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:27/01/2023

  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.

  I have a 30 yr old house with PolyB pipes for radiant heating; PolyB, unfortunately, let air into the system that has caused rust. I needed a few parts replaced WITHOUT flushing/draining the system. In my email. In Nov I sent an email to Milani checking if the company can do so and specifically mentioning my special request. ********************* assured me that yes Milani tech can do the job, He subsequently requested some pics of the boiler system which I did. When the tech showed up one part was not ordered and ******* blamed me for this omission. Anyways, when the tech returned he realized he couldn't replace the parts without flushing/draining the system. Of course I was charged for the service which I didn't think was fair. It's not my fault that Milani tech couldn't do the job that I was told could be done. I've talked to manager **** and he admits that **** should NOT have given me the assurance but Milani would not accept any responsibility. I wrote a letter to the owner requesting a refund on Jan 2nd and ****** phoned me last week and same thing - Milani will NOT offer a refund although admitting that **** is NOT a tech; that he didn't know what was involved and needed to be done.I don't think this is fair - the first service call should NOT have been scheduled; if **** was honest I would not have proceeded. I want Milani to accept responsibility and admit that **** was mistaken and should not have given me the assurance about the ability of its techs. **************** is totally non-existent.I can send a copy of the letter to **** Milani if needed.

  

  Business Response

  Date: 14/02/2023

  Hi ****
  
   
  
  I am sorry you were unsatisfied with our service and that we were not able to complete the entire scope of work that you requested to be done. When the customer service representative was advised on what you wanted and in turn advised it could be done this is true depending on the circumstances upon a technicians arrival as there are unforeseen issues that *** be present when a technician arrives on site that a customer service agent would not know. The technician only wrote up an invoice for 1hr of labour which is our minimum call out fee and for the zone valve they installed which was part of the request at the time of booking, none of the technicians other time spent on site was charged and this was due to him not being able to do the other items you requested. No further reductions can be given as this is a minimum charge and covers just the cost for us installing the zone valve that is currently in the home.
  
   
  
  Kind Regards

  Customer Answer

  Date: 23/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:  *********** is refusing to take ownership and responsibility of ****'s action. *********** admits that **** is NOT a tech and should NOT have given me the assurance that Milani tech could do the job. Granted the tech replaced a motor in the zone valve but the original problem still exists - nothing has changed. I tried telling this to ****** but she was not willing to listen. The tech that was sent is an engineer with no practical experience; he asked for help but no one from Milani would offer any help. His boss / supervisor **********; was supposed to be with him on Dec 27th but he never showed up. Replacing a motor is not a big job yet he took over 4 hours to do this AFTER removing the metal flue pipes above the boiler; he used tape to hold the pieces together. What a mess. *********** needs to and should take responsibility for this fiasco. Milani needs to be willing to be flexible to achieve a compromise which I don't see happening. I could go on but what's the point. A bitter ****** learned. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/03/2023

  Hi ****
  
   
  
  My statement stays as is and explains how sometimes what is explained on the phone to customer service can be very different once the technician arrives on site. You did receive a zone valve which was installed and the only charge to you was for that valve and one hour of labour, you were not charged for 4 hours of labour and the invoices show only a 1 hour charge and the zone valve charge. There are no further discounts to be given.
  
   
  
  Regards,
  

  Customer Answer

  Date: 01/03/2023

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

  I have two problems with your statement:

  1) You need to take responsibility and ownership of what **** did. You have admitted that he is not a tech but willing to back his actions which is totally bizarre. I contacted a number of companies and ALL of them turned the job down because they didn't want to commit to the job without draining draining/flushing the system. They were honest about it but the same cannot be said about Milani. As far as I am concerned the service call was under a false pretense.

  2) Let's clarify one point - only the ***** was replaced in the zone valve AND the problem still exists which I have mentioned numerous times. I am getting charged for an incomplete job, really? Now I will have to pay someone else to fix this problem. Milani should NOT send techs that have no idea what to do - he is an engineer without any practical experience - only in theory. The fact that ***** didn't show up to help is of no concern to you.

   

  I don't see any point in carrying on this charade. You will never see the absurdity of what Milani has done. ***************** obviously, is not a priority.

   

  Let's agree to disagree. Let my complaint remain as unresolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:23/01/2023

  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.

