Reliable Service Company, Mike, Joe, Lisa, Amanda, Peter, Tamara, Bella, Peter, Yegor, Serge, Adam, Ariel, Alex cheaper wall furnace replaced, multiple phone calls & appts., empty promises, yelled & screamed at, lied to, non-english speaking problems, total inexperience, misuse B B B logo El Cajon California

In the beginning of Dec. 2007, I made an appointment with the Gas Company to light the pilot. He informed me that the gas pipe was too small to keep the pilot lit. (I had it repaired the previous winter.) He set the pilot VERY high to keep it from going out. I could tell it was taking in a lot of gas because it was LOUD. I questioned whether I should insist to a heating company that's really all it needed . . . (in case they tried to talk me into something else), and he said yes!

Dec. 4, I made arrangements with a Reliable Service Co. because they could come out the soonest. He (Joe) left an invoice stating the furnace was not safe to open, didn't charge for coming, and left an invoice with an estimate for rebuilt or replacement. I was impressed that he didn't charge me, and was of course concerned because he felt my furnace wasn't safe because it was "not safe to open" as he stated on the invoice. This invoice by the way, I noticed had the Better Business Bureaus logo on it . . . only later to find out (because of the immense problems I had with them thereafter) they were not members!

I was leaving on the 15th until the 31st of December, and I of course, wanted to make sure my house was inhabitable for my house/dog sitter staying over starting the 15th . . . I made arrangements with "Joe" to come on the 14th to "replace the furnace." And 2 men came and installed it the only name I see on the invoice is "Yegor." They left no owners manual! Nor the new thermostat that was supposed to be installed with the new unit. Additionally, they spoke very little English which made it extremely difficult to communicate with them in getting any questions answered.

The following is how I was duped by this company and had to endure almost 2 months of unscrupulous experiences with them.

Dec. 26th or 27th my house sitter calls and says the furnace is not working!!!! I had planned to return on Monday, the 31st. Since I had to return to work on January 2nd and I didn't want to have to take another day off work, (I did when they installed it on Dec. 14th) I called them FROM WASHINGTON to explain the situation and made an appointment for between 9 12 on December 31st. I had to spend $50 to change my flight.

Dec. 30th--I come home around 10:30 p.m. to find a message on my answering machine from them stating that "they won't be able to make it on the 31st and will come on Jan. 2nd between 9 & 1!!!! I was FLOORED, and called and left a message on their answering machine (even though it's a 24/7 operation no one picked up the phone), I left a message saying something to the effect of how dare they change without consulting with me personally, that I cut my vacation short 1 day to get it fixed so as not to miss work, and that they needed to call me immediately because I wanted/needed the heater fixed--especially since it's not working! Not to mention how cold the nights were!

Dec. 31st--No one called by 8:30 a.m. So I called and started to complain and she (at this point, I didn't think getting names and taking notes would be important but did start to shortly thereafter because of these bizarre and major problems--and it seems the more I ended up calling, the more I had to request a name) said she knew about it and would get back to me. I waited until about 10:30 and called again and began to express again someone needed to come out . . . and she said "I know, I know" someone would come between 1 & 4. She didn't call and inform me like she said she would! I was getting impatient because I had errands to run! I told her thanks, I'll run some errands and be home by 1. I got home by 12:50, and there was a message from the tech, "Serge," asking me if he could come early . . . like around 11! But I was out running my errands since I was told 1:00.

He did come around 1 PM and his claim to the problem was that my built-in bookcase did not give enough clearance for the heat and should be moved 18"! I countered with why wasn't that a problem before? (with the old heater) He claimed it was something about how this one is "made a little differently" or something to that effect!But, he said, he fixed it so it would never have difficulty turning on again! SSo I didn't move the built-in--since it was bolted to the wall (notice I said bolted. . . explained later--see below). So he left.

For the next 2 weeks, the heater never sufficiently heated the house like the old furnace. It would never reach past 64 degrees . . . and as a result ran constantly, yet not ever heating the house completely nor sufficiently! In the 14 years I've lived in this house, my gas bill almost doubled what I've averaged in payments years before.

1/14--I called the company to express that the furnace is not heating sufficiently, and felt that the 25,000 BTU furnace they put in was NOT the same BTU's I had before--Because I never had this heating problem with my old one. (I also expressed a new problem that the past few days, the heater wouldn't turn off!!) I called before I left for work, and "Amanda" said to call back at 8 and speak with "Lisa." So I called from WORK at around 9 AM, and Lisa said that "Joe" would come on 1/16, between 3 and 6.

