Reliance Home Comfort
Reviews and Complaints

had a 10-year rental contract with Reliance Home Comfort for a water heater at $19.99/month. I completed the full term, yet they kept billing me beyond that, and even increased the monthly charge without proper notice or consent.

Their contract makes it unclear that you must cancel manually or be charged forever — and they still don’t explain that clearly. It’s incredibly misleading.

I called them to resolve the issue, but the experience was terrible. I was on the phone for hours, constantly transferred from one agent to another, and had to repeat my story over and over. No one took proper ownership of the issue, and I was left feeling frustrated, stressed, and unheard.

At one point, I was so stressed I felt actual chest pain from the repeated calls and lack of support. No customer should have to feel this way just to stop being charged after a contract is finished.

I would strongly advise others to stay away from Reliance. Their billing practices, customer service, and contract structure are deeply flawed. After 10 years of paying, I don’t even own the water heater.

There are better options. Avoid this company if you value transparency and your peace of mind.

As a homeowner looking for reliable HVAC and plumbing services, choosing the right company can be a daunting task. After delving into the reviews of Reliance The Furnace Company, it's evident that they stand out as a trusted choice for all your home comfort needs. Customers like Emily H and Jimmy L praised the prompt and professional service they received, highlighting the expertise of technicians like Asad and Dustin. Reviews from Susan B and Joanne D showcase the dedication of the team in ensuring customer satisfaction. The positive experiences shared by customers like Wayne W and Cathy Z emphasize the exceptional customer service provided by Reliance. With skilled technicians like Marcel and Atheer Al-Zubaidi, customers can expect thorough diagnostics and efficient solutions. Reliance's commitment to customer care is further exemplified through reviews from satisfied customers like Sharon W and Max C. Their dedication to quality service, professionalism, and attention to detail make Reliance The Furnace Company a top choice for homeowners seeking reliable home comfort solutions.

BE WARNED! I don’t usually take the time to write reviews, but I feel compelled to share a warning for anyone considering hiring Reliance Home Comfort. After being sold on a compelling rental contract for both furnace and AC from Andrei at Reliance, I decided to proceed only to be told that the equipment I was sold was no longer available, and that I would have to pay a higher monthly rate to upgrade to the only available equipment. At that time I was assured that this equipment was available for installation at an agreed upon date, and that it would be installed by bonded Reliance installers. On the day of installation, a group of sub-contractors arrived at my house, and removed my old furnace before advising me that they did not have an AC unit to install and did not know when one would be available. They then left my furnace partially installed, with metal shards throughout my family room carpet, dirt all over my hardwood floor and cigarette butts on my yard and driveway. I immediately called Andrei back, who redirected me to an installation manager (Adam) who assured me I would hear back from him in 1-2 days. He never called me again. I escalated to the regional sales manager (Nitin) after 5 days, who called me back and provided little explanation, but tried to get me to agree to a much lower quality AC unit at the same price. Upon refusing the inferior product, I was eventually scheduled for installation another week later, only to get a text 2 hours before arrival again indicating the product was not available. I also reached out to the national VP of Sales (Al), who also couldn’t find the time to reply to me. After another week I was finally advised that the AC unit was available. When the team arrived it was with a completely different AC unit, which out of frustration I agreed to accept. The installation was a hack job. here are exposure electrical connections, disconnected water hoses from the humidifier, along with duct work that isn’t even connected. Furthermore, after no response to my complaints, monthly pre-authorized payments comments, to which I had not agreed because a fixed up-front price had been arranged. I’ve now had to block payments with my bank and have been waiting for 3 weeks to hear back from the sales manager to rectify the situation. I can’t explain how awful this experience has been… from start to finish. Bait and switch, blatant dishonesty and terrible workmanship.

Thursday, 12 June, 2025. Duration of all calls 41 minutes.

I needed to know my account #, the quarterly billing amount and the next billing cycle, to forward to my lawyer so she could forward the information to the lawyer of the new buyers of my home.

