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:26/06/2025

  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.

  AC broke down yesterday (June 23), a rental unit from Reliance. Reached out to company who said they can't come out until Thursday (26). 35 degrees in the house with elderly people. Called company numerous times to escalaye the situation. Finally was advised they will send a tech out today (24) between 1-5. Waited for tech who arrived shortly before 5. Tech look at unit, advised to have it shut off and he would return to take a look. Returned approx 2 hrs later to tell us there's a leak in system and he will return Thursday (26). During the visits, tech was on phone quoting other jobs. I don't understand why a technician would come out and not work on the problem, instead rebook the appointment. It's like it was a visit to show face; a lousy attempt to tell us there working on it. Service reports does not state what was done. My parents are struggling in the household, one of them have asthma. I just need a tech out asap to resolve this issue. We are paying for a unit in a timely manner, expect the service to be performed likewise.

  Business Response

  Date: 26/06/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to respond.
  According to our service records, the work in question was completed.  Our technician identified a leak at the condenser valve, which was promptly repaired. Following the repair, the system was recharged with refrigerant to restore proper functionality.  If there are any ongoing concerns or if the system is not performing to your satisfaction, we would be happy to schedule a follow-up inspection to ensure everything is working correctly.

• Initial Complaint

  Date:24/06/2025

  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.

  Our owned water heater stopped working, so we contacted Reliance Home Comfort for inspection. They charge a $99 diagnostic fee, followed by a service charge if we proceed with the repair. They diagnosed the issue as a suspension blower error (Error Code 4). Since our tank is under warranty with ** ***** (the manufacturer), we ordered the replacement part. After receiving it, we contacted Reliance to install it. However, after installation, the unit still did not work and showed the same error code. Reliance then informed us that the total charge would be $200. We were initially reluctant to pay because Reliance was the one who diagnosed the issue, and it turned out their diagnosis was incorrect. The problem remains unresolved, yet they expect us to pay, despite not actually fixing anything. We called the technician manager, ***, who told us "it wasn’t their problem". I have the entire conversation recorded. He said, and I quote, “If you went to ******** **** and got an oil change, do you expect it to be free?” I responded, “If you got an oil change from ******** **** and then your car breaks down...” We ended up agreeing to pay in the end but they put in to collections.
  
  We would like a resolution. If there isn’t one and we end up having to pay, so be it—but we want our story to be heard. Reliance has acted like absolute scammers. We didn’t even know we owned our water tank since it came with the house, and they kept pressuring us to switch to a rental plan and pay more. In the past, we fell for it. I was only 16 at the time and didn’t know better. We owned our tank, yet they convinced us to rent.
  
  Lastly, imagine hiring someone to diagnose a problem with your car. They say it’s the battery, so you replace it—but the car still doesn’t start. Then they say it’s the starter, so you replace that too, and again, nothing changes. In the end, the problem isn’t fixed, yet they still expect you to pay for both incorrect diagnoses. Does that seem fair? Please help us.

  Business Response

  Date: 25/06/2025

  Thank you for bringing this to our attention. I can confirm we had three technicians attend the residence. The customer chose not to proceed with ordering the part, as they believed it was our responsibility to do so under warranty. We clarified that, since this tank is not part of our rental program, they would need to contact ** ***** directly to obtain the motor.
  As a goodwill gesture, we reached out to the customer and offered to install the part for $200 if they were able to acquire it themselves. The customer agreed to this arrangement. We did our best to assist in this situation; therefore, no refunds will be issued. - *****

• Initial Complaint

  Date:13/06/2025

  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.

  Upgraded my old furnace as a new home owner and the water treatment tanks were improperly installed causing my backroom to flood several times in the middle of the night while I was home alone and disabled after being hit by a transport truck. I was instructed to shut off my water or ask someone to do it for me at 3am and I was in a wheelchair. I had to rip up the entire floor and subfloor due to black mould and Reliance offered zero compensation. I am out several thousand dollars for repairs.
  
