Upon moving into our new home last year we decided to acquire a new rental heater and service provider. We chose to switch from Reliance Home Comfort to another water heater rental company. The new company came and removed the Reliance water heater in December (2010) and attempted to return it to Reliance. We were told by the new company that they would contact Reliance and we wouldn't have to do a thing.
Reliance would not accept the water heater stating (I wasn't told this until months after the fact nor did anyone from Reliance contact us to confirm anything) that we needed to personally let them know that we were returning the tank. They did not accept the water heater until February of the next year.
During all of this no one ever contacted us and the only reason we initially found out there was a problem was that we received a bill in January from Reliance to rent the heater for the next three months. I called and have been trying to straighten it out since.
Reliance continued to bill us and still continues to bill us to this day (June 2, 2011) for a water heater that has not been in our home since December. I received just last month a courier notice stating that I still have their water heater and will be charged to purchase it.
I get harassing phone calls on a daily basis from Reliance, sometimes even in the late evening (9 pm) and have been called "ignorant" by one of their callers. I have explained almost on a daily basis what has happened, that we have documentation stating the return has been acknowledged by the company and agreement from the representative only to have the next day someone call and say it hasn't.
I was told on one occasion that I would have to pay a fee to close the account. I never signed a contract with this company, we bought the house and the unit was here. We had it removed and returned.
I have asked at the very least on ten occasions that they stop calling me and harassing me to which they blatantly replied that they would not and subsequently this afternoon we blocked all their known phone numbers from our land line.
The new water heater rental company has told us to ignore the calls. They have advised me that the account is in disputes (whatever that means) and assure me that this will not effect my credit rating. I was also told by the rep from the new rental company that Reliance is just trying to boondoggle and harass me into paying which I have no intention of doing whatsoever.
The kicker is that my mother in law is experiencing the exact same thing with Reliance Home Comfort. How do they get away with this?
To anyone out there who is looking to switch to a new water heater rental company from Reliance, I strongly advise you to do your due diligence in documenting the return to Reliance of their water heater and avoid this nonsense altogether. What a mess!