ComplaintsforFreedom Air and Plumbing

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a rental property in **********, **. New tenants after moving into the unit in mid July complain about heat in the unit. I call Freedom Air who sends in a tech who points out there is no insulation. Freedom Air tech recommends adding insulation and offers to do the job for 3k. For 4k they could change the ductwork, but that is not really necessary, as per the tech. Job scheduled in 2 weeks, tenants's house is at 85F in the meantime.Two weeks later, a new tech shows up to do the insulation work but refuses to do that, saying it can't be done without changing ductwork. Gives another estimate of 14k for insulation + ductwork (3 times the initial quote from the same company). Tenants are in the heat, so I still hire them to get it done quickly. Job scheduled for 2 weeks later, tech promised it's a 2, max 3 days job and he'll oversee the job himself. Two weeks pass, drywall is cut, dust everywhere, a mess is left behind, nobody shows up the following day. When I call several times, I am told it will be another 2 weeks to have the drywall closed. Attic air is going into the house, condensation is everywhere. After several complaints on my side and on the tenants' side, the job is "moved up" to be prioritized and close the drywall. When tenants point out that the bedroom is still hot, Freedom Air tech suggests leaving the bedroom door open as a solution, which is not what you expect form a $14,000 job. Tech then promises to install a vent in the bedroom (unsure when). The same day a sales manager calls me to tell me that if the invoice they send on 8/16 is not paid by 8/16 EOD, it will go into collection. I pay immediately $12,500, even if the drywall is not completed and the bedroom is still hot. This is not a professional or ethical behavior from this company, they just took advantage of an emergency (hot house for the tenants).I demand a settlement (the job should not cost more than the $4k they initially quoted). If not, I'll take them to court.

  Business response

  08/20/2024

  Hello **************, 

  We always take photos of issues we find so this accusation is inaccurate and baseless. I am attaching the photos of the ductwork issues we found while on site. It would only be unethical if we ignored issues and proceeded with original quoted work that wouldn't resolve the issue. No matter how it is perceived, it is our duty to inform a client and allow them to chose what they would like to do or not do. This work was quoted in writing per law and approved by the client and then performed to the highest standards. Taking care of a home is the homeowners responsibility. If you wish to pursue this legally we have abided by all state laws and stand by our quote and work.

  Customer response

  08/20/2024

   
  Complaint: 22168652
  
  I am rejecting this response because: the job Freedom Air & Plumbing performed does not fully address the problem, as the master bedroom is still too hot. The solution the tech recommeded (i.e. keep the bedroom door open) is not the one you'd expect for $14,000. We are talking about a <1,000 sqft rental house. An itemized invoice for the work performed in 1 day was never provided. As settlement does not seem an option, my lawyer will be in touch. 
  
  Sincerely,
  
  ***************************

  Business response

  08/21/2024

  Again, completely untrue.  The invoice was not only provided the details of all work done but it has signatures agreeing to the information. I've attached for your review. We are a flat rate company as we've mentioned from the very first phone call. We do not charge for time and material. We provide services and the time and materials are bundled in to that price that is given. It very easy to follow. You can see the task performed, a detailed description of that task and the quantity of those task that we did. The amount due is at the bottom and it shows potential savings if you become an *** member. 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AC was installed on 6/8/2024. From day one the installation process has had multiple issues. The installers on 6/8/2024 left the system not properly sealed so I had to call a technician to come out to address the issue. On 6/10/2024 technician comes out with major attitude and tells me the system is supposed to be pulling garage air from AC cabinet. Technician laughs at me then proceeds to plug up holes and I immediately threw him off my property. On 6/14/2024 - Freedom sends **** "Technician manager" and lead technician ****** I explain to ****, the amount of air the system is pulling from the air handler. I explain this is a safety concern since the unit sits in the garage and can pull exhaust fumes from car and into the home. **** explains to me that having the system pull air from outside the cabinet is completely normal and that its good to have fresh air in this case garage air being pulled into the house since most newer homes are air tight and lack fresh air. I was passed off to ******* Operations Manager to have the issue addressed. On 6/20 ******* sends over installers to rebuild the return air plenum and they admitted to me the previous job was sloppy. I noticed after the new plenum was installed that a banging sound could be heard from bedroom. I called Freedom and then another technician came to my home and I was told my temperature was off in home and that the sound could be too much static pressure so I had to spend another $1,881.00 to have the sound eliminated. After the additional return air vents were added I could still hear the sound. So I had another company come out and it was discovered Freedom installed AC handler crooked and so ******* had crew come out and reinstall the air handler. Now the system is leaking water from the drainage line since the previous installers had to reinstall the drainage line. I want this leak fixed and want some money back for all this trouble. I'm tempted to call Action 9 news and tell my story.

