Complaints

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:09/20/2024

  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.

  06/221/2024 -Paid $5,561 -Promised they would fix their mistake -Technicians accidently cut an internet cable. -Techs did not back fill the hole.-I had to call Gilmore twice, just to get the 20ft long 1ft deep hole filled. I had a hole in my front yard for a month.-When they finally did back fill the 20ft long hole, they covered all of my in ground sprinkler heads and I had to dig down to find them. There are 4 total.-Gilmore said they would contact Xfinity to get me internet, but I had to. -Xfinity came out and ran an above ground cable. They said they could not bury it, Gilmore had to. I have called Gilmore several times (at least) and every time I am promised "my manager will call you back," but I never get a call back. -today 9/20/24 , my internet died. I don't know why. I have had an above ground cable running the length of my front yard since 6/21/24.-I have done all of the leg work to resolve this. I have had ZERO help from Gilmore. ZERO. -I am a single mom. I work 2 jobs. I do not have time for this. I should not have to do Gilmore management's work.-I want Gilmore to bury the internet cable (properly), run it under my sidewalk (properly), and financially compensate me for my time.-financial compensation for 1 ** bag of lawn seed from ****** and 2 bags of topsoil from Lowe's  

  

  Business Response

  Date: 10/18/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience youve experienced. We understand how frustrating this situation has been for you, especially as a busy single mom.
  We acknowledge the mistake that led to the cut internet cable and the issues with the backfill. We appreciate your patience as we worked to resolve these matters. We understand that our communication fell short, and were sorry for the lack of follow-up from our team.
  Regarding your requests, we can certainly compensate you for the lawn seed and topsoil costs to help restore your yard.
  We appreciate your understanding regarding our role in the situation with the cable company. While we attempted to facilitate the process, we are ultimately unable to control how they operate.
  Please let us know the total cost for the lawn seed and topsoil, and well arrange for that compensation.
  Thank you for your understanding.

  Customer Answer

  Date: 10/21/2024

  I am rejecting this response because: after 4 months the work was never completed, Gilmore never applied for a permit with the city to complete the work, they over charged me for copper pipes and didnt even put in copper pipes, they put in pvc and over charged me for that. There is a ******** Plumbing store 1 mile from my house with prices on what Gilmore said they put in and I was severely over charged and incorrectly charged for materials that were not used. Additionally Gilmore never had the site inspected by the county inspector. It has been 4 months now. Work was done on 6/21/24 and it is 10/21/24.
  

  

  Business Response

  Date: 12/02/2024

  This has been resolved with ***** and our service manager ******.

• Initial Complaint

  Date:07/12/2024

  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.

  3 years ago, we purchases an air conditioning unit from Gilmore Heating and Air and every summer since then, we have had an issue. Air conditioning is set to 73 degrees and the inside of the home it doesn't go under 84 and sometimes reaching 90 degrees. My mother is 74 years old with a small dog. Each summer she gets headaches and nausea from sitting in the heat inside of her own home. Each year we are told that its the coolant and that a part needs to be ordered. Taking anywhere from 2 weeks to a month. It is unacceptable. Last year I had to put my mother in a hotel with her dog so that she didn't pass from heat exhaustion. Gilmore paid for it last year but this year ***, one of the technicians, bluntly and rudely told me that they will not be doing that this year. The ladies in the customer service department answering the phones are great, and tell me that I will get a call next day. Does that happen, no. Its days later and then a week before someone can even come look at it.

  

  Business Response

  Date: 07/24/2024

  Service was completed on 7/16

• Initial Complaint

  Date:04/04/2024

  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.

  Gilmore removed and replaced our HV** system , they assured us that the system to be installed was of high quality and compliant with Ca title 24 rules governing heating and cooling residential spaces. The system has not worked consistently since the time of installation to present. There have b even at least eight visits to make either the ** or Heating System work in our home.The latest is ** is not working. After multiple attempts to get a replacement system which at this point seems obvious to an average person despite warranties and promises we have been left with a non operative system at the beginning of the summer season where air conditioning is particularly important to senior citizens for health and general wellbeing. Also noticed over the many visits a lack of professionalism and expertise re the installation as well as subsequent service calls ie no ladder limited tools and work lighting which were supplied by us on several occasions .The unit was inspected on 3/27/23 By ******* Testing to insure Ca compliance at which time the permit was still pending and we have not so far been able to verify a ****************** building permit. The installation Mgr states that existing duct work has something to do all the problems- the same ductwork that was present at time of original estimate/quote and third party inspection. Would like to verify building permit# and have a city building inspector come out and assess the installation and if necessary seek replacement with appropriate system and punitive damages

  

  Business Response

  Date: 04/16/2024

  HVAC Manager **** is going out to home 4/16 in the afternoon.

• Initial Complaint

  Date:12/04/2023

  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.

  On October 13, a tech came to check our furnace because the heater would not turn on. We we told it needed a heating sensor and the total discounted cost was $267 (we are in n their maintenance program for $19.95 a month). 2 weeks later we had not been informed of the status so we called and were told someone would get back to us. Made 3 more calls and got the same response (again no call back with the status). Finally on Nov. 24 we had had it and let them know if we didnt receive status that day we would be contacting the BBB. Did receive a call back but was told the rep called back because he had promised to do so. At that time the rep said he called the manufacturer and was told the part would be in on Monday, Nov. 27 and he would call us then. As you can probably guess we got no call. Actual call came in on Nov. 30 and scheduled appointment for Dec 1. At that time I asked to have the General Manager call and was told he was in meetings but asked them to leave a message to call me back. On Dec 1 got a call in the morning to cancel the appointment because the technician called in sick. Different technician came on Monday, Dec 4 and installed the part. I googled the part and the cost was between $17.23 and $19.49 depending on who you ordered it from (part number 626495R and you could get it in 2days). Their service took 51 days..that left us 51 days with NO HEAT!

