Reliance Home Comfort

Had an annual maintenance check done on my furnace today. Ryan was extremely polite and explained everything to me. I did not feel like he was rushing his way through the appointment. He did not talk down to me and answered all my questions. I felt that he dealt with me in a sincere, honest way...what more can you ask for?!

Our Furnace broke down on the weekend and we needed to get a new one quickly. We talked to friends and they went with reliance. We figured ok lets check them out.... We were going to buy a new furnace having 2 small kids in the house and figured going with a company that has been around for a long time was a good move. There was a special going on at that time, up to 25% off + ***. The rep explain the leasing option and Buying options. Very well explained by a sales rep. We opted to buy the unit, we wanted to go with *** , 85000BTU 2 stage etc... Price was close to 6000 but with the discount and all brought it down to 5400 incl tax. Put a deposit in and set a time to installation ( quick turn around for next day). All seem to be ok at this time, price a little steep but we managed to get 10 year unlimited parts and labor and other stuff ,,,, Contract was put together, deposit in and set time for installation the next day. Everything seems ok at this point.. Well....... First of all the special was actually not finishing the Saturday but Sunday, so I feel we were a little miss led in that part to make a decision before deal was done. We found as well that you have 10 days to cancel before installation if you wish.... Smart on the salesman bad on us for the installation the next day ( but we needed a furnace) to basically void the 10 days or buyer remorse... It was a sales job and I respect that but I feel we may have been duped. Even tho we asked for *** product, and on the contract there is a check box for ***, the salesrep checked the *** by Reliant instead of the *** we asked ( was right under each other). We went over the contract and did not catch that because we had agreed on a ***, Bad on us ? maybe, Tricked by the salesrep ? there was not mention of rebranded *** to *** by reliance on the quote he wrote down ( Just *** and ***). I would like to add that the Installer came in, installed ( took 6 hours) and then were done with it ( installing company was awesome and very professional). All installed, went downstairs to check out the new furnace saw what appeared to be the *** logo but then when I looked at the owners manual, it was not ***, then look closer to the logo and it was *** by reliance.. ?!?!?!? We text the rep and he did answer quickly telling us that it was a *** but rebranded to Reliance. I would like to believe that the system will be a good system but not sure if that is the case and not sure it should be the same cost as the name brand. Some mix reviews on the web with reliance. I am not saying the company is a bad company because they been around for a long time, what I am saying to watch their sales practices as it seem it was a little shifty. we are not happy that is why only 2 star

so to Recap Rep told us the special was over the same day he was there and we had to make a choice that day (pressure sales). Gave us a quick installation date because they did not want us to sleep to much on it to avoid the 10 day grace period in cancellations, check mark the Reliance brand instead of the *** brand that one is the one that *** us off the most.

! Im late posting as this happened back in DEC 2018. I finally wrote in a compliant on my experience to their customer service, and due to their reply this is why i'm posting.

We rent our water tank from reliance and decided to use them to service our furnace as they had a promotion. In a nut shell the guy RED Tagged our furnace in the middle of the winter b/c he found rust on a clasp holding an intake pipe. Then he proceeded to book me in for an appointment the next day to get a quote for a new furnace. I canceled the apt for a new furnace quote as we knew we did not need a new furnace. If repairs needed to be done i'd be fine with booking that. I got another company in for a 2nd opinion and they confirmed we did not need a new furnace, and they helped us get the red tag lifted by replacing the pipe, which didn't even need to be replaced. The rust on the clasp was not an issue. The most concerning thing is the technician was trying to get us to buy a new furnace that was not needed, and putting a red tag without a solution aside from a new furnace. We have cancelled our water tank rental and will NEVER deal with this company ever again. BTW their response to my complaint was to offer 3 months free of rental service! I was hoping they would at least confirm they will investigate this *** technician.

Today we had our watts mixing valve replaced on our water heater by Robert who did a great job. He explained the problem to us, was prompt in fixing it, was very courteous and the billing process was easy. Thank you Robert

Quick and prompt service by sales and by installation services. Very happy with our purchase and customer service!

Horrible Business and practices- DO NOT SIGN INTO ANY CONTRACTS UNTIL YOU FULLY UNDERSTAND WHAT YOUR SIGNING. *** it cost us $4000.

