ComplaintsforMills Air, Inc.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bough an AC unit from Mills Air 08/2022. July 2023, I began having issues with the unit, as it was not keeping up with the high temperatures during the day. One night, the AC unit completely stopped working. Since July, I have had at least 7 visits from various technicians from Mills Air, who stated they could not find any problems with the unit. On August 5, a technician named Patrick came to my house to install some parts (which I waited for almost a month), and which he believed were the problem. Unfortunately, the issue was not solved. After escalating the problem with the Manager several times, he told me he was sending his "best technicians" to address the problem. On September 8, a guy name Tyler C, came to my house, and even though he could not find any problems, he said that some percentage numbers were off, and therefore, that he was going to talk to his manager to send the best guy in. The week of September 14th I experienced a major issue with the unit as it flooded and caused my dry wall ceiling to get damaged. Thankfully my husband was able to shut the unit in time to avoid further damage. I placed an emergency call that night, but the company did not respond after the next day. On September 14th, Leo D. (known as the best technician for that company) came to my house and found several problems with the unit and also stated that the unit flooded due to an installation issue from their part. Supposedly, the unit was supposed to shut down when water started to come out, but it didn't. He also placed an order for parts and found many issues with the unit. After talking to the manager (Mic) he promised to cover the parts, service, and promised to schedule a dry wall company to fix my ceiling, which got damaged from the water coming on to the first floor, from the upstairs AC unit. This week, I called Mic several times, and would not respond. Send him an e-mail and he is now denying that the problem was caused by their negligence. Help please.

  Customer response

  10/05/2023

  Another Manager contacted me today, promising to resolve the issue. I am working with him to provide more information and a quote for him to fix the damaged dry wall. I believe the issue will be resolved. No further action from BBB. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mills air did a botched installation. To repair a brand new machine, they said they needed to replace a part. We refused to have a part replaced on a brand new machine, this is unheard of. Mills agreed to replace the indoor unit entirely, due to an unbalanced unit causing really loud blower noises for which we were very grateful for. When they installed the new unit, they did it with an incompatible model. Completely wrong unit. It took 10 months of failed service calls to finally identify that it was an incorrect model. We expressed frustration of needing to have them come out so frequently and the problem not getting resolved. It would continue to freeze and soak our wall. The service manager expressed that they don't want to come out either and have to use expensive refrigerant, like the burden was somehow our fault? We finally get to speak to the owner Leon, who refuses to refund us. He is willing to replace the indoor unit again (hopefully this time with the correct model) but is not willing to replace the outdoor unit despite his own sales manager Mic confirming that this incompatibility is causing damage to the recently replaced unit. They offered another year of free service, which we were not comfortable accepting due to their pattern of negligence. They are really unprofessional, have no empathy for the damage that their mistakes have caused. They have zero accountability, and that is clear after speaking to Leon. He didn't apologize, and he made us feel worse for complaining about what we were going through. He literally said "blah blah blah" at one point after swearing up and down because I asked for some accountability on their part. For 10 months we did not have a functioning unit, neither the professional install nor the service was upheld. Please spare yourself the hassle choose anyone else for your HVAC needs. This is Florida, it's too hot to play around with this type of need. ****** & *******

  Business response

  06/20/2023

  Hello Mr. ******
  
  Mills Air clearly understands your frustration with the installation of the two ductless units. We have made your service issues a priority, and have replaced the inside and exterior units each time you requested we do so.  There was no cost to you for replacement of the units or our service. Mills Air has communicated with the factory regarding the defective units, and the incorrect replacement model. We have had the factory replace the units each time you requested, since Mills Air always stands behind each installation we do. There was never any charge to you.  
  
  Also at your request, we understand you want to replace the air handler system. You have stated that you will have another contractor install the unit. If you confirm you wish to do this, you will need to sign off on receipt of the unit and agree that Mills Air will no longer have any responsibility with the service of your system in any way.
  
