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:08/05/2024

  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.

  On July 24, 2024, Semper Fi Heating and Cooling replaced our ** units. The first thing they did was rip rugs off the floor that were adhered to the floor without asking. I now have adhesive stuck to my rugs and have to buy adhesive again to stick them back down. The techs were unable to remove the attic unit through the access door, so they cut a hole in my living room ceiling to try and get it down. The unit ended up not fitting through the beams, so they placed a wedge between the beams to try and spread them apart enough to get the unit out. This caused the screws in the beams to shift in the drywall and left holes in the ceiling. When the unit didn't easily fit through the hole they cut and with the beams being pried apart they hammered it until it came through. The hammering shook lights loose and cracked the drywall on the ceiling around the hole. They dropped something out of the hole in the ceiling and chipped the tile on the floor underneath it. We were told that we would be contacted in 48 hours to schedule a time for the drywall that they cut out to be replaced. We were contacted 8 days later and only asked about the repairs that needed to be done. They contacted us again 12 days after the damage occurred and asked for pictures, again not scheduling a time for it to be fixed. As of 8/5 there are still no repairs scheduled. The techs left trash in my front yard and when I went out to pick it up, I also found 4 screws on the street where we park our car. As I was trying to clean up the mess left inside my house I found 2 more screws, a piece of wood, and other debris. The next day after installation I saw trash in my backyard that was left, when I went out to pick it up, I noticed a metal panel on the ground by the ** unit. I went to check it out and saw wires exposed on the unit. Apparently, they didn't fully finish installing everything. There is more that I cannot fit on this form...

  

  Business Response

  Date: 08/12/2024

  We are currently working with the homeowner and have repairs scheduled for 08/13/24 

  Customer Answer

  Date: 08/12/2024

  If repairs are completed to restore the damage done to my home like it never happened I will close this complaint. The fact remains that it's been almost 3 weeks since the damage was done and I've had to live with a huge hole in my living room and all of the other damage as well. This is not an acceptable way to do business with anyone, especially not a fellow service member. 

  

  Business Response

  Date: 08/20/2024

  We are working with our third party vendor to get the ceiling fixed/painted 

• Initial Complaint

  Date:08/01/2024

  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.

  We had 2 brand new units installed at our home in March 2024. I should have taken my business elsewhere, when they didn't show up on the day they were to install the units. We had boarded our dogs, so that they would be out of the way of the installers. When we finally called around ****, to find out when the installers would be at our house, they told us they accidently told us the wrong day and when I mentioned that we had taken our dogs to the boarding facility and it was costing us money each day they were there, Simpre Fi assured us they would compensate us for our inconvience. They never did. We finally got our until installed the following day.On 7/29/24, we noticed that our kitchen ceiling had a water stain. My Husband went up in the attic and found a leaking pipe from the air con. We called Simpre Fi that day and they said they would call us back. We heard nothing from them. I called them on 7/30/24 in the morning, and we were told there would be someone out here that day. By 5:30pm, no one had shown up. We called again and was assured someone would be out that night. We waited until 11:30pm. No one showed up and no phone call explaining why. I called again on 7/31/24 and after voicing my displeasure, we were assured someone would show up by 11am. 11:09am showed up and still no one showed up. No phone call explaining that someone was running behind, nothing. I called again, asked to speak to a supervisor and was put on hold for 10 minutes. When someone came on, they promised me that they would get someone out here and follow up. We are still waiting for someone to come out. In the meantime, we now have water dripping out from the air con unit too. 4 months and $26K later and our air con starts leaking. Do we bill them for our time? Good thing we have that ********, right? What a joke!

  

  Business Response

  Date: 08/06/2024

  We have been working with the customer to resolve this issue

• Initial Complaint

  Date:07/31/2024

  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.

