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Reliance Home Comfort Complaints 360

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2:05 pm EDT
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Reliance Home Comfort had to wait 8 hours to get leaking hot water theater replaced

Our hot water heater burst and started leaking @ 3 am on a saturday morning. We were ankle deep in water from the hot water tank leaking in our utility room in our apartment.
We shut off the main water valve, but the hot water tank is still spewing water, so we try to contain the water as much a we can.

We call reliance home comfort 3 times to come and replace the hot water tank. First call I waited on the phone and was told that they were trying to dispatch the repair man.

So, the second call, I call reliance again to see where the repair men were, and the receptionist couldn't find them. The third call the repair man calls back around 3:30 am and tells me that he can't find his co-worker and that THEY DON'T SHOW UP IN THE EARLY HOURS OF THE MORNING! The repair guy tells me he can only come @ 9:30 am to come and replace the tank.

I freaking can't believe they only have 2 guys on call in for emergency calls for the whole of Ottawa. Pray that your hot water tank doesn't burst open on a saturday morning @ 3 am and you don't have reliance home comfort to help you, other wise you are screwed.

We're waiting in ankle deep water, trying to soak up the mess with our steam cleaner, which broke 3 thirds of the way, so the job had to be soaked up with towels ( 12 loads of laundry later, and $50 shelled out in the laundry room later)

The delay in service from reliance home comfort is totally unacceptable, and the service was badly done because the steam valve hose that is supposed to go into the drainage wasnt completed all the way and there is a gap between the drainage hose and the drain, and the piece of hose supposed to be used for drainage was used to level the hot water tank.

We were renting our hot water heater with hydro ottawa before they contracted out to Reliance home comfort. When our hot water tank bursted open ten years ago, Hydro ottawa showed up within 2 hours and the mess was contained and fixed in a timely manner.

When we had our contract switched to reliance home comofrt without approval or being asked if we wanted them as our provider, it didnt dawn on us to research them and find out how bad of a company they were.

If we had known all this time, we would of swiched a long time ago, but they have clients by the balls so to speak because you have to buy out your hot water tank or they can come and remove it.

After researching this company more in depth yesterday and today, They actually rated a D- with the Better business bureau, and all the myriad of compaints against them, mind boggling to think a company can operate this way.

We're stuck with this mediocre company without even asking to be switched to them by hydro ottawa.

Anyone reading this and are thinking of switching to reliance home comfort= DON'T DOT IT, DON'T DO IT, DON'T DO IT! You will so regret it,

Please do your research first, because we didn't have a choice in the matter at the begining, now it will cost us to get rid of them.

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ConsumerProtection
ottawa, CA
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Jan 24, 2012 4:27 pm EST

I know this is over a year since the OP but I just checked the Ottawa BBB for Reliance Home Comfort on Baxter road and they had an A rating. Two complaints were resolved in the last 12 months.

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Reliance Home Comfort furnace, c/air, air cleaner rental

I have submitted an offer on a house that has a furnace, air cleaner, and central air rental agrrement with Reliance Home Comfort. Before firming up the offer I called Reliance to find out what the monthly rental amount would be and if I could buy out the contract. I was told by the CSR that they could not tell me becasuse of privacy reasons. Take possession of the house then call us. What a ridiculous suggestion. Privacy reasons? how idiotic. How could quoting me a price on what I am going to pay is invading or disturbing someone's privacy. As a result I told the owners of the house to have it all disconnected and sitting out in the driveway the day of closing. I don't want any part of the Reliance scam. No wonder people are changing their water heater company by the hundreds.

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PIPA
Oakville, CA
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Jun 26, 2011 7:56 pm EDT

We purchased A/C, Furnace and renting Tankless from Reliance.
Without us knowing they have put a lien on our house and now we are unable to do an Ay financial plans we had because of this.
One was to pay off the A/C and Furnace at the end of 12 months.
Has anyone had this happen to them? Is there anything we can do? Legal action against Reliance perhaps.
The Sales guys that sold this to us never mentioned anything about a lien and we did not receive any papers until 2 months after! This is absolutly crazy. We spent over 10K on this system!

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beep
Kitchener, CA
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Apr 04, 2011 1:29 am EDT
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I went through a Reliance Home Discomfort abusive billing as well. They called out of the blue a year or 2 ago asking if I was interesting in a home furnace service assurance for a nominal service charge which would be covered by a rebate for the first 6 months. Fine. The bill was so small...at first. It slowly increased the following year and then I was sent multiple bills at different prices. I called them and tried to cancel and was told I had to send them a letter in the mail to cancel. Good enough...after digging through their paperwork there was no apparent address to cancel so I called them back and they told me I could cancel by sending an email. They gave me an email address and I sent off my cancellation.
In a short period I received a MAILER DAEMON indicating the email address did not exist. I called back and became belligerent enough that I was referred to someone that only gave me his first name and when he started going through the same spiel about having to mail them I told him to stop feeding me ### and cancel my account and the creative billing.
He then got hold of his supervisor and I finally got a cancellation authorization number.
The following month the bills kept coming with different values that could not be followed so i had to go back to their billing department to stop any collection agency from destroying my good name. I went through 4 levels of being put on hold with the same lying crap and would not get referred to a "supposed" higher person until I started swearing about their criminally insane abusive behavior. When the last guy finally got on the phone after about 15 minutes on hold I had finally figured out that I should be able to go on their website, sign up for my account number, and unsubscribe on their website...THE WEBSITE DOES NOT ALLOW YOU TO MAKE A PASSWORD TO ACCESS YOU ACCOUNT!@%$?.
The last guy on the phone tried to make it go away if I just paid the last bill from the time I made the first complaint and after explaining that the bill was paid in full at the time and I had a bank record to prove it and that I wanted his last name and location of his office so I could sue, he sent me an e-mail verifying the account was cleared and it actually had his full name and a reliance logo.
I think this is what the dragons on Dragon Den call squeezing the customer for more money.
These guys should be in jail.
We consumers need protection from this.
I suggest anyone that has had to deal with this company or any other creative billing ( Rogers perhaps or Bell?) should contact their politicians during this election and have these thievery practices obliterated !

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Edward Cullen
CA
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Sep 10, 2010 12:30 pm EDT
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You are right about that. A total scam...who else is there?

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Reliance Home Comfort installation & blatant disregard

Well I have been dealing with reliance for almost two years over this matter! I purchased top of the line high efficiency air and furnace for my home and going with a company I thought I could trust. Big mistake! Not only did they destroy my basement but the installers were cussing and rude because the salesman sold me something apparently that would take two days! I had the service manager come to my house and all he did was make excuses for his people. They were directly from reliance not contracted out. I had to make service calls because they just slapped it all together. The technicians that came out to fix these problems could not believe what a state everything was in...In their words "this was just thrown together". To top it all off I never received a bill when the deferred payment was up so they just automatically started taking out my money! Charging interest = $2000 more! I keep getting told its handled and every god damn time I call I never get called back unless its 10 or 11 am. Hello I work! The last guy said it was all handled and I thought awesome! Nope! Two months later and here I am! Then when I called him numerous amounts of time he sent me a message apologizing for his tardiness > is that a joke? Two months is not tardy its blatant disregard! He also did not even 'remember' what we worked out so im taking it as a re-nag! This company is ridiculous and they say call customer service > they didnt even return my phone calls either! Beware!

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Barbara Lenehan
London, CA
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Oct 21, 2013 1:26 pm EDT
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My Mother bought a new furnace and air conditioner from Reliance about 2 years ago and put it on monthly payments. She listed her home and wanted to pay it off, well when we called for the buyout the told us the amount and said it would be taken out of her account in 30 days. The amount did not come out and subsequently she goy another bill with a $163.00 interest owing. I called and they said we are not authorized to take that amount out of the account ..and that they would wave the interest if we put it on her visa, which we did and got a revised invoice saying nothing was owing. Fast forward... a she sold her house and when we got to the lawyers office RELIANCE had put a lien on her house for non payment! This is absolutely the most inept staff that I have ever dealt with, they have absolutely no idea what they are doing and we will be seeking legal council over their gross negligence. It has come to our attention that they treat all seniors this way. DO NOT AND I REPEAT DO NOT DEAL WITH THIS COMPANY.

