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.

close

Find a Location

Reliance Home Comfort has 35 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:14/05/2025

  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 Reliance Furnace, AC, and Water Heater that I rented from them. This year, we cancelled all three and purchased our own. I called Reliance in Feb for the removal process. They told me, since I have rented it for over 10 years, that there is no charge for them to come and remove it. They scheduled a removal of the furnace/AC for Mar 21/25. For the water heater, I had the choice of draining/removing myself, and returning to Burlington, free of charge or they could come out and drain/remove, for a $125.00 fee. I chose to drain/remove ourselves. My account is on preauthorized payment. We returned the water heater on Mar 17, 2025 to Burlington and obtained a return receipt. I called them to see if they had record and asked if they needed a receipt of return, which they confirmed. Two gentlemen came to my house on March 21/25 to remove the furnace/AC. We have them on our security camera arriving and leaving. From April 16, onward, I called and spoke to multiple reps, including ********, *****, ******, and many others, as I continue to be charged. I have spent countless hours and have had full arguments as they first suggested that Reliance didn't remove the equipment, then they found the work order, to we have returned the water heater etc. Money has been taken out of my account multiple times without my authorization. I will include bills where they are charging me for removing the Furnace /AC, and charging me to disconnect my water heater. Each time I call, I get someone new, I think I get a resolution, and it continues to charge me. On May 6, 2025, after speaking with *****, and she informed me she will remove the disconnect fee for the furnace and AC, $130.00 (as she said it was charged in error) and then she removed the drain and disconnect fee of 125.00 as we did it ourselves, they once again took out $237.61 out of my account without my authorization. **** *** ******** They shouldn't be allowed to operate. I want interest on my refund as well

  Business Response

  Date: 22/05/2025

  Thank you for bringing this to our attention, and I do
  apologize for any frustration.
  
  After investigating and reviewing the account, a cheque has
  been processed for $294.15. Please allow 2-4 weeks for it to arrive.
  
  Thank you ****** 

  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.

  I hope that alerts the BBB that this company only returned the money that they ***** from my account after I notified the BBB.  They put me through ****.  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:14/05/2025

  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 have a 15 yr. old water heater, electric that I inherited with a home purchase. Yes BIG MISTAKE. I want it replaced as it is old and will leak soon said my plumber. If I get a new one then I am automatically signed up for 7 more yrs at a higher price. If I buy MY OWN then I have to return this water heater myself or pay 300 to reliance to remove it. Obviously I cant do it myself. So now I am stuck with an old water heater till it breaks and then I am STUCK with another 7 yr contract. I was told my rental contract included a new one if it broke. WHY am stuck signing a new contract to get hot water. Customer service is atrocious. They want to know how my day is going and if they can call me *********, then I am placed on hold and bounced around for 30 minutes, and asked the same questions over and over. PLEASE HELP me get out of this.

  Business Response

  Date: 21/05/2025

  Thank you for providing the information, I do apologize for any frustration.

  When a tank is replaced and we install a new tank it will be on new terms and conditions as it is a new unit. I understand you do not want to sign a contract however if we put any rental unit into a home there is a contract that needs to be signed.

  If you wish not continue renting we can pick it up as explained, pick-up fee, drain and disconnect and transportation fee would be $337.50 or you can have it dropped off at no charge.

  I do apologize however a new contract needs to be signed.

  ~******

   

• Initial Complaint

  Date:14/05/2025

  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 rental water heater failed and caused significant damage in my basement on April 19th 2025.
  
  My rented water heater (through Reliance Home Comfort), which was installed in 2006, before I purchased the home, leaked and caused significant damage to my basement.
  
  I replaced the water heater with another product, and now Reliance Home Comfort has sent me a bill for $320.00. This amount includes an inspection and account closure fee of $150 + an early termination fee of $100. both amounts before tax. These charges make absolutely no sense. How long was the contract for? Between me and the previous home owner, we've been paying for almost 20 years.
  
  When I called on May 13th to dispute these charges, I was told that as per the original contract, which I did not sign in 2006, I would be on the hook for these costs. I was also told that this was explained to me when I originally called in April about the leak. This was not the case. How long could the terms and conditions of this contract from 2006 remain in effect?
  
  I cannot believe that practices like this can happen to consumers. Please help resolve and escalate to make sure this does not happen to anyone else.

  Business Response

  Date: 16/05/2025

  Thank you for bringing the customers concerns to our attention.  A copy of the customers agreement was provided and the customer was billed the termination and account closure fees as per the terms and conditions of the rental agreement.  As a gesture of goodwill, I have credited the account $169.50 which will leave a balance owing of $150.26- *****

  Customer Answer

  Date: 20/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the water heater was 17 years old and not repairable.  I never signed the original water heater agreement.  I contacted the original owner who signed the contract in 2008 and he was never provided the terms and conditions that were sent to me from Reliance. 

