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

  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:26/10/2023

  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.

  On October 18 Reliance plumber snaked out our main drain, he thought he cleared it because there were 1 or 2 small roots attached to his equipment. The next day, the problem of a slow draining re-appeared. I called reliance and booked an appointment to have the drain inspected by camera[and was willing to pay for this service] to verify the problem. The day of the appointment Oct 25th, the plumber called and said on the advice of his supervisor he would not be coming out as they only snake a drain 50 feet and would not use his camera as roots were involved The plumber said his supervisor would follow up and as of this point no one has called If I was aware the only will snake drain 50' I would have called another company I was charged $452.00 and the job was not completed

  Business Response

  Date: 01/11/2023

  Hello and thank you for bringing this to our attention. Our technician
  responded to the initial call on Oct 18th and was successful in
  clearing the blockage and restoring water flow. He deployed 60 feet of coil. We
  do not snake into the towns sewage system. Only to the property line. The
  technician stated that he stayed there with the customer for approximately 30
  minutes while the customer flushed the toilet several times to verify that the
  problem had been rectified and it was. Water was flowing normally. The technician
  then charged the appropriate amount for a main drain blockage. He did note
  roots on the head of his snake, which typically indicates some form of pipe
  intrusion, and he advised the customer that if they have a root intrusion, they
  will likely experience recurring problems down the road. They were also
  advised that we would recommend that they hire a main line specialist to do a
  full examination due to the evidence of roots/vegetation.
  
  Customer booked a new appointment for the 25th. The
  technician called the customer and reiterated to them to call a specialist
  company to investigate from beginning to end, which would include them sending
  the camera system down the pipe.
  
  Our original charge was warranted for a service performed
  with successful results. We have no insight as to what they put down the drain
  after we were gone during the several days after our visit.
  
  The charges are valid and will not be refunded. - Karen
  

  Customer Answer

  Date: 01/11/2023

  
  
  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:26/10/2023

  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.

  In April or May of this year, I had informed Reliance by phone that the closing date on my house would be June 29th, 2023, and that the new homeowners would be the ones to take care of any payments.
  In July I noticed that a payment of $146.55 was taken out of my bank account. I thought that this might be overlap or something, but I called Reliance anyway to let them know and they shouldn't be taking money out of my account. The lady on the phone was very nice (I kinda feel bad about yelling at her) but said that since they hadn't heard back from the new homeowners, someone had to pay. I understand that, but this is not my problem although as i said to her, you're company is making it my problem. I called my bank and had them put a stop payment on anything having to do with Reliance.
  In August, Reliance tried to withdraw the $146.55, but because I had the stop payment in place, it was rejected and returned to them.
  In September, nothing happened with Reliance, so I thought everything was taken care of.
  Now we're in October, and I see that on October 6th, Reliance tried to withdraw $140.92, but it was rejected. The account that they are trying to withdraw from is a joint and because my soon to be ex can't get his stuff together, the account is still open, and doesn't have a big balance sitting in it. Yesterday, they tried withdrawing $198.88, but it was rejected, but now I've been dinged with non-sufficient funds fee of $45.
  Not cool Reliance. As I mentioned above, once my ex gets his banking straightened out, this account will be closed. I'm hoping it's going to be real soon.

  Business Response

  Date: 04/11/2023

  Thank you for providing the information and I do apologize for any frustration caused. Regarding the rental water heater on the account, did the new owners agree to take on the rental if so can you please email me the purchase and sale stating this and I will have the account closed and it moved to the new owners. 

  please email ********@***************.com

  Thanks Nicole

• Initial Complaint

  Date:25/10/2023

  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 had scheduled a return of the rental HVAC equipment ( Heater and AC) with Reliance on August 28th 2023. I have been subsequently charged for the rental in the month of September and October despite numerous efforts on my end to ask them to remove the charge. I have got confirmation verbally and in writing ( ***** ********) that they would escalate and reimburse me but I continue to see the charges remain.
  
