Complaints

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

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• 

  Reliance Home Comfort

  2 Lansing Sq North York, ON M2J 4P8

  
• 

  Reliance Home Comfort

  37 Morton Ave E Brantford, ON N3R 7J5

  
• 

  Reliance Home Comfort

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

  
• 

  Reliance Home Comfort

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

  
• 

  Reliance Home Comfort

  111 3953 112 Ave SE Calgary, AB T2C 0J4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away Nov. 18/22 and I have been trying to get Reliance to change her account info so I can pay the outstanding balance. I spoke with them on Nov.25/22 and sent copies of the death certificate and notarized copy of will to *********@***************.com.. I phone inquired on Nov 25/22 and told it takes 3-5 business days to process. I called again Dec. 5/22, but was disconnected by their automated answering service. I also emailed them Dec 5 at ************@***************.com. without reply. I have emailed them today and informed them I will be making a complaint with you. I only want them to modify their accounts and send invoices to me for payment. Reliance is sending threatening emails to my mothers old account.
  Please help. ******* *********, Executor and Trustee of **** ********* Estate.

  Customer Answer

  Date: 21/12/2022

  With regards to my complaint ID # ******** with Reliance Home Comfort, please note that we have resolved the issues I was having with them. 
  
  The response I received from Jessica at Reliance was very attentive to the issues and she was able to make the required adjustments to leave me  ‘completely satisfied with the outcome’.
  Thank you for your assistance,
  
  Merry Christmas
  
  ******* *********

• Initial Complaint

  Date:15/12/2022

  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.

  This company has placed a $2 lien on my property. I have bought out the equipment in question and am now requesting a zero balance letter or a letter confirming the charge is being discharged. It is very frustrating trying to deal with this company as I have been transferred to many departments all who tell me they do not deal with matters such as mine. The last caller I dealt with told me I needed to contact billing and accounts receivable but when she tried transferring I was told that this area no longer receives phone calls and only deals with e-mails. I am now waiting for someone to get back to me.

  Business Response

  Date: 23/12/2022

  Thank you for brining this to our attention, I have emailed the customer today the discharge information.

  Thanks Nicole

  Customer Answer

  Date: 23/12/2022

  
  
  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:13/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 25 I paid reliance $250 for my bill and the agent on the phone said that the payment has been marked and then it would be noted in the system and that it would no longer be coming out by automatic withdrawal. On December 12 they took another $250 out of my account after saying they wouldn’t which ended up putting my account into overdraft, and when I contacted them about it instead of refunding my money immediately they only offered to send a check within 4 to 6 weeks and they are refusing to offer me anything for the overdraft payments which were only incurred because of their error. This is unacceptable as they do not except any excuses when people cannot pay their bills on time and I am refusing to accept any excuses for them , on this matter, I want my money refunded in full immediately as well as an additional payment to recoup the overdraft charges that I am being charged by the bank. ** * **** ***** **** ******** ****** ******* ******* *********** * *** ******* **** *****. ** ******** **** ** **** ***** **** *** ** ***** ** **** This is completely unacceptable.

  Business Response

  Date: 20/12/2022

  Hello and thank you for bringing this to our attention. I can confirm a cheque has been issued for $248.07. We apologized for the inconvenience. - Karen

  Customer Answer

  Date: 20/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are telling me that I will have to wait 4-6 weeks to receive my cheque, and they are not reimbursing me for the bank fees that I incurred based entirely on their mistake *** ********** withdrawal. I don’t care about apologies, I want my bank fees covered or a credit for future services. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 20/12/2022

  As indicated by our call center representative- a $20.00 credit was added to the account. - Karen

• Initial Complaint

  Date:13/12/2022

  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.

  Rented a residential HVAC in August 2016. Paying 64.82 a month and thought it was a 5 year contract but turns out to be a 10 year contract. Want to buy it out but the company wants me to pay the additional payments which is around 3000 dollars on top of the 3000 dollars or so that I already paid. The HVAC to own costs about 2500 dollars. So this company is charging me about double what the product is worth. Is there anything I can do about this. Please let me know.

