Reliance The Furnace Company Edmonton

Heating & Air Conditioning
Edmonton AB T5A 0P7
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Heating & Air Conditioning
Reliance The Furnace Company Edmonton
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88%

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Reviews by rating (past 12 months)
Best of Award '22 winner 7 timesBest of Award '22winner 7 times

Reviews for Reliance The Furnace Company Edmonton

Average customer rating:
8.9 10 (574 reviews)

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Amanda in Halifax
Amanda in Halifax
0 reviews Halifax, NS
0/10

Worst company to deal with

I bought my furnace back in 2015. With monthly instalments. The furnace itself works amazing and no complaints but trying to get a hold of someone to deal with your account is another story.

In the last month I have called over 6 time averaging a 3 hour phone call each time with a wait time of 2 hours of it. I have asked every phone call to speak with a manager a supervisor with no luck!

I had called in 2020 to see what my payout would and was quoted around $3200.00 and when I called again in April of 2022 my payout was closer to $3800.00. After still paying monthly Im unaware of how my payout would go up and the company couldnt tell me anything either. On top of that I took the contract was for 8 years. Kinda fishy how in 7 year only half is paid off.

As of today I was in the phone for over 3 hours talked to 9 different people and have still gotten no where with my account. I will never deal with this company again!!! And be warned not to do the same

Approximate cost of services:
$8,500.00
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Private User
Private User
Private User reviews Edmonton, AB
0/10

Maintenance issues and buy out price high than new unit

Over the six years, I have had a rental agreement. Service booking agents said it was unnecessary when I requested the tankless water heater maintenance. I would have to resolve the manual instructing for the flush to be annual.
After my term on my agreement, I wanted to purchase the buyout. Quoted ~$2200, which is more than the cost of the same new unit at the big box hardware store. Kijiji/Ebay even has used units for a 1/5 of the cost. I asked how they could justify the price, and they told me the cost was the unit + installation cost + service call cost for maintenance. The person on the phone estimated that to be ~$4000, with the depreciation calculated over 16 years. (the unit warranty is ten years) Considering I have paid that in rental costs, it seems unfair. They want you to rent forever. I would never recommend using this company as they take a loan shark approach to business, get two other quotes from other plumbers, and are guaranteed to pay way less, with considerably less hassle in the long run. The only recourse I have is to pay the account closing fee and remove and replace the unit myself, which is why I am heading to the hardware store after I write my experiences for others to be aware. Shameful................

Approximate cost of services:
$4,000.00
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Company Response

Hello, I am sorry to hear of your experience, if you would like to speak further, please email your account details, and a further description of your situation, I would be happy to help. Thank you, Karen – KBisson@reliancecomfort.com

Private User
Private User
Private User reviews Sherwood Park, AB
0/10

Home Comfort Plan - Plumbing

This year: (1) A Reliance plumber declared one of my toilets irrepairable because it was too clogged with urine crystals. I bought 2 bottles of Javelin Urinal Treatment (at a cost of $48) and solved the problem myself. (2) That same plumber said I needed to replace a bathroom faucet in order for the drain stopper to work properly. But several weeks later, a second plumber from Reliance fixed that problem in a couple of minutes (without the need for a new faucet).
(3) That second plumber broke one of my toilets while attempting to fix a water leak coming from the tank. It cost me $425 for a new toilet, with free installation. (4) Following Reliance's 3 failed attempts to stop my allegedly-irrepairable toilet from continuing to drip/run, I scheduled a plumber for 13 May to hopefully solve the problem. NO SHOW. NO PHONE CALL. NO EXPLANATION. So I rescheduled for 25 May (5) 25 May: I called their customer service for confirmation that a plumber would actually be coming to my home. I was told that I was next on their call list and that the plumber should be at my home in about an hour. NO SHOW. NO PHONE CALL. So I recalled customer service and was told that Reliance had overbooked for the day [contrary to what I had been told only a few hours before] and that a supervisor would call me that day or the next day to discuss. I rescheduled for 27 May. NO PHONE CALL. (6) 27 May = NO SHOW. I contacted customer service and was told that Reliance only had one plumber and Reliance did not know when he would be available. I disputed that explanation, providing the names of 3 Reliance plumbers who had already been to my home this year. I was told my account was red flagged for "some unknown reason." Customer Service told me I could not reschedule. So I called Reliance in Edmonton. (7) 28 May: The Edmonton Service Manager called me saying he would review my file on 30 May and let me know what's happened. (8) 31 May: The Service Manager called me saying that Reliance has decided to suspend all services to me because of some safety concerns their technicians have reported. My knowing full well that there were/are no safety concerns, I asked him to elaborate. He refused, stating that he had been advised to be very general in his conversation with me, unsure of what he could legally tell me. I stated that it was very unfair to me to not be given the chance to discuss those concerns that led to Reliance's decision to cancel my Home Comfort Plan. I stated that I may have no choice but to take legal action. He said he would have the General Manager contact me to discuss the situation. (9) 31 May: the General Manager called me. The only additional clarification I could wrangle out of him was that one of the plumbers told him I had made a comment about his [the plumber's] head when he was on my floor working. What comment? Why? No answers. I stated that I may have no choice but to embark on legal action [suspecting possible defamation of my character, and definitely if Reliance refuses to refund the money I have already paid them toward my annual furnace maintenance which I planned to have done in September]. He agreed to talk to all the plumbers to get specific details about their alleged safety concerns, and then get back to me by phone.
About me: I am a skinny, 71-year-old male with bad knees and osteoarthritis. I have never sworn at, or even raised my voice to any Reliance customer service reps, supervisors, managers, or technicians. I have certainly never threatened any of them or made disparaging remarks to any of them.