  A gas leak occurred on my street June 11 2025 and ******** entered my home to turn on my fireplace and water heater - a safety violation was issued and the gas shut off to my water heater due to another improper install by Reliance.
  
  When I called I was advised that due to a balance on my account they would not send a technician and that my escalation case had been closed without notification. I had to tell them I was a single disabled person in order to have help come the following morning.

  Customer Answer

  Date: 16/06/2025

  ******** *** *** two invoices. One is for a reverse osmosis I did not want; the sales representative was incredibly pushy on it. The larger amount is for the water heater which was improperly installed causing flooding and then the gas line improperly installed which ******** gave a Type A violation and shut my gas off. I have been trying to pay it down, but have struggled as I had to pay for new flooring and subfloor as the flooding caused black mould. That credit card is now on collections. All of this right after I was hit by a transport truck head on and have been trying to catch up financially. 
  
  Please let me know if you require anything else. 
  
  Thank you,
  
  ******* 

  Business Response

  Date: 26/06/2025

  Thank you for providing the information and I truly apologize for the what has happened to you.

  I understand that you need time to make arrangements for payment, if you can please email me or call me so that I can arrange this for you.

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

  In regards to a claim, have you you contacted our claims department I do not see anything stating a claim is in the system.

  Please contact me and we can arrange a payment plan.

  Thanks ****** 

• Initial Complaint

  Date:13/06/2025

  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 closed my account at reliance home comfort after I moved 3 years ago. There legal team told me I was done and my account was closed.
  Now 3 years later they've decided they mistakenly refunded me 3 years ago and reopened my account. I don't believe this will be a one time payment kind of occurrence. It's been 3 years and it took a lawyer and a better business bureau complaint 3 years ago to get them to close my account in the first place.
  I want them to close my account like they stated they were going to do 3 years ago and cease this ********* practice. Their possible administrative error 3 years ago is not a former customer problem years later. This is just poor business practice.

  Business Response

  Date: 18/06/2025

  Hello, thank you for bringing this to our attention. I can confirm that the charge has been removed from the customer’s inactive account, which now reflects a balance of $0.00. I apologize for any confusion this may have caused. - *****

  Customer Answer

  Date: 18/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like reliance home comfort to close the inactive account to prevent any future issues like this arising again, this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/06/2025

  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 have rental hot tanks (HWTs) with Reliance Holmes in one of my rental properties. One HWT stopped working, I called the company, they scheduled a technician. The technician came and spent some time trying to ignite the HWT but failed.
  
  Then he told me I should upgrade the vent system or use tankless water heaters, which was a conflict-of-interest violation as he was trying to sell me something. I expressed my upset about his behavior.
  
  For revenge, he then told me that he would tag all three HWTs in the mechanical room and ask the ******** to shut off the gas by falsely claiming that there is a safety issue.
  
  I asked him to show and convince me where the safety issue is. He pointed to the top of each HTW and told me that the melted plastic at the top of the HWT around the hot water copper line is an indication of safety issue. He tried to show me that the vent has an issue that has caused the melting of the plastic. But he failed to demonstrate that to me. As an excuse for his failure, he argued that the vent sometimes works fine, sometimes will cause issues to melt the plastic.
  
  When I looked at the melted plastic, it is obvious that the melting was caused by the soldering to the copper lines near the plastic. The technician should have noticed this.
  
  What I can mention here is that I did a full replumbing of the building last year under a building permit including the replacement of all water lines to and from the HWTs and adding a temporary adapter to each HWT as required by the city’s inspector.
  
  The technician was abusing his privilege for his personal revenge after I expressed my concerns about his behavior. In addition, he was doing sales outside his technician duties.
  
  I have reported this issue to the company and requested to talk to a manger from the company a couple of times. But no one has contacted me for this matter.

