Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

This business is NOT BBB Accredited.

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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

1,124 total complaints in the last 3 years.
665 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/01/2025
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.
23 December 2024
Victoria T. Chief Customer Officer
**** ********** **** ******** ** *** ***
Subject: Overbilling account #500021104539

Dear Ms. T.,

Please help. Enercare billed me twice for cancellation of my Plumbing and Drain Protection Plan but I have not cancelled anything. Multiple calls with your Customer Service have not led to reimbursement of these billing errors.

Specifically, in August 2024, I moved from one home (** ********* ****** ******* **) to a new home (** ***** ******** ********* **) and arranged with your Customer Service to transfer the Plumbing and Protection Plan from my old to new home. However, in September, Enercare charged me (invoice #************ a cancellation fee of $189.90 ($214.59 with taxes).

Over multiple calls back and forth, your Customer Service told me that the cancellation fee would be reversed and I would be given the plan free of charge for six months due to the inconvenience. However, in your October invoice, I was charged me (invoice #***********) another cancellation fee of $170.91 ($193.13 with taxes). While the six months of free coverage has been implemented, I have not yet been refunded.

In summary, I did not cancel my protection plan yet Enercare, in error, charged me twice for cancellation ($214.59 in September and $193.13 in October). While your Customer Service acknowledged that I should not have been billed cancellation fees and told me that I would be refunded, Enercare has not yet reimbursed me.

I hope that you will ensure that Enercare reimburses me the total amount overbilled totalling $407.72 after taxes.

Thank you in advance.

****** ******** CPA
** ***** **** ******** ** *** ***
Email: *********@*****.com
Tel: ************
Business Response
Date: 06/01/2025
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: 13/01/2025

Complaint: ********

Enercare's response is not fully acceptable because it has not yet refunded the amounts owing to me. While it promised to repay the amounts in 1-2 business cycles (I assume is 1-3 months), this the same promise made several months ago.

Sincerely,

****** ********
Customer Answer
Date: 06/02/2025

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,

****** ********
Initial Complaint
Date:06/01/2025
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 May 23, 2024, after nearly 13 years of renting our hot water tank, my wife and I decided to buy it out. I called Enercare that afternoon to initiate the buy out process, which I naively assumed could be completed that day. To make a long and very painful story as brief as I can, 12 days and nearly 10 different Enercare representatives later, I was contacted by a 'Loyalty Specialist/Manager' named "Melwyn" on June 4, 2024. I completed the buy out procedure with Melwyn over the phone that day between 4:30 and 5:00pm. A phone call which, along with all my previous calls, as I had been informed at the onset, were being recorded for "quality assurance purposes". During our conversation and prior to making the buy out payment, I asked Melwyn for assurance (since by this point I had absolutely NO faith in Enercare and wanted absolutely nothing further to do with them) that once the buy out payment is made, there would be no further interactions of any kind (up to and including ANY further billing) between us and Enercare. I was assured by Melwyn that this was indeed the case. Nearly 6 months after that phone call, I am now receiving, surprise surprise, phone calls, voice messages and emails stating that we owe an additional $32.67 to Enercare for the period between May 15, 2024 and June 4, 2024. This after having paid in full the Enercare stipulated amount of $261.00 plus tax for the hot water tank buy out, plus an additional $42.55 plus tax for what I was told by Melwyn was our "final" tank rental fee for the period between April 15, 2024 and May 14, 2024. A total of $343.01, which was on top of the nearly $6500.00 that we have paid Enercare over the course of almost 13 years of an imposed rental agreement. The final invoice from Enercare on June 15, 2024 stated nothing about the tank buy out, only the amount we paid. And now, 6 months after the fact, we are being harassed for a mere $32.67. We've never missed or even been late with a payment in 13yrs. ENOUGH.
Business Response
Date: 06/01/2025
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: 09/01/2025

Complaint: ********

I am rejecting this response because:

I contacted the BBB because I wish to have NO further contact/dealings with Enercare. Please direct ALL communications to the BBB.

