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

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  EnerCare Home And Commercial Services Limited Partnership

  50 Frank Nighbor Place Kanata, ON K2V 1B9

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  Roy Inch & Sons

  3500 White Oak Road London, ON N6E 2Z9

• 

  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: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.

  I have spent hours with Enercare Customer Service to no avail. They regularly put me on hold mid stream and have not addressed my concerns. They were supposed to put me on paperless billing and haven't. They were supposed to give me 3 months free and haven't. On several occassions a tech was supposed to show up and didn't. ***** ******* ** ******** *******.

  Business Response

  Date: 10/01/2025

  We can confirm the 3 month rental water heater credit is reflected on the customer's latest invoice, and the customer has been set up for e-billing/paperless billing on thier new billing account.  If the customer is experiencing any further service issues, we urge them to contact our call center team.

  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.  By the way, your organization is amazing.  The response was immediate.  Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/01/2025

  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 purchased a condo in 2013 and paid monthly energy fees by ****** ****** of about $42.91/mnth for “Contractor” fees that in retrospect were for HW heater rental without a signed contract. ****** ****** divested itself of this “Contractor” service, on Jan.01/2024 and Enercare was identified as the rental agency of my 40-gal power-vented Nat gas water heater with value of $895. Enercare increased their rental to $44.32/mnth with added $1.25 plus HST “paper billing” fee. The rental cost over 10 years had amounted to more than 5 times replacement value (10x12x $44,32/($895x1.13)=5.3).
  In early Jan 2024 I tried to terminate the contract and made several unsuccessful phone calls, some with immediate disconnects when I raised the issue of copy of contract and buy-out. In another Aug. phone call and long wait it was necessary to contact their accounting department for buy-out cost but which “was not immediately available.” The feedback after another 20-minute wait from their Legal department showed that “they were very busy and promised a postal mailing of the contract (privacy) in about a week”. No contract documents were ever received, but I continued making $44.32 monthly account payments
  In the last and successful phone call of Oct.02/22024 the Buy-out cost with adjustments for partial month billing period to Oct.02 was identified at $548.30, and I immediately made the Bank transfer. An E-mail of Oct,02.2024 at 11:12 AM by Enercare confirmed receipt of the requested $548.30 buy-out payment.
  On Oct.10/2024, I received another $44.32 monthly invoice for Sep.10-Oct.09. In another follow up phone call I confirmed payment of the requested buy-out amount for which they seemed to have no record. I stated that that this their problem and I refused to pay any further invoices.
  Over the last 4 months Enercare continued to harass me and send monthly invoices, with unrelenting e-mail and weekly phone call reminders.
  ****

  Business Response

  Date: 10/01/2025

  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.

• Initial Complaint

  Date:09/01/2025

  Type:Product 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.

  Enercare installed a new water tank a few years ago after the last one we had for 14 years died. Just before winter, I hired a company to install a new furnace. Upon inspection the furnace company had to install a new type of furnace. Rather than venting it thru the chimney it needed it own vent directly outside as the chimney was not in good enough condition to vent safely. At that time, he told me to notify the water tank company as the water tank was not safely being vented through the chimney and needed to be changed to a direct vent outside. Risk included carbon monoxide returning back into the house. I contacted Enercare and received no response back. I then contracted the furnace company to remove the unsafe water tank and install a properly vented one. Enercare now wants me to buyout the tank because someone else has removed it. I keep trying to tell them that it was not properly installed. Their excuse is that their technician should’ve come to check. Since the issues with the chimney, I keep telling them to have a technician come and take a look at the chimney, but they keep going by the script saying that I need to buy out the old tank. I had a secondary furnace company come in and give me their evaluation and they two agreed that the hot water tank should’ve never been vented to the chimney and that it needed to be directly vented outside because of the condition of the chimney. I’ve contacted.enercare several times already to tell them of the evidence that I have yet they keep sticking with the same script. My family was in danger and I made an executive decision after I gave them the opportunity to correct their mistakes. I’ve even given permission for my furnace installer to contact them directly and notify them of the issue directly. Still, they are sticking with their guns of a buyout. Letters from both contractors explaining the issue with the chimney areavailable upon request.

