I've been a Hiller Customer since 2023 when I purchased a $10,000 new HVAC system, furnace and hot…read morewater tank. I Interviewed several companies and sales representatives and was very impressed with Hiller's. But as it turns out, he was the only thing impressive about the company! I also purchased their Happy Hiller Club membership and as I understand it would be very beneficial having it after purchasing all my new equipment. Hiller would take care of any preventive care, routine maintenance and emergencies that arose as it was explained. So, I was HAPPY to hear about the spring and winter cleanings and thought that everything sounded good. Little did I know, I would fall into a Rabbit Hole known Hiller Plumbing, Heating and Air! A little over two years and the gas meter on my brand new hot water tank quit and became the warrant expired a couple of months earlier, Hiller charged $350(+\-) to install a new one. Two techs that looked like teenagers can by and installed the meter and gas filled my house. I was told that the odor would go away. I spent three days sick, nauseated with a headache, before waking up and calling for help. I had to evacuate my home and pets, until the open gas line was shut down. I contacted corporate and Mr. Hiller called me and apologized and took the charge off. Now, skeptical of this company, I continued pay for the Happy Hiller Club. $22 mo x 12 = 264 per year. So, just last month my air went out on one of the hottest day in Mississippi! I called about 1:30 am and was told a tech would call me back around 7:00 am. Spoke to a tech and someone could come out at 5:00 pm. Since my unit was under warranty less than 3 yrs old and I'm in the Happy Club, I felt good about everything. Here's where Hiller misses the mark! Their techs! Not all are created equal! So this guy, doesn't call by phone as I had requested. I had to call the call center to track him down. He got there after the appointment time and it went down HILL(er) from there. He goes to the attic and tells me my unit is leaking coolant. From the attic? Then he goes outside and says it needs cleaning. I told him I had an appointment coming up in two weeks a Spring and Winter cleaning. He says it didn't look good and he goes back up to the attic and comes down and says he the found the problem, it was a dirty air filter. I told him I usually change my own filters and I shocked that my filter shut my entire unit down. He then got on his computer and said that my filter had not been changed in over year, when my AC was last cleaned. He went on to say that it was my negligence that caused the unit to stop blowing. Explaining to him, that calling me the customer negligent was unprofessional and that there was nothing negligent about me. I advised him that I did not give him permission to change my filter, because I keep a stack of filters upstairs near my furnace that I changed my filters myself. He then said, it would be $109 for his service and I reminded him I was in the Hiller Club. He said that didn't apply, it only applied to a furnace and AC cleaning once a year. $120 to $150 annual fee for both AC and furnace as advertised by Hiller competitors! Once, I told him I was calling corporate, he took the filter fee off and charged me $79 for an emergency fee! His name is Jacob and his customer service was horrible. He was arrogant and condescending at best. When I questioned him about the charges, he snidely said, I can't give you services for free. Expressing my lack of satisfaction with him, his fee, and his attitude, he said the GM would call me and I could discuss it with him! Well he never called! So, please pick another company! Mr. Hiller is a great guy, but the people at the bottom are ruining his company and reputation! They're running his company into the ground. I'm searching now for another company that can honor the warranties, and treat customers like the paying consumers they are! I never asked for anything for free and that tech Jacob needs to be retrained on sensitivity and customer service! Beware....choose your HVAC company carefully! They will tell you anything to get a sale! And treat you like trash afterwards!
