Reliance Home Comfort

Brandon from Reliance was extremely helpful in completing maintenance on my furnace. He went above and beyond to make sure everything was functioning properly and to provide as much info as possible about the process and the status of the furnace.

I contacted Reliance to replace my 14 year old hot water tank (house insurance cost higher if tank is over 12 years old). They came two days later, between the hours they said they would. The installer called to tell us he was on his way. He was very polite, and very nice; did the work leaving a clean work space and we could not have asked for anything better. We have had great service from Reliance in the past, which is why we choose Reliance again. I

. 4 years ago we had a sales guy, Corey come overy to quote us on an ac unit. Every question we had for him, he let us know they can do 100%. The only reason why we even agreed to this *** contract was because we were under the impression as guaranteed by Corey that we were on a rent to own and that we were able to move the ac unit with us to our new house because we told him we would be moving in the next few years and that reliance would switch it for free. We now have come to find out that he *** so that he could make a sale. We are now moving and told that they have never had a policy where they can move the unit and its actually not able to move for 84 months, even though we were told we can move it with us whenever and never told we had to wait 84 months as we never would have signed up with them if that was the case. Not only that, on our quote, he offered us 3 different packages, so we chose the one that said best value which was $4860. On the service agreement it now says $6673. No idea where the extra $1700 came from but its there with a 9.1% interest rate. Reliance has been absolutely no help what's so ever with this process and says that they will not honor anything that's not in writing, well on our contract it clearly says "transferable" but now they are coming back to us and saying that means that it is transferable to the new owners and has nothing to do with transferring it to our new house. We are appalled by this company as they have now taken over $2980 from us and now are telling us the buy out for the unit is $4500 and none of the funds we have been paying will be going to this unit.

Should have checked Revdex.com before booking a 21 point inspection for my furnace. Looked good on TV interview. I was booked for today between 1-5, no-call, no show. The central service centre that handles the calls really couldn't care although they did confirm appointment was on system. Highly unprofessional, totally no respect for customer's time.

wrong final bill generated and support unable to solve (or explain) it for me. I do not want to pay twice for the same service if their system generated wrong bill. All details I explain in attached word documents. Want to solve this issue before December 3rd when system withdraw this money from my account

. Reliance will do practically ANYTHING to get out of fixing what is covered by the service agreement. Aside from that, there appears to be very poor communication between the customer service reps at the office and the technicians. I lost count of how many times I had to explain the problem, only to be told that it was something else and would cost $XXXX. I had SIX technicians and plumbers visit, each gave a different diagnosis. Eventually I figured it out myself and hired another company to do the work. If you purchase a unit, be sure to know who you're getting to be in a contract with.

I got *** into buying a service contract for a water filtration and salt water system from the company ***. They originally installed the salt water system for $60.00 a month, then came back a month later and told me I probably "hadn't realized" the full benefits as they 'forgot' to install the water filtration device. They installed it and got me to sign another rental agreement. NO MENTION that would include an additional $60.00 per month charge. So when my statement came in and I was now being charged $120.00 a month I was very upset. There documentation had the Revdex.com logo all over it and was told numerous times the company was Revdex.com accredited. Was also told, on the phone. the agreement was for 20 months. in-between that time, Reliance Home Comfort, took over the rental agreements. After 20 months I called Reliance to come and remove the equipment and was told by them the agreement was for 120 months. There is a little box on the agreement form that was checked off for 120.months. I did not realize that box was ticked off because I was told numerous times the agreement was for 20 months. I suspect that box was ticked off after I initialed the agreement. I sent Reliance all the e-mail contact I had with the previous company and they responded back with the 120 months is valid. I DID NOT AGREE TO 120 months, was informed the agreement was for 20 months. I want this rental agreement ended. Any assistance you can provide is much appreciated.

