Reliance Home Comfort
Reviews and Complaints

My 96 year old Mother-in-law discovered her hot water was leaking yesterday morning. Water all over the basement. She called the Customer Service Number and was told that someone would be out to her that day. She was told to stay by her phone as they would call before arriving and if she didn't answer they would not come. She called a second time and was told someone would be there, but could be anytime between 8 and 5. By 3 she had not heard anything and asked me to call. I was told that somebody would definitely be there and could be up until 6pm. She did not get a call and nobody arrived. This morning she called and was told that they don't have technicians available on the weekend. It appears that either your call center does not have the correct information or deliberately give the wrong information. Neither is acceptable. This involves a 96 year old woman who spent the whole day sitting beside her phone waiting for that phone call. Also, she had to turn the water off and when she needed to use the bathroom had to climb up and down the stairs to turn water on and off. I do not understand why she was not given the correct information. If nobody would be available until Monday, inform her of that. Extremely poor Customer Service. The right hand does not know what the left one is doing.

Nearly 7 years ago I signed for rental of ac furnace and was lied to clearly from the salesperson. I ask three times was this a rental, or rent to own, and he replied rent own, and when asked would there be residue cost he said no- they would remove the equipment free, and didn't really want it back. Then he printed out the contract, which had a buyout cost of "approx. $4906.13" which I signed. now they are quoting app.$6800, which is not approximate. The contract ends in November 2023. In addition to this the maintenance service was to be 2x a year, which they changed to 1x a year by phone in the first 12 months, and missed an obligated year prior Covid lockdown. I will not count those missed in lockdown.

Robert Stewart

1830 3rd Ave West

Owen Sound, On N4K4R8

I bought a new house and needed to change the 20-year old water heater. Reliance was the company renting the old one for the old owner (that they never maintained based on the records), so we were sitting on top of a time bomb. So I got a tankless one based on the tech guy that came and recommended that. All my bills would go down, hot water all the time, pressure, blah blah blah. The furnace was also 20 years old, so got that changed too. They also needed to change part of the plumbing that goes out because it wasn't up to code. So they sent a sales guy to talk about the options. We came to a decision and agreed on a $180/month package, which would include the furnace, A/C, and a tankless water heater. And I got the first 6 months for free, no installation costs, they would cover everything. How great that sounds? That was just the beginning. The crew came, did a terrible job, didn't cover any of the furniture or the floor. I had glue every where. The got the walls dirty because they kept touching the walls. The entry door, same thing. It was terrible. After they finished, they were supposed to clean everything. They didn't. I had to ask the guy to come back and clean. He got a broom, and poorly swept the floor. About the glue, they said they were sorry, and couldn't do anything about it. As I said, that was just the beginning. A month later, I get a bill from Reliance. Charging me for the month they said it would be for free, and on top of that, charging me for the old water heater they took away. I called, they said they were sorry, and I would get a credit for that. A month later, I get another bill, without the credit, and charging me again for the old water heater. AGAIN. I called again, they said the same thing, they were sorry, they couldn't refund anything, and that on my next bill I would see the bill fixed. This has been happening for 6 months now. SIX MONTHS. I called the sales guy multiple times, and every time he would say he got it fixed. And here we're. On top of that, this month, I got a LATE PAYMENT CHARGE. They have me on pre-authorized debit, and they charged me for LATE PAYMENT CHARGE on a bill that I shouldn't be paying in the first freaking place. Also, every time I call them, it feels like it was the first time and that I never called them before, so I have to waste at least an hour with someone that doesn't care about what I'm saying, doesn't see what happened in the past, doesn't solve my problem, and provide the worst customer service possible. Now I'm just trying to cancel everything, and find another provider, and at the same time, get my money back.

I purchased my home 8 years. It had a hot water tank rental of $30 per month which I automatically took over. I was informed that the hot water tank is 9 years old right now. I wanted to buy out the tank and I was told that it would cost me $2,036. This is more than what a new one would cost. They offered me one free month of $30 if I agreed to stay with them for a further 12 months. I told them I wasn't agreeing to anything with them. The amount is ridiculous, and the total cost would be over $5,000 if I bought it out now. They have me backed in a corner where I just can't win. I think it is very dishonest and quite disgusting that that is how they chose to make their money rather than offering a good service.

