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

1,119 total complaints in the last 3 years.
661 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:13/11/2024
Type:Delivery 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.
Entered into an Enercare rental agreement on June 26th 2024 for a new ac & furnace.
Enercare advertised as is still advertising that a prepaid credit card is given out to customers for entering into a new HVAC contract.
I was told it would be 6-8 weeks for delivery after the equipment is installed, it's been a lot longer then that and I haven't received it.
I've contacted Enercare twice about this and haven't been contacted back with a resolution or updates.
Business Response
Date: 22/11/2024
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: 28/11/2024

Complaint: ********

I am rejecting this response because:
I have not been contacted with a resolution yet.

Sincerely,

***** ******
Business Response
Date: 03/12/2024
We confirm that the customer
has been contacted regarding this matter, and a resolution has been provided. We
thank the customer for their patience while we worked to get the issue
resolved.
Customer Answer
Date: 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,

***** ******
Initial Complaint
Date:13/11/2024
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.
Hello
I removed Enercare's water heater and I have replaced it with my own, The water heater was not installed properly and I have included pictures to show their tech people used cedar shakes (mine) to raise the tank , and put the water relief valve up against the stairs. We had a power surge from the tornado that came in my area and we lost many appliances, when they were brought in they almost hit the water relieve valve, and the contractor putting in the new furnace said that the water heater should be flagged as not installed properly I asked them to please remove the tank from my garage or give me a return number and I will pay a reasonable termination cost., We are on pension and we can not pay the large buy out that their people say we owe $836.00. We have been a customer for many years and I hope their can see it in their heart to help us out
*** ****** **********
Customer Answer
Date: 25/11/2024
I have heard from Enercare and have come to a agreement,so please drop the complaint
Thanks
*** ******
Initial Complaint
Date:13/11/2024
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've only paid ******** for gas and this hot water heater. Somewhere over the last few months Enercare took over their billing, but i was notified late and well after the fact. Penalties accrued, without my knowledge, all ******** rental bills were automatically paid via ******** and automatically debited.

On September 3rd I paid out the contract on the hot water tank, and these unfair penalties. All bills show the payout completed.

The buyout was $100 + HST. $199.22 was paid to clear the outstanding balance + the buyout fee. Each month goes by, and I still receive a bill with incurring fees. The hot water tank was removed following the buyout (it broke), yet I’m still getting billed. They took the buyout funds, kept it as a credit, and continue to bill me, while deducting fees from the buyout funds.

I’ve called numerous times. Hours wasted on the phone. Everyone at ******** agrees with the buyout of September 3rd, yet I continue to be billed. Every phone call their employees ackowledge that the buyout should have happened. Yet i'm still getting billed. Its impossible to resolve. Over the last two months they cannot/will not resolve the matter. No manager is ever available.

I have two internal reference numbers with enercare to escalate/investigate: nothing gets done.
Ref: ********
Ref: ********
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 rental contract has been successfully cancelled; a billing adjustment has
been processed to reverse the extra charges. We sincerely apologize to the
customer for any inconvenience caused, and we thank them for their patience and
understanding. The customer should see the billing updates in 1-2 bill cycles. The
customer’s account is now settled.
Initial Complaint
Date:13/11/2024
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.
They have charged me for statements without advising me of the fees. They were supposed to reverse the charges. I called back numerous times and they still haven't reversed it. They said they had "forgotten" to set up the reversal when I called on October 18th and that it would be fixed on the next billing statement. Today, November 12th, I called again and Brandon told me that the system was down and he couldn't do anything for me.
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 the credit was applied to the customer's account and did appear on their September 8th 2024 invoice.
Customer Answer
Date: 25/11/2024

Complaint: ********

I am rejecting this response because: I have had to spend numerous hours following-up in order to get this issue settled. I am unsure why I had to contact the Better Business Bureau in order to have appropriate follow-up. I have asked them directly in an e-mail they have sent me since then and I am still not getting answers, unfortunately.

