We Care Plumbing Heating Air and Solar

We were dying from heat during this heat wave and of course our HVAC went out. Our technician Steven was awesome. He came on time and fixed the problem within 30 mins. No upsell and a total straight shooter. I would’ve paid $1000 yo get fixed but it only cost $85. Highly recommend Steven and his team.

To give you some background, we had a nice York system that had a VFD blower, 2-stage, 96 AFU gas, and 18 SEER. We had a maintenance contract with a local contractor in San Diego, ASI. Some items broke and the system was getting old. We received a proposal from them to replace it with a 5-ton. Being that we use Costco for many things from buying a lot of food, household items, computers, TVs, car batteries, tires, vacations, buying a car (tried to buy another vehicle during the pandemic but no dealers were honoring the Costco program), we are executive members and going on 25 years as members, we decided to try out the home service program for an HVAC system. We figured that Costco would vet out the contractor on pricing, experience, and service. We met with the contractor used in San Diego by Costco, "We Care", and let the salesperson know about the system, he looked at it and verified what we had, he knew about the proposal we had received from ASI and I showed him. He told us about two options, gas or dual fuel, and how with the Costco program we would get the S40 thermostat and rebates back in a Costco gift card. When he showed us the options on his iPad, the furnace was a single-stage, single-speed. I pointed that out to him and he said to not worry because the newer Lennox models are quiet, better than what we had in our 2007 model York. Also the system he showed was a 4 ton, not 5 like ASI had given. After his reassurance and figuring he knew what he was talking about, trusting him, we agreed with his suggestion. He said that he could also throw in a Pure Air S but would need approval from his manager which he later text me stating he received approval. The following is a copy and paste to the service manager, Ignacio after the first attempt install which took two full days: I am not impressed with the service or installation we have received. This is in regards to the new system installed at our house located at XXXX I tried e-mailing on the We Care website but it would not let me after several attempts. First I had to call the We Care office to find out when the installation crew would arrive, no one told us a start time, they eventually showed up at 9am. This Monday, Feb 19th, the first day for installation the guys kept waiting for all of the parts. This took several hours and two deliveries were made because the first attempt had the wrong parts. · The pure air was not installed · The pre-existing Honeywell UV light socket is damaged and not working now · The wrong thermostat was installed, an E30 not S40 · The thermostat is loose on the wall · The MERV16 filter fits loose in the cabinet allowing blow-by · No walk through after install to verify the correct items were installed and pointed out so I am not signing the document that was e-mailed to us as it is not accurate · The guys on Monday didn’t know how to install something and sat on our kids swing while reading the installation manual, I have video of this if you would like · The yellow energy labels were taken off the units when they are supposed to be left on and removed by the customer · We told the sales person Austin we wanted like for like except dual fuel. After not sleeping all night with the heater on, this unit is definitely not quiet, when the fan turns on, it is 100% full speed and not variable like our previous unit, thus making a lot of sound I thought Costco would have chosen a better contractor, but all I can say right now is wow! I will be expecting a response by e-mail today addressing all issues before I contact Costco tomorrow. Ignacio did respond the same day with: I apologize for this inconvenience Mr. Wiley. If you'd give us a chance, I'd like to get my field supervisor out there tomorrow if you are available. I'd like for him to do a full walk through and address any concerns or questions. Ignacio Dominguez. After some back and forth on when to meet, Ignacio stopped by to look at the system, not his field supervisor. I asked for confirmation of what would happen on this next (3rd total days) when the installers would be un-installing the system and then reinstalling and fixing issues. I never heard anything from Ignacio so I sent the following e-mail: Following up on your visit last Thursday 02/22/2024, this is the list I originally sent with added items from your visit and the last item is new: The pure air was not installed - A Pure Air S will be installed this Friday, 03/01/2024 The pre-existing Honeywell UV light socket is damaged and not working now - A replacement matching the existing one will be installed this Friday 03/01/2024 The wrong