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:12/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am A State certified Home Inspector. Was told by A young Kid that I had PVC attached to the Hot water, And they wouldn't fix the problem. was charged $154.00. Upon further evaluation buy A different Plumber It was determined that the pipe was the proper CPVC pipe

  

  Business Response

  Date: 12/16/2024

  Frank Gay Services values customer feedback. To better assist you, please provide a copy of the competitor's invoice for review by our plumbing department.

  Customer Answer

  Date: 12/17/2024

   
  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:12/02/2024

  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 October 14th and 15th 2024 I paid Frank Gay Services a total of $6,123.00 for repair service for the main water line to my home.During the last hurricane in my home state I had a broken water main to my home. I hired Frank Gay Services to do the repairs.During the repair the service person broke my sprinkler system, and made no mention of it. I then had to have someone come in and repair the system, which required new pipes to be laid.I contacted Frank Gay Services to inform them of the situation, and requested them to reimburse the amount I had to pay for the repairs of the sprinkler system. Amount $770.00.The manager of the plumbing system contacted me, and I informed him of the situation. He was quite amicable and professional. I then sent him the amount paid. Well, since that conversation I have tried calling him back numerous times, I have left several messages for him, and I have had no return call to date.I have not had a permit, or inspection since the work was done, and it is needed in order to file a claim to my insurance company.Frank *********** has failed to do the completion of the job, and I am unable to get in touch with anyone. They have simply refused to return my call, as a result someone almost fell in the area that they left uncovered after the repair.They have failed to comply with the terms and conditions of our agreement specifically the provision on contractors responsibility. They havent completed the work they were paid to do. May I request that you make contact with Frank Gay Services to get this issue resolved.Sincerely **** ****** ************

  

  Business Response

  Date: 12/03/2024

  Frank Gay Services values customer feedback. Following the customers concern regarding the irrigation system, our plumbing manager spoke with the customer directly. We clarified that while we are not responsible for irrigation systems, we were willing to make a reasonable effort to reconnect the system, as it appeared to be in close proximity to the new main line. To accurately assess the situation, we dispatched a technician to reevaluate the job site. The customer indicated they would show the technician the specific location for reconnection. Our technician successfully reconnected the irrigation system to the potable water supply. We offered this service as a professional courtesy, given that the customer had already incurred costs for an irrigation company to excavate the area. While we have fulfilled all contractual obligations and provided additional services at no cost, we are unable to schedule a final inspection until the customer signs the Notice of Commencement. Upon receipt of the signed ***, we will promptly arrange for the inspection.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22627346
  
  I am rejecting this response because:
  I need Frank Gay Services to get the permit and the inspection done as requested. After which I need the hole to be covered. 
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/05/2024

  Frank Gay Services values customer feedback. The delay in scheduling the inspection and backfill was due to the customer's late submission of the signed Notice of Commencement (***) as the customer originally refused to sign. We received the signed *** on the evening of December 3, 2024, and immediately submitted it for processing the morning of December 4, 2024, once we were in office. Once it has been accepted and recorded and Polk County approves the ***, we can schedule the necessary inspections and subsequent backfill. 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22627346
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******.
  

  I am not accepting the response based on Frank Gay Services previous non response. I will agree once the inspection is done and the hole is covered. Thank you. 

  

  Business Response

  Date: 12/18/2024

  Frank Gay Services appreciates your feedback. We understand the importance of timely service and strive to meet or exceed customer expectations. In this specific instance, there was an unforeseen delay due to a required Notice of Commencement (NOC) that needed to be signed by the property owner. Unfortunately, the owner declined to sign until we had responded to their Better Business Bureau complaint stating she refused to sign. Once we obtained the necessary signatures, we promptly submitted the *** to the county. We remain committed to resolving this matter as quickly as possible and will keep you updated on our progress.

  Customer Answer

  Date: 12/23/2024

   
  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:11/20/2024

  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.

