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:04/22/2025

  Type:Billing 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.

  To Whom It May Concern:This correspondence outlines significant service issues experienced. On July 9th, a fan motor replacement resulted in subsequent detachment, pipe damage, oil spillage, and permanent unit failure. Despite acknowledging fault, a complimentary replacement was denied by Mr. ******* Payment was made on July 12th, yet a promised quality control check was never performed.On October 9th, the upstairs unit failed. A technician applied discounts to the service quote PRIOR to operation. It is important to not that those discounts were applied at his discretion and never negotiated with myself and was again done PRIOR to any issues with my unit. Based on this, a down payment was made for installation. A post-installation quality control check was promised but, consistent with the prior service, never occurred. Payment was withheld pending this inspection.From October to January, the upstairs unit inadequately heated the premises, reaching a hazardous 58F despite a 70F thermostat setting & continuous operation. Repeated follow-up requests were met with assurances of imminent action. Consequently, the downstairs unit was used excessively, increasing electricity costs. My three children suffered respiratory issues requiring medical care and follow up antibiotics.A technician was dispatched on January 30th only after a full payment demand and my notification of payment withholding pending repair. Invoice #****** lacked service details; the sole explanation was a disconnected switch.The outstanding balance was referred to collections with inaccurate information, now under dispute. While a collections agent acknowledged my accurate account, no action was taken. Despite these issues, I offer a good-faith payment of $5500 (of the $9766.40 total) to resolve this amicably. I don't find it fair to pay full price of a unit that didn't operate properly for almost 4 months and was never followed up on as agreed by the company.Full letter is attached.

  

  Business Response

  Date: 04/24/2025

  We appreciate the opportunity to address this matter and are committed to reaching a fair and timely resolution with *****. We are currently working with ***** to find a solution that fully resolves this matter. Our goal is to ensure the situation is resolved in a way that reflects our commitment to customer satisfaction and quality service.

  Customer Answer

  Date: 04/28/2025

  
  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. Would still like a final letter/invoice from them as well. 
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:04/21/2025

  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.

  Repairing our A/C, faulty King ***** that needed replacement was not diagnosed by Semper Fi. Instead of properly diagnosing the problem Semper Fi guessed and went for a big ticket repair replacing the coil (under warranty) for $3,809.60 When that didnt work they guessed that it must be a leak in the wall and bid a lineset replacement for another $1320 which also would not have fixed the problem. We canceled and hired *******************, who quickly found the real issue: a faulty King ***** at the main unit, not a wall leak. Parkers tech doubted the coil needed replacing, calling SFHCs diagnosis questionable. ***** errors forced us to buy freon twiceonce for their useless repair, then again after Parkers testing. **** should refund the $3800 for misdiagnosis of the problem.

  

  Business Response

  Date: 04/24/2025

  We appreciate the opportunity to address this matter and are committed to reaching a fair and timely resolution with ****. We are currently working closely with **** ****** to find a solution that fully resolves this matter. Our goal is to ensure the situation is resolved in a way that reflects our commitment to customer satisfaction and quality service.

   

• Initial Complaint

  Date:04/13/2025

  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.

  If you dont remove me from your calling list immediately, I will be calling a lawyer.Three spam calls a day including on F*CKING SUNDAY is acceptable way of doing business?

  

  Business Response

  Date: 04/14/2025

  I would like to apologize to Mr. ******** I will make sure he is taken off all our call lists.

  Customer Answer

  Date: 04/14/2025

  
  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.

  Any additional unwanted contact will be referred to my lawyer.

