Reliance The Furnace Company Edmonton

We contacted Reliance through Costco. Had a very prompt response and their Rep (sorry can't remember his name), who was very informative. We agreed to go ahead, and as scheduled two guys arrived on time on the agreed date. Mark I and Jordan couldn't have been better. They were both polite, worked efficiently and cleaned up after themselves. They explain exactly what they were doing and why and left me delighted with the work carried out. Full marks thank you Mark and Jordan:) Would recommend them unreservedly.

Here is a summary of our experience with this company. Salesman visits in late August and provides a quote for installation of 2 furnaces and an on-demand water heater. Made a second appointment with the salesman about one month later and he did not show up and did not call. Received a call from customer service and rescheduled the appointment but no apology or explanation for missed appointment was given. Salesman did show up for the rebooked appointment and despite this warning sign I decided to go ahead with the work. The day before the installation is to start The Furnace Company duct cleaners arrive at 4 pm and remove a basement window. I arrive home at 5 pm and the duct cleaners are packing up and attempting to put the basement window and screen back in and in the process break one of the glass panes. To their credit they showed me the broken window and called their manager who instructed them to take the window to Crystal Glass and get it repaired. Next day two tradesmen arrive and start installing the two furnaces and the water heater completing the job at about 2:30 pm the following day. That evening I notice that a lot of water is running from the humidifiers into the drain continuously. I adjust the humidity controls and their appeared to be a problem with the way they are wired and how the water flow was adjusted. I call customer service at The Furnace Company and they refer me to the tradesman who installed the furnaces who calls me back. I explain the problem to him and mention that I had read the operating instructions for the humidifiers and that in the instructions they state that the “water flow is determined by an orifice in each humidifier”. He told me had never read the instructions and that the water flow should be controlled by adjusting the saddle valves. He then told me he could not come back to our house to check out the problem that day and that I should call in and book a service call. I called in and arranged a service call for two weeks later. The following week I called customer service to inquire if our window had been repaired yet and was told that it was not ready yet. I asked that when it was repaired that it be brought back and left on our front step since I did not want the duct cleaners to reinstall it. I also asked to speak to a manager in charge of our installation and was told that the manager who was in charge but that he was out of the office. I left a message and was told I would receive a call from him. Service tech arrives on time and finds that the humidifiers were wired incorrectly and the water flow was not adjusted correctly. He spent just over an hour rewiring the humidifiers. Before leaving he reviewed humidifier operation with me and explained that the humidifier installed on the main floor furnace was wired into the furnace but that the humidifier for the other furnace (basement and second floor) was not. He told me he would talk with his manager about this issue and would be recommending that the necessary modifications to the wiring be made to allow this humidifier to be controlled by the furnace as well. I have sent two follow up emails regarding all of these issues and have never received a phone call or an email back from anyone at the company. I eventually did get the repaired window but I had to call back in to customer service and the window was returned to us about one month after they broke it. I don’t know why we have received such terrible customer service but based on our experience I would not recommend them to anyone.

I am new to Edmonton, my first time to call Reliance. The young man that came to do the Annual Maintenance on my furnace, was very informative, helpful and courteous. Thank you Richard.

We had a furnace installed Nov 29, 2013 and were very pleased with the service from Mark and the install with Ross and Matt. The install was professionally done on the time specified with detailed instructions upon completion. I would recommend Reliance and its staff to my family and friends. Very satisfied. Thank you

Had a furnace installed in Decemeber of 2012. Install was pretty good. The installers had made a hole in the siding after talking with a manager nothing was done about this except the recommendation to put conduit out of the hole to make a fake electrical look. In the summer of 2013 I had a partial sewer back up and thought I should raise my furnace to be prepared just in case this happens again. When I called to ask if raising my furnace is a possiblity I received attitude from the person on the phon. She stated she would call back and give me more information. She never phoned back. I called to inquire a week later and set up an appointment for a quote for raising the furnace. The day of the appointment no one showed up and I did not receive a phone call. I have to use a certified Lennox dealer for yearly servicing if I can find one that is reasonable I definatly will not be using Reliance again.

Overall the furnace works great and the install was good. Im just really not satisfied with the follow up service.

I had scheduled a furnace servicing back in late Oct. This morning Mark Belanger called prior to the scheduled time and informed me that he would arrive in about 30 minutes, he arrived as promised. He was very courteous and informative about what he was doing and what needed to be looked at to ensure my AC and Hot Water tank also continued to work properly. I will be sure to ask for Mark the next time.

These people are AMAZING!! My furnace was 30+ years old! and my house was Freezing! I called Reliance, and spoke with Jody in the office, who was beyond helpful in getting me help fast. Chris was at my house within 3 hours, unlike other companies who quoted me a one week wait...even though it was an emergency. Chris took me through all my options and brought some space heaters to help warm up my house until the morning, when my furnace was being replaced. Aaron and Nolan were exceptional! They explained everything that they needed to do, and my new furnace is AWESOME! This home has never been this warm. I can't wait until Spring when my AC is installed.
Reliance goes beyond the customer's expectations. I will hire them again for my duct cleaning, and will recommend them to everyone. Customer service isn't hard to find here...these people are amazing!!!

Thank you so much!
Nat

The response time from the company was excellent, particularly during a cold snap. Mark I. and Jordan arrived early, they were professional and friendly. The install went smoothly and they were very thorough in explaining all the completed work. I can easily and with confidence recommend this company to friends and family.

Reliance-the furnace co has excellent service ,from the persons in the office ,to the final install!the first rep out to our home was Richard who was very helpful.He had Chris contact us and Chris was very knowledgeable and explained everything in great detail.
A professional job was done by installers Nolan ,Aaron and Tyler who were professional,skilled and extremely polite and helpful......THANKS TO ALL OF YOU

We have been frustrated by our non-functioning Humidifier for two years until Mr. Justin Jacobsen came to our house for warranty service. Mr. Jacobsen fixed the problem in just a few minutes and patiently answered all of our questions with his ample knowledge gained from the profession. He demonstrated superior workmanship that others should mirror and we feel lucky to have him do the service in our house.