Reliance Home Comfort

I just came home from vacation, which is a Friday night. Earliest that they would come out is two six hour time frames on Sunday. We are not available at the early time or the end of the second time. They now offer a Monday service for an emergency. I called to cancel my rental contract and they want $45.00 for a buyout. I don't want to buy the unit and said they could take it back. They told me that they will bill me.

Terrible company to deal with, they installed a new furnace in our basement, to save time they put the new pipes right down the middle of the basement kitchen instead of putting them in the same place against the wall as the old pipes. Now we can't put a ceiling on until the pipes are moved back to the old position and we have to pay them to move the pipes into the proper position. It's been nearly 3 months that we've been trying to get them to come and move the pipes and still nothing.

I moved into this house approximately 2 years ago in 2015. I assumed the contract with Reliance Home for hot water tank rental from the previous home owner. The contract has been on-going and I have been paying for hot water tank rental for $44 a month. Subsequent to the purchase of this home, I was contacted by Reliance to purchase an extended protection plan for all plumbing insider the house for $16 a month.

On October 30th, 2017, I have noticed a water leakage in my basement near the hot water tank with serial number: *** FXXXXX and model ST-30 made by *** Heating. I immediately contacted Reliance Home via telephone and a technician was sent to my house the same evening at approximately 6:00 pm. The Reliance Home technician attended the basement where the water leaking from. He confirms that the leakage was from the hot water tank. He advised me that the hot water tank does not belong to his company and he cannot perform any repair. He advised that since the tank does not belong to Reliance, I should seek outside service technician for repair or replace as it is not part of the warranty.

The water had to be shut off to prevent further water leaking and damage to my finished basement. As suggested by the Reliance technician, I contacted another hot water tank service company and replaced the leaking hot water tank.

My first concern, the hot water tank does not belong to Reliance Home. However I have been paying $44 a month for tank rental. On November 6th, 2017, I contacted Reliance Home via the company telephone to get a refund of the $44 monthly tank rental fee since 2015.

They did not have any direct number to a service representative that can handle the issue. The phone call was transferred several times between different departments. The phone call in an attempt to speak with a representative took over three days between November 9th and 10th, 2017. My daughter in law (authorized by me) contacted Reliance Home and spoke with a service representative over the phone finally on November 10th. The rep was given the serial number and he confirms that it does not belong to Reliance Home. He suggested that the last two years rental fee will be refunded. However he has to transfer the call again to Billing before a reference number can be issued.

Once in contact with a manger name - ***, the scenario suddenly changed that she insisted the damaged hot water tank belongs to Reliance. Even though the serial number is not listed within their inventory, she further suggested that since we had replaced the tank without prior acknowledging Reliance. I am responsible to buy-out the damaged tank.

The story changes with this company. First their own technician confirmed the tank does not belong to their company and refused service. With the serial number, their rep over the phone confirmed again that the tank is not their and willing to issue a refund. Suddenly the billing manager refused the refund and stated that even though the serial number is not listed in their inventory. I still have to pay the buy-out.

Over $1056 was spent on the hot water tank rental since 2015. On top, Reliance Home wants me to buy-out a damaged water tank that does not belong to them. Their own technician refused to service the tank to begin with. It was further confirmed by their own representative for tank does not belong to this company. I just want the refund to rental payment to Reliance in the past two years for a property that does not have the right for.

Charging me for Insurance plan(Heating protection plan) that I did not sign for and my name in the billing letter is not spelled right to top that. The company calls me and ask me to pay for something I did not agree to.
Product_Or_Service: Heating Protection Plan
Account_Number: XXXXXXXXXXXXXXXX

So disappointed with the service. Our hot water heater stopped working. This also controls the furnace. So, no hot water and no heat. No technician for two days. Then when he came, he could not fix the problem and wanted to replace the hot water tank. He booked an appointment with us for the next day. We even chose a time slot. No one showed up and Reliance is refusing to give us an appointment for 5 days. No heat and no hot water for a week. ***. Hour spent on the phone with them and travel to Waterloo to for the appointments and time off work. Reliance did not care at all and is showing no compassion. Each time I call in, they have no idea why I am calling and I have to explain the story over and over again and still no help.

