Milani Plumbing, Heating & Air Conditioning
Reviews and Complaints

I hired Milani Plumbing after my handy man told me that my shower needed to be snaked. My cleaning lady had already done her best at removing the hair. Their plumber arrived at the location without advising me as they said they would. If he had advised me that he was here I could have at least micro managed him and insisted that he snake it, I happened to see the truck as he was leaving and went up to chat with him but he told me he finished the job and left the bill with my associate, When I went into the location my associate advised me he did not snake the bathroom but only remove 2 hairs. This cost me $200. and it was not snaked, The customer service representative did not care at all that the job I called them to do was not done, I already had used ***, had my handy man come and my cleaning lady clean it. To make matters worse, on the same day I had also called them to come to one of my other properties as I had a leaky toilet there. The plumber worked on it for 1 hour then he said we needed a new toilet and that it would cost $250 and he would have to go get it. I said ok and authorized this. He left for 1 hour and came back with a toilet that was over $500 I was not prepared to pay 500 plus the driving time and labor so he left. Even though I did not get the toilet from them the bill was still over $500 and I still had to go purchase a toilet and have another plumber install it which only cost $100. So 2 jobs in one day $700 later and neither job was completed with satisfaction.

I asked Milani to send someone to my house to help fix with my broken air-conditioning system I had a brand new furnace installed by a different company a year and a half ago. I developed concerns about the workmanship and called another company to review the situation and. give me a quote on how much it would cost to fix everything. I called Milani to come and give me a second quote so that I could compare the estimates. From the moment I was talking with the Milani representative - who is not the one doing the estimate or any potential repairs - she was pressuring me to have Milani replace the furnace. She told me that since Milani did not install the original furnace, Milani cannot do anything with it and I need to have them install a new furnace. I was stunned. I expressed to the representative that there are many companies which would fix a problem furnace even if said company did not do the initial installation. ***. The Milani technician had never even set foot into my house to survey the issue; yet, this receptionist was giving me untrue information *** Today is the beginning of a long heat-wave. ***. After experiencing Milani's terrible customer service

I wanted to give zero stars! This has to be the worst company I have ever dealt with. My tankless hot water unit stopped working. I reached out on Monday... they didn't get back to me until Tuesday. Said they would send someone out the same day then changed their mind when I told them I lived in ***. They said someone would be out between 8-10am the next day. I was fine with that. Well, at 8:30 they call to say the person wasn't coming as someone had an emergency (I had no hot water since the previous Sat - how was that not an emergency as well?). They said they would call back once they had a time. No one called back so I had to call them. I got the rudest woman ever and she said she would pass on the message. Later in the day someone finally calls back and says they will have someone out in about an hour. The guy shows up and replaced a part (a $22 part that they charged me $160 for!). Doesn't fix it. Then he says the parts dept will try to find the other part and will email me back with a quote. I hear nothing on Thursday so my husband calls them. They still didn't have an answer but promised they would call back Thurs afternoon or first thing Fri morning. Friday afternoon rolls around and I still haven't heard from them. So I called another company and in less that 5 minutes got the part and where to get it. Someone calls late in the day Sunday and leaves a message to call them. If they don't want to service Abbotsford or couldn't come out that is fine - but tell me so I can call someone else! A week without hot water is not ok. I could have had another company here within a day. We reached out to Milani because of the good reviews... but after this I will never deal with them again and will certainly be sharing my experience with others.

What a perfect experience! Thank you Milani! Whoops...spoiler alert folks! So one day last week I suddenly had little to no heat in my house. While it wasn't an emergency I called Milani and they were able to send someone very quickly. The communication at every step was fast and friendly. Another thing I appreciate (and want to point out to potential clients) was that the hourly rate was made clear to me prior to booking and was confirmed again by the technician when he arrived before any work began. This transparency was very much appreciated! As I'd expected I needed a new thermostat...and now come my two customer service "WOW" moments: The technician let me know he'd be going to get a new thermostat...and he actually detailed the travel and shopping time he would need knowing he'd be on the clock! I reckoned this was THE height of transparency...but then he returned with TWO thermostats for me to choose from! Both would work, but one was less fancy and less aesthetically pleasing...and less expensive. And that's the one I chose and it was no problem! Seriously thoughtful both aesthetically and economically. So within two hours of the Milani technician arriving - including the time traveling and finding parts - my home had heat! It gets better. The next day I received a follow up call from Milani to ensure that absolutely everything was alright and to remind me of the warranty. Seriously! And I was pleased to rave about the work done and know those raves would be relayed to the folks who did the work. Full disclosure: I am a repeat customer because the Milani team have epitomized professionalism every step of the way in all my dealings with them. They proved it again with this episode. Many thanks, *** PS: Major thanks to master technician Kevin!

