Reliance Home Comfort Reviews (%countItem)
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Reliance Home Comfort Rating
Address: 2 Lansing Sq, North York, Ontario, Canada, M2J 4P8
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Gurmeet was punctual and courteous. It didn't take long for him to diagnose the problem and have a fix. Thanks for your efficiency and professionalism, also to make the long weekend a better & bearable one for the family. Thanks again
This is wonderful to hear, thank you for your kind review! ~Haley
Called Reliance because of an issue with the pipe from the water heater. Spoke to a very knowledgeable and friendly service advisor and an appointment was arranged right away for the same day
Technician arrived very friendly and knowledgeable also, problem fixed within minutes
Thank you for the prompt and friendly service
5 stars all the way
We appreciate your 5 star review. Thank you for sharing your recent service experience with us! ~Haley
Excellent and quick and professional. Service guys are very clean, experienced and friendly. Great experience all in all.
Thanks Reliance team
We are so pleased to hear about the recent great experience you had with us. Thank you for sharing! ~Haley
This was in Ottawa Ontario, which was not in your listNot in Oshawa.
I received a bill by e-mail and telephone calls for an overdue account for a service contract in which I never entered.
In January, my heat was not working and I booked a consultation with reliance. The serviceman stated that my fan was broken. I got a quote that he said was good for 90 days or so. I declined to proceed with the job at that time. I agreed to pay the consultation fee of $99 and the full charge of $111.87 went through on my credit card on Jan 2. I received a yellow carbon copy receipt of this agreement, which was an agreement of the fact that was accepting and paying the diagnostic fee; waiving the repair; and acknowledging that the quote expired after a certain time.
I declined any and all actual work or service from reliance. I just called to settle this bill but the "service was down" and I could not be helped.
I then emailed the privacy officer on May 2 with a complaint about this and the breach of my personal information by calling me and emailing me on the premise of a fraudulent bill and received no response.
I am requesting a full waiver of this bill as well as a document from your company stating that I never had a past due account with you, for credit purposes. In addition, and under my rights within privacy law, I require the following information:
I added this in my e-mail:
"Please explain why am I getting a bill from you.
Please provide me with copies of all receipts that you have under my account.
Please confirm that you will delete all of my personal information including address and email from your databases: I do not authorize you to be in possession of this data.
I expect a prompt resolution of this matter."
I never got a response.
On May 14, I called again and they cancelled the account. They said that they would send me a letter stating that I never had an overdue account and never agreed to a service contract.
The woman on the phone acknowledged that the only paperwork that they had on file for me was exactly what I described, with no service agreement. She also admitted that the technician would make commission from that service agreement, so all signs are pointing to fraud.
I need to ensure that this has not hindered my credit. I would also like a call from a senior manager in the company who can explain to me what they will do to prevent this type of practice.
Good Afternoon, I have reached out to this customer to assist with her concerns. I sincerely apologize for her poor experience and appreciate the opportunity to assist. She is welcome to contact me directly at any time.
Thank you.
I bought my first house in Brampton in November 2016. It was written in buyer agreement as hot water tank(if applicable)". It was not clear if property has rental as I have never received any formal communication from Reliance home comfort until May 2018.
As per my understanding contract with previous owner was from 2009-2016. After I bought the house in November-2016, I haven't received any letter or information from Reliance home comfort until last week( May first week). I have contacted Reliance home comfort when my hot water heating tank was not working in October-2017 for help. Customer service told me that I or my property do not have any account with Reliance home comfort. After talking with customer service and three days without hot water, I bought a new water tank from *** and get install at my property. I also spent money to dump old Hot water tank. As per document which I have received last week, new agreement start on 24th April 2018 without any contract. I need to know who asked and sign for new contract.
After received first bill, I contacted reliance home comfort resolution department, where resolution specialist accepted that I did not get any service from November 2016 until now from Reliance home comfort and she close the account permanently.