  I even asked to speak with the manager when i called a few weeks ago ( Oct 10th or around) to which they said they would reach out in a few days but no one has contacted me.
  
  I am concerned that Reliance continues to charge me for equipment I have returned and no matter my efforts to get them to correct it, they reassure me they will but still are charging me which is not correct practice.
  
  
  ******** ********* 1) email from customer support team advising they will correct the adjustment but I have still been charged after
  2) confirmation of the equipment pick up on Aug 28th which includes the service job number

  Business Response

  Date: 25/10/2023

  Hello and thank you for bringing this to our attention. I can confirm the equipment has been removed from the account and a credit applied for $210.92. The customer is welcomed to reach out directly if they have additional questions or concerns *******@***************.com - Karen

  Customer Answer

  Date: 25/10/2023

   
  
  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:25/10/2023

  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 gave back the water heater that had been rented by the previous owners of my home in June. I received a receipt that they had received it. This receipt has been sent to them repeatedly by partner (****** ******** who is authorized on the account) as well as by ******** (they did the hand off) and they are continuing to charge me for the rental. They are sending bills and notices but we do not owe them any money as we closed the account and returned their property. They do not make notes on our file and so each time we call we have to explain everything from the beginning. They have promised to escalate to management, contact the correct department, and provide follow up calls/emails but they never do. They just send more bills.

  Business Response

  Date: 02/11/2023

  Thank you for brining this to our attention, I do apologize for any delay or frustration caused. 

  The adjustments have been made to the account and the account has been closed off. In regards to your credit report there has been no hit made to it. Thank you for your patience.

  ~Nicole

  Customer Answer

  Date: 03/11/2023

  
  
  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:25/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a water heater rental customer of Reliance Home Comfort for well over a decade. I recently sold my home at ** ****** ** in Toronto, and the purchase will close on Dec. 15, 2023. I am filing a complaint as, on my lawyer's instruction, I need to advise the company of the sale and termination of my rental agreement. To do this, I need to speak to a customer representative. Unfortunately, they leave me on hold day after day for hours at a time, and never answer the phone. This total absence of customer service makes it impossible for me to terminate the account and therefore potentially liable for payment without an end point.
  
  I have tried to find other contacts at the company but their business offices/contacts are completely hidden. And now I understand why - because of the company evidently seeks to be entirely unreachable (unless one contacts the sales line, which cannot help in this situation).
  
  I don't know how to unlock this situation apart from contacting BBB, with which they claim to be in good standing. The company can resolve this matter in the simplest way - by contacting me. I cannot spend another minute on hold with them as I need to work for a living.
  
  **** ** **** ** ******* *** * ***** **** ** ******** **** *** **** ******** ****** *** ********* **** ***** ********* *** ** *********** ** ******** *** * **** *** ******* 
  
  Thank you for your assistance with this matter.

  Business Response

  Date: 27/10/2023

  Thank you for bringing your concerns to our attention to review further.
  I apologize for the extended wait times when you were trying to contact
  us to notify us of the move.
  I have reviewed your account and I can confirm the move request was submitted
  on October 20th, 2023 for the closing date of December 15, 2023.
  The hours of our Moves Department are Monday to Friday 8am-8pm and
  Saturday 9am-5pm. They can be reached by calling 1-866-735-4262.
  Alternatively, a move request can also be submitted on our website. https://**************************************************
  As per our water heater rental terms and conditions; If you sell
  your premises, you agree to inform the purchaser that the water heater is
  rented pursuant to this agreement. You will be released from your obligations
  under this agreement, effective from the date of sale, so long as (i) the
  purchaser is notified in the agreement of purchase and sale that the water
  heater is rented, (ii) you have notified us in advance of the purchaser’s name
  and the intended date of sale, (iii) the purchaser agrees in writing or by
  conduct to rent the water heater on our then current terms and conditions and
  (iv) you have paid us all other amounts owing under this agreement. You
  authorize us to respond to information requests relating to your account made
  by or on behalf of the purchaser.
  If you have any other questions or concerns, please let us
  know.
  Thank you,
  Jessica

