ComplaintsforReliant Air Conditioning

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reliant Air performed annual service to 6 weeks ago as well as a capacitor replacement on 1 of our 3 units. Two techs arrived. One was in training. The trainer could not climb the stairs due to a back injury & was not with the tech in training. As part of this annual service, our lines should have been checked, blown out & cleaned by the techs. We paid for the ******************* continued membership. It was raining that day & has been rainy most of the days since the ************* units have not really had to do a lot of hard work until this last week & maybe only a few other days in the last month.Yesterday (only 6 weeks from service) we noticed a drip line leaking outside. Enough leaking to call our attention to this. The drip pans under the inside units are completely dry. The filters are new & clean. There are no systems issues, there are no faults on the thermostat, everything is running fine. It's apparent that the primary line needs to be blown out, or similar, & was not done - or done correctly - during the most recent service.Reliant stated that they would communicate with us so that we could send our technician the pictures and videos of the leaking line. They never did.Reliant called us back today to schedule the service but stated they would verify to me that there was no charge. They never called us back. Then they sent a text to us to inform us that their tech was on the way. We called Reliant to verify that there was no charge & was then told that "*******" (supervisor) stated that we will be charged a trip charge & have to pay for this service that was not done by their tech in training and trainer during our recent annual service. We couldn't speak to "*******".Reliant just needs to come blow out the lines that they missed!!To note: Reliant installed our units when we built our house 8 years ago and has performed all service, maintenance, repairs and replacements this entire time. We have been an ongoing ********* member, as well.

  

  Business response

  07/12/2024

  Reliant Air Conditioning agreed to run the job for the customer at no charge. The service call was completed on July 11, 2024. This matter has been resolved. 

  Customer response

  07/16/2024

  Please disregard our BBB complaint for Reliant Air Conditioning. Although the supervisor ("*******") was quite condescending & intentionally argumentative, Reliant did send a technician out today at no cost to us. Actually, it wasn't until I went to ************ before they attempted to remedy the matter & finally agreed to send someone out at no cost to us. They have resolved the issue caused by their failure to complete tasks when they performed our routine maintenance 6 weeks ago.
  *********************
  

  
  

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was built in 2012,used as a model home till we purchased it in 2019.Reliant air installed the **** system 2012.We had Reliant out in excess of 6 times trying to resolve a temperature variance in a bedroom to no avail. In June 2024 we had reliant come out for the same problem with our guest bedroom,we were informed by the service tech that the cause of the problem was the size of the air duct to that bedroom was to small in diameter and needed to be corrected! Two days later after I placed 3 calls to their customer service Mgr ( ****** ) she told me that the system was out of warranty and it would cost $415.00 plus a $69.00 service call to correct the original installation problem!!

  

  Business response

  07/12/2024

  Reliant Air Conditioning agrees with **************** that the **** equipment was installed for the builder, ***** Homes, back in 2016. The house was used as a model home until **************** purchased the home in 2019.

  
  At the time he took possession of the home, no labor warranty existed with Reliant Air Conditioning. We have sent technicians out to the home as a courtesy to the customer back in 2020; the last of the visits occurring on 8/13/2020. No additional issues were reported, and the issues was deemed resolved.

  
  The customer has recently reached out again asking if we would reassess the system. Reliant advised **************** that he does not have an existing warranty and would need to charge a diagnostic fee for the service. The customer disputed the charge, and as a result we agreed to reduce the price to $69. *************** verbally agreed to the price on a recorded call. Reliant Air Conditioning has provided our recommendations for some duct modifications and quoted a price of $415 which we feel is a fair price for the work needed. As of today, *************** has not paid for the service completed.

  
  Reliant Air Conditioning has serviced the customers home in good faith and has gone above and beyond by providing courtesy visits regardless of the fact that he had no existing warranty with us.   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reliant Air Conditioning replaced our entire HVAC system. Two new units plus duct work. It is now summer, and the air flow upstairs is not working properly. On inspection we see that the ductwork for second floor has two tight, right angles. This is obstructing air flow, and upstairs rooms are not cooling. Reliant agreed to send a person to look at work for a $99 fee, but said most likely any fixes will not be covered, because two much time has passed. The installation has done as part of the full remodeling of the existing house. We have only been living in house since the fall, and so this is our first summer, and first reason to see something was wrong.This is a brand new system, that was not installed correctly, and I would like Reliant to fix the work the originally did.

