Amanda J.

DO NOT HIRE FRANK GAY!

If there was a way to rate this 0 stars, we would.

This may be long but needs to be out there.

We purchased a family plan which included twice annually toilet maintenance. Scheduled one of these for 6/27/23 as well as having an existing sink faucet replaced with same brand/model as a handle was sticking. Inquired when scheduling if there were any additional parts we needed to purchase for sink as we had the replacement here. Answer was '...no, the technicians have parts on the truck'. Ok...GREAT.

Upon arrival, the technician was surprised, it was his 2nd day alone (not his fault) and intended this to be regular maintenance for the toilet and was surprised with the sink. After shutting the water off, identified there was a part he needed that he did not have on the truck and had to go to the supplier (30 min each way). Came back, started to assemble and advised us, there were parts for the bottom of the faucets that did not come with and we would have to order, we would be without the one sink and they would have to come back...BUT WAIT! We asked in advance if we needed to order anything and advised by the call center, they have all the parts on the truck that would be needed. Inquired if he could call the supplier to see if they had the parts, he did, they did, another 60 min round trip. The sink is put together and now onto the toilet maintenance.

Mind you...as mentioned, there are NO issues with the toilet at this point, flushes fine, fills fine, just a little whistle when it's filling but since we purchased the plan and have 2 annually, we are going to go ahead and use one since they will be here.

Next thing we know the tank is being taken off.?! Technician went to check to see if he had the correct bolt sizes on truck...

All seems to be done after a grueling 5 1/2 hours.

WE turned the sink faucets on prior to technician leaving, no water. He fixed that. Flushed the toilet, it flushes. Again, the process took about 5 1/2 hours.

Fast forward to 2:15am 6/28/23 when I went to the restroom...only to find the toilet room and starting into the main bathroom area COMPLETELY FLOODED! Immediately shut the water off. Water was coming from the bottom of the tank. Spent the middle of the night cleaning this up and contacting Frank Gay back.

We asked for a manager to call us, advised they receive a task and someone would call us back to discuss. NO CALL. Received a call from scheduling about 7am 6/28/23 someone would be out about 8.

Upon arrival, the technician identified differing size bolts used in tank. Repaired. Flushed the toilet 3 times, works, tank not leaking.all seems good.

Fast forward now to 4:00amEST Thurs 6/29/23...Get up, use the restroom. Toilet room 3/4 way flooded! Shut the water off again, begin the clean-up a 2nd time. Did not hear from anyone so called back, advised soonest someone would be out today is 12:00 ish due to a department meeting.

So here we sit after paying OVER $1,000. For routine maintenance and faucet replacement with a bathroom we are unable to use, no call from anyone in management and no idea when someone will show up.

I'm not sure how Frank Gay can be ok with this. It's horrible and expensive. I highly recommend finding someone else. We now will be down 2 full days for something that should have taken at BEST 2 hours. HORRIBLE!