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

  
• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  209 3000 Riverbend Dr Coquitlam, BC V3C 6R1

  
• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  105 620 8 Ave New Westminster, BC V3M 5V7

  

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:24/01/2024

  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.

  Miles plumbing (aka milani plumbing) did not repair my water leak but saw it fit to charge me almost $500 for doing absolutely nothing. Their tech was in the house for a total of 5 minutes. He didn't have the part in the van and "***** ****** **** ******* *** *** ****". This has **** written all over it as they asked for my credit card to secure the after hours appointment. Super plumber did not do this Miles ****************** stated that their technicians do not get parts from retail outlets yet the tech i had allegedly "***** ** ****** ******** *** ******** ****" looking for parts. This was the holiday season holiday, December 31, so many stores were closed. After the tech left I was able to find the part online at ********** in a matter of minutes. I was also under severe duress as i have two small children and a lack of running water is a huge issue and I feel like i was taken advantage of.I verbally agreed to an emergency repair with the expectation that reasonable care and skill commensurate with industry standards would be used to complete the job.Super Plumber came the next day, had the very common part (3/4" end cap) in stock and had the job done in half an hour. They gave me a quote before starting the job and payment was made after successful completion of the repair.In summary I believe Miles plumbing to be in violation of their promise to repair due to the following:- technician driving around to retail outlets looking for parts when their management stated they only acquire parts from plumbing distributors.- incompetence of technician/company. Failure to keep a very common part in stock in the repair van. - technician incompetence part 3. On the (unsigned invoice) the tech wrote that he was searching for a 1" to 3/4" reducer when it was a 3/4" end cap that needed replacing. He wasnt even looking for the right part. I personally showed the tech that the water was coming out of the end cap.- There was no contract signed.

  

  Business Response

  Date: 22/02/2024

  Milani had reached out and succeeded on one occasion to discuss the matter but unfortunately the customer cut that conversation short. ********************** has reached out by phone and e-mail and have received no response to continue the conversation to rectify the situation for the customer, we encourage them to please call our office at ************* so we can assist.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: Milani did call me after their visit but not attempt to resolve the situation. I was met with an argumentative manger who offered no solutions, only telling me that i was wrong and that their bill was enforceable.  I did not voluntarily pay the bill, they charged my credit card without my authorization. I have submitted a claim with my credit card company as well. I was told by the milani booking agent that the credit card was only required to send the technician out, I have hired two plumbing companies since this incident and neither required a credit card in advance.  Milani plumbing took advantage of me when i was desperate to have running water for my two toddlers in the middle of winter. 
  

   

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

  

  Business Response

  Date: 27/03/2024

  The customer had sent a demand letter related to a CRT claim, our legal department has responded to them and have yet to receive a response. While we do wish to resolve amicably we encourage the customer to respond to the e-mail so an offer can be given to work towards a resolution.
  
  Kind Regards,

  Customer Answer

  Date: 02/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  What milani said in their response is untrue.  I did respond to their lawyers email, which is attached.  They rejected my crt demand letter and offered no alternative methods for resolution.  The acceptable resolution would be a refund for the money they stole from me.

   

  It is just one lie after another with this company.

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

  

  Business Response

  Date: 15/04/2024

  Without Prejudice
  
  We have understood the customers concerns and, while we disagree, we are willing to settle this matter for the amount of $236.25. If the customer agrees to this settlement a refund of $233.10 will be reimbursed to their original method of payment.
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 22/04/2024

  
  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 **** accept the partial refund of $236.25.
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:15/01/2024

  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.