  Business Response

  Date: 17/01/2025

  We
  thank the customer for bringing this issue to our attention. We have reviewed
  the customer’s account and confirm that based on the information we have on
  file, the customer has a valid contract and is responsible for their
  contractual obligations, including the buyout provision. Nevertheless, as a
  gesture of goodwill we have offered a discount on the buyout. We are waiting to
  hear from the customer if they accept the offer.

  Customer Answer

  Date: 17/01/2025

  
  
  Complaint: ********
  

  this is the email exchange I had with Enercare today as well as my counter to their offer beginning with my response   

  ******** 
  
  Your installers put in a water heater that vented thru my chimney. Based on independent reports I’ve obtained by two different HVAC companies, a water tank venting into a chimney that is well over 100 years old is not only irresponsible but is also dangerous. This chimney’s poor condition had the potential for harmful gases venting back into the basement.  Your installer should’ve put a water tank that vented directly outside.  This was reported to your office with zero response. 
  Harmful gases is not something I want to expose my family to and had a new water tank installed by a qualified installer. 
  I’ve made several attempts to have your staff come and inspect my chimney, but to no avail. Your company continues to stick to the contract script. 
  My attorney advises me that the contract is considered null and void the minute your independent installers hooked up an improper piece of equipment. The safety risk  is something that a countersuit is also being considered. My furnace installer had a legal obligation to correct a very serious problem so please spare me with the highlighted gibberish. 
  The buyout you offered is also significantly higher than what the original buyout was reported by your staff. It’s amazing to think that a 600 buyout suddenly ballon’s to well over 700 and then reduced back down. 
  Enercare had a responsibility to install proper equipment and this was not completed. 
  Not only did this cause an additional expense on my part, your firm placed my family in harms way and for this I will not be satisfied. 
  
  
  I had a 120 credit applied to my account yesterday due to your company’s incompetence. If you wish, I’ll give you an additional 300 and you can come and pick up the water tank. 
  Failure to accept that buyout will result in further action either thru the BBB or my attorney. I’m not sure your firm realizes the gravity of the situation and the harm you placed my family. 
  The installers license should be revoked immediately. 
  I await your response. 

   

  Dear Mr. ******,
  
  We have recently been notified of your complaint logged with the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  At Enercare, we take customer satisfaction very seriously and we appreciate you bringing this issue to our attention.
  
  We have reviewed your account and confirm that you had your rental water heater exchanged in January 6th , 2020. Pursuant to the new contract, Enercare installed a rental water heater at your home. You were provided with the rental amount and the total installed cost for water heater along with the terms of the agreement at the time the contract was written and agreed upon.
  
  Please be advised that as per the terms of the rental contract, the contract ends once the equipment has reached it’s useful life. The useful life of the equipment ends when Enercare determines in its reasonable discretion that the equipment is no longer commercially reasonable to repair, having regard to the age of the equipment, the cost of repair or other relevant factors and notice of such determination is given to you. We confirm that no such determination has been made by Enercare nor has any such determination been given to you as such, the rental equipment has not reached the end of its useful life.
  
  You can review the terms & conditions of the rental water heater on our website or you can click on the link below and select the appropriate terms & conditions. Please review Section 9 under “Termination”.
  
  https://***************************************************************
  
  Please be advised that the buyout price is an age-reduced price that reflects, among other things, the unpaid cost of the water heater and related installation, finance, and servicing costs at the time of the buyout; the price reduces every year based on a certain percentage when you’re on the rental program. Enercare’s contract, and in particular the buyout provision of the contract, was specifically approved by the Competition Bureau in 2010.
  
  Since you have confirmed that the Enercare’s equipment has been removed from the premises and have, therefore, forced a termination of the rental contract, a buyout would need to be processed in accordance with your contractual obligations and in order to stop the monthly rental charges on your account. The current buyout price is $784.00 + HST based on the age and model of the water heater.
  
