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.

  209 3000 Riverbend Dr Coquitlam, BC V3C 6R1

  
• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  105 620 8 Ave New Westminster, BC V3M 5V7

  
• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  3433 E 25 Ave Vancouver, BC V5N 2V8

  
• 

  Milani Plumbing, Heating & Air Conditioning Ltd.

  10581 King George Blvd Surrey, BC V3T 2X5

  

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:08/11/2023

  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.

  Regarding the water backflow in the basement of my property. I called Milani company for the main sewer service to clean the clogs in the pipe on Oct 09th, and the technician came and the job was done on Oct 10th,2023 (job#*******, invoice#******). The technician didn't do anything to clean out the main sewer pipe instead of using the" snack" to clean the 2" clean-out pipe in the basement. So the water overflowed again after 4 days on Oct 14th. I have reported to Milani's company manager, and she arranged another technician on Oct 16th,2023 (job#*******, invoice#******). After checking the pipes with the camera and using the "snack" to clean the clogs from the same 2" clean out ( same clean out as the previous technician), I have been charged for another 4 hours bill for this job again. After 3 days, the water overflowed again on Oct 19th. all the Basement flooring and furniture have been damaged. I consulted the city engineering department, the problem is that l need to find out the 3" to 4" inch main sewer pipe cleanout to solve the brock problem. I called back Milani Plumbing Company customer service and sent them the email to file a complaint, As both jobs were not done properly and not professionally, in fact, the problem kept coming up in 3 to 4 days so it caused further damage to our furniture and property. However, to date, nobody replied to my email.So I kept contacting them by phone, only received a call back named Header who told me she was the customer service manager, but she kept saying nothing wrong with their work and their charge was fair to me. They have been called twice to charge me over a thousand to do the same thing ( do the service from 2"clean out) but not solve the problem as it's water backflow from the main sewer pipe. But they insist nothing is wrong with them. It's not professional for both the technician and the customer manager. Poor customer service manager and dropped my call at the end.

  

  Business Response

  Date: 24/11/2023

  Hello,
  
  We appreciate the opportunity to address the concerns raised by the ******* regarding the drainage service provided on October 10th and 15th.
  
  On October 10th, Milani went out to clear the laundry sink line as requested by *******. Subsequently, on October 15th, ******* reported a recurrence of the laundry sink backing up, and she was phoned by Heather who offered a discounted rate for further services, including a camera inspection of the sewer line.
  
  On October 15th, a technician was onsite for 4 hours. This time included a camera inspection, a cleanout being installed, and the line cleared. On October 20th ******** sent an email that she has experienced backups again and was requesting a full refund of the service. She was phoned back by Heather who explained to her that the technician that attended on October 15th was only able to camera half the sewer line as his camera was unable to reach the full length, however he did note that he was able to clear the entirety of the line. We proposed a discounted return for a full camera scope to identify any remaining issues, and potential breaks in the line. The sewer line had been cleared by the same technician in previous years with no issues, which is why a break in the line is now suspected. ******* insisted on a full refund before allowing any additional work. We explained that without a complete camera inspection to determine the root cause of the issue, we lack evidence of any inadequacy in the initial service however we would be happy to review the invoicing once a further inspection is done. ******* did not agree to this plan, and after close to an hour of discussion the conversation was ended and ******* was advised that if she does wish to have further investigation done we would be more than willing to assist.
  
  We stand by our commitment to resolving the issue through a comprehensive examination of the drainage system. We are ready to provide further assistance, albeit at a discounted rate. Until a thorough inspection is completed, we cannot validate the need for a refund.
  
  Nicole*********

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

  Customer Answer

  Date: 27/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I called Milani Company for water backflow in the basement laundry area. As this property close to the boulevard which has water backflow problem from main sewer line many years. I have been told by the previous owner has called Milani company for the main sewer line service every year when she was live there. We called the Milani Company on Oct 09th 2023 for the main sewer line service as the water backflow again in the basement this year. We didn't call for the laundry sink backing up. Also, It can be tell when your technician came on site and see the water backflow on the floor but nothing backing up form the laundry sink.  As replied, The technician went to clean the laundry sink but not for the main sewer line problem on Oct 10th 2023. So the water back flow again on Oct 14th, 2023. 

  I reported to Milani's customer service manager on Oct 15th,2023 and requested to send the technician come to fix the problem asap. I supposed as a good reputation company they will come back to follow up the problem for their job not by done properly . But I was been told I need to pay for their job again as they don't provide any warranty.  I was so disappoint, and the manager said they will charge me $158 per hour as discount rate. On Oct 16th,2023 , a technician came on site,  After cutting out the same  2 " clean out pipe for camera inspection,  the technician did find out there were roofs clog on the main sewer line from the camera.  However, he not do anything else to settle the main sewer line problem, also clean the same 2" laundry sink pipe which the previous technician has been done for 3 days ago but failed)  As replied, this same technician did come to cleared the sewer line with no issues in previous years by removing the toilet to find the main sewer line to clear directly. But he didn't it this time,  instead of the clear the 2" clean out pipe. so the reason I request the refund. He did not do the job properly even though he may know how to do it. 

