Complaints

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:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 16, 2024 Millian-air tech assesses the problem with my 4-year-old Trane AC, he had to order parts.Aug 23, 2024 Millian-air repaired the A/C for $1299. I also purchased a 1-year Maintenance contract which included 2 visits for $250.00 About 10 day later A/C stopped working, called Millian-air (answering service the weekend).Since it was week-end I called my son-in-law A/C man in *********, using iphone with facetime, the problem was shut-off sensor had water, fixed the problem. Called Millian-air to inform them that the problem was fixed.About 10 days later, beginning of Oct. A/C stopped again, same problem. Called Millain-air the appointment was for Oct. 10th 9am and 12 noon, the morning of the 10th the appt. time was changed to after 12 noon, tech arrived 8:35PM with no calls indicating he would be so late. In Aug. Millian-air called me to scheduled my first ******************* on Friday, Oct. 18th 2024 between 11am and 2 pm. On the 18th waited all day, no one came to service the AC.On Monday, Oct.21at 2024, I called Millian-air to ascertain what happened to my service appointment. I was told I didnt have a contract and no payment was received. I told them better check your records, I have a contract and paid receipt, to which I sent a text message to Millian-air showing them a PAID IN FULL receipt and the contract. She then said I see something was scheduled for the 18th.I then request a full refund of $250. She said shell advise her supervisor. No calls, no emails from Millian-air.On Thursday, Oct 24th 2024, I hand delivered a letter to Millain-air at their office on ***52 requesting a full refund $250.00 for breach of their contract. With a detailed note listing events above and copy of maintenance contract and paid in full receipt. To date, Nov. 4th, still havent heard from Millian-air.

  

  Business Response

  Date: 11/05/2024

  Good morning,

  We apologize for the mix-up with the check. We accidently created a duplicate entry into our system that made it seem that the payment was never received. We expected that the check would have already reached you, but we have gotten with our accounting department to get another check cut and we will have it today. The office will call as soon as it is ready to see if you would like it mailed out to you or if you would like to pick it up.
  
  Thank you, and we apologize for this inconvenience once again. 

  Customer Answer

  Date: 11/11/2024

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

  I received my refund a $250.00 check.

  Thank you very much for assisting me in this matter, 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disappointed with the service promised by paying extra to be a Millian ********* member. Air handler motor failed on 8-17-24. Contacted representative that day, as interior temperatures were rising due to no cooling, and the best that could be done was to schedule a technician for 8-21-24. Millian Aire website advertises, charged for, but was unable to deliver, the promised 365-day service and priority service over non-MAC customers.

  

  Business Response

  Date: 08/20/2024

  We apologize for how this situation transpired. Our call answering service that we use for after office hours and weekends were telling some customers that we wouldn't get out to them until the 21st. We have already gotten with the on-call service to figure out what went wrong and prevent this kind of thing from happening again. 
  

  Our Service Manager did reach out Monday after the call into the office, but understandably you had already found another company to come out. We apologize for the miscommunication and hope we can earn back your trust. 

  
  

• Initial Complaint

  Date:07/22/2024

  Type:Order 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.

  Paid for maintenance service every 6 months to date no service done I keep getting excuses why appt is canceled paid total of ******

  

  Business Response

  Date: 08/05/2024

  We apologize for rescheduling your appointment multiple times. We are sending a check to refund the money for the maintenance agreement. 

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A ********** Split AC Unit was purchased in January ********************* our Florida home at ************************************************************************************ *******************************************, *******. The unit came with a 12-year parts and labor warranty. In April 2024, the unit started malfunctioning and was serviced by the installing dealer 6 times with no resolution of the problem. Different parts were replaced and now we are being told that the main circuit board has to be replaced, but it is not available. They have to contact the manufacturer and get it from the assembly line. When my wife called to inquire about the delay, the service manager, *******, was both rude and disrespectful to her. We still have no AC and have no idea how long this part will take to arrive. We financed this installation and for the last 2 months have been making payments on a non-functioning AC unit. The last thing that my wife was told by ******* was that we are out of their service area and after my wife asked why we were sold the unit if that was the case, we got no answer.We have since hired another factory authorized contractor to diagnose and service the unit and transfer our 12 year parts and labor warranty. We no longer want to deal with the installing dealer who has a service manager that insults, disrespects, and hangs up on customers.We would like a total refund of $748.36 which represents two months of our finance payment as well as a refund for a power conditioner that did not solve the problem.Thank you for looking into this matter.***********************

