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

  
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  Frank Gay Services, LLC

  333 W Granada Blvd Ormond Beach, FL 32174-6295

  
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  Frank Gay Services, LLC

  3763 Mercy Star Ct Orlando, FL 32808-4654

  
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  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:11/18/2022

  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.

  I am 68 years old, retired, on my own, and living on a fixed income. On 5/31/2022 both my toilets backed up, and water all over the floors. I've had problems with tree roots growing through my sewer pipe out by the street. The last company to come out snaked the roots out, and charged me $250 - $300.
  Well, came the day both of my toilets back up onto the floor. I'd seen Frank Gay trucks in my area before, so figured they were reliable. BIG mistake!
  A kid, Bryan V. comes out, and asks me where he should snake it out from. What am I, a plumber? Does he know what he's doing? NO.
  I told him I THOUGHT the last company pulled a toilet, and went in THAT way, but I wasn't sure. So he rolls his apparatus into my bathroom, breaking a piece of trim between the wood floor, and the tile.
  About 20 munutes? later, he tells me his equipment is stuck in my sewer pipe, and he can't get it out!
  So, he calls for backup. Soon, two other guys show up to help him. His gear REMAINS stuck in my sewer pipe. Eventually, the new spokesman for the three, Kenneth H. explains that they can fix my problem, but need to bust up my sidewalk, and dig down to the pipe, thus fixing my clog, and extracting their equipment.
  But DON'T WORRY, Kenneth says! The charge will be $6000.00!, BUT, my homeowners insurance will pay for it! He said its done all the time. Just sign for their loan, all drawn up on Kenneths tablet, and they can get at it!
  So, here I am, water on the floor of both bathrooms, toilets out of commission, and these guys equipment stuck in my sewer pipe. Well, I'm getting reimbursed, right? And I need my toilets to flush, right, so I sign the loan paperwork.
  Well, the insurance only paid half. Frank Gay walked off with $6K for what should have been a 2 or 300 dollar job. And I'm stuck paying back a $6000.00 loan, because they got their equipment stuck in my sewer pipe. A call to Jackie/FG last Wednesday, with an estimated time for judgement on my 3k request as Friday 1/11/22 has been ignored.
  

  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/11/21) */
  Contact Name and Title: Sarah C****** / CES Mgr
  Contact Phone: 2392045070 ext 1062
  Contact Email: *************************
  The customer has spoken with every single person we have in management multiple times.
  
  We have advised the customer an insurance claim with his provider is out of any contractor's control.
  His request needs to be directed to his insurance company as we cannot approve a refund due to partial approval from his insurance company.
  
  Additionally, the scope of work was justified for a long-term resolution. We quoted for a short-term repair (cable) in which there is a risk especially due to a recurring drain blockage and we also quoted for the long-term repair.
  
  The customer chose to try the short-term repair which was not successful.
  We then proceeded to waive all repair costs of the short-term repair and proceeded with the long-term repair.
  
  
  Consumer Response /* (3000, 7, 2022/12/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Frank Gays response is simply a lie to keep from having to be fair, and hold themselves responsible for their work.
  1. No "short term - long term" solutions were EVER discussed. nor was any waiving of any charges. I made NO such choice as claimed in their response to me.
  2. My insurance company already paid me what they say they owe, and I told Frank Gay this. My insurance company has nothing to do with this complaint against Frank Gay.This is just another tactic to confuse, stall, and prolong a resolution, exactly what Ive gotten from Frank Gay through this entire ordeal, which is why I have spoken to multiple people mutiple times. Instead of doing the right thing, all I've ever gotten from them is the runaround.
  3. At NO time were ANY prices quoted me, and no choices/options given me, until they got THEIR equipment stuck in my sewer line. any mention of which has been conveniently omitted by them in their response back to me and the Better Business Bureau. But I'm sure the guys that did the work will remember.
  
  As such, their response is severly inadequate, and not acceptable.
  
  
  Business Response /* (4000, 9, 2022/12/05) */
  This customer has stated that they were not provided estimates for both short- and long-term resolutions. However, he approved both. We have the signed estimates, first he approved the short-term remedy, which he was made aware this is a short-term fix. Since the issue required a more in-depth repair, he opted to go with the long-term fix. Frank Gay Services then offered to apply any monies paid for the short-term remedy towards the long-term repair. This was then agreed upon by the customer. He then called back once all work was completed asking for all invoices and estimates because he was trying to get reimbursed by his insurance company. Since he was only partially reimbursed by the insurance company, he is now calling Frank Gay Services demanding a partial refund. All work was done to code and customer is not eligible for any refunds just because his insurance company would not provide him with a full reimbursement.
  
