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:02/05/2025

  Type:Order 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 10 years ago the hot water tank was already in the home the tank was 21 years old as of April this year so I got ** to install a new tank as I am not under contract or have ever signed any contract or an assumption to pay agreement when purchasing the house and now they are trying to make me pay 450 dollar boy out when I have never signed a contract or a verbal contract or a contract with my bank when purchasing my house.

  Business Response

  Date: 02/05/2025

  We thank the customer for bringing
  this issue to our attention. We confirm that the rental water heater installed
  at the address provided by the customer was listed in the Agreement of
  Purchase and Sale when the customer purchased the home. The
  details of the rental equipment would have been disclosed to the customer as
  part of their purchase of the home. If the customer had any concerns about the
  equipment, we expect that the customer would have raised those at the time they
  purchased the home.

  We can confirm the customer was charged a buyout of $100.00+HST, and furthermore a credit was issued to the account for $100.00+HST to waive the buyout fee.

  The current balance on his account for $478.52 (taxes included) is the cancellation for the protection plans and the proration for the rental water heater up and until the date of termination, we can confirm these are valid charges.

• Initial Complaint

  Date:02/05/2025

  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.

  An Enercare sales man came to us offering a free heat pump once we upgraded our furnace to one costing $100 more, but we are now being billed $125 per month for an heat pump rental.
  
  On the last bill we were also double billed for a furnace rental. I was told this was would be adjusted. I sent them an email as requested for the heat pump rental and I am yet to hear back. In my email I gave the name of the sales agent who promised both of us the heat pump would be free.

  Business Response

  Date: 09/05/2025

  We thank the customer for bringing
  this to our attention. We confirm that in February 2025, the customer entered
  into a HVAC rental contract with Enercare. At the time the contract was entered
  into, the customer was provided with the monthly rental amount, the total
  installed cost, and the applicable terms and conditions. A copy of the signed
  rental agreement will be emailed to the customer. Based on our review, the customer is
  currently being billed the correct rental rate. We also confirm that we identified a system error that
  resulted in continued billing for the old furnace after the equipment exchange.
  We sincerely apologize to the customer for this oversight. We confirm that the
  old furnace and the air conditioner have been removed from the customer’s account,
  and a billing adjustment has been processed to credit the customer for the
  extra charges incurred. The customer should see the billing updates in 1-2 bill
  cycles.

  Customer Answer

  Date: 09/05/2025

  The only person who spoke to us regarding prices was the salesperson. He told us our monthly bill will be $100  more furnace. We did not discuss prices with anyone else. After the installers finished installing the furnace the I asked me to sign that everything is completed. On our coming bill we were also double billed for a furnace. No adjustments were made.
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 21/05/2025

  We confirm that the contract clearly highlights what was offered, the
  installation cost, and the monthly rental rate. The customer accepted the terms and
  conditions of the contract upon signing. We also re-confirm that the billing error has been corrected and
  that a billing adjustment has been processed to credit the customer for the extra
  charges incurred for the old rental equipment. Again, please allow 1-2 billing
  cycles for the billing updates to be visible on the bill.

  Customer Answer

  Date: 02/06/2025

  
  
  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:02/05/2025

  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 agreed to become a customer of Enercares in April 2024. Biggest mistake of my life. I have experienced nothing but Terrible Customer Service. I was promised to receive 6 months free service for my water heater, water purification system and RO system. AFTER ONE FULL year my bill has finally be corrected after monthly calls of over 1 hour being transferred to multiple people, re-explaining my situation. I originally had a tank water purification system installed and was not aware that it would take up my entire cupboard and then opted for a tankless system. The tankless system was installed and works great. I went to replace the filters that were sent to me and they are the incorrect ones. I have since contacted Enercare six times with no success on obtaining the new filters. I have had to shut my system off as there is a constant beeping and no sign of the fiters. I was promised after each of my calls (over 40 minutes for each one) that I would receive a call back within 48 hours. Then I was told it was escalated and I would hear from someone by the end of the day. I am now calling for the seventh time trying to get something that is owed to me. I should not have to pay for this system as it has been almost a month of trying to contact them. My time is valuable as well and don't appreciate my needs not being met. This is totally unacceptable and I want out of this contract and I don't think I should have to stay if they are not meeting my needs as a customer

  Business Response

  Date: 02/05/2025

  We can confirm the issue has since been rectified by our field team, and our team has applied a one time customer relations credit of $59.52+HST to the customers account (equal to 3 months of rental for the water softener).