• Initial Complaint

  Date:25/10/2023

  Type:Product 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 met with a Reliance Sales Rep Tuesday, September 11 in the afternoon. Rec’d a quote for a 40,000 BTU furnace & heat pump. When asked if 40,000 BTU was enough to heat our home, the Sales Rep assured me it was. When asked how long the quote was good for, according to my husband the reply was “Just today”. When I asked for some time to think about it, the Sales Rep said he could come back that evening, other than that he wouldn’t be available for a while. - That evening we agreed to the furnace/heat pump combo. I also agreed to pay a portion upfront by credit card, and the remainder upon successful completion of the job. Initially the entire amount was charged that evening to my credit card, which over the next couple of days the Sales Rep corrected. - The furnace and heat pump were installed on Monday and Tuesday September 25, and 26. During the installation we also had to engage the services of a plumber to install a new drain, and an electrician to install a switch for the furnace – at an additional cost. We were not made aware of this necessity when given the quote. - The installation crew was unable to get the heat pump to work properly, and they were of the opinion that a replacement unit was necessary. They made the office aware of this Tuesday afternoon, September 26. - The Sales Rep called us on Wednesday morning the 27th to let us know that a replacement heat pump would be installed that day. This did not happen. - On Wednesday afternoon I received an email from Reliance with a completion certificate dated Tuesday September 26 indicating the job was complete, and that I agreed that everything was satisfactory. I replied to the email stating the certificate was in error as the job has not been successfully completed. - I notified the Sales Rep by email at the end of the day Wednesday that no-one had appeared to replace the heat pump. I did not receive a response - I reached out again to the Sales Rep via email on Friday - and received an "Out of Office" response that he was away until October 15. - I called the number for service on the main Reliance website on Monday October 2, spoke to a representative, who said she would forward the info and someone would get back to me within 3 hours. No-one did. - On Thursday October 5, I received an email from an administrator in the Ottawa office, with a request for payment of the remaining balance. I replied with a description of events to date, and said I would not authorize the additional payment until the work had been completed. I also asked that she forward the info to someone who can rectify the situation. The admin got back to me and said she would forward the info to the correct department to have it sorted out. - As we still had not heard anything by Tuesday October 10th, my husband called a representative whose card was given to us by one of the installers. He spoke with the representative who said he would pass the information on to the correct department. - Wednesday October 11 – still no word from anyone. - Wednesday October 18 – I called the Reliance Ottawa office, spoke with a representative and told him I was fed up, wanted the heat pump removed in accordance with the Reliance guarantee that if items were not working satisfactorily they would be removed and the customer refunded. He took the info, said he would forward to the Sales Rep’s manager and the Sales Rep, and someone would get back to me very shortly. - Wednesday October 25 – no response yet.

  Business Response

  Date: 01/11/2023

  Hello and thank you for bringing this to our attention. I can confirm I have been in contact with the customer and will be addressing all of their concerns. - Karen

• Initial Complaint

  Date:23/10/2023

  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.

  In July 2022, I contacted Reliance to install a water softener unit in my home. They convinced me that purchasing the reverse osmosis system was a benefit to me, and there was a promotional pricing on, so I agreed to have both installed. I knew, however, that we might possibly be moving as I was looking for a new job. I specifically inquired with the agent who was in my home, whether or not there was penalties to ending the contract and was told no, that the services could be disconnected at any time, and Reliance would remove the systems. So now we have sold our house, and our buyers do not want to continue with the rental, so I called into cancel only to find out that I’m in a seven year contract and the cost to purchase out the equipment is over $3500. The company is refusing to come and disconnect the equipment and return it to their own units. They say that the contract is binding, but I was expressly given false information by the agent verbally. They say they have no proof that anyone **** to me or told me incorrect information and that there is nothing that can be done. I asked to be elevated to a level that could waive the contract and was told that someone would call me back within 24 to 72 Business hours. Unfortunately, I am moving in four days and need to call someone to come and either disconnect the system. If I’m going to take it with me or leave it for the new owners add an expense of $4000 to me. I asked to have my case elevated and was repeatedly told there was no way for me to talk to anyone in that solutions system, but that they would call me. so now I have been **** to, on the hook for thousands of dollars, and no one will even take my call to resolve the issue before I have to ship all of my belongings across the country.

