At the end of December, our furnace began making a strange noise. Thinking that we had purchased our air conditioner from them, I called Reliance Home Comfort. Turns out, we got our A/C from Reliable Home Comfort. Calling Reliance was a huge mistake.
Our technician came out the next day and diagnosed a faulty blower motor. He ordered a new part and said it would be there within a few days. When the day came that the part was supposed to arrive, we called them and they said it wasn't available yet. Same thing the next day. Unfortunately, the next day (Friday), the furnace died entirely.
I was promised that the furnace would be fixed on Monday, and we settled in for the weekend. Monday morning, the same (very good) technician came out, surprised that it had taken that long to get the part. Unfortunately, he found that the bracket that holds the motor had been destroyed when the motor died.
He ordered the new part, and said it would be sent to the house, and there the next morning. End of day Tuesday, I finally called them, having heard nothing. They said 'maybe tomorrow'. I called again the next day (since they stopped updating me entirely), waited on hold for an hour, and was told that a technician would be there within the hour -- good thing my husband works from home, or else I probably would never have gotten heat back.
The technician finally fixed my heat after 8 days. He double charged us for the diagnostic fee, which I then had to have refunded.
The funniest thing about the entire situation is that 7 days after the heat was fixed, we received the part that was supposed to be sent to our house. I emailed the customer support person, who arranged to have it picked up -- and the technician who came to get it was told that he'd be fixing our heat.
The entire situation was a disaster. I give them a 1 only because the technicians were good, but the company could not manage to communicate things correctly if their lives depended on it.