Reliance Home Comfort

I never signed up for a contract. We contacted Reliance to have a technician come look at our hot water heater that was not functioning. Never at any point did I agree to any contract of any sort. A few weeks later we received a letter notifying us that we have now been enrolled in the Heating Protection Plan. They claim that we agreed to this transaction. I will be following up with a request for documentation related to the visit. The payment was made on a smart phone so I will also be requesting any documentation related to that. If warranted, legal action will be taken. Apparently had I not called I would have automatically been enrolled in this program . The letter provided states a January 21st effective date.

We have a *** 3 boiler system that's supplies heat and hot water to our home. The original contract was for 10 year rental and with MorEnergy. Reliance took over MorEngergy and the contract. We are now in the 8th year of our contract. For the last week, we have experienced repeated issues with the boiler resulting in no heat and no hot water in frigid cold weather. We placed numerous calls to Reliance and the 4 technicians sent to service did not know anything about the boiler and not able to resolve the issue although each time we were assured that an expert was dispatched. After much frustration, we called the supplier of the boiler for assistance and was told that it may be the an issue with the exhaust motor and provided us a contractor who is certified to service the boiler. We have relate the info to reliance and requesting that they send a certified specialist to service as per contract. However, they again indicated that they will send a technician. After 4s bring 4 techs who were able to service, we are not comfortable in letting an uncertified tech to install and service the boiler as we want reliance to fully assess the issue to determine resolution. We have asked that they arrange to have the referred contractor to service or let us arrange and reimburse us since we are bound by the rental contract. To date, we still have not had issues resolved.

I rented a heater from Reliance, did not like doing business with them, and I bought the heater from them in June 2017. Reliance overcharged for the price of the heater and then charged me rent for even time that had not occur yet, but I paid it anyways. Eventually Reliance issued a bill with a credit balance statement to reflect the rent I paid that corresponded to a time later than the purchase of the heater.
The amount was $151.86. I requested a refund, but simply continued to receive invoices with the $151.86 credit balance until Oct 2017 when Reliance had a rental charge of $58.07 deducted from my credit. I called and after much discussion , the operator agreed to issue me a refund, but the cheque I received was for $93.79, $58.07 short of my credit.
I called today when I received the cheque, and a male *** operator who did not identify himself told me he would look into it and call me back in a few days, after making a decision. I told him that the information was all in his computer screen and my bills and that I would like him to agree to refund me.
The Reliance operator taunted me and played power games hoping to provoke me. I didn't lose my cool, so he hang up.
I called again and spoke to a female *** operator who identified herself as ***. She put me on hold after I explained to her the situation. She came back to the telephone and acted as if she and I were elementary school children and explained to me that the charges were rental charges I had incurred after the credit balance (an impossibility since I had owned the heater for 5 months by then). I explained the situation to her patiently again and requested to speak to a supervisor after she repeated the previous message claiming bogus rental charges. She asked me to wait on the line and put me on hold over 45 minutes ago. I am not holding my breath that they will answer the phone.

I contacted Reliance Home Comfort to have them inspect my furnace, they said it had been tampered with and had to be replaced, I just bought the home so I needed a report to this effect so I could recover my cost from the seller, they agreed, the installers were outstanding, clean, professional job and I wrote to tell them that, however then the nightmare starts there, they jerked me around never gave report, then I get an email saying please sign the financing document I refuse saying until I get report I wont sign, three days later a company calls its *** financial saying thanks for signing the paper work your payment starts on this day, I called *** and say what the *** I never signed, they sound concerned and say we paid reliance so will have to look into this, I send all emails to prove they FORGED my signature, still no report and no call in fact I'm transferred from *** too Reliance customer service...ewww there really concerned about this...however still no calls, weeks later I contact *** and they say nothing has been done, say the contract is what there going buy...and they have not seen any emails, I send again, but this time I notice that there email is actually reliance...

