Westlake Heating and Air Conditioning

Had a new Carrier heat pump system installed in our home in July 2022. To date, September 2022, we still do not have the correct programmable thermostat as noted on our contract. Technician who performed the installation was arrogant and acted like our request to use the current programmable wifi enabled thermostat was unreasonable, even though it was less than 1 year old. Didn't know how to wire it and asked for the manual. Any HVAC technician with a decent amount of experience should be able to wire a thermostat in their sleep. Numerous calls and emails into the company with not 1 return call. This place is an absolute JOKE! Do not give them your business because they'll take your money and run. Are they even open anymore, because they never answer the phone or return messages!?!?!?

We got a new system from them in 2018. We got a new Bryant Heat Pump System. We had problems from the start. We had a 10 year part warranty as well as 1 year labor and two year service agreement. They didn't oblige to this. They would come and check the freon from time to time and then in 2020 we were told we needed a part for it to run and due to the pandemic it might take awhile. We called and called and left messages about the part and we never got a call back!!!! FOR MONTHS THIS WENT ON. NEVER CALLED US BACK. WE had no air in the summer or heat working properly in the Winter. We called another service and they have been so great working with us. We are now having to replace that terrible system they sold us. I would not use this company!!!! They are unreliable , and left us out there hanging in the wind!!!!! It cost us a lot of time and money. ZERO STARS for Westlake Heating and Air Conditioning.

Had service installed through one of their subcontractors. Horrible install, where I had to have another company come in and fix their shoddy work. In addition, on my invoice, they showed a 10 year warranty on parts. That 10 year warranty is only good if they registered the units with Fujitsu.
Well, they never registered the units, so my warranty is now only 5 years.

This company is horrible. DO NOT USE THEM!

Capable of doing quality work but extremely unprofessional to work with. Examples of their performance...
- Installed a thermostat that was nonfunctional and left with it in that condition with no followup. I had to call them to ask how to turn it on.
- Wasted a great deal of my time on repeated followup visits due to bad scheduling and/or lack of basic parts needed for planned job.
- Billed me twice for same work.
- Repeatedly ignored questions as to how the system should operate as well as concerns it was not functioning correctly.
- Their technician told me I had wrong board and that he would order me a new one and come out to install - then no further followup till I called asking for status.
- Finally, after receiving an unusually high utility bill I called and expressed concern the system was not working as expected and requested someone look at it. I expressed my frustration with lack of followup. I was told someone would come out that same day. After waiting at home the entire day I called the following day to ask why no one showed. I was told that they had sent me an email....

I hate to have to post a negative review on this Company but the owner has given me no choice! Westlake is a small community and most everyone knows each other. I am very disappointed at Alan and Co for totally ignoring my experience recently when his Technicians came to our home to evaluate a HVAC problem. Scott, now formerly of Westlake HVAC, charged my Heat-pump with R22 and gave the system a written clean bill of health and a $300 Bill which I paid right then.
Less than a week later, the R22 had totally leaked out and Westlake second technician said it needed a starting coil which he had to order. Few days later he installed it and said my system was in need of total replacement and the gave me another?300 Bill!
At that point any competent sane person would not keep working with that Company. I hired an out of town Company to install a new system costing Thousands of Dollars!
I then contacted Alan of Westlake to refund the $300 I ‘ve already paid and explained why with accompanying photos of shoddy workmanship pointed out by the out of town company. He asked me to forward the pictures and description which I did. Two letters , three months later and a slew of phone calls No Response!
I ignored all the Bad Reviews and this is what I got! Share this and Beware! JTP

I absolutely hate to post negative reviews, but I feel obliged to do so after our experience with Westlake Heating and Air Conditioning today. Based on a referral, they were called in to inspect an air conditioning unit on a condo we just purchased. After performing a full, paid, inspection, they indicated that they could do a full system replacement for us. The installers were perfectly pleasant and curtious, but I noticed after they brought the new unit in that they had removed the plug for the adjacent security system and the new, larger unit completely covered the required outlet. This both made the security system non-functional, and made it nearly impossible for an electrician to move it. After complaining, they brought in their own electrician who proceeded to cut a hole in the wall, pry out the electrical box and leave it dangling in the wall by the wiring, declaring the job done. It was an absolute fire hazard and clearly against code. Under pressure, they proceeded to shoddily screw in a piece of wood to secure the box, crooked and sticking out so far from the wall that drywall repair would be impossible. I would never dream of using them again and recommend the same for anyone else.

Worst service outfit after the sale I have ever dealt with. I was out almost 20 days this year with no a/c. If I could rate zero I would. Unit up now from help from another dealer. I have no confidence in my 2 yr old top of the line Bryant unit nor in future dealings with these people. Save yourself troubles and go somewhere else. And the owner will not personally ever deal with you. He avoids it. They have no concept of customer service at all. I saw another post from northern va location that said same thing. Moneta is no better.

We have been using Westlake Heating and Air since we moved to SML in 2010. They replaced both a/c units (a 2 unit system) in the past three years with no follow-on problems. We engage them in semi-annual checks of the system. John Smith is usually the service person who comes and he is extremely knowledgeable and friendly. Based on more than 7 years of them regularly serving us, we can highly recommend them.

There is a serious lack follow up and communication with this company.
The tech that is in Northern VA is a joke, this guy shows up to fix my A/C with a 5 in 1 screwdriver and an allen wrench set. He informed me that he had never worked on this type unit before after he used some of my tools and actually used a baseball bat(which he broke) to try and pry a fan off the unit. He was supposed to clean the unit also to which he claimed "I didn't know I had to do all this" he took the unit outside sprayed the grill with some foam and took the hose and soaked the whole unit including the wiring with water. Needless to say the thermostat got ruined. They did send another tech out he was very informative and showed up with his own tools he diagnosed the issue got the part ordered and now he is late to install (was supposed to be here at 10 AM it is now 11 AM) Once again no call! no text! from anyone in this company. Save yourself the trouble and find another company to deal with because this one is lousy!

BEWARE ! Only company that has worked on my HVAC system for several years. I have an annual service agreement with them. July '18 we had water overflow from the drip pan under the system and for some reason the drain got blocked up. Not one but two over flow sensors were disabled causing the AC to continue to run when it should HAVE shut off. DId I mention Westlake is the only company to have worked on my system? House is in a rental program so rental company sent out their certified tech to resolve. He found the two overflow sensors disabled. Now Westlake says they probably messed it up and its their problem. Damage to two ceilings. Westlake owner claims they are not responsible for it. Again Westlake is the only HVAC company to work on the system.
Unbelievable. DO NOT USE WEST LAKE . Their insurance should cover this and the owner will not engage. Just wants to blame everyone else.