Reviews
This profile includes reviews for Frank Gay Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 818 Customer Reviews
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Review fromDale S
Date: 10/07/2022
2 starsDale S
Date: 10/07/2022
I think this business should not charge a trip charge to look at their own work that is under warranty. I phoned 5 days later.
Frank Gay Services, LLC
Date: 10/12/2022
Judith, we appreciate your feedback.
If you would like to discuss in further detail, please feel free to contact our customer experience specialist at 407-326-6729 Ext 1087.Dale S
Date: 10/14/2022
I have not been able to reach anyone I get voice mail only.Review fromMichael O
Date: 10/07/2022
1 starMichael O
Date: 10/07/2022
Two Frank Gay Technicians came to my house on Sept.30 after I called to report a error code E-310 on my AO smith Hybrid water heater. They looked like they never saw this type of unit before. I showed them the user book from AO Smith and what the code indicated. They called AO Smiths tech. support took some covers of the water heater and said it was a heat sensor, THEY ordered the part from AO Smith. The part arrived in the mail om Oct 1st and I called Frank Gay back and a new technician was sent on Oct.6, this tech said yes that was the problem and started to install the heat sensor. He undid the same covers as the other technicians and than told me it could not be fixed without removing the the entire water at a cost of $1900 I told him to put every thin back the way it was and leave. He tried to bill me $250 for the visit and I told him I would pay the $40 for the visit and nothing else since the same problem I call about one week ago was still there, he left with nothing.Frank Gay Services, LLC
Date: 10/12/2022
If you would like to speak with someone regarding your recent matter please feel free to contact our customer experience specialist at 407-326-6729 ext 1087.Review fromDiane F
Date: 08/26/2022
1 starfirst of all the actual company name is now ******************. Had a new ac installed about a month ago. The air flow to three vents is nonexistant in three rooms of the house. They sent the crew back and they said they fixed the problem. They did not and since then I have had two supervisors out and they agreed the problem was not fixed. The last supervisor was out here a week ago today and I still have not heard back from them on what the solution is going to be to fix the problem. Biggest complaint is they know there is a problem have not advised of what they are going to do to fix the problem and I have to make all the phone calls trying to get it fixed. Their customer service is also nonexistant apparently and they do not stand behind their work.Review fromKristina V
Date: 08/17/2022
1 starKristina V
Date: 08/17/2022
Do not go with this company unless you want to be ripped off. This company came to my house and replaced several parts on my A/C. The tech stated I had no warranty. I had no problem paying the 600$ but as I looked into this further I found out I had a warranty covering my parts and it was for 10 years. When I called the office and explained that the tech did not look up a warranty when he was here and that I had a 10 year one they sent an email several days later showing my warranty but failed to put in my last name which it clearly states on the screenshot the company sent me "Homeowner last name must be entered and verified to display complete limited warranty coverage" so it only showed a 5 year expired warranty. When I went onto the Goodman site myself and put in my correct information my 10 year warranty popped up and I provided that screenshot to them and they emailed me back a day later saying they will refund me 140$ not the $263 I was charged because of a "warranty fee". I'm not paying for a fee when I was the one who provided the information to them and after all I had to explain to a company that has been in business for over 40 years several times and leaving out important information on my warranty lookup. I paid over 600$ you guys got enough of my money I'm not going to be charged some random fee because you can't do your jobs correctly. I would have had no problem paying this fee in the beginning if the warranty was looked up in the first place but it wasn't and it wasn't correctly looked up a second time either. No thanks.Frank Gay Services, LLC
Date: 08/18/2022
Customer experience will be reaching out to you at this time.Kristina V
Date: 08/18/2022
Customer service reached out same day and gave me my full refund.Review fromNancy F
Date: 08/17/2022
1 starNancy F
Date: 08/17/2022
I called Frank Gay to do some electrical work, outlets, fluorescent conversion to energy saving LED, Dryer outlet upgrade; It wasn't until after agreeing to the price that I looked carefully at the invoice and saw the individual costs of the following two items which the tech suggested for home protection; neither were on my list: (1) add a main panel surge protector and (2) dual main grounding system. After the fact, my mistake, I called Eaton. The Eaton Complete Home Surge Protection piece is about $50 online. For this installation I was charged $825. I called Easton and they said $825 was OUTRAGEOUS. For the Install Dual Main Grounding System Level One I was charged $732 ? These two items took less than one hour to install. A total of $1,557. I broke my own rule of researching before signing any agreement which I will not do again. I called Frank Gay in Winter Park to complain (after researching) and was told that "that's our pricing", no credit or any further explanation. I'm sure there wasn't one except GREEDFrank Gay Services, LLC
Date: 08/18/2022
Thank you for sharing your experience with us.