  I am willing to pay the last month rental until April 19, when the water heater failed.  this shoud be approx. $20 + HST.

  I would also like to be compensated for the water damage caused by the faulty water heater.  I had to remove drywall, buy a fan to dry the area, and I had to bring in a HVAC technician to inspect my furnace that was covered in water.
  
  
  
  Sincerely,
  
  
  
  ***** **********

   

  Thank you for bringing the customers concerns to our attention.  A copy of the customers agreement was provided and the customer was billed the termination and account closure fees as per the terms and conditions of the rental agreement.  As a gesture of goodwill, I have credited the account $169.50 which will leave a balance owing of $150.26- *****

  Business Response

  Date: 26/05/2025

  Our position on this matter is final and no further compensation will be provided on the account charges.  In regards to damages, the customer does have an open claim for damages with our claims team that is still in progress- *****

• Initial Complaint

  Date:14/05/2025

  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 have been renting a hot water heater from Reliance Home Comfort for 8 years. I ended the rental agreement in May of 2025.
  
  I made an appointment for the water heater to be removed by Reliance on May 12th 2025, and was provided with a "window" between 4pm-8pm of when the service technicians would arrive.
  
  I did not receive any phone calls by 6:30pm, and contacted Reliance Customer Service to ensure that technicians would be arriving by 8:00pm. At 8:15pm I still had not received any calls, and contacted Reliance Customer Service. I was then advised that technicians had "called twice and received no answer, and for the customer to reschedule the service". The Customer Service Representative attempted to contact their work crew for approximately 20 minutes, however the work crew did not answer their phones, which resulted in her sending an email (which also went unanswered). The Customer Service Rep could not provide and evidence that phone calls had been made by the crew and at what time. My call logs also indicated that no phone calls, messages or voicemails had been received of any kind between 4:00pm-8:15pm.
  
  This information provided by technicians was deceitful, and forced me to change other existing renovations that I was having conducted the next day at my own cost. I had also moved furniture and made arrangements to leave work early to accommodate this appointment.
  
  I find this behaviour despicable and disrespectful on behalf of Reliance and their chosen contractors. I had paid in advance for this service via my monthly Reliance bill $165.00 for disconnection, and $65.00 for removal of the unit.
  
  I would not request financial compensation for this occurrence, but would rather request that Reliance be Reliable and accountable for their contractors. I would request that Reliance commit to prior arranged appointments without deceitfully cancelling them at the last minute. End of day appointments should be valued that same as daytime appointments.

  Business Response

  Date: 22/05/2025

  Thank you for taking the time to share your feedback regarding your recent appointment. We sincerely apologize for the delay you experienced.
  Please know that your experience has been fully reviewed, and we have followed up internally to ensure this is addressed appropriately. Your input is invaluable in helping us improve our service,  If there’s anything further we can do to assist you, please don’t hesitate to reach out to me at ********@****************com - *****

• Initial Complaint

  Date:14/05/2025

  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 kitchen faucet was dripping water, reliance had to remove the handle.
  Now the handle keeps falling off.
  Reliance came back twice, the handle still falls off.
  We request Reliance to install the new faucet for free and pay half the cost of a kitchen **** faucet.

  Business Response

  Date: 15/05/2025

  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. - *****

  Customer Answer

  Date: 17/05/2025

  I request the following payment for the following:

  Instalation of new faucet (free)

  And we decided , reliance should pay for half the kitchen faucet of $100

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

  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:08/05/2025

  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.

  Created an account in my name with no authorization. charging me for a rental hot water tank that I do not have. they sent a technician to verify this 6 weeks ago but are still sending me a bill.

  Business Response

  Date: 16/05/2025

  We apologize for the error and confirm the account has been closed in full without balance.  It can take up to two billing cycles for the account to be closed, the customer will have received an invoice on or around April 30 2025 in the amount of $21.30 and an invoice on or around May 9 2025 in the amount of $2.08.  Please ignore these invoices and should the customer have any further concerns please email me at ********@***************.com - Gemma

• Initial Complaint

  Date:08/05/2025

  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.

  in addition to not having air conditioning for two years (filed previously and received no help), we have now had no hot water for ten days.
  
  April 21 - technician came to service water heater which was displaying an error code. technician was incredibly **** regarding our unit being plugged into an extension cord. we explained this was a product of reliance installing the wrong type of air conditioning motor water heater in our unit, resulting in a tripped breaker every single time we plug it into the wall outlet. was very ****, left our apartment a mess, and was insulted when we asked him to come back. reported that everything should be in working order when he left.
  
  April 30 - another tech was called out due to having no hot water again. new technician comes out and fixes the water heater but doesnt really indicate what was wrong with it.
  
