Reliance Home Comfort reviews (13630)

We had a new furnace and AC installed earlier this week. The team that arrived Natalie and Bill were amazing. They were friendly and very skilled in their jobs. They explained what was required to complete placement of new furnace and AC. They demonstrated the features and how they operated once completed. They were really professional and hard working. We all appreciate their efforts now we're back in " the cool".

Do not walk away from this company. Instead, RUN. I had bought a new air conditioner in April 2019. We had our first heat wave starting the Thursday before Canada weekend. To my disappointment, when I came home that night, my house wasn’t cool. I made some adjustments to the new thermostat thinking maybe it wasn’t program correctly. On Friday, when my house had reached over 32o, I went outside and noticed that my brand new A/C wasn’t working. When I called Reliance, the earliest they could come out would be on Monday. When the repair person arrived, they initially thought that the installers shut the unit off at the breaker. Instead, it was the compressor. The service person said a Manager will call you tomorrow. Keep in mind we are now reaching temperatures of 38-40. Tuesday came and went, and no call. So I called Wednesday. I was informed that all the managers were in meetings, but my problem was reported. No time line or any other information was available because the manager did not provide the front line staff with this information. Wednesday came and went and still no phone call from the Service Manager. I called Thursday. I am told that yes a new compressor unit has been order and has been shipped today. My next step were to call Reliance when the package arrives at my house. No parcel arrived Thursday. I called Friday morning. Only to be told that the parcel was shipped out today. I then informed the Customer Service Agent that I was told the parcel was shipped yesterday. She said no it was shipped today. The parcel arrives Friday afternoon and I call back to book the appointment. Reliance books the appointment for Saturday and that the technician will arrive between 8-1300. On Saturday morning I receive an email confirming this appointment. By 1330, the technician has not arrived and I call Reliance. The CSA stated that they will have the technician call me. By 1500, still no phone call so I call back. The CSA then informs me that the confirmed appointment was in fact made in error and someone should have called me. At this point, I’ve had enough of the disrespect and unprofessional behaviour of this Company. The CSA stated that the earliest appointment is Tuesday but they will have the manager call me. By 1700, still no phone call. This is the third time I’ve been told that a manager will call me, and still no phone call from anyone from Reliance. I call back, and the CSA said they can book me for Tuesday. I stated this level of service is absolutely unacceptable. That this ordeal is 100% Reliance’s fault and that I expect a call from a manager today. That waiting until Tuesday is unacceptable. But by now I realize the level of incompetency and depraive indifference that I was dealing with. I told the CSA to book a Tuesday appointment but I want a manager to call me and that I expect Reliance to resolve this issue in a more timely fashion even if it means someone has to work overtime. And that’s the last time I heard from Reliance. The technician showed up on Tuesday to fix the coil. Coil? No I say to the technician, you’re replacing a compressor. “You do know how to do it?” The technician looked at me and started to laugh. Thankfully someone senior was with him and reassured me that he can indeed fix my unit. It’s absolutely incredible that a customer can be subjected to this level of unprofessional behaviour, negligence and incompetency and it doesn’t at least merit an apology if not something more. Needless to say, my money will be going elsewhere. Reliance had ample opportunity to apologize and take responsibility for their actions. They never did.

Good job and fast and friendly! Highly recommend!! He was was on time and was very friendly and explained everything to me, what was wrong and what needed to be replaced I was very happy with the service!

Alex was professional, communicated well and provided excellent customer service. He outlined ways to keep my furnace and air conditioner working efficiently. Reliance provides convenient evening appointments. I recommend this company.

Installers were professional courteous knowledgeable and organized. Tear out and install were done without issue and on time. Would definitely recommend this crew. The crew was able to pull ahead the install by 4 days. Very important during the heat these days.

Josh and his associate were the best. Here at 830 everything done and so very nice. Courteous. Couldn't have asked for better service from these two gentlemen. Thank you so much for my hot water back.

