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

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  Roy Inch & Sons

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

• 

  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:22/02/2023

  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.

  We have a Furnace Maintenance Plan with Enercare for several years. On February 19, 2023 our furnace stopped working. The Enercare technician came the next day and informed us that he ordered the part needed and will come the next day (Tuesday, February 21, 2023), to install the part and finish the job.
  
  On the day of the appointment we received a phone call that the part needed is on backorder "for a while", and we will simply have to wait for the part to arrive. No date or any other timeline was provided. The lady offed to send us some "zone heaters" that are not powerful enough to heat a room, let alone an entire home.
  
  We are without heat for 3 days, in the middle of winter, with 2 small kids. We have contacted Enercare several times for a more concrete and effective solution; every time we have been offered incorrect information (appointment dates that were nonexistent), or simply the Enercare rep hang up after having us on hold for more than 1 hour.
  
  We need an immediate solution to heat our house properly. The protection plan from Enercare is supposed to provide piece of mind. In fact, we have not received any real solution, a timeline, or even a phone call from somebody competent. We are stuck waiting in the cold for a part that nobody knows when will arrive.

  Business Response

  Date: 27/02/2023

  We thank the customer for
  bringing this to our attention. We have reviewed the account and confirm that
  the customer’s furnace required a replacement part. Unfortunately,
  Enercare is not a parts manufacturer or supplier and as such has no control
  over the timing of delivery of the part that was ordered. Nevertheless, we
  make every effort to source the part as efficiently as possible and try our
  best to source them from alternate suppliers. As per our records, on
  February 23, 2023, the part was received and a service appointment was
  scheduled. We thank the customer for their patience and understanding while
  we worked to complete the repair. We have applied a good will credit on the
  account. The customer should see the billing updates in 1-2 billing cycles.

  Customer Answer

  Date: 27/02/2023

  
  
  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. I am confident that without BBB intervention my issue would have not been resolved in a timely manner.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:14/02/2023

  Type:Product 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 my hot water tank replaced on January 17/22. I was not notified by **********, who replaced the water tank, that there would be a 3rd party billing me out so I continued to pay Enecare each month for the past 12 months. In the interim, I received an invoice from *********, stating that they are now my hot water tank provider and they are billing me out for a year. I contacted Enecare, as well as ******** to advise them of this and Enecare assured me that they would send me a cheque in the amount of $355.00 since they have received payment for the past 12 months. I was given a dispute # of ********. The Agent assigned to me is named Eddy. When I called to follow-up and ask for the Accounting Manager/Supervisor, I was told that they could not give me he/she's name. I have spent several hours trying to get this issue resolved, to no avail. Please let me know, what, if anything, BBB can do about this. Thank you

  Business Response

  Date: 21/02/2023

  We thank the customer for bringing
  this issue to our attention. We have reviewed the customer’s account and
  confirm that we have no record that the rental water heater was returned to
  Enercare. If the equipment was returned to Enercare, the customer or their
  agent would have been provided with a return receipt. We have asked the
  customer to provide a copy the return receipt from the third party
  company that removed Enercare’s equipment, however, to date, we have not
  received any documentation from the customer. Nevertheless, in order to assist
  the customer with their situation, we will terminate their rental contract and
  waive the recent rental charges.

• Initial Complaint

  Date:14/02/2023

  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 continues to contact us every 3 to 6 months over a hot water tank that appears to be an issue with their clients who purchased a home we sold over 10 years ago. We have provided proof that the responsibility of the hot water tank rental was transferred to the new owners twice now, but continue to get calls at ************ threatening being referred to collections.
  
  Account number we had from 10+ years ago is 700233698 under name :********* ********* - had to get this from their records on the 5th call back today Feb 10 2023.
  
  Agents refuse to give an employee ID or anything more than a first name and have been transferred 4 times to "another department" but they cannot tell me what department can ultimately correct this issue - I'm tired of wasting my time trying to correct their errors and hope this complaint will get to someone who will actually remove our number from the dialer / their records.