  After 3 days, the water back flow again on Oct 19th,2023, it's been further damaged for our basement flooring and furniture as the problem has been not fixed properly after twice visit by Milani technicians . I called Milani company for a complaint and dropped my call at the end. I also sent out a email to file a complaint and requested a refund. But up to date still no one reply my email.  Until now the Milani company replied to the BBB complaint they did receive my email. 

  Base on the two technicians came for not did the jobs on the proper way to settle the problem, in fact keep making the problem happen and the further damaged. I request for the full refund. 

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

  

  Business Response

  Date: 28/11/2023

  Yes we have worked here in previous years and the issue every year is the basement laundry sink is backing up, which is what was documented during the call from ******** on October 10th 2023 that her laundry sink was  backing up. It has been documented every year that many roots are growing through the line and they need to be cut out annually, this resolution typically lasts the year but if it is no longer lasting then the situation is likely worse as over time it will worsen because roots grow more each year. Next step is to investigate further and  determine if a replacement of the sewer line is needed. Drainage is complex and because it is not visible to the eye it can require more then one visit, being this issue occurs every year shows us there are major issues going on that may need a different course of  action now. 
  
  

  The offer still stands if ******** wishes to proceed with additional work the discount for return investigation is still available, nothing about the work or findings so far warrants a refund as no errors were made.
  
  

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

  Customer Answer

  Date: 29/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: As replied,  many roots are growing through the main sewer line and need to be cut, that's the reason I called for service on Oct 10th,2023 in fact of the water was backflow from the groud overflow (see pic),  the technician came and cut the 2" pipe to create a clean out (see pic) to clear the main sew line roots what they have been found from the camera (see pic) ,  instead of clear the main sewer line from main sewer clean out . As they did not settle the problem properly made the water keep backflow on the groud and further damaged. 

  As replied, drainage is complex and not visible to the eye, so I have been agreed for your technician came back with additional investigation by the camera on Oct 16th, the problem have been found out clearly the main pipes has been clogged by roots and paper (see the pic took by Milani technician's camera ).  However, The technician spent more hours to do the same way as the pervious technician who came on Oct 10th did, not use different course of action. For both Visits, I have been charged total 4 hours to clear this 2" pipe and an additional hour for the camera and create cutout. It's non reasonable charge as they did not spent time to fix the problem what it is.  As both technician did not do it properly, made the problem keep coming back and more damaged. 

  In fact, I have been advised to proceed the additional work and investigation. But there was not different course of action from your company at all and made further damaged. 

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

• Initial Complaint

  Date:06/11/2023

  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.

  Milani plumbing and heating installed a furnace in my rental unit at *** *********************************************************** on October 12th. They were very quick at charging my credit card for the work on October 10th and 17th but now they do not want to give me a receipt for the work done. I will need it for warranty, and tax purposes. I am starting to wonder if they are a legitimate company or just a fly by night operation that just takes your money and runs. At least the furnace was installed and seems to be working.

  

  Business Response

  Date: 09/11/2023

  Hi ****
   
  
  I have looked into the matter and I see that it was sent on Monday Nov 6th, I do apologize for the delay in getting the final paid invoice over to you.
  
  
  Kind Regards,
  
  
  *********************
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca

  Customer Answer

  Date: 11/11/2023

   
  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:23/10/2023

  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.

  Date of Transaction: 09/25/2023 We called Milani for leak investigation. Plumber saw leak from furnace condenser, also said valve on hot water tank shut off leaked. On invoice wrote: "replaced shut-off and tested. No leaks."While here, the plumber also removed 2 C clamps screwed into tank that were put in to hold drain pipe from PW Valve on tank, and then he reinstalled drain piping. My wife was not consulted or asked if she wanted this work to be done. The plumber did not write this work down on the invoice nor did he did explain to my wife who was at home why he did this work. This tank was originally installed by Milani on June 8 2016.Later that evening we noticed that there was a significant water leak from the tank. We called Milani and they sent back same plumber. It was then he told us that it looked like the internal tank had sprung a leak and that it would need to be replaced. According to the plumbing company I hired to replace the tank, the reason the tank failed was that the screws had pierced the internal tank, but had plugged the holes, and removing them caused the tank to fail.Answers I am seeking: * Why would Milani drill holes into tank in the first place? The plumber stated it was not proper practice and could damage the tank * Why did the plumber remove the clamps without consulting, asking or explaining the work?* Why would he not record this additional work on his invoice, especially when it had nothing to do with any leak?* Why would Milani not take responsibility for faulty work in the first place and instead infer we did the faulty work ourselves.* This is not an issue of tank warranty. This is an issue of initial faulty work, coupled with unauthorized secondary work that resulted in the tank failure.

  

  Business Response

  Date: 10/11/2023

  Milani had offered discounts for a hot water tank replacement as a customer service gesture, customer declined and hired another company with the expectation Milani would reimburse for that cost. Milani did not agree to pay for another company to install a new tank nor should Milani based off an issue that is assumed to have been caused during an install 7 years ago. My plumber did advise and show the contact person on site the holes so they were aware of what they found. At this point because the customer has installed a new tank I have no additional offers.
  

