Reliance Home Comfort

I've just received a $329.78 bill from Reliance Home Comfort, which they cannot explain. That's the last straw. Finally I decided to make this complaint.

This nightmare began from December 10's night. My tenant told me the water heater I rented from Reliance was leaking badly. I called Reliance, totally didn't realize that my whole week would be screwed. In the following days, Reliance stroke me in these ways:

Bad condition of rented machine:
I rented a water heater from Reliance 3 years ago. But the machine was very old when they gave it to me. When it leaked this week, there was a big hole in its rusty body. Water poured out from the hole.

Low Efficiency:
I called Reliance immediately when I knew the water heater was leaking, since this company promises "we are here 7/24". After several calls and longtime waiting, a representative finally picked up the phone, only letting me know no technician could help me until next morning. Even the water was pouring out badly and spilling out of the laundry room. This was December 10, Monday's night, beginning of a night-mare week.
Next morning, December 11, a Reliance technician arrived before the scheduled 10 a.m. Luckily my one of my tenants was still there to open the door to him. But he only took a few minutes to check the tank before he told my tenant that he couldn't fix it. This machine was so old and rusty, with a big leaking hole in it. Obviously it's without hope. He left a phone number for me to make a new appointment to replace the machine. And I still hadn't realized it's only the beginning of the long appointments and waiting I need to make for Reliance.
December 12, after 5 hours' waiting and many calls, finally I saw the 2nd technician appeared. But he was empty handed, too. He took a few minutes to check the leaking water heater, too. Then he told me he couldn't fix it, too. He asked me to make a new appointment to fix the machine. He said the machine was so broken that needed to be replaced, too. And I still hadn't realized how much more time I had to wait before the problem was fixed.
December 13, after another 5 hours' waiting and many calls, finally I saw the 3rd technician appeared. This time he was not empty handed. He had a seesaw. He got the water heater down, closed an in-water valve, and told me to wait for other technicians to get me a new water heater. This time, I was just told they would come "afternoon", knowing not when. Only under my insist, a technician told me it could be between 1-5 p.m.
After the 3rd technician left, the in-water valve began to leak.
5 p.m., after the promised time passed, the 4th technician didn't show up.
He showed up around 6 p.m. He got the new tank fixed on. And he told me the new tank still couldn't work, because the in-water valve is leaking. I need to make another appointment to fix it. The earliest appointment available would be next day.
9 p.m. I asked my own friend to temporarily fixed the valve, so it didn't leak too badly.
December 14, Reliance insisted the valve's leaking was not their fault. Although my tenants can be my witnesses that the valve didn't leaked before the 3rd technician touched it, and I believe their 1st and 2nd technicians have taken pictures showing the valve was not leaking at that time. Still Reliance representatives and technicians said they didn't believe me. At last they agreed to send technicians to fix the valve for me, but the appointment would be one another day.
December 15, after another 5 hours' waiting and many calls, finally I saw the 5th and 6th technician appeared. They worked on the valve but didn't really fix it.
At dusk, the valve leaked again. This time I have had enough with Reliance. So I just called my own friend to help instead. He fixed the valve thoroughly at December 16th.
Long story short, now I got the $329.78 bill, which they couldn't explain clearly after I made several calls.

gentleman was here early in the call window fixed the thermostat and cleaned part of the furnace. He was in and out in about an hour. Very friendly and knowledgeable.

Excellent service, the guy came at 8 am and fixed our water tank in 30 mins

I had my boiler installed in May 2018 and it's December, and I wish I could get it ripped out. The company didn't respond once to any of my complaints and had never fixed any of the issues ( you call and they say well "all I can do is send a technician out to investigate"). The boiler didn't work at first in May.It then didn't work when we turned in on again in September. When it finally did it constantly leaked and is still leaking and it is December. I have had 15 technician appointments. In which a few have admitted to me they pass off boiler work on each other. Quoting them "because no one has any experience there with boilers". Worst experience with a company in my entire life. ***

Mon Dec 3rd
Penny responds, says she will help ... ha... after a few emails with her saying she would follow up with an "operations manager" ***.I hear nothing back. EXTREMELY UNPROFESSIONAL CUSTOMER SERVICE IN ALL ASPECTS OF THE COMPANY. Penny is just good at responding to the good comments. ***

Tue Dec 4th
I just had a independent technician from town at my house. He told me that there were two visible safety infractions: the exhaust pipe was not to code (heat resistant piping) and they had no tags on the gas lines. This is extremely disheartening and disturbing as a consumer who knows nothing about these things but how dangerous they can be!! He also said to me that the part they say there going to replace wont fix my problem.

