Reliance Home Comfort
reviews and complaints

I recently moved to 3620 Dandurand Blvd in Wondsor ON and took over hot water tank rental. As for AC rental, Reliance agent told me over phone that I have to sign an Assumption agreement. The did not want to send it to me, since it is a legal document. I provided my lawyer's information but it's never been sent to my lawyer
Since more than 6 weeks, I've been talking to both Reliance's Custumer care and legal department, so did my lawyer by email. But intead of sending the documents to us, they keep calling the previous owner who keep asking me (and he's right) to take care of the issue.
This is why I feel indirectly assulted by reliance.

Please, I need someone to diligently and responsibly take care of this matter.

Thank you

Serge Akpagnonite

1) November 12 (Tuesday): Reliance Sales Person visited to inform & test the hardness of water and signed Lease Agreement. At the time, all benefits of soft water were told, but did not mention that it was Salt Base system & its effect on health
2) November 15 (Friday): The Reliance crew came and install the system with salt equipment attachment.
3) November 16 (Saturday): Called reliance call personnel & inform that I have a medical condition for which salt intake is strictly monitored and controlled. I also informed that as I was not informed by the sales rep about salt based system, I requested to cancel my agreement and restore plumbing as was before the installation. I also informed that my request is within the cooling period of the contract & as such it should be done immediatly. I was told that on Monday someone will call
4) November 18 (Monday): I called customer service & inform again my request. Again the service rep told me that Manager would call.
5) November 19 (Tuesday): Again I was told the Manager will call

I have not received a courtesy of a call back. I fail to understand Reliance understanding of the legal obligation of the contract. My health has started getting affected. Before I put my on-line review, and add to the list of long consumer complaints, I give Reliance Management a chance to respond. My Contact Info

Aftab Zia
214 Castlepoint Drive, Woodbridge, [protected]

Reliance Reference of calls: Case # [protected] & [protected].

Thanks

Awful Company, we are looking to file a complaint with BBB this coming week and cancel ALL services with Reliance... We have canceled the water heater rental, it was picked up on October 17 without problems. Then, surprise! On October 30th I received an email with the next billing summary... THIS AMOUNT INCLUDES A WATER HEATER RENTAL CHARGE FOR THE NEXT 3 MONTHS and no prorated adjustment...

Called billing on October 31, 2019 and, after being placed on hold for almost ONE HOUR, I have been reassured by the billing department that the actual charge will be adjusted right away, from $259.12 to $139.98 "and not to worry"... I've even asked if the adjustment will show on my online Reliance account and he said that it won't, but, again, NOT TO WORRY, my credit card won't be overcharged!
Imagine my surprise and anger when checking my credit card statement today and noticing the Reliance charge... YUP, $259.12! At this point, I am done dealing with Reliance, it is NOT the first time they make mistakes and don't adjust my payment as promised... At this point, I am done dealing with Reliance, I will call and cancel the account and all services, notify BBB and the credit card company for refund. RELIANCE IS A SCAMMER!

A month ago Reliance Home Comfort started calling me and leaving messages that I owed them money on my account. I have never had any dealings with this company. There is no such account. I spent considerable time today navigating their company departments by phone to find out what is going on. It seems my home address was magically signed up in July for a service plan! When I requested to be removed from these nuisance calls the woman started to pitch me on their plan. Just unbelievably dishonest of them and I told her I would NEVER choose them after this.

