Reliance The Furnace Company Edmonton

Heating & Air Conditioning
Edmonton AB T5A 0P7
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Heating & Air Conditioning
Reliance The Furnace Company Edmonton
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86%

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Reviews for Reliance The Furnace Company Edmonton

Average customer rating:
8.9 10 (579 reviews)

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Satisfied Customer in Saint Albert
Satisfied Customer in Saint Albert
2 reviews St. Albert, AB
2/10

Furnace and Air Conditioning Install 2016

New furnace and air conditioning installed in 2016. The installation went very well and we were pleased with the work. We have a maintenance plan for both units . Fast forward to 2019-2022 it has become more difficult to schedule routine maintenance for both units . I have called ahead and the lead time for routine maintenance is three months . Recently an appointment was cancelled by RELIANCE and i was advised that i would have to wait another three months . This has potential to impact the warranty of both units . Something has changed with Reliance as follows.
There is no longer any contact with the SERVICE MANAGER to discuss issues . Increased difficulty to schedule routine maintenance .
The reviews star ratings are falling which has been my experience also . In summary there is a reason behind the fall in star ratings

Approximate cost of services:
$10,000.00
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Company Response

Thank you for your feedback. You are welcome to email me at gwillson@reliancecomfort.com with your account details or full address and I will be happy to follow up on your concerns. - Gemma

Private User
Private User
Private User reviews Edmonton, AB
0/10

Furnace

Our biggest mistake was not fixing our old furnace , but instead we went with reliances new energy efficient furnace .

Right from our first winter with this furnace it was a problem , where the air intake gets frozen and the furnace shuts down . This happens ever 3-4 times a year and after several years they still dont have a solution for this ! I wouldnt recommend this company to by worst enemy because nobody should have to suffer -30 degree weather for 24-48hrs 3-4 times a years !!!

Approximate cost of services:
$6,000.00
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Company Response

Thank you for your feedback. You are welcome to email me at gwillson@reliancecomfort.com with your account details or full address and I will be happy to follow up on your concerns. - Gemma

Nathanael in Toronto
Nathanael in Toronto
0 reviews Edmonton, AB
0/10

Dishonest from the start

I recently spoke with one of your customer representatives over the phone to see "how far we're along we are to paying off the furnace" and she mentioned how we were on a monthly rental program that did not lead to owning the furnace.

This is very concerning and upsetting because we thought we were paying off the furnace since the initial install date of December 2019. We were planning to buy out the furnace, and we have the screenshots and buyout addendum to prove it, but when we finally got in contact with a representative, we were told that our monthly payments were going directly to our furnace.

Which is why we decided to "pay it off monthly" instead of buying out immediately. We were told by the sales rep, as well as, someone over the phone that we could pay off the furnace through the rental program.

I am hoping that we can come to some sort of resolution to this because we've been paying nearly $100 a month for 3 years on what we thought would be going towards our $4400-5000 furnace. To hear that we have not even scratched that amount and only paying for "just in case it needs to be serviced" was alarming. The amount was also much higher than our original buy out agreement.

Approximate cost of services:
$4,400.00
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Company Response

Sorry to hear about the misunderstanding. If you require further assistance please email me with your account details and I would be happy to review this further for you. jdeboo@reliancecomfort.com -Jessica

Diane in Toronto
Diane in Toronto
1 review Edmonton, AB
2/10

Good sale and install but post customer service has been the worst

The sales guy came and made the sale and then he was history! I called him several times to ask about the cover for our A/C unit. He kept making promises and not following through, then I called the 1-800 number and got a customer agent who could not help me but said she would escalate the issue, no one ever contacted me. Called a second time still didnt get any help, she said she would send an email to the dealer. A/C installed July now September and still no help. Impossible to contact anyone from the dealer who did the work. Also, need the permit resent and cant get that so cant get the City to inspect the install. I am VERY UNHAPPY with the customer service

Approximate cost of services:
$5,600.00
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Company Response

Very sorry to hear about this. Please email me with your address and details and I can take a further look into this for you. jdeboo@reliancecomfort.com -Jessica

Steve in Edmonton
Steve in Edmonton
1 review St. Albert, AB
0/10

Dysfunctional Equipment, Undisclosed Lien on Family Home, Terrible Communication & Customer Service

I discovered that Reliance put an undisclosed lien on my house after I sold it this spring following renting a hot water on demand system from Reliance. This complicated and almost jeopardized my real estate deal. I then had to stay on top of them to generate a NOSI Discharge report. When they finally produced, I noted that it stated, "pending discharge", with only 4 days in the system even though I had paid out the amount owing in full over a month earlier. The fact that Reliance even felt a need to secure their chronically dysfunctional hot water tank that needed servicing every other month, at a worth just $11,300 against my house raises question marks. Furthermore, the fact that it was secured using an unknown numbered corporation is greasy and questionable for a company like Reliance. I was also unhappy when I asked for the total bill owing back in early April to clear the amount and their customer service representative forced me to wait a month to get the auto-generated total before allowing me to pay it. I was exceptionally dissatisfied that this has impacted on my real estate deal, complicated the relationship with my buyer, and resulted in a holdback of funds owed to me solely due to Reliance's inaction/incompetence.

