Complaints

This profile includes complaints for Enercare Home & Commercial Services Limited Partnership's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Enercare Home & Commercial Services Limited Partnership has 5 locations, listed below.

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• 

  Enercare Home & Commercial Services Limited Partnership

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  Roy Inch & Sons

  3500 White Oak Road London, ON N6E 2Z9

• 

  EnerCare Home And Commercial Services Limited Partnership

  50 Frank Nighbor Place Kanata, ON K2V 1B9

• 

  Roy Inch & Sons

  B1-3500 White Oak Road London, ON N6E 2Z9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m filing this complaint due to an ongoing billing dispute with Enercare involving a duplicate account, unauthorized account changes, misapplied credits, and harassment.
  
  In August 2024, I reported a leaking hot water tank. A technician replaced it on Aug 22, and I was confirmed as the authorized person on account #**** *** *****. Without my consent, Enercare created a new account (#**** *** ***** under ******* ********), closed my original account, and applied cancellation penalties.
  
  I was promised:
  
  6 months free (Aug 22–Feb 22) for the hot water tank ($42.74/mo) and protection plan ($39.99/mo)
  
  A $100 goodwill credit
  
  Only $19.98/mo for furnace + AC maintenance
  
  Instead:
  
  I was billed on both accounts with no notice
  
  I paid $48.74 in Sept & Oct = $97.48
  
  $100 credit was applied to the wrong (cancelled) account
  
  I was sent paper bills and paid $23.99 in error
  
  A future 6-month credit (May–Oct 2025) confirmed by ****** (Ref: ********) remains unprocessed
  
  The closed account has led to incorrect penalties and a balance sent to collections, despite the account being closed without my consent
  
  I submitted full details via email but Enercare repeatedly asks for the same info (account number, address, etc.) despite already having it. I’ve sent over 4 reminders with no real response.
  
  Meanwhile, I receive daily blank calls from Enercare’s toll-free number. This harassment has continued for over 6 months, severely impacting my peace of mind.
  
  Requested resolution:
  
  Apply $97.48 + $23.99 + $100 credits + Cancellation Charges $200
  
  Move $100 credit to active account
  
  Reinstate 6-month billing-free period (Aug–Feb)
  
  Confirm $19.98/month charges only
  
  Apply May–Oct 2025 credits
  
  Cancel penalties and collections action
  
  Send written summary of correct balance
  
  Cease calls and use email-only contact
  
  This has caused serious stress and wasted time. I seek urgent help through BBB to reach a proper resolution.

  Business Response

  Date: 09/07/2025

  We appreciate the customer bringing this issue to our attention.  We can confirm that a $100.00+HST goodwill credit was applied to their October 2024 invoice, *** * **** ** *** ******* ** ******** *** **** *********.  Furthermore, we have waived the outstanding balance on the account ending in **** and have now closed the account.  

  For the account ending in ****, a credit equivalent to 6 months of rental fees has been applied.  Since only four months of rental water heater service (August 2024- December 2024) were paid for across both accounts, we have adjusted the billing for the rental water heater on this account.  The next billing for the water heater will now commence from January 2025- July 2025.

  Finally, we can confirm that the retention credit for the 3-in-1 plan was successfully applied to the account.  * **** ******* **** ****** ** *********

  Please be advised that no further credits are available for your account.

  Customer Answer

  Date: 09/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Subject: Rebuttal
  to Enercare’s Response – Request for Proper Credit Allocation and Final
  Reconciliation

  
  Dear BBB
  Representative and Enercare Resolutions Team,

  
  Thank you for your
  response and the ******** invoice. However, the information provided by
  Enercare remains incomplete, misleading, and inconsistent with the facts of
  the case.
  ?? Duplicate vs. Original Account Confusion
  The invoice provided (*********** for
  Account ending in ****) is from the original account, but
  Enercare has:
  1. Closed the
  duplicate account (ending in ****) without properly transferring the
  credits or reconciling the payments made to both accounts.
  2. Applied credits
  on paper to the original account, yet ignored the double payments and
  credit transfers between the accounts.
  3. Penalized me for
  Enercare’s own account duplication error, which was made
  without my consent or knowledge.
  ?? My Payments and Credits (Summary of My
  Position)
  ? Two payments were made on the original account (ending in ****) that have not been acknowledged clearly in the adjustment.
  ? One payment was made on the duplicate account (ending in ****), which is now closed, yet the funds were not transferred.
  ? A credit for the Hot Water Tank rental through October 2024 was confirmed by ******, but this was never transparently reflected until now.
  ?? The invoice you ******** only shows on-bill credits without actually applying them toward the total or final reconciliation.
  ?? The penalty charged to close the duplicate account is unreasonable and must be waived, especially as this account was an internal Enercare error from the start.
  ?? What I Am Requesting
  ? Waive any penalties or fees associated with the duplicate account, as it was not customer-initiated.
  ? Apply all credits and payments transparently from both accounts (including the $100 goodwill credit, retention credit, and confirmed October hot water credit from ****** to the closed account).
  ? Provide a clear, itemized breakdown that shows:
  All payments made on both accounts.
  All credits issued, including by date and purpose (e.g., retention plan, overpayments, hot water rental).
  Exact net outstanding balance, if any, after applying all of the above.
  ? Provide assurance that this matter will not be reported to any collections or credit agencies, and that no further calls will be made, per my written request.
  Until these specific
  issues are addressed with full transparency, I cannot consider the
  matter resolved. The current response raises more confusion and leaves
  unresolved credits and overpayments in question.
  I respectfully request
  BBB to keep this case open until Enercare issues a final, accurate
  statement of account showing all transactions across both accounts, and
  waives penalties that were not justified.

