ComplaintsforTR Miller Heating, Cooling & Plumbing

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came out on 4/15/2024 and said I had a crack in my heat exchanger. They said they ?? stood by their diagnosis and if they were wrong they would replace the furnace. I had 3 other companies come out and paid for their diagnostic test. All 3 companies said there was no crack. Called TR miller back to cancel my monthly subscription of $20. They refused to cancel unless I spoke with a manager. I called 5 different times and all five times no manager was available. They wont let me cancel. I posted a review on ****** and yelp and within 30 minutes I get a call from a manager. This company is not ethical.

  

  Business response

  06/13/2024

  Our team was able to speak with the customer, and agreed to cancel the monthly subscription, as well as refund payments made since the request to cancel the membership. We also offered to have another technician come out and confirm the diagnosis at no charge which was declined at this time. If at any time they would like another opinion from a member of our team on the condition of their furnace, we would be happy to help at no charge. Please let us know if we can help in any other way.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 2/5/24 I contacted TR Miller about a rattling noise my furnace had been making for about a week. They came out same day to inspect and said we had issues with the heat exchanger but tried to sell me a new inducer motor and deep clean instead. The tech on this day informed me that the furnace fan was filthy and has not been properly cared for and the cracks in the exchanger were missed during my 9/1/23 inspection. I have consistently used TR Miller for my bi-annual HVAC inspections so the lack of care would fall back on them. The best the tech could offer me was that " **** no longer works for us" This tech also suggested replacing the whole furnace and had a salesman come out for a quote later that same day. This inspection cost was $79.00 which I have attached proof of payment on my credit card, but I yet to receive invoice and inspection details via email. The salesman came out that evening and gave us a quote that I have attached. The 4" filter I have was installed in 2021, but the salesman would not take anything off the quote and insisted they would have to put in a new one. He also said we would have to basically gut our current furnace setup and reroute pipes, etc. I always get multiple quotes for major home repairs and have learned that TR Miller was insisting I replace equipment that was not necessary and essentially trying to over sell and rip me off. That day I had requested a call from a supervisor to go over all of this, but no one ever reached out to me. I then got a call from **** trying to offer me a better deal on the new equipment sale but not to resolve my issue. To resolve the issues I am looking for a full refund for the 2 visits $66 and $79 totaling $145.00.

  

  Business response

  02/14/2024

  Hello, thank you for the feedback and sharing the information. Our team members ***** and ***** have left you a couple phone messages trying to get in touch. I'm sorry we weren't able to connect and that you were dissatisfied with your service. We have refunded the two visits, and I have attached proof on the invoices and the total refund of $145.00. The refund will show up on your credit card within a few days. If you have any questions please reach out to our office or ***** and *****. Thank you.

  Customer response

  02/14/2024

   
  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 **** have been playing phone tag with ***** and *****. I appreciate the calls and the full refund of ****** and taking care of this. No further actions are needed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TR Miller installed a furnace in our rented home in Nov 2021. On Feb 3, 2023 the furnace stopped working. It was below zero outside, so having no heat was an emergency. Their website clearly states that they have 24 hr emergency service, but when I called 5 times, their answering service employees said that I can only get a technician to come repair the furnace during regular business hours. I am sending you a photo of their website home page to verify that they are fraudulent in their advertising

  

  Business response

  02/14/2023

  Hello, I believe someone from our management team has reached out as well to further discuss this. Our website advertises emergency services, and our policy is to get to them within 24 hours, not necessarily 24/7. While our website doesn't explicitly state that we are open and have technicians out 24/7, we can see that the imagery on the website could give someone that impression. We're in the process of updating our website, and will be re-doing that wording to make that more clear in the future. We do want to make sure you are satisfied with your service, and if you still had concerns please don't hesitate to reach out and we will help promptly.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted TR Miller to evaluate my furnace because it stopped working. They sent ***** out to look it over and give me an estimate of repair. They said it needed to be replaced and we discussed price and options. I was in ******* at the time and my mother in law was at my house with the rep ******** We agreed that the furnace would be replace along with the built in humidifier, but not the thermostat. When I came home I found the original humidifier still on the furnace. I took notes when we were discussing the replacement options and I wrote down they would replace the humidifier. My mother in law also remembers ***** saying this. ***** says he didn't remember saying he would replace the humidifier but the best he can do is install one at half off. It isn't acceptable business practice to tell someone what they will do then not deliver. I had to reach out to TR Miller 5 times because they kept telling me they would call back and never did. This feels very shady and this company should be held accountable.

  

  Business response

  02/01/2023

  Upon reviewing the estimate and invoice, it looks like a humidifier install wasn't on the signed document to approve performed work. However, ************** could have miscommunicated this while in the home. We've spoken with the customer and will be returning to their home tomorrow to install a new humidifier at no charge.

  Customer response

  02/03/2023

   
  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,
  
  *********************

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