Thur Dec 6th
Spent all night trying to see if someone can come see what *** is happening to my boiler! I just want to go with another company but they refuse to say there installation was poor until they have "an in house inspection walkthrough" (this will be the 16th appointment since may not including sales and installation visit).

Sat Dec 8th 5:00am
Woke up to another full bucket this time the bucket broke on me sending water everywhere and a half empty 5 gal pale onto my toe. Thanks reliance for the wake up call!

So this Wednesday is the big inspection. Ill keep you guys posted!

Great service, very professional staff. Overall clean and tidy.

Ron came to check out our hot water heater. He arrived in a timely manner - 5 min after calling in. He put on his booties and got right to work. He was very informative and personable. I appreciated that he remembered me as a previous customer when he installed the hot water heater 5 years ago. He represents your company in a great way.

We had a water heater problem. The technician was ok...once he got there *** but the call centre (which is not located in Winnipeg) is ***!! They give different responses every time you call. And, they keep you on hold forever! We were told that a technician would be out between midnight and 7am. No show! Called again to have someone tell us they would be for sure by 11am - No show again! Called again. Finally showed up at 12:30pm. Wasted a day off work for their ***.

We had a problem with our water heater,so I called the office and was met with a friendly staff member, she told me someone would be visiting us between 8 and 12 am'
A very young friendly men came in the allotted time, covered his work boots, fixed the problem very quickly.
He gave us some good pointers and left as quickly as he came.
We were pleasantly surprised.
Gilbert B.

I bought a new furnace and air conditioning unit in July, 2018. Reliance insists that a person over the age of 18 be home all day during the scheduled installation. My husband took the day off work to be here and Reliance called that morning at 8:30am and cancelled because "someone called in sick". Our installation was moved to another day, which of course, someone also had to be home for. This month, when we turned on our heat for the first time we noticed that sometimes the furnace blew warm air, and sometimes cold. The thermostat was set to 20C, but the house stayed about 17C. In the spirit of troubleshooting, we turned the heat to 30C, and after 5 hours it had only risen to 21.5C. We called Reliance on November 10. The customer service rep argued with me that I "wasn't in their system" and would be charged for the service call. She asked me twice if I was sure I bought the furnace from them. I said I definitely did, to my chagrin, and could show the technician the sales contract. A service technician came out on the 11th. He said there was indeed an error code and the furnace had not been installed correctly. He said he had done "the best that he could" for a temporary fix, but that we needed the installation team to come back. He said Reliance would call us to set that up. They didn't call. On November 14th, I called Reliance. I was assured that the message had been passed on to Linda P., the installation manager for the city/area I'm in, and that someone would definitely call me. No one did. On Friday, November 16, I called again. Same line, same result. On Sunday the 18th, I called a third time asking why no one from Reliance was calling me back about my brand new improperly installed furnace. The customer service rep said she left "another voicemail" for Linda P. and that she "hoped" someone would call me back on Monday. I asked about the $500 "no frustration guarantee" that is listed on my sales contract and warranty but the rep said another department dealt with that and they weren't available now. At no point was even an apology offered. No one seems even remotely concerned, or interested in fixing this problem. It is now Wednesday, November 21st and my house is 17.5C. Called AGAIN. Asked for "customer resolution centre". Was on hold for 14 minute. An extremely *** person who both raised her voice and repeatedly interrupted me says the installation team will be out tomorrow. ***. ***. They were wonderful right up until the sales contract was signed. Hopefully tomorrow the installation team will show up and fix their mistake.

they very professional and did an excellent job on installing the humidifier. They also did a good job cleaning after the work was done. Thank you.

An unbelievable experience with a company ironically named "Reliance".

I contacted Reliance 3 months ago because I noticed a leak and black mould in and around my A/C unit. We scheduled an appointment to discuss install, contracts and quotes.

They said $2000 for the install and gave us pretty average monthly prices.
They rescueduled the install twice without a heads up (because we live in an older building they told us we need "special" installation). Again, we sat around all day waiting only for them to reschedule TWICE.

The day finally came and the install was "done". This was when it was unbearably hot out so we had to take our dog to an air conditioned building for the installation. When we came back our home was in utter shambles and the unit was INCORRECTLY installed in our washer/dryer closet.
We can't open our dryer because of this and it's not propped on top of our washer properly anymore so our washer is now slowly bending to the shape of the extra weight.
We were told that the job wasn't yet complete.
So we waited for them to schedule another time slot - they never came.

For the entire month of Sept we set up fans and kept lights off to keep ourselves and our poor dog cool.

