Improper installation leads to carbon monoxide emergency – and a $500 non-disclosure agreement

Corey Cole never thought getting a new hot water tank installed would lead to a carbon monoxide emergency. 

The owner of Advantage+ in Windsor had a hot water tank installed last week from Reliance Home Comforts. 

According to a public Facebook post, a few hours after the tank was installed, Cole’s carbon monoxide detector started going off.  

“The fire department had to come, and the house needed to be evacuated,” said Cole in a Facebook post that has been shared more than 200 times.  

Cole would not comment on the matter with the MediaPlex, but his post said he wanted to make sure this didn’t happen to anyone else.  

“I want to let Windsor residents know that this happened and the importance of CO detectors and the importance of making a safe decision on who you acquire services from,” said Cole. “Buyer beware with Reliance!” 

When the MediaPlex reached Reliance, the company had a different story. 

“At the customer’s request, Reliance offered a goodwill amount in recognition of the inconvenience experienced by Mr. Cole,” said Mike Klatschek, manger of corporate communications.

According to Windsor Fire Chief Steve Laforet, not only are carbon monoxide detectors important and able to save lives, they’re the law.  

“The importance of it is you can’t smell carbon monoxide,” said Laforet.” You can’t taste it, you can’t see it. It’s not like smoke. There’s no other way to detect it without that to be sure without having that alarm.” 

Carbon monoxide detectors are required by law if you have gas appliances or an attached garage. 

‘Hush money’ offered, says customer

According to comments on the Facebook post, Cole reached out to the company to ask about the improper installation – even sharing reports from the fire department. 

The response he got was not what he expected. 

“They sent me a legal document to sign indicating I will not tell anyone of their mess up and try to offer me $500 hush money,” said Cole. 

The comments say Cole didn’t take the money – choosing instead to share his story. 

“$500 is what a customer’s life is worth to Reliance,” said Cole. “Thank God for CO2 [sic] detectors.” 

Other comments on the Facebook post are from people sharing stories of similar things happening to them.  

Cole said he shared his story to hopefully save lives. 

“I’d much rather raise awareness and have people share their stories than just take a measly $500.”