Complaints

This profile includes complaints for Milani Plumbing, Heating & Air Conditioning Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Milani Plumbing, Heating & Air Conditioning Ltd. has 9 locations, listed below.

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  Milani Plumbing, Heating & Air Conditioning Ltd.

  5526 Kingsway Burnaby, BC V5H 2G2

  
• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  10581 King George Blvd Surrey, BC V3T 2X5

  
• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  2517 Whitworth Rd West Kelowna, BC V4T 2K5

  
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  Milani Plumbing Heating & Air Conditioning

  201-1806 Vancouver St. Victoria, BC V8T 5E3

• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  22200 Wilson Ave Richmond, BC V6V 2P6

  

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:02/06/2025

  Type:Service or Repair 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.

  May 13, 2025 Technician named ****** lied about the cause of my leaking shower faucet, suggesting it was a broken diverter and it would cost $1500 to replace. It ended up not being the diverter at all, but a $60 cartridge that just needed to be replaced, which I did myself after some research and completely fiexed the issue.He also tried to overcharge me for 1 and 1/2 hours when he was here for no more than 40 minutes. When questioned about this he said it was for "travel time". Milani has since removed the 1/2 hour "overcharge" and said the technician made an error on that.Milani advertises themselves as a trustworthy and fair business, yet the service their technician provides does not match that. ****** the technician gave a completely incorrect assessment of the issue with a "fix" that would benefit himself and Milani. The "fix" he suggested by replacing the diverter for $1500 would not have even fixed the issue, as the diverter is working fine - it is the cartridge that needs to replaced which was done so for $60. On top of that ****** tried to overcharge me on the billable time. Considering that this technician is uncredible and dishonest on both of these issues, I would like to be refunded the money which was charged by Milani.

  

  Business Response

  Date: 12/06/2025

  Milani has reached out to the customer and come to a mutual resolution to address the complaint.
  

• Initial Complaint

  Date:27/05/2025

  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 had a Fluid faucet installed in my kitchen by Milani plumbing June 27, 2024. The faucet was was purchased from Milani plumbing at a cost of $300. The faucet is now leaking and probably has been for a long time but because it is a slow leak it was not detected until end of April, 2025. When I contacted Milani they indicated that they would charge for the repair. They claim that their warranty is 30 days. The fine print on the invoice regarding warranty is as follows:Parts - Subject to manufacturers Warranty Labour - One year on new units. 30 days on repair. Void after 30 days if maintenance is not done on new units, or payment not made. Absolutely no warranty on customer supplied materials.Manufacturers warranty is a lifetime limited warranty . They are willing to supply parts free of charge but will not pay for the labour required to repair the faucet.Milani is claiming that their one year on new units warranty relates to big projects like air conditioning units and not faucets.I believe the faucet should be repaired free of charge for the following reasons:- Faucet was purchased from Milani - Milani installed the faucet - Warranty implies labour costs of repair are covered for one year. It does not specify that this warranty is limited to air conditioning units.Ive contacted Milani over the phone and made two in-person calls at their *************** in *******. On the second visit they offered to reduce their first hour service charge from $225/hour down to $175/hour.Initially when I contacted Milani there appeared to be some hesitation with providing me with the manufactures contact information. I was given **** and told to do a search on line . This was not very helpful so I decided to go to **********. They were very helpful and actually provided me the phone number for Sustainable Solutions, the manufacturer of Fluid faucets. I am bringing this up to illustrate my frustration and disappointment with the lack of accountability.

  

  Business Response

  Date: 02/06/2025

  The customer had a Fluid brand faucet purchased through and installed by Milani in June of 2024. In April 2025approximately 10 months after installationthe customer contacted ********************** regarding a leak in the faucet handle. At that time, the Milani team reviewed the warranty coverage and explained that while the manufacturer provides a warranty on the faucet parts, the Milani labour warranty on plumbing fixture installations is 30 days, as stated on the invoice.
  
  The one year on new units labour warranty mentioned on the invoice applies specifically to new HVAC system installations, which require ongoing maintenance to maintain warranty coverage. This is why the invoice also references maintenance requirements and the voiding of the warranty if maintenance is not done. This warranty does not apply to plumbing fixture installations, such as faucets. For those, the 30-day labour warranty applies.
  
