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

  3763 Mercy Star Ct Orlando, FL 32808-4654

  
• 

  Frank Gay Services, LLC

  320 US-441 Lady Lake, FL 32159

  
• 

  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

  

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:05/01/2025

  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.

  House was repiped beginning on April 2 completed on April 3 by Frank Gay Plumbing. We were told to wait to be contacted for city of **** **** inspection. After many phone calls we directly contacted **** **** and were told the permit had not been paid for and no inspection could not take place. We called daily and were told they were taking care of the problem but nothing has been done. we were required to pay when job was completed $14,000. We have 27 open holes in our house waiting for inspection and repair. When you call Frank Gay No Managers are ever available to take the call and therefore nothing is being done. This is fraud!

  

  Business Response

  Date: 05/08/2025

  Frank Gay Services acknowledges receipt of the complaint filed. We take all customer feedback seriously and are committed to addressing concerns and ensuring customer satisfaction.
  
  We appreciate the opportunity to provide clarification regarding the timeline for the permit issuance referenced in the complaint.
  
  The standard procedure involves the respective county authority sending a payment link directly to Frank Gay Services to cover the permit fees. Once this payment is processed by Frank Gay Services, the county then issues the official permit.
  
  In this instance, we experienced an unexpected delay in receiving the payment link from the county. We actively attempted to contact the county permitting department to inquire about the delay and obtain the necessary link to process the payment. After persistent follow-up, we were successfully able to speak with a county representative who confirmed that the payment link had inadvertently not been transmitted to us as intended.
  
  The county representative promptly facilitated the sending of the payment link. Upon receiving the link, Frank Gay Services immediately processed the required payment. We can confirm that the permit was subsequently issued by the county.
  
  While we regret the delay experienced due to the procedural issue with the county's transmittal of the payment link, we want to assure the customer and the ******************** that we were proactive in our efforts to secure the link and finalize the permit process as quickly as possible.
  
  We consider this matter resolved with the successful issuance of the permit.

• Initial Complaint

  Date:04/22/2025

  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.

  On 2/27/25, I discovered a leak in my house. I turned the water off to the house at the street. I called Frank Gay and requested a Leak Detection test. A tech came the same day and never performed a leak detection test and never turned the water back on in an effort to find a leak. He immediately said it was a slab leak. I agreed to do the replumb of the house as it was one of 2 options I was given to fix the "slab leak". The house was replumbed. The county inspector came on 3/14/25. After the job was certified, I realized the valve behind the fridge was never turned back on after being replaced in the replumb. I reached behind the fridge and turned it on. This provided water to the fridge for ice. I heard a strange noise. A few hours later I found that I had another significant leak with a leak pattern that was identical to the "slab leak". I heard the strange noise still coming from behind the fridge and found a pin hole leak in the fridge line shooting out a significant amount of water. This leak was the "slab leak" that they never found because they never did what I asked in a leak detection and never turned the water back on to find the leak. I called Frank Gay for a month asking for a remedy to the situation. A tech came to the house and said he was labeling the incident as a misdiagnosis, as in the issue was not a slab leak but the pin hole leak in the fridge line that was never found. He believed Frank Gay would make the issue right with me and said a manager would be calling. Nobody called me, after several more weeks of calling, Frank Gay offered $1000 "in good faith". I denied this twice, I have a much longer synopsis that will be attached for Frank Gay and the BBB to reference that further supports this claim. I request a full refund for the replumbing, a refund for the family plan I signed up for and for the cost of the drywall replacement and paint ($9577). I have call logs, pictures, videos, names, texts, emails, videos if this progresses beyond this.

  Customer Answer

  Date: 04/23/2025

  My cell phone appears to have been mistyped in the information section. Frank Gay has my number on file, however, its ************. 

  Customer Answer

  Date: 04/23/2025

  I attached this pdf to the original complaint. The information contained on the *** was too long to type in the space allotted. Please read the attachment as it provides a detailed synopsis of the complaint and particulars of the situation. Thanks for the help.

  

  Business Response

  Date: 05/02/2025

  Frank Gay Services acknowledges receipt of your formal complaint regarding services performed at your residence, commencing on February 27, 2025.
  
  We confirm that this matter has been the subject of previous internal review and direct communication. Members of our Customer Experience team and upper management have engaged with you to address the concerns outlined in your complaint.
  