I am currently having the worse experience with this company! Reliance installed a new gas hot water tank for me about 3 years ago,***. Anytime we use too much of the hot water at once, the hot water tank stops working! I haved to go down unplug the unit, and plug it back in for it to reset and start working normal again. I had already called reliance about this and the technician is clueless as to what is happening with the tank, that is how I came to solution to unplug and plug back in to get it working again.

Now the water tank is leaking, the water is coming from the pressure relief valve which they sent a technician to replace. Not only did the technician replace this valve, he raised the hot water temperature to the max! We run a daycare at home, if any of the kids was to go to the bathroom and accidentally use the hot water they would have burnt themselves! On top of all this, the water tank is still leaking from the pressure relief valve! Every time I go in furnace room there is a huge puddle of water. Called reliance again, the technician wants nothing to do with fixing this again, he wants me to go through reliance for a plumber, well reliance wont provide me a plumber because it is not part of my contract with them, they want me to supply and pay a plumber to fix a hot water tank which I am RENTING FROM THEM!!!! How does this make any sense? The customer service is horrible, the people over the phone are no help, and they cant seem to fix this issue! I am more then furious with this unorganized company.

We had a water purification system installed. Cory the technician was very knowledgeable and did a great job installing the system. He was courteous and did a good cleanup as well. We are very pleased with the service.

Mike called before coming. He was quick and efficient when replacing the hot water heater. Thank you.

We had a regular maintenance check for our furnace. This was in the Masonville area of London, Ontario. I called to set up the appointment. The technician, Tony, called before he arrived as promised.

There was snow outside, so he immediately put on overboots and got to work. He was friendly, courteous and knowledgeable. He answered all my questions and gave me additional tips on how to run the system more efficiently, what types of filters to use, and things to watch out for that might indicate trouble with the system.

All in all, a job well done.

. I have been stuck in a lease agreement for 7 years with equipment that caused 3 floods in my home - both the air conditioner and hot water tank. They are horrendous to deal with and trying to make an appointment for them to attend to service their own rental equipment is a nightmare. They installed a refurbished hot water tank that was 7 years old in my home AFTER the one that caused the flood.

Took 2 months, 4 service calls and wrong parts sent to fix a humidity problem. Sad.

On October 31, 2019, Reliance came to pick up their water tank. While they were bringing it up my stairs, the dolly they used damaged each step on the way up. We called them and they asked us to email pictures and a quote for repairs, we emailed them on Nov 20. We got a call that someone would get back to us within 5 business days, no one called.

On Dec 11, I emailed them to provide us with an update. We got a call that someone would get back to us within 5 business days, but again no one called. I sent another follow up email today, Dec 27.

We got a quote through ***. The cost is $600 plus tax which includes material and labour.

I purchased a home in Hamilton, Ontario, and the 6-7 years old 40 Gallon water heater tank was a rental under contract from Reliance. I contacted Reliance in Sep-2018 in order to buyout the rental tank, they quoted me an enormous price, $770 plus HST for a small water tank 6-7 years old. Then they pressured me to take couple months free no rental cost if I stay with them for minimum another year. Under the financial pressure involved when you buy a home I agreed, and that was a mistake. I contacted them today, Dec-03-2019 in order to buy the tank from them, and first the agent was telling me that the current price is $1200+HST!!! AS IF THE WATER TANK IS MADE OF GOLD AND APPRECIATED IN PRICE! After sweating on the phone for an hour they were willing to lower the price to $870+HST, and then they lowered the price to $770+HST, as if the value of the tank remain the same, however, to me it's still sound like a very expensive price for a water tank at it's end of life.

Murray was amazingly helpful, he privided insightful information on what I needed to know, he was respectful and kind. I feel as though I had known him for years.

Moved to a new home that has Reliance water heater. I called customer support for buyout price and was told its 1020 CAD + tax for a 7 years old 40 Gallon water heater. Which I believe is an insane price for such an old water heater.

Last time I called Reliance customer support for account setup, around 3 months back, it was 800 CAD, not sure how they increased it despite the fact that heater is now older than before so it should depreciate in price.

I asked customer support lady to provide me the formula or agreement which he used to calculate this price and she declined and confirmed that there is no formula or pre-agreed amount with the previous owner. So basically they can quote any amount that they want, which is kind of shocking for me.

