Reliance Home Comfort
Reviews and Complaints

Hi Reliance,

It has been 7 weeks I have placed a service call to your customer support on Dec 14, 2022 for the issue having no hot water in our house. As of today, the technician came over 6 times and the issue is still not resolved.

The last tech visit was yesterday and he was also not able to resolve the issue, rather he made not having cold water at home. As per my wife, she is waiting home today for the tech to fix the issue within service window 7am to 11am. Unfortunately, as of 12:15 pm, no one showed up. I called from overseas to customer service as I am outside the country now. Your customer support is hanged on yo my call and I got frustrated. My wife did not go to the office today. Because of morning appointment. You guys have to comoanset our loss like, her office missing one full day, pain and suffering for 7 weeks, damaging vacation enjoyment for myself and also fix is needed ASAP and we are waiting for it.

It's a big pains and sufferings along with a monetary loss to the family for the issue is not having resolved. Root cause is Reliance Service.

Thanks,

Iftekhar Mahmood
3831 Janice Drive
Mississauga, ON
L5M 7Y6
Tel - [protected]
Email - [protected]@yahoo.com

Contacted Reliance on October 24/22 of upcoming purchase of house
Sent email to upgrade to tankless water heater on Jan 23/23, told not on account
Called Jan 25/23, 6 calls with Reliance & Enbridge, Enbridge changed account on Dec 15 & notified Reliance with a reference no. (I provided to Reliance. Assured change was made & sent out rep, Reliance provided me with an ID number of change

Jan 27 call Reliance, still not on account, told data entry slow. Call back in 48 hours
Called Feb 2, still not on account, told call would be made to Enbridge and I would hear back. Still nothing.
Spent 6 hours on phone calls to get this resolved and still not resolved.
Very frustrated. This is complete and total negligence on Reliance end.

I need to know WHO can make this change and get it done. I’m paying an Enbridge bill which is in my account but only one who can make changes to equipment or service is the previous owner. I’ve owned the place since December 15/22

We have been long time customers and renters of your hot water tanks and now we are renting your furnace. Yesterday (Janurary 30th 2022) while having our new furnace installed, the tech person noticed that the exhaust pipe from the hot water tanks motor (which we have rented for many years and are still renting) has broken, resulting in the hot water tank unusable and being tagged out until the pipe was replaced. To our surprise, it is not covered by you as part of the rental fee or the plumbing insurance that I also pay monthly. Which I find shocking, because it is most important to run the tank. Why is that? When we rent your products it includes being maintained and if something is broken that is needed to run your equipment, should that not be covered in the rental fee we pay per month? Now, I do understand that if it was like a water pipe or something that was in our house, that was already there previous to installing your product that we are renting from you, then I could understand the charge. However, I now have and additional 200 dollar charge on top of a installation fee for the furnace.

Your company says that renting your equipment will give us peace of mind because you are responsible for maintance and servicing. I now have the fear that because of what we experienced with the hot water tank motor exhaust pipe and that extra cost, I fear there are other hidden costs that might arise with the rental of this furnace. Times are tight and money is tight.

Thank you for your time

I had a furnace replaced in October of 2022 with a new furnace and heat pump. Within the first month a technician was sent to inspect the heat pump for excessive noise and water discharge up against the house. He said the heat pump would have to be moved. Nothing was done. On or about Jan14/23 another technician was sent and he reported that the heat pump needed to be move as I was now getting water seeping into the crawlspace from the water being discharged from the heat pump up against the foundation, possibly causing damage to the foundation as a result of the water freezing and thawing. I have called 6 times since that time and have been told 6 times that a manager would come to the house to move the unit. No one has called or come to the residence. I now can't use my hot tube because it is incased in 5 inch's of ice from the heat pumps water discharge. The work order #5043103 speaks for itself. My warranty covers a lemon clause stating that after 3 visits it will be replace. I demand that this be rectified immediately or remove it.

New client effective Jan. 16th, 2023. Scheduled hot water tank install for Jan. 17th. Installed but no hot water. called for a service call Jan. 17th. Service tech was given incorrect address and called stating he was at the other address. I corrected the address. He called his manager they couldn't find my account. How can a new customer be made to feel so unimportant. tech could not fix the issue due to it being a different part than a new tank (this would have been good information to have PRIOR to purchasing the tank). Tried to schedule a new visit and they coulnd't find my account AGAIN. he was able to take to his manager and finally get the service call for today. They just called me and had the WRONG ADDRESS AGAIN. this is unacceptable. I have been a new customer for 3 days and it has been the absolute worst service. I would like to discuss what allowances will be made to all of the inconviences I have endured.