Yesterday I received a letter from Reliance home comfort as Final bill
Previous bill $148.66 no date mention for bill period
and water heater rental $4.88 (may 3 -may 8, 2018)
Total bill due on May 24 which is $154.17
My question is to Reliance home comfort is to why should I pay if you didn't give me any service from the day I bought house( November 2016). Why did not you inform me about the service you provide or any information ones the owner change in November 2016. Why did your agent told me that I do not have nay account with my name or my property. Who is going to pay for the hard time I and my family had for three days without hot water and stress.
We apologize for any frustration and inconveniences we have caused the customer.
I have reached out to the customer directly to advise the rental account was closed and all adjustments have been completed. There is no balance on the inactive account.
The customer is welcome to contact me directly should the have any further questions or concerns. Thank you
A reliance sales rep knocked on the door and asked is we would like to try their water filtration system free of charge for a short period. The rep noted that if we decided to change our minds about the system that they would remove it hassle-free. Since we already have an existing system we wanted the reliance system removed after a couple days of use. After calling reliance, they said we were locked into a contract. This has been going on for over a year now. *** the sales rep, noted that he was going to remove one of the existing water systems but this never happened. *** is also not answering his phone when we call.
*** (Sales Rep)
we would like to have the entire water system removed from our home.
We have recently acquired this contract from ***, therefore the representative the customer mentioned is not an employee of Reliance Home Comfort.
Due to the concerns with the contract we have decided that *** is best to handle the concerns going forward. We have exercised our right not to acquire this particular contract. We have informed the customer that any account opened will be closed and any billings will also be reversed. We will be notifying *** of the above. We wish the customer best of luck in their pursuit with ***.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Could Reliance Home Comfort send me a copy of the contract.
2. I want Reliance Home Comfort take the water filtration system back.
The adjustments will show on the customer's next statement. We suggest calling *** directly, as they can confirm the service from us has been cancelled and that the charges have since been adjusted.
(The consumer indicated he/she DID NOT accept the response from the business.)
I called ***, and they said the service from Reliance has been cancelled. Thank you so much. But I still don't know what should I do with *** or the sales rep, because I feel they cheat me.
We have been renting water Heater at our houses from Reliance and in addition we also have protection plan from Reliance.
On January 25, 2018 due to sudden explosion of drain valve of the rental water heater water damaged some areas of our unit No. 2 (our Unit) and mainly unit 1 which is located under our unit.
As Reliance is the sole owner and maintenance taker of the Rental Water Heater, Reliance is solely responsible to fix up/repair the damaged area caused by the old water tank for both Unit 2 (our unit) & unit 1 (under unit).
I have submitted all repair cost, estimate and picture of damages that reliance asked of me. I have also requested reliance in past to change the water heater tank as it's a more than 10 years old tank. But reliance ignored all my request email, latter and phone calls. It over 4 month now and I am stressed out, struggling, not able to deal with this situation, being pressurized by management and other unit owners for repair of the damages that were caused by reliance water heater tank.
As I am renting the water heater tank from reliance to my understanding reliance must be 100% reliable for their equipment and damages that caused by their equipment and reliance should have their insurance for any sort of issue and damage cause to properties by their equipment.
The cost of damage was estimated over 17000 dollars (drywall damage and flooring damage) but reliance only agreed to pay 1500 dollars for this settlement.
resolution i am seeking is that reliance should pay in full for the damaged that were cause by their equipment to properties.
Good Afternoon,
I have confirmed that our Legal Claims department has since been in touch with this customer to offer their assistance with this issue.
Thank you.
