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

  60 - 113 Cushman Rd St Catharines, ON L2M 6S9

  
• 

  Reliance Home Comfort

  2055 Forbes St Whitby, ON L1N 9X1

  
• 

  Reliance Home Comfort

  4 - 215 Bathurst Dr Waterloo, ON N2V 2B2

  
• 

  Reliance Home Comfort

  8545 Coronet Rd NW Edmonton, AB T6E 4N7

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:03/01/2024

  Type:Sales and Advertising 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.

  Hi there.
  
  In October 2023 I was contacted via telephone by a Reliance sales rep regarding an electrical protection plan. I wasn't comfortable committing over the phone without researching the plan first, but I was told by the rep that if I agreed to the plan, I would receive a copy of the terms and conditions, inclusions/exclusions via email, and could cancel the contract without penalty upon reviewing. I never received this information, but the plan came into effect anyway on November 5, 2023.
  
  Nov 6, 2023- I called Reliance to let them know that I hadn't received the documentation they promised, and they informed me that I could cancel the plan, but I would have to pay for a full year. I explained that I wasn't given the opportunity to review the T's & C's etc. as they had promised before the plan came into effect, and would like to cancel the plan without penalty as they started the contract without fulfilling their commitment. The rep said she'd call me back Nov 10/11.
  
  Nov 20, 2023- no call back from Reliance so I called them and explained the scenario again. They said they'd call me back in 3-5 days.
  
  Dec 11, 2023- no call back from Reliance so I called them and explained the scenario again. They said they'd call me back Dec 13, 2023.
  
  Jan 2, 2024- still no call back.
  
  Thanks.

  Business Response

  Date: 04/01/2024

  Thank you for bringing your concerns to our attention to
  review further. I am very sorry that you have had this experience with
  Reliance.
  I have cancelled the Electrical Protection Plan on account
  number, ************ for **** ******* ****** *********** ******* *** ***.
  I appreciate you
  letting us know of your experience as I have opened an internal case to have
  the phone calls reviewed further internally to see why your request wasn’t completed
  or followed up with.
  I can confirm there
  have been no charges on the account for the electrical protection plan due to
  the promotional months. I have also removed the late fees recently applied. Should
  there be any proration charges on your next invoice please call us at
  1-866-735-4262 and we can apply any needed adjustments.
  Thank you,
  Jessica

  Customer Answer

  Date: 04/01/2024

  
  
  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:02/01/2024

  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.

  Reliance was requested to replace a broken furnace at *** ******** **** Sudbury. The initial agreement was for a rental. I changed my mind and wanted to finance. They installed the unit on October 13th, and I informed them on the same day that I would like the unit to be on a finance contract. They sent all the info for the finance by October 20th (attached). but never switched the contract. They had since stopped replying to my calls emails and messages and the furnace was set up as a rental. The representatives confirmed by text message that my change request was received on the same day the furnace was installed - Oct 13(*** ********)

  Business Response

  Date: 05/01/2024

  Thank you for bringing your concerns to our attention to review
  further.
  I have followed up the local branch and your Home Comfort
  Advisor, Jessy, who has confirmed the payment has been successful and the necessary
  account adjustments are being processed by our administration team.
  For reference, I have attached a copy of the updated purchase
  agreement.
  If you have any other questions or concerns, please feel
  free to email me directly. ******@***************.com
  Thank you,
  Jessica

  Customer Answer

  Date: 14/08/2024

  Summary: I paid in full for a furnace but have now been put on a rental contract and reliance keep contacting me that my account is in arrears and unable to resolve this issue internally dates: Oct 13 2023- Furnace replace by reliance Jan 5 - 2024 - Full payment of $7,004.87 Made to reliance for furnace Current - Reliance is saying I owe over $400 on a rental contract for said furnace

  Business Response

  Date: 14/08/2024

  Thank you for bringing the customers concerns to our attention.  We apologize for the delay in having the account corrected.  I am confirming the account has been closed in full without balance.  The customer will receive one further invoice dated August 14 in the amount of $4.07.  Please ignore this invoice, the rental account ************ is close in full.  If the customer has any further concerns please reach out to me at ********@***************.com - Gemma

  Customer Answer

  Date: 14/08/2024

  
  
  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:02/01/2024

  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.

