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:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last July I purchased a brand new ac unit through Frank Gay. It does not work, and they refuse to accept responsibilty. Instead of fixing my AC, they are asking me to reach out to my HOA to install lines in the side of a building due to the copper lines appeanrtly having a leak. Considering I spent several thousand dollars on a brand new ac unit by Frank Gay, I would think they would have the ability to fix my AC. Either finish the job or refund my money, next step is to contact an attorney based on the Magnuson-Moss Warranty Act and/or Florida's Deceptive and Unfair Trade Practices Act.

  

  Business Response

  Date: 05/23/2023

  The homeowner purchased a new a/c system from Frank Gay Services, and it was installed 6/27/2022, during that installation as per our install process the install crew pressure tested the line set to 300psi and soap bubbled the new fittings that were done with the installation. The pressure test held with no issues and the next step in this process is a vacuum. The vacuum allows us to prove that there's no leaks in the system by using a tool called a micron gauge. A micron gauge is a device that we used to ensure that there's no leaks present in a system. Our techs micron gauge pulled down to 227 microns and passed what is called the "decay" test. A decay test is where we let the vacuum sit for 10 minutes to see if the micron level is increasing over 1000 microns. If the decay test fails, it means there is an extremely small micro leak. In this case the system held below the decay test. The homeowner then experienced a no cool on 7/14/22. Frank Gay was unable to locate a leak using an electronic leak detector, our crew was unable to locate any leaks. We then performed an isolation test at no additional cost to the homeowner. An isolation test is when we separate the evaporator coil from the line set and the condenser from the line set. We then pressure test the evaporator coil and line set with nitrogen and then perform an electronic leak search on the condenser. We discovered during this leak search that there's a leak in the line set at this point the homeowner and the HOA need to come to some sort of an agreement as to how the line set is going to be ran. The AC operations manager performed a site visit 5/22/2023 with the install supervisor, Jon L*****. We verified that the line set goes underground into a PVC chase pipe. The fact that there's a chase pipe allows us to be able to run the line set underground, but to do that we'll need to remove 2 water heaters, 1 in unit **** and **** as well as remove the air handlers in units ****, and ****. The reason we will need to remove this equipment is to minimize the risk of breaking PVC pipes as well as not being able to fully access the existing copper pipes. Without access to these units and the owners/tenants approval, the line set cannot be replaced. The second option we've found that was doable is to run a new line set up the exterior of the wall using a specialty line set cover that looks like a gutter material so it's not an eyesore. This option is the cheaper of the two and doesn't require any access into the other units to have to remove water heaters or air handlers.

• Initial Complaint

  Date:04/26/2023

  Type:Delivery 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 had a plumbing service done with Frank Gay and included was an HVAC cleaning maintenance, I had the cleaning done in Dec 2022, 4 months ago and now my coil has a leak ! $1200 repair !!
  I reached out to Frank Gay and the manager would NOT even get on the phone and speak with me.
  He had his customer rep, tell me its not their fault!?
  My system is BRAND NEW and they were the ONLY ppl that did anything on the system and now I have a leak in the coil !!!!!!
  They give a cleaning free so they can come cause damage in hopes they'll get more work .
  Well, since you couldn't speak to me on the phone. You'll be speaking to me in court!

  

  Business Response

  Date: 04/26/2023

  Frank Gay Services provided plumbing services to this customer in February 2022. 

  At this time, this customer purchased our Home Care Maintenance Plan.

  On December 6th, 2022, this customer received AC maintenance from Frank Gay Services. 

  At the time of maintenance, our technician documented that her AC system was in great condition and the only minor issue was that there was some debris in the outdoor condenser. 

  Which he removed at the time. 

  He did recommend a UV system to protect her brand new unit from any bacterial growth in the future. 

  There were no leaks, or any kind of damage.

  Months have gone by and this customer has never contacted Frank Gay to say she was experiencing any issue at all. 

  On Wednesday, April 26th, 2023, this customer contacted customer support accusing our technician of damaging her AC. 

  There was nothing malicious that occurred during the Ac maintenance, as well as there were no issues with the AC in the months that followed.

  Customer should contact her installers to see if this is a manufacturer defect.

   

  Customer Answer

  Date: 04/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As you stated.  Everything was perfect with my unit until your company showed up .

