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

  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

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

• 

  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:05/01/2023

  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.

  Enercare owed me that amount * **** *** ** **** *******. I moved out of this unit on 18 March 2022 and they were still taking money from me. They also have not reimburse me the amount they owed me, they have promise me a cheque and e-transfer but still nothing since 10 months ago, if this were the other way around they will send me to Collections and hurt my credit history. I also would love to get 3% interest for 6 months which I believe I am this is a reasonable amount due that I am requesting 6 months out 10 months, so I am considering 4 months of grace.

  Business Response

  Date: 12/01/2023

  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 have processed a billing adjustment
  to reverse the extra charges. A credit balance remains on the customer’s
  account. The customer has opted for a direct deposit payment to receive the
  remainder of the refund. We are waiting to hear from the customer for
  required information to process the customer’s request. 

• Initial Complaint

  Date:04/01/2023

  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.

  In June 13th of 2022, I called Enercare Commercial Services call centre, to pay out 2 water heater rental contracts. Call centre rep confirmed, (and I authorized her) to process payment for the water heaters from my pre-authorized debit, and pay out the water heater contracts then close the accounts. I assumed from the conversation between the rep and myself the accounts were closed. June 13th 2022 $902.06 was taken from my chequing account. I was never charged anything after, or received any more bills. November 29th, 2022, I received an email from a collections agency (******** **** *** ******) claiming that Enercare placed me in their collections services for an unpaid invoice of $710.77. I NEVER received any type of communication from Enercare that any money was owing at any point in time. I called Enercare call centre on November 29th, 2022 and the rep confirmed both accounts were closed and there was no money owing. I documented the date and time of the call for reference and confirmation. ******** **** *** ****** opened an inquiry via ******* and my credit score was lowered. I called Enercare again on December 20th, 2022 and a rep in a different department said there was $710.77 still owing, as they only paid out one of the rental contracts with the pre-authorized debit. I was completely IRATE, as they NEVER contacted me to let me know of their mistake. I paid the amount owing with my credit card (as they said they no longer had the pre-authorized debit on file since they closed the account), and received a receipt emailed to me. I asked the rep to confirm if I paid the money owing they would contact the collections agency and let them know, she said within 24hrs they would be notified. On December 22nd, 2022 I received another email from ******** **** *** ****** wanting to contact me about my "unpaid invoice". I emailed Kingston Data the receipt of payment and instructed them to never contact me again. Enercare's mistake and lack of communication has caused a public record of the collections inquiry on my ******* credit report, and would like this corrected.

  Business Response

  Date: 11/01/2023

  We thank the customer for bringing this to our
  attention. We confirm that a request has been sent to our collections team
  to purge the customer’s information. A confirmation letter will be
  provided to the customer once this request is completed. We thank the
  customer for their patience and understanding.

  Customer Answer

  Date: 12/01/2023

  
  
  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:03/01/2023

  Type:Sales and Advertising 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.

  In April of this year, during a routine furnace servicing, the technician noted that I had a competitor's water heater and he informed me that Enercare had a 'Win me back' program that would offer me an $800 prepaid ********** to swap out the tank for their brand. I said yes. It also turned out I needed a new furnace, so the next day when the sales agent came, he confirmed that offer as well as offering me 2 $100 prepaid cards, but couldn't guarantee that THEY would be fulfilled. Got a new furnace, got a new water thank and the 2 MAYBE cards, but no $800 FOR SURE card, however, I did get charged by Reliance, the renter of my other water heater, the equivalent amount. I have made 15 phone calls, (to Colombia, including the 416 number to their head office) all telling me how sorry they are and they'll check into it and escalate it to the next level. Most recently I sent a registered letter to the president at the head office in Markham, no response. I'm about to send one to the Customer Care VP as well. These programs are still being offered through Enercare, as recently as last week. If I could, I would never deal with them ever again. I've contacted Pat Foran at CTV news and he feels I was duped by a door to door plan! Insulting!!
  I see through other reviews on your site that this is not uncommon customer service, but I hope I can just get my $800 to offset the penalty about which I was not warned. Many thanks for any help you can afford.

  Business Response

  Date: 09/01/2023

  We
  thank the customer for bringing this to our attention. We confirm that a
  digital ********** for the remaining amount of the promotional offer has
  been processed and sent to the customer. As a token of our appreciation
  for the customer’s patience and understanding, we have also applied a
  goodwill credit on the customer’s account. The customer should see this
  credit on their Enbridge bill in 1-2 billing cycles.

