Milani Plumbing, Heating & Air Conditioning

No issues with the equipment that was installed. I had the dual fuel system (heat pump + gas furnace) along with tankless hot water tank. Due to my house aging electrical panel, I had to upgrade to 200 Amp panel with Milani to be able to use the heat pump. Gas meter had to be upgraded as well with Fortis BC to accommodate the demands of the home.
Many problems from the sales team and customer service representative.
1) When the sales team came for on site visit (Wednesday) they told us that additional vents for the system would have to be run in the ceiling. As we were in the process of renovating the ceiling was exposed which worked out (but was being closed shortly for popcorn ceiling removal and painting). Sales person said that the venting could be done quick (Friday same week) if we got the hot water heater installed as "they had more openings" so then the vents would be roughed in and the ceiling could be closed. Once the deposit was paid the project manager said that there was no way Friday could be accommodated. Installation would have to be done the following week Friday. Sales team provided false information just to get a sale. But I was able to make it work.
2) Customer service can be summed up in one word "Terrible". First person you talk on the phone is totally useless. They can only relay to you the person overlooking your project. If you happen to call during off hours (after 4pm) good luck trying to find out information from them. All they can do is let the project manager know you called. And they don't even call back.
3) Technicians booked for secondary issues after installation are frequently no shows.
- I had my gas meter upgraded by FortisBC, but Milani has to come by to hook up the gas meter to the home. I had the appointment booked weeks in advance by FortisBC and Milani was aware of the upgrade day. The day of the upgrade I called to ensure that a technician would be coming and I was assured someone would be coming by 5pm. I get a call later in the evening that the team is still busy with another project and would not be able to come and would have to reschedule the following day. So pretty much had to live in a home with no gas for furnace heating or hot water (weather outside 10 degrees C).
- After electrical panel was upgraded to accommodate the heat pump I called Milani repeatedly to configure the thermostat to ensure that the whole duel fuel system was working properly. Called on a Friday and said they couldn't come until Wednesday just to configure a thermostat. So pretty much the week BC has a heat wave I can't even use my air conditioning. Wednesday comes and technician has nowhere to be found. Called in to Milani and of course sales person is useless and unable to tell me why technician is not here.

Overall, if you want to have a better experience I would look elsewhere because this company does not treat you like Family. They just want your money then your a second class citizen.