Our furnace stopped working on January 3 so we called Reliance who we have a paid contract with for the last 10 years. This was the start of the very cold weather . They couldn't come until some time on Sunday because the service guys were on already scheduled calls. I asked of maybe a maintenance service call could be rescheduled so the technician could come to us since we have no furnace. That was not an option they said, we would have to wait for Sunday. When the guy showed up he said it was the igniter , he replaced it on the spot but it didn't fix it. So he said it was the curcuit board and he would have to order the part. Another guy came on Monday but didn't have the right tools because his truck broke down and he had to use a different truck. He called someone else who showed up later Monday evening. It took him quite a while to install the curcuit board and the furnace still didn't work. So he says it was the motor and would have to order one. In the meantime, it is very cold, many calls to the customer service who were extremely rude and told me I needed to be patient. I asked her how the heat at her office and home was. I called Tues but the part wasn't coming until some time Wed. I asked if there was any other place in Ontario that had the motor that they could get on Tues. Apparently the only place that had couldn't send it until Wed. The fourth technician arrived, installed the motor and the furnace didn't work. He was there for hours , with the conclusion that the reason the furnace didn't work was a loose wire. It took 5 days, 4 technicians, dozens of phone calls to customer service, for a loose wire.
- Approximate cost of services:
- $1,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
I'm terribly sorry to hear this Deb and would like to to learn more in order to address your concerns. Please contact me with details at rmassingham@reliancecomfort.com. Thank you. ~ Rich
