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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after more then 16 years of hot water rental, Reliance asking me to pay 452$ cancellation fees, although I did get a clear message back on October 2017 that the charges had been waved, and my account shows 0$ balance.
but they did send *** letter threatening my credit score if I don't pay the outstanding 452$ that I did not agree on paying and did not sign with them at all, I did inherent the water tank from the previous owner of the house, and my understanding was I can return the HWT with no penalties after 15 years, and I did that.
Product_Or_Service: Hot Water Tonk
Account_Number: XXXXXXXXXXXXXXXX
Billing Adjustment I don't agree to pay cancellation fees, and do not touch my credit score, and stop threatening me with my credit score
Good Morning,
I have been in contact with Mr. and have reached an agreement. He is welcome to contact me directly should he have any other questions or concerns.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
*** resolved the issue, thanks
I have a water heater rental that I pay for quarterly. On a Sunday I noticed I had no hot water so first thing Monday I called reliance and they sent out a technician at 4pm that day. The technician came, took a look and said the sensor was dirty, he cleaned it and in about an hour I'd have hot water again. I waited two hours and no hot water still. I called the company back and they arranged a service call for 7pm. The technician came and checked only to find that there was a valve that needed replacing. He didn't have the part so he said reliance would call me to arrange another service call. I called the company to save time and was told they could do nothing. The first *** technician was in-house and the second was a private contractor. The private contractor notified them and they would follow up. I got angry because when I asked for a timeline I was told whenever the part was available I'd get a call and someone would come. No date range, no apologies, not even a pass on to a manager for me to talk to about this *** service. Instead, *** said she sees no reason for me to be upset because it's only been a day. As someone who works in customer service I can tell you devaluing a complaint is the absolute worse thing you can do. I am a loyal and valued customer and to say even though I pay for the service I should just sit and twiddle my thumbs hoping I get a call soon is ludicrous.
I would like my hot water back immediately.
We apologize for the poor customer service experience the customer recently encountered. I have confirmed that the hot water was restored on March 6, 2018. I have e-mailed the customer directly, and have confirmed the customer's account was credited for one month as a goodwill gesture. The customer has my direct contact information should she have any further questions or concerns. Thank you
We entered into an agreement with Reliance Home Comfort in December of 2016 for what the salesman told us was a rent to own for a furnace and water heater. This turned out to be untrue and was a strict rental.
The furnace could not be installed where the salesman said that it could be. They ended up installing it at the end of our living room.
We indicated that we would complete the duct work, but they were to install to code. I complained at the onset that the furnace was installed improperly, but was assured that it was fine.
I have complained quite a few times to the 1800 number. I have had at least three technicians from Reliance come out and have spoken to the installation manager. Each person that has looked at it and said that it was installed incorrectly and that someone would be getting a hold of me right away. They have taken pictures and left without doing anything. I was told that it should have been installed in the crawlspace of our house, not in the main living room. I did not hear from anyone to rectify the situation.
The hot water tank sporadically shuts off and throws an error message. I have reported this also a number of times, with no resolution.
I finally got another company to come in to look at both the furnace and hot water tank.
I received 4 red tags indication an immediate hazard and the company shut my furnace and hot water heater down. My partner emailed the installation manager on Friday March 2, 2018 - the same day that the inspection occurred and we have still not heard from anyone.
Warnings are: IMMEDIATE HAZARD
1. Venting for Tankless hot water and furnace does not have proper clearance - Code 8.14.8
2. Gas Tite (code 6.3.1) and undersized and no supports (code 6.8.3)
3. Furnace and tankless not installed as per manufacturers specs (code 4.1.3)
4. Furnace installed in living room without duct work (code 4.17.2)
It is very concerning that Reliance not only installed the furnace that left us with what is detailed as an immediate safety hazard, but inspected it on at least 3 further occasions without fixing this. They continued to ignore the apparent blatant infractions and our repeated calls to fix this issue.
Please contact me if you require further information on the details.
I would like Reliance to come and install this furnace ant hot water tank properly, including duct work. I would also like a billing adjustment for the full amount of the rental amounts that we were charged for an installation that has put my family at risk.
Good Afternoon,
We have accepted the customer's request to have the equipment removed. Our operations team has been in contact and we are just awaiting removal date details.
I have also sent an email so that they have my contact information as well.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although they have started, I believe they need to go further. This is a safety issue and I have sent the following message to the person that contacted me in regards to this.
My apologies for not getting back to you earlier. The service that I have received from Reliance has been deplorable. Right from the sales person misrepresenting what we were buying and where it could be placed, through to the unsafe installation of the furnace and hot water heater.
I have grave safety concerns about what has happened at my home and the concern that due to the Reliance staff and contractor's apparent lack of knowledge and unwillingness to fix issues may put other families at risk. I was assured that everything was installed properly when I questioned that I believed that the furnace was not installed correctly right at the beginning. I called multiple times to get problems fixed, without resolution.
I had two separate technicians come to my home, contracted by Reliance that said the furnace and hot water tank should never have been installed like that and that they would alert someone and that I would receive a call right away. I never did. They observed the issues, but did not write any red tags, nor told me that it was unsafe.
I received four red tags when I had another company come in to looks at the furnace and provide us with options. ***
The one that concerns me the most is the venting. My children have the two bedrooms on the top floor of our home. My eldest son has the room that is where the venting is coming out of the house. My son has been waking up almost every morning nauseous, throwing up, and complaining of headaches. We were thinking this was due to stress, but now I am certain that it was from the poisonous gases being vented to his room. I slept up there for a couple of nights myself. Each morning, I woke up with a blistering headache and felt nauseous.