1/16 -- I rush home to be there by 3, only to have a message left by him (filled with excuses) that he couldn't come, and he would come on 1/17 for sure between 3 & 4. They had my work number!!! (I had cancelled a conference at 3 p.m., for 1/17--and then had to cancel again! My boss was not happy . . . )

1/17 --"Joe" shows up (the heater wouldn't turn off when I left again in that morning . . . Joe absolutely insisted the bookcase was creating the heater problem--and said there needed to be 18" of ventilation space to work properly. He claimed and insisted the 25,000 BTU's were sufficient. I said, again, they couldn't be if it's not heating the house--and my old heater never had an issue with the bookcase!!! His response (yelling): "I've told you 5 times now already, do I have to tell you a 6th time? Okay, the heater needs more ventilation room--18 inches, so that it can work properly and heat the house properly." He went to the thermostat (Remember this was to have been replaced with a new thermostat when the new heater was installed and wasn'tand remember also no type of manual for the new unit was left either) and he strongly wiggled the lever back and forth--ending up breaking 1/2 of it off!

I was starting to go into "shock" as he became increasingly rude and angry. I mentioned that the old one would show the BTU's, and that perhaps he could try to find it. He said it was "trash" now, and why didn't I check what I had before they took it out! We were walking towards the kitchen and he saw his original invoice on 12/4 and was "slamming" his index finger several times hard on the part where he had written "rebuild unit." I didn't quite understand what his point was at first. I then realized he was insinuating that if it had been "rebuilt," then we wouldn't be in this problem now!!!! Obviously, if I had an of the absolute nightmare that was to follow that perhaps it might have made my life easier to actually had gotten it rebuilt. But then I would question as to whether, because of their total lack of experience and knowledge just installing a new one, how much more of a nightmare it might have been!!!

He left, fully convinced that the heater wasn't heating the house sufficiently because of improper ventilation on the one side. As he was going to the truck, I went to see what happened if I turned the heater on . . . and that's when I noticed he had broken the lever on the thermostat!! I then rushed outside to have him come back inside so that he could confirm while I was there, that he had broken it. As he left, he said he would get me a new one and replace it but again, I was supposed to have a new one anyway!!!

Then I pulled out the bookcase!!! Leaving holes in the wall as a result! There was now way more than 18 inches of space!!! This, by the way, was no easy task! I am a 54 year old, single woman, and suffer with Rheumatoid Arthritis!!! This also exascerbated the many insurmountable nights of almost freezing temperatures where I had absolutely no heat!!!! This resulted in so many sufferable nights that were not only extremely. . . but also sleepless!! (This saga/dilemma will unfold as my horrendous experience to date . . . got worse and worse as I continue to share with you this incredibly bizarre, unbelievable, and preposterous experience with this absolutely "UN"Reliable Service Company!!

1/18 - 1/25--I stupidly assumed I would be hearing from Joe or someone from the company about replacing my thermostat. No calls and no messages with the furnace still not working properly!!! It was still not heating my house like the old furnace had, was running constantly and still resulting in incredulous gas bills . . .

*****In the meantime, I decided to try and do a little investigating on the internet regarding BTU's and area coverage. I found out 3 very interesting AND important pieces of information. #1. On the Williams site, I found out by entering the measurements of the living room and high ceiling, that I needed 35,000 BTU's! #2. I found the owner's manual for my unit (which I never received), and it specifically diagramed that my furnace needed a minimum of 4 inches (!!) and not the 18 inches "Joe" claimed (and "Serge" on 1/31) of clearance!!!!!! #3. This NEW 25,000 BTU furnace was SUPPOSED to also come and be installed with a New Williams thermostat!!! (That's when I found out as I also mentioned this in the above comments.)

1/25 --At 1:45 pm from work, I called the company. I wanted to tell them about how I was very upset that they hadn't contacted me regarding the broken thermostat, that "Joe" was never to come to my house, and the furnace still not heating like before! As usual, when I called, I was not given the person's name--Just "Reliable Service Co." I asked to speak to the supervisor, she said "what do you want/need," I said the supervisor, etc. This went on about 4 times, and then she said she was the supervisor! Her name was "Lisa." I then proceeded to tell her about "Joe's" behavior on 1/17 and how I never wanted him in my house again, that I wanted the new thermostat and owner's manual I was supposed to have gotten! I mentioned I had moved the bookcase by myself, and still needed a stronger heater because the furnace was definitely not heating the house. She then said: "I'll have to contact my supervisor to contact you, his name is "Mike"!!! It was obvious she was lying about being the supervisor! She asked for my phone number for him to call . . . (I stupidly was thinking it would be right away) and said to call me at my home phone after 30 minutes. Well, as usual, I came home (no call at school, had left number) and no message on the answering machine.

