Customer ReviewsforSunset Heating & Cooling Inc

Purchased new ** unit for my home and scheduled an appointment for installation. The commute from my work to residence takes approximately 1 hour. When setting up the installation appointment with the scheduler I was told that it would take approximately 5 hours to install. The install team arrived at 8:30 am and when I mentioned that the *** on completion was approximately 1:30 pm so that I could return to sign off on the job. They told me that it would be 3:30 pm. My son came home at 3:30 to sign off on the job. It wasn't finished and the installers advised at 5 pm. I came home at 6:00 to find that one of the installers was leaving to go home and the ** unit wasn't fully installed yet. At 7:15 pm the remaining installer told me that he was confused and that another installation would need to return the next day. We had no **. I called Sunset to inform them of the installers decision to leave and we agreed that I would speak with the installer and call the office in the morning. The installer stayed and with telephone help was able to install. My house was left a mess with dirty hand prints on walls etc. I called the office next morning and agreed that we would wait 2 weeks for another installer to return. On 8/1 received a call and asked that they call me on Monday to schedule. I was told that they were going to "place me for collections". To expedite we set an appointment for Sunday 8/4 11:00 am. No one showed up. Disappointing that they're quick to threaten collections but don't even show up or provide notification that they can't make the appointment.

not worth one star! We have been a customer of ********************** for years. Our newish air conditioning unit went out last week. Called for service, said they could come out in two days. let them know my schedule and if I could be put on first thing or last appt of the day, because I was not going to be home from 1:00 on. I get a text at 2:00 from the technition saying he was on his way. called immediately letting them know i wasnt home yet.. they promised they would get a note to the tech. my husband gets home early and there is the note - sorry we missed you.. really? tried to reschedule, kept getting the messages "oh our techs don't start until 10:00, or they don't start until noon because of the heat". what? really? get your stories straight. Asked for service manager, never did get a call back. so rescheuled again for today. Again, requesting the first slot or the last slot. talked to ***** this am letting her know my scheduling issues and she put me on the end of the day. ****** calls back at 2:00 saying the tech was moving quicker - i confirmed that i still wasnt going to be home until 3:30 and needed the last appt. no show. they called my husband at 2:30 and said they had to rescheule. what?? anyway.. i am fuming and will not ever use them again.

As inclement weather arises, we adjust our schedule to accommodate as many emergencies as possible. When customers have time constraints, it can impact our technicians' ability to complete additional appointments. Nevertheless, the policy is to keep you updated throughout the day. The issue has been forwarded to the department manager for consideration as a training opportunity. Ifh you have any other concerns, please don't hesitate to call our office. 

Sunset Hearing and Cooling:I spent over $300 and signed up for the Sunset Heating and Cooling annual maintenance program. The first appointment in early 2024 they showed up to check my furnace and it was fine, but they kept trying to sell additional service, electric and plumbing. I said no thank you, but then started receiving multiple emails asking why Im not interested in their plumbing and electrical service. I got fed up and asked them to stop pestering me. I have my own electrician and plumber. I scheduled my AC tune up for 5/21/24 and they never showed up. I got rescheduled for 6/10/24 between 10 AM - noon (today). At noon I called because they havent shown up and now Im waiting for the scheduler to call. Ive rearranged my morning to be at home. Im feeling scammed because theyre pushing additional services, but cant keep the heating and cooling departments commitments. Now they have my money and not responding. It looks like the BBB has given them an A- rating. Can this be true?

********* - thank you for your feedback. Our marketing campaigns are meant to inform of the new services we have to offer, not ******. The dispatcher should have kept in contact with you throughout the day on your appointment time so that you are not stuck waiting at home for the appointment. This feedback has been sent over to the department manager to train and improve. Please give us a call if you have any other concerns or feedback. 