   

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

  Customer Answer

  Date: 10/11/2023

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

  The response by the companies my is inaccurate and untruthful. Nor does it answer my questions 
  

  The holes in the tank were caused by the removal of four screws that were placed there by the original Milani installer. They screws were placed there to hold a drain pipe from the ** Valve.  
  

  The plumber  who came during the last visit was asked to investigate a water leak. He said the leak was due to a condenser problem in the furnace and a water valve on the Intake to the hot water tank. 
  

  The removal of the screws and reattachment of the drainage pipe was not related to the leak. The plumber decided to do this on his own accord. He did not ask if he should do this work nor did he tell her he did this work nor did he record this work in his invoice. 
  

  it was only later that day after the tank had failed and he returned  on an emergency that I asked him why he had done this unauthorized work. He said that the reason he had done this work was because the attaching of a drain pipe to the tank with four screws was an incorrect install.  He had no answer as to why he didnt explain nor ask for approval to do this unrelated work.  
  

  I told him that  it was my belief that when the screws had been drilled into the tank at least one of them had pierced the inner tank and compromised the water tank, but the presence of the screws kept the tank from leaking and when they were removed the tank failed.
  

  the company  I paid to replace the tank  inspected it and concurred that that was exactly what happened. 
  

  I would like answers to the following questions:

  why did the plumber do work that was unrelated to the service call?

  why did the plumber neither explain or ask permission to do this unrelated work?

  why did he not record this unrelated work in his invoice?

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

  

  Business Response

  Date: 27/11/2023

  Milani installed a tank in 2016 which was 7 years ago, it was installed by one of our most senior installers who would never have screwed into the side of a tank.
  
  Requested answers to the questions:
  
  He is a trained plumber and it is his job to find errors and correct them for the home owner.
   
  
  He explained to the person who was on site his findings and they did not advise to him any concerns at that time.
   
  
  Because it was not related to the leak and he notified the person on site.
   
  
  As a customer service gesture I can offer a refund  of $150.00 to the customer, this reduces the bill paid to Milani for $375.20 down to $225.20.
  
   
  Nicole W******
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: *************

  Customer Answer

  Date: 29/11/2023

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

  I'm honestly more than disappointed to see how a company that puts such high value on its reputation has treated us in the process.

  I would like to discuss the two issues we have had with Milani on this  file:

  1: The incorrectly installed drainage pipe  on the 2016 install-  the pipe was that was held by two clamps that were screwed into the tank.
  

  Mllani is the only company that worked on this hot water tank. The drainage pipe for the *** was incorrectly screwed into the tank by the Milani installer seven years ago. We have been told many different things about this job over the past couple of months.

  The technician who came most recently said Milani did not install it as there was no Milani sticker on the tank, but thankfully we had the invoice to show they did. The various customer service reps then said, depending on the person and the time we talked to them,  that the original technician did not improperly attach the pipe because he was a professional and wouldn't do it that, that we must have done something to it, or that some other company did, Milani has also implied that  that we can't prove they did it improperly, that it is to long ago in the past and they have said multiple times that the warranty was expired so it isn't their problem.

  We did not touch that tank, not did we have another company do work on it. It makes no sense, common or financial, to suggest we did. Had we noticed a problem we would have called Milani to address it, as both labour and tank was warrantied. It is disappointing to say the least that Milani will not even entertain the possibility that their technician, for reasons I can't understand, decided to drill holes into a water tank to hold a pipe in place. According to the company we hired to replace the tank when it failed, it was the removal of these screws, screws that had prevented the water from leaking, screws that should not have been drilled in the first place that caused the tank to fail

  2. The decision of the technician in 2023 to remove the screws

  The service call was specific to a leak in our furnace room. We called Milani to investigate. The technician identified two potential sources: a leak from the furnace condensor and a leaky valve on the water tank. My wife OK'ed the repair or the valve. This valve had nothing to do with the pipe screwed into the tank.

  At this time the technician repaired the leaky valve. He also took it upon himself to remove the screws that held in the drainage pipe from the *** valve and redo how the drainage pipe was attached.  However while he discussed replacing the leaky valve with my wife he did not seek approval to change how the drainage pipe was attached, not did he tell her he had done so after the fact nor did he record this work on his invoice.
  

  When I came home from work later that day I went down to see the work. It was at this time I saw that the tank had failed completely and that there was a major internal water leak.  We called Milani for an emergency service.  The technician returned later that evening. He confirmed that the tank had failed.  It was at this point I asked him why he had removed the screws that held in the pipe. He said because the pipe had been improperly installed. I indicated that it seemed to me that the reason for the failure was that the screws had been keeping the tank from leaking had been removed. He indicated that was a possibility.  I again asked him why he did this work without discussing with my wife at the time. He did nor have a concise answer to that question. It was at this time he said he didn't think Milani had installed the tank in the first place because there was no Milani sticker and that I should check the warranty.

