Reliance Home Comfort
reviews and complaints

BE WARNED! I don’t usually take the time to write reviews, but I feel compelled to share a warning for anyone considering hiring Reliance Home Comfort. After being sold on a compelling rental contract for both furnace and AC from Andrei at Reliance, I decided to proceed only to be told that the equipment I was sold was no longer available, and that I would have to pay a higher monthly rate to upgrade to the only available equipment. At that time I was assured that this equipment was available for installation at an agreed upon date, and that it would be installed by bonded Reliance installers. On the day of installation, a group of sub-contractors arrived at my house, and removed my old furnace before advising me that they did not have an AC unit to install and did not know when one would be available. They then left my furnace partially installed, with metal shards throughout my family room carpet, dirt all over my hardwood floor and cigarette butts on my yard and driveway. I immediately called Andrei back, who redirected me to an installation manager (Adam) who assured me I would hear back from him in 1-2 days. He never called me again. I escalated to the regional sales manager (Nitin) after 5 days, who called me back and provided little explanation, but tried to get me to agree to a much lower quality AC unit at the same price. Upon refusing the inferior product, I was eventually scheduled for installation another week later, only to get a text 2 hours before arrival again indicating the product was not available. I also reached out to the national VP of Sales (Al), who also couldn’t find the time to reply to me. After another week I was finally advised that the AC unit was available. When the team arrived it was with a completely different AC unit, which out of frustration I agreed to accept. The installation was a hack job. here are exposure electrical connections, disconnected water hoses from the humidifier, along with duct work that isn’t even connected. Furthermore, after no response to my complaints, monthly pre-authorized payments comments, to which I had not agreed because a fixed up-front price had been arranged. I’ve now had to block payments with my bank and have been waiting for 3 weeks to hear back from the sales manager to rectify the situation. I can’t explain how awful this experience has been… from start to finish. Bait and switch, blatant dishonesty and terrible workmanship.

Ive been renting water heater rental since 2001 , the tank was once changed by Reliance in 2009 i have the same tank to date . My contract was being billed by enbridge gas . Now enbridge gas terminated their contract to bill customers for the water heater rental . Reliance is now demanding payments for the rental . When i questioned the reliance employee who calls me every day i asked her when does my contract end ? she said in May 2024 strangely when i called in 2022 to find out they said the same thing in may of 2022 , Then when i said i want to cancel she said i can buy out my tank . I said i dont want your 2009 tank you can come get it . I was told the contract never expires . So i told them send me a copy of my contract with my signature on this contract then we can talk . I feel sorry for our seniors who are probably taken advantage of . I am ready to take this to small claims court . Thank you Enbridge for not assisting reliance any more with scamming people .

I was was told by Reliance customer service on July 2022, if I wanted to buy it out the Tankless water heater it would be $1,600.31. Plus, it would depreciate at 6.527% annually. I decided to buy it out in December 2023 thinking it would be roughly $1,495.86. When I called for the buyout i was told it would be $1,719.00. How is that the tankless water heater increase in value? Not sure what business practices they follow. I was on the phone for 6 hours with customer service and it was very difficult to get them for me to buy it out. They are a scammers. I ended buying it out and asking for a receipt. They will charge $10.00 proof of payment. I said thanks for wasting my time and hung up. Try to get out of any contracts you with them. They will suck you dry!

Enbridge served with me with safety violations on Friday nov 10 on reliance's work installing my furnace. this is just one thing on the long list of complaint

I have with this company but this is by far the worst.

Improperly capped venting that can leak carbon dioxide into my home.

apparently CO2 is a joke to this company.

the company I used to fix their incompetence stated "if our guys did this they'd be fired."

Using reliance is a safety hazard to yourself.

I was never told or have anything in writing from Reliance that they would put a lien on my house for renting the furnace & air conditioner more than 7 years ago and we where told it was rent to own from the sales representative, which it isn't.

