We recently moved into Ontario and the home we purchased has a rented Reliance Home Comfort natural gas water heater. About a week after we were in the home, I accidentally (but not with much force at all) knocked the plastic drain faucet at the bottom of the heater and it cracked right off... 40 gallons of water began to spill out onto my shop floor. I turned off the water going into the heater, turned off the pilot light, and called the so-called 24/7/365 service line. They told me that a technician was not available to come out to the house until 4:30 the next day. I raised the issue that we had no hot water and that this was not acceptable.
About 2 hours later, I got a call from a Reliance representative who told me that they could have a service person come out that day, but he wouldn't be a "certified" technician, because they didn't work after 4:00 (this contradicted the earlier offer to have a technician out after 4:30 the following day?) just to make sure there was no danger to the home... no mention of actually doing a repair, and they said that the "certified" service person would still have to do the follow-up visit. This is a water faucet folks, not any of the gas fittings. I told them that I had driven to a building supply store and bought the OEM replacement spigot for $8.99, and that they didn't need to send a technician at all.
IMHO, 24/7/365 service means that a service person is available 24/7/365, not that a call center person will take your call.
Anybody thinking about renting a water heater from Reliance should really think twice.
Andrew
Paris, Ontario
Canada
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