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:11/17/2024

  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.

  The company came out on the 28th of June to check our Ac. They recommended we replace our unit and we agreed. They came out on July 2nd to install it. We had them out again on July 11th because the unit would not stay cool. It was set at 78 and instead of cooling, it was blowing warm air. The house temp was over 82 with a brand new Ac. The tech came and replaced a part. Still it did not work correctly. It was doing the same thing. They came out again July 20th. Did something supposedly but it did not work. They had to come out again Aug 2, 5, 6 and 15th. At one of those appointments they replaced the thermostat 2 times during this ordeal, and made another hole in our ceiling for ventilation. Still it did not work. At this point we were needing to turn it off and on several times a day just to get it to blow cool air. In September they decided they needed to replace the metal on the roof. They came out Sept 3 and 5th. Still the unit did not work correctly. In October they came out 4th, 10th, 11th to fix the same problemwe have had since day one. It got cooler outside so we were not using the Ac. I shudder to think what will happen next summer if they do not replace this broken unit they sold us! The last 2 nights we have tried to use the heater at night and guess what, it's blowing cold air instead of hot. So now we have to have them come out to fix the heater. This is ridiculous for a brand new unit!! Never have we dealt with such incompetence in a company. We want it replaced since the one they installed is obviously not working.

  

  Business Response

  Date: 11/22/2024

  Our technican Will S, went out to customers home and diagnosed the issue was due to the thermostart programmed incorrectly. Our technician reprogrammed the thermostat and is now working as it should. The customer has signed and acknowledged the fixes  

• Initial Complaint

  Date:11/15/2024

  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.

  My property manager called Semperfi heating service to fix The HvAC unit at my rental property.We had a diagnosis done by ****** and it was said the blower was out. I agreed to fix it and they charged me for $1000 on Oct 25th. I did mention they needed to do it urgently but did not hear back from them till Monday Oct 28th. When I called they mentioned they were out of the parts and we need to wait.I then get another call from them saying they sent another technician to my rental place and this time they said the entire HVAC needs to be replaced and it was urgent we look into it. They quoted 10k-15k. At this time I was I called another HVAc unit who diagnosed and fixed the problem and costed me $129.I did mention to Semperfi I am going to take another opinion and I called them back to let them know. They did not reimburse. Keeps me on hold and does not give me answers.

  

  Business Response

  Date: 11/22/2024

  We do apologize for the inconvenience, we have gone ahead and mailed a $1000 check on 11/22. Thank you 

• Initial Complaint

  Date:11/14/2024

  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.

  Had new HVAC installed by Semper Fi on August 28th. I was sent a text message that if I wrote a review on ****** I would receive a $50 Amazon gift card. I have called at least three times. I have not yet received the amazon gift card. I took a screenshot of the ****** review.

  

  Business Response

  Date: 11/14/2024

  We are currently looking into this to see what happened and ensure the giftcard was sent or will be sent. 

  Customer Answer

  Date: 11/14/2024

  the last phone call made to Semper Fi regarding my concern was on 11/6/2024. I have made at least 4 telephone calls to address my concern. On several calls, customer service staff advised they would reach out to ****** who was responsible for sending out the ****** gift card. This issue has not been addressed since Sept 2024. I checked mail this morning and have still not received the gift card. The only resolution I will accept is receipt of the Amazon gift card. Kind regards, ********* *******-*******, MBA, ****

  

  Business Response

  Date: 11/19/2024

  We have been in contact with ********* and have resolved the issue. Thank you!

  Customer Answer

  Date: 11/19/2024

  
  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:11/06/2024

  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.

  There was a windstorm that knocked out my ac. I asked for a diagnosis about my broken ac and they said its better to install a new one. So I agreed to put it in. After that they sent me email regarding the unit. I tried to claim on my home insurance and they are asking for diagnostic report. I sent them the one they sent me and my insurance said they need the whole diagnostic report. So I called Semper fi to ask where is the whole diagnostic reports and they said they dont have it. Its been so long now and they cant provide me with whole diagnostic report . I called everyone in there and nobody can help me. What should I do? I agreed to put up a new ac because it was so hot during that time and my dogs are dying from the heat. Then one of my dogs got really sick because of it and Im still taking care of it going back n forth to the veterinarian.

  

  Business Response

  Date: 11/12/2024

  We will be reaching out to the customer to see what diagnostic report is needed for the insurance company. 

• Initial Complaint

  Date:11/01/2024

  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.

