Reliance Home Comfort Reviews (%countItem)
View Photos
Reliance Home Comfort Rating
Address: 2 Lansing Sq, North York, Ontario, Canada, M2J 4P8
Phone: |
Show more...
|
Fax: |
+1 (888) 502-5051 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Reliance Home Comfort
Add new contacts
This is a complex situation basically I pay Reliance Home Comfort for a hot water heater rental, monthly.
Somehow Reliance has 4 account numbers for me, none with the right adddress (some with just typos, 1 in totally the wrong city, another from a previous address). I began receiving calls from collections agencies in the Fall saying I hadn't paid from July30 2016 to Fall 2017 which has not true, I have confirmed through my bank, and Reliance Home Comfort that they recieved payment from me for a hot water rental during that time.
I have had 4 sets of calls with their customer service - each over 90 minutes long. The 2nd to last (mid-Dec) call (over 2 hours long, transferred twice, re-explained to each new rep) assured me that they recognized a problem with their records and they would investigate. They said the collections agency would stop calling while they investigated, and that I would be contacted to discuss next steps.
Now we are getting calls from collections agencies several times a day. Myself, my wife - during dinner. They continue to try and contact me via phone - I have multiple times told them email is better as I have an extremely demanding daytime schedule and their lack of consistency and records keeping dictates that we have a persistent communication medium rather than voice. Add to that I have recently had throat surgery and I simply cannot speak on the phone.
For specifics here are the myrid of accounts Reliance Home Comfort has for me:
Problem account: Acct# XXX XXX XXX XXXX XXX
***
*** St Oakville, ON ***
(previously under *** Cir, Nepean, ON, *** - no idea how they came up with that address)
Charges during Jul30 2016 > Same time period as confirmed payments for *** road
$646.51 90 days overdue (As of Feb7) this is the collections agencies calls
HAPPY - Paying Acct# XXX XXX XXX XXXX XXX
***
*** St, Oakville, ON ***
$99.70 (Feb5: 65.83 prev balance. Jan5-Feb3 $32.88)
CLOSED - Wrong Addresses Acct# XXX XXX XXX XXX XXXX
*** road
Actively Paid from July30 2016 - Nov 2017 - confirmed by Reliance Home Comfort
Shows *** Cresent - no idea where that address comes from either.
Ultimately I want Reliance to acknowledge that I have paid in full for the services they've rendered. I want the collection agencies to stop calling me for the duplicate billing caused by errors on Reliance Home Comfort's side. Most importantly - when speaking with Reliance Home Comfort - I do not want to spend another 2.5 hours on the phone explaining the situation to staff who are clearly not documenting my issue properly causing repeated errors and delays in resolution. I am not hard up for money - I can and do pay for services I use. My time is very valuable and it is being wasted on fragmented communication with a *** organization. Having been a customer service executive myself - I expect to be followed up by someone senior, fully knowledgeable of my situation and with the authority to resolve the issue on the spot.
Good Afternoon,
I have reached out to Mr. and look forward to assisting with his concerns.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Was contacted by Sr Leader and they accepted my proposed resolution in the Revdex.com compliant.
I am happy and impressed with how professionally and quickly this was resolved through this means.
THank you to all involved in helping me here.
I trust that fighting for four months with Reliance Home Comfort on my
own is considered long enough in my attempt to correct a *** mistake they have made. I haven't succeeded.
My mother had a long term account with these people. After she died her estate went into probate under a lawyer and was labelled as done
and dusted in 2012. Of course one of the tasks was to close her Reliance Home Comfort account. This appeared to have been completed at the time and the account statements stopped arriving.
According to a new set of account statements sent to her in 2017 a "Rental Home Comfort Service" appeared on her (I thought) closed account. This is six years after her death, she obviously didn't
authorize it and neither did an executor.
I have made many attempts to correct the problem. There's only been
one tiny success during the past four months. Somehow the "rental
service" was removed from her account, but not before a couple months of charges had been added to the account. It is impossible to get these people to move these charges to where they belong along with the rental service. During my attempts I've been told the problem has been fixed twice. ***, the problem has not
been fixed. I've also been accused of *** by someone in the legal department, though how I would benefit from this supposed *** was
never made clear.
It appears the account has now been assigned to someone claiming to be Reliance Accounts Receivable. (Third party or in-house I don't know.)
He's using the same name as someone I last spoke to (during an escalation because the front line was useless) who assured me that the problem was fixed. The latest account statement contradicts him.
Strangely he isn't returning my calls.
These people also employ other fun phone Techniques, such as phoning three or four times a day and only letting it ring once, or hanging up
when I answer. Approximately one in ten of the calls will lead to a recorded message. Very classy Reliance, I'm trying to solve the problem and you lot choose to *** me.
Move the charges on my mother's account to where they should have been put in the first place. Remove any and all late fees. The delay is entirely the fault of Reliance. If the account has been handed to an in-house or third-party collection agency, call them off. Close my mother's account. Stop the phone ***.
We have moved the balance of $204.48 from the Estate account to Mr. account. All late payment charges were previously removed. The account was not sent to a third party collections agency. We apologize for the frustration we may have caused the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
With no explanation or detailed breakdown offered for the charge of $204.48 I do not accept this resolution or this charge. I have no idea where this charge came from or what it is for, if it is even applicable to my personal account.
If you were to apply some due care and attention to detail with respect to my own personal account, you would see that in accordance with the underlying contract all expected charges have already been billed and paid.
Blindly moving arbitrary charges is not an acceptable solution.
