ComplaintsforFreedom Air and Plumbing

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 20,2023 Freedom Air serviced my AC Service call, added dye into my system and added one pound of refrigerant. They charged me $978.56. It lasted approximately one month. Prior to that they had seviced my AC for more than two years claims to repair leaks for a substanial amount of money each time and it never got fixed. earlier they had charged me for an evaporator coil and that was under warranty and charged me $2681.00. The unit was only 3 years old. I had a second opinion done last week February 2, 2024 and the evaporator coil wa not replaced and the leak was from the valve stem on the coil. My unit is fixed.Freedom Air has been working on my system for more than two years and I am out of thousands of dollars.I can't believe what they have done to me. They tried to get me to purchase a $10, 000.00 unit and my unit was only 4 years old at the time. There were many, many leak fixes on the unit and it never worked right. I need help!

  Business response

  02/07/2024

  The first time we went out to this residence was for a Service Call. At that time we identified the coil was leaking and needed to be replaced. All options were reviewed with the customer. This system was not a system that we installed. We stay away from installing what we believe to be subpar equipment. After that time we did all of our pressure test to verify the system was up and running to manufacture specs. We require job link tools to be used for verification purposes which is above industry standard. We have been out multiple times to this residence and informed the customer of their options on many occasions. As noted in our invoices they have declined those and wanted to stay with the most cost saving options against our recommendations. We have provided them with a portable to make them as comfortable as possible while we awaited the parts. This was all done at no cost to the customer. We also noticed the drain pan was leaking and replaced that at no cost to the customer as a courtesy while we were replacing the coil and would have the system uninstalled as well. As for the comment that the coil was never replaced. That is simply not true. Not only do we have invoices from the manufacture but signed invoices from the customer. Any libel will not be tolerated as we take this extremely seriously. If any further comments are made that impugn our repetition we will then refer this to our attorney as a legal matter. 

  Customer response

  02/07/2024

   
  Complaint: 21249942
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  02/07/2024

  I did try to send a complete response after I had mistakenly sent the message that I was not satisfied. 

  I am not satisfied with Freedom Air performance on my 31/2 year old AC Unit.  After having a second opinion on my AC, it was found that my Evaporator Coil was not replaced. That part should be in good condition because of how new the unit was at that time.  Freedom air has serviced my unit since July 14, 2022 - December 4, 2023.  After all of the expensive charges my system never worked until I had a second diagnostic test.  It works now!! It took the tech about 1 hour to find the problem and it's been almost 2 years with Freedom Air.

  They have robbed me out of so much money.

   One of the invoice they attached dated December 4, 2023 was the one I requested but never received.  I have over 10 or more invoices from Freedom Air and my  AC never worked.

  I am requesting a refund.  My estimate is around $4,000.00

  Sincerely

  *******************

  Business response

  02/08/2024

  As you can see from the signed invoices the claim is false. Her system was running within manufacture specs. The customer also signed the invoice stating: 

  
  I find and agree that all work performed by Freedom Air and Plumbing has been completed in a satisfactory and workmanlike manner. I have
  been given the opportunity to address concerns and/or discrepancies in the work provided, and I either have no such concerns or have found no
  discrepancies or they have been addressed to my satisfaction. I understand Freedom Air and Plumbing holds no labilities on drain lines or
  condensation whatsoever where reconditioned or installed new. My signature here signifies my full and final acceptance of all work performed
  by the contractor.

  All invoices have been signed by the homeowner. Work was accepted and completed as is indicated by the customers signature. 

  Customer response

  02/08/2024

   
  Complaint: 21249942
  
  Of course, I signed invoices, thinking that the work on my AC would be fixed and I would have no other problem.  That was not the case.

