Reliable Heating & Air, Plumbing and Electrical

James L.

Unreliable is more like it. On two different occasions a no show. Bought $14,000 Trane System plus annual maintenance program. I called into office and said I had a no show and was put on hold for 10 minutes and said a manager would get right back. Of course they didn't get ""right"" back. Called back again was told he needed to check what was going on and again put on hold for 20 minutes. Ridiculous excuse of a business who has learned how to bury bad reviews and manipulate overall average based upon having 1000's 8f reviews.
Beware and be prepared to wait and be lied to.

Autumn H.

This company is dishonest, provides unreliable work, and does not hold themselves accountable for their mistakes. We had an awful experience with installation in 2019 where we sat in 90+ degree house for a day and a half because they installed our system improperly the first time and wouldn't send someone out. On 3/29/21, we paid this business $134.99 for the required annual maintenance inspection on our system (invoice attached). During that time, they said that everything looked great. On 5/11/21, our AC lost power so we requested service because we were leaving the country the next day. They said they did not have anyone to send and couldn't help before we left. I left a negative review on Yelp and paid Coolray $79.00 to come out within a few hours (invoice attached). Coolray saw wiring issues from instillation (broken wire) which caused a fuse to stop working- hence no power. They said they could either fully repair the unit, or they could replace the fuse alone to make it work until Reliable could come fix the broken wire, but warned that they can't touch the unit without voiding the warrantee. Reliable did end up sending someone that night after my Yelp review to fix the issue which they confirmed what Coolray had said (aside from admitting it was from instillation). I was asked to amend my last review because the business accommodated our schedule. We were very grateful to have a working unit so we could leave for our trip so I removed my last review. Because our AC would not have had issues if they had done the inspection properly and caught the issue then, I submitted a complaint to the BBB requesting a refund for that inspection (incorrectly noted in my initial complaint - but no offer for the actual amount I did pay or to cover the cost of Coolray given their ""miscommunication"") because they clearly missed this broken wire. The company's response was that the wire wasn't broken when they checked the system and that the systems vibrates which could have caused the issue. I have copied that transcript below from the BBB complaint for your reference. There is a clear history of improperly wiring/installing my system, a 2nd certified option confirmed it was an instillation issue with nothing to gain because he knew we're stuck with Reliable for service, and they still refuse to take responsibility for their errors.

I warn you -- go with another company for your service - any other company. Coolray has been really helpful for us, but again, anyone else would be better. We bought our unit from Reliable so now we are stuck with them if we wish to maintain our warrantee, but you have a choice to have a better experience. Even if you have to pay a little more up front, it's worth it. I promise you. The only way you'll have hope of get anything done is by leaving a negative review online, and the work they do is completely unreliable. Our AC works for now, but I have next to no confidence that it will last for very long. I have no doubt I'll get the pleasure of ""working"" with them very soon.

Richard S.

The original company was sold to Reliance Hearing and air. Three years in a row they send out the wrong people todo maintenance on the system. Service: horrible. keeping Schedule: Horrible Ability to fix units: Horrible, have to come multiple times because ""the system is complicated"" .... They sold us the Trane and they can't even service it.

The reliable team had 3 different service men come out. All with different reasons. Ultimately it was a bad thermostat, which would be ok... but we have a multi zone system that required all three Thermostats needing to be changed. I had to down grade thermostats since they do not carry Trane on the trucks and it cost a small fortune. So, what is a lifetime warranty? Why do yearly maintenance if they don't show up... these problems did not exist when the original owners of reliable ran the company.

Dan S.

Updating as of 5/8. Worked with a member of Reliable's customer service team to discuss and they sent a new set of techs on 5/4 to review. The tech was ready to run a new cable and said it would require drilling through floor and walls to do so (and Reliable had stated they would not be responsible for repairing this). As a result, he repurposed the C wire as a Y2 wire, which means the thermostat could control stage 2 cool, but the Nest thermostat uses C wire to charge. I had previously researched this option online and HVAC techs said not to do it as the device gets buggy. I shared this with the tech and he was dismissive, stating that the device would still charge over the R wire. Accepting his confident answer I approved him to reconfigure. On morning of 5/8, the device was no longer connecting to wifi. After time spent with Google Nest to diagnose, the battery voltage had dropped too low to connect to wifi and was no longer reliably connecting to the app (the exact issue I warned him of). I've left a message for Reliable's customer service team member I was speaking with to determine next steps. I continue to urge everyone to avoid Reliable... will update more after they respond to today's events.

Maria D.

I signed up for the service that you pay over time and they change your filter and all your service on the system is included.

While that is optimum what they DIDN'T say is that they will put a UCC lien on your house which has caused a huge issue with my loan refi. They would not even temporarily remove it.

The subordination agreement took forever and cost $100 (which they failed to mention) when I called them. The back and forth has literally added 3+ weeks delay to closing for a $10k Hvac contract. There was an option to pay it off but then you lose the service agreement which was the whole point of financing the system.

