Reliance Home Comfort
Reviews and Complaints

We have now had 3 floods from their rental equipment and had to make insurance claims as we needed restoration people to come to our house. We will pay an additional $2100 in insurance fees over the next 7 years and are extremely frustrated. We're told we need a new heater and that it will cost more money. Does anyone know a lawyer who specifies in this type of thing?

Water heater developed major leak. Call to reliance, booked an appointment for a week later. Called back and had the appointment rescheduled for an earlier time. No one shows up after waiting 6 hours. Call to reliance and told they are still coming the guy is late. No one shows up. Call back to reliance, representative is disconnected but never calls back even though she just took my phone number. Call back was told someone at reliance cancelled my appointment but failed to call me. Call is escalated to a supervisor who never calls me back. Next day neither call to reliance. I'm now told they will escalate again and call back. The staff are taught to lie to customers and there is nothing the consumer can do. This is a really bad company. Any company that can constantly lie is not a good company. I still have buckets in my basement and no technician. Even though mr li (owner) is so wealthy, it seems he cannot run a company truthfully and professionally. What a corrupt company

Had a Maintenance call Sat Sept 19, 2020 where an Ignite switch part was replaced. I was told it was fixed. I came home to cold house later that eve. Sun Sept 20, 2020 I had another Maintenance call, where I was told I needed a whole new Control Board & it was Ordered. No other part was stated that was going to be needed? I was told the Part would be here in 1 day. I waited days for its arrival.
When the Control Board finally showed up, I booked another service call. This was on Wed Sept 23, 2020. When he the Technician came to install the Control Board he came upstairs & proceeded to tell me that the Furnace was still broke, & needed another Part, now it needed a Gas Fitting! He said he would put a Rush Order on it so it would come the Next Day? Again, I waited Days! The Part came Sept 25, in the eve. I called immediately & got another service call to have it installed. The same man returned the 3rd time to install the part. He was here for about 20 min, then he came upstairs & told me, I was sent the wrong part! Now, I'm ready to scream! He said he just ordered the right part, & put a rush on it, & I will get it Tomorrow, which would have been Saturday. I still don't have that part!
I am not well. I am bed ridden 5 days & then up on my feet for 4 days, then bedridden again for 5 days. This is my life. I'm not well. On my sick days, I need the heat. I'm only 95 Ibs & I have no immune system. So it doesn't take much for me to get sick! This is Sad, I'm paying for a service I'm not being provided! I also have a tenant I'm suppose to be providing heat for with a min Heat Requirement from Sept 1-June 15 of 21 Degrees Celsius. That's a little hard to do, with no Furnace working.
Please Resolve this issue ASAP,
Yours truly,
Wanda Ostertag

I scheduled an appointment to have our in home generator fixed. We had a recent power outage and we noticed that one of the plugs in our house was not working. I called Reliance to book an appointment. The earliest appointment was two weeks out (Labour Day to be exact) between 1 pm and 5 pm. About 2 pm on Labour I received a call stating they were not available and would not be coming. So the appointment was rescheduled for the following day (today). I received a phone call at 4 pm telling me that they were once again not available and would not be coming. They asked if they could reschedule and the next earliest appointment would be the end of September, first week of October. This generator was installed in March of 2020 and has only run once for a power outage. The person I was speaking with said he would have a manager call me but I have has other issues with Reliance and have never had a call back even though customer service said someone would call. Any help you can give to resolve this issue will be appreciated as at this moment I do not believe they will come to fix the generator

I have AC protection plan from Reliance for quite a while now. My stopped working on Sunday 16th August and technician visited on Monday Aug 17th. He diagnosed that Coil is leak and we need to order a new one which should come in one day. After leaving my house he called and said the part is short and will come in a few days. I called Reliance on Tuesday and the lady said it should come on Wednesday. I called on Wednesday and another lady said Friday. Today is Saturday and I haven't received the part yet... I have had a dozen conversation with a new excuse everytime. I wonder when they will fix my AC and what is the use of being a protection plan customer if this is there customer service quality.

