This is a company where everyone tells you something different, and I felt service was poor. Actually, they're either very incompetent or they don't tell the truth.
-New condenser fan motor was installed. 2 hours later the same strange noises were being heard and no cold air was coming from the vents.
-Phoned service line later. Told us it would take 24 hours to cool a one level condo. I didn't believe it was fixed so they booked an appointment for next evening between 7-11.
-Reliance phoned after 7 and tried to reschedule. We objected. Said they would have to phone on-call tech in Halton Hills & would be close to 11pm. Said that was fine.
-On-call tech phoned & said he wasn't allowed to fix a/c in the dark. Said would phone supervisor.
-Phoned & said supervisor said no. Told tech that other tech had fixed in the dark night before & that time before this prob (4yrs) ac was fixed from inside. Didn't care, wouldn't come look at problem, wouldn't give supervisors name.
-phoned call centre. Finally got supervisor to agree I should be 1st call of morning. Said Oakville didn't start at 7am, started at 8 but would be after 8 due to "travel time".
-called 9:00 am following morning cause no tech. Told 3 called in sick but I would be next.
-tech showed after 9:30. Only went outside to check if warm air coming out of vent. Fixed from inside. I chatted to him about schedules & he told me:
-they have to be at first call at 7 am
-I wasn't assigned as a first call to him
-even though they book 7pm -11pm appts the don't work after 8pm
-all the ac units in these condos can be fixed from the inside
So, they don't know how to manage their schedules, or the areas they service. Incidentally, the problem was they didn't replace a capacitor when they replaced the condensor fan. While that's annoying, & I really don't believe it was ever working right the first time, I wasn't here & can't say for sure it didn't just fail again an hour later. It's what happened after that has me questioning if I'll use them again. Especially since I can't even speak to anyone who couldmake changes so this doesn't happen to someone else.
- Approximate cost of services:
- $700.00
- What could this company do to improve their services?
- -ensure appt booking centre knows when techs work & when they don't -ensure technicians know their ac types and how units are serviced -customer should be able to speak with supervisor if techician not satisfactory. If a tech is on call so is a supervisor
- Any advice to offer fellow homeowners facing a similar project?
- -find someone else. Cannot recommend this company. Unfortunately only some companies service the type of ac units in our buildings & the Burlington compex.
- Company Response
Thank you very much for providing this feedback and I sincerely apologize for the frustrating experience. If you could please contact me at rmassingham@reliancecomfort.com with more information, I will escalate this issue to our Customer Solutions Team for investigation and follow up. Thanks in advance. ~ Rich