Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appt for service as a first time customer for repair work on patching a duct. I had to pay $95 and I mentioned the online coupon for $79 and was told that was for a tune up. Estimates are said to be free, diagnostic(which is what I had was listed as $79. My quote on service was for $320 and I was told serviceman would have supplies to fix duct patching that day - he arrived without the proper materials and wrote up a quote for $575. When I questioned this I was told it was much more extensive problem and would take 2-3 hours to fix. I agreed on that assumption and had serviceman return and he fixed it in 40 minutes. I assumed I’d receive a price adjustment since it wasn’t extensive nor did it take the 2-3 hour time. He indicated another “high risk” issue with venting being done improperly that needed to be done. My complaints are 3: 1.) I was not given the free estimate or the $79 despite them being online and mentioned 2.) the so called more extensive problem was done in 40 minutes and 3.) after calling and making 4 requests for a written explanation of “high risk” issue which was listed in the quote, I have not received it yet. Today, for the 4th time I was called, I was told I’d receive this within minutes and it never arrived.

  

  Business response

  07/12/2024

  Free estimates are done by our sales team for  new equipment. When we send out a technician to perform a diagnostic, this is a service call.  We sent out a tech to determine her issue and diagnose the problem and then provided a quote. The $320 was a rough estimate given over the phone prior to scheduling any service tech to the home, based on the customer's description. When our tech arrived he found that the customer had atypical ductwork and the supplies he had brought would not work. The customer was prewarned that this may happen. The job was not bid out with any specific time frame to complete, it was a flat rate. Additionally, the customer declined our quote that included fixing the "high risk" (exhaust flue) item. The first invoice was sent on July 8th at 4:08PM, the second one was sent July 10th at 9:26PM. When the customer last called and the invoice was resent, she was advised to call back into the shop if she still had not received it. We never got a call back. Our software records every time a invoice is sent, delivered and opened by the customer. I have attached a screenshot showing that the customer opened the invoice 3 times. 

  Customer response

  07/17/2024

  I was not given the coupon of $79 (see attachment of coupon and my charge.) I also mentioned this coupon in my call to Hubbs and told it didn’t apply.  Why? 
  

  As for there quote and explanation of cost that went to almost $600 (see bill) when this was questioned I was specifically told it was increased because of time required to do the job (2-3 hours) thus the difference in their first quote of a little over $300- this was done by viewing the job. If it was a flat rate- why wasn’t the original quote not honored. It was a 40 minute job. What was the “increased time and substantial more work.”  Why the increase?  
  
  As for the last issue, I asked 4 times for a written explanation of their “high risk” job that needed done- the 3 times I opened email was to see the one line that I originally looked at their explanation. I asked for a more detailed explanation- as you see on the attachment, I received 2 lines on this request on the 14th.  I just paid an inspector to look at this issue and was told while he saw what they mentioned it was not high risk nor needed fixed at $595 quote. 
  

  I would like my payments to include refund with my coupon for my diagnostic service call.  In addition, the first quote I was given , I feel I deserve, since they are now saying the job was a flat rate . What changed to the higher price then? It took 40 minutes (unlike the increase in time to complete job they mentioned- they should have this call documented stating this time element. ) The last issue was resolved at my cost of $175 for a home inspection on exhaust issue. I’m willing to let that go despite what they indicated needed to be done.  
  

  
  Regards,

  
  
  ****** *****

  

  Business response

  07/18/2024

  The customer did mention a coupon from our website but it was for our Tune-Up Special. It was explained to her based on her description of the problem that a service call was needed, not a Tune-Up. We should have offered the service call coupon, that was an accidental oversight. For that, we would be more than happy to adjust the pricing of the initial service call from $95 to $79. She asked when booking what the cost would be for her issue, she was advised that an estimate could not be given over the phone but if the issue was as described it would about $300ish. Initially, she described the issue as a slit or tear in the ductwork. When we arrived we found the it was not just a tear. The ductwork was wrapped with a doggy pee pad and missing underneath it. We had to replace parts of the ductwork, not just patch. This is clearly why the cost went up. I have attached pictures. 

  We never said the job we were doing was high risk at all. We advised that her exhaust from her hot water heater was high risk due to improper exhausting of emissions. We did not fix that or include that in our quote, she wanted to have someone else look at it since she previously paid to have it assessed by another vendor. 

  The attachment she uploaded was just the credit card processing receipt. We have sent her the quote/invoice/description and our records indicate she has now opened it 6 times. 

  We have tried to appease this customer. She must understand that a rough quote given over the phone is not valid when our tech arrives and find that it is more than a tear. The customer was also given a written quote prior to our return visit that she approved. If she did not want us to do the job for the quoted amount she should not have electronically approved it.

  We provided her prompt service and a fair price. I will refund the difference of the coupon and the amount she paid for her service call which is $16. 

  Customer response

  07/18/2024

  The issue of the bill was not at all adjusted based on work provided. It was not a more extensive job as I was told (it took a 40 minute service call. ) The sole reason for asking for a price adjustment was because of the explanation for the increased price was not the truth. I have now mentioned numerous times, I was told it went up by well over $200 plus from original quote because it was extensive and would take more time “2-3 hours for repairs to be completed”.   (I also waited over 2 hours past the window of time they said they’d arrive. When I was given the later time, I even asked if they’d be able to finish the job because of it being a 2-3 hour job and it was already 5:30 on a Friday. They replied it would be completed in that visit. ) I didn’t even mind that so much as I just wanted the job to get done. The whole “flat-rate” thing would’ve applied if this was the case.  This was not the window of time either it was the reason for the increased price, as I explicitly asked how long the job would take. I have attached a picture of the tear/hole before it was coved with the dog pad to limit cool air from escaping.  I shared this in my very first phone call that it was a rather large tear/hole.  I never indicated it was a small tear. There quote was to repair all areas they could reach that needed repairs- this was the sole one repair.  I honestly thought I’d receive an adjustment and I even asked the gentleman who did the work about this since it didn’t take the 2-3 hours. I was told that I needed to discuss that with the company. 
  

  To clarify, I never said this job that was completed was high risk, I said the “exhaust/venting issue” that was described as another problem that needed fixed was - thus my many requests for additional information on it. I explained numerous times that I had an inspector coming to look at it and I needed more than a line from them on this problem. If they provided what I needed I wouldn’t have called 5 times on this. Yes, the original quote was opened numerous times as I discussed this with Dublin Housing Inspectors and an independent inspector that came to look at the area(the venting)  they said was high risk. 
  

  While I do appreciate the adjustment and coupon applied, a person shouldn’t have to file a complaint when you advertise coupons and then do not honor them. 
  

  I also would not have had to pay an inspector to double-check an area they described as “high risk” and that should be fixed.
  

  I would be more satisfied if an adjustment was made to the $575 bill- even if it was only for $125 which is between the first and second quote. This company has not tried to work with me on this thus the reason for contacting BBB for assistance.

  My complaint has nothing to do with the work that was done or the serviceman- as he was more than helpful. 
  
  I did not want to leave a negative review as I was hoping for a reasonable adjustment from the company.  I just feel I was taken advantage of on this bill. 
  
  Regards,
  
  ****** *****

• 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. ↩