  On 10/27 My mother's air conditioner stop blowing air. It was running but air wasn't coming out. On 10/29 I first called ****** *** **** to find the problem. The tech informed it was the blower. But, the estimate was over our budget. I then called Semper Fi to get a estimate on a blower. The first tech that was sent out by Semper Fi checked the unit and said, it was the blower as well as condenser fan. I agreed to the price, gave a $600 deposit. At no time during our conversation nor on the invoice did the tech say anything about cut wires which would cause the motor not run. On 10/30 two techs from Semper Fi came out to do the repairs. After a couple of hours they came off the roof and said the wires were cut and ****** *** **** did it. I then contacted Semper Fi to speak to a supervisor. I started communicating with Vivian. On 10/31 Vivian informed me she conveniently had an invoice from the first Semper Fi tech that shows him mentioning the cut wires. I never seen this invoice, nor was nothing said about cut wires from ****** *** **** nor Semper Fi first technician. Vivian went on to say the wires was cut by ****** *** ****. However if the wires were cut, the motor would not be running for ****** *** **** or Semper Fi first tech to diagnose the problem

  

  Business Response

  Date: 11/06/2024

  We have been in communication with the customer, the charged amount was refunded to the customer. We also let the customer know that the wiring was already cut before we touched it. 

  Customer Answer

  Date: 11/06/2024

  I do not accept the response from Semper fi. I have not received a refund. It is not showing on my bank statement, nor did receive an invoice stating the money was refunded. I can provide communication from my bank to support my claim. The warranty parts were not return. Those parts were from my warranty.

  The damage was obviously caused by Semper fi. Had it not been. The first technician from Semper would have informed me of the damaged, since the other repairs could not have been made with the cut wires.

  

  Business Response

  Date: 01/16/2025

  Refund was mailed 11.8.24

• Initial Complaint

  Date:10/18/2024

  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.

  Total spent with this company for 2 properties/new install units $22,000. In June of 2022 I purchased a new ******* 16 seer 2 stage a/c unit from this company for $12,586 (after $4,200 in "discounts"). The contract included **** parts warranty, lifetime compressor warranty, 10yr labor warranty. Within a week of install the control board had to be replaced (and was without issue). By the 3rd month, the condenser unit would not kick on and during the service call I was informed by the tech that a "surge protector in the unit for the compressor was preventing the compressor from kicking on" and resolved by "bypassing the surge protector". After multiple service calls for compressor related issues which focused on more on selling plans and warranties than fixing problems, I was tonight informed that the 2yo compressor is bad (code 04 on the unit) and would need to be replaced. I noted the purchase contract warranties should cover it. The tech responded that my warranty had expired and the would not be covered BUT, if I signed up for a new warranty for $1,500 I could get the compressor replaced for the low low price of $2,400. After 20 minutes of arguing with the tech (including blatant dishonesty on his part) I was told that I would probably have to call his supervisor to see if there is something he could do to resolve the issue. The tech left and the a/c remained non-operational. Currently awaiting a call back from the service supervisor on this issue however this is second major issue with service calls since install. A service call earlier this year related to the my other 2mo old unit resulted in similar frustration with the tech's response. There appears to be serious cultural issues within the organization as far as integrity and honesty (both in contract obligations and sales of tertiary products) and properly diagnosing/fixing system failures. I would like my systems properly diagnosed/fixed w/o multiple calls and bs.

  

  Business Response

  Date: 10/25/2024

  We scheduled a technician out to the customers home on October 19th. Our technician was able to diagonse the issues and get it resolved. Customer is statisifed with our service

• Initial Complaint

  Date:10/01/2024

  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.

  13 month old air conditioner failed. 3 1/2 months failure to fix. Hired new contractor installed new unit. They picked up their broken unit. Waiting for full reimbursement

  

  Business Response

  Date: 10/04/2024

  Our equipment was removed from Mr. ******* home, a refund check of  $15,500.00 was sent via mail on 10.03.2024. Thank you

