Quite possibly the worst company out there in terms of reliability, which is funny based on their name.
1. Sales guy (name redacted0 came out, took some measurements, talked in circles about what we were to receive. Wrote up the sales contract and went on his way. We were promised a Saturday all-day install for both new furnace and AC unit
2. Installers (sub-contractors; I wish I could remember the name of their company) turned up on Saturday, said that they didn't have all of the materials and were just going to drop things off, and would be back next week. That was a no-go by me. They started the job installing the furnace, and we agreed that they would come back at 4:00 on Wednesday to finish the AC install.
3. Wednesday rolls around, they pitch up at 5, and say that it's going to take a few days to get the AC installed as they have all of the materials, but can't get the AC into position without a cherry-picker.
4. At this point, I fired them for the job. I called up Sales Guy to let him know. He didn't seem to care.
5. I then called The manager at the time to agree on a settlement. We went back and forth, and finally settled on cost of materials. I was told that the warranty would still be valid for the Furnace and Thermostat.
6. Flash forward to the warranty coming into effect. The thermostat has been flashing "call for service" every day, and sets the temperature to either 2oC or 28oC. So I called for service:
6a - Called on a Friday and got transferred to Some Lady's (name redacted) voicemail; no call back
6b - Called again on Monday morning and left a message on the general line
6c - Called again on Tuesday and finally got someone. I was able to set up a call for Friday morning between 8 and 12. I called Reliance at 11:50 as I had not seen an installer turn up. They said "oh sorry, an emergency job came up" and offered to reschedule for Tuesday next week. Again, no go for me; my thermostat not working is also an emergency as I cannot seem to set the temperature reliably.
So, tl;dr; Reliance are figuratively the worst company ever.
I am now going to hire an independent to buy a new thermostat, come and install it, and then I will pass the cost on to Reliance.
I am terrified if my furnace stops working lest I have to use Reliance again for anything.
Also - we hired Action Furnace for the AC work; they came out on the day they promised to, did the install quickly and painlessly (no cherry picker required), and then invoiced me for the work they completed. That was easy.
