Reliance Home Comfort

I am in Edmonton, Alberta, Canada and wouldn't you know it, my furnace kicked out during winter! In short, Reliance installed a new one with a convenient rental agreement and no money up front Feb. 3, 2017 for $6,965.20 + GST. "Renting is the thing to do nowadays!" said the salesman. My monthly rent increased every year from $99 to $115 when my furnace just sat there and didn't grow! To ask for the free yearly maintenance service that they brag about their rentals, it must be booked MONTHS in advance! Six years later, exactly Dec. 11, 2023 I phoned to buy out the unit. Billing Department is in the Philippines. I had to wait for the final bill and was shocked at the buy-out charges: furnace unit $2,820 + air cleaner $470 + thermostat $470 + one month's full rental charge (not prorated when I phoned to cancel) $109.79, all that plus GST = $4,062.96 Billing Dept cannot explain why the 2 charges of $470. Look at the figures, compute 6 yrs of usage and that is my buy out amount? Isn't it a rip off? My VISA went through and I received an email confirmation of the payment. Not their normal standard operation to do so but I insisted that I want a LETTER showing my unit is fully paid and mine. I was told it will be emailed in 3-5 days. FOR YOUR SAKE, DO NOT DEAL WITH RELIANCE!

On December 6 of this year, my husband called in because he received a letter stating important news about your water heater rental rate basically that the rental agreement on January 1, 2024 is going up in price. That was fine.
Down near the middle of the letter, it says exclusive savings for rental customers for details. Please visit Reliancehome comfort.com/VIP-customer-benifit . he went to the page and it says basically page not found.
So that’s really number one.
So he called in to get the information there was no prompt that would really fulfil the question so press zero, got a very friendly attendant who then passed on the call to billing.
He then waited from 115 to roughly 1:55 PM being told by the customer representative to just hold on. They were working on the issue on finding the information , so he waited. at approximately 2:00 PM he was hung up on the recording went to your survey.
He then called back at 2:10 PM and was finally picked up by Vivian who picked up the call at 2:29. He asked for supervisor as no one seem to be able to answer the question, and at 2:47 the call was picked up by the supervisor named Jerry who was proactive and told him that the call would have to be taken by marketing. Then the call was transferred to Bevenkaba ( sorry if I’m getting the name wrong) in marketing, who basically said they were different deals specials and he noted them on the phone. With each Reliance associates call he had asked for a hardcopy or an email detailing these items. Time after time told that they could talk about it over the phone and that was the answer.
Besides the kerfuffle of spending over two hours, trying to get an answer for something that should’ve taken five minutes on a website that you yourselves sent out in information being transferred from one person to another. Not to mention being hung up by the first billing associate/ customer service has really left us Wondering if we continue being customers . We will be looking into alternatives.

Excellent quick response and excellent informative service. Very pleased with service rep. Sherry

On July 11, 2020 my Air Conditioner Displayed an E6 (Hardware Communication Malfunction),

I Called for a Service Technician who came to my home that day but could not fix my Air Conditioner,

He said he would have to call the Manufacturer on Monday and ask how to repair the Unit,

I have had many Service Technicians at my since then and My Air Conditioner is still broken,

it is now Aug 2nd and I am still waiting to have my Air Conditioner Fixed,

***
Douglas

I am deeply and extremely sorry for myself to spend my valuable time over the phone with some called Reliance experts explaining the huge mess and damages into my property which was done by your *** technicians. I was wondering at first and asking myself, how come in a big company like Reliance, the technicians are not as professional as they are supposed to be and don't care about basic customer's satisfaction?

Today my question was answered by Thomas from Reliance through the phone conversation. If you oversee those plumbers, then that would be the reason why they don't care about people's basic need and satisfaction at all. Because you are NOT favoring people!! You are making money from people but when it comes to the proper service you guys are not there for your customers and skip form the mess that was caused by Reliance technicians.

You are very expert in labeling people and making them angry by triggering people. Thomas you are sitting there to protect your position and your salary, no matter what has happened to the customer and you know very well exactly what's going on!!! Thomas you damaged my mental and made me so much stressed by turning the simple and soft conversation to an argument ***

You and your *** technicians from Reliance are telling the truth no matter what the customer like me says!!! Thomas just to let you know that I was asked to call you guys through the phone conversation to explain the situation and resolve the problem while I did explain the summery of what has happened in the previous email. I didn't call you guys to do any kind of argument!!! Thomas you were the one who turned the conversation to an argument because you were keep saying I don't argue with you. You were just sitting there to defend the mess and damages of your *** technicians. Because you are NOT professional in your job and treating people, they are NOT professional in their job either!!!