I'd like to share my recent experience with Reliance Home Comfort.
I recently noticed that it was chilly in the house and that the furnace was not running. The thermostat had a message saying "System Malfunction Call Technician".
I called Reliance Home Comfort because I have a protection plan with them. The next day, they sent the first technician to fix the problem. After having a look at the furnace and touching it he said that it was very hot and that might be because of a problem with the airflow. He then adjusted the speed of the fan from Auto to High telling me that the furnace would be OK now.
After two days the issue came back, and the thermostat showed the same message. I took a picture of the message on the thermostat and sent it to the technician, who called me the next day to tell me that he was coming together with another technician who has more experience than him.
They came and spent some time trying to fix the furnace, before telling me they're hoping the problem had been solved and giving me a document saying "System Working Fine". The new technician also told me that he would come back with a tool to measure carbon monoxide emissions.
He came back two days later, and after measuring CO emissions he told me that the furnace was in very good condition and looked like new.
One week later when I came home from work I noticed that it was again very cold inside the house. I looked at the thermostat only to find the same message had appeared again and that the furnace was not running (usually when that happens I turn the power off and on again and the furnace starts running).
Again, I took a picture of the message and sent it to the new technician. After waiting for two days and not getting a response, I told my son about what happened and he called the company.
Reliance sent a third technician who came on Tuesday, Dec. 12, around noon. He brought a long device with him that had a camera at the end. He inserted the camera into heat exchanger, showing me that there was rust on it, and said that he must turn off the furnace. I was shocked because the temperature was minus twelve outside of the house at this time! I told him that the furnace was working fine based on previous diagnostics by Reliance technicians and we cannot stay without heating in severe cold weather. With a very rude demeanor he told me that he must go by code and can't keep the furnace running and that I "have to buy a new furnace". He then added that they can install the new one the next day. He left the house for short time and told me that a sales man from reliance will come at six o'clock to explain what options I have.
The sales man came on time to the house at six o'clock. I was told by him that I have one of two options, either buy or rent one from them. To buy one he quoted me the price at $7919 plus tax. If I decided to rent it the cost would be a monthly payment of $109 plus tax.
I asked the salesman after he looked to the furnace if it might be under warranty. He looked at the tag which indicated the date of installation was 2009, and started laughing saying "no way".
I asked him to leave the papers with me and let me think about the options. The same day we called another company who quoted me for the exact same furnace for $3250 tax Inc after rebate.
On Wednesday, my son called the manufacturer *** about the parts that needed to be changed (heat exchanger). They told him that the parts were under an enhanced warranty for both the primary and secondary exchangers! They informed us we only have to pay for the labour.
We then called another company who ordered the part for us on Thursday. The technician from this company came the next day and was surprised we wanted to change the heat exchanger, stating that it did not need to be changed. He replaced it for us anyways since he had already ordered the part, but found that the root cause of the issue was a clogged drain pipe. The furnace has been working perfectly since the clog was cleared.
He then added the technician from reliance he was not supposed to shut the furnace off for two reasons:
1. what he showed you was not rust and in all cases did not affect the functionality of the furnace
2. as long as there is no carbon monoxide problem why would he shut the furnace down
Realizing that the Reliance home comfort protection plan excludes repair costs of heat exchangers, my son called reliance to complain why we were not given the option to pay for the cost of labour if the parts were covered by ***. The customer service representative finally conceded that Reliance does have an option to replace the parts at a cost of ~ $1000 + taxes
In my opinion Reliance Home Comfort tried to take advantage of me, putting me in a corner on a very cold day in order to spend over $8000 on an unnecessary new furnace from their company, not taking in consideration how dangerous it is to be leaving two seniors in their 80s without heat in the middle of winter.

! I have been paying them once a month for at least 3 years with the expectations they will service my furnace once a year, and/or repair the furnace if necessary. Twice I have made an appointment for a furnace maintenance, and twice I have waited at home for five hours without them arriving. In addition I did not receive a phone call informing me of the cancellation. Also on both occasions when I called to check on the status of my appointment I was left on hold for over an hour before I spoke to a representative. The fact on the first occasion they offered to not charge me for the next two months was a total insult. Did they think it was a bonus to not charge me for a service they did not deliver!

Contacted Reliance about my hot water tank rental on Jan 1st at 6pm. Tech came at 5pm the following day and was unable to fix the issue due to missing parts. He assured us it will be delivered the following morning and we will get hot water running. No delivery of parts have been made. I called at 1pm and was told the parts are enroute and will arrive any moment. Call again at 5pm and was told delivery will be made by 6 pm, then was transferred to "resolutions" department where I was told deliveries can me made up until 8 pm. Then later told 10pm. This company has no accountability. I have a 3 week old infant and my house has no heat or hot water thanks to unreliable reliance. .

