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 has 5 locations, listed below.

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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:02/06/2023

  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.

  We used Frank Gay for a total house repipe in March 2022. We also installed an whole house water filtration system. Total bill around $18,000. We also purchased a 1 year membership that entitles us to some services over the course of a year and discounts on service costs. In August we had them service out AC and spent $900 on repairs. Also in August they serviced our tankless hot water heater for $300. All service was done expertly and without any complaint. All techs were very professional and friendly.
  
  On December 30 I called them for a service call on the hot water heater for an unusual noise. The lady I was talking to put me on hold. Several minutes later another lady cam on and said our account was flagged and we were to receive no service. I asked why and she said "There are a lot of notes here. Let me review them and get back to you." I never heard back. In the meantime I called another service and set up an appointment.
  
  On January 6, 2023, having not heard back from Frank Gay, I sent an email to Billy C*******, Frank Gay Plumbing Manager, who I had met from the repipe project. (The repipe crew acidently broke an irrigation pipe while trenching for the outdoor portion of the repipe. Billy cam and agreed to pay for the repair.) I explained in the email pretty much what I have detailed here. He replied on Jan 7 - "I will check and be in touch, thank you for reaching out."I haven't heard from him despite 3 follow-up emails.
  
  We would like to know why Frank Gay has put us on this status.
  
  For you information, my wife and I are in our 70's, retired, have never defaulted on a bill, live in a nice neighborhood, have a credit score of 825 and have no police record other than a few traffic violations.
  
  We appreciate anything you can find out for us.
  
  *** and ***** *******

  

  Business Response

  Date: 02/07/2023

  Frank Gay Services is looking into this matter.

  We have contacted the customer and apologized for any confusion. 

  We will certainly do our due diligence and investigate this situation thoroughly.

  Customer Answer

  Date: 02/08/2023

  
  
  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:01/25/2023

  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 spent $2400+ on a new hot water heat in December of 2022. As of writing this review, the water heater only provides 10 minutes of hot water in the shower when no other appliances have been running for hours. They have sent technicians out 6 times and the issue is still unresolved. I finally hired an electrician, since Frank Gay said that the problem was with my circuit breaker. My electrician tested the voltage on everything and says it is working fine. This was also confirmed later by Frank Gay's electric technician.
  
  My electrician did find where Frank Gay had installed a wire nut over two copper wires connecting and the wire nut had burned through (see photos). I have tried to call management but they refuse to call me back. Instead, they just keep sending technicians out who cannot solve the problem.
  
  All in all, I still only have 10 minutes of hot water and I Frank Gay refuses to offer me a refund. PROBLEM UNRESOLVED. DO NOT USE FRANK GAY.

  

  Business Response

  Date: 01/25/2023

  Frank Gay Services is aware is this customer's issue. 

  As he has spoken with numerous managers and personnel.

  He spoke with a manager as recent as this morning on 1/25/2023 and has scheduled for a senior technician to come out.

  The customer is scheduled for 1/26/203 for another service visit and will speak with a manager after the appointment. 

  Customer Answer

  Date: 01/26/2023

  
  
  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:01/24/2023

  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 January 13th I called Frank Gay Plumbing, because of thinking I had a leak. I asked them to come out and I bought a special program they have costing 149 dollars. as it turns out It was a leak that I was able to detect and fix on my own. I immediately cancelled the call and the 149 dollar program. They promised I would get my money back to my credit card which I used to pay for the 149 dollar program, back on my credit card within 5 to 7 days, It has been more that that time and I still have not received my refund.

  

  Business Response

  Date: 01/25/2023

  Frank Gay Services has informed this customer that the standard time frame for refunds is approximately 7 to 10 business days. 

  We are notifying her that her refund has indeed been processed. 

  Customer Answer

  Date: 01/26/2023

  
  
  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:01/23/2023

  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.

  I signed a work order for some electrical surge suppression work on 12/20/22 for work to be completed on 12/22. On 12/22, there was a scheduling issue that wasn't properly communicated, and so we reduced the scope of work to merely relocating an existing suppressor. The original scope of work was $1306, and we deposited $603 on 12/20 with the remainder due at completion. The updated scope was $300, and so we requested a refund of $303 on 12/22. In Jan 2023, we received an invoice for the original due amount of $603. I have since contacted Frank Gay 3 times, once by mail and twice by phone to have the balance refunded. On each contact I have had to completely explain the situation and have had no action in returning my money. I just want my money back at this point- I will never use Frank Gay again, even though the work has always been good. It's just too hard. This was the latest in a string of communication issues with their dispatch team- they continually change appointments without checking with the customer first and without communicating the change until the customer calls to inquire about status. They have HORRIBLE customer service Please help with retrieving my funds. Thanks.

