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: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,
  
  
  
  *** ** ***** ****

• Initial Complaint

  Date:11/03/2025

  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.

  In 2016 we agreed to rent a furnace, air conditioner and tankless hot water heater from Reliance. We realized that we signed a rent for life contract a few years later and contacted Reliance a few times to ask about options.
  
  In November 2022, the tankless hot water heater stopped working. We called Reliance to repair the tank. A technician came in and was unable to repair the heater so he replaced the tank. He did not advise us that by Reliance replacing the tank, we were agreeing to a 10 year rental contract for the replacement. We were not advised, we did not sign anything. We continued to make our monthly rental payments to Reliance but regretted entering the original rental agreement in 2016.
  
  In November 2024, we saw a report on CP24 about ** **** ******* helping reliance contracts break their rental leases with Reliance. We also read some reviews. We contacted ** **** ******* and asked for more information. We subsequently signed a contract with ** **** ******* and on Nov 27, they removed the rented Reliance equipment and installed new equipment which agreed to buy on finance. ** **** ******* notified me that they returned everything but the tankless hot water heater because it was leased and the balance on the lease contract is $4,800. I have contacted Reliance several times, they sent me a standard pdf terms and conditions where if we were paying the rental fee we implicitly accepted these terms.
  
  Can you help us? We believe that this is fraudulent and illegal if we were not advised at the time they replaced the tank and we did not verbally or sign an agreement.

  Business Response

  Date: 11/03/2025

  Thank you for bringing the customers concerns to our attention.  We dispute the customer was not aware of the terms of the agreement they were in with Reliance.  We spoke to the customer in January 2025 and provided the terms and buyout value of the water heater.  We also spoke to the customer March 5 2024 and provided the terms and buyout options at that time.  The customer was also offered an 18% monthly discount and a credit to the account in the amount of $75.00 which the customer accepted.  We suggest the customer work with LG and request they pay the buyout charge for the value of the water heater based on the information provided to them.- Gemma

  Customer Answer

  Date: 11/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when Reliance came in to repair the tankless hot water heater we were renting from them, they were unable to repair and installed a new tankless hot water heater.  

  One date in Reliance response should be corrected, it should read March 5, 2025 not 2024.  

  No one told us that, by installing a new water heater instead of repairing the rented water heater, we were agreeing to a 10 year contract.  We did not sign for or verbally agree to a new lease contract because we were very unhappy with the cost of the rental equipment which we originally understood was rent to buy, not rent forever. 

  I was offered and accepted a discount when I complained early last year about the cost of this equipment,  The discount was given long before the issue with the faulty tankless hot water heater in November 2022.

  Sincerely,

  
  
  
  **** *********

  Business Response

  Date: 25/03/2025

  I confirm the date correction the customer pointed out.  The water heater remains active and billing on the account monthly.  The water heater has not been returned to Reliance.  We maintain our position and request the return of the equipment by the contractor.  The buyout will be billed to the account for the value of the water heater as previously disclosed to the customer.  - Gemma

  Customer Answer

  Date: 26/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we never agreed to enter into an 10 year rental contract with Reliance when their technician responded to a service call to fix a water heater that we were renting in November 2022. 

  We will be happy to instruct ** **** ******* to return the water heater to Reliance when Reliance waives their claim to $ 4,800 buyout balance or at the very least, significantly reduces the amount they are claiming. 

  As a senior, who believed in good faith that if the equipment I am renting from Reliance stopped working, Reliance would repair or replace the equipment as part of the 2016 rental agreement. 

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

  Business Response

  Date: 28/03/2025

  As a gesture of extreme goodwill, I will cancel the buyout charge for the water heater.  However, the water heater needs to be returned to Reliance asap in order to cancel the rental agreement and stop monthly billing.  The customer will be responsible for all outstanding rental payments on the account until the date the water heater is returned.  As of March 28th 2025 the account balance is $393.11.  The customer is welcome to reach out to me directly with the confirmation the water heater has been returned.  Please ensure the contractor returning the water heater has the return authorization form which can be found on our website and provides you with a receipt of the return.  At that time the customer is welcome to reach out to me directly at ********@***************.com - Gemma

  Customer Answer

  Date: 30/03/2025

  
  
  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.

  We will make arrangements with ** **** ******* to return the water heater to Reliance asap.

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

• Initial Complaint

  Date:28/02/2025

  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 a claim with Reliance due to water leaking from it and causing damage to the property. It took months to get the claim resolved with poor customer service. It was only resolved mid February.
  
