Reliance Home Comfort

Heating & Air Conditioning
Toronto ON M2J 4P8
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HomeStars  >  Heating & Air Conditioning in Burlington  >  Reliance Home Comfort  >  Furnace, AC, Air Purifier, Steam Humidifier
Ed from Ajax
Ed from Ajax
3 reviews Ajax, ON
0/10

Furnace, AC, Air Purifier, Steam Humidifier

While we initially rated this company as a 10, issues have surfaced which have led us to reduce the rating to a more appropriate 0. We want to warn other consumers about the experience we had. Essentially Reliance has charged us for certain upgraded equipment but installed lower end equipment. They also won't provide us with a proper invoice which actually (a) lists the equipment that was installed or (b) lists the equipment ordered and paid for (usually that’s the same thing, but not with this Reliance). They spend all their money advertising and nothing on customer service nor fixing issues. While they acknowledged this issue, they won't do anything about it and we have been chasing them for months getting nowhere. I figure they would just fix it if it was an honest mistake but the whole experience seems rotten to me so my advice to you is "buyer beware".
To this date, the issue has been escalated to the regional managers, etc. and we still don’t have: the rebates we were promised (well over thousand dollars), an accurate invoice detailing what we had installed (or ordered), nor the equipment that they promised us in writing.
Initially, when we ordered the equipment we were told by our rep "not to worry" about the fact that the wrong equipment was on the invoice he printed out. According to him, the invoices were only able to accommodate certain "pre-populated" bundles. We were advised that Reliance would handle details for various manufacturers' rebates. He agreed to send me an email covering the actual equipment we ordered (and to this day that is the only evidence we have as they have refused to provide the proper invoice showing the proper equipment, serial numbers, model numbers, taxes, etc.). Just seems very suspicious that a company would do that AND that is followed by the wrong equipment being installed. Of course, they don't install "better" then you pay for "by mistake", they install "lower" than you pay for.
Two of the 4 things they installed were lower priced models than what we agreed to via the email and what the price was based on.
You also cannot register your warranty without the right paperwork – which they still haven't provided us - and we have found no evidence of the rebates they promised us. They won't even confirm anything.
They also promised to perform a full "load test" prior to installing any equipment to ensure that the right size was installed. Inexplicably, they tried to "double talk" their way into getting us to agree to a cheaper unit at one point (without reducing the price) well after the deal was done.
We are going to be filing our court papers this week to force the issue to be corrected.
Unless you are an expert and can figure out the model they are installing (on the AC unit, for example, the model number is not clear), can figure out what kind of condensing unit they hide in your furnace, etc. I would be careful dealing with this company. You shouldn't trust an outfit that won't give you a proper invoice. We couldn't imagine that a company like this can do the things it does – but if we didn't have the email detailing what Reliance agreed to, we would be totally out of luck. And there would be no proof. You cannot take Reliance's word as it is meaningless – and they certainly won't do anything to help once they have your money.
Reliance – either end your shenanigans and treat people fairly or fix your "mistakes".

Approximate cost of services:
$10,500.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
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Company Response

Thank you for your review and your feedback- I am so sorry for any frustration you've experienced. -Cait

Previous versions of this review:

Ed from Ajax
Ed from Ajax
3 reviews Ajax, ON
10/10

Furnace, AC, Air Purifier, Steam Humidifier

The Reliance team - from sales person Gary to the installation crew led by Chris - was absolutely awesome!
They were tops in every category: quality of advice, quality of installation service, price, follow-up, responsiveness.
Sales:
Gary took us through all our options, and gave us great advice. He actually tried to slightly "downsell" us on a few things which was a refreshing change. He also always responded quickly to me during the sales cycle. In fact, I can still text Gary and get an answer back within minutes. He gave us genuinely honest advice and backed it up with facts that we could examine for ourselves. We followed his recommendations.
Installation : The installation team led by Chris was simply the best we have ever experienced for any kind of home renovation. I trust these guys totally and I will always use them exclusively for any gas/installation work we ever do. Chris was always accessible, present on the job site the whole time, and highly responsive to texts and calls.

I was around when they installed the equipment. They answered all my questions and explained many aspects of the job. They demonstrated that they really took the time to understand what I needed as well as figure out the best ways to get things done. They went well over and above my very high expectations.
Price:
As part of this process, we obtained quotes from several other players. Reliance did a better job in providing advice, listening to us, making appropriate recommendations and was tied with the lowest price quote.
Overall:
Reliance – fantastic job, great people, and awesome service. Thanks!

Approximate cost of services:
$11,500.00