Reliance Home Comfort

Whenever our water heater stopped working--something that would happen often--I would call Reliance and they would send a technician over to fix whatever was broken at that time. Lo and behold, it wasn't until the landlord came over and demanded a concrete resolution that a technician took ownership of the case and saw to it that the tank be replaced.

For a week, my wife, our 2 babies and I didn't have hot water. Every night I would boil water on the stove and bring it up to the tub upstairs, dodging toys and doing my best not to scald my toddler girl. A private plumber came to help, other people from Reliance came and finally, at some point, a merciful man replaced whatever valved needed replacing. It all happened before these warm days.

Now, when I tried to reach out to them, I was either "accidentally" disconnected while being transferred to a supervisor or placed on a hold for so long that I had to decide whether to wait or go back to work or tend to the kids.

Why didn't the previous technicians take action to fix the problem initially? Why did someone have to scream on the phone for Reliance to realize that something was badly wrong and needed fixing? Why was my family deprived of hot water for a week when I make all my payments as scheduled? Was I neglected and treated like a second-class citizen? If not, then why no amends were offered, no apologies made, no effort whatsoever to rectify this situation and right that wrong?

The bills keep coming as if nothing had happened, as if what my family went through means nothing.

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.....

We have an insurance plan with Reliance Home Comfort that allows for free maintenance and repairs. Our air conditioner stopped working on May 24, 2020. On May 26, we called Reliance and asked for a technician to assess the problem. We were booked for Saturday, May 30, 2020, from 8:00-1:00pm. No one came. No one called to notify us, or communicated in any other way. We called Reliance back on the afternoon of May 30; numerous attempts at trying to reach them were made (we were disconnected multiple times), and all attempts at trying to escalate the situation to the manager were futile. Finally we were able to reach customer support and we were told that we needed to book a new appointment for Tuesday, June 2, 2020, at the earliest.

The technician finally came on Tuesday and said the coil needed to be replaced and will be delivered either by the evening of June 2, or for sure June 3, 2020.
As of today, June 4, 2020, nothing has been delivered. We spent hours on the phone with Reliance, trying to figure out what is happening with the coil delivery. After numerous failed attempts to be connected to the Customer Resolution Services department at Reliance, we finally were able to talk to a representative, but no one knew what was going on at all, or how to even track the coil. We were told that the Customer Resolution Services would send an email to the coil company/and or would try to track the delivery, but no one can provide any concrete estimated time for the delivery. They keep saying "maybe today, maybe tomorrow,", and we will still have to book a technician to replace the coil once we finally do get it, which will also take time.

This issue is complicated by the fact that my daughter is immunosuppressed and develops painful rashes from the heat; opening the windows is also not a solution as members of my family suffer from horrible allergies to pollen and the weather is extremely hot at this time. We did mention these concerns to Reliance and they assured us it is on their file, but nothing has been done to hurry the process or do anything to help us further with this situation.

It has been incredibly frustrating dealing with Reliance over the phone as they keep disconnecting our calls, refusing to cooperate with our pleas to speak to a manager or to a different department, and seem to be absolutely clueless when it comes to their own company; it's as if no one knows what happened and the files don't exist, because we have to keep rehashing the issue from the beginning to each representative, and every representative we speak to has no knowledge of why the first appointment was missed without any communication in the first place, which delivery company they use, or which department to connect us to; they don't even know the tracking number of the coil. Every time we try to discuss this with them and to work out a solution, or to find more information, they refuse to cooperate and either hang up on our calls or we are disconnected, and this is unacceptable.

Reliance has not shown up for their scheduled appts. This has happened 3 times now. No hot water in house. Cannot bathe children. Customer service is not helping. I spent 3hrs and 40mins on the phone with reliance most of the time in hold while they looked I to why no one was showing up. They could not give an answer. It's been 3 days now without a water heater. Reliance customer service reps are not helping and do not know why techs are missing their scheduled appt. I pay for this service and yet the company has left me hanging. I no longer know what to do and have no one helping to resolve this. I have had a total of 2 days lost wages now as I'm waiting for this critical piece of hardware to be replaced in my home with consistent no shows for scheduled appts. Reliance even emailed me with confirmed times and yet no one has ever come.

