Reliance Home Comfort

Dear people, I wont say anything about buying from them, but PLEASE be smart and NEVER rent your AC/Furnance! ***, you will overpay twice the price and their jack up initial installation price so you are on the hook for the buyout! Buyout at the end of the 7 year rental would be what you would normaly pay for way better equipment! And when you buyout they dont give you the warranty even though they put their sticker on top of the manufacturer sticker! And you wont be able to register with manufacture since they already registered!

Dispute of outstanding charges and lien against home.

The following is their list of charges, however, the actual outstanding amount is far less.

Home Comfort System: A/C
$ 4,810.00
GST
$ 240.50
PST
$ 336.70
Current Account Balance:
$ 3,675.65
Rental Charges to the above closing date:
$ 388.09
Total
$ 9,450.94

The current and outstanding charges should only be current account Balance of $ 3,675.65, however, they refuse to accept this as fact.

Requesting a billing adjustment, correction to credit report and removal of lien from the residential home.

Unfortunately not much good with this experience after sales consultation, will try to keep it short and objective. Purchased a furnace, AC, Hot water tank and garage heater in late summer 2017 from Reliance in Edmonton. The interaction with salesman Jamie was great, he had been an installer and had first hand knowledge that helped me understand the zone system that I required in our home. Everything got installed and the lead Tech Tyler seemed informative and had lots of advice. There were some bugs that needed fixing at the beginning that were solved and ac was cold so thought all is well. About 4 weeks ago the city inspected the work and failed everything except the AC unit. The red tag deficiencies were: Improper vent size in garage furnace, no manual left on site, No heat loss calculation for the furnace in house, heat rise report does not meet minimum standards, improper venting for hot water and furnace (caused ice build up under deck and error codes in heat mode) did not install basement cold air return, did not cap previous 5" vent to outside. I called the office witch is actually a call center out east and got no response, the original Tech eventually called and asked me why each item was failed, I told him what was written on the tags by the city inspector. I spoke with him a few more times over 3 days and eventually did not hear back.Called many times to book an appointment to fix red tag items and was stood up 3 times, all no shows for appointments that they made. Dur ring this time we noticed that the zones were heating at different rates and the furnace was cutting in and out a minute or two apart. We called the office again (out East) and was told that because we were "red tagged" they can't send a service person to fix anything but someone would get back to me right away...... two days later I had not heard from anyone so went directly to their office here in Edmonton. Spoke with an apologetic lady in the office who sent an email internally and gave me her number to call locally (thank you). About an hour later our child called me at work to let me know that the furnace company was at our home unannounced, I left work and went home where I met two service techs who found several problems that were not related to the red tag issues. They returned and spent 5 hours fixing mistakes with the original installation independent of the red tag items.Zones were hooked up in-correctly, senors on wrong location, etc. It had been 3 weeks at this point from my original contact with Reliance. I finally emailed Warren the company Manager with the experience so far, he thanked me for giving him the opportunity to "fix this" and a few days later a crew showed up to repair the deficiencies from the city inspection. I don't know if all repairs will now pass as I am waiting for the heat loss calculation to be completed. I am told by the inspector that this should have been completed at the very beginning to ensure the correct size furnace would be installed. The tech advised me on November 22nd that his manager would call me the next day, I never heard back from his manager. 2 days later I emailed Warren, the company manager on the 24th and he said he would get back to me right away. Its Now November 27th and I still have not heard from Warren.
Our furnace sounds like a jet when it runs, we cannot get the city inspector to come back until all red tag items have been repaired and it appears obvious now that Reliance really does not care about its customers right from the top down. Not sure if I need to call a different *** dealer to have the repairs completed???

Update: November 28th Received an email from Warren after this review was posted and set up an appointment the next day for his installation manager Collin to address all items failed by the city along with a tech. The next day only the tech showed up and we went through the list together. The outside venting has been an issue since the date of install, we have had 4 different techs give conflicting information on what is code and how they should be installed. The tech on this day left with out knowing how to repair but returned after he spoke with someone on the phone and modified the outlets. I was told that someone would email me the next day or call with the heat loss report as the tech had taken room measurements. I had not heard from anyone as of December 4th so emailed Warren to let him know about it. We have been waiting for over a month for repairs since failing the city inspection, wasted several days off work waiting at home for appointments that were not attended by Reliance. I asked in the email to Warren what his companies mission statement was, he sent back simply that Colin would send me the report tonight which I did receive.

