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:26/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/03/2024

  Type:Sales and Advertising 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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 signed a contract with Reliance Home Comfort for renting furnace and air conditioner units in Aug 2022. I sold my house with those units in Feb 2024 requiring me to purchase those units and pay all the outstanding balance as part of the purchase agreement. I purchased those units and paid all the outstanding amount on my account on Feb 27-28 (split the payments to ensure they get processed $13707.56). I called the customer service representative to obtain the letter that I have purchased the units and have no outstanding balance on my account and I was asked to wait 24-48 hrs for that to be emailed to me. I called after 48 hrs and then again after 2 days (after the weekend) and still I haven't received any email from the company with their recommendation is to wait for that email to be available by end of the day. As there have been many calls and several delays to obtain the email confirmation required for me to close my house completely and funds to process, I am filing this complaint. I have also requested information using Reliance Home Comfort form twice and have also submitted my feedback / complaint. There have been no action on my feedback / complaints / requests and several calls to the company. Reliance charges penalty if the dues are not paid by the due date but they are comfortably delaying sending confirmation email for days and not taking actions on the request.

  Business Response

  Date: 15/03/2024

  Thank you for providing the information. I have attached a letter for the buyouts for your property. We have have received payment and the account tis closed and at 0.00 balance.

  ~Nicole 

• Initial Complaint

  Date:06/03/2024

  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.

  Regarding the illegal and hazardous installation of a furnace by Reliance. For the past year, our household has been unknowingly exposed to life-threatening conditions, as the improperly installed furnace has been leaking Carbon Monoxide, endangering the lives of our family members, including my wife, who is diabetic. The situation came after Reliance's annual maintenance visit, whereupon discovering the dangerous conditions, they promptly turned off the furnace, leaving us without heat in March. Instead of immediately addressing the issue, Reliance promised to return the next day for repairs but failed to fulfill their commitment. Reliance failed to provide a clear explanation of the specific dangers posed by the faulty installation and neglected to red-tag the furnace, leaving us in the dark about the severity of the issue. In light of these egregious breaches of contract and the potential threat to our lives, we have sought the assistance of a third-party service provider who has inspected the furnace and appropriately red-tagged it due to the severe safety risks. It is deeply troubling that we had to resort to external intervention to ensure our safety, as Reliance failed to take decisive action. We have taken this matter seriously by filing a complaint with the Technical Standards and Safety Authority (TSSA) for a thorough investigation. It is our hope that the regulatory body will hold Reliance accountable for their actions and ensure that such life-threatening negligence is not repeated. Given the gravity of this situation, we feel it is necessary to terminate our contract with Reliance. How can we trust a company that, through its negligence, could have caused harm to our family? We demand an immediate resolution to this matter, including a release from our contract and compensation for the distress and inconvenience caused. We implore Reliance to take immediate and appropriate action to rectify this situation, ensuring the safety of its customers.

  Business Response

  Date: 15/03/2024

  Hello and thank you for bringing this to our attention. I can confirm a thorough investigation has been completed and below are the findings.

  On March 2, 2024, a technician attended the residence for a maintenance call, they found some minor issues to which some parts would be needed. Technician left the customers home with furnace turned off due to part replacement. Technician advised the customer that furnace was in non-working order and that he would return to replace the part. Technician tested the carbon monoxide readings in the home to find that there was no risk to customer. Technician explained to the customer that it was a Reliance responsibility for this rental furnace to repair/replace any parts needed and therefore told them to leave furnace off.

  Technician returned on March 5th to replace the part as instructed and proceeded to turn on the gas and ensured that the customer home was left with a working/safe furnace.

  The customer had a consultation from a third-party HVAC company who left the gas capped off after trying to run the furnace knowing that it was left in non-working condition.

  At this time, we are prepared to offer the customer a buyout for the equipment for $4867.50. if the customer is wanting to go ahead with a buyout, they are welcomed to email me directly *******@****************com - Karen

• Initial Complaint

  Date:01/03/2024

  Type:Billing 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.

