Enercare Home & Commercial Services Limited Partnership
reviews and complaints

sent email w detail below on Feb 11 - I am writing to you, to bring our complaint to your attention. We have been in touch with numerous members of your organization over the past few months, attempting to have our issue resolved, without a satisfactory outcome. I have summarized our issues and conversations below, so you have a good understanding of our frustrations, concerns and the time and energy we have put into this. Purchased a new home at *** Oakville, ON - took possession mid November . October , prior to moving in, I reached out to Enercare via email to have the billing changed over from prior owner into our name. These are your instructions on your website when moving and taking over a contract. Weeks later I receive an email response back that I had contacted the wrong email address and they provided me with a different address to send my inquiry; ***@enercare.ca. Sent an email and to this day, I have never heard back. We took possession of our home and within days of moving in, we experienced an issue with the tank. Family of 4, hot water and heat is important. My husband arranged for a licensed Plumber / Gas Fitter to repair the tank and find out the tanks main circuit board needed to be replaced. They could not source a new board and because the tank is the main heat source and hot water - we made the decision to replace the tank. Your tank is now in our garage. The tank is 9 years old and we have been told it had reached its life expectancy by your rep, as well as the plumber we hired. Important to note, at this point I still have not received a response to my email, but we then receive a monthly bill in the mail, with my name on it! I then call into the 1-800 number on the bill - explain what has happened and the tank has been replaced. Advise your tank is in our garage and needs to be picked up. They do some digging, advise we are under some type of contract and if we want to cancel our contract, we will have to pay $2900 + HST. To this date we have not seen a copy of this contract. We speak with various reps and are bumped to different levels of management at your contact centre, at one point they advise that they will have one of your service reps come out to look at the tank, to determine if it could have been repaired. My husband takes the day off work as the service window is rather long, he waits around. Receives a call mid-afternoon from the service rep asking why he is scheduled to come to our property. After my husband explains the situation, your rep also agrees the tank needed to be replaced. He advises he will not be coming out. A day wasted for my husband away from work. No apologies from your end. Requesting to have our concerns and situation escalated for further review and consideration. We have spent countless hours on the phone with your contact centre staff, many times promised return calls that never happened. Our time is just as important as that of your staff and organization. We are beyond frustrated having to reiterate our concerns every time we call in, it's like ground hog day! I feel like we have had to continuously chase your company down, experienced subpar customer experience and are being advised we must pay an unreasonable amount of money to return a broken tank. Something is disconnected here. The level of customer service we have experienced has been appalling, to say the least. Very unreasonable that we should be expected to pay $2900 to your company, for a broken tank, as well as having to pay the costs associated with replacing the tank. I'm asking that our concern be escalated for resolution. It is unreasonable to expect us to pay for a broken tank. Perhaps we should just re-install your tank, have you come out and replace based on this contract that we have not seen. From a cost efficiency perspective, that just sounds crazy when you say it out loud! Feb 26th - recvd this response back from Enercare - Thank you for contacting the Office of the President. We appreciate the opportunity to resolve your concerns and sincerely apologize for the delay in our response. We have reviewed your account and confirm that you assumed the contract for the rental water heater at the time that you purchased your home with the rental water heater installed. Should you now wish to terminate the contract prior to the end of the rental term, you will be required to do so in accordance with your contractual obligations, including the buy-out provision. Nonetheless as a goodwill gesture, and in order to assist you, we will reduce the buyout amount by 15% from $2926.00+HST to $2487.00+HST. We would also be happy to discuss a payment plan, if that would be of further assistance to you. As a gesture of goodwill we will also process a credit in the amount of $215.50+HST for the rental water heater charges from your November to February invoice. If you wish to proceed with this offer, please let us know so we can make the adjustments to your account. _______________________________________________________________