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:10/09/2023

  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.

  I have filed a complaint against Semper Fi Heating and Cooling to which the BBB helped me resolve the issue. I purchased an A/C unit from the company which I regret buying due to the way I have been treated and more importantly ignored. I have had nothing but problems with the customer service team as well as the owner of the business. I am a *************** Veteran and I have been continuously contacting the business above for months over damage done to the unit and a warranty complaint. I was told numerous times from the front office as well as Supervisors and Install Managers they would send a technician team out to replace my unit after I had been calling and emailing them as I said for months. My neighbor called to have a technician come look at their unit to which they responded immediately and I bought a Semper Fi Heating and Cooling brand A/C unit. I sent them pictures of the damage and the warranty issue as described and I have just been ignored. Every time I call I get either excuses or the run around. After 2 months I finally received a call from the Install Manager who told me that the front office would call me with the details and that he will be sending a technician team out but they never did. They sent a technician someone out to look at my unit and he said that this is unacceptable, he took pictures as well and reported back to the Install Manager. The technician said this never should have happened and apologized for not only the inconvenience but being treated in a disrespectful manner not only as a customer but a *************** Veteran. It came to the point that I had to block my number/call from a different number for them to even answer my call because they have notes to ignore me and hang up the phone. I have the receipts, the email correspondence and everything is recorded. There is no excuse or justification for ignoring me and not fixing this. I just want to have this issue finally resolved before taking other action against the business.

  

  Business Response

  Date: 10/10/2023

  Good afternoon,

   

  Thank you for your contact.  

  We are unsure of the number in which you are trying to reach, we do not block nor turn away any persons reaching our Company, that is not who we are.  We always recommend that you contact the office directly to ensure your concerns are being completely addressed in a timely manner, it is possible that a private cellphone was being called.  Regardless, in no way do we want anyone person to feel unappreciated or left wondering.

  Currently, we are looking into a full condenser replacement for the complaint and will reach out directly with following information.

  Thank you again for the opportunity to correct your concerns.

  Kind regards,

  Semper Fi Heating and Cooling

   

   

  Customer Answer

  Date: 10/10/2023

  I am not satisfied with the companys efforts regarding this matter. As I stated in my complaint I have been reaching out to Semper Fi Heating and Cooling for several months and I have not received a phone call back. The entire purpose of filing this complaint was due to the blatant disregard and lack of customer service as well as communication among other things. The front office have hung up on me for no apparent reason and the phone calls are recorded. I have been very nice and cordial in all communication on my behalf. I have called and had Supervisors laugh on the phone per my request. If the business will not only call me and set up a time but actually send a technician team out to replace the unit then I will be satisfied but in my complaint the company install manager already called me to do this and the front office refused to call to set up a time. It has been over 3 months now. Until the unit is replaced I would kindly ask the BBB that the complaint remain open.

  I do not trust this business after what has been done to me. Its atrocious and other potential customers should beware!
  

  Thank you to the BBB for your service, time, and consideration. I look forward to speaking with someone from the business.

  Respectfully,

  ***********************

  

  Business Response

  Date: 10/11/2023

  Good afternoon,

  The homeowner and Semper Fi did speak yesterday regarding the next steps forward, a full Condenser replacement will be provided on 10/12/2023.

  Our conversation has been based moving forward to resolve and not past complaints with previous representatives of the Company.  We are striving to resolve in a manner suitable to the homeowner with expedited consideration to the lack of communication that had been provided.  All contact details have been confirmed and direction provided for direct contact for the support the homeowner requires.

  We will touch base tomorrow after work has been completed to ensure satisfaction of the homeowner.

  As always, we thank everyone for their time and assistance in resolve..

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:09/27/2023

  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.

