Complaints

This profile includes complaints for Reliable Heating & Air, Plumbing & Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reliable Heating & Air, Plumbing & Electrical

  1305 Chastain Rd NW STE 500 Kennesaw, GA 30144-7029

  
• 

  Reliable Heating & Air, Plumbing & Electrical

  1940 Highway 85 S Fayetteville, GA 30215

  
• 

  Reliable Heating & Air, Plumbing & Electrical

  410 Grayson Pkwy Grayson, GA 30017-1220

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 , Reliable came to clean my vents but did not perform the service, citing the age of the unit and risk of damage. Despite no work being done, I was charged a $99 trip fee, which I paid the same day. I have both the invoice marked as paid and a copy of my credit card statement.Four years later, in 2025 , I was shocked to find they sent the charge to collections, even though it was already paid. Ive tried multiple times to resolve this with Reliable and provided proof of payment, but the issue was never corrected and may cause negative impact on my credit.I am requesting that Reliable take full responsibility, remove the account from collections, and correct any possible damage to my credit report.

  

  Business Response

  Date: 06/11/2025

  Good afternoon.Mrs Salehi 

  Please see attached confirmation from FDR that this was recalled and closed.

  Very Respectfully
  
  ***** ******
  Customer Care Resolution Specialist
  ********************** & Air
  Schedule an Appointment
  Customer Care **************

   

  
  

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The air and heating does not work the temperature is going over 90 degrees in the house

  

  Business Response

  Date: 06/09/2025

  Good afternoon Mr. ***************** have tried to reach out to you to address your concern and get a technician to the home to address any issues.  The last service call was 13Aug24 and, the last call we received from you was on 30Aug24. Please provide use dates and time that you are available.

  Very Respectfully
  
  ***** ******
  Customer Care Resolution Specialist
  ********************** & Air 
  Schedule an Appointment 
  Customer Care ************** 
  Comfort as a service customers ************** 
  Call or Text 24/7 **************  
  Email ***********************************************************************

  Customer Answer

  Date: 06/12/2025

  Nothing has been done yet to correct the problem. 

  

  Business Response

  Date: 06/13/2025

  We wanted to let you know that our service technician has already visited your home, and as a next step, our Home Performance team is scheduled to be at your property tomorrow to thoroughly evaluate your ductwork. Our goal is to identify and resolve any issues. ***

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business installed an air conditioner. When it failed, they came out to repair - we waited for pats which when installed, did not fix the problem. Since then we have been waiting for parts - every week I call and am told the parts are coming "next week". The has been going on. for approximately 2 months. Service Manager promised to call me back - he never did. The unit is under warranty and I cannot get it repaired. They are dishonest in their comments both about parts availability, and when they say they will contact me.

  

  Business Response

  Date: 05/14/2025

  Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration this experience has caused you.We regret falling short of our customers' expectations, but we are taking immediate steps to address this issue internally to remedy the situation as quickly as possible. Specifically, one of our Service managers we will be reaching out to you directly to discuss your concerns.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23324146
  
  I am rejecting this response because:

  They did call  but their effort at resolving this falls way too short    They would not accommodate the timeframe I can give for the repair - they want me to fit their timeframe.    This despite being a company that says they offer emergency support - meaning they do accommodate people without far reaching appointments when needed.  
  

  This is simply not a company that cares about customers.    I will likely just have ******** replace this unit even though this unit is under warranty.  At least they are an honorable   I will then file a complaint with the manufacturer  

  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 05/15/2025

  Following your conversation with our Service manager our technician has completed the installation of the necessary part, and Im pleased to inform you that your system is now up and running.

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, it must be noted that this business ONLY took this action after this complaint was filed.   It should not have taken that.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got sick and was hospitalized, then my brain injury son was hospitalized. I didnt know i was delinquent and Reliable heating stated they were trying to reach me regarding payments due. I didnt check messages. I just so happen to return back to work and seen i had messages that reliable heating and air had just hung up and left message. I called right back and by that time they charged 3 payments of $109 on a Delta card that they were NOT given authorization to charge. The card was given for a one-time payment when we initially started, thereafter they were never to charge to that account or card, My other account was taken for autopay and ongoing payments. I called and spoke with Deja, who had credit manager call me advise due to inconvenience i would get a credit for the month of April and didnt have to pay due to inconvenience and I was expecting to hear back from him which i never did and ever since i called and leave messages i speak to everyone but him. ****** the representative called in April and said someone will call me back still to this day no response nor credit toward my account i got 3 overdrafts along with 3 payments on my Delta card that I NEVER authorized. I called today and just pass Sunday and left a message still no repsonse. I want to also add how the credit manager advise me he will hang up on me if i dont stop talking loud in his ear and he was speaking to me as though he had less concern about my conversation or issue and he is the one that never called back. I been with this company for 3 almost 4 years i am not satisfied

