Verified Company
PLEASE READ THE FULL STORY:
First, I want to state that the technician, Victor, who came out initially is an amazing person and this does NOT reflect on him in the slightest. I originally had a glowing recommendation for this company due to Victor, that has since changed.
Story time…I have a warranty with 2-10, from buying our new home. I did not pick the warranty provider, sellers did. The warranty set me up with 4 different companies to service our broken, needs replaced being rotted on the bottom and 23 years old, water heater. The first 3 did not work any longer with the warranty company. So, after many attempts for resolution, we were given Hubbs as the servicer. AGAIN, Victor was great, and he came out promptly and provided great service. The aftermath of the visit is where issues increased exponentially. I could not get an answer from 2-10 Warranty or Hubbs after WEEKS of calling each. Hubbs couldn’t upload an “estimate” for replacement cost due to a portal upload issue. 2-10 claimed they provided an email multiple times for upload, STILL Hubbs couldn’t complete this request. Mind you, I paid $100 for Victor to come out and give the estimate. I spent WEEKS calling both places, getting nowhere. I spoke to their “dispatcher” at Hubbs on multiple occasions. She told me someone would call or email me the same day on multiple calls we had. No one called or emailed me. The “dispatcher” clearly didn’t do their job, lack of skill or knowledge as it turned out. I called a final time to explain in detail, very nicely, that I need the estimate to provide to the warranty company for resolution. She sent me a receipt for the $100 service appointment. I tried to explain in the most laymen’s terms I need “a detailed estimate of the cost of replacement of water heater, removal, labor, and parts. So, I could provide this list to my warranty company”. Again, as mentioned previously, I PAID FOR THE ESTIMATE! She continued to gaslight us on the phone, my girlfriend and I as it was on speaker in the car, that she can’t give me an estimate. She then plays the victim and says, “I told your warranty company how you speak to me”. What?! I was very polite and concise in my delivery, and this person was rude and arrogant. She then hung up, completely disconnected the line, as some kind of petulant child. So, we called back and miraculously got the “account manager” for the work order. She said she couldn’t provide the estimate either, AGAIN, the very one I paid for and they did not send to my warranty company. I was getting nowhere with Hubbs, total show of a business. So, I called my warranty company to explain what happened. They echoed the non-receipt of estimate. The agent called Hubbs for resolution as this has been an issue since 11/19/2025, today is 1/8/2026. They told the agent that they were not providing the estimate and will not be taking the job and cut all communications. So, I paid for something they never provided. I was accosted by a “dispatcher” and then hung up on. And I was back at square one after going through the holidays missing a hot water heater. I can’t say it enough, do your research. THIS IS NOT a company you want to work with. I read the reviews and was excited about a local business to work with us. We learned our lesson the hard way, not a good option for repair or replacement. Word of mouth and reviews are important today, and if our story helps you make the right choice to look elsewhere then our reality and experience coming to light with them is worth this review. I have no doubt someone there will respond and spin what happened to their benefit, but I present nothing but the facts and timeline of our experience.
Reply from Hubbs Heating & Air LLC
2026.01.13
We appreciate you taking the time to leave a detailed review and for your kind words about Victor — he truly is a valued member of our team.
We want to provide some additional clarification around this situation, as home warranty jobs involve a process that is largely controlled by the warranty provider rather than the servicing contractor. The $100 collected at the time of service was a home warranty–required deductible, not a fee for an estimate. For warranty claims, our role is to diagnose the issue and submit our findings directly to the warranty company. Pricing, coverage decisions, and authorization for replacement are determined solely by the warranty provider based on the homeowner’s specific contract. Contractors are not permitted by warranty agreements to provide estimate breakdowns directly to the homeowner.
In this case, we completed the diagnosis promptly and submitted the required documentation multiple times after experiencing repeated portal and work order issues on the warranty company’s side. We remained in communication and followed up on several occasions, including after the holidays, but ultimately the warranty provider chose to withdraw and close the work order.
We regret that the communication process became frustrating and acknowledge that the situation did not resolve in the way anyone would have hoped. Home warranty claims can be especially challenging when there are system errors and delays outside of our control.
We also want to clarify that Hubbs Heating & Air does not charge for estimates for typical HVAC and hot water tank replacements when working directly with homeowners outside of a home warranty claim.
We appreciate feedback like this as it helps us improve how we explain warranty processes and manage expectations moving forward. We wish you the best in getting your water heater issue resolved.
We want to provide some additional clarification around this situation, as home warranty jobs involve a process that is largely controlled by the warranty provider rather than the servicing contractor. The $100 collected at the time of service was a home warranty–required deductible, not a fee for an estimate. For warranty claims, our role is to diagnose the issue and submit our findings directly to the warranty company. Pricing, coverage decisions, and authorization for replacement are determined solely by the warranty provider based on the homeowner’s specific contract. Contractors are not permitted by warranty agreements to provide estimate breakdowns directly to the homeowner.
In this case, we completed the diagnosis promptly and submitted the required documentation multiple times after experiencing repeated portal and work order issues on the warranty company’s side. We remained in communication and followed up on several occasions, including after the holidays, but ultimately the warranty provider chose to withdraw and close the work order.
We regret that the communication process became frustrating and acknowledge that the situation did not resolve in the way anyone would have hoped. Home warranty claims can be especially challenging when there are system errors and delays outside of our control.
We also want to clarify that Hubbs Heating & Air does not charge for estimates for typical HVAC and hot water tank replacements when working directly with homeowners outside of a home warranty claim.
We appreciate feedback like this as it helps us improve how we explain warranty processes and manage expectations moving forward. We wish you the best in getting your water heater issue resolved.
