Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Enercare Home & Commercial Services Limited Partnership's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,118 total complaints in the last 3 years.
665 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:16/12/2022
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 received an invoice from Enercare regarding a hot water tank rental. This is the first invoice that I received for a condo that I purchased 2 years ago. Enercare can provide me with no contract for a hot water tank rental. I have emailed and called for two months now and I have made two Consumer Complaints with Enercare with Ref# ******** and #******** Re: Invoice **********.

I have received no response from Enercare. But the invoices keep coming
Business Response
Date: 22/12/2022
We thank the
customer for bringing this issue to our attention. We have reviewed the
customer’s account and confirm that we received notification that the customer
assumed the rental contract upon the purchase of the home. We also confirm that
due to a system error, billing of the rental charges was delayed.
Nevertheless, as a gesture of goodwill and in order to assist the customer with
his situation, we will agree to waive the rental charges and terminate the rental contract. The customer should see the billing updates in 1-2 billing
cycles.
Customer Answer
Date: 22/12/2022

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:15/12/2022
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.
After believing that I had sorted things out over a year ago regarding the establishment of a NEW ACCOUNT AT A NEW ADDRESS, I learned that this was not the case! My ex’s name was still associated with my account, at an address in which she did not even reside. It took me a good deal of time, and effort to try to sort this out. Multiple Enercare agents provided different information, and none reassuringly convinced me that they were taking care of my request. In fact, one agent told me to contact ******** who were naturally baffled, and referred me back to Enercare. After weeks, possibly months, the matter was ultimately reverted to my ex, and personal information and privacy rights were breached. She continued to receive Enercare correspondence while I did not in spite of me being the only account holder, including a renewal for the account and associated services, something to which I neither provided consent nor authorization. When I informed Enercare, they informed me that they were taking corrective action and someone would follow-up with me. Rose, called to discuss the matter, admitting the issues and that she would like to review service plans and establish a new one for me. I was offered an even more expensive plan, the Heating Protection Plan plus the promotional offer of 6 months. It was also recommended that I keep the Maintenance Plan and a lump sum of $200 would be offered based on my experiences. An appointment was later rescheduled at a different date.

With no indication of the promotional credit nor of the lump sum credited to my ******** account, I followed up and spoke with Majid informing that I had yet to receive what had been offered, and requested a letter of apology. Majid offered to look into the matter, requested my best telephone number, and indicated a representative would be in touch by Tuesday, November 29. To date, Enercare has not contacted me to discuss the matter leaving it unresolved.
Business Response
Date: 15/12/2022
We thank the customer for bringing this to our attention. A member from
our Legal team has been in contact with the customer and is currently reviewing
the customer’s account.
Customer Answer
Date: 17/12/2022

Complaint: ********

I am rejecting this response because: it is not a response, rather nothing more than an update. It does not acknowledge anything that I have outlined, nor provided any remedy

