Enercare Home & Commercial Services Limited Partnership
reviews and complaints

We recently bought a house where there was rental equipment. When I reached out to set up our account and change the name to ours, they confirmed there were no rentals at our address and that we owed nothing. They said they would get a supervisor to send this in writing. I have not received anything, that was December . We continued to get monthly bills, each month I reached out, I emailed my bills to them as per their request and I was told a supervisor would call me back in December . Here we are today, March 2022, I am still getting invoices, no one from Enercare is able to confirm we have any rental equipment on our account and no one is helpful. I have still not heard back from any supervisor from my emails or my telephone calls. Today I spent 1 hour and 24 minutes on the phone with a woman who was clearly untrained, did not know how to handle customer service matters, spoke very little English and was extremely difficult to understand, she didn't know how to address the issue, kept putting me on extended holds, and she hung up on me! I wasted all that time and ended up getting absolutely nowhere.

Enercare is not responsive, they are not polite, they are not trained, they are extremely inefficient and very disorganized! I have approx 1 thousand dollars owing, and I cannot pay the invoice as there is no link to an account, yet I am being called by my gas supplier to pay - if this goes to collections as a result of Enercare not handling the account properly I will be livid.

This company has no idea how to effectively communicate and follow up on customer matters. They do not care about paid customers and are not providing training to their employees to prepare them for customer service calls/complaints.

Similar to other reviews on this site. We moved a year ago. When I called to cancel the service before moving they told me I'd missed the "window to cancel" and I was stuck for another year. I no longer needed their services at the new address as we are on propane and they have no clue how to deal with propane. I know this because I tried calling for service and they have me an absolute run around like nothing I've ever seen before. We could smell what we thought might be gas so they told me to call ***. I explained that I'm not with *** and that I'm on a rural site and we use propane. I was told I'd have to wait as they were escalating the call and a manager would call me back. Long story short, they never called me back and then pretended not to have any record of the call even though I was told that the call was being logged and someone would call back. When I called back I got the exact same run around except this time I insisted on speaking to a manager ASAP. After some more fumbling *** they finally put me through. I had to explain my situation all over again at which point the so called manager explained that they don't typically service rural sites and that she would go ahead and cancel my account. Well guess what, the account hasn't been cancelled and I've now received another bill. This is one of the worst companies I've ever dealt with, unbelievable ***. I just called to ge the bill canceled once and for all it was 3:00 PM on Sunday and even though the message said that they are open 8:00-8:00 M-F and 9:00-5:30 on weekends the offices are closed. What a joke. I'll be calling first thing Monday morning and someone is getting an earful. Absolute useless company. No idea how they have such high ratings on

I have a rental hot water tank/ water heater from Enercare. 2 weeks ago when we are having trouble with hot water, I called a technician from Enercare. The technician advised to install a upgraded and more costly new hot water from Enercare. At the same time he put a tag on the old water tank. The new water tank rent per month is totally different than what Enercare advertise on their official website. The Power Vent hot water heater rent I am getting is $31.49 plus tax and the price they advertise is $26.49 plus tax. I called and emailed this matter to the authority with a screenshot of their website but they replied that they can't do anything the advertising price is wrong. So I changed the water heater from Enercare on 2nd December. As the first technician from Enercare put the tag on the first visit, when they changed the water tank and downdrafted the chimney, they are supposed to inform *** about the upgrade. But they didn't on time. As a result, the *** people came yesteray and shut off the whole house gas while nobody home without notice. We don't have heating and hot water more than 24 hours and we are freezing. It feels like we are on the street in this temperature with my 6 years old son also got sick. This is inhumane. Yet we don't know when we will get back the heating back. I called several times to *** and Enercare and tried to talk to a supervisor or make a complain in Enercare. But I was told Enercare doesn't have any complain option. Nobody seemed really care about our situation. It's not like we are in this position for any kind of our fault or behind the bill or unsafe/ hazardous condition.

Please help the consumers like me from these type of Company, who serves people but doesn't care about people.

For enercare's neglegency *** shut down whole house gas, heating and hotwater.

. They came to do maintenance on heating system for which I purchased a protection/maintenance plan. The technician convinced me to buy air conditioning plan too. I purchased AC Protection/maintenance plan the same night. but after that day our AC stopped cooling. When asked to come and see if Heating system technician did some thing wrong? They left us in very hot days with out AC for few days and when the AC technician was supposed to come they sent heating guy who left without fixing our problem and accused main office for making mistake and not sending proper technician. The AC technician came after additional two hot days. He diagnosed that pressure switch needs to be replaced and it will cost $359/-plus HST=$407.00 I asked is it not covered, he replied part and labour is covered but this will take three hours to install because they have to remove refrigerant gas and then replace it with new one which is not covered. I contacted another licensed AC technician. He diagnosed that there is no problem with pressure switch and even if it was Pressure switch your own refrigerant gas is collected and refilled again. in this process very little gas is lost but it should not cost $359.00, Bottom line is that my AC technician diagnosed that the capacitor is bad and needs replacement. He replaced the capacitor and charged $180.00 only. I did not contact Enercare but they called me after around 10days to make an appointment to replace pressure switch on my AV. I told them they are not honestly dealing with their customers I don't need their services any more. They claimed that if I cancel my plan before one year, I will have to pay $90.00 plus tax for the AC problem diagnoses (which was false diagnoses). Their customers pay year around for maintenance/protection plan and get this kind of service.

My mother has been an Enercare customer for 17 years. When the AC unit and furnace are working, there are no complaints. That is the nature of insurance-like subscriptions. You only see the true face of a company when something goes wrong or you want to stop paying them. The AC unit broke, the first technician replaced the capacitor and didn't check the function (still broken), so she was living with 30-31C indoor for weeks. Second technician tells her she has to pay $300 - $600 more to do a test (despite her having a "all parts and labor" plan) among deceptive messaging regarding what is and is not included in the package. They get a salesperson to come and quote a new AC unit and spends 30 minutes (literally that long) on the phone with the backoffice to "check inventory", "all we have is *** 13", "best in class", "only a few left" (worst efficiency model legally allowed in the series, alarm bells deceptive advertising and false urgency), throwing out $5K-6K numbers for what should be a less-than-$3500 total price incl install. When I confront the salesguy he says "by best in class I meant best of what we have available". If this person is representative of Enercare as a company (by their self-proclaimed 10+year tenure) ***. After that incident of course I reject their offer, and proceed to cancel the water heater rental plan. Enercare coincidentally has already tried to *** my mother into another 10-15year rental contract earlier this year so they say "the only cancellation option you have is a buyout of the heater for $1600", and so I open up a dispute by email. Even their "loyalty credit of 6-mths free rental" is deceptive nonsense as it's just a false gift to keep you on the plan that *** you out of a lot more money than a water heater should ever cost. This has been my experience trying to help my mother escape.

They came, they broke the system, they left

That is the essence of the service I've got from Enercare.
Here are the details:
1. The furnace was replaced in Feb. 2021. They did not glue the water pipes, so water damaged the parquet floors in the basement (no resolution yet)
2. This year 2022, we noticed that humidity is way down and called them to review of how they re-attached our humidifier during the original replacement of the furnace
3. They CAME March 15, 2022, they re-wired the humidifier, which did not get the power and it started to work (though not completely, as they said it would only work in on or off mode). Two technicians who came also managed to blow the fuse in the furnace and had to replace it during re-wiring process
4. Next day I noticed it was too cold and that *** is not reading the temperature correctly and as a result, it would not start the heating. The difference was 4 degrees. I called them back.
5. Another technician came the day after - March 17 2022, he said that something is wrong with the air temperature going in and out and was not sure why, deciding that probably it was due to the furnace being too smart and not starting to work at the full capacity right away. He also ordered a new motor due to the vibration. (Remember, it is one year old furnace)
6. As I complained about the ***, they sent back the same guys who re-wired the humidifier and they came later on March 17. They spent there about and hour, did factory re-set of the ***, tried some other settings and left without fixing anything. The advice was to dial *** to 26 in order of it to keep temperature above 22
7. THEY BROKE! The next day, on 18th of March, 2022 I went outside and noticed the unusual noise. The noise was coming from the air conditioner unit working simultaneously with the furnace. Even when I dialed *** not to start the heating, the air-conditioned unit outside was on. I had to switch it all off, to avoid a possible break of the entire system.

