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Main location41085 Golden Gate Cir Murrieta California 92562 US(951) 200-5652
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The following is a copy and paste to the service manager, Ignacio after the first attempt install which took two full days:
I am not impressed with the service or installation we have received. This is in regards to the new system installed at our house located at XXXXX. I tried e-mailing on the We Care website but it would not let me after several attempts.
First I had to call the We Care office to find out when the installation crew would arrive, no one told us a start time, they eventually showed up at 9am. This Monday, Feb 19th, the first day for installation the guys kept waiting for all of the parts. This took several hours and two deliveries were made because the first attempt had the wrong parts.
· The pure air was not installed · The pre-existing Honeywell UV light socket is damaged and not working now · The wrong thermostat was installed, an E30 not S40 · The thermostat is loose on the wall · The MERV16 filter fits loose in the cabinet allowing blow-by · No walk through after install to verify the correct items were installed and pointed out so I am not signing the document that was e-mailed to us as it is not accurate
· The guys on Monday didn’t know how to install something and sat on our kids swing while reading the installation manual, I have video of this if you would like
· The yellow energy labels were taken off the units when they are supposed to be left on and removed by the customer
· We told the sales person Austin we wanted like for like except dual fuel. After not sleeping all night with the heater on, this unit is definitely not quiet, when the fan turns on, it is 100% full speed and not variable like our previous unit, thus making a lot of sound
I thought Costco would have chosen a better contractor, but all I can say right now is wow!
I will be expecting a response by e-mail today addressing all issues before I contact Costco tomorrow.
Besides this being a huge inconvenience, headache, and quite frankly I felt like I was teaching the We Care staff on many things, I have to wonder if this happened to another customer, what they might have gotten away with. I work in building maintenance and know what is right and wrong with installations, code, etc.
I do not feel customers must be experts in the industry of whatever it is, (cars, windows, flooring, or HVAC in this case). Professional businesses and professional contractors should be doing the right thing the first time. Several items I listed would probably have been missed by the average homeowner.
I later found out from the 2nd installers the original furnace was wrong in that it was not designed to communicate with the S40 thermostat and that's why the incorrect thermostat one was installed. So was the sales guy just trying to lower his price to beat the proposal I had from ASI?
I am not sure how to end this email other than this whole thing is very disappointing from a customer's point of view. I cannot recommend to anyone I know to use this Costco HVAC program because of the aforementioned. I hope other customers have not already been cheated on what they bought or thought they bought or future customers have to deal with this.
