Reliance The Furnace Company Edmonton

I received excellent customer service from the estimate to the completed installation of a new furnace. Sharon at the front desk was so helpful and prompt with all my calls. Jodi, who scheduled me with an immediate installation and also provide a tech (who was just great, thank you) to ensure all would be good until the new furnace could be installed. Dave Lambert, the estimator, who spent a lot of time and effort with answering my questions, providing information, and sharing his knowledge. Mark I and Jordan, installation techs, who were awesome. They were courteous, on time in spite of the snow that day, and did an excellent job at cleaning up after the installation. I had several estimates and Reliance gave me the best price and their customer service was up and above any of the others. Thank you all very much and all the best in 2014..

We just purchased an older home and needed the furnace replaced. After we got an in-home quote, Mark I and Jordan came out on December 23rd to replace our furnace, our humidifier, CO2 detectors and...one more system (air purifier?). We didn't expect much as it was contractors in terms of customer service but from beginning to end, they were excellent. In person and over the phone, they were very courteous and even went out of their way to redo one of our pipe while in progress so that it was neater. They explained everything fully and after the job was done, they went through each machine, gave tips on how to keep the maintenance and made sure we understood what they were saying. I didn't feel rushed while they were on the job and more importantly, although a hefty bill, I felt it was worth the price. Thank you so much and if I need something else in the future, we will definitely be contacting you guys again. Happy Holidays!

My son is out of town working when I received a panic phone call that his furnace was not working. I called Reliance and within 2 hours Justin the technician met me at my son's house. He quickly determined the problem, explained it to me in simple terms and had it fixed quickly. He made some helpful recommendations to me as well that I appreciated.
I was so impressed with Justin's professional and helpfulness that I signed up both my home and my son's home for their maintenance plan.
Thank you Justin & the Reliance Team for making what I thought would be a monster trouble go away so quickly.

Merry Christmas,

Valerie Murgatroyd

Installation people showed up on time and installed my new water heater and furnace within the time frame expected (one day). Brent and Brendan were professional and courteous. No surprises and very pleased with their work and customer service skills. Dave (sales rep) showed up during the day to ensure that things were going well. Always appreciated.

just had a new furnace installed at my elderly mothers house and just wanted to thank the two young gentlemen Mark and Jordan who did the job in a prompt and professional manner. They took the time to explain how the new furnace worked and went over all they did to my mother which was greatly appreciated.

I called this company since they had such good reviews on HomeStars.

I have mixed feelings about this company and I know it differs from many reviews on this site, so here are the facts:

-Competitively-priced, quoted quickly and professionally
-Installation scheduled fairly quickly - next week I believe
-Installation not done as per my requests for routing of piping (see explanation below)
-installation seemed to be of good quality
-furnace stopped working a week or two later due to a wire shorting to the thermostat (they came out fairly quickly and were responsive and effective)
-had to make followup requests to ensure my air miles were credited as promised (still not on my account but I believe it is in progress after speaking with the office - she was friendly and helpful)
-have made many requests for them to at least drop off the CO detectors promised as part of the quote (Dave promised on several occasions that it would happen by certain dates which have passed but it is now a month and a half after install and no sensors) He had originally said these were included at no extra charge to ensure my tenants were safe and meeting code. The way I see it, if you promise something you need to deliver.

Now for a little detail on my special requests for the installation piping. Since I have a home that was built in 1969, it had an old furnace that vented through a roof chimney. I wanted to use this existing chimney as I don't really like having more piping and holes cut in the side of the house. I was advised by Dave that this was not an option and to meet code you need to vent out the side wall. OK, that is fine as long as it is done cleanly and professionally. I knew that they would want to vent out the side of the house since it is the most direct route. However, the side of the house has a sidewalk which is right up against the house. With kids and tenants potentially knocking into piping, it would need to be fairly low profile. Dave said it would stick out several inches, so I suggested the back of the house instead. He said no problem. I had agreement verbally and then followed up with an email beforehand to be sure. They installed it out the side anyway. See the first picture for how it was done to see how much it stuck out.

I contacted Dave and he apologized for the "miscommunication" and that they would be out in a couple of weeks to re-route. No problem. Mistakes happen. Too bad I will have extra holes in the side of the house but not too upset about it as long as they seal it back up as best as possible. See the 2nd picture for how this was done. Not great -- Dave said they would actually put a vent as it would look nicer and they would close off the pipe nicely. Hmmm - do you think it looks ok? I am on the fence on this.

The re-routing of the pipe was done so as not to hang too low and I think it turned out ok. Until it gets to where it exits the side of the house. First, I have attached the pictures showing how they have blocked the window from any chance of ever being opened again, and the second picture shows that they would have needed to just route it a couple of feet to the right to have a clear spot. If there is a good reason I would have appreciated a call to go over any issues they had during the install. Although I could not be on-site at the time, I did leave them my phone number and I was sure to be by the phone just in case. No calls.
The last picture shows a pipe that sticks out the back of the house at least 1 foot long. We'll see how well that stands up to kids and mowing the lawn etc. I would have thought they would do the same S-pipe setup as they did at the side of the house. I asked Dave and he said this is just the way it's supposed to be. Hmm? Never seen this on the side of any house before, but I am no expert in venting codes. What do you think?

I invite Reliance the Furnace Company to discuss my concerns. Not sure what can be done at this point. I really don't want anymore holes in my walls. And I am a pretty busy guy -- I don't have the time or energy to be hounding contractors for CO detectors or air miles, or re-doing things. If things are not installed exactly as I would want, due to codes or whatever, I am ok with that as long as it is communicated upfront. As you may recall, I was sure to stay by the phone in case they had any issues.

For future jobs, I may consider having them quote. As I said, they were friendly and had a decent price. I gave them many opportunities to correct mistakes, but I don't feel as though "the voice of the customer" & communication is given proper attention.

The Furnace Company just finished installing my new furnace. The 2 gentlemen Nolan and Aaron were very professional and knowledgable in regards to every question I could ask! they even went above and beyond and improved some existing systems connected to my furnace. Very pleased with the excellent service!

We couldn't have asked for better service. Our old furnace broke down Friday morning. We called Reliance and Chris came out that afternoon and helped us through the process of picking a new furnace. It arrived promptly the next day and was installed by Aaron and Nolan in no time at all. They were very efficient, very organized, very friendly, explained the new furnace and thermostat to us, cleaned up after themselves. They worked on a Saturday in -40C weather without a single complaint! That kind of customer service is the exception and not the norm and we were very pleased with the whole process. It was such a huge relief not to have to go the whole weekend without a furnace in the house.

Richard Petersen was the service technician who visited our home today (December 11/13).
He was very competent, respectful, and efficient. He was very good at explaining how the parts of the furnace work; as well, he gave us helpful advice on what to do in case of emergencies (e.g., carbon monoxide). We will request his services in the future.

We needed two furnaces replaced. Dave was great during the assessment, helpful and patient with our questions.
Nolan and Aaron installed the furnaces. It only took one day to install both furnaces. They were very professional and went above and beyond. Everything was cleaned up and they did little extras like tying up a water pipe.
Very impressed. Thanks!