  New AC installed on July 21. Told salesperson before install that we have uneven cooling issues, and asked if a new AC unit would address this. She text me, "Usually uneven cooling is from lack of insulation in certain areas. If it's still an issue after install, let me know and we will send a tech to see why." I asked if I should talk to the install techs day of install, she said "Absolutely! Definitely talk to them." July 21, install techs said that is a separate service/charge, and not in their area. -Uneven/cooling still an issue. Another tech came out, said install techs failed to properly check for air flow out of every vent; said there were too many runs coming from the air supply box. I was told that because Semper Fi should have checked before install and I should not have receieved diagnosis via text by a salesperson, they would replace/redo runs. I felt like I was pushed quickly into a sale.-Salesperson texts: "We are able to do a supply run at no charge but as for 9 of them, we would need to charge for all of that work." Supervisor then said cost wasn't the issue, gave us different reasons, and installed dampeners intstead. Somewhat helped, so I let it go.-Sept. 7: "Dirty gym sock" smell coming from AC vents. Sept. 9 tech says smell from wet insulation in elbow since install; stand was crooked; he recommended & I confirmed ***** we would receive new stand, plenum, eblow. Semper Fi agreed to mold test. ************ said smell is indiciative of growth but company could not check duct work. New tech came out, said mold company lied about testing, AC was not wet, stand was crooked because it was the wrong size, and acknowledged smell in the house. Semper Fi now says they will only change elbow and changed tech diagnosis and recommendations. I have pictures & notes from previous techs. I'm worried about mold. I'm frustrated they keep changing the problem and reducing the work they are willing to do. I need a resolution, repairs, + mold treatment.

  

  Business Response

  Date: 09/28/2023

  Thank you for contacting Semper Fi Heating and Cooling,

  We strive to ensure Customer Satisfaction with all products and appreciate the continued opportunity to work with our Homeowners.

  Our Installation Manager has reached out to the homeowner, as well as try to schedule the opportunity to correct any concerns and replace the elbow, in which we were unable to secure an appointment.

  We will continue to work on a resolve and address any further concerns directly with the homeowner.

  Kind regards,

  Semper Fi Heating and Cooling

   

  Customer Answer

  Date: 09/28/2023

  Hello,

  I am rejecting this response because it does not document the dicussion that I had today with the installation manager. I was informed that they will be replacing the stand, the elbow, and the air supply boxes to address the stagnant, standing water, and to address the smell. I was also told they would also clean the coils if they need to, and if they cannot schedule the restoration company to come out tomorrow to test for mold, they will send them back out at another date (undetermined as of yet) to test. I have an appointment scheduled with Semper Fi for tomorrow (9/29) morning to replace all of the metal.  

  Thank you,
  **********;

  

  Business Response

  Date: 10/03/2023

  Thank you for your response.

  After conversation with the homeowner, the following was determined with the Installation Manager.  We will replace the elbow, stand and supply drops. 

  The following work was completed at the home effective 10/3/2023:  

  Removed elbow and added drop boxes for duct work. Had to shift roof **** to fit drops. Resealed roof **** with black roof tar. Replaced elbow and sealed with duct sealer. Removed old stand and set unit on new roof stand with proper pitch. Made sure unit is level. Reinstalled unit and sealed to elbow. Unit is up and running.

  Please do not hesitate to reach out should there be any further information required.

  As always we strive to ensure the workmanship and quality is there for our homeowners and will correct as required.

  Semper Fi Heating and Cooling 

   

   

   

  Customer Answer

  Date: 10/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The company completed the work as described in their response. I find that this resolution is satisfactory at this time and consider this complaint resolved. 
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/31/2023