  * ** * ******* ****** ******** My furnace stopped working and I called Milani Plumbing and Heating to come in evening to assess and fix the problem. When the tech arrived he said the furnace was ancient and that parts are obsolete and unavailable, so it was unlikely that it would be fixable. His "troubleshooting" ended burning out the thermostat (I found this out the next day and replaced), as the time and labour charges increased. He then put on the hard sell for me to buy a new furnace from them (with labour clock on). The new furnace contract contained *** ***** things: Characters were left off the model # that distinguish between much cheaper and much more expensive models. This left an opening for them to sell me the cheaper one for the price listed. Secondly, they listed a 5 year parts warranty on contract, while that mfr offers a 10 year parts warranty on their furnaces. The next morning I phoned an HVAC parts provider to find that all of the components the tech said are obsolete/unavailable are standard off the shelf. * *** *** ****** ** * **** * ***** ** * ****** ** **** ** * *** ******* **** *** *******  I phoned Milani "customer service" and told them about the **** and that I expected not to be charged. They apologized and for two weeks I was not billed on credit card - charges recently came through and I am disputing transaction with credit card company. That day I got another company to come and fix furnace, which they had no problem doing. I told one of their techs about what happened with Milani; they were familiar with this **** and knew the tech by name. I cannot believe the nerve he had to list in writing on the service invoice that parts are no longer available for this furnace. I am voicing this complaint because I should not have to pay for this bad faith service call, *** ** **** ***** ******* *** *** ****** ** **** ****. ** ** ******** ** **** * ****** ********* ******* ****** * ******* **** ** **** **** *** ******* ** ** ** *********

  

  Business Response

  Date: 13/02/2023

  Hi *******
  
   
  
  I am sorry that you were not satisfied with our service, the approach of replacement would be standard in this situation where the furnace is over 30 years old as that is the best option for the customer in terms of cost in the long run and the fact we cannot warranty a fix on a unit of this age. The invoice does not state obsolete it states the diagnosis to replace gas valve and control board or “Due to age of the furnace & lack of parts for this kind of furnace we strongly recommend to replace the furnace” this just means could be difficult to source due to the age. Both options are on the invoice so the customer can decide how they wish to proceed as this was an emergency after hours call meaning when tech went out suppliers were not open to confirm part availability.
  
   
  
  To conclude the amount has been reversed by the customer’s credit card provider so no refund can be done at this time.
  
   

  Customer Answer

  Date: 27/02/2023

  The Milani employee attending my service call was very clear and unambiguous in orally stating that the furnace could not be repaired because of its age and importantly, because the required parts are no longer available.  This was very clearly stated several times and the point about the unavailability of parts was echoed in writing on the service invoice.  Neither orally nor in written form did the Milani representative mention that maybe parts would be more difficult to find, and that he would have to check with his colleagues in the office during regular business hours.  He was quite categorical in the way he seemed to know the about the unavailability of parts without checking.  He then quickly pivoted to a strong push for me to buy a new furnace and sign the contract for this purchase right away, in order to get a discount on the service call bill.  It was clear that I was stressed about having no heat and if I went along with his expert opinion about my furnace being unfixable it would seem likely that I would make the choice to go with a new one from Milani.  I did not and do not appreciate such sales tactics.
  
  Milani did reach out to me twice by phone after receiving the BBB complaint and it seemed that we were getting close to a fair monetary agreement (they would refund about two thirds of the cost of service call).  However, when I pressed them about whether they made a "mistake" in the way we were treated they sounded uncomfortable and then abruptly ended the call.  I reached out to them the next day but they never returned my call.   The closest they came to an apology was "that they were sorry I was upset"; the unstated part of this was because it was inconvenient for them when a customer is upset.  I asked the Milani rep. on the phone whether they thought we were treated improperly and if the tech made any "mistakes".  Their comment was that they thought he should not have put in writing on the invoice that parts were not available.  It appears that they are not willing to own up to the possibility that there were problems with the way we were treated. 
  
  Finally, the full refund we received from credit card company is only temporary, until they conclude their investigation, which has a time line of 120 days max, beginning on 11 Jan 2023.  I am surprised that the merchant (Milani) was not also informed by the credit card about this protocol. 
  
  Thank you for giving me the opportunity to submit this response.
  
  Sincerely,
  ******* ********

• Initial Complaint

  Date:30/12/2022

  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.

