Reliance Home Comfort

Mark was a very professional, friendly and knowledgeable employee. Ask for him if you need service done.

Had my furnace serviced by Amarjit B. and I was very satisfied with professional work, He, not only fixed the problem he also did a quick inspection on the rest of the furnace to make sure everything else was working properly.
Thank you, Amarjit.

Carlos was very nice and worked hard. He found the issue and made suggestions to me for solving the issue. I was very satisfied with his service.

My water heater stopped working 4 days ago.

After a day they sent someone who said I need a new engine and they will get me one the next morning.

I'm still waiting for the engine. Been calling them many times and they always don't know where the engine is , they answer they will email the delivery company.

***

They don't care I'm 4 days without hot water and I notified them I have a little baby at home who needs to shower.

brian, employee # *** was very prompt, friendly, fast, and efficient. he explained everything he was doing and answered all of my questions to my full satisfaction and understanding. excellent employee. lucky for reliance home comfort to have him.

From the first tech Matt coming to our home to check our furnace .. to then setting up a consult with Jeff H .. to Jeff then coming to our home the same day .. to the two techs that came just two days later to the install our new furnace and air conditioner .. we were very impressed with the whole experience. Every one involved was pleasant and professional. Thank you for making this transition as smooth as possible.

. IT IS NOT MY PRACTICE TO PUT UP SOMETHING NEGATIVE AGAINST A COMPANY; HOWEVER HOW RELIANCE TREATED US THROUGH THE MAINTENANCE OF OUR WATER HEATER IS UNACCEPTABLE. ON FEBRUARY 16, 2019 AT AROUND 8:30 AM, WE HEARD A SOUND OF WATERFALLS IN OUR BASEMENT TO FIND OUT THAT IT WAS COMING FROM THE WATER HEATER. WE CALLED THEIR EMERGENCY LINE FOR A TECHNICIAN TO CHECK IT. THEY GAVE US A WINDOW OF 10 AM - 1 PM FOR THE TECHNICIAN TO COME. WE EVEN ASKED FOR A POSSIBILITY OF US CONTACTING A PLUMBER ON THEIR BEHALF AS WE FELT THE URGENCY OF THE MATTER TO AVOID FLOODING AND ALL THE NEGATIVE IMPACT THIS MAY CAUSE BUT THE PERSON SAID THIS IS NOT ALLOWED IN THEIR COMPANY POLICIES SO WE COULD NOT DO ANYTHING BUT WAIT.

*** THE TECHNICIAN CAME WITHIN THE TIME RANGE THEY PROVIDED.

THE TECHNICIAN (SHAWN) ADVISED THAT THE WATER HEATER TANK IS DUE FOR REPLACEMENT. HE HELPED US WITH A FEW ITEMS:
- HE PREPARED THE TANK FOR REPLACEMENT: DRAINED WATER OUT OF THE TANK.
- CALLED TO SCHEDULE THE EARLIEST TIME THE TANK CAN BE REPLACED, I.E, MONDAY FEB 18, 2019 BETWEEN 10 AM -1 PM.
- WE CAN USE THE FAUCETS BUT ONLY WITH COLD WATER.

WHEN SHAUN LEFT, MY HUSBAND OVERLOOKED ASKING SOMETHING TECHNICAL REGARDING WATER VALVES AND ELECTRICAL CONNECTIONS SO HE CALLED RELIANCE. OF COURSE, THE STAFF WHO ANSWERED IS NOT ABLE TO ANSWER THIS SO MY HUSBAND KINDLY REQUESTED FOR A TECHNICIAN TO BE SENT BACK, AND THIS WAS WITHIN 15 MINUTES FROM WHEN SHAUN LEFT. THIS WAS A LONG TELEPHONE CONVERSATION AND THE PERSON FROM RELIANCE KEPT PUTTING US ON HOLD BECAUSE MY HUSBAND WAS INSISTENT FOR SOMEONE TO ANSWER OUR QUESTION WHICH MIGHT PREVENT AN ACCIDENT HAPPENING IF THIS WAS NOT ADDRESSED. UNTIL FINALLY, WE WERE TOLD THAT THE ONLY THING THEY COULD DO WAS RESCHEDULE FROM MONDAY TO SUNDAY, FEB 17, 2019 AT 8 AM TO 1 PM. A COUPLE OF HOURS AFTER, WE CALLED RELIANCE TO CONFIRM AND THIS WAS CONFIRMED.

SUNDAY, FEB 17, 2019:
- AROUND 8 AM, MY HUSBAND CALLED TO CONFIRM THE REPLACEMENT OF WATER HEATER TANK ON THIS DAY ANYTIME FROM 8 AM - 1 PM. THIS WAS CONFIRMED.

