I bought a house and inherited a Reliance Water heater. 7 years later, I have limited pressure and supply of hot water so reach out to Reliance.
I find my tank is 15 years old and I ask them about replacing it. They tell me their tanks last 16+ years and I'm fine - I question a bit how I'm having issues and am at 95% of the lifespan, but they assure me I'm in good hands. They do schedule a visit though which they assure me is free.
Two plumbers show up and mostly try and sell me a tankless system, but in the process to visually inspect the tank and say its fine, suggesting the pressure issue is from the city. Now, you can turn on the cold water and immediately see if its a city issue or not, but they don't take this step.
I still have limited pressure/hot water so I call back and out come two more guys. These guys after having heard about my cold water pressure test tell me the issue is a mixer I'd had installed north of my tank. Clearly its the issue. After they tell me about tankless systems, they leave.
I then proceed to tank the mixer our and notice it is jammed with plastic. Some quick research tells me my dip tube has fully disintegrated and is now clogging my lines with plastic. I've since learned the combination of short supply and low pressure in an old tank is a dead ringer for dip tube issues, but no one bothered to check this.
So I call back and suggest I'd like them to come and confirm the dip tube issue. In the mean time I suggest I'd like to at least know the costs of getting out of my relationship as so far for me it's not been valuable and I'd consider buying a new tank vs renting one. This set me off into a 30+ minute heated debate with the Reliance rep on various things from how much water I actually needed to why I thought it valuable to give them up as a service provider. At some point she agrees to provide me a new tank, but not the 80G one I wanted, rather a 60G one which I was fine with.
She schedules a replacement visit mid day and given I'm very worried now about the plastic in the tank hitting my various faucets (some are pretty pricey), I take a day off work to allow this to happen ASAP. I book off a thursday and wait for the 1-5 window. By 5pm, no one has shown up. I call and they tell me the guys are around the corner and to hang tight. 6pm I call and they say the same. 7pm I call and they can't find the guys. 8pm I call and its the same story so I suggest I'd rather not wait.
I decide to give them another go as a new tank is 1500 installed and I setup another meeting the next day and take more time off work. Guy shows up this time, but tells me there are no tanks to be had and I can't have one till Wed of the next week (it's Friday). This is 4 more days during which this busted tank will be shooting plastic at my faucets so I'm pretty concerned, not too mention I have no idea why they setup a meeting and had me take time off when they have no tanks.
So I call in and they confirm there are no tanks but after I push a bit, they say they will send a guy out to flush my lines to protect the faucets - guy is booked for the Friday evening.
Before this guy comes it occurs to me that flushing the lines while the bad tank is left there isn't a great fix and the plumber says the same thing the second he walks in the door. He asks why he is there given I really need a new tank and I tell him about the tank shortage. He just looks at me and says the warehouse has lots of tanks, hold on - 5 mins later he's lined up a tank for Saturday AM.
This is 3rd party guy mind you who has more intel than the escalation folks at Reliance about their own inventory. Go Figure.
So the tank gets switch and this latest plumber calls me back - Note, this is the first time anyone from Reliance has actually called me. Mind you, this is a 3rd party guy, but he (Rich). is keen to know how my replacement went and he wants to get out to flush my lines as he knows the risk to my faucets.
I work with Rich and he is very helpful and flushes lots of junk out of my lines. I may have only lasting damage to one faucet which may yet be repaired, but its a $2k faucet and I'm very skeptical Reliance will repair it, but we will see.
End to end, no one ever took ownership of my issue from Reliance. I was with supervisors a few times but to this day, not a single call back from them. Their plumbers were more focused in sales than service, though most were friendly and informative, but I can get friendly and informative sales guys for free, I don't need to pay for the service. Rich the last guy out to see me was and is fantastic and the only reason I didn't pay for a new tank and completely ditch Reliance.
I would not recommend as I see the issues as systemic, not personal based.