Water heater broke Good Friday late,Reliance was contacted immediately. We followed up Sat 2 times & Sun 3 times. Mon. morning a man from Reliance showed up 7:30am told us we need new heater already new that. New one would be installed by 11am. Received phone call from Reliance need new contract she said she would fax over right away after 1 hour I called she said she sent it but I didn't get it she repeated the fax number it was correct. Finally received it and sent back the signed contract. She said a tech should be there by 5pm I gave her a phone number to call if Reliance was not here by 4pm because I had to leave the office by 4pm. I called Grant the person they were to call and told him I was leaving the office now so he came and sat and waited. While sitting in the office the phone rang it was Reliance they were given a mobile number to call after 4pm but they called the office which was closed lucky Grant was sitting here waiting for them, finally around 7pm we got our heater installed. Our tenants upstairs had to go without hot water all weekend which is unacceptable. I have never received such poor service from a company who advertises 24/7 service. I hope whoever took the original call gets some training on how to deal with emergencies. I hope Reliance will compensate us for all our troubles it might make us feel a little better but I am not holding my breath for that.
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- Company Response
I'm very sorry to hear about this experience and would like more information in order to investigate. Please contact me at email@example.com and I will have someone from our Customer Solutions Team follow up. Thank you. Rich