Freedom Heating & Cooling

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Horrific. That is the word that best summarizes our experience with Freedom Heating and Cooling. When our AC went out during 90 degree weather and our toddler son who is prone to febrile seizures had been having low grade fevers on and off, Freedom accepted the “expedited emergency” call from our home warranty company, American Home Shield (AHS). When they were about to miss their window for the service and we were going to have a 10-minute lapse in having someone waiting at home, rather than appreciating that we let them know, they redirected the technician despite us indicating that we would miss an important work meeting to make it work. They then said they would send him back…that happened five hours later. The technician, Scott, then identified the problem but did not have the correct part. He unnecessarily took the blower motor and mounting brackets while leaving our furnace dissembled, which we were later told left us at risk of electrocution. Before leaving he stated he would look for the part tomorrow and let us know. We then proceeded to try to contact Freedom for 1.5 weeks with no response unless you count a voicemail message stating the voicemail box is full. Somehow, though, when we spent an hour waiting for AHS to answer our calls and they attempted to call Freedom they were able to get through each time. The woman who answers the phone, Tasha, told them that they ordered the part the day after the service call and it would arrive Monday then Tuesday then Wednesday and then once it did arrive she said the company sent the incorrect part. After 1.5 weeks of waiting and countless hours on the phone with the warranty company, Tasha did begin answering our calls but stated that she would be unable to get the part for 3.5 weeks and proposed getting permission from AHS to install a new furnace. At that point, we were ready to do anything to have air conditioning for our two young children. I repeatedly called AHS for two days having them check for Freedom’s submission for this authorization. Finally, an AHS representative took mercy on us and assigned a different company who was appalled at the state that our furnace was left in. He found the part the next morning and installed it later that afternoon with no issues. He was almost not allowed to make this repair, though, as right after the other company had been assigned Freedom finally submitted the request for authorization of replacement – including over $2000 of out of pocket expense to us for code compliance and modifications not covered by the warranty. After insisting to AHS that we were not comfortable having Freedom back in our home for any repairs the new company was approved. The other company’s technician indicated he could identify only one item not in compliance with current codes but that it could easily be remedied as a do-it-yourself project. He also estimated that the furnace replacement itself should have cost less than the out-of-pocket cost. Unless you are looking for unprofessional, unreliable, and dishonest service, we recommend avoiding Freedom at all costs!