On Feb 6, 1018, I had Reliance replace my furnace, as the blower was not working. At that time I also had a new air conditioning unit installed as they said the coils were worn out on my current unit. I also had a 40 gallon gas water heater installed.The technicians who installed the furnace & air conditioning unit, seemed very competent. They finished up about 2:00 p.m. They had arrived at 7:00 a.m. in the morning. The technician who was installing the hot water heater was very disorganized, & seemed confused about how to install the unit. He was in my home until 7:00 p.m. He brought a trolley cart into my home to load the old water heater on for removal. Finally around 7:00 p.m he moved the old water heater on the trolley through my kitchen & propped the kitchen door open to move the trolley through. I asked him if he needed help with moving it, but he said no. I suggested that he call his boss ***, at Reliance, to get another technician to come back and help him take the trolley out the side door of my home. He said that was wasn't necessary. He got the trolley to the top step of my porch, and it tilted, & he lost control of the trolley. It hit the top step, and went down between the wall of my house & the top step. At that point, he pushed it forward & down the next two steps, hitting the wall of my house, breaking the bricks, snapping the concrete & pulling insulation out through the bricks. He proceeded the struggle with the trolley until he got it to his truck, loaded it up, & drove away. By this time it was dark outside, but I could see orange chunks of brick on my driveway, & after he pulled his vehicle out of my driveway, I saw the damage he had done. My neighbour came over, & we took pictures of the damage to the bricks, concrete & insulation, & pulled back the rug on the porch to see the damage all down the side of my house. I contacted *** the next day, & she said they would have someone out to take pictures & check the damage. I called her almost daily, as I was concerned about the ice & snow causing more damage to my home. She never returned any of my calls, & I finally called an 855 number was & transferred to another agent ***. She gave me an incident #***. I should mention that I had a full energy audit done before having the furnace, & air conditioning & water heater done. I did everything that was recommended for the audit, & also followed up with the second audit to check the work had been done as agreed. I had insulation upgraded, caulking, attic hatch reinsulated, & paid for both audits. The other agent gave me an incident number for the problem, but then she passed me of to another agent in legal dept, who did nothing, but passed me off to another department in London. The lady in London informed me I would have to place a claim through my home insurance, or pay out of pocket and wait til they reviewed my claim & decided if was valid. I got quotes on the repairs, & fixing the steps will be over $2000, providing they don't crack when they are moved away from the house, & doing the brick & concrete work will be about &750.00 I am so disappointed and amazed at the lack of customer service I have received, & to think I could pay out of pocket for their installers damage, is ridiculous. I am a widow, with osteoporosis & limited mobility, My husband passed last January. I have photos taken by several people, documenting the damage to my home. My stepdaughter was very angry & disgusted at this mess. This is my home. I am sad & angry that Reliance does not respect the fact that I did nothing wrong, but they expect me to step up & pay for the damage. They basically ignore my concerns, & tell me that they aren't insurance providers. However in on my contract it states there is a Property protection guarantee where damaged property will be replaced or repaired. That is what I want!
I want the damage repaired to my home. The steps have to be lifted out, so the repairs can be done to the concrete, brick work & insulation. If the steps crack when they are lifted out, I want reliance to pay for the repair. I am only asking for legitimate restitution to this problem, & all the time and stress involved with trying to have resolution. No one at Reliance seems to understand that someone needs to step up & own this issue. This is a performance issue, obviously, but I dont feel I should be the one bearing the brunt of the problem. I want Reliance to honour their Property Protection guarantee, & have the damage repaired or replaced to my property. That is what good businesses do! Keep their promises, & value their clients. So replace the steps, repair the brick work, fix the concrete, & replace the damaged insulation on my brick work. Reliance should provide customer service training, telephone manners, & follow-up to all of their staff. That is called integrity.
Good Morning, I have been in touch with this customer and have presented her concerns to the Service Manager and our Legal Claims team. She is welcome to contact me at any time during this process for assistance.
Thank you.
