Complaints

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is regards to the service provided by Hillers deluxe tune *** of my geothermal HVAC system.Hiller was the first company to service our unit after purchasing our home. They serviced the system twice, first in June 2022 and again in December 2022. We planned to have the unit serviced again in Spring 2024 when the system failed on 5/3/2024 Our home warranty company denied our claim due to an alleged leak in the water loop line onto the system control circuit board, shorting it out.We then called Hiller, and Hillers technician confirmed the initial diagnosis, stated that finding replacement parts would be unlikely, and estimated that any repair would be in the thousandS of dollars. He recommended replacing the entire system, quoting $24,897.26. Its worth noting that similar geothermal systems can be purchased for $4,000 to $9,000, which raises questions about the reasonableness of their estimate.Then, I contacted *** Company for a $79 service call. Their technician determined that the motor, not the circuit board, had failed. The replacement motor was located with one phone call, and the repair, which included replacing the motor and motor housing, restored the system to proper working order for an additional $1634.29. The *** Company technician also found no signs of an active water leak in the water loop line.*** Company confirmed that there was excessive contamination buildup in the blower motor. When I asked if this was something that should have been identified during our last tune-up in December 2022, the technician confirmed that it should have been, noting that the buildup had accumulated over several years.My complaint is that Hiller failed to properly clean or even suggest cleaning the system during not one, but two deluxe tune-***. Furthermore, during the second opinion visit, they misdiagnosed the issue and used the situation to attempt to charge me commercial rates for what should be a residential system replacement.

  

  Business response

  08/13/2024

  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, including a reimbursement for work done by another company. If, however, that resolution does not comport with your expectations, please let us know so that we can do our best to resolve the matter at hand. Thank you.

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  Yes, Hiller reached out to me via text  message with a offer of compensation, which I have accepted. I appreciate their understanding standing in this matter, and look forward to continuing our long standing relationship that has spanned two properties and almost a decade now.
  
  Sincerely,
  *********************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hiller sold me a brand new $10,000 HVAC split unit and it broke within a week. Its been difficult trying to get on the schedule so they can fix it. Now the unit is leaking water in two places. A new unit should not break. Hiller also keeps putting me at the end of their day (5PM and 9PM), ensuring that if they need a part it cannot be ordered until the next business day. I want a new HVAC or a refund.

  

  Business response

  07/09/2024

  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.
  
  Per the Account Notes, subsequent to your expressed concerns, and presumably pursuant to your expectations, our upper management has taken steps to see that complete resolution is reached. If, however, this does not comport with your understanding and/or satisfaction, please let us know so that we can do our best to resolve the matter at hand. Thank you.

  Customer response

  07/09/2024

   
  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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2017 we bought a new Heating and Cooling Unit from Hiller and were told that the Unit comes with a 10 year Warranty for Parts AND Labor. Well, last week the Unit went out, so we called Hiller, and again the Lady answering our phone call told us that we were still under the 10 year Warranty for Parts AND Labor. Told us that the Warranty expires in 2027!When the Hiller Technician showed up, ( on 06/25/24)the first thing we were told was that in Order to keep our Warranty up we would have to pay $249.- each year! That would add us to the Happy Hiller Club. We dont want to be added to the Happy Hiller Club We want our Warranty honored that we paid for when purchasing the Unit!My Husband paid the 249.- Dollars so we would get our Unit repaired, and told the Tech to have his supervisor call us please. So the Tech went ahead and replaced the dead capacitor with the wrong capacitor. Our Unit needs a 40 according to factory standards. He put a 35/5 in and told my Husband he would be back with the correct one. We called Hiller again on 06/27/24 and were told that we would get a call back within 24 hours. No one has called us or contacted us any other way. Today is 06/30/24. The Unit is still running on the wrong part!What kind of Business practices are these? Either you give a Warranty and honor it, or you tell people up front that you will be charging them thousands more in addition to the purchase price.We want the $249.- back and the correct capacitor installed!

  

  Business response

  07/09/2024

  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, in the form of a parts replacement as well as a complimentary Hiller club membership. If, however, this does not comport with your understanding and/or satisfaction, please let us know so that we can do our best to resolve the matter at hand. Thank you.