  

  Business response

  06/28/2024

  We apologize to ********************** for the inconvenience experienced as a result of the workmanship issues related to the installation completed in May 2023. Reliant Air Conditioning has refunded the diagnostic cost for the service run on June 24th and have agreed to correct the air flow issue caused by the faulty ductwork. The repairs are scheduled to be completed on Monday July 1st. We appreciate his patience and are thankful he has allowed to provide a resolution. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have AC Systems at my house from Carrier, and they are under warranty. Last week I found some issues (AC is not working properly, taking too much time to cool down, because fan is not working). I called Reliant (Authorized Carrier technicians) and they said its $99 for labor and checking. A technician came and did the inspection and charged me $99 for labor and $461 for the parts. I told him that I am under warranty and the parts are free. Then he made me convince that its the pro-rated charge for the parts and the parts are not 100% free under warranty. I paid the amount and next day I clarified this with Carrier customer service person. She said the parts are 100% free under warranty and instructed me to call Reliant and ask them to reimburse the money they charged for parts. When I called Reliant they were not cooperative and reluctant to pay back the amount for the parts. They agreed to pay 20% of the money as a settlement. I did not accept this resolution, thinking they might be doing the same to many of their poor customers like me. I called back Carrier customer service and explained the situation and they said they are helpless and instructed me to register the complaint at BBB. So I request you to take action and stop Reliant from taking money from their customers illegitimate ways. Thank You

  

  Business response

  06/17/2024

  Reliant Air Conditioning apologizes to ************** for any confusion or misunderstanding regarding the cost associated with the service completed on 6/1 and 6/7.
  ************** is outside of his labor warranty; however, he has a parts warranty through the manufacturer. Since he does not have an active labor warranty, a diagnostic fee of $99 is charged for the initial service. Once the issue has been determined, the customer is provided with an estimate which includes the needed repair(s) and the cost for a licensed technician to complete the service. ************** was provided with an estimate at the time of the service and was sent a copy by email. ************** approved the needed repairs and the cost to complete the work. After the service was completed, ************** called in to question the price. We reassured him the price for the service was accurate.The line items on the invoice reflect **Use only when the part is covered under Manufacturers Warranty** this ensures the customer is not billed for the part.In good faith we offered the customer a partial refund which he declined. This matter has been researched and Reliant has confirmed the prices assessed are accurate and the price was agreed upon by **************. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello,Recently we had hail Damage on our roof and filed a claim through our homeowners insurance company which resulted in a full roof replacement. When he roofers came out and the aC repair company came out the found that antifreeze line was not properly installed. And unfortunately was hit during the process resulting in us the homeowner paying out of pocket for the company mistake. We are already coming out of pocket for the roof but now For for a AC that was not properly done! I called reliant and the container service rep said they wont reimburse me they house passed inspection which everyone says its not . They also said they can inspect it for 99 Dollars . She wouldnt let me speak to a manager she spoke to our AC person ( his contact information is Air repair pros contact number ************ ) name is ********************* who said he would vouch for us.

  

