Reliance Superior Heating & Air Conditioning

The guys showed up on time and got the job done faster than expected. They were super friendly and explained everything to me when I had questions! Can’t thank them enough!

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.

My Husband and I are extremely frustrated with Reliance Call Center..
It is -25c in Winnipeg & the call center is advising me a service man will not come out until tomorrow between 10-2 pm...It is -26 in Winnipeg .so why are we paying $30.00/month for a service plan. This is our 7th ..count it 7th call to Reliance to repair our furnace... To add insult to injury the supervisor of the call center stated it is not our furnace, then why do i have 6 business cards attached to my binder! I stated, give me the number that i should be calling....she gives me the exact number that i had called, go figure. The supervisor at the call center (which i believe is in Toronto) offered us $50.00 towards a space heater for the night...it was nearing 2130 hrs. and who would pay for my pipes that would freeze. The Reliance Superior website indicates Emergency Service 24/7 so why do i have to wait until the next day?
We are phoning the Service Manager in Winnipeg ..the number was given to us by the call center ...if anyone requires it..204-2592701...
The service fellows are very nice but one service man does 1 thing and the other does another thing...WHAT GIVES!!!!! I plan to do something about this...what if we were on holidays...than what!!!! ..

Now a days you really have to be your own advocate for everything!!!!!!!!!!! I thought my husband was going to have a stroke...that's how upset he was...so give me another FURNACE...

THE ONLY GOOD PART OF THIS ARE YOUR SERVICE PEOPLE AND HOW POLITE THEY ARE...BUT THIS CALL CENTER is something to be desired. !!!!
Obviously they are not in tune with what classifies an emergency call out. This call center is going to ruin you companies reputation and you will undoubtedly loose many customers over this.
Like I stipulated the Service Technicians were superb but they are getting the brunt of complaints due to this Call Center.
These emergency calls should be directed to people who have some knowledge in furnaces and how to prioritize calls.
I have heard nothing but negative comments concerning this Call Center. Perhaps you should re-evaluate this problem and start to consider the customer and your companies reputation.

Excellent same day service. I am glad we had a rental as it would have cost a couple of hundred dollars. The repairman was very knowledgeable and customer service oriented.

Was grandfathered in with Hydro plan now had to resign a new contract for minimal amount but after 7 years need to buy out contract. What's the point of getting grandfathered on a service then. Was disappointed with having to sign new contract however service was excellent.
Technician was very knowledgeable.

Needed a new furnace and wasn't sure what company to go with. Contacted Reliance and got a quote from them along with quotes from other companies. Rob provided me with a quote for a Lenox furnace(much lower than other companies). He could easily have upsold me as I know nothing about this type of thing. Rob was HONEST, telling me exactly what my home needed and why I DIDN'T need the upsell on a different furnace or the extras.
Rob squeezed me in for an installation appointment right away. The 2 fellows who did it were excellent. I couldn't believe the service provided by this company! I would definitely recommend them and will use Reliance for all of my future home needs.

I was not to happy with Teliance but Terry really made me happy. He thoroughly explained things, was very very nice and played with dog that was bugging him while doing his job. I will ask for terry by name to service our house from now on. ☺️

I have a new furnace installed last Friday. Adam and Cody from Winnipeg where very professional. Nice people. They did a good job.
My only concern was that when I called the office, they put me on hold for so long. I'm hopeful in the future, you guys will have quality service.

Serviceman arrived within the time frame given. Was informative and helpful, replaced our humidifier pad and so got that up and running.
Did a great job so we're all set for the winter!

This was the initial visit for furnace maintenance. Tom, the service person, did an outstanding job in checking over the furnace and performing some inportant adjustments. We were very impressed with his work.