Reliance Home Comfort have upgraded my account without my consent and charging me every month. I called to complain then they put me on call sending to one department to other for about 2 hours. Finally, someone said I will get a call in two days but no one called be and spoke to me. Most of thier call centre employees do not have knowledge on thier products, no listening and customer experience skills. They keep transferring customers to one department to other and other department again transfers back to the one who transferred. It goes on loop every time. Also, one of their plumbers visited my home for service and he misbehaved with me in 2023. I have complained about it then General Manager called me and emailed me to apologize and promised they will take action but I never got any update on that. read more

This is a company who would for go 10 to 15 thousand dollar job on air and heating because i was late with a 153.00 bill which was paid do you believe it , i am so appalled .Now i will be going with another company that wants my money . B. Brown read more

they are absolute scammers. They came in to do a plumbing job and charged me $430 . they charged me the full amount, even though they couldn't fix the problem. I had to get another legit plumbing company to get the job done. I don't recommend them at all. read more

This company has the worst customer service. I spoke to 2 customer service reps and was told false info. I paid 75cents extra for a paper bill every billing month. So when I decided to invest in a tankless water tank I called and they picked it up. I never received a final bill in the mail but was told by two reps that when I receive the final bill I could ask for the pick up charge to be waived since I was a long term customer. 20 years. So instead of sending me a paperbill, supposedly they sent the bill thru email which I never seen. Then the next thing I find is they sent the amount to a collection agency. I called and third rep tells me that the other reps gave me wrong info. She was heartless about situation, I asked to talk to her manager. She talked to her supervisor and said the charges were legit and i had to pay the collection agency. This company has bad customer service, they don't even care. This review is from Windsor Ont. read more

Absolutely horrible customer service. We've been paying for home warranties on top of the tank rental for years. Our sump pump breaks, we call them because we are covered...this was on Monday...they say they can come on Thursday. We tell them it's emergency, we will get a flood in the home. They reply "Well don't you have flood insurance". They've basically left us abandoned till Thursday and here we are constantly checking the water level of the pump in the house. They have been taking our monthly warranty protection money month after month and year after year. We've never had to call them till now and they literally left us hanging. Of course we will be cancelling the warranties with them...we've given them enough payments to have kept them greedily happy. read more

Reliance can't be relied upon. we have maintenance plan with Reliance. Whenever there is an issue with furnace or air conditioning, will never show up timely. I plan to switch over to another company for my maintenance plan. read more

great customer service. Dami is very attentive and answers all questions . I would recommend

had to wait from 8-5 pm to get a new hot water tank installed. No one showed up or called. Called the office and they sent out an emergency notice to the manager, promised a call. Never received a call from the manager that night or the next day. I even called them 3 times to confirm the appointment the day before and the same day. read more

Terrible service and promises broken. Took numerous texts calls and emails to remove promised free months of furnace rental. took 6 months to get all of my promised rent free months. AC needs service it's June 2021 next appointment availability is Sept 6th WTF!!. Online login has shown me accounts of numerous others from all over Ontario, tried to remove this with them at least 2x now read more

RELIANCE SUCKS!!!I We have not had air conditioning for 5 days because reliance has made two appointments to fix it but can't be bothered to show.....have now been on hold for 50 minutes....talked to one customer rep....she said she would put me on hold to check...but then kicked me back to the main que to start my wait over again....oh..btw.. RELIANCE SUCKS!!!!! After an hr and a half in hold I finally got someone who seemed to have a clue...he said he understood...and was sorry..but he can't get me a technician til friday..so over a week with no air..even though I pay for service.. Reliance sucks! read more

In July of this year we had an incident with our furnace. Within 3 days we had a new furnace and central air unit. The installers were amazing and everything went very smoothly or so we thought. Needless to say it became an insurance claim and were told at the time that we wouldn't have to deal with a thing- everything will be handled between the insurance company and reliance. We are still trying to get the bill from Reliance so we can pay it in full. We have made numerous phone calls and got nothing but promises that we will be receiving the bill. In the meantime they want to charge us rental on the units. I've never received such poor customer service from such a company. One customer service person actually wanted to know what I did with the old equipment . If I could give them less than 1 star I would as my issue is still ongoing. read more

