Complaints

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

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• 

  Reliance Home Comfort

  2 Lansing Sq North York, ON M2J 4P8

  
• 

  Reliance Home Comfort

  60 - 113 Cushman Rd St Catharines, ON L2M 6S9

  
• 

  Reliance Home Comfort

  2055 Forbes St Whitby, ON L1N 9X1

  
• 

  Reliance Home Comfort

  4 - 215 Bathurst Dr Waterloo, ON N2V 2B2

  
• 

  Reliance Home Comfort

  8545 Coronet Rd NW Edmonton, AB T6E 4N7

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

• Initial Complaint

  Date:05/06/2025

  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 have had a rental of AC from Reliance Home Comfort. Since 2018 I have been paying monthly rental fees that now total more than the cost of the unit. I've tried several times to end the rental agreement but the buy out price to do so is $3,000.0 which to me is unfair and astronomical. Each time I speak with a Reliance agent they will offer me lower monthly payments but maintain the high buy out price. I simply want to be finished with monthly obligation.
  
  6/2/25 trying to access my AC account at Reliance website and it will not display. Only shows my water heater account. The site does NOT show payments from the initial purchase date.

  Business Response

  Date: 06/06/2025

  Thank you for bringing this to our attention.
  The buyout for the rental equipment is $3,120 plus HST. We
  kindly ask the customer to refer to Section 10 of their rental agreement’s
  terms and conditions, which states: "The depreciated fair market value of
  the equipment as of the date of such buyout (as determined by us on a
  straight-line basis in accordance with Canadian Generally accepted Accounting
  Principles and assuming for the purpose of such determination that the
  equipment is valued on an installed basis without regard to the cost of removal
  and has been maintained as required by this agreement)."
  

  As an exceptional goodwill gesture, we are prepared to extend a 20% discount to the customer. Alternatively, should the customer choose not to proceed with the
  buyout, they have the option of equipment removal. -****** 

  Customer Answer

  Date: 09/06/2025

  
  
  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 because it seems there is only one costly alternative that I cannot afford. 

  I reviewed article 10 of the rental agreement signed in 2018. Seven years of monthly payment have exceeded a purchase price and there have no service calls. It would seem that the company would have a  clause that would consider a monetary limit. As well, I do NOT recall the service person pointing out the choices; i.e. rental, rental buyout. I can't afford to buy out this AC unit and therefore am committed to rental payments at the reduced rate offered. I remain disappointed that a customer who has never missed a payment is obligated to continue in this agreement that has exceeded the purchase price. 
  

  Please forward this response to Reliance. If BBB cannot forward this please let me know and I will send my remarks to them.
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:30/05/2025

  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 upgraded my water tank to tankless heater with Reliance over 1 month ago after an ******** 3rd party provider aggressively attempted to make me agree to changes to my heater and put a clearance tag on my heater. The Reliance installer installed the tankless and bought me out my contract with ********. Over a month later (yesterday) ******** came to my home when I wasn't there and shut off my gas meter. I have been calling Reliance and ******** to address the matter with no results. Reliance was supposed to send a technician today 4-8 to clear the issue but they did not show up. I called reliance twice tonight to inform them of the no-show and no call as promised from the technician after the 1stt call to Reliance. It's now 1030 pm I still have no gas connection and have to take another day off work.

  Business Response

  Date: 04/06/2025

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

  I have reviewed the account and see that we have now cleared the tag, apologies for the delay and missed appointment.

  Thanks ****** 

• Initial Complaint

  Date:27/05/2025

  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.

  Hot water tank rental which was installed by the home builder. I'd like to cancel the rental but because builder signed a 7 year agreement I can't exit without having to buy tank at and exuberant amount. I only have 5 months left in the contract.
  
  The tank is old, not efficient and not worth what they want to charge me.

  Business Response

  Date: 29/05/2025

  Thank you for bringing the customers concerns to our attention.  The customers rental agreement is a minimum 7 year term which does end in October 2025.  The equipment is not rent to own and this does not mean the water heater becomes the property of the customer.  The customer can continue to rent on a month to month basis, remove the equipment or buyout.  The customer has been provided all options and spoke to a team member on May 28 2025 where the customer accepted a 20% discount on the monthly rental rate- *****

  Customer Answer

  Date: 29/05/2025

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

  This complaint is not pertaining to monetary issues rather the business practice of Reliance. As a homeowner our builder already had the water tank installed prior to us taking possession. The process of closing the deal included us accepting the Reliance hot water tank/contract. After almost 7 years, numerous rate increases and a lack of understanding from Reliance customer service reps we decided it was time to swap out our hot water tank. The swap was for a more energy efficient model and something more suitable for our needs.

