Brad in Winnipeg

In May 2017 I purchased a new Lennox furnace and air conditioner. Install went great and product performed well. Then the after service.... On May 16 2018 I went to Reliance Superior to purchase filters for furnace and humidifier. In talking with their general manager (Jeroslaw) he suggested buying the Reliance Comfort Plan for $9.99/ month. He explained this plan covered the annual maintenance. Sounds like a good idea so I agree to it. We set up the annual maintenance appointment for May 28 @ 8:00 am. 8:00 am comes and goes no technician. 9:00 am comes and goes no technician. I call their contact line and sit on hold for approximately 30 minutes. As I need to get on with my day I leave my number for a call back. Approximately 10:15 am I get a call back from a call centre. Tell the gentleman my story. He says let me put you on hold while I look into. After being on hold for approximately 15 minutes I hang up thinking he will call back. He doesn’t. Early afternoon I email Jeroslaw explaining the situation. He calls back saying he will have technician at my house next morning at 8:00 am. I agree to it. Surprise surprise no technician shows up. At 8:45 I email Jeroslaw advising no one has shown up. I receive a reply to my email advising he is close. I couldn’t wait as I had other commitments. I receive no response back from Jeroslaw. Two days in a row wasted my time. No respect for people’s time. Thinking this week can’t get any worse with regards to heating and air, it does. May 31 I receive a letter from Reliance Superior (dated May 24,2018) out of north York office advising that I have an outstanding balance of $647.92 on my account and I will be put in collections if it not paid immediately. News to me that I owe $, first I’ve heard of it. Friday June 1 I call the contact from the letter and get her voice mail so I leave a message. Do not hear back so I call again,now her voice mail is full. I go to their switchboard,explain the situation and ask if there is anyone else I can speak to in accounts receivable. I get transferred and sit on hold as all employees are busy assisting other customers. After 15 minutes on hold I hang up. I now email the accounts receivable contact asking for a response. At 4:45 local time I get a call back from accounts receivable asking if I purchased my system through Costco. I advise that yes I had purchased through Costco. She then says ok thank you for confirming and says “you should not have gotten that letter”. That is my week in a nutshell with Reliance Superior. Not impressed.