  We understand that your desired resolution is a full refund for the whole-home repipe service, associated costs, and a family plan membership, totaling $9,577.
  
  After a thorough review of the circumstances and the comprehensive communication record between you and our management team, Frank Gay Services maintains its position that a full refund is not warranted. The agreed-upon whole-home repiping service was completed in full by our certified technicians and successfully passed the required county inspection on March 14, 2025.
  
  Our offer of a $1000 refund remains available. Please contact us should you wish to discuss this offer further.
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23239210
  
  I summarily reject the $1000 offer. The extensive communication between your "management team" and I consisted of 2 phone calls through an intermediary and no direct communication with management. The certification by a building inspector does not absolve Frank Gay from liability for issues that arise or were not discovered, only that the job was performed within code at the time of the inspection. Saying the initial contract was agreed upon and the job passed inspections are convenient talking points for Better Business Bureau public facing responses yet arbitrary positions that dont take the surrounding facts of the case into consideration. It certainly doesnt consider what the preponderance of the evidence or balance of probabilities would dictate in a legal proceeding or in arbitration.  
  
  My original request was a refund of the cost of the repipe ($8379)and I would incur the cost of the subsidiary issues. That offer also remains available.Please contact me to discuss further. I believe a more amicable agreement can be reached that will prevent this issue from escalating further. 
  

  Customer Answer

  Date: 05/07/2025

  Good evening,

  Is the company required to respond to my denial message? I would like to mediate this before it progresses. The fact still remains that I would have never willingly done the repipe if the real issue was uncovered during the initial consultation. I requested a leak detection test, which would have shown no slab leak, which would have then led to further investigation to find the real source of the leak. Amongst other major issues as I explained in the initial message and attached document, this wasn't completed.

  With all of that in mind, I do acknowledge that I received a benefit from the service. I am willing to reconsider the refund amount if something more reasonable is offered by the company that reflects the facts of the case. If agreed upon, this would permanently conclude Frank Gay and I's relationship. I would hope this more reasonable offer isn't offensive or in direct contradiction to the facts. I'm willing to concede to a lower refund amount than what I initially requested (total costs incurred) because of the benefit received and the professionalism of the installation crew. I believe common sense can be applied to appease both parties and end this. 

  The more detailed PDF attachment explains the situation in great detail. I would hope that the company read that document in its entirety and acknowledges errors on their part which do exist.

  You can reach me at ************ if it needs to be discussed.

  
  Thanks

  

  Business Response

  Date: 05/08/2025

  Frank Gay Services maintains its position that a full refund is not warranted. The agreed-upon whole-home repiping service was completed in full by our certified technicians and successfully passed the required county inspection on March 14, 2025.
  
  Our offer of a $1000 refund remains available. Please contact us should you wish to discuss this offer further.
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23239210
  
  I am rejecting this response because:  

  Good evening,
  
  Is the company required to respond to my denial message? I would like to mediate this before it progresses. The fact still remains that I would have never willingly done the repipe if the real issue was uncovered during the initial consultation. I requested a leak detection test, which would have shown no slab leak, which would have then led to further investigation to find the real source of the leak. Amongst other major issues as I explained in the initial message and attached document, this wasn't completed.
  
  With all of that in mind, I do acknowledge that I received a benefit from the service. I am willing to reconsider the refund amount if something more reasonable is offered by the company that reflects the facts of the case. If agreed upon, this would permanently conclude Frank Gay and I's relationship. I would hope this more reasonable offer isn't offensive or in direct contradiction to the facts. I'm willing to concede to a lower refund amount than what I initially requested (total costs incurred) because of the benefit received and the professionalism of the installation crew. I believe common sense can be applied to appease both parties and end this. 
  
  The more detailed PDF attachment explains the situation in great detail. I would hope that the company read that document in its entirety and acknowledges errors on their part which do exist.
  
  You can reach me at ************ if it needs to be discussed.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/14/2025

  Thank you for providing your feedback. Frank Gay Services genuinely appreciates you taking the time to share your concerns.
  
  We can confirm that the document you provided in PDF format has been carefully reviewed by our Plumbing Operations Manager.
  
  After thorough consideration of the feedback and the details of the matter, Frank Gay Services maintains its final offer of $1000 as a resolution.
  
