Had a great experience with sales guy(Jay Jalali and the tech McFarland. Great giys and both explained everything that was going to happen. McFarland also explained to me what was done and what needed to be done in the years to come and how I could make sure everything would go. Explained all the ac and furnaces features as well. Glad we choose to go with them. read more

Well I hope you expect the technician to show up for your appointment because he didn't....... we had a maintenance appointment booked for weeks and given a window of 1pm-5 pm for the technician to arrive. 5pm rolls around, no one. On the phone with Reliance who calls the technician to see why he never showed up.....only to find out from the technician he was never booked in the first place. He was as surprised as we were! If I would have known that Reliance was so "unreliable " I would have never purchased a furnace and A/C unit from them. Customers beware!!!!!!! read more

We booked an appointment to get the window air conditioner looked at because it was leaking. The gentleman who came to our apartment said they only do central air (when I booked the appointment over the phone the woman who answered had a lot of trouble understanding me & me her due to a thick accent). I appologized to him for coming over for no reason. He said you have 2 choices call a general handyman or pry it open & clean it yourself! He said the cost to replace it means there's no point in fixing it, there are good sales out there for around $200. This was so kind of him, he didn't even charge us for our time. We are in ottawa. read more

Get everything in writing and be prepared to deal with their incompetent billing/collections department. We had air conditioning installed on two different properties with the salesman guaranteeing us 6 months of no payments. Bills started arriving after 2 months and we had to prove using email correspondence what their sales people had promised. (Their billing department initially outright denied that Reliance would even offer such a promotion!) Then when we sold one property, they came back months later threatening us with a collection company if we did not make payments for the period after we sold the place. Our lawyer had notified them of the new owners who had taken over the rental contract (and had correspondence with their legal department to prove it). Painful. Still waiting for that to be resolved. read more

We had them do a furnace check last year and they gave us a deficiency report documenting that the black PVC vent pipe on the furnace and water heater was no longer in accordance with Code. We were told that this had to be replaced immediately or Union Gas would shut off our gas supply. I cost us $1,000 to replace all the vent pipe with a different material. This year we had the furnace inspection carried out by our regular contractor who told us that this information is BS. The black PVC piping only has to be replaced when a new furnace is installed. I am now looking into severing our relationship with Reliance and cancelling our water heater contract with them. read more

As a home owner, having Reliance Home Insurance has been one of the best investments I've made so far! Every time I call, they answer quickly and send someone out promptly, sometimes same day. My leaky taps were fixed professionally, with great communication from the plumbers as they did it. Thanks! read more

This is the only company I have ever dealt with that doesn't ALWAYS produce an invoice in its monthly billing cycle. If the balance on a customer's account is zero, or a credit balance Reliance does not produce a bill/invoice. Because the monthly charges are the same every month for our water heater rental it is sometimes confusing as to whether the customer has paid the bill at all, or in my case, paid the bill twice. If you've paid it twice you don't get a bill/invoice in the next billing cycle. This is poor accounting practices and I don't see how this is saving Reliance money since putting out a paperless bill is virtually at no cost. I've tried several times to get this corrected but can't get through the insulating barricade that is humourously called a Help Desk. I'm looking for another company. Recommendations welcome. read more

Reliance lacks integrity. The sales rep said I would receive a rebate for the AC and furnace i purchased earlier this year but received nothing to date.. it's been about 6 months now. I have followed up several times but keep getting the run around. Then I required service on the NEW AC but no one showed up for the service call! Very unreliable and dishonest. Don't deal with this company!! Reliance doesn't even deserve 1 star. read more

