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Reliance Home Comfort

2 Lansing Sq, North York, Ontario, Canada, M2J 4P8

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Reliance Home Comfort Reviews (%countItem)

Our experience with Reliance Home Comfort was very positive. Danielle and her team were very friendly and professional and the new equipment was installed almost the next day. I have already recommended Reliance Home Comfort to my friends and family.

Reliance Home Comfort Response • Sep 10, 2018

This is so great to hear! Thank you Craig! We appreciate the wonderful feedback and are always happy to help. Thank you for choosing Reliance Home Comfort!

Penny

The technician was super friendly, explained as he repaired the appliance and showed me how to take care of it. No one had done that before so I really appreciate it.

Reliance Home Comfort Response • Sep 10, 2018

We are happy to hear that the technician was friendly, thank you for your review. ~Haley

Customer Response • Sep 12, 2018

Yes, not only friendly but he was very professional and interactive.

I ended a heater rental contract with Reliance Home Comfort and they provided their final bill through epost with the heading "Final Bill" July 25th 2012. This bill was paid. This happened when I lived in Brampton ON.

Following this many automated calls were received by my home phone claiming I owed Reliance. When I called back to clarify I had paid Reliance always claimed after looking into the account with the number I gave them that I owed nothing. I kept asking for the automated calls to stop and I was told to ignore them.

Eventually in 2014, 2 years later I was contacted by a collection agency. During the discussion I learned Reliance was claiming I owed just under $180.00 but I also learned that the contract number was different so we were talking about I new contract. I offered to pay this if Reliance could prove I entered into another contract with them. Reliance never did and in fact I never entered into any new contract with them. This collection agency never contacted me again.

Today another collection agency contacted me regarding the same thing and now we are at it again except now the claim is excess of $1200.00

Reliance's heater has not been in the house since after June 2012 the house has a new owner since July 2014.

Desired Outcome

I am not sure of all the steps Reliance has take that may affect me regarding this issue. I reliance cannot prove I enter this contact knowingly they must list in writing and correct all the step they have taken against me

Reliance Home Comfort Response • Sep 17, 2018

Hello,

We have further reviewed your case and Reliance acquired the *** water heater that you had installed at ***.
The charges with the collection company are for the *** water heater and not your original water heater you had with Reliance. Your original account was closed when you had the Reliance water heater returned on July 12th 2012.

I have emailed you the further details in regards to this and should you have any further questions please feel free to email me.

Thank you

Customer Response • Sep 20, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I may accept Reliance's response after confirming that billing through my *** gas distribution account no. "16 21 52 68101 5 was really stopped.

*** sent me email notification of payments due and the actual bill was accessed online by logging into my account which has stopped existing for 4 years. I must now ask ***'s to help me with this. I am hoping this can be achieved within 2 weeks.

Reliance's response that it purchased the company *** in 2012 and then stopped billing me through my *** gas account would explain what happened. However I must check this because :

1) I alway recieved Reliance bills through *** and the last bill received from reliance in *** was on July 25th 2012. *** maintains records back to 2010. Based on Reliance response I should have recieved bills from Reliance up to 2014.

2) I can find no bill from reliance for the new account number in my regular mail. I can find only bills in the old account number dated before I began using *** to receive Reliance bills. Because of my job I was relocated out of Province. If Reliance also changed from sending correspondence through *** to sending them through regular mail I may not have seen it until after Feb 2014 and obviously I would not have been expecting them. Never the less after Feb 2014 I would have seen them. To this day I have never seen them.

All of this could have been avoided if Reliance have provided the explanation on one of the numerous occasions when I was asking how I got into a new contract with them between 2012 and 2014.

Customer Response • Nov 15, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The documents you have provided will be passed to the lawyer that handled the closing of the sale of my house. I will consider his directions. As you were informed of the sale of the house I don't consider my self responsible for any charges incurred after June 30th 2014.