Started calling 1-888-664-9867 at 10.14 am, Toronto time. Each of the first 2 calls lasted 8.14 min. and 5.14 minutes. First spoke to Adam after gathering all the info from me, he said he would transfer my call, to the billing department. The billing department, promptly hung up. For all I know, Adam could have just transferred the call to the desk besides him. I spoke to Michael next. Told him what had just transpired. He gathered all the information again, told me that instead of transferring me to the billing department, he would give me the number of the billing department which was 647-735-5620. When I called this number it belonged to a plumbing company. Third person, I called was Harry. After introducing myself, I told him what had just transpired. He gathered all the information again he responded that he would transfer me to the billing department. At that point I stopped him and asked him where the call center was located. His response was Canada. My voice went up an octave higher and I said what ever names their were using, were not obviously real and that by the accent and the background voices and noise, I guessed it was in India. I told him that he either give me the information I needed or forwarded me to his boss. He transferred me to Joy, who admitted that her center was 'offshore'. She was very polite, understood the issue and provided me with the information I was seeking. My final request was, 'how do I lodge a complaint?' It took at least 7 minutes for her to come back with 'my supervisor is looking into it'. Another 4 minutes at least to tell me a supervisor would speak to me but she couldn't say who the supervisor was because there are quiet a few of them. She transferred me to a supervisor who didn't utter a word. A minute or two later an automated voice informed me that 'you were kicked out of the conference call'. Duration of call 27.17 minutes

My old air conditioner broke down (2023). I called reliance to repair it since I was paying for repair insurance for years. Reliance repair man said air conditioner so old it couldn't be repaired. He said I should call reliance and get a refund for the insurance that they shouldn't have charged me (over $700.00). Reliance refused refund my money, but would apply it to future bills (they only agreed to that after several phone calls). I didn't want that I wanted MY money but they refused. Sold my house with a closing Nov. 29, 2024. At that time Reliance still owed my over $454.00. I notified them in the 3rd week in Nov. and gave them the names of the new owner (as per their request). It is now June 9th, 2025 and I have tried several times to get My money back and all I get is a different story every time I call. Now they say I'll get the money in 4-6 weeks because of the mail. I received mail through Canada Post in less than 5 business days from another company. Another run around! I'm 76 on a fixed pension income and I have had unexpected expenses this month. I have had to go to a food bank because Reliance won't give me MY money. What and where can I go to resolve this?

Hi
Sold our house and moving to a new house. Called Reliance and told them that the buyer of our house is taking on the rental for the Hot Water System.
We want the Soft Water System to go to the new house, we're told it's not transferable and we have to buy it out for $2800 plus tax.
It's a rental, why should I pay for it, seeing we want it at the new house!

My rental on-demand water heater ruptured on Nov 30 on 2024. I called for service from a company listed on a tag on the water heating device. The firm responded, indicating the device was listed as under warranty and they would attend to it. They made an initial visit and assessed the issue, indicating a repair was needed that required ordering a part, which arrived and was installed in mid December.

March 11th, i was contacted by the service company asking for information on my device and after a brief discussion it was realized that my device had been owned by a company that had been bought by Reliance Home Comfort. the service company reached out to Reliance but were told that only the homeowner should do so. I contacted them and after taking information from me, Reliance responded that i should have called them directly and not the company listed on the service tag and as per their policy they would not cover this warranty service charge.

To add insult to injury, as a 'goodwill gesture', Reliance offered a $50 credit to offset this expense. What, if any, recourse do I have?.

Ive been renting water heater rental since 2001 , the tank was once changed by Reliance in 2009 i have the same tank to date . My contract was being billed by enbridge gas . Now enbridge gas terminated their contract to bill customers for the water heater rental . Reliance is now demanding payments for the rental . When i questioned the reliance employee who calls me every day i asked her when does my contract end ? she said in May 2024 strangely when i called in 2022 to find out they said the same thing in may of 2022 , Then when i said i want to cancel she said i can buy out my tank . I said i dont want your 2009 tank you can come get it . I was told the contract never expires . So i told them send me a copy of my contract with my signature on this contract then we can talk . I feel sorry for our seniors who are probably taken advantage of . I am ready to take this to small claims court . Thank you Enbridge for not assisting reliance any more with scamming people .