So I had an AC inspection completed by Reliance Home Comfort and after my shitty experience, wanted to pass this on to anyone I possibly could. Here's the review I left as well as a follow up email I sent to their customer service rep who contacted me because of my review: REVIEW ON HOMESTARS: Unbelievable unimpressed with the overall service and customer care from Reliance. First off, I had not confirmed an appointment for the AC tune up yet a technician was at my house waiting for me unsuspectingly. I had to leave work to meet the technician. Second off, the technician kept trying to push Reliance's protection for furnaces and AC units. In fairness, the technician did a good job at walking through the inspection and pointing out tips for any future problems. However, he kept pushing this maintenance program. To get him to stop pushing it, I told him to send me some information on it. Apparently in the eyes of the technician and Reliance, that means I opted to enrol in the program even though my paperwork said otherwise (see attached pics). I can't stress how unimpressed I am with Reliance and the service that I received and how they tried to fraudulently sign me into a maintenance program. I even followed up with a customer care person from Reliance to which they offered nothing other than to cancel the maintenance program. Unfortunately I have a rental hot water heater from Reliance which will be replaced in the near future so I can avoid having to deal with this company ever again. If you decide to use Reliance - be very careful and always check your bills and invoices to make sure you are paying for everything you agreed to and no extra charges showed up! THEIR RESPONSE: Good Afternoon Mr MacArthur I just wanted to touch base with you as Richard has reached out to me to advise that you had put a comment on Home Stars as to your frustrations. I am sorry I could not do more for you. I can assure you this is not a situation that occurs often but I recognize that now that this mistake has occurred your trust in Reliance has been shaken. If there is anything I can do to restore your confidence in us please do not hesitate to reach out to me. Thank you for your time, Natasha Fatijewski Customer Solutions Team Reliance Home Comfort MY RESPONSE TO WHICH I GOT NO REPLY: After having Reliance reach out to me, I gave them a chance to satisfy my concerns. When I emailed back, I sent the following (and got absolutely no response): Good morning Natasha and Rich I'm honestly not sure what can be done to give me any confidence in Reliance. What was done is fraud and a very serious manner. I'm still debating as to whether or not to escalate this with the Better Business Bureau and other authoritative agencies. How can it be your policy that when a technician send out "information" on services this automatically enrolls someone in a service program? Especially when there has been absolutely no signature or consent provided by the customer? It's absolutely ridiculous to me that a company can get away with this type of fraud and as of now, I fully intend to post reviews, contact agencies and make the public aware of the scams that Reliance is running. Thank you. Mr. McArthur (not MacArthur) read more

Never rent any equipment from RELIANCE. They will install it one day, but good luck with removing. They never want to remove it. I have water heater which was used by the previous landlord. Its old and its not economical. I wanted to remove it, I was given the option to drop of. Other options are very expensive. I was given an account number and when I went there to drop off, they didn't accept it saying that the account is not in my name. ACCORDING TO THEM, IT NEEDS TO BE TRANSFERRED TO MY NAME SO THAT I CAN REMOVE IT. $35 FOR NEW ACCOUNT. I SAID ITS FINE. PLEASE GO AHEAD AND CHANGE IT IN MY NAME. This happened on may 17th-2022 since then i have been talking to customer service, billing department, removal department and every department with reliance. They will ask all the information like address, first name, last name, post code and once they realise that you want to remove the water tank, they will keep on transferring the call to one department to another department. Every day, i have to spend at least 2 hours on phone over them. It is not yet rectified even now. My suggestion to users who rent the equipment from reliance is "IF YOU HAVE DECIDED TO MOVE OUT FROM THEM, PLEASE RESIGN YOUR JOB FIRST, SO THAT YOU CAN AT LEAST SPEND 2-3 HOURS TALKING WITH CUSTOMER SERVICE, EXPLAINING YOUR SITUATION TO EACH AND EVERY AGENT AND SPELLING YOUR FIRST NAME AND LAST NAME TO EACH AND EVERY ONE. THEN GOOD LUCK! read more

These people get no stars. We had our equipment removed in August 2014 after moving into our hime and we are still getting bills even with removal reference codes and several phone calls. We are so happy we do not have their equipment now that we see how their customer service is handled read more

