Reliance Home Comfort

My elderly mother had a new furnace and air conditioner installed by Reliance in October 2011. She had signed an rental agreement with Reliance but prior to the first monthly payment due on January 2012 she arranged to buy the equipment outright. She paid the full amount owing prior to the first monthly payment being due. We just found out (March 22, 2022) that there is a $15,700 lien on her home by 2035881 Ontario Inc. (Reliance).

I am aware that many others have had this same issue. Can someone tell me how they resolved this issue and had the lien discharged?

Feb 1st ran out of hot water. We called Reliance and gave them our cell numbers. (Which were not changed)

Feb 3rd Reliance sent geo-thermal out to look at tank. He said tank was no good. Husband asked him about putting a new tank upstairs in the furnace room. He measured in there and told him he needed to drop part of the floor and more furnace vents to make it fit. He told him a 30 gallon would fit in there perfectly as long as that was done.

So sat Feb 5 we went to home depot to get what we needed to do the job. We worked for 6 hours doing this and 200$. Get it all done. We sit down and I call Reliance to tell them the work is all done and they can come put a 30 gallon in. The first lady I gave my number to (our cells) Then I get disconnected. I call again and She tells me"we don't carry 30 gallon tanks. I said I hope you do because we just spent all this money and time. She then told me that he was looking at a tankless for us.. He said they break down a lot, so we never looked at tankless.

The lady I spoke to on Feb 5, we had given her both of our cell numbers because our home phone is disconnected. She set up a much cheaper deal for a tankless $41. and change a month... She also set up a visit and told us she was telling them to bring a 40 gallon and a tankless.

THe visit is all set up. For Feb 8 and no one comes... we call and got"your number is not a valid one. So we called again and Reliance says we can come back out on Feb 14.. my husband lost it.. Spoke to a rep and wanted to speak to a manager. I told the fellow that he needs to call my hubby because I would be in bed. I get to sleep and the manager phones MY phone. Wakes me up. Told hubby that it would be the 14th of feb. A service man called me on Feb 14 and said, I was bringing a tank only with me. He came to look and agreed that the tank should be upstairs. He was going to try to get the work done at no cost or very little cost to us. Went out to his truck and looked at the measurements to see what could be done. He called his manager in Kingston and then came back in to tell us that he was going to have his manager call to set things up.

Today is Feb 28 no one has called concerning this.. SO a month with no hot water. Now I called for them to come get the tank or leave it in the basement (I dont honestly care because it couldnt be fixed to begin with). Your company has dropped the ball and you expect us to pay for it. You kept promising things you can't keep! I do not want to deal with your company any more. We got another tank put in that works.

I get told we can come and get it for 497$.. It is 11 yrs old, does not work.. you are trying to rip us off.. Your company did not keep your end of the bargain to have hot water for our home. This needs to be settled

Just moved into this home and the water tank was 14yrs old and we wanted it replaced with a new one. Service call was scheduled for a months time. Yesterday nobody showed up. I called and they sent installers today. When I went to take a look after they left I found a water tank that looks older than the one they replaced it with, with significant dents all along the bottom and sides of the tank. Are you kidding me!

Tried calling the company several times to complain and get a new one, but just getting the run around- can’t speak to a manager, get put on hold and then hung up on, getting no answers.

I have been calling and talking representative of Reliance, since December 21, 2021. The last billing I received was for November 2021. On each call I was told the matter was resolved and would be getting my billing every month in the future. I was also told I would be getting a copy of my December 2021 billing, still waiting for my December 2021 billing.

I called Reliance in early January 2022 regarding my December 2021 and January 2022 statement and was told that I would get a copy very soon.