  Customer Answer

  Date: 20/05/2025

  
  
  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.   But the amount is reflective of a water softener which I do not rent from Enercare therefore the amount will be to be adjusted to reflect the amount of my water purification and reverse osmosis rentals. I am having receiving three months free for both of those units along with replacement filters being sent to my house now so that k don’t have any issues going forward. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/05/2025

  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 purchased a home in May 2024 which came with an Enercare water heater rental. I reached out to Enercare to repair the unit as I was running out of hot water during my morning shower., the hot water had a foul odour. They sent a tech who made no repairs said the tank was set too high and the house drains was the issue. He advised to run the tank for a bit but did not advise how long the adjustment in temperature would take to notice positive results. After a few months I called them back and the second tech said I. Needed to call ******** to fix the pressure. After speaking with someone at ******** they noted that If my boiler was working but the hot water tank was not, the issue is not related to supply. I called another water heater company to come install a new unit as I could not afford to invest more time and resources to continue to get the run around with Enercare. They said they were unable to service the product as it wasn’t their unit and the only way they could guarantee to fix the problem was to replace the unit, upon the replacement of the new same size unit both issues were solved. They did not touch anything else, just removed the old unit and replaced it with a new one. There are only 2 individuals in the home and to run out of hot water on the first shower and live with the foul smell is not acceptable. The new tank which is the same size, works without issue. In addition Enercare does not perform any maintenance on this product which contravenes the water heater’s owners manual. Please also note I have requested on numerous occasions the terms and conditions of their rental contract which I am being held to, according to them, but have yet to receive them.

  Business Response

  Date: 07/05/2025

  We thank the customer for bringing this issue to our attention. Based
  on the information we have on file, the customer has been advised on multiple
  occasions that they are responsible for their contractual obligations,
  including the buy-out provision. Since
  it’s been confirmed that the Enercare equipment has been removed from the
  premises and have, therefore, forced a termination of the rental contract, a
  buyout has been processed in accordance with the customer’s contractual
  obligations.  Nevertheless, as a
  gesture of goodwill and to assist the customer with their situation, we have offered
  a discount on the buyout charge. The customer should see the buyout charge in
  1-2 bill cycles.

  Customer Answer

  Date: 09/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:as per the blank rental agreement provided to me after filing this complaint, which was not an actual copy of the agreement for the previous homeowner which applies to my home. However this blank agreement does note their commitment is to provide reliable trouble free water heater in accordance with the residential water heater agreement.
  

   I have invested countless hours and resources in hopes of addressing the issues until I exhausted all options and was forced to purchase a new unit to have consistent and reliable hot water free from odour.
  
  As they failed to repair their equipment and upon contacting them for assistance they failed to take my concerns seriously.  On both service calls their technicians similarly blamed the issues on other external factors, all of which were not related to the issue as a replacement unit which I paid out of pocket to have installed works seamlessly. The reasonable remedy is to have them collect their equipment which still located at my property and terminate the contract without any additional financial burden on either party.

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

  Business Response

  Date: 23/05/2025

  Enercare’s
  position remains the same. Based on the
  information we have on file, the customer is responsible for their contractual
  obligations, including the buyout provision. Should
  the customer wish to accept Enercare’s offer, we look forward to hearing back
  from them; otherwise, we are unable to provide any further assistance with
  respect to the customer’s concern. 

  Customer Answer

  Date: 26/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company failed to repair the issues and failed to provide the copy of the original contract signed by the previous homeowner. It is not acceptable that a customer is expected to request multiple service calls to address lack of hot water and bad smelling water along with being held to a contract which was not provided after numerous requests. Their product remains on my property and it available to them.  I fail to understand why I would be expected to pay rental on a product which is not in running order.  The new tank from another supplier is installed in the same location as the Enercare tank, proving the issue was their tank and not any other factors.  

