Reliance Home Comfort
reviews and complaints

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< WIMDSOR, that was correct. I called again to make sure they had the right phone number [protected], correct. Also confirmed I had an appoointment that day and the answer was, yes.

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.

Sat, Oct 9 at 5:53 PM

Hello Amatul,

We're still looking for the Double up Billing & Adjustment... which has occurred again, now 2 months in a row... however, for us, this was only to get someone's attention at Reliance. The real issue(s) are this;

- We incurred Water, pipe and/or blown seals, damage to the house
- Reliance promised 5 separate times that the installation would be done... on 4 of those times, they missed the installation dates

- On Aug., 21, 2021 your Sales Rep. Reyna gave an estimate. It was identified by both of us, that 1 exhaust pipe would need to go up the existing exhaust chimney and Reyna gave us an Estimate reflecting the add'l cost.

- Aug., 23, 2021... Your crew was here, with all the equipment to do the install, however, this crew was uncomfortable doing the job and called to have a more experienced crew come in.

- Aug., 24, 2021... The more experienced crew arrived, again with all the equipment, but stated that the exhaust pipes should go up the existing exhaust chimney, and since this required a crew that works with heights, they'll reach out to the Installation Manager, to get in a crew that does work where heights/roofs are involved.

- Aug., 25, 2021... Even though 5 other homes within view, built at exactly the same time, clearly have the double pipes up the existing exhaust chimney, this third crew refused to do the work and wanted to call in a 'Specialist'

- Aug., 27, 2021... The 'Specialist' arrived and stated, "Here's the solution... we install an Electric Water Tank and eliminate 1 of the pipes... Problem solved!"

- Aug., 28, 2021... An Electric Hot Water Tank arrived, but no one could locate the Electrician, that was scheduled to arrive between 12:00-3:00 p.m. (he never arrived this day), so the Installation Technician did the plumbing required and got the water attached to the Water Tank, but of course, without the hydro, there would only be cold water... however, the installation crew said, that if nothing else, the Air Conditioning would be working before they left.. then, just before they left, they decided to test the furnace... not saying anything to me, it started getting hot in the house, plus they left the front door wide open, which let all the hot humid air into the house... I started having symptoms of Heat Stroke. This continued for over 30 minutes.. my son was getting ready to call 911... I decided to take a cold shower, to see if I could calm down the shaking... as soon as I lifted the handle to start the shower, there was a huge Bang!... I don't scare easily, but this got to me! Yes, I'm aware & expected the air bubble popping & gurgling that happens after the water main has been shut off.. but this was something else... so I slowly opened the tap to the sinks in the bathrooms & kitchen, to relieve the pressure... and also slowly turned on the shower... this time, everything was more of what I expected... although, the water pressure was only around 1/2... I just thought that maybe the Installer didn't fully open the main shut off...

- Aug., 30, 2021... We were told the Electrician would be there between noon and 2:00 p.m... I got a call from the electrician, somewhere around 3:30 p.m. that he's on his way, to hook up the hydro to the Hot Water Tank... about 10 mins. before he arrived, I went down to the basement and was greeted with over 1"of water in some areas... I called Reliance with an Emergency issue (yes, I turned off the water main...), to which Reyna said that someone would be sent out on Monday... nice Emergency Support!

The"Brand New"Hot Water Tank was defective... WTF!

The Electrician wasn't amused with all the water when he arrived... he proceeded to help mop it up... Call someone regarding the defective Hot Water Tank and that a replacement needed to be delivered... then he told us that he'd need to call in someone to drill all the holes required into the ceiling... which basically would make holes every 18" in our ceiling... seriously WHAT! We told him that there was no way that we would allow him or anyone else to put that many holes in our ceiling spanning from the Bar Room thru to the end of the Rec Room. So I came up with a solution, to which he got approval from his superior. Figuring all was finally in order, I needed to run an errand. About an hour later, I returned and asked my son how the hot water is... his reply was, "What Hot Water?" Common, what the hell? He proceeded to tell me, that the Electrician didn't show up with enough wire to do the job... Seriously? Just go to the Freak'in Home Depot and finish this!

Aug., 31, 2021... The electrician finally hooked up the "Replacement" Hot Water Tank... yay... After all this time, we were dirty, stinky, less than human feeling... My son was taking a shower upstairs and I was down in the Livingroom... I started to hear this, drip... drip.. drip. drip, drip, drip, drip... it got really bad... I told him to shut off the shower, we have a leak... he looked as to where the water was possibly coming from... then showed me, that more than 50% of the water was gushing out from behind the shower unit... This is stupid! I proceeded to try to get hold of anyone at Reliance... I tell you, good Freak'in Luck trying to get hold of any decision makers at this Company!

