We Care

They are awesome. Always take time to explain so you understand. Also come back if any issue with what they fixed in a timely manner.

WE CARE, has installed our A/C, Heating, plumbing, toilets and cleaned our drains. The professional work they do is outstanding. The people that work for WC are the BEST of the BEST.
We would never call anyone else for the services WC provides.

January 15, 2020
Here is my honest review of the new complete Lenox HVAC 14 seer ML14XC1 AC & ENE180 E Furnace system installed on January 02, 2020 with promotion from Costco program.
Brian was my advisor, salesperson, friendly and very persuasive. I cannot judge on his technical knowledge because I don’t have any knowledge myself about HVAC, so I just want to leave it at that. I was torn between the Goodman & Lenox system. I settled on the Lenox, an upgrade of $2k more just because it was an assurance/guarantee from Costco for another layer of peace of mind. I think they are all good or better system with pros and cons as with everything else. The most important thing I read on the internet is about CORRECT first time system installation and not really much about the system itself because after all they are all warrantied over ten years and it’s all about maintenance services to be able to assured warranty coverage from the manufacturer. Thus, I emphasized/communicated this clearly to Brian and he assured me that his company installers will do a great job and do not be worry so I just have to take his words and hope for the best. I know from my experience and with 20 + years in Real Estate in dealing with contractors from property management to sales and investment, I have to say with precaution that even with a great reputable company, one never knows when they send someone out to do the work that they will be all the same result at the end. This is because whether an experience or a less experience crew members were sent to do my/your installation. I also have to say that it can be positive or negative, good or bad, all depends on: 1) an experience installer/s though he/she/they have a better knowledge and usually they can get the best and peace of mind with their skills installation they might lack the enthusiastic and youthful/health or curiosity to learn more to improve themselves. Rather they can be lay back from routinely work and if they have a bad day personally that can affect their work as well. 2) On the other hand with a less experience installer/s, he/she/they have a youthful, strong, healthy and with great curiosity to adapt/learn and have more room to improve their skills, knowledge with time. So depend on how you/one takes it, they are all depends on variety of factors and I do personally think that LUCKs sometime is what you get/have at the end of the day by all said and done. In my case, I had two young crew members, Joseph and Jacob. Joseph served in the U.S arm forces just like myself, a veteran from the first gulf war and the Jacob is on the way to serve in the coming month as well so we have something in common to talk about like discipline, honesty, integrity, duty and all… I think overall they both did a good job and like I said I have no knowledge, expertise or understanding about HVAC system installation so I cannot say much. Furthermore, I should say that mine was a straight forward installation, meaning there was not anything or any work that need to be modified to accommodate the New System, just a removal of the old system and replace it with the New System period. If this was called for any modification or a more complex installation then it’s another story. In conclusion, this was an easy installation that I think anyone who works in this field can do it without any problem. The thing concerns me the most was my reading of the reviews/complaints from other peoples that have problem with the gradual loss of the Freon, or certain loss of Freon from the New or newly installation even less than 2 or 3 or 5 years. I agree with those reviews/complaints that these new systems from any manufacturers should NOT have this problem. I have had my old Goodman system over 12 years and even with my Toyota Camry AC, I never had to replace or to add any extra Freon to the system and I don’t know whether this was a pure luck or what but I think it should never happens with a newly installed system. Like I mentioned above from reading/researching between different HVAC manufacturers they are all good or better now a day, except what set them apart from each other is how quality they train their installers to do the CORRECT installation the first time. So I hope for the best on my installation from these young installers that We Care sent them to do mine and I also hope that I don’t have any problem with the gradual loss or certain loss of Freon and thus, I don’t have to deal with it or with We Care on this important issue.
About why I choose We Care? I think they are in this business long enough, they are big enough and they are chosen by Costco for their Lenox system only and Not any other system manufacturer. I think because Costco has a vigorous background, product and installation and technical check/screening processes. NOT like Home Depot whose to me did not do a good job at all by any comparison and they should take notice to improve much more to be of any consideration! We Care also has worker comp, belongs to Revdex.com, even this is a third party, a paid services and NOT a governmental agency but they are un-bias and I think they have a good rules and guideline for these companies that chose to belong to their organization to adhere and try to be the best they can and to be fair in any dealing with customers and with their works. I personally think that in any contract dealing, it has to be a win win for both sides to see benefits to be of a good contract otherwise, there should NOT be a contract period.
I chatted and asked Joseph, one of the installer and a Veteran himself about how We Care train their installers. He told me that Lenox send their people regularly to these chosen Dealer’s companies to train them, update any new system info, parts, material, installation etc… and NOT at their own facilities. We Care can correct me if I am hearing wrong information from Joseph. Anyway, this is good piece of information to know because it gives you a piece of mind that the manufacturer’s QA, QC is back by their commitment of their products by making sure that these companies do exactly what they should do in their installation and NOT cutting corner because of materials, time, costs etc… The only thing I would like to see was that after their installers finished their works, they should send out their experienced installation Supervisor/Manager to make sure that the work of their installers were CORRECT, good and satisfactorily according to the manufacturer and their own training program. On the other hand, I also understand that sometime these companies don’t have the man powers and time on their hand to oversee this process but they should re-visit and see for themselves even though the installation was permitted by the city, state or what have you at a later day.
In conclusion, I am overall satisfied and happy with the whole process but will see how the post installation, guarantees and maintenances We Care will provides because this written review is just shy of 2 weeks since Jan 02, 2020 installation. For now I have to give them 4 and 1/2 stars. I will also post my review on other website like Yelp and others if applicable.
A word about their customer services also that they are nice, pleasant to communicate and they follow up good enough. I think the most important in customer service is the ability of each CS representative to follow up, often they never did, inept or that they forgot or for any reason but I value those who can manage time to follow up on customer needs, request, complaint etc..