  I needed a plumber to replace my drainage stack. I called Milani and asked them if this was something that they did. The dispatcher said that they do indeed handle drainage stacks. We arranged for a time for a Milani tech to come over and look at the stack. He looked at it extensively and said that they have a projects manager and that their projects team could indeed handle the replacement and that he would need to go back to his van and talk to his supervisor and the manager. He spent a good 15 minutes in his van and came back and said,1. the projects manager didn't want to take the job 2. the projects manager said that it was a mistake for the dispatchers to even have sent a tech out to look at our problem 3. the projects manager would be telling their dispatchers to NOT send techs out to look at replacing drainage stacks in the future 4. they would still be charging us the $225 call-out fee even though it was their mistake!I paid the $225 fee because I didn't know what kind of legal jeopardy I could be in - I *did* after all agree to it based on the dispatcher's assurances. And I don't want Milani to be registering a lien against my property to collect this (I have no doubt that they would have done this). I don't mind if Milani doesn't want to replace my drainage stack - obviously they're free to take or pass on work. I don't even mind if they charge me in the process of giving me an estimate for work that they *will* take - time is valuable and I can appreciate that. What's really shabby and, frankly kind of a dishonest way of doing business, is sending the tech out mistakenly (regardless of my explicit description of the work), realizing that they made a mistake, AND STILL CHARGING ME FOR THEIR MISTAKE!

  

  Business Response

  Date: 06/02/2024

  Milani has spoken to the customer and come to a mutual agreement to resolve the matter.
  
  Kind Regards,
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

• Initial Complaint

  Date:19/12/2023

  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.

  Called Milani Plumbing to provide annual service on our ****** system and to troubleshoot a lack of heat in our upper rental unit on Oct. 26 2023. When asked if they service ****** units, Milani said yes. We found out later that they were not on the list of certified ****** experts. The service person came and did restore the heat to our upper unit however did not do an annual service as requested- we were charged 366.68. Our upper tenant checked the ****** system in our lower unit immediately after the service person left and discovered that it was leaking. We called Milani to let them know and a service person never came until November 2nd 2023. In the meantime we had to control the leak with a bucket and towels. On November 2nd we were charged 578.55 for a second visit to stop the leak from the first tech. Milani did not send a certified ****** Technician-they sent a plumber the second time around and the unit still needed its annual servicing. Milani came a third time and he ended up flooding the floor of the room because he didn’t switch off the water to the unit before releasing the filter plug. Had I not been there to switch off the main water for him this would have been a disaster. They wanted to charge us for that visit too but the plumber did not feel he could charge us as the problems /issues were caused by undertaking a job where they had no expertise. As a result we were forced to seek another company to undertake the annual servicing of our ****** unit. Fortunately, this company was available and came the next day. The technician was a certified ****** technician. He had the knowledge and expertise to service our ****** unit and he discovered that the air filter was completely blocked with organic debris (leaves, needles etc…). Milani should have discovered this on the first service call. We’ve been calling Milani x 6 weeks for a full refund of 578.55 for the second bill. They are willing to pay half. This is unacceptable for work not done.
  

  

  Business Response

  Date: 04/01/2024

   

  Milani has discussed the customers concerns with them and come to a mutual agreement to resolve the issue. A partial refund has been submitted and the customer will see it in the coming week.
  
  
  Regards,
  
  
  Nicole W********
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 04/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:18/12/2023

  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.

  I requested the services of Milani Plumbing to clear a blocked outdoor drain pipe. The dispatcher I spoke with (********* ***** *** *************) phoned me to advise of the plumbers arrival time and told me the plumber had advised her the pipe would probably need to be flushed. At no time did the dispatched tell me the plumber they were sending out did not have the equipment he needed to do the work. He arrived, spoke with me for twenty minutes (telling me the dispatcher knew he didnt have the equipment) and left without doing anything. Milani sent out another technician with the correct equipment three days later. They preserve audio recordings of dispatch calls and say I agreed to have the original technician come out, which I did, without knowing he did not have the needed equipment. I am left with bills for two service calls totalling $600, $200 of which was for the first, unnecessary, service call. A representative I spoke with on the same day as the original service call acknowledged that people (their dispatcher) make mistakes and it would be sorted out but since then they have insisted the fault lies with me. After numerous conversations with their Customer Service Supervisor they gave me an approximately 20% discount on the unnecessary service call which I have not yet received. They are charging me $160 for their error.Based on my experience and a review of other complaints filed with BBB I recognize that Milani does not take responsibility for their errors and consistently finds reasons to blame their customers for any problems which arise. I will not be calling them again and I will steer others away. They are ********* **** ********** ** ***** ****** **** than in treating their customers fairly.