A nightmare! On Monday, May, 30th 2022. We had Milani come in to your home to install a new air conditioner. This air conditioner is to be installed to the furnace. Four installers at showed up at 8am! At 11am one of these installers came to me and said that he just blow up the furnace and someone else will show up sometime today to see if it can fixes. At 630pm the last install left my home. No one call me from Milani to tell me what are they doing about the furnace. Tuesday, June 1st, no one had called me from Milani. I was calling them every hour on the hour. No one would talk to me there. No one at Milani believe me that they kill my furnace. Around 3pm I got a hold of someone, a boss. He never said his name. We agreed that he would be here on Thursday, June 3rd at 3pm to look at ALL the damage the installers did. I have over 90 pictures of all the damage the installers did to my home. Now Thursday, June 3rd the boss show up with some other guy. Late, they showed up late. 45 minute and never left a business card. Never said sorry. They did fix some of the mistakes but not all of them. I am very mad about this company. They left there garbage everywhere around the house. I have pictures. I had two holes in my exterior walls, I could see out side. My furnace leak water on are flood for 30 days before they fixs that. I have over 90 pictures of the damage Milani did. There ran the wire outside of the home for the air conditioner but they zip tied it to the ground for the house pull it out. They took over 100 man hours to fix only that they wanted to fix. It was over 30 days of repairs to my home. It was like have a Milani in my house every day for more than 30 days. Now, on Thursday, May 11th, 2023, we turned on the air conditioner and it is not working. What a surprise! I called Milani, and guess what no one until Thursday, May 18th, 2023. One very upset not a customer.

I have used Milani for minor on site repairs and disconnects before demolition - they are expensive but $ 50 one way or the other does not count when you have broken a water line or need to repair a sewer because you just banged it with an excavator or need to disconnect services before a demolition. Their call out is $ 198.00 *** They do have the people and trucks to make quick emergency / service calls. In this case it was my furnace in my home - I called them out to check it over and see why it was heating intermittently. I knew at twenty years old it would likely have to be replaced. I just pointed out that Milani is expensive (***) - on a major repair I really did not want them to do the work. *** So the repairman come in here and tells me I need a new furnace, telling that it is so bad he needs to turn off the gas. ***. My response is: "You will touch nothing without my permission, show me the readings that make it threat to my health or property. I then informed him that I will be pleased to pay him for his time and in ten seconds or less you do not have permission to be on my property and I will charge you with trespassing." With that he asked if he may give me an estimate and started to behave reasonably. So he came back and prepared the estimate. The estimate was for $ 5,500. where I graciously took it and said that I would consider his offer. ***. *** What a change from the way I was treated by the Milani technician. The bottom line: I will never use MILANI again !

