ComplaintsforReliable Appliance Service Inc

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called today to have a technician come out. They said between 11:00am - 2:00pm. A gentlman arrived at 11:55am. He proceeded to push the start button on my dryer over and over again and messed with the timer. After 3 minutes of this he quoted me an estimate of $417 without even taking the back cover off my dryer. I asked him why he didn't take the cover off and he said he didn't need to. He knew what was wrong just by trying to push the power button off and on. I was charge a service call of $99.95 for this service call. I reluctantly paid him in cash and told him to leave. This company is scamming customers just by showing up to fix something when they have no intention of doing so. He was totally clueless about my machine, had broken English and was extremely hard to understand. He asked me if the machine was gas related. Anyone would know it is a gas dryer just by looking at it.

  Business response

  03/29/2024

  The service call fee you've paid was for an estimate and diagnosis, which we have provided. You're more than welcome to get a second opinion on the matter should you question our approach. English being a second language does not effect nor is it related to technical knowledge and expertise of **************. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-5-24 a technician with the Reliable Appliance Repair Service, ****, came to my home to repair my microwave. Upon reinstalling the repaired microwave, the technician accidently, but severely, cracked and broke my glass stove cooktop. I cannot cook on it. The technician apologized and said that the company would take care of it. "No problem", he said. Now, over 5 weeks later, I have made several phone calls and text messages to the technician and he is not following through on his promise to either replace the cooktop or replace the entire range. I have done some research and the cooktop is no longer produced by Maytag, necessitating a replaced range. I explained this to the technician when I last spoke to him over a week ago. Now he is not returning my texts or phone calls. I haven't been able to use my stove for over 5 weeks. I believe the owner's name is ******** (that is the name of the person that I sent payment to for the fixed microwave), but I do not have an address or phone number for him.

  Business response

  02/14/2024

  ****, we believe you are contacting the wrong company as we do not have a record of your information on file and the names you've mentioned are not related to us. Furthermore, all payments obtained by our company would show us as "Reliable Appliance Service Inc." on your statement.  

  Customer response

  02/14/2024

  When I called your company on 2-13-24, I spoke with **** who told me that you service the ********** Area and that you have a technician by the name of ****.  Please provide me with your business license number so I can verify that I am working with the correct company to try to resolve this issue.  Thank you.

  Business response

  02/15/2024

  As we've mentioned in our previous correspondence, we do not have an **** in that area. Do you have an invoice for review? 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A technician came to repair our dryer and replaced the heating coil but the dryer was still not fully functioning afterwards (costs us $400). He returned a second time and I asked that he clean the vents but he said he didnt have the right tools. *** left numerous messages and was told that a manager would call me to remedy the situation to no avail. Service was done in September of 2023 and we are now in January of ****. Their customer ********************** is terrible. They do not do as they promise and I do not feel like I got my moneys worth with their service. Technician returned to replace what he had done the first time but could not clean the vents claiming he did not have the tools necessary. I would like the vents be cleaned as part of this repair without being charged the $99.95 they charge for showing up when this should have been part of the original expense to fully finish the repair!

  Business response

  01/29/2024

  As per the voicemail we've left you on January 26 at 2:25 pm, our company does not offer vent cleaning services. We advise for you contact a specialist for such assistance. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My washer was moving around the floor. I called had an appointment Dec 4 the tech arrived lifted the lid said it was a stabalizer that needed replcement and had ro order the part. Came back 10 days later with the part installed it and left. Two days later i tried to do a load of wash the machine did exactly the same thing. Called back he came again washed two light towels to the spin cycle left said see it works to my husband.I did the wash again a few days later same issue exactly! The gentleman who came spoke very little english so i called back the company and stated i needed someone else who i could better explain the issue too. The manager called me back and stated he needed to talk to the tech and would get back to me. No return phone call. My husband called again and was told the same thing by the manager. Next i called and spoke to someone in the office said something had to be done or i would advise the BBB I next sent a video of the machine in its cycle to the managers cell phone....he asked me who it was i told him and he replied to call the company who had fixed the machine. I explained it was his company. He then called me back said the tech had shown him the machine worked. Obviously it did not. Said he would get back to me. Called back with the info it was a usual problem with the machine and the manufacture said nothing could be done. I then called Maytag who advised me it was not true that it was a bearing issue. Called back again and said i expected a refund. No contact since. This is a horrible company! I finially just went out and bought a new machine as another repair company told me i head invested too much in the repair and that they had had other complaints re Reliable....i have called again...no response.i want a refund of my money as i did not get the proper service and was lied too. Please do not use them!