  In January of 2024, I hired Frank Gay to replace the main water line and spent $4,400 on their services. In October of 2024, another leak was detected regarding the same issue and due to the service being under the companies one year warranty they returned and we were shown and confirmed by the technician that the second leak was a result of a part not being replaced at the main water meter that should have been replaced during the original service in January. Our water bill was $400 during the first leak, which was adjusted by the city with proof of service. Our water bill for the second leak to due Frank gays technicians negligence is $1500. After weeks of constantly attempting to contact a manager at Frank Gay, we are constantly told there is no one to speak to and notes have been left on our account for someone to get in contact with us, which has never happened a single time. They claim to take the water bill and service invoice to the city for a comped bill, which is not possible as we had the water bill adjusted during the first leak in January and they will not accommodate a second leak within the same 12 months. This should not be our responsibility as it is documented as a lack of service we originally paid for.

  

  Business Response

  Date: 12/02/2024

  Frank Gay Services appreciates the customer's feedback. Attached is the invoice from the service call on 10/23/24. Notes from the technician state the leak was on the city side and the gasket corroded away. The technician replaced it as a curtesy. Frank Gay Services recommends taking the invoice and giving it to the water company.

• Initial Complaint

  Date:11/17/2024

  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.

  06/28/24Frank Gay Services (FGS) agreement Install a New Shower Pan up to ***************************************** shower base and installing a new shower base $5839.08/08FGS technician(tech) started shower work.Original shower base/liner remained intact except for around the drain.Dura rock to be ************** visit by installation manager ***** ****** was after work performed on shower&new shower pan liner installed.08/09FGS tech came back, previous tech forgot to install drain opening. FGS contractor installed dura rock.We questioned why dura stuck out so much at the bottom. Contractor said it was because original shower base/liner not removed.10/04FGS master plumber(MP) install shower fixtures&spoke to tile installer about work FGS performed&the fact that original shower base/liner not removed.Tile installer provided affidavit of sworn statement attesting to discussion with FGS MP. I showed FGS MP pics of shower work&discussed my grievances.He noted dura rock installation was not up to standards. He also stated that *** needs to make this right&that I should be due some refund.He called ***** ******.10/15Brett ****** called me,I stated my grievances, original shower base/liner not removed.Stated dura rock issues.***** repeatedly assured me FGS will make it right.10/16Brett came to my house.Explained my grievances again, original shower base/liner not removed.He became very defensive,raised his voice said,yes it was,I was here. Reminded him again he was not here,he arrived late afternoon after shower pan liner was installed. I stated dura rock issues& I lost 10 of floor space & 3 of floor depth. He lost his composure, pulled out tablet saying he has 130 photos. I said show me where the existing shower base/liner was removed.He was not able to produce any photos showing the original shower base/liner was removed. I told ***** I paid $5839 & I did not get $5839 worth of services& I want a refund.***** said FGS will not refund me&will not take accountability.

  

  Business Response

  Date: 11/29/2024

  Frank Gay Services appreciates the customer's feedback. ********************** would like the customer to provide the affidavit from tile Contractor. Once Frank Gay Services receives that we can investigate further. Please have customer provide the documentation. 

  Customer Answer

  Date: 11/29/2024

  See attached requested document. 

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22568500
  
  I am rejecting this response because, a copy of the affidavit of sworn statement has been provided as requested. I still want a refund for the services that were not provided and poor workmanship/conduct of Frank Gay Services. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/05/2024

  Frank Gay Services values the customer's feedback. We understand your concern regarding the use of a shower liner instead of a pan. Given your desire to tile the shower, a liner was the appropriate choice. A pan is typically used for prefabricated shower units, which was not the case for your specific project. Our technician's notes confirm the removal of the old liner. While our invoice may reference a "shower pan," this term can also encompass a liner. We apologize for any confusion this may have caused. We have fulfilled our contractual obligations in accordance with the agreed-upon scope of work. Therefore, we cannot offer a refund for the completed work.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22568500
  
