Air Conditioning Contractors
Frank Gay Services, LLCImportant information
- Customer Complaint:This company is working with BBB to eliminate the number of complaints on file. BBB recommends that if you have any complaints or concerns, please contact the businesses office, at (407) 326-6729 or [email protected] prior to contracting BBB.
Complaints
This profile includes complaints for Frank Gay Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 234 total complaints in the last 3 years.
- 108 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/18/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am very disappointed with the time that Frank Gay takes to respond to my calls. I finally had my Inspection completed and they still have to fix some plumbing issues and patch up the drywall.I called their office twice this week and I was told that someone from Management will call me back.Meanwhile I have to pay workers who are waiting to finish their work. They disconnected my drain line that goes into the sewer and I can't even use my Kitchen Sink.Business Response
Date: 01/26/2024
Frank Gay Services values the customer's feedback. We have spoken with the customer and scheduled any necessary repairs and drywall.Customer Answer
Date: 02/05/2024
The complaint has been resolved.Customer Answer
Date: 02/07/2024
The complaint has been resolved.Initial Complaint
Date:01/16/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a new ac unit installed. I paid 50% down with a check payment of $5372 on January 13, **** with a balance of $5371. I paid the remainder balance of $5371 with a check on January 14, **** after completion of ac install. I was sent an invoice stating that I owned $5372. Furthermore this invoice showed that my signature was forged for customer authorization and customer authorization. The crime of forgery in Florida is a felony. The technicians that came to my home were: ******************************* and ***************************. The invoice also incorrectly shows the amount of balance due which should have been a zerobalance. I called customer service to get this situated and was transferred to different people. One lady, ******, said she would call me back after she spoke with management. They have expressed no sense of urgency as two hours later and I am still waiting. In the meantime, I am contacting my lawyer.Business Response
Date: 01/26/2024
Frank Gay Services values the customer's feedback. We have since spoken with the customer and addressed their concerns.Customer Answer
Date: 01/27/2024
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:01/02/2024
Type:Service or Repair IssuesStatus: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 entered into an agreement to have my home repiped due to a slab leak. This was signed on or about October 31, 2023. The repiping was completed shortly thereafter. The work involved cutting holes into the sheetrock walls in order to access the piping. I paid $8753 for the repiping and the sheetrock repair. I was advised that a county inspection was required to approve the plumbing before the sheetrock repair could be accomplished. After about 7 weeks following the plumbing an inspector came to my home on December 26 and issued a failed inspection report. I contacted the ********* office on December who said they would investigate. Nothing has happened since. It is now over 2 months since the project began. I request a refund of $1053 or a quick completion of the project! Thank you.Business Response
Date: 01/15/2024
Frank Gay Services values the customer's feedback. We have sent a technician on site to make the necessary repairs so re-inspection can be completed.Initial Complaint
Date:12/13/2023
Type:Service or Repair IssuesStatus: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.
The first date was 9/2/23. The second date was 10/9/23. The first payment of $199.00 for 4 maintenance services . The first visit I had an issue with my AC unit. It wasn't working properly. The tech ********************* He did everything but fix my issue , I hadn't realized that yet, and $1,587.00 later the problem was still there. On this second date *************** came due to the fact my AC was still doing the same thing as it was for the first tech. *** quoted me over $2000.00 to fix it. I said no . I called another company on 10/13/23 and had the problem solved and it cost me $590.00. I have reached out to the company on several different occasions 10/8/23, 10/9/23, 12/1/23. I do not want their maintenance service plan, and they never fixed the problem to begin with. I spoke with ******. She stated they would like to work this issue out. I sent what she asked for and I have never heard from her again .Business Response
Date: 12/22/2023
Frank Gay Services was scheduled to come out to the customers home on 09/2/23 for an AC maintenance visit per the customer's request. The technician found the evaporator coil to be extremely dirty and recommended a coil clean in place along with a system enhancement of a UV light to help prevent microbial growth. The customer also agreed to change the capacitor as well. During the initial visit, the fan motor was running within factory specifications. Please see the attached estimates, invoice and pictures. When the customer called our company back out on 10/09/23 due to their AC having an issue we recommended the replacement of the fan motor at that time. The customer chose to go with a competitor for the work Frank Gay Services also had recommended. We will cancel the home care maintenance plan per the customer's request however due to one maintenance being completed and the member savings outweighing the cost of the plan no refund is due.Customer Answer
Date: 01/11/2024
Complaint: 21003607
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 02/01/2024
What Frank Gay forgot to mention , the fact I called another service provider due to the excessive amount of money they were going to charge me. I got the repair taken care of for less than $600.00 and Frank Gay was going to charge me over $2000.00. This needs to be put in the complaint. I wasn't just dissatisfied with Frank Gays services. They were over charging me and had for the last service provided. Consumers need to be aware of this so it doesn't happen to them.Initial Complaint
Date:11/16/2023
Type:Product IssuesStatus: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 October 31, Frank Gay Services sent out an HVAC technician to repair my son's Air Conditioning unit in Lake Panasofkee. The technician said he had never seen this type of system before. He didn't find any leaks but the Freon was low. So we agreed to pay extra for a high-pressure test with nitrogen. He still didn't find any leaks but said some "caps" were missing, so that could be the problem. He also said the capacitor needed to be replaced. And the system needed to be recharged and the coils cleaned. He then offered me a 1-year warranty which I paid extra for. When he was done, the system was blowing nice and cold.
