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:07/04/2025

  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.

  We were renting a water heater, it broke(Feb 4th). we called them and they sent someone to inspect, irreparable, they took it (Feb 6-8) and we bought a new one (not from them). they are still charging us for the rental 2-3 months in on automatic payments. we want a refund or at the very least stop charging us.
  
  Please let us know if you need any more details.

  Business Response

  Date: 08/04/2025

  Thank you for bringing this matter to our attention. After thoroughly reviewing the account, we have removed the water heater from the file and reversed the charges back to February 4th, the date on which the equipment was picked up.
  There is a credit of $76.82, which is currently being processed in the form of a cheque. The customer is expected to receive the cheque within 2 to 3 weeks. No further payments will be taken. 

  -******

  
  

• Initial Complaint

  Date:04/04/2025

  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.

  We noticed that we had no hot water the morning of August 23, 2024. I
  called Reliance in the morning to request that a service worker come
  around to fix the problem. Reliance was able to send a technician the
  same day. The worker arrived in the early afternoon and after a short
  assessment determined that it would be best to install a brand-new hot
  water heater. He had one in his vehicle. Our back entryway is quite
  narrow and it was obviously going to be difficult to get the new tank
  inside. I provided a blanket to be used to protect our door. Once the
  tank was in my partner noticed that there was a gouge and some
  scratches to the right lower corner of the door. This is a brand-new door
  that was just installed in January 2024 in a low traffic area of our home.
  I am certain the damage was not there prior to the installation of the
  hot water tank. I have been communicating with Reliance since August 27, 2024 about getting this damage fixed. They requested a variety of documentation to process my claim which I submitted in full on October 24, 2024. I was told it would take 6-8 weeks from this time to receive a response. It has now been over 5 months with no response or resolution. I have followed up by weekly for the past 6 weeks and they have stopped responding to all communication.

  Business Response

  Date: 14/04/2025

  Thank you for bringing the customers concerns to our attention.  We apologize for the delay and in order to assist you as quickly as possible please forward me all communications regarding your claim to ********@***************.com - Gemma

  Customer Answer

  Date: 16/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is a satisfactory first step. I am not ready to say that I am completely satisfied as there has still been no resolution. I will forward all information to Gemma as requested and see where it goes. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/04/2025

  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.

  On December 6th, 2024 at 4PM, a Reliance Home Comfort technician who was at my home to do some electrical work involved in a heat pump installation backed his truck into my deck causing damage to the fascia surrounding the deck.
  
  Reliance admitted fault, and provided a check for $472.50, which does not fully cover the damage.
  
  The total damage to the deck came to $3006.15.
  
  The Reliance truck hit a single panel on my deck, which a contractor did quote to replace at $472.50. However the contractor was unable to repair that single panel for $472.50, as after two separate tries fabricating and painting panels, he was unable to match the colour to the remaining panels. The contractor did not bill me for his trips and time, as he was unable to complete this job. I made every attempt to replace a single panel and do so in a cost effective manner, however after 2 fabrications and paint jobs, the contractor advised that it was not possible.
  
  As such, I replaced all panels on the fascia so that the colour was uniform. Replacing all the panels came to $3005.15.
  
  Reliance has refused to pay the remaining $2532.65.

  **Update**

  *** ********* ********** ****** *** ************** **** ******** **** ******** 
  
  *** Gmail correspondence; Reliance has offered additional money, but is still not offering to compensate me fully. They are also asking me to sign a full release and confidentiality clause, which I find ridiculous. 
  
  *** ********* photos showing the damage (close up), the look of the deck with the dented panel, one of 2 attempts at replacing a single panel, and work that was done to replace all the panels.
  
  Thank you so much for looking into this. 
  
  Thanks,
  
  ******** ******
  *** *** ****

  Business Response

  Date: 13/04/2025

  Thank you for providing the information regarding compensation for damages.

  We understand the inconvenience this situation has caused
  and appreciate your patience. However, we would like to clarify that Reliance
  Home Comfort is not an insurance company. As such, we are unable to
  provide 100 percent of the quote for damages. We
  remain committed to assisting you within the scope of our services and
  responsibilities. Please continue to work with our claims department and they will be happy to assist.

