Reliance Home Comfort

I moved in October 2008 in a new house equiped with a State Premier water heater. In January we ran out of heat and consequentay of hot water. It took ten visits and one month to fix the issue as either parts were not available or timing was not good for newly arrived parts as the technicians were caught in other emergencies(one customer was not having heat for many weeks and therefore he had priority). Customer Service was inefficient and rude (their office was located in a much warmer area than Ontario).

Tomorrow we will be expecting I think the fifth service for this year as we are experiencing a massive leak in our basement. Fortunatelly my wife discovered it in time and we shut the equipment assited by a not so couteous customer service representative from Reliance; I guess he is new and has not read the company's mission . We are in October and no heat or hot water tonight. Another handy Reliance technician shall exercise his expertise on this un-reliable piece of equipment within 24 hours service frame. Safety is an issue which is not really scrutinized during all these interventions.

On their site they state their mission with words such 'piece of mind; for customers, burt really they are not up to the Canadian winters: experts are not really experts and the main role of the customer service is to buffer situations and keep their managers clear of phone calls.

Comfort seekers do not be fooled: hat piece of equipment in your basement shall keep you preocupied and un-comfortable with a frequency you may not anticipate.

Dan Dragici. Guelph.Ontario

If your thinking of using this company don't walk, RUN, thay will leave you in the cold and broke!!! After 7 years of "service" these people condemed our funace for a heat exchanger with a hole, stainless steel, life time warranty heat exchanger. Of course they are more then happy to send out stooly to sell you a "good" furnace right away, too bad they were not as apt to tell me about the life time warranty on my old one(ALL the other companies did right away, 7 companies by the way). Personally, after seeing the condition of the inside of my old furnace (the one these people were paid to maintain), I have a feeling this is how they make there money, get it to stay working but don't maintain, the dirt was over an inck thick, REALLY!!! This is what I was paying for, stop by, do a halfassed job and wait for the furnace to finally die so they can over charge you for new one, and start all over again. I hate this company, they screwed me but good, don't let it happen to you!

I moved into my home a month ago. I have been a customer with reliance in my previous home for a Hot Water Tank Rental for over 6 years (with one service call, which had been a good experience). The tank in my latest home is 14 years old, so it was not a major surprise to encounter an issue. However, the level of service from Reliance has been as poor as anything I have ever encountered. When I first called in to report the problem, the service agent advised that it would take about two weeks to get a service call (Two weeks without Hot Water)!. After escalating, I was successful to get a service call within 2 days.

Prior to calling reliance I had personally inspected the tank very closely, including the ventilation piping for sings of problems. I had also had the home inspected prior to the purchase (a very thorough inspection). I had shut the power off to the tank based on the very loud noice that was coming from the tank. When the contractor arrived and I turned the power back on, he advised the issue was my furnace and not the water tank (even though the sound was clearly coming from the hot water tank and that the high efficiency furnace has no connection to the tank).

15yr old hot water heater.! Reliant sent serviceman Oct 11 2.30, James came, told me heater can still go for a long time, as I chat with him, he was made aware of my chimney liner "Infraction, against Code" he said, shut down my heater without warning. Flabbergasted, being long weekend, without hot water, I told him to turn it on, pretended to, wanted me to sign infraction, I refused,,, he apparently went out to turn off my gas meter outside!!!! Fortunately, previous week, a reliant subcontract, very excellent service, whom, I had a phone, ... texted and called him..... he checked with supervisor and came at 10Pm to light up my pilot lite and told me no infraction! I spokle to customer resolution , told that duty to prevent customer from danger! Told her that reliance than had a problem because, 3 reliant guys including regional manager came when I had "signed" up with Nationa; Home Services. I'm being bothered once a week on my cell warning about competitors! Oh! was their a flurry they were going to lose a customer. They told me my chimney liner was fine as long as this obsolete heater stays So James serviceman had the nerve to turn off my heater and also my gas meter out!!! Such a company should be taken to task by TSSA Inspector! They think they have monopoly! boasting over 1 m customers they say, whenever I tell them I am goiing to buy my own.! Many are now buying their own water heater so they dont have to deal with such tyrannical service ever again! Was givne 3 months free rental for the trauma! Should be free rental for the rest of the life of this water heater! If not for the great subcontractor guy, I would have been without hot water or heat in mid Oct!!!! Disgusting is too mild!

Very, very poor "customer service"...probably best described as customer run-around!
After purchasing a home with a very old (15 years), very inefficient rental from Reliance, I called to inform them that I was replacing their relic with my own and that we would gladly return it to Burlington...where according to my HAV man they will promptly put it out to pasture given its age.
What a fiasco! From having to listen to their predictions about how much more owning my own system was going to cost me, to a "disconnected" call, to expecting ME to pay THEM for delivering THEIR unit to them.
What a joke! Not only have I cancelled my order to install a Reliance Home Security system, I will now never have anything to do with this company - ever.
May you go the way of Bell Canada when more agile and accommodating new companies swoop in and provide real service to those who keep you employed!

I purchased a home with rental hot water heater (we didn't know at the time) but upon discovering we promptly called Reliance to have them come and pick up their rental hot water tank. We paid the cost of uninstalling their unit and installing ours. They gave me the run around about taking it back, then with a lot of arguing gave me a reference number so that I could drive the unit to them myself. I have no way of transporting unit to them. They told me that is not their concern and quoted me a $125+HST to come and pick it up. They are continually billing me for this heater. I have put a complaint in with BBB. This is the worst company I have ever dealt with. They find anyway to charge you and quote a contract that was never signed. Buyer beware!

I estimated a furnace for 2500 by the time we were done with all the upselling and extra fees and costs it was 3500. the furnace installation took 4 days because they kept missing parts. i called the company to complain but i had already paid so I had to just wait. i would not recommend reliance to anyone.

We've been very satisfied with Reliance as our water heater company. The rental rates are fair, and we've never had any issue with service or with bill payment. I would recommend Reliance

We had just bought a new home and within a week suddenly realized our hot water heater was not working at all, and it was after 10pm. We called Reliance and learned that the water heater was not covered - they sent someone out to take a look for us.
The gentleman who came to our home was great. He fixed the faulty equipment and then showed us a few other issues with both the furnace and the central air. He did not try to 'sell' us further services - just showed us what to look for, how things could/should be fixed, etc.
I was very impressed with the professionalism and courtessy. Needless to say we now rent from Reliance and have purchased a service plan from them.