Monday December 4, 2019 - I realized when turning on my furnace something wasn't working as I had no heat, I called reliance to book and appointment which was scheduled for Monday between 10a-2p. Since I was working my mother came over and sat in my freezing house waiting for this appointment. This technician arrived and examined to see what the issue was an informed us that the circulation pump was not working and that we would need to call and have a furnace tech come to assess. I called and someone was able to come that day between 1-5. I then called my mom to have her go back to my home. My mom again waited in my freezing home for them to arrive. I spoke to her at 4:08 to ask if they had been there, she said they had not, so I proceeded to call. After holding for over an hour over 3 separate phone calls to reliance that day. I was informed that someone had come at 4pm and waited for 10 minutes and no one was there. Mind you I have 2 dogs that were down near the door and my mom was sitting waiting. When we spoke at 4:08 she actually went outside to see if she had missed something. No reliance anywhere to be found around the complex. So there is no way he stayed for any amount of time. They refused to send anyone back and also refused to set up an actual time after wasting 8 hours of my mothers day having spent it in my freezing home. They also had my mothers phone number to call and did not do this either.
I call them back to inform them in fact no one had been there, without coming right out and saying it they basically continued to tell me I was mistaken.
I asked for a supervisor and was told they were busy and would they would call back within the hour. I was busy so gave them my mothers number to discuss the situation.
My mother informed me that she spoke to someone named Asia, who did not ask anything but proceeded to go on about how things were going to be. Asia was told to be quiet and listen because customer service is about listening to the customer then finding a way to make things right. This company sure does put a lot energy into making people as though it's their fault and avoid doing something to make it right.
Asia offered my mother 2 months free water heater rental, my mother let her know that she couldn't accept anything as she is not the account holder but that she would need to talk to me. Asia again later in the conversation suggested that my mother could just accept the offer and again my mother refused. They did nothing to expedite the service as their technician never came. Protocol was explained by Asia is for the technician to leave notice they had been there which they did not, so they have no proof he ever came to the door. Which didn't happen, clearly.
My mother asked if the call was recorded and that it be reviewed by someone higher up and have a better resolution to this issue.
I attempted on Tuesday November 5th to contact Asia to finish this discussion regarding making things right. I was met with every road block possible, people refusing to let me speak with Asia, or a supervisor.
This is ridiculous. Now my mom has been sitting in my freezing home doing me a favour for over 12 hours the last 2 days since I need to work and can t be sitting there all day for " reliance" funny name in this situation to come through.
This needs to be rectified, they were all over pushing a service package which doesn't even help me in this situation. To top it off the part is shipped to me and then its up to me to try and get them here to complete the service. How is this at all quality or reliable customer service. It's not! every time I call I am having to tell everything again and been stone walled around speaking to someone with some authority, not ok!

I want someone to contact me directly and resolve this and make it right. Forget 2 months free water heater rental for all this wasted time and effort try 6 months to year minimum. Our time as customers is clearly not valuable to Reliance Home Comfort.

Acct#[protected]
Our son and his partner rented a water heater and furnace Dec. 29, 2008. As they were new home owners and had bad credit we the parents had to co sign on the agreement. We were never never contacted from Reliance (they had our home number, address, email address). Oct 2013 we purchased the home from our son and were informed at that time there was a lien on the house for $3, 722.56. So thinking this was the water heater and furnace we paid Reliance $3, 722.56. conf #041223. March 2019 we sell this property out and our lawyer informs us there is another lien against this same property for $11, 031.64 for the furnace. We were advised to pay the bill so the sale of the property would not be delayed so we paid it. At that time we tried to negotiate with Reliance offering to pay $6762.80 (the cost of the furnace including HST of $1762.80 plus interest of $5, 000). They would not even talk to us. We asked why this was not brought to our attention 5 years earlier when we had to pay for the first lien but they said they did not know. We asked why they never contacted us to pay the rental of the furnace as we had co-signed but they said they didn't have to. How were we supposed to know that our son never paid the bill and why was this not brought to our attention 5 years earlier? The same account number was on the water heater rental and the furnace rental. We believe Reliance has a moral obligation to talk to us. We would like somebody to contact us regarding this very emotional and financial hardship.

We got the keys to our new home on Oct 30th. Evening of Nov 2nd, valve on the water heater let's go and water was rapidly spewing out of the heater onto the basement floor. We immediately shut off the main valve as soon as we realize what was happening and we called support in hopes that they would send someone asap. Reliance after all does state they offer 24/7 support.