  

  Business Response

  Date: 22/12/2023

  I have spoken to the customer and offered an additional discount to their first bill of $215.25, which they have accepted. The customer will see the refund on their end within a week.
  
  Regards,
  
  Nicole W******
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

• Initial Complaint

  Date:15/12/2023

  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.

  Date: 7th December 2023
  Called for diagnosing issue with furnace that was not operating
  
  Milani technician came and diagnosed that the circuit board for the furnace is fried and not operational and needs to be replaced
  
  Going on a hunch from my neighbour who is a handy man he has mentioned that it may be wiring issue so I called an electrician and by changing the main power wire to the furnace the same furnace with no parts replaced changed or added is now working
  Which means the technicians diagnosis was not only incorrect but ********** as he has tried to **** ** to get a new furnace and not repair the current one
  I was also quoted over 600 dollars for just parts and added labour to install them on top for repair and even then no guarantee the furnace would work “as it is an old furnace”
  
  Not happy as this amounts to ******** ******* and we’re supposed to trust these people as they know more about these systems than the average person
  
  Almost made me spend multiple thousand dollars had I not been a little careful
  Just looking to get back what we paid them for the incorrect diagnosis as this is not fair
  The same part that was supposed to be fried is not working perfectly
  
  I tried to reason with the manager Sonia but she says I now have to disprove that her technicians diagnosis is incorrect
  This would cost me further and there’s no guarantee they will recoup me for the initial cost
  
  Please help it’s not about the money as well, they are doing wrong by people and it should not be acceptable for a business of this standing to be doing this and getting away with it
  
  I would have also had to wait for parts and remained without heat for a duration of ten days as advised by the Milani parts department
  
  Thank you
  *******
  *** *** ****

  

  Business Response

  Date: 08/01/2024

  Milani has spoken to the customer and come to a mutual agreement to resolve the concern.

  Regards,

  Nicole W***
  Milani Plumbing, Heating & Air Conditioning
  
  p: ***** ********
  
  w: *************

  Customer Answer

  Date: 08/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/12/2023

  Type:Billing 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.

  A tech was called to check my heating system. The guy came for the first hour and stayed for 35mins charging $225. That is the rate for their first hour visit. Then he had to come back as he needed to change the regulator as he did not have the part. He told me that his repeat visit would be half price and hence had him come back 3 days later and noticed that he stayed for 4 and a half hours and charged $195 which is not half price. When called the company they said that the tech might have not said the right thing and that they will talk with him. They said that he might have given the wrong information which is why I called them back or else i would have called another plumber to fix the issue who would have not charged ridiculous amount. This is unacceptable as I based my decision on information that was not correct. Please I would like this rectified or else I am going to have to make this matter public which would not be beneficial to the company.Thank you

  

  Business Response

  Date: 15/12/2023

  The technician offered a discounted rate for the return which is standard that Milani offer return visits at our continuation rate of $195.00 for the first hour. When the customer expressed their concern to the office regarding this price it was reduced from $195.00 down to $158.00, we do not have a rate lower then this to offer and this discount would stay as is.
  
  Regards,
  
  Nicole W**********
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

• Initial Complaint

  Date:01/12/2023

  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 hired Milani to install a new furnace. It was installed on November 7th, 2023. Issues are, they made two large holes (10"x14")in our garage ceiling to put two 3" exhaust pipes through and didn't repair the drywall. When I mentioned it to them, they said drywall repair wasn't in the quote. I said, we were told two holes would need to be made to fit the 3" exhaust pipes through not two huge holes. Now we have our insulation exposed and beams exposed for absolutely no reason. They botched the exhaust pipes and our roof repair. The furnace itself knocks every few seconds when it kicks in. In looking into it I was concerned there was a problem with the instillation. Emailed with Nick at Milani who said the technician coming out could help identify what its from. I have followed up several times via email for a date or a plan to complete the project. No answer. I put a stop payment on the final balance due of $4,164.75 on Nov 9th. Its now December 1st.

