We needed our hot water tank replaced. As is the practice, the technician turned off the gas supply during the installation. Once the installation was complete, the gas supply was turned on. The furnace is located next to the hot water tank in a small room in the basement, and we had not been in the room after the installation was complete. The furnace was on overnight, and we woke up feeling dizzy. As the gas supply had been turned on and off the previous day, we thought it best to call FortisBC. Fortis BC advised us to open up all the doors etcetera and get out of the house immediately. We also called Milani (three times), before they agreed to send the same technician back within the hour (we had been told the two previous times that dispatch would give us a call back, which they never did), and we waited outside in the cold. A Fortis BC Technician was dispatched from Fortis BC immediately, and he informed us that the furnace's pilot light was not lit! The gentleman from Fortis BC did an excellent job, checked everything out, and explained everything. As we were shutting the room up, we noticed that the new hot water heater tank was leaking! The Milani technician arrived and checked the hot water tank. He released some water in a small bucket and said that it was leaking because there was sediment. Then, he looked at the temperature on the hot water tank and saw that it was on"very hot", which is the temperature that he had left it at. However, he accused us of tampering with the temperature, and said that it was why the hot water tank was leaking. WE HAD NOT CHANGED THE TEMPERATURE. He then wrote on the invoice that "if we played around with the temperature again, then the hot water tank would not be under warranty". In our opinion, we were very lucky that nobody was hurt, and that all we suffered from were severe headaches. However, the fact that the Milani technician attempted to blame us (after a charge of over $1700) for the new hot water tank leaking, was shocking. Please use us as a cautionary tale, and choose another company.
- Approximate cost of services:
- $1,700.00
- Company Response
Hi Farah, thank you for sharing your recent experience with us. I am sorry to hear that you didn’t feel completely satisfied with the service you were provided. We truly care about your feedback and we work very hard to provide fast, professional service to the highest standards at a fair rate.
I have been trying to call you and I have left a voicemail but I haven’t heard back from you.
I would really appreciate the opportunity to speak to you further about this so I may gather more specific details regarding your experience as we take customer service extremely seriously here at Milani. If you could please give me a call when you have a moment at (604) 430-2603 I would greatly appreciate it. Thank you - Ryan P.