Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We called we care plumbing because our dishwasher was not draining. Told them its working fine but wont drain. The guy came, he was nice but already talking about how tired he already was (this was in the afternoon). He pressed the rinse button and told us the dishwasher is broken already. We were surprised because we just used it. I ran it a few more times prior to them coming hoping it would drain. But okay fine, he's the expert. We bought a new one, had it installed by someone because he said it's 460 dollars if they install it. So brand new dishwasher still was not draining. So the dishwasher was not the issue. We're so mad. We called them and the new guy found out it was our new garbage disposal, the part that has to he removed to drain from the dishwasher was not removed. It was an easy fix, in less than 5 mins it was diagnosed and fixed. Now we have 2 working dishwashers because of their wrong diagnosis. Called them they said they'll call back..supervisor finally called 2 weeks later saying they will only refund the 59 on call fee. Told them it's their fault we spent and extra 500+. He never admitted its their fault but kept saying it's the guy who installed the garbage disposals fault. Told him yes its his fault that it was not draining but that's why we called you to fix it because you're the professionals. We kept going over and over but he never took responsibility for or admittance of their mistake. He even said return the dishwasher. Asked him if he will Uninstall it and install the other one back. He said no. It was a very bad experience. He said he can only do the 59 dollar refund. He only said at the end sorry we couldn't fix your problem..told him this is not the end of this. He said he'll ask the regional manager but never heard back again.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had Kevin from We Care to come to our home and stay forever. He told us about a heat pump system and we gave him $500 after hours in our home. Next day we left voice mail for Kevin, before 9am and emailed We Care that we weren't going to go forward. Brandy, from We Care called and left voicemail that she got our notification for requesting the $500 back since we canceled about 12 hours after giving Kevin the check. We were giving NO paperwork. Brandy and I spoke and she said they'd be putting the $500 directly back to our checking account and would take 2 to 3 business days to complete. On Monday the 17th, the check processed at our bank. I called We Care and Jessie said she'd send an urgent message to Randy and he'd get back to me. He didn't. I called Brandy and left voice mail about where's our money. She called us back the next day and said she had done everything to process our refund and we needed to deal directly with Warner Robins We Care. I have called every day and per Jessie at We Care, she has sent an urgent message for Josh the general manager to call us. He still has not. We plan to file a dispute at our bank tomorrow the 21st if our $500 is not returned to us. I text Kevin asking about refund since he called us and tried to talk us into going forward with ordering heat pump. I said NO! At no time we're we ever told the $500 was nonrefundable, in fact we were reassured we would be getting the $500 back

  Customer response

  06/20/2024

  Here's a screenshot of email sent 

  Customer response

  06/24/2024

  We Care delivered a check for the $500 around 1:30 this afternoon 

  Customer response

  07/03/2024

  We were informed today from Colony B*** that We Care gave us a fraudulent check for $500. We were charged $5 for this fraud. There is no account at J******* ***** for the check given. We have informed Randy via Jessie that we want $505 cash . We've been informed by the bank to report this to the police 

  Business response

  07/18/2024

  To whom it may concern,
  I Josh J***** the President and GM of We Care have outlined the events in a timeline below. Please call me directly on my personal phone with any questions or concerns ###-###-####.
  
  19 Jun 24- Customer signed an estimate with us at which time we secured a down payment of $500 dollars.

  
  20 Jun 24- Customer called and stated that they would like to cancel due to finding a cheaper competitor. The customer was informed that they would be refunded in 5-7 business days. 

  
  21-23 Jun 24- Customer called in everyday demanding a refund immediately for their deposit at which time they were informed it would take 5-7 business days to complete the refund (standard business practice). 

  
  24 Jun 24- Due to the continued harassing phone calls, I the President and GM of the company hand delivered a check to Mr. ******** at their residence at *** ***** *** ****** ****** ******. 

  
  03 Jul 24- Customer called in stating that the check was fraudulent and that no bank account existed with that check number. I was out of town at this time working ******* * ****** ********* ** ** ****** *** ** *** ******** ** ******** ********* ***** ****** * ***** ******* The customer was informed that I would call both our bank and the customers bank in the morning and sort out the details of the transaction. 

  
  04 Jul 24- After speaking with both banks I was informed that the check was in fact valid but that the signature on the check overlapped the check numbers and was unable to be read by the automatic check scanner. The manager informed me that the teller should have physically entered the check number instead of continuing to run it through the automated scanner and that the check would have went through had the teller manually entered it. My office manager called and informed the customer that she could go back to the bank and cash the check if the teller manually entered the check number. The customer refused to reengage the bank and demanded a new check be issued. Since I am the only authorized signer on the account the customer was informed that I would not be back until 9 July 24 due to my father being hospitalized and that I would have another check signed and awaiting her at the front desk of the office by 2:00pm that day. 

