Reliance Home Comfort

Jason, technician, honest about repair.
Chloe, salesperson, shared all options.
John, Marcus, Alex completed instalment promtly.
Super, thx.

The Sales and Support organisation for Reliance is horrible.

- Salesperson used rushing tactics (E.g. "I can give you this (verbal) price, but only if you install next week")
- Verbal prices were not honoured in formal quote
- Quote was provided late, and was inaccurate (A/C instead of Heat pump, among other things)
- Quote did not include essential items like humidifier and filter case, which felt like "gotchas" once we had already decided to proceed with Reliance
- When lack of these items was pointed out by me, the filter was not added to the job/quote as the salesperson promised
- Reliance uses NOSIs which have been shown to be exploitable and hard to remove even in perfectly legal applications.
- They also *hide* the fact that they apply a NOSI in the very fine print. The only reason I knew to ask about them is the regulatory information that they must provide by law.
- No information is provided on how customers can pre-pay their financing, you must call the financing company directly
- After filling out the online survey, I received a call from a "Sales manager" who then became unreachable.

The only reason we decided to go with Reliance was the lower overall price, and I regret it immediately. The sole bright spot of the experience was the installers, who were professional, patient, and informative.

This all started last year, it's been an extremely frustrating process. I had my air conditioner stop working at the very end of the summer, I had reliance come and look at it as I had the air conditioning and furnace warranty and repair program. The guy who came out and looked at my air conditioner said I definitely needed it replaced, due to the age and the use of Freon, who then sent a sales guy to the house and he agreed after looking at it that I needed a new air conditioner. He quoted me $200 / month for a air conditioner rental which I thought was ridiculous and said I would follow up in the spring. I then had Reliance come about 2 months ago, the gentleman that came and looked at my air conditioner said that the air conditioner was fine, but my water heater wasn't up to code. This resulted in me needing to get a new water heater in the next 60 days or my natural gas would be shut off. This didn't make sense to me, as A) I bought the house just over a year ago, had a house inspection done before buying the house, and had reliance come and look through the house and furnace / air and the water heater after moving in and both said everything was fine, then last summer when I had reliance look at my air conditioner and they didn't mention anything. So I called and they said unfortunately once it has been tagged it needs to be replaced and they would send out a sales guy to look at the situation. The sales guy came and said that A) my air conditioner 100% needed to be replaced, and B) the water heater was on the fence of whether or not it was up to code, but after that tag was put on it definitely needed to be replaced. The Sales guy Alex was fantastic and extremely helpful and the only reason I haven't given my review 0/0 stars. Fast forward a few weeks, air conditioner has now been replaced and I still haven't heard anything regarding the water heater. I call reliance again, and they said that they would have someone reach out and put it in asap. I then had a call from another company and maybe the rudest most unprofessional person I have ever dealt with, he would call my phone at 10-11 at night, when I didn't answer send me a text with ???? asking why I wasn't answering. He then came to the house was extremely rude, walking through the house with muddy shoes, was terrified of my dog, and said why would you have me come here because there was absolutely no way I could get a gas water heater in my home, and I would need to either remove my shower or live without a water heater. After dealing with gem of a person, I then called reliance about a week ago, they said that they would have a manager reach out in the next 24 hours, after 4 days I then called reliance again said I still hadn't heard anything, they then sent another tech out to my house to look at the water heater, he said that it needed to be replaced and could only fit an electric waterheater in my house, he said he couldn't do anything and I needed to call reliance AGAIN to book this. I called them the next morning, asked to have my water heater removed and an electric one installed. The lady on the phone booked the removal, quoted me on the new water heater and said it would all be done today right after each other. The reliance guy came removed the water heater at 9 am this morning, and I didn't recieve any call for the install, at 3 pm I called reliance and asked what was going on, they said that they didn't do any electric water heater installs and the person on the phone gave me the wrong information, but they would have the company call me very shortly to install the tank. It is now 6 pm I haven't heard from anyone still have no hot water, and am sure I am going to have to call AGAIN.

Reliance has done maybe the worst job at customer service I have ever seen, while they are polite and apologetic on the phone, I can tell that literally no one that is on the phone is interested in helping you , they are extremely unprofessional, and if you can stay away from them I would suggest doing so at all costs.

The technician Tiago was awesome!!
Professional from start of job to finish. Disconnected old tank and installed new one in a timely manner.

we have take utilities on Rental and Reliance has put 3 liens on our property without clearly informing us, we need them to be immediately removed as we are now stuck with something we don not know.
1) YR3501950 on 2022/11. - $7,800.00
2) YR3548734 on 2023/05 - $18,700.00
3) YR3657106 on 2024/03 - $2,800.00

Please let us know this immediately as this is putting us into great stress as we have never been told that such liens are put on property, we would like this to know exactly how much is the outstanding amount as we are paying rental and if that is going to be forever then we would switch the services from reliance.

Kindly let me know urgently as this is causing us a severe mental stress.

your urgent support is required.

thank you,
Mohd Anis

I got a brand new rental hot water tank and a brand new AC unit. Reliance tried to sell me electrical coverage in which I declined. My AC stopped working and when the reliance technician came in he played around with the electric panel and I lost power to the hot water tank. The technician told me that the reason he cant fix my AC unit is because it was installed incorrectly by the reliance technician but that hed order a part and hopefully within a month when it comes in he can come back. When I called after he left that we had no hot water they said its electrical and that I wasnt covered for that. I currently have no hot water or air conditioning in June with 2 young kids, and I have BRAND NEW reliance owned equipment. Please save yourself money and do not give them ANY service.

Tim came out and assessed our heating issues, he was unbelievable. He did not push for us to purchase a single item. If anything he helped us save money. He mentioned of the water osmosis system, but only after I had inquired of it. He was exceptionally knowledgeable of all details. The installation was fast and super convenient. We love this system! Thank you so much Tim. You definitely made my family happy!

Two reasons for calling this a horrible, horrible company. First, they slammed me without my consent, charging me for some kind of insurance for all my heating/cooling equipment. Took a while to get them to stop, and they had no proof whatsoever of my agreement. Second, took four months of yelling at them to stop charging me when I cancelled my water heater rental. My plumber friends tell me this company is hated by all of them, and people are actually backing away from buying houses with Reliance rental equipment.

I asked for a free feasibility assessment, filtration needs, and cost. Navjot was most helpful, transparent, and well informed. Company policies are reasonable, we already rent a water heater from Reliance, and are satisfied with them. Installation is tomorrow, and we trust the service will be good long term, just as the water heating one has been.

It was the best decision we ever made. The need was great as our air conditioner failed to work properly and we needed a new one as well as a new furnace as quick as possible. We are extremely happy with the results. Alicia the sales rep was quick to respond and provide us with the right fit and information for our home. She was very friendly, polite and knowledgeable. The technicians were very efficient, hard working, and polite. They made the whole experience effortless.
We really recommend Reliance as the best company out there with the best customer support team. Thank you so much.