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:08/08/2023

  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.

  A Milani technician came to my house on 6 June 2023 after I called about a fault code on the thermostat. I told them what the fault code was over the phone. When he arrived he called a ****** tech support line to determine what the fault code problem was and was told that the fault code was of no consequence and should be ignored. He then told me to turn off my furnace for the summer which I did. I next went into the furnace room on Thursday 3rd August and noticed the floor was wet. After some inspection, I noticed that the pump that is supposed to pump condensation produced by the on demand water heater (Milani installed an on demand water heater and furnace at our house in fall 2021) out of the house was not working because power for the pump was connected through the furnace which was, of course, shut off.I immediately called Milani and, via several conversations, they told me I had to agree to pay for a technician to come to the house to confirm the problem. They also told me that the original service call on June 6th came with a 30 day warranty period which had since expired.I told them I could not agree to that - firstly because I was not going to pay them to diagnose a problem they had created and secondly because I had already spent $215 for the technician on 6 June 2023 when they could have told me the solution over the phone.SO NOW I HAVE TO REPAIR THE PROBLEM MILANI CREATED AND THEY ARE UNWILLING TO HELP. "NICE" THAT THEY ARE ABLE TO MAKE REVENUE FOR SERVICE IS***S THAT THEY CREATE.I PLAN TO GET THE REPAIR WORK DONE AND THEN SEND THE **** TO MILANI. EXPECTING TO END HAVING TO *** THEM IN SMALL CLAIMS COURT. A MAJOR ANNOYANCE FOR ME AND REALLY A TRIVIAL MATTER FOR THEM. CERTAINLY CANNOT RECOMMEND THEM FOR ANY FUTURE WORK.

  

  Business Response

  Date: 01/09/2023

  Hi *****

   

  I am sorry to hear there was water damage to your home, I see that my tech came out on Aug 10^th 2023 to assess what had caused the leak. He discovered that the power had been turned off in the mechanical room shutting down all electrical to the unit, this is not what we advised to do. We advise when a furnace is to be turned off it should be turned off from the thermostat as you just want it off not to disconnect power to the system. Beyond us having sent the tech out at no charge to determine the cause of your leak I would not be able to offer anything else.

   

  Regards,

   

• Initial Complaint

  Date:04/08/2023

  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.

  My tenant ****** lives in my condo on ******* in Langford. March 17, 2023 - ****** texted me letting me know that the toilet was running continuously. March 20, 2023 - Plumber called, fixed toilet (work order attached) but didn't have the correct part to fix faucet. July 6, 2023 - ****** texted me asking if the shower would be fixed, too hot to be having baths all the time. July 7, 2023 - Called plumber, asked why the job had not been completed. They told me they tried to call someone (neither ****** or myself received a call). * ***** **** ****** ***** *** ***, as it had been more then three months. July 13, 2023 - Plumber called, said he would be 15 minutes and showed up over an hour later. *** ** **** **** ** *** *****, sat in the bathroom reading instructions and ****** **********. He fixed the temperature, but did not screw the faucet back in (pictures attached). He told her to wait a few hours before using. July 14, 2023 - ****** turned the water on and the pressure made the spout fly off (pictured attached). I called back and asked about the job and the plumber called ****** to set up another time and said the faucet broke because it was too old and they needed to order a new one. If this was the case, you would think ****** would have been told not to use it, but that wasn't the case. July 17, 2023 - Plumber came and put in a new faucet (work order attached). July 24, 2023 - Charged 283.29 and 403.15 and received paid invoices. July 26, 2023 - Noticed another charge on my **********. Called the company to ask about it, as I had not received an invoice. The first woman plumber that I spoke with (amazing and very helpful) said I would be getting a deal as the job took four months and they had brought the incorrect parts. August 2, 2023 - Received another invoice (attached). The poor quality of work by the second plumber *** *** ******** **** ***** **** ******** from the work he had done is unacceptable.

