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

  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

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: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.

  This is my second request. In July I called Enercare to schedule a service call for my air conditioner. The technician who came out to my home to repair the air conditioner did not disclose to me what was being repaired nor that there would be a cost that is not covered in my plan. When I called to schedule the second service appointment, I asked the representative if there would be a cost for this repair and I was told that it was covered under my plan. The receipt I received after the repaid indicated 0.0 charges, however after my invoice from Enercare I was charged almost 600.0 for the service repair. It was not disclosed to me that there would be cost above and beyond my plan for these repairs. I escalated to the executive team and was reimbursed only 50% as a goodwill gesture. I am not presented with any repair disclosure where the cost was disclosed or the type of repair and each time I called to escalate I am not getting anywhere except that I am being told that the repair was not covered in my plan as er the terms and conditions of my plan. For a service technician not to disclose to me what is being repaired or that there would be a charge for the repair, is deceptive given that I was not given an opportunity to approve these charges had I known that there was a cost. These practices are lacking transparency and integrity if the service technicians are not obtaining consent and disclosing the costs for clients to determine if they can afford the charges.

  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 on the date of the service call, our technician
  provided the customer with an invoice outlining which parts and labour
  fees would be covered under their Protection Plan. The fee billed to the
  customer was for the environmental fee that is applicable to any
  refrigerant-related service. We confirm that the technician quoted the customer
  of this fee prior to proceeding with the service. As a gesture of good will,
  our team has previously processed a credit on the customer’s account. 

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: To date there has been no evidence to support the resolution that the Technician disclosed the charges for the repair. I have requested numerous times to provide me with a disclosure or some sort of approval from me for transparency to support the claim that the Technician advised me of the charges for the repair prior to proceeding with the repair. The invoice I received is what triggered this complaint in the first place. Where is the evidence to support this resolution that the Technician disclosed the problem, disclose the cost of the repairs and obtained my approval to proceed, Kindly share a copy of the same.  

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

  Business Response

  Date: 08/11/2022

  We confirm that our technician quoted the
  customer verbally and via email regarding applicable parts and labour
  fees 4 days prior to proceeding with the service on July 18, 2022. We
  confirm our technician also provided the customer with an invoice outlining the applicable parts and labour fees. 

  Business Response

  Date: 11/11/2022

  We confirm that the
  environmental fee billed to the customer is specifically excluded from coverage
  under the customer’s protection plan. This is explained in the terms and
  conditions, which were provided to the customer upon enrollment in the plan and
  which are always available on our website. Four days prior to the service being
  completed, the Enercare technician provided the customer with a verbal quote
  and an email invoice outlining which parts and labour fees would be covered by
  the protection plan. We have provided the customer with a duplicate copy of the
  invoice that was previously emailed to them. 

  Customer Answer

  Date: 14/11/2022

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

  The resolution "claim" that I was advised of the service charges prior to the repairs, this is not the case and at this pint I was informed that this is the final resolution. I will be ending my contract when it comes for renewal as have hundreds of other customers. 
  
  
  
  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 a tankless hot water tank installed at my house in Oct 2021. Following this, I had a scheduled visit from Enercare on October 15th, 2021 to remove the rented hot water tank from the service address. The technician came and removed the hot water tank but the account was still being charged monthly hot water tank rental fees.
  
  May 3rd 2022 // A claim was submitted to dispute the repeated charges, with a conclusion that it was resolved by biller BUT we saw no change. There was no refund for any previous charges from Oct 15, 2021 - May 3rd, 2022, nor was the monthly charge removed from the account.
  July 1st, 2022 // Sent an email to ******** and Enercare to dispute, no replies from the company.
  July 26th, 2022 // A call was made to Enercare claims department, Jen had created a ticket number #******* to help. Issue still remained, no resolution and no refunds.
  
  It is extremely frustrating trying to fix this issue, we have submitted multiple disputes, called to the service center multiple times & spoken to ******** reps to which they have tried to help push this dispute. To this day, the unauthorized charges add up to a total of $276.40 (Oct 15 2021 - Present Date).