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Reliance Home Comfort blatant disregard

Well I have been dealing with reliance for almost two years over this matter! I purchased top of the line high efficiency air and furnace for my home and going with a company i thought i could trust. BIG MISTAKE! Not only did they destroy my basement but the installers were cussing and rude because the salesman sold me something apparently that would take two days! I had the service manager come to my house and all he did was make excuses for his people. They were directly from reliance not contracted out. I had to make service calls because they just slapped it all together. The technicians that came out to fix these problems could not believe what a state everything was in ... in their words "this was just thrown together". To top it all off I never received a bill when the deferred payment was up so they just automatically started taking out my money! Charging interest = $2000 more! I keep getting told its handled and every god damn time I call I never get called back unless its 10 or 11 am. HELLO I WORK! The last guy said it was all handled and i thought awesome! NOPE! Two months later and here I am! Then when i called him numerous amounts of time he sent me a message apologizing for his tardiness > is that a joke? two months is not tardy its blatant disregard! He also did not even 'remember' what we worked out so im taking it as a re-nag! This company is ridiculous and they say call customer service > they didnt even return my phone calls either! BEWARE!

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Reliance Home Comfort rental furnace

Two weeks before I put an offer on a house, I called Reliance to inquire about their furnace rentals since the house I was looking at had a rental already installed. I was told that they couldn't discuss the furnace nor options (removal/buyout/monthly rate) but I was to call once I was in the house for arrangements. I stupidly believed the guy and put in the offer. After the offer was accepted, I get an email from my realitor to contact Reliance. I called them and found out that I now either pay a monthly rate for the remainder of the contract or buy out the furnace and receive no warranty (I was told they were in the rental business and not the warranty one). They refused to remove the furnace. I called back repeatedly and asked to talk to a supervisor and was refused. I finally had a person call me back but they told me to contact my lawyer since it was "out of their hands". I did and the cost to litigate is more than the cost for the furnace.

Do not rental from these people. A seven year term with no ability to have it removed or canceled is a bad idea, especially if you are selling your house or going to purchase one with a rental unit. I have also had problems with their service with my water heater in the current house which makes me furious I have to pay this company any money for their predatory practices.

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petra7
Guelph, CA
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Dec 03, 2010 1:55 am EST
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This did happen! I was extremely stressed towards the last minute wrench in my mortgage by the bank telling me I had a big lein on my property! It was, for me, the innocent renting of a furnace. Do not rent if you can buy! Read fine print! It sure messed me up.
To Reliance's credit, they did respond quickly to my very stressed phone calls. I was eventally able to get though to their legal department, who helped me by discharging the lein, when I requested to buy out the furnace out of the proceeds of my mortgate. Lesson learned, read fine print! If if sounds too good, it is too good! Read rental agreement carefully, get legal advise! It almost messed up my attempt to remortgage. Reliance legal department was quite helpful though, when I finally got through to them in the midst of a mortgage renegotiation fiasco. IF they say, you have a lein on your mortgage, think, do I have a furnace rental?

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petra7
Guelph, CA
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Dec 03, 2010 1:46 am EST
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I was not aware, though I am sure it was in that fine print somewhere, that my furnace rental involved a lein on my property. When I went to renegotiate a mortgage it became a big issue at the last moment, as the bank was told that I had a lein on my mortgage. The lein is for quite a bit more than the furnace was worth, as the lein amount had not decreased as the value as the furnace had. It was a very stressful wrench in the last moments of my mortgage renewal. I sure lost sleep over that ! As I was only told I had this big lein on my house that I could not figure out for a bit . Wow. I was told that I had signed that I was aware that I had a lein on my property, just from renting a furnace. Probably did ignorantly sign that fine print, it came back to bite me.I was ignorant how signing this would cause such a stressful situation in my future. Please read fine print and be aware of the liability to you of renting a furnace to renegotiating a mortgage in the future. Reliance did respond to my urgency quite quickly and I was able to get rid of the lien by buying the furnace quickly. Thanks for that.

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Reliance Home Comfort harrassment

This company has always bee a terrible bother with calling 2-3 times per month whether or not I am paid up but recently they have taken it to a whole new level of ###. Now not only do I get the regular “Urgent” phone call for the 15$ I owe them for the month (regardless of whether its due) but I also get several “dead air” calls and the worst of it, a new robotic voice message stating I need to call them back immediately or risk having my service “cut off” or equipment “removed” the following day.

Absolutely garbage customer service when I call and even worse business practices… stay away if possible.

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beep
Kitchener, CA
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Apr 04, 2011 1:38 am EDT
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I went through a Reliance Home Discomfort abusive billing as well. They called out of the blue a year or 2 ago asking if I was interesting in a home furnace service assurance for a nominal service charge which would be covered by a rebate for the first 6 months. Fine. The bill was so small...at first. It slowly increased the following year and then I was sent multiple bills at different prices. I called them and tried to cancel and was told I had to send them a letter in the mail to cancel. Good enough...after digging through their paperwork there was no apparent address to cancel so I called them back and they told me I could cancel by sending an email. They gave me an email address and I sent off my cancellation.
In a short period I received a MAILER DAEMON indicating the email address did not exist. I called back and became belligerent enough that I was referred to someone that only gave me his first name and when he started going through the same spiel about having to mail them I told him to stop feeding me ### and cancel my account and the creative billing.
He then got hold of his supervisor and I finally got a cancellation authorization number.
The following month the bills kept coming with different values that could not be followed so i had to go back to their billing department to stop any collection agency from destroying my good name. I went through 4 levels of being put on hold with the same lying crap and would not get referred to a "supposed" higher person until I started swearing about their criminally insane abusive behavior. When the last guy finally got on the phone after about 15 minutes on hold I had finally figured out that I should be able to go on their website, sign up for my account number, and unsubscribe on their website...THE WEBSITE DOES NOT ALLOW YOU TO MAKE A PASSWORD TO ACCESS YOU ACCOUNT!@%$?.
The last guy on the phone tried to make it go away if I just paid the last bill from the time I made the first complaint and after explaining that the bill was paid in full at the time and I had a bank record to prove it and that I wanted his last name and location of his office so I could sue, he sent me an e-mail verifying the account was cleared and it actually had his full name and a reliance logo.
I think this is what the dragons on Dragon Den call squeezing the customer for more money.
These guys should be in jail.
We consumers need protection from this.
I suggest anyone that has had to deal with this company or any other creative billing ( Rogers perhaps or Bell?) should contact their politicians during this election and have these thievery practices obliterated !

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9:21 am EDT
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Reliance Home Comfort defective compressor

In October of 2006 we had a rented Goodman Furnace and Air conditioning unit installed in our home.

In 2009 we bought out the furnace and air conditioner. This summer when we turned on the air conditioner for the first time the compressor was not working. The unit would surge for 1 second ever minute trying to start up. We contacted Reliance Home Comfort but we were told that we were not covered for any parts because the unit was not registered with Goodman. Since it was a rental it was not our responsibility to register the product but rather it was up to Reliance Home Comfort. After hours on the phone with numerous people at Goodman it was agreed that our furnace and air conditioner would be covered under their 10 year plan despite Reliance Home Comfort's failure to register the products.

At this time we were told we were not covered for labour either, but if we purchased the Comfort Cooling Protection Plan that labour and all costs would be covered, no exclusions were mentioned. But, we had to wait 21 days before making an appointment for the repair person to come out. On May 29th, 2010 a few days after we signed up with the plan we received a letter from home reliance telling us we had made a smart decision by choosing CCP. We signed up three weeks ago and never received any plan, terms and conditions.
So, we did not see any small print that says the labour on the compressor is not included!

On June 19th our CCP plan was activated and a technician was sent out on June 20th. When the technician arrived at our door he informed us that compressors were not covered after 10 years, I told him that it was just installed 3 1/2 years ago. After some tests the technician confirmed that it indeed was the compressor and told us that in his 16 years experience he had never known a compressor on such a new unit to fail. He also, informed us that contrary to what we were told by the CCP Home Reliance Sales person labour for replacement of the compressor is not covered.

This to me is clearly a defect in the compressor. Under these circumstances we feel that all our costs should be covered 100%.

