Reliance Home Comfort
Reviews and Complaints

July 10th, 2022 - AC not working

I called Reliance to make an appointment to have someone come and look at my AC unit. The initial appointment was made for between 6pm and 11 pm on a Sunday, which i thought was good! Well then it all went bad! Technician called to tell me his truck had broken down and he was waiting to get a rental. Since it was Sunday evening, I asked if Monday morning would be better and he committed to me that he would be at my house for between 7am and 11am. Monday July 11th .. Noon rolls around and still no tech. Called the office and was now told that I was scheduled for Tuesday between 10am and 2pm!

I took a day off of work to be home to be told i know needed to be home again! .. Needless to say i cancelled the appointment, call another company who scheduled me for within the hour and showed up 15 mins early!

I will never use this company for anything again and would not recommend them for any services!

June 3rd service call to assess rented water heater which is at least 15 years old as was in house when we purchased in 2007. Technician placed a red warning tag as no chimney liner and advised we needed a PV60 which required us to move an electrical outlet but then no need for a chimney liner. We had our electrician do the work and had Reliance come back on June 28th to fit the new heater. First technicians arrived with the wrong heater so they contacted a second group to come with the right one. Second technicians arrived later that day and informed us that we now needed a PDV50 heater due to there being a bedroom next to the furnace room.There was no mention of the bedroom during the very first visit. Fourth visit was scheduled for July 4th to fit PDV50 - on arrival the technicians told us that they couldn't fit the required venting to the outside so we would now need a CV60 which requires a chimney liner. Complaint lodged with Reliance yesterday and was told someone would call back which they haven't. The timeframe is of importance here as the red tag issued only gives us until July 10th before the gas supply will be cut if the heater has not been replaced.

My parents and I own the house my parents live in. However, I am a silent partner, as most decisions regarding the house is made by my parents.

My father was approached by Riliance home confirm in 2010, and they explained that Reliance can replace their Furnace, heater and air conditioner and all they have to do is pay a monthly fee. So they went a head with the deal as they didn’t have enough to purchase all three items at the same time.

Fast forwad to June 2020, we have paid reliance a monthly ‘rental’ fee for the last 12 years! We went to get the house refinanced and found out that there is a lien on the house for $1000! There was never a mention of putting a lien against the house.

We have called Reliance several times and they told us this is how they operate their business. THIS IS ILLEGAL! I can’t believe there are so many others in Ontario that have fallen victim to this scam.

I’m looking for anyone who would be willing to file a class action lawsuit agains Reliance home comfort. Please Contact me at Shaonh (@) gmail (dot) com

Thank you!

UP Level account no;L1962004, Reliance acc no; [protected]

Hi My name is Revathy Vinay,I live in Ajax and I have an ongoing issue regarding my water heater and I am looking to get some advice on my concern.

we purchased a new house from the builder SUNDIAL on June 2012 and that period we had our water heater from National home service ( Later on Reliance home comfort bought this company) by builder told me its a rental water heater and I have to pay a monthly fee and I had the WHeater for Nine years and in March 2020 we switched it to SIMPLY SMART water heater company since our old one was not efficient ( had so many problem whenever we call the CS for emergency they gave appointment after on or two days and we had to suffer in the with ice cold water during winter)

After we switched, Reliance charged me $452 as a charge for breaching the contract. I called the company and told them I don't have any contract with National or Reliance, I was not informed by the builder / the WHeater company that I have a contract / how long is the contract/ what is the penalty for breaching the contract. So please send me the copy of the contract so that I can make sure that I am paying a legitimate payment.

I have contacted them several times over the telephone and by email, but they didn't provide me any contract copy ,instead they sent my file to Collection agency (A1 credit recovery) when these people contacted me I told the same thing but the collection agency told me that i have to contact my home builder for the contract copy ,I contacted my home builder too they said that I have a contract with the WHeater company but they were not sure about the how many years of contract and is there a penalty for breaking the contact and they told me i have to contact the WHeater company for the contract. I emailed the same to the Collection agency and requested them to provide the contract copy.but instead they keep keepcalling me and threatening me/ talking disrespectfully and rudely to me.