TOO BAD

I have had a contract for a water heater for 10 years with this business. In the last 2 years I have called numerous times to request the end date of the contract as I would like to move to a purchased unit. I have been told by several agents that the contract ends when the unit is deemed unserviceable. The unit began leaking on Sat Aug 15, 2020. I called and was given a service appt for Mon Aug 17, 2020 between 12noon and 4p. The technician came and told me that the unit is unserviceable and that my contract was ended. I asked what I should do next. He told me to call Enercare and let them know the report is coming through saying unserviceable. He told me Enercare would have his report by email within 15 minutes. He did not leave me with a paper copy. I have two witnesses who heard him say the unit was unserviceable. A few hours later I called Enercare and told them I wished to end the contract based on the above. They told me the technician's report said nothing about the unit being unreparable. They offered to send another technician out. I requested to speak to a Manager. I was put on hold for quite some time and then the agent told me the Manager would only tell me the same thing. A second technician came to my home 3 hours later and told me the unit was unserviceable because it was leaking. I took a photo with my phone of the e-report he was writing for proof. I called Enercare again and after being routed through several people, put on hold for another 12 mins, I was told the first technician didn't complete the report correctly so they did not know it was not serviceable. I asked why they would dispatch another technician on a call when the first did not repair the unit. Clearly that was an indication it was not serviceable. After much discussion and proving I had a copy of the latest report, Enercare agreed that the contract was ended and the unit was not serviceable.

As a customer, this is a very unfavourable experience.

I retained the services of Enercare as I had in the past, a very good experience. Based on that experience I retained their services. There was an issue with the toilet. They sent a plumber to rectify the situation. A few days latter the issue remained and we installed a new toilet at our own expense. I called the Enercare services and they informed me that I was not listed with them. They advised me to contact Enbridge. Enbridge had no information. The monies were paid out. I recently got an email advising me to renew the contract. I contacted the customer service and properly discussed the issue at hand. I was informed that I would hear from someone in their company within 48 hours. Never heard from anybody for about a week or so. Contacted them again and spoke to another agent. He kept asking me the same question. I asked him if there were any notes made as the woman I spoke to had given me a reference #. He once again told me that he had passed the information to the dispute resolution centre. The third time I called, the same situation. "Someone from dispute resolution will call back." The lady from dispute resolution called me 2 days latter and in a very ossified manner refused to listen to me and advised me there was no resolution. "we do not install toilets" I interrupted her and asked her if she had even bothered to read the notes. "I am not here to argue, sorry this is how it is" and hung up on me. This inflexible response from their supervisor at dispute resolution. I don't understand how she even got the position . I then called the customer service and asked if I could get in touch with the CEO of the company. The agent advised me that this was a call centre and they do not have any information as it is all very private. I then insisted that she refer my matter to her supervisor. I finally got the email of Office of the President. So far I have not heard anything. I am willing to copy you the email I sent to the office of the President. I requested that they refund me the money or extend the contract for another year. To me this was a very amicable approach. I think, given the above, I have been very reasonable.

We've had a positive relationship with Enercare for many years but this is no longer the case. For the greater part of this period, we had a furnace maintenance agreement. There was an annual inspection of our furnace, the technician would do a thorough and professional inspection and I would generally respond very positively to the requested survey. The annual charge was also quite reasonable. About 18 months ago an Enercare sales representative offered a Parts and Labour plan for both our furnace and air conditioner at 50% off for one year (approx. $15/month per unit). I agreed to this. In July I was sent an e-mail advising that the charges would increase to approx. $26/month per unit and that I had 30 days or so to cancel. I was quite busy and did not take the time to phone and cancel, which I would have done at least for the air conditioner. We moved from our home in January and now Enercare has billed the amount owing to the end of the maintenance period, a fairly significant charge. I spent close to an hour on the phone last week with two Enercare representatives. Enercare has done nothing in the nature of maintenance on my furnace since February and nothing whatsoever in the nature of maintenance or anything else on my air conditioner. These additional 'end of contract' charges are totally unreasonable and unwarranted. I can accept the charges to the date of our cancellation but there should be none after that date because, in this case, Enercare has provided no service whatsoever and has not expended any resources. I will never, never deal with this company again and will provide negative references every time I have an opportunity to do so. ***, incidentally, absolves itself of all of these contentious situations and simply bills whatever a third party such as Enercare says is owing. This is not right and there should be some responsibility on ***'s part for such excessive billings. I will also never give a positive rating for Enercare again ***. There should be no automatic renewals of such agreements. The customer should have to respond in order that the maintenance contract continue. In the absence of such a response, the contract should automatically cancel and not vice-versa.

I had a very bad experience with Enercare. ***. I had several bad experiences which are summarized below:
(1) Their paper work is very poor. You will not get any info on what your protection plan covers.
(2) You will find that their staff level competence is very poor. Depending on who you talked to, you will get different answers every time. Sometimes the staff are difficult to understand.
(3) Their departments. Customer Care, Cancellation, billing and dispute resolution are not synchronized. They all give you different information on every call.
(4) Their support departments especially the furnace maintenance and plumbing are not synchronized at all.
(5) Their level of expertise for plumbing and furnace maintenance was very poor.
(6) The plumbing and Furnace maintenance technician do not carry with them some basic tools and no common spare parts.

ISSUE A
I had a furnace and maintenance plan for my personal property. During the routine furnace maintenance, I pointed out some spilled water on the floor. The technician concluded that it was a plumbing issue. The plumber was scheduled but he did not have any parts with him. He concluded that it was furnace issue. After talking to the supervisor, he concluded that it looks like a plumbing issue. They sent someone straight from the college and did not have a drill with him or any parts. Besides I had to call the office several times to schedule someone to come in. In the end I decided to cancel the plan and called in a local company to fix the problem. It literally took less that 15 mins for the local company to fix it.

ISSUE B

Initially I had two properties enrolled in the protection plan. My principal residence and a rental property. For my principal property, the monthly charge was appeared on my *** bill and everything was fine until I got the issue A above.
For my rental property I had cancelled the plan after one year and gave them the name of the tenant to see if the tenant was interested. This is on their records too. However, as I mentioned above, I never received any paper work from the company. When I cancelled the plan for my principal residence, to my surprise I got a bill for $222.76 and another one for $253.12 (one week apart). I had no idea that I had a protection plan with Enercare for this property. I had never received any correspondence for regular maintenance not was the amount regularly billed to me.

