Business Profile

Residential Air Conditioning Contractors

Reliable Heating & Air, Plumbing & Electrical

Complaints

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

Customer Complaints Summary

113 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/12/2024
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.
About 3 years again we purchased a Daikin 5 Ton AC system The system has went out 4 times in the past year and today is the 5th time with temps over 90 The system has a life time warranty and at this point I have no faith that the Daikin system is Reliable I did not purchase a new 5 ton system for it to continuously fail and have to wait 2 or 3 days for a service person to come out with the high temps. Since this is the 5th time the system has failed I am requesting that it be replaced. I have asked for the CEO to call me, however the person on the phone said he would have a service manager call me - thats fine - however I would like a call from the CEO
Business Response
Date: 08/21/2024
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 ************* team member will be reaching out to you directly to discuss your concerns.
Initial Complaint
Date:08/08/2024
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 purchase hot water tank using monthly payments. That was six years ago now I want to pay balance off and it's more than I can buy new one for. I've had no service or repairs. I've asked for a statement showing how much went to purchase price. They have not sent it and only gives buyout price which I cannot verify. Plus their representatives in their financial section are very nasty and rude.
Business Response
Date: 08/21/2024
Thank you for sharing your experience with us and speaking with our member service team. We sincerely apologize for the inconvenience and frustration this experience has caused you. Any payments involved with your water heater is explain in the agreement you signed. Specifically,we reached out to you directly and provided a resolution.
Customer Answer
Date: 08/21/2024

Complaint: 22111388

I am rejecting this response because: I finally did receive what I paid according to them however the payments from July, 2923 to July, 2924 were incorrect. In reviewing my bank statements more was taken out. The least contract was for $2134.08 my records and part of theirs show I paid $1495.10 as of July31, 2024. The balance owe is $638.98. I'm willing to pay this amount to end the contract. Also depreciation means how the equipment looses it's value.
On payments missed January payment taken on 1/30/24 for $24.99
February payment taken on2/29/24 for24.99
March payment taken on 4/2/24 for $25.74 and finally April's payment taken on 4/30/24 for $25.74.
So no payment missed..

Sincerely,

*********************
Business Response
Date: 08/23/2024
Good Day **************,

Thank you for taking the time to speak with me today. Per our conversation ************* services manager reconciled your account and applied the credit to your account.

The current balance on the account is $902.00, this amount is also the current payoff amount. You are currently in month 70 of 96. As discussed, if you provide your account statements showing a greater amount drafted from your account over the monthly payment, we will deduct the overage amount from the buyout amount. Please let us know if you have any questions.

Contract Date 9/25/2018
Date of Next Payment 8/23/2024
Number of Months 70
Initial Value of Equipment $1,476.00
Estimated Residual Value $688.80
Depreciation of Equipment $787.20
Total Number of Payments 96
Monthly Depreciation Amount $8.20
Buyout Credit $574.00
Buyout Amount $902.00

Customer Answer
Date: 08/24/2024

Complaint: 22111388

I am rejecting this response because:

Sincerely,

*********************
Customer Answer
Date: 08/28/2024

The reply went without the message in error. I'm sending response that should have went below in this message.

Complaint: 22111388

I am rejecting this response because: they are arbitrary coming up with numbers that have no fact base. They keep stating it's an 96 month least well I'm willing to buy out lease. So I've paid 70 months according to the company. So 2 months at *****, 12 months at ***** and 12 months at ***** equals $ ******. I'm more than willing to pay this amount but not one ***** more. I feel I'm being taken advantage of due to my senior citizen status and I will not. I agreed to this 8 year contract only. 2134. Is quite a bit to pay for a hot water tank without any service whatsoever. OR THEY CAN remove tank since it's still worth so much and I can buy a new one from someone else for a more reasonable price with installation.

