When we purchased our home, we took over the hot water tank rental. For the past 6 years we have not had any problems with Relianc.e UNTIL NOW. We found a good sale on a water tank, so we decided to purchase our own. I call Reliance to find out how I go about returning their tank. They told me I could either return it to a drop off location in Brampton or they could pick it for a fee of about $100. I prefered the drop off option, so they gave me the address and phone number for the location. It was 2 months or so before we finally were going to have a chance to drop the tank off, so I called the number to arrange to drop it off, and they lady informed me that they don't accept hot water rental returns and haven't for about 3 YEARS!. So I call reliance and request for them to come pick it up at no charge since they gave me the wrong information regarding drop off and they inform me that they have no record of my call and that they record ALL CALLS (apparently not - if they don't have a record....the lady who I work with remembers me calling). They apologize for the inconveinence and insist that I MUST pay for the pick up (which they now tell me is $125). OR i can drop it off to one of their REAL drop of locations, both of which are over 4 hours round trip. The customer service rep pretended to be apologetic, but obviously they don't care enough to come get it free of charge for the poor customer service and the misinformation. I WILL NEVER USE RELIANCE AGAIN NOR WILL I RECCOMMEND THEM TO ANYONE. UPDATE....got my final bill and Reliance charged me $165 for pick up and transportation rather than the $125 they told me it would cost. When I called, the VERY RUDE customer service lady informed me that there was a $40 account closure fee as well. When I asked her to keep my account open, she told me that she couldn't do that. They sure are scammers at Reliance.
- Company Response
I apologize for the miscommunication and certainly understand your frustration. If you could please email me at email@example.com with further details, I will gladly look into this issue for you. Thanks. RM