Reliable Heating & Air

Thank you for your patience while we completed our investigation. We have located and confirmed receipt of your payment in the amount of $15,948.00. The check has been successfully applied to your account, and the buyout balance for the equipment has now been paid in full. We sincerely apologize for the delay and any confusion caused regarding the recording of your purchase. Additionally, your warranty has been updated and sent to your email on file for your records. At this time, the lien release process has been initiated. Please allow approximately one to two weeks for the lien to be fully removed from your property records in Hall County. If you have any questions or need further assistance in the meantime, please do not hesitate to reach out. We appreciate your continued patience as we finalize this process.

We are truly sorry to hear about your experience and sincerely apologize for any frustration or inconvenience this may have caused. We take all customer concerns very seriously, but unfortunately, we are unable to locate your account or service history under this name. Please reach out to us directly at [email protected] with your contact information so we can investigate this further and do everything we can to make things right. We genuinely appreciate your feedback and the opportunity to assist you.

Hello, We are very sorry for your experience and understand why this situation was upsetting. This is not the level of care or respect we expect for our customers or their homes. We have taken this matter seriously and have been working in good faith to address it, including actively communicating through the legal channels your representation requested. Out of respect for that process, we are limited in what we can share publicly, but please know your concerns have been heard and are being handled with urgency and care. Thank you, Reliable team

Hi Linda, Thank you for bringing this to our attention. We are truly sorry to hear that you feel this way about your experience. That is never the impression we want to leave, especially when it comes to something as important as your home comfort. We want to be very clear that our Comfort as a Service program is designed to be transparent and flexible, and we never want anyone to feel misled. The program is different from a traditional purchase. It includes ongoing service, maintenance, and repairs for the life of the agreement, which is why the total investment differs from an upfront purchase option. That said, we understand how this can be confusing, and it is our responsibility to make sure everything is clearly explained. We would really appreciate the opportunity to review your agreement with you, answer any questions, and make sure you fully understand your options. If anything was not communicated clearly at the time, we want to address that directly. We take concerns like this seriously and we will be reaching out to address your concerns. Thank you, Reliable Team

Hi Darlin, We’re very sorry to hear about your experience and the frustration this has caused. This is not the level of installation or follow-up service we expect, especially with a new system. We understand your concerns regarding reliability and whether the equipment is new. To clarify, the systems we install are new equipment, not refurbished. That said, needing multiple follow-ups and waiting on parts is not the experience we want for you. We do have your information and will be reaching out to you directly to review what’s happened, provide an update on the part needed, and ensure everything is resolved as quickly as possible. Thank you for bringing this to our attention. We appreciate the opportunity to make this right. Thank you, Reliable team

Hi Bonnie, Thank you for bringing this to our attention. We’re sorry for the frustration this has caused and for the confusion around scheduling. Our Comfort Protection Plan is a regulated program in the state of Georgia, and we are fully bonded to offer it. It is designed to provide ongoing maintenance, priority service, and long-term system care. It is not intended to be a month-to-month service visit, but rather scheduled maintenance throughout the year. That said, you should absolutely be able to get your maintenance scheduled, and being told there are no available appointments is not the experience we want for you. Summer is our highest demand season, which can impact maintenance availability, but we still work to ensure all members are taken care of. We would like the opportunity to review your account, get your maintenance scheduled, and address your concerns directly. Please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care so we can assist you right away. We stand behind this program and appreciate the chance to make this right. Thank you, Reliable team

Hi Karen, We are very sorry for your experience and completely understand your frustration. Two missed appointments without communication is not acceptable and not the level of service we expect to provide, especially to a long-time customer. We sincerely apologize for the scheduling issues, the system error, and the lack of follow-up. You should have been clearly notified of any changes, and we regret that this did not happen. We would truly appreciate the opportunity to make this right. Unfortunately, we’re not able to identify your account from this review, so please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care. We will prioritize your appointment and ensure this is addressed properly. Thank you for bringing this to our attention. Thank you, Reliable team

Hi Sas, We’re very sorry to hear about your experience and understand how frustrating this must be, especially with your system still not working. This is not the level of service we expect to provide. If a system is not resolved, we return and make it right no matter what it takes and no additional charge to you. Follow-up visits to address unresolved issues are something we take seriously, and we want to ensure your system is working properly. We would appreciate the opportunity to review what occurred, address your concerns regarding the diagnosis, and get your system resolved as quickly as possible. Unfortunately, we’re not able to identify your account from this review, so please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care. We will have a manager review your case and follow up directly. Thank you for bringing this to our attention. Reliable team

