ComplaintsforWe Care

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Not enough characters for complaint. Please read attached pdf which spells out the complaint in detail.

  

  Business response

  11/29/2023

  **** our Vice President has left several messages for the customer over the past week but we have not heard back. We need communication in order to resolve the customers concerns. Our VP and Operations Manager brought the technician in to have a conversation regarding the customers concerns and what he could have done differently to provide a five star service. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction 8/30/23 Dispute - the installation is not complete. The propane attachment was not provided at install. We Care said they would order it and when it came in complete the install. It is now 10/27/23. I have called several times. Additionally my thermastat was replaced without my permission and was unnecessary. The ac unit is next to a sprinkler and the new ac unit is filling with water. The sprinkler should be capped. On 8/31/23 a tech arrived to complete the install. He reinstalled the filter as is was in upside down. He fixed the continuous running of the outside fan. I asked about the propane attachment and he said oops I need to go ** in the attic again. He did not know the furnance was not attached and had turned on my propane. i would have been gassed in my own home.

  

  Business response

  11/02/2023

  The propane kit was back ordered from the manufacturer on the date of install. The part has arrived and we are going to install the propane kit on November 3rd. The comment regarding the  thermostat was part of the contract and it was approved and signed for by the client. When replacing a HVAC system the thermostat is replaced at the same time since the thermostat is the brain center for the **** system. The thermostat now has the same warranty timeline since it was replaced. The new air conditioner is located in the same location as the old air conditioner. If the homeowner doesn't have a landscaper and prefers us to cap the sprinkler let us know. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an hvac system through ****** in May of 2023 and We Care was the vendor who provided the system and installation. The condo is a second home and system was installed on June 6 while we were away. **** the salesman confirmed this and said unit was working well. We went out July 22 and used the ac sporadically throughout week and noticed leaking from ceiling below unit and discoloration of ceiling below unit on July 27 and ceiling moist to touch. I called murrieta office and was told a technician could meet us next time we were out on sept 5, the same day inspector was scheduled. We cut off unit. I also reached out to **** who said he would send out a tech and on august 10 he sent me text saying an unnamed technician went out, ran system for 45 minutes and it worked fine. On September 5 inspector showed up and we ran unit for 30 mins and he saw ceiling below unit leaking so he would not pass it. We Care failed to show that day and after waiting around all day I called and ******** office said another office was supposed to handle it. Made appt for sept 8 but then changed to sept 7. Technician ***** showed up Sept 7 and observed the flooding of ceiling. He sent me photos showing the unit leaking and indicated condenser core was broken during shipment or install and assured me We Care would reinstall and remediate water damage. No one contacted me so on sept 11 after returning to ************ I called We Care and it indicated a tech would be out Sept 18 to fix it. ******* called me on the 18th and said he adjusted blower speed as that *** be the problem but that someone else would have to fix it and I would be contacted. On sept 22 after not being contacted I called We Care and it promised that on Sept 25 a senior tech would call me to make appt to fix the unit or reinstall. It is now past 630 Cali time and no call. I am concerned that water damage has not been remediated and *** become mold in ceiling. I would appreciate any help you can provide.

  

  Business response

  09/27/2023

  We had our install crew out today (9/27/2023) to correct the issues that was causing the water to drain incorrectly. System should be running now per manufacture specifications. 

  Customer response

  09/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate We Care's prompt response. They also called me today to indicate don ******* 18 a drywaller will be out to fix any damage from water leak. I will be out on ******* 28 to the place and will confirm that there are no problems. Thanks so much for your help. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company "We Care Plumbing Heating and Air" negligently replaced and installed electrical circuit breaker (wrong size circuit breaker for a condenser unit) which caused a fire in the home's electrical panel. The fire damaged circuit breakers in proximity to the negligently installed breaker. The company refuses to repair the damages caused by their negligence and is no longer returning calls.

  

  Business response

  04/03/2023

  In regards to the customer complaint refer to the contract and the scope of the work that was done along with the warranty. The contract was signed by a different homeowner than the person filing the complaint (perhaps a new homeowner). The installation was done in December of 2021 with the warranty on the contract stating one year for labor, 5 year manufacture warranty on the coil and the thermostat, 10 year manufacture warranty on the parts. The electrical states to use "existing electrical". This has been over a year and the electrical was not included on the contract. The issue in question is the wire from the outdoor unit to the panel/indoor unit to the panel large enough as well as the breakers. The original builder runs the wire that supply's the power. Again the contract states the scope of our work ( use existing electrical). Our scope according to the contract was followed, permit pulled and signed off by the city inspector. If we were doing the electrical from the beginning there would have been a line item with a charge. We would be happy to refer  a couple of different electricians to give estimates if desired. Let us know how we can help set this up. 

