I have rented a hot water tank from Reliance for 10 plus years. I have never had a reason to call them until recently. I called as the very old hot water tank began leaking. After contacting them they sent out a repairman the following day who indicated that unit needed replacing and the he was unable to stop the leak from the bottom of the tank. He booked an appointment the following day for the morning hours.
The following day, after the time window had expired we began to call Reliance to find out an ETA for the technician. We were initially told the technician would arrive within 30 minutes. Over the course of the day we contacted Reliance five additional times. We were told the technician would arrive in 30 minutes, and then that we would receive a phone call from the technician within 30 minutes. We were told we would receive a phone call within 30 minutes on four different occasions. On two occasions we asked to speak to a Supervisor and were told that none was available to speak to. During our last call to the office we were told that the technician was never dispatched to our home. Later in the evening a Supervisor finally called us and couldn't provide any answers for what had gone wrong. We waited at the house from 8:00 am until 8:00 pm and never once received a call from the technician, nor did they ever arrive.
The following day I called the office to complain and spoke to a complaint resolution specialist who appeared to have no knowledge of our experience the day prior. His solution was to offer us a nominal amount for our troubles if we remained as a customer. When told that the offer was unacceptable, we were told that there was nothing he could do. We were never told what went wrong, why the technician didn't arrive, and didn't call. I would suggest that your specialist requires some additional training. Simply repeating "I understand that your are frustrated" does not resolve much.
Needless to say Reliance will never get another dollar from my household. This was THE WORST customer experience I have had.
The whole point of paying the inflated fee for a rental, is that you have access to a quick repair at no cost. My family went without hot water for four days and the tank leaked in my basement until almost empty. (40 gallon tank)
- Company Response
Hi Clayton, I am extremely sorry about this. I'd be happy to look into this for you, you can email me at [email protected] -Cait