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.

close

Find a Location

Reliance Home Comfort has 36 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:25/01/2024

  Type:Order 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.

  BLUF: Signed up by a phone sales rep to a protection plan (1-yr term). No chance to opt out of it: no paperwork delivered to me. The 10-day "review" is over, customer service saying 'nothing we can do, it is past the review period' $780 but NO details. Service is nowhere in my online account, either.
  
  Long Version: Bought a condo, assumed the hot water tank rental and became customer of Reliance Home Comfort
  THURS 4 JAN
  Sales rep calls offering protection services for my furnace. I'm assured that if I signed up, I'll be sent the contract details to review, and have ten days to opt out if not for me. ~$19/mo plan.
  
  During 'do you accept the terms?' portion of the call, rep mentions electrical and plumbing can be covered (~$45/mo), and that those services also have a 10-day review. I *double-check the services I don't want can be omitted before agreeing.
  
  I agree to take a look at the 3 plans.
  I agreed to receive the terms by email (*SHOULD have requested mail).
  I confirm my email address (the same as on my Reliance account).
  
  After I agree and right before hanging up, I'm told "protection plan details will be emailed in 2-3 BUSINESS DAYS." At this moment, I regret the whole call. I have now verbally agreed to something and unable to confirm receipt before ending the call.
  5 - 12 JAN
  Check email for contract, incl junk mailbox. It has not arrived.
  13 JAN
  Call the sales number: "******" autoreply
  14 JAN
  Call to Reliance: outside support Hrs
  15 JAN
  Explain situation, ask for help: not his department, call back before 5pm EST
  Ask where I can find contract details in my online account: not available
  19 JAN
  Got right dept (1st day home by 5pm)
  Rep says note on file says 'email was sent' **did not tell me what date email was sent
  Told terms can be resent, will arrive 3-5 business days!
  Tried to cancel entirely, and was told I could not
  Have voiced unfairness, waiting on call back. not optimistic.
  Adding complaint here so issue visible - it's not a unique instance.

  Business Response

  Date: 02/02/2024

  Thank you for brining this to our attention. 

  I have looked into the account and see that the protections were added and on the call you agreed to these plans. These plans are a 1 year term however I have gone ahead and cancelled these plans moving forward, you will no longer be billed or will not have the remainder amounts billed out to you. Please also keep in mind you will no longer have coverage on your property. 

  Thanks Nicole 

   

  Customer Answer

  Date: 07/02/2024

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

  The resolution is a partial one.
  

  One of the two aims was to have the service agreement cancelled. This has been initiated in the response- thank you.

  In order to complete this aspect - I’d request a written confirmation of this cancellation be mailed to my mailing address on file, please. 
  
  The second part of the resolution was not addressed at all: “correction to Reliance business practices: paperwork emailed immediately to customer (require positive confirmation of electronic receipt), and any services registered for added to online account profile”  

  I don’t want to keep this complaint open for the full solution to come into force but I do expect a response that shows the entire complaint was read or considered past simply reversing the fees. 

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

  Business Response

  Date: 01/03/2024

  Thank you for your response,

  Your plans have been cancelled as a goodwill as you agreed to them, In regards to confirmation you will see it on the next invoice that is sent out along with here on the BBB. Regarding our practices and having our policies changed, we appreciate your feedback and anything that needs to be upgraded or changed we will handle internally we don't not contact every customer when feedback is provided.

  Thanks Nicole 

  Customer Answer

  Date: 05/03/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  The tone of response is dismissive at best, but I accept that this is the extent of resolution possible in this forum. 

  
  Thank you, 

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

• Initial Complaint

  Date:25/01/2024

  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 rent from this company. I pay monthly and it is automatically deducted from my account.
  On two occations, they have charged me late payment penalties.
  I have no control on how they access my funds and should not be paying interest.
  The first time they refunded and apologized but it happened again and they only refunded $0.34 of a $2.20 charge.
  ****** **** **** ** *******.

  Business Response

  Date: 01/02/2024

  Hello and thank you for bringing this to out attention. I
  can confirm the billing date has been changed in order to prevent this from occurring
  again. I apologize for any inconvenience. -Karen

  Customer Answer

  Date: 01/02/2024

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

  They did not mention refunding me the money that was taken.

  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 11/02/2024

  A credit of $1.86 has been added to the customer's account. -Karen

  Customer Answer

  Date: 13/02/2024

  
  
  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:25/01/2024

  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.

