Reliance Home Comfort
Reviews and Complaints

Signed a contract to have a new furnace, a/c, and water heater installed in my home by reliance. upon asking for proof of licenses, insurances, permit they ignored me until install day then canceled our contract because I was demanding the provide proof of all the legally required information before letting them onto my property... This company is well known for scamming and screwing over customers... Reliance is constantly preforming illegal installation all across Canada. The building inspectors and electrical authorities are all aware that Reliance uses un-licensed personal and will "cut-corners" throughout the install..
DO NOT hire Reliance to do any work at all, they are rude, dishonest and all around a horribly painful experience ! How can a company be allowed to continue to operate like this? well they just pay the fines and then they continue to preform illegal installs.

buyer beware !

Hello,
I live in Ontario, Canada and had servicing done by a 3rd party through Reliance Home Comfort in August 2017. I never received a bill. Instead I received harassing phone calls multiple times a day regarding an outstanding bill that "must be paid". Initially I said I would gladly pay once I received the detailed billing. The harassing calls continued and I still didn't pay because I hadn't received the bill. Eventually I asked that they add the amount owing to my quarterly water rental billing. Stating that I wanted it reflected on the billing what exactly the $499 + tax was for. The quarterly billing came in with the $499 charge on it but it was one line item, a lump sum amount due, and it didn't detail what the charge was for. I paid the bill in January or February 2018 (even though I didn't receive a detailed billing) and yet the harassing calls continued for months afterward. I have since begged repeatedly for proof of what I paid for & still I have received nothing. Since there is no logical or reasonable explanation for being forced to pay for something without proper billing details I believe I was fraudulently over billed for the servicing (especially after I've been asking for one for the last 8 months). I do not have proof of what I paid for. Reliance Home Comfort must send me the detailed billing of the work done.

I give this company as a whole negative 5 stars. I have been getting screwed around since december of 2017. I've been told they will work until the fix my furnace several times, only to have them say they don't know what's wrong with it. We have had several technicians come to my house only to have the "installers" have to come. First time the installers came, they refused to do the work they were asked to do. Telling me it wouldn't fix the problem.. So my furnace overheats within a day, and I call back for the technician. He comes back just as frustrated as I am that the installers didn't do their job. We had a second installer come who took a few hours when I was told it would be quick.. No big deal.. Until he tells me he doesn't think this will fix it.. I asked what he thinks will fix it and he shrugs his shoulders at me and says "I dunno".. Wow.. I asked for a new warranty furnace and they said they would try. That's a no go. So I ask what the next step is, and they tell me to call when my furnace is ‘no longer in working condition'... I can't even put the filters or the front on without my furnace overheating, and it's barely on at this point! I am now waiting on a ‘no frustrations cheque' which was supposed to be to me within 8 weeks... It's been over 9 and they still "haven't received the cheque" at the calgary office... I am beyond frustrated! This company is nothing but an all around [censored] show. I will never deal with them again.

paid for years for furnace insurance on a boiler, which does not cover as much as a regular furnace, but might get someone there to repair it if it broke down, . there was one day that I noticed that it did not seem to working very well, and had a strange odor, called reliance to send over a technician to check my problem? Well when he got there he was not enthused that it was a boiler and shrugged it off, saying if I measure the C02 and it exceeds the limit I will have to shut off the gas, My co checkers have not gone off, and I cook with gas and also have a gas Fireplace. Instead of doing his job and checking what was wrong with the furnace he left . I called another company whom I was not insured with and they came over the next day, and explained what they had to do, this man was also familiar with boilers unlike the other fellow, he did a co check and then suggested he clean it, he removed the applicable parts and burner, cleaned tubes and all went well and co levels were acceptable.I stopped paying the insurance and they have been harassing me for over a year demanding payment, even sent it collection, I will never pay them another cent!