  We have completed 6 years and 7 months of our forced 7 year contract. Upon asking to leave our contract with 5 months remaining we were told we'd have to buy the old hot water tank for over 1200$ and also incur removal and transport fees.

  This is an unacceptable business practice and I really just want other consumers to be aware of this and help them avoid getting locked into a ***** contract. Again this is not a monetary issue and you can rest assured once I pay the remaining 250$ of my contract I will immediately cancel and never use Reliance again. Sad a consumer has to go to these lengths to reveal these issues.

  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:27/05/2025

  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.

  The heat pump/ air conditioner product that I bought and have been paying for, for over two years has never worked properly. After repeated service calls the product continuously breaks down. I have had to miss work in attempts for repairs to be made. I have requested repair and removal of the product.

  Business Response

  Date: 28/05/2025

  Thank you for bringing this matter to our attention. I have reached out to the customer directly via email to inform them that we are currently conducting a thorough investigation into the service history and determining the appropriate next steps.

  Our goal is to ensure a comprehensive review of the situation so we can provide a well-informed resolution. The customer is welcome to communicate with me directly going forward. -****** 

• Initial Complaint

  Date:27/05/2025

  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.

  Their website is broken and in combination with misleading text messages cause me to pay twice which they said they were unable to reverse.
  
  The sequence of event starts May 23rd. I discover they didn't update the expiry date on my ********** and I am 2 months behind. Same day I update to a new **** card in their web app. I use the new card to configure pre-authorized payments and to pay my outstanding balance. Web site says payment approved.
  
  May 25th I get a text saying my payment was rejected and I still have an outstanding balance. The balance in the text was actually different from what was reflected in my around by a few dollars - not that big a deal but still inaccurate. I log in and see that the payment from the 23rd went from approved to rescinded. I know the card is good (though their UI prevents me from confirming it was entered correctly, I assume by the initial payment being approved that it was). Seeing that the payment was rescinded I try paying again to see if I misread last time - the second payment was approved.
  
  After this I called their customer service number to get some details around 3:30pm. I was told the initial payment from the 23rd was in fact approved, meaning their web app displayed inaccurate information regarding my balance. Furthermore they told me they could not cancel the payment and the only option was to leave it as account credit or contact my bank - this is not acceptable. A business should be able to cancel or refund an erroneous payment without me involving my bank.
  
  I would like to see them called out for incorrect handling of account information. I would like to see the transaction in question cancelled or refunded if possible so I can be billed correctly on the appropriate date. I would like to see a commitment from reliance to improve the accuracy of their online account information. I also want to make sure this doesn't impact my credit score due to their negligence and poor communication.
  
  Thanks

  Business Response

  Date: 28/05/2025

  Hello, and thank you for reaching out. I can confirm that two payments of $217.84 were received on the account. A refund has been issued for one of these payments, and the customer will receive a cheque within 3–4 weeks. We apologize for any inconvenience this may have caused. - *****

  Customer Answer

  Date: 28/05/2025

  
  
  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,
  
  
  
  **** *****

• Initial Complaint

  Date:22/05/2025

  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.

  write a complain to BBB I never installed a carbon fire alarm monitor at **** ******** *** * account number ************.. and I did not add any service for Jun 2025. I am being billed for services not installed. No on e would call reliacne for just a smoke detector installation. this is an add on product. I no long have a water heater and this should have ended back in 2023. why are you taking me to collections for a device never installed???

  Business Response

  Date: 23/05/2025

  We are writing in response to the recent complaint submitted regarding a disputed rental charge, specifically concerning the early termination and buy-out fees associated with the customer’s rental agreement.
  After a thorough review of the account, we can confirm that we have a signed agreement on file with the customer, which clearly outlines the terms and conditions of the rental, including the applicable buy-out and cancellation options. * **** ** **** ****** ********* ** ******** *** **** **********
  Based on the terms agreed upon, we believe the charge in question is valid and in accordance with the contractual obligations.
  We remain committed to transparency and fairness in all our customer interactions and are happy to further discuss the matter should the customer have any additional questions or require clarification.

  Customer Answer

  Date: 06/06/2025

  I contest the agreement, that is not my signature. I never had this item installed on my property. I dont know who signed this document.

  more importantly the item listed on this contract is not listed as an item that they sell

  Business Response

  Date: 06/06/2025

  We appreciate the opportunity to respond to this matter.
  We would like to reiterate that the installation of the equipment was completed under work order ************** on October 6, 2023. Our records confirm that all services were rendered as agreed upon.
  We maintain that the agreement and associated fees are valid and enforceable. The terms were clearly outlined and accepted prior to the commencement of work, and we have fulfilled our obligations accordingly.

