Complaints

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

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• 

  Enercare Home & Commercial Services Limited Partnership

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  EnerCare Home And Commercial Services Limited Partnership

  50 Frank Nighbor Place Kanata, ON K2V 1B9

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  Roy Inch & Sons

  3500 White Oak Road London, ON N6E 2Z9

• 

  Roy Inch & Sons

  B1-3500 White Oak Road London, ON N6E 2Z9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/02/2025

  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.

  I sought a copy of my contract with Enercare for the rental of my hot water heater because a potential buyer of my property wanted to review this before making an offer. I called on 01/22 and was told this could be delivered in 3-5 business days, but they would attempt to expedite it to be delivered within 24-48 hours. In place of delivering the contract, an Enercare employee was able to provide us the terms of the contract on 01/22 after multiple attempts and still committed to delivering the contract "on high priority" within 24-48 hours. On 01/23, I called again and was told there was no expedited process and to expect the contract in 3-5 business days. I emailed them on this day as well, frustrated that I was **** to about an expedited process and this email was never returned. The sale of our home ultimately fell through and I believe our inability to provide this contract contributed to the buyers trepidation with proceeding with the sale. I contacted Enercare again by phone on 01/29, at which time I was informed this process could take 10-12 business days. Again, having been **** to about the timing. I called again 02/04, on the 9th business day to confirm the contract was on track to be delivered and, unsurprisingly, they told me it would be 7-14 business days from when I initially called, meaning it would be delivered on 02/11 at the latest. They offered a compensation of $150 credit on my account which is completely insufficient for the time, energy and cost of the bold lies from Enercare. I called on 02/10 to confirm that they were on track to deliver the contract tomorrow as promised and was informed that no action had been taken to retrieve and provide my contract and it could now be marked "high priority" for delivery. We now have another potential buyer interested in reviewing the contract and Enercare has failed to deliver every promise they have made and refuse to provide my contract in a timely manner and may again cost me the sale of my home.

  Business Response

  Date: 20/02/2025

  We thank the customer for bringing this to our
  attention. Please note that due to the age of the contract, a request had to be
  made to retrieve the contract from our third-party storage facility which can
  take 2-3 weeks; unfortunately, sometimes it can take longer. Coaching
  opportunities that we have identified have been sent to the appropriate
  managers to review and action accordingly. We have reviewed the customer’s
  account and confirm that a copy of their contract was emailed to the customer
  on February 19th, 2025. We sincerely apologize to the customer for
  any inconvenience caused and we thank them for their patience and understanding
  while we worked to resolve their concerns.

  Customer Answer

  Date: 26/02/2025

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

  The business believes the matter closed because they have sent the original request. Their inability to meet the timelines that they set out and the undue aggravation warrants further compensation. I would like Enercare to release me from my rental contract.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 12/03/2025

  Based on the information we have on file, we will have to decline the customer's request. 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. 

   

• Initial Complaint

  Date:11/02/2025

  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.

  I have rental properties in Ontario, Canada and my property manager recommended renting hot water tanks when we had to replace them. I got them a few years ago and went to buy them out from Enercare.
  They double billed me for the tanks and continued to sent me bills for rentals. I'm now on my 9th call and been repeatedly **** to about when the refunds would be coming. At first it was "in three months" then by Wednesday, now 21 Feb. I've been repeatedly **** to and not been refunded the monies I owe.

  Business Response

  Date: 12/02/2025

  Hello!

  In order for us to investigate your concerns, we will require the affected account number and full service address (es)

  Customer Answer

  Date: 15/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you required the account numbers so I am providing them with the details below.  Address is:  ** ****** *** ******* *** *** ***.  Account number is below but there were two.  The "old one" was ********* but they gave me a new one on 11 Feb. Here is some substantiating information:

  11 Feb 2025
  Called 0815hrs.  Went through the verification process.  Gave the case number of ********.  She said that was for $1391.00.  I gave her ******** and she said that something was inputted on 27 January 2025 which corresponded with $158.75.  The rep told me that a cheque had been mailed for the smaller amount and the larger amount was deposited to my bank account, which it wasn't.  She said I was refunded to my bank account on 28 Jan 2025 which can't be as there was no deposit and they don't have my banking information.  I asked to what address the cheque had been mailed and she didn't reply.  She said that ** ****** had a different account of: ************ but name was ***** ******* according to the buyout rep.  I looked up the most recent bill and found it to be for ** ****** ** under the same account number and explained I had been incorrectly billed for 3 months and had been told I would be refunded.  She then said I had been paid $1500+ for a refund.  I explained this was for a different property and nothing to do with this property and I needed the refund for 3 months of over payments as had been indicated in both November and 3 Feb.  The rep then claimed the buyout was not done for ** ****** **. Welland ON, *** ***. However, I showed proof of buyout for ** ****** **.  She then argued with me saying it was a different account number, which it wasn't and different address for ********** St where the tank was, which it can't be as that is the original address I tried to change when I moved and was formerly the property management company's address.  She said a tank was 
  
  Was transferred to the buyout rep.  Rep said nothing was owing on any of my accounts.  
  
  I was then transferred to the management team by the buyout team and explained the problem.  She said a 5000 account combination was made with the 700 account. But the account was completed in Aug so I should have been billed only until then.  I explained that the above 5000 account was not in my name and it showed only that my spouse was the landlord but not responsible for payment.  I was put on hold again and told that the rep was looking at a way to resolve the issue.  I was told then I would get a 6 months credit to account $37.97 for 227.87+tax to account ************ as the 700 accounts were no longer active.  From that account they can process etransfers, she said.  Once the credit is posted and then I can get an etransfer.  Case number: ********.  The account should be closed and no further billing will occur.  Will take 10 business days.  I asked her if there was an autopay set up and she said there was.  I asked to have it cancelled.  She said log into the portal.  I said I had in the 700 account portal which is different from the 5000 account portals but it wouldn't let me stop the pre-authorized payment.  My 5000 account login is for another account and has nothing to do with this account.  She then put me on hold to call over to another department to ensure it was cancelled.  I wanted it cancelled so if there are further billing errors, my credit card won't be charged. Yor was the name of the rep.  She came back on the phone said she was cancelling the pre-authorized payment and would be in touch in about 10 business days to process the refund by etransfer.  I received an enrolment link to set up a new online account for this new 5000 account and signed up for it which now showed the correct address of ** ****** ** instead of my other account (they are both on separate accounts now).
  
  Call ended at 1041. 
  
  10 Feb 2025
  0800hrs as refund still not sent.  Was told ******* ****** approved it but it was not processed.  Representative said it was previously approved but for "some reason" was not actioned.  Said he would speak to the support team to find out why and if it could be done today.  He returned and said company policy cited as being deposited on Friday 21 Feb.  I told him I've been trying to sort this out since June and it still isn't done.  "I'm 100% certain it will be refunded on 21st".   Then I asked about the $158.75 overpayment that I was charged for rentals after I paid off the tanks and he had to go back and look it up.  I had been told in November it would be refunded in January.  After about 15-20 minutes of being on hold several times, I was put on hold again regarding the $158.75.  I waited for over an hour and the representative did not come back.  Total call time was 1 hour 35 minutes and 33 seconds before the call was dropped by Enercare with "We are unable to answer your call at this time.  Try again later".
  
  3 Feb 2025
  Enercare Ref # ******** refund for $158.75.  Was told at 3 Feb 2025 at 0819hrs that I would get at $1391.00 refund on Wednesday and the $158 on the next billing cycle.  The account was closed so no further bills were to be issued.  The returns were supposed by etransferred and then she said it would be direct deposit, then said it was to be refunded to a credit card.  
  
  2 December 2024
  Called 2 Dec at 1045hrs and was told by ****** in the Billing department that refund would be done in January.  Said they would call back for refund info but would not add it to the notes as someone would contact me.
  
  27 Jan 2025
  Called and spoke to a man.  He said the $1391.00 refund was approved and awaiting processing and the $158.75 would be refunded at some point.
  Sincerely,

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

  Business Response

  Date: 19/02/2025

  We thank the customer for providing the appropriate account information.  We have gone ahead and approved the e-transfer refund, we can confirm the customer will receive the refund within 1-2 weeks.  We can confirm the customer received the refund of $1,391.03 (HST included) and we have issued the remaining refund of $257.44 (HST included).