  I am rejecting this response because: The use of a shower liner instead of a pan is not in question.The matter of concern is that I was charged and paid $5839.00 for Install New Shower Pan up to 60"- Includes removing the existing bath tub or shower base and installing a new shower base. The existing shower base was not removed. This was confirmed by Frank Gay Services dura rock contractor and Frank Gay Services master plumber ***** ********* on 10/04/24. Affidavit of sworn statement already provided. Your technicians notes confirming removal of the old liner is inaccurate/false. Your technician and his helper only removed the shower wall and floor tiles, the existing shower base was not removed. Your installation manager ***** ****** visited my house on 10/16/24 and stated he had 130 photos of the work performed on my shower. However, when asked to produce a picture showing the existing shower base was removed, ***** ****** could not produce any such picture. The existing shower base was not removed. Frank Gay Services did not fulfill the contractual obligations in accordance with the agreed upon scope of work. Only half of the work was performed that I was billed and paid for. I am due a refund for removing the existing bath tub or shower base as that portion of the services was not performed. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/24/2024

  Frank Gay Services values the customer's feedback. We understand your concern, but we have fulfilled our contractual obligations in accordance with the agreed-upon scope of work. Therefore, we cannot offer a refund for the completed work. 

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22568500
  
  I am rejecting this response because: Frank Gay Services response of Frank Gay Services values the customer's feedback.We understand your concern, but we have fulfilled our contractual obligations in accordance with the agreed-upon scope of work. Therefore, we cannot offer a refund for the completed work., remains in dispute. This matter will be further escalated. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/15/2024

  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.

  Frank Gay was hired to do a repipe on my home. They started work on 10/17/24 and completed on 10/18. On 10/20, I found multiple issues. A call to FG is made, I list the issues to include an active leak on the newly installed main line, outdoor spigots with PEX pipe exposed to sunlight, a 3/4 pipe was installed in 1/2 space between drywall and cinder block, and pipe ran through the middle of kitchen cabinet space. On 10/21, I called FG because I hadnt yet heard from anyone. An appointment was made for 10/23 and I again requested a supervisor (2nd time). On 10/23, a technician arrives with instruction to fix the leak and look at the issues I mentioned. During the visit, he contacted his manager to report what he found. An appointment for 10/28 is made to fix the unfinished work. 10/28 comes, FG reschedules for 10/29. On 10/29, a technician from the first day arrives to fix the issues. On 11/1, I discover that the kitchen valves are leaking. Which was work fixed on 10/29. I call FG and explain that theres another leak and request a supervisor to respond (3rd time). On 11/2, the kitchen leak is fixed. At this point, all work should be complete. On 11/4, I contact my city to see if an inspection has been scheduled - Im told that a permit wasn't issued. They tell me that FG never responded (still haven't 11/15) to a request for plumbing plans. I then contact ** to let them know what my city told me. The permitting department at ** advised me that she never received the plans and is working on getting those. I've also been overbilled by $452 +tax for a faucet remodeling plate that couldn't be installed by the technicians, who also said I wouldn't be billed. I've been trying to get that refunded for over a week, but I'm still waiting for a callback from a manager (who dispatch says I need to speak with). Also, while checking for leaks in my attic - I found that FG decided that placing a stack of plywood on top of my AC ducts was a smart idea. Pictures are attached.

  

  Business Response

  Date: 11/27/2024

  Frank Gay Services appreciates the customer's feedback. Final inspection was 11/22/2024 and passed. We spoke with synchrony and confirmed that $452.00 refund does reflect in client's account. Scheduled back fill for 11/22/2024,10am - 2pm. 

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  
  The fact that Frank Gays response basically ignored all of my complaints (aside from the $452 bill adjustment for service they couldnt complete) is just par for the course with their quality of customer service/communication. 
  

  In the end, my job is complete and the bill correction was made. Unfortunately, I took a complaint with BBB to finally get action from them. 
  