So no phone call by 4 p.m., so once again, I call. Again no name (found out it was "Bella" after asking) when she answered, I had to repeat my earlier phone call, and she said he would call within the hour. No one called by 5:25 so once again, I called and asked for "Mike" (it was "Tamara" who answered) . . . wanted to know what I was calling about . . . again, for the umpteenth time I did, and she said there was no "Mike"!!! I explained when I talked with "Lisa", that "Mike" would call me . . . "Tamara" thought I meant "Mike, a tech." and not "Mike, the super."

Finally,at 6:45 pm, I called the office and "Tamara" answered. She said she "couldn't get a hold of him, and that he would call tomorrow." I did mention that since 1:45 I had been waiting for nothing--again, like my time means NOTHING to them!!! I had planned on having dinner with friends but cancelled because this was so important, and I was tired of being cold!

1/26--"Mike" called at 3:50. (He had left message on answering machine, I called back to be told again he would call back--and he actually did!) I explained about "Joe's" disrespect, that he broke the thermostat lever on the above date 1/17, and had absolutely no contact from him or company to fix it--but I was supposed to get a new thermostat anyway!! I said I never wanted him on my property, wanted a new thermostat and owner's manualI never got and should have had. "Mike" said he would then have to talk with "Joe" and "get his side." I AGAIN, practically pleaded with him that the current furnace was not strong enough and desparately needed a 35,000 BTUbecause the 25,000 BTU was not heating my house like the old one.

Even knowing I was not getting sufficient, and I had waited since 1/17 to hear from them . . . I couldn't get an appointment until 2/1!!!

2/1 "Serge" comes at 3:00 has cover off of heater for quite awhile checking out heating capacity. The heater was as high as it could go! He walked around outside on his cell for quite awhile . . . obviously to give the heater time to heat up the house. He made insulting comments about how heat rises--noticing cobwebs on top of stairs. He wanted to go upstairs, and I said no because of the huge mess in the bedroom. That's when he wanted to take the digital thermometer he had and go upstairs to prove the heat was sufficient!! (Obviously heat rises!!! But I sleep in the downstairs bedroomwhere I was getting no heat!)

With the heater cover off, it appeared to generate more heat . . . and I asked him about it--to which he replied, "it doesn't make that much difference when the cover's off." (I felt it did make a difference because I noticed and felt more heat!!) At one point he asked me how hot/warm I expected it to be . . . to which I replied warm enough to keep it from having to run constantly and at least to 70 degrees!!! The heater has been running CONSTANTLY now for about 1 hour--and has not turned off!!! At about 3:45 I mentioned unit is not strong enough--and mentioned my neighbor across the street with a much smaller house, has 35,000 BTU'S!!! At 4:00, his digital thermometer he had set up by the thermostat read 68.7 degrees.--again, cover off the heater, and not even at 70 degrees all that time--and running constantly!! Again, at some point telling him I never had this problem before!!!

Then at about 4:30 he asks "what if the 35,000 BTU'S doesn't work." I replied I knew it would . . . and he kept "pressing for an answer." I finally responded by saying I would probably have to speak with the manufacturer. He FINALLY consented!!!

This was when I noticed him doing something I thought was odd . . . (which, extremely unfortunately, ended up creating more problems that lay ahead for me!!) I noticed him cutting some wires (I hadn't seen stick out before when the cover was off for over an hour while he was checking the temperature with his digital thermometer)--and now know he was preparing the auto-shutoff portion that the 35,000 BTU's come with, and the 25,000 BTU's don't! I took pictures because I thought it was so odd when he had gone to his truck for more wires/parts. He left at about 4:35.

AT 7:30, (I had turned off the heater shortly after he left around 4:45 because it really was warm after being on over an hour, and my gas bill had been so high), The heater wouldn't turn on!! I called Reliable, and got "Amanda," she said no one was available, and someone is coming out tomorrow anyway!!!! It was cold!!!!! I knew that, and should have accepted it, but I was so frustrated with yet another cold sleepless night! At 7:40, I tried calling other companies I was so desperate--to no avail . . .


