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

1,127 total complaints in the last 3 years.
671 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: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.
In November I called to cancel my enercare protection plan. At that time they offered me 6 months free if I stayed. I took time to think about it and called back in Dec as my plan renewed Jan and accepted the offer. To date I am still being billed even though I call every month and they assure me the offer was approved and it will be applied to the next month. I did not pay March and am now in collections. Tonight I called again and the person looking at my account verified again that it states on my account that the offer of 6 months was approved on Dec 27, 2024 so he has no idea what is going on. he transferred me but to collections who could not help me and then put me hold and then hung up on me as it became 8pm and their phone assistance closed at 8. I can not continue to deal with this every month and now being in collections will hurt my credit. Please advise what I need to do next to resolve this if you can. 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 have investigated the customer's concerns and we can confirm that thier issue has already been resolved.
Customer Answer
Date: 30/04/2025

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:17/04/2025
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.
Since 2013 I have been paying for two water heaters and I only have one. In 2013 I enchanged my water from an Enercare to a ******** water.
Heater. ******** never produced a RMO. I got ******** to send an email to replace the RMO but Enercare is not accepting the email for the RMO. I discovered In Oct 2024 I had been paying for two waters and heaters. The RMO was not my responsibility it was up ********. ******** indicates that so much time has gone and they have changed systems so they cannot produce the RMO. The amount owing to me is approx 2400.00 as a result of a 600.00 credit. Now they want an additional 683.00 dollars to close the account. Management was to call me back but they have failed to do.
Business Response
Date: 21/04/2025
We have reviewed the customer’s account and confirm that we have
no record that the rental water heater was removed or returned to Enercare. Further, we have no information that the
water heater was replaced by the customer. 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 and in order to stop the
monthly rental charges on their account. This charge will appear on the
customer’s bill in 1-2 bill cycles. Based on the information we have on file;
the rental charges are valid and therefore, we will have to decline the
customer’s request for a billing adjustment.
The customer must contact ******** directly if they have any further questions or concerns as ******** did not return the water heater to Enercare.
Initial Complaint
Date:14/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My hot water tank broke in feb 2025. It took 5 visits from technicians to get it replaced. I rent my house and when i booked the appointment enercare said they needed to talk to my landlord first. My landlord gave the go ahead but when the install date came around, they told me i had to pay for the replacement tank. I connected them with my landlord again to take care of the billing. Enercare billed me instead, over $500. I called to inquire about it, they told me they couldn't credit my account for several months and i would still have to pay the 500 then wait for a credit to apply to my upcoming bills. I asked for someone to call me to discuss as this is not a viable option. Enercare does not offer calls to clients and has sent me to colllections over this unpaid amount that is not billing i am responsible for as it was an error on their behalf. I wasn't given information about who to contact directly to resolve this and was threatened with legal action if i didn't pay my bill however, this bill is not something i should have been charged for and i literally just want it credited on my account and co.pensation for the hours ive spent on the phone. This company operates like a **** system where you get the runaround until you give up and pay just to be done with it and its terrible. If im being sent to collections, thats going to reflect on my credit and thats so wrong because its their doing.
Business Response
Date: 18/04/2025
We thank the customer for bringing this to our attention. We have reviewed the customer account and confirm that our billing team
corrected the billing error, and a billing adjustment has been processed to
reverse the service charge. We also confirm that the customer currently has a credit
balance on their account. We sincerely apologize to the customer for any inconvenience caused. The customer should see the billing updates in 1-2 billing
cycles.
Initial Complaint
Date:11/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 18 2024 23 bought move in ready R2000 home, We love the house everything is good except the Rental tank from enercare. Everyday when ever we want hot water in our bathrooms we have to waste lot of cold water. This is not good for environment. This is not helping the builder reputation. Enercare does not care for us. I hope with your help and guidance this issue can be resolved. I also get there technician to check he told us to get immediate water you have to install a gadget worth $1500. Please help us.
Business Response
Date: 28/04/2025
Good afternoon Mr. *****,

This correspondence confirms Enercare¿s final position regarding your ongoing concerns.

