Air Conditioning Contractors
Hiller Plumbing, Heating, Cooling & ElectricalImportant information
- Customer Complaint:The business indicated they would like to speak with consumers before complaints are filed with BBB. Consumers are asked to allow the company the opportunity to respond to your concerns before filing a complaint with BBB. To do so, please visit the company's website at http://happyhiller.com/contact-hiller/contact-jimmy/ and complete the form at the bottom of the webpage. Consumers who do not have access to the Internet may contact Mr. Hiller directly at 615.485.3290. It is not a requirement to contact a business prior to filing a complaint with BBB.
Complaints
This profile includes complaints for Hiller Plumbing, Heating, Cooling & Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 4 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:08/10/2023
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 contracted Hiller to assist me in getting a gas meter installed at my condo on August 8, 2023. KUB had removed it two year ago. The Hiller technician installed a pressure gauge and pressurized the gas lines in the condo while the Knox County inspector watch. The gauge appeared to hold pressure for the required two minutes. I was charged $729 for the job by Hiller.. Two hours after the Hiller technician and inspector left, KUB pressurized the system to 3 psi and it did not hold pressure. Thus, KUB would not install the gas meter. The difference was the type of pressure gauges. Why did Hiller not bring the same gauge as KUB? I was expecting a professional job. I could have done the same job with the same results and saved $700. All I needed was a bicycle pump and a cheap pressure gauge.Customer Answer
Date: 08/17/2023
Hiller admitted that I was overcharged and provided a partial refund for the service. They sent another technician free of charge to help me find the leak in my gas line.Initial Complaint
Date:07/24/2023
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.
Our HVAC unit that was purchased in July of 2022 stopped working on May 23. Since Hiller installed the system, we called them to come see what the problem was. The technician discovered a problem and said the accumulator would need to be replaced. He stated there would be no charge since the unit was less than a year old. I even clarified with him that there would be no charge for the part or the labor On June 6, 2023 , he returned to install the part which took several hours. When he left, he stated that there was no charge since it was all covered under the warranty. However, a few hours later we received a phone call asking us to pay $1,398. The person calling claimed that the part was covered but the labor was not and they were billing us for the initial service call and the labor to install the part. They also sent a "description of work" with a signature implying that the signature is mine- it is absolutely not my signature (it really doesn't even look like a signature).I never authorized Hiller (verbal or written) to complete any work that was not covered under the warranty. I told them this and received a less-than-professional response. To make matters worse, the unit stopped working again last week and had to be repaired again at an additional expense. It is ridiculous for Hiller to not stand behind an $11,000 HVAC unit for at least the first year and then not even fix it correctly and expect a customer to pay for charges that they did not authorize.
Business Response
Date: 08/03/2023
Dear ********************,
Thank you for taking the time to leave your feedback and for allowing us to make this situation right. Our goal at Hiller is to meet or exceed our customers'expectations. If we fall short, we want to know about it so that we can address particular issues as well as improve as a company going forward.
It looks like from the account notes that ******************** management has taken steps to see that complete resolution has been reached, specifically by offering the requested invoice adjustment for services rendered. If, however, said resolution does not comport with your expectation and/or satisfaction, please let us know so that we can do our best to bring this matter to a close. Thank you for choosing Hiller.Initial Complaint
Date:02/17/2023
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.
Hiller installed a tankless water heater, removed two commercial size water tanks, capped off circulating line. Unfortunately they installed a cutoff valve for the circulating line that could not be cutoff due to running a 2 pipe in front of the cutoff valve, During the freeze storm, the circulating pipe burst because the the cutoff valve was never closed. The pipe burst was due to to their poor workmanship. The pipe did not burst in the walls and would not have burst if the cutoff valve had been installed in a manner that the valve could be closed.Two managers came to the property looked at the work on December 28th. One immediately said he would get with the general manager and the other shook his head like he could not believe the poor work. I have had to call three times to talk with this manager and he constantly gets the facts messed up. He says it was and act of God, and they are not responsible in his last email,Hiller took pictures of everything on Dec 28th.Business Response
Date: 03/03/2023
To Whom it May ************************ the customer, this matter has been resolved to her complete satisfaction. I spoke with a BBB rep who indicated they would be reaching out to confirm as much with the customer. Please let us know if there is anything else we can do in this regard. Thank you.
Initial Complaint
Date:10/24/2022
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.
