Reliable Heating & Air, Plumbing and Electrical

J L.

Continuing this unfortunate saga going on week 4!! without air-conditioning with health problems and temperatures in the high 80s going into the 90s once again they ignore phone calls and texts and I finally got a response today saying that they need the parts and when they get the parts they will notify me of an update this is after it as I say almost 4 weeks and a long-term customer under warranty there is no excuse for this; -none!!

Benjamin M.

Ordered a maintenance service and was told the duct service I closed everything a maintenance service did. Only to find out the exterior unit is not Included. Sent a repair tech out. Extremely unhelpful, refused to correct their mistake. Could have cared less. He escalated to his boss and that was a joke as well! Very much overrated and am confident the bait and switch technique is what is used with them

Monique E.

We have been trying for four days to have someone come out to look at a new unit Reliable installed that is not working properly and no one has come yet. In addition, we were just told today an appointment could not be scheduled because we are past due on payments but we are current and have never been late and have never received anything from Reliable saying we are not current because we are. In fact a payment was just made May 28th. After being customers for 10 years, we are hot, confused and extremely disappointed in the lack of service and communication.

Colleen F.

Nine days into a broken AC unit tried to get this company to help me only to be completely ignored by the service manager . They sent out 3 employees, no one could diagnose my air conditioning problem so I asked for a letter for my insurance company so I can make a claim. Spoke to someone on the phone when the technician handed me his telephone, I'm going to assume was the service manager, I spoke to him briefly without an introduction just proceeded to argue with me that insurance does not cover air conditioner repair, I had to talk over him and explain to him my insurance has a rider that does completely cover this sort of situation. I needed a letter stating the air conditioner unit is broken so we can move forward with a new unit. They would not be able to put the letter together in the wording other than saying the unit was old. The unit is broken but I don't know what's wrong with it because I'm not a professional. They also would not tell me what's wrong with it they're guessing there's a leak somewhere... They never even came inside the house or took apart the unit, it's a 21 or 22 year old air conditioning unit. Never heard anything back again after 7 Days of sweltering heat I've decided to move forward with another company. I gave them a poor Google review only to receive an email finally from the service manager who has been completely ignoring us for seven straight days. Telling me that he was not appreciative at all of my Google review and he would be rebuttaling my Google review. Basic bullying! Not once did he apologized for not responding not once that he's tried to make it right not once he even try to help us. So I'm posting this on Yelp and I'm going to copy his email to me. We never had a conversation he never responded to me via email or called my phone until the seventh day on Friday evening after I got a refund for the service call and wrote a bad Google review. That Sparks his attention quick! See response below this is the only communication we have had with him and this is what I got. (I find your GOOGLE review un- true and un- fair true statement is your system is repairable regardless of age. It is not non-repairable as your invoice states. It has a refrigerant leak in the system and needs to be leak searched and repaired. It is 21 years old. Replacement should be considered. What you wanted for the insurance company was a letter stating it was dead non-repairable. Which is un-true. This is exactly how my GOOGLR response will read. Further more I spoke to you and your husband also emailed a quote to do the leak search and add return to your daughters bedroom which you also received. Plan on answering your review with response by end of day.)

James L.

Unreliable is more like it. On two different occasions a no show. Bought $14,000 Trane System plus annual maintenance program. I called into office and said I had a no show and was put on hold for 10 minutes and said a manager would get right back. Of course they didn't get """"right"""" back. Called back again was told he needed to check what was going on and again put on hold for 20 minutes. Ridiculous excuse of a business who has learned how to bury bad reviews and manipulate overall average based upon having 1000's 8f reviews. Beware and be prepared to wait and be lied to.

Autumn H.

This company is dishonest, provides unreliable work, and does not hold themselves accountable for their mistakes. We had an awful experience with installation in 2019 where we sat in 90+ degree house for a day and a half because they installed our system improperly the first time and wouldn't send someone out. On 3/29/21, we paid this business $134.99 for the required annual maintenance inspection on our system (invoice attached). During that time, they said that everything looked great. On 5/11/21, our AC lost power so we requested service because we were leaving the country the next day. They said they did not have anyone to send and couldn't help before we left. I left a negative review on Yelp and paid Coolray $79.00 to come out within a few hours (invoice attached). Coolray saw wiring issues from instillation (broken wire) which caused a fuse to stop working- hence no power. They said they could either fully repair the unit, or they could replace the fuse alone to make it work until Reliable could come fix the broken wire, but warned that they can't touch the unit without voiding the warrantee. Reliable did end up sending someone that night after my Yelp review to fix the issue which they confirmed what Coolray had said (aside from admitting it was from instillation). I was asked to amend my last review because the business accommodated our schedule. We were very grateful to have a working unit so we could leave for our trip so I removed my last review. Because our AC would not have had issues if they had done the inspection properly and caught the issue then, I submitted a complaint to the BBB requesting a refund for that inspection (incorrectly noted in my initial complaint - but no offer for the actual amount I did pay or to cover the cost of Coolray given their """"miscommunication"""") because they clearly missed this broken wire. The company's response was that the wire wasn't broken when they checked the system and that the systems vibrates which could have caused the issue. I have copied that transcript below from the BBB complaint for your reference. There is a clear history of improperly wiring/installing my system, a 2nd certified option confirmed it was an instillation issue with nothing to gain because he knew we're stuck with Reliable for service, and they still refuse to take responsibility for their errors. I warn you -- go with another company for your service - any other company. Coolray has been really helpful for us, but again, anyone else would be better. We bought our unit from Reliable so now we are stuck with them if we wish to maintain our warrantee, but you have a choice to have a better experience. Even if you have to pay a little more up front, it's worth it. I promise you. The only way you'll have hope of get anything done is by leaving a negative review online, and the work they do is completely unreliable. Our AC works for now, but I have next to no confidence that it will last for very long. I have no doubt I'll get the pleasure of """"working"""" with them very soon.

Richard S.

The original company was sold to Reliance Hearing and air. Three years in a row they send out the wrong people todo maintenance on the system. Service: horrible. keeping Schedule: Horrible Ability to fix units: Horrible, have to come multiple times because """"the system is complicated"""" .... They sold us the Trane and they can't even service it. The reliable team had 3 different service men come out. All with different reasons. Ultimately it was a bad thermostat, which would be ok... but we have a multi zone system that required all three Thermostats needing to be changed. I had to down grade thermostats since they do not carry Trane on the trucks and it cost a small fortune. So, what is a lifetime warranty? Why do yearly maintenance if they don't show up... these problems did not exist when the original owners of reliable ran the company.

Dan S.

Updating as of 5/8. Worked with a member of Reliable's customer service team to discuss and they sent a new set of techs on 5/4 to review. The tech was ready to run a new cable and said it would require drilling through floor and walls to do so (and Reliable had stated they would not be responsible for repairing this). As a result, he repurposed the C wire as a Y2 wire, which means the thermostat could control stage 2 cool, but the Nest thermostat uses C wire to charge. I had previously researched this option online and HVAC techs said not to do it as the device gets buggy. I shared this with the tech and he was dismissive, stating that the device would still charge over the R wire. Accepting his confident answer I approved him to reconfigure. On morning of 5/8, the device was no longer connecting to wifi. After time spent with Google Nest to diagnose, the battery voltage had dropped too low to connect to wifi and was no longer reliably connecting to the app (the exact issue I warned him of). I've left a message for Reliable's customer service team member I was speaking with to determine next steps. I continue to urge everyone to avoid Reliable... will update more after they respond to today's events.

Maria D.

I signed up for the service that you pay over time and they change your filter and all your service on the system is included. While that is optimum what they DIDN'T say is that they will put a UCC lien on your house which has caused a huge issue with my loan refi. They would not even temporarily remove it. The subordination agreement took forever and cost $100 (which they failed to mention) when I called them. The back and forth has literally added 3+ weeks delay to closing for a $10k Hvac contract. There was an option to pay it off but then you lose the service agreement which was the whole point of financing the system. Just beware bc the rep WILL NOT disclose this to you. It's in the fine print. (Why didn't I read that? My bad). And it is beyond difficult to get anyone on the phone that can remotely help you without several attempts which is just ridiculous. For some reason they can't """"transfer the call"""" so I had to continually call back until I could find someone to connect me with the correct department. To make matters worse, their cavalier attitude is just aggravating. They try to downplay the effect it will have on the refinance when it is discovered as if it's no big deal - which I assure you it IS to the mortgage and title companies. My fault for not reading reviews first. I hope this will save at least one person from this ordeal. Yes the whole """"finance it and we will service for the next 10 years"""" is appealing but knowing I planned to refi I would not have taken that option if the rep had been up front about the lien. Therefore they get 1 star for their sneaky business practices and how they have handled the subordination -which has been a nightmare.

M J.

Why on God's beautiful green earth would Reliable Heating & Air of Kennesaw GA have a customer wait 3+ weeks for an air duct cleaning service requested for 2 of 3 units in a 5000+ sqft multi story home, only to send 1 guy the day of who had to acknowledge it's too big of a job for one person...then to top it off, (Un)Reliable Heating & Air says that it would take almost 3 more weeks for rescheduling? ...while I'm not the Governor nor some well known celebrity entertainer, I am however a. very hard working & respected gentleman whom understands business, customer service and gives advice & recommendations based on my experience & common sense beforehand during consultation!