Reliance London Heating, Air Conditioning & Plumbing

Not happy! We hired Reliance on July 4th,2025 to install one heat pump system with 5 Heads, 4 different sizes. We signed a contract and the installation was booked for July 25, 25. I booked the day off work, on July 25 they didn't show up and I didn't receive any notification that they weren't coming. Several attempts to contact them with no successes, they finally responded and told us that the compressor can't hold the BTU that we agree on. They ask us to sign another contract with a smaller BTU head. On Aug 5, they were to install the units, after resign a new contract. On Aug 6 2025 I was told that now they could only install 2 larger units as the other 3 smaller were on back order. They came and install the two larger units, the didn't put the protective cover on all the exposed lines outside the house, as agreed upon on the July 4th contract. I asked why they didn't put the protective covers on the exposed lines. They responded that those lines are on the side of the house and they didn't need to be covered. I told the installers that was in our agreement, we had with the sales person. We agreed that all exposed lines would have the protective covers on them. When the head boss of the installer came out to our house before they even started the install that was one of our concerns the way the lines would look. I boss showed my wife and I pictures of what it would look like with all the protective covers on the outside, and told us that we would be happy with the finish install. We have all text messages and photo's. On Sept 2nd, I was told they were going to install the final 3 heads. The came Sept 2nd, to install the units, and again failed to put the protective covers on some of the new additional lines. I had to hire another company to complete and install the protective lines in the front of the house where it was very visible. I call Reliance and spoke with the sale person that we were dealing with about our concerns that they didn't complete the install as we agreed upon. The sales person said, he would talk to his manager. He also said, not to fill out the survey until we heard back from him until we were 100 percent satisfied with the install and product units. Two weeks go by and not hearing from anyone. I texted and called trying to get ahold of them, after many attempts I finally got through to them. The sales person from Reliance to us they aren't coming to complete the job as they felt they did enough and that they went out of their way to satisfy our request. That wasn't true because they didn't fulfill our agreement, all lines were to have the protective covering on the exposed lines. We are not happy with Reliance as they do not fulfill there part of the agreement. Now we have to hire another company to finish all the exposed lines around side of the house at our expense. I don't recommend anyone to hire Reliance as they only stand behind the installers, who don't complete the job rather then the customer who is paying them for there service. BEWARE of Reliance..... see photo's how they left our house exposed. 't

I had a great experience with Reliance. I have plumbing insurance with them, and when I called about a clogged kitchen sink, their customer service was excellent. They arranged for someone to come the same day, and the issue was handled quickly and professionally. I really appreciate their prompt and reliable service

My Reliance experience this time was not so lovely this time around. A few of the customer service agents I spoke with during this experience were not as helpful as my usual experience when dealing with Reliance. Furthermore, only one aspect of I will mention here was the agent they sent to do “maintainence” of my both my HVAC and furnace unit felt it OK to leave it in the exact condition it was in prior to the appointment. On a positive note, the next agent, Nolan they sent did the job properly and was super professional. Would recommend him for services in the future.