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:05/28/2025

  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 asked Gilmore Heating And Air and plumbing to do some plumbing sewer work on the front of my house. These requests were written into invoice. All work has been paid for in full and no videos have ever been produced by Gilmore Heating And Air. Ive made several attempts to get these videos. Ive spoke to several supervisors at Gilmore Heating And Air and plumbing and have received no callbacks. I spoke to ***** the plumbing supervisor about three weeks ago. Hepromised that he would give me the videos. Nothing has happened. Ive contacted them three times in the last three weeks since I spoke to Jaredand they continue to tell me every time I call that ***** is in a meeting. They also say that he will call me back that day and I never receive any callbacks.

  Business Response

  Date: 06/03/2025

  Gilmore Heating, Air, & Plumbing contracted with Mr. Gregory to repair a main sewer line that was improperly plumbed.  Mr. Gregory was on-site during the repair and spoke with our representatives multiple times during the repair.  The mainline was a 3" line that made multiple turns.  It was replaced with the correct sized pipe and made the connection from the home to the main city line straighter, so the line would stop backing up.  Mr. Gregory has requested videos that have been sent to him multiple times.  (Videos have been sent to the homeowner and are available to the BBB if requested, but were too large to submit with this report.  I have attached a few photos for your records.)  The work has been completed as contracted and videos and pictures have been submitted to the owner.  We are considering this matter closed.

  Customer Answer

  Date: 06/06/2025

  I am rejecting this response because:

  This has absolutely not been resolved. We have given Gilmore ample opportunity to rectify this problem and they have opted out.  All of what Gilmore has written here is completely untrue and I have copies of text messages, emails and statements that directly disprove what Gilmore is saying and corroborate exactly what I’ve stated. Additionally, it seems to be an unethical pattern of behavior for Gilmore, according to similar cases that have been documented and filed with the state licensing board, which we’ve also received copies of. We’ve verified with the board and with several licensed contractors that permits definitely needed to be pulled and that the contracts we agreed to and paid for were absolutely breached by Gilmore. Since Gilmore refused to take responsibility and fulfill their agreements that I have paid Gilmore to do and are obligated to do as a licensed contractor, we have no problem escalating this to court to have it settled there. In addition we will be filing a complaint against Gilmore Heating and Air with the California State Licensing Board. 
  
  
  Jeremy Gregory 
  

  Business Response

  Date: 07/08/2025

  Correspondence Sent::
  On May 28, 2025, at 1:20?PM, ****** ******* <**************************************************************> wrote:
  Dear *** *************************** do want to personally acknowledge your recent calls for the plumbing job that was completed on your property.  
  Im including everyone on this email to ensure were aligned, avoid any assumptions, and prevent the spread of misinformation. My goal is to keep communication clear and consistent across all parties involved.  
  I do understand that a drain job (correction) was completed on ***  ********* property.  I have been made aware that the project would NOT be permitted as requested by *** ******* because he did not want a building/sewer/drain inspector walking his property.   I also have been made aware that *** ******* was onsite during the process.  So, he was aware of what was going on the entire time, from what I gather.  The subcontractor that we use, Local Drain Cleaning Specialists,  (Owner is ****), was onsite and spoke with the homeowner on several occasions, and *** ******* also has his contact information.  I understand that pictures and videos were sent to *** ************** The homeowner wants a before video, to which **** as repeatedly apologized for not producing it, because the chaos of the beginning job became a distraction, but the rest of the information was sent multiple times.  I am aware that there were complaints and issues that were resolved at the time to the satisfaction of *** ******** who, again, was onsite.  I was made aware that the line that was going to the main drain was a 3" line with multiple turns, that was corrected, and the pipe size was increased to help flow to the city connection. 
  Most recently, I reached out to *** ******* and committed to reaching out to **** requesting all of the videos and pictures he has, to send them to *** ******** yet again.  As I started to receive what I asked for, I was informed by **** that he was inadvertently resending the media to ***  ******* directly, and they had a brief exchange as to why **** was sending him the pictures and videos again.  ***  ******* has expressed to me that he cannot seem to get in touch with anyone, **** or Coby.  Which is confusing because he has their telephone numbers, directly.  I am aware that we keep going back to this property, it seems that there was an understanding between everyone, requests made, SEVERAL concessions even though there was an agreement on how we were moving forward.
  The goal of this email is to be the primary method source of communication to avoid any assumptions or misrepresentation from this point on.   
  Please feel free to jump in with any clarifications, additions, or corrections.  
  Correspondence Sent from Sub Contractor: 
  On March 6, 2025 I responded to an emergency response to assist technicians, ******* and Coby 
  With a diagnostics of a further issue with the lateral sewer main of ****************
  Lateral sewer inspection discovered a severe offset where the lateral pipe connected to the City terra-cotta pipe . Customer, ****** was on site and was able to see this video live while we interpreted what we have discovered. 
  We have briefly explained a solution that would correct this problem with excavation  and during this conversation, ****** had mentioned he would not want a permit Pulled due to something with his garage or in his garage not being permitted or on his property. 
  A verbal estimate was given  and a written estimate was later sent. 
  