  
  Consumer Response /* (4200, 11, 2022/12/13) */
  From: *************************
  Date: Mon, Dec 12, 2022 at 7:27 PM
  Subject: Re: Case ID*********
  To: **************************************
  
  
  Hello*********
  I read Frank Gays response. They are still covering up the fact that the reason they had to dig down to the pipe was to release their stuck equipment. They have continually and conveniently left that out of any of their correspondences. i did sign paperwork while I had water on the floor in two bathrooms because their employees told me that my insurance would pay for the work. "We do it all the time" the lead guy told me. And those 3 guys who did the work know that they got their equipment stuck in my pipe, and the couldn't get it out without digging.
  
  As you can see by the volume of complaints that these guys are not reputable, and are taking advantage of people.
  So, can you tell me what options there are at this point?
  
  Thank you,
  *********
  
  Business Response /* (4000, 13, 2022/12/14) */
  Frank Gay Services has repeatedly explained to this customer that this is a matter between him and his insurance provider. Frank Gay Services considers this matter closed.

• Initial Complaint

  Date:11/14/2022

  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.

  Frank Gay first came out in September for a clogged pipe in our house. They unclogged the drain, convinced us to buy their $199/year family plan, and showed us a camera view of our pipes. They said our cast iron main line needed to be replaced immediately. We trusted them & signed a $30,000 contract for replacement of the cast iron pipes along with a section of pipe with tree roots. They said the entire job would be done under the house or outside & regardless of any issues discovered, the price wouldn't change. When the job started, they realized they had to tear up our tile patio which would increase our price. They also said they don't do tile so they'd replace it with a concrete slab. After speaking to the manager, they sent someone out who said he'd try to find matching tiles and they would do us a favor by not charging us any extra. The field manager agreed that the first technician used 'scare tactics' to get us to sign the initial contract. We signed a new contract for $13,700 for them to only replace the piping in our yard. This was 2 months ago and the project is still not done. A city inspector has failed it twice and we have had a 40-foot-long, 2-foot-deep hole in our backyard since the end of September. We've found pieces of glass, rusted metal, blades, etc. in the piles of dirt that they dug up. We have dogs and this large hole and sharp objects are extremely hazardous to them. When I contact the business, they say they will call me back, but never do. They say they are going to come to our house on a certain day but never show up & do not call to let us know they won't be coming. Their excuse is that they are short-staffed. Two projects have been completed for 3 weeks now, the 40 ft section of pipe & a water shut-off valve for the house. Both have been installed incorrectly and even after failing inspection twice, no one has come out to fix either issue in those 3 weeks.
  

  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/16) */
  Contact Name and Title: Sarah C******
  Contact Phone: 2392045070 ext 1062
  Contact Email: *************************
  Thank you for notifying our company.
  Our job is to make home projects easier on our customers and we apologize for the inconvenience.
  
  We stand behind our work and look forward to speaking with you soon to work towards a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/11/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After 3 days of calling and being hung up on or told I would get a call back, techs showed up at 8am on Thursday and shut our water off with no notice. They fixed the main water shut off but broke a piece of the siding off of our house. They aren't coming back until Monday to look at the pipe in our backyard so we still have the hole in our backyard. Nothing about this has been easy for us. I have had to take days off of work and I've had to make so many phone calls to the company, just to get them to do their job. We are spending almost $14,000. I would expect they would be the ones handling all of the appointments and inspections and making sure everything works correctly. Instead, they are dragging their feet and doing subpar work.
  
  
  Business Response /* (4000, 9, 2022/11/22) */
  As of yesterday morning, 11/21/22, this job is 100% completed and backfilled.
  
  We were not able to make it to the city to talk with the chief inspector as he is out for the holiday.
  We are still going to try next week.
  
  As far as the customer, she stated yesterday that she was extremely happy with the work and getting everything completed.
  We have met every request made by the customer to our install manager.

• Initial Complaint

  Date:10/20/2022

  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.

  Called to get a quote on having an electrician come out to repair an outlet. They said they would send someone out but it would be a 39.99 fee to look at it. If I chose to go with the service the fee is credited. I wasn't aware the fee is just for them to take a picture and give me a quote. That is outrageous. If I'm charged 40 dollars to have someone come out then another 300 to diagnose it makes no sense... why not tell me the diagnose fee over the phone?
  

