ComplaintsforFreedom Heating & Cooling

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just purchased a house at this location. It came with a *** warranty. The company that I would have to use is this Freedom Heating and Cooling company. They sly call you. They experience high call volume. They returned one call. They call but it goes straight to voicemail. They are the only people that I can use with this *** but they do not get back to you when you call them. This has been going for about 11 days now. They blame the *** and the *** blames them. I called today and it seems like I am blocked from calling them. I would like to get my AC fixed but I feel like it will never get fixed.

  Business response

  08/11/2023

  We are working with this customer through their home warranty company, ***. Our technician visited the home on 8/2/23 and reported the diagnosis to *** for approval. *** approved the claim on 8/6/23 and informed us of the customer's out-of-pocket total for the install. *** has elected to use one of their suppliers for the equipment and has forwarded the order on to their supplier for delivery. *** informed us on 8/9/23 that the customer agrees to pay their out-of-pocket portion for the install and we are aware the customer wishes to proceed with the replacement. At this time, we are still waiting to receive the equipment from ***'s supplier so we can proceed with the installation.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ac has been out since May 31 the technician has been out 3 different times I have ******** **** ******. He doesn't fix anything and leaves without telling me They never answer the phone or return my call.

  Business response

  07/13/2023

  We were contracted for the work order through the customer's home warranty company. The technician was at the customer's home on 6/20/23 and discovered a short in the thermostat wire. The diagnosis and report was submitted to the customer's home warranty company, and on 6/21/23 their authorizations department made a determination that they were not going to cover the repairs. The technician was also unable to perform any repairs due to excessive overgrowth around the unit, and the home warranty company has a seperate determination on 7/6/23 for a denial due to lack of access. 
  
  No repairs have been approved or authorized for us to complete through the customer's home warranty company and we do not wish to proceed with any repairs regarding the thermostat wire for the customer at this time. We appreciate the opportunity to provide service and to work with the customer, and hope to continue working with the customer in the future.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My home warranty company hired this business to come look at my heater after coming home to a freezing house. This company come out and stated that my heater needed to be replaced. The company is required to send the invoice and information to my home warranty and then once approved, they are required to make repairs. The home warranty company and myself have been trying to reach out to this company in order to schedule a date for the repairs to be completed, but the business has since avoided all calls from both myself and the home warranty company.

  Business response

  02/17/2023

  We received the work order for the customer through their home warranty company on 2/1/23. We worked her into the schedule and the technician was at the home the same day and diagnosed her furnace. The report was turned into the home warranty company the same day and their authorizations department processed and approved the claim the following day on 2/2/23. The home warranty company informed us on 2/8/23 that the customer agreed to pay their out-of-pocket portion and proceed with the repairs, and we placed an order for the equipment. The equipment was set to be in at our supplier on 2/15/23 and on 2/10/23 we offered the customer an appointment for 2/15/23 between 11am-3pm, to which she declined. We also offered the customer an appointment on 2/21/23 which was also declined. On 2/17/23, the customer stated they are working with another contractor and do not need scheduling. We will continue to work with the customer and their home warranty company if there are any other ways we can assist.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has not returned any of my calls or my text messages. The company was waiting in a compressor from AHS, but still, Freedom has not returned any calls or text messages. They got my service fee charge. Horrible communication. To date, stull no a/c in my house

  Business response

  07/12/2022

  We are currently working through staffing issues and sincerely apologize for the lack of communication the customer has experienced. Behind the scenes, we have been diligently working with the customer's home warranty company, between their customer service and dispatch departments, reporting and getting approvals from their authorizations department, and following up with their purchasing department. We have also been working with the suppliers that the customer's home warranty company sent the part order to and are waiting for availability confirmation for the customer's parts. We have not collected or received any service fees or compensation from the customer, or the customer's home warranty company. The customer is aware and is currently on the schedule for 7/14/22 to have the replacement part installed. 

