Reliance Home Comfort

Our water heater sopped working. So I called Reliance and booked appointment with technician. Nobody showed up. I called Again and booked Appointment technician showed up and changed something and said 45 minutes then you will get HW. After 3hr I used the sink No hot water had call and booked Appointment for 3rd time waiting for 6 nobody showed up . called for 4rd time and booked another for tomorrow morning. For 2 days we have been waiting to get HW still not sure if someone will come to fix it or not. Imagine in winter a family of 5 individuals including 3 young children have no HW no shower for 2 days . Very poor service

Everything is going as planned and Shane has provided excellent customer service and looking forward to a problem free installation !

Don't Be Fooled

Like most other genuine reviewers, I also received very poor service from Reliance Home Comfort, but I finally took my concern to the company CEO, the presumptive repository of corporate wisdom and conscience. The gist of my message to him is as follows:

A service technician responded to my complaint that my water heater was producing insufficient hot water and that its blinking LED green light status was coded Weak pilot signal on last call for heat. By the time the technician arrived, the GFCI outlet had tripped, the water heater turned off, and the LED disappeared.

Without any reference to my complaint, the serviceman (who turned out to be an electrician) declared with God-like certainty that the electrical outlet was the problem: it needed to be a dedicated outlet and the three wires attached to it made it non-compliant. He was adamant the outlet had to be replaced with a dedicated one directly from the fuse box at my cost. He offered to instal it for $300-$500. His underlying allegation was that the homeowner modified the electrical outlet from what RHC originally installed.

I firmly objected. The installation is original, and the extra wires have to do with the furnace, which RHC installed. Its highly unlikely that both RHC furnace and water heater installers used non-compliant electrical hookups, and that none of the service people who visited over the past several years, failed to recognize the non-compliance. Moreover, the technical instructions for installing the water heater says nothing about a mandatory dedicated outlet. Notwithstanding, if the outlet is non-compliant, its RHCs responsibility to fix it at its own cost. (I subsequently checked, and my two neighbours have the same electrical set up. Another electrician neighbour confirmed that theres nothing wrong with the outlet.)

The CEOs intervention, through his assistant, led to a dead end. She repeated the same line the serviceman gave me, and when I asked for a certified electrician to inspect the electricals, she wrote that it would cost me $100, which I expectedly turned down. I dont know what RHCs game is with the water heaters electrical outlet, but my heater wasn't diagnosed nor fixed.

Interestingly, on November 28, 2023, ryan in Toronto complained on Home Stars about the same experience, which also fizzed out in a dead end.

Homeowners should take note that RHC ratings are predominantly at the extremes - 1/10 and 10/10; few are in between. Consequently, I encourage homeowners to take seriously a company's negative ratings.

Our 14 year old furnace decided to call it quits. The reliance technician was professional and arrived on site fairly quickly. There wasn't much he could do to save it. He arranged for a meeting with Majid our service advisor. He arrived with an hour. Was very professional and had a really great no pressure approach.
The new furnace and A/c were installed by noon the next day. Really good experience overall

Terrible company; charged $7k for a water heater over 11 years for something that costs $1k. No RENT TO OWN; KEEP CHARGING Forever. What a bad deal!!

Called customer service; they keep dropping the call. Each new customer service rep tries to deflect and keeps me hanging. Terrible. Stay away.

Great team work. Andrew came to clean my noisy 12 yr old furnace and i asked about replacing it and my 40 yrs old AC . That evening Rene, the sales rep dropped in and set up the installation for the next day. It was done in 5 hrs that same day. Super fast from start to finish. We asked the crew to wear masks ,as my wife is high risk for infections. They did this and cleaned up after themselves. Very polite crew and everything was explained to us

Service department withheld the truth several times a about the broken dip tube resulting in lukewarm water in the morning when it was needed.
The truth was revealed by their salesman trying to sell ua on a new furnace.
The service department refused to follow the the manufacturer's instruction to flush the tank for sediment at the minimum yearly.
Several local professional plumbers said that it should be done as stated by the manufacturer but Reliance said that is was not necessary. I finally had enough and terminated the service.

"I have been a rental customer for a water heater from Reliance Home Comfort for over a decade. Recently, when I called them for service, the technician pressured me to upgrade to a power vent or tankless water heater, which I declined. Shortly after, they tagged my water heater, making the vent unusable, and left me with a hefty repair bill from a contractor they recommended, likely with the technician getting a cut.

I opted to switch to an electric water heater to save on monthly costs. Despite confirming everything over the phone with their agent, the technician or electrician who came left a bill of $395 with my tenants, which I, as the account holder, never signed off on. No new line was run, and I never had a power vent water heater installed.

Later, when I needed to change to a larger tank size, I was assured by the agent that there would be no extra charge since we were only changing the size, not the type of water heater. However, it took over a week to get the correct tank installed, with one technician even leaving a wrong tank on the property without follow-up.

Even after multiple calls, the correct tank was installed, but the technician never bothered to call me and left another invoice of $395 with my tenants. When I tried to resolve the issue with their customer resolution specialist, I was told they couldn't help since I wasn't on-site, and they instead noted on my file to not offer me service in the future.

Thank you to Adam and two of his colleagues (Joey and Gordy). Home inspector missed knob and tube wiring in the home. Had to rewire second floor and attic and some of the first floor. Adam was professional, friendly, and honest. Always communicating what they will be doing. Always on time or even early. Thanks again for making an unexpected problem and stressful situation easier to deal with.

I had a technician come out on march the 6th 2024 after calling reliance and telling them my concerns and damage unit caused to rental unit i was renting the technician removed the unit and took it with him and they are telling me he did not and saying the the technician has past away and there is no way of them knowing if he took the unit or not im sick to my stomach thinking this is how they do business the technician said " im here for equipment verification thats all" and took unit with him and the 2 new cartridges for past 2 years of unit not working now they want me to buy out a unit that does not work nor is it in my possession I want a manger to contact me over this and the contract I have in my emails from Ken stating im the home owner and im not I want this canceled as my health in not great to deal with this