ComplaintsforReliance Home Comfort

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reliance has not done business properly with me at all over the past 2 years. 1st off I set up having a new water tank installed into the property we were moving into, I set this up in October we moved in January. At this time I inquired as to whether my acct # would change I was told no. So until the following October I was paying them and then someone contacted me to tell me that my acct was past due on my current address. I argued that no one had informed me and that they need to look at taking all the money I paid on previous acct and transfer to my current acct to get me back on track. She then proceeded to tell me I needed to go to my previous address to get them to get that rental into their name. Umm no that is not my job I don't work for you and umm that is not safe, so I provided our realtors info. She told me that they were not responsible for contacting my realtor to get the new owners info that this was my responsibility. Umm no it is not. And in the past 2 years living here I have not received a bill during their billing cycle. I only receive it upon talking to them and verifying my email then they send a bill but that is the only time. And they call me like 6-10 times per day because now they are saying I owe like $1599 because they have yet to fix my account. I cannot argue with them anymore as my stress/anxiety is through the roof. I have been in the hospital with chest pains, I work 2 jobs and I don't have time to sit on the phone with them for an hour each time. They are the absolute worst company around and I just want this resolved and them to be accountable for their lack of doing their jobs. Thank you ***** ******

  Business response

  02/05/2024

  Hello,
  
  Thank you for bringing this to our attention. We apologize for any inconvenience or miscommunication. Reliance is not a part of the home sale process and relies on the homeowners/lawyers to advise when a move has been completed and who the new homeowners are in order to set up the account for them.  Customers can report a move by calling in, emailing *@***************.com, or via our website reliancehomecomfort.com. Either the new or the old homeowner must contact Reliance with this information to set the account up.  It is not Reliance responsibility to contact lawyers or real estate agents to acquire this information.
  
  I have attached a copy of the terms and conditions, as well as a highlighted portion which speaks to selling of the property with Reliance equipment in it. We recommend the customer provide the necessary information so the accounts can be updated accordingly, and any overpayments refunded or transferred to the new account.
  
  Thank you,
  Cody
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased my home in April of 2021. When I purchased my home I was told that my hot water tank was owned and that I would have no recurrent payments for the hot water tank. I started to receive notices to my address that this was not the case and I would need to pay reliance for the hot water tank rental. This is no problem as I need a hot water tank. The issue I have is with the smoke detectors that the owner of the home prior to myself purchased and entered into contract with. For the last 3 years I have been paying for these smoke detectors 22.60 a month that I am unable to cancel. Not to mention they do not work so I have had to replace my smoke detectors with other smoke detectors. I contacted reliance in the summer of 2021 and they stated that becuase I had made a payment I am now responsible for these smoke detectors. I did not sign into any agreement regarding these and my home purchasing agreement did not list these as "contract" takeover. I supplied reliance with a copy of my home purchase agreement proving this. I am now locked into a contract until November of 2025 with apparantly no way of canceling it. I did not sign this contract. Therefore am unsure how I am legally required to pay reliance for a service that I have not received, (the hardware does not work), did not enter, and was not told that I would be required to take over. I would like this to be cancelled, you can remove the hardware and I would like like a credit on the account.

  Business response

  02/05/2024

  Hello,
  
  Thank you for bringing this to our attention.  While rental equipment should be transferred from one homeowner to another via the purchase and sale agreement, utilizing the equipment/services and paying the rental invoices is considered assumption of the agreement by conduct.  Unfortunately, as this was done in 2021 and rental invoices paid for, this is considered a binding agreement at this time. We encourage the customer to speak with our service team If the equipment is not working or experiencing any issues, we would be happy to have a technician out to diagnose and repair/replace the equipment as necessary under the rental agreement.
  
  I do see the current buyout price is $304 + HST.  At the end of the minimum rental term next year, the buyout price is $1. For the inconvenience the customer has experienced, we will discount current buyout price by 10%.
  
