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:10/01/2024

  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.

  13 month old air conditioner failed. 3 1/2 months failure to fix. Hired new contractor installed new unit. They picked up their broken unit. Waiting for full reimbursement

  

  Business Response

  Date: 10/04/2024

  Our equipment was removed from Mr. ******* home, a refund check of  $15,500.00 was sent via mail on 10.03.2024. Thank you

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service 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 Sept. 21 "Rambo" from Semper Fi diagnosed one of our 2 units as needing $2300 worth of repair for it to start working again. Our second unit was running fine. We decided to finance 2 brand new variable speed units for our home costing us over $37k. The units were scheduled to be installed the next morning. However, I received a text from Rambo the morning of install apologizing and stating he did not realize the day and they would not be out to install until Monday. Installers were at my home for 14 hours because they could not get either new unit to go into the variable mode. They apologized when they left stating warranty techs will be in touch to fix the new units as both units needed new "boards". Tuesday I had to reach out to the company as nobody from warranty tech contacted me. A technician did arrive after I made contact and replaced the boards and checked the units and stated valves were broken as well. He stated someone else would be in contact about more replacement parts. Neither unit stopped running and the house was not cooling down. A different warranty tech was dispatched Wednesday after I contacted ***** and the install manager several times wanting to know what was going on. Within 20 minutes he showed pictures of one unit over half frozen and the second unit starting to freeze. The valve was not broken but stuck which caused the refrigerant to leak out and freeze the unit. He also stated the thermostats installed are not compatible with the units and that is why they are not working. I was supposed to hear back Friday morning about how Semper Fi is going to fix this. I reached out again, as they do NOT reach out to their customers in distress, and am still waiting. Meanwhile my house is not cooling properly with 2 brand new units and I am sick to my stomach thinking what this power bill will be. Ironically his main selling point to me was lower monthly power bills.

  

  Business Response

  Date: 10/02/2024

  We have a plan in place with the customer, we are reinstalling the two coils to resolve the issues and will be completed 10/02/24.

• Initial Complaint

  Date:08/29/2024

  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.

  I am writing to express my concern regarding the installation of our new AC unit. We were promised next-day installation by ******** from inside sales on 6/28/2024. Initially scheduled for Tuesday 7/2/2024, we were rescheduled to today 7/3/2024, and after our own diligence we were informed by your installation manager that we were cancelled.Given the current heat advisory and the fact that the unit is two-thirds paid for in cash, this delay has been especially challenging for our family. The installation took two weeks and finally installed on 7/9/2024. Since installing the new 4.0 T AC unit has not cooled the home and has significantly increased our electricity consumption. We called for support and a service technician was dispatched and confirmed the unit was the wrong size. He said we would receive a call to correct the issue. We have been diligent in calling Semper FI almost daily. We have not received a callback outside of a single attempt on 8/9/2024. I have contacted them leaving messages to no avail. We kindly request your urgent intervention to help us resolve this issue promptly.

  

  Business Response

  Date: 09/04/2024

  We were out yesterday 09/03 to upsize the unit from a 4 ton to a 5 ton and upsize the return to a 20'' duck.

  Customer Answer

  Date: 09/09/2024

  
  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 am awaiting the refund of $1000. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/27/2024

  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.

  Date of the transaction: 12/27/2022 History: New System installed on 27-DEC-2022 Courtesy Annual checkup scheduled on 12-APR-2024 (3-6 PM), NO CALL NO SHOW 27-JUL-2024: Water leaking from ceiling AC condenser. Technician came into repair on 27-JUL-2024 (9AM-12 PM). Tried to clear the drain line. 10-AUG-2024: Water leaking from ceiling AC condenser again. Another technician arrived on 10-AUG-2024 (9AM-12 PM). Technician identified that the system was not level and water was draining away from the drain line. Contacted office to have installers come in to re-install the system. AC system is left without functioning. 16-AUG-2024: Installers arrived on10-AUG-2024 (1PM-3PM). Brought in a large pump to install. Pump was too large to install. Both installers noted that the system was not level and needed to be re-installed. Called the installation manager (Justin Mason) to schedule re-installation. 27-AUG-2024: Installers scheduled to arrive on 27-AUG-2024 (7AM-9AM). Confirmed with Semper Fi on 26-AUG-2024 (4PM) of the installation time. Waited from 7 AM o 8:30 AM; no one showed up. Called Semper Fi and was informed they would not be able to come until later in the afternoon. There has been no AC since 10-AUG-2024 at the property. The amount of money paid to the business: $6944.00 with a10 extended warranty purchased. The nature of the dispute is lack of the business trying to resolve the problem. Multiple attempts have been made to resolve the issue with installation manager (Justin *****) and the customer service manager (Cherry *** **********), however the issue has not been resolved.