  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Contact Name and Title: Sarah C****** / CES Mgr
  Contact Phone: 2392045070 ********
  Contact Email:**************************
  We value your feedback as a consumer.
  
  The $39 assessment is for a visual inspection as stated when booking an appointment.
  
  Some visits do not require a further diagnostic which is why this is not discussed over the phone.
  
  Additionally, we did not charge the customer the $39 assessment fee.

• Initial Complaint

  Date:10/18/2022

  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 have been calling Frank Gay Plumbing trying to get a reimbursement from a yearly membership that we don 't use and just charged our credit card again. We keep getting told they will have to email the person that handles that and they will contact us. We finally received a call from Sarah that asked us why we are not wanting to renew and I told her we feel we were over charged for our service we brought them in for and just want to cancel the renewal, she then says she doesn't do the charge reversal and will have the person contact us and of course they never have. They certainly don't have good customer services as this should have been an easy request. We would like them to reimburse our membership fee since we do not use them for yearly maintenance. We don't feel comfortable having them in our home.
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Contact Name and Title: Sarah C****** / CES Mgr
  Contact Phone: 2392045070 EXT 1062
  Contact Email: *************************
  Thank you for contacting our company.
  We encourage you to check your credit card statement.
  The reimbursement was completed the next day after you spoke with Sarah.
  We have attached the refund receipt for your records.
  
  
  Consumer Response /* (2000, 7, 2022/10/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you Sarah, but I haven't received my statement yet to see the refund or a call from your office letting me know you have refunded the yearly maintenance charge, that would have been nice!!

• Initial Complaint

  Date:10/17/2022

  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.

  Our hot water heater stopped working about 2 Oct. 2022. We thought it was the pilot light and as I am 86 we called The company that installed it 2 years ago. It seems they were bought out since then . The technician said we needed a new gas control valve and his diagnosis was $286 and was due on the spot. I asked for a printed or hand written bill detailing what was done and the cost. He said he couldn't do that but when I talked to his boss he said we'd be sent a receipt with the info on it. The estimate for fixing the valve was $990+. I said that was about what we paid for it new. The tech said don't worry about it the warranty would pay it. When I called the number for the warranty they said no problem your covered 100% parts and 150% for the rest. So we had them fix it the next day. When I called the number the warranty person gave me to contact the Billing Dept. they told me only parts were covered and they needed a list of each item and labor. I have called Frank Gay at least 4 times have not received the breakdown. On todays call Erin said she would call back, it is 4:10 and nothing. I can't report fraud until I know how much the warranty covers.
  

  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Contact Name and Title: Sarah C****** / CES Mgr
  Contact Phone: *******************
  Contact Email: sarah.c******@getbest.com
  Thank you for bringing your experience to our attention.
  
  Our team is reviewing the warranty coverage from your water heater install.
  
  We will be in touch soon to discuss your account and the next steps.
  
  
  Consumer Response /* (3000, 7, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reply was we don't itemize the way ***** requires. I am in the process of sending our claim to ***** with the non-itemized list.
  
  
  Business Response /* (4000, 9, 2022/11/04) */
  Thank you for the update.
  You are welcome to have ***** contact our company and we will explain how we bill.
  
  
  Consumer Response /* (4200, 11, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ms. C****** provided a % Parts, labor and profit list that I will forward to the water heater co. (*****). We would like to get this settled and will contact Ms. C****** to try to come to an agreement.
  **************
  
  
  Business Response /* (4000, 13, 2022/11/09) */
  Thank you for the update.
  We will await your response.

• Initial Complaint

  Date:10/12/2022

  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.

  October 4 - Total Refund. Would not have done the job at this time if there wasn't a leak. I hired Frank Gay to do leak detection - he called me to say that there was 18K gallons water running that i needed to immediately turn off water and I'll need to repipe home - there was mention of potential sink hole and that the 10,000+ dollars he quoted would be reimbursed by the Insurance Company so might as well do since a patch would be fine but the pipe would burst elsewhere. Of course very upset because I could not afford it...but relieved that he told me the insurance would cover .. I of course told him to go ahead. I don't need other quotes or 2nd opionion since the insurance will reimburse. The day of work.. The insurance company asked me for the leak detection water line scope.. confirming or denying pipe leak.. called T* he said oh I didnt do one. I asked how he knew it was a water line leak.. he said it's obvious ..18K gallons of water it's a leak ANOTHER LIE! The villages told me my water use was normal. I would not have repiped my house right now if it wasnt a leak and we still don't know where the water has come from if not a leak. Moving forward to Management! Today when I was talking to the Customer Service Manager "Jackie"... she had listened to the recordings of my discussions between tech and I .. She agreed he promised the insurance company would pay and agreed that he said 18K gallons water. She admitted that in no way should T*have guaranteed that. He told Jackie that indeed he had other clients get refunded by their Ins. Companies. And that I would need to repipe due to age of home anyways. She told me that he is not an Ins. Company and that he should not have said that. She offered to remove the 1800.00 for the cost of the drywall to compensate me because my house would need to be done regardless of leak/no leak in future. He used fear to get me to do the re-pipe and he didn't even prove that was the issue. No scope done as I hired him to do!
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Contact Name and Title: Sarah C******
  Contact Phone: ***********
  Contact Email:**************************
  Thank you for bringing your concerns to our attention.
  