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

  Business Response

  Date: 04/06/2025

  Enercare’s position remains that is has complied with all
  legal obligations. Based on the information we have on
  file; the customer continues to be responsible for the rental and rental charges.

• Initial Complaint

  Date:01/05/2025

  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 moved from a property that I was 25% owner of on December 1st of 2024. I submitted a moving application to Enercare that same month. I was still getting charges in January but understood as I am part owner and the property was sold on January 15th 2025. I continued to get charges. I then called Enercare to see why I was still getting charged. I had to speak to three seperate people during that phone call and each person I spoke to didn’t know so they put me on a “hold” and hang up on me. Each time they answered the phone they asked me for my phone number incase the call got disconnected but not once did anyone who hung up on me attempt to call me back. I work in costumer service and I am very mindful of myself when speaking to people so I can confidently say, this wasn’t a matter of my attitude as I was calm and simply trying to find out what I needed to do. I had to repeat myself again to another three people until finally a nice gentleman explained I was missing some information that they needed. This person emailed me the missing information. I responded to that email with everything and was told things were complete. I then continued to still get charged every month and now I’m getting “overdue”’payments. I moved 5 months ago. The new owners have not been able to take over the account for 4 months now. This is absolutely unacceptable. I have payed for months of service for a property that isn’t even mine anymore in hopes that my credit score doesn’t take a hit. The knowledge, professionalism, and care of the staff is little to none. There has been one person that tried to help but it seems even he didn’t know what to do because I’m still being charged.

  Business Response

  Date: 01/05/2025

  We sincerely apologize for the inconveniences you have
  endured. At Enercare, we strive to provide excellent customer service and we
  regret to hear that this matter resulted in a negative experience. We have
  reviewed your concerns and utilized your feedback to identify training and
  growth opportunities with the involved departments. Enercare is actively
  engaged in coaching & retraining the employee to ensure the best possible
  customer service experience. Our customers’ opinions
  and suggestions are crucial in the process of improving our performance for our
  valued customers like you. 

  We have investigated the customer's concerns and we can confirm the customer was responsible for the rental fees up and until the move out date of December 29th, 2024.  We can further confirm once the customer provided the correct information, we have transferred the rental water heater charges to the new homeowner, and the rental water heater has been terminated on her account.  Since December 29th, 2024, the customer has only paid a bill of $56.18 (taxes included), if the customer would like we can send an e-transfer for this amount.

  Customer Answer

  Date: 05/05/2025

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

  Business Response

  Date: 26/05/2025

  Thank you for confirming the email address for the e-transfer. We can confirm that the e-transfer will be received within 1-2 weeks from today, May 26th, 2025.
  
  

  Customer Answer

  Date: 27/05/2025

  
  
  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:01/05/2025

  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.

  My water heater broke down, have been trying to resolve the repair/replacement with Enercare. I spent 2 hours on the phone with them to finally schedule a replacement service appointment. I asked to speak to someone to file for a complaint. I was repeatedly transfer to different departments within the contact center. They have all asked me for my personal information, and after verifying my account, they promptly put me on a transfer/hold. This has happened multiple times on the same phone call. My call log shows a single call with Enercare lasting over 140 minutes with no resolutions made. It is apparent to me that these contact center representative are refusing to take my complaints and are constantly sending me to different phone lines in hopes that I would give up. I was without hot water for over 4 days, and they are completely oblivious and did not show any empathy in trying to help me, instead they further frustrate me with this unacceptable business antics. I do not understand why it is this difficult to make a complaint. I will not stop until I receive proper resolution.

  Customer Answer

  Date: 01/05/2025

  The repair has been made. My complaint is with the inability to file a complaint with Enercare directly. I spent over 2 hours waiting on the phone and I was repeatedly cold transferred to a different agent. The last conversation I had with an agent also promised for a call back that has not occurred after one week. 

