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:22/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a house and discovered after few years that there was a rental water heater in the basement, which the seller had not disclosed during the sale. I contacted Reliance to cancel the rental agreement, but they demanded $450 in fees: $150 for the device, $150 for closing the account, and $150 for removal.
  
  Since the water heater is 16 years old, I requested they skip the removal. Despite this, I was still charged the full amount. They provided a copy of the original contract with the previous owner, which I had no knowledge of, and even that document lists the equipment's age as 10 years.
  
  Reliance has now escalated this issue to a collection agency without any prior warning. While I am willing to pay $150 for the device, the additional charges are unreasonable and unfair.

  Business Response

  Date: 22/01/2025

  Hello,
  
  Our records indicate the customer had the equipment drained, disconnected and removed last year.  We request the customer provide the model and serial number of the tank in their home currently for verification purposes.  If customer would prefer, we can have a technician out to do this verification.
  
  Thank you

  Customer Answer

  Date: 22/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This equipment was not removed and it is working , your record seems to be incorrect.  

  The number on the label is ********** or ******** , if these are not the number you are looking for please contact me and send a technician. Please note the time here as my credit report will be affected by your wrong information and actions, please direct the debt collection agency to cease their action on my credit profile immediately .  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 27/01/2025

  Hello,
  
  We have reached out directly to the customer to book a verification call with one of our technicians.

  Customer Answer

  Date: 07/04/2025

  After I filed this claim #********, Reliance contacted me to confirm the status of my water heater. At that point, they had already marked the account as terminated in their internal system. However, due to an error by one of their employees, they were unaware that the heater was still physically installed in my basement. They only discovered this after I filed the claim and provided a photo of the sticker and the serial number (SN). Following that, they arranged for the account to be reinstated their system. They also instructed the Debt Collection Agency to cease operations and stop affecting my credit profile. Up to this point, everything was handled appropriately. However, a month later, I received a bill for $299 for several months of rental fees, even though no service was provided during that time and the account had already been terminated from their side. I would also like to point out that the charges are for an 18-year-old water heater, which should be considered an ‘Exempt Agreement’ under the Competition Tribunal *********** Consent Agreement. Reliance provided no service during the billing period. When I contacted them, they initially claimed to have no record of the account—until I filed the BBB complaint and sent them the equipment label. I am requesting a full waiver of the past rental charges. Additionally, I am being charged a termination fee of $150 and another $100, despite the fact that I personally returned the water heater to their location. These charges are unreasonable given the circumstances. I respectfully request that all unjustified charges be removed and my account be corrected accordingly.

  Business Response

  Date: 08/04/2025

  We appreciate your communication regarding your account. Our records indicate that the rental water heater was removed from your property in August 2024. Consequently, the charges incurred up to that date are valid. We kindly request that you remit payment at your earliest convenience.

  Customer Answer

  Date: 08/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am fine with the charges till Aug 2024 and have paid those , however I was charged after that date till March 2025. I am asking for the charges for after Aug 2024 to be dropped. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 14/04/2025

  We are writing to address the ongoing billing dispute. The current balance is showing as $622.19. In an effort to resolve this matter amicably and as an extreme goodwill gesture, we are willing to reduce the balance to $400.00 as a final settlement. This is our best and final offer for resolution.

  Customer Answer

  Date: 16/04/2025

  
  
  Complaint: ********
  
  
  
  Please send the FINAL bill for $400. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 17/04/2025

  A new invoice cannot be issued as the account is closed due to non-payment.  The balance has been adjusted however to reflect that $400.00 is the balance owed.

• Initial Complaint

  Date:22/01/2025

  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 am writing to give your agency a condition affecting all Canadians with a Reliance contract. I have been in dispute with Reliance since 2017 when I purchased a house where the previous owner had installed a service contract furnace and Air Conditioner in 2015. Reliance is deliberately targeting lower-income Canadians using vague deceptive language in their marketing and not aligning the terms of the contracts to the reality of the payments and “buyout”
  
  Reliance forces people into signing transfer contracts by registering an interest on the house title. Reliance will not permit the close of the house sale if I new owners do not sign the previous Owner’s term sheet.
  
