Penny in Winnipeg

We have the Heating and Cooling Protection PLUS Maintenance Plan with Reliance Superior. They contacted us at the end of February reminding us to BOOK a regular Furnace Maintenance appointment under the plan. I contacted the Service Department and booked a service call for Monday, March 5th at 4:30 p.m. because we worked during the day and can't make it home any earlier. Winnipeg had a snow storm on the Monday and Reliance called our house around 1:00 p.m. asking us to re book the appointment due to the weather. I said, Wednesday the 7th would work or Friday, the 10th? We booked it for Friday, March 10 th at 4:30 p.m. stating again that I CAN NOT be home any earlier due to my work schedule. The service department said, NO PROBLEM, it's booked for a technician that works from 1:00 - 5:00 p.m. and he'll be there around 4:30 p.m. I left work early so that I could be home by 4:30 p.m. only to hear a message on my answering machine saying, It's Jeff from Reliance I will be there in 20 minutes, that was at 1:00 p.m !!!! He came and of course NO ONE WAS HOME!!! He left his card in the door. I immediately called Reliance Service Department and spoke to a lady who said, NO that was a mistake the job is still open and the technician will be at my place by 5:00 p.m. I waited, NO TECHNICIAN, I called by only to have the Service Department tell me, NO, NO THE TECHNICIAN WORKS FROM 5:00 - 8:00 P.M. AND HE WILL BE THERE. At 8:11 p.m. I called back......NO TECHNICIAN, the Service Department said, the Technician works until 9:00 p.m., HE WILL BE THERE THE JOB IS STILL OPEN. I said really, ON A FRIDAY NIGHT THEY ARE GOING TO COME AND DO A MAINTENANCE JOB ON MY FURNACE????? YES, YES THE JOB IS OPEN HE WILL BE THERE!!!! At 9:20 p.m. I called back yet again, only to have the Service Department say, THE TECHNICIAN WILL BE THERE BY 10:00 p.m., THE JOB IS STILL OPEN, HE'S ON HIS WAY!!!!!!!!! At 10:10 I turned off my outside light and went to bed!!!!! I called Saturday morning to have the Service Department say, THERE MUST HAVE BEEN A MISTAKE, DON'T KNOW WHY HE DIDN'T SHOW, THERE MUST HAVE BEEN AN EMERGENCY!!!! I replied, STOP THE CRAP, IF THERE WAS AN EMERGENCY SOMEONE SHOULD HAVE CALLED OR TOLD ME THAT WHEN I CALLED 5 TIMES LAST NIGHT!!!!!!! The Service Department booked me a NEW appointment for Monday, March 12 at 4:30 p.m. BUT later on in the day, a Technician called me later on Saturday to say someone will be there between 2:00 - 4:00 p.m. to due the maintenance on the furnace. A technician by the name of Tommy arrived on time, did the work and was pleasant and efficient. I signed a sheet approving the Service call and on the back of the sheet these things are written: OUR 100% SATISFACTION GUARANTEE......OUR PLEDGE TO YOU.....TREAT OUR CUSTOMERS AS OUR TOP PRIORITY..........REALLY????? OPERATE WITH HIGHEST STANDARDS OF OPENNESS, HONESTY, TRUST AND INTEGRITY, ALWAYS ACTING IN THE CUSTOMER'S BEST INTEREST...........REALLY??????? AND HERE IS MY FAVORITE..........AT RELIANCE, WE MAKE PROMISES AND KEEP THEM. ...........REALLY, I DON'T THINK SO!!!!!!!!!!!!!!!!! WE PAY $360.00 A YEAR FOR THIS SERVICE. THIS IS UNBELIEVABLE, UNACCEPTABLE, AND FRUSTRATING. WE ARE SOOOOOOOOOOOOOOO DISAPPOINTED IN THE SERVICE OF THIS COMPANY. I HAVE BEEN ASKING MY FRIENDS AND FAMILY MEMBERS WHAT COMPANY THEY USE TO SERVICE THEIR FURNACES AND AIR CONDITIONERS. This was a total WASTE of my time, and we all have important things to do with our time, I WAITED for 6 hours on a Friday evening to have NO ONE show up, not even a phone call to apologize or tell me what was going on. This service fell short of their "100% Satisfaction Guarantee", by a long shot.