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:06/06/2023

  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 initial service call was for duct sealing service and pre-summer tune up.Tech/salesman came out on or about 4/26/23. Never looked at my ducts but very quickly determined I needed a whole new unit, pretty urgently. I agreed to purchase new unit ($13,000 quote) and he told me that technicians "would go under my home and make sure my duct work was in order as well." I've asked him several times and he replied the same and confirmed.Installers show up 5/3/23 and say "we don't go under the house, maybe the duct cleaning team does that?"A different company comes out a few days later to clean the ducts and they don't do that either, not even an inspection.I've attempted several times to contact them to get this service complete. Finally they did send a guy out with a camera on May 24th. Not only did he find leaks but also stated that the duct cleaners did not do a very good job.It is now June 6th and my HVAC project is incomplete. Not only is it a reasonable expectation that all my ductwork will be made to work efficiently with my brand new unit - I was told at the time of sale that it would be done..."would go under my home and make sure my duct work was in order as well." Not one person has even looked under the home.As soon as they got paid, the service and completion of the project has gone completely downhill. Including the 2 companies they hire to clean the ducts and repair trim around the new unit.I'm wondering if I it was that urgent of need for a new unit or if I needed one at all.I want my initial service request carried out COMPLETELY, which was: Duct inspection and sealing.

  

  Business Response

  Date: 06/16/2023

  Good afternoon,

  We have been in contact with the homeowner to resolve the concerns.
  

  We have worked with the homeowner to ensure that his requests and needs have been met with scheduled work to be completed today.

  We have appreciate the opportunity to ensure the concern has been made right with the homeowner and will continue to service as requested.

  Thank you

  Semper Fi Heating and Cooling

   

   

  Customer Answer

  Date: 06/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:05/15/2023

  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.

  In mid April I had Semper Fi heating and cooling come to my house to do a tune up on my air conditioners. Their serviceman told me I needed my capacitor and contactor replaced and if I didnt do it right away it would most likely cause my compressor to fail. He also recommended that he put on a Hard Start due to my unit being over 5 years old. He told me the total cost would be $1,200. $528 to put in the capacitor, $480 to put in the contactor and apparently the rest of the $1,200 was for the hard start. When I told him I would have to think about it, he quickly lowered the price to $702 and said that if I didnt do it now, he could almost guarantee that my unit would go out the next time I used it. Asked on what I believe now was a scare tactic, I told him to go ahead. I then went on line and found the exact same capacitor for $19.99, the most expensive contractor that would work for my unit cost $42 and the Hard Starts ran between $20-$40. All three parts totaled less than $100 and it took him less than 15 minutes to install all three. The capacitor was nothing more than unplugging the old one and plugging in the new. When I discovered how bad I had been ripped off I called and asked to talk to their manager and for that alone he wanted $540! After I discovered how **************** was overcharged I called their office and asked for a manager. The lady I talked to at their office was very apologetic and told me they were quite busy now but she was sure the manager would call me back by the end of the day. When no one called me back, a few days later I wrote a review on their site and with the BBB. Within 10 minutes I got a call back from a manager at Semper Fi apologizing for being so late calling back. I discussed the my issues with him. He admitted that his tech should not have made these claims, used that kind of pressure and offered me all my money back. I told him I wanted to be reasonable and that I would be fine with paying for the parts and a reasonable amount for the his techs labor. He agreed to send me back $500 from the money I had already paid them he said they dont usually cut any checks until the first of the month (4/1/23) and asked if that would be okay. I told him that would be fine. He asked me to change my reviews and I told him I would be happy to as soon as I received their check. The first of the month came and went and I received no check or call from them. When I called Semper Fi back I talked to their assistant office manager. She was very nice and apologetic. She said all the managers were in a meeting but she would have one call me back as soon as they were out of the meeting. That was 4 days ago. I find it difficult to believe a company like this would have a good rating with the BBB.

  

  Business Response

  Date: 06/20/2023

  Good morning,

  After review of the account and discussions with the homeowner, an agreed compensation was provided at the beginning of June.
  

  We appreciate the opportunity that the homeowner provided us to correct his concerns and make this right.

  Kind regards,

  Customer Answer

  Date: 06/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************