  Ordered HVAC system. Installation was stalled (Issue #1), repair to drywall never followed up on (Issue #2), 3 months after installation, system fails (Issue #3), Semper Fi blames another technician (who did nothing more than remove the cover - then left! Issue #4), Semper fi blames bad installation (their own installation Issue #5 - but again, blames another technician) and says warranty cancelled (Issue #6), says they will fix but not responsible for drywall (see Issue #2), now will not respond to numerous requests to:1. take responsibility for faulty installation 2. fix drywall 3. confirm warranty is still valid 1.I order HVAC system 27 December on father (veteran) recommendation of Semper Fi. Pay 50%2.They come out for installation inspection on 1 March. Whoops, this isnt what we expected have to push out installation, well be in touch 3.I hear nothing for weeks I contact Semper Fi on 17 March asking for followup 4.Installation finally done on 25 March 5.Repair to drywall offered from ****** (see attached) we speak on phone but I never hear back 6.27 June problems start for renter. No AC! I email no response. I call but specifically ask for email response to be able to share with property management get two phone calls.7.Blame is put on another technician who did NOTHING 8.Now you are saying the drain pan was set incorrectly and my warranty is void??!!!???!9. I phone ******* in customer service - ********* responds via email. I send letter - no response after several email reminders I have heard nothing back since sending a detailed letter (attached) intended for their president on 16 July (who has no email address, I am told - and is on vacation with no return date!)

  

  Business Response

  Date: 08/01/2024

  We will work with the customer to get the issues resolved. 

• Initial Complaint

  Date:07/29/2024

  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.

  I am a tenant and the owner is *************************. He had a whole a/c unit installed a year ago and I've had various issues since day one. On 7/22 there was water dripping from the ceiling unit and I called first thing 7/23 and they said someone would be here later the same dayno show! I called early morning on 7/24 and they said hed be here first thing. Later that day a warranty person arrived and, at this point, the water was running down the walls and pouring from the ceiling. The warranty guy told us to shut it off because it was installed incorrectly in a few waysso we did. He said someone would be here first thing in the morning on 7/25another no show. My daughter was visiting and she and I were living without a/c and Im 87 years old! After numerous calls and insisting someone get here, they finally assigned it to a tech and gave us his name and number. He got here around 7 pm and he said the same thing, that it was installed incorrectly and it was the wrong unit for the a/c they installed. He gave us a portable unit and installed it in my bedroom and said wed be first on the schedule for Monday. After telling us theyd be here between 7-9 am, I called a couple times and they said we should be hearing from the tech shortly. When no one called after an hour I called again and was told we were rescheduled for 1-3 pm!! Im skeptical that Ill see anyone in that window of time. I provided all the details because I dont believe a Marine (the owner ***********************) would ever give this kind of service. Any company who would have an 87 year old live without a/c for a week in the desert should be closed down immediately! I want to say that the techs who came were extremely knowledgeable and kind. Its the customer service that is unacceptablehaving to call repeatedly and complain to get service is unacceptablenot being able to reach a manager is unacceptable!! I would never recommend this company, even to my worst enemy!!

  

  Business Response

  Date: 07/30/2024

  Customer is on the schedule for today, and isses will be resolved 

• Initial Complaint

  Date:07/23/2024

  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.

  In August of 2023 I reached out to Semper Fi due to my AC breaking down. They did a full inspection of my whole system and told me that I needed a new condenser which cost roughly $5k. After purchasing this from them with the understanding it would fix my AC, the system broke down less than 11 months later. They have been evasive, unresponsive, and just a pain to deal with. It has been 2.5 weeks and my AC is still not operating correctly. They are now saying that it's not the condenser but that my air handler is missing a return plenum which they want an additional $1k. A few issues:
  
  -Why was this not brought to my attention when the initial inspection was done?
  -Was the new condenser actually needed or did they just take the opportunity to sell me a $5k unit and now are trying to charge me more for the actual issue?
  -They refuse to give me in writing that this will actually be the fix and that if not they will rectify the issue at no further cost even though they verbally told me this? (I have evidence if needed)
  -The condenser was install incorrectly to begin with which is a huge red flag, evidence from a third party of needed.
  
  
  I would like the BBB's help in ensuring this issue is rectified in a reasonable and ethical way to ensure that this company is not taking advantage of myself and other consumers.

  

  Business Response

  Date: 07/29/2024

  This work has been completed to customers satisfaction 

  Customer Answer

  Date: 07/29/2024

  Hi, Justin came out and did do the work, but he stated it would be at no charge to me and the deposit I had put down would be refunded. Once I receive the refund of the deposit I will mark this as satisfied and will be happy to move on. 

