Complaints

This profile includes complaints for Reliance Home Comfort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Reliance Home Comfort

  2 Lansing Sq North York, ON M2J 4P8

  
• 

  Reliance Home Comfort

  37 Morton Ave E Brantford, ON N3R 7J5

  
• 

  Reliance Home Comfort

  1 - 200 West Beaver Creek Richmond Hill, ON L4B 1C7

  
• 

  Reliance Home Comfort

  L3 - 145 Front St E Toronto, ON M5A 1E3

  
• 

  Reliance Home Comfort

  111 3953 112 Ave SE Calgary, AB T2C 0J4

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm renting a water heater from Reliance Home Comfort since 2011 with Account number: ************. In September 2024, my water tank ruptured and Reliance offered me to replace it with Rental Tankless water hear at 15% discount or keep my current rental price for to replace it by tank water hear. The reference of this offer is Reliance calls: ******** and ********. I decided initially to go with tankless water heater. They did a survey and they confirmed that a tankless water heater can be installed. Then when they came to install it, Reliance identified that they made a mistake in the survey and it cannot be installed! They asked me if they can install a tank water heater with the same price keeping the same contract (with no change). I have requested to sign a new contract and they did not agree saying that my current contract will continue to be valid. Three months later, they increased my rental price. The reason provided is inflation. I am raising this complaint so Reliance Home Comfort comply with the contact and reverse ******** rental price increase.

  Business Response

  Date: 02/05/2025

  Thank you for bringing this to our attention. Please note that the rate has not changed as a result of the new replacement.
  All customers are subject to an annual price increase, as outlined in the terms and conditions of the rental water heater agreement. -****** 

• Initial Complaint

  Date:16/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day. HVAC equipment rental was included with a townhouse I purchased. The air conditioner installed by the service provider, Reliance Home Comfort broke down countless times, and the 3rd floor of the unit reached temperatures over 40C making it unbearable to inhabit. Every summer, the AC would break down. During the last outage in 2024, Reliance dispatched service providers to the townhouse on June 19, 28, July 2, 10 and 16, 2024. Arranging service calls involved endless hours on the phone with their office, and required time off work to grant Reliance access to the premises, yet the AC remained non-functional. Despite pleading with Reliance, they did not exchange the AC unit until mid-July, 2024. I sought compensation for the tenants of the property prorated for the number of days I was unable to provide them with an air-conditioned unit, per our lease agreement, in the amount of $2,122.58, calculated as follows: $75.81 per day X 28 days of outage: June 19, 2024 - July 16, 2024. Reliance will not agree to reimburse us for more than 2 months of service, (approx. $200), which is completely unacceptable given the hardship they have caused myself and my tenants. My account has also been accumulating late payments charges every few days, as I await a resolution to this dispute, before resuming payments. I had discussions with ****** ******, in Reliance's resolution department, as I was not/am not able to escalate my concerns with management, directly. Any assistance you can provide would be much appreciated. ****** ********

  Business Response

  Date: 27/04/2025

  Thank you for providing the information.

  I do apologize for any frustration caused. I understand you had no cooling for 2 months and therefore offered the 2 months credit. I am not sure how the calculations were $75.81 per day? the rental is $65.20 per month. The 2 month credit that was offered is fair, I can apply this to your account.

  I understand you tenants did not pay rent however we will not be covering this. 

  Thanks Nicole

  Customer Answer

  Date: 27/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Reliance breached is contractual obligation to provide functioning HVAC equipment on numerous occasions.  Reliance's conduct caused great hardship to my tenants and myself the homeowner.  The amount Reliance is offering does not compensate for that hardship adequately,  or even remotely.  

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

• Initial Complaint

  Date:10/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2 2025 I contacted Reliance about a charge they were debuting from my account, they informed me it was for insurance on my home plumbing, I advised them I don’t need insurance on my home plumbing and asked how long they have been charging me for this insurance, they said since 2019, I asked to have my money returned and they replied no, I feel betrayed, I didn’t ask for this and have lost allot of money. Can I please have my money refunded..?

  Business Response

  Date: 11/04/2025

  Thank you for bringing this matter to our attention. We have conducted a thorough review of this case and retrieved the call recording from 2019 when the plan was sold.
  During the call, our agent spoke with Richard, the agent explained the plumbing plan and followed the verification process by reading the script in full. The customer provided their agreement to enroll in the plan following this explanation. -Hailey 

• Initial Complaint

  Date:07/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were renting a water heater, it broke(Feb 4th). we called them and they sent someone to inspect, irreparable, they took it (Feb 6-8) and we bought a new one (not from them). they are still charging us for the rental 2-3 months in on automatic payments. we want a refund or at the very least stop charging us. Please let us know if you need any more details.