I have been without heat (and hot water) in my house for 4 days now. My furnace needs my rented water heater to function. I first phoned Reliance on Dec 30. After 30 minutes on hold the first customer rep managed to hang up on me within 5 seconds. The second rep I talked to (after 30 more minutes on hold) was a lady who struggled with the English language and seemed to be reading from a script repetitively to communicate with me. She was stumped when I asked how Reliance triaged home heating vs water heating problems. I asked to speak to her supervisor. She said that she could not put me through to her supervisor but that he would call within within an hour. An hour went by -- no call. He never called me actually. I called once more and spoke to a nice lady who was appropriately apologetic and pointed out that the technicians were swamped. I had to wait until 1:10pm the next day for a technician to arrive. He diagnosed a problem with the igniter but did not have a spare part available. He said a part would be delivered to my house today (January 2nd) and I should call the customer rep when it arrived to arrange for installation. He also left a space heater with me that is ridiculously inadequate and would not even heat a small room. It's 1:03pm now and no part has arrived as yet. I have had to seek alternative accommodation for four days now and have mostly been eating in restaurants. I am actually dumbstruck by the lack of adequate customer care offered by Reliance. I am more concerned about the potential health consequences this situation would have brought upon a disabled person, a frail senior or someone without anyone to call on for help or the financial resources to find alternative accommodation. By signally failing their customers in need and with very real health risks and liability for those risks, Reliance is surely skating on very this ice.

As of January 2017 we have been paying for an extended heating protection plan monthly on our 7 year old York furnace. Our furnace stopped working Dec 31 2017 and a service call was placed. The technician came today Jan 2/17 and declared our furnace "condemned" due to condensation and issues with condensation effecting internal components such as the blower and a hose had fallen off? We were told that it wasn't covered because it could have started before our insurance was started a year ago! Now I don't have a working furnace in -30 degree weather and have paid in to a protection plan that is useless. This is a disgusting upsell for useless protection and I feel that if they had been concerned with the health of a 6 year old furnace they should have had someone inspect it before instating coverage! They offered to give me back my coverage I have paid into for the year but not to cover a repair or replacement so I am left with a "dead" furnace.
Account # XXXXXXXXXXXXXXXX

I have continually called and emailed the billing department in regards to the fact that I have moved from *** Huntsville since August 1 2017. I have moved from this address and have requested over and over again to finalize my bill and have been informed every time hst it has been completed and resolved. Today I received another bill notice that I owe again. My move date was on September 15th 2017

Whenever I call in and speak to different Individuals they say they have no such record I have emails and phone bills of myself conducting these calls and also for the fact that they have my new address in Gravenhurst do final. I state this every time saying how can you possibly have my new address if I didn't communicate this to finalize it.

This is the last step in resolving this and if it isn't done I will have no other alternative but to litigate commencing October 1 2017. Please advise

My furnace stopped working on Dec 28, 2017 morning. I called Reliance service department on Dec 28th, 2017 around 9am to request a diagnostic service. After 45 minutes of waiting to speak with a customer service representative, she told me that she could not schedule any service for me because there was an over-due payment in my account. I said I would pay it right away with my credit card. Then she said she had to transfer me to their billing department first and then schedule my service after the payment was confirmed. I asked if I needed to wait for another 45 minutes to speak with her after payment or I could be transferred back to her right away. She said I had to wait again. I was upset about that and told her that I have 2 toddlers at home with no heat, but she said there was nothing she could do. Then I was transferred to Reliance billing department which I waited for another 20 minutes before I spoke with someone. While I was waiting, I remembered that I paid my bill on Dec 20th, 2017 via online banking and I even called them the same day to notify them. I moved recently and forgot to change my billing address with Reliance but I have mail redirect service through Canada Post. Anyway, I paid my bill on Dec 20th, 2017 with notification to Reliance. The person who helped me on Dec 20th, 2017 even put a note in my account. I told the billing representative that I have already paid my bill on Dec 20, 2017 but he told me they have not received the money yet because it was done via online banking. I had to pay it again by Visa before they can schedule me with any services. I requested to speak with a manager (***, employee ID XXXXXXXX). *** told me that there was nothing he could do for me if I didn't pay the bill again right away. I voiced my concerns:
1. Did the first representative even check the note in my file that stated I called on Dec 20th, 2017 to notify the payment?
2. If I was someone that could not afford this bill right away, would Reliance refuse to fix my furnace in the middle of winter when there were 2 toddlers at home and -20 degrees outside?
***'s answers were:
1. online banking takes 5 business days, so the money has not arrived yet, so I had to pay it again before booking any services.
2. YES. If I could not afford the immediate payment, Reliance WILL NOT provide me with any service!!!!! Then I said I would pay it now but I needed to speak with someone regarding my concerns and he said there was no department or person that deal with customer complaints.
It is unbelievable that a such big company has no department to handle customer complaints. More ridiculously, after I paid the bill again, *** told me "Oh, after I checked your account, I noticed that you don't have protection plan with us, and you only have rental water heater through us." I was about to lose my temper: "YES, I knew. I was calling to simply book a service, not to ask for a free service. All I am asking is to have someone to fix my furnace and I will pay for the service!!!!!" By this point I was regretted to even contact Reliance for a service! The only reason I called Reliance instead of other companies was because my furnace was purchased and installed from Reliance a couple of years ago. Then, I was transferred back to service department which I waited for another 30 mins. Finally, someone was scheduled to check my furnace on Dec 29th, 2017 between 7am to 11am.
On Dec 29th, 2017, a technician came to my house around 10:50am and he called me after he finished. He told me that there was nothing wrong with my furnace and the problem was caused by the snow and ice that covered the outside vent. He also said he removed the snow and ice for me and he would only charge me for the diagnostic fee ($99 CAD) since he did not need to repair anything. I was very pleased with his service and thanked him. (My mom who does not speak English was at home and signed the bill) However, I saw the bill of $234.05 CAD when I got home at night.