  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 7/13 I was sold a new AC unit based on their diagnosis to replace a <2 yr old unit. Cost $12K, 3.5 ton, 10YR parts/labor warranty. Installed on 7/17. On 7/18 unit failed to cool. Called for repair and 7/22 the thermostat was replaced, it was replaced 2 more times but issues still remain. I have called several times to speak with a manager and finally spoke to one on 8/16 when they received my formal complaint. Spoke w/****, who appeared empathetic at first & willing to resolve my complaints. But as of 8/31 I have yet to receive any callback to discuss compensation for the numerous attempts to complete the install & repairs. Various techs have had a different diagnosis. I also have complained that I was my original unit was misdiagnosed and sold a new unit erroneously as a wiring issue was the cause of the thermostat. I also did not give permission for my old AC unit to removed from my property and no one cannot account for its whereabouts. I have asked to discuss compensation but **** in the escalation ***** said that would be discussed once unit is working. I still have rooms in the house that no air comes out. Neither of the techs keep good notes for the next one to see. No communication between depts. I ended up having to go into the the attic on 8/25 w/2 techs to see the new issues they found & lo and behold, the return duct replaced 8/21 wasn't even connected. I have video to support this. I called **** again on 8/25 & he was no longer helpful or took any accountability. I used website 8/31 to book another appointment for the rooms that are not cooling & no callback yet. There is not urgency to resolve any of the issues I've complained from their negligent behavior of selling me a unit unnecessarily, misdiagnosis, removal of personal property, missed appointments, incomplete installation and so on. I would not recommend this company with all the problems I've encountered. They have no customer service skills

  

  Business Response

  Date: 09/01/2023

  Good afternoon, we have recieved your complaint, could you please provide any further information on the issues you are exipiriencing, we would love to rectify your issues for the future.  If you have any further questions please reach out to our team. 

  SEMPER FI HEATING AND COOLING 

  ************

• Initial Complaint

  Date:08/30/2023

  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.

  May 11, 2023 we had Semper Fi install a 14 seer 3 ton unit. The ones who installed it arrived promptly at their scheduled time and date. I gave them installers a five star+ review along with the Sales Rep who gone beyond my expectations in helping to get a new HVAC Unit into our home. Life was keeping cool. Unfortunately, it didn’t remain. Not only did near future scheduled times rapidly decline, so did their faithful to customer services. Scheduled times given for them to arrive was always stated by the office ladies 9 to 11 am. But the service technicians would never show during those hours, instead it was 5-9 PM and each one claimed they didn’t receive this work order until 5. Where is this ‘Semper Fi’ of this Company? Where is the ‘Always Loyal’ to their Services? Where is their ‘Always Faithful’ to their Customers? First problem arose and it was of the Thermostat that was installed, an Emerson Sensi. I was given a scheduled date and time for a technician to come have a check. 9 to 11 AM. The technician didn’t show until after 3 pm! The technician was unable to get the thermostat OFF of factory settings so he replaced it with another Emerson Sensi. This became our Second problem. Once again, the lady in the office set up the scheduled time between 9 to 11 AM and this time no one showed at all! Instead, I received a call after 5 PM and it was a lady giving me a reminder call of them arriving the next day! I said to her I was scheduled today! She claimed she can’t see the schedules and had no idea what I was talking about. The following day I was expecting the technician to arrive between 9 and 11 AM and once again, they technician arrived much later in the day and gave same excuse of not being given this service call until after 4. He changed the thermostat and of course it began doing the same thing. Bringing us to a Third problem Once again, I contacted them in July 2023 and stated I need a NEW thermostat because I am getting frustrated with this changing its own settings. When this technician arrived, he not only changed the thermostat but also took it upon himself to check the outside unit, I questioned the reason for checking the outside unit when the problem is inside with the thermostat. He stated he needs to check for leaks and he also stated he put in a Dye that checks for leaks Well, this caused a Forth problem and it is major, in my opinion. The unit outside started to make a strange noise. I contacted the company. They sent a technician and I explained when the noise began and it was mentioned there was a Dye put in. This technician stated they don’t use Dyes because it causes damage to the units over time. He said the motor needs replaced because it was also super hot to the touch and shouldn’t be. This tech said he will have a warranty technician install it because it is warranty part issue and this warranty technician will install it August 15, 2023. Here is where it gets to feel Semper Fi is patronizing…They call me and state they have the part and this was before the date 8-15-23. Well, the part was stated it was wrongfully ordered, they ordered a motor for the indoor unit not the outdoor unit. I had to wait more days. I get a call again and it is still before 8-15-23. Well, this time he shows and the motor isn’t the right motor for the outdoor unit. He left. The third time I received a call and this is where I feel patronized by this company! The technician showed up ON the 15th of August 2023 (As scheduled in the beginning) and he has the right motor! After it was installed, the noise continued. The warranty technician stated it might be the compressor. This Warranty Technician stated that Dye should not be placed in these Units and if it is the compressor he will need to speak with his boss. The noise continues. I contacted this technician’s boss on the 17th. He stated he will contact the Warranty Technician that installed the motor and call me back. A whole entire week later I waited for this call back. Never got it. I contacted the office and told them I have been waiting a week and once again I am feeling that patronizing bull crap. I heard from this office lady’s supervisor, she came across sounding so sympathetic and stated she will speak with her supervisor and the boss on 20th and call me back. I am still waiting for a call. This entire HVAC is a costly investment for me. I was expecting way better treatment than this from a company that has the name Semper Fi. They got their money and patronizes their loyal customers at a cost of losing trust and faith

