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Complaint Details
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Initial Complaint
11/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Contacted Freedom regarding a chemical smell in Oct ****************************************** August 2023. Each of the 3 technicians blamed the smell on everything from the rubber mats in my weight room to environmental issues. The last techinician finally diagnosed the problem as a refrigerant leak only after the unit quit working entirely. Instead of replacing the unit, they ordered a part which the claim will take 3-4 weeksin the winter. Unacceptable.
Business response
11/30/2023
Freedom is working with the Supplier of the ********** equipment that was installed. We are trying to get a new system instead of the part that needs to be replaced from your system. We should know something in the next few days if we will be able to accomplish this. We are taking this very serious and are doing everything in our power to get this fixed.
***************************
Customer response
12/01/2023
Complaint: 20939304
I am rejecting this response because: they sold me this system in August 2023. Less than 2 months later, it began having issues that took them 2 months to diagnose. After consulting with another experienced HVAC tech, any chemical order should immediately be tested for a possible leak. This company failed to even consider this, instead blaming it on rubber mats and environmental issues. It wasnt until the THIRD technician arrived and finally diagnosed it 2 months into this problem. There should not even be a possibility of another month to repair. The literal headaches I have had the last 2 months are because of this refrigerant leak. Even with the unit turned off, the chemical odor is still very strong. When the tech returned to get a video, his testing gauge went off as soon as he turned it on and had not even put it up next to the unit yet. Thats how easy it is to test for a leak! And thats what I have been breathing and STILL breathing! It is also winter and cold. Why should I have to wait another month for repair. They sold it. They need to stand behind it. I should not be having to even continue dealing with this issue, not to mention this has become a health issue. A new unit needs to be installed ASAP!
Sincerely,
*******************************Business response
12/04/2023
We just got word that the the entire indoor system is being covered under warranty and we are installing it today December 4th. I do apologize for inconvenience this might has caused.
Mark
Customer response
12/04/2023
Complaint: 20939304
I am rejecting this response because: The "entire" indoor system was NOT replaced, only the head unit. And that was only done as a response to this formal complaint. The production manager's complacent attitude was that a part had been ordered and it was going to take 3-4 weeks. When I told him that was not acceptable on a 4 month old unit that took the 2 of those months to diagnose, he said that was all they could do. It wasn't until I filed a complaint that they even reached out to *********** I also find it odd that after filing a complaint, they were able to notify me on Friday afternoon that a new head unit was being installed the following Monday morning when a part was to take 3-4 weeks. Doing the right thing is an action, not a re-action. The only reason the head unit (NOT the entire system as they seem to say) was replaced was a result of the complaint. And after the installation, I had blue liquid all down the walls, on the baseboards, muddy foot prints on the floor and a missing gym towel they obviously used and took with them.
Again, while I'm grateful for a new head unit (NOT an entire system), it should not have been this difficult to get a company to stand behind the products they sell.