Approximate cost of services:
$221.00
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Company Response

Please email me with your account information to gwillson@reliancecomfort.com and I will be happy to follow up on your experience and concerns. - Gemma

Private User
Private User
Private User reviews Edmonton, AB
10/10

Maintenance on rentals

Routine maintenance on rental units. Part of rental agreement so come once a year to make sure everything is working well.

Approximate cost of services:
$0.00
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Company Response

Thank you for your amazing review and for choosing Reliance Home Comfort! - Gemma

Private User
Private User
Private User reviews Lethbridge, AB
0/10

Furnace Replacement

Had a furnace and hot water tank installed in 2014. The company did not pull a permit to do the work and have not been helpful when this was brought to their attention while I am selling my home, which has become a major debacle. Secondly, Salesman at the time told me that a humidifier was included, but when it wasn't installed and brought to his attention, he scheduled a time to do this. No one showed up. Then it was stated that the humidifier is not on the contract and there was nothing he could do. Customer service is frustrating, no one can provide answers and just get transferred to different departments. Would never use this company again.

Approximate cost of services:
$7,000.00
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Company Response

Thank you for your feedback. If there is anything I can assist you with please email me at gwillson@reliancecomfort.com - Gemma

Furious
Furious
0 reviews Edmonton, AB
0/10

Worst possible response ever

Do not use this company! Lost the warranty coverage for my A/C because Reliance did not register the product properly. Even more frustrating is not being able to speak to someone that is not in the Philippines or China. Check BBB reviews before you proceed.

Beware Lennox warranty fine print!

Approximate cost of services:
$11,000.00
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Company Response

Thank you for your feedback. If there is anything I can assist you with please email me at gwillson@reliancecomfort.com - Gemma

Rhonda in Edmonton
Rhonda in Edmonton
1 review Edmonton, AB
10/10

A/C repair

The customer and repair service provided by Brett, Edmonton, who repaired my A/C purchased from Reliance was outstanding. Brett was informative and spent the time to explain what the issue was, what was fixed, and why, and next steps moving forward for next year. He also has a friendly disposition and is there to help the customer.

Approximate cost of services:
$0.00
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Company Response

Thank you for the wonderful review, and for choosing Reliance Home Comfort! -Jessica

Private User
Private User
Private User reviews Sherwood Park, AB
10/10

A/C Service

We had our A/C installed in 2019 with Reliance and had no concerns with the overall process. The A/C unit needed to be serviced this year due to a suspected issue with one of the parts. We connected with Joel and he did a fabulous job to diagnose our problem and complete the repair. He also installed a noise canceling blanket to reduce the decibels in our unit. The A/C is now working again and all is good! Will definitely call Joel again for future service calls.

