Complaints

This profile includes complaints for Frank Gay Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Frank Gay Services, LLC

  100 Sunport Ln Ste 100 Orlando, FL 32809-7892

  
• 

  Frank Gay Services, LLC

  6810 New Tampa Hwy Ste 200 Lakeland, FL 33815-3165

  
• 

  Frank Gay Services, LLC

  333 W Granada Blvd Ormond Beach, FL 32174-6295

  
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  Frank Gay Services, LLC

  3763 Mercy Star Ct Orlando, FL 32808-4654

  
• 

  Frank Gay Services, LLC

  320 US-441 Lady Lake, FL 32159

  

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:06/19/2025

  Type:Product 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.

  June, ****** A charge for $199 came out of my checking account and was paid to Frank Gay for a membership fee. On 6/3/2025 I contacted Frank Gay asking for my money back, that I did not knowingly sign up for a membership. I was told the refund would happen in the next 7 days. On 6/12/2025 I contacted Frank Gay again to find out where my $199 was. I was told the membership department had system issues and that they would issues it immediately. On 6/19/2025 I contacted Frank Gay again and was told there was no one in the membership department that they had left for the day and was told to follow up in the next 24 to 48 hours

  

  Business Response

  Date: 06/20/2025

  Frank Gay Services values your feedback. We have issued a full refund of $199 for the auto-renewal of your ********* Maintenance Plan. For your convenience and records, please find attached the original agreement where the auto-renewal terms were accepted.

  Customer Answer

  Date: 06/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/18/2025

  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.

  ON 6/8/2025 AT 1PM, I CALLED FRANK GAY PLUMBING DUE TO A FAUCET BEING BROKEN OFF THE OUTSIDE OF OUR HOUSE. I WAS TOLD SOMEONE WOULD BE OUT BETWEEN 4PM AND 8PM TO FIX BUT I HAD TO PAY $129 TO EVEN CREATE THE APPOINTMENT. I PAID THE $129 AND WAITED. AT 8:37PM I CALLED FRANK GAY PLUMBING BECAUSE IT WAS WAY PAST THE TIME FRAME I WAS GIVEN. UPON CALLING, I WAS TOLD NO ONE WAS AVAILABLE TO COME OUT ANYMORE AND THEY WONT BE ABLE TO FIX MY PLUMBING ISSUE ANYMORE. HE COULD NOT GIVE A EXPLANATION OF WHY. HE TOLD ME I WOULD GET MY MONEY REFUNDED ON THE NEXT BUSINESS DAY AND THAT A MANAGER WOULD CALL ME. IT IS NOW 11 DAYS LATER (6/18/2025) AND I DONT HAVE MY MONEY BACK YET AND A MANAGER NEVER CALLED ME. THEY ARE TRYING TO KEEP MY MONEY FOR DOING NOTHING. WHEN I CALLED THEM TODAY, REGARDING MY REFUND, I WAS PUT ON HOLD FOR OVER 30 MIN UNTIL I HAD TO HANG UP BECAUSE MY LUNCH WAS OVER. DO NOT USE FRANK GAY SERVICES OF ANY KIND! THEY ARE FRAUDS AND SCAMMERS AND GREEDY.

  

  Business Response

  Date: 07/02/2025

  Frank Gay Services appreciates the customer's feedback. After reviewing he account the refund was already processed on 6/20/2025. This matter is considered resolved.

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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 paid $16,000 for a brand new AC unit from Frank Gay and in less than two weeks, weve had to call three times because it keeps failing. Our home keeps climbing to unsafe temperatures, and weve had to cancel plans with PAID PURCHASED event tickets twicenot just because it broke, but because we were given a service window that they didnt stick to both times. Each time, they either pushed it back or never showed within the promised timeframe. They are now attempting to do the same with todays visit of the problem we are still having for a NEW SYSTEM.This was sold to us as a premium system with expert installation. Instead, weve gotten unreliable equipment, repeated breakdowns, and zero respect for our ******* filing a formal complaint with the Better Business Bureau because this isnt just bad service in a time when inflation is insane- its a unacceptable.

  

  Business Response

  Date: 07/02/2025

  Frank Gay Services appreciates the customer's feedback. ********************** replaced the line set and the system is working per manufacturer specs. This matter is considered resolved.

