ComplaintsforMilani Plumbing, Heating & Air Conditioning Ltd.

• Initial Complaint

  19/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally called Milani and asked them if they were experienced with geothermal heat pumps and was promised they'd be abled to diagnose and repair the problem. So I picked them over another experienced contractor.On May 21, 2024, Milani sent out a service technician to diagnose the problem with my geothermal heat pump. The technician spent an hour at my home but was unable to determine the root cause of the problem. I was left without AC for over a month.Milani decided to charge me the service fee ($236.25) after confirming that my heat pump is no longer under warranty.I called Milani asking them to reverse the charge as the technician was incompetent and neither diagnosed nor repaired the problem, which broke their promise, and Milani declined the request.I am asking for BBB's help in reversing this charge.

  

  Business response

  17/07/2024

  Milani was unable to resolve due to tech support for *******(Manufacturer of the Heat Pump) being closed. Running diagnostics with tech support is a crucial part of diagnosing errors within a system and the root cause. This also then allows us to check warranty and receive a claim number so Milani can order parts under warranty for the customer.  ********************** offered to return at a discounted rate to attempt contact with the manufacturer again but the customer declined.
  
  ********************** will offer a refund at this time as a customer service gesture to resolve the customers concerns.
  
  *********************
  *********************************************, ********************** & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer response

  17/07/2024

   
  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

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Horrible service. On Jan 8 and 11, 2024, I paid $1910.65 (****** + *******) in total for them to change my furnace/AC blower motor in winter. After less than six months, when summer came, I tried to use AC, but the blower was not starting. I called in a technician from them on May 14, 2024 to check their work, they insisted I had to pay for it. So the second Milani technician came and spent one and half hours and totally had no clue about why the motor was not starting! but he ruthlessly charged me $340.48! He GUESSED it was the thermostat gong bad, I said please test with yours, he said he did not carry one, then left. Before left, he said I could complain to Milani so I could get some refund, he realized he did a crappy job! I called in another contractor(not Milani!), it turned out the first Milani technician wiring it wrong and second technician did not get it! The new contractor got it fixed in 5 minutes!

  

  Business response

  27/06/2024

  Milani has worked with the customer to come to an amicable resolution.
  
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer response

  30/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am not 100% satisfied because they didn't refund the third bill from another contractor which fixed the issue, but I am willing to close this case to just avoid the hustle. I will not deal with Milani again.
  
  Sincerely,
  
  Chao ****

• Initial Complaint

  24/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked Milani Plumbing to ***** my furnace as it had stopped working earlier this year. They came out and we were advised that a new furnace would be needed. My home is a 2011 build so I was ok with that. I entrusted Milani with that job. They came to install a week or so later, during the installation the service man came upstairs and told me that my ** lines have 50psi and they need to be at ********************************************************************************** my home 2 ******* ago with a brand new unit outside and new copper lines, and I have had zero issues with my ** only my furnace needs attention. He said there must be a leak and that I will need to have it tested. Trusting professional opinion I said ok and they finished the furnace install which cost me $8000+. To install the furnace they completely disconnected and removed my ** coil and cut the copper lines and left it like that, I was told to book a test. I was charged $275 (which I fought & was waived) for a service man to come and tell me in 5 mins either spend $1,400 to test it or spend $8-9k and change the whole system, something they could have easily told me over the phone but they tried to get a service charge out of me.. I decided to have a second opinion and the other company assessed the situation and said there was no reason to have the coil detached and lines cut when they can simply brace the coil and slide the new furnace underneath. I looked online and thats common practice. Milani rather hacked up my ** and are blaming a brand new unit as faulty. I spoke to ************** at Milani and she refused to help, I asked to please fix my ** to how it was and she said her notes say I had zero psi so they wont do anything, my ** was new and worked, Milani touched it and now look. I asked for escalation above her and she said shes the top person and they will not do anything for me. Right now I have no options but spend more money, I have young kids and no **. I feel cheated !