  Since that day Milani has denied any responsibility in the tank failure when it is clear that the reason I am out nearly 4000 dollars is because Milani installed the *** drain incorrectly in the first place by drilling holes into the tank and then, with neither explanation or authorization, removed the screws when they came for a completely different reason.  As said earlier, the company I hired to replace the tank confirmed that the screws had pierced the internal tank.
  

  To offer me a small refund on a service call that cost me 3700 dollars is insulting.  To this point I have refrained from going public with my story and writing reviews about my experience but I am so frustrated by the attitude of the company and their complete lack of ownership of their mistakes that I feel I have little choice.  Every person and company makes errors but it is how these errors are fixed that one shows their integrity, and I have no evidence based on this experience that Milani has any integrity at all.

  Thank you
  

  Sincerely,

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

• Initial Complaint

  Date:20/10/2023

  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.

  We had the sump pumps under our house replaced 18 months ago. One of the new ones recently failed (the previous ones lasted 8 years) so I approached Milani about getting it replaced under warranty. Initially they told me it only has a one year warranty but after doing some digging I found on the manufacturers web site it actually had a three year warranty-*** #1. After confronting them about it they said they would have to replace the pump and send it to the manufacturer to determine if it was a legit warranty. I agreed to this although I would have to pay for a new pump in the meantime, The guy then showed up to do the work but upon inspection tell me he cannot go into confined spaces and didn't;t have a pump with him even though his boss Phil had told me this is why he was coming to do the work (*** #2). I am now getting charged for that visit. Now they are telling me they will have to return with three employees, a vacuum truck and it will cost me $3000+ to replace one pump after just replacing the pumps last year for $6000.
  

  

  Business Response

  Date: 10/11/2023

  Hi *******
  
  I am sorry that one of your pumps has failed and I hope to work towards a resolution with you. I understand your install of two new pumps was done 18 months ago and you are correct  the pump itself has a 3 year warranty on it with the manufacturer not with Milani as we do not manufacture the pump. We advised that we could get the new  pump for you under warranty but the cost of labour and the scope of work for the install of the pump would  still be chargeable as that is not covered by the manufacturer. Your pump is in a very deep sump that needs to be emptied of waste before the pump can be swapped and the fact it is so deep means it requires two technicians and confined space equipment for safety. The majority of the cost is actually the work entailed in replacing the pump and not the cost of the actual pump which is why you were given the price you were to complete the replacement. If you wish to proceed with the replacement please call the office and we can set this up for you.
  

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

• Initial Complaint

  Date:10/10/2023

  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: 09/13/23 Job #: ******* Hired Milani to go into an apartment and fix a shower handle and slide bar. The apartment is tenanted and requires Tenant permission to enter. We informed Milani of this ahead of time, as well as emailed pictures of the issue and broken parts so they could be prepared and limit the job to a single visit. The plumber arrived on site and bent a single piece of plastic to refit the handle, which was a temporary fix to 1 of the 2 issues. They asked our tenant for a good ****** review and ********** ******* their device to ensure they wrote it in and included their name, and then left. Despite being told by dispatch that we would be frequently updated on the work and what was happening, we never heard back and we had to call in multiple times to find out. We were informed we would need to source new parts ourselves and call them back to install it. They did not know what the parts were and instructed us to ask someone a ****. When we said it was not what we agreed initially they said this was very standard for plumbers. We complained that this was not what we had discussed or agreed initially and they said they would look into a solution. No solution was brought until 3 weeks later when they called to say they could not find any parts, and we could hire them again to replace the whole unit at a much larger cost. They agreed in the initial dispatch to review the photos, try to have parts ready, and if they could not find the parts, to be ready to replace the unit in a single visit. If we had been informed the plumber would simply show up during the first visit and then ask us to buy the parts ourselves, we would have taken a different course of action.
  

  

  Business Response

  Date: 23/10/2023

  Hi *******
  
  I am sorry to hear you were not satisfied with our service and I hope to bring some clarity to the situation. I understand when you called in requesting the service you sent photos of the current shower faucet and shower head and we appreciate the photos but as documented by the call that took place when booking we advised if they have parts on the truck to fix the problem then they will but we cannot guarantee parts or full replacement options on the truck without ever having been to the home. The reason for this is even with photos they do not tell us part details for ordering they just advise brand and likeness.
  
  I do apologize for the delays after the initial visit but as it is an older shower faucet there were issues locating a new handle as you cannot just put any handle on, it needs to be compatible with the internal valve in the wall. Eventually a new handle was located and the option was presented but we did recommend replacing the entire shower trim first being that multiple components in the shower were broken and this guarantees no further issues, the additional options were declined.
  
  As a customer service gesture I will agree to refund the $236.25. 
  
  Kind Regards,
  
  Nicole W***
  Milani Plumbing, Heating & Air Conditioning
  
  p: **************
  
  w: www.milani.ca
  
   

  Customer Answer

  Date: 23/10/2023

  
  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:28/09/2023

  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.

