Reliance Home Comfort

Our AC broke down on Friday, August 8th, 2014 and I was told a rep would come on Sat. to fix it given my monthly service plan. A contractor came and spent 5 minutes and said we would receive a call re: fixing it b/c he did not know what was wrong. I received no call so on Monday morning I called Reliance and they said someone would be out to look at it b/w 1-5 that day. At 4 someone came from TGH and said it could be one of 3 things and that Gloria would come out on Tuesday b/w 1-5 to fix it. I received no service on the Tues. and no phone call. I had taken two afternoons off work and still no service. I called Reliance and they said I was in the contracted out area and did apologize. This was totally unacceptable to me given I was paying a fee per month and had taken two days off work. Finally, on Wed. at 12:30 a Reliance rep, Peter, came and diagnosed the problem. He was very professional and informative just like those we have had in the past from Reliance. I have had a maintenance plan for at least 3 years with Reliance with good service from the Reliance reps. This contracting out service is a joke and very frustrating! They do not provide the same service as the Reliance reps. I also hope Reliance did not pay for the contracted out service for the two 5 to 15 minute visits made to my house! Sincerely, Rob Weir

Reliance’s 100% Money-Back Guarantee reads:
“We guarantee that the equipment we have installed will perform as we have stated. If the system does not heat or cool your home to your satisfaction, we will remove it and return 100% of your investment”.
I informed Reliance that the equipment they installed does not heat or cool my home to my satisfaction and I wanted them to remove the equipment per their guarantee.
This is part of their reply:
“With respect to your inquiry regarding the 100% guarantee, this relates to the system not working. Your system has functioned correctly for the past 9 months and continues to work, other than the earwig situation which was out of Reliance’s control. This guarantee is in place for defective equipment. Your equipment is not defective. Furthermore, the guarantee only refers to equipment Reliance can’t repair.
Based on our investigation, your equipment has perform as we have stated. There is no evidence of improper service or defect with rental equipment therefore Reliance is denying your request for the 100% Money Back Guarantee.”
Reliance have changed guarantee from “does not heat or cool your home to your satisfaction” to does not heat your home to Reliance’s satisfaction.
Reliance does not stand by their guarantee.

Ken and Joe arrived shortly after we requested service for our hot water heater from reliance. They were polite and extremely efficient. The repair was completed within 30 minutes and we had hot water shortly thereafter. Nice work guys.

Wes called ahead of time and arrived within the time frame that he said he would. We were doing renovations to the basement at the time and discovered that the main water supply was covered over by drywall. Wes was able to replace our leaking tank with a new one without turning off the main water supply. Wes was courteous, professional, flexible and efficient. We are very very happy with the service he provided today.

John Saliba from Reliance Mississauga exceeded expectations by: calling before arrival, diagnosing the problem quickly, addressing all my questions patiently with indepth knowledge, presenting a great attitude towards the customer. I would recommend Reliance Mississauga to my friends neighbours & family. Thank you John for resolving my air conditioner problem!

Mehul was very diligent and helpful, made information readily known, and was fully committed to fixing the problem, as well as advising me if such a problem should happen again in the future.

Communication with Reliance was disgusting. 5 phone calls to get water heater checked. Finally, 60 hours after initial call and contracted service visit, Reliance tech Mike R. came to install new unit. He was great. Reliance you need to improve your internal communication big time!

Mark who installed my ac and furnace did a great job
he was efficient ,courteous and answered all my questions
he even followed up immedaitely with a small problem that i was having with the tripping of my breaker
he checked everything and guided me on how to use the ac most efficiently
thanks Mark i would recommend you very highly

I had Union gas shut my water heater shut of as I had a little leak.
Called Reliance was very happy as Amber was able to resolve the problem the same day.

10 plus!! Derek (employee 11339) was fantastic! He serviced my Moms a/c unit and remembered her from the initial install and my words, saying 'please look after her as you would your Grandma' and he did! Thoughtful, kind, considerate, wealth of knowledge and quality work. Employee of the year in our books!