Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our furnace stopped working. We called a Furnace company whom did not have the high switch required to fix our furnace and was told that Reliable has exactly what we need on hand and was being sent to them. We arranged for them to come and install the high switch which had gone on Furnace. Identified by both first furnace company and Reliable upon arrival. However, the piece Reliable brought and said was our correct piece was indeed not correct and would not work. They were given the correct serial number and make and model by other furnace company so we made sure they had it again when they left the first time with the wrong piece while we waited for our correct piece to be ordered and come in. A number of days later upon calling to see how much longer it would take, we were told that there was an older furnace being removed and replaced that would suffice and work in our furnace. We agreed to buying it and having it installed as it would be much quicker in middle of winter and my mother was very cold and shivering without heat. They told my mother that she needed to give her visa to Reliable to secure the three tiny heaters that were lent to us and told we would not be charged as it is a deposit only in case we broke one of their heaters. My 82 year old mother obliged with trust in the word of the worker and company. Today we went to the bank and discovered that Reliable had charged my mother on her visa for $******* I called Reliable and asked when the part is coming in. Was told it would come in tomorrow morning and that they can come tomorrow to replace the switch. I then proceeded to inquire why my mother was charged $****** on January 9th, 2023 on her visa considering the deposit was $****** and refundable upon return of heaters. The receptionist told me she charged my mother for the used part and service. I explained that we were told both times that no charges for service would be charged as they were wrong both times with part for furnace. I also reminded her that the $****** hold on visa was only precautionary. The lady said she would refund the money back to mothers account today, *** * **** ** ***** *** **** ** ******** ******* * **** ** *********. *** **** **** ****** ** ** *** *** **** **** ******* ***** ** ****** *** **** **** ** ** *** **** ** **** ********** ********* *** *** ** *** *** *****. They can not seem to get the right part to fix furnace with, and charging ****** * ******* **** for something we never received nor could. *** *** **** ****** ** ****** ******* * **** ** ******** ** **** ****** ******** ** ****** ****** ****** ***** ***** *** ** ******* Had we not discovered this, my mother would have been out $****** and still without a working furnace from Reliable. **** ** *** **** ********** ******* *****

  

  Business Response

  Date: 25/01/2023

  On December 30th the customer called us with no heat saying that another contractor sent them our way because they did not have the part for the Trane furnace that they have.  We were told it was a High Limit that needed to be replaced. Our service technicians are equipped with Trane parts so we were hoping we would could get them up and running.  Unfortunately with the furnace being over 20 years old, and the high limit having to be a specific rating in order for the furnace to be in safe operation, it needed to be ordered from the manufacturer because non of the suppliers in the city stocked the part.

  We proceeded to order the high limit from Trane but it would be 4-5 weeks away before we could get the part.  At the time our technician left the customer 3 space heaters.

  A few days later our Service Manager noticed that one of the furnace we were taking out was similar to the one the customer had.  We called the customer and explained that we could possibly have a used replacement part but there is no guarantee that it will work but if it does at least they wouldn't have to wait over a month for the new part.  Unfortunately the part did not work and we did not charge the customer for the time that we spent, we were just trying to get them heat as soon as possible.

  A few days later we charged the customer $****** for the original service call and for the 3 heaters(which they would get $*** returned once we got the 3 heaters back) The customer signed the original invoice when our technician was there.  The customer called us and argued that they shouldn't have to pay because the furnace still wasn't fixed.  We gave them a full refund.  Later on that day we received confirmation that the part would be in the next morning.  We called the customer back and told them the good news that part would be arriving the next morning.  The next morning we replaced the part and got them heat.

  After three trips to the customers house and replacing the part which was not a stock part we charged the customer for only 1 service call, a bit of labor and for the part.  We tried to help the customer as we knew she was elderly and didn't want to get a new furnace.