  Please review “Safety” under Section 4 - Customer Obligations, and review “Termination by Us” under Section 9 - Termination:
  
   d) Safety – You will use the Water Heater safely and responsibly. In particular, you will: i) maintain effective operation of any plumbing and pumping systems supplying water to the Water Heater; ii) ensure that no combustible, hazardous or flammable materials are used or stored in the same room as, or near, the Water Heater; iii) ensure that the Water Heater is not confined in a location where it is difficult to service or remove or where there is inadequate ventilation; iv) provide us with access to the Water Heater whenever reasonably required for purposes of inspection, repair, maintenance or removal; v) inspect the area around the Water Heater on a regular basis for any sign of water leakage; vi) contact us for service if you see any sign of carbon or rust on the bottom or sides of the Water Heater or any signs of water leakage; vii) ensure that the Water Heater is located in an area with sufficient drainage in the vicinity, and that the drainage is open, unrestricted and effective; viii) if the Water Heater is gas-fired, ensure that the vents and openings for combustion air are kept clear and clean and otherwise well-maintained and there is adequate ventilation; and ix) not permit anyone who has not been authorized by us to service, repair, modify, alter, adjust, move or disconnect the Water Heater
  
  9. Termination
  Termination by Us – If you fail to meet any of your obligations (including payment obligations) set out in this Agreement, you agree that we may terminate this Agreement and bill you for the applicable buyout price and on the other terms set out below under “Termination – Termination by You”. You agree to pay the buyout price when invoiced by us
  
  Nevertheless, as a gesture of goodwill and in order to assist you with your situation, we will agree to reduce the buyout price from $784.00 + HST to $584.00 + HST.
  
  Please let me know if you accept the offer and we will process the reduced buyout on your account otherwise, we are unable to assist you further with respect to this concern.
  
  Please note, Enercare’s Executive Escalation Team will remain responsive until we consider this matter resolved. For all future inquiries and/or requests, please call Customer Service at 1-************.
  
  Best Regards,
  
  ***** **
  Customer Relations Manager
  Executive Escalation Team

  Business Response

  Date: 01/02/2025

  Hello Mr. ******,
  
  Thank you for your email.
  
  We have no record that you contacted Enercare
  regarding any installation issues or concerns. As per the terms and conditions
  of the rental agreement, it was your responsibility to notify us of your
  concerns with the installation of the unit and allow our technician to inspect
  and correct any issues. Instead, you allowed an unauthorized 3rd party technician to remove the water heater which is a breach of contract.
  
  Based on the information we have on file, it remains Enercare’s
  position that the rental water heater contract is enforceable, and that you are
  responsible for your contractual obligations, including the buyout provision.
  
  With respect to the credit that you received on January 16th,
  2025 when you called to cancel the rental, we confirm that the agent
  offered you a 5 month credit on your rental as a retention to keep you on the
  rental program. You accepted this offer and a billing adjustment was processed.
  The credit was applied to your account (totalling $125.00 + HST), and will
  appear on your bill in 1-2 bill cycles. Please note that since you have forced a
  buyout by removing the water heater, the retention credit will need to be
  reversed as you will no longer be on the rental program.
  
  Nevertheless, in order to further assist you with your
  situation, we will agree not
  to reverse the retention credit that was recently processed which would further
  reduce the buyout price from what I had already offered $584.00 to $459.00.  This
  would be our final offer.
  
  Please let me know if you accept our offer and we will
  process a billing adjustment on your account otherwise, we are unable to assist
  you further with this concern.
  
  Best regards,
  
  ***** **
  Customer Relations Manager

  Customer Answer

  Date: 04/02/2025

  
  
  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.
  

  You put my family in harms way and will regrettably pay the new offer just to get rid of you  The only response that is scripted is to return to the contract that won’t be worth the paper it’s written on when challenged in court Hope you sleep well at night knowing one day, your installers mistake will harm people  send me the new invoice so I can be rid of your ******** company once and for all

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

  Customer Answer

  Date: 27/02/2025

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

  Enercare and I agreed to a settlement the email that Enercare responded to said that they were to send me an invoice with the new agreed upon settlement offer To date I have not received such but rather received an email claiming I was still sitting with credit I want to cut ties with this company as quickly as possible and can’t understand what the delay is in sending the invoice  This was supposed to take place at least 1 month ago

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

  Business Response

  Date: 12/03/2025

  We confirm that the reduced buyout charge will appear on the customer's April bill. We appreciate the customer's patience and understanding.

  Customer Answer

  Date: 04/04/2025

  Update:  I’ve received no invoice yet

  Business Response

  Date: 11/04/2025

  We confirm that the buyout charge was applied to the customer's April bill. A copy of the bill has been email to the customer for reference.