  Customer Answer

  Date: 03/05/2025

  I am looking for a response or a call back from an upper management to address my frustrations. There was no channels to file for a complaint and they constantly cold transfer me from one department to another. Instead of addressing my concerns they further exacerbated them.  It is completely unacceptable for their agents to manipulate their systems in hopes of the client giving up on making a complaint. Please request for Enercare to review all the recorded calls with consideration of the fabricated holding times within conversations with the agent. 

  Business Response

  Date: 07/05/2025

  We sincerely apologize for the inconveniences you have
  endured. At Enercare, we strive to provide excellent customer service and we
  regret to hear that this matter resulted in a negative experience. We have
  reviewed your concerns and utilized your feedback to identify training and
  growth opportunities with the involved departments. Enercare is actively
  engaged in coaching & retraining the employee to ensure the best possible
  customer service experience. Our customers’ opinions
  and suggestions are crucial in the process of improving our performance for our
  valued customers like you. 

  We can confirm the customer's water heater exchange was completed on April 26th, 2025.

  Customer Answer

  Date: 07/05/2025

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

  Enercare have failed to address my concerns. To this day I have not been able to file for a complaint with Enercare. To this day, I still have not been contacted by Enercare to tell me why I never received any call backs, why I was transferred multiple times and why I had to endure over 2 hours of waiting that absolutely led to no where. The home was without hot water for almost an entire week, and there has been no apologies offered. We have been diligent to make payment as mandated but we did not receive equal treatments nor respect when we had issues. This is unacceptable business behaviours. I am still waiting for a call for Enercare senior management to address my concerns and frustration with some empathy.

   

  Sincerely,

  
  
  
  ***** ****

  Business Response

  Date: 08/05/2025

  We sincerely apologize for the
  inconveniences you have endured. At Enercare, we strive to provide excellent
  customer service and we regret to hear that this matter resulted in a negative
  experience. We have reviewed your concerns and utilized your feedback to
  identify training and growth opportunities with the involved departments.
  Enercare is actively engaged in coaching & retraining the employee to
  ensure the best possible customer service experience. Our customers’ opinions
  and suggestions are crucial in the process of improving our performance for our
  valued customers like you. 

  We can confirm we have reached out to the customer to apologize, and we have offered a goodwill credit on the account.  We can further confirm we take allegations such as the above seriously, and our teams have been actively investigating this file.

• Initial Complaint

  Date:01/05/2025

  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 have been renting water heater from enercare for nearly 10 years. Recently, they came to inspect the unit due to concerns that the water was not heating properly. However, it became clear that the main objective of the visit was to pressure me into replacing the unit. During this visit, Enercare mentioned that the water heater was in violation of a safety code.
  
  It is important to note that Enercare owns the water heater and is therefore responsible for ensuring that it complies with all safety regulations.
  
  the gaz now is turned off because of the safety ticket ( B not A). Enercare continues to maintain the rental agreement and charge me for the unit.
  
  For context, the safety code they referred to has been in effect for a long time.
  
  I would like to request that Enercare either bring the unit into compliance with the code or, as an alternative, install a new unit that I can own outright. Ive been already paying rental for 10 years, and I believe it is only fair that I have an option that would result in ownership of the equipment, rather than being pressured into continual rental payments.

  Business Response

  Date: 01/05/2025

  We can confirm we have reviewed the customer's account in full.

  We have confirmed to the customer on April 26th, that if they wish to drop off the rental water we honour a $0.00 buyout as a goodwill gesture, however we do require the tank to be returned to Enercare, we have provided the customer with the appropriate reference numbers, and instructions.

  Please note the rental fees will continue until the tank is returned to the Enercare warehouse.

   

  Customer Answer

  Date: 01/05/2025

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

  I took over the water heater rental contract in 2015. I’ve been paying for the rental and support for about 10 years. That is to have peace of mind that I have support. Recently, the old heater was deemed irreparable, and I am eligible to return it at no cost.

