Reliance Home Comfort
reviews and complaints

No Hot Water so I called Reliance to make an appointment for a call-out on June 06, 2021, I rent boiler & water Heater tank from Reliance for past 10 years and I was told the earliest appointment they could offer is Wed 09 . I was told that I would be placed on a waiting list in case a cancellation appointment became available. I was so shocked to hear that I would have to wait 3 days before they could send a technician out. No one showed up, no calls from planning, I called 3 times, each time was next hour they would be there. Thursday 10 June called and they told me Tuesday the 15 June .I have paid into the protection plan for over 10 years for a service that I would need to wait three weeks for. Today, I decided to call and see if other companies had appointments available and sure enough they do. I called two companies and both companies could have a person out within 24 hours. This is so frustrating as both of these companies also offer protection plans. I should not have to wait 2 weeks for a technician to come to repair the Hot Water from their boiler & tanks when I pay into a plan!

My negative experience with Reliance;
Moved into a new condo on Jan. 27, 2021. During my first week realized my hot water did not stay on when I took a shower. Reliance service told me it was because of my low flow shower head. So, I changed the shower head and it worked. Then the summer weather came and when I turned on my air it only blew hot air. The temp in my unit averaged 81. I called reliance around May 6 and a service person came out May 12 flipped a switch and said it was all OK. After several days of 80-degree temps in my unit I once again called for service May 21. I was told the earliest someone could come out is Tuesday May 25 between 8 to 5. I stayed home all day and nothing happened so I called at 6:30 to ask what is going on and was told they are just behind and will come out. So, I stayed home all night. Now it is Wednesday the 26th and I called to see what happened. I was told the notes said I have to rebook. No explanation why just that they are very busy, covid, excuse after excuse. I asked what next and was told the earliest I can have someone come out is June 4! I am not a healthy person and I feel like I am suffering from heat issues. I am sending this to you to see if I am able to have you take back you units so I can just buy my own because for a brand-new unit this is unacceptable. I will also send this to one of the consumer advocates I dealt with when I worked for Consumer and Commercial relations if I do not hear from you in 24 hours. Thanks Joe Ingus 410-1 Redfern Ave. Hamilton Ontario L9C0E6

~8 years ago I needed a furnace and ended up getting one from Reliance home comfort and ended up replacing my AC at the same time. The agreement I signed was listed as a rental agreement but I was told at the time they use the same paperwork regardless of if it is financed or rented. My paper work has an APR rate on it which would not apply on equipment that was rental only so it seemed believable to me.
Fast forward to the end of my 8 year term and I kept getting bills for my equipment. I ended up agreeing to a buyout (for equipment I should own free and clear by now) because it seems like it would be too much time and money to fight them and court, not to mention the fact that the contract is ambiguous. To add insult to injury they are charging me rental costs to cover the time I spent negotiating with the supervisor (it took over a month with all the back and forth).
I will never deal with them again and warn anyone reading this to be very careful.

Guys don't use Reliance Home Comfort, they are a scam
They put liean on my homes, the reason is because I'm renting a new air handler from them and I pay monthly payments, I never have bad credit, I never own money to anyone
You are stuck with them forever, don't purchase nothing from them!
This company is terrible, it's a scam
I wanted to refinance my house and I just found out from my bank and my broker that Reliance put a liean on my house for nothing.

I had a humidifier two weeks ago and it doenst work or give the proper humidity to the house. I tried to resolve but they keep saying that's the best the device cn provide and nothing they can do. tried to resolve it for more than two weeks now with now resolution

Hi My name is Havane and my service address is 540 Harvie Ave Toronto Ontario M6E 4M1. My number is [protected].

I have called Reliance 2 times in this week and have spoken to 5 different reps. Inasked for a manager now i am on hold 1 hour and 50 min and still on hold. The reps i gave spoken to didnt even know if my boiler included wayer heater tanks afte retelling them i have called Dustin sales rep that it was included. The tank is still at the service address and inwas never told i have to remove it. All I confirmed was how much inwas going to pay and i have emails to support what i had agreed on. I asked over and over and confirmed i was going to pay $166 plus taxes now i am paying $217 after taxes. I have made an appointment for rental tanks to be removed and they are not even sure if it can be removed which i was never told that in the beginning.

I need my bill to be adjusted to $166 plus taxes since April and going on forward as that was i have made agreements and confirmed the charges and after being on hold almost 2 hours i just got hang up on with out speaking.

The contract signed with MCC Home Services in May 2005. Reliance bought the paper a couple of years later. I discovered there's an unauthorized lien on my property, which constitutes fraud. Account# with them is [protected]. I live in Ontario, where Bill 59 describes these rental contracts as fraudulent. We're 6 years into the rental agreement and have so far paid more than market value for the HVAC equipment.