Thank you for your response. I had an email from a representative named ***, from Reliance on May 29/2018 @ 11:47 am (yesterday), stating she had forwarded my file to her legal dept,@ Reliance for consultation. She said it would normally take 5 to 10 days for a response Shortly after, the email arrived from you, saying we had received a response from Reliance. I find this very confusing. If that is the only response, it is absolutely not satisfactory. I do not accept that. Is there a chance the response has not been sent from Reliance yet? This damage has to be fixed. I have lived with this damage since Feb 6th, 2018 & the damage was caused by their employee. I do not accept that they are just going to ignore my concerns & close my file. I am very concerned. Please advise what I should do.
(The consumer indicated he/she DID NOT accept the response from the business.)
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been dealing with this issue since Feb 6, 2018, & to say it has been stressful is an understatement. Reliance made me an offer which would leave me out of pocket $900.00. That is unacceptable. I am a widow on a fixed income, handicapped, & have limited mobility. Reliance has copies of the repair quotes, and pictures of the damage caused by their employee. All I am asking is that my property be returned to original condition, prior to the damage. I am not asking for anything more than that. I am a fair, patient person, but this incident has made my life difficult, to say the least. Expecting me to accept less than the quoted amount of the repairs, is unfair & unacceptable. I did nothing wrong in this situation, & if their employee had been upfront & honest, this could have been resolved in a more timely manner. The quotes I received were for $2,913.16. The offer I received was called a Good Will offer. Leaving me out of pocket $900.00 does not seem like good will to me. I will accept a settlement to pay for my repairs as per my quotes. I have been more than patient & understanding these past five months & want this issue resolved. This does not reflect excellent customer service on Reliances part, & makes them look as if they do not honour their Property Protection guarantee! I will accept full compensation for the repairs quoted in my complaint. I am not asking for anything else. There was no flooring, or furniture involved in this claim. It was all outside damage to my home caused by the negligence of a Reliance Employee. My Porch & steps were pulled away from my house, & the brick, mortar & insulation was pulled right out of the wall of my home below the steps. The porch has to be moved out, so the damage behind the steps can be repaired, then replaced so the damage can be repaired to the brick, insulation & mortar on the side of my home. If the porch cannot be moved successfully, it will result in the foundation being damaged. I do not understand why Reliance keeps referring to furniture & flooring damage. All damage was outside caused by the dolly being dropped between the porch & staircase with the hot water tank on the dolly. That is what caused the damage. The steps were pulled away from the house & cracked. Plain & simple. That is why I supplied the quotes in detail for the cost of repairing the steps, the brick, mortar, & the insulation pulled right out of the wall of the house. The hot water tank tipped the trolley over against the house, which in turn fell down between the steps & pulled them away from the house. When the trolley hit the wall, it damaged the brick, concrete, mortar & insulation. That is all outside as the employee tried to move down the side porch with the water heater placed on the trolley. There is no furniture or flooring involved in the equation. It is all outside damage to my home. There is no proposed solution from Reliance. They just don't want to pay. How do you prorate the damage done to a home or porch or brick work or concrete & mortar. There is no way to do that. It was damaged by Reliance, not by the client. It has to be compensated by Reliance. That is only fair. I would not be having to replace a porch, steps, brick & mortar & insulation, were it not for the negligence of the Reliance Employee. Plain & simple. I am so disappointed in the business practices of Reliance. I will definitely hesitate to recommend their services in the future. This whole process has been so stressful & traumatic for me. My health is not good. I purchased this equipment in good faith, & am so disappointed at this outcome. Time to have resolution & allow me to get my home repaired before summer. I have family arriving from Alberta in August for a family reunion, & have my side porch blocked so no one can fall between the steps & house, which would be tragic. This needs to be resolved, no 50% figures involved. Step up Reliance, and honour your promise for service. Pay the damages as required. This is only right!!!!!!!
Good Morning,
Reliance fully intends to honour its legal obligations in terms of compensating for the actual value of damages incurred. However, this does not necessarily result in payment of replacement value in some cases. With the foregoing in mind, the cost of new flooring, furniture and materials are subject to reasonable reduction to recognize the difference between brand new replacements and the actual value of the property damaged. The standard approach used by insurance companies, adjusters and other similar companies is that such items would be depreciated 10% for every year of age, to a maximum of 50%. These reductions have been applied to our calculations.