Sincerely,

*********************
Business Response
Date: 08/30/2024
Good morning ***************
Thank you for providing your statements we are in the process of reconciling the account discrepancy once that is complete we will get any overage credited to the buyout.
Customer Answer
Date: 08/30/2024
# ********
I'm rejecting the offer of $688.+ due to me sending you copies of payments made looking at records both yours and mine and finding I've paid $1517.68 of $2134.08 which leaves a balance due amount of $616.40. I'm hopeful that you can come closer to my figure since I've proved no payments were missed and in 2024 our payment amount were different. Plus I made 3 additional payment in July and August. That brings me to 72 payments.
Thank you for the offer and I hope we can agree on an amount closer to my balance due.
Sincerely,

*********************
Business Response
Date: 09/04/2024
Good morning ***************,

Though you are $616.40 left for your total payments on your contract that you signed it doesn't cover the total equipment cost. That's why on line two of the equipment pricing where it states the estimated residual value after the contract there's a balance of $688.20. As a customer curiosity we adjusted buyout amount to $688.80. This is the lowest we will go. This is a $205.00 discount off your buyout. I have attached your contract and its terms and conditions for your review. Please review the red highlighted purchase option on the contract. The adjusted buyout is good till the end of September . Please let me know how you would like to proceed.
Initial Complaint
Date:08/05/2024
Type:Billing 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 have had consistent issues for three years of not getting water leaks addressed after my initial BBB submission in 2021 Complaint ID: ********. The unit was not being fully used until my daughter moved back to town in August of 2022, since that time when the ** is used, there has been an issue. The lack of documentation from the customer service to set up the technicians to come is just a small portion to the chaos (i.e. No Heat when in fact it should reflect No **). Being pawned off to it's just condensation and blowing the line only for it to return has been a burden and I have drywall and damage to my daughter's bench. The second issue of capturing someone's credit card information without permission. If I called to make a single payment and not recurring; this is unauthorized permission to then charge that account a month later. There has been three business days that have passed with no communication that this has been rectified which is a bigger issue. I have submitted my compliant as well to CFPB, Attorney general for Georgia and now BBB. I am searching for all avenues to find a resolution to these issues sooner than later.
Business Response
Date: 08/22/2024
Thank you for taking the time to speak to our customer care team and giving us the operantuanty to resole your concerns.
Customer Answer
Date: 08/27/2024
***** contacted me on August 22nd, 2024 @ 3:10pm unprepared to engage with me to address the issues. As I stated to him, I addressed all my concerns via my complaint; therefore, I never expect to verbalize what has been written. I attempted to verbalize for three years with Reliable and got NO where. With that said, when you reach out to me after my escalation, I am expecting some empathy (did not exist on the call), your plan of action to address my concerns (total miss, so much so I offered for him to call back when he had answers after fully review of my submission and concerns). He chose to pull it up while on the call.
Able to move forward during that call, we were able to accomplish getting the claims team out to address the wall and I provided the link to the dinette bench that was damaged.
The wall has been completed as of August 26th,2024. The release waiver of liability for the dinette has been signed email and sent to the corporation by certified mail.
***** also wanted to let me know as a courtesy they would remove my credit card information. As I stated to him, this is not a courtesy.Initially my previous card information was attached; however, it was removed and over the last 18 months I have called in and made payment on the due date of the 28th each month with different card choices. Reliable and no company gets to choose to take someones information that has been identified as one time use and store that information. I hope the compliance team investigates that comment as it is concerning to hear not just for me but for the large number of consumers that I can identify within BBB complaints alone with similar billing issues. This is a huge red flag! My payments will be submitted by **** money orders only going forward until we request our payoff to be rid of the business relationship.
Currently, I accept the resolution, and I have also emailed the Attorney General with an update as well. The last item I am waiting for resolution is the check for the dinette, I anticipate this to be resolved prior to EOM. If the company does not do good on this last part. I will reopen all complaints as needed.
Sincerely, *********************
Initial Complaint
Date:07/23/2024
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.
On, June 13,2024, a salesman from Reliable Heating and Air came to my home to quote for a new ac unit for my home. My old unit was working fine but I wanted a more efficient unit to help with electric bill. My old unit was a 3.5 ton which I told the salesman but he said that my home only need a 3 ton. The new unit was install the next day June 14, 2024. After that I found that the new unit did not cool my home. The new unit which they installed was a 3 ton and it did not cool my home. The new unit ran up to 20 hours each day and did not maintain the set point. It would get up to 5 degrees higher than the set point. My home would be 80 degrees each day since the install and run 15 plus hours each day. I called Reliable the next day to let them know and they sent several techs out to check the equipment and ductwork. It was found that I need a new thermostat and a new vent cut in my hallway floor. This did not solve the issue and we are now over a month out and the issue still exists. The vent in my hall way was cut crooked and the duct work repair looks messy and the new vent they cut does not have any air flow out of it. So what was it for. It is now 7/23/24 and I have spoken with Managers and I still don't have a resolution. No one is calling me back with any updates. For kickers I called the sales person who said he wasn't handling my issue anymore but he tried to give me updates. He also made a statement that my home was hot when he came to sell the new unit which was a total LIE. I am so disappointed in this company. I was floored when he said my home was hot we he was here...total shock and disbelief. Now I know what type of people I am dealing with. I never received the contract and I have been requesting it for weeks. I want the unit removed from my home and my floor repaired if the unit can't cool my home effectively and efficiently. I paid $375 for a vent. My light bill has increased instead of decreasing.
Business Response
Date: 08/05/2024
Thank you for sharing your experience with us and speaking with our customer care team. 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,we changed your system to a 4 Ton unit in the home and the installer are checking your ductwork.
Customer Answer
Date: 08/05/2024
Yes, a 4 ton and ductwork was done. Some of the ductwork could have been done better as per the picture. The unit is still running continuously for hours to cool down 1 degree. I am not sure of the issue but it is very odd after they tell me the unit should not be running 10 plus hours a day.
Business Response
Date: 08/09/2024
Thank you for sharing your experience with us and speaking with our customer care team. 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, we sent installers back out to resolve your issue.
Customer Answer
Date: 08/09/2024

