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

• 

  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

• 

  EnerCare Home And Commercial Services Limited Partnership

  50 Frank Nighbor Place Kanata, ON K2V 1B9

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:31/03/2025

  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 had Enercare service my furnace in fall of 2023 or 2024. Apparently there was a clause in contract stating first six months maintenance free. I didn’t cancel within the six months and have been getting a monthly bill ever since. I have never had any service since that one appt. I have sent back the bills each month requesting cancellation of account and have called on numerous occasions without success. Last month I called again, I was referred to many depts trying to resolve issue, i.e. the moves dept, the saves dept, etc. I finally talked to I believe the name was Het, who said I would receive call back. I did receive call back and was told my account would be adjusted and cancelled. Today I rec’d another monthly bill. This is going into second year of monthly bills. I don’t know what to do next. Can you please help me. I lost my husband during this period and advised them of name change on account. I even sent a death certificate. Sent to mailing address on bill * * *** **** *** * ******* ** *** ***

  Business Response

  Date: 04/04/2025

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that a billing adjustment has been processed to reverse the invalid charges on the account. It will take 1-2 billing cycles to reflect an account balance of $0. We also confirm that a new billing account has been created under customer’s name. However, the credits pertaining to this matter will be applied under the customer’s late husband’s name as the account was set up under that name. We apologize for the inconvenience and assure that all future billing after this will be under customer’s name. We thank the customer for their patience and understanding on this matter.

  Customer Answer

  Date: 08/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the company, Enercare, is cancelling the account under my husbaband’s name and creating a 
  new billing account under my name.  I do not want any account with this company.  I want all future accounts cancelled and any pending charges reversed.    I have tried unsuccessfully to resolve this situation over 2 years and feel any pending charges to be unjustified.46
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/04/2025

  We reconfirm that the billing
  adjustment has been processed to customer’s late husband’s name. The customer
  should see the billing updates on this account in 1-2 bill cycles. The account balance should reflect $0. As
  previously explained, we created a new account under customer’s name as
  customer advised that they want to change the name on the old account. We advised that we cannot change the name on
  the old account as it created under the customer’s late husband’s name. As
  such, we created a new billing account under customer’s name for any future
  billing, if needed. However, we can confirm that the customer has no products currently
  with Enercare and nothing will bill under this account at this time. 

  Customer Answer

  Date: 09/04/2025

  
  
  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:31/03/2025

  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.

  We moved cities in summer 2024, right when Enercare started direct billing and payment could no longer be made via ********. Notice to make the switch came a few weeks before the sale of our home. Nevertheless, we made an Enercare account and immediately submitted all required move documents (dates, realtor info, lawyer info, and copes of the sale agreements). We also advised the people who bought our home to register with Enercare.
  
  Our first problem is that we continued to be charged for a hot water tank rental at our former home, after the date of sale. This lasted for a number of months. To avoid any potential credit issues, we paid for the former hot water tank rental. Numerous phone calls never resulted in a resolution and we simply got bumped around between billing and the move department. We were never issued a refund.
  
  Our second problem was at the new home. We were happy to see the hot water tank rental was with ********. We were surprised when we started receiving Enercare charges for a hot water tank rental. Again, this resulted in multiple calls. During one call, Enercare said that they had records of the hot water tank being removed in 2019 and we shouldn’t have been charged. I was routinely told the bills should stop coming, but they haven’t.
  
  At the beginning of 2025, we got a letter saying we must pay or the account will be sent to collections. We called and despite having records saying the tank was removed in 2019, they insisted on sending someone to verify. We made an appointment and the technician attended, verifying the tank we have is NOT Enercare’s. They said after verification, the bills would stop, but almost three months later, and we are still receiving bills for equipment we never owned! Equipment they ************ charged the former owners for over a period of years!
  
  The customer service was awful. I could never speak with a manager and got contradictory advice. We were routinely promised resolution but have yet to see anything.

  Business Response

  Date: 04/04/2025

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account at their current address and can confirm that there have been invalid charges to the customer’s account due to a system error. We sincerely apologize for this error and for any inconvenience caused as a result of this situation. We have made the necessary correction to customer’s account. The account balance now has a credit balance of $9.07 to zero the final bill of $9.07 invoicing on April 22, 2025. The customer's account will reflect $0 within 1-2 billing cycles. We have reached out to customer to advise of this. In addition, we have also requested for more information pertaining to customer’s previous address. We are waiting to hear back from the customer. 

  Customer Answer

  Date: 14/04/2025

  
  
  Complaint: 23136391
  
  
  
  I am rejecting this response because:

  -I have not received full resolution. 
  

