ComplaintsforReliant Air Conditioning

• 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. 

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In March of 2022 I notified Reliant Customer Service that I was NOT renewing my service package and was assured it would not be charged again to my credit card. In October of 2022 I received "text messages" that it was once again time to schedule service. I called Reliant Customer Service and was advised they showed my "account closed". On Nov 15, 2022 my credit card was charged $360.00 for auto renewal. I called and was advised it only showed I called in March. I asked for a manager and was denied. The lady would not give me the manager or his supervisors name or contact info and said " they will not call you back, they will just take care of the charge". I advised I'd been told that twice before. No contact info for any company reps so you are forced to deal with a call center. The call center lady was polite and obviously following instruction. She finally said she was immediately e-mailing her supervisor to resolve the issue and would copy me. As of this writing I still have not received the e-mail she was "going to send immediately".

  

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/11/17) */ I spoke to Mr. ***** today and advised we cancelled the Hero Club Membership per his request. A full refund in the amount of $360.00 has been processed as of today, 11/17/22. Consumer Response /* (2000, 7, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They called and stated refund had been completed

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a maintenance check on my Carrier air conditioning unit performed on May 24, 2022 by Reliant Air Conditioning, the technician found the insulation on the access panel had been sucked off the panel, leaving only a thin layer of the fiberglass insulation still attached to the panel. The technician did not notify me of the problem; I discovered it later. Reliant initially refused to correct the problem, claiming it was a labor issue which had exceeded the one-year warranty period. After I pointed out this was a material defect covered by the 10-year warranty, a technician glued the separated part of the insulation to the panel and secured it with tape. Reliant Comfort Advisor Toby S****** told me he would contact Carrier Corporation to replace the defective panel but parts are not available at this time due to supply chain issues. He promised that Reliant would secure the insulation with additional tape in mid-September. I have had three conversations with Mr. S****** regarding this issue. He promised that a scheduler would contact me to set up an appointment, but as of this date I have had no response. The failure of the access panel insulation poses serious safety and health issues for two reasons. 1. The suction generated by the blower motor is strong enough to detach the insulation from the panel and can pull fiberglass particles into the air stream which can get into a person's lungs and cause permanent damage. 2. The aluminum foil cover of the fiberglass insulation can be sucked into the wiring or into the fan motor and cause an electrical fire. For these reasons, I request that the defective panel be replaced with a redesigned part and that satisfactory temporary repairs be made pending the receipt of a replacement panel. This should be done without charge to the consumer as part of the 10-year warranty for the unit. Immediate action is needed to forestall potential electrical fires or lung damage to consumers.

  

  Business response

  12/27/2022

  Business Response /* (1000, 5, 2022/10/13) */ Reliant reached out to Mr. ****** on 10/13/22 to schedule date to complete a temporary repair until the replacement furnace door has been received. We have left a voicemail for the homeowner and are waiting for a response to completed the service.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: May 12, 2022 Cost: $750.00 We are currently under a home renovation. We hired Reliant to install ventilation ducts for our vent hood. They received the spec sheet for our vent hood. They installed a 6 inch duct from kitchen, through the walls into the attic and to roof on May 12. We had another company frame, sheetrock, and paint where the duct work was installed. A few months later, when the vent hood company came to install the vent hood above our stove, they informed us that the duct installed was the wrong size. For our vent hood it should be a minimum of 10 inches in diameter. They had to rip out all the sheetrock, framing, and remove all duct work installed by Reliant. They then had to install the correct size duct, reframe, sheetrock, and paint again. I tried calling Reliant and left a detailed message with an employee as to the issue and asked only for the $750.00 refunded. I did not ask for the additional duplicate cost of sheetrock, framing, paint, and labor to fix their error. I gave a couple weeks time for Reliant to call me back. They did not. I then found an email on their website and emailed them the same compliant asking for the refund. To date, they have not responded. I feel we have given them adequate time to respond to my compliant and request. My last option was to file this compliant in an effort for a $750 refund from Reliant for their error in installing the wrong size ducts in our home. It was a big inconvenience and I am disappointed that Reliant did not call or email back regarding this issue. We have spent over $20k with Reliant in the past and this is terrible customer service for a seasoned customer.

  

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/09/29) */ I spoke with Ms. ***** today, 9/29/22. Reliant has agreed to issue a full refund for the service completed in May and June of this year. A refund in the amount of $750 has been issued back to the credit card we have on file.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, 9/1/22 my air condition unit stopped working. I called Reliant Air considering my property is a new construction and DR Horton has a warranty with Reliant Air. Reliant Air stated they will have a technician come on Friday. I called around 8am on 9/2/22 (Friday) and was told there was no technician scheduled to come help. I reiterated to the agent that I have 2 children living with me and my in home temperature was reaching 90 degrees. The agent promised an tech to visit later that day. At approximately 12pm, I called again and was told that the tech got sick and no one would be able to come help. I requested the issue to get escalated. In the meantime, I called other companies and they declined to help considering DR Horton has a warranty agreement with Reliant Air. I called again on 9/3/22 to see if a technician can be assigned and was advised there was no guarantee. My wife called again and spoke to an agent and was able to secure a technician to come help. At approximately 4pm, a technician came to my home and stated the fan was not working and another one has to be ordered. They recommended I call back on Tuesday. I called Reliant Air again on 9/6 and spoke to an agent 'Leila' and confirmed that the fan was ordered but it was 'back ordered'. When I asked for an ETA, she was very rude and said ' I don' know, its just back ordered'. I asked to speak to a manager, she initially hesitated and said they wont be able to help. I advised that I would file a complaint with the BBB and she put me on hold and transferred my call to a voice message. I left my information and still have not received a call back. Its currently 9/6 and I have been without A/C since 9/1 and Reliant is not showing any urgency to help. Other companies have expressed that they can help and have the part needed to fix the issue but they cant come assist because of some warranty agreement that Reliant has with DRH. Since my kids have gotten dehydrated due to the extreme heat . Help

  

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/09/08) */ Reliant Air Conditioning completed a diagnostic on 9/3/22 and determined the blower motor had failed on Mr. *******'s system. Our office was closed to honor the Labor Holiday. The part was ordered on 9/6 and received on Thursday, 9/8/22. The repair is scheduled to be completed on Friday, 9/9/22.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was part of the "hero club" which means I was enrolled in a yearly subscription for servicing on my AC unit. I had canceled a year ago and had not had any service since but I was charge the renewal fee. They knew not to come for any service but forgot, not to charge my account. I did reach out twice about getting a refund since I had canceled, also not used their service but have not been able to get anyone to call or email me back giving me a status of my cancelation. The ladies who answer the phone are very nice and say they are forwarding to management but as of now I have not heard from them. I never received any receipt or email confirmation for this charge, seems like they were hoping I would not have noticed this charge. Seems very sneaky, this confirms my suspicions of reliant of being a shady company. My next step is to get with my bank for a dispute a non authorized payment.

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/08/18) */ Reliant Air Conditioning received a call from Mr. ********* on 8/16/22 requesting his Hero Club Membership be cancelled. On 8/18/22 the Hero Club Membership was cancelled and a full refund of $235 processed. Mr. ********* was informed by phone the refund was processed and will take 1-2 business days to receive. Reliant Air Conditioning does not have any record of receiving a prior request for cancellation.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I built my home in 2018 in Rockwall Texas. Reliant Heating and Air installed the AC's for the entire housing edition. Two years after we moved in our AC went out on our brand new home. I called Reliant heating and Air and they said the AC was under warranty but the labor warranty had expired. I reluctantly paid the $1000 for the new coil replacement. Fast forward 1 year and a couple months and that unit failed. I called Reliant once again to come out and again they made me pay $1000 for the replacement coil on April 13th 2022. Now in the 50+ days of 100 degree heat the 3rd unit has failed, 3 months after installation. Reliant has taken zero responsibility and told me that I had to pay for diagnostic and then whatever labor afterwards. I've repeatedly tried to contact the senior leadership with no response. It's 100+ degrees and one of the largest AC installers in the DFW area is taking advantage of homeowners and refusing to have the managers reach out to me or even come out and inspect what their installers are doing. Please help me, I just spent 700 dollars on portable ac's to try and keep my family safe while they take their time getting someone out to an emergency problem. My 70 year old Disabled Vietnam Veteran father lives with me as well. This has taken a toll on my family and Reliant does not care. Thank You **** ***** XXX-XXX-XXXX ***************************** XXXXX

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/28) */ Reliant Air Conditioning has scheduled an appointment for Friday 7/29/22 to complete a free diagnostic on Mr. *****'s system. If the results of the diagnostic determine the issue is related to the repair completed on 4/14/22, Reliant Air Conditioning would replace the defective part at no cost under Reliant Air Conditioning's workmanship warranty and in conjunction with Carrier's manufacturer warranty. Consumer Response /* (2000, 7, 2022/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Reliant did come out at no charge and did an extensive evaluation. The tech determined that the cause of my issue was the capacitor. However this could have been resolved back in April of 2022 when there was 2nd coil failure. The outside unit should have been completely replaced after the 2nd coil failure. This is a known nationwide issue that Reliant has complete knowledge of however they chose not to completely fix the problem instead they just put on a band aid. There are numerous litigations surrounding this Carrier unit throughout the United States and Canada. Reliant chose to turn a blind eye and "fixed" the situation. Reliant should be at this point replacing my entire outside unit, instead of "repairing", after repeated issues. I have video of the tech on March 31st 2022 stating that " I thought we cycled through all of these units. I never thought I'd see another one of these". Continued support from the BBB is not needed in this matter. I will continue to pursue this matter through the Attorney General's office and the TDLR. Thank you to the BBB for your support in this matter.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After getting a new system installed last year, I setup a monthly payment plan for future maintenance. The first monthly payment was March 2022. However, I was also charged the annual amount, $360, in April. I did not notice this until June. I called them on June 17 to request a refund of that charge since I am paying monthly ($30). I was told a supervisor would need to approve this, but they would get this process started. On June 28 I noticed the refund had not come through. I called again to check on status, but they could not reach the supervisor at the time. They were going to send a message. I called again on July 1. They were able to tell me that a different supervisor was involved now. I was told they had other tasks today but believed they could get this processed that day or the following day. They told me the supervisor would also be in the next day (Saturday), so they would take care of it that next day at the latest. I called on July 7. I am not sure if it was a different supervisor involved, but I was told they will get this processed. I was told it could take 3-7 business days for it to reach my account. I have been a customer to this business for over 5 years. They installed a new system in a prior house and then again in a different house. In addition to these two installs I have used them for regular maintenance. This is the first time I have experienced this billing issue. While I appreciate the staff performing the installation and maintenance work, this experience gives me pause to consider a different company for service. I am glad I was able to catch the mistake, but it has taken too long for them to address it. At this point, simply refunding the incorrect charge of $360 from April is not sufficient. I would request at least 1 or more monthly payment credits. Can you help confirm the $360 is refunded as well as 1 or more months credited?

