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

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  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

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:16/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was never any transaction with this issue. A few months ago our furnace broke during one of the major snowstorms here in Southern Ontario. We do not have a dedicated HVAC company that we use and we were calling around to try to get someone to come fix the furnace ASAP. We had initially booked for an appointment with Enercare but it wasn’t for a few days. In the mean time we found another HVAC company to come service our furnace sooner. I called Enercare to cancel the appointment and that was that.
  
  A while later I received a bill from Enercare for $29.00. I called to dispute this on March 5th and they said they removed the charge and it may take a few billing cycles and not to worry. I thought the issue was resolved. Until May 7th I received a phone call from a collections agency claiming I owed Enercare $452.00 for a service visit that never happened. Upon calling them, they have been unable to resolve the issue and cancel the service visit charge, for the service visit that never happened.
  
  I continue to receive harassing phone calls and letters stating that I owe them $452.00 for services that were never rendered. They have begun threatening to send the balance to collections and I am concerned that it will impact my credit rating.
  
  To be perfectly clear, Enercare NEVER visited my house for a service visit, yet are threatening my credit with fraudulent charges and are completely unable or unwilling to resolve the issue by phone. I have spent at least 4 hours attempting to fix this myself, but clearly I need help. They have no idea what they are doing and are utterly useless on the phone.
  
  There are multiple account numbers now associated with my name.
  1. ************ 2. **********  I have all the relevant paperwork. I refuse to ever speak to anyone from Enercare ever again. *** ********** *** * **** ***** **** ***** 

  Business Response

  Date: 23/05/2025

  We
  thank the customer for bringing this to our attention. We have reviewed the customer's account and confirm that the charge the customer received for $452.00 is for a duct cleaning
  service that was completed on October 21st, 2024. Unfortunately due
  to a system transaction error, there was a delay in sending the customer the invoice for
  this service. We sincerely apologize for any inconvenience caused as a result
  of this situation however, we confirm that this charge is valid for the service
  that was rendered. If the customer already paid for this service, we will ask that the customer provides a copy of the receipt for further investigation.

• Initial Complaint

  Date:16/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2024, I switched from a tank water heater to a tankless system through Ennecare. Since then, I’ve been billed for two services, even though the tank system was removed. I’ve contacted their customer service multiple times over the past year, but the issue was never resolved.
  
  Despite asking repeatedly for an email to submit my complaint in writing, they refused. Out of frustration, I began paying half the amount (for the actual service I use), but the remaining balance was sent to collections, and I’m now receiving constant calls.
  
  I called again recently and was promised a follow-up, but based on past experience, I don’t expect one. This time, I recorded the call for my records.
  
  I’m asking for:
  • A correction to my billing
  • Removal of incorrect charges and collection activity
  • Written confirmation of the resolution
  • An apology for the mishandling and stress this caused

  Business Response

  Date: 16/05/2025

  We thank the customer for bringing this to our attention. We have reviewed the account and identified that due to a clerical error, the customer continued to receive monthly charges after the rental gas water heater contract was terminated and replaced with the rental tankless. We sincerely apologize for any inconvenience caused. The error has been corrected and a billing adjustment has been processed on the customer’s account to reverse the extra charges. The credit has been posted on the customer's account and the gas water heater has been terminated.

• Initial Complaint

  Date:13/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The essence of the complaint is that I paid Enercare for a 'heating protection plan' that promised to insure my boiler against the cost and discomfort of boiler outages. Despite paying them monthly for many years, when my boiler broke they did not fix it within 4 days and had no realistic plan to fix it in the following days. This required me to pay out of pocket to have a competent HVAC technician fix my boiler after giving Enercare many days and many opportunities to do the work themselves. When I sent the bills I had to pay to Enercare for reimbursement I was ignored, **** **, and stonewalled. it took multiple emails and 12 phone calls over 2 months before Enercare told me that they would not be paying the bills that were need to restore heat in my house
  
  The boiler was serviced by Enercare on January 10th 2025, it broke on January 16th, and I was in contact with them 10 or more times until I was forced to call competent help on the evening of January 20th.

