We Care Heating and Air
Reviews and Complaints

Bought a new *** HVAC system for my home from We Care Heating and Air Conditioning in Warner Robins. It was installed June ***. Three weeks later I discovered the installation was shoddy, that the top of the furnace did not line up with the ducting system by *** to *** of an inch. I complained to the company and asked that the misalignment be corrected. After two false starts to have this work done (techs didn't show, no phone call to reschedule) a crew finally showed up. Their fix was to add a bunch of duct tape.

Terrible company, I paid way too much for the installation of my new unit. I thought a big company would do it quickly. But it hasn't worked since I got it, and every time someone comes out, it's a different technician. They start from the beginning and say it's a different part, and then they have to wait for it to come in. It's been over four months, and I still don't have any heat or air in my rental unit. They claim they ordered the part, but they do nothing until I call them back. Then they say they'll check on it, and when they come back, they say they have to re-order it or come up with some other story. I've paid a lot of money, but I'm almost willing to just accept the loss and hire another company.

I absolutly do not recomend We Care to anyone needing any HVAC work done. What should have been a 1 day job, installing a dehumidifier and wiring it to our *** smart thermostat, turned into a 5 day fiasco! The first day, the install team was at the house from [protected] and did not finish the job. The service tech was also laying on the floor taking a nap several times throughout the day. Upon leaving they advised that everything was done except the wiring and that the sales rep would be coming out to finish that night. No one came or was in contact with me until I messaged at 1605 and was told someone would be out Friday morning to complete the job. The tech that came out Friday morning said that the install team did not finish their part so he could not do the wiring and the install team would be coming out to finish their part and then another tech would come out after to finish the wiring. After waiting an hour I sent a message to the sales rep who advised the install team would be out later that day to finish their part but could not give a time frame so I had to wait at the house all day Friday. I messaged the sales rep at 1510 because I had not heard anything and he advised he would reach out to the install team; he then advised that no one had been able to reach the install lead all day and doesn't know what time he would be out. Finally at 1802 the sales rep advised that the install team was leaving Macon at 1720 and would be heading to my house. I asked the sales rep why no one had been in contact with me, why the install was not completed the first day, and why the install team told me that the sales rep would be the one to complete wiring and that they don't know how to do that.. the sales rep did not answer of my questions. I messaged again at 1923 because no one had shown up and he had the service tech message me to tell me he was on the way. They arrived around 2000 with the wiring tech and at 2200 advised that it would be a "couple more hours" but that they had to go back to the shop to get a part and gave the option for me to wait or for them to come back out Saturday. I opted for them to come back Saturday. The tech said whatever time works for me is fine and then changed his story and said anytime between 9-12 works for him. I would not be available until 1400 so I told him that and he said ok. On Saturday they arrived at 1406 and began work. They left at 1811 with everything "complete" except wiring the device to our *** smart thermostat saying they didn't know how to do that and didn't think that could be done with the certain model the we care team forced upon us and to speak with the sales rep. After messaging the sales rep, he advised that the device was not compatible with the *** and that wasn't even what we had agreed upon, but when I advised him that it is, he back tracked and said "okay yeah it is. We can have someone out Monday to do that" I advised him if it wouldn't be done that day then I wanted to exercise my right to cancel per the invoice I signed and he said "thank you see you Monday". Monday morning the sales rep called at 0809 and said they'd be there in 20 minutes. He arrived on time but with two service crews trailing behind him. When he came in the rest of the crew bypassed me and went to the attic, I assumed to uninstall per the cancellation we had notified him of on Saturday night. I advised that we wanted everything uninstalled as we were exercising our right to cancel per the contract and the sales rep told me "that invoice is just for the financing and in Georgia you don't have the right to cancel" I advised him to stop all work until speaking with my husband and he told me "unfortunately that's not gonna happen" I told him again I wanted all work to stop and he stated again "yeah that's not gonna happen" then he advised me again that wiring the device to the *** was not agreed upon in the original contract and that he was doing it as a "favor". I called my sister and she came out and advised him that we wanted to stop work and cancel the contract per the invoice I signed and he advised her that Georgia is not a right to cancel state but that we could cancel and be subject to a 25% restocking fee. She asked for a copy of the actual contract and what he sent us was really just an addendum (addition the contract). He also stopped work as she asked but ignored me when I asked twice. After being on the phone all day with basically EVERY staff member in the we care office, the service manager Randy said the only option we really have is to let we care complete the work. My sister quickly advised him that the "contract" that the sales rep forwarded us this morning said we could cancel and the sales rep also said we could cancel with the 25% restocking fee and we advised Randy that is the route we wanted to take. He proceeded to avoid the question and say he doesn't see why we can't just work this out and smooth it over. We advised again that we wanted to exercise our right to cancel and would gladly pay the 25% restocking fee. He stated "I will have to review the contract and if I agree to that then we can do that". We called again and asked to speak someone above him. We were advised, by the only rep that was nice, that she flagged our account and sent it to the "end all be all" manager Erica. We were advised that whatever decision Erica made is it and there is no one else above her. Erica finally called later in the day and notified us that a team would be coming out in the morning to uninstall everything. Still no apology or any concern from any we care employee whatsoever.

All in all, this company is not run with the customer in mind and has told lie after lie and has back tracked and changed their story so many times. Definitely do not call them if you ever need anything done! Their moral compass and code of ethics is pathetic and inhumane. I'm still trying to figure out how anyone in this company sleeps at night knowing this is the service they give people.

Me and my wife, we noticed last week that our house wasn't cooling down as fast at night like it used to. We called WE CARE last Thursday 'cause we bought a unit from them like 3.5 years ago and they always do our HVAC stuff. Actually, WE CARE fixed our old unit before we got one from them. We had some problems with this unit since the beginning. But WE CARE always came and fixed it. When they came on Tuesday, they had to clean some pipes and check the compressor. The guy was here for a couple of hours, said it was fixed, and left. But now, two days later, the HVAC system is even worse than before. It's leaking a lot of water every day (we managed to contain it), but it's not cooling at all. We called WE CARE late Tuesday night about the problem. They sent someone this morning, but he said the unit is broken and we gotta pay another $1000 to fix it. Why didn't they notice this last week?

We had like 20 visits to our house. They put in a whole new duct thing and a new unit. The duct thing wasn't done right, so they fired some of their workers and had to come back and fix it. They didn't finish painting the boots they installed, and when another contractor came, they painted them the wrong colors. One of their workers broke our $2000 bedframe and didn't give us any money for it or a new one. I wrote a review on Facebook saying I don't recommend them because they caused us a lot of trouble and wasted our time. I even attached some pictures. Then this guy named Mike asked me to take it down and said they'd give me money. But when I said no, they said they gave us our warranty money back (but we haven't gotten a check) and told us today that they won't come to our house anymore, even though we bought an extended warranty from them. I wrote all the details in a Word document.

In May, We Care sold us a new $7,000 HVAC and $3,000 of insulation. In its first 5 years, it has had about 10 repairs, several major, at an in-warranty labor and refrigerant cost of approximately $2,000. Our electric bills have been increasing since the system was installed, with the highest at $319 this March. It was making loud noises and not working correctly at the end of winter and failed to cool effectively when switched to A/C. A repairman from another authorized service we used for the last few repairs found the reversal valve failed, damaging the compressor. He suggested that we call We Care to consider replacement due to the unit being defective as they sold and installed it and are responsible. We Care checked it, agreed with the diagnosis, quoted a near $2,000 repair, and blamed us for the failures. I reported everything to the manufacturer, received a case number, and was told to have We Care certify it as defective for replacement. We Care has been unresponsive for 3 months with no callbacks.