Reliance Home Comfort

I am renting my condo out and I own a tank less water-heater in the unit that I was having issues withI called Reliance as they are a brand name and I know many to use them I think in the last three months I needed them to come and fix somethingSo I could always wait the pm-pm service and I would wait down the street at a restaurant or cafeThis worked because Reliance would call me minutes away One night however, I was surprised that it was 10:pm but I got the call saying he was in my LobbyI said I would be three minutes I already paid and I was closeAs I turned the corner I saw the van drive awayI called the next day to complain and they agreed it was against policy but the worker said I never answered Anyways I had to make another service I would have thought I would have had priority NOAnyways nothing got fixed a few weeks later it went out again so I signed up for a new one with Reliance and in the meantime did another service callI waited 9:pm I called them they said in an hour10:pm I called they said by pm 11:pm I called they said he isn't coming well my tenets wanted to leaveNext day I called to complain they don't care and I cancelled my new water heater.*** ***

On Sunday evening due to a call centre staff error, likely due to lack of *** our furnace issue was deemed non emergent and reliance failed to attend our scheduled appt nor call on Monday afternoon When I followed up after the no show for our appt I was advised that we were miss informed and our furnace needed to be shut off immediately due to the possibility of cracked pipes which would result in carbon monoxide leaking into the houseThis conversation occurred at 5pmI was informed no one in our area works past and our furnace could not be fixed until the following day leaving myself with a toddler and dog to find alternative housing options for the nightWhen asking for support of a third party repair service I was advised that this was not possible and I would not be compensatedAfter many discussion with "high ups" I was told the best they could offer was space heaters and assured me we would be first appt in the morning at 7amAt 645am on Tuesday I return to a very cold house and waited by 745am I call reliance again to inquire about where the technician is only to be informed that they don't start until after now resulting in more hours of lost wages due to reliance misinformation or not attending a scheduled appointmentThankfully by 9am a technician arrived only to further advise that my furnace that was installed two years ago had actually been installed incorrectly and was costing me more money due to it not being set up properly

My furnace stopped working on Friday, December Called Reliance They had me sign up for a monthly program before confirming they would send out a repair person I was booked for a Saturday December apointment No one showed up I called Reliance and they booked a repair person for Sunday morning, December NO ONE SHOWED UP My wife and I were left in the cold and our weekend was wasted waiting for repair service *** ***

I called Reliance to ask them to pick up the water heater as soon as I moved into my house in mid October 2015, as I wanted to purchase my own water heaterThe previous owner told me I should have no issue as the rental contract with National which was taken over by Reliance was for four years, 2011-
While I was talking to the Reliance agent she asked whom she was speaking with and I told her my name
She told me that there is nothing they can do as when I purchased the house I basically took over some contract that nobody knew aboutShe said that I would have to pay around $if I wanted to end the contract that states that I am bound to renting this tank for the life of the tank
Let me just say that it took hours and hours to actually get this information as either they hang up on you or you are on hold for decadesThere are no supervisors available and nobody ever calls you back
I called them again a day later, and to verify that I was calling for the right address the agent asked what my name wasI told him that I did not have a contract with them and it was under "x" nameHe said that the name "x" is not on the contractTo my surprise my name had been added to this contract and a new account was created that day without my permissionI did not give them permission to change the name and be added to this contract that I did not sign, nor did the previous owner*** *** They used my name without knowing if I am even the owner?
The previous owner asked Reliance to mail them a copy of their "National contract" which they shared with meThe document Reliance mailed them contains the original first page of the National copy of the contract and a separate three page document with the Terms and Conditions which are not what they signedAside from wrong terms and conditions the second issue I also have is that this document was not under the previous owner's name name
In the meantime, waiting for someone to call about an appointment to get the tank removed, I got a bill for the rental from RelianceIn small letters at the back page it stated "by making your first payment you agree to our terms and condition" and so, I made sure I did not make any payments to this company as I do not agree with any of their terms
As nobody called me for removal I got someone else to remove the tank and moved it outside then emailed them to say if they do not remove it by this date it will be off my property one way or another
They finally came and picked up the tank on December 2ndI now got a bill for close to $plus tax for cancelling this contract that does not exist
Under no circumstance I will ever be willing to pay this cancellation fee and I am willing to spend as much money as possible to take this matter to court if I have to