You use the phrase

"...however as per the terms and conditions you as the homeowner would need to advise the rental company (Reliance) of the sale of the property. The purchaser's name would need to be provided in order to have the account transferred..."

However you provided a set of documents which you say include all the terms and conditions. Yet I find that it does not include this. Never the less you were informed of the sale before it occurred. I do not find any terms and conditions stating that I should inform you who the purchaser was. I do not recognize anything that is not a part of the written contract or was not mention in any conversation that was to become part of the contract. Any addition information that you required which was not mentioned in the contract would have to be requested by you after you were inform of the sale. Since you did not make this request you would not have received this information. This is how things normally work. I can't guess what you need. You must ask for what you need.

Reliance Home Comfort Response • Nov 15, 2018

I sincerely apologize for the time it took to obtain the invoices for your account. As we were going back to 2013 and 2014 for the invoices it took longer then anticipated as it was a very manual process going through the achieves.

The additional charge is for the sale of the rental equipment, this was applied on the account due to non-payment. The sale of the rental equipment is applied in order to close the rental account. You will see the itemized details on the invoices I have sent you.

I understand there was confusion in the past with the account as you had your previous water heater rental with Reliance prior to going to ***. I understand you had advised the collection company of the sale of the property, however as per the terms and conditions you as the homeowner would need to advise the rental company (Reliance) of the sale of the property. The purchaser's name would need to be provided in order to have the account transferred. As a goodwill gesture we have offered to reimburse you for the rental charges from the closing date of the property until the account was closed. The rental charges were $81.25 including taxes during that time period, we are offering the reimbursement once the case is closed through the collection company.

Quick service. Knowledgeable technician who answered all my questions. Polite and thorough.

Reliance Home Comfort Response • Sep 06, 2018

Thank you for the review and kind words for our technician. ~Jessica

Questionable information gathering practices. I sold my home and Reliance demanded I provide the new owners information in order to close account.

Reliance Home Comfort Response • Sep 06, 2018

Hello Mr. S.,

If the rental equipment was listed on the purchase and sales agreement and the new owners have agreed to assume the rental water heater then we do require their information to set up their account. The rental agreement is a contract making you responsible for the account unless and until a new customer opens an account and starts renting the equipment. It is up to you how you would like to ensure that the purchaser opens that account. If there is a concern with providing the information alternatively you can have your lawyer or the new owner contact use directly.
As per our Terms & Conditions, "If you sell your premises, you agree to inform the purchaser that the water heater is rented pursuant to this agreement. You will be released from your obligations under this agreement, effective from the date of sale, so long as (i) the purchaser is notified in the agreement of purchase and sale that the water heater is rented, (ii) you have notified us in advance of the purchaser's name and the intended date of sale, iii) the purchaser agrees in writing or by conduct to rent the water heater on our then current terms and conditions and (iv) you have paid us all other amounts owing under this agreement."

If you have any further questions or concerns about our policy, you are welcome to contact me directly at ***@reliancecomfort.com to discuss further.

Regards,
Haley

The salesman (Brendan M.) was excellent, professional ,knowledgable ,polite and not pushy but closed the sale. The type of sales person you would want in your company. The installers were excellent on time, quick and efficient, polite and neat. Would definately recommend Reliace and this team to friends and family.

Reliance Home Comfort Response • Sep 05, 2018

Thank you very much for sharing your recent experience with us. We are so happy to hear that you would recommend us to family and friends. ~Haley

Mr . K. and Mr. M. were great and provided excellent service. Great work and clean up after the work was over , explained every detail about the system... very happy with the service...

Reliance Home Comfort Response • Sep 05, 2018

We are so happy to hear that you received excellent service. Thank you so much for your review! ~Haley

Dave was my service tech and he's so friendly and knowledgeable. He explained to me what he was doing and he also showed me what to look for if it happens again. My hot water tank was not working, he replaced the FVS.