2/2--Finally someone came to install the 35,000 BTU!! Unfortunately, it was only 1 person instead of 2 like last time--and he didn't speak English!! "Adam," is what he told me his name was. He said (as best he could and very difficult to understand) mentioned he had been in the country only 6 months.) I was frustrated because I wanted an answer as to why the heater wouldn't turn back on after "Serge" left the day before. He had absolutely no clue what I was saying--so of course, again no answers. He came at 1:45. At 2:20, he "gestured" that he needed to make a small cut to get the old furnace out! I couldn't figure out why he couldn't get it out if it got in--and there was no way he could explain it to me! In retrospect, it was because he had absolutely no help! Two men came to install the first (incorrect) heater. I "gestured/motioned" with my thumb and finger, as did he, as to how much and said ok.

Then at 2:40, he asked (gestured) who put the 2 wires (I took pictures of with camera and cell), and I said "Serge." He looked puzzled as I repeated his name, and I said "from your company. He then continued working on it . . .

At 3:05 he seemed to be making lots of phone calls after I "challenged" him for wanting to cut more into the baseboard--that (according to the internet manuals for both units) this unit is the same size, and nothing should need to be cut!! Lots more calls came and went for quite awhile. He appeared quite inexperienced and unprepared--had to keep turning on lights as the day passed--brought no flashlight! Eventually turning on living room over head track lights!

4:25 he's ready to leave and everything appeared to be okay. He checked bedroom furnace, and wound up clipping some of the silver metal, I guess to fit the vent better. He also showed me the thermostat and its use.

So at about 4:30ish, he hands the cell phone to me to talk to "Serge." "Serge" has me look at the same place there were the two wires, which were now capped together wires--and there was a red-type button-switch. I said is this the "auto shut off?" (because I knew from looking at the internet, that the 35,000 had one--the other did not)--and he said "no!" Said it was something about overheating . . . isn't that the same thing?!

At 4:45 "Adam" left. I tried to get him to write me an invoice for the new installation . . . but he couldnt understand what I was sayingand he probably was unable to write one because of his not being able to speak English! At 5:00 the house was nice and toasty. So I turned it down, and of course it went off. At 5:45, I turned it up again because it was getting cold (AND surprised, with the new thermostat it didn't turn on . . .) It wouldn't turn on--I turned it off, then on to perhaps "jump"--went to bed again with no heat! I didn't call because I knew it would be fruitless at that point in time.

2/3, I called Reliable around 10:30 a.m. "Peter" answered and I explained. he said there wasn't anything he could do, he's only the "call center" and that I would have to call "Lisa on 2/4!!! He wouldn't even try to call anyone in the "field" to fix my new and broken heater!!!

So I called 2 other heating companies to see if anyone would come. (I was SO ABSOLUTELY DESPERATE FOR SOME HEAT!) The one that answered, and wound up coming, was Craig Mechanical Services. He said (on receipt also that "Limit switch is loose--the contacts on the switch are loose and not making a connection. Switch is defective and needs to be replaced." He got it started . . . but wouldn't stay on--just as he said it would probably do!!! And I had to pay $126.75 just to find out he couldn't fix it!!

So another cold night and no neat!!

2/4--At 10 a.m. from school, I called and asked for "Lisa." She answered (still don't say names when answering). Before I finished, she gave me to "Bella" (the one with thick accent). Started of with the same thing of having to repeat everything what is your address, zip, when was it installed, etc). I said 2/2 and wouldn't turn back on, had to get someone else to check it since her company refused and was told by "Peter" to call "Lisa" today . . . Bella said she didn't have an invoice, and I said he didn't leave me one either. Then she asked who installed it, and I said "Adam." She then said "we don't have an "Adam" working for us."!!! (Can you believe this company!?) I then informed her that he had talked with "Serge" a lot that day. She then took down BOTH school and home phone and stated someone would call. I insisted asap, and she assured me.

No call the rest of the day at school. I get home there's a message from "Serge" claiming he couldn't get through to my extension with the operator I confirmed with the operator on 2/5 . . . he never called!! It's about 3:30 at this time. So I call, and Ariel answers and I left message with him to have "Serge" call. At 4:45 I call again, since no one called. "Peter" answers, says again (same as Sunday) that there's no management, he's just an answering service. (Their ad in the yellow pages specifically states they are a 24/7 company!!!) I said then to have "Mike," the supervisor, call because I've waited since 2/2. He said he would have him call--whether Serge or Mike, I didn't care at this point--just wanted the heater fixed!! There was no call the rest of the evening--another cold night and no heat!!!!

