ComplaintsforReliance Home Comfort

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Air conditioning stopped working on June 7th. Reliance Home Comfort was assigned to my claim by ***** ******** **** ********* A technician came to my house June 11th from Reliance Home Comfort and told me that my whole unit needed to be replaced because the coolant was low. After I disagreed with this treatment plan, he then got "permission" from his boss to just refill my coolant. This fixed my AC for only a few hours, and then it stopped working again. I had to call Home Reliance back the next day to have someone come back out. Finally, Last week, the technician told me that the motor to my fan unit outside needed to be replaced. He ordered the part, and per my home warranty program, the part is in Newport News waiting to be picked up. I have already paid for my AC to be fixed through ***** ******** **** ********* It is now June 25th and No ONE from Home Reliance is calling me to update me about picking up my part or scheduling me to have my AC fixed. I am currently 17 days without Air conditioning. I have struggled to contact them to schedule an appointment to complete the work that I have paid them to do. I have called them frequently without any response from them. No one is calling me to update me. No one is calling me to schedule me for my part to be replaced. No one is calling me back to respond to my phone calls and requests to be scheduled. I have paid almost **** to my home Warranty company for the year to have services rendered when needed, and then also paid Home Reliance another ******* for this current issue. No one is helping me. My Home Warranty company called Home Reliance yesterday to expedite me getting an appointment and to schedule me for an appointment and no one from Home reliance is calling me. I have called the Home Reliance Office several times over these past weeks. I have even texted the technician. No response from either on getting this final appointment for repair. Again, I am 17 days without Air conditioning.

  Business response

  06/25/2024

  Mrs. *******, we would like to take time to publicly address the misinformation in your review. Most of which will be familiar from our phone call earlier. 
  
  Your initial claim came in on June 8th at 9:07pm. We scheduled with you on Monday June 10th and went to your home on June 11th. Your unit needed a small amount of refrigerant and a coil cleaning which was performed. 
  
  A few days later you put in a recall work order. Upon returning to your home, we found that the condenser fan motor was seized. Within 48hrs we submitted the report for your fan motor to your warranty company. They authorized the job on June 21. 
  
  On the morning of June 25th at 4:18am we recieved an email stating your part was available. However, also that morning we recieved a notification that you had filed a negative complaint with the *** because you stated you were told we had your part. 
  
  When we spoke on the phone you recieved proof that your part notification was not sent to us, despite your claims that someone told you we had it. 
  
  Likewise, I also stated that with over 100 customers, we do not have the bandwidth to have a 5min conversation with 100 different customers when we don't have any relevant or updated information. However, your warranty company has 24hr customer service that you can inquire with on the status of your part. Yet, despite the proof you decided continue to misrepresent the truth. 
  
  At that point I advised you that you deserve to have a contractor in your home that you have confidence in and that we would request that your claim be sent to an alternate contractor. 
  
  We would advise that you and other warranty company customers truly take time to understand your warranty companies process so that you can be an informed consumer rather than attempt to be disingenuous when dealing with contractors. 
  
  We do hope that your issue is resolved soon in a satisfactory manner and wish you the best of luck in your future interactions with both your warranty company and the contractors they provide to you. Best Regards. 

  Customer response

  06/25/2024

  I am no longer interested in ****** *********** services considering his unprofessional behavior. I am working with my home warranty company to find another reliable contractor for my Air conditioning issues. 

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