Following a notification of water heater rental price increase accompanied by my last bill I contacted reliance to express my disagreement about the rate increase and asked for the removal of the appliance from our home. In the same conversation I was offered to buy the water heater for the amount of $150 instead of removing it which I agreed upon (as indicated at the beginning of our conversation all recorded and will be presented upon request). After more than 4 weeks I have not received a final bill for the purchase of the water heater or any letter from reliance to confirm the deal. And this prevents me from removal or change of the unit in my basement. Please advise me of the next step I need to take to ensure the deal is done. Your advice and help is appreciated.

2 NO SHOW service calls. Paying for a program monthly I can not access service for. Customer service was EXTREMELY RUDE, did not want to help and hung up on me after I held for more than 40 minutes to call in my second no show. Talked over, was dismissive from the moment she answered the phone. Treated my call as if it was the most useless call. As a result I still have no HOT water and I have a 7 year old. I have booked another service call online. This is my 3rd try to have my issue resolved.

I have contacted Reliance several times over the last three years about the hot water heater not working proper and have since stopped payment until it has been fixed the last communication was that they could not fix it until my bill was up to date it is a rental I did not agree with when buying my house it is unfair to pay for a service that is not maintained annually or up to satisfaction with a family of six not having hot water is unsatisfactory it has been one bathe or shower a day for awhile due to hot water heater payments should be dissolved until rental unit has been fixed

On December 27, 2017, we experienced a significant furnace problem, in the midst of a extreme cold (-30C or lower)warning in central Alberta. We had a reliance home comfort protection plan, so I proceeded to contact immediately to set up service for the furnace. The first call occurred between 4:00 pm and 5:00 pm MST. The first customer service person indicated that they could not provide service before 1:00pm and 5:00 pm the next day, at least 24 hours or more of no heat. I proceeded to indicate that this was not sufficient due to the extreme cold conditions, and that they needed to come sooner. She indicated that there was nothing she could do. I ended the call and completed some troubleshooting. I called reliance again, about 10 minutes later, and again another representative indicated that this was the best service window that they could provide. I spent about 1 to 1.5 hours explaining the situation to the customer service rep, only to reach the point at which I indicated I wanted to speak with supervision. The customer service representative indicated that a supervisor would call within an 1 hour. Since I was unsure whether or not this would be resolved in a timely manner, to protect my home from potential freezing, I proceeded to contact a local plumbing and heating contractor to deal with the issue.

After about an hour and one half had elapsed, a person from reliance called indicating that they could get someone to the house between 7:00 and noon the next day, still 12 hours of waiting. Only after further discussions and debate did they finally relent, and indicate that they should be able to get someone to the house that evening. I indicated that I had hired a local contractor already, and that I was dissatisfied with service level, given the extreme conditions.
Product_Or_Service: Reliance Home Comfort Protection Plan

.. Don't start with them, as to just cancel it will take ages no matter how many escalations you raise it doesn't matter to them.. All you receive is Reference number and no action. But one think you get on time is the Bill..

And all they blame is on different departments.. Such a Unpleasant experience

Reliance Home Comfort is the worse company ever. That simple. My advice is to stay away from them. I was out of hot water for 5 days before my hot water tank was repaired and I had to threaten them through several phone calls before they solve the problem. I will spare you the comedy of errors and incompetence that occurs over those 5 days.***. ***. Needless to say I will now look at other option for my hot water needs.

