Reliance Home Comfort reviews (13631)

We recently had Matt F. out to fix our air conditioner. The service was timely and well done. Matt was professional, courteous, patient and went out of his way to explain the complete repair.

Back in October of 2014 I had a new ac installed, little use as it was late in the year. June turned on air seemed to be okay till yesterday when my thermostat indicated it was 74 in the house when it was set for 72 and nothing happening, long and short of this ac was frozen and was repaired by Dave. O. #1685, since I am in the middle of treatment I needed that ac working for me, he stayed until almost 8;00pm to rectify this problem, very satisfied and an excellent service tech. Well mannered and always wore papers slippers over his shoes.

The Technician was courteous, helpful and very friendly. He completed the work quickly and thoroughly offering advise. I would recommend him and ask for him again. I was very satisfied with the work.

I got new air conditioner installed. THe workers Bruce and Luciano were so professional clean and efficient. Work was done in timely manner and explanation on care operation of unit was clear. ...Thanks Guys so friendly too

Arranged for new furnace and air conditioner from Reliance and installed on May 13, 2015. The contract was not written up prior to installation, as the sales associate advised me that he could not do it, as it was a Price Match and it would have to be done at the office and a copy would be sent out at a later date. We had sent several e-mails back and forth, and I was under the impression that everything was the same, with the exception that Reliance would price match. I was told by the sales associate to “trust me”. Reliance would be sending out a cheque for the difference from the Price Match. I requested it be sent as soon as possible, and hopefully prior to having to pay the balance on my credit card. The day of installation was nothing but disrespect for my home. The day started off with the male walking into my house with his boots on. When I requested that he lay down sheets, he walked back to the door, and then proceeded to walk towards the kitchen so that he could look in the family room. I asked him again to please stop walking on my floors with his boots, and I was given the "rolling eye", and they brought in the sheets. The drop sheets were disgusting, covered with dirt, dirty foot marks, sand/grit. They obviously just roll them up without shaking them off when they are done, because as they were flapping and laying them down, they were shaking dirt and sand on my floors/carpet. More mess for me to clean. Near the end of the installation, they removed the mats and again, I had the male walking around my basement in his boots. (I had just replaced the carpet last year and I do not appreciate dirty street shoes on clean carpets.) I understand that there is a lot of noise when installing the equipment and I don't mind some music, however, not so loud, that I can hear it while sitting in my living room. While I was visiting with my friend, I heard the male make himself at home, and use the bathroom. Of course, I would allow them the use of the facilities, but I do not find it appropriate for him to check the house on his own to find it. What if I had a plumbing problem in that bathroom and it was not to be used and he flooded the basement? I have a nice set of stainless steel washer and dryer in the basement. They did put a piece of cardboard to catch the majority of the wood chips and sawdust, but if you are working over the utilities, why wouldn't you cover them so they don't get scratched? I had to clean it up and place a towel across it to protect the top of them. The same for when the thermostat was installed. It was done over top of an antique desk and nothing was put down to cover the top. I did not appreciate having pieces of drywall and dust all over the top of it. The mess in the basement was a disappointment. Why is Reliance not supplying the equipment for the installers to clean up? The installer informed me that Reliance does not supply a vacuum or broom to clean up and he didn’t want to move the washer to clean behind it. I had to clean up around the furnace, vacuum the entire furnace room (sucking up screws and washers into my vacuum), the area and walls underneath the new holes and area from the front door to the basement. It amazes me the lack of respect and courtesy when in someone else's home. My garage door was left wide open and insecure after the energy audit. I realize that the garage door issue was not Reliance, however they recommended the company. The only reason I went into the garage was because the installers were using the front door. Had I not gone outside, my garage door would have been left open until I noticed it. May have been that day, or may not. I do not need to open a home to creatures to live in the garage, have an open house for thieves to rob from the garage or advertise to my neighbours what's inside. And the damage to the front door, which was just repainted in the fall. All in all, it was a very bad experience with Reliance. The sales manager, Roy was a gentleman to deal with. He was very apologetic on behalf of Reliance and immediately tried to rectify my disappointment with Reliance, paid for the repairs to the front door and sent a “good will gesture”. I thought my problems were over. Within 9 days of the installation, my hot water heater stopped working on 2 separate occasions. Two days of cold showers and the 2 days wasted having Reliance come out to repair it, all caused from the installation of the furnace and air conditioner. I then inquired about the $500.00 energy audit reimbursement. I was advised that I would have to pay that cost up front and it would be reimbursed. I have sent supporting e-mails and the original document to Reliance and the BBB. The original proposal dated the 19th of March made out by Murray. At the bottom of the proposal, he wrote. (pg. 1) “ + Gas Rebate $1150 (Reliance pays $500 energy audit) “ - The way that is written, it leads me to believe that there is a rebate for $1150 and the $500 that I paid out of pocket to AmeriSpec is reimbursed to me by Reliance In the e-mail , the correspondence dated on May 5th at 5:33 pm, (pg. 4) from Murray states, “Price Match Confirmation” as per quotation provided. Later in that same email, he confirms that the energy audit of $500 is reimbursed. In a further email, dated June 17th at 7:12 pm., (pg. 3), I am told that the original quote becomes null and void, however, that was not clarified by either Murray or me prior to installation. The contract was not written up prior to the installation, because Murray advised it was not something he could do, because of the Price Match Guarantee, but in fact had to be done by the office. He asked me to “trust him” and that although he would be billing me for the full amount, he would ensure that a difference for the Price Match would be sent by cheque. Upon request, I finally obtained a receipt with a note from Murray advising that a cheque requisition in the amount of $1164.45 would be mailed to me directly in 2-3 weeks. Further in that e-mail on June 17th, (pg. 6) Murray confirmed the original quote included Reliance paying the $500 energy audit, but not included in the price match. It was then agreed that I would be having Reliance remove the heating/cooling system. Murray stated in an email “this would now provide me with the opportunity to work with a contractor who will provide me with the service I demand.” The only demands that I have is professionalism and integrity. Are those unreasonable requests? The other issue I find somewhat upsetting is the immediate cancellation of the OPA Rebate, after the initiation of the complaint to the BBB. I admit, that my response to the BBB on Monday, June 29th, was agreeing to have the equipment removed and as per Andrew, at no cost to me with a full refund. However, as of July 6th, I still had the equipment from Reliance. Ironically, I was on the website, checking the status of the rebate. It had been approved as of May 29th, and awaiting the cheque issue. While on the phone with OPA inquiring about an ETA, I saw the status change to Under Review. I was then advised by the OPA representative, that it was cancelled that morning without an explanation. I do realize that once the equipment is removed, I am no longer entitled to the rebate, unless it is submitted by the new contractor. Don’t you think that was jumping the gun a little, when I hadn’t even confirmed a removal date? I still had both units, which had been fully paid for. It has just been a continuous list of problems and unfortunately an unnecessary waste of time and money for me and Reliance. On Monday, July 6, 2015, I went into the basement and found the furnace had leaked, causing water damage to my carpet and under padding. This was a direct result of an improper installation. Photos were sent to the sales manager, Roy and he agreed to pay for the carpet to be cleaned. I can’t do anything about this, as Steam Clean will not come until the carpet and under padding are completely dry, which will probably be next week. The BBB process was started 5 weeks after the installation at which time I was still waiting for the price match cheque. I was then told that the cheque was on hold since a removal was going to be scheduled. I am surprised that the cheque still had not arrived prior to that, which makes me skeptical that it was issued in the first place. On Tuesday, July 7th, I received a call from Andrew. We talked through the initial proposal and e-mails I had sent and he agreed it was written improperly. Instead of accepting responsibility and honouring the agreement, he advised it would be a learning tool for future contracts with customers. When asked why the reimbursement was written within the Price Match e-mail, Andrew then advised it was because the contract was for Smart Air 1000 package, not the Smart Air 2000 package. At one time, it was because I had gotten a heavily discounted price because of the Price Match. That only tells me that Reliance is well over priced or the competitor is losing money every time they install a heating/cooling system. It seems that every time they are backed in a corner with supporting evidence, the reasons for rebate denial change. At this time, I am awaiting the full refund, which I was assured would be issued by cheque within 5-10 business days. I have been a customer of Reliance for over 20 years and my parents for over 45 years. How disappointing that the company cannot be honourable and stand behind their word. ****Sent an e-mail that evening, as per his reply to my review. Have never heard back from him. Not sure how he would be able to help, as he is listed as a web/media tech. Probably just a copy and past response to reviews. Don't waste your time sending him an email or expect a response. ****