- AROUND 10 AM, MY HUSBAND WAS NOT FEELING COMFORTABLE SO HE CALLED AGAIN TO CONFIRM AND THIS TIME, THE PERSON HE SPOKE TO SAID THE SUBCONTRACTOR CHANGED THE SCHEDULE FROM MONDAY TO TUESDAY, FEBRUARY 19, 2019. THEN THE PERSON SAID THE SUBCONTRACTOR WILL CALL TO CONFIRM.

- AROUND 11:50 AM MY HUSBAND CALLED AGAIN AND THIS TIME THE PERSON ON THE OTHER END (GRIZELDA) WAS TELLING HIM THAT THERE WAS NOTHING ON THEIR RECORD THAT THE SCHEDULE WAS CHANGED FROM SUNDAY TO MONDAY; SO SHE SAID WE'RE STILL ON BEFORE 1 PM TODAY. TO ANSWER HER QUESTION, MY HUSBAND BACKTRACKED AND TOLD HER ABOUT THE SECOND CALL SO SHE PUT HIM ON HOLD TO CALL THE CONTRACTOR. AFTER A LONG HOLD, SHE CAME BACK TO ADVISE THAT SHE CALLED THE CONTRACTOR AND THERE WAS NO ANSWER BUT SHE SPOKE TO HER SUPERVISOR WHO CONFIRMED WITH HER THAT THERE ARE NO CHANGES TO THE SUNDAY 8 AM - 1 PM SCHEDULE.

- AROUND 12:55, NO ONE WAS CALLING NOR COMING, MY HUSBAND CALLED RELIANCE AGAIN AND SPOKE WITH NANCY WHO ADVISED MY HUSBAND THAT THE SUBCONTRACTOR WILL CALL WITHIN HALF AN HOUR.

- AROUND 2:20 PM (LONG AFTER THE HALF HOUR WINDOW), NOTHING; MY HUSBAND CALLED AND SPOKE WITH SHERRY, WHO AT THIS TIME, ADVISED HIM THAT THE SUBCONTRACTOR'S NEW SCHEDULE IS TUESDAY, FEB 19, 2019. I AM NOT GOING TO LIE THAT *** I HAD SNAPPED AT SHERRY AND TOLD HER THAT NOBODY WAS GOING TO BE AT HOME ON TUESDAY 10 AM - 2 PM. ALSO TOLD HER THAT AFTER THEM SCREWING UP OUR SCHEDULE TODAY ON SUNDAY, I DEMANDED THAT THEY DO THE SERVICE TO MONDAY, FEB 18, 2019. FINALLY, SHE AGREED AND CONFIRMED MONDAY, FEB 18, 2019. AT THIS POINT, WE ASKED FOR THE NAME OF THE SUBCONTRACTOR. SO WERE TOLD IT WAS ***.

- MY HUSBAND CALLED *** AND SPOKE WITH JARA WHO CONFIRMED THAT THE SCHEDULE FOR OUR ADDRESS IS TUESDAY, FEB 19, 2019, 10 AM - 2 PM.

- MY HUSBAND CALLED RELIANCE WHO JUST KEPT PUTTING HIM ON HOLD AND WILL VERIFY THEN THE LINE STARTED GETTING CUT. MY HUSBAND KEPT CALLING AFTER THE LINE WAS CUT TWICE WHILE HE WAS ON HOLD.

- AT THIS POINT, I WAS ALREADY ON A MELTDOWN ***. UNTIL FINALLY, THEY GAVE ANOTHER SUBCONTRACTOR NAME AND CONTACT DETAILS; THIS TIME JOEY OF *** CALLED TO CONFIRM MONDAY, FEB 18, 2019 11 AM - 3 PM.

POINTS:
- WAS THE INITIAL CHANGE OF SCHEDULE FROM MONDAY TO SUNDAY DONE ONLY SO MY HUSBAND WILL STOP FINDING THE ANSWER TO A TECHNICAL QUESTION WHICH MIGHT POSSIBLY AVOID SERIOUS IMPACTS ON MECHANICAL/ELECTRICAL ERROR?

- THE ONLY TIME THAT WE WOULD KNOW ABOUT A SCHEDULE CHANGE IS WHEN WE CALLED TO CONFIRM THE SCHEDULE - SHOULD THIS NOT COME FROM RELIANCE - THAT THEY ARE SUPPOSED TO CONTACT US TO EVEN ASK FOR OUR AVAILABILITY?

BY THE WAY, OUR DUCTLESS HVAC IS ALSO WITH RELIANCE. A WHOLE LOT OF DIFFERENT STORY HERE BUT THE CONTRACTOR OF RELIANCE DID NOT COME ON A CONFIRMED APPOINTMENT FOR MAINTENANCE AND NO ONE BOTHERED CALLING WHEN NO ONE CAME. I AM NOT GOING INTO THE DETAILS FOR THIS ONE.

