Millie’s Heating & Air Conditioning

Called to have my hot water heater serviced. They came out within 3 hours. In a snow storm. That kind of customer service is just unheard of in this day and age. I really appreciated the fact that they went above and beyond. The tech was polite, patient, informative and helpful.
My only negative comment — they need to get the techs real work trucks, not the puny Transit Connects they have now. When he pulled up my first reaction was «who ordered take out?»

Prompt service and so far my AC is still working. (yay! :) They were so much better than other places I have hired before. After few more weeks I will post a full review
So the above was from June 2012 and now it is January 2015 and knock on wood everything is still working great. Thank you Millie’s!

On January 3^rd, I had an appointment. They were supposed to call before they showed up. They didn’t. They left a note saying we were here, you weren’t call this number to reschedule. On January 6^th I scheduled January 7^th because they couldn’t do it same day. THEY DIDN’T SHOW UP AT ALL AGAIN. I finally get them out on January 8^th and the guy knows nothing about my thermostat (a nest.) I try to talk to him and he just ignores me and installs the old thermostat without doing any wiring checks (I was having a voltage problem with the nest.)
I really can’t recommend a business less, which is a shame because 6 months before I met one of their staff and he was prompt, nice and on time. Oh well. Don’t use this service.

Missed 4 appointments to service an HVAC system under complete warranty:
Here were the excuses:
1. Emergency gas leak at another customer’s home
2. Technician had to goto emergency room.
3. No call «Were sorry»
4. Part was not in-​No call-«were sorry.»
All to get a new thermostat installed that was under warranty.
Hands down the WORST service I have experienced… the 5 star reviews on here are obviously family or employees (check the number of reviews).

My A/​C stopped working late on a Saturday summer evening which is arguably the worst time to have A/​C issues since many HVAC businesses are not open on Sunday. It was extremely hot, at times reaching 94 degrees indoors. My cat was sweltering and looking at me with very sad eyes that seemed to be questioning why I was torturing her like this.
I contacted Millie’s at 8:00 am on Sunday morning and reached a call center-​type operation which made me wonder if they were simply going to collect my information and return my call on Monday. I called at least 10 other places, but only two of them were open or had representatives answer the phone. Even if they did answer the phone, they were not available on Sunday. Things were looking grim.
By 10:00 am I received a return call from Millie’s and they said they could be at my house between 11:00 am — 2:00 pm the same day, with no Sunday upcharge. I was beyond elated! The original technician ended up being stuck at another job so he called me at 1:00 pm to ask if he could arrive between 3:30 pm — 5:30 pm. I agreed. I asked him to call me before he arrived.
Around 5:00 pm I was concerned that they might not show but I then got a call from another technician who said he was outside my door and would be filling in for the other technician who was still on another job. I was thankful that a substitute was called rather than the appointment being rescheduled. An advance call would have been nice because trying to throw on clothes so I could open the door took a long time. Getting dressed when sweaty is difficult!
The technician determined that my HVAC needed the relay overload starter assembly replaced and 2 lbs of Freon added. The estimate was $ 469 which I agreed to mainly because I was so desperate. The process took approximately 20 minutes. The bill ended up being $ 580 with taxes and a $ 79 service fee. The dispatcher told me that if I had the repair done the same day, the $ 79 fee would be waived. I mentioned this to the technician and he removed the extra charge. Update: the technician didn’t mention that there is a leak that needed to be repaired. So now, it’s summer 2014 and it’s low on freon again. I decided to get a new HVAC system but the technician should have told me I needed a repair back in summer 2013!
Was I overcharged? I have no idea. Based on some quick research, Freon costs for R-​22 in this area run anywhere from $ 85 — $ 150/​lb. I did not receive an itemized bill so I called Millie’s to inquire about their Freon costs and was told they charge $ 250 for up to 3 lbs. So, if you need 3 lbs you are in luck, but if you need 1 lb you’re getting screwed. So, If I was charged $ 250 for Freon, then I was charged $ 219 for the relay assembly replacement. Online, it was mentioned that the relay assembly part replacement can run anywhere from free — $ 250, so Millie’s does appear to charge on the higher end of the spectrum. Of course, it would be much more cost effective if I could perform the repair myself but I can’t, so in these situations we do end up paying a premium. It’s virtually impossible to get a quote without a HVAC company looking at the issue so I have no real basis for comparison.
I like that Millie’s invoice does not have a lot of convoluted language that prevents you from taking any course of action if there are issues. There are some companies that ask you to sign away your life and then do nothing to stand by their work, so I appreciate that the invoice was straightforward and innocuous; only verifying that work has been completed and that I received a copy of the invoice. Millie’s offers a 1 yr warranty on their repairs. The technician was adamant that they would do whatever it takes to ensure my satisfaction with their work. I have not had much luck with their customer service email contact. I’ve emailed them a general inquiry and have yet to receive a response.
I give Millie’s 4 stars for being available on SUNDAY with minimal notice and for their decent communication!!! It would have been 5 stars if their prices were a little lower and if they responded to my email. Overall I would say that they are a good company and I am very thankful that they were able to fix my A/​C quickly!

These guys are a breath of fresh air in the modern era of shady home contracting services. My hot water boiler crashed in October and Andy their owner came out within 24hrs for an in home free estimate, where he took his time to go through all of our options for replacement. His professionalism and genuine concern for getting us a new boiler were easily discernible. He gave me the most information about all my options including energy consumption/​efficiency, payoff, and his estimates were also among the most competitive. When I decided to go with Millie’s for boiler replacement, he had me scheduled within a couple days. During installation, his installers realized that the boiler we chose wasn’t going to logistically work well, and they upgraded me to a higher efficiency boiler free of charge. His team of installers were all very experienced and professional. The job was done meticulously yet quickly, After installation, we had an issue over Christmas. I called Andy who sent somebody the day after Christmas to have a look and repair the issue. These guys are amazingly responsive, professional… they’re the real deal.

Our A/​C stopped working Friday night of Labor Day weekend. We called Millie’s Saturday morning. They sent a technician out at 2 pm. The tech was prompt, courteous and fairly priced. No extra fee for it being a Saturday or a holiday. Thank you Millie’s!

They requested to reschedule 3x. I was told they would call 30 minutes before they got to my house. They called when they arrived. When I told them I was 30 minutes away, they got irritated and lectured me on the value of their time. I told them not to worry about it. Don’t tell a customer one thing and then lecture them.