I am deeply disturbed by the fact that reliance installed this, inspected it twice and did nothing.
The venting according to code is to have 3 feet. The venting installed by your company has approximately 12 inches and vents directly into the soffit that is open to my sons room through the crawlspace.
I need a few things from you.
1. Information on how Reliance is going to correct his so that no other family is affected like this or even worse, dies because of improper venting.
2. Your assistance in getting us out of the rental agreement that we were signed up for.
3. Your assistance with getting the equipment out of our house on Monday, April 9, 2018. We have another company coming to do an install on the 10th and due to liability issues, they will not install until your equipment is out.
4. Reimbursement / compensation for our struggles and risk that was associated with the install done by your company. I am counting myself very lucky that my son did not die due to the improper venting. I am hopeful that he will not have long term side effects from the exposure caused by your company.
Please let me know if you require photos or further details in regards to this. I will be sending a copy of this to the Revdex.com as well.
I would appreciate a prompt response to this complaint.
Good Afternoon,
We have been in touch with the Contractor who performed the install, this is something that is being handled internally. We appreciate that this had been brought to our attention and have acted accordingly to ensure there are no future issues. As a gesture of goodwill, we are allowing this customer to exit their agreement and have the removal booked for April 9th at their request. We have agreed to reimburse payments made towards the equipment and are awaiting a response from the customer.
Thank you.
I was renting a tankless H20 heater. My tank was having issues & a repair man from Reliance came & without opening the unit said it needed a part he didn't have & would come back when they have the part. I fell behind on my bill as I was on a medical leave. I then got a bill being charged $2,000 to purchase the tank. Meanwhile no one came back to fix the tank & now is not working. A friend that installed the tank who is contracted from reliance came & looked at it saying the main circuit board is fried & upon opening the tank water cane gushing out. I told him reliance was here & said it needed a part. He said it doesn't need the part & if the repair guy opened the unit he would have seen that the problem was something else & could have been repaired but now the unit needs to be replaced. I called Reliance & was told that I have no warranty coverage as I now own the tank. I said if the repair guy did he s job properly months ago the tank wouldn't need to be replaced. She said the repair should I not have been at my house as I would owner the tank back then. I said I NEVER bought the tank that it's a rental & you guys out of the blue sent me a bill purchasing it. I said to come pick up the tank, I'm not buying it or paying for it. I had another company put a new tankless in to which was told that Reliance should have put in a water softener with the tank as the hard water caUsed the problems with the tank. The tank has been sitting here for 5yrs & Reliance hasn't picked it up. When. I called I was told that I own it, it's my problem. Today I got a bill from a collections agency for $2,200 for purchasing the tankless water heater.
I DID not purchase or agree to purchase the tank. If Reliance installed a water softener like they're suppose to no isssues w Th the tank would have occurred. IF the Reliance Service man did his job properly, fixing by the tank, the circuit board wouldn't have fried. I want the outstanding amount refunded to a zero balance & removed from collections & the collection agency.
I only had the tank 12/15 mths when it was fried & another comes any removed it & installed a new one
Account cleared to a zero balance & removed from the collection agency holding the account
Good Afternoon,
We have reached out to the customer directly to propose the following:
Customer may return Reliance Home Comfort's tankless water heater (serial number ending in ***)
Once the unit is returned, we will reverse the charge for the buyout of the water heater. (provided the unit is not damaged)
We are awaiting the customer's response on when they are available to have the unit picked up.
Thank you.
Hi my problem is a company called Reliance Home Comfort.They say I have an account with them I do not.I have lived in apartments for 30 plus years I told them that.I also told them they have the wrong ***.I have asked them to send me a copy of the contract I supposedly signed instead they sent me a bill Ac NO XXXXXXXXXXXXXXXX and it has a 40 dollar payment on it that I DID NOT MAKE!!!I HAVE NEVER HAD any dealings with this company.Reliance keeps phoning me constantly.Ilive with my brother at *** Av Winnipeg Mb I have lived here for 5 years this started about 7 Months ago.
Stop calling
I have reviewed the account through the information the customer provided, and can confirm they will no longer receive calls from us. The account has been closed and all charges have been adjusted to a zero balance. I e-mailed the customer directly on March 8, 2018 to advise, however, I have not heard back. The customer has my direct contact information should they have any further questions or concerns. Thank you
Hi1 Today in a mail I got letter from Reliance thanking me for choosing my furnace protection which I never did. I had several telemarketing calls for this service and I always declined. Told them I do not want this service and do not call this number again .which they did several times. And now this letter saying I did signed for service I never did and will be billed 16.94 a month
cancel everything I did not order
After investigation I can confirm that the plan was cancelled on March 5, 2018 and that the charges billed of $2.83 have been adjusted off the account. I e-mailed the customer directly on March 8, 2018 and have not heard back. The customer has my direct contact information should they have any further questions or concerns. We apologize for any inconvenience. Thank you
I had scheduled a furnace checkup/maintenance Feb 12/18 via online with Reliance Home Comfort. Tech arrived and was at my home a total of maybe 20-30 min of which 5 was actually spent in the furnace room. His intent was to ideally sell me a new furnace, as he was already talking about it before any tools were actually taken out. He inserted his camera into the exchange and saw some rust and closed it back up and shut my furnace down saying it was done and surprised my CO detectors hadn't gone off. He did not further investigate when we were in the furnace room to see if there were actual leaks, nor offered to do any further inspection, just got out of there as fast as he could. As I'm processing and the tech is in his car filling papers, I call a family friend in the HVAC trade who spoke with the technician. afterwards the technician says that if I wanted, "he could go back downstairs and rip it apart and guarantee to find me cracks". Long story short, I pay him to leave despite not actually doing any work, and had my furnace inspected "properly". My furnace is 20yrs old. No CO warnings. We felt we might as well replace both furnace/AC since the weather was right and after all it was 20yrs old. Well, our old furnace did not have any leaks nor cracks aside from the small amounts of rust that was shown to me internally. I believe that especially at this time of year, the tactics used in my case were aggressive and used as a tool for one end result. I still have my old furnace in my garage and intend to file a complaint against Reliance. Oddly enough if you pull up articles you will see that this is a very common business practice. They can issue you 2 tags, one an immediate shut off or one that is 90 days. The tech actually said "I wouldn't die" when I questioned why it was an immediate shutdown. I'm pretty sure Reliance issues immediate shut downs in most of their "inspections". We also later found out through business contacts where many have had pretty much the identical experience with Reliance.
