Complaints

This profile includes complaints for Frank Gay Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Frank Gay Services, LLC

  100 Sunport Ln Ste 100 Orlando, FL 32809-7892

  
• 

  Frank Gay Services, LLC

  6810 New Tampa Hwy Ste 200 Lakeland, FL 33815-3165

  
• 

  Frank Gay Services, LLC

  333 W Granada Blvd Ormond Beach, FL 32174-6295

  
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  Frank Gay Services, LLC

  3763 Mercy Star Ct Orlando, FL 32808-4654

  
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  Frank Gay Services, LLC

  320 US-441 Lady Lake, FL 32159

  

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:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, June 12 an **** tech came to service my air conditioning unit. He found the discharge pipe was clogged and used hot water from the sink in the garage to flush out the pipe. I was working from home and had to leave the tech unattended from time to time. When I returned to my garage, I saw that he had placed Frank Gay Services stickers on my electrical box, air conditioning unit and water heater. Two things are already established: My water heater was working at the time the tech was here, and he handled the water heater. Now the water heater does not work and FGS is simply denying culpability. The tech did not ask my permission nor did he need to touch my water heater to ***air my AC. He had no legal right to touch my water heater, my car, me refrigerator or anything else not directly necessary to perform the **** ***air. I have explained the problem and situation to them 8 times and they simply refuse to restore my water heater to working order. I did not ask them to ***lace it like they keep saying I did, and they don't like that I pointed out problems with all their explanations. They also took a picture of my driver license, which is highly confidential information they don't need to perform their services. They made no attempt to address my online request to remove my driver license picture from their, and any contractor's or vendor's servers, hard drives and mobile devices. I still don't have hot water after 30+ days and they simply refuse to assist me without me paying them to restore my water heater that worked very well until their tech touched it without my permission, supervision or business justification for doing so. They want me to believe it is a coincidence, and that is absurd. They need to make this right but if they send somebody, I won't trust them, it's disgusting. The customer service *** also inadvertently revealed that the manager I spoke to before her lied on his ***ort. There's so much more but no more room to type.

  

  Business Response

  Date: 07/15/2025

  We acknowledge receipt of your detailed correspondence and appreciate you taking the time to provide a comprehensive timeline of your experience. Let me begin by stating that the communication and service follow-up you described are not the standard we strive for, and we sincerely apologize for the significant frustration and time you have spent seeking a resolution. Your feedback on this process is invaluable, and we are using it to conduct an internal review of our communication protocols.
  
  I would like to address the specific points you raised in your complaint.
  
  1. Technical Findings on the Water Heater:
  To address the critical question of causation, the report from our technician noted that the wiring connected to the water heater was visibly charred. From a technical standpoint, this type of thermal damage is evidence of a long-term, pre-existing electrical issue. It is not the result of a brief interaction and does not materialize in one or two days. While the timing of the failure is undeniably frustrating, the physical evidence does not support the conclusion that our technician's actions caused the electrical fault. For this reason, we cannot offer to repair or replace your 10-year-old water heater at no charge.
  
  2. Placement of Service Stickers:
  It is our standard practice for technicians to place service stickers on major appliances as a convenience for homeowners. However, we understand and respect your position that any interaction with an appliance not currently being serviced should be explicitly authorized. We will use your feedback to review this policy with our technical team to ensure better communication moving forward.
  
  3. Request for Deletion of Your Driver's License Photo:
  Regarding your request for data removal, please understand that we operate under specific legal and procedural requirements.
  
  Purpose of Collection: We collect a photo of a customer's ID as a standard identity verification measure. This is a crucial step of due diligence to protect both the customer and our company against potential fraud.
  
  Record-Keeping Obligations: As a Florida-based company, we are bound by state law to maintain complete and accurate records of all customer transactions for a legally mandated period. These records, including identity verification materials, cannot be selectively altered or deleted upon request. Please be assured this data is stored securely in accordance with our privacy policy and is accessed only for legitimate business and legal purposes.
  
  4. Our Path Forward:
  We acknowledge the validity of your complaints regarding our communication failures. The non-working phone number, the repetitive need to explain your situation, and the lack of follow-up are unacceptable. Furthermore, your concern regarding the internal notes on your file is taken very seriously and will be addressed internally as a confidential personnel matter.
  
  While our technical findings prevent us from assuming liability for the water heater's failure, we do not dismiss the breakdown in our service to you. We maintain our offer to work with you on the price of a replacement unit, should you choose to proceed with our company. This is offered in recognition of your poor customer experience.
  