Sincerely,

****** ******
Business Response
Date: 17/01/2025
We thank the customer for bringing this to our attention. We
have reviewed the account and confirm that the outstanding balance on the
customer’s account is valid. The rental rate is pro-rated therefore, the
customer was billed up to the day that the buyout was completed. Nevertheless,
a billing adjustment has been processed to credit the outstanding amount and
settle the customer’s account. The customer should see the billing updates in
1-2 billing cycles.
Customer Answer
Date: 22/01/2025

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:06/01/2025
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 been a loyal Enercare customer for 47 years. Over the years, I’ve consistently carried a protection plan for my home's boiler to ensure peace of mind. My husband and I are 74 and 80 years old, and we’ve always renewed the plan annually and paid our bills without issue.

This year, knowing we were moving at the end of November, I called Enercare to cancel the protection plan after receiving my November bill, which included the renewal fee. The representative confirmed the cancellation without mentioning any concerns or outstanding obligations.

On December 1—just four days before our house closed—our boiler broke, requiring repairs. Because I had canceled the protection plan, I paid for the repair out of pocket. When I called Enercare to confirm my balance for a few days of December usage, I was shocked to learn I still owed the remaining year's protection plan fee.

Apparently, the plan renewed in early October—something I was never informed of. Instead, I received the charge in November, giving me no chance to opt out before the renewal. Worse, I was told that since I canceled in November, I no longer had coverage, despite being charged for the full year.

This is unacceptable. Why is the renewal applied in October but reflected on the November bill? Customers deserve notice in advance. Furthermore:

I canceled the plan after receiving the renewal notice, believing I was within my rights.
I no longer own the home and cannot benefit from the plan. Enercare confirmed I had no coverage when I needed it most.

It is unreasonable to charge me for pretty much a full year of protection when Enercare denies me any benefits of that plan. This is not how a reputable company should treat long-term customers, especially senior citizens who have been loyal for nearly five decades.

I urge Enercare to do the right thing: reverse this unjust charge and ensure your billing and renewal processes are transparent and fair to your customers.
Business Response
Date: 06/01/2025
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: 12/01/2025

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:06/01/2025
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.
Before I signed the contract to buy a heat pump with furnace and rent a new water heater in December 2023, I was offered a non-pay period for 6 months for the water heater. However, I have been paying every single month since the installation of new water heater. I have contacted Enercare several times via email and phone. However, they do not resolve the issue. I have not received a single reply via email even though I followed up on my first message a few times. The interaction number for the call with Enercare call center on Nov 7, 2014 is *******. It is obvious that Enercare deceives customers during sales process.
Business Response
Date: 06/01/2025
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: 08/01/2025

Complaint: ********

I am rejecting this response because:
They have not reached me. They provided a credit only for a single month that is for the bill dated as December 26, 2024. However, they have not refunded for a total of 6 months.

Sincerely,

***** *****
Business Response
Date: 18/01/2025
We confirm that the
customer is currently receiving the discount on their bill; the discount was
applied to his December bill and will be applied on the next 5 bills. We
appreciate the customer's patience and understanding while we worked to resolve
their concerns.
Customer Answer
Date: 23/01/2025

