Complaints

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

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• 

  Enercare Home & Commercial Services Limited Partnership

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  EnerCare Home And Commercial Services Limited Partnership

  50 Frank Nighbor Place Kanata, ON K2V 1B9

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  Roy Inch & Sons

  3500 White Oak Road London, ON N6E 2Z9

• 

  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:14/11/2022

  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.

  Nov 10 water heater started leaking. Called Enercare that morning to get it replaced. They needed to send a tech out to confirm. I tried booking an appointment to replace it while I had them on the phone. They couldn't provide that service.
  A tech came out later that day and confirmed it needed to be replaced....Big surprise! Tell me something I didn't know. He booked morning of Nov 11 in between 10am-2pm for the water heater to be replaced.
  Waited all day....at 2pm I called and was told it wasn't booked at all. Was told all they had open was Nov 16, 6 days after it leaked and damged my basement. And to top it off, I have already started paying for the new rental without even being in my home.

  Business Response

  Date: 22/11/2022

  We thank the customer for bringing this to our attention. A member of our Executive Escalation Team will be in touch with the customer shortly.

• Initial Complaint

  Date:09/11/2022

  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.

  My wife and I rent a hot water tank from enercare home (account number ********** ) In July of 2022 my wife noticed that we had been billed, and had been paying for two hot water tanks (one more than we had). We contacted Enercare and the agent we discussed the situation with told us that we would be credited for the amount paid for the additional tank, and that we would only be billed for the tank that we were actually renting. We have had this conversation every month since. We get another bill for two hot water tanks and customer care assures us it will be corrected within two billing cycles and we will be credited. We are also receiving emails that tell us we have an outstanding account, when in fact, they owe us money. Having spoken with so many agents, and having had them assure us that the issue was resolved so many times, we may need some assistance in encouraging them to follow through with their commitments.
  
  Thanks,
  
  **** **********

  Business Response

  Date: 17/11/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the customer’s
  account and confirm the system transaction error which resulted in duplicate
  charges was corrected and the charges were refunded. The billing adjustments
  appeared on the customer’s November 15, 2022 bill. We thank the customer for
  their patience as we worked to resolve this matter.

  Customer Answer

  Date: 18/11/2022

  
  
  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:08/11/2022

  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.

  I notified Enercare of my move early September. I have since provided the new owners information to them. Enercare accidentally set up a second account in my husband's name and have billed us for a service that was included in our rental. I have received multiple bills, each one higher than the last, each one charging me for a service in the house I have not occupied in over a month they have told me repeatedly that they will merge the incorrect account and fix this so that I will get The appropriate balance owing after moving out. That has not been done. I don't want to have to keep dealing with their failure to fix the problem

  Business Response

  Date: 16/11/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the customer’s
  account and identified that due to a system error, another account was
  created for this customer that was not merged with their pre-existing
  account. This has been rectified and we have processed a billing
  adjustment on the account to reverse the recent charges. We have also processed
  a good will credit in order to settle the customer’s account. The customer
  should see billing updates in 1-2 billing cycles. 

  Customer Answer

  Date: 16/11/2022

   
  
  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:07/11/2022

  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.

  Billing date Aug 29 2022, enercare home services sent us a bill through ******** bill for over 700- which have increased since then to 804$- when we contacted them they said that we were not billed for 2 years due to accounting error on their side, we have never used their services and no technicians came to our property for any related services , when we complained they offered to write off 1/2 a year billing, and we were not happy, times are tough and we don't have disposible income to give away, I never signed a contract for their services nor have used them in the last 5 years, we contacted them several times to try and resolve the issue and everytime they promise to get back to us with a solution but they never do.
  Our contact is Mr **** ****** ********** and the address pertaining to the issue is ** ******** *** * ******* **** ******

  Business Response

  Date: 16/11/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the customer’s
  account and confirm that on August 28, 2020, the co-owner of this property, who
  is listed as an account holder, requested to enroll in the Total Home Protection
  Plan. Due to a transaction error, the customer was not charged for their protection plan for a 2-year period. We confirm that the customer is responsible for the back billing charges. Nevertheless, as a gesture of goodwill, we have
  offered a credit toward this customer’s account. We are waiting to hear back
  from the customer.

  Customer Answer

  Date: 18/11/2022

  
  
  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:04/11/2022

  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.