  

  Business Response

  Date: 12/09/2023

  Hi *****
  
  Thank you for taking the time to share your feedback, I am so sorry that you had a poor experience and I hope to resolve your concerns. I do apologize in the delay for the return service, I can definitely see there was a miscommunication and we were under the impression we were waiting for a call with the availability to go back out. What I can do is refund the labour charged for the July 17th visit in the amount of $183.75, this way the only charge for that visit is the part installed. If you wish to discuss further you can reach me directly at our office.
  
  Kind Regards,
  
  Nicole
  
  Nicole W***
  Milani Plumbing, Heating & Air Conditioning
  w:www.milani.ca

  Customer Answer

  Date: 14/09/2023

  
  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:25/05/2023

  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.

  On May 18, 2023. My AC out door unit (compressor) stopped working because there is a leak and there is no refrigerant. I called Milani to come fix the leak and top up refrigerant. When Milani technician came, he checked my indoor unit (works just fine) and told me there are 2 parts from 2 different locations of the indoor unit are broken. Then he spent 3.5 hrs to replace these 2 parts. When he left, I realized the real problem(out door unit leak issue) is not even touched or fixed, but I ended up paying $800+. Contacted customer service, the team keep saying there is nothing they can do.

  

  Business Response

  Date: 16/06/2023

  Hi ****
  
   
  
  I am sorry that you were not happy with your service, it seems the outcome was not want you wanted and I know it is hard to hear a suggestion of replacement.
  
   
  
  The indoor unit and outdoor unit are connected so the technician would always look at both as you would not just work on the condenser without ensuring the air handler inside is also working, the parts he replaced inside are crucial to the functionality of the system. Regarding the options for looking for a leak it is not just the outdoor unit that could have the leak, it could be anywhere on the inside coil, outdoor unit or the connecting lines between the units which is very time consuming so we always check over everything else to ensure the system is working before proceeding with a costly leak investigation.  Diagnosing is part of the process and even though he has suggested replacement it does not warrant a refund for the service call out, you also still have the option to proceed with the leak investigation if you want.
  
   
  
  What I can offer you is either to have someone out to do the leak detection at a discounted rate or if you wish to proceed with a new AC I can give you a credit of $400 from your service back to a new installation. The tech did leave a quote on site for you and I will point out that  it is for the outdoor unit so the fixes he did on the indoor unit were still necessary.
  
   
  
  Kind Regards,

  Customer Answer

  Date: 16/06/2023

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

  The primary reason for contacting Milani was to address the issue of a leak. However, I ended up paying $800+ to replace a wire in the indoor unit, which was actually functioning properly. At the end of the day, I received a quote of $10,000 to replace the entire unit without any clear knowledge of the source of the leak.
  
  Unless my current issue is resolved, I have no further need for your services. I may consider reaching out to local media and city department to escalate my complaint.

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

  

  Business Response

  Date: 14/07/2023

  Hi ****
  
   
  
  I am sorry to hear this however a repair was made on the indoor unit, I know you believe there was nothing wrong with it but a trained professional found an issue and fixed it before it become a bigger problem down the road as both the indoor and outdoor unit work together to provide you with heat and cooling. What I can do as a gesture of customer service is to offer you a partial refund for the service in the amount of $250.00, this would reduce your bill from $802.55 down to $552.55.
  
   
  
  Kind Regards,

  Customer Answer

  Date: 02/08/2023

  
  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:25/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Milani to fix my AC / Heating unit and the technician attended the site and charged ~$1721 to fix the issue which was NOT fixed at all so I called Milani again to send another technician to complete the work the first technician was not able to do and second technician charged $420 and changed some part which did not fix the issue at all and mentioned there is no proper solution and devices have to be changed in order to work. This means I've paid $2141 for nothing except the suggestion by a second technician to replace the units due to age. Both receipt are attached.

  Customer Answer

  Date: 26/05/2023

  Hi, 

  Thanks for your email. 

  Regarding your question , the first service was performed on 08 May 2023 and second service was performed on 17 May 2023 (Receipts for both services are attached)

  Please let me know if you have any questions.