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017, We Care Plumbing, Murieta, CA, installed a solar system at our home. Not only did they install the solar system, but they also modified the roof to accommodate the installation of the system. Earlier this month we realised that the system was not generating electricity. We called We Care several times seeking help, and we were told that they no longer serviced solar systems. I asked about the 10 year service coverage as they had listed in the contract and 25 year guarantee on the equipment. Once again I was told that they did not deal with solar systems, and I would have to contact the manufacturer. I also asked about the roof coverage and again I was told to contact the manufacturer. I asked why we were not notified that they would no longer provide coverage, and the staff had no answer. We Care provided me with the name of a solar equipment company to contact. I called the solar company and it was determined that they were not the manufacturer. After independent research, I located the correct solar company in the San Francisco region. I reached the company, and they confirmed to be the providers of the equipment. They also determined the equipment had been off-line for some time. The company said that I should call the original installer for help. I informed them that We Care had washed their hands of the matter. The company then suggested I locate a local independent installer and hire them to assist with the matter. The company made it clear that if the equipment was under warranty, they would support me; however, I would be responsible for the installation of the new equipment. Currently , I'm seeking an independent installer, but I would like We Care to be responsible and honor the contract they signed, and repair the solar system as well as to provide support with the roof they modified.

  

  Business response

  02/24/2023

  Good afternoon, 

  
  

  We spoke with the customer regarding the warranty on the solar. The parts, inverters and panels are covered under manufactures warranty for the term in the sales agreement. The labor is covered for one year from the date of installation on our typical solar sales unless an extended labor warranty is purchased. If an extended labor warranty was not included  the customer would pay the labor for the service call and repair if any is needed.  The customer claims to have the contract that states he has a longer labor warranty and he would send us a copy. If this is the case we will honor what the contract states. We have reached out multiple times. We have not received a copy as of yet. As soon as we receive the contract with an extended labor warranty we will be able to address at that point. Happy to help

  
  

  Thank you, 

  
  

  ***** ******* 

  Customer response

  02/26/2023

   I am rejecting this response because:

  
  

  To the Better Business Bureau,
  
  We Care last week made telephone contact with me. An individual who identified himself as **** no last name was provided, said he was the manager of sales coordination. I explained the situation to **** and our concerns. He was also informed that I had contacted the inverter manufacturer, as well as an electrician who placed the order for the inverter; the inverter company had agreed to send an inverter replacement. During the troubleshooting of the system, a solar panel was also detected as being off-line. **** was also told that the electrician had been paid $100.00 for his services, and **** requested to be kept updated. 

  
  

  During the initial calls to We Care, I requested the name of the roofing company that had been used to modify our home's roof to accommodate the installation of the solar panels. I was told that they did not know. The information is needed  because the the roof is leaking from the area of the solar panels. 

  
  

  After **** and I spoke, he sent a text and also left a voice message requesting a copy of their contract. A request we found unusual.

  
  

  *******'s response is without merit. We understand, inverter, switch, panels and other necessary hardware are the responsibility of the manufacturer; however, *******'s statement that "the labor is covered for one year from date of installation on our typical solar sale..." , is without merit. Firstly, who in their right mind would invest tens of thousands dollars to have a system installed at their home and be satisfied with a one-year labor coverage? Secondly, as noted below, we written information to the contrary from the Solar Operations Director, *** *****. 

  
  

  As to the warranty, *** *****, the Solar Operations Director,  We Care Plumbing, Heating, Air of Murrieta, California, who we dealt with in person at the time of the solar system purchase, and by telephone and written communications, in the written statement provided by Mr. *****, the document states, "If the inverter goes out within 10 years we will come out and replace it free of charge." And within the same document, ***** further stated, "All labor will free of charge in the first 10 years. After that you may just incur a small service charge for labor..."

  
  

  ******* talks about an extended warranty having to be have been purchased. The purchase of the extended warranty was mentioned by Mr. ***** as the obligation of We Care Solar in the written communication.  Mr. ***** explained that We Care had purchased the extended warranty to protect the customers.

  
  

  Furthermore, according to the California's Public Resources (California Solar Law) Codes, "The 10-year system warranty must protect against defective workmanship, system or component breakdown, or degradation in electrical output of more than 15% from the original rated electrical output during the 10-year period. The warranty must provide for free repair or replacement (including labor) of the system or system component."

