Complaints

This profile includes complaints for Enercare Home & Commercial Services Limited Partnership's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Enercare Home & Commercial Services Limited Partnership

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  EnerCare Home And Commercial Services Limited Partnership

  50 Frank Nighbor Place Kanata, ON K2V 1B9

• 

  Roy Inch & Sons

  B1-3500 White Oak Road London, ON N6E 2Z9

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  Roy Inch & Sons

  3500 White Oak Road London, ON N6E 2Z9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enercare service agent informed me earlier in February 2025 that we need to change the mixing value and said if he changes it now it would cost us 300$ but its free when you replace the new tank and moving into a new contract with enercare. Then I called and spoke with customer care and booked an appointment to change the new tank and signed up for a new contract with enercare. During my call I asked the agent to make sure the technician change the mixing value and confirmed with the agent that's free during new contract. Agent informed me that's free and mentioned to me that she put this information in the notes.
  On May 31, agent from enacare came to change the hotwater tank and and again I mentioned to him about what i confirm with customer care- mixing valve issue
  Then the technician informed me that he doesn't have that information and called his supervisor while I was calling enacare customer service. His supervisor informed him, if the customer doesn't want to continue with us its fine and asked the technician to go to the next call. The technician already had removed the old tank but didn't install the new one and customer service informed me its not free but they need to escalate the ticket to the manager who can respond back in 5 business days. I was forced to change the hotwater with enacare because the old tank was removed and there was no one available to make decisions, I asked the agent to listen to the call on March 14 but she said calls didn't get recorded.
  Manager did not respond to my request until now, June 9,2025.
  I am looking for solutions for my issue and better customer service from enacare.

  Business Response

  Date: 12/06/2025

  We thank the customer for bringing this issue to
  our attention. We confirm that the customer has been contacted
  regarding this matter, and a resolution has been provided. 

  Customer Answer

  Date: 12/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am writing to express my deep disappointment with the service I have received regarding a promised mixing valve replacement.
  In early February, an Enercare agent who visited my home informed me that the mixing valve needed to be changed, and that the replacement would be free of charge if I renewed my contract and received a new hot water tank. I confirmed this information with a customer care agent at the time.
  However, when I followed up on May 31, I was told by another agent that the earlier conversation was not recorded — despite your company’s standard disclaimer that "all calls are recorded for quality and training purposes." This inconsistency is troubling.
  To make matters worse:
  I was told the ticket had been escalated on May 31, yet I heard nothing back until I filed a formal complaint with the BBB.
  The company is now offering me a $150 credit, which I never asked for and do not accept in place of the originally promised service.
  I am not requesting compensation — I am simply asking Enercare to honor what was promised by your own employees:
  ? Replace the mixing valve, free of charge, as clearly communicated by your staff.
  This experience has been extremely frustrating and has caused me to lose confidence in Enercare’s customer service and follow-through. I expect a resolution that reflects the company's integrity and commitment to its customers.
  Sincerely,
  
  
  
  ****** ***********

  Business Response

  Date: 23/06/2025

  We have reviewed the customer's account with the Field manager and he has confirmed that the technician did not
  offer free mixing valves, if he did, he would have noted that on the customer's file or
  written that offer on the water heater contract. We also confirm that we have
  no documentation or call recording confirming that the mixing valve would be
  free. The customer has been previously advised that the mixing valves are not provided free of charge
  unless a plumbing plan is submitted that specifically requires them. As
  such, the charges for the mixing valve are not covered under the rental
  agreement and are considered valid. 

  Customer Answer

  Date: 28/06/2025

  I previously sent the response why I am rejecting the business offer. Enacare can listen to the call I made to book the appointment on May 30 2025. I need to listen to the call on or bbb can listen to the original call i made to enacare to book my appointment to change the tank on May 30. Other than that I don't believe how the business telling me they dont have any notes in the system. As a customer I can't verify what the business agent inputting that on file. Agent who i spoke to book this service with she confirmed that she will put it in the notes that they will change the mixing value also she never mentioned to me that i need to
  
  
  Here is a revised and more structured version of your message to make it clearer and more professional:
  
  Subject: Request for Call Review and Dispute of Service I previously submitted my response explaining why I am rejecting the business offer. I would like to request that Enacare review the phone call I made onMay 14, 2025, when I booked the appointment. I, or the Better Business Bureau (BBB), should be allowed to listen to that original call to verify the details.
  
  I am disputing the business's claim that there are no notes in the system. As a customer, I have no way to verify what the agent enters into the file, which puts me at a disadvantage.
  
  The agent I spoke with when booking the service clearly confirmed that she would include a note stating that both the tank and the mixing valve would be replaced. At no point during that conversation did the agent inform me that I would need to request the mixing valve separately or that it wouldn’t be included.
  