  Thank you,
  Cody

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reliance/ Home comfort! additionally the original 2012!contract was with home comfort who faced bankruptcy and Reliance purchased the assets this included clients we were sold off without knowing! My ex partner signed up for this rental program and it used to be on the gas statement! I tried to get out of the program and the removal charges are the same price as a new unit to buy out it’s triple I think it’s horrible I wish I had been involved in this decision because the calculation are enough to make my blood boil I resent this company for the unethical business platform!

  Business response

  02/05/2024

  The customer entered into a rental agreement with ******** **** ********, the rental agreement was later acquired by Reliance.  The account is in the clients name and the client is on the rental agreement along with the co signer.  The customer is currently in arrears of $1407.21 as of May 2 2024.  The customer requested  buyout of the rental water heater in March of 2024, this has been billed to the account.  The buyout price for the system has been quoted.  The last payment made on the account was December 2023.  We highly encourage the customer to make payment on the account or contact our account receivables department to set up a payment arrangement as soon as possible to stop further collections on the account.- Gemma

• Initial Complaint

  25/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a furnace upgrade- electric heat pump in February 2024. The incorrect plenum coil was installed. Coil model # does not match invoice and disqualifies us from the home energy government incentive. The time frame to submit the 2nd energy audit required is within days of expiring. Reliance customer service is unresponsive to our request and giving us the run around. Always says they will get back to us and never do. We would like this resolved and ensure to qualify for the $6000 plus any cost that may be added if we need another audit .

  Business response

  01/05/2024

  Thank you for providing the information and I truly apologize for the inconvenience and frustration caused.

  I have followed up with the Branch and was advised that we are attending the property tomorrow May 2 and the coil will be replaced. 

  Thanks, 

• Initial Complaint

  22/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Details of facts leading up to complaint (in order): 1) Met with Reliance salesman Jessy on 2024-02-20 to discuss installation of rental AC. Agreed upon free installation of customer provided thermostat at *** ***** **. Hanmer ON for free on install date. No contract was provided and Jessy hand wrote that the furnace is covered at no extra charge for service parts and warrenty. 2) the air conditioner was installed 2024-02-21 and the thermostat at *** ***** ** was never installed as agreed upon with Jessy. 3) the furnace at **** ********** has a leak that was discovered on 2024-04-19 and the reliance call centre agent told me that there is no furnace coverage on file I am seeking to: A) receive a copy of acontract with the agreed upon terms B) have the thermostat at *** ***** **ive installed as agreed upon at no charge to me (the customer) C) have the leak in the furnace repaired at no cost as the furnace is supposed to be covered for warrenty, parts, and labour

  Business response

  24/04/2024

  Thank you for bringing the customers concerns to our attention.  I confirm there was an error with the account set up and the free heating repair plan was not added to the account.  This has been corrected and the customer will be able to schedule heating repair service under the heating plan coverage going forward.  In regards to the installation of a thermostat, the home comfort advisor has confirmed the customer would be required to have a pre- inspection at the property in question which he has advised is not owned by the customer but his partner and an official document or agreement would need to be signed.  A copy of the customers rental agreement has been included.- Gemma

  Customer response

  24/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Can someone please call me to set up the thermostat install at *** ***** ***** in Hanmer?

  
  Sincerely,
  
  ******* *******

  Business response

  30/04/2024

  Please contact the home comfort advisor directly if you would like to enter into an agreement for a smart thermostat installation at the property in question.  There needs to be a signed agreement by the owner of the property- Gemma

• Initial Complaint

  16/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are filing this complaint against Reliance Home Comfort Toronto . September 24th ,2019 we purchased a ****** * Series Wall Mounted Condensing Boiler and Water Heater with a five year warranty on parts and labour . Last December in over five months the unit broke down leaving us with no hot water and heat. Reliance was called on numerous times ,the unit continues having ongoing problems one or two times almost every week up to this point . Three parts were replaced and over 15 workers came to service the unit no one was able to identify the problem. We have taken many days off to be at home during that time. At this point we had asked them to replace the unit which is still under the five years warranty. After talking to customer service the report from the manager stating that it was not replaceable . We are asking you to please help up as we have run out of options. respectfully, ****** *****

  Business response

  25/04/2024

  Thank you for providing the information and I do apologize for any frustration caused. 