  
  The management and owner of Mills Air believes they have provided you with replacements and solutions to all of the requests you have made, and we understand at this point all the units are functioning. No homeowner, and no business intentionally wants to have problems such as this, but we feel that every customer is a priority. Mills Air is noting in your service records that we have provided you, at no charge, as you requested, with replacement units. If you have any further questions, please contact our main office:  (407) 277-1159. Thank you, Mills Air."

  Customer response

  07/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: Mr. Mills is not being sincere in his efforts to mediate this simply because he is not being honest about the facts or the solutions that he proposed. Thank you for the time in trying to help us reach a solution. At this time, the matter is not closed but we will close it with the BBB as I see that this is fruitless. 
  
  Sincerely,
  
  ******* And ****** *****

  Business response

  07/20/2023

  Please see our previous responses, we have been and still are open to resolving the issue just let us know when we can change out the system for you as we have been offering all along. Thanks 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ever since moving into our new build home in late 2018 our AC line has malfunctioned frequently. We have followed all maintenance guidelines per the company including adding vinegar monthly. We have had Mills out on numerous occasions with their technicians telling us the drain line was installed incorrectly where they then modified the drain line from the air handler in the house. We have had other companies come out with our home warranty and do routine maintenance. Here we sit again with an inoperable AC . In the newer phase of the neighborhood we have noticed that they changed the way the drain was installed - now it comes directly out of the side wall of the house from the air handler as opposed to ours which is down through the foundation and then up outside to the drain. We expect them to be held accountable and the problem fixed.

  Business response

  02/22/2023

  Ms. **********,
  
  Mills Air certainly understands your concern about the condensate line backing up in your home.  When the house was built by ** ******, it would have been the plumbers that installed the drain line, not Mills Air. 
  The team at ** ****** may be able to give you an answer as to why they changed the configuration of the drain line in your model of home in their second phase, as you note in your complaint. They may be able to help you with a satisfactory resolution, especially if the change was due to malfunction in several of the homes in phase one.
  
  We've reviewed the records of service calls to your home, and they are all service related - none of them were for routine maintenance on your unit. Most A/C manufacturers require that you perform routine maintenance at least annually to keep your warranty intact. Of the 5 visits to your home since 2018, 3 of those visits were related to your condensate drain. The last visit, 3/17/2022, our technician even indicated that nothing was wrong with the functioning of the system. 
  
  Our recommendation is that you contact your builder for the name of the plumber that installed the drain line.  You may also wish to contact your warranty company, if you have kept the plan with them, since they may cover your drain line. here...

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 16th I contacted Mill's Air Conditioning because my 3 year old air conditioning unit was blowing hot air. July 18th a service technician from Mill's Air came to my home and stated there was a programming issue at our Nest thermostat. It has been installed 2+yrs and never had an issue which we explained to him. He stated he was certain that was the issue, we went through reprogramming with him, and it started to blow cool air again. August 6th, I contacted Mill's Air again about the same issue, they stated someone would be out on Sunday, August 7th, and he diagnosed the issue as being the TXV valve. 8/8 I was told the part was being ordered and I would be contacted on the 9th for getting on the schedule. I called several times that week after several failed follow-ups. I was finally told that the part was on back order and once it was received I would be put on the list. Fast foward....Saturday, August 20th, I was contacted to let me know that the part was in stock and would be installed on Monday, August 22nd. The technician arrived at 5p and at 526p he stated "I wasn't here for the other diagnoses. I've been doing this for 40 years and that the issue was the blower fan." I walked away from his smart mouthed comment and allowed my husband to finish interacting with him. I have been very expressive about having two children that have asthma and this issue needed to be fixed expeditiously. The part is made by Carrier and they have dropped the ball with the part availability but Mill's Air is solely responsible for ordering something that was not needed, having me wait 2 weeks, and this has exasperated my child's asthma issues. She's It has caused unnecessary stress, mental anguish, my child suffering at the negligence of the people employed at Mill's Air Conditioning, and the lack of communication. When you have someone calling multiple times and expressing the importance of this air, the last thing you should be doing is nor communicate with the customer.

