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

  6802 Stapoint Ct Winter Park, FL 32792-6674

  
• 

  Frank Gay Services, LLC

  100 Sunport Ln Orlando, FL 32809-7892

  
• 

  Frank Gay Services, LLC

  100 Sunport Ln Ste 100 Orlando, FL 32809-7892

  
• 

  Frank Gay Services, LLC

  3763 Mercy Star Ct Orlando, FL 32808-4654

  
• 

  Frank Gay Services, LLC

  320 US-441 Lady Lake, FL 32159

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit card received $199 charge at 1:45 in the morning from Frank Gay Services. I did not sign up for that nor did I knowingly sign up for any recurring services from Frank Gay Services recently. I am going to dispute this, but if it posts and I get charged and have to pay, I will want a refund.

  

  Business Response

  Date: 05/08/2025

  Thank you for sharing your feedback with Frank Gay Services. We appreciate you taking the time to reach out to us regarding your experience.
  
  Our records indicate that you enrolled in our ********* Maintenance Plan (HCMP) in May of last year. The terms of the **** agreement, which you signed upon enrollment, include a provision for automatic annual renewal.
  
  For your reference, we have attached a copy of your signed HCMP agreement that outlines the auto-renewal terms.
  
  Upon the recent renewal charge, we did not receive any direct contact or inquiry from you regarding this transaction. We encourage customers with billing questions to contact us directly so we can review the specifics of their account and address any concerns promptly.
  
  Based on the signed agreement and the absence of prior communication regarding the charge, we stand by the validity of the renewal fee as per the agreed-upon terms of the HCMP.
  
  We believe that direct communication is the most effective way to resolve any questions or concerns regarding your services or billing, especially when related to contractual agreements such as the **** with agreed-upon renewal terms.
  
  We remain available to discuss the details of your HCMP agreement if you wish.

   

  Based on the details of this situation and the nature of the initial intake questions, it may be beneficial to review the intake process, as this interaction appears to align more closely with a customer review than a formal complaint.

  Customer Answer

  Date: 05/08/2025

   
  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:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/18/2025

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

  Attached are also photos of said ** system. 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/18/2025

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

• Initial Complaint

  Date:03/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/06/2025

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

  Customer Answer

  Date: 04/03/2025

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

   

  Refund

  

  Business Response

  Date: 04/09/2025

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

• Initial Complaint

  Date:02/11/2025

  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.

  Installation of a faulty or overpriced item misdiagnosis of services that were required over charging for services that were requested to be done predatory business practices

  

  Business Response

  Date: 02/19/2025

  We appreciate the customer bringing their concerns to our attention. We have carefully reviewed the images provided, which show evidence of burnt contactors. We understand the customer's reluctance to move forward with repairs, including motor replacements. Our records indicate the system was operating correctly since its installation in November. To address the current issues, a comprehensive diagnostic and repair plan is required. We are prepared to offer a detailed quote outlining the necessary repairs. However, given the system's continuous functionality, we are unable to offer a refund.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22925540
  
  I am rejecting this response because:

  One of the complaints made was predatory business practices, overcharging, and taking advantage of customers. As you can see from the attached image, the part was replaced for $90 purchase price of the part and a $120 installation fee from an HVAC contractor wow Frank gay chose to submit a proposed amount of $1156. This is predatory. It is criminal and they told me that my unit was in good shape just three months earlier and still refused to cooperate and finish the job that they had originally charged me $3000 for by not replacing the breakers or coming back to inspect the unit. They also offered no warranty your paperwork on the $3000 compressor that I purchased. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/03/2025

  Thank you for the feedback. We understand your perspective regarding the pricing differences between Frank Gay Services and other HVAC contractors. We respectfully disagree with the characterization of our pricing as "predatory" or "criminal." While we acknowledge that our prices may be higher than some competitors, this reflects the value and comprehensive service we provide to our customers. We are not the right fit for every customer, and we understand that some may prioritize the lowest possible price. However, we believe that our upfront pricing model, 24-hour service, fully stocked trucks, and commitment to quality workmanship offer significant benefits that justify the cost. Regarding your specific concerns: Pricing Transparency: Our upfront pricing model ensures that you approve the total cost before any work begins. This eliminates surprises and allows you to make an informed decision. Part Replacement: While we cannot comment on the pricing of other contractors, we stand by the quality of our parts and the expertise of our technicians. Previous Unit Assessment: It's important to understand that ************ can experience issues even if they were recently assessed. Wear and tear, changes in usage, and other factors can contribute to unexpected problems, your existing AC unit, which, as noted in our previous response, was already in poor condition and not originally installed by us. Warranty: All of our work comes with a 1-year warranty from Frank Gay Services, in addition to any applicable manufacturer warranties. We are happy to provide documentation of this warranty upon request. We value your feedback and are committed to continuous improvement. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22925540
  