  Business Response

  Date: 08/04/2025

  Thank you for bringing this matter to our attention. After thoroughly reviewing the account, we have removed the water heater from the file and reversed the charges back to February 4th, the date on which the equipment was picked up.
  There is a credit of $76.82, which is currently being processed in the form of a cheque. The customer is expected to receive the cheque within 2 to 3 weeks. No further payments will be taken. 

  -******

  
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We noticed that we had no hot water the morning of August 23, 2024. I called Reliance in the morning to request that a service worker come around to fix the problem. Reliance was able to send a technician the same day. The worker arrived in the early afternoon and after a short assessment determined that it would be best to install a brand-new hot water heater. He had one in his vehicle. Our back entryway is quite narrow and it was obviously going to be difficult to get the new tank inside. I provided a blanket to be used to protect our door. Once the tank was in my partner noticed that there was a gouge and some scratches to the right lower corner of the door. This is a brand-new door that was just installed in January 2024 in a low traffic area of our home. I am certain the damage was not there prior to the installation of the hot water tank. I have been communicating with Reliance since August 27, 2024 about getting this damage fixed. They requested a variety of documentation to process my claim which I submitted in full on October 24, 2024. I was told it would take 6-8 weeks from this time to receive a response. It has now been over 5 months with no response or resolution. I have followed up by weekly for the past 6 weeks and they have stopped responding to all communication.

  Business Response

  Date: 14/04/2025

  Thank you for bringing the customers concerns to our attention.  We apologize for the delay and in order to assist you as quickly as possible please forward me all communications regarding your claim to ********@***************.com - Gemma

  Customer Answer

  Date: 16/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is a satisfactory first step. I am not ready to say that I am completely satisfied as there has still been no resolution. I will forward all information to Gemma as requested and see where it goes. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6th, 2024 at 4PM, a Reliance Home Comfort technician who was at my home to do some electrical work involved in a heat pump installation backed his truck into my deck causing damage to the fascia surrounding the deck. Reliance admitted fault, and provided a check for $472.50, which does not fully cover the damage. The total damage to the deck came to $3006.15. The Reliance truck hit a single panel on my deck, which a contractor did quote to replace at $472.50. However the contractor was unable to repair that single panel for $472.50, as after two separate tries fabricating and painting panels, he was unable to match the colour to the remaining panels. The contractor did not bill me for his trips and time, as he was unable to complete this job. I made every attempt to replace a single panel and do so in a cost effective manner, however after 2 fabrications and paint jobs, the contractor advised that it was not possible. As such, I replaced all panels on the fascia so that the colour was uniform. Replacing all the panels came to $3005.15. Reliance has refused to pay the remaining $2532.65.

  **Update**

  *** ********* ********** ****** *** ************** **** ******** **** ******** 
  
  *** Gmail correspondence; Reliance has offered additional money, but is still not offering to compensate me fully. They are also asking me to sign a full release and confidentiality clause, which I find ridiculous. 
  
  *** ********* photos showing the damage (close up), the look of the deck with the dented panel, one of 2 attempts at replacing a single panel, and work that was done to replace all the panels.
  
  Thank you so much for looking into this. 
  
  Thanks,
  
  ******** ****** *** *** ****

  Business Response

  Date: 13/04/2025

  Thank you for providing the information regarding compensation for damages.

  We understand the inconvenience this situation has caused and appreciate your patience. However, we would like to clarify that Reliance Home Comfort is not an insurance company. As such, we are unable to provide 100 percent of the quote for damages. We remain committed to assisting you within the scope of our services and responsibilities. Please continue to work with our claims department and they will be happy to assist.