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:06/01/2025
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 called the company we bought the boiler from and it apparently was bought out. We originally called the people who set up the boiler and they informed us they were bought out. We spoke to them in the middle of October. They wanted to offer the plan to us to which we did not want it, I did not mind if they sent info to us to look it over it but that's it. When my husband spoke with them, he reiterated the same thing, but turns out they used this to accept a plan and we did not accept that at all. We received a bill near the end of October but it only arrived to me after the 10 day period to cancel it seems. They said they would investigate it and never gave me any update on it, but they did call to offer people to come out which we did not need. I have a bill that's now up to over 100, but after speaking with them they told me in order to cancel with them I would have to pay the full years worth, which is over 400 dollars.
Business Response
Date: 08/01/2025
As a one time gesture of goodwill, we have gone ahead and cancelled the customer's protection plan waiving the otherwise mandatory bill-out fee, we have also gone ahead and issued a full bill credit to the account.
Initial Complaint
Date:12/12/2024
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 made arrangements to buy out our hot water tank for 859.20.
we paid the amount in full on December 3, 2024
enercare took the same amount out on December 6th 2024, they were not authorized to do so.
Now we are out 859.20 and they are not giving our money back. the call centers are not handling the issue.
it's 2 weeks before Christmas I cannot afford to be out that money and mortgage will bounce because of this.
THEY CAN TAKE MONEY WHY CANT IT BE PUT BACK
The call centre's who deals with our concern is useless I have sent 2 emails to enercare and not even an acknowledgement.
This Is seriously wrong.
I want my 859.20 back!!
Business Response
Date: 12/12/2024
We can confirm the customer's request is currently being worked on an expedited basis.
Customer Answer
Date: 26/12/2024
Problem has been resolved., money was refunded
thanks
Initial Complaint
Date:11/12/2024
Type:Order 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.
October 15th 2024 I paid $389.85 to buy out my hot water tank thus ending my rental contract with Enercare. Instead of closing my account and ending the contract they have still been sending me monthly rental bills for a hot water tank I now own. After 3 phone calls and over 4 hours on the phone with their call centre in Columbia, I have been unable to resolve the issue. I have been promised follow ups via email and phone from managers and supervisors from the billing department but have yet to receive a single report. The incorrect bills they are sending me will be past due soon and I am worried they will have an impact on my credit rating. I am unable to reach anyone on the phone from Canada to assist.
Business Response
Date: 11/12/2024
We have confirmed the rental contract has been terminated, and the customer currently has a credit balance on the account, we have reached out to the customer to confirm if we e-transfer the credit.
Customer Answer
Date: 12/01/2025

Complaint: ********

I am rejecting this response because: While it is true that my account balance is currently zero owning this was not the case on December 20th when they issued me a new bill with a payment due of $27.18. I called them on December 23rd to once again explain why the bill was in error. Within 2 days they did show the December bill as paid with zero owning - but only after I called to explain the situation again. This is the 3rd bill they have sent me in error. I have made multiple calls over this and they still keep issuing me bills. Until one month goes by without being issued a bill I will not consider this issue resolved. ALSO - because I am no longer a customer of theirs I want my account closed. They have told me that this happens automatically due to inactivity over the course of multiple months. This is unacceptable. I want my account closed immediately to ensure these bills stop coming on a monthly basis.

Sincerely,

***** *******
Business Response
Date: 23/01/2025
We can confirm once a credit or change is made to an account, there is a delay in the processing time for the customer to see the changes. Kindly note as per the above request, we have gone ahead and deactivated/cancelled the customers billing account.
Customer Answer
Date: 27/01/2025

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:05/12/2024
Type:Order 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.
Since Aug. 16th 2024, I advised Enercare to cancel my Gas Water Heater Rental Service and asked to confirm all future discussion via email. I still receive continued phone calls and no emails or confirmation of cancellation, removal of unit, and retraction of charges. I have sent a Registered Letter as well.
Business Response
Date: 12/12/2024
We
thank the customer for bringing this to our attention. We confirm that in September
2016, the customer entered a rental water heater contract with Enercare. At the
time the contract was entered into, the customer was provided with the monthly
rental amount and the applicable terms and conditions. Based on the information
we have on file, the customer 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: 15/12/2024

Complaint: ********

I am rejecting this response because:
First, I think the method that they claim to have this authority to charge such exorbitant fees and enforce them with total lack of transparency should place them in the ****** ***** * ***** ***** ****** *******.
Second, I have no records indicating that I approved such an agreement and have asked for proof.
Third, *** *********** has been involved and subsequently Enercare significantly reduced the settlement amount. This particular case was very similar to my current situation.
Fourth, if Enercare is such an effective business, why are some many well recognized competitors offering that same service at much lower prices.
Fifth, if ******** gained enormously from the get-go by gaining a significant portion of business from not just Water Heating, but House Heating, Gas Range, Clothes Dryer, Gas Fireplace and Outdoor Gas Grill how can they get away with ******* for this business!?
*** **** ** ******** ****** **** **** ** ** ***** ****** ****** ***** ** **** ***** **** ***** ********

