Reliance Home Comfort

I had a terrible experience with Reliance in that I have been a rental customer for a few years and recently required service for my furnace and water heater. A few weeks prior I had Reliance come to my home to due a seasonal checkup of the furnace and ac unit. During the checkup a wire became disconnected rendering my furnace useless. I did not discover this problem until the weather change. I had to call and wait three days for another technician to come out and restore the heat in my home due to the error created form the routine maintenance check Reliance offers for rental customers. Needless to say I was pissed. I calmed myself and chaulked it up to human error and nothing more - accidents happen and nobody is perfect. Then when my watwer heater started smoking and spilling water out the bottom I had to call Reliance again. This time I was charged with new pipe exhaust installation fees in order to get a new water heater installed as mine was no longer working. I was at work - unshowered and without water for over 24 hours - my wife was at home during the 5 hour window with our two young boys (18 months and a 3 years old) going insane waiting. She was forced to call me as Reliance would not do anything unless we agreed to pay the $180 bill for the exhaust piping. I did not understand and was not given any options other then agree to the work. When I got home I noticed a lot of dirt and debris left in the room the repairs were made. Pieces of cut pipe and screws were left on the ground. Choking hazards for my younger child. I completed a survey and stated my intention to stop my service with Reliance as I did not see any value in their services and found working with them too frustrating. It was not until Brian from Reliance called. We talked for a while over a two day period. He explained that he wanted to improve the situation and correct my experiences with Reliance. If he did not call and express some concern for the way things transpired I know I would not be with Reliance today. My wife and I are still with Reliance due to his insistance that Reliance has higher service standards than the service levels I recieved. He has taken personal interest in all future interactions between us and Reliance technicians. I now have a resource to speak with should I ever have a problem or concern. To me and my wife this has been the difference between staying and leaving - Brian's personal committment to ensuring we are treated right. For that I am 100% satisfied. I recommend anyone with issues find someone like Brian because he cares about his customers.