  Customer response

  07/14/2022

  I've never had an appointment with them.  They called today and said they need a part; the home warranty company ordered the part and the vendor needs to pick up the part--they haven't picked it up.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They NEVER came back to fix our air conditioner with a house that has 5 people in it. They have received 11 voicemails from us over the last 4 weeks anf they will NEVER answer their phone They NEVER return a voicemail left They took the service money paid to them and never showed up again after diagnosing the problem. Simple blower motor fix. It is clear from their ratings they are in the habit of leaving customers high and dry. They should be shut down

  Business response

  06/01/2022

  We received the work order for Mr.******* through his home warranty company. The technician arrived for the scheduled appointment and determined that the blower motor needed to be replaced. We submitted the diagnosis and repairs to his home warranty company the same morning. Their authorization department approved the repairs, with them supplying the replacement part. We have been consistently working with his warranty company's purchasing department as well as their supplier.

  To date, we have not received the part nor collected or received any service money from Mr.******* or his home warranty for the service visit. Our records indicate since the service visit, we have received 3 calls from Mr.*******, all of which were yesterday evening (5/31). Since we have not yet received the replacement motor from Mr.*******'s home warranty company, we have not been able to return to install it.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/01/2021, our home warranty program (AHS) contracted Freedom Heating & Cooling to repair our furnace. They did not contact us prior to showing up at our house as requested, and when informed it would take us time to get from work to our house, they left instead of waiting for us and closed out the ticket with AHS without performing work. They then ignored our phone calls and text messages for days, until AHS contacted them and sent them out. On 11/03/2021, AHS again contracted them to repair our furnace due to the fact it had not actually been fully repaired on their first visit. They were to come 11/04/2021 after 4 pm, but never showed, and again closed out our ticket. When contacted on 11/04/2021 by AHS, they told AHS they would not be able to fit us in now until the following week. It is 11/08/2021, and we still have not been able to get a phone call or message from Freedom Heating & Cooling to complete the work that should have been completed 11/04/2021.

  Business response

  11/10/2021

  We received the work order for this homeowner through AHS on 10/1/21 and they had a scheduled appointment on 10/6/21. When the technician dispatched on 10/6/21, the homeowner contacted us asking for the technician's eta and we informed them he was 9 minutes away. The homeowner stated he was still 30 minutes away and although he did not make any requests for such, said he was expecting a 30 minutes to 1 hour notice prior to the tech's arrival. The homeowner stated he needed to reschedule, and they were set up with an appointment on 10/11/21. The first appointment was closed out when the job was placed on hold for rescheduling, however the job remained open with the warranty company and was not completed out until the work was finished on 10/11/21. 
  
  We received a recall work order from their warranty company on 11/3/21 and they had a scheduled appointment on 11/4/21 between 11am-3pm. Their warranty company guidelines are for appointments to be scheduled during daytime business hours because they do not pay for after-hours or overtime. The homeowner contacted us and requested an appointment after 4:30pm that day, and although our office is located an hour away we let the homeowner know we would try to accommodate their request and push the appointment back as far as possible, and they were on the schedule for the last call of the day. They were also informed of the possibility we might not be able to meet that request and would need to reschedule the appointment. 
  
  On 11/4/21, their assigned technician got held up at previous calls and was unable to make it to to the home for the appointment and placed their job on hold to be rescheduled. The following day, we spoke with the homeowner's home warranty company who had the homeowner on the other line, and informed them of the situation. We let them know our next soonest appointment was on the following Tuesday, 11/9/21 and gave them permission to release the call if the homeowner wished for sooner service. The representative said they would talk to the homeowner and let us know if there were any changes, but asked us to keep the homeowner down for the appointment on Tuesday. On Monday 11/8/21, we received a call from the warranty company stating they had the homeowner on the other line and asked about the scheduled appointment. We let them know we still had them down for the appointment on Tuesday between 11am-3pm. 
  
  When the technician arrived at 12:05pm on Tuesday 11/9/21, the homeowner informed the technician they were already working with another contractor through their warranty company and no longer needed service. The homeowner should feel free to contact us if we can assist them in any way or if they need anything else. We are in the process of moving shops and offices, if they are unable to get connected with someone, please leave us a message and we will try to follow up as soon as possible. Thanks!

*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. ↩