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:01/12/2022

  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.

  My BRAND-NEW furnace has burnt wiring, something that shouldn’t be. I have children and animals in my house. The stress of a possibly fire is not okay with me.
  The AC is not correct, and I had made many calls regarding the air and even mentioned twice that the unit might not be big enough. To find out now from 2 different companies that the unit is in fact too small. No wonder why I wasn’t getting air on the upper level of my house.
  The billing on top of it all got ******* ** after getting the furnace and AC with Reliance. I had an account for my hot water tank and that got all messed up.
  The hot water tank that I had needed to be replaced. I did that prior to the furnace and AC. Here I think I am getting a new one like I am supposed too and it’s a 4-year-old tank. On top of that Reliance installs the electric tank and some how someone ****** that up on the accounting side and says it’s gas. I don’t even have gas lines at my house. At that time, prior to having the propane in I had oil.
  I have had reliance or sub-contractors in my house nonstop From April to August and I am honestly now very fed up. I have not received answers and I should have by now. I have now had two other companies in my house since to check everything and provide me with a quote to replace ALL products.
  Both companies pointed out the exact same things and issues to me. Both companies at different times.
  
  I am extremely stressed out and that isn’t fair. This is playing with my mental health. I have had to take off a lot of time of work and still don’t have the correct stuff or things working properly. Now being billed for something I was told I had 15months.
  As well as safety issues. Reliance has not provided me with any solutions or effort to correct the billing (which is causing it's own issues) or the safety concerns regarding the new unit that they installed.

  Business Response

  Date: 10/12/2022

  Thank you for brining this to our attention. 

  I have reviewed the accounts and the customer is being billed correctly. They have 2 accounts as per there request 1 for the water heater and the 2nd for the Furnace and Air Conditioner. Customer thought paying one account it would transfer to the other automatically but it is 2 different accounts with different account numbers, the billing is correct. In regards to the credit for getting new equipment this was applied in a lump sum in the amount of $717.63 in May 2022.

  Regarding service, we will gladly comes out and take a look at the unit, we have not received a call for service since July. Please contact us and we will come and look into any concerns.

  Thanks Nicole

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: 18482922
  
  
  
  I am rejecting this response because: The response that Reliance provided is incorrect. There has been more touch points and more than just the billing. I was speaking with a person named Crystal C.at reliance regarding all situations. Final touch point was my last email that I had sent to Crystal. I have attached that email for you to review. I have copies of the correspondence. I was informed that she was speaking with higher up management and would get back to me. I had waited and waited and heard nothing. The email attached was the last chance for them to help prior to me reaching out to BBB, TSSA, and ESA. ESA is coming in tomorrow Dec 13th to inspect as this has been on going for too long now and the risk is becoming more severe. I did contact the fire department and inquired what could happen as well. 
  
  
  
  Sincerely,
  
  
  
  ****** ***

  Customer Answer

  Date: 14/12/2022

  This email is in addition to my previous reply. 
  
  Yesterday ESA was at my house at 10:30am to inspect the furnace as previously mentioned due to the burnt wires. ESA red tagged the furnace as it wasn’t safe. This furnace was installed in May.
  
  The ESA was in contact with Reliance and informed them of the situation and that the furnace is now red tagged. Reliance told ESA that they would have someone dispatched right away to come check it out.
  
  By 3pm I had not heard anything from Reliance, so I called. The person on the phone with me informed me that everyone is busy today out on calls with people who also have serious issues and a furnace not working. I brought up about mine being red tagged and what the ESA had informed me. The person on the phone again mentioned that there are many people whose furnace isn’t working, and that there is a service call set up for Today Dec.14th between 7am and 12pm to take a look. The person also followed by asking me why I even got ESA involved when they have nothing to do with the furnace. Thing is it’s wiring, and I followed instructions provided to me. TSSA was also informed on what is going on and has been provided with all details as well.
  
  I called ESA back, as I was asked to, and mentioned to them that they weren’t coming that day what they had said. ESA than called Reliance to discuss and even requested to speak to a supervisor and were pushed off. 
  
  Reliance service person showed up this morning at 8am. When Greg arrived, he had mentioned to me that he was there to check and see why the furnace wasn’t working. I informed him that it was red tagged. He had no idea that it was. I brought Greg to the furnace to see how bad it was. Greg took pictures and sent them off right away. Greg waited for almost an hour for a response from them.
  