  Customer Answer

  Date: 28/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Can the company please provide the date of the $1300+ refund.  I received the other one 4 days ago but can't find a deposit or credit card refund for the other one.  Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 11/03/2025

  The refund was posted to your ********** ending in **** on September 5th, 2024.  We have confirmed with our Accounting Team that the refund was successfully posted to your card, should you still not recieve the credit please file a dispute with your issuing bank.

• Initial Complaint

  Date:11/02/2025

  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.

  I am a former customer of Enercare and was renting the hot water rental unit for my home at the time. On July 2nd 2024, I sold my home and part of the sale agreement included the clause that the new owner of the home would be responsible to take over the said water heater contract.
  
  I had provided the details including agreement of sale / purchase, put in the move request and received acknowledgement for the same. I have even spoken to Enercare customer support over phone on several issues to have my account settled and closed.
  
  However, despite the assurances and confirmation of the move being processed successfully by Enercare over phone and email, I have continued to receive monthly bills. Last week, I also received a payment overdue notice from Enercare for the outstanding balance for the past months even after I have sold and moved out of the home and am not longer using their services there.

  Business Response

  Date: 12/02/2025

  In regards to
  your concern regarding the monthly rental charges, we can confirm as per the
  document you submitted the closing date of the home was August 27th,
  2024, therefore you remain responsible for rental charges up and until the
  closing date of August 27th, 2024. 
  Our Billing Team has terminated the rental water heater contract, and credited
  rental fees charged after August 27th, 2024.  Kindly note you will see the changes on your
  next invoice.  We have placed a 30 day
  hold on your account with our Collections Team while the credits are being
  reflected on your account.

  Customer Answer

  Date: 12/02/2025

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

  Although I have received an acknowledgement from Enercare about this issue, they have either not read the complaint fully or have not accepted the actual closing date of July 2nd 2024. Instead, they have stated August 27th as being the closing date. This is not the actual closing date but the date of the email sent by Enercare acknowledging that the move has been processed.

  Also, as mentioned in the original complaint, I have received assurances over the phone as well as email before that the billing adjustment will happen in the next couple of billing cycles but here we are about 7 months later where not only has the billing adjustment not been done but instead they have started a collections process.

  I would like to keep this complaint open till I receive all the credits and the final billing statement reflecting that along with the closure of the account. Once that is done, I will be able to accept the response from Enercare and close this complaint.

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

  Business Response

  Date: 19/02/2025

  We can confirm the customer provided appropriate documentation, and we will credit the account effective July 2nd, 2024.

  Customer Answer

  Date: 27/02/2025

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

  I am pleased to note that Enercare has indicated to BBB that they have accepted my move out date of July 2nd, 2024. However, the same has not been communicated to me by them and instead I have received a new bill with a service period ending August 27th 2024 (********) with a payment due. If I can get a 'Final Bill' or confirmation that no outstanding payment is due, I'd be happy to close this complaint.

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

  Customer Answer

  Date: 09/03/2025

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

  I can confirm that I have received an email response from the business confirming that I am only responsible for the charges until July 2nd 2024 and will not be responsible for any charges from July 3rd 2024 onwards.

  However, I had received a similar email in the past from the business confirming my move out date of July 2nd 2024 (c*** ** ***** ** **** ********** ***** ** *** ****). Despite such a confirmation from the business, they continued to bill me and even sent me an overdue notice at the beginning of this year.

  And as mentioned in my previous communication, after the complaint made to BBB, they did reverse the erroneously billed charges but only until 27th Sep 2024 and have issued an invoice dated 23 Feb 2025 of $107.06 for the period between July 3rd 2024 and September 27th 2024.

  I expect that the business will issue a final invoice dating March 23rd 2025 which will reflect the charges only until July 2nd 2024 and will state the actual amount due or any refund of excess payment made. Once that is received and if the final invoice appears to be correct, I will be happy to close my complaint then.

