Serious Safety Concerns and Poor Service from Franklin Heating & Cooling! In early January, our heating system began struggling to maintain the thermostat setting. On January 8, we contacted Franklin Heating & Cooling after reading that the company had been established in 1978, which gave us confidence in their experience. A technician arrived and diagnosed the issue as a faulty gas valve. Before leaving, he asked my husband to show him the propane tank to confirm fuel levels. They both checked it, and it was approximately 70% full. The technician left to obtain the part, returned the same day, installed it, verified the unit was operating, and stated the part was under warranty and we would only be charged for labor. We later received an invoice totaling $439 for approximately 40 minutes of service, which we paid. About a week later, the same issue returned. The thermostat was set to 68 degrees, but the indoor temperature dropped to 59 before the unit would restart. We attempted to contact Franklin Heating & Cooling multiple times. Our calls went unanswered, messages were not returned, and promised callbacks never occurred. During ice storm, while we still had power, the heating problems worsened. We began smelling smoke in rooms adjacent to the exterior unit. From outside, we observed soot covering the unit and the exhaust vent. When we finally reached the office, we were told they were booked until January 28, though one appointment became available. The same technician returned and brought a second technician with him. At that visit, we were informed that the valve previously installed was for a natural gas system, not a propane (LP) system. The technician stated he did not realize the unit was propane, despite having checked the propane tank during the initial visit. He acknowledged this was his mistake and stated that the incorrect valve had damaged the heat exchanger and that it would need to be replaced under warranty. We were advised to turn the unit off due to safety concerns, leaving our home without heat during sub-freezing temperatures. For approximately a week, our home remained around 50 degrees during one of the coldest periods of winter. We repeatedly requested a manager call us and received no response. I eventually located and emailed a manager, Kristi Foster. She replied that she would investigate the matter. We were later informed that parts would arrive and repairs would be completed. Before the repair visit, Ms. Foster called and stated that while installing the wrong valve was the company's fault, the resulting heat exchanger damage was our responsibility because we did not call sooner--despite our documented attempts to do so. She stated they would not charge labor for replacing the heat exchanger (which was under warranty) and would partially refund the original bill, though the service call charge remained. The tone of this conversation was dismissive and unprofessional. The same technician returned with a junior technician. My husband observed the work and noted multiple safety concerns, including the gas initially not being shut off. When questioned, the technicians declined to answer. Partway through the repair, we were told the unit would not be turned on because the propane level was at 20%, despite our propane supplier confirming there was sufficient pressure and being scheduled to refill the tank that afternoon. The technician stated he was leaving for another job and suggested returning the following week, which would have left us without heat again. After I intervened, the technician contacted the office and stated he would wait for a service manager to bring a replacement part from Nashville. He then claimed another component had "broken due to rust," though it appeared to have been damaged during the repair. After the propane was filled and the part installed, the technician briefly started the unit from outside, stated it was working, and left. Once we attempted to operate the system from the thermostat, it failed to start. Our home filled with a smoke odor, and we discovered newly replaced air filters covered in soot. We were unable to reach Franklin Heating & Cooling again. We ultimately had another HVAC professional inspect the unit. They were surprised the burners had not been properly cleaned and stated the system should not have been left in that condition. This experience raised serious safety concerns, including improper installation, lack of communication, and failure to adequately remediate soot and combustion issues. Given the potential risks associated with incorrect fuel components--such as heat exchanger damage, soot buildup, gas leaks, and carbon monoxide exposure--we feel this situation was handled with a lack of care and accountability. Based on this and similar complaints we later found online, we cannot recommend Franklin Heating & Cooling. We are sharing this review so others can make an informed decision and avoid a potentially dangerous read more

Awesome company!!! Our upstairs unit was not working. Called them and they serviced the unit within the hour!! We have used them for years because of their customer service and technicians. read more

I have a heating unit that is 2 years old, the unit wasn't working on January 8th. I contacted Franklin Heating and Cooling. The company came out to fix the unit, however, I continued to have issues with the unit over the next 45 days. The company returned to my residence 5 or 6 times over the month and a half. Most recently, the company was at my home on February 25th. Several days later, I had a strong gas odor leaking from the unit. The gas company (Piedmont Gas) came to my home and detected 7% leakage on a piece replaced by Franklin Heating and Cooling. I called the company again to come and correct their mistake as the gas company shut off the gas line due to the leakage. The company refused to come back to my residence to correct their mistake. I have since hired a second company, that told me Franklin Heating and Cooling had several mistakes on the job. They stripped the screw so badly, I had to replace the gas valve again. They also installed the gas valve pipe in the wrong direction in addition to taping the emergency shut-off button to forcefully allow for a continuous run of the unit. Franklin Heating and Cooling put my family in danger with a deadly amount of gas leaking from a piece they installed. DO NOT USE. read more