  Business Response

  Date: 24/10/2023

  Hello and thank you for bringing this to our attention. The buyouts have been applied to the account, and charges are all valid. The customer did agree to a 7-year contract. I have ******** the contracts for reference. - Karen

  Customer Answer

  Date: 24/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I specifically asked the agent in my home to explain the cancellation policy to me. I was specifically told the cancellation would be at no cost. The issue at hand is that the contract that I signed was verbally misrepresented by their agent. I expect that when I ask a specific question about a contract, the agent responding is communicating the same information as written in the contract. This is not the case here. As a result of being misled about cancellation policy, I also added a second service. In addition to the one I had originally called about and now I am on the hook for cancelling and purchasing out all equipment. I’m not one but two pieces. I think that the company needs to take responsibility for the error that their agent has made in communicating the contents of the contract. 
  
  
  
  Sincerely,
  
  
  
  ****** **************

  Business Response

  Date: 30/10/2023

  We encourage all our customers to thoroughly read contracts before signing. The
  contract is valid, and buyout amounts as well. - Karen

• Initial Complaint

  Date:23/10/2023

  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.

  they have been sending me bills to an address that I have never lived in, and it has my address on the bottom and the other address on the top so i didnt pay attention to it. when i called them they wanted me to prove that i dont live there and they even asked me to go knock on the door and ask who lives there. Its been going on for months and they havent returned my money. As you can see on the top of the bill there is the wrong address and mine is at the bottom of the bill. i never looked at the top i just look at the bottom and pay it. i never lived on **** ****** ***.

  Business Response

  Date: 02/11/2023

  Thank you for providing this information, I do apologize for any frustration.

  I have researched the address in question, done a title search and the customer is the owner of the property, if he has tenants that live there he would need to discuss with them who will be paying the bill. I apologize however the customer is responsible for the bill.

  Thanks Nicole

  Customer Answer

  Date: 04/11/2023

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

  I've spent too many hours dealing with this issue. Was told so many times I will be receiving credit for payments that's shouldn't have been taken out of my account without my permissions for an address that I don't own. You sent a worker to the address and made sure I don't own it,but I can't believe a company like yours are so unorganized and you basically stole my money and paid for someone service without my consent and you agreed to return my money after investigating. Go check your records before you reply. but for some reason you won't. Go look at all the phone calls that I called and waisted my time to prove that you took payment for a property I don't own and you did your own investigation and found out that you wrongfully charged me. This thing been going on for months and i waisted too much time on it. a company like yours should be sued and I guess just have to take it to court. 

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

  Business Response

  Date: 16/11/2023

  Thank you for your response, we have pulled a title search with the provincial government, ******* and the customer owns the property since 2014, until proven other wise the charges are valid.

  Thanks 

  Customer Answer

  Date: 17/11/2023

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

  I dont own the property,and reliance wanted me to go and knock on the property door that I don't own. I said reliance should go do that themselves. They did send someone and they found out I don't own the property. *** **** **** **** ******* ****** *** . I'm not the first or last one. Reliance agreed to pay back the charges that they took from my credit card . But never did. They investigated and know I don't own the property. But just never sent me the money back. That's ok you'll never have my business *** **** **** ******* ***** ****** ***. These cases happen all the time with reliance. For the public stay away from reliance. Can you attach the document that says this is my property and show the public.I dare you to do it. *** **** **** ** *** ****** **** That's the whole structure of your business. 

