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Reliance Home Comfort Reviews & Complaints

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1.2
Rated 1.2 out of 5
1.2 out of 5 stars (based on 86 reviews)
Excellent4%
Very good1%
Average2%
Poor2%
Terrible91%

Bottom line

Renting a water heater or other home appliance from Reliance is similar to buying an extended warranty as it works as form of insurance. You pay more for the product upfront and get support should anything go wrong. However, it is a great moneymaker for providers and a bad deal for the majority of their customers and not a common practice in Canada outside of Ontario. Purchasing your own unit can result in substantial savings over time, according to the Competition Bureau.

Pros

  • No large up-front cost
  • Low monthly payments
  • They handle service and repairs

Cons

  • High cancellation fees
  • Many complaints about their maintenance and repair services
  • No coverage for damage caused by leaking tanks

About Reliance Home Comfort

Reliance Home Comfort installs, rents and services water heaters, furnaces and air conditioners to 1.7 million Canadian households primarily in Ontario, but also in western Canada.

The company was started in 1999 as the water heater rental division of Union Gas (now Enbridge), which had a monopoly over a large portion of Ontario. The company worked with home builders to pre-install gas-powered water heaters to increase usage and reliance on Natural Gas as a source of fuel.

Due to regulatory changes, the unregulated water heater rental business was split off as Union Energy in 1999 and acquired by Epcor for $160 million in 2001, spun off as UE Waterheater Income Fund in 2003 and purchased by Alinda Capital Partners for $1.74 billion in 2007 and purchased by CK group for $2.8 billion in 2017.

Who owns Reliance Home Comfort?

Reliance Home Comfort is owned by Hong Kong-based CK Asset Holdings Ltd. (75%) and Cheung Kong (CK) Infrastructure Holdings (25%) owned by Chinese-Canadian businessman Victor Li, and his father Li Ka-shing, Hong Kong’s richest person and 30th richest person in the world, with a net worth of $35.4 billion. They acquired the company from US private equity fund Alinda Capital Partners for $2.82 billion in 2017.

How much does it cost to rent a water heater from Reliance?

Ontario residents can rent a hot water tank from Reliance Home Comfort for $20 to $35 per month depending on the size of the tank. Tankless water heater rentals are commonly found in new builds and cost $35 to $50 per month.

In addition, the agreements stipulate that these charges are increased every year by the greater of 3.5% and Ontario CPI.

These rental agreements continue until the “end of the useful life” of the unit, which is from 10 to 20 years and an average of 16 years. At $35 per month, payments made during the agreement would add up to $4200 to $8400 – 3 to 6 times the installation cost of the tank (about $1500).

Further reading: Is renting a water heater worth it?

Reliance Home Comfort contract example

For installs made before November 5, 2014, the following agreement applies:

You will not be able to terminate this agreement until you have rented the water heater for at least a period of 84 months following the commencement of your rental agreement (the “Minimum Rental Term”), unless you buy the water heater from us in accordance with this agreement.

If the water heater has reached the end of its useful life and we are not installing a replacement, you shall at such time own the unit.

Example buyout schedule

I was not able to find a copy on their website, but I found a few examples online:

Age (Years)Buyout price
41800
53,726
51500
7700
7.52118
8895
9700
10545
10700
11329
11810
12600
141400
14210
15700
1625
1625
20100

How to cancel a Reliance Home Comfort water heater contract?

Agreements started in 2009

A consumer was recently quoted:

  • $150 + HST – Drain, disconnect and removal from the home
  • $150 + HST – Pickup already drained and disconnected
  • $150 + HST – Account Closure Fee
  • $100.00 – Dropped off to our nearest drop off location.

An appointment is not necessary, but the drop off hours were limited to: Mon, Wed, Thurs from 8am to 12pm

Agreements started after Nov. 5, 2014

For agreements started after November 5, 2014 and until November 5, 2024, the 2014 Competition Tribunal orders to Reliance Home Comfort applies, which state:

Termination

  • Reliance shall permit a Customer or its Agent to terminate a Rental Agreement at any time by submitting a Notification of Termination by telephone, facsimile, e-mail or webform.

