Reliance Home Comfort

Unprofessional Service

! Installed a furnace and an AC in Dec 2019 and totally REGRET.

- False Advertising: At that time, Reliance has a promo for guaranteed next day install or refund $500. I took a day off and waited at home the next day. Nobody showed up. I called the Sale Rep, he said the tech is not a good tech and he will get me another good one the day after. Does that mean Reliance hires unprofessional tech? Once I confirmed, I received a confirmation email from Reliance. This means they never book a tech for me on the next day because I never received any confirmation email for the 1st booking. When I checked my contract, the Sale Rep did it on purpose uncheck the next day installation guaranteed and put down the available installation date is one week after. This is my mistake, trust a large company does not spam on their contract.

- Unprofessional Tech: When the tech came, everything was dropped to the floor, not put it down generally. Anything on their way, they dropped to the floor instead of putting it aside. They even do it on purpose to leave a sharp metal lean on my furniture. Used my chair as a footstool. They will go to smoke every 1/2 hrs and leave the door open (it was Dec). Came back with full of bad smoke smell and shut the door right away because they felt cold.

- Sell my business to sub-contractor: When the tech is complete, he told me to keep the number he called me in the morning. When I wanted to install a central humidifier, I should call him instead of Reliance. Also, in the 1st year, I should call him for tech support instead of Reliance because Reliance will send him to do all the repairs and I don't need to call Reliance. This is against the water heater regulations for somebody not getting invited to sell water/heating systems. I can't believe Reliance is just an agent. Get my business and sell to a small shop.

- No Customer Service after Sale Complete: I have a manufacturer rebate but must through Reliance to submit the claim form. I didn't get the confirmation email from the manufacturer until I told the Sale Rep I have a new customer refer to him. That is after 1 month the system is installed. I have called the manufacturer and asked for the reason for the delay. They told me they never receive the claim form and nobody can help except Reliance submit it.

- Unreasonable on Pricing: The sales rep told me the price is buy one get one free. I don't know how ONE furnace or ONE AC cost is $9,000. The reason I go for it because my friend said Reliance is the best but totally disappointed now.

I have told the Sale Rep all these issues while the tech was installing the furnace and AC, followed up texts and emails. All the responses are they will get back to me later or just ignore.

Just like I said, even they are over pricing and I still go for them because my friend said they provided excellent service. But they sold my business to small shops and ignored any of my complaints, I regret I chose Reliance. My AC has loud noise while it is running and I even hesitate to call them because I don't want them to send the same tech back and damage more of my furniture. In my contract, Reliance is supposed to repair any damage in my house due to their work but nobody cares about my emails.

Why I wait for 10 months to make this post? Because I tried to contact them but nobody care for months. COVID19 started afterward and I have to deal with my own issues until now I have time to share my experience

DO NOT USE THIS COMPANY

I've been 4 days without heat or hot water with a 4 month old in Mississauga IN WINTER!!!They promised to install the hot water tank by today after resigning a 7 year contract. Now after I called them they are saying they won't be able to do it today. It looks like I will be going on day 5 without heat or hot water with a 4 month old baby. It is middle of winter right now. Keeping in mind I offered to install a hot water heater that I bought from home Depot and had an HVAC guy ready to do the installation. They said I was not allowed to have it installed and could not touch their property. So I've been having to wait. Once they agreed to do the installation today I sent the HVAC company away since reliance was going to do the installation. Reliance did not return with a hot water heater and now the HVAC guy is gone.

On Nov 21/2019 our furnace thermostat stopped working. We called Reliance company for service, H. Nelson arrived, sold us a new thermostat and was on the way out at which point we realized our furnace was still not working. He only went to check after we told him.

He then checked the furnace and told us we need new motor and motherboard. He also told us we may consider buying a new furnace and recommended their salesman Jamie Lanys. The price for repair was quoted around $2600 so we agreed

to speak to Jamie the following morning. He sold us a new furnace, promised a very reliable and quiet machine which was essential to us as our furnace is positioned on the garage level and master bedroom is right above it.

To make a long story short, the salesman misinformed us, sold us a furnace we are not happy with, our old one was better and it costs us $4600. We were billed another $320

for a new thermostat we didn't need in the first place and were told it will take 4-6 weeks to get money back !

Stay away from Reliance home comfort company.

This company staffed with unqualified technicians. For 4 days in the middle of the winter, 3 technicians were trying to fix the furnace, first claimed the pump was bad, ordered replacement, then claimed carbon was in very high levels and other things that didn't make any sense. I called Atlas, guy came, same day, worked for two hours, cleaned the furnace, now it works like new, no part replacement was required. I called Reliance to complain, shift manager, Lori King, promised to investigate was went wrong, never called me again, and totally ignored my calls. Way to go, Reliance. I guess it's time to change the name to something more appropriate, like Incompetence.

WORST customer service BY FAR!! I've had no heat for a month now, and scheduled 3 appointments in which no one shows up and I DON'T even get the curtesy of a phone call to explain WHY I waited around all day for no reason! Each time I call them to complain about getting stood up yet again and again, they tell me "sorry about that, we can arrange ANOTHER service date. Lol it's a JOKE!! They might as well be telling me to "f*** off don't bother them but just pay your monthly bills regardless if I'm actually getting a working service or not!"

The contractors came in on time in the morning, and by 4:30 pm they were done. They came back a few days later to replace a pipe that need to be replace with no problems and they were very happy to come back. The installation manager also came with them just to over see that everything was done accordingly. He was also a great help on filing out the warranty.