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

  
• 

  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:09/06/2023

  Type:Customer Service 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.

  We had a clogged toilet and called for service. Told toilet needed replace. After it was done they told us that price was their family plan. I said I do not want to join a membership and I do not want any annual fee taken. The tech Zak said they do not keep records of credit cards or take out any annual fees. He also called his supervisor on his cell phone who also assured me that they do not take out any money yearly and this one was a time savings. After the tech left he emailed me the total opposite statement showing otherwise. At that moment I was already my way to the ER with my disable spouse. I did email twice stating I wished to cancel. Then months ago I started getting calls about service. I called them directly and explained I had canceled, they transfer you to a voicemail and the person never calls you back. This is not right.

  

  Business Response

  Date: 09/07/2023

  We value the customer's feedback. We have since spoken with the customer and cancelled their home care maintenance plan. 

  Customer Answer

  Date: 09/11/2023

  
  
  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:08/02/2023

  Type:Billing 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.

  I had Frank Gay come out to my 1,000 sq ft business to take a look at my AC on June 10th Saturday. They advised me it will be an extra charge for Saturdays which I understood and complied. The tech came out to my business and accessed the AC unit on the roof which is 2 years old brand new commercial unit which has been maintained through those years. They advised me that they would not be able to work on the unit that Saturday and they would have to come back on Monday June 12th which is regular business hours. They were at my business for 32 mins from the time they walked in and left and I signed a paper. They came back on Monday and worked on my unit and changed the coil and filters it took approximately 2 hours. Frank gay is charging me 6 hours overtime $210 an hour for Saturday and 6 hours for regular $140 an hour for Monday. They are saying that the travel time was 5 hours to my business there and back. “Port to port” so that is $210 X 5 hours for 32 mins of no work just to tell me they will be back on Monday. Then another 4 hours travel time on Monday “port to port” $140 X 4 for 2 hours of work changed filter and coil and it was still not working properly I had to call a whole other company to come out and fix it. They sent me an invoice for $2,288.00 I then called and voiced my complaint and they dropped it down to $1978.00 which makes absolutely no sense. This is absolutely incorrect and I’ve never heard of a company charging that much to come out to my business and do work. Also I have managed commercial property’s for 12 years and have never ran into this problem before. The man on the phone Sean said all businesses charge like this and I should be thankful that he even called me back….. I feel scammed and completely defeated. He is now putting a lien on my property for failure to pay which I’ve never had one late payment on my business ever and not one un paid invoice.
  This needs to be further assisted.

  

  Business Response

  Date: 08/10/2023

  We value the customer's feedback. We have spoken with the customer and have come to a resolution. 

  Customer Answer

  Date: 08/15/2023

  
  
  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:07/25/2023

  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.

  I asked for Frank Gay Services to come out to my home to my home to look at the valves in both bathrooms which were fully functional but required to be looked at by a license plumber. I spoke to to Nicolas the person sent to the house over the phone and sent picture to my husbands phone which we discussed over several phone calls. I told Nicolas that was all I needed he kept trying to up sell his services, I repeat that I was in charge and only needed him to access the valves my husband and the tenant were both witness to to our conversations. This visit was suppose to cost $39.00 instead, Nicolas took it upon himself to look at the entire house and give us a bill $199.00. We did not ask him for these services, he new what he was there for and still neglected my need for his services. My husband was asked to sign a document just for to step into the home, then he proceeded to do whatever he wanted. How is it possible for Frank Gay services to act so deceptively. This company did not act in goodwill, this company only sought to sell me and entire whole home plumbing replacement. They did not care about what needed in the Moment. Even after telling him what I needed repeatedly he would only talk about what he wanted to do. I called the office and spoke to Jay in customer experience, her response was did my husband sign the document and yes he did because he presented it as he would not be able to enter the home without it. This I now know as a common deceptive practice to undermine the law in their favor. So, my demands and the reason I called this company just opened the door so they can charge whatever they wanted. Jay did not have anything to say except the script she had before before she rudely hung up on me. This company clearly acts in a deceptive manner, they don't care about the needs of the customer or in developing a relationship with one for the future. I was clear my husband showed him the pictures. When he was finished he was suppose to call me to discuss the out come, but he took your money and left without a word. I called my husband he told me he left, I called Nicholas he proceeded to tell me about the whole redo, I informed that was not what I asked for but he did not care. Frank Gay should not be allowed to trick people into signing documents that give them deception rights

  

  Business Response

  Date: 07/28/2023

  Frank Gay Services values the customer's feedback. We have processed the customer's refund request.

