Reliance The Furnace Company Edmonton

Heating & Air Conditioning
Edmonton AB T5A 0P7
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HomeStars
Heating & Air Conditioning
Reliance The Furnace Company Edmonton
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85%

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Reviews by rating (past 12 months)

Reviews for Reliance The Furnace Company Edmonton

Average customer rating:
8.8 10 (593 reviews)

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Private User
Private User
Private User reviews Edmonton, AB
0/10

Save yourself the headache

Please save yourself the pain. I had purchased a 3 in 1 UV sterilizer and an AC from this company. The were supposed to install on a Friday. I was informed by the tech that the electrician would be coming back to finish their part of the Install on Saturday. No one came, no one would call me back except for Service people in Ontario. I was told by service that I would be receiving a phone call in an hour from someone in Edmonton where I am located. I was never called. I had to hire another contractor to take over the permit and finish the job. Reliance also damaged my home. I had water leaking from the hole they drilled in my house onto my electrical panel. The Ontario service people did try to help me but no one in Edmonton would do anything.

Approximate cost of services:
$10,000.00
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Company Response

Very sorry to hear about this experience. Can you please email me with your account details so we can follow up on this further. jdeboo@reliancecomfort.com Thank you, Jessica

Private User
Private User
Private User reviews Edmonton, AB
10/10

Air conditioner and furnace service

Great service from Jason. Arrived on time and did a great job! Reliance has always provided great service!

Approximate cost of services:
$10.00
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Company Response

Thank you for the wonderful review! We are thrilled that we continue to provide you with great service.

Carla in Edmonton
Carla in Edmonton
1 review Edmonton, AB
10/10

Plumbing Repair

Our basement flooded! We were told why and how to prevent it again. They fixed it right!

Approximate cost of services:
$130.00
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Company Response

Thank you for choosing Reliance Home Comfort for your plumbing repair Carla! - Gemma

Nhi
Nhi
1 review Edmonton, AB
2/10

Low quality furnace installed

I just got new furnace installed and after a month, it makes really loud noise when the heat started which wakes up all my family.

Approximate cost of services:
$6,200.00
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Company Response

I am sorry to hear you had a troubling experience. If you require assistance please email me with your account details at gwillson@reliancecomfort.com - Gemma

Satisfied Customer in Saint Albert
Satisfied Customer in Saint Albert
2 reviews St. Albert, AB
2/10

Furnace and Air Conditioning Install 2016

New furnace and air conditioning installed in 2016. The installation went very well and we were pleased with the work. We have a maintenance plan for both units . Fast forward to 2019-2022 it has become more difficult to schedule routine maintenance for both units . I have called ahead and the lead time for routine maintenance is three months . Recently an appointment was cancelled by RELIANCE and i was advised that i would have to wait another three months . This has potential to impact the warranty of both units . Something has changed with Reliance as follows.
There is no longer any contact with the SERVICE MANAGER to discuss issues . Increased difficulty to schedule routine maintenance .
The reviews star ratings are falling which has been my experience also . In summary there is a reason behind the fall in star ratings

Approximate cost of services:
$10,000.00
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Company Response

Thank you for your feedback. You are welcome to email me at gwillson@reliancecomfort.com with your account details or full address and I will be happy to follow up on your concerns. - Gemma

Private User
Private User
Private User reviews Edmonton, AB
0/10

Furnace

Our biggest mistake was not fixing our old furnace , but instead we went with reliances new energy efficient furnace .

Right from our first winter with this furnace it was a problem , where the air intake gets frozen and the furnace shuts down . This happens ever 3-4 times a year and after several years they still dont have a solution for this ! I wouldnt recommend this company to by worst enemy because nobody should have to suffer -30 degree weather for 24-48hrs 3-4 times a years !!!

Approximate cost of services:
$6,000.00
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Company Response

Thank you for your feedback. You are welcome to email me at gwillson@reliancecomfort.com with your account details or full address and I will be happy to follow up on your concerns. - Gemma

Nathanael in Toronto
Nathanael in Toronto
0 reviews Edmonton, AB
0/10

Dishonest from the start

I recently spoke with one of your customer representatives over the phone to see "how far we're along we are to paying off the furnace" and she mentioned how we were on a monthly rental program that did not lead to owning the furnace.

This is very concerning and upsetting because we thought we were paying off the furnace since the initial install date of December 2019. We were planning to buy out the furnace, and we have the screenshots and buyout addendum to prove it, but when we finally got in contact with a representative, we were told that our monthly payments were going directly to our furnace.

Which is why we decided to "pay it off monthly" instead of buying out immediately. We were told by the sales rep, as well as, someone over the phone that we could pay off the furnace through the rental program.