  Customer response

  28/05/2024

  I would like my AC unit repaired to working order as they were asked to only fix my furnace and had no reason to dismantle my AC 

  Customer response

  28/05/2024

  I would like my AC unit repaired to working order as they were asked to only fix my furnace and had no reason to dismantle my AC 

  

  Business response

  17/06/2024

  One February 21st when the Milani installer arrived on site to install the Furnace, they discovered the existing ** had no refrigerant in the system. Customer was notified of this and showed prior to the installer proceeding, when refrigerant is low it usually means there is a leak and the only way to determine if there is or isnt one is to do a leak test. On March 18th a service technician went out to do a leak investigation and had advised how long and how much this could cost, tech was ensuring customer was informed of the extent of work surrounding a leak investigation. The customer declined for the tech to proceed and disputed this service call of $236.25 as they felt it was not a useful service, Milani agreed to remove the cost of $236.25 and it was refunded to the customer since we did not do the leak investigation.
  
  Months later on May 22nd the customer comes back wanting his ** fixed, ********************** reached out and explained that they were advised on two previous dates what the options were. Milani offered the customer to re-connect the coil as that is what they requested, which they declined due to the fact that Milani explained they cannot charge system unless a leak test is done which they declined previously. The reason a leak test needs to be done is to ensure no refrigerant will be lost, BC has guidelines around this due to the impact refrigerant has on the environment.
  
  Customer has declined for us to re-connect the system, declined to pay for a leak investigation on the system and declined to give information regarding the ** system that they claim Milani is responsible for.
  
  Customer has advised in an e-mail they have had another company fix the system and state there were no leaks. This proves nothing as Milani never advised there was a leak they advised they need to investigate for leaks prior to charging the system as those are the rules. Milani has explained at length how they can assist and all options were declined, there is no further options that can be offered.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  p: **************
  w: www.milani.ca

  Customer response

  18/06/2024

   
  Complaint: 21754837
  
  I am rejecting this response because:

  When the tech came to replace our furnace he advised me that our ** lines currently have 50 Psi and that generally it should be in range of 120 psi. How would they know the pressure of the ** when they are here for a furnace replacement? (separate system). He said the next time I turn my ** on it will not perform optimally, now Milani are saying it had zero psi Id like an explanation as to why the ** lines were disconnected to begin with as that was an unnecessary action for a furnace replacement job.
  

  I researched furnace replacement and there is absolutely no reason for ** lines to be disconnected as again, they are completely separate systems. My ** was virtually brand new (compressor unit outside and lines installed in 2022 summer) and have worked perfect. Milani stated that the ** must be disconnected fully in order to repair the furnace and I have contested that. In Milanis statement they said I reached out months later that is because firstly they kept rescheduling the tech visit and then when I was surprised with the immense cost I had to wait to try and build up funds before I was able to commit to anything.

  Now I had a different company come and ***** the situation and they stated there was no reason for the copper lines to be cut and when they did the repair they tested the system and said there was no leak at all. In fact they stated that the compressor still had gas in the unit which contradicts Milanis zero pressure statement. I personally feel that the ** was tampered with so they could upsell me a new unit. When their tech came they said the test alone would cost me approx $1,500 and then Id have to pay another approx $1,000 to refill gas + whatever repair was needed. I was advised to rather just purchase a complete new system from coil to compressor and was left with a quote of $6-8k. 
  

  I have had to pay thousands to repaire a perfectly good and virtually brand new **, I am left feeling taken advantage of and lied to. We are an average family with two small children, we dont have excess funds to pay for unnecessary repaires. I am disappointed beyond belief by this experience and I fear that many others have been put in the same position I have. 

  
  Sincerely,
  
  *********************

  

  Business response

  24/06/2024

  Milani has asked for the details of the existing AC and documentation pertaining to the claims of cost to them for repairs and have not received to date. There is nothing further Milani can do to assist as we did not install the system and it was not functioning upon our arrival February 21st 2024.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer response

  25/06/2024

   
  Complaint: 21754837
  
  I am rejecting this response because:

  I have not received an explanation as to why my ** was disconnected to begin with. Milani continues to say the ** was not in working order upon their arrival however my ask is simple. Please explain why my ** was disconnected and why/how was it tested to show zero refrigerant? 
  

  What is the purpose of this action? The furnace replacement was the job order, nowhere was I informed, asked or advised that the ** lines will be cut in order to change the furnace, which again is a separate unit. I would like a response to this as I have easily been able to find resources showing that a furnace instal does not require any disconnection of the ** unit. If the job can be done without messing with the ** then why was it done that way? 
  