  

  Business Response

  Date: 08/28/2024

  On 08/27/24 our install crew rehung and releveled the air handler unit. We also installed a condenstation pump, tested the units performance, the unit is performing to manufacturers specifications. Thank you 

  Customer Answer

  Date: 08/29/2024

  The business repaired the AC unit after 4 attempts, but being without AC for a month in the Phoenix heat is unacceptable. There is no resolution for the time the business wasted and not having AC for nearly a month  I feel the business acted negligently and breached their duty for resolving an issue that was caused by their installation crew. The business failed to meet the standard of care expected in the given situation.

   

• Initial Complaint

  Date:08/24/2024

  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.

  Unit has been leaking water out of the housing of the unit ever since install. They've sent several techs out to repair and still have not fixed it. Some of the techs are extremely rude as well. They admitted it's a bad unit and keep delaying and pushing us off instead of addressing and taking care of us.

  

  Business Response

  Date: 08/26/2024

  We repalced the unit today 08/26 and we will be doing a site visit with the manufactured representative this week. All issues should be resolved. 

  Customer Answer

  Date: 08/27/2024

  
  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:08/15/2024

  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.

  On 06/30/2024, I contacted Semper Fi for a quote after my A/C unit stopped cooling properly. The company was able to send a sales person; ***** to assist with checking the unit who advised the unit needed to be replaced and the earliest they could have the unit installed in the midst of summer in AZ was 07/05/2024. Semper Fi provided my residence of 1930 sq ft a single portable air conditioning unit which was placed in the master bedroom which was barely able to keep the room cool. On 07/05/2024, the new unit was installed which I paid a total of $16,600.80 and was told a supervisor would get in contact with me to have them double check everything was working correctly after installation. During the install of the unit, dry wall damage was caused and after calling every other day for over two weeks I was told I was put on the schedule to get it fixed and to not call for another week as it was not needed for me to follow up. After a month of still not getting a call to get the dry wall fixed I called and was scheduled to a 3rd party comp. to come on 08/16/2024. On 08/14 the unit will not cool to below 79 degrees and due to never getting a supervisor assigned to check the unit I called to have someone come out. On 08/15, a tech came out and said he located a part not working properly the newly installed A/C unit. I asked what the time frame would be in order to get that fixed and the tech; ******* was unable to answer. I am upset of having a brand new A/C unit installed and only one month later and it is already causing issues, I have made every attempt to talk to representatives and people who are telling me they are working on getting this issue resolved but for a reputable company the work, effort, and materials used are not meeting the standards promised. The dry wall is schedule but still has not been fixed. I talked to a warranty supervisor who said this issue will be resolved pending the avail of the part needed but the current unit is still not able to cool.

  

  Business Response

  Date: 08/20/2024

  We are reaching out to the customer to get the issues resolved 

• Initial Complaint

  Date:08/10/2024

  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.

  purchased new outside unit and new air handler 10/19/2022 for $11,614. outside unit went bad 9/20/23, replaced under warranty. outside unit went bad 8/2/24. tech came out said it was between outside unit and air handler. charged $223.50 for service call. install team came replaced between both, said outside unit was bad.charged $2038, replaced outside unit, lasted 6 days, needs part, they say, cobbled together, went bad 8/10/24. when I asked if between really needed replaced, eye contact and talking was over. meanwhile my wife got out of hospital and now on oxygen. get notices from srp when ac craps out. $13,875.50 spent, hot house, runaround from semper fi.I just want a cool house honor the warranty.

  

  Business Response

  Date: 08/12/2024

  We are working with the homeowner to resolve this issue and will be going out today 08/12/24

  Customer Answer

  Date: 08/27/2024

  Yes, the issue is not settled
  I would like to address fixing their mistakes and cleaning up.
  I would like a refund full warranty, and covering inflated SRP bill.
  No documents on record.

  

  Business Response

  Date: 08/28/2024

  The repairs have been completed, the condenser assembly has been replaced. We issued a refund of $433.50 for the electric bill reimbursement , and refrigrant cost. 

