Reviews of local pros in Hampton, Virginia

Unfortunately this is the second time I’ve been referred to this company and the second time that they have failed to help at all. I get the feeling this company is overwhelmed but it would be nice to at least receive a phone call, get an update, or at least be scheduled. I reached out a number of times by phone and text to try to get an update only to receive a text that someone would call to schedule me. That was 36 hours ago and of course no one has called. And now it is day three before the weekend. I’m still not even scheduled.

My last call for this company was for a heavy leak from the ceiling and this second one is for an AC outage during 90+° heat. Last time it took them over a week to call me back but of course by then another contractor came. They just don’t have the time to care and have no sense of urgency. I cannot recommend this company when time is of the essence, or even if you expect to have someone to communicate with.

Never answers their phone or is able to give me a solid answer to fix a problem I have had for over three months with my HVAC unit that they have been assigned to service. Between Reliance and my home warranty I would not recommend working with this company unless you want to get the run around or not a solid answer.

10 years! It’s probably been ten years since I’ve made a dedicated effort to leave a review for a contractor. That means a lot to me. I work in one of the toughest customer service industries around and understand the difficulties in delivering a quality product while backing it up with great customer service. So when I say I was more than surprised by the quality of craftsmanship, technical expertise and dedicated customer service... please don’t underestimate that statement from me and know that this team exceeded all expectations.
In a world of 100 google search results per page I realize it’s difficult to separate the “good” from the “bad” with any search, and even more difficult when looking for affordable quality service that you can’t provide yourself. I had the fortune of being referred to this company and while they may not be on the top of the list in the search results they were absolutely TOP in performance for me.
I was challenged with a “lemon” packaged heat pump that continuously was providing issues for my young family. Mr. Valentine with RHC came to my home for the first time on a weekend during our Christmas party and provided an emergency fix to ensure our children and friends would be warm. Over the next year I continued to have various problems with my unit and out of no other reason than thinking a “closer vicinity” company could provide quicker service for these emergency calls I dealt with 3 different local HVAC companies. After realizing I was getting nowhere with a solution but everywhere with cost I decided to reach out to Mr. Valentine again with some advice on my problem. Not only was he super responsive, taking evening calls and consulting with me at the house, he provided a quick and professional solution at a much better cost than every contractor before.
Long story short, I decided to replace this troubled unit and convert to a gas pack unit. RHC was not only essential in this planning and cost analysis, they delivered on all levels after. From every level of technician to manager, I’ve been pleasanty satisified with their level of expertise and professionalism. I highly recommend their services and look forward to working with them with more projects in the near future.

Wow, we cannot say enough good things about this company. It is so refreshing to know that there is a reliable company that provides excellent customer service, top notch work with capable and nice people being doing the work. We live out of state and have a house in Hampton Roads and have issues too often. Each and every time we have called Derrick, he has been there for us. He is honest and very knowledgeable and will do the very best work. Call them, you will not regret it!

Honestly the best company in the area. I have an older house and over the years have had numerous plumbing issues. I had multiple companies here that said they fixed the issue and never actually did. However, reliance fixed the problem in a timely manner and I wasn’t left with a empty wallet when they left. I would recommend them to anyone looking for good quality professional work!

This company is so unreliable, unprofessional and just all together amateurs when it comes to customer service. I scheduled to have them come out and tune up my two AC units and was told a time frame(10-3pm) they didn’t show until after 5pm and by that time I had to leave because I waited all day ; rescheduled for the next day, which no one showed up or called to acknowledge the reason as to why they are late and I’m just over it. WOULD NOT RECOMMEND!!

Horrible! This company's communication is Horrible, I had to call every week to check on the status of my hvac installation and still no update after 3 weeks. The lady that answers the phone makes excuse as to why there is no answer as to the installation. Was referred by my warranty company and I will never deal with this company and I will blast them every where I can until they do better!

I had a wonderful experience with Reliant! The staff kept me posted when I needed a new part, & was very professional in behavior & appearance. I especially appreciated the owner giving a call to make sure things played out to my satisfaction. They explained things well & I have air!!!!

Derek runs an excellent business. We met three years ago while we were renting a property. Our property manager had Derek come by and he went above and beyond to not only diagnose the problem, but he fixed it and walked me through what was wrong and explained it to me in a way I would understand.

While waiting for the system to get started, Derek explained his roots and his upbringing and how he started his company from start and now he teaches HVAC classes and runs a very successful HVAC company in Hampton Roads.

Since then, I knew this would be my go to company. We now currently own a home and whenever we have a question or issue, he is our go-to. He’s been able to walk us through a problem or two via text in an effort to save is the charge and him the visit... and when it requires a visit, he, or one of his employees arrives usually within 24 hours and has the problem fixed and taken care of. He’ll follow up a day or two later just to see how things are, and they’re always fine.

When something is wrong with the air, I know it’s going to be taken care of and I’m thankful for having Reliance Home Comfort to look after our HVAC. No need to call anyone else. You won’t be disappointed.

I recently had a hot water heater replaced by Derick from Reliance Home Comfort. I am satisfied with his work.
He explained what was required to bring the system set up to code, provided options, and provided thorough explanations. I appreciate his service, and would definitely hire Reliance for future repairs.

If I could give zero I would. They installed a evaporator coil through warranty company. The unit would not drain outside the water was drying down to my emergency drain pan. They returned and said it was my ductwork causing it to sweat. Complete lie another company found they had broke the drain pain that was on the new coil which is why the water was leaking everywhere in my unit

Reliance Home Comfort was sent to fix my leaky pipe by my home warranty. Robert from RHC called the next day and showed up right on time. He found the leak and had to come back the second time as we had to have the ceiling opened up. He came back the second time as soon as we called and again right on time. He even remembered to come in the back door and brought the floor cover as we requested. He fixed the leak in our galvanize pipe with no problem. Robert is very professional, knowledgeable and very polite. I am glad RHC sent him and I will definitely request Robert the next time we need plumbing help.