I was was told by Reliance customer service on July 2022, if I wanted to buy it out the Tankless water heater it would be $1,600.31. Plus, it would depreciate at 6.527% annually. I decided to buy it out in December 2023 thinking it would be roughly $1,495.86. When I called for the buyout i was told it would be $1,719.00. How is that the tankless water heater increase in value? Not sure what business practices they follow. I was on the phone for 6 hours with customer service and it was very difficult to get them for me to buy it out. They are a scammers. I ended buying it out and asking for a receipt. They will charge $10.00 proof of payment. I said thanks for wasting my time and hung up. Try to get out of any contracts you with them. They will suck you dry!

I have been paying my bill for a hot water tank rental of $54 every quarter. In November 2023 a lady from Reliance Home comfort called and was offering a protection service for plumbing, Electrical and furnace which i signed up for and later on cancelled for the electrical.

I received an automated call from Reliance yesterday the 17th of January. It said i had an outstanding balance. When i called the customer services asking how much the outstanding balance was? She told me i owed $600, i asked her how is that possible when i am paying my quarterly bill every quarter? She could not give a breakdown and Today the 18th of January i received an e-mail with a bill of $700.

I tried to cancel service for the electric maintenance and I have been getting the run around. I asked to speak to a manager and they would not let me speak to anyone else except the customer service person. I refused to leave the call that is when they said a manager would call me back. I didn't see the terms and conditions and another lady, a manager was going to call me back about it. Instead I got a bill for $700 today. They said that because I agreed on the phone the contract stands. I didn't understand all that from the phone call. By the time I spoke to someone, they said I was already bound by the contract.

I always have billing problems, and so many problems, I just want to be done with reliance.

 I really think they rip people off and i do not wan anything to do with Reliance. I want to cancel all the services with them.

On Sept 27th (I believe this was the date), I called Reliance to inform them we would be moving in 2 weeks and to close the about the former residence and to take over the account at the new residence. The representative spoke about the protection plan. I specifically told her we are not interested and all I want to do is close one account and open the other on the specified date. And that I never purchase anything without written information and the opportunity to discuss it with my husband. I was having difficulty understanding the representative. I’m my opinion she was not speaking clearly and I had to keep asking her to repeat. She persisted and said I would get 2 months free, they would send me a welcome letter at my new residence that would arrive the week I move in and from that date I would have 10 days to decide and cancel if I wish to. I never received a welcome package from them.

Today I received a bill which states my first free month. I called to let them know we are not interested in the plan , we received no information on it and I made it clear in the initial phone call that we were not interested. I was told the information package would have been sent through email and that they have none on file. I responded that if that is the case the representative must not have asked me for it or I would have given it or she failed to enter it in. I was told after the receipt of that info package via email, I would have had to cancel within the 10 days from the email . And now I am locked in to the term protection plan and have to pay the 64.99 for the remainder of the 10 months in the term. We did not enroll or sign anything, all I agreed to was to accept the information so that I can make a decision.

Enbridge served with me with safety violations on Friday nov 10 on reliance's work installing my furnace. this is just one thing on the long list of complaint

I have with this company but this is by far the worst.

Improperly capped venting that can leak carbon dioxide into my home.

apparently CO2 is a joke to this company.

the company I used to fix their incompetence stated "if our guys did this they'd be fired."

Using reliance is a safety hazard to yourself.

So far the experience has been ongoing and horrible. I was sold a tankless system for a new home we purchased that had a owned electric tank. I was promised performance, affordability, no hidden fees, no charges for installation, a 6mths no payment plan plus a $200 visa gift card and a cheaper negotiated rate, for which I have all the text messages and proof of conversations with the agent. Today, the unit is starving for gas, my hot water is like warm at best. I called and they sent a tech who said he is not allowed to repair the installation that is causing the prob with the water heater. It was not installed to code by the reliance home comfort installation team! Then a week later they hit me with a $845 installation bill. I have called them 3 times now and keep getting told someone will call me to follow up and provide a resolution. They can keep sending their bills I'm not entertaining this. Furthermore I am weary of the unit always going down to check since its not installed to code. I worry that something might happen and have notified my residential insurance company as well. This has been one of the worst experiences in a very long time. Oh and to add insult to injury I have called, texted and emailed the associate... Completely ghosted! Buyer beware!

