ComplaintsforMillian Aire Enterprises, LLC

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15, 2022 we were told we needed a new air handler and AC Unit. The cost was $10,000 financed through GreenSky. Before Installation I had a Nest ***rmostat, was told it was not compatible with *** Diakin, told ***m i needed a smart ***rmostat. I was given a book about ******, showed *** Daikin + smart ***rmostat, thought that was what I was getting. On March, 21 unit installed. A different ***rmostat which was not *** Diakin was installed. After installation *** unit would not work. So for 4 days to fix *** problem. They changed out *** ***rmostat to Diakin + smart *** second day. **w I have a s**** hole, *** old paint showing. They offered hotel room but declined because we had 2 dogs and 4 people. By *** 4th day a main guy from *** office came out and said he brought a Diakin Rep with him. The rep told him that *** ***rmostat wasn't *** problem it was something else. Then rep told *** main guy that we needed a bigger return in Master bedroom and maybe ano***r because of this new system. We were told our duct work and returns would work with this system. The *********** guy said he would install *** return at no cost because we declined *** hotel rooms and to call when we get back in town, because we were leaving for months. We get back in town at *** end of **v and have had nothing but problems, water spots around a vent, and error codes for *** last month. They said due to *** error codes we need more returns and bigger duct work. I told ***m about what *** rep said and ***y have no record of it and *** main guy was let go from company. The guy *** who sold us *** unit said we should get *** duct work done for 50% just labor or just parts. But ***y are charging us $9,000. They installed *** duct work on 1/9/23. They left a mess when doing *** duct work, cut *** whole for one vent to big, and after ***y left ano***r code came one, and our temp is now 5 degrees off. I have no paperwork for *** estimate for duct-work i signed, was given ***** ** resolution

  

  Business response

  02/02/2023

  We apologize for any misunderstanding that *** have incurred throughout your experience with Millian Aire. As you mentioned,we installed a new system for your home, and throughout the installation there *** have been some confusion on what thermostat was to be installed with your system. The thermostat that was originally installed, was the thermostat that is most commonly installed with your specific system. There also seems to be some misunderstanding about us covering the duct expenses. A completely covered job, or one that is 50% discounted would be communicated with all of our upper management if it were offered. There is no record of any kind of Millian Aire covering the duct expenses or offering a 50% discount. Furthermore, we discounted the total price $750. We are trying our best to work with you, but we are unsure what more we can offer other than what we already have.

  Customer response

  02/11/2023

   
  Complaint: 18723284
  
  I am rejecting this response because:
  You have not tried to resolve anything. You have ignored my requests for an itemized bill. You sent me "invoices" for service records as individual e-mails with an E-mail address I cannot reply back to. You over charged me for the duct work and your supervisors know that. Yet, they were rude and condensing and ignored my requests. Your supervisor even told me that they would not fix anything I brought to their attention until I paid the company in full . What kind of company does that? The work wasn't finished. I am NOT satisfied with the work that was performed.

  
  *******************

  

  Business response

  02/14/2023

  I'm sorry to hear that you still feel unsatisfied with the service provided by Millian Aire. It sounds like you had difficulties receiving an itemized bill. While Millian Aire does not provide itemized bills,we utilize flat rate pricing, which is the national standard in the **** service industry, we submitted to you an itemized breakdown of the project. It's important for Millian Aire to address your concerns and provide a satisfactory resolution to the issues you have raised. As a customer, you have the right to receive a full explanation of all charges and services provided. I apologize for any inconvenience caused by the communication issues you faced. Our supervisors are committed to ensuring all customers are satisfied. We have made numerous attempts to schedule the two minor items that you have concerns with but have been unsuccessful, we will work around your schedule to come out and address these items when you are available. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was not able to turn the heat on and called the company. Service call was *****. It is recorded. Technician ****** came in very friendly and promised to do a thorough check of the unit and said he found the problem the blower motor in the air handler needs to be replaced cost could be $2.500.00 but let me call the ********* came up now with $1.500.00 a great saving. But pressured me all the time to buy a new unit and apply this money towards it. I refused and he said ok we will order the motor and will install it. A very easy job. He wanted to paid up front and I refused. I never pay up front ever. Then he wanted the money for the service call now it was $90.00. I said I was told the lesser amount and so I called the company and they apologized. Talked to a manager ***********He was very nice and said the technician should not have pressured me to buy a new unit and he would call me later. Then a new manager called me and tried to pressure me into buying a new unit because other things could break down and there would be more expenses. I refused but was very upset and my blood pressure was rising. Called the Company again to speak to ***** and believe it or not his whole demeanor changed and I was advised to buy a new unit and apply the money towards it, because they do not guarantee anything. I am really upset how I and my husband were treated by this ******** ************* and I believe our age had something to do with it, to scare us into buying a really expensive unit and all we wanted was a repair. I will never ever call this company again. I dont trust them and I think they are dishonest. How can they charge almost $1.600.00 for blow motor in the air handler. I believe there are better companies out there.

  

  Business response

  01/24/2023

  We are sorry that you had a bad experience with our company. Our intention was never to sell you anything more than what you need. We pride ourselves in taking care of our customers, and one of the ways we do that is by providing our professional opinions to our customers. In your case, your unit was installed in 2006, making it nearly 17 years old. In our experience we have seen that replacing any critical part in an AC unit that is older than 11 years old can end up costing you more than simply replacing the unit. As sometimes, the older parts cannot keep up with the newly installed parts and could cause more damage. We could not, in good faith, install a brand-new part in your system without educating you on your other options. Additionally, we apologize for the misunderstanding regarding the $79.99 charge and the $89.99 charge. There was miscommunication on our end that did not account for the fuel charge that is normally $10. We understand your frustration and apologize for any misunderstanding that we may have caused. We know that ultimately it is your decision on how you want to proceed with the service, whether that be replacing or repairing, we are here to help you. 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Fairly new air conditioner (1 1/.2 yr) stopped working ( I live in Florida) I lost work $2000 because i work out of my house also with bookkeeper and it was too hot to sit here. The company sent a technician over the next morning he checked things over and told me the compressor is bad (parts are under a 10 yr warranty Est cost just for the Labor $1.643.Here is the complaint 1) First I did not need a compressor, because of their negligence and desire to steal money they came up with a false diagnosis. I know this now because after two weeks of sending documentation to the Manufacturer for assistance and speaking to other Air Cond companies looking for an estimate. Two items surface one is their estimate was more than double what another company would charge for the labor, 2nd two other Tech in 5 minutes said it is not the compressor. I have contacted Millian Aire the installation company owner and sales manager first by phone and email and then sent them a certified letter. I never heard the slightest response of any kind. A minor part is needed that caused the Freon to leak out, which is out of stock, however when the tech added freon the system works but not for long. Now my problem is going on one month tomorrow since i discovered my system was not working. In Florida it is dangerous to not have air Cond because of the humidity which can easily form mold and ruin your house. Had they not made this erroneous irresponsible diagnosis I Would have the system probably working by now, but as a result i assumed they were correct and looked for remedies base on their incorrect diagnosis

  

  Business response

  11/29/2022

  We returned to the home to diagnose the issue, and found that it was the coil that was the issue. We quoted the replacement of the coil, but the customer did not elect to have us replace it at this time. 

  Customer response

  11/29/2022

  
  Complaint: 18412045
  
  I am rejecting this response because:

  After I made my complaint to BBB
  The company  rep from Milliane-Aire contacted me by email. After I responded to his email he called me on the phone.  He said he was trying to reach me. That’s what I call a big Lie he never tried reaching me
  
  I let them send a tech over to verify their error and of course they agreed with what I already knew. So I wrote back to this Patrick customer rep and said what is your point for coming over here? You gave me no consideration whatsoever, and gave  me the same estimate for labor as before, still  double with another company, would charge not even an apology for their  gross negligence.
  
  They are not even aware that the part needed… is not Available from the manufacturer. I have another company which  is following up with the manufacturer trane.
  
  My thinking is had they gave me  the proper diagnosis in the beginning the part needed may have been available or I could’ve taken other remedies to at least partially alleviate, going without air conditioning in Florida
  
  It took several weeks for me to determine that I did not need a compressor because I was thinking of which direction to go in and I decide and to get other estimates and that’s when I found out everything
  
  The Major point is I want my lost income not a refund for the unit. And is it strange I am getting so much help form a strange company, and never even a response form the owner of Milliane until the BBB contact them. The other company gave me some freon to make the system work until it leaked out, because of the broken part and they brought a portable air conditioner over to my house.Andd i can call get one of the owners to answer the phone at all times 
   I do not know if I can mention the other company's name  ***********
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Millian air installed a brand new ac for us 3 years ago improperly and we have had at least 20 service calls, a few times they left us for more than one night without ac, we also found out that they never finished the permits w the city probably because it would not pass. Its been h*** and they want more Money to fix the problems. Now we think they have blocked our phone numbers. My ceilings are damaged now and I would like to speak to the owner *****************.