  Thank you, 

  *** 

   

   

  

  Business Response

  Date: 19/06/2023

  Hi ***
  
   
  
  I am very sorry to hear that you were not satisfied with the service. I would like to discuss with you further and adjust the bills accordingly to make sure you are billed a fair amount.
  
  Please reach out at the office ************, ask for *************
  
   
  
  Kind Regards,

• Initial Complaint

  Date:17/05/2023

  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 11-April-2022 for an amount of $ *******, ORDER ID ******* for replacement of service water line.the service water line was renewed by company Milani Plumbing in April-2022 and the old sleeved copper water line entering the house through the basement was kept open and not capped. On 05-May-2023, noticed the carpet in the room soaked with water and upon investigation found water coming inside the basement through the open end of the old pipe. Milani Plumbing was contacted by phone immediately on 05th May 2023 about the issue and on 09-May-2023, the plumbing technician capped and cemented the open end of the old sleeved copper water line which prevented water from further coming inside the house.The carpet and underlay was soaked with water which caused foul smell inside the house and mold growth could be seen developing on the dry wall. Upon consulting another restoration company was informed that the carpet and underlay should be changed because of the condition observed and soaked in water for 4 days with foul smell and mold as a serious health issue. Milani was contacted by email and phone on 12-May-2023, informing that the damaged carpet, underlay, tag strips and dry wall required to be renewed and associated cost paid by Milani since the damage was caused due to unprofessional workmanship of keeping the old copper water pipe open and not capping the pipe end, there was no reply received to my email and hence contacted them by phone on 15-May-2023 and Milani representative ****** **** during my conversation on phone made false claims that the old pipe end was instead capped and denied that the cause of water ingress into the house was due to not capping the open end of the old sleeved copper pipe although objective evidence through photographs clearly show water coming through the old pipe open end ( not capped) and from between the pipe and sleeve, these photographs were provided to Milani through email.

  

  Business Response

  Date: 08/06/2023

   
  
  Hi *******
  
   
  
  I am very sorry that you had a leak in your basement however it was determined this leak is not caused by Milanis watermain install from April 13th 2022, it was in fact rain water coming into the basement. Per the e-mail sent May 16th 2023 we have explained that we have helped in every way we can by sealing the outer sleeve of the old existing pipe(not installed by Milani) and setting up equipment to assist in drying the area. This restoration work was done at no charge to the customer and is outside any warranty since the cause of the leak was not the Milani watermain install, Milani will not be able to offer any further restoration at no charge.
  
   
  
  Regards,
  
   

• Initial Complaint

  Date:16/05/2023

  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.

  Dug into my property to fix a pipe. The pipe was not fixed because it was blocked from a different area. ** result my basement was flooded. I had to hire another business to fix the previous issue Milani did not fix. I was also over billed by Milani

  

  Business Response

  Date: 25/05/2023

  Hi *******
  
   
  
  I am sorry to hear that your cement drain tile has failed, this cement drain tile is your existing system and was not installed by Milani. I have reviewed your file and see that per the quote given on June 16th 2022, the scope of work was for a spot repair of one corner of the drain tile and states on the quote there is no guarantee and replacement may be required afterwards due to the condition of the existing cement drain tile. Looking at the invoice for repair on June 17th 2022  the section of your drain tile repaired was tested and water was draining. A recommendation was left on the invoice upon the completion of the repair, this was to replace the full cement drain tile as that is the only way to guarantee no leaks from your existing cement drain tile as we had advised it was in brittle condition.  All of this  is stated on the quote as well as the invoice sent to you, drain tile repairs or replacements are extensive and can be costly. I will not be able to make an adjustment to the invoice for this drain tile spot repair which took place June 17th 2022.
  