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service 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 Sept. 21 "Rambo" from Semper Fi diagnosed one of our 2 units as needing $2300 worth of repair for it to start working again. Our second unit was running fine. We decided to finance 2 brand new variable speed units for our home costing us over $37k. The units were scheduled to be installed the next morning. However, I received a text from Rambo the morning of install apologizing and stating he did not realize the day and they would not be out to install until Monday. Installers were at my home for 14 hours because they could not get either new unit to go into the variable mode. They apologized when they left stating warranty techs will be in touch to fix the new units as both units needed new "boards". Tuesday I had to reach out to the company as nobody from warranty tech contacted me. A technician did arrive after I made contact and replaced the boards and checked the units and stated valves were broken as well. He stated someone else would be in contact about more replacement parts. Neither unit stopped running and the house was not cooling down. A different warranty tech was dispatched Wednesday after I contacted ***** and the install manager several times wanting to know what was going on. Within 20 minutes he showed pictures of one unit over half frozen and the second unit starting to freeze. The valve was not broken but stuck which caused the refrigerant to leak out and freeze the unit. He also stated the thermostats installed are not compatible with the units and that is why they are not working. I was supposed to hear back Friday morning about how Semper Fi is going to fix this. I reached out again, as they do NOT reach out to their customers in distress, and am still waiting. Meanwhile my house is not cooling properly with 2 brand new units and I am sick to my stomach thinking what this power bill will be. Ironically his main selling point to me was lower monthly power bills.

  

  Business Response

  Date: 10/02/2024

  We have a plan in place with the customer, we are reinstalling the two coils to resolve the issues and will be completed 10/02/24.

• Initial Complaint

  Date:08/29/2024

  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 am writing to express my concern regarding the installation of our new AC unit. We were promised next-day installation by ******** from inside sales on 6/28/2024. Initially scheduled for Tuesday 7/2/2024, we were rescheduled to today 7/3/2024, and after our own diligence we were informed by your installation manager that we were cancelled.Given the current heat advisory and the fact that the unit is two-thirds paid for in cash, this delay has been especially challenging for our family. The installation took two weeks and finally installed on 7/9/2024. Since installing the new 4.0 T AC unit has not cooled the home and has significantly increased our electricity consumption. We called for support and a service technician was dispatched and confirmed the unit was the wrong size. He said we would receive a call to correct the issue. We have been diligent in calling Semper FI almost daily. We have not received a callback outside of a single attempt on 8/9/2024. I have contacted them leaving messages to no avail. We kindly request your urgent intervention to help us resolve this issue promptly.

  

  Business Response

  Date: 09/04/2024

  We were out yesterday 09/03 to upsize the unit from a 4 ton to a 5 ton and upsize the return to a 20'' duck.

  Customer Answer

  Date: 09/09/2024

  
  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 am awaiting the refund of $1000. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/27/2024

  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.

  Date of the transaction: 12/27/2022
  History:
  New System installed on 27-DEC-2022
  Courtesy Annual checkup scheduled on 12-APR-2024 (3-6 PM), NO CALL NO SHOW
  27-JUL-2024: Water leaking from ceiling AC condenser. Technician came into repair on 27-JUL-2024 (9AM-12 PM). Tried to clear the drain line.
  10-AUG-2024: Water leaking from ceiling AC condenser again. Another technician arrived on 10-AUG-2024 (9AM-12 PM). Technician identified that the system was not level and water was draining away from the drain line. Contacted office to have installers come in to re-install the system. AC system is left without functioning.
  16-AUG-2024: Installers arrived on10-AUG-2024 (1PM-3PM). Brought in a large pump to install. Pump was too large to install. Both installers noted that the system was not level and needed to be re-installed. Called the installation manager (Justin Mason) to schedule re-installation.
  27-AUG-2024: Installers scheduled to arrive on 27-AUG-2024 (7AM-9AM). Confirmed with Semper Fi on 26-AUG-2024 (4PM) of the installation time. Waited from 7 AM o 8:30 AM; no one showed up. Called Semper Fi and was informed they would not be able to come until later in the afternoon.
  There has been no AC since 10-AUG-2024 at the property.
  The amount of money paid to the business: $6944.00 with a10 extended warranty purchased.
  The nature of the dispute is lack of the business trying to resolve the problem. Multiple attempts have been made to resolve the issue with installation manager (Justin *****) and the customer service manager (Cherry *** **********), however the issue has not been resolved.

  

  Business Response

  Date: 08/28/2024

  On 08/27/24 our install crew rehung and releveled the air handler unit. We also installed a condenstation pump, tested the units performance, the unit is performing to manufacturers specifications. Thank you 

  Customer Answer

  Date: 08/29/2024

  The business repaired the AC unit after 4 attempts, but being without AC for a month in the Phoenix heat is unacceptable. There is no resolution for the time the business wasted and not having AC for nearly a month  I feel the business acted negligently and breached their duty for resolving an issue that was caused by their installation crew. The business failed to meet the standard of care expected in the given situation.