I called on July 8th at 6:00am explaining that I had no hot water and was told that someone would come to check out the issue between 10:00 - 4:00pm. The technician came, diagnosed the issues and ordered a part that was needed. We were told to call the service department back to place another service call when the part arrives. The technician tried to quick fix it until everything was permanently resolved, however this was of no use as we didn't have hot water after he left. I was pleasantly surprised when the part arrived that same evening and I placed another call right away and got an appointment for 7 - 10:00am the following day. I took the day off to be available for this service call. A service technician showed up at 10:00am, looked at the part and in his exact words were "I don't know where this part goes, did the previous technician tell you why he ordered this part." The technician left and asked me to call the service department again to send someone that knows how to fix the part. I made another call and got an appointment from 11 - 2:00pm. At 1:30pm the dispatcher called me to let me know that the service tech. would not be showing up as he too does not know how to fix the part and they only have 1 tech. available today between 4 - 8:00pm that could fix it. I asked him to schedule me for this time slot as I needed hot water. I had to reschedule my plans this evening to be available from 4 - 8:00pm. I called the customer solutions department to bring this issue to their attention and to ask if my service call could be put in priority. After an hour on the phone the customer solutions rep explained to me that a 3rd party (Onsite) would be the ones coming in to fix the issue and they were notified that this was a priority call. At 6:00pm, still waiting for a tech. I called Reliance again and explained the situation, the rep contacted Onsite and was told that the tech. is not late as he still had 2 more hours to show up (never mind that I had been waiting since 7:00am). The rep provided me with Onsite's dispatch number in case there was an issue and repeatedly told me that a tech. will be there before 8pm for sure. I was on the phone with her for 30 mins. At 8pm, still waiting for a tech. I called Onsite dispatch and was told that the tech. would return my call giving me his ETA. I called back at 8:20pm as the tech still hadn't contacted me and was told again that the tech. will contact me asap. I explained the situation and then was informed that no where on my file was my call placed in any priority. I called Reliance and requested to speak with a Supervisor as this entire day I have been pushed around from one person to the next with no real answer. With great difficulty and about 45 mins later I was put through to a supervisor (Navi) who basically said that his process is to email the service manager and wait till the manager contacts Onsite to get an ETA on this pending service call. My concerns about sending a service tech. that did not know how to fix the part and then scheduling another one who cancelled because he too wouldn't know how to fix the part were not addressed. I was told that my call was placed in priority with Onsite, when this was clearly not the case - this too was not addressed by the supervisor. After spending the entire day at home with a toddler with no hot water I am still waiting for an explanation. It is now 9:28pm no tech. has showed up, no service manager or customer solutions expert has followed up and I'm not sure if I should continue to wait to get this issue fixed or if I should just stay home another day in hopes that a tech is sent that actually knows how to fix the part. Who is to take responsibility for the way this situation has been handled seeing as how everyone seems to have no answers and is waiting to pass my call onto the next person. Recent update – the technician finally showed up at 10pm, spent 30 mins trying to figure out where the part that was ordered should go and then another 30 mins realizing that the part that was ordered was not needed! He rewired the tank/boiler and got it to work. This technician was nice enough to leave his number in case anything went wrong in the next 24 hours. July 10th, we woke up to hot water thankfully. July 10th afternoon, no hot water again. I called Reliance AGAIN, retold my story to service agent Amna who informed me that her supervisor was not available to talk to, she could not guarantee that technician #5 would come in the allotted time slot, she could not transfer me to any higher authority as all departments were closed at 5:30pm on a Wednesday. After repeatedly telling her how frustrated I was, she abruptly cut me off and put me on hold without any explanation. I was transferred to the accounts department, the guy I spoke to there had no idea why I was transferred over – this is the customer service I receive after paying $99 per month. The accounts department transferred me back to another service agent as he could not locate Amna and I retold my story yet again. A supervisor was informed to call back within an hour. In the meantime I tried to get a hold of technician #4 from last night, he informed me that in his notes on my file he specifically said to order a water tank and place a call for installation. When Arooj the supervisor on duty called me back, I told her about what the previous technician had in his notes and specifically said that if technician #5 is on his way he better be able to replace this part. Up until this point she had no idea what the issue with the boiler/tank was because NO ONE IN THE SERVICE DEPARTMENT READS NOTES. She confirmed with me that the tech that is on his way would be able to do so and he is fully aware of the situation. She was able to compensate me to some degree for all the issues up until this point. Tech #5 showed up looked at the issue and instantly told me that he has no idea why they sent him when it is obvious that I need a tank and a tech that can install it. He came with no tank and is not certified to install. While he was still trying to find a temporary fix, I called Reliance yet again. I literally begged the service agent to connect me to Arooj as I was in no mood to explain my situation for the 15th time. After an extremely long wait Arooj comes on the phone only to ask to speak to the tech. She was questioning him on the availability of tanks and schedules of installation techs. How is a service tech on the road suppose to answer these questions when he has no way of checking inventory and when there is a service department at Reliance that’s sole job is to do just that. I was on the phone with Arooj from 7:30pm – 9:00pm. She was unable to get a hold of a service manager, she was unable to provide me with a solution, she in fact suggested I call friends to request if my family and I could shower there till this issue is resolved. I have no family in the GTA. I do have a toddler that has not showered since Monday – this does not seem to be a concern to anyone. She repeatedly kept telling me that my only option was to wait until someone calls me back when a tech is available to install the tank and this could be anywhere between 1 – 2 weeks. At 9pm, with nothing resolved Arooj tells me her shift is over and hangs up. What is one suppose to do in such a situation? No one wants to take ownership of all the issues that have taken place thus far. No one has called me back and my tank still hasn’t been fixed. What is a family of 4 suppose to do until this issue is resolved and who does one contact in this situation?!

Water heater stopped providing hot water. Service provided a time and were within minutes. Friendly tech provided quick diagnosis and repair. We have a rental tank so this was covered

Placed a service call at 6.30 am to have my water heater replaced. After 20 years it had finally let go. Luckily I was home at the time and was able to shutoff the water, turn off the gas, hookup a hose and drain the tank so not a lot of mess. The technician Nick Mather came that afternoon and swapped out the old tank fr a new one. A very polite and courteous technician who did a wonderful job to get the hot water back up and running. Thank you Nick !!

Kevin, was awesome. It was a very tricky fix in a cramped space. He explained the process and walked me through the issues. He did am excellent job on the repair by putting in a new ball valve. He then check the other shut offs and water pressure in the house to make sure everything was working fine. Overall, excellent job and a very nice guy!