  ~Nicole 

   

  Customer Answer

  Date: 13/04/2025

  
  Complaint: ********
  
  I am rejecting this response. Reliance was quite happy to pay 100% of the damages when they received the first quote. However, after attempting the repair twice, that company was unable to repair the damage at that quote. Reliance needs to fully compensate me for the damage their driver caused. If they can not do so, I will file a claim in court. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave Notice of Termination of my account on Feb 10, 2025. I had my rental water heater replaced on Feb 11, 2025 with a purchased replacement (not from Reliance) The contractor (agency appointment reference# ********) returned the old rental equipment Feb 12, 2025. No confirmation of the rental equipment return has been received (contrary to what the information on the Reliance website indicated). No final invoice has been issued and therefore no partial refund for the billed but unused portion of my previous invoice (up to March 4, 2025) has been received. A new invoice for the period Mar 5, 2025 to June 3, 2025 was issued (for equipment that had been returned since Feb 12, 2025). By phone on Mar 6, 2025 I was provided confirmation that the equipment was indeed returned on Feb 12, 2025 and that I could ignore the latest invoice since a final invoice would be sent by 30 days after the account closure (so Mar 14, 2025). I also cancelled pre-authorized payment. on Mar 6, 2025. (confirmation #********) On Apr 1, 2025 in another follow-up call I received all the same confirmations except this time with another week or two's deadline for fixing the mess. (confirmation #********) In a nutshell, my complaint is that customer service at Reliance is close to non-existent and I've been waiting almost two months for my refund/billing adjustment.

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention. 

  Typically, the processing of a tank return and account closure may take 1–2 billing cycles. Upon further review of the customer’s account, the account has now been closed, and the charges have been reversed to reflect the February 11, 2025, date of return. The account is closed, and no further billing will be issued to the customer. 

  Additionally, the balance on file has been cleared, and a remaining refund of $19.35 will be sent to the customer’s home address. The customer can expect to receive the refund within two weeks. 
  

  We sincerely apologize for any delays experienced and can assure the customer that this matter is now fully resolved. -Hailey 

• Initial Complaint

  Date:31/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1- On July &, 2024 I received a service for a clogged pipe. 2- We agreed $269 + tax on the phone for the pipe cleaning and then final bill was $880.27. They refuse to adjust the bill. 3- The technician did not have the right tools in the beginning and carelessly created lots of mess in a radius beyond 30 feet from the sewer cleanout location, He refused to remove his garbage and washed his equipment which use in sewage on my lawn without my permission. They refuse to provide and compensation. I'm disputing the final bill fundamentally and I believe they need to provide the cost of general and carpet cleaning plus garbage removal.

  Business Response

  Date: 03/04/2025

  Hello, thank you for bringing this to our attention. The technician clearly explained the pricing: "main drain auguring with video" was required, and the charge was $679 + tax. The technician also informed the customer that this was the base rate for an hour, with an additional $100 charge per hour after the first hour. The customer verbally confirmed their agreement to the price before the technician left to gather the necessary equipment to complete the job. The technician spent over 4 hours at the service call, ensuring the job was done thoroughly and properly. Over 40 feet of the main drain needed to be cleared, and a camera inspection was conducted at the end to ensure customer satisfaction.
  Once all the work was completed, the technician totaled the base cost ($679.99 + taxes) and the extra 3 hours for a total of $979 + tax. The technician applied a $200 credit, making the total $779.00 + tax. As a result of our findings, we will not be removing the charges, as they are valid.
  If the carpet was damaged and garbage was left behind, we kindly request the customer to provide pictures of the damage. - Karen

  Customer Answer

  Date: 07/04/2025

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

  1-Technician never mentioned $679 + Tax and I never agreed to this amount; However, I insisted reliance multiple times to provide a recording of conversation on the phone where reliance mentioned $299 plus a membership discount which would end up $269. It is worth to mention I had another person lined up and I only cancelled that because $269 from reliance sounded good to me.
  2-There has been zero conversation regarding $100 charge per hour and I’m not sure Karen confused my case with someone else’s case as it is for the first time ever, I'm hearing such a claim regarding the hourly charge. I have ********** ******** the conversation with reliance and clearly there is no mention of $100 per hour charge either.
  3-Technician has left the property twice (each time about 1-2 hours) because he mentioned he needs to “bring the necessary tool”. I don’t know if he was really looking for a tool or was taking care of another business. What I know when he “brought the right tool”, it took him 10 minutes to clear the pipe. Again it is the first time I hear they also charge hourly but even if that was true, I don’t believe I should pay for the time technician was not at the job site.
  4-I have already provided reliance with the picture of the garbage which technician left behind even after I asked him to remove it, and invoice from carpet cleaning company and picture of the mess technician created. They are all also ******** in the original complaint. If anything else is needed, I can provide.
  5- I would like reliance to provide a recording of call on 2024-07-07 when we discussed the pricing.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/04/2025

  
  As previously indicated the technician on site advised the customer of pricing BEFORE starting the work required. Given the work has already been completed we will not be removing the charges. - Karen