Re: carole & gilles lessard, 1213 grace ave, porcupine, on, acct#[protected]-3011019 - cas

At the end of february/2018 our hot water tank needed to be replaced. At that time, we were renting our tank from reliance home comfort. Therefore, their technician came over, drained the tank and confirmed that this tank had to be replaced. We decided to purchase a new tank from a local plumbing company rather than keep renting from reliance. We followed protocol by returning the old tank to a specific depot located in timmins as requested by reliance home comfort. Then shortly after this, we received a bill from reliance for an unreturned tank. Luckily, we had a receipt for the tank delivery and forwarded the receipt to [protected]@reliancecomfort.com, again as requested. This went on and on. I followed with multiple calls and multiple emails, and during every call, I was reassured that our account would be closed, but the bills still kept coming. By may 31st, our case was sent to a department who handles difficult issues and we were finally assigned case #cas-12124-n9j0p7, (kim schlaht, customer solutions specialist) and this is where I assumed that reliance would finally get it and stop harassing us with bills. Then finally, june 5th, I received an email reassuring me that the old tank was confirmed as returned with apologies for the delay and further confirmation that our account would be finally closed. The next day, I received the following message by email: "our records show that your water heater was replaced on february 16th and thus you are still on the rental program. Our office is not able to close the account because we believe that we have a newly-installed tank at your house. To confirm, are you able to please reply to me with the serial number that is on the water heater?" I was furious when I received this message, but I followed through and provided pictures of my tank and label with serial # (pictures are attached). But still they were insisting that we still had a new tank installed by reliance, even after sending them the actual pictures of a tank that is not even their product and I included the paid invoice to first choice plumbing for the new tank we purchased. June 8th, I received this message: "our system shows a water heater was installed in your house on february 23rd. I'm checking with our manager in the area to see if he can tell us what happened."did you return the water heater that we had just recently installed?" — wow, I was fit to be tied! What do they not get? What is wrong with this picture — they call themselves"customer solutions team", why?
We followed protocol and provided them with all documentation they required and still we kept getting billed. I called the technician who services timmins and area for reliance and he confirmed that no one from reliance had called him to confirm that no tank had been replaced. I finally received a call from customer solutions on jun 11th telling me they received all the confirmations they required and our account was being closed and that a sum $219 was being forwarded to us. Within an hour I received an email stating there was a mistake and no refund is being allocated after all?! Unbelievable! Do they even know what they are doing?
I must say that until I receive a final bill showing zero balance and account closed, i'm still a little hesitant that this is all resolved. I feel that we were harassed during the 109 days (or almost 4 months) that it took to resolve this issue. This is totally unacceptable and I have to wonder about the integrity of this company and hope to never never have to deal with them again.

Sincerely,
Carole & gilles lessard

Reliance provides absolutely brutal customer service. They missed the first two appointments to install a brand new A/C unit that I bought from them earlier this year. I probably should have ditched them then, but I didn't. My bad. When I turned the unit on for the very first time last week it didn't work, so I scheduled a service appointment for this morning, which of course they missed- and it's a four hour service window! I didn't even receive a call from them. And get this, customer service (I called them after waiting on hold for an hour) can't even tell me when they'll come to fix it! And it's a BRAND NEW unit. And they call themselves 'Reliance'? Really?

Hi

Hope you are well!

I apologize for bothering you. I feel the need to write to you as I am in a helpless situation:

I own a rental property in brantford, ontario - 179- 143 english lane, brantford, ont n3 t 0j6.

This property is tenanted. The payment of the hot water tank rental is supposed to be done by the tenant and ahs been done or the most part. This my first rental and now realizing I should have had him transfer this to his name. Although I am not sure if this doable as he do not own the property legally. A coupe of months ago my tenant was served a collection notice and he did nothing about this nor did he inform me.

A few weeks ago I was approached by the office of howard waldman about legal proceeding and that I need settle almost 9k immediately. I have tried on more than a few occasions to see if there would be logical explanation to this settlement price after a couple of phone calls back and forth they agreed to around 7k. I am still not sure how this number is arrived at. These folks are totally unprofessional and all they want to push forward his legal action.

