Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

This business is NOT BBB Accredited.

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Important information

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

Complaints

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

Customer Complaints Summary

1,125 total complaints in the last 3 years.
668 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:29/09/2022
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 June 24th,2022, I contacted Enercare to dispute water tank rental charges. We own our water tank heater and therefore shouldn't be charged any rental fees. The representative opened an investigation #******** and told me to email my purchase agreement to the following email address : back-********************@********.ca. I called back on July 6th and July 12th to get an update on my case and I was told they did not receive my email. I asked them to provide me with the email address and the representative tells me I have the incorrect email and I that need to send the purchase agreement to *************@********.ca. On July 18th, 2022 I sent the documents to the new email address. I call on Aug 15th, 2022 for another update and i was told they tried calling me because my documents can not be opened. I resent the documents on the same day in two different formats while on the phone with the representative. She confirms that she received the email and that they will expedite the investigation. On Sept 3rd I call again for an update, the rep checks the notes and says the documents look good and that it should be resolved by the end of the week. I call AGAIN on Sept 27th, 2022 for another update, the rep was incredibly rude and tells me the case is now closed. I asked what the outcome was and she tells me they tried calling me regarding my documents, but they could not reach us. I did not receive any calls and asked her to open a new case #********. I called ******** on Sept 27th to have them dispute the charges on my behalf. I received a confirmation email from ******** that said Enercare has 15 days to respond. I get an email from ******** Sept 28th, 2022 saying my case was cancelled. I call ******** to find out why my case was cancelled, and the rep said that Enercare told them that they reached out to me and that I requested that my dispute be cancelled, that is completely FALSE! I would like a refund for all my past charges of 1286.33 plus tax. Thank you.
Business Response
Date: 04/10/2022
We thank the customer for bringing this issue
to our attention. We have reviewed our records and confirm that we
received notification that the customer assumed the rental contract upon
the purchase of the home. We’ve asked the customer to provide a copy of
their Agreement of Purchase and Sale so that we can investigate further.
We also confirm that we have put a stop on all collection activity on the
customer’s account until the matter is resolved.
Customer Answer
Date: 17/10/2022

Complaint: ********
At this time my complaint with Enercare has not been fully resolved. I spoke with one of the representatives and I will be receiving a full refund and will no longer be charged a rental fee. They said that they have sent this information to their billing department but this process might take another few weeks. I was hoping to have this left open until I receive my refund.

Thank you for taking the time to speak with me. Hopefully you can add this to my complaint and let me know if you need any additional information.

Best,
********** ********

Business Response
Date: 26/10/2022
We have confirmed that the rental has been successfully removed
from the customer’s account. We have further confirmed that the billing
adjustments will be applied to the customer’s November bill.
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.

Sincerely,

********** ********
Initial Complaint
Date:29/09/2022
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.
Please note that I do not know the address of EnerCare as I was not provided this. I called a central phone number. The address listed on this form was entered because an address was required. The phone number for the London office is: ************. The website does not list an address for the London site. The uploaded supporting document is a copy and paste of my last email to EnerCare.

Briefly, I terminated my hot water tank rental contract with a previous vendor and had a new hot water installation on February 4, 2022 by the company *** **** *** ****. I was informed that this company had been taken over by EnerCare and that I should expect to start receiving the monthly invoice for rental charges through them. I have not received any invoice since, despite calling EnerCare 4 times since April of 2022. I am trying to be a responsible customer and pay rental fees however every time I call there is a commitment made to resolve the issue and nothing materializes. I am now in the unfortunate situation, despite my best efforts, to be deficient in payments since February. This is unfair. I have attempted to resolve this many times without any response. I explained to them that I do not want to be hit with a large sum of payment required.
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 that due to a system error, the move request was
not processed successfully and therefore, the customer hasn’t received an
invoice with the rental charges. We confirm that this error has been corrected
and that an Enercare branded bill will be sent in November 2022. We have
also applied a goodwill credit to the account.
Customer Answer
Date: 05/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution is satisfactory to me. However, the resolution will not come to fruition until some time in November. Therefore I cannot be certain that the situation is resolved until I receive the correct communication some time next month. If the problem remains unresolved, I will reconnect with the BBB. This is progress towards a resolution.