Sincerely,
*******************************Initial Complaint
02/15/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I have a service contract with said company to service my heating and cooling twice a year.They came out on December 9 to do that second service. After the tech was finished he came in and said I had issues with my unit. With the way he explained I didnt understand why a 7 year old unit would have these issues.So he told me they would call me back the following Tuesday.I had knee replacement surgery on the 12th so that was the only thing on my mind the middle of December. On the 23rd of December with no call yet I reached out and a office personnel sent me per email what they recommended and found during the service.They said the outside switch to the compressor was burned up, the unit in my attic the coil was rusting, and I had issues with stuff growing in my ductwork. The total to take care of this was $1,727.00.I told the gentleman I didnt think the unit was serviced properly and with Christmas that weekend he would have a manager call me the following Tuesday which I understood. No call, I contacted them again and they said they would have a manager contact me, no call!I waited a few days and contacted them for the third time and they said they were sending their top tech out, now its January 23.He came out and I talked to him and told him the previous tech stayed in his truck on the phone more than he serviced my unit.The new tech he went through my unit and came in and said **************** I found nothing that needed to be done to your unit, I checked everything and its good to go.I biggest point out of all this how many people out there have paid this company for absolutely nothing. I have been doing business with them for 26 years and spent thousands of dollars, how many times were they not truthful and took my money.I have contacted them and asked to speak to their general manager twice, with no call in return. I hate it come to this but its just not right.Business response
06/28/2023
Freedom Heating and Cooling sent out our Department Manager to inspect the system. Upon inspection, we offered a FREE IAQ product for the customer and installed it at no charge. Customer was satisfied with the resolution.Initial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I b purchased a brand new unit from them in oct 2021 and it’s not been working right they’ve been out four times and no good results I’m paying like 8000.00 dollars for this new system and it’s been 90 Something degrees in my house all summmer so far it’s frustrating I would like a new system or complete refundInitial Complaint
01/21/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
During the fall of 2020, Freedom Heating and Cooling and ******************** entered into a contractual agreement to fix elements of my HVAC system based upon the home warranty that I purchased through ********************. The agreement was such that after I paid my deductible, being covered through ********************, that Freedom Heating and Cooling would come out to my home to repair the covered system and invoice the bill to ********************. I spoke with both a customer service specialist at Freedom and a manager at the time. They ensured me that they would do the covered service and send the invoice over to ********************. The repair was done on 08/04/2020. Since that day I have been contacted directly by multiple employees on behalf of Freedom Heating and Air asking for me to inappropriately pay for the repair that was done at my home. On two separate occasions, I have explained that I am not liable for the covered repairs, as the agreement that was initially entered into mandated that ******************** would cover said repairs. A manager at Freedom Heating and Air have called me to get me to remit payment suggesting that " we need to close out our books on this invoice could please just pay us what you can" only for another manager to call months later asking again. I have always explained that I covered my responsibility through the home warranty company and am not responsible for the remainder of the repair as these are the terms that governed my contractual obligations with ******************** at the time. Again on 01/21/2022, I was sent an invoice to remit payment for this work that was done 2 years ago on my previous HVAC. I do not live at that house anymore, nor do I bare any financial responsibility for the repairs that occurred on that system beyond what I have appropriately paid to ********************. I feel harassed constantly receiving correspondence and calls periodically from Freedom Heating and Air about this matter.Business response
02/15/2022
Business Response /* (1000, 7, 2022/02/08) */ We dismissed the debt and zeroed out the account. Consumer Response /* (2000, 9, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy with the outcome of this complaint. I believe it led to an appropriate resolution. I am sorry for any inconvenience that the complaint itself might have caused but nonetheless, the resolution is an example of an upstanding company doing the right thing on behalf of its constituents when complicated scenarios arise.Initial Complaint
01/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased an HVAC system from Freedom in May 2017. Since then, I have had multiple issues with the system. Most recently, on 12/8/21, a technician came out and told me the coil was "burned up" and the part was covered under warranty, but the labor would cost $1100. I thought the cost was exorbitant and called the company to discuss with them, and spoke to *******. ******* told me he would call me back after he spoke to his boss. I have never received a call back and have called, spoke with a customer service representative 7+ and emailed twice and no one will return my call. Their website claims to have 100% satisfaction guarantee ****************************************************** but they will not even speak to me. I feel like I was sold a defective product and now they will not repair the product at a reasonable price.Business response
02/14/2022