so much for breathing easy with Reliant home comfort. I had one of your reliant Advisors. Jonathan Cartmill from Kingston come to my home to get quote on new furnace and heat pumps and set up appointment for green homes assessment for maximum rebate in Ontario. signed the agreement after he went through a few tries on his computer that were not the financing 0 % interest rate on purchase or rental he said they were, the furnace was installed the next day, the heat pump has been sitting in a box in the basement and the humidifier is not hooked into the water supply yet for a week. I contacted Joan a few times to find out about thew the assessment was to take place. he finally called back this morning and said he forgot to send request to have the home evaluation appointment setup before pump was installed. On the 3rd of Nov after the furnace was installed I emailed Jonathan that I needed a hard copy of my signed agreement contract with a payment scheduled still haven't received. have texted him on when the energy assessment was to take place and he said he forgot to send it. not happy with his service and wondering how many transactions were applied to my PC master card through the multiple attempts to set up different payment options and rentals agreements that were not the 0 % interst terms he said they were. Nat a happy costomer Girolamo Gucciard 32 Napier st Napanee ont. [protected].

I was never told or have anything in writing from Reliance that they would put a lien on my house for renting the furnace & air conditioner more than 7 years ago and we where told it was rent to own from the sales representative, which it isn't.

Recently we where updating our wills and our lawyer told us about the lien, it is for $12,000. I called Reliance and asked them why we where never told about this and she said basically every company does it, that was her answer and when I asked to speak to someone higher than her she said there isn't anyone I could speak to.

Very frustrated

Have been lied to played for a fool ignored and verbally abused by the agents in the billing and customer service departments of reliance hot wate.

Since July I've been requesting calling emailing chatting with the agents at the billing and customer service depts regarding a dollar amount thst is mine from 2 decades of overpayments on a rental of a hot water tank at my previous addrsss.

I have been lied to yelled at. Hung up on and been given a round around for a cheque that was requested and supposedly sent to ne many times.

I have never received my money or any real explanation what the hold up is

I just want my money.. I have never made them wait ir give them a run around when it was time to oay my monthly bill payments. They are rude lies and umcorteous to their customers I'm not surprised that the reviews and customer comments ate the way they are negative terrible unprofessional.

Avoid at all costs. I inherited a rental water heater in my new home. They gave me a quote on purchasing it completely in September 2023 (makes little sense to rent) which I agreed to. They then charged me $500 above the quoted price. I have reached out by email & multiple times by phone, with nothing done about it. They are a scam. Strongly consider an alternative.

I have a Goodman furnace model gmvc960603bna and we have been dealing with issues from day one flaming out etc. I had a tec look at the furnace yesterday 09-10-2023 the igniter was cleaned put back in and blew out a line and he said that we are good to go well the thermostat is showing flame out again this scares me something is wrong and I do not like paying for something that is broken I would like it to be fixed or replace it with a new one.

Paul Whitall

[protected]@hotmail.com

[protected]

At the end of August this year I had a flood in my basement and my 7 year old water tank (rented from Reliance) was not working. Tech was called and made no attempt to fix the tank, just said it was ruined. We called a salesman from Reliance because we wanted an upgrade. We upgraded to a tankless system and were told that we would probably not be charged for the old tank because it was so old and we were upgrading. We hear nothing for a month and then get a bill for $1363.00 from Reliance for the 7 year old damaged tank. I called the customer resolution department and not only were they not willing to do anything about the bill, they wouldn't even allow me to speak to their manager. Horrible customer service and a huge scam to try to charge customers full price for a 7 year old water tank. That price would be fair if the tank was band new, not 7 years old. They told me to go through insurance, but my deductible is $2500! There would be no point.

On Friday, September 1, 2023, I noticed my air conditioning unit was not working. On Saturday, September 2, I contacted the Reliance after hours phone number (it is for the retirement residence in which I live) I was told that there was no coverage for air conditioning, only furnace repair. I contacted the on-call service for this residence. The gentleman assured me that air conditioning was included. He reviewed my problem, and realized it was something he could not fix. He, in turn, contacted his supervisor, who contacted Reliance. On Sunday, September 3, a Reliance serviceman arrived at 6 pm to assess my situation. I was told it was a major repair the TXY (TXV)? needed to be replaced. WO 797318. He left at 7:30 pm. In the meantime, my home has been no less than 85 F. I contacted the Oshawa office today, Tuesday, September 5 and have an appt. between 1 and 5 pm tomorrow. Prior to me contacting Reliance today - I have not heard from them since Sunday. I am an elderly lady who has been living in unbearable heat for the past 4 days. Needless to say, I am not pleased with the service I haven't received!

