ComplaintsforMilestone Electric, A/C, & Plumbing

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Get estimates before you work w/them. I should have, but went by the ****************************** status. I recently spent over $90,000 on Electrical, ******************************* I'm not happy w/my electrical or plumbing work. HVAC's a concern. My electrical fuses keep blowing. I called & a warranty guy come out. He checked it & said it was fine & if I call again, it will cost $99 to have someone back out. Yesterday HVAC was here completing an insulation job. A completely different fuse blew. I told ******** to put it in the notes. Today, it went out again in the ** room. Only the ** was on. ****** came out & did the initial plumbing diagnosis. He didn't complete the ********* in the notes as caught by a Milestone employee- he checked & said I have a leak in backyard faucet (that was never checked off on form). I reported the issue to ****** in March. He came out & said it was a bad bib *********** me an estimate to fix saying it wasn't there when they did the pressure test. After I told him Id be writing a review, he said they would fix it for free & that management would like to talk to me. I agreed. On April 8, I contacted ****** again because I was never contacted by management. He said they would call me. It is June 6 & I still haven't heard from management & the issue isn't fixed. When ****** was doing the initial evaluation, I asked him to check the cleanout on the patio. He said he would if he could get to it. I moved anything in the way so he could get to it. He found a leak. Would he have found it if I hadnt mentioned it? He also had a crew work over the weekend to get my job done quicker. He said I could use water. Workers told me no.****** also came to check. I told him the shower was spewing water everywhere. He said that wasn't their fault, but he fixed it at no charge. We have not been able to get the shower turned on since then. Still out on HVAC. I had an old unit replaced & insulation added. So far, my old unit kept the house as cool as this new unit.

  

  Business response

  06/24/2024

  In receiving ******************** complaint, each of our departments (HVAC, Electrical, and Plumbing) contacted her to address each of her concerns mentioned and ensure she is fully cared for.
  
  Regarding plumbing, following ******************** February install, our team went back out to her home to find her backyard flooded. Plumbing management approved performing a hydrostatic test to help locate the leak for free. Once our technician found the leak, he contacted management and was approved to resolve the leak for free as well, as she has done a lot of work with us. Regarding the lack of follow up from management, there was a misunderstanding as the conversation was over text, and our technician did not realize ***************** was under the impression we would be calling back, so he did not make management aware of this. Our plumbing management team is deeply sorry for this, and has spoken with her to ensure she is now cared for.
  
  Our electrical department went back out to ******************** home and have ensured each of the concerns mentioned are resolved, and did some additional work as well. This includes replacing 5 outlets, three 3-way switches, ran a new circuit to disposal and a new circuit for kitchen.
  
  Our HVAC department also returned to her home and performed work until confirming a complete resolution of all quality related concerns. Additional work done includes installing capacitor under warranty, installing a custom air return grill, and cutting drywall and trim for the new return grill's appearance.
  
  Each department has confirmed full resolution for her concerns provided, while also going above and beyond to provide the additional assistance for complete satisfaction. Due to the additional work provided totaling up to over $10k, we do not believe a billing adjustment is appropriate.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April Milestone sent a technician to our house to address a problem with low flow in our water lines and pressure drops. The technician found the problem beyond his capacity and decided to escalate the problem. We had told the staff to please send an experienced plumber but they sent a technician with only three years of experience to address a complex problem. The problem was escalated to plumber with no experience in resolving the problem and his trainee assistance. The plumber said were here to fix the problem and our work is guranteed for five years etc. The plumber listened to the problem and admitted he was completely unfamilar with the said problem. He then asked to look around the house. He spent two hours chatting on the phone with someone and opened a hosebib to do a pressure reading and then had his companion open a faucet. He realized a problem exsisted and then said that he would want to test further for upto $3500 we were quite overwhelmed and then he was going to charge more to fix the problem. Then he had his traineed proceed to charge us over $600 to do what he did - yes! And then presented it that if we did not pay, then were not going to help us. Forced to pay, my sister then called the company and discovered they are required to disclose if they are going to charge beyond their trip fee. My sister got back the money but we still paid for the trip fee and $200 (the first visit was not charged a trip fee) but we were out $300 and no idea what was causing our problem.This company is overrated and the plumbers horribly inexperienced and they misrepresent themselves as capable of fixing a problem just to sell you the idea that they can fix a problem when they cannot. And then they will charge you exhorbatant fees - they will railroad you into selling you the idea they are the only people who can help you.