I have desperately tried to explain my situation but in vain. I have offered to pay the entire year's payment up front {as a security deposit} and the back log and change the ongoing payment to come out of my account directly starting immediately. This was not acceptable. I have called customer service at reliance directly and they apparently cannot do anything as it is now with ‘collections'. I even said how about I upgrade to the new ‘tank-less' system and we start a new account and relationship and of course pay out the past. This did not seem acceptable

I think my proposal for settlement is reasonable? I have been a client of your for over 25 years in total.

I would appreciate your further guidance please.

Thanks and best regards,
Karim
[protected]

To whom it may concern,
Hi there! How are you? We henry and roselle timog. We live at 2669-24 southvale crescent, ottawa, ontario k1b4v2. Our enbridge account number# [protected] 6. We have to make and file a compliant with this companies, reliance home comfort, viva financial, and utilebill. Because, we got on scam. We are a victim of fraud. This companies are the door to door seller, that lied to us. They came in to our house, they said, they just want to check our furnace. But then they installed their products into our furnace, they said its free, and its ontario law. We signed the pappers without cost. But then, all of a sadden they charges into our enbridge bill. We are shocked! We tried to contact them to cancel their product, since january 2018. But they said, they cannot cancel it. We already file a complaint to the comsumers protection, against of these companies. We already advised by the lawyers of probono onatrio. (legal adviser of ontario) that, we have to file a complaint to enbridge, against of these companies, to stop them/ stop the payments to them, and to remove in our enbridge acct. Please help us, please remove this companies that changes in our enbridge bill acct. As soon as possible. We really need your help.
Thank you, for your kind and consideration!

Respectfully yours,
Henry and roselle timog

Beware Landlords! I rented a house in Delhi, On to a tenant. The tenant had a contract with Reliance but when they moved out, they left an unpaid bill. Reliance came after me, as the landlord to pay it. I said No. 4 years later, I discovered that Reliance sent a bill of $1,000 to a collection agency in my name! Unbelievable! Not only is it not my debt, but it grew from $40. to $1,000. Do not trust Reliance.

How is it possible that by signing your mortgage and acknowledging the presence of a water heater rental that you are automatically signing up for a LIFETIME contract with Reliance? I can't wrap my mind around the fact that somehow this signing commits me to this contract with no knowledge of what the contract entails. When I spoke on the phone to the company to request a copy of the supposed contract I was signing I was unable to get this until the contract becomes in my name (which happens automatically the day I get my house). And once I do get my name on it, the only way to get out of it is to pay $1230 to get the water heater removed. A brand new water heater is $500, yet the guy on the phone argued with me that this was a "great deal". If I live in that house for the next 25 years, I will be paying $5000 for a water heater - explain to me how this is legal?! Even if I had to replace it multiple times during that period the price still doesn't add up. This is criminal and this company should be sued. I have never heard of a lifetime contact for anything, especially something you did not sign directly with the company for.

Hi there, I have been a customer of Reliance home Comfort for 5 years now. My name is Elyse Lebel-Roy, my address is 106 eclipse cres Ottawa Ontario k4a0w1. My phone number is [protected].

5 years ago, I got a rental air conditioner from Reliance. When I was sold the unit and the whole service, I feel like I was convinced with false information. I was told that the rental unit was pretty much a and I saw it as a great opportunity for more coverage and an buy out.

I called last week, as I am selling my house and my realtor said, no one would agree to take on this lease. And was told after several minutes that the buyout was about 2800$ + taxes. Now after sitting down and trying to figure out how they got to that number as a brand new air conditioning that we have bought for the new house was 3000$. I have now figured out you guys most likely are charging me the remainder of my contract with you.

So I have now paid 6000$ towards this air conditioner and these services, that I honestly never even used, check your records, I used you guys once in the 5 years for a check-up that lasted a whole 30 minutes. And your now telling me I Still owe 3000$ for this air conditioner.

If your employees would've explained what exactly entailed this > why would I agree to this rental if I end up paying about a good 9000$ for this unit. Who would ever uses 6000$ worth of services? If I new how much I was paying towards services, you would think that I would be using them way more then I had!