  -I provided my old address as requested and am awaiting a response from Enercare, so that I may receive a refund for the charges paid for my former property after it was sold and I moved.

  -I find it difficult to believe that Enercare cannot search their databases with my name, my email, and/or my phone number (all of which remained the same pre and post move), to find the property which used to be owned by me. This is disappointing and shows poor customer service. Additionally, all move documents were emailed to them and online forms filled out. Where exactly has this information gone? Sale and purchase agreements hold incredibly personal information. It seems as though Enercare cannot seem to ensure that these documents are properly stored. 

  -I also would like confirmation that my ** ****** *** bills were not sent to collections. As mentioned in my complaint to BBB, we received a collections letter. I pride myself on maintaining a very high credit score and paying bills on time. I am seeking reassurance that collections has not, and will not, be contacted. 
  

  -Frankly, due to the amount of times I called, was told inconsistent information, was not allowed to speak with a manager, until a refund is received and confirmation that Collections has not, and will not be contacted, I am hesitant to close the complaint. I am grateful for BBB’s assistance because otherwise Enercare would likely have not responded adequately as evidence by their past actions. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 17/04/2025

  We reconfirm that the customer's account has been resolved. Please note that the most updated bill available on the customer's account is from March 22, 2025 and the bill that the customer presented was invoiced Feb 22, 2025, which is an inaccurate reflection of their current account balance. There is currently a credit balance of $9.07 to zero the final bill invoicing April 22, 2025. We have also communicated with the customer through email to obtain verification of their previous address. We must obtain confirmation of the address prior to making any adjustments to ensure we are working on the correct account. We have processed the refund needed pertaining to this address and have confirmed this with the customer. The customer should receive the refund within 2 weeks. We thank the customer again for the opportunity to address their concerns. 

  Customer Answer

  Date: 24/04/2025

  
  
  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:31/03/2025

  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.

  I am writing to formally raise a complaint regarding Enercare, a water heater service provider, due to their continued unauthorized deductions from my bank account despite the buyout of our unit on February 11, 2025.
  
  We were eligible for a payout as early as July 2024, yet Enercare never informed us of this eligibility. Furthermore, we had a credit of $110 as an incentive when the buyout was processed. However, not only has Enercare wrongfully taken away this credit, but they continue to withdraw payments from my bank account even after the buyout.
  
  We have called Enercare multiple times to resolve this issue, but their customer service has been extremely unhelpful. On several occasions, their agents have hung up on me, refusing to provide clear answers or process the necessary corrections. Given these challenges, I request that call records be reviewed to verify our repeated attempts to address this matter.
  
  This situation is unacceptable, and I am seeking immediate intervention from your office to ensure that:
  
  Enercare ceases all further withdrawals from my account.
  
  A full refund of any unauthorized charges post-buyout is processed.
  
  The $110 credit is honored as originally promised.
  
  An investigation is conducted into Enercare’s customer service practices, including reviewing call logs where agents have disconnected my calls.
  
  I would appreciate your prompt attention to this matter, as it is causing unnecessary financial and emotional distress. Please let me know the next steps your office can take to address this issue.
  
  Thank you for your time and support. I look forward to your response.

  Business Response

  Date: 03/04/2025

  We thank the customer for bringing this to our
  attention. We
  can confirm that the customer was 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. 

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: ********
  
  
  
  I appreciate Enercare's offer to reimburse the recent bill; however, I must express my concerns regarding the company's internal processes related to water heater buyouts. I was eligible for a buyout as of July 2024, yet I was not informed of this option. Consequently, I continued to be billed until February 11, 2025, resulting in approximately $300 in charges during the period I was eligible for a buyout.
  I respectfully request that Enercare review and enhance its internal procedures to ensure that customers are promptly informed when they become eligible for a buyout. This proactive communication would enable customers to make informed decisions about whether to proceed with a buyout or continue with the existing service.
  Furthermore, I request reimbursement for the approximately $300 charged between July 2024 and February 2025, during which I was eligible for a buyout but was not notified.
  I trust that Enercare will address these concerns promptly and take the necessary steps to improve customer communication and rectify the charges incurred during the aforementioned period.
  Thank you for your attention to this matter. I look forward to your response.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 11/04/2025

  We confirm that as per the terms and conditions of the rental
  agreement, it is the customer’s responsibility to contact Enercare if service
  is required or if they wish to buyout the rental equipment. The customer contacted
  Enercare on February 11th, 2025, and a buyout was processed as
  requested; the mandatory buyout charge and the outstanding balance the customer
  had on their account were waived as a goodwill gesture. Based on the
  information we have on record; we will have to decline the customer’s request
  for further refund. 