   

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

  Business Response

  Date: 06/12/2023

  Thank you for your response however according to the provincial government you are the owner of this property. You can contact them and they will advise you are the owner, at this time you are responsible of the property

  ~Nicole

  Customer Answer

  Date: 07/12/2023

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

  I am not the owner of the property, how many  million times I have to tell you. Your company agreed to pay me back what you ********** took off my credit card without my permission. But never paid me back. You did your investigation and found out I don't own the property. There are more people that have the same name as my name in the city .You agreed that it was a mistake but I never got my money back. I have 1 residential property that I live in, not two. And I will be canceling the service with you and you can keep ripping other people, it's not a large amount ,and its not about the money,it's the principle. You took money off my credit card without my consent.

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

• Initial Complaint

  Date:18/10/2023

  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 had a contract with Reliance starting in October 2021. They installed a defective furnace and began to charge me for the furnace. I had no heat in my home for 6 weeks while I was 9 months pregnant. They did not offer me a secondary source of heat. They installed a lower end model furnace in my home then I initially signed for and attempted to charge me for the higher end model. They installed a very thick filter into the furnace and bent it to make it fit overall smothering the furnace.
  
  I had the equipment removed on March 17, 2023 and it was delivered to their Windsor, Ontario warehouse safely. They gave me a receipt when they took the equipment back. Now they are asking me to give them near $12,000 for the equipment that is in their possession and have been repeatedly ********* me and my family. They put a lien on my house and I cannot remortgage and I am going to lose my home for their incompetence.

  Business Response

  Date: 19/10/2023

  Thank you for bringing your concerns to our attention to review further.
  As the equipment was returned within the minimum term of the rental
  agreement the buyout of the equipment was applied onto the account, this is a valid
  charge.
  Once the payment has been posted onto the account the Notice of Security
  Interest request for discharge will be submitted.
  We have also recently reviewed this case further from the request emailed
  to us from;
  From: ******* ******* **************************************
  ***** ********* ********* *** **** **** **
  Your case was reviewed and follow up was emailed to **************************@*****.com
  on Fri 9/29/2023 2:51 PM, I have
  not received a response at this time.
  To Summarize;
  Promotional Months;
  6 months was originally noted on the agreement and applied onto the account. (******* **** **** ******* ********** *****)
  6 months at original rental rate of $169.99
  Additional 5 months credit applied as per the Sales Manager, for a total 11 months promotion
  5 months at the rental rate of $139.99
  Regarding Installation Concerns;
  In addition to the promotional months our Customer Resolutions Department applied a credit of goodwill on December 2021 invoice, note reference #******* Dec 3,2021 $149.98
  I understand the Operations Team offered the additional promotional months due to the original installation concerns with the equipment (originally 4 months offered, applied 5 months)
  Rental Rate;
  Rental rate adjusted for the change in the rental rate, $149.99 per month versus $139.99
  May 2022 invoice, note reference # *******
  Return of the equipment;
  Equipment rental was backdated to March 13, 2023 as per our Customer Solutions Department
  In order to end the rental agreement, the buyout of the equipment is applied to the account, this is a valid charge as the minimum term for this rental package was 84-months.
  Thank you,
  Jessica

  Customer Answer

  Date: 08/12/2024

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

  I did not realize I did not respond previously. Now that I have been forced into paying the $11,390.39 for the furnace and A/C unit that is in the possession of Reliance. I would like it returned to me as I now own that furnace and A/C unit. They cannot expect me to pay $11,390.39 and not give me anything in return. If they cannot find the original furnace and AC unit that was returned to them on March 17, 2023. Then they owe me another set. As per consumer rights, they cannot take money and not give me a product to which I paid for. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 24/12/2024

