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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When I left Reliance, I called to see what I still owed. The person that I spoke to said that I will get a final bill and that was it. I got the bill and paid it and I thought that I was finished. But right after that bill, I got slapped with another bill that had "account closure" charges. I was shocked! I've never heard of anyone charging for account closure, this is a robbery. I tried calling Reliance and talking to them, but to no avail.
I demand that I have the "account closure" charges taken off my account because it is a *** charge to rip off and punish customers who leave Reliance. it is a VERY bad business practice.
The account closure is a standard charge, which is listed in our Terms & Conditions. As a gesture of goodwill we have removed the charge for the customer, so there is no outstanding balance owing.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not true, you have NOT removed the charge! And not only that, but because I received no response form you for a long time, I went ahead and paid the $45.20. So now I have a new invoice for $45.20, which is a SECOND invoice for this SAME charge. Is this a joke? I now need you to refund the $45.20 that I paid, plus take out the second $45.20 charge. My account number is: ***. Tell me when you have done so so I can confirm.
The charge was removed, and I have just refunded the credit card payment of $45.20. The customer will see the refund on their credit card within the next 3-5 business days.
(The consumer indicated he/she DID NOT accept the response from the business.)
The charge is still on my account, see attached screenshot of my Reliance account. Are you doing this on someone else's account, or you are just saying that you are doing it, and you are not doing anything?
As for the refund, I will have to wait for 2-3 days to see if that is also done, which I highly doubt based on my correspondence with you so far.
When you have done these things, then tell me that you have done them. Thanks!
The customer's balance showing on his My Reliance profile is not in real time, the balance only updates once per bill cycle. The balance of $45.20 was previously removed, and the customer should now see the refund on his credit card.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!
The guys were awesome. Quick, clean and professional. I'm very happy with their work.
Thank you for the great review Tate. We appreciate you taking the time to share your experience with us. ~Jessica
Excellent customer service! We had Steve once again and he was very professional, polite and exremely helpful and was able to answer all our inquiries! Very knowledgeable ! Thanks again Steve!
Thank you so much for the great feedback! I will be sure to pass on to Steve.
Excellent service, prompt and received great explanations for problem. Air conditioner was large and had many problems. Our technician, Ryan, was dedicated and determined to get the unit up and running even though it took 2 visits and calling in another technician to help It is working now and we are very pleased.
Thank you for the wonderful review Bill. We appreciate you taking the time to share your experience with us. ~Jessica
Very friendly and knowledgeable service technician. He explained what he was going to be doing and gave me some info on use of my thermostat that I was unaware of. I am sorry I have forgotten his name and cannot acknowledge him specifically.
Thank you very much for sharing you recent service experience with us. We appreciate your kind feedback. ~Haley
Awesome sales representative!!
Thank you for the great review Aden! ~Jessica
Luke has been very courteous person and has been very helpful.
He did a great job regarding the maintenance of the air conditioning equipment.
Thank you for the wonderful review Mohammad. We appreciate you taking the time to share your experience with us. ~Jessica
Outstanding, reliable, knowledgeable, honest! Gabriel can to my home he was professional and diagnosed the problem in less than 2 seconds! Definitely made me feel comfortable to trust him he fixed the problem and all is working great. Thanks Gabriel!
Thank you for the wonderful review Nancy! We appreciate you taking the time to share your experience with us. ~Jessica
Anna was excellent!
Thank you for the wonderful review. We appreciate you taking the time to share your experience with us. ~Jessica
I purchased a furnace and hot water heater from them they damaged my flooring taking out the old hot water tank (not using any floor protection over the hardwood) the sales rep quoted a price which we agreed upon and after my old furnace was out he told me it was going to be more money??? Being December I was kind of out of luck...further to this he then went and changed my contract to be HIGHER price without me knowing....I was doing the deferred payment plan so I didn't find out till my first statement came in?...
It continues when I called customer service and tried to speak to management no one would give me access to a manager and customer service has sent me emails saying they are "working" on fixing the issues however week after week I get no response even after emails, voice mails and leaving messages....They won't even send a rep to look at the install or damages which I can't understand
Complete *** quality EnviroSense water heater for rent (4 repairs in 2 years).
When tried to cancel rental agreement (forced on me by builder and locked on me for 7! years) received option to buy it for 2670 CAD
Customer representative was contentiously repeating that price is based in "high quality" (and ignoring comments about 4 service calls (2 for flashing due to rusty water, 1 for control block, 1 for ignator as *** issued red tag))
Hi Ruben, Very sorry to hear about this experience. I have emailed you to obtain your account information to review this further for you. Should you have any further questions please feel free to email me. Thank you, Jessica
My Spouse and I purchased our first home together on February 7th 2019. We did not live in the home until about the 22nd of February. 1)we found that our furnace was working endlessly never seeming to hit its target temperature.
2)the Furnace did not have an installation tag (required by TSSA)
3)nor do we have any of the owners' manuals for our appliances that were rented by the previous owner.