• Initial Complaint

  Date:06/15/2025

  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 called Frank Gay to fix a GFI after replacing it he stated there was another problem. After finding it he called another *********** from Frank Gay to fix it; he had another call. The second *********** showed up and charged another $1577 to fix the problem which wasnt what the first *********** said it was. He left- the next day it wasnt working again!! I called numerous times and finally days later a third *********** from Frank Gay showed up- stated it was something totally different and another $126. I just went outside to try the *** and it doesnt work either. Their customer service contacted me and was rude, condescending and called me a perfectionist. My house is only 24years old and was built by ***************************- a very reputable company. I dont want that company anywhere near my home. Also I am 70 years old and dont know much about electricity.

  

  Business Response

  Date: 07/02/2025

  Frank Gay Services appreciates the customer's feedback. This was handled with the customer. This matter is considered resolved. 

  Customer Answer

  Date: 07/02/2025

  I never received anything in writing or digitally from Frank Gay as to what work was done! According to your website, this company had 215 formal complaints in the last three years. And yet you accredidated this company? What does a company have to do before YOU take action? I thought you were created to protect the consumer- if YOU do nothing; then you are no better than this company.

• Initial Complaint

  Date:06/13/2025

  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.

  June 5th I had the maintenance service on my new **** system. ***** ***** came out. Basically, he has been out here 3 Times in the past week. The humidity in the house stays higher than what it is outside. The **** system that was put in is a *******. The thermostat they put in is a Honeywell not *******. ***** read, and re-read the manual and told me it does say the system needs the ******* thermostat so it can communicate humidity levels to the handler and compressor. Tuesday, June 10th when ***** came out, he kept trying different adjustments and then finally said they would allow him to install a new Honeywell thermostat. So he did. This did not work. After three hours before he left I asked him what now? He said he would keep me informed. I have heard nothing December 2024 Frank Gay installed this unit. It took one month for them to even figure out how to get heat in my house. The humidity in the house gets above 65%, higher than the outside humidity.I want the ******* compatible thermostat installed

  

  Business Response

  Date: 06/26/2025

  Frank Gay Services appreciates the customer's feedback. We have already resolved this with the customer. 

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23465396, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Karen Greene

• Initial Complaint

  Date:06/11/2025

  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.

  Date of transaction/purchase :August 28/2024. Install date of unit was 09/06/2025. September 16th they were called back to check the unit because it was very loud and felt vibrations. We also complained because the unit was continuously running unlike our previous unit . They checked the unit and advised they did adjustments. Also advised there were loose screws.November ******* they came back , found the reason the outside unit was so loud was due to also missing screws .May ******* they were called back because the **** system was not able to cool the home. The lowest temperature achieved was 77 degrees. We complained to frank gay telling them this was not acceptable . We were sold on getting a unit that was like for like and also energy efficient. Our purchase agreement said average of 30% cost savings and our energy bill has only gone up since the installation. Our previous unit was able to properly cool the home reaching more comfortable temperatures. He agreed the unit was not adequate to cool the home and said he would talk to his managers. After talking with the managers, the manager suggested installing more returns in the home.May ******* frank gay sent a woman out to come measure the home and check the windows to verify if the unit installed was capable of cooling the home and her assessment resulted in the unit being undersized for the square footage and height ceilings. The tech who came out 05/02/25 called me that same day 05/09/25 and said a manager would follow up with me by next Wednesday the latest with a resolution. He apologized multiple times for the treatment and service and said he would get a manager to reach out and it is 06/11/2025 and to this date no contact from a manager . Today 06/11/2025 our unit stopped working, the circuit breaker had tripped. We reset but it continued to trip. We called Frank Gay at 4pm and advised them of the issue , they said we would get a technician out tonight since there was no AC. No tech came.

  

  Business Response

  Date: 06/26/2025

  Frank Gay Services appreciates the customer's feedback. Our technician went out 6/12/2025 and fixed the issue. Customer was low on ***** but decided not to move forward at that time. 

• Initial Complaint

  Date:06/11/2025

  Type:Product 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.

  They literally never came for the service when they told me they were multiple times and are now essentially confiscating my money for 7-14 business days before they will refund me. ******

  

  Business Response

  Date: 06/26/2025

  Frank Gay Services appreciates the customer's feedback. We could not refund the customer because the customer filed a credit card dispute which we accepted. This matter is considered resolved.

• Initial Complaint

  Date:06/10/2025

  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.

  My husband and I purchased two ** units from Frank Gay for 20k. Since May 13th, 2025, we have been trying to receive a call back from Management. Our downstairs temp is 80+ degrees and mind you we live in Florida. They initially came out and put coolant in the ** unit downstairs. They were supposed to come back because apparently the issue is a leak, and they need special equipment to drill through the cement. Well, it's now June 10th and it still hasn't been resolved. I called 4x yesterday and again I was told a manager would be calling me. Of course no one called. I called back today and again I am waiting for someone to call back while downstairs in my house is now at 82 degrees. I will never use this company again and I would never recommend them.

