Konstantin B from Port Coquitlam

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!