Also they reported this due to my Credit report and it is ruining my credit history. Now I am mentally stressed out because of them.I couldn't concentrate on anything.

I need some advice on how to proceed with this issue. Please help.

Thanks

Vinay

Over the six years, I have had a rental agreement. Service booking agents said it was unnecessary when I requested the tankless water heater maintenance. I would have to resolve the manual instructing for the flush to be annual.

After my term on my agreement, I wanted to purchase the buyout. Quoted ~$2200, which is more than the cost of the same new unit at the big box hardware store. Kijiji/Ebay even has used units for a 1/5 of the cost. I asked how they could justify the price, and they told me the cost was the unit + installation cost + service call cost for maintenance. The person on the phone estimated that to be ~$4000, with the depreciation calculated over 16 years. (the unit warranty is ten years) Considering I have paid that in rental costs, it seems unfair. They want you to rent forever. I would never recommend using this company as they take a loan shark approach to business, get two other quotes from other plumbers, and are guaranteed to pay way less, with considerably less hassle in the long run. The only recourse I have is to pay the account closing fee and remove and replace the unit myself, which is why I am heading to the hardware store after I write my experiences for others to be aware.

I am concluding my issue in this complaint letter and expect some trusted person to respond on this issue. I have a comfort protection heating and cooling plan from reliance since more than two years. I turned my Ac unit on last week of May 2022 but it was not blowing enough cool air so I contacted reliance. Till today I got six technicians visited my house out of which two of them didn’t even provide service order . One of them didn’t even spoke to me a word . Worked inside and outside for more than hour just left without even informing me so I can lock the door. I realized that he is left already when I received service completed email from reliance. One of them was not even sure why he is at my house and left within two minutes when I asked for work order he told me he did nothing so he is not providing work order. Two of them suggested leak test. One of them did leak test. Meanwhile I am the one who is calling reliance to know what exactly is the problem. Finally I got to know that my condenser coil is leaking which is not under warranty . When I told them unit is 7 years old and still under lennox warranty customer service agent told me to get the part so they will send the technician to fix it not even one or two almost all of the agent told me that part is not covered but labour is covered. I still have time and name of the person noted as proof of conversation. I contacted Lennox they told me they will send part directly to Reliance as they don’t provide parts to home owner it requires Licensed service technician to claim the warranty. I contacted reliance again but still nothing happened after the whole week passed. I did wrote below email to customer solution reliance team but instead of email reply I received call from reliance . I explained everything to that person he assure me he will send the technician so he will take the pic of the coil and claim the warranty on my behalf and also provide me quote for installation when I mentioned that I have been told part is not covered but labour is covered under my CPP plan he asked some time to get the answers . One day passed no answers I did contacted that person again who also provide me his direct number for future correspondence . I left voicemail no call back then I call again luckily he picked up the phone and told me that unfortunately labour is not covered but he will claim the warranty from lennox and the cost of Installation would be somewhere around thousand dollars. I told him I need written quote since I lost the trust from reliance none of the statement match with the other and up till now none of the technician provide me written quote for the cost of parts or labour involved in fixing my AC issue. Every time I call I got to know different stories. He told me he will send the technician in the evening to provide me quote. Technician showed up at 6pm Thursday June 09,2022 provide me estimate of $1380 plus HST for the labour cost for the repair of condenser coil which doesn’t include part .He also mentioned reliance will not claim the warranty . I did contacted the reliance agent back who provided me quote of $1000 he said prices just changed last night at 4pm and this is the new cost also he assured me reliance will claim the warranty from lennox.