  

  Business response

  05/09/2024

  I spoke with ************ and confirmed that she spoke with our Plumbing manager yesterday and this situation was resolved and she has been fully refunded, as our technicians should always disclose pricing upfront with the customer before any work/charges after the trip charge. She had sent this complaint in before speaking with our managers and coming to this resolution. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid my Milestone Mastercard on March 30th and April 1st. I was traveling and only wanted to use this card for gas and meals. The company decided to hold one transaction for 14 days and the first one went right through. No phone calls, communication, or anything. I went to use the card and even though I would/should have a credit limit available, my card was declined until the 16th of April, the day after my next payment was due. They assumed the next payment was not good.

  

  Business response

  04/09/2024

  Good morning, 

  I believe this customer might have us confused with another company of a similar name. We are Milestone Home Services (Air conditioning, Plumbing, Electrical) based in the Dallas/Ft ***** area in *****. We do not have any association with credit cards/banking, and our service area is only within this area of *****. Please let me know if there is anything further I might be able to assist with!

  

  Business response

  04/09/2024

  Hello, 

  Wondering if, once this is resolved, we could get this complaint removed from our account since it is not related to our company at all? Thank you, as always, for your assistance!

   

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid about 20g to have my home repiped, less than 1 year due to their work I had a pipe leaking. They told me they would have a plumber come out and fix it free of charge however after a 5 minute fix I was forced to pay $99. I was also told they would not warranty the repair so if it breaks again I will have to hire another company to fix it properly

  

  Business response

  02/20/2024

  Our Plumbing management team confirmed that this $99 service fee was charged [per procedures] upon finding that this recent issue was unrelated to the work that was done in July. Warranty was not included in this recent fix because ************** did not charge for the repair, just the Service Fee to get out to the home. For complete satisfaction and because of this miscommunication, we have processed the refund of $99 back to this customer's card. I have been in communication with ************** about the information above and he has my contact information if there is anything else I might be able to assist with in the future. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is related to a warranty issue, customer ********************** issue AND the contractor (Milestone) being out of compliance per the ************** permit department subjecting homeowner to an unnecessary interaction. Milestone failed to do a job correctly and/or appropriately causing several subsequent visits when only one was required. Milestone collected payment before ensuring their work was done correctly. Milestones technician installed a hot water heater and failed to install vents for the equipment to operate appropriately which was not up to current ************** code. Milestone has failed to honor a warranty they have honored in the past and blatantly lied on three occasions about said warranty in one day. The warranty is for labor on a HVAC system they installed for the life of the unit. The paperwork clearly shows the warranty does not have an end date. Attached. And all visits have been covered by Milestone based off of said warranty they are now claiming has expired. I am happy to elaborate in further detail and provide more supporting documents.

  

  Business response

  12/11/2023

  Regarding this customer's concerns with our ********************** department, while ************** did unintentionally leave with some of the work not fully completed, he contacted the customer later that day once realizing this and we returned until the work was completed. ************** collected payment when he initially believed the job was finished, as is our protocol. Once realizing it was incomplete, we then returned at no charge until we ensured this was fully resolved. I confirmed this with our Plumbing management team and we do believe that, though we fully expect and desire our technicians to resolve issues the first time, we understand that 100% perfection is not possible, which is why we have our company Customer Satisfaction guarantee where we will always return and make sure things are made right, to the customer's satisfaction.
  
  As for the **** warranty situation. This customer purchased a unit with us in 2016. His account in our system reflects that he received 10-year parts and 5-year labor warranties with this purchase. We were servicing this customer last week and, when our tech provided the pricing for labor, he mentioned that his warranty should still cover this. He was then escalated to our managers, and they decidedfor customer satisfactionto upgrade his labor warranty to 10 years to match his parts warranty. The customer seemed to be satisfied with this but later reached out to our upper management after receiving the documentation via email of his 2016 install. He is stating that because there is nothing checked under the "Labor" warranty [see attached photo], that this should mean there is no end date to his warranty and therefore expects labor warranty for the lifetime of his unit. Contrarily, if this customer received the lifetime warranty, the box would be checked. Technically, according to this paperwork, he does not have a labor warranty, but we honored the original 5-year warranty and then doubled it for him when he requested a longer one. Our upper management has spoken with him and explained that this is not something we can accommodate, as we have already gone above and beyond, but this customer is refusing to accept this resolution. 

  Customer response

  12/18/2023

  I am rejecting this response because:   

  It's the overall blatant lie, handling, dishonesty and deception Milestone attempted while working to resolve this matter; the issue is not so much the duration of the warranty. I do agree Milestone did extend my warranty to 10 years but don't understand why there was so much cover up and lying instead of owning their mistake. I don't believe an accredited Better Business Bureau entity would possess such qualities nor handle a customer concern/complaint in this fashion.