The website of Reliance Comfort is in a very bad state. The company encourages the customer to use the online system for using for online transactions (like payments etc). But the website does NOT provide updated information about the payment done. So I had made the payment 3 weeks ago but the system DOES NOT show the details. When I call up the customer service, the lady tells me to contact them to get the confirmation of payment because the online system has some issues. This is absolutely ridiculous. Also the customers service agent says that she cannot take a complaint since there is no mechanism to take complaints over the phone. I think the implication of this shortcoming is that I would need to call the customer service every time to get a confirmation of payment done. Also if the online system is not updated this will lead to delays in payments for which I am liable to pay the penalties. This problem with the online system has there for the last 6months.

This urgently needs to be address by Reliance Comfort at the earliest.

regards

I had a water softener installed October 6, 2016 and to date it has not worked properly. As of today I have had six maintenance calls for a Reliance serviceman to come to my home to fix the water softener. The last two repair people said it would need to be replaced as it is not programmable. I arranged today for my 80 year old Mother to go to my home and wait for a service call that was scheduled between 10 - 2. At 2:30pm I called to ask what was happening and was told they will be there. At 4:00pm I was called to say the servicemen would not be there but would come Friday. I explained I have no one to sit in my house waiting and that would not work. I am still waiting for Reliance to come and replace my softener. At this point I do not know what to do or who to turn to. I have asked for them to come remove it and refund my money. I was received with some attitude and told that maybe Saturday they could come to my home. The broken softener has affected the quality of my water and not too mention I have now had six appointments for this issue to be resolved.

Please help as I do not have any option, have paid a lot of money and still have no working softener.

We had a tankless hot water heater installed the first week of August 2017, after 3 weeks of trying to get an appointment for installation. We were told weekends were fine, but after 3 weeks of not hearing anything, they said they couldn't find anyone who "wanted" to work on the weekend. So we took time off work to accommodate them.
After the installation, we had a gas leak, and multiple city infractions that required fixing before we could get the permit signed off by the city.
We were able to get someone from Reliance in to fix the infractions, however, he said the guy from the city had something out for him and he would talk to the city to try to resolve the issues. We never heard back from him.
Our first 3 bills have been incorrect and have still not been resolved.
3 months later, I inquired about our rebate and permit.. we were told the person we were working with did not work there anymore and nobody ever contacted us. Our rebate to the province was never submitted.
In an attempt to help us, a different person sent us the rebate form to fill out (which we had not seen previously) and asked us to take pictures of the install for them. We then took another day off work for an appointment today for them to come fix the issues. It is now 1:45pm and have not heard from them. They said they would be here after 8 am. With the number of issues identified by the city, they will not get fixed in the time left today.

We have now taken 3 days off work to accommodate Reliance, and after 3 months, do not have our city permit signed off, our bill has not been corrected, and the violations with the install have not been fixed.

Reliance account number: XXXXXXXXXXXXXXXX
Payment is rental for tankless hot water heater and water softener
Payment amount should be:
tankless water hater was supposed to be $41.99/month (including gst) and the water softener was supposed to be $26.24/month (including gst), with one free year on the hot water heater.

My problems with Reliance hav3 been ongoing since the first day of instal (july 2017) when they forgot to to bring the complete furnace and only brought wrong parts. Then we never received our $650 rebate for whatever reason and they also to date have not brought out cover for the air conditioner. It is almost November 2017 and apparently it is only being ordered now. This stuff is small potatoes compared to what we are currently dealing with. Everyone one in our house has developed a bad cough that has been ongoing which we first dismissed as a cold. We soon discovered there has been a small gas leak coming from the furnace, as dangerous as a gas leak can be it also turns out that being exposed to small amounts for a long period of time can cause respitory issues. We called the gas company to turn off the gas. The next day (friday october 27)Reliance came out to fix the gas leak. When the gas company came back to turn the gas back on he went over the work and noticed the exhaust abs pipes were all lose from the furnace and the hot water tank leaking exhaust into our basement. So he was unable to turn the gas back on. So we made another appointment for Saturday and Reliance came back but they did not send the correct person for the job so he was unable to fix the exhaust leak and also said the instal of the furnace was done incorrectly and recommended a complete new install. But will not be able to come back and do this for several days. So we were able to have the hot water tank turned back on so we do have hot water but we have no heat in the mean time. It is late October and will be November before they are back and it is cold out.