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:07/18/2024
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 replaced my HVAC system via Reliable Heating and Air in January of 2024. 1. I was under the impression this would be financed. I have not received a balance for what is owed and was told on 7/18 it would take 7-10 business days to receive that information. I was emailed an invoice on 7/18 with the amount paid only (******) but no remaining balance. 2. I was never made aware that a lien would be placed on my home until it just showed up. If I were made aware this was not truly financed I may have opted out of purchasing from them all together.3. The product, a Trane TSV, is not metering air correctly and needed a thermal expansion valve replaced (on 7/18). It is 6 months old.I have requested a replacement unit (conversation with install department on 7/17) and have requested that my concerns for the need for a replacement system be forwarded to supervisors. I am current with my maintenance agreement. However, If repairs persist with this unit going forward, than it is expected that a replacement system is provided as it would be evident the current one is defective. The system has been unable to cool home below 77 degrees since June 2024 which is what prompted me to reach out to Reliable Heating. A replacement system would be expected in the event there are further incidents with this currently 6-month old HVAC system that I believe to be defective.
Business Response
Date: 07/22/2024
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, we reached out to you directly and got you on the scheduled to install the part and system is currently running.
Customer Answer
Date: 07/22/2024

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. The system appears to be running smoothly at this time. I have still NOT RECEIVED the balance owed on this system and was told it would take 7-10 business days. I would like that information placed on the monthly invoice if at all possible, and all invoices sent monthly so I am not having to contact you each month to determine the actual balance owed on the system. Please strive to be transparent with your customers regarding what is owed.

Sincerely,

***************************
Business Response
Date: 08/05/2024
Thank you for sharing your experience with us and speaking with our customer care team. 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,in your email you will see the balance on the **** system you have with Reliable.
Initial Complaint
Date:07/15/2024
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 purchased a new HVAC system from Reliable H&A on 4/6/2023 through your sales person Mr. ********************** to give my 83 years old mother a peace of mind in GA's hot summer (she suffers high blood pressure and many health issues, which I have explained to Reliable each time when I called when the A/C broke down since I purchased the NEW HVAC system. I can't stress enought the the pain and suffering we went through all these time.Friday, 7/12/24 was our fifth time the A/C broke down (they can check their system call center history, and claims) my mother suffered a heat stroke Friday night as I have predicted over the phone, and the service part manage center called around 4:30 to tell me they will expedited the process to repair the A/C in 5 days??!! in these 100 degree temperatures...in short, wait without A/C again for 5 days for the fifth time with no A/C! I took my mother to ****************** that night, as an emergency, and all weekend. I am writing this email in distress in 100 degree temperature sitting here and suffering, this is not my first time going through this and I am not going to take this anymore.I told Reliable many times, that our HOA does NOT ALLOW window A/C and we have not signed up to go through this, and they said, THEY CAN'T HELP. YES, THEY CAN'T HELP! GO FIGURE!. WE AS A CONSUMER WE DON'T HAVE ANY RIGHT?I called many times, and gave Reliable Heating and Air the chance to solve this issue, but all they did is nothing but tell me to wait... on Friday I called my own HVAC technician, and did an investigation on what FOUND the issue. I am attaching the report in this email for your review, so you see that I have the proof to start a LAWSUIT. Please take a look and see what they did, they connected UNMATCHING HEATING PUMP and did not connect AC CONDENSER. ALL I WANT IS MY MONEY BACK AND DISENGAGE ONCE AND FOR ALL with RELIABLE HEATING AND AIR. PLEASE, PLEASE. Sincerely,*********************
Business Response
Date: 07/22/2024
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: 07/22/2024

