ComplaintsforFranklin Heating & Air
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Complaint Details
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Initial Complaint
11/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought a furnace and heat pump in Aug 2019 for $6,000. When we turned the heat on a couple of weeks ago it was on for an hour. I left for work around 6 am and my sister arrived about 20 minutes later. When she got here the house was full of smoke and the smoke alarms were going off. She turned everything off and we contacted Franklin heating and air that day but no answer. I emailed him and never heard back. A few days later my sister spoke to Dean Hodges and he told her to find someone else that he didn't have time. ******* came out on Nov 5 2021. He said that the furnace is a safety Hazzard and to not turn it on. Part of the furnace has melted and the gentleman said Franklin heating and air had to fix it since it's under warranty. My sister called Dean and told him what ******* said and he said we could not make him fix it. We are going on 3 weeks now without heat and for ******* to tell us the furnace needs to be replaced was $243.Business response
11/24/2021
The system was sold to the ****** Family in mid 2019. They ask if we could help finance the system. Having a business relationship with the family for several years we agreed to assist by financing the remaining balance with no interest. Although there were several calls made to remind payment due the system was finally paid in full past the agreed due dates. There was no contract agreement saying after the installation we would provide any type of service or repair for this system. The product does come with a manufacturer warranty of ten years which can be provided by any other heating and cooling contractor. During a conversation with a family member I advised them to seek another heating and air company to provide service for them because we could no longer assist them. The reason that we stopped providing service for this customer is due to the unsanitary conditions that are involved within the home. I am not going to elaborate on the details of the situation. We are not obligated and do not have a contract or guarantee to provide any service or repair to the current heating and cooling system installed in 2019.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.