ComplaintsforFrank Gay Services, LLC

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired frank gay to come and fix a plumbing issue they sent a guy out and he didn't look for any leaks he went straight to the toilet and said you need a camera technician so the next day the camera technician came and said no this is not the issue I need to cut your ceiling but I don't have a ladder. Again he didn't look for the leak anywhere. At this point my ceiling is still leaking water so I contacted another plumbing company and they located the issue by looking around my tub and shower pan, they didn't need a camera or a ladder like frank gay stated. I then contacted Frank gay and explained I had to pay another company to fix my issue and the customer service representative stated he would refund my money. After them stating they will resolve this they refuse to honor what their employee promised . I would like my refund back and the fees I had to pay as a result of this issue.

  

  Business response

  08/20/2024

  Frank Gay Services has since spoken with the customer. We have come to a resolution regarding their concerns.

  Customer response

  08/20/2024

   
  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Frank Gay Services sent an estimator to my home at my request to determine if there was an air conditioning duct issue. There was condensation from one of our air vents. The estimator, *********************, concluded that we needed a return in the room and other work. It sounded reasonable, and I paid $2,123.00 upfront. On July 12th, the Frank Gay technicians came to do the job, they advised me that none of the work was necessary. There was already a return in the room. They told me their service manager would call me. I never received a call and no one from Frank Gay has returned my 5 messages requesting a call to discuss refunding $2,123.00 to my account. I am a *********** female senior citizen. Frank Gay Services acted fraudulently by giving me an estimate that was incorrect for work that did not need to be done. I need assistance in getting my $2,123.00 refunded.

  

  Business response

  08/05/2024

  Frank Gay Services values the customer's feedback. We have since spoken with the customer to address their concerns. Attached is a copy of the refund invoice.

  Customer response

  08/05/2024

   
  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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday 07.22.24, *******************, with Frank Gay Services of *********, ** visited our home around 6:30pm and quoted us a seemingly honest quote of $1,353.00 to have our duct work cleaned. This price does seem high, considering the fact that I used to work in the industry. But, we let it slide assuming it would be a thorough job.On Tuesday, we received phone and text confirmation of the scheduling of the service for today, Friday, July 26, 2024 between 8am and 11am.My Husband took off of work to meet them. Long story short, they never showed up. They never called to cancel. To reschedule. To refund us. No contact was made.My Husband patiently waited, and then decided to reach out. He called numerous times. Each time he got a complete run around. Some reps claimed they had tried to call us for 2 weeks. (How could that be, if the first time that we reached out was only a few days ago?). Some reps claimed they did not call, but they assured someone would still be out today. Some had no idea. Dispatch seemed not to have record of anything. I dont know where else to turn. We filed a dispute/claim with our bank for the full amount. They are investigating it, and said it will be 7-10 business days.Meanwhile, we are out $1,350. Our ducts are still dirty. We have no official word from Frank Gay.

  

  Business response

  08/04/2024

  Frank Gay Services has since spoken with the customer regarding their concerns. We will accept the credit card dispute for $1,353.00 for cancel sold work once it is received. 

  Customer response

  08/05/2024

   
  Complaint: 22051172
  
  I am rejecting this response because, though I accept the credit, the issue goes far beyond that.  
  

  The salesman who came out to our home was wonderful.  No complaint about him whatsoever.  But, from that point forward, things went downhill.  Frank Gay was the the one who scheduled the call, then no-showed, then could not give us a straight answer.
  

  We lost approximately $1,000 in wages from my Husband missing a day of his work to wait for the service tech who never came.  My Husband is a contractor, and is only paid when he is working.

  We would still like to know what happened, where the breakdown occurred and some sort of acknowledgement or apology.

  We were told they had been trying to get ahold of us.  We were also told that they had missed the morning, but were assured they would be out that same afternoon.  None of this is true.  These had to have been more than miscommunication.

  Sincerely,
  *******************

  

  Business response

  08/09/2024

  Frank Gay Services has spoken with the customer who contacted us to setup ********************. We apologized for the scheduling oversite. The customer responded that they are going with another company and that a credit card dispute had been filed for the charges. 

  Customer response

  08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and am only accepting the response because I have come to the realization that they are never going to try to make it right.  An apology without changed behavior isn't really an apology at all.  :-(
  
  Sincerely,
  *******************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Air Conditioner went out in November, and we called Frank Gay out and they said $5,000 down to install the ** next day. I said yes, and we were happy. Then I called back a few days later to discuss the payment arrangement for the other $5,000. She said we don't do payments arrangements so I have to save the money. I am about $1200 shirt. But the issue is that our system is only 7 months old and has broke down. My ** froze up last night. For over a week we have had to put a fan on the thermostat to keep it cool in the house. Now the outside unit of the ** is leaking and is frozen. I have called several times and emailed to request someone to come out, and they refused.