The salesman sold a central air unit to the previous owner of the house weeks before the closing date and was supposed to replace the old unit that the deck was built around. They sold an oversize unit that would not fit in the space provided and installed the new unit beside the space it was meant to be placed. Now there is a hole in my deck and I called up Reliance and explained to them that the job was not done correctly, The unit is not only louder due to the deck it also vibrates the deck and some parts of the house as well as leave a hole in the deck I am constantly telling the small children to stay clear of. They offered to charge me to move it to the proper location at a discounted price and I accepted but when they realized to couldn't be done because the unit was too large they retracted their offer. The representative on the phone essentially told me "to bad" we are not going to do anything about it. There were many questions that went unanswered like why an AC unit that didn't fit would be sold in the first place, or why was this unit the only option, or why the installer went ahead and installed the unit in the improper spot. All I want is an AC unit properly installed in the proper spot but it seems Reliance does not care about costumer satisfaction or the pride of a job done right.

The hot water tank in my home is rented from Reliance. The tank was damaged and required changing. When the Reliance technician was in my home he drained the old water tank and flooded my basement. A complaint was filed immediately that day through Reliance call centre on August 17, 2017. I was told I would be contacted in five business to rectify the matter. I heard nothing. I repeatedly called, called, and called with no one responding. We filed a claim with our insurance company and the damages to the basement were estimated at $7000 due to the extensive water damage. We required an immediate emergency clean up crew to remove damaged dry wall, base boards, carpeting, doors and door frames to prevent mold. I have spoken with 4 different "customer resolution agents" over the course of two months along with the operator of the local Oakville branch with regards to the damages in my home. We have requested repeatedly for Reliance to simply play our $500 insurance deductible, not even the full amount of damages. We have provided the documentation requested from them (proof of insurance claim, proof of deducible being applied)to three different people on three different occasions. My home has been torn apart. This issue has been unresolved for over two months. The company continues to use the tag line "someone will contact you in five business days". They are not contacting us, it continues to be me initiating contact in an effort to resolve this matter. I am at a stand still.
I am certain the error made by the Reliance technician is not representative of the type of service the company provides and as a result of this, I would think Reliance would be making an effort to rectify this costly error. Not only have the expenses incurred from this error greatly impacted my family financially, but it has also created a huge disruption to our lives as it has rendered our basement (including our children's entire play room) completely unusable for 2 months and has resulted in an endless flow of workers coming and going to assess and ultimately repair the damages.

We have been more than reasonable in our request to have the Reliance company simply cover the $500 expense of our insurance deductible. This is more than generous on our part as the damages to our home have been assessed at $7000.

Reliance Home Comfort has been providing us with continuous counts of poor customer service. To begin, when we were trying to purchase a house, the sale was nearly lost because of Reliance and their slow process on changing Account Information of the Equipment Rental from the past owners name to our names (we were the purchasers). This process took nearly 3 weeks and our lawyer almost had to push our closing date due to this (We have always been and only waiting on Reliance - every single other company we were dealing with always had their paperwork on time). Thankfully, our lawyer gave a legal promise to the sellers' lawyer that we were going to sign and complete the proper paperwork. We have yet to see this paperwork. Our closing date was July 20th, 2017. I am sending this Revdex.com Complaint on October 27th, 2017. Our "Account" is now past-due and we receive roughly 3 to 4 telephone calls per day from Reliance stating that our Account is past due.
Our issue is that we don't have a valid contract stating our Terms and Conditions, our Cost of the units and they can't even provide us with a valid signature on a contract! We have requested this from Reliance and they keep saying "yes, it will be sent" and we have NEVER seen a contract in our mail with our signatures. They even offered to send it through email (fastest possible way), they warned us that it would take 24 to 48 hours and we still have yet to receive something. This was done in the first week of October (I cannot recall the date). Again, I am sending this Revdex.com Complaint on October 27th, 2017.
In addition, our calls keep getting escalated to "the highest possible supervisor". After a conversation of about 10 minutes, they all of a sudden find a "higher supervisor" and transfer us to them; this is a continuous occurrence with each and every phone call. Each transfer takes about 20 to 25 minutes and it's the same story that they'll transfer us to someone else. There has never been a solution from the telephone team at Reliance. On top of that, I can recall that I have been hung-up on after numerous transfers within the company. It sounded like someone simply picked up the phone, and quickly hung up. No call back to me was done.
Regarding the mail, the ONLY mail we keep seeing from Reliance is a statement of our "Past-due Account". Our amount owing is roughly $600 from October 27th; we have no interest on paying this. It seems that we are being manipulated into paying for a rental that, from outside trusted sources, the cost of the rental units are well paid off from the past owners but yet Reliance is stating that there is still money owing on the equipment and they are demanding payment. We know that the equipment has been paid off WITH profit to Reliance home comfort.
Our lack of payment is due to a customer representative stating that if we make a payment, this is an automatic acceptance of their Terms and Conditions; we are willing to return their rental equipment so they can rent the equipment to someone else and make more money! We have our own means to heat and cool our home. The simple solution would be to take back the equipment, sell it to someone else and call it a day.
In conclusion, we're very frustrated with the service from the customer service team over at Reliance. As mentioned, we almost lost the purchase of our new house and home for our 7 month old baby boy, we can never get a resolution from the team through the phone, they keep stating that we have a contract signed but yet we do NOT have a copy of this contract and when asked for it, they say they will send it but we have yet to see the signed copy of the contract - or any contract at all.
As a result of the Business practices from Reliance Home Comfort, we are becoming very stressed first time home owners as we feel harassed and manipulated into a situation that we know there is a solution.