My water heater stopped working on January 3rd 2021 at approximately 3:00 p.m. On January 4th 2021 at approximately 9:15 a.m. I contacted Reliance Home Comfort to report a hot water heater not working. The assistant said she needed to check into her system to provide the details of a service call and that she would call me back in 10 to 15 minutes. At approximately 1130 a.m. the assistant called back to say that she would need the homeowner's authorization for billing as there was no account for service. I then sent a text message to the homeowner who replied to Reliance (approximately 2 hours later) with authorization to complete the necessary work. A service call was scheduled for January 5th 2021 between 8 and 11 a.m. At 10:55 a.m. the technician called to say he would be delayed until approximately 3:00 p.m. At approximately 3:30 p.m. the technician arrived. Spent approximately 45 minutes changing the part and left saying the heater was fixed. I waited 2 hours and then ran the hot water taps. No hot water. I again called Reliance requesting another service call. The technician was scheduled to arrive in January 6th 2021 between 1 and 4 p.m. When I arrived home around 1:30 p.m. I saw the technician and asked if he could please let me know the outcome of the service call. He knocked on my door at approximately 5:00 p.m. saying it was a terribly difficult problem and that he couldn't complete the job as he was going home to his family. He assured me that he had sent a message to his office to alert them to the fact that the water heater was not fixed and another technician would need to be dispatched. I called the homeowner and asked if he could please communicate with Reliance as this was causing a lot of stress for me not having hot water. I live with my two young grandchildren and during the pandemic lockdown in Hamilton we don't have anywhere to go. The homeowner had contacted Reliance and was assured that a technician would come on January 7th 2021. At approximately 3:30 p.m. a service technician arrived and I asked if he would please let me know the outcome of the service call. At 4:00 p.m. he knocked on my door to say that all was working that the unit just needed to be plugged in and all the lights came on and it was running. Around 2 hours later I ran the hot water taps and still no hot water. I again called the homeowner asking him to resolve this issue. He returned my call to tell me that he had requested yet another service call and informed that if it couldn't be fixed to replace the water heater.
My grandchildren and I were stressed to the max and I looked into a hotel where we could go so we could bath. I found one in Niagara Falls and booked a night's stay for January 8th 2021. Upon our return home on January 9th 2021 I was told by the homeowner that the water heater had been serviced and I should have hot water. I ran the hot water tap and still no hot water. 4 service technicians made service calls and did not fix the problem. I had also suggested to the person on the telephone that Reliance should have a follow-up call scheduled an hour or two after the service call has been completed to ensure all is working properly.

The homeowner made arrangements to have a new hot water tank replaced on January 10th 2021. I am happy to say that all is working great as of 5:00 p.m. January 10th 2021.

The address is 633 Tate Avenue, Upper unit A, Hamilton, ON L8H 6L4; this is a home split into 2 units. Each unit have their own water heater and they are located in the lower unit.

Please contact me at [protected]@gmail.com

Thank you for your time to review my letter.
Warm regards
Betty

Hello. Over the last 6 months, I have had your technicians over approx 6 times. Each time someone is sent, they leave with a temp fix advising that I need to have the tank replaced. Finally, the tank was replaced about 1 month ago. Since then my hot water sputters, scaring my child every time when I turn on the water. A technician came over to fix the tank, advising that if his work didn't solve the problem, it would need to be replaced. I called this morning to ask to have the tank replaced, and was advised that another technician would come by to diagnose the problem. I asked to send a replacement tank with the tech as I do not want to have to make time for these frequent visits anymore, let alone during that pandemic. I was informed that I had to call back, again, to speak with someone higher in the company.

The technicians are great, but the service reps are terrible. They cut people off, are rude, and seems to not understand the company protocols - or the company protocols are not set up to support customers.

I am completely dissatisfied and will be seeking to cancel my service today.

In may of 2017 I called reliance home comfort to come and look at my air conditioner. Instead of a repairman, a salesman called mike came to my house. He looked at my air conditioner (just looked no testing examining or anything). He told me it would cost me more to repair it then to buy a new one. No one was home at the time. What I found strange is he asked me twice if I was alone. I was quite scared. He was sitting at my dining room table and looked upstairs and said "are you sure nobody's home?". I said I was sure. I asked mike mcarther several times if this was a scam. He looked at me in a very intimidating way and said "we don't scam people". I ended up signing a contract for a rental furnace and air conditioner for the amount of $13, 000+. You can buy a furnace for $1500 and an air conditioner for $2000. That would amount to $3500 not $13000+. The problem is the intimidation I received for mike mcarther to sign this scandalous contract. He led me to believe that my furnace was not working as it should without even looking at it. I don't know how people like this sleep at night. It's very disturbing to me that reliance, such a big company, can continue to scam vulnerable people. The thing is they know what they are doing. This salesman scammer never said it was a rental agreement. I don't even remember him asking me to read a contract. It was signed and he was out the door.
Buyer beware. Reliance is the epitome of scam artist. Mike mcarther is a scam artist.

