Hiller Plumbing, Heating, Cooling & Electrical

Kimberly K.

I am a former employee of HIller Plumbing Heating Cooling & Electrical for almost 3 years in the Memphis, TN location. I recently transferred back to my previous job a local property management company. We often have larger jobs that require us to outsource to a 3rd party company in order to get it done in a timely manner. I recently had called to get a water service installed and had no problems. I called at the beginning of the week to get another estimate on 2 more properties that we needed to have sewers installed at. The employee called me back that I had called and said that Mac the stand in GM had advised I no longer work there and am not special that I could call Nashville and have the calls booked. I do not understand why all of a sudden I am no longer allowed to call the branch directly like I had in the past. So instead of calling and waiting on hold for 30 mins I went ahead and got Choates and 901 Plumbing to get me estimates to get these jobs done. I will no longer use this company since I am not special. This incident cost your company 14k this week alone.

J R.

My review of Happy Hiller as a new customer. It is that time of the year when we were needing to get our HVAC unit serviced. Kind of new to the area and not having an HVAC serviced here before we reached out to Happy Hiller. I had read mixed reviews so we thought we would give them a try. They were very booked up so we scheduled 2-3 weeks ahead for an appointment between 8-10 AM. We received a call just after 9 AM the technician was on his way.

Now it is 11:50 AM that morning, almost noon, and 2 hours and 45 minutes after we received the call stating he was on his way. We have not heard from anyone and not seen anyone. We really need to be leaving soon so we call Hiller. I get a rep on the phone who looks into the issue. The rep states that they tried to call us at 9:10 AM and again left a voice mail at 9:15 AM to reschedule. First off, I was just called a few minutes prior to that stating the technician was on his way. I received absolutely no call after that. No call stating they were running late, no call to reschedule. I asked what number they called and left the voice mail. They provided my number. Ok, I received their call after 9 AM. First off, why would you say he is on his way then secondly, ""call"" back later to reschedule. I didn't believe any of it. The call rep seemed to get very irritated towards me and was very short with me. She was less than friendly at that point. I was very nice to her, not upset, very calm tone, just wanting to find out what is going on. I stated if he isn't on his way then I would like to just cancel the appointment. She reached out to him and placed me on hold. When she came back he was going to be here in 10 minutes. That was fine. I said that was fine and thanked her.

He arrived in 10 minutes. He was, I guess you can call it, professionally nice, but not personally. He didn't seem very happy but wasn't rude. He first asked me if I was interested in the Happy Hiller Club. At that point I would think about it, this experience isn't going great at all I am thinking. This is more than 3 hours after I was told he was going to be here. Yes I was waiting 3 hours from the ""I am on my way"" call and 2 hours late with no, ""I'm sorry I am late"". Technician acted like nothing was wrong.

Techician went to work on the HVAC. Came back and was talking about a part that needs to be replaced and kind of quickly went thought what he found. Stated he could replace the part. It would cost $199 for him to do it and $6 for the part. I asked him what was all included in the $199. He seemed to get very agitated when I asked him. He said ""Well it is for me being here, my time,"" Ok is this where the Happy Hiller ""True Tranparency Pricing"" comes in? The least I would have expected, since I never got an ""I am sorry I was late"" or 'I was backed up"" (which he stated he wasn't backed up), would have at least offered a discount for the repair or something for the huge inconvenience. I only say that because I have worked in customer service for more many years and if you make a mistake, you want to make it right for the customer. You want the customer to have the best experience possible. No one tried to make anything right here.

I asked the technician if I can have a copy of what was done. He stated they do not provide copies of the work that was done. He never told me what he did even when I asked. Kind of avoided the question. Just told me what needed replaced. There is no ""Transparency"" here.

Would I just Happy Hiller again? Based on this experience no. Would I recommend? Based on this experience no. No notification of being late, no appologizes for the inconvenience. Phone reps very infriendly when you simply just want to find out what is going on when someone is almost 2 hours late. Unprofessional customer support and a company not willing to make things right for the customer when they know they are in the wrong. There were no phone calls or voice mails to reschedule. They never tried to reach me to notify me that they were going to be 2 hours late.

