We Care Plumbing, Heating, & Air

Susan T.

if it were possible to give zero stars = that is exactly what i would do. my elderly mom purchased her HVAC system through Oak Island about ten years ago, vetted by Costco. somewhere along the line, Oak Island merged with ""We Care""; fast forward to just two weeks ago when mom contacted them to desperately request help because the heater was not working. she has several medical conditions and is elderly. the fine folks at We Care dispatched a technician who did nothing to assist her; instead, told her that the repair would run at least 5K and was encouraged instead, to replace the entire system at a cost of 16K; which, she being elderly and desperate, signed a contract for the work to be done. with a three day cancellation window which started the minute she signed the contract. with an install date that fell within the three day window. but i digress. after contacting several other HVAC professionals = it became very clear that this company was bamboozling an old lady, my mom. and suffice to say, i slammed the brakes on that right away. how they could in good conscience, advance the idea that their system had lived its best life and that my elderly mom should just replace the system for 16K...let's just say that was again, 100% bamboozle. i was able to explain to my mom that we needed another opinion and not to rush into this massive expenditure. we got the second opinion and guess what = turns out that the only problem was a dirty air filter. this is absolutely unacceptable business practice! i phoned their offices the very next day after this happened (january 16, 2025) to cancel the contract that my elderly mom should not have signed; and to request that the one thousand dollar deposit on the pending work be immediately refunded. it should never have been collected in the first place. their front office wanted to jack me around with filling out a form and a complaint and whatever else they thought would discourage me. i told them that i had every intention of reporting them to the California Licensing Board = that's when some guy named Allan got on the phone and facilitated issuance of the refund to my mom (which involved also speaking with the technician/sales person that came to the house). their business practices are ""suss"" at best. i would recommend NOT doing business with Oak Island/We Care. and if you do choose to give them your business, be ready to grab your ankles.

Juan H.

Buyer beware!! We purchased a heat pump unit in October 2022. It's been less than two months and the unit is having issues to thwart point where it's unusable. I called on July 24th and was told I was scheduled for the Friday after next which is August 2 (today) and now they're saying I'm actually scheduled for September 6. This company does not have the bandwidth to support many customers during the busy summer season. They don't stand behind their products and labor as it has been less than two years and after having issues they are not motivated to do repairs as they are focused on sales as it offers larger profit margins.

Update: After expressing my concerns and posting this review, they were able to schedule me for an August 6 appointment. The unit was not faulty but the hvac was having draining issues which they helped identified. The technician, Cuahutli, was great at troubleshooting and identifying the problem quickly. I give the technician a 5 star but due to the scheduling challenges and that it had to get escalated to get someone over I'm updating my review appropriately.

William S.

Purchased system 8 years ago from Oak Island. Starting Sept 2023, thermostat would shut off. We Care came out and said it was a condensation water issue, which triggered the safety sensor. We Care stated it was not under warranty. I Was charged $250 for the visit. Happened again on July 23rd. Once I got through to the company, the soonest appt was August 15th (your hold message states you can come out within 24hrs). I pushed a little harder and was able to get an appointment on 7/31. I could not wait with the home being 90+ degrees and had ASI come out. They have determined that the coils need to be leveled and were not installed properly. The excess water is draining the wrong way. He recommended that I call back and tell ""We Care"" that is a warranty issue and we should be bumped to the front of the line. I called and received a very combative person. She stated that Oak Island kept bad records and that my warranty is through Lennox. She also stated that that ASI's visit could impact my warranty. I assure you, they just dried up the excess water, so the AC will work. This is not ""going the extra mile"". I was assured I am at the top of the list to get a sooner appointment. You should treat Oak Island customers with the same urgency and care as your We Care customers, since you purchased the company. I will also be contacting Costco with my experience.

June H.

Excellent job. Ignacio and his partner are great! Would highly recommend to anyone looking for highly professional and reasonably priced HVAC work.

James M.

The We Care Plumbing (formerly Oak Island) company installed my heat pump.

