I'm beyond frustrated with Reliance Home Comfort. My AC broke Tuesday (July 15/25) and I scheduled service Wed (July 16) specifying that my friend would be home Friday (July 18) between 1-5pm, and I even left his direct contact number. Instead, the tech showed up at 2pm, rang the doorbell once, waited 2 seconds, and left. No knock, no call; even though Tim was the only person available. That doorbell is linked to my phone (which I had on me at work), so no notification reached him. Within 20 minutes, I called Reliance; was promised someone else would come before 5. Nothing. By 6pm, I was told they don't know when a technician can actually come. I've been shuffled between reps, no one takes responsibility, and I've now wasted a full day and had to cancel plans. I placed my pets in someone else's care for their comfort since Wednesday and now I still can't bring them home. As well I've been in quite a bit of discomfort in a sweltering house. Reliance failed spectacularly in communication, execution, and accountability. If you rely on their service to keep your home functional and comfortable, beware your time and comfort mean absolutely nothing to them. read more

Completely rigid and unhelpful. I am stuck with a five year contract for three google nest smoke detectors and they will not budge. I am a ten year customer with multiple appliances and the best they will do is have the google garbage checked and reinstalled. I want the damn things gone. I can not wait unit my other units contracts expire and I can have them pulled out. DO NOT use Google nest products, and do not use Reliance. Total garbage product and customer service. read more

Had a humidier installed.. they undersized it for my home , so it doesnt work properly.. 1.5 months of customer service run arounds and still no resolve. I highly recommend using somebody else!! read more

Do not use this company despite how many positive reviews on Google or A+ BBB rating. Reliance seems great until you actually have a problem with their equipment or services. Have had faulty furnace for almost 1.5 months. Maybe works half the time. Have had a tech come 9++ times now. The HVAC techs and Call Centre staff have been wonderful. But, the company completely lacks accountability and fails to honour warranty. There seems to be no communication within the company itself. Have had several techs over for the same issue. The first 5-6 did not seem to have been provided any background information. read more

Worst. Absolute WORST customer service. Think you will be covered by renting from them? Sure if you don't mind waiting 3 weeks for parts. Hope you don't need heat or AC. 50 minute phone calls. Customer Resolution Centre (3 tiers into customer service). Says they cannot cc me on an email to the managers regarding my issue! What kind of secret BS. Is that? DO NOT DO BUSINESS With Reliance there is no customer service only excuses. read more

This company takes advantage of senior citizens. Please beware of the sales/service people. My mother was talked into replacing a water heater that was in perfect condition when a sales rep knocked on her door. English is not her first language and after some fast talking and scare tactics she was talked into a contract that she fully unaware of the specifics. For the next 10 years she paid $35/month for water heater rental and $30/month for protection services. When I enquired about a buy out, I was quoted $910.09 to purchase a water heater that *new* costs $1500. If I want to cancel the service is will cost $472.50 to pick up and transport. Do NOT rent or purchase from this company. Or if you do, make sure you completely understand what you are getting into because it will be costly to get out of the contract. This company has taken $7800 over 10 years from a senior citizen living on a pension. It is very sad and speaks to the integrity of the management team. read more

Quite hateful to deal with. A cheque was returned to them because my husband had just died and the account was frozen. Wrote to tell them why. From then onwards was bombarded daily with nasty notes regarding the bill. We have been a customer for 14 years and not once have we been late in payments. They, last week, were sent over the money owing from my bank, still awaiting a receipt. Nita. read more

this company is absolutely terrible. terrible customer service. liars. take advantage of you. read more

I've been a customer of Reliance for many years, never been overly satisfied with their business, but the service technicians over the years have been as helpful as they could be within the comfort plan guidelines. But I recently sold my place and needed to cancel service, they refused to cancel my account unless I gave them the name of the new owner of the property. I think this is such a stupid policy, no other company has required that from me. If I can avoid dealing with reliance in the future I sure will! VERY dissatisfied customer! read more

I don't even know where to begin. I was without ac this entire summer due to one "mix up" after another. Initially no notes were even taken or passed onto the technicians. One technician ended up on FT with another technician and were speaking in another language. I was able to get a good contractor that worked with reliance but after ordering the part needed 4 times, he too gave up. Once this lease is up (from a previous owner) I'm done with a reliance. read more

This company sucks, do not hire them Charge us for an amount to collect our hot water tank which they didn't disclosed in the beginning Charge us for hot water that we didn't use Waiting for a refund of almost $200 that until now hasn't arrive yet and it's been more than a week already But cannot wait to charge you an arm and a leg So my advice is stay far far away way from this company!!! read more