  Business Response

  Date: 21/12/2022

  Thank you for bringing this matter to our attention to
  review further.

  I have reviewed your account and I see your Hepa Filter was
  originally installed by another provider.
  Reliance had acquired this rental equipment through an acquisition. During an acquisition the rental terms and
  conditions remain the same.

  The rental agreement with the terms and conditions were
  emailed to you on December 13th.

  The buyout quoted to you on December 12th is $3,793.84
  + tax.

  Thank you,
  Jessica 

  Customer Answer

  Date: 24/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:this product costs about 3000 dollars and already we paid more than that. I am not paying an extra almost 4000 dollars for this product. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 13/01/2023

  As per
  your rental agreement the equipment is rented on a 120-month term. The original
  rental agreement remains the same during an acquisition.

  I can offer
  a 10% reduction to the buyout amount if you would like to discontinue the
  rental with Reliance. This offer has been noted on your account, reference
  number ********.

  Thank
  you,
  Jessica

• Initial Complaint

  Date:13/12/2022

  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 owned a property at *** ****** Street in Ottawa that had rental equipment from Reliance. The property was sold and new owners took possession on October 5, 2021. Obviously, the new owners became responsible for the Reliance equipment. (That was of course spelled out in the purchase agreement as well.)
  Despite numerous communications to Reliance from us and our lawyer, Reliance has continued to bill us, even though we no longer own the property. Reliance has now engaged a collection agency to harass us, despite the fact that every time we talk to people in the Reliance call centre they confirm they have the documentation confirming the sale of the property and the assumption of the Reliance contract by the new owners.

  Business Response

  Date: 21/12/2022

  Thank you for brining this to our attention and I do apologize. I would need have the assumption documents sent to us stating that they have taken over the rental, otherwise we cannot removed the charges. When a property is sold the new owners need to sign the purchase and sales agreement and sent to us and we set up the account in the new owners name. Please send the documents to myself and i will look into this.

  ********@***************.com

  Thanks Nicole 

  Customer Answer

  Date: 05/01/2023

   I realize that we  have exceeded the 10 day window but my lawyer is on vacation until the 11th of January and was unable to send the assumption documents in time.  As far as we are concerned the issue has not been resolved and we would appreciate if you can reopen it until we have sufficient time to provide the documents the company is requesting.
  
  On a related matter, Reliance has referred the matter to a collection agency that doesn't actually seem to be accessible.  The company name is ************. Inc.  They call and leave messages and email with contact information but its impossible to actually get in touch with anyone no matter how hard I try.  All that is available is payment options (I assume) although I have not tried to pay them as they are collecting money I do not own.  Please advise if I should be opening a separate complaint or whether this should be treated as one complaint?
  
  Happy New Year and I look forward to your reply.

  Business Response

  Date: 14/01/2023

  Thank you for providing the information regarding your lawyer being away, once they return please provide the paper work that is necessary so we can bill the new owners once this is done we can look into the collection agency.

  Thanks Nicole

  Customer Answer

  Date: 18/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my lawyer already provided the information directly and the response seems to suggest they are still waiting.  The incompetence of this company is unreal.  Have Nicole check her email.  My lawyer sent all the required information a few weeks ago. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 06/02/2023

  Hi *****,
  
  The new owner has to assume the remaining term on the Reliance
  Home Comfort rental agreement with Reliance.
  
  The Purchase and sale agreement is agreement which you have
  sent is between seller and purchaser, the new owner has to agree to take over the rental by signing Reliance Home Comfort rental assumption agreement.
  
  Thanks Nicole

  Customer Answer

  Date: 13/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my lawyer provided the information to the company.They have been advised to contact the buyers lawyer to deal with the issue.  The following message was sent to the company by my lawyer:

  "Our
  office represented the sellers in this transaction, ***** ********* and
  ******** *****, which closed on October 5, 2021. Your office
  represented
  the buyers, Said ******* and *** ***.
  