  Around 8:45 or so he left to pick up space heaters for us to use while we wait. Greg also mentioned that someone else will be coming out today around noon. As of yet no one has called me or showed up. It’s 12:45.
  
  When Greg was here, he pointed something else out to me that I didn’t notice before. The pipe from the furnace to the outer wall was burnt as well. So, my furnace did catch fire. FIRE!! My biggest fear especially being a single parent. 
  
  I have attached a picture of pipe that was shown, as well as the service paper and the space heaters (there is two) provided to keep us warm.. Now adding the cost of Hydro increase because of this.
  
  This is something that could have been corrected before getting this far. I have requested to speak to managers and supervisors before and was pushed off. I delt with a lady named Crystal C. who knew about this and kept saying to me that they are all in meetings but to leave it with her and she will get answers. This was in October. OCTOBER! My furnace has been running since and only getting worse.
  
  This is serious and my family was at risk. I am really not happy with how service has been handled and hope that something can be done. 
  
  This was way more than just a bill issue, that was a small part. 
  
  Thank you for your help with this matter.
  
  Sincerely,
  ******

  Business Response

  Date: 21/12/2022

  Thank you for your response, we attended today December 21 and have corrected the issues. The customer can contact e to discuss any further concerns.

  Thanks Nicole

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

• Initial Complaint

  Date:29/11/2022

  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.

  I am leasing a reverse osmosis system and yearly filters are to be sent to me on my contract anniversary for replacement. I have always had to call to get them sent. My anniversary date was not correct and after many hours of calls, it was supposed to be corrected. Next filter change, no filters. Called and was told my anniversary date was not due yet. Supposedly corrected. The third year of lease was supposed to get complete set of filters. Again, did not receive, called and they sent only standard yearly set. Called again and they sent proper replacements. Year 4 comes and no filters again. I called and they say again, my anniversary date is not due. At this point, I ask to speak with someone to cancel my agreement because I feel they have not fulfilled their obligations of the contract. They said they would have someone call me. After 2 weeks no call, so I call again and tell them my issue and that I wanted to speak with someone immediately because I will not be left waiting again. I speak with someone else who states that this issue needs to be taken up with the local sales team and she will have them contact me. It has been several weeks with no contact as of this writing.
  All I want is to have my agreement with them terminated with no buyout or penalties on the grounds that they have not fulfilled their obligations. I feel I have done more than should be required as a customer to get a response from them.

  Business Response

  Date: 07/12/2022

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

  The address the customer has provided does not have a system at, can you please provide the address you are referring to.

  Thanks Nicole

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They require clarification from me to continue correspondence. I made an error with the service address. The correct service address they require is:

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

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

  Business Response

  Date: 23/12/2022

  Thank you for confirming the address, 

  I have looked into the account and the filters will be sent going forward, regarding any issues you can contact us and we will be happy to come and take a look. At this time you are on contract and if you no longer want to rent a buyout would need to be processed.

  Thanks Nicole 

   

  Customer Answer

  Date: 23/12/2022

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

  Reliance has attempted to correct this issue several times. I have heard the same excuse every time and never corrected. Lets not forget that I was supposed to be contacted by someone on 2 occasions and never happened. I will not buy out this contract since you have not held up your end of the agreement. At this point, I will no longer be making any payments and you can call me to make arrangements for someone to come and collect the equipmemt.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 14/01/2023

  Thank you for your response, we can have someone come and take a look at the unit if there are any issues however this is on a contract and there would be a buyout to have it removed from billing if payments are not made it will be sent to collections. Please contact us to come out and have a look if it is not working correctly.

  Thanks Nicole

  Customer Answer

  Date: 18/01/2023

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

  Its obvious you have not read any of the notes on my account or have taken the time to read what I have been writing here. There is nothing wrong with the unit. Frankly, its an insult and you are once again wasting my time. Perhaps I should start a social media campaign about my issues and then maybe someone from your organization would contact me because up until I made a complaint through BBB,  you had not contacted me directly as promised on several occasions. If you truly cared about your customers satisfaction, you would follow through but its obvious you are too big and / or too busy.  

  How does "*******************" sound?
  
