Reliance Home Comfort Reviews (%countItem)
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Reliance Home Comfort Rating
Address: 2 Lansing Sq, North York, Ontario, Canada, M2J 4P8
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The technicians that came to install our furnace are very efficient. Kudos to Sheldon and Duane, keep up the good job. My only issue is it took them 17 days to come and install the furnace. Blame that to their *** Advisor he apparently order the wrong product. And their advertisement is *** they supposed to give us a *** but according to the advisor only if you are renting the appliance. The advertising does not say that. That what you call false advertising. Check their advertisement on tv right now and tell me if it says only for rental. Not really!
We appreciated your valued feedback and review. We will follow up with our Marketing team regarding our advertisement. ~Haley
I had a water heater removed and replaced by reliance people first was Matt who checked it out and then Chris who changed the heater unit.both were polite friendly and very efficient.iwas very satisfied
Thank you for the kind review Russel. ~Jessica
Rep was great, on time and gave good information on the service being completed.
Thank you Shane for the excellent feedback! Mandy
Stergios was very knowledgeable, helpful!
He was very pleasant to deal with.
I am very happy with the service reliance provided! Well done!!!
Thank you for the wonderful review Deanna! We appreciate you taking the time to share your experience with us. ~Jessica
Good professional service on HVAC system and advice.
Well Done Darren
Thank you for your excellent review! We appreciate you taking the time to share your recent service experience with Darren! - Gemma
My representative was amazing! Fast efficient!! She was here early!! Had me booked in for installation in two days!
Thank you for the wonderful review Charlene. We appreciate you taking the time to share your experience with us. ~Jessica
Love the plumbing protection plan! Saves me a ton of money on rental properties, fixing leaky toilets, etc.
Thank you for the kind review Kellan. We appreciate you taking the time to share your experience with us. ~Jessica
I called for "Reliance Gregg's Home Services" to fix my furnace system as it was not heating my recently purchased townhouse. The Employee was at my home for 1.5 hours. After he was finished the issue was still not resolved.
The next day a sales rep from the company was at my door explaining to me that my boiler system that heats my house needed to be replaced.
Feeling uneasy about dropping close to 10k on a new boiler system, I called for a second opinion with a different company. Within a couple of minutes my problem was diagnosed and the heat was up and running. Turns out the thermostat that controls the boiler is in the utility room and it was turned off.
I don't know how you can troubleshoot issues with a system without turning it on. I will not be using reliance again
I am sorry to hear about this. I have emailed the customer directly and requested further details to address his complaint. The customer has my contact information. Gemma
In October 2014 we rented a condo unit at *** in Ottawa from a private landlord. The landlord initially signed up with *** which included the Reliance water heater rental service fee and had them put it on record that she was the owner and all bills should be forwarded to her if they are cancelled by a tenant and a new tenant did not register or if there are any issues. Either *** neglected to share this info with Reliance when they split of the joint-billing in December 2015, or Reliance did not make a record of it. The Reliance bill was automatically put under my name, I don't recall accepting this, but started to pay the bills for the next few months just before we moved out of the condo in March 2016. It seems that we had not cancelled our account with Reliance, and the landlord or new tenant didn't register for a new account. Reliance continued sending paper bills to the address under my name for over two years with no phone or email contact of late payments to the amount of $501.39. They then issued a final bill which included cost for the sale of the water heater dated June 27, 2017 for a new total of $945.36. My current mobile number is the same that was on the file as primary number. I was never made aware of this, I would have canceled the account and notify the landlord for it to be transferred. First I was made aware of this was from a call received from *** in late May 2019 and then a letter in the mailbox of our new home stating that we needed to pay $888.68 or they will submit the collection to my credit report. I requested copies of the Reliance bills (Jan 2016 to June 2017) and shared it with the landlord who then tried to communicate with Reliance and explain the situation. They told her that someone needs to take responsibility for the accumulated fees. She then told me that because I had not cancelled the account when we moved and it was under my name that I should be the one to pay. Reluctantly, to resolve the situation to clear my credit report (feeling forced) I negotiated and made a payment of $450.
***Document Attached***
Attached is the letter from *** and the bills from Jan 2016 to June 2017.
As a utility service for tenants, the process for late payment should have been escalated earlier, after 3 months or so, I should have been called to inquire about the account. I would have cancelled the account right away and notified the landlord. Only receiving a call from a collection agent over 3 years after we had moved is unacceptable. I would like to get a full refund for the payment I was forced to make of $450. Entrapment situation like this is not acceptable.
Thank you for bringing the customers complaint to our attention. As per the terms and conditions of the rental water heater, it is the responsibility of the customer to advise Reliance if they are moving.