  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 is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/10/2023

  Type:Billing 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.

  Contacted Frank Gay Services on 12/22/22 regarding backed up drain issue. They said a Plumbing Technician would be dispatched "as soon as possible", but the holidays may create a delay. Their technician came out on 12/22/22 and diagnosed the issue with a fiber optic camera. He said it would take further investigation, found a break in my drain line and needed to speak with his superior. He was in his company truck talking with his manager for an hour, returned to tell me the issue may be more intense, and I should consider an Annual Total Coverage Policy for $5399.00 to cover Plumbing, Electrical, and A/C. I agreed and was charged $149.00 on 12/22/22; $2700.00 on 12/22/22; and $2649.00 when the work was completed on 12/27/22. These charges total $5498.00 not $5399.00, and I had to deal with a non-functioning drainage system for 5 days. The Frank Gay Plumbing workers arrived at 8:15AM on December 27 and completed the repair by 2:00PM ... follow me ... $916.00 per hour at this juncture! In the process they severed my Freon line to my A/C and had to call another Frank Gay technician to repair.
  Fast forward - I had been getting calls from Frank Gay about checking my other systems and was convinced by Renee S. (out of their Ft. Meyer's office) to give them another chance. I had explained my dissatisfaction and she assured it would be addressed. Electrical came out on 5/25/23 told me I had several issues which could fixed within 2 hours, but would cost me $400.00. Two circuit breakers needed to be replaced. I had an extra GE 40amp circuit breaker which could have been used, but the technician said they had to use their own parts! Never received the bill until I noticed a $790.00 charge on my credit card statement, from Frank Gay Services on 5/25/23. I called Frank Gay Services to report the discrepancy on 6/22/23 after receipt of my credit card statement, was assured it would reviewed and I would be contacted. They sent me a copy of the bill - but never followed up!!!

  

  Business Response

  Date: 07/11/2023

  Frank Gay Services has made contact with the customer to address their concerns. 

  We have attached all signed estimates and invoices for the approved amounts. 

  Customer Answer

  Date: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:you repeatedly state "look at the signed documents" and you are not reading my entire complaint. Your Frank Gay Technicians will not begin any work until "electronic signatures" are "recorded" on their Electronic Tablets. It is easy to manipulate and change data when it is in your control.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/13/2023

  Thank you for your feedback. Frank Gay Services is a reputable company. Our system tracks all activity by its users. A customer's signature is not able to be changed. We consider this matter closed. 

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  Plumbing - Re-Plumb house 5/31/23
  No permit was pulled until 6/12/23
  I paid in full the retainage on 6/27/23 $810 total paid for project $8,190.00 see invoice attached showing all payments made. Frank Gay has tried to make me sign a customer satisfaction agreement to give me the same 10 year labor warranty, that my son received for same re-plumb house. I said I will not sign as I am not satisfied, that I will just keep the 1 year labor warranty. They also asked my to retracted my statement on google review as well.
  
  I was told on 6/27/23 in writing per email from Sarah Cannedy “Please check your email later for the final affidavit. I sent the request this morning after our phone call.”
  
  Still no final affidavit as of 7/5/23 a week later. I emailed again today asking for the final affidavit.
  Now they are playing games and have not sent the final affidavit.
  Invoice **********

  

  Business Response

  Date: 07/11/2023

  We value the customer's feedback. Frank Gay Services appreciates the customer's patience during the 4th of July holiday and have provided all documentation the customer has requested. 

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received the original final in the mail. Until I have received, and this is taken care with the Volusia County. It is not taken care of, Frank Gay has been a bully about this whole experience. From not honoring the 10-year labor warranty to getting the final. The holiday had nothing to do with the final. I paid on 6/27/23 4 days before the holiday weekend. Most companies only take 24 48 hours to turn around a final. They took their time as to try and bully me to sign satisfaction to get the 10year warranty for labor. They gave this warranty to my son no problem, and another coworker. But only gave me 1 year on labor. They assumed I would sign to get the 10-year, no way would I agree after the way they have treated me. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/27/2023

  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.