  
  Sincerely,
  **** *********
  
  

  Business Response

  Date: 11/07/2025

  We appreciate the opportunity to respond to the customer's concerns and provide clarification.

  As outlined in our previous correspondence—and supported by the ******** screenshot—a credit of $113.00 ($100.00 + HST) was applied to the October 2024 invoice. This credit was issued in good faith and as promised; therefore, there is no need for it to be re-applied.
  Regarding account ending in ****, two payments were received: $23.99 on September 14th and $48.08 on August 8th. For the account ending in ****, we received two payments of $48.08—on July 8th and September 12th—totaling $96.16. In total, we received $168.23 in payments across both accounts.

  The rental fees charged from August 2024 through December 2024 amounted to $233.35 (HST included). While there remains a balance of $65.12, we have waived this amount entirely as a gesture of goodwill.
  Additionally, we applied a 6-month rental credit for 2025 at the rate of $42.74/month, resulting in a credit of $256.44 + HST. We also processed a charge for the unpaid rental fees from January to July 2025, totaling $299.18 + HST. All associated late fees and cancellation charges have been waived.

  Please note that there are no active protection plans on the account. Should the customer wish to enroll in a maintenance plan, our call center is available at 1-************ and will honor any current promotional offers.

  We believe the resolution outlined above is balanced and fair. We are unable to offer duplicate credits, additional goodwill adjustments, or waive valid charges beyond what has already been addressed. 

  Thank you for the opportunity to clarify this matter.

  
  

  Customer Answer

  Date: 15/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Dear Enercare Customer Care,

  Thank you for your response.
  To avoid any further confusion and to ensure clarity moving forward, I kindly request a written summary outlining the monthly cost I will be paying for the hot water tank rental, including all applicable taxes and fees. Please also confirm the billing cycle date (e.g., 1st or 15th of the month) and how the charges will appear on my statement.

  For personal and time-management reasons, I would prefer to receive all future communication in writing. Unfortunately, my prior experiences over the phone—often involving long hold times, unclear answers, and repeated transfers—have been extremely time-consuming and stressful.

  I trust you understand my preference for email correspondence and I appreciate your assistance in providing clear and concise information so I can make an informed decision.
  
  
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:26/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enercare recently upgraded my hvac system. We now realize that the brand new equipment is defective. I also want to note I had a previous complaint regarding overpricing from the new equipment. We have had several issues and when we call in a technician comes only to have the brand ac:/heat pump to breakdown in a few weeks or days. There are 3 incidents I would like to discuss:
  
  1) It turns out the ac was never installed correctly and it resulted in the temperature rising to a dangerous temperature. When we called Enercare the agent told me to call 911. The system had to be shutdown and we were without heating and cooling. Instead of providing ac the system was providing heat!
  
  2) After this incident, I got an error message indicating the thermostat was offline. A technician came to fix this. Hours after he left the problem came back. I told them something is wrong with the setup. Another technician came and checked everything and said everything was ok.
  
  3) After the previous incident, the AC broke down /malfunctioned again on June 22. As I write this, we still do not have AC and the last 2 days we have have been experiencing a heat wave wth temperatures going well above 30 degrees.
  Based on the previous pattern if the system is fixed I expect it to breakdown shortly.
  
  
  So to summarize, we have paying for a defective product which keeps breaking down and once resulted in a dangerously high temperature in my house. For safety reason I would like to go back to the original setup. I have not heard back from Enercare when I sent them an email regarding this.

  Business Response

  Date: 04/07/2025

  We are
  currently reviewing the customer's account with the Field Manager. The customer will be contacted to make the necessary arrangements for a reassessment. 