Reliance made every attempt to collect amounts owing from the customer prior to going to a collection agency.
Reliance began calling the number listed on the account on February 3, 2016.
We suggest the customer follow up with his previous landlord. We did contact the landlord, however she refused payment for the water heater as the account was not in her name and suggested it is the responsibility of Mr.. The customer has my direct contact information.
(The consumer indicated he/she DID NOT accept the response from the business.)
They state that the number they called on file, which the number they identified is not our number it is the landlord's number. My mobile number (***) was the one that was on file as my (tenant) number, we didn't have a landline at this address, I used my mobile number for everything. I was never called by Reliance, only by the Collections Agency in May 2019. I do not accept the explanation from Reliance that they attempted to call me or for that matter the landlord, she never received a call until I refused to pay the collection in May and she called them to check on this request.
I can understand that the customer is frustrated, however, the number on the account is the number that was provided to Reliance. This is the only contact number on this account. The cell phone number the customer lists is not on the account.
Reliance made every effort to contact the customer with the information we had prior to May 2019.
The first call was placed Feb 3 2016. A minimum of 16 calls were placed to the number, messages were left and a live call took place regarding the outstanding money June 9, 2016.
Reliance Bills and demand letters continued to be delivered to the property. Reliance made every attempt to collect the money owing before transferring the account to collections.
It is the responsibility of the account holder to keep information up to date and to advise us if they are moving or terminating the rental agreement.
Mike (instilling or hot water heater) was Great. Personable, thoughtful and efficient.
Thank you for the great review Barry. We appreciate you taking the time to share your experience with us. ~Jessica
Excellent service from Tony today from Reliance. He was courteous, knowledgeable, and efficient.
He walked me through everything he was doing and gave me great tips on troubleshooting. It was a real pleasure to have such a qualified, quality service person available to get my hot water tank operational again. Reliance is fortunate to have such an employee, because he was truly top notch.
Thank you for the wonderful review Meris. We appreciate you taking the time to share your experience with us. ~Jessica
The service tech, Mark who came to fix our furnace was very professional and knowledgeable. As he worked on our furnace he answered all my questions and offered helpful tips
Thank you for your great review. We are happy to hear the technician offered helpful tips and answered your questions. ~Haley
Hello, I recently purchased a home that came with a Reliance hot water tank rental (closed on Thursday, September 5, 2019) and I am not at all interested in renting what I consider to be an essential component of my owned home.
On Friday, September 13, 2019, I received two pieces of mail from Reliance - one an invoice for an "account opening fee" of $35.00 + HST, and the second outlining the terms and conditions of the rental agreement which I as the new home owner am to assume. The second letter stated the monthly rental fee as $17.68 plus HST.
The account opening fee is due on Monday, September 23, 2019.
The make and model of the tank is: Bradford White, 40 Gallon, Natural Gas, Defender Series; model number *** It was installed by Reliance in my new home on July 31, 2017 making it slightly over 2 years old.
This tank is available for purchase, brand new, from *** Supply (a Canadian appliance parts distributor) for a new purchase price of $739.00 plus HST (reference https://www.amresupply.com/part/XXXXXXXX).
On Monday, September 16, 2019, I called Reliance to inquire about cancelling the contract (phone reference #XXXXXXXX) and was verbally given the following options:
1. Buy out the tank for $1,113.00 plus HST.
2. Have Reliance disconnect the tank for $125 plus HST and pick up for an additional $65 plus HST.
3. Disconnect and drop off the tank myself to *** at no cost.
4. Waive the $35.00 plus HST account set up fee and receive 3 months free rent upon acceptance of a 12 month contract.
In all of the above options, I was instructed I would have to pay the account opening fee of $35 plus HST AND an account closing fee of $40 plus HST, exception being option 4.
First, I do not agree that I should have to pay an account opening fee of $35.00 plus HST as a) the tank was already pre-existing so it must follow that an account for it was too and b) this fee was not made clear in the home purchase agreement.
Second, I dispute the buy out price of $1,113 plus HST for a 2 year old tank. Understanding that Reliance follows a straight-line depreciation calculation, I propose that a reasonable depreciation amount would be 4.12% in year 1 and 4.74% in year 2 applied to the NEW tank purchase price as purchased from a reputable dealer (example Amre Supply). That considered, I believe a fair and equitable buy out price to be:
*** Supply New Price - Year 1 Depreciation (4.12%) - Year 2 Depreciation (4.74%) =
$739.00 - ($739.00 x 4.12%) = $708.60 - ($708.60 x 4.74%) = $675.10 plus HST.