  

  Business Response

  Date: 28/12/2023

  Milani has spoken to the customer since and sent installers back to the home to look into the sound, we are working on a solution for the customer and have communicated this to them.
  
  Regards,
  
  Nicole W************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 28/12/2023

  
  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,
  
  *************************

• Initial Complaint

  Date:20/11/2023

  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.

  On 04 November 2023, my 98 year old aunt contacted Milani due to a clogged toilet in her suite #*** of an older high rise building near Oakridge. The plumber attempted to clear the blockage with a toilet auger which damaged the toilet in the adjoining suite #*** as described on the attached invoice but blamed the presence of a double Tee connection. Inexperience, ignorance, or lack of knowledge is no excuse for release of responsibility of damage caused by the actions of their plumber. When discussed with members of the building strata, they were assured that there would be no bill for the replacement toilet in #*** as the damage was caused by their plumber. They consequently, charged my aunt for the work in #*** $1168.82. I contacted the Customer Service Supervisor(Sonya) and the Customer Service Manager(Heather) and they refused to refund the charge for my aunt as they claim it is a plumbing code issue and not the fault of their plumber. This is entirely unfair to my aunt as it is not her fault that the plumber damaged the toilet of #*** and feel she should not be charged for that work.
  

  

  Business Response

  Date: 01/12/2023

  Milani has discussed the bill with the customer and explained the situation. Milani has reduced the bill significantly as a customer service gesture as we do understand the damage to the toilet was not the customers fault, however it was not the technicians fault either as this was due to the drainage set up in the building. The pending bill is not paid and requires no refund, currently it requires payment for the reduced amount which per the conversation is agreed to be paid.
  
  Nicole *********
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Although the charges have been reduced, the issue remains that my 98 year old aunt was charged for work done on a neighboring suite as a result of damage caused by the actions of their employee.

  I believe Milani should absorb all the costs of fhe work in the neighboring suite.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/12/2023

  Customer received a very generous reduction of over 50% off her bill, there is no further reduction to be given.
  
  Regards,
  
  Nicole ********
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This bill is not my Aunt's bill, but a bill for work in the neighboring suite to correct damage admittedly caused by the actions of their plumber.

  Although this bill has been reduced, I don't believe my Aunt should be responsible to pay for the neighbor's toilet.

  Again,  since their plumber caused the damage, Milani should pay for it. Lack of knowledge of the building, inexperience, or undue care are not valid excuses.

  It appears that Milani intends on charging my 98 yesr old Aunt anyway, but I am not pleased with the outcome. 

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

• Initial Complaint

  Date:20/11/2023

  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.

  ORDER ID ******** Our experience with Milani to install a mini-split heat pump is an absolute nightmare!The installation was supposed to be done and completed on April 5. When the electrician arrived, he said instead of wiring the unit from our main electric switch box, it's equally fine to do the wiring from an unused thermostat outlet (which is half-way between the switch box and the unit). When the installation was done, Milans technicians found out that the electric voltage or current has problems.On April 10, another technician came and after checking for about 30 minutes, he said it's the problem with the machine itself and therefore it has to be replaced,On April 26, another electrician came. He said the wiring should be re-done from the switch box. On the following day, some one from Milan called saying that an electrician will be sent to re-do the wiring but the cost, about $800 to $1000, will be paid by us. I made it very clear that we shouldn't be responsible for any additional cost. A few days later, she called again and scheduled a date for the re-wiring confirming that we wouldn't have to pay any extra cost for this.On May 9, an electrician came and finished the re-wiring. We were excited that we finally will have an AC, just in time for the arrival of a heat wave.However, when we started to use the A/C on May 15, water was dripping from the indoor unit. Fortunately we were not sleeping and cleaned the floor right away. After calling Milani, the problem was fixed the following day because there was a problem in installation. We also pointed out to Milani that the pipe of the indoor unit was not properly sealed.The problem was finally fixed on June 9 and at our request, Milani agreed to extend the labour warranty from two one year to two years starting from June 9.To our big surprise again, when the City of****** came to do the final inspection on August 9, they found three defects in the electrical wiring and the work is subject to reinspection.Milanis electrician came on Nov 17 (we were out of the country for three weeks in October) and after spending two hours, he claimed that the problems have been fixed. We hope that it will pass the re-inspection.We cant understand how an established company like Milani can fail an inspection and the installation of a heat pump can have so many problems. We paid Milani over $10,000 to install the unit and after so many visits from them, have now totally lost our trust in the quality of work of Milani.

