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:06/08/2024

  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.

  A new unit was installed April 26th, 2024. Since the unit was installed, semper Fi has been contacted and has responded a total of four times. The interior of the house has consistently been at ***** degrees, with the temperature on the thermostat set to cool at 74. It's very frustrating, considering that the 25yr old unit that was replaced, would cool the house to 75 on the hottest days of the summer. So far they have responded, topped off the refrigerant, and replaced the thermostat. Additionally, I was told to expect a phone call soon in regards to what semper Fi will be doing to resolve this issue.

  

  Business Response

  Date: 06/11/2024

  Thank you for email.

  We work hard to ensure that all homeowners are satisfied with the work and equipment that has been placed in their home.  

  The equipment that was installed is scheduled for replacement on Thursday.  We do believe this will resolve the concerns and issues you have experienced.

  Should you have any further questions please do not hesitate to reach out directly to our office.

  We appreciate the opportunity to correct this for you.

  Regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:05/17/2024

  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.

  We purchased a new A/C unit 1 year ago. In that time we have had no less than 15 service calls for countless issues to include electrical, compressor, improper installation, poor cooling, and a variety of other issues.This is completely unacceptable. The installation, product, and service is not worth $14, let alone the $14500 we paid.Constant problems, lengthy service calls, missed work, hot nights, all after the new unit was installed.

  

  Business Response

  Date: 05/17/2024

  Good afternoon,

  Thank you for taking the time to contact us regarding your concerns.

  There have been service issues with the new unit, we did have a technician out at your home and understand the unit is currently running to manufacturer specifications.  Upon further conversation with the Service Manager today a follow up is planned for Monday to ensure the system is still currently functioning at capacity.

  We will continue to ensure that all is right correct with the equipment that was purchased, should it not be additional corrections will be made.

  Again, we appreciate the opportunity to make this right for you.

  Kind regards,

  Semper Fi Heating and Cooling

   

• Initial Complaint

  Date:05/12/2024

  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.

  We just took advantage of one of their free tuneups on Friday 5/10/24 so we could also get an estimate on two new units. The next day (after their tuneup) our downstairs unit "coincidentally" stopped working. I'm so irritated. We have 5 kids in the house and it's so hot! If they thought that was their way of getting us to go buy new units with them, they're sadly mistaken!

  

  Business Response

  Date: 05/13/2024

  Thank you for reaching out with concerns of the visit to your home.

  We appreciate the opportunity to address any concerns you may have.

  We are an honest company and work to maintain that core value.  It is a coincidence that the system did fail after we left your home.  During your inspection on the 10th, it was noted that there were components that would need to be replaced/repaired.  We did send another technician back to your home on May12th to review and ensure that they system is up and running.

  The technician did confirm your unit is now working and a conversation was had with our Service Manager to ensure that all is taken care of, we do hope that the concern has been taken care of accordingly.  Should there still be concerns, please do not hesitate to reach out directly to the office for resolve.

  Thank you

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 05/14/2024

  
  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:05/04/2024

  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 sought out Semper Fi in early summer 2023, hoping to get a new ac for our home before the az summer heat hit. We had a new unit installed within a week of contacting semper fi. Within the first week of having the new unit, we noticed that our unit was running 24/7 and struggling to keep the home at temp. The unit then stopped being able to cool our home, so semper fi sent our techs who attempted to resolve the issue, but they ended up suggesting we replace the condenser outside. They swapped it for another "new" condenser. The ac worked as expected for a few weeks. After numerous phone calls, service calls, etc, semper fi replaced our unit again, this time going into the attic and swapping out all ac material with new. Our ac worked great for again, a few weeks, then stopped cooling the home. Upon inspection, semper fi tech realized that there was packaging material, foam of some sort, blocking air flow in the condenser. He removed the trash left there by the install team, and our unit has worked since. That was oct 2023. In az, the Temps are now heating up again. This has been the first week our unit has been challenged since the install in Sept 2023 (the second install). I came home from work today to our home over 80 degrees and the unit set to 73, blowing but no cool air. Semper fi has been disappointing and misleading from the start. Claiming to give deals to veterans and their families, when every customer gets the same '20%" discount, is misleading and abuse of the military slogan. It is an advertising tool from a slimy company. I have requested a manager contact me to discuss our current ac failure and am awaiting a call.

