Reliance Home Comfort

After a routine furnace cleaning, I was told that my chimney was not drawing properly and that it needed to be addressed before heating season or my furnace would be red tagged because it is unsafe. I have a C02 detector right by my furnace but who wants to trust their life on that. I immediately called Jason Rowe from Reliance because we have mutual friend and he came down the very same day to take a look. He was perfect from the moment I called him. I never felt any pressure and he even told me that my furnace wasn't that old(new home buyer) and although only a mid efficiency unit, i had options....I could look into the problem with my chimney and not replace. I had to decide if I wanted to throw money into my chimney (top repair around $3000) or decide if I wanted to upgrade my equipment (which I would have to do anyway at some point) and say goodbye to old technology. None of this was coming from Jason...I already knew this when I bought the house. My only reservation on new was price. Jason and I discussed options over a coffee and I expressed my budget concerns with being a single income in a new house that I've already had to put large dollars into for repairs and he provided me with a solution that worked within my budget and made me entirely comfortable. After that decision was made, the credit check process and set up for install withing 48 hours was painless. Jason was able to do everything on the spot, on my schedule and we were good to go. I was e-mailed extremely promptly with my contract information, what to expect on install day, etc. Right on time at 9am Barry H (3246) and Len B (3268) were in my driveway to start the show. Obviously seasoned vets, they were on point the entire time, protected my floors, were kind and courteous and respected my home at all times. I need to add here that throughout the entire process, Jason Rowe checked in with me multiple times....making sure everything was going smoothly and immediately answering any and all questions I could think of. By about 1:30pm Barry and Len were finishing up on the furnace installation and Brett E (3026) was pulling up with my new power vent hot water tank. I'm going to say something that some may see as negative, but I assure you it is not. Brett looked at the holes and venting in the side of my house that Barry and Len did and I overheard him say that they were the most perfect holes he had ever seen and ask them how they did them. I'm not sure who, but I heard one of them explain the process they used to Brett and he thanked them and said he had learned something new....everyone, please remember that newer people learn from those with more experience...that is how the world is and I highly commend Brett for asking the question and being receptive to learning as well as to the more seasoned vets for being willing to share their knowledge and make a better team. As a manager myself, this is the very best you can hope for to provide excellence. I'm going to go out on a limb and say my hole might be the best one Brett has ever drilled because of Barry and Len leading the way! Brett completed his install, walked me through how the new tank works....it was a great day with a great team. They all cleaned up after themselves and Brett even offered to help move my furniture back into place that I move so they would have access to the basement stairs. NICE! My one and only drawback of the entire experience was that I thought Reliance was returning my old hot water tank (rental through Direct Energy) back to them, but Brett advised that his manager told him Direct Energy has to come to pick it up, which when I called Direct Energy carries a $75.00 fee. That's not so cool. They'll get you any way they can, I suppose. At the end of the day I had another call from Jason Rowe to discuss the day and how things went....Reliance, if your equipment is as good as your service team....you'll have a customer for life. Keep it up...people will pay for great service and to be treated like I have.
Kudos...gold stars for:
Jason Rowe-jrowe@reliancecomfort.com 289 880 9622
Barry H and Len B-Reliance HVAC Installation Specialists
Brett E-Reliance Trusted Advisor