My AC stopped working and I made the mistake of calling these people. I was told to expect the technician between 10:00am to 2:00pm. By 1:30pm I called to check if they were still coming because I hadn't received the 30 minute call. I was told Ray would get to me by 2:30. At 3:00 I called when I still hadn't been called to be told I'd be called back. The call back said Ray would get to me in an hour. At 5:30, Ray called to tell me he was on his way and would get to me at 6:30. Then he showed up with a bad attitude. I'm trying to explain what happened with the AC and he cuts me off to tell me there's a problem. Obviously Sherlock or I wouldn't have called you. To say I'm beyond furious at the wasted Saturday and the unprofessionalism is the understatement of my lifetime. DO NOT USE THESE PEOPLE IF YOU VALUE YOUR TIME.
Service: Repair AC
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Requested an R22 refrigerant boost. A servicemen said it couldn't be done because of the EPA regulations regarding refrigerant leaks and instead said I'd have to spend $4,200 to fix assorted things. Called another company and they fixed it by adding R22 refrigerant. If you have an old R22 system and it leaks be prepared to get an upgrade otherwise you'll be SOL one of these days. Reliable is the "real deal" great service and customer care
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.
Called about a water main leak near our meter. They scheduled an appointment, but after casually mentioning that we were constantly turning the water on and off at the meter (to run our bathrooms and kitchen) our appointment was expedited. Rodney was there the next day to give an estimate. He discussed various options, and because he put our minds at ease, we decided on the spot to have him make the repairs. Not only was the price very reasonable, the service was outstanding, AND FAST! THANK YOU RODNEY! Previous owners have had repairs done in the same area - same with us 2 years prior. Obviousy it wasn't repaired properly! However, Based on our experience I feel confident in saying that we probably won't see a leak like that any time soon. Thank you kindly for your help and peace of mind
Blake S. did a great job, today, installing a new thermostat for me. He was timely, professional, and knowledgeable. He was also so kind, and friendly! He took the time to make sure I understood how to operate the thermostat, since I had so many problems with the previous thermostat. I highly recommend Blake S. and I appreciate Reliable sending him my way!
Update 9/20/21: after posting this review, customer service called me and was very helpful and gave us the refund for the part. We appreciate them making it right.
We had an absolutely terrible experience with this company. Was referred by our neighbor to use them for servicing our AC units & HVAC. One of AC units was working fine, they came out and told us that it needed a new part that would cost us $260.00 to repair. we agreed, they repaired it and 2 days later our AC completely stopped working. Then we had another technician come out with this company and tell us another part of the AC unit needed to be repaired- which would cost us $700. This tech also said that he doesn't recommend putting any more money into this AC and to just get a new one. I then called Reliable to inquire about getting our money back from the first repair, as it did nothing to improve the quality of our AC unit. Their customer service manager still has not called me back, every time I call they say they will leave a message for their customer service manager and no response. I am even open to buying a new AC unit if they will credit this $260 to a new unit, which I have told the customer service representative. and they still will not call me back. So now we have no AC and we are out $260 (I am pregnant, living in GA with a 2 year old and its still in the 90s here) Highly disappointed in this company, as they are so big and well known.
Nabil was a great technician. He was very courteous and knowledgeable about our Hvac unit. He was always on time and worked hard to help us figure out what was the trouble. We are very satisfied
My hot water heater was leaking all over my kitchen, company was very responsive. Had a repair guy at my house within hours, And came back the next day to have it replaced. Efrain was very knowledgeable and did a great job replacing the unit. Highly recommend ask for him!
Edward came out and immediately diagnosed the problem with my thermostat that was previously installed by one of Reliable's competitors. He was courteous, knowledgeable, listened to my concerns and resolved the issue. I would definitely recommend Reliable to family and friends!
I have nothing bad to say about the service I received from Reliable. I spoke with Leslie on the phone to arrange a new water heater installation. She was friendly, polite and efficient. The heater was installed the next day, on time and up and running within about 2 hours. Very pleased with the service and payment options they offer.
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