  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 due to a system error, the termination of
  the rental water heater contract was not processed. We confirm that this error
  has been rectified and that the customer’s account has been updated. We have
  processed a billing adjustment to reflect this update. The customer should
  see the billing updates in 1-2 billing cycles.

• Initial Complaint

  Date:14/10/2022

  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.

  My name is ***** *****, living at ** *** ******* **** *******. I am writing to you in the hope that you can open an inquiry regarding the Enercare business practices. I have reasons to believe this company is ********* their customers due to some malfunctions at technological and organizational systems' level, and to a bad corporate culture.
  
  Here below is why I strongly believe my assertions and I am kindly asking you to have a look at this case type. If you consider that it is materially impacting a category of consumers, please take some action and help restore consumers' confidence in the way a company of this caliber should function in Canada.
  
  Summary of the issue.
  - Me, my wife and my child are the owners of a second townhouse, situated in Burlington, at ** * ** ****** *** ** *** *** - Jan 14, 2022. In February 2022 we rented it to a tenant - Gavin Plume. He called to change the name for the rental water heater's bill, but in April we figured out that the bill was still coming to us, the landlord. This bill contains a Furnace Coverage portion of 27.11 dollars, and a Rental Waterheater portion of 52.88 dollars, amounting at $79.99 a month. I called in April and asked to send the bill to the tenant, but since the insurance (furnace coverage) is supported by the landlord, I asked to send the landlord a second bill with the coverage portion, separately. I received all the assurances that this change will be done (case # ********, ref no 34334390908 as of April 14). Nothing has happened since then so today, Oct 14, despite multiple calls I had subsequently had with Enercare, the situation is unchanged and I continue to get a reminder each other month regarding an outstanding bill to be paid...
  
  - Once we rented the house in Feb 2022, we asked the bill to be sent to the tenant instead of charging the Landlord, as per the contract between Landlord - tenant.
  I have called for at least nine times between April and October 2022 to have this resolved by Enercare (April 14 - Case number ******** -, June 20 -case no ********-, July 4th twice, Aug 9, Mid August, Aug 30 - case # ********** Sep 1st, Oct 10, Oct 14).
  Each time when I talked to the Enercare CSR I got the assurance that the issue would be resolved, but then I would get the bill to the same address, which was pushing me to connect with the tenant and recover the 52.88$ a month. This was hard to do because of a very heavy agenda for me, so that so far the Landlord recovered the funds only once, in July. As of Oct 2022, there is a balance of 319 dollars to be paid, according to the email received today by me (I did not receive prior month emails).
  
  Because the issue has not been resolved until today, I decided to record a claim (confirmation no ********) with the Care department and to contact you in case you consider to follow up with this company in the following areas:
  - CSR issue #1 - the CSR are ********* ***** ********* ** promising things that are not technologically doable (example, splitting a bill in two portion - the coverage for Landlord and the rental portion for the tenant)
  - CSR issue #2 - the CSR is deceiving the customers again by promising to change the address for the entire portion of the bill (now the customers knows the bill cannot be split) but the change is not subsequently produced
  - System issue: the system is not sending monthly reminders for the past due bills, so customers like a landlord who believe the bill is the concern of the tenant are hurt by large balances at the end of a few months.
  - Internal communication issue between Enercare's departments: I got multiple calls from Accounting and the Past due accounts teams, trying to understand what is going on with the address (accounting) or with the payment (the past due accounts team), instead of them being able to get the information internally based on the account recorded information...
  
  Also, please let me know if the above reasons could qualify as deceiving the customer and thus would serve for an unilateral cancellation of the rental by the client. In case a lawyer's advice is needed, are you able to recommend me one on your side? I don't want to pay any money to this supplier to terminate the contract earlier (ie, the residual value of the water heater) since I have lost so much time and built so much frustration due to the way they maintained the relationship across the year, I just want to cancel their services, remove the water heater and drop it to their depot, so I am not feeling like a captive customer despite their bad servicing. This intention comes since I consider them not reliable anymore due to the reasons above and I doubt that when a real technical issue would happen they will be professional and serious enough to fix it in a minimum amount of time... I believe there is a high probability that Enercare would leave customers to freeze unnecessary until fixing the issue since they have these organizational and communication issues mentioned in the email.

