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: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
  

• Initial Complaint

  Date:07/04/2024

  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 called for a service repair on my A/C unit and paid my $1500 invoice. Never received a receipt, but can prove it by credit card statement.My A/C unit never made any noise at all and the day after they left I noticed loud noises every time my A/C turned on. Sounds like the thing is falling apart. They did something to damage it or did not put it back together properly. This is noted in the 1-star ****** review that I left as well.You did something to my A/C unit and I consider that a job not completed and demand a full refund so that I can hire someone else to come and do the job correctly.

  

  Business Response

  Date: 07/05/2024

  We contacted the customer, he is unwilling to work with us but we are refunding him his money to resolve this issue. 

  Customer Answer

  Date: 07/08/2024

  
  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:06/23/2024

  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.

  Finish my install.I prefer to buy American, local and military any chance I get. So when I received two referrals from family to give Semper Fi a try it was an easy decision. My referrals have used Semper Fi in the past for maintenance work.6-1-24 Quoted and agreed to Purchased a new HVAC system from Semper Fi.6-3-24 Showed up to install new unit as agreed, informed me that wrong Plenum box was shipped so they were unable to install the new air return to the system. They were also scheduled to clean ducts and reseal ducts as some were obviously drawing in dust. None of this work has been completed. ($2090.00 worth of parts and labor), Total bill is $17,524.00. I was told they would be back or get back to me next day.6-4-24 came home early from work NO CALL, NO SHOW 6-5-24 ************** did not seem to know anything about this issue. Scheduled for 6-6-24 to finish work. 6-6-24 Left work early to meet crew. NO Call. NO SHOW 6-12-24 ************* ask for manager, no one available, will have service manager call me back 6-20-24 set e-mail with call records 6-23-24 Still NO Call, NO Show

  

  Business Response

  Date: 06/24/2024

  Thank you for reaching out and allowing us the opportunity to correct your concerns.

  Our Install Manager did reach out today and received no response.  We strive to ensure that all of our work is done in a timely and professional manner.

  At your convenience please reach back out to the office and our Installation Team will get the appointment schedule for your homes availability.

  Kind regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:06/23/2024

  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.

  On June 18 I called these morons to fix the ac unit installed by them. They sent the same jackass 2 days in a row who did not fix the issue so I was forced to buy a portable unit. Last Friday they sent 2 guys from their warranty department who appeared to fix the problem, however 1 1/2 days later the unit is still not blowing cool air. I either want this unit fixed permanently, or I want my money back so I can hire someone competent

  

  Business Response

  Date: 06/24/2024

  Thank you for reaching out.

  Our Team is currently working on the concern with the Homeowner and appreciate the opportunity to make this right for you.

  We were at your home today and understand that the unit is running to manufacturer specifications.

  Again, thank you for the opportunity to correct the concerns with the thermostat and wiring.

  Please do not hesitate to reach out for further concerns.

  Regards,

  Semper Fi Heating and Cooling.

   

   

• Initial Complaint

  Date:06/08/2024

  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.

  A new unit was installed April 26th, 2024. Since the unit was installed, semper Fi has been contacted and has responded a total of four times. The interior of the house has consistently been at ***** degrees, with the temperature on the thermostat set to cool at 74. It's very frustrating, considering that the 25yr old unit that was replaced, would cool the house to 75 on the hottest days of the summer. So far they have responded, topped off the refrigerant, and replaced the thermostat. Additionally, I was told to expect a phone call soon in regards to what semper Fi will be doing to resolve this issue.

  

  Business Response

  Date: 06/11/2024

  Thank you for email.

  We work hard to ensure that all homeowners are satisfied with the work and equipment that has been placed in their home.  

  The equipment that was installed is scheduled for replacement on Thursday.  We do believe this will resolve the concerns and issues you have experienced.

  Should you have any further questions please do not hesitate to reach out directly to our office.

  We appreciate the opportunity to correct this for you.

  Regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:05/17/2024

  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 purchased a new A/C unit 1 year ago. In that time we have had no less than 15 service calls for countless issues to include electrical, compressor, improper installation, poor cooling, and a variety of other issues.This is completely unacceptable. The installation, product, and service is not worth $14, let alone the $14500 we paid.Constant problems, lengthy service calls, missed work, hot nights, all after the new unit was installed.

  

  Business Response

  Date: 05/17/2024

  Good afternoon,

  Thank you for taking the time to contact us regarding your concerns.

  There have been service issues with the new unit, we did have a technician out at your home and understand the unit is currently running to manufacturer specifications.  Upon further conversation with the Service Manager today a follow up is planned for Monday to ensure the system is still currently functioning at capacity.

  We will continue to ensure that all is right correct with the equipment that was purchased, should it not be additional corrections will be made.

  Again, we appreciate the opportunity to make this right for you.

  Kind regards,

  Semper Fi Heating and Cooling

   

• Initial Complaint

  Date:05/12/2024

  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 just took advantage of one of their free tuneups on Friday 5/10/24 so we could also get an estimate on two new units. The next day (after their tuneup) our downstairs unit "coincidentally" stopped working. I'm so irritated. We have 5 kids in the house and it's so hot! If they thought that was their way of getting us to go buy new units with them, they're sadly mistaken!

  

  Business Response

  Date: 05/13/2024

  Thank you for reaching out with concerns of the visit to your home.

  We appreciate the opportunity to address any concerns you may have.

  We are an honest company and work to maintain that core value.  It is a coincidence that the system did fail after we left your home.  During your inspection on the 10th, it was noted that there were components that would need to be replaced/repaired.  We did send another technician back to your home on May12th to review and ensure that they system is up and running.

  The technician did confirm your unit is now working and a conversation was had with our Service Manager to ensure that all is taken care of, we do hope that the concern has been taken care of accordingly.  Should there still be concerns, please do not hesitate to reach out directly to the office for resolve.

  Thank you

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 05/14/2024

  
  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:05/04/2024

  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 sought out Semper Fi in early summer 2023, hoping to get a new ac for our home before the az summer heat hit. We had a new unit installed within a week of contacting semper fi. Within the first week of having the new unit, we noticed that our unit was running 24/7 and struggling to keep the home at temp. The unit then stopped being able to cool our home, so semper fi sent our techs who attempted to resolve the issue, but they ended up suggesting we replace the condenser outside. They swapped it for another "new" condenser. The ac worked as expected for a few weeks. After numerous phone calls, service calls, etc, semper fi replaced our unit again, this time going into the attic and swapping out all ac material with new. Our ac worked great for again, a few weeks, then stopped cooling the home. Upon inspection, semper fi tech realized that there was packaging material, foam of some sort, blocking air flow in the condenser. He removed the trash left there by the install team, and our unit has worked since. That was oct 2023. In az, the Temps are now heating up again. This has been the first week our unit has been challenged since the install in Sept 2023 (the second install). I came home from work today to our home over 80 degrees and the unit set to 73, blowing but no cool air. Semper fi has been disappointing and misleading from the start. Claiming to give deals to veterans and their families, when every customer gets the same '20%" discount, is misleading and abuse of the military slogan. It is an advertising tool from a slimy company. I have requested a manager contact me to discuss our current ac failure and am awaiting a call.

  

  Business Response

  Date: 05/07/2024

  Good morning,

  Thank you for the email and opportunity to correct this concern. 

  We do strive to ensure that all of our homeowners are satisfied with the service.

  We have been in contact with the homeowner and have arranged for a Supervisor to return to the home and do a complete diagnostic to make sure that the unit is fully running to manufacturer specifications.

  Upon completion of this appointment, we aim to have all concerns rectified.

  Kind regards,

  Semper Fi