ComplaintsforReliability Home, LLC

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around the end of April 21, my air conditioning was not cooling as it would normally. The tech David did a tune up and also gave me the news that I had very little refrigerant and most likely there is a leak in my line. He gave me 3 repair options and I choose the second option which was to add refrigerant and seek and repair the leak with sealant. This cost $577. I was informed that this would be my best option as they would find the leak and seal it and add refrigerant. 2 weeks before my warranty would end and I'm having the same problem. I called them Saturday and I explained the issue and the associate had to verify my warranty. Once verified the same tech who did the repair in April arrived and explained it was not only leaking refrigerant, it was a cascading effect that the leak cause the coils to freeze which shorted the circuit board and the blow motor. Now I'm stuck with several expensive problems when about six months ago they could have repaired it correctly the first time.

  

  Business response

  11/16/2021

  Business Response /* (1000, 12, 2021/11/12) */ On 04/30/21 David L***** was on a Maintenance Call for the Air Conditioning System to the home of ************* at ********************, Baltimore, MD 21224. He discovered that her A/C system was very low on refrigerant. To briefly explain Refrigerant is very similar to oil in a car engine. It is NOT supposed to leak out. If you continue to run your system while it is low, you risk major damage...just like driving a car low on oil you risk blowing the engine. Ms. ****** was presented with 5 options to repair ranging from a basic repair up to the best on the market. She chose the bronze level repair which included recharging the unit with refrigerant and adding a sealing agent with fluorescent dye. So, if the system did leak, we would be able to see where it was leaking and effect a repair. On 10/21/21 Erik W********** was at her home on a Service Call. Ms. ****** had called and said the system wasn't cooling again. Erik discovered that her system was low on refrigerant again. He could see the florescent dye all over the Indoor Evaporator Coil. Unfortunately, the Coil would have to be replaced at this time due to fact that it cannot be repaired. When you continue to run the system low on refrigerant it can cause damage to the system...in her case the motor and circuit board to the furnace were damaged by the Coil above them freezing and thawing leaking water all over the furnace. I understand Ms. ******s frustration with this situation. It was not anything our technicians did to cause this. Sometimes mechanical failures happen, her Evaporator Coil is a 2014 and has a considerable amount of rust on it. The repair option she chose was to add refrigerant and sealant with dye. The A/C worked for an additional 6 months. The leak in her system was too large for the sealant. It is the same thing as having an oil leak in your engine and adding more oil with a sealant in it. It might work...it might not...this was explained to her in detail the day she chose her repair option and again the day she had a Service Call. Amy M ****** General Manager Consumer Response /* (3000, 14, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stating the facts does not change that the "repair" which if were completed right would had fix the issue. Obviously the "repair" was faulty because it didn't even last 6 months. If I had an oil leak in my car. Sealing the leak up would be a fix. If it leaked again in a short time the repair failed and it should be sealed correctly the next time around but if the mechanic or his company was good and honest they would have told me my best solution of replacing and not repairing which the technician never said. The leak should not have happened again. I was told in April that this sealant would definitely seal up my leak and fix my issue. Additionally, Im working with another company and they will replace my coils for 60% less than your company quoted and found that nothing was wrong with my blow motor and circuit. This tells me how not good or reliabile Reliability Home technicians are. If I would have gone to them to "fix" that issue I would be wasting my time and money. Terrible company! I would make sure everyone that I know and my neighborhood know how you treat your customers.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original date: 09/23/21 Maintenance service by Reliability Home Services (RHS) Issue: Damaged caused by technician to my oil burner nozzle assembly that required another service company to troubleshoot and replace. Cost of service call and subsequent part replacement $502. Lack of response by RHS to another service call one day later to repair my air conditioner that they had recently repaired by RHS replacing a control board. This required me to call another service company. The error was determined to be a wiring error, loose connector on the control board that RHS had replaced. Cost of service call was $199. Desired resolution: I believe I am entitled to the full cost of these services $701. I am included a more complete discussion of the issues in the document "Issues with Reliability Home Services.doc" As well as 5 attachment of the invoices referenced in the document.

  

  Business response

  11/16/2021

  Business Response /* (1000, 10, 2021/10/22) */ On 9/23/2021 our Maintenance technician David L***** was dispatched to the home of ****************************, Bel Air, MD 21014 to preform a Precision Tune Up on his Oil Furnace. While performing the Maintenance David discovered a small Oil leak from the oil feeding tube. When David attempted to discuss the issue with him, Mr. ***** became visibly irritated. He began yelling and cursing at David. Accusing him of sabotage and ripping him off. He was extremely belligerent and rude to David and then kicked him out of the house. Mr. ***** also called into the Office and was belligerent and rude to my CSR Tajhi D******* as well. While I can understand that he was upset finding out he had a small oil leak...I cannot tolerate my People being treated with extreme rudeness and disrespect. Screaming and cursing at my people is simply not acceptable. At that point Mr. ***** was told he was being escalated to Management and that he would have to wait until we could get a manager to his house. He decided on his own to hire another company. Which he is certainly free to do. Unfortunately we cannot cover the cost of repairs he paid someone else to do. The work we performed for Mr. ***** was under warranty and he would have received no further invoices from us. Due to his behavior he had to wait for a manager to perform the work. I cannot knowingly send my employee into a customer's home to be verbally attacked. Our protocol required a manager on site for all further issues. I am glad Mr. ***** was able to get his Oil furnace repaired and wish him the best of luck in the future. Consumer Response /* (3000, 12, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree with the part of the RHS response that suggests that I was rude to the installer but I did not yell. I told him to leave when his suggested repairs where costing hundreds, even over a thousand dollars. The oil leak was caused by the technician and should be the responsibility of RHS. Upon calling the office the CSR would not send out a service tech for my new air conditioning problem even though I had a contract for VIP 24 hour service, saying it had expired Sept. 1. But in fact the invoice from the tech the day before sited the VIP contract and was dated Sept. 23 so I must have been under contract, so yes I was upset. I asked to speak to a manager and the CSR said they weren't available, I asked her to have them call me. I called a couple days later again asking to speak to a manager and the CSR said they weren't available, again I asked her to have them call me. To this date I have never received any communication from RHS. Regardless of my disposition to the employees I have been a customer for 5 years spending thousands of dollars including having a new central air-conditioning system installed and maintained. The RHS management team should have contacted me to attempt to resolve the issue, they did not. So how could I do anything else but have another service company resolve the issues. I had an active oil leak and then a broken air-conditioning system. I still feel I should be reimbursed for my cost as initially stated in my complaint of $701. Additionally believe I should be reimbursed for the cost of the VIP service contract which RHS would not honor with a 24 hour response. I do apologize for my behavior toward the service tech and CSR. The tech was relatively new and not sufficiently skilled to maintain the boiler equipment. He would not own up to what was his mishandling of the equipment that caused the leak. The CSR was only relaying information from her leadership and I truly am sorry for being impolite to her. So I do not accept the response by RHS, I believe they are still liable for the costs mentioned.

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