  I believe the business should be held accountable for the commitments made during that call. I ask that the call recording be reviewed as part of resolving this dispute fairly.
  
  Sincerely,
  
  ****** ***********

  Business Response

  Date: 14/07/2025

  Enercare's
  position remains the same. The mixing valve is a plumbing device which is completely
  separate from the water heater and this device is not covered under the rental plan or the heating
  protection plan. Because it’s a plumbing device, it is covered under the
  Plumbing and Drains protection plan however, the customer does not have this plan. 

• Initial Complaint

  Date:09/06/2025

  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 called them on May 20 (Ref#********) to request buying out my home water heater. The representative, instead of proceeding the buyout, offered me free rental for 5-month, and I can decide whether or not to cancel after that. When I asked her twice whether I won't be paying starting from the bill that's supposed to be paid on June 7, she confirmed that the bill on June 7 would be free, as well as July 7, August 7, September 7 and October 7.
  
  However, I got charged full rental amount on June 7, so I called Enercare again on June 7 (** **** *** **** *** ********). I was informed by automatic message that wait time would be 5-10min, but waited 30min before I someone picked up the phone. The representative then told me it would need 2 months for the credit to be applied. I told him that's not what I was promised, and he said that's what it is.
  
  I then requested him to just proceed my buyout, and he put me on hold for minutes, then asked me to get credit card ready. I did, then he put me on hold again and again, taking half an hour, and told me their billing department is not open, and he's facing a system issue, so I cannot do anything until next week and I have to contact billing department myself.
  
  I feel that they have been constantly lying to me, and delaying my buyout so that they can charge more rental payment, as the buyout amount won't reduce even after I paid more monthly payments.

  Business Response

  Date: 11/06/2025

  We thank the customer for bringing this to our attention. We
  sincerely apologize to the customer for the negative experience and for any
  inconvenience caused. A billing adjustment will be processed as a gesture of goodwill to refund the customer via e-transfer. The customer
  should see the funds in 2-3 weeks.

  Customer Answer

  Date: 12/06/2025

  
  
  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:09/06/2025

  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.

  ******** ** * **** . They do rental business and they charge an arms and legs when u do not their service even after 20 years . I have paid them in full for cancellation and they disconnected my line now they r sending me a bill again to pay them . Send them the proof of payment and all but they continue send it and now in collection. These guys are **** ** **** and should not be able to run a business

  Business Response

  Date: 11/06/2025

  We thank the customer for bringing this to our
  attention. We have reviewed the customer’s account and confirm that only the rental water heater was bought out in 2023. A buyout for the rental furnace was never processed as the customer accepted a retention credit to remain on the rental program. We confirm that the rental charges are valid.

• Initial Complaint

  Date:09/06/2025

  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.

  Today, June 2, 2025. I called customer service of Enercare in order to cancel my Cooling Maintenance plan. The person on the phone told me that I cannot cancel. If I want out, it needs to be 45 days prior to the renewal date. If I pass that deadline, they will renew and charge me for another year.
  
  I said to the lady, I want out and I don't want to pay anymore. She said the only way was to pay the balance of the "contract". I have never signed a contract but they say you do when you opt in for the maintenance plan. No matter what, I have to pay for the remainder of the year, until March 2026 at 9.99 per month.
  
  I believe it is against the law to deny cancellation of a maintenance program.
  I just want to cancel this plan and not pay for it anymore.

  Business Response

  Date: 09/06/2025

  We
  thank the customer for bringing this to our attention. We confirm that 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 have
  no record of any cancellation request from the customer prior to June 2025. Nevertheless, as a gesture of goodwill the customer’s plan has been cancelled and the
  mandatory bill-out charge has been waived. The customer
  should see the billing updates in 1-2 billing cycles.

  Customer Answer

  Date: 10/06/2025

  
  
  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:09/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to submit a complaint about Enercare. Enercare spent over a year calling and harassing me to pay out a contract that was no longer in my name. I recently received a call from a collection agency however the address the address they were speaking about has never been an address that I have lived at or owned in any way.
  I am sick of the company and now a credit company calling me over and over.

  Business Response

  Date: 09/06/2025

  Following a thorough review of the customer's account, we have confirmed that the rental drainwater heat recovery vent unit was not disclosed when the home was transferred to the new homeowners. The new homeowners have provided proof to Enercare verifying this, indicating a breach of the terms and conditions.
  As a result, the customer was charged a forced buyout, a charge they were fully aware of. Additionally, we can confirm that the customer was advised that the rental water heater and rental drainwater heat recovery vent are two separate rental items, as disclosed by the builder on Schedule B.

  We can confirm the charges are valid and cannot be waived or creditted.

