Reliance Home Comfort
Reviews and Complaints

Just found out after going to get a second mortgage that Reliance put a 20'000 lien on my house 4 years ago after 6 better business cases against them. I requested from the beginning that they remove thier equipment because it never worked right since installation. No a/c in summer no heat in winter . They refused to remove the system even though our old one worked better than there's! After paying on a broken system they finally put a new one in. Still same problems and not working right and told them to remove it that I was no longer going to pay for a broken unit that constantly has the alarms going off. They stopped returning or taking my calls and just put the lien on my house. How is this the right way to conduct business. Why as consumers there is nothing we can do or have no rights. I thought that's what the better business bureau was but apparently as they told me they only do mediations. If the company doesn't want to respond we can't force them. Unbelievable I am beyond upset with this practice and now if I want my second mortgage I have to pay first whatever Reliance wants for a broken system? How is this right or even fair?

Trying to repair an issue with our Reliance Flow max has been a living nightmare. We are residence at a condo in Brampton and
our condo flow max, which heats the home and our hot water (serviced by Reliance) has not working fully since Wednesday (November 21). We have no hot water and/or heater since that day. We have a 20 month old baby in the house. We are authorized users on the Reliance account and we make the payment monthly as well.
We called Reliance on the same day (Nov 21) and some one named Carlos (his phone # [protected]) came in and made what we now know as a temporary fix (he didn't know how to fix the problem) and it worked till Saturday (Nov 24). Reliance started to drop the ball from the get go. At this point they should have realized that a temporary fix was not enough.
We called Reliance again and only got an appointment for Sunday (Nov 25) morning. A technician who came made one phone call to reach us (we live in a condo and he wasn't able to get entry) and when we called him 5 minute later he didn't response to the call. When we tried texting him, he said he was already in Bolton. It's a miracle he could have made it that far with in 10 to 15 minutes. Once again we called Reliance only to get another appointment for the afternoon. This time Steve( his # [protected]) came in. He is by far the best technician who came and the only one who tried resolving the issue. He noticed that two parts needed to be replaced and he ordered the parts. He knew what was he doing and he tried his best to fix the problem.
The parts only arrived on Tuesday (Nov 27) afternoon. Even that was after several calls to Reliance and finally getting in touch with the Customer Resolution Team). That same evening Steve (same technician as on Sunday) came in and was able to fix the problem. Our heater and hot water worked fine till Wednesday (Nov 28) afternoon.
We called Reliance again and a technician named Cuong Luu (phone # [protected]) came in on Thursday (Nov 29) morning and said the transformer needs to be replaced. He said he will find out from their ware house if a part was available so that it could be replaced the same day. He said he was going to informed us as soon as possible, but failed to call for 2 hours with any updates. When we contacted him after 2 hours he said he was still looking for the contact number (It took a Reliance technician more than 2 hours to find his own warehouse contact number). It was very disappointing answer.
We called back Reliance, only to find out no parts have been ordered. We were transferred to another department and was advice the part will only arrived on Friday (Nov 30). After long conversations with several agents we were promised to have the part delivered the same day (Nov 29).
The parts did arrive in the afternoon and it was back on the phone with Reliance to get a technician to come and resolve the problem. We were given a 4 to 8 appointment window. A technician named Manjeet Warraic came in around 7:45 and said the wrong part has been ordered by the technician who came in the morning (Cuong Luu). He (Manjeet Warraic) left without resolving the problem either. He promised to have the parts ordered (again).
We called Reliance again and a call center agent who identified herself as Paula (and also a manager) said she could not do anything at that point. We asked to speak to either a manager (either call centre and/or service) or a resolution. She figured hanging up on us was her best choice of decision.
We called Reliance again and asked to speak to a manager and for a name of the manager as well. We were told by the female agent that she did not know the manager's name and she only request a call back. She then transferred the call to someone named Naveen who claimed to be a supervisor.
Naveen, was the worst agent we have (till to this day) spoken to at Reliance. He was childish in his approach. He kept repeating the same thing (which sounded like reading from a written script). He basically called us stupid and his suggestion was to have the hot water tank replaced. He didn't even take the time to find out the problem wasn't with the water tank. It sounded as he was trying to make a sale than trying to see how he can help. We were simply wanting to get it time with a manager or a supervisor. He too resorted to hang up on us as well.
After being on call for hours on and not getting any proper response we called Reliance back again to figure if the order for the part has been made. A call at 12 AM (Friday Nov 30) to the call centre was answered by Husssain who said he can't do anything at that point and didn't give proper response either. He finally gave a contact number to their parts department.
At this number an agent named Chantel said, we called after hours and she can't help. Why are all these people working after hours and why is Reliance having them answer call (after hours) if they cant even provide simple answer). She finally said that we were banned from calling them and only the unit owner can call Reliance. (I wonder if she would say the same if our bill is not paid).
So here we are Friday (Nov 30th) morning full 10 days since the problem started and we are back at square one. We have no idea as to how to get the problem fix and have a working heater and running hot water. We have been staying at hotel (because of our baby) and I have missed four days of work in order to be home to receive parts and wait for technician. Hope Reliance can get their act together and have this issue resolved once and for all.
This complaint is being reported to (not limited to) both CP24 and Ontario Ombudsman's

