Reliance Home Comfort

We just had our new *** System and *** Hot Water Tank installed by Reliance yesterday. From the Salesperson to the install team the service was customer- focused and professional. We will definitely be recommending Reliance to our friends and family.
Greg and Robin R.
Winnipeg

With all of the seniors that have passed away recently, I am positive that there are many more grieving family members who will now have to deal with these people. The high pressure sales on the elderly *** about just who would pay for the furnace was bad enough. But to refuse ANY information including a mailing address for Reliance (so I could send a certified letter) was just another obvious stall to try getting a few months rent out of a furnace that would have been paid for a long time ago. They also appear to be experts at the creative use of the hold button. Apparently the supervisors name is "Mike". No one will connect you to him or tell you how to contact him though.

Reliance Home Comfort (London ON)

Called Reliance c/s (Pooji) about leaking rented water heater. Alison in the rental dept finalized my replacement information. They had Terry a technician there promptly within a few hours with the replacement heater. He was friendly, courteous and followed the covid guidelines wearing a mask and keeping the proper distance. His work was excellent and effecient.
Reliance seems to focus their training on customer touch points from the first call to the end of the servicing. Well done to this company...They got it right!

October of 2019 we had a brand new boiler system installed into our house. From the very beginning of the install it was a nightmare. But that's a whole different review. Our problem is that ever since we have had this "high tech" boiler installed it has continuously broke down. It always effects our heat and hot water. Reliance technicians have been AWESOME! The problem lays with the managers of Reliance in London Ontario. We have at the very least 8 service calls from Reliance since October. The technician comes and have each time they don't know what it is, or a part is ordered and we need to wait, with NO hot water or heat for sometimes up to 6 days in a row. This problem has occurred as recently as 6 days ago. Technician came Friday, was told to rush a part it will come later on Friday. Saturday technician comes, replaces part...still won't work. So after speaking with his manager it was decided that it was a plumbing problem. Sunday 3 plumbers come work for hours replumbing the boiler. End of the day, they are unable to fix it and suggests getting the unit replaced. At this point my husband and I are beyond annoyed. So this morning I called customer service. Requested to speak with a manager in London. She places me on hold, comes back and says "they are in a mangers meeting but I can email them to ask them to call you right away" I agreed and waited until 3 pm when I still had not heard from anyone when I had a number of a manager from previous issues. So, I decided to call. Left a voice mail. At this point I'm pretty sure they are all aware of the issues at my house. An hour later I called and left the second message for Roy. Roy calls me back and he is trying to have a conversation with me and a different manager Colin at the same time. So he's relaying things to me that Colin is saying and telling Colin what I saying.***s. At one point I said to Roy "are you there?" And he was like oh yeah. So, they had decided that the unit does not need to be replaced it is a board. I did become very annoyed. At this point we have not had consistent hot water in 5 days. And we are in the middle of a pandemic. I began yelling at Roy and told him I was contacting the media. All he could say was "I can not tolerate you speaking to me like that" 5 minutes after that call Colin calls me. Informs me that a tech will be here in a few hours to replace the board. Tech comes replaces board. Boiler still not working. My husband called Colin all Colin could really only say we are working on it. So now there yet another part ordered with no certainty that will correct the boiler. The managers at this company have no interest in customer issues. And no concern for the customers. The technicians are beyond amazing!!! I honestly believe that if it was any other customer dealing with any other company they would have a new unit installed and the managers would do things to make the customer happy. NOT THE CASE WITH RELIANCE MANAGERS. They hide behind their techs and customer service.

I called reliance home comfort in Feb 2020 to have a hotwater tank installed ( a rental) they told me there was a 3 month promotion and I would get the first three months free. It was a good deal so I signed up and had the tank installed Feb 26 2020.

I was disappointed to recieve a bill today (april 24 2020) for $170.25
I wasnt expecting a bill for 3 months!!

the bill charged me :

$57.15 for Feb 27-April 22, 2020 ( this should be free)
&
$93.51 for April 23, 2020 - july 22,2020 ( I shouldnt be paying for another month)

& to make things worse. I was with reliance many years ago and have a -70 something balance with them and I was told it would be credited to my new account (yes they made me a new account for some reason)

We moved from *** Ancaster to *** Beamsville in September 2019. We had a water heater contract with Reliance at ***. We have contacted Reliance numerous times telephonically and via email to have this services suspended and payments made reversed and credited back to us. Included in the documents forwarded to Reliance are the Agreement of Purchase and Sale for ***. Reliance continue to bill me for this rental and has not responded to my emails in this regard.

