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 has 5 locations, listed below.

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• 

  Enercare Home & Commercial Services Limited Partnership

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  Roy Inch & Sons

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

• 

  Roy Inch & Sons

  3500 White Oak Road London, ON N6E 2Z9

• 

  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

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:07/02/2023

  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'm a new home owner and just moved on January 25, 2023.
  I called customer service several times to replace with tank less unit but they are refusing.
  The rental water heater unit is too big. There is no space even to insatl a small humidifier.
  I'm not satisfied as current unit is not fulfilling my requirements.

  Business Response

  Date: 14/02/2023

  We thank the customer for bringing this issue to our
  attention. We have reviewed the customer’s account and confirm that the rental
  water heater installed by Enercare was assumed by the customer when they took
  possession of the home.  If the customer wishes to replace the water heater prior to the end of the
  rental term of their current water heater, they will be required to do so in
  accordance with their contractual obligations, including the buy-out provision. As a
  gesture of goodwill, we have offered to reduce the buyout if the
  customer chooses to replace the rental water heater with Enercare. We are
  waiting to hear from the customer on how they wish to proceed.

  Customer Answer

  Date: 15/02/2023

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

  Please note some importany key facts:

  --> My service with Enercare started on/from January 25th.
  --> I called Enercare multiple times to address this issue but faced with poor customer service and no help.
  -->  Finally on Febraruy 1st I emailed Enercare for cancellation of the service that comes within 10 days of customer satisfaction policy (*** ******** *****).
  -->  Enercare is well communicated and aware about health concerns. if anything happens to me or my family in terms of health because of this negligence, I'll held Enercare responsible for this regardless of what is written on agreement.
  
  As mentioned earlier multiple times, I don't want to cancel the contract or buy out the existing water heater but want to switch to a tankless water heater as my basement is finished and I don't have space to install additional appliances such as water softener, humidifier, and air purification equipment.
  

  I have been trying to explain my need to Enercare but instead of helping me, I have been bounced around to different departments which led me to file a complaint with BBB for poor customer service.
  

  We need a humidifier, water softener, and air purification equipment installed on priority owning to health concerns and your water heater size is the biggest obstruction in getting it installed.  If our concerns are not addressed immediately, Enercare would be held responsible should there be any negative impact on my family's health.  
  

  I would like to discuss the replacement option to a tankless if you could arrange a time for an Energy Management Consultant to meet and offer a solution to our problem instead of asking me to review your terms and conditions.   
  
  
  Sincerely,
  
  

  Business Response

  Date: 22/02/2023

  Our Executive Escalation Team representative is currently reviewing the customer's request with our Field team, and will provide a response shortly. We thank the customer for their continued patience. 

• Initial Complaint

  Date:07/02/2023

  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.

  We used to live in Jordan and had a care plan with Enercare.
  We sold that property in April of 2022 and were advised by ******** that the new owners were taking over the account a day early.
  We have moved into a rental property where we continue to use ******** as the natural gas supplier.
  However, since that time we have been billed for Enercare services, namely Total Home Maintenance and Fireplace service.
  I have made numerous calls to both ******** and Enercare explaining the situation, we are renting and have no fireplace. Last August there was a phone call from a male representative from Enercare asking why we we not paying our account. He was told about our situation and that ******** and Enercare had been notified by phone MANY times that we could not use either of the Enercare programs. He was most apologetic.
  The Enercare billings stopped but in the last few months ******** has starten adding the charges, $74.51, to the monthly gas bill.
  My husband and I are seniors and don't need this stress in our lives.
  Surely the companies should have more professional policies and procedures!

  Business Response

  Date: 14/02/2023

  We thank the customer for bringing this to our
  attention. We have reviewed the customer’s account and confirm that, as per
  the customer’s request, the Protection Plans were transferred to the
  customer’s new address. We further confirm that the customer is
  responsible for the current Plan charges. Nevertheless, as a gesture of goodwill, we will agree to cancel the Plans, effective immediately, and waive
  the bill-out charge for the remaining months under the Plan term(s). In addition, we will also credit the customer for the monthly Plan charges paid from when the Plans were transferred to the new address to date.
  The customer should see the billing updates in 1-2 billing cycles. 

• 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.