Sincerely,

******* ********
Business Response
Date: 24/12/2024
Enercare’s position remains the
same, the buyout charge is valid. We have already offered the customer to
reduce the buyout price as a gesture of goodwill and as a final resolution. 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: 08/01/2025

Complaint: ********

I am rejecting this response because:
Enercare committed in writing to provide proof of my agreement to the rental contract. I advised them that according to my records, NO SUCH AGREEMENT WAS MADE!
The Amount of money I have paid for this unit with NO SERVICE involved by far exceeds what is deemed fair and appropriate.
Now ENERCARE is failing on their commitment to provide PROOF and is going through BBB's Back Door in order to avoid dealing directly with me and being "Called Out"
The acceptable action at this point is for Enercare to Close my account immediately and agree that NO PAYMENTS ARE REQUIRED.
I hhighly recommend they do this to avoid further public exposure!

Sincerely,

******* ********
Business Response
Date: 09/01/2025
Enercare¿s position remains the same, the buyout charge is valid. We have already offered the customer to reduce the buyout price as a gesture of goodwill and as a final resolution. 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.

Business Response
Date: 31/01/2025
We can confirm as a goodwill gesture, we have offered to waive 50% of the valid rental arrears owing and a goodwill discount towards the rental termination fee.
Customer Answer
Date: 07/02/2025
As discussed and in order to keep a record of the ongoing process regarding this matter, could you please include this in the applicable File#********.
Also, if possible, can you assist in obtaining a response from Enercare in hopes that this issue can be closed.
Kind regards,
**** ********
Business Response
Date: 11/02/2025
We have ******** a copy of the email sent to the customer:

Dear Mr. Cockbain,

Enercare confirms that you had use and benefit of the
rental water heater and you remain responsible for the valid rental charges up
until the issue was first brought to Enercare’s attention (September 18th,
2024)

We can confirm
the rental ***** PV50, Serial Number ********** was installed on the premises
of *** ******** ** ** **********, Ontario on or around September 30th,
2016. Kindly note the ******** document was provided after the
rental water heater was installed and confirms the full terms and conditions of
the rental water heater which includes the buyout provision.
Please
note Enercare would have not installed the subject equipment without the
correct authorization, and we can confirm that you have the use and benefit of
the equipment. Enercare can further confirm that on January 30th,
2017, Ms. ******** called in and requested service on the rental water
heater and noted that this service call was completed at no charge due to the
water heater being a rental water heater, we can confirm you were aware the
water heater was a rental with Enercare.
Nevertheless,
in order to further assist you with your situation we are willing to provide 1
of the below 2 options:
Mr. ******** to pay rental arrears to date of complaint
($81.98+HST) and Enercare remove our equipment for $0.00 in exchange for a
release and Enercare will pick up our rental water heater within 10
business days of the signed agremeent, OR
Mr. ******** to pay rental arrears to date of complaint
($182.39+HST) and 50% reduced buyout ($459.00+HST) in exchange for a
release.

This
is our final offer. Kindly
note this offer will remain available for your acceptance up until February 15th,
2025, and this offer will not be extended. Please note we will not be
replying to any future emails regarding this issue.
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-************.
Customer Answer
Date: 14/02/2025

Dear Excutive Escalation Team,

In regards to the options provided I will accept Option 1 with the following conditions to apply :

1 - The amount of $81.98 + HST will be paid to Enercare as a Settlement Fee.

2- Prior to acceptance and payment, I must view the "said" Agreement to ensure no liabilities exist, and Enercare will cease any and all future contact with myself or the person you previously made reference to (my Spouse).

3- The timing for the removal must also be in accordance with my availability as I am frequently travelling on business. I would be able to commit to an exact removal date within 30 days of the signed agreement date.

