Reliable Heating & Air, Plumbing and Electrical

First let me say I have had Reliable install a new whole house HV/AC unit, as well as a new tankless water heater. For both of those jobs our quote and install went very smoothly. The team arrived on time, installed everything exactly like I expected, and answered questions and communicated what they were doing very well. So, naturally based upon prior service, I called them to install a Mini-Split Cassette in my home. The sales representative arrived on time, and we walked through the entire process and what would be needed. The quote was approximately 4 times the cost of the unit, but I understand there was a lot of work involved so I signed the contract. On June 8th the day of the installation, no one showed at the scheduled time, so I called them later in the day. I was told the parts didn’t arrive so they couldn’t install the unit. I would think Reliable would call me to tell me this vs me having to call them. We rescheduled the installation for June 15th and the technicians arrived only to tell me the unit wouldn’t fit between the ceiling joists, and they couldn’t install it until I made modifications to the ceiling for the unit to fit. Here again, I would think Reliable would know the vast majority of home have wall studs and ceiling joist on 16” center so of course a 23” unit wouldn’t fit. The technician informed me that once I made the modification to the ceiling they could come back and do the installation. At that time, I informed the Reliable sales representative Ian of what had happened, and he informed me that Bruce, the Installation Manager, would call me to verify what was needed. A week went by, and no one contacted me, so on June 22 I called the main office again, and after explaining what had happened, the customer service representative assured me that Bruce would return my call that day. NO CALL BACK. I called a week later on June 29th, and again I was assured that Bruce would return my call that day…and once again….a week went by with ....NO CALL BACK. I called again a week later on July 6th, and again I was assured that Bruce would return my call that day…..again…. NO CALL BACK. I called July 7th…… was assured that Bruce would return my call that day. ….NO CALL BACK. So, I am thinking maybe I just need to schedule another home visiting to discuss the installation again. I scheduled the home visit for July 8th between 10 and 12. I received an immediate text confirmation that the Reliable Representative would be arriving on July 8th between 10 and 12. To my amazement the representative was just a "No Show", and I received No Text, No Call. Unfortunately, It's obvious after 30 days of being ignored I have to believe that “Reliable” heating and air is no longer Reliable, and they need to change their name.

I've been without air conditioning for 2 weeks because the first technician misdiagnosed the issue. Then it would be a few days to get the parts in which were supposed to be last Friday. Have had no phone calls from UNreliable about the parts or the repair on a two-year Trane unit under full warranty. I've called on 8/9, 8/12, 8/13, 8/14, 8/16, and 8/17. Today the technician was supposed to be here from 10 to 2 and it's after 3pm and nothing -no technician, no phone call, still no air conditioning. My husband took the day off of work to be here for the repair that hasn't taken place. I also asked for a manager to call on three separate occasions and guess what - absolutely NO communication from UNreliable. My son returned from Afghanistan over the weekend and can't even sleep in his bed because of this poorly handled situation from UNreliable. If this Unreliable company would just simply communicate with their customer instead of completely ignoring the issue, I may feel better about this situation.