Complaints

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

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Enercare Home & Commercial Services Limited Partnership has 5 locations, listed below.

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• 

  Enercare Home & Commercial Services Limited Partnership

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  Roy Inch & Sons

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

• 

  Roy Inch & Sons

  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

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: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.

  Good morning,
  
  Back at the end of May I contracted with Enercare for a new water Heater rental installation. After deciding between Enercare and Reliance, I decided to go with Enercare, as my parents received a 9 months free promotion with them only 1 week prior. At time of installation, I was told that the 9 month free rental promotion was no longer available but that I would get the current promotion was a $300 prepaid **********, which was the same promotion Reliance was offering and I was ok with that. I was also told it would take up to 3 months to receive. Now, 5 months later the ********** has still not arrived, and I have been on the phone with them no less than 4 times to follow up on this, only to be told they would escalate the case, and that someone would call me. I have wasted 2 lunch hours on the phone with them and yesterday, I was told that the reason for the delay was that they were attempting to reached out to the installer to verify that this promotion was offered to me because apparently, he did not note it on the contract!!!!! I then asked the representative if they keep track of when and what promotions are available from time to time, and she responded yes.. So because the installer didn't note the promotion on the contract, I have to wait for them to hear back from the installer??? And if they don't get a response, I lose out??? Wish I would have gone with Reliance. This is ridiculous! In the world I live in, the customer is always right. Such poor customer service on the part of Enercare....
  
  I hope you can help resolve this matter as quickly as possible.
  
  Thank you,
  
  ******* ****** ** ******** ****** ************ ******* *** *** ************

  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 was not eligible for the **********
  promotional offer. Nevertheless, as a gesture of goodwill, we have offered
  a credit toward this customer’s account.

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because their reasoning was that the $300 was only offered to existing customers who wanted to exchange their water heater.  This does not make any sense whatsoever, to offer $300 for existing customers already under contract with them!!!!  In addition, I was told  MULTIPLE TIMES BY THE CUSTOMER SERVICE REPRESENTATIVES THAT I DID QUALIFY AND THAT THEY DID NOT KNOW WHY THE DELAY.  One customer service rep told me the card would be in the mail after 3 months, when I did not receive, called again and they assured me I would get it within a 5 business days, Called again and was told they were waiting for the technician to verify the offer.  Must I go on????

  Here is their response to me: I have accepted their offer for a credit of $300 so not sure why this was not included in their response to BBB

  Dear ******* ******,
  
  We are following up from the Executive Escalation Team at Enercare Home Services. We have recently been notified of your complaint logged with the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Please accept our apologies 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 will utilize your valued feedback to improve our customer experience going forward.
  
  We have investigated your account and confirm that the $300.00 ********** Gift Card was only an applicable offer if you had “exchanged” your Rental Water Heater. An “exchange” takes place when you are on an active Rental Water Heater Agreement when you replace your Rental Water Heater. As your previous Rental Water Heater Agreement was bought out 3 months prior to the installation of your new one, you did not meet the eligibility criteria. We sincerely apologize for the miscommunication. As a gesture of goodwill, we would like to offer you a credit of $300.00, including tax. Should you wish to receive this via cheque, please let us know and we can discuss this option further.
  
  We appreciate your patience and understanding while we work together to resolve your concerns.
  
  Kind Regards,
  
  Kiana D. M.B. (she/her)
  Customer Relations Specialist
  Executive Escalation Team

  Sincerely,

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

• Initial Complaint

  Date:27/10/2022

  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.

  On Sunday, October 23rd, my water heater was leaking and we had no hot water. After a call to Enercare, we we were told a tech would be out the following day. He came out on the Monday and I was told the tank needed to be replaced and stated that someone would be out between 8-12 the following day. When I called the company at 11:30am, I was told that I was booked in for 10 to 2pm instead. My mom was waiting at my home while I was at work and at 1;20 informed me that no one had come yet. I once again called and asked where they were. I was then told that a mistake had been made and that I was not booked for the replacement at all. I was extremely upset and told them it was unacceptable as this is hot water and a necessity and they needed to get someone out asap. I asked for a call back once they had this resolved to let me know what time to expect them. At around 4:30, I called again and got hung up on and had to call back again. At this point I was told that the earliest appointment she had was Friday, October 28th and that I had no appointment booked at all. Almost a week without hot water is not acceptable and I asked for a Manager. I was then told I was on a 15 year contract, which I found odd considering that the tech told me a water heater lasts typically about 8 years, which is how long I have had mine. As of right now, I got disconnected from the call after I was once again put on hold and no resolution to this issue.