Muhammad

We just found out we had a lien on our house for 7500. What the hell reliance? This was never properly explained to us nor dis we even know until now. You have some explaining to do. If we lose our property because of this there will be a lawsuit on your hands! You should have better salespeople explain this. We have never missed a payment. Its suppose to be a rental!

August 18, 2020

To Customer Resolution:

Re: Complaint and request for compensation for damage good

Dear Customer Resolution Representative:

I wish to file a complaint about the service and plumbing received from Reliance Home Comfort as a result of a water leak with my water tank rental. Since July 12, 2020, to August 10, 2020, 7 different technicians have come to my home all in an attempt to resolve water heater repair issue.

I'm complaining because I have called Reliance several times and it took 7 technicians to resolve the water leak issue in my basement. Although 7 technicians that came to my home caused many inconveniences for my family; I believe that a technician named Frank that came to our house on July 30, 2020, between 6 pm to 8 pm plumbing services (Service ID #2467831) further created additional emergency water damage to my basement and household items. The inexperience professional service received from this technician has now caused significant water damage and many of my household items cannot be used including carpet, bed, bedding sets, pillows, mattress, home decors items TV, blankets, kid's games, stereo, clothes and other itemized stuff. As a result of the water damage, we are noticing mould on the walls and painting repairs which requires immediate attention. I have called numerous times to speak to a customer resolution representative but to date, I have not received any callback.

As a result of the many inconveniences experienced and the water damage to my household items, I'm asking for your company to reimburse me for the following:
1) Fees billed on Reliance account for the repair pricing in the amount of $222.61 on July 30 and the additional charge of $56.50 to fix continues to leak on August 10 to due to the inexperience plumbing work done by your technician on July 30, 2020

2) To be compensated for my household items destroyed (estimated at $3, 500).
I would like a written statement explaining your company's position and what you will do about my complaint and my request for compensation.

Below is a narrative of what happened since my husband and I first contacted your company. I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 5 days, I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I am enclosing copies of my receipt for work done and video of the water damage. I may be contacted at the above address, email and phone number.
Yours Sincerely,

Kojo Antwi and Ruth Antwiwaa

Incident report;
JULY, 2020
- July 12:
Placed an outbound call to Reliance to report a water leak
Result;
- Technician came to fix the water tank due to a water leak
- He mentioned that the tank was loose and he has tighten the tank

- JULY 30:
Noticed another water leak from the tank room. I called Reliance to request a technician to evaluate the water leaking
Result;
- In his assessment, he advised this was a pluming issue with the pipeline and could not fix it
- He called a plumber to further assess it. Frank (Plumber) mentioned that the issue was a leak at the piping bend joint which is after the mixing value. In order to fix the issue, we were asked to pay $222.61 including taxes (a lump sum amount to be included on a future bill) to fix the issue
- Upon payment agreement, the technician who was assigned to fix the issues with the piping line failed; approximately five minutes after he left, my husband heard a loud pop sound in the house and witnessed gashes of water coming from the tank pipeline area in the basement. This was captured on video, please see the attached.
- Due to the water damage, we had to shut down all the water pipelines in the house to avoid further damage to the basement including stereo, the basement bed, bedding, clothing and carpet area.
- We called Reliance Customer line and was informed that a technician plumber will be coming to our house to see us on July 30, 2020 from 7 pm -11pm.
- After staying up to wait for the plumber, I called again 10: 39 pm and was informed that the appointment was cancelled. During the call on July 30, 2020 at 11pm, I was informed that it was too late for a plumber to come to our house and the appointment was reschedule from 7am to 11am on July 31, 2020.
- As a result of the plumber rescheduled appointment; we had to hold off in cooking, taking care of personal hygiene needs and do additional things around the house requiring water use for two days. We to purchase water address immediate water needs around the house.
- I requested to speak to a customer service resolution
JULY 31, 2020
- Result:
- On July 31, an experienced technician named Mark (team member 110764) came and fixed the access pine line issue to the tank
- After turning on the water, we noticed that the hot water was not working

AUGUST, 2020
August 1, 2020
My husband called Reliance again on August 1, and another technician came to our house to fix the issue.
Result:
- The hot water tank is now working however the water issue still seems to persist.