Removal

Reliance shall permit a Customer or its Agent to:

  • drain, disconnect, remove and/or return to Reliance the water heater that is the subject of the Rental Agreement; or 
  • request that Reliance drain, disconnect, remove and/or pick up at the Installed Address the water heater that is the subject of the Rental Agreement

Fees

Other than any outstanding rental payments and interest charges owed, Reliance may not charge any Exit Charges other than a:

  1. Maximum termination charge of $200 (unit is less than 1 year old) and a maximum of $40 (unit is more than 1 year old and less than 10 years old).
  2. Maximum pick-up charge (not including draining or disconnection) of $65 in respect of a natural gas, a maximum of $125 for an electric.
  3. Maximum pick-up charge (including draining and disconnection) of $125.
  4. Any cost to repair damage to Reliance units only when the following two conditions are met: 
    1. the damaged unit is less than seven (7) years old; and 
    2. the damage was caused by a Person other than Reliance, the proof of any such damage being caused by a Person other than Reliance resting with Reliance. 
  5. Purchase price voluntarily agreed to by a Customer to purchase the unit outright. (optional)

Regulatory actions against Reliance Home Comfort

2014 – Reliance acquires National Home Services, which was fined for door-to-door sales practices

Competition Bureau makes National Home Services (acquired by Reliance on same day) pay $7 million for misleading door-to-door sales

2014 Competition Tribunal consent agreement

After Reliance was found to be using using anti-competitive processes that made it difficult and frustrating to return or cancel their water heater rental, the Competition Bureau issued a consent order ordering Reliance pay a penalty of $5 million and modify its residential rental agreement termination and water heater return policies to:

  • Not require customers to obtain an authorization number before returning their unit
  • Allow a new supplier to terminate a customer’s account on their behalf
  • Not unreasonably restricting where and when a unit can be returned
  • Not charging unwarranted fees to switch providers or terminate contracts
  • Open new return depots

Customer reviews

1.2
Rated 1.2 out of 5
1.2 out of 5 stars (based on 86 reviews)
Excellent4%
Very good1%
Average2%
Poor2%
Terrible91%

Double charging for old water heater that they removed and new one they installed

Rated 1 out of 5
September 28, 2022

After 10 years the old rented water heater broke. Replaced with the tankless heater. Still charging for old one. Calling them every month and same set of dumb questions. Do you still have the older heater. Their contractor did not close the ticket and I am calling them every month. Same run around, in your next bill cycle we would take care of it

Salil

Ongoing issue with reliance for the past 4 months regarding my furnace, still not solved. No heating with colder weather approaching

Rated 1 out of 5
September 28, 2022

Despite speaking to countless people about our problem, it has been ongoing for over 4 months now, with no solution and no plan put into place. It is now reaching the colder temperatures, and I believe its inhumane to be treated like this with colder weather approaching.
I purchased and paid for the furnace in full, in May 2022. When I purchased the furnace, they were friendly and responsive, but then they said said it would take 2 weeks for them to come back to put the furnace in. That ended up taking 4 weeks. Once they put the furnace in, they then proceeded to mention that we would have to wait 2 weeks for the chimney piping to come in. This was never mentioned prior to purchasing, and this issue still has yet to be resolved as of September 23, 2022.
On the first night we also noticed that the furnace was humming, called the next day, they sent someone and they ordered a part.
A couple days later we noticed about 3 inches of water in the duct work. I took 3 shot vacs of water out of the duct work for the next 2 weeks.
They sent a guy to check it, then they sent another, and then they sent the manager. He went under the house and cut a hole in the duct work and used a camera to see the issue. He determined that the coil was too small so there was too much open space. As a result, the water wasn’t draining properly and was going down into the duct work. I still had to take water out for 2 weeks, but they came out and disconnected the central air unit, and replaced the coil with a bigger one, and that seemed to solve that problem. This was near the end of June.
We have been waiting since then for the piping parts for the chimney to come in. I contacted the manager again 2 weeks ago and he said he would get right on it. He even wrote it on his chalk board when I visited him, yet I have still received no help. He claimed that “if he had to, he would drive to Brampton himself to get the part,” if that’s the case, why haven’t I received it over the past 4 months?
This just shows the amount of disregard this company has for its clients. I have no faith in Reliance and I feel taken advantage of as a senior citizen.