  

  Business Response

  Date: 08/31/2023

  Good afternoon, We are very sorry that you are experiencing a multitude of issues with our company, and i am truly very sorry about all the issues that you have had due to our negligence.  We would love the opportunity to rectify these issues that have been ongoing. Please reach out to the customer service line to schedule service!  If you have any further issues going forward you can always call the customer service line and ask you speak with the escalations supervisor!!

  Thanks for your time, and look forward to rectifying your issues

  SEMPER FI HEATING AND COOLING 

  602-616-3636

  Customer Answer

  Date: 08/31/2023

  I am going to mention names, however, the truth be known is the names will come to be told from YOUR company that they no longer are employed. For my rejected response the reason is why do I have to be the one to CALL? Are you seriously going to reply with that answer to my problem? I called after the new motor was installed and stated the noise is still happening. I was told by Blake that he will have to speak with Dominic and call me back. A whole week went by with NO CALL BACK. I called again and I explained I was waiting for a call from Blake and went through the whole reason again for my calling to Alicia, and I was given an apology for him not calling as well as ‘I will look into this and talk with him on Monday’ as well as another ‘I will call you back’ too. I never received a CALL BACK. And it’s been another week! STOP PATRONIZING ME! I will Not Call YOU Back! YOU CALL ME BACK!! This isn’t comforting to any customer that had/has/pending a HVAC installed by Semper Fi Heating and Cooling LLC located at 6555 E Southern Ave #1106, Mesa, AZ 85206. Your technician Steven put Dye in the outdoor unit to locate a leak when he was only there to change the thermostat. It was after that day the Outdoor Unit began making the noise. This needs to be addressed ASAP.

  

  Business Response

  Date: 09/11/2023

  Good morning, once again very sorry about your ongoing issues with the system and with Semper Fi.  We have received notice that your replacement condenser unit is in process,  the case is currently under review from the manufacturer.  We are going to replace the whole condenser unit for you to rectify the troubles that you have been experiencing. When we have that particular part in we will contact you to go ahead and get that installed!! Once again VERY sorry about all of the trouble we have caused you. 

  Thank you for your time, have a wonderful day

  Semper Fi Heating and Cooling 

  480-616-3636

  Customer Answer

  Date: 09/13/2023

  I am rejecting on reason being, I am not going to be the one responsible for YOU to replace this whole condenser unit. Your word’s state (We are going to replace the whole condenser unit for you to rectify the troubles that you have been experiencing.) REALLY? I have a 10 year warranty! I should not be expected to be the one to rectify my troubles! Why am I not given a Time and Date on when this will happen? What was this ‘data that was gathered’ on 9/7/23 by the arrogant *** you sent? Cody W. G. was rude, he stood there arrogantly stating he has another customer who is without air and has to go. He treated me in such an unprofessional manner that defines more and strengthens my words of this company’s Patronizing Way! All I asked that day from him was how long will I have to wait to hear from the company on this issue. He treated me as I wasn’t an important customer at all, this other customer and their issue was more important. I request you to call me to clarify the WHEN this condenser unit replacement will occur, at least you can be courtesy enough to do that!!

• Initial Complaint

  Date:08/21/2023

  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.