  We have since spoken with the customer again and have made an offer to her refund request.
  
  
  Consumer Response /* (3000, 7, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The offer is ridiculous. I'm not even respomdong. 2000 00 on a 10000 job i wouldnt have done. I was literally lied to and at this point could still have a water issue The technician told me a blatant lie and made a promise that insurance covers work. Jackie in your office heard the recording and verified those lies. I didn't have 18000 gallons of water pouring out. In fact the water company took the reading the next day and it was literally the same usage as all the prior months.
  
  
  Business Response /* (4000, 9, 2022/10/21) */
  This is our final offer, and we stand firm.
  
  Without a resolution, the customer will not be able to pass her final inspection with the county due to drywall being incomplete.
  
  
  Consumer Response /* (4200, 11, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No I need full restitution. It seems your not clear on what the permit was pulled for..the permit wasn't for drywall. The permit is for plumbing. I had to tell your company to pull the permit and your company tried to schedule the drywall to be completed before an inspection of the plumbing in fact prior to the permit being pulled. In fact I called the building department to do the inspection .. and it failed! The job was done so poorly they thought a student did it. I absolutley will not accept anything less then a full credit. This whole situation is called Contractor Fraud. I hired travis to come and scope a water line to determine if there was a water leak and he essentially terrorized me into repiping an entire house. And by the way.. he never even did the scope he jumped right to a 10K quote which he promised would be covered by Insurance In addition; I will need to have a plumber come and redo all the work done now.
  
  
  Business Response /* (4000, 13, 2022/11/04) */
  We have reached a resolution and waiting for the customer to sign the paperwork to proceed.
  
  
  Consumer Response /* (4200, 15, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We had agreed to a settlement amount and terms but when I got the agreement she changed it without telling me. And now instead of reverting back to our original agreement .. she responded by telling me she is sending me to collections.
  
  
  Business Response /* (4000, 18, 2022/11/09) */
  Please see the attached agreement. The collections disclosure to the agreement is to ensure Frank Gay Services receives their final payment.
  
  We are even willing to work with the customer and were going to provide the waiver of lien prior to receiving final payment for the job and willing to separate the customer's bill over a 3-month period.
  
  If the customer has every intention of paying her bill, then the collections disclosure can be disregarded.
  
  At this point, the customer has issued a credit card dispute for the full amount of the bill and wants us to remove the collections disclosure. We simply cannot and will not do this.
  
  We consider this matter as closed due to Frank Gay Services no longer owning the account.
  The customer will need to contact the 3rd party collection agency to address her matter now.

• Initial Complaint

  Date:10/05/2022

  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.

  We had a tech come out for our non working AC they tried to sell us a 10000 unit and they placed dye in the lines to see how bad it was leaking . They never came back to look at the dye but charged us for the diagnostic testing and filled the unit with freon. We'll it ran out because there is aeak, we tried to get 3 techs out the first one never called us untill he left our house saying he could not get In thw second tech said he would be out late the call was from 6 pm to 10 pm he showed up at 7pm took a picture of the Gate and against no call at all. They also wanted to charge me after hour fee of 120. The 3rd tech called at 11 am saying he would be there at 12 no show , whwn I called him back no one picked up text and he said he is now going to arrive after 130 some time . I called the office and told them I have someone waiting since 10 am and there policy is a 45 min call before arrival the first 2 never did that and the 3rd just does not show up. Customer service says there manager said he does not care I need to find another AC co.pany to service my home . I spend mo ey for diagnosing with no results because they never came back now the tank is empty again and they cannot get out to refill it . When u complain they choose not to address it. This company is extremely unprofessional over priced and they have no customer communication at all. How do business practices stay open? I said i was going to fuke a complaint they said they did not care. Clearly they do not sunce they have so many complaints already.
  

