Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

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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.
669 complaints closed in the last 12 months.

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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: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.
Initial Complaint
Date:07/09/2022
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.
I received $200.0 prepaid ****** **** from *****************.com. My name, card# expiry date and Enercare Advantage written on the card.
I tried to use this card for the shopping at the ***. I swept the card at the casher. It declined. I swept the card couple to time, each time declined. I was feeling very embarrassing when the card was declined. I returned the murchandise. I called the ***************** customer service, phone# at the back of the card. Customer service informed there is some issue with the card. It will take two business days to resolve the issue. I waited and I called the customer service after four days. Got the same answer. I called again after a week same answered. They said we escalated the issue we will contact you as soon as issue resolve. Same time I contact Enercare and issue brought attention of Enercare. Enercare did nothing, and they don't have clue what I am talking about. My call transferred from one sales person to another, Every time when I call transferred Sales person asked same question over and over again My name, address and email address and Billing address and put me on long hold. Received email from ******* ******* ********. For the Identity Verification they requited me to upload (valid driver's license, or valid passport and utility bill showing current residential address). I don't know who is ******* ******* ********. Without knowing how can I upload my driver's licence and proof of residential address.
They asked validation question everytime when I called. My name, phone# billing address and email address. Enercare responsible to fix the problem. They given authoraty to precardstatus to issue card.
Enercare ************ sold the water heater by saying giving rebate actually not. ********* *** ******** *** ***** **** **. Enercare should cancel the defective prepaid card and issue new card or send cheque.
I made a mistake I bought the water heater from Enercare. I should read the reviews first.
BEARE OF THIS COMPANY.
Business Response
Date: 15/09/2022
We thank the
customer for bringing this to our attention. We have reviewed the matter and
confirmed that the card had not been fully processed and required the customer
to provide photo ID. We have reached out to the customer to discuss his options
moving forward. The customer has opted for a direct deposit payment and our
team is working on processing this request.
Initial Complaint
Date:01/09/2022
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 sold my house and the closing date was June 6 2022. Enercare is still billing me instead of the new owners. The agent I spoke with said they were unable to obtain the new owners information from the real estate lawyer. I was told they were looking into this matter but I am still getting billed.

Account # for my account is *********
Business Response
Date: 09/09/2022
We thank the
customer for bringing this to our attention. We have reviewed the customer’s
account and confirm that the customer had contacted us to inform us of the sale
of their home and to initiate a rental transfer. We require the new owner’s
information to process the rental transfer and the customer directed us to
their lawyer. We have contact the lawyer’s office multiple times without
success. We have advised the customer of our attempts to contact their lawyer
and confirmed that once we receive the required information, we will complete
the rental transfer and process the necessary billing adjustments on the
customer’s account.
Business Response
Date: 19/09/2022
We have reviewed
the account and confirm that we have received the necessary information to
complete the move request. A billing adjustment has been processed to reverse
the recent charges and the account is now settled.
Customer Answer
Date: 20/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

***** *********
Initial Complaint
Date:01/09/2022
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 Sold a home back in May 2021 did everything through my lawyer and contacted enercare on a couple attempts to have the account closed and settled. They advised it is done. I also was moving into my new home in July, and the services at that home are also with enercare. So I called to have the new services at my new home. So when I moved in my bill for enercare was still going to the old address. I was recieving it from the mail forward I had activated. I have spent hours upon hours on the phone with enercare to correct the address. The initial call I placed they advised that My account is still connected to my old address. Saying the new owners had not set up their account. I had to communicate with my lawyer and enercare with the new owners names. They advised it will take a couple of months. I have yet to have this corrected. I have made numerous calls over the year. I am beyond my limit. This has added too much stress as they told me not to pay the bill as I should have a new account number so I stopped paying. They told me my payment is going to an account with my old address. I have had associates hang up on me after hours of being on the phone. Promises made. They have not yet fixed my address and assigned a new account. My bill is still connected to me at my old place. They have made promises time and time and time again that it will be fixed. I am being sent to collections and my months bills which are not a lot have accumulated to a big lump sum. I have other utilities and the process was seamless. This company has added to a life that was already going through stress and taken much of my patience and I just don't know what to do anymore. I feel like I should be compensated for the uneeded stress and time spent on what seems like a simple task. This company cost me loss in property value before as they didn't fix my billing in time for an ideal sale situation in my last place. They have no accountability at all. I am dealing with their neglect.
Business Response
Date: 09/09/2022
We thank the
customer for bringing this to our attention. We have reviewed the customer’s
account and confirmed that there was initially an error in the address that
appeared on the customer’s bill, and the address was corrected in August 2021.
We further confirmed that the charges to date on the customer’s account are
valid. As a gesture of good will, we have agreed to reduce the outstanding
balance and processed a credit on the account. The customer should see the
billing updates in 1-2 billing cycles.
Customer Answer
Date: 13/09/2022

Complaint: ********

I am rejecting this response because: the fix was not done back in August 2021 the bill still has my billing address at my previous home address. I have been told that it’s been done many times and yet my bill still is addressed and sent to a home I sold and am no longer in. I was told specifically by enercare that unless the account is closed and a new one is made for my new home it will always be linked to my old home. I had an email **** * ****** **** showing they made the change in response to this BBB complaint, it is showing service address. I would like confirmation that the billing address is now the same as the service address. As my bills are still going to a place I sold over a year ago. I realize I can have email bills. However the address should no longer be with any of my correspondence. I am acknowledging the resolution for the compensation however I want confirmation that the billing address is changed to the same address as the service address before I accept as this has been on going for far too long. I can’t see why it is a big challenge my bills and service are meant to be at the same place.

Sincerely,

********** *****
Business Response
Date: 19/09/2022
We have reviewed
the account and confirmed that the mailing address has been updated, and that
the mailing and service addresses are the same. The customer should see the
address change reflected on her bill in 1-2 billing cycles.
Business Response
Date: 02/11/2022
We have advised the
customer that their mailing address was updated in November 2022 and that any
change to an account can take 1-2 bill cycles to be visible on their bill. This
change should reflect on their November bill.
Customer Answer
Date: 02/11/2022

Complaint: ********

I am rejecting this response because:
if You note the message that enercare sent in for September 2022, one just before the last response. It says the same thing. Only they said they made the correction on September 15th and I needed to wait 1-2 billing cycles to see it reflected. I do not see it reflected as yet. And the new message says it was done November 2022 and I have to wait 1-2 billing cycles.
this Exactly what I have been dealing with for over a year. Now I have a company seeing it with me.
I will be grateful to see when it is done. I will gladly accept the resolution then.

Sincerely,

********** *****
Business Response
Date: 10/11/2022
We
confirm that the mailing information has been successfully updated on the
customer’s account.
Initial Complaint
Date:11/08/2022
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 received a bill from ******** for $1295 in February. When I inquired with ******** as to why it was so high, they told me Enecare is charging $1100. I then called Enecare to inquire why they are charging me so much, they said it was because they didn't charge me for the last two years. I bought my new home in 2019 and I had a water leak from the water tank. I called enecare to see if my new home was covered as I had coverage in my old home. They told me that I am still paying for coverage through my ******** bill and I am covered for this maintenance. When I asked to speak to costumer service for billing I was bounced around for a couple hours from one person to the next. They couldn't connect me with a supervisor or manager and they kept insisting that I just pay the bill as they were charging me within the scope of the agreement. I told them I agreed to pay monthly and have been paying monthly without problems but you can't just send a bill for $1100 and expect someone to just come up with that. They told me they would have a manager call me back. I've called three times since then and they keep telling me a manager will call me back. Still haven't heard anything. ******** is calling now *********** with disruptions all because of this issue with Enecare. Enecare home coverage is billed through ********, there is no direct bill for Enecare. I always pay my ******** bill as I get it electronically. In January it showed I got charged from "other Companies" and in February I get this ridiculously high bill. I can't believe if someone was not doing their job I should be penalized for this. Please let me know if you can help as I tried email their head office and calling multiple times. I can't get any sort of a response. I will attach a picture of a bill from January saying I was being charged from "other companies" and in February when they charged me $1100
Business Response
Date: 02/09/2022
Business Response /* (1000, 5, 2022/08/19) */
We thank the customer for bringing this to our attention. We have reviewed the customer's account and confirm that due to a transaction error, the customer was not charged for their protection plan for a 2-year period. These charges are valid. However, as a gesture of good will, we have offered a reduced back-billing amount. The billing adjustment has been processed. The customer should see billing updates in 1-2 billing cycles.
Initial Complaint
Date:05/08/2022
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 signed up for Enercare protection plan on July 21, 2022 on the phone. The representative explained to me that I can cancel any time within 20 business days with no penalities. I had a small leakage problem in my AC drain; so, I booked for a technician to come and check it. the technician came and told me that the repair is not included in the plan and left. I recieved an invoice on the same day for 240.75 CAD with a plan discount of 240.75 CAD for the visit; so, it indicates I had a plan at the time of the technician visit and that I owe Enercare no thing. I called to cancel the plan as it does not cover anything realy. I called on July 24th, 25th, 26th and 28th. Every time they keep transfer me arround. First they denied I ever had a plan with them; then they said you had a plan and you called to cancel it so you need to pay the 240.75 CAD. Tey refuse to send me any email to document that I cancelled the plan. In few months if they charge me for the plan, I don't have a proof that I called to cancel. They don't have an official email to contact or an address to mail on their website; They only has a 1-800 phone number and they record the calls to their benifit only; they are a ghost company. The plan is to stall on the client until the plan is enforced. How it is even legal to practice like this? they are even rated A+ on BBB, seriously?

I need an official email from Enercare indicating that I called on July 24th to cancel the plan. That is all I am asking.
Business Response
Date: 12/08/2022
We have reviewed the customer's account and confirm that the customer enrolled in and used the plan for a service visit. Nevertheless, we confirm that the plan has been cancelled, as requested.
Business Response
Date: 27/09/2022
We have reviewed the
customer’s account and have processed a billing adjustment to reverse the
recent charge. The customer should see the billing updates in 1-2 billing
cycles.
Customer Answer
Date: 02/10/2022

Complaint: ********

I am rejecting this response because:
Despite the
company response. I still received an invoice for maintenance plan fees **********.
I reject these charges and will not be responsible of paying it, part of it, or
any late charges based on it now or in the future.

Sincerely,

***** *********
Business Response
Date: 07/10/2022
The customer needs to allow time for the changes to be reflected on the bill. The changes have been made on the bill and should be visible shortly.
Customer Answer
Date: 12/12/2022
Referring to the case #********, Enercare is still ********* me with invoices and phone calls in spite of confirming that the issue has been resolved on the BBB complaint portal and to my personal email. I attached the latest invoice I received today. I wonder if this issue will ever be closed or if I will have to deal with it for the rest of my life. **** ******* ** * ***** ****** ****** **** ***** ***** ********* ** ***** ******* **** ***** ****** ******* ** ** ***** ** ** **** ** **** * *****Regards,***** *********
Business Response
Date: 14/12/2022
We thank the customer for bringing this to our attention. We have
reviewed the customer’s account and we confirm that the plan cancellation
has been finalized. A billing adjustment has been processed to reverse the
recent charge. The customer should see the billing updates in 1-2 billing cycles.

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