  I purchased my home at **** ***** ** in Nov 2022. The home has a water heater which was not listed as a rental in the purchase agreement (********** *** ********* ** ******** *** *********). However the water heater had a sticker that said it was a rental and property of Reliance Home Comfort. I called Reliance on Jan 6, 2023 to confirm and the agent would not give me any information until I transferred the account for my address into my name. After that I was informed that it was a rental and I would have to buy it out to own it. I was told to email over a copy of my purchase agreement, and the agent who received it said that since it wasn't listed as a rental by the previous owner, that it was the previous owner's obligation to buy it out. She said Reliance would handle it from there and close my account (********** **** ******** **** ******* ************* ********). I never received any bill nor paid any money to Reliance. On Sep 28, 2023 I started to receive automated phone calls from Reliance informing me that there was an unpaid charge of $79.10 on my account and if I did not pay it would be sent to collections. Over the next few months there was a series of back and forth where I would call Reliance, the agent would say they would remove the fee and close the account, and then within a month I would receive another automated call (********** ********************************). On Dec 12, 2023 I received both a call and a text (********** ********************************). On Dec 21, 2023 I had a long call with Reliance where I was told that the problem would be solved once and for all. I requested email confirmation which was received (********** **** *** *****************). I thought this was resolved, but today (Feb 29, 2024) I received another text (********** ********************************) that there is an outstanding charge. I have tried many times to get a resolution from Reliance but have been unsuccessful. Happy to provide more details as needed.

  Business Response

  Date: 11/03/2024

  Thank you for brining this to our attention and do apologize for any inconvenience caused. 

  we have reversed any charges and removed the water heater from billing. I do apologize for any frustration.

  Thanks Nicole 

  Customer Answer

  Date: 12/03/2024

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:26/02/2024

  Type:Customer Service 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.

  In approximately 2018 or 2019, my husband, ****** ******* ****, had a water softener installed in our home to treat our hard water from our country cistern source. I developed a heart condition and could no longer use this equipment, which treated the water with salts. Reliance removed the water softener. On October 28, 2020, an Iron Filter was installed. I was not aware of this, but my husband apparently had signed a contract (84 month term) to have this installed. The Iron Filter is not being used in our home as it is not compatible with the cistern system. When it runs, we can't sleep because of the noise and we don't have enough water left to shower or even use our toilet, creating a sanitary health hazard. On April 30, 2023, my husband ****** passed away after a battle with an aggressive form of cancer. ****** carried all costs of our home and paid all of our bills. After his death, I've had to ask my sons to help me stay on top of our costs. Before his death, ****** made multiple unanswered requests to have the Iron Filter removed. When I transferred the Reliance services into my name, I was unaware of any Iron Filter rental as it was not on any of ******'s bills or my initial bills. Recently, I have asked my son to help me have this removed from my home. After making this request, Reliance began charging me 49.99 per month for the rental. This is after I was told over the phone that Reliance would send someone to remove the Iron Filter. When my son inquired about the rental, he was told we would have to buy out the contract for approximately $2,000.00. As I am now on a fixed income, surviving on my CPP and OAS payments, this is a significant amount of money. I cannot use the Iron Filter Rental in my home and I did not sign any contract for the rental. When I transferred Reliance's services into my name, I had no idea this filter was being charged to us. It wasn't until approximately nine months later that Reliance began to charge me for this rental.

  Customer Answer

  Date: 29/02/2024

  Please accept this email update as my indication that the complaint as against Reliance Home Comfort has been resolved to my satisfaction. Thank you.

• Initial Complaint

  Date:22/02/2024

  Type:Customer Service 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.

