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
1.26/5 stars
Average of 735 Customer Reviews
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Review fromJennifer H
Date: 27/09/2022
1 starJennifer H
Date: 27/09/2022
To whom it may concern:
We have been clients of Reliance for 17 yrs. We have never missed a payment and in those 17 yrs had our water heater replaced once. We have stay with our rental agreement, instead of buying our own, for the security of knowing that if it needs replacing it can be done. That being said over the past 17 years we have more than paid for our water heater 3 time over.
We are moving and the new owners don't want to take over the rental agreement. I called to find out my options for ending and possibly removing the water heater and was stunned by my options. As a long time and faithful client, I had hoped for better treatment. My first option was to have you remove it for a whopping $125.00. The next option was to buy it out at $100.00 and the equipment was mine, knowing that I was moving and would be leaving it behind. Once again, I will point out that we have been with you for 17 yrs and have paid for this water heater 3 fold. My next option was even more insulting. I could disconnect and drain the unit and have you come and pick it up for $65.00. I would like to point out that the water heater is gas and therefore ILLEGAL for me to disconnect on my own. I would have to bring in a plumber to do the job. The fourth option and just as illegal, is to once again disconnect the unit/ drain it and then bring it to a Reliance yard for no cost. I guess Reliance figures that people don't work and therefore can easily get to their yards at the ridiculous times of Mon-Fri 930 to 3pm.
With this sort of treatment and bully like options it shows what type of company Reliance is. They don't care about their long time customers. I guess if you leave them, they might as well get every last penny out of you.
Thank you
Jennifer H.Reliance Home Comfort
Date: 16/11/2022
Thank you for brining this to our attention and I do apologize for any frustration, Please email ne the address and information and I can look into this for you. Thanks Nicole
********@***************.comReview frombarry m
Date: 27/09/2022
1 starbarry m
Date: 27/09/2022
I replaced my high velocity A/C unit 4 years ago from reliance at a cost of $10,000 this turned out to be a nightmare First The new unit that was installed by contractors did not operate right they said it was a flow switch problem this was replaced not once but twice by the contractors this did not solve the problem in the end a reliance tech call jason showed up and spent about 6 hours working on the unit and got it to run it was not the flow switch. Over the next few years, I have had nothing but problems with unit when the reliance tech would show up they did not want to get into the attic so a contractor was called this was really frustrating and stressful for me as reliance had sold me a unit that there techs could not service it.
After phone call after phone call and several contractors’ techs and engineers out I was told that the unit was for a 1500sf house my house is 3800 sf so it would never have worked properly so reliance decided to install two ********** heads on the Maine floor and use the air handler for the upper floor (split the system) at no cost to me that was last year. I have continued to have problems with the air handler running all the time and not cooling taken 12hours to drop 1 degree. On August the 15th the unit stopped working so I call for service the reliance tech called and I told him it was a high velocity system and the air handler was in the attic he said reliance techs don’t do attics and a contractor had to be called on the 17th august the contractor showed up check the unit out and informed us the blower motor was burned out and they would order a new blower motor and it should be here in a few days well 6 weeks later no blower motor. I have called reliance several times over the past 6 weeks and guess what not one retuned call. They say the something all the time from the call center someone will call you in the next 48hours it dose not happen this is the worse customer service I have ever seen no one gets back to youReliance Home Comfort
Date: 17/11/2022
Hi Barry, I have received your review left with the BBB in September. Please email me at ********@***************.com and I will be happy to review your experience and concerns- GemmaReview fromMiriam M
Date: 26/09/2022
1 starMiriam M
Date: 26/09/2022
I found out in March 2022 that I've been paying rental on water heater that I already own. Reliance service tech on call advised me of this. Been trying to get my reimbursement ever since calling continually, just to keep being told investigation on going, then someone will email, someone will call you. Even though I kept notes giving confirmation number of each convo. Finally in Sept 12 2022 came to find out not even registered at my address someone else's name which..happens to be my neighbour 4 houses down. Finally today. Tech comes to check serial number on tank. Work order had my neighbour's name on it. ?? came to find out I've owned this tank for 13yrs.. They had a different serial number. Now waiting to see how long it will take for Reliance home comfort to not only reimburse me for the money I've been paying but, this stress and head ache.. How frustrating.. I am beyond frustrated and stressed.Reliance Home Comfort
