Reliance Home Comfort reviews (13631)

I went to Reliance Home Comfort office in Mississauga to inquire about replacing our furnace. I met with Lina Alviar briefly to get a general idea on costs and made arrangements for her to call me at home and to arrange an in home consultation. She came to our house on Friday afternoon and spent several hours discussing our needs and various options that would meet our budget. She also explained various government rebates available. As a result we ordered a new furnace, and we also agreed that we would replace our old out of date rental water heater. She also made arrangements to start the ball rolling on an energy audit in order to qualify for the rebates. Two installers arrived the following Tuesday morning and removed our old furnace and water heater and had the new ones installed and working by early afternoon. Lina also dropped by while the furnace was being installed to see how the work was going and to see if we had any concerns or questions. We were very impressed with Lina's professionalism and product knowledge. Also the two service technicians did a very good job in removing and replacing the furnace and water heater. They took the time to lay out mats from the furnace room to the outside door so as to not track dirt in or out, and cleaned up the furnace room area prior to leaving. We were very impressed with the quick turnaround from the time we ordered until the installation was complete. We would recommend Reliance Home Comfort to any of our friends and family should they ever need to replace their furnace and water heater.

I had a lovely sales person sell me a furnace and air conditioner and organized the whole installation for me. Her name is Donna. She explained everything to me and I was please with it. The 2 gentlemen did a good job too except for the accidental flood that happened in my basement. I understand accidents happen, and Home Reliance said they would pay for the damages. This is where I now have to deal with Lynda or so I should have, but it was difficult to get her over to assess the damages, then when she did finally assessed it, she pulled a disappearing act. I then had to get Donna involved as I was getting no where with Lynda. Finally Lynda just wrote an email stating they were going to credit my account the money. That would have been great had Lynda actually did that. It was an approximate 6 months of back and forth email when I finally told Donna that I did not want to deal with Lynda anymore. In a matter of 1 day Donna got me in contact with a lady named Mary and I received my credit. It only takes 1 person in the company to give that company a bad name...in my case her name is Lynda.

Here is our Story: Dec 2: we woke up to a cold house, called Reliance and I had a service appointment for that day. The gentleman came in and said that he cleaned “the rod” and the problem was fixed. Heat was on when we went to sleep. Dec 3: woke up and the heat was not working the house was freezing again . Heat would not turn on. Called Reliance and I had a service appointment for that day. The gentleman came and said that he had bad news and that the Secondary Heat Exchanger was Defective and that we needed a new furnace since the Carrier unit we had was over 12 years old. He went on to say that we would need a new air conditioner too because when they open up the unit it will be dirty, they will find things in there and mold etc. Wow he must be psychic I thought to myself. We were in shock since the man the day before said it was fixed. Makes you wonder how you can get two different diagnosis from what are supposed to be trained Reliance personnel. Not to mention that we have two little children in the home. He then shut the furnace off and left. At 9pm a Reliance sales man came to our house to sell us a new furnace and air conditioner. Wow again, this guy didn’t waist a second !. For a model that was similar to the one we have in terms of size was going to cost us $9800.00 in full or $139 per month for 7 years. Needless to say we were stunned. This was all too much for us and we felt like we were being forced into everything. Since we have a family full of contractors we told the sales man that we would be getting a second opinion before we made any decisions. I asked him to provide me with the costs and details in writing and he told us that he could not and that the notes I took down while we spoke was it. I found that very unprofessional. I asked him a series of questions since we had never been through this before. Is there interest ?, who are be paying Reliance or the new unit manufacture ?, etc. We were basically assured that there were no catches. Dec 4: We got a quote from a random heating and air conditioning company for $5000.00 to replace both units. Another asked us why would we ever replace the air conditioner during the winter and if Reliance checked to see if the Heat Exchange was under warranty. I met with the sales man and once again I asked him to visually provide me the details, even send me an e-mail so that I can read "the fine print" and he could not. Being soo confused I asked him more questions and the end of our meeting I still was not sure which way to go and remembered to ask him, “ at the end of the 7 years, is the furnace/air conditioner ours ? and he said. “ No, you have to buy it out” Pardon me ? I asked over and over again what else is there I should know. So when was I going to be told this, after I signed the contract ? Lesson: Never make a quick, rash, abrupt, sudden decision before thinking it through. There actually are others out there that will not make you feel hopeless and that genuinely care for your family’s welfare. Dec 5: He called asking what we decided. I told him we were still working on it and that honestly I was leaning towards renting at $139 per month up till I had to ask what happens at the end of the 7 years. Not sure if that is just common sense but it was not to us since this has never happened before in our over 10 years of being home owners and we are not renters. Dec 5: One of our other heating and air conditioning contacts called us and says that the part is under warranty and he was picking it up today. Dec 2 to Dec 6: These were very hard several days for our family. Since we do not have any family close by, kids have school, work is close by, we basically had to deal with the freezing cold temperature of our home. Portable heaters repeatedly blew fuse’s and were basically no help. Not to mention the added stress at this time of year. Dec 6: In the late afternoon, the new part was installed for FREE and the furnace is working We have been with Reliance for many years and for a company which we trusted to put us through this especially with two small children and during Christmas is extremely horrible, ghastly and repulsive.