  
  05-08 July 24- The business received harassing phone calls from the customer daily. 

  
  09 July 24- At 1:50pm the on 09 July 24 the customer came by and picked up the physical check (from the same bank account as the original) and cashed the check the next day. 

   

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I’ve been a customer of We Care Heating and Air/Cooling since July ****, shortly after purchasing my house in May **** in which they installed the HVAC system for the previous owners. On February 7th 2024, At my request We Care conducted an inspection and provided an estimate for replacing my water heaters, I requested information for financing the work. After much back and forth I signed the 7th estimate on February 26th for a *****i system with *******R to provide smart home functionality and maximum efficiency as per my request on February 7th. On February 28th the system was installed with the exception of the *******R system which hadn’t arrived yet and was to be installed at a later date. On February 29th I discovered an unauthorized charge on my credit which is used for the monthly maintenance plan for $6,018.12. On March 1st I discovered the unit was leaking in my attic. After multiple visits over the past 45 days it has been discovered that the unit was poorly installed, was missing critical pieces during installation, and is not functioning as requested or quoted. As of April 17th the unit is still leaking in my attic, I’m awaiting a response for replacement parts for 3 weeks, and have been given the option of paying an additional $1,600+ for the circulator I was told was included to get the smarthome functionality I was quoted, or the *******R system can be removed and reimbursed. Neither of these options are acceptable. This is only a brief summary of my experience. I’ve spent countless hours with repairs visits, waiting for technicians that never showed, dealing with miscommunication from multiple employees via text, email and phone. * **** ***** ** ** ** ********** ** ******** ** *** **** ******** ** ** **** ***** ****** ****** *****

  Business response

  07/19/2024

  To whom it may concern,
  Josh J*****, the president and GM of We Care, and I have outlined the events in a timeline below. Please call me directly on my phone with any questions or concerns.
   7 Feb 24—Mr. ********* requested two estimates for water heater replacements due to issues with his old hot water system. We worked closely with the client to develop these quotes to facilitate his needs.

  1.      Quote 1. It was for **** gallon gas water heaters to replace his old **** gallon standard gas water heaters that supported his hot water system. (07Feb24)

  2.      Quote 2. It was for 2x Tankless water heaters to replace his original **** gallon water heaters. (07Feb24) 

  a.      Customer was informed that based on the size of his house, he could get by with one tankless water heater if he was not running all showers, dishwashers, and kitchen/bathroom sinks simultaneously based on a gallon-per-minute ratings. The client was informed that installing one unit was not the preferred technique for a house his size, but it was possible and cheaper than two Tankless heaters.

  9 Feb 24- The client called back requesting a quote for a single tankless water heater to support his home, quote was updated and resent.

  13 Feb 24- The Client called back after doing further internet research and requested that we add a ***** ********** *, which would provide him with smart home *******. At clients request, an updated quote was sent to the client again, which he accepted. The equipment was ordered with a delivery date of 27 Feb 24. The client was offered financing at the time of the sale, which he declined. He stated he would pay via cash or credit card at the time of service.

  28 Feb 24- Technicians arrived at his house and completed the water heater installation. However, the ******* * ****** was on backorder and would need to be installed later. Upon installation, the technicians noticed that the current electrical receptacle was not to code and that they would need to bring out an electrician to complete the change. The receptacle was changed at no cost to the customer since it was not identified during the initial estimate.

  4 Mar 24- The ******* * ****** arrived and was installed by a plumbing technician without incident. During the installation, the client asked about the recirculating pump and stated that he read online that the recirculating pump was included with the unit and that he didn't have one. The customer was informed that the recirculating pump was an add-on to the unit and that it was not included in the unit as per his invoice, which was explained to him by the technician at the time of sale. I talked with the client about the recirculating pump and informed him I could provide an estimate for adding one to the system. An estimate was provided to the customer, but the customer declined it. Customer signed off on completion of work and payment was taken via credit card. 

  16 Mar 24- Technicians were called to the customer's home to address what the homeowner claimed "was a leak" from the vent pipe on the water heater. The technicians inspected the water heater but could not find a visible leak. They reglued all the joints of the vent pipe as a precaution at the request of the homeowner. During their inspection, the technicians noticed an issue with the existing drain line to which the water heater was connected. The technicians reran the drain line at no cost to the customer to ensure no future issues. Due to the problem with the drain line, I told the customer we would replace his broken guest bathroom faucet as a show of good faith.

  1 Apr 24- Technicians arrived at the residence and installed the faucet that was promised to the client as a good faith gesture from the drain line issue. The vent pipe was again inspected to ensure proper operation and no issues were identified.

  The client has continued to use us for all three trades in his home and, to my knowledge, has not had any further complaints. I've attached a copy of the sold and paid invoice, which clearly does not mention a recirculating pump. 