  Business response

  05/07/2024

  Reliant Air Conditioning is deeply sorry to hear of the situation Mr. ***** ********************* are experiencing. We installed the **** system in January 2019 as a subcontractor for their builder, *****************. As part of their (***********) process, the builder inspected our work, and the City of Little Elm completed an inspection to ensure everything was done within code. The City of ********** approved our work. In instances were a violation is identified,the city will Red Tag the work and would not allow the sale of the home to be finalized until such violations are corrected. The city did not identify any violations on their home.
  Additionally, an 11-month inspection is generally completed by a third-party inspector to identify any issues before the homeowners one-year warranty expires. No issues have been brought to our attention.
  ********************* contacted our office on 4/29/24 to notifying us on of the situation. During the call the phone agent was working closely with her immediate supervisor to address the customers concerns. At no point did the agent refuse to escalate the call, nor did the supervisor refuse to take the call. In most instances our front-line agents are trained to handle the customer concerns. What was conveyed to ******************* is that when the system was inspected, there were no issues identified, nor has there been a report of an improper installation. We offered to send a technician to evaluate the situation,however a fee of $99 would be assessed since the customer was outside of the warranty period. As an alternative, ********************* provided photos from a third-party **** company. The photos were reviewed by our management team; we have not identified any issues of an improper installation.
  It is unfortunate that this issue occurred; however, Reliant Air Conditioning assumes no fault in this matter.  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new AC/heating system from Reliant air conditioning 3 years ago. To date it has NOT been installed properly nor fully installed. I was sold a unit that was not right for my home and they knew that. I was never advised of this til recently. I made every attempt to get this system removed from the first month I had the system. I was on a first name bases with the supervisor at the time. Thats how many times i called. Reliant sent MANY techs out several times and finally 1 tech advised the Supervisor that i was not making this stuff up and THE SYSTEM WAS INSTALLED WRONG!. Even after that... i was calling and calling and calling. NO ONE ever fixed this system properly. After a huge blow up with the NEW supervisor, they quit servicing my area. I only found this out when i called for service. Amazingly they service every city around mine and i have seen their trucks in my city thus i believe they just quit servicing me instead taking responsibility for their bad, unfinished work. From the beginning i asked them to just take the system out and put a different one in and they said NO! From the first month to when they quit servicing me i have asked to speak with or get contact info for Owner. I was told NO! I have been told everything that Reliant wont do for me. I reached out to ****** and they sent a supervisor out and he is the one who told me the system is installed wrong because the system isnt right for the wiring I have. NOW come on! someone needs to fix this and now. i am paying on a sytem that does not work properly and isnt right for my home. I want to speak with the owner. I want the owner to come out to my house and see this himself. I dont want to deal with anyone except the owner. His people have done wrong by me and i have had enough. MY file at Reliant just happened to be deleted when they were transfering to a new OS. Amazing! I have ALL the paperwork here in a file. Thank you.

  

  Business response

  01/22/2024

  This past summer Reliant Air Conditioning and ****** agreed to install an upgraded heat kit for *****************. On May 3rd *****************************, the ****** Representative, sent an email communicating that the repair would be completed at no cost; however, there was some electrical work that needed to be done on her end before we could do so.  ****************** provided the specifications to provide the electrician to ensure the ******************* home has the proper amperage to support the new heat kit. The expectation was ***************** was to notify ****** and Reliant Air Conditioning when the electrical work was completed, at which point Reliant Air Conditioning would complete the repair.As of today, we have not heard back from *****************.
  
  Reliant Air Conditioning has attempted to contact **************** today, January 22, ****. A voice message was left, and we are waiting for a response.
  
  I have attached the email sent to ***************** in May 2023.

  

  Business response

  01/22/2024

  The file did not appear to load. I am attempting to load the message again. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Minisplit air unit at their advice to replace a geothermal unit that they could not ( or were not interested in ) replacing It ran fine for about 4-5 months, then started experiencing problems including a freezeup in January. No one responded to my calls .IN late May, early June, it starts leaking and continued to leak for weeks util they finally responded. The damage by water was extensive into ceiling, walls and closet below unit, and room below. After 6 weeks dealing with them, mold became an issue and was pervasive. When they finally threw up their hands and turned it over to their liability insurer, ***** , mold was pinwales, floor and sheetrock everywhere.***** recief problem on July 14, and did not even get around to responding until after Labor Day. Then they refused to do anything about mold , saying it was not part of their contract. I spent my money ($1200.00) TO HAVE MOLD PROTOCOL done , then got bids from ****** to *******, I went with the lower bid and they were exceptional, but now I am out $4300.00 plus much angst dealing with what should have been taken care of by Reliant. They keep putting off saying boss is out of town, etc, but then no one calls when he supposedly returns . After much trouble with ***** and their failures, I finally got them to agree to do the repairs, but they will not issue a check until I sign off on all responsibility o them and Reliant. I cannot do that until Reliant does the CORRECT thing and pays me back for the damages I incurred. I had hired lawyer at one point,but did not proceed since Reliant and ***** insisted that they would do the right thing. Now, SIX MONTHS later , nothing has been solved except what I paid for. Now , I must repair all the damage sheetrock, walls, floors and rebuild rotted cabinets.Rl]eliant came out and removed the mini split, and just let us with no unit . Now we do not even have the a/c. that I paid ******** have called twice to replace.Look like Litigation is in order,

  

  Business response

  11/28/2023

  As of the time of the complaint, Reliant Air Condition had already offered a resolution to ********************** to remedy the matter.
  
