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: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 called Reliance to discuss a poorly performing water tank. I was put to a person who gave me options to replace the tank with another, replace the tank with a larger one, or replace with a tankless water heater. She assured me several times there would be NO CHARGE for the replacement for any of the options. I eventually decided on the more expensive monthly option (NOT replacement cost) for the tankless system. A person visited my home to see the space within 24 hours and ALSO reiterated that the installation would be easy and there would be no charge. A few days later the installers arrived and installed the system, also commenting that the installation was easy because of the layout of the utility room. Days later, I received an installation charge on a bill for $129.95. After filing a complaint with Reliance, they still insisted on full payment. I called to complain further and the phone representative applied a $40 credit, which I feel is not sufficient, and I have no other recourse at this time.

  Business Response

  Date: 16/05/2025

  Thank you for bringing this to our attention. I can confirm that the charges have been removed from the customer's account. These adjustments will be reflected on their next billing statement. - *****

• Initial Complaint

  Date:02/05/2025

  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'm renting a water heater from Reliance Home Comfort since 2011 with Account number: ************. In September 2024, my water tank ruptured and Reliance offered me to replace it with Rental Tankless water hear at 15% discount or keep my current rental price for to replace it by tank water hear. The reference of this offer is Reliance calls: ******** and ********. I decided initially to go with tankless water heater. They did a survey and they confirmed that a tankless water heater can be installed. Then when they came to install it, Reliance identified that they made a mistake in the survey and it cannot be installed! They asked me if they can install a tank water heater with the same price keeping the same contract (with no change). I have requested to sign a new contract and they did not agree saying that my current contract will continue to be valid. Three months later, they increased my rental price. The reason provided is inflation. I am raising this complaint so Reliance Home Comfort comply with the contact and reverse ******** rental price increase.

  Business Response

  Date: 02/05/2025

  Thank you for bringing this to our attention. Please note that the rate has not changed as a result of the new replacement.
  All customers are subject to an annual price increase, as outlined in the terms and conditions of the rental water heater agreement. -****** 

• Initial Complaint

  Date:24/04/2025

  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 want a copy of my contracts. I was told on May 1 2024. That my contracts would be sent to me in the next few weeks. I am still waiting. I tried to call and left lots of messages for her ( ********* *******) and I tried to call (*** *********) as well to get a hold of her and still no response from either of them. She told me that I was going to get a new furnace when I didn't need one as my furnace was only 8 years. She only replaced a part but is going to charge me for a whole furnace. I just want this mess strained out.. I also want my osmosis tap replaced the was to be done then too. I will pay my bill once these matters are taken care of. Please help me get this done. I'm tired of broken promises.

  Business Response

  Date: 13/05/2025

  The client entered into a rental agreement and the contracts were signed and provided at the time.  The customer also contacted Reliance on October 30 2024 requesting copies of rental agreements which were emailed to the customer again on that date.  * **** ******** *** ****** ***********  As of May 13 2025 the customer has an outstanding balance of $941.03 on the account and the last payment was made November 12 2024.  The customer is welcome to reach out to me for assistance or clarification to ********@***************.com.  We will be happy to have reliance technicians attend to assess the tap the customer is looking to replace, however we do require payment be made- *****

• Initial Complaint

  Date:23/04/2025

  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.

  Damage claim:
  The plumbing service recently provided by Reliance tech on Jan 27th 8:30AM . Unfortunately, the work was poorly performed, leading to significant water damage in my main floor ceiling, pot light fixtures, and washroom floor coming from the same washroom shower handle. Additionally, moisture which has trapped in the ceiling and under the washroom floor areas be properly removed to prevent further issues.
  Reliance later sent me another tech that evening to fix the washroom cartridge.

  Business Response

  Date: 02/05/2025

  We have received your reported damage claim and would like to inform you that it is currently being handled by our legal claims team. Please note that this process can take approximately 6-8 weeks to work through.
  We appreciate your patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Reliance’s claim that they are “investigating” my complaint and need 6–8 weeks is not accurate. I have already received multiple written responses from Reliance (via their representative ***** ********* denying responsibility and clearly stating that their decision stands.
  In their own words:
  “Reliance has concluded its investigation… Reliance must respectfully deny your claim.”
  “…we have reviewed your claim. Reliance did not cause any damage to your home; we are not liable. Our decision stands.”
  