Reliance Home Comfort has refused to do anything for us and has held the new compressor from us wanting us to agree to have them install it.

The people at Reliance Home Comfort must know what telephone conversations are being recored as they can be very rude at times.

BEWARE of Home Reliance and the way they treat their customers after the sale.

I have contacted Kim Allen of Home Reliance but have not received a reply.

Dave McIntosh

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Update by DaveMcIntosh
Jun 28, 2010 2:12 pm EDT

6 days later and there was no investigation done at all.

I received an email for Pam of Reliance Home Comfort that stated.
"This matter is under review with the service supervisors in London and will require some further investigation before a final response is provided. Please be assured that the issue is being examined and Kim will respond to you in more depth upon the completion of review."

Kim did NOT respond, all she did was pass it on to someone else who called me and who knew nothing of my problem and could not help at all!
How could an investigation be conducted if the person contacting me was told nothing about my problem?

I called Kim and she is gone from June 25th to July 5th.

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beep
Kitchener, CA
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Apr 04, 2011 1:30 am EDT
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I went through a Reliance Home Discomfort abusive billing as well. They called out of the blue a year or 2 ago asking if I was interesting in a home furnace service assurance for a nominal service charge which would be covered by a rebate for the first 6 months. Fine. The bill was so small...at first. It slowly increased the following year and then I was sent multiple bills at different prices. I called them and tried to cancel and was told I had to send them a letter in the mail to cancel. Good enough...after digging through their paperwork there was no apparent address to cancel so I called them back and they told me I could cancel by sending an email. They gave me an email address and I sent off my cancellation.
In a short period I received a MAILER DAEMON indicating the email address did not exist. I called back and became belligerent enough that I was referred to someone that only gave me his first name and when he started going through the same spiel about having to mail them I told him to stop feeding me ### and cancel my account and the creative billing.
He then got hold of his supervisor and I finally got a cancellation authorization number.
The following month the bills kept coming with different values that could not be followed so i had to go back to their billing department to stop any collection agency from destroying my good name. I went through 4 levels of being put on hold with the same lying crap and would not get referred to a "supposed" higher person until I started swearing about their criminally insane abusive behavior. When the last guy finally got on the phone after about 15 minutes on hold I had finally figured out that I should be able to go on their website, sign up for my account number, and unsubscribe on their website...THE WEBSITE DOES NOT ALLOW YOU TO MAKE A PASSWORD TO ACCESS YOU ACCOUNT!@%$?.
The last guy on the phone tried to make it go away if I just paid the last bill from the time I made the first complaint and after explaining that the bill was paid in full at the time and I had a bank record to prove it and that I wanted his last name and location of his office so I could sue, he sent me an e-mail verifying the account was cleared and it actually had his full name and a reliance logo.
I think this is what the dragons on Dragon Den call squeezing the customer for more money.
These guys should be in jail.
We consumers need protection from this.
I suggest anyone that has had to deal with this company or any other creative billing ( Rogers perhaps or Bell?) should contact their politicians during this election and have these thievery practices obliterated !

K
K
Kim at Reliance
Oshawa, CA
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Jun 22, 2010 1:50 pm EDT

Dear Dave McIntosh,

I'm the Customer Relations Supervisor at Reliance Home Comfort and I would like to thank you for sharing your experience with me. I am happy to work with you directly to resolve this issue. I will be completing an investigation and will get back to you via email regarding your request for coverage of the labour costs. If you have any other questions or concerns, please contact me by telephone at [protected] or by email at KAllen@reliancecomfort.com.
Kim

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Reliance Home Comfort last minute service cancellation

I am based out of Windsor, Ontario and I am sending this message to escalate an issue that I encountered with Reliance's Service department on Friday June 18, 2010.

In late May, I signed up for the Comfort Protection Plan via telephone and scheduled a service visit for June 18 between 1pm and 5pm. The operator I spoke with assured me that he would be in contact the week of my appointment for confirmation purposes.

On June 17 I had not heard anything from the Reliance operator, nor from any other Reliance service personnel. Correspondingly I called your 1-866-Reliance hotline in order to attempt to confirm my service appointment for June 18. The operator I spoke with DID in fact confirm my appointment, and correspondingly I scheduled the June 18th afternoon off of work to be home for the technician.

On June 18 I was running about 30mins late coming home from work. Therefore on my way home at about 11:30am I called the 1-866-Reliance hotline to inquire as to where I was in the sequence of service calls (i.e. near the front of the line or back of the line). I was informed that my service appointment for that afternoon (which I had confirmed less than 24hrs previously) was in fact cancelled. I was informed that Reliance called my home at noon (approx. one hour prior to when I was scheduled to be home from work for the technician) and left a voice message to cancel the appointment. I spoke with a supervisor named Josh from the Service department and I was informed that my appointment was cancelled because of a "temperature spike" and that "there was nothing we (Reliance) could do". Subsequently he did offer me 4 months off of my Comfort Protection Plan fees which equates to approximately $75 (to my recollection). Unfortunately given the fact that my current pay-scale puts me at approximately $240/day ($120 per half day) and that I took 1/2 a day off for this (now cancelled) service appointment I am still losing approximately $45 on this deal. I feel a fair compromise would have been to at least waive the protection plan fees in the amount equivalent to the lost wages and reschedule the appointment at a later date.

In summary I cannot convey in text how disappointed and angry I am with the Reliance customer service that has been provided to me in this particular situation. I feel that Reliance has had multiple opportunities to mitigate this situation and at each and every pass they have chosen the most inconvenient, costly and time consuming option for me (the customer). Furthermore when supervision/management was presented with this issue I was provided a half hearted apology and the waiving of fees worth less than that of the wages I was losing due to Reliance's incompetence with respect to customer service.

I look forward to someone with more latitude with respect to customer service getting back to me as soon as possible to address this issue.

Thank you,

Matt ML

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Reliance Home Comfort slow service response

So my hot water tank broke down today and I tried lighting up the pilot to see if I could get it up and running without having to call for service. That didn't work so I called Reliance and requested service. I got told that they can't provide service until the next day. Me and my family are sitting here without any hot water and the earliest they can get to me is tomorrow? I have been paying my bills on time every month, for almost last 2 years and never have called them for service.

Now when I need service I get told that I have to wait until next day because their technicians are too busy? Excuse me but when I pay you every month for your water heater, I expect same day service for this crucial service. If you can't deliver service same day for such necessities, then please hire more technicians. Don't give me excuses that your technicians are too busy, I pay my bills on time and I expect quick turnaround on service. Now gonna be without hot water all day and not even sure if they will fix it tomorrow.

Very disappointed in Reliance, don't provide important services rentals if you can't maintain them without causing much headache for your customers.

Sincerely,

A very disspointed customer

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Update by AtifM
May 31, 2010 8:49 pm EDT

Resolved. Heater was leaking and replaced with another unit. The service was ok but the speed of service delivery can definitely be improved.

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savagepriest
IN
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Jul 13, 2011 7:31 am EDT

Aah they are slow in every part of the world it seems they quick in making money

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9:20 pm EDT
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Reliance Home Comfort lack of service

I have paid a monthly "service" fee to this company for years. Yesterday I called about our AC and was told by their rep in the Philippines that someone could be at my house the next day somewhere between 1PM and 5PM... that means 5PM. I am expected to not only to pay these crooks a monthly fee but then also take time off work at my expense so it is more convenient to Reliance.
I told the rep I have to work for a living and can't afford to take time off to suit them. The rep said its all they can do. I asked her to have a supervisor call me... 24 hrs later still NO CALL from Reliance.

The Reliance call centre is on the other side of the world and I am here in Cambridge Ontario. This company has no clue as to what customer service is. Their interpretation of customer service is that the customer serve them !
This is a disgusting, almost criminal way of doing business... they just take the money and run.

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Update by MikeKD
May 29, 2010 11:00 am EDT

I would like to say thank you to Kim at Reliance Customer Service. Kim called me and reviewed the situation. Once misunderstandings were cleared up, the situation was resolved to my satisfaction. The techs did arrive mid afternoon Friday 28 May and the problem was fixed within 15 minutes.

Hopefully everything will continue to go smoothly.

