Reliance Home Comfort

An annual cleaning service was provided for rental furnace. Our first cleaning on October 20th went well but unfortunately the technician didn't have the right filter so he inserted a temporary filter. He sent an order for the company to send us the right size filter. After several months pass I called service department requesting them to send me the right air filter. Still waiting. I've called 3 times now and getting frustrated. I understand these large filter are expensive but it's part of the rental agreement for them to provide them. All I request is that they send a filter for Smart Air Rack, Carrier as per requested from the work order service call: RCE 7228916. Thank you Denyse Lepage

Account Number: [protected] We informed Reliance around 10th Dec 2015 that we have sold our house and will be moving out on 15th Dec 2015. We also have it in the agreement with the new owners that the water heater is rental from Reliance. Today we receive an ebill from Reliance asking us to pay for the month of Jan 2016. We called Reliance service department and spoke to a very rude person by the name Naila. She said that we had never informed them of the move and that we would have to pay the bill until today as the company policies have changed and they cannot do anything about it. I then asked her to connect me to her manager. She said taht the supervisor was in a meeting and could not come on the phone. I then requested her to let me speak to the complaints department. She brough someone on the phone by the name of Noel or Noah and she also said the same and refused to even consider that we had called before. It is a shame to see a large company like Reliance Home Comfort steal $28.50 from hardworking people like us. Further there is no guarantee that the account is closed and that we may be billed again next month. Shame on Reliance. Never deal with them again.

To Whom it may concern: Very Dissatisfied customer that will never buy a service from Reliance again. After a fraudulent mistake by company resulting in time and money wasted. Then after there is a mistake that Reliance / UEI Financial or 2035881 Ontario Inc that is old and not longer used...convenient. So company 2035881 Ontario Inc. Placed a LIEN on my home for $11, 600. On account M178220 and there is a $0 balance on account. Called customer service and was told on Oct 29 that UEI Financial had a LIEN on property from 2009. I was not aware of this until refinancing Mortgage and a project to better home. Was sent to Legal and dealt with AT rep in Legal. I rented a water heater and extended warranty on our furnace and air conditioner. Was quoted for a new HVAC system that was $3000 more then local competitor when AC broke down. I returned the water heater and went with competition. After return of water heater and confirmation I received a final bill for (-$6.78) credit on account. Final notice all good and never received the $6.78? Who is at fault? That was 7 years ago. I talked and emailed to legal department on Oct 29, Faxed and sent in all info on Oct 30, Was sent the letter releasing account at $0 on Nov 16, Nov 23 couriered a BANK DRAFT for $100 out of my pocket to fix a mess that was not mine. The courier confirmed drop off on Nov 24, called Nov 27, emailed Nov 27, 29 and Dec 1. Ms. Thompson has not provided me timelines to complete removal of LIEN. Costing me interest, penalties as I cannot have funds released. The kicker to this all is IT IS NOT MY FAULT! Would be nice to have responses in a professional time frame. Get back to me I need this resolved over 30 days for no reason. Michael Bozzo [protected] [protected]@live.com

To begin with, Reliance does not offer the least expensive Geo Thermal system in the area, but I trusted the name, so decided to spend more to ensure quality installation and service. What was supposed to be a 2 week job, turned into a 2 month job. They had to install duct work in my house, and the result was crooked and uneven ducts, holes in my floors and ceilings that to this day, do not have a cover on them as they are odd in shape. This is just the beginning...The unit breaks down this July and after 10 hours, yes 10 solid hours of dealing with Reliance on the phone, they submit a work order. 48 hours after I call them, a Reliance Service person shows up to my door. It gets better...I get a sales call from one of their reps and they convince me to buy their annual protection plan. I call last week to set up an appointment, and they promise to show up the following week between 1-5pm. After taking the day off of work, I call them at 4:45pm and inquiring at to their whereabouts, and I am told that they do not service Geo Thermal units. Liz, Employee #1420, gets rude with me on the phone and curtly tells me she will credit my account for the 4 months I have been paying into their service plan, and that yes, indeed, after i have paid almost $70, 000 to them, that they do not service their work. Trust me here, use any other company for a geo thermal unit but stay clear of RELIANCE HOME COMFORT.