  Business Response

  Date: 21/05/2025

  We thank the customer for bringing this to our
  attention. Unfortunately, Enercare is not a parts manufacturer or supplier and
  as such has no control over the timing of delivery of the parts. We make every
  effort to source the part as efficiently as possible and try our best to source
  them from alternate suppliers. We have reviewed the receipts the customer
  provided and confirm that the parts that were replaced by the 3rd party company, are NOT covered under Enercare’s heating protection plan; the
  replacements of these parts would have been a chargeable service. Based on the
  information we have on file; we will have to decline the customer’s request for
  full refund. However, in order to assist the customer with their situation and
  as a gesture of goodwill, we have offered the customer a credit on their
  account. 

• Initial Complaint

  Date:09/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** **** ****** was sole by my husband ******** ****** and myself in july2024 and enercare calls me 3-5 times a day to tell me I owe money for the period after the property was sold. I explain that I no longer own the property and the disconnect the call. I have made over 30 attempts to correct the issue with never a resolution as they keep calling. I want the account closed and to avoid them sending me to collections on bills that are from the new owners.

  Business Response

  Date: 14/05/2025

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

  We can confirm there was a remaining balance owing on the account of $102.87.  I have gone and issued a credit to ensure the balance owing is $0.00.  Please note the move has already been completed, there will be no further bills recieved on this account.

  Customer Answer

  Date: 05/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Enercare stated they issued me a credit for the full amount however I have already paid the over due balance and am not looking for reimbursement of the balance that was owed. Enercare sent my file to collections without even advising me I had an overdue amount. I am requesting for the collections to be removed from my credit report as enercare sent me to collection before even informing me of what the issue and reason for their call was for nearly a year and as soon as I was contact by a collections agent she was the only person to be able to explain the file reason for payment dates of the payment that was issued for and a solution to pay the outstanding balance that was never explained to me in the 10 months enercare called me on a daily basis. I reject the solution and request to have the collection reported deleted form my file. 
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 17/06/2025

  We can confirm there was a remaining credit balance on the account of We can confirm there was a remaining balance owing on the account of $102.87, if you would like Enercare to issue a cheque for this amount kindly provide your new address.

  We can confirm that the account has been purged, and there has no been effect on the credit history.

  Customer Answer

  Date: 27/06/2025

  
  
  Better Business Bureau:
  

  Thank you for closing the file and i accept the reimbursement option as i have made attempts after attempts to close and resolve the reason for the calls with never a resolution until the BBB was involved. Please sent the reimbursement to my attention at ** **** ****** ********* ******* *** ***. 

  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:08/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Tankless Water Heater at Primary Residence
  
  I have been with Enercare since 2015 under what was described as a rental agreement for a tankless water heater. However, this arrangement does not reflect a typical rental. A true rental allows the return of equipment at any time without further obligation. Instead, this agreement functions more like financing—except on significantly worse terms.
  
  Quotes I’ve received from other providers for comparable equipment under financing plans are far more affordable, typically paid off in under five years, and include 10-year parts and labour warranties. I’ve had this unit for over 10 years and am still being billed, with no clear pathway to ownership or termination.
  
  Additionally, when I signed the agreement, Enercare failed to correctly spell or fully include my legal name. This remained uncorrected until I brought it to your attention. The contract terms were also never clearly explained to me.
  
  
  2. Unauthorized Hot Water Tank at Second Property
  I also dispute a separate Enercare contract tied to my second property. A hot water tank was installed by the builder, and I was only made aware it was a rental after closing.
  
  I never signed, consented to, or authorized this agreement. When I contacted the builder, they directed me to Enercare. I find it unacceptable that such an arrangement was made without my explicit approval.