  We value your business and regret that we could not reach a mutually agreeable resolution beyond this offer.

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  On 5/16/2025, I spoke with ***** ***** with Frank Gay Services. ***** was incredibly professional and forthcoming throughout the process and helped us come to a resolution regarding my complaint. Thank you *****. The agreed upon amount was a $3,000 refund. Prior to the agreement being made they also agreed to honor the warranty. I request that this response be sent to the business and the complaint be closed as resolved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/22/2025

  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.

  Date of transaction 4-10-25 Amount of transaction $9,977.00 We were sold something we did not not need by Frank Gay due to improper diagnosis as well as being overcharged for the items provided We would like the bill to be adjusted as they problem was not diagnosed properly Explanation attached

  

  Business Response

  Date: 05/06/2025

  Thank you for contacting Frank Gay Services and providing a detailed account of your experience regarding the service calls on April 11th and April 12th, 2025 (Job # **********). We appreciate you taking the time to share your feedback, and we have carefully reviewed the information you provided.
  
  We confirm the initial visit by ****** ***** on April 11th concerning the flickering lights and the subsequent panel replacement performed by ******** ***** on April 12th. We note your observation that the flickering issue persisted after the panel upgrade and your subsequent interaction with Duke Energy.
  
  It is important to clarify the scope of services our technicians are authorized to perform. Frank Gay Services technicians are licensed to work on the electrical system within your home, beginning from the meter point. Our technicians are not authorized or permitted to work on or test equipment owned and maintained by the utility provider, such as ***********'s service entrance conductors, transformers, or the neutral connection point belonging to ***********. Issues identified on the utility side of the service entrance are the sole responsibility of the power company to diagnose and repair.
  
  Regarding the points raised in your complaint:
  
  Our technician's recommendation for panel replacement was based on their professional assessment of the existing electrical panels during the initial visit.
  The removal and proper disposal of old electrical panels is a standard part of our service process and is done in accordance with safety regulations and company policy.
  Our project costs are based on a variety of factors including labor, materials, necessary permits and inspections, warranty coverage, and the expertise of our certified technicians. We stand by the value of the comprehensive service provided.
  We sincerely apologize for any lapse in follow-up communication you experienced after April 14th. We strive for timely communication and regret that we fell short in this instance.
  We understand your frustration that the panel replacement did not resolve the flickering light issue, which was ultimately attributed to a utility-side problem. However, the panel upgrade addressed potential issues identified within your home's electrical system itself.
  
  We remain committed to achieving a fair resolution. We have previously communicated our position on the matter and the options available based on our review of the completed work and your account history.
  
  We encourage you to contact us directly to discuss this further.

  Customer Answer

  Date: 05/15/2025

  on Friday May 9th, I contacted Frank Gay as they requested. I called April with Frank Gay and explained her who I was and that i was responding per the BBB complaint. She said she would contact the management team and someone would get back with me. Later that day ******* with Frank Gay called me and we discussed the issues. I had questioned Frank Gays response and told him that the technician broke the seal  on ***********'s meter box and installed new wires  in that box. They previously said that they do not go into ***********'s equipment, but they did. I asked about permits as the worker from *********** said they weren't supposed to break the seal without someone from **** being there. ******* told me he would email me copies of the permit and would call me back on Monday 5/12 to discuss his responses from his bosses. It is now Thursday evening 5/15 and I have not received any emails or phone calls. I am trying to reach a fair settlement with them, but they are not following up on their promises.  Again they could have diagnosed the original problem when going when they removed the cover on my outside panel and then again when they went into ************* meter box. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23234660
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/03/2025

  Frank Gay Services appreciates the customer's feedback. We have reached out to the customer with no response. Please check your email.

• Initial Complaint

  Date:04/14/2025

  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.

  Stay away from Frank Gay Services. My tenant contacted them about a plumbing issue, but they needed my approval first. When I called to authorize the visit and explained I was the property owner in *********, **, they required a credit card to hold the appointment.After trying to reach my tenant with no response, I gave them my card so they wouldnt lose the spot. They charged me $129 for an emergency visit that same day but no one showed. When I called to ask for a refund, they refused, saying someone would come the next day (which shouldve only cost $39).The next day, the plumber finally called and said the job would cost $600. I told him I was at work and asked him to text me he never did. Instead, I later received a bill for nearly $5,000 for work I never authorized. They even threatened my tenant, saying they would undo the work if payment wasnt made.Completely unprofessional, dishonest, and a terrible experience from start to finish. I do not recommend them.

