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:05/21/2025

  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.

  Frank Gay misdiagnosed my AC issue as a bad compressor ($2,400). It was just a collapsed duct. I paid $89 for a wrong diagnosis. Now they want me to sign something for a refund. ******

  

  Business Response

  Date: 05/29/2025

  Frank Gay Services appreciates the customer's feedback. We understand that you are not an HVAC professional and that you stated you were able to resolve the issue yourself after our technician's visit.
  
  However, without a professional assessment from a licensed and insured ************ that details the initial misdiagnosis and the subsequent correct diagnosis, we are unable to definitively determine that a misdiagnosis occurred based solely on your independent resolution.
  
  As previously communicated, we offered a courtesy refund, contingent upon the signing of a **************** Agreement, as a gesture of goodwill to address your dissatisfaction. This offer was made despite the lack of verifiable evidence of a misdiagnosis from a third-party professional.
  
  We understand your frustration and appreciate your feedback. Our intention with the *** was to acknowledge our effort to reach a resolution. As stated, without a signed ***, we were unable to proceed with issuing a customer satisfaction refund.

• Initial Complaint

  Date:05/18/2025

  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.

  Service was promised and was with no results. Service tech offer bandage package and told me would help drop the temperature in my home 1 degree every hr. Well this was not the case and my ac is doing exactly what it was doing before he got here. Paid almost ****** for no results feeling like I was ripped off.

  Customer Answer

  Date: 05/22/2025

  I have received call back from Frank Gay Services and they have agreed to refund me my money. 

  Customer Answer

  Date: 05/22/2025

  This complaint has been resolved.

• Initial Complaint

  Date:05/15/2025

  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.

  Recently I had to call in Frank Gay Services for an **** leak issue I had.. The **** technicians came in, referred plumbing services.. Plumbing services did a visual leak inspection, tearing my dry wall underneath **** unit and did not find any actual leak and asked to call back the **** team in, again. As the **** guy came in, in 5 mins, he realized that **** condensation was disconnected and he had missed this in his first visit, and understood the whole ordeal was unnecessary. He apologized and committed all charges will be reversed as it was a honest mistake, that put me through all those Plumbing ************** a week passed by, I realized the charges are still sticking to my account and restoration team who frank gay referred gave me a quote of $1800 to fix the ceiling.Finally **** manager called back saying confirming that my claim is correct but charge reversal has to come from frankgay plumbing department and ticket was routed to them,. 2-3 weeks of follow up, I was able to speak to plumbing manager finally. Not only that the plumbing manager did not do any research or due diligence on my concern and he outright denied my request saying "plumping did the service" irrespective of it was needed or not. He was not ready to hear through any reasoning.

  

  Business Response

  Date: 05/28/2025

  Frank Gay Services appreciates the customer's feedback.
  
  We have reviewed your account and the details surrounding your recent HVAC and plumbing service calls. Based on our internal review, we will accept the credit card dispute you filed for $256.
  
  Please accept our sincere apologies for the inconvenience and frustration you experienced. We understand that the initial misdiagnosis and subsequent events caused unnecessary disruption.
  
  To finalize this resolution, we kindly request that you close this dispute as resolved.
  
  We value your business and are committed to improving our service processes.

• Initial Complaint

  Date:05/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has charged us an annual service agreement charge without our authority. We contacted them several times and they keep saying someone will call. No one calls. They leave you on hold with out ever answering you. I have had to contact our bank to get involved. Honestly, I don't know why you would do business with a company of such lack of business ethics. We are still trying to get this off of our credit card. We are retired and this charge is not something we take lightly. We feel like they have taken advantage of us. They also noted that we would not get the total refund as they would take $50 off for fee to cancel. This is unbelievable. I've never heard of a company charging you an annual fee without any advance notice and then refusing to refund you when you tell them you do not want this.

  

  Business Response

  Date: 05/27/2025

  Frank Gay Services appreciates the customer's feedback. Attached is the yearly membership form signed by the customer authorizing annual renewal unless canceled within 30 days of renewal date. After the customer spoke with our Customer Experience Specialist, we still honored the cancelation and refunded the customer.