Purchase new home and upon finalizing the hot water tank rental, I was offered a protection plan for heat and AC.
Contact them for service since no heat. Nobody shows up for the 1- 5 pm window and get rescheduled for next day.
After speaking with a supervisor on the matter, I'm informed that when they get someone in my area.
To add insult, I'm asked if I'd be interested in a plumbing/electrical plan.

Why in the world would I want that? Still no heat on December 9/2020 and I'm sure I'll be in need and offered a new furnace if the repair person ever gets out to my area.

Our termosat is beeping an reporting failure ignition and then it states shut down for 1 hour
Also repeats itself...
[protected]
Then happenon 2020-12-09 midnight
I called reliance 2020-12-09 at 7.30
There only available service call is the folling day 2020-12-09
Its been 3 days with no heat with young children in the house in the middle of winter... And we are not being made a priority...

There are so few people at Reliance willing to assist anyone that I am hoping that this can help me.

I am a hard working entrepreneur trying to raise the 3 of my four kids that are still at home with me after their foster father died, and I can't get ahead right now because of a stain Reliance has put on my credit report. I tried so many times to communicate with the company and with their collections department, and I was never able to be transferred to someone who could help me. I am even sure, during this process, that I was lied to and had my call dropped on purpose on multiple occasions, even after having them promise to take my number down and phone me back should such an event occur (because it kept occurring). To be fair, I say lying because, for the life of me, I can't believe I was talking to Reliance with this level of mistreatment, even though they assured me I was. In absolute frustration I gave up, only to find now that my perfect credit is now a fair credit score of 630 and my mortgage was denied. My family has been through a lot and as much as I don't like bothering people; I need help.

I have been a customer of Reliance since April 2007. In brief, I moved services, or at least that was the intention. I told Reliance I wanted water heater rental services at the new address and they started a new account and didn't stop charging the old account for 10 months despite me calling multiple times. I was refused the ability to discuss the $300.00 refund I believed they owed me. I was never permitted to speak to a manager. I was also never refunded even what was on the record as a refund, which was only one month's rental. I didn't pay the new account because I wanted the accounts merged so I could realize my refund, as a second account should never have been opened. That never happened. With $300 owing to me and $589.56 being billed to the new account Reliance ended the billing and charged me what I can only assume was the cost of the unit. I did not at any time agree to or request to purchase the unit.

I need this nightmare to end. I don't have 6 years to wait out this error and A-1 Credit collections keeps calling.

I currently don't live at either the new address or the old address. I am sending copies of the bills, which show the account number in question [protected]. The original account number in dispute which should have a balance of $300.00 but instead showed $30.00 is for 1629 Cartwright Crescent, Milton, Ontario. L9T 5N5.

At this point I just want the account claim closed. Given all the aggravation, I would think that at this point we're even. I want my good credit back. I want my life back. The second it closes I can contact Equifax. Equifax shows an A-1 Credit claim on behalf of Reliance. I need Reliance to call the creditors and have them undo the damage caused to my credit report. I have sold my primary residence and if I can't clear this up, the kids and I will be living at my parent's indefinitely. The mortgage application I applied for two weeks ago was denied.

If there's any way you can help my family, we would greatly appreciate it.

God bless,

Mariangela

My furnace broke on November 14th 2020. I called Reliance where a technician came and told me that the motor and board was broken and had to be replaced. He called the company he deals with on November 16th where they gave him a price. The technician called Reliance to tell them how much it would cost and they said it was too much and they were going to send one from their warehouse. I called on November 17th since it was 20 below and my house was 14 degrees. I was told to go and buy some space heaters and they would reimburse me. I was also told not to worry since the part would be in on November 18th. November 18th no part arrived. On November 20th I called Reliance again where I was told it would be in on Saturday November 19th. (Now it has been a week with no heat in Northern Ontario where the temperatures are quite cold!). Today is November 23rd and I still do not have the parts required for my furnace! I called Reliance again where I was told they were going to try and track the package and call me back- I have not received a return call! If Reliance would have agreed to the part from the technician I would have heat in my house! It is going to be 21 below tonight and my house will be cold! I am at the point where I feel I will have to change companies for my furnace as this is ridiculous! I am beyond frustrated! I will NEVER recommend Reliance!