  I have had nothing but poor experiences with this company and am trying to return the hot water rental to purchase my own. They are trying to charge me over $5200 to terminate my rental with them, which I find to be a wild amount. * **** **** **** ******** *** ******* ** ******* **** ****. I have had cheaper quotes to get a whole new unit installed for what they want to charge me to cancel with them.
  
  The only fee I find reasonable is the drain and disconnect fee, as I would be dropping the unit off. The term started in 2020. They have made more than enough money on this unit.
  
  I have ******** screenshots of my ongoing issues with them (with dates), which is the reason I just don't want to deal with them anymore. I've also ******** a screenshot of the bill they want to charge me to terminate.

  Business Response

  Date: 06/03/2025

  Thank you for providing the information, 

  When a rental water heater is included in the purchase and
  sale agreement, you assume responsibility for the rental and the terms and
  conditions associated with it.
  
  The rental water heater at the property you are on
  contract for this, Just to be clear, according to the agreement, the water
  heater is assumed via the purchase and sale when you take over the home. It is
  listed under the rentals section, and by taking over the rental you have also
  agreed to the terms and conditions associated with the water heater.
  
  Additionally, the equipment was installed in 2020, so the
  rental term remains valid until 2027, as previously communicated it is a 7-year
  term, the screenshot *** ******** is not for a contract that is in a term,
  please refer to your contract.
  
   The fee is valid and necessary due to the terms and
  conditions. 

  Thanks Nicole 

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There are no signed details of any of the prices you are trying to charge me. Each time I talk to someone new from your business, they give different answers and different reasons. I've had someone tell me over the phone that it's rent to own if we stay with you guys, then another tell me that's not true. I then had another lady tell me that gigantic price that you think is fair, is based on a contract starting in 2023, which is why it's so expensive. I*** ******** * ********** ** **** ************* 

  When I corrected her, she still said the same price stands. There is no justification for charging over $6000 after taxes to terminate a rental with you for a tank that you will be getting back. I can have two brand new water tanks installed for that price. 

  The customer service that is promised with your company is also a nightmare to deal with when there are issues.

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

  Business Response

  Date: 19/03/2025

  Thank you for your response.

  We have reviewed and discussed the charges with you, and we confirm that the buyout remains a valid charge. The screenshot *** ******** does not correspond to your contract; rather, it outlines the options available at the end of the term.

  Additionally, Ms. ****** has offered you a 15% discount on your monthly rate. Should you wish to accept this offer, please notify us by March 31.
  Our position remains unchanged: you are currently within the term of your contract, and the buyout charge is valid.

  Please let us know how you would like to proceed.

  ~Nicole

  Customer Answer

  Date: 19/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You are not reading what I wrote properly, or just repeating yourself over and over. Your price makes no sense at all. The screenshot I sent shows her telling me that the price is based on a contract that started in 2023. When she realized her mistake, she then said the price is still the same. Therefore, your cancelation fee makes absolutely no sense. And once again, no where in writing is there any fees such as that. Like I said, I can literally have two brand new units installed for that price. 

  That buyout price is not valid, **** ******** *** **** ** * ****. I do not want your 15% discount to stay with your company. I have never ever had a worse experience with any other company for anything. I want to return the tank without you trying to scam me for the price of two brand new ones.

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

  Business Response

  Date: 03/04/2025

  Thank you for your response.

  The screenshots *** ******** from our claims department pertain to your claim with them and do not involve the termination fees of your contract. The Early Termination Fee is applicable for either removal option, as you are currently within a 7-year term. While the screenshots correctly display the prices, please note that you will still be required to pay the Early Termination Fee since you are within the 7-year period. This fee is valid and cannot be further reduced.

  Thanks Nicole 

  
  

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I disagree. I don't find that fee to be fair at all. Nor do I have any signed paperwork of such fees in a contract. How do you justify charging the price of two brand new tanks, to return one tank that you will reuse in someone else's home? 

  You cant produce any signed contract of these fees. It's not in writing anywhere that you were going to try and charge such a substantial fee.

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

  Business Response

  Date: 08/04/2025

  Good Afternoon,

  I understand you do not agree with the charges, however this is a valid charge and will not be waived I have offered a 15% discount in which you declined. 

  Thanks Nicole 

• Initial Complaint

  Date:24/02/2025

  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.