Date: 16/11/2022
Hi ******, I'm so sorry to hear of your experience. Please email me and I would be happy to help *******@***************.com - KarenReview fromRoss N
Date: 24/09/2022
1 starRoss N
Date: 24/09/2022
We have been a very good client with this company. We have purchased an air conditioner, furnace, hot water tank and have a protection plan. This being stated we have been a good client of this company. Almost 2 weeks ago our hot water heater, purchased from this company failed. Your company sent out a repair person. We were told a part needed to be order and it would be 1 to 3 days. Which was understandable. Now fast forward, almost 2 weeks. The part apparently was sent to a wrong address, that is not even the address of our house or on our agreement. We had to track down the house the part was dropped off at, and it took multiple efforts as those people were not home. After finding the part days later, on our own, we now discover the repair person left the drainage hose for our iron filter, out of the floor drain, having moved it while working on the water heater. A huge section of our basement is soaked with water. We called last night to report this emergency, and no return call as of yet. Now 2 weeks later our hot water is fixed due to my efforts to locate the lost part. My basement is water damaged. The companies response is they are sending this up to their legal department. It is due to their negligence that my basement has water damage. What a disaster.Reliance Home Comfort
Date: 15/11/2022
Hello,
Thank you for your review, please accept my apologies again that you had experienced this with Reliance.
I had followed up on your case as I was in contact with you in September, and the Operations Manager, Robin, was going to be following up with you directly.
Should you require further assistance please feel free to email me directly. ******@***************.com
Thank you,
Jessica
Review fromVishal A
Date: 21/09/2022
2 starsI had taken all protection plans from the Reliance Home Comfort. Recently during the maintenance of my Furnace the sub-contractor that came caused an incident at my house. I immediately reported the incident to the Reliance and they raised a ticket. Now it has been more that 2 months and I have called them thrice and I get a response every time saying that I will get a call back but I never do.
Currently I am requesting for an apology and a refund of money equivalent to the cost of Furnace Maintenance. The incident potentially could have caused long term issue with my furnace therefore I am currently not aware if there are any long term impacts to my Furnace.Review fromNate T
Date: 20/09/2022
1 starNate T
Date: 20/09/2022
I recently spoke with one of your customer representatives over the phone to see "how far we're along we are to paying off the furnace" and she mentioned how we were on a monthly rental program that did not lead to owning the furnace.
This is very concerning and upsetting because we thought we were paying off the furnace since the initial install date of December 2019. We were planning to buy out the furnace, we have the screenshots and buyout addendum as proof, but when we finally got in contact with a representative, we were told that our monthly payments were going directly to our furnace.
Which is why we decided to "pay it off monthly" instead of buying out immediately. We were told by the sales rep, as well as, someone over the phone that we could pay off the furnace through the rental program.
I am hoping that we can come to some sort of resolution to this because we've been paying nearly $100 a month for 3 years on what we thought would be going towards our $4400 furnace. To hear that we have not even scratched that amount and only paying for "just in case it needs to be serviced" was alarming. The total buy out amount was also $1600 more than the agreed upon $4400.Reliance Home Comfort
Date: 02/11/2022
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 – *******@***************.comReview fromRose-Lyne G
Date: 15/09/2022
1 starRose-Lyne G
Date: 15/09/2022
Worst company to deal with from the legal point of view. they take forever to provide discharges (in years!!!) and take up to over 10 written requests for a discharge statement. **** ************** *** ******** ***** ******* ** **** ****. **** **** ***** **** ****** **** ** ****** *** * ******** ** ****** ** ***** *** ******* ************* ** ***** ** ***** **** ********* * *** ** ****** *** **** ***** ** ******* *********. Thank you. ********* ********* Lawyer in Ottawa, OntarioReliance Home Comfort
Date: 27/10/2022
Very sorry to hear about this. I have emailed you directly to confirm if this has been resolved for you. Please feel free to email me if you have any further concerns.