Hi I been renting a water softener for a while, now this unit is broken since September 2022 and as today no one has come to fix it. I made numerous call to them and they all tell me someone will call you, as today Jan.17 2023 no one as called me. I would like to know why they are refusing to replace or repaired it when I rent. In mean time I have been paying rent for a broken unit that belong to Reliance and I am tired of calling them with no resolution.

I am not happy with the service for this product, I rented for the reason that if I have a problem with it they would take care of it not to be a night mare and so much inconvenience.

My name is Ray Hamilton I live in Garson Ontario my mom rented this generator from reliance company had a guy that came out to fix my generator he sat in his van for 1 hour then I phoned again the lady said that the company didn’t sell generator then phoned again this guy came out to see what wrong with it and didn’t even check the battery he said it was the motor it only one year old the reference number is 503623 the serial number is [protected] we been with this company for more 16 years and that how the treat us This is the worst company I have ever seen. Six days we waited no more don’t ever ask me to get other thing from this company my phone number is [protected] cell number is [protected] address is 66 old skead rd Garson Ont P3l 1n1 account number is [protected]

- To move about 5 ft in the same machine room
- Rats and other pests are coming by those pipelines
- Pest control company did suggest moving, maintenance and replace the hot water tank and chimney
- Rats and pests are very much unhygienic for health
- One technician visited on December 30th, 2023 and recommended removing this hot water tank.
- I am not getting any kind of help for the last two weeks from Reliance Home Comfort

I would like to inform you that I am not getting any help from Reliance Home Comfort for moving hot water heater.
I did try last two weeks and I spent a significant time for this service. It is very unfortunate that they could not email their decision. It is absolutely an unfair practice.

My house has rats with those pipelines and a pest control company did suggest me to take this action as soon as possible.
In addition, rats are unhygienic for health and everyday foods etc. This company did not consider my request to remove the hot water tank in the same room.

I am looking for your help or otherwise I have to change this company to protect my house from rats and other pests.

Regards,
Gazi Farok
42 Overture Road, Scarborough, ON, M1E 2V9
Cell: [protected]

I have been calling your company for the last month approx. Nothing but screw ups and the run around. I have a rental home that we have sold and closes the 20th. First they had the water heater from my home listed in my rental and the rentals in my home. Then wait for technician to verify, he does on a Friday and tell us it will be in the computer on Monday. I find that hard to believe so I wait a couple weeks and call and guess what not in the computer. Person finds notes but can’t put them in but has to request an investigation. I wait and nothing. I call back again and talk to supervisor Chantal and she says she has to escalate the investigation and says she will call me back and guess what, no call back. I call again and speak to Crystal which was great and gets it out in our file. She sets me all up to get the buy out and gives me her email in case of trouble. Still nothing, so I email crystal twice to find out she’s off. I call 2 more times. Everytime I call I’m on the phone for minimum 1 hour. so the final call I get Joan that is helpful but now tells me that her supervisor will split the cost with me. I agree as I need this over with for sale of house to go through. She then tells me about the buy out takes time to go through and I can’t get a receipt I own it till I pay the bill in full. I pay by online banking which also takes business days to process. So now I need a receipt by Wednesday at the latest and am pretty sure all the processing won’t go through by them which means the house will fall through.

This is all because of the incompetence of some people working at reliance. It was supposed to be a simple buy out a month or so ago. what I am supposed to do? I need a receipt saying we own the water heater rental for the meeting with my lawyer on the 19th or before! This is nothing to do with any fault of ours so why should we suffer for all the mistakes and screw ups reliance has made? I need a resolution for this asap please!

Kelley Horrill

[protected]

[protected]@cogeco. ca

OCTOBER 3rd Reliance at [protected] a Furnace, A/C and HRV

OCTOBER 5TH Jamie Moore came and gave me a quote for $14,835 and cents. I told Jamie I wanted what I have now Carrier infinity , He told me Carrier does not make HRV's any longer but the one he has is made by them and is compatable. Said he would throw it in, at the above price he is not giving me anything.

OCTOBER 17TH Jamie returned to my home I gave him the cheque, he left

OCTOBER 20TH Jamie called tech will be here Monday to do the installation

OCTOBER 24TH Jamie called tech's have covid 19 will call me back,

OCTOBER 27TH dId not hear from anyone so I called Jamie Re: furnace

installation N/A.

