ComplaintsforHiller Plumbing, Heating, Cooling & Electrical

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 28th, Hiller Plumbing, Heating and Cooling of *******, ** came to my house to inspect my **** unit. They determined that the heat exchange was damaged and needed to be replaced. They estimated that the cost would be upwards of $2500, so we discussed financing options. The employee who came to my how told me that he would have to do a soft credit check to give me a rough idea of what kind of interest rate I was looking at. I specifically asked if this was a hard credit check and he insisted that it was not. Well, not only did he end up doing a hard credit check that is now on my credit report, he also applied for a credit card without my consent! I specifically told this guy that I did not want to take out a debt without shopping around, yet now I have a new credit card that I did not request or approve! I called Hiller and spoke to their accounting department. ***** was very nice and apologized for the mixup but said there was nothing they could do at this point. She even told me the **** worker's notes specifically say that I did not want a hard credit check or to apply for a loan or card, yet he still did it! I was told that my only option is to dispute the card with the credit bureau and to file a complaint, so here we are! I get that mistakes happen, and it's possible that this was a mistake on the worker's part. However, Hiller needs to better train their staff if that is the case. I also don't see how someone can "accidentally" take out a credit card in someone's name. That is inexcusable! If I were trying to buy a house or vehicle, this new credit card could really mess me up! The only acceptable resolution here is for Hiller to figure out a way to get this credit card completely wiped from my credit!

  Business response

  02/06/2024

  Thank you for taking the time to leave your feedback and for registering your complaint, so that we may attempt to provide a resolution. Our goal at Hiller is to meet or exceed our customers'expectations. If we fall short, we want to know about it so that we can improve as a company.
  
  As it relates to your expressed concern, we apologize for any miscommunication on our end regarding the credit application in question. Please rest assured, we have verified with our financing representative the following information: At no time was a credit card per se--that is,one which can be used for purchases--applied for, rather, a loan offer card. Said offer was never accepted nor funded, and the offer has been cancelled.Additionally, the aforementioned credit inquiry is set to roll off the report within 30 days from the date of initiation.
  
  We hope this serves to satisfy your concerns.If not, or if you should have any further questions, please don't hesitate to reach out to us directly so that we may assist. Thank you.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday 1/23/2023, I contact Hiller ********* ** to do a service call on my furnace. I was smelling exhaust fumes and wanted the burn box checked. The tech showed up about 3:20pm. He opened the unit and started poking around with his equipment. I saw a spark and heard a snap. He had shorted the igniter and the circuit board as well as blew a 20 amp fuse. In addition, the technician seemed to be stoned. He was working very slowly as if in a fog and there were significant pauses before he answered any question I asked. He did clean around the burn box and didn't mention any cracks or holes while replacing the ignition he destroyed. I paid $239 for the new ignition. He didn't have the circuit board. He called me 1/24/2024, to tell me he ordered the circuit board and it will be 2 days before it comes in and will cost me $530 to have it installed so my furnace will work. I will be without heat until Friday. I am still waiting on a call back from a supervisor/ manager from the company

  Business response

  02/02/2024

  Thank you for taking the time to leave your feedback and to register your complaint,so that we can do our best to make the situation right. Our goal at Hiller is to meet or exceed our customers' expectations. If we fall short, we want to know about it so that we can address particular issues as well as improve as a company going forward. As it relates to the specific issues alluded to in your comments, it is our understanding that you have spoken with a member of our Client Relations Team who was able to offer a resolution in keeping with your request, including but not limited to a refund of cost for services rendered as well as a reimbursement for the cost of another company's work. We hope that this indeed sufficiently satisfies your concern in this matter. If there is anything else we can do for you, please don't hesitate to reach out to us. Thanks!

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The furnace in my rental property went out so I called Hiller Plumbing, ******************************************* Company to see if I could get it repaired. The company ending up coming out around Nov 30, 22. The tech came out and after several hours he called me and said he didn't know what the problems was because the company sent the wrong tech out to the job. He said he was a plumber and this wasn't a plumbing problem. A few hours later the company called me and said they would be sending the correct tech out and my problem should be resolved shortly. After several hours the tech called and said he would fix the problem by installing several pipes, here and there. I told him to just get the furnace working. After several hours he called me back and said he could not get the furnace working, he made a couple of suggestions and told me my bill was $1,265.38. I asked why because the furnace isn't even working. He said because he added some pipes and vents. I told the tech I wanted the furnace repaired not pipes and vents added. He told me I needed that anyway. I called the main office and told them I wasn't paying them because my furnace wasn't repaired. They told me I needed to pay anyway. The next day I called Quality Heating and Cooling in ************, ** and they sent a tech there and he immediately told me the furnace needed to be replaced. They charged me $4784.00 and replaced the entire furnace. I have the receipt showing this was completed. A few months later I started receiving emails from Hiller stating I owe them and they were going to send my account to a collection agency. I called them on April 26, 23 and spoke to ***************************. I told her I didn't owe any money. She put a supervisor on the phone and he stated he could only go by the notes and I would have to pay. I told him I needed to speak with the ** of the store. The ** never called me back. I sent another email on August 9, 2023 requesting a return call from someone and to this day no one has called me back.