4- Enercare must confirm that they are responsible for any and all damage to my property while removing the existing unit.

5-Should you wish to avoid the cost and liabilities of the removal and disposal of this unit, I will agree to handle this process at no charge to Enercare. Your choice.

Finally, I do hope that **********/Enercare will improve your business methods in order to remains viable in the years ahead. Your competitors are very aggressive and offer much superior service (e.g. immediate and direct "un-layered" response).

Yours truly,
******* ********
Business Response
Date: 19/02/2025
We can confirm we have provided a full goodwill offer to the customer and we will not be responding to any further inquiries on this matter, should the customer chose to decline our goodwill gesture.
Initial Complaint
Date:05/12/2024
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.
November 19 Enercare to service furnace.
Decided they needed to order a part.
Part arrived and installer broke another part trying to install it.
No contact from inner care around this part.
Part not available so need to order new furnace.
I’ve been trying to order new furnace for over a week And have escalated four times.
Space heaters were supposed to be sent and have not so there has been no heat for almost 2 weeks in the home.
November 20-spoke with Sohari
November 22 spoke with agent
November 25 spoke with Chris.
November 26 spoke with Philip
November 27 spoke with Santiago
November 28 spoke with Maria, Gurpreet, Alexa, Nicholas, who was supposedly a manager
December 2 spoke with Valentina, Pia, Matthew,Karen, Sebastian, Juan, who is also suppose to be a manager. All of them have said that they cannot help me with ordering a new furnace.
I pointed out it is illegal not to have heat and they said they were sorry and would escalate. Escalation numbers include ********, ********* three ********** Still have no heat and have not been called back. Don’t know what else to do. Please assist me in getting heat.
Business Response
Date: 09/12/2024
We are actively working with our field team to resolve this customer's concerns on an expedited basis.
Customer Answer
Date: 09/12/2024

Complaint: ********

I am rejecting this response because: I do not have a furnace or heat. No one has returned my call from Enercare. I have called multiple times and have had no response to the fact that I have not had a working furnace for over three weeks. This situation is completely unacceptable and I’ve escalated it to my member of Parliament and consumer relations. I expect to receive $4200 for the time and effort that has gone into this as well as a replacement furnace ASAP.

Sincerely,

****** *******
Business Response
Date: 27/12/2024
We can confirm the customer had a rental unit previously, we removed the unit, installed a new unit, and ensured the heat has been restored. We provided the customer with a $2,500.00 goodwill discount on the new unit. The customer is not entitled to any further compensation.
Customer Answer
Date: 10/01/2025

Complaint: ********

I am rejecting this response because:
I have responded multiple times and my questions have not been answered.
Reza A. and Paula D. have been communicating with me intermittently and I am hoping for a response this afternoon from Reza to resolve this concern.

Sincerely,

****** *******
Business Response
Date: 23/01/2025
We can confirm our office will be in touch with you by next week.
Initial Complaint
Date:28/11/2024
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 called in to cancel my furnace maintenance service with Enercare months ago but the cancellation request sat in their system and no one ever processeses it. I kept getting charges accumulating on my account and then I get collection calls from the company saying I owe money on my account and asks me when I'd like to pay it. When I tell them I've called in to cancel already they apologize and assure me they'd process it, reach out to the billing department to adjust my balance to 0, and ask the collection department to stop these calls. Yet weeks later I'd get another harassment call and repeat this whole process over again. Then finally I get a confirmation from them in October last month that they've processed my cancellation yet I'm beginning to get collection calls again over the last few days. Please ask this company to sort out their records and stop harassing me and wasting my time for nothing.
Business Response
Date: 05/12/2024
We thank the customer for bringing this issue to
our attention. We have reviewed the customer’s account and confirm that our
billing team has corrected the billing error. We sincerely apologize to the
customer for any inconvenience caused. A billing adjustment has been processed
to reverse the recent charges on the customer’s account. We confirm that the plan has been cancelled. The customer should
see the billing updates in 1-2 bill cycles.
Customer Answer
Date: 05/12/2024

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,

******* *****

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