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:01/22/2025

  Type:Sales and Advertising 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.

  Statement of Complaint Date: 1/22/2025 On 12/15/2024, I receive delivery of a downdraft and cooktop from Lowes. Reliable Services, the installation provider, scheduled the installation for 12/31/2024. On 12/30/2024, I received a text confirming the installation for the next day; however, they failed to show up without providing any advance notice or consistent explanation (one individual stated it was a family emergency, another stated it was a system problem).On 1/2/2025, I called Reliable Services, and they rescheduled the installation tentatively for 1/21/2025. I was informed that the area supervisor, Tee, would call me with the possibility of an earlier date. I never received that call.On 1/21/2025, a technician (*********) arrived but was sent to install a hood instead of the downdraft. ********* was polite, professional, and apologetic. He took measurements and assured me that he would notify Reliable Services, who would contact me within 30 minutes to arrange the correct installation. I did not receive a call within the promised timeframe and had to call Reliable Services three times before speaking with an associate, *********. She confirmed that ********* had indeed called and that management was looking into the matter. I was told to expect a call later that day, which never came.Frustrated by the lack of follow-up, I contacted Reliable Services again this morning (1/22/2025) and spoke with another associate, ****. She informed me that the area administrator, Tee, was working to schedule the installation as soon as possible and that I should receive a call this afternoon. My previous experience warns me this phone call may not happen. Despite my multiple attempts to resolve this issue, I have been without a cooktop for over a month (since 12/15/2024). The lack of urgency and poor communication from Reliable Services has caused significant inconvenience, and I am requesting immediate resolution.Sincerely,******* ******, MD **********

  Business Response

  Date: 01/30/2025

  Hello.  I sincerely apologize for the delay and lack of communication.  As a company focused on providing best-in-class service levels to our customers, we certainly fell short of that goal on this project.  We did have a system error that prevented the initial installation on 12/31/2024.  Another misfire on 1/21/25 and the lack of communication compounded the issue to produce an understandably high level of frustration.  I have personally investigated the matter from beginning to end and provided the necessary coaching to all those involved.  In addition, I ensured we expedited and completed the install of the downdraft and cooktop on Jan 27 2025.   I apologize you had to file with the BBB to get the result you expected from the beginning. 

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair 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.

   
  I am rejecting this response because: they have not offered any solution to the damage done, just a lot of lip service.  Their own guy was here at our house this past Monday. and admitted the damage was unacceptable and beyond a simple fix.  They damaged it, they fix it!  If this cannot be resolved thru this avenue, I have other avenues to go down to get this resolved not dismissing going to court.
  
  

  Business Response

  Date: 07/13/2024

  Thank you for the opportunity to respond.  We are aware of the consumer complaint.  We have worked directly with our retail partner to arrive at some remediation for the damage that is fair and reasonable to both the consumer and business.  We have been to the home 2 times to review the damage.  Both Reliable Services and our retail partner have offered reasonable solutions to the customer complaint, however, the consumer has rejected both offers.  The consumer has requested a solution that is well beyond the scope of the damage caused and adds an unreasonable financial burden on Reliable Services when compared to the damage caused.  As of July 13, we are are still in conversations with our retail partner and the customer to arrive a fair and equitable solution.  Thank you. 

• Initial Complaint

  Date:11/09/2023

  Type:Delivery 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.