  ~Nicole 

   

  Customer Answer

  Date: 13/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. Reliance was quite happy to pay 100% of the damages when they received the first quote. However, after attempting the repair twice, that company was unable to repair the damage at that quote. Reliance needs to fully compensate me for the damage their driver caused. If they can not do so, I will file a claim in court. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/04/2025

  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 gave Notice of Termination of my account on Feb 10, 2025.
  I had my rental water heater replaced on Feb 11, 2025 with a purchased replacement (not from Reliance)
  The contractor (agency appointment reference# ********) returned the old rental equipment Feb 12, 2025.
  No confirmation of the rental equipment return has been received (contrary to what the information on the Reliance website indicated).
  No final invoice has been issued and therefore no partial refund for the billed but unused portion of my previous invoice (up to March 4, 2025) has been received.
  A new invoice for the period Mar 5, 2025 to June 3, 2025 was issued (for equipment that had been returned since Feb 12, 2025).
  By phone on Mar 6, 2025 I was provided confirmation that the equipment was indeed returned on Feb 12, 2025 and that I could ignore the latest invoice since a final invoice would be sent by 30 days after the account closure (so Mar 14, 2025). I also cancelled pre-authorized payment. on Mar 6, 2025. (confirmation #********)
  
  On Apr 1, 2025 in another follow-up call I received all the same confirmations except this time with another week or two's deadline for fixing the mess. (confirmation #********)
  
  In a nutshell, my complaint is that customer service at Reliance is close to non-existent and I've been waiting almost two months for my refund/billing adjustment.

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention. 

  Typically, the processing of a tank return and account closure may take 1–2 billing cycles. Upon further review of the customer’s account, the account has now been closed, and the charges have been reversed to reflect the February 11, 2025, date of return. The account is closed, and no further billing will be issued to the customer. 

  Additionally, the balance on file has been cleared, and a remaining refund of $19.35 will be sent to the customer’s home address. The customer can expect to receive the refund within two weeks. 
  

  We sincerely apologize for any delays experienced and can assure the customer that this matter is now fully resolved. -Hailey 

• Initial Complaint

  Date:31/03/2025

  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.

  1- On July &, 2024 I received a service for a clogged pipe.
  2- We agreed $269 + tax on the phone for the pipe cleaning and then final bill was $880.27. They refuse to adjust the bill.
  3- The technician did not have the right tools in the beginning and carelessly created lots of mess in a radius beyond 30 feet from the sewer cleanout location, He refused to remove his garbage and washed his equipment which use in sewage on my lawn without my permission. They refuse to provide and compensation.
  I'm disputing the final bill fundamentally and I believe they need to provide the cost of general and carpet cleaning plus garbage removal.

  Business Response

  Date: 03/04/2025

  Hello,
  thank you for bringing this to our attention. The technician clearly explained
  the pricing: "main drain auguring with video" was required, and the
  charge was $679 + tax. The technician also informed the customer that this was
  the base rate for an hour, with an additional $100 charge per hour after the
  first hour. The customer verbally confirmed their agreement to the price before
  the technician left to gather the necessary equipment to complete the job. The
  technician spent over 4 hours at the service call, ensuring the job was done
  thoroughly and properly. Over 40 feet of the main drain needed to be cleared,
  and a camera inspection was conducted at the end to ensure customer
  satisfaction.
  Once
  all the work was completed, the technician totaled the base cost ($679.99 +
  taxes) and the extra 3 hours for a total of $979 + tax. The technician applied
  a $200 credit, making the total $779.00 + tax. As a result of our findings, we
  will not be removing the charges, as they are valid.
  If
  the carpet was damaged and garbage was left behind, we kindly request the
  customer to provide pictures of the damage. - Karen

  Customer Answer

  Date: 07/04/2025

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

  1-Technician never mentioned $679 + Tax and I never agreed to this amount; However, I insisted reliance multiple times to provide a recording of conversation on the phone where reliance mentioned $299 plus a membership discount which would end up $269. It is worth to mention I had another person lined up and I only cancelled that because $269 from reliance sounded good to me.
  2-There has been zero conversation regarding $100 charge per hour and I’m not sure Karen confused my case with someone else’s case as it is for the first time ever, I'm hearing such a claim regarding the hourly charge. I have ********** ******** the conversation with reliance and clearly there is no mention of $100 per hour charge either.
  3-Technician has left the property twice (each time about 1-2 hours) because he mentioned he needs to “bring the necessary tool”. I don’t know if he was really looking for a tool or was taking care of another business. What I know when he “brought the right tool”, it took him 10 minutes to clear the pipe. Again it is the first time I hear they also charge hourly but even if that was true, I don’t believe I should pay for the time technician was not at the job site.
  4-I have already provided reliance with the picture of the garbage which technician left behind even after I asked him to remove it, and invoice from carpet cleaning company and picture of the mess technician created. They are all also ******** in the original complaint. If anything else is needed, I can provide.
  5- I would like reliance to provide a recording of call on 2024-07-07 when we discussed the pricing.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 08/04/2025