Thanks again

MikeKD

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Kim at Reliance
Oshawa, CA
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May 27, 2010 10:27 am EDT

Dear MikeKD,
I'm the Customer Relations Supervisor at Reliance Home Comfort and I would like to learn more about your customer experience. I would be happy to work with you directly to resolve the issue. If I can be of any help, please contact me by telephone at [protected] or by email at kallen@reliancecomfort.com.
Kim

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4:54 pm EDT
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Reliance Home Comfort installation scam

In January 2010, I was visited by an individual claiming to be acting on behalf of the company I currently rent a hot water heater from. He indicated he was assessing from eligibility for an upgrade to an energy efficient model and there would be an additional change of 1.25 per month. I agreed to the installation and within 3 days I had a new water heather. Four months later I receive a bill from Reliance who I have never done business with. I called Reliance and spoke with them. Firstly the door to door sales people are contracted out and not employees of Reliance. I am assuming they are paid on commission and will do whatever they need to make a sale. Finally Reliance agreed (once I spoke with a supervisor) to removing my hot water tank when my previous company was able to reinstall it. When I approached my previous company to reinstall a hot water heater, they indicated that this happens all the time. The lesson here is that not to deal with an individual coming door to door. Consumers please be careful.

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Kim at Reliance
Oshawa, CA
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May 17, 2010 3:06 pm EDT

Hello Robert1965
I'm the Customer Relations Supervisor at Reliance Home Comfort and I would like to learn more about your customer experience. I would be happy to work with you directly to resolve the issue. If I can be of any help, please contact me by telephone at [protected] or by email at kallen@reliancecomfort.com.
Kim

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8:28 pm EDT

Reliance Home Comfort used scare tactics to try and scam me at my home

Comfort protection plan is a scam. Reliance sales person sold me the "comfort protection plan". Feb. 2006.

The sales pitch was a pack of lies. She basically said the furnace and air conditioner were completely covered for all repairs @ 15.99 a month. They will send out a repair man and fix any problems. I thought it too good to be true so I asked several questions.

November 2009 (After almost 4 years of payments) the furnace wouldn't turn on. So I called reliance, by the time the repair man arrived it was working. But he was quite happy to rip apart our furnace and tell us it had a cracked heat exchanger and to fix that it was $900.00 so he might as well sell me a new furnace. So, I said when can you fix it, as it was all covered under the comfort protection plan, right?

Wrong! I was now being educated about what it didn't cover, which is basically everything that usually breaks down. I suddenly felt I was in the middle of a scam, not only had I been paying 15.99 a month for nothing. But this allowed reliance to enter you home and further rip me off.

He said he by policy (Whose self serving policy) he would have to disable my furnace. Leaving a family of five without heat! Remember it was working before he arrived.

I don't believe he was honest about the cracked heat exchanger because the furnace is still working.

Reliance - first scammed me out of 15.99 a month for four years, and then used scare tactics to try and scam me at my home.

Of course when I called reliance to complain and ask for a refund of my $15.99 a month for four years. They read from a script deflecting away from the lying salesperson to blaming us for not reading the fine print in the pamphlet they never sent me.

Beware of reliance - they are scammers.

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Whizowhaz
CA
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Apr 29, 2011 7:23 pm EDT

I have worked there as a salesperson selling the comfort protection plan. It is the fault of the sales person who sold that specific plan to you as he/she didn't mention the exclusion of the plan. Heat exchangers are never covered in any coverage plans nut normally Reliance does give you $200 off of a new furnace that you buy from them if your heat exchanger fails while being on the plan. Also normally the company sends out the pamphlets with all the terms and conditions to your mailing address. I wonder why you never received that. Seems like an isolated scenario in your case. But I will be honest with you. Exclusions are always there in every coverage plan and the salesperson normally needs to mention to the customer what is not covered. I have worked for them and I believe they are much better than Direct Energy and Enbridge in terms of their prices and customer to technician ratio. Hope you had better experiences in the future.

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beep
Kitchener, CA
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Apr 04, 2011 1:40 am EDT
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I went through a Reliance Home Discomfort abusive billing as well. They called out of the blue a year or 2 ago asking if I was interesting in a home furnace service assurance for a nominal service charge which would be covered by a rebate for the first 6 months. Fine. The bill was so small...at first. It slowly increased the following year and then I was sent multiple bills at different prices. I called them and tried to cancel and was told I had to send them a letter in the mail to cancel. Good enough...after digging through their paperwork there was no apparent address to cancel so I called them back and they told me I could cancel by sending an email. They gave me an email address and I sent off my cancellation.
In a short period I received a MAILER DAEMON indicating the email address did not exist. I called back and became belligerent enough that I was referred to someone that only gave me his first name and when he started going through the same spiel about having to mail them I told him to stop feeding me ### and cancel my account and the creative billing.
He then got hold of his supervisor and I finally got a cancellation authorization number.
The following month the bills kept coming with different values that could not be followed so i had to go back to their billing department to stop any collection agency from destroying my good name. I went through 4 levels of being put on hold with the same lying crap and would not get referred to a "supposed" higher person until I started swearing about their criminally insane abusive behavior. When the last guy finally got on the phone after about 15 minutes on hold I had finally figured out that I should be able to go on their website, sign up for my account number, and unsubscribe on their website...THE WEBSITE DOES NOT ALLOW YOU TO MAKE A PASSWORD TO ACCESS YOU ACCOUNT!@%$?.
The last guy on the phone tried to make it go away if I just paid the last bill from the time I made the first complaint and after explaining that the bill was paid in full at the time and I had a bank record to prove it and that I wanted his last name and location of his office so I could sue, he sent me an e-mail verifying the account was cleared and it actually had his full name and a reliance logo.
I think this is what the dragons on Dragon Den call squeezing the customer for more money.
These guys should be in jail.
We consumers need protection from this.
I suggest anyone that has had to deal with this company or any other creative billing ( Rogers perhaps or Bell?) should contact their politicians during this election and have these thievery practices obliterated !

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9:12 am EDT
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Reliance Home Comfort won't pay for furnace repairs

This is a warning for anyone who has a Peak Saver thermostat installed in their home and has warrenty coverage with Reliance Home Comfort. Reliance will not cover repairs to your furnace.

On March 26 2010 my furnace broke down and I called Reliance to repair my furnace. Their representative came in and after his inspection said to call Peak Saver because their thermostat was broken.Because it was a cold day he shoed me how to hotwire the furnace if I wanted heat. I chose to grab a couple of sweaters instead. A contactor from Peak Saver came in and reset the thermostat. It was not broken as Reliance said. The problem was caused by a bad belt which caused the thermostat to go into lockout position.

While Peak Savers was over a call was placed to Reliance to see if it was ok to go ahead with doing the belt work. Mike Travers the technical rep disconnected from the call and I went ahead with the work.The bill came to $205.80 . After spending extra time and money faxing and photo - copying the various paperwork Reliance decided not to pay the bill because as Mike Travers said Peak Savers thermostats are a pain in the ### and we don't like working on them. They offered me 3 months of free warrenty to cover cost of belt which is an insult because it didn't cover labour to install belt and their warrenty is useless.

I decided to go higher and file a complaint with Reliance.I sent an email to supervisor of customer relations.( She never returns my phone calls.)Here is her email reply.

Dear Mr. Krupa,

have thoroughly reviewed your situation below with the Service Manager. The Comfort Protection Plan you have does cover thermostats; however in your case, you have had a 3rd party, namely Peak Saver, modify your thermostat. This is a program offered by the local utility company. We are not able to work on these types of thermostats. The only options available would be to have Peak Saver come and fix it or replace the thermostat with a regular one. If the latter option was chosen, you would have been out of the Peak Saver program and lose out on future rebates for being part of this. Therefore, unfortunately Reliance will not be able to assist with the costs you incurred for utilizing the Peak Saver contractor to fix the issue with the thermostat.

If you have any other question or concerns, please do not hesitate to contact me directly.