  Horrible experience. Not sure how you can be both incompetent and unaccommodating but they have nailed it on both fronts. In the process of getting a full remodel done on our kitchen through ******. It began with taking an inaccurate measurement on our kitchen which resulted in the wrong size cabinets being ordered. The ball was dropped twice at this stage because during the pre-demo/install cabinet inspection the inaccuracy was not detected. The installer brought the mismeasurement to my attention as he was installing the cabinets and the installer also discovered damages which should have been caught during the cabinet inspection. A reorder of properly sized and undamaged cabinets pushed back the installation of our countertop as they were unwilling to send someone out to install one single base cabinet which would have allowed for things to move forward prior to the countertop installation date although the reordered cabinet was in our possession. We remain with no appliances connected, 3 cabinets uninstalled, and no countertops over a month after our pre-existing fully functional kitchen has been demo'd. Our countertops were ready to be installed 3 weeks after our kitchen demo but here we sit 5 weeks later and the company who installs the countertop can't even be scheduled because Reliable won't do their part to get the job done. They pretend to have protocols and policies to ensure smooth operation which clearly didn't catch several errors during kitchen remodel resulting in delay after delay. With that they are still trying to hold to operational protocols aimed at preventing delays for all parties involved when at this point it is only benefiting them and causing everyone grief. They may get it right for others but they have gotten it absolutely wrong for me. ****** will also be put on notice for this company they allow to perform in this manner with their paying customers.

  Business Response

  Date: 11/09/2023

  Thank you for the opportunity to respond.  First, we apologize for the long delay in getting the cabinets installed.  We mis-measured the space originally causing some of the problems noted.  We do not order the materials from the manufacturer, as that is executed by the retailer that sold the cabinet package.  We only perform the installation.  In addition, there have been pieces missing or damaged from the manufacturer's shipments, which has further delayed the completion of the installation.  We spoke with the customer on Nov 8 and again on Nov 9 and have the project scheduled for completion on Mon Nov 13.  We will have to return at a later date to install a refrigerator panel that was missing from the latest shipment of parts from the manufacturer.  Again, we apologize for the delay, however, we are scheduled and intend to complete the project to the customer's satisfaction. 

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair 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.

   
  I am rejecting this response because:

  The response does not address the request.

  The dishwasher not being installed was because Reliable' s technician, Shatik, left a hose unhooked on Feb 1, 9 AM and after repeated call's to Reliable the water situation was not remedied until Feb.3 at 4 P.M.  The sink pipe contained black mold and Reliable' s technician admitted fault and promise Reliable would correct.   The response given here is for a dishwasher install, the complaint is due to the lack of responsibility on Reliable' s part to address the mold remediation that now has to take place in my home.  The request is for direct communication from ***************************** the owner to call me to discuss, and to be treated like an human being.  A company's standard response to a problem is not a solution to this issue. 

  in supporting documents by Reliable. Reliable has abated responsibility for damage. Water restoration companies have estimated close to $10,000 in damages.

  Business Response

  Date: 04/04/2023

  Valued Customer,
  
  We apologize for the experience you had during your appliance install.  Due to unforeseen circumstances during the install process, we were unable to perform and complete your dishwasher install. As a professional installation company, we focus on providing a seamless experience while protecting the consumer from future issues. Unfortunately, due to these circumstances and previous conditions of the area that was not caused by Reliable Services, we could not complete at that time. We understand the frustration and inconvenience this experience has caused to you and your family.  We look forward to completing the install once all unforeseen issues have been addressed.
  
  Thanks,
  Reliable Services

  Business Response

  Date: 04/28/2023

  Valued Customer,
  
  We apologize for the experience you had during your appliance install.  Due to unforeseen circumstances during the install process, we were unable to perform and complete your dishwasher install. As a professional installation company, we focus on providing a seamless experience while protecting the consumer from future issues. Unfortunately, due to these circumstances and previous conditions of the area that was not caused by Reliable Services, we could not complete at that time.  We understand the frustration and inconvenience this experience has caused to you and your family.  We look forward to completing the install once all unforeseen issues have been addressed.
  
  Thanks,
  Reliable Services

• Initial Complaint

  Date:09/06/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/22/2022

  Reliable Services USA performs installations for Water Heaters on behalf of ****** Home Improvement through a 3rd party called Installation Made Easy.  Installation Made Easy actually accepts direct payment and tenders payment, Reliable Services USA does not have access to any customer receipts.  Customer's typically have the receipts emailed to them OR they can log into their ****** Project Portal for the receipts, contract and warranty information.  It seems this customer had a problem with an incorrect e-mail address.  We will call the customer and Installation Made Easy to see how we can help him get a receipt for the work.  Thanks.