  Hello,Attached are files containing my communications with Milani Plumbing regarding a repair to my Hot Water Tankless unit. I called Milani on Nov 4/22 to repair the unit and decided to give up trying to have them fix it on Dec 1 /22, after paying $1,134 and getting no improvement whatsoever to fixing the machine. They did not have the knowledge to fix this ****** Tankless. After 3 visits from 2 technicians, they gave up and told me to buy a new unit for $6,000. They refuse to reverse the charges they put through my ******card despite doing nothing that solved the problem.I had a different plumber install a new hot water tank but have kept the tankless unit which likely can be fixed by a plumber with proper knowledge of how to repair tankless systems.The delays and lack of hot water for over a month have been very frustrating.The repair service was limited to cleaning the unit, over and over, and a few very simple tests.I also took 4 videos at different temperatures and rates of flow, for how the unit operates for approximately one minute and then shuts down with the same fault code exactly the same each time. This should be possible to identify the cause of the fault.I hope you can look into this matter.Yours truly,************************* ***************************************** ************

  

  Business Response

  Date: 17/01/2023

  Hi ******
  
   
  
  Milani apologizes for delays due to parts or sourcing but many of these delays are out of our control, our recommendations are what we believe will benefit the customer best based on troubleshooting from the technician and the manufacturer.
  
   
  
  Nov 7th Technician comes out to diagnose and see what is going on, believes a part is needed but we were unable to communicate to the manufacturer due to the time of day. Cost of service $216.25.
  
   
  
  Nov 16th Technician arrives does a full cleaning and troubleshooting with the manufacturer on the phone, it is determined that the fan motor assembly needs replacing. ETA for part from the manufacturer was 2-4 weeks but customer sourced from an alternate supplier themselves to get parts faster. Cost of service $568.05.
  
   
  
  Dec 1st Technician replaces the blower fan and continues to get an error code, calls the manufacturer and they do additional troubleshooting to determine issue with heat exchanger which technician has cleaned and issue still not resolved so recommendation is to replace the unit. Did not charge and gave quote for new unit.
  
   
  
  Based on the diagnosis of the issue, age of the unit which is ***** years old and limited service received in its life means that it would be time to replace, it is more value for the customer to put the money towards a new unit then continuing to repair.
  
   
  
  Milani only charged for two of the three services which was a reduction of $390.60, a discount was also offered off on options to replace with new tankless water heater or per customer request an electric hot water tank allowing them to get some additional money back from the $784.30 spent on service towards new product. Offer for discount on new install still stands and customer may reach out to ********************** if they wish to proceed.
  
   
  
  Kind Regards,

  Customer Answer

  Date: 23/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:  the repair service failed with the wrong diagnosis, causing no improvement whatsoever.  Milani still doesn't know what is wrong with the unit.  The repair service ordered was not delivered.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 31/01/2023

  Hi ******
  
   
  
  I understand you requested a service to fix the unit however when a unit cannot be fixed due to age and lack of maintenance we cannot refund the full service charge, Milani gave discounts on the service and offered further discounts to install a new unit. It was deemed by my technician and manufacturer that the unit needed replacing, the tankless is no longer installed per original complaint and has been replaced by another company which was what Milani had recommended be done by them. I feel the offer given was fair and still stands, no further refund will be given.
  
   
  
  Regards,
  
   

  Customer Answer

  Date: 01/02/2023

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

   

  Reply to Jan 31, 2023 Message From Business with my comments alongside wording.
  
  I reject the Business Response
  
  
  
  MESSAGE FROM BUSINESS:  Received Jan 31, 2023
  
  Hi ******
  
   
  
  I understand you requested a service to fix the unit however when a unit cannot be fixed due to age and lack of maintenance

  
  {this unit should last 8 to 12 more years. Also, Milani did a full maintenance service 2 years earlier}
  

   we cannot refund the full service charge, Milani gave discounts on the service and offered further discounts to install a new unit.
  

  {Your discounts are worthless as explained in my Jan 21 reply.}
  

  It was deemed by my technician and manufacturer that the unit needed replacing,
  

  {technician said he couldnt figure out what was wrong and therefore could only continue to change out components until the faulty part was discovered. He told me he didnt have the tools or parts to test the circuit board or other components}
  

  the tankless is no longer installed per original complaint and has been replaced by another company which was what Milani had recommended be done by them.
  

  {Milani recommended a $6,000 solution to replace with same unit, or $3,000 to install a tank. A more affordable solution was to have another business install a tank for $1,600.}
  

  I feel the offer given was fair and still stands, no further refund will be given.
  

