Reliance The Furnace Company Edmonton

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

Over the six years, I have had a rental agreement. Service booking agents said it was unnecessary when I requested the tankless water heater maintenance. I would have to resolve the manual instructing for the flush to be annual.
After my term on my agreement, I wanted to purchase the buyout. Quoted ~$2200, which is more than the cost of the same new unit at the big box hardware store. Kijiji/Ebay even has used units for a 1/5 of the cost. I asked how they could justify the price, and they told me the cost was the unit + installation cost + service call cost for maintenance. The person on the phone estimated that to be ~$4000, with the depreciation calculated over 16 years. (the unit warranty is ten years) Considering I have paid that in rental costs, it seems unfair. They want you to rent forever. I would never recommend using this company as they take a loan shark approach to business, get two other quotes from other plumbers, and are guaranteed to pay way less, with considerably less hassle in the long run. The only recourse I have is to pay the account closing fee and remove and replace the unit myself, which is why I am heading to the hardware store after I write my experiences for others to be aware. Shameful................

This year: (1) A Reliance plumber declared one of my toilets irrepairable because it was too clogged with urine crystals. I bought 2 bottles of Javelin Urinal Treatment (at a cost of $48) and solved the problem myself. (2) That same plumber said I needed to replace a bathroom faucet in order for the drain stopper to work properly. But several weeks later, a second plumber from Reliance fixed that problem in a couple of minutes (without the need for a new faucet).
(3) That second plumber broke one of my toilets while attempting to fix a water leak coming from the tank. It cost me $425 for a new toilet, with free installation. (4) Following Reliance's 3 failed attempts to stop my allegedly-irrepairable toilet from continuing to drip/run, I scheduled a plumber for 13 May to hopefully solve the problem. NO SHOW. NO PHONE CALL. NO EXPLANATION. So I rescheduled for 25 May (5) 25 May: I called their customer service for confirmation that a plumber would actually be coming to my home. I was told that I was next on their call list and that the plumber should be at my home in about an hour. NO SHOW. NO PHONE CALL. So I recalled customer service and was told that Reliance had overbooked for the day [contrary to what I had been told only a few hours before] and that a supervisor would call me that day or the next day to discuss. I rescheduled for 27 May. NO PHONE CALL. (6) 27 May = NO SHOW. I contacted customer service and was told that Reliance only had one plumber and Reliance did not know when he would be available. I disputed that explanation, providing the names of 3 Reliance plumbers who had already been to my home this year. I was told my account was red flagged for "some unknown reason." Customer Service told me I could not reschedule. So I called Reliance in Edmonton. (7) 28 May: The Edmonton Service Manager called me saying he would review my file on 30 May and let me know what's happened. (8) 31 May: The Service Manager called me saying that Reliance has decided to suspend all services to me because of some safety concerns their technicians have reported. My knowing full well that there were/are no safety concerns, I asked him to elaborate. He refused, stating that he had been advised to be very general in his conversation with me, unsure of what he could legally tell me. I stated that it was very unfair to me to not be given the chance to discuss those concerns that led to Reliance's decision to cancel my Home Comfort Plan. I stated that I may have no choice but to take legal action. He said he would have the General Manager contact me to discuss the situation. (9) 31 May: the General Manager called me. The only additional clarification I could wrangle out of him was that one of the plumbers told him I had made a comment about his [the plumber's] head when he was on my floor working. What comment? Why? No answers. I stated that I may have no choice but to embark on legal action [suspecting possible defamation of my character, and definitely if Reliance refuses to refund the money I have already paid them toward my annual furnace maintenance which I planned to have done in September]. He agreed to talk to all the plumbers to get specific details about their alleged safety concerns, and then get back to me by phone.
About me: I am a skinny, 71-year-old male with bad knees and osteoarthritis. I have never sworn at, or even raised my voice to any Reliance customer service reps, supervisors, managers, or technicians. I have certainly never threatened any of them or made disparaging remarks to any of them.

Routine maintenance on rental units. Part of rental agreement so come once a year to make sure everything is working well.

Had a furnace and hot water tank installed in 2014. The company did not pull a permit to do the work and have not been helpful when this was brought to their attention while I am selling my home, which has become a major debacle. Secondly, Salesman at the time told me that a humidifier was included, but when it wasn't installed and brought to his attention, he scheduled a time to do this. No one showed up. Then it was stated that the humidifier is not on the contract and there was nothing he could do. Customer service is frustrating, no one can provide answers and just get transferred to different departments. Would never use this company again.

Do not use this company! Lost the warranty coverage for my A/C because Reliance did not register the product properly. Even more frustrating is not being able to speak to someone that is not in the Philippines or China. Check BBB reviews before you proceed.

Beware Lennox warranty fine print!

The customer and repair service provided by Brett, Edmonton, who repaired my A/C purchased from Reliance was outstanding. Brett was informative and spent the time to explain what the issue was, what was fixed, and why, and next steps moving forward for next year. He also has a friendly disposition and is there to help the customer.

We had our A/C installed in 2019 with Reliance and had no concerns with the overall process. The A/C unit needed to be serviced this year due to a suspected issue with one of the parts. We connected with Joel and he did a fabulous job to diagnose our problem and complete the repair. He also installed a noise canceling blanket to reduce the decibels in our unit. The A/C is now working again and all is good! Will definitely call Joel again for future service calls.

Positives: Person who sold the furnace to me was professional, responsive to emails, friendly, and knowledgeable. No concerns with the sales team at all.
No concerns with the installed furnace either, it was as described and looks to be working well. Installers were friendly and cleaned up after themselves.
Also great followup from both the main office and the salesperson, with the chance to provide feedback online.
Negatives: I was at home for the majority of the time the installers were installing (several hours). I left to run an errand for 20 minutes, only to return and find that the installers had *drilled into my walls* to install free-of-charge carbon monoxide detectors that I did not ask for (I already have them in the home). I had left my house for the 20 min errand and expressly asked them to call me with any questions or concerns as needed, but they did not bother to call to ask if I would like the detectors installed. For something that ended up being drilled into a very visible part of my main hallway, a phone call would be expected. I find out later by the sales person that this is unusual practice, so I hope that this doesn't happen again to a future client.

Reliance installed our furnace and AC April 2020. By May we had a flood because they didn't seal the roof. Constant water issues after service calls, my FIL ended up doing the roof repair. Humidifier the dripped over the floor, as pvc piping wasn't secured. More damages. Finally saw water drips, find out after another service that they didn't clamp off a section inside the furnace, or attach a cable. The whole interior of the furnace is rusted out. They will not negotiate a fair buy out - are offering a $417 discount. Have used this company several times and suggested them to many friends, never again. Also, over the last year asked for accounting on my file but nobody seems to be able to figure that out. Good thing I kept my own records!