• Initial Complaint

  Date:26/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enercare last June 2024 advised us they could not remove Late fathers name form account that a new account must be opened ..
  In the mean time advised us water tank , was way over the allotted age .Ours was 15 yrs they are not be over 10.. Arrangement were made 5 attempts
  Now 1 year later constant 3 times plus weekly calls saying we owe money ..The amount is never the same when they call
  Enercare has created 2 accounts and can not figure out how to correct ..
  ***** ****** old account Enercare billed for 2 water tanks old and the newly installed then tried to add cancellation removal fees sometimes fees being $275 plus ..then transferred fees plus to new account..Now demanding payment for both accounts
  Enercare then sent to ******* ******* collection agency ..I spoke to.. They concurred Enercare was in the wrong .
  I received email from Enercare Billing Resolution May1.2025 saying everything fixed in 2 billing cycles ..I am now still receiving multiply calls saying I still owe
  This 1 year has been extremely stressful on my 94 year old mother whom is the account holder..
  I am at my witts end as how to correct..
  I have spent over 120 hours of my time trying to rectify this ordeal .
  All my email address for Enercare have come back saying Postal disrupption try different email..All my other emails seem to go thru
  Thank you
  ****** ******* The daughter and signing authority on account For ******** ******

  Business Response

  Date: 27/06/2025

  We appreciate the opportunity to respond to the concerns raised and sincerely apologize for any inconvenience the customer may have experienced.
  We can confirm that our Internal Customer Resolution team has proactively reached out to the customer, and the matter has since been addressed and resolved to their satisfaction.
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:23/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a letter from Enercare advising we had purchased a Cooling Maintenance Plan on May 20 (effective May 30). The plan shows as free for one year then $9.99 per month. A booklet guide accompanied the letter. This was totally unsolicited. We did not sign up for the plan. We do have a rental furnace with Enercare. Surely it is not legal to sign people up for an unsolicited plan and certainly it is unprofessional. We spent 30 minutes on the phone trying to get them to cancel this and succeded only when we asked to speak with a supervisor.

  Business Response

  Date: 24/06/2025

  We sincerely apologize for the inconveniences you have
  endured. At Enercare, we strive to provide excellent customer service and we
  regret to hear that this matter resulted in a negative experience. We have
  reviewed your concerns and utilized your feedback to identify training and
  growth opportunities with the involved departments. Enercare is actively
  engaged in coaching & retraining the employee to ensure the best possible
  customer service experience. Our customers’ opinions
  and suggestions are crucial in the process of improving our performance for our
  valued customers like you. We thank you for bringing this issue to our immediate attention.
  

• Initial Complaint

  Date:23/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to never being notified that Enercare was no longer going to be billed through ********* I have fallen behind in payments, I have asked a small compensation for this but that got denied. I have been trying for a couple months to try to get to get to some sort of payment arrangement to get current. Their customer service department is the worst, they either never answer emails or they tell me to call them and I have asked numerous times to resolve this through email and I never get any response from them but they will call me endlessly. I am on the phone all day with my job and the last thing I want to do is be on the phone to resolve something that could be done over email.
  I just want to resolve this through email only and for this hassle I would like some compensation as a credit to my account.

  Business Response

  Date: 24/06/2025

  We thank the customer for bringing this issue to our
  attention. We confirm that as part of the billing
  transition/migration from ******** to Enercare, a letter was mailed and emailed
  to all the customers notifying them of the change, in addition to bill inserts.
  We also confirm that the customer has been contacted regarding this matter via
  email, and a resolution has been provided.

  Customer Answer

  Date: 24/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have been trying to come up with a payment arrangement about my past due balance via email but I just get ignored. I am trying to make this right but you are not meeting me halfway here. All I am asking for is a payment arrangement to be made to clear my past due balance that is acceptable for both of us.
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 26/06/2025

  Our
  collections team will be contacting the customer to assist with their request for payment arrangement. 
  