  Business Response

  Date: 03/11/2022

  We thank the customer for
  bringing this to our attention. We have reviewed the account and confirmed that the rental
  hot water heater exchange was completed on October 27, 2022. We thank the
  customer for their patience and understanding while we worked to complete the
  repair. We have applied a customer relations credit on the account. The
  customer should see the credit in 1-2 billing cycles. 

• Initial Complaint

  Date:27/10/2022

  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 has been incorrectly charging my account for services that were never provided to me. After speaking with customer care and billing on the phone, they accepted that they somehow have been charging me the services from another customer/address. We live in ** ****** ** *******, and the services should've been charged to ** ****** ******** *******. Different customer name, different address, so I'm unsure how this mistake can happen in a big company like Enercare. This investigation has been going for over 2 months now with no resolution. It started with a 'toilet/plumbing service charge' we did not recognize in our bill, and when called ******** to find out, they realized that 'Enercare' was charging my account for years on other insurance or service packages that we never requested (And we never noticed since we thought it was all ********). ******** confirmed that Enercare is a different company and that they charge through ********, but they are not the same so I had to call Enercare directly for those mistakes. I spoke 3 times to enercare now, they accepted it was their error and that they were going to fix it, but nothing has happened and all they promise is a call back when they find out, but no call backs ever, and everytime we call to follow up , we've been waiting on the phone for over 1+ hour with no resolution. The refund I'm requesting goes years back and I dont have the exact number, but I estimated it would be north of $5000 easily. I've requested escalation and their Office of the president contact email or number, and they are rejecting my request to provide further contact info.. only customer care front line. Even reaching out for a supervisor was denied initally and delayed afterwards.but still no resolution after hours on the phone with them. plus, they are still charging every month to my account, charges from another house/client/profile. I'm beyond frustrated now and dont know what else to do. Please help. ( Enercare Case# ********)

  Business Response

  Date: 03/11/2022

  We thank the customer for
  bringing this to our attention. We have reviewed the customer’s account and
  identified that due to a transaction error, service plans were added to
  the customer’s account which caused the recent charges to appear on
  their bill. We sincerely apologize for any inconvenience caused as a result of
  this error. We confirm that a billing adjustment has been processed to
  refund the charges. The customer should see the billing updates in 1-2
  billing cycles.

• Initial Complaint

  Date:26/10/2022

  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 has increased my bill from the contracted amount of $41.99 plus taxes to $59.99 plus taxes and says they cannot give me a breakdown. They have No record for my account for the last 3 years as per manager Sabrina who also said she does not know how to calculate the difference in percentage from the bill. She also said that they have a yearly increase that can go up to 2% per year but does not know how to calculate the math for this to help me understand why I'm at a 45% increase. Please help me because I do not know what else to do to understand why they've increased my bill by 45%. I have all supporting documents that can be emailed once someone contacts me.

  Business Response

  Date: 03/11/2022

  We thank the customer for bringing this to our
  attention. We are currently reviewing the customer’s account and will be in
  contact with the customer with a resolution.

  Customer Answer

  Date: 28/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are not willing to honor the contract I signed and is not providing any reasonable solutions. This issue has been going on since August of this year and they have not brought anything to the table. I still can't comprehend how it is taking this long to resolve when I have done 110% of the work from my end to point out all the errors that were made from Enercares end. The signed contract was sent over 10 times to Enercare and still no one there can come up with a solution.

  Absolutely unprofessional how they treat customers. 

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

  Business Response

  Date: 07/12/2022

  We confirm that we
  have continued to provide the customer with options to resolve their
  concerns. We apologize for the customer’s experience. We look forward to
  hearing back from the customer on how they would like to proceed.