  This shows that Reliance has already completed their investigation and communicated that they will not be taking responsibility. Their statement to your office is now claiming an ongoing investigation is misleading and appears to be a delay tactic.
  
  Reliance as a company ***** **** * **** ** ** ******** they do not want to own their mistakes if their contractors (3rd party professionals) made a mistake and blame on the customer who will end up ruining their property for reliance’s negligence. 
  Their judgement is baseless because if they were professionals- their contractors should have reported all the damages they see before fixing it. Reliance has no proof to show that this happened prior to the fact of tech arriving. 
  

  clear denial and running away from responsibility of owning the mistake is not what ethical companies do and it’s so wrong to cheat customers who trusted your staff / contractors. 
  
  
  ******* ******

  Business Response

  Date: 12/05/2025

  Thank you for providing the information. 

  At this time you need to continue to work with our legal claims department, ***** as this needs to be handled by them. All decisions in regards to damage is handle by legal claims department.

  Thanks ****** 

• Initial Complaint

  Date:23/04/2025

  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.

  Hello,
  
  My water heater rental through Reliance sustained water damage from a flood due to weather. On April 11th (Ref#********) I spoke with the replacement department about the damaged water heater and I was informed that if I wanted the water heater replaced that I would not have any additional charges added to my account. I confirmed this several times with the representative and based on this information I decided to move forward with the replacement. On April 11th I received an email with an invoice for $1,007.96. I emailed the company, but received no response. Today (April 21st) I called Reliance and spoke to another representative (Ref#******** ) and she informed me that regardless of what I was told on April 11th I owed the money and it was non-negotiable. I was informed that I could put it through my insurance company. If I had known that I would be charged for damages to the water heater, my decision to move forward with the installation of the replacement water heater would have been different. I would have kept the damaged water heater and got it removed on my own and purchased my own as I could get one cheaper than the cost of the damage. I am requesting the $1,007.96 charge to be removed from my account based on the representative informing me I would not have any additional charges added to my account.
  
  Thank you for your assistance,
  **** *********

  Business Response

  Date: 30/04/2025

  Thank you for providing the information and I apologize for the frustration caused from the flood in your home.

  The tank at your property was a rental and unfortunately damaged in the flood, in these cases you are responsible for paying for the tank being damaged. This is a valid charge and we will not be waving it. 

  Thanks ****** 

   

  Customer Answer

  Date: 30/04/2025

  
  
  Complaint: ********
  
  
  
  I am writing to formally reject your response regarding the disputed fee. During my phone conversation with your representative from the replacement department, I was clearly informed that no additional charges would appear on my account due to the damaged water heater. Had I received accurate information at the time, I would have chosen to retain the damaged unit rather than proceed with the replacement.
  

  Furthermore, I was advised that the fee in question pertains to the damaged heater, not the new unit. Considering the age and condition of the original heater, the charge applied seems excessive and unjustified. To date, I have not received any acknowledgment from Reliance regarding the misinformation I was provided, which I find disappointing and indicative of poor customer service.
  

  As a long-standing customer, I expected better communication and transparency. At this time, I respectfully request the following:

  
  - Confirmation of the installation date and original cost of the damaged water heater.
  - A breakdown of the fee applied and how it was calculated.
  - The cost to pay out the damaged water heater, return the replacement unit, and cancel my services entirely.
  

  I would appreciate a prompt and clear response so I can make an informed decision on how to proceed.
  

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

  Business Response

  Date: 12/05/2025

  Thank you for your response. 

  The letter attached explains the damage fee is equal to the current value of the equipment, the cost for the damaged unit is equal to the fair market value as determined by Reliance at that time. The install date is March 19, 2021.

  I do apologize and understand the frustration caused by the damage to your home, I can offer a 15% discount towards the damage fee cost, I hope this helps.

  Thanks ****** 

   

• Initial Complaint

  Date:22/04/2025

  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.

  During the ****** **** strike, I signed up for Email billing from this company. They send only notification when there is a bill to pay. As soon as you received the notification it seems to be my job every time I need to contact the company and make a special request to send my bill. I asked them if this is the case please switch back to my old paper billing which I had it for free before the ****** **** strike. The company representative said I will have to pay $3 extra for each the bill. Then I told them Email billing is fine but instead of notification please send me the bill copies so that I can print the bill by myself and can make the payment promptly. It never happened and I told them during my last call that I am not going to call you again for my bill and also I won't be able to make any payment unless I don't receive my bills.
  The property address are
  1. ** ******** ****** ************ ****** 2. ** ******** ****** ****************** 3. ** ******** ****** ****************** 
  Now I am sure that this company is going to come out with late payment changes from April.
  Your kind intervention would be highly appreciated.
  
