Reliance Home Comfort reviews (13631)

On Wednesday Dec 11th we woke up to find that our furnace had stopped working. Thankfully we have a Reliance Home Comfort Protection Plan and was able to call them for a worry free fix. Boy was I wrong. A technician was sent out quickly but sat in his truck for half an hour and I unfortunately had to leave and let my son deal with him. I did talk to the tech before I left and he told me that he would call me when he was done to let me know what he did. An hour later I called my son to find out that the tech had left and that the furnace wasn't fixed because a part was needed to be ordered. The tech never did call me to tell me anything. This should have been my first hint that there would be more problems. I called the service center and was informed that they wouldn't know when the part (an ignitor) would be delivered until a little later in the day and that I should call back in the afternoon. At 3:25 PM I called and was informed that the part was on it's way and that it would be at my place by 5:30 PM and if it didn't show up by then to call in and they would be able to give me more information. After 5:30 PM the part hadn't arrived so I tried calling to get more information. In the process of trying to get the information I was hung up on 3 times and when I did finally get more info it was that they had no clue why I was told to call after 5:30 because the Parts Department closes at 5:00 PM and there was no way to get more info. A couple calls later I was told not to worry and that the part could still arrive up until 9:30 PM and if it didn't it would definitely be at our place by Thursday and to make sure someone would be available for when they send the tech out to complete the job. Thursday arrived and my wife took the day off to make sure that the repair was completed as told. At 11:30 the part still hadn't arrived so I called the call center and was told to call back some time after 12:00 PM and they would have more information. At 12:15 I called again and was told that the part that was supposedly on it's way was on back order and that we would be going another day without heat. I asked to have the situation escalated. I was told by Hailey that there isn't anything they can do but that they would pay for 2 heaters that cost no more than $80 in total to help us with the heat. I'm not too sure what your experience is but it's extremely difficult to heat a home with pets and children with 2 small heaters. I was also told that the part was definitely coming on Friday and to not worry. I Explained that I was justifiably worried and that I had called another company near me and that they had the part and could fix it that day for me but it would cost the same amount as a full service because they had dealt with Reliance Techs before and didn't trust their work so they would need to start from the beginning. Again I was told not to worry, it would be done tomorrow. Friday morning comes and still no part. I had a busy day at work so I couldn't call in until noon and was informed that they called the Parts Department and that the part had shipped and would be at our house today for sure. At 3:00 PM the part still wasn't at our house so I started getting worried. I called in and they once again called the Parts Department and after a bit of a wait they once again confirmed that the part was still on it's way and that they would get me a tracking number to calm my worries. I waited over an hour for the tracking number and decided to call in again knowing that the office would be closing soon. Roxanne told me should would ask the last person that I talked to for the tracking number and would be right back. When she got back to me she informed me that there was a mistake with shipping and that I would now need to wait until Monday. At this point I had completely had it. I asked to speak to a manager and got Eric. Eric informed me that they could cover up to $300 for an outside company to do the repair. I responded saying that isn't enough because it's now considered after hours so the repair would cost more than that. I also asked for the tracking number for the part because at that point I was not convinced that there was a shipping problem. Eric agreed to get the tracking number and put me on hold. A few minutes later Eric was back and told me he could now cover up to $400 for an outside company to fix my furnace and when I asked about the tracking number he informed me that he was unable to get it. So here we are, three days in and no working furnace even though we have a Reliance Home Comfort Protection Plan. It's now up to me to do the extra work to find a company that can fix this or else I have to wait until Monday and hopefully have the part then. Needless to say I'm upset and would love to talk to some one higher up at Reliance about this situation but I doubt anything will be done for me.

The gas technician was really honest and professional and answered all my questions with patiently. They showed up on time respecting the appointment hour. Did a great job overall. Thanks!

Charlie was prompt, attentive and very helpful! He helped get our boiler up to its full capacity, made sure to explain how to check the pressure, and advised on how to best ensure that heat fully circulated through our older house. Exceptional service!

Reliance furnace maintenance from booking to visit was a breeze. The technician Steve was very knowledgeable and was able to clearly answer any questions and concerns I had. Would recommend.