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

  Business Response

  Date: 12/03/2025

  We can confirm the customer's current balance is $0.00.  Due to the date the 2 billing adjustments were processed, the final credit did not meet the billing cut-off.  The customer's move was finalised on July 2nd and the customer will see the changes on the next posted invoice.

• Initial Complaint

  Date:05/02/2025

  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.

  I bought out my home water rental, power pipe and hvac from Enercare on October 15, 2024. I made a payment for the sum of 5270.32 was paid to Enercare. This was the amount quoted by Enercare for the buyout and I paid via credit card. The money was transferred to the account as the buyout department specified. I was told the matter is settled and I would own the equipment from this date.
  
  During the months of November, December to January; I continued to be invoiced by Enercare. Despite numerous phone calls in attempts to resolve, they had not been able to resolve the issue. I was told the money was transferred to a different account (a 5000 series account) and they are attempting to transfer it over to the 7000 series account. At each invoice Enercare had automatically withdrawn $1000 directly from my account (I was told this is the maximum pre-authorized amount). Since this is a large sum and unexpected these have overdraft charges from my bank account. This was done in addition to the 5270.32 payment that had already been made. This was done 2 times (2 sums of withdrawals of $1000) putting in my account in a negative amount both times. In addition the invoices that they issued me also show that Enercare had continued to charge for hvac rental for the months of November, December when the equipment had been bought out in October.
  
  Enercare had only refunded payment of 5270.32 in January 2025. I paid the remainder on the account on January 16, 2025 for the amount of 3252.64 (2000 already taken) and the agent had agreed that Enercare had over charged. The agent reassured me several times the matter was settled and the account would be closed.
  **** *** * **** I still continue to get invoices on a bill that I paid for in October. They need to close the account as agreed and refund the over paid months and overdraft charges from my bank which was due Enercare mishandling. Enercare has never acknowledged, apologized or taken any action on their gross error

  Business Response

  Date: 13/02/2025

  We thank the customer for bringing this issue to our
  attention. We have reviewed the customer’s account and confirm that our
  billing team corrected the billing error and processed a billing adjustment to
  reverse the extra charges on the customer’s account. We sincerely apologize to
  the customer for any inconvenience caused and we thank them for their patience
  and understanding. The customer should see the billing updates in 1-2 bill
  cycles. 

  Customer Answer

  Date: 10/03/2025

  I just received my second billing cycle bill today (first being in February and second in March).  Nothing has changed and I still receive calls from Enercare collections.  All Enercare accounts should be closed as they are paid in full.
  
  Do you think we should reopen the case or we should wait an additional billing cycle?
  
  Thanks so much for your help in resolving this!

  Business Response

  Date: 18/03/2025

  As per our previous response, it can take 1-2 bill cycles for the billing updates to appear on their bill. We reconfirm that our billing team corrected the billing error and processed a billing adjustment to reverse the extra charges on the customer’s account. The customer can disregard the March bill.

  Customer Answer

  Date: 18/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I continue to get the same bill and collection calls after 2 billing cycles have passed (February and March 2025).
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 24/03/2025

  We re-confirm that a billing adjustment was processed to correct the bill and settle the customer's account. The customer can disregard their March bill as this bill was in the process of being generated when the
  billing adjustment was processed on our back-end. The customer should see a $0 balance on their April bill. We have sent a request to our collection team to remove the customer's name from the dialer. We apologize for any inconvenience caused. The dialer will be updated within  24-48 hours. 

  Customer Answer

  Date: 05/06/2025

  Despite Enercare's response of waiting a couple more months - I still continue to get bills and collection calls from them.  I tried reaching out directly to them directly but did not get a response.

  Business Response

  Date: 09/06/2025

  We confirm that there was a delay with updating the customer's account. We sincerely apologize to the customer for any
  inconvenience caused. We confirm that the customer's account is now showing a zero
  balance, and that the customer will not receive any further bills moving forward.

