Reliance Home Comfort

Formerly Canada Furnace
Heating & Air Conditioning
11570 Kingston St #8 Maple Ridge BC V2X 9J8
Write a Review
Write a Review

Shawn Taylor in Maple Ridge
Shawn Taylor in Maple Ridge
4 reviews Maple Ridge, BC
4/10

Several Jobs

I've had these guys replace a broken gas valve (with quite a few problems), install a gas line for a stove (no issues, did an excellent job), and finally had them attempt to fix my heat pump which they have not successfully resolved and seem to have basically given up trying.

To be fair, they have done a lot for me and tried several different fixes to solve the problem with the heat pump but in the end they basically just gave up and stopped calling me back when they said they would.

At this point my outside sensor doesn't work, and one of the original issues with the heat pump losing connection to the thermostat is still not fixed.

They are not a terrible company, and I believe they mean well, but at the end of the day they seem to have a lot of issues with organization and have been unable to fix what seems to be a relatively simple issue. For these reasons I would not recommend using this company.

Approximate cost of services:
$9,003,000.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
1 of 1 people found this review helpful.
Was this review helpful?
Company Response

Hi Shawn, Thank you so much for taking the time to write a review. I am so sorry to hear that you have not had a good experience working with us. I just reviewed your customer notes along with speaking to the last tech on site. We are dedicated to customer service and would like to help you resolve this issue, I do see that we came out and replaced the gas valve and completed this repair for you. I then see a thermostat issue that's stopping the switch over from taking place, the issue you are having is complex and looks like the system was not configured to work the way it should be originally, I can see that the last tech on site was Tony and left long and detailed notes and i hugely apologize because those notes were lost in the system due to high demand on the 23rd which is completely our fault. I have called and left a voicemail with you along with e-mailing as i would love to have the owner of the company out to look at the system for you free of charge, please give me a call on 604-460-9969 so that we can get this all resolved and show you how important your business is to us. Kind regards, Ryan, Operations Manager.

Previous versions of this review:

Shawn Taylor in Maple Ridge
Shawn Taylor in Maple Ridge
4 reviews Maple Ridge, BC
9/10

Gas Furnace Repair with Heat Pump

***Edit #3*** - After my previous issues were handled so well by the Ops Manager I decided to hire this company again. This time to run a gas line from my main to the kitchen for a new gas range. The technician arrived on time, was very knowledgeable, professional. and the quality of work was excellent. Exactly what I expect from a contractor in my home.

*****Edit #2: The Ops Manager called me the friday before the appointment just to apologize for the issues and to confirm the appointment. They arrive on timed the appointment day and fixed the issue. Although it didn't start well with these guys they have proven that failures like this are not acceptable to them and given the chance they will correct their mistakes and leave you a happy customer******

******Edit: I was contacted by the Ops Manager the day after writing this review. He apologized for the lack of follow up and explained the reason that it happened and scheduled a technician for a date next week to do a fix that is above and beyond the original expectations. As a result of the quick response and follow through I have updated my review and rating, and will add a second edit/update after next weeks service call******

We use a heat pump for most of our heating but when it gets cold it switches to the gas furnace. The pilot flame would not light on the furnace so I brought these guys in. The guy can't fix the problem because the gas valve needs to be changed and he doesn't have one and couldn't get one because it was late in the day and there was lots of snow, which is understandable. Comes back and replaces the gas value which works for a day and then stops working again. They send another tech who fixes the problem but creates another one. Now when we are using the heat pump it won't switch over to the gas furnace no matter how low the temp gets. He says he needs to talk to a more experience rep and will get back to me. So a week goes by and no phone call so I call them back again and explain the issue and they say they will send out a tech (two days before Christmas). So instead of doing last minute Christmas stuff I wait for this guy who is supposed to be by 1:00 at the latest basically killing my whole day. But he doesn't show up until 2:30 (lots of snow again) and it's the same guy that couldn't fix the issue last time. He hasn't asked anyone about the problem, obviously had no idea what to do so he comes and takes a picture of the thermostat and is gone in less than 3 mins saying he will call me back once he has the problem figured out. Three weeks later, still no call back.

Approximate cost of services:
$900.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
1 of 1 people found this review helpful.
Was this review helpful?
Shawn Taylor in Maple Ridge
Shawn Taylor in Maple Ridge
4 reviews Maple Ridge, BC
4/10

Gas Furnace Repair with Heat Pump

Edit: I was contacted by the Ops Manager the day after writing this review. He apologized for the lack of follow up and explained the reason that it happened and scheduled a technician for a date next week to do a fix that is above and beyond the original expectations. As a result of the quick response and follow through I have updated my review and rating, and will add a second edit/update after next weeks service call.

We use a heat pump for most of our heating but when it gets cold it switches to the gas furnace. The pilot flame would not light on the furnace so I brought these guys in. They charge a pretty high fee just for showing up ($200) which is the most I've ever paid for a tradesman. The guy can't fix the problem because the gas valve needs to be changed and he doesn't have one and couldn't get one because it was late in the day and there was lots of snow. Comes back and replaces the gas value which works for a day and then stops working. They send another tech who fixes the problem but creates another one. Now when we are using the heat pump it won't switch over to the gas furnace no matter how low the temp gets. He says he needs to talk to a more experience rep and will get back to me. So a week goes by and no phone call so I call them back again and explain the issue and they say they will send out a tech (two days before Christmas). So instead of doing last minute Christmas stuff I wait for this guy who is supposed to be by 1:00 at the latest basically killing my whole day. But he doesn't show up until 2:30 and it's the same guy that couldn't fix the issue last time. He hasn't asked anyone about the problem, obviously had no idea what to do so he comes and takes a picture of the thermostat and is gone in less than 3 mins saying he will call me back once he has the problem figured out. Three weeks later, still no call back. DO NOT USE THIS COMPANY.

Approximate cost of services:
$900.00
1 of 1 people found this review helpful.
Was this review helpful?
Shawn Taylor in Maple Ridge
Shawn Taylor in Maple Ridge
4 reviews Maple Ridge, BC
0/10

Gas Furnace Repair with Heat Pump

We use a heat pump for most of our heating but when it gets cold it switches to the gas furnace. The pilot flame would not light on the furnace so I brought these guys in. They charge a pretty high fee just for showing up ($200) which is the most I've ever paid for a tradesman. The guy can't fix the problem because the gas valve needs to be changed and he doesn't have one and couldn't get one because it was late in the day and there was lots of snow. Comes back and replaces the gas value which works for a day and then stops working. They send another tech who fixes the problem but creates another one. Now when we are using the heat pump it won't switch over to the gas furnace no matter how low the temp gets. He says he needs to talk to a more experience rep and will get back to me. So a week goes by and no phone call so I call them back again and explain the issue and they say they will send out a tech (two days before Christmas). So instead of doing last minute Christmas stuff I wait for this guy who is supposed to be by 1:00 at the latest basically killing my whole day. But he doesn't show up until 2:30 and it's the same guy that couldn't fix the issue last time. He hasn't asked anyone about the problem, obviously had no idea what to do so he comes and takes a picture of the thermostat and is gone in less than 3 mins saying he will call me back once he has the problem figured out. Three weeks later, still no call back. DO NOT USE THIS COMPANY.

Approximate cost of services:
$900.00
1 of 1 people found this review helpful.
Was this review helpful?