Reliance has the worst customer service I have ever dealt with. I urge all people considering Reliance Home Comfort to find another company. I signed up for their plumbing service this year. I called for a small faucet leak the week of April 19, 2024. Reliance sent a 3rd party contractor to my home on April 19 (a few days after the call). The plumber dissembled the tap and said he would order a new piece which is causing the leak. He left the faucet open and advised that he would return to fix it. I did not hear from anyone for 2 weeks. I called Reliance for an update on May 9 and they had no idea what I was talking about. The lady said she would call the plumber to inquire. I called back one week later for an update. The lady I spoke to apparently had no idea what I was talking about as well and said she would contact the plumber to get back to me (does customer service not take internal notes about our calls?!?). I called back about a week later and, of course, the lady had no idea what I was talking about and said she would call the plumber. The call dropped before we finished our conversation. I waited for her to call me back as reliance always asks for your number incase the call drops. No one called back. I called back 5 minutes later and restated my story to another customer service rep. This rep put me on hold for a while. She then advised me that she got a hold of the plumber who confirmed he ordered the piece but was not sure why it is delayed. She said the plumber will call me back once he gets an update. Until today I have not received a call (May 25 - over 1 month later of not having a working faucet). On May 25, the lady I spoke to advised me that my plumping was cancelled on April 26 - a week after the plumber had come to my house and advised he would come back to fix the faucet?! This is ridiculous - NOT reliable at all. Save yourself from this hassle and do not sign up with Reliance plumping - who's RELIABLE when you hire a third party contractor? Apparently not reliance read more

Dealing with Reliance has been the worst consumer experience I've ever had. We inherited an Air Conditioner rental lease agreement when we purchased our home one year ago, and it has been a nightmare ever since. Their terrible installation ruined our old furnace according to multiple different HVAC techs, and they have taken no responsibility and offered no support. Reliance installed the evaporator coil on the AC rental unit that was incorrect size for the furnace, and installed it so that half the coil was outside the furnace in a makeshift box. This caused freezing of the coil and the water leakage that resulted in rust and ruined our old furnace. This is confirmed by: -The company that replaced the furnace, who said the coil was incorrectly installed originally and did not want to reinstall reliance's coil and risk damaging the new furnace -Verified HVAC professionals on HVAC talk forum, who describe Reliance's coil installation as "ridiculous" and said they would fire any technician who installed a coil like that. Thread can be viewed here: https://hvac-talk.com/vbb/showthread.php?2218431-Different-stories-on-AC-Who-to-believe -Independent HVAC techs we know and spoke to confirmed, and were willing to put it in writing. In addition, Reliance only performed 1 out of 6 annual inspections/maintenance calls they were required to under the contract, which might have caught the damage being done by the "ridiculous" installation. Despite all this, we are not asking reliance to cover the costs of the new furnace. We are only asking that they cancel our contract without penalty (only 1 year left on the contract), and come pick up their AC equipment so that we can purchase a unit and have it properly installed. They refuse to do so, and are asking for $1,100 to reinstall the same coil, which will just cause more damage to our new furnace. Dealing with them is an absolute nightmare. Talk to one person for repairs, a call center in another country to talk about the contract. Multiple cancelled appointments, on hold for hours etc. etc. DO NOT EVER ALLOW RELIANCE to install equipment in your home, DO NOT EVER RENT EQUIPMENT FROM RELIANCE, and DO NOT EVER PURCHASE A HOME WITH EQUIPMENT RENTED FROM RELIANCE. read more

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This company has misinformed my parents who are old and since English isn't their first language, they were tricked into the protection plan. They have had the plumbing protection plan for a year and were promised full coverage for their plumbing services whenever needed. When it was time for some assistance from Reliance, the contractors who came on our residential site to fix the plumbing issue said it wasn't covered under the plan. When I called to confirm the next day with Reliance, the representative said it was, so I booked another appointment again for my folks. The next day when another contractor came in, he said the problematic clog wasn't covered and we called Reliance on the spot with both of us on the line. The Reliance rep then said it wasn't covered after making us run around loops for a good while.. It is very frustrating how Reliance is not-so-Reliable... They should really stop with the false advertisement towards customers and keep true to their words. read more

Terrible Service. I needed a new water heater which should be covered under the rental agreement. When installers came all sorts of extra upgrades and charges presented and I just received a bill two months later with no itemization and a large debit on my account. Horrible company. read more