  1. Milestone's technician told me my warranty had expired, technician then called his manager and requested a copy of the warranty paperwork confirming the five-year warranty. Milestone's tech then told me the previous two techs made a mistake and should have charged me because my warranty was expired. This paperwork couldn't be produced because Milestone's sales rep or whomever did not complete the paperwork leaving my warranty open-ended. This attachment was provided with the initial complaint. 

  2. Milestone had been to my residence twice in the two preceding years to make repairs to my **** system and they did not charge me due to my warranty as it was related to work they completed. Invoices attached. These occurrences took place within six months of the their alleged five-year warranty being expired and one after the alleged warranty had expired. There was no mention of a warranty being expired or approaching expiration. If I had a five-year warranty, surely they would have mentioned this previously as they would have the customer's best interest. There were two other occasions where Milestone came to my residence due to an issue with my **** system and I had to pay as it related to maintenance on the homeowner's part and not related to the work they completed (dirty air filter/condensation line). Which I was aware the warranty wouldn't cover. 

  3. At the time of my purchase of the **** system, I recall them mentioning there would be no charge for labor/repairs made to the **** system if it was related to their work. The same day as this event, I called their office and asked for them to confirm same which they did but their technician was telling me something different. I asked Milestone of they could check with the rep and confirm the conversation, however, the rep is no longer employed by Milestone. 

  4. Milestone's technician advised he told his manager this issue was going to come up before he arrived at my residence which suggests they attempted to collaborate ahead of time to misrepresent facts. 

  5. Milestone's technician was visibly nervous and his body language suggested he was not confident of the information he was relaying. I did make his manager aware he was visibly shaking that was not observed until questions regarding the warranty arose. Tech's manager then advised the tech had to be moved from his previous role with the company to **** because he has a condition causing him to shake. 

  6. While working through this, Milestone's technician and manager attempted to coerce me into signing paperwork stating I had a five-year warranty and it expired and they would do this job for free. 

  7. Milestone promotes themselves as a family company and has their technicians advise to reach out to the owner's if there are ever any issues and they're happy to discuss. I have placed several calls to Milestone hoping to reach the owners in order to advise of what kind of business is being done and to address my concerns, however, the gatekeepers have blockaded this from happening. This is another bit of their deceptive practices. 

   

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/14/2022. My husband and I were 78 and 80 at the time of the appointment. My husband was cognitively impaired and on a ******. I had used Milestone thru the years for electrical service. The last sales appointment I had I was told that I had to replace my HVAC system IMMEDIATELY since it used freon. ************** disagreed and I used system another 3 years. Same salesman came to replace a thermostat. Decided to look in the attic. Said my 40 gallon gas hot heater was over 10 years old and might leak through the ceiling. Time to replace it. OK. Then he saw mold- dangerous. Had to put in a special germacidal light in the duct. By now he had illegibly scrawled on 3 pieces of paper. He also assumed 2 old people in a **** sq ft. house also wanted to pay $19.99 month for friends and family membership. IMMEDIATELY he transferred the whole bill except for $137.99 to Green **** I had NO IDEA of the total. Oddly I never got an owners manual with the hot water heater. Today I asked someone to give me the model and serial number and name of the manufacturer. I went to the website. The model was purchased in October. The model number no longer exists. I input the serial number.It is for a BASIC Water Heater with a 6 month limited warranty from a company I have never heard of. On the invoice it says "Premium 50 Gallon Water Heater - 12 month extended warranty." They never expected for me to get to the attic. This is criminal and predatory behavior from a A++ rated BBB company. I will now look into the cost of every other traceable line item. I am sure the story will get worse. I will be glad to furnish the back-up documents when advised. Please contact me at ************. *******************************

  Customer response

  10/03/2023

  **View Attachment**

  