DO NOT USE RELIANCE!! We've had a terrible experience with this company. The sales person sold us a product and service that has disappointed us from the moment it was installed. We paid in full, however the payment was mishandled by Reliance and it resulted in my credit card being stopped - and as a result, multiple late fees charged to my VISA. They actually made the mistake twice - and not once did they offer amends! I've never been so frustrated with such incompetence. And to make matters worse, the faulty installation resulted in a huge flood in our basement - where carpet was ruined and we had to pay for a water extraction company to dry out our basement - all because of their shoddy installation of the humidifier . Reliance said they would pay for the flood, but they HAVEN'T PAID ANYTHING!. The sales rep, won't even return our calls, and it's clear they're just trying to avoid us - hoping we'd go away. We haven't forgotten how terrible this experience has been. It's shameful, and I wish we would've NEVER done business with them. They are dishonest and deceitful, and you will get much better service if you go elsewhere. Please don't make the mistake we made.

We had a free consultation by Peter from the north bay area. All we can say is that we are very happy with the service we have received so far. Peter took his time to explain all the factors involved in getting a new furnace installed. He didn't skip any details which enabled us to make a quick decision and go ahead with the install. We would definetly recommend reliance and it's hard workers.

Service call was phoned in mid morning regarding a fault condition associated with our gas water heater (9.5 years old). The fault was high thermal cut-off activating. It would reset but would re-activate. The reliance customer service rep created a service call for that afternoon between 1 pm & 5 pm. The service technicians called around 1:30 to say they would arrive in about 10 minutes. They arrived, repaired the problem and were on their way in about 1/2 hour. The area was left clean and the water heater is working fine. The water heater is a rental unit so the repair costs are part of the rental agreement.

We have a service contract on an older furnace and have issues with it each year when the temperature first drops outside due to inadequate ducting and the age of the house. Reliance comes out, checks the entire system out, makes all the required adjustments and gets everything working reliably through the winter. Friendly, fast, efficient, and they explain exactly what's gone wrong and what's been done to fix it. Really appreciate the work they do, and the quality of the technicians Reliance employs.

Re: Cory (111546) and Michael (111624) Cory came to diagnose our leaky Water Heater for repair or replacement on Friday, Nov. 15, 2019, and it was no surprise that we needed a new one. The old one was 38 years old!! He was very efficient in setting up an appointment to get it replaced by Reliance technicians on Sunday, Nov. 17th, as he understood we needed it done before we left for a three-week holiday. He also inspected our copper water pipes nearby in the basement and recommended replacement of may of them (all as old as the water heater or older, and many showing obvious signs of corrosion and deterioration). We asked him if he could come back, after our return home, and do that work, so he booked the job for Dec. 11, 2019. Michael came before the appointed time and got a good start on the pipe replacement project, and Cory arrived shortly afterwards, to supervise the completion. Though the space was difficult to work in (because of many valuable collector's items nearby and even mounted above and around the pipes, they both worked as a good-natured team to do the work as efficiently as possible. They high-fived each other upon their success (not a hint of a leak at any joint along the newly laid AquaPex wirsbo tubing -- unusual they said, even with the best installers!). They also went above and beyond their job in handling difficult removal conditions and other problems that arose. They cleaned up after the job, making the basement area almost sparkle. Both Cory and Michael were good natured, humourous, even under unforeseen circumstances, and obviously skilled at tasks they enjoy accomplishing. Anyway, we're looking forward to many years of safe and secure service out of the pipes they replaced, including reworking the pipes to the newly installed water heater to maximize the layout and "look" of the entire area. If more than five stars were available, I'd give them each SEVEN stars! And five more stars for Cory's first visit, on November 15th, which got the ball rolling on the preventive maintenance. Thanks for the good work, fellas! "Dr. Hank" P.S. -- I told the 30 musicians, who gathered at Bernie's pub for a get-together in the evening (thanks for finishing the work in plenty of time!), about the Plumbers I had worked with all day, and their decision was unanimous -- to make you both honorary members of my Plumbing Factory Brass Band!! I have been calling them 'Plumbers' for years (instead of musicians, or band members), a label they take pride in, as you do with your work.

I called to get somebody to come in and give me options for a new water softener and I could not be happier and the service I was given. They set up for the very next day the agent was on time and called me beforehand to make sure we could still hold the appointment. Installation with setup the next day and their service tech was again on time and extremely helpful. He also managed to discover a problem with my drain from the main house not functioning properly in the long run saving me thousands of dollars. Although the water softener was being installed the next day it was definitely the best auction as I had to get a plumber in to rectify the situation before hand.