  ***** ******* was the lawyer on behalf of the buyers.
  
  Pursuant
  to the Agreement of Purchase and Sale, your clients assumed the
  Reliance rental contract. Our office delivered the contract to be
  assumed
  by your clients, which I am enclosing again. I understand the
  assignment agreement was also sent to your office by Reliance. However,
  no response has been received.
  
  Reliance
  is requesting a copy of the signed assumption agreement to transfer the
  account, since the closing date. The account wrongfully remains in
  our clients’ names. I am copying the Reliance representative to this
  email, Nicole C. Please correspond with Nicole to complete the
  assignment and transfer effective the closing date, being October 5,
  2021.

  
  I
  am professionally requiring a response from Mr. Simpson and/or the
  remaining real estate lawyers at your office, copied, who may have
  responsibility
  to respond and address this matter.
  
  Please
  confirm receipt of this request and kindly advise once you have spoken
  to your clients and have delivered a signed assumption agreement to
  Reliance."

   

  We have still not heard back any confirmation.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 06/03/2023

  Thank you for your response however your lawyer has sent an email explaining the same situation, we have never received the assumption package from the purchasers, this is what is needed. Reliance is not responsible to get in between the seller and purchaser, the realtors are aware of what is needed when a home is sold. The assumption package has been sent to the purchasers lawyer, at this point we cannot do anything until we receive them.

  Thanks Nicole

  Customer Answer

  Date: 17/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been trying to get a direct response from reliance.  We are in a situation where the purchaser of our property is in breach of contract and we are looking at our options.  At this point we would like to have reliance remove the AC from the property we no longer own.  I am  trying to get Reliance to propose options.  I need to have them provide me with contact information so we can explore our options. I tried emailing Nancy but she doesn't seem to respond to emails.  Reliance is impossible to reach.  I want to have a contact person with whom I can seek a resolution to this matter.  I'm willing to bring the account up to date while we figure out our legal actions with the purchaser but I also want to have an answer regarding options to have the rental removed so i'm no longer paying for something that is no longer at a property I no longer own.  I also don't want reliance servicing and doing anything further with that AC.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 31/03/2023

  Thank you for your response. I do apologize for the frustration, unfortunately the house has been sold and we cannot go in on behalf of the previous owner to remove the units, they are no longer the owner. This is an issue that needs to be resolved with the lawyers involved wotht he sale of the property, if your customer signed the purchase and sale than the lawyers need to get involved as we cannot at this point. A buyout can be billed and the previous customer will be responsible as the new owners did not sign the assumption documents.

  I will contact the customer to explain the buyout on Monday.

  Thanks Nicole 

  Customer Answer

  Date: 05/04/2023

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

  The response from Reliance indicates that I will get options to buyout or have the ability to bring my account into good order while I deal with the legal matter.  I have not received the promised email despite continued attempts to get the information I'm asking for. 

  To be clear, the new buyer is in breach of contract.  I understand that this is not Reliances issue, even though our lawyer indicated that at the time of the purchase Reliance instructed our lawyer that no further action is required beyond the purchase agreement reflecting that the new buyer agrees to take on the rental contract.  I will be dealing with this matter but don't want my credit rating to be affected in the mean time.  As soon as I was made aware of the situation I've been trying to get Reliance to provide me with information on how I can bring my account into good standing.  I am still waiting!
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 19/04/2023

  Thank you for the response I have emailed the customer, 

  Good Morning
  *****,
  
  I will have
  the account pulled from the collection agency for you. The buyout for the Air
  Conditioner is $4800.00 plus the arrears on the account which is owed in the amount
  of $1020.86. However I understand the frustration you are going through I will
  deduct the amount that is owed from the previous balance of the buyout total and
  bill the buyout at $3779.14 plus HST. I hope this helps.
  
