Sunset Heating & Cooling

We had a new gas furnace and AC installed in May of 2022 by Morrison. Shortly after, there were issues with the install not being done correctly, and we were told by the technician that came out that the business had been sold to Sunset. Winter came, and the unit stopped working during the night. I left a message with the service (who said someone would be out later the same day) and NOTHING! No call back, zero response. I left multiple messages and still no response when it was in the 20's out and we had no heat. Fortunately, I called the Ecobee thermostat people, and got a super nice guy who spent an hour on the phone with me figuring out how to get the furnace working after verifying that the problem was not the thermostat. Turns out the water drain line was not installed correctly, so it froze, and the unit shut down. Months later, and more calls, and finally a technician was sent out to fix the problem. Week later, same thing happened again because the problem was NOT FIXED or corrected properly. Again, I've left multiple messages over a several months, and ZERO RESPONSE! Worst customer service ever!!! And, now I found out that the UV Air Scrubber was installed incorrectly as well, and I'm still trying to get a response from the company. Everything is under warranty and we were told they are honoring Morrison installs! DO NOT HIRE SUNSET if you want customer service!

We have been customers of Sunset Heating and Cooling for 12 years. This morning a technician came to our home to diagnose and service our AC unit. Landon was very thorough and was able to efficiently diagnose an issue with our AC unit and explained the problem in layman’s terms. We highly recommend Sunset Heating and Cooling.

A technician came out on a cold call for a free inspection of my hvac system. The system was run and worked fine other than a diagnosis for a valve that had a minor freon leak and another minor issue which I can’t recall specifically. I told him I wanted to have the work done, he said someone would be in touch to schedule the work, he took off, I never heard from the company again. 4 months later I turn on my ac unit and it’s not running. I have another (very inexperienced) tech come out for a look, the system still has a decent freon charge despite the leak which still needs fixing, but now the control board is fried. I ask to talk with this very junior technician’s manager. I get a number, call, and find out that the guy that came out to do the initial inspection is no longer with the company. I ask for, but can’t get any kind of official record to account for what the original technician did, nor can I get any record of the work he had recommended to me, despite having signed their iPad three different times. I insinuate to the manager that I think the original tech that came out may have messed something up and I can sense an immediate dismissal from the manager. I ask if a more senior tech might come out and see if they might be able to figure out what could’ve fried the control board. He said “I’ll get right on it as soon as I hang up” in a very “I’m shaking you off” tone. He said someone would reach out to schedule an appointment. Nothing. Ghosted me.

This is a big company, providing services and products that have huge demand and very little supply right now. It makes no business sense for them to show accountability for any mistake they might have made. It’s much easier for them to take a bad review, ignore me and move on. At some point businesses grow to a size where the ethics are compromised for the sake of revenue opportunity at the customer’s expense. This company is clearly at that point.

Jacob Prickett installed a new furnace and air conditioner. We can’t say enough positive about the experience. He worked hard, was very pleasant to be around. Jacob answered all of our questions, and definitely went the extra mile to make sure we were all good. The installation itself was obviously a highly professional job and all squared away. Sometimes things can look a little awkward when replacing and HVAC. Not so here. Neat as a pin. The work space was thoroughly cleaned when he left.

You could not have a better professional than Jacob!

I am only a renter - but i did want to give a massive shout-out to John Curran and Kaimana. Both were super communicative - always cheerful - great customer service - and super persistent at trying to resolve a super tricky job.
They were proactive in calling in more support so they could focus on getting some heat into a very drafty old home - during one of the colder spells, this Portland Winter.
They always went the extra mile.
If we one day - get to own a home - we will use Sunset again.
..... and we DID use Sunset again. A few days later - i was super impressed with Roman and Nick and their install of a new hot water system. They were super quick ... and were very communicative.

Hayden was professional and very knowledgeable. He took time to explain the way the system operated, the work he was performing, and the reasons for the issues my system was experiencing. Overall great experience.

I called at 9am for a toilet leak and they had someone out in 3 hours. Solid service desk, great dispatch, and Jesse Edwards (the plumber) took care of all my needs and even went the extra mile with some other odds and ends I requested for the toilet. I was a first time customer and they treated me like I was the most important person for them that day.

Will DEFINITELY be calling them back for future calls like this

Eric was very friendly and professional. He took his time and made me feel fully informed of what he was doing and then provided multiple options for payment based on what service he performed, in addition to what he thought was most beneficial for the future maintenance of my unit. Plus my dog really liked him, and my dog doesn't like most people.

Technician was on time, respectful, and thorough - emailed me price estimates for work to be done. Prices are high so I am going to shop other businesses before making a decision.

Ethan did a great job giving us insight into our HVAC system and maintenance. So much appreciated. Very thoughtful, friendly and tidy.