The outstanding balance of $204.48 is for rental charges for the rental furnace and air conditioner. We installed a rental furnace and air conditioner in November 2016. The customer was being billed on account number XXXXXXXXXXXXXXX. We consolidated the rental furnace and air conditioner account with the water heater account (account number XXXXXXXXXXXXXXXX)in November 2017. Account number XXXXXXXXXXXXXXX had outstanding rental charges totaling $204.48 which billed up until November 9, 2017. We have transferred the outstanding balance to the new account (XXXXXXXXXXXXXXX).
(The consumer indicated he/she DID NOT accept the response from the business.)
You have given me a zero length zip file and therefore zero evidence that this $204.48 belongs to my personal account.
Regardless of whether you provide the information I requested or not, I have the statements for my personal account of past charges and payments obtained from your own systems. Indeed your remarks in your most recent response are even confirming what I am saying.
Since you are insisting that these unknown charges belong to my account, then I must assume that for whatever reason you are not honoring your own contractual obligations. If you were to read the contract that was signed by myself and your representative, you would see the following:
Contract Executed: at Nov 14, 2016
Expected Installation Date: Nov 16, 2016
Free Months Rent: 12
The installation was indeed Nov 16, 2016. Twelve months after Nov 2016 is Nov 2017 and you even confirm I paid starting Nov 9 2017. There is no outstanding balance on my account.
So do as I have requested time and again, put the charge where it belongs. You haven't even come close to proving it belongs to me.
The 12 free months were applied as a promotional credit of $1559.8800, which does not include tax.
We understand that there was some error on our part. As a gesture of goodwill we will remove any outstanding charges, leaving the account at a zero balance. Now that the account has been corrected the customer is responsible for any further billings.
(The consumer indicated he/she ACCEPTED the response from the business.)
In accordance with my desired resolution:
The automated phone *** seems to have been stopped and Accounts Receivable seems to have been called off. You've already confirmed that all charges from her account and all late fees have been removed.
As long as her account has been closed again, this time permanently, accept the proposed resolution.
This complaint is about a faulty labor done to replacing a furnace motor, I will write the list of events in point form for easier understanding:
- (approximately) 3PM, February 8th, 2018, our furnace motor had blew. We called Reliance Home Comfort for a furnace technician to replace our motor.
- (approximately) 8PM that same evening, the technician had 'completed' the work with a new motor installed. We did not test the entire heating cycle, but the furnace was providing heat. Bill total was $802.20 after tax.
- (approximately) 1AM, February 9th 2018: My spouse returned home from a night shift noticing our furnace fan actually never stop spinning; with and without heat. So our house warms up and then cools down very rapidly.
- A call to Reliance was made immediately requesting a revisit and repair. We agreed that schedule to be around 11AM, same morning (Feb 9th). Since we still had heat at the time. A *** video was provided to my spouse as a temporary remedy, but in her opinion, it was basically a "how to operate your *** thermostat" introductory type video.
- (approximately) 3AM, February 9th 2018: Our motor fan stopped altogether and at this point we have absolutely no heat. This evening was -25C (can be proven by historic records from respectable weather stations) , so the temperature of our home was dropping rapidly.
- I quickly called Reliance again requesting an emergency response because temperature in the house is dropping rapidly and we have a 2-year old toddler who just recovered from pneumonia. According to them, the best they could've done is to send somebody between 8AM - 10AM. Meaning in the absolute best case scenario, this is still a minimum 4 hours wait.
- Knowing that this way too long of a wait because of potential pipe bursts, and the wellness of my child, I had no choice but to call another furnace company to repair and get heat back to our house again.
- I ended up calling another company, who made it to my home by approximately 4AM. He conducted a diagnostic and can confirm the the wiring was done incorrectly. Motor fan was set to run at 'continuous mode' and our fuse on the circuit board that controls the furnace was also blown.
- This additional service costs $282.45 after tax, with writings to prove the work was done indicating an incorrect wiring.
- Then I cancelled the service call with Reliance (approximately 6AM), because there is no point for a technician visit anymore since everything is operational.
- Later on I start filing for a complaint, and was seeking a partial deduction of my initial bill because I felt they've left me with an incomplete & faulty job, leading me to further losses & distress. The difference I asked from them is the exact amount I paid to the second furnace company.
- After working with their customer resolution department, the conclusion is that they will not issue a refund or reimbursement because I did not wait for their technician to come and revisit the faulty work they previously did, which was a free warranty visit.
- I was repeatedly told, and I also further clarified, with the customer resolution department, that the ONLY way for me to not have financial losses in this situation is to wait for their technician based on their policy and practices.
- During the arrival of the technician from the second furnace company, at around 4AM, our thermostat was reporting our home was at 15C. Which is a massive drop of temperature within a very small time frame, and evidently we (and the house) will not last for few more hours.
- I strongly believe under no circumstances, any homes in a -25C region (colder with windchill), should be waiting for this long for a 'no heat' situation. And if my only choice is to find somebody else to repair a faulty job they've done earlier, then I don't think charging me full price on the initial faulty work is fair to the consumer.
*All times indicated above are in Edmonton (Mountain) time.
I am seeking for a deduction of $282.45 to my invoice (Service Call ID), to cover the second furnace service call because I believe it was an emergency situation to repair a faulty job done to my furnace.