  
  As previously indicated the technician on site advised the customer
  of pricing BEFORE starting the work required. Given the work has already been
  completed we will not be removing the charges. - Karen

• Initial Complaint

  Date:27/03/2025

  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 had booked a home at *** ******** ** * in Kitchener, but never closed it as the builder was gracious enough to take it back.
  Reliance had some contract with the builder which was supposed to be transferred to the new owner, but since I never owned this property it should have got changed either to the builder or to the new owner
  Reliance kept calling me about this property for more than an year now and when I told them that I never owned this property and asked them to go back to the builder, they would say Yes and after a few weeks again call me back. This happened over a period of one year.
  Finally a few months back I got a call again from Reliance I told the rep that I never owned this property, she was kind enough to listen and made a note that I should not be called again for this issue.
  Now I got a call from Credit Bureau that my account has been sent to collections and that I owe more than $13k
  I did mention to the agent at the collections that I never owned this property and he said that he is going to get back to Reliance and get it sorted out.
  I don't have any confidence in Reliance as they don't listen to their customers nor to their employees and I somehow suspect that they are going to affect my credit history with their approach and it will turn out to be a long battle
  
  I request you to intervene and get this resolved as I have completely failed to do so with my logical approach and unfortunately I cannot provide any documentation that I do not own that property

  Business Response

  Date: 03/04/2025

  Thank you for bringing the customers concerns to our attention.  The account has been removed from third party collections and is currently under investigation.  Reliance was not notified by the builder and the customer will be contacted within 10 business days by a case manager.  Compensation will not be provided- Gemma

  Customer Answer

  Date: 03/04/2025

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

  While I accept the decision to remove from collections and close the account, I DO REQUIRE the COMPENSATION.

  I have faced the harassment from their customer service and in spite of repeated requests to check with the builder on phone and emails, the company never bothered to check on their end with the builder but rather just kept on harassing me. I had even told their customer service that they cannot take it to collections as I do not even have an account with them, yet they didn't listen to me and sent it to collections

  Fortunately I came to the country just in time to receive the call from collections, otherwise I wouldn't even know that the account has gone to collections and I would be dealing with a disaster to clear my history for no fault of mine.

  Hence I do need the compensation.
  
  
  
  Sincerely,
  
  
  ****** *****************

• Initial Complaint

  Date:27/03/2025

  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.

  Made service call on Oct 27 for reliance to come and clear two drains in my home. The repairman who came went first to clear the drain in my master bathroom and nothing was broken prior to their visit nor was anything leaking. As he was heading upstairs i informed him that the drain stopper for not come out as it is a fixed item so please dont attempt to pull it out. My husband showed him the sink which was draining slowly and the repairman had broken the stoppers as he tired to pull if off dispite being warned not to do that. He then informed us not to worry he will order areplacement rightaway. He did order the repalcement which arrived a few days later and I was I was told not to open the package and call reliance to schedule for someone from Reliance to come and install it. Once he had finised the upstairs he when to clear the kitchen drain. I once again told him that we have a reverse osmosis system and he did not un plug that and started to a plunger to clear that sink, Which caused as the stuff to go to the reverse osmosis and causing it to leak. The reverse osmosis get clogged and we have to clear line everytime for it work otherwise all the water leakes all over the counter and the floor and to the basement. Reliance has not done anything really to address the issue other then send more *********** people who keep ordering the wrong parts and just collecting money for completing a service call. Currently I am not able to use my reverse osmosis because it randomly leaks. I made several attempts to reach reliance and still don't have a solution to my problem which was casued by them.