Now please advice me to whom should I trust ? unprofessionalism at it’s own height! I am paying for my Cpp plan every month but when I need to fix issue I am not even covered? My Ac unit is still under warranty you still charging me 60% cost of new Ac just for your labour even though I have been told that most of the parts and labour is covered under my plan only condenser coil and compressor is not covered .

I want fair solution to my problem. It’s been two weeks since I am out of AC even though I should be covered for my heating and cooling units under your plan. You compel consumers to file complaint with your inconsistent behaviour and unprofessional services. You have left me with no choice I have paid you hundreds of dollars for no reason now you are asking thousands of dollars for repair on top of that which is actually more than the worth of AC itself. I am attaching the last and final work order and hope that someone should considerate fair solution to my problem.

Thanks

We had a rep from reliance come to our house last February, 2021, he gave us a quote, we decided to go with another company. Somehow, he ended up putting a $10000 lien on our house, and now we are trying to get a mortgage, and can't because reliance has a lien on our house, and we are not with Reliance! To top it all off, we have spent hours on the phone trying to talk to someone about this and can never get through.

I called Reliance Thursday, June 2, 2022, in the morning saying there was a leak and that the bottom seal of hot water tank is all rusted out and the whole tank needs to be replaced. I also asked if we could please get a bigger one as well because of the fact that it needed to be replaced. (This was not just a service call) She said the next available appointment is for Monday, June 6, 2022. I explained we were leaving town Friday at 1:00 p.m. and my parents were coming to stay at our house and they needed hot water and that I didn’t think the water tank was going to last so she said ok someone will be there between 10-2 Friday, June 3, 2022. I said ok thank you. Literally by the time I got off the phone the seal completely blew and my whole laundry room was flooded.

My husband and I drained the rest of the tank ourselves Thursday night. Friday June 6, 2022, about 11:00 a.m. a service guy came and said “yup it needs to be replaced but I don’t do that someone can come between 4:00 p.m. and 8:00 p.m. tonight”. I called Reliance and again explained we were leaving town and no one would be home and why did they send a service guy? I told them the tank had to be replaced and we wanted a bigger one anyways. We were understandably mad. My husband had to leave town and I stayed back to wait for Reliance and my plan was to leave after the new tank was installed. We were then told someone might come about 2:00 p.m. and if no one shows up to call back. No one showed up at 2:00 p.m. so I called back and I was told no one is coming until between 4:00 p.m. and 8:00 p.m. and that they would call us. I specifically said do not call my husband cause he will have no cell service I was reassured they would call my cell phone. About 4:30ish p.m. they ended up calling my husband and by chance he still had service and they told him no one was coming at all. Apparently, they guy hurt his back. And someone would come Monday, June 6, 2022, between 1:00 p.m. and 5:00 p.m. By this point we were extremely angry! But had no other options. We left the house as is and shut water tank off.

About 5:15 p.m. I received a call from another service guy saying “hey I'm on my way to your house for a service call”. I explained the situation to him and that was that. My parents had no hot water all weekend and my laundry room was destroyed.

I received a call Monday, June 6, 2022, at 11:15 a.m. from Reliance saying he would be at my house in about 5-10 min. I said no one is home we were told you would be coming between 1:00 p.m. and 5:00 p.m. He said he was told 10:00 a.m. and 2:00 p.m. I said I was at work and my husband wouldn’t be home for about ½ hour. My daughter got home so I told him he could go there about 11:30 a.m. (I am not comfortable having a strange man alone with my daughter even if she is 18 (which he asked her age) I only agreed cause my husband was on his way home).

Bottom line is this experience with Reliance was beyond horrible and no one knows what the hell is going on there and everyone we spoke to basically lied to us in our opinion. We were given a complete run-around. We rent your equipment and expect fast and efficient service especially incase of an emergency. We pay your company good money. This service was disgusting.

The guy who finally came to do the install was very nice and polite. This had nothing to do with him. He did his job but was given wrong information from incompetent people so it wasn’t his fault in relation to the time mix-up.