  Reliance overcharges for a furnace and AC units in July 2015 a whopping $10,440.00 on a 64-month contract that had a residual value for the equipment of $3,860 in July of 2020. Reliance contract states that the depreciation is calculated on a straight-line depreciation in accordance with Canadian accounting principles. This straight line depreciation value is false as they curve the value to their benefit and force long-term payments as a rental contract.
  
  I would request that this be made public, and inform Canadians that Reliance is taking advantage of them in difficult times, there are many stories like this on social forums. In addition to your agency. The fact is REliance does not follow its own contract and works to be deceptive in public dealings.

  Business Response

  Date: 27/01/2025

  Thank you for sharing your concerns with us; we truly appreciate your feedback. When a home with rental HVAC equipment is sold, the buyer has the option to either continue with the rental agreement or not. You are not required to take over the rental if you don't wish to.

  We understand your concerns, but I want to assure you that our intention is never to target low-income families. Our goal is to provide the best possible service to all of our customers.
  Regarding the buyout, the unit depreciates at 6.7% per year, and the equipment has a life expectancy of 15 years. The buyout price is based on the fair market value, as determined by Reliance Home Comfort, and is calculated using a straight-line depreciation method (6.66% per year). The market value reflects the retail price of the equipment, warranty, installation costs (including labor, materials, and consumables), and the overall value of the system.

  The buyout quote you received was $2630 plus tax, but we’ve offered you a discount, reducing the price to $957.00 plus tax.

  Thanks Nicole

  Customer Answer

  Date: 30/01/2025

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

  1. The calculations and clear documentation in the contract
  are not aligned. Reliance refers to Straight line depreciation" in the
  contract. The demonstrated calculations are not straight line.

  2. The ******** diagram shows straight line depreciation as
  a clear straight line. The previous calculations and quoted costs from reliance
  do not show straight line depreciation.

  3. Reliance does not provide any reference to the declining
  the rental in the assignment section and only deals with the new home purchaser
  agreeing in writing or by conduct to rent the on our current terms and
  conditions. This is not an optional agreement. It demands compliance

  4. The option presented to buy the unit is still requiring
  compliance to the initial contract as the rental term was not completed. Reliance
  refused to remove the furnace and I was presented with the demand to assume the
  contract rental.

  5. Reliance does not disclose any information on the depreciation
  of the equipment other than the equipment is calculated on a straight line
  method with the residual value after 5 years. Based on that calculation the
  equipment in question had zero value about mid 2020.

  6. Reliance is behaving in a calculated deceptive way that
  is questionable at best on ethics, quoted account principles and absolutely targeting
  the economic middle to lower class.
  
  If Reliance feels they are being disrespected and the math
  is justified please provide the Excel calculations for the device showing the
  straight line depreciation.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 14/02/2025

  Thank you for your response.

  When a seller is selling their home and presents the package to a purchaser, the purchaser has the right to accept or decline the rentals on-site. This decision is between the seller and the purchaser, and we do not advise you must take on the rentals. This matter is discussed as part of the home sale.

  The fair market value of the equipment is based on the retail selling price of the package, which includes the cost of the equipment, warranty, installation costs (such as labor, materials, and consumables like sheet metal), and other associated expenses.

  We offered you a discount on the buyout, which we believe is a fair and reasonable offer.
  The buyout remains valid.

  ~Nicole 

• Initial Complaint

  Date:21/01/2025

  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.

  Former hot water tank sprung small leak at bottom so I called Reliance to get a quote for replacement. I was told $25/month for first year after which I could buy it out. They wouldn’t give a price to buy and install. Call was recorded sep 13 2024. My first bill was $25.36 as expected. Second bill jumped to $40.91. I never signed for this higher amount. Company was very **** and when I try to escalate to a manager they are not responding. ******** ******* *** *** ******* Please review taped call for amount I was told.

  Business Response

  Date: 29/01/2025

  Thank you for reaching out, and I apologize for any confusion. I’ve reviewed your account, and it appears that you were offered two months of free rental, after which the regular rental price would apply.

  If you no longer wish to continue renting the water heater, you have the following options:

  1. Buyout Option: You can purchase the water heater for $2,145.00.
  2. Return Option: We can drop off the unit at no cost to you.
  3. Disconnection Option: If you’d prefer to have the water heater drained and disconnected, there will be a charge of $125.00 for the draining and disconnection service, and an additional $65.00 for pickup.
  4. Other Fees: There is also a $160.00 installation recovery fee, as well as a $40.00 account closure and tank inspection fee.

