Reliance Home Comfort

I recently had a water heater replacement with Reliance Home Comfort, and unfortunately, my experience with their service has been incredibly frustrating and disappointing.

Upon the water heater replacement, my family and I noticed an unpleasant smell and a pungent taste in the hot water coming from the tank. While the cold water seemed fine, the issue persisted with the water from the heater. Multiple service calls were placed, but the technicians were unable to resolve the problem. This led me to escalate the matter to a manager and a skilled technician, both of whom advised waiting for a few days for a follow-up. However, no one reached out as promised.

After more than 10 days of ongoing issues, I contacted Reliance Home Comfort again on January 18, 2024, seeking further investigation into the matter. I was given a reference number and assured that the head office would call within 48 hours to arrange for a new tank replacement. Disappointingly, no one contacted me within the specified timeframe. Upon reaching out, I was informed that the case had been closed without resolution.

This lack of communication and failure to address the ongoing problem is unacceptable. It seems that Reliance Home Comfort is more interested in securing customers' money than providing satisfactory support when needed. The frustration of the customer appears to be disregarded, and the company seems unresponsive to genuine concerns about the quality of their service.

I have been assigned another reference number (Ref#31799877) after expressing my dissatisfaction, and I am left hoping that this time someone will address my concerns and provide a solution. However, the repeated issues and the company's apparent unwillingness to rectify them have left me questioning the reliability and customer-centric approach of Reliance Home Comfort.

In conclusion, based on my experience, I cannot recommend Reliance Home Comfort to others, as their customer service has been far from satisfactory and has failed to resolve the issues with the water heater replacement.

Josh came out to help me with the lease of a new furnace. He was very pleasant and helpful. I was very comfortable talking with him and it was a sales visit I actually enjoyed!
He helped me select the best furnace for my home.
Josh is very personable, quick to smile and great to talk to.
Thanks Josh!!

I filled complaint with the BBB and their escalation team come back with " we have put a hold on sending to collections or any interest bring charged..what the heck!!! I have also asked for information to escalate higher but they have not provided any information for their ombudsman or next level of complaints. My account in paid in full only their mistake is outstanding so on them not me!! On my current monthly bill I might add!! This is not a customer service gesture when the error is theirs. I will pay my bill and advise all my friends and family as well as everyone here. Beware of reliance they are horrible. They made a mistake with people's accounts back in July, only caught it now so 6 months later are charging their clients for their mistake and any acknowledgement or corrections they are calling a customer service gesture...what a joke!! As soon as we can leave them we most certainly will.

Sincerely,

Terra And Eric Miron

I recently had an electrical Panel Change done. The electrician Adam did the diagnosis to the problem and recommended I upgrade from Fuses and get a panel change. He was knowledgeable, friendly and explained the issues and solutions. He went over and above my expectations. And reassured me of the positive change I was making. After the panel was changed he made sure EVERYTHING worked each light, outlet and made sure appliances all came on. He even labeled the panel box so I know what switch is for what area. I am very lucky. He took the time so I felt safe, He made this experience a pleasant one. Thank You Adam you are an inspiration and you work is really appreciated. Thank you
Lola from Hamilton

I did not have to pay an instillation fee, first 6 months free, 26.99 there after because I also have a water heater. The install was extremely quick (the next day). Great service by the tech who came out to test and the people that installed. So far I have 0 complaints. Just need time to figure out if it works with my water.

Do not recommend trying to get anything out of the claims department with this company. We started a claim for Reliance to pay for a window on October 12, 2023 when we had to replace our basement window after their technician slipped and broke the the current window with the new hot water heater we were needing to have replaced.

After several attempts to contact a representative on the status of our claim, our emails are ignored. We are only asking for the cost of the window, without labour. You would think with all of the technology Reliance has at their fingertips this would be resolved before now and we would have had a cheque submitted to us for the cost of the window by now.

After 11 years renting furnace and AC I called to pay out my furnace and AC. I got the price and I agree to pay . Costumer service Kim told me that she did it and gave me the confirmation # and she told me that when I got the bell it will be the last bell . Also I will pay until the day I call and not the whole month rent.
The bell came and miss Kim did everything wrong .
Kim let me pay out only AC and continue rent furnace.
For AC that I pay out ,I have to pay all month rent.
When I call to explain that it is Kim fault for two hours and no one can solve Kims mistake. It end with I did another request to cancel the rent for furnace and I pay the rent 80 $ for that month.
Very bad experience, they cannot solve mistakes that one of their employees did and told me that there was no request. Put one of them told me there was a note but we dont know why the request to cancel the rent of the furnace didnt go through.
I want my 80 $ .

We were very impressed with the service call to fix our furnace. His knowledge was very detailed. We were also very impressed with the team that installed our new furnace. For that we give the company 10 out of 10.

I was billed for charges I did not agree to and when I called customer service Shaz laughed at me and told me she would cancel the protection plan that I did not want nor sign up for but that I would need to pay for a years worth of services in order to do that. I am so livid. Every time I have to deal with this local company I get someone that either laughs at me, cant speak English, or I cant understand them.

We had the pleasure of dealing with Jason a reliance representative, who was very efficient when explaining the process of obtaining a new furnace. He did a follow up with us as well. Every company could learn from the reliance level of excellent service.