Complaints

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

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• 

  Reliance Home Comfort

  2 Lansing Sq North York, ON M2J 4P8

  
• 

  Reliance Home Comfort

  37 Morton Ave E Brantford, ON N3R 7J5

  
• 

  Reliance Home Comfort

  1 - 200 West Beaver Creek Richmond Hill, ON L4B 1C7

  
• 

  Reliance Home Comfort

  L3 - 145 Front St E Toronto, ON M5A 1E3

  
• 

  Reliance Home Comfort

  111 3953 112 Ave SE Calgary, AB T2C 0J4

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

• Initial Complaint

  Date:07/09/2022

  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.

  - From Oct 2013 - Nov 2021 I paid for a furnace protection plan with Reliance Home Comfort
  - In November 2021 I bought a NEW furnace installed by Reliance with a 10 year warranty
  - Was told they would automatically cancel the protection plan BUT I still called to cancel the furnace protection plan myself on November 4, 2021 at 11:56AM.
  - In June 2022 I started getting phone calls and emails threatening to send my account to collection
  - When I checked my account I discovered that they never cancelled the protection plan and they kept charging me monthly $22.59 from Dec 2021 to present time so my balance owing was $191.75
  - I have called Reliance every month (4 times) since June 2022 and each time they say they are going to put in a request to the accounting department to update my account and reverse the charges put on it but nothing is ever done and they will not let me speak to a manager or escalate my request.
  I just have to keep calling every 2 weeks and repeat the whole story over again with NO resolution.
  I have no recourse to get this rectified.
  It will affect my credit rating.
  It may affect any future need to use the furnace warranty.

  Business Response

  Date: 13/09/2022

  Thank you for bringing the customers concerns to our attention.  I apologize for the delay in having the plan cancelled and the account corrected.  I am confirming the plan has been cancelled and the billing error corrected.  The account has been closed with a $0 balance. - Gemma

  Customer Answer

  Date: 01/11/2022

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

  When I log into my account today, November 12, 2022, it still shows a balance of $183.46. 

  I want it to say $0 and I want to receive an email from Reliance that states that it was an error to charge me and the account has been corrected. 

  I do not want to have any issues with this in the future and it is impossible to get assistance by phone. 
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 07/11/2022

  The account has been closed in full with a 0 dollar balance since September.  As the account is closed the customer will not receive any further invoices.  The online my Reliance system is not a live system and will only show the invoices that have been generated.  The customer is welcome to email me at ********@***************.com and I will be happy to provide confirmation in writing - Gemma

• Initial Complaint

  Date:04/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I recently purchased a home. A condition of sale was that the seller buy out the contracts with Reliance for the rental of the HVAC and AC units. We saw the bill that Reliance sent the seller (upwards of $8,000) and have written confirmation that this was paid in full to terminate the contracts back in early June. However, Reliance is still billing us for the rentals (about $150 per bill). They refuse to speak to us about the issue, as the account is in the previous owner's name. We have tried calling them and have written to their legal department twice. While they state that their service standards are 72 hours to respond, we have waited much longer (8 business days so far). Every billing period, the money is being withdrawn from our bank account directly through our ******** account as it is linked with the property/address. We have spoken with ********, and they cannot fix the issue, as it is Reliance who need to update their systems to correct the problem. There is no contract in place to justify Reliance taking our money, and we are not receiving any service from them, but they will not speak with us to resolve the issue because we are not a client of theirs.
  
  To make matters worse, the sale of the house was done under a power of attorney because the previous owner no longer had the capacity to deal with these matters. But Reliance will only speak with her/the person who's name is on the account. What are we supposed to do?

  Customer Answer

  Date: 16/08/2022

  UPDATE: We were again charged by Reliance today, August 16 ($142.60). The BBB informed us on August 4th that the complaint had been forwarded to Reliance but we have not yet heard back from them. The total amount that Reliance now owes us is approaching $400. We hope to resolve this before it balloons any further.

  Business Response

  Date: 17/08/2022

  Thank you for brining this to our attention,
  
  
  
  I have reviewed the account and the buyout has been applied and adjustments sent to ********. I apologize for the frustration and the delay.
  