  Business Response

  Date: 09/05/2025

  *** ** ***** ***:

  Please be
  advised that as per the terms of the rental contract, the contract ends once
  the equipment has reached it’s useful life. The useful life of the equipment
  ends when Enercare determines in its reasonable discretion that the equipment
  is no longer commercially reasonable to repair, having regard to the age of the
  equipment, the cost of repair or other relevant factors and notice of such
  determination is given to you.
   You
  can review the terms & conditions of the rental water heater on our website
  or you can click on the link below and select the appropriate terms &
  conditions. Please review Section 9 under “Termination”.
   https://***************************************************************
   We
  would also like to clarify for you that the monthly rental charges are solely
  for the use and benefit of the water heater and does not contribute towards the
  buyout price of the equipment. The buyout price is an age-reduced price that
  reflects, among other things, the unpaid cost of the water heater and related
  installation, finance, and servicing costs at the time of the buyout; the price
  reduces every year based on a certain percentage when you’re on the rental
  program. Enercare’s contract, and in particular the buyout provision of the
  contract, was specifically approved by the Competition Bureau in 2010.
  Should you wish to terminate your rental
  water heater agreement, you must do so within your contractual agreement which
  includes paying the valid and enforceable termination fee, the current
  termination fee is $1,827.00+HST.

  -------------------------------------------------------------------------------------------------------------------------

  We
  thank the customer for bringing this issue to our attention. We confirm that
  the rental water heater installed at the address provided by the customer was listed in the Agreement of Purchase and Sale
  when the customer purchased the home from the builder. 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 from the builder

• Initial Complaint

  Date:08/05/2025

  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 short, there appears to be a disconnect in communication between the Enercare technicians and Enercare customer service. The technician has advised that the parts to repair my rented hot water tanks are unavailable due to the company, ****, no longer supporting the product. However, when I call Enercare to find out the process for returning the **** rental equipment and cancelling the rental contract, they are insisting I need to pay buyout fees or upgrade to a new rental which will cost an additional ~$50 a month. I currently rent each unit for ~$90/month. An "upgrade" would result in an increased rental fee of $140/month/unit. I am not interested in an upgrade that would cost more money and if they are unable to repair the current units, I want the contracts cancelled with $0 buyout fees.
  
  Property Address: ** ******* ******* **** ***** ******** ** *** ***
  Issue: On Tuesday April 29th, my tenant sent a video message as the **** unit was emitting a continuous loud high pitched noise. We contacted Enercare about the issue and scheduled a service request for the unit to be repaired on Wednesday April 30th 2-6p.m. The technician immediately called me after attempting to repair the unit and explained that it cannot be repaired as parts are not available due to the **** company no longer supporting the product.
  
  Property Address: ** ******* ******* **** ***** ******** ** *** ***
  Issue: The rented equipment has been experiencing loss of pressure on a daily basis over the past couple of months, meaning if my tenant wanted to take a hot shower, they need to do manual do some adjustments on the hot water unit before taking a shower. As you can imagine, this will get annoying quite quickly.
  
  I have called Enercare customer service three times over the past week and still do not have an ETA on when this issue will be resolved - either the units to be repaired or buyout fees cancelled.

  Business Response

  Date: 16/05/2025

  We thank the customer for
  bringing this to our attention. We are currently reviewing the customer's
  account with the District Field Manager, and will be in contact with the customer with a
  resolution. We appreciate the customer's patience and understanding while we
  work to resolve their concerns.

  Customer Answer

  Date: 24/05/2025

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

  It has been over 7 days and no one from Enercare has ever called me. Same as the previous times I directly called Enercare and was told there was an “urgent” flag on my file for someone to call me.
  Nevertheless I did call Enercare and had a tech revisit both units:
  
  ***** this was magically able to be fixed which leads to me wonder how many customers would have been told there unit was not fixable and they would have probably upgraded for a higher monthly fee. I’ll be writing to the regulator and letting them know about this concern. How could a tech leave a unit with a high pitched noise and no one from Enercare even bothers to deal with issue on an urgent basis? 
  
