Reliable Heating & Air, Plumbing and Electrical - Fayetteville

LaKeesha C.

This company no longer stands by their 100% customer satisfaction, guarantee as promised on their owners YouTube video from June 2012. They are now quick to sell """"protection plans"""" that they sneak in extra charges for when something goes wrong. We have been paying $29.99 x 2 systems for almost a year now after having them service our home last summer and telling us that everything looked good. This was promised to cover annual service and breakdowns/repairs. This spring one of our units quits working so we called for a service call that took 5 days to get on the schedule. The technician arrived, checked a few things and reported that the system could not be repaired and needed to be replaced. He had a member of the sales team come out the next day. They offered us a new 3 ton system for $134.99/month x 8 years (service and maintenance included) or $10,999 (without service or UV light insulation). I was immediately thrown off as I had just heard a radio ad from the company for """"any size system just $69 per month"""" the day before. After looking for the quote that was told would be emailed to me I found an automatically paid invoice from the previous day service for $89.95. When inquiring about it, they blamed the technician not knowing that we were a monthly protection plan customer and agreed to refund the charge. Manager Joey then called and tried to argue that the ad states """"starting at $69/month"""" for a new system. Regardless I was already turned off by the service the company was providing. I requested that the """"protection plan"""" be completely refunded as they did not hold up to their promises for which Joey refused. I would NOT recommend this company to anyone looking for an honest or reliable HVAC provider.

Ryan L.

A simple fix without the sales pitch, I can appreciate that. Travis was on time, courteous, and professional! (Mask and shoe covers the whole time). Diagnosis, unclogged pipe, changed filter, inspected furnace, inspected heat pump, nothing else needed at this time. The website says call text 24/7. I text, responses were a little slow but I was able to get the service appointment completed within 24hrs. Easy job, quick and efficient service call.

Whitney K.

Going with Coolray after being charged a $125 """"diagnostic fee"""" for them to come out and tell me they no longer support units that have my Freon type. I escorted the technician to the unit, and he literally took one look at the sticker with Freon type and said he couldn't service it. There was no evaluation or thoughtful diagnosis, so I commented to him that I could have texted a pic of the sticker to him to save the money. He just smiled. This should have been mentioned when I made the appointment to easily screen me out and save us both time and energy. After calling to try and get a refund - and speaking with 4 different people - they maintain there was a diagnosis and refuse to refund. Poor way to do business, especially in this economy.

Chris S.

Would never recommend this company to anyone! The techs are clearly uneducated in their """"specialty"""" and the charges are absolutely ridiculous. I had a tech come out to my home on 7/14, he told me the unit was frozen and he'd need to defrost it. Charged me $319.99 to change the filter, and use a hair dryer to defrost the unit. Told me I had a leak, but to find the leak would be $300+ then offered to recharge the system that would cost me approx $300 as well. Not sure why I'd recharge the system if I had a leak... clearly it would just leak out? He acknowledged that, but did not make me feel confident in his abilities. I told him to leave it. I paid my bill and called this company to report my dissatisfaction in how this was handled. The manager then called me back and discovered I didn't receive my invoice (because they had my email completely wrong) he said he'd resend it and would call me back. Never called me back. I called another company to come out, that tech opened the unit and where the leak was coming from was clearly visible - literally right on the coil visible in seconds. The other company also covered this in their service fee. AVOID THIS COMPANY AT ALL COSTS! Clearly they are just after money, and not fixing the problems of their customers.

Stephanie P.