  Please let us know which option works best for you, and we’ll be happy to assist further.

  ~Nicole 

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company did not review my file very thoroughly as they state I was given 'two free months' of rental. That is not true. I paid $25.36 which is what I was quoted I would pay in the telephone recording with your sales person. The first two bills reflected this amount. Then all of a sudden my price jumped to $41.48, contrary to what I was promised in your sales pitch. 

  I have no information from this company on the potential buyout after one year which the sales guy talked about. Can I have this information please? Sales person said it is best to wait on year and buy out but again, I have no information to go by, no one returns my emails or calls and the door was locked when i attempted to go to discuss in person.

  "If" i decide to return the unit, there absolutely should be zero charges because your terrible customer service, dishonest pricing and lack of detail in your contract paperwork on buyouts has put me in this situation.

  Looking forward to additional information please.

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

  Business Response

  Date: 14/02/2025

  Thank you for your response.

  I can confidently say we have thoroughly looked into the account and everything is correct, I apologize if there was any miscommunication. 

  We have made attempts to contact the customer, she can call me at ************ directly if she has any questions. 

  If you wish to no longer rent the buyout would be $2145.00 plus tax.

  Thanks Nicole

  Customer Answer

  Date: 16/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have ******** the billing history which supports my statement that your sales rep quoted me $25.36/month. The second billing you increased it to $41.48/month and no it is increased to $43.02. I was quoted $25/month for a lease.

  I would like a copy of the contract which was never provided that shows where these increases are permitted.

  I would like to see a schedule of buyout as previously requested. If a client buys out at one year what is the buyout amount, after two years and so on? 

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

  Business Response

  Date: 25/02/2025

  Thank you for your response. 

  As previously explained the bills are correct, I do not see or have any indication regarding the rental fee for $25.00. I have ******** your bills for you, you paid $36.61 than the annual increase it went up to $38.07 plus taxes, you will also see the discount. Your billing is correct and there is nothing further to investigate.

  Thanks Nicole 

  Business Response

  Date: 02/03/2025

  We do not have a schedule for the buyouts.

  The buyout prices for Reliance’s equipment are calculated in accordance with the terms of our contract. 

  Reliance’s Terms and Conditions provides for the calculation to be:

  equal to the depreciated fair market retail value of the water heater as at the date you buy the water
  heater (as determined by us on a straight-line basis in accordance with Canadian generally accepted
  accounting principles and assuming, for the purpose of such determination, that the water heater is
  valued on an installed basis without regard to the cost of removal and has been maintained as required by
  this agreement) plus all other amounts owing under this agreement.

  Thanks, Nicole

  Customer Answer

  Date: 05/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: per my last correspondence; 

  a) I have ******** the billing history which supports my statement that your sales rep quoted me $25.36/month. The second billing you increased it to $41.48/month and now it is increased to $43.02 when I was quoted $25/month for a lease.

  - I would like a copy of the contract where it says you can randomly increase my lease costs and provide an explanation how, for three months in row, my price has increased.

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

  Business Response

  Date: 16/03/2025

  Thank you for your response, 

  I have previously explained the statements and the billing breakdown. the amount that is billing is correct, if you have this in writing please attach it,  we will not be changing the monthly fee.

  Thanks Nicole 

  Customer Answer

  Date: 18/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: once again absolutely NO information has been provided by the Business. I would ask the BBB to undertake a more indepth review of this back and forth. The company responded they would not be changing the monthly amount but you can see by the evidence that they have changed it three times in the past three months and I have no idea what they think the Monthly amount should be and no proof of that via a contract document.

  My previous ask:

  I am rejecting this response because: I have ******** the billing history which supports my statement that your sales rep quoted me $25.36/month. The second billing you increased it to $41.48/month and no it is increased to $43.02. I was quoted $25/month for a lease.
  I would like a copy of the contract which was never provided that shows where these increases are permitted.
  I would like to see a schedule of buyout as previously requested. If a client buys out at one year what is the buyout amount, after two years and so on? 

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

  Business Response

  Date: 25/03/2025

  Thank you for responding. 

  I have explained everything in regards to the rental fee. You state this is what your were advised if this is the case it would be in writing, please provide this.