Sincerely,

*** ******
Business Response
Date: 28/12/2022
We confirm that a member of our Legal team has reviewed the customer’s account and confirmed that the customer is the only name on the account at this service address, and the credits offered to the customer have been successfully applied to their account. We thank the customer for their patience and sincerely apologize for their experience.
Initial Complaint
Date:15/12/2022
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 had a new furnace and air conditioner installed in my home on Dec 18, 2021. I and my wife chose Enercare, as the sales rep who came to our house offered a $1200.00 rebate, if we give the business. This was a good offer for us to go with Enercare. We have had no problems with the furnace and AC installed except there was a defect in the pump of furnace which they fixed right after. Our complaint is not recieving the $50.00 rebate that was offered (we received $1150 in **). It has now been over 11 months of texts, calls and emails trying to get the rebate . The sales rep did say that it would take up to 8 to 10 weeks to recieve the rebate after 5 emails of reminder has been sent out. I first contacted the sales rep March 10, and qlso called enercare to advise and inquired about the $50. Sales rep emailed back on April 26, that it will take upto 4 months to arrive (I have all emails) . I reached out again to sales rep, email, no response until today. This is ridiculous and unacceptable from a well known company like enercare, and that the rebate was a incentive to buy from enercare. This has caused me great amount of stress, frustration and time. This is not the way a business should be run. If a company is going to offer an incentive, they must give it, and within a reasonable amount of time.
It's not only the matter about $50 but the stress, the follow up and we feel like we are begging them for our own money. This is pathetic. Hope they will perform and function as promised. We can't tolerate this kind of "OVER PROMISED AND UNDER DELIVERED" approach from Enercare, Hope they will read this and action ASAP.
Thank you for reading.
Business Response
Date: 22/12/2022
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 increased the value of the digital **********
that was sent to the customer.
Initial Complaint
Date:13/12/2022
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.
Enercare installed a hot water tank that vents out of my chimney 3 years ago - this does not meet safety codes *** ** *******. A few months ago I had someone look at my roof in an u related matter and they told me my chimney had no lining or cap and my water tank was illegal. I called Enercare to have them come fix their mistake and they took full responsibility and said they’d send someone. The technician came and said that wasn’t their problem it was mine and he reported me to Enbridge who threatened to turn off my gas in 30 days (in December - winter in Canada) if I didn’t fix the issue Enercare created by improperly and ********* installing the water tank I rent from them. I called them more times and they kept agreeing this was their mistake, their technician was wrong, and sending me more technicians who wouldn’t fix the issue. When I asked to leave Enercare they made me buy out the water tank for $750 or I couldn’t leave. After hours and weeks wasted on calls with them, the only option was to pay them more money per month to upgrade to a new tank that didn’t vent out of the chimney. When they came to install that they said it couldn’t fit based on how (too) close they’d originally installed the furnace I also rent from them and said I had to get wan electrician to rewire my basement to fit a more expensive unit they have that would fit. They are incompetent, have no clue what each department is doing, sent the wrong technician numerous times, and their only solutions involve me paying me them more and more money to fix the issue they caused by ********* installing my hot water tank in the first place.
Business Response
Date: 21/12/2022
We thank the customer for
bringing this to our attention. We have reviewed the account and confirm
that the repair was completed on December 9, 2022. We thank the customer
for their patience and understanding while we worked to complete the repair. We
have applied a goodwill credit on the account for the inconvenience. The
customer should see the billing updates in 1-2 billing cycles.
Initial Complaint
Date:07/12/2022
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 cancelled my account with Enercare in September 2021
They are claiming that I didn't call and cancel, even though I have left the building there and no longer accupy it!
Now the call me non stop trying to make me pay for services that I cancelled.
Even though if you're late to pay a bill couple of days, they right away send you a letter threatening of cancellation, now they call me few times a day asking for $600 for services they didn't provide and I am not longer a tenant there
Business Response
Date: 13/12/2022
We thank the
customer for bringing this to our attention. We have reviewed the customer’s
account and confirm that we have no record of receiving any notice from the
customer that the account was to transition to the new residents. We have
asked the customer to provide information pertaining to her move so that we can
process her request and make the necessary billing adjustments on her account.
We are waiting to hear from the customer.
Customer Answer
Date: 13/12/2022

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:05/12/2022
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.
November 29th, 2022

Office of the President
Enercare

Re**** ******* ***** ******** ** *** ***

I had a service technician come out to the subject property on November 20th, 2022 to diagnostic what was wrong with my boiler. He spent less than 5 minutes in front of the boiler and said that the expansion tank and pressure relief valve needed to be replaced. To determine this, he simply knocked on the tank, but did not check any pressure gage, etc. The cost of the diagnostic visit was $145.77

Enercare called me on November 22nd, 2022 and said that a new expansion tank would cost $488.00 plus tax, the pressure relief vale would be $198.00 + tax and one hour service would cost $149.00 + tax for a grand total of $943.55.

I had another contractor come out to the premises on November 28th, 2022 and he said that only the expansion tank need to be replaced. The cost to replace and install the tank was $281.37. He completed this work and I have the invoice and proof of payment to prove it.

I am requesting that the diagnostic fee that Enercare charged me be refunded because the diagnosis was incorrect and the fee that Enercare wanted to charge me for work that was unnecessary was almost four times what I paid.

Sincerely,

******* ********** ** ******* **** ******** ** *** *** ********************** ****** ************
Business Response
Date: 13/12/2022
We thank the customer for bringing this to our attention. We
have reviewed the customer’s account and confirm that our technician performed
the diagnostic service in accordance with the technician’s obligations under
their license and the Technical Standards and Safety Authority (TSSA). The
customer is responsible for the charge of the diagnostic service call. Nevertheless, as a gesture of goodwill, we have credited the cost of the diagnostic
service call on the customer’s account. The customer will see the billing adjustment in 1-2 billing cycles.
Initial Complaint
Date:05/12/2022
Type:Customer Service 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'm looking for BBB to help me work with Enercare. I have made dozens of attempts with the company to resolve my problem and I have hit a point where it's clear Enercare will NOT work with me. I'm also fearful of an upcoming ********* attempt from Enercare and would liike to prevent this becoming a legal matter.

I purchased a new home build in 2020 and didn't have a choice with the hot water tank. It was rented through Enercare. Knowing about Enercare from previous experiences, and the fact that it's clear they have no customer service, I knew I had to get out as quickly as possible. After over a year of extensive effort (why?), I was finally able to buy-out my rented hot water tank from them in June 2022 for just under $4,000. They had promised to provide us with an email or letter stating that we have purchased the hot water tank and that we now own it. This has not happened and now are unwilling to do so. I have called countless number of times since June without success. With approximately half of the calls, they tell us that they will send something (but NEVER do), but the other half of the calls, they state that the hot water tank is not owned and that Enercare can provide me with a quote for purchase. The latter is frightening to me since Enercare does have a reputation for questionable business practices *** ********** ******** ** ***** ***** *********. I realize that I have proof of payment through my ******** bill (attached), but Enercare will not acknowledge this, which is quite concerning.