  Early October I have replaced my furnace with a rental furnace from Reliance. I have agreed with the sales person who visited my place to cancel my old furnace's protection package as the rental one came with a protection plan, I have also returned my old thermostat (which was rental) since the new rental furnace had a thermostat as part of the plan. The agreement, my existing monthly payment would be reduced by 14 dollars for old furnace package (preventive and routine) and 4 dollars old thermostat rental a total of around 18 dollars before tax.
  
  In November I called and spoke to Reliance to ensure the discussion with the salesman were reflected. I was told, adjustments will be made in December for November onwards. Unfortunately nothing changed. I was charged the full amount in November and December (48.72) per month. I was given a reference number for the thermostat which was ******** but was told I did not need a reference number for the cancellation of the old furnace protection package.
  
  My expectation is I am credited back 18 $ for November and 18$ for December plus taxes (36 plus taxes) and my future bills to reflect the reduction i,e instead of 48.72 after tax i.e I should be charged 28$ January 2024 onwards.

  Business Response

  Date: 04/01/2024

  Thank you for bringing the customers concerns to our attention.  I am confirming the thermostat and protection plan have been cancelled and charges billed after the rental furnace was installed have been credited back to the customer.  The credits and adjustments will be reflected on the next invoice- Gemma

• Initial Complaint

  Date:02/01/2024

  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 got a damaged and not working 15 years old water heater at my house. I called the water heater company which one was attached on the water heater levelled. I called the Reliance company for service because it was not working. The customer service person told me there is no account even they can't find any account belongs my address and they refused to come for service. I was hopeless and called ******** & the guy service one time & I paid for the service. It's again stoped working one week later because it's old machine.
  Finally I purchased another water heater & installed it at the beginning of 2023.
  Month of June I found some extra bills coming on my ******** gas bill. I submitted a dispute because I haven't using reliance water heater & they reliance charging for a water heater on my account.
  Last August or September I called reliance company and told them I am not using any service and from your company. So please stop billing me and charging for water heater. I don't have any your products. And last January 2023 your customer service agent told me there is no any account with reliance behalf of my name. That time I called for a damaged not working water heater servicing but your company refused to service. I have now my own water heater. So please stop to bill me.
  Still now I am receiving water heater bill from Reliance. **** * ******** ******* *** ******* the Reliance company charging on me false billing. I want to stop the false billing.

  Business Response

  Date: 03/01/2024

  Thank you for bringing your concerns to our attention for
  further review.
  I am very sorry to hear that the account wasn’t located when
  you were inquiring for service.
  I have reviewed the account further and I see that the
  previous billing for the water heater was through ******** billing. ******** is
  discontinuing their 3rd party billing, and all of Reliance equipment
  billing has been converted to direct billing.
  In order to close the account on our end we would need to complete
  a rental verification service call. To schedule the service call please call us
  24/7 at 1-866-735-4262.
  Alternatively, if you have a copy of a return receipt showing
  that the water heater was returned to Reliance, we would be able to close out
  the account with adjustments back to the return date.
  Thank you,
  Jessica

  Customer Answer

  Date: 01/03/2024

  First of all: I am getting bill for a water heater from reliance company. I haven't used their service after purchased the house because the water heater was damaged and not working came gas smell on it. My full house goes gas smell and we got sick. I called reliance and they refused to come for service. I explained them I am the new house owner and found the water heater from your company but the haven't come for service. I called for service person from ******** and the technician told me that the water heater is too old & it's safety issues for my full family. I was scared and replaced the water heater asap. Second of all: 4 months later I received water heater bill on my gas bill and I dispute on ******** gas and explained about the false billing because I am not using the reliance service. I called the reliance multiple times and asked to come my house the damaged water heater in my backyard and take that one and don't bill me. I spend money for the technician for removing the old one even but don't want any hassle. They never helped me and continuously sending bill for the damaged water. Lots of time I explained them but they ever heard me. It's giving me troubles. I submitted a complained last year at BBB but the reliance company dosen't close my account always sending bill after-all they knows I am not using the water from the beginning of last year. So please helped me to close the matter and I want a punishment for those hassle. I am getting sick for the ********** billing and **********. **** * ******** *** ***** ****** ******** ** * ***** **** *** ** *** ******* **** **** * ****. So please stop me billing and cancel all those false billing behalf of me.

