I signed a contract with Reliance, through a 3rd party HVAC company. I had just bought a house, which had a 12 year old Direct Energy water heater. My insurance doesn't allow anything older than 10 years.
Over the 8 years with Reliance, I found them a lot easier to deal with than Direct Energy had been.
That being said, there were still the occasional mix-ups in billing, which went against my contract. Sometimes they were straightened out with one phone call, sometimes up to 3 calls. On average, each issue required 2 phone calls.
The water tank was serviced 3 times in 8 years, including thermocouple replacement, and the gas valve.
If I called in the morning, the technician arrived same day. Evening calls were resolved next day.
I've since upgraded to a tankless. I dropped the old tank, back to Reliance. My contract, plus all the people I talked to, plus the paper I got upon returning the tank, did not talk about any fee for returning the tank.
They did tell me of a charge, if they picked up the tank. Which is why I returned it personally.
Now they charged me a $40 plus tax "return fee". The first time I called, I was told that they have no access to help me, and they would transfer me to a manager. Instead, I got disconnected.
I'm calling back a second time. I'm on hold, waiting to talk to someone. I figured I'll use this time on hold. I've been to the bathroom, taken a shower, and wrote this review.
Still on hold.
Reliance charged me $40.
- Company Response
Hi there, I'm so sorry to hear about this. The $40.00 would be for the account closure fee. Please email me and I can look into this further. My email address is [email protected] Thank you, Penny