  

  Business Response

  Date: 01/25/2023

  Frank Gay Services has issued a refund for this customer. 

  Once this refund has officially been processed, we will notify the customer.

  

  Business Response

  Date: 01/25/2023

  Frank Gay Services has issued a refund for this customer. 

  Once this refund has officially been processed, we will notify the customer.

• Initial Complaint

  Date:01/23/2023

  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.

  Frank Gay Services sent an alleged electrician to bid on the cost of rewiring my entire house. He took pictures and quoted me a price of $16,000 and said they could complete the job in one and one-half days. I gave them a $5,000 deposit, and paid for their "home warranty protection plan" for $149. They received their money within 7-10 minutes of my signing the contract. The following day, the two electricians who arrived to do the work said the job was at least a two week job and the price would be nowhere near $16,000. Later that day, the same alleged electrician came back and was so sorry that he underbid the job because he didn't take the right pictures. They told me the price would now be $33,000. I said I didn't want to do that, and I wanted a full refund for $5,149.00. When the "manager" talked to me that same day, he said he could refund my money within an hour. Two days and six phone calls later, I still do not have my refund. The first time I inquired, I was told refunds take up to 7-10 BUSINESS days. I told the representative that was absolutely unacceptable because they got their money out of my account within 7-10 MINUTES. All calls since then have consisted of me talking with yet another representative and being told they are trying to get it processed. One of the reps said she could call the manager so he could expedite. I asked for the manager's phone number and she said "she wasn't authorized to give that out." She put me back on hold for 10 minutes, then said she couldn't reach the manager, but she was going to send an email to accounting asking for expedited service. Frank Gay Services is a call center, not a legit repair business. The people they send to give estimates are NOT the professionals who will actually work the job--they are SALESPEOPLE. For someone to quote me a price and then more than double it because they "under-bid it" and not refund my money immediately is unethical and offensive. These are shady, illegal tactics and I am furious.

  

  Business Response

  Date: 01/25/2023

  Frank Gay Services has refunded this customer.

  It is standard business practice that all refunds take approximately 7 to 10 business days.

  We understand someone informed this customer she would receive her refund a lot sooner than the standard time frame. 

  Because of this we did all that we could to expedite this refund. 

  The refund has been processed and returned to the customer.

  Customer Answer

  Date: 01/26/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution is satisfactory to me, but I am disappointed that I had to register a complaint just to get a refund. It wasn't really expedited as they claim; I received the refund 7 days after my original request.
  
  
  
  Sincerely,
  **** ***********

• Initial Complaint

  Date:01/17/2023

  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.

  My outside AC unit was making a funny sound. I called Frank Gay's. The tech said it was Starter. Part would cost $397. plus labor. When he put on starter it started up. I made comment that the fan was turning. He moved his arm and unit went dead. He immediately said "Oh No, lady you need a motor for your fan. I asked him how much for motor. He said he had to go to van and call the office. He came back in with a cost of $1867. He said it would cost $1867 plus the $411.00 I already paid. I said I didn't like that louder than before noise the unit was making. He then said he couldn't fix the noise as you can't buy parts for it. He said instead of paying over $2200 that I should apply that money to a new unit which cost between $9,000 and $12,000. At that point (gut feeling) I said forget it all and let me think about it. I felt rushed and overwhelmed. I told to take the starter back and forget it all until I had time to think about all of this. His answer was I am not putting your old starter back on it. I made sure he left the old one. That tech acted like he was mad at me the whole time. I told him so and his answer-"Mam, did you ever have a job? Me:Yes I have. Tech: Did you follow their policies? I am following policy. My answer, Yes, I did follow policy but I had a better attitude than you. After he left, I'm thinking a need a new unit I called another ac company for estimate. That tech asked me if he could look at the unit before giving me a price for a new one. He looked at it, put my supposedly bad starter in it and it started up. No noise! The problem was that a lizard had gotten behind the defrost board and shorted wires out. The tech from the other company said he heard that Frank Gay's techs work off of commissions and they are salesmen. I had to put in a dispute at my bank as Frank Gay's tried to charge me that 411.00 - total cast being $500. hmm. They refunded the $411 but now I want my $89.99 back too. No receipt

  

  Business Response

  Date: 01/18/2023

  Frank Gay Services has spoken with this customer to explain that they should be receiving their additional refund is just a few days.

  Customer was very understanding,

  We will certainly do all that we can to make things right with our customers.

  Customer Answer

  Date: 01/20/2023

   
  
  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,
  
  
  
  ****** ******

  Very quick to resolve.  Their customer service was quick to resolve.  Thank you BBB for your help.