   
  
  Kind Regards,

• Initial Complaint

  Date:15/05/2023

  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 May 3rd, a technician was dispatched by Milani Plumbing, **************************** Conditioning to our home to fix a toilet tank slowly leaking into the bowl, and changing of a shower cartridge. The changing of the shower cartridge went fine, and a new flapper was installed in the toilet tank to stop the leaking into the bowl. After the technician left, we found that the tank is still slowly leaking into the bowl, but at a faster rate. Later the leaking was so fast that the tank could never be filled, so we had to cut the water supply. We were billed $442.33 nonetheless.On May 4th, the same technician came to fix the issue left behind. Initially he installed a new flapper but found it not stopping the leak. He decided the silicon ring around the tube the flapper sits on should be replaced, and found a nearby supplier to purchase it. He came back with a whole package ($436) of all the parts for whole interior of a water tank, and said we only needed the sealer ring. He installed the sealer ring and the leaking stopped. The technician called his manager to negotiate a reasonable price and the manager asked us to call customer service to come to an agreement later for the price as the part used to repair our toilet tank costs only around $30-50, on top of the redundant visits as the issue was not fixed in the previous visit. **** asked me to talk to the customer service about the parts and he took the rest of the kit away with him.I called the customer service, and they offered a discount on the labor for the last visit on May 4 as the issue failed to be fixed on the previous visit, and I agreed to that front. But Milani charges us the entire kit of the parts, the majority of which was not used during the service and was taken away for the purpose of not billing us on the rest of the kit that costs $436.I called Milani again, they still refuse to see reason and insist on charging us the price of the entire kit. So we're billed for $903 on top of the $442 we already paid.

  

  Business Response

  Date: 25/05/2023

   
  
  Hi *****
  
   
  
  Thank you for taking the time to speak with me and again I am sorry you were not satisfied with the service as that is never what we want to hear. As discussed on our call I have submitted a refund for $300.00 which you should see on your end within the week, this will cover the additional cost you felt was charged for parts either above cost or parts not used. I hope this gesture will help in showing we care about our customer and that if our services are required  again in the future you wont hesitate to reach out to Milani.
  
   
  
  Kind  Regards,

  Customer Answer

  Date: 25/05/2023

   
  Better Business Bureau:
  

  I talked to Milani's representative over the phone this morning and we agreed to the $300 refund resolution.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/05/2023

  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.

  Following a service call by Milani in September 2022, it was determined that the problem was not fixed. The call was paid for. Within the warranty period, we asked for a warranty call to fix the problem. The call was made, the problem still not fixed but a change made to the equipment to make us think that it was fixed. We did not pay for the second call ($497.70). In November 2022 Milani used the **** number given to pay for the initial call to charge my **** account by $497.70. I had **** reverse the transaction. Nothing further heard until recently.We received a letter from Milani at the end of March demanding $497.70 with a ****** to affect our credit rating. We want Milani to drop their demand for money not due them and cease contacting **.

  

  Business Response

  Date: 24/05/2023

  Hi ******
  
   
  
  I am very sorry to hear you were unhappy with our service and I have reviewed your service notes and I do not see anything that would have made the second visit warranty work or not chargeable, it seems the technician did additional work on your furnace. What I can do for you is reduce the charge from $497.70 down to $248.85 as a customer service gesture to assist in moving forward with resolving the pending balance.
  
   
  
  Kind Regards,

  Customer Answer

  Date: 30/05/2023

  
  Complaint: ********
  
  I will agree to pay the $248.85 as long as I receive a legal agreement from Milani Plumbing, Heating and Air Conditioning Ltd. that (1) once payment is made, the case is closed and no further demand will be made for any additional payments and (2) I am provided with an address as to where to send the cheque.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/06/2023

  Hi ******

   

  I have sent an agreement letter to your e-mail to outline your request, once agreed payment is received no further contact will be made.

   

  Kind Regards,

• Initial Complaint

  Date:06/04/2023

  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.