  

  Business Response

  Date: 03/13/2024

  I had believed this had been resolved as the customer most recently had service provided this month. However, I will be crediting their account one full year of membership for free due to the inconvenience and will have full coverage until March of 2025. They will remain to have their new preferred service expert ****** to address their maintenance needs.

• Initial Complaint

  Date:08/22/2023

  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.

  INSTALLED SOLAR AND I PAYED ****** FOR THE *** AND IT STILL IS NOT WORKING. IT WAS OVER A YEAR AGO.TOOK OUT A LOAN FOR THE *** WENT TO HOSPITAL GILMORE NEVER FINISHED CORRECTLY

  

  Business Response

  Date: 09/11/2023

   We have tried to contact the customer on both number and text the customer from our service system with no response. We have calls and text msg that was sent recorded on our system. **** did call back but did not speak with our agent answered the line and that call is recorded as well. Please let us know what else we can do. Thank you for your assistance.

• Initial Complaint

  Date:08/14/2023

  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 2021 we hired gilmore to do routine maintenance on our HVAC system. After the second maintenance was completed, we started having water leak in the ceiling and accumulating water in the flooring. Come to find out it was a disconnected condensation line from our HVAC unit. The only people that have been in our attic were Gilmore. They denied causing the damage. They then tried to blame the disconnected line on heating and cooling in the attic. After calling the insurance and getting the repairs the total was around $25,000. Before any of the repairs took place the manager from gilmore came to do an inspection, and what we thought was an additional repair, but nothing got fixed and the damage repeated itself. So we had to make an additional claim on our insurance, which then led the insurance company to drop us and now we cannot get coverage because we have two claims in less than three years. I contacted Gilmore to ask for a refund because we are paying for the service plan. They wouldnt even refund us our money or cover the damages that they caused Even though they say that they will fix any damage they caused.

  

  Business Response

  Date: 12/15/2023

  Here is the inspection report for the leak. The leak did not occur near the furnace we worked on. Instead, it was found to be disconnected at a connection further down in the attic. From the pictures, it appears that the fitting was not properly glued, or the amount of glue used was insufficient, indicating poor construction by the home builder. This issue seems appropriate for the homeowners to utilize their insurance for. Although we performed maintenance on the heating system on 12/17/2021, we were not responsible for the initial installation. I have a scheduled meeting today with the install and HVAC manager regarding this matter. I will provide an update shortly.

• Initial Complaint

  Date:05/01/2023

  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 have a new A/C and heating unit and have had to have multiple service calls d/t a continued issue with the filter access. I have requested to speak to the installation manager to discuss my concerns and discuss financial compensation for the time in dealing with this issue over many service call visits. I have left over 4 messages in 2.5 weeks and no one from this company will return my call. I am not able to leave a direct voice mail or contact a manager directly to discuss my issues or concerns. My brand new unit is now not even working and the reason is an electrical issue that could have set my home on fire. I have serious concerns about the quality of work. They did not know where to place the outside unit, tried to block the entire side yard, had to be told they needed to move it. The filter system was unable to be accessed. they tore a hole in my stucco wall without notifying me, one technician didn't even know how to pull out the air filter to check it and now the wire are arced and potentially could have caused a fire and the unit is not able to be used at this time. There is an additional wire that has fraying that that also in the future can lead to a fire concern (photos attached).

  

  Business Response

  Date: 06/28/2023

   I am ********************* from Gilmore. I have **** working with ******************************* for a while getting all the things taken care of on the list. We have been in contact with her and dealing with all her issues. Thanks
   
  Sincerely,
   
  *********************
  Install Manager

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted them to repair a furnace that was not heating. The technician came to inspect and found that the control module was not working and needed to be replaced. He told me that due to the age of the unit it might not be possible to find a replacement and that the original part was no longer manufactured (again due to age) and that it would be a difficult challenge for his parts guy to track down and hopefully, possibly some generic part might be available and he would keep me posted. I trusted this gentleman because I trusted the Gilmore name and ads that claim a family style trustworthy business motto. He explained that the part was normally $800 but if I bought the service contract he could give me a better price of $675. It took his parts guy 2 weeks to come up with a suitable replacement while we used space heaters to keep the unit warm. He came back 2 weeks later with the special, hard to find, generic relatively expensive replacement part and installed it then charged me the $800. After he left I got a funny feeling and decided to fact check this gentleman and also inspect his work. Something I should have done before paying but I believe I was lulled into a false sense of security and trust by the clever marketing which I obviously no longer feel and strongly question. I opened up the unit and lo and behold the same exact part and part number was installed, my immediate thought was he did not even replace the part. I looked for the old part and it was gone. Hence the first part of the complaint, where is my old part, I know its not necessarily the law to leave back the old parts on any repair but who does not offer this sort of transparency? It lead me to research this no longer manufactured, hard if not impossible to find part. In my ****** search of the part number I found approx. 20 different sites offering the part for anywhere from $60.00 to $250. From reputable companies like ********* ******* available immediately and free shipping.

  

  Business Response

  Date: 12/13/2022

  Gilmore will be refunding the customer in full.  Tell us why here...

  Customer Answer

  Date: 12/13/2022

  I am rejecting this response because:The refund was $300.00 but the entire amount was $800.00.
  

  

  Business Response

  Date: 12/14/2022

  We are refunding the full amount. Plus the service call fee .  Tell us why here...

  Customer Answer

  Date: 12/17/2022

  I am rejecting this response because: I am out of town until the new year and I have been told a check will be in the mail, when that check clears the bank I will withdraw the complaint