  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Contact Name and Title: Sarah C****** / CES Mgr
  Contact Phone: 2392045070 ext1062
  Contact Email: *************************
  Thank you for bringing your matter to our attention.
  
  We have been in business for over 40 years and take our customer concerns very serious.
  
  Our team is reviewing the history of your account and will be in touch again.

• Initial Complaint

  Date:09/16/2022

  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.

  Our old AC unit stopped cycling and running to the current set temp so we called FG. The unit was under 10 years old and we believed it would still be under warranty. The salesman/technician came out on 7/22/2022, said the compressor was shot, but that the warranty could not be honored as Frank Gay had been bought out by another company and that company were not honoring the warranties. We asked for an estimate and were told $11,296.00. We were not informed that we were buying a package deal, that other purchase options were available, or that we could cancel the purchase within 3 days. We asked specifically about the warranty, stating that we wanted only the manufacturer's warranty that came with the system. Set an appointment to install for 7/23, but they did not come to install until 7/24. On 7/25 the unit froze up and we called for service. They replaced a broken piston on the first call, however this new system continues to run nearly 24/7, only shutting off for **** min increments throughout the day. We have had 9 service calls since 7/25 and the system currently has a freon leak in the coils, needs a TXV and the mastic tape on the air handler sealed. Each call a new service tech comes out and finds a different or new problem, but they do not have any previous calls in their notes. We have sent them the power readings for the new unit as well as the old unit from the same time last year, as the new unit is supposed to be more energy efficient but is costing us more in our electric bill. Today I received a call from production manager as I asked for a refund, as we have lost so much time, money and peace of mind from misleading information on what the problem actually is and what they sold us. They refused and insisted that yet another service call be made to fix the problem.

  

  Business Response

  Date: 09/19/2022

  Contact Name and Title: ************************* / CES Mgr
  Contact Phone: *******************
  Contact Email: *************************************
  Thank you for contacting our company.
  We value the customer's feedback and our management team has since spoken with the customer.
  
  We will be going out on 9/21/22 to make the necessary repairs.
  Additionally, our operations manager is reviewing the account for any potential adjustments.

  Customer Answer

  Date: 09/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept the response as the system still is not fixed. Frank Gay technicians came out to replace the coils on on 9/21 from approx. 9:35 - 19:30 and were unable to calibrate the system to manufacturer's specifications. They returned on 9/22/2022 from approx. 10:15 - 18:00 and still are unable to calibrate the system to manufacturer's specifications. Numerous times we were told that the system was running at manufacturer's specifications but meters indicate it was not, or that they were setting it to manufacturer's specifications, yet now we are told that they don't go by the manufacturer's specifications but by Frank Gay's technicians specifications because ******* (the manufacturer) only tests in a controlled warehouse. Either way it isn't within the range. When they left today their was no resolution, but that yet another service call was probably going to be made, they were not sure. The system has been forced to run over 12 hours at a time for a month, in addition to, 8 or more hours at a time when they are servicing the system causing excessive wear on the system. Skyrocketing our electric bills and although we have sent 2 year usage comparisons, they have not responded. According to them the new system was supposed to save us 20% on our utility costs. Unless we call customer service and ask specifically for a receipt with technician's notes, we are unable to get a service ticket explaining the work that has been done on the system, as they don't provide receipts for the work they perform. Able to get copies of some of the calls, yet they have "our signature " on them when we never signed anything when the technicians were here. We have not received a call from a customer service specialist as the said they would do in their response to our BBB review, I had to call their customer service to escalate the problem and they had a production manager call me back. We completed our purchase on 7/22/2023 for a total of $9,327.00 with our deposit, but found out recently that on 8/8/2022 they added a service finance charge of $385.07 after the fact and without disclosure that the loan amount had been changed. We have left messages questioning this additional fee but have had no response. They assured us that everything on our end was absolutely fine prior to installation yet say their technicians missed it during the inspection. What was missed and seen as a problem has been reinspected by an independent inspector who says their isn't a problem there. We can't even schedule the county government inspection due to the system not being fixed. Concerns the permits will expire. We have lost money due to having to purchase an indoor cooling unit. Lost income due to having to be off work for installation and service calls and are experiencing outrageous electric bills. The stress caused by this is unhealthy. We have already patiently afforded them 62 days and 12 service calls to fix the problem just can't take any more, especially when this is a brand new system. We reiterate all the difficulties outlined in our original complaint as well. All of this and even their own supervisors say this is unacceptable.
  See Attachment/File: A32EECE8-5EF7-4222-890C-DE5202F34110

  

  Business Response

  Date: 10/07/2022

  Our management team has been trying to connect with the customer to schedule to replace her line set at no charge.

