First, I must say Ryan, employee #1558, was great to work with after my experiences with the call centre. He was very friendly, helpful, polite and on time. I was also pleased with the follow-up call with Cheryl from the Sudbury office - I certainly didn't expect it to be so soon after the service call. And again, very friendly.
Now, to the call center where the service appointments were set up. My husband set the appts up 2 weeks in advance as we are renovating the house and wanted to be sure we were ready for them. He had the appts set so both the furnace servicing and change out of the hot water tank were to be done at the same time. As we're not living there, he gave his cell # as the contact #. The day of the appt arrived and we worked at the house all day so as not to miss the appt,. which was set for first thing in the morning. By 11:30 no one had called or come so I called the 800 number on the furnace and spoke to the rep who said the time frame for the water tank was 10am-2pm and the furnace for 8-5, and that they can't set a specific time - I was okay with that. We went home at 2:30 but left a note to call us and we'd be back. At home there was a message on my machine from the contractor who was to change the water tank. Why he called our home phone we don't know as we specifically asked for our cell # to be used. Needless to say, we missed the appt as they couldn't reach us, so I had to reschedule - we weren't happy to have to change all our plans around.
I went back to the house to wait for the furnace guy and, when he still hadn't shown by 4:55 I again called the 800-#. The woman told me we weren't even scheduled for servicing, that it still needed to be set up 2 weeks from then. I did my best to keep my cool but my voice was rising! I asked why I wasn't told this when I called in at 11:30 and why my husband was told both items would be taken care of on the same day. She put me on hold to see if she could arrange a service call for the next day and, thankfully this was done. However, she did tell me that the time frame was 7am-11am but when I spoke with the technician, he told me he doesn't start work until 8! Maybe someone should notify the call center about the starting times of different offices.
We haven't had very good experiences with Reliance in the past month, from one issue to another. It's a good thing you have good empoloyees working the front lines.