Your contract has been reviewed by the appropriate internal departments, and Enercare maintains that it is valid and enforceable. While we acknowledge that you do not agree with our position, it has been clearly communicated to you on multiple occasions.

As previously outlined, Enercare extended a goodwill, without prejudice offer to you. That offer remains available to you.

Please note that Enercare is not offering removal of the equipment at no cost. Absent your confirmation of intent to proceed based on the terms already communicated, this will be the final correspondence you receive.
Initial Complaint
Date:09/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Enercare has incurred collections charges on my behalf for there own wrong doing and they fail to resolve this urgent matter.
Business Response
Date: 09/04/2025
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.
I can confirm a credit of $357.08 tax included has been applied to your account ($158.00 X 2 months plus HST). I can confirm there is still a valid balance owing on the account of $39.97 taxes included.
Customer Answer
Date: 09/04/2025

Complaint: ********

I am rejecting this response because: i am glad that credit promised has FINALLY reached resolution however what about the Water Tank that i am still waiting to be replaced and the mention that the hvac equipment makes to much noise? Enercare failed to mention the extremely loud noises this equipment makes for such a small space i have. I was unfairly sold a furnace system that is unusally loud! For such a small space operation should be quiet and efficient. It has been a nightmare living in my own home for the last 2 months causing me severe anxiety and stress.

Sincerely,

***** ****** *******
Business Response
Date: 11/04/2025
We can confirm the customer does not have a pending water heater exchange, nonetheless a member of our Planning Team will be in contact with the customer in the next few days to schedule a technician to inspect her Air Handler, and look into booking/creating a water heater replacement (if the customer is eligible)
Customer Answer
Date: 17/04/2025

Complaint: ********

I am rejecting this response because: first and foremost i have proof , name of technician date and time asking when i would be available to replace the water heater which was the original arrangement with Enercare. They have yet failed to contact me to make any form of arrangements even now reaching out to place a complaint. They continually make false promises, they were and are NOT transparent about the service they sold me. I own a nearly 700 sq ft home and this equipment is simply NOT appropriate which is leading to serious consequences. This is very damaging and i feel this company has no integrity towards there customers and should acknowledge that There is a discrepancy between what I was told previously and what appears to be the case now!

Sincerely,

***** ****** *******
Business Response
Date: 28/04/2025
We can confirm the customer's
furnance has been inspected and is working to code and manufactuer's
specificaitons.
We
can further we have called the customer twice and left voicemails, should the
customer wish to contact us directly our phone number and hours of operation
are posted below
************
EXT **** MON - FRI FROM 8AM - 6PM AND SAT - SUN FROM 8AM - 430PM.
We can confirm we have not heard
back from the customer regarding completing the terms and conditions for the
new rental water heater.

I can confirm a credit of $357.08 tax included
has been applied to your account ($158.00 X 2 months plus HST). I can
confirm there is still a valid balance owing on the account of $39.97 taxes
included.
Customer Answer
Date: 02/05/2025

Complaint: ********

I am rejecting this response because: all false information. I have called back and was told there system was down and would call me back and NEVER did. I also made payment. ALL FALSE information , this company is a **** and am very disappointed how this is permitted to continue.

Sincerely,

***** ****** *******
Business Response
Date: 06/05/2025
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. Despite that position, Enercare has made a goodwill, without
prejudice offer to settle your complaint. Unless you are interested in
accepting that offer, this will be Enercare’s last communication with you
on this matter
*** *** *** ******** ***********, we can confirm the credit has been posted to the customer's account. We have asked the Planning Team to reach out to the customer one final time, if not the customer has the direct phone and is welcome to call back directly when it is convenient for the customer.
Customer Answer
Date: 30/05/2025
I have brought up issues about service with Enercare in the recent past. I would like to add that a technician has come to the property after the complaint on May 9 stating they would get back to me and still nothing. I have mentioned numerous times that this equipment makes to much unecessary noise, and nothing has been resolved. Also another technician came to replace the tankless water equipment and he was very unprofessional. On May 13 he made attempts that made me feel very uncomfortable and awkard, asking me if he could join me for dinner and being flirtatious with me. This company has zero ethics and very disreputable !!

