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:07/19/2023

  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.

  In June of 2022, I hired this company to fix my AC unit that was about 15 years old. Of course, they recommended replacements of both of my units. I paid them over $20k cash to replace both units. I was told how much this would lower my electric bill. My electric bill was around $650 in the middle of summer at the time. I was told this would cut my bill in half at least. One year later, I have been begging these people to fix their mistake as my bill is regularly over $1000 in the summer. Finally after a year of asking them to fix it, they sent a manager out who admitted they installed the unit completely wrong and has promised to fix it. Weeks have passed of me begging for the work to be fixed to no avail. Appointments are promised and missed and they have not fixed a **** thing. Now my bill is $1300 this month for a house that is not even cooling properly and this is ridiculous. This is egregious and a potential civil liability. I want the issue resolved immediately to avoid a lengthy legal battle. And your company should be responsible for my ridiculously increased electric bill. This feels like a joke.

  

  Business Response

  Date: 07/19/2023

  Thank you for your email.

  We appreciate the opportunity to work further with the homeowner.

  Our office will contact directly to resolve.

  Kind regards,

• Initial Complaint

  Date:07/18/2023

  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.

  6/7/23 we requested service on our A/C unit, the technician said our system was ready to fail and we were sold a top of the line unit to the tune of $******+ . We immediately contacted the company to report problems with our system rapid cycling and the fan speed was set to its highest setting. 6/9/23 installed a new unit 6/12/23 a new technician came out to try and fix the problems. He turned the fan speed down and left. 6/14/23 a technician came again and discovered the unit was wired incorrectly and made the corrections. we discussed the size of the unit being a 5 ton rather than a 3.5 ton (like we had before) and determined the unit was oversized.6/19/23 talked to *******, he said he would get it resolved 6/21/23 sent a video of the noises the system was making to demonstrate the problem again, ******* said it was a warranty issue and he would get back to me.6/26/23 ******* assured us he is working diligently with the warranty company 6/27/23 ***** came out and did some troubleshooting. He stated the system was not the right unit for the space and said they would replace it with a different unit that was appropriate for the space.6/28/23 no word on replacement 6/29/23 ***** let us know they were still working on it.7/5/23 A new unit was installed. We were not consulted or given a price for the unit at the time of installation. 7/6/23 received a new invoice with an updated unit number but exactly the same price. I requested an invoice with details- price of unit, price of installation, price for 10 year warranty parts, price for maintenance warranty. A person from the office called my husband and offered to send him a refund (check) of ***** for the difference. We declined the offer and again requested an updated invoice. Email requests for this information were sent 7/6, 7/7, 7/10 and 7/17/23 with no response. 7/18/23 our system is still not installed properly and we still have no idea of price. We financed ******+ and payment begin in two weeks.

  

  Business Response

  Date: 07/18/2023

  Good afternoon,

  Thank you for the opportunity to respond.

  We are aware of the concerns and are working with the homeowner to resolve in a timely manner.

  We do appreciate the opportunity to continue to work with the homeowner.
  

  Kind regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:07/01/2023

  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.

  6/6/22 Air conditioner purchased. Unit delivered scratched and fins faded and bent. Pad for the unit was burned. Requested new unit but they refused. Repair complete on the pad and the fins repaired. Nothing done to repair the **********/22/22 called to inform unit was not performing correctly (continues to run which is very costly). Tech came out and said it was low on refrigerant. 8/26/22 called for same reason. Informed by tech that flex duct was undersized and needed to be replaced and would receive a call to set up repair. No call received 8/30/22. Called office to find out when a the service would be completed. No record of service needed. Received call that warranty tech wanted to assess 9/1/22 warranty tech came out and stated flex duct did not need to be replaced. System low on charge. *****system worked through the cooler temps****4/21/23 set maintenance appt. No show. Rescheduled for 4/28 4/28/23 office called and cancelled 5/5/23 warranty appt completed. No issues found 6/19/23 maintenance completed. No issues found. No invoice provided 6/30/23 called due to unit not performing correctly. Appt set for 7/1 10-2 7/1/23 no show, no call until 3:30 saying he would be here from **** pm. Told him that was unacceptable. Bad line and call was disconnected Unit continues to run for hours which is driving up the cost. Unit needs to be repaired or replaced with the energy efficient unit I paid money for.