I called again on January 27, 2022 and asked to speak to a Supervisor. I spoke to Marian the Supervisor, went through the the same problem I am having, not receiving billing. I was told by Marian that she has sent a request the back office and would get back to me next week. The following week Marian did not call me, hence, I called on January 27, 2022 and spoke to Marian, she told me that she have not heard from the back office and would call me next week, when she never call. I called on February 10, 2022 and asked for Marian and was told Marian was not there, I then asked to speak to

another Supervisor and was transferred to Michael, she gave me the same

story have to check with back office and would call me tomorrow between 3.00pm - 5.00pm. did not received any call from Michael, called at 4.52pm and ask to speak to MICHAEL and was told she is not in today. I asked to speak to another SUPERVISOR and was connected to Reagan, was told by

Reagan still waiting to hear from IT. Asked for the President Office Number, cannot give me the number but would EMAIL president office who would contact me.

I cancelled my services with Reliance (air handler/hot water tank and A/C) and the company I switched to, Enercare, returned the equipment to Reliance. However, since then Reliance has continued to charge me for a service that I have not been receiving. They can't even locate proof that the items have been returned, and the emails they ask me to submit (Enercare has a tracking chit saying the items have been returned) keep bouncing back. I've made numerous phone calls and finally now, four months later I'm having my bank do a stop payment. They have charged me for a service that I am no longer receiving which is unethical.

I had a Carbon monoxide detector go off at 9 pm on Wednesday Jan 19. The incident lasted until 1 am.

Enbridge came and shut off the natural gas, and discovered multiple violation,

1) bonding, and gas leak.
2)Wrong material of piping use with is against code.
3) gas leak coming from water tank

Reliance Tech came in and found these violation and confirm CO is coming from baffle of tank.

At this point I was upset. A year ago two different techs came to look at my water tank for water leak and never identified, report or repaired these issues.

I asked Reliance to remove the tank and cancel contract. They want to charge me $200 for accepting cancellation. Plus $150 for pick. Up tank.

My arguments:
Theynever met their service or identify these issue until a Enbridge tech check it out. I lost my trust.

Reliance sold us a New Bocsh 101, 000 Btu boiler in 2019, and convinced us to take it on rental. The salesperson with whom we signed the contract never mentioned that they would place a lien on the title of our property. Fast forward in 2022, while in the process of refinancing our property we got stuck since we were told by the lawyer that Reliance had put a security notice (lien) on our property. This caused us delays on the refinance and additional admin. charges by reliance.
Will think twice taking anything from Reliance on rental and have advised my friends to be on the look-out should they rent an equipment from reliance!

We moved into our house in 2019 May and needed to replace the furnace, A.C. and Water heater. We contacted Reliance and spoke to a sales rep. He recommended rental of equipment and we agreed.
After three years of regularly paying their installment of rental charges, today I found out from my bank that Reliance had put in a lien on the property for $13, 700! When I called Reliance all I got from the rep it is in the contract we signed. So they don't feel the need to explain such a big matter. The contract is a legal document and it should be a practice to explain in layman's terms the key items.
I feel cheated and violated by such practice. Overall my experience with Reliance has been unsatisfactory and unacceptable.

I sold my house 1 year ago, they start to bill me right after my house was sold. No notification for 1 year then suddenly start to send in collection mails through uplevel communication company, collecting 1 years interest and rental charges. I never sign any contract with this company, not even meeting any of their people, i have no idea and wondering why these people could use such a shameful method to all the people live in Canada for so many years! Though the amount their asking is less than 2000 dollars, i felt very angry about what they trying to do. If anyone experienced similar situation please let me know, i am ready to take action to deal with them. These guys are evil to the bone!

My mother has been renting a tank that is over 10 years old. Although when she signed the contract rates were never to go up. Rates increase every year! She is paying $36.00 / month ! In order to buy out the tank it would be over $500. SHE HAS PAID OVER $5, 000 for this tank and the contract never ends. RELIANCE OUR CROOKS THAT HIDE THE TRUTH IN FINE DETAILS.
Why is no one monitoring this company or holding them accountable as they make their money on the backs of hard working people.