We purchased a home last year and had a new furnace installed right away. After much back and forth and installers not showing up when scheduled the furnace was finally installed and a contract signed for financing with ***. We were charged on 3 separate bills, our old home, this new home, and for the previous owner's of our new home. It took months to sort that out but I believed it was. Roughly 6 months later the same salesperson, ***, returned and had an A/C unit installed. We signed the same financing contract. Today, December 1st and 6 months since the AC installation the salesperson taped a sign and bill (the same contract that says "financing" on it) to our front door and took pictures of it. I went out to see what the issue was and he told me that he would be repossessing our equipment for non-payment. Turns out he forgot to add it to our bill and Reliance charges financing under the name "home comfort service" for which we may $84.99/month with no additional details so it is impossible for us to know that did not include our AC. Why wouldn't it? So on my front porch *** tells me that I have 7 days to pay $3840.87 because he made an error and he did not put through our financing and *** had instructed him to post the note. We contacted *** and customer resolutions who offered no explanation or help. I asked for the number of someone in head office that could help and was refused. We are happy to pay as agreed and the following is the email from Customer Resolutions:

"...I am concerned with the information your provided below. Reliance does not send collectors door to door, nor would we ever reposes the units from the home. The person who came to the door, did they have identification or paper work that they gave you?

Your account with Reliance is not past due. On the account you have the rental of the water heater and the furnace...
*** Customer Resolution Specialist
RELIANCE HOME COMFORT"

If this is the case why did I have a red marker notice taped to my door? I sent a photo of it to customer resolutions who told me *** (the same manager we have already spoken to and who sent *** to post the notice) would be in contact.

In April 2017 I purchased a new air conditioning unit from Reliance.The sales rep.informed me that I would be eligble for a double rebate of $400.00,one from Ontario Energy program and a matching one from Reliance.I received the $400.00 from the Ontario program in June. In late July I contacted the sales rep.(***)to advise her that I had not received the $400.00 rebate from Reliance. She said she would look into it.
In August she advised me that she was waiting for a reply from her boss whom I assumed was the sales manager or supervisor. In September I got a telephone call from a person *** who said he was from Reliance. He advised that I should have received the rebate by now and would look in to it and to give him a week or two. He left me a cell phone number (XXX XXX-XXXX) if I needed to reach him. In October I called him a couple times with no response until October 24, when he responded to say I should have my $400.00 in about two weeks and to call him if I didn't have it by Nov. 15th. I have dialed him three times in the last week leaving voice mail each time but have not had a response and still not received the $400.00 matching rebate.

Reliance installed a hot water heater in my mother's home in 1999! When I called to ask that it be replaced before it starts to leak, they refused. When I insisted, they sent a serviceman to the home to give a quote who not only did not bring a tape measure.( he just guessed how far the furnace was from the chimney) he did not leave a quote behind. When I called Reliance, they assumed no responsibility because they had sent a third party contractor.
After 50 years with Reliance we will be purchasing a hot water heater elsewhere. Not only will it save money in the near future, but I won't have to deal with their incompetance.

My issue is with the Sudbury office of Reliance, this was not one of the options in the drop down menu, so I have selected Barrie as I live in North Bay and that is the next closest.

Anyway, my issue is that I purchased a A/C Unit this May, it was installed on May 17th.

SA1000AC_S-2_0T Smart Air 1000 Air Conditioner 2.0T - SUDBURY/BARRIE 1 $69.99

Is what I purchased, it should have included a cover for the outside portion of the A/C Unit, per this line of my contract...

