Reliance Home Comfort

Twice my hot water tank leaked. First time, the service people told me to put a hose fitting over the drain. The second time, the service people told me "it must be the pressure release valve" and I could "just put a bucket under it". Finally, when I woke up on January 26th with two inches of water in my basement, they decide to send someone out. After talking to several departments, I finally arrived at "Customer Resolution". I explained the situation to the person there and she simply implied that I was not being truthful about my dealings with Reliance. There is no way customer service would tell me to fix the problem myself. That was the point that I decided to end my Reliance relationship. The next bombshell really threw me off. I was informed that the technician coming to remove the old tank and install the new tank would be cancelled and I would have to schedule another day for removal! I was then informed, if I removed it myself, they would pick it up and charge me! (Or I could drop it off at their location at no extra charge.) I took a trip to my local hardware store to pick up a new tank and guess what? They had heard the same story from countless people about reliance. Customer after customer coming in to buy parts for their own quick fix at the suggestion of "customer service". After returning home with my new tank, the Reliance technician showed up with a new tank. Imagine his surprise! After explaining the situation to him, he was furious. He too had heard that customer service had been reluctant to send techs out for small leaks and such (Essentially saving reliance money and taking money out of his pocket!) Thankfully, he decided to remove the tank and inform his manager about the atrocious service I had received. Unfortunately, the tech had unplugged my chest freezer to plug in his pump to empty the tank and failed to plug it back in (by mistake I am sure). On top of that, his manager never followed up with any of it. In summary, $350 in lost wages for the day I took off, $400 for a new tank, damage to my carpet and items in my basement, probably close to $200 lost from my freezer and not even a follow up call from Reliance. So here we are two months later. Why write a review now? They just sent me a bill for Mar 27 to June 25 for a hot water tank that has been gone since Jan 26! With all the articles in the paper, stories from local hardware stores and reviews here, maybe people should think twice before deciding to deal with Reliance.

My Reliance HORROR story

I recently purchased a new home with a basement apartment. I had two tenants one upstairs and one downstairs.

I received a call from one of the tenants indicating they had no hotwater at 820 pm on the 24th of February 2103. I immediately placed a call to reliance for service. I was told I would receive a service call within 3 hours.

I waited 2 hours and called back, only to be told that service does not work past 9pm...... Very disapointing.

I was scheduled to leave the country the next day. I called reliance again from the airport at 1113am and was told the service company had booked and appt with the tenants to fix the no hot water issue..... Great! So I thought.

I arrived at my destination and received an email from the tenant saying no one had shown! I again called Reliance and was told the service call had been completed. I requested they contact the service contractor and confirm. They did and were told a tech ha attended.... I advised they had not and requested a supervisor (long distance on my holidays from another country). It was then that the attendant hung up on me. ( i was later told it was disconnected ..... Bs!)

again I called back, past 1130 pm now. I spoke to a female named Sandy who advised she could only email a supervisor for the next day.

Somewhere in this conversation i was told the subcontractor was Go Heating.

I called around Barrie trying to secure any emergency service so that my tenants would not go a second day without hot water. I was unsuccessful.

I found the 24 hour contact for Go Heating (Thanks google) and placed a call waking up the tech.

He said: 1. We attended but would not wait for the tenant (he advised them he would be home between 430 and 530 on the 25th.) Reliance does not pay fr after hours service, therefore they will not be coming out. However, if I had been their client they would come out. Brutal!

I made arrangements for the tenant to take time off work (As I am out of country). He made himself available until 1100 am.

I placed a call again to that horrible 1-800 number and spoke to a very sympathetic attendant who informed me that the attendant Sandy from the previous night was the on duty supervisor! She made an appt while I remained on the phone with Go heating to attend the next day. February 26th.... Two days no hit water. Both tenants rightfully angry.

I woke up and called Reliance at 830 am to confirm the
At a tech would be attending. This person was very rude and short. Thu refused to call Go Heating to confirm a tech was attending...... And for the second time I was hung up on! (Dont get me wrong here, I was firm and adamant but never rude or foul to the attendants.... reliance records all calls so please check!)

I then tried contacting go Heating again to confirm. I had someone answer the phone and when I told them what I was calling about I was hung up on. I called back 3x's but each call picked up then hung up. (Go Heating...... Your tact and customer relations are Horrible!)

I contacted the tenant who advised a tech showed and said the unit needs replacing.