  Business Response

  Date: 03/04/2025

  Hello,
  thank you for bringing this to our attention. I can confirm that we have
  visited the customer's residence and addressed their concerns. -*****

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not addressed my concerns. My reverse osmosis has not been fixed and nor has the drain stopper been replaced.  They did send someone over yesterday April 02, 2025 without confirming an appointment with me.  A repairman showed up at the door and claimed we had the parts and he was here to install them.  This is not a business should operate. They can’t just show up at my door without making an appointment. How can they even claim the issue was resolved when nothing has happened other than them ordering another new part. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 10/04/2025

  We visited the customer's residence and resolved the reverse osmosis (R/O) concerns. However, the customer did not permit us to replace the bathtub. The customer is welcome to email me directly to schedule a call for a technician to revisit. - ***** *******@***************.com 

  Customer Answer

  Date: 11/04/2025

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

  As indicated before that Reliance has not resolved any of my issues.  They didn’t even touch the reverse osmosis and as for the bathroom sink. They didn’t bring the part. We showed them both concerns again. They didn’t come prepared and ordered a new part and left.  And please clarify to reliance that first of all they  should by now know that the stopper that their service person broke has always been a sink in the bathroom and not a bathtub.  So as far as ***** is concerned she is not even looking at the file and just sending replies back.  Which is more concerning to me. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 24/04/2025

  Thank
  you for your patience. After connecting with our supplier, we have confirmed
  that we are unable to source the required part. The customer is welcome to
  purchase the part and send us the invoice for reimbursement. They are welcomed
  to send me the invoice directly *******@***************.com - *****

  Customer Answer

  Date: 04/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I believe they need to do a better job at finding the part since they are the ones that broke it.  There is a part that has arrived. Something one of their service person ordered so please send someone to try to fix it. If that does not work then perhaps they need to check with other suppliers such as ****. The other option is to replace the whole unit with new one.  They are in this business they should be able source the part. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 07/05/2025

  As previously mentioned, we are unable to source the required part. The customer is welcome to purchase the part independently and send us the invoice for reimbursement. - *****

• Initial Complaint

  Date:25/03/2025

  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.

  Hi there,
  
  I am filing a complaint with Reliance Home Service. I have been renting an Air Conditioner unit from them that is past the useful life of the equipment and yet they are saying that it will cost over $700 to buy out the equipment. They shared with me that the purchase price of new equipment is $4904. If they are complying with ****** ******* ************ **** then this equipment should be depreciating at a rate of 20% / year. As such, the fair market value of the equipment would be $0 after 5 years. I have had the equipment for over 15 years. Further, others in my building have been able to buy out the equipment for $100. Given the units were built at exactly the same time, the prices should be the same. This is ************** pricing and they are not able to tell me why my buy out would be more.

  Business Response

  Date: 25/03/2025

  Thank you for bringing this to our attention. I have informed the
  customer that the equipment buyout is $1050 plus taxes. We offered a 30%
  reduction, making the buyout $735 plus taxes, but as a goodwill gesture, I have
  waived the taxes. We will not offer the buyout for $100. Additionally, the
  customer can return the equipment at no cost, and they have the drop-off
  location. - Karen

  Customer Answer

  Date: 25/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: others have gotten a price of $100, so I am not clear why I am being charged significantly more. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 26/03/2025

  As communicated to the customer, we are not authorized to discuss buyouts
  of other customers. The customer's buyout remains at $735.00. - Karen

  Customer Answer

  Date: 26/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company could not provide any reasonable calculation as to how they arrived at the fair market value of the equipment. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 27/03/2025

  The below was communicated to the customer.

  The
  price at which you may buy the equipment will be equal to the greater of the
  depreciated fair market value of the equipment as at the date you buy the
  equipment (as determined by us on a straight-line basis in accordance with the
  then 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). - Karen

  Customer Answer

  Date: 27/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: while this response explains general accounting, it does not explain how the ridiculous price of $735 was reached. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 28/03/2025

  The
  buy-out price is calculated based on the fair market value determined by
  Reliance Home Comfort. This value is then depreciated using a straight-line
  method. The fair market value of the equipment reflects the retail selling
  price of the package, which includes the cost of the equipment, warranty, and
  installation expenses such as labor, materials, and consumables. - Karen

  Customer Answer

  Date: 28/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is the same response that the business sent me to the last email. I am still not satisfied. The buyout price they are offering me is completely fraudulent.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:21/03/2025

  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.