I was contacted last night for the first time by phone from a company called AFF Glo claiming that I owed approximately $600.00 for a water tank rental to Reliance Home Comfort from 6 years ago in a home that we sold in May 2011. The debt was also listed under by maiden name of ***, although I have been married for over 10 years. All utility companies (PUC Service, Union Gas, and Reliance Home Comfort) were sent notice by our lawyers to close the accounts and final billing were all settled after the closing on this house located at *** Blvd, Sault Ste Marie, Ontario in may 2011. As we always paid our bills in a timely manner, there is no way that we can owe this, as we only owned the home for less than one year from approximately June 2010 - May 2011. They claim that in the last six years they also replaced a hot water tank at this location. This means that they replaced a HWT with the new owners of this house. Which leads me to believe that they were either billing an old account issued under my name even though someone else was living there and owned the house, or double billing based only on service address. Also why would you replace a HWT on an account that is "supposively" in arrears?? There is no way that I owe this debt to Reliance Home Comfort. Also I'm quite sure that this supposive debt exceeds the statue of limitations of 2 years for collecting debt. At no point in the last six years have I ever received something from Reliance Home Comfort indicating that we were in arrears...no phone calls to our new phone number even though our old phone number indicated that our number had been changed, no mail was forwarded to our new address. Nothing!! Which makes me think that this is a hoax or a HUGE mistake on Reliance's part.

false advertising for rental service - I "rented" a furnace and ac package and was told all these wonderful things about no upfront cost, rental covers all service and repair, could pay off in 5-7 years if you want. 1 year later my mortgage renewal was up and our lawyer was forced to pay off the Reliance discharge statement since Reliance Home Comfort put a lien against our property!! So now Im out over $10,000 and have no maintenance and repair protection! If you want to put a lien and finance your equipment, thats how it should be proposed, not as a rental!!!!! Im so upset, and now Ive had to add over $10000 to my mortgage for this which will result in ridiculous amounts paid back for it. My suggestion to all, really consider if a finance situation is worth it for you. Ive looked up AC's and furnaces online and they sell the units for way cheaper!!!!

Recently purchased a house with a reliance hot water tank rental. When calling to find out about removal of their tank was told buyout is 860 or the cancellation is 700$. This tank is from 2011, and I have never signed a contract with this company and these charges are hugely inflated for an old tank.

