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:08/05/2023

  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 partner and I own a rental property that needed a new ** unit in April 2023. We called Semper Fi, paid $10,000 for a new unit installed in about a week. Four months later and our tenant informs us that the ** is not cooling the house to the temperature on the thermostat. We call Semper Fi again because they promised a 10 year warranty for new units. Their **************** team puts our property on the list for a technician to come out. The technician didn't show up or call to cancel. So, we call **************** again. They apologize and reschedule. The following day a technician checks the unit and finds that the brand new compressor is already broken. They ordered a new compressor and replace after 10 days of waiting. A day later, our tenant informs us that the unit is constantly running without taking breaks and still can't cool the house down below 85 degrees during the day. So, we call Semper Fi again on the 31st of July and schedule another technician for Aug 2nd. The technician never showed up and never called to cancel. So, we call Semper Fi again, and were told our account was mixed up with someone else's account..? A technician finally showed up on Aug 3rd and told our tenant that we would receive a call about replacement parts (again on a brand new unit). But, there was no call. We have placed over 30 calls to Semper Fi in the last 3 weeks because they keep telling us that someone will call us to help us figure this out. But, no one calls and no one gives us any information on what our next steps should be. We have asked to have the new unit replaced, re-installed, or upgraded but not a single person at Semper Fi has given us any options other than wait for someone to call us back. Just for no one to call us back. We paid $10,000 for a new unit that does not work and Semper Fi doesn't seem to care enough to contact us back.

  

  Business Response

  Date: 08/08/2023

  Thank you for the opportunity to work with the homeowner on this concern.

  We have been working with this homeowner to find a resolve to his tenants concern.  Semper Fi does take pride in all of its work and in now way did we want the homeowner to believe they are not valued.

  Currently we are working on a resolve for our homeowner and will continue to remain in contact.

  Kind regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 2022 I purchased a new HVAC system (14 seer 2.5 ton) through Semper Fi. A week later (October 2022) I called them to tell them the house feels hot. I was told the system needs to be broken in and to give it time. They also never completed the work in the house till May 2023. They never capped off my vent to the outside or finished the drywall till May 2023. They also put my new unit on loose bricks outside and when I complained they brought the pad the unit is suppose to sit on in May 2023. Mind you - I paid for all these services in September 2022. When winter came, the house never felt hot. I would sit in the house with extra blankets to stay warm. In March 2023 when Semper Fi came to do a maintenance on the unit, I told them my complaints and was told the unit was fine. My neighbors next to me bought a new HVAC system through Semper Fi in May 2023. They got a 14 seer 3 ton and for a $1,000 less than i paid for. Their house is set at 79 degrees and very chilly in the house. My house is set at 76 degrees and just comfortable. When the heat wave hit in ******* in July, I struggled to keep this house cold. My son's bedroom will not drop below 84 degrees. I have called Semper Fi multiple times in the last two weeks and given promises after promises that they will replace it. The last person I spoke with was a ******* on July 28. He said he will call me back on August 1 - which he did not. When I called him, he acted like he didn't know who I was or what we were talking about. I had other Semper Fi techs in my house and they all say the unit needs to be replaced, but Semper Fi will not replace it. They only act like they care, till the take your money and then they don't care at all. Pretty bad for a local ******* company who claims they care about their Vets. I need this unit replaced. My son has asthma and my son and I are suffering from migraines from the heat and from having a hot house. Semper Fi needs to replace my HVAC unit.

  

  Business Response

  Date: 08/07/2023

  Thank you for your contact.

  We have been working with the homeowner to try and have all concerns addressed.

  We continue to work on a plan of action to correct concerns of the home and greatly appreciate the opportunity to do so.

  Regards,

   

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 08/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The business has come out and true to their word, they have replaced my unit at no charge to me. Thank you for your help on this matter. 
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:07/29/2023