  Reliant Air Conditioning contacted ********************** on November 6th to inform her we agree to cover any out-of-pocket expenses related to the water damage not covered by the insurance claim. On November 8th,Reliant returned to their home to fix a leak in the refrigerant lines and to temporarily remove the mini-split system to allow the remediation work to be completed. We have a follow-up job scheduled for today, November 28th,to reinstall the mini-split and new indoor head. The technicians are bringing a check in the amount of $4300 along with a release form for ********************** to sign agreeing the matter has been resolved. 
  
  Reliant Air Conditioning has worked with ********************** in good faith to provide a resolution we feel is acceptable to both parties for this unfortunate circumstance.  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 2, 2023, Reliant AC Tehncian ************************* arrived to our house to work on our AC unit to replace condensor coil and said both Condensor and compressor coil needs replacing (after we insisted to check compressor as our own 3rd party AC tech said compressor is corrupt as well); I then explained to ******** in office that we are debating if it is worthy enough to replace bits and pieces if we are not going to get a 10 year warranty on items, as a brand new unit with 10-year warranty could only cost me $3400 to replace. When asked about the warranty, she reviewed some documents and explained that I would get 1 year labor warranty on condenser coils and compressor coil and 10-year manufacturers warranty on condenser coils and compressors. Accordingly, I gave an OK to proceed with installation. However, about 1.5 hours later, ******** called back to say that I have 1 year labor and 1 year manufacturers warranty for all items and she provided wrong information before. By this time, all parts were replaced. I expressed my displeasure with this and explained that I feel that I got cheated by providing wrong information influencing my decision and that I was not happy to paying for this and asked supervisor to call me. Then, I received a phone call from *******, Supervisor and again I informed all of the above. I told him that I was not happy with services provided and felt cheated as I could have replaced an entire new unit for Unit 1 for $3400 and asked why Reliant AC does things in bits and pieces and charges multiple times and had missed identifying Compressor issue in Unit 1 Then, I suggested to provide me one of the 3 options:Do not charge anything for Unit 1 Provide me 10 year warranty for items for Unit 1 as reported to me Provide me in writing that you would replace Unit 1 free of cost when it gets corrupted in future. They did not agree to any of the above and forwarded to collection agency and I got call from collections on 10/11/2023.

  

  Business response

  11/01/2023

  Mr. **** contacted Reliant Air Conditioning regarding his system not cooling. On May 24th, 2023, Reliant Air Conditioning completed a diagnostic and determined two of the four condenser coils on his home were leaking refrigerant. We informed Mr. **** that he was just inside his Manufacturers parts warranty, which was set to expire in May 2023. He was quoted the warranty price of $2660 and was offered our preventive care service which would give a 20% discount on the repair. The customer approved the repair along with the ********* Membership; the final amount quoted was $2128.
  On the follow-up visit (6/2), Mr. **** expressed his concerns about possible issues with the compressor in addition to the coils. After replacing the coils, our technicians tested the system and found the compressor on one unit was bad. We communicated the same to Mr. **** at 9:56 AM and quoted the warranty cost of $1334 even though the warranty had expired. During the conversation Mr. **** asked about the warranty on the repairs and was given inaccurate information; he was told he would receive a 10-year manufacturers parts warranty. Mr. **** also shared his feed back that he wished he had known of the additional repairs ahead of time. To which we informed him we can provide a quote for a new system. Mr. **** elected to repair the compressor and approved the cost. Reliant Air Conditioning was able to source the part and install it during the same visit.
  Reliant Air Conditioning identified the errant information given and immediately called Mr. **** to correct the errant information given.We explained that we were not able to honor the errant information due to the fact the parts warranty is provided by the manufacturer. As an alternative option Reliant Air Conditioning offered to apply all monies that would be paid towards the purchase of a new system and further work with him on the cost; Mr.**** declined. As an alternative option, Reliant Air Condition, in good faith agreed to deduct the cost of the compressor.  The total cost of repairs prior to any discounts would be over $6000; Reliant Air Conditioning is only asking the original cost $2128.Reliant Air Conditioning feels that we have made satisfactory offers to resolve this matter. Additionally, the discussion regarding the warranty did not take place until after Mr. **** approved the cost of the repairs for the coils and the work was completed. The warranty discussion was not brought up until the issue with the compressor was identified.  