Upon challenging the buy out price of $1,113 plus HST, I was given the following explanation: "Reliance is not in the business of selling water tanks and the buy out price represents fair market value for termination of a water tank rental agreement with a 2 year old tank". I disagree with this statement. Regardless of whether Reliance believes they are in the business of selling tanks or not, that is exactly the product that they have and exactly what the buy out option they are proposing represents - selling a hot water tank.
As per the terms mailed to me by Reliance: "the purchaser (me) agrees in writing or by conduct to rent the water heater on our then current terms and conditions". The home purchase agreement only noted that the tank was rented. No terms, conditions or current rates were provided. I therefore did NOT agree to the current terms.
Considering the above complaint as described, the fact that I did not receive the current terms upon purchase, that I wish to terminate the contract in a fair and equitable manner, and that I disagree with their calculation of buy out price, I am proposing the following resolution: Waive the $35.00 plus HST account set up fee. Waive the $40.00 plus HST account closing fee. Terminate the contract at a depreciated buy out price of $675.10 plus HST to be payable by me to Reliance upon termination. I believe this is fair to Reliance, recognizes that the tank is a rental owned by them, and releases me from a contract whose terms I never saw, agreed to, and wish to not be engaged in. Your assistance with this matter is very much appreciated and I look forward to your response. I also wish to note that the customer service representative at Reliance that I spoke to was courteous and professional and it is my understanding that she did not have the authority at Reliance to negotiate further.
Thank you for bringing the customers complaint to our attention. I have reached out to the customer at the email provided on September 24th 2019 and provided the customer options regarding terminating the rental water heater at his property. I am waiting to hear back from the customer on how he wishes to proceed. The customer has my direct contact information.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response received from Reliance failed to address my original complaint, namely a satisfactory explanation of why their proposed 2-year depreciated buy-out price of $1,113.00 plus HST is $374.00 (or 51%) greater than the purchase price of a NEW, IDENTICAL tank (new price is $739.00 plus HST).
The response also failed to acknowledge the make/model of the tank, the fact that it is 2 years old, or the 2-year depreciation calculation.
Instead, the response simply re-iterated that the buy-out price was unable to be adjusted and remained at $1,113.00 plus HST without further explanation.
I wish to receive a satisfactory explanation as to how Reliance arrives at a 2-year depreciated buy-out amount of $1,113.00 plus HST, which is $374.00 (or 51%) more than a NEW, identical tank (ie. not depreciated). This amount seems incredibly unreasonable for the exact same make/model of tank.
Below is a copy of my response to Reliance in its entirety and I request that this case remain open until a satisfactory explanation or an adjustment to the buy-out price is offered.
RESPONSE TO RELIANCE:
Hello Reliance_Representative (name withheld for privacy),
Thank you for your response and attention to this. The buy-out price proposed by Reliance has not yet been adequately addressed however.
As outlined in my original submission to the Revdex.com:
The tank installed at my property is a Bradford White, 40 Gallon, Natural Gas, Defender Series; model number ***. It was installed by Reliance in my new home on July 31, 2017 making it slightly over 2 years old.
This tank is available for purchase, brand new, from *** (a Canadian appliance parts distributor) for a new purchase price of $739.00 plus HST (reference ***).
Understanding that Reliance follows a straight-line depreciation calculation, I propose that a reasonable depreciated amount would be 4.12% in year 1 and 4.74% in year 2 applied to the NEW tank purchase price as purchased from a reputable dealer (example ***).
By that calculation and using the purchase price of a new, IDENTICAL tank, I believe a fair and equitable buy out price to be:
*** New Price - Year 1 Depreciation (4.12%) - Year 2 Depreciation (4.74%) =
$739.00 - ($739.00 x 4.12%) = $708.60 - ($708.60 x 4.74%) = $675.10 plus HST.
Please explain how Reliance arrives at a 2-year depreciated buy-out amount of $1,113.00 plus HST. That is $374.00 (or 51%) more than a NEW, identical tank (ie. not depreciated), which seems incredibly unreasonable.
For reference, I have attached a photo of the installation tag and make/model/serial number tag from the water tank.
Looking forward to your positive reply. Please feel free to call or email to discuss further.
Regards,
Customer (name withheld for privacy)
I have been in touch with the customer and explained the buyout process for the water heater. I have reviewed the information the customer provided on the water heater from another supplier and confirmed this is the price for the water heater only and does not include installation.