Gord

Adequate service

Rated 4 out of 5
September 28, 2022

You can get a good tech or a not-so-good tech. Depends if they are overworked, tired, family problems not so good at troubleshooting? The insurance business is worse, because they try to avoid paying out when the terms and conditions allow. I just purchased a new furnace because the old one was over 22 years old and it had a crack in the heat exchanger. Once the heat exchanger goes, its all over! The new furnace comes with a Reliance 10 year parts&labour, but I suspect they just use the original manufacturer’s warranty(costs Reliance almost nothing) and a Carrier furnace is not likely to fail within 10 years on average.

Stephen

Reliance charges for products you don’t have and refused to fix fix the error

Rated 1 out of 5
September 28, 2022

Reliance has charged me for 5 months $110 plus tax for a hot water storage tank that I don’t have, and have never had. They refuse to fix the error and continue to charge me every month. They even sent a tech out to my house to check that I don’t have the tank.
Reliance is the worst company I have ever dealt with. I would never recommend them to anyone.

Linda

No way is service as sold

Rated 1 out of 5
September 15, 2022

Purchashed ac and furnce agreement and water heater as a rental agreement. Salesman said Reliance would be in every 6 months to performance maintenance.Don’t believe that. I had to call over a year and subsequently to get a furnace filter after way over should have been changed. Something smells like sales fraud. If I chose to buy out the equipment it wasn’t properly maintained. Reliance you are stinking busted.

Dan Baka

Leave a review or submit a complaint

If you have experience with Reliance Home Comfort, we’re interested to know your thoughts. How long have you been with them and what do you think about their service, contracts and value? Let us know by leaving a review and sharing your experience below!

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2 comments

  1. As homeowners we were also shocked three years ago when we went to get a line of credit and were turned down because of a lien Reliance put on our house. We had no choice but to pay it off, which was a lot of money! We got a lawyer and it was discharged. It’s been three years since that happened and we went to extend our line of credit just two months ago to find out that the lien was never taken off! ! Apparently, the Land Titles Registry Office doesn’t have to tell homeowners when this happens so the owners could still have a lien even though you have a discharge. Maxium Financial was the company Home Reliance went through to put a lien on my property, but Maxium Financial had changed their name to a numbered company and it’s necessary to include that in the paperwork when taking the lien off. The Land Titles Registry Office gave Reliance 5-8 days to fix this paper work in order to take the lien off and Reliance never bothered, so the Registry withdrew the discharge and kept the lien on the house. Here we are three years later, we owe nothing after paying reliance a huge lump sum of money, and we now have two lawyers trying to contact someone at Reliance to help us (specifically, the woman who signed off on it the first time they tried to discharge it). She won’t return their emails and calls. My lawyers don’t understand why they won’t take the time to fill in papers to take a lien off of our property when we don’t owe them any money. This is our life that they are messing with. We cannot secure any line of credit ever again with any bank until they complete the paperwork and have the lien taken off. What are they gaining from doing this to us, after paying them three years ago. Unfortunately, we are now discussing court action at this point and going to CHCH media, who is very interested in this story if they have more people willing to share. It looks like there are many, so this definitely is an option I will now start exploring this week.

    Reply
    • Sounds familiar. It is becoming a fight to get the lien lifted on my property. Just see who owns Reliance and you will understand why there is a ‘don’t care attitude’