Sent from ***** ****** ******* (************************)
Business Response
Date: 02/06/2025
We can confirm our techs have attended the property and verified that the Air Handler Unit is working to code and there is no noise coming from the unit.
In regards to your second allegation, Enercare
takes customer satisfaction very seriously and that we do not tolerate improper
behaviour from our technicians. Please indicate that we will investigate and
take appropriate actions.
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. Despite that position, Enercare has made a goodwill, without
prejudice offer to settle your complaint. Unless you are interested in
accepting that offer, this will be Enercare’s last communication with you
on this matter.
Customer Answer
Date: 08/06/2025

Complaint: ********

I am rejecting this response because: I initiated this complaint because i am a victim of dishonest service. I live in a very small space and this equipment is not SUITABLE, no mention of it not working as Enercare keeps stating. I should NOT have to live in my own home that i work hard to maintain in such discomfort. The noises that this equipment makes was NOT stated by the original technician, and they keep ignoring that as the main problem. The company being a ***** and not providing positive customer service is simply the approach of this company because they are negligent in what the true issue i originally presented. This equipment is loud and not suitable and they Failed to mention that because they are all about selling a product and NOT a service. So again for the last time i am placing this complaint because equipment is NOT suitable and should have been replaced NOTHING about it not working was mentioned. I am truly appalled how this has become a problem i need to deal with and experience in my daily life!

Sincerely,

***** ****** *******
Initial Complaint
Date:08/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Enercare business practise. re buyout of rental hot water heater
Enercare Furnace Protection Plan
The buyout of hot water heater is done was forced to pay via credit card? and I know why because they think they can enforce the Furnace protection plan as a yearly plan which I DID NOT SIGN OR AGREE TO?
The number of complaints I see on the internet is not acceptable for the regulatory business/government to do something about Enercare business practise?I told Enercare thatI paid my final bill and don't owe them anymore money.
Business Response
Date: 08/04/2025
We thank the customer for bringing this to our attention. We have reviewed the account and identified that after the termination of the rental water heater agreement has been processed, there is still a valid balance of $37.82 (taxes included).
As a gesture of goodwill, we have gone ahead and added a goodwill credit to reduce the balance owing to $0.00, and we have gone ahead and terminated the furnace protection plan and waived the otherwise mandatory bill-out fee.
Customer Answer
Date: 08/04/2025

Complaint: ********

I am rejecting this response because: Enercare advised me on April 7, 2025 and on April 8, 2025 that the buyout for the Hot water Tank is $313.01 this was including Tax and insisted that this buyout was only possible via credit card, they would not accept paying via online banking or taking my Bank Debit Card. In order to facilitate the buyout I finally agreed to pay with my **** Credit Card. The credit card charge number +1********** ON for $313.01 on April 8/25. I got an e-mail within 1 hour from Enercare - Thank you for making a payment order Date: 4/8/2025 Billing Account Number: ************ - Payment Reference ID: **********. I insisted on an invoice and got this without mentioning the amount paid or in reference to the Hot Water Tank buyout even though they insisted it had to be done via credit card now? Enercare recorded my/our telephone conversations for 2 hours on April 7 and April 8. So there is no doubt that the Hot Water Tank buyout is $313.01 including Tax. Plus why would Enercare insist that I pay the buyout for the Hot Water Tank with my credit card and not charge the appropriate Tax for it? I think the tax laws are that any charge for service or material are charged at the same time?

