While we initially rated this company as a 10, issues have surfaced which have led us to reduce the rating to a more appropriate 0. We want to warn other consumers about the experience we had. Essentially Reliance has charged us for certain upgraded equipment but installed lower end equipment. They also won't provide us with a proper invoice which actually (a) lists the equipment that was installed or (b) lists the equipment ordered and paid for (usually that’s the same thing, but not with this Reliance). They spend all their money advertising and nothing on customer service nor fixing issues. While they acknowledged this issue, they won't do anything about it and we have been chasing them for months getting nowhere. I figure they would just fix it if it was an honest mistake but the whole experience seems rotten to me so my advice to you is "buyer beware".
To this date, the issue has been escalated to the regional managers, etc. and we still don’t have: the rebates we were promised (well over thousand dollars), an accurate invoice detailing what we had installed (or ordered), nor the equipment that they promised us in writing.
Initially, when we ordered the equipment we were told by our rep "not to worry" about the fact that the wrong equipment was on the invoice he printed out. According to him, the invoices were only able to accommodate certain "pre-populated" bundles. We were advised that Reliance would handle details for various manufacturers' rebates. He agreed to send me an email covering the actual equipment we ordered (and to this day that is the only evidence we have as they have refused to provide the proper invoice showing the proper equipment, serial numbers, model numbers, taxes, etc.). Just seems very suspicious that a company would do that AND that is followed by the wrong equipment being installed. Of course, they don't install "better" then you pay for "by mistake", they install "lower" than you pay for.
Two of the 4 things they installed were lower priced models than what we agreed to via the email and what the price was based on.
You also cannot register your warranty without the right paperwork – which they still haven't provided us - and we have found no evidence of the rebates they promised us. They won't even confirm anything.
They also promised to perform a full "load test" prior to installing any equipment to ensure that the right size was installed. Inexplicably, they tried to "double talk" their way into getting us to agree to a cheaper unit at one point (without reducing the price) well after the deal was done.
We are going to be filing our court papers this week to force the issue to be corrected.
Unless you are an expert and can figure out the model they are installing (on the AC unit, for example, the model number is not clear), can figure out what kind of condensing unit they hide in your furnace, etc. I would be careful dealing with this company. You shouldn't trust an outfit that won't give you a proper invoice. We couldn't imagine that a company like this can do the things it does – but if we didn't have the email detailing what Reliance agreed to, we would be totally out of luck. And there would be no proof. You cannot take Reliance's word as it is meaningless – and they certainly won't do anything to help once they have your money.
Reliance – either end your shenanigans and treat people fairly or fix your "mistakes".
