Reliance Home Comfort

My concerns are as follows: 1) billing issues, 2) different billing names, 3) incorrect product being billed, 4) incorrect lot number (newer subdivision) being billed to my address, 5) do I actually own or rent the water heater.

1)When I purchased my home, the water heater rental bill was in put in my (now) ex-partner's name. He paid the bill in full on August 3, 2017 (there is proof of payment) and informed me that he is no longer named as the recipient on the bill. I called Reliance to have the bill transferred to my name. Reliance would not transfer the bill to my name without another set up fee of about $35.oo. After phoning Reliance a few more times to request that they waive this fee (as I own the home and no other changes needed to be made expect the name on the bill), they agreed to change the bill to my name only and bill me from August 3, 2017 onward. They also agreed to set up my email so they could provide paperless billings. To date I have not received a single bill in my name and the only emails I get from Reliance are advertisements.

2)I do, however; receive a bill and continue to receive a bill in someone else's name with my address on it. After calling Reliance again and speaking with a supervisor, they assured me that I can ignore the bill I'm getting with someone else's name on it and that they have changed the bill to my name and provided me with my new account number (as stated in the account number section above - noting that the account number was different when it was in my ex's name and it is also a different account number on the bill in the other person's name that I'm receiving at my address). My ex states he continues to this day to be billed by Reliance. So for my address and my water heater, there are 3 different account numbers, three different account names, none of which have I received a bill for. Note that I have been returning the bill in the other person's name stating incorrect name, not at this address. I have called Reliance at least 6 times to correct my bill, names, etc. I get a different representative every time, I am forced to repeat my circumstances every time, subjecting me to being on the phone for more than 30 minutes each time I call and often much longer.

3)One phone call in particular, I was informed that I have a wall unit water heater, which I do not, I have a large floor model water heater.

4)Upon further investigation, Reliance informed me that my rental is actually the rental for my neighbour 2 doors down; they stated that the builder submitted the incorrect lot number (newer subdivision) when the houses were built about 7 years ago so my neighbour's lot number is under my name and vice versa. So at this point, I am getting a bill in the mail under someone else's name (and it is not my neighbour's name) with an account number different than mine, and this bill is attached to a wall unit rental, which I do not have in my house! The last time I called Reliance, on October 2, 2017, I was informed that this will all be straightened out (as I'm been told every time I call) and I still have not heard from Reliance, nor have I ever received a bill in my name for my rental, if in fact, I rent it.

5)To complicate this matter further, I sold my house and my real estate agent believes that I own the water heater; he believes that the previous owner purchased the water heater and while I have no record of owning the water heater, it's odd to note that there are no Reliance stickers on the heater, no service number to call, no sticker to state that is has ever been serviced by Reliance. In addition, when I called Reliance to find out if I own it (same call as in point #4 on October 2, 2017), the representative that I spoke with informed me that the previous home owner of my house (I have her name but will not mention it here) had a cr assigned but no account was set up.

We rent a hot water heater from Reliance. In and around 7:30 am on the morning of October 3rd we realized we had no hot water. I called Reliance and was advised they could not come by until the following day between 7 & 11 am. I was not happy to hear we were not going to have hot water till the next day, but was trying to be understanding as I know things happen. Then the service rep tried to up sell me a service plan for my furnace and air conditioner. When I stated that it was not the time she wanted to know why I didn't want it. Eventually I think she understood that it was not the time to try to upsell when you were making me wait 24+ hours for repair.

Later in the day I called the tank installers phone number, but he advised Reliance no longer used them as they brought their own guys in. He advised he could do a service call, but he would have to charge me. So I called Reliance again to confirm the time, which they agreed was scheduled for 7-11 am on the 4th. I then asked if I could use someone else and have them refund the servicer. They advised I could be in breach of the contract and they would not refund the cost. I asked what would be required to cancel the contract to which they advised they would transfer me to that dept. After waiting some time they advised the cancellation department was very busy and I could wait but it would be some time. I asked for a call back from this department and they advised they could arrange this, but they only guaranteed a call within 24 hours. As it looked like I was trapped, we decided to wait and get the service.

