Reliance The Furnace Company Edmonton

Beware!!! Worst experience ever!!! Reliance came to inspect/repair our basement furnace this summer that had stopped working. We had to have it looked at as we were trying to sell our house. After looking at it and replacing the transformer the maintenance guy gave me this long list of all the things that weren’t working on the furnace and quoted me over $2,000 for repairs. Individual goes on to tell me it’s likely best to get new machines, yadda yadda so he had a sales individual come out to give me pricing on new machines. At this point I’m feeling pretty overwhelmed as the machine had been working fine just a few months ago and suddenly it apparently has all these broken parts! My husband had been away at work and luckily told me just to wait till he could look at it. Well he finally got around to looking at it and the only thing wrong was the transformer! The repair guy had wired it in backwards. It even started to smoke when my husband turned on the furnace. They could have blown our house up. This whole thing also cost us he sale of our house as the deal fell through because of this. My husband fixed out furnace for $50. Seriously be careful with this company. Get second opinions if possible.

Do NOT subscribe to their maintenance programs. A deal with the devil.
I subscribed to their maintenance program which worked out well until I tried to cancel after more than 2 years.
Called and emailed many times to cancel but they continued to bill me for additional months. (The minimum payment period had been more than completed)
I would call to cancel and they would ignore me and try to up sell.
Reliance- No means no!!!!
Bizarre and unprofessional company.
It’s unfortunate - I thought very highly of their workers and service but I will not use them now because the financial side of their

Paid for a new furnace with air conditioning. It took a WEEK for it to be installed. We had to call and double check every stage of the install. My husband missed a total of 3 days waiting around at home for install and had multiple no shows and couldn't get a hold of anyone to find out when someone would show up. When we tried to get a hold of our sales rep was told, "It's our busiest season." They gave us $500.00 off but it took a month to get the refund. Customer service is in
Ontario, Canada. No help. Don't use this company!!!

I have made multiple attempts to get a hold of someone in the head office regarding payments for my unit, and other questions i have as my sales man left the company.... i was told by a rep that i should send a text to the salesman!!!
Very Frustrated

Very professional job. Installed next day as promised. Works great. The unit was instaled and running in about 4 hours. The house temp dropped 4 degrees in about 2 hours on a 26 degree day. Thank you Amy for your hard work and making this happen. Shout out to you and the installers.
Kim

Reliance installed a Lennox AC at my house , worked good 1st year , 2nd year the refrigerant was topped up because it was not cooling ,3rd year same thing happened , I called another Lennox dealer to check it out , found a pinhole leak , explained AC needs a new evaporator .The evaporator Reliance installed was substandard and Lennox the company has settled a lawsuit over these evaporators . I went ahead and installed the new evaporator . All the copper tubing from the outside to inside had to be replaced as an added expense because the tech showed me all the bad kinks in the lines from Reliance poor installation , I took photos . Called Reliance for warranty claim on the exchanger , they don't care said to called Lennox in the US . I did that and am working with Lennox because I already went ahead and installed the new exchanger . Don't really care if I get the money back , all I wanted was a good working AC unit . Never Buy from Reliance again .Additionally the Reliance tech who did the original installation was the rudest person I have met in a Long time . He literally asked me to leave my basement and don't look at him while he is working . I still today regret not asking him to leave and calling the company .Update : Lennox has asked that Reliance phone them and submit the warranty claim , very straightforward. Reliance has refused to do this for me , told me to get the other Lennox dealerI hired to send in a claim . Basically they are not honoring their warranty .

On April 26 2018 Amy came out to our home. She sold us a furnace and AC unit. She showed us where the AC would go and what needed to be cleared for the installers. She also stated that I would get a $250 Visa gift card and 2 months free.

The installers came in and did the installation, they couldnt find the floor drain. However Amy didn't tell us they needed access to that. They also have yet to put the Basement return air in. And no-one has come to finish it. They also left things messy. When Amy called after nothing was said about monthly payments.