  Customer response

  07/28/2024

  The sleeve to cover drainage pipe is all wet and it was never properly sealed. Technician left it cut up. Also the top part of the return plenum is separating from ceiling.

  Business response

  08/05/2024

  We were not aware ****************** was still experiencing any issues. Once we received this message we had our service team reach out to get some one back out to review. Attached you will find the invoice clearing up any existing issues as well as verified the system was up and running exceptionally well. The customer acknowledge this as well as can been seen with his signature on the invoice. 

  Customer response

  08/05/2024

   
  Complaint: 22055036
  
  I am rejecting this response because: Company has been very unprofessional regarding this issue. Last technician did fix but I feel I should be compensated for all the hassles. For $13,881.00 I get system with hassles? Not even an extended service warranty? Totally unacceptable. This company is very unprofessional on how they handle their Customer issues and to be honest this whole experience has been a total nightmare. I have been dealing with issues since my install on 6/8/2024. Its excuse after excuse.... Advice I would give this company is, just be careful what you say to a Customer because people will remember what is said. 

  Here are my additional reasons why I will not use this company again:

  1. Back in May I called the company to have an estimate for exhaust vent for kitchen vent... When their technician came out for the estimate, he explained he was not trained to give me a quote for this type of estimate so that I would need to reschedule with someone more experienced due to the complexity. 

  2. Back in June I had a blower go out at my business, when the technician pointed out to my mom "with fractured hand" there was a hole on the exterior wall in back of system, he suggested that she plug the hole up immediately. She asked the technician if we can go back and seal the hole since her hand was fractured and when she showed him the can of spray foam, he refused to assist. Then left with the ** closet door off the hinge. 

  3. The installers vaped as they were installing my system and ductwork. I was assured vaping and smoking was not tolerated.

  4. I was dismissed by their manager "****" and told an ** should draw in fresh air in the garage since new homes were airtight. 

  5. I was told by their technician when he received the call to come to my house, his dispatcher told him I was a troubled customer which he felt I should know as well.... SMH

  6. ******* "Operations Manager" assured me he would contact me when the installer came out to straightened the unit and to go over the system with me over the phone.... He never followed up....

  7. After a couple of weeks of being serviced by Freedom, the ** at my other home backed up and I had to call them out again to fix the clogged line. Also.... let's not address that the fact that during their "annual maintenance" the suction line is completely exposed to the sun and was not suggested that I have it insulated to limit the exposure to elements. 

  8. I had to call Freedom to ask why the permit was not paid even after a month the system was installed.... I was told their permit system was out of the office and they were "backed up"

  9. Installer on 6/8/2024 did not fully seal my system and I was told it was a design flaw with ******.... then why sell ******? 

  The list can go on and on....

  Sincerely,
  
  ***********************

  Business response

  08/05/2024

  Hello ******************, 

  I've listened to every phone call. I've spoken to every Freedom person that has been involved with this file in great links. We have answered every call. We have come out each time and taken care of any issues you have brought to our attention. At this time there are no other issues to be addressed. We have signatures on our invoices acknowledging work completed and satisfactory. As a gestor of good faith we can offer you an additional year *** to make sure your system is getting the maintenance the manufacture recommends. If you would like to accept please let us know. 

  Customer response

  08/06/2024

   
  Complaint: 22055036
  
  I am rejecting this response because:

  After reviewing this response, Im going to reject this offer. I want to be compensated financially this is a slap in the face. Yes I signed the IPad but your technicians and installers pressure me into signing and rush out of there. Everytime you leave my house, problems are discovered because your technicians dont go over what was corrected and dont do a thorough inspection. If things were repaired properly then I would have to call multiple times to come back. Your last technician who was at my house July 31 ******* even stated that if things were handled properly and fixed the correct way, I wouldnt have to call you multiple times. So here is what I propose I want to be compensated for $800.00 and then I wash my hands of this. I feel this is a fair amount considering the issues I had to go through.