  Customer Answer

  Date: 10/24/2022

  ***Document Attached***
  Reject last resolution. They were out to do the set in lines; however they have yet another service call scheduled (service call #**) for 10/29 to check again if the system is cooling properly and running at manufacturers specifications. Received no service report. Repairs need to be done to the work they completed to seal the set in lines properly as well. Rather difficult to know if running properly when the temperature is no where near what it had been during previous months. Concerns as to wear and tear on system has never run properly and was running non stop for over a month.No talks of a resolution as to the compensation owed us for lost wages, electrical bills and portable ac unit purchased. Again we ask that they cancel the loan ( all they have to do is call the loan company to have the transaction canceled, per the information from the loan company and the loan company will cancel the loan) remove the system and refund our $2,000.00 deposit. We have put up with enough pain and suffering, that no one should have to go through on a brand new system install. Indications from Frank Gay that they were trying to reach us but we have no missed calls or phone messages from them on our phones. We have left countless messages with their customer service line, their voicemail, their scheduling office and emails, without results.
  See Attachment/File: DD0FCE25-9904-44A8-85ED-23DA633F8FC6

  Customer Answer

  Date: 10/28/2022

  ***Document Attached***
  
  See Attachment/File: 19EB3964-5881-42AC-B08E-D7018AB80AD8

  

  Business Response

  Date: 10/31/2022

  We have confirmed with the customer she has not retained a personal lawyer.
  
  Our service manager will be onsite working with the ******* rep towards a resolution on Wednesday, November 2.

  

  Business Response

  Date: 10/31/2022

  The customer has retained legal counsel.
  
  We are no longer able to discuss the matter and they will need to get in contact with our legal team.

  Customer Answer

  Date: 11/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Technicians unable to have system running correctly after the 20th service call and have the 21st service call set for the 12th of November. No temperature splits were done to see if the new setting of the blower motor was actually helping. No resetting the blower to medium after calibration either.Each time they come out they say something else is wrong with the system. We now have to monitor the system for extensive electrical use, runs for 7 - 9 minutes every ***** minutes with the blower motor on high rather than medium causing excessive moisture in the system. We also will have to monitor for water damage due to the high setting of the blower motor. Had we received the ****** btu unit we were informed we were getting this all would have been avoided. The unit would have come with a txv that would have monitored the Freon correctly and would have run on all proper settings without the extra moisture added to the system but they misrepresented what they sold. Due to receiving a unit with a broken piston, we don't know if this old technology can handle the new technology of the txv, whether the txv was damaged due to inadequate inspections by Frank Gay, and not installing the chase line as they were supposed during installation (which they missed during their inspection). Which is causing water to drip from the txv, causing water damage and soon mold to the air handler box. We have not been informed of the compensation we are to receive due to loss wages, higher electric bills, pain and suffering due to inadequate inspections by Frank Gay services. All of this could have been avoided if Frank Gay would have canceled the loan, refunded our $2,000.00 deposit and removed the system as they were asked over and over and over again to do since they have not been honest about the sale, the service calls and the unit. In addition due to the length of time of not fixing the system in a timely fashion we do not know how the system will react when the heat load returns to normal because the temperature is so much lower now in November than when installation occurred in July, thus we don't know how much more this will cost us until next spring and summer. They guarantee 20% savings on electric bills with their system but we are still experiencing higher than normal bills due to having to make the system run non stop for 7 to 8 hours at a time when they are servicing the unit for the 20th time. The only testing done is when the system has been forced to run excessively. We need compensation of at least $4,000 sent directly to the loan company for our continued losses, for over charging for the unit with extended warranties we specifically said we did not want to purchase, loss of wages, extensive electric bills, inadequate inspections. The County still can't come out to do their inspections either. We could have been done with all of this and only paid $6,000.00 for this exact same unit to be installed by a reputable company and not had to endure 21 service calls by Frank Gay. Please provide full compensation and/or remove the system with refund of full deposit of $2,000.00 and cancel the loan. Both options Frank Gay has the ability to make right for us. All they ever say is they understand our frustration but never fix or provide adequate resolution.

  

  Business Response

  Date: 11/09/2022

  We are waiting for ******* to send us the recording confirming the system is working according to manufacturer specs.
  
  We will post the video here once received.