  Our monthly reliance bill suddenly increased in June 2023 without our knowledge (from $60.92 to $85.67). We also got charged a large lump sum $264.26 for water heater rental without any advance notice. These changes occurred after we had the water heater tank replaced due to black specks noted in the water we were using. the technicians came and confirmed the issues were related to the old water tank. At the time, reliance reassured us that the tank replacement was part of the service we were receiving at no additional cost. the tank was replaced months before these bills came through. when we tried to dispute these increased monthly bills and the large sum of unexpected charges, multiple service agents on the phone said this was a billing error on their end and it would get fixed. months go by and no action happened. After more than 5 times of calling for the same issue, the last agent said, they would not reimburse any of the fees we had already paid because that is the amount we will be paying forward. the person said the water tank replacement comes with an automatic contract with added cost. however, we did not sign a new contract or were given fine details of this contract before the replacement happened. we would like our monthly bills to go back to how they were because the amount we are paying right now was never agreed upon nor reasonable for the same service we are receiving. this whole process was very deceiving without proper explanation or transparency from Reliance.

  Business Response

  Date: 26/01/2024

  Thank you for bringing the customers concerns to our attention.  The customer is renting a ****** boiler system and rental storage tank.  The pricing was not changed due to any service at the home.  It came to our attention in July of 2023 that the cx was not being billed for the storage tank.  The customer was invoiced on the July 2023 bill for back billed charges on the storage tank and the billing was corrected going forward.  I have reversed the back billed charges for the storage tank as a gesture of goodwill.  As of January 26 2024, the customers account is in a credit status of $298.61.  The adjustments will be shown on the next invoice-Gemma

  Customer Answer

  Date: 01/02/2024

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

  While I appreciate your prompt response and all, before fully closing the complaint case, I would like to have a copy of the agreement or contract for our account # as we never received this info. I would like to review what was agreed upon at the initial signing of the contract, clearly outlining all the services recorded in our monthly invoice. We had inherited Reliance rental contract from the previous home owner and as the current account holder, I believe I have the right to request this document. thank you both BBB and Reliance Customer Service team.  

  
  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 08/02/2024

  Please find the attached terms and conditions which apply to both the ****** unit and the storage tank.  The initial agreement was with the builder and ******** **** ******** and we do not have access to the original agreement.  The customer would have needed to request this from the previous home owner.- Gemma

• Initial Complaint

  Date:24/01/2024

  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.

  Account Number: ************
  
  Account Holder:  ****** ******
  
  Contract # **************
  
  - This complaint is with respect to the furnace/ac (Home Comfort Package) rental.  This Agreement was signed April 24, 2017 and the installation occurred on April 25, 2017.
  
  - On Jan 3rd, 2024, we had an appointment to upgrade our gas meter. This was initiated by ******** *** Inc. and completed by ******** *** ********. My husband was present.
  
  - As a requirement of the meter upgrade an inspection of gas appliances within our home was completed.  We were issued an “A” Safety Violation Notice.  This violation was the result of the exhaust pipe, screwed directly to the furnace at the time of installation (April 2017) not being glued to the next segment of pipe. There was zero evidence that glue was ever applied. The furnace was immediately disconnected and prohibited from use.
  
  - On January 4th, 2024 a Reliance Technician attended our home.  The pipe was glued and our furnace reconnected.  When the Reliance Technician opened the furnace, he showed my husband rust in the bottom of the furnace.  The technician called his manager and my husband was told the furnace needed to be replaced.  The Technician arranged for a “site check” to take place that same evening. 
  
  - A Reliance sales rep attended our home this same evening and  we were told we’d have to enter into a new 84 month rental agreement for the furnace replacement and it not be replaced under the current agreement.
  
  - I spoke with Customer Solutions on Jan 6th.  He was unable to provide any future amounts (e.g. what the buy out amount would be at the end of or at any other time in the contract outside of the current day).  He agreed that buying out the furnace didn’t make sense since Reliance deemed it needs to be replaced.  He was able to confirm Our contract ends April 25, 2024. This representative also stated that if I had a new unit installed, with Reliance, the installation could be inspected by a third party company to ensure a safe installation.   I expressed my upset over how we are being asked to enter in a new contract after issues stemming from an unsafe install and which removed any sensible option to buy out.  I requested to be connected with a manager and requested all communication in writing via my email address on file.
  
  - On Jan 10, 2024, a Reliance Operations Manager  emailed me.  He denied any fault of Reliance, spoke of a thorough investigation done into the gas leak (when we had a co2 leak, not a gas leak) and offered a good will gesture of three months free.  I responded to this email the same day seeking more info on the investigation, attempting to address the financial impact/contact and his goodwill gesture offer.
  