You guys do false advertisement by not explaining the whole to your clients before signing.

I can literally buy a brand new air conditioner for the same price as the buyout on my old unit?
This is completely ridiculous, and I would love to hear from someone who can justify charging 3000$ on the buyout of a 5 year old unit, I can guarantee you that my unit is not worth anywhere close to that! And why would I pay for a remainder of a contract for "unlimited servicing" if no one will be able to use these services?

I am quite upset, and feel extremely cheated in all of this. Knowing this 5 years ago, I would've simply financed this unit through a different company.

Reliance case number (case #[protected]).
• In Oct 2017 I was sold by one of your sales Reps an A/C Heat maintenance plan for $19.99/month for my Condo.
• In Nov A/C broke down and appointment was made Nov 21st 2017 but no one showed up and appointment was rebooked for Nov 22nd 2017. For that inconvenience, I was credited $50 in my account.
• On Nov 23rd the technician came but couldn't solve the issue and said he will file a report and have someone else come over.
• Another appointment was set on Nov 27th 10-2 and your rep said they will send their house Top technician but no one showed up again. Later on I received a call from reliance help line saying that we you apologize for selling me this protection plan as you don't service high rise condos and that you will cancel the plan and stop any payment due. With no choice left, I called a 3rd party company and had to pay them $740 for the repairs of the AC.
• I called your consumer resolution center and had Crystal offer me a 3 months free maintenance on my other account. I declined the offer saying that I was sold a protection plan that I shouldn't have been sold, so I was mislead to believe that I am protected and therefore Reliance should pay for the full repair cost. If I wasn't sold that plan, I would have got another plan with another company and I wouldn't have had to pay $740 repair cost. Simply speaking, you sold me an illusion, a plan that doesn't exist and I counted on it then discovered that I wasn't protected.
• Crystal argument is that I didn't have to pay for the plan so there is nothing more she can do…my counter argument is that I didn't pay cause the plan was cancelled before the first payment was due and not because I canceled the plan. The plan was in effect when the AC broke down and I was entitled for free repairs. Again the issue is that I was sold a plan that I shouldn't have been sold.
• Crystal went on to challenge me saying that I didn't specify it's a high rise and she said she will go back to trace the call. I said go ahead as I am 100% sure I did mention it's a high rise condo during the sales call + you see above there is a technician that came to the unit and after reporting the issue I got an appointment for another technician. Its simply a sales person from Reliance that didn't know that high rise condos don't qualify and therefore its your fault and not mine. Crystal called me back saying that the call couldn't be traced and I should accept the 3 months offer.

What I am asking for:
• Credit to my account by $740 of the repairs
• Failure to help me, will leave me no choice but to report this to the better business bureau for false advertisement and selling me an illusion plan as well as taking this to the small claims court.

I signed for maintenance plan with Reliance on 1st Feb and after a trial period the plan commenced from 22nd Feb on 25th March I had 2 issues.
1.My upstairs washroom bath faucet was broken
2.My Basement wash room faucet was leaking.

The technician came on 26th had a look spent around 15 minutes and he wanted me to get the bathroom shower handle (metal) from Moen Canada i called Moen but I never could reach them and they needed to go online with the right part number.I spoke to reliance that this part is available in any plumbing store but they were not willing to get it.hence i had to cancel the plan and they have charged till 26th March.I got hold of another plumber and the issue was the cartridge i side was stuck.I bought materials for 165 and did the repair. I need to compensated for the time wasted for the repair plus the cost of materials.