  

  Business Response

  Date: 04/18/2025

  Frank Gay Services appreciates the customer's feedback. We want to provide a clear and accurate account of the events in question.
  
  The tenant at the property in *********, **, contacted us regarding a plumbing issue. As the property owner's approval was required, we followed standard procedure and requested a credit card to secure the appointment. This is a common practice to ensure payment for services rendered.
  
  A service charge of $129 was applied for the emergency visit. While there was a miscommunication regarding the initial visit, a technician was dispatched the following day to assess the issue, and a $129 refund was issued. The subsequent diagnosis revealed that the necessary repairs would cost $600, which was communicated to the tenant.
  
  Subsequently, additional, authorized work was conducted, resulting in a final bill of $5000. We have attached full screen shots of the customer approving the work. The tenant then paid the invoice, under the assumption they would be reimbursed by the landlord, who is now refusing to pay.
  
  Frank Gay Services will not get involved in this dispute, which is a civil matter between the tenant and the landlord.
  
  We understand the property owner's frustration, but we want to emphasize that the work was authorized and completed. Our company maintains detailed records of customer authorizations and work performed.
  
  We are committed to providing professional and reliable service. 
  

• Initial Complaint

  Date:04/08/2025

  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 Frank Gay to come fix my ** yesterday. The guy came and found all the issues i had with the *** then proceeded to try to hard sell me a new unit for 11,000$. He kept insisting that my only option was to replace the entire unit, using scary buzz words like bacterial growth and just insisting it was too dangerous to not replace right away. He didnt want to leave and was insistent that i sign up to finance a new system right away. (for context, I am a young woman who looks so young he asked me if i was 18+ , and i was home alone). My brother in law was made aware of the situation by my husband via the phone, and he arrived while i was trying to get the guy to leave, i believe he only left because my brother in law showed up. after reviewing the email from Frank Gay, i noticed it said that the service man had given me options and that one of those options he never said in person was to fix the ** for 2,000$. The whole experience was extremely predatory and even though the guy identified what was wrong with the *** he lied about the solutions to try to get more money. I paid the 89$ for him to come out and inspect the problem, but i am not going to work with them any further. The behavior of the repair man (more like salesman) was disgusting, because they clearly thought i was too young and naive to know a scam when i saw one, and he was extremely pushy about trying to get me to sign and pay for a new unit that I didnt need. someone else was able to repair my unit quickly and for cheap after this encounter. Its clear to me that Frank Gay trains their repairmen to be predatory salespeople.

  

  Business Response

  Date: 04/18/2025

  We take all customer feedback seriously and strive to provide professional and transparent service.
  
  Our records indicate that a qualified technician was dispatched to customer's home to assess the reported problems with her air conditioning system. Following a thorough diagnosis, our technician presented customer with multiple repair and replacement options, along with the associated costs for each.
  
  Contrary to the complaint, our standard procedure is to provide customers with a comprehensive understanding of the issues identified and all available solutions. Attached to this response are two screenshots from the documentation provided to customer at the time of service. These screenshots clearly outline the different options presented, including a repair option for approximately $2,000, in addition to the option for a full system replacement.
  
  The purpose of our diagnostic service is to accurately identify the cause of the ** malfunction and provide the customer with the necessary information to make an informed decision about how to proceed. While our technician may have discussed the potential benefits and long-term cost-effectiveness of a new, more efficient system as is common practice in our industry this was presented as one of several options, not the sole solution.
  
  The customer paid the standard $89 diagnostic fee for this service, which covered the technician's time and expertise in identifying the issues with her air conditioning system. As a diagnosis was completed and multiple solutions were provided, a refund of this fee is not warranted.
  
  We are committed to providing our customers with honest and reliable service.

  Attached are also photos of said ** system. 

• Initial Complaint

  Date:04/07/2025

  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.