  This complaint is about rental water heater provider company Reliance home comfort.
  I moved to my current property in june, 2022. After that i called reliance company to setup my account for the bill and they did so. After 1st month when i did not receive my bill i called them and told the problem to which they said sir your account balance do not show any outstanding balance. 2nd moth i called again and they have repeated same answer and based on customer care representatives provided information i ve made my choice to buy protection plan for which i have received bills every month.
  Years passed 2022, 2023, in 2024 december company suddenly sent me bill saying its all pending.
  When i called customer care they are pretending that its my mistake. When i asked them about any proof that the unit at my property is still rental, they said they don’t want to provide me any proof of the same but i have to pay their money in full. Customer care representative was rudely saying that they are not charging me any late fee pr interest etc etc. like they are doing favour to me where in actual when i don’t receive any bill how do i suppose to respond. Plus its clearly visible that there’s mistake from their side but they don’t want to acknowledge and suddenly without providing any proof they want me to pay full amount.
  Now they have sent me email saying that if i do not comply as they say they will hit my credit score record. **** ** ******** ** ** ******** ******* 

  Customer Answer

  Date: 25/02/2025

  I am writing this in regards to the above mentioned complaint ID on BBB portal. 
  
  Here i would like to inform you that when i last had conversation with one of their representatives, he told me that he will put this issue under investigation and he will put my account on hold so there will be no negative impact on my account until we talk again. Now i have received email from relience home comfort that they want me to pay full amount within 5 days or they will hit my credit score.
  So i would like to mention here if anything happen to my credit score that ll negatively impact any chances of negotiations and understanding from my side.
  
  Thank you,
  ******* ******

  Business Response

  Date: 26/02/2025

  We have thoroughly reviewed the details of the account and the related correspondence concerning the rental water heater at the property. It is understood that the customer is responsible for the rental of the power-vented 50-gallon water heater, which was installed at the property and transferred to the owner during the move-in process in 2022.
  An issue occurred during the transfer of the account from ******** to direct billing. After reviewing all phone calls and account notes, no record of prior communication regarding the rental water heater was found.
  As a result, rental charges have been applied from June 2022 through the present date. To assist in resolving the matter, a credit of $150 has been offered toward the outstanding balance. Payment for the remaining balance is requested.
  We are happy to work with the customer to arrange a suitable payment plan if necessary.  The customer is welcome to reach out to me directly at ********@****************com- Gemma

  Customer Answer

  Date: 26/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have contacted business every month for minimum of 2-3 times when i didn’t receive bill even after setting up account. 

  Their customer care informed me that my account was up to date and balance is 0.

  after that i opted for the protection plan and i have received bills for that regularly. 
  so if there was issue in billing system than how could it can bill me regularly of that? 
  

  It is clearly visible that there’s no fault from my part.

  Sincerely,

  ******* *****

  Business Response

  Date: 07/03/2025

  We spoke to the customer on March 5 2025 and the customer advised us they would be out of the country until March 28 2025, we have added a note to the account and paused collections until March 28 2025 to allow time for the customer to make payment- Gemma

• Initial Complaint

  Date:20/02/2025

  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.

  They refuse to send me an itemized bill. They are wanting me to buy a water tank, The bill they sent me was higher than I expected, around $485.00. They sent me to collections. I asked the dates that they were using to charge me. I was given 3 three numbers to call about my bill - 1-************ and then 1-************ and 1-************.
  
  I would like for them to correct my credit report

  Business Response

  Date: 27/02/2025

  Good Afternoon,

  I hope this message finds you well.

  I have reviewed the account, and I wanted to clarify the situation for you. Your landlord contacted us in 2023 to inform us that you are the tenant responsible for the rental at the property. For any details regarding your agreement, we recommend discussing the terms directly with your landlord.
  We also spoke with you on February 20 regarding the status of your account. As explained, the account has been sent to collections due to non-payment. You will need to reach out to the collections department to discuss the outstanding balance.

  As the account is currently inactive and with collections, we are unable to generate a new bill. However, if you would like to proceed with payment through Reliance, we can offer the following options:

  1- Reactivate the rental by paying $488.27 for the outstanding charges.
  2- Pay the buyout amount of $1,671.90 to settle the account in full.

  Please let us know how you would like to proceed, and we will be happy to assist you with the next steps.