  Sincerely,
  
  *********************

• Initial Complaint

  16/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Milani Plumbing *************************** in *************** for their products, installing mini split and tank-less water tank. The first time the electrician was ******* to get the job done, because maybe choosing the easy way save effort. Later, my husband find out it was the wrong wire which will overload the power, and cause fire hazard. We called to have them come back and do a professional and proper craftsman job, but the same electrician come back with a bad work ethic. The result is the work failed the inspection and leave the job that's done unprofessionally and terribly. We had tried to call Milani plumbing ************************* at least four times, but either a no show in the appointment date(the first re-appointment) or totally ignore to fix the unprofessional work that was failed inspection. File a BC **************** claim was also suggested.

  

  Business response

  04/06/2024

  The failed inspection was for the route in which the wire was ran, on May 22nd Milani sent an electrician out to re-run through a different path. City inspection happened on June 3rd and has passed with no further objections.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

• Initial Complaint

  15/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our air conditioner stopped working and we booked Milani to come out on May 13, 2024. I was told on the phone that the first hour would be $225 plus the cost of potential parts needed for the repair and $69/hour thereafter. I was asked to provide a credit card number to secure the reservation. The technician came and the diagnostic took about 20 min and the part needed was a $19 capacitor. The technician said he did not have the part on him, but would call their call centre to source out the part. He then excused himself and went out to his truck and came back in 40 min later to say that he was going to ******* to pick up the part. This was the first hour of service. He then left for 2 hours and we thought he went to take his lunch as the drive to ******* is only a 20 min drive. He came back two hours later and told us that the office made a mistake and sent him to the wrong place to pick up the part. He only found out when he got to *******. He was then told to drive to ******* and from ******* he then drove back to our home. The replacement of the part took about 15 min. When he calculated the total for parts ($19.46) and labour, we were billed 4 hours of service (1st hour at $225; 2 hours travel time for $138 @$69/hr; 1 hour installation for $69) At a total of $536.09. We were not aware that travel time for part pick up was going to be billed as well, let alone the additional time caused by the company's mistake. We were told we could call and speak to the manager and we would not be billed until we had the discussion and not until we sign off on the invoice. I called Milani right away on May 13th, 2024. Spoke to **** who asked me to email the invoice for the manager to review and that I would get a call back. The next day, no one called but Milani went ahead and charged our **** for $536.09 without us signing off to authorize. We are currently requesting for a bill adjustment to refund the travel portion as well as overbilling of a 30min diagnostic and repair.

  

  Business response

  07/06/2024

  Milani is currently in communication with customer to reach a resolution. Customer is disputing that they were charged travel time and stating they were billed for 4 hours, this is not the case as the labour total on the invoice is $462.00 pre tax which is the cost of 2.5 hours. Milani has explained that the labour was charged at a rate of $225.00 for the first hour and $79.00 for each additional 30 minutes, which was quoted at the time the booking was created on May 11th 2024.
  
  Milani has confirmed the technicians time spent on site was 2 hours and 38 minutes meaning the customer was only billed for the time on site and was not billed for any of the travel to get the part.
  
  There was a math error on the invoice pertaining to the tax which I have corrected and e-mailed the customer the revised breakdown showing that Milani owes $29.19 to them.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  p: **************
  w: www.milani.ca