a salesman (scammer) caught me in weak moment and got me to sign a rental
agreement for a water filtration system. he had me show him my electric bill
and said if i put in their system they would take the charges off my bill.
in a colossal moment of stupidity i signed and am now getting billed $135
a month and it will cost $12, 000 to exit the agreement. if you do not pay these
people they put a lien on your house. evidently the fraud is epidemic in my
area and they especially like targeting the elderly.they have good lawyers and
if you signed you are doomed. that they come with prepared lies is immaterial.

I did not request...nor did I receive...any service from Reliance Home Comfort, yet I received an email from them quoting a Service Call ID #86273 with my name/address/phone number, stating that installation was complete (either on Nov 1st or the 5th, since the attachment to the email was of another date).

I've attached 2 .jpgs, but only one (the attachment to the email) grabbed the Reliance logo...the original email when saved as a .jpg didn't grab the Reliance logo. I've attached both because they contradict the service date.

I called our local Reliance Home Comfort phone number of [protected], then pressed 3, then 2 when I finally got someone on the phone. Since they couldn't find anything, they patched me through to their Service Dept. The Service Dept. listened to my complaint, and searched the computer, and said there was no service requested or received from Reliance at my address. Then why is there a Service Call I.D. associated to my address? I need this cleared up, as I rent a water heater only from Reliance for many years now, and I don't want anything coming back to me at a later date, from some record that they're telling me isn't associated to my address! Please resolve this for me! Thank you.

My furnace is not working, house is freezing, got young kids and worried about their health paid off $1383.97 bills last night, did not get service expert, unable to live this house, please provide 911 services by today, other wise relaince has to take liabilities, u can reach me on [protected], from scarborough ontario, toronto,
Plz plz service plz

My wife and I are currently renting the hot water tank along with the flow max 120 and flow max 70 for reliance home comfort. I again currently have no heat from the unit from the loft since no water is getting to the unit as per the four service person who came over to repair. We have been in our current home over eight years and from day one we have had numerous issues with both units and had over forty service person over to resolve no heat or hot water issues with the units. Just had the flow max unit replaced in the basement after numerous complaints. System was evenly replaced on July 24th since is was no longer working. Went from $28.00 per month rental to $78.00. lost one week of vacation dealing with reliance on this issues and 8 service person over to resolve due to improper insulation on July 24. Sept 18/18 called again, no heat in loft and non-circulation pump over heated due to lack of water. Service person came over and could no resolve, Oct 11, repeat issue, no results, Oct 13 repeat issue, no results. Currently using a base heater to warm upstairs as no heat is coming from flow max in loft. Had the circulation pump replace over a year again from reliance group and again their pump is defective.

I can not recall how much time and resources I have lost by just contacting them for service and or support. Numerous time the service tech have the wrong work description on the work order as was on Sept. 18, Oct 11 and Oct 13. I have already contacted the customer resolution center numerous time to try to resolve the issues with this units. I have no other choice but no the seek legal advise and contact the better business bureau.

