Misquoted their estimate and expect us to pay.
Milani technician came to do measurements to provide a job quote for a new heat pump which included "Manufactures warranty supply, one year parts and labour warranty on all other materials and workmanship." This assumes the quote is for a complete and functioning installation.
A new unit was installed by Milani technician (Craig) on December 5, 2023. The unit failed to function properly the first time we used it. Craig came to inspect the unit on July 8, 2024. He believed the issue was due to the length of the drain line connecting the condensate pan drain hole to the wall outlet. He admitted that he recognized during the unit installation the position of the drain hole and the length of the new drain line could pose a problem. To test his theory he disconnected the drain line from the outlet and let it dangle over the bathtub for direct drainage. This test did not fully work, the water still would not drain properly while the heat pump and the fan were running. I reached out to Milani's office to request a call from the technician to discuss. After following up multiple times over the past 2 weeks, the office claimed that Craig was too busy to return my calls. However I received a quote by email to install a condensate pump for $1,000 and it would NOT be covered by the warranty. I did not receive a complete quote up front, nor proper diagnosis of the drainage issue nor an explanation as to how this condensate pump would resolve the unknown/undisclosed issue. I also did not receive an explanation why it would not be covered by the warranty, other than "it wasnt possible to know for sure if a condensate pump was needed." This uncertainty was not communicated in the original job quote. Ever since Milani realized that this job is still under warranty, they have been completely unresponsive and ignore my requests for support. I tried escalating the issue but could not get past the office person who claimed that both the technician and the manager were busy. They have since offered me a 30% discount on the quote (that they should be covering in full) by email, still without any follow up calls to clarify the issue.
It's unacceptable to miss a $1,000 requirement in the quote and the installation and then expect a client to pay while under warranty.
- Approximate cost of services:
- $1,000.00