Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

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

Customer Complaints Summary

1,125 total complaints in the last 3 years.
665 complaints closed in the last 12 months.

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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:21/01/2025
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.
I am a customer of enercare for the rental fees for residential HVAC . There is a yearly increase of 2.6% since recent years without any substantial justification for the increase or exactly why the increase is necessary , since this is only a rental . The letter is signed by ******** ***.
Business Response
Date: 22/01/2025
We understand your concern regarding the recent notification of our
rate increase.
Like many businesses, Enercare has been impacted by
global supply chain issues, including increasing costs for equipment, parts and
labour. The rate increase allows Enercare to continue to provide
customers like yourself, the levels of service you are used to, including the
biennial maintenance of your HVAC equipment and no cost repairs in accordance
with the contract terms. In addition, Enercare has made investments
in safety protocols and personal protective equipment for our staff to keep
both our employees and customers safe during the pandemic. We can confirm the rental rate increase of a maximum of CPI+2% is disclosed in our rental contracts.
We appreciate your continued business.
Initial Complaint
Date:21/01/2025
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.
I sold my property and submitted the move-out request in January 2024, but was being charged by Enercare until October 2024. My agreement of purchase & sale clearly stated the furnace rental was assumed by the buyer of my home, but Enercare charged me $128.30 per month for 10 additional months. Payments were deducted from my chequing account through their auto-pay program. I've called 5 times and have spent more than 3 hours on the phone trying to get my refund. Most recently, I was told I'd be issues a 3-month credit, which doesn't help as I no longer have any products or services with Enercare. I want my $1283 refund either mailed to me via cheque, or deposited directly into the same chequing account they ***** my money from.
Business Response
Date: 21/01/2025
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 have reached out to the customer privately and we are currently working on his request, we will reach out the customer privately via email if we require any additional documentation to complete the move/refund.

Customer Answer
Date: 21/03/2025
Enercare continues to bill me as a former customer. I no longer have services with them at *** ******* ***** *** *********** *** ****** yet they continue to bill me. I'm very concerned that this will damage my credit score since I will not be making payments for an account that is no longer active. I've spent hours on the phone with Enercare trying to resolve this issue with no success. This is wasting my time and angering me every month. I need help forcing Enercare to stop billing me for services that I no longer have or consent to being billed for. The property in question has been sold and now belongs to another owner. I've submitted all of the move documentation and am no longer responsible for the property.
Business Response
Date: 24/03/2025
We confirm that the email communication was sent to the customer in error. We sincerely apologize for any inconvenience caused as a result of this situation. We also confirm that the customer no longer has any active products with Enercare. The account has been settled, with a $0 balance, and will no longer incur further charges.
Initial Complaint
Date:14/01/2025
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.
I have a complaint against Enercare Home Service.
I’ve been a customer since approximately 2008 when the company was called ****** ******. At the time they had maintenance coverage for appliances which I paid for along with the maintenance on furnace, air conditioning and protection for minor plumbing and electrical. They no longer offer the appliances plan but because I had it, they continue the coverage.

In October of 2024 I replaced our furnace. At the time the sales rep said I didn’t need the maintenance plan I had on the furnace anymore as it was covered with the new furnace and it would be canceled automatically. They did not tell me it would affect any other coverage.

In November I began receiving emails indicating changes to the coverage I had. The first one was cancelling all my coverage, followed by new coverage for the plumbing and electrical I had, and another for fireplace (they offered free for one year when I got the furnace).

I was waiting for the appliances to be added. When I didn’t get the email I began to enquire. My first contact was November 27 and continued until today when they stated they would not reinstate the appliance coverage. During my conversation they agreed that the plan was cancelled in error but continued to reiterate that the plan is no longer available and wouldn’t reinstate it.

This is a company that I was a loyal customer for years, and I believe they intentionally cancelled the coverage I had without my authorization.

I wonder if you would consider taking this issue on to help me get my plan back. My name is ***** ******** *** * *** ** ******* ** *** ********.
Thank you for considering this
Business Response
Date: 14/01/2025
We thank the customer for bringing this to our
attention. We take these claims very seriously. We confirm that a member of our
Executive Escalation Team is reviewing the customer's account with the involved
departments. The customer has been contacted and notified of our investigation.
We thank the customer for their patience while we work to resolve their
concerns.
Customer Answer
Date: 14/01/2025