Renata I.

I had to update this review simply because I haven't yet been this unhappy and upset about a company we have done over $20,000 worth of work with Hiller company my second experience was just insane On this last project some of the employees were rude and careless time was a major issue the person in charge never set foot in the project it was pulling teeth to communicate with him... the work was done slow poor quality and they nickel and dime me and my husband for everything not to mention picking and choosing what is and what isn't under warranty after they agreed on a 10 year warranty for the work. I can't tell you enough how disappointing this experience has been. The last issue I had with them the plumbers have been back to the home 4 times at list some had major attitude and actually courses other issues after being told by the manager to actually fix the problem against their will... This is a nightmare I cringe when I have to call them for anything , mind you we paid them exactly what they asked to do the ""great work"" they promised.

Clint M.

Came out 9pm on a Friday night. Fixed drain on a rental unit they ended up being about 30 percent less the other guys minimum . Tenants where happy and I was happy. Will be using them again. Also the plumber that came out had a good attitude.

Brandon C.

Had an excellent AC rep from Hillar today.
Cody King. He was Incredibly polite. Kept me informed on everything he was doing. Great depth of knowledge and experience. Was able to give me valuable tips on how to prevent some of the issues I was having as well. 100% recommend him to anyone.

Bradley W.

They Hiller Club is useless, you do not need someone to come out and tell you that a light switch is broke or that a reciprocal is broke. If you buy a water heater they tell you that you get a 10 year warranty but if you quit paying the $100 a year for the Hiller Club you lose your 10 year warranty, that is something they don't tell you. So when they charge you $1,500 for a water heater with a 10-year warranty add $100 for the next 10 years you have doubled paid for a water heater. When you go to Lowe's and pay $100 for a faucet they charge you $250 to replace the stems in it, if you want a new faucet they will charge you about $500 to install it. I would just say shop around and stay away from big companies that care only about money and not you. Big companies like Hiller and Conway all must hit numbers at any cost, they do not care about people it's all about the Numbers.

J M.

A few years ago there was a benefit to being in the Happy Hiller club... not so much any more.

Today during a Plumbing ""tune up"" the plumber failed to provide services such as a basic hot water heater flush, but offered to install a new sink fixture for $234 (which is average cost if you call a plumber to install) further evidencing no benefit of the EXTRA $$$ I'm already paying to be a Happy Hiller member.

HVAC was basic info but he didn't clean the coils as was performed in the past.

Hiller,
Please explain why this is called a tune up?
Nothing is touched.
I can get free estimates all day from strangers trying to sell me upgrades!
I called the customer service center to cancel the monthly fees. My call was escalated to a manager who was very nice, but she didn't listen to me - did not address my concerns.
She did remind me that last February during the ""tune up"" the HVAC techs didn't assemble the furnace correctly after inspection and I called back to get the guys back out to fix the ""crossed wires.""
I didn't complain then because I felt like they did add value, cleaned coils, etc. I'm complaining today because you guys have changed and there is no added value.

Daniel N.

I joined the Happy Hiller club earlier this year. The techs are professional, courteous and make their best efforts to keep everything clean. I got my AC unit checked and agreed to minor repairs, which are keeping it up and running. Although I had an issue with my furnace check-up, management went above and beyond to make things right and for that I'm grateful. Workers did a quality and efficient job.

A H.

After joing the ""Happy Hiller Club"" earlier this year, I scheduled my first a/c tune up. The tech came out, found a problem, and charged us for an ""a/c first aid kit"" ($375). That was in March. Now, in August, my a/c unit is leaking water all over my hall. No problem, I am a member, right? Wrong!! $89 fee to come out (there goes the no emergency fee for weekends) and then $162 to clean the drain (which the tec said was not even backed up) and another $246 to clean the coils (why was that not done at the tune up?!) So all together, that was $497. Doesn't the website say that routine maintance helps to avoid these costs? Why were the coils and pan not cleaned during their tune up? That makes a total of $883 that I have paid these frauds! Don't be sucked in!!

Kelley B.

Very responsive and great work! Highly recommend Hiller they have installed the following (2) Hot Water Heaters, and installed a back flow for our Sprinkler System.