Reliance Home Comfort

Our hot water tank failed and was leaking natural gas, we tried to have Reliance come out and fix it but we required threats from the fire dept to have them come out and repair it. Reliance finally came out when we had 2 fire trucks and 3 police cars and had already evacuated neighbours. They made the decision to replace our ancient tank, it was leaking natural gas so seemed like a the only option. We paid more than $200 in upgrade fees to have the tank installed and signed paperwork that documented only these fees. A few months later, a foundation repair required we move the tank. We called Reliance and after many abusive phone calls we were quoted a $50-75 quote, followed by a $150 moving charge, followed by a second $50-75 quote and a second $150 moving charge to move it back! That was a possible charge of $450 just to move it out and back again. This was more than half the cost of a new tank just to keep renting from them. We tried to negotiate but to no avail so we had no choice but to terminate our service with Reliance. This involved months of phone calls with differing prices and quotes. They finally came to pick up the tank in a Reliance truck with a Reliance work order and a return authorization form signed, then called and told us we still had it and had in fact theived the tank because they had no proof of return. After months of us calling and begging them to search the warehouse for the tank so we could close our account and pay our bill we finally received a bill with a pick up fee, an inspection fee both of which had been quoted to us and we were happy to pay but they had added a second >$160 inspection fee because we had the tank less than a year! No where in our paper work for installing the tank or negotiating the removal is this fee mentioned and after calling 2-3 times to have the fee removed I was told that despite not having my signature or any documentation other than their own company policy, they can add any amount to your bill as long as you don't query them on install of the tank (Diane empl#1983)! I am more than happy to pay what I was quoted but cannot in good conscience allow a company to randomly add charges. I've searched our failure replacement documentation as well as new install contract on the web and can't see this fee mentioned anywhere. I would warn other potential clients that no matter what they tell you on the phone or sign on install be aware they will add more fees and then claim it is according to your "terms and conditions" (Diane emply# 1983). I just want to pay my bill and be done with them. To think I was considering using them for home security - lesson learned!