  Customer Answer

  Date: 10/01/2023

  
  
  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:03/01/2023

  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.

  On Dec 29 to my shock and dismay as I was applying for a credit card limit increase to switch products I was told by the bank I had a Collection on my account (have never had one in my life) and they couldn't do it. I spent time pulling a credit report to see it was from Enercare and was for a charge from Dec 2018 that I have no outstanding bills for in the last 4 years. I called Enercare and they could NOT find any record of this and told me to call ********. Rather than do that (since it made no sense) I called the ******** **** *** ****** company that was assigned to this. They had NO information but I paid off the $494 in order to get it cleared so I won't have it on my credit report and it STILL takes 30 to 60 days to clear. The credit card company said the letter of relief from the ******** **** * ****** ** was sufficient. I separately will complain against ******** **** *** ****** as they didn't give me ANY details on what the amount was and said they didn't know. **** ******* **** ***** ** **. I am now calling Enercare again have been on hold for over 30 minutes now and they seem to be struggling to find out what the amount is. I told them I received NO BILL from them at all on this amount over the last 3.5 to 4 years which is how long they said it was outstanding. I would like this ********* *** ********* ******* behaviour to go on the record for Enercare along with a refund and apology from them and ******** **** *** ******.

  Business Response

  Date: 09/01/2023

  We thank the customer for bringing this to our attention. We have
  reviewed the customer’s account and confirm that the customer was made
  aware of the amount that was owing on several occasions since early 2018. The
  outstanding balance was for a carbon cleaning service that was completed on May
  4th, 2018 and the customer is responsible for its payment. We
  confirm that Enercare has fulfilled its legal obligations in this instance and based on the information we have on file, we are unable to assist with the
  customer’s requests.

  Customer Answer

  Date: 11/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their claims are false. When I called them on Jan 5 to tell them that 1) I had no idea what the charge was and 2) request a refund. They told me to call back on Jan 6 after the payment from the collections company was lodged for a refund. I also asked them to send me the invoice that they were talking about. Attached is what they sent me. This is the first time I have seen this. You can see on the attachment they sent that the invoice was dated Dec 2018. There was NOTHING sent afterwards. You can also see in the invoice they do NOT indicate what the amount is for at all. There was no carbon cleaning total that matches $494.16 and they couldn't even provide the backup. Please see I have attached the email and their supposed invoice that tells you nothing. I repeat they NEVER contacted me after Dec 2018 to tell me anything was outstanding. If they had I would have disputed it. Please help or let me know what other things I can do to escalate this ******* activity.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 18/01/2023

  We confirm that the customer was
  made aware of the amount that was owing on several occasions. The outstanding
  balance was for a carbon cleaning service that was completed on May 4th, 2018. The
  customer was sent the invoice for the service and the customer is responsible
  for the amount owing. We also confirm that Enercare has fulfilled its legal
  obligations in this instance and based on the information we have on file, we
  are unable to assist with the customer’s requests. Nevertheless, as a gesture
  of goodwill, our collections team has
  purged the customer’s information. A release confirmation letter from
  our collections vendor has been provided to the customer.

  Customer Answer

  Date: 23/01/2023

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

  Carbon cleaning in May was disputed with ******** and they agreed.

  Then Enercare has two bills for me from Nov and Dec 2018 that I attached previously only showing as "Billing adjustments".

  I have attached a chain I am having now with their customer care where they:

  1) Cannot show me the invoices from May to Nov 2018 to show the chain. However they also noted they made a billing error

  2) They are ignoring my requests to explain why if ******** agreed with the dispute they did not and did not send any correspondence just sent me two bills in Nov & Dec 2018 and then nothing else

  3) They never sent anything after Dec 2018 and only in July 2022 they sent to a collections agency as noted - ******** **** *** ****** who never sent me a formal email or letter as I have noted many times and appeared to be a prank. If I had been contacted between Dec 2018 and Jul 2022 I would have responded as I am responding now when I found out about this in Dec 2022 when they put a collections on my credit report. Enercare made a billing error, didn't respect ********'s dispute resolution and LOST this bill and sent to a collections agency who had no detail on the bill.