I pay $50/3 months for system protection plan to cover furnace and a/c .called reliance for furnace repair on Jan 31( blower on furnace needed to be replaced) repair mad said he couldn't find the part that I needed to replace furnace. I found the part at the firs store I called for $732.97. I want reliance to re reimburse the cost of the part. They are offering me a very unacceptable $300 but is unwilling to pay for the remaining $432.97

I have been with Reliance for several years and have never missed a payment. However, for 3 years they have called me EVERY DAY numerous times leaving messages about a property I do not own amd am not responsible for. I have asked dozens of times for the *** to stop yet it continues daily.
I have no choice now but to spend additional money to have a court order these *** to stop *** me.

. We just got our brand new furnace and AC unit installed from them s in July of last year (2019). We attempted to turn on the AC last week during 30 degree heat, only to find out that the new AC unit wasn't working. We called, they sent a 'tech' out who said the unit was out of coolant, meaning there was probably a leak somewhere. He filled it to temporarily give us AC until someone else could come back and find the leak, as he admitted he was not skilled to do so. He then started to adjust the thermostat and fan within the furnace, as he said that the techs who had installed it did it incorrectly. After a very long time, the fan turned on FULL blast, much faster then it had previously over last summer and even the winter. So fast that I even questioned him as to why it was full blast like that. He said he had 'fixed it' and another tech would come to track down the leak. After an hour or so, the fan suddenly shut off and NEVER came back on. So we, yet again, waited nearly 2 hours to get a hold of someone to book another appointment. This second tech came on Wed May 27th. He went directly to the fan and after quite some time, determined that whatever the first tech did 2 days prior, had completely BLOWN the electrical board inside the furnace. He said that they would have to order a new one, and the fact that the first tech was able to FORCE the fan to work was unbelievable. Its now been 6 days since the second tech was at my home and we still do NOT have any resolution to this, nor do we have any AC. This is completely unacceptable service, especially for the fact we're paying a huge amount for brand new AC and furnace units that are less then a year old, ***.

I purchased my home (which is my current address) in May 2018. In doing so, I apparently inherited the water heater rental agreement from the previous owner. No contract was ever presented to me for authorization or review at this time, or any other time following. However, Reliance did contact me, several times, insisting I enroll in their rental service. I agreed over phone, and they have been taking payments from me via pre-authorized debit, once every three months for approximately $90 + HST. Still no formal contract or agreement has been supplied to me. Their rental fee apparently includes free labour and maintenance, should you require it (I've never used it once since being here). The water heater was installed in 2009, making this unit 11 years old at time of writing. I called last year, asking about buying out the tank and cancelling the rental agreement, as it didn't make sense to pay so much for something so old. They told me the buy out was approximately $530. This was too much money for me at the time, so I declined. I called again today, and they told me it was $631.50 to buy the tank. I asked why it has gone up, they claimed it was because the "market value of the tank has increased", in their words that meant that buying the same tank, brand new, had a price increase, therefore my tank's value has increased. My tank is eleven years old. A similar tank today, brand new, is about $950 plus tax and installation. Eleven years ago this would be much less, due to inflation. How can an eleven year old water tank be $630.50, when a brand new one is $950, and rental fees have been paid for eleven years (approx. $30/month +HST), and the tank is rising in value every year? They instead offered, however, to give me a monthly forgiveness for three months on my rental fee if I stay with them for another year, but refused to lower the amount of the buyout. I declined. This seemed like a suspicious business practice to me *** so I asked to see a contract so it may be reviewed. They are unable to present one, said they may be able to send one later. I want to stop paying this company, as they have provided me with no service and are using escalating buy out amounts (that are overvalued in the first place) to coerce me into agreeing to their monthly payment plan.