  Thanks Nicole 

  Customer Answer

  Date: 24/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response is an excellent development however still waiting for further clarity on what the proposed resolution actually means.  Response time is very slow to email communication.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 05/05/2023

  Thank you for your response, The customer asked for the buyout to be billed and this has been applied to the account as requested. 

  Thanks Nicole 

  Customer Answer

  Date: 11/05/2023

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

  The company did provide an email with an option for an acceptable resolution for a buy out but I'm still actually waiting for the invoice and documentation confirming full release from the rental agreement once the invoice is paid.  

  Still waiting and have followed up directly with no reply as of yet.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Customer Answer

  Date: 29/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did finally receive the bill but its not the amount expected and it doesn't provide a clear explanation of what the bill represents, ie a full buyout with no further obligations. 

  The amount is about 1K more than what was communicated by Nicole in her email to me which said 3779.14 + hst.

  The bill was over 5K.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 07/06/2023

  Thank you for your response an adjustment has been made to the account as the discount offered was not applied. advised customer.

  Thanks Nicole

• Initial Complaint

  Date:13/12/2022

  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.

  This company has put two leins on my property for $2 each. We have bought out all equipment and these leins should have been removed when the payment was received. We are now having a difficult time refinancing and it is very frustrating being given the run-around.

  Business Response

  Date: 16/12/2022

  Thank you for bringing the customers concerns to our attention.  I apologize for the error made, the notice of security should have been removed when the equipment was purchased.  The discharge was completed December 14th and confirmation sent to the customers financial advisor via email.- Gemma

  Customer Answer

  Date: 20/12/2022

  
  
  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:13/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As part of purchasing my home in 2016 I agreed to take on a hot water tank rental from Reliance Home Comfort. I am now trying to cancel this contract and return the equipment, but have been told that it will cost $450 to terminate and have them pick up the unit, or $400 to terminate if I deliver the unit to them.
  
  I called in November to confirm that I had to fees to terminate and was told as the contract is 10+ years old its just month-to-month, no termination fees. Calling in today to cancel/schedule a pickup of removed equipment I'm told that the contract was originally signed with ******** **** ******** (acquired by Reliance) and the Reliance fees don't apply - I have to pay the $450/400 rate. I stated that I spoke to someone in Nov that contradicted this information, but as I didn't have a reference number and the notes on file didn't mention the rates they dismissed it. I requested a call back from a manager and was told multiple times that they would just tell me the same thing. After insisting, they have initiated a callback request and I am currently waiting to hear back.
  
  Consumer Protection Ontario recommended seeking legal counsel, and Competition Bureau recommended filing an official complaint with them, along with one on BBB.

  Business Response

  Date: 20/12/2022

  Hello and thank you for bringing this to our attention. The charges are valid as per section 7 of our terms & conditions. Please see below and attachment. 

  Agreement and return the Equipment to ******** provided ******** or a licensed technician authorized by ******** removes and returns the Equipment. If you choose to terminate this Agreement, ******** will require you to pay a termination fee (the “Termination Fee”), which will include: (i) our account closure charge ($250), plus (ii) if we remove the Equipment, our disconnect charge ($200) or, if the Equipment is disconnected, removed and returned by your own qualified contractor, our return charge ($150), plus (iii) any charge imposed on you pursuant to this Agreement for unreasonable or excessive wear or use of the Equipment; plus (iv) if the Agreement is terminated within the first 5 years after the installation date, the total of all “Installation and Other Charges” described on the reverse side of this Agreement regardless of whether these charges were waived at the time of installation.

  - Karen

  Customer Answer

  Date: 20/12/2022

  
  
  Better Business Bureau:
  
  
  My concern is not with the ******** T&C, my issue was that a customer service rep verified my account and told me there was no termination fee. This information was provided to me after giving my name/address and they verified on the system the age of the tank and provided the information to me. I believe you have the obligation to your customers to honour the words of your employees.