  Business Response

  Date: 04/03/2024

  In order to discontinue the rental account with Reliance the equipment
  needs to be returned to us.
  Please call us at 1-866-735-4262 and a team member can review the
  options with you for the return or pick up of the equipment.

  Thank you,
  Jessica

  Customer Answer

  Date: 04/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called them to take the water tank from my backyard and they refused me to return. Even hang up my call 2 times some customers service person. They are still now sending billing information after knowing the machine damaged and not in service even they haven't come for service when I call for service. My request stop false billing and take the water tank from my backyard. 
  
  
  
  Sincerely,
  
  
  
  ** ****** *****

  Business Response

  Date: 06/03/2024

  I am not seeing
  any recent phone calls on our end for the cancellation and pickup of the
  equipment.
  Please call us at
  1-866-735-4262, option #5 and our team will be able to help you with the
  request.
  Thank you,
  Jessica

• Initial Complaint

  Date:02/01/2024

  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 pay reliance for the plumbing protection plan and for a water heater rental, that was included when I purchased the home. I have been living here and paying them since 2018.
  I ordered a plumber to come and install a new toilet because the old one was leaking, and once they tried to fix it, it still leaked. the floor was destroyed around the toilet. My contractor had to remove the toilet and replace the destroyed floor under it. I ordered a service call with reliance which would be based upon my plumbing protection program, which a service technician had told me they do all work above ground when we are on the program. The plumber came and ended up charging me an outragous price for the work. Installing a new toilet he charged me over 300 and for the new pipes another 400 +. I did not have a choice but to say do the work, because I needed to have the work done. The company did not inform me it would not be included in the plumbing protection plan before he arrived. He charged me for a full install of a vanity, but all he did was half the work for the rough-in, he did not put in the trap, union or trap adapter, and he could not finish the job because the vanity was not ready to go in, but he charged me the entire price. My contractor said the work should be $300 max. Not what I'm being charged. I had to hire another plumber to finish the work and that was another $150. I pay them 24.85 a month so I am covered for plumbing in my house. I was not told this does not cover new toilet install because of damage to old toilet, and new pipes. My original pipes and water switches were destroyed, black gunk falling out of them. That is a serious repair, that I pay for in my plumbing protection plan. Unfortunately, the plumber took the old piping so I do not have a picture of this. Since 2018, I must have paid for the entire water heater now, but the plumber said I am always paying the rental fee, it never ends until I cancel it. then I'm charged.

  Business Response

  Date: 11/01/2024

  Thank you for providing the information and I do apologize for any frustration caused, I have reviewed the account and the service completed. The customer had a leak and we went out to replace the toilet and move the basin for her, once this was completed she needed further repairs, flooring etc. and we do not do this work. To move the basin and piping this not covered under the plan. I do apologize however this is a chargeable call.

  Thanks Nicole 

  Customer Answer

  Date: 22/01/2024

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

  The basin was only half done, my contractor said there was about $300 worth of work done. I had to pay for a second plumber to come and complete the work. I am being charged for the whole amount. and then some. The plumber did not give me an itemized list of the services and prices. All he did was where you see the plastic bits in the plumbing. 

  He did not leave any of the items needed to complete the work. When I had my toilet installed last time I was charged about $95 this time the plumber quoted me $300 to just put it in after my contractor had removed the old toilet that was still leaking. 

  I was quoted by 2 other plumbers this toilet job should have cost about $150. 

  I have paid the company $300 and will not pay any more. They are charging me double, when it should be at least itemized, discounted and properly priced out for only half the work being done. 

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

  Customer Answer

  Date: 31/01/2024

  Thank you for your response. I have paid the bill and contacted their lawyers office over ****** ** and gave him all of my pictures and information. He said he will look into this when he gets back to the office. 
  I just am so angry they are claiming I am lying. When it is they who do not know how to bill. **** ******** *** *** ****** *** **** *********. I'm not sure if you can put them on my claim. 
  
