No-show repair technicians leave Reliance Home Comfort in hot water amid worker lockout

Paige Faber had to lean on a friend to help restore hot water to her home last week after repeated no-shows by repair technicians promised by Reliance Home Comfort.

She is wondering if a nearly month-long lockout of unionized workers at the HVAC giant is to blame.

The west Hamilton resident ran out of hot water last Monday - and patience a few days later - as she scrambled to do laundry, wash dishes and clean a house about to be listed for sale.

First, Faber pleaded unsuccessfully with the HVAC company for an urgent next-day fix for her off-line rental hot water tank. Then no one showed up to do repairs during three separately promised time slots Wednesday. She had no luck Thursday, either.

Nobody came ... No one could do anything to help us. No one knew where the technicians were," said Faber, who ironically noted a subcontractor finally called Friday - after she managed her own fix with help from a knowledgeable friend.

Faber only belatedly learned about the lockout of unionized Reliance workers from a harried call centre worker late last week. She's apparently not the only frustrated customer out there - stories from other Ontario cities are beginning to surface online.

The Spectator asked the company if the labour dispute is slowing service in the Hamilton area.

Vice-president for western Canada Paul Gyarmati did not answer the question directly, but said in an emailed statement Reliance has a contingency plan" during the lockout. That includes using non-union workers and a large network" of subcontractors who continue to ensure our customers enjoy the peace-of-mind they expect with Reliance."

But Faber's story is not unique," argued Mathew Fougere, a unionized HVAC technician picketing at the Burlington Reliance office with others members of Unifor Local 1999.

We're hearing the same stories," Fougere said, adding he expects service delays for air conditioners to prove a bigger problem given the early hot weather.

People waiting three weeks for a service call to fix an air conditioner, replace a hot water tank. It bothers me, because that's not the service people are paying those monthly fees for."

About 800 unionized Reliance workers - including plumbers, electricians, water heater installers and technicians - have been locked out of offices across Ontario since May 13 following a vote to turn down a tentative contract agreement.

Gyarmati called that rejection disappointing news," arguing the would-be agreement included significant" wage increases and benefit improvements.

Speaking for the union, Fougere said the company's offer was unfair to junior or second tier" workers who deserve better benefits and more sick days, particularly given the pandemic.

He said the company has not agreed to restart contract negotiations, but expressed hope service complaints would push them back to the bargaining table."

These are the front-line (workers) who were being applauded for going into people's houses to do their job during the pandemic," he said. Now, we're kicked to the curb."

Matthew Van Dongen is a Hamilton-based reporter covering transportation for The Spectator. Reach him via email: mvandongen@thespec.com