Reliance Home Comfort

Requested emergency call out on Sunday, June 3 to repair a burst water pipe at my rental property. A technician attended the residence in a timely manner, but he told my tenants that he did not have the tools to repair the pipe and would have to return Monday evening. My tenants pointed out that it was a standard water pipe and that he should have tools to repair it in his work truck. The technician stated it was a new truck and not stocked with any supplies yet. My tenants pointed out that the parts could be purchased at *** which was open at the time. The technician stated he did not have a *** card and could not purchase items from ***. I paid $271.95 for this call out because it was an emergency and we needed it repaired immediately. If I wanted someone to come and fix the pipe 2 days later I would have called and made an appointment for that time. I had no issue with the call out fee, assuming the technician would come prepared to actually fix the problem. Instead, my tenants ended up fixing it themselves with parts from *** and the tech never even bothered showing up again as promised. Further, I would like to mention that the pipe had already been repaired by a Reliance tech less than 5 months earlier, so I believe it was not repaired correctly in the first place. I submitted a complaint about this directly to Reliance on June 4 and I am still waiting for a response 2 months later...

My parents (homeowners) entered into contact with Reliance for a rental water heater. When they signed it, they were misled into believing that the contract was required by the City of Toronto in order to continue their hydro services. As they didn't speak English and do not understand the North American culture, they did not question the sales representatives. Now, they would like to cancel their contract and was told it would cost approx $1200. Given the confusion around the original signing of the contract, would it be possible to reduce the fee to cancel it?

I signed up for the protection plan when my furnace was on the fritz and a reliance rep came out and suggested it. A month later, I made the decision that I was going to replace my furnace altogether, so I called in April to cancel my "Heating Maintenance Plan". I called the the number I can find on the bill, was transferred to a lady rep. She took my info, told me it was submitted.

Then I got billed in May, June and July. When the July bill hit, I called again to ask why I was still being billed and that I still wanted this cancelled. I was transferred to the exact same lady rep, who confirmed with me that she cancelled it in April and wasn't sure why I was billed still. She resubmitted the request for cancel.

Now it's august and I just got ANOTHER bill for this plan that I cancelled 4 months ago.

I have to pay the bills to avoid some sort of collections that can *** up my credit, and this seems to be the *** they're running. Just keep billing people and never cancel, with no way for me to do anything about it except call the same person that can't cancel it?

At this point, I'm pretty upset about this. It's not a lot of money, but it's the fact I feel like I'm being ***med by this company that will not cancel my plan.

4 months since cancel @ 11.29 a month. CAD. I fully expect I'll be seeing a bill in September as well as they don't seem concerned about stealing from me.

Please see the attached complaint provided by the consumer. Called Reliance for service on AC unit and circuit board replaced on July 16 however, issue not resolved. Have tried contacting Reliance on a number of occasions to no avail.

Reliance home comfort created an account with my personal information on their system without my authority and charged a fee for that and contacting me to pay the outstanding amount for a water heater tank which I never used and was already picked up by them. And the phone operator said if I didn't pay the amount it will go to collection

. I live in a condo building and we have heat pumps on contract with reliance. When people call them the first thing they say is we don't have your name in our system. Finally service will show up and will say I have to order parts, they never have parts in stock. We have over 200 units on contract with them. Some units in our building had no ac for 3 months ***.

In November 2015, an agent from *** knocked on my door and offered me A rent-to-own furnace and hot water tank payable for 4 years. I've been paying for 2 years for the products. Early this year, I received a letter from Reliance Home Comfort that they are going to be our new provider. On April 9, 2018, our furnace stopped working so I called reliance to fix the problem. The technician came in to fix the furnace. He also informed me that the unit is a rental unit that is why I don't need to pay the service. In confusion, I decided to call reliance then I found out that the unit is a rental unit and the contract that I signed was rental only and was not a rent-to-own contract. Additionally, every time I call them to settle the problem I was transferred to different person wherein I have to repeat my complain from the start which is very frustrating. I spoke to one of their agents who gave me 2 options: (1) to cancel the contract, I have to pay the penalty of $6843.00 and they will remove the unit. (2) Buy out the unit for 7243.47 + tax and installation fee. I asked them to give us consideration because I got *** by the ***. But, the agent told me that he can only less $100 if I will buy out the unit. I told them that I could not pay the said amount. He replied that he could not do anything about the problem. If you could get back to me to talk about the issue that would be awesome. Thank you.

