Hubbs Heating & Air, LLC

Hubbs Heating & Air was sent out to this customer's home by their home warranty company to work on their primary sump pump which we replacedThe process of the repair must follow the home warranties guidelines and processesSeveral days after we replaced the pump we received a phone call from the customer after hours stating he had a smalll amount of water in his basement, at that time he requesting that we sent someone out the next morning which we didUpon arrival the next morning our technician found that it was NOT the sump pump that we had replaced that had malfunctioned but rather the discharge line from his secondary pump (which Hubbs Heating & Air did not work on) had come loose The customer even signed a document stating he agreed that Hubbs Heating & Air was not responsible for the damage and that he was in agreement with the technician's finding, this document was emailed to customerThe customer did not state that he felt Hubbs was responsible until after he learned that his home warranty would not cover his secondary pump or the damage caused by the failure When the customer brought his concerns to our attention we immediately contacted the proper channels to determine the best possible course of action First, we contacted the home warranty company, who advised us to do nothing because the customer's policy did not cover his secondary pumpNext, we contacted our insurance company per the request of the customer who recommended based on the facts and documentation provided that we advise the customer that we would not be filing a claim and that if he felt we were responsible that his insurance company could contact oursLastly, we even contacted the customer's own insurance company in effort to fairly resolve the manner and found that they were not given all the information on this claim His insurance company advised us that the claim was only $and that they would not be pursing this claim eitherThroughout this hole ordeal Hubbs was open minded, in the last phone conversation, in efforts to keep the customer happy, we offered to assist with his insurance deductible even thought the damage was of no fault of HubbsThe customer said he was having an appraiser out and that he would call back in to our office but never didThe next communication we did receive was an email from the customer stating he was seeking legal action at which time Hubbs decided to again consult with their insurance carrier who advised we step back and let the customer do what he felt he needed to doAt no time was Hubbs Heating & Air rude, on one occasion the customer even made the comment, " I know you are a good company because you are handling this professionally, even returning my calls after hours." Hubbs Heating & Air always try to do the right and ethical thing, this customer's concern was taken very seriously and deep consideration went into the matterWe are a small family owned business that was started by a technician who was tired of working for the "big" companies who often disregarded the best interest of their customersThough we aim for perfection that can not always be the case, Hubbs Heating & Air has a history of taking responsibility should we make a mistakeAs a matter of fact, some of our best relationships have come from a job that has not gone exactly as plannedHubbs Heating & Air stepped up and made it rightThese customers know that we stand behind our work, and for that they are now loyal repeat customersIf we were even remotely responsible we would happily pay to have the damage repaired, without even filing a claim with our insurance company Our issues with taking responsibility in this matter are manyThe fact that the customer did not request us to come out immediately to remedy or give us an opportunity to remove any water ourselves, described the amount of water as only minimal/slightly damp, stated that he had been trying to repair the sump pump himself prior to Hubbs Heating & Air working on his unit (which is when the discharge pipe from the second pump was most likely loosened or removed), and finally agreeing with our technician that the failure/leak was of no fault of Hubbs and signing document stating such until he found out his home warranty would not cover the secondary pump or the damage In a good faith effort, Hubbs Heating & Air would still be willing to work with the customer to resolve this matter if he contacts our office I have attached a copy of the signed document from the customer releasing Hubbs Heating & Air from responsibility