  Date: 2025-Mar-20
  I was cold called to get me to buy insurance. They wanted me to purchase their insurance on hardware they did not own and not know anything about. I was quite upset at this business model and quite concerned about their ability to make money if they are cold calling people hoping they can insure unknown hardware in unknown condition. I asked to be transferred to a complaints department. I was instead transferred to the normal customer service line. Not a supervisor, not a specific department, the same line you would call if you wanted more info on any one product or service. Quite upset at this I hit 0 to be put in touch with an operator. The operator then demanded I give them my name, phone number and address. When I refused and asked for a supervisor, they put me on hold only to get back on the line and act like they weren't the same person I just spoke to. I had to asked them directly, twice, if they are the same person I just spoke too before they again demanded I give them my information. I was put on hold another 2 times, 4 times in total now, where they refused to transfer me to a super visor. It was only after the 5th time where they said the supervisor would call me back. I still had to give them my name and phone number. Why didn't they have it already ? Does there system not track phone calls and transfers ?
  When the supervisor called me they tried to minimize the entire thing and steered the conversation to only be taken off the insurance cold call list. I had to bring it back each time after 'is there anything else ?' question they asked me.
  The 'resolution department' is their complaints department. Unless I was told yet another **********

  Business Response

  Date: 21/03/2025

  Thank you for bringing this to our attention. I attempted to contact the customer via phone but was unfortunately unable to reach them. I sincerely apologize for any inconvenience caused by the marketing calls. Our call center agents reach out to customers to introduce our Comfort Protection Plans. These plans are designed for equipment owned by the customer, offering peace of mind by ensuring their equipment is covered by Reliance in the event that any service is required. These calls aim to educate customers on the plans offered by Reliance. Ultimately, it is the customer’s decision whether to add the plan or not.

  We regret that the call was not handled appropriately and that, instead of being transferred to our escalations department (Customer Resolutions), the customer was directed to the main line. For this, we assure you that coaching will be provided to the agents involved. I can confirm that the customers concerns had been forwarded to the appropriate team. Customer Resolutions serves as our escalations team.

  Additionally, for privacy reasons, our agents are required to verify your information when speaking with the customer, which may involve multiple verification steps. Lastly, I confirm that the customers contact information has been removed from our outbound marketing call list. The customer will no longer receive such calls going forward. -Hailey 

• Initial Complaint

  Date:17/03/2025

  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 cancelled my water tank rental from Reliance recently, and the final bill Reliance charged me $400 for cancellation. I just bought a house with a water tank rental from Reliance in Dec 2024. I don’t know I can cancel it at that time. So, I just leave it as other utilities providers to transfer the account to me. I did call Reliance and confirmed that the water tank has no contract with them. However, Reliance charged me the account opening fee once the closing of the property is done and the water tank rental transferred to me. Within three months I cancelled the rental of the water tank and Reliance said I have made early termination. However, I have no contractual relationship with them. I doubt how early termination exists? Another issue is the closing fee of $250 which is clearly overcharged. The account set up fee they charged is $35. I have no idea on how they count the $250 when the water tank is over 15 years old and was dropped to their drop off point directly. Reliance also advised me that 15 years old water tank should be replaced as the water tank is not in good condition. I do believe that the old water tank did not worth $400, not even a hundred dollars.
  
  I never received any rental related documents from Reliance. I don’t believe I have any contractual obligation with Reliance. That’s why I call them several times to confirm no contract with them before I bought a new water tank. The only thing I received from Reliance is the bills. No other documents.

  Business Response

  Date: 17/03/2025

  Thank you for bringing this to our attention. I have reviewed the
  customer's account and can confirm that they were informed of the charges on
  the following dates: December 17th, 2024, February 24th, 2025, March 11th,
  2025, and March 13th, 2025. These charges are in accordance with the terms and
  conditions, including the early termination fee of $150 plus taxes, and the
  inspection and account closure fee of $250 plus taxes. We also sent the
  customer the original contract along with the terms and conditions. * **** ******** *** ***** *** ********** *** *** ******** ********. Unfortunately, the
  charges are correct and will not be removed. - Karen

  Customer Answer

  Date: 17/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there is no early termination fee in the so called contract and the contract never shown to me until I requested it. In addition, there is no contract with me which is the Reliance staff confirmed with me several times. How can Reliance now said I have a contract with them and charge me fee on the closure?
  