  I am rejecting this response because:
  As seen by the attachment above, this business is charging an unfair and exorbitant price for a good or service during a time of crisis. Living in Florida and not having air conditioning when the temperature is in the 80s is unacceptable charging almost 5 times the amount that was paid for the service and the part that I received to have my air conditioner fixed is the very definition of predatory and price gouging 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/07/2025

  Thank you for your response and for clarifying your concerns. We understand your frustration regarding the cost of our services. We want to address your claim of price gouging. In the state of Florida, price gouging regulations are specifically applicable during a declared state of emergency. As there is no current state of emergency related to air conditioning services, our pricing structure is not subject to those regulations. We acknowledge that our service fees may be higher than those of some other providers. We strive to offer a premium level of service, which includes highly trained technicians, expedited service, extended warranties, etc. We recognize that our services may not be suitable for every budget, and we respect your decision if you choose to pursue alternative options. We provided you with various repair options, and you elected to proceed with the specific service that was performed. Since the completion of the repair, the system has been  functioning as intended. The repair itself is not the source of the current issue. Our assessment indicates that your air conditioning system is nearing the end of its lifespan and requires a complete replacement. We understand that this is a significant investment, and we are happy to discuss financing options or alternative solutions that may better align with your budget. We maintain that our practices are not predatory. We aim to provide transparent and comprehensive service, and we regret that our pricing did not meet your expectations.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22925540
  
  I am rejecting this response because:
  By saying that you have a slightly higher price range than other services is an understatement. The part was $90. The installation was less than 100 it took less than 15 minutes for the technician to replace the part you were charging five times that much and requesting that I do a $4000 reconditioning when you had just put in a $3000 compressor you also never followed through with the requirement that was given to me by the technician that you were going to replace the breaker system for free You signed me up for a program that is worthless. I have talked to many of your customers who have feel like they have been more than triple or quadruple the price they paid for other places this is price gouging by living in Florida and having extreme heat and air-conditioning being a requirement to have a comfortable living experience this is considered a required service. Anyone who could advertise the way that you do and claim that you are a family own company and take advantage of the citizens of this state in the manner in which you did should be ashamed of yourself. This is not a slightly higher price. This is entirely price gouging. It is taking advantage of people in a vulnerable state. I am gonna make sure that everybody that I encounter knows how I was treated and its interesting that many people I have spoken to have had similar Situations with you and increased price that was above and beyond normal and customary. That is the very definition of gouging, taking advantage of people in a vulnerable state.
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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've received random texts messages and responded to them by stating I have not set up any appointments and to stop texting me.They proceeded to text so I blocked number.Then they start emailing me and even though I report it as spam it's still coming through. I've also done the same with email stating that I did not schedule anything with them and I'd be contacting the BBB if they continue to email me.They did, yet again, while I was in ***** picking up my abuela with an invoice. Today I've now received another email and I'm no longer playing any games. Don't know what's going on with this company but no one is reading anything that is sent to them so now it comes to this.

  

  Business Response

  Date: 02/06/2025

  Frank Gay Services appreciates the feedback. The phone number and email have been removed from the account. No further contact will be made. 

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After replacement of 20yr old system power bills went up (at the same temperature, it runs more often) Air fluctuates (blows hard, soft, hard, etc.), no 1 out knows why.Called on installation concerns & damages during, sent someone to fix.Called for unit in garage leaking TWICE. 1st patched, leaked again, 2nd they were there a long time patching & complaing quietly to each other about bad install job. After patching, still not cooling like old system was. Outside unit kicks ridiculously LOUD every time, on the opposite side of the house I hear the concussion & know exactly when the air is about to run, every time. *** said it was pulling a lot of power to go on, but didnt know why. Also stated it was oddly low on refrigerant despite being installed only months prior.Then when it got cold enough for heater, unit was making a noise like a Mac truck engine. 1st guy couldnt figure it out, wouldnt do it while he was there, despite having 2 videos said he cant diagnose it without hearing it, but no one offered to come out at hours it was doing it to diagnose. I found the problem myself, fan was off centered hitting the side of the case when it got too cold & the plastic shrunk. Made another appointment & pointed it out, they tightened 1 side to pull the fan a little more center, just enough to not make the noise, its still close to the *********** forward 2 mo I find a puddle in garage. Investigating I find a hole in wall gushing water every time the heater ran. Wall and trim are stained ****** showing leaking behind the wall awhile before it finally bust through. *** today came to conclusion that a pipe is cracked. WHY are there so many problems with installation?! Whats the next thing to go wrong, whats going on that I cant see in the walls? Even though they are coming back out to fix, I have 0 faith in the rest of the installation that the system is okay. 6 fixes in 8 mo. so far. Losing $ with all this time off to be there.

  

  Business Response

  Date: 01/30/2025

  Frank Gay Services appreciates the customer's feedback. The customer has been in contact with our Customer Experience Specialist, and they have come to a resolution address the customer's concerns. 

  Customer Answer

  Date: 02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me.

  They have been working with me the past two weeks, unit is working well currently, not everything that I was told would be done was completed so I do not release any responsibility to fix those items if they become a problem in the future. 
  
  Sincerely,
  
  ***** *****