I've never written a negative review but the service I received was so extraordinarily unprofessional and rude, it merited one.
I was sold a new furnace and AC unit by Glen G. on July 19th. During the sales process I was vigilant to ask about any hidden costs and installation fees and was reassured that the final bill on the invoice would be all that I would pay. I didn't want to deal with any surprises. Glen told me that the installers would need to cut two vent size holes in my ceiling to install some lines (which they would cover with some grills).
They came on the 30th for the install. The installer took one look at the space and asked if Glen had seen the room before. Glen had seen the room on two occasions. Once to give me the quote, and a second time to sign the contract. The installer told us that he would need to tear down a significant portion of the ceiling (not just two vent size holes). The cost of repairing the damage would need to come out of our pockets apparently. I told the installer that we were told that all costs of installation should have been covered by Reliance - that's what I was told. The installer connected me with the manager who said he didn't know what kind of deal I had worked out with Glen but that normally wasn't the case and he would ask Glen to call me. An hour passed by with no call from Glen so I called Glen and left him a voicemail at 11:11am. He called me back at 11:25am and said he heard there was a problem and he was on vacation that day. I told him what had happened and said he told me there would be no additional costs. He got hostile and began cutting me off and raising his voice. He said it was an unforeseen cost and he didn't have time to deal with me. He claimed that he had told me any unforeseen costs were my responsibility. He said the issue had already been escalated to his manager. He proceeded to get increasingly upset stating again that he was on vacation and have given me all the time I deserved then hung up on me. Yes. He hung up on me. The phone call lasted 3 minutes and 15 seconds.. of which, I spoke for 20 seconds. I was shocked and surprised that anyone would behave in such a way. Clearly, this person should not be dealing with customers.
I immediately called the manager, Shawn, and left him a voicemail explaining what had happened. I left him two messages but he didn't bother to call me back. Around 2pm, I called Reliance customer service and spoke to a supervisor there named Anna. She was shocked by the treatment and apologized for my experience. She said she would get someone in touch with me shortly.
I finally received a call back from Shawn. He said he was busy that day and didn't get a chance to get back to me until then but he had already heard what had happened. By this point I just wanted to know what was going on and who's supposed to cover the added costs. He said he didn't know and would need to get a quote by another contracting company first before making any decisions.
I would not recommend doing business with this company. The very idea of hanging up on a customer is beyond juvenile and unprofessional. It's appalling. Beyond that, the manager not calling me back until the end of the day, after hearing about the incident, just shows their lack of care and respect for their customers.