  The bill I signed and the supposed detailed list of work on their end. 
  They are saying my bathroom was gutted. It was not. 
  
  Take care, and thank you again for the help.
  
  ******** 

   

  **Update**

  ******** ** ****** It was not a bare bones install and my bathroom was not gutted. * **** **** ***** ** **** ******* ******* ** *** ****** ******** ****** *** ** **** ** ********** *** ******** ** *** *** ****** ** *** ****** ******** ******* 
  Your plumbing manager is ****** 
  And the confusion if what I signed. It clearly states discount ppp, what was that discount? Your list does not show anything like what I actually signed. 
  
  My apologies for saying I hope you are sammed in this same way so you know how it feels. ******* ** ****** ** ****** ********** **** *** *** ******* *** ***** **** *****. Your company is causing me extreme distress. 
  
  ******** 

  Business Response

  Date: 03/02/2024

  Thank you for the information. 

  The customer has been contacted and explained what the charges are for, we have provided the signed work order by the customer who had agreed to the charges. Customer has reached out to many people within the company and has been explained the charges are valid. She is comparing the charges from one contract to another, not all companies charge the same, we were on site for more than 2.5 hours plus material which equals the amount owing, customer signed and is aware.

  Thanks Nicole 

• Initial Complaint

  Date:02/01/2024

  Type:Product 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 late June 2023 I had a heat pump system installed in my home. Right from the start I was told by the installation team that they do not really know how to install these devices, needless to say I was taken aback by this statement but what else was I supposed to do? Immediately the unit did not work as intended, it would not produce heat. I was told by the installers that they would check with their supervisor and reach out within a week. This never happened. I have had 9 service calls to fix a brand new piece of equipment. I have reached out to the sales man Joe countless times regarding the $500 no frustration guarantee, (he no longer responds to me)
  In September I was fortunately home however noticed that the heat was not turning off, the unit was set to 21 degrees however the temperature inside was 28 degrees. It took several service calls but it has worked since October, today we returned from out of town to find the temperature of the house to be 37 degrees, the thermostat was not changed, it was set to 22 degrees. I could not get the furnace to stop. All of the Christmas chocolate I purchased for my kids was melted to the point it was fully liquid, my two cats were in obvious distress from the heat and had consumed all of their water. I clearly have been provided with a defective system. No one is available to help me today, the company expects my family to live in 37 degree temperatures. I can not continue to miss work to be home for the appointments to service a brand new piece of equipment. This will make it a total of 10 service calls within the first 6 months of owning this system. I would like the system replaced with a brand new one installed by a team that knows what they are doing and I want the $500 I was previously promised. I am truly afraid to leave my home, I do not want to return to dead pets as a result of Reliance’s negligence.

  Business Response

  Date: 04/01/2024

  Thank you for bringing the customers concerns to our attention.  I apologize for the system issues and lack of communication from the customers sales advisor.  I am confirming a technician attended the home December 27 2023.  The technician attending resolved the service issues and re wired the thermostat and found the heat pump working correctly on completion.  Details of the customers concerns were sent to the operations management team for review and a cheque in the amount of $500 was processed January 4th 2024.  This will be mailed to the customer and the usual turn around time is 3 weeks including delivery.  The customer is welcome to reach out to me directly should they have any further concerns to ********@***************.com - Gemma

  Customer Answer

  Date: 04/01/2024

  
  
  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 assuming the cheque is delivered in the stated timeframe.  Thank you for your assistance.
  
  
  
  Sincerely,
  
  
  
  ***** *** ** ********

• Initial Complaint

  Date:02/01/2024

  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.

