Reliance Home Comfort

We had the pleasure of dealing with Reliance Home Comfort when coordinating the replacement of an 18 year-old furnace. The service technician who provided the initial assessment of the problem with the old furnace was very knowledgable, courteous and helpful, and suggested a number of options for resolving our problem.

When dealing with the customer service representative she too was extremely knowledgeable, prompt, courteous and considerate. Of utmost importance was her level of communication in keeping me informed of what my/our options were, and the results of her findings upon completing an assessment of the heating requirements of the house. As an engineer I was impressed with the CSR's technical knowledge of heating and cooling systems, and the importance of proper sizing for adequate home comfort – attention was paid to every detail.

The installation crew was also very professional and completed the job with utmost care and cleanliness - the quality of work was excellent. All work was finished-off properly and no "loose-ends" were left hanging.

My thanks to Reliance Home Comfort for a pleasurable customer-service experience.

Considering a previous bad billing experience and everything I'd read on here, I was expecting the worst when I contacted Reliance about a problem with my water heater rental unit.

But, the two guys that fixed the problem were quick and did repairs that made sense.

I was given an afternoon service window (1-5pm) and they arrived well within that.

The problem was with the thermocouple and a (slightly) leaking drain outlet.

They installed a brass drain cap on the outlet. For the thermocouple, they didn't carry the part. It sounds like a common part you'd carry lots of, so, from what I've read here, I expected that'd mean a second service call at some unknown future date.

But, rather than wasting a trip to the parts supplier, they went to Canadian Tire, got the part, installed it, and now it's up and running again.

So, no complaints about this service call.

We had small water leak from tankless water heater. Comfort "technician" replaced many parts and left. For 48 hours everything was OK.On Tuesday morning we heard strange noise from downstairs. Entire main level was under water! I had to turn off water. No water = no heat in the middle of winter ! I called Reliance and demanded tech to check what happened. We started to clean main floor. Carpet damaged, walls damages, many pairs of shoes damaged. We used our wet vac to remove all water then we borrowed heater and fans to dry entire place. First Reliance tech arrived after few hours. He brought SWISS ARMY knife and started to do dome work... Swiss Army knife???After a few minutes he said that this is not his are area of expertise and he left. After he left I removed water heater cover and ... I COULD NOT BELIEVE MY EYES ! Two copper pipes were disjoined and two screws that were suppose to hold them together were standing on the top of water heater!!! I took some pictures and forwarded them to Reliance compliant department Two more hours has passed and another technician arrived. I asked him to write report about shoddy job done by first Reliance " technician".
I contacted my Insurance Company. They told us that there is $500 deductible and they will not cover work absence for me ad my wife.
Since January 2012 I exchanged many e-mails with Reliance compliant department. They refuse to cover anything unless I will show BILLS. They do not care about 2 days absence from work countless hours of cleaning and drying and damages. No apology either. Today I decided to hire a lawyer

Have been left without a water heat which powers the furnace for over 2 days in the middle of the coldest part of the winter, and I'm still sitting here freezing and waiting. No one can seem to organize getting the water heater replaced. HOUSE WAS DOWN TO 5 DEG. C overnight and Reliance couldn't care less. They want my money each month but don't deliver any emergency service.

I am also tired of listening to the call center in the Philippines telling me they understand my problem. No they don't. It doesn't get to below freezing in that country. Reliance Home Comfort your company is the grand prize winner of the WORST COMPANY to deal with. You have more layers of bureaucracy than people to actually FIX PROBLEMS.

All I asked for for the 10 plus years I paid you every month was to fix/replace the water heater so I am not left freezing. It has been more than 42 hours since you were made aware of the problem and I'm still sitting here in the cold.

Terrible. the furnance is down and they can only be at my home in 24 hours. I will have to sleep at someone's place because it is winter, cold as ice.

I have been been extra money for insurance to have someone when I need the most to fix any problem.

Terrible!!!!!!!!!!!!!!!

Similar to the poster below, I have been without heat or hot water for over a week now. My condo is heated using a combination boiler unit, which means when the heat goes, so does the hot water.

