Customer ReviewsforReliance Home Comfort

trying to get out of reliance contract. they either want me to pay three of four times the price of a new tank (after ive already paid for it more than once) or that want me to scrap the tank that still works and mail them a piece of it so they know it has been ripped out. and the claim to be some sort of "green company" filling our dumps with working appliances

Thank you for your feedback *****.  You are welcome to email me with your account details to ********@***************.com and I will be happy to address your concerns- Gemma

* ******** **** **** *** **** ** **** ******** ******** **** ******* ** **** ** *** Few months ago i got call from reliance to introduce plumbing protection plan. * **** *** ** *** ** ******* ** ***** ** ** *** They said ok will send you welcome letter which will tell you what are we providing said ok. ** ******* ****** **** **. Next say j called *** **** ** ******* ****** **** ** *** **** to confirm we are not enrolled in it. That guy on other phone said NO you are not. Now after few months i start getting bills. From February till today i made multiple calls to resolve my problem. No progress. I asked papers where we signed reliance said you confirmed over the phone. We said ok said us call recordings as you record all calls. They said we need time. We said ok. In next call they they said we have transcripts we said no problem. Just email to us . We need time thay said . We said ok. In bext call they daid we can't send you records as this is not our policy. Now we said you didn't send any single thing to confirm . No signatures, no records nothing. But are increasing our bills day by day and month with note that uou have to pay this otherwise we will collect it from your credit card and report which will impact on your credit history. **** ** *********** We are genuin citizens who pay all bill fill our taxes properly. ******* **** ** **** ******* I don't know what should we do next. We are frustrated. Please please help us out. We are so tired to making up tones oc calls wwith 45- 60 mins wait and still don't reach any point . We cant pay for services that we never asked for

Good Afternoon,

Thank you for your review, I do apologize for the frustration and inconvenience caused. The plan has been cancelled and the charges reversed on April 22, you will see this reflected on your next bill. If you have any further questions please reach out to me.

Thanks Nicole

********@***************.com 

Was sold smart home system with water softener, was told no contract with smart home system, called to cancel smart home system because we sold our home and had to pay $1,200 to buy out the equipment. Read the fine print, ***** ***** ****** *** **** ****** *** **********

Thank you for your review, I do apologize for any miscommunication or frustration caused. Please email me if you need further assistance and I would be happy to help. Thanks Nicole 

********@***************.com 

Our rented hot water tank broke and flooded our entire basement. A replacement one was not provided until late in the evening the next day. They then charged our account over $700 claiming that it was our fault that it broke and is adamant that it’s our fault, despite the fact that the tank was over 10 years old and has been serviced by them in the past.

I'm sorry to hear that you may have had a troubling experience. If you would please email your account details, and a further description of your situation, I would be happy to help. Thank you, Karen – *******@***************.com

I would NOT recommend Reliance. I recently purchased my first home, * ********* **** ****** ** ****** **** *********** Unfortunately, my introduction to Reliance was far from pleasant. Shortly after registering to assume the previous owner's water heater rental agreement, I received an email informing me that I had been enrolled in a "System Protection Plan" for my independently owned heating/cooling systems. This was contrary to my explicit instructions during registration over the phone, where I had clearly stated that I did not want any additional coverages or plans beyond my water heater rental, despite multiple prompts from the Reliance agent to try to upsell. Upon contacting Reliance to rectify the error they did not acknowledge the mistake and appeared to frame the situation as if they were doing me a favour by waiving a potential plan cancellation fee for a plan I never registered for in the first place. Furthermore, despite the clear miscommunication and inconvenience caused, they persisted in trying to persuade me to retain the unwanted plan. ****** ** *** ************ * **** *** ********** ** ***** ** ******** ** * ****** ******* ****** ** ****** * **** ********* ******** **** ******** *** ****** *********. While I appreciate that a customer service representative, S.O. acknowledged my review with a message stating ""I'm sorry to hear about your experience. Please reach out to us for further assistance," the subsequent follow-up was lacking despite sending S.O. a direct email with my contact details. The lack of follow-through and communication further underscores the company's poor customer service standards. Reliance's failure to accurately process a customer's explicit request, coupled with the lack of effective communication, significantly detracts from the overall customer experience.