  I have a gas hot water tank in from ******* that comes from enercare That’s over eight years old I wish to cancel it that the so I can purchase a new hot water tank but they want me to buy out for $500 and I never signed a contract with them on the hot water tank It was a previous person that signed it that was over 25 years ago that I don’t no understanding who that person is and I have no contract with them or I have never stood sign anything regarding the hot water tank with them

  Customer Answer

  Date: 09/11/2022

  My name is **** ********
  Well like is for them to cancel the rental at no cost ‘cause I did never sign a contract for it .it was someone I don’t know that signed a contract for the  hot water tank which is not related to me or anyone in my family know that person.
  Well like is for them the pick up the hot water tank and I do not have to pay the $500 for breaking the contract I did not sign all I want is them not to charge me $500 for some thing I did not sign thank you Alex  hagopian

  Business Response

  Date: 17/11/2022

  We thank the customer
  for bringing this to our attention. We have reviewed the customer’s account and
  confirm that an Enercare rental water heater was installed at this address on
  February 6, 2015. Upon this customer’s purchase of the home, Enercare received
  notification that the customer assumed the rental water heater and Enercare
  transferred the account accordingly. We have requested further information from
  the customer to resolve the discrepancy and look forward to hearing back from
  the customer. 

  Customer Answer

  Date: 21/11/2022

  
  
  Complaint: ********
  
  
  
  Thank you for helping me out with this I did not purchased a house in 2015 I inherit the house back in 2017 I did not have this hot water tank installed it was installed from a previous person not known to me or my family member all I like for them to do is either pick up the hot water tank and take it away and no cost I could buy a brand new hot water tank for $800 why would I pay $500 for an hot wire tank since nine years old that’s gonna only last another year that I’ve been paying my gas bill and it’s been all they’ve been doing is raising at 2% for each year plus adding tax to it all I like is it to be removed so I can purchase a new one that I can afford
  Thank you
  **** ********

  Business Response

  Date: 01/12/2022

  We confirm we have
  continued to contact this customer to discuss the rental water heater agreement
  and their buyout options. On November 16, 2022, as a gesture of goodwill, we
  offered a discount on the buyout amount. We advised the customer that if a
  buyout was processed, they would own the water heater and would be responsible
  for disposal. On November 21, 2022, the customer accepted our offer and the
  buyout was processed.

  Customer Answer

  Date: 02/12/2022

  
  
  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:03/11/2022

  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.

  Enercare is charging me for an account which was closed back in 2019 for a property which was sold in 2019.
  Recently since August 2022 I have received ******** bills with charges by third party(being Enercare) for home services at property ** ***** ******* St Catharines, ON. I do not live at that address nor am I the owner of this property.
  I spoke to Ian from Enercare on 30-Aug-2022 to dispute a bill of 202.27$ and point out the error. I was told that the mis-assignment of bill has been rectified. Ian told me that I would not receive any bills in the future for that property and I owe nothing to ******** or Enercare for this address. Case # for Enercare incident is ********.I I also created a dispute with ******** as it bills on behalf of Enrecare in St Catharines. Later ******** closed the dispute for reason provided as "ENERCARE HOME SERVICES is not owned by or affiliated with ********, we encourage you to work with them directly." On Sept 21, I received another bill and email reminders of payment not received. More recently, in October, I have received a bill of 737.89$. The bills continue to come with increasing amounts. Meanwhile, I have no association with this property. I am not able to resolve this with ******** because clearly their account keeping is sub par. I am concerned of these bills affecting my credit report adversly. I request BBB to help me get these charges removed and Enercare records straightened up and no further communication from Enercare. I have no services contracted out to ENercare. * ** ***** ******** **** ************** *** ***** *******.

  Business Response

  Date: 09/11/2022

  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, this customer was
  billed at their former address. We apologize for the inconvenience. A
  billing adjustment has been processed on the account to reverse the recent
  charges. The customer should see the billing updates in 1-2 billing cycles.

• Initial Complaint

  Date:03/11/2022

  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.

  The water heater I was renting from Enercare was returned but billing continued. The core of the problem is that Enercare insisted on proof of return via a receipt but when the tank was returned during covid it was contactless and no receipt was issued. I have attached a complete history with the billing amounts as this space is not large enough due to character limits.
  
  Thank you

   

  ********

  I am sending this email to to file a complaint against Enercare Home Services.
  
  On Aug 10, 2021, I purchased a new furnace and air conditioner from ******* ******* *** ******* in Richmond Hill On. The called back later with concern that he forgot my water tank could not work with the new furnace and air conditioner. A new tank was added to the sale and I was informed all would be taken care of with the return of the rental water heater to Enercare. I called Enercare anyway to ensure they were aware and to ensure billing would stop. I received specific instructions from Enercare on how to return the tank. I printed the instructions and shared them with the salesman and the installer. I followed up with ******* to ensure the water heater was dropped off and the instructions followed. I was assured they had.
  