We advised the customer we could send someone out at 7am on February 9th, which meets our service standards. If the customer waited for our technician to return there would have been no charge, as we guarantee our repairs for one year. Rather than wait for our technician to return the customer chose to hire another third party contractor. We will not be reimbursing the customer for the amount they paid to a third party company.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an incomplete statement from Reliance. I was given a service time window STARTING at 7am, there was no indication of assurance whatsoever that any technician could arrive AT 7 in the morning. Again, I was given a service time window, not an exact arrival time.
Their "Service Standard" is simply inadequate, and disappointed they insist customer who received faulty workmanship, should be waiting many hours prior to their technician's arrival while the only sensible solution for me at the time is to get someone else in here quicker than their "Service Standard" time frame.
The only way to solve this emergency issue was to find and pay someone else before the worse happens.
Asking customers to wait this many hours on an extreme low temperature (-30C, before accounting windchill) makes absolutely no sense.
When we received the first service request from the customer's wife, she advised the unit was still running, and that they were not available until after 11am. We then received a call back several hours later from Mr. requesting service. We advised there was already an appointment scheduled, which Mr. was not aware of. We advised we could come earlier, and advised a technician could come between 7-11am. Our Service Standard for the day the service was requested was service within 8 hours, which we offered.
We apologize that the customer is dissatisfied with our response, however, we will not be reimbursing the third party repair.
(The consumer indicated he/she DID NOT accept the response from the business.)
Said 'Service Standard' was not presented to us. Not found on invoice writing, not found on website. Nowhere on those publications mentioned or implies an expectation of 8 hours are normal.
The back of their invoice, titled "Our 100% Satisfaction Guarantee" says: "We guarantee that the repairs on your equipments are fixed right.", which they have failed to do so. And then not being able to return back promptly to correct a faulty repair during a heatless extreme cold night, yet insisted to collect full invoice price, makes absolutely no common sense whatsoever.
I personally doubt this much of a wait time, while charging customers FULL PRICE of faulty service, is within the norm or common sense of HVAC industry practices. I am willing to stand corrected by an authoritative answer, or by measurable statistical outcome, that this is 100% normal that I am fully responsible and fully at fault of my own financial loss.
While our position still stands, we have reached out to the customer directly requesting a copy of the third party repair bill for further review. Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Reliance has reached out to me directly requested the invoice from the 3rd party company, and then few days later reached out to me again saying are willing to reimburse 50% of that 3rd party bill.
I will accept this resolution and appreciate thier willingness and effort.
I have a heating protection plan with Reliance Home Comfort . Responding to my service call the company sent Mr A. RCQ *** to check the furnace. He was very knowledgeable and answered all my questions. He is a very good listener and explained all technical questions with great patience. He is friendly and very courteous. It's very rare to find a technician who knows his job and treats customers with respect. I am very satisfied with the quality of service would grade 5.
This is so amazing to hear. Thank you so much for your great feedback, we truly appreciate it!
Hi,
I have been receiving multiple *** calls to my phone from this company alleging there is an outstanding account. I do not have a contract with them, nor have I ever had a contract with them. The problem lies in they allowed the previous owner of my house to create a false account under a false name. The rental of the water heater was not assumable in my purchase of sale and is to be paid out by that owner (this has nothing to do with me). They need to go after the prior owner for his contract with them.
I am appalled that Reliance has such poor practices as to allow *** behaviour as such. That they allow someone with no relation or authority to set up an account in a fake name. That they proceed to assume a contract with no merit, no form, no signature. They did not validate or request a copy of the purchase of sale with the real name of the new owner. Or have a policy that only can an account be closed when the new owner sets up their account providing payment and a novel thing called a legal contract.
Please have them stop calling my phone
Please have them stop sending mail to my home
Please ensure they do not bully more people with their false accounts
I also want to strongly stress, by no means does my submitting this complaint allow Reliance Home Comfort to enter or capture my name in their system. As the only reason they have my cell is because I called to inform them they needed to go back to their Client who actually had an account with them.
Thank you Revdex.com for the work you do...with companies like Reliance Home Comfort out there you are DEFINITELY NEEDED. Poor business should not be allowed to operate in this manner.
I want confirmation in writing that they will: No longer call my phone No longer send mail to my address Delete the false account they set up in a fake name (I want the account deleted and not just made dormant, with their *** practices I can only assume their IT ability is lacking...I do not want a history that they bring up later) An apology for calling me 2 to 3 times a day during work hours. An apology for their *** practices and inability to resolve this after multiple attempts to tell them on the phone. Ideally, I would want them to provide Revdex.com with their procedure in setting up / transitioning accounts with an explanation of how the above can occur.
Good Afternoon,
We have received this complaint and are following team to investigate further. We will reach out to the customer directly.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I am still receiving as of today *** calls regularly from Reliance Home Comfort and automated voice messages indicating that an account is over due and up for collections. This is the only contact I have received from Reliance Home Comfort since filing this complaint. This is the reason I filed the complaint as Reliance Home Comfort has been trying to *** me over the phone and threaten collections for an account I never set up.
Can you please advise Reliance Home Comfort I am Not a customer of theirs, I do not now nor have I ever entered into a contract with them. I wish for them to respond through the Revdex.com to my complaint in writing.
We have closed the account and adjusted all charges. The previous owner has been billed for the buyout of the water heater. We apologize for the frustration we have caused Ms..
I moved into a new home in August 2017 that had a reliance tankless water heater (*** ) model. Within the first few months, I had contacted Reliance regarding a buyout price, I was told that it would be around $2000. They also informed me that the price would depreciate over time and would reflect the market value of the item. I called yesterday, Feb 13 2018 and I was told that the buyout price was $3020. The rep then told me that she made a mistake and that it should in fact be $3400 but was willing to honor the $3020 price. When asked about the $2000 buyout price that I was previously quoted, the rep put me on a long hold and then informed me that was the wrong price that was given to me. The rep acknowledged that I was quote a lower price but would not honor that price.