Thank you.
April 26, 2017 Promo Email sent by Reliance for 12 point A/C & Furnace Tune Up for $148. Signed up online the morning of April 27th. Received an Email 2:38pm asking me to call in. Called in and spoke with "***" Call Ref #***. She was not willing to help me with booking and they had no times available weekdays in the afternoon (I am working) and no times on the wkd. Was told only Reliance Customers get priority for this booking. I pay my monthly bill and am a Customer. Not sure what this meant and she got upset when I asked what a priority customer was. Told me that there are no times and dates available until June and at that time I would have to pay the full price as the promo ends May 10th. I noted that if you book by May 10th - no matter the service date - the price is still effective. She noted it was not. Asked where in the fine print this was listed, because I did not see it. She was not able to answer that question. I then asked to speak to her Manager. She had me on hold for more then 10 mins and then came back and told me I was not allowed to speak with her Manager and would not give me her contact information. All I was told was that her name was "***" and someone would call me back. They had called my house line and not my cell line and reached my husband, who confirmed a Service Date of May 18 from 10-2pm. On our door today was a Service Tag indicating that the Service Man missed us. My husband called the number and indicated the Service Call was for May 18th not today, May 11th. The rep took no responsibility and indicated there was nothing she could do and the next available appointment was for the middle of July, and we are away during that time. I am very disappointed with the service we have received and being told we are not customers - when we are - and the back and forth being received. I have just received an Email at 12:43pm indicating the SWO has been fulfilled - when it has not. I am requesting better customer service and to fit us in for a booking, especially when I had booked initially from your website booking process immediately with the offer was received. If I do not hear a resolution within a weeks' time, I will visit the Toronto Office and ask to speak with Dave Foster personally to have this taken care of.
I wish for a Service Representative to be sent on the date scheduled - as my husband has taken time off to meet the scheduled date of May 18th, 2018 for 10-2pm and the Service Rep showed up a week early when no one was home. All I ask is that this service be fulfilled at the promo cost we signed up for - and no further hassle.
I was in direct communication with the customer to resolve her concerns. She is welcome to contact me directly should she require any further assistance. Thank you
(The consumer indicated he/she ACCEPTED the response from the business.)
*** did contact me within the desired time frame, however, when the Service Technician did come onsite - the work offered to be performed was a simple checklist and not actual preventative maintenance on our Furnace and A\C. This is not in line with the offer we had chosen. I had saved the promotion Email, but when the link was clicked to review the promotion, it showed a new promotion. The service technician did not perform any work and left us with a selection of maintenance plans with Reliance.
I bought a furnace and air conditioner from Reliance in August and it was installed in fall of 2017, while the guys that installed the equipment were reasonable, they forgot to install the fresh air intake line (this line goes from outside into the cold air return).The City of Edmonton inspectors failed the inspection until the fresh air line was installed.
***, I called the Reliance Company explained situation and booked an appointment to install the cold air line. Their appointments are 4 to 5 hours time windows for their service calls and they usually start early in the morning to about 1:00 PM or from 1:00 PM to 5:00 PM. So each time you schedule an appointment one has to take a day off from work to accommodate their schedule. To install the fresh air line, it has taken 5 days, where I call call-center schedule appointment, take day off to accommodate the schedule, and the service person would not show up. I would call the Reliance Company on end of those appointments and the call center always answers with a very standard message where they apologize profusely and say the appointment was cancelled and they do not know why. I reschedule the appointment for next time, and the technician does not show again, I call on the end of those 4-5 hours and answers is very consistent profuse apologies and the appointment is canceled and they do not know why. The fifth time when I called and finally appointment was upheld I think it was purely due to the fact that I manage other properties and they saw as the further business opportunity. I also consider myself very fortunate that I did not sign maintenance service for other properties, it was very tempting at the time of meeting with the salesperson.