  Had frank gay come out to give an estimate for an unknown leak issue because of water bill going up monthly. They came out on March 17. Quoted me a price of about $2300 and I wrote them a check. Within an hour we decided to cancel bc it was too much money and I called and a supervisor called me back stating we would not be charged. Later that week I noticed the check had been cashed. I have called every week and get told that a supervisor will call me. Never happens. I have been told the refund was approved and is being processed. Have seen nothing yet.

  

  Business Response

  Date: 04/18/2025

  Frank Gay Services acknowledges the customer's feedback. Our records confirm that Ms. ****** personally collected her refund check, resolving this matter.

• Initial Complaint

  Date:04/07/2025

  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.

  ****** unit purchased 10/2024 for $11K. 3/2024 the unit failed, through the breaker and burned the unit. Told nothing about the repair. Finally I obtained news after numerous calls. It would take 7 days for new part. No info on repair date scheduled. 1day to get a new unit. 7+ days to get repaired. No phone calls from supervisor, manager after requested even after 5 days of technician diagnosis. A new unit less than 6 months of usage has broken. No response from company as requested. I need help.

  

  Business Response

  Date: 04/18/2025

  Frank Gay Services acknowledges the customer's feedback. Our records confirm that the outside condenser has been replaced under the terms of the signed Customer Satisfaction Agreement (***). A copy of this document is attached for your reference. This matter is now considered resolved.

• Initial Complaint

  Date:04/02/2025

  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.

  On March 17, 2025. We entered into a contractual agreement with Frank Gay Services to install a new ** unit, Air Ducts, and Water Heater. On March 18, 2025, a4 man crew arrived a day early to install our unit and replace the air ducts. The job took all day but it was completed before they left. Two days later. About 2 and a half days later on March 21, 2025, we noticed that the ** thermometer shut off. From the installation, the tech advised that when that occurs, the safety switch is activated because the unit has filled with water. We called Frank Gay Services and they advised that they wouldn't be able to get a tech out until Saturday, March 22, 2025. The tech arrived on the 22nd and did all the trouble shooting with using the shop vac to try to **** the water out, pumping air through the pipe system, using this chemical called drain solve... etc. After a while, he was unable to resolve the issue. He created at make shift drain into our water heater emergency drain pan for the **. Stated that they will be sending **** out on Monday, March 24th to install a pump that would run through the attic outside. No, one showed up on the 24th... no one showed upon the 25th. We then called back and Frank Gay advised that they could not get us someone out until Friday, March 28, 2025. By March 27, 2025, I noticed water on my floors in the laundry where the ** and Water Heater is located. Realized the make shift drain that Frank Gays's tech put together, that was supposed to be there less than 48hrs, was seeping water out onto our floors. I called Frank Gay Services, they sent a tech out that night, March 27th. The tech took pictures, tried again to try to clear the ** pipe line and advised they will have damage control call us to set up an appt to clean the water up. We had an 8am appointment for March 28th to install ** pump and no one showed up. (Please see attachment for rest of complaint).

  

  Business Response

  Date: 04/16/2025

  Frank Gay Services appreciate the customer's feedback. Please allow me ***** business hours to investigate this matter. Thank you 

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing your concerns regarding the recent installation and subsequent water issue to our attention. We understand your frustration and want to assure you that we are addressing this matter.
  Following the activation of the ** unit's safety switch on March 21, 2025, our technician visited your property on March 22, 2025, to troubleshoot the issue. Upon notification of water seepage on March 27, 2025, we promptly dispatched a technician to assess the situation. Following this assessment, we engaged a third-party water damage restoration contractor who has since been on-site. They have been actively working on the water extraction and drying process. We understand that subsequent to this, they will be proceeding with the necessary repairs or replacement of the affected flooring. Please be assured that we have been in communication with you throughout this process to provide updates on the steps being taken. We remain committed to ensuring the satisfactory resolution of this issue and will continue to keep you informed as the flooring remediation progresses.

  Customer Answer

  Date: 04/26/2025

  This complaint is not resolved... We also have not received any information regarding how Frank Gay plans on resolving our issue. The response we received through the BBB was we will get back to you in ***** hours yet we received no action. Not sure how we respond to a none response. We are continually having issues with the unit and our flo..ors have not been replaced. We just had a tech out today who advised that the air ducts were not installed properly.