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:14/01/2025
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.
We recently bought the house at ** ***** ****, and moved in in Dec 2024. Our hot water tank is rental from Enercare that came with the house, and we are looking to buy it out. We requested from Enercare a copy of the rental contract signed by the previous owner. We put in the request 2 times, and it has been over 10 days and Enercare never sent the contract to us. They only provided us with a Buyout price that is unreasonably high (50% higher than brand new hot water tanks from *********). In summary we are complaining about the people at Enercare are slow in handling our request for original rental contract, and unreasonable buyout price.
Business Response
Date: 22/01/2025
We thank the customer for
bringing this to our attention. We have reviewed the customer’s account and
confirm that the rental equipment installed by Enercare was assumed by the
customer when they took possession of the home. If the customer had any concerns
with respect to the rental items in the home, we would expect that the customer
and their lawyer addressed those concerns with the seller prior to purchasing
the home. We also confirm that a copy of the rental agreement was emailed to the customer on January 14th, 2025. Based on the information we have on file, the
customer is responsible for their contractual
obligations, including the buyout provision.
Initial Complaint
Date:13/01/2025
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.
**** ** * **** ***********. They have no care nor concern about their customers and the **** government props up this ********** company. My mom sold her house in July 2024. Her and I called to ensure that her rental hot water tank would be transferred to the new owner. We explained that she did not have her rental agreement as one of her siblings rented the unit on her behalf as she has disabilities. When we called to confirm in July, that August 1 Her house would be sold, we were told that it would be transferred so we assumed that the company would do as due diligence. We were wrong. They continued to bill my mom from August until December despite me calling back every month to inquire why the transfer hasn’t happened yet. Keeping in mind that my mom is on a fixed income and lives in long-term care. It wasn’t until January 2025 that a customer service agent told me that we needed to submit the “agreement of sale” So they could transfer the hot water heater. No one had mentioned this prior and my mom continue to be billed despite having limited income. I asked to speak to a manager twice and was left on hold for an hour only to have their system hang up on me and I had to call back. Once I called back, I was given the runaround by a customer service agent who stated the exact same information back to me as I have outlined in this Review, even though I told him that I had already discussed this with another customer service agent and wanted to be directly connected with a manager. If this provincial government was actually for the people, they wouldn’t prop up such a ********** ********** company. It took them over six months and repeated phone calls taking up hours of my time to resolve an issue that belong to them and my mom has yet to receive any reimbursement. It is absolutely ********** that corporations like this continue to exist and be propped up by our government with our tax dollars.
Business Response
Date: 28/01/2025
We thank the customer for bringing this issue to our
attention. We have reviewed the customer’s account and confirm that the
move has been successfully completed. Our billing team has processed a billing
adjustment to reverse the extra charges on the customer’s account. We sincerely
apologize to the customer for any inconvenience caused. We also confirm that
the customer currently has a credit balance on their account. A refund cheque
is being processed and will be mailed to the customer in 6-8 weeks.
Customer Answer
Date: 28/01/2025

Complaint: ********

I am rejecting this response because 1. I expected a phone call so we can discuss the outstanding issues Which is them taking responsibility for their extremely poor customer service that required me to be on the phone for hours wasting my time
2. Once again, they have miscalculated how much money they Owe my mom. This time they’re telling me it’s $25 In the past, they’ve told me at $17 In reality it is Closer to $90 which I discussed with ******, one of their customer service reps on January 10
I told them I expect a phone call out of courtesy and I gave them my phone number

Sincerely,

******* ****** *** ***** ******
Business Response
Date: 05/02/2025
We confirm that the customer
has been contacted regarding this matter, and a resolution has been provided. We
thank the customer for their patience while we worked to get the issue
resolved.
Customer Answer
Date: 17/02/2025

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,

******* ****** *** ***** ******
Customer Answer
Date: 14/04/2025

While I close this ticket back in February, I have still not received payment from Enercare despite many follow ups.
Business Response
Date: 24/04/2025
We
apologize to the customer for the delay in resolving their concerns, and we thank
them for their patience and understanding. The customer will be contacted by a
member of the Executive Escalation team to get the matter resolved.
Customer Answer
Date: 30/04/2025
The company stated AGAIN that they will submit the payment. Time will tell.

Business Response
Date: 16/05/2025
We confirm that the customer
has been contacted regarding this matter. We thank the customer for their
patience while we worked to get the issue resolved.
Initial Complaint
Date:13/01/2025
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.
We had rented a hot water tak from ******** many years ago and last year they decided to pass over the rental to another company ENERCARE who was invoicing us not only for a generously augmened monthly fee but also billing us for a service that we had never asked for, a kind of a PLAN PROTECTION OF FURNACE. We decided to end the equiptment rental last april and had to pay the end-out fee and advised the company by phone and several times by letter that no service was required from us. They constantly ignored our letters and conversation and continued to send us monthly billings. ** **** **** **** ** ****** **** *********** **** ********* ******** *** ****** **************
Business Response
Date: 13/01/2025
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 rental charges
after the buyout was processed. We sincerely apologize 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.We have also gone ahead and ensured the protection plan has been cancelled and refunded.
Customer Answer
Date: 14/01/2025

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:13/01/2025
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.
I am writing to file a complaint regarding the unacceptable service we’ve received from EnerCare while trying to repair our furnace. The repeated failures, lack of transparency, and poor support have left us without heat during winter, causing significant stress.

