Cox installer damaged heater and Cox isn't helping fix it
On November 15th we were having Cox install internet at our new home and the installer accidentally drilled through our AC/Heating system causing nearly $10,000 in damage. Cox referred us to their insurance carrier stating that the repair cost was above their threshold and their insurance carrier has been stalling for weeks saying they're trying to determine if the installer was an employee or a contractor (seems that should be easy to find out).
We have not had heat for weeks and family members are getting sick from the cold winter temperatures at night. Our last communications (today 1/4/24) they stated:
"I’m still in the process of confirming if the tech who damaged your AC is a COX employee vs a vendor employee. I will follow up weekly with my client if I do not receive a response."
A "weekly" follow-up with Cox to find out if the damage was from a contractor or employee tells us they're not taking it seriously, and this isn't going to be resolved quickly. They also suggested we file a claim with our homeowners insurance in the meantime, which could negatively impact us with increased insurance rates and possibly being cancelled.
Any suggestions to get this resolved faster so we have heat in our home? I'd like to think that Cox cares about their customers.