I bought a house in Mar. 2014 that had an existing water tank and I started getting bills from Reliance for the tank rental. I called them in May to talk about purchasing a tank and they informed me that rental would be cheaper at $13.24/month plus tax. So I entered into an agreements with them for a year. After a year and a half, I noticed on my Enbridge Gas bill that I was being Billed for Reliance. So for a year and a half I was billed twice at 2 different rates. When I called Enbridge, they submitted a complaint (takes 45 days to resolve). I also called Reliance to complain. How could they not realize I was paying this account twice? I find this very hard to believe. They offered to reimburse me for the $13.25 a month but refused to make up the difference that I was paying Enbridge. My agreement was with Reliance for 13.25 why should I have to pay 19.99 because they double billed me? They proceeded to give me some Tom Foolery about how although they bought out National - the National Tank in my house is not their responsibility and that is why I have to pay the 19.99. Doesn't make sense. On top of all that, The rental tank had a leak today and tomorrow I have a house inspection being done because I'm selling my house. I booked an appt. this morning. They gave me a ridiculous window of 5 hours (that is outrageous!) who has 5 hours to wait around for a service call. After waiting the 5 hours - they didn't show up! I called and they told me it would be another 45 min. I told them I have things to do they will have to come back at 4:00 p.m. The service guy called me when I was in the middle of an appointment and told me he couldn't come at 4:00 he was getting off at that time. I'm not happy with this company and I have spent hours on the phone trying to deal with this. I'm exhausted. Is there any resolution to this?

I sold my house and moved at the end of July. I called Reliance in June to inform them I was moving. I paid all my bills, then this week I received a bill from them that was forwarded from my old address. The bill is for a hot water tank rental from my old house. I called them to tell them again that I had moved and that my account should have been closed. They refused to close my account and told me that I owe them what is on the bill. The bill is for the hot water tank rental from October to December. After a while on the phone I was getting no where with them. As it stands my account is still open because they refuse to close it and I dont even live there anymore. I will never do business with them in the future and this issure is still outstanding.

Reliance bought out the company got hot water tank from. Since the take over I've not been getting the monthly bill, when I call they keep saying it was mailed I should check with the postal service. To add insult to injury (The Reliance Business Model) they charge me interest every month for bills I was never notified of. This company is a fraud.

My name is amardeep toor, we bought this new home from rosehaven builder, 50 rogers trail, bradford on february, 12, 2015 and got registered new account with reliance home comfort and paying our bills regularly on time. We start getting an other bill having same property address in the name of danitza camacho (Reliance account no. [protected]). I called reliance almost every month and was assured that I won't be getting these bills any more. Now I got collection agency notification for due amount of $1, 068.46 all though it is not in my name but it has my property address, I did call reliance home comfort twice in 15 days and also file online complaint. I also requested them to confirm in writing that number one they won't be sending me these bills any more and number two - I don't to be surprise to see any lien on my property etc because even bill is not in my name but it has my property address. It is very frustrating and disappointing that every time I had been given verbal assurance but no concert action had been taken. I hope you understand my worries and will look into this matter and resolved it. Regards, amardeep toor [protected]

Hello Consumer,

Hope you are reading this before you change your water heater.

I called in for the leak in the WH by RHC and was attended very well by call centre rep. They advised technician will be sent out immediately the same day, which they did. Technician after looking told us that there is internal leak in the equipment and needs to be replaced free of cost. I asked ia there any hidden charges I will be looking at. He said at the most 25/30 dollars for changing the valve.

Next day the water was to be replaced and another technician from company that services equipment comes with new water heater. Takes out the old one and before installing new one he says that have to replace the overhead pipe for vent, as new building codes are in effect.
Charges 211.00 I asked if I can call RHC, he said after he leaves I should.