• Initial Complaint

  Date:28/03/2025

  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.

  I had a plumbing emergency and contacted enercare for plumbing assistance as my basement was flooding and while they were arranging for a plumber they attempted to sign me up for a monthly program of enercare insurance on a furnace, of $23.16 per month, at the same time my wife reached a plumber on route from another contractor, I told enarcare if they didn’t have plumber on route to cancel as I had one on route for the emergency, they submitted the enarcare to my address for a plumbing insurance regardless of my canceling, seemed like they were opportunistic during an emergency to try and sell me something intact with our address they also tried to change my existing ********** gas account to Enercare, I am considering paying the first month to prevent collection but don’t want this high pressure selling during an emergency

  Business Response

  Date: 03/04/2025

  We thank the customer for bringing this to our attention. We
  confirm that the customer’s plan has been cancelled
  and that the mandatory bill-out charge has been waived. The customer can disregard their March bill. A billing adjustment
  has also been processed to reverse the recent charges on the customer's bill. The
  customer should see the billing updates in 1-2 billing cycles.

• Initial Complaint

  Date:28/03/2025

  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 took possession of a new built home *** ****** ********* ******. I was told by Enercare after purchasing the home before closing that I can buyout the water heater on the closing day. I called them using the number they provided. After 1 hour of waiting and 5 transfers speaking to 5 different agents, being asked the same questions, I still cannot proceed with the purchase. They just kept me waiting. The email contact builder gave me was ***** ******** who promised the buyout is as simple as a call. This is not true at all.
  
  I choose to buyout the first day because I don’t want to receive monthly bills. It seems Enercare is not making buying out easy so that they can continue charging customers.
  
  I would like Enercare to contact me for an easy answer how to buyout and setup the procedure for me.

  Business Response

  Date: 03/04/2025

  We thank the customer for bringing this to our
  attention. We have reviewed the customer’s account and confirm that the buyout was completed on March 28th, 2025. The customer's rental contract is currently in cancelled status. The customer does not have any active products with Enercare.

  Customer Answer

  Date: 08/05/2025

  I moved from my old address to a new built. I informed Enercare 2 month before the move and gave move out date. According to Enercare, everything was set up correctly. Then I moved into the new home, bought out the water heater through an agent the day after new home closing date, received the invoice email saying I paid the full amount of the heater. If everything works correctly, I should receive a final bill for old address with a fee days of service charge. I should also receive a separate bill for the new address where only 2 days of service should be charged. In reality, I received a email bill for the old address account, saying I need to pay $4698.42. This is apparently wrong. They have mixed my new account with old account. The buyout payment was $4689.50. Somehow Enercare mistakenly added buyout charge with some days (until move out date) of service charge. What is more: I logged into old account but cannot even open the bill and pay any amount. It keeps giving error saying I need to contact Enercare. The old account number is ************* My new account also received a bill, but it charged me 4 days of service instead of 2 days. And it automatically applied my paid buyout amount $4689.50 as credit. So my new account has over $4600 of credit while the old account has $4698.42 balance owning. The new account number is ************. There is no email I could find to contact Enercare and their customer service call center is not helpful. Enercare should resolve billing errors. Remove buyout amount $4689.50 balance from the old account, reopen billing session so that I can pay the correct amount (a few days of service charge). Apply the buyout charge to the new account, so that the new balance of the new account is only 2 days of service charge.

  Business Response

  Date: 14/05/2025

  We have reviewed the customer's account and confirm that our billing
  team has corrected the billing error. The customer's old account and the new account will
  have a zero balance. Please
  allow 1-2 bill cycles for the billing updates to reflect on the customer's bills. Both accounts
  are now settled.
  We
  sincerely apologize to the customer for any inconvenience caused, and we thank them for their patience and understanding while we worked to correct the issue.

• Initial Complaint

  Date:27/03/2025

  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.

  I contacted Enercare by email on January 30th 2025.
  
  I am writing to formally lodge a complaint regarding the mishandling of my account and the undue harassment I have experienced from your organization. My case number is **** ****. Below, I will outline the details of my grievance, which I believe constitutes violations of the Consumer Protection Act, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legal standards.
  
  On August 21, 2024, I notified Enercare of the sale of my property located at **** ********* ***** ******** ******** ******, which was finalized on September 24, 2024. Despite providing timely notice and settling my account by phone on November 12, 2024 (as I no longer had access to my online account), I received another bill at the end of November. Upon contacting Enercare again, I was informed that your system takes a month to process such updates.
  
