Review Time
my mom has been waiting for her furnace reffer bonus since November 2025 she bought a new furnace from them and after her refferal I bought one too, she is supposed to get a $250 bonus which the sales rep offered himself....well i contacted him a few times with no answer back i called the reliance customer service few times and was supposed to get call back but nothing, they advertise their referral bonus everywhere so im wondering if anyone really gets it....since the sales adviser filled out the proper paperwork and told my mom she will receive the money within a month so around end of Dec. she was very excited to get some extra money ....I am very disappointed how they ignored her and all my calls and dont advertise something thats not true.
We installed a new furnace and air conditioner with this company during the summer. This winter is our first winter using the new furnace.
Our previous furnace lasted over 20–25 years without a single issue. Unfortunately, within the first two months of using this new furnace, it has stopped working four times due to vent-related issues.
While the company does send technicians in a timely manner, the same problem continues to reoccur, which leads us to believe there is an underlying installation issue that has not been properly addressed.
During our most recent call requesting service, we were told over the phone that the issue is related to the vent and were advised to have my husband go outside and clear the vent every time the furnace stops working. We found this suggestion unprofessional and unrealistic, especially during Ottawa winters when there can be over two meters of snow in the backyard.
We have never had to do this with our previous furnace, which operated reliably for decades. Having a brand-new system repeatedly shut down during cold winter weather is extremely inconvenient and concerning. We expected a permanent solution, not repeated temporary fixes or ongoing service calls.
My hot water tank leaked allot of water in our basement. I wanted a day I couldn't get it to stop leaking without cutting off water to whole house so I did . A tech came he was good he created a new shut off valve. I was upset then the new tank came they two men who I stalked it but the carpet wet no mold used vinegar. The first tech had a 40 gallon with him but he couldn't switch it cause contract says 50. The rules should be changed
It's -30 degrees in Calgary, and on Christmas Eve, the technician arrived to repair the furnace. Unfortunately, he couldn't obtain the necessary part because "everything is closed." His only suggestion was that we would have to manage without heat until Monday. Now it's Wednesday, and this service has been incredibly disappointing.
The technician was excellent—friendly, communicative, and arrived within the promised timeframe, even calling to inform me he was en route. This level of respect for the consumer is truly appreciated. It was a delight to have him in my home for the furnace maintenance check. Thank you for making a great impression!
Do not spend your money on maintenance packages. This service is ineffective; they are primarily focused on selling you insurance. When you actually need assistance, their solution is to replace your furnace or air conditioning unit. The maintenance personnel often lack adequate knowledge, with the competent ones working for other companies. Additionally, the subcontractors they send show little interest in resolving issues, instead pushing for a new purchase. Save your money!
It's hard to believe this company remains operational given their customer treatment. They claim to offer 24/7 service, which is misleading. In reality, they don’t schedule appointments until the following day, and obtaining parts or an estimated arrival time is nearly impossible. Here's a summary of my experience, as I documented everything in case legal action becomes necessary. On November 30th, I woke up to a non-functioning furnace and called the service early Sunday morning. The soonest they could send someone was Monday, December 1st, between 7-11 am. On December 1st, the technician diagnosed the issue, stating that the control board needed replacement due to error code E125. He mentioned that there were no parts available in Ottawa but some in Brampton, Ontario. On December 2nd, I contacted the service again to request an ETA for the part, explaining that I couldn’t work from home and that my house temperature was dropping to 15 degrees. I was transferred to a representative in parts who informed me that someone would be assigned to provide updates and would call me the next day (December 3rd) with more information. However, she didn’t provide an ETA or a direct contact number for this escalation. On the same day, I spent $303.96 on a large radiator heater and a portable heater for both the basement and upstairs, as I was doubtful they would resolve the issue soon. On December 3rd, I sought a second opinion from a local HVAC company, which assured me they could obtain the part by Friday or Monday. They also indicated that under my 5-year warranty, parts and labor might be covered, potentially saving me the $850. I called the service twice on December 3rd, and during one call, they hung up on me. I expressed my confusion as to why they couldn’t provide an ETA when another company could. I also mentioned my frustration about wasting $14.99 a month on an extended warranty for the furnace. I requested a reference number for my cancellation, and the representative quickly complied, likely due to their fatigue with my inquiries, and canceled the part that was supposedly on order. Who knows when it would have arrived? My hot water tank is also rented through the service, and I plan to either pay it off or have another company take over as soon as possible. It's baffling how this company continues to operate with a 1.4/5 rating, clearly indicating that I’m not alone in experiencing their poor service and dishonesty. I've also filed a complaint with the Better Business Bureau, which is currently investigating the matter.
Terrible experience with Reliance. I’m renovating my house. And signed a sales quote for a new furnace in July. As of October…still no furnace. There have been delays and missed installation appointments. The call centre is useless, the Thunder Bay branch of Reliance is useless…the Installation Manager Connor, is especially useless. The delays seem to stem from him, as he does not communicate at all.
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As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance®) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace.
With over two million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
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