This week I called Reliance to do final testing on the air conditioner and scheduled for Friday, May 04, 2018. The testing could not be done in the fall due to low temperatures I do believe they need above 10 C to perform the proper test. Today schedule was from 1:00 PM to 5:00 PM, again had to take a day off to accommodate. Today the technician did not come again. By now you know what the answers to my call was: " I am sorry to hear that ....the appointment was cancelled and I do not know why would you like to reschedule for Monday" This time I am furious, I have wasted 6 days of my time waiting for Reliance Home comfort to essentially finish work that should have been done in one day for which I paid handsomely.
We are very sorry to hear that the customer did not receive the level of service they expect and deserve. I have been in direct contact with the customer and confirmed the service has been completed. The customer has my contact information and I have asked that they reach out to me directly if they require any further assistance. Thank you, Haley
I sold a house in 2011. The lawyer faxed reliance informing of sale. The new owner was to take over the rental of hot water tank. Apparently she did not. The creditor received the file in April of 2017. They were able to find my new address because I have a rental hot water tank in my current home. The collector indicated that if I had proof that I sent notification to reliance of change then the issue would be rectified. I sent the documentation after contacting my lawyer. Upon follow up today the collector stated that reliance indicated that the charge stands because the new owner did not take over the rental and that I would have to contact my lawyer. I contacted reliance who indicated that this was true. It is up to me as the seller to ensure the buyer took over the hot water tank. Reliance also indicated that no one at that property took over the rental therefore the current owner has been with hot water tank for free since 2012 when my account was closed due to default. Unbelievable.
To ensure that this issue is being made aware to others while I continue to fight this
Good Afternoon,
I have been in touch with this customer and have addressed her concerns. I appreciate the opportunity to assist and will always be available should they have any other questions or concerns.
Thank you and have a great day.
(The consumer indicated he/she DID NOT accept the response from the business.)
After numerous phone calls to the company and collections I received no answers. I continually was told that there was nothing I could do and I had to accept the outcome. It was only after writing to better business that the company responded and took away the amount owing. Had I not contacted better business I would still be in default of an issue that was not mine to own. In addition, the current owner of the residence, who happens to be a mortgage broker, gets away with years of free rental. The company has written off the hot water tank. Good for her. The company states that they do not care about that.
An overall horrible experience. I am left with a bad credit score for at least six months because of this.
Good Morning,
I sincerely apologize for this customer's experience. I have been in touch with the parties involved and have provided the necessary coaching. I have confirmed that this will have no impact on her credit and am always happy to help should she wish to contact me directly. While she was frustrated at needing to escalate her concerns, she was Thankful for my assistance in having this resolved.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been a customer of Reliance for approximately 18 months, and have had nothing but exceptional and professional service during that time. Whether it has been installation of a rental water heater, our semi-annual HVAC maintenance inspections, or, most recently, a problem with our AC unit, each Reliance service technician has been terrific. Issues are diagnosed quickly and fully explained to me so that I understand the solution the technician is recommending. We have used other HVAC dealers in the past and wish we had made the switch to Reliance sooner!
Thank you very much for your great review Will. We are so glad to hear that you have received exceptional service with us. Thanks again for your review, and for being a valued customer. ~Haley
I would just like to say that both service techs that came to my home were knowledgeable, eager to explain issues and professional in their mannerism and work ethic. couldn't be happier . there names I hope will be read by someone at reliance Darren W. and Robert F. Both made sure I was happy with service before they left and I must say I was totally impressed with both. Could not ask for better service. Thanks Guys Very happy customer
Hi Chris,
Thank you so much for your great review. We are so glad to hear that you were happy with the service you received from Darren and Robert. I will definitely share your greatly appreciated feedback with the local Operations Manager.