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,We experienced a flood at our house on April 29th, 2024, around 10 am, resulting in the shut-off of the city water valve. We contacted Milani Plumbing company to visit and provide us with an estimate to fix it on April 29th. They sent a plumber with the role of a diagnostician. He suggested that the water main line should be replaced. I expressed concern, stating that our house was fully renovated from bottom to roof with all new pipes. I asked if it was necessary to replace the water main line. He responded affirmatively, citing several technical reasons and assured us that they would use a Trenchless machine for installation of the new water main pipe without damaging our house. Then he provided me with an estimate for $3,675. On April 30th, I called and asked them to fix the water problem. Milani asked my credit card number to pay half of their estimate as a deposit. Then they sent a plumber, *********, with an assistant to my house on May 1st around 9:30 am. He started breaking drywall and tiles inside the house first, then dug a hole inside the house. Then he dug another hole outside around the city water shut-off. Following that, he dug another hole in front of the building close to the entrance door. After digging 3rd hole, they informed me that there was a coupling pipe inside the ground in front of the building that had become loose and was the cause of the water flow. Then they began to install the new main pipe on the ground with a Trenchless. ********* called me at 2:50 pm and said that his boss asked me to accept an extra $2,000 charge because of an extra work day. I objected, stating that according to the estimate, I was not responsible for their hours of work. I called Milani company's front desk and explained that their team started their work at 9:30 am there was no time limitation for the scope of the work based on their estimate. They refused my reasons and said that when the work takes more than one day, the customer should pay extra for more than one day's work, and it's the same as trenching or rerouting. I sent an official email to Milani on May 1st night and explained that their estimate stipulated that any additional charges would only apply if trenching or rerouting was required. They responded, "connecting the new line to the inside from outside the foundation does require partial re-routing." I replied to them by another email on May 2nd and tried to draw their attention to the fact that there was no mention of rerouting during our discussions the day before with their team members. Therefore, it is puzzling to now hear that rerouting is being cited as the justification for the extra charge, which appears to be a revision of the original explanation. They replied to me on May 3rd and said "we have decided to proceed with closing the job and charging the balance of 50% due." However, they charged my credit card for the second time without having authorization for the full rest of the amount. With attention to the above introduction, these are the claim items for your consideration and investigation.1- Damage to the house because of the wrong diagnostic. It was necessary just to repair not replacing the main line. Unprofessional work cuse of the damages to the drywall, breaking the tiles, and digging two additional holes inside and outside the house.2- Based on their estimate, the new main line should installed at a depth of 5 feet, but they installed it at a depth of two feet. 3- Unlike their email on May 3rd, they charged me the full balance due not 50% of due".4- They didn't send me invoice.5-They leave the place with lots of dust/pollution and three holes that could be cause of dangeours and hazards for my family and other people.They give people an estimate below the market, then they put people in a corner for extra charges. I am looking to receive a full refund. Please consider my claim as an emergency and help me for justice. Thank you.

  

  Business response

  30/05/2024

  Milani was upfront from the beginning that there could be additional costs, with Milanis many years of experience we know unforeseen situations can arise and explaining that to the customer beforehand so they are prepared is important to Milani. The quote for replacement given was for trenchless and on the quote, it states that if trenching or re-routing are required an additional cost of $3,842.00 + tax will be added. During the project it was determined that some trenching and re-routing would be necessary for the last section of the line to enter the home, due to it being not the full line Milani reduced the additional cost to $2,000.00 to correctly reflect the additional work needed. The customer declined the additional work, at this time nothing further can be done until an agreement is met for the costs of the additional work as stated on the quote given prior to the install.
  
  
  1 The customer refused to pay for a technician to come out and diagnose anything and was only willing to except a free estimate, which was explained to them beforehand that it would be an estimator not a technician and would only give a price for full replacement no repair diagnosis. This is documented both in the original booking of the estimate and through e-mail after the quote was given and additional service was offered at a cost.
  
  2 The depth on the quote says approximate, this was a trenchless replacement meaning it replaces the exact location of the existing line so the new line is at the depth of the previous line.
  
  3 Milani advised in the e-mail that because the work was complete per quote BC099167 the remaining 50% balance would be charged, Milani did not say 50% of the remaining balance.
  
  4 The invoice was sent May 13th and again on May 16th per customer request.
  
  5 The holes are there because the customer still needs to have the remaining section of the water line re-routed into the home in a permanent capacity, currently it is done as a temporary way to provide them with water.
  

   

  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer response

  07/06/2024

   
  Complaint: 21692574
  
  I am rejecting this response because:

  Dear BBB,
  
  Thank you for holding Milani Company accountable. Below is a detailed summary of my PDF  complaint that I have sent you:
  
      1-Unnecessary Damage and Mismanagement:
      On May 1st, Milani sent a young plumber, *********, and his assistant to investigate a water leak at my house. They identified the leak source outside the house early on but proceeded to dig multiple unnecessary holes both inside and outside the house, causing significant damage to drywall, tile, and asphalt (see attached pictures). They dug holes inside around the main water valve, outside around the city shut-off valve, and near the entrance door, before finally identifying the leak at a loose coupling pipe outside the house. Despite finding the leaks source early, they did not start the repair there and instead began installing a new main pipe using a trenchless machine.
  