  Hello, We are filing a complaint against Reliance Home Comfort. We rent an air conditioner from them. Until last year we were under contract with them. We are now off contract and wish to cancel the service. We contacted Reliance in December 2023 and informed them that we wanted to cancel the service and have them remove the air conditioner. An appointment was booked on December 6, 2023. Reliance canceled the appointment on December 6, 2023. They booked another appointment for December 8, 2023. They again cancelled this appointment. We were told by Reliance that we would not be charged for the rental of the air conditioner since we had called to cancel the service. Reliance continues to charge us for the air conditioner despite calling them to remove it. We again called Reliance on February 15 to book another appointment to have the air conditioner removed. Reliance booked another appointment for February 21. Reliance did not call to cancel the appointment. They simply did not show up. Reliance continues to charge us despite confirming that the service was canceled. We request your assistance in getting Reliance to come and remove their air conditioner from our premise and stop charging us for this service. Regards, ********* ******* *** **** ****** 

  Business Response

  Date: 02/03/2024

  Thank you for contacting us and I apologize for the inconvenience. We tried to call customer on February 21 the day of the appointment however there was no answer, we always call before attending and if we are unable to make contact we do not attend. I will call customer this week to arrange an appointment.

  Thanks Nicole 

  Customer Answer

  Date: 12/03/2024

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

  The company that Reliance Home Comfort subcontracted to remove our air conditioning, did not call us. *** ********** **** *** **** ***** **** *** **** *** ****. My partner and co-owner of our townhome ********* booked this appointment with a Reliance representative for Feb 21st, as they requested she supplied them with her phone number. ********* had booked off the day from work and was home, they did not call (see attachment of her cell phone log from Feb 21st). She contacted Reliance at 12:37pm to notify Reliance that no one called or showed up. The representative from Reliance confirmed with her that she would look into and call her back. ********* did not receive a call back from Reliance.  We cancelled our contact on Dec 1st. Since then, Reliance has booked three appointments with us, ********* booked off three days of work for this, every time no one has called, no contractor has showed up. Reliance has continued to charge us since Dec 1st, for an air conditioner whose contract we cancelled (confirmed by Reliance, reference #********). Today, we received another bill from Reliance, threatening to go to their debt collection agency. Reliance Home Comfort your net worth is 2.8 billion, we are asking you as loyal customers, to make this right. Book an appointment (Nicole did not contact us to re-book), have the contractor call us (or, if we’re away from our phone, leave a message), remove the air conditioner, and we are asking this company to do the right thing and remove the amount due from our closed account.  

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

  Reliance Home Comfort Bill, March 12.

  Dear **** ******,
  Amount Due: $177.85
  Despite our previous reminders, the above amount due remains unpaid. We would appreciate you making this outstanding payment within 5 days of receiving this e-mail. It is urgent that the past due amount is brought current to avoid your account from being transferred over to our debt collection agency. This could have significant negative impacts on your credit profile. 

  The response from Reliance, we reject their answer.  

  “Thank you for contacting us and I apologize for the inconvenience. We tried to call customer on February 21 the day of the appointment however there was no answer, we always call before attending and if we are unable to make contact we do not attend. I will call customer this week to arrange an appointment. Thanks Nicole” 

  Business Response

  Date: 28/03/2024

  Thank you for providing the information and I do apologize.

  I have confirmed that we picked up the unit March 13 I will have it removed so that it will no longer bill.

  Thanks Nicole 

• Initial Complaint

  Date:22/02/2024

  Type:Billing 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 purchased a home that is using Reliance Home Comfort water heater rental in Sept 22, 2023. My husband set up the account. Account number ***********, for address ** **** ****** ******* ** *** ***  From September 2023 onward we were being charged for a "System Protection Plan" for $19.99/mth for our air conditioner and furnace (neither of which are rentals through reliance, they are both owned by us). They discounted it for months October and November 2023. They started charging us for this plan December 2023 onward. In January 2024 I called Reliance to find out more regarding these charges. I was told they had "verbal consent" to sign us up for this plan. I asked to have a copy of the contract sent to us and was told it did not exist but was sent a Welcome Letter (********). I asked to have a recording of the verbal consent given to me and they could not provide it. I said they have signed us up for this plan without our consent and we would like it removed off our account. They told me it is annual terms and would be required to pay out the remainder of the year if I'd like to have it removed. After reviewing the Welcome Letter, it clearly states monthly terms and written notice can be provided at any time to cancel this plan. I sent a letter to our local Reliance Home Office on January 30, 2024 as per the terms of the Welcome Letter. (********). They continue to say the issue is "under investigation" and refuse to remove the plan from our account. They also stated they would not charge me for the plan for until it was resolved but I have been charged since (********). I would like this System Protection Plan removed off of my account.