• Initial Complaint

  Date:05/09/2025

  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 a brand new air unit for $11,000. It has a leak of freon and has been a issue since purchase. It is under warranty but no one will resolve the issue. I will be involving legal at this point if the matter is not resolved.

  

  Business Response

  Date: 05/14/2025

  Frank Gay Services acknowledges and appreciates the customer's feedback.
  
  Following a further review of the service record, it has been confirmed that the reported leak was successfully addressed and repaired during a supervisor's site visit.
  
  Based on the successful resolution of the issue, Frank Gay Services considers this complaint resolved.

• Initial Complaint

  Date:05/08/2025

  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 hired Frank Gay to repair the damaged electrical from hurricane ******. Their work did not pass the inspection. I've called 3 times with no response, asked for a manager, no one called me back, and emailed regarding getting this rectified but no one will communicate at all. It's been almost a week since my initial contact.

  

  Business Response

  Date: 05/14/2025

  Thank you for providing your feedback. Frank Gay Services appreciates you bringing your concerns to our attention.
  
  We can confirm that you have been in contact with our company regarding this matter. Following that discussion, an appointment has been successfully scheduled for 5/16/2025 to complete the necessary corrections, set for a date that was mutually agreeable.
  
  The required inspection can be scheduled for the week following the completion of this corrective work.
  
  We look forward to resolving this for you.

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to cancel BEFORE renewal from the Business was posted and the renewed anyways from a Bank account that was never authorized. I Want to cancel and obviously get my money for a "membership" that I will NOT use. Ever.

  

  Business Response

  Date: 05/14/2025

  Thank you for providing your feedback to Frank Gay Services. We appreciate you taking the time to share your comments.
  
  For your reference, please find attached a copy of the yearly membership agreement, which bears your signature and includes the terms authorizing the auto-renewal of your plan.
  
  Upon reviewing your account and the details surrounding this matter, we discovered that a refund was processed on May 12, 2025.
  
  Based on this action, Frank Gay Services considers this matter resolved.
  
  Should you have any further questions, please feel free to contact us.

  Customer Answer

  Date: 05/14/2025

   
  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:05/07/2025

  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.

  04/30/2025 - Called Frank Gay as there was a leak somewhere in my primary bathroom - their tech Sanit came out and indicated it would be around $8000 to find the leak and fix it or for $12,000 they could re-plumb our entire house removing the copper lines and run it all thru our attic. 4 plumbers later still have a mess, 2 bathroom sinks that now do not work, when they came out today, 05/07 to remove the copper line to my ice maker they have now caused a leak in my ceiling in my laundry room because their plumber did not cap off an old line. They refuse to install and hook up two new bathroom sinks with new faucets that I had to purchase since they cause my other faucets not work work. I have had 4 plumbers at my home over the past week and still not happy or trust I wont have more issues. I have emailed the managers, I have called the managers and no one calls or emails me back - No clue if dry wallers are coming on Friday, May 9th to patch all the holes made. This is unacceptable and I should not have to pay $12,000 for horrible work

  

  Business Response

  Date: 05/08/2025

  Frank Gay Services appreciates the customer's feedback. We have a supervisor site visit scheduled. 

  Customer Answer

  Date: 05/08/2025

  Will wait to see what manager says on Saturday.  Then will respond accordingly with how to proceed. 

  Customer Answer

  Date: 05/19/2025

  This case should not be closed PLEASE Re- Open
  This complaint has NOT been resolved.  Frank Gay plumbing has not fixed additional issues that their employees have caused, The finance information is incorrect.  They told the finance company $1000 more than what I agreed to and with a 3 day job turning into over 3 weeks, No resolution from management -matter of fact a manager called me a liar, will not honor what one of their employees told me on two different occasions and I feel Frank Gay needs to compensate me for the issues they refuse to fix.  I want this $11,900 job discounted significantly.  How can I trust that I was actually told the truth about needing a replumb and that it was a small fix that could have been resolved quickly.  Numerous people that I have spoken with says Frank Gay tells customers it is always worse than it is.  I trusted Frank Gay Plumbing -confirmed they had an A+ rating with the BBB and look what a nightmare I ended up with.
  I also do not understand how plumbers are scheduled to do a job at customer home and in the middle of the job the plumber gets a call and says I can leave now and be there in an hour not completing the work at my home and leaving while the master plumber was at ********** - what is that.
  