We have been without hot water since Wednesday night. I called on Thursday and was able to get an installer out next day Friday for them to replace the water rental heater. Unfortunately, due to an issue with the tubing/liner the installer could not complete the installation as the tubing had to be replaced first and he did not have the materials. He advised that Enercare would reach out to reschedule the appointment. I did not receive a call back. I called back at 8pm that same day and the individual told me that they saw the note on the system but were unable to rebook the appointment and that they would call the next day, Saturday by the afternoon, with the appointment. At 2pm on Saturday since we did not receive a call and the customer service representative informed me that the installer was on the way and was about 30 minutes away. I was upset that we had not been informed in advance of the appointment but rushed over to the property. After over an hour had passed no installer arrived. Once again called Enercare and after 30 minutes on hold they told me that they could not get in touch with their installation department and that it would be best if they called me back and that there was no point in waiting for the installer as it appeared that they were not going to be able to arrive. This brings us now to Sunday when they called and left a message advised that an installer would be out on Monday between 11am and 3pm. To our surprise the installer never arrived. Of course, being extremely upset I called Enercare and spoke with their manager about the number of installations that were scheduled and yet no rental heater replacement yet. He assured me that they had rebooked us for Tuesday (today) between 11am and 3pm and they put a note to ensure that the installers understood that it is an emergency. It was noon today and we still did not receive a call that somebody was on the way. Of course, feeling apprehensive that nobody would show up I called again to make sure that they would be coming. Enercare assured me that they would be out and there was a note on the account about the urgency. It is now 3:45pm on Tuesday and surprise, surprise nobody showed up. I have been on the phone for over 30 minutes trying to get a response and reason as to why our appointment slot has come again and there is still no one there to do the installation of the liner and water heater. After waiting for about 45 minutes the call gets disconnected and I am once again on the phone with another agent explaining the situation again. The amount of time that I have spent to try to get this resolved is ridiculous. I spoke to a manager yesterday who assured me this would be resolved today. I am not exactly what to do next and at this point and almost to head over to *** and purchase our water heater.

Enercare's billing and customer service is the ABSOLUTE worst I have ever experienced in my life. It is astonishing to me how little follow-up and accuracy they have in how they run their business, to say nothing of the disregard for taking care of their customers, or taking responsibility for their mistakes. To make a long and incredibly frustrating story short - I live in a co-owned building and discovered they were billing me for my neighbour's new water tank rental, as well as my own, for 20 months! Add to that, they charged me over $600 for repair to my water tank rental even though the technician made an explicit clarification to the home office that I was not to be billed since this was a rental tank. All in, they overbilled me about $1600, and it's been a nightmare and a black hole of my time to try to get them to understand and rectify this situation. When they finally stopped billing me for 2 rental tanks, they continued to screw up by suddenly charging me $15 more per month (which was what my neighbour's tank rental was) instead of my proper rate - so the need for me to continue to request credit for overbilling continues. I have given them the serial numbers to both tanks to rectify the situation and the error on their files multiple times. Yet each time I call them back to see why this isn't fixed, it's like the notes were never put in the file. I've called their customer service 7 times over 2 months, each time being assured my case was being "escalated" and that someone would call me back "within 2" or "within 5 business days." Never got a call. I literally had to laugh out loud when the next customer service earnestly told me someone would be following up with me. I finally complained to the Office of the President as well, and the autoresponder assured me I would get a personal call shortly from a "Customer Relations Manager." Two weeks later, still nothing from the Office of the President, which I was told acts like an ombudsman on behalf of customers. After about 10 hours of time on the phone, figuring out the myriad mistakes they've made, they have made some partial credit to my account (even though I requested cheque, not credit). I'm still waiting for accounting from them to explain how they got their credit numbers so I can confirm it matches. I've requested a copy of the rental contract (which I was never given, I inherited the tank from the former property owner) and have been told they have to "confirm" they can send it to me. What? You have to get approval and think twice to send me a piece of paper that outlines what you're supposed to be giving me if I rent equipment from you? Bottom line - Enercare demonstrates little attention to customer service and apparently feels no compunction about just taking a customer's money without their permission ***. Their billing and records seem to be a joke, and the company apparently has no regard for integrity and following through on your commitments. Just an awful experience all around! If you are stuck with using them, watch your bills like a hawk and don't believe a word they say.

Trying to get a call back and speak to someone who actually completes the task and schedules the service call for no hot water is impossible as it seems.
I have been at this all day today for a HWT that was replaced just over two weeks ago, that time was a 3 day wait...terrific service.
You can imagine the frustration when you have a household to run without hot water.
And they had the nerve to ask me to sign up for a maintenance plan for my HWT and my furnace through them.

In the last 8 years I have had 9 service calls on the hot water heater, which was replaced just over two weeks ago. I was without hot water for 3 days, time missed from work etc., you can imagine the frustration while trying to run a household of 5 people.

When I called this morning (rep # 1), I was verbally provided with an appointment time from 5-9pm today, I then received an email, to which I replied immediately requesting assistance. I have not received a call or a reply via email. The email noted that the appointment would be for tomorrow from 8-12, which is not what I was advised of on the call. During this call I advised that the number to contact was XXX-XXX-XXXX and NOT the house #.

I ensured that I was home by 5pm in anticipation of this appointment, I then called the 1-800 number again, spoke with another rep (rep # 2) who said that someone would call me within 30 minutes to set up an appointment for this evening. I verified that the appointment in the system for tomorrow morning was revised to this evening, he confirmed. During this call I advised that the number to contact was XXX-XXX-XXXX and NOT the house #.

Fast forward to 7pm this evening, I called the 1-800 number again, spoke to another rep (rep #3) who confirmed that I did not have any appointment for this evening, that it was still in the system for tomorrow from 8-12, he promised that the home number would be deleted and that someone would call me in 20-30 minutes to verify an emergency appointment for this evening. I haven't heard back from anyone. During this call I advised that the number to contact was XXX-XXX-XXXX and NOT the house #. He confirmed that it had not previously been changed in the system and confirmed that he changed it.

It's now 9pm and as I hang up with Rep # 4, who is reading from cue cards no doubt on what answers to give, the excuse went from someone calling my home number once to twice in minutes. I have requested this be changed when I entered into the new rental agreement over the phone while the previous service rep was in my house organizing the replacement. Funny how the replacement was made, new agreement entered into, however the phone number was not revised - also, every call I made today I asked that they NOT call that number.

As someone who is employed as a service manager for a new home builder, who we enter into rental agreements with for all of our subdivisions, I can say that I am appalled at the level of service and that going forward my personal experience will play a large role in making these decisions for our clients.

I have asked for contact information for someone who I can escalate this situation to, it would appear that this doesn't exist.

Please help or send me a contact number for someone who can! Case ref # XXXXXXXX.

I wish to advise that if I dont not have hot water by 12pm tomorrow, I will physically have the HWT tank removed and delivered to the address on your website.

Thank you,
Rachel G

In Aug 2017, I found a small leak (a couple of drops in total) from a pressure relief valve of our water heater (WH); no big deal but I should leave for the US where I then worked and I could not allow developing the leak further. The WH was rented, and all bills were from ***. I called ***. They sent a technician who was from Enercare. In fact, replacing the valve is a very basic job: drain some water out of the WH, remove the discharge tube, and replace the valve (costing $27). When the technician tried to unscrew the valve, he … broke it. Anyone who have some technical skills (like me) would not believe me--it’s not possible to break the valve; it can be unscrewed safely in seconds from a 10-year-old residential WH. I agree. However, it’s easy to break the (brittle) “bronze” valve by squeezing if there is an intention of doing it... The technician told that the valve cannot be replaced because part of it left inside WH and now the only option is to replace the entire WH! He told that replacing the WH would cost me “maybe $200” to fix the ceiling if it needs to be cut to pass venting pipes outside the house. I agreed to (lose “maybe $200” to) replace the WH that belonged to Enercare. It was not our WH; we did not intend to replace it or buy a new one; we did not ask Enercare to replace it; we did not hire Enercare to do ANY job at all in our house. In the first place, the technician came not because he was called on to do a job but because in 5 years we have paid near $2500 for the Furnace Protection with Maintenance Plan; Enercare received the money (through ***) but did not do any job; no one ever came from Enercare to maintain the WH; at the end of the day, the valve started leaking exclusively because of the Enercare negligence... If I would read the reviews here or knew what will happen next, I would not deal with Enercare but would buy the valve and replace it myself… In a few days, the WH was replaced; at least 2 sq. m of the ceiling were cut out in many locations all around the basement. All cuts were done for no reason as I learned when the other company was replacing our heater and also needed to pass venting pipes outside the house--they did not cut the ceiling at all... In order to fix the ceiling, we should pay $800 (not $200 as predicted by Enercare) because the damage was so huge… The next bill from ***;included the cost of changing the WH. It was $967.95 (in addition to $800 we already paid). I called ***, spent hours on phone (from the States) and spoke to a dozen people. ***;agreed that we should not pay. When I returned to Toronto and first saw the new WH, I understood that no one should be in the basement because of the high level of exhaust gases (including highly poisonous carbon monoxide)! I called the same/other company and they found that the venting pipes that go from the WH to the outdoors were not sealed (!) by Enercare as strictly required but only insert one into the other! *** (Do you still want to deal with Enercare?) The carbon monoxide leak, which is extremely dangerous, was fixed same day... In June , Enercare sent us an invoice for $1027.90. I contacted ***;re: the case. No answer from her but it was quiet for almost two years; no call/word from Enercare. Now, *** started calling us to collect $1027.90 on behalf of Enercare. This is what you should expect if you deal with Enercare that would break something intentionally in your house to then take your money to fix the created damage--this is the company’s business plan as evident from my case and the other reviews on this site.