  We have worked with the customer and still continue to do so regarding her unit, the technician has provided them with his direct contact information. The unit has been in the property for over 4 years and is running at the current moment, she is out replacement period which would be within one year if there is a manufacturer issue. I do apologize however at this time we will not be replacing the unit, we will be happy to attend if any further issues arise. 

  Thanks Nicole 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We moved into a brand new build on March 27th 2024. We learn that we're in a 10 year water heater rental contract with Reliance from the sticker on the water heater and after calling the phone number on it. We haven't signed any documents nor is there a signed contract available. The 10 year rental contract T&Cs mention that the monthly rental will increase by at least 3.5% or any other increase that Reliance determines (whichever is higher). We find the rental to be quite expensive and would like to buyout at ‘fair market value’ or terminate contract. We have contacted Reliance Home Comfort at least 8 times via phone since moving in. Each call is over 1 hour on average with absolutely no resolution. In terms of options provided to us: 1. Reliance Home Comfort is quoting exorbitant Buyout price of $3,650+tax for the ****** Tankless Water Heater - ******* model, which is rated at 4.6GPM efficiency after installation (in market is upto 9GPM). 9GPM machine same model - brand new is available in market for $1,786 - $1,990+Tax (depending upon the day) on ****** * *********************************************************************. With other retailers with no discount it averages $2,100 to $2,200+Tax e.g. **** ***** * ************************************************************************************************************************************** T* *** **** ****** ** **** ****** ***** ** * *** ********* *** *** *** **** ********** 2. And there are no termination options either without paying the same Buyout price plus additional termination costs. This is outright violation of customer rights. As per the Competition Tribunal from 2014 (valid until Nov 2024) Reliance is not allowed to charge more than $200 in exit charges for heaters less than 1 year old. *************************************************************************

  Business response

  15/04/2024

  Thank you for providing the information, and apologize for any confusion. 
  

  In your Purchase and Sales agreement it states that the purchaser has agreed if the Water Heater is a rental, that it would be assumed. All the information provided to you is correct, you would be responsible for a buyout of the unit. I see a call was placed today April 15 and you spoke with a representative and agreed to 10% discount and will continue renting. 

  Thanks Nicole 

   

  
  

  Customer response

  15/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I specifically called in today April 15th (that you're referring to) for resolution of Buyout Price - which is exorbitantly high. The agents yet again quoted the same Buyout Price. I also mentioned specifically on the call that I'm only accepting the 10% discount UNTIL the Buyout Price situation is resolved (if you listen to the call record, you'll also hear that I asked about what'll happen to the 10% discount I'll receive and the agent said that Reliance will charge it back to me, which I was okay with). I also sent a High Importance email right after the call because nothing was getting resolved via my phone calls and in that email I clearly call out that we didn't sign anything nor did the builder sign anything. We only assume the rental - which we are because we will pay your bills, but that doesn't mean that there is a signed contract, which your agents have said multiple times that Reliance doesn't do signed contracts and it's only verbal (please listen to your call records). The email also specifically shows how your prices are not at all Fair Market Value, in fact are DOUBLE the market value for the same tankless water heater model, which is exactly what this issue has been about. 

  So NO - I do not accept this response because it doesn't solve anything. I'm still looking for a revised Buyout Price, which will actually reflect the "FAIR MARKET VALUE". And as mentioned, I'll be happy to return the 10% discount via the Final Bill, as soon as the Buyout Price issue is resolved. I wish you'd have listened to the calls and read the email before sending this response. Seems lack of customer empathy. 

  
  Sincerely,
  
  ********* *****

  Business response

  25/04/2024

  Thank you for the response.