     2- Unjustified Extra Charges:
      Milani demanded an additional $2,000 for the job, changing their justification multiple times. Initially, the plumber claimed it was for an additional workday. When I called their office, the manager **** insisted it was necessary due to labor involved for one more day. Later, Milani's customer service cited unforeseen circumstances requiring partial rerouting, and finally, they mentioned additional labor and materials. No rerouting was necessary, as confirmed by HighMark Plumbing, who fixed the water main line following the same path as before (HighMark invoice attached). Milanis shifting explanations for the extra charge suggest they were unjustly trying to extract more money.
  
      3- False Damage Claims:
      In their response, Milani falsely claimed they caused no damage to my house and only excavated outside as necessary. However, HighMark Plumbings report confirmed that the hole inside the house was already opened by Milani (HighMark report attached). This shows Milanis dishonesty about the damage they caused.
  
      4- Misleading Information and Unqualified Staff:
      Milanis initial visit on April 29th was conducted by ***************, who provided a diagnostic and an estimate. Milani now claims he was not a licensed technician and that only estimators, not technicians, would give estimates. If *************** was unqualified, he should not have been sent to diagnose the problem. On May 1st, I requested that plumber ********* check if the main line replacement was necessary, but their diagnosis was incorrect from the start.
  
      5- Unauthorized Charges:
      After leaving my house on May 1st, Milani charged my credit card $1,837.50 on May 3rd without my authorization. Their policy is to take a 50% deposit, 40% as the job progresses, and 10% upon completion. However, since they only worked for five and a half hours and left without completing the job, the charge was unauthorized and unjustified.
  
      6- Delayed and Incorrect Invoice:
      Milani delayed sending an invoice until May 13th, after I filed a complaint with BBB on May 10th. The invoice lacked a date of issue, falsely claimed the work was completed, and showed a 10% discount that I never received. When I pointed out these issues, Milani updated the invoice but still ignored my request for a proper diagnosis and clarification. They also failed to address my recommendation to send an experienced plumber to reassess the situation.
  
  In conclusion, Milanis actions were unprofessional, causing significant inconvenience, damage, and additional costs. I am seeking a fair resolution to this matter.
  
  Thank you for your attention,
  ***********************
  

• Initial Complaint

  26/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint is about corporate culture and conflict resolution.My wife was insulted and we insisted they make good by redoing the job, it was an easy and simple job, and they proceeded to claim we were at fault and that she didnt know what she was talking about.As you can see by the photo, on the outside of the drain there is dirt. This was not there before. The technician got the area dirty and applied silicone around it.We are not complaining about the rust, that has been there and *** or the issue. It is the black dirt around the drain that was left over after the job was finished.I just want this to be redone properly.

  Customer response

  26/04/2024

  April 24 - a Milani technician came to see our bathtub drain and fix it. He put clear silicone around the drain and left.

  my Wife ****** noticed that around the metal drain, on the white part of the tub, there was dirt and debris. This was not there before. This was left over from inspecting the drain. The technician did not clean it properly and applied silicone on top of it. See original photo attached to this file.

   

  April 26 - my wife spoke with Milani, specifically ***************************, and expressed her concern. She was met with resistance and comments that it was not what she was saying and it was only rust. Yes there is rust on the metal drain, but this is not what we are talking about or concerned about. ***** proceeded to tell her that she was wrong and the technicians inspected the photo and said it was not their problem because it was *****. Again, they are missing the issue. My wife explained there is dirt around the drain that is under the clear silicone and they continue to try and convince her this is not the case. After an upsetting phone call, ****** called me to tell me what happened.

   

  I called Milani and spoke with ***** again, and she insisted with the same statements. They are not there in person and cannot accurately suggest Krysta is wrong, which if anyone looks at the photo can see it is clearly dirt. ***** then offered a discount of $25, which I accepted, but after 5 minutes called to tell her that I would like the job redone and this was not about the money, she was unavailable and never called me back.