Approximate cost of services:
$0.00
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Company Response

Thank you for the kind review, and for choosing Reliance Home Comfort. -Jessica

Jocelyn
Jocelyn
3 reviews Edmonton, AB
5/10

Furnace Install

Positives: Person who sold the furnace to me was professional, responsive to emails, friendly, and knowledgeable. No concerns with the sales team at all.
No concerns with the installed furnace either, it was as described and looks to be working well. Installers were friendly and cleaned up after themselves.
Also great followup from both the main office and the salesperson, with the chance to provide feedback online.
Negatives: I was at home for the majority of the time the installers were installing (several hours). I left to run an errand for 20 minutes, only to return and find that the installers had *drilled into my walls* to install free-of-charge carbon monoxide detectors that I did not ask for (I already have them in the home). I had left my house for the 20 min errand and expressly asked them to call me with any questions or concerns as needed, but they did not bother to call to ask if I would like the detectors installed. For something that ended up being drilled into a very visible part of my main hallway, a phone call would be expected. I find out later by the sales person that this is unusual practice, so I hope that this doesn't happen again to a future client.

Approximate cost of services:
$4,500.00
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Company Response

Very sorry to hear about this experience. If you require assistance please feel free to email me. jdeboo@reliancecomfort.com -Jessica

Krista in
Krista in
1 review Lamont, AB
0/10

Thousands in damages, Still fighting for a fair buy out

Reliance installed our furnace and AC April 2020. By May we had a flood because they didn't seal the roof. Constant water issues after service calls, my FIL ended up doing the roof repair. Humidifier the dripped over the floor, as pvc piping wasn't secured. More damages. Finally saw water drips, find out after another service that they didn't clamp off a section inside the furnace, or attach a cable. The whole interior of the furnace is rusted out. They will not negotiate a fair buy out - are offering a $417 discount. Have used this company several times and suggested them to many friends, never again. Also, over the last year asked for accounting on my file but nobody seems to be able to figure that out. Good thing I kept my own records!

Approximate cost of services:
$9,000.00
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Company Response

Thank you for sharing your feedback. Please email me at gwillson@reliancecomfort.com with your account details and I would be happy to follow up on your concerns. - Gemma

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Reliance The Furnace Company Edmonton

At Reliance The Furnace Company, the safety and well-being of both our Customers and our Team Members is always our top priority. We are actively monitoring the Coronavirus (COVID-19) situation and are taking precautionary measures to aid in keeping our communities safe. We have implemented strict safety protocols to provide both our Customers and Team members with peace of mind during this challenging time. We continue to provide the exceptional customer experiences we are so well known for and want you to know that we are here for you when you need us.

To help with prevention, we are taking the following precautionary measures to protect our Customers.

Our Team Members have been equipped with an ample supply of:

* Hand sanitizers
* Disinfectant wipes
* Masks
* Single-use gloves
* Boot covers

We know that this is a difficult time for all and we want you to know that we will be there for you and are taking all the necessary precautions to keep you and your family comfortable and safe.

Reliance™ - The Furnace Company has been delivering high quality home comfort products and services to the Edmonton market for over 10 years. We were the first Lennox Premier Dealer in Edmonton and are the only Capital Region based dealer to have won the prestigious Dave Lennox Award, as one of the Top 25 Dealers in North America out of over 6500 dealers. Now part of the Reliance™ national network, we bring over 40 years of experience with a full service of heating and cooling solutions, ranging from sales and service, financing to rental options. This means you can trust that Reliance™ - The Furnace Company will be here for the long haul and continue to offer you the same exceptional service our customers have come to expect.
When you choose Reliance™- The Furnace Company, you’re choosing one of the largest HVAC providers in Canada, with over 1.2 million customers and growing. You can expect your call to be answered 24 hours a day, 7 days a week, 365 days a year and one of the largest networks of licensed technicians in Canada.
After all, we believe you are buying much more than home comfort equipment, you’re buying a relationship. As you can see, it really is all about you! Your satisfaction is our top priority.

Some services that we offer are, Furnaces, Air-Conditioners and Water Heaters

Our Mission:
We provide our customers peace of mind. We take the risk out of products and services that are essential to their lives and businesses. We make it easy.
888-837-1451 is a TOLL FREE No., please feel free to contact!!

CATEGORIES
Heating & Air Conditioning, Solar Panels, Solar Water Heating, Water Filtration & Purification, and Plumbing
PRODUCTS
Furnaces, Air-Conditioners and Water Heaters
BRANDS
Lennox, RHEEM, Enviro-Sense
WEBSITE
http://www.thefurnacecompany.com/
LIABILITY INSURANCE
Yes
WORKERS COMPENSATION
Yes
BONDED
Yes
WRITTEN CONTRACT
Yes
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