  Thank you,
  
  ****** ****** ***************

  Business Response

  Date: 30/04/2025

  Thank you for providing the information, apologies for any frustration.

  In regards to the billing, we send an email stating how much is owed and the date it is due you than have to log onto your MyReliance account to view the actual bill. If you have any further questions please advise.

  Thanks ****** 

  Customer Answer

  Date: 01/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have the ability obtain the bill from the Reliance Website and I am already delay in making their payments. Before Reliance heading over to credit bureau  with the payment delay I need to cancel the contract and return all three tanks. Kindly ask the business to provide me the return authorization through Email or Regular Paper Mail.  All 3 tanks are over 10 years and as per the contract I am eligible to return. Also include all the pending due amount till End of May 2025. 

  Its very difficult to do business without bill.

  Thank you,

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

  Business Response

  Date: 12/05/2025

  Thank you for your reply.

  I have followed with with the billing manager and they have set up he accounts to have the bill attached on the initial email. I do apologize for the confusion and they delay.

  Thanks ****** 

  Customer Answer

  Date: 13/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: So far I have not received the bill for the month of April, (my tenant will never pay me if i don't give them a bill). Also I am not able to create an account to view or down load any of the bill from the APP as the primary email is not recognized.(even tried with different email)

  Without invoice how a business can claim money for their service? However I am willing to make the payment right away  if some one can download my bill and send us an email attachment; later some one send me the details how can i create an account in your app.

  Kindly note my primary email address is "************************"

  Thank you,
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 22/05/2025

  Thank you for your response, I will have the bill for April emailed to you

  ~******

  Customer Answer

  Date: 24/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:This business management has no interest in providing any help in a reasonable time. I am keeping my fingers crossed to see in the future how their business dealings would be. Customer service is not in their interest. Finally I myself have contacted an IT person from the same company the person never received any request from the management about my case even after BBB contacted them on behalf of me. Finally the IT person helped me activate my sign in. 
  

  Thank you for bearing with me to deal with this un professional Ontario business. Such a shame to see they are doing business in Canada! 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:17/04/2025

  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.

  My main drain pipe was clogged and then I called Reliance for service and then the Technician came in he stated that he had 27 years of experience. So, I had expectation of him solving the problem with his years of experience. Then he started the job without any confidence to solve the problem. He couldn't do the job so he called his colleague another technician from the company. They worked together for a half and hour and the guy told me my main pipe collapsed this was not true. The city guy came over here and stated that my pipe was not collapsed. Before reliance guy left my property they asked me to sign the invoice. I refused because they did not solve the problem. Without getting my signature they left. First they said my drain pipe was collapsed and then they stated that my property was nice and clean. Because of outside that I would need to call the city. So, I called the city and I received a email from the Water Waste Department and it stated that they would come out to my home. The reliance technicians left before the City arrived. One hour later and two guys came from the city. They looked at the nature of the basement they used their on equipment and they found out what the problem was and it was inside of my property and not the city. They made two error one being my pipe collapsed and it was the cities problem. Which is not true. The city used special tools to find the problem. They advertise plumbing in their invoice. I received a bill from the company in the amount of $840. So, I called them about the invoice and they stated that the invoice would remain valid So, I would be paying for nothing. I called this morning and spoke ****** and she said she would give me a 20 percent discount and I said "No" . I would like for this business to remove this bill.

  Business Response

  Date: 25/04/2025

  Thank you for bringing this to our attention. We informed the customer of the charges before proceeding, and they approved the quoted amount. After using more than 60 feet of cable, our team diagnosed the issue as originating from the city, and the charge applies for clearing the drainage lines within the business structure. The customer spoke with our plumbing manager, who confirmed that the work was completed, and the labor and costs associated with the quote were utilized. Therefore, the charge still applies, and payment is required for the work done.
  If the customer has additional concerns or a diagnosis, they are welcome to attach a copy of the invoice. However, the charges are valid and will not be waived.
  Best regards. -*****

• Initial Complaint

  Date:16/04/2025

  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.