  

  Business response

  12/12/2022

  Millian Aire did install the new system on 3/8/19 and have had multiple calls for service at the house since then. At the time of installation,we recommended getting new duct work, but that recommendation was declined. These calls were due to water in the drain pan and the drain line being clogged. We installed a condensate pump at no charge to try and overcome the drain issues,but again recommended changing the ductwork. We believe, since the beginning,that the increased static pressure due to issues with ductwork was causing the drain line issues. Our recommendations werent followed, and it led to continual drain line issues. 

• Initial Complaint

  06/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/5/2022 I called Millian Aire AC because my AC was not cooling properly. A tech came out, ran some tests, and told me my refrigerant was three pounds low. The unit had a 4.1 pound capacity. To refill my system, the cost would be $405. He offered to do a leak search for an extra $289.00 which I declined, but I did purchase the refrigerant for $405. The next day my AC was still not cooling so I called Millian Aire back out. This time the same tech told me he would need to replace my coil which was leaking. He said the coil may be covered under warranty, but the labor, which could be $1000 or more, would not be covered regardless. I pulled my AC warranty paperwork and saw the company who originally installed the unit gave me a five year parts and two year labor warranty. The AC was less than two years old. I called the original company who sent a tech out. The tech told me I did NOT have a leak and the reason the unit was not properly cooling was because my vents were aimed at the ceiling. Also, the control unit was not set correctly for proper cooling. I called Millian Aire AC the following day and asked to speak with the Service Manager, Pat O. I explained that the company that did the original installation told me I did not have a leak. After some tense discussion, he offered to send another tech out to prove to me I had a leak. I agreed. A different Millian Aire tech came out and, using his leak detection equipment, tested my system and told me there was no leak. When I called Mr. O. back, he told me that it was probably a pin hole leak that couldn't be detected by equipment. Now a month later, my system is cooling properly with no new coil or additional refrigerant. I believe the Millian Aire AC tech charged me $405 for refrigerant that was not needed. I want my $405 back, and I want the owners to know Mr. O., spoke to me in a condensing way and does not represent their company well. My invoice is attached.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/10) */ We apologize for this situation. When the technician came out, he found the system was low on refrigerant. In turn he added 3 lbs of refrigerant to get the system back to where it should be. Our technician believed there was a leak in the line set, since these are closed systems and should stay at the same level of refrigerant. When a second technician came out he could not find a leak. However, by adding the refrigerant, we were able to fix the problem with the cooling of your system. We understand that you had a warranty with the company that installed it and would like us to honor that. However, refrigerant is normally not included in any parts warranty as it is the result of something else breaking. We'd like to offer back $150 to allow us to still cover the cost of the refrigerant we used to get you back up and cooling. Please let us know if this is an acceptable solution. Thank you, Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did Millian Aire even read my complaint? After their technician claimed to have added three pounds of refrigerant to a four pound system, the system still did not cool the room properly. When the technician came back the next day, he told me I needed a new coil because it was leaking refrigerant. Then I called the original AC installation company a few days later. The AC was less than two years old. Their tech showed me the vents and controls were not set properly. Once they made the adjustments, the room started cooling properly the following day and has worked fine ever since. I'm just glad I got a second opinion before Millian Aire's tech sold me an expensive new coil. The report (INVOICE) from the original AC installation company is attached. By the way, I had purchased three complete AC systems from MillianAire and have maintenance contracts on four AC systems with them. Millian Aire must be trying to protect their reputation at the expense of their customer. I do not accept their partial refund and implausible explanation that putting three pounds of refrigerant in my AC unit "fixed" my leak.

• Initial Complaint

  09/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchase Date 01/06/2021 HVAC Trane 5tonTEM6, 5TON XR15 Company sold oversized unit that cause issues to my home .Mildew and possibly Mold; Seven months working to resolve matter and the company finally exchange unit to a 4ton Trane but I continue to have issues at the air handler.The mastic on the air handler has disolved due to the high moisture in supply plenum.The aluminum tape is revealing. The UV light was not install ! I have lost the trust in the company due to the hardaches in these seven months.Every time a technician is schedule to provide a service either he was not properly informed of the job to preform or not provided the tools necessary to perfom the job leaving the US to wait and reschedule another appointment. Here I continue to wait for a proper resolution on the moisture of the outside supply plenum. The CO. has failed to provide customer satisfaction.Requesting a complete resolution and to regain company trust without further issues with an extended warranty.

  

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/20) */ Thanks for reaching out. I can see that you filled this a couple of days ago, but we just got it. I just spoke with Jason K., our Installation Manager, and he told me that he was able to resolve all the issues this morning. I apologize for how long it took to remedy your issue. If there is anything that is still outstanding, please let me know.

*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. ↩