Reliance Home Comfort

We bought a heat pump, and they threw in a humidifier. Somehow the paper work ended up being filed as both a rental and an out right purchase. They put a lien on our house, didnt honor a $500 rebate, rented us and sold us the same heat pump. The heat pump was installed in such a way that it blocks access to our water in the backyard. A couple holes in our ceiling for installation ended up being 6 holes, which are the responsibility of the home owner. The old furnace, which we intended to give to my father, was left on the curb and collected by scrap collectors within minutes of being taken out. Overall a nightmare of an experience. Im actually quite surprised it was this bad. We only discovered the rental and lien on our house when my wife called in to pay off the furnace in full, the finance company was happy to accept our payment, and reliance was like no, its a rental. All payments were scheduled to start in a month, which would have triggered both the rental cost and finance cost. The sales guy ghosted us for weeks at a time and it wasnt until I threatened to sue everyone that we suddenly had people bending over backwards to help us. We now are waiting for the lien to be lifted, I have little faith that this will go smoothly.

I looked on Google, and saw that reliance had great reviews. So I called them for what I thought was going to be a quick AC repair, and ended up way oversatisfied with the entire process. Eric repaired my AC, in what was probably 30 minutes including diagnosis, then he took the time to educate me on what filter would be most effective for my AC. Then in passing, he caught that my water heater was over 25 years old! I knew it was going, but I didn't realize it was that old! Then the same day David came over and walked me through the whole process of water heater installation and repair. Then! They had three people the next day (I'm sorry I didn't catch their names) install the water heater, water softener, and the water filtration faucet in my kitchen. I did not feel pressured by sales tactics and completely consented unprompted to all of the information that they presented to me. 10 out of 10 amazing experience.

Holding Reliance Rental Water Heater, Cooling Protection & Heating Protection Plans. Really disappointed with the service. Why? See below: (Sorry for the long review as my suffering was also long)

Day 1 - In the morning I realised that my AC stopped cooling. Please note AC was working but no cooling. Contacted Reliance immediately for booking the service/repair. They gave me an appointment for the next day between 1:00 pm - 6:00 pm. Temperature for the day was 34 C.

Day 2 - Temperature for the day was again 34 C. I was hoping the technician would arrive by atleast 2:00 pm. Nobody contacted me till 6:00 pm. After multiple calls to customer care (few just disconnected on my face), the technician finally came at 7:00 pm. I mean Wow! After waiting for the whole day in a barbeque keeping my phone in my hand (Reliance says if you miss their call, you miss the appointment), they finally turned knocked my door. Apparently, these technicians were from some third party contract company. They were not even looking licensed. Anyways, they did some checks and finally said the compressor is gone. They checked the refrigerant level and said the level is fine but still no cooling that means the AC compressor is gone which is not able to push the refrigerant. So, now Reliance will contact you for the next steps tomorrow.

Day 3 - Temperature for the day was again 34 C. Reliance did not contact me till afternoon. After rigorous follow up with Reliance, I was able to connect with someone named Tanya. She told me that as per the diagnosis done by the technician, we have to replace the compressor and it is not covered by the plan so it will cost you $2500 + tax and if I say yes, the part will take 3-4 weeks to arrive. Any other option? Yes. Get a new AC. Wow! By gods grace, I did not agree to these options and requested her to send another technician (a Reliance internal technician this time) to redo the diagnosis. She was kind enough to book an appointment for the next day 7:00 am.

Day 4 - Temperature for the day was 32 C. A Reliance Internal Technician named Rishi was right on time at 7:00 am. He did the diagnosis. Now, here comes the twist. He said the AC refrigerant level is low but the unit is absolutely fine including the compressor. Apparently, there is some leak in the coil somewhere which another technician will come and perform a leak inspection. Wow! He booked the appointment and the appointment was for Day 6 at 7:00 am. Thanks Rishi. You are an amazing guy. Please keep up the good work. That gave me a little relief.

Day 5 - Temperature for the day was 30 C. Waiting for Day 6 and getting toasted.

Day 6 - A Reliance Internal Technician named Dave was right on time at 7:00 am. He greeted me and asked me about the issue. I gave him a little bit of background of last few days about the tech visits. The first thing he asked me is why Rishi did not do the inspection himself and fixed the issue on Day 4 itself. He is a licensed technician and skilled to complete the inspection himself and fix the issue then and there. Well, I said I dont know. Anyways, he did the inspection, found the leak, fixed the leak, filled the refrigerant and guess what, everything is up and running. He cleaned the outdoor unit with garden hose and thats it. Amazing guy. Thanks Dave. Please keep up the good work. But Wow! This could have been done on Day 2 itself, if Reliance would have handled it better. Well, till now I use to recommend Reliance to every living thing on this earth but now NO MORE and you will loose me too soon.

PROOF ATTACHED.

We had a technician (Oren) come to our place and run a diagnostic test on our AC unit. Our unit hasnt been working for the past few daysin the sheltering heat! Oren was knowledgeable and trustworthy. He had one of the technicians visit our house on the same day. Harpreet arrived and simply put, he gave us a great deal. We replaced our AC but got a package that suited our family for a price that was great. I would totally recommend using this company.

We were interested in having a heat pump installed in our home. Philip came to our home to explain the equipment and the installation process. The hvac techs came and installed the equipment in a professional manner on the quoted date. They were prompt quick and efficient. After the techs left we noticed a few issues. 1- drain from the condensate pump was not installed into a proper drain pipe, 2- we did not receive a condensate pump and filter as listed on the completion report 3- completion report had a signature that was not signed by us 4-the hole which the heat pump lines exit through the wall was not sealed. Now Philip will not answer phone calls or emails . Buyer beware

Had a non working air conditioner, service rep came on time and did all he could but was unable to repair the old unit. Comfort Advisor came the next day and was very helpful in purchasing a replacement!

Thank you!

Chris from Reliance (team member number#112839)
came to our house to replace the valve on the outside of the house, were I attach the garden hose, it was leaking. The valve was replaced free of charge, because we have a plumbing protection plan with reliance. I asked Chris to come into the house because our faucet blew a hose and wanted his opinion on the rest of the plumbing underneath the sink. Chris said that the metal pipes attached to the sink were all rusted out, and the plastic pipes were badly in need of replacing, and some of them were incorrect. Chris has over 20 years of experience, and that was his recommendation to replace those parts. I can't say enough about the Excellent work that Chris did. He is a consummate professional. He's also a really great person. Reliance is Lucky to have him. I will definitely ask for Chris, next time I need some plumbing repairs.

Adam, an electrician from Reliance, solved a problem with two of our outside GFCI receptacles. Troubleshoot from the electrical panel back to the 2 receptacles and found the problem quickly. A receptacle in our garage had come loose and was causing a nuisance tripping problem. Fixed promptly and now working fine.

worst customer service !!! don't ever think of calling this people they are just acting polite, when I called they put me on hold for over 22 min and then they hang up the phone, i called back and ask for manager or supervisor he put me on hold aging for 24 min and then hang up the phone, I called for the 3rd time and asked for manager or supervisor gain the girl asked me the reason I explain it to here she got all my information and told me the manager will call you between 2 or 3 day lol never did, and I still have my problem with my furnace!!!!!

they did an inspection on our water heater and ac, they gave suggestions and guides, they did a good job and there were no problems and the result was even better