  {What could you possibly mean by saying the offer still stands when you know I have solved the problem.
  

   

  I reject your offer and do not agree to the charges by Milani to my ******card.}
  

  
  
  I repeat the observation I made in my Jan 21 email:  all 3 major components work perfectly but only for about 1 minute.  This includes the burner, blower, and heat exchanger. The technician is aware that these parts function perfectly with variable speed blower, and variable velocity burner, congruous with the rate of water flow. Still, the technician cant diagnose why the unit shuts off after 1 minute, then, immediately restarts and runs perfectly for another minute, time after time.  This has been so, from the first call to Milani to have it fixed.
  
  Yours truly,
  
  *************************
  

  Customer Answer

  Date: 03/02/2023

  I have just realized that the invoice Dated Nov 16, 2022 for $568.05 is incorrect.  The time shown on this invoice is 10:45 to 12:30 for a total of **** hours.
  
  The technician completed the invoice by wrongly charging me for 3 hours.  The first hour is at a higher rate and I was told that subsequent hours are charged at a lower rate and to the nearest half hour.
  
  This lower rate should be 1 hour at $158; not 2 hours that was charged on invoice.
  
  Therefore, this invoice is wrong and is overcharged by $158 plus GST.
  
  Attached is copy of invoice ******.
  
  This invoice was posted on my ******card on Nov 23, reference ************ for $568.05.
  
  As per my claim I dispute this complete charge but this is just another reason why this charge is incorrect.
  
  Your truly,
  
  *************************

• Initial Complaint

  Date:13/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my hot water tank replaced by Milani on November 8/9, 2022. In order to do so, Milani had to pull out my washer/dryer. When the technician left, he did not re-insert the washing machine drain hose into the stand pipe drain so when the washer was run on November 21, 2022, it caused significant water damage to the downstairs neighbour's unit. I contacted Milani's office via telephone and email on no less than 14 occasions (not including calls where they simply hung up) respecting a claim to repair to my neighbour’s property and clean up of the mess they left in the parking lot after the initial replacement of the hot water tank. I sent them numerous photographs of the damage as well as a copy of the invoice sent to me by my strata corporation demanding I reimburse them for their plumber's attendance to assess the issue. Milani has REFUSED to take any responsibility whatsoever for repairs to my neighbour's unit or to reimburse any of my additional costs. The reason they are giving is that because the washer hose was not originally "secured by a laundry box" they did not have any obligation to secure it when they were finished their job. It is abundantly clear they were NEGLIGENT in not re-inserting the hose back into the stand pipe regardless of whether or not a "laundry box" was present and one could argue they were, in fact, additionally negligent by not advising, in the professional capacity under which they were hired, that the lack of a laundry box could be a potential issue in the future. In addition, I have just found out they have charged my credit card a further UNAUTHORIZED amount of $370.65 which they are claiming is for reattending at my unit to "inspect" the damage THEY CAUSED (the tech spent more time looking at his phone than looking at the damage). No invoice has been produced.

  

  Business Response

  Date: 20/12/2022

  Hi *******

   

  Thank you for taking the time to speak with me the other day and per that conversation I have explained to you that the lack of laundry box is not why this is not covered and that was only mentioned to you as a suggestion of what can be put in instead of a stand pipe like you currently have. Having a stand pipe for your washing machine to drain into is fine but adds additional risk to having a leak from the open drain line. I would not be able to cover damages caused by a leak 12 days later from this type of drainage set up which was pre-existing  prior to our service. Regarding the charge for the return visit on Nov 22nd I had advised them not to but my message was too late so I apologize for this, I did advise that it would be refunded and I have now confirmed that it has been refunded to your original method of payment.

   

  Kind Regards,

  Customer Answer

  Date: 28/12/2022

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

  Your technician did not re-insert the washing
  machine drain hose into the stand pipe drain after the hot water tank installation thus causing the damage. Plain and simple. The flood of water and resulting damage would never have occurred had the drain hose been inserted correctly.  I have lived here 26 years and NEVER had an issue.  It was your agent who went on and on about my not having a "laundry box" and how it wasn't your technician's responsibility to re-secure the hose without a laundry box being present. It was late, he was tired and anxious to wrap things up so made an honest mistake. Why you cannot take responsibility for the mistake and make restitution is beyond my comprehension.  

  I do acknowledge receipt of a refund of the additional service call charged.