  That being said, I spoke with a manager at Reliance and worked out a deal that I can live with. This matter can be considered as resolved.
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:13/12/2022

  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.

  Called Reliance On Nov 7th re: our boiler for our radiant heat system was leaking. Technician came out on Nov 9th; advised that a valve was needed to be replaced and he'd call us in the next couple days to arrange to come back. We were charged $120 for the service call.
  Two weeks went by with no call so we called Reliance back; initially they told me that they had no record of the service visit (despite me providing the service contract number). After a long conversation with the service rep and her arguing that there was no record of the visit on file she magically found the visit record. No record though of any repair part being ordered. A manager called back the next day and apologized for the delay; apparently the initial technician never ordered the part. She arranged for a different tech to come out the next day; he looked at the boiler and said the same thing as the first technician, it needed a replacement valve. He said that he'd order it but as the boiler is leaking water into the basement he said that if it was more than a couple days for the part to come in, he'd repair the boiler without using the ordered part. He assured me he'd call me in 48h.
  Another 2 weeks went by with no contact from Reliance. I called them again yesterday and asked to speak with a manager as the rep couldn't give me any information about when a technician could or would be out to repair the boiler. The rep advised that there was no actual way for them to connect with me a manager but she'd email a manager and have them call me back the same day. I've yet to receive a call and at this point it's been a month, 2 tech visits and 4 phone calls and still a leaking boiler and I'm $120 poorer for a service call that hasn't involved any service.

  Business Response

  Date: 19/12/2022

  Thank you for bringing this matter to our attention to review
  further. I am very sorry that you have had this experience with Reliance Home
  Comfort. I appreciate you bringing this to our attention as I have an internal
  case open for a full investigation on your account, where all the notes and
  phone calls are reviewed further for any potential coaching opportunities or
  process improvements.

  As per our communication I have refunded the service call diagnostic
  charge of $99+tax to your credit card.
  
  Should you have any further questions or concerns please feel free to email me
  directly.

  Thank you,
  Jessica 

• Initial Complaint

  Date:13/12/2022

  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 moved into a new home in May.
  I received keys around 4PM that day, and moved a new hot water tank I purchased into the home (to have ready to install first thing in the morning).
  The next morning I had a plumber and gas fitter remove Reliance's tank and install mine.
  
  I called Reliance around noon, and told them I did not require their services. I was even willing to return their tank for them (which I did).
  
  I later received a bill from them for $42.85 for account closing costs.
  I refused to pay this, as I never opened an account, nor did I ever sign anything to say I wanted their services.
  
  They have now since, sent me to collections for $88.05
  The collections agency (********* * ***) has sent me a letter and an email now. I don't believe they even have my phone number, because Reliance would never have had it (because there was no account set up to close).
  
  In my opinion, this is absurd. I pride myself on paying my bills on time, and keeping my credit report clean. If I request a service, I pay for it. They're billing for the sake of demanding money, and knowing they can hurt you otherwise. It's wrong, and this practice should not be allowed.
  
  I'd like this charge removed, and I would like an apology.
  
  Thank you for your time.

  Business Response

  Date: 21/12/2022

  Thank you for bringing this to our attention I apologize for any frustration caused. I have reviewed the account, when a customer purchases a new home and there is a rental at the property the water heater will be in the purchase and sales agreement and the new owner takes over the rental. If tis was not listed than the customer can send the agreement so we can take a look and investigate. The charges are valid until we can receive paper work that it was not in the purchase and sales paperwork.

  Thanks Nicole

  Customer Answer

  Date: 21/12/2022

  
  
  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.
  

  Nicole was correct. We had ask to not have that condition on our sale, but upon reviewing it. It was included. We have paid the fees to them.
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:13/12/2022

  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.

  Two complaints/concerns:
  

  1. In 2017 we entered into, what we were lead to believe, was a lease for a boiler. We signed a ‘sales contract’ (which I have the original signed document). Recently, they’ve informed us it’s merely a ‘rental’ over a term of 7yrs, after which we need to pay a highly inflated amount to ‘buy it out’.