  Issue Started: 7/12/23 AC bought on 7/14/22 not working. Compressor and Freon Pipes freezing. Temperature set on thermostat is not being met. Had a total of 5 technicians come out to try and fix the problem and still not working. On July 28, 2023, I noticed water damage to the ceiling of my laundry room. It was determined that the cause was due to improperly placed wiring of the unit that caused water from the furnace to trickle down and leak on the ceiling. Talked to Ryan from the escalation department on Monday 8/21/23, about how the issue with the AC is still not resolved. He said he would send a "Field Supervisor" to make an executive decision. Shortly after a tech that has already been to my home shows up, NOT a "field supervisor". It as though this company is playing games and not taking the issue seriously. I have been without AC on and off for almost the entire summer in over 100 degree weather. So far since I contacted them about the issue, I have had the TXV and the Compressor replaced. Now, they are telling me I need a new Blower Motor. It makes no sense at all when this is a 1 year old unit.

  

  Business Response

  Date: 08/22/2023

  Thanks for you contacting regarding your concerns.  Our office has been working with the homeowner, and taking necessary steps to resolve his current complaints.  Semper Fi heating and cooling will continue to communicate directly with the homeowner until all complaints are resolved.  Again we appreciate the opportunity to allow us the opportunity to work with this customer to resolve his issues.  

  Kind regards 

  Semper Fi Heating and Cooling 

  Customer Answer

  Date: 08/25/2023

  I am rejecting this response due to only having 5 business days to respond, otherwise case will be closed. I will verify that the company is working with me to find a solution however the damages still exists in my home. They did have a third party contact me to schedule the repair which I am happy with. But I am also still testing my ac unit as well to see how the repairs hold up. The weather has not been terribly hot these past couple of days, but today it should reach 110 degrees. Therefore I can't just simply accept the business response. What it will take for me to accept the response is:

  1) Make sure everything is working (as a brand new unit should)

  2) Have the damages to my home being repaired.

  Since those conditions have not yet been fully met (and I am nearly out of time to respond to this) I am rejecting the business response.

  

  Business Response

  Date: 08/25/2023

  Thank you Mr Valle for the response, we understand you are testing the system currently.  All repairs have been completed.  If there is anything further needed please reffer to the customer service number provided below.  Have a wonderful day and be safe out there

   

  Semper Fi Heating and Cooling

  602-616-3636

  Customer Answer

  Date: 08/29/2023

  Again, you might have missed the second part to my previous response. The damages to my home caused by your technicians still exists. HVAC repairs I would say are satisfied. The repairs to my home however, are not complete. So it is an incorrect statement to say "All repairs have been complete." Yes you have arranged a third party to "schedule" a repair, but the repairs have not been done yet. I cannot accept the business response until "ALL" (including the damage to my home) repairs are complete. Thank you.

• Initial Complaint

  Date:08/12/2023

  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 August 3, 2023 Semper Fi was hired to repair our broken ** unit. The technician diagnosed the problem as being corrosive build-up on the coils that required an acid wash to fix. He charged us $265 and left. After several hours it became apparent that the problem was not fixed but I was not going to trust this company a second time so I called a reputable company - *******************. Their technician found that actual problem, a blown capacitor in the compressor motor. He also found that the Semper ******* did absolutely nothing and left the ** unit clogged in dirt and debris. He had me take a picture of the unit to show the condition it was left in, and recommended I call Semper Fi and request a refund. I called them on August 9th, spoke with ********* and she told me the manager was away but would call me back when he returned. That was two days ago and I haven't heard a word from them. I can't believe a company whose business model is built around veterans would actually engage in ripping off disabled vets.

  

  Business Response

  Date: 08/14/2023

  Good afternoon,

  Thank you for your correspondence.
  

  The homeowner's request for refund is in process and we will reach out to ensure that he is taken care of.

  We continue to strive and ensure that all of our homeowners are satisfied.

