robin.guillemette

Since I have bought my home in April 2018, reliance has made various administrative errors, rude customer service and being non reliant in keeping maintenance for furnace (no show). For starters, the previous owner had signed an agreement that I undertook as the cost to buy out was too much. When I called I was non existent because they did not update files from lawyer when transferred from previous owner to me and refused to help me because the name was not the previous owners. I had to escalate to revise and get them to acknowledge that yes there is a contract (even though they were taking money out of my enbridge). Last year I booked for maintenance and it took them a week to find me in their system because they spelt the street name wrong and refused to book a maintenance until they found the so called missing file. This year, I booked a maintenance, called the service as no one showed up. The customer care stated at first that no appointment was booked even though I did a few weeks back. Then she found it and stated someone showed and no one answered which was impossible as someone was there at all times. The technician went to wrong address and I got penalized and had to rebook further. When I had a discussion with customer resolutions he mentioned that it could be rebooked without notice as I am not priority even though they created a major inconvenience. I have never seen such horrible service for a furnace in my life. They do not care about making your life easy but only care to take your money without respecting the agreement - maintenance, putting customers first.  Reliance should look to some of these other companies for standards on respecting clients and providing a service that excels. It is unfortunate that the previous owner signed a 10 year contract till 2025 and the buy out is so expensive. My lesson has been learned and will tell everyone to steer clear of this company. Once my contract is up, I will go to a more reliable, nice (not disrespectful, condescending and better data entry) company. I have paid my Bill's in good faith that you would provide good service. It is very unfortunate it has come to this.

Quang did an amazing job with maintenance. He made this process easy for me as a new time homeowner.