  Business Response

  Date: 21/02/2023

  We thank the customer for bringing this to our
  attention. We have reviewed the account and confirm that due to a clerical
  transaction error, the customer received rental charges for the water
  heater after they had moved. We sincerely apologize to the customer for
  any inconvenience caused. We confirm that our billing team has corrected the
  error and they have processed a billing adjustment to reverse the rental
  charges. The customer should see the billing updates in 1-2 billing cycles. We
  have also sent a request to our collection team to stop any collection activity
  on the customer’s account. Moving forward, the customer should not receive any
  calls from Enercare.

• Initial Complaint

  Date:14/02/2023

  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.

  Years ago when I entered into agreements with the company for Furnace and A/C repairs, service, maintenance. etc. I understood everything was covered. The only thing not covered was total replacement of the appliance. The last couple of years it's been a battle to get filters, belts, repairs etc. Even thou I have a email agreeing to cover the cost of replacement filters I'm told they aren't covered and won't be replaced. It seems as if nothing is covered any more. A recent repair to the furnace to the tune of $412.45 I paid out of pocket then was told it wasn't covered. Now there are a number of issues with the acc. threats of back charges, not allowing me to opt out of the agreements etc. No one will call or email me to resolve the issues. One individual told me we don't call people. There is much more to this situation than what is written here. Communication, Treatment of the customer, Business acumen etc.

  Business Response

  Date: 22/02/2023

  We thank the customer for bringing this to our
  attention. We have reviewed the customer’s account and confirm that the Protection
  Plans with us were cancelled as per the customer’s request. We also confirm
  that Enercare has fulfilled its obligations under the applicable Terms and
  Conditions. Based on the information we have on file, we are unable to
  assist with the customer’s request for refund. However, as a gesture of
  goodwill, we will agree to waive the bill out charges for the remaining months
  under the Plan term(s). In addition, we will also waive the outstanding balance
  the customer currently has on his account. The customer should see the billing
  updates in 1-2 billing cycles.

  Customer Answer

  Date: 24/02/2023

  
  
  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 as long as there no hidden charges of any kind. I would also appreciate paper work to reflect the above. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/02/2023

  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 Signed up for the furnace Maintenance plan for my medical clinic, I was very specific that this is for a business, account was made in the name of the business and every time I called to get the service I informed the technician that this is for my business.
  I tried to get enercare to do their annual maintenance 3 times, every time After the technician Arrives, he refuses to do the maintenance since this is a business.
  Spoke to customer service to issue an investigation, get refund for the annual maintenance plan that has not been honored, I was promised a reply within 72 hrs which never happened.

  Business Response

  Date: 15/02/2023

  We thank the customer for bringing this to our
  attention and apologize for their experience. We confirm that the customer's Protection
  with Maintenance Plans have been cancelled and a billing adjustment has been
  processed to refund the customer for the charges paid under the Plans.
  We have reached out to the customer for the required information to process a
  cheque and/or direct deposit payment. 

  Customer Answer

  Date: 16/02/2023

  
  
  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:08/02/2023

  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.

  -Billing information has been incorrect for over 6 years!
  -Accepted maintenance plans years ago and they created a separate account. I already had my online banking setup for my master account and had applied the payments to the one same account instead of the new account. Once I realized this I called and asked them to MERGE the accounts. Took years...once they did they did not apply the credit on the master account I overpaid to apply to the amount outstanding on new account.
  -Most recent incorrect billing has been because of a new water heater installation. They removed the old one and I'm am now being charged for TWO water heaters in addition to them merging accounts again, and now I have a huge amount showing that I owe but I don't. They are all in agreement that they own me the money. I was supposed to get a credit back of over $400 and it never showed up... I really hope you can get this resolved for me. The tole it's taken on me over the years ....well I can't even explain in words.

