Complaints

• Initial Complaint

  01/12/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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,

  ****** *****

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2021, I entered into a maintenance program for two HVAC units at my residence. The service person told me I could cancel at any time with no penalty. I used the company for several years with no complaints. In the fall of 2024, we moved. I told them I no longer needed their services and requested that they stop their program. They charged me for stopping the program despite them saying they would not do so. I called and left several messages as well as leaving messages on ********. To date, they have refused to contact me.

  

  Business response

  01/28/2025

  Thank you for reaching out with your concerns. I understand that receiving a charge for the remaining balance can be frustrating, and I want to clarify the situation for you.
  The $76.25 represents the remaining balance for the maintenance work that was done on your home. Our cost for the maintenance for 2 system is $210.00 to make this easier to manage, we've broken it down into 12 monthly payments. This way, the amount is spread out to provide more flexibility and avoid any large lump sum payments.
  If you have any questions or would like further clarification about the charges or the payment schedule, please feel free to reach out. We're here to assist and ensure everything is clear and fair for you.

  Customer response

  01/28/2025

   
  Complaint: 22686169
  
  I am rejecting this response because: When we originally signed onto the plan, it was described to us as a monthly cost that would cover one or more visits and put us on a priority call list.  During our last call to carry out normal maintenance and check up, the service person never once told us we owed any more than the monthly payment.
  
  Sincerely,
  
  ****** *******

  

  Business response

  01/31/2025

  I want to confirm the card we used to charge $76.25 is a good card to refund you. 

  Customer response

  02/02/2025

   
  Complaint: 22686169
  
  I am rejecting this response because:  Hello, the ** used for all of our 2024 payments is still a good one to use.  Thank you.  I only rejected the response so that I could confirm and answer the question regarding the **.  I did not seem to have that option on the Accept Response.  I am sorry if that created an issue, but my response is here for all to read.  Thank you very much! Reliable Heating & Air.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 2024 Reliable Heating & Air installed a system HVAC system improperly. It has not worked properly since the installation. I advised the company that the air temperature was 10 to 15 degrees higher than the temperature set. Reliable advised that someone would come out and assess the situation and possibly add vents to help with the air flow. No one ever followed up. Reliable *** was extremely UNreliable acter he made the sale. No assistance with follow up.

  

  Business response

  11/25/2024

  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 ************* team tried reaching out to you to scheduled the duct work repair.  You can contact customer care at **************************************** to get on the scheduled. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 08/31/2022, I purchased an AC/heating unit from Reliable Heating and Air. The salesman, ****** *******, advised that we could finance the unit interest-free for $119.99 each month for 90 months. See the uploaded contractthe $119.99 is automatically paid to Reliable monthly. I am applying for a HELOC and discovered that Reliable had placed a judgment/lien on my property without notifying me. I have not missed a payment, and the contract does not mention a lien/judgment being placed to buy the unit. This is unacceptable, and I would have never agreed to this if I had known about the lien/judgment. I have not received any statements and will be paying off the unit and will no longer do business with this company. I want the lien/judgment removed from my home title. This is a very deceptive business practice, as no one would ever agree to this if they were informed at the time of the sale.

  

  Business response

  11/01/2024

  Thank you for taking the time to speak with our customer care team your buyout payment has been received as soon as the check clears we will request UCC3 and provide it to you ASAP. 

  Customer response

  11/01/2024

   
  Complaint: 22438167
  
  I am rejecting this response because:
  

  ******* has yet to remove the UCC-1 from my home title and is causing my *************** HELOC application to be delayed due to their lack of response.

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

  

  Business response

  12/09/2024

  Reliable Heating and Air had lien on your account has been successfully removed. 

  Customer response

  12/09/2024

   
  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

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a technician do routine maintenance on my HVAC system in May. 24 hours later, my ceiling collapsed in. They sent another technician to "fix" the issue and a contractor to repair the damage. The "fix" that the technician employed was to flush the condensation line and reattach it to the outflow line from the house. When he reattached, he hand connected the *** pipe with no adhesive or glue. Subsequently when hard rains pelted on the outbound line, the pipes separated and there was again extensive water damage to multiple parts of the ceiling. In addition to the pipe being disconnected, there was still a blockage at the unit which caused damage to multiple parts of the ceiling under the drip tray as well. Again, I called them out, again, they claimed to fix the issue with the condensation line, but now they are refusing to cover the repairs to the ceiling despite the issue never having been fixed. Three water leaks in three months following their technicians visits, with no issues whatsoever in the year prior before their technicians started servicing the units.