On the morning of the 4th around 8am I called Reliance again to see if they had a more accurate time in regards to when they would arrive as I had to go out of town for the rest of the week. The service rep told me that the time had been changed to between 9 am & 5 pm. I asked to speak with someone that could help me as this was not acceptable. They transferred me to customer care which also mentioned this was the new timeframe and could not do anything else to assist other than rescheduling for another day. This individual did not seem to care that I had scheduled my entire week around this time they provided. I asked again about getting someone else to do the work and similarly they advised I would be incurring the costs. I asked them to call the service provider and ask him to handle my place first. They advised they could not do this. Basically they offered no solution and advised all that I came up with was not possible. He even advised speaking to someone higher up could not change anything. There was no one higher than him to help with this call.

It is not 10:43am on the 4th and I am still waiting for the repair.

Once all is repaired again I will be looking at cancelling my contract with them, but based on the online termination instructions this looks like it will be quite a problem as well. Maybe they will call me back within the 24 hours to address my cancellation questions, but I suspect not.

My air conditioner needed to be replaced - given options from Home Comfort Advisor (TB) that included full maintenance of all issues with the unit at no cost to me - I chose to rent and a new unit was installed July 2016. On July 29, 2017 the unit started to malfunction - loud banging noises. After many service calls, the techs could not fix it. In fact, they told me they were told to let it go till it broke down but I could not do that as the neighbours started to complain of the noise when it ran. On Sept 1 I called again because a fix by tech did not last 2 weeks and unit was making loud noises again. I called Reliance again. The tech called me the next day saying the last technician noted I needed a new unit and no further service calls to my home should happen - so he did not come. So I called the Ministry of Government and Consumer Services and they agreed I had a reasonable complaint and suggested I write the company and identify the problem and my needs for resolution. I did so on September 12th - to the Customer Resolution Specialists by email because - through my many emails to them my requests to speak to the local manager and general manager were ignored. The CRSs were the only contacts who would talk to me (other that the techs when they did a service call).

Guided by the Ministry rep, on September 12th at 1218 pm I emailed the following needs for resolution:
1. I wish to speak to the General Manager as the local service manager refuses to communicate any plan of repair with me at all. NO ONE has communicated a plan with me. Even the customer service representative said this was an unusually long time for resolution with no action.
2. I want, in writing, a plan of action for the repair of and successful working of my air conditioning unit to make it a completely functioning unit.

Within 1 hour (1:38 pm) the CRS emailed me and said: Thank you for the letter.
I have forwarded this to the service manager and the general manager.

I have just received notification back from them that (I will not id the name but the manufacturer) has approved to have the unit replaced.
The install manager will be reaching out to you to arrange the install date and time.

This is September 29th at 1007 am - I have heard from no one. My resolution needs were NOT met - I asked to be communicated to in writing of the plan for resolution - not simply say we will contact you.

I feel this is poor customer service and a breach of warranty for the product they are renting to me. It was 27 & 28 degrees in my house last weekend because of the high humidity here and I had no air conditioner to help me just multiple fans at an expense to my hydro and suffered through it.
I check my emails and phone messages daily - there is no communication from them to date.