  Thanks Nicole

• Initial Complaint

  Date:14/02/2025

  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 have a complaint about Reliance team.
  I am getting about 2 daily phone call from Reliance about an unpaid bill, happening at different times every day.
  It is for the property in Ottawa.
  I am on title of this property ownership.
  I did not live there for the last 15 years. I left Ottawa in 2010, and never lived in this city after 2010. The claimed property is always occupied by my ex wife according to our separation agreement.
  I was told that I have to pay for unpaid pills for home water treatment that I never ordered and never signed a contract about this service.
  When I reviewed the contract sent to me by the company after sending an e mail to customer service in January 2025, it is from the year 2016. It was for ******** company that Reliance says it has taken over.
  Even, it came to my attention that Reliance company has no license for this rental equipment.
  The name on that contract is not my legal name, only my first name.
  My birth date is not filled on the assumed contract.
  The signature on the contract is fake, not my signature.
  They did not ask for or have any piece of my ID, as it is mandatory per my understanding.
  I spoke to multiple team members of the company, on multiple occasions, as well as the frequent calling persons with no resolution.
  I asked Reliance to cancel the contract, take back their water treatment equipment, but I was told it is for certain number of years, I am not sure for how long! I can not remember. It is already year 9 in the contract agreement!
  I did not sign any agreement with Reliance or ******** about this property.
  I asked to make a case before over lengthy phone calls in ? August 2024. I did not get any answer.
  I was threatened by collection companies, which is going to damage my credit score. The daily phone calls and the collection threat are mentally affecting me.
  I was clear that I am ready to honour any agreement only if I was aware of it and I did sign this agreement.

  Business Response

  Date: 20/02/2025

  Thank you for bringing this to my attention, and I sincerely apologize for any confusion caused.

  As you may already be aware, we are no longer associated with ********. As a result, we have transitioned all accounts to a direct billing system in order to streamline our processes and improve efficiency.

  Title Search Results: We conducted a comprehensive title search, which confirmed that you are the sole owner of the property. This legal documentation establishes your entitlement to manage the account.

  Contractual Agreement: Our records show that you are listed as a co-customer on the contract, with your signature included. This agreement verifies your responsibility for the account and its associated charges.

  I understand that you have not lived at the property recently, and that your ex-wife may be handling some matters related to the account. This is something you may need to discuss with her directly.

  Thank you for your understanding.

  Best regards,
  Nicole

  
  

  Customer Answer

  Date: 20/02/2025

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

  1. It is not my name on contract, only a first name, could be for any person.

  2. The birthdate is not filled

  3. The signature (Your company says that it belongs to me) is fake.

  4. ******** team should have a personal ID attached to such a type of contract and I can challenge the company that they do not have any piece of ID for me. I am very sure simply because I was not there!

  It is only your duedeligence work that found my name for the Ottawa ownership registry, that made you find me.

  Finally, I am asking you nicely, can we find a good way to solve this problem ( that I was never a part of it)? Or should we keep escalating it?

  Thanks for your time and understanding.

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

  Business Response

  Date: 27/02/2025

  Thank you for your response.

  At this time, our position remains unchanged.

  We have conducted a comprehensive title search, which has confirmed that you are the sole owner of the property. The legal documentation further establishes your entitlement to manage the account. Our records show that you are listed as a co-customer on the contract, with your signature included. This agreement confirms your responsibility for the account and its associated charges. We have a signature on file, and if there are concerns regarding any fraudulent activity done by another party at the property, we advise that you address this directly with them.

  We understand that you have not lived at the property recently, and it appears that your ex-wife may be handling some matters related to the account. It may be necessary for you to discuss this with her directly.

  Best regards,

  Nicole 

  Customer Answer

  Date: 27/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  On the contract, this is not my name and not my signature.

  I am asking simply and nicely how can we solve this issue instead of escalation. 

  We need to end this contract ASAP. Again, I am asking you to remove your equipment ASAP. It is signed in 2016, so, how long should it stay? If you see me responsible, then why  was not it removed as I requested from day #1 I knew about this problem? I asked for that from my first day of communication with your customer care.  I cannot be responsible for the ongoing future charges on monthly basis.

  We need to reach an arbitration for this. Otherwise I will be stuck with you in this issue.

  Whatever Reliance company believes, I am still insisting I am not responsible as I did not put my name or my signature and I am very sure that the Reliance or ******** agent, who probably faked the signature, did not have any confirmatory piece of my ID.

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

  Customer Answer

  Date: 28/02/2025

  Thank you for your help.
  I did not know that I should go to Police for a false signature. I was only advised by freinds to go for the legal pathway with a lawyer. I will definitely consider complaining to Police if this is your advice.
  I did not sign the assumed contract, the name on it is wrong, there is no birthdate, and, I am sure that they do not have any ID piece with them. Everything is fake.
  

