Reliance Home Comfort

Hi there, I have been a customer of Reliance home Comfort for 5 years now. My name is Elyse Lebel-Roy, my address is 106 eclipse cres Ottawa Ontario k4a0w1. My phone number is [protected].

5 years ago, I got a rental air conditioner from Reliance. When I was sold the unit and the whole service, I feel like I was convinced with false information. I was told that the rental unit was pretty much a and I saw it as a great opportunity for more coverage and an buy out.

I called last week, as I am selling my house and my realtor said, no one would agree to take on this lease. And was told after several minutes that the buyout was about 2800$ + taxes. Now after sitting down and trying to figure out how they got to that number as a brand new air conditioning that we have bought for the new house was 3000$. I have now figured out you guys most likely are charging me the remainder of my contract with you.

So I have now paid 6000$ towards this air conditioner and these services, that I honestly never even used, check your records, I used you guys once in the 5 years for a check-up that lasted a whole 30 minutes. And your now telling me I Still owe 3000$ for this air conditioner.

If your employees would've explained what exactly entailed this > why would I agree to this rental if I end up paying about a good 9000$ for this unit. Who would ever uses 6000$ worth of services? If I new how much I was paying towards services, you would think that I would be using them way more then I had!

You guys do false advertisement by not explaining the whole to your clients before signing.

I can literally buy a brand new air conditioner for the same price as the buyout on my old unit?
This is completely ridiculous, and I would love to hear from someone who can justify charging 3000$ on the buyout of a 5 year old unit, I can guarantee you that my unit is not worth anywhere close to that! And why would I pay for a remainder of a contract for "unlimited servicing" if no one will be able to use these services?

I am quite upset, and feel extremely cheated in all of this. Knowing this 5 years ago, I would've simply financed this unit through a different company.

Reliance case number (case #[protected]).
• In Oct 2017 I was sold by one of your sales Reps an A/C Heat maintenance plan for $19.99/month for my Condo.
• In Nov A/C broke down and appointment was made Nov 21st 2017 but no one showed up and appointment was rebooked for Nov 22nd 2017. For that inconvenience, I was credited $50 in my account.
• On Nov 23rd the technician came but couldn't solve the issue and said he will file a report and have someone else come over.
• Another appointment was set on Nov 27th 10-2 and your rep said they will send their house Top technician but no one showed up again. Later on I received a call from reliance help line saying that we you apologize for selling me this protection plan as you don't service high rise condos and that you will cancel the plan and stop any payment due. With no choice left, I called a 3rd party company and had to pay them $740 for the repairs of the AC.
• I called your consumer resolution center and had Crystal offer me a 3 months free maintenance on my other account. I declined the offer saying that I was sold a protection plan that I shouldn't have been sold, so I was mislead to believe that I am protected and therefore Reliance should pay for the full repair cost. If I wasn't sold that plan, I would have got another plan with another company and I wouldn't have had to pay $740 repair cost. Simply speaking, you sold me an illusion, a plan that doesn't exist and I counted on it then discovered that I wasn't protected.
• Crystal argument is that I didn't have to pay for the plan so there is nothing more she can do…my counter argument is that I didn't pay cause the plan was cancelled before the first payment was due and not because I canceled the plan. The plan was in effect when the AC broke down and I was entitled for free repairs. Again the issue is that I was sold a plan that I shouldn't have been sold.
• Crystal went on to challenge me saying that I didn't specify it's a high rise and she said she will go back to trace the call. I said go ahead as I am 100% sure I did mention it's a high rise condo during the sales call + you see above there is a technician that came to the unit and after reporting the issue I got an appointment for another technician. Its simply a sales person from Reliance that didn't know that high rise condos don't qualify and therefore its your fault and not mine. Crystal called me back saying that the call couldn't be traced and I should accept the 3 months offer.

What I am asking for:
• Credit to my account by $740 of the repairs
• Failure to help me, will leave me no choice but to report this to the better business bureau for false advertisement and selling me an illusion plan as well as taking this to the small claims court.