I would like the Revdex.com to please help me with the resolution of this issue

We (4 ppl) have a rental property in Hamilton & had a hot water tank with Reliance.
In Jan 2016, our own unit was purchased & a request was placed to Reliance to
pick up the old unit & close our account.
In mid-May of this year our horrible tenants up & abandoned the property without informing us leaving the house in a disastrous state. In late May we began the process of cleaning up the debris. During that process we find that the hot water tank that belonged to Reliance is sitting in the backyard & one day find a bill (dated Jun 2017) in the mailbox in the amount of 320.87!!. I made the payment with the assumption that we owed Reliance for rental only to later be advised that we actually owned our own unit & Reliance was to have picked their unit in Jan 2016 (over 18 months ago). Once I made aware, I placed a call to Reliance to ask why we were never informed that the were not able to access the unit back in Jan 2016. They claim that the only address the have on file is where the unit was used (not our personal address in Oakville). Of course, it's a customer's responsibility to advise current address & I'm not disputing that. My concern is that WHY would Reliance continue to leave the unit there month after month & continue to send bills, incurring late charges, never receiving a response from us (the owners) for over 18 months!!? Only because our tenants left & we found the tank & the bills did we find out that they weren't able to pick up & that they have been charging us this whole time?! They claim that it's between us & our tenants as to why the bills weren't given to us....fine it's not their fault that our tenants were bad but I have NEVER heard of any company that will continue to send bills/letters etc to the same address NEVER making any of attempting to reach us any other way. The cannot tell me what phone number they had on file during those 18 months. (because during our call a few days ago, I gave them my number & they inputted it) so their collections dept cannot even prove that they have tried to contact us by phone....they claim that have sent several letters to the Hamilton address. They also claim that they have no way of knowing that this is a rental property; I'm positive that they have been advised as we tell every utility company that our rentals properties are such (they likely don't have anywhere to note that). I'm baffled that they feel it's ok to continue to allow the bill to accumulate monthly fees & late fees for over 18 months without attempting ANY other means to contact us other than the address on file....especially since we have had a good standing account, never making a late payment, for our personal home for SEVERAL years. Had we been aware that the tank was not picked up that they bills were still coming, we would have resolved this well over a year ago. They will not reimburse any of the $320.87. We even offered to pay for 60 days which is an acceptable period of time to be informed that we have an arrears on our account & it has gone to collection but they didn't accept this either. To showcase more that Reliance's follow up is lacking, we have advised them on 3 separate occasions of which address to send correspondence (Aug 15, Aug 21 & Sep 22) & I still received a final bill via email with the rental property address on it.... as well, when I spoke with someone on Sep 22, they were to have someone from customer resolutions call me to discuss my concerns.... after 3 business days of no call, I called & had to repeat my story to both the resolutions & collection reps as though no one had any idea that I had a dispute & was to receive a call. Yes, again it's our responsibility to provide proper mailing address but it's not something that we were concerned with over the last 19 months as we assumed the unit was retrieved & account was closed Jan 2016....how much longer would they have allowed this to continue if we hadn't called? Years & 1000's of $$. Please Help Revdex.com

I have have completed a purchase of new property at *** Drive, Niagara Falls Sept, 2016 and from Dec 11, 2016 it was fully rented. I have called reliance in Sep, 2016 to get account detail and change mailing address since it is a rental unit and I would like all my bills to go to my Missisauga residential address. I was told that the account is not set up yet so I don't need to worry about anything. The land wasn't graded yet and the billing is not set up and it might take up to 12 months for everything to get set up. 11 Months forward I get a reliance bill in Aug / 2017 and it is $ 785.55, I call account receivable to explain and offer to pay whole balance minus interest since I never saw a bill from them. I was told I can only get a month of credit, I didn't agree and asked for manager call back. No one call back and today I get a bill for 2,299.90, they have billed me full for the water rental and I don't understand why. This company never listens and no one knows where to escalate.

Thank you

Approximately 10 years ago a saleman from Home Comfort knocked on my door stating he's changing water tank. I let him in to check old tank. He wanted a old bill which I did not give. I did sign a small piece of paper with my signature not my husband whos the tanks name is in just to get him out of my house. We did call police at the time and they said there was nothing they could do. We got the tank installed as I had no choice and figured in 4 years we will cancell. Well tried to cancell 2 yrs ago when Reliance took over, and we were told its $700.00 to cancell. Last year tank rotted out. We have it in basement still and bought our own tank from ***. I don't understand how we have to pay for service still and its past the cancellation date I signed. We haven't used Reliace tank since last year and they want more money from us to cancell.

