Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

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Important information

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

Complaints

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

Customer Complaints Summary

1,127 total complaints in the last 3 years.
670 complaints closed in the last 12 months.

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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: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 September of 2024, I have been trying to resolve an issue regarding the account mentioned below. The company keeps billing me (***** ********* which is my maiden name I no longer use and all my bills reflect my married name ***** *********), even though I moved out of *** ****** **** **** ** ************ *** *** *** since Sept 30, 2024. I was reassured that I would not receive any further bills from a manager on December 9, 2024 (Confirmation # *********). I did not receive any bills January or February but then received a bill on March 18, 2024 in the amount of $111.01. I called Enercare and explained this issue was resolved in December and I was reassured I would not receive any more bills regarding this account as I no longer reside at *** ****** ***. They reached out to my land lady, who lives next door to confirm I no longer live there back in December. **** at Enercare told me that the account was reactivated in my name because they could not find out who owns the property. I told him, it does not matter who owns the property because I no longer live there since September 30, 2024 and want the account closed and charges removed. I let him know I would be filing a report with the BBB as this business continues to seek monies from me for a service I do not use, at an address I no longer reside at.
Business Response
Date: 31/03/2025
We thank the customer for bringing this to our attention. 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 the extra charges. We have reached out to customer privately to advise the customer we are working on this. The customer should see the billing updates in 1-2 bill cycles.
Customer Answer
Date: 31/03/2025

Complaint: ********

I am rejecting this response because: the business has not reached out to me privately and it seems they will keep the account open. I want the account closed as I no longer live at *** ****** *** since September 30, 2024. Them "adjusting a credit" is not closing the account and so they will only charge me again, hence my complaint.

Sincerely,

***** *********
Business Response
Date: 10/04/2025
We confirm that an email was sent to ***********@*****.com on March 31st, 2025 at 4:30PM. We re-confirm that 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 the extra charges. The customer should see the billing updates in 1-2 bill cycles.

Customer Answer
Date: 11/04/2025

Complaint: ********

I am rejecting this response because: I would like the account with Enercare CLOSED. They have sent another reminder on April 4, 2025 to pay this bill to email ******************@*****.com which is the email on their system. Please CLOSE this account with a zero balance. This is the only resolution I desire.

Sincerely,

***** *********
Business Response
Date: 07/05/2025
As previously advised, it can take 1-2 billing cycles for the billing update to reflect on the account. The email was already generated - the customer can disregard the email. We confirm that the necessary billing adjustments have been completed to settle the customer's account. The customer's will not receive any further charges from Enercare.
Customer Answer
Date: 07/05/2025

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: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.
I requested a buyout of my hot water heater contract during a call I made to them (Mar, 2, 2023). I did receive an invoice in the correct amount they quoted me for the buyout ($1,554.88) which I paid in full on Mar. 31, 2023. I then received my final invoice (Apr. 15, 2023 - which I uploaded to your site) showing I do not owe any balance on the account. However, I have been consistently harassed with phone calls (Philippines call centre) since June 2023 (I get 3 every day) requesting that I contact their billing dept to discuss the balance on our account. I have had to block their number, but they continue to leave voicemails on this issue.

I have spent hours on the phone with their various customer service billing depts trying to resolve this issue. I have given up, they obviously have a systems and process issue problem. The company should have a Customer Relations Dept to handle such issues. Alternatively, there should be a problem resolution or Ombudsman Dept. or a means to reach someone in senior mgmt. to get these issues resolved. There are so many complaints about this company on the BBB site.
Business Response
Date: 26/03/2025
We thank the customer for bringing
this to our attention. We confirm that a credit has been processed to
reverse the extra charge and clear the balance on their account. The customer should see the billing
updates in 1-2 bill cycles. We apologize to the customer for the inconvenience,
and we thank them for their patience and understanding while we worked to
resolve their concerns. The customer’s account is now settled.
Customer Answer
Date: 26/03/2025

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.
We would like Enercare to go one step further and send us a release letter to this effect. They sent our account to a collections agency (*** ***) and we would like assurances that our names and credit rating are clear. We feel this is the minimum they should do based on all the heartache they have caused us over the past almost two years.

Sincerely,

****** *** ******* *******
Initial Complaint
Date:11/03/2025
Type:Product 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 complaint.