Sincerely,

**** *****
Customer Answer
Date: 12/12/2022
Back in September of this year, I filed a complaint with the BBB in regards to the EnerCare company. The reference number is CN********. The result was that the executive escalation department of Enercare reached out to me to initiate further communication to resolve the situation. However, as the below email dialogue illustrates, the situation continues to be unresolved. What is absolutely fascinating to me is that I just want to pay EnerCare for the services that they are providing. They are not setting up any mechanism for my monthly payments. This is so bizarre. I am trying to be an honest customer and pay the company what I owe them but they are not allowing me to do so.

Anyways, I need the BBB to help me pay monthly invoices to this company. It is only through your agency that I was able to get this far. Thank you in advance.
**** *****
Business Response
Date: 20/12/2022
We thank the customer for bringing this to our
attention. The customer has been provided with a copy of their December bill
and a link to register for on-line billing where they can manage their billing
account and view their bills on-line. We thank the customer for their patience
and understanding while we worked to correct his account and send him an
invoice. We have applied an additional goodwill credit on the account. The
customer should see the billing updates in 1-2 billing cycles.
Customer Answer
Date: 20/12/2022

Complaint: ********

I am rejecting this response because: as per my recent email (*** *****). I am hopeful that this situation will be resolved in December end or January end. Enercare has demonstrated a clear pattern of articulating a plan for resolution and then not following through. This has been my experience since February of 2021 with numerous phone conversations and email correspondence. I have obtained the name of the person I will need to further escalate to should the situation not be resolved by January end.
Celia,
My experience is that Enercare has demonstrated a very clear pattern of prematurely considering my situation resolved. I will not consider this situation resolved until the account balances are accurate. This has not been achieved yet. I will agree that we are progressing towards a resolution. As per your email, I will pay $104.55 prior to Dec 23. Please respond to my below questions:
please provide confirmation that the account will not be charging me any late payments if I pay $104.55 before December 23 as per your instructions given that the account currently indicates $304.55 is due with a $200 credit applied over 1-2 bill cycles. – yes, this is correct. You will not be charged a late payment if you pay $104.55 before December 23rd, 2022.
please provide the email address of your manager in case I need to escalate an unresolved situation further. – My Manager’s name is ****** ****** and her email address is *************@********.ca

Thank you,
**** *****

Sincerely,

**** *****
Business Response
Date: 06/01/2023
The customer has confirmed that his billing
account is now correct and that he considers the issue resolved.
Customer Answer
Date: 10/01/2023

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. After 10 months or so of numerous attempts by myself to resolve this situation, I thank the BBB for your involvement in facilitating a resolution. I only hope that EnerCare genuinely takes this experience for feedback regarding their customer service experience and makes radical changes.

Sincerely,

**** *****
Initial Complaint
Date:26/09/2022
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 brought a property and took over the lease of the water heater on the 25th of November. I called Enercare advised that I was the new owner confirmed my personal information and they advised there will be charges to my ******** bill. I called every month for 6 months as no charges was applied. I then received a letter advising due to a system glitch I was not charged and they were charging me a lump sum which was more than the monthly rate I was given.
I called back as I called monthly advising I was not being billed not too sure how the system glitch was not caught. Enercare claimed they will credit me back 25%back for the inconvenience, request code ********. I waited two billing cycles nothing happened given the dishonesty I wanted to cut tides with this company. I called them on the 18th August, 2022 to asked to cancelled my service. The representatives of Enercare kept passing me around to other representatives as no one could give me a pay out amount to buy out the service and in some cases they ignored my request and tried to divert the conversation. I was on call for 2:26:26, I was furious at this point. I said I was going to logged a compliant about their consumer business practices and finally got someone who advised she could not provide the pay out amount but will have to call me back the following day with an amount.
I request for her to confirm date and time, she did called and advised that the amount would be $4704.40. I asked why does it cost the same amount for a new installation, I was advised that the unit was still new (3yers) So they are charging me for a new model ? Plot twist they said they will give me 4 month free if I stayed, I said no and asked for a detailed invoice, nothing. They never gave me my 25% credit that the employee promised even when they called they will investigate nothing happened.
Today I got a buy out amount for 5369.92.
This company needs to be investigated for their business practices it is horrible,
Business Response
Date: 03/10/2022
We thank the
customer for bringing this to our attention. We have reviewed the account and
confirm that the customer is responsible for the charges owing for the time
they have had the use of the rental water heater. As a gesture of goodwill, we have processed a credit in the amount of the back billed charges. The
customer should see the billing updates in 1-2 billing cycles.
Customer Answer
Date: 06/10/2022