The Search For Heat The Saga Continues. This is a true story and is my opinion. On Friday December 20th our furnace broke down. We called Reliance to have a technician come out to fix it. A technician came out and told us that it was a circuit board and that he would order the part but that it would not arrive until December 24th. The box did arrive on the 24th and we called to have the technician come out. He arrived that day and spent some time attempting to fix the furnace after making a lot of noise. He came upstairs and informed us that the part they had sent was the wrong part it was a blower motor and not a circuit board and that he had damaged our blower trying to put in the new one after realized it was the wrong blower motor. My thought was, you didn't realize the difference. He said he would have to order another circuit board and that we would get a free blower motor because of the damage to the original, which was in good condition to start, but that he could not order them until Friday Dec 27th and that they would arrive on Dec 30th. So more days of cold without a furnace. On Dec 30th the circuit board arrived but guess what, no blower motor, so now the motor has to be ordered and it will most likely not arrive until Jan 3rd. That means we will have been without a furnace for 2 weeks. We called reliance to speak to a supervisor and was told by the supervisor to call again tomorrow because the parts depot is closed, sorry for the inconvenience. Inconvenience are you kidding, being without heat for two weeks is more than just an inconvenience. We have had to purchase electric heaters and run them constantly. My wife has a medical condition that is adverse to cold and my 12 year old granddaughter lives with us as well. This whole situation is unacceptable and should never have happened. I think Reliance needs to change their name. read more

Hot water line on our rented Reliance tank developed leak. It was right on the elbow on the pipe coming out of the Reliance installed tank for which we generously pay almost $100 every quarter. The leak was enough to cause flooding in our basement, entire floor will have to be replaced. But that is not the reason for the review. The real reason is trying to reach Reliance for help. Tried to reach them whole Saturday, whole Sunday to get the elbow replaced so we could have water in the house (had to close main valve to stop leak). No answer at all from any number called, tried the sales line, billing line, they are all useless. Finally decided to call different plumber who fixed the leak. Thank you Reliance for absolutely nothing. That tank of yours is coming out and you can keep your crappy service for yourself. read more

After many years I changed my water heater rental business from Reliance to National. Although National removed the old water heater and delivered it to Reliance, I was still charged $40 by Reliance for "Inspection & account closure". Inspection of what ??? Closing of account which was fully paid off ???? Ken read more

Reliance subcontracted out to Tricon for a new A/C and Furnance unit. They will not assume responsibility for the numerous errors that occurred during the installation of my product. When I spoke with the technician Joe he explained over 7 issues there were from the installation back in November. The only reason these installation issues were brought to my attention was because I noticed a "Fallen Pipe" left there purposely but the Tricon installators that RELIANCE hired to complete the job. Not only did I have this pipe that was blowing cold air underneath my home, the elbow joint was not covering the filter properly, the air pressure in each room was not balanced, and there was a pipe running from my A/C unit UP MY CHIMMNEY. My billing increased over 100/200.00 more from running window air conditioners to my new HIGH EFFICIENY A/C Unit. Reliance will not be assuming responsibility for any of these actions. I WOULD NEVER RECOMMEND RELIANCE TO ANYONE AND WILL BE SHARING MY STORY WITH EVERYONE I KNOW Called Saturday July 18 @ 1118am (5 minutes) Reliance to send out a technician regarding the fallen pipe underneath the house. Sunday July 19 - 8am - 903am (1 hr 3 minutes) Technician Joe came out at 8am and took 5 pictures of the improper installation job. (Fallen tube/pipe, elbow joint not covering the filter properly, pipe not leading anywhere, air pressure not tested for each individual room, and more) Technician advised me that John V. was e-mail the pictures and the situation and that he would contact me before 12pm Monday, July 20. If John did not contact me Joe told me to contact Reliance and advise them I'm waiting for a call. Monday July 20 @ 1204pm (3 minutes) spoke with representative and was notified that this situation has been escalated to John for him to call me back this afternoon. Monday July 20 @ 406pm (20 minutes) No call from John yet. Was on hold for 18 minutes then was hung up on during the hold. Monday July 20 @ 427pm (5 minutes) spoke with representative again and she was going to have her supervisor e-mail john and advise him I was waiting for a call back. Tuesday July 21 @ 1021am (17 minutes) Spoke with another representative and he told me that the manager handed this off to a woman associate. (Name was unknown at this time (Was on hold for 10 minutes) just to be told "She will be calling you shortly" Tuesday July 21 @ 202pm (16 minutes) Pam - Put me to Customer Resolutions 213pm - Photos were passed to Stephanie C & John V Liz contacted Stephanie C to see what's going on and she put a call out to the installers. The installers are suppose to be contacting me to schedule something or figure out what's going on - should have called me already. Stephanie was going to send another e-mail out to figure out why they haven't called me yet. Tuesday July 21 @ 643pm (4 minutes) All departments closed next time call before 6pm per representative Wednesday July 22 @ 912am Ravi rsharma@reliancecomfort.com - Retold the situation again on hold to be put through to customer resolutions. Representative ensured me I WILL NOT BE BILLING FOR THIS INSTALLATION ISSUE. Customer rep. Told me to call back tomorrow in the morning if Tricon has not contacted me yet. 1-855-625-4090 Thursday July 23 @ 905am (22 minutes) Contact reliance customer resolutions department. Explained the situation AGAIN! The customer service representative is speaking with the manager. Tricon was supposed to be out there YESTERDAY! The manager contacted Tricon and they will be out within the hour. Thursday July 23 @ 925am Tricon spoke with Jordan (DID NOT CALL MY CELL PHONE AS INSTRUCTED) They called and said they are coming after their job at the Holiday Inn. They said not to call Reliance because Tricon's the one's that made the installation error and they need to rectify it. Thursday July 23 @ 941am Female Representative from Tricon call back and spoke with Jordan She is going over the situation again, stated they are going to clean up what's left behind, make sure it is installed and working properly. Thursday July 23 @ 1013am Brian Tricon worker arrived Thursday July 23 @ 12pm (6 minutes) Requested Joe to come out and double check Tricons work. Coming tomorrow between 1pm-5pm. (NEVER CAME) Friday, September 4 @911am (26 minutes) (DID NOT CALL MY CELL PHONE AS INSTRUCTED) Been waiting for Ravi the customer resolution employee to call me back in regards to a credit from the a/c unit being hooked up to go OUTSIDE through my chimney and a previously billing error when an employee told me I do not pay for 14 months the deducted $500.00 off because they subcontracted out to Tricon and told me the cost was going to be 450.00 (tax included) not 950.00 which I found out was the cost after the installation. Was told by a customer service that reliance is not going to cover any of it. Escalated to Customer Resolution Supervisor who told me I had to wait for a call back from Ravi and his manager because there is nothing she can do. read more

