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Reliance Home Comfort Reviews & Complaints

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Copy
1.2
Rated 1.2 out of 5
1.2 out of 5 stars (based on 87 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 87 reviews)
Excellent4%
Very good1%
Average2%
Poor2%
Terrible91%

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

Awful customers service

Rated 1 out of 5
September 8, 2022

Terrible customer service water is leaking and no one can help had the main water valve serviced and plumber left the water leaking it’s been leaking for 5 days is this Reliance customer service awful

Vivian

an original customer given run-around about ‘new’ contract not honoring terms of original deal

Rated 1 out of 5
September 8, 2022

we are a reliance customer from when they first started out. 2yrs ago a part attached to the furnace that directs combustion water to the basement drain stopped working. they tried to say we owed them $600.+ for the part. they tried to say our plan did not cover the part by showing me a copy of the ‘new’ type of contracts that they sell now. i showed him a copy of the ‘old’ original contract that we never got rid of that , lo and behold. absolutely covers that part. After much arguing and many phone calls they finally accepted our original agreement and contract., BUT not until all that headache. And then they wondered if we would like to get on their ‘platinum plan’ or some damn thing, for only an extra $100. or so a month. I quite clearly and explicitly explained that under no circumstances would i give up a contract that provides me with all the platinum plan goodies for a fraction of the platinum plan cost. i asked them if they thought i was nuts or something or perhaps they were. no more phone-calls after that. what the !?!?!?

D. Hirvonen

Protection Plans without my permission

Rated 1 out of 5
September 8, 2022

I have been billed for two protection plans that I have never authorized The System Protection Plan and the Plumbing Protection Plan. They have been taking these monies out of my account to the tune of over one thousand dollars!. I have been on the phone daily with them trying to get a refund for these service plans that I have never authorized. All I am getting is the royal run around. I just submitted a complaint to the Better Business Bureau and have also spoken with my lawyer, my next step will be to go to social media. This is totally disgusting! On top of all of this, I am terminally ill and am having to fight daily to get the money back that they took from my account.

Laurie Budd

Reliance Customer Service

Rated 1 out of 5
September 8, 2022

This company was provided knowledge of a move date in March 2022 for end of April 2022 and as of today, August 8/22, are still charging us on our previous property. They are trying to make it our responsibility as the new owner has not signed up an account. This company is destroying our credit rating. An inside sales rep has never returned our calls related to an air conditioning unit that was installed under false pretenses this summer. In addition, we have been trying for over 2 months to have a service warranty under the previous owner transferred to our name. Again, no call backs! Every phone call we have made is over 40 minutes on hold! Worst customer service ever!

Dave and Sandra Callaghan

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’