Complaint: ********

I am rejecting this response because: I am not saying that I am not responsible for paying out the fee.
my concern is that as usual they are avoiding addressing the issue at hand.
Over charging for an existing product that is three years old. Failure to add previous credits on the account that they said they would.
I requested a copy for the Terms and condition of the account and the company refused to give it to me.
also they claim that they would credit me as a good will gesture , and I would see it on my account, this was promised previously with the same time frame we are now on 4 month. When I called back no direct answers and they advised they had to investigate, no action.
in addition I asked for an official invoice with a break down of what exactly I was paying for so I can have a copy for future reference, nothing.
I truly believe they would not credit anything and why have they not confirm a dollar about ?

Sincerely,

******** ********
Business Response
Date: 14/10/2022
We encourage the customer to
review the email they received from us dated September 30, 2022.
Customer Answer
Date: 26/10/2022

Complaint: ********

I am rejecting this response because:
I read the previous email sent through this channel and this response does not address my concerns.
I requested the terms and conditions of product being purchased and the company refused to give it me.
I asked for an itemized receipt to confirm that I was paying for the device and what I was paying for. What is the warranty on this 5k device, nothing was sent to me.
no dollar value was specified for the refund as in past experience. My requests is very specific, however the responses are very vague and does not answer my concerns.

Sincerely,

******** ********
Business Response
Date: 03/11/2022
We thank the
customer for bringing this to our attention. We have reviewed the customer’s
account and confirm the buyout was processed for the amount which was quoted to
the customer. As a gesture of goodwill, our team has provided a credit
on the customer’s account. The customer will see the billing updates reflected
on their next ******** statement. We thank the customer for their patience.
Customer Answer
Date: 04/11/2022

Complaint: ********

I am rejecting this response because
This business is continuing to not provide responses without answering my question;
I requested the terms and conditions of the account, to date no answer to this.
paying over 5k for a product with no information on the warranty associated with it .
the questions about are very clear, however no answers are being provided to these specific questions.
I will need copies of these documents in the mail for my records.

Sincerely,

******** ********
Business Response
Date: 11/11/2022
We confirm that we
previously provided the customer with a copy of the terms and conditions of
their rental agreement as an email attachment. At the customer's request, we
will continue to communicate through the BBB, however, we are unable to post
specific customer account information. As such, we look forward to hearing from
the customer on the best method of communication to provide any additional
information to them.
Customer Answer
Date: 28/11/2022

I cleaning out my junk mail and came across that the case was close. This case has taken up countless hours of my time from my work trying to get this sorted and it very clear that the company is refraining to address certain issues on the platform.I never received any terms or conditions of the account. Nothing was never mailed to me.I reached out to ******** to understand why I did not receive the bill, first they said system upgrades so bills were delayed, only when I asked my neighbors if the received their bill and they confirmed that they did, prompted me to call ******** back. At that point I was confirm my account was frozen , found it strange sense and going through this ordeal with Enercare. Only to find out that I was being bill still after I paid off for the service and I was still a customer with this company. This is unexceptional having to deal with the challenges of life and deal with issues of this nature that I should not be experiencing. Also , I find it very disturbing that this case was closed very quickly given that the responses provided by the service was not direct. My address has not change.
Business Response
Date: 07/12/2022
We confirm that we
previously provided the customer with several copies of the terms and
conditions of their rental agreement. At the customer’s request, the buyout for
the rental equipment has been processed. We also confirm that the customer
received billing adjustment credits on their November and December statements.
We encourage the customer to contact ******** directly regarding their concern
raised about receiving their ******** bills.
Customer Answer
Date: 08/12/2022

Complaint: ********

I am rejecting this response because:
i Just got off the phone. Today 12.8.2022, with ******** and in their system I am still a customer of Enercare and being billed by them now for 14 44
I paid in full for the water heater and they are refusing to end this relationship which has been going on for months.
why am I still being billed when I paid off for this unit. They need to send a letter of confirmation to me confirming that I am no longer a customers and I have no outstanding balances. In addition to ensuring that they advised ******** that I am no longer a customer and have no business relationship with them. I also want a refund back as well.
I should not be going back and forth on this this is a waste of time.