RUN RUN RUN!!! I had an ac unit installed May 31st. Today is June 15th. It hasn't worked from day 1! Beware reliance uses subcontractors to do the installation and some technical diagnostics. I have had 5 technicians out....each one said it was a different problem. I now have a ac unit in my back yard as a paper weight! I have called numerous times had 3 days wasted of waiting around for these jokers to even come out! I have called numerous times to have the unit removed as I'm going with a new company, with no results. I am absolutely appalled and quite frankly disappointed at their lack of service. The subcontractors who came in put it together with bubblegum and tape. They spilt quite a puddle of PCV glue on my basement floor, instead of telling us they threw installation on it and left. Their water bottles strewn all over my basement floor and garbage outside. Each technician that came in said it's the worst job they have ever seen, including the "head" tech Lino! Each of them told us not to repeat what they said as their bosses will get angry!! REALLY??? Pictures attached!! I asked for the managers phone number, was told he doesn't have a number just an email. Pathetic bunch of clowns. Pictures attached at this sloppy work... read more

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Gatekeeper predatory company and staff. Bought a house with existing hot water heater contract in 2013, In 2014 I contacted them to request a quote to buyout the contract. At the time in was ~$1200. Decided to pay it down for a few years... 7 years later my buyout is $908!!! (I have paid them ~$2100 on a contract I inherited to pay the principle down $300. I requested them send the original contract. They emailed me a brochure stating their rates can change without notice. After 3 calls with them last month for them to confirm my quote in 2014 and eventually claim that I owe them $908, today I moved funds to buyout the contract. They refused my request until I send them the make, serial and model numbers. They admitted they have it on file but need to confirm with me. That is preposterous. Sean O'Brien et al. at Reliance; how does it feel to know you have been scalping people? Too dumb to know, too knowing to care? The latter of course. read more

We have had our water heater with reliance for more than a decade...we have paid their premiums like clockwork...on time and in full. Today our water heater went on the fritz. When we called to report it, we were told that the soonest someone could be by to check it was June 2nd...6 days from today. We asked what we were to do without hot water for 6 days...no response. After a several hour delay a supervisor called us, as per our request. The supervisor told us she would see what she could do, and explained there were "labour issues" right now. Apparently the company does not have any systems in place to care for it's customers and from the previous reviews this has been going on for quite sometime. Beware! read more

Terrible customer service! Close to two years ago I signed up for their Home Protection Plan (heating, plumbing, and electrical). The two times I contacted them with an issue it either took multiple broken appointments for a technician to come, or I was told that the item was not covered under the plan and I had to pay extra. read more

Reliance Home Comfort operates under deceptive sales tactics, adding protection plans to accounts with inaccurate/ deceptive techniques then making it impossible to cancel them. They appear to target seniors , go for direct billing , hoping the customer will simply forget about the monthly charge. read more

Hamilton, Ontario. I had a service call last night to fix hot water tank, 2nd service call in weeks. Service guy came, fixed the problem and left. I went down to basement an hour later and joint on pipe had sprung a leak and water was spraying all over the place, the joint was only half soldered. Called customer service and they told me I would have to schedule an appointment the next day because they had no one to send out, therefore claiming they had no one for emergencies, or to fix mistakes they caused. I asked to speak to her supervisor so she put me on hold and then I heard the phone click. I called again, same thing happened, claiming again they had no one to send out at 9:00 pm because everyone was sleeping. When I was on hold again and hearing phone clicking (it was silent, no music), I used my boyfriend's phone to phone again and told that customer service person, miraculously the first customer service person came back on phone and told me her supervisor would call me back within the hour, I told her if she was just speaking to her supervisor her supervisor could also speak to me and not make me wait another hour for her to return my call. After lengthy debate the supervisor agreed to get some to come out to fix the leaking pipe that they caused. I might add when they insisted I wait until the next day, they suggested I turn off the water. I could not take another day off work either and told them I would be suspended or fired but they did not resonate with them. Not impressed with customer service, they were not willing to repair a problem they caused. read more