  
  
  Sincerely,
  
  
  
  *** ** ***** ****

  Business Response

  Date: 21/03/2025

  On March 13th, we sent a redacted copy of the contract, as it contained the previous owner's information. - Karen
  

  Customer Answer

  Date: 21/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, as mentioned by Reliance, the contract in question was signed by previous owner, not me. Also, I have double checked my lawyer communication with Reliance that I was assumed the “rental” hot water heater, not the hot water heater “contract”. Obviously, there is no contractual relationship built between Reliance and me. How can Reliance forces me to accept a contract that is not belonging to me?
  

  And I have checked again and again with Reliance hotline that I have no contact with Reliance. Please check all the telephone communication records on those days as mentioned in Reliance’s first reply. It is clear that I was told by Reliance's staff that THERE IS NO CONTRACT WITH RELIANCE. It is ridiculous to tell me that a contract suddenly exists when I close the Reliance account and the said contract was not even signed by me. 
  
  
  
  Sincerely,
  
  
  
  *** ** ***** ****

  Business Response

  Date: 27/03/2025

  I'm not sure which purchase and sale agreement this is referring to.
  Could you please submit a copy of the agreement, specifically section 6? If
  this is for the property in question, the move was processed into the new
  owner's name, which is the customer who has filed this complaint. However, they
  are still responsible for charges. – Karen

  Customer Answer

  Date: 27/03/2025

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

  1) I called Reliance's hotline several time and Reliance's staffs confirmed that I have NO contract with Reliance. I have no idea why Reliance forces me to accept the contract that was not signed by me while their staff confirmed with me that there is no contractual relationship between me and Reliance. Please check with your hotline records. Your staff confirmed that NO contract with Reliance for at least two times in the conversations.

  2) There is a charge called "early termination fee" in the Reliance bill. When I have no contract with Reliance, I believe I do not have any early termination issue.

  3) Referring to my lawyer's communication (see attached), the setup of the account with Reliance is to "assume the rental hot water heater." It has been clearly mentioned in the ******** email.

  4) The set up accounting fee is $35 while the closing fee is $250. This is ridiculous. A 15 year-old water tank not even worth a hundred, but your company is charging me the monthly rental and the other fees for over $500 for 3 months only. 

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

  Business Response

  Date: 27/03/2025

  On December 17th, 2024, the customer's wife called into the call center, and it was explained to them that the following fees would apply if they chose to remove the equipment. The customer was aware of the charges before deciding to remove the equipment from the residence.
  I understand the customer has ******** section 6 of the purchase and sale agreement, which states they would assume responsibility for the equipment in the home. It would have been the customer's responsibility to ask the previous homeowner for a copy and review the terms and conditions.- Karen

  Customer Answer

  Date: 28/03/2025

  
  Complaint: ********
  
  Please check to the communication as you mentioned in Dec 2024. Your staff mentioned that the fee only applicable for 30 days. After that, the fee that your staff quoted would no longer applicable. It means that what Reliance staff said in that conversation was expired in Jan 2025. I understand that "not applicable" mean the fee can be up or down or cancel. This is also the reason why I called to the hotline again and again to confirm that no contract exists after that 30 days. In fact, the staff in the Dec 2024 conversation also mentioned to me no contract at all, but there was a fee applied for 30 days.

  I would like to settle this case as soon as possible. I have already paid the rental that I am responsible for. 

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

  Business Response

  Date: 01/04/2025

  I
  apologize for any confusion. The customer was informed of the charges on the
  following dates: December 17th, 2024, February 24th, 2025, March 11th, 2025,
  and March 13th, 2025. These charges are in accordance with the terms and
  conditions, including an early termination fee of $150 plus taxes, and an
  inspection and account closure fee of $250 plus taxes. These fees were
  applicable as of January 2025 and are the customer's responsibility to pay. - Karen

  Customer Answer

  Date: 01/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there is no confusion to me. The charge only informed to me in Dec 2024, which was valid for 30 days only. Hence, the information I had is no longer exist or valid after 30 days of the conversation in Dec 2024. I believe you have checked to your record and confirmed my words. After that, all Reliance staffs told me that there is no contractual relationship with Reliance during all other conservations. Thus, I believe that everything is clear and no confusion at all. The message I got from reliance is clear, NO CONTRACT WITH RELIANCE. If Reliance's staff told me something wrong and resulted a confusion situation as you said, why Reliance not takes responsibility on this? The only think I feel is Reliance refused to accept what their staffs' wrong act and keeps chasing the customer for payment.
  
  
  
  Sincerely,
  
  
  
  *** ** ***** ****