Since our family moved into a new-build home, we purchased, our hot water has been limited daily, not even enough for one person to take a bath or a 10 minute shower.
For 4 days, we have had no hot water altogether. We called Enercare at 6pm, on Monday to have someone fix our hot water tank or replace it urgently as we have had no hot water for days and it is Ottawa and middle of winter. Initially they said they couldn't even send a technician or anyone because they haven't properly processed our address. After over 1.5 hours on the phone, escalated to a manager, they agreed send someone the next day and assured us it is a priority and indicated they would give us a call first thing in the morning to confirm the time the tech would come. They had not called by 10:30 am, the next day, they still had not called and so we called them. They then called us at 11:30 to confirm a technician between 12 - 4 and tried to tell us that it is unlikely anyone will come around 12 or after 12 as it's only 11:30 now...as if we had just put in a request. The tech on the phone was not helpful, was rude, and was clearly sexist once no longer dealing with my husband, but with me. He didn't acknowledge anything I asked or said, he just kept referring to my husband. They also did not offer to reimburse us for the 4 days of no hot water and a dysfunctional hot water tank rental.
Across every single part, the service and the goods of Enercare have been unacceptable, and not meeting even minimum requirements,
Business Response
Date: 18/03/2025
We thank the customer for bringing
this to our attention. We have reviewed the customer’s account and confirm that
service was completed on March 12th, 2025. We sincerely
apologize for any inconvenience caused. We have processed a goodwill credit on
the customer’s account for the inconvenience. The customer should see the
billing updates in 1-2 billing cycles.
Customer Answer
Date: 27/03/2025

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:11/03/2025
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 April 2023, I sold my condo-townhouse and informed Enercare, the hot water heater rental company, about the sale. A move order was submitted to ensure the transition was properly recorded.

Despite notifying Enercare of the sale and submitting a move order, they continue to bill me for the hot water heater rental. Every month, I call them, and they assure me that the rental has been canceled and the charges will be adjusted. However, I still receive a new bill the following month. I am concerned that non-payment could negatively impact my credit rating.
Business Response
Date: 18/03/2025
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. We
sincerely apologize to the customer for the delay and for any inconvenience
caused. 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.
Initial Complaint
Date:11/03/2025
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.
Enercare has left my family without Hot Water for 2 weeks. Their technicians cannot fix my water heater and even said that Enercare should replace this unit, it is unreliable. I have been on over 10 phone calls with them and have had 5 in person visits to try to fix the issue. Enercare has now hung up on me with no warning or notice while waiting for a manager to escalate.

I have a 9 month old baby at home with no hot water for 2 weeks. Today Mar 9th 2025 Sunday, enercare basically just hung up on me after stating that they will not switch the unit to a new one.
Business Response
Date: 18/03/2025
We thank the customer for bringing
this to our attention. We confirm that the tank exchange was completed on March 11th,
2025. We sincerely apologize for any
inconvenience caused. We have processed a goodwill credit on the customer’s
account for the inconvenience. The customer should see the billing adjustment
in 1-2 billing cycles.
Initial Complaint
Date:06/03/2025
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 requested a buyout of my two hot water tanks in April 2024. I received the buyout amount through ******** gas (Account ************) on July 2024 (*** ********) and paid the bill $554.28. I have then started receiving bills from Enercare about amounts owing. I have explained on numerous occasions that this had already been paid and received a case # ******** that this would be resolved. I am still getting bills in February 2025. The bill is now for $217.32. Please reverse and close this account.
Business Response
Date: 16/03/2025
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.
Initial Complaint
Date:06/03/2025
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.
On Jan 4,2022 Enercare installed a ******** HVAC system for **** ***** ******. Contract paid in full. But contract was not completed, until I publicized my issue through an agency. I asserted to Enercare that no servicing or technical work would be required or accepted in the future at ** ****** *** ***** ****.

1st Enercare Bill, arrived by email with subject line "ENERCARE: You've have received your first bill" on July 1, 2024. The email title bar stated "YOUR ENERCARE BILL IS HERE" despite requesting NO Ecare services. After that first bill, bills were received every month together with phone calls for no services.

Since 2022 I have not used services, or service personell, from ******** or Enercare or allowed entry into our home by service persons when requested by phone, and which has never been encouraged or accepted. And I have refused to register with Enercare.
Business Response
Date: 16/03/2025
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: 07/04/2025
I have not responded to your email facts based on my recent Complaint; my failure was to not recognize your email until today.

To reiterate, I have never signed an agreement with Enercare re service fees or support of our recently installed furnace (2022). Since my complaint, I have received no invoices or bills from Enercare, until after July 2024.

Since 2024, I receive monthly requests for service payment, which are ignored as no Enercare service personnel on contract have been authorized to service our furnace, and no Enercare serviceman has entered our home since the furnace was installed in 2022, nor have I signed a contract since 2022 with Enercare, and no bills or payments have been treated as valid.

After receiving my complaint to BBB, Enercare has recently dreamed up service fees for our home furnace, which have not requested and payment has been ignored.

Thanks for our guidance.

Regards!

***** ******
Business Response
Date: 15/04/2025
We confirm that a copy of the HVAC Sales agreement was emailed to the customer on April 7th, 2025. The Sales agreement listed a
3-Year FREE Smarter Home service. The 3 year just recently ended and we do not have any documentation showing that the customer requested a
cancellation of the smarter home service. Therefore, billing commenced
automatically upon renewal. We confirm that the charges are valid unless the customer has documentation that they cancelled the service. To date, the customer has not responded to our email.
Initial Complaint
Date:05/03/2025
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 bought a new condo that has a water heater from enercare. I have spent countless hours on the phone with them trying to simply change the bill to a new tenant. They have messed it up numerous times. Finally after the new tenant and I called multiple times to request the change it happened. It took at least 6 phone calls asking for the exact same thing. We could call back and they had no record we ever called and asked for a change.

