Reliance Home Comfort

Horrid organization at the office. First installer did not know hot to install the tankless system's venting and said it couldn't be done. Called the Rinnai Ontario Rep who said I got bad info, that it can be done easily, and to have Reliant call him which they never did. I called a friend in the industry who recommended an installer at Canadian Air Systems. I told Reliance to set up that appointment through them. They said sure. Come installation day I found out they did not and sent the old installer back. Again and again the simplest requests are ignored.
This is a horrible place to get anything done. What a nightmare so far. Countless hours on the phone and nothing good seems to come out of it.

We were out of hot water, Otto and Phil from Reliance were at the door within 24 hours (would have liked it to be sooner).
They knew exactly what they were doing and fixed the issue immediately.

My airconditioner had broken over the Canada Day long weekend whichw as very hot and humid. Reliance sent a technician out to review the unit, but unfortunately he did not have the necessary parts on his truck to make the repair. A second service call was made the next day by Joe D'Onofrio. Joe quickly made the repair, offered suggestions on how to maintain the unit and talked with me about potential upgrades down the road when I was ready. Ther service was very good and I am most pleased with Reliance and their customer service culture.

Just want to comment on the great job that Daniel and Chris did on installing my new furnace and AC. They arrived on time and completed the job when they said they would. Great job guys.

Jason Mitruk came over to my house the day after I had called Reliance and he very quickly was able to diagnose and fix my problem. My heater was leaking hot water all over the place. He had to use my main stack to drain the water left in the tank, and replaced 2 valves fixing my problem. Thanks Jay!

Murray Stark's, Reliance Home Comfort sales professional, integrity was outstanding. Murray listened to what our needs were and perfectly matched us up with the right heating/cooling system. Murray arranged for our new system to be installed just two days after we agreed to his proposal. Mark and John, Reliance installation team, called prior to arriving to install our system. Both were very competent and professional. They very clearly explained all of the maintenance required, features and benefits. Also, they answered all of our questions. An overall excellent experience and a great company to deal with... They by far exceeded my expectations!

Tony handled the service - excellent service and attention to detail. Toy arrived on time and took his time to ensure that everything was done with proper care and attention to detail. I have had excellent service from Reliance in the past as well.

We had Robert Maclean (service tech) come to repair our AC and he was excellent. Very knowledgable and polite and went the extra mile. I would give Robert a big 10!!!

I have mixed emotions about my experience with Reliance. On the positive side, they were the only ones of all the companies I called – many listed on Homestars – who came out within minutes of my call, after I’d been without a functioning A/C unit for five sweltering days in late June and early July. My old machine was 25 years old and needed to be replaced and the average temperature in my house had soared to 31C.

Hirad quoted me what I felt was a much higher price than his competitors, but we eventually negotiated a more reasonable amount. The fact that they would be willing to come early the next day and get the job done right away and the fact they were well regarded on Homestars was what eventually sold me on them. They showed up when they said they would, always a plus, they installed and tested the unit and everything seems to be working very well. Overall, that end of things was great.

The two men they sent over to do the installation were quite competent and pleasant guys and answered all my questions. But this is also where I have my mostly minor issues. For one thing, they failed to adequately clean up my backyard easement area and my basement furnace room before rushing off to their next appointment. I was forced to clean up tubing, a fair amount of black and silver electrical tape – some of it stuck to my basement floor rug - and some very sticky instructions about brass valves that were left crumpled near the new unit. I also had to turn out several lights they'd left on in the basement.

I provided them with some bottled water as they worked, but I found them left behind, along with a fast food coffee cup they brought with them, carelessly tossed and left near my gate. I had to pick these up, too.

I know they needed access to my basement and were up and down the stairs, but they continually left the side door wide open, allowing any flying insects that might like to wander into my house a new place to live. And to top it off, I have rugs on my stairs, and there was mud on some of them as they went back and forth. It wasn't easily cleaned off, but I think I got rid of most of it.

These are little things, but they make a big difference to the customer and they affected what would otherwise have been a higher rating. I think Reliance would be advised to let their installers know that the little things really do count. I will give them extra points for a follow-up phone call I received from Hirad minutes after their departure, who wanted to know how things went. I advised him of my concerns and he said he'd address them, which I believe he will. So you can't ask for more than that.

Otherwise, I'm happy with my new A/C and look forward to it keeping its cool for many years to come. Despite my minor complaints, I think they did a good job for a decent price.

.Hemant, the AC technician from Reliance , assisted to fix my AC with courtesy and punctuality. He is very knowledgeable and also took extra time to verify the complete working , before he stepped out. Thank you Hemant.

I also thank Robert Maclean , the service technician from Reliance, who assisted us.