Less than a week later it wasn't cooling anymore. So, we called for another service call.
They sent a different technician named Al who said he has worked on this type of system a lot and they are prone to leaks. He quickly found at least 4 different leaks, so all the freon was gone. He said he didn't recommend that we sink any more money into this unit.
Since then I have tried to call the Service Manager on 3 separate occasions and he is always "busy" and he will call me "tomorrow". But tomorrow never comes. So, I've got almost $3000 sunk into a clean but leaky boat anchor with a worthless warranty.
Incidentally, the capacitor that the first tech charged me $295 for, costs $10 on Amazon and requires you to remove 1 screw and unclip and snap on 3 wires for a total of 5 minutes of work max. The only good thing was they didn't charge me for the second visit. I wish they had sent Al the first time.Business Response
Date: 11/28/2023
Frank Gay Services values the customer's feedback. We have since spoken with the customer and have come to a resolution.Customer Answer
Date: 11/28/2023
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:11/15/2023
Type:Service or Repair IssuesStatus: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 11/14/2023 I called Frank Gay to report an issue with what I thought was a plumbing leak. I was given an appointment for the following day 11/15/2023 and told that a technician would arrive between 16:00-20:00 that evening. At approximately 18:30 ***** (technician) arrived at my premises . I advised him what the issue was . To my surprise, he opened the water meter and thought it was the curb valve where I turned the water off . I quickly advised him that he was wrong . He then told me that it was the sewer line but after he checked, he realized that I was right. I specifically asked him to shut it off because it would be very costly but he forgot. I know It was not on purpose or intentional however the fact remains , he failed to shut it off . I paid the service fee unaware of the fact that the water was still running when he left. Upon discovering that the value had not been turned off I called the company ( Frank gay) immediately and spoke with the most inconsiderate person ( Yoanne) . She said she tried calling but he was not answering and told me IF I SEND SOMEONE ELSE TO YOUR HOUSE ITS ANOTHER CHARGE OF 129.00$ . I then replied you asking me to pay for your technicians error? Its his mistake so why so Im I being blamed? Since she was unable to resolve the problem, I asked to speak to her manager who identified himself as *** or ******** and he didnt seem to care either because he was yelling at me from the beginning of our conversation and pretty much called me a liar .by stating SO YOU LEFT YOUR WATER RUNNING AND YOU WANT ME TO SEND SOMEONE TO TURN IT OFF ? Even after I explained that it was the tech And insulting me over the phone by saying WHO SHUT THE WATER OFF THE FIRST TIME THEN GO OUT AND SHUT IT AGAIN He also stated I AM NOT SENDING MY TECHNICIAN TO YOUR HOUSE. IF I DO ITS ANOTHER 129.00$ He is the most condescending human being Ive ever spoken to . Wow . He left me speechless. Very , very unpleasant & unprofessional.Business Response
Date: 11/24/2023
Frank Gay Services values the customer's feedback. We have since spoken with the customer and have come to a resolution.Initial Complaint
Date:11/09/2023
Type:Product IssuesStatus: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.