Our furnace began malfunctioning on December 13, shutting off repeatedly. We contacted EnerCare immediately, expecting timely and professional service. Instead, the situation has been handled incompetently, leaving us in worsening conditions.

To date, we have had 10 technicians visit our home. Each assured us the issue was resolved, but the furnace continued to fail after every visit. Only the last technician identified that the furnace had a defect requiring a new part, promising the part would arrive within two days. However, we were just informed that the part will not arrive until January 16—nine days later—prolonging this ordeal unnecessarily.

In the meantime, our home has been incredibly cold, making it difficult to live comfortably. Despite the urgency, EnerCare has failed to provide updates or escalate our case, despite our numerous calls. Customer service has been dismissive, and the lack of transparency has left us with no confidence in their ability to resolve the issue.

The delays, repeated technician visits, and refusal to escalate demonstrate a disregard for customer well-being and the urgency of winter heating. At this point, we are uncertain if or when the furnace will finally be repaired.

We request the following:

- A full refund of the service fees to Enercare
-Immediate escalation of this issue to senior management.
-A clear explanation of the delays and service failures.
-Assurance that the repair will be expedited and completed without further delays.

EnerCare’s handling of this situation has been deeply disappointing. I trust the Better Business Bureau will assist in addressing this matter and holding EnerCare accountable.
Business Response
Date: 20/01/2025
We thank the customer for bringing this to our attention. We are
currently reviewing the customer's account and will be in contact with the
customer with a resolution. We appreciate the customer's patience and
understanding while we work to resolve their concerns.
Initial Complaint
Date:13/01/2025
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.
I rented a water heater from this business for almost 10 years. I decided to buy it out for $1,913. I paid the full amount but I am being charged for another month.
Business Response
Date: 14/01/2025
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 terminated. We sincerely apologize 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.
Initial Complaint
Date:10/01/2025
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.
On Nov 26 2024, I had bought out of my water heater rental with Enercare. Regarding payment, I was specifically instructed by the customer service agent to do this:
1. cancel the scheduled payment for the monthly bill that had just been issued;
2. make a payment of exactly $603.76, which included the full price including tax of the water heater buyout, as well as the outstanding bill amount. I was told I would not have any more charges after that exact payment.
On Dec 25th 2024, I received the next bill, and there is an outstanding amount of $3.11 . This made no sense to me, and I had called customer support and asked to have this amount waived, as I no longer wanted to do any more business with the company Enercare. After being placed on hold, the line hung up on me.
I am filing a complaint, as I have wasted time and money in asking for this small amount to be waived with no resolution.
Business Response
Date: 10/01/2025
We thank the customer for
bringing this to our attention. We have reviewed the account and identified that this is a valid balance owing on the account. Nonetheless as a goodwill gesture, we have gone ahead and issued a full bill credit to ensure the account balance is $0.00.
Customer Answer
Date: 10/01/2025

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:10/01/2025
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.
The most recent encounter happened on Wednesday the 8th at 17:00. I had called twice in the previous months (if those dates are needed will provide) because Enercare had billed my father but had my info and created an account for me without my approval. In addition I have never had an account with them. Each time was promised it would be rectified. On my third attempt this month on the 8th, I declined to speak with anyone tier 1 agents given that this is how this issue began in the first place and asked to speak with a manager. I was told I could not without giving my information. I reiterated that there has been a security breach and an account was opened in my name at my fathers address I do not live at. I told the agent I would give him a bad score on his review if he did not simply transfer me to his manager. The agent then proceeded to not transfer me and I said I would wait until he did. Because the agent did not want a bad score he had me sit on the phone for an hour not saying anything because if I disconnected I would not do the review. During this time I got my wifes cellphone and called while on the phone with the other agent. I would get the same response in my 7-12 calls I made until an agent understood my complaint and transferred me to his manager. At this time another agent finally listened to my original call and forced this agent to transfer me to him. Then with my wifes phone another manager came online at which point I pointed both phones together so both managers could discuss my issue. I was promised by the manager it would all be rectified and would receive a call back yesterday (January 9 which I did not receive) to confirm that the issue had been rectified. Therefore I am unfortunately having to place this complaint. I'm still being billed for a service I've never had, and my father who doesn't speak very good English still isn't sure what his bill is. He has never missed a payment. This is not about trying to avoid payment.
Business Response
Date: 10/01/2025
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 have reached out to the customer via phone call and email and made the appropriate account changes as confirmed by the customer.

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Enercare Home & Commercial Services Limited Partnership is NOT a BBB Accredited Business.