  There is no co-owner. It is under my name in the city of ****** registry, that is the way Reliance got my full name information. The house is signed to move to the other party in the separation agreement. She did never start the legal process of house transfer for the past 15 yrs. I was not able to enforce it. I never lived there from 2010.

  I asked Reliance to go this home and check if it is true that ******** installed it, was about August 2024, and they went and  said it is there. I asked them over the phone to remove the installation immediately as I will not pay for it, they refused and said I need to talk the company. I asked my ex to tell them to remove it, but again, they refused to remove it!

  I did ask Reliance for the installation removal multiple times when I spoke to customer service, multiple times, over many months, but they refused. I am not sure how long should be the binding agreement (If there is any real agreement!) as it is year 9 now since the installation. 

  Again, thank you.

  ******* ** ****

  Business Response

  Date: 16/03/2025

  Thank you for your response.

  At this time, our position remains unchanged. I understand this might be very frustrating however we cannot resolve this between you and your ex wife, you need to contact her to discuss.

  We have conducted a comprehensive title search, which has confirmed that you are the sole owner of the property. The legal documentation further establishes your entitlement to manage the account. Our records show that you are listed as a co-customer on the contract, with your signature included. This agreement confirms your responsibility for the account and its associated charges. We have a signature on file, and if there are concerns regarding any fraudulent activity done by another party at the property, we advise that you address this directly with them.

  We understand that you have not lived at the property recently, and it appears that your ex-wife may be handling some matters related to the account. It may be necessary for you to discuss this with her directly.
  
  Nicole 

  Customer Answer

  Date: 19/03/2025

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

  Thanks for your response.

  First, and again, as you consider this contract is real and I am the sole owner, then the sole owner is asking you, again and again to end the contract immediately. I asked this from your company since August 2024. If you have any claimed installations, please go and remove them immediately. You cannot just keep counting money on me and ask me to pay you. I do not need or want your service.

  I spoke with my ex wife. I shared the claimed contract with her.  All hand writing and signatures on the claimed contract are fake. Someone had made it from your company or your prior company, you took over.

  I went to the police and reported the fraud. Both hand writing and signatures are to none of us. 

  It sounds like we were paying money to your company since 2016 for this fraudulent contract. Looks like it was added to utility bill initially (That we never noticed), then I got contacted when your company was not able to add it to the utility bill anymore. Then the company harassment started. Reliance should be responsible for our refund from 2016 as the sole owner did not write or sign any contract with you.

  And by the way, why did not the Reliance company keep a piece of ID of the sole owner who signed the contract with the company?!! All utility and wireless companies start by asking for an ID for any contract. Do you have my ID provided with this contract? Prove it with my ID if I signed it!

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

  Business Response

  Date: 27/03/2025

  I want to sincerely apologize for any inconvenience this situation may have caused you our position remains the same. I understand that dealing with legal matters can be stressful and complicated. 
  
  Given that this is a legal separation issue, I strongly recommend that you consult with your lawyer to discuss your options and determine the best course of action. Unfortunately, Reliance will not be able to intervene in this matter. 
  
  Based on the documentation we currently possess, we are obligated to adhere to the terms outlined in those documents. Please note that the charges in question are valid and will be enforced as stated.  There was a service call placed in august 2023 where we attended and confirmed the product is a rental. 

  I apologize tis is a valid contract.

  Thanks Nicole 

  Customer Answer

  Date: 31/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Thank you for your empathy.

  I did not ask for a service agreement as you are saying. I asked your team to go and check if the claimed instalment is there and to remove it immediately if they found it. It was not a service request sir.

  There is no legal issues in separation that need a lawyer advice.

  The person who signed this contract and you said he is me, does not carry my name or have my signature. He is not me. Police is reported for the fraud.

  My wife who is said she signed the contract is not her signature. 

  The contract from 2016 is not legal. As we did not sign. The money was withdrawn in a utility bill that was hidden in the utility fees until you could not further hide it in the utility bill.

  I do not understand why you are not ending your service upon my request. Does the claimed contract need a hundred years? It is already year 9 from what you say it was a contract. Please answer directly, How long is this contract?

  If you remove your things, then we can reach an arbitration, otherwise I do not see a solution for that except for legal escalation as I asking you to remove it from the first day I heard about it!

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