  
  Sincerely,
  
  ***********************

  Customer response

  08/06/2024

  I do not want this company to return to my home. This why I rejected the extra year of **** I will explain why I want to be compensated for ****** this is cover the costs of having to go back and properly seal the box my unit sits on. I had to go back and correct their mistakes by filling cracks in with foam to prevent pest entry and air leakage. Also I want to be compensated for partial work done on the addition of the air return vents. I was told thats why my system was making a load sound when kicked on, but that was never the case it was because the system was installed crooked and causing the sound to penetrate through wall. They claim I wanted the return air vents for air balance which was never the case I was told I needed it to quiet down the system. If they can at least compensate me that difference I will consider this done because Im already about ********* with this company if you combine all the work that has been done 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A tech came out to check my a/c on 06/17/24 and after looking at the system, and me telling him it needed a new thermostat, he put a new one on the wall and then checked outside and said that one of the wires coming from thermostat was not making contact. He said that it would cost $678.03 to fix the unit and I said ok. In about 10 minutes, he came back to me and said that I have bad news: your system is empty of refrigerant and it must have a leak. The tech, named **** said that he would recommend that I replace the entire HVAC system. So after going back and forth with him on a price for a new one, we agreed upon the price of $8,000. I specifically told him that I would agree but that was the highest I would go. My wife and I was at the kitchen table, talking with **** and it was stated that this estimate would include the cost of the service call and the thermostat. Again, I told him several times that $8,000 was the most I would pay for the installation of a new system, including the original $678.03 service call. When I got my credit card bill and saw that I was charged a total of $8,665.41, I call the office of Freedom Air and Plumbing and in a few minutes **** gave me a call and I explain to him the overcharge of almost $700 and he replied that he was sorry for the lack of communication and that he would have his manager give me a call back. I have not received a call back and I have proof that my wife and I both heard me tell him that all I would agree to pay was the original $8000. A company should be honest in all it's dealings with the public and I just want others to know that Freedom Air and Plumbing in ******************* are not honest and to please not be a victim of their company.

  Business response

  07/29/2024

  Hello, 

  I've attached the estimate that was presented to the customer and was accepted before any work was completed. You can clearly see their signature accepting the work to be completed. I've also attached a copy of the invoice showing the install that was completed. You will see on the invoice that the customer was given a service refund. Service refund (*******) as well as a freedom earn your business discount of *******. The service refund even included a discounted service call which had nothing to do with the repair work.  We went above and beyond to give him the pricing that the customer said they needed. They agreed. Signed the Estimate. We performed the work at the agreed upon price. The customer signed agreeing the work was performed and accepted. After the fact they have come back to say they believe us to be dishonest. I'm really perplexed as to how they come to that conclusion we we have been nothing but transparent in our presentation. They were presented everything up front and agreed as an adult. At no time have they said they were confused or asked any questions. At no time have the said we didn't deliver the quality or the items that were promised. They only thing they claim is they did not receive a service refund which the invoice they signed clearly states they did. We will always make something right if we have made a mistake. In this case that is not the case. 

  Customer response

  07/30/2024

   
  Complaint: 21991006
  
  I am rejecting this response because: I was told that the first invoice estimate was to be what it would take to get my a/c unit up and running, however after  he put the thermostat in and repaired the wire, he told me that my unit had lost all the refrigerant and he would recommend that the entire system be replaced. While negotiating a price for the new unit, we came to a firm price of $8,000 and I plainly told him that this was my final offer which was to include his so called service call. My wife and I both heard this conversation to the tech.  I signed several forms for him which was done on a blank tablet  that didn't even show what I was signing and the tech knew that I didn't agree with this extra service charge of almost $700, not the $613 that he has on this statement of which I never saw or signed. He is lying and knows that I only agreed to the  $8000 for the replacement of the unit.  There was no miscommunication which is what he told me after I had made my original complaint about the over charge.  Freedom Air and Plumbing are liars and they are out to overcharge the public and I want everyone to know this so they won't make the same mistake that I did, which was calling them in the first place.
  