*** You were somehow accusing your customer by saying you are not technician. Thomas I was not calling and talking to you to prove I am a technician!!! But just to let you know I am much BETTER than you and your *** technicians that you were defending from!!! I am not blind at all!!! I have two eyes to see what's going on!!! My question is why you listened to me through the phone??? You listened to me just to end up the conversation by saying you are not a technician? What are you talking about??? Were you interviewing me for a JOB???????!!!!!!!!

***

I hope this situation would never ever happen to any other customer in Canada and I do recommend to you Thomas that DO NOT talk to people like this!!! DO NOT HANDLE A SITUATION LIKE THIS!!! You would hurt people. Reliance should change its system for sure!

We called a tech from this company to look at our AC which was not cooling our home. We got a written quote of $4000.64 which was a big shock to us. The details are 1) Compressor replacement $1499. 2) Leak search and repair $1199. 3) Install new filter, and making a rack & box for under furnace $874.

The thing was, we got our AC fixed from a different company for less than $75. It needed a new condenser.

I had reliance quote work for $473 plus hst.on a replacement of hot water heater pipes. *** explained opening the ceiling replacing the pipes and that it would take 3-4 hours. I accepted the quote and booked the job. A technician came from reliance *** and indicated the job was misquoted and it would cost 1073.00 plus hst. (quote number XXXXXXXX) He said this happens all the time. I called the head office and was told essentially too bad this is the new price, not our problem. That I can fight it after the job is done with the resolution centre.
customer service would not budge on the job and of course since it is a safety issue (cracked pipe ) and they would not replace the tank (rust in the water) unless I changed the pipe I felt like I had no choice
quotes available upon request if needed

a third tech guy came to do the work. He issued a quote of 1200. And said he could not do the job too busy. although was supposed to do the job that day.
sat the 7.25.20 heater leaked. called. *** came out he said his notes said work was complete.
7.26.20 came to fix and re vented home. 919 was the price.
I have had different techs different prices.
not to mention the mess of my ceiling so many open holes

My tech was kind and polite. Laid down their owned supplies towels to protect my carpet. Explained everything and the cost and cleaned up after himself. Excellent service

This is a two company grievance. ***, and Reliance Home Comfort. I went into a contract with *** for a tankless water heater. This was March 17/20. They sold my contract to Reliance and this new contract started July 8/20. I received a letter stating this on July 10/20.
I called *** told them of how I felt betrayed, cheated, how they went behind my back selling my contract. I was part of the contract, they could have at least consulted me. I got " it's a common practice" as my answer. How is being deceitful and not honouring your contract common practice?
*** did apologize and said that there was nothing more they could do the contract is now with Reliance.
I contacted Reliance on July 14/20 to come and fix my leaking tankless hot water heater. The only time they could come to fix the unit while I was home was between 2 and 5 pm July 17/20. They called that day and cancelled. The said the technician had an emergency.
Let me quote a sentence from the letter I received about my contract from both companies. " Reliance has one of the largest networks of call centre representatives and licensed, experienced technicians, so you're assured of receiving fast and expert service, 24/7/365."
I have not been given that at all. Could they not have sent another technician that day because they have this large network? They were not even prepared to come out the next day and take care of our unit. Not until the next week.
I was not pleased and ended up working for a few hours in order to fix the problem. This should not be happening when you are renting a unit in a contract.
After thinking about it for a few days I decided to call Reliance and cancel my contract July 23/20, as I was not given service. I was told I would need to buy my unit outright to fulfill the 15 year contract. I expressed to them that I did not sign a contract with Reliance and since they were not following through with their end of the contract that they have only held for 2 weeks, I should not be obligated to pay anything. Then they offered two months free rental for my trouble, or still buy out the contract.
This is not satisfactory.