  Customer response

  11/09/2023

  I am rejecting this response because:   

  1. Reliant ** is blatantly lying that that I did not bring warranty discussion before replacing coils. They have it in the recorded phone call and BBB should request Reliant ** to provide the phone call discussion with the time line. The first thing I told the technicians when they arrived on 6/2/2023 is that: Reliant ** failed to identify the issue with compressor during the initial diagnostic done on May 24th (as a third party ** technician identified compressor issue as well) and asked the technician to check compressor first and let me know what the cost to replace it. Then I called the office to notify the issue with compressor and told the office staff: I am debating if I should replace condenser coil and compressor vs. getting a brand new unit as brand new unit (where I will get 10 year labor and manufacturer's warranty) will only cost $3500 from a third party to install. That's when I asked about the warranty provided for these replacements. The office staff (*************************) informed me that I will get 10 year manufacturers parts and labor warranty and asked her to send the documentation to support that and in good faith since she confirmed 10 year warranty, I agreed to replace both condenser and compressor and told the technician. But after replacing the parts, I get a call from ************************* in the office that she misinformed about 10 year warranty and I will only get 1 year warranty. This is despite me making it very clearly that I am debating whether to replace both vs. getting a brand new unit where I will get an automatic 10 year warranty. Who would choose to do things in bits and pieces and pay more money for 1 year labor and manufacturer's warranty. Reliant ** is blatantly lying and replying back in BBB to their advantage since I am sure they will not provide the phone conversation which they record. 

  2. I spoke to *******, supervisor and ******* on 6/2/2023 and informed them that I was not happy as they misinformed me and installed something that I had not wanted and providing me only 1 year warranty and accordingly asked to do one of the following: 

  -Remove the installed condenser and compressor as I was cheated ( they refused to take back installed items on the same day)

  -Do not charge anything for Unit 1
  -Provide me 10 year warranty for items for Unit 1 as reported to me
  -Provide me in writing that you would replace Unit 1 free of cost when it gets corrupted in future.

   

  They did not do any of the following and in fact, there was no communication about this by Reliant ** for 3 months until ******************************* called me on 08/30/2023 about pending amount despite me emailing about my displeasure about cheating me on this. 

   

  3. Reliant ** says "As an alternative option Reliant Air Conditioning offered to apply all monies that would be paid towards the purchase of a new system and further work with him on the cost; Mr. **** declined" 

  This is incorrect and made-up comment. This was never discussed. Where is the documentation for this?

   

  4. Reliant ** says "As an alternative option, Reliant Air Condition, in good faith agreed to deduct the cost of the compressor.  The total cost of repairs prior to any discounts would be over $6000; Reliant Air Conditioning is only asking the original cost $2128"

  The cost of replacing parts in the ** with Reliant ** is over $6000 and the cost of installing a brand new ** unit that could be installed via any good ** company is about $3500. This itself proves that Reliant ** overcharges the customers significantly and is trying to make a bargain quoting higher amount of $6000. Anyone in the field of ** would know that is a rip-off. It is sad that Reliant ** would rip-off its hero-club members. 

   

  In summary, it is a clear case of cheating by Reliant ** and Reliant ** trying to explain things to their advantage in their response and lying about the timing of the warranty information. Provide your recorded phone call for proof.  It is pretty obvious from the amount quoted and conversations, that Reliant ** cheated me. 

   

  

  Business response

  11/17/2023

  Reliant Air Conditioning identified the condenser coils needed to be replaced during the service completed on 5/24/23. Mr. **** was provided with a copy of the estimate at the time of the service; the cost of the repairs were quoted at $2128.00.  Mr. **** signed off on the estimate showing he acknowledged the repairs needed and the cost. I have included a copy of the estimate.

  
  As a result of ************** approval, Reliant Air Conditioning expedited the order for the two coils and arranged a special Saturday appointment to complete the replacement of the coils. During the summer peak season, we do not typically complete these types of repairs on the weekend; however, given the circumstances of the customer having 2 systems down we made an exception. When our technicians arrived Mr. **** informed them he was going out of town, and he would not be available for the appointment. The job was rescheduled for **** 2nd.

  
  On **** 2nd, our technicians arrived at 7:57AM.During visit, Mr. **** did inform the technicians that he had some concern with compressor; however, Reliant would not be able to test the operation of the compressor until the coils were replaced. The system needed to be fully charged with refrigerant before we could test the system. We completed the work based upon ************** initial approval. It was not determined the compressor was bad until we tested the operation of the system. Mr. **** was notified the compressor was bad at 9:56 AM.This was the same timeframe in which Mr. **** was given some incorrect information. Reliant is of the contention the coils were replaced in good faith with the approval of Mr. **** as confirmed by the estimate he approved. Furthermore,Reliant offered a satisfactory resolution by replacing the compressor at no additional cost. 