I texted Amy because she doesn't seem to want to answer her phone, and asked her about the gift card and free months, as this was now 3 weeks later and I still had no information. She ignored my question about the 2 months free and told me the gift card was coming from head office.

Last week I called your call center to switch which day my bill was due, they made it for the 21-23rd of each month. Which then I asked the guy when my first bill was due......As I still did not have this answer. He informed me it was August 21st. I asked him to check again because I was only told 2 free months. He looked at it again and said it was definitely August.

Fast forward to yesterday June 5th, I recieved a bill in the mail due June 14th. This is not ok. This is not what I was told. So I called the call center back. And all they could find was the request for the change of bill date. Nothing about the free months. The guy on the phone was extremely rude and told me I was making false statements, and I couldn't have recieved 2 months free. This is when I tried calling Amy to figure this all out. And low and behold.....she ignored me....

I am beyond frustrated with this service. Or lack there of. One.....how can you bill for an uncompleted job. Two....my billing shouldn't have ever happened for 2 months. Three......your call center being extremely rude is uncalled for. Four....Amy ignoring my phone calls is unacceptable. I expect something to be done about this. At this point I do not want to do service with Reliance. If I have had all these problems in the first month, I can only imagine how a service call would go.

We had a new air conditioning system installed at the end of the season last year so only got it started going this last week as we had great weather. No matter what we did barely any cold air was coming out and if anything our house got warmer as the day went on. Called Reliance who did the original installation and they had their technician Chris out here the next day. He arrived exactly when expected and even called first to say he was on his way but what I appreciated the most was his professional manner and explained what was happening and why. He double and triple checked all the different pieces that could have been the issue until he confirmed with me that all was running to my expectations. He absolutely did a fantastic job and now my house feels like I have air conditioning. I would definitely welcome Chris and reliance back to my home for a service call based on this experience. Well done

I Went with reliance for an AC install last summer - I will say, this was overall mostly a good experience. The price was fair, the install was quick. I did have reliance come back 2 times as the coil was freezing, and they had to add more refrigerant. Unsure if i have a leak still, will see this summer.

However, this winter i learned they had removed my fan blower wire from my thermostat, not giving me the ability to run the fan separate from AC or Heat.

I called, Reliance sent out a tech, he was helpful, and we ended up puling back a wire from my humidistat as i dont use my humidifier currently. He then suggested I purchase a NEST thermostat, and said that they would install it for me, if i purchased the 15$/month furnace protection plan.

He went on to tell me that "your blower motor is going to fail soon" (my house is not even 5 years old yet), and that this will protect me from the guarantee of this upcoming fail.

I felt compelled to believe him, and signed up for the plan, he then again told me they would do the install on the Nest, and to look around for the best price on NEST (as they are often on sale - and there are government rebates) or just call and buy it from them.

After he left. I called Reliance and asked to buy and have installed a NEST. They informed me that they dont sell them anymore, and that i have to buy it from a retailer, and then they will come and install it - again, free becasue i signed up for the plan.

So i went to lowes, purchased the Nest, came home to call Reliance for an install. Really, the only reason i wanted Reliance to install it, rather than myself, was because a "NEST pro install" gives you an additional 3 years of warranty on the NEST. That seemed like a good enough reason, and since it was free, why not. So i called reliance and they then informed me NEST installs are not included in thermostat work, and that i would have to pay 199$ for install. After arguing with the sales rep on the phone, explaining that 2 separate Reliance staff told me buy it, we will install it free, they passed me along to customer relations. They called me the next day to hear my story, and said they would call me back.

Well, within minutes after that call, i got a call from the Tech who came to my house the day before and he accused me of not telling the truth. He was adamant that he did not, nor ever would have said that a NEST install was free. And that the only way they do installs was if they are bought through Reliance. I was shocked. Clearly he had just gotten his ear chewed out by his supervisor, and to save his own skin, wanted to put the blame on me. I repeated exactly what he told me, that he told me to shop around, that they are often on sale, etc. And he just completely denied, However, due to the fact that i called reliance, and they told me the same thing on the phone, they agreed to book in an install.

