Travis F Ozb

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Poor business practices, inappropriate behavior, negligent mistakes

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Mills Air - Poor business practices, inappropriate behavior, negligent mistakes

Mills installed a mini split unit in our bedroom in July 2022. On initial installation, the drum fan of the wall unit was unbalanced and made loud rattling noises.

The responsibility was quickly shifted to their service dept despite it being a new install and only offered repair. Their tech explained to me that he had never replaced this specific part and would need to refer to a youtube video. Despite weeks of push back we convinced them to replace rather than repair the indoor unit. Over the next 10 months, we experienced multiple system failures.

The indoor evaporator coils would freeze and melt weekly causing dry wall damage. The unit produced high humidity/poor temp control. To make matters worse, some techs earlier on would add extra refrigerant without rebalancing the system which caused more stress on the system and never stoped the problem. More recently leaks were found and repaired along the refrigerant lines which their own tech suggested could be due to poor installation.

Despite these repairs the system continue to fail. Continued service visits then found another leak leading into the outdoor condenser unit. Mic, the service mgr. pushed to allow them to continue repairs but the issue now involved the outdoor compressor itself so ultimately it was decided to replace rather than repair the condenser.

Carrier approved the replacement and Mills installed it. The system again continued to fail after install of the new condenser. The evaporator coils began to freeze again and same problems persisted. Most recently, the system was set on timer and while we were out of town, the system froze, melted and soaked an electrical outlet in our bedroom.

The failure could have burned our home down. I explained the fire risk the system poses on my house and family. I stated that I wanted to end my relationship with Mills. I stated I did not want to wait for any more repairs and requested a full refund since the system had never functioned once in the 10 months since original install.

The email response I received was unsympathetic. My request for a refund was disregarded. I was told that in order to move forward another tech would need to be sent to my house so I allowed it.

Now during the last service call they finally identified that an incompatible indoor blower unit was installed 10 months ago on original install because they forgot to verify the correct model number from Carrier! They we're dismissive of the huge mistake and were even already on track to order only a new blower without discussing it even though I clearly stated I only wanted a refund at this point.

And worst of all ignoring the 10 months my wife and I went with without a working AC or the damage being done to new condenser all because of their careless and negligent mistake. They again rejected my request for a refund and dismissed many attempts to speak with the owner despite, Mic, their own service manager agreeing that our request for a refund was somewhat justified at this point.

***UPDATE 5/11/23:

Leon Mills, the owner, was the most unprofessional out of all of them. He was disrespectful to both my wife and I. He refused to listen to any of our complaints and literally yelled "blah, blah, blah" into the phone when I tried to explain things.

He even told me to "keep my mouth shut or he'd hang up the phone". In another phone call after we caught him in an obvious lie he actually hung up the phone on my wife mid sentence and responded with an incoherent email. He seemed intoxicated on the phone call with my wife although we can't prove this. This man cannot be trusted.

We have never once had a functioning AC in our bedroom, not a single day. As long as things benefit Mills you'll get that good southern charm. We were fooled by it too. At the moment of any problem they will at all costs avoid accountability.

Every issue has been blamed on me as the client for expecting replacement rather than repairs or blamed on the manufacturer, Carrier. We are now in the process of filing with small claims.

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Preferred solution: Full refund

User's recommendation: Avoid.

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