Sincerely,

**** ********
Initial Complaint
Date:13/11/2024
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.
November 1, 2024 Furnace Inspection under a maintenance plan by Enercare was not satisfactory. A problem was identified, but no solution was presented, as required by the maintenance plan that I pay for on a monthy basis. Given what occurred, I attempted to cancel the maintenance plan immediately so that I could switch to another contractor. I was unable to do this by contacting Enercare customer service. Several attempts to get through to them by me have been unsuccessful.
All I want is to immediately cancel the maintenance plans with no further payments to be made by me. The poor service warrants such a request.
Business Response
Date: 21/11/2024
We thank the customer for bringing
this to our attention. We have cancelled the Heating maintenance plan effective immediately, and
waived the bill-out charge for the months remaining under the plan as a gesture
of goodwill. The Cooling maintenance plan has been set to not renew in January
2025.
Initial Complaint
Date:13/11/2024
Type:Sales and Advertising 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.
Unauthorised payment charges for Protection Plan for Furnace $ 24.99 for the month of Oct 2024. We dont have these charges in the previous bills. About 7 or 8 month before Encare rep came to our hous & sold us "Protection plan for Plumbing & drains" , he told me to intial on a couple of places. buthe did not explain me that it is "One" year contract. To my understanding it is just month to month Insurance/protection plan charges which we can cancel anytime.

Myself & my wife decided to cancel protection Plan for plumbing & drains as it is unnecessary expenses on the household. we came to know by contacting Enercare in Sep 2024 that it is "one year" contract (according to enercare"). We contacted them a couple of time in the month of Sep & oct to cancel this Protection for plumbing & drains. they were telling us that they will charge only $9.(9 for 6 mnnths if we like to continue for another year or so . we are not interested in conituning it. So we ask them to cancel "Auto renewal" which is due in Jan 2025. We have dischssed thismatter with their reps named ******* ******** ****** * On Oct 09,2024,Oct 29,2024 (Ticket # ******** and with **** on Oct 30,2024 with reference # ********.
Business Response
Date: 21/11/2024
We thank the customer for bringing
this to our attention. We have reviewed the customer’s account and confirm that
shortly after the customer’s enrollment for the Heating protection with
maintenance plan, a welcome package containing the terms and conditions of the
plan was sent to the customer. Approximately 60 days prior to the plan
anniversary date, a renewal letter is sent to customers which includes the
renewal date, the renewal rate, and options to cancel. We confirm that we have
no record of any cancellation request from the customer. We confirm that the renewal
for the plan in October was an automatic renewal. As a gesture of goodwill, the
pan has been cancelled and the bill-out charge for the months remaining under
the plan has been waived. With respect to the Plumbing and Drains protection
plan, we confirm that the customer has a service appointment scheduled for
tomorrow November 22nd, 2024. We confirm that the plan has been set
to not renew in January 2025.
Initial Complaint
Date:08/11/2024
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 contacted Enercare on August 6 2024 to cancel all my services with the company because I was selling my house. I was told I had to submit a move request online with my information, buyers information and the agreement of sale. I submitted all the necessary paperwork reference # ******** and paid all outstanding bills.

On September 23, I received a bill from ******** (dated Sept 12 account # ) with Enercare charges totalling $44.01. I contacted Enercare and spoke to a manager on Sept 26 2024 at 9:30 am. He stated that the bill was issued in error and created a dispute of the charges (reference # 38801755) and stated the issues should be resolved in 2-3 business days. On Oct 3rd at 4:18pm, I contacted Enercare and spoke to an agent who confirmed that my account balance was zero.

On October 23rd I received another bill from ******** for $44.01 (dated Oct 15 account # ). This time, I contacted ******** to dispute the charges and had a hold put on the account they submitted a dispute to Enercare. On November 7th, I received an email from ******** stating that my dispute has been cancelled. When I called them, they told me that the charges were still on my account.

I called Enercare again, at 4:20 pm, I was told that a new bill has been issued in my name on November 1st for $75.66, my called was transferred 4 times after repeatedly asking to speak to a manager. After being told that my moved request did not mean a cancellation of services, I was left on hold for 2 hours before the call disconnected. I called back and was put on hold again for over 1h until the office closed.

Your assistance in this matter would be appreciated.
Business Response
Date: 08/11/2024
We thank the customer for bringing this issue
to our attention. We have reviewed the customer’s account and confirm that the
customer’s move request was processed We
sincerely apologize to the customer for any inconvenience caused, and for the
delay in processing the refund. The customer has been given the option to
receive the refund via e-transfer or by cheque. We are waiting to hear back
from the customer.
Customer Answer
Date: 09/11/2024

Complaint: ********

I am rejecting this response because:

I have sent them the following email:
Good morning *******,

Thank you for taking the time to respond to my email.