  However, shortly thereafter, I began receiving repeated calls from collections. In December, after further communication with Enercare, I was assured that these calls would cease and that my account was settled. Despite this assurance, the harassment persisted into January 2025. I have been subjected to
  • Repeated and intrusive calls from collections;
  • Excessive wait times exceeding 90 minutes during calls to Enercare;
  • Multiple disconnections and transfers without my consent;
  • A lack of transparency and accountability from your staff, who refused to provide identifying information beyond their first names (e.g., ****).
  
  I received a reply saying that they will look into it on January 31 that they will look into it ASAP. No response. I emailed them again on March 18th with no response.

  Business Response

  Date: 03/04/2025

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that there was a delay in processing the moves to the new property owner. We have corrected this error by waiving all charges after the date of sale. We confirm that the customer’s account balance is now $0 and all collection activity will cease within 48 hours. We apologize to the customer for the inconvenience and appreciate the opportunity to address their concerns. 

  Customer Answer

  Date: 03/04/2025

  
  
  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.

  However, I would like to note, that Enercare has called me 8 times in the past two weeks. I hope this stops. They have already agreed to the same resolution multiple times by phone and email. There needs to be accountability measures. 
  
  
  
  Sincerely,
  
  
  
  ********** *********

  Customer Answer

  Date: 23/04/2025

  I filed a Better Business Bureau complaint ******** on 3/26/2025. The company said the following."We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that there was a delay in processing the moves to the new property owner. We have corrected this error by waiving all charges after the date of sale. We confirm that the customer’s account balance is now $0 and all collection activity will cease within 48 hours. We apologize to the customer for the inconvenience and appreciate the opportunity to address their concerns." Where I accepted the response. Now I am getting phone calls from ******* ******** about collecting for Enercare Home & Commercial Services Limited Partnership. I am requesting arbitration through the Better Business Bureau.

  Business Response

  Date: 02/05/2025

  We re-confirm that we have sent a request to our collection team to stop any collection activity
  on the customer’s account. We also confirm that the customer’s account was not
  sent to a 3rd party collection vendor therefore, their credit has not been
  affected. The customer's account is currently showing zero balance.

  Customer Answer

  Date: 02/05/2025

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

  I have records of them calling me daily and sending me emails in a weekly basis after you have confirmed that I have paid all my bills in December 2024. 

  I've taken a screenshot of them calling me daily to harass. 

  Here is the content of the email and I've attached the screen shots of the email and the summary in my inbox. 

  ******* FILE #:                       *******
  CLIENT NAME:                         Enercare Home Services -  ************
  CURRENT BALANCE:               $84.32
  TERMS:                                  Due Upon Receipt
  
  Please be advised that we are the duly authorized agent for the above noted client and your account is now with this office with a request from our client for immediate
  recovery. We kindly request, you immediately remit to our office full payment of the entire amount of your outstanding obligation to our client.
  
  Upon receipt of the full payment noted above, your account will be closed as "Paid in Full" and a full and final release will be issued to you. In addition your credit bureau
  to reflect this account status as "Paid in Full" as per Credit Bureau reporting guidelines.
  
  If you have questions or concerns please call our office right away to avoid further collection action at:  1-*************
  
  -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
  
  Payment Options:
  Online Bill Payment:  Payee Name "******* ********",  Payee # is ACC#*******
  Note: BNS Payee is *******.
  
  Email Transfer: to accounting@***************.ca. Use ******* ACC #*******  as the password or memo
  
  Pre-Authorized Payments: E-mail, Fax, Call or mail this letter with a Void Cheque to the contact information below
  
  Mail: Cheque, Certified Cheque or Money Order payable to ******* ******** Incorporated. ******* **** ** *** ****** *** ***** *** ******** ******** *** ***
  
  Bank Deposit: Available at any ** or *** location payable to "******* ******** Incorporated"
  ** Bank:  Transit #*****, Account #*******
  Royal Bank: Transit #*****, Account#*******
  Deposit Cheque, Certified Cheque or money orders - Cash deposits not allowed
  -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
  ******* ******** Incorporated  -  TF: 1-************, E: ***@***************.ca Fax: ************

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

  Business Response

  Date: 09/05/2025

  We re-confirm that the customer's account is currently showing zero balance. *** ********** ** **** ***** ****, we apologize to the customer for the delay in removing their account from collections. Our vendor has confirmed that the customer's file has been closed and removed from collections. The customer will not receive further collection calls or emails.

  Customer Answer

  Date: 15/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you wrote the exactly the same thing in April 3rd and also through various communication since last year in December. This has been going on for more than half a year. Please send a signed letter to my email confirming the fact. 
  