We are so sorry to hear about the poor experience the customer recently encountered with us. We have reached out to the customer directly so we can investigate their concerns. Thank you.
My water heater had problems so I called them to send a service guy, He told me the tank needed replaced. I decided to get a tank somewhere else because it was 1/3 the price. I emailed Reliance on Feb 18/18 to tell them the tank had been replaced. I still havn't got a response to that email so I phoned them on Feb 23/18 to tell them the tank had been replaced. I encountered a very *** and unwilling to be helpful customer service guy that told me if I wanted to cancel my rental I had to pay $40 to buyout a broken tank or pay someone $65 to pick it up, or I could drop it off across the city during business hours. I explained that I am not taking a day off work to drive across the city for them, I told them if they want the tank they can feel free to pick it up at no charge to me. He also said to me that I agreed to these terms and conditions and he would send me a copy of what I signed. I told him OK if you can show me what I signed agreeing to this then I would have to pay. They have yet to provide me with this. He also told me he would get his supervisor to call me, that hasn't happened either. I have never received any terms and conditions from Reliance until the day I phoned to cancel. I made it clear to them that I am only paying for my rental up to Feb 18/18 and nothing extra. I originally set up this rental with *** not Reliance, I guess they took over at some point but failed to notify me about any terms and conditions. As a customer I was responsible to pay my monthly rental and that's it, they cant come up with bogus terms and conditions on the day I want to cancel the service. I can also include a copy of the email exchange over the last few days with Reliance, it helps display their poor customer service and unfair business tactics.
Product_Or_Service: water heater rental
Account_Number: XXX XXX XXX XXXX XXX
From: ***
Sent: Tuesday, February 27, XXXX X:XX PM
To: Customer Solutions Team
Subject: Re: Pending Return Number XXXXXXXX
To this day I have never received any bills from Reliance and in fact I had to phone in to find out who you were and why you were charging my credit card. The guy on the phone told me he was going to send me a copy of what I signed, I want to see it. He also told me he would get his supervisor to call me, neither of which have happened. I never made any agreements with Reliance. I set up my rental with *** and then it was taken over by ***. I have stated to you that I do not agree with your terms and conditions, just because the tank is in my house when Reliance takes over does not give you the right to impose unfair terms and conditions. As a customer I am responsible for paying my monthly rental and that is all. I also told you if you want the tank then feel free to pick it up. I am going to start charging you for having this tank in my way, those are my terms and conditions. I also asked you to send what my rental charge was up to feb 18/18, you have failed to do that as well. Just to be very clear, I agree to pay my rental up to Feb 18 and nothing more. If you want to take legal action then start now because I am never going to pay you a cent extra for anything. I will be sending a copy of this email and writing a letter to the Revdex.com to complain about your deceptive practises.
From: Customer Solutions Team
Sent: Tuesday, February 27, XXXX X:XX AM
To: '*** '
Subject: RE: Pending Return Number XXXXXXXX
Hello,
There is no signed contract as these are the terms and conditions.
Your first bill included a copy of the terms and conditions and it clearly states by making payment you agree to the terms and conditions.
We have provided you will all the options to cancel the rental program and we do offer a no charge drop off.
Thank-You
*** / CUSTOMER SOLUTIONS SPECIALIST
RELIANCE HOME COMFORT
WWW.RELIANCEHOMECOMFORT.COM
***
X-XXX-XXX-XXXX Option 5 Suboption 1
Please visit www.reliancehomecomfort.com and unsubscribe if you no longer wish to receive electronic communications from us.
From: *** (mailto:***@***)
Sent: Monday, February 26, XXXX X:XX PM
To: Customer Solutions Team
Subject: Re: Pending Return Number XXXXXXXX
No sorry thats not good enough, You need to show me where I signed? I do not agree to your terms and conditions. Due to ***'s poor attitude and customer service I will not cooperate in any way, He told me he was going to send a copy of what I signed, Hopefully our phone conversation was recorded so it can be reviewed. My responsibility as a customer was to pay the monthly rental charge, thats it. I agree to pay only up to Feb 18/18 nothing more. I do not wish to buyout anything, the tank is garbage, if you want it then call me to make arrangements to pick it up. Show me where I signed agreeing to your terms? Please reply back with what is owed for my rental ending Feb18/18. If anything extra is charged to my account I will file a dispute with my credit card. I AM NOT PAYING ANYTHING EXTRA TO RELIANCE
From: Customer Solutions Team
Sent: Monday, February 26, XXXX XX:XX AM
To: '*** '
Subject: RE: Pending Return Number XXXXXXXX
Hello ***,
The terms and condition have been sent to you to show there are removal fees as per the terms and conditions.
The only thing I can offer is we can process a $20.00 dollar buyout on the equipment to close off your account and then you can do what you wish with the water heater?
Normally are lowest buyout is $40 however I can approve to lower to $20 for you?
Please advise.
