Reliance Superior Heating & Air Conditioning

In May 2017 I purchased a new Lennox furnace and air conditioner. Install went great and product performed well. Then the after service....
On May 16 2018 I went to Reliance Superior to purchase filters for furnace and humidifier. In talking with their general manager (Jeroslaw) he suggested buying the Reliance Comfort Plan for $9.99/ month. He explained this plan covered the annual maintenance. Sounds like a good idea so I agree to it. We set up the annual maintenance appointment for May 28 @ 8:00 am. 8:00 am comes and goes no technician. 9:00 am comes and goes no technician. I call their contact line and sit on hold for approximately 30 minutes. As I need to get on with my day I leave my number for a call back. Approximately 10:15 am I get a call back from a call centre. Tell the gentleman my story. He says let me put you on hold while I look into. After being on hold for approximately 15 minutes I hang up thinking he will call back.
He doesn’t. Early afternoon I email Jeroslaw explaining the situation. He calls back saying he will have technician at my house next morning at 8:00 am. I agree to it. Surprise surprise no technician shows up. At 8:45 I email Jeroslaw advising no one has shown up. I receive a reply to my email advising he is close. I couldn’t wait as I had other commitments. I receive no response back from Jeroslaw. Two days in a row wasted my time. No respect for people’s time. Thinking this week can’t get any worse with regards to heating and air, it does. May 31 I receive a letter from Reliance Superior (dated May 24,2018) out of north York office advising that I have an outstanding balance of $647.92 on my account and I will be put in collections if it not paid immediately. News to me that I owe $, first I’ve heard of it. Friday June 1 I call the contact from the letter and get her voice mail so I leave a message. Do not hear back so I call again,now her voice mail is full. I go to their switchboard,explain the situation and ask if there is anyone else I can speak to in accounts receivable. I get transferred and sit on hold as all employees are busy assisting other customers. After 15 minutes on hold I hang up. I now email the accounts receivable contact asking for a response. At 4:45 local time I get a call back from accounts receivable asking if I purchased my system through Costco. I advise that yes I had purchased through Costco. She then says ok thank you for confirming and says
“you should not have gotten that letter”. That is my week in a nutshell with Reliance Superior. Not impressed.

I had originally made an appointment for Friday May 25, 2018 between 7am and 11am, they called a day earlier to reschedule due to an overwhelming amount of "emergency" calls for repair. I was ok with it due to the timeframe they had called in advance to reschedule.

I suggested Monday May 28, 2018 and they asked if the same time would work, 7 - 11am and I said yes that would work.

Well it is now 1145am and haven't had anyone show up for a scheduled appointment. The issue I have is with airflow going to a specific room, and now that it is past 11, my 1 yr old child is sleeping in that room for the next two hours for his nap. So next time, honour your appointment schedule. If somebody does show up now, they can't even go into the room where the problem is.

I bet if I were to miss the appointment, I would be charged a fee. I like how the commercial shows they get a service call and go right away while leaving their coffee to brew or sandwich being made, but I have an appointment and nobody shows up for it.

Update: I was apologized to by the call center person, and made another appointment for this coming Friday 7-11am. It is now Friday at 1105am and once again nobody has shown up and I must put my kid down for a nap. So that’s a total of 8 hours I have waited for this “appointment”. Great customer service....

Service person ROb attended and inspected both furnace and air conditioner..was pleasant and informative...respected our home and property...finished his inspections and sat with us and explained what he had done and his findings. Expalined in language that we understood and was a pleasure to deal with. THis person is an excellent representative for your organization...he could come to out home and service our equipment anytime...he should be commended for the work he performed.

The guys showed up on time and got the job done faster than expected. They were super friendly and explained everything to me when I had questions! Can’t thank them enough!

