I purchased a brand new Bryant gas furnace and had it installed in Nov. 2008. It costs us more than $2700 and came with 3 YEARS Labor and 5 YEARS Parts warranties. Six weeks after installation, and just 4 DAYS before Christmas we were charged nearly $200!!!! when the furnace stopped working during the first major snow storm of the season and we had to call for Freeman & Shea to send someone to come out to fix it.
In less than 20 minutes the Freeman & Shea service person located the source of the problem and told us what it was. The intake and exhaust pipes were INSTALLED too closely to each other and as a result the intake pipe was frosted in due to the water vapor caused by the warm exhaust air. He proceeded to cleared the intake pipe and added a 15" extension to the intake pipe directing it away from the exhaust. The entire process took less than 30 minutes.
I have since called Freeman & Shea multiple times and spoke to the office manager, Kathryn, who dismissed the service person comments and who each time told me that the owner, Mr. Wardell, were currently not in the office and that she would talk to him later that day and call me back. I still have not heard back from either of them as of today.
What really bother me (beside the fact the service call should be covered by the warranty) is that I placed the order with Freeman & Shea based on my meeting Mr. Wardell who came out to do the estimate and gave me the quote even though his price was higher than 2 others. And I did it especially after finding out that he was seriously ill a couple weeks later, I remember feeling good about placing the order with him.
Needless to say, I'm extremely disappointed. This especially since it's right around Christmas, a season to be a bit more considerate and decent to one another. It's more than just money.
If you're reading this Ms. Kathryn & Mr. Wardell, I no longer want any money back but I do want you to know how I feel as a duped customer.
Pros: Good salesmanship
Cons: Cannot count on warranty, no sense of fairness, no return call
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