Reliance Home Comfort

we purchased another air conditionar in 2008 from Reliance our 2 one in 9years we had the service plan and were told the old one was wore out so we bought the other one a new Goodman. Was installed were we asked if it could be only to have them come back and move it due to bylaw which they new about but did no tell us. installer had a hard time welding the pipes to gether at the valve on airconditioner put a half inch pipe in to a five eights pipe and crimped the pipe to weld which took a lot of heat and welding due to size differance witch inturn melted the seals in the valve he put a cap with a washer on it and it seemed to be ok no leak . in 2011 we called and asked to have it moved due to a new deck and we were told it was going to be 800.00 dollars so i called a friend that installs airconditioners and got a better price when he came he took one look and said it does not look good due to weld and crimped pipe so he took cap of and of course feron spewed out the valve freon was a dark color which in turn i was told it was burnt as well so we called and found out we had a warrenty on it . Reliance sent the same person that burnt it and of course his words were i did not do that Goodman has probloms with there valves and there fix is a cap with a washer so we called Reliance and sat home all the next day for person to show up only to find out he is not going to come cause its not the season it was sunny and 16 celcious out he told dispatch weather was bad and its out of season and in turn they told us they take his word for it so here we sit made our last payment on a unit that is no good and we have to purchase another unit at a cost of 5400. dollars not bad over 10 thousand dollars to have central air for 3 years plus the 4 thousand we spent the first time most people buy airconditioners that last 15 to 20 years i have to buy 3 in last eleven years .

Reliance wanted to charge us an exorbitant amount of money to remove a rented water heater. We said no thank you we will remove it and you can just pick it up. Did so and kept sending bills for the rental despite several phone calls to say we no longer had the tank. Then they decided to charge us a fee to close the account. My husband said no please keep the account open. They refused to do so as "it is against policy" He said he did not want to pay because they had a rule that he had to. It did not make sense to him. He was advised "it is in your best interests to do so (ie pay as they demanded). He again asked to keep it open. Now after harassing phone calls once a week and many more bills we have been reported to debt collection and a lien is being put on our house because we won't pay a company to close their own accounts!!!!!! Very poor service reps! Have nothing to do with this company!

My House is 3 years new & my hot water tank is broke down twice already!.
First time when the tank was just 6 months old ..middle of December which took Reliance two days to have someone come over to take a look at it. When the tech finally showed up he did not have the part so ordered the part which took another day for the delivery. Part was supposed to be delivered via courier which arrived via taxi dropped off on my door step without notifying us of of the delivery. When I called the customer service I was told it is my responsibility to notify reliance of the part delivery (what a joke). Finally the tech showed up late night 9pm to install the part. This morning when I called reliance for a service call I was told the next available service is next day between 8 & 11.
Mean time I am on hold with reliance customer service to cancel my rental agreement while I am writing this review. I spent over half hour waiting someone to answer the phone (sick of listening to “your call is important us” bull crap). Finally I have succeeded in getting rid of Reliance out of my life by paying them $165.00 to take their tank back.

Had been a reasonable satisfied Reliance customer until today. On the day we purchased our condo we were forced to replace our (owned) hot water tank as it blew the minute the power to the unit was turned on. Called Reliance and opted for the 'hassle-fee' rental option rather than buying again. Good experience overall.

We are now in the process of laying new flooring in our home which requires that the tank be disconnected, lifted and reinstalled in the same location once flooring is laid. Called Reliance to determine cost (I didn't expect the work for nothing!) and at the same time ask them to determine if the tank required service (de-scaling, etc due to very hard water in region) and was told that Reliance couldn't give me a cost for the former (!) and left that to their contractors. Was contacted by authorized contractor today and told "We can remove your tank for $325+HST, take it to our business for any service, for free, and then reinstall. Or we can simply service on site for no charge."

REALLY?!? The service itself may require a complete change in equipment anyway. I don't have an issue with paying some amount for the disconnect & reinstall, but the price quoted is more than a little outrageous considering that the original install cost $0!

Current option being seriously considered: Cancel account with Reliance and have them p/u their unit. Call their competitor and open new account with them and have new, lime free unit installed for $0.

I moved in October 2008 in a new house equiped with a State Premier water heater. In January we ran out of heat and consequentay of hot water. It took ten visits and one month to fix the issue as either parts were not available or timing was not good for newly arrived parts as the technicians were caught in other emergencies(one customer was not having heat for many weeks and therefore he had priority). Customer Service was inefficient and rude (their office was located in a much warmer area than Ontario).

Tomorrow we will be expecting I think the fifth service for this year as we are experiencing a massive leak in our basement. Fortunatelly my wife discovered it in time and we shut the equipment assited by a not so couteous customer service representative from Reliance; I guess he is new and has not read the company's mission . We are in October and no heat or hot water tonight. Another handy Reliance technician shall exercise his expertise on this un-reliable piece of equipment within 24 hours service frame. Safety is an issue which is not really scrutinized during all these interventions.