  The buyout is a valid charge, again as explained when you take possession of a home from a builder it is up to the builder to advise the purchaser, it is also in your sales and purchase agreement that you are responsible for the rental water heater.

  The 10% that was offered was offered here through the Better Business Bureau and not the call center, if you would like to proceed please advise. The buyout is valid charge.

  Thanks Nicole 

  Customer response

  27/04/2024

  
  Complaint: ********
  
  I am rejecting this response because as mentioned in my email: I do not agree that the buyout price of $3,650+tax is fair market value since no proof was provided that supports Reliance's claim that the device is of superior quality than the SAME MODEL of double the efficiency (9GPM vs. 4.6GPM from Reliance device) available for half the price (~$1,750 - $1,950 + tax) from big box retailers such as ******, **** *****, etc. In all scenarios, there’s evidence to support fair market value (or that device is of superior quality as described by Reliance over calls/ emails to me), either from the manufacturer themselves mentioning superior quality or by providing a much greater warranty (as a proxy to better quality). Therefore, I don’t agree with the buyout price of $3,650 plus tax being fair and it still is double the cost of what’s truly fair market value (as described earlier, in the absence of any solid proof).

  Furthermore, 10% discount was provided to me from call center many times on phone call (please check phone records), before I even had to temporarily accept until the Buyout price gets resolved (since as can be seen to my point, is taking forever to resolve). This was before I received your first BBB response - which you very conveniently leveraged to try and close this legitimate complaint. 

  To make matters simpler: If you could provide a 20% forever discount (i.e. 20% discount each month for full term of 10 years of assumed rental), instead of the 10% forever discount that was already applied when I last called before even your first BBB response (as a temporary measure from my end until resolution of buyout price), I’d be willing to consider the rental instead of buyout. As I’ve maintained since the very beginning, I find the rental extremely expensive and am hence looking for the buyout. But the buyout price is also NOT fair market value, so I’m really feeling stuck. 
  
  This has been going on for a long time and I’d like to get a resolution for this that’s acceptable from following options:
  
  BUYOUT:
  (1) Fair market value buyout price of not more than $2,000 plus tax (in the absence of any solid proof of superior quality of device)
  (2) OR proof that the device is of superior quality i.e. at least 2x better than big box (confirmation from manufacturer or greater warranty period as a proxy too better quality) to support a buyout price of $3,650 plus tax
  
  RENTAL:
  (3) OR forever discount of 20% instead of 10% currently applied i.e. for the entire term of assumed rental of 10 years each month
  
  Thanks and look forward to a response that helps resolve this situation. This has gone too long and is preventing us from truly enjoying our new home.

  Business response

  07/05/2024

  Thank you for your response, customer called in and the advised to process the buyout. The buyout was processed on May 2 and a discount of 20% discount was applied.

  Thanks Nicole 

  Customer response

  12/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Thank you
  

• Initial Complaint

  28/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an overdue bill with Reliance which I would like to pay, but I can't because Reliance will not send me a paper bill. In the last few months I have been calling their 1 877 number regularly, speaking to a different person each time. Most of the employees I have talked to go silent for quite a while, because they do not know what they are doing. I now have this built up rage toward Reliance and last week left quite a few angry voice mails after hours on their 1 877 number. After hours their 1 877 number says they will get back to you in 3 business days, but I was not expecting anybody to call back, which they didn't. My situation is not that complicated. The person who had been paying the bills online at this address is now sadly deceased. Back in September I called the local Reliance asking them to send me the bill. They wouldn't. Three months later in December, I start getting these automated calls about this overdue bill. It was then explained to me that I would have to send, I think originally they said was a Power of Attorney. What I do have are documents that prove that I am the Executor. It was a fight because the lady (girl) wanted me to send it through the phone and I wanted to send it my regular mail. I did send it by regular mail back in December. Sometime in February I was told that my bill would be coming in early March. Yet as of March 26, I still don't have bill. I also need to know what exactly I am paying for, since I was not the one paying the bills before. I also tried calling the local office, but nobody (surprise) came to the phone.