  My request still holds for full refund of $494.16

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

  Business Response

  Date: 03/02/2023

  We
  confirm that Enercare has fulfilled its legal obligations in this instance and
  based on the information we have on file, we are unable to assist with the
  customer’s request to receive full refund for the service charge. However, we identified
  that due to a clerical transaction error, the charge was not calculated
  correctly. We sincerely apologize to the customer for any inconvenience caused.
  On January 24th, 2023 we reached out to the customer for the
  required information to process a cheque and/or direct deposit payment to
  refund the extra amount that was charged. We look forward to hearing from the customer. 

• Initial Complaint

  Date:03/01/2023

  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.

  Our water heater broke on Xmas eve, after having three technicians come to the house to assess then replace the water heater and having us address any issues we could on our end. We are still being told that we have to wait for a call and for someone to come and give us a quote on the scope of work. We have been without hot water for 7 days and have two small children. The technicians who were here gave us pricing and options which we discussed with our landlord and made a decision. Still the customer service line tells us we have to wait for them to contact us and have yet another person come out to our home just to do a quote. It is completely unacceptable to have a family of 4 go without hot water for more than a week. We’ve had to rely on the kindness of our friends to allow us to use their homes to shower and bathe our children. Enercare is telling us it could be up to an additional 5 days before this can be rectified which is quite simply ridiculous. My wife and I have been on the phone with customer service everyday, sometimes for hours and this issue is still not resolved. I am appalled that a company of this magnitude could allow this to happen.

  Business Response

  Date: 09/01/2023

  We thank the customer
  for bringing this to our attention. We have reviewed the customer’s account and confirm that each time the customer contacted us for service, we
  provided them with the earliest available appointment. We have reached out
  to the customer and they have confirmed that they no longer need
  a water heater installed.

• Initial Complaint

  Date:03/01/2023

  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.

  We rent a hot water tank from enercare. We had numerous complaints about no hot water in our home. We had a technician come over several times and each and every time the technician that came over they told us that we need to replace the mixing valve. We got the mixing valve changed as suggested by the technicians and spent $300. After about a week of changing the mixing valve, the issue remained the same no hot water. We called enercare again and they sent a technician, he told us the same thing that we need to change the mixing valve. When we told him that we already got it changed, he changed his statement right away and said then there is an issue with the rental hot water tank. All this has been happening since last 2-3 years. Because of wrong diagnostic we spent $300 when that was not the issue. We want them to take accountability of that and when they came to change the hot water tank they damaged our wall. We have called them numerous times but no one listens. Basically they are fooling the consumers because they want them to pay for their plans so they can make money. We called numerous times but no one is ready to help us or listen to us. We are really frustrated. All this happened in the month of December 2022. They should have a record of our hot water complaints since the last 2-3 years and also the diagnostics.

  Business Response

  Date: 11/01/2023

  We thank the customer for
  bringing this to our attention. We have reviewed the account and confirm that,
  in January 2019, the customer was advised to replace the mixing valve connected
  to the water heater. We understand that the customer had another company
  replace the mixing valve at that time. We are unable to agree to the customer’s
  request to reimburse the charges paid to that third party as the mixing valve
  is part of the customer’s plumbing and not covered by the water heater rental
  agreement. In December 2022, Enercare attended the customer’s home in response
  to a request for service and recommended replacing the water heater. We are
  working with the customer to address the wall damage that occurred during the installation
  of the customer’s new water heater. 

  Customer Answer

  Date: 12/01/2023

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

  from 2019 to 2022, all technicians who came to our residence told us that the mixing valve was the issue. They didn’t bother checking their water tank. They kept repeating the same thing again and again and kept offering us their plans. We trusted their diagnosis and got the mixing valve changed. I am not a technician or a plumber. I relied on the technician’s diagnosis. Aren’t their technicians trained to diagnose the issue with their own water tank. They have all the complaints registered with them that states that all technicians who came on a service call told that their water tank was working fine but the mixing valve was the issue. From 2019 to 2022, we were out of hot water several times and kept complaining   How is it possible that their diagnosis was incorrect every time. * ******* **** *** *** *********** *** ******* ** *** **** ***** *** **** ** ****** ***** ***** ** **** **** *** **** ***** ********** *****. I want them to reimburse my money.