Rather than depreciate in value, it seems that Reliance appreciated the value of the heater. Regardless of whether it was an error on their part or not, they should be honoring the original price.
I am looking for a $2000 buyout price for the tankless water heater. This was the original price that I was quoted.
Good Afternoon,
I have reached out to Mr. and have been able to assist with his concerns. He is welcome to reach out to me at any time should he ever require any additional assistance.
Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Was able to provide original quote for buyout .It was handled professionally. I wish the experience was same from the beginning .
Unfair business practices and enforce customer with unclear/*** business practices.
I've purchased home from builder *** in Ottawa, and forced to sign contract with Home Reliance Comfort for a water heater for total length of 7 years. Although the contract mentions terms and conditions, does not mention anything about continuously increasing the monthly lease.
When I agreed to take over the lease of the water heater, monthly payment was 40$/month (+ tax), which is almost double the amount compared to competition.
Since then, every year, the monthly lease rate goes up, now is 45$ without my consent.
There is no maintenance, improvements, etc done to the water heater that explains the increased leasing cost of the water heater.
I've contacted the business (Home Reliance Comfort) to express my disagreement, and I was told I have no other option but to pay the imposed amount or be penalized.
This is totally unfair and I did not agree with the price increase of the lease.
Billing Adjustment Either roll back the lease to original amount or cancel the lease.
Due to the increases in operational cost, the rental rate has increased slightly in order to continue to provide all our customers with the support and reliable service in which our customers are accustomed to receive. We also ensure that our rate increases remain competitive and comparable to the other service providers. In the event that equipment fails, Reliance will cover all the costs associated with the repair or replacement of the physical piece of equipment, thus saving customers time and money. Customers are also guaranteed to reach a live representative whenever they call for a service need and we will always send out a qualified and licensed technician to diagnose and repair the rental equipment.
As per our Terms & Conditions, "You agree that on January 1st of each year during the term of this agreement your Monthly Rental Payment will be increased by the greater of (i) 3.5% and (ii) the percentage increase (as determined by us) in the Consumer Price Index (All Items) for Ontario, published by Statistics Canada or any successor agency (or comparable index if such index is no longer published) for the 12-month period ending November 30th preceding such January 1st.".
In the home there is a Power Envirosense 50 gallon water heater. The rental rate per month reflects the type of water heater. This water heater was chosen by the builder as it is a high condensing, 90 % efficient unit. It helps provide the home with a high efficiency rating, which of course helps with the gas usage as well increases the value of the home. The water heater is also designed to be multi-functional, meaning it could be working with the heating system.
With the installation of this water heater, there was an 84 month term included. Within the 84 months if the customer should choose to terminate the rental they would need to purchase the unit. The rental is ongoing until the customer decides to buyout the unit, or sell the home and the rental would transfer to the new owners. The current buyout of the high efficient Envirosense water heater the customer's home is $2,180.00 + HST.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the supplier. ***. The most expensive brand new water heater at *** or ***, 50 galons, gas, is 1300$ + 250$ installation cost + HST.
I want everyone to know and hope everyone could see the way Reliance Home Comfort is in the business and think twice before contractig this company.
Water heater installed in June 2014. I purchased the house in July 2015.
Since July 2015 to Feb 2018 I paid rent in amount of aprox 1326$ + tax.Additionally, the buyout claimed by Reliance Home Comfort is 2180$ + tax.
Total is 3506$ + tax at Reliance Home Comfort for a 4 years old water heater.
vs
Brand new installed, most expensive water heater with competition is installed 1550$ + tax.
In addition, the water heater warranty remaining is 26 more months, according to the manufacturer.
The terms and conditions of Reliance Home Comfort are *** and have already made a complaint with competition bureau.
I disagree with the business response. I am willing to agree buyout of the water heater at a resonable market price not the super inflated price from Reliance Home Comfort.
Or revert to initial lease monthly payment. This is totally unacceptable
While we strive to keep our costs as low as possible, rate increases for our rental water heaters do occur from time to time, in accordance with our contracts. The customer's contract states, "You agree that on January 1st of each year during the term of this agreement your Monthly Rental Payment will be increased by the greater of (i) 3.5% and (ii) the percentage increase (as determined by us) in the Consumer Price Index (All Items) for Ontario, published by Statistics Canada or any successor agency (or comparable index if such index is no longer published) for the 12-month period ending November 30th preceding such January 1st."
We have raised our rates in accordance with our terms and conditions. Reliance is constantly striving to become more efficient at negotiating the best possible rates and product features not available to the general public, putting us in a position to better manage rising costs, while delivering the value you currently enjoy as a rental customer.
Our first aim is to please our customers and as such we have improved our service capabilities. These improvements included increasing our base of call agents to ensure that customers calls are handled as efficiently as possible 24/7/365 and expanding our service technician capacity to provide customers with expert service when they need us. We are confident, that customers will find the quality of our products and services, even in light of these new prices, to be quite reasonable and competitive.
The benefits of renting with Reliance:
When customers rent water heaters or any home comfort product with us, Reliance assumes the financial, service and asset risk of owning essential home products. And, in doing so, makes them affordable, while providing peace of mind and guaranteed service for life.
I want to take this opportunity to highlight some additional benefits our customers enjoy as a valued Reliance rental customer:
Free water heater replacement should it be irreparable as a result of normal use.