  The system continued to lose refrigerant .  So, I had to call them back several times.  They could not fix the problem.  I disagree with Freedom Air that the work has been completed satisfactorily. There were too many service calls to try to fix my unit with excessive amount of charges.  No, rather than tell me they could not fix it, they continued to patch it up

  and it never worked. So I refused to call them back and get a second opinion and to my surprise the unit was working in that first visit. Freedom Air found nothing wrong but another company did.  I am sorry to hear that Freedom Air has written this complaint off and feels they hold no liabilities.  That's puzzling to me. I have filed this complaint with the ******************************* in ***********.

  Sincerely,

  *******************

   

   

  
  
  
  

  Business response

  02/08/2024

  We have provided signed documents disproving the claim. At this time there is nothing left to do. We have provided the work that was agreed upon. We completed that work and the customer signed off on the work at satisfactory. All documentation has been provided. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a house, Got a new AC and Ducts, antimicrobial ducts, UV light, UV filter. AC has been making me sick every time it comes on, since it has been installed. Initial install of the ducts did not include antimicrobial ducts because I was told they were not available and would be installed later. First Red Flag. They came back several times to install correct ducts. I had insulation in attic replaced, technician informed me that the ducts were not sealed properly. Technician came back out and admitted they messed up and resealed. Many months later I was informed by one of their maintenance people that I didn't have antimicrobial ducts. After all the times they came out to fix the seals and install them, they were not installed. Recently they say they have now been installed. I will be having someone check it. Pink paste like material found in bottom of AC. Technician calls manager and says it is pink algae. It is in my area. Whenever I open my door the pink algae spores come in the house and cause growth in pan. I had the pink algae tested, it was not algae, mold or anything alive. I informed the manager Ginny of this and they said what is it then? I said the lab doesn't know. Ginny then yelled at me saying "if they can tell it isn't algae then they can certainly tell what it is!". This response was immature, puerile, and completely lacking common sense or any knowledge of science. I asked for my money back and for them to take the AC and ducts out and that I no longer wanted to work with their company. She said "that is not an option". I also asked for my $80s back for an enzyme strip they sold me for algae of course I found out later there was no algae. Ginny yelled at me "YOU SIGNED FOR IT SIR". She said this several times. I had more AC technicians from different companies look at it and they said it was probably packing material that was in the machine for shipping, was never removed and dissolved. I believe this was part of sickness.

  Business response

  10/10/2023

  We have attached the findings from Mr *** own studies. We record all calls as he was notified upon every conversation. This business practice has allowed us to sort through lies and facts in this situation. We have never yelled at Mr *** and have continuously been to his home with no findings whatsoever to substantiate his claims. We understand he wants us to make up something to make him feel better but we cannot make a issue were there is none.  We have saved all calls and emails that back all of this as well as the reports from all of our visits. We are able to fix any HVAC issues if there were actually any but we are not licensed in mental health and we can only refer him to see a phycologist in this matter. He has himself convinced that he is getting sick from a clean and properly operating HVAC system and yet all reports show that is not possible. We no longer wish to do business with Mr *** and wish him the best of luck in the future and treating any issues he may have personally. His request is formally denied as he has been told on numerous phone calls but only to call back at 10pm to ask the same questions. 

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: The material found in the AC did not belong there.  The business offers no explanation of what it was.  They told me so many times that it was pink algae.  They do this on unrecorded calls or in person so as not to record it.  I hired an AC expert to look at it and their best guess is it was packing material left over.  Also I didn't have enough characters to lodge the biggest complaint where they painted wood with mastic paste.  This is not an approved surface for using that product, and the entire house has smelled of this product for more than 7 months because of it.  The install was done improperly.  Their response does not address the actual issues, just mentions recording calls.  Again puerile, unscientific, unprofessional.  I want my money back, and all products installed by Freedom Air removed.
  