  
  
  2. Most recently we applied for a home equity line of credit with our bank. To which our banker informed us Reliance puts a lien on your home when ‘renting’ HVAC equipment from them. I contacted Reliance to obtain the alleged document I signed granting permission to do so, or even initialled to acknowledge this, but they cannot provide any such paperwork (because I would have never signed such paperwork). They merely told me their ‘terms and conditions’ can be found online. Lots of stuff can be found online, that does not make me liable for any of it unless I signed a contract.
  
  Attached is sales agreement as well as letter I requested yesterday to provide ‘buy out’ amount and email for their legal dept for my banker to contact.
  

  Business Response

  Date: 20/12/2022

  Thank you for bringing the customers concerns to our attention.  Reliance registers Notices of Security Interest against title to properties in which its rental furnaces, boilers and air conditioners are located. Terms and conditions with respect to the registration of notices of security interest are fully outlined in the rental agreements homeowner’s sign.  Information with respect to the registration or outlined in the terms and conditions.  I have been in touch with the customer who has advised she was not informed of a registration or provided with terms and conditions.  We highly encourage our customers to read the terms and conditions and contract details of any agreement they enter into. A copy of the agreements and terms were sent to the customer. A temporary discharge was completed on December
  8, 2022 and buyout pricing for the equipment was provided- Gemma
  
  

  Customer Answer

  Date: 20/12/2022

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

  While I have asked repeatedly, they are unable to provide any document I signed permitting or even acknowledging this. 
  The attached document (shown front and back) is the only thing I signed and only thing I was provided - and nowhere on there is anything indicating anything of the sort. 
  Once again, please provide what I signed in regard to this. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 28/12/2022

  The signature is on  the first page of the contract.  The terms and conditions have been attached and the email sent to the customer from Reliance in November with the attached contract and terms and conditions.  All agreements include terms and conditions- Gemma

  Customer Answer

  Date: 03/01/2023

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

  This still provides nothing as far as me signing anything to acknowledge and consent to a lien on my home. 
  The ‘terms and conditions’ are provided as a separate attachment to the document I signed. They are not one and the same. There is no signature or even initial on the terms and conditions. 
  Yes, it was provided to me in November via an additional SEPERATE generic, unsigned attachment to what I did sign.  This is 5yrs post installation. Nothing was provided at the time of signing up in 2017. 
  

  Once again, either provide the SIGNED consent to put a lien on my home, or remove the lien - that not only did I not consent to, nor acknowledge, but was not even made aware of until my banker advised me. 
  
  **** ********* *** ***** ******** ** *** *** ****** 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 12/01/2023

  The registration of a notice of security is common practice with all rental agreements.  I am unable to comment on why the customer signed an agreement without the terms and conditions of the agreement or being able to review them 5 years ago as the customer is stating they received only one page of the contract and did not receive the terms until November of this year.  Terms and conditions are provided with all agreements whether rented or purchased through Reliance and we highly encourage customers to read the contract details of any agreement they are entering into. - Gemma

  Customer Answer

  Date: 12/01/2023

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

  This is getting rather monotonous.  The business is simply repeating itself without providing what is being asked  

  Provide what I signed granting permission to place a lien on my home.  There is no such document.  
  
  Even the unsigned, undated ‘terms and conditions’ are a separate attachment to the one piece of paper I did sign.  I can’t read what isn’t provided to the customer  

  So in sum, kindly provide a copy of my signed and dated informed consent to your terms and conditions.  
  

  Thank you,

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

  Business Response

  Date: 31/01/2023

  Reliance has confirmed our final position.  We have provided the contract and terms and conditions.  The customer is responsible to read the terms and conditions of any contract they enter into.  We can't comment on why the customer does not have her original terms from 2017, we have provided them to the customer. The customer has been provided with all options to remove the Notice of security and documentation - Gemma