Recently we where updating our wills and our lawyer told us about the lien, it is for $12,000. I called Reliance and asked them why we where never told about this and she said basically every company does it, that was her answer and when I asked to speak to someone higher than her she said there isn't anyone I could speak to.

Very frustrated

Have been lied to played for a fool ignored and verbally abused by the agents in the billing and customer service departments of reliance hot wate.

Since July I've been requesting calling emailing chatting with the agents at the billing and customer service depts regarding a dollar amount thst is mine from 2 decades of overpayments on a rental of a hot water tank at my previous addrsss.

I have been lied to yelled at. Hung up on and been given a round around for a cheque that was requested and supposedly sent to ne many times.

I have never received my money or any real explanation what the hold up is

I just want my money.. I have never made them wait ir give them a run around when it was time to oay my monthly bill payments. They are rude lies and umcorteous to their customers I'm not surprised that the reviews and customer comments ate the way they are negative terrible unprofessional.

Avoid at all costs. I inherited a rental water heater in my new home. They gave me a quote on purchasing it completely in September 2023 (makes little sense to rent) which I agreed to. They then charged me $500 above the quoted price. I have reached out by email & multiple times by phone, with nothing done about it. They are a scam. Strongly consider an alternative.

I have a Goodman furnace model gmvc960603bna and we have been dealing with issues from day one flaming out etc. I had a tec look at the furnace yesterday 09-10-2023 the igniter was cleaned put back in and blew out a line and he said that we are good to go well the thermostat is showing flame out again this scares me something is wrong and I do not like paying for something that is broken I would like it to be fixed or replace it with a new one.

Paul Whitall

[protected]@hotmail.com

[protected]

At the end of August this year I had a flood in my basement and my 7 year old water tank (rented from Reliance) was not working. Tech was called and made no attempt to fix the tank, just said it was ruined. We called a salesman from Reliance because we wanted an upgrade. We upgraded to a tankless system and were told that we would probably not be charged for the old tank because it was so old and we were upgrading. We hear nothing for a month and then get a bill for $1363.00 from Reliance for the 7 year old damaged tank. I called the customer resolution department and not only were they not willing to do anything about the bill, they wouldn't even allow me to speak to their manager. Horrible customer service and a huge scam to try to charge customers full price for a 7 year old water tank. That price would be fair if the tank was band new, not 7 years old. They told me to go through insurance, but my deductible is $2500! There would be no point.

My home ac was installed by reliance 3 yrars back and it is still under warranty for 2 more years. It broke down on 3rd of august. Called reliance, tech came next day and found fan motor was gone. He said it will be delivered to my home on monday. Since then I have calling frantically everyday and same lame excuse is there that we are contacting contractor for early delivery. Yesterday I talked to one of managers who finally told me today that part id expected by mid august. I confirmed from her that she is talking mid august 2023 or 2024. She was kind enough to announce that it is expect mid aug 2023. I wonder what kind of service, you guys provide. You claim next day but actually, it may take weeks to repair. How can consumers trust you claims.

Noor zia

20 worth ave brampton on l6x3v5

[protected]

Let me begin by saying when the I first had reliance in my home they told me they were installing a rent to own A/C unit and it came with coverage on my already in home furnace (due to A/C unit putting more stain on the furnace motor and filters). I then come to find out that the agreement I signed is for a rental not a rent to own unit. After many conversations with customer service I gave up and accepted my fate of it being a rental, strictly because of the reassurance I have on my older furnace. Every single year when I call to have them do an annual inspection of the A/C unit and furnace and replace the filters I get “that’s not apart of your agreement” and I have to go through a miserable process and fight to get the annual maintenance done and the filters replaced. This company is dishonest and does not provide proper customer service and they are literal scam artists in my opinion. I am tired of fighting for my agreement to be withheld on their end. This company should not be in business.