  Customer response

  07/23/2024

  I am rejecting this response because: This drain line repair that was conducted unrequested on 07/22/2024 will not hold and has the potential to fail as the temperature increases.  It was in the 70s when they completed this repair and the drain line was relatively firm.  As the temperature isn’t he attic can easily exceed 100*s this line will fold around the zip ties and potentially wear out.  I signed off on the HVAC repairs today with a note in the signature line that I did not authorize this repair.
  Sincerely,
  
  ****** *********

  Business response

  08/12/2024

  All service were performed to standard and completed as agreed upon in the estimates provided. 

  Customer response

  08/21/2024

  I am rejecting this response because: I am not satisfied with the response from the business.  They contend that everything was performed satisfactorily as agreed, despite: the job is not complete; multiple repair visits were required; they have stolen my property and not acknowledged it in any response; forged my signature and committed credit card fraud; and their own inspections by other departments have found flaws with their work.  There seems to be nothing else I can do to make this right and am putting this matter to rest through BBB and will seek other means of recourse.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company came to my house to do work. Somehow when making my appointment, they didn’t hear that I was financing the job that was being done. They came on the *** ** **** 2023 to to a check on why my ac was not working. This was a $49 initial job to check. The tech Alexzander S***** started the job with letting us know what the issue was. He added Freon to our system, turning a $49 job to a $600 job. That was the first thing he did wrong. Not communicating what’s he is doing before doing it. He the. told us that we needed a new ac coil and the estimate would be like $1900 to do the job and to get parts. We said okay and signed to get that done. On July 11, 2023, tech Steven zimmer came to to the job. He got completed with the installation of the unit and was looking for payment. I told him that we stated that we was financing. He stated he wasn’t aware and called his boss. Rudely, randy stated that I was supposed to tell the tech I was financing. I stated that I told this when I set up my app. He ran the finance and state we wasn’t approved and said they had to take their unit back out if we didn’t pay the $1900. I stated that was fine. The tech Steve, uninstalled their new unit and left. But he took our unit too. He didn’t let us know he was completed, I’ve never received any paperwork, like receipt of anything. My home is 1 year in a half old and my ac unit was under warranty and they stole it and will not give it back. They manager stated that we have to pay $1900 to get our own ac coil back. It is insane and I’ve never hear of anything like this. I have 3 children in our home and it’s 96 degrees in our home. I didn’t know our ac unit was under warranty unit my realtor told me. We are new homeowner and not sure of thing like this. My unit has a 5 year warranty and it was stolen by this company. The tech just left and didn’t say anything. We didn’t know it was gone until the next day when checking to see if it was leaking.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Main HVAC issue the entire time water leak and or water back flow. Issue start date: ** July 2023. We Care Heating and Cooling 1st service date of said issue ** July 2023 - drain line flushed (supposedly) and fixed improper safety switch wiring (paid $354). We Care technician reassured there should be no more water leak. But issue persisted so 2nd We Care service date ** July 2023 - found condenser coil leak. Parts ordered and new condenser coil installed on ** July 2023 (paid $1611.90). Again We Care reassured us there should be no more water leak and or water back flow. Main issue of water leak and or water back flow still persisted. 3rd We Care service date ** July 2023 - recommended another drain line flush and install condensate pump (paid $0). We installed condensate pump and new tubing ourselves since it’s something that we can do. We did it same day **July. No more water leak and or water back flow thus far. We Care did not even properly complete the condenser coil installation. The copper tubing outside connected into the condenser is not safely wrapped, it is bare leaving the condensation particles dripping into the attic floor. We feel like we are owed a partial refund due to the fact that on the ** July 2023 service date, the condensate pump and tubing change could’ve been suggested then so the issue would’ve been solve then.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  * Sept 2022 I was charged $249 for my annual service/warranty verse $199 last year. I have an agreement with them that states $199 for annual/warranty for 10 years. I am in year 4 of this agreement. I spoke with Tracy (I think was her name) in the office and was told it was an agreement and not a contract. At no time was I notified of a price change. We Care has not tried to resolve.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/09/08) */ Hello Mr. ******, We can continue with the original $199 price for the remaining time of the agreement if you're willing to pay the total cost upfront to lock in that price. We can even credit the $50 you feel you were unfairly charged if you would like to go this route. We regret that our prices had to increase to keep pace with the rising costs we, as so many others, have incurred from our suppliers and others. We attempted to contact all of our agreement customers and apologize if we failed to notify you. If you would like to go with this option please give us a call. Consumer Response /* (3000, 7, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again that was not a requirement of the agreement. I feel I have lost trust in We Care. Now I am not sure if they will even honor the rest to the agreement.

*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. ↩