Reliance The Furnace Company Edmonton

Hired The Furnace Company back in spring of 2015. The sales guy was very friendly and appeared to be quite knowledgeable and understood what was needed and why (move furnace from middle of basement to wall so the stack no longer goes through the kitchen, so we may knock this wall down later). We ended up also getting a tankless water heater. As I was quite busy with my schedule at work on the only available day they were able to install I had asked my sister to allow them in and out of the house and that they arrive on time, so that I may still get to work on time in order to make a meeting, so I may be able to explain the locations of where all the extra ducting was required and confirm where the location of the furnace and hot water tank was to be located. An hour and a half had gone by, with no answers from their office or from the cell phone of my sales rep. At that point I decided to drive to their office location myself and find out what was going on since even my calls had gone unanswered. The ladies in the office then informed me that they were all in some surprise meeting with "the boss" and they all failed to call me to inform me of this delay (even though I explicitly asked for this time to be kept).

After they finally showed up 3 hours later my sales rep had called me and promised to make up for the issue, but never ended up hearing anything again.

Due to the tankless hot water being added in, it needed an electrical outlet and that they were only temporarily going to run extension cords to the nearest line and that their electrician would come out and add it in. This never occurred, I informed my sales rep a month later that I still had not heard back. Still nothing. 6 months later I received an alert reminder for service, the service tech arrived and said that they set up the reminders incorrectly and that it should be every 12 months, not every 6 months. He still replaced my filter and was quite courteous (even calling in advance to let me know he was already on his way and asked if it was ok to be early), but I had asked about the electrician coming in... again still have not heard anything.

Although they have been terrible with their follow up, I am quite happy with the new tankless water heater and furnace that I received through them. Comparing my heating bills from last year I've nearly cut the bills down to a quarter of what it was before. Their dealings after the initial installation and before have not been as turbulent and now consider this issue a potential "one of" due to their surprise meeting that caused them to be extremely delayed and should not be pinned on the guys who did the install, but on their manager for poor communication.