When I scheduled the appointment, I told them exactly what needed to be done. And they were unable to do half of what I needed doing, with various excuses that made absolutely no sense to me. 1) They couldn't disconnect the dishwasher unless I was installing a new one, because there was no way to cap the feed into the garburator. I find it very hard to believe you can't buy some sort of plug or cap for that. I can't be the first person that wanted to get rid of the old dishwasher without replacing it right away. 2) Then *** not being able to replace the kitchen faucet, because of the amount of holes that it was using. He said he might be able to go find a faucet that would fit, but I would have to pay for his travel time. *** 3) He kept upselling me on stuff, ***. I told him I just need a few things done, so things don't link. 4) He did replace the innards to the toilet, and then didn't tighten the water inflow enough and it started leaking. I called within 30mins of them leaving and got a "we are closed message" and then fixed it myself with a wrench. 5) He talked me into replacing the stopper in the bathroom sink, which after seeing the corrosion, I agreed with him on that one, so I was actually glad he suggested that. But he didn't tighten the U ring enough as well and it started leaking the minute we turned it on. I had to tighten that myself again, to fix a leak that he caused. (it wasn't leaking before he came). 6) He charged me for 2.5hrs of work when they where there for 2 hours. I guess they charged me for the time it took them to drive over. 7) All the parts they charged me inflated prices, but that is what you expect when you don't buy your own parts. so Can't blame them for that, if I really wanted to save money I could have bought the parts myself. Overall, worse experience in 30+ years of using plumbers. Would never recommend them to anyone.

Before booking Milani Plumbing, ensure your strata rules allow their use. Our building had a poor experience with them. On April 23, we hired Milani to disconnect taps for new sink installations. The plumber, only two weeks on the job, removed the sinks but didn't properly seal the pipes. A leak ensued, damaging our unit, the one below, and common property. Despite the damage, Milani refused responsibility as it was below their insurance deductible. The strata, an affected neighbor, and we had to cover our deductibles. Our property manager contacted Milani's management without receiving an apology or acknowledgment of the subpar work. Additionally, our kitchen tap was installed incorrectly, and even a second plumber failed to rectify the issues. It's advisable to consider other plumbing services.

We had Milani come in to do an air conditioner install. We actually shopped around before having Milani come in. *** however, we went with Milani as they were persistent on calling me back and trying to get me to go with them. So we did. We decided to pay all cash (credit card). On the day we decided they took 1/3 of the total cost. Then the install day arrives, they guys show up bright and early which is no issue, the technicians were nice people. By then, another 1/3 was taken that morning before any work was even done. Then after they figured out where all the pipes will go, the office calls and tells me they don't have my air conditioner in stock. Manager says its not in stock, phone representative says otherwise (defect with the machine). Both saying something a bit different. And to my surprise, of the solutions their manager gave to me. Their manager completely puts me on the spot to go with an air conditioner which is a level up and plus $1000.00 more on the price tag. They suggested to me to take it and or to wait another week to 10 days with no guarantees of when the air conditioner will come in. I speak to the technicians, the phone representative and also to their manager. They offered to take a few hundred off, but what *** they said they had the machine reserved for me, on the day they took my deposit, but on the day of the install, they try to up-sell me for another higher priced product. Their manager even suggested that we let the technicians do parts of the work and then install the machine a week later which will have us locked into a spot where we cannot back out of even if the machines can not be guaranteed to arrive in 7-10 days. I live in greater Vancouver area, which means theres only about a total of 2 weeks (give or take) of really hot days. And it so happens that next week would be very hot, and likely cool off after that. It completely defeats the purpose of having it installed next week (which isn't even guaranteed that it will be installed next week). I feel bad for the technicians who showed up early, but this company is very *** and ***, DO NOT CHOOSE MILANI. In the end, I asked for all my deposits back and decided take my business else where. I will never again work with Milani, their company is BLACKLISTED in my books! If you do choose Milani, proceed with caution!