*** / CUSTOMER SOLUTIONS SPECIALIST
RELIANCE HOME COMFORT
WWW.RELIANCEHOMECOMFORT.COM
***
X-XXX-XXX-XXXX Option 5 Suboption 1
Please visit www.reliancehomecomfort.com and unsubscribe if you no longer wish to receive electronic communications from us.
From: *** (mailto:***@***)
Sent: Sunday, February 25, XXXX XX:XX PM
To: Customer Solutions Team
Subject: Re: Pending Return Number XXXXXXXX
-On feb 12/18 your service tech told me it needed replaced
-I sent an email on feb 18/18 to let you know the tank has been replaced, (email is still unanswered)
-Had to then phone on feb 23/18 to verbally tell you the tank had been replaced
-You told me you were going to send me a copy of where I signed agreeing to these terms and conditions?
-I do not agree with these terms and conditions
-I am not taking a day off to drive across the city to deliver a broken tank during business hours
-I am not paying anybody to pickup the water heater, If you want it your free to come and pick it up
-The tank was replaced on feb 18/18. I am not paying anything extra unless you can show me where I signed to these terms.
-Thanks to your terrible customer service I will never use Reliance Superior again, and I will tell as many people as possible about your poor customer service
From: Customer Solutions Team
Sent: Friday, February 23, XXXX X:XX PM
To: ***@***
Subject: Pending Return Number XXXXXXXX
Hello ***,
As per our conversation please find the address to drop off the unit below. Please find the terms and conditions attached. Your pending return number is listed in the subject line. If you are going to need someone to drop it off for you will will need an agency appointment form filled out which is available on our website. The removal options are listed in the third column.
Reliance Superior
***
XXX-XXX-XXXX
Call Ahead for Drop Off Not Required
Hours for Drop Off Mon-Fri 8am-4:30pm
Gas or Electric
16.9 km approximately 34 mins
Thank you,
*** CUSTOMER SOLUTION SPECIALIST
RELIANCE HOME COMFORT
WWW.RELIANCEHOMECOMFORT.COM
F X-XXX-XXX-XXXX
***
Please visit www.reliancehomecomfort.com and unsubscribe if you no longer wish to receive electronic communications from us.
Other (requires explanation) They still have not accepted that I cancelled my rental and they need to recognize this. I agree I owe them for the rental up to Feb 18/18 and nothing more. I do not want to pay anything extra to them. If they want the tank then they need to pick it up or surrender it to me so I can dispose of it.
Good Afternoon,
I have emailed this customer and would be happy to assist with his concerns. I have provided my contact information and look forward to taking care of his concerns.
Thank you.
They emailed me and said they would pick the water heater up at no charge and reverse my billing back to Feb 18/18. We agreed to have someone pick it up on Mar 9/18 but never heard from them. Will see what happens this coming week I guess. Id like to get this tank out of my way and have my billing fixed before to much longer. Thanks for all your help.
Good Afternoon,
I have been in touch with Mr. and have closed and adjusted his account as requested. He is welcome to contact me directly should he have any other questions or concerns.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks alot, the tank has been picked up, the email from the business was as follows:
"Hi ***,
I just wanted to reach out and let you know that your account has been closed and adjusted to a zero balance. Another bill was generated, I've removed that charge (Feb 16-Mar 19) and have stopped that payment from going through your credit card.
If anything else is needed please don't hesitate to let me know."
Thanks to the Revdex.com for helping out with this.
Reliance Home Comfort. You apparently decided to start billing me directly, with no notification, though since owning this property, I've always paid through ***. In making this change, you started sending paper bills direct to the service address, which is not where I reside, so this didn't reach my attention until I started receiving "past due" calls to my home phone.
In addition, a "heating protection plan" was added to my account, without my knowledge or authorization. When I questioned how this was done, you pointed the finger of blame at *** and said they would have reached out and followed up with a package in the mail. When I contacted ***, I was informed they do are not in the business of equipment or service, they are merely a gas supplier and therefore do not ever engage in these business practices.
Shame on you for your *** billing practices. If this has been done to me, then I guarantee it's being done to others.
All this, on a hot water heater rental I've never been interested in but "had to" inherit from the previous homeowner. After enquiring in the fall 2016 about my options and being given a *** buyout, I since did additional research and decided to push back on the original message that I had no options. I placed a call in the fall 2017 that was NEVER returned. Today, I have discovered that in fact I can take the tank out and return it myself, with absolutely ZERO costs. I would have done this when I acquired the property back in fall 2016, and saved about $500 in rental costs...almost the same amount as it would take to replace this outdated equipment.
In addition, the one service call I had for annual maintenance, your "preventative measures" caused the tank to break down. For both the maintenance as well as the repair service following, your service person did not call me upon arrival and demanded entry from my tenant...not an appropriate request. In addition, no paperwork was left on site, so I have no indication what the problem was.
I started to rent the water heater since August 2016, when I purchased my home. I received bills in 2016 and then no billings until July 2017. I paid two payments via my on-line banking without billing documents in 2017. During the time, I kept on calling Reliance Customer service to ask for bill. Finally, they sent me the bill but increased the fees without notice and clarification. I kept on talking to the customer services regarding the over charges on the bills such as the bill for the period from August 26, 2017 to November 27, 2017. I requested Reliance Customer Service to stop providing the service and to remove the water heater from my house since July 2017. However, I still received the bill and no one came to my house to remove the water heater.
In October 2017, I was told that the charges to remove the water were as follows:
$125 + $40.00 + HST processing fee - Drain, disconnect and removal from the home.
$65.00 + $40.00 + HST processing fee - Pickup from the first floor from home or garage/outside.
