Reliance Home Comfort

Called Reliance early July to get someone to come look at my AC/Furnace because I used two people that I found with high reviews on yellow pages and I don't think they sufficiently dealt with the water that is pooling under my furnace when the AC is on. This is one of the worst decisions I've ever made.

The person on the phone told me that if I had a protection plan that this call would have been covered. Since my unit is working, I agreed to open an account. The only condition was that I had to wait 21 days for the account to be active. I was told that I would receive a welcome package in the mail. Fast forward. Two weeks later, no package had arrived so I called them up and to my dismay, nothing was setup. I was upset as I had already waited for almost three weeks at this point. To make things right, I was promised that they would do an override to make the account active by the date it should have been active - August 11. I even got a confirmation number. I called last Saturday August 12 to request service and guess what - I was told that I need to wait three weeks - the override was not applied. At this point, I made the decision to cancel the account because after two strikes it's quite clear that they are completely dysfunctional and incompetent. It gets worse.
I said to the person - "Just send a technician and I'll pay out of pocket". I asked how much it would cost and I was told $99+tax. I asked again about three times and got the same answer - $99 - I'm sure this call is recorded.

The tech (Malik) showed up and looked at my unit and recommended that I replace my furnace and AC. He wrote me a bill and guess what? There was a labour charge for $102. But they were generous to give me a discount of $20.80. My total bill came to $211.53 ($211.54 posted to my credit card). The tech said he could not leave and he could not adjust the invoice because that is what the system is instructing him to do. I make excellent decisions 99.9% of the times. This is in the 0.1%. I agreed to pay as it was Saturday and I had a lot of activities going on. I didn't want to get on the phone and call and I didn't want this guy stuck at my home. I figured I would call on Monday to resolve the issue and get a refund.

I just called them - for some reason, I always seem to get service agents from the Philippine location. They are never able to help. Two strikes on the account setup failure. When I explained my issue to them today - they said that the resolution office was experiencing high call volumes so they will have to call me back. Now - from what I've experienced so far, what are the odds that they will call me back - nil!

I will get my money back but it will be painful for sure and I should suffer because I made a stupid decision. This is one of the rare moments when I don’t follow this quote: “When someone shows you who they are, believe them the first time”.

I am writing this review to spare another potential customers grief. My advice - stay away.

My advice to reliance, get your act together and get rid of your satellite office - it's a waste of time.