  Business response

  05/04/2024

  Thank you for providing the information.

  I do apologize for any frustration caused, you are paying $56.90 for the rental water heater at your property. I see the bill is set up to be sent by mail in our system. If you have any questions please do not hesitate to contact me by phone. 

  ************

  ~Nicole

  Customer response

  24/04/2024

  This is a continuation of my complaint against Reliance Home Comfort. **** **** **** * ******** * ****** **** **** *** ****** * *** * ****** ** ***** ** ****** ** ********** *** ****** **** ** *** ***** ***** ** *** * ******** ** ****** ***** *** ** * *** ******* ** ******* ** ***** ***** **** ****** ** ** ***** *** ** *** ***** Reliance's response was a grand total of 2 and 1 quarter lines. I need so much more information than that. Reliance's response was unacceptable because it was so rushed. What little I got was because of BB. I need a 3rd party, because Reliance has no leadership that I can go to. The response mentioned that my bill is sent to be received by mail. I already knew that. The question is why I haven't received it yet after talking to quite a few of their employees. I have been waiting for it since the start of 2024. ******** ** ********* **. I regularly get automated call s to call them, yet I don't have the bill. The person who responded also didn't provide Reliance's address where I can make the payment. Short Term - I would like to take care of this because I am a responsible person. Long Term - I am considering switching companies. I need to get advice on this from friends. The person who responded rushed left her number, but no way am I calling long distance for them. I would consider calling long distance to BB because I would get some assistance, but calling Reliance long distance if both a waste of time & money.

  I would like to know why have after months I still I have not received my bill. I am regularly harassed by Reliance with automated calls, yet nobody sends me the bill.

  Business response

  01/05/2024

  Thank you for providing the information. We have gone ahead and set up the bills to be mailed out to the customer, this was set up April 29 a bill should be received shortly. The customer can also set up an account with My Reliance online and view his bills.

  Thanks Nicole

  Customer response

  15/05/2024

  Response taken over thephone by BB staff:

  I have not received the paper bill yet (as of May 14th) I am receiving calls from the 877 number for payment but I can't pay until I get the bill. Can you advise if the bill has even been mailed yet and if so when? It was mentioned April 29th that it was sent.

  Business response

  24/05/2024

  Thank you for your response, I have ******** a bill for your reference, I hope this helps.

  Thanks Nicole 

• Initial Complaint

  26/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom may concern, it is an unfair practice from Reliance Home Comfort to make a ***** ********** sales and trying to force me to pay for a service I did not purchase. I called Reliance Home Comfort to changed the water heater under my name as a new house owner, they somehow ******* me with a service plan protection. Which I never agreed, I repeated several times during our phone conversation :”I don’t want surprises later, if the renting is 22 dollars I asked how much will be the total and they toll me will be 29 dollars. I said 7 dollars for protection plan extra make some sense. But few months later I started receiving this treatment letters with out printing address on the envelope said they will transferred to debt collection agency. With a bill of 29 dollar a moth only for a protection service for a year on top of my 22 dollars monthly payments. This doesn’t make sense. Why pay for a service which cost more that the actual rent? I called and ask to please let me hear that phone conversation because I pretty sure repetitive times I said I don’t want surprises later.(they did not provide that information) I am up to date with the renting of the heater. However this lock for a year for a service I never actually agreed it’s not a fair deal misleading information. Please help me out with this ********* from Reliance Home Comfort. Best regards, ****

  Business response

  05/04/2024

  Thank you for brining this to our attention and i do apologize for any miscommunication. The account has a rental water heater and a separate protection plan these are two different cost. The call was pulled for the protection plan and the customer agreed to the 1plan and it is a term of 1 year.

  I apologize however charges are valid.

  ~Nicole

  Customer response

  05/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  It was a misleading information from Reliance Comfort Company. Like I explained in my original complaint.

