Reliance Home Comfort

Nothing but a negative experience dealing with Reliance. The turnover rate of there employees is awful, everytime I would finally start to deal with a person over the phone a month later they were no longer there. Somehow one of my payments could not be found and I had to go into my bank to track the payment I made a month earlier.. its just been a pain dealing with them. Bought myself a new water heater though!

On Wednesday October 21, 2015 - called Reliance home Comfort to have my hot water tank worked on. I was able to get an appointment for that same night - however no one showed up. I called and was told they had an incorrect telephone number for me. Hard to believe when the lady I booked the service through read it back to me. Very disappointed - very frustrating dealing with them. I will be making sure to inform all my family and friends that this is not the company to call when you actually need service.

[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]

My mother-in-law who is 86 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 [redacted]'s [redacted]. 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. [redacted].

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].

My mother-in-law who is 86 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 [redacted]'s [redacted]. 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. [redacted].

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].

[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] found a gas leak in the line leading to the water heater and tagged the appliance and shut off my gas a two the meter. Reliance came to correct the measure, then the technician refused categorically to sign the tag saying it was fixed. He said that there was still a leak and that the line needed a pressure test...

So, I had to hire an. Independent company to come perform this test, and they confirmed that there were no additional leaks and that the test should have been done by Reliance after they fixed the faulty appliance connection... and that the tech could have signed the tag to clear the appliance and turn on my gas...

This left me with an extra two days without heat or hot water, and guests in the house.

I also experienced the same issues with the fees described in other reviews... Reliance also tried to charge me with the unpaid fees from the previous homeowner... honestly, it feels like they are completely dishonest, at least with me as a consumer.

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].

Chris B.-#[redacted] was the technician that came to fix my hot water tank. He was very personable. He knew right away what the problem was & fixed it promptly. I had to move things in order for him to turn off the water. When he was done he put everything back in place. Which I did appreciate. He answered some of my questions in regards to rental or buy a hot water tank. My reason for asking is because I think I am paying too high a price to rent the tank. Something I am looking into & compare prices to buy or rent from other companies.

My Wife [redacted] and I have been very pleased with the services of Reliance for almost 10 years. When a checkup or repair was needed, the service personel were there in short time, we're polite and showed their professional abilities. We recently had a new furnace and air conditioner installed by Reliance where the work was done with accuracy and professionalism. Our Reliance representative, [redacted] gave us his skills by choosing the best equipment to handle our needs for comfortable, quiet and efficient heat and air. His manner was nothing less than polite and professional.

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]

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].

We just had our annual fall furnace check and everything is in good order. Each year I ask for specific Reliance technicians - Rick or Kevin. They both do a very thorough job and I know that we are set for the winter season. We have such confidence in their work.

We were pleased with the Reliance Employee's.
They were prompt, pleasant & efficient.
Home comfort Advisor, [redacted]
Was very good answered all our question.

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].

[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]

My mother-in-law who is 86 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 [redacted]'s [redacted]. 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. [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]