Business Response /* (1000, 5, 2022/01/21) */ We wish to help you as much as we can. What do feel is fair? Consumer Response /* (3000, 7, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept their response when they would agree to stand behind their product and their claim on their website of 100% satisfaction guarantee. I would like the coil in my system replaced and the labor done with no charge to me. I would also like for Freedom to be responsive to their customers and return phone calls when they say they will have someone call them.Initial Complaint
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My Air Conditioning quit working. Freedom Heating and Air came and said it needed a part. When they returned 3 days later, the part was wrong. However they fixed it without it. The charge was EXCESSIVE of $1500 including materials (tape, gases, etc), a warranty processing fee and charge to set up and read gauges. Then an additional LABOR fee. I called and complained and they said they would refund me $413.00. I have made 6 calls and still do not have a refund check.Business response
11/01/2021
Business Response /* (1000, 5, 2021/10/19) */ We will look into this and get the refund processed.Initial Complaint
09/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchase an air conditioner, furnace and ductwork from freedom. The technician who did the work stated he was not sure if the damper is set proper, I would have to wait a few days for the house to cool to really tell and he would tell the owner of the problem and he will bring him back out with him because he would need some assistance with the air duct for the back rooms stating he was not able to put the duct in whole. i contacted the company of my concerns ( bedroom and workout room is not cooling ). Appt was made monday , tuesday someone came out and within 5 minutes stated this was out of his expetise and he called his supervisor on site. The next appt was scheduled for Wednesday/ no show , I called cust. svc., no one answered the phone. I called Thursday morning spoke with a manager,explained what happen Wednesday. He stated he will look into the matter and send out someone that evening. The Tech arrived around 5:30 within 5 min and said he can't fix dampers.Business response
10/06/2021
Business Response /* (1000, 5, 2021/09/24) */ Thanks for noticing us of this outstanding issue. Please call and schedule a return visit XXX-XXX-XXXX. Ask for ******** Consumer Response /* (2000, 7, 2021/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
09/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Are you kidding me. First off I am a retired hvac business owner I called this company because my health prevents me from doing HVAC anymore. Now the problem was not difficult to diagnose or repair to begin with. Anyway the tech comes and tries to diagnose the prob with a multimeter, when the first thing he should have done after I told him what the problem was , was to use a Manometer on the furnace and determined whether 1) the pressure switch was bad since the proper pressure was present but the switch wasn't closing reliably. 2) The pressure switch was operating properly but opening because the furnace was plugged up in some way. But no the tech asked me what a Manometer was. He then told me the inducer motor motor was no good.I then proved him wrong. So when he left I called the company and requested another tech they said they would said they would send a manager the next day. Well next day come and gone no one ever showed nor called. Do yourself a favor find another compBusiness response
11/10/2021
Business Response /* (1000, 9, 2021/10/16) */ Please contact our office for a refund. *** Consumer Response /* (3000, 11, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Called office and was told *** is never in office I must email him. Sent 2 emails never received a response. This is a fraud company. Who ever heard that I have to email the office.. Business Response /* (4000, 13, 2021/10/23) */ Contact office and talk to Quintin or accounting. Accounting department can issue a refund. Consumer Response /* (4200, 15, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) called the office called accounting they have no idea what I am talking about. This company is just outright plain full of it. No one should be ripped off by themInitial Complaint
06/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A technician came on June 13 and fixed a problem with our AC. He told me I owed a service trip fee of $39.00. I started doing business with Freedom in 2014 and paid to take out a labor warranty to match the parts warranty. They both extend until June 2024. I have also paid for their Freedom Comfort Club to last until the end of 2023. For the first five years, a service fee was never mentioned. They first tried charging me for it in September of 2019. It was waived when I disputed it. When the technician asked for it this time and I disputed it, he told me that this happens "all the time". Since he was doing the work on Sunday, I told him I wouldn't pay it and I would call the manager on Monday, but he told me it would probably "come out of his pocket". So I paid him and repeated that I would call. I have called twice and both times was told the manager was in a meeting and would call me back. After no response, I sent an email. All have been ignored. I also never received an invoiceBusiness response
09/01/2021
Business Response /* (1000, 5, 2021/06/24) */ There is a service dispatch fee of $99 that gets reduced to $39 for service agreement members. Your satisfaction is our highest priority. Please call ************ and ask for Michael S****. Consumer Response /* (2000, 7, 2021/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) After several conversations with Michael, I was promised a refund would be mailed to me. I was also told that there would be no more service trip fees charged to me until the warranties that I have in place have expired.
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Customer Complaints Summary
14 total complaints in the last 3 years.
4 complaints closed in the last 12 months.