Melissa Wood

I have never in my life been so beyond disappointed in. I fully entrusted this company. As I had utilized them before, and had a wonderful experience in July 14, 2023 I had a scheduled installation of both AC unit and brand new furnace. I was beyond excited both my current AC unit and furnace were functional. However, I wanted an upgrade. My intentions were to take the current AC unit and furnace and place them in my Airbnb that I am going to build on my property, the first person that arrived on that day was a junior staff. I had a brief discussion with him about my plans to transfer these units. He advised me he would tell senior staff when they arrived. I was upstairs when I heard significant banging, and I inquired as to why there was so much banging , the senior staff then said to me your furnace is no longer functional. I had to terret apart to get it out but dont worry I can transfer it out of your home I was shocked I then said to him these units were to be functional and I advised your Junior staff of this upon his arrival to my home . The junior staff confirm this conversation and apologize for the miscommunication that had occurred as he was outside working on the AC unit at the time and did not inform the senior staff of what I requested. Then the senior staff advises me that prior to his arrival he was aware that the part that allows the furnace to be functional was currently on back order so they installed a unit, knowing it would not work. He then said to me its July, so its warm and the and the part. Should be in within the next couple weeks. I heard nothing August 23 my spouse calls reliance and advise them that we are still currently waiting on a part for installation of our furnace. The representative was kind and sent an individual out to bring the part, which by the way was the same individual that was lacking the part, but install the unit anyways, he placed a part in the unit and advised me it was functional fast forward to November 11. I decide after getting a load of propane to turn on my heat as it has been fairly mild and not necessary for heat at this time. My heat is not working the furnace is not working , we call reliance to advise its getting quite cold and the furnace that has been installed is still not functional. They advise that the earliest somebody can come out is November 12. We are now currently utilizing three heaters to ensure my children remain warm while Im waiting for a tech to fix an issue that should not be occurring at this time, when I call reliance to speak to a representative of all of this neglect that Ive had to deal with he advises me he cannot have a tech come out sooner. He apologizes for the situation and states hes going to escalate my call to someone for Monday. I advised him that I am utilizing three heaters to heat my home currently and that I have children and this is a brand new unit that they anticipate I am going to pay for next August, I have never in my life been so disappointed with any company. My kindness and understanding has been completely taken advantage of with zero resolution. At this point I trusted this company that they would be efficient and they have failed us significantly because I cannot pull their unit as I no longer have a unit that is functional because they broke it , do not use this company to heat your home ever. I do not understand how somebody can install a furnace and because its summertime knowingly not have a part that would make the furnace functional and not contact you back and at this point I will say I sincerely a very unhappy customer