  I purchased and moved into a new home at * ***** **** ***** ********* ** *** *** approx. 2014
  
  During this time I received monthly bills from Enercare for gas charges. I promptly always paid the entire bill on time. I was never billed for a so called rental fee nor was made aware there was one. I sold the home May 2019. Approx Sept - Nov 2019 I received a bill from Enercare. I promptly called them and spoke to a Lady who said not to worry about it they would reverse it. Now in Jan. 2023 I am trying to refinance my home and my credit rating came back saying I owe $541.00 to Enercare. I again called them and spoke with Maxwell who stated they would look into it. I asked for an email to give to my bank and he said he would send. They never sent me this email as promised. How can a company charge me for 4 years of a so called rental fee all of a sudden with no notice after I sell the home. In all likelihood if I had never sold I still would not have been charged monthly. I did not even know there was a rental fee. Also .. if this charge is legitimate .. should I not be billed monthly until it is paid off over the same period as they are claiming. Very unfair for them to expect me to pay 4 years of bills that should have been billed monthly by them. I feel this is their error and should be written off or I be billed monthly now over 48 months with no interest charges. How can they do this . Destroy my credit rating, stop me from refinancing my mortgage and cause me to lose my home. In 61 years I have NEVER defaulted on a payment and had an A1 credit rating. Please look into this as soon as possible and have them remove this from my Credit rating. Thank you for your assistance in this matter. This is urgent as I need my mortgage refinanced. Thank you.
  
  ***** ****** **** ****** *** ** ********** ** *** *** ************

  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 clerical transaction error, the customer’s account was set-up
  incorrectly. When the error was corrected, the customer was back billed for
  the rental charges for the rental water heater. Although the customer is
  responsible for the back billed charges, as a gesture of goodwill and in
  order to assist the customer with their situation, we have agreed to waive the
  outstanding balance and settle the account. We have also sent a request to our
  collection team to stop any collection activity on the customer’s account and
  to purge their information. 

  Customer Answer

  Date: 14/02/2023

  
  
  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 I receive a letter stating that my balance is now $0.  I need this from Enercare in order to get my Credit Score cleared with *******.  Thank you very much for your assistance in this matter.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/02/2023

  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.

  I was renting a water tank from Enercare for over 20 years. I was billed by Enercare through ******** on a monthly basis. My contract with Enercare was up by Nov 2022. I purchased a new water heater through Enercare on Nov 11, 2022. This was installed by an Enercare contracted technician. He removed the old tank to return to Enercare just before installing the new tank. However, Enercare is still billing me monthly through ******** despite many conversations and complaints with their customer service agents. I just received my new ******** bill 2 days ago and Enercare is still billing me for a rented water heated. Their agents confirmed my purchase of the new tank which was paid in full on the day of installation and I have no remaining contract obligation with the old tank.
  Please help.

  Business Response

  Date: 09/02/2023

  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 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 extra charges. The customer
  should see the billing updates in 1-2 billing cycles. 

• Initial Complaint

  Date:02/02/2023

  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.

  Aug 22, 2022 I had a new on-demand hot water heater installed and the old hot water tank removed by Enercare. I also signed up for the Heating protection plan with maintenance. Since Aug 22 I have been billed for both the hot water tank, which is gone, and the on-demand system. The heating protection plan was part of a promotion with the first 6 months free as a bill credit then pay for the next 6 months. I have not received any credits. Since Aug I have been billed $532.76 but should have been billed $242.22.
  I called Enercare Nov 24, 2022 and was told that it would be corrected on the next bill which it wasn't. I sent an email Jan 13, 2023 which was ignored and called again Jan 18, 2023 and was told I would receive a call from billing within 5 business days. I received no call. I called again Jan 26, 2023 and was told it would again be taken care of next billing cycle and was told I would receive a confirmation email with the changes no later that the morning of Jan 27. I did not receive an email.

  Business Response

  Date: 09/02/2023

  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. 

• Initial Complaint

  Date:31/01/2023

  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.