We are a small charity that provides affordable housing to vulnerable residents. We have only 10 units and seven of them have Reliance hot water tanks. Every single bill we receive from Reliance always has a "Due Date" before the bills are received. I have drawn this to their attention every single time and they always blame it on ***. Tired of paying late charges for bills we did not have before the due date, I decided to try an experiment. On February 29th, I pre-paid two accounts to see what would happen. I got the bill in April with "See Billing Details" in the Due Date box. And you guessed it; it said the accounts were past due and late fees were added. I called billing and after 45 minutes on the phone they could not figure it out, so they were going to call me back at 10:00 this morning. First, they tried to tell me they never received payment, but our bank records show they cashed the cheque. Second, they tried to tell me it was applied to another account, but a second cheque they cashed the same day was for the account they indicated. We have numerous accounts with many service providers and I have never experienced such *** billing practices in over 30 years. It is a systematic issue with Reliance Home Comfort; it doesn't happen occasionally; it happens every single month... and of course, no phone call at 10:00 so I get to start all over again.

My hot water tank is leaking, I own it I want to replace it. When I called, I was told Reliance only rents hot water tanks. It's only 14.99 a month. Seriously?

My current tank was installed in 1996, lasted 24 years. Never needed a service call. Renting it for that time would cost me $4300 from Reliance. To buy the exact tank at *** is $516.

We phone Reliance on Friday 3/20/2020 because the water heater in our house wasn't working. They sent out a tech and he replaced a part that night. This fix worked for about an hour then the hot water heater stopped working again. We phoned again on Saturday 3/21/2020 to inform them that the water heater wasn't working again. They responded that since it was the weekend, they wouldn't be able to have a tech come look at it until the Monday. I let them know that was not acceptable and they ended up sending a tech that afternoon (Saturday). It was the same tech that repaired the water heater on Friday. He looked at the water heater for about 5 minutes and said that it needed a part that he didn't have on his truck and that he would put in the order for it and it would be delivered to our house via ***. We were supposed to phone Reliance when the part arrived and they would then send out another tech to replace the part. From every advertisement that Reliance has, including what is on their quarterly invoice, it states that every truck that they send for a repair has all the parted needed "the first time".

We phoned Reliance again on Monday 3/23/2020 to ask when the part will be arriving because we still had no hot water. They replied that *** is delaying their deliveries because of the Covid 19 and that they didn't know when the part would be delivered. Monday night, we phoned and asked to speak to a manager three different times. Each time, we were assured that a manager would phone us back within an hour. No phone call from Reliance was received.

Tuesday 3/24/2020 morning a Reliance tech arrived to our door to repair the water heater. I asked him why he was there because we had not received the part from *** yet. I then told him that it wasn't necessary for him to look at the water heater because we were cancelling our account as soon as their cancellation office opened at 9:00am. The tech asked why we were cancelling and I told him the story. He asked me if he could let his dispatcher know what I told him and I said yes. About 30 minutes later, a manager from Reliance phoned and I told her that it was too late that we were cancelling our account and that a new water heater was being installed that afternoon by another company. I also told her that we would not be paying any fee for the removal of the Reliance water heater and she told me that she would let the appropriate department know that fee will be waived and to leave the water heater in the driveway where it could be picked up.

Tuesday 3/31/2020, I just phone Reliance to ask when they will be picking up the water heater that has been sitting in my driveway now for a week. The girl on the phone replied that they aren't booking appointments for picking up water heaters at this time and wasn't sure when they would be booking that type of appointment. She also informed me that the account is not cancelled until the water heater is returned. Believe it or not, she also asked me if I could return the water heater myself.

Oh and that part that was supposed to be delivered by ***... that still hasn't been delivered either so I am guessing that was just a delaying tactic used by Reliance.

We have one other water heater rental with Reliance at a different address and we will definitely be looking into getting rid of that now as well.

I would never use Reliance for anything ever again after this

Extremely disappointed.
Called March 27, 2020 about emergency with furnace.
Would not send out technician until next day.
Unacceptable treatment for an emergency such as this.
Called *** - serviced furnace within one hour!!

