Hello,
What can I say about the service from Reliance, TOTALLY UNPROFESSIONAL AND NO VALUE FOR CUSTOMERS TIME. I decided to go with Reliance after reading the reviews on homestars and the award they received in 2013. Their quote was amongst the highest quotes I had received but I decided to go with them expecting to get highest level of professionalism and customer service from them. But none of that happened. I was informed that Reliance uses only employees but from the first day I had contractors show up in the team of employees. When receiving the quote it was discussed with the Sales person Mike that the out take pipe from the furnace will be extended to take air from the outside of the house rather than inside and the price was included in the quotation. But the Contractor disconnected both the Intake and Out pipe(which I had not wanted to be changed as it was changed only 3 - 4 years ago, and I landed paying him $565 for that and one more part) I was informed by the contractor Brandon from BC Roy Mechanical about the change of pipe after he had disconnected which I found very unprofessional. The pipes he fixed were not up-to code and had to be re-installed as the Enbridge guys were going to tag them. It took few days for Brandon to come and install the pipes, but still did not complete the installation. The new plenum which was made and installed had cold air leaking from it and the Thermostat which was supposed to be installed was never installed until mid August. I was not feeling the cooling on the second floor and even after 3 - 4 scheduled appointments Brandon(the contractor) never showed up. Finally when I raised the issue with the install Manager he send 2 technicians from his team, who were able to do the work. But they too had difficulty in installing the Thermostat. It was August and I did not start the heat to check trusting the technicians who were employees of Reliance would do a quality job. Then in early September when the temperature suddenly dipped on one weekend the furnace wouldnot start I called Reliance and they send a Contractor to fix the problem. It was a faulty installation / defective thermostat which had was installed earlier by Reliance. The contractor had a Very basic Non programmable Thermostat with him so having No choice I had to get it installed as I had to get the furnace started since I have a toddler at home. Then I brought this to the attention of the Customer resolution team and on September 12th and an appointment was fixed with the install Manager for Sept 26th afternoon to change the Thermostat but again NO show from Reliance Home comfort and NO one even called to inform about the change. I stayed home all afternoon as I need this to be fixed. So in all total 3 - 4 earlier No shows by the contractor and now a NO show after fixing the time directly with the install manager. Is there anyone in Reliance Home comfort who is professional enough to get this fixed and if this is too much of a hassle / problem then please take the AC back and refund my money as I have a 10 year warranty on parts and labor on this product and within 4 months I have seen it all and don't think I can manage it for 10 years.
UPDATE
THANK YOU HAMiD FOR STEPPING INTO THIS FOR US AND HELPING ME RESOLVE THE ISSUES I HAD WITH THE INSTALL. WE FINALLY HAVE A NEW THERMOSTAT INSTALLED !!!
BIKRAM
