Reliance Home Comfort reviews (13630)

The first technician showed up 45 minutes early so I wasn't home. He went to the water heater, said it was OK and left. Two days later we lost hot water again and another technician came on time. I informed him of the problem and he diagnosed immediately. The sensor was dirty and he cleaned it. He was only here for a few minutes and fixed the problem. It would be nice if you had more guys like that. The first technician should be talked to, his was unacceptable.

Tyler was amazing and went above and beyond to get our water heater fixed when it was leaking. He was very knowledgeable and was so personable, and he had us back up and running in no time. It was such a pleasure to deal with someone who truly cared about customer service. Thank you Tyler!!!!

The Water Treatment Advisor Ken was very knowledgeable and thorough. He arranged the installation date and contacted me that morning before the technicians arrived. The technicians called as well to advise that they would be arriving in 45 minutes. The technicians were very organized and answered all of our questions. They explained how the softener operates and how much salt to add and when to add it. It was an overall great experience. Thanks again to Ken and the technicians. Bruce and Nancy MacGregor. Brantford.

We thought our new a/c unit was freezing up (Reliance installed May 2018). Margaret, Reliance tech in our area arrived within the scheduled time frame and was quite quickly able to diagnose the problem, which was not a frozen unit. Our Nest had only been hooked up with 4 wires -- she said it has been shown that the 5th wire (the C wire) needed to be hooked up in order to run properly. System has been running fantastically even with these extreme temps! Thanks to Margaret!

I had an issue with my A/C unit not cooling my house. Dino, the service tech, showed up and immediately went to work to resolve the issue. It turned out to be a much tougher job than he originally thought. Dino went above and beyond my expectations and soon enough we were back to have a cool house. The whole time Dino was professional and showed confidence to get the job done. He is a great representative of Reliance.

The 2 Reliance technicians (Ryan and Aaron) that were at my house today were extremely helpful, friendly, knowledgeable, polite and thoroughly answered all my questions. I really appreciated them and will most definitely request them for future service calls.

We just had a new furnace and air conditioner installed. From the salesman Simon to the installers bill and Natalie it was a smooth and painless process. Bill and Natalie are very professional, upbeat, kind and knowledgeable. They are like a father daughter team. What a joy to see another female in the trades!!! Keep up the good work. We will definitely pass along your names and business. Thanks again.

As soon as the technicians came into my home they introduced themselves by name and shook my hand. They were efficient and very professional. After everything was installed, they went over everything with me and made sure I understood. Cleaned up after themselves.

First two employees were professional, informative and made us feel comfortable in our choice to sign on with reliance to provide us with an air conditioning unit. Then following the contract the workers that showed up were unprofessional in appearance. Did not have any reliance branding. Not once did any reliance employee mention to us that it would be a subcontractor that would arrive to do the job. We were expecting reliance technicians to come and provide the service. One guy shows up with just some tools, then another guy shows up a hour later without warning, just enters into our house with ringing the bell or even knocking. They continue on by discussing the circumstances in their own language so we cannot understand. They wanted to cut sheet metal in our house on the bathroom floor. The level of unprofessionalism was extremely disappointing. Reliance was very professional and communicative until it came to installing the product and then it appeared like they sent subcontractors without warning. None of these other workers were branded in reliance uniforms and even the truck they showed up in was not a reliance vehicle. Then a third guy shows up some time after and again appearing unprofessional and unbranded. Definitely not the appearance you would expect of employees of a company as well renounced as Reliance. These guys even ordered pizza to our house when they are suppose to working on installing a new A/C unit for us? The level of Unprofessionalism was unreal. They didn’t cover any of the flooring like it says they should on the email that discuses what to expect during the installation. We call the sales rep that sold us the unit and he replies that we will be compensated by a gift card. He spoke to the installers and when getting off the phone the installer says do you want me to finish? He had already uninstalled our previous unit. Ripped apart things in our furnace room and asked if we wanted to the job finished? This is the most disappointing service we have received from any company so far which is sad to say from such a big company like reliance. With a motto like we’re not comfortable until you are they definitely were not making us feel comfortable at all. After two hours of them cutting wires and ripping things out. Uninstalling the A/C and whatever else they were doing we are told they can’t do it. They told us that the piece was too big and they couldn’t install it. The sales rep that came in on Monday, assured us that they have worked in many other units like ours and even mentioned that we probably have seen their truck in our complex many times. He even went down to the furnace room to take pictures and measurements. I don’t understand how the wrong piece could be ordered. I cannot even describe or respectfully explain the thoughts running through my mind. I have never heard of such poor service in my life. All the horror stories I have heard about people’s units doesn’t amount to this experience. I called 24 hr support and the lady I spoke with was kind and understanding. She took down all of my complaints and spoke with the contractors but my issues were not resolved. The resolution department closes at 5pm. When we had called our sales rep, it was well before 5pm. He told us that there was nothing he could do until the morning. That was not true. He could have called resolutions at that time and had something figured out for us. He did not even mention that we had an option of calling another department. I am told to call in the morning but that doesn’t help my current state. They had to weld the pipes back together in order to reattach the old unit. My house now smells horribly, we had to disconnect our fire alarm. This situation went from bad to worse. When the support person I called spoke with the contractor he had the nerve to say that he was working in an uncomfortable environment but couldn’t explain to her why. He came into my house, ripped apart our unit, made a mess. We offered them water and they took it upon themselves to have a nice sit down dinner on a patio out back and order pizza and he is saying he’s uncomfortable? My level of patience no longer exists. I will never turn to this company again for any issues that arise and I will make it aware to anyone I speak to not to get into business with this company either. I had to call the resolutions department myself the next day. No one contacted us to address our issues. I called as soon as they opened, spoke to someone, explained the issues in detail and she gave me her number and said she would call back once she speaks with higher authority. No one called back 3 hours later. I called again. At this point I said forget it I don’t want anything from you just to cancel my contract. They could care less, did not offer anything for our time wasted and stress. Reliance is not reliable and making you feel comfortable is not their priority.

The Reliance installation staff, Natalie, Bill, Charles and Joe, were all very pleasant, organized and informative. They all worked well together to get the job done as quickly as possible. We were given a review of the work done for the furnace and air conditioner installation and how to remove and install the furnace panels, as well as how the new thermostat works. It was a very pleasant experience, albeit very hot (38 degrees with the humidex), but the house cooled off to a pleasant temperature within about 1/2 hour. We are very pleased with the new equipment, at least the air conditioner, will know more about the furnace in the winter. Thank you very much, Natalie and Bill, for your attention to detail and getting the job done in a timely fashion. It was also great to interact with you personally. Thank you from Lori and Lloyd Burch.