  
  
  Sincerely,
  
  
  
  **** **********

  Customer Answer

  Date: 27/01/2023

  I have not revived received any filters. I was supposed to receive in February of 2022. However that is not the core issue. The problem is that this has been an ongoing problem since I started this agreement in February 2018. I have spent many hours on the phone explaining and being told they would correct the problem and on next delivery aniversary no filters shipped, nothing changed and calling again. On other occasions when I'm supposed to get specific filters, they would not send correct ones and then Im calling again. This has been going on for almost 5 years now as of next month. The latest issue that prompted this complaint was that when I wanted to speak with someone of authority to deal with this issue, I was told I would be contacted by someone in 2-3 business days. After 2 weeks of no call back, I called again and was told again that I would definitely hear from someone. No response as of this writing. At this point, I am finished with them and I feel I have done more than my due diligence. I want cancellation of the agreement based on that they have not held up their end of the agreement. I will not settle for anything but termination of the agreement with no buyout and return of equipment.

  Business Response

  Date: 31/01/2023

  Thank you for bringing this to our attention. I have looked into the account and you are set to get a set April, I will follow to make sure these are sent. At this time you are on a contract and to be released a buyout would need to be processed, I have credited 2 months of rental for the inconvenience, again I do apologize.

  Thanks Nicole 

  Customer Answer

  Date: 06/02/2023

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

  You state that according to my records, I am due to receive in April? My contract anniversary is February so as you can see, its still not correct. Also, you still owe me for filters from last year so you should be sending me 2 sets. Once again, I am insulted because you think giving me a couple of months credit will fix all of this as in previous attempts. I would expect at this point to hear from someone in your organization who has some authority but instead you keep dragging this out and continue to waste my time. I will repeat that the only resolution I will accept is a cancellation of the agreement with no buyout or penalties. I am finished playing games so If I don't get a suitable response from someone of authority from your organizations within 10 business days of this writing, I will consider launching a negative social media campaign. You leave me no choice since you continue to waste my time and take my money without delivering on your agreement.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 17/02/2023

  Thank you, the filters will be sent out.

  Thanks Nicole

  Customer Answer

  Date: 01/03/2023

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

  How do I know this issue has been corrected? What assurance do I have from you that this wont happen again? Unfortunately, I don't believe you since all my previous attempts went unchanged.

  You had mentioned in a previous response that I would receive a 2 month credit. I just received my latest bill, no credit. All I am hearing from you are empty words and promises.

  I need someone with some authority from your organization to contact me on the phone and satisfy my need for assurance. Otherwise, this complaint will continue to go unresolved for as long as it takes.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 19/03/2023

  Thank you for the response and I do apologize as the credit was not applied, I have applied $50.00 today to your account. The filters are scheduled to be sent out with in a month. 

  Thanks Nicole

  Customer Answer

  Date: 25/03/2023

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

  I would like to make sure that the filters are sent to an alternate address going forward. It is a family member who is home most times and is in an area with no theft. My area has issues with theft from porches.

  Please send to:

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

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

  Business Response

  Date: 07/04/2023

  Thank you for your response, I am sorry to hear that you have theft in your area however we cannot ship the filters to an alternative address as it needs to be sent to where the products are.

  Thanks Nicole

  Customer Answer

  Date: 13/04/2023

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

  If you are unable to honour my request then is it possible to get some sort of notification of shipment with a tracking number so that I can know exactly when its coming? This way I can have someone get the package from my doorstep before something happens.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 27/04/2023

  Thank you for your response, the filter is set to be shipped on April 28, I hope this helps.

  ~Nicole

• Initial Complaint

  Date:28/11/2022

  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.

  A brand new water heater was obtained from reliance home comfort. The heater is no longer functional in less than a year. They were called to repair it and they said a part had to be delivered. Through multiple phone conversations the representatives gave contradicting statements about the location and delivery time of the part. When follow up calls are made the representatives say there will be a call back. There is no call back at any point. We are now three days without hot water and it is looking to be more than that based on the lack of communication or any definitive answers from reliance home comfort. No hot water in the winter thanks to reliance home comfort.

