Reliance Home Comfort – Page 10

August 2020

We woke up one day in the winter last year and our water heater that existed with the home we purchased had failed. We have 3 small children and have no option but to call someone to help with replacement as it was -20 outside and we have a exchange furnace that uses hot water to heat the home. Reliance was the only option for immediate need. Upon contacting them, sales rep came and sold us a new tankless water heater. He advised that he would give us a "discount". Monthly payments were arranged and he had me sign his computer for agreement. The document was then emailed to me after signing. At no time did he disclose the term, details or options for the contract or advise to anything with regards to terms and conditions. It was a simple, here's the product, here is the cost, sign this and give me your credit card number.
The terms in this agreement are abysmal. 84 month term (not rent to own). After term of agreement, your only options are to buy out, continue indefinitely with the monthly payment, or give 30 day notice and have them remove the items. This leaves you with nothing after paying for the rental for 8 years. Be careful of what you sign. You could end up having to pay $20, 000+ just to be left with nothing afterwards. We also have an air conditioner with the same terms that we were pushed into at the same time...

I am requesting to allow us to buy out of the contract at the arranged payment as per the terms of contract, then own the equipment. Or I am asking for a lowered payment monthly to $100.00 for both our air conditioner and water heater.

refinanced my home at the beginning of July. Upon completing the documents with my lawyer, it was discovered that there was a lien placed on my home.

After investigation it was determined that this was an outstanding unpaid load from UEI Financial from 2010 for Windows and doors products. I was provided with a payout statement that indicated the initial outstanding amount due was $7, 026.52 as of 11/08/2010 and that interest in the amount of $16, 295.37 (calculated at 24%) was applied for a total of $23, 321.81.

Needless to say, I was taken aback and appalled. I contact UEI financial in an attempt to get more information and resolve the matter so as not to delay the closing procedures on my home. I was met with an account's receivable agent by the name of Lindsay that advised she would attempt to discuss with her manager. I was subsequently advised that they were willing to reduce the percentage of the 10 years worth of interest to 19% and that the new interest amount would be $15480.60 for a total of $22, 507.12 combined with the initial principal.

Needless to say, I was not pleased, stressed, and felt all the points I brought forward were unheard.

The reason I have significant concerns is that at no time in the past 8-10 years has our residence been contacted about the outstanding debt and there was no notification as required by law, that a lien would be placed on the home.

In speaking with my 82-year mother, who was co-owner on the home at the time, I understand the scenario whereby this windows and doors debts originated and went unpaid. However, given the fact we were not contacted or made apprised we were not given the opportunity to address.

I once again contacted UEI financial to address and was provided with Lindsay's supervisor who indicated that she acknowledges the file was old, that the fine was transferred to A1 collection agency in 2010 and she doesn't know what happened after that or why there was no follow up. Being frustrated and the closing of my current property and new property being on the line, I attempted to settle for an amount once again. The lowest settlement I was able to get them to agree to was $20, 000. Despite all the points I provided as to why this was unfair. I even was told that their organization sends out outstanding payment letters and notices every Friday, they confirmed none were sent to this address and had no explanation as to why.

The payout statement was forwarded to my lawyer's office and they attempted to contact UEI financial once again to discuss and negotiate further given the circumstances and no evidence of contact or attempting to collect for many years. It has taken over 2 weeks for my lawyers' office to get to speak to someone. On July 29, 2020, my lawyer called to advise me of the outcome of her attempts to have the settlement amount reduced. Their final response was they were unwilling to negotiate further since I had agreed to pay $20, 000 the two-weeks prior. During that attempt to settle where I was on the phone attempting to negotiate for HOURS they refused to budge and I had a lot at stake, so to reference that as their reason they are unwilling to negotiate is further view into the lack of authenticity and ethics of this financial institution. My lawyer has mailed the settlement amount to UE and indicated that I am paying under protest and reserve my right to pursue legal action against them.

I called UEI Financial to find out what their formal complaint/resolution process is this morning (July 29, 2020) at 11am and was advised by Kim that "they really don't have one", She was polite and I explained to her what my issue was and that I was attempting to go through the formal channels before moving forward with the responsible regulatory bodies. I was placed on hold for some time and advised that someone by the name of Amelie Cote would be contacting me. I await this call.

At 11:30am I contacted A1 Collections, as they were referenced in my initial conversation with the supervisor who indicated that in 2010 the file was sent to them to collect and that she is unaware what took place afterwards (this call was recorded by A1 Collections Recovery as per the initial advisory).