Regards,
Haley
I have used Reliance Home Comfort for the last 5 years. They have replaced my whole HVAC system under the rental program.
They work fast, are very efficient, clean and have great Customer Service.
Highly recommended.
Thank you Anna for your great feedback! If you need anything in future, please do not hesitate to contact me. Mandy
I closed a home purchase on 4/16 for *** and later discovered I have a reliance water heater rental. I called on 4/18 to understand the terms and conditions of the rental (the monthly payments and term left) as well as buy-out and cancellation cost if I didn't want to rent. The agent did the buy-out calculation and told me it would be a $420+tax buy-out. After deciding to pursue the buy-out, I called again and was requoted $420 and was then asked to provide make/model/serial number which I did not have.
I obtained this information on 4/21 and called the cancellation department again who went to process the information with the make/model/serial number but this time they said the price is now $1410. Apparently the previous two agents made a 'mistake' and that the final price cannot be verified until the exact serial number is inputted and since the heater is only two years old and cannot be sold for that price.
I do not understand how this is the case. In fact, the previous agents were able to tell me the installation date was Oct 27, 2015 (so they knew it was roughly 2 years old) and she also mentioned that since it was so recent, I have the new white PVC piping which is good. The previous agents also mentioned (when she convinced me why it was a good idea to stay on contract with Reliance) that the 60 gallon water heater I have was custom ordered and had two anode rods (vs ones I would get at *** which would have one). So all this leads me to believe that both agents knew exactly what water heater I have and the age of it.
I understand that the final price might change slightly when 'verified' but to jump from $420+HST to $1,410+HST when someone actually wants to make the step to buy-out is unfair and sounds like a bait-and-switch. What is the point of an agent's quote (two agents in fact) if they cannot be relied on? What if I had stayed on the rental because I thought it would be easy to change my mind down the road?
For these reasons, I strongly protest Reliance's practice and want to make a formal complaint. I have made these complaints directly to Reliance and while they acknowledge and not dispute any of the above claims, they said they can only offer a 15% which I believe is unreasonably low given what happened.
To add insult to injury, they want to still charge me a new account opening fee of $35 to buy-out the equipment.
I want the original quoted buy-out price of $420+tax to be honoured.
I have been in touch with the customer, and have mutually agreed on a buyout amount. The buyout has been processed. The customer is welcome to contact me directly for any further assistance. Thank you
Moved into a new home and was required to take over the existing rental equipment. Literally dealt with *** customer service agents who couldn't answer any of my questions and tried telling me the equipment wasn't even rented even though I was holding the agreement in my hand.
Water heater and furnace are both broken and they are telling me I have to pay the have them serviced because "they aren't rented".
Thank you for sharing your feedback. I am still in discussions with Mr.P. regarding his concerns and look forward to assisting him further.
Thank you.
By "discussing our concerns" they mean tripling my rental bill from 75 dollars to 250 per month while my unit has been without a working HVAC or hot water for 2 weeks. They're trying to take advantage of a customer with no working heat to force us into another 10 year contract.
Good Afternoon,
We have arranged for the removal of the equipment per Mr. P.'s request. We sincerely apologize for any inconvenience this has caused.
Thank you.
I recently leased a furnace and Air Conditioner from Reliance. Their sales rep, the installers and the installation itself was totally professional. They are also good at communicating from company to customer and they care........a lot.
Hello Mr. W.,
Thank you very much for your great review. We are so happy to hear that you received professional service from the sales representative, and installers. We appreciate your business and hope you enjoy your new furnace and air conditioner.