  
  

  For the information of the the Better Business Bureau (BBB), this is not the first complaint filed against We Care for failing to honor a solar system warranty. Also, I believe We Care has sufficient information on this matter to retrieve from their own files the documents they are asking from us.

  
  

  As previously requested, I'm requesting We Care honor the warranty commitment and correct the problems outlined in this matter.

  
  

  A. ********

  
  

  
  

  

  Business response

  03/03/2023

  When you spoke to **** you mentioned that you would send us a copy of your contract that shows a 10 year labor warranty. **** followed up several times to get the copy of the contract from you without a response. If this is not the case let me know. The manufacture covers the parts, inverters and panels for the duration of the time specified by each manufacture. We Care does not manufacture anything, we service, maintain and install. For 23 years we have taken pride in serving customers. Just like my last correspondence of course  we will honor the repair if the contract says ten years labor. This is a lot easier to have a conversation to resolve this so you can get back to producing solar. I'm in the office typically 5-6 days a week if you would like to call. Thank you

  
  

  
  

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed an HVAC installation agreement with We Care on 6/10/22 and had our most recent service visit on 01/16/23. In total since installation we have had 6 service visits and the unit malfunctions every 2 wks or less. The “brand new” $16,007 unit has malfunctioned continuously since installation. We had a supervisory visit with their VP of operations,****, and one of their lead technicians before Thanksgiving. The lead technician could not pinpoint the issue however stated that they would order a part to see if it would fix the unit and if the part would not arrive in 2 wks then we would be discussing replacing the unit. By Christmas 2022 we received no follow up from the company. Therefore, I called them to inquire about the ordered part and to request a unit replacement if the part hadn’t arrived. They provided me with no information regarding the part and insisted they wanted to fix the unit before replacing which contradicts what we were told at the last service visit. They again didn’t follow up with us. So, my wife called and emailed them on 01/16/23. She spoke with their VP ****. **** hadn’t filed an escalation report as promised which was requested during the visit he attended before Thanksgiving and had no record or evidence that a part was ordered for our unit. **** then requested for another lead technician come out the same day to inspect the unit which he did. The unit had been off for two days prior to his arrival as it malfunctioned two nights prior so we switched it off. That technician was also unable to pinpoint the issue. As of the writing of this complaint we have not heard back from anyone at the company. The unit malfunctioned again last night so again we turned it off. We have tried resolving the issue with the company directly but have been unsuccessful. The only thing we are requesting from the company is to replace the unit with a functional one or remove the unit and issue a full refund.

  

  Business response

  02/03/2023

  With the issues that took place with the system we all agreed to replace the unit. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We Care has failed to honor a written warranty on a solar system. We purchased solar through We Care in 2019 and it came with a 10 year warranty. Learned in November 2022 that my solar system stopped producing power completely around September of 2022. I called We Care and was told "we don't do solar any more. sorry." I hung up bewildered -- but came to my senses and called back the following day. Was told again that I am out of luck - they have no service for solar any more. They gave me the name of another solar company, but that company can't fix the system We Care installed. I sent a written a demand letter to the company and hope that they make things right but it's terrible that they would sell and warranty a system that cost over $10,000 and then just abandon their customers and their contractual obligations without any notice and without any alternate remedies or solutions. I ended up having to hire another company to come out and replace my inverter at a charge of $1,700. I also had to retain an attorney because they have been ignoring me.

  

  Business response

  01/16/2023

  We Care has taken care of the issue. Both sides have come to an agreement. There was a misunderstanding in our call center that pertains to solar that should not have happened. I apologized for the mishap and we are back on track.    Thank you

  Customer response

  01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 187***65, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was shopping around for two things. 1)install a new A/C unit 2) install a new vent in the living room which has no central air/heat because it's an add-on. The mini split air conditioner installed in the living room is broken, ugly, and I want to get rid of it. The We Care specialist, Brock showed us a demo of the new AC and we told him we're impressed with the A/C unit but before we move forward we need to make sure they can install the new vent in the living room, as we spend most of our time there and it gets very hot in the summer and very cold in the winter. We told him it is a deal breaker if they cannot. Brock went up to the attic, he made a few phone calls, and told us yes they can install TWO vents for only $1,000 in addition to the price of the A/C unit which was $20,000. We signed the paperwork and made an appt for the installers to do the work. On the install day, the installers came (4 or 5 guys) installed the new A/C unit and when it was time to install the new vents they said it wasn't possible because I have high ceilings and there is no space for the vent. I told him that was part of the deal and he gave me attitude. He told me they can't do it and even made a sarcastic remark about "sales people are sales people" and sarcastically said, "well i can make a hole on the kitchen ceiling and expose the vent if you want it that bad" They left and I escalated the matter to Brock which he stopped responding. I called and found out Brock's boss is *****. I called ***** and he started working with me, he reimbursed me for the additional work that wasn't completed. But then he stopped responding to my emails and text messages.

