Reliance Home Comfort

Ref: RCS7637833
BBB Complaint case ID: 1337965

I am a furnace & AC rental customer of Reliance Home Comfort since March 2016. As the >30C heat wave hit GTA in May, we found out that our air conditioner did not work, where the compressor had no response when I turned on the AC. An appointment was made with Reliance on May 25, where a technician showed up and did a thorough inspection. He concluded that the system was not being installed properly. He explained that we were renting an energy efficient two-stage system but the installers only set up a single-stage one for us as they did not provide the correct wiring. We were told to schedule another appointment to fix the issue. The technician left after disabling our system, including the fan (which made the house very stuffy).

Right after the inspection, I called to arrange another appointment and was told that a technician would come in on May 29. However, there was no show after I waited an entire afternoon. Then I checked the appointment email where it says May 30 instead. I immediately called the service dept and was surprised to hear that my appointment was moved to June 03 instead! What seemed like a simple repair appointment was somehow scheduled with 3 dates… with much confusion and miscommunication, and without any confirmation. Later that day I spoke with the supervisor and was given another appointment date on May 31. This time I wanted to make sure there be no mishap so I called their service dept, and they confirmed with me the exact same May 31 appointment date over the phone.

Then came following morning, I received an appointment email saying someone be coming on June 01. I was shocked and angry how they totally screwed up this whole scheduling. How could there be 5 different dates given for one service appointment, and still no service is made?
So I called their service rep and was told June 01 (but no trace of the previously promised May 31 with supervisor). I was told that a supervisor will call me back but I received no call at all.
My 2-yr-old daughter who just started up a flu, had experienced aggravated symptoms in such heat wave without proper temperature control and ventilation in the house with high humidity. Her worsened health had caused her twice to the hospital ER. We ended up relocating as our home had become inhabitable.
At this moment, no solution is provided and no clear communication is made. I have lost trust to anybody I speak with from Reliance.

Another issue… As we signed contract with Reliance 3 months ago, we were told that we would be given an incentive ID so we could proceed with the rebate process. During these 3 months I contacted Reliance 3 times (twice over phone, once email with sales rep) for the ID and received zero feedback.
I am deeply disappointed and furious with Reliance’s services. I have lost all confidence with Reliance as it seems that their services and professionalism are obviously empty and absolute failure. I am fed up with being circled around and still no service date can be firmed.