Just beware bc the rep WILL NOT disclose this to you. It's in the fine print. (Why didn't I read that? My bad). And it is beyond difficult to get anyone on the phone that can remotely help you without several attempts which is just ridiculous. For some reason they can't ""transfer the call"" so I had to continually call back until I could find someone to connect me with the correct department.

To make matters worse, their cavalier attitude is just aggravating. They try to downplay the effect it will have on the refinance when it is discovered as if it's no big deal - which I assure you it IS to the mortgage and title companies.

My fault for not reading reviews first. I hope this will save at least one person from this ordeal. Yes the whole ""finance it and we will service for the next 10 years"" is appealing but knowing I planned to refi I would not have taken that option if the rep had been up front about the lien. Therefore they get 1 star for their sneaky business practices and how they have handled the subordination -which has been a nightmare.

M J.

Why on God's beautiful green earth would Reliable Heating & Air of Kennesaw GA have a customer wait 3+ weeks for an air duct cleaning service requested for 2 of 3 units in a 5000+ sqft multi story home, only to send 1 guy the day of who had to acknowledge it's too big of a job for one person...then to top it off, (Un)Reliable Heating & Air says that it would take almost 3 more weeks for rescheduling? ...while I'm not the Governor nor some well known celebrity entertainer, I am however a. very hard working & respected gentleman whom understands business, customer service and gives advice & recommendations based on my experience & common sense beforehand during consultation!

mark s.

I have utilized this company for HVAC with mixed results and experiences, which means I should probably look for another company. Probably the dumbest thing they ever did was tell me the Thermostat was not connecting to the Condensing unit, when in reality the technician was looking at the wrong unit for connection (it was the unit next to it). Last week, I had a unit fail and I called for service. I was told I had a technician to arrive the same day. I was surprised but happy to resolve the issue so quickly. No one showed up. 80 degrees plus for patients and staff. I called the next day and spoke with Russell, who said I was not on yesterday's schedule, but put me on Friday's schedule. That did not transpire so I was supposed to be first out (8am) on Monday. I usually don't arrive until 9am, but I was there at 8 for the service tech. At 8:30 I called, spoke to Russell who told me the tech was in transit (and I was the first service call of the day). The tech called after his first service. So why call yourself Reliable, when it should be Un-reliable HVAC.

Jay S.

Problem #1. Reliable never respects customer's time.

1. They provide you a two-hour window, almost never shows up at the 2-hour window. If it happens occasionally where the technician got delayed with their previous job and are running late, I can understand this.
2. I was provided 8am-10am window for a plumbing problem and this is supposed to be the first appointment for the day. They call me at 10am saying they are still waiting to hear from the plumber and unable to provide me an ETA.

Problem #2. I am having hard time trusting Reliable.

1. Previously I had them come check out my air-conditioner, the technician recommend I replace the a/c instead of repairing it. I was told the trip charge for $89.95 would be refunded if I choose to go with them.
2. I signed up with them for comfort as a service - but guess what? Reliable never actually refunded that $89.95 charge.
3. For proof I can provide both my credit card transaction and the comfort as a service that I signed up with them
4. I was going to let this refund issue go as a mistake on their part, but after today when they were still unable to fulfill their promised schedule - I am convinced they simply do not respect you as a customer or your time.

Please do yourself a huge favor and go through the negative reviews about Reliable here before you make the mistake of calling them. When ever you think about calling Reliable, please keep in mind they are totally Unreliable.

Sue D.

We used them twice, once to install a new water heater and once for a gas leak. Their prices are extremely high for the service they do. For example, they were are our house for 1 hour, 20 minutes to unscrew the gas line in four places, put goop on the joint, and screw the pipe back together again. They charged $525. They were at the house approximately 2 hours to install the water heater and charged $325. When I called and questioned these prices, they told me they don't charge by the hour; they charge by the job. Since they price gouge, I would not recommend them to anyone. By the way, the don't tell you the price until they arrive to do the work, even though they have viewed the job beforehand.

Kate G.

Leslie and Max (plumbers) were fantastic! We had multiple issues going on, and Leslie was efficient, knowledgeable, friendly, and informative. We ended up needing to replace our water heater, and she got it draining while she went to pick up the new one so that the replacement took as little time as possible. She also took a look at a leak for us, one that two other people failed to diagnose correctly. She quickly identified the problem, gave us a quote and an estimate of how long it would take to repair, and scheduled the repair on a day that was most convenient for us. She came that day, on time and ready to go, and arranged for another person to come help when the first person was out sick. She and Max worked quickly and thoroughly, and they explained the issue and the repairs so that I knew exactly what was wrong and how they'd fixed it.

Another thing about Reliable -- they cleaned up after themselves! They had to saw through drywall, and all of the dust and mess was cleaned up by the time they left. They used drop cloths too. I also appreciated that everyone was masked and that they called 15 minutes before they came.