I own an investment multi unit property in Atlanta Georgia and was looking to replace the AC system for one of the units. I authorized my property manager to look into getting some quotes for future replacement. After receiving several proposals including one from Reliable he emailed the proposals on 9/11/2020 to me. Reliable quoted $7,875. for removal of my R22 and install trane 80% ague 60,000 BTU multi speed gas furnace, Trane 2.5 XR SERIES 4TWR4030 high efficiency R410a condenser, drain line, PVC condensate drain line. Replace duct board and return plenums for $650, Replace duct work for $600. and an AprilAire MERV-13 air cleanser system for $300. They offer $2085. worth of rebates with a final total $7,300. They offer an in-house financing of $114. per month for 96 months. The property Manager told sales person Lee Cook that I was the property owner and live out of state. Lee Cook contacted me on 9/14/2020 and I give him my information to check qualification for in-house financing. He informed me I was approved and we scheduled date 9/24/20 for installation. On 9/21/2020 I was contacted for my email address so they can forward the documents to sign. After receiving the documents on 9/22/20, I was shocked to see that the proposal was now for a lease for 8 years with me paying $11,039 after the lease ends and me having to pay an addition $3,400 residual to buy the equipment at the end of lease. On 9/22/20 48 hours before the installation on 9/24/20 I informed Lee that I was not satisfied with the agreement they send for me to sign and I was not interested in a lease. He then emailed the office and cc me informing them I was asking for details, that I was not in agreement and was not going to sign. On 9/25/20 I received pictures from my property manager with the new system installed. I was blown away, I did not sign any documents or given Reliable the authorization to remove my equipment and install theirs. I contacted Lee and was shocked when he replied to me that I agreed to the proposal. I informed him that a proposal is not a contract, I did not agree to the terms and further more he was fully aware that I was not interested in them doing the install. In the interest of moving forward I asked him to reconfigure the numbers to a 24 months purchase agreement since I was already approved for in-house financing. I requested a document with 24 months repayment, with 24 months maintenance, minus the air purification program that was installed, the $50 per year filter charge ( it is a rental and not cost effective) and to detail any fees, additional cost , and instead of first payment of $114.00 on 2/23/2021 I would like first payment of $330-$340 beginning 10/23/2020. He informed me that the only option they have was the 8 year lease but I can payoff in 24 months and basically sign the contract and do the math in the event I payoff in 24 months. He was willing to send me the details in email and I told him that is not how I do business, anything I sign would have the detailed terms and condition spelled out in the four corners of the contract. So It went from him accusing me of theft, because I agreed to the install because I was aware of the proposal ( $7,300 which was quite different from the lease agreement of $15,000 they send from me to sign) to threatening to place a lien on my property, to attacking my character stating he now know """"what kind of person I am"""". I received a from Tyler Storey from their collections dept. and she proceeded to repeat the same nonsense and I told her they can remove the equipment if they make me """"whole"""" by reinstall the one they removed. I received an email to schedule the removal and when I reaterated that they have to reinstall the my HVAC system they removed Lee Cook seem shock that I was making such a request. And then, the threats and intimidation was escalated. Botton line is that I am willing to pay for the service minus the changes I requested with an agreement of 24 months not 8 years. You have to ask yourself why this company would rather me paying off in 8 years instead of 2 years. If there was a 0 rating I would give it to them for their bait and switch unethical business practice. Thank God I communicate with email have proof they knew my refusal of their proposal 48 hours before the install.

Chuck R.

Horrible plumber was not friendly and didn't fix anything actually made my problem worse and laughed

Nicole A.

A plumbing emergency required assistance and with one call we were able to get someone out here to take care of a very messy problem. They were quick efficient and professional.

D S.

""""The gang that can't shoot straight"""" would be an appropriate description of this HVAC company. Several weeks ago, I arranged for them to come out between 10:00am and 2:00pm on October 8--no show, no call, no nothing. When I called their office back, 30 minutes on hold to finally get a """"we don't have an appointment for you"""" response. So, I gave them one more chance to come and take a look at my HVAC unit that next Saturday (October 15, again between 10:00am - 2:00pm). I get a call about 1:10pm on that day to find that, """"We are running late and oh, we are the residential portion of the business, we can't actually climb one attached metal ladder in your interior common area to access the exterior HVAC unit on your condo's roof. That is for our commercial team to handle."""" Once their office gives me a call back next week, they are really going to get a piece of my mind! If memory serves, these folks are the same ones that actually INSTALLED my HVAC unit like 5 - 6 years ago. They should know the configuration, specs, and location of the HVAC unit already. Poor customer service, shoddy scheduling/follow-up, and very poor record keeping. I recommend RUNNING AWAY from this company if you are considering getting ANY work done from them.

Jami J.

I paid to have an annual service on my two Trane heat pumps. That service includes a complete checkout of each unit including changing the filters. The Reliable technician wasn't at my home very long but I did ask him if he changed the filters. He said he did. However I never saw him with any new filters or any old ones. The other day I went to change the filters and found that he had never put new ones in, the filters still had the old dates that I had written on them. This makes me question whether any other annual maintenance was performed on these units. Several days ago I called to speak to a Service manager. I was told that I would receive a call. Never heard back. I called again asking to speak to the owner. I have not yet received a call back.

Frank L.

I truly wish I had checked the reviews prior to wasting my money with this company! I had recently paid 400 for them to do some work and I was initially very satisfied until the problem reoccured less than 60 days later. Ben came out on a Sunday and instead of even ATTEMPTING to resolve the problem, immediately just said that we needed a new unit. Was very diligent in the sales pitch but wish he had been more so on troubleshooting. After he left, with my 90.00 service call fee, a family friend came by and noticed that the our unit was actually condensing (which Ben said it was not), went into the attic to look at our furnace, (which Ben couldn't be troubled to do) and immediately discovered that we just needed to replace the filter. 90$ to reliable down the drain. Will NEVER use them again.