Five days ago I found water at the base of my Reliance Home Comfort Hot Water Tank. I called and the CSR inadvertently hung up. I called again, repeated the situation and all the security questions again. I called Reliance, and was advised I would receive a call from a technician within 3 hours. No call. I called the next day to enquiring about the status. I was advised that the technician had said he'd called. Not true. I have call history and voicemail. There was no entry. The CSR asked me to call the technician directly. Funny, I thought that was their job. The technician said he couldn't come out that day, and would come out the next day between 2 and 6 PM. The technician arrived and advised that indeed the tank was leaking and it was dangerous, so the tank had to be shut down. He said he'd try to return the next day (Saturday) with a replacement, or Monday. The technician didn't show up on either day. I called Reliance, who advised I would here from the technician shortly. I did not. This happened twice. There is no escalation path, no contact us with complaints address. Finally, Reliance determined they were giving technicians the wrong telephone number. On each of the five calls I made, they asked my telephone number as part of the security process, curious how all five times they got it wrong when delivering it to a technician. No hot water is considered by Reliance an "emergency." Tonight, we finally have agreement that a technician whose number I now have will come tomorrow to replace the tank. Four days without hot water, six days in total requesting service, and a pathetic reception.