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They replaced my hvac unit with a new American Standard. After 3 years the ac lost the refrigerant. Franklin inspected the unit, could find no leak and elected replace a part that could be a problem. Three years later, another failure. This time a leak was found in one of the soldered joints. I believe the leak that was eventually found was the problem all along, that they missed on the first call. They refused to accept any responsibility for not detecting the leak initially and, furthermore, did not express any concern over compressor damage done by the repeated Freon loss. Would not consider using them in the future. read more

They did not do a competent job two separate times on my hvac unit. Both times the office manager argued with me and said that their technicians would never do that. Well they did. I wrote a Google review and they deleted it. In fact, they are deleting all their negative Google reviews. This does not give an accurate representation of the poor job this company does. And the office manager will not let you speak with the owner to correct the problem. read more

We live in a small town house and our AC went out. We need a new unit and we call Franklin Heating and Air, they came out to replace our unit but said they couldn't do it because it wouldn't fit in our small space without tearing into the drywall in the ceiling. We were told they didn't want to do that. They never gave us any other options. I did a little research and found out there is a smaller unit that would fit into our space. We waited a week for them to fit us in, then they said they couldn't do it. Our air was plugging along were it was comfortable, now it's completely out. So Saturday and Sunday had no air. Gonna call someone else tomorrow. read more

When our upstairs A/C went out, we had visions of suffering in the heat for a couple days, not really knowing anyone or having any referrals. This was our first and only call and it turned out to be the same company that installed the upstairs unit well before we bought the house. To our surprise, they showed up quickly, diagnosed and solved the problem in under an hour for a low cost. Honest and fast. We are grateful, thank you! read more

Multiple issues with a brand new house and A/C unit installed by this company. They claimed to have fixed the issue on several occasions, yet their own employees told us the prior techs did it wrong. They billed us anyhow. In the end they did not take responsibility for their work yet demanded payment from us and threatened collections. Stay away! read more

This company was hired by my sorry builder Legacy Homes of Tennessee owned by Chris Franks to install my AC unit in the crawl space in my new home. To make a long story short, the pan under the unit was not level dripping water on the ground under my home. Mold began to grow before I discovered what the smell was and why I was sick with bronchitis twice in one year. The air return tubes were soaked with water and torn sucking the moldy air into our home. I had to spend almost $4,000.00 to remove the mold and have my air vents cleaned. They refused to reimburse me and tried to blame it on me for not reported it before the warranty was up?! My next door neighbor had to replace EVERYTHING in his home that they installed costing him thousands !! read more

Mom mom and dad live on Social Security and are without heat for almost a week. Franklin Heating and cooling came out right away when called. Although my parents are elderly and non-tech savvy, franklin heating and cooling decided to communicate with them via email and not phone. My parents finally followed up and Jessica tried to make them feel bad about not knowing they had an email about the cost of service. Mind you, the technician took the part that requires service to ensure they could match the part. We do have an older furnace, but this did mean we wouldn't call anyone else if we wanted as we don't have the part requiring service. Once they finally had an estimate, my parents were able to go to HEAP in an effort to get assistance. However, we were informed that they would not accept a payment from HEAP because they have never done business with them in the past and didn't know if they were a reputable company and the "their check would clear". I even explained who HEAP was and asked them to google it. Jessica indicated that HEAP was not reputable due to the fact their business had been in business for X amount of time and they had never worked with the program before. I even offered to pay for the treatment upfront until the check from HEAP could clear. Jessica told us they could not take 2 payments on the same account and required payment at the time of service. Just in case anyone along with Jessica doesn't know who HEAP (Home Energy Assistance Program) is: https://development.ohio.gov/wps/portal/gov/development/individual/energy-assistance/1-home-energy-assistance-program If you are not rich, don't call Franklin Heating and Cooling. They don't care about leaving elderly with health issues without heat and are too reputable to take payment from companies out there that try to help! I worked with a gentleman in the past with this company to put an AC in my mom and dads house, so we are a re-occurring customer. If they treat us like this, they will treat you like this! read more

After having issues with a company we'd used for years we called FH&C. Bud came out, fixed the problem for $500 less than the other company was going to charge, found and fixed where a hole had been PUNCHED in the freon line. Now we know why we had been having to get it fixed every summer and every winter. So glad we called FH&C. We'll never use anyone else. read more

