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

1,118 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:27/11/2024
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 cancelled my services with Enercare in August. Since then, I have continued to be billed for services. My husband and I have escalated to management, and the first outstanding (and incorrect) bill was resolved, with written confirmation via email. Then we subsequently received another bill the next month.
Business Response
Date: 27/11/2024
We thank the customer for bringing this issue to our attention. We have reviewed the account and we can confirm the rental water heater contract has been terminated, and a credit has been posted to the account to ensure the account balance is $0.00.
Customer Answer
Date: 27/11/2024

Complaint: ********

I am rejecting this response because: it’s incorrect - they indicated that the account balance is $0 because of a customer care adjustment. The customer care adjustment took place last month, and was supposed to make my account $0, then I was subsequently billed again this month. I then paid the outstanding amount so my account didn’t go into arrears. I would like my refund

Sincerely,

***** ************
Business Response
Date: 29/11/2024
We can confirm an e-transfer refund request was already made and the customer can expect to see the funds within 1-2 weeks.
Customer Answer
Date: 04/12/2024

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,

***** ************
Initial Complaint
Date:27/11/2024
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 was out of the country for a few years.
Just a couple month back ******** change its billing method where hot water tank rental would be charged by enercare.

In 2017 enercare came to fix a broken hot water tank. The technician instead of fixing replaced the hot water tank.
I did not authorize to enter any contract with enercare.
When I reached out to enercare for sale agreement. They forwarded me a copy.
The agreement clearly shows no signature of myself or my wife.

I feel I was tricked by the technician from enercare
Since we auto pay our ******** bill I did not realize I was paying a hot water rental fee to enercare too.

I like enercare to provide me some type of reimbursement
And stop charging any further fees
Plus give me the hot water tank to own with a 2 year warranty at no additional charge.
Business Response
Date: 02/12/2024
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. We would like to clarify that the paper
contract does not have the customer’s signature because the customer completed
a verbal agreement (Bill55) for the rental water heater. In this call
recording, the terms and conditions of the agreement were read, and the
customer agreed to terms and conditions that were verbally outlined. We confirm
that verbal agreements, also known as remote agreements, are recognized as
valid, binding contracts in the province of Ontario. If the customer would
like a copy of the call recording, they can contact our Customer Service toll
free number at 1-************ and request for the call to be pulled from our
storage facility.
Customer Answer
Date: 02/12/2024

Complaint: ********

I am rejecting this response because:
I have tried the obtaining the recording.
but the customer service call center can’t find it.
I like the recording emailed to me
I can not waste hours on the phone as I have a job and other responsibilities
if there is is a phone recording I like enercare to share it with BBB and myself

Sincerely,

***** ******
Business Response
Date: 09/12/2024
We are currently in the process of retrieving
the call recording. The customer should receive a copy of this call in 1-2 weeks via email.
Customer Answer
Date: 23/12/2024

Complaint: ********

I am rejecting this response because:
I actually posted the below message and did not hear back and my file was closed
I have tried the obtaining the recording.
but the customer service call center can’t find it.

I like the recording emailed to me
I can not waste hours on the phone as I have a job and other responsibilities

if there is is a phone recording I like enercare to share it with BBB and myself,

***** ******
they still have not provided recording of my approval
Business Response
Date: 24/12/2024
We can confirm we sent the customer the call recording on December 13th, we have resent it again today.
Customer Answer
Date: 03/01/2025

Complaint: ********
i have not received password to access voice mail.
I would like enercare to provide voice recording and password to access recording to BBB who can forward it to me

Customer Answer
Date: 08/01/2025
I like to receive voice recordings of me approving work.
Enercare sent me an encrypted file that require a password
so I can hear the recording without the password
Business Response
Date: 16/01/2025
The customer has been emailed the Bill55 with the password on December 13,2024 + December 24, 2024, and January 16, 2025
Customer Answer
Date: 16/01/2025

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:22/11/2024
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 a Hot water tank rental with this company. The unit was working properly for the first two years we were in this house and then it started to degrade in the amount of hot water available. We have had a technician note starting two years ago then again in February 19, 24 and then again on November 19, 24.

The technicians only looked at filters and computer-based diagnostic Sensors, they did not and could not look inside of the unit for mechanical issues, such as the feeder tube.

We have had very poor customer service, placed on hold for hours, Been told that we would be called back and then weren’t, and Been told that it has more to do with our usage than the equipment. There has been no collaboration, discussion or investments in our concerns.