  

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/13) */ A credit for $360 was processed last week. I have left a voice message for Mr. ****** to confirm if the refund had been received. As an act of good faith we have issued an additional $30 credit today, 7/13/22. Consumer Response /* (3000, 8, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) When checking my account today the pending charges are no longer visible. They are neither pending nor posted. I called and left a voicemail for Richard just now. Business Response /* (4000, 11, 2022/07/15) */ I spoke with Mr. ****** today, 7/15/22. He has confirmed the refund has been received and posted. This issue has been resolved. Consumer Response /* (2000, 13, 2022/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund amount has posted to my account.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Initially, we had a wonderful experience with Reliant years ago. We even signed up for the monthly membership to get to the top of the list and discount on parts. Then slowly, they started rescheduling emergency calls or slipping on the quality of service. In fall of last year they replumbed the drain, this is after years of leaks, blaming plumbing, others, etc. We had Reliant replumb to a tune of $1300. This summer our AC stopped. On 6/13 we called, they couldn't come until 16th...of course. By then, my husband cleared the clog. They came, took pictures, they realized it was not replumbed correctly. They never called to reschedule the repair. We called and they said the notes from the pictures show it was properly installed. When my husband finally got a super on the phone and convinced him to come look for himself, he too, realized it is incorrect. They needed to order a part. Again, no follow-up. My husband continued to call until a appointment was set. It eventually was. We made ourselves available all day risking our jobs and difficult conversations with our bosses. However, it has been rescheduled 8 times. Our request going forward is for morning, we have jobs too, and they rescheduled every time in the beginning when we were here all day, so it was time they worked around us. To be clear when rescheduled it is after we get a call stated "you're next" or "he's on his way". That's how close it is! The "he's on his way" turned into waiting 2 hours and us calling back to hear "he doesn't have your tooling". ARE YOU SERIOUS?! WE WERE WAITING! (Notice, we had to call for that update too. We are the call center for our own appointments). So here we are, 3 weeks later, 2 portable units purchased, still WAITING, supervisor refusing to call back. No one can keep straight if it's parts or machinery that's on backorder, because frankly, I don't think they ever intend to take care of us. Truly despicable. So, here I am, adding to reviews. One more ignored cu

  

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/08) */ Reliant Air Conditioning completed a minor reconfiguration of the drain line on 7/7/22. This should correct the issue the customer was experiencing. Consumer Response /* (2000, 7, 2022/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolved after many complaints and many reviews left on many sites. The call center has poor communication until the complaints reach the very top. Technicians are always friendly and professional.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed new air conditioning units approx. 3 years ago for $20k. Unit has bad component. They want $1600 to cover repairs, labor and freon. Manufacturer will pay for component. Reliant has offered for me to join their hero club in order to reduce the repair price to $1400 yet then I am stuck in a service contract with a company I do not trust anymore. Service technician from Reliant spoke poorly about the quality of the unit they sold me. Why would I pay to join a maintenance club to a company that does not stand behind their product? They should attempt to reduce the fees associated with the repair to an acceptable level or they should replace the unit with one that does not have defects. They should work with the manufacturer to make it right.

  

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/06/17) */ Mr. ******** was informed he had a failure of the compressor on his HCAV system. Per the terms of the manufacturer's warranty the part would be covered, however the labor is not. Mr. ******** was quoted $1680 which is the standard price for this type of repair under warranty. Mr. ******** did convey his frustration with this situation and Reliant offered a reduction in cost to our Hero Club rate of $1344; Mr. ******** is currently not member. He denied the offer requesting more assistance from the manufacturer or Reliant. On 6/15/22, Reliant made an attempt to provide a resolution; Reliant agreed to reduce the cost to $840.

*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. ↩