Again, I am on vacation this week and still dealing with reliance home comfort .
group.

my furnace gave an issue and we called these guys as i had the protection plan. They came the 1st time and said the motor needs to be replaced and they fixed it in the 2nd appointment . The next day the furnace stops working and they came and fixed it. No issues so far. It again stops working and now a technician comes and starts telling us that we need to replace the furnace and he would send another person to give us a quote. The moment my husband told him that we dont need any quote and asked to fix the current issue(loose connection in the switch), he started telling that it is a safety issue and switched off the furnace and he ALSO SWITCHED OFF MY GAS CONNECTION. With 2 kids at home on a Thanksgiving day this stupid guy does this to us. for 3 visits the furance was fine and asa we said NO for a NEW FURNACE QUOTE, all of sudden it became a safety issue. NEVER GO WITH THESE GUYS. I have also placed a POLICE complaint on them.

The most unprofessional, bunch of people I have ever had the displeasure to deal with. Call centre agents, totally inefficient, some went to the extent of saying I am not a Reliance customer although they have been taking my money for the rental unit for months. Sending service technicians to the wrong address. Adding my name and phone number to an address that has nothing to do with me. Sending me recorded messages about account overdue, although I am on auto pay through Enbridge. Please God save me from Reliance Home comfort. Months and months of follow up, hours and hours of time wasted on the phone, just to be redirected to other depots, billing, to service, to customer service escalations, all resulting to nothing. The agony continues. If I call them, message says, please leave message and they will call back. They dont.

On Oct 4 I advised Reliance via their Website, We would not pay their invoice dated Sep 27th for $175.15 due Oct 12. I question the billing with Dave at the Reliance Toronto office of Customer Resolution who advised the charge $155 was for the TSSA Variance & the monies goes to TSSA. I contacted TSSA and Mr Mark Kulik from Fuel Safety dept advised by returned e-mail the cost would be $169.50 HOWEVER, since the pressure test failed and the venting pipe needs to be replaced the variance application is not applicable and TSSA will not collect any money.
Via your website, I requested a correction to the billing and rebill for the pressure test which I was advised by Reliance tech "DJ" would be $65 + HST. Your website says a reply would be made in 4 business days - - -Today is Oct 10th (no response yet).
Gentle people Again I request a rebill for $65+hst, your tech Ian basically condemned the water heater, a union gas violation was issued, Reliance wanted astronomical monies to install System 636 venting. We've gone with another Service Provider who did the required venting for "no charge" We have terminated our business with Reliance, your tank was returned to your depot October 5/2018.
Please send a final corrected billing which should consider your May 28 3mth billing
covered the period ending Nov 24/2018 & your services ended Oct 5/2018
Respectfully Acct holders J Hewitt & W G Fowler
579 Grey St, Brantford ON N3S 4X9, [protected], [protected]@rogers.com

On Friday, October 5, I called to inquire about purchasing a furnace. I dealt with one of the agents in Sault Ste. Marie. I admit the woman I dealt with was most helpful . At the end of the day, I decided on one furnace then after researching and asking questions I decided to change the order to another furnace. On Tuesday, I was informed that they would be cancelling the initial order to have a furnace installed on Wednesday and they would have to place a new order for the furnace I had decided on.

I then receive a message that I will have to wait an additional 14 days to get the furnace I want. 14 DAYS? How come they state on their site that they will install a furnace in 2 days if they don't have product in stock?

They are calling for snow in the near future and I have guests coming in from out of town. Is there no way to expedite this order.

Hi There

I have rental water heater 11.87$ per month including tax, today I noticed 35.21 dollars have been deducted from my credit card account, I called and your customer service told me there is protection plan fee included in it which I never asked for and it is illegal to include this fee.
I have called twice and waited long time over the phone to get it cancelled which I never asked.

Please cancel it and refund my money ASAP and give me compensation for this trouble.