  Customer response

  11/25/2023

  I am rejecting this response because:   

  1. Firstly, during initial inspection on 5/24/2023, Reliant ** failed to identify that the compressor in Unit 1 is corrupted and instead misinformed me that only the condenser coil and capacitor were corrupted. That itself is a big error on the part of Reliant **. I later found out by hiring another ** technician that compressor in Unit 1 was also corrupted and hence, Unit 1 had a corrupted compressor, capacitor and condenser coil. Reliant ** missed it and cherry picked and gimmicked me into getting only capacitor and condenser coil replaced when the condenser coil in the same unit was replaced only less than 2 years ago. Any sensible person would think of getting a brand new unit as opposed to replacing bits and pieces when so many things were corrupted in an ** unit. Reliant ** failed to identify problem in compressor.

  May 24th 2023- Technician ************************************* came and reviewed and said, capacitors and condenser coils for Unit 1 and Unit 2 have been corrupted and need replacing. He informed still under warranty.  Informed Unit 1 had condenser coil replaced only less than 2 years ago (I had $1305.33 for replacing condenser coil for Unit 1 less than 2 years ago)
  He replaced capacitors for Unit 1 and Unit 2 the same day and charged around $550 (No receipt received till date). Also, ********* suggested and enrolled me for ********* for all 4 units and charged ~$615 but no receipt was received till date for the ********* membership. 
  Condenser coils for Unit 1 and Unit 2 ordered and informed me it would cost around $2200 and estimate never sent to me although requested to be sent. 
  
  May 27th - Technician ********************* showed up without any prior notice (we did not schedule this) but we were informed we are going out of town shortly and informed that we will reschedule. Rescheduled for **** 2nd.

  2. Just showing up without any prior notice on a weekend does not mean that you are going out of the way and helping the customer. You are showing up because, you want to get your job done and gimmick me, period. Showing up without prior notice ????

  3. Just because I initially agreed to replace the condenser coil, does not mean that I can't withdraw or stop you from working on my ** unit. You did not do your job correctly during initial inspection and identify all issues with the ** unit and instead chose to do things in bits and pieces and rip the customer, by failing to identify the issue with compressor and providing misinformation about length of warranty provided so that you can gimmick me into this scam. I informed immediately after technician arrived on **** 2nd, 2023 that compressor is also corrupted and according wanted the technician to check. Saying that I initially agreed and hence you guys forced me because of this and replaced them is shameless 

  4. I disagree that compressor can't be checked until after condenser coils are replaced. It can be checked and it was checked by another ** technician hired by me and reported to be in fault. So, Reliant ** claim about this is incorrect and shows that they are only interested in tricking the customer and ripping off the customer by doing this. It is a well known thing in ** maintenance world, that compressor can be checked without having to replace condenser coil

  5. Just lies after lies by Reliant **. You should be ashamed of calling your company, "Gimmick free since ****". You are actually quite the opposite and full of gimmicks as proven here. 

   

  The only solution to this issue is:

  1. Refund the 90% of the amount $2128 that has been paid by me. 10% can be kept by Reliant ** due to only 1 year out of 10 year warranty (that was promised upon questioning) was given. 

  If you do not agree to this, I will proceed with filing a legal case in small-claims court and will claim for this and compensation for my time and legal fees for a total of maximum allowed amount of $10,000 for all that I have gone through.  In addition, Reliant ** will be reported to ***************************** & Regulations for violation and will be subjected to a fine of $5000. 

  

  Business response

  12/18/2023

  Reliant Air Conditioning has acknowledged incorrect information has been given; however, the error was not made until after the initial work (replacement of the coils) had been completed.

  
  Reliant Air Conditioning also understands that the customer has every right to change their mind or go a different direction after a job has been started. Mr. **** was informed we can have a Comfort Advisor out to provide an estimate for a new system during the same call in which the errant information had been given. He declined the offer.

  
  Reliant Air Conditioning has acted in good faith to provide a resolution by the waiving the cost for replacing the compressor ($1330). Reliant Air Conditioning has not agreed to ************** terms of accepting $212.80 in lieu replacing the coils. We stand by our work; if we make an error, we will do our part to provide a resolution. Reliant Air Conditioning feels that we have satisfactorily provided a resolution.  