Our customer experience specialist will be contacting you momentarily.Review fromJohn & Veronica R
Date: 08/02/2022
1 starJohn & Veronica R
Date: 08/02/2022
On 4/17, we had a lighting ground strike that took out many of our appliances, AC, 7 smoke detectors, an electric recliner, 6 GFI outlets, security system even the home generator. We were instructed from *********** to have a licensed electrician to access all the damage to receive compensation for repairs, as we were paying *********** (**)for Surge protection. We called Frank Gay (FG) to come assess the issues. Marcus Williams was the technician. He put his test meter on the main wires coming into the house and said they were live, so your getting power to the house. This I knew, but he said he couldn't do anymore as he wasn't an AC technician, nor a generator tech. The bill was $306. Marcus also stated that there was no surge protector on the house as ** had me paying for. He said that they had a surge protector that would protect the entire house. It would be installed in front of the wires coming into the house. If the sure protector took a hit and was damaged, FG would replace it. It's a Lifetime Guarantee. If anything in the home was damaged due to power getting through the surge protector, then we would be protected up to $75K. We called and set an appointment date to get the unit installed. Marcus was the technician. He took less then 20 minutes. He had installed the surge protector and knocked on the door to give me the box the unit was in and left. When my husband arrived home, he was furious. The unit is on ******, a total with tax of $196.81. Our invoice was $917! Called customer service (P. ******) and shared how unhappy we were with the situation. I had asked her who would be taking care of damages and claims if anything was to happen. She replied, it would be *****, not FG. So, what am I paying Frank Gay for? Answer, 30-day installation fee. In a written email, she was willing to refund back $150, but only if we signed an agreement of satisfaction. I guess my question is, how do you want me to sign a satisfaction agreement if I am not satisfied?Frank Gay Services, LLC
Date: 08/04/2022
Our customer experience specialist has made an attempt to contact you.
Please return our call so we may address your concerns.John & Veronica R
Date: 08/11/2022
Spoke to Sarah *******. No resolution was achieved. I am not taking a refund of $150 and sign a satisfactory agreement when I am not satisfied. When responding to my comment on BBB, they actually sent a comment from someone's else complaint! And of course that was not a good one either. Lesson learned. Always go to BBB before hiring someone to do any work for you. Sarah mentioned Frank Gay has been in service for 40 years. I believe that because they have enough money from scamming all their customers. Please read all other comments and not just mine. Sad there are more bad reviews than good ones. Again lesson learned.Frank Gay Services, LLC
Date: 08/11/2022
We value your feedback and cannot provide a 40% refund of a contracted job you agreed to.John & Veronica R
Date: 08/11/2022
Again, the contracted job was presented to be much more technical and difficult than portrayed. Not something you buy off ****** and stick it on a pipe that took way less than 20 minutes. You charge customers outrageous amounts and don't list a breakdown of services. The part was $200 with tax and you charged $700 in labor...Oh yes, you said it was for gas and time it took to get to our home. Again, lesson learned. I hope everyone reads your reviews before thinking about utilizing your services. Please keep the $150 you so graciously offered to refund us and pass that onto someone else who you choose to give false information to for your services.Review frombhappie
Date: 07/31/2022
1 starbhappie
Date: 07/31/2022
Oct 2021 they did a whole house repipe for me. On the last day they said they needed to change the plumbing of the 3 showers and showed me the parts they need to install. They said it would be an extra $2700! They knew I was stuck. Told me I couldn't touch the pipes or it would void the warranty. Negotiated it down to $1029 with a manager. I found they had broken a transition strip in my bathroom, they used a guest towel to clean up grease, left the cover off the main by the sidewalk, had a water line resting on an electrical cord that was strung across the trusses (in the air) in the attack, left dirty hand prints all over including 15 feet up my wall, dropped my bleach and put the washer and dryer back with the bleach behind them, left the washer discharge on the floor which flooded a few rooms ruining some of my things. They refunded me about 10% of what I had paid to make amends. I had their $15 a month maintenance plan already so I called them to inspect my HVAC. A week later water backed up the drain and my AC stopped working. They sent someone out and said the $89 diagnostic fee is waived because of my service plan. The tech found the problem, a $20 safe-T-switch. They said it would be $300+ to install it. Even the tech said "Yeah, their prices are ridiculous." I said no and since I was away at the time, I had my cousin install it for me. 2 wires and 10 minutes of work. I then get a $193 charge on my credit card they have on file. They said the $89 diagnostic fee that was waived was a visual diagnostic and the tech had to dig deeper than that. They said "You signed the estimate" and "No refund is warranted." I was away. They caused the problem by clogging the pipe when they tried to clean it causing it to back up and flood the unit activating the faulty switch.Frank Gay Services, LLC