On their site they state their mission with words such 'piece of mind; for customers, burt really they are not up to the Canadian winters: experts are not really experts and the main role of the customer service is to buffer situations and keep their managers clear of phone calls.

Comfort seekers do not be fooled: hat piece of equipment in your basement shall keep you preocupied and un-comfortable with a frequency you may not anticipate.

Dan Dragici. Guelph.Ontario

If your thinking of using this company don't walk, RUN, thay will leave you in the cold and broke!!! After 7 years of "service" these people condemed our funace for a heat exchanger with a hole, stainless steel, life time warranty heat exchanger. Of course they are more then happy to send out stooly to sell you a "good" furnace right away, too bad they were not as apt to tell me about the life time warranty on my old one(ALL the other companies did right away, 7 companies by the way). Personally, after seeing the condition of the inside of my old furnace (the one these people were paid to maintain), I have a feeling this is how they make there money, get it to stay working but don't maintain, the dirt was over an inck thick, REALLY!!! This is what I was paying for, stop by, do a halfassed job and wait for the furnace to finally die so they can over charge you for new one, and start all over again. I hate this company, they screwed me but good, don't let it happen to you!

I moved into my home a month ago. I have been a customer with reliance in my previous home for a Hot Water Tank Rental for over 6 years (with one service call, which had been a good experience). The tank in my latest home is 14 years old, so it was not a major surprise to encounter an issue. However, the level of service from Reliance has been as poor as anything I have ever encountered. When I first called in to report the problem, the service agent advised that it would take about two weeks to get a service call (Two weeks without Hot Water)!. After escalating, I was successful to get a service call within 2 days.

Prior to calling reliance I had personally inspected the tank very closely, including the ventilation piping for sings of problems. I had also had the home inspected prior to the purchase (a very thorough inspection). I had shut the power off to the tank based on the very loud noice that was coming from the tank. When the contractor arrived and I turned the power back on, he advised the issue was my furnace and not the water tank (even though the sound was clearly coming from the hot water tank and that the high efficiency furnace has no connection to the tank).

15yr old hot water heater.! Reliant sent serviceman Oct 11 2.30, James came, told me heater can still go for a long time, as I chat with him, he was made aware of my chimney liner "Infraction, against Code" he said, shut down my heater without warning. Flabbergasted, being long weekend, without hot water, I told him to turn it on, pretended to, wanted me to sign infraction, I refused,,, he apparently went out to turn off my gas meter outside!!!! Fortunately, previous week, a reliant subcontract, very excellent service, whom, I had a phone, ... texted and called him..... he checked with supervisor and came at 10Pm to light up my pilot lite and told me no infraction! I spokle to customer resolution , told that duty to prevent customer from danger! Told her that reliance than had a problem because, 3 reliant guys including regional manager came when I had "signed" up with Nationa; Home Services. I'm being bothered once a week on my cell warning about competitors! Oh! was their a flurry they were going to lose a customer. They told me my chimney liner was fine as long as this obsolete heater stays So James serviceman had the nerve to turn off my heater and also my gas meter out!!! Such a company should be taken to task by TSSA Inspector! They think they have monopoly! boasting over 1 m customers they say, whenever I tell them I am goiing to buy my own.! Many are now buying their own water heater so they dont have to deal with such tyrannical service ever again! Was givne 3 months free rental for the trauma! Should be free rental for the rest of the life of this water heater! If not for the great subcontractor guy, I would have been without hot water or heat in mid Oct!!!! Disgusting is too mild!

Very, very poor "customer service"...probably best described as customer run-around!
After purchasing a home with a very old (15 years), very inefficient rental from Reliance, I called to inform them that I was replacing their relic with my own and that we would gladly return it to Burlington...where according to my HAV man they will promptly put it out to pasture given its age.
What a fiasco! From having to listen to their predictions about how much more owning my own system was going to cost me, to a "disconnected" call, to expecting ME to pay THEM for delivering THEIR unit to them.
What a joke! Not only have I cancelled my order to install a Reliance Home Security system, I will now never have anything to do with this company - ever.
May you go the way of Bell Canada when more agile and accommodating new companies swoop in and provide real service to those who keep you employed!

I purchased a home with rental hot water heater (we didn't know at the time) but upon discovering we promptly called Reliance to have them come and pick up their rental hot water tank. We paid the cost of uninstalling their unit and installing ours. They gave me the run around about taking it back, then with a lot of arguing gave me a reference number so that I could drive the unit to them myself. I have no way of transporting unit to them. They told me that is not their concern and quoted me a $125+HST to come and pick it up. They are continually billing me for this heater. I have put a complaint in with BBB. This is the worst company I have ever dealt with. They find anyway to charge you and quote a contract that was never signed. Buyer beware!