My name is Dave M. (*** Ave, Loindon ***)
"Josh" arrived at my home on time, he removed his shoes immediately, was very polite, knew exactly what to do, did it - and I was very pleased. Thank you Josh.
***

The other two people I spoke with were "Sue" who took my initial call and "Bianca" who will adjust an error on my account. They were very professional as well.

Cheers,
Dave M.

We the owners of ***, Scarborough have Reliance high velocity heater system that provides heat to hot water and the home since 2008. We bought the house from Monarch in 2008 (Builder) and Reliance installed a high velocity system in every house in that subdivision. We trusted that Reliance engineers did sufficient calculations and investigations to determine a high velocity system would work best for this house when they received mass order from ***. From 2008 till 2016 we had a high velocity system that worked. On August 22, 2016 we had no heat or hot water in the house and a technician came in and strongly recommended we change to a upgraded system. On August 25, 2016 *** unit was installed in the house. Please see list of dates and summary below of the service calls we made after the *** system was installed:

January 7, 2017: No heat or hot water. Contractor came in January 8, 2017, no note was captured
January 9, 2017: No heat or hot water. Reliance technician came in.
January 14, 2017: No heat or hot water. Contractor came in and no note captured.
January 29, 2017: No heat or hot water. Reliance technician came in. No note was captured.

February 3, 2017: No heat or hot water.
February 10, 2017: No heat or hot water. Technician came in February 12, 2017.

April 18, 2018: No heat or hot water call. Technical came in April 19, 2019.
In August 2018, we gave Reliance new business by purchasing and installing an air conditioner from you.

January 19, 2019: No heat and hot water. Technician came in January 19, a circulating pump was replaced.
March 4, 2019: No hot water and heat.
March 5, 2019: No heat and hot water. Technician installed auto feed and ran the test.
October 27, 2019: No heat and hot water. Technician replaced the domestic flow system, adjusted auto feed and bled all air.
October 28, 2019: No heat and hot water. A contractor attended and did major works (+4 hours spent)
November 4, 2019: No heat and hot water. Ran system diagnosis.

December 5, 2019: No heat and hot water. Circulating pump ceased, and changed with return.
December 8, 2019: No heat and hot water. Reliance technician *** attended spent over 5 hours in the house doing major changes.
December 11, 2019: Since last night no heat or hot water again. Less than a week after your contractor installed circulating pump.

After my insistence for a permanent solution that is reliable, Reliance sales advisor *** called me last weekend. He suggested I must change to a boiler unit that will provide heat and hot water heater unit will stay to provide hot water. He suggested it will cost me over $100 per month in rental. I tried to explain the dates and how many times we have called, he interrupted me and stated that is not his problem and he is assigned only to upgrade the unit. I called Reliance resolution team who provided notes from the service and sales manager, both claiming that the unit is at end of life and I must upgrade to a boiler unit.
Reliance has been unable to answer the following questions:
1. How can a 3 year old unit be claimed that it is at end of life and I need to upgrade it?
2. No Reliance technician (over 16 separate incidents) in the last 3 years stated that unit is at end of life. All of a sudden when I escalate this, your sales team suggest I must upgrade to a more expensive unit?
3. Service manager notes says that high velocity system does not work well with the air handler (installed by the builder) and hot water system that is in the house. According to the his note, that is why the system keeps breaking
How come this option was not provided to the builder back in 2008 for over 500 units in this subdivision?
Did Reliance engineer not calculate the capacity of the air handler to the high velocity system that is being proposed? If so, I would like to see the notes.
If no design calculation was done, please provide an explanation for a customer, how was

Technician did not call did not arrive when I called at 1 p.m. they said the technician was on their way and I still had until 2 p.m. for them to come. I waited until 3 p.m. technician didn't come I called back they tried to tell me the technician came at 1 but nobody was home and that is false then I tried to reschedule and they hung up on me I called back they hang up on me a second time I finally got a nice customer service rep who was able to schedule my next appointment. Considering their operating system suggests that their calls are recorded for quality their supervisors should be screening these phone calls. Unpleasant experience.

Amazing technician Teresa C.- she was highly skilled, informative and patient. An excellent experience!