I asked for an estimate on running some wiring and installing two outlets in my crawl space. Over the phone I was told "that job should be around $199" and the diagnostic fee would be waived if I decided to let them do the work. However the estimate was well over $800. It wasn't even close to what I thought it would be, so they suckered me in. So therefore I had to pay the diagnostic fee which was more than what I was told it would be over the phone. I wonder how many other people they bait in and then have them pay the diagnostic fee which is more than what they originally ask for.Business Response
Date: 10/25/2022
Dear **************,
Thank you for taking the time to register your complaint and leave your feedback, so that we can attempt to make the situation right. Our goal at Hiller is to meet or exceed our customers'expectations. If we fall short, we want to know about it so that we can address particular issues as well as improve as a company going forward.
It looks like from the account notes that,subsequent to your latest comments, and presumably in keeping with your expectation, Hiller management has taken steps to see that complete resolution is reached, specifically by offering a full refund for services rendered. If, however, said resolution does not comport with your expectation and/or satisfaction, please let us know so that we can do our best to bring this matter to a close. Thank you for choosing Hiller.Initial Complaint
Date:08/28/2022
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.
In late December of 2020 I had a HVAC unit installed by Hiller. During the install, I paid $895 to have my ducts cleaned. The install went fine but the duct crew did not show up and apparently there was a scheduling mix up on the part of Hiller. I was to set up a new date. Twice in 2021 I called and left a message to try to reschedule and didn't get a call back. I had other services done by Hiller and was happy with them. In July of 2022 I located the card of the person I initially communicated with - ***** ****** and emailed him on assistance with getting a refund. He didn't respond. I've called Hiller and shared the issue and have been told that someone would call me back twice. That has not happened.Business Response
Date: 09/08/2022
Business Response /* (1000, 5, 2022/08/31) */
We at Hiller pride ourselves on providing an exemplary customer experience and when we fall short of that goal, we aim to do what it takes to make it right. With that in mind, we appreciate your reaching out via this official complaint, so that we can arrive at an appropriate resolution.
From the Account Notes, it looks like such a resolution has been reached in this case. Namely, we have refunded the total amount for the work we failed to perform and are slated to conduct a free duct cleaning for you in the very near future. We trust this is in keeping with both your expectation as well as your satisfaction. If that is not the case, please don't hesitate to let us know. Thank you for choosing Hiller for your plumbing, heating, cooling, and electrical needs.
Consumer Response /* (2000, 7, 2022/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/02/2022
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.
Initial date of service 10/6/20 - Part of contract was to replace WHOLE HOME copper pipes with pex piping and to follow up.
Signed up for: Optimum Happy Hiller Club - Annual: Optimum Happy Hiller Club - Annual $359.00
Included: Annual: Deluxe Cooling Tune-Up (Annual) for Happy Hiller Club, Annual: Deluxe Electrical Tune-Up
Annual: Deluxe Heating Tune-Up (Annual) for Happy Hiller Club, Annual: Deluxe Plumbing Tune-Up (Annual) for Happy Hiller Club, Annual: Additional HVAC Unit.
Hiller never provided report for plumbing maintenance. After a third-party inspector discovered the corroded copper pipe that burst and was spraying water into the insulation and crawl space 8/1/2022, determined that crawlspace pipe was never replaced in 2020. Pipes under the kitchen sink were not replaced in 2020. Both areas replaced 8/1/22. Supervisor lied and said copper pipe had pin-sized hole and did not acknowledge failure to complete the job or maintenance. Spraying water from pipe caused soaked insulation and wood in crawl space. Defensive and unapologetic. Third-party inspector reported mold. Hiller sent a mold inspector to investigate and is currently running up my electric bill to power the large fan to dry out the crawl space. Waiting for results of mold test. This could have all been avoided had they not breached contract. Additional images and documents to be provided including picture of hanging pex pipe.
This is 100% Hiller's fault. Failure to fulfill specifics of contract put home at unnecessary risk due to negligence. Not the first time Hiller's installation led to follow ups to fix their mistakes, however this is beyond unacceptable. Remaining balance should be waived by Hiller due to failure to complete job or fulfill inspection, supervisor lying about failure to complete the job which caused this mess. Resulted in loss of work, rescheduling appraisal, and unnecessary stress. This company should be ashamed of the work quality and disrespect to customer.Business Response
Date: 08/25/2022
Business Response /* (1000, 8, 2022/08/12) */
Thank you for taking the time to leave your feedback and for registering your complaint, so that we can attempt to make the situation right. Our goal at Hiller is to meet or exceed our customers' expectations. If we fall short, we want to know about it so that we can improve as a company.
It looks like from the Account Notes that, subsequent to your latest comments, and presumably pursuant to your expectations, our upper management has taken steps to see that complete resolution is reached. If, however, that resolution does not comport with your understanding, please let us know so that we can do our best to resolve the matter at hand. Thank you.
Hiller Plumbing, Heating, Cooling & Electrical is BBB Accredited.
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