They finally got it right. Now I am getting calls for a totally different account for an address I have never lived at and an account I do not own asking me to pay a bill. I told them on the phone I never lived there and it’s not my address. However they continue to call , email and text me looking for payment. The customer service is beyond the worst I have ever dealt with. The incompetence is baffling. I want them to stop contacting me for an account I do not own
Business Response
Date: 07/03/2025
We thank the customer for bringing this issue to
our attention. We
have reviewed the customer’s account and confirm that the move has been
successfully completed; the rental has been transferred to the tenant. Our billing team has processed a billing adjustment to
reverse the charges on the customer’s account. We sincerely apologize to
the customer for any inconvenience caused. The customer should see the billing updates in
1-2 bill cycles.
Customer Answer
Date: 07/03/2025

Complaint: ********

I am rejecting this response because it sounds like they got it wrong yet again
What move was processed ? I never moved into or out of that address It’s not my account Why am I going to see adjustments on an account I don’t own ?
The answer to my problem should be :
Take my name off this account send me no more bills , phone calls or texts about this account that I do not own
I do not own unit A Never have Never asked to move in or out of it Enervate associated my name with an address that is not mine How many times do I have to say this

Sincerely,

***** *****
Business Response
Date: 20/03/2025
The customer's information was provided as a new tenant in December 2024 however, in January we received notification by the new owner that they were taking over the rental. We re-confirm that we have cancelled the rental and moved it to
the new owner. We also confirm that we have processed a billing adjustment to reverse
the rental charges on the customer's account. The account is now closed; the customer will not
receive rental charges moving forward.
Initial Complaint
Date:28/02/2025
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.
FEB 14, 2017 - Water heater rental from EnerCare Home Services. Monthly rental payments (average $35/m) have far exceeded the value of the water heater. We cannot continue to pay for this old water heater and do not want EnerCare to provide a replacement rental. Enercare requires $800 to close the rental agreement. For that amount we could buy a new water heater. We have offered $100 to close the rental agreement. EnerCare declines.
Business Response
Date: 11/03/2025
We thank the customer for
bringing this issue to our attention. We confirm that there is a valid and enforceable contract. If the customer
wishes to cancel the contract prior to the end of the rental term, they will be
required to do so in accordance with their contractual obligations, including
the buy-out provision. Despite
that position, Enercare has made a goodwill, without prejudice offer to settle the
customer’s complaint. 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.
Business Response
Date: 25/04/2025
We confirm that we have
addressed the customer’s concerns. We have directed the customer to the buyout table, and as a
gesture of goodwill and to assist the customer with their situation, we have
offered a reduced buyout. 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.
Initial Complaint
Date:14/02/2025
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.
After the removal of billing of Enercare services from ********, Enercare started billing me direct. I've made multiple attempts to cancel 2 of my services with them:

The first time starting November 8, 2024. I was told there was an error when the accounts were transferred over, and that 2 separate accounts were created.
- One account had my hot water heater rental on it
- The second account had a Furnace Maintenance Plan and Air Conditioner Maintenance Plan on it.

I was told it would take them a few days for them to fix this account issue and that they would remove any services after that was completed.

In January, I received mail threatening to be sent to collections. I had made multiple attempts to call them and was put on hold. On January 31, 2025, I was able to get a hold of an agent and was told the exact same thing, that they had to merge my accounts before they could cancel the services. I was told by one agent that the 2 accounts were the result of a data entry error on their end (my postal code was inputted wrong). I was told by another agent that they can’t refund me for the Furnace Maintenance Plan and Air Conditioner Maintenance Plan because it had already been renewed for another year (even though I had called to cancel this before its renewal date back in November).

The following week I received an email from Enercare confirming that my request was successfully resolved (Feb 3, 2025 12:20pm EST – case # ********).

I’ve just logged into my Enercare account today online and there are still 2 separate accounts with all the services still there. Nothing has been merged, nothing has been cancelled, and the account with the Furnace Maintenance Plan and Air Conditioner Maintenance Plan is now saying I’ve been sent to collections.

Not sure what my next steps are as I’ve been told multiple times by various agents that would be taken care of.
Business Response
Date: 21/02/2025
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: 08/04/2025
I’ve just logged into my Enercare account today online and there are still 2 separate accounts with all the services still there. Nothing has been merged or cancelled. April 8 - Received an email from ******* ******** that the file was sent to them for immediate recovery. Not sure what my next steps are as I’ve been told multiple times by various agents that would be taken care of.
Business Response
Date: 17/04/2025
We
confirm that the customer has been contacted via email on April 17th, 2025, and we have addressed their additional concerns.

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