Sincerely,
Kim

Kimberly Allen
Supervisor, Customer Relations
Reliance Home Comfort
[protected]@reliancecomfort.com

Peak Saver program is being pushed by Utility companies everywhere and Reliace doesn't want to spend the money to train their employees on a program meant to save consumers money and help prevent future brownouts by peaksaver is an innovative program designed to help you reduce the demands on the electricity system. During peak electricity demand times, typically on hot summer days, a signal will be sent to reduce the electricity demand of your central air conditioning system, which in turn helps to reduce the amount of electricity needed by the Province. You won't even notice a difference, and you're doing your part to conserve without incurring time, effort or cost!

I spoke to the contractor from Peak Savers and he said they are not dificult to fix.Reliance just chooses not to spend money to train their people.And why should they when from reviewing the complaints board if a knowledgible and competent third party has to come in to fix a problem that Reliance didn't know how to they won't pay.
When I signed up for Reliance warrenty I was told everything was covered.First time I have to use their service they make up excuses not to pay. Its like the Michael Moore movie Sicko. They like collecting your premiums but when it comes time to pay they find reasons not to.

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beep
Kitchener, CA
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Apr 04, 2011 1:32 am EDT
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I went through a Reliance Home Discomfort abusive billing as well. They called out of the blue a year or 2 ago asking if I was interesting in a home furnace service assurance for a nominal service charge which would be covered by a rebate for the first 6 months. Fine. The bill was so small...at first. It slowly increased the following year and then I was sent multiple bills at different prices. I called them and tried to cancel and was told I had to send them a letter in the mail to cancel. Good enough...after digging through their paperwork there was no apparent address to cancel so I called them back and they told me I could cancel by sending an email. They gave me an email address and I sent off my cancellation.
In a short period I received a MAILER DAEMON indicating the email address did not exist. I called back and became belligerent enough that I was referred to someone that only gave me his first name and when he started going through the same spiel about having to mail them I told him to stop feeding me [censor] and cancel my account and the creative billing.
He then got hold of his supervisor and I finally got a cancellation authorization number.
The following month the bills kept coming with different values that could not be followed so i had to go back to their billing department to stop any collection agency from destroying my good name. I went through 4 levels of being put on hold with the same lying crap and would not get referred to a "supposed" higher person until I started swearing about their criminally insane abusive behavior. When the last guy finally got on the phone after about 15 minutes on hold I had finally figured out that I should be able to go on their website, sign up for my account number, and unsubscribe on their website...THE WEBSITE DOES NOT ALLOW YOU TO MAKE A PASSWORD TO ACCESS YOU ACCOUNT!@%$?.
The last guy on the phone tried to make it go away if I just paid the last bill from the time I made the first complaint and after explaining that the bill was paid in full at the time and I had a bank record to prove it and that I wanted his last name and location of his office so I could sue, he sent me an e-mail verifying the account was cleared and it actually had his full name and a reliance logo.
I think this is what the dragons on Dragon Den call squeezing the customer for more money.
These guys should be in jail.
We consumers need protection from this.
I suggest anyone that has had to deal with this company or any other creative billing ( Rogers perhaps or Bell?) should contact their politicians during this election and have these thievery practices obliterated !

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10:55 am EDT
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I recently switched companies to rent my hot water tank. I had been with Reliance for 13 years and another company came to my door and I switched. The new company took uninstalled my tank and returned it to Reliance. A few weeks later I get a bill from reliance stating I owe $250 for damage to the hot water tank. It was fine when it left my house. I called...

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Reliance Home Comfort service charge

Here is a company that doesn't care at all for its customers. We pay and pay for water heater rentals and service. Then when you actually need service they CHARGE you again.
Our two year old had unknowingly turned off our water heater so we end up calling reliance. They charged us $90 just to turn it back on saying that it wasn't covered by the years of payments and they were quite rude about it. This is ridiculous.

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beep
Kitchener, CA
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Apr 04, 2011 1:41 am EDT
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I went through a Reliance Home Discomfort abusive billing as well. They called out of the blue a year or 2 ago asking if I was interesting in a home furnace service assurance for a nominal service charge which would be covered by a rebate for the first 6 months. Fine. The bill was so small...at first. It slowly increased the following year and then I was sent multiple bills at different prices. I called them and tried to cancel and was told I had to send them a letter in the mail to cancel. Good enough...after digging through their paperwork there was no apparent address to cancel so I called them back and they told me I could cancel by sending an email. They gave me an email address and I sent off my cancellation.
In a short period I received a MAILER DAEMON indicating the email address did not exist. I called back and became belligerent enough that I was referred to someone that only gave me his first name and when he started going through the same spiel about having to mail them I told him to stop feeding me [censor] and cancel my account and the creative billing.
He then got hold of his supervisor and I finally got a cancellation authorization number.
The following month the bills kept coming with different values that could not be followed so i had to go back to their billing department to stop any collection agency from destroying my good name. I went through 4 levels of being put on hold with the same lying crap and would not get referred to a "supposed" higher person until I started swearing about their criminally insane abusive behavior. When the last guy finally got on the phone after about 15 minutes on hold I had finally figured out that I should be able to go on their website, sign up for my account number, and unsubscribe on their website...THE WEBSITE DOES NOT ALLOW YOU TO MAKE A PASSWORD TO ACCESS YOU ACCOUNT!@%$?.
The last guy on the phone tried to make it go away if I just paid the last bill from the time I made the first complaint and after explaining that the bill was paid in full at the time and I had a bank record to prove it and that I wanted his last name and location of his office so I could sue, he sent me an e-mail verifying the account was cleared and it actually had his full name and a reliance logo.
I think this is what the dragons on Dragon Den call squeezing the customer for more money.
These guys should be in jail.
We consumers need protection from this.
I suggest anyone that has had to deal with this company or any other creative billing ( Rogers perhaps or Bell?) should contact their politicians during this election and have these thievery practices obliterated !

I
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intle
Windsor, CA
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Feb 16, 2011 7:50 pm EST
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Just quit their service.
Buy and install own one will save you great amount of money.
hot water tank rarely need repairing if well maintained (just open a tap annually to keep it working).
Reliance is a very bad company of service.

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Emilly
Toronto, CA
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Jun 06, 2010 2:32 pm EDT
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Wriiten by Jeff Singh, a disturbed little [censor] head who hates the world.
[censor] off Jeff, some of us are actually not as angry at the world as you are.

Leave and get on with your new job and stop pushing to get paid to leave.

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Hello everyone, I really would like to let people know how Reliance manage their business. I was renting water heater for 4 years with no problems, until I decided to close account with them which was in August 2009. I called Reliance to close account and they told me that I have to pay $200 to close it. I asked to talk to manager and they told me there i...

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I have just moved to Ontario and have been exposed to the scam of the hot water heater rental business. On arriving I received an invoice for $35 from Reliance Home Comfort to set up an account (what other business charges you to open an account with them?). I have also been informed that my quarterly rental charges for a hot water heater are $38/qtr - thi...

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Reliance Home Comfort furnace repair

I have had reliance to my home to fix my furnace 5 times in one month. They have been unable to diagnose the problem but were able to get it to work for a short time
The first tech thought it might be the Gas valve but when he got it working said it must have been something electrical
The next tech said he didn't know what caused the problem but it was now fixed
When the furnace went for the third time reliance sent in a tech who said it was the thermostat, but he didn't have one .He would order the thermostat and when it arrived I should call for another appointment to install it.The thermostat arrived within two-three hours but the appointment to install would be two -three days.
This tech named Rudy said it wasn't the thermostat because he could tell by just looking at the thermostat it was fine.He looked at my furnace and said it was a cracked heat exchanger and he would have to go to his truck to speak with his supervisor.
When he returned he told me that the heat exchanger was not covered by the insurance they had sold me but that he had some pamphlets for furnaces starting at $999. they could install that day!
I said no and I would like to speak with the supervisor as this was their 4th or 5th visit and they were unable to diagnose the problem so now the solution is for me to replace ?I think not
When the supervisor phoned me back he informed me that they did me a favour by not turning off the gas and condeming my furnace as the cracked heat exchanger could be very dangerous and that I did indeed need a new furnace not covered by the insurance
I phoned an outside contractor who came in and tested my furnace, checked the heat exchanger and told me it was the gas valve. He also told me it was a common problem with this model of furnace.
He said he could repair it but that since I had the coverage with Reliance I should call them back and ask them to fix it.