Our home air conditioning system the end of the first week of August. I called the Frank Gay company and they had 3 technicians come out within a week. The first 2 did not know how to work on our system (it is referred to as a multi-port mini-split and is sold/built by the company Nortek. The third technician in the second week of August was able to diagnose the problem as a control board issue. Monday of the next week Frank Gay charged my discover card $1223.00 for the board and installation. The technician returned with a new board after 2 weeks taking us into September. He did deliver a blower machine that was able to bring the homes temperature down 8 degrees from the outside temperature. He was not able to position and install the blower b/c he didn't have the equipment needed. The blower has to go out of a window that must remain open at all times. I managed to install it as best I could. When he returned with the part on 9/7 (after I was told by manager Joe F******** on 9/1 that they had the part, he did not install it correctly. Our system went from one error message to multiple. He asked me if another tech could come out that evening to "put a new pair of eyes" on it. No one came and he left without letting us know he was leaving. I called Frank Gay (FG) and emailed Joe again. New tech Jamar came out 9/18 to install the second part. It did not work again. Tech said more was broken and tried to sell me a new system. I emailed Josh G**** for more help. Josh called Jamar and had him call the company to diagnose the problem. Bad control board. Control Board 3 10/3 still did not work. New plan - have Jamar come out with the fourth board and a company rep to install it. 10/19 they came out but Jamar didn't bring a board so they talked a while. Today 11/9 a brand new tech with a different part has successfully got the system working. They never gave up, but the length of time it took to repair and the days I 5 lost $ by not being at work has been a financial :(Customer Answer
Date: 11/13/2023
Update from the repair on 11/9. What I thought was an advanced board that was easier to install was another of the same type of board that had failed in all previous attempts. Imagine my surprise when the tech showed me the screws he had to purchase from ace hardware and then described to me the process of connecting to the heat sink before any other action to protect the board from failure. I thanked him profusely and told him how I sure wished he had been sent to the house in August! He smiled and said glad he could help and was told by his supervisor Josh to get out there and just get it fixed. Our home hasn’t been so quiet and comfortable in months. I still have apologies to give to my coworkers who have had to work harder these past months when I was absent for a seemingly standard repair when done correctly by a professional.Initial Complaint
Date:10/31/2023
Type:Billing IssuesStatus: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 contracted Frank Gay to do a full scope electrical panel replacement, as well as change any outlets that did not work, fix the appliances outlets/power sources in kitchen, replace the trash compactor electrical, replace bathroom 2 vents, split lights from vents, replacing the electrical portion of a new tank less water heater, install ceiling fans and address other multiple issues to get my property up to code/fixed. They completed the panel (after several complaints as items were not labels and not passing inspection. The original crew walked out of the job with most of the work left unfinished and causing major damage to my ceiling and walls, leaving wired exposed. After several attempts to contact the company to fix the issues, they never responded and every time I received a final invoice (I paid for half upfront), they have asked me for invoices for the repairmen and other electrician I had to hire to finish and repair their work/damages. Then they stop responding and send another bill months later ignoring the previous communications and asking for everything again-- therefore further delaying any resolution. Now they are saying I'm on collections and on a final attempt and I fear they will try to put a lien on my property even though they never finished and caused some major damages I had to pay to correct/fix. I have asked to speak to their legal department, left messages with reps and messaged with their operations to no avail.Business Response
Date: 11/03/2023
The customer has not provided our customer experience manager with the requested documentation to support their claims to conduct a proper investigation.Business Response
Date: 11/08/2023
The documents the customer has provided are from Frank Gay Services. We are requesting the documents from the other company the customer states they used.Customer Answer
Date: 11/08/2023
Complaint: ********
I am rejecting this response because: I have sent the copies of the invoices previously to Damien (attached). I have requested a statement from the electrician with all the other items as well so that I can provide this soon as well. What other information is needed?
Sincerely,
***** *********Initial Complaint
Date:10/19/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had Frank Gay Plumbing do electrical and plumbing work at our place of business back in May of 2023. All services were rendered and paid for. Now in October of 2023 they billed (and automatically debited our account) for a service in May that was already paid for. Drumming up some 'misc' charge out of thin air. They are double dipping and thought we wouldn't notice.Business Response
Date: 10/30/2023
We value the customer's feedback. We have since spoken with the customer and are looking into their concerns with management further.Customer Answer
Date: 11/08/2023
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:10/17/2023
Type:Billing IssuesStatus: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 husband called Frank Gay to install two faucets, with us providing the parts. They charged $860 for this simple installation of two faucets that we provided!! I was not home or I would have laughed them out the door.
Worse yet, with nearly $1000 to install 2 faucets, the receipt is not even itemized and it states No Warranty so we don't even have any recourse if something goes wrong.
We were grossly overcharged for work that the company does not even stand behind with a warranty, and I have no idea what this ridiculous amount is even based on other than seeng a vulnerable senior citizen. I would like an itemization at the very least and, really, I believe that a price adjustment is in order.
Research on plumbing prices in this area show that even half that amount would be ridiculous, especially with no warranty. If the company does not see fit to adjust the price, I will be sure to reflect this experience in reviews on every possible site.Business Response
Date: 10/27/2023
Frank Gay Services has spoken with the customer and offered a resolution.Customer Answer
Date: 11/08/2023
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,
******* *****
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