  I hired Milani plumbing to fix the water leak in my front yard. After Milani workers left my house, I found out they have made substantial damage to my property such as : 1. Cut off water to my coachhouse 2. disconnected and removed my irrigation shut off box and caused damage to both of my electrical underground cable boxes for my landscape lighting. I have made several attempts by calling and emailing them to get those problems fixed. However Milani refused to come unless I pay them more.
  The quote Milani gave me initially was $4334.40. I paid them half before the project started, which was $2167.20. A crew arrived at my home on August 23rd. In a short period of time they were requesting that I post positive reviews of their work, even though the job was no where near completion.
  Then I was told that they were unable to complete the work because the city needed to be called in order for them to make the connection to the city line. And because they could not complete the job that day - it would be an additional charge which brings the total cost to $5118.75. I very reluctantly agreed to the increase even though this should have been detected when the person came out and quoted on the job.The job could have, and should have, been completed in the one day. The person who did the quote should have been aware that the city needed to be involved had the proper due diligence been done.I suspect that that they were not qualified to be quoting on this type of project.
  I spoke with the coordinator and the manager of Milani. Both of them were very rude and unprofessional. I also sent them 2 emails but never received a reply from Milani. Both in my email and conversation with the manager, I made it very clear that once that job was completed and the mistakes rectified, I would then provide the second half of the payment.

  

  Business Response

  Date: 13/10/2023

  Hi  ***** Milani has completed the scope of work per the contract agreed upon by both parties prior to work commencing. The additional cost of $787.00 to the contract was due to the fact the city connection was damaged and we could not connect to the city until they came out to correct this adding additional time to the project which was discussed with customer prior to proceeding further into the project and agreed upon. The contract states to “replace waterline from city into house” and “tie into irrigation system”, the new line runs from city to house as stated and T connection was installed on the new line for the irrigation connection. The water line was not connected to the irrigation box as the irrigation box was discovered to be damaged and was shown to customer on site for confirmation and noted on the final invoice that the T was put in and capped until the customer is able to have an irrigation company repair the irrigation box. As the coach house line is not part of  the contract and would be additional work we have quoted for an additional cost to complete this additional water line which was declined. At present time the contracted job has been completed which is why we are seeking final payment, if you wish to speak further about this please reach out to myself Nicole at our office *************. 

  Kind Regards,   

  Nicole W***

  Milani Plumbing, Heating & Air Conditioning

  p:***** ********

  w:*************

  Customer Answer

  Date: 15/10/2023

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

  Our main problem is the lack of water in our coach house. That water line was fully functional prior to Milani’s work. It is not stated anywhere in our contract that this job would cut off our coach house’s water supply nor did we have a verbal agreement about this.
  
  We hired you to fix the leaking issue outside our house. Your solution for this was to replace the pipe. When you replace a pipe should you not ensure that the new pipe services all areas of our property that the previous pipe did? It does not make any sense that the replacement does not connect water to our coach house when the previous one did.  
  
  In addition, after the city put in the new connector, we specifically asked your workers to confirm that our coach house would have water. We made this call out after we noticed that the coach house did not have water when we were temporarily connected to our neighbours water source ***** waiting for the city. Your workers assured us that the water line would be fixed once the new pipe was put in. However, once your work was complete, the coach house water line remained broken.
  
  It is unacceptable for you to argue that “the coach house is beyond the scope of our contract” and will require additional charge when it is a problem that your workers ******* *** ** ***** ********** ***** ********** the job. They ****** to assess that the previous pipe was connected to the coach house water line and thus, did not put in the new pipe appropriately. 
  
  If the coach house line is outside of your job scope, why *** **** **** damage it? Your work should have had no impact on that water since these two lines are not connect as you claim. But your work ******** ** ***** ***** ****** ***** is a clear indication that these two things are connected and that a functioning coach house water line is within our agreed job scope.
  
  It was our expectation that Milani would complete the work stated in our contract without damaging other aspects of our property. Prior to your work, the leaking irrigation system was the only issue we had. Now we are left with a destroyed irrigation system, no water in our coach house, and no lights in our front garden. The fact that you have not only left us with more problems, but also are trying to charge us more to fix the problems *** ******* is absolutely disgusting. If I had known that this is how Milani operates by ******** their customers, I would have never hired you in the first place.
  
  My only ask is that you come and fix the water connection to my coach house which was fully functioning before your work. Once this is resolved, I will gladly pay what I owe you and we can all go our separate ways.
  
  
  
  Sincerely,
  
  
  
  *** *** (*****) ***

   

  

  Business Response

  Date: 30/10/2023

  Hi *****
   
  When we quote a new water line we assess each end of the existing line to determine what connections it has and quote for the new water line to have those connections installed. In the case of your original water line the only T connection was the irrigation line which we included in the quote to have a new T connection put in for it.
  
  There are likely two reasons why the coach house does not have water, first being it T’s off  from your irrigation line which has not been connected because it needs to be re-paired by an irrigation company first and then Milani can come out to connect it to the T we installed. Alternately if a T was installed mid line on your old water line where it should not be as no one would know it is there.
  