On August 9,
- I noticed water on my basement floor. I noticed that the water seem becoming from the beneath the water tank.
- I called Reliance and asked for a senior technician to assess the issue and possibly replace the tank
- I was informed that a technician will come to our house on August 10 between 10 am to 4pm.
- During the call, I also requested to speak to a Customer Resolution representative was informed that I should call back on Monday from 9am to 5pm.
August 18, 2020
- I'm now summiting this compliant letter to seek resolution to the issues raised

I

August 2020

We woke up one day in the winter last year and our water heater that existed with the home we purchased had failed. We have 3 small children and have no option but to call someone to help with replacement as it was -20 outside and we have a exchange furnace that uses hot water to heat the home. Reliance was the only option for immediate need. Upon contacting them, sales rep came and sold us a new tankless water heater. He advised that he would give us a "discount". Monthly payments were arranged and he had me sign his computer for agreement. The document was then emailed to me after signing. At no time did he disclose the term, details or options for the contract or advise to anything with regards to terms and conditions. It was a simple, here's the product, here is the cost, sign this and give me your credit card number.
The terms in this agreement are abysmal. 84 month term (not rent to own). After term of agreement, your only options are to buy out, continue indefinitely with the monthly payment, or give 30 day notice and have them remove the items. This leaves you with nothing after paying for the rental for 8 years. Be careful of what you sign. You could end up having to pay $20, 000+ just to be left with nothing afterwards. We also have an air conditioner with the same terms that we were pushed into at the same time...

I am requesting to allow us to buy out of the contract at the arranged payment as per the terms of contract, then own the equipment. Or I am asking for a lowered payment monthly to $100.00 for both our air conditioner and water heater.

refinanced my home at the beginning of July. Upon completing the documents with my lawyer, it was discovered that there was a lien placed on my home.

After investigation it was determined that this was an outstanding unpaid load from UEI Financial from 2010 for Windows and doors products. I was provided with a payout statement that indicated the initial outstanding amount due was $7, 026.52 as of 11/08/2010 and that interest in the amount of $16, 295.37 (calculated at 24%) was applied for a total of $23, 321.81.

Needless to say, I was taken aback and appalled. I contact UEI financial in an attempt to get more information and resolve the matter so as not to delay the closing procedures on my home. I was met with an account's receivable agent by the name of Lindsay that advised she would attempt to discuss with her manager. I was subsequently advised that they were willing to reduce the percentage of the 10 years worth of interest to 19% and that the new interest amount would be $15480.60 for a total of $22, 507.12 combined with the initial principal.

Needless to say, I was not pleased, stressed, and felt all the points I brought forward were unheard.

The reason I have significant concerns is that at no time in the past 8-10 years has our residence been contacted about the outstanding debt and there was no notification as required by law, that a lien would be placed on the home.

In speaking with my 82-year mother, who was co-owner on the home at the time, I understand the scenario whereby this windows and doors debts originated and went unpaid. However, given the fact we were not contacted or made apprised we were not given the opportunity to address.

I once again contacted UEI financial to address and was provided with Lindsay's supervisor who indicated that she acknowledges the file was old, that the fine was transferred to A1 collection agency in 2010 and she doesn't know what happened after that or why there was no follow up. Being frustrated and the closing of my current property and new property being on the line, I attempted to settle for an amount once again. The lowest settlement I was able to get them to agree to was $20, 000. Despite all the points I provided as to why this was unfair. I even was told that their organization sends out outstanding payment letters and notices every Friday, they confirmed none were sent to this address and had no explanation as to why.