  Reliance how comfort sales rep Peter B. told us that electric heat pumps would easily replace our gas boiler system as a primary heat source. It was installed in July 2023 and the a/c function worked great but now that it is winter time the heat pumps stop working after -15 degree. I am from timmins it often gets to -40 degree ot colder. When I called Peter to ask what the heck is going on he then told us the heat pumps were never ment to be a primary heat source. And now I am stuck in a 27,000 dollar contract for a heating system that can't heat my home properly during the winter months as I was lead to believe. So this sales rep **** about the capabilites of the product he is selling. I can't afford to pay a gas bill plus this rental fee and the increased hydro bill from this system. I contacted a.lawyer and I can't do anything in court because I can't prove he said they are a primary heat source. I can only prove everything after which I have on text of both him and the district manager admiting they are not a primary heat source. So now I am stuck as Reliance will not let us off the contract even though they know the sales rep is ***** to clients to get them to sign contract. **** ** ******** ******** ********* *** ****** ** *******

  Business Response

  Date: 04/01/2024

  Thank you for bringing your concerns to our attention to review
  further.
  I have reviewed your account and followed up with the local
  branch and can confirm the equipment, which is installed at *** **** ** ******** ******* *** ***, is not intended
  for use as a primary source of heat.
  *** ********** I
  have ******** a copy of the rental agreements for the equipment installed,
  which are both on an 84-month term.
  I understand this
  isn’t the update you were looking for and I apologize for any misunderstandings
  that may have taken place.
  If you have any
  other questions or concerns, please call us at 1-866-735-4262.
  Thank you,
  Jessica

  Customer Answer

  Date: 04/01/2024

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

  They told me it was intended for primary heat source to get me to sign the contract. Only after I signed the contract they said it was not intended for primary heat source. So the sales guy **** ** *** had me sign a contract under false pretenses and when the heat source stopped working in the winter then I was told it was never intended as a primary heat source. I was very up front about wanting to cancel my gas and I ask reliance to provide me options on a primary heat source and this was the system they recommended as a primary heat source. *** ** **** **** ****** 

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

  Business Response

  Date: 10/01/2024

  We apologize for any misunderstandings that may have
  occurred; however, we must follow the terms and conditions for the rental
  agreements.
  Our Home Comfort Advisor advised at the time of installation
  you also had a ********* floor standing heat only boiler with a new electric 40-gallon
  water tank in the home.
  I understand the local branch has also been in direct contact
  with you to review some options of having a new boiler installed, which would
  be the primary source of heat. If you have any other questions regarding this
  please follow up with your Home Comfort Advisor, Peter, who would be able to
  assist further.
  Thank you,
  Jessica

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  there was no misunderstanding or miscommunication. From the beginning I said I needed a new electric heat source that would allow me to cancel my gas. I was very up front about it. Peter told me this was the system to replace gas. He used the words primary heat source. He said it has no issues in the winter. ** ******** ** ***** This is a horrible way to do business. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 18/01/2024

  I understand this isn’t the update you were seeking; however, we must follow
  the terms and conditions for the rental agreements when it comes to discontinuing
  during the rental term.
  If you
  would like to discuss the options further for equipment, as primary source of
  heat, please follow up with Peter directly.
  Thank
  you,
  Jessica

• Initial Complaint

  Date:22/12/2023

  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 or about the 6 Dec 2023 I contacted Reliance Home Comfort Service Dept to inform them that my rented water softener was not working properly and I had salty water in the water pipes. I asked the service rep if I could speak to a technician to explain to me how to bypass the tank. She said no and that a technician would have to come and see the system. The next available date was the 10th of Dec. That date was OK with me but I need to bypass the tank to eliminate salt from getting into my pipes. She once again told me that a tech had to come to do this. I contacted a plumber friend who explained over the phone how to bypass the system. Reliance did not call or show up on the 10 Dec. I called them again and they apologized for the no show. They told me that the service dept would call me with a new date. Friday 15 Dec I called back and they again apologized. I informed them that I put a stop payment on my direct withdrawal from my account for the monthly payment for rental. I contacted them again on the 18th 20th and 22nd of Dec. I was told each time that I would be receiving a call back from the service dept. No calls were made to me. I told them that I would be removing the system and get a new company to supply me with a system. The told me that I can not do that and if I did I would have to pay for the system completely. I have paid Reliance each month for better then 3 years. I just want my system to be inspected and repaired. *** ****** ***** ** **** * **** **** *** ****** 

  Business Response

  Date: 29/12/2023

  I sincerely apologize for the poor service experience and delay in having a technician attend the home.  The service was completed on December 28th and the technician advised that the equipment was working correctly. - Gemma