Hi Julie, We’re sorry to hear about your experience and appreciate you bringing this to our attention. This is not the level of workmanship or follow-through we expect, especially when it comes to installations under warranty. We want to be clear that we stand behind our work, regardless of team changes, and concerns like this should be reviewed thoroughly. Based on what you’ve described, we would like the opportunity to take another look and ensure everything has been evaluated properly. Unfortunately, we’re not able to identify your account from this review, so please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care. We will have a manager review your situation and follow up directly. Thank you for bringing this to our attention. Reliable team

Hi Melissa, We’re very sorry to hear about your experience and the ongoing issues with your system. Needing multiple visits without a clear resolution is not the experience we want for you. We do have your information and will be reaching out to you directly to review what’s been happening and ensure this is properly escalated. When a system requires repeated service calls like this, it needs a deeper review to identify and resolve the root cause. Thank you for bringing this to our attention. We appreciate the opportunity to make this right. Reliable team

Hi Donna, We’re very sorry for the frustration this has caused. Having your appointment canceled and then pushed out again is not the experience we want for you. During peak summer demand, we do prioritize no-cool and urgent service calls, which can impact maintenance scheduling. That said, you should still be able to schedule your maintenance within a reasonable timeframe, and we understand your concern. Our maintenance plans are designed to provide ongoing care, priority service, and long-term system performance, not just a single visit. We stand behind those programs, but we also need to ensure we’re delivering on expectations. Unfortunately, we’re not able to identify your account from this review, so please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care. We’d like to review your account and get your maintenance scheduled as soon as possible. Thank you for bringing this to our attention. Reliable team

Hi Vic, We’re very sorry to hear about your experience and understand your concern. This is not the level of service or quality we expect to provide, and we can assure you nothing has changed in our commitment to our customers. More importantly, your system not working after a maintenance visit is something we take seriously and want to address right away. That should not happen, and we would like the opportunity to review what occurred and get your system back up and running. Unfortunately, we’re not able to identify your account from this review, so please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care. We will ensure this is escalated and reviewed promptly. Thank you for bringing this to our attention. Reliable team

Thank you so much!

Hi Cheryl, Thank you for your feedback. We sincerely apologize for the email you received and for the frustration it caused. That is not the experience we want for our customers, especially those who have trusted us for years. We take full responsibility for the communication and understand the importance of addressing concerns clearly and with empathy. We also recognize that not being able to easily reach someone only adds to that frustration, and that is not acceptable. We are actively reviewing what occurred and working to ensure this is corrected and does not happen again. We would also appreciate the opportunity to address your specific concerns directly. Please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care so we can assist you. We cannot locate your account with just your first name. Thank you for bringing this to our attention. Reliable team

Hi Lawrence, Thank you for your detailed feedback. We’re glad to hear our technician was personable, but we’re very sorry for the frustration you’ve experienced. We take concerns around diagnosis, service recommendations, and service plan expectations very seriously. Based on what you’ve described, we are going to review your service visit, including the diagnosis provided, as well as your cancellation request to ensure everything was handled appropriately. We do have your information and will be reaching out to you directly to address this and get it resolved. Thank you for bringing this to our attention. We appreciate the opportunity to make this right. Thank you, Reliable team

Thank you for your feedback. We’re glad to hear our technician was personable, but we’re very sorry for the frustration you’ve experienced. We take concerns around diagnosis and service recommendations seriously. Our goal is always to accurately identify the issue and provide the appropriate solution, not to redirect a service call into a sales conversation. Based on what you’ve described, we would like the opportunity to review the visit and ensure everything was handled appropriately. We also want to address your concerns regarding your service plan and cancellation request. You should not be experiencing difficulty reaching us or getting a resolution, and we apologize for that. Unfortunately, we’re not able to identify your account from this review, so please contact our Customer Care team at [email protected] or call 770-594-9969 and ask for Customer Care. We will have a manager review your case, including the diagnosis and your cancellation request, and follow up directly. Thank you for bringing this to our attention. Reliable team