4282 *** UPTO 16 *** 24,000 BTU & COVER (W33.75" x L33.75" x H27") 1 $0.00

I didn't get a cover at the time as they were back ordered, which is no problem, but I still haven't received it at this point, now over 6 months later, and now that the winter has hit and I actually need the cover. I have called the customer care line at Reliance X-XXX-XXX-XXXX at least 2 dozen times since mid-October at this point and I have called the office in Sudbury directly multiple times. I have emailed and called the salesperson who looked after putting together my contract.

I have never been contacted back by the salesperson, or by the Sudbury office. I have spoken to the customer care line many times as I mentioned and they always attempt to reach the Sudbury office while on the phone with me, but can't reach anyone so they leave a message and email, then say they will call me back. I haven't received a single call back at this point.

My salesperson was ***. I pay $69.99 per month for the unit by pre-auth on my credit card.

Thanks,
***.

About 3 years ago I had rental furnace and A/C , with monthly rental fee of $113.00 .
In July of that year, I changed my financial institution to ***.
I called reliance 30 days before my next billing date and advised them of the change.
The following month Reliance extracted a payment from *** as well as *** , leaving *** account in the negative with an NSF charge.
The next billing date , Reliance issued an NSF charge on their billing.
At that point I contacted reliance by phone, and was told to pay the amount on billing and it would be sorted out for the next billing.
At that point, since the billing was not properly adjusted, I contacted my bank, ***, and issued a stop payment on all claims from ***, and also advised Reliance that I will be making manual payments from now on.
I have continued to make my monthly payments of only $113.00 , via bank transfers.
Several calls were made to Reliance by myself, asking them to adjust the billing and remove the late payment charges.
During the course of the past year, I had my banking institution Fax them the required information 3 different times, as they had told me if info was faxed to them they will update my account.
Each time they tell me they did not receive the faxes, but I have copies of each of the faxes that were submitted to them by ***.
I then proceeded to send a letter by registered mail with all details.
The mail was tracked, received and signed for.
These steps were over the course of the year.
In that letter I also put in the breakdown why the payment submitted for October 2015 was only $26.95 instead of $113.00 as follows:
payment required for Oct = $113.00
less NSF charges levied by *** = $49.36
less NSF charges levied by Reliance = $25.00
less late payment charges = $1.69
less registered mail costs = $10.00
payment submitted for October / 15 =$26.95
Reliance still ignored this information and continued to bill me for those costs with late payment fees continually adding up.
I was finally able to contact a supervisor this year by phone, Ahmed , who promised that he would look into it.
Well nothing has still not been done !!
After countless phone calls over the year, faxes being sent (I can provide verification of this as they were done through my bank)and a registered letter, all to get this resolved, My monthly billing still shows arrears of over $220.00 !!!
It seams like Reliance is turning a deft ear to my calls letters and faxes.
My last call to them, I advised them that I will be making a formal complaint through better business bureau.
Since day one, I have paid the $113.00 each and every month as per my agreement with them.
Last contact by phone in March of this year, allowing them a couple of months to get their books up to date.
I have made every possible attempt to get this resolved, however, all Reliance wants is more money from me.

I had my furnace installed on March 18th 2017. They installed furnace without filters and reimbursed us for the delay which was fine and we understand things can go wrong. Multiple phone calls and no direct answer on a time frame or anything, 5 months later we get our filters. Then the inspector found out they didn't install it right so had another service call come out and fixed the problem in August.have taken multiple days off work to be home and let them in. Fast forward to November 24th and I get a phone call saying the contract I signed was wrong on their part and I owe them 5 dollars, yes 5 dollars, they sent me a new contract to sign without telling me why there is a 5 dollar charge. I now have 2 contracts in my hand with 2 completely different information on it and they want me to sign it and email it back. They forgot to send my info into the finance company so I received nothing on how to pay for my furnace or when. Extremely hard to deal with. A furnace install takes a day and I'm still dealing with them almost 9 months later. Have complained more than enough and still nothing.