  Customer Answer

  Date: 20/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I continue to receive invoices as of June 20, 2025

  
  Total Amount Due:
  $46.53
  Invoice Due Date:
  June 29, 2025
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 30/06/2025

  An email was sent to the customer on June 9th, 2025 advising them that there was a delay in updating their account, and we apologized for any inconvenience caused. We also confirmed that their account was showing a zero balance, and that they would not
  receive any further bills moving forward. We re-confirm that the customer does not have any active products with Enercare and that their account is showing a zero balance. The customer's account is settled and they will not receive further bills.

• Initial Complaint

  Date:29/01/2025

  Type:Customer Service 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.

  Three weeks ago I notified Enercare (I have home protection $55.00 a month) that I had purchased a new dishwasher and I needed it installed. They said that ***** ****** would give me a call in 24-48 hrs.to make appointment. Never heard from them so I called the phone rang and rang and then they hung up. I called Enercare they said they would install and someone would call no response. On Friday 21st. Some one would call in two hours. This is now the 28th and still no call. Iam tired of the dishwasher sitting in my living room. I have a confirmation # **** *** **.
  If you could help me I sure would appreciate it.
  Thank you
  
  ******** ********

  Business Response

  Date: 30/01/2025

  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.  We have tried to reach out to the customer earlier today and we will continue to attempt to reach the customer.

  Customer Answer

  Date: 30/01/2025

  
  
  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:29/01/2025

  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 randomly started billing me for a hot water rental tank in July 2024 for a period beginning in July 2023. This is a tenanted unit, a tenant had been paying for the hot water rental until the start of April 2024 (when the renter changed) - this has been confirmed by enercare and ******** agents. They refuse to explain why they are double charging - by asking me to pay for a hot water rental unit that my tenant alrady paid for. This issue has been ongoing and I've had a case for this issue for months with no resolve. They continue asking for random, private documentation that has nothing to do with the case and never answer any of my questions. They keep threatening escalation, without actually resolving my issue.

  Business Response

  Date: 06/02/2025

  We thank the customer for bringing this to our attention. We have
  reviewed the customer’s account and confirm that the rental equipment installed
  by Enercare was assumed by the customer when they took possession of the home.
  If the customer had any concerns with respect to the rental items in the home,
  we would expect that the customer and their lawyer addressed those concerns
  with the seller prior to purchasing the home. We also confirm that we
  have no record that a buyout was processed or that Enercare’s rental
  water heater was picked up/dropped off at any of our locations. As per our
  records, the customer has been advised in numerous occasions that if they’re
  disputing the assumption of the rental water heater, they would be required to
  provide a copy of your Purchase and Sale Agreement for our review. To date,
  we have not received the required documentation.

  Based on the information we
  have on file; the contract is enforceable and that the customer is responsible for their
  contractual obligations.

• Initial Complaint

  Date:29/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an Enercare customer for 10 years. Over the past six months, my water heater has repeatedly malfunctioned, and I’ve contacted Enercare several times—five of those calls were made in January alone. On January 23, 2025, Enercare recommended replacing the heater, and I signed a contract for a new one. The very next day (January 24), the heater stopped working entirely. A technician came, only to tell me I would have to wait for a replacement part.
  
  It has now been almost a week without heat or hot water in the middle of the Canadian winter. When I called Enercare today, they said they can’t fix the issue until next Wednesday and then hung up on me. This is unacceptable. Enercare should prioritize urgent cases and take better care of customers.
  
  I expect to be reimbursed for the time I’ve been without heating and for my increased energy costs, as I’m forced to use electric heaters to avoid burst pipes and other damages.

  Business Response

  Date: 06/02/2025

  We thank the customer for bringing
  this to our attention. Unfortunately, Enercare is not a parts manufacturer or supplier and as such has no control over the timing of delivery of the parts. We make every effort to source the part as efficiently as possible and try our best to source them from alternate suppliers. We have reviewed the customer’s account and confirm that
  service was completed on January 29th, 2025. We sincerely
  apologize to the customer for any inconvenience caused and we thank them for their patience and understanding while we worked to complete the repairs. We confirm that a goodwill credit has been processed on
  the customer’s account for the inconvenience.

• Initial Complaint

  Date:24/01/2025

  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.

