Milestone Electric, A/C, & Plumbing

I have had a couple unfortunate incidents with Milestone and after the first incident, I should have canceled my Advantage membership. I did not, however, bc i spoke with a manager who ended up giving me a decent price and asking for another opportunity to earn their business. From a customer service standpoint, he was spot on. And I appreciated that. Fast forward to the 2nd and final encounter. During the cold we noticed our outside unit not defrosting as normal. Made the call, got a same day appointment, and within a couple hours, there was a tech at our door. This is the beginning of the issues. The tech was nice, but it was immediately apparent he was not experienced. I know this bc almost immediately, he was on the phone describing what he was looking at and whoever was on the phone was trying to walk him through the process. The tech took off the covers of the inside unit, somehow determined that the zone control board was bad, and direct wired several wires together to "make a work around" so we could have some heat during the cold. He stated that the downstairs thermostat would work and it would be OK in the interim since heat rises (we have a 2 story home). He proceeds to show us a video as they normally do, and presented us with the option of replacing the zone control board. That total came out to be over $2k!! We declined accepting this obviously and upon telling him no, his attitude and body language changed. He couldnt have been more interested. We told him that since the unit was about 10 years old, we were going to look at replacing the unit and do so by summer. I then learn that for him to do what he did, it would cost me nearly $400! I understand it was a Sunday, and it was cold out, but geesh.....it would have been nice if Milestone had advised of the increased service call amount, etc as opposed to work being started, then we get hit with a price. I go upstair, open the closet where the inside unit is and I immediately see things wrong. Screws not put back in place, covers not fully placed, wire hanging that was not previously hanging, and tape removed but not replaced. Completely unacceptable, and all bc I did not want to pay $2k for a zone control board that costs far less than that and takes about 20 minutes to install. It was pretty sad, honestly, but I will not give my hard earned money to a company who couldnt care less!

Every time they come out, always explain everything they do. Great communication with texts and emails to both my wife and I. Jake was phenomenal. Even though I was not able to meet Marcus when came for HVAC assessment, he called me later and explained in detail. Prices might be a little steep but if the company has this level of communication, explanation for what they are doing, warranty for the work they do, then it’s money well spent to care for the shelter that has been divinely provided. Appreciate you Milestone.