Reliable Heating & Air, Plumbing and Electrical - Grayson

I am thoroughly disappointed in RELIABLE HEAT & AIR. I am currently still awaiting repair of a blower on a 2 year old TRANE unit I bought from RELIABLE in August, 2023. MY SYSTEM REMAINS UNFIXED even though I called RELIABLE on Tuesday to report an issue with this 2- year old unit.

In August of 2023 I needed to replace 2 of the 3 units at my home. I decided to do one at a time to gauge the performance and service used. I purchased an 18 seer TRANE unit to replace a dual fuel heat & air 16 seer LENNOX unit that lasted 21 years and which serviced my zoned 3rd floor of my home. RELIABLE sent 2 technicians who spent a full day removing the Lennox unit and installing the new Trane unit. 24 hrs later, we realized the unit wasn’t working so we recalled RELIABLE. 4 days later RELIABLE sent a technician who spent 4.5+ hours troubleshooting before determining that the system was wired incorrectly, however, he shared that he was not permitted to rewire it; that would require a different crew. It took another 3 days while my family made do in the August heat. RELIABLE can can check their records assuming they keep this data to see that everything I state here is 100% FACT!

In November, 2023, I replaced a second Lennox unit at my home using a COMPETITOR of RELIABLE. The LENNOX unit I decided to replace, still worked, but lasted 21+ years also. I replaced it primarily due to its age and to get away from the “old” Freon system for environmental reasons. I decided not to use RELIABLE, and went to a competitor who sold me a similar sized-capacity unit made by RHEEM. I take very good care of all my units (3) and to-date, the RHEEM unit which is the workhorse in my home has performed admirably servicing the main level of my house. The company that I used to purchase the second unit from has won my business for my corporation as well. I am a Global Director of Procurement for a $16.2B fiber conglomerate with North American headquarters in the metro area. That competitor to RELIABLE has benefited from their excellent performance at my home because I’ve mandated we use them for all of our commercial needs (>142 units) at the corporate level.

Note that I purchased this TRANE unit from RELIABLE in August 2023. In March of 2024, I called for normal preventative maintenance which I do on all of my units. RELIABLE came out and found that the system wasn’t functioning as it should. It took RELIABLE 6 different visits over a span of 3+ weeks using everyone from technicians to a field supervisor before they finally determined the 8 month old unit needed the evaporator replaced. Then that took 7 days before a replacement evaporator was sent to my home and for them to come out 2 days later to do the repairs. In late July, 2025, my system again failed shortly after annual preventative maintenance. RELIABLE determined I again needed to replace the evaporator a second time. That took another 9 days from initial reporting to repair. Less than a month later, the same unit failed again. Again it took RELIABLE 3 days to get me scheduled for a technician(s) to come to my home. Then they told me that the blower in the same TRANE unit needed to be replaced. I’m still waiting for that to be repaired while running every ceiling fan.

RELIABLE HEAT & AIR has been the worst performing company I’ve dealt with both professionally and personally! I've tried complaining to the company directly, but it's proven they don't care. I challenged RELIABLE (in a survey response) to pull up my records and they will see that what I state here to be 100% accurate and factual. All they need to do is review the history of servicing my home. This experience with RELIABLE has been a nightmare! I would never recommend your company. That commercial you broadcast is what got me to call you in the first place, now it’s just a reminder of a company with strong brand presence, but subpar service.

I’d like to thank Mr Floyd Arena for an outstanding job in the installation of my 65 gallon hybrid hot water heater. He’s extremely knowledgeable and professional, installation clean up and the overall process was a pleasure to witness. He is a wonderful person and takes pride in he’s craft of being a master plumber. Reliable Heating and Air should be proud to have you representing the company. Highy recommended this gentleman and the company.

Nick was very professional and super nice! He arrived on time, worked efficiently on my system, gave me an honest assessment of the problems, then worked to solve it. He even made my next appt for me, to save me the trouble of calling. I would be happy to have him work on my HVAC system again!