  Customer response

  07/09/2024

   
  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a house in 2021 that needed a complete remodel. I called several electricians, hvac companies, and plumbers. I called Hiller Company and they provided all three services. Even though their prices were a bit higher than smaller companies they talked me in to believing it would be easier and more convenient to use them that they do not subcontract work out, they stand behind their work and product. I did think it made sense, it was a lot of work, three separate big jobs, one price, one company, and scheduling would be easier to coordinate so I agreed to go with them for all electrical work, all plumbing work, and all hvac work.The electricians came in and explained to me what they were going to do. Remove basically everything electric, rewire everything, replace everything that was already in place, add new outlets in places marked, and get everything up to codes. It took the electricians four different times to pass codes. They kept getting everything wrong. The extra outlets and light switches that were marked were not installed, there were many lights and switches that were already in place that were not replaced. The electricians were very rude to my other construction crew calling them names and insulting them. I had to address this with them at the time. After several attempts to get the electric wiring, lighting, and switches to pass codes it finally did but they did not install gfi outlets in my bathrooms or kitchen. I do not know how it passed codes without the gfi outlets near the sinks. But I was then and still now very unsatisfied with the electrical work from Hiller from the start, but I was ready for them to just get done and get out of my home. The plumbers with Hiller really came in and done their jobs to satisfactory. So, no complaints or concerns with them. When the Hiller sales person came to my home to sell me on his company my house had a hvac unit that had duct work for the first and second floor. The sales person talked me into pulling out the duct work upstairs and putting in two mini split units in each of the rooms upstairs. I was not convinced because I did not understand how the rest of the upstairs like the bathroom and the bonus room would get access to heat and air, he explained the doors to the rooms with the units would have to remain open. I should have never let him talk me into this but he assured me how wonderful these units are so I reluctantly said ok. They installed a hvac unit downstairs with new duct work, vents, and return and they installed two mini units upstairs. The summer of 2022 when it was time to turn on the units for air my sons unit started leaking water. Not a drip pouring water onto the floor, down the wall, the new drywall I just had installed, and on his mattress. I called Hiller and because it was less than a year the mini split should still under warranty. When the technician came out he examined the unit and said it was broke and needed replaced. The next day they came out and basically blamed us for the unit being broke. They said the manufacture was not going to honor their warranty. I was so insulted. How dare them! I wrote to Hiller and let them know how upset I was about this and ***** Hiller called me and said he will replace the unit himself. A month or so ago my others sons mini split started dripping water, not as bad as the other one, but bad enough to soak the wall and floor. We called Hiller again; they came out and blamed us again. They said since my son had his window cracked it caused the unit to leak. Seriously! And now my main air conditioner is out. I called Hiller two days ago and the technician came out and said that something in the unit was broke and they had to order the part. Then he started to say I had to pay twenty dollars a month to Hiller for maintenance plan or the warranty is void.I paid Hiller over fifty thousand dollars to rewire the electric, replumb, and add whole new hvac system to my house but they have not lived up to their advertising, mission statement, warranties, or work ethics. I did not pay that much money for such terrible work, terrible products, to be insulted, and my construction crew insulted. Hiller false advertises. I am very unhappy with everything they have done except the plumbing work. It really is causing me stress for the past three years now. I paid Hiller trusting that they were selling me the great product they pushed on me and the great work they advertise in thoughts I would not have a problem out of the plumbing, or electrical work, or the hvac units for at least five to ten years like the warranties claim, the sales person said, and what they advertise but I did not get any of the above. I really tried to keep working with them by staying patient and understanding while they had to correct all their mistakes, and fix all the bad products they have installed in my house all while trying to cope with their insults and finger pointing that hurt me and my family, by not honoring their warranties, and not standing behind their work or their word.

  

  Business response

  05/16/2024

  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 complaint submission, and presumably pursuant to your request, our management team has taken steps to see that complete resolution is reached, including the full replacement of the units in question. If, however, that resolution does not comport with your expectation, please let us know so that we can do our best to resolve the matter at hand. Thank you.

  Customer response

  05/18/2024

   
  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

  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.

*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. ↩