Three months have passed and we're STILL living under construction conditions. They cut a hole in our wall in the living room to outside that was never completed so even now we have to adjust our living conditions because this three month A/C installation isn't complete.

We've sent several emails detailing our concerns, photos, we spoke with an apparent owner, an apparent manager who is always on vacation and apparent install contractors. All of whom are entirely incompetent and careless.

I had a new furnace put in and in less than two months, six service calls, one being a senior tech. Problems still with furnace but no urgency to get out here, now a new problem and I have to wait to next day for 5 hours for someone to show. And if that is not enough they installed wrong furnace, still waiting for manager to call. ***. Since we have a signed contract that lists what should have been installed

Very professional friendly and fast!

I have had nothing but issues with these combi systems. From my brick work needing to be fixed due to errors, missing parts, now replaced again(one year later),many days in the cold with no heat, left it leaking, countless wasted days waiting and phone calls and people being dishonest. Told things would happen that didnt too. Not to mention how many times I tried to talk to management higher up and it seems nobody allows that. I have all photos of the issues and everything documented. Beyond disappointed.

We purchased a ductless AC unit and had it installed July 16, 2018.
When the sales lady first came to talk to us about this. She said there was an HVAC Heating & Cooling Incentive of $2500.00 for this unit. We ended up only receiving $1500.00 because our purchase was filed too late. She told us that day that if there was any problem getting our full $2500.00 that Reliance would come good for difference of $1000.00. I have consistently been calling the resolution center only to get the run around that a salesperson will call me back in within 24hrs but nobody ever does. I have texted the sales lady who sold the unit to us and she ignores my texts. Not sure what I will do at this point, but it's false advertising by this company representative.

When Reliance was called in July because our rented hot water tank was heating up so much it was melting plastic on the top of the tank, the tech came in and redtagged the tank. Then told me I had 10 days to fix or replace it or my gas would be cut off. It was their tank...so a sales rep came out and convinced me to rent a new tank and a furnace (both were needed anyways). Tyler was incredible, till he wasn't. Mike came in and installed a new outlet for electric. He was awesome, and stayed that way. The furnace came in with contractors, they damaged my oak trim and then just left it for us to clean up. Mike actually fixed the trim when he was called back. Then the ESA rep who was supposed to inspect Mikes work went to my neighbours house, and failed the work, for obvious reasons. The hot water tank took 2 weeks to finally be delivered and installed. Those techs were awesome (***) who I asked to look at furnace cause it didnt seem right. Thats when I was advised that it wasnt even hooked up. I was told before that it even passed their inspection. Which was strange because it wasnt even hooked up to gas...I think finally my furnace and hwt were finally completed sometime in late august. Then the billing nightmare started. Reliance cannot get this right! I was promised 6 months free. So far I have got nothing. I keep getting my sister in laws bills. She wants ebilling but they keep adding my email and bank account. And the mailing addresses havent been right. Nothing has been right. I cant believe this is happening.

Technitian took his time and got to the root cause of my problem. He saved me from having to buy a new furnace. Thank you Amarjit

Great service the tec was fantasic educated me about my furnace installed a new thermostat also tweeked my furnace to make it run much more efficient . In my opinion more companies could learn from reliance customer service great job

In June 2018 we had a water tank burst in our basement. The tank was originally rented from ***. *** could not get us a replacement tank for a week. As senior citizens we can not go without the essential service of hot water. So we called Reliance and they could replace the tank to following day GREAT!!!!!! So we made an appointment, the technician showed up and installed a new hot water tank, so far we are extremely happy with the service from Reliance. The technician took away our old water heater and told us they'd take care of returning it to ***. This is great because as seniors we have no way to do this. The technician gave us signed paperwork that stated the tank was in the possession of Reliance and would be returned to ***. So far great service!!
Fast forward to October 2018 and we are being *** by *** saying the hot water tank was never returned and we have to pay for it!!!! So we called Reliance and they can not find the water tank and have no idea what happened to it. The solution from Reliance is that we pay *** for the missing hot water tank, and they might reimburse us later! We're seniors, we do not have extra money laying around to shell out in the hopes that we might get it back later. We have signed paperwork from Reliance stating the water tank is in their possession and will be returned.
The service from Reliance started out great...however now has completely gone downhill. Now that they have our rental contract they couldn't care anymore. They will not acknowledge that they messed up somewhere along the line and did not return the water tank to *** even though we have paperwork stating that would be done. Now we are expected to pay out money we do not have!

James & Jessica are fantastic and insightful technicians that gave well thought out advice that was in my best interest, saved me money and addressed all my issues.