Karina from Hamilton

We were getting cool to warm water out of our hot water taps for over 6 weeks. After numerous frustrating calls to Reliance, I was starting to doubt their services. I felt like there was no one at this company that could help! 1st tech out said "don't call us back, its a plumbing issue" After calling a plumber and being charged a $60 service call. The plumber says "its the water tank, not the plumbing." 2nd tech that came out was a contractor (not even a Reliance tech) he played with the water tank, and left us with hot water for 1 HOUR that night! I called Reliance back the next day. I was then promised by the Reliance rep. that I spoke to on the phone, that a manager was going to get in touch with the tech, that had been at my home the night before, and call me back. I waited 2 and a half WEEKS! And still no call back from the manager. I called again! "I'm paying for a service that I'm not getting, and I'm about to send your tank on a one way trip out my front door" I said to the woman on the phone. This customer service rep. understood and quickly booked another service call. After I got off the phone that night, I was still frustrated, so many calls, and techs and still no hot water! It had been almost 6 weeks since the problem had first occured. This time I was determined that, If no one from Reliance could fix my hot water, then this water tank was on its way out of my house with the next technician! The next day, Matt the tech showed up. He was understanding, curtious, helpful and he knew exactly what the problem was!!! Finally! Someone that could help get the hot water back!!! He explain the issue and promised to be back the next day, with the parts needed to get the hot water working again. the next day and $100 later, but its finally fixed!!! THANK YOU to a wonderful tech named Matt #1829. He was the one who fixed the problem and saved this customer! He explained the issue, fixed the problem and left everything neat and clean. Not even the old parts were left for me to throw away in the trash. I give Matt 10 stars for his great work! But Reliance "tisk-tisk-tisk!" Your company really needs better customer service, and more knowledgable techs! Tip: Hire more great technicians like Matt #1829!