When Reliance Showed up (now dec 23 ) they looked at my furnace and said no it was not the valve buy a small copper wire device called a thermocouple device which was replaced and the furnace restarted
This tech examined the furnace and could not see any cracks or problems with the heat exchanger

My furnace went off Christmas day and because we have a gas fireplace we waited till dec 26 and had the outside company come in and replace the gas valve.My furnace Has worked since then without fail
When I asked reliance to pay this bill the company said submit the invoice and I should have my check in 10 days
When I phoned Jan 13 I was informed that it had gone to the same supervisor who had told me about my heat exchanger and that I needed a new furnace, and that he had not approved it
When I asked if I could speak to someone I was told it would be sent for review and I would hear in 4 days
Now into feb and I am told that it was a final decision and I will not be reimbursed as this was not Preauthorize d by the company
When I finally get to speak with the supervisor he says they will not pay
I tell him we will go to small claims courtso now he wants to reinspect the heat exchanger!
I have now finished the papers to file my small claims so I will follow up this story
The address for Reliance is not on the web site so It will be fun to serve the papers I guess, nor will Reliance give any Information to help me escalate beyond this supervisor.I am told his answer is final

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revange
CA
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Dec 24, 2017 11:55 pm EST

An article named Lien on me: Furnace rental contracts can be registered against your home which unveiled Reliance’s immoral behaviors was posted on the news paper The Hamilton Spectator. The writer Al MacRury asked anyone who has had a consumer problem to contact him. Call [protected] or email him at amacrury@thespec.com 

In the article, it said: The Ministry of Consumer Services says it's watching the marketplace and will respond if there's any sign of trouble. So let’s all shout it out and let our voices be heard. We need to work together and put them out of business.

You can read the article by opening the link below:
https://www.thespec.com/news-story/5616616-action-line-lien-on-me-furnace-rental-contracts-can-be-registered-against-your-home/

There are some other authoritative figures we can use to let our voice be heard
1. CBC marketplace
Email: marketplace@cbc.ca
Mailing Address:
CBC News: Marketplace
P.O.Box500
Toronto, Ontario
M5W 1E6
Fax: [protected]

2.Office of consumer affair
This is the place you must go. The link of its home page is:
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/home

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reliably shafted
Hamilton, CA
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Jan 06, 2015 5:42 pm EST
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one thing you can rely on is that reliance will not look after you. back in 1998 i had an energy audit done on my home by a incompetent company during the air blower test, that is when they put a fan onto the front door and suck air out of your home to determine the rate of air leakage you have, the tech did not turn off all the appliances that run on gas as they are supposed to do. as a result my boiler caught fire and was damaged this i found out after the test had been done the next day i called reliance because my boiler was not working properly they came and inspected the boiler and told me that it was damaged beyond repair because of the fire during the test, and that i needed a new one. Since it was January i needed heat immediately so i purchased a new boiler from Reliance at a cost of $13, 000.00, when i contacted the company that had done the test they came took pictures and said that i did not need a new boiler and that i could have had it repaired for a few hundred dollars. i told them that Reliance had inspected the boiler and that they said it had to be replaced so i asked the company what they were going to do about compensating me for the damage they did to my boiler their answer was nothing so i proceeded to take them to small claims court now this is where the wonderful people at Reliance come into the picture. when i asked Reliance to send me a copy of the service report that the tech had that stated the boiler was damaged and that i needed a new one i could not get anyone that knew anything about it. i spoke with every person including the service department head and explained that i need the report for the court case showing that i needed to purchase a new boiler because of the damage that was done by the testing company, but every one at Reliance had amnesia and could not remember the techs name or any report. i gave them the techs badge number and the date and time of the service call, but again no help. Reliance lied to me about the boiler needing to be replaced and as a result i lost the case and purchased a boiler i did not need, when i confronted Reliance about the fact they had lied to me they denied it i asked them to prove to me that i needed a new boiler as was told to me by their technician they responded that their technician would only give me a recommendation as to replacing the boiler, but that the decision to replace it would be mine, of course i explained to the wonderful people at Reliance that confronted with the option of repairing the boiler for a few hundred dollars or replacing it for several thousands of dollars i would be stupid enough to choose the latter. the only thing you can rely on is that Reliance is a crooked company that lies and does not care about its customers i will never purchase anything from them and will never recommend anyone use them, beware when dealing with Reliance and never ever trust what they say its only to get you to buy their products.

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don't use Reliance!!!!! Ever
Kingston, CA
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Aug 20, 2013 3:04 pm EDT

Our first daughter was six days old, in the beginning of March 2010 and someone you had contracted work out to put in a new hot water tank. The current tank at the time was rusting and giving us dirty water, which we obviously didn't want for our baby. The contractors had to turn the gas off and not caring about the job they had done, did not do something right before they left. Because our hot water tank is also a boiler for our furnace, we discovered the furnace wasn't working that evening and we called Reliance only to be told it wasn't their problem. We KNEW that it was because the contractors had to do something while they were working on the hot water tank. Your solution - you would come the next day, leaving us and a 6 day old baby with no heat on a cold winter's night. Needless to say it was unacceptable to be left in the cold with a newborn and you FINALLY agreed to have someone come out. It was an easy solution and the person that came to fix it was nice, but the fact that we basically had to fight with a company to fix their mistake when it meant we were freezing was unacceptable.

Sunday, we noticed the hot water tank was leaking. My husband called Reliance and they said someone would call us back within three hours. We were called back approximately 45 minutes later. We were told by the contractor from Brunet that work is on a voluntary basis on the weekend and none of his guys are volunteering. Coincidentally we again have a newborn in the house. My husband explained this and he didn't care. When my husband said he would get someone else to fix the problem, the representative stated he couldn't do that because it is not our property. His suggestion was to turn off the hot water tank and hope that 60 gallons of water didn't continue leaking in to our basement. He said someone would be out to our house on Monday between 9 and 10:30am. This is VERY inconvenient with two small children, especially when washing hands is critical to a newborn's health.

Monday, I had to call back to Reliance at 11am, as the contractor had not come. The woman called the contractor and confirmed they would be here within 5-10 min. They showed up shortly after this, but were still 40 min late when we were already given a 1.5 hour window. The two men that showed up were not very professional, they did not put a mat down and walked on our off white berber carpeting once before deciding to go back to the truck and get the mat. They then walked on the floor again to put the mat down. The mat should have been put down the first time, and in a way which prevented them from having to walk on the floor at all! The problem was fixed within 15 min but the situation did not end there.

At 1pm I went down to see even more water than the original problem on our floor and the valve at the bottom was clearly leaking. After another call to Reliance, Brunet called us and asked, "are you sure it's your hot water tank leaking?". We really hate to be questioned when we can SEE the water dripping from the tank and have to put something underneath to prevent more water damage. I explained that the valve clearly hadn't been tightened enough. The same woman called back again at 2:40pm. She said that she spoke with the guys and they hadn't cleaned up the water after they were done the job. I said, "no, I'm telling you it's new water that I can see because they did not tighten the valve, you need to send them out because we aren't allowed to touch this." To be questioned twice when the guys you have sent did not do their job properly is extremely aggravating. One of the original guys showed up at 3:10pm to take a look, and sure enough he hadn't tightened the valve all the way. If I can figure out what was wrong within a minute of looking at this tank, obviously there was extremely poor work done on your behalf.

You claim to have "Excellent Service, 24/7, Guaranteed". Yet you neglect to tell your customers that this is on a voluntary basis. Interestingly enough the two times we have needed service, it has been declined. None of that statement is true - you contract the work out to people who are unprofessional, late and do inferior work. A guarantee that work will even be done when you need it would be nice, nevermind "excellent service". These are the people you have representing your company? Needless to say, we are extremely disappointed and we will be sure our next house does not come with ANY service that Reliance provides. We will be telling others about our negative experience to ensure this does not happen to our friends and family.