I have been a loyal Reliance customer for several years. When I needed your service's the most was on Sunday March 22 2020, at 1853 (6:53PM) when my water heater broke and started spewing hot water into my basement, building up to 2 inches in depth and damaging many items. I called the Reliance 24/7/365 Emergency service number and was engaged with a very belittling female "customer service" person! As I was panicking and begging for help, this person kept saying things like: Michelle like I told you... Michelle there is nothing I can do to help... Michelle our system is down... Michelle you have to wait until tomorrow morning... Do you want me to schedule you in?... Michelle I can't do anything else to help you... Michelle you must know what is happening in the world, there is nothing I can do. As you can imagine, this is very frustrating behavior. I am begging for help. I have a broken rental water heater, and the leak is not stopping. My basement is filling with water and I recalled the Reliance ads keep stating: "Call on Reliance, we are here to help, 24/7, for you, for your peace of mind..." -- well that is not true! -- I am very aggravated, and EXTREMELY DISAPPOINTED, with how this was handled! An emergency call is put off. I work in Emergency Response, and I tell you, If I were to not show up, I will lose my customer! And have my reputation destroyed! What are you going to do about this? AND this is what they had to say: On Friday, April 3, 2020, 02:13:27 p.m. EDT, Noelle Mackenzie Good afternoon, Thank you for your email and feedback. We appreciate this information and apologize for any difficulty you have had. We will be reviewing your account and concerns below. Coaching and enhancement will be provided to those involved to ensure this is not happening in the future. To provide some insight, our systems have been down. All service agents have been manually booking service orders to the earliest availability. No heat, no hot water and leaking units are priority calls. Unfortunately, we are not always able to guarantee same day availability. We strive to provide service as quickly as possible and our call centers are open everyday including weekends and holidays to ensure customers are booked to the earliest time frames. Thank you for taking the time to contact us regarding this. noelle macKenzie | Subject Matter Expert read more

We have Reliance Home Comfort service contract on our heating and air conditioning units. A little over 3 weeks ago our A/C unit froze up. Reliance dispatched a tech who refilled the freon but suggested that a leak detection service was necessary. We heard nothing from Reliance and then ten days ago as the peak of the hot weather hit the unit stopped working again. The earliest service call was today ten days after reporting. The tech spent five minutes looking at system and said it needed leak detection which of course he does not do. We now must wait four more days to have that done. Service contracts are supposed to do away with the need to find and schedule service. They are supposed to provide priority. In our case Reliance provided next to nothing. We will sweat out the next four days at which point I'm guessing still another service call will be scheduled in the future. Say September! Terrible service - not recommended. read more

Buyer Beware: I paid for a water heater rental for almost 10 years at my current home, as well as many years at my previous home; these fees are advertised to provide worry free protection (which is the reason for the high prices). I had a problem today. The individual that came in to service my furnace (not Reliance thank goodness) saw my water heater and said the "Mixing Valve" was leaking and needed replacing. I called Reliance service as I had paid their fee, which supposedly included service, and explained the problem to the service rep on the phone. After sitting home most of the day a service person came and at that point advised that the "Mixing Valve" was not covered, even though it was required to install the water heater. The cost to repair the problem was approximately $500.00. First, service of the heater may or may not be covered but anything connected to it is not, secondly when I called the person I spoke with should have told me up front instead of wasting my time waiting for service and if there are items not covered, this should be made clear when signing the original agreement. When I called the complaints department they confirmed the problem was not included in the coverage but did say they would not charge me for a service fee for the individual that came to my home; how generous of them. Reliance had no problem taking my money all these years but there is no back up when a problem does occur. I figure I have paid almost $4,000.00 for a water heater that costs approximately $1,000.00 new at todays prices (2019). I would have been better purchasing a water heater originally and paying interest charges, if I had to finance it. In my opinion their service contract is not worth the paper it is written on. Beware of this company, they do not honour their claims of coverage. read more

Worst company ever. We made a mistake ordering Air conditioner from Reliance. It was hugely overpriced, but they offered insurance for parts and labor, so we went with it. The AC wasn't installed properly, so we called customer services to fix it. It's been 22 days! since our first call, we call almost every day now, nobody showed up yet. Our issue was escalated numerous times but it still not resolved. These people just don't care. If you are shopping for a new AC please go with smaller company that actually care about their customers. read more

We had an installation appointment set up for a new air conditioner and they didn't show up. No phone call, no text messages. The salesman claims he made several attempts to contact us but we had no missed calls or texts or voicemail. He even came by the house and left his card in the door but for some reason he can't remember what time that was? We have 10 days to cancel the contract and what a nightmare we're having in that process. Contract clearly states that we don't even need a reason to cancel in the 10 days but we're not getting any satisfaction what-so-ever from these people. What a scam!! read more

Caveat. I purchased a plumbing service plan and when I had a plumbing issue they said there was further work that needed to be done. They wouldn't cover the cost of something that would not have costed $40 more. I was not impressed with their response and now I have paid money years without receiving ANYTHING. I fell for it and I knew it was too good to be true. read more