  The bill was explained, the charges were explained, our position remains the same.

  ~Nicole 

  Business Response

  Date: 26/03/2025

  The amount had a yearly increase in the new year 2025, she went from $36.61 then with the increase to $38.07 plus taxes 

  The first 2 bills were no charge and the $36.61 was reversed as a promotion which started in the middle of a billing cycle, So the system applied a $14.17 discount towards the 3rd bill, to ensure she received the full credits. She sees her November bill at $22.44 as the$14.17 was discounted off that month, her bill would have been $36.61 than taxes. The tank was never billing at $25.00

  Please see my note from February 25 *** *** ***********.

  She is billing correctly.
  ~Nicole 

  Customer Answer

  Date: 26/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I originally asked you to review the phone recording where the company representative told me $25/month lease. No one has done that. This is fraud. You bring a customer in thinking they are getting $25/month. Had the company representative been honest, I would have shopped around!!!

  Please show me the article/clause in the lease where you can add any annual increment you wish.

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

  Business Response

  Date: 03/04/2025

  Thank you for your response please see page 2 of your November 4 bill in regards to the increase. I have ******** it for you. 

  Thanks Nicole 

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You did not answer my question. I am aware you 'announced' you were increasing the price I was guaranteed (which clearly wasn't a guarantee at all) but what I previously asked for and have not received is this piece 'IN ACCORDANCE WITH THE TERMS AND CONDITIONS OF YOUR WATER HEATER RENTAL'.  Since I never received the contract, I would like you to show me where it says you can arbitrarily increase the price whenever you choose.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 08/04/2025

  Good Afternoon,

  Everything has been explained, the charge for the rental is correct.

  Thanks Nicole

• Initial Complaint

  Date:21/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i phoned Home Reliance when I was overcharged. I spoke with an agent who then transferred me to another agent. I explained I received a phone call re additional coverage and it would be emailed to me. If I did not want it I was able to cancel it. I never received and email. I was charged for this. I phoned Home Reliance. I spoke with 1 agent and was transferred to another agent. The second agent spoke with her manager and the matter was resolved. It was not resolved. I waited for a new balance but never received one. I received a phone call as well as an email informing me my account was overdue. I spoke with the first agent and then was transferred to a second agent. I explained everything once again. This call took nearly 1 hr. as I was put on hold twice. The agent came back and told me I owed $122.97 I paid the $122.97. I have received a phone call and an email telling me my I am overdue in my payments. I have researched how to contact them , but to go through what I have already been doing which has been unsuccessful. I did a little bit more research re putting in a complaint. The email goes to India. ****@***.com I have not heard back. I would like this resolved as I am tired of phone calls and emails harassing me to pay when I have.

  Business Response

  Date: 22/01/2025

  Thank you for bringing the customers concerns to our attention.  We apologize for the delay in making the billing adjustments.  I am confirming the termination charge has been removed and the balance is clear.  Please note when viewing your account using my reliance, it is not a live system and will not show the adjusted balance until the next invoice generates.  The customer is welcome to reach out to me should they have any further concerns to ********@***************.com- Gemma

  Customer Answer

  Date: 22/01/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:21/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called reliance in March of 2017 to purchase a hot water tank, furnace and a/c unit. The sales person did not tell me this was a rental and only paying for maintenance and did not explain the contract. We were under the impression this was a rent to own contract. We have paid over $15000 and our contract was up March 2023. They wanted us to pay $13000 to purchase the used equipment. We left it on a month to month in order to research what we could do. We are now trying to sell our home and they want us to buy out at 7200 for everything. If we don’t pay this, they are trying to force us to pay $2100 to remove the items from our property. This is not right as our contract is up and has been up for a year. They will not allow us to disconnect the equipment and return it by getting another plumber. I got a quote for a new set of all equipment from a local plumber and the same items cost $9000. Where does reliance get the right to try and charge $28000 for the items total. Not to mention the rental maintenance agreement we should have had service every year and they came 3 times in 8 years. Does this not void the contract as well when the company does not hold up their end. We have offered to pay $3500 for everything for them to take the Lein off our house and they will not accept. We believe this company is taking advantage of people not giving all the information before set up account and not providing the service they promised.
  