We have tried several times to talk with the company with very little success. After such poor service and avoidance in working with us, we have no choice, but to replace the system Ourselves. In response to this, the company said they would charge us for breaking the contract rather than helping us.
Business Response
Date: 29/11/2024
We
thank the customer for bringing this issue to our attention. We confirm that
the home builder requested that Enercare deliver a specific rental Water
Heater. As such, Enercare supplied the builder with the requested equipment,
which was then installed in the home prior to the customer having purchased the
home. Enercare is not privy to any of
the negotiations between the customer and the builder but understands that the builder
provided the customer with information reflecting the home included a rental water
heater along with details of the rental. We also confirm that each time
the customer has requested service, they have been given the earliest
appointment available. The customer has had 3 service calls since 2022, and each time the technicians
have confirmed that the tank is working according to manufacturers
specifications and meets the requirements of the home. 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 and to
assist the customer with their situation, we have offered the customer a
discount on the buyout. We are waiting to hear back from the customer on how
they wish to proceed.
Customer Answer
Date: 04/12/2024

Complaint: ********

I am rejecting this response because: Enercare has sent a technician out 3 times now over two years. In that time the hot water tank has degraded in functionality steadily in that time. Enercare has refused to accept that the equipment is not functioning and their technicians have admitted to not having the equipment nor training to address what could be wrong. Therefore, Enercare has not met their obligations to this contract and we do not accept to pay more money for not having the proper services.

Sincerely,

******* *******
Business Response
Date: 11/12/2024
Based on
the information we have on file, it remains Enercare’s position that the rental
water heater contract is enforceable, and that the customer is responsible for their
contractual obligations, including the buyout provision. As a gesture of
goodwill, the customer has been offered a significant discount on the buyout. 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 this concern.
Customer Answer
Date: 13/12/2024

Complaint: ********

I am rejecting this response because:

Enercare has done minimal inspection and service over the 2 years that this product has been steadily declining. They have disregarded our concerns and are hiding behind their position without remorse for their failure in customer service.
We are not asking for compensation, nor reparations, however if this persists we may change our mind.

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: 09/01/2025

Complaint: ********

I am rejecting this response because the company refuses to accept that their product is defective. Despite numerous attempts to have them repair it they did nothing to fix the issue raised.

Sincerely,

******* *******
Initial Complaint
Date:22/11/2024
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 have lived in my home for 5 years. Their collections department contacted me 5 years after purchasing my home, trying to enforce an agreement that I have never seen, nevermind signed. I don't know how they obtained my information, and are now threatening my personal credit.

After numerous requests, they still refuse to produce the alleged agreement that they are in posession of.

That being said, they did send over their standard agreement, and it is absolutely unconscionable that somebody would sign it.. They call it a rental, but use of the word "rental" implies would be that there is either a fixed end date, or a reasonable notice period for the return of the equipment.

Their "rental agreement" has no end date -- solely up to their discretion. There is no defined breakage fee or schedule, so that somebody can understand what they're getting into, just "an amount at their sole discretion". There's also some absolutely ridiculous language about how the contract can be transferred to somebody without even seeing it. That's not a rental -- that's a license to take your money in perpetuity.

I have been in contact with numerous agents and my request remains consistent -- provide me a serial number or something to prove that you might own the water heater in my home, and I will happily have it removed and available for them to pick up.
Business Response
Date: 29/11/2024
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 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 and to assist the customer with their situation, we
have offered the customer a discount on the buyout. We are waiting to hear back
from the customer on how they wish to proceed.
Customer Answer
Date: 07/01/2025

Complaint: ********

I am rejecting this response because:
Enercare has failed to provide any documentation showing that I have "assumed" a rental agreement, nor have they even provided a copy of the supposed rental agreeement that they are apparently trying to enforce upon me.
They made up 2 dollar amounts -- which seem to be completely random -- a "regular price" and a "discounted price", to make it seem palatable to just give them money. I believe this is also in violation of competition bureau rules given that if you're going to communicate a "regular price", it must actually be established -- and there has been no documentation establishing any sort of regular price.

