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

  410 Grayson Pkwy Grayson, GA 30017-1220

  
• 

  Reliable Heating & Air, Plumbing & Electrical

  1940 Highway 85 S Fayetteville, GA 30215

  

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: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,

  ****** *****

• Initial Complaint

  Date:12/13/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 01/31/2025

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

  Customer Answer

  Date: 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

  Date:11/16/2024

  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.

  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

  Date: 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

  Date:10/17/2024

  Type:Order 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 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

  Date: 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 Answer

  Date: 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

  Date: 12/09/2024

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

  Customer Answer

  Date: 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

  Date:10/15/2024

  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 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

  Date: 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.