During the 3 years that I had an account with Reliance, I would on average wait an hour to talk to customer service, would usually then get forwarded to another division of Reliance where I would be put on hold for another hour, sometimes the line would drop on their end, and I would have to repeat the entire process again. Often, even after getting through to a customer service representative, they would not be able to answer my questions, or would contradict what other Reliance representatives had told me.

For me to take the time to time to write this essay should speak loudly to how I feel about this company. Easily the worst one in the industry, avoid at all costs!

Approximate cost of services:
$11,300.00
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Company Response

I’m sorry to hear about your disappointment. Please email me with your account details at ncousley@reliancecomfort.com and I will be happy to follow up on your experience. - Nicole

Amanda in Halifax
Amanda in Halifax
1 review Halifax, NS
0/10

Worst company to deal with

I bought my furnace back in 2015. With monthly instalments. The furnace itself works amazing and no complaints but trying to get a hold of someone to deal with your account is another story.

In the last month I have called over 6 time averaging a 3 hour phone call each time with a wait time of 2 hours of it. I have asked every phone call to speak with a manager a supervisor with no luck!

I had called in 2020 to see what my payout would and was quoted around $3200.00 and when I called again in April of 2022 my payout was closer to $3800.00. After still paying monthly Im unaware of how my payout would go up and the company couldnt tell me anything either. On top of that I took the contract was for 8 years. Kinda fishy how in 7 year only half is paid off.

As of today I was in the phone for over 3 hours talked to 9 different people and have still gotten no where with my account. I will never deal with this company again!!! And be warned not to do the same

Approximate cost of services:
$8,500.00
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Company Response

I’m sorry to hear about your disappointment. Please email me with your account details at ncousley@reliancecomfort.com and I will be happy to follow up on your experience. - Nicole

Private User
Private User
Private User reviews Edmonton, AB
0/10

Maintenance issues and buy out price high than new unit

Over the six years, I have had a rental agreement. Service booking agents said it was unnecessary when I requested the tankless water heater maintenance. I would have to resolve the manual instructing for the flush to be annual.
After my term on my agreement, I wanted to purchase the buyout. Quoted ~$2200, which is more than the cost of the same new unit at the big box hardware store. Kijiji/Ebay even has used units for a 1/5 of the cost. I asked how they could justify the price, and they told me the cost was the unit + installation cost + service call cost for maintenance. The person on the phone estimated that to be ~$4000, with the depreciation calculated over 16 years. (the unit warranty is ten years) Considering I have paid that in rental costs, it seems unfair. They want you to rent forever. I would never recommend using this company as they take a loan shark approach to business, get two other quotes from other plumbers, and are guaranteed to pay way less, with considerably less hassle in the long run. The only recourse I have is to pay the account closing fee and remove and replace the unit myself, which is why I am heading to the hardware store after I write my experiences for others to be aware. Shameful................

Approximate cost of services:
$4,000.00
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Company Response

Hello, I am sorry to hear of your experience, if you would like to speak further, please email your account details, and a further description of your situation, I would be happy to help. Thank you, Karen – KBisson@reliancecomfort.com

Private User
Private User
Private User reviews Sherwood Park, AB
0/10

Home Comfort Plan - Plumbing

This year: (1) A Reliance plumber declared one of my toilets irrepairable because it was too clogged with urine crystals. I bought 2 bottles of Javelin Urinal Treatment (at a cost of $48) and solved the problem myself. (2) That same plumber said I needed to replace a bathroom faucet in order for the drain stopper to work properly. But several weeks later, a second plumber from Reliance fixed that problem in a couple of minutes (without the need for a new faucet).
(3) That second plumber broke one of my toilets while attempting to fix a water leak coming from the tank. It cost me $425 for a new toilet, with free installation. (4) Following Reliance's 3 failed attempts to stop my allegedly-irrepairable toilet from continuing to drip/run, I scheduled a plumber for 13 May to hopefully solve the problem. NO SHOW. NO PHONE CALL. NO EXPLANATION. So I rescheduled for 25 May (5) 25 May: I called their customer service for confirmation that a plumber would actually be coming to my home. I was told that I was next on their call list and that the plumber should be at my home in about an hour. NO SHOW. NO PHONE CALL. So I recalled customer service and was told that Reliance had overbooked for the day [contrary to what I had been told only a few hours before] and that a supervisor would call me that day or the next day to discuss. I rescheduled for 27 May. NO PHONE CALL. (6) 27 May = NO SHOW. I contacted customer service and was told that Reliance only had one plumber and Reliance did not know when he would be available. I disputed that explanation, providing the names of 3 Reliance plumbers who had already been to my home this year. I was told my account was red flagged for "some unknown reason." Customer Service told me I could not reschedule. So I called Reliance in Edmonton. (7) 28 May: The Edmonton Service Manager called me saying he would review my file on 30 May and let me know what's happened. (8) 31 May: The Service Manager called me saying that Reliance has decided to suspend all services to me because of some safety concerns their technicians have reported. My knowing full well that there were/are no safety concerns, I asked him to elaborate. He refused, stating that he had been advised to be very general in his conversation with me, unsure of what he could legally tell me. I stated that it was very unfair to me to not be given the chance to discuss those concerns that led to Reliance's decision to cancel my Home Comfort Plan. I stated that I may have no choice but to take legal action. He said he would have the General Manager contact me to discuss the situation. (9) 31 May: the General Manager called me. The only additional clarification I could wrangle out of him was that one of the plumbers told him I had made a comment about his [the plumber's] head when he was on my floor working. What comment? Why? No answers. I stated that I may have no choice but to embark on legal action [suspecting possible defamation of my character, and definitely if Reliance refuses to refund the money I have already paid them toward my annual furnace maintenance which I planned to have done in September]. He agreed to talk to all the plumbers to get specific details about their alleged safety concerns, and then get back to me by phone.
About me: I am a skinny, 71-year-old male with bad knees and osteoarthritis. I have never sworn at, or even raised my voice to any Reliance customer service reps, supervisors, managers, or technicians. I have certainly never threatened any of them or made disparaging remarks to any of them.