I am writing you to complain about Reliance Home Comfort because of the repair of my furnace at property at *** East, Hamilton, ON, ***
Since December 9th, 2017 we are trying to get our furnace fixed, without success. The reliance technician came three times on December 10th, December 13th and December 14th, 2017. Each time he repaired the furnace for only 30 minutes and then the furnace stopped working. Since then, we have to call Reliance every day again and again.

On the fourth time (on December 17, 2017) we had an appointment between 8am and 1pm, but the technical did not show up, and when we called Reliance customer service, they informed as that the technician is busy due to high value of calls and he can't answer the phone. Hereafter at the end of the same day, when we called again, we heard that the technician couldn't enter the property. That's not a true at all, because the technician supposed to call in advance, but he did not call and we were sitting waiting the whole day.

On December 18th, 2017 I complained the issue to the Complaint department of Reliance. The department answered me that a technician will come on December 19th, 2017 to repair the furnace.

On December 19th, when the technician arrived, he found out that a part (control board) needs to be changed and a senior technician will come on the same day between 4pm-8pm to fix the furnace properly. However by 8pm nobody showed up from Reliance.

Therefore, I request Reliance to fix my furnace properly, without further delay because I am paying $45.19 monthly for the hearing and cooling protection plan. Also we have sick kids who need heating in this extreme cold. Otherwise Reliance must rebate me of one year fee of protection plan.

I got 3 quotes on furnace and hot water tank, and chose Reliance in large part because they offered 18 month deferred payment. I decided to rent the hot water tank. I set up payments right away and pay on-line through my bank, though they offer many options for payment. When I went through the deferred payment rules with the sales person, he advised that the interest is high, 19.9% and accrues from the date of purchase: If I pay the whole amount by April 1, 2019 it is $6,044.71, but if I am late, it will be about $11,000 (he said). I said no problem. I received a confirmation letter from ***, and was told they are a division of Reliance. I tried to set it up as a bill payment on my bank's website and could not. I called ***. They do not accept credit cards, e-transfers, internet or phone payments. Only a cheque/money order in the regular mail. I cannot pay this way - I don't even use cheques. I don't even use the regular mail usually! I called my salesperson and said I would not have signed the contract if I thought the company did not accept modern forms of payment. I asked to speak to a manager. NO one called. I called him back a couple of times, then sent an email about how customer service is only good when I am buying. I got a voice message from a manager, whom I called right away and left him a message in reply, and then nothing. No response. I feel that I have been signed up to a high interest contract and road blocks to payment are being put in my way. No one uses cheques and snail mail in 2017! How come I can pay the hot water tank rental through the website, credit card, or bank - but not the high interest loan. If this had been disclosed, I would not have purchased through Reliance. I even pay the 13 year old boy next door to occasionally walk my dog by making interac e-transfers.

We have a water heater installed in our house located at *** Cres. Ottawa ON in 2009. And have been paying to Reliance Home Comfort until Oct 15 2012, when me moved out and rented the house to a tenant. They paid the Reliance Home Comfort monthly bill until Nov 2016. After tenant moved out, the house is vacant and we have been trying to sell it. I called Reliance Home Comfort to find out what the situation on the water heater and was told we owe them 600+ on the account. However, I asked to see a copy of rental contract, I was told by the billing department as well as the customer service that there is NONE.

After several requests to speak to a supervisor, I got transferred to ***. She said she will locate a copy of my contract and email to me. However, she called and left the following message at 11:10am yesterday:

"I am calling back in regard to the contract we talked about in the morning. Just you know there is no actual contract for this water heater.So there is no information on this contract and it is a month to month rent.This is the part of the term and condition when the water heater was install on your property. We provided the term and condition of the water heater. That's what you agreed and you let us installed the water heater there. If you have any other question, call me back. Our phone number is .... Just so you know that the charge on your account is valid. The 29 dollars is the monthly charge, and the 607 is from 2016 until now."

I have called and left two messages to her:

1. 8 years ago, the door to door sales person removed our water heater and we started receiving bills from Reliance. We had no idea this rental is indefinite.

2. Since there has been NO contract, how monthly payment is calculated based on what? Our tenants paid the rental fees until Oct 2016. How 607 dollars is calculated.

3. She should arrange technicians to remove the water heater asap.

I have not heard back from her since.