  Business Response

  Date: 07/03/2024

  Thank you for bringing the customers concerns to our attention.  I am confirming the system protection plan has been cancelled and removed from the account as of March 7 2024.  The plan was set up September 19th 2023 and became active October 2023 and the customer was provided with two months free.  The customer did contact us on November 10 2023 to schedule a no heat service call under the heating plan at 7:05am, the customer did call us back the same date at approximately 12pm to advised the furnace was working again and to cancel the service appointment.  I am confirming no termination fee has been billed.- Gemma

  Customer Answer

  Date: 07/03/2024

  
  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.
  

  In regards to the call placed on Nov 10, 2023. We thought the furnace was rented with reliance and called to place a service call. After we spoke with our real estate agent that confirmed it was owned. We immediately called back to cancel the service call. Neither time, on either call, was it mentioned to us that we had a system protection plan that would cover the service call. We ended up hiring and paying a local HVAC tech and would not have done so if we had known this free service was available. 
  

  Thank you kindly. 
  
  Sincerely,
  
  ****** ****** *** ***** ******

• Initial Complaint

  Date:21/02/2024

  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.

  Reliance sent us a contract for a boiler system back in November to replace heat pumps that do not function as we were rold they would. I have already filed a complaint with the BBB please check that. They also told the BBB that they were ready to install the new boiler. I agreed to the terms back in November and have been trying to get this done since then. My house is 58 degrees and dropping. We are about to turn our gas back on and withholding payment until this gets dealt with. ******** *** * *** ****** *****. I have many more if needed.

  Business Response

  Date: 01/03/2024

  Thank you for brining this to our attention and apologize for the frustration caused.

  I have followed up the service manager regarding the install of the boiler. We have spoken with ***** and advised we will remove the heat pumps for $959.00 and the customer has agreed. We will be installing a new boiler, we will be contacting the customer to arrange the install.

  Thanks Nicole 

• Initial Complaint

  Date:13/02/2024

  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.

  Existing Reliance customer over 8yrs in current home in which we inherited an existing rental tankless water heater with Reliance installed sometime in 2014. Also have an existing water softener installed since 2019. Requested buyout/purchase price buyout for both rental equipments. Reliance “Solutions Rep” quoted $1661.10 incl HST buyout for water heater which is now 10yrs old + previous and ongoing monthly payments applied. The water softener buyout quoted is $2067.90 incl HST The monthly payments for the water heater and softener are $43.61/mo and $23.99/mo respectively. 43.61/mo x 12mo x 10yrs = ~$5233.20 in total payments Reliance has now received for this water heater - way more than a new one including install. 23.99/mo x 12mo x 4.5yrs = ~$1295.46 in total payments received for the water softener - absolutely extortionate and unreasonable to now charge $2067.90 for buyout - again more than the cost of a water softener and install via contractor. These purchase to buyout equipment is not clearly noted or identified in any current or previous bills. It is unreasonable for a customer to not have any proof/documentation of how Reliance arrives at these purchase/buyout figures. Canadians are being ******* and ****** *** terms & conditions aside - these are ****** contracts that keep customers renting in perpetuity while Reliance can continue to charge more indefinitely. The buyout price for these equipment should not be nearly this high and these practices should be reviewed by Reliance, BBB and any other consumer regulator.

  Business Response

  Date: 22/02/2024

  Thank you for the information and apologize for any frustration caused. I have reviewed the account and the units are on contract and the buyout is a valid charge, the contract has been sent out to the customer. Customer called in inquiring about the units and the buyout and a goodwill offer was given to the customer, 3 months credit to the account for both rental units in which the customer accepted. If the customer wishes to buyout the units I can offer 10% discount off the price.

  Thanks Nicole