Sincerely,

***** *********
Business Response
Date: 16/01/2025
Based on
the information we have on file, it remains Enercare’s position that the rental
water heater contract is enforceable, and that the customer is responsible for their
contractual obligations, including the buyout provision. As a gesture of
goodwill, the customer was offered a significant discount on the buyout. 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 this concern.
Customer Answer
Date: 22/01/2025

Complaint: ********

I am rejecting this response because: enercare has not provided any documentation or contract showing that I am responsible for a water heater rental.
Their suggestion that they offered a substantial discount on the buyout price is laughable. They quoted roughly a 20 percent discount, but their so called "regular price" seems to be something completely made up... as they have not provided any documentation establishing that regular price.

Sincerely,

***** *********
Initial Complaint
Date:21/11/2024
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.
Called Enercare on October 1st and asked for abuy out for my water heater rental. On October 3rd received an email and they gave me an amount of 1285.94. Paid in full on October 16 and got a confirmation email that balance paid in full. October 19th i got a call from enercare and the agent asked me to call the billing department. I wasn't sure why i have to call as the agent who took the payment confirmed that balance was paid in full. On November 1st got a bill showing i have a credit of 1200 dollars on my account and my account is still active. Calledthe billing department again and the agent said there was a mistake and he will fix it. He also confirmed that buy out has been processed and account will be closed. November 8th called again as online account was still showing a credit balance only to find out that nothing was done. Again the agent said he will fix it but i asked for a confirmation number and his employee number so he transferred me to another department. This new agent told me that 1285.94 was applied as a credit on my account and i don't have to pay for the next couple of years. Told him it was for a buy out not a credit. He then checked and told me it will take a couple of months to correct and i have to pay until it is corrected. There is no other way. Now i am stuck with them and have to pay for 2 to 3 months extra even though i paid the amount in full on October 16th. I just want them to procesd my buy out and close this account. Why should i be paying for 2 to 3 months extra. Apparently they don't have a manager or supervisor that i can escalate this matter to.
Business Response
Date: 21/11/2024
We thank the customer for bringing this to our attention. We have reviewed the account and identified that due to a clerical error, the customer continued to receive monthly charges after the rental water heater contract was cancelled. We sincerely 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. The customer should see the billing updates in 1-2 bill cycles.
Initial Complaint
Date:20/11/2024
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 paid off my water rental agreement in full on August 14,2024 ($1819.30). The company tried double billing me on September 20, 2024. I called their customer service on October 2 and they assured me that a billing adjustment would take place. Reference number ******** was given to me. On October 25th I received a letter from their collections Department again asking for the $1819.30. I called them on October 28th and they assured me that they would contact there collections department and sort this mis understanding out. They placed a note against the original reference number that they provided me ********. On November 1 they billed me again, this time adding a late charge to the invoice of $24.15 increasing what they double billed me to $1843.45. I called them again on November 9th very upset and frustrated that they still have not handled this billing error. Their customer service rep. again reassured me I would not receive anymore texts or mail requesting payment recorded under a new reference number of *******. It is now November 19 and I just received another text from them which Im sure will be followed by yet another invoice. This is never going to stop and I am afraid this will affect my credit score. Can you please help me and get them to stop harassing me? It is causing me unnecessary stress.
Business Response
Date: 20/11/2024
We thank the customer for bringing
this to our attention. We confirm that the customer’s rental agreement has been terminated. We can confirm we have added a credit to remove the additional charges and their current account balance is $0.00. We can confirm no further charges will be posted to the account.
Customer Answer
Date: 20/11/2024

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,

*********** ******
Initial Complaint
Date:19/11/2024
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 had called Enercare last week November 12 before 5pm, expecting to get same day service call as advertised. I was told instead that the earliest someone would come out would be Friday the 15th. After speaking with a manager they had told me the earliest they could do is Thursday between 1pm and 5pm.

On Thursday I had called at 4pm as I still had not heard anything, they told me not to worry, I inquired if they could contact the technician, possibly to confirm that a technician would be coming, and they said no, and not to worry and they someone would be here. At 5pm no one showed up. I called in and was told they would send someone else, and that because I needed an electrician the earliest someone could come now would be Saturday the the 16th.

On Saturday the technician shows up, takes a look and says I need an electrician and he is a plumber, and electricians don't work on weekends.

I have called in this morning Monday the 18th and am now being told the earliest appointment I can get is Thursday the 21st.

I am without hot water, I have an infant at home. All of this is known to them however I still cannot get someone out to fix it in a timely manner.