  Despite the warranty period having passed, Milani made several efforts to assist the customer; a digital invoice specifying the faucets model number was provided to help facilitate the customers direct communication with the manufacturer for any warranty-related part replacement. Additionally, Milani offered a $50 discount on the first hour of labour, reducing the standard rate from $225 to $175, as a gesture of goodwill.
  
  Milani acknowledges the customer's frustration, however, the position remains that the labour required for this repair falls outside of the stated warranty period. Milani does remain willing to assist with the repair at the discounted rate.
  
  Thank you

  Customer Answer

  Date: 12/06/2025

   
  Complaint: 23379831
  
  I am rejecting this response because:
  Warranty on invoice does not indicate that 1year labour is specifically for HVAC units. Warranty should be clear and not open to interpretation. I believe my interpretation makes more sense than the one offered by Milani. Simply based on reasonableness and good business practice.

  I also take exception with Milanis statement that they made several attempts to provide help. I was basically told that Milani does not work for free. The reduction of $50 on their $225 first hour labour charge is an insult to my intelligence. I already paid for the work. They need to fulfill their side of the obligation and take responsibility for their products and the work they do. From my experience so far, their approach is bad business and not better business.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 16/07/2025

  Since the customer has rejected our response, we have made several phone calls in an effort to speak directly.
  
  We respectfully disagree with the customers interpretation of the warranty terms. The distinction between HVAC system installations and plumbing fixture installations is clear, and we do not believe this wording is ambiguous or misleading when read in context. We would also like to note that the concern raised by the customer a leaky faucet handle stems from a product defect rather than an installation issue.
  
  That said, we remain committed to supporting our customers and addressing concerns in good faith. While the labour warranty for this plumbing fixture expired after 30 days we have made efforts to discuss a more accommodating resolution. Although we have not yet been able to connect with the customer, our intention was to extend a further goodwill offer reducing the first-hour labour rate to $158, a specially reduced rate that we do not typically offer. This offer reflects our sincere effort to resolve the matter fairly and amicably, despite the warranty period having passed.

  Customer Answer

  Date: 21/07/2025

   
  Complaint: 23379831
  
  I am rejecting this response because basically nothing has changed in their response. They have reduced their initial charge from $225 to $158. Ive already paid my bill. I also cannot believe that they are putting all the responsibility on the manufacturer. They sold me the part and the manufacturer told me that a leak can also occur in this area if a specific nut is not tightened properly during installation.
  

  With regards to the efforts made to contact me directly, I returned the last call and was told that ******* is currently on another line and would call me soon . This was about a week ago. Im still waiting for ******* to call me back.

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

• Initial Complaint

  Date:12/03/2025

  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 am a senior citizen and On April ******* during a time when my husband was just out of hospital and we were vulnerable I contracted with Milani to install a NEW hot water ********* Feb of this year that newtank had to be replaced by Holland Plumbing. The plumber was surprised when he couldnt find a rating plate specifying serial #,model , warranty etc. on the tank, just the date of installation scrawled by hand on the tank and in his professional opinion concluded it wasnt a new tank as I paid for.I called Milani about this . They said they didnt install used tanks and were not interested in attending to my complaint.I would like a response from Milani to address my complaint and if Im not satisfied I would like this information posted on their BBB profile.

  Customer Answer

  Date: 12/03/2025

  The invoice said it had a 10 year warranty but the product(******** *****) had no rating plate on it specifying model , serial# , water capacity etc which would be necessary for a warranty claimAs I indicated before the lack of this rating plate was suspicious as to the newness of the tank when installed

  The issue I had with it was a leak from the pressure/temperature relief valve.

   

   

  

  Business Response

  Date: 25/03/2025

  Milani did not install a used tank in 2016, this has been explained to the customer as verified by her invoice and checking the status of the tank with ******** ***** as the model and serial number is listed in ********************** records. This tank was manufactured a mere two months prior to it being installed in her home and was brand new, Milani would never install a used tank. Customer believes ********************** removed the label which would not happen as there would be no reason to remove this label as it stays with the tank, the install was 8 years ago so I am unsure what has happened in that long stretch of time as Milani was never called prior to this about a missing label nor was Milani called to advise of an issue with the tank. Milani cannot do anything about the tank now that it has been removed and disposed of by another company, if Milani had been advised prior then the tank info would have been provided to the customer so they could seek warranty replacement.
  