  I never called a separate company for an insurance. I called to do my monthly rental payments from a water heater like a new home owner. 
  

  I will really appreciate if Reliance Comfort provides the full recording of our verbal agreement. 
  

  They have the opportunity to clarify any doubts when during our phone conversation I repeatedly said I don’t want future surprises.

  Because I did not signed or responded an email accepting or clicked any where that I requested their service.
  

  This is not a fair way to earn money business way. I should be happy to do business with you, not feel trapped and ********** by you. 
  

  Sincerely,
  
  **** ******

  Business response

  25/04/2024

  Thank you for your response. I have listened to the call and the customer does agree to the protection plans, if the customer would like to call me I can play the call for him. This is valid.

  ************

  Thanks Nicole 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 2nd, 2024, I reached out to Reliance regarding the Plumbing Protection Plan, a service I had previously signed up for but later terminated after a few months. During the initial conversation, I emphasized several times over the phone that I reserved the right to cancel the plan at any time, as I was not interested in committing to a long-term contract. To my surprise, upon calling back on March 7th to cancel the plan, I was informed that it was actually a 12-month contract, which I never consented to. I requested the agent to escalate my case, and she offered a callback from the "back office" within 2 business days. Subsequently, on March 11th, when I called again, I was informed that the request to review my initial call and cancel my contract was still pending, but it would take 7 to 8 business days. I feel that the agents at Reliance are engaging in deceptive practices, consistently attempting to upsell their products. Each time I call, I receive entirely different information from the previous call or agent. I want the cancellation of my yearly plumbing protection plan contract and an apology from Reliance for their unethical business practices.

  Business response

  21/03/2024

  Thank you for providing the information. 

  The account has been reviewed and the call has been pulled, after reviewing the call the customer was advised of the term and cancellation. He has had 2 service calls under the plan in which they were covered and on the 3rd call he wanted to book a faucet replacement which is not covered. He than wanted to cancel the plan however it is a 12 month term and has been used. if he wants to cancel the 12 month term is valid and he will be billed out

  Thanks Nicole

  Customer response

  21/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  "customer was advised of the term and cancellation":
  This was not provided proactively. Rather, it was in response to my query about the possibility of canceling the plan at any time. The agent, George, initially provided an explanation that was confusing to me, so I sought clarification. Based on the second explanation given, my understanding was that if I were to cancel the plan midway through a month, I would still be liable to pay for that month's service. Again, when explaining the plan, I was not informed that it was an one year contract.
  
  "He has had 2 service calls..the 3rd call he wanted to book a faucet replacement":
  Regarding the service calls, there seems to be a misunderstanding. The first service call was made because of a leak under my kitchen sink. However, upon inspection, the plumber couldn't find the leak and instructed me to call again if it reappeared. As he was leaving, I noticed the leak once more and flagged him down. He returned, identified the issue as a leaking faucet hose, and advised me to purchase a new hose/faucet and schedule another appointment. When I asked if the faucet installation would be covered under my plan, he affirmed that it was.
  
  Following his advice, I bought the faucet that evening and made a second service call to have it replaced. During the call to schedule the appointment, I double-checked with the agent and was assured once again that the faucet installation would be free. However, the second plumber informed me upon arrival that the installation was not covered by my plan. I refused to pay because both the initial plumber and the agent had confirmed it was included.
  
  Upon making a third call and explaining the situation to the customer service agent, I received an apology and confirmation that the faucet installation was indeed covered. A service call was then booked. However, the third plumber called me and asked over the phone if I was willing to pay for the installation, to which I declined.
  
  I've been a Reliance customer for over 7 years, but the entirety of my experience with the plumbing protection plan and their handling of my service requests to fix the leaky faucet situation has been incredibly unpleasant.

  
  Sincerely,
  
  ****** *****

  Business response

  01/04/2024

  As previously stated, the contract term is valid and was explained to the customer on multiples occasions. If the customer has further questions, they are welcome to contact me directly ********@***************.com - Karen

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