Approximate cost of services:
$221.00
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Company Response

Please email me with your account information to gwillson@reliancecomfort.com and I will be happy to follow up on your experience and concerns. - Gemma

Private User
Private User
Private User reviews Edmonton, AB
10/10

Maintenance on rentals

Routine maintenance on rental units. Part of rental agreement so come once a year to make sure everything is working well.

Approximate cost of services:
$0.00
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Company Response

Thank you for your amazing review and for choosing Reliance Home Comfort! - Gemma

Private User
Private User
Private User reviews Lethbridge, AB
0/10

Furnace Replacement

Had a furnace and hot water tank installed in 2014. The company did not pull a permit to do the work and have not been helpful when this was brought to their attention while I am selling my home, which has become a major debacle. Secondly, Salesman at the time told me that a humidifier was included, but when it wasn't installed and brought to his attention, he scheduled a time to do this. No one showed up. Then it was stated that the humidifier is not on the contract and there was nothing he could do. Customer service is frustrating, no one can provide answers and just get transferred to different departments. Would never use this company again.

Approximate cost of services:
$7,000.00
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Company Response

Thank you for your feedback. If there is anything I can assist you with please email me at gwillson@reliancecomfort.com - Gemma

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Reliance The Furnace Company Edmonton

At Reliance The Furnace Company, the safety and well-being of both our Customers and our Team Members is always our top priority. We are actively monitoring the Coronavirus (COVID-19) situation and are taking precautionary measures to aid in keeping our communities safe. We have implemented strict safety protocols to provide both our Customers and Team members with peace of mind during this challenging time. We continue to provide the exceptional customer experiences we are so well known for and want you to know that we are here for you when you need us.

To help with prevention, we are taking the following precautionary measures to protect our Customers.

Our Team Members have been equipped with an ample supply of:

* Hand sanitizers
* Disinfectant wipes
* Masks
* Single-use gloves
* Boot covers

We know that this is a difficult time for all and we want you to know that we will be there for you and are taking all the necessary precautions to keep you and your family comfortable and safe.

Reliance™ - The Furnace Company has been delivering high quality home comfort products and services to the Edmonton market for over 10 years. We were the first Lennox Premier Dealer in Edmonton and are the only Capital Region based dealer to have won the prestigious Dave Lennox Award, as one of the Top 25 Dealers in North America out of over 6500 dealers. Now part of the Reliance™ national network, we bring over 40 years of experience with a full service of heating and cooling solutions, ranging from sales and service, financing to rental options. This means you can trust that Reliance™ - The Furnace Company will be here for the long haul and continue to offer you the same exceptional service our customers have come to expect.
When you choose Reliance™- The Furnace Company, you’re choosing one of the largest HVAC providers in Canada, with over 1.2 million customers and growing. You can expect your call to be answered 24 hours a day, 7 days a week, 365 days a year and one of the largest networks of licensed technicians in Canada.
After all, we believe you are buying much more than home comfort equipment, you’re buying a relationship. As you can see, it really is all about you! Your satisfaction is our top priority.

Some services that we offer are, Furnaces, Air-Conditioners and Water Heaters

Our Mission:
We provide our customers peace of mind. We take the risk out of products and services that are essential to their lives and businesses. We make it easy.
888-837-1451 is a TOLL FREE No., please feel free to contact!!

CATEGORIES
Heating & Air Conditioning, Solar Panels, Solar Water Heating, Water Filtration & Purification, and Plumbing
PRODUCTS
Furnaces, Air-Conditioners and Water Heaters
BRANDS
Lennox, RHEEM, Enviro-Sense
WEBSITE
http://www.thefurnacecompany.com/
LIABILITY INSURANCE
Yes
WORKERS COMPENSATION
Yes
BONDED
Yes
WRITTEN CONTRACT
Yes
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