Reliance Home Comfort

Don't believe in Reliance

My story
On Feb 10, 2017 (Friday), my furnace was broken and I contacted Reliance for repair. Eventually I met with C Lei, Home Advisor and considered to get a new furnace from Reliance. At first, I agreed to proceed with rental and I received an email from C Lei at 2:39 p.m. with the rental agreement. Reliance could only install a new furnace on Feb 11, 2017 (Saturday). On the same date (i.e. Feb 10, 2017 Friday) at 10:54 p.m, I sent an email to C Lei and notified him that I wanted to purchase the furnace instead of renting the furnace. He replied my email at 11:29 p.m. and he acknowledged my purchase request. At 11:59 p.m., he sent me another email that he would bring the purchase document.

On Feb 11, 2017 (Saturday) around 1:00 p.m., C Lei came to my home and he brought the buy-out addendum instead of a purchase/sales agreement. I asked him why he did not bring the purchase/sales agreement. He said that the buy-out addendum was serving the same principle. I asked him to add a sentence to state that I cancelled the rental agreement within 10 days cooling period and it was a purchase transaction. I requested the purchase transaction to be processed from my credit card. He used his work cell phone and completed the credit transaction. I confirmed that the amount had been withheld from the credit card and the transaction had not posted yet.

On Feb 20, 2017 (Monday), the withheld amount had returned to the credit card and no purchase transaction had completed. I checked with my credit card company and confirmed that the credit card company had accepted the transaction; however Reliance did not process or complete the transaction to get the money. I started wondering why Reliance did not complete the purchase transaction. Normally most companies would take the money as soon as the service had provided/completed or product was delivered.

On Feb 22, 2017 (Wednesday) at 10:24 p.m., I sent a complaint email to the Reliance Billing office at Oshawa and requested to resolve my concerns by completing the purchase transaction, cancel the rental agreement, close rental account, not registering Reliance's interest in the title against my property and waived the technician diagnosis fees as agreed by C Lei because I did not hear any response from Reliance and the purchase transaction had not completed for 11 days. At 11:25 p.m., I received an email from Reliance with subject line "Confirmation of Pre-Authorized Payment - (PAP) Sign-up". It stated that I had registered for Recurring Monthly Payments using the Bank Account or Credit Card provided. It provided an account number and order number. I did not register or sign up the PAP program. I did not know why I received this PAP email. I forwarded the email to C Lei and asked him what had happened.

On Feb 23, 2017 (Thursday) at 09:40 a.m., I called Reliance Billing office and spoke to Rose (female staff) to inquire about PAP email. She told me that it was an email error glitch from Reliance system. She told me that I could ignore the PAP email. At 10:00 a.m., I called C Lei and asked him about the PAP email. He said that it meant the purchase transaction was being processed. At 2:57 p.m., I sent an email to Reliance Billing office at Oshawa and provided my follow up with Rose and C Lei. I wanted to have written confirmation from Reliance that the PAP email was sent by Reliance email system error.

Feb 25, 2017 (Saturday)
I did not receive any response or email reply from Reliance. I'm very concerned that Reliance would insist to process my furnace purchase as rental agreement, setup monthly auto-payment, registered its interest in the title against my property. I had tried so many times to ask for written respond without success. Very disappointed and frustrated. I will continue to follow up with Reliance until it is resolved including post another review.

I wanted to share my bad experience with Reliance and alert the others to stay away from Reliance. Otherwise you will be experienced the same troubles which I'm dealing with now.

Horrible experience.