  - On Jan 21, 2024, after no further communication from Reliance, I initiated a formal complaint and request for resolution through the Office of the President and cc’d the Operations Manager(s) in this email.  I plan to rely on my letter of Jan 21, 2024 and the referenced attachments in that letter as supporting documents for the complaint and resolution through the BBB. The business was notified in this letter of my plans to initiate a complaint through the BBB.
  
  - There is a substantial short/long term financial impact in the need to replace the furnace, especially at a time when we are 3 months away from the minimum term of the agreement.  Reliance is only willing to engage in communication about a new rental agreement, purchase or lease with them.  They are not honouring the current agreement, the unsafe install nor the financial implications of thousands of dollars at our expense. In the current agreement we no longer have any option to buy out the unit and to do so now would not may any sense.  Their delays in communication to reach a resolution are also preventing us in proceeding on a replacement with an alternate company.

  Customer Answer

  Date: 25/01/2024

  I am needing to add:  
  
  I have just completed a search through ***/Service Ontario/******* and have found a "no sec interest" lien on our property in the amount of $13,000 from 2035881 Ontario Inc. (a.k.a. Reliance).
  
  Added to our proposed resolutions (#1 and #2) is:
  - The removal of the lien from our property, at Reliance's expense, confirmed in writing.  Upon this confirmation from Reliance that the lien has been removed, I will purchase a Parcel Register (as ai did today) from the *********** to confirm the discharge/removal of the lien. 
  
  Thanks,
  Amanda 

  Business Response

  Date: 01/02/2024

  Hello and thank you for bringing this to our attention.

  We appreciate your reaching out to discuss the termination of your rental
  agreement with Reliance Home Comfort. After careful consideration of your
  request, we are willing to provide you with a without prejudice settlement
  offer to release you from your rental agreement without any further
  obligations. This means that by accepting this offer, both parties agree not to
  use the terms offered as evidence in any future legal proceedings.

  Under this settlement offer, the
  equipment currently in your possession (furnace and air conditioner) will belong to you "as is" and
  "where is." This means that Reliance Home Comfort will not be
  responsible for any maintenance, repairs, or warranties on the equipment after
  the termination of the agreement. Additionally, the equipment will no longer be
  covered by any service from Reliance Home Comfort.

  We understand that circumstances
  change, and we aim to facilitate a smooth resolution for both parties involved.
  If you are interested in proceeding with this settlement offer, please let us
  know at your earliest convenience. We will then provide you with the necessary
  documentation to finalize the agreement. -Karen

  Customer Answer

  Date: 02/02/2024

  
  
  Complaint: ********

  Thank you for your response.

  Although I have selected that I am rejecting the offer through the BBB, I am open to your without prejudice offer to settle. My consideration of your offer is also on a without prejudice basis and not for use in any possible future legal proceedings should we be unable to reach an agreement.
  
  
  I am requesting:
  
  
  - That the documents of your proposed settlement are sent to me by email as soon as possible. This will allow me to review the terms of settlement before formally accepting/signing the offer and seek clarification from you on any term contained in your proposed offer.
  
  
  -  Contained in your proposal, confirmation that this is with respect to all parts of the "Home Comfort Rental" as installed in April 2017.
  
  
  - Also included in the offer the effective date and confirmation the billing will cease for this equipment and no further monies are owed at the time the agreement is signed.  This would be prior to the next billing cycle in February 2024.
  
  
  - I would like included in the offer the confirmation on the removal of the lien from our property and a timeline in which that will occur so I can obtain confirmation through the registrar.
  
  
  - I'm requesting that the BBB file remain open until the terms of the resolution are fulfilled.
  
  
  I look forward to your response.

  
  Sincerely,
  
  ****** 

  Customer Answer

  Date: 14/02/2024

  I just wanted to update you that I received the requested email and document, as per my Feb 2nd response, from Karen at Reliance yesterday (Feb 13) and I also responded to her last evening. 
  
  I did request that communication with Reliance continue throughout this week to reach a resolution, as I remain at a standstill to proceed with any work on the equipment until this is resolved. 
  
  Thanks,
  ****** 

  Business Response

  Date: 15/02/2024

  As requested, mutual release has been emailed directly to the customer. - Karen

  Customer Answer

  Date: 20/02/2024

  
  
  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.

  Communication continued last week with Reliance and we were successfully able to reach a resolution.

  The BBB complaint can now be closed. 

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

• Initial Complaint

  Date:17/01/2024

  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.