I purchased a new furnace and AC unit from Reliance 3 years ago and tonight was my sixth service call. Every winter the furnace fails to start up and every spring the AC unit doesnt work. At least this technician was honest - he admitted he didnt know what the problem is or how to fix it. He also admitted that the technicians are not trained to properly fix some of the product that Reliance sells to its customers. Last month it took 3 different technicians over a week to fix the furnace (each one ordered the wrong parts). I spoke to their customer service manager to get a credit or to just replace the equipment and she still hasnt gotten back to me. Stay away from Reliance!!!!!! read more

I STRONGLY DO NOT RECOMMEND Reliance for any of their services! I've had to call them twice for repairs: once for an AC unit, and the other for a hot water tank. My 5 year old AC stopped working on a very hot day in July. Service department said I would have to wait 5 days for a technician to come out. With an elderly person in the house who has trouble breathing on humid days I told them that was unacceptable. After some arguing and threatening they magically found a technician to come out and fixed the problem within 20 minutes. A couple weeks ago my hot water heater was damaged after a flood. They sent out two technicians to look at it: the first recommended it be replaced, the second said it didn't!? Despite that second technician's opinion I decided not to take the chance with a gas water heater and have it replaced. That's when the trouble started... 1) They replaced the old tank with a lower capacity unit (the old one was 50L, the new one was 40L)! 2) A valve was damaged when the water was turned back on and the technician just left! A significant amount of water was leaking into a floor drain from the valve so I had to turn the water off at the main to stop the waste. 3) Customer service said they would send someone out the next morning. I specifically asked for a plumber because it was a problem with a valve in the pipes, but the guy they sent out was an HVAC tech and had no idea how to fix it! 4) Customer service said they were sorry for the inconvenience but they couldn't send out a proper plumber for another 4 days! I argued with the supervisor about this and they agreed to send a plumber out the next morning but I would have to pay for it! 5) The "plumber" came out and had no idea what the valve was for and had to leave with a picture of it to have someone help identify it. He came back about 20 minutes later and said it was a trap seal primer. He said it wasn't needed and suggested replacing it with a straight piece of pipe. Okay...? 6) Two hours later the guy finished what can only be described as a "hack job" including a ball valve, 4 couplers and two small pieces of pipe. He said he had trouble with water still in the line messing with his solder job so he had to get creative LOL. Everything seemed to be fine when the water was turned back on so I paid him and he left. 7) The next day water was spraying from one of the joints he had soldered and was soaking my basement! I shut off the water main again and called Reliance only to be told I would have to wait two days for a plumber to come back! I asked for a supervisor and was told it was the weekend and the only supervisor available couldn't help me!? 8) I asked if I could call a third party plumber to fix the problem now, and have Reliance credit my account, but they stated the supervisor on duty could not authorize that! She suggested I should probably just go ahead and call another company to fix it! LOL I asked her if I did, what guarantee would I have that Reliance would credit my account? She simply replied, "Well they should." TERRIBLE CUSTOMER SERVICE!! FYI - I ended up calling in a local plumber who, within an hour, had the problem fixed by replacing the entire hack job with one solid stretch of pipe. I'll have to call Reliance on Monday to fight with a manager to credit my account for the extra work. Summary: Reliance treats you like gold when they want you to buy their equipment, but they treat you like garbage when it comes time to service it. There are other options out there!! read more