  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 a new ** unit installed 10/22. Went with Semper Fi as husband is veteran.7/12/23- 1 am entire system shut down. Called Semper Fi at 2 am and left msg. Were told tech would come out between 4-7, no tech came. Called twice and no word, then told tech isnt coming but we will be 3rd stop 7/13.7/13/23 Called Semper Fi 4 times this day and was told someone will be coming out today. No word from Semper Fi. 7/14 Get call back and service rep didn't know anything about what was going on. Told coming out between 7 - 11am 7/15.7/15/23 No word until 3:30pm. Tech stated that when they installed the ** unit in Oct the hot air return vent should have been replaced with a larger version. Scheduled install for 7/19/23.7/19/23 Techs advise that making the trunk larger will not help due to the way the duct is set up. They suggested punching a hole into the master bedroom and create a new hot air return. I advised to go ahead and do that. 7/25/23 Unit started doing the same thing. ** fan set to on yet it would just completely shut off. Set the thermostat temp to 74 and ** wouldnt kick in until it was 5+ degrees OVER. Tech diagnosed it as relocated condensation piping being hooked up incorrectly. He "fixed" and hours after he left had the same issue.7/26/23 Tech comes out and replaces thermostat. He said if the entire thermostat still shuts off then its not the thermostat but the unit itself. After tech leaves the entire thermostat goes out. I call and leave msg. 7/27/23 Company calls and tells me they will be sending a seasoned tech out today. 40 minutes after tech leaves unit went out. Called and spoke to Manger ************************* who assured me the unit would be fixed OR replaced by end of day 7/28/23. 7/28/23 Called 4 times to follow up as ************************* promised fix today and at 11pm the tech texts me to say we need to reschedule. 7/29/23 still waiting for this reschedule and the company to call me

  

  Business Response

  Date: 08/01/2023

  Good evening,

  Thank you for your email.

  Since time of initial complaint we have since been in contact with homeowner.

  Work has been completed and the home is cooling at this time.

  We look forward to working with the homeowner in the future.

  Regards,

  Semper Fi Heating and cooling

  Customer Answer

  Date: 08/01/2024

  October 2022 had a new unit installed. July 2023 spent three weeks dealing with a dozen different tech visits to fix my unit as it was not working properly if at all. Countless phone calls, no returned calls, no show techs, techs who had no clue what they were doing. June 2024 here we go again. Unit stopped working, again. After countless calls to even get a tech here we are told the unit they originally installed in October 2022 is too small for our house. WE had to then follow up multiple times to figure out what they were going to do to resolve this issue. They told us they were going to put a 5-ton unit in and take out our 4 -ton unit. They come and spend an entire day ******* installing said new 5-ton unit. A week later and AC is STILL not working correctly, we follow up with company MULTIPLE times, techs are said to be scheduled to come and we get no shows and no call backs. FINALLY had a tech out late yesterday and he finds out that not only is our AC not working correctly but this NEW 5-ton unit was installed incorrectly, and multiple other issues. We are now waiting again to hear back from the company about what this new game plan is. Since we have gone with this company for our AC we have YET to have a summer where it works properly. Beyond frustrated at this point.

  

  Business Response

  Date: 08/07/2024

  All repairs have been made, a/c unit is funcitonal properly at this time

• Initial Complaint

  Date:07/19/2023

  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.

  In June of 2022, I hired this company to fix my AC unit that was about 15 years old. Of course, they recommended replacements of both of my units. I paid them over $20k cash to replace both units. I was told how much this would lower my electric bill. My electric bill was around $650 in the middle of summer at the time. I was told this would cut my bill in half at least. One year later, I have been begging these people to fix their mistake as my bill is regularly over $1000 in the summer. Finally after a year of asking them to fix it, they sent a manager out who admitted they installed the unit completely wrong and has promised to fix it. Weeks have passed of me begging for the work to be fixed to no avail. Appointments are promised and missed and they have not fixed a **** thing. Now my bill is $1300 this month for a house that is not even cooling properly and this is ridiculous. This is egregious and a potential civil liability. I want the issue resolved immediately to avoid a lengthy legal battle. And your company should be responsible for my ridiculously increased electric bill. This feels like a joke.

  

  Business Response

  Date: 07/19/2023

  Thank you for your email.

  We appreciate the opportunity to work further with the homeowner.

  Our office will contact directly to resolve.

  Kind regards,

• Initial Complaint

  Date:07/18/2023

  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.

  6/7/23 we requested service on our A/C unit, the technician said our system was ready to fail and we were sold a top of the line unit to the tune of $******+ . We immediately contacted the company to report problems with our system rapid cycling and the fan speed was set to its highest setting. 6/9/23 installed a new unit 6/12/23 a new technician came out to try and fix the problems. He turned the fan speed down and left. 6/14/23 a technician came again and discovered the unit was wired incorrectly and made the corrections. we discussed the size of the unit being a 5 ton rather than a 3.5 ton (like we had before) and determined the unit was oversized.6/19/23 talked to *******, he said he would get it resolved 6/21/23 sent a video of the noises the system was making to demonstrate the problem again, ******* said it was a warranty issue and he would get back to me.6/26/23 ******* assured us he is working diligently with the warranty company 6/27/23 ***** came out and did some troubleshooting. He stated the system was not the right unit for the space and said they would replace it with a different unit that was appropriate for the space.6/28/23 no word on replacement 6/29/23 ***** let us know they were still working on it.7/5/23 A new unit was installed. We were not consulted or given a price for the unit at the time of installation. 7/6/23 received a new invoice with an updated unit number but exactly the same price. I requested an invoice with details- price of unit, price of installation, price for 10 year warranty parts, price for maintenance warranty. A person from the office called my husband and offered to send him a refund (check) of ***** for the difference. We declined the offer and again requested an updated invoice. Email requests for this information were sent 7/6, 7/7, 7/10 and 7/17/23 with no response. 7/18/23 our system is still not installed properly and we still have no idea of price. We financed ******+ and payment begin in two weeks.