  

  Business response

  10/21/2024

  Thank you for reaching out regarding your concerns. I understand the situation with the *** line and the confusion around the responsibility for damages. Our policy states that Reliable is not liable for any pre-existing conditions or damages that were not caused by our services.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sold us a heating and air conditioning system on a plan that includes maintenance and a great warranty. The problems started when the subcontractors arrived to install the system. The subcontractors left trash and clothing in our backyard, and when they cut the drywall to install a new register, it was not level. I called the office and they sent the crew back out to fix it but they had to install an oversized register that did not match the rest of the house. Now, a few years later, I called to get a quote to detach and reattach the outside compressor so my foundation contractor can repair our foundation. The company would not provide me with a verbal quote or explain their pricing structure for such a job. Nevertheless I scheduled the work to be performed the day before the foundation contractor was to come (I was reminded that if I hired another contractor to move the unit my warranty would be voided). On the day they were scheduled to do they work someone called my wife and said the job would cost $1,800 and we had to agree to that before they would come out. So we called the office to get clarification of the quote as we did not understand why it would cost nearly as much as a new condenser. We finally agreed upon the price of $1,300 and asked for financing options. The company did not show up for the appointment, we were not informed that the appointment had been canceled, and now they are saying they will be coming out at some point tomorrow. I called my foundation contractor and it is too late to reschedule their team and I will be responsible for paying them any additional labor incurred from waiting for Reliable to detach the condenser. I politely relayed this information to Reliables team and they told me that it was our fault the appointment was canceled. Their failure to communicate that the appointment would be canceled if we applied for financing has cost us $1,500 in labor.

  

  Business response

  10/14/2024

  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 ************* we will be reaching out to you directly to discuss your concerns.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ac unit does not perform correctly. The reset is under the house. After the power goes out, Im expected to call Reliable to restart unit every time. Unit starts with a loud bang.unit is 8 months old. ************ has been replaced. Board has been replaced, pressure spikes before valve opens on refrigerate control, 1 trained tech, no others can diagnose issues on this unit, 9 tips to my house, unit is a lemon, hang *** from Reliable, 3 day ***** to come restart unit.Worst ac unit ever. Airflow was installed under amount of CFM. Reliable will not document what has happened. Will just say free service call.

  

  Business response

  10/11/2024

  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

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive had ongoing issues with Reliable since I got my AC Unit install in 8/22. The measurements were done incorrectly and has cost me in electric bills until we found the problem last month and has now gotten a smaller unit. Ill still be charged the same monthly amount for a small unit, definitely that math still doesnt add up. Im still trying to figure out what will be done on the payments I made on the old unit . Its been 3 weeks and I still cant get Management to call me back. I truly regret my decision in dealing with these people. I wish I wouldve paid cash and let someone install this minus the headache. This company is epitome of first class rip off

  

  Business response

  10/08/2024

  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 member will be reaching out to you directly to discuss your concerns.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Reliable Heating & Air Conditioning to replace the **** unit in the basement, and one in the attic on the top floor. I was impressed with the Home Comfort Advisor, ***** ******. I did feel that the price I agreed to was high, however, I'm new to the *******, ******* area (moved from **********, *******) so I accepted the package on 08/13/24. I was a little surprised that ***** required me to "pay in full" before starting/completing the job. ********* came out on 08/14/24 to install both units. Techs were polite. They installed both units on the same day. They did not share that the outside unit was not operating correctly, which I do think they should have. Tech came out 08/16/24 at 3:51 p.m. in the afternoon. Tech's name is ****, and ***** told me he'd been with the company 20-years. I fell asleep, tech knocked on my bedroom door after 8 p.m. and said he'd be right back. Van **** was driving with company logo left. Now there was a white box truck in the driveway. Scary! I reported it to the police, which did show up. I received a call from ****** ****** phone on 08/18.24, but it was another person who told me **** would be up and running. Contacted ***** on 08/18/24 who said Tech **** would be out that morning. Called ************** and recording said 1-day installation guaranteed. Since there was a delay, I requested that cheap Aprilaire thermostat on main floor be replaced with Trane thermostat which was installed on top floor. ***** said management would have to authorize that on Monday. **** showed up, said he would have to order a gas fitting for the upstairs unit and would have it in 1-week and not to turn the heat on until he installed the gas fitting. As of 09/24/24 the gas fitting has not been received (according to *****) who said he referred issue to management. It's going to be COLD pretty soon and both units need to be operating correctly. Please HELP! Respectfully,****** *****, ************ (cell). Thank you!

  

  Business response

  09/25/2024

  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 install is going out to the property to install the gas valve and will replace the thermostat. 

*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. ↩