  Business Response

  Date: 16/06/2025

  Hello, and thank you for bringing this to our attention. Upon arrival, our technician attempted to restore water service but identified a potential issue with the venting system. It was confirmed that the venting exceeded the allowable length for proper operation. Further inspection of the water heaters revealed clear signs of backdrafting, including melted plastic around the water inlets and dip tubes.
  This condition posed a serious safety risk to the tenants and occupants of the building. As a result, we were obligated to red-tag the furnace and notify the gas company in accordance with safety regulations. We stand by the technician’s findings and the actions taken to ensure the safety of the premises. - *****

  Customer Answer

  Date: 23/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business didn't address my concern that I raised in the complaint: the technician's practice of doing sales (such as tankless water heaters) out of his duties, which was a conflict-of-interest violation.
  
  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 26/06/2025

  The technician did not discuss any additional products during the visit due to the customer's aggressive behavior toward him. - *****

• Initial Complaint

  Date:10/06/2025

  Type:Service or Repair 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 scheduled an appointment numerous weeks ago with Reliance Superior under my servicing plan for plumbing repairs. The appointment was entered in my computer and calendar for today June 9th. The company did not show up and when I called the appointment call centre today several persons at the Call Centre had no explanation as to why I was not informed of the cancelled appointment. I asked for the number of the local office of Reliance Superior at 96 Terracon Place and the Call Centre personnel said they had no information as to the phone number. This I found most odd, in fact I got the impression that the number is not being given out for reasons only they know.
  A new appointment was again set up for this Thursday the 12th of June between 7 am - 11 am time window.
  I am informed via an Internet review search that issues of no attendance to scheduled appointments is endemic to the organization in this company.
  I am only asking for an explanation as to why the cancellation occurred and that I was not informed on a timely basis of this fact. Also, why is there a reluctance as to providing information as to the local phone number for this company.
  As a long time customer of over 25 years who pays for both the HVAC and Plumbing plans I expect better service.
  Thank you.

  Customer Answer

  Date: 12/06/2025

  The issue has now been resolved by a discussion with Reliance’s Service Manager on Thursday at 1:00 pm after yet another failed attendance by their plumbing service. This time in the discussion, *****, the Service Manager, advised and admitted there existed an issue with staffing of plumbers plus that the Call Centre staff has not abided by information imparted to them not to make appointments for which plumbers are unavailable.
  I now have full assurance that two plumbers will attend on the 18th to resolve my issues and that I will receive a plumbing maintenance plan credit which will show up in July on my next statement as recompense.
  
  ******* *********

• Initial Complaint

  Date:10/06/2025

  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.

  Purchased a house April 24/25. The house comes with a rented hot water heater. I, do not want any monthly payments with Reliance. So I went threw the process of A buying the hot water heater out OR B having Reliance come and retrieve threw property. After approximately 3 to 4 hours on the phone getting transfered as on June 9/25 I'm still no further ahead .
  April 28/25
  Reference # ********
  Request# ******
  Was informed that 1: had to open an account at a $35.00 processing fee.
  2: this account would take 24 to 48 hours to process.
  3. The buyout on the tank would be $260.00 + taxes
  4. After the process time it would take an additional 10 business days to "mail" me the bill so I could pay out the account and close it.
  So I left it at that.
  June 9/25
  Called to find out where and why this account is still open and why my bill has not been mailed to me yet. (Keeping in mind that ****** **** is on strike).
  Reference # 5453271
  Was told that Reliance does E billing and that my request doesn't show up on the billing side (even with the reference #********
  Request# ******)
  Frustrated I requested to speak with a supervisor where I was placed on hold to 20 minutes when I hung up.
  10 minutes later I get a phone call from Reliance but it's their sales department trying to give me 4 months free service and sell me an extended warranty on a 14 year old hot water heater.
  I, simply want to buy it out in full OR have Reliance retrieve their property.
  The serial# ***********
  Is on their hot water heater which I retrieved on April 28-29 2025.

