Reliance Home Comfort

On October 16 of this year, I had a new furnace installed by Reliance (actually a third party Contractor installed it). The installation went OK - 2 professional young men did the job. However, I did have to do some clean-up after the job was done - pick up screws and piece of pipe. From here, things went down hill! One day, I was outside doing some yard work and I noticed a strange sound coming from my exhaust pipe which sounded like exhaust being blown through water - a very distinct gurgling sound. Thinking that this was not right, I immediately set up an appointment with Reliance. Unfortunately, no one showed up - my wife took time off of work and waited 4 hrs (the standard wait window for a Reliance service call). Very disappointed and the fact that I had just bought my furnace, I called the salesman (Marty) who sold me the furnace to see if he could assist me. He basically told me that things like this can happen and to give him a call after my issue had been resolved! A little irate, I set up the next appointment myself, and again, nobody showed up. Apparently, when Rose at the Call Center booked my appointment, she had made a mistake which resulted in nobody showing up. A little angrier, I called again and asked to speak to a Supervisor. I was put in contact with Dawn who of course apologized for the lack of service. My third appointment is booked for today Nov 17 and as I am writing this feedback message, I am still waiting for a Service Tech to show up. I have been a Reliance customer for over 15 years and up until October of this year, I was very happy with the service that I had received. However, after my latest ordeal, I wished I had shopped around a little more prior to going with Reliance for my new furnace. In my eyes, a furnace is somewhat of a large invest and I expected to receive a little better service. I believe I have a legitimate safety concern in the fact that water should not be in my exhaust pipe!