Reliance Home Comfort

DO NOT use them. I rent my water tank through them - when I had issues with my water tank in the middle of winter, I was left with no hot water AND no heat (since my heater is dependent on my hot water) for more than 24 hours as they couldn't get a service person over.

Latest fiasco is with their billing. Their system had a glitch with the April, bills which I had to call and inform them about as they only thought it was with the paper bills. I have pre-authorized withdrawals that have been taken out of my account for over a year. With the latest glitch it cancelled the last payment going through and then charged me a late penalty fee for not paying it. They accused me of cancelling it even though the system set it up again (which they also accused me of doing even though I was not in front of a computer at the time). They froze my account and promised to call me in 24 hours once they figured out what was going on. 3 days later I called back and had to leave a message and no one called back. Called back another 2 days later and told me I needed to pay my bill right away so as not to incur late fees even though they already had my info on file. Then they double billed me for the same bill as it went through the system with a late fee as well as the payment they made me make right away. On top of all this, they had the gall to tell me not to worry that they don't think I am a bad customer for not paying my bill on time. Clearly they don't know the meaning of customer service and they are the ones who are a horrible vendor!

I had a young man named Pat Dumoulin do my annual furnace inspection, Not only was he curtius and polite but he made me aware of new products and services and did so in "Not so pushy manner" He brought to my attention the age of my furnace and relitive costs associated with running an older furnace compared to a newer one.
Many Thanks.
I only hope I get the same young gentleman next year.

I had a terrible experience with Reliance in that I have been a rental customer for a few years and recently required service for my furnace and water heater. A few weeks prior I had Reliance come to my home to due a seasonal checkup of the furnace and ac unit. During the checkup a wire became disconnected rendering my furnace useless. I did not discover this problem until the weather change. I had to call and wait three days for another technician to come out and restore the heat in my home due to the error created form the routine maintenance check Reliance offers for rental customers. Needless to say I was pissed. I calmed myself and chaulked it up to human error and nothing more - accidents happen and nobody is perfect. Then when my watwer heater started smoking and spilling water out the bottom I had to call Reliance again. This time I was charged with new pipe exhaust installation fees in order to get a new water heater installed as mine was no longer working. I was at work - unshowered and without water for over 24 hours - my wife was at home during the 5 hour window with our two young boys (18 months and a 3 years old) going insane waiting. She was forced to call me as Reliance would not do anything unless we agreed to pay the $180 bill for the exhaust piping. I did not understand and was not given any options other then agree to the work. When I got home I noticed a lot of dirt and debris left in the room the repairs were made. Pieces of cut pipe and screws were left on the ground. Choking hazards for my younger child. I completed a survey and stated my intention to stop my service with Reliance as I did not see any value in their services and found working with them too frustrating. It was not until Brian from Reliance called. We talked for a while over a two day period. He explained that he wanted to improve the situation and correct my experiences with Reliance. If he did not call and express some concern for the way things transpired I know I would not be with Reliance today. My wife and I are still with Reliance due to his insistance that Reliance has higher service standards than the service levels I recieved. He has taken personal interest in all future interactions between us and Reliance technicians. I now have a resource to speak with should I ever have a problem or concern. To me and my wife this has been the difference between staying and leaving - Brian's personal committment to ensuring we are treated right. For that I am 100% satisfied. I recommend anyone with issues find someone like Brian because he cares about his customers.

Kristin (BEA1455) was on time, quick & efficient completed the work in the exact time she specified and assessed another issue to be dealt with and set up that appt before she left. Thank you!

Great customer service from Reliance technician Steve Black - # 0234, very courteous and efficient in replacing my water heater. He was very thorough, and clean and respectful of our home. Thank you

During same day service on my rental water heater it was suggested that I have someone out to assess my situation and tell me the advantages of replacing my 20 year old system. The leasing option turned out to be surprisingly affordable, especially taking into account likely savings on electricity and not having to pay for the protection plan any more. Dean Timpany was punctual, professional and a real pleasure to deal with. He was honest, and did NOT try to upsell which was a big plus for me.

Last Thursday, the temperature dropped a bit and we decided to turn on the furnace... Unfortunately, nothing! No heat. I called Reliance and explained the problem, scheduled the repair from between 7-11am and Ed #8255 was here promptly at 8:00am. Turned out to be a pressure switch and Ed did not have one in the truck (older furnace), so he picked one up and had us back up to temperature in less than an hour! Excellent service...

I also have the Protection Plan, so the cost of the visit was $0.

Very impressed and would definitely recommend to family and friends.

Byron

Jon Cefai was the technician that completed the service visit. He was simply excellent!!! He arrived on time. Performed his inspection. Explained to me exactly how my system works, explained to me the problem, and exactly how it could be fixed. The solution turned out very simple, but he was phenomenal all throughout the process and explained everything i needed to know. I felt confident that Reliance was only sending true experts. Thank you!

After finding that our hot water tank was leaking I called Reliance and booked an appointment for the next day. Reliance tech Jordan arrived well within the booked timeframe and assessed the cause of the leak. Unfortunately he was not able to secure a 50 gallon tank to replace ours, he did try to come up with a few options to help restore our hot water. When I asked if we could upgrade to a 60 gallon tank he quickly contacted his supplier and was able to install the new tank that afternoon. Jordan was very helpful and considerate.
When I called the customer service rep, there was a little confusion about the amount that I would have to pay in regards to new venting to be installed, but the rep took ownership of the misquote and provided a reasonable offer.