  

  Business Response

  Date: 08/12/2023

  Milani has tried to reach the customer and received no call back.
  
  The inspection did pass on August 9th and I have the documentation to show this. The request from the inspector was a document from the manufacturer of one of the components we used, this has been submitted to the inspector.
  
  Regarding the request for an extended warranty, the warranty was extended from one year to two years already and the start date was changed from the April install date to the June date where the line set issue was corrected. Being that the August visit was from the city inspector and he passed the inspection that day we will not be offering an additional extension to the warranty.
  
  Regards,
  

  Nicole W************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: the inspection report, which I also have a copy, listed three deficiencies, not one as mentioned by MIlani:

  1) Provide mechanical protection for wires under the door threshold plate
  2) Provide documentation for moulding approved for such use
  3) Identify current carrying conductors at all points

  This is further confirmed by the fact that Milani's technician spent over two hours in our apartment trying to fix the problems. If the inspection was 'passed', why did he come and what did he do in our apartment?

  According to the City, a re-inspection is required. Until Milan's pass the re-inspection, I won't accept that the project itself is satisfactorily completed.

  Moreover, my complaint is about the quality of work/service of Milani. Nothing was done right the first time. Milani has to visit my apartment about ten times. This caused us a lot of inconvenience and anxiety. Being a customer, the experience is horrible!

  By the way, neither my telephone nor email mail box has received any messages from Milani.

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

  

  Business Response

  Date: 19/12/2023

  The inspection report clearly states under status Passed and the points listed by the customer are mentioned on the report under General Comments. There is nothing about deficiencies mentioned in the report, this is because these are not non-compliance issues when it comes to code.
  
  Milani has returned and made the adjustments, inspection can be scheduled any time but customer has asked to wait until the new year. The warranty extension that was already given extending it from 1 year to 2 years still stands.
  
  Regards,
  
  Nicole***********
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 26/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: regardless of whether the inspection report stated passed or not, the fact is there are three deficiencies in the installation. That's why Milani sent a technician and spent two hours to fix them. That's why a re-inspection is required. Even in Milan's own email of Nov 9, it said:

  Hi ***,
  
  That email is to confirm we have scheduled the visit for electrician on Thursday Nov. 16th    between 8am and 10am to fix the deficiencies the inspector found.
  
  Best,
  
  Marta*****************

  This is actually the last straw which prompted us to file a formal complaint. The whole experience is terrible - Milani has to come almost ten times to fix all the problems. Nothing was done right the first time. It's costing us time and inconvenience and our trust of the company. It shouldn't happen to a well-advertised company like Milani.
  

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

  

  Business Response

  Date: 29/12/2023

  As previously stated Milani has returned and made the adjustments, inspection can be scheduled any time but customer has asked to wait until the new year despite us trying to get it booked in sooner.
  
  

  Regards,
  
  
  Nicole************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because Milani did not provide any redress of our complaint. The series of problems like water dripping from the indoor unit, the unit couldn't operate properly after installation and several electrical deficiencies identified by the City resulted in visit after visit. It's costing us extra time and a lot of inconvenience. We spent over $11,000 to install one single mini-ductless heat pump and these things shouldn't have happened. As a compromise, we are willing to accept to change the two year warranty to start from the date of a successful re-inspection by the City**********. 