  Customer Answer

  Date: 25/03/2025

   
  Complaint: 23050713
  
  I am rejecting this response because:
  ****** did not take any responsibility for installing a tank which didnt have a rating plate on it .The woman actually implied that I had removed the rating plate information which could therefore make it difficult to prove it was under *********** doesnt make any sense for me to remove that plate thereby negating the warranty. It would make more sense for them to remove it making it more difficult for me to come back at them if problems arose .

  They said that information(serial # etc.)was on the invoice.Obviously it was not as it shows on the invoice I submitted.She said she had those records on the records she had but obviously this was not shared with me.

  I did not intially contact ****** when I encountered problems with the tank as ****** has a very bad reputation in the plumbing service industry which many customers have advised me of and the plumber I did employ advised me after viewing the tank and its lack of rating plate that a warranty claim would not be possible without this rating plate information.

  I therefore contacted BBB for redress

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

  

  Business Response

  Date: 01/04/2025

  Milani has never stated the customer removed the rating plate, ********************** stated that it has been 8 years since the tank was installed or Milani had been out to work on the tank so there is no way to know over those 8 years when or by whom the rating plate had been removed by. If Milani had been advised of any issues during the 8 years while the tank was still installed at the customers home there would have been no issue in assisting the customer or sending a tech out to take a look. At this point there is nothing that can be done as the tank was removed by another company without Milanis knowledge, Milani is not able to offer a refund for a tank install from 8 years ago.
  

• Initial Complaint

  Date:10/03/2025

  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.

  Tenant reported water damage from behind the washing machine. The washer/dryer were stacked in a tight closet. Unsure if it was a plumbing or appliance issue, I called Milani and agreed to pay extra ($75) to have them pull out the unit to inspect the pipes.On Feb 20th, the ********** arrived, pulled the washer/dryer out only halfway, and turned it on. Water appeared--instead of checking the source or inspecting the pipes, he incorrectly diagnosed it as an appliance issue. He did not check behind the machine to see where water came from and did not reinstall the closet door and was pressuring me to leave a good review before I rushed to work.Since it was a rental unit, I had to discount my tenants rent while replacing the washer. By Feb 23rd, I purchased a $2,000 stackable washer and dryer because my old model was discontinued and nothing would connect with the dryer i had. On Feb 24th, after installation, the apartment flooded again. The appliance ********** confirmed it was a plumbing issue, not the machine.I called Milani back, explaining their misdiagnosis caused me unnecessary expenses. They refused to send a ********** unless I paid upfront. When their second ********** arrived, he found and unclogged a blocked pipeproving the first visit was a failure. I was charged for his struggle to reinstall the closet door.I requested a full refund for the first visit, a significant reduction in the second bill, and partial reimbursement for the washer/dryer. Milani refused and demanded an appliance **********s report on a machine that had already been hauled away. They ignored my emails and calls for weeks. After escalating, their supervisor (*******) told me the owner and GM wouldnt care and dismissed my claim. They then retroactively altered my second invoice to claim the old machine was at fault, despite it no longer being there.I am seeking a full refund for both visits and partial compensation for the washer/dryer due to Milanis clear misdiagnosis.

  

  Business Response

  Date: 07/04/2025

  Customer has received a refund for the first visit already in the amount of $242.75, the second visit is a valid charge as the technician resolved a drain issue. Milani will not be providing any reimbursement for the purchase of new appliances, as Milani never advised they should be replaced and only suggested having an appliance technician out to take a look. If the customer chose to replace the appliances without having an appliance technician confirm their function that was their decision and not Milanis recommendation.

• Initial Complaint

  Date:21/02/2025

  Type:Service or Repair 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.

