We had a terrible experience with Millian Aire. Prior to purchasing a vacation home, we had Millian Aire evaluate our lanai for a system to cool/dehumidify the space. Millian Aire initially recommended and quoted an 18,000 BTU Mitsubishi A/C for the lanai. Once our purchase was complete, we reached out to Millian Aire to get the ball rolling. Our salesman was no longer with the company and a new salesperson came out. He recommended a 12,000 BTU heat pump which we ultimately installed.

The system kept the area at 78 degrees up until this summer. Beginning in June 2024, we could not get the lanai temperature lower than 80 degrees. We contacted Millian Aire. First, they said it was low on freon and gave it a charge. We still had the problem. Then they said the coil had a leak and they installed a new one. We still had the problem. On the last visit, they tried to reach Mitsubishi support for assistance. They gave up after hours of waiting on hold. The technician said he didn't know what the problem was and the only thing he could think to do was replace the main board. Millian Aire was having a problem securing the part (told me Mitsubishi would need to take it off the assembly line). I continued to follow up, trying to get an idea of when we could expect the part. During our last conversation, the service manager was extremely rude and hung up on me! Totally unacceptable. I escalated with customer service, started looking for a new service company and filed a BBB complaint.

I then heard from Michael Stein, the Director of Residential Operations at Millian Aire. I will say that through the first few emails with Mr. Stein, it appeared that they were trying to work with us to resolve the issue amicably. I was wrong. When it was time for them to perform, they refused to accept the extended labor warranty they sold us and every communication attempt since has been met with silence.

Concurrently, I worked with a new service provider who contacted Mitsubishi for assistance with the issue. Mitsubishi went through the sizing of the system with the new service provider and determined that there is no issue with the board and the unit is undersized for the room. Millian Aire's position is that system cooled the room for two years so it was sized correctly. I don't agree; they have not been able to tell me why they went from an 18,000 BTU unit to the 12,000 BTU unit that was installed and I have asked for the original size calculation several times which they have failed to provide.

My recommendation to anyone considering Millian Aire…find another company. They don't stand behind their work and if the problem is of their own making, will not take ownership. They are like a fair-weather friend who disappears when you really need them the most.