• Initial Complaint

  Date:01/16/2023

  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 12/19/22, I scheduled with Frank Gay Services (FGS) to repair my heater, the service call fee is $89. Upon arrival the tech examined the indoor unit and verified the part to repair the system was no longer available.
  Since the part was not available, I was quoted $11k for a new system. Updating would also require replacement of my Federal Pacific Company type electrical box which he stated have caused many “house fires and deaths.” FGS could also provide this service for an additional charge.
  I was offered a $60 annual service plan that provides a 10% discount on services, including the installation of the new unit. I paid $149 which I was told was for the $89 service call and $60 for the first year of the plan. I did not receive a written proposal or invoice.
  On 12/21/22 I called **** ****** ******* and ** *******s, and my heat was restored for $95 with the opening of a gas valve.
  On 12/21/22, I called FGS to cancel my service agreement and the electrician. I requested a refund of the $60 for the plan I would not be using. I was told the “enrollment fee” is non-refundable. The $149 I paid was $99 for the plan and a $50 enrollment fee. On 12/23/22 via email I received a “Customer Satisfaction Agreement” and after signing within 15 days I would receive a refund of $60. This is an NDA preventing me from sharing the details of the incident online. I find it odd that a company who is acting in good faith and doing their best work would be concerned about online reviews. I refuse to sign this agreement.
  I would like to note I did provide a positive review for Donavan on the day of his visit on the FGS website as he seemed knowledgeable and trustworthy.
  I am requesting refund of my $149. The tech did not diagnose my problem and instead seemed determined to sell me an $11,000 system I did not need utilizing scare tactics such as stating my system was “illegal” and that my electrical box is a hazard.

  

  Business Response

  Date: 01/17/2023

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

  We certainly appreciate the opportunity to resolve this matter to the customer's satisfaction.

  Customer Answer

  Date: 01/26/2023

  
  
  Better Business Bureau:
  
  
  On January 23, 2023 I spoke with Jackie V***** with Frank Gay Services.
  The issue has been resolved and i am receiving a full refund of what I was charged.
  Thank you Jackie for taking your time to listen to me. You understood and resolved the situation with
  refunding the money.
  Jackie you are a asset to Frank Gay Services.

  
  Sincerely,
  
  
  
  **** ***** *********

• Initial Complaint

  Date:01/12/2023

  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.

  We was told it would take about 4 to 5 days to complete the plumbing job. It has been almost two months they just came on January 9 and laid the concrete on my front porch and the walk way. As you see in the pictures nothing is even I will have to hire somebody to come out and complete the job right.it looks like a child had done the work. I have sent them two emails and no one has replied. I just want my house done right. I'm sure if I lived in an expensive neighborhood I would have gotten better job

  

  Business Response

  Date: 01/17/2023

  Frank Gay Services is looking into this customer's concerns. 

  We will be contacting them directly to see how we can resolve this matter.

• Initial Complaint

  Date:12/13/2022

  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 had an AC unit replaced and I've called 6 times to close the permit but I can't get resolution.

  

  Business Response

  Date: 12/14/2022

  Frank Gay Services has informed their permitting department of this customer's concerns.
  We are looking into this matter and will be providing the customer with an update fairly soon.

• Initial Complaint

  Date:11/25/2022

  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.

  Contract with Frank Gay services in July 2022 to install a new air conditioning system in furnace. They installed the system, with a faulty control board, and stated they had one on order and would be able to replace it soon. I called several times in an attempt to get an update on the backordered part, never got an answer on when it was ordered or when it would be in. Fast forward to November, they called me and stated that they had the part and needed to install it immediately. Did not call me to schedule an appointment. Just showed up at my residence. The technician was very hostile, stating that he had to do the work immediately and attempted to take care of the work that day. I had the supervisor call me and we scheduled an appointment. The next appointment they were a no-show for the agreed-upon time and we scheduled another appointment. Upon showing up for this second appointment, they changed the control board and then attempted to correct the electrical that would not pass code. Again this was all done prior and now is rework. They also changed the flute tubing which they had reused originally from my old furnace. I've asked multiple times when the control board was put on order, and when it was received, I've never gotten an answer, and we have never been shown any type of paperwork as to when it was actually ordered. I find it hard to believe that they could not get a part in for nearly 4 months. Technician attempted to collect on the remainder of the installation bill without the work being done and without passing code inspection. Be aware they want to collect on work not completed or to code.
  

  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/01) */
  Contact Name and Title: Sarah C******
  Contact Phone: 2392045070 ext 1062
  Contact Email:**************************
  Frank Gay Services has reached out to the customer and addressed his concerns. We have relayed his concerns to upper management and will be working towards a prompt resolution.