On Wed. Nov.6th 2019 l called Reliance home comfort to have them come and inspect my furnace Wed.Nov.13 2019 they came to do their check. The technician they sent told me that there was two things wrong with my furnace and they were both bad, it was going to cost me about 2000.00 to fix it or about 4,000.00 to 4,500.00 to replace it with new. The technician also said if the one part broke it was no big deal ,it would just shut the furnace down and we would have no heat. then he said the other part if it broke and we heard any bang or noise that would have to race down to the basement and shut the furnace off because it would cause a huge fire, he said if your home and this happened you can shut this off quickly but if you were to go out and it happened you r house would probably burn down he charged me $103.00 for the inspection and he was suppose to be coming back the next morning to either fix it or put a new one. After he left and I told my wife and showed her where to turn the furnace off and also told her what he had said about it burning up she was scared and didn't want to stay in the house. So with that I called another company to give me a quote on a new furnace to compare prices they were not able to come that night, but he came fist thing in the morning at 9 am and I still hadn't hared from reliance.The 2nd company that I called inspected the furnace and found nothing to be wrong with my furnace at all, not even those to parts that reliance said were completely bad the 2nd technician said I don't know why the reliance technician told you that, but there is nothing wrong with you furnace it is in excellent shape and it costed 129.00 for this service.I then called reliance to put in a complaint and she said she would get back to me, but at 5 pm on Nov. 14th someone did call and wanted to sale us a new furnace but I told him there was nothing wrong with my furnace .I sill have not herd from the reliance complaint dep.Nov.20/19 .

I called to buyout the 10 year old water heater rental. Last year they told me that it is $540 to buy it out. This year they are saying it is $631 to buy it out even though it is a year older!
I canceled the furnace protection plan as well as the guy who came for the service tried to sell me the plumbing protection plan and I declined it. They charged me for it on the next bill.
I own other homes and I am canceling every item with them.

Excellent service. The technician was polite, well informed. Very professional.

Service tech was great but call center ***. When we call to say our furnace isn't working and our house is now 15 degrees and getting colder the response is "we can't get someone to come out tonight because they are backed up how about in two days" is NOT the answer you give a home owner. It wasn't till a third call explaining that it's illegal to have a house without heat in winter that they took us serious enough to send a tech out but we were still told it might not happen same night. I do consider having no heat in the winter is an emergency call and clearly reliance call center does not think so. They advertise that there is a 24/7 emergency service yet they don't actually follow through with that when you need them. This is not the first issue we have had with reliance so we unfortunately know what to expect.

. Terrible customer service. Does not stand behind there product

Cannot be rely upon. Summer of 2017 it took at least 3weeks to install a new rented aircondition unit. Winter nov 8 2019 1 week without heater. Wrong booking of technician

It's a very common story - I bought a new home and the water heater was already installed by Reliance Home Comfort (*** at the time). Was never consulted, it was simply there. This is a trap for new home buyers btw! So, you start paying the quarterly rental and you reconcile this endless expense with the thought that if there are any issues with the unit, they will take care of it. Fast forward ~15 years to the first incident where you call for support. This is time you realize their support is very conditional and nowhere near what your expectations were. If you have an issue on a weekend, there is never a technician available. I called say 4-5 times over the years and it's always the same - sorry, we have no one available today and they set up one of those dreaded 7-11am or 1-6pm appointments where you must wait till the tech arrives. And if the unit cannot be repaired, then you would wrongly assume the attending tech would have a replacement unit in the truck. No, that requires a request for replacement to be filed on their side and if approved, yet another service appointment, commonly on another day and with the same inconveniently broad time window. So, the very reason you can justify paying so much for a water heater has been tossed out the window! And you would not be wrong to assume they have a fast service response since their current TV commercials show Reliance techs going about their seemingly personal business, strangely wearing a Reliance uniform, when their smart phone receives a text message and like a volunteer firefighter they immediately stop what they are doing so they can attend the customer's call for service. You want to yell at the TV when you see these Ads for their unbelievable inaccuracy and total fabrication of reality! I was paying approx. $95 a quarter for a power-vent water heater - $380/yr. A new unit from a big box store is ~$1000 tax in (final cost will be slightly higher since there would be a contractor's installation fee). Based on the cost of a new unit dividing this by the yearly Reliance rental cost, in in approx. 3.2 years you would have a paid for it. A warranty on power-vent units is commonly 6 years. It really makes no financial sense to rent a water heater from Reliance. On one of the support calls, the agent mentioned the water heater should be replaced every 10 yrs... I never received any such offers from Reliance. They were far too happy to milk the maximum amount of money out of my old unit. Even my home insurance broker was recommending unit be replaced. Reading the Revdex.com complaints, this appears to a common concussion for many of your customers. I feel nearly violated for paying so much money to your company for such a shockingly poor service response. ***. So, Reliance - you had one job to do....and you failed. I would never do business with your company again