lock you in to ridiculous rental agreements and make you pay 5x the cost for equipment over its expected lifespan. Sane people purchase their water heaters so of course I tried to break the contract for our nine year old unit that came with our new house. First time I called they wanted $807 to break the contract. I laughed and told them I'd buy and install my own thanks. Just before going to pick up my new $600 water heater from *** I thought I'd give them one more chance to recoup their impending loss..the response was that the buyout price increased to $950, and $350 for Reliance to pick up the rental....well since I wasn't born yesterday I laughed at them and picked up my wonderful new top of the line heater which got installed for $300. Payback period is less than 4 yrs

Monday May 25, 2020
Call in at 7:19 am with a/c issue-tech (Sean) came out and determined there was a leak in the coil. They did not have the part so he ordered it and had it sent to my residence and was told there would be a phone number attached to call when I received the coil to book an appointment. I was told this was a 2-4 hour job.
Tuesday May 26, 2020
@8:30 am the part arrived-called @ 9:21 am to setup appointments. Waited on hold for just over an hour to speak to a representative. He was able to get me an appointment for same day for 2-4 pm. At 3:32 I call again and wait 1 hour and 8 minutes to talk to a representative once again only to be told I'm not in the system for a appointment. The best they could do is book me in Thursday 1-5 pm. Unfortunately my hands were tied and was forced to accept. This time I was given a job # XXXXXXX
Thursday May 28, 2020
My appointment was for 1-5 pm and now fearing issues again I call at 3:25 pm to check status and was told all was good and a technician would still be there.
Received a call 5 minutes later @ 3:30 pm from the technician stating he would be late but would be there by 6:00 pm.
It's now 7:22 pm and once again I call. After being given the run around and being put on two long holds I'm told the technician would not be coming for 2 reasons-1 coil replacement would take a couple hours and this should have been booked in for an earlier time 2-the technician that was suppose to come does not possess the skill set to install the coil. Both of which you would think they have access to this info when booking. I was then informed they can set me up with another appointment June 2, 2020 (unacceptable)
I insisted on speaking to a supervisor and was told multiple times that it would not help because I would get the same answer. After multiple attempts they took my info and I was told I would get a call from a supervisor within an hour.
8:53 pm received a call from the supervisor and the last person was correct, she could not help me. Although she gave me the number to call in the morning and ask for CRS department and was told they could help me.
Friday May 29, 2020
Call the number given @ 8:25 am and told them what I was told from the supervisor and I needed to speak to the CRS department. So they go through there regular name-address-and all that only to when done being told to call back at 9:00 am when there open.
Call back at 9:02 am and talk to a supervisor in this department(I won't post names) she did seem nice and understanding and said she needed to talk to another supervisor about what they could do.....still waiting!!!

Constant issues with my hot water tank rental. Reliance keeps sending service technicians that can't solve the problems and to reschedule the next service technician takes days. I have a 1 year old child to take care of and they don't seem to care.

Had a service plan with Reliance. My furnace broke down and AC was not working. The repairman showed up, tried to restart it, wouldn't work and advise my furnace would need a new motor and that I would take weeks before Reliance receives it and fixes it. Suggested I get a new furnace as mine was 14 years old. Lucky for me, I have a friend in the business and the part was available and could of gotten it within 24 hours and installed. My house if over 30 degrees due to the heat. No way to treat a reliable customer. Be careful with pressure sales tactics.

they used their hard sell techniques on me and actually convinced me to sign a contract to rent a furnace and water heater for $150 a month ($1800 a year, not including fuel costs) I tried to explain that the money to buy a furnace was no problem for me, but they led me to believe that renting was a BETTER option than buying. after doing the MATH and reading about the reviews, I cancelled their contract and i'm sure glad that I did. I don't appreciate being *** into a contract that makes no sense for my situation. Their advice would have ended up costing me thousands over the years without any benefit.