  Business Response

  Date: 05/12/2022

  Thank you for bringing the customers concerns to our attention.  We apologize for the disruption to the hot water.  The customer contacted Reliance on November 24th at 8:51am and a technician was at the customers home the same day to assess the water heater.  The ventor motor was damaged and the part was ordered from the supplier.  A technician returned November 28th to replace the part.  The outside venting was obstructed, our technician noted that Squirrels had gone in to the venting and left walnuts causing the obstruction and failure of the equipment.  This was corrected by the technician. - Gemma 

• Initial Complaint

  Date:28/11/2022

  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 opened an account with reliance in July for my hot water tank and I also got a furnace maintenance package as well. They decided for some unknown to separate the two into two different accounts. They didn’t send me a bill all the way until October which is ridiculous and they said it’s because of their system. So I paid the $108.98 for 3 months of water heater and account setup and the other account as well $17.79 for the furnace maint. The following month I get a bill for $166.00 for water tank since July which I’ve already paid $108.98 of , plus they double billed me my furnace maintenance plan from that second account onto the water heater account. I have called and called and work orders have been put in several times but to no avail to fix this . My water tank bill is usually $20 a month , and the furnace protection plan is $17. They need to fix this ! I have tried so many times to call and they assure me it’ll be fixed and it still isn’t . I just recieved my next bill and it’s $186.31 which is wrong. These accounts need to be fixed . When I call they say they can see my payment on one system but not the other and it’s not being applied to my account . But they still haven’t done it right .

  Business Response

  Date: 06/12/2022

  Thank you for brining this to our attention,

  The account with the protection plan as been cancelled and charges removed, the payment of of $16.94 was transferred to the account with the water heater. You were double billed for June July and August at $20.48 per month. I will credit these 3 months in the total of $61.44 plus $35.00 activation account fee. Total credit applied $96.44.

  Account with the protection plan has been closed ************.

  Your account number that is active with the rental water heater is ************.

  Thank you

  Nicole

  Customer Answer

  Date: 06/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. While the credits you have applied are correct, you have failed to apply the payment I made on October 10, 2022 of $108.98. This needs to be applied to my account, in addition to the other corrections.  This payment of $108.98 shows in my payment history on my online account but hasn’t been applied to my bill. I have the confirmation number for this payment which I have attached to this complaint. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 21/12/2022

  Thank you for your response, I have applied the credit of 108.98.

  ~Nicole

  Customer Answer

  Date: 03/01/2023

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

  My reliance account is still not updated with correct information and credits. There should be $204.54 credit added to my account , which is the $96.44 credit due to being double charged on many occasions and the $108.10 payment that I made that hasn’t been applied to my account . I will not accept this response until my account is updated with correct information, as I have been told by Reliance Reps on many occasions that it has been rectified and it never was. Please update my account with correct balance and credit. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 14/01/2023

  Thank you for your response, the payment of $108.98 was transferred to your account on Jan 3, all payments have been applied

  Thanks Nicole

  Customer Answer

  Date: 26/01/2023

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

  My account is still not updated !! Hasn’t been since November ! You guys seriously need to get your act together . I haven’t received a bill or anything for last month and my account still says I owe.! 
  This complaint won’t close until my account is updated properly and I get a bill monthly not when I have to call and ask for one . 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 06/02/2023

  Thank you for your response. When checking you bill online it is not a live system, I have attached both accounts where 1 account i have credited the .57 cents to bring to to 0.00 and the other account we did transfer it and it is under account maint. this account is now in credit 

  Thanks Nicole 

  Customer Answer

  Date: 15/02/2023

  
  
  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:28/11/2022

  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.

  We purchased an older home 2 years ago that had a Reliance Home Energy rental water heater in it. We assumed the rental of the hot water heater rental up to this time. We now want to purchase the water heater to reduce the a absorbent cost of the rental.
  
  The water heater was installed in June of 2015. It is a Rheem Powervent Model ** ********. An identical hot water heater (**** ***** ***** ******) can be purchased for $1,345 with an installation cost of $ 1750 (3095 total) exclusive of HST. That new hot water heater has a 6 year warranty.
  
  Reliance Comfort said that the best that they could do was sell their hot water heater for $1,135. If we wish to end the contract and purchase a hot water heater from another vendor we must pay them $60 dollars to pick up their property from our home if we disconnect it ($200 if they disconnect) and another $40 dollars for a "cancellation fee".
  
  Reliance's water heater is is 7.5 years old. The average life of water heater is 10 to 12 years (**********************************************). This makes their buy out fee unreasonable. The cost to remove, their property from out home and the cancellation fee are also unreasonable. They were unwilling to negotiate more reasonable costs.
  