  This is regarding the rental water heater at ** ***** **** ****** ********* *** *** ***
  The monthly rental is billed through ******** Account # ************
  Since day one (June 1, 2017), Enercare is billing me for a "Combination" style unit which is more pricier to purchase and as such, the monthly rental is also high.
  ******** sent a tech on Dec 8, 2022 to confirm the installation and the tech has confirmed that we do not have a "Combination unit".
  The price difference in the monthly rental between a conventional unit and a combination unit is typically $20 per month.
  Even if you call Enercare sales department and ask them for the monthly rental cost for a 50 Gallon water heater, the price difference quoted between the two units is $ 20.74
  However, to my surprise, Enercare just gave me a credit of $90 for the previous 66 months whereas the credit should be in excess of $1,320 +HST.
  For certain years, they are telling me that the rental cost of conventional unit is higher than that of combination unit.
  You can check with Enercare as well as with any competitor about the price difference between the two style of storage water heaters.
  Enercare should provide proof that they were charging $42 per month to other customers for a conventional 50 gallon unit in 2018 as they are saying this was the rental cost of such a unit was in 2018. On the contrary, their sales department is indicating a much lower rental rate even in 2023.

  Business Response

  Date: 08/02/2023

  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: they may be indicating the rates for the model installed at the house but the basic question is that our house does not require a combination unit since we have a separate furnace. 
  

  The unit should have been a regular high efficiency 50 Gallon tank which has a much lower monthly rent.

  since Enercare installed an improper unit to make more money and was not required for the application, they should be charging for a regular (conventional) water heater price.

  We do not mind if they want to replace it with a conventional unit.

  FYI, even the rental cost of a tankless water heater is much less. 

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

  Business Response

  Date: 03/03/2023

  Enercare has
  responded to the customer to clarify the billing history on their account. With
  respect to the type of equipment installed, we confirm that Enercare installed
  the make and model of equipment that was requested and that the equipment is
  appropriate for the home. The details of the rental equipment would have been
  disclosed to the customer as part of their purchase of the home. If the
  customer had any concerns about the equipment, we expect that the customer
  would have raised those at the time they purchased the home. The customer is
  responsible for the charges associated with the equipment installed in their
  home. 

• Initial Complaint

  Date:31/01/2023

  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 cancelled electrical and plumbing coverage which expired in November 2022 by phone on Oct 20, 2022. They continued to bill me for the service. When I discussed the matter with Customer Care on Jan 25, 2023, they confirmed they were cancelling the coverage as of Jan 2023 but would not issue a refund for the previous 2 months even though I cancelled the coverage in October. In addition to this, I was double billed for 8 months for heating / cooling plan.

  Business Response

  Date: 09/02/2023

  We thank the customer for bringing this to our
  attention. We have reviewed the customer’s account and confirm that due to a system transaction error, the customer received double charges for their Heating and Cooling Protection with Maintenance Plan. A billing
  adjustment was processed to reverse the extra charges. We also confirm that in
  October 2022, the customer agreed to have the Electric Protection Plan and
  the Plumbing and Drains Protection Plan transferred to their new
  home. The customer is responsible for these Plan charges.  Nevertheless, as a gesture of
  goodwill, we have agreed to cancel the Plans, effective
  immediately.  We will also process a
  billing adjustment to credit the customer for the monthly charges they received for these Plans. The customer should see the billing updates in 1-2
  billing cycles. 

  Customer Answer

  Date: 09/02/2023

  
  
  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 pending the refund amount which i will monitor.  I would also add that the double billing continued as late as the last statement in February.

  For the record, although i agreed to extend the heating and cooling protection plan i did not agree to extend the plumbing and electrical protection.

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

• Initial Complaint

  Date:31/01/2023

  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.

  I sold my primary residence in Oct. 31, 2022 and notified Enercare that I had sold my residence and that my actual move out date would be Nov. 4, 2022 and gave them an address to send my final bill to. Well they kept sending me bills to date (jan. 25, 2023) and now are sending me to collection over unpaid bills from Nov. 4, 2022 to date. I have repeatedly called them to try to correct the problem and they continue to ask me for my new address and I have told them I do not have enercare at my new address and therefore they do not need it. My son moved from my primary residence into an apartment and I notified Enercare about the move and put the Enercare from his apartment in his name and thought that would be the end of it but NO they started sending him bills that say his address and 1 other address although they do not list the address as somehow they made the connection of the names. I tried to correct that also and they keep saying they are opening up an investigastion an it will take 2 - 3 billing cycles. I said you are destroying my credit over your own errors and this is not acceptable. Well as if that is not enough, now they created another account in my name but it is not spelt correct and and they have listed a service address as a home I have never, ever lived at and refuse to correct that. They keep asking me who lives at that address and I tell them I don't now. They are destroying my credit rating over their ignorance to correct a mistake they made. It's almost like they are just creating accounts and putting in dollar amounts to try to get someone to pay them. To my knowledge they also did the same to the tenant of the apartment that my son is now renting and she has receipts to show they are paid but with her when she moved they did the same and created a ficticious account in her name and for some reason they refuse to correct their issues unless you give them another name to add to the account. It is so frustrating and is such a mess and I do not want my credit rating destroyed over this. I have done everything correctly and they are **** near impossible to try to reason with.