I am rejecting this response because: There are several claims in Hubb's previous response that I would like to point out and clear up.First, yes, I did call into the after hours number but it was around 5:AM I requested service that morning, as water was spewing into my basement I did not request service the next day as Hubb's previous response states.Yes, the discharge line that leaked was on the secondary pump This pump was actually running and working properly prior to Hubb's previous trip Hubb's then came to my house, got the main pump back up and running When the main pump failed again, the secondary pump activated and water poured into my basement The secondary pump worked fine, Hubb's serviced the system and then a few days later when the main pump failed again, the secondary pump activated and flooded the basement Also, to claim you did not work on the secondary pump is false During of your visits you checked the secondary pump operation and even removed and cleaned the high water alarm sensor on the secondary pump Regardless (as shown in the attached photo) these pumps are in the same covered and sealed basin It is a system Simply removing the cover to the basin could have caused the discharge line to separate Or, it could have been knocked lose when the tech was working within the tight space.I never admitted when Mike (the tech) was onsite that I agreed the leak was not Hubb's responsibility In fact, I told Mike the opposite when he was there Mike tried explaining to me that he didn't feel the leak was their responsibility but I never agreed with him As I stated in my initial complaint, I did not sign a document I signed a white (blank) iPad screen I was told I was signing off on his visit and that it was confirmation that the system was back up and running I never received a copy of what I signed via e-mail as Hubb's claims I was told that I would and I even requested a copy of it on separate occasions but never got it The first I have seen it was attached to their pervious response.I'm not sure why Hubb's states, "The customer did not state that he felt Hubbs was responsible until after he learned that his home warranty would not cover his secondary pump or the damage caused by the failure." First of all, this isn't true I told the tech during their visit that I thought it was their responsibility Secondly, I never even contacted my home warranty company about filing a claim on the secondary pump The home warranty company only covers system or equipment failures They don't cover damage and I knew that My home warranty would cover failure of my secondary pump but this is not a failure of the pump."Lastly, we even contacted the customer's own insurance company in effort to fairly resolve the manner and found that they were not given all the information on this claim." I'm unclear as to exactly what this statement means unless Hubb's gave my insurance company information such as what I am pointing out in this response."His insurance company advised us that the claim was only $and that they would not be pursing this claim either." To be clear on this statement, my insurance company will pay me for this claim What they are referring to is that they will not waste time fighting with Hubb's since their valuation of the damage is only around $1,500."The customer said he was having an appraiser out and that he would call back in to our office but never did." I actually spoke with Carrie in their office after the insurance adjuster came out and told her their findings I even forwarded her a letter after we got off the phone from my insurance company Carrie's stance was that this was not their responsibility and that they would not be assisting with a claim or compensation."The fact that the customer did not request us to come out immediately to remedy or give us an opportunity to remove any water ourselves," At 5:15AM when I called in I did request someone come out right away I was told they would contact the tech and call me back They did call me back and gave me an ETA of between - AM. "described the amount of water as only minimal/slightly damp," Not true If the water was minimal and the area only slightly damp, I wouldn't have needed ServPro to extract the water and wouldn't have needed drying equipment in my basement for days. "stated that he had been trying to repair the sump pump himself prior to Hubbs Heating & Air working on his unit (which is when the discharge pipe from the second pump was most likely loosened or removed)," This isn't true The only time I worked on the system was the morning of the leak I reconnected the discharge line and tightened the clamp to stop the leak! "and finally agreeing with our technician that the failure/leak was of no fault of Hubbs and signing document stating such until he found out his home warranty would not cover the secondary pump or the damage" Again, as stated above, this isn't true.I have had some very pleasant conversations with Carrie I have also had some not so pleasant conversations with Carrie My last conversation with her was not so pleasant and I was flat out told that the damage is not their responsibility This is what led me to filing the claim with the Revdex.com All I want at this point is assistance with my $1,deductible if Hubb's isn't willing to file a claim with their insurance company My insurance adjuster told me while at my house that this damage is "without a doubt" Hubb's responsibility This has been a huge waste of time for everyone involved
Regards,
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Hubbs Heating & Air was sent out to this customer's home by their home warranty company to work on their primary sump pump which we replaced. The process of the repair must follow the home warranties guidelines and processes. Several days after we replaced the pump we received a phone call from...

the customer after hours stating he had a smalll amount of water in his basement, at that time he requesting that we sent someone out the next morning which we did. Upon arrival the next morning our technician found that it was NOT the sump pump that we had replaced that had malfunctioned but rather the discharge line from his secondary pump (which Hubbs Heating & Air did not work on) had come loose.  The customer even signed a document stating he agreed that Hubbs Heating & Air was not responsible for the damage and that he was in agreement with the technician's finding, this document was emailed to customer. The customer did not state that he felt Hubbs was responsible until after he learned that his home warranty would not cover his secondary pump or the damage caused by the failure.  When the customer brought his concerns to our attention we immediately contacted the proper channels to determine the best possible course of action.  First, we contacted the home warranty company, who advised us to do nothing because the customer's policy did not cover his secondary pump. Next, we contacted our insurance company per the request of the customer who recommended based on the facts and documentation provided that we advise the customer that we would not be filing a claim and that if he felt we were responsible that his insurance company could contact ours. Lastly, we even contacted the customer's own insurance company in effort to fairly resolve the manner and found that they were not given all the information on this claim.  His insurance company advised us that the claim was only $1500 and that they would not be pursing this claim either. Throughout this hole ordeal Hubbs was open minded, in the last phone conversation, in efforts to keep the customer happy,  we offered to assist with his insurance deductible even thought the damage was of no fault of Hubbs. The customer said he was having an appraiser out and that he would call back in to our office but never did. The next communication we did receive was an email from the customer stating he was seeking legal action at which time Hubbs decided to again consult with their insurance carrier who advised we step back and let the customer do what he felt he needed to do. At no time was Hubbs Heating & Air rude, on one occasion the customer even made the comment, " I know you are a good company because you are handling this professionally, even returning my calls after hours."  Hubbs Heating & Air always try to do the right and ethical thing, this customer's concern was taken very seriously and deep consideration went into the matter. We are a small family owned business that was started by a technician who was tired of working for the "big" companies who often disregarded the best interest of their customers. Though we aim for perfection that can not always be the case, Hubbs Heating & Air has a history of taking responsibility should we make a mistake. As a matter of fact, some of our best relationships have come from a job that has not gone exactly as planned. Hubbs Heating & Air stepped up and made it right. These customers know that we stand behind our work, and for that they are now loyal repeat customers. If we were even remotely responsible we would happily pay to have the damage repaired, without even filing a claim with our insurance company.  Our issues with taking responsibility in this matter are many. The fact that the customer did not request us to come out immediately to remedy or give us an opportunity to remove any water ourselves,  described the amount of  water as only minimal/slightly damp,  stated that he had been trying to repair the sump pump himself prior to Hubbs Heating & Air working on his unit (which is when the discharge pipe from the second pump was most likely loosened or removed), and finally agreeing with our technician that the failure/leak was of no fault of Hubbs and signing document stating such until he found out his home warranty would not cover the secondary pump or the damage   In a good faith effort, Hubbs Heating & Air would still be willing to work with the customer to resolve this matter if he contacts our office.  I have attached a copy of the signed document from the customer releasing Hubbs Heating & Air from responsibility.