Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ad on ******** saying you can enter to win an item. Replies from company after people have sent in question to inform people who act on this ad inform potential customers that the winner has already been chosen. Because of this they need to take their ad down. This is ethically a wrong way to lure customers into their company by say lies.... this ad is now a lie because there is no way to win anything. Basically a scam/lie and appears just to try and draw in more customers by am ad that is not true. I feel this company needs to pay for their lies. Bottom line. I will never use this company and will inform everyone I know to also not use this company.

  

  Business Response

  Date: 01/03/2025

  Our ******** contest features a FREE HVAC unit giveaway, including a FREE tune-up just for signing up. Weve always selected a winner for every contest and will continue to do so. Feel free to reach out if youd like more details!

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unit was purchased as a 3.5 ton Heat pack unit, when the installers showed up it was a 4 ton. None of the duct work or brackets fit , they supposedly had everything remade for install and than installed unit. Prior to install we had all duct work cleaned as they suggested . Within several weeks after install we incurred lots of dust in our house, after several visits one of the repairmen said the unit was never properly sealed , He supposedly sealed around the roof this still did not stop the excessive dirt in house. Visit after visit every tech had a different opinion. Then they said our feed duct was to small for the 4 ton unit and replaced the main duct and fell through the ceiling during install . the dust still continues and is still very excessive This year we had a service warranty manager come and said the seal around unit was missing or never installed. He ordered the seal to be installed, and said that if the dust continued his boss told him the unit would need to be replaced. The seal was installed and this didn't work. Every time we call we get put on hold and then told the manager will return our call. Which never happens . What we would like for resolution : The unit needs to be as ordered 3.5 ton variable speed , our ducts need cleaned and our roofline evaluated for any damage from unit not being sealed properly . we have tried for 2 1/2 years to get this resolved from trust , and we keep getting pushed away .

  

  Business Response

  Date: 01/03/2025

  We have spoken to the customer and both parties agreed to a quality control appointment by our install supervisor for Jan 8th. 

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26th 2024, we had (2) new AC units installed at our home for $28,346.50. We had many issues including: - They installed one unit tilted because they didn't take the time to level the ground underneath - There are dents all over that same unit,- They covered the side of our house in silicon to try to hide the poor installation - Everything in the closet and throughout the upstairs of our home with covered in insulation because it wasn't properly covered or cleaned up after - The attic access paneling was broken. They returned to try to fix their mistakes but then: - Tried to clean the silicon from the house and damaged the stucco - Tried to level the tilted unit but ultimately just created more damage to the unit and broke the new pad the unit sits on (and didn't tell us). Units then weren't working when we tried to run them and so a THIRD visit was required because they forgot to reconnect the units after the second visit. Now the damaged unit makes an odd sound in use. They never followed up with us for a state inspection. We had to call for that. We tried several times to try to get some compensation for the damaged unit and pad and all the issues and we were offered $346 (off almost $30k). Now they are Sempre Fi vs. Summit and they call and text insensately for a "tune up" appt. We had them come back to do a tune up (which was nothing) but the tech was told he was here for a repair. Now they still call and harass us constantly for a tune up obviously reflecting their system hasn't been updated.

  

  Business Response

  Date: 12/04/2024

  We are getting in contact with the homeowner to ensure that we resolve the issues

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very very similar issue to others I see here. AC installed and had various issues with it along the way but nothing that wasn't resolved. Most recently they were called to come out and check my vents because it was blowing insulation into my kitchen. The guy wrapped things up and checked everything and said it was good. This time of year the **** isnt being used at all, so it wasn't until a few days later that I went to turn it on and I noticed the downstairs thermostat was not getting power. I called them and scheduled and appt. The guys came and confirmed there was an issue and most likely related to the board in the attic.Didn't hear from them for a couple weeks so I contacted them again and was told they are looking into it and didn't know why I wasn't followed up with. Few days go by and I call to check (ive been without downstairs heat for over 2 weeks now) and I'm told that my warranty is void because someone else came out and worked on the system. No one worked on the system. Another licensed professional inspected their work because I was having numerous issues and wanted a resolution.Nothing was altered, nothing was abused or neglected. The terms of their warranty still apply. Not to mention if they are trying to blame this on someone else, the issue happened before anyone else even looked at the system. They seem to be trying to get out of their warranty.