  Business Response

  Date: 09/02/2023

  We thank the customer for bringing this to our
  attention. We have reviewed the customer’s account and identified that due
  to a clerical error, the move request was not successfully processed. We
  sincerely apologize to the customer for any inconvenience caused. We
  confirm that this error has been corrected and a billing adjustment has
  been processed to reverse the recent charges. The customer should see the
  billing updates in 1-2 billing cycles.

  Business Response

  Date: 22/02/2023

  Our Executive Escalation Team representative is working with our Billing team to review the customer's account and provide an update on the billing adjustment. We thank the customer for their continued patience. 

• Initial Complaint

  Date:31/01/2023

  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.

  My issue is simply i called enercare soo many times i am owner of the property since 1 oct 2022 my tenant is living there i m simply asking them to transfer enercare account to there name i have given their information to them i called them soo many times every time they promise me but nothing is happening i have been paying the bills instead of my tenants i have sent them a lease agreement soo many times i have emailed them also please help me out its been 4 months almost i paid $250 from my pocket thanks

  Business Response

  Date: 08/02/2023

  We
  thank the customer for bringing this to our attention. We have reviewed the
  customer’s account and confirm the rental water heater and the rental heat
  recovery vent have been removed from the landlord’s account and will be billed
  to the tenant’s account. The customer should see the billing updates
  reflected in 1-2 billing cycles.

• Initial Complaint

  Date:25/01/2023

  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.

  In Dec of 2018 I decided to rent a furnace from Enercare at $82.00 per month, to buy the furnace it would cost $$5,800.00. I will say that since the first month I have been getting biweekly calls for duct cleaning. In Dec of 21 I got a call from a collection person saying I have not been paying my bill, I investigated and it was true, I have not got an invoice for a few months. I called, they went paperless and were sending an invoice to someone else's email. This was corrected, I paid the balance and started auto payment. By this time the monthly costs was $97.73 understandable with inflation. At this point the rent was being taken monthly as normal, then I got a call again saying I was not paying, well it is auto payment so I really did not understand why, so again paid the outstanding amount. The following month August 23, I received an invoice for $7668.75, but new charge was according at $97.73 so I paid the $97.73. September's invoice was $7473.29 with the same amount of monthly amount of $97.73. I did not pay and thought I would wait one more month to see what is going on. Octobers invoice was $7375.56 and again with the monthly rental fee of $97.73. I called and they apologized saying it would be corrected and not to pay till resolved (case ********). I got an invoice in November showing my last payment of $390.92 no new charges, but a balance of $5327.35. On Dec 13 they removed $1000.00 from my account, I called again asking what is going on and the lady said I bought the furnace, I said so the cost is exactly $1000.00 and I will never hear from you again and will be getting a receipt, she said yes(case ********). In Jan I got an invoice for $5410.83 I called they said it would be resolved in 48 hours then on the 7th they removed another $1000. I called and they said needed a month to investigate and could not stop taking money, I went to bank and they can't stop them. I am now getting duct cleaning calls every 3 days. Can you help. Sincerely **** ******

  Business Response

  Date: 31/01/2023

  We thank the
  customer for bringing this to our attention. We have reviewed the customer’s
  account and confirmed that there was a system transaction error which impacted the customer’s pre-authorized monthly payments. This error was corrected and we confirm that the customer is
  responsible for the outstanding charges on the customer’s account. We
  sincerely apologize to the customer for any inconvenience caused. As a
  gesture of goodwill, we have offered to reduce the outstanding balance on the
  account. We’re waiting to hear back from the customer.