We have the Heating and Cooling Protection PLUS Maintenance Plan with Reliance Superior. They contacted us at the end of February reminding us to BOOK a regular Furnace Maintenance appointment under the plan. I contacted the Service Department and booked a service call for Monday, March 5th at 4:30 p.m. because we worked during the day and can't make it home any earlier. Winnipeg had a snow storm on the Monday and Reliance called our house around 1:00 p.m. asking us to re book the appointment due to the weather. I said, Wednesday the 7th would work or Friday, the 10th? We booked it for Friday, March 10 th at 4:30 p.m. stating again that I CAN NOT be home any earlier due to my work schedule. The service department said, NO PROBLEM, it's booked for a technician that works from 1:00 - 5:00 p.m. and he'll be there around 4:30 p.m. I left work early so that I could be home by 4:30 p.m. only to hear a message on my answering machine saying, It's Jeff from Reliance I will be there in 20 minutes, that was at 1:00 p.m !!!! He came and of course NO ONE WAS HOME!!! He left his card in the door. I immediately called Reliance Service Department and spoke to a lady who said, NO that was a mistake the job is still open and the technician will be at my place by 5:00 p.m. I waited, NO TECHNICIAN, I called by only to have the Service Department tell me, NO, NO THE TECHNICIAN WORKS FROM 5:00 - 8:00 P.M. AND HE WILL BE THERE. At 8:11 p.m. I called back......NO TECHNICIAN, the Service Department said, the Technician works until 9:00 p.m., HE WILL BE THERE THE JOB IS STILL OPEN. I said really, ON A FRIDAY NIGHT THEY ARE GOING TO COME AND DO A MAINTENANCE JOB ON MY FURNACE????? YES, YES THE JOB IS OPEN HE WILL BE THERE!!!! At 9:20 p.m. I called back yet again, only to have the Service Department say, THE TECHNICIAN WILL BE THERE BY 10:00 p.m., THE JOB IS STILL OPEN, HE'S ON HIS WAY!!!!!!!!! At 10:10 I turned off my outside light and went to bed!!!!! I called Saturday morning to have the Service Department say, THERE MUST HAVE BEEN A MISTAKE, DON'T KNOW WHY HE DIDN'T SHOW, THERE MUST HAVE BEEN AN EMERGENCY!!!! I replied, STOP THE CRAP, IF THERE WAS AN EMERGENCY SOMEONE SHOULD HAVE CALLED OR TOLD ME THAT WHEN I CALLED 5 TIMES LAST NIGHT!!!!!!! The Service Department booked me a NEW appointment for Monday, March 12 at 4:30 p.m. BUT later on in the day, a Technician called me later on Saturday to say someone will be there between 2:00 - 4:00 p.m. to due the maintenance on the furnace.
A technician by the name of Tommy arrived on time, did the work and was pleasant and efficient. I signed a sheet approving the Service call and on the back of the sheet these things are written: OUR 100% SATISFACTION GUARANTEE......OUR PLEDGE TO YOU.....TREAT OUR CUSTOMERS AS OUR TOP PRIORITY..........REALLY????? OPERATE WITH HIGHEST STANDARDS OF OPENNESS, HONESTY, TRUST AND INTEGRITY, ALWAYS ACTING IN THE CUSTOMER'S BEST INTEREST...........REALLY??????? AND HERE IS MY FAVORITE..........AT RELIANCE, WE MAKE PROMISES AND KEEP THEM. ...........REALLY, I DON'T THINK SO!!!!!!!!!!!!!!!!! WE PAY $360.00 A YEAR FOR THIS SERVICE. THIS IS UNBELIEVABLE, UNACCEPTABLE, AND FRUSTRATING. WE ARE SOOOOOOOOOOOOOOO DISAPPOINTED IN THE SERVICE OF THIS COMPANY. I HAVE BEEN ASKING MY FRIENDS AND FAMILY MEMBERS WHAT COMPANY THEY USE TO SERVICE THEIR FURNACES AND AIR CONDITIONERS. This was a total WASTE of my time, and we all have important things to do with our time, I WAITED for 6 hours on a Friday evening to have NO ONE show up, not even a phone call to apologize or tell me what was going on. This service fell short of their "100% Satisfaction Guarantee", by a long shot.

My Husband and I are extremely frustrated with Reliance Call Center..
It is -25c in Winnipeg & the call center is advising me a service man will not come out until tomorrow between 10-2 pm...It is -26 in Winnipeg .so why are we paying $30.00/month for a service plan. This is our 7th ..count it 7th call to Reliance to repair our furnace... To add insult to injury the supervisor of the call center stated it is not our furnace, then why do i have 6 business cards attached to my binder! I stated, give me the number that i should be calling....she gives me the exact number that i had called, go figure. The supervisor at the call center (which i believe is in Toronto) offered us $50.00 towards a space heater for the night...it was nearing 2130 hrs. and who would pay for my pipes that would freeze. The Reliance Superior website indicates Emergency Service 24/7 so why do i have to wait until the next day?
We are phoning the Service Manager in Winnipeg ..the number was given to us by the call center ...if anyone requires it..204-2592701...
The service fellows are very nice but one service man does 1 thing and the other does another thing...WHAT GIVES!!!!! I plan to do something about this...what if we were on holidays...than what!!!! ..

Now a days you really have to be your own advocate for everything!!!!!!!!!!! I thought my husband was going to have a stroke...that's how upset he was...so give me another FURNACE...

THE ONLY GOOD PART OF THIS ARE YOUR SERVICE PEOPLE AND HOW POLITE THEY ARE...BUT THIS CALL CENTER is something to be desired. !!!!
Obviously they are not in tune with what classifies an emergency call out. This call center is going to ruin you companies reputation and you will undoubtedly loose many customers over this.
Like I stipulated the Service Technicians were superb but they are getting the brunt of complaints due to this Call Center.
These emergency calls should be directed to people who have some knowledge in furnaces and how to prioritize calls.
I have heard nothing but negative comments concerning this Call Center. Perhaps you should re-evaluate this problem and start to consider the customer and your companies reputation.

Excellent same day service. I am glad we had a rental as it would have cost a couple of hundred dollars. The repairman was very knowledgeable and customer service oriented.

Was grandfathered in with Hydro plan now had to resign a new contract for minimal amount but after 7 years need to buy out contract. What's the point of getting grandfathered on a service then. Was disappointed with having to sign new contract however service was excellent.
Technician was very knowledgeable.

Needed a new furnace and wasn't sure what company to go with. Contacted Reliance and got a quote from them along with quotes from other companies. Rob provided me with a quote for a Lenox furnace(much lower than other companies). He could easily have upsold me as I know nothing about this type of thing. Rob was HONEST, telling me exactly what my home needed and why I DIDN'T need the upsell on a different furnace or the extras.
Rob squeezed me in for an installation appointment right away. The 2 fellows who did it were excellent. I couldn't believe the service provided by this company! I would definitely recommend them and will use Reliance for all of my future home needs.

I was not to happy with Teliance but Terry really made me happy. He thoroughly explained things, was very very nice and played with dog that was bugging him while doing his job. I will ask for terry by name to service our house from now on. ☺️