Purchased an AC unit in August. Purchased a $5000 unit, signed all the paperwork and was told install would happen within the week. The sales rep called us a few hours later. He had lost all of our paperwork with personal information and the signed cheque made out to a *** we had given him. It "flew out his truck window" he returned the next day to re sign the papers and get a new cheque. A few hours later he called my mother-in-law (who had NOTHING to do with this sale and I have no idea how he got her number) and told her that he had changed the amount on the cheque as he overcharged us. We cancelled the cheque as he was not authorized to change the amount on a SIGNED CHEQUE. Install team came within a few days and left without making sure the unit was working. For 4 days we had ZERO air blowing. I couldn't get a hold of the sales rep for 2 days. He would only speak to me via email as he was apparently dealing with a family crisis and could not take phone calls. Finally called customer service and they sent someone out. Apparently the install team didn't install a fan to circulate the air. A new rep contacted me; I initially asked for a refund but he ensured me we would never find another deal like the one he was offering and they would give us the unit with $700 off as their "no hassle guarantee." I agreed which was a mistake. A month later; As the temperature dropped I turned on the furnace as it was 15 degrees in our house with a 4month old. A service rep came that night and said whoever installed it did it all backwards and the circuits blew. He also informed us we need a new furnace even though the other service tech said we didn't.
Since installing our AC we have had nothing but problems. It was 9degrees in my house before someone came to fix the furnace. *** called us to inform us they had not received payment and we would have an NSF taxed onto us. Reliance said they would deal with *** on our behalf since we are negotiating a new price with them as compensation. A few weeks ago, nearly 2 months after install we learned that they did not deal with *** and we now owe them for canceling the initial cheque that was forged by the Reliance Sales Rep. our Privacy has been breached since the paperwork was mishandled and is laying somewhere off the highway. Someone found the initial cheque the salesman lost and brought it into ***. They committed fraud by changing the amount on a signed cheque. They had offered us the unit for a cheaper price which we accepted but are asking for a full refund and for the unit to be removed. Even the cover we waited two months for is the wrong size and we need to return that.
I believe the sales rep has been fired but it has been problem after problem ever since installing this unit.
Breach of privacy
***
Two different service calls for two different problems
Wrong products
And now we owe *** additional money for cancelling the fraudulent cheque.

At least their customer service reps have been helpful.

In January 2017 I purchased a furnace through Reliance Home Comfort (Ottawa office located at *** Rd.). The sales rep advised me financing would be a 2 year 0% deferral. Upon receipt of the financing letter dated January 27, 2017 from UEI financial (contract EXXXXXX) the terms were in fact only a 14 month deferral. I have tried multiple times to have this corrected. I have emailed the sales rep ***, the Regional Sales Manager ***, as well as Operations Manager ***. After 10 months the issue is not resolved. I either receive no response to my enquiries or am advised the "terms can be confusing". Copies of all emails including original promise of a 24 month deferral are available as well as the financing letter from UEI Financial.

Why does reliance have to make the customer angry and basically leave me begging to get my hot water back. I have called multiple times this year because I keep loosing hot water. Now I am left for 2 days with no hot water because gas is leaking from the gas valve of the water heater motor. I mentioned that on the phone and I had *** check on the leak before calling reliance again to come fix the heater. They sent the technician clueless of the issue then he identifies the issue then he says tomorrow I will come back to resolve the issue.

What was the whole point of coming in to replace the motor and telling me there is a gas leak in the room that they can't detect after replacing the motor and to tell me to call *** to see where the leak is and if it's reliance's problem then call reliance to fix the issue. What's the point of calling and pin pointing the issue and not resolving it until the next day. I am constantly left with no hot water and the weather is cold already!! My house is freezing and I'm brushing my teeth every morning with cold water. Now I need to go to my brothers house again to take a shower then I can go to my freezing cold home to sleep.

Thank you reliance for such a great service when you guys don't listen to the customers issue because you guys barley resolve any issue and your customer service reps are terrible!!! I am basically begging to stop the water issues in my house because it's ridiculously annoying when you keep getting cold water.

Literally one day the water was fixed and then the next day the water became cold. When I called and telling them that I had family over with Babies sleeping over the rep over the phone told me sorry I can't help you, you would need to wait until the next day or after the weekend...

You need to fix your customer service, and your technicians need to smarten up and actually resolve the issue.

I may have warranty but constant calling about the same issue and the technicians not being able to resolve the issue the same day is horrible. I understand if you need to order in a new heater and make me wait a few days. But for something small I shouldn't wait till the next day to get my water back.

Until now the issue got delayed until Thursday when the technician said Wednesday. I contacted someone in Reliance and she said Thursday and she will try getting it by Wednesday. Why promise something when someone else in the company promises something else?