  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:11/15/2024

  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 Services A/C - complaint for deceptive practices, overcharging, and poor customer relations service. As a senior woman unfamiliar with HVAC services, I feel I have been taken advantage of and treated unfairly. 1. Excessive charging: I was billed $129 for a diagnosis, and an additional $291 for the part 45/5 ******************** Run Capacitor (440/370V). The retail price of the replaced part is $4-12, suggesting a markup of over *****%. Invoice issued for this A/C units servicing was for $420. 2. Failure to honor advertised policies: Their website states that the diagnostic fee would be waived if repairs were made by them. However, I was charged both fees. 3. Lack of transparency: Despite my requests, I was not provided with a detailed invoice or pictures of the work done.4. Poor communication: My first email attempt to negotiate the price (10/31/2024) or speaking with a manager was ignored, and follow-up ones were blocked (11/06/2024), suggesting a deliberate attempt to avoid addressing any concerns. I managed to save some of the 'set to disappear' pictures and messages sent by the tech on 10/04/2024. 5. Exploitation: I believe the company took advantage of my age, gender, and lack of technical knowledge, to overcharge for the replaced part. I have tried multiple times to resolve this issue directly with Frank Gay Services A/C, but they have been uncooperative (spoke with rep. ******** on 10/31 and ***** on 11/6 and only the 2nd email was undeliverable - as '************************************ couldn't be found'). Their managers' actions suggest they believe themselves to be untouchable and above consumers.Please, investigate these practices and take appropriate action to protect other consumers, especially vulnerable populations, from similar experiences

  Customer Answer

  Date: 11/15/2024

  In one of the documents I stated my proposal; a $200 reimbursement. Thank you 

  

  Business Response

  Date: 11/27/2024

  Frank Gay Services appreciates the customer's feedback. The $129 was an after-hours fee not for diagnosis and was explained in the recorded call. The capacitor was $291 which included the part and installation performed by a licensed, trained and insured professional. All labor, workmanship and materials are back behind the Company's 1 year guarantee along with any remaining manufacture warranty on materials and parts. While we understand the customer's desire to minimize costs, it's important to emphasize the value and expertise provided by our highly trained technicians. Their specialized knowledge, coupled with adherence to industry standards ensures the quality and safety of the work. The costs associated with materials, labor, and parts are necessary to deliver a professional and reliable installation. There is an $89 diagnostic fee which was waived with the repair. See attached invoice reflecting customer was never charged. We operate with an upfront pricing model, which requires your signature before we begin any work. This model provides transparency and predictability for both parties, ensuring you are fully aware of the project's cost before we start. This allows us to provide a fixed price for the entire project, eliminating any surprises or hidden fees. We understand that hourly or labor-cost pricing might seem appealing, but our approach focuses on the scope of work.
  
  
  
  

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22560439
  
  I am rejecting this response because: The adds contradict they 'avalanche or detailed charges' and the $300 for a $4-8 battery exchange by 'super-expert' in 5 minute were excessive for any standards! What they now justify the $129 initial payment, was to 'enlighten us' not to apply towards the labor as initially stated in their add.  I stay by my fair request for reimbursement of $200 
  
  Sincerely,
  
  *** ***** *******

  

  Business Response

  Date: 12/05/2024

  Frank Gay Services appreciates the customer's feedback. While we offered a flexible scheduling option with associated fees, the customer ultimately chose a specific service window and signed the estimate. As such, a refund is not applicable under these circumstances. We can provide a recording of the phone call to further clarify the terms of service discussed.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22560439
  I'd like to have the recording of the phone call to further clarify the terms of service discussed, thanks. This is my point of view for 'fair consideration': the cost for A/C capacitor replacement by a licensed, trained, and insured professional is $150-$250.
  I am rejecting the business' response because: From the **************** the median price for replacing an AC capacitor with the above mentioned details is $180. The amount I have been charged, (of $420.00) is above the highest, at national level. The service call fee ($75 - $135) solely to protect the servicer, it is known to be credited back if the caller proceed with the repair.
  
  Sincerely,
  
  *** ***** *******

  

  Business Response

  Date: 12/24/2024

  Attached is the phone call for Complaint ********

  