All repairs, parts and labour as a result of normal use are included throughout the life of the rental equipment.
Live telephone support 24/7/365, for your service inquiries.
Guaranteed service from our large network of qualified, licensed technicians.
(The consumer indicated he/she DID NOT accept the response from the business.)
***
1. @HomeRelianceComfort:
- I do not want to have any business with you - I don't need your water heater;
***
- I have never been provided you clear contract describing terms and conditions. I have been *** and *** to sign two phrases that barely refer to terms and conditions (attached);
- Terms and conditions location were vague, on purpose creating confusion and not providing clear access ***, so customers won't look up and get tricked by you;
- ***:
a)Both *** and HomeRelianceComfort tricked me into signing short paragraphs while hiding the real *** content - against the Competition act - complaint have been submitted to Competition Bureau of ON
b) HomeRelianceComfort did not provide clear contract terms and conditions - I have never seen the terms and conditions and they have never been communicated to me - ***
2. *** Is this your socially responsible business conscience and plan for growing the business? ***
3.
Called Reliance because Gas Hot Water tank was leaking, they came promptly the same day and installed a new tank. The installer called me into the waterheater area and first thing he said was he didn't like the look of the water heater because gas valve was bent to an angle outward. He also said he didn't like the water heater being so close to the furnace and would like to come back next day to move it and I agreed thats fine. He said he was going to talk to his manager to see if he could replace this water heater with another because of the obvious damage to the gas valve being bent but he still fired it up and left for the day. My wife calls me at work that nite saying the basement is flooding from the water tank, I called reliance to have them send someone out as I explained I was not home and my wife was home, all she could say is she had noone she could send out and she could tell my wife what to do and I told her my wife has no way of seeing in the furnace room and lady just kept saying a tech would be out for the appointment between 1-5 the next day. I called a contractor and he went and shut it down and helped my wife clean the disaster. He called me and said that water heater never should have been fired up as the gas valve was broke was not in any condition to be certified safe. I called reliance in the morning and told them I no longer wanted their rental and after all we went through she said she wanted to charge me for the new heater install, HA!!!
I asked to speak to her manager as I realize this is all a call centre setup and was told she was in meeting and would call me back, waited 5 hours and hadn't heard from manager nor the tech who was suppose to come to move/remove the tank.
Explanation of Charges I want to know why they want to charge me $160 for them to take their unsafe water heater out that was incorrectly installed , fire up and damaged my home. I also want them to pay for cleanup in my basement by a reputable firm as well as inspection for mold afterward.
Good Afternoon,
I have reached out to Ms. and am looking into this further. She has my contact information and is welcome to contact me at any time.
Thank you.
I have a furnace protection plan with Reliance. On Feb 1,2018, the furnace stopped working. Called Reliance, one technician came and checked. He said that the gas valve need to be replaced. Before he left, the furnace started working again after he reconnect the wires a few times.
On the next day, the replacement part arrived, and the second technician came. He didn't have any interest to replace the gas valve. Instead, he spent 1.5 hours trying to find some reason to shutdown the furnace permanently. After he use a camera with long tube searching everywhere in the furnace's heat exchanger, he said that he found a rust on the exchanger. The location is deep inside the heater exchanger which you can't verify by yourself. (Anything you can see from your own eyes in the heat exchanger is in a good condition )
Then this technician shutdown the furnace and even disconnected the internal wires in the furnace. The whole purpose of his work was to make sure that the furnace is shutdown permanently in a cold (-15 degree) winter day . (even though the furnace was partially work before he came).
After that, it is the old story that someone from Reliance tried to sell the overpriced rental or replaced furnace.
Finally, I called other company to replace the furnace. The installer (gas licensed ) told me that he don't see anything wrong on the heat exchanger.
The Reliance should not shutdown the furnace unless they can prove that the furnace leak CO gas.
Good Afternoon,
Mr. had spoken with the Service Manager *** regarding his concerns. If he does have any additional questions believe he has his contact information, if not, I would be happy to provide it. We do stand by the technician's diagnosis regarding he heat exchanger. Our technician had offered to have another person come out to give a second opinion which he had refused. Once a gas fitter see's a defect in the heat exchanger it his duty by the TSSA to make the situation safe by shutting off gas to appliance. We would be happy to help with any other questions.
Thank you.
I dont know if it is *** or reliance that is at fault or both but I had a horrible experience with a customer agent on the phone. They refused to tell me information about our account because we did not answer their question to their liking. We asked a question about the terms of our contract, they said "I need to know why you want to cancel your water heater rental and I won't continue until you do" We never said we wanted to cancel but the agent insisted that we tell her the answer to an invalid question. She would not continue the call. I asked to speak to the manager, she said they would call me back. I'm still waiting. I've never been so infuriated in my life. I will probably file a complaint with the ministry and maybe the public prosecution office if I think any consumer protection laws have been violated. Needless to say I now have a reason why I want to cancel my water heater rental.
I have reached out the customer directly to investigate and resolve. Thank you Mandy (Reliance Home Comfort)
I would never rent a water heater from reliance. After paying for 7 years n a 6 year contract water heater Reliance wanted to charge me $1000 to opt for buy out or remove the water heater at my cost from the premises for reliance to stop charging me rent, once they receive the water heater in their hands.***. Guess what reliance I will pay $1000 to *** but will remove it from my premises.