*** *** *** I've had my water heater for over years..and NOT ONCE has it been looked at or maintained to make sure it was properly operational? TODAY..my rental fee just went up 17+ percent plus the 13% HST..yet have had no services asked for or demanded...No news is good news?? Is water heater actually working properly??How would I know??
I actually tried to buy out my original contract to purchase it outright...The $$ amt quoted ( by National rep) was actually times what I researched as to it's value and installation costs!!
***

Not happy with their emergency service Water tank is a rental and leaking all over the floor Was told no one available today (Sat) to assist earliest is tomorrow (Sun)On top of that we were told we have to clean up all the water before they will come in and doing anything We are seniors - this left us in a bind relying on neighbors as we have no family in Ontario Seriously looking at buying a water heater from a local company

just had my hot water tank repaired on the same day I called.great service beware everything comes with a sales pitch for more serviceswill let you know how the sales rep behaves at my appointment tonight

My mother-in-law who is years old was trying to cancel her heating maintenance contract She was told to fax a letter to them My husband and I tried to fax this letter of cancellation for my mother-in-law on Saturday from the ***'s *** *** There was a problem getting the fax to go through so we gave up I told my husband I would fax it from work today Well, I tried to fax this letter and I kept getting a busy signal I decided to call Reliance and I got an agent and she told me that there is no way to fax anything in and we would have to email it *** *** *** *** ***

My mother-in-law who is years old was trying to cancel her heating maintenance contract She was told to fax a letter to them My husband and I tried to fax this letter of cancellation for my mother-in-law on Saturday from the ***'s *** *** There was a problem getting the fax to go through so we gave up I told my husband I would fax it from work today Well, I tried to fax this letter and I kept getting a busy signal I decided to call Reliance and I got an agent and she told me that there is no way to fax anything in and we would have to email it *** *** *** *** ***

I called Reliance to ask them to pick up the water heater as soon as I moved into my house in mid October 2015, as I wanted to purchase my own water heaterThe previous owner told me I should have no issue as the rental contract with National which was taken over by Reliance was for four years, 2011-
While I was talking to the Reliance agent she asked whom she was speaking with and I told her my name
She told me that there is nothing they can do as when I purchased the house I basically took over some contract that nobody knew aboutShe said that I would have to pay around $if I wanted to end the contract that states that I am bound to renting this tank for the life of the tank
Let me just say that it took hours and hours to actually get this information as either they hang up on you or you are on hold for decadesThere are no supervisors available and nobody ever calls you back
I called them again a day later, and to verify that I was calling for the right address the agent asked what my name wasI told him that I did not have a contract with them and it was under "x" nameHe said that the name "x" is not on the contractTo my surprise my name had been added to this contract and a new account was created that day without my permissionI did not give them permission to change the name and be added to this contract that I did not sign, nor did the previous owner*** *** They used my name without knowing if I am even the owner?
The previous owner asked Reliance to mail them a copy of their "National contract" which they shared with meThe document Reliance mailed them contains the original first page of the National copy of the contract and a separate three page document with the Terms and Conditions which are not what they signedAside from wrong terms and conditions the second issue I also have is that this document was not under the previous owner's name name
In the meantime, waiting for someone to call about an appointment to get the tank removed, I got a bill for the rental from RelianceIn small letters at the back page it stated "by making your first payment you agree to our terms and condition" and so, I made sure I did not make any payments to this company as I do not agree with any of their terms
As nobody called me for removal I got someone else to remove the tank and moved it outside then emailed them to say if they do not remove it by this date it will be off my property one way or another
They finally came and picked up the tank on December 2ndI now got a bill for close to $plus tax for cancelling this contract that does not exist
Under no circumstance I will ever be willing to pay this cancellation fee and I am willing to spend as much money as possible to take this matter to court if I have to

I have been dealing with Reliance for a rented water heater in my current home since 2008. I inherited this service from the previous owner. At no time since I have lived in my home have I ever been presented with any service contract and at no time have I ever been asked to sign a service agreement.
In November 2014, my water heater started leaking, Reliance was quick to set up an appointment to replace my water heater. Due to venting standards a new vent had to be installed. For less than 1 hour of work, the fee for this was $162.00. The first time I found out about this fee was when my bill came in December. This was NEVER communicated to me by any Reliance employee.
It is now February and I have bought my own water heater. When I called to cancel my rental agreement, I was informed that it will cost me between $200 and $360 to have the water heater removed from my home - and the $200 is with me removing it and delivering back to a Reliance facility.
Again, I never received or signed any contract that specified any of the Reliance fees that are now being thrust upon me!
I am fed up with this company and will NEVER do business with them again. I will also encourage others to do likewise.