We Care knows their trade and you can count on them to live up to their word.

Dewey is very professional and polite plus he is competent at what he does. I really appreciate your time and expertise

Great company Happy with service definitely recommend to others. Great

To whom it may concern:
This project was a nightmare of no shows for appointments, no follow through on permit application and scheduling permit inspection. The latter had to be done by me as the installer simply couldn't get the permit after two months (I called the local permit office to confirm they had never applied. I’ve been waiting months for it to get approved. City inspectors have previously been here but deny the installment due
To it not been properly installed. I was informed that my payments could be stopped if the contract did not meet the standards.

Contract was unfulfilled due to contractor's errors. I'll be avoiding We Care for all future services. Will never recommend. Installers messed my my electrical installation and lied numerous times about when it would be done and how. In the end they mis-installed unit and claimed it was done that way previously. Never again going to use. I just want for the company to be liable for their mistakes and stop making excuses. They did not properly installed my system and yet I have pay the consequences by giving a monthly payment when it has not yet been approved by the City. The contract specifically said, the installment should be finalized before the year of purchase but the inspector had not yet signed off.

I give 5 stars to Customer Experience (CE)Manager & Special Repair(SR) Manager for their excellent work to help to resolve my AC problem.
I got the refund check of $399 for the Freon refill. Thank CE Manager's help.
After refilled the Freon on 6/12/19, it still took 4- 6hours to lower the temperature from 84 to 79 degrees. CE Manager recommended SR Manager to help me.
SR Manager came on Friday. He reviewed my case before he came. He knew about the wires & Freon leak. He showed me the information on the back of the compressor cover. There are 12lb & 8oz of Freon in my unit. They are seal up & supposedly last for lifetime. 4 lb (pound) is a big leak. He explained that the outside temperature, the location of the compressor & the house will affect the AC performance. But It shouldn't take a few hours to cool the house. He replaced the cores & refilled the Freon to lower the Freon pressure to 16.4. He wrote down Freon's high & low pressure information on the outside of the small cover so that the next technician can have the information for reference. He also explained to me how the cool air distributed to the house. What need to be done for upstairs. He is very patient, acknowledged &. didn't charge me.
Today (8/5) CE Manager followed up on last Friday's repair. I told her these 2 days only took 1 to 1 1/2 hours to get to my set temp of 79 & the whole house is almost the same temperature. For 21 months, this is the first time I am \happy with the AC performance. Thank her & SR Manager.