  We would like a resolution

  Business Response

  Date: 22/01/2025

  Hello, thank you for bringing this to our attention. The customer has
  been advised of the following buyout options:

  HVAC System: $6,100 +
  taxes OR $700 per equipment for removal (total: $1,400 + taxes).
  Water Heater: $1,073 +
  taxes.

  All the customer’s concerns are addressed in their signed contract. I’ve
  highlighted the following key sections for reference:
  Page 1: Above the
  signature line, it clearly states, “I am renting the Equipment (not
  rent-to-own).”
  Section 6
  (Customer Obligation): This section specifies that we
  are not responsible for service if access is denied or unavailable.
  Section 9
  (Termination): Upon termination of the agreement, the customer is required to
  pay:
  (a) All
  amounts owing under the agreement.
  (b) Our
  standard removal charges (currently $165 for water heaters and $700 for
  each item of equipment other than water heaters).

  Additionally, the customer was responsible for calling in to schedule
  yearly maintenance. - Karen

  Customer Answer

  Date: 22/01/2025

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

  Reliance verbally misrepresented themselves when presenting the offer to our persons stating this was a rent to own, not a rental. Your employee acted in their and your companies interest to get the sale and was not clear and truthful about this. Your contract was signed in good faith that your employee was honest. 
  

  also, the value you have placed on the equipment is not a accurate representation of what 8 year old equipment would be worth. For the same equipment brand new I have received a quote for  $9000 - I do not believe that your equipment is worth as much as you are claiming and are gouging customer while not giving them favourable alternative options.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 27/01/2025

  The contract clearly states, "I am renting the equipment (not rent-to-own)," and this was also signed by the customer. Unfortunately, anything stated verbally is inadmissible. The removal and buyout options have already been communicated to the customer. - Karen

• Initial Complaint

  Date:21/01/2025

  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 purchased our home a year ago, we had a real estate agent and lawyer. We were never told who the water heater rental was through or even if it was still rented. The previous owner, a year later, decides to finally let them know that he had moved. We received a first bill for $353.51, for a 16 year old water heater we could have bought out a year ago for less (they confirmed this).
  
  According to the terms and conditions on your site:
  
  (i) the purchaser is notified in the agreement of purchase and
  sale that the water heater is rented and you have provided the purchaser with a copy of this agreement, (ii) you have notified us in advance of
  the purchaser’s name, current contact information, including but not limited to, current phone number, email address, and mailing address, and
  the intended date of sale, (iii) the purchaser agrees in writing or by conduct to rent the water heater in accordance with this agreement and (iv)
  you have paid us all other amounts owing under this agreement. You authorize us to respond to information requests relating to your account
  made by or on behalf of the purchaser."
  
  These were all broken by the previous owner. We never received a contract, our information wasn't sent until recently. According to this he broke the contract and we should not be responsible for this years worth of charges, they should have made him liable for that. We did call in twice, once they refused to speak with me since only my husbands name was given, the second time we had to ask the same question multiple times to find out what was going on and they refused to take responsibility. What should have happened was a letter should have been sent to the house address instead of continuing to obviously be sent to the former owners address (this was a rental property) who must not have paid the bill for a year. We have paid the bill but we're not impressed and feel they or the former owner should have some accountability.

  Business Response

  Date: 21/01/2025

  Hello, 

  Thank you for bringing this to our attention.  Reliance is not a part of the home sale process and is only going to be aware of a change when advised by the homeowners involved, or their respective agents.  Once the information was provided to Reliance, the accounts were updated accordingly.  This is a dispute between the 2 homeowners.  As of January 20th, the Customer Resolution Team has provided the customer with a credit for the inconvenience, and the balance appears to have been paid for the rental program at this time.  Reliance considers this resolved.

  Customer Answer

  Date: 22/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We do not see a credit on the account and were not told how much or to what point. I believe the company did not actually address or review this complaint, our bill, account or their own contract. We were not the home owner that signed the contract and were not given any contract information, as per their contract. Reliance has not shown us a copy of the contract with our names, or any signed paperwork from us as well as any of the previous bills they required us to pay.