  

  Business response

  07/22/2024

  This account is no longer owned by Frank Gay Services. We attempted to reach the customer multiple times regarding their balance. Their account has been referred to a third-party collection agency. Please refer the customer to Gulf *********************** to make payment at ************.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/14 I agreed to a new AC unit installation for my rental property in *********. on ************************************* After the install I received pictures of the work completed. I sent the pictures to a licensed electrician and he told me the work was not up to code. I then contacted the permit/code enforcement department of for the City of ****** and they informed me a permit had not been applied for. *** made several attempts to contact a supervisor and only get as far as customer service. Ive called 3 times now, they keep telling me someone is going to reach out to me and they havent. So, $10,000, sloppy work, no permit pulled and work not up to code. Ive enclosed pictures.

  

  Business response

  07/27/2024

  Frank Gay Services has spoken with the customer regarding their concerns. We have sent a technician back on site on 7/26/24. Our permitting team will be reaching out to schedule inspection this week.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Repairman came out, offered expensive service. Pushed "Family Plan" to receive a discount, did not fully understand what I was agreeing too. After he left, I read the invoice, which was not really "legally binding," says they cannot keep cash and I have 3 days to cancel. I initiated several calls to cancel, got through to no one. Emailed, was told they were waiting to see what they could refund me, responses stopped. I sent a letter. No refund. I called my CC company to file a complaint. This company may be doing this with many customers and not honoring their "agreement" that says you have until the third day to receive a refund.

  

  Business response

  07/27/2024

  Frank Gay Services has spoken with the customer regarding their membership cancellation. Please see the signed membership agreement along with a copy of the invoice with the technician diagnostic and notes. The customer's membership has been cancelled and the customer filed a credit card dispute.

  Customer response

  07/31/2024

   
  Complaint: 22002048
  
  I am rejecting this response because:

  I never received a refund from Frank Gay Services for my membership fee of $149.00. 

  In the contract that was signed, there is nothing stating that a refund is held if a credit card dispute is active. 

  Until I receive a refund, my bank cannot close the dispute. 

  Sincerely,
  
  *******************

  

  Business response

  08/07/2024

  Frank Gay Services has cancelled the customer's membership and processed the refund. Please see the attached invoice.

  Customer response

  08/09/2024

   
  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. 

  Please let it be known that the business still failed to execute it's original agreement, which was that any payment made was to be refunded within 10 business days. It took Frank Gay over 25 days to refund my money only after multiple complaints and reports. 

  Sincerely,
  
  *******************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid $14000 for a new ac in my home. Im a disabled veteran so money is tight. I believe we paid April of 2024. Within weeks we had issues where it wasnt working right. We have now had 8 tech visits. The last one thinks he figured it out and was supposed to come back two weeks ago. He didnt show. No call from the company. I called. Each time they said he was on his way. Asked for a mgr. they said hed call. No call. I got a text at 8pm a tech was on the way. At 9 pm I called. No tech. Rescheduled. No show. Again. Second day no show. Third day no show. No call. I called them. Dispatch said theyd call a mgr. they said ******* or **** would call. No call. They said a tech was coming first thing Friday and a mgr would call me. No call. At 5 pm I called again. They said a mgr would call in 30 minutes. No call. They also said last week I was paused. Their dispatch person also stated that their records showed someone came out on the 8th. No one came. No one will tell me what that means. I just want them to fix their faulty machine, do the work when they say and uphold their warranty. Today my home is hotter than the thermostat is set at.

  

  Business response

  07/22/2024

  Frank Gay Services values the customer's feedback. We have since spoken with the customer and sent a technician on site. Please see the attached estimates provided to the customer. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Frank Gay Air Conditioning regarding a service provided on July 8th, 2024. A technician from Frank Gay visited my home to address an issue with my air conditioning unit, which was not running. The technician inspected the inside coils, took a picture, and within five minutes, declared this was the problem. He then provided quotes for various solutions, all ranging in the thousands of dollars.Given the high costs quoted, I sought a second opinion. Another technician identified that the only issue was clogged drain lines, which was resolved for $150. This ***** difference in diagnosis and cost is troubling and unacceptable.I am extremely dissatisfied with the lack of proper service and the apparent dishonesty exhibited by Frank Gay Air Conditionings technician. It is unacceptable for a company to mislead customers with incorrect diagnoses and inflated costs. This experience has caused me significant distress and inconvenience, and I feel cheated by the service I received.Given the circumstances, I am requesting that the Better Business Bureau take appropriate action to address this issue. I would like my service fee refunded and a formal investigation into the practices of Frank Gay Air Conditioning to prevent such occurrences in the future.Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