This is the worst company to deal with. ***. I was sent the wrong information (dates and time) for my installation date. After the install I noticed TAR on my wall. When I informed the sales rep - he pretty much just disregarded the situation.
I then put in my own complaint after I realized he wasn't going to do anything
Someone came out and was very helpful - but that was all just a show. The furnace was installed in January - it is the end of March and I still have TAR ON MY WALL
I sent an email last week asking for a manager to contact me and have had ZERO response. So now I have to result in leaving a poor review.
HORRIBLE company - they will damage your property and basically tell you to deal with it. Once they get their payment they do NOT care about you! $5100 on a new furnace and I now have to replace 4 walls b/c they can't match the drywall anymore

Had an issue with Relaince Home Comfort Monday March 19 2019. My hot water tank and furnace lost their pilot lights and I ended up having no heat or hot water.

A few years ago I signed up for the Extended warranty with Reliance that covers my furnace, water heater and air conditioner. At the time I was informed that should I have any problems, including an emergency situation that a technician would be dispatched on an emergency as soon as possible to remedy the situation. When I signeed up for the plan Reliance had a local contactor who made service calls. Based on the severity of the situation they would send a repairman to handle the problem.

In the past I have had a few issues with equipment and the local contractor came as soon as possible in one call where I had an issue with my furnace. The local firm called me to assess the situation and dispatched a technician within an hour.

Sometime in the past, Reliance eliminated the local contractor and in their wisdom decided to have their own repair technicians handle the problems as they arose. This is where my problem cropped up no Monday.

When I called to inform Reliance about my issue then informed me that a technician would be dispatched between 7 and 11 the following morning. This call was placed approximately 4:30 pm. I informed the receptionist who I spoke with that this is an emergency situation as I had no heat. She informed me there was nothing she could do and that I would have to wait till the next day. I informed her that I live in Northern Ontario and that temperatures are still below zero in the evening. She again said there was nothing I could do. When I told he that my pipes could possible freeze she told me to use a space heater to warm my home.

I asked to speak to a supervisor and was told there was none available. I insisted on speaking to a supervisor and at that point she took my name and said she would email her supervisor who would call me back. I have more I wish to add.
Product_Or_Service: Product Protection Plan

Call on Reliance- 24/7 service

I have been a loyal Reliance customer for several years.
When I needed your service's the most was on Sunday March 22 2020, at 1853 (6:53PM) when my water heater broke and started spewing hot water into my basement, building up to 2 inches in depth and damaging many items.

I called the Reliance 24/7/365 Emergency service number and was engaged with a very belittling female "customer service" person! As I was panicking and begging for help, this person kept saying things like: Michelle like I told you... Michelle there is nothing I can do to help... Michelle our system is down... Michelle you have to wait until tomorrow morning... Do you want me to schedule you in?... Michelle I can't do anything else to help you... Michelle you must know what is happening in the world, there is nothing I can do.

As you can imagine, this is very frustrating behavior. I am begging for help. I have a broken rental water heater, and the leak is not stopping. My basement is filling with water and I recalled the Reliance ads keep stating: "Call on Reliance, we are here to help, 24/7, for you, for your peace of mind..."

I am very aggravated, and EXTREMELY DISAPPOINTED, with how this was handled! An emergency call is put off.

I work in Emergency Response, and I tell you, If I were to not show up, I will lose my customer! And have my reputation destroyed!

What are you going to do about this dreadful behavior?

I had my account with *** and it was transferred to Reliance. I refuse to deal with Reliance because I have had issues with them in the pass. The told me that I need to paid them $1800 and $380 for pickup of the unit. I have been with this unit for more than 15 year and they are charging so much for buyout. This is a Reverse-osmoses system. This unit is the about the same price as a new unit and this is more than 15 years only. I am requesting them to take the unit because it is not worth the price and I refuse to have my account with Reliance

. We got sold on a monthly furnace protection plan when our furnace broke down being promised that the onsite diagnostic fee will be covered regardless of whether we choose to go with the suggested repair and quote. Called in multiple times, got guaranteed that the plan is cancelled and there would not be a charge. Come the next billing cycle, we saw a charge - what a surprise - that's comprised of the diagnostic fee. When I called, the rep was adamant that they did nothing wrong and the fee was a legitimate charge. None of it was legitimate when you coerced us into signing up for something so that you get a sale based on false information and promised. Also, the team where you can dispute charges is only working Mon-Fri 9 to 5 and no one can offer you a call back... Way to charge customers without consent and make it so hard for us to get our hard-earned money back. ***! We demand a full refund for an illegitimate charge.