  Until the home owner contacted Reliance we would not have been able to deal with this account, since our names were not on the account, the sellers name was. This was stated by their own agents when we called in regarding this first bill Jan 16th. Reliance claims the previous owner did not call until this December 2024, this call was recorded and made Jan. 16th 2025. As per the Reliance contract that had to be done and was not. We did not receive any bills up until that point to our address and they are most likely not in our name. This first bill which I have ******** has an assumption date of October 4th 2024, yet they are billing us for a full year. Since our names were not on the account as required by the previous owner in the Reliance contract, we would not have been able to call in to make any changes, ask any questions regarding the account or make any decisions on the account. We also would not have been able to use the repair or replacement service they are asking us to pay for. I know this for a fact as only my husbands name was on the account and they refused to speak with me Jan 15th when I first attempted to resolve this. We have not received copies of any of the previous bills they are asking we pay, or any signed contract or paperwork showing we agreed to this. Again the assumption date on the bill is October 4th 2024, we were not told why this date was on the bill. Also if you review the bill you will see the largest charge is for a move out, we did not move out the previous owner did.

  We have spoken to our lawyer which claims this is Reliance's mistake, as well and our realtor who claims she has never seen anything like this happen before.

  If you review the the Reliance BBB complaints you will see that they usually charge people in reverse. The seller ends up contacting them to mention they are still getting billed, after they have sold, and they still charged them and cite their own contract. How can this work both ways and how can we be sure these bills were not already paid by the seller?

  This is the Reliance contract again, which the seller broke:

  If you sell your premises, you will inform the purchaser that the water heater is rented pursuant to this agreement. You will be released from your obligations under this agreement, effective from the date of sale, so long as (i) the purchaser is notified in the agreement of purchase and sale that the water heater is rented and you have provided the purchaser with a copy of this agreement, (ii) you have notified us in advance of the purchaser’s name, current contact information, including but not limited to, current phone number, email address, and mailing address, and the intended date of sale, (iii) the purchaser agrees in writing or by conduct to rent the water heater in accordance with this agreement and (iv) you have paid us all other amounts owing under this agreement. You authorize us to respond to information requests relating to your account made by or on behalf of the purchaser.

  It also states:

  If you breach any term of this agreement, we may (i) terminate this agreement and require you to immediately pay us an amount equal to the then depreciated fair market retail value of the water heater, determined by us on a straight-line basis in accordance with Canadian generally accepted accounting principles (assuming, for the purposes of such determination, that the water heater is valued on an installed basis without regard to the cost of removal and has been maintained as required by this agreement), plus all other amounts owing under this agreement and (ii) enter the premises and remove the water heater.

  This is what should have happened, since the contract was breached. 

  We are requesting copies of the bills for the past year showing they were not paid showing the account was in our names as well as signed contract information or paperwork from us or our lawyers signed by us. This is legally required when asking someone to pay for something within a contract. 

  We have paid the bill since time was limited due to the ****** **** strike and we did not want to see the account go to collections. But we are hoping the BBB will review this companies history, they should not have an A+ rating. If this had been dealt with properly we would consider staying with Reliance, for years, and they would have have had a customer who paid more then they were owed. At the moment we are deciding how to proceed but most likely we will be dropping the water heater off and cancelling the rental agreement. We would expect at the very least to be credited up to the assumption date in October, although as per the contract it should be until December 2024 when the former owner took his name off the account and added ours as per the Reliance agent Jan 16th 2024. We will continue the rental agreement for now while we are deciding how to proceed. Thank you.

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

  Business Response

  Date: 27/01/2025

  Hello,
  
  As stated previously, this is a dispute between the two homeowners to resolve.  The customer will see the credit which was offered to them and applied on their next invoice.  As the invoice has been paid, the rental has been assumed by the new homeowner.

  The customer has been provided their options for continuing the rental, offered a replacement unit, and provided their buyout options should they wish to own the rental.  The customer is encouraged to continue working with the customer solutions team should they wish to proceed with replacement, acceptance of the offers they have provided, or terminating their rental with Reliance.

• Initial Complaint

  Date:15/01/2025

  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 tankless heater on * ******** *** ******** ******. I have no problem paying but I need this account to be styled even if they owe me a dollar on the tank. that was removed from my house 15 yrs ago until 2023.
  I have received an email from reliance today saying they are going to discontinue the service and report me to credit bureau.
  Kindly help me.
  Thank you.