Deceased died January 19/21. His house is now being sold on June 6/22 and there is a lien from Maxim originally for $2 registered Jan 28/2016 as PR2859449 for a water softener/hot water tank with an expiry date of Jan 28, 2021. This had a name change registered and finally assigned to a Numbered company 2035881 Ontario Inc. all assigning the rights of the original PR2859449. That should mean these Instruments are all expired yet Reliance is still active and charging the Estate $92.73 per month and I cannot get a response from Reliance as to when and how they got an assignment when the Instruments were already expired and the client was deceased.

? Jan 2022 (1) A Reliance plumber declared one of my toilets irrepairable because it was so clogged with urine crystals. I bought 2 bottles of Javelin Urinal Treatment (at a cost of $48) and solved the problem myself. That same plumber said I needed to replace a bathroom faucet in order for the drain stopper to work properly.

(2) 29 March: A different plumber from Reliance fixed that problem in a couple of minutes (without the need for a new faucet).

(3) 31 March: That second plumber broke the tank on another toilet while attempting to fix a water leak. It cost me $425 for a new toilet, with free installation on 22 April.

(4) Uncertain Date: Following Reliance's 3 previous attempts to stop my allegedly-irrepairable toilet from continuing to drip/run, I scheduled a plumber for 13 May to hopefully solve the problem. No Show! No Phone Call! No explanation! So I rescheduled for 25 May (5) 25 May: I called their customer service for confirmation that a plumber would actually be coming to my home. I was told that I was next on their call list and that the plumber should be at my home in about an hour. No Show! No Phone Call! So I recalled customer service and was told that Reliance had overbooked for the day [contrary to what I had been told only a few hours before] and that a supervisor would call me that day or the next day to discuss. I rescheduled for 27 May. No Phone Call! (6) 27 May = No Show! I contacted customer service and was told that Reliance only had one plumber and Reliance did not know when he would be available. I disputed that explanation, providing the names of 3 Reliance plumbers who had already been to my home this year. I was told my account was red flagged for "some unknown reason." Customer Service told me I could not reschedule. So I called Reliance in Edmonton. (7) 28 May: The Edmonton Service Manager called me saying he would review my file on 30 May and let me know what's happened.

(8) 31 May: The Service Manager called me saying that Reliance has decided to suspend all services to me because of some safety concerns their technicians have reported. My knowing full well that there were/are no safety concerns, I asked him to elaborate. He refused, stating that he had been advised to be very general in his conversation with me, stating he was unsure of what he could legally tell me. I stated that it was very unfair to me to not be given the chance to discuss those concerns that led to Reliance's decision to cancel my Home Comfort Plan. I stated that I may have no choice but to take legal action. He said he would have the General Manager contact me to discuss the situation. (9) 31 May: the General Manager called me. The only additional clarification I could wrangle out of him was that one of the plumbers told him I had made a comment about his [the plumber's] head when he was on my floor working. What comment? Why? No answers! I stated that I may have no choice but to embark on legal action [suspecting possible defamation of my character, and definitely if Reliance refuses to refund the money I have already paid them toward my annual furnace maintenance which I planned to have done in September]. He agreed to talk to all the plumbers to get specific details about their alleged safety concerns, and then get back to me by phone.

(10) 1 Jun: I got a call back from the General Manager who says he talked to the plumbers. They told him that I had made a number of inappropriate comments while they were on site and that is why they are terminating my contract. I asked what those comments were. He refused to tell me. I deny/denied making any inappropriate comments at any time to any of them. I suggested to him that he should carefully watch those employees who have out-and-out lied to him with false allegations because those employees are trouble. He thanked me for telling him that. I told him I wanted a refund for the money I've paid toward an annual furnace inspection in the fall. He said he will have the Service Manager contact me about that. I also told him that I had to stay at home for 3 afternoons waiting for plumbers who never showed up and lost 12 hours at $60/hr because of that, working as a genealogical researcher. I told him I am now looking into filing a complaint with the BBB as well as complaining on other review sites about Reliance, and that if I don't get a refund I will even consider legal action. He said I'm free to do whatever I want.