  I feel we are going to have to go to mediation as I am NOT satisfied with any resolution - they have not even once said they were sorry, what can we do for you to make it right.

  Email sent with photos as well to BBB

  
  

  Customer Answer

  Date: 05/28/2025

  This case should not be closed PLEASE Re- Open
  This complaint has NOT been resolved.  Frank Gay plumbing has not fixed additional issues that their employees have caused, The finance information is incorrect.  They told the finance company $1000 more than what I agreed to and with a 3 day job turning into over 3 weeks, No resolution from management - matter of fact a manager called me a liar, will not honor what one of their employees told me on two different occasions and I feel Frank Gay needs to compensate me for the issues they refuse to fix.  I want this $11,900 job discounted significantly.  How can I trust that I was actually told the truth about needing a replumb and that it was a small fix that could have been resolved quickly.  Numerous people that I have spoken with says Frank Gay tells customers it is always worse than it is.  I trusted Frank Gay Plumbing - confirmed they had an A+ rating with the BBB and look what a nightmare I ended up with.
  I also do not understand how plumbers are scheduled to do a job at customer home and in the middle of the job the plumber gets a call and says I can leave now and be there in an hour not completing the work at my home and leaving while the master plumber was at ********** - what is that.
  
  I feel we are going to have to go to mediation as I am NOT satisfied with any resolution - they have not even once said they were sorry, what can we do for you to make it right.
  
  Email sent with photos as well to BBB

  

  Business Response

  Date: 06/03/2025

  Thank you for your valuable feedback. We're pleased to confirm that our technician revisited your location and successfully rectified the issues. Everything has been addressed, and we consider this matter resolved to your satisfaction.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23301302
  
  I am rejecting this response because:  I have not received a new estimate and finance paperwork showing Frank Gay has significantly discounted this nightmare that was replumbing of my house.  Until I get corrected paperwork and finance documents I will not close this case nor will Frank Gay be receiving any payments.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/16/2025

  Thank you for your feedback. We're pleased to confirm that our technician successfully rectified the issues. Everything has been addressed, and we consider this matter resolved.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23301302
  
  I am rejecting this response because:  They have not provided an updated invoice showing a significant discount to myself or the finance company.  The finance company has reached out to them as I have reached out to them with no response.  I will not close this complaint until I get the updated invoice showing a discount of at least half and I will not be paying for the Family plan either after all of this plumbing nightmare I will NEVER allow Frank Gay Plumbing, Electrical or AC people to come into my home.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/18/2025

  Thank you for your feedback. We're pleased to confirm that our technician successfully rectified the issues. We are currently unable to offer any discounts. Everything has been addressed, and we consider this matter resolved.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23301302
  
  I am rejecting this response because:  I have yet to receive an updated invoice - the finance company has also not received a corrected invoice from Frank Gay - this matter is not closed until I and the finance company get a corrected invoice showing the amount that I was given as an estimate not over $1000 more than what it should be.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/04/2025

  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 called yesterday and spoke with Frank *********** representative on phone at 5:50pm est. I'm in *********, **. I had an electrical wire that was damaged in my wall while hanging a shelf I had nicked the wire on the ******* I called Frank Gay. they gave me a same day appointment for 8pm to 10pm.I got a confirmation text message at 6 confirming my appointment. At 9:40 after not receiving any update on *** I tried calling. They do not answer the phone after hours. An answering service called "Best Home Services" answers the calls and claims they have no way to see any appointment that Frank Gay made and that they can't contact the driver or a dispatcher to find out where the tech is. all they can do is message the company and "mark it urgent" and have them call you back well at 10:15 after the tech was now a no show and no call at all I called again asked for s supervisor to help me.the "supervisor" gave me the same speech about messaging the company and marking it urgent. and then every 20 minutes until 11:15 i tried again to get help and no call ever came. I left 6 of those "urgent" *********** finally at 8:15 am on Sunday I get call from Frank Gay saying sorry no one showed up and if I still need help. Since no one showed up I still need the help. So as a "special favor to me to apologize for not showing up for the scheduled appointment. Frank Gay graciously offered to give me an appointment this morning but since it is Sunday I would have to pay an EXTRA $129.00. BECAUSE SUNDAY IS CONSIDERED EMERGENCY ************** I again stated that the appointment was set yesterday and you did not show up so wave that fee since this Frank Gay's fault. And the answer was that is not possible and if I want to avoid the fee they can schedule me next week.What a favor and apology. Not showing up for an appointment or Saturday so that they can charge you more for an "emergency appointment" on Sunday even though it was technically the same appointment.

