I called reliance home comfort in regards to the rental hot water tank that I have had for the past 16 years. For the last few weeks I've noticed the water temperature just didn't remain very hot. 16-year-old tank my first assumption is I probably need a new one. The first contractor who came out told me he could either repair the tank or replace it. I figured at this point replacing it was probably the best option. He said he would need a few days to get back to me with possible installation fees and whether or not they still manufactured my tank. The results a few days later were that my tank was no longer available and a power vented tank is my only option. In order to get this there were installation fees involved totaling approximately $600. Part of this was a power source which I did not need for my existing tank. It was up to me to get an electrician to come in and install that. I decided to decline at this time as I wanted to call around to do my research. The first thing I did was go on the reliance website to view the available tanks and there it was... my old tank, still available. The following morning I called numerous places to get quotes on tanks and installation. I was pleased to hear that most places included installation with any tank rental. With this knowledge, I called reliance to express my disappointment in having to pay those installation fees after being a customer for 16 years. The woman on the phone was quite surprised that I have been quoted installation fees. She immediately dispatched a contractor to come the same day and install the tank I had requested at no additional fees. I cancelled my plans for the day. Great, right! Well, two hours after my window I called to get an ETA and was told the call was put in for the following week. I was not too impressed at this point. They apologized and reschedule for the following day. At the end of my five hour window the following day, I get a call from the contractor telling me he's not going to make it. Once again, not impressed! At this point I tell the contractor I am not waiting another five hour window and he is going to have to tell me what time he's coming next week. We arrange for him to come at 2 o'clock so that I can carry on with my morning tasks. I get a call the night before and he asks if he can come in the morning. Reluctantly, I said yes. That is only because I thought it would be best that I was the first customer to decrease the chance of them canceling on me again. I was told they would be there between 9 and 10 and they showed up at 11. They proceeded to the basement and disassembled my old tank. They then went out to get the new tank. I stopped them in their tracks and said I'm not sure but do you have the right tank. I see a power cord and I don't have a power source. I was told that was all they had in the warehouse. He has never seen my tank there. He continues to carry the tank downstairs. He said don't worry reliance will install the outlet for you. At this point I didn't really know what to do. It was as if I wasn't getting a choice. I called reliance once again explained what was happening. They sent the contractor back to the warehouse to get the right tank. Two hours later I get a call from the contractor telling me they don't have my tank in stock and he would be coming back to install what he brought and if I had a problem with it to call reliance. My question is, why would you send the contractor back to the warehouse and not check your inventory first. There seems to be a lack of communication on many fronts. After installing the tank and asked me to go down and have a look. I went down and saw that it was plugged in via an extension cord to my washer and dryer outlet. I told him I was not comfortable with that. I asked why he didn't install the outlet. He said reliance wouldn't let him. And electrician would be back to do that at a later date. Once again, very disappointed! I had no choice and had to schedule for an electrician to come in. I am not taking time off work to do this. He said they would come after work. It's currently 10 PM and I just called reliance to ask for an ETA. He said he would be here before 11. On a work night! Here I sit waiting. Did I mention the sloppy work the contractor did at the side of the house when sealing the new vent! If it wasn't dark, I would attach a picture. So, my fifth time waiting for someone and reliance conflict department offers me a $50 credit. Ha! Let's see if they end up charging more on a monthly basis for the tank I got stuck with. Oh, one more thing, after the wrong tank was installed, they said they could order the one I wanted if I wasn't happy with this one. How many more days do I need to set aside for that?!
