Reliance Home Comfort
Reviews and Complaints

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.

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

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

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

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.

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

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

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'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

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...