Home Improvement
Milani Plumbing, Heating & Air Conditioning Ltd.Headquarters
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
Customer Complaints Summary
- 74 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally contacted Milani to have someone come in to fix my HVAC since it was not working at the end of June. The original scheduled date was June 30th, I waited for half a day until Milani called me and said all of their technicians have called in sick and they would need to reschedule my appointment to July 4. On July 4, the technician inspected and diagnosed the issue and said they would need to get the parts and install and it could take a few days for the parts to come in. After I scheduled my appointment for the installation on August 4 and waited for most of the day for them to arrive, Milani calls me again and said it would need to be rescheduled so I had to reschedule it again until August 8 morning. On the morning of August 8, the technician never came and when I called Milani, they said they would need to push it to the afternoon. After the technician came and then spent 15 minutes checking his stuff before telling me that he left the parts at the shop and have to go back to pick them up and then come back to repair. Also, on both days of the repair, it seems like the technician took his time slowly writing out his report and also had quite a bit of unproductive time just standing by his truck. ** ***** **** ******* ****** ** ***** *** ********** **** ** *** **** *****. The job took 2 hours each time but the actual work appears to only need 1 hour each time. It's just really frustrating dealing with Milani when they kept on cancelling on me and rescheduling because I kept having to change my schedule around for them; ** ** **** ***** ************* ** *** **** ****** ** ***** ***** ****** **** **** ** ****** ** *****
Business Response
Date: 30/08/2022
Hi *****
I am sorry that there were some issues with scheduling as that is never what I want to hear but unfortunately can happen sometimes. While yes all the time a tech spends on a job from the moment he arrives initially to the moment the invoice is handed over is chargeable, I can offer you one hour back which would be $158.00 + GST as a gesture that you are a valued customer and your time is important and we hope to continue having you as a customer.
Kind Regards,Customer Answer
Date: 31/08/2022
Complaint: ********
I am rejecting this response because I feel that it's more justifiable to provide me with more refund instead due to the inconvenience and delay it caused me (had to go through two heat waves without my air conditioner) and for the non-productive time that was not needed which I should not be billed for.
Sincerely,
***** ****Business Response
Date: 01/09/2022
Hi *****
Thank you for your e-mail, I am sorry that your booking was re-scheduled however a large part of the delay between original site visit and us coming back to put the parts in was actually due to the delay in getting confirmation to proceed as we never proceed without receiving customer confirmation.
Time Line:
June 30th – Re-scheduled site visit to July 4th.
July 4th – Original site visit.
July 5th – Called customer to confirm parts order.
July 11th – Received customer confirmation to order parts.
July 17th – Parts arrive, called customer to confirm return date.
July 27th – Received customer confirmation to return with parts, booked for Aug 4th.
Aug 4th – Re-scheduled site visit for Aug 8th.
Aug 8th – Parts installed.
If we had received confirmation sooner we would have been able to significantly reduce the wait time from original site visit to installation. I am offering a discount of $158.00 to compensate you for the re-scheduling of the 2 site visits and apologize for any frustration that was caused. When it comes to the issue of the delay between the original site visit and the install of parts I will not be able to provide further compensation as this was out of our control.
Kind Regards,Customer Answer
Date: 06/09/2022
Complaint: ********
I am rejecting this response because: I believe if you are going to refund me an hour only, it would be the first hour which would equal to $225 plus tax, and honestly speaking I believe I should at the very least get compensated with 2 hours with the amount of frustration I have had. (basically the first invoice amount for the inspection)
Sincerely,
***** ****Business Response
Date: 08/09/2022
Hi *****
I will honour your request to refund the $225, you will be credited the $236.25 back to your original method of payment in 7-10 business days.
Regards,Customer Answer
Date: 09/09/2022
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:08/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Aug 4, 2021, we contracted Milani Plumbing, Heating, & Air Conditioning to service our furnace and AC units. They performed tune ups on each unit and tested for normal operation. We paid $207.90 for this service (invoice ******)
This year when we turned on our AC, we noticed that the air blowing from the vents was not cool. My partner contacted *** *** ******* * ******* to check the system, **** ***** **** ***** *** ** *********** **** ** *** ****** *** ********* ***** ***** ** * ***** **** **** ******** Since the system is less than 5 years old, they suggested that we contact the installer because it was still under warranty.
I contacted **** ******* *** ******* *** to inquire about repairs. **** ********* **** ***** *** ** *********** **** ** *** ****** *** ********* ** **** *** ******** **** * ****** ** ***** *** * ***** **** ***** **** ***** *** ** ***** **** **** ******** *** ***** *** *** *** *** ******* ******** ****** This cost us $682.50. **** * ********* **** ** *** ****** *** **** **** ** **** *** **** ********* ******* **** ***** *** **** **** ***** *** *** **** **** ********* ***** ***** ****** I think that this business should not have an ** rating on BBB website **** ***** ***** ** ********* ******** ********** Over $1000 to get our system back to where it was before they touched it. We would like our money back.Business Response
Date: 12/08/2022
Hi *******
I have tried to reach out on two occasions and not been able to get in touch, if you wish to discuss please call our office 604 430 2603 and speak with Nicole.
Kind Regards,
Milani Plumbing, Heating & Air Conditioning Ltd. is BBB Accredited.
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