Reviews
This profile includes reviews for Reliance Home Comfort's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 735 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromKarine R
Date: 10/02/2023
1 starWhen we signed up with Reliance, we were never told the price would change over the life of the contract, yet it appears to be changing monthly now.Review fromAllison M
Date: 10/02/2023
1 starAllison M
Date: 10/02/2023
we had a new furnace installed Dec. 2021 and the sales guy Tom S. told us we qualified for a $750 rebate from *******… to date that is a 24 months later we still have not received our rebate, tried calling reliance directly but off course no one was able to assist. Customer Service representatives had no clue, would just transfer us to another department where we would wait in hold and be told they either couldn’t assist us or someone would call us back. our sales rep Yom also just continue. to give us the run around. Agree with other posts these salespeople just want to close business and move on … this company could care less about their customer. ** ****** ** ******** **** *** ******** *** *** *** ** ******** ******** **** **** **** ********Reliance Home Comfort
Date: 25/05/2023
Hi *******, thank you for your feedback. I have just received your review from the BBB, please understand we do not receive them in real time. If you require assistance with the rebate or your services please email me at ********@***************.com - GemmaReview fromMatthew b
Date: 09/02/2023
1 starMatthew b
Date: 09/02/2023
How is this business allowed to continue. People unknowingly get stuck in decades long contracts were we pay 10x the cost of the equipment. ******** ** * ****Reliance Home Comfort
Date: 25/05/2023
Hi *******,
I do apologize for the frustration, if you need any assistance please email me and I will be happy to help. ~Nicole
********@***************.com
Review fromMostafa A
Date: 07/02/2023
1 starReliance advertise for emergency service. I had a water pipe frozen and burst. My basement was flooded and I shut off the main water to the house. I called them at around noon and asked for a plumber to come to deal with the emergency. The person on the phone told me that a plumber will be at our house between 4:00 and 8:00 pm. Nobody showed up. I called after 8;00 and they first told me that they could only do it tomorrow and when I complained that this is an emergency the person called me back and said somebody will come before 11:00 pm. Then an hour later they called me and said they could not do it until tomorrow.. in the mean time I lost the chance to get another plumber to deal with my emergency. This is the worst customer service I have ever seen. If a company cannot handle emergency situations it should not advertise for it. I sill never do business with Reliance Home Comfort again.Review fromDave B
Date: 05/02/2023
1 starDave B
Date: 05/02/2023
**** **** **** ***** ***** ******* They will ***, charge you extra, not install what you've paid for and then when you ask to be refunded for what you paid for they say they don't have to because they cant find proof of a payment and they'll want you to prove it, even though it was clearly stated on the legally binding contract.
My story is simple, had a house visit (May 2022) and they saw we had a finished basement. The estimate took that into consideration and we signed the contract. The catch here is that salesman, who continuously gave us the run around, gave us a discount but listed it as a down payment. After talking to some other of their customers, it appears this is one of the main ways they take advantage of customers as when you make a claim they can say their records don't show the payment made so they don't need to provide a refund.
Extra costs you can look forward to include, running electricity to the AC unit and patching any holes that make in the drywall. Yes, even tough the contract clearly states repairs will be made, what they do is stick a piece of plastic over the hole and call it done.
So we have paid for the installation of equipment they didn't install. We have to pay to have the holes they left in our finished ceiling patched. We had to pay for running power to the AC unit, even though that was included in contract. All in all the cost was increased by an extra 10% beyond what the contract stated and so far they refuse to cover any cost or provide a refund for the uninstalled equipment.Reliance Home Comfort
Date: 24/05/2023
Thank you for your feedback. Please email me with your full address or reliance account number to ********@***************.com and I will be happy to review your concerns- GemmaReview fromAlan H
Date: 02/02/2023
1 starAlan H
Date: 02/02/2023
*** *** ****** ***** ******* ** *** ***** ********* **** ** ***** ** ******** **** ******* ** ******* **** My experience boils down to (2) main issues - deception by “omission” at the point of sale and not living up to its promise of a professional HVAC installation.
On the latter, the sales rep didn’t tell us that a buyout was required to get out of “rent” payments after 7 years. Our concern was rent forever. He said, don’t worry, that’s not the case. Didn’t mention it’ll cost me a $1000. Took him at face value, my bad.
On the former, the cabinet was damaged during installation and the fan warbles causing the unit to vibrate. Reliance told me that’s normal when the unit’s mounted horizontally. I called the manufacturer afterwards. The tech I spoke with said NO WAY, a brand new furnace should run silky smooth. No vibration, period. That’s a wear and tear issue if it’s the motor. (There’s no dispute about the warble. A Reliance tech filmed it).
Reliance refused to fix it. If I buy it out later, it’ll have had years of unnecessary wear - if it makes it that far.