Sincerely,

***** **********
Initial Complaint
Date:08/04/2025
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.
When we purchased a house, Enercare mistakenly created an account for a business (******* ********** *********) attributed to our address. When we noticed the bills coming in, we notified Enercare, and they ensured we had access to our proper account. We bought out our rental agreement, and closed our proper account. That account is closed with no outstanding payments.

We are still receiving bills for this ******* ********** ********* addressed to our private residence. This is entirely incorrect. That account, which Enercare CONFIRMED we are not responsible for, now seems to be getting notices from the Enercare collections department.

We have repeatedly called Enercare requesting they correct this, and have both provided both written and verbal confirmation that not only are we not responsible for anything ******* ********** ********* addressed Institute, but also that we will not receive any notifications regarding this account.

They continue to send late payment notifications to our address titled to ******* ********** *********. We are concerned that their lack of care will result in them sending the account to a collection agency, which will wrongly hold that payment against private residence.

We need assistance reaching someone in Enercare who can simply do what they’ve said has been done; stop associating this account wrongly with our address.

Our property is in no way associated with ******* ********** *********. Enercare made a mistake, and they have yet to correct themselves.
Business Response
Date: 08/04/2025
We thank the customer for bringing this to our attention. We have reviewed the account and identified that due to a clerical error, the customer continued to receive monthly charges after the rental water heater contract was terminated. We sincerely apologise for any inconvenience caused. The error has been corrected and a billing adjustment has been processed on the customer’s account to reverse the extra charges, and we have gone ahead and deactivated the billing account as the account balance is $0.00.
Customer Answer
Date: 08/04/2025

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:07/04/2025
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.
So we bought house with water heater rental, since beginning it was problem to create account for us so we were paying for rental to previous owner account. Company was aware of problem and after creating account for us they suppose merge two accounts. Finally we bought water heater and pay remaining balance which we provide through our banking statement and even employee said when they merge two accounts balance is zero.
We still getting mail with owning balance which we already pay in full. Each time we talk to someone they averse of the problem and still sending us overdue warnings
Business Response
Date: 07/04/2025
We have looked into the customer's billing account and we can confirm the charges posted as valid charges:
- the customer had rental fees from August 29th (the customer's move in date) until February 19th (the date the customer bought out the RWH) equal to $250.23 +
- the rental termination fee equal to $1,583.13
for a total of $1,833.36
the customer has made payments on the account equal to $1,798.41, which leaves a valid balance of $34.95 owing on the account.

As a goodwill gesture, on a without prejudice basis, we have gone ahead and issued a bill credit for the valid remaining charge.
Customer Answer
Date: 08/04/2025

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:07/04/2025
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.
Submitted a move request Aug 12 2024 (move date Aug 23 2024). Provided them with all required information, and heard nothing from them regarding any issues. Find out the move request was never processed, so they kept charging me for the old address. In November I was told the issue was fixed, and that I would receive credit for the charges for the old address from Aug 23 to Nov 8 2024. As of yet, no credit has been received, despite the multitude of calls and emails. They only started responding to emails after threatening to report them. I have also told them to close the account, as I am fed up with fighting with them for a credit they owe me, and they refuse and keep coming up with something to delay/prevent it from happening. They finally have the correct address on file with the correct charges (as of Dec 8 2024 bill), but they refuse to credit. They kept delaying and refusing, and kept charging. Right now, what they have charged me since November has added up to what they owe me, yet they still refuse to do anything. I want the account closed and want nothing to do with them.
Business Response
Date: 12/04/2025
We thank the customer for bringing this to our attention. We are
currently reviewing the customer's account and will be in contact with the
customer with a resolution. We appreciate the customer's patience and
understanding while we work to resolve their concerns.
Customer Answer
Date: 12/04/2025

Complaint: ********

I am rejecting this response because:
This is the same response I keep getting over and over again, along with excuses. This issue was supposedly resolved back in November (* ******** *** ********** ** **** *****), and have been waiting for the credit since. I am fed up with the incompetence and this being dragged out. At this point, just keep the credit and just close the account. I will not accept any other resolution. Stop dragging this out just so you can keep charging me.