I am hoping that we can come to some sort of resolution to this because we've been paying nearly $100 a month for 3 years on what we thought would be going towards our $4400-5000 furnace. To hear that we have not even scratched that amount and only paying for "just in case it needs to be serviced" was alarming. The amount was also much higher than our original buy out agreement.

Approximate cost of services:
$4,400.00
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Company Response

Sorry to hear about the misunderstanding. If you require further assistance please email me with your account details and I would be happy to review this further for you. jdeboo@reliancecomfort.com -Jessica

Diane in Toronto
Diane in Toronto
1 review Edmonton, AB
2/10

Good sale and install but post customer service has been the worst

The sales guy came and made the sale and then he was history! I called him several times to ask about the cover for our A/C unit. He kept making promises and not following through, then I called the 1-800 number and got a customer agent who could not help me but said she would escalate the issue, no one ever contacted me. Called a second time still didnt get any help, she said she would send an email to the dealer. A/C installed July now September and still no help. Impossible to contact anyone from the dealer who did the work. Also, need the permit resent and cant get that so cant get the City to inspect the install. I am VERY UNHAPPY with the customer service

Approximate cost of services:
$5,600.00
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Company Response

Very sorry to hear about this. Please email me with your address and details and I can take a further look into this for you. jdeboo@reliancecomfort.com -Jessica

Steve in Edmonton
Steve in Edmonton
1 review St. Albert, AB
0/10

Dysfunctional Equipment, Undisclosed Lien on Family Home, Terrible Communication & Customer Service

I discovered that Reliance put an undisclosed lien on my house after I sold it this spring following renting a hot water on demand system from Reliance. This complicated and almost jeopardized my real estate deal. I then had to stay on top of them to generate a NOSI Discharge report. When they finally produced, I noted that it stated, "pending discharge", with only 4 days in the system even though I had paid out the amount owing in full over a month earlier. The fact that Reliance even felt a need to secure their chronically dysfunctional hot water tank that needed servicing every other month, at a worth just $11,300 against my house raises question marks. Furthermore, the fact that it was secured using an unknown numbered corporation is greasy and questionable for a company like Reliance. I was also unhappy when I asked for the total bill owing back in early April to clear the amount and their customer service representative forced me to wait a month to get the auto-generated total before allowing me to pay it. I was exceptionally dissatisfied that this has impacted on my real estate deal, complicated the relationship with my buyer, and resulted in a holdback of funds owed to me solely due to Reliance's inaction/incompetence.

During the 3 years that I had an account with Reliance, I would on average wait an hour to talk to customer service, would usually then get forwarded to another division of Reliance where I would be put on hold for another hour, sometimes the line would drop on their end, and I would have to repeat the entire process again. Often, even after getting through to a customer service representative, they would not be able to answer my questions, or would contradict what other Reliance representatives had told me.

For me to take the time to time to write this essay should speak loudly to how I feel about this company. Easily the worst one in the industry, avoid at all costs!

Approximate cost of services:
$11,300.00
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Company Response

I’m sorry to hear about your disappointment. Please email me with your account details at ncousley@reliancecomfort.com and I will be happy to follow up on your experience. - Nicole

Amanda in Halifax
Amanda in Halifax
1 review Halifax, NS
0/10

Worst company to deal with

I bought my furnace back in 2015. With monthly instalments. The furnace itself works amazing and no complaints but trying to get a hold of someone to deal with your account is another story.

In the last month I have called over 6 time averaging a 3 hour phone call each time with a wait time of 2 hours of it. I have asked every phone call to speak with a manager a supervisor with no luck!

I had called in 2020 to see what my payout would and was quoted around $3200.00 and when I called again in April of 2022 my payout was closer to $3800.00. After still paying monthly Im unaware of how my payout would go up and the company couldnt tell me anything either. On top of that I took the contract was for 8 years. Kinda fishy how in 7 year only half is paid off.

As of today I was in the phone for over 3 hours talked to 9 different people and have still gotten no where with my account. I will never deal with this company again!!! And be warned not to do the same

Approximate cost of services:
$8,500.00
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Company Response

I’m sorry to hear about your disappointment. Please email me with your account details at ncousley@reliancecomfort.com and I will be happy to follow up on your experience. - Nicole

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Reliance The Furnace Company Edmonton

At Reliance The Furnace Company, the safety and well-being of both our Customers and our Team Members is always our top priority. We are actively monitoring the Coronavirus (COVID-19) situation and are taking precautionary measures to aid in keeping our communities safe. We have implemented strict safety protocols to provide ...
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