Deandra Harris
“Reliable” does not define the service we have received! While the customer service representatives are courteous and the technicians appear knowledgeable and receptive to our concerns-we have had 2 water leaks within 6 months, through our air conditioning/heater vent in the laundry room with no resolution. The last appointment occurred on February 5th and we were told the supervisor would follow up as the technician couldn’t find the problem. We have yet to receive a follow up correspondence from the supervisor, Dominick! In addition, we have been dissatisfied with previous maintenance appointments that have resulted in cancellation or no call/no show after taking time off of work. No one called to apologize or reschedule these appointments. Following this, we have requested Saturday appointments, when needed, that have been accommodated. Secondly, we have received minimum documentation following scheduled appointments, so much so, that I asked one technician if we could take a picture of the notes in his iPad. While some visits have resulted in a verbal explanation, typically at our request, proper documentation to the customer seems standard in customer service professions, especially when the call is for concern of the homeowner. We expected more from Reliable! After the presentation from the sales person, we were sold on this company, and entered an agreement that required consistent maintenance and regular payments. While we have lived up to the agreement, Reliable has not! At this point, we are concerned about the leak that has damaged our ceiling in the laundry room without a follow up inspection for possible ceiling repair and/or a resolution for the leak, and a system that has not been properly maintained due to missed appointments. Do we deserve the commitment that was promised to us? We surely think so!