  

  Business Response

  Date: 07/06/2023

  Good morning,

  Thank you for you for contacting Semper Fi Heating and Cooling.

  We have been in contact with the homeowner with the evaporative coil being replaced under warranty on 07/05/2023.

  At this time, we have completed the work however will reach out to our homeowner to ensure all is satisfactory for resolution.

  Kind regards,

  Semper Fi Heating and cooling

  Customer Answer

  Date: 07/08/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  I received a call from the General Manager. A follow up will be scheduled to be completed next week to ensure there are no further issues. We have agreed to a resolution plan. 
  

  At this time, I am appreciative pleased with the the response from the business.

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:06/29/2023

  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.

  was told ac unit needed to be replace, tech had to hard start, told it would'nt last long. Told the tech that we wanted the same setup with gas heating, he said no problem, asked me to sign the notebook just for a signature and would email me the invoice, got it the next day paid half and half again total *********. Installers never confirmed the type of unit, I am thought I was getting ac unit with gas but got a heat pump ac instead, remove my gas hooked up without approval and again signed a blank notebook, told they would email me . I feel that I was deceived. I am 73 years old and had to go up on my roof the next morning to see what they did and called them to tell them it was the wrong unit, installed the unit 6/23/2023. We have been going back and forth for a resolution but finally said that I had signed the contact and done. Told me they would get back to me when I didnt accept what they said and they havent replied. i would like becouse i was deceived i wont 50% of the cost of the unit ($5472.62} returned to me. 42 yrs w/ gas not knowing cost of new elect. bill. and hope this will not happen to another Veteran. all signings of notebook had no content.

  

  Business Response

  Date: 07/06/2023

  Good morning,

  Thank you for your contact.

  We have spoken with the homeowner and our Install Manager is working on a resolve.  We appreciate the opportunity to make this right for the homeowner and will be in conact.

  Kind regards,

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 07/07/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:06/06/2023

  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.

  My initial service call was for duct sealing service and pre-summer tune up.Tech/salesman came out on or about 4/26/23. Never looked at my ducts but very quickly determined I needed a whole new unit, pretty urgently. I agreed to purchase new unit ($13,000 quote) and he told me that technicians "would go under my home and make sure my duct work was in order as well." I've asked him several times and he replied the same and confirmed.Installers show up 5/3/23 and say "we don't go under the house, maybe the duct cleaning team does that?"A different company comes out a few days later to clean the ducts and they don't do that either, not even an inspection.I've attempted several times to contact them to get this service complete. Finally they did send a guy out with a camera on May 24th. Not only did he find leaks but also stated that the duct cleaners did not do a very good job.It is now June 6th and my HVAC project is incomplete. Not only is it a reasonable expectation that all my ductwork will be made to work efficiently with my brand new unit - I was told at the time of sale that it would be done..."would go under my home and make sure my duct work was in order as well." Not one person has even looked under the home.As soon as they got paid, the service and completion of the project has gone completely downhill. Including the 2 companies they hire to clean the ducts and repair trim around the new unit.I'm wondering if I it was that urgent of need for a new unit or if I needed one at all.I want my initial service request carried out COMPLETELY, which was: Duct inspection and sealing.

  

  Business Response

  Date: 06/16/2023

  Good afternoon,

  We have been in contact with the homeowner to resolve the concerns.
  

  We have worked with the homeowner to ensure that his requests and needs have been met with scheduled work to be completed today.

  We have appreciate the opportunity to ensure the concern has been made right with the homeowner and will continue to service as requested.

  Thank you

  Semper Fi Heating and Cooling

   

   

  Customer Answer

  Date: 06/19/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:05/15/2023

  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.

