I have been a customer of Reliance Home Comfort/Energy pretty much since they first started advertising.
The first year they seemed to do a good job when they did my yearly inspection of my furnace and my a/c. The technician washed down my a/c, checked everything, did the furnace, and I felt he did a thorough job. Little did I know that I would never get as good a service again!
I also have a water heater, at least 15 yr. old that I rent from them and they have never offered to replace or refurbish it, just keep billing me their monthly rental charge.
My compliant is two-fold. First of all, I pay for an insurance, that guarantees me a yearly inspection of my furnace and my a/c., however you never hear from them, once you sign up and start paying for the plan, It is up to you to phone them each year and set up appointments, which, by the way, they have not kept for the last two years that I set these up, and this past year, I have fallen so out of disfavour with them that I don't know where to turn.
By now there have been so many issues with them that I hardly remember the order of all the episodes I had with them.
I work odd hours, so it is difficult enought to sit around and wait for them all morning, all afternoon, or all day--all of which have been the case.
The last appointment that I had they were no-show. When they were already late, I phoned them, gave my acknowlegement # for the appointment and was told they were still coming.
I told them the same thing had happened before but I was assured they would soon be in my neighbourhood to do the job.
I waited the whole day and they didn't show up.
When I called again they were done for the day.
The next day it rained.
I thought they would contact me, giving a reason for the no-show but time went by and I heard nothing.
When I phoned up about it, I got a woman on the phone that informed me that they had been out and done the inspection.
I was waiting home that whole day, and believe me, they were never here.
When I asked for a supervisor I was told the same thing, and I the woman told me if I was unhappy I should cancel the service.
I told her to have them come out so that I could show her that they never left an inspection slip like they usually do.
I was shocked at her attitude and wanted to go over her head but she hung up on me. With that being her final word, I was under the impression that she cancelled my plan with them.
I withheld my payments, until such time that they resolved the matter, but they didn't care, just kept billing me and adding interest upon interest to the bills.
I phoned up and they refused to transfer me to a supervisor, actually they transferred me, now, to collections.
I called back several more times and they kept on saying they couldn't, now, talk to me, the matter was for collections who had nothing to do with the bad service and the no-service I had been experiencing.
I have an illness which is aggrevated by stress and I could just not put myself through any more.
They were only interested in billing me for service I had not been getting, now for 3 yrs or more.
By now commication with them was impossible and they sent me to a Collection Bureau and ruined my credit.
The year before they came out and couldn't do my a/c they said to call back in the spring, so they only checked the furnace.
The year before, they were also a no-show, because it rained and when I called was told they got behind due to the rain.
Each year I missed, they never stopped billing and I paid up until the time that they said they came out, said they had it in their records, but they never did come out and refused to correct their oversight or apologize.
The few years after the first year they would do one service but not the other. I never remember possibly only one occasion where they did the cleaning and inspection of both appliances and it was a really incomplete rush job, the technition was in and out within 15 min. My air conditioner was never fully inspected again, yet their bills, month after mon. charged me for having service for both the a/c and the furnace.
AT this point I don't know how to resolve this.
I called today, and, of course, the customer relations supervisor was not there, while now I am sitting here with a Furnace that needs cleaning and needs to be turned on for th year. It is 60 degrees in my house and getting colder at night.
No one there seems to care, they only want money they didn't earn,
I feel they should not get any money beyond the last time they cleaned both appliances which was maybe 5 yr. or more ago.
Someone needs to fully look into this at their end and own up to the poor service, the billing for services not received, remove the horrendous interest payments, restore my credit.
My next step will be to look for an ombudsman or newspaper column that can help me deal with a place where you never can talk to the same person twice in a row, can never follow up on an issue that you started withanother agent, you are just dealing with a voice on the phone who has the ability to hang up on you rather than really listen and put a customer in touch with someone there that can finally do something!
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