Two home inspections were completed for the installation of a wall furnace in April 2018. An offer/estimate was made by the company, which was accepted. First installation date: June 8 - Reliance emailed in the morning, crew may not be available. Received email in the afternoon, crew not available that day. Second installation date: June 15 - Crew arrived and cut into the wall for the furnace, but soon left as they did not have the correct venting. No word after that. We called the company by 3:00 pm to see if they would be coming back, they did not. The following Monday we received an email advising that the furnace could not be installed. Time was taken off work for two home inspections, two installation dates and now we have damage to our wall. On June 29 the company advised that we would receive $500 as a settlement as part of their "Frustration Guarantee", a cheque would arrive in the mail within two weeks. It has now been over THREE WEEKS and we still have not received any compensation.

I replaced my old central airconditiong unit on August of 2016 with Relaince Home Comfort. during the start of the extreme heat wave in Toronto, on July 02, 2018, my airconditioning broke down. I contacted customer care immediately and the next day, on July 03, 2018 the serviceman came and suspected that it was a leak at the condenser coil. He told me that another serviceman (from *** Home Services ) will come to check the unit again. So the 2nd serviceman came on July 05, 2018, same diagnosis and I was told that a 3rd sernior techman ( also from ***) will come next day (July 6th) to check the unit and he came & confirmed that it was indeed a condenser coil leak as previously diagnosed by the two servicemen. I was contacted by Reliance Customer Care that they will have to order the parts from the U.S. & that I have to wait for the parts to arrive & then call them for someone to replace the parts. As I was waiting for the parts, the heat inside my house was so unbearable for me & my wife as we are both seniors and both have health issues. We live in a townhouse without a backyard and a little front yard & our unit is facing Northwest, so one can imagine the heat that we have in our little townhouse. So I call customer care again for help, pleading them to provide a temporary solution to ease our hardship, one particular customer agent stand out, she is ANDREA. She was the one who stayed with me on the phone for a long time and tried her best effort to find a portable airconditioning unit that we can use to alleviate our suffering. The 12,000 btu *** unit was delivered on July 13, 2018 & the delivery man Vijay even helped & installed it in our 3rd floor bedroom. On July 19th, the condenser coil arrived & immediately I called for service. The techman came very much ontime as scheduled & immediately noticed that it was not the coil leak as previously diagnosed & confirmed by 3 tech guys but it actually is the compressor that was broken. I was so glad that Reliance dispatched Mr. Arash P., a HVAC Technician to come & do the work and it was the one actually found out all the missed diagnosis by previous 3 techmen. He immediaytely contacted the Service Manager Mr. Aaron C. and reported to him the problem. He also contacted the Toronto Installation Manager Mr. Rishi C. to scheuule a replacement of the unit with a new one, since my wife & I have suffered enough for almost 3 weeks. All of them took immediate action and call for sameday complete replacement of my aircon unit. I wish to express my appreciation to all these wonderful people, starting from Andrea, ARASH P., AARON C. & RISHI C. for their dedication to service and last but not least Mr. Adam K. & his companion who came & installed the new unit, who showed extra care & to make sure that the new unit is running accordingly. ONCE AGAIN, THANK YOU SO MUCH TO ALL OF YOU. YOUR HELP & YOUR DEDICATION TO CUSTOMER SATISFACTION ARE GREATLY APPRECIATED.

. I was entered into contract automatically by buying the house with the rental heater. They billed me and made the first bill due before their welcome package is mailed to me. The welcome package says if you pay your first bill, you agree to enter into contract with reliance. I didn't know this so I paid my first bill to avoid a late fee and I entered into this ridiculous mess. First, they messed up my name and it took me multiple calls to fix it even though they promised me to fix it on the first call. Second, I wanted to cancel the water heater and they would charge me $450+TAX for reliance to pick up their water heater. If I buy out this 7 years old water heater, it's $1200+TAX. A brand new water heater of the exact same type and size costs $899 in ***. By paying $80, I get 6 years of warranty so I don't have to pay anything to get it fixed for 6 years. Renting from reliance for 6 years costs $2574!!! Not to mention they raise the rental fees every year. I decided to return the water heater to their branch for no charge. After I returned it, they still bill me and gave me a late fee even though I am not renting it. I called them twice trying to get this resolved and it still hasn't been resolved. I am just worried about my credit history for the late payment. Why does it take so much work to get rid of this water heater. Even if I got rid of it, they still charge me.

reliance Home Comforts

Service Call

Mandy B. set up a service call for me and for everything I threw at her, She handled everything
amazingly.I appreciated the professional manner in which she handled it all.

Michael, The service tech, I can not express my happiness with his Polite conduct and professional attitude. He took the time to talk to listen to what I had to say of what I thought the problem was, He then proceeded to explained to me what the problem really was and why. Michael took the time to make sure that the area he was working in was clean at all times. He even took two phone calls to help other co workers with what they were dealing with. After he cleaned up his tools and handed the bill over to me he then proceeded to go over the bill with me and explained to me what he did and made sure that everything was written down on the bill and on the heater tank sticker. A great guy who'll stop short of nothing to see that a positive client experience is had. I have run out of descriptors for the service excellence that Michael carries.