The service A/Conditioner and Ductless HEAT PUMP Service installation started on June 28 2017, and since June 30 I reported the unit was leaking, water was coming to the well from unit. It was reported several times, didn't fixed the problem, since summer ended. Then since end of October the heat from the unit was working and stop to work it happens several times, different technician came giving a different excuses changed pieces of the unit, but Not even with this changed the heat doesn't work so I keep reporting this Issue asking please! Replace the unit because since June the 30 the A/c unit was leaking it was working bad and unit is almost new it's just 5 months., but working none. The last technician came today November the 23rd he said that now 3dendors has to be changed. I called to the customer care depto from Reliance Home saying again and again the A/C unit has to be change under the circumstances or canceled the services, because under this situation it's not problem on me, it's problem on the company because the unit doesn't at work at all. Since I'm the beginning I asked to the sales person
Please! The unit has to be *** . He told me the unit he was ordering was better brand, also looks like the sales cheated me with the product. Please! SINCE THE A/CONDITIONER DOESN'T WORK I WANT PLEASE THE REPLACEMENT OR CANCEL THE SERVICE WITH OUT OF PENALTIES.

I had A very frustrating experience with that compagny. I rent an AC and furnance før 6 years and I wanted after that period do THE buyout option as THE contract spécified because I am selling my house. I could not speak with anyone Who speaks French and I did not get THE information asked før THE buyout and I did not received an answear to My letter sent to THE compagny REGARDING THE buyout.

on Wednesday I noticed my water heater was leaking alot. I called and requested a technician. The customer service representative told me that no technician is available but I need to turn off the main water to prevent any flooding since I didn't know where exactly the leak is coming from. I understood that I called called "late in the day" 915 am. so i'll have to wait until the next day. He schedule me between 1-4pm on Thursday. I took half day off work waiting for the tech. At 345 I called, the rep told me that there was a "system glitch" and no tech was dispatch, I understand that mistakes happen, be it system or human error. They rescheduled me to between 4-8pm I waited with no water. I called around 7pm to confirm that a technician is dispatched. Yes the representative confirmed I am on the list. At 8pm I called again. I was told the tech is just running a little late. Ok, I understand. At 840pm I called again and was told that the technician was busy and will not be coming. Why didn't anyone call me so that I could make arrangements? would a phone call really have been that difficult?
The lady I spoke to rescheduled me again - Friday between 4-8pm. Again I left work early, I called around 530 and there was no technician assigned.

The technician arrived at 745 pm on Friday and it took him less than 10 minutes to fix the issue. I went 59 hours without any water. And according to Reliabce that's ok.

Very very disappointed. This is a health issue at this point and i'm so incredibly upset that Reliance Home Comfort doesn't feel that not having ANY water or any service acceptable.

monthly rental unit - that has not been working properly for years. We had Union Gas in over the summer as we smelled gas coming from the unit - he noted it is not working and has melted gas vents at the top and not firing properly. The unit finally failed Saturday morning - the water all leaked out the bottom of the tank and all over our floor. We called Reliance that morning and they said they couldn't have anyone over til Monday. When that person arrived on Tuesday - they had no idea about how to remove and said he was not a plumber had to rebook. When we phoned back they said someone would arrive Wednesday between 8-10 am (different from the text they send). They did not arrive at this time but phoned at 10:15 and said he was in Guelph and could be here in 1/2 hour. When he arrived at 10:45 - looked at the unit. At this point we had no faith left in Reliance and just wanted to end our relationship with them. The Tech refused to remove the unit without approval - told us to phone and he would wait. He went to his van and we phoned reliance back. While on hold the technician drove away and then sent us a text saying that he was unable to reach us and the call to rebook. while on the phone Reliance is now saying they will not cancel our service - which we have a month to month relationship - no contract as we inherited the unit when we bought the house. They say the will charge us to end the contract (which we don't have) and that they will charge us to pick up the unit. Plus I have paid my bill up to January so they actually owe us a refund. We have a new company coming in this afternoon who will now have to remove the unit and we have been advised to put it in the garage and have Reliance come and pick up.

Just want to clarify that we have been in contact with Reliance regularly - they serviced April 30, 2014 and would not provide any other service when we repeatedly called to say it was not working. They said they would provide us a bigger tank for more money but refused to replace the existing one with the same tank. The Union Gas person when looking at it said the tank we have should easily provide hot water for a family of 4 - there is only the two of us and an 8 yrs old. The new company is here now installing the new tank and they say the unit is completely clogged and of course it would not work properly.