So if company says its free rental beware the charges are coming. I will probably change to some other company as feel decieved.

I had terrible issues with Reliance causing a basement flood costing me $6000 out of pocket for damage. I had a new water heater put in by National Home services. Had them for 5 years no complaints. Reliance bought them out, never received any notice so I returned the water heater and had bought my own one, had it installed as I don't want to ever deal with these incompetent people. Now I am getting letters saying I owe "Reliance" $1222.00 for "breaking the contract" Huh. It states nowhere on Nationals agreement about a time frame or penalties of the water heater. I wont give them a penny. They must think they own you. I had a lawyer look at what I signed and he laughed. They will have to take me to court. Ive called them numerous times and you get nowhere as they are just employees without being able to help. They are a bunch of sharks that should be out of business. They are changing there name as they are getting so many complaints. If you deal with this company be warned of there shark like tactics.

Started July 31st, 2015 and is ongoing.
Account number: [protected]

I had a rental agreement for furnace and A/C that was installed on January 09, 2015. Within the rental contract was 8 months of free rental of the furnace and three months of free rental for the A/C.

I sold my house May 2015 with a closing date of July 31st, 2015. The new owners did not want to rent the equipment and a condition of sale was that I purchase equipment. My lawyer was advised and I gave his office all of the information to contact their legal department for a discharge of the rental contract. My lawyers office had to contact Reliance legal department 3 times before we got a response from them. They finally sent a discharge statement on July 31st at 10:30 am. (1) they are charging me the full price for furnace and A/C even though they are 7 months old. (2) they charged me $170.93 for July rental fees when July rental is covered under the 8 month free. I receive a monthly bill from Reliance showing a credit of 8 months worth of rental and each month that credit amount decreases. As of August 4, 2015 their bill states that I have a credit of $59.00 towards rental fees. The legal department should never have charged me $170.03 for July rental.

I discussed with my lawyer and they said there was nothing they could do because it involves my rental contract not the discharge due to condition of sale. I phoned Michelle Moore at [protected] Ext 75511 who is the individual who prepared the discharge statement. No reply. I phoned customer service they told me to contact my lawyer, and would not help me. I had to yell and the person and demand an escalation before I was passed to someone else. On August 12, 2015 Noelle Mackenzie a customer resolution specialist said she will look into the matter. On August 19, 2015 I had to follow up and she informed me that she has tried several times to get in touch with her legal department and Michelle Moore and they are not returning her e-mail's or calls.

I want my money back, I want my file permanently closed.

Attached you will find my Rental Home Comfort Discharge Statement and my Reliance monthly bill showing a credit. Also I am including the latest e-mail chain with the customer resolution specialist. Never mind I cannot because your system will not allow me to upload an *.msg file.

Jo-Ann MacBride
[protected]
[protected]@gmail.com

This reliance home comfort company is garbage. Last september my furnace broke down so I had to get somebody to fix it immidiately. I googled and found reliance, called them and they sent a technician and fixed it. The bill came a whopping $245. Anyways, the technician asked me if I needed protection plans for my furnace as it is 21 years old. I told him clearly no and that I will have to wait for my family to come back from vacation to decide further. I had only signed off the receipt for the repair order. The technician told me he will ask them to send me catalogues of the protection plans and I agreed. However, I had not received any catalogues but bill! Bills come months after months charging me $9.96 per month for their protection plan which I had declined. Their robot lady calls me every month, I had written a notice to their head office and told them that I do not have an account with them. Do not choose reliance home comfort they are a pain.

I bought a home an inherited an 8 year old water heater which is now 15 years old and which was provided through rental by reliance. Lately i'm having myriad hot water supply issues so I figured i'd call them. Twice teams came out and both told me that water tanks might last at least 20 years, and certain 15. I suggested i'm at the normal end of life and the next thing up is failure, but they stated they won't replace it just because it is old, but if it fails, the replacement is free. However, the thousands in repair costs associated with it flooding the basement are up to me I guess.