I woke up to the sound of a leak in my water tank I live in a condo and there was a puddle under my machine and it's not stopping. I called the 24 hr Emergency number they booked me for a service later today I called them at 7am the earliest service call was for 4-8. I then receive a call back at 8:30 that *** who I spoke to had been told by her supervisor to push the call for tomorrow now I am booked for Wednedsay more then 24hrs no clue what damage- and I am left hostage in my home as I do not know what damage this may cause.

As water heater customers at this address, and other investment properties, when we needed to rent a water softener we naturally chose Reliance. The way the contract was completed, install done, the whole thing was a nightmare. We requested that they cancel our contract (within 10 days) and remove the unit.
In removing the unit, they took pieces of our plumbing (the compression fitting for the salt hose) that did not belong to them. The service manager and various others we were dealing with now refuse to answer our calls.
This is inappropriate. This part never belonged to them in the first place, and they seem to have forgotten that we are STILL CUSTOMERS.
I would like my part back, or reimbursement for a replacement part, and I would appreciate this as soon as possible, as we are currently operating without a water softener in one of the hardest water regions in the province.
This needs to be rectified.

We found Reliance on ***'s website for services. We requested a consultation from them, and were soon in contact with their sales rep, ***. We were first interested in the tank less heater, but then decided against it so after a couple months we contacted *** again and said we wanted to proceed with buying a regular water tank. He offered us a few of his company's brand tanks but we insisted on staying with the *** tank as it gave us a *** cash card. He was impossible to nail down a day with. We dealt most communication through text. I would offer many days I could take off work to be there for the install and he wouldn't get back to me or say he couldn't do it. We first inquired about installing the tank May 4 and didn't get it put in until June 8. My husband called and inquired about the tank, making sure it was 50 gallons, cost, and that we would get the *** cash card. He said he could install it one Saturday (May 20) and then didn't reply back to my multiple messages for a couple weeks asking for us to do it on the 8th. We booked it in for then, few days before he told us we had to give him a $500 deposit in order to book the installation. We called him many times to give our credit card info, once again he wouldn't get back to us. We didn't get a hold of him until the day before, not knowing if we were still good for the 8th or not. He wrote the numbers down wrong and had to give him our info again.

They gave us around 9-12 or something like for installing times. The guy came later around 11-11:30 and then put the blankets to cover the ground then went back to his van to have his almost hour lunch break. My family were in town and we were waiting to leave but this made it even slower. When he came in he said we couldn't install the 50 gallon tank we had wanted. He said he would have to cut the wall to get it in or suggested replacing the furnace at the same time (when we don't need to replace it). We had no other option to buy a smaller tank (which we chose them because it was a 50 gallon). He installed the tank at a snail's pace. When he left we noticed he didn't turn the water back on, luckily I ran out and caught him before he pulled out. He told us we would get our gift card in the mail around 6 weeks later. Two days after installation I got an email confirming my installation date and time...little late for that. I competed the customer review and expressed everything above. ***, sales manager, called me and said sorry and that's about it. Not helpful at all. I was surprised that he didn't do anything, other than saying I will talk to my employees.

September 13th we still didn't receive our *** cash card so I called and they said they would leave a message for the sales manager. *** left a message on my voicemail saying we don't qualify for the cash card, and we wouldn't be getting one. I called back the main line, waited 15 mins on hold to be transferred to *** and was denied a call because my name wasn't on the order (even though I have spoken to *** before and my name was on the order for when the job was complete). My husband had to call back and *** repeatedly told my husband that we didn't qualify for the card because we didn't go through ***. My husband explained many times that why we have ***' information from the *** site, and that's why we choose *** water tanks because it's the brand that qualifies from ***. *** was no help at all and continue to say the same untrue statement over and over. My husband knew it wasn't going anywhere after endless arguing back and forth.

They have been no help to us from the beginning. They say on their order form that their policy is 100% satisfaction guaranteed and how they care about their customers but they have proven many times, by both *** and *** that they do not stand for that. ***

*Located in Sherwood Park, AB

We are originally customers of National Home services, the equipment in question are the Water Heater, Furnace and A/C, all were installed October 2012. At some point after this date National Home Services was bought out by Reliance Home Comfort. I contacted Reliance Home Comfort on October 19th 2015, to inquire about buyout pricing for all units. The prices quoted are as followed:
A/C: $2872.32+tax, Water Heater: $1405.80+tax and Furnace $3874.00+tax.