Hello
I bought a house 1.5 years ago ( June 2016) and it came with a water heater rental of 450 dollars a year. Since two years of this rental is roughly the cost of a new one including installation I called in a month or two after buying the house and tried to get rid of it. I was told I would have to pay 2200 dollars to buy out the water heater and that the buyout would go down after the first year or so. I have just called in again (after a year and a half) and been told that it is still a similar amount of money to get the water heater bought out. I have just paid most of the cost of a new water heater and the price has barely lowered.
I am writing this in the hopes someone at reliance can take a look into this and offer me a fair way out. I have spoken to multiple people at reliance but haven't gotten anywhere. I just want to pay a fair market value(including the last year and half of bills) for the water heater or have it taken away.
I would like to either reach a fair deal for the water heater or it to be removed at no fee.
We have reviewed the account and the buyout of the water heater is $1280+HST. If the customer would like to return the unit to us, there is no charge, or we can pick up the unit at the cost of $65+HST.
The drop off location closest to the customer is:
*** Drive Unit 3, Cambridge, ***
X-XXX-XXX-XXXX
Call Ahead for Drop Off Not Required
Hours for Drop Off Mon-Fri 9:30am-3pm
(The consumer indicated he/she ACCEPTED the response from the business.)
much less than quoted over the phone and I should be able to make that work
I had recently purchased a tank less water heater, I had been renting from Reliance, this was a rental agreement which was in place with the prior owners of the property. When I purchased the house I continued the rental. I contacted to advise that I would be closing my account as stated above I had purchased my own water heater.
I was told that there is a $40.00 charge to close my account, and a charge for pick up of their hot water tank, one price if in basement another lesser price is on the main floor and the water drained(who has a hot water heater on their main floor').
My question being can a company charge a $40.00 account closure fee?
if it is their equipment should they not be responsible for picking it up'
if this is normal practice then so be it, but seem out of line to charge $40.00 to push a delete button.
Yours *** from Stratford, ON
Product_Or_Service: rental hot water heater
Account_Number: XXXXXXXXXXXXXXXX
Billing Adjustment I am checking to see if this is a common practice, if not then how do I go about denial for the cancellation fee, and or pick up fees being charged. I did phone and speak with the company, the stance taken is that this is within the terms of agreement. I suggested that a fee for cancellation and pick up are unreasonable (approximately may rental fee rate for three months (118.76) there was no negotiation in respects to the bill. I will pay the bill as I do not wish my credit rate to be affected by ending this agreement. I feel that the public should be made aware, and the practice of chargeing a unreasonable in my option rate for reclaiming their equipment, and cancelling an account (65.00 & 40.00) thus I am looking for full or partial reimbursement of the payments, and if not possible that the public be made aware of such fees being charged to customers
It is common practice for rental companies to charge account closure and removal charges. Unlike other rental water heater companies, we give customers the option of removing the water heater without billing the buyout of the unit. Instead, we only charge a $40 account closure fee, and offer to pick up the water heater at a cost to the customer, or customers are able to drop off the water heater to us at no charge.
As per our Terms & Conditions, "If you choose to terminate this agreement or if we terminate this agreement because you have breached any term of this agreement, you will pay us our standard removal charges as follows: (i) our account closure charge (currently $200, if the water heater is one year old or less, or $40, if the water heater is over one year old, or $0, if the water heater is over 10 years old) plus (ii) if we remove the water heater, our drain and disconnect charge (currently $125) or, if the water heater is drained and disconnected by your own qualified contractor, (for a list of qualified contractors in your area please call us at 1-866-Reliance) our water heater pick-up
charge (currently $65 for a gas water heater or $125 for an electric water heater). You will pay such charges when billed by us."
(The consumer indicated he/she DID NOT accept the response from the business.)
the bill states closure and inspection fee. When I inquired that employee stated that the water heaters are examined upon return to see if they are useable for rental for future clients. My object is that this is their equipment, their responsibility. I do not think that a past customer should be charged to eveulate the status of their equipment. I had ask that the closure fee, be reasonable is say half ($20.00) Let's be reasonable. This last bill is as much as an monthly bill and no service was given to me as a customer. The cost of negative experiences being verbalized can have way more then a $20.00 refund. Think about it.
We appreciate Ms. feedback, however our Account Closure and Inspection Fee is $40+HST as stated in our Terms & Conditions, and was also advised to the customer prior to the removal of the water heater. The account has already been closed and the balance has been paid. Thank you.
as I suggested once the bill was paid they would not move in respects to being reasonable. I will continue to verbalize my lack of appreciation for the way in which this company deals with customer issues.
thank you for your time and efforts
I bought a Reliance Superior Heating & Air Conditioning furnace Jan 15 2016. I was told that I had 2 years interest free, or its 19% after. I just found out Jan 26, 2018, when I called for final balance to balance to pay is $8570. Which is a 42% mark up in two years That they had accumulated interested for 2years and added to the total at a higher percentage then my contractual obligation.
Product_Or_Service: furnace
Account_Number:
Billing Adjustment My Bill should have never been accumulated interested. My bill should be $6102
Good Morning,
We have been in touch with Mr. Veltri and were able to address his concerns. He has the direct contact information of the Sales Manager should he need anything further.
Thank you.
Moved to Belle River, Ontario into a new built house. Water Heater was placed by the builder from Reliance. Took possession of our house May 5, 2017.