  T connections should always be placed at either end of the water line for easy locating. Because The coach house line does not connect where it should be this means to locate it Milani would have to start at the entry point of the coach house and dig it up too trace where it goes too, this was not included in our quote as the quote was for one line to be run from city connection into the house.
  
  The offer still stands that we will come back to connect the irrigation to our T connection once it has been repaired. For the coach house line it requires quite a bit more work and would be additional costs, which again falls in line with the  quote where it does state that “Should Milani run into any unforeseen circumstances before, during or after this work takes place there will be an additional charge to this quotation for extra labour hours and materials.”
  
  Kind Regards,
  
  Nicole W***
  Milani Plumbing, Heating & Air Conditioning
  
  p: ***** ********
  
  w: *************

  Customer Answer

  Date: 02/11/2023

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

  I’m unsure why the coachhouse was overlooked in the initial quote. It seems like good practice to assess all connections of a pipe before you begin a job. The old pipe was clearly connected to the coachhouse water line but the new pipe is not. Also, when Milani was here, we brought forth multiple concerns about the lack of water in our coachhouse. Your technicians assured us that this was temporary and that everything would return to normal once the job was complete. Now you’re saying that the coachhouse waterline was“an entirely separate job”. It’s already really frustrating that we were not told this from the beginning. But, it’s even more frustrating to be given assurance from your technicians and then be told a completely different story after the job. 
  I shut off the water line for my irrigation system every fall to prevent it from freezing in the winter. This has never caused my coachhouse to lose water which means that the coachhouse water line does not T off from the irrigation line. The coachhouse T was connected to the previous pipe and Milani ****** to locate that. 

  Like I said, it seems like good practice for you to assess all connections on a pipe before you begin a job. When someone hires you to fix something and you agree, they expect you to fix it without damaging the other things that were working fine. Don’t try to charge me more because you overlooked the coachhouse and an entire pipe connection and didn’t tell us. 
  A functioning coachhouse waterline is a part of the original scope of service. It was a part of the old line that you were hired to fix which means it should be a part of the new line. 
  
  
  
  Sincerely,
  
  
  
  *** *** (*****) ***

• Initial Complaint

  Date:19/09/2023

  Type:Billing 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.

  We hired Milani Plumbing to come in and replace a gas hot water tank in our business. The hours billed were exceedingly high, three times as much as it took the previous time the tank was replaced, and three times as much as any of the other plumbers I've had come in later to assess it claim it should have taken. In addition to extremely long billing time, they ************ billed for time when their plumber was not even on site, something we were able to prove through our surveillance cameras, *** **** ******** ** ***** *** ****.I am having a very difficult time trusting the billable hours on this job, since it flies in the face of past experience, *** *** ********** ** ***** ******** ************** *** ** ***** *** ********** **** ************ ****** *** **** **** ******** *** *** **** ******In addition to the issues with the labor charge on the installation, we then received a report shortly after the work was completed about water leaking from the ceiling in near proximity to where the work had been done. We contacted Milani to have it looked at, they sent a technician out, who claimed it was not the result of the work that was done in that exact same location at that exact same time, and proceeded to bill us for that call out as well. All in total we were build nearly $5,000 to replace a hot water tank As if that is not enough, when I called to complain about all this, I was told that they would not bill us for the secondary service, yet today I see the charge for that appear to my credit card as well as the invoice for the full billing of the work done, minus the overcharge for time their technician was not even on site.... very generous of them not to charge us for time when their technician was not even on the job site

  

  Business Response

  Date: 13/10/2023

  Hi ******

   

  I am sorry to hear that you were unsatisfied with the service and I hope we can work to rectify this for you. You had three visits, 2 regarding your hot water tank and the third for a leak investigation. The bills for each were as follows.

   

  Aug 30^th - $236.25

  • This visit was originally to install the tank but upon arrival the tech discovered the tank was sitting up high inside a mostly enclosed space and he determined he did not have what he needed to complete this install without equipment to lift the tank into the space. This bill was charged but since been removed and returned back to you.

  Aug 31^st - $4,802.08

  • Milani returns to install the tank which is not a standard installation due to accessibility and the fact that they are working in a business that is open so they are working around the staff in the backroom. These factors are why the job took longer adding additional labour costs.

  Aug 31^st - $469.35

  • Emergency night call out for leak coming from ceiling. Based on the location the water spot could not be from the tank, the tech still checked over the tank  and piping and found no issues. He did advise the leak is likely from the HVAC system based on its location. This bill was never charged and as a customer service gesture Milani agreed to waive the cost even though the leak was not coming from the tank installation.

   

  Total cost of all three visits was $5,507.68 and Milani has discounted the bills by $867.31 already making it $4,640.37. I wish to resolve and hope for you to feel that what you paid for was satisfactory so I offer you an additional $300.00 discount which can be refunded back to the original method of payment.

   

  Kind Regards,

  Nicole W***
  Milani Plumbing, Heating & Air Conditioning
  ******* ********
  ***************

   

   

   

• Initial Complaint

  Date:18/09/2023

  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 Sep 15th, I called to fix a kitchen sink slow drain issue.
  
