Complaints

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:12/23/2024

  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.

  I hired Rivers Reliable to install a Trane HVAC system for $12,500. The deposit of $6,250 was paid on August 6, the system was installed on August 11, and the remaining $6,250 was paid on August 12. The contract included a 1-year labor warranty and a 10-year parts warranty. When I tried to turn the heat on October 15, it didn’t work. I contacted Moe Rivers on October 16, and he scheduled a visit for October 19 but didn’t show. He came on October 23, spent two hours in the attic, and said the heater needed replacement. He promised to order a new one from Trane. That was the last time I spoke to him directly. For the next four weeks, I was strung along by his office staff, who repeatedly assured me the new heater would arrive "by the end of the week." An installation appointment was set for November 20, but no one showed. When I confronted the office staff, she blamed me for hiring Rivers Reliable in the first place, despite the fact that he was recommended by a neighbor. She said I should have "used my intuition". I finally called Smoaks Heating & Cooling for a second opinion. They discovered the issues were due to improper installation by Rivers Reliable. The AC leaked and stained my ceiling because a splash guard was missing, and the heater didn’t work because the tubing was cut too short. I had to purchase replacement parts from Trane ($1,453) and pay Smoaks for the repairs. I also hired a painter to fix the stained ceiling ($100). It took seven weeks to resolve the issue, costing me an additional $1,553 to achieve what Rivers Reliable had promised in the original contract. All supporting documents are attached.

  Business Response

  Date: 12/23/2024

  The bill will be adjusted and refund will be sent back to the customer. 

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  American Home Shield contacted Rivers Reliable services to fix my unit. They came out and diagnosed the problem. American Home Shield is having trouble contacting Rivers Reliable services to advise them where the part needs to be picked up so the unit can be repaired. It’s 98 degrees outside and I have an infant with other children in the home. Now, Rivers reliable services is saying that their computer system is down and they’ve stopped answering the phone. This is unacceptable and unprofessional. I wouldn’t recommend this company to anyone.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Rivers Reliable has failed to show up for multiple appointments. I have been without HVAC for 2 months, it is over 90 degrees in my house. They started the job, removed my old unit, partially installed the new unit and said they needed more parts.... they haven't been back.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This business was appointed to us by American Home Shield warranty for repair requested at the end of July 2022. On August 2, 2023 a technician from Rivers Reliable came to repair our AC unit as our complaint was the unit was not cooling below 78 degrees on hot days. We were told at that appointment a new unit was needed for our 15 year unit. The unit was ordered and we were scheduled an install for August 10 and expected someone between 8 am and 12 pm. On 8/10 Around 11:50 a gentleman by the name of Henry knocked on my door and said he didn't have a part he needed. He came inside to take pictures of our inside furnace and said if the part was in-stock he could back later. I guess the part wasn't in stock because he never came or called. On Monday, August 21 they called and scheduled an install for us for Thursday, Aug 23rd between 8 am and 12 pm. Nobody showed up in those hours and after contacting RRS we were told the technician got held up on another job and would be at our home in a few hours. Mr. Henry came again at 5:10 pm on the 23rd. They set up the unit outside and we working on the furnace inside. At 7:30 pm I was told by Mr. Henry's helper that they needed a bigger part and would be back in the morning to finish the install. My husband was contacted the morning of 8/24 and told to expect a technician between 4 pm and 7 pm. Nobody ever showed up on Thursday 8/24. The morning of Friday 8/25 my husband spoke to a receptionist at RRS and said she find out when they could come out to finish the install. My husband had not heard from them and later that afternoon tried several times to contact RRS by phone and nobody answered or has returned his phone calls. At this point we have taken time off work, been stood up for appointments, and have been without AC. I have now looked at Google reviews with many complaints of punctuality and unfinished work from RRS and I'm worried the work will not finish in the middle of a hot summer.