  

  Business Response

  Date: 08/06/2024

  Repairs have been completed and the refund was issued 

  Customer Answer

  Date: 08/07/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22034886, and find that this resolution to be satisfactory to me.  Please consider the complaint resolved.
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
   
  

• Initial Complaint

  Date:07/20/2024

  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.

  We chose Semper Fi to install a new AC unit for us and the below are the events that have occurred, but no working AC unit has been installed. The total cost is $12,102.40 7/10 - appt is scheduled to happen for AC unit to be replaced, appt is rescheduled on 7/9 to be installed on 7/12 7/12 - appt comes around, our old condenser and air handler are removed and the new condenser and air handler are installed but don't work. We are told the issue is there is a communication error between the thermostat and condenser. They said they would call us back to get us scheduled again. They left us with 1 portable AC unit that keeps the house at 90 degrees downstairs, 95 degrees upstairs. After having to initiate the call to the company, we were scheduled for a follow up on 7/15 7/12-15 - have no AC, no accommodations by the company offered but a portable AC unit for downstairs 7/15 - a tech comes, looks at the problem and realizes it is a bigger issue and says a completely different team needs to come out and look at it. We have to follow up again, but are continuously met with lack of answers and no appt scheduled 7/15-7/16 -- the company has not initiated any calls - I have had to follow up multiple times a day to get updates 7/17 - after calling multiple times this day they finally scheduled a tech to come out on 7/18 between 8 and 10 am 7/18 - we spent the whole day in our hot house. I called at 6pm to get an update on the tech only to be told he wasn't coming. We were told he would come out the following morning 7/19 - the same situation as 7/18 happened. The tech never showed after we were promised and confirmed someone would be coming out. We are at day 8 of no AC, no follow up appointment scheduled, and are constantly having to reach out to the company to initiate any sort of scheduling or planning. I have had to initiate contact with the company 23 times between 7/10-7/19.

  

  Business Response

  Date: 07/23/2024

  This has been completed to customers satisfaction today 07/23/24.

   

  Thank you

  Customer Answer

  Date: 07/26/2024

  
  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.  The ** Unit has been installed and is working. The only outstanding items is to receive the $700 refund they promised us for the hassle the situation caused. We should receive this by next week. 

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

  
  

• Initial Complaint

  Date:07/19/2024

  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.

  e have 2 units that were 15 years old and as supposed to just pumping money into them, we decided to go with 2 new units from Semper Fi. We were excited to use a company that was big on military & 1st responder comradery, so we had our ducts cleaned, a water softener put in and our water heater replaced. Feb 2024 our new units were installed and shortly after (2 months) a tech came out because our bedroom side unit wasn't working (rooms felt hot) the tech stated it needed to be "charged". The unit worked for about 3 months, then we started to notice the bedroom side getting warm. 2 techs came and stated they had to put it through the warranty **** because they thought there was a leak. Took 6 days to get someone out. ****** was here for over an hr and found a leak outside. 1st few days ran at 63 degrees out of the vent (we keep it at 78), then started getting warm. ****** & another guy came out and stated it was a floating switch and fixed it. Ran fine for a day, got a call about units so I recorded an hrs worth of times it turned on off and vent temp. My bedroom side ran for an hr finally had to turn to 79 to get it to stop. Vents all around house are blowing ***** when I was told should be around 60 out of the vents. Called and was told I would get a call back from the manager, it's been over 3 hours without a call. A/C should cycle 2-3 times per hour mine is cycling 4-5 times (I get its hotter than "normal" but my 15-year-old ac was able to keep up last year with hotter than normal temps). Super upsetting to be a part of the first responder community to only be taken advantage of by this company. *** Was told by a tech he didn't know if units were damaged from running 2 days straight with no oil............. I worry if we keep "repairing" so much so early on that these will not last, I'd rather get refund and buy new units elsewhere and they can have theirs back. By the looks of the review and social media complaints, it's happening a lot with them.

  

  Business Response

  Date: 07/23/2024

  We are currently working with the customer to resolve this issue

  Customer Answer

  Date: 07/26/2024

  As of this point they have been out 5 times- after the 5th time we were out of town to verify the problem has been fixed.