Reliance has been comletely non-communicative. The first service technician they sent out (last Wednesday) said 5 parts were required. THey called on Friday to set up a follow-up appointment, and said they'd come on Saturday, with all the parts, between 8 am and noon. They not only never showed up, but never called to communicate why no one would be coming. I spent the majority of Saturday on the phone with Reliance, while they attempted to communicate with their outsourced service department, who is equally poor at communicating.

It is now Monday, and no one was communicating anything to me. After posting on several websites (Facebook/Twitter) someone finally contacted me and told me they'd escalate the issue. I finally received a phone call from their outsourced contractor (Dynasty) who informs me that a new boiler unit will be required, and that they will need to cut out 30 feet of drywall in order to install the new venting. 30 feet of drywall is a SIGNIFICANT portion of a <500-square-foot>ve asked), let alone to compensate for the lack of hot water.

This company is incompetent, non-communicative, disrespectful, unreliable. Anyone considering using Reliance in the future, THINK TWICE!

We are very dissapointed in the lack of service that we just received from Reliance Home Comfort.
Our 1994 rented water heater leaked out and stopped working on Sunday and we had an unsatisfactory service call today. Nothing has been remedied and we have another service call tomorrow (another day with no hot water).
By the way, we contacted them last summer and after numerous calls and discussions about getting this old unit replaced, nothing was ever done. I believe that I was paying for service with my rental agreement - they have not lived up to their agreement at all .
Back to the present...
We called yesterday morning to notify them that our water heater has to be replaced and that it was leaking out of the bottom. They couldn't send anyone yesterday but promised today between 10-2. We were happy that the technician arrived promptly at 10. Unfortunately he wasn't equipped to replace the water heater and also told us that we would have to replace the plumbing with new to-code PVC pipe. We were notified by this technician that he was not qualified to do the installation as he could not cut access panels in the drywall to run the pipe. He told me to "look in the yellow pages and find someone"! After the access hatches would be cut then someone from Reliance would be coming to remove the old water heater, install pipe, install new water heater and remove the old.
All this information and advice and nothing remedied.
He then reluctantly called his office at 11:00 a.m. to book another call for the installation to be done tomorrow - 24+ hours later again. In the meantime I am to determine where to cut the access holes to be ready for the install. How could he not think that the lack of hot water for another day is more than an inconvenience!! Ridiculous!!!!!
In the meantime I have researched water heaters, installers etc and have someone coming at 3:00 to complete a full install of a new water heater and piping etc.,..
I have cancelled my account with Reliance, had my comments documented with their customer service and booked a pickup for their old water heater.
They are charging me $65 for the pickup - one last kick in the "whats-its" for good measure.
I am no longer connected with the company but I do hope that they take a close look at their service levels and improve. There is competition out there and they are offering good service and products - something lacking from Reliance.

I have been without hot water or heat for a week. Reliance has terrible, nonexistent service. 3 times men come out unprepared, unwilling to fix their mistakes, without proper equipment to do the job. It is Feb. and cold. My house is heated by hot water. My husband just got out of the hospital, needs open heart surgery and can't remove his bandages or shower, etc. Reliance doesn't care. The people on the phone are pleasant but ineffective. I would recommend you find another company to rent from. Also, I was told they wouldn't come out on a Sunday even though my husband just got out of the hospital and needed heat and hot water.

Worst customer service. I have been using rental water heater from Reliance. Today on Feb 2, 2010 the hot water stopped coming out of taps and we complained Reliance around 2:30 PM in the afternoon. We were told that our contractors will call you in 3 hours and they will come to your place to fix it. It is 10 pm now, I have called 5 times and still no response. We apologize, we are sorry, we couldn't get hold of contractor, getting their voicemail, they are closed by 5 pm, now they will come tomorrow only; you can name all teh excuses the customer service reps can give you. I said I'm going to cancle the service so I was told that customer service is closed now an dplease call tomorrow.
We will be without hot water in this winter weather, my family and kids are suffering for last 8 hours and not sure how long they will have to suffer. Will call teh customer service in the morning again.
Hot water is essential service and this is teh responce Reliance has given. I'll definitely not recommend them to anybody and soon will get rid off of them.

No problems so far. The customer service staff have been great! They sent out someone to explain the new system to me and they were very helpful. I would recommend them to other people.