   Enercare refused to replace it under the rental agreement. Instead, they insisted I buy a new unit. I even offered to pay the difference between a conventional model and a power vent, but they declined. Despite the fact that Enercare owns the unit and is responsible for its maintenance and replacement, they seemed focused solely on getting me to purchase a new one. It felt like they were actively looking for reasons not to honor the rental agreement. All they seem to care about is making a sale, not supporting their customers.

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

  Business Response

  Date: 05/05/2025

  I would like to confirm that the rental payments do not go towards the purchase
  of the equipment. The Rental Agreement includes our Rental Equipment, the
  installations, maintenances, repairs, inspections, piping and venting,
  emergency services, etc. Our equipment is rented out to you as the lessee, for
  your use and benefit. We can also confirm that Enercare provides various options
  inclusive of rental and purchasing equipment. 

  We can confirm that we have yet to receive the rental water
  heater.  We have provided the customer with
  the necessary information to return the rental water heater.
  
  We can further confirm, once the tank is returned, the original
  contract is null and voided.  Should the
  customer wish to enter into a new contract, a new contract would begin
  including new terms, a new contract date, and a new product.  The customer is not entitled to compensation
  or further discounts should they wish to enter into a new contract.

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because as they stated they should have been responsible for  necessary maintenances, repairs, piping and venting, emergency services, etc 

  they didnt offer any of that , they insisted on offering new one.  

  you installed wrong , you are responsible to fix the situation 

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

  Business Response

  Date: 08/05/2025

  Your position has been carefully considered by multiple
  departments.  I have tried to clearly explain Enercare’s position in
  multiple email communications with you.  Again, I am sorry that you do not
  agree.  However, Enercare’s position remains that it has complied with all
  legal obligations.  You are not entitled to any compensation from
  Enercare. 

  As per our terms and
  conditions, the rental contract ends once an Enercare service technician has
  deemed the tank unrepairable, or the tank has been bought out and the
  applicable termination fee paid, AND the tank has been returned to
  Enercare.  

  I can confirm as the tank has since been returned and deemed unrepairable, we have honoured a $0.00, you are not entitled to any further discounts or goodwill credits.

   

• Initial Complaint

  Date:24/04/2025

  Type:Order 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.

  In Feb 2025, the consultant named **** ****** came to my place to give me the quote for furnace and humidifier. Before me signing on the contract, me and my husband confirmed with her twice if I can keep the humidifier on lease when I decide to buy out the furnace because our intention is to own the furnace and rent the humidifier. Her answer was firm yes, I can do that. And the lease for the humidifier is $5 per month.
  
  In the week of April 14, when I called the customer service to buy out the furnace, I was told I can’t buy out the furnace solely as the furnace and humidifier are on the same contract. I contacted **** on the same day and explained the situation to her. I was very disappointed when she told me it’s not her business. And she even told me a different explanation why I can’t buy out is because the humidifier is very little money to Enercare, so the company wants to sell it as a bundle. She requested me to escalate it to the manager in the end of the call.
  
  I’ve been calling the customer care department to escalate my issue since the week of April 14, however I’ve never got a call back as I was promised. I told my stories over and over but no one seems to care to have the case reviewed seriously. I’ve filed 3 cases on the same issue: Ref#********, Ref#********.
  
  In this situation, I was clearly deceived by the consultant. **** understood our needs but she still put both equipment on the same contract which isn’t allowed by Enercare policy if we want to buy out only one of the equipment.
  
  Due to her lack of business policy training and knowledge, she made a huge mistake on my contract.
  
  Now i request to amend my contract to have both items on separate agreement so i can buy out the furnace. However my request was denied because they refused to do amendment.

  Business Response

  Date: 02/05/2025

  We thank the customer for
  bringing this to our attention. We
  are currently reviewing the customer's account with the Sales Manager, and will be in contact with the
  customer with a resolution. We appreciate the customer's patience and
  understanding while we work to resolve their concerns.

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  According to the message, I understood that Enercare is working on my complaint. Please provide a specific timeline when we can expect a proper response from Enercare. Thank you. 