  Customer Answer

  Date: 16/04/2025

  The buyout amount has been paid per Enercare final invoice (*** ******** ******* *******)  

  I no longer have any dealings with Enercare  

   

   

   

  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: 14/05/2025

  Good morning, just when I think this nightmare with Enercare was over, I paid the requested buyout last month and now they send me another invoice for 6.57. Stop this insanity. I’m tired of it
  
  ***** ******
  Sent from my ******

  Business Response

  Date: 16/05/2025

  We thank the customer for bringing this
  issue to our attention. We confirm that a billing adjustment has been processed
  to clear the balance on the customer’s account. We sincerely apologize to the
  customer for any inconvenience caused. The customer’s account is now settled.

  Customer Answer

  Date: 17/05/2025

  
  
  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:08/01/2025

  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 called enercare in Nov for a 20 yr old water heater that was in the house before I purchased the home. I explained I would not be wanting there equipment or services as they have raised the amount allot higher and I never asked for the heater. After getting the runaround I spoke with a female who explained that if I paid off the balance of the account they would issue the buy out on the water heater and credit the 100 dollars and I would be done no more bills. So I did pay the balance off in full and verified with the male that the balance was zero and they would do the buy out. Come December 2024 I got another bill after calling in and having a manager scream at me because I asked him if he sees the notes on the account shown I would not be billed anymore he said he has to escalate this and he will not be talking to me anymore someone will call me back he then transferred me to a male named David who after allot of back and forth he swore up and down he sees the notes that this was to be bought out with the credit but what happened was the nov bill was already issued for dec and if I pay that final bill I would never get a bill again the account would be closed and that would be the end of it. He stated he sees everything on the account and it just happened that the bill was issued after I paid the balance off in full. I made that payment for dec bill I made sure to state I would not be paying another cent as this is ********* business and it should have been bought out as stated over a month ago. Now I’m Jan I’m getting phone calls again saying I have another bill owing this is the worst business practices and under handed tactics to **** money I have ever seen. My account should be closed with a zero balance the water heater bought out and the 100 dollar credit applied with no more bills as stated by the company more then once.

  Business Response

  Date: 09/01/2025

  We
  thank the customer for bringing this to our attention. We have reviewed the
  account and identified that due to a technical 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. 

  Customer Answer

  Date: 21/01/2025

  
  
  Complaint: 22784703
  
  
  
  I am rejecting this response because:
  

  I was told by enercare in writing from Juliana D. that my account would be closed in full with a zero balance owing and no further bills as the hot water heater was to be bought out with a zero balance and a refund issued via emt. I stated that would be fine they sent me an emt and another email stating that there would be no more bills or balance owing it would be fully closed at zero.

  Then today I received another bill showing an amount owing of $25.40 this was invoice date Jan 14th due on Feb 03 it seems they have not closed the account with a zero balance as stated in writing and our continuing to leave the account open and charging amounts.

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

  Business Response

  Date: 23/01/2025

  We can confirm the account balance is $0.00, and the Enercare billing account has been closed.

• Initial Complaint

  Date:08/01/2025

  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.

  We bought a property in the city of St Catharines - Ontario (** ****** ****) on July 5, 2024.
  
  We bought it from a company that has several other properties throughout Canada and their organization was horrible, so they didn't know if the Water Heater was rented or owned, if they were paying or which company was renting it.
  
  We called Enercare at the beginning of August and they informed us that the Water Tank was rented with them, so we did all the procedures for the change and got the account number #************.
  
  However, until now there has been no charge for the rent, so in November 2024 we called Enercare again to question them and they informed us that we should do the procedures for the change of tenants, I asked why if we had already done it and they didn't know how to answer me. I informed them that we already had the account number on their website and they can't find our account and they don't know how to tell me anything about our case!!!!!!
  
  In any case, we sent a new form with information about the change and now they want us to register again, but we already have one. How and why do I have to register again???
  
  I want to pay my bills, but Enercare doesn't want to accept them? Then I don't want to be charged everything at once because of a mistake on their part, since they already have my credit card details and aren't charging me due to their lack of internal organization.
  