We paid off the rental for our furnace and air conditioner and Reliance has subsequently taken another rental payment from our credit card and are not crediting it back. No one will respond to our inquiries. We've asked to have a manager call to get satisfaction but no one returns the call.

May 3 2022 - paid $5,333.60

May 6 2022 - credit card debit for rental amount of $163.85

Several calls have been made requesting a credit for the rental amount with no action.

I have Electrical Maintenance service contract with Reliance Comfort. A couple of month ago, I contacted the company for the repair of the electrical outlet under the sink. The company gave me an appointment about a month away. The problem needed repair as soon as possible. Therefore, I contacted a local electrician and paid about $200.00 for the service. I had another issue which was electricity overload of electricity and frequent outage in the basement. Therefore I contacted Reliance but was told the earliest possible date for sending someone to see would be on June 1 which was too late. This is an emergency situation but Reliance said it could not find anybody. I asked to speak to a supervisor and the supervisor offered 3 days from today. However, the issue is urgent one and asked for the earlier date. Finally I was able to get an appointment for later today but later someone from the Reliance called and pushed the appoinment agin to 4 days later. I had to make multiple calls and begg. Reliance is still adamant that it does not have anybody for today. Service delayed is service denied. Genenerally, electrical issues require urgent service. Reliance Home Comfort should offer the electrical maintenance service with monthly subscription fees if it does not have enough electricions to cover for necessary works. This is a deceptive marketing.

Desired Settlement:

Repair

I returned my rental HVAC equipment on March 9,2022 after the end of my contract ( reliance technicians came to pick it up). I took a picture of them, as they didn’t give me any paper to sign to release the equipment.

I was told I would receive the account closure confirmation email within 30 days. I haven’t received anything and after numerous calls with the customer solutions agent, every one was telling me it shouldn’t take more then couple of days. But instead, I am still getting regular invoices to pay for the services I don’t longer have! I spoke with billing and closing agents, they said they are sending the forms somewhere to close my account, but nothing is happening!

Today (May 10) it has been already two months, they had a nerve to call me to pay my overdue bills!

I don’t know what to do, I asked so many times to speak with somebody competent or a manager, but agent refused to do so.

This company is so incompetent, I have no words! I would really appreciate you help. Thank you

Sean O'Brien is the CEO of Reliance Home Comfort, here is part of his bio on LinkedIn.

A results-focused, energetic, personable leader with verified success delivering profitable growth and creating high performing cultures. Exceptional collaborator and communicator in planning and implementing strategic change and for improving operational inefficiencies, customer experience and team engagement. Acknowledged for customer focus, and transform under-performing organizations and teams.

Unfortunately the people who work for him do not share the same mindset. I had a tankless hot water system installed in one of my rental properties Jan. 5 2022. As of March 25 I still do not have any written documentation as to a contract with Reliance, cost, length etc. I have made 5 different phone calls asking, begging for something in writing, as of this writing I have been on hold for 30 minutes waiting for a supervisor.

Customer Service, if that is what you are looking for, you are not going to find it at Reliance. What you will find is a company relying heavily on ignoring customers.

This whole experience has been like buying a watch from some guy out of the trunk of his car in a parking lot somewhere.

My elderly mother had a new furnace and air conditioner installed by Reliance in October 2011. She had signed an rental agreement with Reliance but prior to the first monthly payment due on January 2012 she arranged to buy the equipment outright. She paid the full amount owing prior to the first monthly payment being due. We just found out (March 22, 2022) that there is a $15,700 lien on her home by 2035881 Ontario Inc. (Reliance).

I am aware that many others have had this same issue. Can someone tell me how they resolved this issue and had the lien discharged?