I have sent an email to the company with no response, I have tried reaching out on social media with no response. I can't get any resolution for this unacceptable business practice where I can't get timely service to fix an issue.
Business Response
Date: 20/11/2024

We thank the customer for bringing this to our attention. We
confirm that a member of the Executive Escalation Team has already been in contact and resolved the customers concerns.
Customer Answer
Date: 20/11/2024

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,

**** *****
Initial Complaint
Date:19/11/2024
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.
I moved out of the service address residence at the end of Aug. I submitted a move request for which no confirmation was provided. I completed several other move requests but still no confirmation. I received a bill for Sept. so I called. Their call centre seemed helpful and told me they submitted a move request on my behalf. Shortly afterward, I started receiving emails and text messages telling me to pay my bill. I called again and was transferred numerous times and had to tell my story every time I was transferred. Then I was hung up on and no one called back even though they made sure they had my call back number. I received more emails so I called again and experienced the same con they played before. Then, I received another bill that showed I owed for two months. I called again and again I experienced being transferred numerous times before being hung up on. I no longer received any bill or email, however today (Nov. 14, 2024) I went online to see if there had been any changes. They have charged me for another month and they think I owe them $108.66. The new tenant at *** ****** *** *, Whitby Ontario has been paying the bill and they are charging me. They told me they needed the property owner's information before I was taken off of the bill. I have provided the porperty owner's contact information from the very start of this fiasco. This company is a con. The reference number they provided to me is ********. According to the call centre, they can see the move requests but for some reason they will not process the request. My bill should show nothing owing because I have not lived at the service address since Aug. 31, 2024. I am looking to have my bill show $0.00 owing and nothing accrued in the future. I believe this is a reasonable request since I did submit move orders during Aug.
Business Response
Date: 20/11/2024
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 are actively working with our Moves Team to resolve the customer's concerns.
Customer Answer
Date: 20/11/2024

Complaint: ********

I am rejecting this response because: nowhere in the response is it stated that I am not responsible for the amounts accumulating on my customer profile with Enercare. I have been told several different stories from Enercare representatives but not one of them is the same story. Therefore, I will reject all responses until it is stated in print that I am not responsible for the monthly amounts accumulating in my Enercare customer profile under monthly bills and amount owing. Why is the bill not automatically transferred to the property owner? They own it! They are responsible. The rental agreement has their signature on it, not mine. Also, the property owner is renting to a new tenant.

Sincerely,

****** *******
Business Response
Date: 27/11/2024
We thank the customer for bringing this to our attention. We
have reviewed the customer’s account and identified a clerical error which
resulted in the extra charges. We sincerely apologize to the customer for any
inconvenience caused as a result of this error. We confirm that our billing
team has corrected the billing error and processed a billing adjustment to
reverse the extra charges. We also confirm that the customer’s rental water heater has been
cancelled. The customer should see the billing updates in 1-2 billing
cycles.
Customer Answer
Date: 29/11/2024

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 because my online account shows I do not have any services with the company. I am unable to access the billing section of my account so I assume there is no balance owing and that there will be no balance owing in the future.

Sincerely,

****** *******
Initial Complaint
Date:18/11/2024
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.
Have been getting billed for a rental I do not have, had automatic payment set up on my ******** bill so did not notice the charge and now I am getting a bill from them directly for a product I don’t have, I request documentation regarding the rental and they were unable to provide any and now I got a bill for $2000 for something I do not have and it is affecting my credit.
Business Response
Date: 18/11/2024
We
thank the customer for bringing this to our attention. We have reviewed the
customer’s account and confirm that we have requested documentation from the customer to which to date we have not received. If the customer wishes to dispute the validity of the rental charges, we do require documentation and proof from the customer.
Initial Complaint
Date:14/11/2024
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.
Business has not tried to resolve the problem by not responding to our inquiries and not adhering to the commitments made by their customer representatives.
Business Response
Date: 22/11/2024
We thank the customer for bringing
this to our attention. We have reviewed the account and confirm that the
pre-authorized debit has been successfully set up. We also confirm that the customer’s account has been set to be exempt from paper
fee; the customer will no longer receive this charge on their bill. As a
gesture of goodwill, we have processed a two-month credit on the customer’s
account that includes the interest fee. The customer should see the billing updates in
1-2 bill cycles.
Customer Answer
Date: 02/12/2024