  

  Business Response

  Date: 06/27/2024

  Attached are the current correspondence between *********************** and our company. We are trying to resolve this outside of BBB, but I am responding to this complaint now because our time to respond is coming to an end. We feel that we have continued to provide service and disagree that we are liable for the costs of the system over the previous two months. We have continuously tried to correct the issue that has arisen but have not had the issue in the years prior to this summer. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21853474
  
  I am rejecting this response because:
  

  My husband **** forwarded your email to me.  I have been communicating with ************** at Millian-Aire.
  
  Unfortunately, the issue has not been resolved.  I have been communicating with ************** and up until recently, thought he was trying to work with us to resolve the issue.  I have attached copies of the email communications with him since June 27th.  I've also included my initial email from June 14th which ************** did not provide to you.  Here is a recap of our most recent emails:
  After receiving ****************** June 27th email, I contacted the new ********** dealer to see if the part ************** was recommending would be covered under our warranty. They informed me that since ********** had determined the issue to be sizing, they would not cover the board under the warranty.  I advised ************** of that and asked that he provide the original load calculation for our system since that seems to be a key factor in the issue.
  ************** advised that he reached out to his ********** representatives and said that they could not find any case numbers for our system from the other company and they would not turn down a warranty repair due to sizing.  
  Rather than let this become a finger pointing opportunity between two dealers, on July 12th I asked ************** to move forward with Millian-Aire's recommended warranty repair and replace the main board.  I also advised him that we would have the 3rd party labor warranty moved back to Millian-Aire so the entire repair would be covered. 
  On July 18th, I was advised by the 3rd party warranty company that Millian-Aire refused to take back the labor warranty.  I emailed ************** on the same day and asked if he could explain.  I have received no response.
  On August 6th, I again reached out to **************.  I wonder if the reason why he is not responding and moving forward with the board replacement is because he suspects it will not resolve the issue.  I asked again for the original load calculation.  
  I think the underlying issue is the sizing of the unit.  As I've explained to **************, nothing in the room has changed.  The original system that was quoted by *** at Millian-Aire was an ****** *** cool only system.  When we were ready to move forward with our project, *****, a new sales person, came out and recommended a ****** *** heat pump.  I don't know why they changed the *** rating and have been asking for the original load calculation, which they have not provided.
  
  It is obvious that they are no longer willing to work with us.  At this point, I think the only way to resolve this amicably, is for Millian Aire to pay the remaining 19 payments of our zero-interest loan which equals $3,154 so we may pursue an alternative solution.
  
  If you have any questions or would like to discuss, please don't hesitate to call.  I can be reached at ************.

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

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 15, 2022 we were told we needed a new air handler and AC Unit. The cost was $10,000 financed through GreenSky. Before Installation I had a Nest ***rmostat, was told it was not compatible with *** Diakin, told ***m i needed a smart ***rmostat. I was given a book about ******, showed *** Daikin + smart ***rmostat, thought that was what I was getting. On March, 21 unit installed. A different ***rmostat which was not *** Diakin was installed. After installation *** unit would not work. So for 4 days to fix *** problem. They changed out *** ***rmostat to Diakin + smart *** second day. **w I have a s**** hole, *** old paint showing. They offered hotel room but declined because we had 2 dogs and 4 people. By *** 4th day a main guy from *** office came out and said he brought a Diakin Rep with him. The rep told him that *** ***rmostat wasn't *** problem it was something else. Then rep told *** main guy that we needed a bigger return in Master bedroom and maybe ano***r because of this new system. We were told our duct work and returns would work with this system. The *********** guy said he would install *** return at no cost because we declined *** hotel rooms and to call when we get back in town, because we were leaving for months. We get back in town at *** end of **v and have had nothing but problems, water spots around a vent, and error codes for *** last month. They said due to *** error codes we need more returns and bigger duct work. I told ***m about what *** rep said and ***y have no record of it and *** main guy was let go from company. The guy *** who sold us *** unit said we should get *** duct work done for 50% just labor or just parts. But ***y are charging us $9,000. They installed *** duct work on 1/9/23. They left a mess when doing *** duct work, cut *** whole for one vent to big, and after ***y left ano***r code came one, and our temp is now 5 degrees off. I have no paperwork for *** estimate for duct-work i signed, was given ***** ** resolution

