Reliance Home Comfort

I’m curious how your firm can reasonably charge the customer account closure fees it does when said fees have never been disclosed to the customer. We moved into our re-sale home two years ago. Reliance was at the ready to provide continued service to us from the previous homeowner. Great except that we were never apprised of any fees associated with closing our account at the onset. Had we been duly informed we might never have continued the relationship in the first place. Now that it’s time to close our account, there’s a $40 account termination fee, called an ‘inspection’ fee by Reliance customer service, and a $65 pick-up fee. I think I can see where $65 might be sufficient to both close the account and pick up the unit, but $105 plus taxes seems excessive and just a bit unfair given our ignorance of and your non disclosure of your customer account closure policies.

I would just like to tell you how I was so pleased all around with reliance home service. Phoned Thursday to see if and when I could get a service call for our central air. Office was able to schedule an appt. for Friday which was more than wonderful. The tech Chris was prompt and explained many things and new his stuff.. We were going to get it repaired $600.00 but told us about the service to replace it and get 16months no interest. We went that route and a sales rep Joel Matthews was on the phone that afternoon and here within a few hours. Had the new unit installed Tuesday tried for Monday but to busy. The installers Bill and Zak were also amazing neat and tidy. Reliance has a great bunch of people working for them in all area. Diane

Purchased new furnace to replace fully functioning but aging furnace.
Salesperson pleasant. Installed on schedule (June 5, 2012).
June 10 - five days after install - was the first day warm enough to verify functionality of furnace to any extent ... temp in the high 80s.
Furnace & AC unit (also a Reliance purchase) running non-stop with thermostat set a 75. Upstairs temp = 85, main floor 81, basement 68. Found no cool air coming out of vents in half of main floor and all of upstairs. Cool air coming out of vents in other half of main floor. Until the new furnace was installed all vents put out air flow from furnace.
Called Reliance to report problem. Person at Reliance said that if the fan on the furnace is running it is not a furnace problem, Reliance would not service this, and that I need to call a plumber. When I asked if she said a plumber, she said yes, a plumber. So, there's Reliance service for you ... brand new furnace 5 days old with temperature 5 to 10 degrees warmer than thermostat, vents mysteriously not working since install, and I'm on my own with a suggestion to call a PLUMBER !
When I asked it it was safe to run this system Reliance did not give me an answer. So I shut it off and moved the family in the basement for the night where at least it was cool enough to sleep.
Eventually the Reliance service department called me back and said that it looks like we had this unit installed 5 days ago, which is what I told her from the outset. She told me that our unit was under warranty and that a technician could be at our place in 2 days.
I relayed all of this to our salesperson who at least listened well to the problem and said that he would do his best to get someone there earlier.
Impressed: NO Disappointed: YES

The most dramatic period of our relationship with RHC occurred just over a year ago when we had been switched to a higher charge than had been specified in the fixed contract we had signed. It took a phone call to clear things up, but RHC agreed to lower our rate after some negotiating. We do not normally like to do business with companies that use sneaky tactics like this, but price-wise Reliance is still the better deal over our previous company. You get the level of service that you pay for!

Had rented hot water tank for the last ten years, customer service was terrible so was their product. Constant problems with tank - pilot light going out at all times. Talked us into getting warranty on furnace and central air, service was poor -when finally came out instead of performing maintenance started trying to sell us new one just looking for more money. Finally had enough and went with new company, only to find out that to get rid of their service they charge you extra fees even after so many years. Had to cancel warranty twice so far and hope that the second time was the charm. If you are smart really shop around and read the fine print - Reliance gets you every time - stay away for your own good!

I have been trying since I bought my house in Sarnia to get a copy of my warranty. I have called several time and every time I am told that my unit doesn't have a warranty, but somehow the representative finds it when I ask to speak with a supervisor. At the end of each call I have requested a copy of my warranty, and I am told the same thing. "I will submit the request to my supervisor" and I still don't have a copy over 2 years later.

Beware. I have my account setup with automatic billing from my credit card and for the second month in a row Reliance has charged the max payment amount of $2k, due to some glitch in their system. And conveniently, they are unable to reverse charges in their systems...so I have to now wait another 3 weeks for them to mail me another cheque to reimburse me. And they assured me up and down that the issue was fixed last month. Needless to say, I will be cancelling all automatic billing immediately and letting them know what I think about this. If I was not under a 3 year contract, I would be severing all ties with them. Ridiculous.

We have ALWAYS been one of those families that wait until the last minute to turn on the heating or A/C. In the summer months, we wait until the windows are steaming before we turn the air-conditioning on for the first time and, in the winter, we're waiting to see our breath (not really, but you get the idea). This winter, on a particularly cold day in January we turned our heat on for the first time to discover that our admittedly aged furnace was not working. Worse, after an inspection, we dicovered that it could not be certified as corrosion was too severe. After some frantic phoning, we discovered that even getting an estimate at that time was challenging as, due to a relatively mild but erratic winter, technicians were booked solid. The first thing we noticed with Reliance was that their sales representatives were interested in more than just booking an appointment or closing the sale. When we mentioned that we had a one year old, the woman offered to look for an expeditied appointment (which she found). We had the installers out two days later during a very busy time. The installers were beyond reproach (even avoiding messmaking when bringing equipment in and out of our home)! They worked quickly and quietly in the basement from 11:00 AM TO 4:00 (getting our old furnace out was a bit of a pig), told us what to watch for in the first few days after installation and even gave us tips on how to reduce energy costs in the winter. From beginning to end, they were amazing (especially after our horrible experiences with Enbridge/Direct Energy in Toronto. I cannot recommend them highly enough.

i had a rental water tank installed in my dugout in early january. I had owned my tank before, and had a burner problem and was told that it would be best to rent one, instead of paying the 150$ to have it fixed. I thought it might be a good idea as i would have one less thing to worry about.

My neighborhood just had a major flooding and there had been a state of emergency declared as 90 % of my neighborhood had severe flooding, as well as other neighborhoods through Thunder Bay.

Being as how i Have a dug out, i was told i dont get sewer back up insurance. I, now, according to good ol RELIANCE have to pay 1200$ in order for my children and i to have a warm bath again in our own home.

The shady part is, i was willing to pay the fee to repair my old one, but the service technician was more of a salesperson then a repair guy, and pretty much talked his way out of work, and rebooked to another crew to install later that day. I was informed by the technician that i wouldn't have to worry any more as its a rental, and reliance will take care of me.

well here i am, in the worst state of my life, and reliance wants 1200$ for their tank, because it wasnt their fault that there was a flood..

Guess they don't realize it wasn't my fault neither.

During the hottest weekend of the year thus far we discovered our Air Conditioner wasn't working! Of Course!

We are fortunate to have insurance with Reliance Home Comfort and after a call to them a very personable and knowledgeable Technician - Mike Zevallos - was able to come very quickly.

Not only did Mike discover the problem and repair it quickly, he ensured that everything was safe for my son, husband and I and made recommendations on how to keep our home even safer (Carbon Monoxide detectors on every floor, not just in the basement as we had it and more). Further, Mike walked me through what he was doing and why every step of the way. He graciously shared his knowledge and educated me about both units and I am so very, very appreciative.

This was the first call we have ever had to make and our experience was terrific throughout the entire process. Reliance: You are very fortunate to have Mike on your team!!

With Thanks,
M & M Jaycock