  Business response

  01/26/2024

  Thank you for your feedback. Faulty bearings do not cause vibration or machine movement and we are certain the manufacturer did not provide you with that misinformation, unless you have an invoice from them supporting such claim. Furthermore, we do not see any relevance of the commentary from appliance sales people....Solely for the sake of customer satisfaction, we can offer you a $25 credit.    

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of service 1/8/2024 Reliable Service ************************************************************ Technician damaged my wood floors when removing the unit, used no protection on the floor and had no tools to even fix our sub zero wine storage. He acknowledges what happen and said it was heavy, Would not leave a receipt or business card. After calling and calling I finale talked to ***** the office manager and he said he will not fix the floors and is going to erase all our conversations so there is no back up what was said so we have no evidence. We have no paperwork to show guaranty or disclaimer. Tech. did not come in company car or a in uniform. I want my floors fixed by my choice of repair people.

  Business response

  01/22/2024

  The information provided by this consumer is false. Thank you.  

  Customer response

  02/22/2024

  Hello
  
  The reasons I am rejecting the business response is because my statements are not false. What is right is right and me and my husband claim is true 100% My claim can be validated by our recorded conversations on this company's phone system. The office manager, ***** told me that the recordings would be erased, so there would be no proof. That has to be illegal to do. Look at their history on their history of complaints. This has to stop. People are being taken advantage and they also have another company under Appliance Service at the same address. Home cameras can show tech at our home, If you read my complaint, it has all the details. My husband was standing there when ****** had damaged the floor. ***** said ****** will not be coming out and ***** then made up a story to say he did not due the damage. How can BBB let this be expectable? I cannot believe the dishonest people out there.  ***** did say in his words he knew of the damage, but ***** changed his response to a lie.  I just want my floor repaired. Reliable Service stands by satisfaction. Now this is a lie. We would take a lie detector test to prove it. In this day and age, we must protect the consumer and the senior citizens like us. This is elder abuse. BBB I need your help.
  
  My additional concerns are that Reliable Service stop this scam and make things right for all the hundreds of people you have ripped off. Step up and make things right and now you have another company working out of Reliable Service location. Claims ***** makes are rude and hurtful with being dishonesty at the top of the list. Also, do no post false promises. I hope that this doesn't happen to any more people.  
  
  My resolution would be the Re to fix my damaged wood floors that your tech, caused to my floors due to negligent of this company and the BBB watches that this is paid to the repair person of my choice. 
  
  I have no paperwork due to the tech, would not leave any paperwork after being asked to,
  
  There is so much more to say, I just need some guidance and support from BBB.
  
  thank you   
  

  
  

  Business response

  02/22/2024

  Allegations of ** deleting  call recordings are simply preposterous. And just because you and your husband say it's right doesn't make it right. You can provide an invoice from the other service provider for review. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov. 7, 2023 on this date the Reliable Appliance Service company came to my home to repair a GE Profile Microwave that was damaged following SCE power outage. The repair estimate was $1,726 for parts & labor. After a second day at my home repairman ****** was unable to repair and took the microwave to his shop to repair. I paid $515 for a deposit for parts. After 3-4 followup phone calls direct with ****** and their home office calls on status of repair, Reliable stopped return calls. I then stopped payment on the $515. The **** bank says they also are not getting returns calls from Reliable, and have given them until end of Jan.'24 for a response. I am concerned they have repaired and could keep my microwave. An equivalent unit could cost over $2K new.

  Business response

  01/22/2024

  We have no intention of keeping your microwave. You will receive a phone call with an update as soon as an update is available. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a ** heat pump, but my contractor was unable to start up the unit because ** requires a licensed-technician to complete the final start-up phase. I was referred to Reliable Appliance Service for a 12.13.2023 repair visit. (please see attached service slip). Unfortunately, the technician stayed less than 15 minutes and mumbled something about not knowing how to complete the task. I asked when he would come back and was told I dont know. He then left without saying anything!I have then called the main office NINE times over the last week, but no one will tell me anything or will return calls. A glance at the businesss ******** page reveals many upset customers with similar complaints. This is clearly a company that does not care about its clients.Now my family sits in the cold without heat because these clowns wont do their job. I respectfully request your assistance in getting them to complete the job.Thank you,*****************************