  When billing seemed to continue from Enercare, I followed up directly with them and was assured that billing cycles take time to correct and I would be reimbursed for anything paid past the return date. Billing continued for a few months and upon further follow up with Enercare I was given a reference number and assurances that it was just a matter of time and the delays were due to Covid etc. I also followed up with ******** and the was assured by the owner that he had been in direct contact with Enercare and that the situation would be resolved.
  
  The above process was repeated several times. Unfortunately each and every time it was a different representative from Enercare and each time there seemed to be confusion as to previous conversations. It was like starting over every time, not to mention the 1 hour wait times to get through to someone. I also followed up with the owner of ******* and he couldn't understand why this was happening as he was getting assurances from Enercare that the problem was resolved.
  
  This continued well into 2022. Enercare was now stating that I had to produce a receipt for the returned tank. When I followed up with ********, they said a receipt was not issued because the depot where the tank was returned (as per instruction) was contactless due to Covid and no receipt was issued. When I followed up with Enercare they seemed to be ok with this response. I also noted that the tank was more than 17 years old and fully depreciated to which they agreed.
  
  The billing continued and after several follow ups I was told that without the receipt, I would continue to get billed. In about February or March on a call with Enercare they offered a buyout of $100. I was desperate to get the billing to stop so I agreed. My March bill included both the $100 buy out and the rental charges. When I called them, they had no recollection of the buyout and stated I must pay it again to stop the billing. I called ******* again and they also called Enercare to assist me, but to no avail.
  
  Billing continued as did phone calls. I finally spoke with someone at Enercare who seemed able to retrieve the history of my calls etc. Up to now it seemed liked the history was non existent or they were unable to retrieve it. The lady I spoke with was genuinely sympathetic to my issue and assured me she would resolve it. Billing continued until finally my June 2022 bill showed a credit of $60.22 from Enercare, but also a water heater charge of $6.76. I have not been billed for the water heater since then so I am assuming it is finally done.  
  
  I am writing to you in hope that you can assist me. I think the customer service and subsequent payments for something I never was a benefit of is outrageous and unacceptable. What's worse is that this was all over a water tank that was fully depreciated and probably scrapped because of it's age. What makes me even more upset and concerned is that I was backed into a corner by a utility company. If I didn't pay my water heater bills I surely would have had my gas cut off as the billing goes through ********. To add insult to injury, they also increased the rental cost in 2022! 
  
  I appreciate anything you can do to help. This has been very stressful and costly. I should not have had to pay any of this as I am not at fault. I have included a summary of the costs below for your reference. I look forward to your response. 
  
  Summary of expenses after installation and retune date of August 10, 2021:
  
  Billing Period                                     Rental Charges     
  
  Aug 20 - Sept 21, 2021                       $23.92
  Sept 22 - Oct 20, 2021                        $23.92
  Oct 21 - Nov 19, 2021                         $23.92
  Nov 20 - Dec 20, 2021                        $23.92
  Dec 21 - Jan 20, 2022                         $25.45
  Jan 21 - Feb 17, 2022                         $25.45
  Feb 18 - Mar 22, 2022                         $25.45
  Mar 22 - April 20, 2022                        $25.45
         plus $100 buyout and tax             $113.00
  April 20 - May 19, 2022                        $25.45
  May 20 - June 18, 2022                       $25.45
  June 19 - July 20, 2022                        $6.76
   minus credit of                                    -$60.22
  
  Total payments                                   $307.92    
  

  Business Response

  Date: 09/11/2022

  We thank the
  customer for bringing this issue to our attention. We have reviewed the
  customer’s account and confirm that we have no record that the rental water
  heater was returned to Enercare. If the equipment was returned to Enercare, the
  customer or their agent would have been provided with a return receipt. We
  previously asked the customer to contact the third-party company that removed
  Enercare’s equipment and request the return receipt; however, to date, we have
  not received any documentation from the customer. Nevertheless, in order to
  assist the customer with their situation, we have processed a goodwill credit
  on their account. The customer should see the credit on their ******** bill in
  1-2 billing cycles.

• Initial Complaint

  Date:03/11/2022

  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.

  overcharging on every bill and i had to pay the bill full in advance even though its overcharged from their end. Every bill now accumulates credits which is holding money up front without any reason. Losing time and waiting to connect to them without any compensation. This business is just taking advantage of customers in a bad faith that customers will give up and they will eat up all this made-up overcharged amount to make an astonishing profit.
  Even after paying out of HVAC they charge the rental of HVAC.
  it didn't stop there they charge the same amount twice to create a distraction so I only fight for the double charge, not the whole charge itself. As there should be n charges at all on first place.
  Complaining to them doesn't not solve the problem hence reaching out.
  Even second bill came the same way.