  Business Response

  Date: 02/11/2022

  We thank the customer
  for bringing this to our attention. We have reviewed the customer’s account and
  confirm the rental water heater and protection plan charges have been removed
  from the landlord’s account and will be billed to the tenant’s account. As a
  gesture of goodwill, we have processed a credit on the customer’s account. The
  customer will see the billing updates reflected in 1-2 billing cycles.”

• Initial Complaint

  Date:14/10/2022

  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.

  I received a number of quotes for air conditioners. Enercare came in and sold us on a more expensive unit, one of the selling factors was a rebate from ****** (the supplier of the unit). The agent, Jason R., told us the rebate would be for 780 dollar cash ****s. We finally received the **** and it was for 520. We approached Mr R. about the discrepancy on August 24th. He told us he would look into it and get back us in one week. We never heard from him. From that point on he never answered his phone obviously ignoring use.

  Business Response

  Date: 20/10/2022

  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. 

  Customer Answer

  Date: 24/10/2022

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

  They told me in an email that they had issued a digital ****** ****. I have not received anything electronically or via ****** ****, or autodeposit to my account. I sent them email 3 times and they have not responded to me since that original email.

  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 02/11/2022

  The customer has
  confirmed that he has received the digital **********. 

  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:14/10/2022

  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.

  We recently moved in to a new address (bought). The house agreement states we own the air conditioner and furnace and we are to continue the rental agreement for the water heater.
  
  I had called Enercare to confirm our address to take on the water heater rental and confirmed with the rep. At a later date, I noticed they recorded all my information incorrectly (name, address, email) when Enercare called multiple times to say we have an outstanding bill and I called back but had no such record of the bill sent to me via email. Upon contacting Enercare back and reviewing the bill, they claim we are renting the furnace, air conditioner and the water heater. They are claiming the burden of proof of the owned items (furnace and air conditioner) is on us. We are not comfortable providing purchase agreement to this company, which is what they are requesting from us, especially since they cannot track what's rented with this address.
  
  I've called Enercare multiple times, they insist we rent all and that I need to provide the purchase agreement. They have shut the phone on my face when requesting a supervisor twice. I will not be paying rental for something that is owned. This is unacceptable and borderline fraud. I am looking for resolve of this issue.

  Business Response

  Date: 20/10/2022

  We thank the customer
  for bringing this to our attention. We have reviewed the Agreement of
  Purchase and Sale provided by the customer and confirmed that the rental
  HVAC equipment was not disclosed. Our billing team will remove the HVAC
  rentals from the customer’s account and process a billing adjustment.
  The customer should see the billing updates in 1-2 billing cycles. 

• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February (est) Enercare installed a new furnace and air conditioner. In the spring a representaitve finished up the air conditioning set up. At that stage he told us the unit should be higher off the ground, on a bracket. He agreed to return to raise the unit and as of today, October 11, 2022, nothing has been done. In the last month I have phoned, emailed and text Enercare and it's management many, many times only to be promised, assured and ignored. My problem, which Enercare is fully aware of, is that our condo unit is having major irrigation work done and my air conditioner MUST be raised. Frustration with such a minor undertaking not being looked after by Enercare has lead to this complaint.

  Customer Answer

  Date: 24/10/2022

  This issue has been resolved.
  Thank you
  
  **** ******

• Initial Complaint

  Date:12/10/2022

  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.