The representative that took my call was able to locate the file and indicated that they had the file in 2010, they made attempts to call a number that had been provided from UEI financial [protected] and were unsuccessful. This is not our home number. The file was then recalled by UEI financial on January 12, 2011 for further follow up and no longer in collections. No contact was received since then. I only became aware of this once again July 3, 2020 when refinancing my home.

It is evident that there were missteps on the financial institutions part and I, as a consumer am the only one that is suffering. At no point and time were we contacted to be advised a lien was placed on our home, as this would have given us the opportunity to address and rebuttal. This is mandated by the Personal Property Security Act.

Our water heater boiler rental was transferred to Reliance Home Comfort for about 4 years, since that time, the equipment broke down more than 5 times when the equipment is still quite new. Finally in Feb 2020, one of the host connecting to equipment was completed broken, leading to a flood in the basement. We were informed that the equipment is beyond repairing and was quoted for a new model that only cost us more than double of the old equipment. We said "no" and got a better equipment from Enercare for half of what we were quoted.

Because of claimed "COVID", Reliance continue billing us for extra 3 months, after the equipment was removed. I called many time in Feb 2020 to March 2020, and was told that their system is down, there is another department job, there is no record of cancellation and there was no record of equipment returned and therefore they will be cancel the billing... I paid three months over-billing as I do not wish to mess up my credit score. (the new supplier also promised to reimburse us for the overpayment as well)

Finally, in mid-June, they stopped the billing, gave me a 40 days credit, but account remain open. I called again and asked them to close, terminated the contract and refund the overpayment.

However, I was informed that they finally confirmed the equipment was returned but I have some protection plan remain open. I told them that the equipment was a rental equipment, why would we have a protection plan on an equipment that we don't own? Than I was told this is another department's job again...

In short, it been over 3 months, more than 10 phone calls and nothing is finalized.

Don't get equipment from them...it will only make you angry when you try to get out ..

Had new boiler and central air installed feb 2020. Boiler lasted 2 days no heat or hot water for 10 days (4 techs at my house trying to fix.Could not start new air system, again 4 techs at my house could not fix, then told me it because to cold outside to start. Phoned may 25th, sent someone from heatmaster company (no idea). Sent another company guy found install was wrongly connected and fried circuit board, transformer, and blower fan, waited 3 weeks for parts, it ran 3 days before flooding my house (unit is in attic). Someone was to come today no one has shown up, I called again told me call back later. This brand new unit was installed 5 months ago and only ran two days. Between the boiler not working and now the air this has been a nightmare, I wish I never made the decision to change. I have also contacted the consumer protection agency to see if I can have all this equipment removed as reliance has not fulfilled their part of the contract.

I requested an email address to file a written complaint regarding an ongoing problem with reliance, the employee at reliance (customer service dept.) provided me with [protected]@reliancehomecomfort.com, after sending email, it was returned saying they do not accept emails?

Whom it may concern, I am writing this letter after several attempts of complaining about my rental water heater with no result. I woke up this morning to no hot water, and the laundry room flooded with water, even more terrifying was the hissing sound that smelled like gas coming from the water heater. I immediately went upstairs and called [protected] and spoke with josh, who told me no one was around to call back monday! Are you kidding me! I then proceeded to look for emergency numbers on my bill, and called [protected] and spoke with a female danny (reference # [protected]-1). She went on to say no one could come out till tues june 23/2020. Even after telling her of the smell of gas! She had the time to tell me that there would be a charge for this service, even though I have protection coverage with this company that I pay for monthly. After having to yell at her about the smell of gas she finally put me through to someone that seemed to be concerned! Less than half an hour later I had ken (lkt210) come over to my house to assess the situation. He was very professional! Managed to calm me down instead of escalate the problem! He could not turn off the water heater valve, (as I could not either) as it was stuck, probably because it is so old, so we in turn, turned off the water supply to the entire house and unplugged the water heater. I expressed my concern to him about the issues I have been having with my rental water heater, and have been having consistently for the last 3 years. Reliance has been charging me a rental fee for 11 years plus! My basement floor is rusted out and after complaining several times to them about not having enough hot water, and requesting a newer water heater, to no end they failed me. Approximately 1 month ago, I called reliance and complained for the last time, I was so fed up, after telling them I have paid for this water heater 3x over in 12 years! Think about it: $17.94/month for twelve years! I thought about replacing my water heater myself. What am I renting for! Something that is rented should be replaced if it is not working properly and rusting out at the bottom, and rusting my floor. I never heard another word from reliance, and yet when I pulled up my bill this morning, (please see below) it says that dispute number [protected] has been resolved? First of all, do you not think I should have been contacted about this resolution? Furthermore, what is the resolution? I now have no water in my house until at least tuesday! (and I was informed I have to pay $99 on the rented equipment) minimum for them to check the situation out on tues? Really, how has it been resolved? I am demanding a phone call from someone who actually gives a sh — ! [protected]. After writing this email, I will now be looking to purchase a new water heater! And only have to pay for it once! I want answers from someone that is not going to pass the buck anymore!