  

  Business response

  07/15/2024

  Frank Gay Services values the customer's feedback. We have since spoken with the customer to address their concerns.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need to remind you of the following text: I have a home in *****, ** that needed repiping. After obtaining quotes from several companies, we received a quote from Frank Gays Plumbing on April 16, 2024. They were the most expensive, but we appreciated that they provided a very detailed quote outlining the work that needed to be done. We also liked that they offered financing, as coming up with $36,000 all at once was challenging. After the paperwork was signed and approved, they began work on the home in the first week of May. They were professional in informing us of who was coming and when. After a week, the work was partly done, but then we were informed that a permit was needed for an inspector to review the work before closing up the holes throughout our entire home. This is where the issue began. My wife and I have been calling almost every other day for the last 2 months to find out what is going on. No one calls us back, and we recently found out that the person handling our account quit, and apparently no one bothered to review the contract. No manager wants to speak with us, and our home is full of holes, allowing water and critters, including cats, to get in. We are tired of this runaround and want our home finished, as we have lost money renting it out for the past 3 months. At this point, I want the work done, and they should discount us $4,750 off the contract, as that is how much we have lost so far because we cannot rent the home. I may also have to spend money tenting the home, because it is covered in holes, with the largest hole being underground leading to the second bathroom.

  

  Business response

  07/22/2024

  Frank Gay Services values the customer's feedback. We have since spoken with the customer. Our permitting department is working to coordinate an inspection date with the customer's property manager. Drywall will be scheduled once inspection passes.

  Customer response

  07/27/2024

   
  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted Frank Gay on 5/28 as my A/C stopped working, consultant said I needed a new unit as it would be more expensive to fix the old unit than buy a new one. ****** installed my unit on 5/29 and everything seemed to go well, however over the next few days the ** unit was not keeping the house cool. I contacted them multiple times that week and ****** came back out on 6/10 to double check the unit. After ensuring me the new unit was not a lemon, he said a manager would have to come out and do a heat load test as the unit was most likely too small to properly cool the space since it was running very hard (I keep my A/C at 74/75, and by 2-4pm the thermostat is reading 78/79, and it doesn't get back to 75 until 8-9pm, which for a unit that is less than two weeks old and cost $10,000 i don't find that very acceptable). 6/18 ***** came out and took measurements of sqft and windows etc for the heat load test and says I will hear back in a couple days as it needs to be ran through the software that determines the proper unit size. Why this wasnt done before they installed the unit? I have no clue. I specifically asked the consultant if I should buy a 3 ton unit instead of the 2.5ton (same size as my old one) when I found out I had to buy a new unit, and i was told the 2.5 should be fine. As of writing this on 7/9, it has been 3 weeks since ***** was at my house, and I have yet to hear back from them. I have called the primary number (the only one I have) At least 4 times in the last 3 weeks and was assured a service manager would be in contact each time, and I still havent been contacted. I figured using such a large company the customer service would be much better, and at bare minimum the $10,000 ** unit I purchased would keep my house at 75 degrees.

  

  Business response

  07/22/2024

  Frank Gay Services values the customer's feedback. Please see the attached documents regarding the heat load calculation results. Management has spoken with the customer on 7/10/24 to go over the findings.

  Customer response

  07/23/2024

   
  Complaint: 21964853
  
  I am rejecting this response because:
  First off let me say, the attachments you provided were dated June 19th, I didn't receive a call back until July 10th. I had to call every week to get a response in nearly a month time? That's unacceptable.

  Now for the data, you provided two attachments a "good insulation" and a "bad insulation". The Latent Cooling equipment load sizing column states that a required A/C unit should be 3.1tons for "bad insulation" and 2.9tons for a "good insulation". 

  The unit your technician sold me was 2.5tons. On 7/10 when ***** finally got in contact with me, he told me the heat load said I needed a 2.6ton unit with good insulation and I needed to replace my roof and the unit would work fine. The results of the test you just provided me shows 2.9 and 3.1, so regardless of good insulation the 2.5 ton unit is too small, and ***** lied about the results of the test.

  Additionally, I requested ***** have his manager speak with me as I didn't agree with what he told me, and he took 3 weeks to respond. I still have had no contact from Frank Gay, aside from this message since.

  Sincerely,
  
  ***********************

  

  Business response

  07/27/2024

  Frank Gay Services install manager has since spoken with the customer regarding their concerns. We have swapped the customer's previous AC unit for a new AC unit on 7/24/24. Please see the attached photos.

  Customer response

  07/29/2024

   
  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,
  
  ***********************

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