$40.00 + HST processing fee + HST Dropped off to our nearest drop off location.
With regards to the removal options, I checked all my records and didn't see any options provided to me before the rental. I was told that I could ask for the removal anytime without charges. If someone told me that I need to pay for the removal, I don't think I would consider the service at the beginning.
I also inquired about the cost to buy out the water heater. I was told that it would cost $1290.00+HST, two times higher than the market price (plus installation). I rejected the offer because it doesn't make sense.
I was left with three different options: buyout at a unreasonable price, continuing to rent, or getting it taken away with additional costs. I rejected all of the options and I told them that I do not want to deal with them anymore.
Removal of the water heater immediately with no removal fee, which I have requested since July 2017.
We have attempted to reach the customer directly however we have yet to receive a reply.
As an gesture of goodwill I can arrange to have the water heater picked up at no cost to the customer.
If the customer can please contact me directly to arrange. (I have emailed the customer so they should have my direct contact information).
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied that they removed the water heater and waived the removal fee. However, they damaged the hardwood floor during the removal. I am waiting for their response.
We have been in touch with the customer regarding their most recent concern. Our Legal Claims Department and Operations Manager are aware of the damage and will be assisting the customer with their claim.
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the final bill for a total of CAD338.44 from Reliance on March 29, 2018. Please find my questions below:
1, I do not agree with the CAD229.35 for the late charges and the rental fee since 2017 to March 10, 2018 since I requested the removal in July 2017. How could Reliance keep on charging the customer after the customer clearly asked for the removal?
2. Why there is a Pickup & Transportation fee of CAD65 on the bill? Based on Reliance e-mail of March 19, 2018, I wouldn't be charged with a pickup fee.
3. Why there is an Inspection & Account Closure fee of CAD40 on the bill? I never agreed to pay anything like this.
At this time, I have not been contacted by Reliance Legal Claims Department with regards to the damage to my hardwood floor, caused during the process of removing the water heater by the technician.
The rental charges are valid, as the rental continues to be billed up until the water heater is returned to us. The Pickup & Transportation fee and Inspection & Account Closure fee have both been removed. The customer has an outstanding balance of $219.79 owing on their account.
The regional service manager has contacted the customer regarding the damage to the hardwood floor, and will assist going forward.
September 2014 - Signed a contract with Reliance for an *** furnace, which was delivered at the end of the month.
December 2014 - Furnace was finally installed; concerns regarding increased propane usage over the previous furnace were ignored.
March 2017 - Motherboard failed on the furnace. I was left with a malfunctioning furnace for 3 days and no additional heaters were provided during this time. Furnace was finally repaired.
December 2017 - 2 maintenance appointments were booked, both of which were missed by their staff as they did not have the correct equipment.
January 4th, 2018 - Maintenance appointment was finally completed. At the appointment I noted that the temperature in the house was dropping but were brushed off. The house temperature proceeded to drop to 48 overnight. A repair call was placed but a technician was not available to come until the following night.
January 5th - Technician arrived but could not find a problem. Thought it was the fan motor. Reluctantly brought one heater back to use for the house.
January 8th - Fan motor was delivered to my home. I was not informed that this would happen and called in to be told an installation appointment could not be arranged until the 10th.
January 10th - Another technician was sent. Changed some settings and said that the fan motor was fine.
January 12th - Outdoor temperatures dropped and the furnace again dropped below 55. Called for a technician.
January 13th - 2 technicians came. One mid-day and one in the evening. The second technician believed that the furnace issue was that it may not be powerful enough for the house (a 1978 house on a hill in the country facing North). The current model is a 60,000BTU modulating with 96% efficiency that replaced an 80,000BTU with 92% efficiency.
January 15th - Called in to Reliance again and no one appeared to be aware of the report from the second technician. They instead wanted to schedule for another technician to come out. Finally spoke to someone in customer resolutions. The end result was that we were going to be reimbursed for some of the excess propane used by the malfunctioning furnace (8% of a tank - approximately $105.00 - in one day alone). Reliance then wanted to have a home energy audit done on their tab before moving forward with any changes.
January 25th - Another service call was had as the furnace was again failing to reach above 55. Technician suspected possible soot issues from the original installation issues.
January 27th - I was finally contacted regarding a date for the Home Energy Audit (the first available appointment was February 12th).
February 9th - I had an appointment with another heating company that stated that we should have an 80,000BTU 2-stage furnace with a lower cfm to fit the duct work in the house.
February 12th - The Home Energy Audit was completed. The company representatives that I dealt with seemed very confused as to how the audit was related to the furnace though.
February 13th - Emailed Reliance to find out what the next steps were and I was informed that they had to wait for the results of the report that would be in by the 15th.
February 20th - Emailed Reliance again as I had still heard nothing and nor had I received the cheque that was to be issued. I requested a response by Thursday the 22nd and was only told that they are still waiting on the audit report.
As of today, I have been left with a malfunctioning furnace for just shy of two months during an extremely cold winter with no resolution in sight. Due to the contract that I have signed, I am unable to remove Reliance's equipment to replace it with another working furnace. However, by refusing to resolve the situation they are preventing my family from having adequate, reliable heat in the house.
I have previously requested that they issue the cheque as promised as well as agree to remove their equipment to allow me to have another furnace installed. However, I would also be open to the possibility of a new contract with the correct equipment installed in my home. At this point, my priority is reliable heat for my home that will not cost in excess of $800/month.
I have been in touch with the customer, and have presented the customer with two options.
1) We will remove the equipment at no cost to the customer, and end their Rental Agreement.
2) Install the correctly sized 80,000 BTU, 2 stage furnace.
We are awaiting the customer's decision, and will proceed accordingly.