  Customer Answer

  Date: 11/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Reject the proposed resolution as at the end of the last service call, an additional service call was scheduled for November 12, has been canceled by Frank Gay due to storm. We are needing to reschedule the 22nd service call on the unit in order to verify that the system is actually running according to specifications. During the 21st service call we ended with the ******* representative asking **** to set the appointment set for the following week, which would allow for testing the system. At thus time, the system only runs for 7 minutes at a time and numerous times during an hours period of time. The ******* representative said the unit should run at least 15 per cycle thus it is not doing as described. We never agreed to the release of images or voice recordings or video recording from any video/phone call, FaceTime taken. Thus we are now in November when the problem started in July. Due to Again, each time the company comes out they have another excuse for why the system isn't working, shifting blame rather than the lack of proper inspections and workmanship. We feel we have endured more than we should have for a brand new system. Add in the loss of trust, loss of wages, increased electrical bills. We are out thousands of dollars due to the 21 service calls we have had to waste our days on, the increased wear and tear aon the system as it must run during peak electrical hours for more than 6 hours without turning off. The increased electrical bills when a guaranty of a 20% savings is wha to we were supposed to receive. The system needs checking of temperature splits with the fan motor on high rather than medium, Freon levels. Superheat and supercool levels. A County inspection still has not been able to be scheduled due to the system malfunctions. Water drips from the txv causing puddles on the handler box.

  

  Business Response

  Date: 11/22/2022

  We completed the visit on 11/19/22.
  Please see the tech notes below -
  
  "Customer only wanted us to double check to make sure everything is operating up to manufacture specs.
  HVAC system is cooling and draining at this time with no issues."
  
  We have also attached the photo report from the tech's visit.
  See Attachment/File: ***************** ********* Photo Report.zip

  Customer Answer

  Date: 11/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  At this time we still do not know if the system is working correctly. It only runs for 6 minutes at a time. During the visit with the factory representative, he indicated the system should run for at least 15 minutes before cycling off. Unfortunately due to the extended time from installation until today the temperature outside has dropped to fall conditions thus we will not know if the system is working properly until the heat load returns to summer conditions. These conditions will also help to shed light on the excessive humidity being caused by the blower motor being set up to high as the temperature differentials were supposed to be checked from the blower motor on medium then compared to the blower motor being in high. When the temperature was higher, there were water issues to be fixed with water dripping from the txv, etc. No one has yet to approach us concerning compensation, as the production manager said they would be addressing with us back in August, for the loss of wages, skyrocketed electrical bills although full documentation has been forwarded as requested and our overpayment by $6,000.00 for the system. We had to endure over 23 service calls due to their inability to inspect, install and service properly. During every service call (approx. 23) the system had to run non stop for 6 -8 hours at a time causing higher electrical bills and excessive wear and tear on our new system. The system then continued to run improperly either short cycling or non-stop running from July until November causing even more excessive wear on our new system and improper electrical usage. Nor has the system been inspected by the county. The "fix" for the chase line is an eyesore, inside and outside the house that we now must live with.
  
  Compensation as previously outlined needs to be addressed as well as all the other outstanding issues.

  Customer Answer

  Date: 12/13/2022

  Last service call (25th or 26th call) on 12/8/2022 left the system still not calibrated although adjustments were made. No one knows why the system will not stay in calibration to run efficiently. Additional service calls still have to be scheduled to fix the system. County supposed to inspect yet system still not running correctly. Supervisor supposed to find out from manufacturer why it doesn't stay calibrated but has not responded to email.

  

  Business Response

  Date: 12/16/2022

  Frank Gay Services is waiting on information from the ******* representative who has been assisting in this matter. Frank Gay Services *************** the equipment, we do not manufacture it. Per the ******* Rep, it was installed properly, there seems to be a manufacture issue and we are waiting on information that will help determine how to correct this issue.