  In mid April I had Semper Fi heating and cooling come to my house to do a tune up on my air conditioners. Their serviceman told me I needed my capacitor and contactor replaced and if I didnt do it right away it would most likely cause my compressor to fail. He also recommended that he put on a Hard Start due to my unit being over 5 years old. He told me the total cost would be $1,200. $528 to put in the capacitor, $480 to put in the contactor and apparently the rest of the $1,200 was for the hard start. When I told him I would have to think about it, he quickly lowered the price to $702 and said that if I didnt do it now, he could almost guarantee that my unit would go out the next time I used it. Asked on what I believe now was a scare tactic, I told him to go ahead. I then went on line and found the exact same capacitor for $19.99, the most expensive contractor that would work for my unit cost $42 and the Hard Starts ran between $20-$40. All three parts totaled less than $100 and it took him less than 15 minutes to install all three. The capacitor was nothing more than unplugging the old one and plugging in the new. When I discovered how bad I had been ripped off I called and asked to talk to their manager and for that alone he wanted $540! After I discovered how **************** was overcharged I called their office and asked for a manager. The lady I talked to at their office was very apologetic and told me they were quite busy now but she was sure the manager would call me back by the end of the day. When no one called me back, a few days later I wrote a review on their site and with the BBB. Within 10 minutes I got a call back from a manager at Semper Fi apologizing for being so late calling back. I discussed the my issues with him. He admitted that his tech should not have made these claims, used that kind of pressure and offered me all my money back. I told him I wanted to be reasonable and that I would be fine with paying for the parts and a reasonable amount for the his techs labor. He agreed to send me back $500 from the money I had already paid them he said they dont usually cut any checks until the first of the month (4/1/23) and asked if that would be okay. I told him that would be fine. He asked me to change my reviews and I told him I would be happy to as soon as I received their check. The first of the month came and went and I received no check or call from them. When I called Semper Fi back I talked to their assistant office manager. She was very nice and apologetic. She said all the managers were in a meeting but she would have one call me back as soon as they were out of the meeting. That was 4 days ago. I find it difficult to believe a company like this would have a good rating with the BBB.

  

  Business Response

  Date: 06/20/2023

  Good morning,

  After review of the account and discussions with the homeowner, an agreed compensation was provided at the beginning of June.
  

  We appreciate the opportunity that the homeowner provided us to correct his concerns and make this right.

  Kind regards,

  Customer Answer

  Date: 06/20/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:08/22/2022

  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 unit installation Work Order *****, Invoice # i60001, Install date 06/06/22.Price of $7500 cash that I paid.Installation was not performed correctly and due to the unit badly installed, 2 major issues were caused. my attica was flooded, and also water leaked into my ceiling for the children bedroom.Failure on checking work occurred for the third time.Due to multiple mis installation issues, unfortunately I am not convinced if the issue is resolved and will not encounter any issues again in the future.

  

  Business Response

  Date: 08/23/2022

  Hello

  This has been resolved to the customers satisfaction. Due to an unforeseen circumstances I was unable to respond in the original time frame promised and for that I do apologize.  Thanks again!

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

  Operations Manager

  Customer Answer

  Date: 08/23/2022

  
  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,
  
  Mamata Tata
  
   
  

• Initial Complaint

  Date:07/28/2022

  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.

  This is a copy of the original complaint which was acknowledged by the company on July 6.Yes. It was wired wrong, stopped working after three days, apparently did not know how to use the ****** home app, had to ask my 12 year old daughter for help, did not identify that the furnace in the attic was wired incorrectly, and last suggested I buy a ****** Power supply to fix my issue. The other company identified right away that the thermostat I had was not correct for my application. I think that's it? We did not address the ** unit suggestion he made because he lost all credibility asking a 12 year old for help. The work was done on June 29, 2022. Cost $178.40 which I have been requesting to have refunded. I have text messages between myself and the company too. I also stopped in the store, but there was no management available to talk to

  

  Business Response

  Date: 07/29/2022

  Hello 

  Our number one goal here at Semper Fi Heating and Cooling is customer satisfaction! With that being said we will absolutely refund the services that were rendered and did not resolve the issue. Thanks for your time and have a great day!

  Customer Answer

  Date: 07/29/2022

  
  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:07/27/2022

  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.