  Business response

  10/13/2022

  Business Response /* (1000, 8, 2022/09/07) */ "Hello Ms.******: Mills Air understands your frustration and concern regarding your HVAC system not keeping your home comfortable. We have come out to your property each time you requested service, and our goal is to make sure we provide a resolution to your system's problem. There is an inventory shortage with HVAC parts in the U.S., and shipments are taking weeks, sometimes months. While it's not in our control, we do apologize for the longer than normal wait times. As you noted, you were notified once the part came in and we returned to your home for service. Our goal is to resolve any outstanding issues you believe should be addressed with your system. We would be happy to reschedule, and ask that you contact our main office: (407) 277-1159 Thank you, Mills Air."

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a brand-new AC unit in 2020 from Mills Air, costing a little bit over 5K. We went to GA for the weekend, and when we came back Sunday, 8/14/22, the house was super-HOT. We turned the AC off overnight Sunday and turned it back on because we thought it might have frozen over, it did not turn back on. Mills said that they had an opening from 1-6pm for that day. Called them later that day, asking for an update on what time they'd be there, apparently scheduled us for the wrong day. They said we have you down for Tuesday, so I said please try to see us if possible, I have an infant in the house. No one shows up Monday, call Tuesday morning, "they tried calling you twice at 9pm"... NO ONE CALLED. I was literally up all night with my baby waiting by my phone, hoping someone would show up. Tuesday morning when I called, they said, "we removed you from our list to be seen today since you didn't pick up your phone." I told them no one called me, and to please try to see me today, because this was getting ridiculous. Finally, a technician comes Tuesday at 5pm, the blower motor is broken. Does not have an emergent one, says the shop has to place an order for the part, tells us to call the shop in the morning to find out when they will have it. Husband calls Mills Air Wednesday morning, August 17, gives my husband the runaround, and does not give us any definite answer on when this will be fixed. My mom and I call back mid-morning on August 17th, speaking with someone who says they will call me that day (August 17th) to let me know when the part will be in. Again, does not tell us when the estimated day will be. Does not even listen to us when we ask if we can get an emergent part and get the AC fixed temporarily until the part gets in. Was extremely rude, and says, "we have a lot of escalated issues," or something of that nature. Dismissing our concern, when the entire thing should be handled professionally and promptly since it is Mills Air's warranty. No one called.

  Business response

  09/20/2022

  Business Response /* (1000, 8, 2022/09/07) */ "Hello Ms.******: Mills Air understands your frustration and concern regarding your HVAC system not keeping your home comfortable. When we came out to your property we diagnosed the fan blower had malfunctioned, and a new part was needed. Our goal is to make sure we provide a resolution to your system's problem, and we encourage you to contact the manufacturer since the part is under their warranty. There is an inventory shortage with HVAC parts in the U.S., and shipments are taking weeks, sometimes months. While it's not in our control, we do apologize for the longer than normal wait times. As you noted, we did speak with you about notifying you once the part came in. We would be happy to reschedule service to install the replacement part, and ask that you contact our main office: (407) 277-1159 Thank you, Mills Air."

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired Mills Air for recommendations with our HVAC. Jason ,the tech from Mills Air said he recommended to replace all of our ductwork. I had explained that last year I had already replaced all the ductwork, however he insisted me throwing my money at replacing the ductwork again. I hired them to do the ductwork and still had ongoing issues. I contacted the owner Leon Mills whom at first responded to my emails, and agreed that they would make their work right. After months of emails, I feel they breached our contract because I still have no resolve. My electric bills are extremely high since the unit is struggling. it's extremely uncomfortable and I had another air conditioning company Certified Climate Control to come in and evaluate the issues and this is their report below which I shared with Leon Mills. I Certified Climate Control, High humidity in her home and very high power bills. She explained to me her power bills are around $700 a month and for a 5,000 sqft house that is a little higher then average and they don't keep the home extremely cold so the systems aren't running a lot. She also explained to me that the ductwork in the home had been fixed due to issues that were found previously. The 2 systems used to both be zone but now only one unit is a zone system and that's the upstairs system that runs the kids room and multiple zones were set to constantly bleed 25% at all times which can hurt efficiency as well as cause the system to run longer. I also found that they installed a large 14" dump zone that is being controlled off of a static pressure damper but the system itself has no bypass damper. I also found two wireless sensors that aren't currently hooked up. I mapped out the ductwork and for whatever reason there are two very large runs that criss cross across the very long attic that in my opinion shouldn't have to. I think we could rework the ductwork to stay centralized to the area its maintaining and not having a couple runs past 50.