I signed for maintenance plan with Reliance on 1st Feb and after a trial period the plan commenced from 22nd Feb on 25th March I had 2 issues.
1.My upstairs washroom bath faucet was broken
2.My Basement wash room faucet was leaking.

The technician came on 26th had a look spent around 15 minutes and he wanted me to get the bathroom shower handle (metal) from Moen Canada i called Moen but I never could reach them and they needed to go online with the right part number.I spoke to reliance that this part is available in any plumbing store but they were not willing to get it.hence i had to cancel the plan and they have charged till 26th March.I got hold of another plumber and the issue was the cartridge i side was stuck.I bought materials for 165 and did the repair. I need to compensated for the time wasted for the repair plus the cost of materials.

Briefly : I had called up customer service when I noticed the kitchen -floor, that is located above the furnace felt warmer than normal.
Dino the technician who checked it assured me it was absolutely SAFE & left.
He had mentioned casually that the pipes that builders used, often leaked carbon - monoxide
.later his random comment hit me & I freaked out.
I called customer service, to get a second opinion.I was told very firmly my furnace was FINE.
It took a great deal of persuasion for them to send Steven who was accompanied by another guy . They immediately got down to telling me, " the furnace was very DANGEROUS . I was lucky to be alive ", thank God you freaked out."
Shorly they were joined by another guy.He was introduced as the senior technician.He did not bother to even look at the furnace & started advising me about the best furnace etc
He said it was my good fortune he happened to be carrying brochures & forms because he was filling in for a sales agent!
Steven wanted the furnace replaced right away.
I had an uneasy feeling about the way I was being pushed into buying a new furnace, & told them I wanted a neutral opinion.
I got the shocking reply "No you cannot do that.I have already shut it down & put a Red Flag on it..Embrdge will not accept any repair work . No one is authorized to touch or fix your furnace now ". A blatant lie.!
I protested, was then told I had already signed a paper about the Red Flag.
I normally sign a paper whenever any service work is done, I was not given a hint about the Red Flag.I had not even worn my glasses.
I knew I had been taken advantage of because of my age.If I had to buy a new furnace it would not be from Reliance!
My grand kids & I had suffered in the cold for days.I complained repeatedly by phone & email about the need-less expense of a new furnace.
I was told Steven had a witness, my furnace was indeed very dangerous
If that was the case then Reliance could have killed us all.
Dino had reported it as absolutely FINE.
Steven came more than 48 hours later .
Both gave totally conflicting reports. If I wanted to be greedy I could have reported Dino, that was a major negligence.
Reliance is lucky, I am complaining about Steven, for putting us in extreme discomfort for days His intrigue forced me into buying a new furnace.

It transpired later the kitchen floor had felt warmer than normal, simply because we had raised the temperature on the thermostat, because of the bitter cold that struck Mississauga that week.

I have been trying desperately to get some justice,
Ms Dawn insists Steven was in the right, She should understand, in that case our lives had been seriously endangered .
I asked her "How is Reliance going to compensate me for endangering our lives? "
Her reply "We can give you $200 as compensation " I can hear her words ringing in my head.
I have conveyed my grievance to the manager also.
He was supposed to resolve this but I am still waiting.
Rafia Naeem

Could you please, help with this problem!
I'm desperate and very frustrated, my billing is coming with $208.46 and starting to Charged from December the 3rd. If the installation was on December the 14th.
Amount to be charged is $137, 00 per month that the contract was signed and it shows it.

And why? The Charges are from Dec the 3rd if the installation was on December the 14th. Acordd to the law they have to go with the arrangements.
I called several times between to the billing and customer care depto, and they kept saying it'll be fixed but it didn't, the last people a talked was her name Norma fom the Customer Care Depto she told the bill was fixed but according to the last bill it didn't because, today February the 9th I recrived a new bill showing the wrong amount of $208.46 per month instead $137.00 monthly.

