Reliance Home Comfort

[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]

Like many of the reviews I have read on here I bought a house with an existing water heater rental which I was informed was a month to month rental removable any time I would like. Now I am a PLUMBER by trade and decided I was going to install a new water heater a few months after I moved in and called reliance to inform them I'm taking theirs out....at this Time they were pulling nonsense about a contract which I never signed not was ever presented to me EVER and they demanded 3500 dollars [redacted] well like I said I'm a plumber by trade and can buy the exact same water heater for 700 dollars. Just FYI for readers when reliance say they use special water heaters or better quality that is a load of [redacted]! Now at this point I was very angry but not until later when I had an issue with the tank itself due to water getting on a sensor and in turn needing it fixed or replaced I decided to pull water heater out as per I had no hot water and reliance wanted to charge to fix water heater when I told them the situation they demanded money for this IMAGINARY contract which at this point I had had enough if their nonsense and lost it with them and told them to pick up their junk and I'm not paying a penny! BTW for other readers if reliance says to you that your house damaged their water heater and it's no longer an asset that is another crock as per when they pick them up they go in the scrap yard used water heaters are not put in homes! At this point they picked up the water heater and a month later are calling and demanding I pay 1500 dollars for this imaginary contract an threatening me with attacking my credit. I have repeatedly asked for them to produce this "contract" throughout his process and they said they will send it shortly before they responded with they DONT have a signed contract it was a verbal contract with the old home owner....which means this "contract " never existed! Do not ever use reliance! And def don't pay them for the nonsense they make up

[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] Booked a AC service call. Technician 3 hours late with no phone call. Technician did arrive finally but Problem still existed after technician left. Called again for repair. Customer service Said someone would be out next day 4-6. No show so I called again. Ridiculous! And it's not over yet?? If they didn't own the equipment I certainly would not be calling them.

This is not the 1st time we have had issues and in fact, have problems EVERY TIME!

After paying 7 years in comfort protection plan. The company give me a quote of 5k for changing my home furnace. I received a quote for same furnace ( [redacted]) from [redacted]
including 10 years warranty on parts and labour. Plus 10 % gift card and 18 months deferral
for only $ 3600.

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].

Ali, the technician for Reliance Home Comfort, performed a 21 point tune up on my furnace today. He diagnosed a start switch problem which he fixed within minutes. He performed the 21 point test and was very professional, kind and knowledgeable. I highly recommend him.

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.

[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]

Poor customer service. Non existent customer service. Emailed Company for a quote on a new furnace and was given a date. Service rep, Rob M.arrived at arranged time. (Sept 14) After assessing my needs, he stated I needed someone from another department as I was seeking a 'furnace installation' and not a 'replacement.' He called the office in my presence and said that someone would be in touch later that day to rearrange an appointment. It's now Sept 20, and never heard from this company again. Moved on to another more reputable company for service.

[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]

[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]

I found [redacted] to be very knowledgeable,pleasant and willing to answer my questions. She was willing to ask a mentor about my concerns and some questions about my new furnace. She was not in a rush and was patient about my concerns. I have recommended her to two friends who wanted estimates. [redacted]

Reliance took over from [redacted] who falsely represented being from [redacted] when they offered to replace our water tank. As the years went by, the penalty to rid ourselves of the water tank came downward to the point it was at $200 in January of 2015. When we called Reliance around June of this year the penalty had risen to $575 + GST since they took over the company. Sent employee to pick up tank which they claimed had to be damage free...and he throws it into the back of the truck with no regard for it. Said they would bill us on [redacted] bill which they didn't. Next we received a bill from Reliance for the $575. however the bill was already 8 days in arrears when we received it. Paid that then get another billing of $575 +GST on our next [redacted] bill. Spoke to [redacted] about the charges and were told to ignore them except for the GST. Hopefully we are rid of this company for good. Will never deal with them again.

[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]

After being billed twice for turning in our rented Reliance hot water tank ($575 penalty + GST) by Reliance after renting for 7 years and also being billed the same amount ON my [redacted] bill.

Been dealing with this since July when we bought our own water heater and it's now October. Reliance should not be allowed to double-bill and have the customer take the time to straighten it out with numerous phone calls and e-mails.

I hope I've seen the last of this company except for a final statement that everything has been paid to them.

If I could give this company a 0, I would or even negative. I had issue with not getting proper hot water so I called this company. I had first tech come out and told me that I need to replace a mixing valve/heating loop. The second tech came and replaced a check valve instead (did nothing regarding the request I put in to perform in the house). Literally, the mixing valve was leaking 6 days later and [redacted] red taped my hot water tank. [redacted]
[redacted] They have no emergency procedure for active leaks, they have no managers to transfer to out of regular hours even though the business claims 24 hour service. When I asked for a plumber to come out for the service, I was given an appointment in 3 days!!! What kind of 24 hour service is that?! Next day when I asked to speak to a supervisor, the customer service hung up on me. I can go on and on and on...[redacted]

I was sent a letter from Reliance stating that I had chosen a Reliance Plumbing Protection Plan. I was not asked about this and never agreed to this.
It took over an hour on hold and talking to various people to get something cancelled that I never ordered.
Be very careful when dealing with Reliance billing. They try to sign you up for things that you never requested.

on Jan 28 2014 our [redacted] furnace stop working. I called an hvac contractor that had installed an air condition unit in my new home the previous summer. the contractor asked a series of questions and determined that [redacted] furnaces had a parts warrantee of 6 years. He was unable to provide the warrantee because he was not a [redacted] dealer, he suggested I call a [redacted] dealer who would be able to get the parts under warranty.
I called reliance and specifically asked if they were an authorized [redacted] dealer? I was told yes. when the technician arrived we were charged $89 for service call and the parts were provided under warranty. Fantastic experience this time.

Dec11 same year we had another service call this time the experience was not so pleasant, we were told that we needed a new blower motor, this was a level 4 repair at a cost of $525.00 (reduced to $420.00 with enrolment in protection plan).
I told the technician that the parts were under warrantee and showed him the invoice for the previous service call. I was told that had been done wrong and we would be reimbursed for the parts.
The parts was delivered the following day via courier and a different technician was sent to install it. He called his supervisor to enquire about our billing and we were told that based on an hours labor to do the repair, we should pay about $100.00.
The problem was we had already invoiced the maximum. He stated that his supervisors was tied up in meetings so he left his number for us to call the following day.
The following the I tried to contact his supervisor, left several voice messages
(no reply) When I received my invoice I called the 1880 number to try and resolve the situation. I finally got a call from the supervisor and was told there was some warranty money coming he wasn't sure how much.
I mentioned that my invoice was due, we agreed to wait till we had more information before paying, then I started receiving late notices with late fees
tried to call the supervisor again without success , called 1 800 number again was told the supervisor had been emailed and would contact me.
while I continue to attempt to contact the supervise reliance has stated to send me automated calls threatening to take me to collections.
I Have never been given the runaround like this, seems like if you ask 10 different people in this company the same question you will get 10 different answers.