  

  Business Response

  Date: 05/07/2024

  Good morning,

  Thank you for the email and opportunity to correct this concern. 

  We do strive to ensure that all of our homeowners are satisfied with the service.

  We have been in contact with the homeowner and have arranged for a Supervisor to return to the home and do a complete diagnostic to make sure that the unit is fully running to manufacturer specifications.

  Upon completion of this appointment, we aim to have all concerns rectified.

  Kind regards,

  Semper Fi

   

• Initial Complaint

  Date:04/27/2024

  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.

  My issue statement was too long so I added it as an attachment. One additional note, I contacted Semper Fi again today and was told because this is an issue for the warranty department and they don’t work on the weekend I have to wait till Monday. By that time I’ll be near 15 days without a working AC unit. And it was installed less than 25 days ago.

  

  Business Response

  Date: 04/28/2024

  Good afternoon,

  Thank you for contacting Semper Fi Heating and Cooling and allowing us to make this right for you.
  

  After received the concern and speaking with our Service Manager this morning, we were able to return to the home and address the concerns for correction.  At this time, the unit is fully functioning and all concerns have been addressed.

  We appreciate the opportunity to correct this for our homeowner.

  Regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:04/23/2024

  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 contacted ***** fi with an air conditioning problem. The technician recommended I change the air condenser and said that would fix the problem. The air condenser was changed and it did not fix the problem. It turns out the problem was a short in the wire and I did not need a condenser. I have tried to reach out to the company by leaving voice messages and in writting; they will not contact me. Their policy says they will return the money if I am not satisfied. If their technician had done the job correctly I would not have been mislead into buying a condenser I did not need. I am requesting a full refund.

  

  Business Response

  Date: 04/24/2024

  Good morning,

  Thank you for reaching out and allowing us the opportunity to correct this concern; we appreciate the opportunity.

  We have had the opportunity to speak with our homeowner the concern has been addressed and corrected.

  Again, we appreciate the opportunity to work directly with the homeowner.

  Regards,

  Semper Fi Heating and Cooling
  

   

   

   

   

  Customer Answer

  Date: 04/25/2024

  
  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:03/04/2024

  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.

  The installation of the hvac unit voided my new roof warranty due to the workmanship. Rightway roofing looked at install after completion and quoted 1800 dollars to repair which they will not respond to my calls to have them cover costs, instead I get excuses as to why they will not call back.

  

  Business Response

  Date: 03/07/2024

  Good afternoon,

  Thank you for reaching out to have your complaint resolved.

  We have been working with the roofing company in order to have this repair taken care of.  As discussed with our Install Manager, we will be in good faith, covering the cost of the repair.  If you would be so kind as to reach out to the **************** they can facilitate a repair time that works for your household.

  Should there be any further questions, do not hesitate to reach out to us directly.

  Again we look forward to working further with you in resolving this concern.

  Kind regards,

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 03/07/2024

  
  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:02/11/2024

  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.

  We had a new HVAC system installed by Semper Fi on July 23, 2020. The installers left an incredible mess behind after installation that took us an entire day to clean up. They also scratched a new washing machine and chipped the laundry room sink. When I emailed, texted, and called them, I got no response for a month. When I threatened negative public reviews, they sent a private contractor out to repair the scratched washer. In the middle of December 2023, a visiting contractor noticed a strong smell of natural gas upon entering the house and strongly advised us to have ************* do an inspection. On December 16,2023 the inspector found a significant gas leak on the furnace unit in the attic that had been present since the installation. A valve connection had been done incorrectly resulting in the leak. The inspector wrote a hazardous condition report and since the leak was so significant, replaced the incorrect valve fitting. He said the problem was a violation of installation 101 technique and hed seen other installations by Semper Fi with incorrect installation. We contacted Semper Fi with a copy of the hazard report along with the estimated cost of wasted gas over three years that is close to $2000. The company owner called my husband a week later and requested a copy of our bills for three years. We mailed two years worth immediately and heard nothing from the company. We called repeatedly and finally got an answer from someone in the office who could find no record of our bill copies and said we werent on their refund list. He promised wed hear something after the first of the year. We waited two weeks into ****, again called repeatedly until a man named ***** told us hed take care of it personally and asked us to submit all the information again. We did, he said hed turn it over to accounting, and weve heard nothing again for over two weeks. Ive texted this guy twice with no response. SF had done three paid inspections and found no issues.