  

  Business Response

  Date: 05/09/2025

  Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration this experience has caused you.We regret falling short of our customers' expectations, but we are taking immediate steps to address this issue internally to remedy the situation as quickly as possible. Specifically, one of our Credit managers we will be reaching out to you directly to discuss your concerns.

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reliable has not canceled my monthly automated ********, after two weeks of calling and emailing them as they asked. They have been charging $60 a month for the past few months without my consent.

  

  Business Response

  Date: 04/10/2025

  Thank you for taking the time to speak with me today.  Per our discussion the agreement has been canceled and there is no further monies owed for the services preformed at your home in November of 2024. 

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enter into a lease agreement with company for heating and cooling unit, the agreement states that a portion of the payments would go towards depreciation that implies the remaining payment should go towards balance of the lease agreement. Also the contract states the warranty is included if the payment plan. However the company takes the payment only applies depreciation cost towards principal and remaining payment it keeps for warranty. When it clearly states warranty is included at no cost.

  

  Business Response

  Date: 03/26/2025

  Thank you for reaching out with your concern. We understand that reviewing the terms of the agreement is important, and we want to ensure everything is clear for you. When you signed the agreement with Reliable Heating and Air, it was indicated that you had read and understood the terms and conditions, which were included in the document. The payment breakdown was disclosed on the front page of the agreement, and as part of this program, you are entitled to no-cost maintenance and a lifetime parts and labor warranty as long as the agreement is in ********* response to your inquiry, The full terms and conditions of the agreement for your was emailed to you. Please take your time to review them carefully.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23113574
  
  I am rejecting this response because: Reliable states the warranty is included in their response yet in the payoff statement sent (see attached) the specialist says a portion of my payments went towards maintenance. So how is it this company is allowed to double talk but not properly credit my account? Nothing in my contract with Reliable previously attached states I agreed to pay towards a maintenance program.  They agreed here the maintenance is included in lease terms .

  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 03/26/2025

  The breakdown that Reliable sent you shows Initial value (Cost of the unit) that is line 1. of your agreement. Where it says Monthly depreciation amount $47.22 is subtracted off each month with every monthly payment from line 1. Initial value. The initial value is not maintenance at all it is the cost of the **** unit. The remaining of the payment $77.77 goes to parts, labor and maintenance. Under the program you do not have to worry about price increase that happens over the years in our economy. For example the maintenance that you do not pay out of pocket cost $199.99 complete system in 2025 in next couple of years the price will go up over time. You are not affected by it when you are on your current agreement. Your monthly payment will not change at all it will always stay $124.99.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23113574
  
  I am rejecting this response because: 1) $8500 is agreed upon in the contract as the total cost of unit 2) $47.22 is agreed upon in the contract as cost of depreciation 3) Reliable stated Warranty and Maintenance is included so long as I comply with the terms of contract at "NO COST". Lastly Relialble is implying that $77.77 should go towards maintenance because of an possible increase in the future, which was never agreed upon in contract.  ************ just can't arbitrarily take consumers payments and dispersed them to **** off future cost. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a HVAC routine maintenance service on 03-11-2025.The unit was fully operational prior their arrival.Reliable assigned an apprentice to conduct the maintenance service with a supervisor over-watch. They started with the heat pump upstairs and when they came down, I asked the supervisor was everything okay. He stated the unit was in very good condition and he checked the inside thermostat which was good and they both went outside. After a period of time the supervisor came into the house to informed me the compressor was out. The circuit breaker was tripped and I had a 40-amp breaker and I needed a 50-amp breaker. He gave me a quote of $2,800.00 to replace the compressor. The supervisor suggested the purchase of a new unit, I declined the new unit. I informed him that reliable techs have been tending to this unit at least twice a year for 10 years during the warranty period. And, a Reliable master tech (****) always had to come out to clean up what the previous techs messed up. The master tech ****, recently replaced the compressor about two years ago. Once the ***** finished whatever they were doing outside, and contacted their main office and stated they would order the part for replacement and left. I never received an invoice for the maintenance service they conducted.I contacted Reliable main office on 03-12-2025. I requested to speak to a supervisor and I spoke to ****. I informed him of the situation and that I never received an invoice for the maintenance that was conducted that day. He stated I should have received one. I informed him that I should not be responsible for a $2800.00 compressor repair bill. He stated he would get with the manager and get back to me. I never heard from him to date. I received a call from the office that the part was in on (03-19-2025)