  Customer Answer

  Date: 04/28/2025

  
  
  

  This complaint is not resolved... We also have not received any information regarding how Frank Gay plans on resolving our issue. The response we received through the BBB was we will get back to you in ***** hours yet we received no action. Not sure how we respond to a none response. We are continually having issues with the unit and our flo..ors have not been replaced. We just had a tech out today who advised that the air ducts were not installed properly.

  

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns regarding the recent installation and subsequent water issue to our attention. We understand your frustration and want to assure you that we are addressing this matter.
  Following the activation of the ** unit's safety switch on March 21, 2025, our technician visited your property on March 22, 2025, to troubleshoot the issue. Upon notification of water seepage on March 27, 2025, we promptly dispatched a technician to assess the situation. Following this assessment, we engaged a third-party water damage restoration contractor who has since been on-site. They have been actively working on the water extraction and drying process. We understand that subsequent to this, they will be proceeding with the necessary repairs or replacement of the affected flooring. Please be assured that we have been in communication with you throughout this process to provide updates on the steps being taken. We remain committed to ensuring the satisfactory resolution of this issue and will continue to keep you informed as the flooring remediation progresses.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23150788
  
  I am rejecting this response because:

  
  Frank Gay has failed to accept accountability for the damages to our home or communicated any resolution regarding our flooring. Since the installation of our ** unit financed through Frank Gay, they have NOT treated us like a valued customer who has chosen their company and their products to do business with. Instead, the company has stone walled us from filing a complaint with their company, failed to provide us with corporates number, transferred us to a Customer Experience Representative who does not care about the customer experience, and sent techs to our home without notice to install items that they have forgotten upon the original installation.

  
  Based on Frank Gays response, they advised that they have kept us informed about remediation of our floors, but they have not. Damage control came out on March 28th, 2025, at 2pm to install the drying equipment. Damage control called and checked on the drying process every 2 days until the floors were fully dried. April 3, 2025, Damage Control reached out and advised that they had permission from Frank Gay to remove the damage flooring in our laundry room and they came on April 4, 2025, to remove the floors. After that damage control came back and we were able to remove the drying equipment from our home on April 8, 2025. Damage control had us sign documents and we asked what the next steps would be for the ***lacement of our floors. We were advised that the ***lacement of the floor will be decided by Frank Gay as they will be the one to pay for the ***lacement. That damage control submit their ***ort to Frank Gay and Frank Gay initiates the contractor or third-party vendor to come by and fix the floor. Since the removal of the drying equipment from damage control, there have not been any communication from Frank Gay regarding the ***lacement of our floors to date. Again, the drying equipment was removed on Tuesday, April 8th, as of this response, almost 3 weeks later, we still have no floors in our laundry room that was damaged by the company and no outreach regarding next steps on the ***lacement of the floors.
  Since our original complaint, we have continually had issues with the installation of our ** unit installed by Frank Gay. The customer service experience that we have had with Frank Gay has been beyond the worst customer centric experience you can receive from a company. They take no accountability and deflect instead of trying to help you resolve the issue. I would like to make it clear that this type of experience may not be the same in other markets, and I may just have the misfortune of being in the ******** branch where the managers and customer experienced ***resentative do not care about the experience of the customer and the ***utation of the company they are employed with. Every *** I spoke to ***orts to *** as their manager. Unfortunately, *** was not very helpful in wanting to get my issues resolved and very dismissive to my concerns and issues. I wanted to file a complaint to see if I could receive help from someone else, then I get transferred to Cartur who clearly does not care about customers concerns or needsis more dismissive than ***. Hangs up on you. Says they want to help but do not. States that they can open an email line of communication but when you email and ask for an update no response is ever received. Wants to tell the customer about due diligence but provides no due diligence in getting our issues and concerns resolved. Therefore, it is very disheartening to see a response to the BBB stating that Frank Guy is in communication with us and making sure they resolve our concerns because its all a lie. There is no communication from the back end of the company unless we call and demand an update.

  
  As of April 25, 2025, we had to call again stating another issue with the installation of our ** unit. One side of the house feels extremely warm, but the other side of the house is very cool. Along with the ** unit we purchased the ***lacement of our ** ducts. The tech came out to our home on April 26, 2025, and investigated our claim regarding the different temperatures throughout our home. The verdict, the air ducts were not installed correctly. Leading back to the multifaceted issues we have been having with our ** unit. 