  

  Business Response

  Date: 02/02/2023

  We apologize for any misunderstanding that *** have incurred throughout your experience with Millian Aire. As you mentioned,we installed a new system for your home, and throughout the installation there *** have been some confusion on what thermostat was to be installed with your system. The thermostat that was originally installed, was the thermostat that is most commonly installed with your specific system. There also seems to be some misunderstanding about us covering the duct expenses. A completely covered job, or one that is 50% discounted would be communicated with all of our upper management if it were offered. There is no record of any kind of Millian Aire covering the duct expenses or offering a 50% discount. Furthermore, we discounted the total price $750. We are trying our best to work with you, but we are unsure what more we can offer other than what we already have.

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18723284
  
  I am rejecting this response because:
  You have not tried to resolve anything. You have ignored my requests for an itemized bill. You sent me "invoices" for service records as individual e-mails with an E-mail address I cannot reply back to. You over charged me for the duct work and your supervisors know that. Yet, they were rude and condensing and ignored my requests. Your supervisor even told me that they would not fix anything I brought to their attention until I paid the company in full . What kind of company does that? The work wasn't finished. I am NOT satisfied with the work that was performed.

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

  

  Business Response

  Date: 02/14/2023

  I'm sorry to hear that you still feel unsatisfied with the service provided by Millian Aire. It sounds like you had difficulties receiving an itemized bill. While Millian Aire does not provide itemized bills,we utilize flat rate pricing, which is the national standard in the **** service industry, we submitted to you an itemized breakdown of the project. It's important for Millian Aire to address your concerns and provide a satisfactory resolution to the issues you have raised. As a customer, you have the right to receive a full explanation of all charges and services provided. I apologize for any inconvenience caused by the communication issues you faced. Our supervisors are committed to ensuring all customers are satisfied. We have made numerous attempts to schedule the two minor items that you have concerns with but have been unsuccessful, we will work around your schedule to come out and address these items when you are available. 

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising 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.

  Was not able to turn the heat on and called the company. Service call was *****. It is recorded. Technician ****** came in very friendly and promised to do a thorough check of the unit and said he found the problem the blower motor in the air handler needs to be replaced cost could be $2.500.00 but let me call the ********* came up now with $1.500.00 a great saving. But pressured me all the time to buy a new unit and apply this money towards it. I refused and he said ok we will order the motor and will install it. A very easy job. He wanted to paid up front and I refused. I never pay up front ever. Then he wanted the money for the service call now it was $90.00. I said I was told the lesser amount and so I called the company and they apologized. Talked to a manager ***********He was very nice and said the technician should not have pressured me to buy a new unit and he would call me later. Then a new manager called me and tried to pressure me into buying a new unit because other things could break down and there would be more expenses. I refused but was very upset and my blood pressure was rising. Called the Company again to speak to ***** and believe it or not his whole demeanor changed and I was advised to buy a new unit and apply the money towards it, because they do not guarantee anything. I am really upset how I and my husband were treated by this ******** ************* and I believe our age had something to do with it, to scare us into buying a really expensive unit and all we wanted was a repair. I will never ever call this company again. I dont trust them and I think they are dishonest. How can they charge almost $1.600.00 for blow motor in the air handler. I believe there are better companies out there.

  

  Business Response

  Date: 01/24/2023

  We are sorry that you had a bad experience with our company. Our intention was never to sell you anything more than what you need. We pride ourselves in taking care of our customers, and one of the ways we do that is by providing our professional opinions to our customers. In your case, your unit was installed in 2006, making it nearly 17 years old. In our experience we have seen that replacing any critical part in an AC unit that is older than 11 years old can end up costing you more than simply replacing the unit. As sometimes, the older parts cannot keep up with the newly installed parts and could cause more damage. We could not, in good faith, install a brand-new part in your system without educating you on your other options. Additionally, we apologize for the misunderstanding regarding the $79.99 charge and the $89.99 charge. There was miscommunication on our end that did not account for the fuel charge that is normally $10. We understand your frustration and apologize for any misunderstanding that we may have caused. We know that ultimately it is your decision on how you want to proceed with the service, whether that be replacing or repairing, we are here to help you. 

