MILLS AIR INC

We moved into the home in September of 2020. We bought a new house for peace of mind so we did not have to worry about the AC and appliances. We never dreamed we would experience such an abysmal state of affairs over the course of the last three years from Mills Air. Our upstairs AC unit has repeatedly stopped working. We have had Mills Air out on warranty calls some 13-15 times. Every single person who has come out was friendly enough but they all diagnosed the unit has having something completely different wrong with the system. Several times the technician said "This is a mess. This has been wired completely wrong." I would tell them well the last person said that too and they moved things around. That happened at least three times. One of the worst things after they had come like 12 times, I had noticed that the units were the wrong size. I ASKED them why was the smaller unit upstairs when heat rises and there was far more square footage and they were like oh...well we installed it wrong. We are going to have to rip out both outside units and both inside units and swap them. In the process, they burned the carpet near the air handler and never replaced it. I have told them there is NO airflow to half the rooms upstairs every time they came. I told every technician there is probably ductwork issues. They stood on a ladder without ever going in the attic with a flashlight. What are they going to see from there? Our electric bill is 450-600$ a month in the summer and the unit constantly runs. It has never been comfortable in our house and we work at home. The AC is broken again since Friday morning. I was told they would call me Friday afternoon and they did not. They never consulted us on a time and we were out all day Saturday. So when we were out they sent a text saying they were coming. We were not available. I waited on their call and here we are Monday and it's still blazing hot in my house. This company is unbelievable . Edit: They finally sent someone out and he diagnosed yet another new issue. The lead technician could not believe the history and how many times people had come out. He told us that he would call it in and that it was a lemon and should be covered and replaced. He even mentioned that they would work with Lennox to get a replacement system since it’s been a lemon. Now, have now been living and working in the heat of the hot Florida Summer for 12 days. They called me about a week ago to go over an “estimate.” I told them They said they would take care of it and she said she would speak to her manager and call me right back. She never did. A week later I call to ask about it and they say they have not ordered the part yet and nothing will be covered. Their company lies about things just to tell you what you want to hear in the moment. Their communication has been p*** poor and all of their technicians have been incompetent. Too many times someone came and had to correct the previous person. Do not use this company, you will regret it.

Talk about fantastic!! We had a problem with our air conditioner last week and called Mills. The tech came within 18 hours and our system was up and running. Unfortunately this week, we needed the heat and when we turned it on, it did not work. We called Mills again (FYI, that office staff was PROFESSIONAL!). at 9:00 am this morning and the office staff scheduled a meeting for today(!) between 11:00 and 2:00. 10:00, the tech called and said they would be there before 11:00 and arrived by 10:50. Leon J. is a ROCK star! He started the diagnostics on the system and it took almost most 3 hours to do what he did. Put in a new thermostat, fixed the old wiring by rewiring the wires from the handler to the new thermostat (He found that a wire had broken that let the AC work but not heat pump). While the unit was recycling, Leon went back and checked the system from one end to the other to make sure no other issues, including coolant levels. At the end of the day, Leon spent over three hours (!) and never stopped the entire time. As what has happened in the past with other AC people, I was expecting a decent sized bill. To my surprise there was not charge!! Not for service charge, not for parts, not for labor and not for coolant levels! (BTW, those charges are straight off my previous AC companies invoice). MILLS is the way to go and Leon is THE MAN!

Mills Air was my favorite HVAC company, however it seems like a lot of things have changed within the company recently. Mills Air is unprofessional, doesn't value your time and are unresponsive. I missed 2 days of work because they kept messing up on my appointment and that's not including an appointment from 7pm-4am where I called as they assured me someone would show up (they did not). The next day they canceled my appointment. I had to call in and talk to Leslie their service appointment person to find out they canceled it. The day after they rescheduled and pushed my appointment later, I missed 2 days of work for this. There was no apology from Leslie, she was simply combative and argumentative. No call from a manager and inevitably they charged me about $220 for 10 mins of work and a $30 capacitor part, on an AC that's only 2 years old. That last part would almost be fine if their tech would have fixed everything, but he decided not to do anymore diagnostic and my AC is still not cooling like it did before. There are other companies out there that value their clients, Mills Air is no longer one of them. **************My Original Post**************** Dan, exceeded our expectations. He was thorough, cared about the quality of his work and took time to explain and hear our concerns. Mills Air is one of the few companies my builder picked that I will continue to do business with after our warranty period and Dan is the reason why. Thank you.