  We signed up for Frank Gay’s annual maintenance program. At first, the technician was polite and friendly. Towards the end, he proposed several solutions to fix our AC. It seemed VERY pushy! When we declined four times, he finally started to pack up. We then noticed our power flicker; I went outside to see if there was an issue, and he was clearly upset.
  
  After he left we noticed the AC was no longer working. We called Frank Gay to get a resolution but they wanted to resend the same technician. Given his demeanor when we left, we refused the same technician. Frank Gay then mentioned it would be a new job and there a new cost if they send a new tech.
  
  Given it was nearly 80 degrees in the house, we decided to call a different company to fix the original issue. Ironically, the issue flagged by Frank Gay wasn’t an issue at all. Had we gone with Frank Gay’s proposed solutions, it would have not solved our issue.
  
  In the end, we politely asked Frank Gay for a refund of our annual program: they refused saying we already used a service. Given the poor service provided, we feel this is unacceptable.

  

  Business Response

  Date: 07/07/2023

  Our company values the customer's feedback. We have several attempts to reach the customer. We are happy to process the customer's refund request. Please have the customer contact our company to confirm the refund. 

  Customer Answer

  Date: 08/10/2023

  I did work with someone at Frank Gay, so I wish to close this complaint as 'Resolved.' 

• Initial Complaint

  Date:06/21/2023

  Type:Order 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.

  Contractor, Frank Gay Services, performed work at our residence. The company filled a Notice of Commencement, which is allowed by state of Florida statue to preserve their rights of lien if not paid. We paid Frank Gay Services day service was performed and have supporting financial institution records of this. We are now in process of selling home and Frank Gay Services has not and will not release their lien rights. This will affect the sale of home because Frank Gay still has not released potential to lien residence.

  

  Business Response

  Date: 06/22/2023

  We value the customer's feedback. We have provided the necessary document in order to resolve this matter. 

• Initial Complaint

  Date:06/20/2023

  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.

  On June 17, 2023 @ 10:14am, I contacted Frank Gay to report my new A/C and thermostat that I purchased from them and installed by them on or around August 30, 2022, was not working when I woke this morning. The ********* thermostat they installed had a black screen. I called ********* who informed me that the black screen along with the intermittent message on the screen: Waiting for update, meant Frank Gay installed a bad thermostat that was going to fail. She informed me that there is a 5 year warranty on the thermostat and I needed to call Frank Gay to replace it with a new one. I called Frank Gay immediately and was told that the “top” manager over all A/C managers said that warranty service appointments are only during business hours (even though I explained to them I have no A/C). At no point during the sale of or installation of the A/C unit and thermostat was I told there was a limited performance of warranty services. To the contrary, I was told because of the warranty I was getting by purchasing the A/C from them that under the warranty they would come out and repair anything that happens to the system for free. I was never told that unless they came during normal business hours, I’d have to pay $129 for them to come out to replace a faulty thermostat still under warranty. I paid them appx $18,000 for A/C with warranty and they installed a faulty thermostat that leads to no A/C. Additionally, the customer service representative disconnected the call while placing me on hold to escalate my request (I’m going to assume the best by saying it was unintended), but she never called me back. When I called back I got an on-call service only to “take a message” and 2 hours later I have not received a call back. No one has reached out to me. I went to the website to submit a request to be contacted but the website “send” button doesn’t work. Now I’m left with having to find another A/C company to come out to repair a warranty item that’s only 10 months old.

  

  Business Response

  Date: 06/26/2023

  We value the customer's feedback. We are working towards a resolution and will be contacting the customer with the next steps to address their concerns.

