We installed a new furnace and air conditioner with this company during the summer. This winter is our first winter using the new furnace.
Our previous furnace lasted over 20–25 years without a single issue. Unfortunately, within the first two months of using this new furnace, it has stopped working four times due to vent-related issues.
While the company does send technicians in a timely manner, the same problem continues to reoccur, which leads us to believe there is an underlying installation issue that has not been properly addressed.
During our most recent call requesting service, we were told over the phone that the issue is related to the vent and were advised to have my husband go outside and clear the vent every time the furnace stops working. We found this suggestion unprofessional and unrealistic, especially during Ottawa winters when there can be over two meters of snow in the backyard.
We have never had to do this with our previous furnace, which operated reliably for decades. Having a brand-new system repeatedly shut down during cold winter weather is extremely inconvenient and concerning. We expected a permanent solution, not repeated temporary fixes or ongoing service calls.
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As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance®) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace.
With over two million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
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