This unit is supposed to be a furnace. I have made multiple calls and they refuse to help me as I have asked for customer resolutions and for that day they kept transferring me to another rep...they make appointments then don't show up or come when I'm not told they are coming. I have phoned the person I signed the contract with 6 times and he won't call me back. this unit has cost me enormous amount of money on hydro costs (480%more) and had to do extra propane fills...I can't seem to get them to do the right thing for me. This unit is defective and I had to put in a wood stove as this heater wasn't working right. This was a big expense for me which I couldn't afford.

I talked to seven different people at reliance and none of them would put me through to Customer Resolutions and a Reliance Person told me that was what I should ask for when I called. This is no way to run a business...
I'm totally annoyed and frustrated...come on 7 months now and no one has taken out this defected unit.

have to hope their hot water tank doesn't go wrong at night.
It's flooding my place but I have to wait tilll the morning.

ON Dec 4th, supposed to have hot water tank removed and a new one installed. The old unit was installed in 2003 and my insurance company will not insure me unless I get a new tank. Service man agreed two weeks before when he came out to service the tank.

Time to wait was 8-5, my tenant waited until 3 and then I waited outside for two hours from 3-5 p. m, in the cold. No one called or showed up.

Called the business at 5:15 and told them the situation. She sent an email to manager and told me I would get a call asap. Well today's later or should I say 9 days went by and still no call.

Wrote a complaint on Dec 4th, response on the Dec 6, saying to me that I never had an appointment at 1102 elm ave and would I like to book one. Man, oh man I was mad. The complaint person wrote me and very rudely said, you didn't have an appointment at the rental it was at 201 3rd concession, harrow, on. This is a lie to save face.

Going back, I called to confirm the appointment twice on the 4th for the address of 1102 ELM AVE
I actually have a reference number of the service request of a new furnance

Hello,

My bank, as well as myself have contacted the legal department to obtain a temporary discharge document so we can move forwarded with our mortgage refinance. We were promised that it would be sent to the bank within 2 business days, which should have been yesterday. We need this document in order for your refinance to go through, which we need to happen desperately due to financial issues, related to COVID. Our Christmas and your financial well being is depending on this document.

The name on the account is Scott Bacon
Address: 228 Marsh Line, Dutton Ontario, N0L1J0

The bank representative dealing with our mortgage is Ash Inglis from the RBC in Dutton, Ontario

I never had such terrible customer experience in my life. We purchased a brand new furnace from Reliance and got installed about 10 days ago. It had been broken down twice. Same erro code. The first tech came and spent 1 and half hours to fix it. He didnt know the reason caused the problem, had to reconnect everything, finally it works. Then 2 days later, it broken again. This time, the tech said he couldnt fix it since it has a faulty board, he left my house without heat from Thursday night and Friday. I was so frustrated, upset and so worry about my kids get sick. Then the next day, I called so many times to try to get the right person to solve the problem and get a new furnace to replace this broken one. Finally a customer resolution specialist took my case. She contacted the local service manager about what happened. Then they sent another tech to check the broken furnace again, and this time needs to replace a motor as well. The fourth tech came on Saturday and replaced a motor. Next Monday, I tried to get the customer specialist who I contacted last week, but I couldnt. She said she cannot call me back, and ask me me to call her office, to talk with whoever pick up the phone. I called and had been put on hold for long time. Then they got me another specialist. I have to tell her again about what happened, and told her the furnace is still not running well, because the temperature drop under the setup temp, and the furnace doesnt run, I have to manually turn up the setup temp to make it work. My house temperature like a roller coaster, cold and hot... I told her again about I need a new furnace. She said she will call me back by the end of day, but nothing happened. On Tuesday morning, when I woke up, the house is so cold, and it's snowing outside. The Nest shows temp 21 degrees, but the setup temp is 25 degrees. I have to keep manually raise up the setup temp to wakeup the furnace. Then I called the customer resolution department again and tried to get the specialist I spoke with last day. Unfortunately, they ignored me again and said she is on another call and told me she will call back. I waited for another hour, nobody call me back. It's been a week since I called them when the furnace down the second time. Nobody take my case seriously, and nobody followup with me. I have to call them again and again, and every time got a different person. The sales guy who pushed me to purchase the furnace, and who scheduled the installation by sending some subcontractors, also ignore me when there is problem happening. I never had a such terrible customer experience before. It's a scamming, and Reliance customer resolution department does not care about my complaints at all. I feel so sick this morning. I dont know where to find the customer support and who can help me and my kids to have our home comfort asap.