  We think it's not unreasonable to schedule the City's re-inspection after the new year because of the holidays. It's now been scheduled for Jan 10.  

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

• Initial Complaint

  Date:20/11/2023

  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.

  On August 29, 2023, Milani started the installation of a heat pump and a tankless hot water system at our townhouse in South Vancouver. The total cost of their services so far has been $33,863.35. We were guaranteed the work would not take more than two days to complete. We are now three months into it and still do not have a completed installation. The heat pump that Milani sold us was not installed to code as it exceeds the electrical load capacity of our house. At no time did Milani check our current load in the electrical room, but instead decided to go with the size of the fuse installed inside the house which is not an indication of the current we are getting to the house. For this reason, it failed the City's inspection. Milani's solution was to install a load share device which makes the heat pump shut down every time the electric range is used. What this device did or was connected to was never discussed with us prior to the morning of the installation. This device makes us lose our only heating system at least three times a day, the house loses 3-4°C each time we cook. The heat pump then takes over three hours on full blast to return to the set temperature, therefore increasing the wear and tear on the unit as it is constantly having to work harder. Milani takes no responsibility for this and demands that we pay $2,247.50 plus GST for the installation of the load share device to "fix" their mistake. We expected a company of their size, history, and “experience” to have spent more time researching solutions to this and to offer us other options rather than going with what seemed easier for them. We are refusing to comply, and we have hired another plumbing company to fix this issue and to install a gas range in the kitchen to remove the need for an electrical load share device. The cost to fixing yet another mistake from Milani cost us an additional $3,813.71. This is only the latest issue from this process. A detailed *** is attached.
  

  

  Business Response

  Date: 23/11/2023

  I am in contact with the customer and we are working on a solution, currently Milani has offered to reduce the time delay for the load share device which is currently preventing the heat pump from turning back on instantly, this way the load share stays to meet city requirements. We are working with the city to see if they will approve what the customer has proposed alternatively with pulling the electric stove out completely, this is not up to Milani but up to the city because she has shared power amongst her complex.
  
  Kind Regards,
  
  Nicole ********
  
  Milani Plumbing, Heating & Air Conditioning

  Customer Answer

  Date: 24/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: the time delay was never the issue. Moreover it is the fact that Milani has installed the heat pump not to code. They never checked the electrical load on our townhouse which is clearly displayed in the electrical room, and therefor we now require a load share to pass the inspection.

  If Milani had done their job correctly the first time around, they would have told us about this prior to installing anything and given us alternatives to choose from (ie: electric range conversion to gas, full electrical system upgrade, and so on). And if the load share was the only solution for us to have a heat pump we would have never gone ahead with the project until our electrical system was upgraded.

  We are now stuck with a less than ideal installation which is more of a downgrade than the old gas furnace that it replaces since now we lose our only heating system when cooking. Additionally, Milani wants us to pay to fix this major oversight on their part. We should not be responsible for this extra cost.

  Nicole is indeed attempting to negotiate a better solution for us. Unfortunately I suspect that ultimately they still want to leave the load share in place by attaching it to the dryer instead, and have us pay for it because it is the easiest route for them. We will not accept that option either.

  It's time Milani takes full accountability for this ordeal once and for all.

  

  Business Response

  Date: 08/12/2023

  The Heat Pump was installed to code based on the customers electrical panel, what caused the issue was the low amps shared amongst the complex which was not something we were aware of and is out of the norm to be so low. The city required the load share due to this which has been installed and the city is ready to approve it as is with the load share.
  

  
  The city has offered an alternate option to apply for a special request to have it done without the load share to allow the customer to remove the load share, due to the fact they have removed the electric range and put in a gas range. Milani has filled out this document and submitted it to the inspector, the decision is in the City’s hands and we have installed everything properly per citys request.
  

  
  My offer still stands that if they allow removal of the load share Milani will do so, however if they do not the price will stay as is which was previously discounted and we can look at reducing the time delay.
  

  
  Regards,
  

  
  Nicole *******
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************