I am unsure if I am owed a refund or not. If I am owed that’s great, but my main concern is that this issue is resolved in its entirety.

The property in question was rented for 5 years, this resulted in me having 2 different ******** accounts in my name for the same property.
Account ************ (was for the natural gas and the water heater)
Account ************ (was for the protection and maintenance plans).

Account ************, is the one that is still showing $44.01 owing. Please confirm that ******** has been notified that this amount was charged in error and the amount due is zero.

Thank you for your time and diligent attention to this matter.

Sincerely,

******* *************
Business Response
Date: 14/11/2024
We have responded to the customer's email directly confirming how the refund would be issued on the account.
Customer Answer
Date: 19/11/2024

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:08/11/2024
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 moved from my previous address on June27th 2024, submitted the appropriate paperwork for my move including a copy of my agreement of purchase of sale for the sale of the home as requested. Not only has no one completed this process, I continue to be called and texted/ emailed from Enercare stating that I'm overdue for paying my bill which is now in collections. I have called Enercare support at least 5 times now, and one time I called i actually got passed onto 4 different people over the course of an hour, wasting my afternoon. No one on the phone seemed to have any clue what was going on or had a good grasp of the a English language. I have never experienced incompetence to this level before. I can't even communicate with the support people because they don't actually understand what I'm taking about and on top of that they don't understand how to handle this situation. Each time I got transferred to another department on the phone, they didn't understand why I was transferred, and once I told them my issue, they told me they don't understand why I'm having issues. I'm worried that my credit is being affected now as collections is calling me currently. I even have an Enercare account at my new address, paying a monthly bill for my water heater here. There's literally nothing else I can think of doing other than filing a complaint here.
Business Response
Date: 16/11/2024
We thank the customer for bringing this to our attention. We
are currently reviewing the customer's account and will be in contact with the
customer with a resolution. We appreciate the customer's patience and
understanding while we work to resolve their concerns.
Initial Complaint
Date:08/11/2024
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.
On July 30, 2024, I signed a new contract with Enercare to install a new water heater. Enercare offered me $10/month discount. We signed the contract with Enercare electronically. Enercase sent a confirmation email and said if I need a copy of the contract, I can rearch Enercare for it. As I trusted Enercare, I didn't checked my bill till recently. And I found there is no discount on my bill. I called Enercare customer support, talked with more than 5 people. No one can help me on the case. One suppport person even told me that she worked in Ottawa, can do nothing for me. I am so confused, Enercase only provides one support line, why people work in Ottawa cannot help me. I request Enercase send me a copy of the contract, and apply $10/month discount on my bill starting from July 30, 2024.
Business Response
Date: 16/11/2024
We thank the customer for bringing this to our attention. We
are currently reviewing the customer's account and will be in contact with the
customer with a resolution. We appreciate the customer's patience and
understanding while we work to resolve their concerns.
Initial Complaint
Date:08/11/2024
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 had to call enercare over 5 different times to set up a new account for myself once my tenant moved out. Each time I was informed this was completed but my tenant continued to receive collection calls for bills she was no longer responsible for. Each time I called i was constantly transferred between different departments and was told my request was completed. I finally asked to speak to a supervisior and the representative blind transferred me to another department which I had to start the process over again explaining the reasoning for my call and a request to speak to a supervisor. I was told my request was completed over a month ago and provided with another reference number. My previous tenant is still being called about bills she is not responsible for. Enercare is the worst business to deal with, the representatives don't seem to know what they are doing. The constant transfers between departments to set up an account is ridiculous. I speak to 5-6 people each time I call and on the phone over an hour just to have to call back for the same issue.
Business Response
Date: 08/11/2024
We thank the customer for bringing
this to our attention. We have reviewed the customer’s account and confirm that the move has been processed on the customer’s account for the rental water
heater. We also confirm that a billing adjustment has been processed to refund
the customer the service charge. The customer should see the billing updates in
1-2 bill cycles, the customer does still have a remaining valid balance owing on the account.

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