Reliable Ducts Heating & Cooling

Reviews

• TW

  Teresa White

  2 days ago
  5.0
  Trace did a great job quickly assessing the problem and explaining the details and had the part on the truck to complete. Always professional, courteous and explains what to expect well. Company did well with follow up calls if they needed to change.
• SP

  Scott A Paris

  2 days ago
  5.0
  Very responsive, same day service. John communicated well, diagnosed quickly and explained the steps necessary. Replacement motor picked up quickly and repairs completed fast. Systems checked and A/C works great again. Thank you
• LM

  Linda Martinez

  5 days ago
  5.0
  From my first call to a repaired AC unit, my experience with Reliable Ducts was excellent! Although they weren’t able to get me on the schedule for 24 hours, they arrived in the allotted window of time, called ahead of time, Eric was professional and knowledgeable. He assessed and explained the situation and replaced the capacitor. Will definitely use them again for future maintenance. They also worked with my existing warranty.
• J

  . Jones

  5 days ago
  5.0
  We had an emergency call and a maintenance call within a 3 week period resulting in 3 different technicians. Piter, Eric, and Dustin and all 3 were professional, handled the issue and got our AC running efficiently.
• AG

  Ariel Gauthier

  6 days ago
  1.0
  Reliable Ducts is the HVAC contractor required through our Dream Finders Homes warranty. Our first contact with Reliable was on 8/19/26, when our downstairs HVAC failed. Despite our home becoming increasingly hot, Reliable determined over the phone that we were not experiencing an emergency because the upstairs unit was still functioning. Reliable came to our home on 8/20/26 and determined that the downstairs unit's compressor had failed. We were told the replacement part could not be sourced for an additional 3–5 business days. Despite our concerns that the upstairs unit would not be able to keep up with the rising temperatures and additional workload, Reliable refused to provide temporary cooling because the upstairs unit was still functioning. Dream Finders' warranty team ultimately provided temporary cooling units through another HVAC company, but the temperatures continued to rise. On 8/21/26, Reliable came back to assess the upstairs unit because we were concerned it was being overworked. The technician confirmed that the upstairs unit was “doing the best it could” given the downstairs unit was not functioning. The temporary cooling still could not adequately cool any portion of the home, and temperatures continued rising. Reliable returned again on 8/23/26. Our home ultimately reached 83°F, with five children in the home, including two with special needs who cannot safely tolerate extreme heat. During the 8/23 visit, technician Trace provided no meaningful assistance and ultimately refused service. We were not expecting him to repair a unit without the necessary part—we were looking for answers, assistance, and any reasonable temporary cooling solution. When I asked about additional cooling, he said, “I don't have a part for you, I don't have a temporary unit for you and I don't make those decisions”. When I asked who made those decisions, he responded, “unfortunately I can refuse service to you now and leave”. When I told him he had already refused service, he said, “no I didn't, I showed up here”. I explained that showing up was his job, and he responded, “I don't work for you”. He also stated that alternative cooling solutions were “above my paygrade” and that I could call during regular business hours to speak with someone else. What was most frustrating was his complete lack of effort to help. He did not offer to contact a supervisor, attempt to escalate the situation, provide another solution, or demonstrate any empathy for a family with five children sitting in an 83°F home with inadequate cooling. Even if Trace genuinely had no ability to provide another solution, his responses, attitude, and manner of handling the situation were completely unprofessional and inappropriate. Telling a customer he can “refuse service,” arguing that showing up constitutes providing service, and stating “I don't work for you” is unacceptable. This interaction needs to be addressed by Reliable's leadership.

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