  Business Response

  Date: 10/11/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the customer’s
  account and identified that due to a system transaction error the rental
  HVAC equipment was not successfully cancelled after the buyout was completed
  which caused the recent charges to appear on the customer’s bill. We sincerely
  apologize for any inconvenience caused as a result of this error. A billing adjustment has been
  processed on the account to reverse the recent charges. The customer
  should see the billing updates in 1-2 billing cycles. 

• Initial Complaint

  Date:01/11/2022

  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.

  On Sept. 23 - 28, 2022 I had a furnace, air conditioner and water heater installed by Enercare. The total cost was $13198.40 and I paid in full at the time of installation by supplying my credit card no. over the telephone.
  
  Since then I have been unable to secure an invoice from Enercare detailing my purchase and showing that I have paid in full. The salesman said he would come to our home on Oct 1st or 2nd. He didn't show up nor did he telephone. Their billing office is in Colombia and the agents there do not have the information needed to issue an invoice.
  
  I have spoken to Luz on Sept 30 in Colombia, , Kelly in Montreal on Oct. 3, Karl in Mississauga on Oct. 11, Jim and Joshua in Winnipeg on Oct 18, Debra (supervisor) in Winnipeg Oct.18, Aujwal in Winnipeg Oct 24, Bnila in Billing in Colombia on Oct. 26. All of these agents promised someone would be back to me within a few days.
  It never happened It is hard to believe that not a single person can have an invoice/receipt issued to me.
  
  Surely it is the right of a consumer to expect an accurate invoice. When warranties are involved it is important to have all the pertinent details of the sale in writing. The sad thing is that I was very pleased with the equipment and the installers were amazing. I would have given Enercare a 5 star review but they have completely dropped the ball.

  Business Response

  Date: 09/11/2022

  We thank the customer
  for bringing this to our attention. We have reviewed the customer’s account and
  confirm the Customer Sales Agreements were sent to the customer. We have
  outlined the section of the Customer Sales Agreements indicating payment was
  received in full for each, as well as their debit authorization numbers.

  Customer Answer

  Date: 09/11/2022

  
  
  Better Business Bureau:
  
  Hello and thank you for your response.   I am satisfied and do not wish to take this any further   However, the work contracts to which they refer show that I agreed to pay in full and that I authorized them to charge my credit card.

  There still is no mention of having received the funds nor a zero balance on the work contract for the Furnace and Air Conditioner.   There has been much publicity on TV about people getting into difficulties with furnace installers and we do want to make sure we have proof we paid if something goes wrong down the road   I believe that with the various emails etc. I now have that we are well covered.

  Thank you for your assistance

   

  ******* ****

• Initial Complaint

  Date:01/11/2022

  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.

  - Agreed to rent Hot Water Boiler from Enercace on Jun 15th 2022 based on a visit from Sales Consultant whom had advised there is a $700 Prepaid Credit Card offer promotion.
  - Sales Consultant advised that I will receive this Prepaid Credit Card within 2 months of equipment installation.
  - Installation completed on June 23rd 2022
  - Followed up end of Aug with Sales Consultant and Enercare Customer Service on why I did not receive Prepaid Credit Card as it was part of the deal we agreed to on Jun 15th and 2 months after installation has passed. I was advised that they will look into this and I will get the card shortly.
  - Followed up again mid September as I have not received anything. Once again I was advised that I will get it shortly.
  - Followed up once again early October and again was advised I will received it shortly (within 2 day)
  - Followed up again mid October and was advised that I will get it within a week.
  - Followed up again on October 27th as I have not received anything, did not get any response.
  
  I have all emails from Enercare advising me that I will get it shortly and yet nothing is happening. My desired outcome is that Enercare provides me with $700 as soon as possible as agreed during the sale and also compensate me for the headache and time I have wasted following up with them over the last two month.

  Business Response

  Date: 09/11/2022

  We thank the customer
  for bringing this to our attention. We have reviewed the customer’s account and
  confirm that the digital Mastercard has been processed and the customer should
  receive it shortly. As a gesture of goodwill, we have also issued
  a credit on the customer’s account. The customer should see the credit in 1-2
  billing cycles.

  Customer Answer

  Date: 09/11/2022

  
  
  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,
  
  
  
  ***** ******