Reliance Home Comfort reviews (13631)

Our Home Comfort Advisor Lina was wonderful. She took the time to explain a few of our options and everything that would be included with the rental of the furnace and water heater. She left a pamphlet behind with the furnace details. She was patient in answering our questions and providing all information that we wanted. She was knowledgeable and friendly and gave great customer service. She called on installation day to check up on us, and when I had a couple of follow-up questions she took care of them promptly and kept me informed every step of the way.

I've been a customer of this company for almost 20 years, renting a water heater from them. We recently purchased a new (to us) house and decided that we didn't want to rent a water heater any longer so called them to inform them of the move date. The current invoice (pricing included here) was for a pre-paid amount of time and covered a period longer than the time left in the house so their CSR advised me to not pay the current invoice but wait for the final pro-rated invoice that only covered the period we would actually be using the heater for. He seemed to take extensive notes and add all of this information to my file and I hung up thinking that things were resolved and I would just wait for the pro-rated invoice to pay the bill. Today I was left an automated voicemail from them threatening to send me to collections due to my delinquent account if I didn't contact them immediately. After almost an hour on the phone and speaking with 5 different people no one could resolve the issue and they all said that the previous rep gave me bad information about them sending a pro-rated invoice and that I should just pay the bill and "worry about the difference" later. They said all they can do right now is to say that I've made payment arrangements with them and that the automated system would stop calling me with the collection threats until the close date of the house. They also then informed me that they would only be sending out a pro-rated invoice after we had moved (but didn't want my new address) and 3 different CSRs tried to "estimate" what the bill might be and said I should "just pay us $40 now and we'll try and figure out the difference later." This is probably the single worst customer service experience I have ever had. I'm now being charged late fees (which they say they can't stop, but they backed out the ones already on the account) and that I should "just pay the bill and they will credit me the difference at the new house" -- even though I told them multiple times that I'm closing the account -- which also should be right there on my customer account records but apparently was not. The one woman would not even let me finish a sentence before cutting me off each time so I couldn't even actually explain the situation. Think long and hard before you get involved with this company if you value your time. After following their advice and then in turn getting threatening voice mails about being taken to collections for a "seriously delinquent account" the lesson that I've learned here is that one department here doesn't know what the other ones are doing, and no one could handle what I thought would be a simple customer issue. I've now paid the bill in full and will never deal with them again (and likely never see the remainder of the pre-paid amount of money because they don't even have my new address).

Bill W(rch1377) and Wes (R-1893) installed our furnace today. They arrived promptly this morning and introduced themselves. They went straight to work, put down runners so they did not track dirt in. They left my house maybe neater than when they arrived. Thanks for a job well done men. Mark

older home in tight space. installed unit in the most efficient manner. the installation was quick, clean and the installer most accommodating. installation exceeded my expectation. 10 out of 10 stars.

The cost for the service was a rental rate per month. The sales and installation staff were very personable and knowledgeable. Once we decided on the purchase of the unit, the required audit and installation dates were scheduled immediately. Actual installation was competed within a few days which was appreciated. Jason was particularly appreciated for his professional approach and pleasant manner. The followup call on the day of installation was a great touch.

Reliance sent out Adam to repair our furnace and he arrived within 2 hours of the initial call. Thorough and professional. Adam suggested it was time for a new furnace, but was not pushy or overly keen to sell us one in any way. He only gave us a lot of great advice and then repaired the furnace as planned. Excellent service. Should also mention the plans through Reliance have been very worthwhile for us - maintenance and service.

I had reliance in my home today to replace a leaky water tank. Joe was sent to do the job. He was punctual, professional, very friendly and efficient. He cleaned up the work area and made sure everything was working before he left.

I wish to thank Darryl Cherry for his expert advice and the information presented to me which helped me in my decision to purchase an Air Conditioning Unit from Reliance. He took the time to inspect the home inside and outside in order to find the most suitable location for the outside unit. This was difficult as there is not much space to install an Air conditioning Unit without disruption to a newly installed stone walkway. Darryl found an ideal spot which is functional and still convenient for guests to find their way to the back deck. Darryl answered my concerns and was polite and respectful. He explained the rebate process to me. Thanks Darryl, for your help and expertise. Anne.

There is a long story behind this review, but basically my experience with the 'Customer Resolutions' department at Reliance was shocking. Their incompetence and complete lack of professionalism left me speechless at times. I wasn't trying to argue with them or dispute a charge; I had a simple request which I explained in writing and in email, but they stated very clearly over the phone that they did not bother to read what I wrote. I tried to explain over the phone numerous times, but the representative wouldn't let me get a word in edgewise. He literally shouted me into silence each time. They went straight to using bully tactics and insulting mind games without even attempting to understand the issue. This dragged on for over 4 months, and I had to escalate to their VP of Eastern Canada at one point. I would not recommend that anyone do business with this disgusting company if at all possible. The only good part of the experience was the technician who serviced the heater. He was courteous and efficient, very much unlike the supposed 'Customer Resolutions' department.

Your technician Robert was very professional and very courteous. He was detailed in his services and he gave me some good recommendations on how to improve the efficiency on my furnace.