Reliance Holmes Heating And Cooling Ottawa

We had a new furnace and AC installed and very satisfied with both the sales and service. The installers, Greg and Jake worked their butts off during the extreme heat throughout the day so we could have our new AC unit up and running as soon as possible. Very courteous and knowledgeable and a done well done. Thanks again Greg and Jake

Contacted Reliance Ottawa to schedule a service call for my broken AC. That cost $111.87.
Turns out my AC was 12 years old and a new AC was needed.
Service Tech told me that if I bought a new AC, the service charge would be deducted from the new AC.
Decided to purchase a unit for $4k. Paid on my credit card same day.
3 weeks later, still waiting for them to reimburse the $111.87.
Contacted the sales rep on many occasion. He told me that Crystal from the office would be calling me. It's been 3 weeks now . Still no phone call, still no credit...
They are very nice when it comes for customers to buy but after service stinks.

I would give them less than one star if I could. In May, they billed us the wrong amount for a new furnace and took out the money from our Mastercard account. To date we have called them SEVEN times over two months!!! Nothing happens even though everyone we talk to agrees we are owed over $1200. More buck passing and promises but no actual refund.
If you deal with them be very aware they are not interested in solving billing problems unless you owe them money. We have the contract, and they billed us the wrong amount. It should be simple.
As well, they contacted us a month after the installation to book the installation again. We had to explain that it was already installed.

Horrible experience all round.

Issues noted within a day of install:
- insulation was removed for fitting a new pipe and not replaced.
- thermostat was wired for a one stage furnace when I have a two stage
- AC I was sold appears to be greatly undersized - struggles to keep the house at 23.5 degrees when set at 21. I was told by my contractor for my other home renos, for my size house (~2600 sq feet) I should be at least 3 ton and not 2.5, but likely a 3.5 ton would be needed to cool it.

Response thusfar:

- emails & calls not responded to
- decide to call in the office and after going through my issues they try to sell me a water purifier - several times - after clearly stating I wasn't interested, nor would I even consider anything else from them until my current issue was resolved.

Disaster so far

I have been a customer since 2017 and I missed guided to rent the water heater, home comfort(furnace & AC). I'm in the process of selling my home and need to know what the buy out would be to complete a sell. On March 26, 2020 I called for this information and was informed of Reliance's network issue but would receive the information on the following Monday. On the Monday I received a PR# and to call back on the Wednesday. Yesterday April 7th I was on hold for 2hrs only to be hung up on. As I'm writing I'm still on hold and BTW the sell of my house did not go through because I was unable to produce the buy out information. I'm at a lost!!!

I experience a home gas furnace stoppage early Tuesday morning and called my Maintenance Protection Plan contractor Reliance's customer care line at 4:00 a.m. on Tuesday January 7, 2020. From the initial contact with the Call Centre rep to the ultimate repair later that day I want to express my appreciation for an excellent service experience.
The initial on call service technician Dave arrived on time and successfully troubleshooted the issue as a failed pressure sensor switch which completely shut the furnace down. He was able to make an initial repair to get the furnace working and noted that he would immediately order a new part. The new part arrived at our door within two hours and by 4:00 p.m. the second service technician Joe took just a few minutes to install the new part (s). The service techs did a great job fully explaining everything as well as completing the work the same day of my call. There was no cost to me as I had their Maintenance Protection Plan. Sincerely Dave Atkins P.Eng.

Honestly cannot believe the poor service from this company. Cole's notes ... Got a great quote for an air conditioner in June. Decided to proceed with the purchase. Scheduled an install day, noone showed up. Ok no big deal, I will reschedule, it happens, next appointment comes but they could only come 3 weeks later. At this point the old AC unit has leaked all in the drywall and mould is starting. Their installers refuse to install saying we need to re-mediate the mouldy area first. Slightly perturbed because the mould came as a result of them not replacing the old damaged unit when they no showed the initial appt as there was no mould present at that time. Fast forward $2000 later to have someone come in and remove all the drywall pieces and replace. Finally ready to have the unit installed, schedule the appointment, and wouldn't you know it, noone show up again. At this point I am actually mad, so I call and speak with their management who guarantees this will be rectified. They tell me their dispatch manager will call me to schedule, well guess what, that doesn't happen either. I have to call back and harass them just to get this booked and they already knew the situation I have been going through with them. I am almost at the point where I just want them to refund my money for the unit, but I press on, hoping that this highly reputable company just had a few bad eggs. We schedule the appointment for the 8am-1pm time slot, only to be called the day before and ask if we can reschedule to a later time or another day. I almost lose my mind, how can you keep mistreating me as a customer, does my time not matter to anyone now that you have my money ? Despite all of this, I reschedule for the later time and say this is your last shot, make sure this goes off without a hitch .... fast forward to time of install and well wouldn't ya know it, the installers show up and proceed to ask me where the new AC unit is .... what ??? why would I know where it is ? This has been happening over a three month period and not once have we actually seen an AC unit at the condo. Apparently there manager told them it was already at the house, just not installed .... ughhhhhh the worst service from any company I have ever received. They could not complete the job because they didn't bring the unit that I paid them to come and install !!!???? It is actually ridiculous, so I am now going to be getting a refund and cancel the entire job. Clearly management is not on the same page and I would really think twice about investing your hard earned dollars with this company's abysmal customer service

Two Holmes Heating and Cooling technicians (Joe and Dean) arrived at our home this morning, September 24, 2019, as scheduled to complete the annual servicing of our furnace and newly installed air conditioner. Their conduct and their technical expertise were exceptionally excellent. They deserve a five-star rating.
Jon Jennekens, Ottawa

I needed my water heater repaired asap as hot water is needed to operate my heating system. Reliance Holmes was the only company who was able to get someone to my home the same day I called. Marc arrived earlier than I expected. He was polite and respectful and answered all my questions. He picked up the required part and returned to install it promptly. I was very impressed that he showed me the damaged part and explained the damage. I have never had a repair person do this before. Thank you Marc and Reliance Holmes.

Kevin and Taylor (3099) were fantastic! They were punctual, tidy and definitely knew their business and also very personable. They changed our furnace and eliminated old oil tank on 2315 Carling avenue within 7 hours. We will definitely use them again.