My problems all started back on May 25th 2015. My air conditioner that I had purchased with my home was acting up, so I called Reliance to have someone come out and fix it. Unfortunately it was unable to be fixed and I needed to shop for a new one. I decided to go with Reliance, as I have coverage for my furnace with them, as well as renting my hot water tank. The sales rep Bruce H. took all my information down and applied for a loan with Reliance's loan company ***. I was approved and the air conditioner was installed.
One the 15th of each month my loan comes out of my account. This was to be a 5 year loan, and should be coming to an end.
2 weeks ago, during the extreme heat, my air conditioner wasn't working correctly. I called Reliance, spoke with 3 different representatives, and was told 3 times "you DO NOT have an air conditioner with Reliance!"
I called my bank and discovered that I was paying the loan to a company called ***. I called *** to inquire about the loan and was told it's for 10 years! I requested all the paperwork to be emailed to me. Upon receiving it I discovered that my signature has been forged on both a reliance sales document as well as a *** loan application document. On section 16 of the *** document it states program name:***. To make matters worse, the air conditioner that is listed on the sales document, isn't the air conditioner installed on the side of my house! I called Mary back at *** to explain everything and was told they paid Reliance for the unit.
I then called Reliance resolution department and spoke to Mary F. Mary put me on hold as clearly my account does not show an air conditioner and called over to ***. *** states that I don't have a loan with them, nor have I ever! They also don't deal with ***! I was asked to email all documents over to Mary's attention, and she would forward everything to her manger and someone would get back to me ASAP. I have yet to hear back from anyone!

Terrible Customer Service. I called to cancel a water heater rental agreement as we are selling my parents home. I was told they could not deal with me as my name was not on the account and was directed to send a power of attorney. Fair enough. Then I asked a general question about what the process is for transferring a rental agreement. The rep said he could not answer even a general question unless I was on the account. I asked to speak to a supervisor and the rep promptly hung up. I then called back to ask to speak to a supervisor to complain about how rude the agent was, and was sent into a telephone vortex. Previously, I had no opinion of Reliance Comfort. given this experience, how they treat customer I would question hiring this company. If they cannot get the small things right, then I wouldn't trust them with the bigger issues.

Hello,

My mom's sink was broken so she called reliance. Upon their arrival, Cory was very professional with mannerism and kindness. He came in my house and asked what the issue was. I expressed the concern and, right away, Cory went to do his job. He completed his work in a time efficient and was very friendly. He also explained to me what the issue and was very professional. ***. Thank you so much Cory; reliance is lucky to have a great worker like you!

Our HWT went on 07.05.20. Unfortunately, the company that owned it was not very helpful.
I contacted Reliance on the afternoon of 07.08.20 and had an appointment for today, 07.09.20 within a short amount of time.
Not only were the 2 gentlemen courteous and professional, but they were actually a little early for my 1-5 pm appointment.
I am grateful to have done business with Reliance and hope to continue our business relationship for years to come.

Debbie S
Halton Hills, Ontario

Courageous. Friendly. Helpful and Lloyd of knowledge. Wish all.firms had staff like him.

Reliance is the worse company that we ever dealt with. We had a sales rep, George W., in North Bay, come and sell us a furnace. He advised us to rent instead of buy because we would be moving and 90% of people will take over the rental. Wrong. He failed to inform us that they would tack on $2500 for the buyout. I called the company and had a hard time getting answered. Now it is 3 weeks since receiving the furnace. It took about a week to get through to anyone. We finally talked to someone and said we wanted to buy the furnace instead of rent and we were told that will $6000 for our $3500 furnace. Is this even legal. The contract was emailed to us after my husband( who had a stroke and wasn't competent to sign)signed the contract (which was illegible)on Georges laptop without anything said about tacking on $2500.00 and a lein placed on our home. He said it would be insta!led in 2 days. It was confirmed by email that the furnace would be installed in 2 days. At 12 am on the supposed install date we received another email saying they didn't have it in stock. During this time our sells rep was no longer returning our calls. Finally a week later it was installed but wasn't completed, but he would come back next day. We had to make numerous calls to the company to get the furnace completed. Absolutely no customer service. They will only tell you what ever they have to to rent out furnaces. ***.
LINDA R.