QN

Reliance Home Comfort Response • Sep 05, 2018

This is so great to hear, thank you so much for your great review, Aaron! ~Haley

Salesman Andrew was great the installers were above great .We give all of them a 5 star.Would recommend you to all of our friends.Many thanks. Jim & Lena F.

Reliance Home Comfort Response • Aug 22, 2018

Thank you for the wonderful review and taking the time to share your experience with us. ~Jessica

Reliance Home comfort installed new 1.5 Ton A/C in my home in April 2018 As per home comfort adviser *** 1.5 ton is enough for my home and he gave me guarantee that it would meet the required temperature almost 74F-75F during summer season but I notified that on hot days when outside temperature was 85 F or above that time this A/C was running continuously but not bringing the temperature down my home temperature was staying at 80F I called the service technician two times last time he visited my home on 16 July 2018 he gave me number of service manager and told me to contact with him after one week.
Moreover technician told me he would also contact with service manager and explain him about the situation
Service technician lives in my area and he has 2000 square foot house with 2 ton A/C but my house has 1.5 Ton A/C with 2000 square foot house
I called the service manager after one week and tried to contact him more than 10 times but he did not respond to my call even I left the message to call me back but no response
After this disappointment, I contacted with customer resolution department on 26th of July
they registered my complain and gave me case # *** I contacted with them several times after that but still nobody contacted me to look at my A/C problem from reliance every time when I contacted with this department they replied by saying that somebody from service department will contact with you but so far nobody contacted

Desired Outcome

Actually I concluded after dealing with this company that they do not fulfill their promise as they did before installation i do not want to go head with them further. Even I contacted with home comfort adviser on his cellphone and after that through email as well but he did not contact with me back I went to see him in his office in Brantford on 17 August he was not there that time I left message for him through one of guy works there to contact me back but he did not contact me back so far.

Reliance Home Comfort Response • Sep 04, 2018

Hello,

We are working with our Sales Advisor and our Sales Manager to ensure we have this further investigated for you.

Should you have any further questions please feel free to email me.

Thank you

Customer Response • Sep 05, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
As home comfort adviser and sales manager came back from vacation on September 4 but so far non of them contact with me for rescheduling the home energy evaluation. As per *** the home comfort adviser supposed to contact with me yesterday but I did not hear anything from him.
I am not satisfied the way company dealing with me
Thanks

Customer Response • Nov 03, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Hi
Looking forward to see your technician on Monday
November 5 as per your email

Reliance Home Comfort Response • Nov 12, 2018

Our operations manager attended with the technician and check the equipment on November 5th. Due to the colder weather they were unable to start up the air conditioning and are going to be returning the in spring. You have his direct contact information in order to set up the next visit.

Please feel free to email me should you have any further concerns.

Thank you

On January 10, 2018 I wrote a letter to reliance saying that I would like to discontinue service with them for our water heater rental. I had tried to call and was disconnected, as I stated in the letter. On January 29, I called to get an update on the cancellation as I had received a further bill. They told me to send in a picture of the stick on the water heater which I did email to them. They continued to send me a bill for a water heater which was not plugged in or being used. When I had called on January 29th the man told me I could just remove the water heater myself and take it to the dump, which I did. They continued to charge me $40.00 for a rental buyout even though the man I spoke with made no mention of this charge and had simply told me to simply throw out the unit as it was quite old. I would like to see my account cleared of all charges as of January 1st, 2018 as it was not being used at all and for the rental buyout charge to be removed as well.

As of January 1st there was no water even coming to the home and that is why I decided to get rid of the unit. It was old and too large for our needs. We wanted to switch to a 40 gallon tank rather than the 60 gallon. That unit had been there for well over 20 years.

Attached are document relating to my complaint.

Desired Outcome

I would like to see my account cleared of all charges as of January 1st, 2018 as it was not being used at all and for the rental buyout charge to be removed as well.