About a month ago, we had a leak in our basement which we thought was from our humidifier. Reliance sent out Jason Silva to help with the issue. Jason was very polite, professional and knowledgeable. He listened to our story, asked questions and got to work right away! He figured out the issue was actually in our furnace, and fixed it on the spot in no time! He was very easy to talk to, explained what the issue was and how he fixed it, so that we felt comfortable that the leak was fixed and our basement could be dry again! We recently had another issue where our humidifier wasn't working. Reliance sent Jason Silva out again to address the problem. Was great to get a call again to give me a timeframe for his arrival, and he was on time again which was super helpful. Again, he listened to what we had experienced, asked us some questions and got to work. He was great explaining what he was doing and what the issue was. He checked with me about my availability while he left to go get a part, and was back in no time with the issue fixed. I really appreciate the time and detail he takes, making sure we see that the problem is fixed. I'm happy to have a dry basement but a working humidifier for the holidays! Thanks to Reliance for getting technicians out quickly to service us, and to Jason for his professionalism, positivity and great customer service, THANK YOU!!

Daniel and Chris from reliance installed my humidifier today. They were both very efficient and knowledgeable about the product. The installation was performed in a timely fashion and is working well, thanks guys.

I noticed a water leak from my hot water heater the other night so I put a bucket under where I believed the water was coming from. The next morning my wife woke me up and said there was a lot more water on the floor. I called Reliance at 5:45am and they had a Tech/Advisor come to my house by 7:10am. Chad M. was the Tech/Advisor that came to my door. He was very friendly, removed his shoes answered my questions and showed me what the problem was as he was fixing it and gave me some tips to prevent it from happening in the future. Overall I was very happy with the speed and quality of the service.

Robert M, from Homestars came out to fix a heating problem that I was having with my air handler. He was knowledge, polite and courteous. He was able to identify the problem quickly and explained what repairs needed to occur. A very professional service. I would recommend Robert M. from Homestar.

Called about no hot water, the service man , Saleem Malik, arrived promptly, explained what was the problem, and fixed the issue. A replacement themostat will be required which he has ordered.

My service plan for the furnace and air-condition is with Reliance home comfort. This fall I was having trouble with the furnace, not getting proper heat I called for service and the technician came from a private contractor. He a couple parts he thought were causing the problem. But the situation still continue, the thermostat did not go past 21 degrees and the evenings and the mornings got cold. So after a week I called again to report the situation. This time a young man came, Shawn, and after I explained what the thermostat was doing, he figured right a way what the problem was. He immediately changed the old thermostat and replaced it a new programmable one. He set it up showing me what he is doing and how it is done. This has solved the problem and I am getting heat according to the settings. I had a friendly conversation with Shawn and I found him to be bright, kind and knowledgeable. I believe he has a good future in his chosen field of career. As a matter fact I requested he return the next day to perform the furnace tune up and I am sure he did a good job. I also wish to say thanks to the Reliance staff for their service and so far cost for my plan is paying off because I was not charged for the service and parts. Also, the technician, Shawn. has been punctual.

My annual furnace cleaning was completed today by Matthew F. RCH2402. I was very impressed with Matt and his professionalism during this call. First, he called me to let me know when he would be arriving and was right on time. Second, he is knowledgeable about my furnace and the maintenance of it. It gives me peace of mind knowing that this major piece of equipment in my home is running properly and maintained correctly. Matt even answered my questions about my humidifier and showed me how it runs. He even showed where my humidifier thermostat was and how that works. I was very pleased with Matt and I feel he went above and beyond. Thanks Matt.