  Business response

  10/05/2023

  I spoke with ***************** regarding her concerns and the pricing that was charged. While the total charged was in line with our standard pricing that includes warranties and other benefits, we came to a settlement, reaching her preferred
  resolution of refunding the remainder of her loan. This refund will void the 12 year Milestone warranty. I have communicated with ***************** and she has accepted these terms. She has my contact information and is welcome to reach
  out to me for any further inquiries.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi,My HVAC stopped cooling my home on 10th August. I did call up Milestone since, I wanted a fix to the unit. The Milestone rep did come over and said that the Motor has gone bad but, the condenser is good. He suggested replacing the fan and motor to sort the issue. I asked him why is it needed to change the fan since, fan was good. He said fan would also need to be replaced. I did go ahead and got this repaired and paid the service charges in full. On 23rd August, the **** unit again went bad and this time I had called my home warranty because Milestone were charging service fee to come and diagnose the issue. My home warranty sent a rep and they said condenser has shorted and needs replacement. I had then called Milestone and seek help to get me the refund of the previous amount since, the repair didn't last 2 weeks and the system completely went down. I have spoken to Milestone multiple times and asked for a refund as a one time courtesy. I'm still a member with them and want to continue being a member. They said they can only refund the money if, I get them to replace the unit which costs way beyond USD 10k. I'm a single bread earner of my family and spending that amount is very difficult for me. I'm requesting Milestone to refund me the amount and help ease my stress.

  

  Business response

  09/05/2023

  I spoke with ************ and let him know that the work we did/part we worked on did not fail. However, in speaking with my HVAC management, we have agreed to credit back the remaining total to his account that he may be able to use toward future services with us. He was satisfied with this resolution and requested a confirmation email. This has been added to his account and I have sent a confirmation email. 

  Customer response

  09/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live in ***** where we're getting record heat temps of 105 degrees and I requested A/C Service repairs in a house i'm renting. They stipulated that the owner/landlord needs to be physically at the house in order for a technician to be released.The owner was out of the country on vacation, but provided an authorized letter of consent for repairs to the unit. This was not good enough for this company. What I don't understand is, lots of people rent houses. Some homeowners live out of state. How can this company possibly function requiring a homeowner to be present in order for repairs to take place? How is this fair to all of the other renters dealing with 90 degree internal temperatures in their homes while watching these commercials constantly push through on the local *** affiliate as being the most relied on business for home and a/c repairs?There has to be a balance of the request at hand and simple LOGIC! Most, if not, all homeowners would want to be privy to the assessment of the repairs, but mostly don't want the labor pains of having to go through the process of dealing with the vendor.

  

  Business response

  08/24/2023

  I spoke with ****************** and we discussed our current company policy, where we are not servicing Landlord/Tenant situations when the Homeowner cannot be present. I let ***************** know some of the reasoning behind our team making this decision, and informed him that I would be bringing this situation to upper management to review and consider for future company policies. 

  Customer response

  08/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 02/22/2023 Milestone did a check on my 3 A/C systems. During the check, the technician broke one of the thermostats. Milestone replaced the broken thermostat with a temporary one that is a different model than the other 2 thermostats. Milestone said they would order another thermostat that matches the original thermostat and come back and replace the temporary one. I have not heard anything from Milestone. I have called to follow up and they never call back. If they can't find the replacement model, I am ok with them replacing the other 2 thermostats to match the temporary one they installed. I just want the 3 thermostats to match. During the A/C check, the technician switched off the outdoor compresssor on one of the units. Before the technician left, we did a test of each system to make sure they worked. The one unit with the switched off compressor would not cool. Milestone said it would be $500 to determine why the unit was not cooling. I declined and called my own A/C guy. He came and found the compressor was switched off. He switched it on and the unit started cooling. My A/C guy charged $87.47 for the service call. I called Milestone and they said they would reimburse the $87.47. I emailed the invoice to Alexus Polk on 2/22/23. I have not been reimbursed.

  

  Business response

  04/04/2023

  I spoke with Mr. *** **** and confirmed with him that the refund check was signed and mailed out this morning, and he can expect it to arrive in the next 5-7 business days. I assured him that he is a priority and we will work around his schedule to ensure this is fully resolved. We are going out to his home tomorrow morning to finish the job and make sure all of his thermostats match to his complete satisfaction. 

  Customer response

  04/11/2023

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  An Unauthorized charged in the amount of $19.99 was charged to my credit card on Dec 12, 2022. I did not request or have services performed for this Unauthorized charge. The phone number on the charge is XXXXXXXXXX.

  

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/14) */ After communicating with Mr *****, I was able to determine that he signed up for our Advantage Plan when the technician was onsite in order to receive our member pricing. This plan auto-renews each month, so that is what the $19.99 charge this month was for. We have canceled the agreement, refunded the $19.99 back to his card, and removed all payment information from his account. Additionally, per customer request, I have gotten with my Marketing team to ensure he does not receive any unsolicited texts, calls, or mail. I have communicated all of this to Mr ***** and am happy to assist in any way further. Consumer Response /* (2000, 7, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as Business honor response they gave I accept

*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. ↩