• Initial Complaint

  Date:19/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enercare Account ID: #************ Home Address: *** ****** **** ***** ***** ** *** *** Name: ***** ** **** Hello, I am a customer of Enercare for water heater services for our residential home. We moved in to our home in June 2014. I found out around September 2024 that I've been getting charged for 2 water heaters at our home, although we only have 1 water heater at our home. When I first found out last year (September 2024), I called Enercare to let them know of the double charge, and to get reimbursed. They said that it won't be a problem, but they just need to double check that our home does indeed only have 1 water heater (not 2). A technician came to our home to check, for the first time, on September 27, 2024. He advised that there is indeed only 1 water heater, and put it down in their system in our account notes, and said that I should expect it to be officially submitted in around 2 weeks, and that I should call them back to formally discuss the reimbursement process, now that it's in the system that we've only had 1 water heater. Once I called, they did note that it is indeed in my account note that there's only 1 water heater, and that I've been charged for 2 for the last 10+ years. They opened a case (#********), advised that it will take ~1-2 months to process, but shouldn't be an issue getting reimbursed, as it's 100% their fault. After 2 months, I called Enercare for an update, and they said they needed to send another technician to check the serial number of our 1 water heater. He came on November 25, 2024, collected the information they needed. I called again on December 2024 to get an update, and said they actually closed the case for whatever reason, and I was not notified of it. So they created another case (#********). They said they needed pages 2 and 6 of the Agreement of Purchase and Sales (Form 100 of the Ontario Real Estate Association (OREA)), to confirm which rental equipment disclosed in the agreement, when we first purchased our home. So we scanned the requested documents, which states that the original water heater is replaced with the new one (but we've been getting charged for both). I called Enercare again on February 2025, to check for updates.Once again, they decided to close the case. This time, I was very frustrated. I've already wasted so much time, calling Enercare, being present for technician visits, being transferred to 8 different representatives that can "help" with my case, but no one was able to help. Finally, I got to speak to a representative that could help and I had to get them to open the case again (#********). She told me that she can see that it's 100% Enercare's fault and that there should be ZERO issues with getting me the FULL reimbursement. I let her know that all of the previous reps have told me the same thing, and they opened a case, just like she did, but they just ended up being closed on their own, and not resolving the issue. She reassured me that this time will be different. She sees what all of the previous reps have done, and it's not the right process, and that she's processed similar reimbursements many times during her tenure, and that I can trust her this time. I decided to trust her for one last time, and just wait for the reimbursement. Then finally on March 2025, we got an email from Enercare stating that they will NOT be reimbursing us after investigation, even though they've wrongly charged us since June 2014. They've made the update on the account, and now are only charging us for the 1 water heater that we use, but they are refusing to reimburse the 10+ years of double charge. I realized that I cannot deal with them directly, as they recognize that it's their fault, but will not take responsibility for all of the double charge, and therefore sending this formal complaint, in hopes that you can help us get the reimbursement that we deserve. I'm extremely disappointed in their customer service, unprofessionalism, unwillingness to take accountability for their mistakes, and essentially stealing our money for 10+ years. I'm hoping that you can help. Please let me know if you need anything from me. Happy to provide any additional info you need to proceed. Thank you, ***** ** ****

  Business Response

  Date: 26/06/2025

  We thank the customer for bringing this to our attention. We
  are currently reviewing the customer's account with the Billing Team.We will be in contact with the customer shortly.

• Initial Complaint

  Date:13/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sold my house and have a rental water heater, and Enercare refuses to cancel the policy. Effective date of sale is July 23rd 2025.
  They want the agreement of purchase and sale (they have no legal right to this), a signed assumption of contract, buyers phone numbers and email address etc...
  I do not have these thing, nor is the buyer willing to provide me these items.
  The buyer does note in the agreement that the water heater is rented, and will contact them to set-up the new account. But after three people from Enercare on the phone they just hung up on me after they refused to cancel the service.

  Business Response

  Date: 20/06/2025

  We thank the customer for bringing this to our
  attention. We confirm that in order to transfer the rental to
  the new owner we would need the new owner’s information. To date, we have not
  received the required information to complete the rental transfer nor has the
  new owner contacted Enercare to assume the rental agreement. If the customer receives extra charges after their move-out
  date, those charges will be reversed once the move is completed.
  

  Customer Answer

  Date: 20/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Enercare asked for information that they are not entitled too, first they asked for the complete agreement of purchase and sale of the house, and they not need for this nor are legally entitled to it.  Then they asked for purchasers email address and personal contact information (this i do not have), then asked for the purchasers agreement on their form to transfer rental (this is am not in control of).  So they are asking for items and information that i do not have.

  
  
  
  Sincerely,
  
  
  
  ****** ***** ******

  Business Response

  Date: 30/06/2025

  Thank you for bringing this matter to our attention.
  As outlined in the terms and conditions of the rental water heater agreement, when a property is sold and the new homeowner wishes to assume the rental agreement, we require either a copy of the purchase and sale agreement or a signed assumption agreement from the new owner.
  We can confirm that we have now received the necessary documentation and will proceed to ensure that the new homeowner is appropriately billed for the rental water heater moving forward.