  My ground floor toilet was overflowing with water. No sewage. Only water. I called Milani plumbing. Plumber#1 came the next day. He asked where the Inspection Chamber (**) is located. I told him the ** is in the front yard approx 6 inches below the grass. He started but declined stating it could be 5' down. The ** was 6 inches below the grass. Plumber#1 came into the house and ran his auger. No sewage. No blockage. Plumber#1 stated he wanted to run his camera but his line was too short and arranged another plumber to come the next day. He left. I paid $371.70 Plumber#2 arrived next day. Plumber#2 asked location of **. I told him in the front yard approx 6 inches below the grass. Plumber#2 poked around with his stick & declined to uncover ** saying his back hurt. Plumber#2 went into the house and ran his camera & stated he could not find any blockage. No sewage. Plumber#2 told me to call the City. Plumber#2 left. I paid $407.40 After Plumber#2 left (same day) called *********** arrived within the hour. The City uncovered the ** & discovered the blockage caused by tree roots grown down into the **. The City removed the blockage & ran their camera through the pipes running from the house to the street which were all clear. The City resolved the matter within approx 2 hours. After the City left I spoke to Milani manager. I advised her that the City had resolved the blockage and confirmed the pipes from house to street were clear. I told her had Plumber#1 uncovered the ** he would have discovered the blockage (tree roots) & the next day visit from Plumber#2 had been unnecessary. Milani manager called next day to tell me nothing would be done. I wonder perhaps the Plumbers declined to uncover the ** because I am an elderly woman and they didn't trust that I knew the location of the **.Regardless, the fact is the 2nd day visit from Plumber#2 had been unnecessary. I was overcharged and ask for full reimbursement of $407.40 for the second day visit.

  Customer Answer

  Date: 11/04/2023

  My name is *******************

  

  Business Response

  Date: 11/05/2023

  Hi *****
  
   
  
  It was lovely to speak with you the other day and as promised I was able to refund you for one of the service calls. If you are needing any service in the future I hope you wont hesitate to reach out as I would be happy to assist in ensuring you get a quality service.
  
   
  
  Thank You

  Customer Answer

  Date: 12/05/2023

   
  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:21/02/2023

  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.

  Last summer Milani installed a heat pump in my home, and everything went well. Based on this previous good experience, in December I contracted with Milani to install a High Efficiency Boiler, but this time things have not gone as smoothly.
  The installation began on Dec 6th and substantially completed by December 12th. An Installer asked for my signature before leaving the premises, and based on my previous experience with Milani I trusted that any problems would be resolved amicably.
  Within a day I noticed that hot water was taking a full 60 seconds (at full pressure) to reach the Master Bathroom, when it previously took less than 5 seconds.I called Milani right away and when the Technician returned a few days later (Dec 19th) to instruct me on the system. I took the opportunity to inform him of two outstanding issues: the hot water problem as noted above, and the damaged outdoor tiles caused by the Cherry Picker used on site.
  Since then (Dec 19th), it has been a frustrating experience for me to get Milani back to complete this work. Before Christmas, I spoke with the Technician, and he said he would get photos from “sales” (before the work started) and review them over the holidays to see what could be done. He said he would get back to me on my return (Jan 12th), but I never heard from him. Consequently, I called the Technician on Jan 17th only to discover he had done nothing in the past 3 weeks. Again this was very frustrating, but I was encouraged as we arranged to meet at our house on Monday, Jan 23rd at 12:00 to solve the hot water problem. However, the Technician was a no-show. I called the Technician two days later, and he apologized saying he forgot to put it in his calendar. He said he would call back... but never did.
  Having given up on the Technician I contacted Customer Service by text on Feb 13th and they said they would “relay the message to the Technician and go from there”. It’s now Feb 21st, and still no response from the Technician.

  

  Business Response

  Date: 23/03/2023

  Hi *******
  
   
  
  I am so sorry for the delays in communication you were having to get your issue resolved, I am happy to say I was able to get the heating manager out to take a look and he came up with a resolution for the hot water. Milani has since  been out to install the re-circulation pump to solve the problem with the timing of the hot water. If you need anything in the future please don’t hesitate to reach out as you have my e-mail and I would be happy to assist  you.
  
   
  
  Kind Regards,
  
  Nicole

  Customer Answer

  Date: 23/03/2023

  
  
  Better Business Bureau:
  
  
  
  I accept the apology made by Milani Plumbing and Heating in reference to complaint ID ********.  No further complaints
  
  
  Kind Regards,
  
  
  
  ******* ******