On Feb. 13, 2020 my 6 year old rented furnace stopped working. I am a *** lady who rented the furnace specifically for the 'peace of mind' that Enercare would fix any problem. Around 7:30pm on Feb. 13th, one of the coldest nights we have had this winter, I smelt a very pungent plastic odor. By 10:30 pm I noticed it was getting really cold in my home. I checked to see of it was a *** problem, (the thermostat that was installed with the furnace), but realized there was no heat coming from the vents. After getting the Enercare number on the furnace, I called and was put on hold from 11:15 pm till I hung up at 12:30 am, ( 45 minutes where no one responded to my call). The next morning the house was 49 degrees. I called and a technician arrived around 3:30pm. The technician said the problem was the Motherboard had burnt out and that he had ordered the part and would be sent to me by 10pm that night. Why the part had to be sent to me was never explained. When the part did not arrive, I called Enercare on Sat. Feb 15, (now 2 days without heat in my home), and explained to the Operator that it was freezing in my home and I was isolated to my bedroom as I had a *** heater in there. I also told her about the *** that I suffered from and it that this was triggering me. She said she 'understood' my frustration, ( a term I would hear over and over), she put me on hold and returned saying the part would be delivered by 10 pm Sat night. Of course the part never arrived. By Sunday, Feb 16th, I was in tears when I called again. Once again the Operator told me the part would be delivered by 10pm Sunday night. I explained that I felt helpless, very much alone and of course freezing and the repeated promises for help from this company were not enough. For the first time, I was offered space heaters. Why they could deliver space heaters and not just fix the furnace, she couldn't answer. Once again the part did not materialize. By Mon. Feb 17th I had been in sub-zero temperatures for almost 4 days. When I called this time I threatened legal action as this was "elder abuse", causing both mental and physical distress. The Operator put me on hold, and came back with the same tired ,'the part will be delivered today'. Miraculously, the part arrived around 5:30 pm. The man that delivered it told me to call right away and Enercare would fix the furnace immediately. I called once again and this *** company would not fix the furnace until 12 - 4pm on Tues, even though I had been through so much ***. The worst part of this whole nightmare; when I actually looked at the invoice for the part, it had NOT been ordered until 2:43 pm On Monday Feb. 17th. ***. It wasn't until I threatened legal recourse that the part was actually ordered. ***. After the Operator told me I had to freeze another night as they couldn't fix the furnace until Tues. afternoon she actually tried to sell me an air-conditioner prevention package. Wow, the callousness of this company was unbelievable. When the technician showed up around 1:30 pm on Tues. Feb.18, I had been in the cold for nearly 5 days. I was lucky enough to get the same technician that had diagnosis the original problem and the look of surprise when he realized that I had been without heat was telling. This technician was the only 'good' in this nightmare. When I opened the door I couldn't stop my tears and he was very kind and fixed the furnace in less than 30 minutes. I have never received an explanation as to why this company *** to me about not ordering the part until Mon. If it wasn't possible to get the part all they had to do was be honest and I could have made other arrangements, but this 'stringing' me along each day is unforgivable. As was the indifference of the operators who knew the part was not coming but told me to expect it anyways. I do not blame the technician or the Operators for this. This kind of *** comes straight from the CEO's. What Enercare put me through was inhumane and as of this writing I am seriously thinking about contacting a personal injury lawyer. If I don't stand up and tell my story some other elderly person, ( who doesn't have a space heater), could die. I have always paid my Enercare bills on time. For six years they collected my money but the one time I needed help,(that I paid handsomely for), they were NOT there. A final insult, since my contract renewed this Jan. I am stuck with this *** company until next Jan. because if I go with another company they can demand the next 10 month payments from me.

I had enercare install new hot water tank in my home. When the tech arrived he had asked if i want to buy to rent. I stated Buy. He filled in the agreement. Wrote the cost of the tank and indicated at the bottom of the agreement it was a purchase. As time went on i did not notice they were charging a rental fee for my wife payed the bill and never questioned it. As of three months ago i looked at the bill, called enercare and at that time they indicated if i want out of the agreement i need to pay $ 900 for the tank. I expaalined myself to them, I have the agreement they sent to me and it clealy states purchase. I want to correct tis but they are not in acknowledgement as to only charging the difference of what i have payed in rental.

Seeing others complaints i am afraid of just buying it for they may charge me and still bill be a rental fee.

Can someone help.

I have been with enercare for 17 months and have paid regularly. In june 2023 , I wanted to stop the service but was told that they would give me 3 months free to see and that I could opt out if I still did not like it. However, when I called back in September to opt out, the agent who responded, Christine told me that I could not as I had agreed verbally to continue the service till april 2024. She told me that the 3 months free were given to me on that condition. So I told her to that I would pay back the three free months and have my service annulled now. She initially agreed and then ended up not only cancelling the free months , but also advised me that I still would have to continue paying enercare until april 2024 I have no idea what to do now?

[Typed in haste and anger]

This is Tuesday afternoon [protected]), water heater went out last Thursday night the 22nd).

Tech came Friday eve, need replacement part he claimed and appeared to order it.

- no word as of Sunday

Called Sunday eve, no info yet sir...

Called Monday (x2 calls, btw each call is at least 30+ minutes after getting passed about many many time asking for validation questions each time)

- 1st, don't see an order for parts, we'll place one and get back to you

- 2nd 2 hrs later, because no call back so I called. Oh? we see an order was place Friday?, we'll get back to you on part delivery (note part not parts)

Called Tuesday( x4 calls )

- 1st, we have no update, let me check and get back to you (got a ticket number this time) and lady said will get back to you in 2hrs and you can ask for me if longer. (name never was around for rest of calls)

- 2nd, 2hrs later…, I’m Looking for [name], she’s not available can I help, here we go again… got another ticket number after quoting the 1st one? And was put on hold while she talks to parts department, end result parts will call me back in 5 minutes…

- 1st incoming call, hard accent all I got was parts are being shipped, I ask for a waybill number to track, he couldn’t do it but will call me back. ( call never happened )

- 3rd outgoing, no get back, so I called 2 hrs later, AND change in answer, 2 of the 3 parts are in, the third will be in Friday (8 days no hot water. Got mad enough to go as high as possible (complaint department)) and I simply asked/said "I would like hot water today, get the parts or send another heater!" nope can't do that, old heater has to be fixed to deem it garbage(my word) but we are sorry for the 50th time today(not exaggerating). AND it gets better I got another ticket number to reference. I stated the first 2 tickets got me nowhere what does this ticket do? It will direct directly to the complaint department. But, I’m here now and you can’t do anything except give me another ticket and say your sorry yet again. I asked again “I need to talk to someone that cares about their customers and it’s me in this case”. Her Answer: Nope this is as high and you can go….