OCTOBER 27TH

TECHNICIAN HERE could not install the HRV there were

not enough timers. someone will get back to me.

NOVEMBER 4TH called Jamie Re HRV left message also I have not recieved

any paperwork yet. No return calls.

NOVEMBER 8TH I called [protected] A man answered told him my story

had to go away to speak with someone. He told me I had

fallen through the cracks and someone will call me and he

will call later to make sure I had been called He could not

apologise enough NO ONE CALLED ME.

NOVEMBER 9TH I called them back, another person answered he will get

the manager to call me. JAMIE CALLED ME they will call

me next week they have covid 19 /?/

NOVEMBER 15TH tech will be here Thursday

NOVEMBER 17TH CANNOT hook up HRV as it is not compatable with carrier

he would have to put thermastat in basement that would

be no good as I cannot use the stairs He will try and get

me a carrier motor someone will get back to ME

WHEN I WENT TO CLOSE THE GARAGE DOOR I NOTICED THAT HE HAD TAKEN THE HRV

NOVEMBER18th called Jamie i need my paperwork Needless to say I GOT

NO ANSWER TO MY CALL.

NOVEMBER 22ND CALLED [protected] SPOKE WITH DEBARAH

SHE spoke with her manager she is doing an e-mail to the manager in

Kingston and her manager will call me before business ends today

AGAIN NO ONE CALLED ME

NOVEMBER 28TH CALLED JAMIE MOORE I WANT TO KNOW WHAT IS GOING ON THEY HAVE TAKEN AWAY THE HRV AND i HAVE NOT HEARD FROM ANYONE ABOUT A CARRIER MOTOR '

I PAID $11,000 FOR THE FfURNACE I HAVE LOOKED INFINITY UP AND THE PRICE IS $5,800 AND SOMETHING AND WITH THE OLD FURNACE IT COMES TO ABOUT $7,800 and something so the HRV was not given to me

A tenant moved out of my semi on Oct 31. Property is at 26A Fairview Ave, St Thomas ON.

No one from Reliance contacted me whether or not I wanted to keep the old rental water heater in or replace it with my own.

Without notification, Reliance 'assumed' that I wanted to maintain this old rental in the building - Shouldn't you contact the owner first before making this assumption?

And to add to this, Reliance wants to charge a 35 dollar account set up fee - What would be the fee if Reliance contacted me prior to Reliance assuming that I wanted their old water heater? Zip!

I am totally disgusted with the business practice of Reliance

Attention to Mr. Sean O'Brian

Hello Sir,

My name is Simona Brace, and I live with my husband at 100 Ivy Glen Dr, Maple, Ontario L6A 0P2. We have been loyal customers of Reliance Home Comfort for more than 16 years who pay our dues on time without any concerns or delays. Both my husband and I have been satisfied with this company for the service they provide. Recently, on November 10, 2022, our furnace stopped working and based on the Reliance technician, we had to replace it with a new one. Mr. Jackson Jian, a sales representative, came and provided us with a few options for the furnace replacement. We were more interested on Goodman brand, and we got the price for a new one of $4900+ tax and a free thermostat and filter as per the Reliance package advertisement. Paying lump sum was expensive for both of us, so we decided to rent it, which came up with $90 / month for 84 months by Jackson's calculations, and I signed the agreement. My daughter, who is a lawyer, offered to pay the whole amount after we talked with her. The next day on Saturday, November 12, 2022, when Jackson came to our house to set up the thermostat, I told him that my daughter will pay it off right away, and he agreed upon it, but he required a couple of days to work on it.

It has passed almost a week, and I still don't have the purchase agreement. Honestly it seems to me that it is a shady business, that's why it is left somehow forgotten or neglected. I have sent many emails to Mr. Jian, but he kept saying I'm working on it and no results. Please see the email correspondence below.

Our concerns are as follows:

We asked for a Goodman brand, and in fact we got Force Air. Why?

Our previous Bryant furnace was 80000 BTU, and we don't have any technical specifications for the new one.

The price Mr. Jian showed us was for a new Goodman was 4900+tax. What else does he need to calculate?

The free thermostat and the filter have been offered as a package, and we saw the advertisement on TV. In addition, what are the advantages for a life-long loyal customer?

We kindly and humbly ask from you to intervene in resolving this issue as soon as possible, and get the answers to our concerns before we proceed it legally.

Sorry for the inconvenience and we hope to hear from you soon.

