Reliance Home Comfort

I moved in October 2008 in a new house equiped with a State Premier water heater. In January we ran out of heat and consequentay of hot water. It took ten visits and one month to fix the issue as either parts were not available or timing was not good for newly arrived parts as the technicians were caught in other emergencies(one customer was not having heat for many weeks and therefore he had priority). Customer Service was inefficient and rude (their office was located in a much warmer area than Ontario).

Tomorrow we will be expecting I think the fifth service for this year as we are experiencing a massive leak in our basement. Fortunatelly my wife discovered it in time and we shut the equipment assited by a not so couteous customer service representative from Reliance; I guess he is new and has not read the company's mission . We are in October and no heat or hot water tonight. Another handy Reliance technician shall exercise his expertise on this un-reliable piece of equipment within 24 hours service frame. Safety is an issue which is not really scrutinized during all these interventions.

On their site they state their mission with words such 'piece of mind; for customers, burt really they are not up to the Canadian winters: experts are not really experts and the main role of the customer service is to buffer situations and keep their managers clear of phone calls.

Comfort seekers do not be fooled: hat piece of equipment in your basement shall keep you preocupied and un-comfortable with a frequency you may not anticipate.

Dan Dragici. Guelph.Ontario