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

  

  Business Response

  Date: 17/01/2023

  Hi *******
  
   
  
  I have explained that having a laundry box is unrelated to the situation and was just a recommendation to have one installed, at no point did we say anything about the lack of laundry box having an effect on the decisions the technician made or that he did not place the washer hose back. Unfortunately any drain issue that could potentially occur in the stand pipe could cause the washer hose to pop out or the water could overflow out of the stand pipe as well, it is just a hose placed in an open drain pipe which was further confirmed by the photo provided after the leak happened. It is an unfortunate situation and I did refund the service from Nov 22nd in the amount of $370.65 when we were called out for the leak but strata had sent someone already so the issue was resolved by the time Milani arrived, I felt it fair to refund the charge for that service.
  
   
  
  Kind Regards,

  Customer Answer

  Date: 23/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.  There was NEVER a recommendation to install a laundry box.  It was Phillip from your office that went on and on about the lack of a laundry box being an issue.  But it doesn't matter.  I feel the whole topic of the presence (or lack) of a laundry box is just being used by you as smoke to cover the real issue and deny accountability.  I have water damage.  My neighbors have water damage.  The BOTTOM LINE is that had the drain hose been placed in the stand pipe PROPERLY, as it should have been, the water damage would NEVER have occurred.  With social media being what it is, one would think it would be less expense to say "whoops - here's a contribution towards the financial burdens you now must bear to make up for our simple, yet costly, mistake" rather than go the route you have chosen.  In our business, we make a mistake, we own it and fix it.  We do not blame the client.  

   

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

• Initial Complaint

  Date:01/12/2022

  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.

  These people are extremely hard to deal with. On numerous occasion, I had to keep calling for update on my quote. It took many days of calling to finally get a new quote. My original quote in end of Aug was $2,940. Turns out the quote is good for 30 days and I asked for an updated quote. The new quote for Nov will be $5,155. This is insane!!! This is over $2k extra in a matter of couple months for the exact same part to be fixed.
  
  STAY AWAY from this company. There are so many in the lower mainland in Vancouver that will not screw you over like this.

  

  Business Response

  Date: 05/12/2022

  Hi ******
  
   
  
  Thank you for taking the time to speak with me and as I explained the price change is due to the supplier now not having it readily in stock meaning they need to order it in and with global supply chain issues they have raised the price for us to get this part which intern increases the price of the quote. I do apologize but these things are out of our control which is why we put a 30 day time period on quotes because product and pricing can change for us meaning it would change for our customer as well, we do state this on the quote. If there is anything else I can assist you with or you wish to proceed with the quote please reach out as I would be happy to help.
  
   
  
  Kind Regards,

• Initial Complaint

  Date:30/11/2022

  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.

  **MADE appointment to fix broken sink early next day even though it was the weekend and more expensive (being new parents is stressful enough)
  **MILANI did not show up
  **CALLED customer service: he listened and said "You can talk to dispatch. I'll put you on hold"
  **WAITED
  **SAME agent picked up and greeted me like I was a new call
  **TOLD him he was the one who put me on hold: he said he'd put me on hold again.
  **DISPATCH operator answered and replied that the plumber assigned was having problems with his first call of the day. Said if I just could understand she tried calling him and hadn't gotten an answer back yet
  **I REPLIED she could have at least called us to tell us about the problem
  **SHE apologiezed and said yes she could have. Offered to book us tomorrow morning. I asked if she could give us the weekday rate for the trouble and she said no.
  **SINCE we already had to wait more, we decided to wait a bit longer and do it on the weekday for the lower rate.
  **PLUMBER arrived on the weekday and did the requested work.
  **TOOK less than 1 hour (arrived at ~:35 at our unit, and presented me with the bill at ~:26 of the next hour), but charged for two hours' work (fractions are counted as whole hours)
  **AFTER I signed, he told me to give him a good review on ****** so he can get $20. He told me to get my phone, took the phone from me to load up the correct page, then handed it back for me to do it when he couldn't figure out how to work my phone.
  **I LOADED up the ****** review page, he reached over and gave himself 5 stars and then told me to write " came and did a good job"
  
  COMPLAINTS:
  #1 - First plumber did not show up
  #2 - Careless treatment by phone representative
  #3 - Dispatch operator made excuses rather than amends
  #4 - Plumber charged two hours for one hour of work
  #5 - Plumber coerced me into giving him a good review.
  #6 - Not one person I had contact with behaved professionally - let alone offered good customer service.