First Bill April 24 to May 8 2017. I call and inquire. Made me pay it,ask how much rental, told $13.45. Then forced us into extended service & wants us to pay. We called said NO on May 30, 2017 spoke to ***. Out of blue we get Final Notice collection on September 18, 2017. WE call and question how and why? They tell us we did not pay. We ask where was the bill sent, they read the wrong address from their system. We ask them to correct our address and personal information and asked to bill by email. We pay $130 they penalize us we had no choice. We ask why so much, they tell us water heater rental is $28.00/month, we said that's not what we were told. So we call back trying to get to speak to billing manager is next to never, they put us on hold for long minutes turn to hours, so customer give up. They do that on purpose so you pay and give up waiting in queue. October 19, 2017, sent a letter filed a complaint, fell on deaf ears NO answer. January 2018 bill water heater price goes up without notice for the 3rd time since our move in May of 2017 for $32.00. January 12, 2018 again we call and speak to the only worker named "***" at billing, asked if she's the only person in the office. Ask to transfer to manager, she said they won't speak. Pay bill to basically take a hike. The number we call is X-XX-XXX-XXXX she said we raise price without notice now $32.08. I ask where is the contract? answer: Your builder has it, well we need to see a copy, we don't have it was the answer.
Our account number is : XXX XXX XXX XXXX XXX. We are left with no choice and they would not answer our questions and their phone lines put you on hold for at least 30 minutes or so, wanting you to hang up that's their goal for customer service.
WE have over paid them since we were charged from April 24 to May 8 2017. WE took possession of the new house on May 5, 2018, we should not been billed. Made sudden price increase without notice and sent account to collection while they had the wrong personal address and information. Forced us to pay the entire bill including penalties.
We apologize for the miscommunication from the builder regarding the closing date. We have made the adjustment for the days of service that the customer was incorrectly charged for (April 24- May 4, 2017). We were provided with the incorrect spelling of the customer's last name (which has been updated), however, the address has already been correct on the bills. The customer's first statement was pro-rated and they were only billed for 15 days of service, which is why the rental amount was only for $13.13+tax. The customer has always been billed for the correct rate for the 50 gallon power vented water heater ($28.12+tax in 2017). In November, we sent a letter advising of the rental rate increase for January 1st, 2018 ($29.10+tax).
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, however, we never received a letter stating price increase.
Please work on long wait for cue to call
less than 30 minutes wait.
My contract with Reliance was over months ago, yet they still hold me to the payment schedule that has now had me pay of 13,000 for a furnace and Air Conditioner. This was a 7 year contract that is now been complied with yet I am still being billed for that same amount every month. $307.96. Kindly advise.
I wish to have these payments returned to me since the contract has been paid in full as at September of 2017.
Good Morning, This customer had contacted us on May 26 2017 to inquire about her contract. At that time, she was advised that while the 7 year term was approaching, she would still continue to be billed for the rental of the equipment as long as it remains in her home. When the 7 year term was up, she had the option to remove or buyout the equipment. She stated that she would look into removal and was advised to please contact us and let us know when she wished to proceed as we would remove the equipment at no cost. At that time, she had a clear understanding of the options available. We would be happy to follow up on any additional questions or concerns. We will continue to bill for the equipment until it is either removed or bought out.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is completely unreasonable why I would be required to buyout an already paid lease agreement. The equipment has now been paid in full at least a dozen times. Is this possible?
Good Afternoon,
As per the agreed upon terms and conditions, the payments do continue at the end of the term. Section 1 under terms states "the rental of the equipment will be automatically renewed for an indefinite term which may be terminated either by you or us in accordance with this agreement". It also provides options regarding the buyout at the end of the minimum term or after the term is up. I have attached the signed contract along with terms and conditions. While we apologize that Ms. may not be happy with what has been provided, it is the agreement that she entered into.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
*** .know where on this planet would anyone pay over 13,000 for this equipment which I did after my husband passed away over 7 year period.I believe "they saw us coming". I would never be able to payout their unbelievable payout amount which would bring their on going amount to over 20,000.
I have never signed up to the *plumbing protection plannor have I authorized to be signed up to the plumbing protection plan. This was an unauthorized charge made to my account that was signed up to without my permission using my name. No one asked for me to sign my signature to anything.
When I obtained the first bill in August 06, 2017. I called and they told me that the plan was cancelled without charges however the charges continued. However the following month September 2017 the charges continued.
I called a second time September 18 2017, they told me the plan was cancelled and the charges were reverted. They also confirmed my charges were zero.
On October 2017, there was yet another charge as they did not remove it and continued to charge my account. I did not call to cancel this time as I assumed this would sort itself out at this point
November 2017, They continued to charge my account.
December 2017, I got a call from Reliance collections department when I explained I never signed up for this *plumbing protection planthey claimed they have no information. And have started the telephone harassment daily.
January 2018, I see that the *plumbing protection planis yet not cancelled and I'm still being charged for this.
Reliance have failed to cancel a service that I never signed up to nor have every agreed to. They also signed me up and billed me without authorization without requiring my signature. They have further claimed that they reversed charges for the unauthorized transactions which have continued to appear on the following bills. Further more they are now harassing me daily about these charges that were never authorized.
I'm seeing to have the *plumbing protection planin which I have never signed up for nor was it in any contract I was handed removed from my account. Furthermore I am expecting all charges related to the *plumbing protection planto be refunded and for these charges to be cleared. I also expect once this occurs for the *** calls from the collections department to be stopped. I would also like an explanation of how to ensure that in the future when a representative says a service was cancelled to retain a conformation number for my records of such an event. For example does reliance email confirmations of account changes?
The plan was cancelled on September 18th, and all the charges for the plan were adjusted accordingly. The customer is only being billed for the rental water heater, which is no longer billed on their *** account.