Reliance offered a solution that has so far proved unttenable. It relies in part on taking theirs back and me securing a furnace from another contractor and swapping out in the middle of a northern Ontario winter, and charging me a $1000 to do it, less rental. Mysteriously, the first two contractors I contacted - told them what was going on with Reliance - decided not to provide us with a quote after initially indicating they would. No explanations were provided. There’s only a handful of contractors in Thunder Bay. According to Facebook, at least one other has had the same experience with a third contractor. Seems like an offer I can’t accept, though I’d have done so in the spring when I could go without heat for a few days, and assuming there’s a contractor in Tbay willing to quote.
Reliance head office will not consider other options which I believe would serve both of us better.
***** *******Reliance Home Comfort
Date: 18/05/2023
Very sorry to hear about this experience. I
apologize for the delay with our response, as we do not receive these Better
Business Bureau reviews in real-time.
If
you have any outstanding concerns, please call us at ###-###-####.Thank you,
Jessica
Review fromTammy P.
Date: 01/02/2023
1 starWATCH OUT FOR THIS ONE I have had the worst experience ever. When one signs on to use a company, one trusts that the company is on the level.
It has just been brought to my attention that I have been getting charged for a cooling maintenance plan and a furnace maintenance plan that I did not sign up for. I do not use my furnace(gas furnaces make me nervous) and we have lived here 23 years. I am not being told by Reliance that I signed up for these plans, effectively implying that I was too stupid to realize what I was signing.
I am not happy with the service I received in trying to deal with this because I was treated as though I was a silly girl who knew nothing and then I was told that the cooling plan they were charging me for they didn't really know that much about and couldn't help with because it had been handed over to them from ******* (yes I am dealing with them right now as well, at least they seem a bit more open to removing the excessive over charges) and they have no control over it.
I DO NOT use my furnace and HAVE NEVER had an air conditioner yet this company seem perfectly happy to just leave the bogus charges where they are and let me struggle with this.
If I could NOT ever use Reliance again I would choose that route because I do not feel like this company operates on the up and up. ***** *** *** **** ***Review frombill m
Date: 31/01/2023
1 starbill m
Date: 31/01/2023
* **** * ***** ** ** ***** * reliance has been billing the estate of a person who has passed over 11 yrs ago. the estate is essentially the daughter of the deceased who is cognitively delayed. The house was vacated over 11 years ago - had a fire and burned down a few years later . it was then torn down as an unsafe structure - water has been shut of years ago. of course reliance is still sending bills despite being advised and also sending an agent out to take pictures of the vacant land. so you can have no water or water heater , no house , no living person and advise them of all of this - they see it and still continue to send bills!!!!! zero class with this company!!!Reliance Home Comfort
Date: 16/05/2023
Very sorry to hear about this. I apologize for our delayed response as we do not receive the review notifications in real time from the Better Business Bureau.
Please email me with the account details and I can assist further. ******@***************.com
Thank you, Jessica
Review fromL. S.
Date: 31/01/2023
1 starL. S.
Date: 31/01/2023
The absolute worst company to deal with! When I first agreed to a new furnace and water tank I was told by the salesman that it is a rent to own. Upon selling my house I asked to close the account, a while later I was still being charged so I inquired and they told me my buyout did not cover all equipment. I was quoted almost $800 for my water heater. At the time I was not working so I chose not to buy out and kept paying monthly fees. As life gets crazy I totally forgot about it. Phoned today, 3 1/2 years later and I was told it’s $646 plus taxes to buy out. When I asked where my payment every month was going I was told it was a service charge and nothing goes towards the product. *** ******* ** * ***** *** *** *** * **** ********** **** **** ****** **** * **** **** ***** **** **** **** *********Reliance Home Comfort
Date: 17/05/2023
Hello ****, I am sorry to hear
that you have had a troubling experience. If you would please email your
account details, and a further description of your situation, I would be happy
to help. Thank you, Karen – *******@***************.comL. S.
Date: 02/08/2023
The responded and asked me to email the details, I actually thought I would have a resolution. I emailed the company on May 28 and it is now Aug 2, they have not reached out whatsoever. Again they have shown how bad their service is, I’m disgusted!Review fromAshley D
Date: 30/01/2023
1 starAshley D
Date: 30/01/2023
When we purchased our home in 2021 we purchased a service/parts plan with reliance as the furnace is old. Last week the furnace stopped working and thus it being winter we were quick to call reliance who came quickly told us our furnace was officially dead and we had a cracked heat exchange and they "locked out the furnace" we got some new quotes after and were having a new one installed next day. A neighbour in the industry was told about our issue and asked to come take a look, turns out our heat exchange was perfectly fine and our blower was ceased and you can not do the tests that the reliance tech had claimed to have done! 1 hour later and $300 our furnace is back up and running by a licensed tech. He provided the print outs from the machine he used to test the furnace (reliance never did) we contacted reliance they told my husband he was lying! Another manager did contact me and we found a resolution and I have canceled my service plan with them. Most people would not have the opportunity to have a second opinion. They are taking advantage of people and I will never do business with reliance again!Reliance Home Comfort
Date: 17/05/2023
Hi ******, I have received your review through the BBB website. Thank you for your feedback if you would like to discuss further please email me at ********@***************.com - Gemma
Reliance Home Comfort is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.