Thanks
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the first step in the right direction. I have replied directly to the business as two key points were not addressed in their reply. I have requested that they verify the cost of the replacement to us as well as confirmation that the promised reimbursement has been issued.
I have provided the customer with the cost of the new rental replacement, as well as the cheque number of the refund we have issued. I have asked that the customer contacts me directly to make arrangements for the new equipment to be installed. Thank you
We bought the house at *** on December 2016 and the furnace was a rental from the previous owner Mr. ***. In November 2017 we were in contact with Reliance to get more information about the contract of the existing furnace and see what was on it. The contract that was supposedly signed by Mr.. We received an email and contract from Reliance but the Heading of he contract was under National Home Services which I believe was bought by Reliance. It has no dates or signature from the previous owner and missing a lot of information. I can send you the email and copy of the said contract. Today (2018-02-23) I called Reliance to see if I could buy out the furnace instead of paying $50.90 per month as it is my understanding that there is no end date to this contract and it has to be paid for another 10 years at least, makes no sense. Also it goes up by 3.5% every year. The guy at Reliance said that the furnace was installed in 2010 but we see tags from 2007 on the furnace. To buy it out, they want me to pay $2992 plus HST, and Mr *** and I have already paid at least $4000 on the furnace already for a total of $7000 approximately. A good furnace is worth about $1200 these days and installation is about 1500$. I don't want it installed I just want to get out of that contract and would be willing to pay not more than $1000 to settle it.
This contract was not done professionally and looks like a *** to prey on Mr. I never signed that contract and want out of it. Don't want to pay rental for another 10 years..
Want to get out of this furnace rental contract which I never signed and buy it out at not more than $1000 to settle it.
Good Afternoon,
We have reached a mutual agreement with Mr. and appreciate the opportunity to assist. He is welcome to contact me directly at any time should he have any other questions or concerns.
Thank you.
- My water heater was leaking and I called Reliance and explained the situation.My monthly rental fee includes servicing and replacement of parts and equipment if needed. A technician arrived on Monday (Feb 19th) and informed us that the water tank has to be replaced (free of charge to us) but we will have to pay for the piping that ($165 +) had to be replaced in keeping with the new codes. I agreed and two technicians arrived on Feb 24th and replaced the water tank and gave me an invoice of $183.06 for the pipe replacement. As this was done in the late morning my family and I left home in the evening and returned back home about 4 hours later around 8:30 pm. As soon as we opened the door we could smell gas and realized that there was a gas leak inside the house. We knew it was from the water heater and called Reliance first and they advised us to call emergency services first. We then called *** emergency services and was asked to evacuate the house immediately and wait for the *** rep to arrive. My family and I were standing outside in our driveway in -2 temperature for almost an hour when the *** rep arrived. He checked the water heater and mentioned that gas was leaking from a few places and that the Reliance technicians had not installed the heater correctly. *** issued 2 warnings for the Reliance technician for violating two codes. I called Reliance once again and explained the situation and they booked another technician to arrive today (Feb 25th). When I mentioned the inconvenience that I had to go through due to the negligence of their crew the Supervisor that I was speaking to offered me a $50. credit which I politely refused.
This morning (Feb 25th) a Reliance technician did arrive at our house and after inspecting the Water Heater advised us that it had been installed incorrectly and would have to be re-installed. He also said that he cannot do it by himself and would need another technician to assist him. When he spoke to Reliance it was mentioned that nothing could be done today and that the technicians were scheduled to arrive tomorrow morning (Feb 26th). As both my wife and I will be at work in the morning I had to call Reliance once again and schedule the appointment for the evening.
I regret now that I decided to go with Reliance and once this ordeal is over will be looking at my options to part company with Reliance.
Good Afternoon,
I have been in touch with Mr., J. regarding his concerns.
Thank you.
Ms. Penny K. from Reliance did get in touch with me and did help me close my account with Reliance.
We had issue with water heater (no hot water) so we called reliance since its rented though them. The technician came and upon checking he told us that motor is gone since there is a water spraying from somewhere on motor (note he assumed that there is leakage from our pipe but he couldn't find where the water was spraying from) therefore he unplugged the water heater saying so that water do not damage the other parts (I didn't get it how unplugging will stop damaging other part of machine since there was a leakage from my pipe). He told us we need to call plumber to fix the leakage then after they could put in a new motor. We tried to look for leakage again but couldn't find it. He placed an order for motor and gave a bill saying since there is a water leakage from your pipe you have to pay. I took the bill which was more then $1300 thinking there was a leakage from my pipe. I called a plumber same day to fix the leakage. The plumber came in and checked the area where he saw some water but he couldn't find any leakage from pipe. He asked me where did you felt the water spraying I put my hand right above motor saying right here but now I couldn't feel any water spraying on motor. I told him it was spraying here but not anymore. The plumber looked around the water heater and found some pipe thing (he called vaporizer) wasn't fit in its place. He said it was possible that spray was coming from vaporizer and once machine was unplugged it stopped spraying. I informed about this matter to reliance and they send their technician to check about this matter. He ask if there was any pipe leaking we told him no the plumber couldn't find anything and within 60 sec he was out of there. I called them about 3 time before I got an email from their employee saying our field specialist has informed me that we wouldn't be covering these charges according to them the part that was leaking wasn't installed by Reliance so we have to pay for it. I asked them that if it was not installed by Reliance then why the leakage stopped after the water heater machine was unplugged for that they didn't answer. Why should I pay for something that is not my fault. If there was leakage on my pipe I understand I have to pay but technician from Reliance couldn't find where the water was spraying from and nor did my plumber found any pipe leaking then what should I pay for? the only thing I know is water spray stopped spraying after the water heater tank was unplugged and we were unable to find leakage. So I believe I shouldn't pay for this. Its been 3 weeks since my last email to them that they didn't care to respond.