I have been on their System Protection Maintenance plan for a few years. Last experience has dulled my trust with Reliance.
At the end of October they came to check/tune my 10 yo furnace. I was informed it was emitting "very dangerous" levels of Carbon Monoxide at source and at vents throughout the house. The technician turned off the unit and immediately had salesman lined up to visit the next day.
Before he arrived I have our provincial utility come an verify as the CO detectors had never alarmed. They informed me there was absolutely no Carbon Monoxide being emitted into my house (they tested on 2 independent meters) and turned the unit back on. I let the Reliance salesman who was waiting outside no new furnace was required.
I am now left wondering how many other were led to purchase new furnaces that were not needed.
To make matters worse I sent my experience by e-mail to Reliance Customer Service which stated a representative would reply within 3 business days. After a couple weeks waiting I resent the e-mail letting them know I would appreciate a response. A week later I have since heard nothing.
Today I have cancelled my System Protection Maintenance plan with them.
Thank you.

Brent was very prompt and efficient. Solved the problem. Great service! Brian

In the middle of Oct 2019 I call Reliance as I have not received a bill from them since Sept 2018. The guy I spoke to said that he would rectify this and email my bills from Oct 2018 to present (at time Oct 2019). End of Oct 2019 I received a "survey email" from Reliance asking about my call I made. I filled it out that I wasn't happy as I still haven't received my bills and would like an email about it in response. Nov 8/19 I call Reliance (still no bills received) and went through 4 managers as no one can help me get my bills for over a year and a month from them. They told me I was in a credit but I have no idea how much or what is even happening with my account. All I want is my bills and I should have been getting them on a monthly basis whether or not I was in a credit on my account. I have still not received any of my bills and I don't think this is right or fair. I gave them 2 weeks to get these to me and no one can say why I don't have them and all they want is more time. I just want my bills.

Our technician today was thorough and helpful. Took time to clear problems that we were not even aware of. Reminded us to have A/C serviced in spring.

I *** the co-owner of the property *** Toronto ON *** writing you about the injustice done to me by Reliance Home Comfort. I rented the tankless water heater from Reliance Home Comfort on December 28, 2019 to be installed in the above property. The total price of the water heater was never disclosed to me and Reliance Home Comfort charged me $146.89 as monthly rental payment including all taxes. No full payment option was provided to me. It is brought to your knowledge that the rental agreement which was later provided by the Reliance Home Comfort was *** and the signature was forged, beside that no signature of the other co-owner was obtained. It was unreasonable on the part of Reliance Home Comfort, their conduct resulted in the unjust enrichment at the expense to the general public not aware of their rights. Also, I applied for the refinance of the mortgage for the above mentioned property through ***. As my lawyer was proceeding with the the mortgage process, they found that there was Notice of Security Interest #AT5043720 registered in favour of XXXXXXX *** and Reliance Comfort Home. Through which I came to know about the total price of the tankless water heater was $12,300.00 which is as high as $10,000.00 as compared to the market price of the same product. Furthermore, Reliance Comfort Home charged me $220.00 to cover registration cost for providing a Temporary Discharge and re-registration of the Notice of Security Interest #AT5043720, but this undertaking was never fulfilled and caused unreasonable delay in the refinance process. Therefore, I am requesting you to investigate the above-mentioned wrongdoing and provide release of the security interest acquired in favour of XXXXXXX *** and Reliance Comfort Home in the sum of $12,300.00 from my property.

Reliance technicians seemed to be very well trained.