Reliance Wightman Mechanical Heating, Air Conditioning & Plumbing - Kelowna, British Columbia

Darryl S.

Original Post (updates below):
On the Saturday of a three day long weekend, I discovered a broken pipe that was pouring water into the basement of my house. First thing I did was call Wightman and got connected to an oversea's call centre. This took over 30 minutes, having to explain several times what the issue was as it was clear she didn't understand basic plumbing, being put on hold multiple times, and delays while she was waiting for her computer to get to the correct screen. At the end, she told me someone would be out after 6 pm. She then proceed to agressively try to upsell me on a service plan for several minutes.
An hour later I got a voicemail with a message that they shouldn't have booked it because no one was available until the next morning between 8 and 11 am.
I called back the call centre to confirm the appointment for my plumbing issue; this took another 20 min on the phone while I had to repeat everything from the previous call. The next morning, no contact until 10:30 a.m. when I'm informed that there was an error and they should have sent the call to a plumber (?). 15 minutes later, I get a call from their call centre that my request has been sent to a contractor.
An hour later I get a call from a plumber from a totally different company who had gotten an email that I needed emergency plumbing service.
We've used Wightman in the past with excellent service & results, but the handing of my emergency call & dispatch this time was unacceptable to the point where we had to find an alternative company to get a plumber to come out.

edit: Changed from 1 to 3 stars as the issues I experienced were strictly with call intake processes and nothing to do with the plumbing services they provide.Terrible experience with the 24 h call centre.

Update: Changed from 3 to 5 stars. I have to give credit for the response of Reliance Wightman to address my concerns. They have reached out, acknowledged, and explained why things didn't go well initially and what they've done to address it. They've also come out to look and provide expert advise on my plumbing situation. I've updated my review to 5 stars but kept the original review above as an example of how a great service company responds to issues.

Nothing is ever perfect and mistakes can happen. The true test to what sort of service you can expect from a company is how they respond to negative situations. They could have just moved on, I'm just one customer and one review out of thousands, but instead they made a concerted effort to restore my faith and make lemonade out of lemons.

The single negative experience we experienced on the long weekend is not representative of their organization. I would not hesitate to call them again in the same situation. I truly appreciate their response and highly recommend using Reliance Wightman to anyone.

Dave P.

The service man was excellent! 5 Stars!

The external call in center at the other side of the country was not familiar with the home, who we were or past service. After 25 years of dealing with Wightmans, I just expected better.

BJ O.

Jayden was excellent, he did a furnace service and installed a new humidifier. He was prompt, friendly very knowledgeable. We discussed heat pumps systems too. I would definitely recommend Reliance - great service, good pricing.

Russ C.

Always been great to deal with.
Had them install furnace, AC and hot water tank. On the maintenance plan and very pleased.
Recommend highly.

Saqlain A.

I had them install a new instant water heater about a year ago, and I was so happy with their first job that I called them again for future service calls and then to install a new furnace and heat pump.

They did a fantastic job! They are pretty quick at answering their phone, and are able to send someone for a service call or quote with in a couple days. They always showed up on time. The team was friendly and took the time to explain everything about the install process and the rebate process. The installation was quick, and all the piping and ductwork looks great.
I definitely recommend them if you need any HVAC work done!

Jan T.

We have used this company for over 20 years for a variety of purchases and repairs. They are honest and very reliable, do excellent work, don’t upsell and are clean and caring about your home. Jayden just installed a whole home humidifier for us and did an excellent job. I highly recommend this excellent company.

Laurie B.

After receiving a few quotes on a new furnace/ ac and dual fuel heat pump, I opted to go with Reliance Wightman Mechanical for a few reasons. Every employee I came into contact with was very professional and knowledgeable. Grayson met with me to discuss options and prices. He was very informative without being pushy and responded quickly to any email questions I had. His quote was the best but price wasn’t the only reason I went with this company. One company stated they would have to reconfigure my crawlspace access which would decrease my access, in order to install the heat pump as theirs sits upright. Reliance Wightman equipment can lay horizontally and wouldn’t require me losing even more access to my crawlspace. To the contrary. Nolan, Jarrid, and Colton installed the dual fuel heat pump in such a way they actually increased my access to the crawl space- by a lot! I am thrilled!! I opted for the dual fuel heat pump because of the $10,000 Fortis rebate. In honesty I’m happy I chose that route. My townhouse maintains a much more even temp even upstairs than the 23 yrs with the regular furnace. I had a concern about a week after install. Rob arrived, checked things over and alleviated my concern without judgement. He said they’re here anytime to help. Definitely a company I will use again and will highly recommend!!

B G.

Rob, Great Tech very knowledgeable and courteous. Shared tips regarding Furnace troubleshooting, and quick reference for service if needed.
This was my second service call Wightman Mechanical, 1st 2017 "Nolan", and 2024 "Rob".
Full recommendation Company Integrity.