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Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

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

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Enercare Home & Commercial Services Limited Partnership has 5 locations, listed below.

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    Customer Complaints Summary

    • 1,120 total complaints in the last 3 years.
    • 656 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:27/11/2024

      Type:Billing Issues
      Status:
      Resolved
      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.


      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: 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.

      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:
      Resolved
      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.



      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: 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.

      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,



      ***** ******

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

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