  Business response

  10/02/2023

  **************** -- Thank you for reaching out with your concerns. We are truly sorry for your less than ideal encounter with our company, as it relates to the furnace work you were looking to have done. We strive to provide our customers with nothing but the absolute best customer experience, and we appear to have fallen short of the **** in this case. The Account Notes indicate that you were able to speak with Mr. ******************** about all of this and that a resolution in the form of a write-off was provided, and this was to your satisfaction. If such is not the case, or if there is anything else we can do in this regard, please don't hesitate to reach out. We appreciate the opportunity to make this right and look forward to servicing you in the future.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our kitchen was clogged. We called hiller. We were told its 60$ evaluation. He took the sink apart. Started digging a hole that my husband helped with and then ended up doing most of, the guy sat on the front porch most of the time, but not before a 1,000l lb concrete slab and not helping put it back. So we paid 300$ for nothing. ** they didnt fill the hole back in, or help move the concrete slab, or even go under the house and look at the pipes. Any work done besides taking the sink apart he got help from my husband and then just stood there or sat down on the front porch. About 2 hours waiting for his coworker to bring a Gatorade even though we offered water.

  Business response

  09/23/2023

  Thank you for bringing this to our attention. It looks like from the account notes that you have been in communication with our local leadership in ******* and have come to a resolution in this matter by way of a full refund.  If that is not the case or if there is anything else we can assist you with please do not hesitate to reach out.  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted Hiller to assist me in getting a gas meter installed at my condo on August 8, 2023. KUB had removed it two year ago. The Hiller technician installed a pressure gauge and pressurized the gas lines in the condo while the Knox County inspector watch. The gauge appeared to hold pressure for the required two minutes. I was charged $729 for the job by Hiller.. Two hours after the Hiller technician and inspector left, KUB pressurized the system to 3 psi and it did not hold pressure. Thus, KUB would not install the gas meter. The difference was the type of pressure gauges. Why did Hiller not bring the same gauge as KUB? I was expecting a professional job. I could have done the same job with the same results and saved $700. All I needed was a bicycle pump and a cheap pressure gauge.

  Customer response

  08/17/2023

  Hiller admitted that I was overcharged and provided a partial refund for the service.  They sent another technician free of charge to help me find the leak in my gas line.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our HVAC unit that was purchased in July of 2022 stopped working on May 23. Since Hiller installed the system, we called them to come see what the problem was. The technician discovered a problem and said the accumulator would need to be replaced. He stated there would be no charge since the unit was less than a year old. I even clarified with him that there would be no charge for the part or the labor On June 6, 2023 , he returned to install the part which took several hours. When he left, he stated that there was no charge since it was all covered under the warranty. However, a few hours later we received a phone call asking us to pay $1,398. The person calling claimed that the part was covered but the labor was not and they were billing us for the initial service call and the labor to install the part. They also sent a "description of work" with a signature implying that the signature is mine- it is absolutely not my signature (it really doesn't even look like a signature).I never authorized Hiller (verbal or written) to complete any work that was not covered under the warranty. I told them this and received a less-than-professional response. To make matters worse, the unit stopped working again last week and had to be repaired again at an additional expense. It is ridiculous for Hiller to not stand behind an $11,000 HVAC unit for at least the first year and then not even fix it correctly and expect a customer to pay for charges that they did not authorize.

  Business response

  08/03/2023

  Dear ********************,

  Thank you for taking the time to leave your feedback and for allowing us to make this situation right. Our goal at Hiller is to meet or exceed our customers'expectations. If we fall short, we want to know about it so that we can address particular issues as well as improve as a company going forward.
  
  It looks like from the account notes that ******************** management has taken steps to see that complete resolution has been reached, specifically by offering the requested invoice adjustment for services rendered. If, however, said resolution does not comport with your expectation and/or satisfaction, please let us know so that we can do our best to bring this matter to a close. Thank you for choosing Hiller.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hiller installed a tankless water heater, removed two commercial size water tanks, capped off circulating line. Unfortunately they installed a cutoff valve for the circulating line that could not be cutoff due to running a 2 pipe in front of the cutoff valve, During the freeze storm, the circulating pipe burst because the the cutoff valve was never closed. The pipe burst was due to to their poor workmanship. The pipe did not burst in the walls and would not have burst if the cutoff valve had been installed in a manner that the valve could be closed.Two managers came to the property looked at the work on December 28th. One immediately said he would get with the general manager and the other shook his head like he could not believe the poor work. I have had to call three times to talk with this manager and he constantly gets the facts messed up. He says it was and act of God, and they are not responsible in his last email,Hiller took pictures of everything on Dec 28th.