Sincerely,

******** ********
Business Response
Date: 21/12/2022
We confirm that the
customer will not receive any further rental charges. We thank the customer for
their patience.
Customer Answer
Date: 05/01/2023
* ** *** *** **** *** * **** ** **** ***** ******* **** ******* *** **** **** * ** *** ******** ***** ***** ** ******* **** *** ****** **** * **** *** ********* **** ****** **** *** **** ** ******
I have to physically wait on my bill to be issued in order to dictate my response back in some cases my account has been frozen, and reason why has not been upfront to allow me to respond in a timely manner.Todate I have not receive my bill, to determine if I am still being billed, therefore I cannot respond back to the email. This business has been charging me even after sI have severed my relationship with them since September and I am still being bill and there seems to be no concern of the process that consumers have to go through to ensure that these companies are held accountable. This should not be ongoing this long. I have been calling in for my bill and as of today, the rep has advised that it still has not been issued and try tomorrow
Business Response
Date: 12/01/2023
We confirm that the
customer received billing adjustment credits on their November and December
statements which cover the most recent rental charge(s). Our billing
records show that the customer had a credit balance on their December bill.
Moving forward, the customer should not receive any rental charges.
Customer Answer
Date: 13/01/2023
I received my bill today and I am not being charged by Enercare, you can proceed to close.
Thank you for all of your assistance.
Initial Complaint
Date:22/09/2022
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.
I bought my house in Oct 2020. When I moved in, there was a brand new hot water heater rented from ********. I negotiated a buy out.

In Jan 2021, ENERCARE sent me a bill for a monthly rental fee for the first time. I called and said I didn't have an Enercare hot water tank and there had never been one in the property when I owned it. Enercare said there was an Enercare hot water tank in the property before I bought the house. I gave Enercare the name and address of the previous owner to contact.

Enercare kept sending me monthly rental bills. I called them multiple times to explain I didn't have an Enercare hot water heater and they should contact the previous owner. The matter was escalated but every time I called I had to explain everything all over again.

I contacted the previous owner who agreed to pay for removing the hot water tank. I advised Enercare of this and asked them to send him the bill. Enercare said they could only send me the bill so I agreed to accept it and pass it along to the previous owner. I made it clear that I was not responsible for payment myself.

Enercare stopped sending me monthly rental bills but never sent me the bill for removing the tank to pass on. Instead, Enercare started to make automatic calls to me everyday requesting that I call them. I emailed Enercare and explained the situation and asked them to send me the bill to pass on to the previous owner.
I didn't get a response from Enercare although they continued sending me recorded calls every day asking me to call them to discuss payment. I had spent a great deal of time already on the phone with Enercare with little result. I was waiting for Enercare to send me a bill that another person is responsible for paying.

My husband sent a letter to several departments at Enercare, including Legal, explaining the situation and asking for them to stop calling me daily. There was no response and the recorded calls continued.

Acct# **********; Case # ********
Business Response
Date: 01/10/2022
We thank the customer for bringing this to our attention. A representative from our Executive Escalation team will be in touch with the customer shortly.
Customer Answer
Date: 03/10/2022

Complaint: ********

I am rejecting this response because:
Enercare has not dealt with the issue I have raised. It looks like an automated response. They have not given a timeframe or a specific person or contact information for who will deal with it. I don’t believe they will do anything based on my experience with their company.

