Business ProfileforReliability Home, LLC

Reliability Home Services (RHS) Customer at two properties for seven years under their 'Comfort Club' Plan. I also referred them to my daughter and son-in-law, as well as others. During the first five years, the plan visits impressed me as thorough and conversational. In the past year, RHS Comfort Club visits are more cursory and less conversational. The service on 3/8/24 was the worst yet: dismal attention to detail, 'skill set' and customer service. I had to stand over the tech to tell him what was included in the service, while he kept suggesting I perform these myself. He noted my humidifier water solenoid valve was plugged and what replacement/repair entailed, but held off telling me what it would cost (I looked up the part and it retails for $28.00). Upon departure, he showed me a range of system tune-up packages from’ $295, to ‘$1001.00, none specifically referencing the solenoid valve, but tying the repair to purchase of unrelated services I don’t need. On 3/9/24, I found the tech had not turned the system back on after servicing it. I can no longer trust that other service aspects, i.e. heat pump refrigerant, etc. were done correctly, as the results were not shown to me. I called Rob M******, General Manager on 4/8 to discuss concerns. M****** talked over and condescended to me about having to pay their service staff a living wage, benefits, viscerally impugning my intelligence and so on; over a matter that could be handled on a time and materials basis.. He averred if I didn’t like what they offered, and I felt I had the ‘skill set,’ I should go ahead and repair it myself! I flipped, but called back to apologize; M****** simply replied ‘okay,’ and we hung up. This incident smacks of “Tied Selling,” which is illegal, as addressed by both the Federal Trade Commission (FTC) and the U.S. Department of Justice (DOJ). M****** clearly could care less about customer service and ethics, let alone losing a loyal customer and favorable references.

I am saddened to hear you felt you had a bad experience with our technician. We do use a menu based pricing system as opposed to the old way of time and material that contractors used to use. As you have been our customer for several years you are aware how it works. The technician shows you options and you choose what you would like. If you just wanted to part replaced and nothing additional done, it would be the lowest option. Very similar to a Hair Salon. You can go in and only get your hair cut and leave...or you can have it washed and colored and permed...for additional cost. As a locally owned small business it has been very difficult to keep up with the rising costs of literally everything in the past few years...as I am sure you are aware. We are sorry to see you go and wish you luck in the future.

I find your ‘sadness’ disingenuous, evident from your condescension when I first attempted to address the issue with you. I have never had a significant issue with any previous RHS service and when there was a problem, the techs worked tirelessly to resolve it. On THIS occasion, the technician came to the site unprepared to execute all components of a VIP Member Gold Plan service. He clearly resisted inspection and service of my condensate drain and pump. He did not arrive with appropriate furnace filters, he held me up for almost an hour going out to purchase on the local economy, and dickered with me regarding what filters I could ‘go ahead and get.’. At the conclusion of the service, he did not review with me his findings, especially insofar as heat pump refrigerant and pressure levels. I have no record or invoice for what was performed. He left me with no report or checklist. He failed to turn my system back on after deactivating it. Regarding “menu system’ as opposed to the ‘old way,” I accept that system so long as the menu item description INCLUDES a component or service I seek. I had a full system tune-up on 2023, which I requested and agreed to. I don’t need another. What I needed was a service option for a $28.00 water control solenoid on a whole home humidifier RHS vended me. This is not a ‘haircut,’ and is not analogous to the hair salon model you evidently follow. It is irrelevant to meanderings about the ‘rising costs,’ and I take exception to any insinuation that I was requesting a cheap favor. This item or its maintenance is not described at any level of your menu system. Therefore, as I explained, it becomes a time and materials matter, not “the lowest option” on your menu system. Now, if you would have provided a quote of nearly $300 to repair the item, at least it would have given your customer the option to accept it or turn it down, not to mention it’s a quick repair for a 6+-year loyal customer. Otherwise, to attempt to coerce me into a system tune-up option I don’t need in lieu of the repair equates to at a minimum, gouging, or at worst, ‘tied selling’, commonly seen with unscrupulous auto sales, which in Maryland is not only unethical, but illegal. In September 2023, I paid for an annual VIP or Comfort Club plan at $275.00 (two service visits). As we can no longer do business, and with only one service visit used, the last act of any remaining integrity would seem to be a refund of 50% of the Plan cost as we conclude matters and move on.