In my opinion Reliance are a bunch of clowns. I am now waiting for my forth visit to repair a faulty water heater. The fist engineer said it was my plumbing. I spent $400 to check out the plumbing only to be told that it was the water heater. I then obtained two other opinions from experts in the water heater that is installed and they both said that it was the water heater and that it needed descaling. I booked a second service call telling Reliance that this was the problem. The engineer turned up on the wrong day and without the necessary fluid used to flush out the scale. ! Fortunately I was in but I ended up being late for an appointment. This time the engineer said it was the water heater and that it did need descaling but he did not have the flushing fluid and the store was closed. He then booked a third appointment for six days later between 1 and 5pm. The third engineer turned up at 4:40. Without even coming into the house told me that he was not able to do the flush because he did not have the equipment. I contacted Reliance and waited 45 minutes to speak to a service supervisor who said that she need to speak to a service manager to find out what needed to be done. Unfortunately she was going home in 20 minutes and so if she could not speak to anyone before then it would be another three days before someone got back to me. What part of "reliance" do this company honestly feel can be put on their service? I will never use this company in any future residence that I own. read more

Very disappointed with service experience. The last problem was booked an appointment for Air Conditioner failure. The unit is leased from Reliance and one of the main benefits was supposed to be preferential service. 20 minutes before the appointment time for the repair got a call saying oops we overbooked. Too bad since it's not an emergency, just your air conditioner you can wait another three days. Then they placed me on hold for almost an hour when I asked to speak to a supervisor. Still not resolved. Waiting for the branch manager Ross Beaman to call me, like that will ever happen. read more

Absolutely brutal customer service. They missed two appointments to install my brand new A/C unit. The first time I turned it on (last week) it didn't work so I scheduled an appointment for them to come out today to fix it. Of course they didn't show up. Not even a call. I called them and they still don't know when they can come. And the company is called 'Reliance'? I'd laugh if I wasn't so frustrated. read more

A completely disfunctional customer service experience is to be had by all upon calling the call centre that is employed on the behalf of Reliance. This of course is not the fault of the call centre workers. It is the manner by which the system is setup. My hot water heater which is 23 years old has been failing for several months. We were getting maybe 5 mins worth of hot water before it would run out. Recently I called Reliance ( the customer service call centre) to schedule a replacement for the tank. Water heaters have a life expectancy of about 16 years at most. Mine had served it's time well. I was unable to get the appointment for replacement. Instead they arranged for a service person to come out and assess the situation. Today the situation escalated. The water tank is leaking and there is NO hot water. So we called again. This time we got an appointment for this evening for another assessment. I again explained the age of the tank, history and current condition. I was told it is their process to first assess the situation. I can tell you right now what the situation is. I have no hot water. I have a broken hot water tank and I have a possible 3 day wait ( for the weekend as I cannot take time off from work for this) to schedule another appointment to get the tank replaced. Does any of this sound like competent and successful customer service? No. Reliance seems most content collecting their monthly rental fee yet completely fail to provide adequate service for those fees. I do not recommend this company. read more

I call Reliance for service. Need a new motor for fan. They order the motor and told me it will be 2000.00. When the supplier deliver motor to my place I ask how much is it and he told me around 1200.00. It is really bad when big and reliable company scam you for $800.00 when they charging you $100.00 just show + good $ for service. (service was good and friendly that why 3 *) read more

As someone else put it, a COMPLETELY DISFUNCTIONAL customer service experience...I booked online for a consultation regarding tankless water heaters at my family's cottage, drove round-trip 5 hours on the day of the appointment (for which, yes, I had received confirmation emails) and NOBODY SHOWED UP. When I called the next day to report that I had been stood up at my consultation appointment, the client service rep confirmed the appointment was in the system but nobody had been dispatched. They rescheduled me. When I called back two days later to request a time-change for the appointment, nobody could even FIND the appointment or any reference to it. Which means I would have potentially driven another 5 hours just to be stood up again! WTF? read more

I would give zero if I could. I got a new furnace and air conditioner. They are more expensive than other places but I thought they had good service so I was willing to pay it. So wrong. The installers were horrible. Everything was horrible. I was promised $200 for a referral and never got it. I called customer service and they were rude. I contacted the salesman and he never replied. Not at all what I expected but would never use them again or refer them. read more

I recently had to replace my air conditioner and furnace. Because of this I had to replace my water heater...a rental from Reliance. I was told that to have it picked up would cost $65.00 but they are trying to charge me $750.00!!!! I will not pay this, its highway robbery!! I caution anyone who deals with this company, the have been charged in the past with treating customers this way...looks like they are up to their old tricks again. read more