I am disputing this bill, the technician did changes that was not necessary. I made several complaints about this bill and I was waiting for someone to call me so we can discuss my experience. I waited 2 weeks for the appointment and when the technician came he refused to replace the faulty breaks, he said I need to discuss this with someone, prior to replacing the breaks, then he states we need to call Epcor to check the meter and the electrical box, I made an appointment with Epcor and they came, they changed the meter and checked the power they found nothing wrong, they spoke with the technician by phone and advise that perhaps it is the main breaker, the technician decide to change the main breaker, I had to call Epcor again make an appointment for them to come, and book the inspector etc, which took another week and then I lost an entire day of work, because the technician did not inform me of the process, i.e I could be without electrical power an entire day. Mean while my electricity still was cutting out on a daily basis few times a day, it was tripping. Changing the main breaker did not resolve the problem, it continue to trip, I Called the office to send someone else to change the faulty breakers, they sent me the same technician, he came and said we need to talk again with Epcor, Epcor was called and they came at 930 in the evening, they hooked up an USB device and said they will comeback and pick it in few days and read it to see the flow of electricity from and to the house. They also advised me to tell the technician to change the faulty breakers and check the green wire and tighten any loose screws. The technician refused, so I called Reliance and insisted that they come and replace the breakers and tighten the green wire screws. The technician came next day and did as was told, he told me the green wire was loose and he showed me that he removed the old breakers and replace with new ones. The problem was resolved so no more electricity tripping. So the technician changed the main breakers when it was not necessary, give me back my old main breakers, as I am not paying this bill especially after what you all put me through. You should be paying me instead of the gong show I experienced. I will definitely post this on line for everyone to read. I have to say that I had other experience with Reliance , but they were all excellent, it seems changes are happening in the company and it is affecting the customer service, I called the billing department, after the agent spoke with me for 15 min , she put me on hold and then hung up. I called many times, I sent a letter to the president office, they called me and said the concern will b e investigated, it has been 2 months and just today they sent me a bill of $336, probably hoping I forgot about the bad experience I had. A lady called me one week ago to ask about my experience, I told her what had occurred, she said the technician was double shooting and that's sometimes is necessary, I understand that but not at my expense. My time is money too, as I lost an entire day of work due to lack of electricity, I would have been more prepared if he would have explained the process. The only reason I came to this complain board due to lack of response to my complain to the company

My home ac was installed by reliance 3 yrars back and it is still under warranty for 2 more years. It broke down on 3rd of august. Called reliance, tech came next day and found fan motor was gone. He said it will be delivered to my home on monday. Since then I have calling frantically everyday and same lame excuse is there that we are contacting contractor for early delivery. Yesterday I talked to one of managers who finally told me today that part id expected by mid august. I confirmed from her that she is talking mid august 2023 or 2024. She was kind enough to announce that it is expect mid aug 2023. I wonder what kind of service, you guys provide. You claim next day but actually, it may take weeks to repair. How can consumers trust you claims.

Noor zia

20 worth ave brampton on l6x3v5

[protected]

Let me begin by saying when the I first had reliance in my home they told me they were installing a rent to own A/C unit and it came with coverage on my already in home furnace (due to A/C unit putting more stain on the furnace motor and filters). I then come to find out that the agreement I signed is for a rental not a rent to own unit. After many conversations with customer service I gave up and accepted my fate of it being a rental, strictly because of the reassurance I have on my older furnace. Every single year when I call to have them do an annual inspection of the A/C unit and furnace and replace the filters I get “that’s not apart of your agreement” and I have to go through a miserable process and fight to get the annual maintenance done and the filters replaced. This company is dishonest and does not provide proper customer service and they are literal scam artists in my opinion. I am tired of fighting for my agreement to be withheld on their end. This company should not be in business.