  
  
  
  
  Sincerely,
  
  
  
  Neena Kumar

  Business Response

  Date: 31/01/2023

  We are unable to assist with the customer’s request to reimburse
  the charges they paid to a third party company as the mixing valve is
  part of the customer’s plumbing, which is not covered by the water
  heater rental agreement with us.

• Initial Complaint

  Date:22/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In may of 2022 I reached out to enercare for to get a new hot water tank rental. At the time there was a promotion going on that if you sign up for a hot water tank rental enercare will give you a prepaid credit card/gift card.
  
  I signed up for the promotion. Enercare came and installed the hot water tank and advised me the prepaid gift card would be sent in the mail.
  
  It’s been 7 months and I have not received the gift card. I have called 6-7 times to follow up with enercare and I keep being told that they have escalated the issue and that someone will reach out to me within 5 business days. 5 business days passes and no one calls. I call them back to follow up and I keep being told the same excuses and that someone will follow up with me

  Business Response

  Date: 28/12/2022

  We thank the customer for bringing this to our attention. A member of our Executive Escalation Team will reach out to the customer shortly. We wish the customer a very Happy Holidays! 

• Initial Complaint

  Date:22/12/2022

  Type:Order 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 purchased a home with an old water heater in it and i would like it removed. They refused and said that i have to rent it from them until the water heater no longer works. I never signed a contract with them and i should not be held ******* to them. I should be able to return the tank.

  Business Response

  Date: 28/12/2022

  We thank the customer for bringing this to our attention. A member of our Executive Escalation Team will reach out to the customer shortly. We wish the customer a very Happy Holidays! 

• Initial Complaint

  Date:22/12/2022

  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 had called enercare about scheduling a repair on my furnace, the representative I spoke with advised me that if I signed up for their furnace protection plan, because I was calling before 5pm I would get same day repair. They told me me me hey would call in the next 4 hours letting me know what time they would be coming.
  
  Around 8 o'clock there was still no call, so I had called enercare and they appologized and said that they wouldn't be comint today. I felt this was unacceptable and had asked to speak with a manager. The manager appologized and said there was nothing he could do, but since he felt bad about our family being stuck with no heat in the cold, he was going to arrange to have some space heaters dropped off in the next hour.
  
  By 10pm (2 hours later) there was still no space heaters. I called in the next morning and asked to speak with a manager, after being asked to provide what is going on to the representative ( Jennifer) so she could transfer me to a manager, she had told me there was nothing on file about space heaters, and that the manager (Luisa) has no reason to talk to me as there is an appointment scheduled for today. After asking several times, the representative.

  Business Response

  Date: 28/12/2022

  We thank the customer for bringing this to our attention. A member of our Executive Escalation Team will reach out to the customer shortly. We wish the customer a very Happy Holidays! 

  Customer Answer

  Date: 28/12/2022

  
  
  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:16/12/2022

  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 complaint is as follows. Over the course of the past 1 month I've received at least 75 calls from Enercare about a past due account that is no longer mine. I've contacted their office and asked that I'd be removed from their number but I continue to get calls as of yesterday December the 13th I received five calls in one day.

  Customer Answer

  Date: 19/12/2022

  Hello,

  To address your questions, please see below:

  1- The correct spelling is Enercare Incorporate.

  2- The equipment in question is a Gas Fireplace that was installed (Never worked correctly-No Remedy from Enercare)

  3- The ownership of the house was recently transferred to ***** Wilson who is my ex-spouse as part of our separation agreement.

  4- ***** and I have separated amicably and have spoken recently about the fact that ***** has advised Enercare of the changes.

  5- ***** can be reached at ************ and would be able to provide any documentation that is required.

  Thanks

  **** ******

   

  Business Response

  Date: 20/12/2022

  We thank the customer for bringing this to our attention. A member of our Executive Escalation Team will reach out to the customer shortly. We wish the customer a very Happy Holidays! 

  Customer Answer

  Date: 20/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I will await for a reply from Enercare Inc., but do not consider this a conclusion to my complaint.

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

  Business Response

  Date: 28/12/2022

  We are currently reviewing the customer's account and will reach out with a resolution shortly. We thank the customer for their patience. 

  Customer Answer

  Date: 03/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await further information per their reply. 
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 04/01/2023

  We thank the customer for their patience. We confirm that the
  account information has been updated as requested. Moving forward, the
  customer should not receive any calls from Enercare.