  
  
  Sincerely,
  
  
  
  ********** *********

  Business Response

  Date: 23/05/2025

  We re-confirm that our vendor has confirmed that the customer's file has been closed and removed from collections. The customer will not receive further collection calls or emails. An email has been sent to the customer confirming the status of his account.

• Initial Complaint

  Date:27/03/2025

  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.

  Account ************ they claim no payment yet up until July 2024 payment was preauth and taken for Hot Water heater. Then they issued me ********** and charging for HVAC Aug 2024 but only the Hot Water heater is under contract based on paperwork from builder, and my lawyer when i built and signed for rental. All paperwork from when i built and moved in was sent in which was acknowledged they received and zero response....its deafening their response has been. They call and have no clue, i call and ask for update, day after day and week after week with ZERO resolution...no one in charge responds or calls...I want to pay what i owe and asking for billing to correct this what you know is an issue. I am the one that suffers for your neglect on this.

  Business Response

  Date: 03/04/2025

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and we can confirm that we have not received a copy of the builder APS from the customer. We can also confirm that we have stopped billing customer on account ********* and are currently reviewing all charges billed to both accounts. We have reached out to customer through email to obtain a copy of the builder APS to review. Once we receive the document, we will advise customer of next steps. We thank the customer for their patience. 

• Initial Complaint

  Date:26/03/2025

  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.

  In-laws signed an agreement with enracare for a boiler at the cost of $107.00 a month rental.
  
  They have been charged $358 a month for the past 6 years. They have passed a way (both in their 90’s) and we are acting under the POA.
  
  They have offered a refund of $3238 saying their policy is to only paid for two years of a mistake. Doesn’t matter to them that it occurred for 6 years.
  
  We are requesting the repayment of the rest of their mistake $18,072.00.
  
  They are refusing, ******* ** *** ******** ** *********

  Business Response

  Date: 03/04/2025

  We thank the customer for bringing this to our attention. We are in the process of reviewing the customer’s account and have reached out to the district manager to pull the rental contracts associated to the property. Once we have reviewed all pertaining documents, we will reach out to the customer with a resolution. We thank the customer for their patience while we work to resolve their concerns.

• Initial Complaint

  Date:25/03/2025

  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.

  “Enercare incorrectly charged me $84.28 after my roommate had already paid the final bill and closed the account. They repeatedly contacted me, falsely claiming I owed money, and even threatened me that non-payment would affect my credit score. I eventually paid the amount under pressure, only to later confirm that my former roommate had already paid the balance and closed the account. When he moved from the apartment, after contacting them again Enercare admitted their mistake and promised to investigate. This incident caused unnecessary stress, financial loss, and misleading credit threats. I am requesting an immediate refund and written confirmation that no negative reports were sent to credit agencies.”

  Business Response

  Date: 01/04/2025

  We
  thank the customer for bringing this to our attention. We have reviewed the
  account and confirm that the move request has been successfully completed. Enercare was notified of the move on March 24th, 2025 which is why the customer was received extra charges. Our billing team has processed a billing adjustment to reverse the
  extra charges and settle the customer’s account. The customer should see the
  billing updates in 1-2 bill cycles. We also confirm that the
  customer’s account was not sent to a 3rd party collection vendor therefore,
  their credit has not been affected.

  Customer Answer

  Date: 01/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and if they return the $84.28 and it is not going to effect my credit, then I find that this resolution satisfactory. 
  
  
  
  Sincerely,
  
  
  
  *** ***** ****

• Initial Complaint

  Date:21/03/2025

  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.

  Since July 2024 Enercare has been double billing for Hot water tank rental and protection plan. I have contacted Enercare customer service several times and each time I’m told the problem would be rectified but as of today I’m still receiving 2 bills for the same residence with 2 different account numbers.

  Business Response

  Date: 28/03/2025

  We thank the customer for bringing this to our attention. We are currently reviewing the customer's account and have contacted them privately through email to acquire more information. We appreciate the customer's patience and understanding while we work to resolve their concerns.

  Customer Answer

  Date: 31/03/2025

  Complaint ID ******** Please be advised that I have forwarded all correspondence requested to Enercare and now waiting for a response from you or them.

  Business Response

  Date: 02/04/2025

  We thank the customer for providing
  the necessary information for Enercare to investigate further. We have reviewed
  the customer’s account and can confirm that due to system error they have been double billed since
  Aug 30, 2024. We are currently working with customer to rectify this and will
  be crediting any duplicated payments made by customer. We have reached out to
  customer through email and are waiting for their response. 
  

  Customer Answer

  Date: 03/04/2025

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