  Customer Answer

  Date: 29/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Technician informed me that Reliance does not have sufficient plumbing staff to respond to the number of calls received. Even if the work orders are accepted by the tech for that day it doesn’t mean they will respond do to time on the road. The trucks signs say “24-7”. **** ** ***** ***********. The technician showed me the problem and how to fix it. I will not recommend this company.  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:22/12/2023

  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 called Reliance Home to get a water Heater Change, they succeeded in selling me products that I never really needed and assured me that i can cancel at any time. I called them in October to cancel but was told that i signed a 7-year contract which i was never disclosed at the beginning. They were in my home so it was a verbal communication else i would have requested a recorded conversation. I have tried to reach the salesman that i did business with because I am very confident that he never mentioned to me it was a 7 years contract but he would not return my calls. I called the customer service and was told that they have my signature so it is standing. I was made to sign a Digital Gadget of which it was just the signature part that was shown to me, i was not given a disclosure document or contract to read prior to penning down the signature that is now being used against me. I would never sign such contract knowing that i had been talking to realtors to sell the house and move to calgary. I have proof of conversations with realtor that i was going to move and would have never signed up for such a jail sentence if i had been given the contract to read or verbally told it was a 7 years contract. I just want to get out of the contract and they are asking me to pay a ridiculous amount and buy off the Reverse osmosis and water softner which i never bargained for originally. They initially offered me some pecks which took them months to rectify after charging me for months and eventually changed their pecks because i closed an account to merge them all. After reading several reviews and talking to other people, i realize that reliance lack transparency and integrity. I want to get off all their products without breaking the bank in this economy and have my peace back while i move to a different city. Please get Reliance to do right by me and relieve me of the deceit they put me into before it gets out of hand because i am ready to escalate this further.

  Business Response

  Date: 29/12/2023

  Hello and thank you for bringing this to our attention. I can confirm the customer was aware of the contract terms & conditions. I have ******** the signed contracts. The contracts are all valid. - Karen

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did mention that I signed a contract but I was made to give a digital signature which the signatory part was only presented to me to sign without being told what what I was signing, how many years I was signed up for ,  reading an actual contract or given a physical document. I was told that I can cancel at any time and was never ever told it was a 7 years contract. I can confidently say that I was tricked into this contract without full disclosure of what was being signed now I am being held accountable for my signature on it. No worries, it will all make sense one day. 
  
  
  
  Sincerely,
  
  
  
  ********* ******** **********

  Business Response

  Date: 15/01/2024

  We highly encourage all of our customers to thoroughly read the contract before signing. We apologize for any inconvenience this may have caused you, but the charges are valid. - Karen 

  Customer Answer

  Date: 22/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The Salesman directed me towards where to sign without giving me a disclosure to read. I asked what I was signing and he replied that it was just the paper works of which I can cancel at anytime. Again, he pointed towards where I should sign and gave me a digital pen without giving a full disclosure.  I will not accept this response because it is not my fault that i was not given a disclosure or any physical contract , rather I was shown where to put down my signature. If this is how you run your business to get clients, then there is no transparency and integrity to the business . You may have to review your ways and method of equipment disclosure to clients because I can bet I am not the only one that has fallen victim of this circumstance. I hope more people speak up and bring this to light. 
  

  
  
  Sincerely,
  
  
  
  Celestina Ogoegbunam

• Initial Complaint

  Date:22/12/2023

  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 purchased the home in July 2023. I knew there was a reverse osmosis rental but was not aware that we were in a contract for 7 years (date started October 2021). we have since removed the item from under the sink as we have never used it. I called Reliance and they said it would be $1,286 plus tax for a buy out. This is disappointing.

  Business Response

  Date: 29/12/2023

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

  I have reviewed the account and i understand that you were not aware of the terms and conditions however this should all have been advised to you when you purchased the property, it should have been in your purchase and sales agreement and you should have been advised by the sellers realtor. 

  I do apologize the buyout is valid as you have agreed to this in the purchase and sale,

  ~Nicole 

  Customer Answer

  Date: 29/12/2023

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

  I was not told that I was under contract for a total of 7 years. Real estate agent did not make me aware of this nor did the sellers volunteer this information
  
  
  
  Sincerely,
  
  
  
  **** ****