  

  Business response

  11/29/2022

  We have a follow up call on November 28th to go over the concern. 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 26, 2022, a We Care technician came to my house to repair a non-working central air condition unit. Their technician recommended changing a electrical part and adding new refrigerant. The technician knew that there was a leak and did not tell me. With the limited information I was provided, I approved the refrigerant to be added which costed $1000. Two months later I found the air condition stopped working again. On Oct 24, 2022 when their technician inspect the unit it is found that all the refrigerant has leaked. I lost $1000 because of their unprofessional practice.

  

  Business response

  11/07/2022

  Good afternoon, 

  Our first call to the home the technician discovered the refrigerant was low. There are several paths to complete the work. First one is to do a leak dye search to find out where the leak is located . Once determined where the leak is, fix the leak, vacuum pump the system and charge the system according to manufacture specs. This is done over a couple of weeks. The second option is to charge the system to manufacture system specs to get instant cooling and hope there is no leak. This is done at the time of the first visit. The issue with option number 2 is if the system has a leak the refrigerant will leak out over time depending on the size of the leak and the cooling of the home will be not work. Option 2 was selected and over time the home was not cooling. Our VP of Operations spoke with the customer to explain the situation. We are scheduled with the option 1 (leak dye test). Customer is satisfied with us coming out to do the leak test and repair. 

  
  

  Thank you, 

  
  

  ***** ******* 

  

  Business response

  11/10/2022

  There is communication issues on this.  The original service call is for the air conditioning unit was not cooling. On the first visit with the technician there was several items that needed attention besides the low refrigerant. The technician presented the options prior to any work being done and the homeowner approved and signed for the work to be done. The air conditioner took 11 pounds of refrigerant. The system was cooling properly when the technician left the home.  Now we come to the issue that there is a leak therefore the refrigerant leaked back out. 

  
  

   Mr. Wong calls in and complains the system is not cooling. As you stated you spoke with the Customer Experience Manager with a solution for the loss of refrigerant which the two of you came to an agreement on. You and the Customer Experience Manager both agreed to the leak dye test for the cost of the test and the refrigerant We Care wouldn't charge you again to refill the system once we found the leak and repaired if repairable. The next day you changed your mind. You are not getting charged any more than what you would have been charged on the first call had we done the leak dye test. The technician is required to explain how the system works and presents options.  You are saying the technician did not explain that the hvac system is a completely sealed system and should not leak. 

  
  

  We take your complaint very serious and will take ownership from the technician not communicating in a way that was fully understood how the hvac system operates. This is why we offered to not charge again for refrigerant which is typically an additional charge. I thought everything was clear and agreed upon. If this solution makes sense let us know so we can get your system up and running. Thank you

  
  

  
  

  Customer response

  11/10/2022

   I am rejecting this response because:

  
  

  There are several incorrect fact about the message.  On the first visit, I was not presented with any option other than adding refrigerant to get the system working again. I was not even told about the cost of the refrigerant until it was added. Leak was not mentioned during that visit. The technician basically left my house knowing he will be back very soon to recharge the refrigerant.
  

  
  

  Also, I did not agree with the Customer Experience Manager's proposed resolution. I only said I would think about it.
  

  
  

  I would like to have the cost of the refrigerant refund to me because it was lost due to the company's negligence.
  

  
  
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/23, *** ****, a sales rep from We Care, came for an es***ate and dropped my attic cover. It damaged my drywall on its fall then broke in 2 pieces. He duct taped it then promised to replace it next business day. It's been a week and no answer from him. No answer from We Care. No one from their company has called me back like they promised to resolve this matter. No integrity, no honor, and no responsibility, no ethics, no ownership or commitment to their mistakes. I seek replacement of my damaged attic cover, repair of my damaged drywall, and compensation for ***e I had to spend dealing with this matter.

  

  Business response

  10/03/2022

  My General Manager (GM) spoke with Mr. **** regarding the attic access cover that was damaged. The GM, install coordination or myself were not informed of the damage until Mr. **** sent me an email. We jumped on the issue right away and scheduled the drywall company to install a new attic access cover on October 4th. Mr. **** was fine with our response and we are taking care of the situation. Things happen and unfortunately our salesman didn't inform communicate with us to let us know we need a new attic access. This will be taken care and the customer will be happy. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