The payout statement was forwarded to my lawyer's office and they attempted to contact UEI financial once again to discuss and negotiate further given the circumstances and no evidence of contact or attempting to collect for many years. It has taken over 2 weeks for my lawyers' office to get to speak to someone. On July 29, 2020, my lawyer called to advise me of the outcome of her attempts to have the settlement amount reduced. Their final response was they were unwilling to negotiate further since I had agreed to pay $20, 000 the two-weeks prior. During that attempt to settle where I was on the phone attempting to negotiate for HOURS they refused to budge and I had a lot at stake, so to reference that as their reason they are unwilling to negotiate is further view into the lack of authenticity and ethics of this financial institution. My lawyer has mailed the settlement amount to UE and indicated that I am paying under protest and reserve my right to pursue legal action against them.

I called UEI Financial to find out what their formal complaint/resolution process is this morning (July 29, 2020) at 11am and was advised by Kim that "they really don't have one", She was polite and I explained to her what my issue was and that I was attempting to go through the formal channels before moving forward with the responsible regulatory bodies. I was placed on hold for some time and advised that someone by the name of Amelie Cote would be contacting me. I await this call.

At 11:30am I contacted A1 Collections, as they were referenced in my initial conversation with the supervisor who indicated that in 2010 the file was sent to them to collect and that she is unaware what took place afterwards (this call was recorded by A1 Collections Recovery as per the initial advisory).

The representative that took my call was able to locate the file and indicated that they had the file in 2010, they made attempts to call a number that had been provided from UEI financial [protected] and were unsuccessful. This is not our home number. The file was then recalled by UEI financial on January 12, 2011 for further follow up and no longer in collections. No contact was received since then. I only became aware of this once again July 3, 2020 when refinancing my home.

It is evident that there were missteps on the financial institutions part and I, as a consumer am the only one that is suffering. At no point and time were we contacted to be advised a lien was placed on our home, as this would have given us the opportunity to address and rebuttal. This is mandated by the Personal Property Security Act.

Our water heater boiler rental was transferred to Reliance Home Comfort for about 4 years, since that time, the equipment broke down more than 5 times when the equipment is still quite new. Finally in Feb 2020, one of the host connecting to equipment was completed broken, leading to a flood in the basement. We were informed that the equipment is beyond repairing and was quoted for a new model that only cost us more than double of the old equipment. We said "no" and got a better equipment from Enercare for half of what we were quoted.

Because of claimed "COVID", Reliance continue billing us for extra 3 months, after the equipment was removed. I called many time in Feb 2020 to March 2020, and was told that their system is down, there is another department job, there is no record of cancellation and there was no record of equipment returned and therefore they will be cancel the billing... I paid three months over-billing as I do not wish to mess up my credit score. (the new supplier also promised to reimburse us for the overpayment as well)

Finally, in mid-June, they stopped the billing, gave me a 40 days credit, but account remain open. I called again and asked them to close, terminated the contract and refund the overpayment.

However, I was informed that they finally confirmed the equipment was returned but I have some protection plan remain open. I told them that the equipment was a rental equipment, why would we have a protection plan on an equipment that we don't own? Than I was told this is another department's job again...

In short, it been over 3 months, more than 10 phone calls and nothing is finalized.

Don't get equipment from them...it will only make you angry when you try to get out ..

Had new boiler and central air installed feb 2020. Boiler lasted 2 days no heat or hot water for 10 days (4 techs at my house trying to fix.Could not start new air system, again 4 techs at my house could not fix, then told me it because to cold outside to start. Phoned may 25th, sent someone from heatmaster company (no idea). Sent another company guy found install was wrongly connected and fried circuit board, transformer, and blower fan, waited 3 weeks for parts, it ran 3 days before flooding my house (unit is in attic). Someone was to come today no one has shown up, I called again told me call back later. This brand new unit was installed 5 months ago and only ran two days. Between the boiler not working and now the air this has been a nightmare, I wish I never made the decision to change. I have also contacted the consumer protection agency to see if I can have all this equipment removed as reliance has not fulfilled their part of the contract.