Finally after taking the plumbing apart myself and finding that the tank is eroding and filling my lines with plastic do they give in and decide to replace my tank for me. However, this was only after one of the most painful conversations i've had with a service rep who questioned my ability to plumb, my household water needs and generally tried to pressure me into staying the course with a rental - i'd suggested i'd like to know the costs around terminating our relationship.

Service was scheduled today for 1-5pm so I stayed home from work. By 4:00pm no one has shown up or called. I call them and they say "sure, guy is on the way momentarily - apparently they reached out to the contractor they'd subbed to directly". No calls. I call at 5:00pm and get the exact same story. 6pm I call and they tell me my issue is escalated to planning and they will call. No calls. 7pm I call and get the escalation / planning story again. 8pm I call and am told they can't reach my contractor for the last 3 hours. I suggest that i'm paying reliance, not some 3rd party guy and that they might consider calling someone else?

At no point does anyone at reliance ever call me back. It hurts me deeply to continue to give them business but at the moment they are my closest path to getting their water heater out before it destroys my shower with its spewing of plastic bits (Assuming something like the dip tube has disintegrated).

I'll never give these guys my business and as soon as I can swing it, i'll pay them their 200 bucks disconnect happily and send them on their way

We moved to Ontario from another province in August of 2014. We decided to replace the home's entire HVAC system and while we are at it decided to replace the existing hot water tank - a rental from Reliance Home Comfort - with a tankless water heater from another company within a week of moving in. We obtained the necessary removal authorizations and the equipment was returned and signed for by Reliance on August 19th. For two months we received bills for the equipment but finally managed to get a credit. Then out of the blue we started receiving bills for the equipment again. We tried calling and e-mailing Reliance and were told someone would call back which they never did. When we tried to keep following up, they simply hung up on us and refused to deal with our complaint. We have filed a complaint with the BBB and with the Ministry of Consumer Services. We will be hiring a lawyer to write them a demand letter. This company is a real piece of work; deal with them at your own risk.

Purchased a home which had a Reliance Home Comfort water tank.
Our lawyer's office contacted each of the local utilities to obtain closing details and transfer name of such utilities.
All such documents were provided in our closing documents from Lawyer's office, who knew you'd ever look at them..
We the decided 1 year later to switch providers to Direct Energy (ANOTHER NIGHTMARE) and get a new hot water tank. So we called Reliance Home Comfort to get cancellation number and get o/s balance for month's fee.
They stated we had a automatic contact when taking over the house from the Estate sale and there would be $918.00 to cancel such contract. . We went back and forth with many calls to them, customer care department, supervisor's etc. and finally got rid of them and the contract fees which we never had in the first place.
DIRECT ENERGY is not any better...finally got rid of them also after 4 months of hassle and headache..

I bought my home in february of last year and moved in in may. The water heater was a home reliance rental which I took over. The house was built in 1910, so it has an old chimney which now contains the vent pipe for both my gas furnace (Owned) and my gas water heater (Rental). Because the house is old, there is a small access door in my basement wall that was once used for cleaning out the chimney. It was patched over with concrete but there was evidence that a very small amount of water was seeping down the wall during freeze-thaw cycles from just below this door. Unfinished basement, only caused a damp spot on the floor, not a problem. This monday january 6, I went to take a shower and there was no hot water. I checked the water heater and the pilot light had gone out. I tried to restart it and it would light but not stay lit. Called home reliance and they had a technician come out the next day. To make a long story longer, he spotted the moisture and cracked plaster under the vent and decided that my chimney was "deteriorating from the inside and outside, chimney liner has water in it, chimney must be repaired" and he shut off the gas to my water heater. Then he shut off the gas to my furnace and proceeded to tell me that I could die in the night from from co poisoning if my chimney collapsed and blocked the vent. He made a violation report to union gas so I couldn't turn the gas back on until the problem was repaired. Outside temperature - 20 with windchill - 35 to - 40. Record breaking cold. Then he called a mason friend of his (Even though he's not supposed to refer people as he said) and conveniently that guy couldn't come out that day because of the cold, but he could tell me it would be about $2000 to fix the chimney... Or... I could rent a furnace from rhc and get free installation and they would vent it directly outside and I could leave the chimney alone. Oh and upgrade my water heater too. He didn't even check the water heater to see if there was a problem with the thermocouple or gas valve. So I called two masons, who came right away and both agreed that my chimney was sound, one of them even pulled off the clean out door and chipped away some plaster in the area to confirm there was no standing water (Or ice) and the vent pipe itself was stable and intact and venting correctly. One of them called rhc to try to talk to the technician who had turned off the gas and get my gas turned turned on at least to the furnace. The other just turned the furnace back on, as I called union gas directly and they said he could do so if he found it to be safe. Here's what he wrote on the gas violation form "the pipe is not in a compromised state. The structure around it is solid. There is no need to turn a furnace off on the coldest day of the year by the ###s at reliance". Needless to say I don't appreciate the attempt to blackmail me into renting a furnace. I'll be giving them back their water heater and buying my own.

