I have had reliance to my home to fix my furnace 5 times in one month. They have been unable to diagnose the problem but were able to get it to work for a short time
The first tech thought it might be the Gas valve but when he got it working said it must have been something electrical
The next tech said he didn't know what caused the problem but it was now fixed
When the furnace went for the third time reliance sent in a tech who said it was the thermostat, but he didn't have one .He would order the thermostat and when it arrived I should call for another appointment to install it.The thermostat arrived within two-three hours but the appointment to install would be two -three days.
This tech named Rudy said it wasn't the thermostat because he could tell by just looking at the thermostat it was fine.He looked at my furnace and said it was a cracked heat exchanger and he would have to go to his truck to speak with his supervisor.
When he returned he told me that the heat exchanger was not covered by the insurance they had sold me but that he had some pamphlets for furnaces starting at $999. they could install that day!
I said no and I would like to speak with the supervisor as this was their 4th or 5th visit and they were unable to diagnose the problem so now the solution is for me to replace ?I think not
When the supervisor phoned me back he informed me that they did me a favour by not turning off the gas and condeming my furnace as the cracked heat exchanger could be very dangerous and that I did indeed need a new furnace not covered by the insurance
I phoned an outside contractor who came in and tested my furnace, checked the heat exchanger and told me it was the gas valve. He also told me it was a common problem with this model of furnace.
He said he could repair it but that since I had the coverage with Reliance I should call them back and ask them to fix it.
When Reliance Showed up (now dec 23 ) they looked at my furnace and said no it was not the valve buy a small copper wire device called a thermocouple device which was replaced and the furnace restarted
This tech examined the furnace and could not see any cracks or problems with the heat exchanger
My furnace went off Christmas day and because we have a gas fireplace we waited till dec 26 and had the outside company come in and replace the gas valve.My furnace Has worked since then without fail
When I asked reliance to pay this bill the company said submit the invoice and I should have my check in 10 days
When I phoned Jan 13 I was informed that it had gone to the same supervisor who had told me about my heat exchanger and that I needed a new furnace, and that he had not approved it
When I asked if I could speak to someone I was told it would be sent for review and I would hear in 4 days
Now into feb and I am told that it was a final decision and I will not be reimbursed as this was not Preauthorize d by the company
When I finally get to speak with the supervisor he says they will not pay
I tell him we will go to small claims courtso now he wants to reinspect the heat exchanger!
I have now finished the papers to file my small claims so I will follow up this story
The address for Reliance is not on the web site so It will be fun to serve the papers I guess, nor will Reliance give any Information to help me escalate beyond this supervisor.I am told his answer is final
The complaint has been investigated and resolved to the customer’s satisfaction.