  Business Response

  Date: 23/01/2025

  "Thank you for bringing this to our attention and providing the information. I apologize for any frustration this may have caused.

  I have reviewed the accounts in detail. It appears the customer was billed by both ******** and Reliance Home Comfort. Unfortunately, we were not notified of this until the customer reached out to us in December 2023.

  As per the statute of limitations, I will be applying a credit to the account for the past two years. The amount is calculated as $32.43 x 24 months = $778.32, plus tax, for a total of $879.50. This credit will be reflected on your next invoice."

  Thanks Nicole

  Customer Answer

  Date: 24/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like you to know Reliance  owe me 819.50x10= 8190

  How can paying me back 1/10 of what they ow me justified? 

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

  Business Response

  Date: 27/01/2025

  Thank you for your response, 

  You were charged by ******** $32.43 plus tax and the credit is 24 months, 2 years equaling $778.32 plus tax = $879.50. You were given 2 years back as per the statue of limitation's.

  Thanks Nicole 

• Initial Complaint

  Date:15/01/2025

  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.

  Reliance home comfort is saying I owe them money when I have never had an account with them. This all started back in 2020 and I have told them multiple times that I’ve never had an account with them so should not owe $290 to them. They would continue to say they would look into it and it was never resolved. Eventually the amount owing went to collections. They kept calling and never resolved the issue after I explained to several people that I’ve never had an account with them.

  Business Response

  Date: 15/01/2025

  Hello,
  
  Upon review of the account ending ****, there are notes to indicate the
  customer had called in to cancel the rental but the account was not yet in
  their name to do so and was advised to call back.  Reliance is not a part of the home sale process and these disputes would be between the two homeowners to resolve.
  
  Repeated calls afterwards do seem to indicate that Reliance
  was attempting to contact the customer about the balance owing, and to send in
  the purchase and sale agreement to prove their claim that the water heater was
  not listed.  If the customer can provide the
  purchase agreement (specifically the buyer/seller name, address, and section 6.
  Rental Items) confirming no water heater was listed, we can proceed with actioning
  the account accordingly.
  
  However, if the tank is listed and was not returned to Reliance, the charges are
  considered valid.

  Thank you

  Customer Answer

  Date: 16/01/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:14/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a house on August 29, 2024. In the basement was a water heater that belonged to Reliance Home Comfort. I called Reliance, and initially expressed interest in renting the water heater and enrolling in their heating protection plan. However, after talking to neighbours and reading reviews on the internet, I decided that I don't want to do business with Reliance. I promptly bought my own water heater from a different company called ***** *******. On Sept 19, 2024, technicians from ***** ******* removed Reliance's water heater from my house, and returned it to Reliance. I called Reliance and informed them about my decision.
  
  Reliance sent me multiple bills that make no sense. These include water heater rental charges up to September 30th, account setup fees, and heating protection plan fees up to December 24th. I called Reliance multiple times to try to resolve this, without success. I never agreed to Reliance's terms and conditions. I just had posession of an old water heater that belongs to Reliance between Aug29 and Sep19. I never received any other goods or services from Reliance, and I never signed a contract with Reliance. Also, I never formally agreed to anything in my phone conversations with Reliance. However, Reliance's representative insisted that I need to pay some kind of "early termination fee" in order to stop receiving bills.
  
  A few days ago I was contacted by a collection agency claiming that I have unpaid bills from Reliance. Please help me resolve this. Thank you.

  Business Response

  Date: 16/01/2025

  Thank you for bringing this to our attention.

  I sincerely apologize for any frustration this may have caused. I have gone ahead and removed the plan at no charge, and the account will be closed. Regarding the rental water heater, there was a balance on the account, but I have also removed this for you. I hope this helps resolve the matter.

  
  Thank you for your understanding.
  Best regards,
  Nicole

  
  

  Customer Answer

  Date: 16/01/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:14/01/2025

  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.

  There was an unauthorized Protection plan sign up on our acct and after several frustrating calls the matter is unresolved- please advise a means of escalation.
  
  Better Business Beareau complaint filed!

  Business Response

  Date: 16/01/2025

  Thank you for bringing the customers concerns to our attention.  The customer has been in touch with Reliance and the protection plan has been cancelled as it was a month to month plan.  The customer used the service several times under the plan and we confirmed the dates service was requested and rendered - Gemma