Attaching contract
Maria Ornelas

On January 6th, we phoned Reliance about a suspected gas leak in the home. We just installed a new propane furnace in August 2017. The rotten eggs smell was mild, but it was spreading in the home. The associate on the phone had no idea how a propane furnace operates, and told us to go back in the house and turn on a space heater as it was -35 outside and we had evacuated the home. If there really was a gas leak and somebody in our position listened to this associate, they could have been setting off a bomb. The fact that somebody working for a HVAC company could be so ignorant is just incredible and beyond dangerous. Thankfully the situation was resolved after phoning the local fire department. We are still waiting for a technician from Reliance to repair the furnace after an inspection from Canadian Electric deemed the installation incomplete. Somebody was supposed to come in December, and we are still waiting. I phoned Reliance again this morning and escalated the situation and I am now waiting for a supervisor to phone back. We have had nothing but problems with the initial installation and employees of Reliance providing false and very unreliable information.

Hello

After long time calling to Reliance Home Comfort to set an appointment for my water heater due to leak, finally I got customer service to det appointment for January 1, 2018. The day of my appointment no one showed or even called me with cancellation. After long waiting time on the phone to find out what's happened with my appointment for my water heater I finally got a new appointment date for January 4, 2018 and was no show again. I would like to know what is going on and who will be responsible for soon to be damage if the relife valve completely gets loose and water will get all over my place. I have two references # from who took my appointment dates. I hope I will hear from someone soon and not to be ignored.

Thank you
Agnieszka

I have a 7 year old furnace and have been paying $39.99 +tax for heat, cooling and plumbing plan.
Last night we came home and the and the funace was not working. No heat. I called the 24 hr # and told no one can come til the next afternoon. The temperature was -20.
The HVAC technician showed up with an apprentice. Did not offer any business card or introduction.

I explained the problem and told them I have been etting hat by turning he power to the funace on and off every 15 mins since last night.

Immediately he went about the funace looking fora faulty part that was the most expensive and not covered. He told me that the secondary heat exchanger had to be replaced at a cost of $1089+tax and would be turning off the furnace as unsafe unless I agreed to get it repaired.
I told him I have been paying for the protection plan and it should be covered. He said not covered and issue me a invoice quote and a reg tag to my gas company to shut off th gas.
IS THIS CUSTOMER SERVICE?

RELIANCE HOME COMFORT HEATING, COOLING ANS PLUMBING PLAN IS A WAY FOR THEM TO MAKE MONEY. DO NOT PURCHASE***********THEY WILL NOT HONOUR.

Hi

Issuer- Reliance home comfort - hot water tank
Account#- [protected]
Date - DEC 09, 2017
Client name - Rolick Ghesani
Complain - Repair
issue - no hot water -repair or service appointment given after 24 hours
Reason - NO heat is priority not NO hot water (2nd time in 20 days-1st time is was resolved in 24 hours and same thing happened)
contact#[protected]
email address- rollick.[protected]@gmail.com
service repair confirmation after 24 hours #RCQ8628978

I spoke to customer service and Supervisor they said our priority is no heat not no water at this point as we have festive season we have people to take shower but that was not given any priority as its a urgent request, when its really needed no service provided they did not push or even tried to say that they will try to get someone, its not a big deal as they have technician to work on like this was an urgent request it wont take much time as well.

I was given an appointment next day 1 to 6 window not on same day with same reason no technician available our priority is NO heat not no hot water at this point. I believe work will not take more than 15 minutes to solve it temporarily.

I'm paying $54.74 monthly as hot water tank rental and to get service on time, how is it possible that they have no technician to help when its badly needed same thing happen twice and setting their priority by themselves, so now they think we have to wait more than 24 hours as we have no hot water complain.

Please take an action immediately so client like us which has no power but to listen them, as I'm writing now(DEC 09, 2017 10:45 AM and getting appointment next day DEC 10, 2017 between 1 to 6) I don't know if that issue will get bigger and I have to face bigger consequence.

I would appreciate your help and action taken against them.