Kerilee White is an amazing Water Purification Advisor for Reliance home comfort. She thoroughly explained about their water softeners and water filters. She was a pleasure to have in our home. Thank you Kerilee!

In early February 2020, my Reliance 60 IGal water heater stopped working. Cold water was all the hot tap at the kitchen sink would provide. I went downstairs to check the circuit breaker that supplied the water heater. I quickly realized that there was over an inch of water at the bottom of the stairs. As I waded through the water towards the main water shut-off valve, I could hear water gushing from a leak. The gushing stopped when I turned off the main water valve. I then isolated the water heater by turning off the respective circuit breaker, shutting the tank cold water inlet valve off, and shutting the tank hot water outlet valve off. I then opened the main water supply valve so that the toilets would work and there would be potable water available at the sinks. The leak was in the tank wall as there was no more gushing.

Clean up commenced. After two days most of the basement was pumped out.

On the third day, a Reliance Service Technician came and replaced the water heater. He said water heaters last 12 to 15 years and that the one I had failed two days shy of 22 years. I asked if I should request a replacement after the new one was 12 years old. He said Reliance would replace it at no charge, and to call in 12 to 15 years.

Many water-logged items had to be bagged and thrown into a dumpster. It took the better part of two weeks and about $500 for the bin, the extra amount on the water bill for about 100 cubic feet of leaked water, and the extra electrical power to run the wet-vac, submersible pump and lights.

It is unconscionable that Reliance Home Comfort does not advise a tank replacement at the 12-year mark, or automatically arrange to replace the tank at the 15-year mark, instead of having their customers be surprised by a flood and suffer financial and material losses unnecessarily, not to mention the loss of hot water for several days. I think Reliance Home Comfort has a Duty of Care to be proactive on water heater tank failure prevention.

1 address, 1 name on bill, 2 account numbers. Double billing for one heater.

Found out I needed a new furnace yesterday. Tim was very patient and helpful working with me into the evening , arranging for a new furnace installation today. I had a change of heart on my choice so I left Tim a message early this morning . Tim contacted me promptly went over my options again and was able to accomodate my changes. I really appreciated the no hassle assistance I received, thanks Tim! Fantastic customer service !

The true measure of a good company is not how they deal with client when you sign up with them but it is how honorable the company is when a client wants to say goodbye.

We purchased a new house and we simply didn't want to continue hot water tank rental. We wanted to buy a larger one and own it ourselves. But the previous owner had a rental agreement with Reliance and now I needed to deal with cancelling it.

My experience cancelling the contract with Reliance was negative:
1. I called them to take out the water tank. They charge $375 plus tax for disconnecting the tank and another $325 plus tax for taking it with them. I had no choice so I agreed to make the removal payment.
2. I asked them to send me a copy of the "rental agreement" previous owner had with them to which I am now responsible. It took two separate calls to get the copy of this contract.
3. On that contract it clearly says "free installation free removal". This is written by hand in the "note" section and it is then signed. So when this rental agreement was made with the previous owner, there was a clear agreement on "free removal".
4. Original contract was with an older company called "***" which is somehow now Reliance and that is the source of confusion. To me it seems Reliance was not confused when it was time to charge "***" clients their monthly rental fee but when it came to honoring "***"'s promise of "free removal" confusion has started.
5. I don't know how many rental clients who seek cancelation go through the same process of being told they should pay for the removal while the original rental agreement promised them free removal. I doubt many clients will spend time getting old contracts and spend hours following up on this removal fee with Reliance.
6. If how I have been treated is the usual approach Reliance has and if they keep charging cancelling clients with $700+ removal fee while the original contract signatory has been promised "free removal" then this could count as a predatory behavior by the company.
7. What happened to me might not be an intentional managerial decision and it might have been a simple mistake that happens in medium to large organizations specially when they take over other companies. But it certainly is not how a reputable business should manage its canceling clients.
8. Reliance staff over the phone were all polite and good mannered. But this whole cancelation experience took me a total of 6 calls with Reliance, with long wait times, totaling to about 6-7 hours of my active working hours up to now.
9. I can't afford more time on this matter. Reliance wins and they can charge me what they want. I guess the story is the same with most cancelling clients.

Conclusion: If you can afford purchasing your hot water tank just do it. Starting a long term relationship with a company is not worth the hassle and time you need to put in when you finally want to end your rental.