I am really, really, really TIRED of being manipulated by Enercare.

What I am asking is simple. Give me a confirmation by email or mail that I have purchased the hot water tank (check your pockets and my ******** bill....sorry, there is a paper trail of the money I gave you so don't state otherwise). I hope that Enercare can see that I'm also trying to save them a lot of work as I have proof that I paid ********....please leave me alone and go after someone else.
Business Response
Date: 14/12/2022
We thank the customer for bringing this to our attention. We have
reviewed the customer’s account and confirm that the payment for the water
heater buyout was received in June 2022. The customer has been provided
with an email confirming that the payment was received in full and that he
now owns the water heater.
Customer Answer
Date: 14/12/2022

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:01/12/2022
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.
I live in a semi detached home. My neighbor received a new hot water boiler. I in opposite semi from them have been paying for their rental for7 months. We as seniors are devastated. They sent somebody in to see if we had new hot water boiler which was proven ours is 14 years old. We cannot afford this and don't understand how enercare could charge another home and why hot water boiler rental was charged to us for 7 months. Very disappointed with such poor service
Business Response
Date: 08/12/2022
We thank the
customer for bringing this to our attention. We have reviewed the customer’s
account and confirm that due to a billing system error, a different rental
water heater model was inputted on the account. Our billing team is working
to update the account to reflect the correct rental water heater model and refund the recent charges. As a gesture of goodwill, we have offered the
customer a credit toward their account. We look forward to hearing back from
the customer.
Initial Complaint
Date:01/12/2022
Type:Order 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.
Enercare Reference # ********
Feb 18, 2022, I had a new furnace and air conditioner installed in my home, paying approximately $14,000. My husband and I chose Enercare, as the sales rep who came to our house offered a $900.00 rebate, if we bought ******* products. This was a great incentive for us to go with Enercare. We have had no problems with the furnace or air-conditioner, and would like to add that the 2 men who installed the appliances were professional, and did a great job.
Our complaint is not recieving the $900.00 rebate that was offered. It has now been 9 months of texts, calls and emails trying to get the rebate . The sales rep did say that it would take up to 8 to 10 weeks to recieve the rebate. I first contacted the sales rep May 31, and inquired about the $900. Sales rep texted back June 1, that he had inquired and there was a backlog, but everything was recieved on their end,
July 25, I reached out again to sales rep, email, no response until Aug 9. Saying they were behind.
Oct 4 asked follow up from August 9 email, I said that 8 month wait was ridiculous, and that the rebate was a incentive to buy from enercare.
I communicated to various staff in the Enercare office thru email and phone calls on
Oct 12, Oct 18, Oct 27, Nov 1, Nov 11. Nov 15, Nov 17. On the Nov 17 call I was told to give them a few days, and they would get back to me. They didnt. This has caused me great amount of stress, frustration and time. This is not the way a business should be run. If a company is going to offer an incentive, they must give it, and within a reasonable amount of time. Enercare says

WE STAND BEHIND OUR WORK,
PUTTING PEOPLE FIRST,
AT ENERCARE WE'RE COMMITTED TO PROVIDING THE BEST
SERVICES.

To BBB, Thank you for your time and help with this.
Business Response
Date: 07/12/2022
We thank the
customer for bringing this to our attention. We have reviewed the customer’s
account and confirm that the equipment manufacturer is processing the
customer’s rebate. The customer should receive it in 6-8 weeks. We thank the
customer for their patience. As a gesture of goodwill, we have offered the
customer a credit toward their account. We look forward to hearing back from
the customer.
Customer Answer
Date: 07/12/2022

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:30/11/2022
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 Jan 2022 we were billed for 2 heaters c v v40 . We asked for and were billed for pv40. The cv40 was removed.but NOT the charges.since 04/15/2022 . I have phoned and talked to 8 yes 8 agents sinceMay 2022. One agent gave me a confirmati onnumber ******** on june 1 . WHY cant the billing department remove the charges for cv40 give me credit andfix the bill for pv40 so I willget a proper billing? My credit score has taken a beating!! enercare account **********
Business Response
Date: 08/12/2022
We thank the customer
for bringing this to our attention. We have reviewed the customer’s account and
confirm that due to a system error, the termination of the customer’s previous
rental water heater contract was not processed. We apologize for the
inconvenience. We confirm that this error has been rectified and that the
customer’s account has been updated. A billing adjustment has been processed on
the account to reverse the recent charges. As a gesture of goodwill, we have
processed an additional credit on the customer’s account. The customer will see
the billing updates in 1-2 billing cycles.
Customer Answer
Date: 19/12/2022

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,

****** **********

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