  Regards,
  
  ****** *******
  
   

  
  

• Initial Complaint

  Date:03/03/2025

  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 the Company to get idea about my air conditioner and how long it may be before I would need to replace it and I needed an estimate and pictures because I am not able to get on the roof and I did know it would be in the next year or two. The ********** did everything and he did try to sell me a new unit but at the time I had been in a car accident and my hand was severed and I knew it would not be that day and I got a call a few days later while I was at a doctors appointment and I explained to the gentleman my situation I didnt realize until days later my air conditioner was left at 65 degrees and its 24 years old I called the company back and they finally sent a Technician at about 8/9 pm it may have been earlier than that but the air conditioner was not working properly anymore and he didnt look at it he just went off what was on the paperwork and left I talked to one person and they asked if we had the proper fans and she would have a supervisor call and I waited for them to call me back and it didnt happen so I called them back a few days later and explained what happened and I am on Srp program and you pay as you go and because of the situation my bill would be higher than normal and the air conditioner was struggling now and I couldnt get it back to normal 78/80 degrees ****** is no longer with the company and he would talk to the second ********** but nothing happened about addressing the extra stress on my air conditioner or my bill and I could not make a complaint because my Hand did not work properly and I cant call the Bbb and I live alone and my daughter is special needs so she couldnt do it either and then the air just quit after I got it cleaned a few days later so I have been without air conditioning since July of last year and been using fans and space heaters and I dont have the money to replace it and my medical bills and horrendous

  

  Business Response

  Date: 03/03/2025

  Good afternoon,

  Thank you for taking the time to reach out  regarding your concerns of the $9.99 Maintenance Inspection.

  Upon review of you concerns, we have decided to return your funds for the inspection agreed upon.  Please allow 5 to 10 business to receive a check in the mail.

  Kind regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:02/28/2025

  Type:Product 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.

  I am writing to file a formal complaint against Semper Fi Heating and Cooling, located at ************************************ for failing to provide an itemized receipt for a purchase I made.On June, 25, 2024 I made a purchase from Semper Fi Heating and Cooling for two 4-ton JCI 2-***************************************** and two - Two Stage Heat Pumps, along with a gas furnace, including other items and installation totaling $31,020.80. However, despite my request for an itemized receipt, I was only provided with a non-itemized one. An itemized receipt is essential for tracking the individual items purchased, as well as for accounting, tax incentives, and auditing purposes. I have made several attempts to resolve this issue with the company directly, including first calling on February 21, 2025, then emails on February 25, 2025, and February 27, 2025. To date, I have not received the requested document and was told that I would not receive the requested itemized invoice by their Accounts Receivable Manager. I am requesting your assistance in resolving this matter, as the companys refusal to provide an itemized receipt is an unacceptable business practice. A detailed receipt is not only a consumer right but also a legal requirement in many instances, and I believe Semper Fi ******************************************* is in violation of this.I would greatly appreciate your support in addressing this complaint and ensuring that the company complies with proper business practices. Please let me know if you need any additional information from me to process this complaint.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 03/03/2025

  Thank you for reaching out with your concerns. Our office will be reaching out to resolve your concerns. We are a flat rate company therefore are invoices reflect pricing as a whole.

  We will do our best to make sure all concerns and questions are answered, we look forward to working with you further

   

  Kind regards, 

  Semper Fi heating and cooling

  Customer Answer

  Date: 03/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business has contacted me directly and have provided the requested document. 

  
  Regards,
  
  ******** *****
  
   

  
  

• Initial Complaint

  Date:02/25/2025

  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.

  Completely dishonest and unsavory. Virtually impossible to schedule services and refused to show for a scheduled service appointment. Refused to refund amounts paid for agreed services. Continues to charge my card after cancelation. Avoid this unsavory business.

  

  Business Response

  Date: 02/26/2025

  We have been in contact with Mr. ******** We have issued two refund checks to resolve the matter. We have also closed Mr. ********* account to make sure he is not charged again.

• Initial Complaint

  Date:02/18/2025

  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.

  I was promised from **** that they were going to inspect all ductwork and all areas of my house. They were going to check the opening at my master bedroom and open it to give more airflow. She promised me this as a representative. I asked her if I needed ductwork She told me not to worry, and when we come to that point, she will take care of me. No one inspected any ductwork they sent athird-party out to do duck cleaning. They told me the ducks were in bad shape and they broke one of them from the Cleaning Now Im concerned about the rest of the ducks after the cleaning. I tried contacting her. She told me I will be responsible for paying any fees. She basically gave me a warranty and Express warranty telling me she would take care of me if we had any issues she sent. The job is complete to the thunder when the job was not complete. She did not wait until after the ductwork was completed this is part ofthe job scope. I need them to honor what they told me or give me a full refund.