  

  Business Response

  Date: 03/20/2025

  I have emailed the invoice to the only email on file ******************** **************** did call you at 2 different phone numbers, one ending in 0062 and 0355. We also texted you with the number ending in 0355 to reach back out to get on the schedule.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23090310
  
  I am rejecting this response because: I reject the reply Reliable sent. They sent under qualified techs out and during that process my unit went down. Reliable reply is deceitful and dishonest. Their parts department left a voice message yesterday that the part was in. They sent me the invoice today only because of the BBB complaint. The invoice states I have inspected all of the work done by ***** *****. I find that all work has been completed in a satisfactory and I either have no such concerns or have found no discrepancies or they have been addressed to my satisfaction. My signature here signifies my full and final acceptance of all work performed by the contractor pursuant to the contract as agreed. That is not true, I never seen that document until today. And, my signature is not on that document. I spoke to **** on 03-12-2025, whom I was told was the supervisor. I informed him of the situation and that I was not satisfied with the maintenance performed and I should not be responsible for the quoted fee. He told me he would get with the manager and get back to me. I never heard from any supervising authority or management personnel to this day. This is typical of the of the type of support Ive experienced since I purchased the unit in 2013. Reliable should cover the cost to repair my HVAC unit.  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/24/2025

  Good morning Mr. ********************* have spoken to our director of HVAC with your heat pump being out of warranty for two years the replacement compressor was quoted at $2,564.99. This is an industry flat rate price. **** the service manager for your area requested to discount your replacement compressor to $1155.99 and this was approved by our HVAC director as a customer curiosity.  There is no further discount that can be offered. We have the compressor in stock and awaiting your approval to schedule to proceed with the repair.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23090310
  
  I am rejecting this response because:
  I reject the reply that Reliable sent. I submitted this response through BBB on 03-20-2025, but I have not heard anything back. So Im re-sending this through BBB as a follow-up.
  They sent out under-qualified techs out and during that process, my unit went down. The Reliable company's reply is not truthful. Their parts department left a voice message yesterday that the part was in. They sent me the invoice today (03-19-2025)because of the BBB complaint. The invoice states, I have inspected all of the work done by ***** *****. I find that all work has been completed in a satisfactory and I either have no such concerns or have found no discrepancies or they have been addressed to my satisfaction. My signature here signifies my full and final acceptance of all work performed by the contractor pursuant to the contract as agreed. That is not true; I never saw that document until today. Also, my signature is not on that document. I spoke to **** on 03-12-2025,whom I was told was the supervisor. I informed him of the situation and that I was not satisfied with the maintenance performed on my system and that I should not be responsible for the quoted fee. He told me he would get with the manager and get back to me. I have never heard from any supervising authority or management personnel to date. This is typical of the type of support Ive experienced since I purchased the unit in 2013. Reliable should cover the cost of repairing my HVAC unit. 
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 03/26/2025

  This is ****** *********. REF: Complaint ID: ******** 

   

  I just reviewed Reliable's response to my reply on 03-20-2025. Please disregard the transmission I submitted this morning 3/26/2025, at 9:25:29 AM.
  
  I just reviewed Reliable response submitted on 03-24-2025;
  
  "Good morning Mr. **********
  I have spoken to our director of **** with your heat pump being out of warranty for two years the replacement compressor was quoted at $2,564.99. This is an industry flat rate price. **** the service manager for your area requested to discount your replacement compressor to $1155.99 and this was approved by our **** director as a customer curiosity. There is no further discount that can be offered. We have the compressor in stock and awaiting your approval to schedule to proceed with the repair". 
  
  If this is the final cost, I will accept the offer of $1155.99 to replace the compressor in the **** outside unit with a seasoned technician. I'd like to know if this includes the installation fee.
  
