Reliance Home Comfort

I was about to pay my bill for $123 which they charge every three months when I decided to call them and ask what it would cost me to buy my aging water heater. I was told $281 plus tax. When I said I wanted to buy it and pay everything off including my outstanding bill the lady I was speaking to let it slip that the $123 I owed was for the upcoming three months. In other words, for services not yet rendered. She then transferred me to billing.

When I told the guy at billing I wanted to buy out my water heater he said, 'No, problem, it is $281 plus tax added to your outstanding balance of $123.' I then told him that the lady who transferred me told me that the $123 was for services not yet rendered. He went to speak to his supervisor. When he came back he tried again to add the two sums together. I protested, reminding him the bill for $123 was forward payment, but whatever days I had already used could be pro-rated. He went back to his supervisor again. He came back with a pro-rated sum saving me about $80. I was assured that the total amount I was paying them, which was about $365, would be the final payment. That was on Wed, August 16, 2023. Three days later I got another bill from Reliance, this time for $13.50. I guess I will call them on Monday to find out why.

I'm wondering if the lady who reminded me that my outstanding balance was paid at the beginning of each three month period, not the end, got a stern reminder that's not how we do business here. You don't let the cat out of the bag. And did the guy I first spoke to at billing know it didn't make sense to add the $123 to the buyout? It would be hard to believe he didn't.

Reliance is currently controlled by the family of a Hong Kong-based Chinese-Canadian businessman through two of their holding companies. Do they know this is happening?

By the way, if you have an older water heater, it is probably best to Buy it out.