Glenn Landers Review of Reliable heating & air
I don't come to this review lightly. We used Relia...
I don't come to this review lightly. We used Reliable for almost 15 years and thought we were getting good service. I previously rated them 5 stars. I'll provide details, but I think the problem may be they've gotten too big, too stretched, too profit driven, and not able to maintain quality.
Over the years, they have frequently tried to upsell us into additional services or system replacements. We had them install a new AC unit 8 years ago. During installation, they actually removed the wrong unit and then had to reconnect everything. After that, we had to have two service calls to fix malfunctions. Still, we stayed with them for bi-annual - and then annual - service. In October 2017 we had them clean our duct work and dryer vent for $825.
At the end of last year, we had a massive leak down to the kitchen which we believed was the primary bathroom toilet upstairs. We called Reliable Plumbing out for the first time and were told it was actually our shower - not the toilet, and all we had to do was re-caulk the shower fixtures. The leak persisted. We called a local plumber who discovered the seal on the toilet was broken and was causing a slow leak. Problem solved.
This past March, we had our now-annual service. They said we really needed to replace the downstairs, 21-year old AC unit. We said ok, and they arranged for someone to come out the next day. Before even looking at the system, the salesman tried to convince us to essentially rent a new system for a monthly fee. When I asked what happens when we sell the house and learned the additional cost we would have to pay, I realized it was not a financially sound proposition. He then went about his business and said we would have an estimate the next day - which would include putting a new unit upstairs - including furnace - and switching the 8-year-old unit to downstairs. I'm still waiting for that estimate 5 months later.
Fast forward to early August. I thought I started smelling mold or mildew. I wanted someone to check it out but did not want to use Reliable since they never gave us our estimate. We also had decided perhaps we needed to find a new AC company. A neighbor recommended a small company. They came out and discovered massive mold in the upstairs evaporator coil, plenum, and duct work. He also said he could feel cold air coming out at the seals where the duct work entered the plenum. I asked if that could have happened since March. He said in his professional opinion - no. He said it didn't look like the evaporator coil had ever been serviced. I did note that in the paperwork I got in March from Reliable, the 17-point AC check includes the following: 12. Measure and record temperature drop across evaporator coil (inside). 13. Check evaporator coil for level for proper drainage (inside). 17. Inspect ductwork for proper installation and sealed (inside).
It appears none of this was likely done for years.
I'm now faced with a potential insurance claim, needing to get the system professionally cleaned by a mold remediation company, and replacing all my upstairs duct work at substantial cost. Not to mention the potential health hazard it presents.
I resolved never to use Reliable again. Then, I got mad because there is still two years parts and labor left on the 8-year old unit. I called their office Aug 19 and let them know my concerns. As usual, the phones reps were wonderful and polite. I said I think this needed a supervisor, and I was directed to someone's voice mail that was so full it could not take messages. The system hung up on me. I called back and spoke to an equally polite customer service rep. She took down copious notes of my concerns and said she would send it to a supervisor who typically gets right back to folks. It is now Sunday, August 29. and I am still waiting for a call back.
I usually don't write negative reviews. I figure I will just never use a company again, but perhaps this will get someone's attention, and they will realize there is something systemically wrong at the company.
Comments: