To
Kimberly Allen
Supervisor, Customer Relations
Reliance Home Comfort
[email protected]

Subj:
Billing wrong; got a statement showing "Replcement Charge" as there was nothing changed in my furnace from the service technician sent by Reliance Heat company; I sent you this email from my yahoo account on 16th Jan, 2010 also but received no response from you.

Hi Kimberly,
My water heater tank rental which was under warranty, stopped giving hot water in july 2010. A service call was placed to Reliance Water heater rental company and roughly around noon time, a technician came from Reliance. He had to switch on the water heater with a plug on/off to reset. Water heater started working and he showed to my wife.
My wife asked him to make more hot water as we have been getting good warm water. He told my wife that the mixing valve is not adjustable(1, 2, 3, 4) and we need to call the plumber to fix it to let more hot to come on the tab. My wife asked him if it is changeable under warranty. He said it is not under warranty. My wife called me to my office and told me what he said. I asked her about water tank working and she said yes. Then I asked her to let him go. Then, he left after 15 or max 20 minutes.
I went back home, checked there was nothing changed, and everything was as it was. I privately called my plumber to replace to "mixing valve" to let more hot water misture out. Looks like, somewhere miscommunications occured. Then I received a bill from Reliance asking approximately $109 for replacement cost. I am really stunned and furious, after seeing the bill. There was nothing he did on the water system except to plug out and plug back back in to reset and start the tank. I called one of reliance agent(forgot the name) to explain everything in detail in November 2010 and requested her to log notes after she said she would take care of it. But that didnt happen.

Again on Jan/12/2010 @3pm, I got a Reliance automated system calling to my home phone about the due bill. Thats how, I called again and got hold of "Liz" and "Arlene". I asked them about the previous notes and they said that there was no notes at all from the previous agent. Liz even apologised for the missing notes from the previous agent. I had to re-explain it all over again to both. Arlene said that they would take care of it in 2 days after getting the work order from some department. They even told me that they would contact me in email. I never received an email. I am loosing hope. It has been 6 days as of today and no response from Arlene. Can you please intervene and get this matter sorted. I really do appreciate. I just want to be honest and I dont want to keep your money, if it is legitimately yours. I dont want to pay something for which is unlawful and there was no replacement done whatsoever in my unit, but I was billed for REPLACEMENT COST. It is unacceptable to me. Your help is very much appreciated.

Thanks
Raf (416-849-6478)