Reliance Home Comfort

About 3 weeks ago our Reliance rented water tank failed to produce hot water so I called Reliance for service. Over the 3 weeks the tank, only 5 years old failed 4 times in those 3 weeks necessitating 5 visits by Reliance to fix. This is a mixed-feelings review; While all the service visits and communications with customer service over the phone were friendly and prompt, there was a disturbingly poor of communication between their own people.

The first serviceman came and said that Reliance did not install the tank properly to begin with. It faced inward to the partition wall so that it was impossible to properly replace any parts until the tank can be turned. He put in a report and took photos and while he temporarily restored hot water he said and installer would come to turn the tank. After a day the hot water went off again.

The installer came but said it was not necessary to turn the tank and he can fix it as is.

3 days later the hot water went off again, the installer fellow came again and restarted it and said it was fine. 2 days later the hot water went off again!

The original serviceman came and could not believe the tank was not turned and again he temporarily restarted it and again he put in a report to get the tank turned so it can be repaired properly. He said Reliance would be calling to set up the appointment, but they never did. The hot water went off again after a few days.

I called Reliance and made it clear that the serviceman said the tank needs to be re-installed and the person on the phone said she had made note of the situation and would give detailed instructions to the installer.

But when the servicemen came he had no such special instructions. He also showed me additional problems with the original installation, but since he was not scheduled to do a re-install of the tank he would need to come back. This servicemen was by far the most informative and conscientious of the 3 people who came, he also personally set up the appointment to have it done properly. His name is Josh Wynne and he gets top marks for his diligence. He came back and spent 3.5 hours to re-install the tank.

So while the Reliance people were friendly and appointments were promptly attended to I was very unhappy with the number of times it took to get it done right and the lack of proper instructions given to their field personnel. Also I am not happy that the tank wasn't properly installed to begin with.