  

  Business Response

  Date: 11/22/2024

  Our general manager **** is in constant communication with Mr. ****** and the issues are being resolved. We are going back on Wedensday to fix the issues. Thank you!

  Customer Answer

  Date: 11/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company came out on the 28th of June to check our Ac. They recommended we replace our unit and we agreed. They came out on July 2nd to install it. We had them out again on July 11th because the unit would not stay cool. It was set at 78 and instead of cooling, it was blowing warm air. The house temp was over 82 with a brand new Ac. The tech came and replaced a part. Still it did not work correctly. It was doing the same thing. They came out again July 20th. Did something supposedly but it did not work. They had to come out again Aug 2, 5, 6 and 15th. At one of those appointments they replaced the thermostat 2 times during this ordeal, and made another hole in our ceiling for ventilation. Still it did not work. At this point we were needing to turn it off and on several times a day just to get it to blow cool air. In September they decided they needed to replace the metal on the roof. They came out Sept 3 and 5th. Still the unit did not work correctly. In October they came out 4th, 10th, 11th to fix the same problemwe have had since day one. It got cooler outside so we were not using the Ac. I shudder to think what will happen next summer if they do not replace this broken unit they sold us! The last 2 nights we have tried to use the heater at night and guess what, it's blowing cold air instead of hot. So now we have to have them come out to fix the heater. This is ridiculous for a brand new unit!! Never have we dealt with such incompetence in a company. We want it replaced since the one they installed is obviously not working.

  

  Business Response

  Date: 11/22/2024

  Our technican Will S, went out to customers home and diagnosed the issue was due to the thermostart programmed incorrectly. Our technician reprogrammed the thermostat and is now working as it should. The customer has signed and acknowledged the fixes  

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My property manager called Semperfi heating service to fix The HvAC unit at my rental property.We had a diagnosis done by ****** and it was said the blower was out. I agreed to fix it and they charged me for $1000 on Oct 25th. I did mention they needed to do it urgently but did not hear back from them till Monday Oct 28th. When I called they mentioned they were out of the parts and we need to wait.I then get another call from them saying they sent another technician to my rental place and this time they said the entire HVAC needs to be replaced and it was urgent we look into it. They quoted 10k-15k. At this time I was I called another HVAc unit who diagnosed and fixed the problem and costed me $129.I did mention to Semperfi I am going to take another opinion and I called them back to let them know. They did not reimburse. Keeps me on hold and does not give me answers.

  

  Business Response

  Date: 11/22/2024

  We do apologize for the inconvenience, we have gone ahead and mailed a $1000 check on 11/22. Thank you 

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had new HVAC installed by Semper Fi on August 28th. I was sent a text message that if I wrote a review on ****** I would receive a $50 Amazon gift card. I have called at least three times. I have not yet received the amazon gift card. I took a screenshot of the ****** review.

  

  Business Response

  Date: 11/14/2024

  We are currently looking into this to see what happened and ensure the giftcard was sent or will be sent. 

  Customer Answer

  Date: 11/14/2024

  the last phone call made to Semper Fi regarding my concern was on 11/6/2024. I have made at least 4 telephone calls to address my concern. On several calls, customer service staff advised they would reach out to ****** who was responsible for sending out the ****** gift card. This issue has not been addressed since Sept 2024. I checked mail this morning and have still not received the gift card. The only resolution I will accept is receipt of the Amazon gift card. Kind regards, ********* *******-*******, MBA, ****

  

  Business Response

  Date: 11/19/2024

  We have been in contact with ********* and have resolved the issue. Thank you!