  ****: this unit again could not be fixed and my tenant has to manually adjust the unit daily. When will this be fixed?

  Thanks,
  
  ****** *******

  Business Response

  Date: 05/06/2025

  We confirm that our technicians are licensed professionals who, at all times, carry out their duties in accordance with their obligations under the TSSA and in the best interests of customer safety. We also confirm that for unit#****, there was a part that was installed to complete the repair - the tank re-calibrated and is running to manufacturer specifications. For Unit#****, the tank is working to manufacturer specifications however, the technician recommended for the customer to upgrade the tank as there is water crossing on both showers. The technician also advised the customer to get a plumber and fix the plumbing. With respect to unit#**** – we have no record of the customer contacting Enercare requesting service. The last service call was in November
  2023. The customer can contact our customer service or book online for a service
  appointment.
  
  

• Initial Complaint

  Date:07/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid Enercare $243.65 for a water heater I do not own. They sent a technician to my home to verify that I do not have a Enercare water heater.
  They have continued to bill me as of I use their services. They are refusing to refund me the funds that I have paid and to close my account even though they have acknowledged I do not have a Enercare tank in my home. They are insisting that I show proof of home ownership which does not make sense. I have lived in my home for 15 years and they just started billing me in 2024. It should also be noted that the technician shared the last note he had on the water heater tank was from 2006 (years before I bought my home)!

  Business Response

  Date: 20/05/2025

  We can confirm a member of our Executive Escalation Team has been in contact with the customer, and has provided the customer with an e-transfer of $350.00.

  Customer Answer

  Date: 20/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I am filing a complaint against Enercare Inc. regarding serious and ongoing billing and collections issues affecting myself and at least four neighbours. For over six months, we’ve dealt with inaccurate bills, incorrect account balances, and repeated unfulfilled assurances from Enercare representatives. Despite our efforts, these issues remain unresolved and are now escalating.
  
  In multiple cases, accounts have been unjustly referred to collections—even while under dispute. A collections agent even visited one neighbour’s home. In my own case, I was contacted by a third-party agency to whom I paid to settle the alleged Enercare debt. Later, Enercare claimed they had no record of referring my account to any agency, nor did their representatives recognize the agency's name. This raises serious concerns around customer data privacy and Enercare’s internal controls.
  
  The following accounts have been affected: ********, ********, ********, ********, and ********. The similarity of these cases suggests a systemic issue in Enercare’s billing and customer service systems.
  
  We are requesting:
  
  A full review and correction of affected accounts
  
  Written clarification of Enercare’s process for referring accounts to collections
  
  A pause on all collections activity while these cases are resolved
  
  A clear path for escalation and resolution
  
  Enercare’s failure to manage accounts transparently and securely has caused unnecessary stress to good-faith customers. We are seeking the BBB’s assistance in holding Enercare accountable and resolving this matter fairly.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/05/2025

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

  We can confirm our third party collections team do not go to door to door, the customer's neighbor may have had a letter hand delivered to the door, but we do not interact with customers.

  We have investigated the customer's account and we can confirm that the agent will be sent for retraining as the customer's account was with our Collections Team however the appropriate actions have been taken on the account, and everything has been updated.

  We cannot comment on the account of others, and we encourage anyone else to contact our customer care team at 1-************ should they have any further questions or concerns.

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a hot water tank changed 3 years ago by another company. They did not return enercares tank. Me being a customer I have no clue how this stuff works. I paid 2 water tanks on the same property the entire time until enercare came in Dec to realize their tank was no longer here I still ended up paying 133$ in dec to close out my account ... now enercare sent me a new bill which is over 1000$ and after I was told by representatives that they will escalate it and have it closed i am getting daily phone calls and mail with interest. Management needs to contact me not some collection clerk I paid enercare for a tank that wasn't even here for 3 years instead of coming after me as an amazing client they should be seeking these funds from the company that should have returned your tank upon removal.