  I know it is a small issue, but it is the principle of the situation that the staff at Milani tried to convince my wife she was making things up and it was not what it seemed. They kept stating the senior technician analyzed it and advised it was rust etc etc, with no basis or merit, their perception of the photo is inaccurate. This is inappropriate and irresponsible of a company as large as Milani. I would like this to be rectified by redoing the job properly.

  

  Business response

  21/05/2024

  Milani was called out for a leaky tub drain, when the tech arrived he found an older rusted leaky drain and recommended to replace it. The customer declined the recommendation so the technicians only option was to silicone the existing drain in place in hopes to stop the leak. Because this was not the recommended action and clearly the drain is deteriorating, there is no guarantee on this repair. Adding silicone to a drain that is rusted and has debris existing in and around it means that the silicone may not be as clean as if a new drain was installed or even a drain in good condition. The service was completed at a promotional rate of $175.00 to start with which was $50.00 less then original cost and Milani offered an additional $25.00 as a customer service gesture, the cost of the service ended up being $150.00 + GST. At this time Milani has no further discounts nor is able to re-do the work unless the customer wishes to proceed with the recommended work which was offered and stated on the invoice.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer response

  23/05/2024

   
  Complaint: 21632018
  
  I am rejecting this response because:

  ****** simply repeated what happened, she did not offer a response to my comment. My concerns were not addressed.

  the job recommended is a big physical and financial undertaking that requires longer consideration by us. The temporary silicone job is what we preferred at this time.

  However:

  1) The silicone job performed by Milani was inadequate and incomplete.

  2) Also the way they spoke to my wife on the phone was inappropriate which lead to this report.

   

  I requested IDEALLY, to send another individual to remove the silicone, wipe of any dust or debris, and then reapply the silicone. As how it should have been done from the beginning.

  i dont care about the reduction in price, that is not the point. You can give me a full refund, the drain will still look the same.

  
  Sincerely,
  
  *****************************

  

  Business response

  04/06/2024

  Milani offered discounts which were initially accepted by the customer. ********************** has no further offers beyond what was already given and applied.
  

  Customer response

  04/06/2024

   
  Complaint: 21632018
  
  I am rejecting this response because:

   

  I did not verbally accept the discount. Milani just assumed this was the case because it was the only option they offered.

   

  I dont want a discount I want the job done right.

  Please send someone to redo the silicone job.

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  22/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had Milani install a brand new heat pump that we purchased through them in December of 2023 . Following the install the unit was not pumping heat so we reached back out. They came back and found that the unit was not installed correctly or there was some faulty parts. They fixed the issue but we still were unable to control our heating. A tech came back again and we found that they did not install the thermostat. Since both of those issues we have still had challenges with controlling heat and loud buzzing noise coming out of the unit. A tech came back a third time and confirmed that there was issues with the placement of the unit as well as a leak. He told us they would get back about a day to do the work. We've been calling and emailing the manager ***** at this location for over a month and he has completely ignored us. I filed a complaint with head office and they sent a tech out today. At the beginning of the visit he said that there was a leak that they would need to fix and by the time he left he said that everything was okay with the unit and he didn't see the need to bring anyone in but they would have someone come and take an additional look. Someone has been back five to six times now over a 3-month span. At this point we are requesting compensation or a complete replacement of the unit.

  

  Business response

  03/04/2024

  Milani has addressed all issues related to the Heat Pump install and has confirmed with the customer the unit is working and there are no further issues with controlling the heat. Regarding the noise we have sent installers and senior techs out to confirm there are no air leaks on the install and have explained the noise is air moving through the ducts, not escaping. As they have a heat pump now the air flow is different then with a furnace, they can choose to reach out to a sheet metal company to make modifications to alleviate the sounds.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer response

  04/04/2024

   
  Complaint: 21472831
  
  I am rejecting this response because:

   

  Although ****** is confirming that there is nothing wrong with unit, both of the last techs verbally told my husband and I that there was an issue that needed to be patched. I think 3 months of lack of communication and poor customer service also warrants some type of compensation. I asked that if I get a second opinion from another company and they confirm and fix the error that Milani pay for the repairs. 
  