  Business Response

  Date: 11/06/2025

  Thank you for bringing this matter to our attention. I have spoken directly with the customer and confirmed that his buyout has been processed and is now reflected on his account. The account is inactive, and the account setup fee has been reversed.
  The bill was processed today, and the customer should receive it shortly. He has confirmed that he will proceed with the payment for the updated amount. A confirmation email has been sent to the customer regarding this matter.
  Should he have any further concerns, he is welcome to reach out to me directly. -****** 

• Initial Complaint

  Date:09/06/2025

  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.

  It's started in 2021 when my financing was suppose to be completed to find out I still had to pay 2 more years which was odd because I was told it was 10 year and I had to option to continue with the units or continue payment with newer units.
  
  When Reliance was not able to bill through we were told we would get notify from the supply for new payment arrangement I didn't bother because we were in 2023 and I had paid the so 2 extra years so I won't be bothered by payments.
  
  I then receive letters wanting me to pay the unpaid amounts. I explained I didn't get any info and I had paid 12 years of a 10 year finance which this makes no sense. And I also explain the reason we were not able to responded my wife and I had health issues and we were in and out of hospital and the left message were people mumbling not giving a understandable name phone number and reachable contact info at time.
  
  I have asked in writing an account payout and they are running around phoning and not responding to my request.
  
  It seems they are not willing to send in writing what they trying to collect, and do are not responsive to my request. And now they are threatening to go to collections while I am still making payments.

  Business Response

  Date: 10/06/2025

  Thank you for bringing the customers concerns to our attention.  The customer has a rental agreement with Reliance, the equipment is not financed and is not rent to own.  The customer was in touch with a team member via email and provided the buyout quotes if they wish to proceed with buying out the equipment.  If the customer requires further assistance with having the buyout processed or the account settles they are welcome to email me at ********@***************.com - *****

  Customer Answer

  Date: 10/06/2025

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

  Now that have contacted the Better Business Bureau I get the email with the payout I was inquiring, questioning without proper information from them since 2021. 

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

• Initial Complaint

  Date:09/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an existing customer and have a hot water tank with Reliance. home comfort advisor ****** ***** reached out to me regarding heat pump installation
  March 20 2025 - Quoted $81.99 plus taxes for 2 heads includes installation with 6 months off.
  Later **** ******** - manager called me and offered 8 months credit.
  Then I get a call saying the product was out of stock and offered a damaged exterior heat pump and reduces the rice to $77 plus taxes with 8 months credit.
  Signed a contract and all set for installation, I inquired about the 3 heads and was told that an additional head would cost $144 plus taxes.
  2 days before the installation of the unit i get a call that the installation cannot be done
  I reached out to the customer resolutions team and ******* ******* was handling my case ********
  On May 15 2025, I got a call and a ******** message on ****** *** from ****** saying I was offered the 3rd head for 21.60 extra per month or I can pay put of pocket $2160 for the 3rd head that’s $99.99 plus tax.
  The HCA took my credit card details and produces a contract - A contract was sent to me and it got timed out the next day but I took a screenshot of it. later next day they said they can’t honour the contract and I would have to pay $144 plus taxes.
  I spoke with Karen Bisson from the Office of the President.
  I asked her a simple question - Shouldn’t businesses be honouring the promises that were made to the customer’s and her response “NOT REALLY”. Is that how your organisations deal with customer complaints?
  Later she called me after a couple of hours and advised that she wanted me to look elsewhere to another company and she wouldn’t agree to honour anything that was promises other than $144 for 3 heads, so I asked what about the contract u signed for 2 heads $77 plus taxes she continued to say you need to look elsewhere for a heat pump.We are 3 months into the discussion and all I have gotten is disappointment, lies, inconsistency with information.