  
  At the time of this response, we have had a different installation crew stop by and review the previous work done and agree that the original installation was not up to standard. On April 29, a different install team should be returning to our home and removing the previously installed airducts and redoing the original work. 

  
  Honestly, kindness is free. When my husband and I entered into a contractual agreement with Frank Gay for the ***lacement of our ** Unit and Air Ducts we did so in good faith that the company would honor all their warranties and send us a crew competent in their abilities to correctly and accurately install the unit purchased. Unfortunately, we have not received the level of care you would expect from a company as well-known as Frank Gay Services. 
  
  Sincerely,
  

  
  ******** ******

  

  Business Response

  Date: 05/08/2025

  Frank Gay Services appreciates the customer's feedback. We will reach out to customer.

   

  Customer Answer

  Date: 06/03/2025

  This complaint has been resolved by Frank Gay Services on 06/03/2025. Thank you to ****** for helping get our issues resolved. We can finally move forward. 

• Initial Complaint

  Date:03/10/2025

  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 paid for service never performed and they will not return my money. I did cancel the order.

  

  Business Response

  Date: 03/18/2025

  Frank Gay Services appreciates the customer's feedback and the opportunity to address their concerns. We are pleased to report that we have reached out to the customer and have issued a full refund. The refund check has been processed and mailed, and the customer should receive it within the coming week. We sincerely apologize for any inconvenience this matter may have caused. We are committed to providing excellent customer service and are taking steps to ensure similar issues are avoided in the future. Attached is the refund invoice.

• Initial Complaint

  Date:03/05/2025

  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.

  Im a senior citizen and on a fixed income. I called this company to install an Installed a water heater on May 29, 2024. From the moment they installed it Ive had non stop issues. They state their company offers a one year warranty on labor. But yet they keep sending different people out that dont fix the issue. Each person they send out blames the issue on the last person. When confronted about this issue they them claim they no longer offer a warranty on labor. Theyre scammers. They installed a perfectly good water heater wrong and it caused it to short circuit and they continue to pass the blame around

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing your concerns to our attention. Frank Gay Services values your feedback and is committed to providing excellent service to all our customers, especially our senior community members. We have carefully reviewed your complaint and our records regarding the water heater installation on May 29, 2024. We understand your frustration with the ongoing issues and want to clarify a few points. Warranty: As a company policy, we offer a one-year warranty on labor for installations we perform. However, in this specific case, the invoice clearly states "NO WARRANTY" because you provided the water heater. This means the warranty would fall under the manufacturer, *****, not Frank Gay Services. We advised you to contact ***** to explore potential warranty coverage for the unit itself. Technician Visits: Despite the lack of warranty on our part, we sent multiple technicians to your home free of charge in an attempt to address your concerns and ensure customer satisfaction. Our records indicate that these technicians did not find any fault with our installation. We understand that it can be frustrating to experience issues with a newly installed appliance. However, we stand by the quality of our workmanship and maintain that our installation was not the cause of the problems you are experiencing. To help resolve this issue, we recommend contacting Rheem directly to discuss your warranty options. We are also happy to provide you with any documentation or information that might assist you in this process. We appreciate your understanding and remain committed to ensuring your satisfaction whenever possible.

  Customer Answer

  Date: 04/03/2025

  Im a senior citizen and on a fixed income. I called this company to install an Installed a water heater on May 29, 2024. From the moment they installed it Ive had non stop issues. They state their company offers a one year warranty on labor. But yet they keep sending different people out that dont fix the issue. Each person they send out blames the issue on the last person. When confronted about this issue they them claim they no longer offer a warranty on labor. Theyre scammers. They installed a perfectly good water heater wrong and it caused it to short circuit and they continue to pass the blame around

   

  Refund

  

  Business Response

  Date: 04/09/2025

  Thank you for taking the time to share your feedback regarding the water heater installation.
  
  As previously communicated and clearly stated on your invoice (previously attached), the water heater installed was customer-supplied. In such instances, our warranty specifically excludes the supplied equipment, and the invoice explicitly indicates "NO WARRANTY."
  
  Therefore, based on the terms agreed upon and documented, we are not liable for issues arising from customer-supplied equipment and will not be issuing a refund for the installation service.