  Sincerely,
  
  ***********************

  

  Business response

  18/04/2024

  Milani has advised if the customer wishes to reduce air flow noise they can hire a sheet metal company to modify their existing ducts. If the customer does hire another company to modify the ducts to alleviate noise that is up to them but Milani will not cover this cost as it was not part of the scope of work that was quoted and completed by Milani.
  
  Regards,
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

• Initial Complaint

  20/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see attached invoice. The original quote I had included removal of the old boiler. When the new boiler install service was completed, I was told to call Milani next time for the pick up as they did not have room on their truck. I called several times throughout the next few weeks in January/February, and they keep saying they are too busy to remove the old boiler, and to call again next time. I had to get the old boiler removed by another party (for a charge). I already paid the invoice in full after the service. I sent an email on March 17 to request a refund of the boiler removal portion of the invoice (as it was not itemized), but no response. I am seeking a partial refund of the full invoice, in the amount of the cost to remove the old boiler. Thank you, ******

  

  Business response

  26/03/2024

  We have spoken with the customer and the boiler had not been removed by another company yet, Milani has picked up the boiler and rectified the situation.
  
  Regards,
  
  Nicole ****
  Milani Plumbing, Heating & Air Conditioning
  
  ** ***** ******** ** *************

  Customer response

  26/03/2024

  
  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

  28/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Boiler repair issue unresolved despite multiple visits and charges Unresponsive customer service despite the urgent situation ie no heat or hot water for one month November 15 -December 15 (see details in uploaded document)Billing adjustment required

  

  Business response

  05/04/2024

  I have looked through the file and based on the dates of visits and time line the first visit was Nov 20th and the last visit was Dec 12th.
  
  The issues with communication were a large part due to the fact there were three different people giving us different answers regarding approving parts to be ordered, none of these people were ***** as they were out of the country and we were not able to communicate with them. This was the same when trying to resolve the bill, none of them were able to make decisions about the bill and again we were unable to speak with *****.
  
  As the customer disputed the bill and has since received that back from their credit card provider. We are currently seeking payment and are willing to discuss a reduction, we believe the parts that were installed and still within the system need to be paid for.
  
  Regards,
  
  *********************
  

  Milani Plumbing, Heating & Air Conditioning
  p: **************
  w: www.milani.ca

  Customer response

  06/04/2024

   
  Complaint: 21360985
  
  I am rejecting this response because:

  I think we - the client - 'could not be contacted' was just an excuse from Milani. The boiler was never fixed by the Company. The parts installed and ordered by Milani were not the solution to the boiler problem. I have read clients feedback on ****** about Milani - the services were equally appalling. 

  I would be available to meet with BBB officials and/or Milani representative to further discuss the next step. i think the community at large should be aware of the unacceptable/unprofessional service level provided by Milani. 
  
  Sincerely,
  
  *********************

  

  Business response

  18/04/2024

  The communication issue is not an excuse there are phone records to show the numerous times Milani attempted to call all contacts on the file, this service was booked by one of those contacts but every time Milani called with updates or needed decisions to be made they would have to reach out to ***** who was in *********. Milani attempted to negotiate afterwards and offer a customer service discount but again had to go through ***** overseas before decisions could be made.
  
  Current status is the customer has received a full refund from ********************** for the Dec 12th invoice in the amount of $1,045.10 through their credit card provider. Currently Milani is seeking payment and willing to reduce the invoice from Dec 12th to the amount of $425.60. This amount covers the cost of the parts that are within the customers Boiler still, without which the Boiler would not function.
  
  Regards,
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer response

  06/05/2024

   
  Complaint: 21360985
  
  I am rejecting this response because:

  The last response from Milani was that I would be charged for the parts installed in my boiler and the labour cost would be waived. In my first complaint letter to BBB earlier, the following issues have not been addressed:
   . There was a calculation error in the first invoice - $245 for initial inspection plus two half hours of $89/hour. It should be $245 + 89 = $334 instead of $245 + 89 * 2 = $423 before tax. The technician said there would be no charge for the second visit as it was a recall. We were still invoiced for $236.25 for inspection.
  I have not got a response from Milani on the above. 
  
  Sincerely,
  
  *********************

*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. ↩