  Business Response

  Date: 12/24/2024

  Thank you for your feedback. Frank Gay Services values customer satisfaction. However, our pricing is based on a thorough assessment of the work to be performed, including labor, materials, and expertise. We believe our pricing structure reflects the quality of our service and the value we provide. We understand that you may have compared our pricing to other companies. However, it's important to note that pricing can vary significantly based on factors such as experience, warranties, and the scope of work. We appreciate you choosing Frank Gay Services for your recent project. We strive to provide exceptional service and stand behind the quality of our work. We have also shared a recording of our initial consultation with the Better Business Bureau for their review.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22560439:
  I am declining Frank Gay's Services due to unresolved concerns. While I appreciate your stated commitment to customer satisfaction, the pricing$420 compared to a national median of $180remains unexplained in relation to industry standards. The justification for this premium, especially for a $4 condenser repair, appears insufficient. Additionally, referencing a recording "shared with the BBB" seems more a deflection than an effort to address the issue.
  My decision to approach the BBB was not solely about the pricing but about broader principles: fairness, integrity, and equitable treatment. I trust these foundational standards will ultimately be upheld.
  
  
  Sincerely,
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my AC worked on. The tech ********** ********** showed up. And said I had to replace a motherboard. He told me ****** , I had to go to work he said that's fine he doesn't need access to inside the house. I paid . Nothing has been fixed and now the company is acting like I never paid. And want more money to come fix it again. Nothing is being done about the money I already paid.

  

  Business Response

  Date: 11/19/2024

  Frank Gay Services appreciates the customer's feedback. Customer needs a new T-stat wire ran. We have offered the customer a resolution and the customer stated he would think about it and let us know. 

• Initial Complaint

  Date:11/12/2024

  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.

  The plumber came on 10/1/24 and I asked that he fix a leak in the toilet tank and fix a flushing problem in the same toilet as well as fixing the handle on the wall that shuts off the water to the toilet. He never fixed the flushing problem or the handle and then proceeded to take pictures of all my faucets, shower heads and pipes without asking me. He opened cabinets to take pictures of the underneath of sinks. He spent time doing this when I didn't want him to without my permission, it was an violation of privacy and didn't focus on what he was there for. The toilet still doesn't flush right. He wasn't honest about issues with my water and iron trying to sell me on a water treatment system for over $4000. 00 and then another service for water and mold treatment for over $4000.00 when he didn't find any mold. I told him I wasn't interested and 45 minutes after he left, a man in plain clothes in a personal truck (no company logo anywhere) came to my door to treat the water/mold damage. It was very upsetting that the Frank Gay employee gave my name and address to this man. I asked for money back, since he didn't complete the work and for them to send a different employee to my house to finish the work. I also filed a complaint to the company about this. They were not nice about it and argued with me about their practices of taking pictures without asking, lying about the iron in my water, not completing the work and referring other people to approach me to do services I didn't want. He pressured me with over $8000.00 of services I don't need and used high pressure sales talk trying to scare an elderly crippled woman who was alone. This is elderly abuse/scam. I want an investigation of the practices of Frank Gay Services in *********. I see a long list of complaints for this company and do not understand how they have a BBB rating of A+ on your Better Business site.

  

  Business Response

  Date: 11/19/2024

  Frank Gay Services appreciates the customer's feedback. Attached is the signed estimate (before we start work) and signed invoice (after work is completed). Also attached 2 pictures of before with all the iron deposits and after. We also sent another technician out 11/15 at no charge to check everything out and it was working properly. She was charged correctly, and work has been completed.

  Customer Answer

  Date: 12/02/2024

  I asked that Frank Gay return money from my payment for unfinished work and charging more than double what other plumbers in the area charge, taking advantage of my flooding emergency. I also asked that they send a DIFFERENT ********** to finish the work that the first ********** ***** ****** did NOT do. On 11/15/24 ***** ****** came back. I called the company and told them I did not want him since he pressured me several times in our exchange to buy very expensive products or services of over $8000 00 I didn't need and took pictures of my house without asking me and DIDN'T fix what I had hired him to do. they said they couldn't sent a different person and I would have to reschedule if i didn't let him attempt to fix my toilet. I had already missed 2 days of work to be at my house for a plumber to come. He continued to lie to my daughter and me about the issues causing the stopped up toilet drain and tank overflow and need for a filtration system for over $4000.00. The ONLY reason ***** ****** completed the job is because I asked my son to be here to make sure he didn't lie about the problems and did the correct repairs. My son has to evaluate the problem and told ***** what he needed to do. This is a terrible business to deal ***. I am not the only customer who has had big problems with them. My son knew more about what needed to be done than ***** ******

