Miller Plumbing Co Inc

I have never had to write a review like this, but the experience my husband and I have had with Miller Plumbing has been extremely disappointing and remains unresolved.

We paid over $2,000 to have a Nuvo water softener installed in our newly built hone. After installation, no testing was performed by Miller Plumbing to confirm that the system was functioning. After a couple of weeks following installation we noticed no improvement in mineral buildup on faucets and shower doors, and our dishes began coming out of the dishwasher looking cloudy.

Because of this, we had our water independently tested and discovered that the softener was not working—the water still measured 10 grains of hardness. When we contacted Miller Plumbing, we were told the issue might require a new filter, which would mean additional cost and labor less than a month after installing a brand new $2,000+ system. This was unacceptable considering the system had never been verified to be working properly in the first place.

We requested that the Nuvo water softener be removed and asked about a refund of any type as the system had been installed for fewer than 30 days and was clearly not functioning as intended. It has now been four weeks, and we still have not received any response or resolution. The softener remains installed in our basement.

We have called weekly for updates and are consistently told by the receptionist that she knows why we’re calling and will check with the owner. Despite four weeks of follow-ups, the owner has never returned our calls or provided any response. The complete lack of communication and accountability at this point is unacceptable.

We are now left with a non-functioning $2,000+ system, no resolution, and no communication from the company. We expected professionalism and basic customer service. Unfortunately, we received neither. We hope Miller Plumbing will address this situation and provide a fair resolution.

Bottom Line: We used this company at the recommendation on our builder, but I wish I had followed my gut instinct and used a company we have dealt with before.

The Whole Story: This company has been used by our builder in the past so we trusted his opinion. The let-downs have been too numerous to count, but I’ll highlight some things here…

1. My wife and I had a fairly clear idea about what we wanted in our house. Miller’s didn’t have the fixtures we wanted, so my builder ordered them from another vendor and they were installed. However, once we moved in, we realized the rain head in the master shower wouldn’t turn on at all. This is apparently due to the incorrect cartridge installed in the handle. Miller’s came out to fix it, but didn’t have the right part. They were going to order it and come back to install. Fast forward several weeks and I call to figure out what is going on. The person said they would call back, but didn’t. I call two days later and both front office staff literally talk over me and say that I should’ve known that the builder was responsible for the problem. When I try to explain that someone from their company was at the house and that I was told they would fix it, they lost their minds and started yelling at me over the phone, forcing me to hang up on them.I still don’t have a resolution on the original problem.

2. They have different people that install the gas lines. The gas line installation guy is the grumpiest dude. We waited for months for him to finish installing a line to our outbuilding, which affected our ability to finish laying sod on our property, which has been a mudhole with all the rain. When he finally did come one day, it was too muddy. Another day, he had to go do something else. Then it was confusing where the line for the fire pit was supposed to go. Then he installed a line for a gas grill on the deck in a less-than ideal place.

3. There are no less than 19 compression bands from my house’s water line to the rest of the house. There was no thinking about where the water softener, the smart water shutoff, or the pipes should really go. They just kept cutting the PEX and adding stuff. Incidentally, the water shutoff is on the wrong side of the pressure regulator, so I constantly have to ignore high pressure warnings.

After the massive amount of money I’ve spent on plumbing building my new house, I deserve high quality and thoughtful contractors. I definitely deserve the ability to call and get a resolution to my problems after the installation – no matter if they think someone else is at fault. What I DEFINITELY don’t deserve is someone in customer service yelling at me to the point I have to cut off the conversation.

Do yourself a favor and take your plumbing business somewhere else that values your business.

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