• Initial Complaint

  Date:07/18/2024

  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.

  No call, no show. Very disorganized. Same complaints as others on here. As you can see, their complaints have more than doubled the last year compared to the total combined in three years. Something wrong going on here with this once reputable company. I will return to ****** and Sons. They never disappointed us.

  

  Business Response

  Date: 07/18/2024

  Repairs have been made to customers satisfactions today ********

• Initial Complaint

  Date:07/18/2024

  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.

  This company installed a new ** unit for us on June 11, 2024. After installation we noticed that it had a loud rattling sound. They sent a technician to check the unit and his recommendation was to install a compressor blanket. We did not agree because that only covered the sound but did not diagnose the issue. They sent another technician who diagnosed a bad compressor, some issues with installation and thermostat. He recommended replacing the unit and replaced the new thermostat. After installing the second ** unit it started making a loud sound when turning on. It also has a loud rattling sound that can be heard inside and outside the home. They sent another technician and he agreed that the sound was not normal but was unable to diagnose the issue. His recommendation was that he talk to his supervisor and they would contact us. They never did until I called to ask for a supervisor or manager to come to the house to check the unit. The warranty supervisor came to the house and replaced the startup kit. That did not resolve the issue with the loud sound from the unit. We contacted again with the company and last Thursday they sent another warranty technician. He found some loose cables in the ** circuit breaker. He also checked the refrigerant level and one side was low -2 and the high side 32. Very concerned those levels can affect the functionality of the compressor. The technician who came before told us that the refrigerant levels were normal. We are concerned about how a new ** has lost refrigerant. For this issue and because the sound is still very loud when the unit turns on we asked that another supervisor come to inspect the ** unit. They gave us a schedule for today, Wednesday, July 17, 2024. I called today in the morning to confirm that they were coming and they confirmed that they were. No one showed up. At 8 pm a manager called and scheduled for tomorrow in the morning. Very negative and frustrating experience with this business.

  

  Business Response

  Date: 07/18/2024

  We have gotten in contact with the customer and the customer is scheduled for today ********. This issue will be resolved today. 

  Customer Answer

  Date: 07/18/2024

  We talked to the manager last night. He scheduled a time to come and check the unit. From 7am to 10am. No one showed up or contacted us to tell us that they were not coming. I called the office and they told me that they had changed the schedule from 8:30 am to 12:30 pm. Again no one showed or called to say that they were not coming. I called again. They said someone was coming around 2 pm. Again, No one showed up.  The issue has not been resolved.
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/23/2024

  This has been completed to customers satisfaction today 07/23/24.
  
  Thank you

  Customer Answer

  Date: 07/24/2024

  The third unit was installed yesterday 7/23/2024. A supervisor from your company recommended, due to all the issues we have had with the previous units, that we wait a few days to see how this unit works and that we set an appoinment for a Quality check. We called today and made an appointment for next Wednesday. We asked customer service for the customer booklet, which contains the model information and serial number. The technicians forgot to give it to us after installing the new unit. They also forgot to put in the pads that we had in the previous unit to reduce the sound level of the new unit. Due to the issues we have had with the other two previous new units after a few days after installation, we cannot confirm until we have a Quality check and observe how the new unit performs in the next few days that this issue has been resolved .

• Initial Complaint

  Date:07/10/2024

  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.

  I have been without air conditiioning for at least 7 days. I had this brand new unit put in just 2 years ago and have had problems ever since. Now the fan unit broke and they say their wont be here to this Friday to fix. i don't want their 2 be any charges for this and they should replace the entire unit for no charge. Hotel rooms etc. hotel rooms could end up 800 dollars plus fees.

  

  Business Response

  Date: 07/12/2024

  Thank you for reaching out regarding your concern.

  We appreciate the opportunity to correct this for you.  Today we are out to replace the equipment to correct the mechanical failure.

  As discussed with our Service Manager, we also will be taking care of the accommodation bill.

  Again our goal is to ensure satisfaction of our homeowner and will continue to make this right for you.

  Kind regards,

  Semper Fi Heating and Cooling