ComplaintsforCub Heating and Cooling

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of last year, Cub Heating and Cooling replaced our air conditioning unit and modified our heater so the two units could be compatible. While they were here I watched one girl go to the side of the house where the A/C unit is. She was digging up the base the old A/C was sitting on. I watched her pick up the base and dig, I assumed to level the ground for the new unit. After they left, and I went out to check out the new A/C unit, and the base was cracked. It was a clean, new crack you could tell. I called the company and sent them pictures of the new crack and was told it was broken. The crack was a new clean crack compared to the condition of the rest of the base. I have a problem with this whole incident because, if indeed the base had been previously broken, I would have seen it when the girl pick it up. My base and my A/C unit are not level and the bearings are under unneeded stress from the angle the A/C sits. It is probably 1/2" lower in the back of the unit. If indeed the base was broken at the time they had placed the new A/C unit on it, they should have replaced it. They set the A/C unit in the position as to hide the crack, not centered on the base. All I want is a new base because they broke it and my A/C unit is not, nor has it been level since they repaced it. It was only recently that I had looked up information pertaining to A/C units being level, and they MUST be sitting level to operate. I did not contact them because I had nothing better to do, I contacted them with a concern. It was not worth their time to listen to me it seemed. My husband has called them and was told that our warranty is through our home warranty company and that their work was not guaranteed! Again, I just want the job done correctly and my base replaced (since they broke it), and everything level as it should be because A/C units are a very expensive home item and should be considered as such.

  

  Business response

  03/03/2023

  Cub Heating and Cooling, was hired through ******** **** ****** home warranty Company to assess a claim from the ****** in May 2022 in regards to the air conditioner in their home. (We have been a preferred vendor with ******** **** ****** for over 20 years with a 5 star review average.)

  We assessed the failure and filed an authorization request with the home warranty company to replace both the air conditioner and electric furnace at the home warranty’s expense. The company authorized our request and they sent the equipment for to us to install. On June 22, 2022 we replaced said equipment. Upon removal of the existing ac, we noticed that the old pad which the ac was sitting on was settled and had many stress cracks and was somewhat brittle. We did our best to level the pad as a courtesy to the homeowner. It is not required or included in the approved work. (Many times, AC’s are installed on gravel, concrete blocks, bricks, pads etc. They should be as level as possible but the substrate nor exact leveling is not imperative to its function)

  The new unit was then installed. The homeowner contacted us June 29^th 2022 and complained that the pad had cracked. She sent me a photo via text. I informed her that it was indeed an old pad (aprox. 20+ yrs) with brittle hairline cracks and it was quite possible that with the disturbance and movement of the pad and different weight distribution of the new AC that it could have cracked further but that was not of any fault or liability. The pad was not part of the authorized replacement and was not jeopardizing the integrity of the unit in any way. I informed her however, that if she were unhappy with the work or the cracked pad as it was, she should definitely call the home warranty company and they would send us back out to evaluate the concern at no additional cost to the homeowner within 30 day of work performed. The pad was again not a part of the replacement of the equipment but any repair/replacement of it or liability therein would have to be decided by the home warranty company who hired us to replace the equipment. I told her that if they did indeed not cover its replacement, we could replace it for her at a reasonable cost but assured her again it was merely superficial and not necessary.

  I since then have never received any further attempted correspondence from the customer or ******** **** ****** and assumed the customer decided it was fine. Especially after receiving notification from ******** **** ****** via email, that they left us a 5 star review for our service.

  We did the job we were hired to do at our highest standards as always. We do not feel that the crack in the aged pad is due to any negligence on our part and since it was not reported to the home warranty in a timely manner, to be assessed, is also now beyond the scope of reasonable guaranteed time. Again. this was over 8 months ago with no attempted correspondence since June 2022.

   

  Sincerely,

  ***** *****

  Cub Heating & Cooling

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