I requested an email address to file a written complaint regarding an ongoing problem with reliance, the employee at reliance (customer service dept.) provided me with [protected]@reliancehomecomfort.com, after sending email, it was returned saying they do not accept emails?

Whom it may concern, I am writing this letter after several attempts of complaining about my rental water heater with no result. I woke up this morning to no hot water, and the laundry room flooded with water, even more terrifying was the hissing sound that smelled like gas coming from the water heater. I immediately went upstairs and called [protected] and spoke with josh, who told me no one was around to call back monday! Are you kidding me! I then proceeded to look for emergency numbers on my bill, and called [protected] and spoke with a female danny (reference # [protected]-1). She went on to say no one could come out till tues june 23/2020. Even after telling her of the smell of gas! She had the time to tell me that there would be a charge for this service, even though I have protection coverage with this company that I pay for monthly. After having to yell at her about the smell of gas she finally put me through to someone that seemed to be concerned! Less than half an hour later I had ken (lkt210) come over to my house to assess the situation. He was very professional! Managed to calm me down instead of escalate the problem! He could not turn off the water heater valve, (as I could not either) as it was stuck, probably because it is so old, so we in turn, turned off the water supply to the entire house and unplugged the water heater. I expressed my concern to him about the issues I have been having with my rental water heater, and have been having consistently for the last 3 years. Reliance has been charging me a rental fee for 11 years plus! My basement floor is rusted out and after complaining several times to them about not having enough hot water, and requesting a newer water heater, to no end they failed me. Approximately 1 month ago, I called reliance and complained for the last time, I was so fed up, after telling them I have paid for this water heater 3x over in 12 years! Think about it: $17.94/month for twelve years! I thought about replacing my water heater myself. What am I renting for! Something that is rented should be replaced if it is not working properly and rusting out at the bottom, and rusting my floor. I never heard another word from reliance, and yet when I pulled up my bill this morning, (please see below) it says that dispute number [protected] has been resolved? First of all, do you not think I should have been contacted about this resolution? Furthermore, what is the resolution? I now have no water in my house until at least tuesday! (and I was informed I have to pay $99 on the rented equipment) minimum for them to check the situation out on tues? Really, how has it been resolved? I am demanding a phone call from someone who actually gives a sh — ! [protected]. After writing this email, I will now be looking to purchase a new water heater! And only have to pay for it once! I want answers from someone that is not going to pass the buck anymore!

Reliance keeps sending me invoices even I am signed in to pay through enbridge, every month receive an invoice from them with late fees, ihave total they promiise to fix hit and next month I receive the invoice again. I am tired of this, I don't know what to do and what are my rights? This is the worst company I ever deal with -

A technician came to fix the ac on 05/23. He advised that the ac needed a replacement part and that the part would arrive on monday for installation. I then called back on sunday to confirm and was told that I would get priority once the parts arrived. The parts did not arrive on monday as promised. However we just received them (wed 05/27). I called customer service as was told to when the parts arrived. I was on hold for over a hour before I got a hold of a rep who told me that the earliest appointment would be sunday. I stressed that I was promised a priority appointment. A request to speak with a manager was denied. They reneged on this promise and am now being told a tech wont arrive until sun. I am a very upset customer because I now have to wait a whole week in a "hot house", with a new air conditioner outside.

Such a shame for the kind of business to exist. We got sold on a monthly furnace protection plan when our furnace broke down being promised that the onsite diagnostic fee will be covered regardless of whether we choose to go with the suggested repair and quote. Called in multiple times, got guaranteed that the plan is cancelled and there would not be a charge. Come the next billing cycle, we saw a charge - what a surprise - that's comprised of the diagnostic fee. When I called, the rep was adamant that they did nothing wrong and the fee was a legitimate charge. None of it was legitimate when you coerced us into signing up for something so that you get a sale based on false information and promised. Also, the team where you can dispute charges is only working Mon-Fri 9 to 5 and no one can offer you a call back... Way to charge customers without consent and make it so hard for us to get our hard-earned money back. Shame on you for treating consumers like trash! Do not recommend! We demand a full refund.

premises # 5959338
FEB 3RD

Let me tell you of our EXPERIENCE with Reliance!