  Nov 2021 I had semper fi install 2 new ACs and ducting. Shortly after I expressed an issue which I was blown off and told it was because I didn't have vents up. I then winter came. I had routine service done in June 2022 and expressed the issue again and was told I needed to restrict airflow to the vents. 7/13 I had a tech address the issue which he stated the thermostat was not programmed correctly and again had to restrict the vents. 7/15 a different tech said it was because there was a kink in the ducting and a clogged drain and i needed to open all vents and not restrict and 2 rooms needed 2 supplies vs one that was installed.7/16 another different tech stated I needed a new thermostatic expansion valve which was ordered.7/19 the valve arrived and yet another tech installed it which didn't remedy the issue. He also stated that the issue rooms needed another supply and a jumper duct as well as a drop box added to the ducting.7/20 2 different managers arrived together since the issue remains unchanged. One stated that the blower motors where not programmed correctly and the other manager stated that the 2 rooms in question needed additional supplies. They programmed blower motors and said they would contact drywallers to access the attic to add additional supplies.7/25 have not heard from drywallers or managers so I called to touch base on schedule. 7/27 still no call back from managers or drywallers so I called again.I have had 7 techs attempt to address this issue which is absolutely unacceptable. I feel like this is unimportant to them and that I am being blown off. They continue to attempt to address the issue but it is not being remedied. I spent a lot of money to replace a very old AC and it is costing more in electric with semper fi's brand new AC system than a 30+ year old unit because they run constantly because they are not function properly. I am at the end of my patience and regret ever doing business with semper fi heating and cooling.

  

  Business Response

  Date: 07/29/2022

  Hello *******

  It was great to speak o you today and resolve this complaint. Our number one goal here at Semper Fi Heating and Cooling is customer satisfaction!

  Thanks

  Customer Answer

  Date: 08/04/2022

  Shortly after filing my original complaint against this company I received a phone call from their Operations Managers and after discussing this matter with her she simply stated that they would resolve this issue and would get back to me this past Monday Aug 1st with a plan on how to resolve it. 
  I received no phone call, no email and nothing other than a text message from the operations manager that Monday stating that she was busy and had not forgotten about us. Here it is Aug 4th with still no plan or communication from anyone at this company. As a matter of fact I have attempted to call the operations manager for 2 days and have been immediately sent to voicemail and have not received a response from the voicemails that I have left. Additionally I have attempted to contact their installation manager 2 days in a row and he is not responding to my phone calls or voicemails as well. Before this Monday both of these individuals have answered and responded to voicemails immediately. It is as if they are just blowing me off now and ignoring my attempts to get this issue resolved.
  I would like this complaint reopened until it really is resolved.

  

  Business Response

  Date: 08/05/2022

  Semper Fi has had additional conversations with the homeowner, surrounding his complaint and resolving the issues. We have come to a mutual resolution and will strive to continue to provide the best service.

• Initial Complaint

  Date:06/14/2022

  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 May 4, 2021, we purchased an air-conditioner unit from Semper Fi. Everything was great. Fast forward to June 5, 2022, the air-conditioner stopped. I called the company on June 5, 2022, and I was informed someone would contact me June 6, 2022. A tech came out and informed my husband the unit was wired wrong, and he got it running. What wired wrong, Semper FI placed the unit. The unit worked unit June 7, 2022, it quit again. I contacted the company, and someone came out, nice guy and tried to get it fixed. He could not, he did bring a portable unit. Finally on June 9, 2022, he got it running, he stated it was the fan motor. The unit worked until June 12, 2022, stopped at 10 pm. I called the company early on June 13. I asked for the owner or a supervisor to call me, I also texted the tech who had been here for 3 days. He told me he would contact his manager and at least get portables out. No portables showed up. At 4 pm a girl from the office called me to arrange to have a tech come out. I went off on her and hung up the phone. At around 5 pm, I received a phone call from someone from the company and he wanted me to explain to him what was going on. I did. A tech came out after 6 pm, he got the unit running. It ran until approximately 3 pm June 14, 2022. I got online and contacted the company. I was assured a manager would contact me. At around 4 pm a girl from the office called to schedule a warranty tech to come out on June 15, 2022, to see if we had purchased a lemon. I asked her what we were supposed to do for the evening, my disabled husband had already been taken from the home, because it was too hot. She asked, and I quote, "you don't have any air?" What? What part of the air-conditioner is out don't these people understand? This is totally unacceptable, yes, we purchased a lemon, and we are getting the run around. It is still under warranty.

  

  Business Response

  Date: 06/15/2022

  Thank you for taking the time to speak with the *** of Semper Fi Heating and Cooling this morning.  As discussed, we are working diligently to get this warranty replacement resolved for you.  We appreciate your patience while we work on the manufacturer equipment deficiency.
  

  We look forward to a speedy and positive resolve for you.