• Initial Complaint

  Date:22/05/2025

  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.

  We moved to Waterloo on Dec 19, 2024. The home had a rental hot water tank and a rental water softener, both from Reliance. After speaking to Reliance I was told I could return the water softener to a drop off location in Cambridge. On the week of March 04 I did just that. Ever since then I continue to get a rental invoice for the water softener. Today I made my 5th call to get this resolved. I am in Nova Scotia and do not have the piece of paper they gave me at the return depot, however, I have given that information at least once or twice in the past 4 conversations. Today, they said I need the piece of paper to prove it was returned. I said…this is your company, why can’t you call the depot and get the information from them. They said that’s not how it works. I am very fed up with this company. Imagine how many customers they do this to. Old people in particular would be quite vulnerable. Can you please help? Thank you.

  Business Response

  Date: 23/05/2025

  Thank you for bringing this matter to our attention. We have removed the water softener from the account, and there will be no further billing moving forward.

  If the customer has any additional concerns or would like to speak with me directly, I am available to assist. The customer can reach out to *******@***************.com -****** 

  Customer Answer

  Date: 23/05/2025

  They seem to have agreed that I did in fact return their water softener. However I have a $24.99+HST monthly bill from March until May (3 months). I cannot trust these people unless/until I see that they have eliminated the charges for the non-existent water softener. Thank you for your help. It made all the difference.
  *****

  Business Response

  Date: 27/05/2025

  I have spoken with the customer directly and have sent a confirmation email advising that the rental water softener has been removed from the account. Additionally, the rental charges have been reversed to reflect the customer's stated date of return, March 9th, 2025.
  The customer is welcome to continue reaching out to me directly for any further questions or concerns. -****** 

  Customer Answer

  Date: 28/05/2025

  
  
  Thank you ******* for your help. Reliance has removed the water softener from my account and they have removed the charges for the water softener that they expected me to pay since March, 2025. Please tell your boss that without your help I would have faced another 5 phone calls and hours of wasted time getting this resolved. BBB really helped me out.
  Thank you again,
  *****

• Initial Complaint

  Date:20/05/2025

  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.

  We pay monthly for services that were not completed. As well their was damages on my furnace hvac system.
  
  The tech said my ac was clean, so he barely washed it down. As well he started to poke holes for the thermometer into the canvas. This damaged the canvas and right below it was the temp hole in the system.
  
  We're not accepting the repair, because reliance already broke my faucet.
  
  We want a replacement canvas covering parts and labour.

  Business Response

  Date: 21/05/2025

  Thank you for bringing this to our attention. I can confirm
  that a damage claim form has been submitted. We kindly ask the customer to
  allow up to five business days for a response from our claims team, who will
  follow up directly to assist further. – ***** 

• Initial Complaint

  Date:16/05/2025

  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.

  My partner and I purchased a house in 2024, part of the contract was to take over a water heater from Reliance Home Comfort.
  
  My first red flag was that we were harassed (or face damage to our credit score) by email and phone calls for 3 months to pay an account set up fee that a bill was never submitted for. We had contacted them numerous times prior to paying and were informed that we did not need to pay our account set up fee until May 2025 as that was when our bill would be given to us.
  
  I got my 2025 bill at the beginning of May 2025, all the charges are correct, but they are charging me 11% GST as listed on the bill (instead of 5% GST and 6% PST. PST is not listed anywhere on the bill). I contacted Reliance numerous times over the previous weeks to enquire about this and was informed that the amount of tax was correct and they do not need to indicate that they are charging % GST and % PST, only that they are applying taxes to the bill. ***** * ******* ** **** ******* *** **********

  Business Response

  Date: 21/05/2025

  Hello, thank you for bringing this to our attention. Our system is currently designed to support a single tax line item on the bill. This standardized approach is used across all provinces to represent a combined tax, while the actual tax amounts are calculated based on province-specific rules. While this method of presentation is legally compliant, I understand it may cause some confusion, and I apologize for any inconvenience this may have caused. - *****

• Initial Complaint

  Date:15/05/2025

  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 had a maintenance protection plan form reliance i had to replace the AC/Furnace as it was old.
  I had called the customer support for cancellation they said its a yearly one ,as per reliance they will charge 90 dollar for the remaining months which is strongly protested stating its a monthly plan

  Business Response

  Date: 20/05/2025

  Thank you for bringing this to our attention. We have successfully canceled the Comfort Protection Plan and have reversed the termination fee of $89.97, plus applicable taxes. This will reflect on the following billing cycle. -****** 

  Customer Answer

  Date: 20/05/2025

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