July 30, 2019 > we had a new AC installed by Reliance
August 1, 2019 > AC did not cool and we had to have a repair man come out to fix it.
Oct 2019 > We received a call from Reliance asking us for our Tax bill for financing purposes (note. Nothing was said about a tax bill when AC was installed) Advised person on the phone that we don't have a tax bill as we live in a Mobile home on leased land. We were told that Reliance would not be able to finance the AC due to the leased land and we would have to pay the full amount asap. After several conversations, Reliance advised they received an exception to finance.
FAST FORWARD
May 24, 2020 - Decide to fire up AC as it is hot outside. AC does not start. After trying a couple of things, I decide to call Reliance to have someone come out and look. NOTE> AC is not even 10 months old. After waiting an extremely long time on phone. Reliance set up appointment for May 25 between 7 - 11. I decide to take off work to ensure I'm here.
May 25, 2020 > received call at 10:15 am. Repair won't get here until 12 ish. I decide to go to work and my wife was at home to be there when repair man comes
12:15 > Repair man comes, advise my wife that the unit was empty of charge. My wife asked how does that happen and the repair man told her "bad welds" My wife asked now what. Repair says. He has to order parts. My wife asked how soon would they be here and he advised her 'could be as early as that afternoon and she would have to call back in to arrange for the repair to come back to fix'
May 26th > No part arrives. My wife calls Reliance who informs my wife it would be delivered sometime between 8 - 8 on the 27th. My wife is not happy and asks to speak to someone in customer resolutions. My wife advises Reliance that she doesn't feel that a new unit (not even 10 months old) should be broken again and explained that we had trouble when it was first installed. The Customer Resolution Specialist gave my wife her name and number to call directly when the part arrived the next day.
May 27th > Part arrives at 11:30 am. It is now 92 degrees in the house and my wife had to arrange to send the dog out to the kennel for the day as it was too hot. My wife also was starting to have breathing issues due to the heat. She started calling Reliance as soon as the part arrived. After several times of being disconnected, she was finally able to speak to someone at 2:55 PM who after listening to my wife tell the story again about a new AC, the person at Reliance advised my wife someone would be there between 4 - 8 that day. The repair man did come out just before 6pm and fixed the AC.

My wife has sent several emails to Reliance to complain about the service as well as our apprehensiveness of this new AC that has now had to be fixed twice. The entire situation was not handled in the best interest of us the customer and we feel that Reliance is trying to sluff us away. Reliance website does talk about 100% guarantee. if we are not happy, they would come and replace the unit with no complaints. It also talks about $500 no frustration guarantee which we have questioned Reliance about both options. We have not heard anything back from Reliance since June 12 when we were advised that our case was escalated and they will let us know when there is a resolution.

At this point, we would be happy with the $500 no frustration guarantee however we are very concerned that the unit is defected and what happens if it were to break again. yes we have a warranty, but at this point, I'm not sure the warranty is going to cover everything down the road if the unit is defected.

I sold a property 4 years ago and submitted the agreement of sale to reliance stating the new owner was to assume the contract for 2 water heaters, now in the Last few weeks they have been calling me requesting money for a buy out for the water heaters, I have re sent the agreement several times now and I'm still receiving these calls, very frustrated with this company, they don't seem to do their part when it comes to sales transactions between properties, I sent the initial sale agreement the week I sold the property, why are they now coming forward 4 years later?

Read carefully before you called Reliance Home comfort, we used to have a protection plan for AC and furnace maintenance, at the end of may I called Reliance because took to long to cool the house, they send 3 guys
First guy shows and told me my unit then he recomend to shut off the unit for 3 days until the gas leak investigation guy shows.
After 3 hot days and no AC in the house I called Reliance and they told me that that guy never made any appointment for gas leak investigation I was mad because of what he did.
Then a second guy shows minutes later, he did a test and told me no leaks was found but he recomend me to buy or to rent a new AC unit really????
I ask why ? He said because took to long to the unit to cool off the house.
I *** some videos went outside and saw that my unit was covered with dirt, I cleaned and my problem was solved.
Then on that day a third guy shows up and told me nothing was wrong with my unit.
I called Reliance and cancelled my protection plan and cancelled my water heater rental.
BE CAREFUL WHEN CALLING RELIANCE!!!!!
THEY WANT YOU'RE MONEY AT ANY COST!!!!!!

I was in the market for a new air conditioner & called for a quote. A salesman, Brook, came out the following day (Saturday) & gave me a quote (to match his competitor's price) and threw in a thermostat so, I decided to go with Reliance. We made an appointment for him to come back the following afternoon (Sunday) so I could sign the contract - not only did he not show up but, called that evening to say he took the day off to go golfing. He stated that since we did not meet to sign the contract, in order to hold my installation spot for the following week he would just sign the contract for me. I felt uneasy about that practice and called the sales manager (Hussein) on Tuesday, who apologized but, did not seem fazed by it. The day of my installation (Wednesday) a salesman came out and got me to sign the contract, which he emailed to me later - I now have a 2 page contract with two different signatures on it. The installation went ok .. until it came time for the electrician (Saran). He said he would need the assistance of another person to finish the job & that he would return later that day or the following day and that he had my phone number. I called him 6 days later (Monday) to remind him to come back to finish the job. We made an appointment for 8pm on Wednesday and he did not show up .. nor did he call. I called the sales manager the following day (Thursday) & he told me the install manager (Diane) setup an electrician to come back Saturday between 2-4pm. The electrician also called and confirmed the appointment. The electrician called me at 4:30pm on Saturday to say he was on his way. I reminded him the appointment was between 2-4pm and I was no longer at home. I left a voicemail and texted Hussein but, never heard back from him. The electricians did show up the following day at an agreed upon time and finished the job - which, from start to finish, took just over 2 weeks. Horrible experience .. did not feel valued as a customer or have any faith in their company. ð???ð?»