  Customer Answer

  Date: 07/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They still have no brought forward an offer that is in the customers interest. They are also taking a very long time to respond and trying to force a nondisclosure on me. They tried to get me to sign the nondisclosure before even having the issue resolved.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 20/12/2022

  We confirm that we
  have continued to provide the customer with options to resolve their concerns.
  We look forward to hearing back from the customer on how they would like to
  proceed.

  Customer Answer

  Date: 20/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I asked Enercare for some time to make a decision. It's the holiday season and I do not have the time to invest in this until the new year. I've been chasing Enercare since September to have this resolved and they have been dragging their feet on this. Now I need time and I hope all parties can respect that. 

  I also do not appreciate the pushy behavior from Enercare, they scheduled appointments for me without my concent and had their service center call to get me to sign a contract all within 12 hrs of sending an offer. Where was this kind of urgency when I was spending 5 plus hours on hold?!?!

  I am willing to look at this offer in detail after the holidays but if I am being pushed to make a decision now then I do NOT accept.

  I can have a decision by January 20th, 2023. Let me know how and if that works. 

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

  Business Response

  Date: 28/12/2022

  We look forward to hearing from the customer by the deadline they have proposed on how they wish to proceed.

• Initial Complaint

  Date:26/10/2022

  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 previously provided me with a HWT rental. When I sold my previous residence I gave notice to transfer the rental to the new owner.
  Early this year, I noticed Enercare had continued to charge me for the rental, even though I sold the property / moved out almost two years prior and provided proper notification.
  They agreed to refund me the rental fee for that period. $1121.83 #********.
  More than 6 months later I am still waiting for a refund check and/or direct deposit. I have opened more than one case and called probally half a dozen times, in some cases escalating to a supervisor.
  As of Oct 21, 2022 I am told Case#******** is still open and the check is still processing, same story I have been told for the past six months.

  Business Response

  Date: 03/11/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the account and
  our finance team has confirmed that the refund was processed by cheque on
  October 20, 2022. To speed up the process of the customer
  receiving the funds, we have offered the customer the option of putting a stop payment on the cheque and to process a direct deposit payment. We
  are waiting to hear back from the customer.

• Initial Complaint

  Date:26/10/2022

  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.

  Hi
  I have been out of water as my water heater broke for past 5 days, still enercare(rental company) hasn't been able to provide me with a resolution.
  
  Its inhumane specially in this weather as we cant use washrooms and wash dishes as well

  Business Response

  Date: 28/10/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the account and
  confirm on October 19, 2022, the customer contacted Enercare to report a
  leak. On October 20, 2022, our technician arrived to inspect the
  customer’s water heater. After inspection, the technician determined the water
  heater would require a replacement. On October 22, 2022, a new water heater was
  installed. We thank the customer for their patience, and we have applied a
  good will credit on the account. The customer should see the billing
  updates in 1-2 billing cycles.

• Initial Complaint

  Date:24/10/2022

  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.

  The furnace and air-conditioning company I was using was sold to enercare home. In November 2021, I received a letter stating there would be a maintenance contract from January 23, 2022. I did not receive any correspondence until August when I received an invoice. No work has been completed by the company.
  I called to cancel my contract on October 3, 2022. My understanding was it was canceled and I was given a cancellation number. Yesterday, I received an invoice for what appears to be the amount of money for the remaining months.

  Business Response

  Date: 02/11/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the account and
  confirm that in August 2021, ******* ******* mailed existing customers letters
  explaining Enercare’s acquisition and expected changes. Further, in November
  2021, ******* ******* sent the customer a 2022 Renewal Letter for their
  Maintenance Protection Plans. The customer did not exercise any
  cancellation options and the plans automatically renewed for a 12-month
  term. Since the customer did not have any service conducted under the plans
  in 2022, as a gesture of goodwill, we have issued a credit on the account.
  The customer should see the billing updates in 1-2 billing cycles.

  Customer Answer

  Date: 02/11/2022

  
  
  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:18/10/2022

  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 had first recieved a bill in Oct 2021 regarding a tank at my rental property.
  