  Kindest Regards,

  ****** *********
  ************

  

  Business Response

  Date: 03/27/2025

  Good afternoon Mr. ********************** you for your response.  Our Parts Team will reach out to schedule the compressor install. There is no additional charge to the $11555.99.

  Very Respectfully 

  Customer Care

  ************

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a new furnace and a new ** installed by Reliable Heating & Air on Sept 29, 2010, and Sept 1, 2011, respectively. Since I maintained a maintenance agreement with Reliable, I had a lifetime warranty on the new systems. In June 2024, my ** unit was not cooling. I called Reliable Heating & Air on June 3 to have a technician come fix the problem. Reliable's technician came out about a week or two later and misdiagnosed the problem. He said a part needed to be ordered for the repair. After waiting a week, I called their parts department on July 10, 12, and 15, but they could never give me an approximate date on when the part would arrive for installation. After weeks of 90+ degrees in the house, I called another **** company to look at my **. On July 16, CoolPro's technician fixed the ** problem within an hour of arrival. He unclogged a drain. There was no part needed. The following day, on July 17, I called Reliable Heating & Air to cancel my maintenance agreement since they were unable to fix my ** problem. They agreed to cancel my agreement over the phone. Reliable never followed up on the repair of my **.On January 29, 2025, Reliable Heating & Air charged my credit card without my approval, when I no longer have a maintenance agreement with them. I called them on January 29. The business office was closed, so I called again on January 30. I spoke to someone in the business office to demand that he remove the charge and remove my credit card from their system. He agreed to do so. However, the charge went through. I had to open a dispute with my credit card company and ask them to issue me a new credit card.Since Reliable did not honor their lifetime warranty under the maintenance agreement, and they insisted on charging my credit card even when I had cancelled the agreement last year, I'm asking for BBB's help in having Reliable reimburse me the cost of repairing my ** last July while my maintenance agreement was in effect.

  

  Business Response

  Date: 02/20/2025

  I sincerely apologize for the inconvenience you experienced with your HVAC unit. I completely understand your frustration. As you have a lifetime warranty with Reliable, we want to reassure you that, under the terms of this warranty, we would have been more than happy to send someone out to repair the issue at no cost to you. This includes both parts and laborthere would have been no charge for our service.
  While we were experiencing high demand during the summer months, Reliable is always committed to ensuring that our customers needs are met. However, we cannot reimburse you for any costs associated with seeking service from another company, as the lifetime warranty covers our repairs exclusively.
  Once again, I truly apologize for any inconvenience this may have caused, and we are always ready to assist you should any future issues arise.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22930460
  
  I am rejecting this response because: Please note that you had weeks to repair my HVAC but never gave me any response regarding the part nor did you ever get back to me on the status of the repair. I had called your office multiple times in regard to the repair and when you were unable to fulfill the terms of our agreement, I had called multiple times to have my maintenance agreement cancelled and to sever my relationship with Reliable Heating & Air. Please carefully read my initial complaint with all the dates that I called your office. To continue charging my credit card when I am no longer a customer is fraud. I will accept you not reimbursing me for repairs done by another company. However, the only way this complaint can be closed in a satisfactory way is if you guarantee in writing that you have removed my account from your maintenance agreement, removed my credit cards from your system, removed my account from ********************** & Air, and will no longer charge me for anything whatsoever.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/21/2025

  Your method of payment is remove and I have removed all your information from our system. Reliable will not contact you and will not charge you anything moving forward. 

  Customer Answer

  Date: 02/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to resolve this issue for several months with ****** at Reliable to no avail. We purchased a unit in February 2022. The salesman gave us 1 year of their maintenance service free for the first year as an incentive for us to make the purchase. They did not honor that and have been charging us for this service since March of 2022 until September of 2024 when we discovered their error. We did not give them permission to charge to our credit card so in our minds they have been fraudulently charging our card. We are owed a total amount of $438.46 and we have been trying to get this refund for several months. We asked for proof of service on several occasions which they have not provided. We were told on multiple occasions that the accounting department would call us but that hasn't happened either. We are tired of trying to get this resolved with them. We just want our money back. They need to reimburse us $438.46 and this issue will be resolved. Reliable needs to handle this matter and refund our money ASAP.