Hi *****, I’m sorry to hear about your disappointment. Please email me with your account details at ********@***************.com and I will be happy to review your experience and assist you with your concerns- Gemma

** * *** **** **** * **** **** * ****** *** ***** ******* ***** ***** I bought a property last year and they still haven't changed ownership to me. I have called 1000 times and so had the previous owner, with no resolution. No communication among the staff, no accountability and no logic. *** ***** ******* ******* *** **** *** ***** ** ******** ** * ********

Hi ******, 

Thank you for your review, I do apologize for the frustration. Please email me and I would be happy to help. ********@***************.com 

Thanks Nicole 

**** **** **** **** ****** I’ve been paying for their water heater for 14 years he finally broke down and I went with another company. They charged me a termination fee of $75! Unbelievable, after having paid them more than what the water heater was worth and only having to terminate because their water heater broke they’re charging me $75. I will never purchase anything from them ever again *** * **** **** **** ** ******** *** **** **** **** **** ******* **** *** ******

Hello ********, I am sorry to hear that you may have had a troubling experience. If you would please email your account details, and a further description of your situation, I would be happy to help. Thank you, Karen – *******@***************.com

Well the install went as planned. Except they didn’t pull an electrical permit until I tried to get the provincial rebate. The furnace did not work come fall. The Gas was off and the thermostat was not setup correctly. Took one day to get this addressed. Furnace has been working since. Reliance has a $500 no Frustration guarantee. But when I contact them to collect, no one responds. Neither the salesman Neil Z. or the manager Ed S. So you may want to avoid this company as the reliance to honour their warranties isn’t apparent.

Hi *******,

I do apologize for the poor experience. Please reach out to me and I would be happy to help. ********@***************.com 

Thanks Nicole

Hello Nicole, Thanks you for your reply. I spoke with Jenny from customer service and the issue has been resolved and I will receive the $500 for no frustration guarantee.

Absolutely shocking that to buy out a 14 year old tankless water heater is over $500, and when asked about the cancellation & return fees, customer service repeated a whole sales pitch about getting a technician out ASAP to REPLACE THE UNIT, brand new at no cost. I had to ask for the cancellation fees multiple times only to find out it ranges from $0 - $125 depending on return options. When asked why $500 for a unit that likely cost $1-2k 15 years ago, the answer was "because it's tankless". It's still 14 years old. **** * ********* ******** ****** **** ******* ********* *** *** ** ** * ********** ********* ********, ****** ** *** ****** **** *** ***** ******* **** ***** ****** **** ** * ****** **** *** ************ ****** ********** ** ******** **** *** ******** **** * **** ***** ********* ** *** **** ******* ***** *** ******* **** ***** *** ******  The math: The interest rate required to get a total amount, principal plus interest, of $10,000.00 from simple interest on a principal of $2,000.00 over 10 years is 40% per year.

 I am sorry to hear that you have had a troubling experience. If you would please email your account details, and a further description of your situation, I would be happy to help. Thank you, Karen – *******@***************.com

Bought a townhouse from ********* in Markham. The builder signed a hot water tank rental contract with Reliance Home Comfort. Initially 3 years they charge $75 per month which is $40 more expensive **** ******* ** ***** ********* in the area for hot water tank rental. After the first 3 years, I called them and bargained down to $50 per month ***** ** ***** *** **** ********* ******** **** ***** *********. They said the hot water tank is highly efficient that the reason costs more. But in fact that it is the same model offered by other companies, the only difference is they put a plastic cover on top of the tank it looks a bit better. I called many times trying to get out the contract, but every time the answer was, that they want me to buy out the old tank but still wanted me to pay $1400 which equals the cost of a brand tank including an installation fee. ****** ** *** ******* *** ****** ********* **** ******** **** ********

Thank you for your feedback *****.  You are welcome to email me with your account details to ********@***************.com and I will be happy to address your concerns- Gemma