I called back on September 7th 2017, spoke with '***' (from the Customer Solutions team) and was provided the same pricing as previously provided 2 years ago. When I complained that this was the case I was told that the call had to be 'pulled' to confirm what I was told. I decided to callback on Friday September 15 and I spoke with '***', the call was 'pulled' and Reliance admitted that we were provided incorrect information back in 2015, the only thing they were prepared to do was to lower the pricing, please see below:
A/C: $2657.40+tax, Water Heater:$1306.65+tax & Furnace:$3874.00+tax,
as you can see not a significant difference in pricing for 5 year old equipment, I also advised them that we received a quote for comparable units, with only 1 difference, instead of a standard water heater, a tankless water heater with a furnace and A/C (brand new installed with full warranty for parts and labour) for $7600 taxes included. At this point '*** stated that she received management approval for $6000+tax for only the A/C & Furnace and an additional $1100+tax for the Water Heater, the units are being sold 'as is' without any warranty for parts or labour. In the past 3 years our units have only been serviced once, on September 12th 2017. When I inquired about this I was told that we needed to call only if there was something wrong with the units. I am asking for your assistance with this as my husband and I feel that this is unfair business practice & wish to have this resolved to our satisfaction.
Account_Number: XXXXXXXXXXXXXXXX

When my wife and moved from our previous location (July/Aug 2010), we contacted Reliance Home Comfort (our existing water heater provider) to let them know we would be moving, so they then started a new account (as per there records starting in 2010). For 6 years they collected payment from us until 2016 when we called to have the water heater taken out for a reno. The Reliance tech informed us that it was not there equipment so he couldn't take it. That made some sense as we had been receiving bills in the previous owners name from Direct Energy and had ask them to stop because we were with Reliance. I contacted Reliance and informed them that we indeed had a Direct Energy water heater and they had been collecting money from us and not providing anything in return so please refund so the correct company could be paid. We still have the Direct Energy heater that is dated, and stamped installed July 25 2008, yet Reliance is now saying they had a water in our house years before we moved in and it was our responsibility to pay for it until it was returned to them. The water heater change took place 2 years before we moved in so why do we owe them anything? We have had two stories from them, one, that there technician brought a water heater back when we asked it to be taken out and no, two, there new story is that Direct Energy gave the heater back after holding on to it for 8 years so we should get them to pay me back.
Direct Energy provided the water heater for all that time and Reliance collected for it. Not only did Reliance rip us off but Direct Energy. Direct Energy does deserve to be payed for actually providing a product for rental but Reliance does not seem to think so. Reliance seems to think that Direct Energy should not only refund us the money Reliance received, but apparently not get paid for there water heater rental.
We have held on to the Direct Energy water heater and can provide pictures of a stamped and certified heater with an instal date marked on it, bills and any other evidence to prove that Reliance is now just trying to cover up their mistake and not pay back about $1500, so Direct Energy can be payed for actually providing a product.

Hot Water Heater Tank Replacement
Sunday night of labour day weekend, our hot water tank let go. After cleaning up the flood, I contacted Reliance at 8am the next morning. By 11am the repair technician (Lee L) was onsite and determined the tank was shot. They replace the tank, tested the gas connections and we had hot water by 3pm. Zero cost to us - Why RENTING a water heater is worth it.

