ComplaintsforHubbs Heating & Air, LLC

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 2/1/2024, I had a Hubbs HVAC service man come out to fix my furnace, which was not heating my home. The service gentleman said that the problem was the blower motor and a new one had to be ordered and the Hubbs office would contact me tomorrow about a new motor. The temperature in my home was 49 degrees. The Hubbs HVAC office called me in the late afternoon the next day and said that I would have to wait 6 weeks for a new blower motor to be ordered. I explained the obvious, that this was unacceptable but he said he could do nothing and he would have the owner call me. That call never came. I contacted another HVAC company. They diagnosed a bad capacitor and they said there was nothing wrong with my blower motor. It was fixed immediately. The visit from the second HVAC company cost $125.00, including parts. A new blower motor would have cost over one thousand dollars plus. I would respectfully ask that you review this issue. For a HVAC company to leave someone without heat in February without helping to solve this problem for 6 weeks is ethically unconscionable . I believe that BBB needs to re evaluate awarding the Torch awards for ethics to Hubbs if this is their standard practice. Thank you.

  

  Business response

  02/12/2024

  Since the customer left the negative review and even before she filed this complaint, we made several attempts to reach out to her without success to resolve. Hubbs Heating & Air is a company of high integrity and always try to side on the customer's behalf, we have already issued a refund to the customer for all amounts paid for the service call in good faith but would like to speak with her still. The owner of the company had also tried to call her himself on at least two occasions and has left voicemails. We take pride that our technicians do not get paid commissions on sales, there is never a reason for our technicians to try to sell the customer something they do not need. This is one of our basic business principles and part of our code of ethics. We have a video of the blower motor locked up and you can easily hear the loud noises coming from it. It is our opinion that the repair done by the other HVAC provider will not be long-lasting. Our office was still in the process of searching for her parts when we notified her of the 6-week delay so that she knew that we were actively working on her repair, at that time we also told her we would continue to reach out to other suppliers. It was only one business day after that when the complaint was filed, our lead technician had actually already been working on finding her parts sooner.  Hubbs Heating & Air values are customers and our community. We really wish this customer would have given us the opportunity to discuss her concerns.  A video of the bad motor and picture of the amp draws (way over OEM spec) was uploaded with this response. 

  Customer response

  02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* ***********

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Hubbs to replace my furnace and the company did not attach nor properly made the supply transition properly.

  

  Business response

  10/27/2023

  This customer came to us from ****** **** ********, we are required to follow their policy and guidelines. We do not provide the equipment, that is purchased and shipped to us by the home warranty. We then have to retro fit the transition to fit the furnace they send us, sometimes it is not a perfect fit.  Once we completed the furnace install the customer stated her complaints and my technician made the adjustments per her request even though they were not required before leaving. When it came time to collect, the customer's girlfriend became obscene and very disrespectful. Our technician called into the shop while still onsite because of how confrontational the girlfriend of our customer was being and the office staff could hear how rude and vulgar she was towards him and then directed it to the office staff as well. We had already given a $50 Customer Satisfaction credit to calm the situation but even after accepting that the customer's girlfriend continue to badger the office staff and the technician. 

  Our last conversation with the actually customer (not her girlfriend) over the phone was a calm and professional one. We did tell her that we would address her concerns. The first step in doing so was to reach out to the home warranty company to advise them of the situation.  We have received report back from them after the initial investigation and they have asked us to wait for further instruction but we did inform them that we would be willing to go back to customer's home to fix anything she was not satisfied with. The part of the furnace install that they are complaining about is minimal but I am not certain that it could be improved upon under the scope of work hired to perform and the supplied material/equipment from the home warranty. If the customer is wanting a custom fit transition piece that would have to be ordered and at an additional cost as this is above what the home warranty pays for. Additionally, we did agree with the home warranty company that we would return to the home to readdress any issues with the transition piece once more if the customer's girlfriend was not present because of how abusive and explosive she becomes. The home warranty company said they were working directly with the customer to find a resolution and would let us know. 

  I would also like to mention that the customer's girlfriend stated that they had hired another company to come out after our install and were advised of some issues they found. We requested the customer to please send us a copy of their pictures and the other company's findings for us to take a look at. We have yet to receive that from the customer so we have not been able to address it. 

  To summarize, we always try to provide good customer service, even if we do not agree. That being said, as a company Hubbs Heating & Air values are respects our employees. We can not allow customers or their families and friends to be abusive to our team or place our techs in hostile environments. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