  

  Business Response

  Date: 01/15/2025

  Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration this experience has caused you. After looking into your account I do see we did the install 7/22/2019. We did a complimentary maintenance 11/5/2019 and 8/5/2020. If you have proof with your bank statement reflecting the amount. Also, per the notes it is from your old address ******************** were it reflects maintenance was done on that property after the install. We have also have tried to contact you in 2/2/2023 for the maintenance and we left a voicemail.  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22801611
  
  I am rejecting this response because:
  I am not talking about that unit and address. I am talking about the unit installed at ***************************** in February 2022. This is one of the problems we have, you keep mixing up the addresses. We have not lived at ********************** since December 2019. We were given a free year with the unit installed February 2022 at ***************************** which we paid over $9000 for. You need to get the 2 accounts straightened out because this is what your company did. I explained all of this to ******. I do need to amend the amount as I made a mistake when submitting. You need to reimburse $348.51 to us immediately to clear up the errors you have made. 

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/31/2025

  After reviewing your account, I see that you agreed to pre-authorized monthly payments as part of the sign-up terms. The reason weve only refunded you $67.50 is due to the months you were not living in the home and not utilizing the service. That is why we are not able to refund the full 3 years' worth of charges. I hope this helps clarify the situation.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22801611
  
  I am rejecting this response because:
  I don't know how I can make this clear as you still don't understand. The Refund I am seeking is for the charges you fraudulently made for *****************************. This is where we live. I DID NOT AGREE to be charged monthly for your service agreement. You have been charging me ever since we had a $9000+ unit installed here. The salesman gave us the 1st year of maintenance free. But you took it upon yourselves to start charging my credit card without my permission. And you have been doing so since the unit was installed in February of 2022. You *** me the full amount unless your company thinks fraudulently charging someone's credit card for services we did not agree to or ask for is your mode of operation. Again this has nothing to do with our previous home so quit trying to use that as the reason for the charges. I expect a full refund immediately of the $300+ you took from me without permission. Please take care of this refund immediately as you know you owe it back to us but you just keep deflecting the issue.
   Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Reliable Heating & Air over a year ago for yearly maintenance service on my a/c and furnace. Last year, they serviced my system twice. I got on a plan for them to come once in the summer, and once in the winter. The last time they came to my home was December of last year. They did not show up in the summer this year. I've not received any form of communication from them whatsoever. I've been charged by them every month on my credit card, sometimes more than once, even though they've provided no service this year of any kind, nor have they reached out to schedule any such service. I reached out to them today and they basically said it's my problem not theirs, and I should have called them to scheduled service. Obviously I would not knowingly agree to a plan that allows them to charge me every month, yet does not require them to actually perform the services I'm paying them for. I find it insane that they just charge people's cards monthly, yet provide no communication, receipts, or even the service that's being paid for. I would like to be refunded everything I've paid them this year, as I've not received any of the service that I paid for.

  

  Business Response

  Date: 01/15/2025

  Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration this experience has caused you. With Reliable maintenance you get one visit from the year you sign up for the maintenance program.I have attached the terms and conditions  ***********************************************************************************************;

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22713414
  
  I am rejecting this response because: The business claims I was supposed to receive one visit a year. Even though I know that what I signed up for was 2 visits per year, it is irrelevant, as I received 0 visits. And 0 communication. 0 reminder emails, etc. I paid them money every month, and as shown in the screenshot previously provided, they charged me triple in the month of November. Who knows what that was for? They've taken my money for over a year, yet have provided me with precisely nothing whatsoever.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/24/2025

  Thank you for reaching out with your concerns. I want to make sure we clear up any confusion. During your first service, we did a thorough maintenance visit as part of the service you paid for. For the second maintenance, after speaking with one of our customer service representatives, you selected a monthly maintenance plan. With the plan you're currently on, you receive one annual maintenance visit, which includes a check of your heating and cooling system.
  We understand that you may have expected more visits, but this is what is covered under your current plan. If youre interested in more frequent visit there is a extra charge.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22713414
  
  I am rejecting this response because: The merchant mentions that my plan includes one annual visit. I received 0 visits and 0 communication. Yet I was charged every month, and charged triple in November, as proven by my previously provided screenshots. Again, it is 100% irrelevant how many visits my plan included, because the number of visits they provided was zero.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. I just want to be reimbursed as I paid for services that were not provided.

  Regards,

  ****** *****