  Business response

  10/18/2022

  Business Response /* (1000, 8, 2022/08/23) */ We have not heard of any issues since March of this year. We have gone out and made adjustments to the ductwork. We also recommended a dehumidifier for the system. We are not the original installers of the system or ductwork and trying to help as best we can. At this point there could be an issue with the envelope of the home allowing excessive humidity is all that we can come up with at this point. The solution would be to have an inspector check the envelope of the home to see what's going on. And or we can add a dehumidifier as discussed before. We would be willing to discount that job if the customer would want to go that direction. Consumer Response /* (3000, 10, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm attaching proof of my back and forth emails proving I have had communication with this company after March 2022. I have been paying extremely high electric bills, I've replaced lots of vegetables and fruits. I've paid other ac companies to come out because Mills has failed to honor our signed contract. When I initially met with Jason he said he needed to redo all of my ductwork, restore zones to the original design per builder, balance my home. When Steve came out he said Jason didn't do a thorough job and that he recommends more, including a dehumidifier. I relied upon their technician to know what my money was best used at. I explained to Steve I don't feel it's fair to pay Mills for more work because their technician dropped the ball. I feel Mills can't execute this job properly and that they have proved to be not reliable, therefore I would rather a full refund. I'll pay another AC company to come here and do everything correctly. It's costing me a fortune the expenses I've incurred. It's affected my home negatively, drips down my doors, windows crown detaching it caused my uv lights to quit working so I've dealt with illnesses. My wife has a rare cancer and my daughter has lung problems, this is not a safe environment when humidity is this high. I was truthful with Mills and said I've paid to redo this ductwork in your opinion what do I need to do to have a comfortable, safe, affordable home, Jason said to pay us to redo the entire ductwork. I trusted him and paid him over 6,000 to do the ductwork, but nothing changed,I called him immediately putting him on notice that our home was still high humidity etc and he wouldn't respond. That's when I reached out to Mike the supervisor, he also came to our home and felt the humidity he had Jason come back out, Jason really done nothing but take pictures and said he would be in touch. That is when Steve got involved and came out and inspected the work, he was not pleased. I am just not happy this has rocked on for over a year. I'm ready to move forward please refund! Business Response /* (4000, 14, 2022/09/07) */ "Hello Mr. ******: Mills Air wants to provide the best quality workmanship and service excellence on your home's system, and we feel that we have been diligent trying to bring your system to satisfactory performance. Because there are multiple contractors involved that have altered your home's system, it is hard for us to trace what work was changed from the actual work Mills Air performed. Our Service Manager was at your property once the work by Mills Air was completed, and he recorded that the system was working correctly and the home was at a temperature between 74-76 degrees, which is within normal operating temperature. However; he also noticed that the humidity in one area of the home was little higher, and that's why the recommendation was made for a whole-home humidifier. We want to make sure your home and your family has consistent comfort from your HVAC system. We have offered to install a whole-home dehumidifier at a discounted cost, since you have invested a lot into your system, and because you feel there is still too much humidity in your home. You never scheduled with Mills to move forward with this recommendation. We want to help resolve any outstanding issues with your system, and ask that you contact our main office to schedule a service visit so we can recheck your system, and install a dehumidifier if you want that part of the job completed. Our number is: (407) 277-1159." Consumer Response /* (4200, 16, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mills Air accepted this job after inspecting the attic and units. If Mills Air wasn't fully confident, they could distinguish what previous work needed to be replaced, repaired than Mills Air shouldn't have agreed to the contract. I as a customer hired your company to come out and make the best logical solution to have consistent comfort in our home. Mills Air has never executed this job properly and