  Business response

  03/03/2023

  To Whom it May ************************ the customer, this matter has been resolved to her complete satisfaction. I spoke with a BBB rep who indicated they would be reaching out to confirm as much with the customer. Please let us know if there is anything else we can do in this regard. Thank you.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I asked for an estimate on running some wiring and installing two outlets in my crawl space. Over the phone I was told "that job should be around $199" and the diagnostic fee would be waived if I decided to let them do the work. However the estimate was well over $800. It wasn't even close to what I thought it would be, so they suckered me in. So therefore I had to pay the diagnostic fee which was more than what I was told it would be over the phone. I wonder how many other people they bait in and then have them pay the diagnostic fee which is more than what they originally ask for.

  Business response

  10/25/2022

  Dear **************,

  Thank you for taking the time to register your complaint and leave your feedback, so that we can attempt to make the situation right. Our goal at Hiller is to meet or exceed our customers'expectations. If we fall short, we want to know about it so that we can address particular issues as well as improve as a company going forward.
  
  It looks like from the account notes that,subsequent to your latest comments, and presumably in keeping with your expectation, Hiller management has taken steps to see that complete resolution is reached, specifically by offering a full refund for services rendered. If, however, said resolution does not comport with your expectation and/or satisfaction, please let us know so that we can do our best to bring this matter to a close. Thank you for choosing Hiller.

  
  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In late December of 2020 I had a HVAC unit installed by Hiller. During the install, I paid $895 to have my ducts cleaned. The install went fine but the duct crew did not show up and apparently there was a scheduling mix up on the part of Hiller. I was to set up a new date. Twice in 2021 I called and left a message to try to reschedule and didn't get a call back. I had other services done by Hiller and was happy with them. In July of 2022 I located the card of the person I initially communicated with - ***** ****** and emailed him on assistance with getting a refund. He didn't respond. I've called Hiller and shared the issue and have been told that someone would call me back twice. That has not happened.

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/31) */ We at Hiller pride ourselves on providing an exemplary customer experience and when we fall short of that goal, we aim to do what it takes to make it right. With that in mind, we appreciate your reaching out via this official complaint, so that we can arrive at an appropriate resolution. From the Account Notes, it looks like such a resolution has been reached in this case. Namely, we have refunded the total amount for the work we failed to perform and are slated to conduct a free duct cleaning for you in the very near future. We trust this is in keeping with both your expectation as well as your satisfaction. If that is not the case, please don't hesitate to let us know. Thank you for choosing Hiller for your plumbing, heating, cooling, and electrical needs. Consumer Response /* (2000, 7, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial date of service 10/6/20 - Part of contract was to replace WHOLE HOME copper pipes with pex piping and to follow up. Signed up for: Optimum Happy Hiller Club - Annual: Optimum Happy Hiller Club - Annual $359.00 Included: Annual: Deluxe Cooling Tune-Up (Annual) for Happy Hiller Club, Annual: Deluxe Electrical Tune-Up Annual: Deluxe Heating Tune-Up (Annual) for Happy Hiller Club, Annual: Deluxe Plumbing Tune-Up (Annual) for Happy Hiller Club, Annual: Additional HVAC Unit. Hiller never provided report for plumbing maintenance. After a third-party inspector discovered the corroded copper pipe that burst and was spraying water into the insulation and crawl space 8/1/2022, determined that crawlspace pipe was never replaced in 2020. Pipes under the kitchen sink were not replaced in 2020. Both areas replaced 8/1/22. Supervisor lied and said copper pipe had pin-sized hole and did not acknowledge failure to complete the job or maintenance. Spraying water from pipe caused soaked insulation and wood in crawl space. Defensive and unapologetic. Third-party inspector reported mold. Hiller sent a mold inspector to investigate and is currently running up my electric bill to power the large fan to dry out the crawl space. Waiting for results of mold test. This could have all been avoided had they not breached contract. Additional images and documents to be provided including picture of hanging pex pipe. This is 100% Hiller's fault. Failure to fulfill specifics of contract put home at unnecessary risk due to negligence. Not the first time Hiller's installation led to follow ups to fix their mistakes, however this is beyond unacceptable. Remaining balance should be waived by Hiller due to failure to complete job or fulfill inspection, supervisor lying about failure to complete the job which caused this mess. Resulted in loss of work, rescheduling appraisal, and unnecessary stress. This company should be ashamed of the work quality and disrespect to customer.

  Business response

  08/25/2022

  Business Response /* (1000, 8, 2022/08/12) */ Thank you for taking the time to leave your feedback and for registering your complaint, so that we can attempt to make the situation right. Our goal at Hiller is to meet or exceed our customers' expectations. If we fall short, we want to know about it so that we can improve as a company. It looks like from the Account Notes that, subsequent to your latest comments, and presumably pursuant to your expectations, our upper management has taken steps to see that complete resolution is reached. If, however, that resolution does not comport with your understanding, please let us know so that we can do our best to resolve the matter at hand. Thank you.

*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. ↩