Reliance keeps sending me invoices even I am signed in to pay through enbridge, every month receive an invoice from them with late fees, ihave total they promiise to fix hit and next month I receive the invoice again. I am tired of this, I don't know what to do and what are my rights? This is the worst company I ever deal with -

A technician came to fix the ac on 05/23. He advised that the ac needed a replacement part and that the part would arrive on monday for installation. I then called back on sunday to confirm and was told that I would get priority once the parts arrived. The parts did not arrive on monday as promised. However we just received them (wed 05/27). I called customer service as was told to when the parts arrived. I was on hold for over a hour before I got a hold of a rep who told me that the earliest appointment would be sunday. I stressed that I was promised a priority appointment. A request to speak with a manager was denied. They reneged on this promise and am now being told a tech wont arrive until sun. I am a very upset customer because I now have to wait a whole week in a "hot house", with a new air conditioner outside.

Such a shame for the kind of business to exist. We got sold on a monthly furnace protection plan when our furnace broke down being promised that the onsite diagnostic fee will be covered regardless of whether we choose to go with the suggested repair and quote. Called in multiple times, got guaranteed that the plan is cancelled and there would not be a charge. Come the next billing cycle, we saw a charge - what a surprise - that's comprised of the diagnostic fee. When I called, the rep was adamant that they did nothing wrong and the fee was a legitimate charge. None of it was legitimate when you coerced us into signing up for something so that you get a sale based on false information and promised. Also, the team where you can dispute charges is only working Mon-Fri 9 to 5 and no one can offer you a call back... Way to charge customers without consent and make it so hard for us to get our hard-earned money back. Shame on you for treating consumers like trash! Do not recommend! We demand a full refund.

premises # 5959338
FEB 3RD

Let me tell you of our EXPERIENCE with Reliance!

First your guy shows up by himself and is expected to move the new water tank himself down stairs? If my husband and his friend were not there, that would not of been possible. They had to help him bring everything in.
SECOND: Installer ran the hose OVER the duck work and down and round the furnace, If he had just ran the hose directly into the drain along the floor, where there was plenty of room to do this, none of this would of happened, as it was the pressure of the water have to run up the hose and then down again that cased the hose to pop out of the drain. Your employee did not even notice the hose popped out until my husband and he friend ran in and started yelling to shut everything off but by then it was too late and the water flooded our basement.
Gallons of rusty smelly water, all over our floors and rugs…see attached pictures. PLUS WE HAD TO START THE CLEAN UP WITH SHOP VAC, HE DIDN'T ASSIT!

We now have to move all the furniture out, as we have to rip up the rug in the one furnace room, and rip up the wood laminate floors in the other room right away, as we do not want MOULD to start, and the LAMINATE FLOORS, are starting to swell and buckle, plus the smell is disgusting!
We had to buy bleach, to clean the floors to prevent mold.
My husband who has a heart condition, had to clean up and rip everything out himself! We just put the laminate wood floors in last year, ALL THAT HARD WORK RUINED DUE TO ONE DELIVERY BY RELIANCE HOME COMFORT!

We sent in our bills, and quotes and didn't even put in the labour and your representative has come back with 809.50, and that doesn't even cover the flooring?
All this total nightmare, because we needed a new replacement tank and Reliance doesn't have the decency to give us the monies owed to us ?
honestly it comes to 1089.13, and you cant even meet that amount!

I'd requested to close my maintenance account with this company as their service has gone downhill over the past 2 years. I was first told my account was closed by someone in their billing department. I was later told I need to call another number to close it, so I did. She confirmed my account was canceled and mentioned no fees, apart from my remaining bill, which I had paid with the other department. 2 weeks later I get another bill from them for an entire year's worth of services from them to September 2020.