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sury
Brampton, CA
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May 10, 2012 12:01 pm EDT
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Very bad experience with Reliance Home Comfort. I was leasing hot water tank for my old house. I sold my house and before moving out I called Reliance and provided my lawyers contact info. Reliance faxed the assignment of lease document to my lawyer. My lawyer then faxed the same document back to buyers lawyer. All this was done before the closing date Oct 31 2011. Couple of months back we found that Reliance is still collecting money from my account. We then contacted customer care and they said they will look into this and they will make sure no more money will be taken from my account and I would receive a mail in 2 weeks regarding the over payment amount. They have stopped collecting rental charge for old house since April. I still have not received the over payment money. When I contacted the customer care again couple of days back, they said the old account is not closed yet. They asked for new owners name and once I gave them they said they will now close and refund my money that was collected since January's 2012 and not from 2011 November. Why? This means Reliance for no reason is penalising me and collecting 2 months payment (November and December 2011). Why should I be penalised? Again it is almost 2 months since I noticed this and I have not received anything back. Every time i call customer care, I have to start explaining from beginning and each time I get different answer.

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Pisces01
XXXXXXXXXXX, CA
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May 03, 2012 8:58 am EDT

neighbour had new furnace and central air put in.just last week... first time turned it on.. did not cool and outside unit noisy as hell.. so glad I found out before we replaced ours. stay away from Reliance!

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daytripper
Burlington, CA
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Apr 14, 2012 1:05 am EDT

Reliance forces their employees on the front line to abide by their policies but upper management and retentions cave in at the slightest malodour of an escalated complaint and give away the store to make the problem disappear. The management does not want to fix the problems that develop. Assigning months of free rental fees seems to be the preferred manner of operation. I got 9 months free rental and never asked for it. That was after being offered 6 months after I insisted on an apology for my issues. I never got the apology just the upgraded rental fee holiday. Not a good company to deal with. I feel bad for their technicians who seemed stressed and somewhat embarrassed to have to toe the line. They are very good and I have no complaints with them . Reliance has a management problem and I suspect a customer focus problem as well . I took their bait but I still don't like the organization.

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Andres C
Toronto, CA
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Dec 15, 2010 2:20 pm EST

I have been paying for 12 years for this insurance and now that my furnace stoppd working they send 2 kids to look at it and when they saw my furnace they said that they did not know how to fix that type of furnace. The day after I called again so they can send someone that knows how to fix and they told me that no, that they can not fix because it is burned out. So I told them that that is not true because the technicians that came did not know about this type of furnace and they had to send some one that knows. After all they never fix the problem, I had to go buy a new furnace. I would never recomend this company, it is a scam, they send kids that dont know what they are doing and than say that since it doesn't work they cant fix just by looking at it. Worst insurance ever, I paid for nothing.

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Kim at Reliance
Oshawa, CA
Send a message
Mar 08, 2010 9:56 am EST

Dear rachelb79,

I am glad to read that everything has been resolved. If you would like to provide me with your address, I will be happy to look into the billing situation. Please do not hesitate to contact me with that information by phone or email at [protected], kallen@reliancecomfort.com. Sincerely, Kim.

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rachelb79
chatham-kent, CA
Send a message
Feb 01, 2010 7:48 pm EST

The matter has been, for the most part, resolved to my satisfaction. My only wish would be that my landlord didnt have to pay for all of the new piping that was needed because it wasnt up to the latest regulations. I have good relations with my landlord, she wants to sell the house to us but we arent in a position to do so, and would hate to have to go looking for another house to hold a family of 7.
Things got fixed eventually in a timely fashion considering all the phone calls we had to make, the stress it caused, and the rude reps I dealt with, and the errors that were made on their end with scheduling.
In the end, it worked out. A new water heater to rent, and new piping to be par with regulations. But it goes billed to the landlord, who is away right now, and I will have to deal with her when she gets back *sigh* I dont want to be house hunting.
The higher uppers that I dealt with in the company were very kind. In the end, this company came through for us...they could one up it by knocking 50-75% off the bill, but maybe I'm dreaming.

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Kim at Reliance
Oshawa, CA
Send a message
Jan 29, 2010 11:33 am EST

Dear rachelb79,

I just read your post and would like to apologize for the poor customer service you experienced during the past 24 hours. I understand the issue has been corrected within 24 hours; however we share in your disappointment with our level of service provided. I'm the Customer Relations Supervisor and I want to ensure that this issue has now been resolved to your complete satisfaction. Please contact me by telephone at [protected] or by email at kallen@reliancecomfort.com if I can be of any further help.
Kim

ComplaintsBoard
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10:06 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Reliance Home Comfort service

It's saturday morning. I'm sitting in a freezing cold house as my furnace stopped working last night around eleven o'clock. I pay more than fifty dollars a month to rent the furnace and have free service and repair with that payment.
After being on hold for twenty minutes just to reach a representative, I was told that the earliest they could come was monday between eight and noon. Obviously this is unacceptable. They told me they would contact their 'dispatch' department and try to have our call bumped up and someone would call me back that night. Hours and hours go by... No call. I call back, just to be told the same thing. They're reading from a script and are obviously not allowed to deviate from what they are told to say. I asked to speak to a supervisor, and was told there isn't one there. They put me through to a 'lead hand' who read from the same script and wasn't at all helpful. He also told me someone would call back. Nobody did. My husband called this morning and was told someone would call back. Nothing.
I just got off the phone with them again. I waited a half hour just to speak to someone, and was told the same story.
I'm being told to sit in a house with no heat and wait for a call from someone in the service department who is going to tell me that they might be available before monday.

I understand that they are busy, but what am I paying all this money for? Apparently so I can freeze my ### off. We will be looking into another company after this...

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Mark E Wilson
Stirling, CA
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Mar 28, 2022 2:44 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Extremely unhappy with Reliance. We purchased a furnace and a/c thru rent to own a couple years ago. Had the yearly inspection late last year, and was told they were ordering a part. Never heard anything more about it. The furnace worked until a week ago. We have been without heat for 8+ days now, and keep getting the runaround.

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ROSELLE TOMBOC-TIMOG
US
Send a message
May 15, 2018 12:07 pm EDT

TO WHOM IT MAY CONCERN,
Hi there! How are you? We Henry and Roselle Timog. We live at 2669-24 Southvale Crescent, Ottawa, Ontario K1B4V2. Our Enbridge account number# [protected] 6. We have to make and file a compliant with this companies, Reliance Home Comfort, Viva Financial, and UtilEbill. Because, we got on scam. we are a victim of fraud. This companies are the door to door seller, that lied to us. they came in to our house, they said, they just want to check our furnace. but then they installed their products into our furnace, they said its free, and its Ontario law. we signed the pappers without cost. but then, all of a sadden they charges into our Enbridge bill. We are shocked! We tried to contact them to cancel their product, since January 2018. but they said, they cannot cancel it. We already file a complaint to the Comsumers Protection, against of these companies. We already advised by the lawyers of PROBONO ONATRIO.( legal adviser of Ontario) That, we have to file a complaint to Enbridge, against of these companies, to stop them/ stop the payments to them, and to remove in our Enbridge Acct. Please help us, Please remove this companies that changes in our Enbridge bill acct. as soon as possible. We really need your help.
THANK YOU, FOR YOUR KIND AND CONSIDERATION!

Respectfully yours,
Henry and Roselle Timog

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revange
CA
Send a message
Dec 24, 2017 11:54 pm EST

An article named Lien on me: Furnace rental contracts can be registered against your home which unveiled Reliance’s immoral behaviors was posted on the news paper The Hamilton Spectator. The writer Al MacRury asked anyone who has had a consumer problem to contact him. Call [protected] or email him at amacrury@thespec.com 

In the article, it said: The Ministry of Consumer Services says it's watching the marketplace and will respond if there's any sign of trouble. So let’s all shout it out and let our voices be heard. We need to work together and put them out of business.