The installers, Ricky, Osil, Tommy and Israel were all very courteous and hard working. They did a great job of explaining the install process and what they would be doing for the install. They thoroughly checked out the system and helped me through the control setup process. Additionally they were careful not to let the dirt and dust from the process into our closet and bedroom access to the air handler location.

Ruben M.

If I can give this company more than 5 stars I would. This company surpassed our expectations on everything with price, customer service attentiveness, response time, from the very first phone call with Shane all the way to the day of installation and after. The crew that installed our heat pumps were fast, efficient and they completed the work perfectly. I don't remember each name of the crew members but they we're nice, polite and got the job done.

Jim S.

Replaced a furnace and air conditioner on Monday. The Friday before Cuahutli Garcia was most thorough in explaining the condition that my heating and cooling systems were ready to replace. On Monday, Tommy, Ricky, and Yoed arrived promptly at 8:30 am and worked nonstop until 3 pm to finish the installation. The guys work quality was excellent. They answered our questions and made sure before they left that we understood how to operate everything. It is a big expense but we are relieved and are confident that we had chosen a quality company with quality employees. By the way the company is now called We Care . It was called Oak Island.

Susan P.

AC installed today by superstar install team Riki, Tony, Osiel, and Greg!!!
The team was helpful, professional, and expertly made many adjustments before the system was up and running.

Thanks Jacob Young for shepherding the process!

I highly recommend !!

Henry D.

We hired ""We Care plumbing, heating and air"" to install a whole unit of electrical HVAC system in June 2023. They sent ""Oak Island heating and air"" as contractor that works for them. They installed the system poorly which worked less than 24 hours and it shot down. After a lot of back and forth and wasting a lot of time, finally end of the summer and after two more complete installation, we got the system running. In addition, they disconnected our backyard power source and used that line for HVAC system instead of running a new power for their purpose. Since then, we kept calling them to fix the outlet power. Finally, they showed up couple of times with different technicians and diagnosed the problem and they said they need to get the parts and each time they left and did not come back. We have been calling them every couple day and they promise that someone is going to call us back and solve the problem, but no one has called us back. ""We care plumbing"" and ""Oak Island heating"" both have very poor management and customer service after we signed the contract. There is zero communication between these two companies. They have put us in the middle, and nobody gets the responsibility of their job.

Nick T.

I purchased a Lennox furnace and air conditioner from Oak Island through Costco and unfortunately, it has been a disaster. It'd be a wise decision to avoid this company until they get their act together. Some of their employees are some of the nicest employees I've ever talked to. Dispatch, Shane, and Terri have been very quick, responsive, and some of the best representatives for that company. However, the companies policies Have recently disabled their employees from helping Me. Around a year ago I purchased my units and had them installed. As of today's date through a continued series of mistakes and the units not working I've been told I'm gonna be forced to pay an additional $2000 to get my unit working. just be aware if you work with this company that's a possibility for you. The line set has been damaged. We don't know when or how. But that's not covered under warranty. We've just now figured out that that's an issue well over a year after the install. Additionally, in between that timeframe. I had a roofer tell me that Oak Island's work was incorrect and the flashing for a vent was not done properly and it could leak. On my roof. Oak Island came out and confirmed they did it incorrect. Had I not had a third-party inspect the roof as I just happened to need roof work done. That saved me from Oak Island, and this mistake would've never been corrected on Oak Island's dime if it hadn't been caught because they weren't gonna tell on themselves. Additionally, they installed the overflow sensor incorrectly causing the unit to fail multiple time the day we got the unit. The very same night it was installed! They came out to fix that too. Then they had to come out again for the same issue. Because they had fixed the overflow vault incorrectly. Causing it to fail and to shut off. So that's just three issues not including the recent discovery that they're going to make me pay them $2000 or my unit won't work properly. It's as though I have to repeatedly protect myself from working with this company, and the only way to end it is to agree to pay the $2000 to fix the line set. I was assured by the owner, Jacob when we first purchased the unit that this was a family business and had been a family business. And the customer service would not diminish. Somethings changed, and what a shame, as it doesn't need to be this way.