Reliance Home Comfort reviews (13630)

Mehul Patel #2469 came to complete and job that was suppose to be completed by the person who install my water heater and did an excellent job, very clean, polite and informative. Reliance needs to stop contracting out there job and use their own trained employee's

Below was the original review. After the original review was written a manager from Reliance contacted me within 24 hours and personally took charge of the problem. A technician was dispatched the next day and the problem was fixed within 15 mins. The manager also gave me his personal contact info in case I encountered any other problems. This experience with this manager has renewed my faith in the compnay and I that is why I am revising my original review (as a thanks to him). My water heater is not giving hot water (just luke warm to cold). A technician came and stated a new part was required and they would come back in a couple of days. A week later no technician and no phone calls. I followed up and was given the run-around 5 times (I had to call them 5 separate times in 2 days) with the promise of a return phone call and answers. I called the next week and the customer service rep stated that my case was escalated and I would receive answers shortly. They sent a new technician who reaffirmed the problem (because they did not have a record of the first service call). They state they are having problems with their contractors, however that is not the customer's problem. That is Reliance's problem as the managing company of the contractor. My front end is Reliance customer service not their contractor. It has now been two weeks I have yet to recieve a phone call from Reliance with an explanation and/or resolution. I am completely disappointed and unfortunately out of luck because no one else but Reliance can service my type of water heater.

My overall impression of Reliance was great, however a very rocky installation and service follow up has left a bad taste in our mouths. We had our initial meeting with Murray and was very happy with his demeanor and "non-pushy" approach. He answered all of our questions and was very patient to clarify and help answer my "dumb" questions, as this was our first time renting/purchasing HVAC and water heater. My husband was determined to buy out everything as he hates rental programs. The buy out option and rebates were a definitely selling feature for us. We were given time alone after the initial meeting to discuss and make our decision. We certainly didn't feel pressured either way, which was very refreshing. We ended up giving a house key to Murray and he had the entire audit and installation of the new furnace, a/c, humidifier and water heater done before we showed up with the moving truck. I felt comfortable and was very happy that everything was being taken care of. Our problems came when we arrived to our new home in London and started receiving very confusing information. A service guy called twice about installing the new water heater, and yet it was already in the basement? A few days later we found out the water heated actually had a leak and he was coming to fix that, not do an installation. The following day, another service man arrived, but again was very confused. He even asked for C.O.D? I explained it was a rental and we just needed a leak fixed which he apparently couldn't fix, but would call someone else in. The third guy came later that day, saw the leak and blamed the installers for improper installation. It was too late in the day for him to help as his son had hockey, so he couldn't fix it either. By day 8 post installation, we still had no fix for the leak and were losing hope. The following morning, I got another call to confirm our water tank intall the following morning! You can imagine how frustrated I was. The woman was confused and said she would call me back...no phone call. At noon, 2 new techs came in and were able to fix the leak...after having to wait over an hour for someone to bring the part they needed. At this point, I didnt care, I was just happy it was finally being solved. Once all was said and done, I went to see the finished job and was very disappointed to see water and broken glass on my floor :( We determined later that night that one of techs broke a lightbulb, searched our basement for a new one, replaced the broken one and left. We had no idea until I stepped on the glass that anything had happened. I cant imagine what could have happened if my dogs or infant babies had found it first. After several emails back and forth with Murray, he assured us that this was certainly not typical and he too was dissatisfied. The following day, I received a call from the head of installations and was offered an apology for all the hassle and was given a few months of free rent on the tank. I appreciated the acknowledgement and the phone call. My husband and I are both hoping that this entire episode was an isolated event due to miscommunication. In comparing prices, payment plans, quality etc with other competitors, I am still confident that we chose the right company.

We had no heat. Next day, Frank Amirrajab, diagnosed the problem immediately and installed the part the following day. Frank had to work in the the bitter cold. minus 20 Celsius, since the furnace was in the attic. He was polite, extremely knowledgeable and efficient.

Chris S. from Reliance Home Comfort came and fixed the issue with my hot water tank fairly quick with no delays. I had some issues with the company in the past but the service I received today was by far more satisfying then before. Looks like a lot has improved since.

Needed a service call on the weekend as my water heater tank drained on my basement floor. I had called last summer originally that I had a slow leak and was told we would need to bebuild the piping that would be costly and my responsibility. I was made to feel a service call was not necessary as that time. Wish I had insisted so this floaded mess this weekend hadn't occured. Told to turn off the water to the house. It was off for over 24 hours. Told if the tank needed to be replaced they would have to look at the pipes and that the service man would not have a tank to replace and to hope the old one could be repaired. I felt the need to make arrangements to have a relative on standby in case they could not replace until next week and no water. Tony came and said yes needed to replace. He removed and replaced the new tank today. What a relief, he did in fact have a new tank on his truck. It had a dent on the bottom, but nothing that impaires the delivery of hot water. He was courtious, kind and professional. A special thank you to Tony for giving up his Super Bowl Sunday to help our family. Sincerely, Wendy

I want to send a huge thank-you to Omar!! Omar was punctual, polite and friendly. He diagnosed the problem quickly and explained what needed to be done. He's very knowledgeable. Thanks again.

Omar,employee # 2471 was really helpful and informative . Was able to repair the issue very quickly as well as properly educate us on proper use of the water heater.

Noticed hot water was tinted brown. Arranged for a tank replacement. Gurmeet was very professional, courteous, diligent on installation and removal. Explained about the new equipment and cleaned up after himself.

Insurance Company will no longer cover our water heater due to the age being over 16 years old. Also, old water heater was not producing enough hot water. Need to upgrade to a new water heater and upgrade from 50 Gallon to 60 Gallon. Paul Fenney came over as schedule and he was polite and went about his work in a professional manner. He put on his booties and put down matting to protect the floor and in a very short time we had a new water heater. He was quick and efficient and did an excellent job. Doug