  I sold my property and closed the sale in August 2023;
  As of September 1st 2023 the buyer was to assume the rentals of all reliance equipment;
  The buyer created an account with Reliance and assumed only part of the rentals
  When I asked Reliance why the account was still in my name and I am still required to pay the rentals - they replied that the buyer did not complete the required assumption of rentals
  When I asked them to send the documents for the buyer to complete - they refused stating they cannot do that
  When I asked to have my account cancelled since I no longer reside at the property, Reliance informed me that I was not able to do that - and any failure to pay the rentals will result in my credit being impacted in a negative way
  Reliance Home Comfort has refused to assist with either providing me with the assets I am paying for or remove me from the account.
  I have abided by all their terms of services in regards to transferring ownership

  Business Response

  Date: 26/01/2024

  Thank you for providing the information. When a seller sells there home the lawyers need to have the purchasers sign the assumption documents stating that they will take over any rentals at the property, it is up the the purchasers lawyer to have these signed and sent in.

  Can you please provide the address in question.

  Thanks Nicole

• Initial Complaint

  Date:17/01/2024

  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.

  My Reliance Home Comfort bill was always paid through ********, meaning I received a bill from ******** which had a Natural gas charge, and on the same bill, a Hot Water tank rental charge for Reliance Home Comfort. Strangely, In Nov 2023, I received a paper bill in the mail from Reliance Home Comfort. At that time I checked I saw my ******** bill no longer showed the Hot Water Rental charge. I created a Reliance Home Comfort Payee, and paid this through my bank. In Dec 2023, I received in the mail a 2nd paper Reliance Home Comfort bill for twice the normal amount. So I started troubleshooting and noticed Reliance Home Comfort changed the account number which was used with ********. I did not notice the account number change on the paper bill. This explains the 2nd paper bill being twice the normal charge. To dig deeper, I created an online account with Reliance Home Comfort and linked both account numbers, the original ************ and the new ************* to my address. The old account shows as of Sept 26 2023 a balance of $0. It also shows a normal month’s rental payment $41.53 received Nov 24 2023 (the amount I paid in error). If the balance was $0 and a payment is received, then the account must have a credit. I called Reliance Home Comfort to explain the dilemma and asked to have the credit moved to the new account number. The agent tells me the credit cannot be moved from the old account to the new account because the old account has a balance. What I have in writing and can see online for my accounts doesn’t match the conversation over the phone. If I owe money, I want to see dates and times so I understand. At this point, all I understand is the lack of effort to obtain a solution.

  Business Response

  Date: 18/01/2024

  Thank you for bringing your concerns to our attention to review further,
  I am very sorry that this occurred and wasn’t corrected for you.
  I have gotten the payment of $41.53 transferred from account number ************ to the active account number ************. I have also reversed the late fees which
  were on the account. The updated balance owing currently is $41.53, the updated
  balance will not reflect on your myReliance account until your next invoice
  generates as it is not a live-update system.
  If you have any
  other questions or concerns, please call us at 1-866-735-4262.
  Thank you,
  Jessica

  Customer Answer

  Date: 19/01/2024

  
  
  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:17/01/2024

  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.

  I am on a month-to-month lease with Reliance (formerly ********) and had inquired about getting out of the lease. This is a old tank installed in 2009 near end of service life. My account number is ************.
  
  In August 2023 (ref #: ********), I was told that I could exit the contract by buying out the tank for $297 + tax or have them remove and pickup the tank for $300.
  
  In December, when I called to ask for a buyout, they raised the price of the buyout and I decided against it as the tank is nearing end of life.
  
  I have now paid for a professional to drain / remove the tank (it is in my garage). Reliance is now saying that the cost of ending the contract and removing the tank is now $450.
  
  I want them to honor the $300 charge they initially quoted to get out of the contract and pick up their tank (ref: ********)

  Business Response

  Date: 25/01/2024

  Thank you for brining this to our attention, I apologize for any miscommunication regarding the removal fees, The call was pulled and the customer was advised removal options of $300+hst full removal, $300+hst pick up or $0 drop off. I hope this helps.

  Thanks Nicole 

   

  Customer Answer

  Date: 25/01/2024

  
  
  Complaint: ********

  I am glad to see that the company agrees that the final and complete charge should be 300+tax as communicated to me.

  
  I am rejecting this response because an adjustment to the bill [IS] required. Please see the bill sent to me and provide a revised bill showing $300. It sounds like this is just a final administrative step that needs to be completed.