Sincerely,

***** ********
Business Response
Date: 25/04/2025
We have reviewed the account and identified that due to a system error
the customer continued to receive rental charges after the move request was
processed. We sincerely apologize to the customer for any inconvenience caused.
Our billing team is in the process of correcting the error, and a billing
adjustment will be processed on the customer’s account to reverse all the extra
charges. The customer should see the billing updates in 1-2 bill
cycles.
Customer Answer
Date: 30/04/2025

Complaint: ********

I am rejecting this response because:
That is exactly what was said to me back in November 2024, when this supposed "system error" was supposedly "resolved". No credit or reversal of charges ever occurred, despite how much I tried to get Enercare to resolve since. Hence why we are at this stage.
Also, I want this account CLOSED! Stop dragging things out, and spouting the same response over and over again that I've heard since November. I want nothing to do with Enercare.
CLOSE THIS ACCOUNT AND STOP DRAGGING THINGS OUT

I will NOT accept any other resolution!!! What part of that do you not understand??

Sincerely,

***** ********
Business Response
Date: 13/05/2025
We confirm that the move request for ** ***** ****** **** was successfully completed; the rental water heater has been transferred
to the new owner at this address. A billing adjustment was processed to credit
you the extra charges. We also confirm that the customer is currently billing under the same account number (************) for a different
Water heater at a different location (** ******** ** *). Based on the
information we have on file, we confirm that these charges are valid and you
are responsible for payment. As such, we are unable to close this account
unless the customer buys out the rental water heater. Please note, Enercare received notification that the customer assumed
the contract for the rental water heater upon the purchase of the home (** ******** ** *). As such, the rental account was transferred to them at that
time. Enercare is not privy to any of the negotiations between the customer and the
seller but understands that the rental was listed on the purchase and sales
agreement. If the customer had any concerns with respect to the rental items in the
home, we would expect that they addressed those concerns with
the seller prior to purchasing the home. If the customer is disputing that you
assumed the rental contract, we will ask that they please provide us with the
relevant portion of your Purchase and Sale agreement for review; in particular,
the section relating to rental items in the home (This is found on section 6 in
the standard **** form). If the rental water heater was not disclosed by the
previous owner, we will make the necessary changes on their account and reverse
all the rental charges.
Customer Answer
Date: 22/05/2025

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.
Enercare emailed me with the same response as provided through here, but also appended to it with an offer, which is the reason for accepting the resolution. A screenshot of that response is included.
Also, since the latest respondent from Enercare did not seem to read the original complaint, this was not in regards to issues with the rental agreement. The issue was Enercare's FAILURE to process the move request (yet charge me cancellation of plan..which was on the move request, ** **** ** **********), and once supposedly corrected in November, Enercare FAILED to provide credit for charges made to me for an address I moved out of. Yet Enercare instantly back charged me for those same months for the new address. Enercare charges instantly, but refuses to credit. THAT is the issue, and I am not alone on this.
And than you for mentioning the Competition Bureau, as it reminded me of your recent investigation with them regarding your lucrative business practices.
I expect Enercare to fulfil their offer, as it is likely the best I will get in lieu of the credit owed.
If Enercare fails to honour, I will submit a complaint again and/or escalate further.