AND I add, we can’t book a service tech until after the parts arrive. So if parts happen to come Friday or fri-Night when’s the next tech available? It’s July long weekend coming, everyone works the long weekend right?

Don’t deal with “enercare.ca” ever!

I have been with Enercare since I moved to Guelph 20 plus years ago and they have been great, up till lately. My water tank gave up the ghost Sunday June 11 and I had a service man at my door Monday at the scheduled time. He suggested a new tank and stated it would be 3 to 4 days. He started the process but I had to get permission from the landlord which was done about an hour and a half later that day. I called on Friday to see where the heater was and was told the earliest appointment would be Monday June 19 between 11 and 3PM. Two gentlemen showed up around 11:30 AM and went down stairs to look at the heater. After approximately 5 minutes they went to their truck and drove off. We thought they were getting parts or going for lunch. Approximately 1 hour late they called and said they could not complete the job. I ran downstairs to get the phone from the wife and talked asking what the problem was in return I got that I need to make another appointment and again I asked why and he stated there was a mattress in the way, I said you could have told me that I could have put it against the wall. It would have been done faster than they could have got their tools which were still in the truck. I called the office immediately and said to the young lady that answered the phone that I was quite mad and nothing I am about to say is directed to you and went on to explain. She was very apolagetic and said the earliest appointment would be tommorrow. I explained my wife and myself both had diabetes and I also had a heart condition and we have not had a shower since the hot water failed on the 18th and she asked if I could hold for 5 minutes while she checked to see if she could get it done today. We are both smelling a little ripe to say the least but we are hoping all goes well tomorrow. Personally I do not believe anyone should have to go 10 days without hot water for any reason. They did not even have to common courtesy to tell me I would have to lift the mattress against the wall so they could carry on remembering at this point no tools, water heater were brought into the house. To top it off my bill came in today for the full amount of the water heater. Nice to be a big company that does not care about itès customers.

Good day,

1. I contacted Enercare for a plumbing issue on May 8 and got the appointment for the next day, Tuesday, May 9, Confirmation Number: [protected]-1 between 11am and 3 pm. I don't live there and had to purposely attend the location to get the problem fixed. At around 1pm, after waiting for 2 hours i received a phone call from Mr. David Laird advising me that the plumber who was suppose to attend my house is sick and instead he will try to attend my house between 5 and 7pm.

I agreed because I had no choice, I was already there. I advised him to call me prior to attending. When I didn't receive any call from him till 5:30 pm, I called him. He answered saying he wasn't sure if he was going to make it today. My whole day was wasted for a 15 min job. At 7:45pm I received email Receipt: [protected]-1 from Enercare not sure why, for failed to attend the appointment ? This is the 2nd time I waited for the technician and no one showed up.

2. On Thursday, May 11 at 12:42pm I contacted Enercare for fresh appointment. The appointment was set for the next day between 10am and 2pm Confirmation Number: [protected]-2.

I requested the call taker I believe her name is Juliana to speak with the on duty supervisor/manager to bring the May 9th no show incident to their attention. Ms. Juliana put me on hold for few minutes and advised me that i can not speak with supervisor because i was already provided another appointment. I was shocked and thought she is not serious but unfortunately she was. I again repeated my request but she flatly refused. She was adamant that just because I was provided another appointment I lost the right the right to speak with a supervisor or manager. She continuously refused to provide a relevant reason. I was on call with her for almost 30 min. Instead of getting any satisfaction I got frustrated with the way she responded. I strongly believe that she is unaware of customer service process and needs some training. It appeared that she was acting and simply following someone's instructions. I am not sure what policy Enercare have in place to deal with this kind of situation but I don't wish any financial harm to her. She definitely need some training not loose her job. Please listen to the phone conversation recording.

I certainly wish to speak with someone about this, my cell [protected]

regards Sanjay Sondhi

I had planned to purchase the water tank instead of monthly rent and told enercare to send me the bill to my residence not my rental unit as it is far out from where I reside. In return, I never once heard back from them. I got caught up in family emergencies and some time later was issued a collections letter. When I called the company to confront them they said they had sent the bill as requested. I diligently check my mail and not once received any letter. Regardless I still paid what was owed to the full amount. What happens in return? I get issued another collections notice for an additional payment. Not once did I receive a direct bill or notice from enercare directly. I dont understand how you plan on having business with people when you have such terrible communication. Not once was I called, emailed or even mailed. Never wish to work with this company again.

I entered into a Enercare rental agreement for my water heater tank August 11. I am starting a home demolition/new construction project. During this time, there will be services disruption and gas cutoff. The tank becomes inoperable. I called Enercare Customer Service to give notice of services disruption and to plan arrangements for removal and return of the tank. I was advised my only option was to buyout at $1,082 + taxes. I could replace the tank with a new one within 12 months of renovation and be re-imbursed the buyout. I am moving into a condo during demolition/construction. Condo bylaws do not allow me to store inoperable equipment on building property. In the interim, I would need to rent space to store the old tank to ensure I could return it at the end of my renovation to receive full refund. Enercare is making this situation extremely stressful and difficult, trying to enforce restrictive termination 'buyout only' terms to address my specific problem. Their contracts lack full disclosure on defined time of useful life and estimated buyout costs. There are no clauses in the rental agreement to address service disruption during demolition periods. I wrote to Enercare Office of the President requesting to waive the buyout fees and return the equipment. The Office only gave me 2 options: buyout the tank at a reduced price of $616.73 + taxes OR continue paying the monthly rent up to a 12-month period. I would need to keep the old tank until renovation was completed, then be required to enter a new rental agreement at which time Enercare would refund the buyout costs or the rental fees up to 12 months. In both cases, I would need to keep the old tank and rent space until end of renovation. Both these options are *** one-sided and do not work for me. Enercare is being unfair, their *** tactics turning this into a very unpleasant customer experience. I appreciate your organization's support with return of the old tank and fee waiver.

I have been an Enercare customer for at least 8 years. Never had an issue until I purchased a second property in August . I had 2 accounts being billed under one. This confused me as I was not sure why the increase in my bill. Later when I learned that I was paying gas at the new property (as a result of receiving calls from Enercare for an outstanding balance), I requested that my accounts be separated as I needed documents for income tax purposes. This was approximately sometime in November or December. They told me it would take a month for the 2 to separate and to expect the change to occur in January . At that time, I also asked to have my bills mailed to me as I would like a paper copy for my income taxes. I continued to receive email bills but the amounts did not make sense to me. Enercare called me again regarding outstanding balances. I explained my situation to them again and the conversation I had in Nov/Dec. They told me they did not see the request to separate the accounts but they would do that for me at the time. I paid all outstanding balances and have records of it with my online banking. On October 5 I called Enercare again as I was not receiving any paper bills I had requested and was constantly receiving calls regarding outstanding balances. I went through the whole process again. This conversation was never documented in their system however I can prove it with an email confirming me email billing was cancelled so that the manual billing could commence. Our call was dropped and no one ever called me back. Again, I received phone calls regarding outstanding balances. I called Enercare again on Nov 24. This time I obtained reference numbers and all the details I listed above. I told them I would report them if the constant calls did not stop. I paid the outstanding balance of $205.32 that day and was promised I would get paper billing. Yesterday I received an email stating they would report me to collections if I did not pay.

