First off, the rating provided is not indicative of our most recent visit by Joe Green which would be a 10/10. He was knowledgeable, helpful and understood the products he was servicing. I would recommend him to friends and colleagues and believe that the company should do more to hire staff like him.
Since moving into our new home, which came with a reliance contract, we have had issues with our tank-less water heater, AC and now furnace. In each product there were issues that required resolution, leading to multiple, painful visits.
In every case, it took at least three technicians, time off work, and sleepless nights before any issues were resolved. The techs would make outlandish claims (like the water heater is broken and needs to be replaced) which were discredited at the very end by more knowledgeable techs. In the case of our water heater, the company replaced it (thankfully on their dime) and in the end it was determined that it only required 20 cents of parts to fix (a couple plastic ties). More recently, our furnace wasn't working and a tech suggested that it required a $1000 part which led to lost time in ordering the part. Again, this was discredited when Joe arrived, as he simply had to change a minor setting to get the furnace to work. What is most painful is that the process (3 weeks) left my wife, four year old daughter and I without heat, all because some technician couldn't properly diagnose an issue.
I truly hope someone at Reliance Corporate office reads this and takes note of the need to hire and train more competent staff.