  Customer Answer

  Date: 12/03/2024

  
  I asked that Frank Gay return money from my payment for unfinished work and charging more than double what other plumbers in the area charge, taking advantage of my flooding emergency. I also asked that they send a DIFFERENT ********** to finish the work that the first ********** ***** ****** did NOT do. On 11/15/24 ***** ****** came back. I called the company and told them I did not want him since he pressured me several times in our exchange to buy very expensive products or services of over $8000 00 I didn't need and took pictures of my house without asking me and DIDN'T fix what I had hired him to do. they said they couldn't sent a different person and I would have to reschedule if i didn't let him attempt to fix my toilet. I had already missed 2 days of work to be at my house for a plumber to come. He continued to lie to my daughter and me about the issues causing the stopped up toilet drain and tank overflow and need for a filtration system for over $4000.00. The ONLY reason ***** ****** completed the job is because I asked my son to be here to make sure he didn't lie about the problems and did the correct repairs. My son has to evaluate the problem and told ***** what he needed to do. This is a terrible business to deal ***. I am not the only customer who has had big problems with them. My son knew more about what needed to be done than ***** ******

  

  Business Response

  Date: 12/04/2024

  Frank Gay Services values your input. The project was completed in accordance with the signed estimate and invoice. The provided images highlight the potential need for a filtration system to address the water's iron content. As our pricing structure is based on the scope of work rather than hourly rates or specific parts and labor, a refund is not applicable at this time.
  
  

  Customer Answer

  Date: 12/16/2024

  With the number of complaints posted with the BBB against the Frank ************ I am surprised they are approved by the BBB.

  The only reason they finished the job on the return visit to my house is because my son came and told the tech what to do and made sure he did it. Some of the photographs the tech provided to the Frank *********** and the BBB were not of my house. I have bead board on my bathroom walls with no water damage and some of the photos showed damaged peeled paint on the wall behind the toilet. They not only lied to me about what the problem was and what the tech fixed, but the photographs are also a lie. I do not have a rust problem. My water has been tested and I know what it is. Most people have a discoloration on the inside of the tank if it is not a new toilet.

  The Frank *********** is a terrible company to deal with and should not be approved by the BBB. I looked on your website and based on your approval of Good Standing I hired them. What good is it to have a Better Business Bureau if it doesn't reveal the problems of a company and reviews of bad business practice. I am confused about your purpose. 

   

• Initial Complaint

  Date:11/08/2024

  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.

  the date was 9-6-22 we bought a water filtration system.we were told it would solve the hard water problem,have no calcium build up,and remove the chemicals from the ******** removes the chemicals,but not the other two.they sent a tech out on oct. 26.and he told us the system is only supposed to take out the chemicals and it is doing that.that's not what we were told nor what the brocure they gav us implies.we have gone to crime against seniors in the villages,and they could not get the company to do anything either.

  

  Business Response

  Date: 11/11/2024

  Frank Gay Services appreciates the customer's feedback. Please find the attached brochure and invoice reference. The equipment is functioning as intended. While no system is perfect, routine maintenance, such as cleaning shower doors, will be necessary. We have been in contact with this customer. 

• Initial Complaint

  Date:11/02/2024

  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.

  Emergency Diagnosis Fee of $129 and an additional $237 to fix a small light fixture which was the front lantern. The fee of $366 appears excessive especially as hurricane hit October 9-10 and this job was on the 20th but my issue is that the technician said they could not do the job (could not fit on base correctly) and still charged full price after clipping the screws because I mentioned I could not leave it with wires sticking out. Base is not as tight as it should be so the technician put a paste around the base. Poor quality and should not be full price! Contacted twice already for a call back to share experience and have not received a response.

  

  Business Response

  Date: 11/11/2024

  Frank Gay Services appreciates the customer's feedback. We have reached out by phone and email on 11/7/2024 with a possible resolution and have not heard back from customer as of today.

  Customer Answer

  Date: 11/12/2024

   
  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. They have offered a complete refund to the original method of payment.
  
  Sincerely,
  
  ****** *******