Terrible customer service. Our rental water heater broke, leaked all over floor, ruining floor, and they say they can't come until Friday. Today is Saturday, one week with no hot water? They seem to think nothing wrong with this. We went and bought a tank at Lowes and had it installed same day. $1000 and done. We pay between 50 and 60 dollars every 3 months to rent, times 20 years. Lots of money to get no service when you need it. Can't wait to call them to cancel except " customer service department" is closed today, go figure. Oh yeah, now we need a new floor too. Thanks Reliance, for nothing! read more

I bought a new furnace and air conditioning unit in July, 2018. Reliance insists that a person over the age of 18 be home all day during the scheduled installation. My husband took the day off work to be here and Reliance called that morning at 8:30am and cancelled because "someone called in sick". Our installation was moved to another day, which of course, someone also had to be home for. This month, when we turned on our heat for the first time we noticed that sometimes the furnace blew warm air, and sometimes cold. The thermostat was set to 20C, but the house stayed about 17C. In the spirit of troubleshooting, we turned the heat to 30C, and after 5 hours it had only risen to 21.5C. We called Reliance on November 10. The customer service rep argued with me that I "wasn't in their system" and would be charged for the service call. She asked me twice if I was sure I bought the furnace from them. I said I definitely did, to my chagrin, and could show the technician the sales contract. A service technician came out on the 11th. He said there was indeed an error code and the furnace had not been installed correctly. He said he had done "the best that he could" for a temporary fix, but that we needed the installation team to come back. He said Reliance would call us to set that up. They didn't call. On November 14th, I called Reliance. I was assured that the message had been passed on to Linda Pizzolitto, the installation manager for the city/area I'm in, and that someone would definitely call me. No one did. On Friday, November 16, I called again. Same line, same result. On Sunday the 18th, I called a third time asking why no one from Reliance was calling me back about my brand new improperly installed furnace. The customer service rep said she left "another voicemail" for Linda Pizzolitto and that she "hoped" someone would call me back on Monday. I asked about the $500 "no frustration guarantee" that is listed on my sales contract and warranty but the rep said another department dealt with that and they weren't available now. At no point was even an apology offered. No one seems even remotely concerned, or interested in fixing this problem. It is now Wednesday, November 21st and my house is 17.5C. Called AGAIN. Asked for "customer resolution centre". Was on hold for 14 minute. An extremely rude person who both raised her voice and repeatedly interrupted me says the installation team will be out tomorrow. Please, please, don't give this company your business. The customer service is beyond terrible and bordering on abusive. They were wonderful right up until the sales contract was signed. Hopefully tomorrow the installation team will show up and fix their mistake. UPDATE! Reliance just called and cancelled the repair tomorrow. Someone will call me. This is my 5th time hearing that. Please, choose another company for your HVAC needs. read more

I have a rented water heater from Reliance by default. It came with the house. I've never been impressed with their service, but today is the day that I will go through the bother and expense of changing companies and heaters. The service man who came to my house this morning was miserable. I opened the door before he got to my porch, smiled and said hello. He said nothing. I kept talking as I walked him to the water heater, and he remained silent. I stood there watching him, waiting for him to say something, but he just fiddled with some things, then got up and walked back to his truck. He came in without a word, fiddled some more, then told me it was fixed. I asked what caused the issue. He said it was the starter switch. Then he said the next time I booked a service call, I'd need to move my washing machine. I told him that no one had ever complained before, and that he managed to fix the issue without moving it. He turned and left. I have call in to Fahrhall. They installed a new air conditioning unit last week, and were friendly, courteous, and professional. read more