Feb 1st ran out of hot water. We called Reliance and gave them our cell numbers. (Which were not changed)

Feb 3rd Reliance sent geo-thermal out to look at tank. He said tank was no good. Husband asked him about putting a new tank upstairs in the furnace room. He measured in there and told him he needed to drop part of the floor and more furnace vents to make it fit. He told him a 30 gallon would fit in there perfectly as long as that was done.

So sat Feb 5 we went to home depot to get what we needed to do the job. We worked for 6 hours doing this and 200$. Get it all done. We sit down and I call Reliance to tell them the work is all done and they can come put a 30 gallon in. The first lady I gave my number to (our cells) Then I get disconnected. I call again and She tells me"we don't carry 30 gallon tanks. I said I hope you do because we just spent all this money and time. She then told me that he was looking at a tankless for us.. He said they break down a lot, so we never looked at tankless.

The lady I spoke to on Feb 5, we had given her both of our cell numbers because our home phone is disconnected. She set up a much cheaper deal for a tankless $41. and change a month... She also set up a visit and told us she was telling them to bring a 40 gallon and a tankless.

THe visit is all set up. For Feb 8 and no one comes... we call and got"your number is not a valid one. So we called again and Reliance says we can come back out on Feb 14.. my husband lost it.. Spoke to a rep and wanted to speak to a manager. I told the fellow that he needs to call my hubby because I would be in bed. I get to sleep and the manager phones MY phone. Wakes me up. Told hubby that it would be the 14th of feb. A service man called me on Feb 14 and said, I was bringing a tank only with me. He came to look and agreed that the tank should be upstairs. He was going to try to get the work done at no cost or very little cost to us. Went out to his truck and looked at the measurements to see what could be done. He called his manager in Kingston and then came back in to tell us that he was going to have his manager call to set things up.

Today is Feb 28 no one has called concerning this.. SO a month with no hot water. Now I called for them to come get the tank or leave it in the basement (I dont honestly care because it couldnt be fixed to begin with). Your company has dropped the ball and you expect us to pay for it. You kept promising things you can't keep! I do not want to deal with your company any more. We got another tank put in that works.

I get told we can come and get it for 497$.. It is 11 yrs old, does not work.. you are trying to rip us off.. Your company did not keep your end of the bargain to have hot water for our home. This needs to be settled

Just moved into this home and the water tank was 14yrs old and we wanted it replaced with a new one. Service call was scheduled for a months time. Yesterday nobody showed up. I called and they sent installers today. When I went to take a look after they left I found a water tank that looks older than the one they replaced it with, with significant dents all along the bottom and sides of the tank. Are you kidding me!

Tried calling the company several times to complain and get a new one, but just getting the run around- can’t speak to a manager, get put on hold and then hung up on, getting no answers.

I have been calling and talking representative of Reliance, since December 21, 2021. The last billing I received was for November 2021. On each call I was told the matter was resolved and would be getting my billing every month in the future. I was also told I would be getting a copy of my December 2021 billing, still waiting for my December 2021 billing.

I called Reliance in early January 2022 regarding my December 2021 and January 2022 statement and was told that I would get a copy very soon.

I called again on January 27, 2022 and asked to speak to a Supervisor. I spoke to Marian the Supervisor, went through the the same problem I am having, not receiving billing. I was told by Marian that she has sent a request the back office and would get back to me next week. The following week Marian did not call me, hence, I called on January 27, 2022 and spoke to Marian, she told me that she have not heard from the back office and would call me next week, when she never call. I called on February 10, 2022 and asked for Marian and was told Marian was not there, I then asked to speak to

another Supervisor and was transferred to Michael, she gave me the same

story have to check with back office and would call me tomorrow between 3.00pm - 5.00pm. did not received any call from Michael, called at 4.52pm and ask to speak to MICHAEL and was told she is not in today. I asked to speak to another SUPERVISOR and was connected to Reagan, was told by

Reagan still waiting to hear from IT. Asked for the President Office Number, cannot give me the number but would EMAIL president office who would contact me.