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

  Business Response

  Date: 08/05/2025

  We confirm that the customer
  has been contacted regarding this matter, and a resolution has been provided. We
  thank the customer for their patience while we worked to get the issue
  resolved. 

• Initial Complaint

  Date:23/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My property at *** ******* **** ************ *** *** *** was sold on June 20th 2024. I have contacted Enercare every month to try and get this account closed and all bills reversed/resolved, I have sent them multiple emails. I have even had to get my sale lawyer involved by sending them email/letter to stop my account billing after June 20th, 2024. But all I am getting from Enercare after sending them multiple times my sales documents that this is a back end computer issue and they are trying to resolve it. But its been 10 months now. I don't know what system they are working on but it doesn't take that long to sort a computer issue.
  I am afraid if they don't sort their error that i may suffer by them sending to collections and causing my credit score to be affected.
  Any assistance you could render would be greatly appreciated.
  Thank you.

  Business Response

  Date: 28/04/2025

  We sincerely apologize for the inconveniences you have
  endured. At Enercare, we strive to provide excellent customer service and we
  regret to hear that this matter resulted in a negative experience. We have
  reviewed your concerns and utilized your feedback to identify training and
  growth opportunities with the involved departments. Enercare is actively
  engaged in coaching & retraining the employee to ensure the best possible
  customer service experience. Our customers’ opinions
  and suggestions are crucial in the process of improving our performance for our
  valued customers like you. We can confirm this issue has already been rectified.

  Business Response

  Date: 28/04/2025

  We sincerely apologize for the inconveniences you have
  endured. At Enercare, we strive to provide excellent customer service and we
  regret to hear that this matter resulted in a negative experience. We have
  reviewed your concerns and utilized your feedback to identify training and
  growth opportunities with the involved departments. Enercare is actively
  engaged in coaching & retraining the employee to ensure the best possible
  customer service experience. Our customers’ opinions
  and suggestions are crucial in the process of improving our performance for our
  valued customers like you. We can confirm this issue has already been rectified.

  Customer Answer

  Date: 28/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and a response from executive team has provided a resolution of closing my account and no outstanding bill which is satisfactory to me.

  Thank you.

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

  Customer Answer

  Date: 28/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and a response from executive team has provided a resolution of closing my account and no outstanding bill which is satisfactory to me.

  Thank you.

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

• Initial Complaint

  Date:23/04/2025

  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.

  On March 18, 2005 I had my home gas meter changed by a contractor. I was advised there was corrosion on the top of my water heater and it should be checked. The water heater is a rental so I called Enecare to look at the problem. Two technicians from Enercare came and took care of the problem. The technician advised me of Enercare heating and air conditioning maintenance program. I advised him that I would have to think about and he gave me a number to call if I was interested. I decided that I wasn’t interested. On April 10th I received an e-mail from Enercare advising that I taken both the Furnace and Air Conditioning maintenance plan. On April 15th I contacted Enercare billing dept. The male I spoke to advised that I did indeed have both plans. I advised him that I wanted the plans cancelled as I had not signed up for them. He advised he couldn’t do anything and his supervisor would contact me within 72 hours. No one has contacted me. I am a retired police Detective Inspector so I did some asking around and understand that this has happened to others. This seems to be a pattern of behaviour by this company.. All I want is notification from them by e-mail stating both plans have been cancelled and I don’t want to spend hours on the phone trying to do it.
  My Enercare account number is ************

  Business Response

  Date: 01/05/2025

  We
  thank the customer for bringing this to our attention. We have reviewed the
  customer’s account and confirm that the Heating Protection with Maintenance Plan, and the Cooling Protection with Maintenance Plan were cancelled on April 15th, 2025, as per the customer’s request. We also confirm that the customer currently only has a rental Water Heater with Enercare. We sincerely apologize to the customer for any inconvenience
  caused. Coaching and process improvement opportunities identified in the
  customer’s case has been sent to the appropriate departments to review and
  address accordingly.

  Customer Answer

  Date: 01/05/2025

  
  
  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,
  
  
  
  ***** ****