- WE ARE IN CONTRACT WITH RELIANCE AND RELIANCE IS IN CONTRACT WITH THEIR SUBCONTRACTORS. SHOULD RELIANCE NOT HAVE CONTACTED A DIFFERENT SUBCONTRACTOR TO KEEP UP TO THEIR AGREEMENT WITH THEIR CLIENTS - RIGHT FROM THE START? THIS IS PART OF THE RESPONSIBILITY AND ACCOUNTABILITY OF RELIANCE AND NOT LEAVE THE SUBCONTRACTORS AFTER RELIANCE BOOKS APPOINTMENTS.

***

- I AM CONTACTING THE COMPLAINTS DEPARTMENT OF RELIANCE AND WILL REQUEST A COPY OF THE RECORDED CONVERSATIONS FOR ACCURATE TIMINGS OF EVENTS AS THE AFOREMENTIONED ARE ALL ESTIMATES AND SOME INSTANCES DO NOT HAVE THAT INFORMATION. ALSO, I AM POSSIBLY REQUESTING TELEPHONE CONVERSATIONS ON WHEN THEY BOOKED SUBCONTRACTORS.

Awesome service . Thanks Saleem .. You are very knowledgeble about what you do . Keep up the good work ð???

Service Call I.D.: XXXXXXX
Location: Sault Ste, Marie, ON

I could not be more impressed with the service. The technicians were courteous, professional, and fixed the problem in no time. The service call was also answered within an hour. All told, a good experience.

Awesome service !! Thanks Matt. M.

Prompt service. Replaced water heater. Honoured competitor's credit. Pleasant service person.

Today I had reliance home comfort do a service call to tend to my furnace that was making noise. The technician "Serg" was extremely helpful. His customer service was through the roof. Not only did he quickly solve the problem but he was very respectful and professional when he was in my home. He explained to me the situation which was causing the noise and not only did he fix it but he did a number of things to improve my furnace and explain to me the state of the furnace and how I can extend its life as well as understand how it works. I'm greatly appreciative of the service from reliance as well as the professionalism of their technician they sent. Thank you to reliance and Serg for all your help, I am very happy with this service

Technician was very friendly and knowledgeable. Arrived on time and was very fast and tidy. Great work by Kasey. Keep up the good work

great service. Very quick response time

Very fast service. Answered our questions. Have good suggestions. Overall very pleased

I just wanted to personally thank the staff at Reliance Home Comfort for the excellent service and professionalism we received when our furnace broke down, the day after the coldest day of the year. Right from booking an appointment for a service technician to come to our house, to the speedy service from our Sales Representative to come by the house later that evening, to the service technicians that arrived and took excellent care, including putting down mats all the way to the basement to protect the floors. They were very courteous and respectful.

Thank you so much to Cameron (Install Manager), Jordan (Sales Manager) Andy (Sales Representative), Kyle (Technician and Installer), Bill (Technician and Installer) and Penny K. (Customer Service Representative) for the friendly, and knowledgeable service our family received. They were happy to answer any questions we had and took the time to show us how to change the filter, program the thermostat, and provided us with recommendations for optimal use and service of the furnace.

Keep up the great work!

The H's

HAVE TO WAIT ON AVERAGE 20-30mins. to speak to someone.

HAVE HAD ISSUES SINCE 2013 FROM WHEN THIS '***' WATER HEATER WAS INSTALLED. HAVE BEEN WITHOUT HEAT OR HOT WATER FOR DAYS AT A TIME.

TECHNICIANS HAVE: ORDERED WRONG PARTS, NOT SHOWN FOR SCHEDULED APPOINTMENTS.

SPRINKLER PIPE BROKE BECAUSE OF NO HEAT IN MY UNIT CAUSING SIGNIFICANT DAMAGES TO MY AND ADJACENT UNITS. HUGE PROPERTY LOSS! OUT FOR 2 WEEKS TO A MONTH BECAUSE OF WATER DAMAGES.

A SUPERVISOR SAID I HAVE TO WAIT 5 DAYS FOR SOMEONE TO CONTACT ME REGARDING THIS ISSUE. "CHECK YOU JUNK MAIL FOLDER TO SEE AN EMAIL."

WILL NOTIFY YOU ON THEIR 'GUARANTEES' AND WHAT COMPENSATION THEY WILL PROVIDE.

The guys were great, seemed to install both the new furnace and air conditioner quickly.
The best part of the entire experience was working with Danielle. She knew her stuff and was extremely personable and helpful.

Had an employee named Clint come out for an estimate on our furnace and AC unit. 5 star performance , very knowledgeable, polite and put stuff into dummy terms if I needed lol. I very much look forward to having all our new equipment put in.

Reliance Home Comfort withdrew a large amount of money from our bank account without our knowledge or our permission prior to finally completing the buy out of a *** On Demand Water Heater.