Rolick

Absolutely the worst, most stressful experience ever. I have called and asked to speak to Managers, supervisors, someone in charge and get nowhere. We have a rental water unit, brand new financed furnace unit and AC unit. Someone just showed up at my door to say we are behind in our AC unit payments (only the AC unit) and that financing was not provided for this. When we had it installed financing was approved and we signed a contract. Now, 6 months later we are told we have to pay the entire amount in 7 days or the equipment will be removed. How is this our fault? We were told it was approved, we THEN agreed to have it installed, it was and we have paid our bill up to date since (assuming AC was covered under "home comfort service." Suddenly a note is taped to our door in red marker threatening to remove equipment in 1 week if we don't pay $3500?!

**sent the above to customer resolutions and received:

I am concerned with the information your provided below. Reliance does not send collectors door to door, nor would we ever reposes the units from the home. The person who came to the door, did they have identification or paper work that they gave you?

Your account with Reliance is not past due. On the account you have the rental of the water heater and the furnace.

If you can provide further information about this person that came to the house, I will be sending this to our privacy office for them to be aware.

Thank you for your time
**Information sent along with a photo of the notice that was taped to our door and written in red ink

Nothing has been sorted out. We were told this same manager who put up the "red notice" would call us. He is part of the problem, not the solution and has refused to sort this out to date.

Why is it so hard to get a phone number for someone who DOES care about customers? Or at the very least, his superior? I asked, and was told this same salesperson would be in touch. Ridiculous

September 4, 2017 a hot water tank needed to be switched out in my house and Reliance Home Comfort sent out a representative who determined I needed to have a specific tank installed; representatives came to install, who then informed that the tank could not be installed and a different tank would be needed. Third representative came out and said that the newly suggested tank could not be installed and I would have to go with the first one suggested. **Please note, all these representatives came out on different days and I had to take these day off of work.

A new date was given, which on that day I received a call from the person who was coming to install the tank...and they did not show up. I called Reliance, who advised me that they did not have me scheduled that day (even though I was provided confirmation from the representative who was at my house a few days prior.)

End result, I made arrangements with Enercare for a hot water tank installation. I called Reliance and advised them that I was going to be moving over to Enercare and that Enercare would be returning the hot water tank, and to PLEASE cancel all services I have with Reliance.

I have since received bills monthly stating that the hot water tank has not been returned (but I do have a copy of the Reliance Water Tank Return Receipt. To date, I have had to call because I am still being billed for the tank and for a protection plan that I also had asked to have canceled.
I made a call again today to Reliance to have this addressed. The person on the other end is "assuring me" this will be taken care of.

I guess we will now wait and see.

Suggestion: Have all Reliance personnel be on the same page when it comes to installation, suggesting a product, and even customer service needs to be on the same page with cancellation of product requests by customers.

I will never refer or use Reliance Home Comfort again.

After a very frustrating exchange with Leo [protected] I still do not understand what is needed to close out an account. Leo says I need to provide the new owner information, I asked Leo was this part of the signed contract for the water heater? Leo says no. I ask what is our legal obligation to close the account. He says I need to provide the new owner information. So we talk in circles and I still have no idea what, in the era of information privacy, I am supposed to provide about a new owner. .

Isn't getting the new owner information your job not mine?

Leo can't answer this question.

In any case account#[protected] is closed. The account has been paid in full.

Someone on the customer service should be able to answer the very simple questions above.

I am as shocked and angry as all others who have written similar complaints. i entered into an agreement with Reliance to rent a water heater and AC. I pay monthly and have never missed a payment. Putting a lien on my house was never mentioned. Imagine my surprise and shock when re-doing my mortgage to find there was a lien on my house to the tune of $7, 100!

This is a sneaky and underhanded way of doing business Reliance and I will be sure to tell everyone I know not to do business with you.

I would rather you come and take the AC and water heater away!

NOT IMPRESSED!
[protected]@thespec.com

Call last week and made an appointment for 7-11 aug. 11, to service the unit leaked significant water

-Drain is not block outside
-Tried shutting off unit for several hours and after turning on it again leaked significant water after a while

Got a call from the technician at 7 am and he said that he was off so they should not have booked him

I ask him to call and ensure another tech comes out but there was not call after 30 mins so I called reliance

They said another tech would call me when they are in their way.