  We will resolve this in court at a later date.  We can let the Judge decide. 
  
  Sincerely,
  
  
  ****** *******

  

  Business Response

  Date: 05/01/2023

  We are confirming the customer's system worked for 5 months following an AC maintenance. 

• Initial Complaint

  Date:04/25/2023

  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.

  Many issues with this company but the main one being the electrical work done. Received quotes for outdoor fan, guest room fan, master fan replacement and installation along with electrical work for master bath remodel on 1/30/2023. 3/15/2023 scheduled all services to be completed. Wrong person was sent out and it was cancelled because we were told the guy that gave us the quote had to do the work.
  3/17/2023 scheduled electrical work with correct person but he showed up unprepared to complete job. Deposit was paid at this time.
  3/21/2023, job completed.
  However, 2/3 fans don’t work, one actually had a blade go flying off at high speed and thankfully did not hit us, the other has flickering lights, makes clicking noises and acts like it’s not properly hooked up.
  Bathroom remodel was sloppy. Exhaust fan looked like a toddler went and cut a hole in the ceiling with huge gaps between the fan and the ceiling, can lights were sloppy and looked like they were just shoved into ceiling and had spaces between lights and ceiling and ceiling damage. The whole process and work was just sloppy and unprofessional.
  Not to mention we realized we paid about 400$ more for this exhaust fan than we did for the exhaust fan another company placed in our other bathroom 2 years ago. I get inflation but over 400$ difference? And for sloppy work?
  I emailed their customer service 3 times with pictures and asking for follow up and have not heard back and it’s been weeks. I was trying to avoid a review on here but apparently they don’t care too much.
  We had to pay our contractor to clean up the master bath job by fixing the ceiling where the electrician left damage.
  The electrician also didn’t clean up ANY of his mess. Bolts, trash, old fans, screws, garbage, everywhere.

  

  Business Response

  Date: 04/26/2023

  Frank Gay Services has contacted this customer to address their concerns. 

  This customer will be submitting a competitor's invoice as well as some photos for us to review. 

  Once upper management has had the opportunity to review everything, we will make speak with this customer again with a resolution. 

  We hope to resolve this matter to the customers satisfaction. 

   

  Customer Answer

  Date: 04/26/2023

  
  
  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:04/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/8/22, I called Frank Gay's Services to reinstall 2 of my toilets, after having my new floors installed. I was quoted (Quote# *********) $430 for both toilets being reinstalled, which included new fill valve, flush valve, flapper, tank bowl kit & gasket, hand & supply. They only changed the "guts" in 1 of my toilets, charged me for removal of 2 toilets, when they were already removed by the flooring guys and then charged me $894 (Invoice# *********).

  

  Business Response

  Date: 04/18/2023

  Frank Gay Services has made an attempt to contact this customer to address her concerns. 

  This customer has contacted our company one time and that was for services in June of 2022.

  We have uploaded the signed estimates and invoice, as well as a screen shot of the call logs. 

  It has never been brought to our attention that this customer ever had any pricing concerns.

  Customer Answer

  Date: 04/25/2023

  
  
  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:04/11/2023

  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 paid $542 to open drain clogs total time the guy work on it was about 15 minutes the overcharge was about $300

  

  Business Response

  Date: 04/12/2023

  Frank Gay Services has reached out to this customer to address their concerns.

  We have since resolved this customers concerns and the matter has been resolved.

  Customer Answer

  Date: 04/13/2023

  
  
  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:04/11/2023

  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.

  On April 5th I reached out to this company for shower repair. I knew what the issue was and explained to the tech my concern. I assumed it was a shower head valve I was told that of this wasn't the issue a leak test would need to be completed which would consist of going into the drywall for $259. However on the phone I was told the diagnostic for shower repair is $39 and would come off the total for repairs. As soon as the tech touched the shower head it broke off in his hands. He repaired the shower head and then charged us $259 for a leak test and $253 for the repair...wow. I called customer service and the rep on the phone argued with me and was very rude advising me that per the tech notes he did complete a leak check. She did not want to hear my complaint and disputed me the entire time on the phone. I asked for a manager she alleged she was a manager. I asked to speak to someone above her . She came back on the line and stated no one was available and she would make a note for someone to call me. This is my first and last time using this company this was highway robbery as there was not any leak testing completed or needed. The tech told me IF a leak test is needed that would be the cost and ge would let me know. The initial conversation with the tech were regarding possible outcomes and worse case scenario issues not actual charges. This should have been only tye $39 diagnostic in which that should have been deducted from repair cost per my conversation when the appointment was made over the phone $512 to repair my shower head still floored by this experience and the rude customer service when voicing my concerns regarding the charges.