• Initial Complaint

  Date:08/05/2024

  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 July 24, 2024, Semper Fi Heating and Cooling replaced our ** units. The first thing they did was rip rugs off the floor that were adhered to the floor without asking. I now have adhesive stuck to my rugs and have to buy adhesive again to stick them back down. The techs were unable to remove the attic unit through the access door, so they cut a hole in my living room ceiling to try and get it down. The unit ended up not fitting through the beams, so they placed a wedge between the beams to try and spread them apart enough to get the unit out. This caused the screws in the beams to shift in the drywall and left holes in the ceiling. When the unit didn't easily fit through the hole they cut and with the beams being pried apart they hammered it until it came through. The hammering shook lights loose and cracked the drywall on the ceiling around the hole. They dropped something out of the hole in the ceiling and chipped the tile on the floor underneath it. We were told that we would be contacted in 48 hours to schedule a time for the drywall that they cut out to be replaced. We were contacted 8 days later and only asked about the repairs that needed to be done. They contacted us again 12 days after the damage occurred and asked for pictures, again not scheduling a time for it to be fixed. As of 8/5 there are still no repairs scheduled. The techs left trash in my front yard and when I went out to pick it up, I also found 4 screws on the street where we park our car. As I was trying to clean up the mess left inside my house I found 2 more screws, a piece of wood, and other debris. The next day after installation I saw trash in my backyard that was left, when I went out to pick it up, I noticed a metal panel on the ground by the ** unit. I went to check it out and saw wires exposed on the unit. Apparently, they didn't fully finish installing everything. There is more that I cannot fit on this form...

  

  Business Response

  Date: 08/12/2024

  We are currently working with the homeowner and have repairs scheduled for 08/13/24 

  Customer Answer

  Date: 08/12/2024

  If repairs are completed to restore the damage done to my home like it never happened I will close this complaint. The fact remains that it's been almost 3 weeks since the damage was done and I've had to live with a huge hole in my living room and all of the other damage as well. This is not an acceptable way to do business with anyone, especially not a fellow service member. 

  

  Business Response

  Date: 08/20/2024

  We are working with our third party vendor to get the ceiling fixed/painted 

• Initial Complaint

  Date:08/01/2024

  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.

  We had 2 brand new units installed at our home in March 2024. I should have taken my business elsewhere, when they didn't show up on the day they were to install the units. We had boarded our dogs, so that they would be out of the way of the installers. When we finally called around ****, to find out when the installers would be at our house, they told us they accidently told us the wrong day and when I mentioned that we had taken our dogs to the boarding facility and it was costing us money each day they were there, Simpre Fi assured us they would compensate us for our inconvience. They never did. We finally got our until installed the following day.On 7/29/24, we noticed that our kitchen ceiling had a water stain. My Husband went up in the attic and found a leaking pipe from the air con. We called Simpre Fi that day and they said they would call us back. We heard nothing from them. I called them on 7/30/24 in the morning, and we were told there would be someone out here that day. By 5:30pm, no one had shown up. We called again and was assured someone would be out that night. We waited until 11:30pm. No one showed up and no phone call explaining why. I called again on 7/31/24 and after voicing my displeasure, we were assured someone would show up by 11am. 11:09am showed up and still no one showed up. No phone call explaining that someone was running behind, nothing. I called again, asked to speak to a supervisor and was put on hold for 10 minutes. When someone came on, they promised me that they would get someone out here and follow up. We are still waiting for someone to come out. In the meantime, we now have water dripping out from the air con unit too. 4 months and $26K later and our air con starts leaking. Do we bill them for our time? Good thing we have that ********, right? What a joke!

  

  Business Response

  Date: 08/06/2024

  We have been working with the customer to resolve this issue

• Initial Complaint

  Date:07/31/2024

  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.

  Ordered HVAC system. Installation was stalled (Issue #1), repair to drywall never followed up on (Issue #2), 3 months after installation, system fails (Issue #3), Semper Fi blames another technician (who did nothing more than remove the cover - then left! Issue #4), Semper fi blames bad installation (their own installation Issue #5 - but again, blames another technician) and says warranty cancelled (Issue #6), says they will fix but not responsible for drywall (see Issue #2), now will not respond to numerous requests to:1. take responsibility for faulty installation 2. fix drywall 3. confirm warranty is still valid 1.I order HVAC system 27 December on father (veteran) recommendation of Semper Fi. Pay 50%2.They come out for installation inspection on 1 March. Whoops, this isnt what we expected have to push out installation, well be in touch 3.I hear nothing for weeks I contact Semper Fi on 17 March asking for followup 4.Installation finally done on 25 March 5.Repair to drywall offered from ****** (see attached) we speak on phone but I never hear back 6.27 June problems start for renter. No AC! I email no response. I call but specifically ask for email response to be able to share with property management get two phone calls.7.Blame is put on another technician who did NOTHING 8.Now you are saying the drain pan was set incorrectly and my warranty is void??!!!???!9. I phone ******* in customer service - ********* responds via email. I send letter - no response after several email reminders I have heard nothing back since sending a detailed letter (attached) intended for their president on 16 July (who has no email address, I am told - and is on vacation with no return date!)

  

  Business Response

  Date: 08/01/2024

  We will work with the customer to get the issues resolved.