  May 5 - no hot water, call reliance and they ask us if we have received any parts and we said no we did not. they rushed the parts to us for may 7.
  
  may 7 - took work off may 7, parts were delivered and appointment set up. technician arrived and the parts were broken. he put a rush on the parts to be delivered May 8.
  May 8 - called reliance, have taken the day off work. parts would not be delivered today. told us someone could come in and replace the whole unit. 3 men showed up at my apartment, they were extremely **** and *************. they did not speak to me at all, called my husband while he was at work, and without any explanation of the work that needed to be done, demanded a $250 fee to service the unit we rent before any work could be completed. after explaining the situation and indicating we were not comfortable paying for something without explanation, they left without speaking to me or explaining anything.
  
  reliance has so far been unable to help us restore hot water to our house. looking for compensation on cost of water heater rental, lost wages, and undo stress and hardship

  Business Response

  Date: 18/05/2025

  Thank you for providing the information, 

  I will need an extension to speak with the Branch office.

  Thanks ******

  Customer Answer

  Date: 19/05/2025

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

  Please continue to work on a response to this. You can contact ****** in the presidents office for more information. 
  

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

  Business Response

  Date: 28/05/2025

  Thank you for your response. Please continue to work with ***** In Office of the President.

  Thank you.

• Initial Complaint

  Date:08/05/2025

  Type:Product 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 engaged Reliance to place an electronic filtration device on my furnace because my house is incredibly dusty. When the installer arrived he said that the device I agreed to was no longer available and they installed a substitute. My house smelled like bleach for a week after install. And after the first 6 months there was no change in the amount of dust in the house. I was told that I must contact them whenever the filter needed replacing. I contacted them mid-January 2025 to have the filter replaced but when the serviceman arrived he didn't have a filter nor did he know why he was sent. He went away without replacing the filter and I had to call two weeks later to get them to come back with a filter. A serviceman came with a filter a week later but he told me he thought the device had been installed upside down because he couldn't close the door on the device. I made more calls and had three more visits from installers and servicemen and I was told several things.... firstly the device was not upside down but needed to be replaced, then they tried to lift it farther up from the floor, and then that they said the electrical needed to be moved so that the door would fit back on better. I've read the information that came with the device and realised two things: 1. this device is not a dust filter, it is a germicidal filter - that's not what I signed up for. 2. if the device door is not placed on correctly there is danger of CO emissions - scary. I have called in many times to resolve the issues but nothing happens. I finally told the last serviceman that I wanted the devise removed. I have not heard from them but I continue to call to try and resolve the issue. Nothing happens except that they continue to charge me monthly for the device.
  I'm 75 years old and this is causing me a great deal of anxiety and distress. All of their call centres are not in Edmonton and I've had no communications from a manager or salesman.

  Business Response

  Date: 13/05/2025

  Thank you for bringing the customers concerns to our attention.  I have been in touch with the local area operations manager, technicians and installation crews that have attended the home.  They are of the opinion that the air cleaner is working correctly and as it should.  The equipment installed was a ******* germicidal air filter as indicated on the rental agreement which has been included.  The customer is welcome to reach out to me directly at ********@***************.com for further assistance or clarification  - *****

• Initial Complaint

  Date:08/05/2025

  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.

  I purchased a home with a hot water tank rental from reliance. There was a misunderstanding about the rental fees. When I called them they said they would waive all of the fees and would cancel my account for me if I brought back the water heater. I did that, i got email confirmation that it was received and the account would be closed and all outstanding fees would be waived. I have since received at least 2-3 calls and week saying that I owe them money. Everything I have to speak with them for 30min or more and am told that the problem will actually corrected this time, and the account will be closed and charges will be waived, but it never happens. I have told them that this is at the point of harassment, but they have called me again. I'm currently 20min into a call with them again

  Business Response

  Date: 13/05/2025

  Hello, thank you for bringing this to our attention. I can confirm that the fees have been waived, and the balance is currently $0.00. Please note that the final bill was already printed and does show an outstanding amount, but our internal system reflects a balance of $0.00. - *****

• Initial Complaint

  Date:08/05/2025

  Type:Sales and Advertising 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.

  Reliance had a annual service visit to our home and the technician deemed our furnace unsafe and try to convince us to change the furnace immediately because of a cracked in the heat exchanger, I told him we would get a second opinion and he then asking why we want to work with a small business when he can have his colleague set up the replacement immediately. I refuse. He then tag our furnace turned it off without turning off the gas and said it needs to be replaced. It took me four days to get another company in to check the furnace and let us know nothing is wrong with the furnace and he will need to send the infraction to ****** *** to have the tag removed. After having to pay another extra amount for no reason but dishonesty . I would like to receive back the amount paid to the other company.i have discontinued doing business with reliance and asked for a mailed check.

  Business Response

  Date: 09/05/2025

  Thank you for bringing this matter to our attention. After a thorough review of the account, our Customer Resolutions department has resolved the issue.
  A credit of $101.70 has been applied to the account. Since the customer still has an active rental water heater, the credit has been allocated toward the balance on file for the rental charges. The remaining credit of $42.08 will appear on the next billing cycle. Please note that there is no refund to be issued. -******