  
  On March 31, ****** had excepted the estimates for the repair and have inquired about replacing his full sewer main. 
  Emergency response Technician, ******* and **** arrived on site to discuss matters further. 
  Another sewer inspection camera was conducted  with ****** watching the screen live. Technician ******* explained to ****** that he does not need a full sewer replacements as the problem was isolated to a 5 foot section where the pipe transition from 3 inch to 4 inch connecting to the main sewer clean out for the city. Sometime during this inspection and conversation ****** had asked if we can send him the video in which we had agreed to send, I had provided ****** with my direct contact number so that I may send him a video. 
  We proceeded to begin the work for the estimate given for a 5 foot section repair . 
  The work was done and completed as an emergency repair as an offset was already causing another back up . Emergency response Technicians ******* and **** performed the repair with Hydro excavation on the Grass side of the yard barrier between grass and rocks. (See photos)
  Approximately 5 feet of ABS pipe was exposed all the way to the transition between plastic and the cities terra-cotta pipe . The section of pipe was removed and redesigned to eliminate the problematic turns within that section. (See photos) 
  A leak detection was performed 
  Confirming no leaks were presents and all connections were good 
  The technicians begin to backfill with new backfill media. 
  The job site was cleaned up and the grass was placed back 
  (See video)
  Days or weeks following the satisfactory Repair and payment department, the customer ****** has stated we had broke his irrigation pipes. Technician ******* had arrived on site and discovered that no pipes were broken, but rather discovered the water from the sprinklers was accumulating
  In the section with the excavation happened. ****** was satisfied that no pipes were broken. 
  A few days a week following this 
  ****** called back and stated the technicians removed the weed barrier between soil and rocks  and demanded that a weed barrier be installed. 
  Coby along with another technician arrived on site and explained that no rocks were removed during this process 
  (See photos) therefore a weed barrier was not removed. The customer insisted that the rocks were moved and disregarded the photos that were presented to him. To satisfy ****** we have our technicians with we moving the rocks installing a weed barrier as well as removing the original grass and installing a new piece of sod grass per Jeremys request.
  Once again the project was completed satisfactory with ******. 
  In the month of May an unknown date, ****** had a contacted emergency response technician ******* directly on his cell phone
  And requested photos of the job and claimed he was not aware of what was done, and he has no idea what work was performed. 
  In addition, he requested the video we had promised at the beginning of the project. ******* had informed ****** that there was a long light time lapse between the project and this phone call and finding the video turned out to be complicated but that he would look through hundreds of videos to find it but there would be no promises. There are photos and videos to send throughout the duration of the project and that inspection can be conducted to show that the problems he witnessed no longer exist. 
  ****** further became argumentative and repetitive to which case ******* had diffuse the situation and explained he would send any videos or photos he may find however ****** was not satisfied and still demanded the video that was promised. ******* had informed ****** that it was an honest mistake on both parties and that if he would have messaged ******** the day of or the week of it would have been able to track down the video to send to him, however his failure to reach out directly to ******* And ******** failure to send the video directly to Gilmore has led to an honest mistake on both parties .
  Conclusion:
  *** ******* was onsite for the majority, if not the entire experience.  We have made several concessions even though he has said to the owner of the subcontracting company and our supervisor representative from Gilmore that he was satisfied with the response and still wanted MORE concessions after the initial job was completed.  He has been impossible to communicate with.  He has been sent multiple pictures and videos via personal text from the sub-contractor, and also from Gilmore via email.  The claim that he does not know what was going on and was feeling duped is ludicrous.  Attached is the corresponded from myself and the sub-contractor.  He continuously tries to play victim and put everyone against each other for his own gain.  This is why I started the email thread to have open communication and the only response I receive from him were threats. I'm not sure what his angle is, but it is dishonest. 

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a new Heating and Air Unit and new Duct work which included a service contract for 2 years 2 visits per year for a total of 4 visits they were to call and schedule the visits. But never did.They called at about the 1yr mark to schedule but wanted me to sign another service agreement for about $240 scheduled the apt but they said I could only have a total of 3 Visit 1, Visit 2 and Visit 3 were all scheduled 1 month away and called the day before to change the time to noon to 5 really messed up my scheduled plans the excuse was the same all three times An emergency and we must reschedule Visit #3 I told the Technician I heard a scraping noise in the morning. He said some tape had come loose from the duct work and said he fixed it left recommendations for over $700 in work addons optional and new service agreement.The next day the scrapping was still there shoddy work. I called to have them fix it and they said it would cost me just over $150 I should purchase a service contract. I waited 1 day and called to talk to a supervisor will call me back 10 soon. 10 days later no call. Recalled for supervisor will call you back within the hour- waited all day no call back So I am filing a complaint with everyone I can think of so others dont have to go thru the Horrible experience I did.

• Initial Complaint

  Date:01/13/2025

  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.

  Purchased a complete new heating and air system from this company. The heat has failed 2x since purchasing. ******* is under warranty it failed on Jan 2. We called to have it repaired on that date. We have been told 2x since they cant find parts for new under warranty furnace. Its now Jan 13 and still nothing from Gilmore. Its January, we are using electric space heaters to try to stay warm. I do not understand selling products that they cant get parts for. We are spending a small fortune on our electric bill to stay warm.

  Business Response

  Date: 01/29/2025

  We got a no heat call from ****** ****** on 1/2/2025.  Technician went to the home and determined the ignitor failed.  Ordered an OEM ignitor (under full warranty).  The ignitor was shipped to us on 1/8/2025.  We returned to the home to replace the failed part on 1/9/2025 and found a bad control board.  The board is most likely the cause of the ignitor failing.  Unfortunitly, you cant know that until the first repair is made.  Once we found the board bad, we ordered it and that order took a while due to being backordered.  By Tuesday Jan 14th, the vendor still had no *** so we purchased an entire new furnace to be able to get the repair part we needed.  We returned to install the part on 1/17/2025.  Furnace is now operating properly.  We can only repair the system as fast as the vendor can get us the part.  There was no cost to the client, full warranty.  Please let me know if you need any further information.  **** ******* ************* Manager and RME).  *********************************