  

  Business Response

  Date: 02/12/2024

  Thank you for contact us regarding your concerns of unit and installation.

  
  We are working to ensure that your concerns are resolved.

  Our records indicate that your household and our Service Manager spoke this last Friday, the email was received with the information provided as discussed and is under review.  If would would be so kind as to email the Inspection Report, with the notes provided from the Inspector, we will be able to move forward in the right direction for resolve.

  Again, we appreciate the opportunity to work with you and will be in touch up receipt of all documents.

  Kind regards,

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 02/12/2024

  The claims from Semper Fi are false. No one from their office contacted us last Friday. Before the New Year, on January 29th, we recieved an email from *********************** telling us he'd turned our information, including the hazard report I sent for a second time from SW Gas, over to accounting for a refund. We heard nothing from him or anyone else in their office until 6:53 this morning, Feb. 12. We have sent a printed copy of all reports which no one could find last December, and resent the same information in January to *********************** via text message. He acknowledged their receipt and said he turned it all over to accounting on January 29 for our refund. It would seem their request for information that's been sent twice is another example of their "stall and delay" tactics.

  

  Business Response

  Date: 02/13/2024

  Good morning,

  Thank you, we are in receipt this morning of the documentation that was forwarded to the Service Manager. 

  Thank you for resending the information over, we will review today and will respond accordingly, we are working to have this resolved for you.  For future reference, this information has been uploaded to your Profile.

  Again, thank you for allowing the opportunity to correct the concerns.

  Kind Regards,

  Semper Fi

  Customer Answer

  Date: 02/16/2024

  
  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,
  
  ***** And *************************
  
   
  

• Initial Complaint

  Date:01/25/2024

  Type:Order 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 HVAC air conditioning would stop working and circuit breaker would trip randomly always late in the day after 2pm I called them for a service call to advise me on problems, they informed me my compressor was locking up and causing the breaker to trip They quoted me to replace ac system complete for $7300 , I said ok replace it After completion of unit installation while workers were still there showing me what was done the ac stopped working and the breaker tripped again , they called out there electrician and he said the breaker was bad it was melted from being in the sun all day in my main panel it faces west in afternoon sun So I called management on many occasions to resolve this bill for $7300 , I didnt feel like I should pay for a misdiagnosis and wanted to pay something but not full price since I didnt need ac unit They dogged my calls and now sent me to collections for full amount

  

  Business Response

  Date: 01/27/2024

  Thank you for reaching out to further correspond on concerns of billing.

  We strive to work with all of our Homeowners on their concerns, the Homeowner and Company have been in correspondence to resolve this billing concern.  We will reach out again on start of business week to continue to work on the payment dispute and resolve for a desired outcome.

  Thank you

• Initial Complaint

  Date:01/17/2024

  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 was assured on first contact with Semper Fi heating and cooling, that I would not be charged for an initial consultation/estimate on my non functioning heat pump if they did the repair. The repair person told me that it could be repaired, but Semper Fi would not do it. The repairman told me I should just get a new system and estimated it would be about $15,0000. I told him that since he could not, or would not do the repair, I would investigate other companies that would. I was then charged $70 for the consultation even though their website and their call center told me there would be no charge. I want a refund. I requested one from Semper Fi but got no response.

  

  Business Response

  Date: 01/18/2024

  Hello,

  Thank you for reaching out on correction on any miscommunications, we appreciate the opportunity to make it right and taking the time to speak with us on the phone today.

  We have had the opportunity to review the phone logs, we do offer a ***** service waived with repair, this was the service provided.  We do respectfully understand where confusion could have occurred; work was not completed at the home but a diagnostic provided so the fee was charged.

  As discussed on the phone, in order to correct this for you, we will gladly refund the service fee that was charged while at your home.

  Please do not hesitate to reach out to the office directly for any further concerns.

  Thank you
  

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 01/26/2024

  
  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,
  
  ***************************