• Initial Complaint

  Date:27/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a home at *** ******** ** * in Kitchener, but never closed it as the builder was gracious enough to take it back. Reliance had some contract with the builder which was supposed to be transferred to the new owner, but since I never owned this property it should have got changed either to the builder or to the new owner Reliance kept calling me about this property for more than an year now and when I told them that I never owned this property and asked them to go back to the builder, they would say Yes and after a few weeks again call me back. This happened over a period of one year. Finally a few months back I got a call again from Reliance I told the rep that I never owned this property, she was kind enough to listen and made a note that I should not be called again for this issue. Now I got a call from Credit Bureau that my account has been sent to collections and that I owe more than $13k I did mention to the agent at the collections that I never owned this property and he said that he is going to get back to Reliance and get it sorted out. I don't have any confidence in Reliance as they don't listen to their customers nor to their employees and I somehow suspect that they are going to affect my credit history with their approach and it will turn out to be a long battle I request you to intervene and get this resolved as I have completely failed to do so with my logical approach and unfortunately I cannot provide any documentation that I do not own that property

  Business Response

  Date: 03/04/2025

  Thank you for bringing the customers concerns to our attention.  The account has been removed from third party collections and is currently under investigation.  Reliance was not notified by the builder and the customer will be contacted within 10 business days by a case manager.  Compensation will not be provided- Gemma

  Customer Answer

  Date: 03/04/2025

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

  While I accept the decision to remove from collections and close the account, I DO REQUIRE the COMPENSATION.

  I have faced the harassment from their customer service and in spite of repeated requests to check with the builder on phone and emails, the company never bothered to check on their end with the builder but rather just kept on harassing me. I had even told their customer service that they cannot take it to collections as I do not even have an account with them, yet they didn't listen to me and sent it to collections

  Fortunately I came to the country just in time to receive the call from collections, otherwise I wouldn't even know that the account has gone to collections and I would be dealing with a disaster to clear my history for no fault of mine.

  Hence I do need the compensation.
  
  Sincerely,
  ****** *****************

• Initial Complaint

  Date:25/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, I am filing a complaint with Reliance Home Service. I have been renting an Air Conditioner unit from them that is past the useful life of the equipment and yet they are saying that it will cost over $700 to buy out the equipment. They shared with me that the purchase price of new equipment is $4904. If they are complying with ****** ******* ************ **** then this equipment should be depreciating at a rate of 20% / year. As such, the fair market value of the equipment would be $0 after 5 years. I have had the equipment for over 15 years. Further, others in my building have been able to buy out the equipment for $100. Given the units were built at exactly the same time, the prices should be the same. This is ************** pricing and they are not able to tell me why my buy out would be more.

  Business Response

  Date: 25/03/2025

  Thank you for bringing this to our attention. I have informed the customer that the equipment buyout is $1050 plus taxes. We offered a 30% reduction, making the buyout $735 plus taxes, but as a goodwill gesture, I have waived the taxes. We will not offer the buyout for $100. Additionally, the customer can return the equipment at no cost, and they have the drop-off location. - Karen

  Customer Answer

  Date: 25/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: others have gotten a price of $100, so I am not clear why I am being charged significantly more. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 26/03/2025

  As communicated to the customer, we are not authorized to discuss buyouts of other customers. The customer's buyout remains at $735.00. - Karen

  Customer Answer

  Date: 26/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: the company could not provide any reasonable calculation as to how they arrived at the fair market value of the equipment. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 27/03/2025

  The below was communicated to the customer.

  The price at which you may buy the equipment will be equal to the greater of the depreciated fair market value of the equipment as at the date you buy the equipment (as determined by us on a straight-line basis in accordance with the then Canadian generally accepted accounting principles and assuming, for the purpose of such determination, that the equipment is valued on an installed basis without regard to the cost of removal and has been maintained as required by this agreement). - Karen

  Customer Answer

  Date: 27/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: while this response explains general accounting, it does not explain how the ridiculous price of $735 was reached. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 28/03/2025

  The buy-out price is calculated based on the fair market value determined by Reliance Home Comfort. This value is then depreciated using a straight-line method. The fair market value of the equipment reflects the retail selling price of the package, which includes the cost of the equipment, warranty, and installation expenses such as labor, materials, and consumables. - Karen

  Customer Answer

  Date: 28/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: this is the same response that the business sent me to the last email. I am still not satisfied. The buyout price they are offering me is completely fraudulent.
  
  Sincerely,
  
  ****** *********