  Business Response

  Date: 15/02/2023

  We thank the customer for bringing this to our
  attention. We have reviewed the account and identified that a system error
  occurred when the customer’s account was updated after the water heater
  exchange was completed. We confirm that our billing team is working on
  correcting this error and will process a billing adjustment to reverse the
  extra charges. A goodwill credit has been processed on the account for the
  inconvenience caused. The customer should see the billing updates in 1-2
  billing cycles.

  Customer Answer

  Date: 21/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Enercare does not even mention or address the over charges on my account. (When we accepted the maintenance plan, many years ago they opened up a separate account.  Not catching this for the first few months I was paying all the invoices to the one main account I set up via my banking.  When I caught this I called, told them to MERGE the accounts and they could see all payments were made.  When they finally did merge the accounts they did not move over the over payments made on the 2nd account so it still showed we owed money but their system did not apply the credit. this is where the main issue lies all these years and they are still trying to fix it.  More recently when we had to get a new water heater they did the SAME THING. They flipped the money that was paid but shows as owing in their system onto the new bill which is why it shows as owing over $700!)  This issues is not ONLY because of them charging us for an extra water heater that we don't have but for the incorrect billing issues they have had with our account for over SIX years.  By our calculations, (and I've provided them with this information many times!) the only amount owing on a bill would be for 1 water heater rental, 1 maintenance plan for the furnace and 1 maintenance plan for the air conditioner.  I want to see a letter from them giving the exact amount of refund, and the exact dollar amount of what the bill will be.  We want that in writing, because for 6+ years they keep saying that all this will be corrected in 2 billing cycles and it never happens.  We want the correction completed NOW.   I don't trust them, and their offer of $100 is an insult for all the frustration, anxiety, and stress this issue has caused my husband and I.  If they are REALLY sorry and really care about customer satisfaction then they should offer something that really says so.    In closing, what's fair is fair.  Put in writing that all we owe is rental for water heater, 1 ac maintenance plan and 1 furnace plan.  

  Thank you very much for your assistance in helping us resolve this.

  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/03/2023

  We have confirmed with our billing
  team that the error has been corrected and that a billing adjustment has
  been processed to reverse the extra charges. The customer should see the
  billing updates in 1-2 billing cycles.

  Customer Answer

  Date: 03/03/2023

  
  
  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.

  Of note, I have responded to Enercare with the following email:  

  Dear Ms. ********.  I have reviewed my account online and I can see the credit of $5.43.  I am so grateful that my account has finally been corrected.  I just can't believe it's taken 8 YEARS to correct it and only because I had to go to the BBB for support.   Countless hours on the phone talking to staff that were ALL in agreement that my account was incorrect and that "within 1-2 billing cycles" it would be correct never materialized until now.   I truly hope this is the end of my many years of frustration, and emotional ups and downs with your company.  An apology and $100 credit is nowhere near what I should be compensated for given all your company has put me through.  However, I'm glad to simply put this behind me.  I truly hope all future bills are correct and that I do not have to go through this path again.  If they are not, I won't hesitate to take a strong legal path. 
  
  
  Sincerely
  ***** ******

   

• Initial Complaint

  Date:08/02/2023

  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 sent my husband and I a bill for $500 for a water heater rental. We were confused, as we own our water heater outright and wondered if this was a ****. We phoned Enercare today (Feb 6, 2023) at the number provided on the bill. The reps we spoke with told us that our contract from ******** had been transferred to them. But we don’t have a contract with ********. They then said that our contract with Enercare was verbal - that someone from our home had called Enercare and agreed to a rental over the phone. This had not happened, and we informed them that we never called them to ask for a water heater. Why would we, when we have one.
  
  We asked for details about the water heater we were supposedly leasing from them. They said the manufacturer of the water heater was Enercare itself (not true), and that our heater had been delivered on December 21, 2021. No water heater has been delivered to our house. We would have been home that day, and I assure you, no one brought us a water heater. We asked who signed for the water heater and they wouldn’t give us that information. We asked various questions about our account, such as who the previous owner of the house was. They provided a name of the previous owner, but it was incorrect. We then asked if they had the serial number for our water heater, and they did have it and it was correct. That is very strange and concerning. That particular heater is 13 years old, the original heater installed in the house, still works, we own it, and we pay for servicing it.
  