  Customer Answer

  Date: 06/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ***** ******

• Initial Complaint

  Date:13/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 25, 2025: My Enercare rental AC unit was not cooling. I contacted Enercare to have someone come fix it and scheduled an appointment for May 28, 2025 (confirm #**********). No one showed for that appointment and I called Enercare for an explanation. I was not given an explanation but scheduled a second appointment for May 29, 2025 (confirm #**********). the May 29 appointment had two separate technicians show up. I was told that Enercare contracts out AC repairs to ******. The second technician was from ****** and examined my AC unit. He was not familiar with my Enercare rental AC and was not able to diagnose or fix the issue. He told me Enercare would contact me regarding solution. They never contacted me. I contacted Enercare and scheduled a 3rd appointment for June 3 (confirm #**********). No one showed to that appointment. I requested an explanation from Enercare. I was told they escalated the issue. I scheduled an appointment for June 5, 2025 (confirm #**********). No one showed to that appointment. I called Enercare asking for an explanation. I was told the issue had been escalated. I requested to speak to a manager. I was told a manager would call me same day to book another AC repair appointment and make sure an ****** tech would show. No one contacted me. I called back and booked a June 9, 2025 appointment (confirm #**********). No one showed to this appointment. I called Enercare and lodged a formal complaint as I have been receiving horrible customer service and Enercare is not abiding by their/our rental agreement to provide timely and expert repairs. I was told I would receive 80$ compensation and another assurance that someone would come to my upcoming scheduled appointment on June 12 (confirm #**********).
  
  It has been two weeks with a broken AC unit that I pay Enercare monthly to maintain and repair. They are not fulfilling their contractual responsibilities. I would like Enercare to repair my AC unit and compensate me for wasting my time.

  Business Response

  Date: 13/06/2025

  We apologize for any inconveniences faced.  We can confirm the customer has an appointment scheduled for June 15th with the specialised crew. 

  We can confirm further that the customer has recieved goodwill credits equal to $180.00+HST ($100.00+HST and $80.00+HST)

  Customer Answer

  Date: 16/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A supervisor from ****** did come out to my condo shortly after registering my complaint. He was not able to diagnose my AC cooling issue and was going to reach out to Enercare for direction. I’m not sure how long this issue will remain. Further compensation might be required if my air conditioning is not repaired in a timely manner. I am willing to resolve my complaint in good faith.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:10/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father had passed away on January 5 2024. I am th epower of Attorney for the estate. My sistyer and I had sold the house in June 2024 and the closing date was in October 2024. All the utility companies had been notified regarding the sale and things were closed. The only problem I am having is with Enercare. They were notified twice by myself and once by my member of parliament. To this day I am receiving a bill which shows a credit of 53.21. as stated I have sent them information that I am power of attorney and death certificate. Why are they unable to send me a cheque payable to the estate so I do not receive the bills on a regular basis. I don't have the mail anymore being transferred to my place. That stopped on June 6 of this year. I had my fathers mail coming to my place for 18 months. The bill is as follows
  
  **** ******** (father)
  **** ****** ****** ******** *** *** ***  Acct number of bill **********
  
  I would appreicate it if the refund (Payable to Estate), could be sent to my address
  
  ****** ******** **** *********** *** ******** *** ******* 
  It is very discomforting to constantly deal with one item. Both my parents have passed away. This one bill should be cleared immediately
  
  Thank you in advance
  
  ****** ******** *****************@*****.com
  *** *** ****

  Business Response

  Date: 10/06/2025

  As requested, we have gone ahead and withdrawn the credit of $53.20 (HST included), and we will issue a cheque to the name and address provided, please note this process takes 6-8 weeks.

  Customer Answer

  Date: 10/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched from enercare to reliance for my water heater rental tank. New tank was installed by reliance and old tank removed on February 23, 2025. I called enercare to pay off remaining balance of contract. I was told by a customer representative that the balance was paid and that my account would now be closed.
  
  I was then called multiple times stating that I still owed them money, like my account was still open. I called and spoke with Maria from their customer resolution management team on April 08, 2025 - case number 40179311. Credit applied to close account, meaning no more money owing.
  
  I then received another phone call on June 09, 2025 saying that I still owe them around $32 for April to may bill. In response told customer service agent that I would be reporting them to BBB as I am thinking this might be a **** or ***** attempt to get more money out of me.

  Business Response

  Date: 10/06/2025

  We thank the customer for bringing this to our attention. We have reviewed the account and identified that due to a clerical error, the customer continued to receive monthly charges after the rental water heater contract was cancelled. We sincerely apologise for any inconvenience caused. The error has been corrected and a billing adjustment has been processed on the customer’s account to reverse the extra charges.

  Customer Answer

  Date: 10/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *********** *****