I have mixed emotions about my experience with Reliance. On the positive side, they were the only ones of all the companies I called – many listed on Homestars – who came out within minutes of my call, after I’d been without a functioning A/C unit for five sweltering days in late June and early July. My old machine was 25 years old and needed to be replaced and the average temperature in my house had soared to 31C.
Hirad quoted me what I felt was a much higher price than his competitors, but we eventually negotiated a more reasonable amount. The fact that they would be willing to come early the next day and get the job done right away and the fact they were well regarded on Homestars was what eventually sold me on them. They showed up when they said they would, always a plus, they installed and tested the unit and everything seems to be working very well. Overall, that end of things was great.
The two men they sent over to do the installation were quite competent and pleasant guys and answered all my questions. But this is also where I have my mostly minor issues. For one thing, they failed to adequately clean up my backyard easement area and my basement furnace room before rushing off to their next appointment. I was forced to clean up tubing, a fair amount of black and silver electrical tape – some of it stuck to my basement floor rug - and some very sticky instructions about brass valves that were left crumpled near the new unit. I also had to turn out several lights they'd left on in the basement.
I provided them with some bottled water as they worked, but I found them left behind, along with a fast food coffee cup they brought with them, carelessly tossed and left near my gate. I had to pick these up, too.
I know they needed access to my basement and were up and down the stairs, but they continually left the side door wide open, allowing any flying insects that might like to wander into my house a new place to live. And to top it off, I have rugs on my stairs, and there was mud on some of them as they went back and forth. It wasn't easily cleaned off, but I think I got rid of most of it.
These are little things, but they make a big difference to the customer and they affected what would otherwise have been a higher rating. I think Reliance would be advised to let their installers know that the little things really do count. I will give them extra points for a follow-up phone call I received from Hirad minutes after their departure, who wanted to know how things went. I advised him of my concerns and he said he'd address them, which I believe he will. So you can't ask for more than that.
Otherwise, I'm happy with my new A/C and look forward to it keeping its cool for many years to come. Despite my minor complaints, I think they did a good job for a decent price.
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- Company Response
We appreciate this valuable feedback Dan and I will be sure to pass this along to the team. You are absolutely right that every aspect of the experience is important and I believe that we need to address these comments as they are very important. Thanks for choosing Reliance Home Comfort and for taking the time to provide this review. We appreciate your business. ~ Rich