  Customer Answer

  Date: 09/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I purchased the house from the builder it did not state there were two separate contracts for the tankless hot water heater, it said “to include” the pipe which by definition means it is apart of the whole system. It did not indicate it was two separate contracts! I also requested them to send me a copy of the contract with my signature to prove that I ought to of know. It was a separate contract for the pipe. Also, the people who purchased the house did not dispute this right away, they lived in the house and paid the bill for 6 months prior to tell Enercare they don’t want to pay it. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 13/06/2025

  We can confirm the customer was advised on multiple occasions of the validity of the two contracts, and the validity of the charges.  

  We note if the customer had any concerns in regards to the 2 rental contracts, it is recommended she reach out to the real estate and/or lawyer.

  We have provided our final stance on the matter that the charges are valid, and we are unable to waive any charges.

• Initial Complaint

  Date:04/06/2025

  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.

  Hi,
  I had disputed the billing issue earlier in March and April 2024 to enercare, the case reference number was ********. They were charging me more since I moved to my property which is on **** ******** *** ******* ** *** *** from January 2024 onwards. Later it was rectified when I had sent the contract agreement copy which states rental charges as $39.99 not $49.99, but when ******** and Enercare got separated the bill went up again. I called Enercare and was offered over the phone 5 months free rental and promised to get the resolution of the issue at the earliest.****** and ***** from Enercase gave me case id # ******** as a reference.I got the 5 months free rental but they never fix the billing issue and it went up from $39.99 to $51.35 without any notice. I called enercare in April 14th 2025,Luis from billing department told me to wait for the next bill,it will be resolved in that (case#********),but when I received bill now its again $51.35. I never got a refund for being overpaying since January 2024.I got really upset and asked them if I cancel the contract,they told me only option to cancel is buy out water heater from them.
  In terms of resolution I want my bill to be monthly $39.99 according to the agreement I have signed and wanted the refund for all the months that I have overpayed

  Business Response

  Date: 04/06/2025

  Thank you for reaching out with your inquiry regarding the rental rate for your tankless water heater.

  We can confirm that you are being billed at the correct rental rate of $51.35 + HST, as stated on our website: https://*****************************

  Additionally, we can verify that the documentation provided by the builder outlined a reduced rental promotion.  Furthermore, the customer has already been offered multiple credits, and as a result, we are unable to provide any additional compensation.

  If there were any concerns regarding the rental terms and conditions, these inquiries would have been best directed to the real estate agent and/or lawyer prior to signing The Agreement of Purchase and Sale.

  Customer Answer

  Date: 17/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Enercare employees asked me multiple times to send them the contract copy,which I did. Initially they corrected the bill (March-April 2024 case# ********) but since enercare and ******** separated my  bill went up again.****** *** *** **** **** ******** **** **** *** ***** *********. I wasted hours on the phone numerous times and was informed to send the contract copy every time, which I did multiple times, I was so fed up that I wanted to cancel the contract. They offered me free rental for 5 months,I informed them to fix the bill first instead, and was informed that just take 5 months free rental so they have sufficient time to fix the bill,was promised that after 5 months my bill will be $39.99 (employee name ****** and ***** case# ********) but yet they didn't honour that.Recently on May 30th,2025 I spoke to another Enercare agent ***** (case # ********) who informed me that case is resolved and my monthly rental amount is adjusted to $39.99 and I will be credited to whatever amount I overpaid. 

  Unfortunately Enercare billing department doesn't seem to have enough time to read the contract copy attached within this email. There was no mentioning of 1 year promotional or reduce rate term when I signed the contract, neither it states that rate will increase to $51 or x amount after a year. For reference I am sending the contract copy as well.

  Despite of correcting the bill they wanted to keep on wasting their customer's time and not fulfilling their obligations to contract and promises that their employee made over the phone,which I have mentioned earlier. I have most of the things recorded I will escalate it to  Ontario Energy Board (OEB), as they are not abiding the contract or their promises. 

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 20/06/2025

  We confirm that the current rental rate being billed—$51.35 + HST—is accurate and consistent with the terms publicly disclosed on our official website: https://******************************

  
  Further, we can verify that the documentation provided by the builder at the time of purchase clearly outlined a reduced rental promotion applicable at that time. As the customer has already received multiple credits in recognition of this, no further compensation will be offered.

  
  Any questions or concerns regarding the terms and conditions of the rental agreement should have been addressed with the real estate agent and/or legal counsel prior to the execution of the Agreement of Purchase and Sale.

• Initial Complaint

  Date:04/06/2025

  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.