  The tech came in and tried to use the auger and pump but still couldn't fix the slow drain issue. It took the tech 1.5 hours to find out he didn't have sufficient tools to fix the issue and still charged $319.20. And asked me to schedule with Milani again for someone with the tool.
  
  I am extremely unsatisfied with the service today, because
  1. The problem is not fixed, because the tech doesn't have the tools.
  2. When I schedule the second visit, Milani is going to charge me a $195 callout fee for the first hour again to finish their unfinished job. However, the tech said Milani will only charge me the $79/half hour.
  3. The tech is very unprofessional. ** ** ** *** ******* *** *** **** *** ***** ******* **** ***** *** **** ***** ** ****** ******* ** *** **** **** ** ***** ** **** *** ****** ***** ***** ** ****** ** ** *** ************ ********* **** *****.
  
  I respect the work done to investigate the problem, but I don't think it is fair to charge the whole amount for the first visit for $319.20 since 1. the problem is not solved, 2. If you don't have the right tool, then you shouldn't spend 1.5 hours trying to fix it. It is also not fair to charge the callout fee again for the second visit to continue fixing an unresolved issue.
  
  I would like to request a refund for the first $319.20 charge.

  

  Business Response

  Date: 19/10/2023

  Hi ****** I am sorry to hear you were not satisfied with the service and I hope to rectify the situation. Drainage can be complicated and there are different types of equipment needed depending on the issue at hand, the tech brings the equipment based on the information we get from the customer at the time of booking. Because drainage issues are not fully visible and we do not know the piping in the home it can be hard to have all the info prior to arriving which means technicians start the work to correct the problem and will discover they need additional tools or material which can result in additional visits being needed. I hope this helps explain why they were not able to complete the work in one visit as that is not always possible, what I would like to do as a customer service gesture is offer to refund you $150.00. Kind Regards,   Nicole Wing Milani Plumbing, Heating & Air Conditioning ******* ******** ***************

  Customer Answer

  Date: 20/10/2023

  
  
  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:22/08/2023

  Type:Billing 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.

  After researching many different price points for our heat pump installation, we landed with Milani to do the installation on 6/28/2023. During the entire process with talking with Milani, we were under the impression that we would get at least $2.5k back from the ******* ***** rebate initiative and it was a major reason we decided to get the installation in the first place. The sales reps at Milani reassured us and even gave us their own referral for an auditor in our email chain to contact to do Pre-audit and Post audit with. They told us we would get $600 back from the $900 audit from the rebate program as well. After the installation and the post audit, we were notified by the Auditor that the external unit we had installed was not eligible. After reaching out to Milani in the same email chain, the Milani rep told us that we would've lost more money if the external unit was eligible as it would cost more than the $2,500 we would've gotten back. After telling them if they knew the external unit was ineligible why did they refer us to a specific auditor. The rep told us many people get audits for many reasons, implying we could've gotten an audit for anything, ***** ** ******* ***********. We would not have gotten an audit as the only retrofit we ever planned to do was for the heat pump and the auditor they've referred us to. The entire time we trusted Milani and they sold the idea to us during the entire process that we would be eligible for a rebate and we trusted that the units they installed were covered. We would like our billing adjusted to refund us the cost of the audit that we did not need based on their suggestion of -$900.

  

  Business Response

  Date: 15/09/2023

  Hi ***

   

  I apologize if there has been a miscommunication or misunderstanding surrounding rebate eligibility, I hope to assist in working towards a resolution for you. I have reviewed the quote and e-mail correspondence and I was unable to find anything where we advised the system would be rebate eligible. We are very careful to ensure we do not promise rebate eligibility as there are many restrictions and we do not decide what is eligible as it is completely government run. We offer contacts of the auditor so you can be aware of your homes needs and recommendations if you wish to pursue rebates. I understand your frustration regarding not receiving the rebate and apologies for any misunderstanding surrounding Milani introducing you to our recommended auditor, what I can do as a customer service gesture is offer you a partial refund to cover some of the auditor fees in the amount of $400.00.

   

  Kind Regards,

   

   

   

  ********************* Milani Plumbing, Heating & Air Conditioning p:************** w:www.milani.ca

• Initial Complaint

  Date:17/08/2023

  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.

