I first purchased the Smart Air 1000 system and had it installed April 30, 2016. I think the installers were independent contractors of Reliance because their truck did not have the Reliance logo, nor were they dressed up in reliance uniform. The install was okay but as they were leaving they b-tagged us for the Hot Water Heater, told us we had 90 days to fix it. It wasn't good news but we know we had to get it replaced.
After the Furnace and AC install, I looked at it in detail and noticed some things should have been done but wasn't. For example, where the filter goes, there should be a door or a cover, ours was just open, I thought that was kind of odd. I had quite a few concerns with the install and luckily, I got a call from Quality Management and someone came to check up on everything and answered all my question. The tech that came was fantastic and said he will report to the manager about my concerns. However, it has been 3 weeks and I still haven't gotten a reply from the manager and when I follow up, they tell me they are very busy because of the sudden intense hot weather, which I understand but my need for service should not be dependent on the weather, what if the whole summer is hot? Do I have to wait until that is over? I am being completely honest, I was sold on their warranties, which looked very good on paper, but once the deal is done and the money is paid, the customer is put in the back burner if there are any problems, you wait and you wait and nothing happens. The sales guy was nice and always responded quickly except, when there is a problem, then it is the ignoring and delay game, might be out of his control but I like information straight up front and not brushed off.
For the Hot Water Heater, I wanted to go with Reliance and rent one. Afterwards, I found out that the AC was installed at a place which doesn't leave much room for the HWH to vent from the wall. Not only did I wait for like 3 weeks for the install because they keep pushing it and pushing it later and then finally I found out that if they had to move the AC a bit, that I would have to pay extra for that. That really upset me because, when the original tech came to install our Furnace and AC told us that that was the first thing he noticed that our HWH is not up to code, so having known that, he couldn't have been considerate and install the AC further down a bit knowing that our conventional HWH have to be replaced with one that vents from the side wall. He basically backed us against a corner with the b-tag and then not living enough room so that I would have to pay more for the install of HWH. HWH still not installed at this point. The gas supplier company came today and shut off our gas after I was told that I had 90 days to fix it, gas supplier said it's 35 days. Why would the Tech b-tag people and then tell them a fabricated time frame, when gas supplier means business? I am very furious with Reliance right now for how they have dealt with this. I am pregnant and have 2 kids already at home. How are we suppose to cook or clean without out gas appliances working?
Reliance's motto is, "We are not comfortable until you are". Well, I am very uncomfortable and Reliance doesn't seem to care.