I didn't sign up for a rental contract , I wanted to buy my own equipment but they *** me with rental contract .
My old equipment(furnace and water heater) got stolen by your installers(the water heater was fairly new).
They put a lien on my house without my consent.
When the furnace quit working, I spent 4 days without heat in my house.
The installers broke the floor grate in front of the washer and dryer during installation, they claimed that they will bring a new one and never happened, after 2 years of complaints still no answers from the company.
The last tech on the house climbed the brand new washer and dented it.
Resolution center never call me back about this issues, I called many times and wasted too much time on the phone.

We had the repair man come over May 11 to fix our non working air conditioner that is on contract with them. Its 9 months old. He said the mother board went and is under warranty and would order. I received a text message saying part will arrive May 15. I phoned multiple times to the company and they have no idea what I was needing. The service man never ordered a part. After several phone calls trying to reach a customer resolutions team member and being directed to people that couldn't help me- I sent 2 emails to the company directly. None of my emails have been answered and I still am no further ahead and have no part for the air-conditioner. The company has poor service and will not respond to my requests. The people who answer their phones have no idea how to help me or no interest.

I am looking for a way to ensure my problem is addressed and fixed as I pay several hundred monthly for a broken machine.

25 years with Reliance, never a missed payment and when we moved they treated us like we were a terrible client. When we received our offer to sell our house, I called to ask about the buyout of our water heat (which was $105) and tell them our move date. When we closed I misunderstood and thought our lawyer would pay it out upon close but as it turned out it was our responsibility. I admit my mistake. It took me several months to notice that the payment was still coming out of our account. When I called the buyout amount was still exactly the same - apparently it never goes below $105. There was no wiggle room and they would not use any of the payments we had paid towards the buyout amount. They profited $300 plus $105 for absolutely nothing. Obviously the new owners thought they owned it and thus never called for any service. Zero loyalty to long term customers. Would never deal with them again. We actually need a new furnace and air condition at our new home and will NOT be calling Reliance to get a quote!!. So I hope the $405 is worth losing a long term customer over.

HORRIBLE EXPERIENCE! I've been a customer with Reliance since I moved to my house in 2015. Been paying for their protection plan for the furnace and water tank since then. Two weeks ago, my furnace stopped working and they said that it's an issue with the chip (covered by the protection plan) but it is obsolete and they cannot get it. The tech they sent three times (all visits were less than 5 min long) didn't really care to check and his only response was you have to buy a new furnace. ***. Whenever I call to speak with customer resolution in order to see why they wouldn't cover it, I'm put on hold for so long and then they say that my furnace is obsolete and that their suppliers don't carry this part. This is the biggest company in the area and they can't get it?? ***! WHY WOULD YOU CHARGE ME FOR THE PROTECTION PLAN IF YOU KNOW THAT THE FURNACE I HAVE DOESN'T EXIST ANYMORE?

Trying to get through to billing with no success. Reliance have been taking $33 as automatic payment for over ten years, but I lost my credit card in April 2020. They keep sending us bills but according to a previous conversation in April 2020, we have not had an account with them since 2009. In which case they owe us nearly $4000!!
We are frustrated to say the least.

called last evening at around 7pm because of leak in pipes exiting my hot-water tank. the repair driver "Chris 111242" was here befor 8am and had repairs done in under 20mins. very friendly/clean/ professional/knowledgeable. Thank You for your company's trusted and honest business and workers.

. We had a salesman come in Dec 2019 to talk about a new furnace and air conditioner. We decided on furnace pkg A but 2 days later my husband called the salesman and said we had decided to go with pkg B instead. He said no problem and 2 days later Pkg B was installed. Probless began in Jan 2020 when first bill came and it was for pkg A . Since pkg A came with a credit for 5 months we owed no money but we had pkg B and we should be billed. Immediately called salesman and he said he would take care of it. Feb bill came and was still for pkg A. Called salesman and he said he would have a supervisor call us. No one called and after calls weekly to billing no one returned calls. Finally spoke to someone in Presidents office April 4th and said would be taken care of here we are the middle of May and still nothing resolved. We now owe for 5 months of rental of pkg B and hot water rental. We need this resolved