Earlier this year I moved. When I purchased my new home, an offer was made to me to continue using the existing hot water heater in my new location for 6 months free of charge. I have now decided to purchase a new hot water heater (which is within the 6 month) time frame and return your rental heater and have now run into several unresolved issues, included in this is a new bill which has just shown up indicating that my account is late. I have given your office the require 7 day notice not sure why this is now an issue. I am prepared to escalate this matter as I am getting no where with your contact centre. I have the appropriate documentation supporting this offer which is available at your request. My account number is [protected] Glen Adam. I look forward to resolving this matter quickly.

so to start with, I moved into my house in November to discover I had a water heater rental from Reliance. I call to have it removed--told that in order to book the removal I need to open an account so they can transfer the rental over to me so I can cancel it. Then told it would take 48 hours to create the account...in this day and age of everything done electronically this seemed totally ludicrous. Then get told there would be $25 new account charge! I argue this and get told that when I get my account number I have to call back to cancel and it can be discussed then...six days later i get an email with my account number...call to cancel, set up a date(November 27) and get told a window of 5 hours 8am-1pm for the pick up...also get told there would be a $65 charge for them to take it away..I again argue the $25 new account fee and get told that when the tank is picked up the fee will be waved. Four days later, I receive an email with my bill...for $119, including a $35? charge for new account...? I call back to argue this, get told that when the tank gets picked up there will be some sort of paper to sign saying it was picked up, then it may take upto 30 days to process this fact..meanwhile my "bill" is due Dec 10th. Was told the bill would be waved when the tank is processed. So here it is the day of pick-up..I wait around all day...at 1pm I call to find out where the techs are..get told sorry they are running behind..no phone call or any message from them...put on hold for about 5 or so min to then be told they will be there by 3pm...so now it is 330 pm and still no sign of them...most useless company ive ever had to deal with..Oh and right in the middle of the day, I get a sales call from some fast talker I had to interrupt twice to tell him I am not interested...very pushy sales technique by constantly chatting non stop saying the same thing over and over till I got angry and said to remove me from the call list and never call me again...DISGUSTING!

I have scheduled five appointments to have my hot water tank serviced. I've taken 12hrs off work to sit here and wait for you your company, only to have no show up or cancel at the last minute. I have spent 3hrs on the phone with your call center and customer service team. They have hung up on me several times, refused to let me to speak to anyone higher up. The number here in Thunder Bay, forwards you to the call center. This part makes me very upset. Last night my ex husband's hot water tanks goes, he calls the call center abd within a hour he has the technician Jesse, from Thunder bay at his house. He even gets a new hot water tank if he can give Jesse a case a beer. This is unacceptable and unprofessional. I have been waiting since Monday. I have rearranged my life to be available for reluance to come and ervice my tank on multiple occasions and nothing had happened. I'm beyond disappointed in reliance home comfort. I have a appointment scheduled for tomorrow from 1-6. I guarantee it will be canceled and I will waste my time waiting. My tank needs to be replaced and I will have to continue to deal with your unprofessional business because you won't be able to replace it if you ever show up.

Do not deal with this company! They tell you one thing & then lie to you "they never said that!
My ex husband signed a contract on our house, he passed away and this company is now pursuing collecting the balance of this debt!
I tried to settle amicably with them, but they continue to lie… every agent has another story & you get another person each time you try to deal with them!

They are unethical, unprofessional,
Deal with a reputable company!

I was told that the earliest available appointment was Dec 9th and that was a m month ago...this is a regular annual service that is included in my contract. Disgraceful. The install was a mess a few years ago with what look like test hols all over my outside wall.