. I was supposed to get a hot water tank rental replaced and had a no show and had to rebook a second time , wasting 2 days of my time. Then reluctantly I decided to purchase an a/c unit from Reliance. It was supposed to be installed today but another no show! NO CALL! no email no anything. I even got the confirmation 2 days before through email. I took time off work to be home for this. When I called they put me on hold for ten minutes to tell me that I will be getting a call in a few minutes from the installation manager to explain what happened. They cannot give any info about why they never showed up! The manager never calls so I call back again after a half hour and again hold for 20 minutes, no information and wait for someone to call you back and never does. I still have not spoke to anyone without calling first. Advisor never called to check on installation as it states in confirmation email. ***. It's now 1:30 pm and still no call for an explanation .Had been ready since 8am . Day is ruined again and now I'll have to take another day off to reschedule. My advice, go somewhere else! I'm going to try to cancel the payment through the credit card if they are unwilling to offer something and will also most likely be cancelling my hot water rental. Waste of my time and money. They don't even give you the decency of letting you know they can't make it. They don't care about your time
I have contacted the customer directly, and provided my direct contact information to the customer. I would like to investigate this service issue thoroughly and would love the opportunity to make right. Thank you, Haley
I was finally contacted by the branch manager but he did not know why he was calling , left a message and even stated he was only doing it because he got a message to call. As far as I know, nothing has been done to prevent this from happening again
I rent a furnace from Reliance Home Comfort and the furnace stopped working. I called reliance on Friday to schedule an appointment and the only time they had available was between 7 to 11pm.
I took that appointment and a repairman came out and couldnt fix the furnace bwcause he needed a particular part. He said he ordered it on a "rush" basis and to call the number when the part was delivered. We waited all day Saturday and nothing. SSunday morning I call to find out whats going on. The individual that I spome to said he would have his supervisor call me within one hour.
They didnt call and I had to follow up after waiting for two hours for the call back.
This time they tell me the part wasnt going to be delivered until Monday. My house is freezing, the kids are freezing its 59 degrees in here!!
*** How can you think its acceptable for a family to live without heat for 72 hours or more when we pay for this service??
I will never ever deal with this company again and when my rental agreement is up I want my equipment removed from my house with no hassels. They make all these promises to get your business and they dont deliver on any of them.
So disappointed and very frustrated!
I think we should be compensated for this inconveience as my husband has had to go out to look for a space heater and at this point has had no luck as *** doesnt have any as the winter season is almost over. He has left to check *** and ***. We may need to stay in a hotel if he cant find one. Also, I want this equipment removed from my premises when my service agreement is up next year with no hassle. When they sold us on the rental they said they would call us every year to have the preventative maintenance done which never happened either. Im tired of the consumers having to suffer because big business doesnt care once they have your money.
I have been in direct contact with the customer. We have provided the customer with a credit on their account as a goodwill gesture. The customer is welcome to contact me directly for any further assistance. -
(The consumer indicated he/she ACCEPTED the response from the business.)
Assumed a rental water heater when purchased our home over 10 years ago. Last October, contacted Reliance Burlington office, advising we had purchased a heater and would like to have their unit pick-up. Was directed by their representative to: Disconnect the water heater on our own, Deliver the water heater to their office, Clearly label the waterheater with our account number. We were to expect an invoice for the reduced period of time (October 25th to Nov 8th - 15days) vs the full term. Was then told the bill would be only for the rental period, no further charges as the agreement was over 10 year old. The bill arrived, $13.80 was the overlap amount, but there was a second charge. $45.20 labelled as 'drop-off' charge. I called their office and was told that this fee was owed, even though I was to one to disconnect and drop off.
I would like them to remove the charge from my closed account. I am now getting their standard letters, threatening my credit rating.
I have been in direct contact with the customer to resolved their concerns. The customer has advised they are satisfied. Thank you
(The consumer indicated he/she ACCEPTED the response from the business.)
Received an email last night stating they would remove the charge. This was not a two-way conversation, but there would be the opportunity for me to contact them if I was not happy with the resolution. I will be checking with Equifax to ensure they have not attempted to tamper with my credit rating. Thank you again for your wonderful service Revdex.com. This would have not been resolved without your help.