Briefly : I had called up customer service when I noticed the kitchen -floor, that is located above the furnace felt warmer than normal.
Dino the technician who checked it assured me it was absolutely SAFE & left.
He had mentioned casually that the pipes that builders used, often leaked carbon - monoxide
.later his random comment hit me & I freaked out.
I called customer service, to get a second opinion.I was told very firmly my furnace was FINE.
It took a great deal of persuasion for them to send Steven who was accompanied by another guy . They immediately got down to telling me, " the furnace was very DANGEROUS . I was lucky to be alive ", thank God you freaked out."
Shorly they were joined by another guy.He was introduced as the senior technician.He did not bother to even look at the furnace & started advising me about the best furnace etc
He said it was my good fortune he happened to be carrying brochures & forms because he was filling in for a sales agent!
Steven wanted the furnace replaced right away.
I had an uneasy feeling about the way I was being pushed into buying a new furnace, & told them I wanted a neutral opinion.
I got the shocking reply "No you cannot do that.I have already shut it down & put a Red Flag on it..Embrdge will not accept any repair work . No one is authorized to touch or fix your furnace now ". A blatant lie.!
I protested, was then told I had already signed a paper about the Red Flag.
I normally sign a paper whenever any service work is done, I was not given a hint about the Red Flag.I had not even worn my glasses.
I knew I had been taken advantage of because of my age.If I had to buy a new furnace it would not be from Reliance!
My grand kids & I had suffered in the cold for days.I complained repeatedly by phone & email about the need-less expense of a new furnace.
I was told Steven had a witness, my furnace was indeed very dangerous
If that was the case then Reliance could have killed us all.
Dino had reported it as absolutely FINE.
Steven came more than 48 hours later .
Both gave totally conflicting reports. If I wanted to be greedy I could have reported Dino, that was a major negligence.
Reliance is lucky, I am complaining about Steven, for putting us in extreme discomfort for days His intrigue forced me into buying a new furnace.

It transpired later the kitchen floor had felt warmer than normal, simply because we had raised the temperature on the thermostat, because of the bitter cold that struck Mississauga that week.

I have been trying desperately to get some justice,
Ms Dawn insists Steven was in the right, She should understand, in that case our lives had been seriously endangered .
I asked her "How is Reliance going to compensate me for endangering our lives? "
Her reply "We can give you $200 as compensation " I can hear her words ringing in my head.
I have conveyed my grievance to the manager also.
He was supposed to resolve this but I am still waiting.
Rafia Naeem

Could you please, help with this problem!
I'm desperate and very frustrated, my billing is coming with $208.46 and starting to Charged from December the 3rd. If the installation was on December the 14th.
Amount to be charged is $137, 00 per month that the contract was signed and it shows it.

And why? The Charges are from Dec the 3rd if the installation was on December the 14th. Acordd to the law they have to go with the arrangements.
I called several times between to the billing and customer care depto, and they kept saying it'll be fixed but it didn't, the last people a talked was her name Norma fom the Customer Care Depto she told the bill was fixed but according to the last bill it didn't because, today February the 9th I recrived a new bill showing the wrong amount of $208.46 per month instead $137.00 monthly.

Attaching contract
Maria Ornelas

On January 6th, we phoned Reliance about a suspected gas leak in the home. We just installed a new propane furnace in August 2017. The rotten eggs smell was mild, but it was spreading in the home. The associate on the phone had no idea how a propane furnace operates, and told us to go back in the house and turn on a space heater as it was -35 outside and we had evacuated the home. If there really was a gas leak and somebody in our position listened to this associate, they could have been setting off a bomb. The fact that somebody working for a HVAC company could be so ignorant is just incredible and beyond dangerous. Thankfully the situation was resolved after phoning the local fire department. We are still waiting for a technician from Reliance to repair the furnace after an inspection from Canadian Electric deemed the installation incomplete. Somebody was supposed to come in December, and we are still waiting. I phoned Reliance again this morning and escalated the situation and I am now waiting for a supervisor to phone back. We have had nothing but problems with the initial installation and employees of Reliance providing false and very unreliable information.

Hello

After long time calling to Reliance Home Comfort to set an appointment for my water heater due to leak, finally I got customer service to det appointment for January 1, 2018. The day of my appointment no one showed or even called me with cancellation. After long waiting time on the phone to find out what's happened with my appointment for my water heater I finally got a new appointment date for January 4, 2018 and was no show again. I would like to know what is going on and who will be responsible for soon to be damage if the relife valve completely gets loose and water will get all over my place. I have two references # from who took my appointment dates. I hope I will hear from someone soon and not to be ignored.