This company is a complete ripoff!
- Was recommended to rent over buy because then the unit will be serviced yearly
- When installed, they put a hole in my wall - was not repaired, ignored my complaint
- Noticed the humidity was always high, so called service to ask if this was correct size - sent someone out and they said "yes"
- Called service again because ac unit didn't seem like it was working
- Service came out and confirmed it is not and has not been working for awhile
- Was told someone will contact me to replace unit - no call for at least 2 months
- Called again as my credit card continued to make payments
- It is now at least one year later and this is still going on and reliance continues to charge my credit card! Unit still is not replaced

Hello Team,

We wanted to buyout the hot water tank equipment from Reliance Home Comfort, on October 01, 2020. Upon upon reviewing the contract and Enbridge charges, we realized that Reliance Home Comfort unauthorized charged us in the amount of $820.53 in last 81 months - from From Feb 2014 till Oct 2020.

Upon confirmation of such charges from our end, Reliance Home Comfort is not willing to accept the error and unwilling to resolve the over-charges.

If you require any further evidence or information, please fill free to reach out to me via email at [protected]@yahoo.ca or by phone at [protected].

Thank you for your time and look forward to hearing from you soon.

Regards,

Bhavin Patel

Dear Sir/Madam:

In Mar 2020, the tech, Alex is from Home Reliance, installed the toilet for my house 933 Tuscarora St Windsor Ontario N9A3N2. Before I agreed the price over 600.00 from Alex, I asked him what the brand of the toilet is. He just told me that is the contract toilet so I don't have any issue about it. After installation, I called twice customer Services to give me the brand of the toilet. Both customer representatives told me that they will send an email to me but never get any emails from them. Then I emailed to one of Customer Resolution, Ms. Jenny Coco. She provided the brand of the toilet after she reached out the tech. I knew the price of that toilet from 150.00-300 .00. I mentioned to Jenny that it is so rip off as the tech charged me over 600.00 after 10% discount. I wanted they should reimburse some money to me but I didn't get any replies from Jenny

In July 2020, the tenant complained about the washroom as the tech damaged the floor and wall while he installed the toilet. I brought this issue to Jenny but never get any replies from her. Then I called customer services and they transferred me one of customer resolution. I forgot his name. I told him about the price of toilet and the property damages by the tech. After a while, he discussed with his team and he told me to look for a contractor to fix the damages and they will reimburse money to me for both issues. I wanted to have the proof of what he told me. I asked him to send an email about it. He said he will email me but never get emails form him.

I couldn't find any contractors to fix the damages for a small job in a busy season. On Sep 25 2020, I sent an email to Jenny to ask for if I have a handyman to repair the damages without official invoice but he can give me the receipt but no lucks, no replies from her. Then I called Customer Services many times, once they transferred me to Customer Resolution. I talked about two issues to Ms. Carol. She told me she will give me ma call but never received her call. I called them again and talked to another customer resolution, she said she will call me back but never get any call from them.

I couldn't wait for them anymore as the tenant complained about the dirty and messy washroom and also the damages are getting worst as it was over half year. On Oct 14 I told Carol that I asked a handyman to fix the washroom for me and will send the receipt to them when I received from the handyman.

I sent the receipt to them but at first they denied to reimburse money for me as their tech told them that the floor was in very bad condition and the tech informed that issue to me. I told them that the damages weren't there before the tech installed the toilet also he didn't inform me about that damages after he install. They said they will give me 300.00 credits tin my account after few minutes. I didn't accept that because I paid 790.00 to handymen who fixed the damages in 2 days plus parts and reinstalled the toilet as the tech didn't install properly.

Before I brought these problems to them, I asked my tenant about the damages. She told me that the tech broke the floor and wall while he installed the toilet. She though he will come back to fix the damages but he didn't' come back. Even he didn't tell me about the damages. I tis fine if they don't reimburse money to me. I don't want my house getting worst from those damages and also to hear the complaint from tenant every week. However, the tech damaged my house so they have to replace the new floor and wall in the toilet same as the original. They have to pay the labour for the handy who reinstalled the toilet as they pay to their tech.

I hope you look into this problem and solve it under the light and be fair to everyone.

I texted to Alex about the issues, he told me to contact to Home Reliance about the price as it is from Home Reliance. He kept saying that the floor is in very bad condition... I asked the tenant right away about the floor condition before. She told me the floor was good and the tech damaged the floor and wall.

Best regards and stay safe!

My name: Nu Ly Chau Ton
Tel: [protected]
Email: [protected]@yahoo.com

Tenant: Ms. Sabitra
Tel: [protected]
Email: [protected]@gmail.com

My property manager: Ms. Uyen
Tel: [protected]
Email: [protected]@yahoo.com

Customer Resolution: [protected]/ [protected]