In regards to the buyout price for the rental water heater, buyout prices for Reliance's equipment are calculated in accordance with the terms of our contract. Reliance Home Comfort is a rental service provider and is ultimately responsible for the repair (unlimited servicing) and eventual replacement of the equipment; In accordance with our terms and conditions, we calculate the buy-out prices for our water heaters as equal to the depreciated fair market value of the water heater as of today's date. This amount is determined on a straight-line basis in accordance with Canadian generally accepted accounting principles. The water heater is valued on an installed basis with an anticipated life expectancy of 16 years. Reliance believes this price is fair and competitive.
One way that Reliance calculates the fair market value is by averaging the fair market value across the retail market (major big box stores), adding delivery and installation costs where applicable in order to derive the fair market value or retail price of the water heaters.
The installation fee would usually include:
- Labour
- Disposal of old tank
- Venting
- Insulation
- Other fittings required
- Delivery of tank to your home
The customer has my direct contact information and can contact me with how he wishes to proceed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the further clarification.
Box stores such as ***, ***, and *** do not sell Bradford White products. Suggesting that using big box stores to determine fair market value of a product brand that they don't sell is false.
Using the publicly available *** price of $739.00 plus HST, the cost of items described below would be Reliance's proposed purchase price of $1,113.00 less $739.00 for a total of $374.00.
Understanding that this tank had been installed for a period of 25 months from July 2017 (date of tank installation) to August 2019 under the previous homeowner, the rents collected by Reliance in that period at $17.68/month amount to $442.00, which more than covers the installation fee items cost of $374.00.
I understand that Reliance calculates the buyout price in accordance with the terms it sets in its own contract, however those terms were not communicated to me until after closing of the property on September 5, 2019. I was not given an opportunity to review those terms and have not yet accepted them.
The above considered, I still believe that my originally proposed purchase price of $675.10 plus HST is fair and equitable to Reliance.
Please confirm that Reliance will accept this proposal and I will consider this case closed. I look forward to your favourable response.
We feel we have provided fair options to the customer and do not agree with the customers proposed buyout price.
Reliance has offered the customer his options regarding the rental water heater at his property. We have provided a buyout price if the customer would like to own the existing water heater as well as providing removal options.
We have agreed to remove all charges customer has acquired since moving in to the property which included the account set up and monthly rental billing, the outstanding charges as of October 25th are $118.06.
We have agreed to waive these charges and any removal fees associate with removing the water heater. The customer can drop off the Rental Water Heater or have a contractor do this on his behalf to one of our drop off locations for no charge. If the customer would like Reliance to pick up the Water heater a charge of $65.00 plus HST would apply.
Information regarding the rental water heater at the customers new property would have been included in section 6 of the purchase agreement, and further information should be provided by the customers Lawyer used during the purchase. If the customer would like to buyout the water heater the cost is $1113.00 plus HST.
Customer proposed resolution: I am proposing the following resolution:
Waive the $35.00 plus HST account set up fee. - Reliance Agreed to Waive
Waive the $40.00 plus HST account closing fee. - Reliance Agreed to Waive plus rental fees
Terminate the contract at a depreciated buy out price of $675.10 plus HST to be payable by me to Reliance upon termination.- Provided buyout price and explanation of buyout and terms and conditions.
Both men were very perfessional.They changed the humitifier filter which no one else has ever changed.They were very polite and knowledgable.They both provided excellent service.
Thank you for the wonderful review Kim. We appreciate you taking the time to share your experience with us. ~Jessica
Rick came by on time to perform annual furnace maintenance and he was great! Fast and professional, and very knowledgable. Reliance provides great peace of mind and excellent service.
We are so happy to hear you received excellent service. Thank you for your kind review Rick. ~Haley
Haley went above and beyond to address my concerns with a service call, where I was charged $150 despite having a Protection Plan. I really appreciate her ability to empathize with her customers, while quickly responding to emails to ensure maximum customer satisfaction.
I was happy to help and appreciate your kind review. If you ever require further assistance please reach out to me directly. ~Haley
The Reliance technician, Dave went over and above to get our account set up (due to issue with our address)...***! Timeframe from initial consultation to actual install was very good.
Thank you so much for your amazing review! ~Haley
I found the service tech very polite and quite knowledgeable with any questions I had. Very satisfied with the service that was provided.
We are so glad to hear you were satisfied with the service you received. Thank you for your great review! ~Haley
Tim was personable, punctual and knowledgeable. Answered all of my questions. Pleasure to have this kind of service.
Thank you so much for your wonderful review! ~Haley
Just had my furnace and a/c serviced by Tony as part of the maintenance plan Reliance provides. Tony has a wealth of information and advice and thank you for ensuring both pieces of equipment are all set for the next year!
Thank you so much for the wonderful feedback! I will be sure to pass on to Tony and team.