First your guy shows up by himself and is expected to move the new water tank himself down stairs? If my husband and his friend were not there, that would not of been possible. They had to help him bring everything in.
SECOND: Installer ran the hose OVER the duck work and down and round the furnace, If he had just ran the hose directly into the drain along the floor, where there was plenty of room to do this, none of this would of happened, as it was the pressure of the water have to run up the hose and then down again that cased the hose to pop out of the drain. Your employee did not even notice the hose popped out until my husband and he friend ran in and started yelling to shut everything off but by then it was too late and the water flooded our basement.
Gallons of rusty smelly water, all over our floors and rugs…see attached pictures. PLUS WE HAD TO START THE CLEAN UP WITH SHOP VAC, HE DIDN'T ASSIT!

We now have to move all the furniture out, as we have to rip up the rug in the one furnace room, and rip up the wood laminate floors in the other room right away, as we do not want MOULD to start, and the LAMINATE FLOORS, are starting to swell and buckle, plus the smell is disgusting!
We had to buy bleach, to clean the floors to prevent mold.
My husband who has a heart condition, had to clean up and rip everything out himself! We just put the laminate wood floors in last year, ALL THAT HARD WORK RUINED DUE TO ONE DELIVERY BY RELIANCE HOME COMFORT!

We sent in our bills, and quotes and didn't even put in the labour and your representative has come back with 809.50, and that doesn't even cover the flooring?
All this total nightmare, because we needed a new replacement tank and Reliance doesn't have the decency to give us the monies owed to us ?
honestly it comes to 1089.13, and you cant even meet that amount!

I'd requested to close my maintenance account with this company as their service has gone downhill over the past 2 years. I was first told my account was closed by someone in their billing department. I was later told I need to call another number to close it, so I did. She confirmed my account was canceled and mentioned no fees, apart from my remaining bill, which I had paid with the other department. 2 weeks later I get another bill from them for an entire year's worth of services from them to September 2020.

Dear Sir,
I am sending this message to you for your perusal and action. A couple of years ago a company approached us regarding the above noted. They wrongfully held out the threat of hard water in our area. Having come from Cambridge, On. where the water is really hard and a softener and water filtration system were extremely helpful. I had already considered the option here in Ottawa but had not pursued it. At the time of their visit, although I did not know it at the time. I was experiencing medical and related mental health issues.
We were told at the time it would cost us a total of $80.00 monthly. My wife was dead set against it, I am embarrassed to say but in my mental state, I did not listen to my wife, did not want to wait, research and have to reconnect later. So I accepted. It has very quietly jumped in price by 50%. This was disconcerting. Fast forward to post surgery and psychological assistance. I began looking into the hardness of the water in our area. Which is to say non existent as the water in our area is from the Ottawa river, not ground fed. Realizing at this point I'd been had. I phoned your company to try and buy out the 10 year contract. The price was astronomical/unrealistic. I know your company did not sell this equipment but you now hold the contract. I do not want this useless piece of equipment in my home. I would like this resolved. I dislike intensely paying money for equipment that is virtually doing nothing.

Mike Bissonnette
Add: 344 Brigitta St.
Ottawa, On. K2S 0H9
tel: [protected]

Mon-Dec-23-2019 no hot water not even 5 minutes. We tell Paula hot water runs out our son is still is covered in soap and cant rinse off . Paula tells us i dont understand why you are so upset. We asked her to talk to a supervisor. She is a supervisor. Nothing we can do there will be service tomorrow. We had to heat up water on an electric stove so our 9 year old son can finish the shower. I never had such a bad experience. No 24h service. What kind of supervisor is she. She cant provide service and doesnt want to listen to the complaint. Paula needs retraining there is no customer is first. When she talked to us she could not care less what was happening. Paula is very rude. I was soo upset i don't recommend Reliance Home Comfort to anyone.