Simona Brace

My name is Larisa Dyuzheva. Since September 2022 we tried to buyout the furnace in our house, 1096 Ridgemount Blvd, Oshawa, L1K2K9 Ontario, Canada. I called many times to Reliance and Enbridge. Reliance transferred me many times to Enbridge and Enbridge transferred me back to Reliance. Nobody cared to help us. Finally, I talked to Frances Marian Ocampo (Third Party Billing and Customer Support) and she helped me. Frances created an account (The account number for the buyouts is [protected]) with amount (The buyout amount for the HVAC rental is $ 10180.00+tax = $11,503.40) I paid this amount through my TD back on November 4, 2022. Today is November 17, my lawyer called me that Reliance didn't confirm my payment for the furnace. Tomorrow is our closing day, and we will have trouble with house money because of Reliance. I called today November 17 to Reliance and talked to customer service, and nobody could help me. We are very disappointed with Reliance service. I hope we will never have any more future deals with this company. But still, we need help to solve our big issue.

My email is lora.[protected]@gmail.com

Complaint against: Mr. Bryan TUCKETT.

As we had discussed back on Saturday 15th October 2022, I required the following documents to provide greener homes.

I have contacted TUCKETT on numerous occasions and was to surrender the documents no later than the 1st of November 2022.

I need this action by the end of this week or I will seek civil litigation with my law firm Culp and Massey Law regarding this matter.

The following is what I need. I look forward to discussing this matter soon.

Proof of payment for the purchase and installation of a Heat Pump System that includes your name and address, the name and address of distributor, installation date, amount paid, the AHRI number and details on whether it is a central or ductless system and/or the number of indoor head units installed. Please note that you must provide a receipt or invoice indicating paid in full in order to meet the proof of payment criteria for this program. If you are financing the purchase of your system, please provide supporting documentation.

Respectfully,

Melvin MONTEBLANCA

I was informed yesterday November 09,2022 by my banker that the $2 lien is still on my house caused by a water heater rental from Moeengery.

Your water heater was picked July 25,2022. Third party billing sent me a email on September 28,2022 indicating you sent a credit $2.37 plus tax for Security Interest for the water heater. And my account was closed September.

Please make sure to remove this lien from my house, as it affects my house refinance.

Our rented a/c from Reliance wasn't blowing cold air in May 2022 and after numerous phone calls to Reliance they finally decided to give us a new unit.

Every technician and installer that came by for this job was a 3rd party contractor for Reliance. We've only found out after the job was completed, that the a/c is TOO LARGE for our home, and it was a very sloppy, lazy install to our furnace. They also used the wrong wiring, which we've been told isn't to code.

We're not even sure where to turn to about that. If we could cancel our rental contract and return the whole mess to them, we would in a heartbeat.

Maybe the TSSA would like to have a look at the install?

I had a reverse osmosis rental filter for water. I sold my home and was told I have to pay out equipment. Wording in contract isn’t clear and was advised all I have to pay by salesperson is 350$ to remove the equipment and no penalties which was a lie. I was planning on selling my home within a year or two if I knew I’d have to pay 1600 I would’ve never rented it

Buyer beware this company does not care about the customer experience. They advertise emergency support but dont actually provide.

We are currently renting a water tank from them. Its been validated by two Reliance technicians that the wrong tank is in our home and its not a Combi unit (which is in our agreement) and therefore not capable of supporting our in floor heating unit. This has left us with our infloor heating running non stop since May. Its been 5 months, Reliance keeps telling us they are going to source a tank, but have yet to do so. Our only option has been to “buy out” of the contract, why should we have to buy out if they aren’t able to provide the correct equipment in the contract?

We also rent water treatment tanks from them, but still have the water problems the tanks were supposed to fix. They are refusing to take the tanks back or acknowledge they havent fixed the problem by offering another fix. Again our only option is to “buy out”.

They have missed appointments, cancelled appointments 2 hours after they should have arrived. installed refurbished equipment they claim is new and continue to gaslight us. They dont care about customers or your experience. They just want a signed contact, once thats signed they dont actually care if your equipment works or if they provide the level of service outlined in the contracts.

Hi

My name is Raja/Brampton

Like in the few complaints listed here, I cancelled my Water Heater Rental and I was told that $250 is the cancellation as per the contract with National, which is NO longer in business and is bought out by Reliance Home Comfort and $200 for pick up.

So, bottom line is $450 for cancelling after being a loyal customer for more than 18 years.

This is a rip off for an 18+ year old water tank.

If I want to buyout this 'scrap' they are asking $537 + Tax

Can someone help me out and the others who are in the same situation?

Appreciate it.

Raja