  
  
  Thanks Nicole

  Customer Answer

  Date: 23/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Hi Nicole,
  
  
  
  While we appreciate that you responded to us, we contacted ******** today and they informed us that this has not been addressed yet. ******** indicated that there is no note on my file indicating any changes, pending changes or reimbursements by Reliance.
  
  
  
  We will not consider this issue resolved until our money has been returned in full and our concerns have been addressed.
  
  
  
  Could you please provide the following information:
  
  1. The total amount that Reliance will be returning to us and the date by which we will receive the money.
  
  2. Written confirmation that your records have been updated. We are not sure what "adjustments" refers to, as we do not have a contract or client account with you to adjust.
  
  3. An explanation as to what happened.
  
  
  
  To say that we are frustrated with the situation is an understatement. Reliance has unacceptably made this whole process exceptionally time-consuming, stressful and financially burdensome for us.
  
  
  
  We were informed that the buy-out of the AC and furnace by the seller of our home happened almost three months ago. We are not your clients. If anything, we feel like we're caught in a scam. The closing date of our home purchase was missed because of Reliance; not only would you not facilitate the buy-out by the seller in time (and our closing period was very long), Reliance had placed a lien on the house. Even after thousands of dollars were paid by the seller to Reliance to buy-out the contacts, Reliance never took the time to update its records.
  
  
  
  Despite the fact that we have reached out to Reliance's legal department and their customer service department, the BBB is the only avenue through which Reliance has responded to us. We would never have wanted to do this publicly, but Reliance's unresponsiveness has left us no choice. We need to stop these $142 charges on our ******** bill each month. ******** - who has been very responsive - cannot stop these charges. Reliance needs to address this.
  
  
  
  I hope you appreciate just how much time, stress and effort it has taken us to reach a company that is taking our money without legal basis to do so. Reliance has been aware of the issue for months now and yet you continue to put us in an impossible situation.
  
  
  
  In light of all this, we cannot accept your response as complete or appropriate. We look forward to reading your response as to what happened.
  

  Customer Answer

  Date: 07/09/2022

  We received a call from Reliance today (Sept 7th). In summary, Reliance is saying that the matter is resolved and implied that we are been dishonest about the charges. Their representative asked for written proof that we are still being billed. We provided this information to them by email after the call. We also followed-up with ********, who confirmed that the payments on our account have not been stopped and that Reliance has not issued a reimbursement of the money they have taken. ******** confirmed that in order to stop the next payment, Reliance needs to contact them before September 15th.

  Business Response

  Date: 07/09/2022

  I have contacted the customer and ask for a copy of the bill so that I can look into the account. The bill and information has been sent it, The previous owner did pay the buyouts on the address so will look and follow up with the customer once I have located the billed amounts through ********.
  
  
  
  Thanks Nicole

  Business Response

  Date: 15/09/2022

  I have reversed all the charges the new home owner
  ***** *****, for the Furnace in the amount of $243.20 + HST and the AC for
  $202.67 + HST  the billing will stop. I apologize for the frustration caused.

  Thanks Nicole 

  Customer Answer

  Date: 25/09/2022

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

  We were very relieved to see the credit on our ******** bill. After months of wrongful and unjustified charges, radio silence and inaction on the part of Reliance, we're appreciative to see that escalating things to the Better Business Bureau produced results, especially since this has required even more work and public exposure on our part.
  
  We are not considering this issue resolved until we receive a bill without Reliance charges. The last bill we received indicated both charges and a credit. We want to make sure that Reliance is completely off our bills going forward. We should be receiving our next bill early to mid-October.
  
  Also, we still want an explanation as to how this could happen: both in terms of the charges for equipment we own and the fact that Reliance would not respond to our calls, emails or messages to resolve the matter.
  
  As you can imagine, we are still very upset. A credit on my ******** account is not a reimbursement. Yes, I will not have to pay a gas bill for the next few months but that money could have been used for other life essentials. My dog - who has since passed away - was diagnosed with cancer at the start of this debacle. The money taken from Reliance would have went towards those expensive, time-sensitive and potentially life-saving bills for her.
  