  

  Business Response

  Date: 20/12/2022

  Hi *****
  
   
  
  I have tried to reach out to discuss your concerns but have not been able to get in touch with you, if you do wish to chat I would be happy to do so and you can just call into our office and ask for Nicole. I will address your concerns here the best I can, first and foremost I want to apologize that you were not happy with our service and feel that our scheduling and communication fell short as customer service is very important to us and I never want to hear when our service does not live up to our standards. Regarding your bill from what I can see the tech charged $319.20 which is for 1.5 hours, if you say it was no more than an hour and based on your experience you had I will happily adjust this down to a 1 hour charge and reduce that hour charge to $205.00 + GST making the revised bill $215.25. I hope you find this resolution satisfactory and will consider using us in the future.
  
   
  
  Kind Regards,

  Customer Answer

  Date: 09/01/2023

  
  The business ("Nicole") reached out to me via phone on December 15, 2022 and left a message for me regarding the complaint. 
  I called them back at the number they left in their message on December 22, 2022 at approximately 1:17pm but was unable to get ahold of her.  I said I was returning her call, and the person who answered the phone said she would send Nicole an email about my call.
  I have not heard back from them since.
  
  Best,
  ***** D
  

  
  

  

  Business Response

  Date: 12/01/2023

  Hi *****
  
   
  
  Thank you for taking the time to talk with me today, I do apologize for the delay over the holidays. I have gone over my previous msg with you stating that I had reduced the bill and am deeply sorry for the re-schedule but unfortunately this can happen sometimes when unexpected situations arise. I appreciate your understanding and feedback, Milani hopes to see you as a customer again in the future.
  
   
  
  Kind Regards,
  
   

  Customer Answer

  Date: 13/01/2023

  
  
  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,
  
  
  
  ***** Dong

• Initial Complaint

  Date:28/11/2022

  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 October 7 I called Milani to repair a drippy leak coming out of the pipe by awall. As this leak was below the shutoff, I knew that the water would need to be shut off. I was fussed when speaking to the dispatcher, who seems to not have been listening or asking the right questions. As this was over a month ago, I can't recall the conversation. Apparently I didn't advise it was below the shutoff, but this should have been common sense based on my description of the leak to the dispatcher. I emailed my strata on October 7 to advise about water shutoff on October 11. On October 11 the first plumber came, took a look and immediately advised he couldn't fix it. as the water needed to be shut off. He then tried to get me to sign his invoice, which I refused, and then he left, saying someone else would come. I called back and another plumber came out. I paid him by strata cheque and he left. More than one month later, an unauthorized charge of $215.25 has appeared on my credit card from Milani, with no communication to me whatsoever between October 11 and November 16, the date of the second charge. I have now spent a week either waiting for someone to return my call or to refund my money. I just spoke to Phil at Milani who has advised that because I did not state it was below the shutoff I would not be refunded. He stated that it was in a poly b pipe (it wasn't, it was a thicker pipe), which confirms to me that the dispatcher was not listening or asking the right questions. They are refusing to refund my money, even though I provided them with the email sent to my strata on October 7, advising that the water would need to be shut off. I never received any documentation from Milani on the first plumber. This is completely unacceptable, and if I did not routinely check my credit cards, this charge would have slipped through. I certainly hope that this isn't Milani's normal practice. Is it legal to charge someone's card without letting them know?

  

  Business Response

  Date: 12/12/2022

  Hi *********

  
  
  
  Thank you for taking the time to speak with me regarding your concerns, per our conversation I explained that every detail the customer has about what needs to take place when we come out is very important for us to know to ensure a smooth service, a shutdown to multiple units in a strata would be an important detail. I have agreed to refund back the first visit of $215.25 as a gesture of good faith as I do understand customers are not technicians and may not know what details are vital. Customer service is important to us and even more so keeping you as a customer, you will see that refund on your end in the coming week.
  
  
  
  Kind Regards,

  Customer Answer

  Date: 12/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18462366, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* Fraser

• Initial Complaint

  Date:25/10/2022

  Type:Product 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 of the transaction: Sept 07, 2022
  - The money I paid: $215.25
  **On Sept 8th, Milini said they confrimed that they have had the charges from my credit card to another credit card. However, I don't see any refund from my credit card from Milani. When contacted with Milini on Oct 21, 2022, they said they have confirmed the refund to my account was put through on Oct 17th so it should show up anytime and the charges will be moved to another card.
  However, on Oct 24th, there is no refund from Milani when I have checked my credit card statement.
  - The date of the receipt from Milani is Aug 29th, 2022. The technician is Sia. Truck# is ***. The job # is ******* and the receipt # is *******

  

  Business Response

  Date: 27/10/2022

  Hi ****

   

  As discussed on the phone I think this was a communication error that the refund had been submitted on October 17^th after we received the alternate method of payment and was pending processing. I have now confirmed with you the refund has been processed and you should see it on your end any day now.