Dear Sir,
I am sending this message to you for your perusal and action. A couple of years ago a company approached us regarding the above noted. They wrongfully held out the threat of hard water in our area. Having come from Cambridge, On. where the water is really hard and a softener and water filtration system were extremely helpful. I had already considered the option here in Ottawa but had not pursued it. At the time of their visit, although I did not know it at the time. I was experiencing medical and related mental health issues.
We were told at the time it would cost us a total of $80.00 monthly. My wife was dead set against it, I am embarrassed to say but in my mental state, I did not listen to my wife, did not want to wait, research and have to reconnect later. So I accepted. It has very quietly jumped in price by 50%. This was disconcerting. Fast forward to post surgery and psychological assistance. I began looking into the hardness of the water in our area. Which is to say non existent as the water in our area is from the Ottawa river, not ground fed. Realizing at this point I'd been had. I phoned your company to try and buy out the 10 year contract. The price was astronomical/unrealistic. I know your company did not sell this equipment but you now hold the contract. I do not want this useless piece of equipment in my home. I would like this resolved. I dislike intensely paying money for equipment that is virtually doing nothing.

Mike Bissonnette
Add: 344 Brigitta St.
Ottawa, On. K2S 0H9
tel: [protected]

Mon-Dec-23-2019 no hot water not even 5 minutes. We tell Paula hot water runs out our son is still is covered in soap and cant rinse off . Paula tells us i dont understand why you are so upset. We asked her to talk to a supervisor. She is a supervisor. Nothing we can do there will be service tomorrow. We had to heat up water on an electric stove so our 9 year old son can finish the shower. I never had such a bad experience. No 24h service. What kind of supervisor is she. She cant provide service and doesnt want to listen to the complaint. Paula needs retraining there is no customer is first. When she talked to us she could not care less what was happening. Paula is very rude. I was soo upset i don't recommend Reliance Home Comfort to anyone.

I recently moved to 3620 Dandurand Blvd in Wondsor ON and took over hot water tank rental. As for AC rental, Reliance agent told me over phone that I have to sign an Assumption agreement. The did not want to send it to me, since it is a legal document. I provided my lawyer's information but it's never been sent to my lawyer
Since more than 6 weeks, I've been talking to both Reliance's Custumer care and legal department, so did my lawyer by email. But intead of sending the documents to us, they keep calling the previous owner who keep asking me (and he's right) to take care of the issue.
This is why I feel indirectly assulted by reliance.

Please, I need someone to diligently and responsibly take care of this matter.

Thank you

Serge Akpagnonite

1) November 12 (Tuesday): Reliance Sales Person visited to inform & test the hardness of water and signed Lease Agreement. At the time, all benefits of soft water were told, but did not mention that it was Salt Base system & its effect on health
2) November 15 (Friday): The Reliance crew came and install the system with salt equipment attachment.
3) November 16 (Saturday): Called reliance call personnel & inform that I have a medical condition for which salt intake is strictly monitored and controlled. I also informed that as I was not informed by the sales rep about salt based system, I requested to cancel my agreement and restore plumbing as was before the installation. I also informed that my request is within the cooling period of the contract & as such it should be done immediatly. I was told that on Monday someone will call
4) November 18 (Monday): I called customer service & inform again my request. Again the service rep told me that Manager would call.
5) November 19 (Tuesday): Again I was told the Manager will call

I have not received a courtesy of a call back. I fail to understand Reliance understanding of the legal obligation of the contract. My health has started getting affected. Before I put my on-line review, and add to the list of long consumer complaints, I give Reliance Management a chance to respond. My Contact Info

Aftab Zia
214 Castlepoint Drive, Woodbridge, [protected]

Reliance Reference of calls: Case # [protected] & [protected].

Thanks

Awful Company, we are looking to file a complaint with BBB this coming week and cancel ALL services with Reliance... We have canceled the water heater rental, it was picked up on October 17 without problems. Then, surprise! On October 30th I received an email with the next billing summary... THIS AMOUNT INCLUDES A WATER HEATER RENTAL CHARGE FOR THE NEXT 3 MONTHS and no prorated adjustment...

Called billing on October 31, 2019 and, after being placed on hold for almost ONE HOUR, I have been reassured by the billing department that the actual charge will be adjusted right away, from $259.12 to $139.98 "and not to worry"... I've even asked if the adjustment will show on my online Reliance account and he said that it won't, but, again, NOT TO WORRY, my credit card won't be overcharged!
Imagine my surprise and anger when checking my credit card statement today and noticing the Reliance charge... YUP, $259.12! At this point, I am done dealing with Reliance, it is NOT the first time they make mistakes and don't adjust my payment as promised... At this point, I am done dealing with Reliance, I will call and cancel the account and all services, notify BBB and the credit card company for refund. RELIANCE IS A SCAMMER!