On Sun, 1/28/24, reached answering service, asked to have my roof vent cleaned, as clogged following ice storm causing fumes upstairs. Given appt next morning. Next day noon I called back, reached ***** who had no record of my call/appt; scheduled me for Thurs. I called back to confirm tech could clear my roof vent upon arrival, reached ****, who confirmed w/supervisor/Service Mgr that yes + should have what they need in their truck, $129 visit fee + service fee for work performed. I explained scheduling issues; **** moved appt up to ***. On Wed, tech named ****** arrived, explained he does furnace work not plumbing, so couldnt help, asked to come inside to look at furnace. I said no, I wanted someone to clean the roof vent. He said hed call dispatch for plumber + I HAD TO PAY $129 FOR HIS VISIT. I SAID I HAD SCHEDULED FOR A **** TO GO ON MY ROOF AND CLEAR MY ROOF VENT, THAT HIS **** MGR HAD CONFIRMED THE **** WOULD BE PREPARED, HE WASNT, + I SHOULDNT HAVE TO PAY FOR NEXT **** VISIT, SINCE IM NOT GETTING THE **** I ORDERED. ****** SAID I WOULDNT PAY FOR 2ND VISIT. Shortly after, ******** dispatch left a msg offering 2/9/24 appt. I returned call to reserve appt, called again reaching *******, explained issue, she understood the request, scheduled me for 2/2/24. I asked to confirm I dont need to pay a 2nd visit fee. ******* checked her records, said ****** PROVIDED NOTES THAT I UNDERSTOOD ID PAY A 2ND SERVICE VISIT FEE! I said no. ******* talked to her mgr, *******, said theyd refund the fee, then Id pay the $129 with my new appt, if I dont see the refund after 10 business days to call her, shell have notes on this. As of 2/1/2024, no refund so I cancelled my new appt. On 3/3/2024 ******** texted me asking if I wanted an appt.On 3/5/2024, I texted back for status of my refund. On 3/5/2024, 3/7/2024, 3/11/2024, + 3/19/2024 I left vs msgs for *******. Never received refund nor call back.

The $129 would have gone towards the plumbing trip charge. Due to you cancelling the second appointment with the plumber I will request the refund for the $129 on the original appointment. The 5-10 business days for a refund will start on Monday (6/10). 

Thank you. I received the refund on 6/13/2024 and appreciate this. I want to confirm that what you said in your response above, that the $129 would have gone towards the plumbing trip charge, is not what I was told over the phone. I was specifically told that the initial fee of $129 could NOT be used for the plumber's visit as the company's heating and cooling side of the business is operated separately from the plumbing side, and therefore the heating and cooling side would need to issue me a refund and then when the plumber made a visit I'd pay a new $129 fee. Again, I appreciate the refund. I still find it concerning that the company provides very inconsistent information.

Call Sunset, heating and cooling as furnace would not stay on. During a cold snap. ******, the technician arrived and stated he was charging double due to the climate first diagnosis was bad gas box I was offered to replace igniter as well and was charged double again to Diagnose control panel final diagnosis. The system was not working up to par. I should buy a new furnace and he turned the system off. I had another company come and look at the furnace when he turned the furnace on at the thermostat the system started working. He stated there was condensation in the gas line and the system should never have been turned off. So after close to $500 for a diagnosis that was not correct and turning the system off, I am very unhappy. I have called twice now to get this taken care of still waiting.

*******, after our conversation yesterday regarding the appointment I felt we were able to come to a positive resolution. If you are still unhappy with the outcome after our discussion and the credits that were provided, please give our office a call and ask for me directly. Thank you.  

If I could Leave Zero stars I would. I called and made a next day appointment and received a text conformation appointment reminder.Next day came and went and they never showed up. they didn't call, text, email, or make any attempt to inform me they were not coming.Dont waste your time with the horrible company. how are they still in business

Our apologies, due to the horrific, unprecedented weather conditions, and the thousands of phone calls we received. We had every team member out on the road servicing our customers as quickly and safely as we could. Unfortunately,due to the high volume of customer needs we were unable to get to everyone as quickly as we wanted. We appreciate your understanding and consideration during this very trying time and hope we can better serve you in the future.