In June of 2015, I rented a furnace and air conditioner from Reliance, for a period of 7 years. With the noted buyout from the door to door sales rep that the buyout after the 7 year period would be $500 each. No contract was signed by myself or Reliance.
In 2016, after seeing an episode of Consumer SOS on Global News regarding the sale of door to door air conditioners and furnaces, I contacted Reliance to get assurance of my account. I was told at this time that the buyout for my equipment would be $15000!! None of this was agreed to by me. I let Reliance know that I would like to have the equipment removed from my house. I was told that I can do this at anytime, but there would be a $700 removal fee, again, which was not disclosed to me, and which I did not agree to.
In August of 2017, I finally decided to purchase a new air conditioner, water heater and furnace from another supplier. I contacted Reliance and spoke with ***, RISA Supervisor, at X-XXX-XXX-XXXX, option #5, EXT XXXXX
During this time, *** kept trying to have me agree to buying out the current equipment from them. The price dropped from $15000 to $8245+HST. Quite the drop!! I told them no, I did not agree to this and requested the equipment removed.
The air conditioner and furnace was removed on Friday August 11th by *** on behalf of Reliance.
On Saturday August 19th the water heater was picked up by Reliance.
I thankfully had my new equipment installed and waited for my final invoice from Reliance to close my account.

On Tuesday September 12th, I received another bill from Reliance for rental of the AC and furnace. When I contacted Reliance questioning what this was about. I was told that they have no record of my equipment being returned. I called again in the evening of Tuesday September 12th and talked to a supervisor who stated that it takes 2-3 billing cycles for my account to be closed. Meanwhile I am still being charged for equipment I do not have! I was told to disregard any bills from them, which I am wary of doing. I do not want my credit to be affected by their lack of diligence.

Wednesday September 13th, I once again emailed *** at ***@reliancecomfort.com (phone # X-XXX-XXX-XXXX option #5, Ext XXXXX) with scanned copies of the signed paperwork when the equipment was removed from my house. I asked to have this resolved immediately and to have my account closed. I have not heard back yet.

I would like this to be handled immediately. I've never had such poor service from a company in regards to a contract that I never signed.

We bought a central air-conditioning unit through Reliance in the summer of 2016 and have had difficulties with them every step of the way. The salesman who met with us no-showed for two appointments, and when we finally met he recommended a large unit, that had a 10 year warranty. We decided to purchase that unit because we felt the warranty was important. Unfortunately he didn't check to make sure whether it would fit in our backyard, and when they came to install it, we couldn't proceed because the unit was much too large for the space available. We had to renegotiate the contract and purchase a smaller unit. Installation had to be delayed because they didn't have the smaller unit on the truck. As part of the deal, we were promised the warranty that came with the original unit, but it took weeks of phone calls and speaking with various managers before we finally received the paperwork. In order to maintain the warranty, we have to schedule a yearly inspection. which costs over $100. This was never explained to us until after we had finalised the contract. We signed up for the monthly payment plan, and we were told that someone would contact us in the summer of 2017 to schedule the appointment. We made all our payments and waited for most of the summer; after not hearing from Reliance, we called to schedule the inspection ourselves. We were told that they would not do any evening appointments, but that we could book a weekend. They only give a 5 hour window, which means that someone has to be stuck at home for half a day. As our weekends are very busy, my husband decided to take time off work after a scheduled medical appointment, and we booked an appointment for between 1-6 on a Thursday afternoon. We were told that we would be called when the inspector was on his way, and that we would have sufficient notice in case we were out. The inspector called with only 10 minutes notice, and showed up just before 1:00. My husband missed him by 15 minutes, as his medical appointment which had been scheduled for 10:30 ran very late. We called immediately and asked if the inspector could come back, but were told no. We re-booked for a Saturday afternoon, but when something came up, we called 2 days ahead of time to change the appointment. We were offered another appointment on the following Sunday morning between 8-1. We were up early, and ready to finally get this done, when we got a call about 9:20 that our appointment was cancelled because they were overbooked. When I spoke to someone from customer resolution, she said that they reserve all their weekend appointments for emergencies only and that we never should have been given that time as an option. She couldn't explain why several of the front line staff had consistently told us that that we could book then, and she refused to honour the booking that had been made or to give any compensation for lost work time and inconvenience. My husband is now going to have to take more time off work so that we can book the inspection during the work week, because if we don't have this done soon we will lose our warranty. After reading many of the other reviews on this site, I find that most of them have had very similar experiences to ours.