Sincerely,

***** ********
Business Response
Date: 07/10/2022
We would encourage the customer to review Enercare's October 3rd email. If the customer has any further questions or concerns, they can respond directly to that email.
Initial Complaint
Date:22/09/2022
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.
I had a water heater repair done at my residence **** ****** ****, Oshawa *** *** on July 16/2022 and paid the charges in full by ****. Subcase #********* and *********. I have the invoices with the **** payment authorization numbers on it as well as a hand written note by the technician that did the repair on the invoice to not bill ******** account as charges were paid in full by credit card. I have since been billed on my ******** account for an additional $111.87. I have called 7 times now to have this charge reversed to no avail and have just received my new ******** statement with charge still reflected. I have provided a copy of my **** statement transaction history on Enercare.ca as I was advised to do on one of my initial calls. I have been told every time I call that someone will call me back within 3-5 business days and that has also yet to happen. Again today I was provided with yet another case # assigned for further escalation after being advised that my previous case #******** had been closed with no resolution? At this point I have lost complete confidence given that it is now September and this is still not resolved. I would like Enercare to reimburse charge of $111.87 billed through my ******** account.
Business Response
Date: 27/09/2022
We thank the customer for
bringing this issue to our attention. A billing adjustment has been processed
to reverse the recent charge. The customer should see the billing
updates on her ******** bill in 1-2 billing cycles.
Initial Complaint
Date:22/09/2022
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.
Good Morning,

I would like to submit the following complaint about Enercare:

<> I had previously rented a water heater from Enercare that was 11 years old and it broke in October 2021. I told Enercare to remove the broken heater and I informed them that I didn't want another water heater from Enercare.

<> Enercare showed up to remove the water heater and immediately tried to install a new one. After some discussion at the door I allowed Enercare to install a new water heater at that time ONLY because the service technicians offered me a $200 incentive for purchasing a conventional water heater from them- please see the attached incentive notice they provided to me. The technicians specifically told me I would receive the incentive in the form of a $200 ********** and receive it within 8 weeks.

<> I waited 11 weeks for the card and then wrote to the Enercare email address of *** *****, as specified on the notice.

*** ***** responded to my email and stated: "You have purchased the water heater not rented, incentive for $200 offer is for new customers that rent a tank with Enercare."

Nowhere on the the incentive notice that it state that the incentive is for new customers only. In fact, at the top of the page it states that the handout provides "Information for Enercare's residential water heater customers", of which I was one. I was told that the incentive was for customer retention - to continue their relationship with Enercare when the time came for the customers to purchase or rent a new water heater.

IN SUMMARY

Either:

1. Enercare technicians provided misleading information which led to my purchase of the new water heater

or

2. *** ***** is attempting to renege on the verbal contract by stating that the incentive only applies to new rental customers.

I would like this issue resolved by having Enercare provide to me the agreed-upon $200 **********.
Business Response
Date: 01/10/2022
We thank the customer for bringing this to our attention. A representative from our Executive Escalation team will be in touch with the customer shortly.
Initial Complaint
Date:21/09/2022
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.
A bill addressed to a person who does not live here, has been coming for a year with charges adding up. It's also not the name of the previous owners. The listed equipment (furnace and air conditioner) does not exist at this address. A technician from their own company came to our house and verified that the equipment on this bill does not exist at this location. The claim is that it was installed in May of 2021 (after we'd owned the house for 7 months), but no one ever came and no equipment is here from that company. We've spoken to managers numerous times on the phone, we've gotten the police involved, we've returned the bills with notes saying to check their records, and the bills continue to come.
Additionally, they have NO contact information for the name on the bill, other than our address. Even the company reps said it was very unusual for there to be an account without a phone number attached to it, particularly as an installation would have had to be set up with the customer to receive any equipment.
This bill is now over $2000 in charges, and no one at the company seems to be able to put a stop to it, despite verifying that its incorrect.
Business Response
Date: 29/09/2022
We thank the
customer for bringing this to our attention. We have reviewed the rental
account for the HVAC equipment and confirmed that there was a clerical error in
the address that appeared on the account. We confirm that the mailing
information has been updated.
Initial Complaint
Date:21/09/2022
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.
I was posted out of Ontario this summer, and sold my home at the end of July. At the beginning of August I realized my account with Enercare had not been closed, and I sent a "Move Out Form" through their website to adjust my final bill and have the account closed. On 10 August I received confirmation that the form went through. Two weeks later I hadn't received anything from Enercare, so sent a message through their secure system asking for them to review the form. I received a call while at work and in the message the representative said that they could not locate the form. I tried calling back, but it was after hours. I received another call the next day where the rep quoted the incorrect address, and again tried calling the number provided. The following day I received a third call where the rep quoted the incorrect name. This time I sent a message through the secure system providing all of the information required once again to close my account. The calls stopped for a few days, and then I received another monthly bill instead of anything getting fixed. I called again, asked for a call back, and never received one. I sent another message stating that I will not be paying until they get my account sorted. They sent an email and provided and email address which I once again provided the requested information to.