Our air conditioner wasn't working. I called at 7 AM. Technician was here at 8:45 AM. Had it fixed in less than 5 minutes. Excellent service as per usual with Reliance.

A year and a half ago - my husband was diagnosed with cancer. This has been extremely difficult on our family, including our financial situation as he has not been able to work during this time. We knew that we would need a new furnace, but didn't have the time to shop around hoping to find the best deal. Knowing that one of our friends, Shon Cantin was the Regional sales manager for Sudbury, we decided to just call him and see what he could do for us with limited funds and a very short timeline... He was phenomenal - he came and spent several hours with us explaining what we needed and the installation was done the next day... couldn't have asked for better as right now we need as little extra stress in our lives as possible!

Today my daughter noticed that we had no hot water. When I got home after work, I tried to see what would be the issue. No to sure then I called the toll free number. After going through the lengthy menu and options I finally was able to talk to some one. I explain to the gentleman my situation and he tellae he could schedule a tech for the next day between 10 and 2. Could not help me on the phone since technical help is not offered. I told him that my family needs to go to work tomorrow and this does notake any sense. I hanged up and followed the instructions on the label I finally was able to do this. No on site tech was required. If you don't have any hot water you could wait at leat 12hrs before you can have a hot shower or see a tech. Great service You need to have tech available to help customers with a simple issues like this one. Would of this cost me money? ??

Made appt for this past Monday between 8-11 am, my day off. Received call at 10:40 that he was on route. Did not show up for 2 hrs, no phone call. Called service twice and waited on phone for over 30 mins while they tried to find out why. Never did. We had already scheduled another appt but he looked at problem, we needed heater replaced. Set up specific appt for 8 pm. Called at 9 pm and waited until 9:20. Installed but with attitude. Not impressed with service at all. Not customer oriented or respectful.

Mike was extremely knowledgeable and very dedicated to making sure everything was working 100%. He was easy to talk to and kept us informed of everything he was doing or repairing.