  We now pay $425/year in rental fees. In present day dollars they made $425 x 7.5 years = $ 3187 already from the rental.
  
  A much more reasonable buyout cost would be 1 year of rental fees ($425) and should they refuse to provide a reasonable buy out fee no charge should be made to remove their property from our home.
  
  Reliance's reference for the phone conversation I had with them is ********.

  Business Response

  Date: 06/12/2022

  Hello and thank you for bringing this to our attention. I have been in contact with the customer and have come up with a solution that works best. They have my direct contact information should they require additional service. - Karen

  Customer Answer

  Date: 07/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their response is only partially satisfactory. A fair resolution would of been for they to accept my hot water buyout offer of around $450. They however said the best "deal" they could give me after BBB contacted them was around $1150.  While that is far too high I non-the-less accepted it to avoid a lengthy dispute process. It is much better than the around $1750 that they insisted must be paid before I contacted the BBB.

  Thank you BBB for your help with this matter.

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

• Initial Complaint

  Date:28/11/2022

  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.

  I had a Reliance Home Comfort heater/airconditioner installed.
  Upon requesting its removal a few years later, the unit was pickedup by a 3rd party. I have a written reciept from this contractor dated March 19, 2018.
  
  A few weeks ago now, I was in the process of remortgaging my home - and a Reliance title popped up. Lawyer reached out to them and they sent a statement showing that I owed monthly rental from July 2018 to today.
  
  Ive called multiple times to have this rectified phone calls and emails have not been returned and Im now at a loss as to how to proceed.

  Business Response

  Date: 06/12/2022

  Thank
  you for bringing this matter to our attention to review further. I am very
  sorry that this has occurred and hasn’t been corrected for you in a timely
  manner.

  Thank
  you for the copy of the invoice confirming the pickup of the equipment on March
  19th, 2018. I am following up with our Administration team to ensure
  we have the adjustments completed and the Notice of Security Interest discharged.

  I have
  emailed you directly and I will continue to keep you updated until we have this
  completed. Should you have any further questions please feel free to email me
  directly.

  Thank
  you,
  Jessica

• Initial Complaint

  Date:25/11/2022

  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.

  A sales person from reliance home comfort visited my house, explaining about renting the hvac/ smart home bundle/ water purification system on Aug 9th/10th of this year
  My heat system wasn’t working, I said I need to think about the rental thing because I prefer buying than renting out.
  He said we can get all of these installed tomorrow and you will still have 10 days of grace period to think about and nothing to loose, during that 10-day you can choose to cancel the contract completely or can buy out the same equipment installed.
  If I do cancel during that 10-days there is no penalty and I won’t loose anything
  His team came next day and installed the hvac, smart home, water purification system.
  I called Reliance few days after to cancel all of the services and remove all the equipments and install back my older hvac and water softener.
  Fist they didn’t agree to remove it at all, after few back and forth emails and spending hours on phone calls with them, they agreed to remove the equipments.
  -Meanwhile they are charging my MOP every month
  - they want to charge me for the removal of their equipment( which I was never informed until after)
  - they took all my equipments with them and now they saying they have recycled my working equipments and can’t install them back.
  - I asked them about the buying out but they want to overcharge about 3x
  I was misinformed by their sales agent
  I am loosing thousands to dollars to get out of this and also my older working equipments
  This is very unethical in every respect.
  
  All I want is they remove their equipments at no cost to me, refund all the money they charged on my MOP
  And install back my older equipment
  Unnecessary stress created by them is too much for me
  Kind Regards
  *****
  ************

  Business Response

  Date: 02/12/2022

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

  I understand
  our Customer Solutions Department emailed you on November 18th, 2022
  to assist with the removal of the equipment. Your account notes have been
  updated to reflect the available offers and they are waiting for your availability
  to schedule the removal.

  1.           Recovery
  charges for services rendered:
                HVAC
  System + ********* Packages- $300.00 + HST
                                           All Water Purification systems-
  $340.00 + HST
                                           Total
  amount owing: $640.00 + HST

  Unfortunately,
  your old equipment, which was removed in August has been discarded, this is standard
  in our installation process when removing old equipment for homeowners.

  As an
  exception our Customer Solutions Department offered you a discount off the
  purchase price of the water softener that is currently installed on the
  property should you decide to keep this system rather than opting to remove. Should
  you be interested, we would be able to reduce the purchase price from $2,500.00
  + HST by 10%, bringing you to the new purchase price of $2,250.00 + HST.

