Reliance Home Comfort

Bought townhouse, came with reliance equipment. Never received the contract (after dozen of requests and assurances it will be provided), they just arbitrary billing us and the previous owner, they created some bogus accounts on our names and also did try to bill us, added "services" and "protection plans" without asking and did not remove it for a year, after we specifically told them to remove it, recalculated all fees without any explanation whatsoever, and now they sent another bill to our tenants, after telling them they not dealing with tenants... Every time we call to sort it out we hit a wall of incompetence or a strategy to waste our time- they don't know what is it, they can't do these changes, we need to wait another month to see the changes etc... and nothing changes. Have I mentioned we still don't have a contract after a year? Oh, and after 6 months or so the lawyer of previous owner contact our lawyer asking us to compensate them - apparently Reliance did bill them all this time too! It seems the strategy of the company is to open an account and start billing whatever, and let customers to hit the unenterable wall of so called "customer service"

Excellent service ! Very professional, efficient and thorough. Took the time to explain and demonstrate the thermostat programs and gave the AC a complete overhaul and clean. We have a number of plans with Reliance and have always received first class service, I would highly recommend them.

They were very knowledgeable and polite and worked efficiently at installing the heat pump furnace and air conditioner.

Excellent customer service! Technicians are very detailed and professional. Really a great company to work with.

Very pleased with my purchase and all the employees who were working on this to come about.

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.

The service tech was very polite and very honest. I wish that reliance would provide hot water tanks that we could own.
I think that reliance is lucky to have a tech so professional.

I want to share my frustrating experience with Reliance Home Comfort after purchasing a townhouse in Toronto. I was required to take up the water heater, air conditioner, and air handler rental as part of purchasing my property. However, they went ahead and added electrical and plumbing protection plans to my bill without my consent. When I saw the extra charges on my first bill, I called to cancel those plans and get rid of the charges. Instead of helping, they offered me a so-called "free trial" for a month. They also suggested I book a home inspection and an electrical inspection to prove the usefulness of their plans.

So, I took their advice and had the inspection done. The electrician verified all the plug points and said everything was okay. He even told me new houses like mine couldn't have any issues. It was obvious they were trying to justify their unnecessary plans.

But things got worse when I decided to cancel those plans due to their terrible service. Instead of agreeing, they told me I had to pay the first few months' charges that they initially said were waived off. Their excuse? They claimed my agreement for an inspection meant I agreed to the charges.

What really gets me is how they tricked me into getting services I never even wanted, just so they could squeeze an extra $100 out of me on top of the already crazy $200 monthly equipment rental fees. It's unbelievable that a company would stoop so low to make money off their customers.

To make matters worse, their customer service was beyond rude. They were disrespectful on the phone and I have been threatened with multiple emails to send debt collectors after me and my credit score would take a hit if I dont pay up these bogus charges.

I'm absolutely disgusted by how Reliance Home Comfort treated me. They roped me into something I didn't need or want, and it's clear they care more about money than keeping customers happy. If you're thinking about using their services, think twice. This company's tactics and attitude are just plain wrong.

Despite a very ineffective Pre inspection, The techs arrived on time and came up with solution when there were issues. It was a great experience overall.

A big shout out to Bruce. Professional, knowledgeable & efficient. 20 mins done-even cleaned the coils. Wow that is service. Thank you Bruce!