  We phoned another number for Enercare (in case this was a **** bill) and other people had variants of the same story. Enercare refuses to remove our account and our bill. We do not have a contract with this company, and have never contacted them for service before.
  
  We ask that that cancel our account and send us confirmation that there is no outstanding payment due.

  Business Response

  Date: 15/02/2023

  We thank the customer for bringing this issue to
  our attention. We have reviewed the customer’s account and confirm that the customer assumed the rental contract upon the purchase of the home. We also
  confirm that due to a system error, there was a delay in billing the rental
  charges to the customer. Nevertheless, as a gesture of goodwill and in
  order to assist the customer with their situation, we will agree to waive the
  rental charges and terminate the rental contract. The customer should see the
  billing updates in 1-2 billing cycles.

• Initial Complaint

  Date:08/02/2023

  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.

  REF ********:
  
  After being charged for HVAC/settlement charge for a place I was unaware of or even know the location of around January 2020, I contacted ******** and Enercare. I have not been associated or communicated with either company since 2014 until a year ago/now. I don't own/rent any properties other than where I am living now or have any association with ***** ***** (*********** *****) since then as well so I have no contact information for him. Thought it was handled when I contacted both until *** ******* (debt collection agency) contacted me frequently trying to settle charges from both companies. I found out that someone had called with my name and a *********** ***** and provided my phone number. I requested any information associated with me be removed as I had never contacted ******** or Enercare about the ** ******* ** ***** *** address. I also have no contact with Mr. *****/*********** ***** for personal reasons. ******** has cleared me of any responsibility associated with charges to them, removed my info, and case closed. However, Enercare informed me the charges would be reimbursed to ******** and that I was found not responsible for them. However, ******** informed me that Enercare is still charging me in a separate bill - which I was not aware of.
  
  My desired settlement is: Name ******* ********, and address on file, (**** ******* **** - not updated but I already feel queasy regarding Enercare's handling of privacy to provide my updated mailing address; anything associated with my name), and # ***** ******** completely REMOVED from any association with this account/Enercare. Additionally, my balance with Enercare is $0.00 and there are no charges or accounts associated with me whatsoever. A dispute is being considered, but was told by that this is because there's no contact information to recover fees for services rendered; unacceptable since I was found not responsible by both ******** and Enercare and I have never purchased such services.

  Business Response

  Date: 15/02/2023

  We thank the customer for bringing this to our
  attention. We’re currently reviewing the customer’s account with the
  Billing Manager and will be in contact with the customer with a
  resolution.

  Customer Answer

  Date: 16/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is just a message about next steps to be taken in the sense that they are reviewing it and escalating it to the executive team. It does not resolve the matter just yet.

  I am still awaiting to hear from Enercare that they have removed my name completely from all their records and that I do not owe them anything in any way, shape, or form, since I have (a) never communicated with them nor have I signed a contract, and (b) never owned, rented, or lived at ** ******* ****** **** *** in Grimsby, ON (a city which I have never even been to), the address in which Enercare serviced.

  The address may belong to my ex *********** ***** as Enercare and ******** mentioned his name in phone calls. I do not have contact information for him as I don't communicate with him for personal reasons and should not be penalized or charged because of this. There never should have been an account with both our names in the first place as it has been over 8 years now. I am concerned significantly about the handling of my privacy hence hesitation with updating my own address with Enercare. Feel free to contact me at my email address, however.

  To reiterate, I am requesting that Enercare will (a) purge my name from their records, (b) inform *** ******* Services to cease communication with me since I am not responsible for any accounts with Enercare, and (b) will not be billing me separately.