  Please
  call us at 1-************ and our Customer Solutions Department can assist with
  the scheduling and processing of your request.

  Thank
  you,
  Jessica 

  Customer Answer

  Date: 05/12/2022

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

  This is the exact same thing they emailed me before I contacted BBB

  This is costing me thousands of dollars 

  They should be keeping my old equipment for the 10-days grace period, which they didn’t and the water softener was in a perfect working condition, they offering 10% discount is just pennies 

  cost of Removal is also high

  i emailed them few times but this is the thing they keep repeating 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 16/12/2022

  We understand
  you’re unhappy with the decision, but we have assisted and made exceptions in
  your case to assist you further.
  Our
  Customer Solutions Department is awaiting your call to assist you further with
  scheduling and the processing of the adjustments on your account.
  Thank
  you,
  Jessica
   

  Customer Answer

  Date: 16/12/2022

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

  I replied to the email and no adjustments have been made,

  you want to charge me for the removal and don’t have my older equipments, forcing me to buy out at a much much higher price than the other companies for the same rating equipments,

  keeping repeatedly repeating yourself, overcharging a customer, making it super impossible to get out of your rental agreement, creating a do or die situation is not the resolution 

  you don’t even have any respect for anyone’s time or money not even for the BBB

  how is that an adjustment, 

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

  Business Response

  Date: 28/12/2022

  Our Customer Solutions Department is awaiting your availability for scheduling.

  Please call our Customer Solutions Department at 1-************, Option #5. They are available Monday to Saturday 9am -5pm.

  Thank you, 

  Jessica

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You can schedule, I am not going to pay for the removal, make all the bills sent out to me to zero first.

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

• Initial Complaint

  Date:25/11/2022

  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.

  First, I was not informed by the seller that the furnace that came with the place was a rental furnace as it was not listed in the agreement of purchase/sell for the property. I emailed reliance a copy of the property purchase which solely states I am renting a water heater tank. The representative consented with this finding. I did not receive any letter from reliance stating that the rental furnace would be transferred to my name nor did I receive any bill. When asking to cancel these services and requesting a refund for all the months, I was told I could not because the previous owner set up a contract until 2025 and that I would be penalized if I broke the contract (which wasn’t even set up by me). My ******** bill does not state that I am paying for a rental furnace to reliance. They advised they will continue to bill me even though I was not legally informed my property came with a rental furnace. Furthermore, I was charged for a monthly protection plan of estimated $14 for a furnace rental. When speaking to a representative, I was advised customers are not supposed to be charged for a protection plan for rental furnances. While talking they advised they have cancelled the protection plan but will not reverse any fees. Protection plan service fees should not even be provided to a rental furnace and I should not be charged for this protection plan in the first place. This is solely a company error.

  Business Response

  Date: 02/12/2022

  Hello and thank you for bringing this to our attention. We do require additional time to complete our investigation. - Karen

  Customer Answer

  Date: 02/12/2022

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

  no solution has been provided. 
  
  
  
  Sincerely,
  
  
  
  ************* ***************

  Business Response

  Date: 12/12/2022

  We have a refund waiting to be sent to the customer. I need them to confirm the mailing address for the cheque to be sent. - Karen

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  Thank you for responding. Can you please provide the details of the resolution and cheque amount receivable. 1) Am I receiving a refund for all months paid for the rental. 2) Will I be provided with a free cancellation. 3) Will I be provided a full refund for the rental furnace protection insurance. My mailing address is ** ****** ****** *********** ******* *** ***
  
  
  
  Sincerely,
  
  
  
  ************* ***************

  Business Response

  Date: 21/12/2022

  Yes, to all three questions- total refund will be $4874.07. The cheque has been issued and will take 4-6 weeks to arrive. - Karen

