Reliance Home Comfort

I'm glad I stumbled on this site as my Reliance story is definitely NOT a good one and I think would be useful for others seeking similar equipment.

It started in October 2011 when a routine furnace inspection resulted in a gas disconnect and I was forced to quickly source a new one. As an existing Reliance customer I had them give me a quote and decided to replace both furnace and AC together and take advantage of Government rebates. Essentially, over the following three months Reliance made numerous service calls to address service requests made by my system despite the fact the furnace continued to work fine. Numerous adjustments were made, wiring changed and a mother board was replaced, all to no avail. By this time I was tired of making repeated calls so ignored these messages. By April 2012 they appeared to stop.

In May I had Reliance come to check my AC unit as it could not be run at the time of installation. When turned on it promptly tripped a breaker in my home and the service rep discovered the outside unit had been wired incorrectly with a direct short to ground. After correcting the wiring everything seemed to be fine.

In regard to Government rebates, following installation I received a package from Reliance with details of both the new equipment and the old. I duly forwarded this to the OPA but was informed a few weeks later that my claim was rejected due to an inconsistency in model numbers. I contacted Reliance and was told it would be corrected but now, 8 months after the original submission my claim has been rejected 3 times. It has also been suggested by the OPA that my equipment may not even meet the energy efficiency standards eligible for this rebate as promised at the time of purchase. This issue is still outstanding and I stand to loose $650 in rebates. To this date I have not been able to get anyone at Reliance to accept responsibility to correct this.

As you may realize I'm not happy. This has been, and continues to be a very frustrating experience and I can honestly say I have never dealt with a more incompetent organization. I have equipment installed that may not be what I purchased, is not making me feel comfortable that it will be reliable and on top of that I am unable to benefit in all the Government rebates.

Thank-you Reliance.
I have been personally in the Customer Service industry for years. As a business owner I am totally impressed with the service starting from my phone call to your customer service with the (NOT on hold, all our service representatives are currently busy FOREVER technique) quick and cheerful response which I might add was a very pleasant experience to your Technician Paul. Normally a person would wait 2-7 days to have someone come out just to tell you it will be 2-5 business days for the part to be delivered. Paul was very polite and professional. He explained in layman terms exactly what the problem was and had the part here the very next day. Not only did he do what he came to do, he took the time to explain how to care for my cooling unit. I'm completely IMPRESSED!!

Thank you Again Reliance and Paul
Theresa S.
Brampton

Matt gave me excellent service. He was professional, left my place clean and neat, and explained how my new rental hot water tank would function, since it was slightly different that my previous one.

The Technician was very knowledgeable and helpful to me in making my decision without being pushy. The work was done very quickly (scheduled for the next day) and they were there when they said they would be. I was extremely satisfied with their work.

Last year I signed up for a brand rental furnace and air conditioner. Included in the rental is a yearly maintenance. Today I had my annual maintenance done by a reliance technician Adam Walker. He called ahead to let me know he was on his way and he showed up on time. He was very polite with me and took his time to show me and explain how to operate the programmable thermostat that I had no idea how to use. He also changed my filter and humidifer pad free of charge. The furnace and air conditioner have both worked really well over the last year and it's nice to know that someone from Reliance will coming by every year to make sure everything is operating properly.

I would really recommend Reliace to anyone who is in the market for a new furnace or air conditioner as they offer great service and everyone I have dealt with from Reliance has treated me very well.

Mr. Adam Walker visited my home for maintenance of Furnace and /AC unit, his service was par excellence. I really satisfied with his work and conduct. I do recommend reliance comfort service for ease and convenience.

A/C broke and contacted Reliance for a quote as well as other providers. John came over on a Sunday to review rental packages and was very friendly and knowledgeable about the products.
Installers came within 3 days and did a fast a professional job. They came in lower rates than 3 other quotes received for same A/C unit.
My only complaint was that the installers were a bit late and I had to wait for them however when they arrived they were courteous and got the job done.

The service technician Amit Khanna was helpful, polite and professional. He called before showing up, arrived when he said he would and answered all of my questions thoroughly and with courtesy. He quickly diagnosed the problem and repaired it without delay or fuss. He then offered some tips on the AC unit to help us save money. Excellent job!

The second serviceman who arrived to rectify problems resulting from my initial visit from Reliance, named Kevin, did an outstanding job and if he had been the first person to arrive, I would have given Reliance a 10 rating. The reason that it shows as a 5 now is that I averaged the initial review rating I did for Homestars for Reliance with the 10 that I believe Kevin earned for the company. All problems noted in the following review were addressed and rectified; he went out of his way to get the job properly done. If you have any furnace servicing performed by Reliance, request Kevin; I don't believe that you will be disappointed. Having said that, read on....
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The first serviceman arrived on time and was friendly and courteous. He worked at my home for approximately half an hour to 45 minutes, and walked me through a checklist of services once he was done, while the furnace was open for inspection. Being a layman, I accepted what he told me as far as the services that were listed on the checklist as having been provided and any recommendations for protection plans available through Reliance Home Comfort.
That night, I went downstairs to see what type of filter had been used to replace my current air filter. I was surprised to find that it was the original filter that I had put there three weeks earlier; there was no filter replacement, which was part of the service for which I paid. I became curious, and checked the interior of the furnace compartment itself. While the interior had received a cursory vacuuming, there was still plenty of dust evident throughout the interior surfaces of the furnace. The blower motor's air intake was caked with dust; it had not been cleaned. The checklist showed that the furnace humidifier had been set for a summer setting, which it was not (it was still set to high humidity, as was the setting for air intake from the humidifier, allowing a/c air to flow back down into the furnace via the humidifier outtake duct). The drain hose for the furnace was not inspected.... I removed the silicone seal from around the connection to the drain pipe and removed a partial clog myself.

I contacted the company to see what could be done to resolve these issues; a different serviceman was sent to evaluate the service that was provided. I used an online WagJag coupon to have my furnace tuned up, and received what I would consider to be a discounted service.

Great service and a very knowledgeable technician. We really appreciated the care(floor covering and boot protectors) he took to keep our home clean. It is these little things that mean a lot. Before he left, he explained the unit and pointed out the improvements that have been made in comparison to our old unit.