So, jump to the next day. I have my NEW tech come to the house for the "NEST pro install". He arrives, asks what we are doing, then sees the NEST and says "oh, a thermostat, easy". I let him know "yeah, i was going to just do it myself, but with you guys as the "PRO Installers" i get an extended warranty. He looked at me clueless. He had never heard of a nest pro install before. I told him, he should have a code for installing that unlocks that, he again, never heard anything like this before. So he starts to send texts and emails out, and in the meantime tries to set up the NEST.

I dont want to be rude, but he had no idea what he was doing. As i watched him, he was using the wrong hardware, putting screws in the wrong spots, that caused the NEST to not even fit on the wall, i told him, "here's what you need to do" (based on my watching a 5 minute tutorial on YOUTUBE - which had clearly given me a better understanding of it than he had).

THe other thing i had requested was for my humidifier to be connected, since the first tech had disconnected it to make my blower fan work. He at that point just told me "No."

After it was hung on the wall, with the right hardware, we turned power on to the unit, and then he got ready to leave while the unit was downloading an update. I asked him "arent you going to stay to make sure it all works" and he literally replied "nope, this could take up to 15 minutes, and time is money". I reminded him that i needed the PRO install code, as that was the whole point of them coming to do the install and not me.

This is when he forwarded me the email that Reliance Head office had sent him (when he emailed out requesting the information on a pro install at my house).

And so what i had sent to me, was the Powerpoint presentation, that Reliance gives to their techs, walking them through how to sell, and do a pro install. And on the first slide was the Pro install code. And I was then instructed to put the code in myself, at which time he left.

So i am standing infront of my NEST, still updating, and he is gone, nothing checked. The update finishes, and the NEST walks me through set up, where it asks for the pro install code. I put it in myself, and am immediately given warning about how this is only for professionals, and i could damage my hardware. I proceed anyway, and it takes me to a schematic of my equipment. Only it is showing missing peices, and things in the wrong spot.

I dont want to wreck anything, so i put a call back to the first tech (as i had his number on my phone) asking for this second tech to be sent back, as i am sitting without a completed job. reluctanly they get a hold of him for me, and he comes back, skips through a bunch of menus, and then just tells me "its fine, it will all work how it is supposed to", and leaves again.

I was pretty dissapointed, and rattled, At which point i realized, there is no way i want to be paying into something, that in the event of an emergency, or failure, this is the type of service i have to deal with. So the next morning i called customer service again, shared with them my story, and asked them to cancel my Protection plan.

I am sorry Reliance, but this was an extremely poor experience. I was manipulated and not told the truth to, i again had my hardware and equipment set to not working order (first the blower fan, now the humidifier), and was sent a completely unknowledgeable "NEST pro installer", who had never even heard of a NEST pro install before. I can't recomment a company who thinks this is appropriate. I will be passing along this reveiw to NEST as i believe they will want to look into further the practices of Reliance as a NEST pro installer.

I called reliance on a recommendation from 2 family member to install a 50Gal Hot Water Heater. I was told over the phone by the scheduler that they would be there to install between 1-5pm (brutally huge time window) however I accepted this fact. I took the day off work to ensure I was there for them which cost me a days worth of wages (so lets tack another $250 onto the cost of the heater) well 5pm came and went with not even a call from reliance. I finally received a call from the installer at 6pm in which he was just finishing up his last job then he would be over.

It wasn't until 7:45pm until the installer showed up at my house to install the hot water heater. This is where my experience with reliance finally got better. There installer Nathan was a great guy and went over and above to ensure the service was done right and in a timely fashion. He was a great guy and did amazing work and would highly recommend him.

It was unfortunate that I had to lose a days worth of work, not be able to take a dog out for a walk, and not go out to the dinner I was invited to by my friends all because their office couldn't even have the decency to call me and let me know they are running behind schedule. They could have at least given me a new time frame. Very very very unimpressed with their office and when it comes time to replace my furnace 1-2 years from now, they will not be my first call.

On top of this I have called the manager, he took down my name and said he would call me right back after his meeting. Its now been hours since that initial call, and I have not heard back from him