anne l in North york

I made 2 very large purchases from them in the the last year totaling $700. The first was a Bosch nailer which worked fine until it jack-knifed off a roof. So I ordered another, here are the facts: - The gun came in an unmarked box with nothing in it but the gun. The previous one came in a proper Bosch manufacturer's box with goggles and other supplies that Bosch includes in the package. Also noted that the gun itself was labelled with a price tag? - When I went to use the gun, I oiled it up and it didn't work and made loud hissing noises. - Contacted customer service/sales team and told them my problem and also suggested that I was sent a floor model (which I was not informed of) - First the sales team insisted that UPS opened their package and repackaged it before delivery. - Then they suggested that maybe it was a display model but got offended because they assumed that I was accusing them of intentionally sending a gun they knew did not work. - Then I was told "Do not ship it back, and a refund will not be issued and all emails are ignored from here on" - I eventually got in contact with someone reasonable from customer service and sent the gun back. - They informed me that their service department looked at the gun and it was working perfectly fine, all it needed was oil (please refer to my comments above. I have been a roofer for over a decade, I know that I need to oil my roofing gun. That clearly wasn't the problem) - Upon visiting the website that very day, it was noted that the product was no longer available for sale. (further supporting the fact that they sent me a display model when they ran out of product) - Because I knew that there was a problem with this gun and they wanted to send back what was essentially a refurbished gun (something I did not pay FULL PRICE for), I asked for a refund at which time I was told that I would not be refunded my original shipping cost. Here are my conclusions: - The sales team is extremely arrogant and rude. They do not admit to any wrongdoing even though it is clear in this case that the customer is right. They were given numerous opportunities to right their mistake and instead chose to be unethical and unreasonable. - They sent a display model without the permission of the customer, and it did not work. Thus, my shipping cost should have been refunded because they did not ship me what I ordered in the first place - A NEW NAIL GUN in working condition. - If in fact UPS had opened this box, it still isn't the customer's problem, JCC is the one with a service agreement with UPS. Since they suggested that this was common practice, they should pursue legal action since theft is a pretty serious crime especially if it was occuring on a regular (I highly doubt this is the case) - The service team must have had to open up the gun to figure out what was wrong. Why would you do that? If in fact it was a brand new gun, would't you just return it to Bosch and let it be their problem? Their prices are in fact quite reasonable which is why I purchased from them in the first place but it is not worth the stress and hassle if anything, and I mean anything was to go wrong. With a $330 purchase, I cannot afford to buy from a company that has shipped me a broken gun and wont even admit to it. In this day and age, it still shocks me that companies like this one exist.

For starters, those individuals who gave positive reviews either work for the company or have never experienced anything out of the ordinary with Reliance. In other words, commenting on the quick and clean installation is not a valid review because true customer service kicks in after you've signed the agreeement and installed the equipment, not when you are a new customer ready and willing to throw your money at them. Background information - I am moving into a home where the current owners have a lease agreement with Reliance for equipment and the term is up in approx. 4.5 years. - I noticed that the rental cost were high compared to other companies Here are the scenario's encountered: 1. Call to customer service as "new customer" to investigate cost: - Cost of the equipment is $15 less monthly for newer equipment - When inquiring about Air handlers, I am told that they dont provide those. Funny, because an air handler is currently sitting on the property and on the equipment lease. Am I going to be paying for something that the company does not know exists? 2. Call to the Sales representatives that handle property transfers: - Left 4 voicemails and no response for 3 days - Got a response 1 day later at 4:55pm (5 minutes before closing) when I finally sent an angry e-mail indicating that I "Would not sign the lease transfer until I have spoken to someone". We all know that the rep called at this time to minimize talking time. - When asking what my options were, this is what I was presented with: (a) Continue overpaying with the lease - $3,000 (b) Buyout the lease - $3,000 (c) Buy the equipment at market value $3,000 So here are my options, pay $3000, pay $3,000 or pay $3,000 and in option (c), I get to keep equipment that is worth $500 at most since it is already 6 years old. Ironically, while writing this review, I got a call from another rep. When asking the very same questions to him, I get a different response. Apparently to buy the equipment will cost me $3,000 + market value of the equipment to be determined by Home Reliance (What a joke!). Well that's clearly much better. Lease agreement indicates that the equipment can be purchased at market value with no indication AT ALL that this has to be after the lease term. Can someone explain to me who would want to buy a water heater after 10 years of use and abuse when it costs $1000 to buy a new one at Home Depot? Summary of my experience with Reliance Home Comfort 1. They overcharge 2. Service reps have no idea what the company's products and services are (there's someone you can trust when making a major purchase) 3. Sales reps are completely useless and have no idea what is happening. I suspect that they are just glorified paper-pushers 4. Trying to get a few questions answered means waiting 3 days and getting the wrong answers 5. There is absolutely no customer retention because once this contract ends, I will definately be moving on to a better company. The bottom line - After this contract, I will go with another company even if it means paying more money because Home Reliance provides poor customer service and exercises poor business practices (in other words, they rip off their customers).