  
  We have been notified by the **** a complaint has been filed.Reliant Air Conditioning has provided the same details and documentation to the address complaint. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a/c unit 03/2021.spent $15,000 for install still paying on payment plan.continued failure of multiple parts and continue to receive failure codes.First blower motor went out the second day 3/04/2021 I had the unit. Have received outside unit communication failure dozens of times. Code 179 Was told eventually the fix was to bypass the outside surge protector I was told had to be installed because of regulations. last year 2022 had to have heat pump replaced.This year had to have second blower motor replace $375 for labor in July which it took over a week to fix.Today 9/22/2023 was told condensation building up on 60-amp breaker and before mentioned heat pump has issues.Reliant know all that has been done on what was sold as a top-of-the-line unit.

  

  Business response

  10/10/2023

  We certainly empathize with the level of frustration expressed here by ************. We would also point out that Reliant has been immediately responsive to calls for service along the way. The cost to Reliant is significant, not only in paying technicians for several follow-up warranty visits, but also our image and reputation with *************
  
  There are two separate issues at play in this case. The first had to do with the installed line voltage monitor, model ICM493. It is a third-party product which the manufacturer mandated to be installed in conjunction with the system. The second has to do with the buildup of moisture in the indoor section (air handler) that completes the system.
  
  Line voltage monitor:
  Model ICM493 is designed to provide over-current protection in the event of weather or power grid events causing line voltage inrush more than 10% over equipment line voltage specifications. The issue turned out to be that the main connection relay was becoming superheated at three or four in the afternoon when direct sunlight bore down directly on the device and simple heat expansion was causing a temporary open in the line voltage circuit and so generating the code 179. Because the device is adjustable a similar event can occur due to setup not being completed properly and thus the technicians were chasing that possibility in lieu of the ultimately determined cause. This resulted in multiple service calls before the Service Manager gave directions to bypass the monitoring device. That did prove to resolve the code 179. Incidentally, the manufacturer lifted the requirement for the ICM493, a few months after this installation, due to separate incidents causing undue nuisance to consumers.
  
  Moisture buildup in the air handler:
  The air handler has been checked and double checked to ensure the system operating parameters are correct, including, among other things, system charge and air flow settings. Even so, we continue to witness moisture buildup that we wouldnt expect to occur and were even forced to replace the electric heat kit which was compromised by the moisture.
  
  Again, we recognize that this falls quite short of what any customer would likely expect to experience after having invested in a new top of the line HVAC system. Our intention is to now involve the manufacturer, Carrier, to provide direction on how to resolve the issue with the moisture buildup.
  
  We will be following up with ************ as soon as weve addressed this with Carrier technical support and corporate representatives.
  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Reliant air conditioning to give me an estimate on replacing my 4 hvac units. ***** came to my house and gave me an estimate on July 7, 2023. While walking around the attic he broke a pipe on the attic floor. He notified me of this damage and then called someone to come fix the damage. Two men arrived at my house and went into the attic and told me they repaired the pipe. Subsequently, I noticed extreme water damage on the ceiling of my daughters bathroom and even on the ceiling on the first floor below the bathroom. There was evidence of water staining on the wood in the attic right next to the pipe that ***** had broken.I contacted ***** about this issue and provided pictures of the damage. I got a call a little later from somebody named *******, who claimed to be a manager at a Reliant. She denied that ***** caused the damage and claimed that Reliant wasnt responsible, even through ***** broke the pipe. That is not in dispute. ******* then asked me to send pictures and she would get back to me. I provided the pictures to Reliant. I have sent several follow up emails and no follow up response has come from Reliant.I understand that accidents happen. That is what happened in this case. ***** broke the pipe and it resulted in significant water damage to my house. I am requesting that Reliant act ethically and pay to repair the damage caused by a representative of their company. That is what a good company should do and that is what I expect Reliant to do.

  

  Business response

  09/26/2023

  On July 10th, Reliant Air Conditioning spoke with ************** regarding the damage that occurred during the on June 7th consultation appointment. On that same day, Reliant provided our contractor photos of the damage along with ************** contact information to schedule the repair. We have received confirmation from the contractor the work was completed. We have not heard from ************** since that conversation; Reliant was of the belief that this matter had been resolved. I have reached out to ************** to follow up regarding this matter but had to leave a voice message on two separate occasions. 

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