  We consider this correspondence our formal response to the issues raised.
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried every reasonable means to get a hold of a manager to discuss resolution of this job. This was a 14k job, with a new main service box and moving a breaker box inside. After a very competent and well spoken tech, ****, came out for the initial estimate/ and plan sign up, it quickly went downhill. I had this job and an ** unit replacement quoted- I will not be moving forward with the ** unit replacement due to absolutely unprofessional management. To be clear, the techs were mostly acceptable, but the management and training was atrocious. Originally told this was a 2- 3 day job, ultimately due to poor work, not having parts on hand, it ended up taking over 2 weeks, and it is still not done - having grounded the box to a corroded piece of rebar- the manager says that is acceptable, even though in the invoice I was quoted for a main grounding system. Further, when they replaced the breaker box, while it had to be rewired twice, and they used sharpie to squiggle labels on. For 14k, I would have expected a small portable label maker. I have called more than 14 times- been cordial with the office team, but cant get the manager to call the right phone number. He called the wifes phone and left a message, after specific instructions to call my phone.(since it is my financing..) job incomplete. Poor workmanship. If this doesnt work to get it fixed, I appsrently have to go to the **** (and having to learn what that is) because I cant get them to even call me back correctly, finish the job contracted for, let alone do a good job at it.

  

  Business Response

  Date: 07/10/2025

  Frank Gay Services appreciates the customer's feedback. I have reached out to the customer and have him scheduled for 7/17/2025 to complete the work. Once completed we can schedule inspection.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If you love getting scammed, this company is the one for you.I had one of their guys come out for routine maintenance, and he told me I needed to either have the coils completely removed from my system and cleaned for $1500 or replace my entire HVAC system altogether for near $20,000 I refused to believe that cleaning the dust off coils cost that much money or that my 6 year old system needed a complete ************** I called a local contractor at a family business. He came out and did the work in less than a hour for $300 without needing to remove the coils. Now, the unit is BLASTING cold air better than ever for 80% less than FGS was going to charge for the same EXACT job.I wont be using them again and recommend caution trusting their 3.5k 5-star reviews. Something tells me they paid for them.

  

  Business Response

  Date: 07/14/2025

  We have received your feedback and thank you for the opportunity to clarify our service and pricing model. The foundation of our service is transparency. This upfront pricing ensures there are no surprises or hidden fees, empowering you to approve the cost before any work is done. We understand that you are evaluating the cost, and we want to provide some context. Our pricing reflects not just the equipment itself, but also the operational readiness required to solve complex issues on the first visit. This includes maintaining fully equipped vehicles, comprehensive technician training, and 24/7 operational capacity. This preparedness is what allows us to deliver a prompt and complete solution, often when it's needed most. It is always our goal to work directly with our customers to resolve any questions or concerns. In the future, should you feel there is a discrepancy or have an invoice from another provider you would like us to review, we welcome you to bring it to our attention. Open communication allows us the immediate opportunity to ensure you are satisfied with the value and service you received. We appreciate your business.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered this AC unit in Feburary of 2022 and have since had multiple issues with it. It was installed wrong from day one and it was leaking water under our floorboards, we called Frank Gay then and they sent the same team out again to reinstall it;. Then we had an issue with the cooling again that same summer called Frank Gay again and again they sent someone out. This has happened now 15 times in total with Frank Gay when I finally reached out to Carrier( the maker of our unit ) and told them what was going on and they told us to no longer contact Frank Gay which I agreed not to, Since then this unit is still causing problems. We have had people from four different companies come out and service this unit and its still having problems.

  

  Business Response

  Date: 07/14/2025

  Please be advised that due to an unresolved, outstanding balance, this account was referred to a third-party collection agency. In accordance with federal regulations and company policy, all communications regarding this debt must be directed to that agency. We are legally precluded from discussing settlement or payment arrangements directly with the customer at this time.
  
  Consequently, we are unable to dispatch a technician or perform additional warranty or repair work until the matter of the outstanding balance is fully resolved. Our contractual obligations, including any labor warranties , are contingent upon the customer fulfilling their own obligation to pay for services rendered.
  
  Furthermore, we understand that a different service provider has since performed work on the unit. This third-party intervention absolves Frank Gay Services of liability for subsequent performance issues.  Our warranties and service obligations cover materials and workmanship provided by our company only; we cannot be responsible for diagnosing or warranting work performed by another contractor. Therefore, we will not be providing reimbursement for any third-party invoices.
  