  Customer Answer

  Date: 07/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and the business has reached out to me but the issue has yet to be resolved. The thermostat has not yet been replaced nor have they offered to come out and fix the warranty item. I will follow up with the BBB this week to advise of the status. Specifically to see if they will finally send someone to fix. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service 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 did not have any issues with the installation or equipment. However i have asked multiple times for a detailed invoice and not have been provided one to date. At the time of signing the paperwork (before installation), I asked for one and was told that one would be provided. I have since made multiple attempts via email and by speaking on the phone with customer service representatives and Sarah, one of their managers. They wanted to know why I wanted a detailed invoice and said that they have never been asked to provide one before. I don't think it's unreasonable or unusual to ask for this information so I can see a breakdown on the cost associated with the new ******* *** ***********, *** *******, and installation. After may failed attempts to get this information, Sarah contacted us with what she called a detailed invoice that lists a job number, but no brand, model number, or serial number(s) of the equipment installed. I called and told her that we need this information to take advantage of an extended factory warranty by registering it with ******* (air conditioner manufacturer). Sarah said that they take care of registering this information with the manufacturer for us and that she'd get it done right away. She then calls back and tells us that she made a mistake and saw that we purchased the "economy" package and that we would have to register the product ourselves (despite her saying that she was taking care of it). We were also told that we would receive instructions on where to find the necessary model and serial numbers to register this equipment, but it was never sent - particularly after stating that I was going to file a complaint with the BBB. I don't care if they register it or not, but I think we are entitled to a detailed invoice and one that includes the Make, Model, and Serial numbers of the products purchased. An invoice with a job number does not help me at all if I have to make a warranty claim. Very poor business practice.

  

  Business Response

  Date: 06/13/2023

  When Frank Gay Services is presenting our install packages to the customer, we provide a lesser cost option to help alleviate the total install price. With this package option, it is the customer's responsibility to gather the manufacturer specs of their equipment and report this to their manufacturer to register their equipment. After the customer contacted our customer experience team, we responded and educated him on the package that was chosen. We did take one step further and also emailed the customer a photo of where he can locate the manufacturer specs for his equipment. Our company operates on an upfront cost of doing business. We presented the estimate to the customer for an all-inclusive install including (removal of previous equipment, installation of new equipment, permitting & inspections, warranties, and a 1-year complimentary maintenance membership). Our team has advised the customer of our up-front pricing on several occasions. The customer did approve the estimate prior to Frank Gay Services moving forward with the install and was able to cancel at any time. 

  

  Business Response

  Date: 07/12/2023

  Frank Gay Services offers several packages for customers looking for new AC systems. 

  Our basic economy package offers a competitive price for customers looking to save money. However, this does require the customer to pull the spec information off of their system sticker and contact the manufacturer to register their own equipment for warranties. 

  Our customer experience manager emailed a picture of the sticker where the customer can find this information. 

  Customer Answer

  Date: 07/27/2023

  So, absolutely nothing was done? How is this considered as Addressed? 

• Initial Complaint

  Date:05/18/2023

  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.

  May 2nd 2023 - repipe copper pipes on water heater, cost $1,100 paid in full.
  
  Right after repair the pressure relive pipe was constantly dripping/losing water. Called the business back to schedule follow up visit for May 9th 2023. Technician never showed up, took half day off work. Rescheduled for Saturday May 13th. Technician advised that valve on the water heater is faulty and needs replacing. Quoted me an additional $265 for the job, although first technician on May 2nd should’ve noticed this and offered replacement. I was Happy to pay for parts, but expected labor to be covered under warranty. Technician confirmed water pressure is normal, and would not have caused this to fail. After technician spoke to his manager, they declined repair under warranty and insisted it had nothing to do with their initial repair from May2nd.
  
  Called another plumbing company for a second opinion, they confirmed that issue is not caused by the valve on the water heater, but the valve installed by Frank Gay on May 2nd. Again had to take time off work for this. Company adjusted valve to stop leaking, but advised it needs replacing. Contacted Frank Gay again and asked for a call back from a supervisor. (Call finally received today, May 17th, but no resolution) By now I had water leaking into the yard for 14 days, as Frank Gay did not complete their job correct, and does not uphold warranty t&c’s. They advised they will be looking into this and contact me to potentially schedule another technician appointment. Customer service from Frank Gay is shocking and barely existent. Still waiting for the job to be completed and faulty valve to be replaced free of charge.

  

  Business Response

  Date: 05/26/2023

  We value the customer's feedback and have offered a partial refund of the service fee to resolve the customer's concerns. 

  We will also be installing the PRV valve at no cost.

  Customer Answer

  Date: 06/07/2023

  
  
  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,
  
  
  
  ********* ****