Thank you,
Jessica
Review fromTanya janes
Date: 13/09/2022
1 starTanya janes
Date: 13/09/2022
I decided to get a ductless air conditioner back in late winter. It was suppose to be installed spring time. After numerous calls to our sales guy, most ignored, twice given a date for install and no show, then showing up one morning to do the job in the middle of July it was done. Terrible, horrible, has the neighbors talking abt how bad it looks. They have exposed tubing wrapped around 3 sides of my house in varies levels. Iv spoken to so many ppl fr reliance and nothing has been done. Today’s call I was told I ok’Ed the installer wrapping my house including my chimney in tubing. As I told the lady I would nvr have agreed to that seeing as my chimney is due to be fully taken down as there is chunks of brick falling fr it. It was suppose to go through my attic but the installer made it clear on his first visit he would not be going in my attic in the summer. Well he came the hottest day in the middle of July. Now I can’t get the chimney done, without someone removing the tubing for the air conditioning. I will be taking this to a lawyer if that’s what it takes to get this fixed or removed from my house.
Reliance has all of this on my file so please don’t bother sending me your automatic response asking for my account and email. You can look it up yourself and find a way to fix it or take it.
** *** *** ******** **** ************** ******** ** **** *** ** **** **** * ********** ********* *** **** ***** ***** *********. If I find a way to post pics I’ll surely be posting them as well for everyone to see reliance’s stamp of approvalReliance Home Comfort
Date: 18/10/2022
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 – *******@***************.comTanya janes
Date: 18/10/2022
As mentioned above, everything is in the open case file on your end. You have my full name so you can find my information easy enough on your end.
I have floated reliance's work pic to a few people who inquired about my air conditioner. They nicely decided to go elsewhere with their businessReview fromStephen P
Date: 12/09/2022
1 starStephen P
Date: 12/09/2022
In May, 2022, we purchased a furnace, hot water tank and A/C with Reliance. As part of an incentive to come to Reliance, instead of the other company we got a quote from, the salesman offered us a monthly rental price and 6 months free rental. When he sent me the contract, the price was higher and it indicated a 3 month free rental. When I wrote him back to correct this, he replied and said I was correct, and that he would fix both issues. Since then, we have been billed the correct rental, but only received the 3 month credit. I have it in an email, as well as on two pieces of paper from the salesman's own handwriting that we should get 6 months free. I have been on the phone with Reliance since July and keep getting promised they would look into it. I keep calling and they say someone will call me. No one does. I can't even find out who I can send my proof of the salesman's word. They say it will take two billing cycles to investigate. It has been two billing cycles now, and still no call. I wrote the salesman three times to fix it, and he has since "ghosted" us. He was quick to get back to us when we were buying, though.
To top that off, we received a $1200 ******** bill while on vacation in August, which shocked us. It turns out that Reliance and ******** were charging us for the hot water heater rental for months. Also, Reliance charged us a random $800 administration fee! We were able to get that resolved immediately, thanks to ********. However, Reliance still does not choose to honour the agreement of the 6 months free rental, even though we have proof of it being offered. Then, we get a call from Reliance, asking us to sign up even more money for a maintenance plan! Really?!Reliance Home Comfort
Date: 25/10/2022
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 – *******@***************.comReview fromSteve L
Date: 08/09/2022
1 starThe Hot Water Heater in our house was installed in 2007, but the rental cost had been low. However, in May 2022 our Reliance invoice increased by 15 times the previous amount, i.e. a 1,500 % increase. I called Reliance's Billing department. They told me that their system was down and to call back later. I kept calling, at least 8 or 9 times, over the coming weeks, but was always told that they had problems with their system and could not check my account. (In hindsight, I suspect that the Billings department was overrun with complaints because they had increased many other accounts as well. Apparently, someone had decided that it would be very profitable to increase the charges for all of the older appliances.) I finally called Customer Service and spoke to a very pleasant lady. Her solution was for me to set up payment on my credit card. I suspect that she knew that this was not going to satisfy any customer but had to read from a script. I was very frustrated after the chat with Customer Service, but a few hours later received a survey from Reliance asking me to evaluate my satisfaction. I completed the survey, including checking the box that I wanted a Reliance representative to call me. They never did. I decided to pay the amount that I had been paying from the start of the contract and hoped that someone from Reliance would eventually be able to clarify what was going on. When the next invoice arrived, the whole process started again. I called Billings to complain, got no satisfaction, and then called Customer Service. This time the offer was to give a 5% discount off the inflated bill, which I refused. I called Reliance again today and agreed to a buyout of the Hot Water Heater that is actually less than the total of the last two invoices. I refused to pay the increases and Reliance refused to remove them. I expect to submit another review to detail my experiences getting this resolved, or not!
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