Complaints

• 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.

• Initial Complaint

  06/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new air conditioner in 2018 and every year the condenser coil's freeze up and it leeks water in my garage. They come out to thaw out the unit and tell me they can't find a reason for it to be freezing up. I told them last time to replace it because I shouldn't have to deal with it every year. I am tired of not knowing if I will have air conditioning or not. My wife is disabled and has to be home all the time.

  

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/06/28) */ I wanted to follow up with you regarding the issue with your HVAC unit. From the account notes, it appears the unit is now functioning properly. I'm very pleased that we were able to adjust the airflow, etc, so as to allow the unit to perform as it should. If, however, the issue with the coils freezing should resurface and/or you need anything further as it relates to the matter at hand, please let us know so that we can take care of it. Thank you. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept their response if they replace it like they said they would if the problem continues. Right now it is to soon to know if Turning up the air flow is going to work. The Tech told me that he didn't know if that was the cause of the problem or not. The manufacturer didn't know either. I just want to make sure that this isn't just another "Bandaid" . Business Response /* (4000, 11, 2022/08/02) */ Dear Mr. *******, Thank you again for your invaluable feedback. Regarding the aforementioned issue with the unit, from the Account notes it looks like we were able to get it resolved and that the unit is working as properly at this time. Should that change in the future, please don't hesitate to reach out. As the unit is under a full 10-year parts and labor warranty, we will see to it that any such problems are addressed. Thank you again for choosing Hiller.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2019, I purchased two full HVAC systems from ******. I paid extra for a full 10 year parts and labor warranty. I was assured that if I ever had a problem, ****** would take care of me. Today, my air conditioning went out. I promptly called ****** who refused to give me an appointment for until 9 days later. I paid almost 15k. I cannot call anyone else to service my air conditioner because I've already paid ******. They are leaving me to boil in my own home entering a week where the high temperature is supposed to reach 104 degrees. I was told by a manager that I'm "not a priority" because I had some air conditioning in my house (I have another unit on another level). However, all my bedrooms are upstairs with no AC. There is not enough room for my entire family to sleep downstairs for a week. I am disgusted at being told I am "not a priority" after I've already paid them 15k.

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/22) */ Mr. ******, I wanted to follow up regarding the issue with your HVAC unit as well as the related scheduling concern. The account Notes indicate both of these were resolved, i.e., we were able to get to you sooner than expected and the unit is now functioning properly. If, however, these issues have not been resolved to your complete satisfaction and/or you need anything further as it relates to the matter at hand, please let us know so that we can take care of it. Thank you.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this company on or about May 6th because my toilet was overflowing and the lever was spraying out water. I am blind and took as truth what the tech told me when he turned in the report this was not mentioned and other issues were this is not the first time that i have called Hiller with a problem and I feel i am being taken advantage of because I am blind and can't see I can only go by what I feel the one toilet he replaced the gasket on this is the 3rd time this has been replaced when i feel its a clog instead of the gasket

  

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/05/23) */ Dear Mr. ******, Thank you for taking the time to leave us your feedback. It is our goal to meet or exceed your expectations and if we fall short, we want to know about it. I appreciate the opportunity to speak with you and to work toward resolving your issue. Please don't hesitate to reach out with any further issues.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two yr old HVAC System ****** installed, has broken down again. They selected the unit, they installed the unit, we call them to fix the unit. In 2020 we bought a brand new upstairs unit. In 2021 the unit had a major breakdown. It was under warranty they came out & for 3-days worked on it. Summer 2022, we turned it on it did not work. We called them, and it is three weeks out of warranty!!! Really??... this is not a small repair either. Of course it will take most of a day for them to fix it & 1 part is on order, 1 part is in stock. So we wait 3-days until the extra part is it. The tech mentioned that it likely broke during winter and we didn't noticed it. All the Freon had already leaked out, he says this likely impacted our electric bill this last winter, as the unit has a back up electric option. The first time we noticed it was when we first turned on the system for summer, and it didn't cool, now 3Wk after warranty expired. This brand new unit should last 10 yrs or more. I'm thinking major breakdowns of a brand-new unit is likely because it is miss sized. If it is the correct size, maybe improper install. I don't know enough to make that decision, yet I know this is not right. I am going to be charged close to $1800 to repair a 2yr old modern hvac unit. First, I would like them to extend the warranty or consider that it likely broke in winter but we did not notice it until summer, as the repairman thinks, meaning it likely broke during warranty. Second, if they do not want to consider that, they should at least push the warranty out for another year as the system broke last year, and it broke this year. If it breaks another year, I'll have another bill & further proof that this unit was probably wrong sized for the house or bad install. What type of **** did ****** sell us? Happy ****** customer guarantee? Well I'm definitely not happy, & I doubt they're going to give us $7000 paid for the HVAC or cover repairs on this unit.

