I moved into a house in July 19th, and needed a new water heater when I moved in. I went on Homestars to find a good plumber and inquired with a number of companies about what their average price was. My plan was then to talk with my wife about which company to go with. When I explained this to the Reliance guy, he stated that the service request was already put in and that someone was going to come anyways to give a quote and install a new water heater if we agreed with the quote. I didn't want reliance in the first place. I had a better feeling with pretty much every other company, but I got busy with the move and kind of forgot. However, possession date came and a reliance sales person showed up. He was friendly and pitched the idea of renting a tank as opposed to buying it. When we decided that it made more sense for us to buy the tank, his attitude TOTALLY changed. He seemed upset with us from that point on. Still professional, but upset with us. He then charged my wife for the service and set up an appointment for the following week (which was disappointing because we wanted the tank installed that day!) About an hour later, a reliance plumber showed up to install the tank, but we were just heading out the door as we were not expecting anyone to come until our appointment the following week. We were unable to get him in the house at that time. The following week, the same plumber came. He was friendly and professional, did the work and charged me for the service (my wife was not there to tell me she had been charged by the sales person)... When I discovered that we were double charged, I immediately called the company to inform them and get reimbursed. I found it interesting that we got charged less by the plumber than we did by the sales person, but we when we were reimbursed, it was for the lesser price (what the plumber charged us- the guy who did the work). When I mentioned this to the customer relations team, they basically said too bad. The plumber charged you wrong. Interesting, but ok. Life goes on.... You'd think that'd be the end of my rant, but no. Yesterday we got a letter from reliance regarding our RENTAL AGREEMENT!!!!!! TRIPLE CHARGED!!!! I know companies make mistakes and whatnot but you almost have to try to make this many mistakes/double bookings/triple charges! I feel like I'm on an episode of Just for Laughs Gags! I should mention that I would have given them zero stars but the plumbers who came were friendly and professional!
- Company Response
Very sorry to hear about this experience. If you require further assistance please feel free to email me. email@example.com ~Jessica