Reliance Home Comfort

I have been a loyal reliance customer for several years.
When I needed service the most was on sunday march 22 2020, at 1853 (6:53pm) when my water heater broke and started spewing hot water into my basement, building up to 2 inches in depth and damaging many items.
I called the reliance 24/7/365 emergency service number and was engaged with a very belittling female "customer service" person! As I was panicking and begging for help, this person kept saying things like: michelle like I told you… michelle there is nothing I can do to help… michelle our system is down… michelle you have to wait until tomorrow morning… do you want me to schedule you in?... Michelle I can't do anything else to help you… michelle you must know what is happening in the world, there is nothing I can do.
As you can imagine, this is very frustrating behavior. I am begging for help. I have a broken rental water heater, and the leak is not stopping. My basement is filling with water and I recalled the reliance ads keep stating: "call on reliance, we are here to help, 24/7, for you, for your peace of mind…" — well that is not true! —
I am very aggravated, and extremely disappointed, with how this was handled! An emergency call is put off.
I work in emergency response, and I tell you, if I were to not show up, I will lose my customer! And have my reputation destroyed!
What are you going to do about this?

And this is what they had to say:

On friday, april 3, 2020, 02:13:27 p.M. Edt, noelle mackenzie
Good afternoon,
Thank you for your email and feedback. We appreciate this information and apologize for any difficulty you have had.
We will be reviewing your account and concerns below. Coaching and enhancement will be provided to those involved to ensure this is not happening in the future.
To provide some insight, our systems have been down. All service agents have been manually booking service orders to the earliest availability. No heat, no hot water and leaking units are priority calls. Unfortunately, we are not always able to guarantee same day availability. We strive to provide service as quickly as possible and our call centers are open everyday including weekends and holidays to ensure customers are booked to the earliest time frames.
Thank you for taking the time to contact us regarding this.

Noelle mackenzie | subject matter expert