Since the leakage was not from my pipe and the spraying of the water stopped after the machine was unplugged then it seem clear the water was spraying from somewhere from Reliance machine so I shouldn't be paying for this.
Our Commercial Department has been in touch with the customer, and we will follow up directly with the customer once our investigation with the technician is complete.
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has been contacting me from Reliance home comfort the only call I received was from account receivable tell me I haven't made complete payment and I need to pay. I already told them what was going on and I will not pay for something that was not my fault. However, I am still paying regular rent amount of $246.85. The account receivable need to stop charging late fee since this matter has not been resolved and I am not paying something that is not my fault. once again no one has contacted me from Reliance about this matter and only people who contacted me are from Reliance are Account receivable asking to make a payment.
We have agreed to reduce the cost of the service charge by 50%, as a gesture of goodwill. The customer has confirmed they are satisfied.
Reliance ... purchased a furnace and ac system in September 2016, payment arranged through partner company *** for a 24 month no interest term with a 16 month deferral period .. end of deferral date was January 15, 2018. I withdrew RRSP funds $6,000.00 to purchase needed equipment. Total cost $8,473.87 (rebates to cover difference). Payment method was restricted to cheque installments (very archaic in these times) was told no other option. Paid installments of $6,000, $1,450, $650, however, could find no personal record of $373.87 balance. Followed up after each payment to determine status since NO statements were ever provided. Last telephone conversation with Reliance was in May 2017 and was advised that account was settled .. no record of conversation and no final statement was provided. On Feb. 15, 2018 a *** withdrawl of $539.04 was taken from my account with no notice. *** claimed that we missed last payment and interest was applied to outstanding balance but they could not easily explain how interest was calculated .. a combination of o/s balance, payment type history and compounding interest .. upsetting and confusing. Found out that another installment of roughly $95 would be withdrawn in May. Met with bank manager who tried to assist with reporting and discouraged requesting of cheque copies due to cost. Couldn't corroberate details of final payment. Very upsetting on a fixed income and don't feel that the company treated me fairly as a responsible paying customer. ***. please assist this is quite unfair.
At minimum a reimbursement of all interest charges above and beyond final balance (in dispute) of $373.87.
The contract that was entered into was for a 16 month deferral and in order for no interest to be applied the loan would need to be paid in full prior to the end of the deferral period. The deferral period ended on January 15th 2018 at which point there was still a balance owing on the loan. When the account is not paid in full the interest that has accumulated during the deferral is then due.
During the phone conversation in May 2017 our Team Member advised that a balance of $373.87 was still owing. The customer indicated she would be sending that payment in. *** has no record of every receiving that payment. If the customer's bank records show that *** cashed a payment for $373.87 prior to the end of deferral, we ask that it please be forwarded that to us so that we can adjust your account.
Seeing as the loan had not been satisfied before the end of deferral we began monthly drafts as outlined in your contract.
Here is a breakdown of how the Per diem interest is calculated and charged on this loan.
Principle + Interest divided by 365 = per diem ( 8473.87 x 19.9% / 365 = 4.62) The per diem is then multiplied by the number of days in the deferral period. Each time the customer made a pre-payment the per diem changed throughout the deferral period, as the Principle on the loan was lowered. In this case the system re-adjusted the per diem rate after each payment was received.
The current balance is $94.72 which is primarily principle that is still owing and typically is never adjusted. We will make an exception and, as an gesture of goodwill, write off the balance however we are unable to refund any additional interest as it was valid.
Collection Agency sent me a letter that I own money to the "Reliance Home Comfort" company from Jan.3 2012 - Feb.14 2013 for the Rental Equipment on the property that I don't own from October 2008. ***
The house was repossession by the bank after this.
I was trying to figure out and fix the problem by myself and called to "Reliance Home Comfort" , after many many calls finally they promised me that supervisor will call me back. This company doesn't have proper customer service, so nobody knows anything and just switched me from one line to other day by day..... After few day the Supervisor called me!
She was nice to talk and told me that I own not just for the period that collection agency told me I do own for almost 5 years!!!!! When I asked her how this happened she told me that they don't have record of cancellation. I told her that I did call them and cancel it and asked her to send me the copy of the contract. The supervisor told me that she don't know if she can find it but if she will she will send me on the email. She didn't send me anything ......and how she can if I never ever signed any contact with them!!!!!
I don't want to pay for it and I want that they pull all claims from collection agencies!
I don't want to pay for it and I want that they pull all claims from collection agencies
Good Afternoon,
I have been in touch with this customer and am looking into her concerns. She has my direct contact information and is welcome to reach me at any time.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for help. The company sent me a foformal letter with appoloapo and proof that I don't own any money to them.And the credit score was restored.
