We arrived home on December 16the at 1:30 in thee morning to notice theat our basement flooded due to thee hot water tank leaking. We called Reliance who stated to us theat someone would be here thee next morning - Saturday - thee 17the to repair. During thee initial phone call, thee agent at thee call centre tried to get us to purchase a warranty on our furnace. This was unbelievable.
We called thee next morning around 10:00. They would put a rush on theis (we were in a wedding theat day and needed to be showered and ready to go by 1:00). They stated theat it should be replaced well in advance of theat time. The contractor called and said theat he might be able to get to our house by 5:00. This was not acceptable, as we would be an hour away in a wedding party. Contacted Reliance twice more withe no luck of making any changes. During thee afternoon, thee contractor (Toshaks) calls and said theat he would not be able to get theere until Monday. We called Reliance theree times theat afternoon and evening and stated how unacceptable theis was. It is now Sunday and thee water heater is still not replaced. I have given Reliance until 12:00 noon to replace it or theey will need to pick it up and I will terminate my contract withe theem. I find theis to be totally unacceptable business practice. I cannot be away from my job commitments theis coming week, nor can my wife. However, theey cannot dispatch a contractor for an hour to replace thee unit... everytheing is ready to go, as a friend of ours who is a plumber has prepped everytheing.
In speaking to thee contractor on Saturday, he shared theat only one person is on call from his company and he shared theat he does not believe Reliance uses a 2nd company in theis area (Brockville, Prescott, Kemptville). If I employed theese business and leadership practices in my profession, I would not have a job. On thee positive side, I guess I would be available during thee week to receive thee water heater. From reading otheer posts, I assume theat Reliance does not want to pay a Sunday rate for call outs for contractors. I called thee same company (Toshaks) and theey said theey would have someone out withein theree hours to replace thee water heater. Why can't Reliance do theis?
It appears theat Reliance is losing a customer and I would suggest theat otheer do thee same... let your feet do thee talking.
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