We informed Reliance of these items clearly and reasonably and arranged for a a service tech to show up the following weekend because that was our availability.
1) the tech stated he was not informed of any of these requests and was comming in blind.
2)he refused to place his license number on an install tag as it was not his work.
3) after some quick checks he claimed the media filter had to be changed and stated I had to go buy one.
4) after showing him the contract I was provided stating that I am also renting the media filters he agreed to get me one.
5) he called later that day to say he could not get me a filter until the following Tuesday because his boss would not allow him to purchase one that day.
The problems persisted after the filter was changed.
Tech # 2:
1) again refused to place his license number on a tag for an appliance he did not install. didn't even look at my appliance and stated that he would get in trouble if he were to infract the unit for poor installation practices.
Tech # 3:
1) still refused to place license to the unit as it wasn't his installation.
2)actually found after a proper inspection of the system that the unit was wired incorrectly and could never enter high fire mode.
3)he fixed the wiring and was on his way
At this point it has been a little over a month trying to resolve this issue with no contact from a manager because they work the same hours I do and refuse to email me as I had requested multiple times.
further issues found with this installation are that I am in a house built in 1933 (considered a loose house) and they sold the previous owner a humidifier... this is only needed in a tight or hermetically sealed home. The installer could not even state that it was installed in consideration of future updates to the home as they chose to leave the intake to the furnace as a stub to take combustion air from the room since it is a large room and a loose home.
I got to speak with a manager named *** (no last name given) he told me that they were sending a tech who was experienced and from their shop not a contractor to write up the tag for the appliance. and also promised to call me back, and never did. Reliance also seems to deem it unnecessary to leave a voicemail should I be unable to answer my phone.
Tech # 4:
1) arrives, looks at unit, refuses to put a tag on my unit once more. At this point as a new home owner I am thinking there is something severely wrong with this unit if no one will tag it (which holds them accountable in the case of gas leaks, and or death of occupants due to failure of the appliance.
Tech #5:
1) I randomly receive a call from a tech on a day I was hope sick from work.
2) Turns out this is the actual installer of the unit.
3) I explain to him that the installation was poor and asked him why he choose to install the humidifier and chose not to drill out for the Air intake of the appliance, as well as informing him that the wiring was done wrong.
4) He never batted an eye, outright claimed that putting an installation tag is a "courtosey" not a requirement of an installation. he added that he simply installs what is given and doesn't question anything, and he back dated the install tag with the supposed installation date reliance has provided
5) his tag reads ***. TSSA# *** TSSA# ***
He arrived in an unmarked white pickup truck with no TSSA #s present anywhere on the vehicle.
I have spoken to Customer service a few more times and am always promised an email from a manager but none ever come even to junk
Account number as found online
I have no faith in the abilities of their technicians or their management. For a company that claims they aren't comfortable until I am they are dragging this out seemingly to collect what income they can from me as I am bound by the contract that the sold to an elderly lady. As I have reason to believe that the previous owner was not fully informed of how the contract works and that the appliances provided were not in good working order prior to my habitation of the home, as well as the poor service and communication of this organization: I simply want them to take their appliances from my home without charges as I feel they have enough of my money (and the previous owners') for units that don't work as they should. If they can't fix and maintain their units there is no point in renting, especially with this many attempts at resolving my issues and they still haven't even provided me with a copy of the owners manual which is supposed to be left with the end user.
Good Afternoon,
I'm so sorry to hear about this experience. I understand that the Install Manager *** has attempted to reach this customer and has not had a response. He had emailed him as well. If he could please contact *** as requested he can look into this further.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an inaccurate statement. I have not received any emails from this Reliance manager (***). the only individual who has emailed me from reliance is a customer complaint email worker (***) who apologizes and states she will let the managers know they need to contact me by email but again as of yet I have not received any such contact from this manager ***.
*** has graciously also emailed me directly I regards to this case and I have responded in kind that I will keep this case open until we reach an agreement here as having a third party mediator seems to have gotten the ball rolling.
Thank you Revdex.com and *** for your continued assistance with this case.
We have been in direct contact with the customer. Our Operations Manager, ***, attended the customer's home to review the equipment, the installation and the concerns brought forth by the customer.
The results of the visit are as follows:
*We can confirm that a new gas tag has been provided.
*We will provide the customer another copy of the manual. We will arrange to have one delivered to the customer's home within 7 business days.
*After careful review our technical experts and our Operations Manager have determined that the equipment is functioning as designed.
*We do not see cause to remove the equipment and cancel the agreement the customer entered into at time of home purchase.
*Should the customer wish to purchase the equipment, we can provide a cost at fair market value (as per the terms and conditions of the rental agreement)
The customer has the direct contact information for the Operations Manager *** and *** from our Customer Resolutions Dept. The customer is encouraged to reach out directly to either/both individuals should he be interested in a buyout quote.
(The consumer indicated he/she DID NOT accept the response from the business.)
considering during ***'s visit no instruments for testing were present and he was here less time than any of the technicians (except for the one that didn't even enter my home), I can only assume that the certification of the furnace's functionality was determined and documented by a previous technician and can be produced prior to exercising the buy out. Provided the offer is amicable.
