Sunset Heating & Cooling

We had a problem with our AC unit and Samuel came in and fixed it for us very efficiently. He was courteous and professional, and explained all the things that we wanted to know in a relatable manner. The whole experience from getting an appointment to problem resolution was handled smoothly by Team Sunset. Thank you.

David the technician was great, he was super knowledgeable and helpful. The only problem I had was with the scheduling department. I had been rescheduled 4 times over a 2 month period before a technician could come out. David was 5/5 stars but the scheduling department was 1/5 stars.

First, I want to say that Nolan C is very personable and helpful. He showed me how to change the filter in my new furnace and provided some helpful advice on using my thermostat.
Unfortunately, the main purpose of the visit, which was scheduled several weeks ago, was for cleaning of the blower in my Fujitsu mini-split. This was not accomplished. If an approval of an estimate of cost was needed it should have been provided to me before the scheduled visit. I already had a pretty good idea of what it was going to cost from a previous servicing in September 2022. Nolan explained that he did not have the proper equipment to do the thorough cleaning needed. I am disappointed in the poor communication within your organization. I now need to reschedule the servicing of the mini-split.
Eduardo came to complete the cleaning of the blower wheel in my mini-split last week and he did an outstanding job. The unit works like new and his friendly, professional service is much appreciated. My thanks for making things very right.

Extremely happy with the professionalism and attitude of John and Kai. Very impressive young men. The overall experience with the company has exceeded our expectations. It started with a phone call to Robert who really started my comfort level with Sunset. I had already paid for an estimate; but I didn’t feel comfortable with that experience. Robert created an appointment the day after I called and Matt was the tech that diagnosed our issue. He sold us on himself. He was authentic. John and Kai completed the install and we couldn’t be happier with them. Great team effort.
Thank you all

This team was professional and helpful from estimation throughout installation of our new heat pump. I was surprised at how quickly they provided service and installation. We highly recommend Steve, Justin, and the team at Sunset heating and cooling.

Jake Miller is a very skilled technician. He was able to diagnose and correct my issue quickly and efficiently. Kudos to Jake for his professionalism and for being a standout at his company. Thanks Jake!!

Sunset installed AC to work with our pre-existing furnace a few years ago; recently the quite old furnace needed replacing and they replaced that too keeping the existing AC which was new. They were professional, courteous, on-time, and did nice work and cleaned up nicely. Highly recommended.

Sunset was able to fit me in next day as my AC just quit and was 87* inside my house. Shavon arrived in the time frame given and was wonderful, honest, spent extra time to find the exact problem and advocated for the next portion of service I needed the next day instead of the next week.
Julian and Jake arrived on time with an upgraded unit. They were both very friendly, knowlegeable, efficient and within hours a whole new ac sytem, reconfigured the filter box and coil unit, installed an updated fuse box and thermostat. And they loved on my big dogs;) Wonderful field staff all the way around- this is great customer service that you cant find anymore! Thank you to all that were involved.

After 17 years our furnace and AC needed to be updated. I really appreciated the professional service provided by a friendly staff that communicated exceptionally. From our initial visit with Matt and his recommendations for various replacement/repair options, to the hard working and dedicated team of John and Kaimana doing installation (and Robert and Rich who supervised) and Ethan who cleaned our vents, the entire process was exceptional. Overall, a great experience for a very expensive investment. Keep up the good work.

Update: After 1 month of using our enormous, expensive ($14k), noisy heat pump, the results are in: our monthly heat bill is the same as it was when we had baseboard heating from the 1980s - $250 for a 1000 sq. ft. house. We set the thermostat to 70 during the day and 60 at night, so we aren't keeping it super warm or being wasteful. I don't know if the problem is with the pump, installation, or if it's actually not as efficient as we were told... I don't have the money or energy to investigate.
Not only was the entire experience a nightmare, but the one redeeming quality ("at least our heat bill will go down!") is also gone. I may as well have burned my money to keep us warm.
We were hoping that this enormous noisy unit would at least save us a few bucks, but at this point I'm taking the L and moving on.

Original review:

One of the absolute worst experiences I've had with a business in Portland.

Sunset's sales rep, Ray, set a high expectation for the service we would receive. After meeting with him, we agreed to move forward with a new heat pump installation and scheduled a 1-day install.

On installation day, the crew showed up at 9, disconnected the existing heat system, and got to work. At 2:30, the installer announced that he was done for the day and going home. I asked if we had heat. He replied no and said that he had been sick all day (he was symptomatic and unmasked in my house all day), was too sick to finish the job, and will be back tomorrow. They left us without heat when it was 30 degrees outside. They didn't try to get someone else to come out and finish the job, they didn't offer us a hotel, and we didn't even get an apology until a few days later (and only then after asking numerous times to talk to *someone* about the communication breakdown).

After the installation was complete (we went 30+ hours with no heat), we could hear/feel the heat pump vibrating the house. They sent someone over the following week to check it out. He tried to help, but clearly hadn't been told why he was coming out because he didn't have the basic equipment (vibration absorbing pads) he needed to resolve the issue. I ended up buying vibration pads and getting in the crawlspace myself to put them in. For $14,000 I shouldn't have to do work myself, but if they didn't get it right after 3 separate visits I didn't have much faith that they'd follow through. They did send someone out a 4th time to try to further deal with the vibrations. He showed up 2 hours late - nobody called to let me know there was a delay.

Overall, it was an incredibly frustrating and disappointing experience. Their internal communication is poor and it shows. I feel like I was ripped off and don't trust that they'll help if issues arise in the future.