Date: 08/04/2022
Brian, our customer experience specialist will be in touch with you to address your concerns.bhappie
Date: 08/16/2022
After many emails and calls a manager finally called back today, 08-16-22. They requested before and after pictures of each of the problems in order to fix them. This is not possible. Why would I have before pictures of areas of my house that I never knew would be damaged? They know this and this is how they pretend to care and avoid responsibility.Review fromJean C
Date: 07/27/2022
1 starJean C
Date: 07/27/2022
No stars for Frank Gay.I had to leave one to leave a review. Beware beware beware. Cant stress enough. Beware. We needed to have drain in slab home replaced. What a nightmare! 3 weeks they left us in occupied home with open 3 foot deep trench through bathroom,hallway, and a bedroom.And dirt piled in front of bedroom doors.A definite OSHA violation and against safety and health codes.3 weeks of sleepless nights hoping emts could get to us if we needed them. We are in our 70s.and we crossed over trench on wooden pallet hoping not to fall.Calls for help went unanswered and not returned until Chris,plumbing manager called and said nothing would be covered till inspection by city.City inspector said he would have come out emergency inspection the day pipe which was installed 3 weeks earlier. Selena said,That's a lie. Wish company would not do business in city of kissimmee.They impaired the quality of our lives unnecessarily. They left us in unsafe unhealthy situation for 3 weeks.They shoved tablets in face to be signed without reading.They removed toilet and sink and will not replace except for additional charge.This job cost $38,000! They dug 1 unnecessary trench in front yard and a 6ft deep hole in driveway for 3weeks. No assistance from company. Words of warning sign nothing w/o reading every word or seeing attorney first. They will walk away with money and poor job. They left front yard needless mess and front of house fllthy. They climbed in and out window while working. Beware of this company! Get second estimate and legal advice before dealing with this company! Beware. If we were not home to oversee project we would have come home to jetted tub outside next to sink and toilet. We would have had whole in bathroom and kitchen wall, and patio dug up while lead was looking for old pipe. Thankfully someone came to get jackhammer and told him where to dig. Beware Beware BewareFrank Gay Services, LLC
Date: 08/01/2022
We would appreciate the opportunity to address your concerns, Jean.
Our customer experience specialist will be contacting you momentarily.Jean C
Date: 08/16/2022
Customer service a joke. No return correspondence from company, none from customer service either. Requested documents, to which customers have a legal right, not provided. Invoices, contracts, and warranties requested still not provided to me. In this day and age of technology, information can be provided within minutes. Since none are provided, leads one to wonder why. I sent email with concerns, as per conversation with customer service, for review. As of this date absolutely no response from company. Many red flags with this company. Payment in full paid by their loan company on July 5th though to date job is not completed. No final city inspection. Choose wisely before choosing this company.Frank Gay Services, LLC
Date: 08/26/2022
Jean, please inform us when the flooring has been completed so that we can have the plumbers return to complete the work.Jean C
Date: 09/03/2022
What about dirt on outside of house, I've washed 3 times can't get it clean. What about the excessive damage to lawn from digging 2 ditches as one was in wrong place. What about 3 weeks of living with open trench in our house and crossing over it on a wood pallet and climbing over dirt piles to get into bedroom all while being ignored by this company and no emergency inspection requested. What a horrible way to treat customers. What about taking full payment before job was even finished from loan service provided by company. Job is still officially not completed. What about 4 requests for documents still not provided by company.
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