I was speechless. Thank You So Much!!. I am very happy and words can not express my gratitude to Michael and to yourself. Thank you both very much for handling this with great customer care you both are a great asset to Reliance and I hope that they take great care of you both.

We have no hot water in our rental unit. We called Reliance on Thursday July 12 and were advised that a technician will be sent within 24 hours to get that issue resolved. I technician arrive on July 13 at 6pm and advised that a flame sensor was broken and will be ordering that part. When we called on 14 July to get a status on our order I was told by the supervisor that they still have no idea when the part will arrive. This was completely unacceptable when on their website they advertise providing resolution within 24 hours. I am without hot water for 48 hours and still no resolution.

Signed a contract to have a new furnace, a/c, and water heater installed in my home by reliance. upon asking for proof of licenses, insurances, permit they ignored me until install day then canceled our contract because I was demanding the provide proof of all the legally required information before letting them onto my property... ***... ***. The building inspectors and electrical authorities are all aware that Reliance uses un-licensed personal and will "cut-corners" throughout the install..

After not showing up for a booked appointment (took day off work) they rescheduled on another day 3 weeks later. No apology was issued. As I paid for the year I did tell the person I spoke to that "no I would not be calling anybody else about my complaint I would be finished with their service after their final service " (another day off work). They continued to send bills for a monthly plan. Now for the past 6 months I have been *** weekly by phone (some weeks multiple calls) and they still continue to send bills for absolutely "nothing" .

I had a water heater issue in March, 2018. A technician arrived and took care of the problem. At the time, he suggested I consider paying into a heating, cooling, and plumbing plan. I explained that I needed more information, and the technician agreed to have the company send out some literature to me about the plan. Nothing was ever sent to me. I just received a bill for over $100 for a plan to which I never subscribed. When I called in, they advised that I actually owe $160. When I and asked them to retrieve my subscription agreement for the pla, they said they couldn't find it (because it doesn't exist). The representative on the phone said I should call back in a month to see if I would be credited the $200 for a plan in which Reliance enrolled me without my knowledge or consent. This business has used a very dirty and underhanded tactic in enrolling clients in their plans, and I would be very apprehensive to work with them in future.

I bought a home that came with a water heater rental from reliance. I called to find out the fees to cancel. I was on hold for 30min and then took another HOUR on the phone for the person to go through my contract and provide me with the fees. They said it would be $75 for ME to drain and drop off the tank and $150 to cancel the contract, a price that is specified in the contract. I took that info, looked into different options and decided to go ahead and cancel the contract. I called back to cancel and lo and behold, the drop off fee was raised to $100 and the cancellation fee raised to $500, despite it specifying $150 in the contract!! They insisted on these new prices despite having it writen in my file that they had quoted me $75 and $150 previously. Unbelievable. I've never dealt with a company that knowingly goes back on what they said, TRIPLING the fees from one phone call to the next. Moreover, I wasn't even the person who signed the contract in the first place, it was the previous owners.

Be careful what you ask for!
I talked to a reliance technician about the Plumbing protection plan and asked him to send us some information. Never received any information, but two month later the plumbing protection plan was on our bill. When I called the company to take the plan from our bill I was told that only my husband is allowed to handle the billing, the account is under his name, and the representative hang up on me!
Although we are satisfied with the service for heating and air-conditioning, this incident is not acceptable.

Once again my service appointment is nowhere to be found in their booking system. I originally made an appointment for August 1 for the maintenance service the thermostat says is due. Made the appointment, someone called and changed it to July 8 between 8 and 1pm. Yup, you guessed it, no one showed up. Called their office to find out what is going on, no record of either appointment. Could only find one that was canceled in May. Took her some time, but realized the May appointment was the one from last year that they didn't show up for either. That took 3 or 4 bookings to complete. So now I am back to the original booking I had made but I will be surprised if anyone actually shows up. ***. It is my intention to call customer service tomorrow and file a complaint with a supervisor.

Excellent service provided to me today ...the man explained the issue and had the part installed quickly...I would rate my service man 10 out of 10

This company does not honor its CONFIRMED appointments!
***
A heat wave hit the area over the Canada Day weekend and we have no air conditioning. On Monday July 2nd, we booked an appointment for an air conditioning consultation through their online booking tool for Tuesday July 3rd at 10 am. We received an email confirmation. On July 3rd at 10 am, no representative. We called the number provided in the email, they apologized and they rescheduled and confirmed an appointment for July 4th at 8:30 am. We received a call late on July 3rd apologizing and stating they would be unable to honor the July 4th appointment. A new appointment was scheduled and confirmed for Friday July 6th. We received a call on the afternoon of July 5th stating that THIS appointment could not be honored. *** Had they said upon the first phone call that they would not be able to come for a couple of weeks, that would have been OK.