Reliance Home Comfort reviews (13630)

This morning (Saturday) at 9am I discovered that the hot water (rented from Reliance) was leaking so I called Reliance to arrange a priority service call to use my Heat, Cooling & Plumbing plan that I started paying for in 2014. The Reliance agent informed me that all of the service representatives in the Oakville area were fully booked until Monday. I was unhappy with this situation so asked for the manager. I was told that the complaints dept was only available from 9 to 5 Monday to Friday. The agent also told me to turn off the gas and water to the water heater. Later I tried again to contact Reliance to complain about the service and try to speed up the process. I also wanted to get details of the complaints dept but after hanging on the phone for 30 minutes being told by the recorded message that my call was in a priority sequence list I gave up - extremely frustrated. Especially as the isolation tap for the water heater does not completely work so the only way to stop the leaking water heater is to turn off the water to the whole of the house. It is going to be a fun weekend. Part II - On Monday a service representative arrived and rapidly confirmed that the water tank was leaking so he tried about 5 times to contact the work scheduler to arrange for another contractor to replace the water tank. We were told again that we would have to wait another 2 days for a replacement water tank. There was no understanding that we had already been without running water for 2 days and that we would have to wait another two days. I contacted the Reliance call centre to complain about the inadequate service - again another 30 minute wait before the call is answered. I explain that I want to contact the resolution dept but I am put on hold eventually I get through to the dept and speak to a more senior person who agrees that the service had been very poor and would try to get the issue resolved. However she wanted us to pay for the replacement isolation value despite having the plumbing plan after further discussion it was agreed that the value was covered bu the plumbing plan.After a couple of hours she called back with an appointment in the afternoon to replace the water tank. Around 2 pm the contractor arrived to replace the tank. This was the most efficient part of the exercise. The purpose of this story is to highlight the fact that to get any acceptable level of service from Reliance you have keep complaining and chasing up. If you have a problem at the weekend you have no hope of getting it fixed until a week day.

I am once again extremely frustrated by the inability of the contractor to be here in the very wide time frame that is given to the customer. The service call was scheduled on a Saturday morning between 7 a.m. and 11 a.m. At 11 05 I called the office and was told the contractor had been delayed. I had not being notified and was extremely uncomfortable in my humid home. I was told that the contractor would phone me and give me an approximate time. I waited and still no phone call so I called back to Reliance to ask the name of the contractor and that he would be here apparently by 2 p.m. this would mean that I was waiting in my home for this service call for at least 7 hours. By now, I did not trust the reliability of this company, and decided to leave my home to rest in a friend's cooler environment. I called Bonnie at reliance and informed her of my decision and she understood my issues and reassigned the service call for Monday morning. I requested a Reliance contractor to do the work since I have had so many bad experiences with subcontractors. Bonnie was very helpful. I now wait to see what ensues on Monday morning. The company needs to be more diligent in communicating their high standards of commitment to the sub contractors they hire. Delays may be inevitable but a simple phone call could alleviate the uncertainty an allow the customer to plan accordingly. This system shows a total lack of respect for the customer's valuable time and causes an extremely negative opinion of the service depth.

We contacted Reliance to get air conditioning. It was installed the very next day! The gentlemen that installed it were awesome. They worked quietly and efficiently. After the install they explained everything to me and made sure I had no questions. Thank you for the great work Shane and Marcel

Daniel and Lance showed up on time exactly as promised (with a phone call beforehand to alert me) and finished by the end of the day. Cleaned up like surgeons and showed me how the new thermostat worked. "No suprises" - exactly as promised by sales rep Henry Ethier. Whole deal took less than three days from first assessment to job done. Recommend them completely.

Andre Dyer came to my home in Brampton to service my furnace and air condition, I was truly impressed with his service. He explained everything to me to make sure I understand. He was very professional and well mannered.

The install group made of Mike Mans and Rob Dimatteo did a spectacular job installing the new Air Conditioning uint. The workmanship was outstanding and the of both Rob and Mike. It was a pleasure to have them do the install work for us. My Family is very glad to have this wrapped up like they did. Thanks for all the work and the great job. Mike

Reid and Sasha were the technicians that came to replace our rental water heater, that after 13 years was leaking. They were very timely, so polite and courteous. They worked quickly to replace the water heater and left the area cleaner than they found it!!! Top notch service and really nice guys!!

The people that came to my house were very professional and we'll mannered. They explained everything to me to make sure I understood what was going on and did really good work

We had Reliance replace our furnace and A/C. The products are first class and the installation was a breeze. Professional in every way. They also have many options to meet your budget, including renting the equipment with no upfront costs. Their salesman was knowledgable and friendly and he did not try to push us into buying the most expensive equipment. Plus there are wonderful government grants that they will make sure you receive. We highly recommend Reliance Home Comfort.

I got a new rental furnace and air conditioner installed by Reliance. Completely satisfied by their service till now. The sales person was quite friendly and explained everything in detail. The installation was also done quite professionally.