Reliance The Furnace Company Edmonton

I just got new furnace installed and after a month, it makes really loud noise when the heat started which wakes up all my family.

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

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 !!!

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.

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

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!

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

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................

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.

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