Absolutely the worst customer experience I've had in a long time. Even when talking to the "Service Manager" I encountered argumentative, defensive and unpleasant treatment along with a pure lack of consideration. Clearly, this lack of customer care starts at the top. This is a company I’d never again do business with if they weren't already attached to my new home. Mills Air has been less than helpful or effective at resolving problems originating with their poor installation in a brand new home and refuse to work to fix the issue. Terrible experience all around. They've been to my home half a dozen times over a 1-year period to fix a problem with the duct work during installation. We're not dealing with faulty parts, we're dealing with low quality workmanship. Not only have they been unable to resolve this issue during that year, we also had the pleasure of needing our ceiling repaired when one of their careless technicians didn't watch where he stepped while in the attic and ended up stepping thru our ceiling. They insist they are right without concern of the needs of the customer. For example, they contend that it's "normal" and "within spec" that our A/C is set to 76 degrees and some rooms in our house read over 80 degrees and others read 74 degrees. I didn't go to HVAC school but I don't think it takes a graduate to determine there is clearly a duct issue that Mills Air hasn't been able to resolve in over a year with multiple visits. Needless to say, there are much better companies out there. Do yourself a favor and skip dealing with this one.

He tried to sell me a new A/C unit. The management was fine the technician that came out was more of a sales person than a technician. They could get better techs that do not up sell. The only reason I will use them again is because of the warranty.

I have used them before. They were very professional in assessing the needs for the system and modifying some of the requirements that I had outlined through them to make the system the most efficient. They followed through and installed what they had promised.

I will use them again.

My husband thought that they had the best price and they had good customer service, he was happy with them. We had multiple people come out, but he liked them. I believe it was done in a day. We did have to have someone come out again because the air wouldn't come on and the initial installer didn't do the board correctly. So someone had to come back out and do it. So our air didn't work for about a day or two.

It was a few months after we had it installed initially before it stopped working. He was great.

Service tech, Raymond showed up promptly on time, actually (15) minutes early on a Sunday during the holiday weekend. He was at work & isolated the problem within minutes, quickly repaired the problem and tested my unit. Once complete, he took the time to double check the rest of the system overall. Ray was very clean, polite, and polished - would highly recommend.

unknown

Mills AC installed their system through my builder in our growing subdivision. I have been on the property for almost two years. On 9/18, my air conditioning went out. I called Mills and they stated they would have someone on Saturday to take a look. The service charge was $85. It was diagnosed that our air conditioning interior blower motor went out. Unfortunately, it was nothing on our side as we always changed the filters on a timely basis. It was stated that we had a warranty. But they don't have the part. On top of that, we would be charged $285 for labor. However, they do not have the part in stock. I would have to wait for it to be ordered. This is kind of strange considering they are still building houses in my neighborhood with these carrier units. In fact, I later found out that my technician was just in my neighborhood installing an AC. I was told that they could install a "rescue motor". It wouldn't be the factory one, but that would cost $500. As a side note, don't be deceived when they say "rescue". Rescue is just a brand name. When they are talking to you, the tech's tone makes it sound like they are rescuing the unit. I decided to just get the part that's under warranty. We have relatives we can stay at. I then get a call on 9/21 saying that they will call Carrier and see if they can overnight the part or if I will have to wait 3-5 days. I was told it's on a case-by-case basis. I get a call a little later that says Carrier will not overnight it (I'm guessing that I'm not on their "VIP" list.) I was given the option of paying $30 to have it within 3 days guaranteed or $50 for overnight. Since it was only $50, I decided to go overnight with the provision that they get somebody to install it the next day. Mills has met their promise and got a technician on 9/22 during the early afternoon. The tech installed the part promptly and we were good to go. You may be wondering why the three stars? While they did get this resolved, I was stuck for four days without AC. First of all, Mills should have had this part. After all, they are installing these systems in our neighborhood and how about all the other builders. I don't have any evidence of this, but I think they do this on purpose to get people to pay up for the $500 non warranty Rescue motor (which by the way costs about $150-200 at cost if I look around) Plus I found out most reputable companies have at least what is a "rental" motor. Basically, they charge some money to put in a temporary motor to keep you cool for now. Mills doesn't offer this as I asked the tech about it. The labor cost I felt was steep. $280 for something that took about half an hour to complete. They may say it takes about an hour to do this job. But when I reviewed my home surveillance, a lot of that time was the tech just sitting in his truck.To add insult to injury, they refused to pay the overnight shipping. I know they are a business, but with the excessive labor charges they should have been more customer service-eccentric. And one other thing, the person who called me from Mills on 9/21 told me another person had the same issue. It makes me wonder if that person didn't have to pay for the overnight shipping since I paid for mine. So what did I learn from my experience? First of all, once the year warranty is up, the warranty is with Carrier. You can shop around with other repair companies. They will work with carrier and they may even have the parts available. Review the service charges when shopping around. If you know what the problem is like I did, mention the issue. They should tell you your options. I would think that since Mills contracted with my builder, they would want to me more customer-eccentric. While none of these practices were dishonest, I wouldn't recommend Mills Air unless you are under the one year warranty of the builder.I'm telling my neighbors on Nextdoor to avoid Mills Air and shop around after the one year warranty. TLDR: Fixed, but with excessive charges I don't recommend.