has cost me more money hiring other Hvac companies. I have given you ample notice and allowed you to send various inspectors from your company and yet have no resolve. You are throwing out ideas like a dehumidifier which is over 4,000 more dollars and have no real proof that will solve the issues and give me consistent comfort. I reached out to Steve by text and calling him leaving him several voicemails on May 24,2022. He never responded, nor returned my calls, so you need to get the facts straight before you state untruths that I haven't called to schedule. I also reached out by email and phone calls to Mr. Leon Mills making him aware of Steve not contacting me and he also didn't respond. When Steve was at my home before May 24,2022, I explained to Steve that I am not happy with paying another 4,000 dollars to get the consistent comfort I paid for. I told him I relied on your company to inspect the job thoroughly when making a decision as to what my money was best spent on. Jason recommended the duct work, however according to inspectors the work he supposedly done, wasn't even sealed correctly causing excessive sweating where it meets the drywall. Jason was well aware of the fact that we had previously within less than two years had our entire ductwork replaced, why didn't he focus on the dehumidifier if that was what my home needed? According to Steve, Jason didn't have any of his work notated in the system, therefore they are unsure of what all he had done. A professional company should have records of the job they perform, which would have really been helpful in this situation. Steve also said there was several areas he needed to make adjustments, that were not done properly. I'm willing to allow you to install the dehumidifier at no cost to me and feel you should warranty your work, and materials. If you disagree than I would request a full refund due to the contract not being fulfilled. Business Response /* (4000, 18, 2022/09/12) */ "Hello Ms. ******: Mills Air has reviewed your additional response, and again, we certainly want to help resolve any outstanding issues you may be having with your HVAC system. Because there are multiple contractors involved that have altered your home's system, it is hard for us to trace what work was changed from the actual work Mills Air performed. As an additional step, we have recommended that you install a whole-home dehumidifier. We have offered to do this installation for you at a discounted cost. You never scheduled with Mills to move forward with this recommendation. We want to help resolve any outstanding issues with your system, and ask that you contact our main office to schedule a service visit so we can recheck your system, and install a dehumidifier if you want that part of the job completed. Our number is: (407) 277-1159. Thank you, Mills Air." Consumer Response /* (4200, 20, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm attaching proof that I did follow up with Steve and Leon about the necessary repairs my home needs. I sent Steve a text message on 5/24/22 and I left him several messages and he never contacted me. I sent Leon Mills an email on 6/21/22 explaining that Steve has not followed up with me and that I disagree with more charges, that I should not be charged an additional 4,100 for a dehumidifier because this should have been properly inspected in the beginning notating that was necessary.Leon never responded this was in June, it is now September. look at the time lapsed more energy wasting, food spoilage, more misery. I explained to Leon that I've been paying out of pocket for technicians to repair Mills Air unfinished, unsatisfactory work. Just here recently the energy auditor found that we have a lot of duct issues stating we have sweating where it meets the drywall from it not being sealed correctly. We have sweating on the ac indoors unit, missing insulation also causing issues. Jason never reinstalled our UV lights correctly that aids in killing the air bacteria. You're refusing to own this situation placing blame on me, I have time and time again opened my doors to your technicians and have never had any real changes that would give us a comfortable home. You mentioned discounting the dehumidifier, but never said how much? I believe with all of my ongoing issues, repairs, food spoilage, high utilities etc you should install the dehumidifier at no cost and complete the job as we agreed per our contract. I relied on your technicians to survey the scope of work that needed to be done and they dropped the ball. I disagree that I should pay one more cent to Mills Air and am very disappointed that it has come to this. My family deserves consistent comfort, do the right thing as an honorable company.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