You wrote a review for Reliance Home Comfort

One minute ago

This company is terrible. Three screwed up appointments in a row. First one, I explained that I would not be home, but could let the technician in remotely, dispatch says fine, no problem - technician calls and will not enter the premises. Rebooked for the following day, between 1pm - 5pm. Get a call at 3pm that they don't do furnace maintenance on the weekend, this is after re arranging our entire weekend day. Rebooked again for Monday 1pm - 5pm. 5pm has now come and gone with no call and I have been on hold for 27 minutes to speak to someone. I finally gave up and used their "call back" function. They called back an hour an a half later. Booked on a totally different day and time as what I was told - no interest in retaining the business. This is the ultimate in poor customer service and I will never call this company again.

We moved into our home in January 18, 2018, and the first bill we got from Reliance was on January 26, 2018. This bill was for over $400 and included charges for 2017 and a significant late payment charge. I assumed whoever started our account just accidentally put the wrong year in but when I called the person was so incredibly rude but assured me that the charges were fixed. Over the next couple of weeks I was harassed by daily multiple phone calls with a message saying that we owe a significant late payment and that if we did not pay our names would be sent to a collections agency. I called again and they assured me to ignore these phone calls and that they would wave the "late fees" that kept being added to our account. Then we get a "final notice" in the mail for $120 dollars and when I called again to ask about this the lady said that they had been leaving messages about this concern for weeks and that we had significant late fees again. This happened a few times, where we would have ridiculous charges considering we were just renting a water heater, I would call and the person on the other hand told me everything was fixed, only for the next month to be a another ridiculous fee (plus late fees). The final straw was we finally thought we had everything figured out, and then in April we get a bill under my father-in-law's name with an information package about opening a new account. I don't even know how they got his name but it was our account number, and the worst part was that the customer service representative couldn't explain how/why it happened either. So I called and cancelled the service and they came to pick up the water heater May 7, 2018. HOWEVER we still kept getting bills! At first I ignored them because they were for like $7 but today I got another significant one and when I called they were like "Oh you wanted this fee canceled too?". Also, every time I called over the months of dealing with them I demanded to speak with a supervisor/manager, and NO ONE would connect me to one. There was even one woman that I refused to give her any more answers until I spoke to a supervisor and she just transferred me to a different department. This company has the worst customer service I have ever experienced. I am hoping that our ties are now permanently cut with them.

The Ontario Safety Standards, Viva, and Reliance are all part of a scam that is affecting a lot of Ontarians. I am in Sudbury Ontario, and was scammed into purchasing a water filtration system. My story is the same as others throughout Ontario. The Salesman make you think they are working for the City and Ontario Safety Standards, and say that we should have had this filtration system in a year ago. He said that I would save $180 from my bill if I get this water filtration and ac unit. They said it wouldn't cost me anything because it would come from that savings. I was told Water Filter was $60 a month and A/c $80. This was not true, I didn't get any savings and have to pay $69.99 and $89.99. When the units were installed there was damage done to my tenants furniture, which I was fighting with Viva about along with the false information I was given, I wanted out of the contract but before any resolution they sold contract to Reliance. Since it was installed we started getting sick, my one tenant was already sick with health issues, and she started to get sicker. My house also started having a foul sewer smell throughout. Then it progressively got worse and I finally realised it was the water that was smelling like rotten fish. I called for service and was told that filter wasn't installed to code, and that sewer water in backflowing into filter so for past year we have been drinking sewer water. I want the contract cancelled and unit out along with my hot water tank replaced, but of course they will not let me out of the contract.

I have contacted the Better Business Bureau and found warnings on the sight about the Ontario Safety Standards. Unfortunate I didn't know to check there first, plus I was drunk when they came and then I got them drunk all before signing anything. I just wonder how many other people had this unit installed and might also be drinking contaminated water. I think this should be taken very serious as we are talking about HEALTH and SAFTEY now.

I think the public needs to be informed and I think something has to be done to stop these scams from happening.

Thanks Luc Guillemette.