My furnace stopped working on Friday, 16 December 2016. Called Reliance. They had me sign up for a monthly program before confirming they would send out a repair person. I was booked for a Saturday 17 December 2016 apointment. No one showed up. I called Reliance and they booked a repair person for Sunday morning, 18 December 2016. NO ONE SHOWED UP. My wife and I were left in the cold and our weekend was wasted waiting for repair service. . [redacted]

My furnace stopped working on Friday, 16 December 2016. Called Reliance. They had me sign up for a monthly program before confirming they would send out a repair person. I was booked for a Saturday 17 December 2016 apointment. No one showed up. I called Reliance and they booked a repair person for Sunday morning, 18 December 2016. NO ONE SHOWED UP. My wife and I were left in the cold and our weekend was wasted waiting for repair service. . [redacted]

[redacted] I've had my water heater for over 5 years..and NOT ONCE has it been looked at or maintained to make sure it was properly operational? TODAY..my rental fee just went up 17+ percent plus the 13% HST..yet have had no services asked for or demanded...No news is good news?? Is water heater actually working properly??How would I know??

I actually tried to buy out my original contract to purchase it outright...The $$ amt quoted ( by National rep) was actually 3 times what I researched as to it's value and installation costs!!

[redacted]

[redacted] I've had my water heater for over 5 years..and NOT ONCE has it been looked at or maintained to make sure it was properly operational? TODAY..my rental fee just went up 17+ percent plus the 13% HST..yet have had no services asked for or demanded...No news is good news?? Is water heater actually working properly??How would I know??

I actually tried to buy out my original contract to purchase it outright...The $$ amt quoted ( by National rep) was actually 3 times what I researched as to it's value and installation costs!!

[redacted]

[redacted]

Our water heater died on the 18th, they sent a technician at 5pm on the 19th who told us the gas valve was faulty and we should just replace the tank with a new rental. We ask how long that service call will take and he says it will take an hour. He says there will be venting required but that will be waived because technically we would be new customers. We get a replacement window from 5-8pm on the 20th, but despite several calls to determine their timing no one arrived. by 10:15 on the 20th their response was essentially 'They might come, they might not. Did you want to reschedule?'

We rescheduled for 7-11 on the 21st, again no one arrived. In both cases there was no call to explain they'd be running late or wouldn't make the appointment. No attempt to remain in good standing with us as a customer. No attempt at all to act in good faith. A third window is scheduled from 1-5 on the 21st to replace the heater. When the technician arrives at 2pm he says that 'There's a bend in the stairs so he claims he needs help carrying the water heater down the stairs'. He also says it will take 3 hours to install the heater instead of the 1 hr the technician on the 19th told us it would take.

If you're sending someone to replace a basement water heater, perhaps equip them with the proper tools to achieve the job without home-owner assistance. If you don't have the tools available, ensure you send enough staff to handle it without the proper tools. The customer support representative upon inquiry told me the reason for the 3hr install is that there was no technician sent to the house prior to the installation and they had no way of knowing about the stairs or the required venting, and that this is why we were misquoted. [redacted]

The technician on the 19th told us he was adding notes to the file so that they'd be prepared for a quick install when they arrived the next day (which they never did). If the stairs were such a large issue why wasn't that included in his notes. He made mention of the venting and said it would be waived as a charge, why then did they say they didn't know about it?

It takes another 75 minutes for a second technician to arrive at the house to help the first one carry the heater into the basement. We're supposed to be out for dinner tonight and neither one of us has showered in 3 days.

[redacted]

Here is our Story:

Dec 2: we woke up to a cold house, called Reliance and I had a service appointment for that day. The gentleman came in and said that he cleaned “the rod” and the problem was fixed.
Heat was on when we went to sleep.