  In August, shortly after Enercare started doing their own billing, I called Enercare to change the account from my late father-in-law's name to mine and my husband's. Enercare informed us that we had to cancel his and open a new account in our names. We provided Enercare with the proper documentation required to close my late father-in-law's account. Shortly after, we started getting double billed and continue to get double billed. None of the charges or payments are accurately reflected on either account. I have notes of all the phone calls made to Enercare including dates, names of agents/reps/supervisors, and time spent on each call. I have spent a considerable amount of time attempting to get this matter resolved but to no avail. We need this matter resolved as soon as possible.

  Business Response

  Date: 01/02/2025

  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: 12/02/2025

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

  I did receive an email from ***** ******* on February 6, 2025, however within that email, there was an incorrect balance owing. In my reply to Ms, *******'s email, I requested a billing history for both my account and my late father-in-law's account showing monthly fees as well as amounts that we have paid. There were also charges that should never have been made to my account like cancellation fees for protection plans and reactivation fees when it was never cancelled in the first place, and interest on those.

  This has been ongoing since July/August 2024, and after having spent 15 to 20 hours on the phone with multiple Enercare agents in an attempt to resolve this matter, I would like a resolution in writing with the necessary accurate billing history as well as a document showing that my late father-in-law's account is closed and shows a zero balance. 

  In the interim, it would be appreciated if we stopped receiving urgent overdue notices by email and telephone calls from **** agents threatening and yelling at me. I do not wish to waste more of my time taken away from my work to speak to Enercare agents that are not aware of what is going on. 

  A response from ***** ******* to my email dated February 7, 2025 with the requested billing history is necessary to resolve this issue in a satisfactory manner.

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

  Business Response

  Date: 22/02/2025

  Ms. ******** will be contacting the customer via email to address the customer's additional concerns.

  Customer Answer

  Date: 07/03/2025

   Further to my email below, I did hear back from Enercare but still require further information from them, so please reopen my complaint as this matter has not yet been resolved.
  
  If you require any further information, please do not hesitate to contact me. 
  
  Kind regards,
  
  ***** ********
  ***** ********

  Business Response

  Date: 16/03/2025

  We confirm that an email was sent to the customer on February 27th, 2025 address their concerns. We have not heard back from the customer. If the customer has additional questions, we would ask that they respond to the email.

  Customer Answer

  Date: 17/03/2025

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

  I acknowledge that ***** ******** of Enercare sent me an email dated February 27, 2025 in response to my email dated February 7, 2025. I will send ***** ******** another email directly to her requesting further information and clarification. 

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

  Business Response

  Date: 24/03/2025

  We re-confirm that to date, we have not heard back from the customer. We
  look forward to hearing from the customer so that this issue may be resolved.

  Customer Answer

  Date: 09/04/2025

  Please note that it looks like Enercare has cancelled the old account, or at least we haven't received any invoices in his name, but we still need to fully resolve the remaining issues on our account.
  
  Regards,
  
  ***** ******** 

  Business Response

  Date: 18/04/2025

  We re-confirm that, to date, we have not received a response from the customer regarding the additional information or clarification they require. We look forward to hearing from the customer so that this issue may be resolved.

  Business Response

  Date: 05/05/2025

  We
  confirm that the customer has been contacted regarding this matter. As a
  gesture of goodwill we have offered a discount on the buyout. We are waiting to
  hear from the customer if they accept the offer.

  Customer Answer

  Date: 30/05/2025

  
  We have been in touch with ***** of Enercare and hopefully this matter will be resolved soon.
  
  Regards,
  
  ***** * ****** ********

  Business Response

  Date: 03/06/2025

  The customer accepted the offer. We consider this matter
  resolved. We confirm that a reduced buyout has been processed as per
  the customer’s request. The buyout charge will appear on the customer’s bill in
  1-2 bill cycles. 

• Initial Complaint

  Date:21/01/2025

  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 September 25, 2024 my broken hot water heater rental was removed by Enecare. In January 2025 I am still being charged a monthly rental fee for this rental that was removed 5 months ago. I have contacted Enecare multiple times to try and stop this charge but I just get transferred to different departments and no one is able to help me. Someone was supposed to call me back but this never happened.
  