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. However, I would like to say that I
would not like to go through an episode as I have experienced for several
months speaking to 4 different Enercare foreign support agents whereby three
of them were unable to resolve the payment issue except only one representative
who acknowledged receipt of both the Pre-authorized Debit (PAD) Agreement and
Void Check. This complaint was raised with the BBB as a result that no one in
the customer support was able to resolve the issue saying that Enercare claimed
having never received the PAD and Void Check. Therefore, I would recommend that
Enercare implement the following for better resolutions to avoid creating
difficulties and stresses to its customers in the future.
- That a complaint resolution unit be established immediately for its customers;
- That when any customers including myself have future inquiries that thy are able to speak to an Enercare customer support representative in Canada who are fully trained and customer oriented to handle any types of inquiries to their complete satisfaction;
- Should I decide to an outright buy-out for both, the hot water heater tank and the natural gas fired heating furnace, I am requesting a price confirmation minus the two months offer if I am interested in becoming the owner of these utility pieces sometime in year 2025. Please ensure that if I have any inquiries after receipt of this buy-out confirmation of these utility pieces, that the name, telephone number/extension number, its mailing address including its email address must be indicated on the confirmation document.

Sincerely,

******* ***** *** **** *********
Business Response
Date: 03/12/2024
We sincerely apologize to the customer for the inconveniences they
have endured. At Enercare, we strive to provide excellent customer service and
we regret to hear that this matter resulted in a negative experience. 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. We thank the customer for their valuable feedback. Their feedback
will be sent to the appropriate departments to review and action accordingly.
Customer Answer
Date: 03/01/2025
This email is in reference to the above subject complaint number.

During my telephone conversation earlier this month you mentioned to me that if the issue with Enercare has not been resolved to let you know. I am informing you that accordinging to Enercare statement of a compromise settlement provided through your office, they stipulated the following in their response to BBB which I received on the 29 November 2024 which response was accepted by us.

- We thank the customer for bringing this to our attention. We have reviewed the account and confirm that the pre-authorized debit has been successfully set up. We also confirm that the customer’s account has been set to be exempt from paper fee; the customer will no longer receive this charge on their bill. As a gesture of goodwill, we have processed a two-month credit on the customer’s account that includes the interest fee. The customer should see the billing updates in 1-2 bill cycles.

We are disappointed to date that we have not heard from Enercare by phone or in writing concerning their resolution commitment which we agreed to. As a result, we are requesting that the file be reopened to inform the business because we have not heard from them to date about their resolution commitment.The question is we are wondering why is this business not cooperating with us after we have completed and submitted all the documents requested by this business. May we please hear from you at your convenience concerning this issue.

Your usual attention to this matter is always appreciated.

Happy New Year!

Take care and stay healthy throughout the New Year,

**** *********
***** ***** ************
******* ************
Customer Answer
Date: 06/01/2025
Thank you for your speedy response indicating that you will follow up with Enercare. Greatly appreciated.

A copy of the invoice which I received by email from Enercare this morning is forwarded to you for your record. I should add that Enercare as I stated to them before, the property owner, ******* *****, has been taken care of his payments on his own and that he has no means to the Internet as he does not possess or even have any knowledge to use of a computer, a cell phone and never had a service provider which is not about to invest in this technology at his age.

Enercare were aware that the owner did not have any of these electronic equipment when they installed the furnace and hot water heater on a rental basis which the owner committed to pay each month for about 10 years. To ask the owner to learn the technology at this time is somewhat too late.

Furthermore, Enercare have already agreed based on the communications between BBB and Enercare to make all the necessary auto withdrawal arrangements from the owner's bank account as per the form and the blank check which were completed and submitted to Enervcare as requested. The question is why is Enercare acting now contrary to the commitment they already agreed upon.

We most certainly appreciate following up further with Enercare as the owner is anxious to have this matter resolved at the earliest convenience before further stress result from this issue.

May we look forward to receive a confirmation to the agreed commitment reached between BBB and Enercare last November 2024. Many thanks again.

Take care and stay healthy,

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

Business Response
Date: 15/01/2025
We confirm that the customer has
been contacted regarding this matter. Enercare was unable to locate the form
the customer sent for Pre-Authorized Debit (PAD) and has been asked to re-send
the information again. As a gesture of goodwill, we have cancelled the water heater rental contract and waived
the buyout charge. We have also offered to reduce the buyout charge for the
Furnace. We are waiting to hear back from the customer if they would like to
proceed with the buyout.
Customer Answer
Date: 20/01/2025

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,

******* ***** C/o **** *********

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