  

  Business response

  05/11/2022

  Consumer Response /* (2000, 9, 2022/05/10) */ ****** did respond directly to me with calling with updates and a likely plan of action once the ordered part came in and the workers returned. The individual who called was one of the managers, he told me that we would work it out, he was not sure what the ultimate decision would be yet but he assured me that they would stand behind their work. They had reached out to the manufacturer of the actual AC unit, and they were waiting for a response from them. They still reported that the AC brand and unit was a good brand. On the day of return of the workers with the part, there was a little bit of a problem, but it was quickly resolved with a call back to the manager. The worker who I did not blame about this, just did not have any of the history concerning my complaint or my issue with the unit breaking down two years in a row and that I was not going to except the charge of $1800. The charge had been reduced to $1500, but that was still unacceptable to me. Once the manager was reached again, they covered the entire repair, and considered it was still under warranty. The workers then came out a few days after the full repair to go over a few more things with the unit. They stated that they still believe that unit is a good size for the job and the ductwork appeared correct. Of course, I have hope that the unit won't need any major repairs in The next 12 months, and other than a yearly tuneup that should be the only thing I'm paying on this unit for a few years. The bottom line is they did stand behind their work, they did respond to me, and they corrected the problem.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction - April 18th or 19th 2022 Amount paid - I believe it was 80 dollars What the business committed to provide me - A plumber that could fix a water leak Nature of dispute - We were either lied to or sent a plumber that doesn't know what they are doing I have just sent Hiller a message so they have not gotten back to me What happened, We had an issue with water dripping from somewhere inside the wall behind the bathroom sink downstairs. Called Hiller and a plumber came to take a look. He told me that the water was coming from the bathtub that is upstairs directly over the downstairs bathroom. He claimed that the grout and or sealant around the tub needed to be removed and replaced. He then told me that he could fix it because he had a side business that happened to be just for that specific service. He let me know that it was either his own business or one he works for on the side and it was not a part of Hiller. He told me all of this right outside of that downstairs bathroom, where I could hear a hissing sound coming from the wall. I chose not to inform him of said hissing sound and paid him the 80 or so dollars for his visit. The next day we called ******* plumbing. They sent someone out who was able to tell us it was in fact not the tub but most likely a broken pipe. The man from ******* told us to call a company that does leak testing to determine where exactly the leak was in the wall. The man that came was able to find the leaking pipe and we then had ******* come out and fix it which they did.

  

  Business response

  05/18/2022

  Business Response /* (1000, 8, 2022/05/10) */ Mr. ********, I wanted to follow up with you on the BBB Complaint filed on 4/29/2022 and apologize for the issues you encountered relative to your experience with H*****. I understand our General Manager in Memphis has attempted several times to reach out to you by phone and email, to no avail. He wanted to advise you that we are refunding the diagnostic fee that you were charged and personally apologize that we were unable to resolve the issue. We at H***** take great pride in our service and always want to ensure our customers are happy. We also encourage customers to contact us directly if they have any issues or are not happy with the service we have provided. Your suggestions and feedback are a vital part of our growth, so thank you for bringing this to our attention. If you have any other issues, feel free to reach out to me directly at ************************.com. Sincerely, ************* President

• Initial Complaint

  04/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I talked to ******* ****** from Hiller. He was the salesman. I bought new duct work and all new plumbing. He was told twice how small my crawl space was. I even said I wouldn't know what is done in there because I wouldn't go in there and he said "me neither" and smiled. My son used to work for Hiller. That is why we chose them. I agreed to the quote. They came out and tore all the old duct work out so the plumbers could start. He called and told me all these things that would have to be done extra because he didn't do his job. Well they never had to do anything but add a couple days of labor on. They wanted thousands more than the 15,600. on the quote. They got it taken care of but now the heat and air is worse than it was with the ancient duck board duct work. I talked to a service tech who was very insulting, saying they would make it how I want it. I want it fixed, like it should be. I have ducts with nothing coming out. They did not do a dog house nor hook up the new duct work to the unit. there is a duct in the bonus room with nothing coming out. The old part of the house used to be nice. now it is cold. The insult tech actually said that he cranked up the heat to 84 and it only took 20 minutes to warm up. I had no response to that comment. But then he said he couldn't get into the crawl space and that he would have to talk to his supervisor, but he was gone right now. It has been 2 weeks today and I still have not heard anything from them.

  

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/22) */ Ms. ******, I wanted to follow up with you on the BBB Complaint filed on 4/19/2022. First, I want to apologize for the issues you encountered. I understand our General Manager in Knoxville has reached out to you and we have returned to your home to test the air flow of the ductwork, made some adjustments, and will return next week to be sure everything is in good working order. We take great pride in our service and always want to ensure all customers are happy. We also encourage customers to contact me directly if they have any issues or not happy with their service we have provided. Your suggestions and feedback are a vital part of our growth and I thank you for bringing this to my attention. If you have any other issues, feel free to reach out to me directly at ************@happyhiller.com. Sincerely, ***** ****** President

*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. ↩