Reliance Home Comfort

James Walton was the technician from Reliance who visited for my annual furnace and water heater inspection today. James was professional, and very knowledgeable in helping me understand what to know as my system ages. James offered to make arrangements for the sales person to visit. All in all, a very good customer service experience!

there were no problems encountered while fixing the water heater. But they arrived 1 hour late, and we had to call to tell them they were late. Very good person, kind and caring.

THANK YOU Phil Latour #7546 for a great service experience. There are very few people left with such great service attitude and helpful advise. He did a full check to the unit and tried all the possible things that could be wrong with. He explained in detail what he was doing and why.

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!

I just wanted to say a big thanks to Joe Green for his service call is week. Our water heater has been malfunctioning and he was able to fix in in about 5 minutes. He called to say he was on his way and was there before the time he estimated. He was very knowledgable and kind. He answered all of my questions about how to maintain the equipment and was well versed in all of the appliances that we have with Reliance. We have the protection plan so the cost was $0. Thank you Joe. Much appreciated!

Wes (#2491) is very knowledgeable and willing to share his knowledge with me. Explain in details the problem of the hot water tank and fix it at a timely manner. Thanks

The Technician Tim Henbrey was extremely professional and courteous. Before the installation he explained what he would do.
The installation went flawlessly and he took the time to show me the new equipment and review the operational and safety features of the product. This is the way to do business.I was very impressed and would glady recommend your company to my neighbours and friends.