Milani Plumbing, Heating & Air Conditioning

John P. is very courteous and personable. He was very thorough. He worked diligently, cleaned up any mess that was made and did a great job. He is an asset to your company!

Our family has used Milani for over 30 years, and had satisfactory work by them. Unfortunately, the past several times we used them showed how incompetent and unreliable they've become. The workers never showed up on time. Although they tried their best to be polite and respectful, I had to call up Milani several times to ask that they show up to finish the drain tile work they started. Their excuse was that they were too busy! They finally finished replacing our drain tiles ...only to have the drain tiles fail in a month's time! We had to do it all over again, and this time we went else where to get our drain tile replaced. What a waste of money dealing with Milani.

Anthony was fantastic and very professional from start to finish. Because of Anthony, you will be recommended to all my contacts. We haven't had any problems since the service, the boys had both primary plans and back up plans. Well done.

I am very impressed with John's knowledge and his explanation to me of what the issue was and what the best choice of fixing the issue would be. Thanks much, John.

Milani installed my furnace in 2009. I can only say that the company went downhill in 5.5 years since that. Just check the number of complains agains Milani on the Better Business Bureau site. I am shocked they are still an A+ member and a multi-year winner of Consumer Choice Award.

My horror story with Milani:

On November 12th I called Milani about a foul smell coming out of my furnace's exhaust pipe. On Thursday, November 13th, Morris (Milani's technician) very briefly checked my furnace, waved his gas detector on the outside of the house for a couple of minutes, and even though the detector was faintly beeping, concluded that 'this is some sort of exhaust smell', not a gas smell and that I 'have nothing to worry about'. Then he proceeded with billing me a 'discounted' rate for the service visit. I did not expect any charges for this visit because of my Complete Care coverage (10 years parts and labour warranty purchased through Milani). Morris has explained that this service visit is billable because no problems were found.

I still disagreed that such smell could be normal and called Lennox technical support while Morris was still servicing my neighbour's furnace. The response from Lennox was very straightforward: there should be no foul smell of any kind from the furnace. I've immediately called Milani customer service and explained the situation. Approximately 30 minutes later Morris knocked on my door and informed me that 'he will talk to his manager' about my issue.

I have contacted the Consumer Affairs department of Lennox, describing the situation. On Friday, November 14th, I got a phone call from an employee of Lennox Canada, Burnaby branch. He informed me that he spoke with someone at Milani and they maintain that everything is fine with my furnace. He suggested me to seek a second opinion. I've called Fortis BC and got a technician dispatched to my house almost immediately. The representative of Fortis BC instantly smelled excessive levels of CO. His testing equipment has also shown very high levels of CO off the exhaust pipe of the furnace. He got my furnace turned off with a red tag attached to it. This proves that Morris has not carried over his job up to any standards of safety. He has not performed any checks of whether the furnace's combustion system is running properly and left my family in a very dangerous, possibly life-threatening situation.

I immediately contacted the Lennox representative about the situation. He communicated these findings to Milani and another technician was dispatched to my house. He had attempted some repairs (I was not at home, so I am unsure about the details). However, he concluded that the furnace is still not functioning properly.

I called Milani next morning, Saturday, November 15th, to inquire when I expect my furnace to get fixed. I have also requested that Milani does not bill my credit card for the service visit of November 13th due to wrong diagnostics and my Complete Care coverage. I was told that I have to wait until Monday while Milani sorts out things with Lennox.

At this moment I still had complete trust in Milani and their reputation and expected my furnace to get repaired first thing on Monday. To my surprise, on Monday I got a phone call from a Milani’s manager (I believe his name is Josh) who informed me that I need to have a new furnace installed, and there would be a "~$500-600 deductible" for this. When I questioned the deductible (my warranty certificate explicitly states $0.00 deductible), the manager got very annoyed with me and informed me that he will have to contact me later. I have not heard from him again. Fortunately, the Complete Care coverage turned out to be transferrable and I had my furnace repaired by another HVAC provider completely free of charge to me.

In the meantime, Milani still billed my credit card for the initial 'misdiagnostics' visit. It took me 8 business days of calling Milani requesting the refund during which all my attempts were politely ignored ("a manager will call you"). I got my refund only after inquiring in writing, with copying Lennox consumer affairs department on all my emails, and threatening to submit a BBB complaint.

I've never gotten any apologies from anyone of Milani for such horrible customer service and ignorance of safety. So much for being a Premier dealer of Lennox!

Hired to fix clogged drain tile. I scheduled a date and had to change it. When I called in, they had no record of my appointment. Then the day before my cancelled date, they called to say they didn't have a technician available. Good because I wasn't expecting them. As for the work, they augured both sides and used camera and confirmed it was collapsed. I asked for a quote and the technician said he forgot his quote book but someone would contact me. He billed me for 2 hours for what took one hour. While writing the invoice the technician had a smoke hanging from his mouth which was going in my face through the doorway of his truck. Next, I wait for my quote. 10 days pass. I call to enquire and they had no request received for my quote. I'm completely disappointed with the lack of communication and professional standards they operate by. SAVE YOUR TIME AND MONEY!

I called Milani to service our 3 year old Carrier Heat Pump that suddenly quit during this past summer's heat wave because of their high profile and visibility in our neighbourhood. The technician took a long look at the pump, and studied the pump, and called someone on the phone and then proceeded to say he was not familiar with the Carrier brand and had never seen one set up the way ours was. My husband provided him with our homeowner's manual to study. After 5 hours, he still had not fixed it and said he would return the next day to finish the job. Return he did, and after a further 4 hours of talking about how he had had his own business and then been called out of retirement to work on heat pumps and furnaces, he managed to replace a relay switch. He continued for another hour or so, still pondering over the puzzle of our Carrier heat pump, still saying he really didn't know what could be wrong. The $80 relay switch fixed the problem and we had air conditioning again. He left saying he would return yet again the following day to make sure it was working. When he called, my husband told him it wasn't necessary for him to return as the pump was working just fine. The technician then called back an hour later to request payment of his $875 invoice via credit card over the phone. He took over 8 hours over 2 days to do a job that should have taken no more than 1.5 hours at the most ... and had the audacity to charge us for it! Other than on our credit card statement, we have not ever received a copy of the invoice. We are extremely disappointed with Milani as they should have told us from the outset they did not have properly trained personnel to work on our system. The technician they sent out to us very poorly represented their company and we will never use them again for anything plumbing or heating related. We will recommend to all whom we know (and don't know, via Homestars) that Milani cannot be trusted to send out trained, experienced technicians who know what they are doing, and recognize what they cannot do. There are many other good companies out there. Avoid this bad one.

They do great jobs. I would introduce their services to my friends, relatives and any one who is looking for the services. I live in Richmond. Hope they have better business later on.

Previous owners of this house were smokers and ducts seemed quite dirty so we arranged to have them cleaned out. Technician said the vacuum couldn't be hooked to the furnace because there wasn't space so would do it a slightly different way with the same result. I assumed he knew what he was doing. He then proceeded to blow all the contents of the ducts through my home. My house now smells like smoke and the air is so bad anyone with asthma can't come into my house. I had to buy a 140 dollar air purifier and am trying to frantically clean the house of the smell and dust. This job was not done properly and the ducts still seem dirty. I would like a refund and will be pursuing this matter further. My family has used Milani's for years and I called them because of their great reputation. Never again!

The contractors were very disorganized and slow. They charged six and a half hours of labour to re-install a gas stove and sink. I would expect much better from a well rated contractor. I would not use them again.