  

  Business Response

  Date: 06/13/2025

  Frank Gay Services appreciates the customer's feedback.  Upon reviewing the account, it has been determined that the system is functioning correctly as of 6/10/2025.This matter is now considered resolved. 

• Initial Complaint

  Date:06/02/2025

  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.

  On April 8th, 2025 we bought a 5 ton ** Unit from Frank ******** with the new coolant system.Within the first month, the unit stop blowing cool air, a tech came, it seemed that the thermostat was not communicating well, but after restarting the system it cool again.May 26, Tuesday night, we noticed that the ** wasn't cooling the house as usual, so early on Wednesday, I placed a service call; a tech came by the end of the day but he was unable to fix the problem, he spent about three hours working on the unit and notified us that after trying everything, even reached out to the manufacture (*****) he was unable to figure it out why the unit wasn't working. A new control panel was needed, he said.The following day, I called the company to get an update, since the part had to be ordered I needed an *** and also, I want them honor their service guarantee offer during the sales process and provide us with some spa units while we waited on the part without **. No answer about the *** but the company sent the same tech back, he worked on the unit several hours again, he was unable to fix the problem, so he left.Friday morning, three days now without **, two new techs were sent, four hours working on the system, they couldn't fix the problem but they came up with a different conclusion, it was a faulty coolant sensor that was shotting the system off because it was reading a leak; they needed to order the part, since it was late Friday nothing could be done until Monday. They went and bought two spa units to help us with the very uncomfortable situation.Monday, June 2nd, no **, no updates, no manager calling to follow up, after three calls someone reached out to send techs again tonight.I told the lady no, I don't need more techs I need them to enforce their guarantees, and someone from management should have reach out to give us at least the courtesy of a call.This all is happening within the first two months from the purchase date.

  Customer Answer

  Date: 06/04/2025

  After submitting the complaint with the BBB I received a call and email from Cartur ********** copy attached, after I explained the situation and requested the enforcement of the "100% Money Back Guarantee: We guarantee that the equipment we have installed will perform as designed or we will remove it and return 100% of your investment!" or replacement of the unit within the next day or so; he asked for the morning to make some phone calls; he stayed that he would give me an answer by email within the day.

  As of today, I have been 8 days without AC, no other email from Mr. ********* he is not taking my calls and, no manager to reach out or any Frank Gay representative.

  Customer Answer

  Date: 06/04/2025

  When filling the complaint I made a mistake with the business address, I signed a contract with:

  ****** *****, Frank Gay Services
  ****************
  *********************

  

  Business Response

  Date: 06/13/2025

  Frank Gay Services appreciates the customer's feedback. Upon reviewing the account, it has been determined that the system is functioning correctly. This matter is now considered resolved. 

  Customer Answer

  Date: 07/02/2025

  After submitting the complaint with the BBB I received a call and email from Cartur ********** copy attached, after I explained the situation and requested the enforcement of the "100% Money Back Guarantee: We guarantee that the equipment we have installed will perform as designed or we will remove it and return 100% of your investment!" or replacement of the unit within the next day or so; he asked for the morning to make some phone calls; he stayed that he would give me an answer by email within the day.
  
  As of today, I have been 8 days without AC, no other email from Mr. ********* he is not taking my calls and, no manager to reach out or any Frank Gay representative.

  

  Business Response

  Date: 07/02/2025

  Frank Gay Services appreciates the customer's feedback. After reviewing the account, we sent a technician out to repair the unit. We reached out (email attached) and the customer stated everything was working fine. 

• Initial Complaint

  Date:05/30/2025

  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.

  This company did not file for a permit before removing and installing a new AC unit. After the install they told me because the job got done later in the evening it will be inspected thru photos. Which didnt make sense to me. I have had contractors pull plenty of permits for work being done at my home. A week later I heard nothing about the inspection so I called the City of ****** to find out what was going on and they told me a permit was never pulled. I reached out to the company and they told me it was done by pictures with a private inspector which I did not sign for that. I want the City of ****** to inspect my New AC unit. ****** will not sign off on it because the info they are giving them on their inspector is either not valid or expired. Now they are ignoring me after paying $8000.00 . I need my AC inspected. A sometimes I smell a burning smell in my AC and theres water under it.

  

  Business Response

  Date: 06/13/2025

  Frank Gay Services appreciates the customer's feedback. Our permitting team has been working & communicating with the customer and her inspection is scheduled for today.