• Initial Complaint

  Date:25/11/2022

  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 moved out of our home (** ******* ******** *********) on June 15th 2022. When at ******* Crescent we rented a water heater and furnace from Reliance. Included in the paper work for the sale of our home the new owners were to take over all rentals. We completed any legal paperwork that Reliance said they required and the new owners said they did as well. Reliance continued to take money from my automatic withdrawal the month after I moved out, I called and inquired, they said there was a balance owed but they took out $100 too much and would send that amount in a cheque in 6-8 weeks (the money never came). The following month they attempted to take the money again, I have since put a stop payment on the account. I contacted my realtor and she in turn contacted the new owners and they stated that they had done everything on their end but still Reliance would not switch the account over to their name. I spoke with my lawyer and she assured me that we had done everything on our end properly and to keep the stop payment on the account. Reliance has since called me several times and been extremely ****, I explain the situation and they tell me regardless I still owe the money because they claim they don't have the new owners paperwork. It's bordering on harassment the amount of phone calls I have had from them and continue to get. I am worried that they will take this to collections and it will affect my credit. I don't owe them any money and do not (and will not ever) have a Reliance product in my new home. I just want resolution to this as it is now 5 months later. I want them to stop contacting me and finish setting things up with the new owners of ******* Crescent. I have no idea if this has already affected my credit but if they have done something I would like that corrected. I am not a person who does not pay their bills. We also rented a water system from ******** and had no problems transferring that over to the new owners.

  Business Response

  Date: 09/12/2022

  Thank you for brining the customers concerns to our attention.  The purchase and sale agreement attached does list the rental water heater and the water heater has been transferred to the new home owner.  Reliance did not receive the assumption package for the rental A/C that is required to transfer the equipment.  We spoke to the current and previous home owner on December 2 and provided instructions on where to send the documents in order to transfer the rental A/C to the new home owner.  - Gemma

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  it is simply not true.  All assumption paper work was always in their possession.  We have been openly communicating with the new owners that were struggling to get Reliance to give a straight answer to them.  They have proof that the assumption paper work was submitted on time.  Our paper work was submitted ahead of closing date.  I do find it a little interesting that since filing this claim Reliance has now told the new home owner that they in fact do have the paper work and the account is in the process of completion now, likely 1-2 weeks and it will be done they said.  A week after I filed this claim another person from Reliance contacted me and I told him that I had filed the complaint.  I wish I had of filed it much sooner as it has seemed to speed along the process they should have completed months ago.  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 21/12/2022

  The documents were received from the new owners lawyer on December 12, 2022.  The account has been closed in the customers name and the months billed credited back to the account.  Please ignore the most recent invoice received in the amount of $819.19.  The account is closed with a 0 dollar balance.- Gemma

• Initial Complaint

  Date:25/11/2022

  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.

  On June 1 2022 I had reliance home and comfort come to replace an A/C and HVAC unit. They gave me a bigger unit and took the smaller one with them when they left.
  
  Since than, every month, reliance has been charging me for both units. I have called them every month requesting the smaller unit be taken off my account and the funds to be credited. This has not happened.
  
  On Oct 6 I called them and was told they would issue me a credit on my account, which I told them NO I wanted it to be put back into my bank as they have now taken so much out that its affecting my other bills. I was assured the money would be in my bank within 4 weeks as they had to go through a specific process.
  
  Nov 9, no money in account and they continue to charge me for BOTH units. I was again told the 829.89 would be in my bank account I. 3-5 business days.
  
  Nov 14, no money. I called them back amd told it was not yet processed.
  
  Nov 15 no money. Called back and again told to waif 5 business days that it would be in my account no later than Nov 22
  
  Nov 23 I called back to see what was happening as money still not there. Told to give to end of day
  
  Nov 24, still no money. I called them advised I'd be contacting BBB as its still not there, my bank has NO RECORD OF IT BEING PUT INTO MY ACCOUNT.
  
  I have been fighting with them since JUNE 1 2022, they now owe me 829.89. I have waited more than I should have, I have given them the benefit of doubt more times than I should have. I need my money back to pay my bills.
  
  I have reference numbers and names of managers I have spoken to.
  
  Managers
  Raygen (spoke to 3 times)
  Rain I spoke to once

  Business Response

  Date: 02/12/2022

  Thank you for bringing the customers concerns to our attention.  I apologize for the errors made on the account and the delay in having the corrections made and the money refunded to the customer.  The account has been corrected and the refund was processed November 24th.  We will be following up with the team members the customer spoke to in early October as they did provide incorrect information to the customer which resulted in the delay.  - Gemma

  Customer Answer

  Date: 04/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  The money was returned to me, however it should not have taken over 6 months and the BBB to become involved for it to happen. 

  I thank you for taking the time to help me. 

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