I Purchased an Air Conditioner in Winter 2023 and it was installed, but never used, I tried to used it in May and it was not working, I call reliance and a technician came to look at it, he told me it was frozen and need to thawed was unable to fix, the weather was very hot in the 30s degree, few days later a second technician came to look at it, he told me it needed a new parts and an installation person to install the part, which he ordered, the part came a day later, I phone reliance and informed them, its been 2 months now, I told them I bought a new Air Conditioner why is it not working and why does it need new parts already, I requested to have a new Air Conditioner, no reply, I called reliance many times and was told someone will get back to me, have not hear from anyone, its summer and getting hot, I am very disappointed.

My basement was flooded and it put my pilot light out on my water heater. I just wanted them to relight the heater but Relience said it had to be replaced. I year later they are now trying to charge me $1153 plus tax for a water heater that was used, This was an act of GOD which I am not responsible for. The town declared a a disaster area because of the flooding. I did not agree or sign anything saying I would pay for damage when they replace the heater. I am disputing the charge and it should not be on my rental bill until the matter is settled

Account [protected]. This is an estate of Horace Thorne. The house was sold May 15. We emailed [protected]@reliancecomfort.com his death certificate. The new owner of the house registered online using our account number and sent us a copy of our bill dated April 6 for $154.90 saying we need to pay our bill. How can they just register online and have access to this account?

Close the account and Stop any access to this account, mail the last bill to 16 Gorsebrook crt as the mail is redirected.

Do you understand this is wrong ?

Richard Thorne executor of Horace Thorne

Cartels have better business practices and treat their customers better than Reliance does.

Inherited a rental contract with the house. Never signed a contract ourselves. The rental water heater was 12 years old but otherwise working fine. Bought and installed a new water heater and are cutting them out. They want $450 to pick it up and close our account, or I can take it to their drop off depot myself (hours of operation Monday, Wednesday and Thursday 8 am - 12 pm only) for the low low price of $400. The actual tank is worthless, and our insurance company said we must replace it or forego water damage insurance on the house.

Bit the bullet and decided to pay the pickup fee. They were supposed to show up between 10-2 today to haul their garbage water heater away. No one showed up, no one called, no one texted. This is the kind of service I would expect for a company that would charge $450 to cancel an account that we never signed up for in the first place.

I have a reliance boiler in a rental property that is occupied with tenants. This boiler is less than 2 years old.

The boiler gave up about 3 weeks ago. Since then there have been about 10-15 service calls to “check the issue/fix the issue.”

A few times a tech came and told us the boiler needed to be replaced. Then instead of replacing the boiler, Reliance tells us that they are going to send a senior tech. Senior tech came decided they needed to replace a part, so the part was replaced but the boiler still doesn’t work.

Now a whole week after that latest development, I still keep calling Reliance everyday to replace the boiler. They keep telling me that either their sales team or their back-end management team will call me about the new boiler.

We still haven’t received any calls and my boiler still isn’t working. There is no hot water in the unit.

This seems like a case of fraud where the company is running a Ponzi scheme where they collect the monthly payment without any intent to fix their equipment when it breaks.

Reliance

April 20th had a service tech come out to look at the AC

He said he thought it was the capacitor

that if it was that it would be 350$ charge.

We asked if it does not work are we still charged he said no if it doesn’t work I will take it out and we will go from there. He also proceeded to tell us the part only cost 20$ and how to install it ourselves if it happens again.

The technician then installed the part. The fan turned on during his brief system test. The technician stated that must of been the issue despite not testing the ac system prior to changing the capacitor. we sign assuming he new what he was doing and he leaves. I run inside realize there no cold air coming from the vent and the AC is now making a worse sound than before.

I called him not even 2 min after he left my house. he said how sorry he was he should of came in and checked the vents and the thermostat that he would call reliance to make sure we weren’t billed and that the part is only 20$ he doesn’t need it back. We then asked if he could send a sales man out for a quote and we were quoted 7,000$ for a new AC so we didn’t do it. This month I get a bill for that 350$ for that part.

I called was talking to customer resolutions they said okay we will send someone to get it May 25 and then dismiss the charges .I took the day off for this guy to come I get a call at 11:30 he is on his way and should be at my house in approximately 30 minutes. I sat and waited till 2pm for this guy. I finally called reliance they said the manager told him not to come. Nobody could call and let me know he not coming.