Reliance Home Comfort Response • Aug 27, 2018

Hello,

The equipment has been retired on the account and the charges were adjusted on August 21st.
Please disregard the invoice as the balance on the account is $0.00.
I have emailed you for follow up as well, please feel free to contact me directly if you have any further questions or concerns.

Thank you

Customer Response • Aug 28, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your prompt response and resolution - we accept the charge adjustment. We're very impressed by your proactive and timely solution to this issue. With thanks

Awesome professional service and response! Salesman Andrew M. was top notch and was up front and honest - what we needed in a frustrating situation! Much thanks Andrew and to the 3 amazing installers who came!

Reliance Home Comfort Response • Aug 20, 2018

Thank you for the wonderful review and taking the time to share your experience with us. ~Jessica

Thanks ms to Kris I now have hot water running amazing service!!

Reliance Home Comfort Response • Aug 15, 2018

We are so happy to hear you received amazing service. Thank you for your nice review. ~Haley

Received a letter on March 6, 2018 stating that a work order, for $452 is unpaid and requires my immediate attention. Since I had not had any work done by Reliance, I called the Accounts Receivable Department and left a message to that effect. No one called me back. Received the same letter on May 24, 2018. Spoke to a representative about the issue and was provided with an email, "...as per our conversation please disregard invoice received, that amount has already been paid." However I received the same letter on dated July 31, 2018. Called the Accounts Receivable department and asked to speak with a supervisor about this issue. Was assured this is an error on their part and she will investigate further and send yet another email stating that I don't owe them any money.The supervisor I spoke to suggested that people aren't doing their jobs properly.

Desired Outcome

I would like them to determine why I keep getting these letters and fix the problem, as they suggest in their conversations with me that they will. Provide me with documentation that the problem is fixed.

Reliance Home Comfort Response • Aug 27, 2018

I have been in contact with the customer, we determined the error and confirmed there is no balance owing. The customer is welcome to contact me directly for any further assistance. ~

Customer Response • Aug 27, 2018

I was contacted by Reliance regarding this issue and was sent a copy of the sales contract they had on file. The amount of the contract Reliance sent me does not match the amount on the sales contract I had. In fact, the signatures on their sales contract appear to be signed by someone else, as it does not match my signature at all or that of the salesperson. Which is very concerning to me.

They have waived the remaining balance, as a sign of goodwill. I am keeping paper copies of all correspondence, for future reference.

Thank you for your assistance in this matter.

Very professional. Arrived on time, was knowledgeable and explained things well. Great service call.

Reliance Home Comfort Response • Aug 13, 2018

Thank you so much for your nice review! ~Haley

Very professional, clean workmanship, courteous. A pleasure to deal with.

Reliance Home Comfort Response • Aug 13, 2018

Thank you very much for your great review! ~Haley

Friendly and professional service call tonight on my out-of-control air conditioner and thermostat. Figured out the problem and made sure it was solved before leaving

Reliance Home Comfort Response • Aug 13, 2018

Thank you for sharing your recent service experience with us, we appreciate your great review! ~Haley

We received very prompt and efficient service from Reliant for our air conditioning/furnace problem.
Thanks for making it so easy.

Reliance Home Comfort Response • Aug 13, 2018

Thank you for your kind review, we value your business. ~Haley

Technician Matt from Reliance was friendly, punctual, knowledgeable and efficient. He explained the repair and answered any questions Inhad. When the hot water tank stopped I placed a service call and it was done quickly and the technician was awesome! Thank you!

Reliance Home Comfort Response • Aug 07, 2018

Thank you very much for your kind review, we appreciate it! ~Haley

Service Technician was excellent

Reliance Home Comfort Response • Aug 08, 2018

Thank you so much for the wonderful review Daniel! We appreciate your feedback and are always happy to help ~ Penny

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Address: 2 Lansing Sq, North York, Ontario, Canada, M2J 4P8

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