  

  Business Response

  Date: 07/18/2023

  Good afternoon,

  Thank you for the opportunity to respond.

  We are aware of the concerns and are working with the homeowner to resolve in a timely manner.

  We do appreciate the opportunity to continue to work with the homeowner.
  

  Kind regards,

  Semper Fi Heating and Cooling

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/6/22 Air conditioner purchased. Unit delivered scratched and fins faded and bent. Pad for the unit was burned. Requested new unit but they refused. Repair complete on the pad and the fins repaired. Nothing done to repair the **********/22/22 called to inform unit was not performing correctly (continues to run which is very costly). Tech came out and said it was low on refrigerant. 8/26/22 called for same reason. Informed by tech that flex duct was undersized and needed to be replaced and would receive a call to set up repair. No call received 8/30/22. Called office to find out when a the service would be completed. No record of service needed. Received call that warranty tech wanted to assess 9/1/22 warranty tech came out and stated flex duct did not need to be replaced. System low on charge. *****system worked through the cooler temps****4/21/23 set maintenance appt. No show. Rescheduled for 4/28 4/28/23 office called and cancelled 5/5/23 warranty appt completed. No issues found 6/19/23 maintenance completed. No issues found. No invoice provided 6/30/23 called due to unit not performing correctly. Appt set for 7/1 10-2 7/1/23 no show, no call until 3:30 saying he would be here from **** pm. Told him that was unacceptable. Bad line and call was disconnected Unit continues to run for hours which is driving up the cost. Unit needs to be repaired or replaced with the energy efficient unit I paid money for.

  

  Business Response

  Date: 07/06/2023

  Good morning,

  Thank you for you for contacting Semper Fi Heating and Cooling.

  We have been in contact with the homeowner with the evaporative coil being replaced under warranty on 07/05/2023.

  At this time, we have completed the work however will reach out to our homeowner to ensure all is satisfactory for resolution.

  Kind regards,

  Semper Fi Heating and cooling

  Customer Answer

  Date: 07/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  I received a call from the General Manager. A follow up will be scheduled to be completed next week to ensure there are no further issues. We have agreed to a resolution plan. 
  

  At this time, I am appreciative pleased with the the response from the business.

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

  
  

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was told ac unit needed to be replace, tech had to hard start, told it would'nt last long. Told the tech that we wanted the same setup with gas heating, he said no problem, asked me to sign the notebook just for a signature and would email me the invoice, got it the next day paid half and half again total *********. Installers never confirmed the type of unit, I am thought I was getting ac unit with gas but got a heat pump ac instead, remove my gas hooked up without approval and again signed a blank notebook, told they would email me . I feel that I was deceived. I am 73 years old and had to go up on my roof the next morning to see what they did and called them to tell them it was the wrong unit, installed the unit 6/23/2023. We have been going back and forth for a resolution but finally said that I had signed the contact and done. Told me they would get back to me when I didnt accept what they said and they havent replied. i would like becouse i was deceived i wont 50% of the cost of the unit ($5472.62} returned to me. 42 yrs w/ gas not knowing cost of new elect. bill. and hope this will not happen to another Veteran. all signings of notebook had no content.

  

  Business Response

  Date: 07/06/2023

  Good morning,

  Thank you for your contact.

  We have spoken with the homeowner and our Install Manager is working on a resolve.  We appreciate the opportunity to make this right for the homeowner and will be in conact.

  Kind regards,

  Semper Fi Heating and Cooling

  Customer Answer

  Date: 07/07/2023

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

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/16/2023

  Good afternoon,

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

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

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

  Thank you

  Semper Fi Heating and Cooling

   

   

  Customer Answer

  Date: 06/19/2023

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

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/20/2023

  Good morning,

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

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

  Kind regards,

  Customer Answer

  Date: 06/20/2023

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