I had reliance rental equipment in both the house I sold and my new home. They continued to bill me for both, refused to refund the difference (for nearly a year), still have not managed to bill me correctly for my new home and expect exorbitant prices for the distinguished privlage of having them remove their products from my home. I'm not even sure how they can calculate depreciated value of equipment to be higher than new retail value. At this point I cannot wait to never be their customer again. Save your money. Buy new furnaces, ac and water heater every 3.5 years and you will still be saving money vs dealing with reliance.

Reliance hired to perform a furnace inspection for insurance purposes. Furnace is in a mobile home and is 40 years old. Furnace passed all tests. report by the technician states "5, poor condition".
upon speaking to the Edmonton Service Manager, his reply to the low 5 rating is the furnace is 40 years old and will not be fuel efficient.
upon asking how he could tell, his response is because of its age. no fuel emission test was performed to determine efficiency of the furnace, only a CO2 test (pass), condition of electrical (pass), check for gas leaks (pass) and temperature output (pass).
They failed a perfectly functioning furnace, as an estimate for a replacement furnace with AC was requested during the time of the inspection. To fail a furnace, a blatant failure would need to be observed, instead of "guessing" based upon age and complete test regarding fuel input to fuel burn rate.

I had service done for my furnace on Nov 2/17. The technician did not fix the problem and misdiagnosed it as a damper problem and recommended adding an additional furnace to my 3 year old 3 zone furnace that was not the problem! My frustration now is that I received what appears to be an automatic Heating Protection and Maintenace Plan for $23.09 per month that was not agreed to. I have sent a cancellation notice in writing to them, but why do they get away with forcing contracts onto consumers without their permission and then the onus is on the consumer to cancel in writing!

I am Ajax, Ont home owner, on 10th Of November 2017 Our furnace did not blow enough hot air (though the furnace in the basement was working and the basement was warm) so we called the Reliance Home comfort services with whom we have service agreement which covers the furnace breakdown for the parts ans service. An appointment was setup with the technician to service the furnace on 11 Dec 2017. As the tech walked in to our house he was asking me how old the furnace and I replied 18 years and he was saying "This area furnaces have "heat exchanger problem"and asked me to show where the furnace is located. He took out his camera and checked the "heat exchanger" and told me the "Ring poped up" and that he should "red tag" the furnace and we can not use the furnace and that we should replace the furnace. As he did not check anything else and immediately started his selling pitch for a new furnace, I asked him there must another reason that furnace is not functioning and asked him to check the cause, he refused to check why the furnace was not functioning properly (Crack or Ring popup does not make the furnace stop working properly, it emits the co2 (Carbon monoxide) in to the hot air thus it is dangerous and will kill the occupants). He called his "Co worker friend" who is a reliance furnace sales person and arrange to meet with him on Sunday 12Dec2017, sales person came on Sunday and quoted $5,500.00 + GST for new furnace and installation charges.

The next day my wife in a conversation with her friend mentioned that our furnace needs to be replaced for the sum of $6,000.00 , Our friend mentioned that they had to replace the furnace and paid only $2500.00 and she gave the phone number of the furnace technician that they used, So we phoned *** and made an appointment to see the furnace, *** came on 15th November and told us that circuit board is not working and parts and labor cost would be $500.00 , and we showed the red tag notice and told him that Reliance technician told us that "Ringed poped up" and we should replace the furnace, *** said it will cost us $50.00 to check the heat exchanger that he visually inspect the heat exchanger with his special mirror rather than using "Camera" which does not give accurate reading and that he should open the furnace to do so , so we agreed to pay $50.00 to inspect the heat exchanger. *** came to the conclusion that the heat exchanger has no crack and all we have to do is replace the circuit board as he initially diagnosed . As we were concerned about carbon monoxide pollution, we asked *** again to make sure that heat exchanger has no crack and that he follow all the safety procedure. Marked assured us that if he fails in his duty by not detecting the heat exchanger crack / popup that his license will be in jeopardy and he may even ended up in jail for the offense since it is life threatening issue. He also checked the hot air with his carbon monoxide detector and showed me the display and assured me that Co2 level was zero.