  
  I am requesting that all communication between myself and Enercare be in writing from now on especially as I only had found out from ******** that Enercare was billing me separately and this was not something I had heard. I have a hearing disability and this accommodation is necessary.
  

  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/03/2023

  We confirm that the account information has been updated as
  requested. We sincerely apologize to the customer for any inconvenience
  caused. We further confirm that our collections team has stopped all
  collection activity on the customer’s account. Moving forward, the
  customer should not receive any calls from Enercare.

  Customer Answer

  Date: 02/03/2023

  
  
  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.
  
  

  Enercare also emailed me personally confirming that my name has even removed from records, that there will be no separate invoices, and that all collections activity in my name has been stopped as requested. I have not received any messages from *** ******* or any contact from Enercare demanding payment since the complaint was made amd acknowledged so I am considering the matter resolved, thankfully!

  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/02/2023

  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 am whith cleman marchant why enercare charge me every month

  Business Response

  Date: 21/02/2023

  We thank the customer for bringing this issue to our attention. We
  have reviewed the customer’s account and confirm that the customer assumed
  the rental contract upon the purchase of the home. We also confirm that we
  have no record of rental water heater being removed or returned to
  Enercare. Nevertheless, in order to assist the customer with their
  situation, we will agree to waive the rental charges and terminate the
  rental contract. The customer should see the billing updates in 1-2
  billing cycles.

  Customer Answer

  Date: 21/02/2023

  
  
  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:07/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our current home on Sept. 23,2022 and assumed the on-demand water heater rental agreement as part of the purchase agreement. We were charged $65.04 on Oct. 3/22 (rental fee and account activation). We were charged 51.35 on Nov. 23,2022. On Dec. 3, 2022 we received 2 bills - one with the correct billing address and account totaling 75.31 ( as a credit ?). The second (with our service address but incorrect occupant names and account number) totaling 126.66. On January 3,2023 we received a bill crediting the incorrect account for the 126.66. We also received a second invoice with the correct account number crediting our account with 126.66, a charge of 209.23 with a balance owing of 82.57. When I inquired about all these changes I was told they credited our account for the previous fees paid of 51.35 per month then recalculated our bill retroactive to Sept. 23/22 at the new rate of $54.73. We received no advanced communication of this change. According to the contract signed by the previous owner on Oct. 30,2017 it states "We (Enercare) may increase our rental rates on July 1 of each calendar year by a percentage up to the percentage increase to CPI plus 2%. " It also states " We (Enercare) will notify you of any such rental rate increases in advance in bill inserts, by letter, by email or by any method permitted by law." We received no such advanced communication. The bills state "Rental charges for Enercare rental customers will increase effective January 1, 2023. I paid the new inflation adjusted fee of $55.19 in January 2023. Retroactive adjustments of bills should not be allowed! I do not feel I should pay the $27.38 that they say I still owe as a result of these retroactive adjustments, especially since | received no advanced communication of these changes and it took multiple calls and demanding to speak to 2 different supervisors before I received an adequate explanation.

  Business Response

  Date: 14/02/2023

  We thank the customer for bringing this to our
  attention. We have reviewed the account and confirm that due to a system error, the correct rental rate was not applied to the account. We further confirm that our billing
  team has corrected the error and processed a billing adjustment. Although the customer is responsible for the current charges, as
  a gesture of goodwill, we have processed a billing adjustment to reverse
  the recent charges. The customer should see the billing updates in 1-2 billing cycles. 

  Customer Answer

  Date: 15/02/2023

  
  
  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. I would, however, like to note that it took 4 phone calls between November 2022 and January 2023, before someone was able to explain that the rental rate had been increased from$51.35 to $54.73. At no time until now has anyone informed me that the initial rate of 51.35 was incorrect. If Enercare will reverse the charge of$27.38 and process the additional credit of $55.19 for the February bill as promised by Ms. C U. then that will be quite acceptable. I do appreciate the Better business Bureau's assistance in resolving this matter.
  
  
  
  Sincerely,
  
  
  
  **** **********