You can read the article by opening the link below:
https://www.thespec.com/news-story/5616616-action-line-lien-on-me-furnace-rental-contracts-can-be-registered-against-your-home/

There are some other authoritative figures we can use to let our voice be heard
1. CBC marketplace
Email: marketplace@cbc.ca
Mailing Address:
CBC News: Marketplace
P.O.Box500
Toronto, Ontario
M5W 1E6
Fax: [protected]

2.Office of consumer affair
This is the place you must go. The link of its home page is:
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/home

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lowdan
CA
Send a message
Mar 17, 2017 9:46 am EDT

To Whom it may concern:   
  
Hello we are my name is Anne, my husband is Dan how do you do?  we are writing to express our disappointment with the service of reliance, I won't go into the long story of the daily and week to week problems here on e-mail because I know you can check my file on your computer.   Bottom line your company left us without heat for almost 3  weeks in a very cold March weather it averaged minis ten and twenty below c.  I called several  times,  in the end I had your company remove the equipment from my home, because they could not get our heater fixed. We could go out and buy one and have it installed before you would be able to get mine up and running. 
Our disappointment is if they couldn't get the part why not put another space heater in?  But instead your company just left us with no heat and no return phone calls.  Its not like I let them forget about us I called several times letting everyone know there was no heat the only response was call us back when you receive the part. 
It was in the 3rd week when we made the decided to have the heater removed, I mentioned I was going to have to buy our own unit and not one person offered to say to me, something along the line that reliance also sells space heaters and we could purchase from them with a discount for all the inconvience.
But you took my March payment. 
I'm not looking forward to my hydro bill because of the heaters I had to borrow and use.   My gas bill was just as bad because the reliance heater for some time kept trying to come on but would not. 
Liz one of the people I was talking to told me there would be a one hundred and twenty five dollar plus G.S.T. to remove the unit.  I'm sorry, but I was blown away,  she did wave the charge for taking the heater out after I had to complain about that to her.   Thank you for that. 
Liz made arrangements for the unit to be removed the next day, when the service man came he walked in and thought he was there to repair the unit.  I asked him if he had the part.  Of course he said no... so I explained to him your suppose to remove the unit.  The service man had no idea he thought he was there to repair (with no part).  Again he made more calls and finally it was removed. 

I believe our situation should of been a priority since there was no heat for such a long time, but there was no solution on the side of reliance, which made me ask myself why I'm I paying almost $800.00 a year for your service?  What I am going to ask is that I would like my March payment since we won't be using it, if you would so kindly credit my account towards the hot water heater that I still have with reliance.

Sincerely,

Anne & Dan

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robf_70
US
Send a message
May 28, 2016 6:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

This is unacceptable customer service in this day and age.I will be talking about a class action law suit against Reliance to my lawyer very soon.
No hot water since this morning, and these [censored]es cant be bothered to pick up the phone.If I hear that recorded message once, Ive heard it a thousand times.
I am placiing a call to the Ministry of Consumer Affairs, and I would suggest that course of action to anyone who has suffered from the incompetence of Reliance Home Comfort.

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Kail T Rajah
Whitby, CA
Send a message
Jul 18, 2015 11:08 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I have on rent, seven hot water tanks and four space heaters from Reliance. One Hot water tank sprung a leak, my superintendent called Reliance and a technician arrived and confirmed that it is a leak, will take a few days to replace it. With permission from Reliance, we had it replaced by another contractor the very next day. Reliance was charging us $91. a month. The new people is charging me $75. month. The hot water tank was disconnected and left inside the Furnace room on May 29th. 2015, after a few calls and loud complaints from me, Reliance's contractor has promised to remove the tank from my premises. Reliance had also charged the June Rental for this tank. I am now told that the June Rental has been reverted and it will show in my August Bill.
I am contemplating changing all the other rental units to Enercare.
Hey Supervisor, Customer Relations, Reliance Home Comfort, do you want to lose a good customer?
Kail T. Rajah

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MikeKD
Cambridge, CA
Send a message
May 29, 2010 11:09 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Regarding my complaint of 26 May 10.

I noticed that most of the complainants never post results of their complaints.

I would like to say thank you to Kim at Reliance Customer Service. Kim called me and reviewed the situation. Once misunderstandings were cleared up, the situation was resolved to my satisfaction. The techs did arrive mid afternoon Friday 28 May and the problem was fixed within 15 minutes.

Hopefully everything will continue to go smoothly.

Thanks again Kim.

MikeKD

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beep
Kitchener, CA
Send a message
Apr 04, 2011 1:44 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I went through a Reliance Home Discomfort abusive billing as well. They called out of the blue a year or 2 ago asking if I was interesting in a home furnace service assurance for a nominal service charge which would be covered by a rebate for the first 6 months. Fine. The bill was so small...at first. It slowly increased the following year and then I was sent multiple bills at different prices. I called them and tried to cancel and was told I had to send them a letter in the mail to cancel. Good enough...after digging through their paperwork there was no apparent address to cancel so I called them back and they told me I could cancel by sending an email. They gave me an email address and I sent off my cancellation.
In a short period I received a MAILER DAEMON indicating the email address did not exist. I called back and became belligerent enough that I was referred to someone that only gave me his first name and when he started going through the same spiel about having to mail them I told him to stop feeding me [censor] and cancel my account and the creative billing.
He then got hold of his supervisor and I finally got a cancellation authorization number.
The following month the bills kept coming with different values that could not be followed so i had to go back to their billing department to stop any collection agency from destroying my good name. I went through 4 levels of being put on hold with the same lying crap and would not get referred to a "supposed" higher person until I started swearing about their criminally insane abusive behavior. When the last guy finally got on the phone after about 15 minutes on hold I had finally figured out that I should be able to go on their website, sign up for my account number, and unsubscribe on their website...THE WEBSITE DOES NOT ALLOW YOU TO MAKE A PASSWORD TO ACCESS YOU ACCOUNT!@%$?.
The last guy on the phone tried to make it go away if I just paid the last bill from the time I made the first complaint and after explaining that the bill was paid in full at the time and I had a bank record to prove it and that I wanted his last name and location of his office so I could sue, he sent me an e-mail verifying the account was cleared and it actually had his full name and a reliance logo.
I think this is what the dragons on Dragon Den call squeezing the customer for more money.
These guys should be in jail.
We consumers need protection from this.
I suggest anyone that has had to deal with this company or any other creative billing ( Rogers perhaps or Bell?) should contact their politicians during this election and have these thievery practices obliterated !

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Mr. Ottawa
CA
Send a message
Feb 12, 2011 9:40 am EST

I'm renting my condo in Ottawa, Ontario and Reliance will not bill the Tenant and as per their policy they are billing the owner that's it that's all. This would be the same as if the Hydro or Bell would change you directly and then you have to collect the Tenant.

I hope Reliance read this...I will remove their " hot water tank " from ALL my properties!

I am the client and if my money is not good for them, I'm sure another company will be glad to take it.

Another UNHAPPY custom of Reliance Home Comfort

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Nigel Elliott
Woodstock, CA
Send a message
Jan 09, 2011 6:10 pm EST

DO NOT DEAL WITH RELIANCE HOME COMFORT. Only this company will sell you an unefficient ultra high efficient furnace. It was not till the warranty ran out and my thermostat failed that I discovered what they had done. Basically I used $2000 dollars more fuel than I should have because they did not install a 2 Stage Thermostat. THIS COMPANY IS ONLY CONCERNED IN PROFITS >>> SCREW THE CUSTOMER. It cost $200 installed to fix the problem, THE FURNACE GUY was great and I will deal with them from now on. My house stays warm all the time and the furnace just dribbles out heat. Truly Ultra efficient. Thanks to THE FURNACE GUY...

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6:26 pm EST
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The water heater started leaking on friday, was noticed on saturday when after running the tap for more than 5 minutes, did not get hot water. Called reliance home comfort and vide their ref # rnt 3277344 and informed them that the tank is leaking from inside, the lady told me that they will fax the complaint to the contractor but no promise when he will...

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Reliance has been providing affordable, reliable home heating and cooling to Canadians for more than 50 years. Our customers know they can count on us for fast, friendly, knowledgeable service and advice – and that’s comfortable!
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Overview of Reliance Home Comfort complaint handling

Reliance Home Comfort reviews first appeared on Complaints Board on Nov 29, 2008. The latest review Reliance The Furnace Company - A Trusted Choice for Home Comfort was posted on May 16, 2024. The latest complaint Complaint of Service was resolved on Mar 02, 2020. Reliance Home Comfort has an average consumer rating of 1 stars from 362 reviews. Reliance Home Comfort has resolved 34 complaints.
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  2. Reliance Home Comfort phone numbers
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