Dec 3: woke up and the heat was not working the house was freezing again . Heat would not turn on. Called Reliance and I had a service appointment for that day. The gentleman came and said that he had bad news and that the Secondary Heat Exchanger was Defective and that we needed a new furnace since the [redacted] unit we had was over 12 years old. He went on to say that we would need a new air conditioner too because when they open up the unit it will be dirty, they will find things in there and mold etc. Wow he must be psychic I thought to myself. We were in shock since the man the day before said it was fixed. Makes you wonder how you can get two different diagnosis from what are supposed to be trained Reliance personnel. Not to mention that we have two little children in the home. He then shut the furnace off and left. At 9pm a Reliance sales man came to our house to sell us a new furnace and air conditioner. Wow again, this guy didn’t waist a second !. For a model that was similar to the one we have in terms of size was going to cost us $9800.00 in full or $139 per month for 7 years. Needless to say we were stunned. This was all too much for us and we felt like we were being forced into everything. Since we have a family full of contractors we told the sales man that we would be getting a second opinion before we made any decisions. I asked him to provide me with the costs and details in writing and he told us that he could not and that the notes I took down while we spoke was it. I found that very unprofessional. I asked him a series of questions since we had never been through this before. Is there interest ?, who are be paying Reliance or the new unit manufacture ?, etc. We were basically assured that there were no catches.

Dec 4: We got a quote from a random heating and air conditioning company for $5000.00 to replace both units. Another asked us why would we ever replace the air conditioner during the winter and if Reliance checked to see if the Heat Exchange was under warranty.

I met with the sales man and once again I asked him to visually provide me the details, even send me an e-mail so that I can read "the fine print" and he could not. Being soo confused I asked him more questions and the end of our meeting I still was not sure which way to go and remembered to ask him, “ at the end of the 7 years, is the furnace/air conditioner ours ? and he said. “ No, you have to buy it out” Pardon me ? I asked over and over again what else is there I should know. So when was I going to be told this, after I signed the contract ?

Lesson: Never make a quick, rash, abrupt, sudden decision before thinking it through. There actually are others out there that will not make you feel hopeless and that genuinely care for your family’s welfare.

Dec 5: He called asking what we decided. I told him we were still working on it and that honestly I was leaning towards renting at $139 per month up till I had to ask what happens at the end of the 7 years. Not sure if that is just common sense but it was not to us since this has never happened before in our over 10 years of being home owners and we are not renters.

Dec 5: One of our other heating and air conditioning contacts called us and says that the part is under warranty and he was picking it up today.

Dec 2 to Dec 6: These were very hard several days for our family. Since we do not have any family close by, kids have school, work is close by, we basically had to deal with the freezing cold temperature of our home. Portable heaters repeatedly blew fuse’s and were basically no help. Not to mention the added stress at this time of year.

Dec 6: In the late afternoon, the new part was installed for FREE and the furnace is working

We have been with Reliance for many years and for a company which we trusted to put us through this especially with two small children and during Christmas is extremely horrible, ghastly and repulsive.

Needless to say, we are disappointed and hope that by sharing our story we can save others from unnecessary debt !!!!

I called Reliance to ask them to pick up the water heater as soon as I moved into my house in mid October 2015, as I wanted to purchase my own water heater. The previous owner told me I should have no issue as the rental contract with National which was taken over by Reliance was for four years, 2011-2015.
While I was talking to the Reliance agent she asked whom she was speaking with and I told her my name.
She told me that there is nothing they can do as when I purchased the house I basically took over some contract that nobody knew about. She said that I would have to pay around $700 if I wanted to end the contract that states that I am bound to renting this tank for the life of the tank.
Let me just say that it took hours and hours to actually get this information as either they hang up on you or you are on hold for decades. There are no supervisors available and nobody ever calls you back.
I called them again a day later, and to verify that I was calling for the right address the agent asked what my name was. I told him that I did not have a contract with them and it was under "x" name. He said that the name "x" is not on the contract. To my surprise my name had been added to this contract and a new account was created that day without my permission. I did not give them permission to change the name and be added to this contract that I did not sign, nor did the previous owner. [redacted] They used my name without knowing if I am even the owner?
The previous owner asked Reliance to mail them a copy of their "National contract" which they shared with me. The document Reliance mailed them contains the original first page of the National copy of the contract and a separate three page document with the Terms and Conditions which are not what they signed. Aside from wrong terms and conditions the second issue I also have is that this document was not under the previous owner's name name.
In the meantime, waiting for someone to call about an appointment to get the tank removed, I got a bill for the rental from Reliance. In small letters at the back page it stated "by making your first payment you agree to our terms and condition" and so, I made sure I did not make any payments to this company as I do not agree with any of their terms.
As nobody called me for removal I got someone else to remove the tank and moved it outside then emailed them to say if they do not remove it by this date it will be off my property one way or another.
They finally came and picked up the tank on December 2nd. I now got a bill for close to $800 plus tax for cancelling this contract that does not exist.
Under no circumstance I will ever be willing to pay this cancellation fee and I am willing to spend as much money as possible to take this matter to court if I have to.