Complaint: 21989457

The A/C was down on Thursday July 11, 2024. Friday July 19 around 11 am, after 8 days, I received a call ONLY from part call center telling me schedule an appointment for technician to come on Monday July 22 or Tuesday July 23rd, again, ignoring all my sufferings and calls. NO ONE HAS CALLED BEFORE EVEN ONCE TO APOLOGIZE.
My attorney has sent a certified letter and email to your HQ office: **********************************************************************;
giving a chance to refund my money of $5,600.00 until Wednesday July 24, 2024.
at this point, I don't need any calls from your service manager or your owner. I think you have left pass this issue to far.

Sincerely,

*********************
Business Response
Date: 08/21/2024
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 customer care team we will be reaching out to you directly to discuss your concerns.
Customer Answer
Date: 08/21/2024

Complaint: 21989457

I am rejecting this response because: LAST TIME YOU RESPONDED, YOU SAID THE SAME, IT WAS ALMOST A MONTH AGO. I NEVER HEARD BACK FROM YOUR CUSTOMER CARE, WAITED 2 WEEKS. THEN, I DECIDED TO POST A BAD REVIEW IN ****** AND I THINK YOU ARE DOING THIS JUST TO CLOSE THIS CASE WITH BBB AND KEEP YOUR REPUTATION. TO MY OWN MENTAL SANITY/HEALTH, I DECIDED NOT TO FILE A SUIT BECAUSE GOD KNOWS WHAT YOU DESERVE AND HE WILL PUNISH YOU ON HIS WAY.
LET ME BE CLEAR, IF YOU WANT ME TO DROP/ERASE MY REVIEW FROM ****** AND STOP MY COMPLAINT HERE (BBB), I WANT MY MONEY BACK. I WANT MY MONEY BACK BECAUSE I HAVE SUFFERED ENOUGH AND SPENT MORE MONEY WITH MY MOTHER'S HOSPITAL BILLS THAN YOUR HVAC AND ALL PHYSICAL AND MENTAL HEALTH.
I WON'T CLOSE THIS CASE, BE SURE.
SEND MY A CHECK TO MY ADDRESS:
*****************************************