I had a service call booked for a possible leak that had to be fixed in our condo. The technician that was assigned to us was friendly. When I booked the service, I had asked for the technician to wear a mask, remove his shoes when entering my home or put on booties. This guy DID NOT wear his mask and removed his shoe covers while working. Which makes me wonder why this was being tolerated as acceptable during a pandemic. The property manager, my husband and I all wore masks the entire time. The technician, first came to our unit to inspect the sink, dishwasher and garburator. He then said that he cannot find any active leak in out unit and it could be stemming from a burst pipe spaying towards out ceiling. He proceeded on going to the downstairs unit. He opened the ceiling and noticed there were a lot of water. He spent 3 hours here, he said there could be a possibility that it is our dishwasher that is causing the floor to buckle up but he is not sure and has to come back the next day to get a "special tool" to take the dishwasher out. I understand that leak investigation takes time but he was here for 3 hours and had no solution to the problem we called him for. He then proceeded on charging us 3 hours for $456.95! We have been watching him the entire time and I am most certain that with the amount of work he was done, it could have been finished in an hour or 2 max. I questioned the technician why he wouldn't have this "special tool" on his truck as I am under the impression that Milani has "plumbers who's prepared for any situation" When I asked why he wouldn't have the tool to repair what I needed to be done in the first place, he said that he doesn't carry around a $275 tool in his truck. He then proceeded on telling me that I have to pay the $275 for him to buy this special tool. I understand that it is an expensive tool to be carrying around but what I don't understand is why a company like this who has amazing reviews online isn't prepared to handle a situation as simple as taking out a dishwasher? Why is it necessary that I have to get another service call? I had spent over $400 on the first service call with nothing fixed! The source of the leak wasn't even contained. I contacted Milani the next day to ask questions about the service call. The customer service representative were polite and told me that the "special tool" that they need to take out the dishwasher costs $150 to rent. She offered me a $30 discount for the next service call for the technician to come back. We opted not too. If anything, I would like to have some of my money back. We felt like we were being *** and decided to call in another plumber. ***. If you don't value your time and money, go ahead and book this company.

Be aware, it's not a professional Plumbing and Heating company. *** I deal with Milani 2 times, I will definitely rate 0 out of 100 for both two experiences. First time I deal with Milani because there is an active leak in my house. Milani send someone to check and find out it was caused by a fault in-floor heat valve. He tells me that he is a plumbing expert, not a heating expert, so he will call the office to report what happened and send a heating expert to fix it. Fair enough. When the second technician comes, he said he doesn't have the part on hand, so he can't do anything today. In other words, I have to make another appointment to fix it. At this point, I have spent $400 for nothing. A week later, 1 day before my appointment time, the office calls me and tells me that the part is not here, so they will reschedule my appointment a few days later. Ok, not a big deal. But when the third technician comes, he even doesn't know what's going on here. After I explain third times again, he tells me that it's a two-man job, so he cannot do it by himself. So he calls the office for help and goes grab all the parts that he needs. When the job is done, he charges me all the hours that he wastes on the road, including the time he calls the office. That is a total of 4 hours of labour for 2 technicians that I should not pay for. After the worse first-time experience, I decide to avoid Milani forever. However, one of my thermostats shows that it can't control the equipment and check the W1 wire. I do all my best to check the problem. So far, I know the wire is live, the thermostat works, and all other rooms have heating. So it must be something wrong between the wire and boiler. That's the part that I don't know at that time. Unfortunately, all other companies have long waitlists to maintain the boiler and repair the thermostat issue. Milani can send the technician here within one week, so I have to deal with Milani again one more time since I wish my warm room back soon. Of course, Milani doesn't "let me down" as I expect before. The technician comes to only visually check the boiler, and tells me that I have to make another appointment to clean the boiler. Then what *** is this appointment for? Just spend 200 for you to see my fancy boiler? Ok, that's fine for me at that time, since that is not my priority concern today. When I talk to the technician about my thermostat issue, he was surprised again, saying that's not on file. Well, I do state that concern when I make appointments. In order to make things easy, I tell all the tests that I have done before, and he insists to waste time checking if the wire is live or not. Do you know how he checks if the wire is live or not? Simply connect the 2 wires with another wire while it already has a spark. *** Of course, it burned his wire with a lot of smoke. And he talks to himself: Oh, I forget the power. ***. Imagine what will happen if it's not a 24v wire. ***, and tries to explain to me it happens because the wire has a higher voltage, which is 26v. Otherwise, it won't happen. ***. And he continues to explain the reason for that is because of the wire issue, such as mice biting or damaged wire. IT'S A TWO-MEN JOB. He can't do it by himself. Then he gives me a $200 invoice and leaves for nothing again. But not bad for me this time. While he wasting time, I do figure out what's wrong. It may be caused by a faulty motor, which is called Zone Valve Motor. I spend $80 to get the new motor and replace it. The thermostat works again.