As part of the due diligence, furnace tech has to undo the "red tag" by informing enbridge gas ( who monitors the furnace technicians in Ontario), *** followed the "undo procedure" and informed the enbridge gas of his finding. I did some research and found out this "furnace replacement due to red tagging" is a also used to scam many Canadian residence, and practiced by many furnace technicians to rip off the consumers. Furnace technicians are using their "red tagging" power to rip off the customers. Apparently once the furnace is "red tagged" by a technician no other technician will usually challenge the "red tagging" and almost always customers has to replace the furnace to undo the "red tagging".

I recently purchased a townhouse at *** street, unit ***. On closing day, I was told to sign a Reliance Consumer Rental Assumption Agreement in order to recieve the keys. On the agreement it said that if we wrote a letter to Reliance we could terminate the agreement. We mailed them a letter asking for the air conditioner to be removed in 30 days, like the terms of the agreement said. Until now they have continued to bill us $84.74 a month to rent an air conditioner. When I signed the agreement I had no knowledge of the contents of the AC rental agreement between the original owner of the home and Reliance. I have contacted the customer service manager of the company and she said that they had sent all the documents regarding the contract to my lawyer, and my lawyer said that he had sent all the documents to me, but I had never recieved the original contract such documents. Only the original contract stated the lenght of the Minimum term of the rental.

I called Reliance Home Comfort (here on referred to as "Reliance") at *** (the number labeled right on the side of the unit) on Saturday November 11th to inform them that my rental water heater is leaking, and I requested they come repair it. We scheduled an appointment for Monday November 13th between 4pm and 8pm. I made sure I was at the house, and waited for 4 hours. At 8pm I called Reliance, and was informed that they were overbooked and would not be coming, they had cancelled my appointment. I rescheduled for Wednesday November 15th again between 4pm and 8pm. I made sure I was home, and a Technician did arrive shortly after 4pm. He looked at my water heater and decided that it needed to be replaced, but because his shift was over in 20 minutes, he would not replace it, but instead schedule it to be done. He called in to the call center and scheduled it to be replaced on Friday November 17th between 1pm and 5pm. Before he left he turned the water heater off, leaving me now with no hot water. I had to rescheduled my day for the third time this week so I could be sure to be home on Friday. At 3:30pm on Friday I called in to the call center and inquired when the technician would be arriving. I was assured that a technician had been dispatched and was on his way. *** I called back in at 4:30 and received the same statement. *** When 5pm came around and no technician had arrived, I called in for the third time that day! At this point I was told that they had double booked all of their technicians and they have rebooked my appointment for Sunday November 19th between 8am and 12pm. I am not able to be home on Sunday so I requested to speak to her manager, SHE HUNG UP ON ME! I called Reliance again and this time speaking to someone else, they put me through to customer relations. Customer relations was rude, and told me there is nothing they can do to get me a technician before Monday. I was also told that the only time she can book a technician for is between 8am and 12pm. I am on night shifts next week, so I can not have a service tech showing up at my door in the middle of the day when I have to be sleeping. The absolute best she could do for me was to schedule it for Tuesday November 28th from 8am to 12pm. This would now be 2 and a half weeks from my initial call, and 1 day short of 2 weeks with no hot water! At about 8:30pm ( 3 and a half hours later), I received a call from a call center supervisor (the supervisor of the lady that hung up on me). My girlfriend spoke to them on the phone, and explained everything, an appointment has now been scheduled for Monday between 6pm and 8pm.

Be careful. They will try to get you to sign before you have the actual contract and then send you one 3 months later. In the contract that they send later, it says that they have the right to put a lien on your property and they will. This has NOTHING to do with paying on time. Even if you pay on time always- they will still do this. ***. After googling them, I find out that they have been doing this for years. It affects people who want to refinance or take out money on their homes for other purposes.