  I bought a house in April 2022 and the house came with a enercare hot water tank rental so I called to have that billing set up. I also signed up for the furnace and air conditioner (I own both) maintenance and protection plans, they also included a plumbing plan at no cost for the first year. I called to book a AC maintenance since I had no idea when it was serviced last and I also called to have a service call on the furnace which was leaking. I was given a service date for the furnace and no one showed up. Enercare was going to call later with an AC maintenance date since they had no availability and no one called. I had to call them at least three times for issues with billing (they had two furnaces and two AC on my one address etc, etc) and I have called about 7 times over the last six months for service calls on my furnace and NO ONE has ever come to service the furnace or the AC. I am being billed for a service that the company is unable to provide. I live in Thunder Bay and ******* plumbing is the Enercare contractor in Thunder Bay and they have not come once to look the the furnace or the AC yet enercare continues to bill me every month. I have called enercare to cancel my contract and they say "too bad, you signed it and if you don't pay it will go to collections". I am seeking to cancel my contract without having to buy it out and have a full refund for the AC and furnace maintenance and protection plans since they were unable to provide the service they advertised. I have included a screen shot of all my calls to enercare (1 *** *** ****).

  Business Response

  Date: 19/10/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the account and confirmed the repair was completed on
  October 18th, 2022. We thank the customer for their patience and
  understanding while we worked to complete the repair. We have applied a good
  will credit on the account. The customer should see the credit in 1-2 billing
  cycles. 

• Initial Complaint

  Date:06/10/2022

  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.

  sold our home and one of the agreements was to buy out the furnance rented from enercare. the lawyers held back 7000.00 untill this process would be completed. the lawyers are requesting an email stating it has been paid in full. we requested the buy out in July and recieved a bill from ********. we paid over 6400.00 to *********. they processed the payment to enercare. i contacted enercare on the 23 of August 2022 to gain from them an email stateing that the buy out has been paid. they confirmed that it had been paid and i would recieve an email shortly. after a few days i called back again and was told it would be 5 business days. i waited the five business days and with no email called them again. i was then told it would take up to 15 days.. again i waited the 15 days and recieved no email. again i called and asked for this email. they said they escalated the issue and after a few more days i called again. after several different excusess from them and several more calls i recieved and email stating i requested a buy out. this is not what i asked for. i already got the request buyout email back in July i need a confirmation of the buyout is paid in full. after more calls and being told several different thing i am still waiting for this email from them. as of today i have spent another hour on the phone being told i have to wait another 15 business days. i asked for a manager and there apparently is no one. eventually i was told there was someone to talk to and they transfered me. this person answered and hung up one me... this is not the first time this has happened. not only have i given enercare over 6400.00, the lawyers are still holding back 7000.00., which i need to put onto the line of credit and am paying intrest on...
  this process started in July and it is now October. All i need is a simple email stating the date, location of the rental, serial number of rental and that it is paid in full.

  Business Response

  Date: 13/10/2022

  We thank the customer for bringing this to our
  attention. We have reviewed the matter and confirmed that the payment was
  not made directly to Enercare by the customer or their lawyer. We have
  escalated the matter to ******** and once payment is confirmed, the
  requested letter will be sent to the customer.

  Customer Answer

  Date: 13/10/2022

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

  I have confirmed with your service (billing and buy out department) team on several occasions that the FURNACE (not the water heater) at our former residence HAS been paid and that you have recieved the 6400.00+ we have paid to ********. 
  To hear that you are now claiming you have not recieved any payment from ******** is a contradiction to what your team has been saying to us over the last severalweeks. (Recorded phone calls)  Again being told false information by the company. 
  Please look again into this matter, as I do believe you are incorrect. 
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 26/10/2022

  ******** has confirmed that the payment was
  made in full. The customer has been provided with the requested letter
  confirming receipt of payment.  

  Customer Answer

  Date: 26/10/2022

  
  
  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.

  However, I would like to add that enercare was told multiple times that ********* comfimed to us that the money was sent and then having them claim no money has been received. For it to take as long as it did should be a warning to others looking at renting from this company. 

