Reliance Home Comfort

I scheduled a technician to come and diagnose a leak in my water heater, got a call from him at 2:58 PM stating that he’s stuck in traffic and would be about 45 minutes to get to my house. He also was quick to suggest perhaps another technician coming to see me instead, during the evening window time, as this guy’s shift would end at 5:00. Hmmm, so if he arrived around 3:45, he projected that it would be more then an hour and 15 minutes to diagnose an issue (an issue that I had already diagnosed and told reliance exactly what it was — later confirmed by reliance that I was correct and was charged $ 117 to tell me what I already knew).
Ok, back to the guy stuck in traffic. He said that he will not be coming and will dispatch another technician during the evening window (6:00−9:00 PM) to which I agreed. I waited until 8:30 that evening and called reliance given no one showed up. The woman, very pleasant, recounted to me what appeared to be from reading notes written somewhere that «the technician came to my house at 3:07 but no one was home so he cancelled the appointment.» Then she proceeded to ask me if I wanted to rebook. I’m like, «rebook what? I’m still waiting for the technician you promised was coming to my house.» So, having taken the day off to sit around and wait for these guys, it turns out I was given technician who lied to either me or his company (or both) and no second technician showed. Gross.
Eventually, I was able to secure someone from Reliance who came and told me what I already knew (see above) and suggested I get a new tank and strongly suggested I rent one. So, I agreed. I called Reliance and asked for a specific tank (suggested by the Reliance tech himself) and booked an installation date. To my surprise, someone actually showed up, but sadly, couldn’t do the installation because there needs to be some drywall cutting that he was not permitted to do. Another day off wasted. He was surprised that the first tech did not inform me of this, as it appears that it is my responsibility to cut the drywall (as if I know what in God’s name
I’m doing to be cutting walls or hiring someone to do it– ah, cut where? Cut what?) then invite Reliance to do their installation work. So the second guy left and I still have a leaky tank…3 weeks later. No follow up.
So, even if I wanted to spend my money with Reliance, it seems that they don’t want to take
It. So, that makes it easy — going elsewhere.

The prices were reasonable, and the customer service was great while trying to arrange the purchase.
However, once I had an issue with the unit, I experienced some of the worst customer service I have ever witnessed.
Every call to the customer service department was from scratch, they seemed unable to make any notes on the account. Hold times were very long, 5 – 10 minutes. A customer service rep promised a phone call from the technician and to mail a user manual. The phone call never happened, and apparently a manual does not even exist for the unit I purchased.
Scheduling a service visit was very painful, it took multiple calls to get it sorted out.
Great service until they have your money, and then the service is lazy and disinterested.
I will not be giving this company any further business.