   

  Kind Regards,

  Customer Answer

  Date: 29/10/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I've just checked my credit card statment/history today (Oct 29th) and it does not show the refund from MILANI. My credit card's last 4 digits are ****. Which card did you make a refund?
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 24/11/2022

  Hi ****
  
  
  My understanding is that you spoke to one of my customer service representatives and they have confirmed with you the refund has been done.

  Customer Answer

  Date: 05/12/2022

   
  
  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:11/10/2022

  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.

  *** *** ******* *** ***** ********* ******* ***** ******** ********* **** ** 20 September 2022, Milani installed a new furnace at our house. During the course of the installation, the technician created two large holes in the ceiling (see photo). This is completely unacceptable in the first place, but to make it worse, the technician did not fix the damage and upon follow-up with Milani, we were informed that we would have to pay for the holes to be fixed ourselves.
  
  This was not part of the original agreement. The technician also did not verbally inform us that Milani would not be paying for the damage created, before making the holes. Otherwise we would not have consented to it.
  
  I am requesting Milani to fix, at its own cost, the damage to our home immediately, as well as a written apology.

  

  Business Response

  Date: 25/10/2022

  Hi *******
  
   
  
  I had e-mailed **** in response to your concerns but have not received a response, below is what I had advised in my e-mail regarding the drywall.
  
  Cutting drywall is needed for us to see inside the ceiling so we can run the venting to an exterior wall. It states on the quote that drywall repair is not included, this is standard with any of our installations. What I can provide you with are grates to cover the holes, that is what we normally use if the customer is not planning to patch the holes.
   
  
  Kind Regards,

• Initial Complaint

  Date:21/09/2022

  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.

  From the start of our service with Milani which started Sept 8th and involved test messages and phone calls, we have felt the service to be non professional. Prices and quotes can only be provided over phone, and for some reason they will not email or give written prices or quotes. After talking and discussing with Milani, mostly Dave, they gave us verbal costs for a new 50 gallon hot water tank. I asked multiple times for them to provide me the exact make and model of the tank so I could then look up product reviews, and more importantly product dimensions to ensure it would fit into the space we had. Milani was not able to give us the specific model they would supply and install, and that they would show up with a model they have in stock.
  
  We agreed to proceed as we needed a hot water tank to replace our existing old tank that was failing, and now providing very low pressure that its nearly impossible to enjoy a hot shower. We booked in Tuesday 13th Sept for them to come and install the new tank, however they called that same morning saying they could not come today, and rescheduled until Wednesday 14th Sept. Mike P arrived to install, however as soon as he walked through the door he threw his hands up in the air and said they brought the wrong sized tank and would not be able to install it that day. He mentioned they would need a thinner and taller tank for the space we have. Mike was not helpful at all and simply handed us a $236.25 bill, which states they have my credit card. They then proceeded and charged us for a service they was not provided and only offered a bill credit if we proceeded and had them do the tank install.

  

  Business Response

  Date: 11/10/2022

  Hi *****
  
   
  
  I am sorry that you were not happy with our service and that we were not able to install the hot water tank the day we came. Per the conversation you had with one off our customer service representatives to book the service you inquired about getting a larger tank so the Rep gave you the measurements of the 50 Gal tank and then gave you the make, model as well as went over the warranty. We go over the measurements beforehand so the customer can check the current tank they have and space it is in to ensure we bring a tank that will fit. We also ask about the space around the tank so the customer can advise us on anything that could pose a problem, in your case there was a toilet that the tank would have to be lifted over and part of the furnace which we were not advised of. Milani gave you a new quote to reflect the new scope of work that would be needed, we advised that if you proceeded with the quote we would put the service call of $236.25 for the visit on Sept 14th 2022 towards the project as a credit. This offer still stands or alternately if you wish to not proceed with the quote I can apply the $236.25 as a credit on your account for future service from Milani.
  
   
  
  Kind Regards,