thermostat was installed, an E30 not S40 - The correct thermostat, S40 will be installed this Friday 03/01/2024 The thermostat is loose on the wall - When the correct thermostat is installed, it will be installed level and securely on 03/01/2024 The MERV16 filter fits loose in the cabinet allowing blow-by - This cabinet where the filter is now will be the Pure Air S and correct filter fitment will be verified on 03/01/2024 No walk through after install to verify the correct items were installed and pointed out so I am not signing the document that was e-mailed to us as it is not accurate - A walk-through will take place after the correct equipment is installed and corrections made on 03/01/2024 The guys on Monday didn’t know how to install something and sat on our kids swing while reading the installation manual, I have video of this if you would like - From your visit, you said it will be a different crew this Friday 03/01/2024 The yellow energy labels were taken off the units when they are supposed to be left on and removed by the customer We told the sales person Austin we wanted like for like except dual fuel. After not sleeping all night with the heater on, this unit is definitely not quiet, when the fan turns on, it is 100% full speed and not variable like our previous unit, thus making a lot of sound - In an attempt to make this bad experience good, you stated a variable speed furnace will be installed, please verify which model will be installed on 03/01/2024 From your visit: The gas valve will be turned so that it can be used on 03/01/2024 From your visit, you noticed the condensate line is kinked and will cause issues for the pump, this will be fixed on 03/01/2024 From your visit, you mentioned that we can get at least two temperature sensors and will see if we can get a third on 03/01/2024 From your visit, you mentioned that you would try to get us an air quality sensor on 03/01/2024 New from your visit: the refrigerant lines are touching outside and vibrating which causes abrasion and potentially a leak, besides having a rattle noise. We look forward to having all of the aforementioned items addressed and corrected. This will be the third day for this installation. Thank you for your professionalism, listening, understanding, and making this right. Please confirm the above and let me know of any changes, questions, or other. After this e-mail, I never heard back from Ignacio after 2 days and wanted to make sure things were right before this 2nd attempt ,so I called the We Care office and spoke to his boss, Dell. I forwarded the e-mail to Dell and he must have contacted Ignacio because he then called me. Since I was at work, I text Ignacio that I can't talk and let him know that I emailed him and never got a response. His response from the whole list was: Hello Will. I have no doubt my team will be able to rectify the work done during our first 2 visits. I was able to get 2 room sensors added. I did order an air quality sensor as well. I'm working on a price for this sensor with my direct manager as they are directly communicating with the s40 and quite expensive. The furnace that we ordered is an EL297uh090xv48c. After the new items were installed and most deficiencies corrected, Ignacio never stopped by like he said he would nor was there a phone call or any communication. We never received the air quality sensor, a Pure Air was installed, not a Pure Air S, and the pre-existing Honeywell UV light was not replaced; but at this point I am done following up with We Care making sure they do what they say. Besides this being a huge inconvenience, headache, and quite frankly I felt like I was teaching the We Care staff on many things, I have to wonder if this happened to another customer, what they might have gotten away with. I work in building maintenance and know what is right and wrong with installations, code, etc. I do not feel customers must be experts in the industry of whatever it is, (cars, windows, flooring, or HVAC in this case). Professional businesses and professional contractors should be doing the right thing the first time. Several items I listed would probably have been missed by the average homeowner. I later found out from the 2nd installers the original furnace was wrong in that it was not designed to communicate with the S40 thermostat and that's why the incorrect thermostat one was installed. So was the sales guy just trying to lower his price to beat the proposal I had from ASI? I am not sure how to end this email other than this whole thing is very disappointing from a customer's point of view. I cannot recommend to anyone I know to use this Costco HVAC program because of the aforementioned. I hope other customers have not already been cheated on what they bought or thought they bought or future customers have to deal with this.

All went well and without any up-sell tactics. Jacob, the tech who was sent out, was professional & knowledgeable.