Honesty and Integrity are plastered all over walls. What a sham. Sounds like a lot of the reviews are about the same. Just shoddy service and shoddy customer service. Franklin Heating and Cooling installed unit in 2008, we have had to call each year to service. We called on a Sunday in November 2014, we were told by tech it would be 79.99 and he asked if he needed to come that day. It was unseasonably cold and was forecasted to be in the low 20's and wind chill in lower teens. We explained that we hated for him to come out in rain and cold but we needed to make sure unit would work. Tech pulled up and went straight to outside unit, no greeting or knock at door. No hello when I went out to hold umbrella for him. He is out there for 20 minutes and we see him walking away, again no knock to tell us. We ask him what the problem was and if we needed to pay him now. He said it was a switch and he left and said they would send bill. We get bill 2 days later for $450+ for a control panel not a switch and also 109 weekend charge that was told earlier would be 79.99. We contacted customer service that Friday and was told that owner would call back on Monday. No call, no nothing. We waited another full week. I visited business to go over bill, Customer service was simply rude and incredibly crass when it came to this matter. Looks like this type of complaint is common place and they were prepared and simply made excuses for their policies and employees. We asked for explanation of control panel being put on without telling us this is what they did. They said we will give you $20 back on service call and I said no thank you. They said we can come back over and remove control panel and you can get quotes from others to see if this was reason. Not a great scenario when the temperatures have been in the 30's. Most opinions are this was a cop out by tech due to easy solution to problem, slap a control panel on and get out instead of fixing switch or taking time in cold rain to properly diagnose. Tech might want to let you know before he leaves that you are going to get a $450+ bill I wrote the check and very happily I will never have to deal with this crew. They lied about service, they lied about the price on call, they lied about owner calling me back, they are a sorry company. Hopefully no one else will be burnt by these guys. I have sent to our HOA to make sure they publish this email going forward. They handle 10,000's in Mid Tennessee area. They publish a newsletter and email that they send bi monthly. Hopefully the homes that were installed by Franklin Heating and Air will find new people to do their business. There are at least 10-12 homes that they installed units initially in our subdivision. They also plaster signage of Better Business Bureau. Believe me they do not adhere to any of the qualities that the Better Business Bureau requires. They are a lousy operation and they are not trustworthy. Please save yourself the effort and cost that will come later with dealing with Franklin Heating and Cooling. We are still contemplating sending this complaint to the BBB. I would be very happy to give my information and or contact for anyone else that has same complaints. read more

This company knowingly sold a defective Honeywell whole home humidifier, commented that this was not a good product after we had it installed (cracked tank and leaking into crawl space) and failed to call customers when Honeywell offered free replacements prior to November 2017. Loved finding that out in January 2018. I asked for clarification from Honeywell. They still sell Honeywell but will steer you toward Aprilaire because of quality-related problems. If you complain and ask for a meeting or office manager, you will not get a call back from the office manager to "do what she says she will do". Very disappointing from a company's values/perspective standpoint. I have taken my business elsewhere. read more

Honest, prompt service. Made an appointment and the technician was on time. Technician's name was Junior and he was honest and professional. Did not try to up sale unneeded repairs. Their service costs are very reasonably priced. I highly recommend them for your air conditioning needs. read more

I had a wet spot on my ceiling in bdrm just below the a/c. I called them, had them come out to fix 5 different times. They promised me each time they had taken care of the problem. Obviously, if there is water it had to be condensation and I offered them the use of a coat hanger straightened out and my air compressor to blow the line out which is only about 18-inches to the main 3-inch drain line. They refused each time and yet didn't get it fixed until finally the whole ceiling fell down. They refused to take the blame for it and their insurance company refused to pay also saying that the wet spot initially meant I would have to put up a new ceiling anyway. Then on top of that they billed me for the call never apologizing but always wanting to blame someone else. I probably will end up bringing a lawsuit against them and I certainly would never use them again and would recommend that no one else do either. Otis B./Franklin read more

we have been a Franklin Heating & Cooling customer since the late 1980s. Bud kept our old Rheem heat pumps running as long as reasonable and then replaced them with top-of-the-line York high efficiency units. We have two 2-ton heat pumps. We have always been very pleased with their installation, support and the efficiency of the units. Bud has always give us excellent advice, i.e., brands, tonnage sizing, insulation, new ducts, etc. FH&C is also a sheetmetal shop so we have used them for stainless steel backsplashes, custom duct work, etc. Our entire family uses FH&C. My sister-in-law is very pleased with her new 3-ton AC/gas unit as it is very efficient. We highly recommend them. read more

AC went out 8/24/14, temps in the 90s, call placed to FH&C, message left about problem including time of 6 pm, recording said office closed but someone would call back shortly. No response. Called back after 7 am 8/25/14, left message again during regular office hours. No response. Called back at 8:18 am, no apology provided for lack of response, said someone could come out later this afternoon to fix problem. Service call was not until 1 pm, temps again in the 90s, he did not introduce or identify himself, I described the problem, he went up to check unit, was here no more than 15 minutes, said unit needed to be replaced and office would call with estimate. Office called in next 15 minutes with high bid for service, refused to negotiate price. I said I would call other companies for price comparisons and reminded them we were longtime customers, more than 15 years and why I was unhappy with their poor customer service. Less than 48 hours later, they called back to see if they had taken care of our problem. I reminded the same woman who had called with the estimate and she said she spoke to hundreds of people. I said you called me less than 48 hours ago and didn't make any notes on the conversation? And in less than 48 hours, I received a bill in the mail from them for $85.95 for a service call. read more