  We had our heating system inspected in Oct. 2024, a relay was proactively replaced, and the expansion tank needed to be replaced, the system was given a clean bill of health otherwise.We had a leak on our garburator, we contacted Milani for garburator problem and to change the expansion tank. We sent a pictures of the part on our garburator, and of the part needed to Milani, a tailpiece.Milani arrived, (Jan 29, 2025) he stated hed have to drain the entire system, there was no way to isolate tank.He drained the system replaced the tank and refilled the system.For the garburator he stated he didnt bring a tailpiece and hed have to go get one, wed be charged for the time.The next day we noticed the heating system was on constantly but the upstairs rooms were not warming. I called Milani, they sent someone out ( Cade )approximately Jan. 12, 2025) he stated that there was air in the system, which is why no heat is getting upstairs. He stated that it was unnecessary to have drained the system. He said he could try to fix it but he was not knowledgeable enough and he feared hed make it worse, an expert (*****) could come in a weeks time.Milani contacted me with the time ***** would arrive, and wed be charged the hourly rate. I argued to no avail.***** arrived( January 29) I have him on camera stating that it was unnecessary to drain the entire system. He drained the system, refilled it again. The problem remains.We have since received an invoice from Milani for 4.5 hours of Nolans time. We have on camera the time he was here which adds up to 2 hours.From Milani we wish to be refunded for ;- the hours of labour to drain and refill our system ( 2 hours),- the hour of labour to get the tailpiece (1 hour) Forget the invoice for Nolans time. The rate charged was $158.00 per hour Milanis website states No system is too complicatedOur trucks are fully stocked with partsDavid

  

  Business Response

  Date: 25/03/2025

  Milani has resolved this complaint with the customer and came to a mutual resolution.
  

  Customer Answer

  Date: 26/03/2025

   
  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:20/02/2025

  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.

  Please see the attached PDF for a detailed explanation of the service performed by Milani, and the damage caused to our unit by the technician during the service. As stated in the attached document, we attest all information to be true and seek a billing adjustment for the damaged parts.

  

  Business Response

  Date: 01/04/2025

  Milani has spoken with ****** and come to a mutual resolution to address the customers concerns. The customer has been advised they will see the refund processed within a few days.
  

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 22967925
  
  I am rejecting this response because although Milani offered reimbursement for the part that was broken by their technician, they did not offer reimbursement for the extra hours of service required to find, purchase, and install the part. Milani looked at the photos and agreed to pay the cost of the damaged part, which to me indicates that they see merit in the dispute. To not fully reimburse us for all costs that were incurred at the fault of their employee is not fair nor acceptable.

  The customer service experience with ********************** was extremely frustrating. During the original two calls we were told that absolutely nothing could be done and that going through the Better Business Bureau would not change anything. Of course, this did actually change something which is helpful, but not complete. After not responding for over a month to our dispute, ****** was called out of the blue to resolve the issue, during our work hours. ****** was first offered $500 dollars which he said was not fair and clearly not tied to the actual cost of the part and labour. Milani then offered the full cost of the replacement part and refused to offer anymore. Due to the fact that ****** was at work and didn't have time to argue further on an unscheduled call, he initially agreed the the reimbursement. I, who filed the complaint with the BBB, then called back requesting the labour cost and was told that they would look into it and get back to us that day.

  Over a week later we were informed that they would not reimburse the labour. Our dispute and total cost reimbursement was clearly outlined in our request, so anything short of that is not acceptable. Hinging the decision on an impromptu conversation where we don't have any time to think or debate further is predatory behaviour by the company and not fair to the customer. We are glad to have received a partial reimbursement, but without the full reimbursement are not accepting this response from the business. They are charging us for their labour time to fix the issue they caused and time required to argue with their technician, which is simply bad business. 

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

  

  Business Response

  Date: 14/04/2025

  Milani discussed a discount with ****** who had booked and given payment for the service, a resolution was agreed to by ****** which at no point did they advise they would need to think about it. Milani believes this dispute to be resolved as a refund has been processed as promised which the customer has confirmed was received, ********************** has no further discounts to offer.

  Customer Answer

  Date: 14/04/2025

   
  Complaint: 22967925
  
  As previously stated, Milani called ****** out of the blue during work hours and did not offer the full requested refund in the original complaint. The request was very clear and Milani has made multiple attempts to not offer the full refund. Despite naming a reimbursement total up front, it's been a process of hours arguing with Milani to get slowly increased amounts of refund. Until the full original requested funds are provided, this complaint will not be considered settled. 
  
  Sincerely,
  ***** *********

• Initial Complaint

  Date:23/01/2025

  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.

  ATTACHED

  

  Business Response

  Date: 01/04/2025

  Milani has spoken with the customer and come to a mutual resolution.
  

• Initial Complaint

  Date:20/11/2024

  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.

