Reliance Home Comfort

Dear Reliance,
I have cancelled the direct debit I have with Reliance. This is because your customer service has persistently failed to resolve the problem of the defective furnace. I have phoned several times without result. Customer service has told me someone will phone me back but they never do. I will be out of the country for the next few weeks. When I return on May 24th I expect Reliance to have provided me with a viable course of action.

The first item on this course of action will be a reimbursement of my time spent phoning Reliance and waiting on hold. The cumulative total of this time this year is 2 hour and 7 minutes. My hourly rate at work is billed at $137.00. I expect commensurate reimbursement.

The second item on this course of action will be a means to ensure the furnace works - this course of action will include a plan for reimbursement in the event that either myself or my wife has to take time off work when the technicians work on the furnace. Alternatively, the technicians can work between the hours of 1600 and 2000 every Monday until the new furnace is installed. Your decision.

I expect an e-mail - there is no point you phoning me as I will not be here - from Reliance when I return on May 24th and I will contact Reliance within five weeks of my return - this time frame is still well within the timeframe that Reliance considers an appropriate time to return calls. If you haven't heard from me by the beginning of July I suggest you start leaving messages. After all, that's what I've been doing for the last few months! If the e-mail does not contain a viable course of action (see above) then you won't hear from me until I receive on that does. Simple.