After many phone calls and hours on the phone and day missed at work. They tell me I have to pay 180$ for a part that the service tech said he would take out if didn’t work and didn’t come back to get. I missed a days pay for another guy who was supposed to come get this part. Plus hours on the phone. From your services tech mess up. Now nobody can get back to me.

From: Tahir Khan
Sent: Saturday, May 6, 2023 1:26 PM
To: [protected]@reliancecomfort.com
Cc: [protected]@reliancecomfort.com

Subject: urgent issue with water heater - 14 Sky Harbour dr - ac no [protected]
Dear Sir

I am having issues with my water heater and logged the complain last night 11pm with call center. The lady promised me that as its water leaking she has arranged 8am appointment for technician to arrive on priority basis. Until 10am no one showed. Then called again and relogged the complain and this time the representative told me he can’t expedite it. The window is 8-12pm and someone will come.

At 11am technician mudasar showup and after his diagnosis called me to inform that the heater unit is beyond repair and hence we need to replace it. I told him, it’s a rented unit from reliance so replace it. Not To my surprise, he told me that we cant repair it, it needs to be replace and the new one will cost 160 per month (the current one we are paying about 46. xx after 2023 increase).

This does not make any sense. We are reliance customer since 2019 and paying the rental charge since then, now if the rented equipment become faulty, its reliance responsibility to repair it or replace it without any major cost to us. This was the same story in nov-2020 when a board become faulty and after the same debate new board was found and replaced. The same area has multiple work/live townhouses and I have many friends living there. I check with them and almost all said this was told to them as well but later Reliance found a solution without cost increase.

Kindly note, that you technician went to the level to say if you are not happy with what I am offering go to some other company. Then just now your so called advisor called saying the same story (shouting and angry) he also went on to say the same that take it or leave it. We can repair it and we will not replace it unless you pay 160 per month (point to note I am paying 46. xx per month currently).

What I want to understand is I have a rental water heater for which I am paying since 2019, my monthly invoice say rental for water heater 46. xx. Then what is included in this price?

Any rented equipment, if it become faulty it’s the responsibility of the company to either repair it or if its beyond repair, replace it. In this case every month reliance was charging since 2019 water heater rental and when its now beyond repair telling me to have it replaced and pay the difference in price (from 46. xx to cad 160) this is not acceptable.

Please note in all these years, reliance never communicated to me that this equipment life is reaching end of life nor told me if equipment become faulty I will have to pay this much big difference in price. Do you think its fair?

Please let me know what are my options? as I cannot pay such a big increase and would like to receive an official quote explaining all this so that I can discuss it and if require can share with relevant authorities in Ontario.

Regards

Tahir

[protected]

Your company owes me money I just payed the bill at the bank and you sent me today a bill for $363.05. For 6 moths starting October 13 2022 you rcompany provided no hot water for me teh heater does not work, and when I tryed to pay the previous owners bills of this house to you rcompany last summer no ne was able to help me I called teh office and two phillippino women one teh secretary the other one the manager told me I dont half to pay nothing, I thout it was very strange and unusual I asked them if they were new in teh COurty and they said yes were from the Phillippines. Also this heater needs to be fixed

I receive at times two to three calls at least four days a week, plus emails twice a week if I’m lucky. They are all related to a call I asked them to help me with and then they put a water plumbing plan onto the bills but they put it under the wrong persons name my deceased mother’s name not mine. They never asked if I wanted it or not . They call anywhere from 8:15am to 6:10pm .

Back in October a Reliance furnace tech had come to fix the furnace. He advised that it would save us on the monthly service fees to switch to one all-inclusive maintenance and protection plan. Which we did. Since October I have been receiving duplicate bills for the protection plan but with two different account numbers.

Every month I have to call them and go through the same speech about them not closing out the wrong account number. Every month I get told it has to go to someone in the back office and the duplicate account will be removed. We just received another duplicate bill for April this has been going on now for 6 months. No one at Reliance really seems to care about resolving the issue. We are making payments to one of the bills but not the other one as it was supposed to have been closed for the past six months! I told them the last time I called that if I got one more duplicate bill I would delete the entire protection plan account and go to another company.