We Care installed the top of the line air conditioning (AC) & heating unit on 10/8/2017 through Costco.
On 7/14/18, first Summer to turn on the AC. The icomfort thermostat & AC were black out. Two technicians came on different days & couldn't find the problem.I reminded the 2nd technician the unit seemed no electricity. He switched to another outlet. AC was working. An electrician came & found out the wires were not properly connected. How could this happen?
A technician did the first year tune up on the unit on 10/1/18.. He gave me a very detail e-report with photos of each part via email. Every parts works very well. We asked about Freon. He told us no need to worry about the new Freon. It lasts for a long time.
AC tune up was done on 5/20/2019, We asked about the Freon. The maintenance technician told us it is fine & has enough.
On 6/10/2019, 3 weeks after tune up,first day of 2nd Summer to turn on the AC. It gave out hot air. A repair technician came. He opened the compressor door & said "Bingo!" He found the problem He fastened the loose schrader cores. He checked the Refrigerant (Freon) pressure. Need to add 3 pounds of Refrigerant to lower the pressure to 17.0. He suggested to add one more pound to lower to 16.2 because it is a high performance unit, total cost is $399 with member discount. The whole unit is only 20 months old. How can Freon be completely gone in 3 weeks after tune up. The technician told me if I complained the AC not cool enough within the first year, I don't have to pay for the refill. He told me the leak may due to the loose cores or the pipe. If need to check on the leak, the fee is $200-400. The new Freon pipe was installed with the unit & should not be leaking.
I called We Care twice to complain about the incident. I only got the call from that repair technician. He is not happy that he needed to explain it again.
I want the answer of why we were told every time that Freon lasts for years & now only 20 months we have to refill 4 pounds (almost completely empty).

Should be no stars, highly recommended a financing programing that cost us thousands!
Just on the interest we paid out, we could of purchased another type of unit.
Entire house had been remodeled with new duct work, sales person & installers report at the time duct work was fine, later the company tells us they are the wrong size.
Sales tells us we will have a concrete pad for the A/C unit, gave us a plastic one, rain came, ground is clay , turned soft and unit became uneven making a loud noise. To get the unit on a solid pad, we had to put it in our selves! First had to fight with WE CARE to move the unit off existing pad they installed, and to move it back once the stable level pad we installed.
On a service with them, this has been a fight every time, one tech came out and was going to charge us double from the previous year. Pulled the receipt from the previous year and had to call the office, that was the whole purpose paying for the monthly service charge.
A/C unit stopped cooling, high temp and we were leaving town, family staying in house while we to be gone, called WE CARE, claims leak something 3 labs may be more was low of coolant. Really?? Unit new? Of course we paid it, didn't want our family to suffer. Next maintenance, 3 pounds low again on coolant. Now wait! Tech tells us unit is 3 years old, a pound a year is normal.
Had A/C units 20 years old and never had a pound a year, now Wait! We just put in 3 or more pounds, so this pound a year isn't accurate! Had to push WE CARE again to test for a leaks. Sure enough, a leak was found from installation. So WE Care charged us the repair and replacement last year from the faulty leak and now again was going to charge us, until we insisted on the test for leaks.
Vented to office, offered us 1 year free service fees for all the problems, we never received it, Could list even more problem experiences, these are ones come to mind. Yes, have all the notes. The next one just was the final straw.
Today, A/C service, tech misplaced ladder so it had no support, slipped, he went down and
broke our closet organizer. Tech refused to put attic cover back on , Said, I'm out of here, office will send someone else. Zero work had been done. OK, accidents happen, that was in the morning. After many phone calls, 5pm the original Tech showed up. Really! Tell us, so you don't want me to replace your filter in the attic? Really, this is the tech whom refused to even put the attic cover back on, and left in the morning. 3 adults and a child waited around all day to get the same tech from the morning? WE CARE , this name as it implies, has never been shown towards us. We have never filed a compalint before, this company for what ever reason has pushed us to the limit. Last, one tech accidenty, door opened and dog got out, gate was open for the WE CARE truck, dog ran into street, yep! Many tears!!! Tech felt terrable, as we said, accidents happen, just with WE CARE it has been one bad experience after another.

Customers beware, inflated prices and service technicians looking to sell ice to Eskimos. $1550 quote for repair after full diagnostic, In reality a $45 dollar repair was all that was needed.