I'm looking for Complaintsboard.com to help me work with Enercare. I have made dozens of attempts with the company to resolve my problem and I have hit a point where it's clear Enercare will NOT work with me. I'm also fearful of an upcoming *** attempt from Enercare and would liike to prevent this becoming a legal matter. I purchased a new home build in 2020 and didn't have a choice with the hot water tank. It was rented through Enercare. Knowing about Enercare from previous experiences, and the fact that it's clear they have no customer service, I knew I had to get out as quickly as possible. After over a year of extensive effort (why?), I was finally able to buy-out my rented hot water tank from them in June 2022 for just under $4,000. They had promised to provide us with an email or letter stating that we have purchased the hot water tank and that we now own it. This has not happened and now are unwilling to do so. I have called countless number of times since June without success. With approximately half of the calls, they tell us that they will send something (but NEVER do), but the other half of the calls, they state that the hot water tank is not owned and that Enercare can provide me with a quote for purchase. The latter is frightening to me since Enercare does have a reputation for questionable business practices ***. I realize that I have proof of payment through my *** bill (attached), but Enercare will not acknowledge this, which is quite concerning. I am really, really, really TIRED of being manipulated by Enercare. What I am asking is simple. Give me a confirmation by email or mail that I have purchased the hot water tank (check your pockets and my *** bill...sorry, there is a paper trail of the money I gave you so don't state otherwise). I hope that Enercare can see that I'm also trying to save them a lot of work as I have proof that I paid ***...please leave me alone and go after someone else.

I received $200.0 prepaid *** from ***.com. My name, card# expiry date and Enercare Advantage written on the card. I tried to use this card for the shopping at the ***. I swept the card at the casher. It declined. I swept the card couple to time, each time declined. I was feeling very embarrassing when the card was declined. I returned the murchandise. I called the *** customer service, phone# at the back of the card. Customer service informed there is some issue with the card. It will take two business days to resolve the issue. I waited and I called the customer service after four days. Got the same answer. I called again after a week same answered. They said we escalated the issue we will contact you as soon as issue resolve. Same time I contact Enercare and issue brought attention of Enercare. Enercare did nothing, and they don't have clue what I am talking about. My call transferred from one sales person to another, Every time when I call transferred Sales person asked same question over and over again My name, address and email address and Billing address and put me on long hold. Received email from ***. For the Identity Verification they requited me to upload (valid driver's license, or valid passport and utility bill showing current residential address). I don't know who is ***. Without knowing how can I upload my driver's licence and proof of residential address. They asked validation question everytime when I called. My name, phone# billing address and email address. Enercare responsible to fix the problem. They given authoraty to precardstatus to issue card. Enercare *** sold the water heater by saying giving rebate actually not. ***. Enercare should cancel the defective prepaid card and issue new card or send cheque. I made a mistake I bought the water heater from Enercare. I should read the reviews first. BEARE OF THIS COMPANY.

My wife and I moved from the property of ***, Stoney Creek, Ontario, *** on July 12th of 2021. I notified Enercare in May and in June to give them ample time to close my account with them. I've had so many issues with Enercare I knew I had to give as much as time possible to close my account. Due to the billing cycle of my account my July should have pro-rated the bill. In August, my bill arrived and they charged me for an entire month's worth of usage rather than 3 days worth. I called their customer care team and was instructed to pay the bill in full and I would then receive a cheque the next month paying the difference, so I paid. In addition, I have been sent a bill and have been charged every month since I moved as well. I have called Enercare a few times every week since July. If I had to guess I have probably called over 50 times since and wasted hours upon hours getting the run around. I have spoken to supervisors, customer care team members and the billing department. I have been told the cheque has been ready, I have been told the cheques are not ready. I have been told to wait since the back office team hasn't finished fixing my account. I have been told everything under the sun. In fact I got sick of people telling me to wait and that they will send an urgent email to ***@***.ca and ***@***.ca that I decided I would email them myself. I have sent an email (just like the one I'm sending you) to those accounts every day for the last month - I have never received a reply. I have been more than patient. I have told them about the potential of contacting Complaintsboard.com or even my lawyer and I get the same answers every time- I need to wait longer or they are working on it. It should not take to December, and let's be realistic January 2022. These are the numbers I received from the single helpful person from Enercare named ***. Reference #XXXXXXXX Cheque # [protected] Account #XXXXXXXXXX

Hello, It is with extreme disappointment and despair that I write to the Complaintsboard.com today, looking for help. On September 25, Encercare installed a new Furnace, Air Conditioner and Humidifier in my home. The installation process required new venting to be installed, which required holes to be cut out in my finished basement drywall ceiling, and on my exterior brick wall. The Enercare installers broke through a lot of brick and mortar on my exterior wall, leaving a large hole around the venting pipes. I was told that a masonry contractor would visit my home to complete the brick and mortar repair, on the week following my HVAC installation. That never happened. In addition, the new Air Conditioner unit generates a lot of noise that is clearly audible in my daughter's bedroom causing a major disturbance, that we did not experience with our old unit. I believe the noise is travelling into my home from the large unfilled opening in my exterior wall that needs to be repaired by Enercare. In addition to repairing my exterior wall, Enercare was supposed to install a "sound blanket" on my A/C unit to help reduce that noise. I have become so frustrated with unreturned phone calls and failed promises from Enercare, and am left looking for 3rd party intervention and assistance. Please refer to the attached file titled, "eMail to Enercare - OCT 23, 2020" for a description of my complaint and chronological timeline. In addition to the details on this attachment, I called Enercare on Oct 28, 2020 to question how much time I should reasonably wait for a response to the email I had sent on Oct 23, 2020. To my surprise, and further dismay, I learned that Enercare had closed my original "Customer Care Reference # XXXXXXXX", despite being unresolved. I was then told that they would open a new Customer Case number and was provided with # XXXXXXXX. I was given confirmation that my email had been received and that someone would get back to me. That was 2 weeks ago. To date, I haven't been contacted, and my issues remain unresolved. Please help. Thank you, *** XXX-XXX-XXXX

This issue started in August, when I received a new welcome package from Enercare for a rental water heater I had already been paying for since 2011 when I moved in. The welcome package had my deceased husbands name returned to the bill as well as a new account number. When I called Enercare about it, they said my name was attached to a property on wellington street where I had never lived. It was determined Enercare had mixed up my property with the address of the builder. They told me all would be resolved and just to pay the new account. I setup automatic payment to my new enercare account. August , I get a new welcome package from Enercare for the same rental water heater. My deceased husbands name back on the bill and new account number. Call Enercare again and say they will look into it and to just pay the new bill.The following month a $100+ charge is added to the bill. I called them and ask about that. They say it is money owed from the previous account number. I tell them, I've been paying my bill every month to that old account number. They say they will look into it, but do not remove it from the bill. I continue paying the new account number for the monthly charge. Enercare never contacts me with an explanation. Numerous calls from me to enercare and no resolution, I get fed up and buy out the water heater for $900+ in January. I refuse to pay the $100+ they say I owe. Then their collections department starts *** me with automated phone calls. Usually weekly. I call them and ask them to stop. They stop for a while and then start again. July I get Enercare to send a statement of payments. They do not show all the payments I have made, nor do they show the different account numbers. Their records also show payments I did not make. I reply to their email with a much more detailed listing of payments and showing them that they actually owe me $11+ and ask them numerous questions. My email does not receive a response. *** automated phone calls start again. I have records of my banking transactions and of all my interactions with Enercare and more details than are recorded here. Product_Or_Service: rental water heater Account_Number: 3 of them

On 2020-05-13, I was offered a Total Home Protection plan for my residence from Enercare. The offer that I agreed to was for 6 months of service for free, as part of their promotion, followed by 6 months where I had to pay a total of $42.08 per month. To my surprise, I received a monthly bill on June 5, for $42.08 for the Total Home Protection Plan for the month of May . Since this offer and plan only came into effect on May 22, I did not receive any free months as was offered by Enercare. I called Enercare on 2020-06-06 at 13:55 hrs. and spoke to *** (Note: *** would not share his last name or his Employ ID # but said that he worked in Toronto.) Ref: XXXXXXXX. *** said he could offer me a new contract for 6 months free and then I would pay the cost for 6 months, with the contract starting on today's date. I told him that this actually amounted to me paying for 7 months as I had to pay for May when I was supposed to get that month for free. *** said that he could only offer a new contract starting now for 6 months free and then I had to pay for 6 months. I asked to speak to a supervisor and he said that he did not have someone to speak to right now but that a supervisor would call me back in a few days. I told *** that what was done by Enercare was actually ***, that is offering a plan or contract where the customer believes that he.she is getting 6 months free of service costs but actually having the customer pay for the service right away instead of after the 6 months of free service as was offered and agreed to. *** told me that there had been a technical error and that was why I was paying for service instead of receiving my 6 months free. I was on the telephone with him for over 30 minutes trying to find a resolution but his offer to just simply start a new contract seemed unfair after I had initially agreed to the contract for service in May , thinking that I was supposed to be getting the first 6 months for free, as they offered to me on May 13, but then finding out that they were charging me the whole time. I am looking for a resolution that is fair for having to pay for a service when I was told that it was free as per the contract.