  To be honest, I don't even know if my water tank is actually rented or mine. The previous owner doesn't have or won't give me the information.
  
  I don't have any support from ENERCARE.

  Business Response

  Date: 16/01/2025

  We
  thank the customer for bringing this issue to our attention. We have
  reviewed the customer’s account and confirm that the move request has not been
  successfully completed due to some missing information that was not provided on
  the assumption form; an email was sent to the customer on December 18th,
  2024, requesting the missing information. We also confirm that there is a valid and enforceable contract.
  Nevertheless, as a gesture of goodwill and to assist the customer with their
  situation, we have cancelled the rental agreement and waived the
  mandatory buyout charge.

• Initial Complaint

  Date:08/01/2025

  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 have been a loyal customer for 17years. Paying for all protection plans.On Dec 29th my Furnace burnt out and I have had no heating since then.The Enercare repPatil came on the 29th said he is ordering a part. Next day I called to find out that part won’t arrive next day. I was sent two heaters to keep warm. Assured part would arrive before the new year.Then I called again to indicate my high velocity system furnace switch that was turned off now, had stopped my hot water.They indicated the part would arrive now on the 2nd and sent two more heaters to keep warm. During the night my electric outlets tripped! Plus a water heater guy (Steve) came on 2nd January to fix the water heater issue. ( still no part had arrived and no heat) He also referred a sales rep to quote us a new Furnace replacement with new AC. Electrician came on the 3rd to fix the tripped switch and advise how heaters to be used.Finally, also on the 3rd, the part comes and rep Nirmal came to install the part. He indicated this Furnace is beyond part replacement and a new Furnace is required.By now I am exhausted and inconvenienced for so many days with no heating.We finally have given the sales rep a go ahead to install new furnace and Ac. We had appointments for Monday 6th for pre inspections and Tuesday 7th January for full installation. Over a week of cold homes and yet no urgency dedicated.TUESDAY (today!!!) I was just called by Enercare to cancel our appointment for today for the installation. I was told the installation guy is sick. I Hope he feels better soon. However, are you telling me he is the only installer in this company? ( regardless of who inspects) No one has stepped up to the plate to make this wrong service to right! The weekend should have been used to install! I should have been compensated. We still have no heat!!!I fear Enercare is now Enercare less!!!They only rebooked an appointment for tomorrow morning.I am not sure if this is another stall tactics for more days.

  Business Response

  Date: 08/01/2025

  We can confirm a member of our Executive Escalation Team is currently in contact with the customer.

  Customer Answer

  Date: 11/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I was given lollipop to shut me up and make me happy about their service. Their lollipop was a credit of less than $200. it’s not about money it’s ACCOUNTABILITY! 
  The executive member who is corresponding has received my email back to them. 
  

  here is my response

  *******,
  I appreciate your attention and understanding of my situation. 
  
  I would like my Enercare contract of all my maintenance and protection plans services that I pay for emailed to me please. 
  I would like Patil the first technician who came on 29th December to my house, to be accountablefor is awful service. His education, his work ethic and entire process of how he handled my situation be bought attention to Dave G. and his managers.  How He could not tell that a furnace was absolutely burnt out and a new air handler furnace installation is required. How the drama of ordering a part was dragged all the way to the 3rd of January, till the salesman came into my house to tell me a new furnace air handler is required. 
  I want to know why my plan did not cover replacement of a furnace air handler When I have been a loyal customer for 17 years, paying the maintenance and protection plans.  
  I want the person accountable for ordering the part to be accountable for delaying the order of a part. ( I was lead to believe this is what is required to fix my furnace) 
  I want all the people involved in the new installation process and sales to be accountablefor not taking the urgency, the need of my situation! That they did not take into account of 10 days that my house and family had no heat. That during those days the outside temperature was -21!!!! No one stepped up to the plate to replace the installation guy who called in sick! I want those people accountable for not having a replacement for someone calling in sick!!!  
  To be told in the morning of the installation, no one is coming to your house when we have taken time off our work. I want this to be noted that our income was affected due to this.! 
  I want Dave G. to call me and if I do not pick up the phone leave me a message his return phone number. He is also accountablefor how his company is being operated! 
  
  Thank you. 