  Business response

  01/03/2024

  Our records indicate a voicemail was left on 12/18/23 and 12/20/23 as we were awaiting for clarification regarding the error code directly from *** Furthermore, no payment for the visit was ever collected. We advise for you to contact another service provider for further assistance. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 5, 2023, I contacted Reliable services for a bearing going bad in my dryer. **** from Reliable showed up later that day and requested $100.00 for the service call that would be applied to the total estimate of $437.00 to repair the dryer. We told **** we wanted it fixed. I called Noveber 18, 2023 and spoke with *****. He claimed they are waiting for the part. I called GE the manufacturer of my dryer *************) saying they had the rear bearing part WE03X26413 in stock for months. In other words, ****** was not telling the truth. I called back to Reliable with this part info. On December 8, 2023 I called again for a status of my repair. The receptionist did not know. Asked to speak to the manager, not available. Later, I received a text that they got my igniter. I text back I do not have a gas dryer, I have a rear bearing problem. Approximately, one hour later, Technician **** is calling my gate number. He arrived with a gas igniter. I showed him again my electric dryer with a squealing rear bearing. I called the office and requested to speak to the manager ******. ****** said he would call and send out a technician on Saturday, December 9, 2023 to fix my bearing. Never received the call. It was a no show. I think I am justified in requesting my $100.00 back. I have never experienced such incompetent people.

  Business response

  12/13/2023

  We apologize for the confusion and the experience you've received with us. We were told by our supplier the part is no longer available. A refund will be issued for the sake of customer satisfaction. 

  Business response

  12/13/2023

  We apologize for the confusion and the experience you've received with us. We were told by our supplier the part is no longer available. A refund will be issued for the sake of customer satisfaction. 

  Customer response

  12/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON OR ABOUT APRIL 2023, I CONTACTED RELIABLE APPLIANCE FOR MY *****. IT WAS NOT GETTING HOT. SERVICE PERSON CAME OUT AND CHARGED ME $250 TO REPLACE THERMOSTAT PART. WITHIN 45 DAYS THE ***** WAS MAKING NOISES. I CALLED BACK AND THE SERVICE PERSON CAME OUT AGAIN I BELIVE HIS NAME IS **** AND HE SAID I WOULD HAVE TO PAY ANOTHER $200 DOLLARS TO CLEAN VENT. NEEDLESS TO SAY MY ***** WENT OUT AND WHEN I ATTEMPTED TO CALL BUSINESS I SPOKE WITH ******* WHO WAS RUDE AND STATED IT WAS PAST WARRANTY, WHEN I EXPLAINED I CALLED BACK WITHIN WARRANTY TIME SHE STATED MANAGER WILL CALL ME. I RECEIVE MESSAGE FROM ***** ON 10/4/2023 STATING IT WAS OUT OF WARRANTY AND OFFERED ME A 25% DISCOUNT TO COME BACK OUT. I NEVER SPOKE WITH HIM TO EXPLAIN SITUATION. I WAS TREATED UNFAIRLY AND TAKEN ADVANTAGE OF. ON 11/13/2023 I CALLED *******'S APPLIANCE TO FIX ***** AND PAID $195.OO FOR SAME REPAIR. I AM SEEKING AN REIMBURSEMENT AND THAT MY COMPLAINT BE PUBLIC.

  Business response

  12/06/2023

  There are no grounds for a refund as your warranty has expired but your feedback is greatly appreciated. 

   

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This happened about two days after Thanksgiving. I have the owner of the house woke me up to let me know that he heard the compressor in the refrigerator. Stop running. I checked to make sure that this was the case and the refrigerator stopped fans blowing and you could no longer hear the compressor. Knowing that I had just bought a bunch of food for Thanksgiving and the holidays I immediately looked to find a service company that could come out and resolve the problem. I search the web for local service guys for appliances and the one that came up was reliable, appliance service. I made a call to them and they were very responsive and polite on the phone and they told me that they could not come out that day, but they could come out the next day so I went ahead and made arrangements for them to come out. The service technician arrived on time and he was pleasant at the time and he looked at the refrigerator and said that there is a part that needed to be replaced and he would try to find the part and then he would bring it back the next day. he arrived the next day with the part put it in and said that allow it 24 hours for the refrigerator to cool. We waited the 24 hours and while it was somewhat cool it wasnt a normal cool temperature and the water in the freezer never froze. I called them back as his request. Was you have a 90 day warranty and if theres a problem call me up and Ill come back and check it out , I did just that and once I told him the problem, he said your compressor is bad and youre gonna need a new one and I said how much is that he said $**** I told him I could buy a brand new refrigerator for less than **** because we had already been charged $571 just for the part replacement which never worked and he never came back out to look at the refrigerator again . I tried to be reasonable and I asked him what their hourly rate was and he goes. We dont charge by the hour we charge by the job it was really frustrating because we spent $571.

  Business response

  12/04/2023

  Thank you for your feedback. We will look into the details of this particular order and will follow up with you soon. 

  Customer response

  12/04/2023

  
  Better Business Bureau:
  The only response that was received was that they were looking into it and have not been resolved yet so while I say this is acceptable, I do. I will wait to see what their final response is after they have looked into it, because that is no resolution whatsoever. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*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. ↩