A month ago Reliance Home Comfort started calling me and leaving messages that I owed them money on my account. I have never had any dealings with this company. There is no such account. I spent considerable time today navigating their company departments by phone to find out what is going on. It seems my home address was magically signed up in July for a service plan! When I requested to be removed from these nuisance calls the woman started to pitch me on their plan. Just unbelievably dishonest of them and I told her I would NEVER choose them after this.

Monday December 4, 2019 - I realized when turning on my furnace something wasn't working as I had no heat, I called reliance to book and appointment which was scheduled for Monday between 10a-2p. Since I was working my mother came over and sat in my freezing house waiting for this appointment. This technician arrived and examined to see what the issue was an informed us that the circulation pump was not working and that we would need to call and have a furnace tech come to assess. I called and someone was able to come that day between 1-5. I then called my mom to have her go back to my home. My mom again waited in my freezing home for them to arrive. I spoke to her at 4:08 to ask if they had been there, she said they had not, so I proceeded to call. After holding for over an hour over 3 separate phone calls to reliance that day. I was informed that someone had come at 4pm and waited for 10 minutes and no one was there. Mind you I have 2 dogs that were down near the door and my mom was sitting waiting. When we spoke at 4:08 she actually went outside to see if she had missed something. No reliance anywhere to be found around the complex. So there is no way he stayed for any amount of time. They refused to send anyone back and also refused to set up an actual time after wasting 8 hours of my mothers day having spent it in my freezing home. They also had my mothers phone number to call and did not do this either.
I call them back to inform them in fact no one had been there, without coming right out and saying it they basically continued to tell me I was mistaken.
I asked for a supervisor and was told they were busy and would they would call back within the hour. I was busy so gave them my mothers number to discuss the situation.
My mother informed me that she spoke to someone named Asia, who did not ask anything but proceeded to go on about how things were going to be. Asia was told to be quiet and listen because customer service is about listening to the customer then finding a way to make things right. This company sure does put a lot energy into making people as though it's their fault and avoid doing something to make it right.
Asia offered my mother 2 months free water heater rental, my mother let her know that she couldn't accept anything as she is not the account holder but that she would need to talk to me. Asia again later in the conversation suggested that my mother could just accept the offer and again my mother refused. They did nothing to expedite the service as their technician never came. Protocol was explained by Asia is for the technician to leave notice they had been there which they did not, so they have no proof he ever came to the door. Which didn't happen, clearly.
My mother asked if the call was recorded and that it be reviewed by someone higher up and have a better resolution to this issue.
I attempted on Tuesday November 5th to contact Asia to finish this discussion regarding making things right. I was met with every road block possible, people refusing to let me speak with Asia, or a supervisor.
This is ridiculous. Now my mom has been sitting in my freezing home doing me a favour for over 12 hours the last 2 days since I need to work and can t be sitting there all day for " reliance" funny name in this situation to come through.
This needs to be rectified, they were all over pushing a service package which doesn't even help me in this situation. To top it off the part is shipped to me and then its up to me to try and get them here to complete the service. How is this at all quality or reliable customer service. It's not! every time I call I am having to tell everything again and been stone walled around speaking to someone with some authority, not ok!

I want someone to contact me directly and resolve this and make it right. Forget 2 months free water heater rental for all this wasted time and effort try 6 months to year minimum. Our time as customers is clearly not valuable to Reliance Home Comfort.

Acct#[protected]
Our son and his partner rented a water heater and furnace Dec. 29, 2008. As they were new home owners and had bad credit we the parents had to co sign on the agreement. We were never never contacted from Reliance (they had our home number, address, email address). Oct 2013 we purchased the home from our son and were informed at that time there was a lien on the house for $3, 722.56. So thinking this was the water heater and furnace we paid Reliance $3, 722.56. conf #041223. March 2019 we sell this property out and our lawyer informs us there is another lien against this same property for $11, 031.64 for the furnace. We were advised to pay the bill so the sale of the property would not be delayed so we paid it. At that time we tried to negotiate with Reliance offering to pay $6762.80 (the cost of the furnace including HST of $1762.80 plus interest of $5, 000). They would not even talk to us. We asked why this was not brought to our attention 5 years earlier when we had to pay for the first lien but they said they did not know. We asked why they never contacted us to pay the rental of the furnace as we had co-signed but they said they didn't have to. How were we supposed to know that our son never paid the bill and why was this not brought to our attention 5 years earlier? The same account number was on the water heater rental and the furnace rental. We believe Reliance has a moral obligation to talk to us. We would like somebody to contact us regarding this very emotional and financial hardship.