  To resolve this matter, the customer must contact the collection agency to settle the outstanding balance. Once they provide us with official documentation confirming the account has been paid in full, we can re-establish the account. At that point, the customer would be welcome to schedule a new service call at our standard rates.

  

  Business Response

  Date: 07/14/2025

  Attached is the invoice showing the unpaid balance. 

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new **** system from Frank Gay Services which was installed in our home on March 1st. The total cost of the system, warranty and install was $22,117.85. The tier we selected was promised to be more energy efficient and therefore Frank Gay guaranteed that we would save at least 40-50% energy usage from our **** system. This guarantee that was made promised that if those savings didn't materialize we would be reimbursed for a portion of the cost of the system. Additionally we were told by Frank Gay that we could seek an energy rebate from our energy company for installing an energy efficient **** system. Despite numerous phone calls to Frank Gay we haven't been able to receive any of the supporting documentation for these guarantees and in fact have never even received an invoice for the total work performed or a copy of the warranty. I called the city this past week because I need the issued permit to get the energy rebate and I was informed by the city that Frank Gay issued an application for permit on February 28th but has yet to pay the permit fee so no permit has been issued. The payment link was also sent to them. I have made numerous calls to the customer service line and I'm always promised a call back or that they will send me what I'm requesting and neither of those 2 things every materialize. It shouldn't be this hard to get documentation on what we purchased and to get a call back to address the issue of the guarantee. It's entirely unprofessional they haven't paid the permit fee when the **** was installed 4 months ago. I don't understand why communication is such a problem when their calls are recorded. The supposed manager that was supposed to call me back on different occasions, never has. I have never received a missed call nor a voicemail and I confirmed my phone number with customer service multiple times.

  

  Business Response

  Date: 07/14/2025

  Frank Gay Services appreciate the customer's feedback. ********************** has been in contact with the customer to resolve any issues.

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are elderly retirees on a limited budget. It was tough for us, but we purchased a whole new system about 7 years ago based off the recommendations of the salesperson. We asked for a really good system, and was sold the system costing about $7,000.00. This was difficult for us financially, but we were promised it would be perfect with at least a 10 year warranty. Knowing we would not be moving, we sacrificed to pay the money. However, I feel like we were taken advantage of, likely because we are elderly. Within the first year or so of the brand-new system, we started noticing problems and that's when the calls to Frank Gay began. We have been calling Frank Gay year after year and have been told over and over again that our system is "dirty" or our thermostat needed to be replaced. We replaced the thermostat 3 times and paid them to "clean" the almost every year. This now seems to have been a scam- and to make matters worse, Frank Gay never registered the warranty with ***** for our whole new system. Every summer our home barely gets below 80 degrees in the summer. It is difficult to be inside. Recently, we had another ********** come out and tell us the compressor and inside coil valve is going bad. The costs to repair the system is $3,500, and we cannot afford this. We just also paid to replace the drain line, which was another $1,200. Frank Gay did not tell us the drain line was broken under our home, which caused the system to keep turning off. The most horrible part, is that if Frank Gay would have registered the system warranty with *****, like they said they would, the repair parts would be covered and the labor would only be $1,500. We were told by Frank Gay the warranty would be 10 years; but, now we learned it was only 5 years and the system is out of warranty. Flushing our system and replacing the thermostat 3 times was just a scam; especially when Frank Gay could have repaired the system correctly within the warranty period.

  

  Business Response

  Date: 07/14/2025

  Frank Gay Services appreciates the customer's feedback. Please allow us ***** hours to review this information. 

  

  Business Response

  Date: 07/14/2025

  After reviewing the account. The address provided last call in was April 2025 for a window AC installation and I see no AC install 7 years ago. The phone number provided has never called in. Does this customer have the correct company and can show an invoice to help us locate the account. 