On Wednesday May 13th, 2018, I had a new hot water heater installed by Reliance. Less than eleven weeks previously, I had had a custom made front door installed on my home which I was cleaning daily as I wanted it to look beautiful. I run a home daycare, so five clients arrive between 7:30 and 8:30 am daily. No one noticed any damage to the left side of my front door. At 8:35, the Reliance team arrived to install the new hot water heater. At approximately 3:10, I went out to do my daily cleaning of my new beautiful door and there was A HUGE SCRATCH on it. Texted my salesman and the installation guy IMMEDIATELY to let them know. I also had had a new furnace and air conditioner installed on Friday May 11th by Reliance at which time the same installer took several chunks out of my walls to my basement. After at least 40 phone calls, texts and emails in which I included quotes for repairs to my front door $1500 and walls $375, Reliance has offered me only $500 to complete these repairs.
DO NOT BUY ANYTHING FROM RELIANCE...they DO NOT accept responsibility for damages to your home and expect that I will put it through my home insurance. Why should I put it through my insurance when Reliance has its own insurance? The installers and members of Reliance's legal department are immoral, lying and irresponsible individuals. I will NEVER purchase from Reliance ever again and will use every public forum to tell others not to as well
DISGUSTED AND DISGRUNTLED
Nancy Fincher-Morrison

I bought a house with my husband in 2003. We 'inherited' a Reliance water heater with the house. Reliance only put it in his name > no idea why, I believe the people living here before us gave them our names and they chose to put it in his only? We did not sign anything

I called today because the payment comes out of a line of credit account that I am closing. Trying to get the payment switched to come directly out of my bank account.

Should be simple right? NOPE. Not with Reliance

Husband no longer lives with me and they want a $35 fee to change the payment. I'VE been the one paying this bill all along for the past 14 years. Not like I'm a new customer. Why the hell do I have to pay a 'set-up' fee? It's 35 dollars but it's the principle of this that infuriates me.

I want to tell them to come get their water heater and I'll just buy one much cheaper than they charge to rent one. You pay over and over for the same water heater. 3 years of payments = cost of new water heater. You will pay for it 5x over by renting from these scam artists. And now they want a 'removal fee' to come get it? I signed nothing from them. How is this legal? If it is, it certainly isn't ethical

These guys show their true color when you want to return your rental equipment . Either keep paying absurd rent for their equipment or they want to charge you an arm and a leg if you want to buyout. They quote you figures that are more than what they have in their ( very absurd) contracts. So many Canadians can not get their finances straight because of companies like Reliance home comfort.

I have called, a few months before, asked for bill to state what the charges are that are being taken off my account as i need proof for my Taxes for government!
I was told, they will be sending to my e-mail after the payment is taken, all they did was Sign me up for Junk Mail that I get 3 times a day!
I called back, now they are saying you need to get rid of the tank, change the contact to get a Bill!
They take off money off my account, obviously there is Accounting process being done!
I don;t even have account# of my account I owned for 8 years, that they will not Provide me! Said to me they can send my Contract, never sent!

I had a salesman come to my home and we purchased a rent-to-own furnace (which they now claim doesn't exist, despite what we were told) back in April of 2008. The contract says 84 monthly payments, which have long ago been paid and a residual value of $4, 587. Reliance has kept deducting from my account despite the fact that they have collected more than $5000.00.
When I tried to resolve this by phone I get no where. Finally in an effort to resolve this I paid then an additional $2150 as this was the amount they gave me as a final payout. Now they are sending more bills and want an additional $900. which I refuse to pay.

This is absolutely an example of service in bad faith and it is my hope it can be resolved.

I had Mr. Prince come to my home. He looked over everything and wrote up a contract and made an installation date. The installers come said they could not do it but the coil was the wrong size. I tried getting ahold of Mr. Prince with no results until I said I would complain to head office. He only returned my emails when I said angry things. His phone answering machine is always full and he does not answer his phone. I was left in limbo for July 11th 2018 to July 23rd 2018 only to be told that they will not do the job and be getting a full refund. This installers did not want the job because of to many obstacles. I feel the adviser should have told me of the possible problems and kept me up to date on the installation of my unit. I feel he did not hold up his end of the contract. I moved all the things out of the way that I was instructed to. Now I am having to find someone else to do the job. I feel he does not know his job and needs more instruction. I have more to say but no room