  Thank you

  Semper Fi Heating and Cooling

   
  

   

• Initial Complaint

  Date:08/11/2023

  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 two new A/C units in April 14th 2021 for the amount of $19,997.00 -SEMPER FI HEATING AND COOLING guaranteed a working unit, 10 year parts warranty, lifetime compressor warranty, 10 year Asure extended service plan, 2 year full labor with 2 year *** maintenence plan and drywall repair -Nature of dispute: the a/c unit does not work, during the hottest days of Summer the A/C units keeps braking down, it stops working at ramdom times. Semper Fi Heating and Cooling has sent at least 22 service technicians to fix the problem (for two years this has been very temporary fixes that seem to last only a day or two) and the unit still doesnt work properly - INVOICE # I22602. Work order # ****

  

  Business Response

  Date: 08/14/2023

  Good afternoon,

  Thank you for your email and contact.

  We will continue to strive to ensure that the mechanical components of these units are corrected.

  Again thank you for the opportunity to help you with the concerns, and will be in touch based of the last call to your home on 08/09/2023.

  Kind regards,

  Semper Fi Heating and Cooling

   

   

• Initial Complaint

  Date:08/05/2023

  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 partner and I own a rental property that needed a new ** unit in April 2023. We called Semper Fi, paid $10,000 for a new unit installed in about a week. Four months later and our tenant informs us that the ** is not cooling the house to the temperature on the thermostat. We call Semper Fi again because they promised a 10 year warranty for new units. Their **************** team puts our property on the list for a technician to come out. The technician didn't show up or call to cancel. So, we call **************** again. They apologize and reschedule. The following day a technician checks the unit and finds that the brand new compressor is already broken. They ordered a new compressor and replace after 10 days of waiting. A day later, our tenant informs us that the unit is constantly running without taking breaks and still can't cool the house down below 85 degrees during the day. So, we call Semper Fi again on the 31st of July and schedule another technician for Aug 2nd. The technician never showed up and never called to cancel. So, we call Semper Fi again, and were told our account was mixed up with someone else's account..? A technician finally showed up on Aug 3rd and told our tenant that we would receive a call about replacement parts (again on a brand new unit). But, there was no call. We have placed over 30 calls to Semper Fi in the last 3 weeks because they keep telling us that someone will call us to help us figure this out. But, no one calls and no one gives us any information on what our next steps should be. We have asked to have the new unit replaced, re-installed, or upgraded but not a single person at Semper Fi has given us any options other than wait for someone to call us back. Just for no one to call us back. We paid $10,000 for a new unit that does not work and Semper Fi doesn't seem to care enough to contact us back.

  

  Business Response

  Date: 08/08/2023

  Thank you for the opportunity to work with the homeowner on this concern.

  We have been working with this homeowner to find a resolve to his tenants concern.  Semper Fi does take pride in all of its work and in now way did we want the homeowner to believe they are not valued.

  Currently we are working on a resolve for our homeowner and will continue to remain in contact.

  Kind regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:08/02/2023

  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 September 2022 I purchased a new HVAC system (14 seer 2.5 ton) through Semper Fi. A week later (October 2022) I called them to tell them the house feels hot. I was told the system needs to be broken in and to give it time. They also never completed the work in the house till May 2023. They never capped off my vent to the outside or finished the drywall till May 2023. They also put my new unit on loose bricks outside and when I complained they brought the pad the unit is suppose to sit on in May 2023. Mind you - I paid for all these services in September 2022. When winter came, the house never felt hot. I would sit in the house with extra blankets to stay warm. In March 2023 when Semper Fi came to do a maintenance on the unit, I told them my complaints and was told the unit was fine. My neighbors next to me bought a new HVAC system through Semper Fi in May 2023. They got a 14 seer 3 ton and for a $1,000 less than i paid for. Their house is set at 79 degrees and very chilly in the house. My house is set at 76 degrees and just comfortable. When the heat wave hit in ******* in July, I struggled to keep this house cold. My son's bedroom will not drop below 84 degrees. I have called Semper Fi multiple times in the last two weeks and given promises after promises that they will replace it. The last person I spoke with was a ******* on July 28. He said he will call me back on August 1 - which he did not. When I called him, he acted like he didn't know who I was or what we were talking about. I had other Semper Fi techs in my house and they all say the unit needs to be replaced, but Semper Fi will not replace it. They only act like they care, till the take your money and then they don't care at all. Pretty bad for a local ******* company who claims they care about their Vets. I need this unit replaced. My son has asthma and my son and I are suffering from migraines from the heat and from having a hot house. Semper Fi needs to replace my HVAC unit.