2/5--I called at 6:30 a.m., and left a message saying I'd had enough, if they didn't call by 8 a.m. I gave my cell, work, home phone--said it 2 times!!!, I had no other choice but to get another heating company and would see them in court--and that they should be ashamed of themselves for treating customers like this.

At 10:15 a.m., I believe it was "Lisa" that called at my work and said "Serge "could come out tomorrow!!! I said not today . . . ? She said "no." I knew he would come out and just say it needed to be replaced, and it would take yet another day!! So I had to wait yet another day!!! . . . and cold night!!!

2/6 "Serge" comes about 3:30, I show him invoice left from Craig Mechanical Service. . . to which he responded, "it can't be, it's brand new . . . " He fiddles with it for awhile, and agrees it needed to be replaced, and to tell him what time to come tomorrow. I said the soonest would be 2:30,
. . . I honestly thought (and wanted to believe that they were actually concerned and wanted it to be fixed on my behalf), that he said he'd be here at 3:00. He had put in a temporary switch and I was finally getting some heat!! Before he left, I mentioned and suggested that I really should have received an invoice of the 35,000 BTU installation. Rather than creating a new invoice he wrote on the 25,0000 BTU invoice, the installation of the 35,000 BTU invoice on 2/1 with his name appearing to be the one who installed it!!!

2/7 I rushed home by 2:30 . . . no "Serge" by 3:30. I called to inquire, and "Alex" (new person) said it was supposed to be between 3 & 7. I totally misunderstood, and had important dinner plans with visiting relatives. So I cancelled for Sat. morning between 8 & 11. (It had not been as cold, and the heater was working now, so I felt there was no real rush.)

2/9 "Serge" came at 11:20. But I had called at 8:30 to confirm. "She" (again no name) asked for zip code ONLY. And then she said "it looks like it." I just said "ok." At 10:45 I called again and again (no name--"he") asked for zip . . . and replied "he's on his way." Would have been nice for a "courtesy" call--don't know why I even said that, they've never been courteous!

I didn't write it down, but it didn't take long for him to install it. He was going to leave, and I said I really think I should have some type of invoice, so he went to his car. But all he put on the invoice was the 35,000 BTU installation!! (He already wrote it on original invoice!) So, I said I had really meant an invoice for the limit switch . . . and he begrudgingly took back my copy to put under his and write it in. It's very hard to read . . . but when I asked him what it said because I really couldn't read it . . . it was incredibly illegible. I BUT he said it said "limit switch replaced." (Even though "switch" doesn't look like "switch," and "replaced" doesn't look like "replaced.") Those were his EXACT words to me.

From that point on--everything is good and I haven't had to call them since!! All this nightmare because the tried to "cheat" me by installing a cheaper and smaller unit!!!

I had contacted the Better Business Bureau I believe shortly 1/17 after I had the HORRIFIC problem with Joe. Because I had noticed their logo was on the copy of the invoice he had given me the estimates of rebuilt or new . . . I looked up their companyand BBB indicated they were not members!!! So I had promptly contacted them and I ended up faxing them a copy of the invoice as they requested. Their response is that after they saw my fax, they would be contacting them . . .

So shortly after 2/9, I again contacted the Better Business Bureau to file a complaint about the despicable treatment and experience I had with this companyand to explain (and to hopefully get) why I wanted the refund/payment of $126.75. So they said they had tried to contact the company twice regarding my complaint . . . to which they never responded, and my complaint was listed as a no response. But, I was so glad to see the rating for Reliable Service Company went from C to D . . . and when I looked it up today (5/6), it's an F ****Also, the last and final invoice I received on 2/8 had the BBB's logo on it!! But I also noticed today on BBBS website under the heading Advertising Review, they stated they had misused the company logo or name . . . on April 17, 2008, the company was notified to remove all references . . . "

Today, 5/8 . . . I informed BBB that their logo is on the Reliable Service Company's website . . .

4/17 I decided to mail a registered to them stating (VERY briefly because they really would care less about my horrid experiences that started on 12/15 until 2/9) why and a copy of Craig's Mechanical Service invoice I wanted, and deserved, the $126.75. I did indicate that if I wasn't at least given that money back, not only was I entitled to sue them for it . . . but I could possibly add the pain and suffering they put me through especially with a proven diagnosis of my rheumatoid arthritis I've had to bear for 14 years now.

4/24 Iactually received a check from them dated 4/22 for $126.75!!!!

But with the absolutely unspeakable experience I had with this company for almost 2 months, I felt I had to share this with Rip Off Report . . .

Cathy
Pasadena, California
U.S.A.