This is about Reliance Home Comfort company and the incredibly bad service I received. I recently signed a contract for an HVAC unit with Reliance (both AC and heater). The scheduling and installation was completely messed up, not once but several times in a row. This has been such a bad experience that if I could find someone else to install an AC right now I'd do it in a heart beat. The install date that was given to me was Friday, May 29th, 2020. My contract was for a "rental" contract of seven years. On Thursday, the day before the install was scheduled for, I asked my salesman how much it would cost if I wanted to buy instead of renting. He said I had to make up my mind right away but I said I needed just a little time to think about it. Then, one hour later, I called him back to confirm that the rental was OK and to proceed as per our understanding. He informed me, he had already "cancelled" the installation because I had asked for a change in contract which was absolutely not true. I simply inquired about the possibility of purchasing instead of renting but I never wanted to cancel the installation, never asked that it be cancelled. I was told that since I asked to cancel my contract (that I never did), my new delivery date would be next Wednesday, the 3rd of June. Wednesday, the 3rd of June, at 7:36 a.m., I was sent an email from the salesman that they cannot install the AC and furnace that day and that I have to wait till the 9th of June. I was also given the fake excuse that they were all out of stock and that there was nothing to do about it. Meanwhile, I had worked many hours with my children to clear the way to my furnace for the installers, moved all the book shelves from the hallways and everything I had on them, as well as many boxes and bags that I had stored in the basement. Since I had no more room in the house, I piled them all up in 2 bathrooms and 1 bedroom. So now, a bedroom and two bathrooms are out of operation because of the clearing-the-way to the furnace for the installers. By Wednesday, on all 3 floors with bedrooms, there was still only 1 usable bathroom. Very inconvenient! Also, 4 adults using only 1 bathroom is not easy when you're not used to it and it's rather unpleasant but we thought it would only be for a short period of time, not 2 weeks! So, on Wednesday June 3rd, I was told that the earliest they could install my HVAC is on June 9th, because they are out of stock and there is no AC that will arrive before that date. I got very upset and called Reliance who told me that my appointment had only been booked on June 2nd and that the only booking that they have on record for me was for June 9th. They told me that no other appointment for installation had ever been booked for me before that date, NOT EVER! So we were lied to both times when we were told an appointment was booked on May 29th, and June 3rd. We were also lied to when we were told there's no stock left in the inventory. We weren't even warned a day ahead of time, when they actually booked our installation, on June 2nd, so we would know to change our schedule and not waste our entire day, waiting around for nothing. On the 2nd, when the installation was actually booked for the 9th, no one informed us. We found out on the day of the installation, on June 3rd, that it was not going to happen on that day as I had been promised. This was total lack of consideration! I called, and I spoke with the manager and he reassured me not to worry, he'll take care of it himself, and he did. He got a crew to install my HVAC the following day, on Thursday, June 4th, or so he thought. I was very happy to hear that I would finally get the much expected and anticipated HVAC unit. On June 4th they showed up, appeared extremely pressed for time and left my house without doing anything. Their electrician entered my home without my knowledge or permission, went in my kids' bedroom, woke them up and then decided not to do the job and left. The 2 installers followed suit and refused to do their job and left. They didn't observe social distancing for COVID-19, had no masks on, had no gloves, placed me and my children's live at risk, while invoking "safety" as a reason to refuse to do the job. Given their reckless behavior, "safety" was obviously a manufactured excuse. Now I'm told that they cannot reschedule my installation till next Friday, June the 12th, so I must wait yet another week with all those things I had to move to clear the way for the installation blocking my bedroom and 2 bathrooms! In summary, Reliance changed the date of installation multiple times without informing me, made mistakes in scheduling and then lied about it. The 3 employees who came to install didn't respect our property, privacy, or safety, trespassed and then, an hour later, decided unilaterally not do the job, despite my asking them to finish the job and despite of all times I was told my installation was scheduled for but in reality was not. read more

Horrible customer service. Broke main water shut off, tried to charge me for it and fir the city main shut off fee. Over the two days of trying to resolve the problem, was on hold approximately 2 and a half hours. Dont know what happened to this company....but I'm done with them personally. read more

I called this company and wanted to get on a maintenance program for my furnace, air conditioner and my tankless hot water system. I went through the whole process on the phone, then I was told I needed to wait a number of days before my account would be active. They would email me my account info at a later date. I would however, get 2 free months. I waited for the email, it never came. After a couple of weeks I called them back to inquire. They had nothing on my number or address. If they drop the ball on a new customer like this, how can they be trusted on the really important things..... read more