  

  Business Response

  Date: 08/07/2023

  Thank you for your contact.

  We have been working with the homeowner to try and have all concerns addressed.

  We continue to work on a plan of action to correct concerns of the home and greatly appreciate the opportunity to do so.

  Regards,

   

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 08/11/2023

  
  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. The business has come out and true to their word, they have replaced my unit at no charge to me. Thank you for your help on this matter. 
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:07/29/2023

  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 a new ** unit installed 10/22. Went with Semper Fi as husband is veteran.7/12/23- 1 am entire system shut down. Called Semper Fi at 2 am and left msg. Were told tech would come out between 4-7, no tech came. Called twice and no word, then told tech isnt coming but we will be 3rd stop 7/13.7/13/23 Called Semper Fi 4 times this day and was told someone will be coming out today. No word from Semper Fi. 7/14 Get call back and service rep didn't know anything about what was going on. Told coming out between 7 - 11am 7/15.7/15/23 No word until 3:30pm. Tech stated that when they installed the ** unit in Oct the hot air return vent should have been replaced with a larger version. Scheduled install for 7/19/23.7/19/23 Techs advise that making the trunk larger will not help due to the way the duct is set up. They suggested punching a hole into the master bedroom and create a new hot air return. I advised to go ahead and do that. 7/25/23 Unit started doing the same thing. ** fan set to on yet it would just completely shut off. Set the thermostat temp to 74 and ** wouldnt kick in until it was 5+ degrees OVER. Tech diagnosed it as relocated condensation piping being hooked up incorrectly. He "fixed" and hours after he left had the same issue.7/26/23 Tech comes out and replaces thermostat. He said if the entire thermostat still shuts off then its not the thermostat but the unit itself. After tech leaves the entire thermostat goes out. I call and leave msg. 7/27/23 Company calls and tells me they will be sending a seasoned tech out today. 40 minutes after tech leaves unit went out. Called and spoke to Manger ************************* who assured me the unit would be fixed OR replaced by end of day 7/28/23. 7/28/23 Called 4 times to follow up as ************************* promised fix today and at 11pm the tech texts me to say we need to reschedule. 7/29/23 still waiting for this reschedule and the company to call me

  

  Business Response

  Date: 08/01/2023

  Good evening,

  Thank you for your email.

  Since time of initial complaint we have since been in contact with homeowner.

  Work has been completed and the home is cooling at this time.

  We look forward to working with the homeowner in the future.

  Regards,

  Semper Fi Heating and cooling

  Customer Answer

  Date: 08/01/2024

  October 2022 had a new unit installed. July 2023 spent three weeks dealing with a dozen different tech visits to fix my unit as it was not working properly if at all. Countless phone calls, no returned calls, no show techs, techs who had no clue what they were doing. June 2024 here we go again. Unit stopped working, again. After countless calls to even get a tech here we are told the unit they originally installed in October 2022 is too small for our house. WE had to then follow up multiple times to figure out what they were going to do to resolve this issue. They told us they were going to put a 5-ton unit in and take out our 4 -ton unit. They come and spend an entire day ******* installing said new 5-ton unit. A week later and AC is STILL not working correctly, we follow up with company MULTIPLE times, techs are said to be scheduled to come and we get no shows and no call backs. FINALLY had a tech out late yesterday and he finds out that not only is our AC not working correctly but this NEW 5-ton unit was installed incorrectly, and multiple other issues. We are now waiting again to hear back from the company about what this new game plan is. Since we have gone with this company for our AC we have YET to have a summer where it works properly. Beyond frustrated at this point.

  

  Business Response

  Date: 08/07/2024

  All repairs have been made, a/c unit is funcitonal properly at this time