  Business Response

  Date: 15/01/2025

  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 can confirm the technician involved has been coached and appropriate action has been taken.  We can confirm a goodwill credit has been issued, and we are unable to apply any additional credits to your account. 

• Initial Complaint

  Date:08/01/2025

  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.

  We moved out from our property with a hot water tank lease on Jun 20, 2024.
  
  We provided prior notice, completed all of the necessary forms and notified Enercare a month before our move.
  
  We continue to be billed for this lease despite the new owner taking over the contract.
  
  We have called and spoken with every level of representative who every time has reassured us that in 1-2 billing cycles the issue would be resolved. Everytime we have waited as directed only to see a higher balance due on the invoice. We still continue to be charged for a lease we have not had since June.
  
  The company refuses to create reference numbers but will provide a case number 1/10 times. When you mention this to anyone on a subsequent call they will be unable to access the information or there will be 0 details included.
  
  This company uses deliberately poor service and incompetence to delay issues likely until they can send something to collections and make pennies on fraudulent charges at the consumer's expense.
  
  Through the whole process we have battled with conveniently dropped calls, constant transfers to other teams to "pass the buck" and when we finally got a "supervisor" to call us back I watched my phone ring one time before the call was missed and weeks later I got a hold of someone and still no action was taken.
  
  I have nothing but contempt for this company and just want to be done so I never have to deal with them again. We would like to see our billing adjusted at the minimum to just a prorated amount for Jun 2024 which should be less than $40 not the $418 our most recent bill shows.

  Business Response

  Date: 21/01/2025

  We
  thank the customer for bringing this to our attention. We have reviewed the
  account and confirm that the move request has been successfully completed. We
  sincerely apologize to the customer for the delay and for any inconvenience
  caused. Our billing team has processed a billing adjustment to reverse the
  extra charges and settle the customer’s account. The customer should see the
  billing updates in 1-2 bill cycles.

  Customer Answer

  Date: 21/01/2025

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

  I have been told that the issues have been resolved and to wait 1-2 billing cycles at least 4 times by Enercare, everytime there are just more charges on the bill.

  Since Enercare does not use or keep reference numbers; I would prefer to keep this complaint active until we can confirm the issue has been resolved. 

  Thank you for your support
  
  
  
  ***** ********

• Initial Complaint

  Date:08/01/2025

  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 had a rental property, *** ******* ***** ****** Ont. Canada. it had water heater rental from EnerCare Home at around ~ $50.00 since we purchased the property from the build in 2023 and we and tenant have been paying that amount since we took possession. the nightmare started when tenant moved out on May 23, 2024, Enercare start to double charge me every months (initially via ******** gas even the account was transitioned to Enercare previously. I have been keep on calling EnerCare many many times, and each time waiting time on the phone often over 1 hours. they keep on have all kinds of excuse why the double charge applied without knowing what happened. I had to prove with my property purchase agreement and many letters from Enercare to prove to them the monthly rental was around $50.00. After over 20/30 hours total over the phone with many different cases opened by EnerCare, they finally agreed that it was their mistake to over charge me. they promised to refund the 4 months over charge via ******** to me in October. and last (5th) over charge (after admitted previous 4 months and promised to refund) was applied to new EnerCare account. However, after 3 months, Enercare still have not refund the money with all kind of excuses (need approval- which should have approved). I called them a few more times and this issue still not resolved.
  there are many cases created/closed by Enercare
  #********
  #******** #********
  
  refund/transfer fund case (never executed)
  #********
  #********
  
  I had many emails communicate with them..

  Business Response

  Date: 10/01/2025

  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.

  Customer Answer

  Date: 03/02/2025

  
  
  Complaint: ********

  Hello,  

  Enercare never responded to this complain directly.  Because I stop paying their bills now, they are calling me almost every day.  everytime, I point to them that Enercare didn't refund the money and every time they said they  will ( they are ***** ). 

  
  
  
  I am rejecting this response because:

  Issue still not resolved and never refunded even agreed and acknowledged.  Enercare refund memo:  #******** (refund $198.48 + HST)
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 14/02/2025

  We confirm that the billing error
  has been corrected and that the customer currently has a credit balance on
  their account. We will be processing an e-transfer to refund the
  customer the credit amount. The customer should receive the funds in 7-10
  business days. We sincerely apologize to the customer for any inconvenience
  caused and we thank them for their patience and understanding while we worked
  to resolve their concerns.