  Customer Answer

  Date: 07/24/2025

  I never heard anything back from frank gay

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Frank Gay Services for work done on my home on April 28, 2025. That day, I signed up for their family plan $249.00 which allowed for a service inspection on my homes A/C unit (twice a year), plumbing (once a year) and electrical system (once a year). All three inspections were done on April 28, 2025. There was no additional work needed for the plumbing or A/C system, but there were some problems found with the electrical system. The companys electrical technician gave me an estimate of $974.00 for the services to be performed. I agreed to have the estimated work completed. After completion, I was over charged $1,268 for the exact services that were quoted (no additional services were done). I had a lot of work done on the house that day so I really didnt pay attention when I wrote them my check. I have been contacting Frank Gay Services frequently over the past several weeks to obtain a $294 refund. It took 5 weeks for me to speak with a Manager (***** *******) on June 2, 2025 who said that he would put a credit on my account and that I would receive an email within 45 minute of our conversation reflecting that credit. I never receive said email and have tried several times to contact ***** with no return phone call. At this point, I do not want a credit on my account and want a refund instead. I do not wish to work with this company any longer. Any help with this matter would be greatly appreciated.

  

  Business Response

  Date: 07/02/2025

  Frank Gay Services appreciates the customer's feedback. After reviewing the account, the customer was refunded 06/10/2025. This matter is considered resolved. 

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June, ****** A charge for $199 came out of my checking account and was paid to Frank Gay for a membership fee. On 6/3/2025 I contacted Frank Gay asking for my money back, that I did not knowingly sign up for a membership. I was told the refund would happen in the next 7 days. On 6/12/2025 I contacted Frank Gay again to find out where my $199 was. I was told the membership department had system issues and that they would issues it immediately. On 6/19/2025 I contacted Frank Gay again and was told there was no one in the membership department that they had left for the day and was told to follow up in the next 24 to 48 hours

  

  Business Response

  Date: 06/20/2025

  Frank Gay Services values your feedback. We have issued a full refund of $199 for the auto-renewal of your ********* Maintenance Plan. For your convenience and records, please find attached the original agreement where the auto-renewal terms were accepted.

  Customer Answer

  Date: 06/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 6/8/2025 AT 1PM, I CALLED FRANK GAY PLUMBING DUE TO A FAUCET BEING BROKEN OFF THE OUTSIDE OF OUR HOUSE. I WAS TOLD SOMEONE WOULD BE OUT BETWEEN 4PM AND 8PM TO FIX BUT I HAD TO PAY $129 TO EVEN CREATE THE APPOINTMENT. I PAID THE $129 AND WAITED. AT 8:37PM I CALLED FRANK GAY PLUMBING BECAUSE IT WAS WAY PAST THE TIME FRAME I WAS GIVEN. UPON CALLING, I WAS TOLD NO ONE WAS AVAILABLE TO COME OUT ANYMORE AND THEY WONT BE ABLE TO FIX MY PLUMBING ISSUE ANYMORE. HE COULD NOT GIVE A EXPLANATION OF WHY. HE TOLD ME I WOULD GET MY MONEY REFUNDED ON THE NEXT BUSINESS DAY AND THAT A MANAGER WOULD CALL ME. IT IS NOW 11 DAYS LATER (6/18/2025) AND I DONT HAVE MY MONEY BACK YET AND A MANAGER NEVER CALLED ME. THEY ARE TRYING TO KEEP MY MONEY FOR DOING NOTHING. WHEN I CALLED THEM TODAY, REGARDING MY REFUND, I WAS PUT ON HOLD FOR OVER 30 MIN UNTIL I HAD TO HANG UP BECAUSE MY LUNCH WAS OVER. DO NOT USE FRANK GAY SERVICES OF ANY KIND! THEY ARE FRAUDS AND SCAMMERS AND GREEDY.

  

  Business Response

  Date: 07/02/2025

  Frank Gay Services appreciates the customer's feedback. After reviewing he account the refund was already processed on 6/20/2025. This matter is considered resolved.

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $16,000 for a brand new AC unit from Frank Gay and in less than two weeks, weve had to call three times because it keeps failing. Our home keeps climbing to unsafe temperatures, and weve had to cancel plans with PAID PURCHASED event tickets twicenot just because it broke, but because we were given a service window that they didnt stick to both times. Each time, they either pushed it back or never showed within the promised timeframe. They are now attempting to do the same with todays visit of the problem we are still having for a NEW SYSTEM.This was sold to us as a premium system with expert installation. Instead, weve gotten unreliable equipment, repeated breakdowns, and zero respect for our ******* filing a formal complaint with the Better Business Bureau because this isnt just bad service in a time when inflation is insane- its a unacceptable.

  

  Business Response

  Date: 07/02/2025

  Frank Gay Services appreciates the customer's feedback. ********************** replaced the line set and the system is working per manufacturer specs. This matter is considered resolved.