Sincerely,

***** ********
Initial Complaint
Date:01/04/2025
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.
Details of My Complaint:
• Enercare
• Account Number: #************
• Date of Issue: Feb 12, 2025
: Enercare had contacted me to request I upgrade my water heater which, while working fine, was old posing a risk of malfunction. Both my plumber ********* ******** Inc and the City of ****** were told to arrive 8am - noon on two occasions and Enercare arrived at 4pm. In these instances my plumbing company charged me for 10 hours of wait time and taxes totalling $1,412.50 (Enercare confirmation #********) . I also paid an Enercare monthly bill for $47.69 and was told it would be refunded in 2-3 billing cycles (Enercare confirmation # ********); yet I am not allowed this time period to pay my bill. Further as a single senior I had to dip into my high interest savings and have lost $70.61 per month over February and March in lost interest payments. This totals $1,601.41 in charges due to Enercare not providing services and the costs I incurred as a result. Enerecare was contacted several times between February 12, 2025, with proof of payment of Plumber’s bill sent via email on February 16 & 17, 2025. Further email correspondence occurred February 24 when I rejected the 2-3 billing cycle wait time to be refunded the cost of my monthly bill. I further called Enercare’s Escalation Team on March 14, 2025 and was told the Field Manager would respond to me within 72 hours; no response was received.
• Enercare’s Response: Enercare’s response was to transfer me from one person to another multiple times leaving me waiting on hold for over 1.25 hours, each one claiming to be the person who can make a decision and ultimately I’m told the decision maker is not available. The call back from the “Field Manager” never comes. Their interactions are unhelpful and I now find myself requiring your assistance to reach a fair resolution.

J**** ****** ************ * ******** ****** ******* *** ***
Business Response
Date: 06/05/2025
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 a goodwill billing adjustment has already been processed to offer the customer a month credit on the rental water heater. We can further confirm we have resent the customer's documents to our management for further review.
Customer Answer
Date: 06/05/2025

Complaint: ********

I am rejecting this response because: f Unsatisfactory Resolution

Dear Enercare,

Thank you for your response. Unfortunately, offering a one-month credit on an account that no longer exists (as the water heater was returned in February 2025) is not an acceptable resolution.

I am seeking the full repayment of $1,601.41, as detailed in the documentation I previously provided. This credit offer suggests the review team has not properly reviewed the evidence and circumstances of my complaint.

If Enercare does not refund the full amount directly to my personal account within 10 business days, I will escalate this matter further — including filing complaints with Consumer Protection Ontario, and the Ontario Human Rights Commission, if applicable.

Please confirm receipt of this message and provide a timeline for repayment.

Regards,
***** *****
Business Response
Date: 09/05/2025
We have reviewed the customer's invoice thorough, and we can confirm that they are delays from a curb stop and other necessary work that needed to be completed (unrelated to Enercare).
We have highlighted the ******** invoice which confirms the total costs incurred from Enercare is $375.00+HST, as a one time gesture we are willing to refund $375.00+HST. Please note we cannot refund any costs that are valid, nor can we issue a refund for any non-Enercare related costs.
Customer Answer
Date: 14/05/2025

Complaint: ********

I am rejecting this response because: To clarify, the charges I am requesting are not estimates or assumptions. They are documented invoices from my licensed plumbing contractor, who billed for 10 hours of technician wait time that resulted from Enercare not being present or prepared at the scheduled time post curb stop delay.. These are real, time-stamped charges for labour that would not have been incurred had Enercare fulfilled its responsibilities promptly.

In addition to this, I have provided documentation for an Enercare bill I paid on the day the water heater was removed, and I am also seeking reimbursement for interest lost on my investment account for the extended period of service disruption. Two additional months remain unaddressed in your calculation. as you have taken in inordinate amount of time to rectify this matter.

I want to be clear: these are non-negotiable charges that I was forced to absorb due to Enercare’s failure to act within a reasonable timeframe. While I appreciate the gesture of goodwill, the amount offered does not adequately compensate for the out-of-pocket expenses caused by Enercare’s delays.

I request that Enercare reassess this matter in good faith, considering the full documentation I have already submitted. I remain open to resolving this amicably but require a fair and complete reimbursement based on the actual, verified costs.

Regards

***** *****
Business Response
Date: 15/05/2025
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. Despite that position, Enercare has made a goodwill, without
prejudice offer to settle your complaint. Unless you are interested in
accepting that offer, this will be Enercare’s last communication with you
on this matter.

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