  Sincerely,
  
  ****** ***

  Business response

  10/10/2023

  Your request is denied. If you feel the job was done incorrectly then contact the municipality and they can correct you on your accusations of what is proper or not. Since we are the contractors and know our process to be correct and your basis is off a story you tell yourself, we find no proof. We will no longer be entertaining the libel and slander from someone that needs to seek medical help. Thank you for providing the photos from you altering our work as well due to the fact it needs to be on there to seal the air gaps. This will be what we need for the municipality to show we did it correct and will have no issues. All drain pans build algae, this is not something usual or uncommon as they are dark and have constant water in them. This is also why our paperwork says you need to treat your drain lines and change your filter as a homeowners responsibility. 

   

  Thank you for your time.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the company come out to assess my air conditioner and the technician found the issue and even though my system is under warranty the technician charged me for the part instead of just labor. I originally asked the technician about my warranty and he dismissed me saying that typically they are not registered if the home was a new build, but I had registered it and he pulled up my info to confirm it was valid to cover the cost for all functioning parts and I am within this warranty period. Despite this, the technician said it wasn’t worth the time to put in a request under warranty because the part cost so little and it isn't covered but there was no evidence shown to me that this is true as the warranty claims all functioning parts, so I insisted he go through the warranty and asked him to. He confirmed he would give it a try and the best they would do is give me a refund, however that is not what he wrote in the receipt. He also did not leave my part with me and did not show me the part that got fixed, he completed the fix prior to confirming what the issue was and did not ask for consent prior to fixing. I have not heard back from the company about the refund for the part, they said they would get with the technician for more information. This business could be taking advantage of many people as they could get a new part using my broken part to be sold for profit. I am looking to get refunded for the part cost as I should've been entitled to this in the first place and only pay for labor.

  Business response

  09/25/2023

  We have reviewed the clients complaint and submitted a refund after verifying 

  Thank you

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Said that I had to pay $590. Plus another $990-$1,000. or so. My warranty cover this part in full.

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/07) */ We apologize for falling short on your expectations. unfortunately there is labor costs with Warranty parts which include labor for installation, processing of claim, shipping of part and or parts and refrigerant. These items are not included in a part warranty. These costs are why there is a charge for the work needing to be performed. Consumer Response /* (3000, 7, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were told that the service that was done would last about 6 months or so. Stating that we would have air conditioning. We said alright, do what you said needed and we paid $590.00 One and 1/2 day later we had no air conditioning - NONE! For 2 weeks. I requested that the service person would write everything down when he was here but he did not. We never received any statements or paper work from him. WE had to call the office to get a copy days later. He never ordered the part (coil) that was also needed which warranty cover. Business Response /* (4000, 9, 2021/08/10) */ we can help you get in contact with the manufacturer if you would like to make a complaint with them. We do not manufacture the equipment nor the parts for it we are a service provider. We cannot ever tell if there's a leak how long the leak will last for, that would be something a psychic may be able to do but not us. If there's a leak in the refrigerant it means it will leak back out but we cannot help you with warranty part issues and how long the parts take to get. There is a nationwide shortage on parts and equipment itself and us as a service provider and not a manufacture Can help as much as possible. We will gladly get you in contact with the manufacturer if you would like to make a complaint with them on one of their parts failing. Again we apologize for falling short on your expectations but making false allegations of us not ordering a part is an acceptable as we have all records that such was done and we apologize for it taking long to get parts but again we do not manufacture of the parts Consumer Response /* (4200, 11, 2021/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) You said that you can not EVER tell if there is a leak. Your service person told us that there WAS a leak that is why he had to do the work he did! We aren't the ones making the false allegations. Business Response /* (4000, 13, 2021/08/11) */ We can never tell how long a leak will take to leak out. We can tell if there is a leak. If you close to add refrigerant and are upset it didn't last claiming "we said it would last longer" it is not accurate. We can not tell how long refrigerant will last when you have a leak. After speaking to the clients wife we found the real issue. They purchased a unit and are trying to get money from us to pay for it. They paid $3200 for a new air handler and the unit in dispute is not even in their home. We talked to her while you were in the hospital. We cannot help this client and no longer will entertain their false stories. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