  The credit also does not compensate us for our time, stress or work resulting from Reliance's egregious mistake that we notified them of months ago. They even indicated on here that the matter was resolved a month ago when it obviously wasn't. 
  
  We look forward to hearing the explanation of how this happened and why it has been so hard to resolve the matter.
  
  

  Business Response

  Date: 05/10/2022

  Thank you for your response. I do apologize for the time that it has taken to be removed, last month when stated it was resolved it was however ******** is your bill provider and the time in which the reversal got done and sent over to ******** and applied it takes time to hit your billing cycle. I understand it took some of your time and effort and I do apologize for that however we do not credit or compensate for time. I can assure you everything is correct and you will not see it on the ******** bill going forward.

  Thank You.

  Nicole 

• Initial Complaint

  Date:03/08/2022

  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.

  Acc: XXXXXXXXXXXXXXXX
  
  They put a lien on my house for the Furnace and AC that I used to rent from Reliance and Comfort. A few years back, I paid the buyout in full for both equipments and thought everything was alright. That was until I decided to sell my house this year and was surprised to seethe lien on my house. I called their legal department since the beginning of June but to no avail so I decided to hire ******* ******* to have them remove the lien. ******* ******* told me to get the buy out receipts which unfortunately was destroyed (among other things) due to a basement flood. They suggested I should call reliance and ask them to send you the bills. I called reliance office on the first week of June to send me the receipt and they said they would but there will be a $10 charge. I agreed to pay the $10 charge but here were are late July, I haven't received anything from them. I lost so many prospective buyers because of this issue. Please HELP.

  Business Response

  Date: 10/08/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Thank you for brining the customers concerns to our attention. I was in touch with the customer on August 5th and the discharge has been completed. The customer has my direct contact information should they have any further concerns- Gemma
  
  
  Consumer Response /* (2000, 7, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I believe the confirmation along with the documents Gemma attached in one of our email exchanges suffice to close the case but Do I have to pay and download another document from service Ontario to check if the lien is actually removed ?

• Initial Complaint

  Date:22/07/2022

  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 2011 door to door salesman said I needed a new water heater. I have been paying for over 11 years. It was national home services now called reliance. I called about a reduction or buyout and they said a reduction of 10% or payout $810 + tax. I have already paid over $4000. Can you help me please. I am retired and cant afford to pay over $40 a month for this service. Also contract said 2 matinence calls and they have never done any. I was a first time home owner and didnt know anything about water heaters. * **** * *** ********* *** ******* ***** *** ***** *****. Thank you for your time and consideration.

  Business Response

  Date: 03/08/2022

  Thank you for reaching out to us,
  
  
  
  I do apologize and understand the situation, I have looked into the account we have offered a 10% discount off the amount to purchase the tank i can arrange for it to be 15% discount however this is the best that can be done. We do appreciate you as a customer and at this time if you would like to take advantage of the 15% of please contact our call center and they can process this for you or you can contact me to do so.
  
  
  
  Thanks Nicole

  Customer Answer

  Date: 08/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I was offered 10% off my rental. If they are offering 15% off the rental I would agree. Also they were supposed to do 2 matinence and cleaning and have never done any so I would also like them to do that. I think over $800 for that old a tank is ridiculous. Thankyou for your help.

  Business Response

  Date: 17/08/2022

  I can offer the 15% not a problem, and arrange a maintenance, please contact me to arrange this for you. You can call the call enter to arrange or feel free to contact myself.
  
  
  
  ********@**************.com
  
  ************ 
  
  
  
  Thank You Nicole

  Customer Answer

  Date: 18/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I will accept the 15% off monthly rental and will call them for a matinence visit. Thank you

  Customer Answer

  Date: 02/09/2022

  I have just received my bill from reliance home comfort and they have not given me any kind of credit. They agreed to 15% off monthly bill and are not following through. If you could help again I would appreciate it. Thanks

  Business Response

  Date: 14/09/2022

  Thank you for the response, I can apply 15% discount, Please advise if you would like this. The maint. you would need to call and have completed if this is something you want done. 

  Customer Answer

  Date: 19/09/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****