  One of our sanitary pumps stopped working, so we called Milani Plumbing. Their representative strongly recommended adding vacuum service during the visit, quoting $250 for the vacuum and $125 for disposal. We agreed, thinking this was reasonable advice.Plumbers havent fixed the issue. They vacuumed the area, left a disgusting mess we had to clean, and used our garden hose, which became so foul-smelling we replaced it. They also estimated $19,985 for repairs. Shockingly, after their visit, the second pump, which they said was working but pumping slowly, stopped ************** our dismay, Milani invoiced us $1,895.25 despite no resolution of the original issue. Upon discussing the bill, we learned of their 4-hour minimum charge for vacuuming, making the real minimum cost $1,000. This was hidden in the initial quote of $250 plus $125 for disposal. It feels misleadingif Milani always charges $1,000 minimum, why not disclose this? Breaking it into an hourly rate makes it sound cheaper, despite knowing theyll charge for 4 hours even if it takes only 30 minutes.For comparison, local plumbers charge $400 plus GST for vacuuming with no hidden fees. Milani's work worsened the problem, yet they charged $149 and $531 for labor. Fortunately, **************** identified the issue and fixed everything for a quarter of Milani's estimate.We were forced to pay Milani $1,895.25 in full due to threats of collections. They seem very skilled at collecting money, but not at resolving plumbing issues. It feels like a scam.I agree to pay $250 for the vacuum and $125 for disposal plus GST, but nothing more. I request a refund of $1,895.25 minus $375 plus tax.Attached pictures of mess left.

  

  Business Response

  Date: 20/12/2024

  On June 13th the Milani office called **** ***** to book in the service, they went through his issue and advised scheduling and rates. Less then an hour later the Milani office calls the customer back and speaks with **** again to ask for additional information regarding the sump and from that determines that the sump will need to be vacuumed out first as customer advised they had never had it done before. At this point the Milani *** advises it is $225.00 hourly for 4hour minimum plus disposal of $125.00 for half a truck or $250.00 for a full truck, this is explained 3 times to the customer over the phone and then they are also advised this service requires a helper which is an additional cost of $149.00 for the first hour and $118.00 for each additional hour. At no point during the call was  the customer advised  it is only $250.00 + disposal fee in total.
  
  Another important detail is that the technicians were on site for a total of 9.75 hours between the two of them. On the invoice it shows the customer was billed for 9.5 hours total between the vacuum truck and the helper, there is no discrepancy and there is no service for only $250.00 that covers 9.5 hours of labour. Milani will not be able to refund anything to this customer as the rates were quoted accurately and over 9 hours of labour went into this service, the customer was  given the recommendation of how to proceed.
  
  ****** ****
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *****************************

  Customer Answer

  Date: 24/12/2024

   
  Complaint: 22579568
  
  I am rejecting this response because:
  First of all I am not **** and I am the one who is on bill and its a joint account which you charged. What you explain is not changing your selling techniques when you know exact minimum pay and because its too high cut it for hour rate to make it sounds better.  Its not possible to get less than 4 hours. You left a mess attached the back of my house, smelly water hose after you and havent fixed anything. Instead second pump stopped working after your job. 
  Sincerely,
  
  ***** Remiz

• Initial Complaint

  Date:12/11/2024

  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.

  Oct 31, 2024. After a basement flood, we hired Milani to help us determine if any repairs are needed on the outside of our house. "Where was there a potential leak?". They told us over a phone consultation that we needed a Hydro-Flush. We hired them to do so. They came, determined on-site that they could not do it and left without having done any work. We refused to sign the invoice. They charged our credit card for services that they did not provide and we did not give permission to charge us for in the amount of $ ******

  

  Business Response

  Date: 16/12/2024

  Customer called in and advised their home had flooded during heavy rains, the customer service *** knows this is due to rain water getting into the house from outside as the result of the storm system not functioning. First course of action is to flush the perimeter drain so that is what was recommended, these recommendations are made based on the information the customer is telling the customer service ***. ********************** does their best to come p***ared but as they have never been to the home they cannot know for sure what the issue is until a tech is on site. When the tech arrives on site they will assess the situation, unfortunately in this case the customer had a sump that needed to be emptied, this would need to be done prior to flushing to prevent further flooding. The recommendation of the flushing is correct, Milani was not aware they had a sump and that it required cleaning as well. Milani understands that customers may not know all this information which is why the technicians assess when they arrive to ensure the situation is what was described on the phone, either way there is a charge for a technician to come out and assess. Milani offered to reduce the charge from $392.70 to a minimum call out fee of $236.25, as the technician assessed their situation, advised what was going on and gave recommendations for next steps to rectify the issue.  
  
