Mill Creek Heating

I had a 35 year old furnace that was ready to bite the bullet. I called several other companies but Mill Creek came recommended to me from a good friend. The salesman was Very knowledgeable, courteous, and did a excellent job at explaining the whole process. He did try to sell us a laundry gizmo which had nothing to do with our heating system but I do not hold that against him.
He was quick to give us a 3 option estimate via email. The prices were not out of line with other companies. But here is where my review goes bad.
every question I asked via email I did not get a response until I reminded them about my question the next day. They are just busy, and that is ok, but it was 3 – 4 times. I asked for a breakdown of the estimate and I got a hand written note with prices that seem to have been made up. They were not in line with all the other estimates I had gotten.
Because I am not a wealthy person, and I really prefer to do everything myself, I did a little research into the wholesale pricing of furnaces. I do not have any problem with a company trying to make a little profit on a part. But, the higher end furnace that they recommended for our house wholesale is right around $ 1350.00. The price they gave me for the same exact furnace was $ 2314.94.
I then asked if I supplied a brand new in the box furnace would they install it for the labor and materials price that was quoted. The response I got was that I should look into the warranty because furnaces ordered online are not covered.
Well, because I am not a moron I had already looked into that and I sent him the text from the goodman warranty that said
” What Units Does This Warranty Not Cover?
This warranty does not apply to:
· Units that are ordered over the Internet, by telephone, or by
other electronic means unless the unit is installed by a dealer
adhering to all applicable federal, state, and local codes,
policies, and licensing requirements.“
Again no answer for a full day. I again reminded him and his answer was that he talked to the owner and he said if they did business that way they would be out of business very quickly.
So, If you buy a furnace from the manufacturer, Mill creek heating will not install it. They have to make 100% profit off of the furnace to make it worth their while. Keep in mind their install price was $ 1700.00, for just the parts and labor. Which I would have been happy to pay. I would have even been happy to give them a couple hundred profit on the furnace, but not a grand.
Every other estimate I have gotten has shown about $ 200-​$ 300 profit on the furnace. I was really hoping to get a goodman furnace but after my experience with mill creek, I will gladly pay a honest company more money.

We’ve used Mill Creek for a few years now. My husband first used them for his business and really liked them. We also purchased a new AC unit from them, and that went really well, too. Good customer service, etc.
I would have given them five stars before our last experience with them. I note that recently they are very busy, business wise, and are growing fast. Buying other companies, expanding their location, etc. This can sometimes be bad news.
We recently needed a quick job of having them prep the natural gas stub we had in our kitchen for the delivery of a new range (we were switching from electric to gas). The guys came out and it was great service as usual, a very quick visit to install a valve and flex hose.
They sent two techs — one was clearly a new guy being test driven by the experienced tech. This was NOT a two person job.
When the bill came, however, I was shocked. First, they charged me for two techs… this was NOT a two person job. They essentially charged me for their training or new employee evaluation.
But more of note was the triple digit plus cost for a 4ft glass flex hose. I did some research and found that they are usually much less (you can buy one for about $ 15 – 25; I know a place like that is going to charge you more).
So I emailed them and said, «The 4 ft gas flex hose is listed at $ 119. That seems a little outlandish. I called a few other places and demurely asked for a quote, and their cost for a similar hose is around $ 50.»
Without contact or explanation, I received a new invoice via postal mail with the price adjustment a few days later.
So… it’s good that they were responsive and quick. But it’s bad that they apparently are now charging customers overinflated prices, hoping to get away with it if no one calls them on it.
This is really disappointing.