  I put a stop payment on the monthly charge from my bank since at this point it is a fraudulent charge, but now I am getting calls from Enecare asking for overdue payment. I have not had a hot water rental for 5 months and the accounts person acknowledges that but again says he can't do anything.
  
  I have spent hours trying to rectify this so someone please stop these payment and refund me the payments that did go through after the rental was removed.

  Business Response

  Date: 22/01/2025

  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 was removed. We sincerely apologize 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.

• Initial Complaint

  Date:21/01/2025

  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 called Evercare because my furnace suddenly shutdown.
  Even though my furnace was still under protection/warranty for another month, the technician convinced me to sign up for $30.00 plan because that would waive any billing for technician to come out and replacement.
  He explained that there would be no additional charges besides monthly $30.00 plan.
  Later on, I received the Bill with unexpected charge of $272.89 and a different amount for the monthly plan of $17.00. The message on the Bill stated: Upcoming Rate Change Monthly rental charges for Evercare customers will increase effective January 1, 2025.
  I am not renting any equipment from the Evercare and I was charged the amount that should not be there. I called Evercare to resolve this issue. The customer service representative was unwilling to resolve this and informed me that this issue will be addressed with the management. He also said I must pay bill immediately and he threatened me that he will report unpaid bill to credit bureau and my credit will be impacted.
  Again, I asked this representative to connect me to management. Evercare representative replied that management from Evercare will call me back. Over two weeks pass by and no one called me back.
  Issue must be resolved immediately. Whether Evercare deliver what they promised. Or there should be no any charges and no further business with Evercare.
  Could you please address this big issue. Thank you

  Business Response

  Date: 30/01/2025

  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: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would not like to continue with enercare. Based on their proposal I see they expect me to stay. I should not paid any money at first place. I agree on the part that they should reimburse me, but I do not wish to stay with this company after what I experienced. I still want reimbursement for unfair charges and I want to close my account without any penalties or any further charges. Its not working for me any longer to stay with company. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 14/02/2025

  Unfortunately,
  we will have to decline the customer's request to cancel their protection plan at no cost. As per the terms and conditions of the plan, if the customer would like to cancel their plan, they can do so however, they will be required
  to pay for the months remaining under the plan or for the material and labour
  for the service provided. We are waiting to hear back from the customer on how they wish to proceed.

  Customer Answer

  Date: 19/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: (1). the breach of contract and charging me ******* amount of money which was not agreed upon. I do not wish to continue with this company. Yet Evercare refused my cancellation and asking for an additional money. If needed I will bring this matter to a higher authorities and media. **** **** *** *** ** *** ****** *** **** *** **** ********* ** ***** **********
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 10/03/2025

  Enercare's position remains the same. We are unable to provide any
  further assistance to the customer with respect to their concern. We re-confirm that if the customer would like to cancel their plan, they can do so however, they will be required to pay for the months remaining under the plan or for the material and labour for the services that they have received.

  Customer Answer

  Date: 25/03/2025

  I just wanted to confirm, that:
  
  I confirm, that
  From the day-1 the Enercare did not make any steps to fix the issue even though it was reported by technician. There is no clearance/not enough space for the filter to put in and take it out without breaking it. The pipes that run from the water-heater are on the pathway where the filter should go in.
  
  The Enercare recognized and confirmed that their charges were incorrect, but they failed to send a refund. In response to my formal request to cancel my account/monthly plan with them, they responded they will not allow that and will charge me additional fees. Without my permission, Enercare put my money as credit on the account and started to taking the monthly fee from that amount. * ******* **** ******  * ** ********* ** ******** **** ** *******.
  
  Furthermore, I was not happy with the Enercare Communication, so far I'm finding that they exercising their power over the customers and do not have any intention to fix the issue and do the Right-Thing.
  
  I am seeking for the following outcome:
  the serious issue with "not-enough space" for filters to go in must be fixed, considering that Enercare still charging me monthly fee from the overpaid amount on my account (as of now there should be credit in the amount over $200.00)
  After the issue is fixed, I want close account with Enercare. The Enercare can take additional 1 month only (to cover their billing cycle) and cancel my account. I would expect Enercare to return the outstanding balance and there should be no further charges and there should be no further claims against each other. 
  