Now you guys should review my emails with them.... Its not helpful at ALL... The person emailing said wait for the part to arrive and then contact me so I can send a technician over. A person on the phone said someone should be there in 3-4 hours with the part... You are always going to get a contradicting story from someone within the company. You will never know when they are telling you the truth.

It's stressful enough to not get any hot water. It's stressful enough when you have to go elsewhere to shower in the morning. It's stressful enough when you are dealing with the people in the company. Technicians always say something that will contradict what someone will say thats not a technician. ***

***.

Last night, my mother's thermostat broke, causing the furnace to run steady all day. She called for help, but was told nobody could come till the next day. She explained the situation and said it was an emergency and couldn't wait till the next day. She asked to speak to a supervisor, was put on hold and then the line was cut off. this happened more than once. By the time I got there after work, the house was extremely hot and she was short of breath. I called, was told everyone was booked and wouldn't even offer to have someone call to explain how to turn the furnace off. My mother couldn't have gotten to the basement anyway as she uses a walker. I asked several times to speak to her supervisor and was told "she works in the same window as me" and would not let me speak to her or tell me how I could reach her. I had to call a competitor after hours, who called me back immediately and was there in about an hour and a half. Reliant advertises 24/7 "phone support" but they clearly do not have staff working after hours except one person on the phone who knows nothing about furnaces ***. After paying for a service for years, we had to call a competitor anyway.

In early march of 2015 a repair man with reliance came to replace the mother board on our furnace. This was covered under our protection plan of 26 dollars a month. Our furnace was old but had just received a brand new mother board and now ran perfectly. This protection plan also covered all issues ever with the furnace as long as we paid the monthly plan amount. The repair man suggested perhaps we look into getting a new furnace in the next few years as it was quite old. knowing we had the money available to do so at the time we called reliance and made an appointment. Our salesmen *** came to our house to show us some options for furnace and air conditioners. The promo I believe was buy the furnace get the air conditioner at no cost. He explained the different ones he had to offer and wrote the cost of the system in the book he left with me. The cost for the system was 8399 and 129 a month. He also circled the 650 government rebate we would receive. *** misrepresented the contract to us and I only found out when I went to change our account with drawl information and asked how many more months we had till we paid off the package. Thats when I was informed the real details of the contract by ***. She advised me to look for my contract and read it....although *** had only scrolled to the bottom of the page on his digital machine to the box where we sign. I hardly even saw the contract nor did I EVER GET A COPY OF IT. *** explained the contract to us as a rent to own, Where EVERY dollar you paid in rent went towards the value of the package and once you hit the value of the package in rent you owned it. Therefor this rental contract seemed very beneficial as he also explained you get full COVERED service if anything goes wrong with the equipment and low payments opposed to one big lump sum. After speaking with *** and having her send me a copy of this full contract I never received. I realized this from what I read. There is absolutely no way I would ever agree to pay 150 dollars for 84 months and then still owe a buyout fee of 5600 at the end of the term. That means all in all a total of $19000 I am paying for a furnace and air conditioner if I stay in this contract.
I will say I am not innocent in this I should have asked for something from him and not just gone with this its everything we discussed. but I feel he misrepresented the contract so we would sign for a rental and not buy outright. I am furious as to the fact I had this cash available to buy it outright and got *** by a smooth talking employee. I would have to be off my rocker to agree to these terms when our furnace just had the motherboard replaced and was covered by their protection plan for all future occurrences. Another factor that made us think we were paying off something was the fact you needed direct payment every month from my bank account. I had a rental with them before and that never required a cheque for payments. Not to mention the reason we got off topic with the furnace and ac with *** when he was there was because he also got us to switch to a tankless water heater. Which is nowhere to be mentioned on the contract. To date I have paid 3500 in rental only for a brand new furnace that has a likely hood of not breaking. AND TO TOP IT OFF WHEN I ASKED FOR THE BUYOUT PRICE AS OF RIGHT NOW THE NUMBER I RECEIVED WAS 8360 plus tax. I would love to know how this is supposed to depreciate at 7% a year according to *** and has only gone down 30 dollars. Well let me tell you when I called to ask about that I was told the value they go buy is over $10500. How does that work for depreciation when the quoted value from the sales employee was $8399.00. The customer service women *** insisted I had a buyout addendum with the salesman but there was no mention of that to me or in the contract stating any time frame or amount. the value he wrote on our paper was the cost of the system installed improperly