For starters, those individuals who gave positive reviews either work for the company or have never experienced anything out of the ordinary with Reliance. Commenting on a quick and clean installation is not a valid review, because true customer service kicks in after you have signed the agreement and installed the equipment, not when you are a new customer ready and willing to throw your money at them.
Background information:
- I am moving into a home where the current owners have a lease agreement with Reliance for equipment, and the term is up in approximately 4.5 years.
- I noticed that the rental costs were high compared to other companies.
Here are the scenarios I encountered:
1. I called customer service as a "new customer" to investigate cost:
- The cost of the equipment is $15 less monthly for newer equipment.
- When inquiring about air handlers, I was told that they do not provide those. Funny, because an air handler is currently sitting on the property and on the equipment lease. Am I going to be paying for something that the company does not know exists?
2. I called the sales representatives who handle property transfers:
- I left 4 voicemails and got no response for 3 days.
- I got a response 1 day later at 4:55pm (5 minutes before closing), when I finally sent an angry email indicating that I would not sign the lease transfer until I had spoken to someone. We all know the rep called at this time to minimize talking time.
- When I asked what my options were, this is what I was presented with: (a) continue overpaying with the lease - $3,000, (b) buy out the lease - $3,000, (c) buy the equipment at market value - $3,000.
So here are my options: pay $3,000, pay $3,000, or pay $3,000, and in option (c) I get to keep equipment that is worth $500 at most since it is already 6 years old.
Ironically, while writing this review, I got a call from another rep. When I asked him the very same questions, I got a different response. Apparently, to buy the equipment will cost me $3,000, with the market value of the equipment to be determined by Home Reliance (what a joke!). Well, that is clearly much better.
The lease agreement indicates that the equipment can be purchased at market value, with no indication at all that this has to be after the lease term. Can someone explain to me who would want to buy a water heater after 10 years of use and abuse when it costs $1000 to buy a new one at Home Depot?
Summary of my experience with Reliance Home Comfort:
1. They overcharge.
2. Service reps have no idea what the company's products and services are (there is someone you can trust when making a major purchase).
3. Sales reps are completely useless and have no idea what is happening. I suspect that they are just glorified paper-pushers.
4. Trying to get a few questions answered means waiting 3 days and getting the wrong answers.
5. There is absolutely no customer retention, because once this contract ends, I will definitely be moving on to a better company.
The bottom line: after this contract, I will go with another company even if it means paying more money, because Home Reliance provides poor customer service and exercises poor business practices (in other words, they rip off their customers).
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