  Respectfully,
  
  *******
  ************************

  Business Response

  Date: 31/03/2025

  We confirm that service has been provided every
  time it has been requested. The last service request was on February 26th,
  2025, a technician attended the customer's home however, upon arrival he confirmed that
  the furnace was working according to manufacturer specifications. We re-confirm
  that due to a clerical error, the customer was charged for a portion of the material used in the repair. This mistake has been corrected, and a credit has been applied to the customer's account. As previously communicated, we cannot approve the customer's request to cancel the protection plan at no cost. However, they may cancel it if they choose, but they will be responsible for the remaining months under the plan or for the material and labour costs of the services provided. If the customer wishes to proceed with the cancellation of their protection plan, we look forward to hearing back
  from them; otherwise, we are unable to provide any further assistance with
  respect to this concern.
  

  Customer Answer

  Date: 01/04/2025

  
  
  Complaint: ********
  
  I am rejecting this response because:
  (1). service for fixing incorrect piping was not fixed since
  December 2024. I cannot get filter in the furnace as there is not enough space.
  The Enercare misrepresented information in their response.
  (2). Furthermore, I had warranty that was active until Dec
  31, 2024. Any service that happened suppose to be 100% at no cost. ******** **** ****** ******** *** ******* ** ** ******* ** *** **** ******** ** ******* ********
  (3). Enercare made mistakes with billing and charged me incorrectly
  (around $300), which they admitted later on. When I was trying to resolve the
  issue with incorrect charges, The Enercare people were *********** me, refused
  to connect me with management and were using *********** tactics (i.e., they
  were keep saying that if I don’t make immediate payment they will destroy my
  credit score).
  (4). Enercare failed to return my money after they
  recognized I made overpayment. They ********* kept my money and using it the
  way they want without my approval.  The fact that they don’t return my
  money – is also *******, especially considering that overpayment happened as a
  result of Enercare mistake.
  Any other Company (i.e., Hydro, ***** ***, Phone companies,
  Insurance Companies) – they return money when there’s overpayment. Enercare is
  the only one who ********* keeps the client’s money.
  (5). I see the Enercare continuing their unfair
  practice, they fail to deliver the adequate service. Furthermore, The Enercare takes
  their own mistakes too lightly and going harsh after client who trapped in
  their unfair practice. I sent formal mail (by ****** ***** asking for cancellation
  due to Enercare ongoing mistakes, unfair practice and inadequate service.
  As an example – the incorrect piping still not fixed since
  the call in Dec 2024. I cannot get filter in the furnace as there is not enough
  space – this is pretty severe issue.
  Under the Consumer Protection Act, I have the right to
  cancel a contract and have my money returned to me if the Business uses unfair
  business Practice which include all what I listed above.
  There should not be any further charges and this plan should
  be cancelled.
  I keep trying to resolve this issue, bur the Enercare showing unwillingness to resolve it and they continue their unfair practices. If this issue is not resolved I would have no
  choice but to take it to a new level. 
   
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 11/04/2025

  Respectfully, we disagree with the customer’s comments that
  Enercare has used *********
  behaviour. Enercare has not and does not engage in anti-competitive
  conduct. Enercare’s legal team ensures all contracts and processes comply with
  the law. We re-confirm that the last service request was on February 26th, 2025;
  a technician attended the customer's home and confirmed that the furnace was
  working according to manufacturer specifications. Since February 26th,
  2025, the customer has not requested service. We also re-confirm that the
  customer has a credit balance on their account. They were previously asked to confirm
  an email address they would like us to use to refund them via e-transfer however,
  to date, the customer has not confirmed. The customer has the option to leave
  the credit on their account to cover charges for the heating protection plan or
  we can process an e-transfer for the credit amount however, the customer will
  be responsible to make payment towards their bill. The customer also has the
  option to cancel the protection plan but a mandatory bill-out charge will apply
  as previously advised.

  Customer Answer

  Date: 14/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Enercare misleads and disregards ********** on their part. 
  
  
  
  Sincerely,
  
  
  
  ******* ****