I was told by the agent that there is no technician available until Tuesday November 5th, between 10am and 2pm. When I asked if they had a tech on call, the answer was no. When I asked if they had a subcontractor on call to send out, no. I asked if someone can come Monday, no. Finally I asked if someone can come between 8am and 11am on Tuesday because I need to be at work, no. Last ditch effort to have this resolved timely and without missing a full day of work wages, I ask if they can send someone out on Wed AM or Friday anytime, no. To top it all off this water heater rental is past it's life expectancy of 12 years. I don't understand how this is acceptable when you pay into a rental agreement. Reliance is 0% reliable, does not ensure equipment is switched out when it exceeds life expectancy and they do not have the 24/7 support they claim. Very disappointing and frustrating experience.

Water heater blasted and basement flood caused.

The water heater paid for 15 years to Reliance for "rental", enough to buy 3 new water heater. Meanwhile, no service no maintainence even no visit! They just keep charging you without providing any services!

Suggestion:
1. Home owner: don't "rent" from them, don't buy any products from Reliance. They just steal you money without doing anything!
2. Government: Reliance doesn't look a Canadian business, should not be allowed anywhere in Canada!

Reliance Home Comfort
Billing 02 Oct 2019
Client # [protected]
Since many years, I used to be charged on my Enbridge monthly invoice (since the beginning of this rental of the water heater, about 2 years ago). Monthly rate: $18.25 + tx; this arrangement with Enbridge seems to have been changed on 06 Sep 2019 for no stated reasons.
As a result, I have been charged twice for the September rental:
$4.26 + $0.55 tx (total $4.81) through Enbridge for the beginning of the month
$18.25 + 2.37 tx (full month rate) for the second period of September.

However, I received a first invoice from Reliance indicating:
Previous balance: $1.45 ?
Late payment charge: $0.02 ?
Service: Sep 10 to Oct 01: $18.25 + $2.37 tx
Total: $22.09

A few questions:
Q1: Why is Reliance sending me invoices and not continuing with Enbridge to charge me?
Q2: Why are you charging me a partial September and a full September at the same time (double charges)?
Q3: Where is this previous balance coming from; what is it; I never received a bill from reliance with any payment whatsoever to do?

Request 1: I am expecting to be reimbursed for the $1.45 + $0.02 + $4.26 + $0.55 = $6.28; please proceed.
Request 2: I spent 25 minutes with one of your representative on the phone trying to resolve this issue with no success; I also took my precious time to write you this formal complaint; I am definitely expecting reparation for that time lost; 3 months of free water heater rental would be a fair compensation.
What do you think about this situation

Regards,
Guy Forgues
5 Valiant St
Nepean ON K2J 2N3

I am Govindaraj Ramaswamy, I bought a new property in Mississauga. 2529 Rugby road.
During hot water tank installation, they damaged the basement stairs & drywall. I already talk to the installation guy and customer service about that incident.
I have taken pictures of the damages.
I have received an estimate from a construction company they gave me the quote
JESSE-JOYE construction company
1-replace one step removed and install new one and stain
2-plaster and paint hallway
On cots primer and 2 cots paint
$900+ h.s.t labor+material

I started renting Reliance water tank in 2009. Last week sept 2019 I was trying to renew my mortgage and found out Reliance home comfort has put a lien on my property fo 6, 389$. I called to ask why and they told me to have my lawyer contact them. I asked for a copy of the lien and they said they don't give that information to the client. I paid my rental fee for 10 years with out skipping a beat . How can they put a lien on a rental. I guess my only next step is contacting A-Lawyer. Has anyone else gone through this? And what did you do?

I have been a customer for over 20 years. Have my heat air and hot water heater with them. In the past if something broke they fixed it, no cost. Now my (rented) hot water heater broke. Water everywhere a large mess to clean up. I call reliance and they send out a tech ... he says it's done, I will need a new one. Bug they want $150 to hook it up. Are you friggen kidding me. They advertise rent from us you will never worry again. It breaks we fix it it. If it needs replacing no charge. I am so done with them. Just waiting for a buyout price and I will NEVER deal with reliance again. Despicable way to treat long term customers. And I will let everyone know.