I contacted Reliance again from out of country and spoke to Sandy (same one as before ? Who knows. Sh assured me this would be dealt with today. Sure sure, I've hear it all before.

The tank was replaced by the end of the day. Three days later the tenants can finally clean and shower.

I tried calling Sandy back at the number she gave me 6477280774. This number is bogs and just rings. Then within a few minutes Reliance called me back to sell me furnace insurance!

I explained my complaint at the whole process and was sent to the resolution dept.

I again explained the whole story (as above) and was told I can expect a call from a manager to resolve the complaint.

In the meantime I dealt with my own tenants complaints of service and ended up giving each one $100 gift cards as a show of good faith.

Within 3 or 4 days I received a call from Mario who advised he was the regional are manager. He was very apologetic and advised he would get to the root of the problem and get back to me. He then as a show of good faith said he would comp the water heater rental for 3 months.

Almost a month went by and no call back. So on March 22nd I called him back on the cell # he provided. He apologized and said he needed to check his notes on it and would get back to me in a few minutes. That was 17 days ago ...... Or 24,480 minutes ago.

It seems like they just try and ignore you till you go away........

The kicker is I just received my reliance bill. You guessed it, no compensation!

Reliance if you in fact read these You really need to work on your service.

If I could get out of this contract and put in my own water heater I would. I have never in my years of service ever dealt with a company so fixated on avoiding issues. Even up to the Area Managers.

Mark H.
Barrie

Last week my 20+ year old furnace finally started to give out. When I called Reliance I was put in touch with Marty. Marty was courteous and professional ... but refreshingly straight to the point and gave me exactly the information I needed to make a good decision.

The value offered was tremendous; and within days of making my decision I have a new furnace and, for the first time, central AC. The crew Reliance sent to do the work was fabulous and did excellent and very neat work.

I am very happy!

To my surprise I had the first female technician to visit my home, Amber (employee# 1620). She diagnosed and fixed our "no heat" issue with speed and accuracy. I am delighted to see a woman in an industry which has been dominated by men....I congratulated her on her career path and wished her much success in the future. My 9 year old daughter was also quite impressed....go girls go!! I am also relieved to know that our comfort protection plan has covered the costs of our repair/service. Our furnace is only 9 years old and we have had to call Reliance a few times already....thank you!!! Insurance well spent.

I recently had an issue with my rented hot water heater, reliance came to fix the problem. They determined I would need a new hot water heater. They came the same day I called, (yesterday) took out my old heater and replaced it with a new one that same day. Within hours I was all set with a new tank. I think I had to wait longer for the water to heat up in my tank, then my install. Thank you Reliance

Phone service is poor and inaccurate (told Reliance does not offer or install tankless systems) yet actual service from Thunder Bay tech Paul was awesome, both timely and efficient. He is the person who told me I was misinformed by phone about tankless sytems.

Our furnace was working intermittently and unpredictably. We called Reliance Home Comfort for service through our protection plan. Three different technicians worked through the problem with different solutions. Amber (Employee #1620) was the one who ultimately determined that the motherboard was the cause of the problems and replaced it. Her time, effort, and persistence is greatly appreciated by our family.

I recently signed up for Home Comfort maintenance program for gas furnace (owned) and water heater (rented through Reliance).
I called Reliance to perform annual service check on my furnace and water heater.
There were no problems with either.
The contractor was Charlie Murray A.W. Heating and Cooling
in the Prescott area. Mr. Murray contacted me by telephone and
said he would call back and arrange an appointment time..
He never called back, and I forgot about it for a time.
My husband finally called Reliance again, and I believe he stated he was upset with the service. He made an appointment for the service check. The Murrays (father and son) came at the appointed time and date. They made no apology for not following up themselves. They conducted their inspection. Made a slight alteration to temperature of hot water heater, and changed the furnace filter. They spent less than 1/2 hr on this maintenance check.
Prior to this, I used another company who spent a great deal longer to perform these procedures.
I am doubtful that the Murrays did a thorough job, however we continue to have an efficient working furnace and water heater.

If an emergency arises, would these men be reliable to call for prompt service?

Had a sales rep to my house to look into replacing my 21 year old furnace and air conditioner. She looked at what I have, verified what I needed and we discussed buying vs renting. I decided upon renting. The next day I had a tech rep in to do some measurements, and the next day my furnace, air conditioner and humidifier were installed. Total of three days from talking to being heated bu my new system. WOW