Problem is if they don't close out the duplicate account my fear is it will trigger a collection notice. How many more months of phone calls do I need to make. I've asked to speak to an account manager every time I call and conveniently none are ever available.

Account number:[protected] Gurbachan Tripat Chadha

We are seniors, buy condo 5100 Winston Churchill blvd unit 401 in 2010 sold in 2013. For the last 9.6 years I am been charged 26.84 as hot water rent monthly of my old condo which I sold in 2013. Once condo is sold all utilities are disconnected but not this one as we were thinking this monthly rent is our new home 12 wicklow road. Brampton.

We tried sending so many emails to explain our problem & pain. We also asked to call existing owner of 401-5100 winston churchill as we are paying his hot water rent 26.84 monthly for the last so many years, he should pay to reliance & reimburse to us.

We are seniors & are on pention if we get our money back which is paid by us wrongly moreover reliance did not check they are charging twice for the same hot water tank paying by us & paying by mr. Wong who is present owner of this

Condo since 2013.

My cell [protected] Tripat Chadha

Please dig this matter because this is very important thanks

Since 01st April 2023 I am in contact with customer service for sump pump service and have maintenance plan for Furnace and Water Heater. Taken Plumbing maintenance too. I was told technician, will be at your place on Saturday. No one showed up, understand on scheduling so called in again and was told technician will be at your home on Sunday 02-April-2023 between 8AM and 1PM and technician is calling at 1.10PM stating he doesn't have sump pump with him please reschedule. It was rescheduled for 3rd, 2023 after 6:30PM but Technician choose at 4PM around. I called in again during 6:30PM on status and got confirmation from your office at 9:20PM and voicemail that someone will be there at your place and be present. I took a day off to attend the call and no one showed up either. I had to cancel all my reliance protection plan as it has no meaning if it doesn't work for customer. Please look into it as it is frustrating for all.

I had hot water rental from eco home and then it was transferred to Reliance. Reliance never provided any bill or account number to me or my tenant and I get a call after 1 year to inform that I owe them something and that too an electronic message. The customer service lady can barely explain any thing as English is not her first language.

When I initially took over the property the PAD was suppose to come out of my tenants account and now its coming out of no where and reliance said this is not something that can come out of tenants account. I cannot just ask the tenant to pay for it separately as I will have to make a new rental agreement.

To top it all I still don't know how much I owe and haven't seen a single invoice

At approximately 11:30am on Thursday, March 3, 2023 I was contacted by someone claiming to be from the Promotions and ? department wanting to sell me a heating equipment and maintenance plan on my property at 36 Conservation Way, Collingwood in the amount of $9.98/month -- a special promotion for one year. I declined on the Collingwood property, but asked about giving me the same pricing for my property at 23 Meadowcliffe Dr., Toronto where I am paying about $29 a month. After checking with her supervisor, she said she could do it, and I would have to speak to someone else to cancel the Meadowcliffe contract. She made it clear she could not cancel the Meadowcliffe contract, but she could transfer me - and she also indicated she could not stay on the line with me. She transferred me. The person with whom I was connected indicated that Reliance did not have a plan that included maintenance at that price, but offered me a 2 month discount on my existing plan at that pricing. She could not help me determine who I spoke with. She could not cancel the other contract I had just agreed to. The result of this exchange this morning reminded me that Enercare used to provide better service (they would remind me each year to do the maintenance, rather than me having to remember) so I will call them about my properties in Collingwood, Toronto, Scarborough and Waterloo. My name is Randy Bauslaugh.

On nov 20 2022 a reliance tech came to my home to check a problem I was having with my furnace Hesaid the problem was caused because the duct work was not the right size and He put a work order in to fix the problem That was over 3 months ago and I have not recieved any info on when Reliance will send somebody to fix the problem. I would like to no why this problem was not taken care of faster.

We had per-authorized debit payment set up since our new home occupancy dated back decades.Never seen a Late Payment charge, until the Business name changed to Reliance , There are Late payment charged on every bill. I've contact Reliance regarding the issue, no response and the late payment charge keep added one every bill.

I've noted on my new bills: The issue date and the due date are the same day ?

However their per-authorizing payment registration form only has one option to check for per-authorized debit payment on the due date.

But my per-authorized payment debit date on due date show up several days date later (until bank transaction completed), so that give them reason to add a late charged each bill ? Wonder if this is an administration error or an intended act?