My hot water has not been working for the past 3 days. The technician said he was supposed to be here today between 10 am until 2 PM. There was a no show! I called Reliance and customer service said that the technician came at 10:45 am, called and left a pamphlet but this is all a lie. He did not call, or leave a pamphlet! I have 2 kids and we have been struggling without any hot water so how dare he say he showed up when he did not! My door was open all day long patiently waiting! What kind of customer service is this? No other technicians were available today so they are making me wait an extra day!

I had purchased an air conditioner from Reliance. Reliance had installed the wiring of my air conditioner in a hazardous way instead of installing the wiring along the outside wall, it was installed from the air conditioner across to the wall where it is hazardous and potential for anyone tripping and falling. I contacted Reliance close to a month ago and 2 technicians had assessed the situation and had done exactly the same by taking a photo and notifying their manager to send another technician to fix the wiring for they too stated it was done the wrong way. I was told that a manager was to contact me.

To date August 5, 2019, I have not heard from any manager nor the status of anyone coming from Reliance to fix this problem. If I don't hear from Reliance by the end of this week, I will file a formal complaint to the Better Business Bureau complaints department and the media. I will appreciate your response. I can be contacted at [protected] or [protected]@outlook.com. My address is 2057 Stonehenge Cres., Gloucester, ON, K1B4N7. Thank you.

Best,
Ruby Crisostomo

I received a phone call supposedly from your company if I was interested in a service plan for my furnace and Air conditioning Unit. I asked him for the particulars and he would mail me information about the plan and what was covered in the plan by mail. I am still waiting for that. That information was to help me make up my mind before I joined.
Today I received an email and invoice for the cost of that plan, the email also included a welcome letter for their new customer, I was not aware that I signed up for any thing at all.
I deal with you for my water heater and that always seems ok and above board, what is pulled on me now is below the belt. I am not used to your company dealing with clients that way.
It would have been nice to read things over before receiving an invoice, maybe that is not done now a days but I have some old ideas when dealing with clients

The install was May 29 2019 the installers left 3 holes in my ceiling and did not cover as promised in agreement they said nothing will fit there. Without notifying me they did the install anyways. 10 000 dollars later I still have this mess. Jeff parsons is nothing more than a con artist and Im pissed being on disability and they walk away like this is some kind of joke Im bitter with reliance and the conduct of this sales person/ He did not mind taking my money or his commission but now snickers at this problem when he was notified long ago. I want some money back to repair my dry wall ceiling properly or send someone to fix it right. I feel scammed by Jeff parsons.

A Reliance technician came to check what is wrong with the air condition in our 6 yr old house in London. He came and told us that the problem is a refrigirate leak that cost 1500 + HST. He said the problem is in level 7 highest level that need major repair. We called another service from another company and the guy came and said AC is running but not removing humidity. He said refrigirate level is ok. He just activated the HRV and AC works fine. He charged me 80 + tax in this service. Not to mention Reliance charged us to 99+ HST ON WRONG DIAGNOSTIC REPORT. Reliance is scammer. Always get second opinion.. their technicians are salesman.

I am in the process of buying a investment property and am getting a home equity loan as I am mortgage free. As my lawyer is doing a check on my property he informs me there is a lien on my home from 2035881 Ontario Inc. I have no clue who that company is until I googled it and found out it was reliance ! I am extremely upset by this ! For a goddamn furnace which I bought ! Are you serious ? This is abuse of power ! What gives you the right to do such a thing ? The bbb should hear about this and Minister of Consumer Affairs !

New A/C was installed in June 2019 and paid for upfront. On 2 separate occasions last week technicians came to fix the leak. No success, I've contacted on my sales representative Evan Carter and he won't return or acknowledge my calls. I've also contacted costumer resolution and still no action since last Wednesday.
They know what the problem is and what needs to be done but no action is being taken.