Don't Get Burned At The Door

Consumer Checklist

Don’t get burned at the door. Make an informed decision before you sign on the dotted line. Reliance Home Comfort, Ontario’s expert in home comfort, suggests asking sales agents these key questions to help protect against unscrupulous sales tactics.


  • What company do you represent?
  • Can I see your company identification? Can this be verified?
  • How long have you been in business?
  • How many service technicians do you have in my area?
  • If I need assistance or service, can I reach someone 24/7 by phone?
  • How much will it cost me if my needs change and I need a larger or smaller water heater?
  • How many customers do you have?
  • What is the term of the contract?
  • Will I have to pay exit fees if I break the contract?
  • How much higher are your rental rates?

Before You Sign on the Dotted Line…

If you’re satisfied with the agent’s answers and are considering signing a contract, you may want to contact your current provider to discuss it. Make sure you ask about their Code of Conduct, or consumer satisfaction guarantees. Don’t feel pressured to make a decision right then and there. It’s your doorstep, and your decision. 

Ontario’s Consumer Protection Act

If you decide to sign a contract, remember under the Ontario Consumer Protection Act you are guaranteed certain protections when you buy at the door. Those protections may include the right to cancel any contract within 10 days, a minimum warranty on the quality of services and more. So if you change your mind and have ‘buyer’s remorse,’ you may be able to switch back to your current provider.

According to the Consumer Protection Branch of the Ontario Ministry of Government Services quoted recently in the media, if the installer initiates the initial contact and installation within the 10 days, the buyer still has the right to cancel.  However, if you’ve solicited the product and requested the installation in this cooling off period, perhaps because of an emergency or leak situation, then the installer is entitled to reasonable compensation for installation or removal.  Check with the Consumer Protection Branch for more information.

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