Reliance Home Comfort

***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.

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.

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.