  For the past three years, Enercare has my account and another account mixed up where they are claiming that we owe a large sum of money for a water heater, but the city is not the same city that I live in. I have tried to contact Enercare supervisor multiple times over last couple of years and they still don’t understand that my address and the other address are two different mailing addresses. Now the file has gone to collections so I’m hoping that someone can get a hold of myself or my husband to rectify this.
  
  I live at *** ******** *** ********** ** ****** 
  
  They are saying my address is ** ******** *** ********* ** 
  
  
  I have lived at this address for over 10 years. Been a member of the community. So we can prove that have never had an account at the other address

  Business Response

  Date: 06/06/2025

  We thank the customer for bringing this to our attention. We
  confirm that a member of the Executive Escalation team is currently reassessing
  the customer's account with our Billing Team and we will get back to her shortly.

• Initial Complaint

  Date:29/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without hot water in my brand new home for over 20 days, and Enercare has done nothing but delay, deflect, and ignore my urgent need for help. I have called every single day, spending hours on hold, only to be told repeatedly that I need to wait for a field manager to call me for approval. That call has never come.
  
  A part was supposedly ordered twice for a repair that should never have dragged on this long—and it still hasn't arrived. It's been over two weeks since that promise. In the meantime, Enercare continues to hide behind empty reassurances, vague timelines, and a complete lack of accountability.
  
  This is the 21st day my family has gone without hot water. We can't bathe properly, we can't wash dishes properly—our daily lives have been thrown into chaos. I’ve reached out to upper management, hoping someone would finally take ownership of this, but they’ve offered no help, no updates, and no sense of urgency.
  
  Enercare’s customer service is beyond unacceptable. This experience has been stressful, exhausting, and incredibly disruptive to my family. I am appalled by the lack of care or effort to resolve such a basic and essential issue. No family should have to go through this.

  Business Response

  Date: 29/05/2025

  We can confirm that the customer has been in contact with a member of our Executive Escalation Team has been in contact with the customer, and an exchange is booked for tomorrow.

  We can further confirm the customer has received a 5 month rental retention credit and an additional 1 month rental retention credit.

• Initial Complaint

  Date:29/05/2025

  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.

  Enercare is insisting on not closing my account after I have paid and settled in full.
  I used to be their customer back till November 2024. I had their water heater for more than 10 years. I bought it out paid them the buying price. Asked them to close my account but they keep billing me for unknown services that I don't have with them.
  I have escalated to their billing teams and multiple hours long calls with their account closing team but the cycle keeps repeating every month.
  
  Their call center is somewhere in north America that keeps calling me.
  
  Please help me get rid of them.
  
  They have multiple cases on file each month since November 2024.

  Business Response

  Date: 03/06/2025

  We
  thank the customer for bringing this to our attention. We
  confirm that our billing team has corrected the billing error and processed a
  billing adjustment to clear the balance on the customer's account. The
  customer should see the billing updates in 1-2 billing cycles. We also confirm that the customer's account was not sent to a third party collection agency
  therefore, their credit has not been affected. The customer's account is now settled.

• Initial Complaint

  Date:27/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enercare has been charging us for I believe 7 years (since we moved in) for rental and service. Our water heater had a major leak yesterday and now our hot water is off in the house, with two young children.
  
  Enercare is telling us that we have been paying for a contract with an electric water heater. We do not have an electric water heater - we have a gas water heater. They have:
  
  1. Refused to service the water heater
  2. Suggested we “buy out” the water heater to end the contract - the same water heater that they say they have no responsibility for
  3. Refuse to refund us retroactively for payments for service we paid for a water heater that apparently bears no relation to Enercare
  
  We have been on the phone for 2 hours with Enercare and a variety of representatives. We have been transferred to 5 different people and have had to reexplain to each one. I would expect either: (1) full refund of all payments to Enercare or (2) immediate delivery and installation of the hot water tank we have apparently been paying for for 7 years and apparently is not on site
  
  In the meantime, my children cannot bathe because the water is too cold. Payment for the time we have spent on resolution and payment for inconvenience as we have no hot water would not be expected.

  Business Response

  Date: 28/05/2025

  We sincerely apologize for the inconveniences you have
  endured. At Enercare, we strive to provide excellent customer service and we
  regret to hear that this matter resulted in a negative experience. We have
  reviewed your concerns and utilized your feedback to identify training and
  growth opportunities with the involved departments. Enercare is actively
  engaged in coaching & retraining the employee to ensure the best possible
  customer service experience. Our customers’ opinions
  and suggestions are crucial in the process of improving our performance for our
  valued customers like you. 

  We can confirm the customer had a rental PV50 on site, however our system was billing the customer a LOWER rental rate from 2018 for an electric tank.  We can confirm we will not process a back-bill- however the customer is not eligible for any refund.  We can further confirm that we are installing a new gas water today (May 28th, 2025)