We've been renting our water heater for over 15 years now (automatically put on a rental when we purchased our new home) and decided it's time to end that agreement.
I contacted Reliance to cancel the contract and was offered the option of a buyout for $105. This is reasonable considering the tank is about 16 yrs old. I was told we would see the updates in our account in 2-3 business days.
7 days later I called for an update and was told there was a technical issue preventing the buyout from being processed. After further discussions I was then told (again) that it would be processed in 2-3 business days.
Another 7 days later I called again for an update and was told the buyout is in progress but the technical issue was causing delays. Once again, I was told to wait 2-3 business days for the process to complete.
It has now been another 6 days and still no update from Reliance. In the meantime we have received another invoice for a 3 month (advance) rental period. The process should not take this long, and I should not have to keep calling back. Now after several weeks I have no idea what is happening - perhaps they're just trying to keep putting it off so we have to keep paying the rental fees?!
I will provide updates as they happen, but no, I would *DEFINITELY NOT* recommend this company!!!
SEP 13 2022: Yesterday I emailed 3 different CS reps who have replied to other reviews here, but so far none of them have responded, so I decided to call in again. Once again, I was told the same thing - technical issues have delayed the buyout, but it IS being processed. The rep *promised* me the buyout is in progress and that it will be back-dated to my original call on August 22, 2022, and will reflect any payments made in the meantime. I asked for that in writing via email, but all he sent me was a reference #. I emailed back demanding the summary of our call in writing...we wait again. :/
SEP 16, 2022: Reliance finally sent the final invoices showing the remaining balance due and confirming the buyout of the water heater. After 4 phone calls and nearly a month of being told to "wait longer" it looks like the request is finally complete.
Normally I would be happy to add a few stars to the review at this point, but this isn't the only issue we've had with Reliance in the past - one time a tech "red flagged" our furnace during a cleaning, which we later found out was not appropriate. As a result we had no heat (during the winter) for several weeks while we tried to get it resolved. We're happy to know we don't have to deal with Reliance ever again.
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- Company Response
Very sorry to hear about this experience. Should you require any further assistance please feel free to email me directly. email@example.com - Jessica