Back in November I received a bill from Enercare for $803. I had no idea what this bill was about and immediately called their billing department. This department is located in Columbia. I have spent over 10 hours on the phone, sometimes on hold for almost an hour. I have called close to 15-20 times and many times I was treated like it was my first call, the representative had no idea what my issue was. I was told that the dispute would be resolved in about 48hrs and I would receive a call back, no call has ever come. I have spoken to 3 different managers who told me the bill was in error. I received a call on todays date that I owe the amount of $803 and that my dispute had been resolved and that I have to pay the amount. I advised the representative that I called 2 days ago and was advised that someone would call me back, she said that she saw no such note and that I should now call customer care to re-open my 4 month old ongoing complaint. I have had a heating/air conditioning plan with Enercare for many years. In October my wife forgot to pay *** for the gas bill and our service was cut off, I payed the next day and service was resumed. *** advised that when a customer is cut off gas service they close the account until it is paid. *** at that moment advised Enercare that a bill had not been paid, Enercare used this information to stop my protection plan. Neither *** or Enercare ever advised me that my protection plan had been cancelled, I never received a notice or a phone call from Enercare.Later my furnace had problems at my old house and my new house. Enercare attended both times and fixed the problem and both times the technician advised I had a plan thus I would not have to pay. Months later I have now been billed by Enercare for this huge amount. I desperately need some assistance in rectifying this issue, I have been given the run around for over 4 months and have spent exhaustive hours on the phone explaining the same situation over and over again.I am completely perplexed that 2 huge conglomerates can exchange information between themselves about me and make decisions based on that information but completely neglected to contact me. Thank you Product_Or_Service: Furnace/AC montly plan

I purchased my house in 2017 from an older lady, who had a rental furnace from Enercare since 2014. Since I bought the house, I had to assume the contract. Didn't think it was a big deal. Come three years later, I'm in a position where I would like to pay off my rental furnace. I got a quote from Enercare in 2020 that it would cost $4500 to buy out the furnace. As a smart consumer, I got some quotes from another company; quoting $2650 for a NEW furnace unit (similar unit) with installation from a certified tech and highly reviewed company. Great! Naturally, you think since it's a rental furnace, you can just uninstall it cleanly and return it to them to stop paying rentals. I get in touch with Enercare after numerous attempts and they only gave me two options: 1) buy out the rental furnace for $4500 (75% of residual value, which is STILL almost twice as expensive as a new one) 2) Keep renting, and eventually you have to buy it out anyways. I cannot just remove it and return it to them. I was outraged. You'd think a RENTAL FURNACE, you can just return it and stop renting. There's not even a penalty option. Given that over the 6 years I've owned the furnace, Enercare would have earned $7200 from the rental already. I still have to pay $4500 for the furnace, equating the furnace to cost more than $10,000! If I were to keep renting, this difference would be even higher. I would like to express my disappointment that Enercare would *** into paying 4x or more for a furnace. She clearly has the money and was not planning to sell back in 2014. I also feel this is a violation to the Consumer Protection Act, Section 14(1) and (2). This does not constitute a RENTAL. This is indefinite and I'm forced to own it eventually. I have never seen the contract and its terms, making this rental a deceptive representation and unconscionable representation. (Section 15) The previous owner was old so she may not have the ability to understand the language of the agreement. This consumer transaction is excessively one sided in favor of someone other than the consumer Consumer is being subjected to undue pressure to enter in a consumer transaction (I'm basically forced to buy the Enercare Furnace) Based on the following violations above, I would like to request Enercare to end the terms of my rental furnace. I'm more than happy to return the furnace to Enercare at my own cost.

I recently called Enercare customer service to cancel my rental of a water boiler due to a renovation during which I will be replacing with a purchased unit (Enercare Ref ***). The rep told me that due to covid-19 they were no longer removing these rented units from peoples homes and that I would need to remove and deliver my boiler myself to a site in Etobicoke. This will cost me over $300 to have a professional come in, safely remove the boiler, and deliver it to the site specified by Enercare. Things which I am unable to myself. I found the solution presented by Enercare to be an unacceptable and based on review of "Enercare's COVID-19 Response" posted on their website and the "Terms and Conditions" of my rental agreement I believe they are required to remove the boiler. With regards to "Enercare's COVID-19 Response" it states nothing about suspension of on-site services described by the agent on the phone. The "Terms and Conditions" state under "Termination" that "You (me) have two alternatives - i)you may call us and arrange for *** to disconnect and/or retrieve the water heater; or ii) you may have a qualified third party disconnect your rental water heater and then return it, along with the rating plate, safely to a designated *** location during return hours. - If you choose to disconnect and/or return the water heater yourself or through a third party, you do so at your own risk and you agree that you will accept responsibility for all damages or claims resulting from the disconnection, removal and return of the water heater. - If you choose to have *** disconnect, remove or retrieve the rental water heater, in most cases there will be a $75.00 charge for these services. (There is no charge if you are more than 32km (20 miles) from a *** return location or if we fail to retrieve your water heater within two weeks of your request or your water heater has been rented for 15 years or more.) - Your rental (including your obligation to make rental payments for subsequent months) ends upon the return of the water heater in reasonable condition reflecting its age, normal use and local conditions. (If we fail to retrieve the water heater within two weeks of your request, we will not charge for subsequent months.)" I do not wish to take on the responsibility or cost (either through myself or a 3rd party) to remove and deliver the Boiler to Enercare. I wish to pay the $75 to have Enercare come and remove the Boiler as stated in their "terms and conditions". I followed up on my conversation with their rep by submitting a message consisting of some of the above content to their online feedback and was provided with the following response (from a no-reply email address): "Dear *** Thank you for contacting Enercare, We do sincerely apologize for the inconvenience caused, however due to the recent outbreak of COVID 19 for the removal of the tank, currently the tank has to be dropped off at the location advised. Should you have any further inquiries, please do not hesitate to contact Customer Service at [protected]. Sincerely, Enercare Home Services"