I have had two *** white water tanks installed in my home and both run out of hot water within 20 minutes. I had a 50-gallon *** tank in my home previously for 4 years, which didn't run out of hot water after 2 hours of continuous use. The customer solutions team told me that it would be a good idea to upgrade to a 60-gallon tank if I am having more family move into my home so in turn decided to upgrade to 60 gallon, which was a huge mistake. I have done nothing but have patience with Reliance. This issue has been dragging on for four weeks now. Reliance has had technicians come out to my home eight times and have them leave without fixing or resolving any issue. I have lost income missing work to be home for the various technicians whom have come in and out of my home. As per *** request, he had sent plumbers to my home to diagnose if there were any other underlying issues, the end result was that there were none. Three senior plumbers were in my home for three hours verifying and checking all the plumbing in my home to only tell me what I knew from the beginning that my plumbing is fine and that the issue is a faulty water tanks. I was told by service technician manager *** Mississsauga branch that it could be a bad batch of tanks. I have been keeping in contact with *** as well as ***, manager of customer solutions team, about this situation. I was told that a new *** 60 Gallon tank would be installed in my home as per *** email on February 20th. I had forwarded him the following email, " Hi ***, the techs didn't call me back to let me know what was going on and I didn't here back from you so I called the tech back and spoke to *** phone number XXX-XXX-XXXX in the Mississauga branch he said his service manager is ***. He basically said he has used and refurbished *** 60 gallon or ***. I told him I have been dealing with you in the back office and there is no way the back office would authorize a refurbished *** tank in my home after all the issues we have been dealing with in terms of defective tanks. The *** he has are from the same batch as the ones installed in my home. I told him why would I get that installed when we had two replaced already. *** was very *** and *** and said I have no choice and to pick one. I told him to communicate with your department so they can let him know all the issues we have been having he told me that's not his job and hung up the phone. I am not sure how after all the issues we have been dealing with that nothing was communicated with the technicians that are supposed to install equipment in my home. They should have been notified by your department what is to be installed and definitely not refurbished equipment. How could they come to a customers house with the wrong equipment as well as the wrong size." After I had sent this email to ***, I then called back and spoke to a customer solutions team and a lady told me all she could do is try to find me a new tank, I told her that this should have been done to begin with. I asked her how long this would take she said she doesn't know, I asked to speak with her manager *** and she said she's in a meeting and she would call me back by the end of the day. When I asked for Mrs. ***'s information, the agent said she could not disclose that information. My family has been without hot water for weeks now and nothing has been done, it is not okay under any standards to leave a long time customer in this situation. I expect an immediate replacement and something to be done to accommodate me for the unnecessary and ridiculous situation that you have left my family in. Please contact me asap at cell XXX XXX XXXX or home XXX XXX XXXX.
We are seeking the water tank to be replaced with a new batch not from the same bath that the previous two *** were installed. Also we do not want a refurbished *** tank in our home, which could be again defective. We also don't think the credit that was applied by *** was sufficient enough for the work and income we have missed and all the inconvenience we have been put through and the amounts of hours spent on the phone to deal with this issue. Also we would like recordings to be replayed where agents in the customer solutions have repeatedly *** to us when we asked for managers or supervisors to speak with and pretended like there were none and told my wife and I that they are the highest level agents to speak with. They need to be retained because by no means is that acceptable.
We apologize for the poor customer service experience the customer has encountered. As per our records, we installed a new *** PV60 at the end of February. We will also review the call recordings and ensure that our agents receive proper coaching if necessary. We have applied credits to the account totaling over $175 as compensation. Again, we apologize for the poor customer service experience.
On October 30,2017 I purchased a furnace from Reliance home comfort,salesman *** . I was told that installation of this furnace ,which is *** air handler-36BTU, you will qualify for the union gas rebate of approximately $2000. To get the rebate Salesman involved home inspection company. On inspection the home inspector said that this furnace does not qualify for the rebate.
By doing so Reliance sold me a wrong product. As per agreement no payment is done until now . My claim now is that either Reliance should compensate for the rebate or they should replace this furnace with the furnace which really qualifies for the rebate.
Reliance sold me a by saying that this will enable you to get about $2000 rebate which was wrong . Now they should replace this furnace with the furnace which really qualifies for the rebate or they should themselves compensate for the rebate
Good Afternoon,
I have reached out to this customer and have let them know that I will look into this further. I appreciate that they've brought this to our attention.
Thank you.
furnace and air conditioner removed in November under reliance contract. Received bill Jan 9 2018 for home comfort service for December for 260.01. called billing office and stated they would take $from my account and give back when issue was fixed. Told not acceptable and spoke to billing supervisor ***. He stated he would stop payment, correct issue and send bill for only water heater rental. Did not receive a corrected bill. Feb 7 bill received on Feb 14 past owing balance + late charge plus new furnace charge o3 139.99 for total of 422.32 owing. Called billing on Feb 16 and ask to speak to ***, He was out of office but was to return my call Feb 17.
No reply so called ( put on hold > 10 minute) *** told me the issue that he promise to fix was sent to the local office and that they were to fix it. He felt he had solved the issue but doing this with no follow up. Asked for his managers name to be able to speak to a person capable of fixing this problem but was told that was not possible that is was company policy not to give it out. Finally he agreed to have a person contact me on Tuesday Feb 20 to discuss. Informed *** I was filing this complaint and will also be following up
want my billing account corrected, an apology for billing for services not received, and one month free of the hot water heater rental for my time and aggravation. As well confirmation that the late payments have not been reported to the credit bureau, It would also be nice to have them have an ombudsman contact information to help other people that are in the same situation
The account has been corrected, and the rental charges for the furnace and air conditioner have been adjusted. We apologize that this was not completed earlier. We have already credited the account for a month of the water heater rental, and there is currently no outstanding amount owing.
The house I recently bought had a rental water heater.
I called the company to arrange for a return of my rental water heater . They said there is a $65 fee to have it picked up.
After I had already replaced it and called them to pick it up they said they can only pick it up from the main floor.
I have no one to bring it up the stairs and I'm passing for an old water heater that I don't use.
Pickup of the heater and end of rental agreement from previous owner.
Good Morning,
I have reached out to this customer and have offered my assistance. They have been able to address their concerns and are welcome to contact me directly at any time should they have any additional questions.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
The business representative contacted me today. They offered a refund for the period I had to leave the water heater sitting in the basement as it wouldn't be picked up.