Called 15min in advance of arrival window. Knew they would need a snake for my clogged sink and got right to it. After 60+ feet before getting stopped, and the clog not budging, they knew they needed a camera. Apparently there’s only one camera but they didn’t waste my time, they asked if they could come back Monday and there’s no charge for today. I signed up for the recommended membership and just booked an HVAC appt along with the plumbers returning. Professional and timely. No wasted time. Just work.

No stress. Quality work, product, and education of product. Nice experience compared with lifetime of other experiences with contractors. They do things the way that they are supposed to be done. Super grateful and happy with product.

We have been serviced by WECare for many years. They have replaced an old AC/Heating system, recommended and installed additional features and have provided yearly inspections for us. Each time we have been serviced by them the experience has been top class. We would recommend WECare for AC/Heating service.

Tyler did an amazing job troubleshooting and leaking testing my HVAC unit. Helped develop a service plan and membership service plan. Well done.

Rusty did the air conditioning tuneup. He was very professional and a great person to work with. He is knowledgeable and made helpful suggestions for improving the life time of our AC unit. Note: On a previous review the tech was Jonathon who did the plumbing work not Rusty.

Rusty, the technician did a thorough inspection of the plumbing of our property and made excellent recommendations for a new water heater

Trey from We Care Plumbing Heating and Air was upfront, honest, and detailed about our AC unit’s maintenance and what was needed to extend the life of our unit. I would recommend their services to anyone who needs help with their AC unit.

I would urge you to avoid We care Plumbing, Heating & air Inc. I write this as they have had terrible service in all respects: 1) they have done worse than terrible in the ability to install a working AC. 2) they are terrible in finding the problem. 3) they are terrible in the management department on returning phone calls. 4) they are good at telling you “we will have a supervisor call you back”… but don’t expect it. “We care” in their company name is NOT what I received! I have now had my “new AC” in coastal So Cal for nearly 2 years and I bet it has worked for less than four months. For the same problem I get different service techs. Some say the problem is one thing and the next person something different with a huge extra cost. Basically, it took a second company I hired and me seeing their Infra-Red detection of leaks when We Care wanted to charge me an extra $2600 saying the leak was hidden in the wall. I SUGGEST YOU AVOID THIS COMPANY!!

I am very disappointed and would recommend NOT to use this company. They came out for a very basic fix (took less than 45 minutes) and charged me over $500. When I asked the technician for a breakdown (labor and parts) he told me he could not give me that. I called the company four times and no one would give me a breakdown. Very sketchy company with blatantly poor customer service. I plan on reporting them to the BBB and CA labor board.

Here's the facts. We Care installed a an AC/heating unit in our home to the tune of $16K. After installation techs assured us the entire system was tested & functioning correctly. We paid in full taking their word only to find out that same evening the furnace wasn't working. We called We Care next morning & they said they'd send someone out (which they did). The tech came out 2 days later & confirmed the heating system was not working but would/could not fix it as he was just a troubleshooter. Long story short we're now 3 weeks in and still the furnace isn't working and now We Care is ignoring us and hasn't given a a repair date.

After our 29-year-old furnace stopped working, we had several heating and air conditioning companies come out to give us estimates to replace the furnace and air conditioner. We like Lennox and to make it an apples-to-apples comparison, we requested quotes from companies that offered the same make and model Lennox equipment and were listed on Lennox’s website with the same ranking and certifications (NATE certified, top 1% sales and service, etc.). Of the three companies that came out and gave us estimates, only We Care offered rebates and incentives; the other Lennox dealers/installers did not either mention or offer either. Omar arrived on time, surveyed the furnace, the air conditioner, and the ductwork. He was thorough in explaining the various furnaces and air conditioners available, and recommended a system that was tailored to our needs and budget. He told us about the rebates offered by the manufacturer and the government, as well as We Care’s sales incentives. He was also quite helpful in arranging financing and scheduling the installation so that we didn’t have to take time away from work or were delayed because of the Thanksgiving holidays. The installers were extremely professional, courteous, and very conscientious about not tracking any work product into the house. They arrived a little late (because of an all-hands meeting that morning), but got straight to work. They were very efficient – completing the installation in one day despite the late start – and exceptionally tidy: impressively so. The area around the furnace is somewhat difficult to access, but they removed the old furnace and installed the new furnace quickly and without complaint. We were somewhat concerned about the irrigation system wiring that runs near the furnace, but they were very careful to ensure the installation of the furnace did not interfere with irrigation system’s wiring or control box. The techs also improved the durability of the furnace’s platform, performance, and appearance with the installation of the metal sheeting and additional insulation that the builder had not done. We had two small glitches: one with the arrival time and the other with the new thermostat. It would have been nice if the office had called to give us a heads up that there was a delay. The thermostat had not been programmed to switch automatically between heating and cooling. A minor inconvenience as that feature was covered in the Installation Guide rather than the User’s Guide but was corrected with a simple phone call to the thermostat manufacturer. We will definitely recommend We Care to anyone considering replacing their furnace or air conditioner.