I am still getting calls and am tired of trying to reach out to a company that has received everything they need, but continues to harass me. I want my final bill settled so that I can pay it and have my account properly closed and I want Enercare to stop calling me when I've done my due diligence.
Business Response
Date: 01/10/2022
We thank the customer for bringing this to our attention. A representative from our Executive Escalation team will be in touch with the customer shortly.
Initial Complaint
Date:19/09/2022
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 contacted Enercare because my tankless water heater has no hot water or water pressure. Waited all day for someone to come to tell me that this is plumber issue and he is gas technician. For that reason I called plumber paid out of my pocket and he told me that this is water tank issue and Enercare should fix it since I am renting it. Called Enercare care again to advise them of the outcome and now they want me to wait another 24hour to send someone that will be available. They caused me money that wasn’t needed, I am without hot water for over 24 hours already. If they can’t fix it they should pay my bill and I will fix it privately.
Business Response
Date: 27/09/2022
We thank the
customer for bringing this to our attention. We have reviewed the account and confirmed the repair was completed on
September 23rd, 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.
Initial Complaint
Date:07/09/2022
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.
Signed up for Enercare Plumbing/Drain Protection Plan starting July 2021 for $17.99+HST = $20.33/month Acct # ************ with 4month free promo on 1 yr commitment.

In Sept I booked a service call & gave relevant details including full address, visitor parking information & 2 phone #s. After travelling to the site & waiting 5+ hours, no-one showed up or contacted me. I called customer service who apologised, confirmed the location & contact information & rescheduled the visit. Again I was there before scheduled time & no-one showed up. This happened 4 times. Each time I called & was told that somebody came & tried to contact me even though there were no missed calls or voicemails on either phone #. I spent dozens of hrs speaking to Customer Care supervisors/managers & was assured that the issue was being escalated.

Oct 15, 21 (Case ID # ********) Manager Esther said she would put an 8 month credit on account & close it. I was told it would be done within 3-5 business days. I did not hear from Enercare again & never received a bill so I believed everything was done.

June 8, 22 I received an "Enercare Renewal Notice" email saying the plan would renew July 30. I called Enercare again & provided the details of the previous calls where I was told the account was closed. The rep said the plan would not be renewed but I would need to pay the balance owed though I had never received a bill. Customer Care said they couldn't help & transferred me to Billing who said I needed to talk to ******** & then hung up.

I called ******** in desperation; they sent me the bills & opened a dispute which was closed with note "Resolved By Biller" even though I was never contacted. After the 4th Dispute someone called & said he could not help as the resolution provided was that the plan would not renew & the charges were valid even though they billed double for June 22 (bill attached). He hung up; I have this call recorded along with a few others. Not renewing plan is not a resolution
Business Response
Date: 15/09/2022
We thank the
customer for bringing this to our attention. We confirm that we have reviewed
the account and processed the cancellation of the Plumbing and Drains Protection
Plan as of April 2022. As a gesture of goodwill, we have waived the bill out
amount for the months remaining under the plan.
Business Response
Date: 20/09/2022
The customer will need to allow 1-2 billing cycles for the changes to be reflected on their account.
Customer Answer
Date: 30/09/2022

Complaint: ********

I am rejecting this response because:
The online bill still shows a balance owing (********** ********); their response will be accepted when the account shows $0 and is completely closed. Any other account changes made in the past showed up within 24 hours.
Furthermore the explanation of a technician showing up and leaving because there was no parking is invalid. I provided specific instructions and directions for parking access and was no attempt from the technician to contact us on either of the 2 phone #s provided.

Sincerely,
******** *****
Business Response
Date: 02/11/2022
The customer has been advised that a billing
adjustment has been processed to reverse the charge on their August bill. The
customer should see a credit in 1-2 billing cycles.

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