Reviews

Reliance = zero accountability! I pay for a Reliance total home plan that includes plumbing services. In August 2024, Reliance sent different plumbers to my home to resolve a guest toilet with continuous water flow from the tank to the bowl. Each plumber did something different but couldn’t solve the flow. One of the plumbers changed the entire plug inside the tank with a replacement plug and didn’t tighten the outer screws properly. Over time, in 3 weeks, parts of my main floor ceiling below became damp and stained and investigation by another Reliance plumber proved that it was the loose plug that caused the leak and damage to the ceiling. I filed a claim with Reliance immediately and was told it will take 6-8 weeks to come to a resolution with an offer. I submitted names of Reliance plumbers who worked on the toilet, dates, sequence of events, photos and repair estimates as requested by Reliance. It’s now 21 weeks, and Reliance has still not given the offer to use to repair the stained ceiling caused by their plumbers. ***** *********** ** ** ****** today Reliance now says I should get a contractor to repair the ceiling and submit an invoice for reimbursement. I told Reliance I do not have the money to pay the deposit for a contractor to start work nor have money to pay for damages caused by Reliance. No contractor wants to be at loss too, so I’m left with a nasty damp stained ceiling. The amount I’m seeking from Reliance is $1243 for the ceiling repair plus cost of a new toilet since the replacement plug the Reliance plumber installed isn’t an original and can cause leaks again. Reliance has caused me unnecessary ********* distress, possible increased damages with their delay over this issue with back and forth emails, sometimes ignoring me for weeks. I’m hoping ** **** ********* Reliance will do the needful and take accountability for their damages in a timely manner.

Hi ***, 

I apologize for any frustration caused, please email me and I would be happy to look into your concerns.

Thanks Nicole 

********@***************.com 

Hello ******, Thanks for reaching out. I have sent you an email with a recent estimate to repair the ceiling. Kindly check and respond. Thanks.

********* Sales Tactics: After my water heater was deemed irreparable, a sales representative arrived within the hour to push towards a different product or a $2800 replacement tank (which I assumed to be a direct replacement). The urgency and lack of transparency about product differences (e.g., I was not told this model was significantly worse than my existing one as she omitted to disclose the absence of the Direct Vent feature in the proposed replacement) ***** **** *************** *********, where critical details are withheld to secure a quick sale. **** ******** ******* ***** ** *** *********** **** ***** ********* ********** *************** ** ****** ********** Had it not been for delays in procuring this tank, it would have been swapped for mine, and I never would have known that I had received an inferior product. This only came to revelation days later through conversations with a different agent. Financial Transparency and Dispute Resolution: I was charged $300 for an unnecessary part and now face a 7–10-day wait for refund resolution, a process that lacks accountability. After waiting on hold for a long time, I was met with someone who clearly did not have the power to help me, and now I have to wait a significant portion of time with a "maybe" to the refund. Such delays conflict with consumer protection obligations for timely redress* ** ********** ** *** ****** ****** ** ********** ***** *********.

Thank you for your valued feedback.  Your concerns have been forwarded to a case manager who will be in touch with you regarding your experience and refund.  

We first asked if we could change from renting to owning as at the time we were renting our house and it was cheaper to rent the units the lady who came into our home looked me in my face and said “yes, of course you can switch it won’t be a problem.” That was a *** after two years, I called and asked if we could do monthly payments to own. They said no your contract stated it’s rental. Ugh!! This company takes you over the coals and tries to seem like they are being fair, after 7 years renting a A/C unit and furnace, our contract is up and asked if we could do a buy out and finance remanding amount through them. They say hard no and won’t help in any other way we spent 14,000.00 plus two months of 160.00 for nothing. And they want an additional!7,000.00+ ,Now we have to start over again from a loyal company! They also will take liens on houses if you sell and depend you buy them out right!

Hello, I am sorry to hear of your experience, if you would like to speak further, please email your account details, and a further description of your situation, I would be happy to help. Thank you, Karen – *******@***************.com

***** ******** **** ******* * ********* ******* * ********* ********* We had an extremely disappointing experience with Reliance Home Comfort *** **** ** **** ****** ****** **** **** **** *** **** ****. In an urgent situation, we entered into a rental agreement with Reliance, trusting that their pricing was fair. After later reviewing the costs, we discovered we had been charged an exorbitant amount—over $13,000 for a unit that has a manufacturer’s MSRP of just $2,300 USD. Even after factoring in installation, standard industry rates do not justify their pricing. When we raised concerns and provided a detailed breakdown of fair market costs, Reliance refused to negotiate in good faith. Their only offer was a $10,000+HST buyout, still wildly inflated, and they flatly refused to reconsider a reasonable settlement. Their response made it clear that they exploit customers in urgent situations, knowing they may not have time to research alternatives DUE TO ACTIVE LEAKING OF THEIR EXISTING UNIT. Reliance’s business practices rely on ******** homeowners in overpriced, long-term rental contracts, making it nearly impossible to escape without paying an outrageous sum. Their refusal to engage in fair negotiations shows a complete disregard for customer trust and ******* business practices. We have reported our experience to the Better Business Bureau, government representatives, and media outlets to raise awareness of these ********* tactics. ** *** *** *********** ***** ********* ** ******** **** *** ** ******* ***** ******* ****** ******* ******** **** ** ********* **** *** **** *** *** **** **** ** *******