  I am reaching to *** in reference to Heat Pump installation completed in March 2023 by Milani Plumbing Heating & Air Conditioning Milani in our *********, BC condo unit. The ***** ******* lead estimator provided quotation on January 18, 2023, with (2) ********** packages (prices $7K and $14K), the option (1) included Ductless Split (2) Zones (15,000/9,000 Btu) and 2-ton compressor, the option (2) included Ductless Split (1) Zone (15,000 Btu) 1.5-ton compressor. As we discussed our condo unit specifics (dimensions/* skylights) cooling/heating requirements with the lead estimator, we all agreed that option (2) would suffice “fit for purpose” on the basis manufacturer design specifications, ********* **** ************** **************** During the approved installation March 6, 2023, Milani installation staff diligently completed option (2) and ********* ** ********** ********** ****** ******* to provide proper ventilation for the condo. We trusted our estimator industry knowledge/experience to properly recommend the adequate heat pump equipment package, we started using the unit in April 2023 (early heat period). • After (30) days usage, we soon realize that Option (2) was inadequate to support proper cooling ventilation for master/guest bedrooms located at the end of our unit. • On April 26, 2023, requested meeting with the lead estimator to discuss our concerns. The outcome of the meeting was challenging, we identified several concerns/options to remedy the situation. • Remove existing unit Option (2) - $7K • Install upgraded unit Option (1) - $14K • Request partial credit for previously installed unit (subject to Milani Management approval). • Transfer of installed equipment/manufacturer warranty to ********* ********* adjoining condo unit (under negotiations). The remedy provided by lead estimator was less than satisfactory, new quotation April 27,2023 in the amount $14K with $1,800 credit (manufacturer cost) for previously installed unit. After additional inquiries, received reply June 26, 2023, Milani lead estimator had further discussion with Milani local management, “no further credit” to be provided. • In addition, we would retain “installed unit”, including additional client electrical upgrade would be required to install recently quoted $14K option. We request your assistance in filing complaint with Milani Plumbing Heating & Air Conditioning (Kelowna) location, we are truly disappointed with the level of customer service pre/post sale. As advertised by Milani ownership “We are 100% committed to customer satisfaction and making sure that we provide our clients with the kind of experience that they will share with friends and family”. Our trust in a “long established” BC service provider has been compromised, we never thought they would sell “climate control” equipment that would be inadequate and would need to incurred an additional $14k. Without prejudice, ****** ******/****** ******* ***** ******** ******

  

  Business Response

  Date: 24/08/2023

  Dear *************************,
  
  I appreciate your feedback and thank you for taking the time to share your experience regarding the recent heat pump installation. I am committed to addressing your concerns and providing you with our perspective on the matter.
  
  I understand that there has been a discrepancy between the cooling capabilities of the heat pump option you selected and the cooling needs of your master and guest bedrooms. Our lead estimator, Nick L, presented you with two options during the quotation process: Option (1) was designed to cool your living room and master bedroom, while Option (2) was intended to cool only your living room.
  
  Nick L, with his extensive industry experience spanning over 15 years, provided these options under the premise that individual units would be required to cool each room effectively, as ductless splits are designed to be zoned rather than connected throughout the entire home. Along with his explanation, the two options presented in the quote were intended to convey this differentiation.
  
  I would like to add that, after seeing you in ********, we even tried to offer you another solution for the master bedroom by adding another compressor at a discounted rate, which you had declined. I do not see a current mistake within our installation process and unfortunately at this time, cannot offer any additional discounts.
  
  I apologize if there was any misunderstanding regarding the cooling capacities and their distribution. We genuinely value your trust in us as a long-established BC service provider and are disappointed to hear that your confidence has been compromised.
  
  Should you wish to discuss this matter further or if you have any questions, please feel free to reach out to me directly. We are dedicated to resolving this matter in a reasonable and amicable manner.
  
  Thank you for bringing this to our attention, and I hope that we can regain your trust and the opportunity to serve you better in the future.
  
  Best regards,
  
  Chris M*****

  

  Business Response

  Date: 13/10/2023

  Hi ******

   

  Ductless splits are set up by zones and customers can choose how  many zones they would like, zones refer to rooms or an area of space not divided by walls. In your case you were given the of a 2 zone system with a unit in the living room and the master bedroom or the option of a single zone with a unit in the living room. A single zone unit in a living  room cannot provide cooling to another room that is on the opposite side of the home and is closed in by walls, based on the layout of your photo you sent the living room and master bedroom are on opposite sides.

   

  I reviewed the documents and I see you previously had a wall mount in the living room and then a separate portable unit in the master bedroom, just how you had two units providing your cooling for each space this new system would need two wall mounts to provide adequate cooling for both spaces. The recommendation was for a two head system as that would have replaced your current set up but there were concerns on your side regarding the placement of the outdoor condenser because it would have been placed in a different location to accommodate the two head system so Nick also gave a single head option for just the living room to match the requested outdoor condenser placement.

   

  An additional zone in the master bedroom cannot be connected to the existing outdoor condenser because it is too far away and the system has a max distance for the line set run for the system to function. This means an additional condenser would need to be put in on the front door side of the home, this is where the additional cost comes from because it is not just adding one zone it is an entire install. I would be happy to discuss the different options to get cooling across all spaces of your home as we can surely make this happen but as this would require more equipment and another installation there will be additional costs. If you wish to discuss further, you can reach out to myself Nicole at (604)430-2603.

   

  Kind Regards,

   

  Nicole W***
  
  

   

   

  Customer Answer

  Date: 18/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because not satisfied by the reply of the service provider. Their technical review was incomplete, including their description of previous installation and the proposed optimized solution to provide correct coverage.

  Will be contacting Milani (Customer Service) - Nicole ***** ******** within the next (7) business days to discuss further.

  
  Regards, 
  
  ****** ****** (**** ******** ******