  Good day. HVAC equipment rental was included with a townhouse I purchased. The air conditioner installed by the service provider, Reliance Home Comfort broke down countless times, and the 3rd floor of the unit reached temperatures over 40C making it unbearable to inhabit.
  Every summer, the AC would break down. During the last outage in 2024, Reliance dispatched service providers to the townhouse on June 19, 28, July 2, 10 and 16, 2024. Arranging service calls involved endless hours on the phone with their office, and required time off work to grant Reliance access to the premises, yet the AC remained non-functional. Despite pleading with Reliance, they did not exchange the AC unit until mid-July, 2024.
  I sought compensation for the tenants of the property prorated for the number of days I was unable to provide them with an air-conditioned unit, per our lease agreement, in the amount of $2,122.58, calculated as follows: $75.81 per day X 28 days of outage: June 19, 2024 - July 16, 2024.
  Reliance will not agree to reimburse us for more than 2 months of service, (approx. $200), which is completely unacceptable given the hardship they have caused myself and my tenants.
  My account has also been accumulating late payments charges every few days, as I await a resolution to this dispute, before resuming payments.
  I had discussions with ****** ******, in Reliance's resolution department, as I was not/am not able to escalate my concerns with management, directly.
  Any assistance you can provide would be much appreciated.
  ****** ********

  Business Response

  Date: 27/04/2025

  Thank you for providing the information.

  I do apologize for any frustration caused. I understand you had no cooling for 2 months and therefore offered the 2 months credit. I am not sure how the calculations were $75.81 per day? the rental is $65.20 per month. The 2 month credit that was offered is fair, I can apply this to your account.

  I understand you tenants did not pay rent however we will not be covering this. 

  Thanks Nicole

  Customer Answer

  Date: 27/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Reliance breached is contractual obligation to provide functioning HVAC equipment on numerous occasions.  Reliance's conduct caused great hardship to my tenants and myself the homeowner.  The amount Reliance is offering does not compensate for that hardship adequately,  or even remotely.  

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

• Initial Complaint

  Date:10/04/2025

  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.

  On April 2 2025 I contacted Reliance about a charge they were debuting from my account, they informed me it was for insurance on my home plumbing, I advised them I don’t need insurance on my home plumbing and asked how long they have been charging me for this insurance, they said since 2019, I asked to have my money returned and they replied no, I feel betrayed, I didn’t ask for this and have lost allot of money. Can I please have my money refunded..?

  Business Response

  Date: 11/04/2025

  Thank you for bringing this matter to our attention. We have conducted a thorough review of this case and retrieved the call recording from 2019 when the plan was sold.
  During the call, our agent spoke with Richard, the agent explained the plumbing plan and followed the verification process by reading the script in full. The customer provided their agreement to enroll in the plan following this explanation. -Hailey 

• Initial Complaint

  Date:08/04/2025

  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 was signed up for a monthly protection program without my consent
  - I have called MANY times requesting the program contract to be terminated
  - They do not terminate the contract and continue to bill me
  - I have spoken to three "managers" so far to help me with my issue and all have promised it's done
  - I continue to receive emails and phone calls daily "your contract is at risk of termination" GOOD- terminate it!
  - I worry this is in **** territory now as it's impossible to cancel and they continue to rack up the bill

  Business Response

  Date: 14/04/2025

  We are writing in response to the complaint filed by ****** ***** regarding the cancellation of their protection plan.
  On January 9th, 2025, The customer agreed to cancel the protection plan at the end of the one-year term. The end of the term is July 23, 2025.
  We have adhered to the agreed-upon terms and conditions and have processed the cancellation accordingly.

  Customer Answer

  Date: 06/05/2025

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

  - I never signed up for this in the first place, I had communication issues with your staff while booking an A/C repair appointment

  - I had booked someone to come out and take a look at my A/C and they never showed

  - Some months later someone from the company did show up and fixed our A/C we promptly paid, I let him know that we had issues with some protection plan and he let me know he'd take care of it.

  - Since then I have contacted Reliance three separate times to fix this situation, and my husband has tried twice.

  - The last time we were escalated up to a Manager called ***** *****? He assured me the situation was resolved, my file had been cancelled and the fees waived.

  - I am still receiving daily phone calls and weekly emails. The phone calls I cannot speak to anyone in charge, and the emails go directly to no one.

  - I have tried to reach out through several different avenues.

  - Please cancel the account, wipe the fees and leave me alone. 

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

  Business Response

  Date: 12/05/2025

  Thank you for your response and I do apologize. 

  I have reviewed the account and see that on May 6 the charges were reversed on your account, I hope this helps.

  Thanks ******