unknown

It was an overall good experience with this company. Would surely use them again in the future. Very comfortable with them working on my A/C unit. Thanks!! Mills Air, Inc.

It was a very favorable experience. They showed up on time. They did the work in one day. The sales person called several times to check if I was really satisfied. They did the wok and were professional about it. They cleaned up. They did a very nice installation job for me. I would use them in the future.

We have had a good ending so far and I hope it stays that way. They gave us the lowest bid for basically the same work as the others. We had a malfunction on the second day after the equipment was installed and so they had to come out about 5 times before it was right. The good thing about them was that they were very responsive since they showed up as quickly as possible whenever we called them. There was some damage to some furniture but they were very responsive about fixing that. They had it cleaned and so they were very good about that. My complaint about them is that we probably bought the wrong brand from them and the salesman who sold us the equipment shouldn’t have been handling customer service. I didn’t like his attitude although the customer service got taken care of. He said that he had already informed us about getting new ductwork but he never told us that and we didn’t really need new ductwork. We needed two more intake vents which required ductwork. They sold two new intake vents and did the required ductwork. So I will give them credit for that. They gave us the quote and told us what we needed. We needed more than that and they made it right without charging extra. So I think that was good. They are a good company to deal with. I just don’t think that we got the right brand. They made a lot of excuses. They said that the equipment was manufactured in the US but all the parts were from China. Everything worked out right and they did take care of it on a timely basis. Their technicians were wonderful and were conscientious. My overall experience wasn’t great. On the other hand, they made it good, they made it right and they didn’t charge extra for what needed to be done. I would have been much happier if I hadn’t had to have 5 service calls in a short period of time. They were supposed to be here on one day within a certain time and they didn’t get here until two hours after that. However, they were on time, other times. The salesman was supposed to call and tell me that they were running late but he didn’t do it. The technicians really took it to heart. They wanted to make it work right and they did it. The technicians were wonderful. It’s just the salesman who had a really lousy attitude. I cannot speak highly enough about the technicians. It wasn’t just the fact that they wanted to get the job done. They really took the pain of finding out what the problem was and they did solve it well because it’s working fine. The girl in the office said that the salesman was supposed to call us. I felt like he was going to make it sound like it was my fault. They also sent somebody out to clean. I was happy with it. They were very responsive about everything. It looked like the technicians did care and they were very professional. They do have a good warranty. They have a warranty for 10 years for parts and labor. They are a good company to deal with. We got what we paid for. I was satisfied with their followup.

On time, polite and reasonably priced.

THEY INSTALLED THE SYSTEM AND SO I CALLED THEM TO DO THE YEARLY MAINTENANCE. THEY CAME ON TIME AND DID THEIR WORK AND LEFT. THEY WEAR UNIFORMS. I WOULD CALL THEM BACK.

MILLS AIR CAME OUT AND REPLACED OUR OLDER AIR CONDITIONING SYSTEM. I WAS VERY IMPRESSED WITH THEIR RESPONSE TIME. IT WAS A VERY HOT TIME OF THE YEAR AND WE WOULD HAVE BEEN MISERABLE IF WE HAD TO WAIT ANY LONGER FOR AIR CONDITIONING.

IN MORE THAN TEN YEARS THAT WE HAVE LIVED IN THIS HOUSE WE HAVE USED MILLS AIR SERVICES. THEY HAVE BEEN RESPONSIVE AND PROFESSIONAL AND KEPT US WITH WORKING AC.

WAS PLEASED WITH THE RECEPTIONIST WHO SCHEDULED THE APPT. HOWEVER THE TECH DID NOT SHOW FOR 3 DAYS. THE TECH DID CALL & APOLOGIZE FOR HAVING THE DELAY..WHEN HE FINALLY DID SHOW UP 3 DAYS LATER. THE WORK PERFORMED WAS SATISFACTORY. FEEL THE TERRITORY IS TOO LARGE AND NEED TO HIRE MORE TECHS.