Afterwards, I told my son, about the loud bang that I encountered and now all this water gushing out from behind the shower unit, I suspected a blown seal or something... so we started using the basement shower... some how my son figured that the Water Falls setting on the upstairs shower was still ok... but it dispenses at least 3 times more water than the regular shower setting... so were wasting bucks of water...

In closing... as I spoke to someone last Monday, claiming to be from the Resolution Department, told that we'd hear back from her in a few days, we haven't heard a peep back since... she agreed that a Plumber needs to address our shower system issue and hopefully it's an easy fix, but it would be a Reliance Plumber, because if we contracted our own to fix it, good luck getting reimbursed. So I said, fine... please get someone in... 45 days later, we're still waiting! Then there's the water damage to our kitchen ceiling, to which we have a estimate, but we've also been told that it would need to be authorized by Reliance before commencing the repairs... otherwise we'd probably be out of luck to get reimbursed for that as well! What's wrong with this Company? Customer Service like this is just plain poor!... and not to mention... look up how hot it was during those days... it was brutal..!

We expected some sort of response in a timely fashion... Good Luck with that?... and this Company's Guarantee of $500.00 for missed Installation Dates... Total [censored]!... and then, to add insult to injury, these [censored]s Double Bill us, and yet, added the Billing of the Replaced Hot Water Tank within 3 days of the very next Billing Cycle! BRUTAL!

This Company is by far, the worst I've ever dealt with in my 52 yrs. of dealing with businesses.

Three years ago, I signed a contract with Reliance for the rental of a central air conditioner. Recently, I learned that Reliance has put a lien for $6600 against my house. Nowhere in the contract is this action by Reliance mentioned. The salesman - Satish Beetan - never mentioned it either. I have tried to contact Reliance at [protected] to ask where they get the legal authority to do this and what actions I can take to have the lien removed. To date, no one at Reliance has returned my calls.

I purchased a small home in 2012, that the previous owners had a wall mounted gas space heater rented from Reliance Home Comfort. After possession of the home, I contacted the company requesting an account to be set up in my name. I continued to rent this heater and make the rental payments. This home was a rental property for me so this made sense at the time. In 2019 during a annual maintenance service, the technician advised that the firebox on the unit was cracked and a replacement was needed. This was done successfully. In August of 2021, the tenant advised that the CO2 detectors were going off in the home. I contacted Reliance for a service check. Again it was reported that unit had a cracked firebox. The technician explained that it will be an ongoing issue due to the way the unit was venting. It was best that I change the style and go with a direct vent furnace. I contacted Reliance and requested an upgrade to the furnace, understanding that the rental amount would increase as well that additional expenses for running the appropriate gas lines. After several attempts to follow up with Reliance to schedule when this could be completed, I received notice that the tenant was vacating the property at the end of September. (lack of heat) Anyway I called around to find a solution to obtain an adequate heating source for the home. I called Reliance, asking to cancel the new furnace upgrade request (which they had no record of ?) as well as requesting to close my account. I was told that this would be cancelling the contract early on my part and to do so I would have to pay them 6000.00. I then received a call from another source saying that it was reported to them that the damaged wall furnace is still in the unit and the gas feeding it was only turned off. The unit was not flagged /tagged as damaged and anyone could easily turn the gas back on and use the furnace. I was given notice that I could not rent out the home until all safety violations have been corrected. Since then I have reached out to Reliance by call and email requesting that their damaged equipment be removed from the property immediately. I have also requested that I be provided with a copy of the sign contract I have with them (which I dont) a copy of the terms and conditions that they feel I had agreed too, a copy of all the transcripts and voice recordings for every call that I made to them. I have yet to get a response. The damaged unit is still in the home.
So my 1 star rating is actually 0. I strongly advise that consumers read the BBB reviews and complaints. I also advise every one to contact Reliance today and request the same so they understand what kind of contract Reliance has placed on their rental equipment. Then I advise all to get a lawyer. The BBB shows that some consumers have had liens placed on their homes by this company.

In 2017 I called Reliance Home Comfort for an air conditioner. The sales person came out and showed me my options. After talking with him he convinced me with going with a rental as opposed to financing because of the perks that come along with a rental. Now 4 years later I am refinancing my mortgage and have found out that there is a lien against my property for the equipment. Nowhere in the conversation did the sales representative say that this was condition to rental. These things need to be made aware to the consumer so that they can make an informative decision. The sales person should go through the contract and indicate section that are of importance instead of trying to make the quick sale. I am thinking that more commission comes with rental that is why he was so adamant about going with the rental option. To top it off I can't even get through to their legal department to get answers as to how to deal with this. their mailbox is full and no response to my email sent as well. DO NOT EVER USE RELIANCE HOME COMFORT FOR ANYTHING! The company is dishonest and they are crooks. How dare they mess with people's livelihood.