• Initial Complaint

  Date:11/16/2022

  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.

  My Fairly new air conditioner (1 1/.2 yr) stopped working ( I live in Florida) I lost work $2000 because i work out of my house also with bookkeeper and it was too hot to sit here. The company sent a technician over the next morning he checked things over and told me the compressor is bad (parts are under a 10 yr warranty Est cost just for the Labor $1.643.Here is the complaint 1) First I did not need a compressor, because of their negligence and desire to steal money they came up with a false diagnosis. I know this now because after two weeks of sending documentation to the Manufacturer for assistance and speaking to other Air Cond companies looking for an estimate. Two items surface one is their estimate was more than double what another company would charge for the labor, 2nd two other Tech in 5 minutes said it is not the compressor. I have contacted Millian Aire the installation company owner and sales manager first by phone and email and then sent them a certified letter. I never heard the slightest response of any kind. A minor part is needed that caused the Freon to leak out, which is out of stock, however when the tech added freon the system works but not for long. Now my problem is going on one month tomorrow since i discovered my system was not working. In Florida it is dangerous to not have air Cond because of the humidity which can easily form mold and ruin your house. Had they not made this erroneous irresponsible diagnosis I Would have the system probably working by now, but as a result i assumed they were correct and looked for remedies base on their incorrect diagnosis

  

  Business Response

  Date: 11/29/2022

  We returned to the home to diagnose the issue, and found that it was the coil that was the issue. We quoted the replacement of the coil, but the customer did not elect to have us replace it at this time. 

  Customer Answer

  Date: 11/29/2022

  
  Complaint: 18412045
  
  I am rejecting this response because:

  After I made my complaint to BBB
  The company  rep from Milliane-Aire contacted me by email. After I responded to his email he called me on the phone.  He said he was trying to reach me. That’s what I call a big Lie he never tried reaching me
  
  I let them send a tech over to verify their error and of course they agreed with what I already knew. So I wrote back to this Patrick customer rep and said what is your point for coming over here? You gave me no consideration whatsoever, and gave  me the same estimate for labor as before, still  double with another company, would charge not even an apology for their  gross negligence.
  
  They are not even aware that the part needed… is not Available from the manufacturer. I have another company which  is following up with the manufacturer trane.
  
  My thinking is had they gave me  the proper diagnosis in the beginning the part needed may have been available or I could’ve taken other remedies to at least partially alleviate, going without air conditioning in Florida
  
  It took several weeks for me to determine that I did not need a compressor because I was thinking of which direction to go in and I decide and to get other estimates and that’s when I found out everything
  
  The Major point is I want my lost income not a refund for the unit. And is it strange I am getting so much help form a strange company, and never even a response form the owner of Milliane until the BBB contact them. The other company gave me some freon to make the system work until it leaked out, because of the broken part and they brought a portable air conditioner over to my house.Andd i can call get one of the owners to answer the phone at all times 
   I do not know if I can mention the other company's name  ***********
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/08/2022

  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.

  Millian air installed a brand new ac for us 3 years ago improperly and we have had at least 20 service calls, a few times they left us for more than one night without ac, we also found out that they never finished the permits w the city probably because it would not pass. Its been h*** and they want more Money to fix the problems. Now we think they have blocked our phone numbers. My ceilings are damaged now and I would like to speak to the owner *****************.

  

  Business Response

  Date: 12/12/2022

  Millian Aire did install the new system on 3/8/19 and have had multiple calls for service at the house since then. At the time of installation,we recommended getting new duct work, but that recommendation was declined. These calls were due to water in the drain pan and the drain line being clogged. We installed a condensate pump at no charge to try and overcome the drain issues,but again recommended changing the ductwork. We believe, since the beginning,that the increased static pressure due to issues with ductwork was causing the drain line issues. Our recommendations werent followed, and it led to continual drain line issues.