I have been trying to resolve my case with Reliance, my first feedback was submitted on Mar29, if I did not pursue over the last 5 months, I think Reliance will just ignore me so that I will drop the case. I have been asking about getting the bundle discount for AC & furnace, and the status of the OPA rebate for the furnace installation done on Feb23.

We were not given the full information clearly before we signed the AC contract, which led us into having the AC & furnace installations done separately.
Last year in end of May, when the sales advisor came and explained the AC contract, she had mentioned:

- if anything happens to our AC or furnace, and Reliance cannot fix it, they will give us a new one free

- we will get filters for free, but when we asked her after the AC installation, she said she gave us the incorrect information as they were not included

- the AC contract includes repair for furnace, but when the furnace broke down in Feb, the technician said the heat exchanger is broken, we were told it cannot be fixed and a new one is needed, and the contract does not include that which we were never told before we signed the contract

- we are high priority customers, but we did not get same day service or installation when the furnace broke down, and the poor customer service I have received does not make me feel that at all

- if we were given the full information clearly, we may have considered replacing both AC and furnace at the same time, or hold on to replacing the AC last year till the furnace broke down, then we can take advantage of the bundle discount or the buy a furnace and get a free AC promotion.

Also, the customer resolution team repeatedly said the rebate is in progress and the delay is due to a backlog. After I escalated to the president's office, then I was told on Aug 23 that the company that issues the rebate was waiting for me to submit a form, and after submitting, I was told it will take approximately 4 weeks to process the rebate. This means the processing time for the OPA rebate only takes 4 weeks and that it was never in progress as they were waiting for me to submit the form. All this time, I have been waiting for nothing.

Reliance told me they cannot give me the bundle discount, and can only offer a one time credit of 2 years for the price difference between the bundle discount and the 2 rentals combined. I got the same reply with the president's office, even though the first conversation we had, the lady expressed her understanding to my frustration and acknowledged the bundle discount should be offered, but 2 days later, she said she is unable to get it.

I am not satisfied with their offer, I was really expecting the AC rental to cover both AC & furnace, so being charged an additional furnace rental is a huge expense. Ideally, I would only pay for the AC rental as the sales advisor told us it will cover both AC & furnace, but the least I can expect is to receive the bundle discount or an equivalent credit.

Thanks for your attention and any assistance you can provide.

I am renting my condo out and I own a tank less water-heater in the unit that I was having issues with. I called Reliance as they are a brand name and I know many to use them. I think in the last three months I needed them to come and fix something. So I could always wait the 7 pm-11 pm service and I would wait down the street at a restaurant or cafe. This worked because Reliance would call me 10 minutes away. One night however, I was surprised that it was 10:40 pm but I got the call saying he was in my Lobby. I said I would be three minutes. I already paid and I was close. As I turned the corner I saw the van drive away. I called the next day to complain and they agreed it was against policy but the worker said I never answered. Anyways I had to make another service I would have thought I would have had priority. NO. Anyways nothing got fixed a few weeks later it went out again so I signed up for a new one with Reliance and in the meantime did another service call. I waited 9:30 pm I called them they said in an hour. 10:30 pm I called they said by 11 pm. 11:15 pm I called they said he isn't coming well my tenets wanted to leave. Next day I called to complain they don't care and I cancelled my new water heater.[redacted].