  

  Business Response

  Date: 04/12/2023

  Frank Gay Services has been made aware of this customer concerns. 

  We have addressed this customer's concerns and refunded half the cost of what they have paid. 

  Frank Gay Services considers this matter resolved.

  Customer Answer

  Date: 04/12/2023

  
  
  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:03/01/2023

  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.

  Crooks and dishonest company, they will take your money!
  
  Thought I would give this company, another shot, but boy was I wrong! 1st someone was supposed to be here between 2-4 on Sunday ($129) 4pm comes around and no call no show. My boyfriend missed out on almost 2 hours of pay because he was waiting around for someone to come. I called the main number and the Lady was like “I’m sorry, but weren’t scheduled a technician” I also called and asked for a supervisor and was told “they were at lunch and they would get back to me.” Guess what no response! Update on the call. I had to call back and guess what? They will not refund not a single cent due to their negligence of scheduling.
  
  1st time they came out last year they said it was “my thermostat”, but now that it looked back that was not actually the problem. Old thermostat 1 yr old out $400 later. Unfortunately, I needed a quick fix because my home warranty company was taking forever to get somebody out here. This was in the dead heat of summer. They definitely will pray on you and women knowing this. 2nd time they came out, which was yesterday he said I needed a dual capacitor which was $291. The technician also stated that I needed a new unit $11k???? He had to come back today because of my scheduling conflicts to replace the Dual capacitor. He then called me after the job was done and was like “oh wait, there’s more”
  Not once was mentioned yesterday that I needed a blower motor until today. Little did he know that was already replaced back in November of 2022 (4 months ago) so that would be an additional $950. Again, I wish I would’ve waited for my home warranty the few extra days, rather than go back to this company! I’ve definitely learned my lesson

  

  Business Response

  Date: 03/01/2023

  Frank Gay Services has reached out and addressed this customer concerns.

  We will be refunding the customer in the amount of $129. 

  We greatly appreciated the customer taking the time to speak with us and allowing us to make things right.

   

  Customer Answer

  Date: 03/02/2023

  
  
  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:02/21/2023

  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.

  We got overcharged drastically in basis that my son in law signed a form that kind of tricks people into surrender to what ever the do. He was charged $776.00 but ultimately I am responsible for the payment because I own the home. To add injury to insult, the did not even patch the hole they left "arguing" they did not get enough money to do that. Total parts spent as per home Depot research $20.00. I want a refund for the over charge.

  

  Business Response

  Date: 02/21/2023

  Frank Gay Services has attempted to reach this customer to address their concerns.

  We had no luck via phone so we will try via email. 

  Customer Answer

  Date: 03/21/2023

  They did predatory charges for a repair not worth more than $300.00. instead they made my tenant sign a form before they started and charged him $776.00, money that I ultimately had to reimburse. Frank gay plumbing did not repair the wall, they offer to repair it for free and said " that was something they charged $300.00 to do. But, I had repair the wall prior to them contacting me. So I said, "then refund me $300.00 and we call it quits. They offered $100 then backed up from their offer and communication stopped. I filed a complaint before and for some strange reason your office closed the case prior to get to a settlement. So, Frank Gay backed up and decided not to continue. Leaving me out in the cold. That is no way to resolve the case. I want a resolution. Frank gay made an unreasonable offer to settle and claimed they made the effort, but in reality they know how to get out of your radar and walk away untouched. They also seem to know how long you people persue a resolution so they postponed their responses to avoid you and I. To me it seems like your office supports them more than supports the consumer. I am available for discussion. It will seem better to communicate by phone because by email makes very impersonal. I await your response. Sincerely ***** * ********* Ps. I submitted pictures before.

   

  Billing Adjustment

  

  Business Response

  Date: 03/22/2023

  Frank Gay Services had made attempts to repair the wall but the supposed landlord, stated that he already fixed it. 

