Matthew in Toronto

I called Reliance in for a servicing of my furnace a few of months ago. They were prompt, polite and the service went well. As such, I decided to hear them out on a monthly service plan. They made me aware of the benefits of the parts and labour covered under the service contract, however, considering my furnace and A/C were not very old, I made it clear that preventative maintenance was my biggest concern. They assured me that one annual preventative maintenance call would be allowed on both my furnace and A/C. In fact, they went as far as detailing that I'd have to wait 2 weeks until I was able to schedule this first preventative maintenance call and told me the exact date to put in my calendar. I signed up for the plan at $20+ tax, however, I was busy a couple of weeks later and it ended up being a few months before I had a chance to call to book the preventative maintenance. At that time I was told that this was not included in my package and that I'd have to pay an additional $10/month for this service. Of course, I was not happy to learn this as it was made very clear to me on the sales call that this was to be included and the documentation I'd received via email wasn't exactly clear what was included aside from what parts and labour would be covered. I'd reasonably assumed that a "service call", as they defined it, included my preventative maintenance. This isn't a great deal of money, but it's the principle of it all. Why is it just acceptable that companies like this can say whatever they want on a sales call and have absolutely no accountability to support what they verbally committed to even though they claim that "all calls are recorded for quality purposes." Add to this the fact that I get at least 5 calls a week from Reliance trying to sell me more services, without any knowledge of the service that I already have from them. It had gotten to be enough that I'd blocked there calls. This whole experience is just frustrating, yet not in any way surprising.

I reached out to Mark on a Wednesday afternoon about two dryer vents that needed cleaning. One of which was on the second story and required a ladder to clean from the exterior. Mark was on site the next morning, completed the work and showed me the before and after. He also gave me some excellent advice to prevent such clogs in the future. He charges me a fair price for a high quality of service and that’s all I ask for with contractors. I’ll happily be using Mark again and will refer him to others.

I don't make it a habit of going to the effort to write reviews and only tend to do so when I've experienced extremely poor or exceptional service. I'm happy to say that my experience with Tony today was the later. After being given the runaround by my insurance company while experiencing a severe leak I finally took the matter into my own hands and called 20 roofing companies from HomeStars. Every other company I'd contacted told me that the earliest they'd be able to come and take a look was 1-2 weeks. Tony shuffled his schedule and to my surprise was able to come and meet me within two hours. This job was no simple task as it's a three-story building with little room to work, however, Tony did not have even the slightest complaint. Within another hour, he'd surmised the damage and completed the repair. Given the situation, Tony was in a perfect position to take advantage this situation and charge me a premium, however, it was clear that this was not how he conducts business and charge me a more than fair rate for the service. As a result, Tony has my business for life along with my strong recommendation to anyone who asks. Thank you Tony for getting me out of a bind, and thank you even more for showing such integrity.