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

  Business Response

  Date: 09/02/2024

  Thank you for your response, once this is processed than a new bill will generated and you will receive it .

  Thanks.

• Initial Complaint

  Date:17/01/2024

  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.

  After having a sales rep provide a quote in writing and settling on an install date, the company changed the install date without consultation and increased the price by$500.

  Business Response

  Date: 18/01/2024

  Thank you for bringing your concerns to our attention to review further.
  I have followed up with our local branch and was advised the original
  installation date was no longer available when our Home Comfort Advisor received
  the request from you to proceed with the order.
  Our Home Comfort Advisor also advised, and apologized, for the error with
  the original quote which was due to the 5” media filter cabinet upgrade request.
  If you would like to still proceed with Reliance Home Comfort for your
  new equipment please reach out to your Home Comfort Advisor.
  Thank you,
  Jessica  

  Customer Answer

  Date: 22/01/2024

  
  
  Complaint: 21143183
  
  
  
  I am rejecting this response because:I have already gone with another supplier. I want my $100+gst ‘service’ fee refunded. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 29/01/2024

  Unfortunately, we are unable to reimburse the Diagnostic Fee of $99+tax
  for the service call which was completed on January 12th, 2024. ID# *******.
  -Jessica

• Initial Complaint

  Date:16/01/2024

  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.

  I purchased my home in June of 2017. The heating system is gas, but the wall furnace is with Reliance. The previous owner, ****** ******* purchased the furnace back in 1992. I was told the furnace was paid off at the time of the house purchase. I took on a maintenance contract with reliance when I purchased the home. In the 7 yrs since, I had 1 cleaning done of my furnace…I was told it was so old that I should just continue to use it until it died, as parts are no longer available. I specifically told the serviceman that the heat blower wasn’t working. I contacted Reliance Home Comfort November 2023 to ask why they claim that my furnace is a rental, then why have I paid for a maintenance fee, when my furnace is 30 + yrs old and if it is a rental then the maintenance should be FREE with my contract. I paid double for a service that I got only ONCE. I spoke with the Customer Resolutions department and Alana, which I spoke to said they mailed out a refund cheque of $1,741.67 and I should receive it before January 4, 2024 .
  I called since then and am never returned a phone call. I had to call another company to have them come to check if my old furnace has a crack as I had headaches . I also had requested Alana get me a sales agent to install a new rental but never got a reply as yet on this subject.

  Business Response

  Date: 23/01/2024

  Thank you for bringing this to our attention. I can confirm the cheque has been issued and is set to arrive within the next 4 weeks. - Karen

• Initial Complaint

  Date:12/01/2024

  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 joined the Reliance Home Comfort program and after the 21 day wait period we had Reliance come out for the repair. We knew exactly what was wrong with our furnace. We told them the sensor needed replacing and they agreed and it was replaced by the service agent. After about 10 mins we heard drilling sounds. We discovered that the service agent drilled 3 holes in the side of the furnace without our permission. He then told us that we needed to replace our furnace because we had a crack in our heat exchanger. He insisted on having a salesperson come immediately that evening, and he also said that it was unsafe and that he really should shut down our gas connection to our furnace?! Incidentally he threatened to do so at 6 pm in Alberta when the temperature was -21c.
  We agreed to having someone come back at 10 am the next day. We immediately called our natural gas provider **** and they sent an emergency crew within 10 minutes to assess the "so-called" crack and possible CO leak! After they spent an excessive amount of time using a camera to search for a crack in the heat exchange, they were unable to find anything. They said there were some light grey lines which were NOT cracks. They also tested for CO and it was zero PPM ( no carbon monoxide) The burner was throwing perfect blue straight flames which is also an indication of no heat exchanger cracks. It should also be noted that we had our hot water tank replaced under 3 years ago but the service agent also told us that we needed a new hot water tank. The water tank is in perfect running condition and as I stated it is not even 3 years old. We firmly believe that Reliance was attempting to sell us a new furnace and hot water tank. The pressure sales was awful, and the deception was an indication of this businesses true motivation behind their "Reliance Home Comfort" plan. Clearly they are replacing furnaces and hot water tanks when it is not needed.

  Business Response

  Date: 12/01/2024

  Thank you for bringing your concerns to our attention to
  review further. I am very sorry that you have had this experience with Reliance,
  we will be reviewing this experience further internally.
  I have submitted the cancellation request on the account for
  the Comfort Protection Plan.
  If you have any other questions or concerns, please call us
  at 1-866-735-4262.
  Thank you,
  Jessica

  Customer Answer

  Date: 12/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******