Rental Water Heater leaking and not working = "0" service
We are very dissapointed in the lack of service that we just received from Reliance Home Comfort.
Our 1994 rented water heater leaked out and stopped working on Sunday and we had an unsatisfactory service call today. Nothing has been remedied and we have another service call tomorrow (another day with no hot water).
By the way, we contacted them last summer and after numerous calls and discussions about getting this old unit replaced, nothing was ever done. I believe that I was paying for service with my rental agreement - they have not lived up to their agreement at all .
Back to the present...
We called yesterday morning to notify them that our water heater has to be replaced and that it was leaking out of the bottom. They couldn't send anyone yesterday but promised today between 10-2. We were happy that the technician arrived promptly at 10. Unfortunately he wasn't equipped to replace the water heater and also told us that we would have to replace the plumbing with new to-code PVC pipe. We were notified by this technician that he was not qualified to do the installation as he could not cut access panels in the drywall to run the pipe. He told me to "look in the yellow pages and find someone"! After the access hatches would be cut then someone from Reliance would be coming to remove the old water heater, install pipe, install new water heater and remove the old.
All this information and advice and nothing remedied.
He then reluctantly called his office at 11:00 a.m. to book another call for the installation to be done tomorrow - 24+ hours later again. In the meantime I am to determine where to cut the access holes to be ready for the install. How could he not think that the lack of hot water for another day is more than an inconvenience!! Ridiculous!!!!!
In the meantime I have researched water heaters, installers etc and have someone coming at 3:00 to complete a full install of a new water heater and piping etc.,..
I have cancelled my account with Reliance, had my comments documented with their customer service and booked a pickup for their old water heater.
They are charging me $65 for the pickup - one last kick in the "whats-its" for good measure.
I am no longer connected with the company but I do hope that they take a close look at their service levels and improve. There is competition out there and they are offering good service and products - something lacking from Reliance.
- Approximate cost of services:
- $65.00
- What could this company do to improve their services?
- 1) Have their installers equipped to service their clients when they arrive. 2) Have more installers available to handle calls within 3 hours or less. 3) Understand that having hot water is an essential service and fixing water heater issues is an emergency. 4) Audit water heaters every year after they are 5 years old for repair or replacement BEFORE leaks or worse happen.
- Any advice to offer fellow homeowners facing a similar project?
- Do not rely on Reliance. We have now purchased a water heater and are much more confident that we have a good product and that we will get any necessary qualified service that may be necessary to keep the unit in good condition. BTW - we highly recommend GMAir 121 for both furnace and water heaters. They were timely, professional and courteous.
- Company Response
I'm very disappointed to hear about your experience and sincerely apologize on behalf of Reliance. Your overview raises a number of concerns that I will escalate internally and I appreciate you taking the time to share. Thank you.