  Business Response

  Date: 09/05/2025

  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. Further, we have no information that the
  water heater was purchased by the customer. Since it’s been confirmed that the
  Enercare equipment has been removed and have, therefore, forced a termination
  of the rental contract, a buyout has been processed in accordance with the
  customer’s contractual obligations and in order to stop the monthly rental
  charges on their account. However, as a gesture of goodwill, we have waived the
  mandatory buyout charge. As an additional goodwill gesture, we have also offered
  a discount on the outstanding balance the customer has on their  account. If the customer provides a receipt or
  any documentation that can confirm that the rental water heater was returned,
  we will refund the customer the buyout payment they recently made and process
  the necessary billing adjustment on their account.

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enercare keeps on sending me invoices for the rental of a domestic hot water heater, but I have not entered into a contract with them. There’s no way to reach them in writing to have written documentation of this. So they want me to pay for a contract, but won’t give me a copy of it.

  Business Response

  Date: 05/05/2025

  We appreciate
  the opportunity to address your concerns.
  We sincerely
  apologize for any inconveniences you have experienced. At Enercare, we strive
  to provide excellent service and we regret to hear that this matter resulted in
  a negative experience.

  Enercare
  can confirm that would have not installed the subject equipment without the
  correct authorization and you have had the use and benefit of the equipment. 

  Enercare confirms that you had use and benefit of the
  rental water heater and you remain responsible for the valid rental charges up
  until the issue was first brought to Enercare’s attention (May 3rd, 2025).

  As a gesture of goodwill, on a without predjuce basis, we can waive the $100.00 termination fee for the rental water, however we can confirm the rental charges remain valid as there are no phone calls, emails, or any contact until May 3rd.  Please confirm and we will terminate the rental water heater agreement, please note by exercising this option the water heater will become your property and you remain responsible for all future maintenance, service, and removal.

  Customer Answer

  Date: 16/05/2025

  Complaint: ********
  
  I am rejecting this response because I have not been provided a written contract I would have supposedly entered with this company, as per the Ontario Consumer Protection Act. I request to see the contract so that I may proceed ahead with the proper documentation 
  Sincerely,
  
  ********** ******
  

  Business Response

  Date: 16/05/2025

  Your position has been carefully considered by multiple
  departments.  I have tried to clearly explain Enercare’s position in
  multiple email communications with you.  Again, I am sorry that you do not
  agree.  However, Enercare’s position remains that it has complied with all
  legal obligations.  You are not entitled to any compensation from
  Enercare.  Despite that position, Enercare has made a goodwill, without
  prejudice offer to settle your complaint. Unless you are interested in
  accepting that offer, this will be Enercare’s last communication with you
  on this matter.

  As noted below: 

  Enercare can confirm that would have not installed the subject equipment without the correct authorization and you have had the use and benefit of the equipment. 
  Enercare confirms that you had use and benefit of the rental water heater and you remain responsible for the valid rental charges up until the issue was first brought to Enercare’s attention (May 3rd, 2025).
  As a gesture of goodwill, on a without predjuce basis, we can waive the $100.00 termination fee for the rental water, however we can confirm the rental charges remain valid as there are no phone calls, emails, or any contact until May 3rd.  Please confirm and we will terminate the rental water heater agreement, please note by exercising this option the water heater will become your property and you remain responsible for all future maintenance, service, and removal.  Please note as we have not recieved confirmation, no actions have been taken on your account.

  Business Response

  Date: 20/05/2025

  We have ******** a redacted copy of the water heater contract.

  We re-confirm that the customer assumed the
  rental when they took possession of the home. If the customer had any concerns
  with respect to the rental items in the home, we would expect that the customer
  and their lawyer addressed those concerns with the seller prior to purchasing
  the home. The customer has been advised that if they are  disputing the assumption of the rental, they
  will be required to provide a copy of the Purchase and Sale Agreement (PSA) for
  our review. If the rental was not disclosed on the PSA, we will reverse any
  rental charges the customer has received and process a buyout to the previous
  owner.