(The consumer indicated he/she ACCEPTED the response from the business.)
Our apologies upon further reviewing our records you are correct that the charges were removed on september 18th.
Further more you are correct that the charges previously appeared in the *** bill under "Other Companies" which is now omitted. This was not communicated well through customer service which lead to the confusion.
I have paid for the remaining outstanding balance in full as of today Jan 20, 2018.
Thank you
I am currently being held to a contract with Reliance Home Comfort that was arranged by the previous owners of my house, that we were then stuck with, but no details were provided or agreed to. The contract was for rental of a water heater & an air conditioning unit (which were installed April 19 2013). I am currently paying $65/month for the A/C & $35/month for the water tank.
It was decided that renting doesn't make sense for my household financially---renting costs are significantly higher over time then purchase---, and it was decided that we would exit the contract.
When I contacted Reliance I was told (over the phone, on January 17 2018) that to leave my contract (which I never signed, or agreed to), I would have to pay $1500+ HST in penalties for the A/C and $500+ for the hot water tank. The contract does not state the end of the term of the contract.
I was not given the contract in writing from the previous homeowners, so I contacted Reliance on January 17 2018 for a copy. When I finally received the contract, terms and conditions were provided, but no explanation of cancellation fees / penalties. As far as I'm concerned, then, it means they don't exist. I have no intention of paying such a penalty and intend to leave Reliance (returning their equipment) and move to a different company immediately.
I do not wish to continue with this contract that was entered to with the previous home owner.
Please immediately cancel the contract for the rental of the AC / hot water tank. Please also come to disconnect / removal the equipment immediately. I am open to a new hot water tank contract if the terms and conditions are right. Thank you.
Good Afternoon,
Mr. had agreed to the rental of the AC unit in his agreement of purchase and sale he also assumed the contract and terms and conditions. As per the contract ***, we can remove the AC for a cost of $405.00 + HST or buyout the unit.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi.
What is the exact cost to buy out the unit? I don't see the full details of the AC unit on the paper contract.
Please outline the exact term (length) of the contract for the AC and hot water tank as I am having difficulty finding such details. Also please outline the cancellation charges. I also received new paper work regarding a 15 year term.... all of which was automatically enrolled without any prior consent from Reliance.
I would also like to know, in writing the exact costs to me to have the air conditioner and hot water tank removed immediately. I was told a few different details on the phone and it confusing as I do not know which to go by. Please also outline any early cancellation charges which you may charge and the date in which I can avoid them. All these requested details would be beneficial in deriving a solution to this issue.
I thank you in advance.
Good Afternoon,
I have been in touch with Mr. and have provided the information needed. He is welcome to contact me directly at any time with any additional questions.
Thank you
I would like to share my recent experience and ongoing frustration with Reliance Home Comfort.
I was a customer of Reliance Home Comfort for close to 10 years. In January 2017 my water heater went down and since I no longer had a contract with them, I decided to save some money by terminating my relationship with them and buying a new water heater outright. There was no money left owing on the original water heater.
When I initially reached out to the company I was advised that I would need to remove the water heater from my house and deliver it to their North York location (about 40 minutes away)...finally I was given the option to have one of their contractors dispatched to pick it up for a $75 fee. I chose to go with the Reliance driver pick up since delivering the unit myself would require that I rent a truck + gas + time.
In October of 2017 I noticed that Reliance Home Comfort has continued to debit my bank account every single month since in the amount of $10.15 per month. When I called customer service they had advised that I would need to provide a proof of pick up receipt in order to both get my money back and have them stop future monthly auto billing against my bank account. Well unfortunately after 10 months I am having challenges locating said receipt.
My first thought is that they must have a record of the dispatched pick up as I have had a few conversations with them on the matter and I am sure there are multiple notes on the file. Additionally would the dispatched employee not have submitted his paperwork for the day? If this company was a customer centric they would have taken the approach of confirming that one of their contractors was in fact dispatched to pick up the old water heater and assume that it since he was dispatched that the equipment had been picked up. Why do I have to prove it was picked up when it was one of their employees dispatched to pick it up?
If I cannot produce this confirmation of pick up receipt should I expect that I will continue to be billed this monthly fee for the rest of my life (because at this time I do not have the old water heater or the proof of pick up receipt)?
Please help!
I would like Reliance Home Comfort to stop auto billing me $10.15 per month and return all of the monthly payment taken since Jan 2017.
We have confirmed that the water heater was picked up on December 28th. The account has been closed, and charges have been adjusted accordingly. We will not charges the $65+tax pick up charge due to the delay in closing the account. We have issued a refund for -$20.30.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know why Reliance is saying that the water heater was just picked up in December. It was picked up more than 1 year ago and I have been paying the $10.15 per month for over a year for a water heater that I do not have. I expect that Reliance refund me the $10.15 x 12 months. Also, I already paid the $65 + tax for the water heater pick up when Reliance picked it up over a year ago (so waiving the fee for me doesn't apply here). When I ordered the pick up I was told that since I was no longer a client the pick up would have to be COD.
We truly apologize for our error. The water heater was picked up December 28th, 2016. The refund will be -$131.95, which the customer will receive within the next 2-3 weeks.
(The consumer indicated he/she ACCEPTED the response from the business.)
last week my hot water heater sprung a leak. I would like to commend service person blake r.for his service, he was very efficient and courteous, but must add the call-in phone dept needs improvement.
I have reached out to this customer and look forward to learning more regarding her experience on the phone to see how we can improve. We're always open to feedback and appreciate that she has taken the time to reach out.
Thank you.