**Long review but worth the read if you plan on booking with them anytime soon** My landlord and I have been dealing with Reliance for a couple months now and it has been nothing but frustration due to the lack of communication, their disrespect for my personal time and extremely low levels of client service. This all started in August when a repair man was coming by to take a look at my leaking AC unit. I took the afternoon off work because I was given the time frame between 1-4 and even called Reliance the day before to confirm as I was leaving work at noon so I could arrive for 1:00. I receive a call at 12:00 asking why I wasn't home and was urged to rush home before the repair man left. This 1-2 hour appointment lasted 7 minutes, so I booked off an entire afternoon for a full 7 minute appointment. Fast forward a couple weeks to the repair... The first repair appointment, the workers were unable to complete the job due to mold inside the AC unit which was totally understandable. Reliance recommended a company (GoPro) that they work with to fix that issue, and that company was also a massive problem. After the mold was resolved, I booked a Saturday appointment and was told between 8:00 - 1:00. I woke up at 7:30 on my day off and waited until 12:30 before I called their office. I sat on hold for 30 minutes while an incredibly rude gentleman tried to track down their repair men. After the long hold, I was told he had no clue where they were and wasn't sure when they would arrive. I explained how I had to quickly zip out for 15 minutes at 2:00 and was informed to just cancel my appointment for that day as I obviously had other plans, even though I have been waiting at home all morning. I didn't cancel the appointment and was told to keep calling back until they could find their workers (unacceptable). After waiting until 4:00, they were a NO SHOW. That was a full Saturday wasted. My landlord then dealt with Allen who was our "direct contact" since we had so many issues. He changed the time frame on my 3rd appointment 3 different times. When the repairmen finally arrived for the 3RD appointment, they had ZERO equipment with them as their manager told them that all the equipment was left here from 2 months ago. The repair men (the only kind person I've dealt with so far) called and spoke with their manager who made up the excuse that my landlord said all the equipment was left, which is FALSE as I have never told my landlord this. So it has now been 4 days since my 3rd appointment and Reliance is not calling my landlord or myself back, even after leaving multiple voicemails. EVEN THOUGH THEY HAVE THE MONEY FOR THE JOB, from 2 months ago. I would give zero stars if possible. Use extreme caution because once they have your money, you become an absolute last priority. read more

I had a rented electric hot water heater with them and under contract, after 10 years I was no longer under contract. 1 year after that the tank started leaking and flooded my basement. I informed them I was going to gas next year and would be buying my own gas water tank. they installed a new tank but did not inform me I would be under another new contract. So the next year I went gas and asked them to remove the tank so they did but sent me another bill for cancelling the contract, I think that costed me around $400. Bottom line on this company is any unit you rent from them after the contract is expired, if you wish to stay with them have a new one install with the new contract. In my case renting a hot water heater after the contract expired I should have got them to install a new one, this company will not contact you to say your contract is up and for your protection you should get another one install, then don't care and will wait until it leaks and foods your basement. If I could give a negative star it would be -20. Do not trust this company. read more

Called this company to get someone to come out and give an estimate for replacement A/C units and compressor (a duel zone split system). No one showed up at the appointed time that I had booked online. When I called, I was assured that someone would call me back, but no one called. Also, the woman on the phone sounded like a moron. Don't deal with this company! read more

Paid $99 for Kyle from Reliance to tell me it would cost $1300 for a repair (Tx valve on AC). I said I wanted to know how much it would cost to replace, so they sent a salesperson next day. After hearing him, I told him I would replace instead. Kyle said he'd order the part. Didn't hear back. Called 5 days later - told he didn't order the part, that I could pay another $99 for another person to come out and assess the situation, but they wouldn't be able to fix it either because they'd then have to order the part! When I complained they said they would waive the second $99 but they still wouldn't fix as there was no part! Then they tried to tell me if I only had a (ridiculously expensive) "PLAN" with them I wouldn't be in this fix. No, IF YOUR STAFF DIDN'T LOSE THE PAPERWORK AFTER I PAID $99 I WOULDN'T BE IN THIS FIX. Don't bother calling them for their "assessments" and don't bother relying on them for anything. I certainly won't be paying for any "plan" after this fiasco. read more

Brand new furnace and on-demand hot water system. "State of the art" on demand hot water system. Still doesn't work properly after 4 months. No hot water tonight, zero. Happens erradically. 24-7 service doesn't answer the phones. Problems with the furnace also. We've made 8 service calls, generally service technician says "uhh its a new system, I don't know". Awesome! $10,000 furnace doesn't work, hot water doesn't work, and the promised rebate does not exist. read more

STAY AWAY FROM THIS COMPANY. Highly questionable ethical practices. I hope CBC Marketplace does an episode on this company. The service tech didn't even perform the measly 12 point inspection plan and told me that the venting pipe couldn't be replaced. He turned off the gas -- Red Tagged -- and told me that I would need to replace my entire furnace for around $5,000. Had a local firm give me an assessment, and the problem was fixed for around $500. I wish I could give Reliance ZERO stars. Dishonest and disrespectful. I have passed my complaint along to my MP and MPP and in the process of filing a Better Business Bureau complaint. read more