Hook up new faucet and dishwasher
After reading so many good reviews on this website I called Milani to hook up our new kitchen faucet and dishwasher. They told me the first hour would cost $180 and any following hours would be charged at $90/hr in 15 minute increments. The person I spoke to on the phone estimated it would take about 2 hrs. The plumber who arrived, while knowledgeable and skilled was incredibly slow. Three and a half hours later when he was writing up my bill he charged me for 4 hours, which was more than the time he had actually spent in my home. I told him it did not meet my expectations for the amount of time the job should take, but he told me that we had a complex job because it required him to drill holes in our cabinets.
I admit I should have asked more questions at the start and I should have refused to pay for the extra half hour that he rounded up. I regret having called him in to do the dishwasher, this is something I thought would be a quick hook up and somehow ended up taking the majority of his time. And then he told me that any time over the first hour would cost $98/hr not $90/hr as they had told me on the phone.
All in all it was a frustrating experience that cost us a lot more money than we expected and I still don't have a working kitchen sink!
Thankfully after talking to his manager Milani reversed $150 of the $600 worth of charges. That said I would not call them again, despite the workmanship. It's just too expensive if they let the time tick down like that. If money is no object, then give them a call, but if you're working with a tight budget make sure to keep an eye on the clock!
- Approximate cost of services:
- $450.00
- Company Response
Dear KM in Vancouver,
Thank you for your feedback, it helps us improve our customer service and provide training and recognition to our technicians. We are disappointed to hear that you were unsatisfied with our service. We take customer service very seriously and we implement strict rules and procedures to assure customers are well informed, are serviced in a timely manner, and treated with the highest integrity and professionalism. Upon further investigation of your service call, our findings were that all of the Milani employees involved followed proper procedures. Below is a summary:
a) Hourly Rate: Anita our head CSR that booked your call has been with the company for over 10 years and actually trains all of our new CSR’s on charges, bookings, and customer service. She books hundreds of calls per week all at the same hourly rates (our rates have not changed in years).
b) Technician working too slowly: We train all of our technicians to always put quality and integrity first. Ali, who was your technician, is actually one of our most valued employees. Ali has the largest repeat customer base in the company and a big reason for this is the quality and attention to detail that he gives to all of his customers.
c) Kitchen tap not working: Unfortunately we are not responsible for materials supplied by the customer and work performed by other companies/plumbers.Again we are disappointed that you are left unsatisfied, (even with our attempts at crediting you back some time), but Milani will never be the cheapest, “workmanship” (as you mentioned) will always come before price, that is the Milani way.