  This was not paid for by the actual customer, who is the tenant. 

  However, we offered to repair it free of charge, again this was declined. 

  The landlord demanded we compensate him for repairing the wall, this demand was declined. 

  Frank Gay Services did make a counteroffer to which the landlord agreed to and was refunded.

• Initial Complaint

  Date:02/15/2023

  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.

  This guy only came to my house for a few minutes and start asked me for $39 and refused to leave, he didn't take apart what he thought was a problem, didn't do any work, didn't have a receipt that I agreed to sign, frank gay really should refund my money.

  

  Business Response

  Date: 02/17/2023

  Frank Gay Services has made an attempt to reach this customer to address their concerns. 

  We were not successful in our attempt, but we did leave a message to inform them that we will be refunding the $39 assessment fee. 

  However, we would like to state that it is visible on our website that a $39 visual assessment fee applies for all plumbing and electrical appointments. 

  Customer Answer

  Date: 02/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1:they didn't send me the refund.

  2:they didn't leave me any voice mail.

  3:they didn't call me and they don't answer the phone,I called this company 3 times,nobody answer the phone.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 03/01/2023

  Frank Gay Services was attempting to speak with this customer to address their concerns. 

  However, since we are unable to reach them by phone or email, we will provide the requested refund of $39.00.

  We have provided a direct contact number should this customer like to speak with management directly about this issue. 

  Since we have issued the refund, we are considering this matter resolved.

• Initial Complaint

  Date:02/14/2023

  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.

  This is a long one. My a/c went out in the middle of summer in FL and I work from home. Called Frank Gay and let them know that is wasn't an a/c issue but electrical. They sent an a/c and he stated what I already knew but they couldn't get an a/c rep out until the next day. The guy doesn't show up until the end of the day stating that he didn't know that the electrical issue was causing the a/c to not work. Stated that the breaker for the unit was worn out but there was no room for a new breaker and we agreed that we needed an all new panel, 3 actually. Also paid an extra $1K for a lightening thing in the outside panel. Was told the project would start the next day and take 2 total costing $10k total. Took them 3 days of me calling/texting before they finally started. Took 5 days for the project to be completed. Then, a manager shows up to confirm it's ready for the city to sign off. Next day same guy shows up stating that he notice something yesterday that was a quick fix and he had the shut off the power for a few minutes. Ended up taking 5 hours and my 4yo was home sick that day. As she and I were standing in the back yard I told her to step away from where the guys were working (at this point, 4 hours in, I didn't trust them anymore) and a fireball shot out of the panel and my daughter would have been hit if she hadn't of moved. Next day, the a/c turns off again and I have to get a late night guy out and he finds a ton of stuff wrong that he had to fix. Finally the city clears the house. 1 month later outlets stop working, lights are flickering, my ENTIRE office has no power. FrankGay is not answering my calls anymore. I call a different company and they basically are shocked the house passed and takes pictures of everything Frank Gay did wrong. I talk to a manager at Frank and send the photos. Also found that they drilled through my living room wall. Have reached out via email and phone multiple times with multiple different people. I want my money back.

  

  Business Response

  Date: 02/16/2023

  Frank Gay Services was made aware of some minor issues with the electrical installation.

  The date of original installation was July 21st. 2022 and returned for repairs on August 23rd and 26th, 2022. 

  Our electrical manager has reached out to this customer on multiple occasions but have not been successful in their attempts. 

  We have provided this customer with direct phone numbers to our managers, but she has not called them back. 

  Attached are screenshots of the call logs. 

  They most recent call was made by Frank Gay Services to the customer.

  The last time this customer attempted to reach us was the beginning of December 2022.

  Customer Answer

  Date: 02/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I responded every single time with an email response, I was requested usually to send the information I had and 'the Manager' would follow up.
  
  
  
  Sincerely,
  
  
  
  Julie **********

  

  Business Response

  Date: 02/21/2023

  Frank Gay Services cannot be held responsible for the customer going with another company's assessment.

  If there were any issues with our installation, the customer should have brought it to our attention. 

  Our work passed a final inspection performed by the county. 

  We have uploaded a copy of the passed inspection as well as the certificate of completion. 

  If the customer has an issue with this they would need to contact the county.