  Customer Answer

  Date: 11/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *******-*******
  
   
  

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a windstorm that knocked out my ac. I asked for a diagnosis about my broken ac and they said its better to install a new one. So I agreed to put it in. After that they sent me email regarding the unit. I tried to claim on my home insurance and they are asking for diagnostic report. I sent them the one they sent me and my insurance said they need the whole diagnostic report. So I called Semper fi to ask where is the whole diagnostic reports and they said they dont have it. Its been so long now and they cant provide me with whole diagnostic report . I called everyone in there and nobody can help me. What should I do? I agreed to put up a new ac because it was so hot during that time and my dogs are dying from the heat. Then one of my dogs got really sick because of it and Im still taking care of it going back n forth to the veterinarian.

  

  Business Response

  Date: 11/12/2024

  We will be reaching out to the customer to see what diagnostic report is needed for the insurance company. 

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/27 My mother's air conditioner stop blowing air. It was running but air wasn't coming out. On 10/29 I first called ****** *** **** to find the problem. The tech informed it was the blower. But, the estimate was over our budget. I then called Semper Fi to get a estimate on a blower. The first tech that was sent out by Semper Fi checked the unit and said, it was the blower as well as condenser fan. I agreed to the price, gave a $600 deposit. At no time during our conversation nor on the invoice did the tech say anything about cut wires which would cause the motor not run. On 10/30 two techs from Semper Fi came out to do the repairs. After a couple of hours they came off the roof and said the wires were cut and ****** *** **** did it. I then contacted Semper Fi to speak to a supervisor. I started communicating with Vivian. On 10/31 Vivian informed me she conveniently had an invoice from the first Semper Fi tech that shows him mentioning the cut wires. I never seen this invoice, nor was nothing said about cut wires from ****** *** **** nor Semper Fi first technician. Vivian went on to say the wires was cut by ****** *** ****. However if the wires were cut, the motor would not be running for ****** *** **** or Semper Fi first tech to diagnose the problem

  

  Business Response

  Date: 11/06/2024

  We have been in communication with the customer, the charged amount was refunded to the customer. We also let the customer know that the wiring was already cut before we touched it. 

  Customer Answer

  Date: 11/06/2024

  I do not accept the response from Semper fi. I have not received a refund. It is not showing on my bank statement, nor did receive an invoice stating the money was refunded. I can provide communication from my bank to support my claim. The warranty parts were not return. Those parts were from my warranty.

  The damage was obviously caused by Semper fi. Had it not been. The first technician from Semper would have informed me of the damaged, since the other repairs could not have been made with the cut wires.

  

  Business Response

  Date: 01/16/2025

  Refund was mailed 11.8.24

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Total spent with this company for 2 properties/new install units $22,000. In June of 2022 I purchased a new ******* 16 seer 2 stage a/c unit from this company for $12,586 (after $4,200 in "discounts"). The contract included **** parts warranty, lifetime compressor warranty, 10yr labor warranty. Within a week of install the control board had to be replaced (and was without issue). By the 3rd month, the condenser unit would not kick on and during the service call I was informed by the tech that a "surge protector in the unit for the compressor was preventing the compressor from kicking on" and resolved by "bypassing the surge protector". After multiple service calls for compressor related issues which focused on more on selling plans and warranties than fixing problems, I was tonight informed that the 2yo compressor is bad (code 04 on the unit) and would need to be replaced. I noted the purchase contract warranties should cover it. The tech responded that my warranty had expired and the would not be covered BUT, if I signed up for a new warranty for $1,500 I could get the compressor replaced for the low low price of $2,400. After 20 minutes of arguing with the tech (including blatant dishonesty on his part) I was told that I would probably have to call his supervisor to see if there is something he could do to resolve the issue. The tech left and the a/c remained non-operational. Currently awaiting a call back from the service supervisor on this issue however this is second major issue with service calls since install. A service call earlier this year related to the my other 2mo old unit resulted in similar frustration with the tech's response. There appears to be serious cultural issues within the organization as far as integrity and honesty (both in contract obligations and sales of tertiary products) and properly diagnosing/fixing system failures. I would like my systems properly diagnosed/fixed w/o multiple calls and bs.

  

  Business Response

  Date: 10/25/2024

  We scheduled a technician out to the customers home on October 19th. Our technician was able to diagonse the issues and get it resolved. Customer is statisifed with our service