My 96 year old Mother-in-law discovered her hot water was leaking yesterday morning. Water all over the basement. She called the Customer Service Number and was told that someone would be out to her that day. She was told to stay by her phone as they would call before arriving and if she didn't answer they would not come. She called a second time and was told someone would be there, but could be anytime between 8 and 5. By 3 she had not heard anything and asked me to call. I was told that somebody would definitely be there and could be up until 6pm. She did not get a call and nobody arrived. This morning she called and was told that they don't have technicians available on the weekend. It appears that either your call center does not have the correct information or deliberately give the wrong information. Neither is acceptable. This involves a 96 year old woman who spent the whole day sitting beside her phone waiting for that phone call. Also, she had to turn the water off and when she needed to use the bathroom had to climb up and down the stairs to turn water on and off. I do not understand why she was not given the correct information. If nobody would be available until Monday, inform her of that. Extremely poor Customer Service. The right hand does not know what the left one is doing.

Nearly 7 years ago I signed for rental of ac furnace and was lied to clearly from the salesperson. I ask three times was this a rental, or rent to own, and he replied rent own, and when asked would there be residue cost he said no- they would remove the equipment free, and didn't really want it back. Then he printed out the contract, which had a buyout cost of "approx. $4906.13" which I signed. now they are quoting app.$6800, which is not approximate. The contract ends in November 2023. In addition to this the maintenance service was to be 2x a year, which they changed to 1x a year by phone in the first 12 months, and missed an obligated year prior Covid lockdown. I will not count those missed in lockdown.

Robert Stewart

1830 3rd Ave West

Owen Sound, On N4K4R8

I bought a new house and needed to change the 20-year old water heater. Reliance was the company renting the old one for the old owner (that they never maintained based on the records), so we were sitting on top of a time bomb. So I got a tankless one based on the tech guy that came and recommended that. All my bills would go down, hot water all the time, pressure, blah blah blah. The furnace was also 20 years old, so got that changed too. They also needed to change part of the plumbing that goes out because it wasn't up to code. So they sent a sales guy to talk about the options. We came to a decision and agreed on a $180/month package, which would include the furnace, A/C, and a tankless water heater. And I got the first 6 months for free, no installation costs, they would cover everything. How great that sounds? That was just the beginning. The crew came, did a terrible job, didn't cover any of the furniture or the floor. I had glue every where. The got the walls dirty because they kept touching the walls. The entry door, same thing. It was terrible. After they finished, they were supposed to clean everything. They didn't. I had to ask the guy to come back and clean. He got a broom, and poorly swept the floor. About the glue, they said they were sorry, and couldn't do anything about it. As I said, that was just the beginning. A month later, I get a bill from Reliance. Charging me for the month they said it would be for free, and on top of that, charging me for the old water heater they took away. I called, they said they were sorry, and I would get a credit for that. A month later, I get another bill, without the credit, and charging me again for the old water heater. AGAIN. I called again, they said the same thing, they were sorry, they couldn't refund anything, and that on my next bill I would see the bill fixed. This has been happening for 6 months now. SIX MONTHS. I called the sales guy multiple times, and every time he would say he got it fixed. And here we're. On top of that, this month, I got a LATE PAYMENT CHARGE. They have me on pre-authorized debit, and they charged me for LATE PAYMENT CHARGE on a bill that I shouldn't be paying in the first freaking place. Also, every time I call them, it feels like it was the first time and that I never called them before, so I have to waste at least an hour with someone that doesn't care about what I'm saying, doesn't see what happened in the past, doesn't solve my problem, and provide the worst customer service possible. Now I'm just trying to cancel everything, and find another provider, and at the same time, get my money back.

I purchased my home 8 years. It had a hot water tank rental of $30 per month which I automatically took over. I was informed that the hot water tank is 9 years old right now. I wanted to buy out the tank and I was told that it would cost me $2,036. This is more than what a new one would cost. They offered me one free month of $30 if I agreed to stay with them for a further 12 months. I told them I wasn't agreeing to anything with them. The amount is ridiculous, and the total cost would be over $5,000 if I bought it out now. They have me backed in a corner where I just can't win. I think it is very dishonest and quite disgusting that that is how they chose to make their money rather than offering a good service.