  ****** ****
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *****************************

  Customer Answer

  Date: 16/12/2024

   
  Complaint: 22537490
  
  I am rejecting this response because: Milani says they did not know about the sump. When the technician arrived the first thing he did was to look for the sump. This means to us, that Milani knew that there a sump, the but sales representative did not ask about or was not properly trained to assess our needs.  t know and/or should asked ALL . Milani assessed their services improperly and now asks to pay for their mistake. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 20/12/2024

  The assessment the customer is stating was done incorrect was done over the phone without having ever stepped foot on their property, this assessment is not a guarantee as how could anyone give a guaranteed assessment without having someone on site. As mentioned before Milani takes the information the customer gives and then sends a technician out, sometimes Milani has been given enough info to be fully prepared and sometimes the situation is very different once the technician arrives on site so adjustments need to be made. Customers call because they need a trained technician on site to advise on what needs to happen because the customer is not equipped to assess  and  fix the issue themselves. This means that any technician who comes to assess, give recommendations or do work is sharing there knowledge to assist the customer and this time is chargeable. The original offer still stands of the original bill being discounted from $392.70 to a minimum call out fee of $236.25.
  
  ****** ****
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *****************************

  Customer Answer

  Date: 22/12/2024

   
  Complaint: 22537490
  
  I am rejecting this response because:
  Yes of course a full assessment cannot be done over the phone. What Milani shouldve done was to tell us that theyd send someone over to make the assessment at the said charge ($236.25). If they had said that up front we would have opted out of Milani and gone with our 2nd choice ******************* When we called *** they sent their service manager to our house free of charge to make an assessment before sending their crew. 
  What Milani did was preemptively making an assessment over the phone and sending the crew to our house. When they realized that they had screwed up, they tried to get clever and charge us for assessment where they did not sell us an assessment service and we never agreed to receiving and assessment service and the related charge. Had they told us that there would be a $236.25 charge just to tell us what we need, we would have never gone with Milani and gone with SWR in the first place. 
  
   Sincerely,
  ******* *********

• Initial Complaint

  Date:15/10/2024

  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.

  The company bait and switched the heat pump that was originally promised(from a 3 ton ********** to 2.5 ton Fujitsu). The company had multiple delays and most importantly did a terrible job with the installation (January 2023). The external unit had recurring electrical tripping issues one month after installation so the heat pump was basically unusable. They also failed City of *********'s electrical inspection and made no further arrangements for the city to reinspect due to the tripping issue recurring. The company could not identify the cause of the problem. They blamed the electrical problem on a faulty external unit at first (swapped the external unit but problem persisted), then blamed me for forgoing an additional return (so I hired their sheet metal person to install a return but problem persisted), then they eventually blamed the ducting that came with my house for being 4 inches (if this were truly the case, perhaps the company being the expert should have raised this issue before installing the heat pump). The company was unwilling to ensure my heat pump was in working order, citing that they no longer have to honour the original contract because I had requested a $2000 refund for sheet metal work that was not rendered (they did not install a ground floor return as originally promised in the quote). Despite my offer to pay back the $2000, even though I had already installed an additional return at that point, the company refused to further assist me in any way. I had to hire another sheet metal company and **** company to reinstall the system. The sheet metal company I hired educated me that Milani had done a terrible job with the install - please refr to photos attached. Interestingly the new company had installed the heat pump horizontally to optimize air flow, something that ***(Milani's project manager who did a site visit early on) had suggested but somehow wasn't carried out by Milani. I spent $20k+ trying to fix this company's mistake.

  Customer Answer

  Date: 15/10/2024

  The company was contacted multiple times before the expiration of warranty in mid January 2024.  I was trying to communicate with milani for them to fix the heat pump under the original contract with one year warranty, but they insisted that I needed to update my ducting.  The warranty expired thus I had to hire other companies for assistance.  Please refer to document named demand letter for details.

  

  Business Response

  Date: 04/11/2024

  Milani received the demand letter by e-mail on October 14th and responded to the customer by e-mail on Oct 22nd stating our position on the situation. Milani has yet to receive a response back from the customer, at this time there is nothing further Milani can do without response from the customer.
  
  
  ****** ****
  *********************************************, ********************** & Air Conditioning
  
  p: **************
  
  w: *****************************