  Business Response

  Date: 09/06/2025

  We appreciate the opportunity to respond to this complaint and provide clarification regarding the situation.
  The customer initially entered into an agreement for a two-head heat pump system at a promotional rate. However, when the customer later requested a third head, this constituted a material change to the original agreement. As a result, the original contract was voided, and a new agreement was required to reflect the updated scope and pricing. While a revised contract was generated and sent to the customer, it was not fully signed and executed by both parties. Therefore, no binding agreement was in place for the updated installation.
  We understand that the customer received various communications from our representatives during this process. However, the customer’s characterization of these interactions is exaggerated and omits important context. Our team members acted professionally and in good faith throughout, attempting to accommodate the customer’s evolving requests.
  As an extreme act of goodwill, despite the absence of a finalized agreement, we applied a $100 credit to the customer’s existing water heater rental account. This gesture was made in the spirit of customer service, even though we were under no obligation to do so.
  Given the breakdown in communication and the inability to reach a mutually agreeable resolution, we have made the decision not to engage in any future business with this individual. We believe this is in the best interest of both parties.
  We respectfully consider this matter closed.

  Customer Answer

  Date: 09/06/2025

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

  I just inquired about the third head and never really told them I wasn’t interested in 2 heads and to void the contract. 
  

  Please ask reliance to provide a communication that says they voided the 2 head contract. 
  

  it’s a poor accusation from Reliance that I am exaggerating things. It’s poor business and treatment of myself causing a lot of mental stress over a heat pump. 

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

  Business Response

  Date: 14/06/2025

  After careful consideration, we must reiterate that the agreement in question is considered void. As such, we have elected not to engage in any further business with you moving forward.
  We encourage you to seek an alternative supplier to meet your needs. This decision is final and has been made in alignment with our internal policies and standards. This will remain our stated position moving forward.

• Initial Complaint

  Date:09/06/2025

  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.

  Reliance has incorrectly billed me and reported it to the credit Bureau for collections
  /1/ Charges up to Nov 30, 2023 Water Heater Rental: $362.91 + tax
  /2/ Charged up to Jan 31, 2023 Plumbing Protection Plan $76.23 + tax
  totaling to $497.64
  
  /1/
  Reliance has been collecting payments for water heater rental through ******** as their partner till Dec 2023. ******** ****** bills from ******** showing resp. charges till Dec 2023 and
  Starting Dec 2023, Reliance did a seamless migration by creating a new account # ************ charging directly. ********** ** the bill trail with search starting 2022 from the reliance online portal, the first bill dated December 29, 2023 (*** ********) with due date 01/13/2024.
  
  /2/
  Reliance offered a promotional plumbing protection plan for a few months, which I gracefully opted to try out. However, I didn't find it useful enough and discontinued within the trial period. This was done over the Reliance call centre as the only available method. After the cancellation, I also called 2 weeks later to make sure that the plan had ended, and I was confirmed that there is no active plan. Later, this bill includes a charge of $76.23 + tax for the plan, which is unanticipated. On April 26, 2024, I called Reliance AR escalations, when they already agreed to wave this one off, insisting me to still pay for water heater rental /1/ item, which I already paid and am not liable for either.
  This interaction with the Reliance agent on April 26, 2024, was very rough and scary and more of a harassment, which I never anticipated.
  
  Besides this particular issue, I have a few emails showing Reliance agents *************** signing you up for plans which you didn't opt for from later 2024, which indicates this is more of a sales **** Reliance is running. And the Reliance customer support email never reverts to those. So the only way to reach out to them is over the phone (that somehow can't be proved, unless you happen to record their calls)

  Business Response

  Date: 11/06/2025

  Thank you for bringing this matter to our attention. The balance of $497.64 for the disputed charges has been reversed. Additionally, our collections team has been notified to ensure the customer is removed from any collection's proceedings going forward. -****** 

  Customer Answer

  Date: 11/06/2025

  
  
  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,
  
  
  
  ******** ****