Sincerely,

*********************
Business Response
Date: 08/21/2024
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, we appreciate your patience and taking the time to speak to our customer care team.
Customer Answer
Date: 09/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
****** ****
Business Response
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
****** ****
Initial Complaint
Date:06/26/2024
Type:Order 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.
Paid monthly maintenance plan member. They are refusing to schedule service on my unit. They are supposed to bill me for the plan monthly but are incompetent apparently.
Business Response
Date: 06/26/2024
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 ************* we will be reaching out to you directly to discuss your concerns.
Initial Complaint
Date:06/25/2024
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 scheduled A/C Service Appointment on Tuesday, June 24, 2024, with the selected hours of 4:00pm until 8:00pm. This appointment was scheduled approximately 2 weeks well in advance. I received a call from Reliable Heating & Air at 1:00pm offering to come out early on 6/24. I informed the Representative that I was in Training this week and would not arrive home until 4:00pm. I requested to keep the original appointment. I received a 2nd call from Reliable H/A @ 4:31 informing me that my home was next on the service list. I informed the Representative that I was at home. I received a 3rd Call from the Service Technician @ 5:09pm: stating that he is 40 minutes away from my home. I waited until 7:39pm and called Reliable back and was informed that my Service Ticket was closed out due to not being at home. The Representative stated the Technician arrived and I was not at home. I have documented proof on being at my home from my ADT Alarm record that shows my time of arrival and in the home the entire evening. The Technician never came to home and ring the Door Bell. He never called me back stating that he is at my home. I have phone call listing of all calls made to and from Reliable H/A and no picture of the Technician ringing my doorbell.I called the **************** Number on 6/24 and spoke with Manager on duty - ******* regarding this no-show Service Appointment. He (*******) stated that he would forward this compliant to the ***************** Manager, *****. First thing this morning, I made another call to Reliable seeking to speak with Service Manager ***** and left a message. As of this evening I never received a call back from *****. Please keep in mind that I am a monthly paying customer with ********************** A/C Service Agreement to be assured that I am provided quality service, was totally disrespected and shown that I am not a valued customer. Strange as it seems ********************** takes my money monthly but does not uphold scheduled service. Documents available!
Business Response
Date: 06/27/2024
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: 06/27/2024
I received a phone call from a Service Manager on Wednesday, June 26th. He informed me that the requested service is now on the calendar for this Saturday, June 29th 12:00noon until 4:00pm. I will be home waiting to see if Reliable Heating & Air will deliver on this service appointment. I will provide an update after Saturdays appointment.
Business Response
Date: 07/01/2024
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. I see service tech went out to the home 6/29/2024 and did the maintenance at the property.
Customer Answer
Date: 07/01/2024

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. The second Technician ******** arrived on time and performed all expected checks on my A/C System. He was highly knowledgeable of various task performed and was respectful. Therefore, I am satisfied with the ******************* Appointment with a week. That is all expected of Reliable Heating and Air to come through on the service appointment. Leaving customers out to dry and not attempting to correct actions of an inconsiderate employee is just not acceptable customer service.

Sincerely,

***********************************
Initial Complaint
Date:06/17/2024
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 purchased a new ********************************************* system from them in 2018 and was told by the sales agent, ****, that it came with a 10 year warranty that included maintenance. I called this year for maintenance on the unit was told that I would have to pay a fee of $89.00, which I paid since the agent came out; however, I was told prior to the repairman coming by multiple phone reps that there would be no costs for maintenance since the unit is still under the 10 year warranty.Now I just spoke with the customer service agent who told me that thewarranty was no longer valid since I had not had maintenance in the years that I had the unit. She also stated that I would be responsible for the costs and that the warranty was void and that the agents who origianlly told me there would be no costs for the maintenance visit provided "misinformation" and that they're just "third party agents who don't have access to all information." How is any of this my fault? Especially when my documents and paperwork show I signed up for the warranty and the conditions of the warranty were not highlighted and I was promised several times by agents identifying as their company, that I would NOT be charged.
Business Response
Date: 06/25/2024
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.
Initial Complaint
Date:06/13/2024
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 an unknowingly rental agreement with Reliable( I thought I was purchasing two units for $25,000). I attempted to refinance with my home, only to be told I had a lien on my house. I was not aware I had a lien on my home for this rental agreement with Reliable Heating and Air. I placed a call to Reliable and ask for a statement showing my balance, payments, and current status on May 28, 2024. I was advised to provide my mortgage contact person and they will send what is needed in order to obtain information about the lien. Email sent from Reliable on 06/05 with the necessary information. **************** reached out via email (included me) requesting a statement and balance of my account. ********************** refuse to provide a statement and ONLY stated they can provide a subordination with a payment of $100, UCC, and mail documentations via ***** or they can do a temporary termination of the lien of $300, if mortgage company unable to move forward with the subordination. **************** only wanted a statement and Reliable refuse to provide. I placed call again to Reliable on 06/10 and voice my concerns and asked to speak with a supervisor. I was instructed by representative I cannot speak with a supervisor as they do not accept calls and they can take down my contact and someone in management will call me. It is now 06/13, four days later and ***** in management have return my call. Therefore, I am NOT able to refinance my home until Reliable provides a statement of the amount I pay every month, the current balance, and the current status. My account is current with Reliable and they are prohibiting me from refinancing on my house.
Business Response
Date: 06/14/2024
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 ****** Services we will be reaching out to you directly to discuss your concerns.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Reliable Heating & Air, Plumbing & Electrical is BBB Accredited.