I had 2 separate accounts set up with Enercare. One was for a monthly hot water tank rental and the other was for annual plumbing/heating maintenance protection plan. Back on April 14/20, I called Enercare to cancel my protection plan and to also buy out the remaining rental on my hot water tank, which was only $28.25 owing. They cancelled both accounts on April 20/20. Shortly after cancelling the accounts I received an invoice in the amount of $1,080.28 and a $1,000.00 was debited out of my bank account by Enercare on June 18/20. *** Since that time, I have been trying in vain to recoup the money. Between June 23/20 to present, I have called Enercare customer service on 7 different occasions. Each of these calls lasts between 45 - 90 minutes, and every time I am either transferred or put on hold for long periods of time. At the end the result is the same. The customer service representative is always surprised that I have not yet received a reimbursement for which I am admittedly owed, and they always end by assigning me a new case number and by telling me that they will "escalate this matter and will send me a cheque / credit to my *** in the amount of $X which should take 4-6 weeks." Today was my last attempt at contacting them in the hopes of resolving this issue. It played out exactly as the other calls have - long wait periods with dead air and a final promise to forward a cheque to me within a 4-6 week time frame. What I didn't understand until recently was not only was I charged a full years worth of a protection plan for which I was only under contract for about 1 month, but that they had also charged me twice! My yearly plumbing & furnace protection plan was $478 + tax for a total of $540.13. Multiply the before tax amount by 2 and tack on the hst and you end up with $1,080.26. The automatic renewal date for the protection plan was for March 28. I cancelled my plan without fault on April 20/14, but I was charged and ended up paying double for a plan that no longer existed. I should not have been charged that $478.00 + tax, but only for the short period of time I used the plan before cancelling. Instead they charged me the entire year and an extra year on top of that one. One customer service rep (CSR), ***, who I spoke with back on Aug 10/20 actually told me that Enercare owed me $1,533.97! I'm not sure where he got that figure from, but other CSRs I spoke with all confirmed that a total of $458.86 had in fact been credited to my account. This amount is shown as a credit, but what I kept explaining over and over again was that I no longer had any active accounts with Enercare and that I would need to be reimbursed by a cheque from Enercare or by them crediting the amount back to my *** from which the $1,000.00 was initially taken on June 18/20. Today when I spoke to a CSR, ***, she confirmed that I had cancelled my protection plan properly and without fault, but I had in fact be charged the entire year erroneously and also had been charge accidentally twice. I have this conversation recorded. I should be receiving back the $1,000.00 from Enercare minus the small amount that was used on the protection plan (from Mar 28/20 - April 20/20). To say I am frustrated and disgusted with Enercare's business practices is an understatement. I am at my wit's end and hope that the complaintsboard.com of Canada can help me to resolve this issue. I feel this company has unfairly taken advantage of me and uses delay tactics to discourage people from collecting on what is owed to them and also falsely charges for cancelled services.

I purchased AC and furnace from Enercare last year for $12, 870.70. First payment is due on August 15. In 2019 we called Enercare to fix a water leak in my old AC, and they suggested we purchase a new one last summer (2019), although our old AC was cooling well. After Enercare insisted, and indicated that they would report us if we did not change our AC, So we signed a contract with them for AC and furnace. They installed a small AC unit not suitable and not matching the size of our house (3100 square feet). As a result it did not cool our house. After many complaints, Enercare decided to take the small AC and replace it with a bigger unit that was suitable to the size of our house. This was done after we complained on *** review and we contacted them many times and they visited our house over 5 times in the summer of 2019. We were without AC for most of the summer of 2019. The new AC in 2019 was installed at end of summer on or around August 15. The resulting new contract with Enercare was dated September 4; accordingly, we could not really test the bigger AC in 2019, as summer was ending and weather was improving by end of August. After all their visits last summer, and this summer the enercare technicians could not get my AC to cool the house. This year the newly installed (bigger) AC leaked destroying my finished basement. The new bigger AC leaked twice; once in July ; and once again in August . And now I can not use the AC as I risk destruction of my basement again, and again. As a result of the water leakages, the insurance company is no longer honouring our claims, and increased our deductibe. Enercare has a record of all our calls to them over the past 2 years, as well. As a result of the July AC water leakage, we paid out of pocket $1400 dollars just to clean the water and disinfect the mold. Now, the basement remain in need of drywall and flooring as a result of water damage, and needs to be dryed (and disinfected again, as a result of the August most recent AC water leak. I have suffered lots of discomfort, lack of AC for two summers (2019, 2020), and out of pocket expenses for an AC unit that I can not use. I also have a basement that needs repair, including flooring and drywall due to the AC water leakage this year. Further, the AC does not cool our house appropriately, and the fan is very weak, resulting in very little circulation on the top floor. The technicians from enercare could not resolve the cooling or water leakage problems. I am asking Enercare to reimburse me for fixing the basement and to take back their AC that does not work, and that constantly leaks water, thereby flooding my basement. I can not enter into another agreement for exchange with enercare as their technicians could not solve installation and service issues. Therefore, removing the AC (and furnace for a total 12, 870) and refunding is the appropriate course of action. I would like to end all relationship with this company-with thanks. Kindly note: We are a family of five living without effective AC (and asthma medical conditions), and or out of order AC for two summers. The insurance company can justify our claims. We are with the Cooperators and they have records of water claims as a result of Enercare Negligence and incompetence. 1st installment for contract is due on August 15, and I made a stop payment on it, due to their noncompliance with the contract. *** We have a contract for purchase of Enercare AC and furnace signed on September 4 for $12, 870.70. Enercare home services (heating, plumbing and electrical) billed under our Enbridge ac #

I contacted Enercare on May 10th to notify of main drain backing up into my basement washroom. The back-up was food materials that was spewing out of the washroom vanity sink. I was advised by the contact centre that a plumber would come the next day. I also inquired about the camera auger and was told it was included once in a contract year and could be completed. On May 11th *** from *** Plumbing came to my home to assess the main drain on behalf of Enercare. I showed *** the four access points to the main drain. I also indicated that I could show him pictures of my sister-in-law's home a few doors down who has the same layout with an unfinished basement. *** was adamant that the drains I was showing him were connected to the washing machine. He insisted that behind the vanity sink was a clear-out and he could not do anything until it was exposed. *** indicated that the pipe was not to code as it had 90 degree angles. *** said I was responsible for opening the wall and he'd be able to come back the next day. He suggested *** who came to my home and said that he would expose the wall and repair the damage for $2500. And that all this would be covered by home insurance; the two worked together to determine what needed to be exposed. *** exposed the walls and used meters to determine if the wall was wet- and there was no wetness apart from the vanity and some of the baseboard. On May 12th *** returned and was dumb-founded when there was no clear-out. He then snaked the main drain from the open access that I showed on day one. He said his camera was not working and even if it was it would only show grease. He suggested a high power flushing. I contacted one of ***'s contact, who came the next day. On May 13th *** came to flush the main drain. Upon arrival he put a camera down to see the blockages. He used 3000PSI to clear the main drain and flushed the pipe from the basement washroom vanity sink. *** acknowledged his error of cutting too much wall- he apologized. He said it was a $20 mistake and its easy to fix the drywall. He kept saying the piping is not to code. *** said he would write the work order that the pipe is cracked and Enercare would cover the replacement, which meant he could change the 90 degree angles to 45 degree angles. *** did not take credit card for the work they did. The owner came to my house and involved *** into a three-way ordeal. They both uttered threats and were verbally abusive. I had the police come to escort them off my property. Needless to say, *** did not complete the work and left the job. *** never came back to change the pipe. I spoke with the contact centre, they indicated a field supervisor would call me back. They also sent a crew (*** and ***) on May 15th who were very surprised by the work done. They called the field supervisor in front of me, and he said to put a claim through the claims department for Enercare to investigate. On May 23rd a plumber from Enercare came to do other plumbing work in my home. He said plumbers can cut walls to expose pipes if necessary. Enercare has failed me. I purchased a protection plan to have a peace of mind, but instead the staff *** my family and I to the point I needed to call the police. The quality of work was sloppy, the cleanliness was substandard, the professionalism was lacking. There was no respect for my home or property. I am disappointed that a person can *** and be proud of their ***. Best practice was not used in this situation at all. The field supervisors never bothered to call me, and the contact centre keeps justifying everything because its not to code. I spoke at length with numerous reps in the Montreal customer service department, who said no compensation was being provided. I requested a letter to indicate this and she said I will receive one in 24 hours. I received more calls to say I will get three months off.