Thank you
Agnieszka

I have a 7 year old furnace and have been paying $39.99 +tax for heat, cooling and plumbing plan.
Last night we came home and the and the funace was not working. No heat. I called the 24 hr # and told no one can come til the next afternoon. The temperature was -20.
The HVAC technician showed up with an apprentice. Did not offer any business card or introduction.

I explained the problem and told them I have been etting hat by turning he power to the funace on and off every 15 mins since last night.

Immediately he went about the funace looking fora faulty part that was the most expensive and not covered. He told me that the secondary heat exchanger had to be replaced at a cost of $1089+tax and would be turning off the furnace as unsafe unless I agreed to get it repaired.
I told him I have been paying for the protection plan and it should be covered. He said not covered and issue me a invoice quote and a reg tag to my gas company to shut off th gas.
IS THIS CUSTOMER SERVICE?

RELIANCE HOME COMFORT HEATING, COOLING ANS PLUMBING PLAN IS A WAY FOR THEM TO MAKE MONEY. DO NOT PURCHASE***********THEY WILL NOT HONOUR.

Hi

Issuer- Reliance home comfort - hot water tank
Account#- [protected]
Date - DEC 09, 2017
Client name - Rolick Ghesani
Complain - Repair
issue - no hot water -repair or service appointment given after 24 hours
Reason - NO heat is priority not NO hot water (2nd time in 20 days-1st time is was resolved in 24 hours and same thing happened)
contact#[protected]
email address- rollick.[protected]@gmail.com
service repair confirmation after 24 hours #RCQ8628978

I spoke to customer service and Supervisor they said our priority is no heat not no water at this point as we have festive season we have people to take shower but that was not given any priority as its a urgent request, when its really needed no service provided they did not push or even tried to say that they will try to get someone, its not a big deal as they have technician to work on like this was an urgent request it wont take much time as well.

I was given an appointment next day 1 to 6 window not on same day with same reason no technician available our priority is NO heat not no hot water at this point. I believe work will not take more than 15 minutes to solve it temporarily.

I'm paying $54.74 monthly as hot water tank rental and to get service on time, how is it possible that they have no technician to help when its badly needed same thing happen twice and setting their priority by themselves, so now they think we have to wait more than 24 hours as we have no hot water complain.

Please take an action immediately so client like us which has no power but to listen them, as I'm writing now(DEC 09, 2017 10:45 AM and getting appointment next day DEC 10, 2017 between 1 to 6) I don't know if that issue will get bigger and I have to face bigger consequence.

I would appreciate your help and action taken against them.

Rolick

Absolutely the worst, most stressful experience ever. I have called and asked to speak to Managers, supervisors, someone in charge and get nowhere. We have a rental water unit, brand new financed furnace unit and AC unit. Someone just showed up at my door to say we are behind in our AC unit payments (only the AC unit) and that financing was not provided for this. When we had it installed financing was approved and we signed a contract. Now, 6 months later we are told we have to pay the entire amount in 7 days or the equipment will be removed. How is this our fault? We were told it was approved, we THEN agreed to have it installed, it was and we have paid our bill up to date since (assuming AC was covered under "home comfort service." Suddenly a note is taped to our door in red marker threatening to remove equipment in 1 week if we don't pay $3500?!

**sent the above to customer resolutions and received:

I am concerned with the information your provided below. Reliance does not send collectors door to door, nor would we ever reposes the units from the home. The person who came to the door, did they have identification or paper work that they gave you?

Your account with Reliance is not past due. On the account you have the rental of the water heater and the furnace.

If you can provide further information about this person that came to the house, I will be sending this to our privacy office for them to be aware.

Thank you for your time
**Information sent along with a photo of the notice that was taped to our door and written in red ink

Nothing has been sorted out. We were told this same manager who put up the "red notice" would call us. He is part of the problem, not the solution and has refused to sort this out to date.

Why is it so hard to get a phone number for someone who DOES care about customers? Or at the very least, his superior? I asked, and was told this same salesperson would be in touch. Ridiculous