  Sincerely,
  
  *********************

  Business response

  08/05/2024

  As you can see from the invoices I uploaded all options were given to the customer and the customer signed all invoices to proceed with the approved work. We also received signature signing off to the work as satisfactory. Everything that was promised has been completed. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** came in and sat a bag of tools directly on my Formica counter top and it scraped as he did so. I set it on a blanket and asked him to set everything on the blanket. However, every time he took a tool out of his bag he again set them on my Formica countertop. When he went outside to his truck I took the tools and again set them on the blanket. However, he again set them on the countertop. He took some metal plates off my hot water heater to adjust the heat and again put those on my Formica countertop as well. My countertop was brand new, I never set anything on it without a towel underneath it to protect it. However, when he finally left their were numerous surface scratches and one long scratch about 7 inches long that went through the surface.I called Freedom Air to tell them about my these damages and they filled out a complaint. They said it would be submitted to the manager right away and that he would follow up shortly. However, the manager did not return my calls for well over a week. When the manager, ******, finally did call me back he asked for a picture of the damage and an estimate for repair, both of which I texted him. The estimate to replace it, including installation, came to $1,600.00.About a week later ****** came with another employee to look at the damage and insisted there was no way ***** could have caused the damage. He said ******* is one of the hardest countertop materials next to granite but this could not be further from the truth. As formica is a laminate, this was not only inaccurate, but also an attempt to dodge responsibility. ****** said that for him to reimburse me he needed to drop tools on my countertop to attempt to replicate the damage. If this idea was not asinine enough, the countertop is over top of a brand new washer and dryer and adjacent to a new hot water heater, both of which could have been easily damaged in this test. Needless to say I would not let them perform this test and they walked out.

  Business response

  03/27/2024

  When the customer called in with there concerns our Operations Manager as well as our Plumbing Manager went out to the home to meet with the customer. They did not find any visible damage and also spoke in length with the customer about his concerns. The customer stated the tech scratched the countertop with their bag when placing it on the counter. The tech states he put his bag on the floor. However we did take a look at his tool bag to see if there possibly could have been something that could have scratched the counters. The bag has rubberized feet as well as it was a cloth material. We did everything in our power to review the situation and make the customer feel comfortable unfortunately that was not possible. We have a long standing reputation for making things right if we make a mistake. However, in this situation there was nothing that could be validated from this customer complaint. 

  Customer response

  03/28/2024

   
  Complaint: 21426776
  
  I am rejecting this response because:

  With all do respect, Freedom Air is completely lying through their teeth. First of all, ****** the Plumbing Manager and the Operations Manager did see evidence of the scratch. Not only did I text them clear pictures of it beforehand, which I am happy to provide, but I had it clearly marked for them when they arrived. Further, they stated the only way they could reimburse me is if they could drop tools on my counter and cause further damage to see if they could replicate the original scratch. Also, it should be noted that he told both of my parents this as well, so I have two witnesses who would be more than happy to provide testimony. In fact, when we told them they could not cause further damage the Operations Manager said Were done and both abruptly and rudely walked out mid conversation without even trying to resolve this issue.
  
  
  Second, assuming the tech did in fact claim he set his bag on the floor, he is lying as well. He did not put his bag on my floor, he set it directly on my Formica countertop as well as all the tools he took out of it and several metal panels he took off my water heater. I did hear his bag scrape across my counter as he set it on there and, while the plumbing manager produced a bag with rubberized feet on it, he couldnt prove that it belonged to the tech. Not only that but the feet were all chewed up and the screws that were holding them on were protruding and could have easily scratched my counter. 
  
  
  Contrary to their response, Freedom Air did absolutely nothing to make me comfortable or make it right. Instead, despite being told by the receptionist that they take such matters very seriously and that the manager would get back to me shortly, he failed to return my calls for almost two weeks after which they did nothing but try to cover themselves and provide excuses. However, looking at their responses to their other BBB complaints, it is apparent that lying, making excuses, and insulting their customers is a pattern with them. There is no benefit to me in making up this scenario as all I hope to gain is to have my countertop in the condition they found it in.
  
  Sincerely,
  
  *****************************

  Customer response

  03/28/2024

  Hello,

  I would also like to include the attached images of my text conversation with ****** plumbing manager, proving he knew about the scratch before coming over. This proves he lied when he said he did not see it.

  Thank you.

  Nic Mihora

  Customer response

  03/28/2024

  Date Sent: 3/28/2024 9:42:28 AM
  

  Hello,

  I would also like to include the attached images of my text conversation with ****** plumbing manager, proving he knew about the scratch before coming over. This proves he lied when he said he did not see it.

  Thank you.

  Nic Mihora

• 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

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