Mark H from Barrie

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