Thank you for sharing your feedback, and I am truly sorry to hear about your dissatisfaction with our service. First and foremost, we would like to clarify that the prices and services we offer are fully aligned with industry standards and reflect the quality of our products, services, and the level of support we provide. We understand that home comfort equipment is a significant investment, and we strive to ensure that each customer receives a product that fits their needs. If you would like to discuss this matter further please email me at ********@***************.com- Gemma

I have been without heat right more for over 48 hours. I told them what was wrong with the furnace and what part was needed. Promised me that I was priority 1 and that I would be the first service can today at 8am The window of time was 8 - 1 her finally decided to show up as 4:32 this evening. He didn’t even have the part. And apparently because it’s Sunday no parts were available today. I kept calling reliance throughout the morning and I was told repeatedly that oh he’ll be there soon I asked what soon meant and they soon. I called at 1:04 which e him officially late. I was told her would be at my house by 2:00-2:30z. Which ended up bring 4:32. He didn’t bring the part needed and not I have to wait until tomorrow morning between 7-11. So it is apparently okay to be living in a freezing house for 72 hours. That of absolutely okay with them. Even through they state of your furnace is not working they will fix it fast. Totally a ***. * ***** **** ********** **** *** **** ***** **** ** ** ******. ** *** **** ** **** ****** **** *** **** ****** *** **** **** *** **** **** ***** ********* *** *** ****** *** ******** ** *** ******** ** *** ***** *****  I myself have had a rental furnace for 15 years now and figured I have paid over 10000 dollars for some thing that I I bought myself would only cost 3000 - 5000 dollars. They said I could but it now of I wanted bit of course for a charge. I am completely ********* with their lack of hellp. I’m contacting a lawyer tomorrow and I plan to sue them *** ** **** ** * *** ***. They **** ******** *** ***** *** will charge my quite a bit of money to cancel my account with then. ****** **** ** *** *** **** **** ** **

Hello, thank you for your feedback.  We are sorry to hear of your experience with Reliance.  We are happy to help if you require any further assistance.  Please feel free to contact us directly with account details. – Cody *******@***************.com

** *** *** **** ******* ******* *** **** ******** ******** Reliance seems great until you actually have a problem with their equipment or services. Have had a faulty furnace for almost 1.5 months. Maybe works half the time. Have had a tech come 9++ times now. They have tried several alterations/parts replacement but furnace continues to intermittently heat. The HVAC techs and Call Centre staff have been wonderful. But, the company completely lacks accountability and fails to honour warranty. There is a severe lack of communication. Have had several techs over for the same issue. The first 5-6 did not seem to have been provided any background information. Somehow me calling and reporting the same issue over the last 1.5 months has not triggered the company to recognize there is a problem and take further action to resolve. **** ***** **** ** *** ********** ******* *** ****** *** *** ****** ******** ******

Good Afternoon ******

I do apologize for the frustration caused, please contact me and I would be happy to discuss your concerns.

Thanks Nicole

********@***************.com 

After paying rental fees to Reliance for the water heater tank since 2010 (which is more than 14 years!), I decided to buyout the tank in January 2025. I contacted Reliance via email and by phone, but the response was the same: $700+tax. I am the original owner of the home, with the tank installed by the builder in 2010 and I do not recall it ever being replaced; only a small part was malfunctioning and was replaced in 2014, but not the tank itself. However, Reliance claims that the tank was replaced and it is only 10 years old, not 14 years old. I requested Reliance to provide a written proof (e.g. a work order or anything that I would have signed at the time), but they were not able to provide any proof and simply replied that their company does not have records from 14 years ago. That is incomprehensible for a big company like Reliance! I have also requested a copy of my signed rental contract, but Reliance refused to provide such copy, saying that there is no contract. Then how am I paying rental fees if there is no signed rental contract? During the 14+ years of renting, I already paid Reliance more than $5,000, so asking now for $700+tax as a buyout price seems exaggerated, since the current price for a new tank starts at $1,400. Their customer service, both over the phone and by email, insisted on $700+tax, which is much exaggerated and very unreasonable not only for a 14-year old tank, but even for a 10-year old tank. In addition, the lack of a written contract or any records is baffling!

Good Afternoon ***,

Thank you for providing the information and I apologize for any frustration caused. If you would like to discuss your concerns further please email me and I would be happy to discuss.

Thanks Nicole

********@***************.com 

 

Non reliable neither trusted services Very poor customer service. Keep billing for Rental water services which is never provided. No one is fixing problems for last 1 year

Hi ******, thank you for your feedback.  Please email me with your account details and a description of your concerns and I will be happy to assist you- Gemma ********@***************.com- Gemma

THE BUY OUT FOR 10 YEARS OLD WATER HEATER OVER 600$ NOT NEGOTIABLE, THE PRICE FOR AC UNIT 10 YEARS OLD 2700$ NEVER AGAIN IN MY LIFE TO DEAL WITH RELIANCE

Good Afternoon, 

I apologize for any frustration caused, if you have any further questions or would like to discuss please contact me.

Thanks Nicole 

********@***************.con