• Initial Complaint

  Date:09/15/2022

  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 purchased an ** unit from them June 2021. Within a few weeks the ** unit compressor was leaking down through my dining room ceiling (it's in the attic above). They came apparently fixed The issue and repaired my ceilings in the dining room and bathroom.Less than a year later the same situation happened again but worse. They came back again apparently re-fixed it. And fixed my ceilings. They brought in a water restoration company to dry my ceilings. The machines used to dry my ceilings leaked all over my floors and ruined my wood floors. They then extended the water restoration to dry out my floors. My floors are now ruined due to all the water damage. And there is mold growing from the patch they fixed in my sons bathroom. They asked me to go get two quotes for two different companies so that they can issue me a check to have my floors redone. I got two quotes and now they're only willing to pay 50% of the actual costs. They are also denying that a water restoration unit was paid by them to come to my house. Even though they were in my house for a total of a week and a half with their units. They're pointing the finger at the water restoration unit who won't even call me back at this point. I've been trying to work with them for over four months and they've been extremely rude to me and disingenuous with their promises. Now they are refusing to even acknowledge my calls or my messages. Meanwhile my floors are damaged in my dining room and living room going on four months. On top of that there is mold Growing from the bathroom vent where they replaced the ceiling. Picture is attached. I don't even know what the damages in the attic and whether there is mold growing up there. I don't know who to trust anymore when they come to my house.I need my floors redone in the mold to be taken care of in the bathroom.I have spoken to over four or five different associates there who tell me they're going to take care of it and then pass the buck to someone else.

  

  Business Response

  Date: 09/20/2022

  Contact Name and Title: ************************* / CES Mgr
  Contact Phone: *******************
  Contact Email: *************************************
  Thank you for sharing your concerns.
  
  Frank Gay Services has forwarded the customer complaint to the management team at United Water restoration to address.

  Customer Answer

  Date: 12/14/2022

  ---------- Forwarded message ---------
  From: *********************** <*********************************>
  Date: Mon, Dec 12, 2022 at 12:25 PM
  Subject: *********************** - Frank Gay
  To: *************************************** <***************************************>
  
  
  *******
  
  I appreciate your patience with this complaint.
  
  Attached is the summary of the events that occurred and my initial contract with them to purchase the *** I have also attached the quotes to redo the damaged floors. I received a quote from a small business and a larger commercial company.
  
  Please review and let me know my next steps.
  
  Anything I can do will help.
  
  ******
  See Attachment/File: Supporting Docs

  

  Business Response

  Date: 12/22/2022

  Frank Gay Services offered a resolution to this customer regarding the damaged flooring.
  The customer submitted estimates to redo the entire **** square foot home. We have since offered to pay half the amount in the sum of $9,000.00 for the affected area only. However, since making this offer to the customer, we have never received a response.

  Customer Answer

  Date: 01/09/2023

  
  ---------- Forwarded message ---------
  From: *********************** <*********************************>
  Date: Mon, Dec 26, 2022 at 4:36 PM
  Subject: Re: BBB Complaint Case# ******** (Ref#***-200459-********-18-4100)
  To: Better Business Bureau <***************************************>
  
  
  *******,
  
  They did send me their offer of $9k for the floor damage. I did respond to them on several occasions to this offer. The contractors can not complete the work with that amount. My house is one big open space with consistent wood floors in all of the open public rooms. Both contractors that came to my home are not able to get the existing floor materials to just change out the impacted area. In order to do the floors effectively they have to change out the entire floors. My entire house has the same consistent floors including my bedrooms.
  
  I have explained this to Frank Gay, as have the contractors.
  
  To do my entire house would be around $17k. To do just the open floor plan with the public rooms would be $13k.
  
  I would be willing to accept just the open floor plan at this time at $13K.
  
  Thanks
  
  ******

  

  Business Response

  Date: 01/09/2023

  We will not be updating the customer's entire home. Please have the 3rd party contractor submit a revised estimate for the affected area only.

• Initial Complaint

  Date:09/11/2022

  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 have had this company come out on a new AC multiple times in the past 3 months. On two occasions within hours water was leaking from my ceiling and they said the Drain was clogged on the AC. After several times coming out, once twice in 72 hours to clean the drain, they stated on the 6th trip that I needed a pump on a one year old unit. It was 900 dollars and I paid. They then charged me TWICE for the MEMBERSHIP for FRANK GAY services. 24 hours after pump was installed I went out of town doing as I was told. Ii turned unit to 80 degrees and auto on fan and left for two weeks. I came home and turned therm to 72. It did not work. I then called FRANK GAY. They said 129 to come out and look, of course. I paid again. I had to turn fan to circulate as it was HOT in here. The tech came today and said here is your problem you have it on circulate instead of AUTO even though I told him I just turned it to that because it was so hot. If the unit is still not working even with the new 900 pump they installed. Refund the pump and the FRANK GAY membership as I will NEVER use them again. The people are very nice but the service is terrible.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Contact Name and Title: Sarah / CES Manager
  Contact Phone: 2392045070 ext 1062
  Contact Email: [email protected]
  Thank you for bringing your matter to our attention.
  
  We will be reaching out to the customer immediately.