I just found out there was a lien placed on the house for a ac that we rented?. Anybody have this problem before, if so I can't believe this is legal has anyone everyone consulted legal on this?. All of this after were misled into renting when we thought we were purchasing. This is by far the shadiest company I have ever dealt with.

Told them the remove their tank more than once. One option they did offer was to buy the 12 year old the tank which was full of settlement for $240 which probably cost more to heat than the monthly rental fee. As far as I am concerned they did not cooperate. I got hung up on during one phone call and have played phone tag with them since. They finally have agreed to pick up their tank so I am now billing them storage fees for the days from when they were notified that it was outside my house to the day they picked it up as they failed to make arrangements with me when I attempted to make arrangements with them.

I myself rented with reliance. I had a water tank with them. It was very old but they said it was ok. I came home to a fully flooded basement do to my water heater. They said there were not responsible for any water damage and to call my insurance company. I had to pay my deductable which in my case was 1000. 00. Now they put in another tank than billed me for pipping upgrades. As well as they jacked up my monthly up and said thats there cost on the new tank. That was fine but than they keep jacking the rate. I also had a home confort plan that i was unaware of on my furnice and air conditioner. I tryed to cancel it because my furnice brock down and it cost me 1000. To fix it. There head office said when they were here for the tank they put me on the home comfort plan because my ac and furnace were old. Finaly another company comes along telling me there an american investment group. Finally it all made sence. So i switched to a canadaian company. I put in a brand new water heater, furnace and air conditioner. Altogether i was gived over 1000. 00 in rebrats and my gas billes drop down to less than 1 / 3 of what it was last year and this year has been colder. I would have switched to this company years ago but reliance scard me saying nothing but bad things about them. Now i know they were just protecting there investment and there wasn't a word of truth to what they said.

my furnace went out and i had reliance come in to do the installation of a new ac and furnace. Salesman told me he would keep me updated during the course of the installation as i was at work. he did not. i get home at night and go downstairs to see the "completed" work and as i step into my basement ITS FLOODED!...immediately call the reliance salesman to find out whats going on...he tells me to call my insurance company and they will take care of it...call reliance to complain...the call centre tells me the same thing...send an email to the salesman he gets back to me two days later with a solution that he says will take a week because they are waiting for a part...eventually after a week of the flooding having happened its finally fixed and dried and checked for damage and he gave me a 9 month credit on my account. or so i thought...first bill comes with a full charge...called the call centre and the lady tells me there is no such credit applied on my account so i will have to pay the entire bill and speak to the salesman...and that "maybe" next month the credit will be there but i have to pay now!...the service with these people are terrible and they are not true to there word or promises...the salesguy makes his sale and even though the work is not done properly u can never get a hold of him and the call centre is of no use...and the people there cannot speak english well so they cannot even understand what you're saying...i would recommend not going with this company...