  I had bought this property new in 2013 and never paid for a rental water tank for almost 9 years. I was surprised as to how disorganized enercare was regarding this assumed account from an apparent previous service provider.
  
  I called in Dec 11, 21. Ref # ********. Advised me this was an error and not to pay the bill.
  
  I still continue to receive bills for this tank for which no further information was provided to me as to the agreement for this tank.
  
  Looking to have this resolved please.

  Business Response

  Date: 26/10/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the account and
  can confirm that due to a billing system error, there was a delay in billing
  this customer for the time in which they had use of the rental water heater. As
  a gesture of goodwill, we have processed a credit in the amount of the
  outstanding charges for the rental water heater. The customer should see
  the billing updates in 1-2 billing cycles.

• Initial Complaint

  Date:18/10/2022

  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.

  *** **** was bought out and Enercare offered a maintenance package for furnace and air conditioning. Unlike *** ****’s contract that I had, Enercare never called to service either appliance. At 6 months, I cancelled the contract after receiving no services and attempted to resolve money dispute through 4 levels of their customer service. Through each level I was either disconnected or redirected toward a higher level of deflection. I never was allowed to talk to a customer service manager and asked that my dispute and annoyed conversation be recorded for future reference. The accounts payable woman was so *********** that she told me that if I was to take our conversation to the BBB or the Ontario Ombudsman that “she never had a conversation with me!” was forced to pay $325.31 toget out of the contract. When asked for some service if I had to pay, they said NO!…just want the money!! **** ** ****** * **** *** ******** ****** ** ***** **** ***** *********. I would like to be re-imbursed and my complaint against Enercare be found on the BBB site. I find that Enercare using and hiding behind *** ****’s history and good name in London is both disgusting and deceptive. Unfortunately I was never offered an alternative choice when *** **** sold his business to this American company, nor was I offered to opt out of the initial *** **** service plan. For my furnace and AC to be under warranty, I had to accept Enercare’s service contract. As an aside, I have since had to have my furnace serviced by a company (***** ****…who quit when Enercare took over) to a cost of about $400…which would have been covered under Enercare if I had continued with them. For $325.31, I am glad to rid myself of that nasty company and their *********** and *********** employees.

  Business Response

  Date: 26/10/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the customer’s
  account and confirm that in August 2021 ******* ******* sent existing
  customers letters or emails explaining the changes. In the letter/email, there
  was a link to a webform on the ******* *******’ website where customers could
  cancel or enroll in the Plan of their choice, as well as a number to call.
  Customers with existing membership plans were also contacted by Enercare outbound agents to notify them of the changes and to offer them similar
  Enercare Protection/Maintenance Plans.
  The customer did not exercise any cancellation options and the plan renewed for
  a further 12-month term. We also confirm that the agent handled the call with
  the customer in a respectful manner. Based on the information we have on file, we
  confirm that the customer is responsible for the protection plan charges and
  that the customer is not eligible for a refund. 

  Customer Answer

  Date: 27/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:. I feel it is both ********* and ******* to charge $325.31 to get out of a contract.  For that amount I received no services over the course of their contract from Enercare.  To charge that amount of money and get no service should be *******.  I am a senior on a fixed income.  I don’t know how their employees sleep at night.  Would they rip off their own grandma????!!!!   Probably.   
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:18/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to reach out to Enercare Services to buyback the currently rented mechanical equipments for more than 6 months with multiple calls with no resolution yet.
  
  It looks like Enercare Customer Service doesn’t want the customers to pursue the option to buyback.
  
  They put me on hold to verify the account for 30+ minutes every time and the call get disconnected.

  Business Response

  Date: 26/10/2022

  We thank the customer for bringing this to our attention. We confirm that we have provided the customer with the requested buyout information for the rental equipment. As a gesture of goodwill, we
  have offered a discount on the buyout amounts. 

  Customer Answer

  Date: 27/10/2022

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

  I am glad that they had reached out to me finally. However, there were incorrect statements in their response so I had respond back to their email communication. 

  I will wait for their response back. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  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 we have continued to contact this customer to discuss buyout options for
  their rental equipment. As a gesture of goodwill, we have offered a discount on
  the buyout amounts. We are waiting to hear back from the customer.