  

  Business Response

  Date: 02/26/2025

  We have been in contact and working with Mr. ***** We have replaced the ductwork that was damaged by our duct cleaning contractor. We have Mr. **** scheduled for 3-1-2025, for complimentary aero seal services . 

  Customer Answer

  Date: 02/26/2025

  
  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:01/23/2025

  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.

  Started having air conditioning problems on 10/2/2024, and unit was not fixed & running until 10/18/2024!!!!! AZ was having extreme heat at that time in October!!!! During the 2 WEEKS & 3 DAYS, tech #1 diagnosed the issue but didnt turn in request for a portable unit & then ordered the wrong part! Plus, he tried to sell me parts I didnt need ( I dont think he knew what he was doing!). I had to call & request portable unit! Plus every 2-3 days I had to call to see at which stage my repair process was in! Tech #1 quit or was fired & the company NEVER called his customers to see if their unit was working!! Tech #2 basically came out to collect ******** new part, no repair! I paid 1/2 of the invoice. Tech #3 brought correct part ordered but it was the wrong part for my model, so we are back to square 1!! Tech #4 was sent, which I had some faith in, as he had 25 years of experience! He zeroed in on a COMPLETELY different problem, ordered the correct part. Tech #5 showed up the next day to FINALLY fix the a/c!!!! The portable unit would only cool the bedroom! If my neighbor had not let me borrow their portable unit for the kitchen/living room areas, I would have been STUCK in the bedroom for 2.5 weeks!!!! Im 76 years old, live in a park model in a 55+ park..a home that is NOT insulated like a regular house..I dont handle heat well like I did when I was younger! Without the additional portable unit, the living room/kitchen area would get to ****** degrees! Semper Fi is threatening collection action for the balance of the bill..I told them I dont pay for such horrendous service, especially after I had to CONSTANTLY call them (I feel they should PAY me!!).

  

  Business Response

  Date: 01/31/2025

  We have spoken to the customer and her account has a 0 balance. Customer is satsified and taken care of. 

  Customer Answer

  Date: 01/31/2025

  
  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:12/29/2024

  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.

  Ad on ******** saying you can enter to win an item. Replies from company after people have sent in question to inform people who act on this ad inform potential customers that the winner has already been chosen. Because of this they need to take their ad down. This is ethically a wrong way to lure customers into their company by say lies.... this ad is now a lie because there is no way to win anything. Basically a scam/lie and appears just to try and draw in more customers by am ad that is not true. I feel this company needs to pay for their lies. Bottom line. I will never use this company and will inform everyone I know to also not use this company.

  

  Business Response

  Date: 01/03/2025

  Our ******** contest features a FREE HVAC unit giveaway, including a FREE tune-up just for signing up. Weve always selected a winner for every contest and will continue to do so. Feel free to reach out if youd like more details!

• Initial Complaint

  Date:12/28/2024

  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.

  Unit was purchased as a 3.5 ton Heat pack unit, when the installers showed up it was a 4 ton. None of the duct work or brackets fit , they supposedly had everything remade for install and than installed unit. Prior to install we had all duct work cleaned as they suggested . Within several weeks after install we incurred lots of dust in our house, after several visits one of the repairmen said the unit was never properly sealed , He supposedly sealed around the roof this still did not stop the excessive dirt in house. Visit after visit every tech had a different opinion. Then they said our feed duct was to small for the 4 ton unit and replaced the main duct and fell through the ceiling during install . the dust still continues and is still very excessive This year we had a service warranty manager come and said the seal around unit was missing or never installed. He ordered the seal to be installed, and said that if the dust continued his boss told him the unit would need to be replaced. The seal was installed and this didn't work. Every time we call we get put on hold and then told the manager will return our call. Which never happens . What we would like for resolution : The unit needs to be as ordered 3.5 ton variable speed , our ducts need cleaned and our roofline evaluated for any damage from unit not being sealed properly . we have tried for 2 1/2 years to get this resolved from trust , and we keep getting pushed away .

  

  Business Response

  Date: 01/03/2025

  We have spoken to the customer and both parties agreed to a quality control appointment by our install supervisor for Jan 8th.