Great installation team! Found this company through Costco. Had an appointment for a few days later after I called. On time, clean, friendly and efficient.

In 2012 we care installed a new furnace and new Lennox thermostat we care WC#16105....The contract clearly shows under standard and extended warranty section that there is 2 years labor and 10 year warranty for parts. In December 2018 our heating failed we immediately contacted a service repair company for repair. The service tech. Stated the thermostat was bad but that it should be on warranty and that we should contact original installation company which we did. We care was contacted and verified the thermostat was still under warranty, at that time a service technician was scheduled to replace the faulty thermostat. Upon the We Care service technicians arrival he checked and stated yes the thermostat is bad but was not under warranty, I advised him that it had already been verified through his office and also showed him the contract. He again insisted The thermostat mfg. only had a 5 year warranty. I advised him if that was the case I would have the othe service company repair as there cost was $450 verse We Care at $600. I then contacted the other service company who purchased and installed the new thermostat though he was reluctant stating this isn't right the original company should be doing this under warranty. After complete and getting our heat back on he urged me to re-contact We Care in regards to warranty which I did. I called We Care and spoke to Andrew who again stated it was under warranty and that when the technician stated that the Unit was not under warranty I should have called the office and not another company for repairs. He then suggested I have the other company come and remove the thermostat and they would then install a new one to which I stated I felt like they should just reimburse me for the $450 we had incurred due to their inability to perform a simple warranty service call. Please keep in mind we are in our 80's and needed our heating unit repaired. This isn't our 1st issue with We Care in 2015 our air conditioner had failed, the technician stated we needed a complete air conditioning unit along with mew ducting for the mere Cost of $20,000 we called our son who had looked at the unit that morning our son told the technician the unit was fine and simply needed a capacitor for the condensing fan motor We Care technician pushed back a bit but in the end our son stated put in the capicitor or leave. The technician did then install the capacitor and charged us $199 and the unit has been running beautifully ever since. If our son hadn't intervened they would have taken us for $20,000 dollars. To be honest this is why we called another company when the heating went out we have lost all trust that We Care actually cares for anyone except themselves. Seems heartless and very unethical to try and take advantage of the elderly. I requested reimbursement from We Care when discussing with Andrew to which he stated we do not pay customers.

Always friendly, prompt and professional!

Great job. Technician was polite and knowledgeable. Corrected the problem and fully explained the various functions of the heating and air conditioning system. Really impressed with the work done

Last Thursday Alex D worked on our furnace. He was very professional, answered all our questions and explained the problem and the solution. He even had to drive to Riverside to pick up the part. He was extremely thorough and made this a very nice experience. We are so pleased with his work and pleasant demeanor. Thank you Alex for the great job you did.

The tech was knowledgeable and explain things in terms that are easily understood. I would recommend to friends and family.

Great job! Joe replaced the capacitor and cleaned my hvac unit. He gave me great tips on how to maintain the unit. I can whole heartily recommend “We Care Plumbing heating Air and Solar”!

My Mom & I decided to so "Solar" with our Heating & Air company "We Care" in January of 2018, The salesman was very nice and so far we were happy. The installers were also very nice, and the work was finished by February of 2018 on the 12th. We were told that it takes a few days to a week for our electric provider to get all the paperwork complete. February passed and we still received our electric bill as usual. March passed and we still received our regular electric bill. Now in April and after four calls to the salesman and no return from the company. Our electric provider says "no application permit to operate" has been submitted, so they No Nothing about our solar. The City of Murrieta shows that a permit to install was given. At this point my Mom (86) & myself (66) and with disabilities we are getting "No Where". We think we deserve a refund of March & April electric bill which is apron. $230 and completion of the solar work, just for good faith. We re still paying the full amount of electricity and the monthly payments on the solar work ($20,000). My Father worked in Pasadena with the Pasadena Police department in the fraud division and we could use his expertise now. What do you do with a company that refuses to call you back and your paying though the noise. If you are thinking "Solar" check the company for it's history of work. "We Care" Dosen't !!!

We have been with WE CARE for several years. Jeff R has been our technician on several of those service visits. His knowledge of the the product and courteous interaction has kept us confident in the product and the company.