I had Milani Plumbing and Heating come in to carry out a repair in my unit after a flood from the water heater in the unit above mine. The work was disorganized and sloppy - starting out with two technicians arriving who were not familiar with the issue, then with a third technician arriving after a couple of hours and having to have additional parts delivered. During the repair, there were multiple instances of further leakage into my unit. TA pipe on my hot water heater was also broken by the plumber during the work and had to be soldered after the breakage. There was no protection placed on my flooring throughout the work. The plumbing team left the floor as a mess, with screws, drywall, insulation and other materials left on my floor. Once I cleaned up everything on the floor, I noticed significant chipping and scraping on the floor. I contacted Milani immediately with photos to advise of the issues. I was advised by Nicole at Milani that they would not accept responsibility for the damage. She indicated that they could not believe my claim due to the fact there had been other trades in and out of the area. She also indicated that nothing had been used that could cause the melted substance on the floor, though it looks like excess solder flux/paste and soldering was done during the repair. I informed her that we have been home throughout all of the work, and there had been only one other trade who used full floor covering during the work and cleaned the area thoroughly after their departure, such that we would have noticed any damage to the flooring. We would like Milani to arrange for repairs of the damage.

I originally contacted Milani to have someone come in to fix my HVAC since it was not working at the end of June. The original scheduled date was June 30th, I waited for half a day until Milani called me and said all of their technicians have called in sick and they would need to reschedule my appointment to July 4. On July 4, the technician inspected and diagnosed the issue and said they would need to get the parts and install and it could take a few days for the parts to come in. After I scheduled my appointment for the installation on August 4 and waited for most of the day for them to arrive, Milani calls me again and said it would need to be rescheduled so I had to reschedule it again until August 8 morning. On the morning of August 8, the technician never came and when I called Milani, they said they would need to push it to the afternoon. After the technician came and then spent 15 minutes checking his stuff before telling me that he left the parts at the shop and have to go back to pick them up and then come back to repair. Also, on both days of the repair, it seems like the technician took his time slowly writing out his report and also had quite a bit of unproductive time just standing by his truck. ***. The job took 2 hours each time but the actual work appears to only need 1 hour each time. It's just really frustrating dealing with Milani when they kept on cancelling on me and rescheduling because I kept having to change my schedule around for them;

Milani Plumbing, I located the missing invoice; it slipped behind the washing machine. I dispute the extra labor charges for the vacuum regulator replacement. I informed your plumber thrice about the old VR's leak, twice before and once after he packed up. Despite this, he added labor charges post-repair. The initial $1,900 bill was steep, and the extra labor charge is unacceptable. I regret falling for the $895 hot water tank offer. The plumber was late and slow, and my father, the actual customer, agrees. I object to the extra labor for the VR replacement, as the old tank's condition was evident. The job should've been straightforward; I ordered a tall tank for easy installation and provided clear access and a drainage hose. Yet, the work was inefficient.

Re: furnace at my personal residence. We had Milani out to review our furnace on December 13th. The representative stated, after less than five minutes of review, that we needed a new furnace. As we had heard Milani was reputable, we went with that solution without question. We then proceeded to wait 10 days for the installation. we were told we would not be charged the callout fee as we were getting a new furnace - $207.90 - by both the representative and Belle in head office when we confirmed the new furnace. Of course, we were charged nonetheless. Upon the installation visit, we were told that the furnace could have been repaired and that no attempt was made for it to be repaired - we were also told that the furnace quoted (the new one we were mis-sold) would not fit - so we needed to downgrade to 70,000 btu (from 90,000 btu) - we were not delighted with that but went with it - the installation took the day and then did not work that evening (the furnace would not stop running). We also had significant damage to our hedges from the vehicle parking in our driveway... we have to pay a gardener to repiar. The next day the team came to ensure the installation was correctly finished.. that was done well. The installer mentioned that our bill would obviously be adjusted for all the issues above,. I then called and spoke, at length with Nick (sales manager) and Belle (head office) to confirm i would not be charged any further... i was told i would hear back that day (December 24th). I did not hear back, still haven't (28th) but to my amazement... the charges all came out! :) of course they did. Milani has proven to be an incredible untrustworthy merchant - i would never use them again, I will dispute all charges and have asked my lawyer to send legal papers accordingly. Kind regards