  hank you for bringing your concerns to our attention.
  Since the equipment was returned within the minimum term of the rental agreement, the buyout fee for the equipment has been correctly applied to the account and is a valid charge. Once the payment is posted, we will submit the request for the discharge of the Notice of Security Interest.
  To summarize the situation:
  Promotional Months:
  The agreement initially included 6 months, which was applied to your account (see the October 28th, 2021 invoice).
  These 6 months were charged at the original rental rate of $169.99.
  An additional 5 months of credit, as approved by the Sales Manager, was applied for a total of 11 months at a rental rate of $139.99.
  Installation Concerns:
  To address the installation issues, the Customer Resolutions Department applied a $149.98 goodwill credit on the December 2021 invoice (reference #*******, dated December 3, 2021).
  The Operations Team offered the extra promotional months due to the original installation concerns (originally 4 months, with 5 months applied).
  Rental Rate:
  The rental rate was adjusted to $149.99 per month (instead of the original $139.99) as noted on the May 2022 invoice (reference #*******).
  Return of Equipment:
  The equipment return was backdated to March 13, 2023, by the Customer Solutions Department.
  The buyout fee is applied in accordance with the rental agreement's minimum 84-month term.
  Thank you for your understanding.

  Customer Answer

  Date: 08/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as I have paid the full amount I now own the equipment in which I paid for. I am requesting to have the equipment back that I own. However, Reliance is claiming that they no longer have the equipment. Therefore, they should be giving me a new furnace and AC unit of the same value as what I paid for. Regardless of the contract ending early I am entitled to what I own.
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 10/01/2025

  Thank you for sharing your concerns with us. After reviewing
  the situation, we would like to confirm that our position remains unchanged. As
  the equipment was returned within the minimum term of the rental agreement, the
  buyout fee has been accurately applied to your account, and this charge is
  valid. Once the payment is processed, we will proceed with the request for the
  discharge of the Notice of Security Interest.
  To summarize:
  Promotional Months:
  The
  agreement initially included 6 months, applied to your account as
  reflected on the October 28, 2021 invoice.
  These
  6 months were charged at the original rental rate of $169.99.
  An
  additional 5 months of credit, as approved by the Sales Manager, was
  applied, bringing the total to 11 months at a rental rate of $139.99.
  Installation Concerns:
  The
  Customer Resolutions Department issued a $149.98 goodwill credit on the
  December 2021 invoice (reference #*******, dated December 3, 2021) to
  address the installation issues.
  The
  Operations Team extended additional promotional months (initially 4, with
  5 months applied) due to the original installation concerns.
  Rental Rate:
  The
  rental rate was adjusted to $149.99 per month, as shown on the May 2022
  invoice (reference #*******), from the original rate of $139.99.
  Return of Equipment:
  The
  equipment return was backdated to March 13, 2023, by the Customer
  Solutions Department.
  The
  buyout fee is correctly applied in accordance with the minimum 84-month
  term of the rental agreement.
  Thank you for your understanding.

  Customer Answer

  Date: 10/01/2025

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

  I still believe I am owed equipment to which I have paid for. I also paid the full balance in October 2024 to the collection agency *** and Reliance continues to claim to have not received the balance owing which is a technical issue on your end not mine. Again, I do have a lawyer involved and want what I am entitled to. This is poor customer service and bad business on Reliance.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:18/10/2023

  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.

  The company is absolutely impossible to get ahold of. I got a notice that a payment was declined, so I tried to log in to my online portal. I have proper sign in credentials, but they have changed their system and I need to enter a new account number. Which I can't get because I can't log in to the online portal.
  
  It is impossible to get through to anyone one customer support. No email available and I spend 90 minutes on hold over two days trying to get through.
  
  Absolutely terrible customer support. The worst I have ever seen. The 1.1 out of 5 Yelp reviews and 1.4 Better Business review are too high.

  Business Response

  Date: 28/10/2023

  Thank you for brining this to our attention and I do apologize for any issues you are having. I have emailed the customer a new password with the account number to log in. 

  Thanks Nicol