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

• Initial Complaint

  Date:06/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a rental agreement with Enercare for my home furnace installed in 2015. On September 17, 2022 an enercare representative came for the annual maintenance service of the furnace. He indicated there was an issue with the furnace over heating and required a new motor. He told me he ordered the part and that the part would be delivered to my home at which point I could contact the service department to come back and install the part. Within 24 hours of his visit on September 17th the furnace stopped functioning completely leaving me with no heat in the home. I called on September 23 to follow up on the part since nothing had arrived at the home. I was told the part was on back order and they did not have an ETA when the part would be available. I was told to call back in 4 days to get an update. When I called again on September 29th I was told the part was still on back order and they still did not have an ETA when it would be available. When I complained this was unacceptable and that I had no heat in the home I wanted to know what alternative options were available. I was told a supervisor would return my call within 24 hours. After 4 days of waiting I called again to complain and wanted to speak to a supervisor or manager. I was told their system was currently down and could not access my file but that someone would call me back as soon as their system became available. I have been waiting for 15 days without heat to my home trying to resolve this issue. As a senior this is unacceptable to be without heat. If they cannot repair the unit as per the term of my agreement within the next week I would like to have the agreement terminated and they can remove their faulty equipment from the premises so I can explore other heating options.

  Business Response

  Date: 13/10/2022

  We thank the customer for bringing this to our attention. We have
  reviewed the account and confirmed that the repair was completed on October
  12th, 2022. We thank the customer for their patience and
  understanding while we worked to complete the repair. We have applied a
  good will credit on the account. The customer should see the billing
  updates in 1-2 billing cycles. 

  Customer Answer

  Date: 20/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  There are still some final repairs to complete which have been scheduled next week.   I have also requested Enercare no longer bill me as a third party billing on my ******** Gas account but that they now bill me directly.  Once I receive a letter of confirmation that they have removed their charges from my ******** account I will be satisfied.
  
  
  
  Sincerely,
  
  
  
  ********* **********

  Business Response

  Date: 04/11/2022

  We have reviewed the account and confirmed that the
  repairs were completed on October 25, 2022. The customer’s request to be billed
  directly by Enercare has been processed and moving forward, the customer
  will receive their charges on an Enercare branded bill. This change will
  be reflected on the customer’s ******** bill in 1-2 billing cycles.  

  Customer Answer

  Date: 14/11/2022

  
  
  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:29/09/2022

  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.

  We paid for a hot water tank for 14 years then had it replaced. Since it was replaced this company started double billing us.
  4 months later and they still haven't fixed the issue. We spend half a day calling them every month and they have done nothing and are still stealing money from us.

  Business Response

  Date: 05/10/2022

  We thank the
  customer for bringing this to our attention. We have reviewed the customer’s
  account and identified a system transaction error which resulted in the extra
  charges. We have processed a billing adjustment on the account to refund the
  recent charges. We have also applied a goodwill credit to the account.
  The customer should see the billing updates in 1-2 billing cycles. 

  Customer Answer

  Date: 20/10/2022

  Becuase they say one to 2 billing cycles. They have been telling us this... They are still over charging us. When I see the bill giving our money back and the extra charged removed from the bill, then we are good. Right now as it stands nothing has changed **** *** ***** ******* ** **** 

  Business Response

  Date: 02/11/2022

  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 has
  been corrected. We have processed a billing adjustment on the account to refund
  the recent charges. We have also applied a goodwill credit on the account. The
  customer will see the billing updates reflected on their next statement. We
  thank the customer for their patience.

  Customer Answer

  Date: 05/11/2022

  This is simple. We have not seen the change yet. When we get our next bill if this has been solved I will message back, but until then this case remains open. They have been ******* us around for 6 months now. Just because they say they made the change I'll believe it when I see the bill.

  Thanks 

  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 system transaction error which resulted in duplicate
  charges was corrected and the charges were refunded. As a gesture of goodwill, we
  also applied a customer relations credit on the account. The billing
  adjustments appeared on the customer’s October 31, 2022 bill. We thank the
  customer for their patience.