Milani Plumbing & Heating sent an estimator to my home and then quoted me $12,399 to install a new furnace and air conditioning unit. I accepted the quote and when they had started the furnace installation, they said they needed to charge me an additional $2,000 for additional duct work that their estimator had not allowed for. After some argument, I agreed. Immediately after the furnace had been installed, I complained that the furnace flue had not been installed in a satisfactory manner and furthermore, the piping for the flue made it impossible to change furnace filters without first bending the filter in half. I was told that a second crew would be coming out to install the exterior condenser for the air conditioner and they would take a look at the flue installation. That happened a few weeks later and the crew agreed that it was not done as it should have been. I was then told by their sales person (Nick R) that they would send someone back to rectify this problem. After a further delay, I noticed that they had charged the balance of the contract amount to my *** without any approval from me. When I contacted them again, Nick told me that he would send someone out in a couple of weeks but his manager had told him that they would need to charge me $500 because the installation was "to Code". I asked him to have his manager phone me and he said he would. After waiting a week with no word, I called and left a message again asking him to have the manager call me. I'm still waiting and I doubt that I'll receive a call back. While the installation may satisfy the gas Code, it violates the District of North Vancouver noise bylaw since the flue outlet is right on our neighbour's property line and very noisy. Furthermore, regardless of any Code compliance, a furnace installation with no proper access for filter replacement is definitely not an acceptable installation.

To address the leakage under my driveway I contracted with Milani for a trenchless replacement. On January 31st, the plumber and his helper arrived and cut 2 holes before realizing they could not feed the cable through the underground pipe to conduct the trenchless operation. Thus, they had to dig 2 additional holes for a rerouting operation. The contract stipulated that the holes would be back-filled with road base for a smoother and flatter effect. Instead, the plumbers filled the holes with piles of gravel which are substantially rougher. Milani refused to back-fill the holes with road base as set out in the contract. It is clear that the plumber was intentionally misleading and advising me in bad faith about the operation as he wanted to hurry and complete the job after he discovered the trenchless operation would not work. The plumber kept pushing for the rerouting operation and did not inform me of the risk of water damage. Now there are pipes inside of my garage, near the walls and ceiling, instead of underground. If there is a leak inside the garage, I cannot shut off the water from entering my garage from the city main and there is a very real risk of water damage from water coming down from the garage ceiling. Milani should have installed a shut-off valve where the pipe enters the garage near the ground as a part of this operation. Now, they want to charge extra for such an installation. Additionally, I was told by other plumbers that the trenchless replacement operation was more expensive because of the equipment and technology involved. For example, I got a quote for $1750, from another plumber for the traditional dig and replace operation. Although Milani could not carry out the high-tech trenchless operation they are still charging me for the full price for a low-tech operation. The total cost should not be $3,500 and I am asking for an appropriate price adjustment

I contacted Milani Plumbing because I suspected my home's furnace heat exchanger was not working properly. They acknowledged my concern and sent a repair tech to my house on Oct 28, 2021. The tech confirmed the heat exchanger needed replacing and quoted a price for a new furnace. They charged $207.90 for the visit. I called Milani for a heat exchanger replacement quote. They provided the price and asked if I wanted to proceed with the repair. I decided to check my warranty first. My furnace paperwork confirmed a limited lifetime warranty on the heat exchanger. I informed Milani, but they initially denied the warranty coverage. After contacting the manufacturer and several follow-ups with Milani, they finally admitted the part was under warranty. However, they then claimed they do not repair heat exchangers, despite previously offering the service and being an authorized dealer.