About 8pm I got a call from a reliance rep saying no one is coming tonight and they need to reschedule for Sat the 12th 8am to 1pm. I explained they we needed the tech to prioritize us as we had an out of town wedding leaving in the am

She said she would call back.

10 pm after no call back I called and asked for an update. The rep said they were not able to prioritize the tech.i explained thw good customer service would be for reliance to make good on their mistake by providing a guaranteed arrival before 10am as we had to leave by 1130am. No success

To add insult to injury I had setup an account between Rogers communications inc. and reliance when I purchased the unit in 2015. In addition when I first made the service call appointed I signed up for a maintenance contract.

I feel reliance customer service has not corrected the mistake made in any way and we are without air conditioning for how long is unknown at this point.

I feel like pulling the Rogers account. Please response with remedial action

Thanks
Dan Ouellette
11 Belsize dr
Toronto on
M4s1l3
[protected]

My husband passed away in February of 2017, our house thank God is paid off. I came to find out there is a lien on our home through reliance. We had AC/Furnace/Water heater installed in 2011 under the impression through the National sales person that any moneys paid monthly would go towards the purchase of these appliances. We have paid well over $10, 000. I finally spoke to someone at reliance who sent me scribbled on a piece of paper, not an invoice. The buy out price well over $8, 000. Really close to 18, 000? I cannot afford the $178. monthly that comes out of my account, plus I believe a 3% increase annually. My bank has tried to find out an exact buyout price from Reliance, to no avail. I have written letters tried to email with no response. We have never had a service call done., we never received any rebates that were promised. Is it worth seeking legal help with this matter. I have never had to deal with such a scam, that nobody seems to be able to go up against.

We have been with reliance for 11 years our central air unit had broke the down the second week of june . We called them to come take a look and it was the condenser and fan we were told they were gonna order the parts and be fixed the following week. To our surprise the parts never showed up after waiting at home the whole day, we called 4 times after and again they say the parts are being delivered but again
After waiting at home all day parts never showed up, then we get a maintenance guy who was suppose to come fix it and ask us if we had the parts. The purpose if this is reliance is accusing us of stealing the oarts 11 years being with them and this is how we get treated. We told them if its not fix we are doing a stop payment. Unbelievable how they treat their customers. Now we are trying to get a number of the main office to contact them and get this matter fixed its been 2 mths of getting tge run around and not impressed. Any help would be great.

As per your commercial and sales person told we would get a $500.00 check in the mail within two weeks and to date we have not received it.
The air conditioner was installed on June 22, 2017.
We have tried to reach the sales person by phone twice and also sent a e-mail to her and she has not replied at all.
Called again and spoke to a Donna and never got back to us. Called several times but the voice mail was full and would not accept any messages.
Called and spoke to Mary and she did get back to say the sales manager would be in contact with us on Monday. We have called him several times with no response. This $500.00 rebate was if they were unable to install the next day and this was installed six days after purchase as per the sales person who again has never contacted us.

Acquired new furnace air conditioner from them. With once a year inspection, since inspection nothing but problems three appointments later one that was cancelled 1 hour before to arrive and a total of 2 days having to be off work as 4 hour windows. Finally found a part was malfunctioning new one ordered another 4 hours to wait for technician.

Accounting were suppose to cancel old plan as new equipment, did not happen they opened a new account and were deducting from account. Called was offered a credit which did not seem to matter as three months in a row have deducted from account regardless of credit.

They blame on accounting system not smart enough is it really the system.

On May 13th reliance sundan a technician to my home to service the air condition outside two and a half almost 3 weeks later and half a dozen of phone calls they finally came and fix the air condition so they say today is June 12th I called them again that my AC is very noisy you cannot even barbecue at the back they say they will send a technician on Wednesday which will be 3 days after I called I told them please fix it right this time which I have a daughter with disability she's in a wheelchair the whole time and she sweats a lot if it's hot I told them the very first time but they don't seem to care I don't recommend them to nobody.