They've been very, very good, actually. They've done a very good job. In fact, we have a contract with them for continually servicing our equipment. They do plumbing and they do air conditioning and they do the furnace. We have a yearly contract and it's actually pretty low. It's $167 for the year, but that doesn't take care of parts and labor if they repair something or something has to be fixed. They go through and give it a certain amount of testing and make sure everything's up, like the freon; it's not freon they use now, it's something else. They test the hot water heater and drain it and look at the plumbing. If they find things that need to be done, then they have a fee that I pay them for the parts and the labor for that. The price has been reasonably good. I think they're like everyone else; when the do extra things it isn't really cheap, but it's not cheap work either. I do a little bit of jockeying with them whenever there's something else that needs to be done. I make them justify what they're saying and why. All of us, I think, can stand to save money as consumers.

The way I feel, it's my opinion. For my review, is to cut to the chase. The bottom line is , I would not recommend this company. I do not trust anyone from this company. I do not want anyone from this company in my home. Should you choose to use them, good luck. Thank you

Excellent service. Very responsive to our needs. Outstanding system works even better. Better dehumidification.

(They were) very good; everything worked fine. They did everything they said they were going to do. I didn't do a lot of competitive bidding. They were really good -- the haul away and all of the work they did.

They gave me an estimate charge of $3000 for an ACU repair. Didn't hire them because I found another company who is way more cheaper. The company I have hired to fix my AC only charge me $200. This company is so expensive.

I love this company. They were always pleasant, and always put on their little red booties. They did a great job. The sub out my roof, because they were going to do solar. The roofer they subbed out, didn't finished the job. Its not their fault. He basically vanished off the face of the planet. They came out and finished it. I know they ate the cost, but they did it. So, they really go above and beyond. I got the A/C ready. The unit is expensive, but they did bunch of other stuff.

My family finally replaced our 70's era original air conditioning after years of it not working and We Care made the switch so easy. When Ed S. came to our home for the quote, he took the time to explain all of our options and answer all of our questions. Due to some confusion (within the family), the inspection before install day was a bit rushed, but Bryan B. took it all in stride and got the job done, allowing us to stay on schedule with the installation. The install the next day was quick and painless. The whole crew was considerate as they worked and made sure to keep everything as tidy as they could. They worked quickly and got all the duct work, furnace and A/C installed the same day they started. I was impressed with the service and work that We Care did and will be sure to recommend them to anyone needing plumbing, heating or air conditioning.

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They told me I needed to buy a brand, new air conditioner. Another company came and fixed it. I would never use them again. I would not recommend them.

The whole job went fine. Had everything they needed. Did excellent work in about 5 hours. Eric and Robert did the work and they did an excellent job. No complaints!

Dishonest company . Do not use. price gouging ! replace tankless water heater their 1stestimate $12000, after I said no thank you. 2nd estimate immediately $6000. I rejected 3rd estimate 5 minutes later $3500. I said no. paid $100 for estimate . had replaced next day by reputable plumber $2500. calling district attorney and CSLB.