Hello, I called Milani to repair bathroom faucet. I asked on the phone how much and they told me $225 for the first hour (they did not disclose this, I had to ask). I gave my credit card information to hold the appointment. The plumber said there was a small part inside the faucet handle that was broken. He did not have the particular part in his van, even though the faucet is a basic universal type. The plumber did not disclose the price for the extra time to drive or for finishing the job. He could have called the "store" or the office to check the price of parts and let me know. If I had been given a proper estimate for additional time and the price of parts, I would have stopped service at this first hour. Even after the repair, Milani will not say where they got the faucet from or give me a proper receipt for the faucet or any warranty or extra parts or the manual that comes with a new faucet, so I don't know if the faucet is used or recycled or where it came from. The actual work to replace the faucet was about 30 minutes. I then asked the plumber to do two more small jobs: to silicone a toilet cap tightly to the wall (5 minutes) and tighten the kitchen faucet that was wiggly (5 minutes). For this entire service, I was charged 3 hours. The plumber had to walk to his van back and forth to get the silicon, the wrench and do the paperwork at the end. The faucet brand is ***, and at ***, 15 minutes away, they sell for under $100. Milani charged me over $300. They charged me 3 hours of plumbing labour $500. Photos attached, so you can see it was easier "dry" work that can completed within one hour. I phoned the office and asked for a receipt for the faucet, but they only sent me a paper that purposely blacks out the cost (photo attached). Then they said they would deduct 30 minutes of labour for the driving time. But I don't want to pay for the faucet, I have no extra parts or box. Thank you for reveiwing.

In January, we had 2 water leaks in the lower suite of the above address which were repaired by Milani Plumbing. Their representative felt that the pipes in both suites should be replaced. He suggested that the best approach would be to place the pipes on the outside of the walls, which could then be covered by moulding. He failed to mention that there could be as much as over 150 feet of piping, some on the walls, around the door of the back entrance, on the ceiling, etc. Of this only approximately 35 feet could be covered, which required boxing the pipes in the ceiling, the rest had to be painted as it was too difficult to cover with moulding. At the completion of the lower suite I was so horrified I asked the manager to meet me to inspect the work that had been done. He refused, saying we had agreed to place the pipes on the outside of the walls, ignoring the fact that it was impossible to cover many of the pipes with moulding. this is a residential home and not an industrial warehouse. The contractor and workers dealing with repair work from the burst pipes said they had never seen anything like it in a residential home. While work on the plumbing was being done it was suggested to me that the pipes on the upstairs suite may not require replacing. I spoke to Haman (and Mr. C was with me at the time) the lead plumber, and on his recommendation I agreed to not replace the pipes on the upper suite. If there had been any hesitation I would never have agreed since the ramifications of leaking pipes from the upper suite would have been horrendous. The tenants of the lower suite had been staying in a hotel while repairs were being done. Milani Plumbing completed their work on January 29th. On January 30th a leak appeared in the ceiling and another on February 4th. Both leaks were repaired by Milani Plumbing at a cost of $495. The upstairs tenants left just after that for a 10 day holiday and the water had to be turned off as another leak appeared around their dishwasher. I had already paid $900 to dry out the ceiling from those two leaks. On February 11th when the tenants from the lower suite were ready to return it was obvious the water could not be turned back on as more leaks were appearing. ***. It was obvious we desperately needed the upper suite to be replumbed. I phoned Milani and was informed a new estimate was required. Mr. Derek L submitted an estimate for the job. $7350.00 + tax. I emailed Kumar asking why their estimate was $3350 more than the original estimate. I was informed that it was a different job. I spoke to Mr L and he mentioned that he would have approached the project differently. I tried to get other estimates - one North Shore plumber of 20 years experience said he had never seen anything like it and refused to re-plumb the upper suite. His words were, "Let Milani finish what they started." I had no alternative but to accept Milani's estimate. The tenants in the upper suite were returning from their holiday. *** On receiving my bill I phoned the accountant and asked why I had not received a refund for $804.09 as promised by Mr. K as a means of goodwill towards the $7350 estimate. When she approached him she was told he could not recall anything like that. Fortunately I had his email of February 6th. When the accountant returned to him with this information he suddenly recalled it and she was able to process it I started out with an estimate of $13,644.75. I ended up paying $18,466.73 which was an extra $5,872.89. $18,466.73 +$900 to dry the ceiling because of the upstairs leak, $460 hotel bill, $500 boxing the ceiling pipes and painting them = $20,321.71 - 804.09 refund = $19517.6 or $5872.89 over the original estimate.