Considering the A/C unit has not yet operated or been looked at by a technician I feel it would be reasonable to have it certified and documented with a guarantee of some kind should I be paying anything for the older unit.
Please find below a copy of the email sent in response to this latest update from the company.
Hello Again,
I want to thank you for responding through the Revdex.com this time. Though I feel that this goes a little beyond the scope of me having to buy out the units as a good resolution I am willing to hear what Reliance believes fair market value for them is.
Please send me what the buy out offer is and any documentation supporting the amounts and if there happens to be any considerations taken into account for the length of this process, being left with a malfunctioning unit for as long as we were, and the lack of knowledgeable service technicians/not informing them of the whole issue as explained per each time I called in.
Again I will be posting this reply through the Revdex.com for proper records to be kept in this process.
Sincerely,
Customer
Hi There, September, 2017, two sales agents from then company *** offered me this PRESENT CONTRACT FOR A WATER FILTRATION SYSYEM for $69 plus tax. My main impression from them is that I would be getting a saving of $ 81.00 as corroborated by a pamphlet given to me. Second, that I could cancel the contract at any time without penalty. Third, there was supposed to be have been a two-month free offer which I never received. Fourth, I was never given a hard copy of the contract (only got one by asking via email)and never explained my right to an attorney before signing the contract. However, in October 2017, the billing cycle began and of course I called the former company representative (***) and explained my story to have the contract cancelled to no avail. I also contacted the new company that bought out ***, Reliance Home Comfort recently with the aim to have the contract cancelled to no avail also. I would greatly appreciate if Revdex.com office can assist me in getting the contract cancelled for breach of contract, for the reasons below: The contract was not done in good faith, $81 in saving is not gained, was told I can cancel at any time by sales representative, and rights to an attorney before signing contract not explained/told to me. In my view, this is misrepresented contract offered to me by two door-to-door salesmen who purported false information to me for the sale of a contract and now I'm stuck with paying $79.09 (taxes included)per month which I can't afford and the invoice is in the hands of collections which inevitably will affect my credit rating/score. Amount owing on present bill is over $1,100.
My resolution is for Reliance Home Comfort to cancel the contract immediately and refund me.
Thank you for bringing this matter to our attention so we could review this further. Your Water filtration system was originally with ***, Reliance acquired your equipment through an acquisition.
Our Customer Solutions and Customer Resolutions Department have reviewed this further for you as well as the agreement is valid for 120-months. You have the option available to buyout the equipment, which would end the monthly rental payments.
I have emailed you a copy of the agreement and have attached to this case as well.
Should you have any further questions, please feel free to email me as you have my direct contact information.
Thank you
James was very informative about how my furnace and a/c works. He also explained what I can do to ensure that both units continue to work properly. Thank you James!
Great feedback Christine! Thank you for sharing.
Great customer service by Andrew, very professional and knowledgeable technician!!!
Thank you Peter for the wonderful feedback!
Tony is a technician who is kind, knowledgeable and friendly. Refreshing to experience someone who brings excellence to his work.
Thank you so much for you feedback Melissa!
Friendly knowledgeable salesperson. Helpful and explained everything well
Thank you for the kind review. We appreciate you taking the time to share your experience with us. ~Jessica
My initial call was answered in a most friendly and helpful manner. The gentleman who came to fix my problem was friendly, prompt and efficient. A truly pleasant experience.
Thank you for the wonderful review Ronda! We appreciate you taking the time to share your experience with us. ~Jessica
An Awesome Experience Thanks Reliance ð??? Koodos goes to , The repairman Sam ; The salesman John and The installers Jorden and Mike ; all 4 are excellent employees ; looking forward to a hot hot summer outside but my house will be COOL â?Inside
Thank you so much for your wonderful review Jeremy! ~Haley
This company's customer service practices needs a thorough investigation. We moved into our new home back in late November and returned a water tank to Reliance at that time; specifically indicating we had done so and providing the proper notice and documentation. Since that time we have been billed- like clockwork- every month since then; even incurring late payment charges. I have been on the phone with "supervisory" personnel who have assured me time and time again that the issue will be resolved. All of this to no avail. Many times I have been kept on hold for extended periods of time when I wish to talk to a supervisor.
***
I am not one to raise a stink about something the way I've had to over this. They have a reputation for persistence on selling you something; literally to the point of ***. One can't help but suspect that customer complaints and enquiries are being answered and "processed" by an (***) 3rd-party call-centre.
Perhaps upper management simply has no idea of this occurring. Understandably, I now remain skeptical of this; however, one is entitled to benefit of the doubt and I sincerely hope they are.
I would also like the record to show that the local service team were very courteous; it is dealing with them over the phone from "somewhere" that is the source of my complaint.
Thank you for bringing this matter to our attention so we could complete an internal investigation. We have closed your water heater rental account and adjusted the billing. Should you have any further concerns, please feel free to email me. ~Jessica