Note sent to Roger Rossi of Reliance but the posted email fails, must have changed it to avoide all the complaints they are getting
'[email protected]' no longer works
Hello Roger Rossi
I have been a satisfied Reliance customer for many years, until recently.
It is unfortunate that I need to express my concerns directly to you, but I feel you should be made aware.
I have a rental property at, in Fergus On.
Not long ago I had my Reliance rental water serviced by your company.
My hot water pressure was quite low and I called your company to request a replacement tank.
The service department suggested that I have the tank de-limed, which I had agreed to.
Immediately after the tank was de-limed by one of your service technicians the hot water pressure to the shower is practically non existent.
I called your service department again to request for someone to come out the address the situation.
When your technician arrived on site he in formed my tenant that they do not fix showers as he was not a plumber and left. (please see note below as to the discussion that transpired between my tenant and your service technician, which is another reason for this letter).
I called your service department again on Dec. 1st and explained the situation to Carol (no last name) who promptly scheduled another service call for Dec. 2nd. between 04;00 – 20:00. The Technician did not show up for the scheduled appointment, but was alleged to have called my tenant and left message at 21:30.
Today I spoke to your customer service department Nancy (no last name) and her supervisor Kent Collins.
I explained my plight to Nancy and she mentioned that I may need to enlist the services of a plumber and the bill may be forwarded to them but I would need to speak to her supervisor first.
I received a call from Kent; who after much discussion tried to imply that shower blockage was due to another cause i.e. plugged pipe. I told Kent the plumbing from the water tank to the shower was all new copper plumbing (3 months old) and the blockage was only apparent directly after the tank was de-limed.
I re-iterated my request to Kent that Reliance re-send a service technician and/or a plumber at your expense to clear the blockage in the shower.
Kent offered to replace the shower head, but I explained this is not where the blockage is as the cold water is fine, only the hot water pressure is impacted.
Please note something was dislodged when the water tank was de-limed and is impeding the hot water pressure of the shower only, all other fixtures are fine.
I hope to continue this business relationship with your company and that Reliance will assume full responsibility for the damage cased after the de-liming of my rental water tank
Roger: Here is the email string of activity that has transpired; it’s the attitude of your service technician that is most disturbing.