This is about Reliance Home Comfort company and the incredibly bad service I received. I recently signed a contract for an HVAC unit with Reliance (both AC and heater). The scheduling and installation was completely messed up, not once but several times in a row. This has been such a bad experience that if I could find someone else to install an AC right now I'd do it in a heart beat.

The install date that was given to me was Friday, May 29th, 2020. My contract was for a "rental" contract of seven years. On Thursday, the day before the install was scheduled for, I asked my salesman how much it would cost if I wanted to buy instead of renting. He said I had to make up my mind right away but I said I needed just a little time to think about it. Then, one hour later, I called him back to confirm that the rental was OK and to proceed as per our understanding. He informed me, he had already "cancelled" the installation because I had asked for a change in contract which was absolutely not true. I simply inquired about the possibility of purchasing instead of renting but I never wanted to cancel the installation, never asked that it be cancelled. I was told that since I asked to cancel my contract (that I never did), my new delivery date would be next Wednesday, the 3rd of June.

Wednesday, the 3rd of June, at 7:36 a.m., I was sent an email from the salesman that they cannot install the AC and furnace that day and that I have to wait till the 9th of June. I was also given the fake excuse that they were all out of stock and that there was nothing to do about it. Meanwhile, I had worked many hours with my children to clear the way to my furnace for the installers, moved all the book shelves from the hallways and everything I had on them, as well as many boxes and bags that I had stored in the basement. Since I had no more room in the house, I piled them all up in two bathrooms and one bedroom. So now, a bedroom and two bathrooms are out of operation because of the clearing-the-way to the furnace for the installers. By Wednesday, out of the three floors with bedrooms, there was still only one usable bathroom. Very inconvenient! Also, 4 adults using only one bathroom is not easy when you're not used to it and it is rather unpleasant. But we thought it would be for a short period of time.

So, on Wednesday June 3rd, I was told that the earliest they could install my HVAC is on June 9th, because they are out of stock and there is no AC that will arrive before that date. I got very upset and called Reliance who told me that my appointment had only been booked on June 2nd and that the only booking that they have on record for me was for June 9th. They told me that no other appointment for installation had ever been booked for me before that date, NOT EVER!
***. I was not even warned a day ahead of time, when they actually booked my installation, on June 2nd, so I would know to change my schedule and not have the day go to waste, waiting around for nothing. On the 2nd, when they booked my appointment for the 9th, no one called to tell me. I had to find out on the day of the installation, on June 3rd, that it was not going to happen on that day as I had been promised. This is total lack of consideration!

I called, and I spoke with the manager and he reassured me not to worry, he'll take care of it himself, and he did. He got a crew to install my HVAC the following day, on Thursday, June 4th, or so he thought. I was very happy to hear that I would finally get the much expected and anticipated HVAC unit.

Today, June 4th, they showed up to do the job, were extremely pressed for time and left my house without doing anything. Meanwhile, the electrician entered my home ***, without my permission, woke up my children, and made up his mind not to do the job, in less than two minutes. He set an example for the installers who refuse to do their job as well. They did not observe social distancing for COVID-19, had no masks on , had no gloves on, placed me and my children at risk, while invoking "safety" as a reason to refuse to do the job. What a farce that they manufactured as justification. ***

I was told that they cannot schedule my installation till next Friday, June the 12th. Now I have to wait yet another week with all those things I had to move to clear the way for the installation blocking a full bedroom and two bathrooms.

In a nutshell, Reliance changed the date of installation multiple times, appeared to have made mistakes with the scheduling and then lied about it, then three people, presumably Reliance employees, came to my house for the installation, did not respect my property, privacy, and safety, and then refused to install anything. They left me and my children with days lost with no justification, and rooms that are now not functional. ***

I am very disappointed since I thought Reliance was a large and reputable company and I was already a customer for years since I am renting two water tanks from them already. Now I know better.....