  

  Business Response

  Date: 05/08/2025

  Frank Gay Services is submitting this response to the complaint filed by Mr. ******* ******* We have reviewed the details provided by Mr. ****** and wish to outline the circumstances from our perspective.
  

  Mr. ****** contacted Frank Gay Services, and an appointment was scheduled for later that evening for an electrical issue.
  
  Our after-hours calls are handled by a professional answering service who are tasked with relaying urgent messages to our on-call management and technicians the following day during business hours. We understand Mr. ****** experienced frustration when attempting to reach a technician directly through the answering service after hours, as their function is primarily message relay and not direct dispatch communication.
  
  During this conversation, and in subsequent communications, our standard operating procedure regarding weekend service appointments was explained. Service appointments scheduled on Sundays are subject to our standard emergency or after-hours rate, as Sunday falls outside of our regular business hours. This policy is applied consistently for all service calls booked on this day.
  
  Regrettably, during these interactions Mr. ****** engaged in highly abusive and profane language directed at our staff on a recorded line. Furthermore, Mr. ****** made direct threats to have any Frank Gay Services technician arrested if they were to come to his property.
  
  Frank Gay Services maintains a strict policy against verbal abuse and threats towards our employees, who are dedicated to providing professional service. The conduct exhibited by Mr. ****** is unacceptable and creates an untenable situation for our staff.
  
  As a direct consequence of Mr. ******** aggressive behavior and explicit threats, Frank Gay Services has made the decision to decline providing any current or future services to Mr. ******* We cannot in good conscience dispatch our technicians to a location where their safety and well-being have been threatened.
  
  We adhere to our standard operating procedures regarding scheduling, emergency service fees, and appropriate customer conduct. Given the circumstances, including the customer's behavior and threats, we will not be waiving the standard ************** fee or performing the requested work.
  
  Supporting documentation, including screenshots of message exchanges showing the customer's conduct, is attached for your review.
  
  Frank Gay Services considers this matter closed and will not be rendering services to Mr. ******* *******

  
  

  

  Business Response

  Date: 05/08/2025

  Please email me for the recorded phone call as it would not attach.

• Initial Complaint

  Date:05/02/2025

  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 credit card received $199 charge at 1:45 in the morning from Frank Gay Services. I did not sign up for that nor did I knowingly sign up for any recurring services from Frank Gay Services recently. I am going to dispute this, but if it posts and I get charged and have to pay, I will want a refund.

  

  Business Response

  Date: 05/08/2025

  Thank you for sharing your feedback with Frank Gay Services. We appreciate you taking the time to reach out to us regarding your experience.
  
  Our records indicate that you enrolled in our ********* Maintenance Plan (HCMP) in May of last year. The terms of the **** agreement, which you signed upon enrollment, include a provision for automatic annual renewal.
  
  For your reference, we have attached a copy of your signed HCMP agreement that outlines the auto-renewal terms.
  
  Upon the recent renewal charge, we did not receive any direct contact or inquiry from you regarding this transaction. We encourage customers with billing questions to contact us directly so we can review the specifics of their account and address any concerns promptly.
  
  Based on the signed agreement and the absence of prior communication regarding the charge, we stand by the validity of the renewal fee as per the agreed-upon terms of the HCMP.
  
  We believe that direct communication is the most effective way to resolve any questions or concerns regarding your services or billing, especially when related to contractual agreements such as the **** with agreed-upon renewal terms.
  
  We remain available to discuss the details of your HCMP agreement if you wish.

   

  Based on the details of this situation and the nature of the initial intake questions, it may be beneficial to review the intake process, as this interaction appears to align more closely with a customer review than a formal complaint.

  Customer Answer

  Date: 05/08/2025

   
  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,
  
  ******* *********