If I could do negative stares I would. Unreliable, unprofessional, zero customer service lied to our warranty company. I would not recommend this company to my worst enemy. Don't understand how they are in business. Even a 1 out of 5 with the BBB and they are not BBB certified

In response to your response. I personally talk to whomever answers your phone calls on a Wednesday and was told that you had our address wrong and that they corrected it and that they would let you know and have you call me later that afternoon. Never received a phone call like I was told.

I wanted to express my sincere gratitude towards the members of this company. I really appreciate the level of professionalism, quality service and care. In these uncertain times, this experience was by far the best! After 2 other failed attempts with other companies in the area, this company was able to provide my unit with hot water!! Finally!! The knowledgeable techs and communication with the owner put me at ease and I knew I was in good hands they were able to troubleshoot and provide my unit with hot water and explained in detail everything they needed to do to get my unit up and running. They cleaned up, wore masks and gloves which I really appreciated. Thank you so much!!

It's been several weeks and they still have not called back.

update 08/23/20: Reliance called and apologized for not contacting me but my service request was denied by my home warranty company. It's taken some time but I spoke with warranty company and they declined the claim because Reliance Home Comfort said the condition was preexisting. The original claim was to inspect/repair leaking duct work under the house. This summer I have poor airflow in a couple of vents and a ton of cold air flowing out of the crawl space vents. The report Reliance provided my warranty company stated that the duct work was not seated property at the joints and was therefore preexisting... How can they tell that by not going under the house and inspecting the duct work??? Total scam. Out a $100 service call fee. The tech told me he was going to request approval to inspect the duct work but provided a report making it look like they already did. Sorry, cannot recommend dishonest people... The tech verified poor air flow in two vents and strong airflow in all others... I guess they didn't feel like going under the house and looking.. I can't believe I paid a crew $100 to not do their job. Extremely disappointed.

Our real estate company uses Reliance Home Comfort for HVAC and Plumbing issues with all of our properties. This is a reputable company and I have first hand experience dealing with them and the Owner, Derick. He is extremely knowledgeable and an expert in his field. I would highly recommend him and his team for any of your service needs. Since we utilize his services, I recommended his team to my sister who desperately needed two new air conditioning units. He went above and beyond and his team worked tirelessly in extreme heat and got the job done in a day. Everyone is very professional. Anyone that gave a negative review must have been having a bad day because this company truly is outstanding. I would not hesitate to contact them for future work.

They Came out and fixed our heat. Highly recommend. Best in the 757 area!

Zachariah was very attentive and very thorough. He explained what was needed, changed my capacitor and filter and checked the flow in all rooms. Was polite. Professional and very pleasant. Will request my home warranty company assign Reliance Hone in the future, when needed.

Tech and initial timeliness of fix (home warranty) was no problem. Unfortunately the fix didn’t work and heater continued to not operate properly. It happens I understand.
Called to have tech come back out and resolve the problem. Called on 23/24/25/26. Each time clerk said she’d tell her boss and someone would call me back. Today’s the 29th and no one has called me back. I notified my home warranty insurance on 25th and they also haven’t received a call back. If someone from upper management would like to call me and discuss that’d be great. But approaching a week and no resolution from initial fix, which has already been paid. I do not recommend this company as there is no way to elevate the issue past the front desk people that always promise a call back.

Reply/update
Called yesterday, 29 Jan at 1650, left a voicemail referencing the Google review, followed your instructions and asked to talk with the owner. In keeping with tradition, it’s been 24 hours with no call back since I called per your reply below. Our business is complete, if you want my feedback on your employees and customer service, feel free to call me. Just trying to help out a business owner. There’s plenty of other reviews on here that are identical to mine. If not. Best of luck.

I was given an appointment day and time via email by my home warranty company so I stayed home on July 21 and never heard from or saw anyone. I even got a reminder email that morning. About 30 minutes before the end of the window, I called the home warranty company because I knew the job couldn’t be done in 30 minutes, especially since no one had arrived. I was on hold while Reliance Home Comfort was being contacted and then the music stopped but the time was still running, so I wasn’t disconnected. I ended up hanging up and calling Reliance myself and the lady (I think Dee) who answered explained that they make the appointment not the home warranty company, which makes sense. She told me she would call me that night between 8-10pm, which to me is late for a business. She stated she doesn’t call anyone after 10pm. She even gave me a number to call (251-7402), unless I wrote it down wrong. At 9:45pm, I called and left a message and still haven’t heard from them. I called the home warranty company and canceled my appointment. Why say you are going to do something and don’t? Your word is your bond.

Two months and counting without AC, and I can't get anybody to call me back to schedule an appointment. A previous same day appointment was scheduled without my knowledge, and I received a call saying arrival would be in 1-2 hours. Of course, I was not at home because I have something called a job. Maybe I'll get a response after posting this. From the previous reviews, it looks like the owner is very responsive to negative reviews. 🤞🏽

Response to Sept 7th post,

Yes, you tried to service my home the exact same day, which is not how service appointments are scheduled.

Timeline since it was determined I needed a new motor.

Aug 21st- same day notice a service appointment was scheduled. I was at work and unavailable and spoke directly to Zachariah.

Today, Sept 7th- another same day notice of a service appointment scheduled because apparently I have nothing else to do.

The ultimate issue with this company is that there is no direct communication. Appointments are just randomly scheduled without speaking to the homeowner.

The response posted today is the most communication I have received, directly, since this nightmare started July 5, 2024.

HORRIBLE CUSTOMER SERVICE!