• Initial Complaint

  Date:07/01/2025

  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 new Home Buyer and was transferred a Water Heater Rental system by the previous owner. It was mentioned in APS that the Water Heater Rental is there and no Terms and Conditions were specified. I am not in direct contract with Enercare still they charge me every monthh. I have reached out to Enercare support and they do not want to understand. I want to terminate my Contract with them, which I never signed directly with them.
  
  
  Consumer Protection Laws provides protections against unfair business practices, including misleading or deceptive agreements.
  
  (****) guidelines stipulate that all terms related to the property, including utilities and rentals, should be clearly disclosed and agreed upon during the sale.
  
  
  
  Lack of Specificity
  
  Ambiguous Terms: The absence of detailed terms and conditions may render the assumption clause ambiguous and potentially unenforceable.
  
  No Direct Agreement
  
  Unauthorized Transfer: If you never signed a contract directly with Enercare, the assumption of their account without your explicit consent is contestable.

  Business Response

  Date: 10/01/2025

  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.
  If the customer wishes to cancel the agreement prior to the end of the rental
  term, they will be required to do so in accordance with their contractual
  obligations, including the buy-out provision. Nevertheless, as a gesture of
  goodwill and to assist the customer with their situation, we offered a reduced
  buyout on the rental equipment. We are waiting to hear back from the customer if they accept the offer.

• Initial Complaint

  Date:06/01/2025

  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.

  purchased a home nov 2023, came with rental hot water heater that was 5 years old , dec 14 2024 heater failed, called 24/7 hotline for repair spent 1/2 hr on phone advised couldnt come out to fix or book and appt would call back, as of today never called back. hired my own plumber. called company dec 23to remove tank was out on hold 20 mins then disconnected. called back was transferred several times. they told me in order to cancel contract i would have to pay 3600 dollars . offered me 100 off for not coming out and fixing the tank, i told them this was unnaccetpable tank has a big sticker 24/7 service , they did not fulfill their end of contract. advised they will continue to bill me refuse to pick up broken heater. threatened to ruin my credit. claim number ********

  Business Response

  Date: 10/01/2025

  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.
  If the customer wishes to cancel the agreement prior to the end of the rental
  term, they will be required to do so in accordance with their contractual
  obligations, including the buy-out provision. Nevertheless, as a gesture of
  goodwill and to assist the customer with their situation, we offered a reduced
  buyout on the rental equipment. We are waiting to hear back from the customer
  on how they wish to proceed.

  Customer Answer

  Date: 29/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:they are not addressing the issue. Approx a month ago the hot water failed. They advertise 24/7 response. I called that day never heard back from them over a week. I have repeatedly tried at least 6 occasions to book an appt without success.  No hot water over a month just calls to pay. Have spent many hours on phone only to get empty promises never a call back. No water no contract no pay. They violated contract I want out. 
  
  
  
  Sincerely,
  
  
  
  ** ***********

  Business Response

  Date: 07/02/2025

  We have tried to clearly explain Enercare’s position in multiple
  email communications with the customer. We apologize if the customer does not
  agree with our responses however, Enercare’s position remains that the customer
  has an enforceable contract, and they are responsible
  for their contractual obligations, including the buyout provision. Despite
  that position, Enercare has made a goodwill, without prejudice offer to settle the
  customer’s complaint. Should the customer wish to accept Enercare’s offer, we
  look forward to hearing back from them otherwise, we are unable to provide any
  further assistance with respect to the customer’s concern.

  Customer Answer

  Date: 13/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You do not seem to understand or simply to not care to. I have explained this several times but will attempt to once again. I am not arguing there is a contract. My end is pay monthly for tank and hot water. Yours to provide a working tank and repair when needed to supply hot water. I have kept my end of contract you have not. No working tank since early Dec. Many attempts , calls , hours spent with inept call center trying to book service with no success . Contract works both ways your choose not to honour your responsibility I have honoured my end of contract. You breached contract by your choice and lack of action. Simple customer service seems to elude you . 
  
  
  
  Sincerely,
  
  
  
  ** ***********