Enercare Home & Commercial Services Limited Partnership

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.

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. _______________________________________________________________

Repair history

March 25th 2022 First service call

• First service call for Furnace not working

April 1st 2022 Second service call

• Enercare Tech access and decided to replace unit with loner to repair my unit in their shop

April 20th ,2022 Third Service call

• After Enercare Tech repair unit in their shop and install back

April 25th , 2022 Forth Service Call

• After installing my unit back by Enercare Tech my renter reported water leaking from unit April 27th 2022 (within two days ) Damage base board and water damage below unit ceiling

• Enercare Tech came back and installed loner again and took my unit to their shop

May 10th ,2022 Fifth Service Call

• Enercare Tech try to repair twice on this day no success to repair unit

• Took my unit in shop for repair and loner unit was installed

August 3rd ,2022 Sixth Service Call

• Enercare Tech install back my unit

• Condominium super called me on Aug 11th to informed me my unit is flooded with water due to furnace tubes blow up

• Assessment is pending whole hardwood floor was soaked in water

I have a protection plan for my furnace. I called to book service for broken equipment. However, I was charged. What is the point of having a protection plan if the service costs must be paid? These people are cheaters and liars. I want my $280 refunded.

Do you have experience of being charged by the service that you have never received? Yes maybe. But further more do you have experience of being constantly charged by such false service though you complained and provided solid evidence to them that it's a mistake? Guess not. I did have such bad experience with Enercare. Read my story below, you will agree with me that Enercare should be renamed as NoOneCare if they don't improve their customer service and reinforce their process management! It happened to me today, it may happen to you some days!
I bought a new house from the builder at 2016 and reached a deal with Cricket home comfort (changed to Crown Crest in 2017) for the water heater they rented to me. I paid the water heater rental fee by monthly since then. In April 2020, I was surprised to get the water heater bill from Enercare. I called both Crown crest and Enercare immediately. Crown crest confirmed with me I am still their client and they never sell my contract to any other company. Enercare received my complaint and promised they would look into it. My nightmare started from then.
1. It keeps bothering me by the bills and phone calls from Enercare since April 2020. I called Enercare so many times and email to them for any proof they required. But no following up, no solutions! No one care! Just posted few file reference number I received from their customer service center: 3118599, [protected], [protected], [protected].
2. Finally, I reached to a manager in April 2021 in my countless phone call efforts. She told me that she would send a technician to my house to check the water heater if it's theirs. The technician came to my house and confirmed with me the water heater was NOT theirs at April 23, 2021. I thought it would resolve the false discharge and clean my name with Enercare permanently. I was wrong! After 2 months, I received their bill and phone call again! And this time they accumulated the money from beginning (April 2020). What a mess management!
3. I posted my complaints with Enercare in Google Review 3 weeks ago. Their Social Media Care contacted me immediately. Unfortunately, they missed the original report. So, they sent the technician to my house again. No surprise, the technician confirmed the water heater in my house was NOT Enercare's on Nov 4, 2021. This time I screenshot the report!
4. Weird things happened! On the day I received the report from Enercare confirmed that the water heater in my house didn't belong to Enercare, I received a phone call from collection agency who were assigned to collect money on behalf of Enecare! What a mess company you can imagine!
5. Once again, I provided all evidence the collection agent required. Today (Nov 15), I received a phone from Enercare saying they offered me a credit to offset the balance in "my account". What a nonsense! I have never ever been their client; how come they still keep my account and just zero the balance for the time being! They have never admitted it's their mistake to charge me on the water heater that never belonged to them! They never felt sorry to bother me for such a long time (20 months)! I strongly ask them to delete my account and my information with Enercare but no response! I definitely don't want to have any connection with such mess around company!
I just worried given such mess firm I would probably receive another bill from Enercare (NoOneCare) again!
Desperate John

I filed my first complaint with Enercare on June 10, 2020. Please see below:

Case #[protected]

To whom it may concern:

I am very disappointed by the service my mother received from Enercare. My mother had a plumbing issue and called for service (mid-May). My mother was told she would have to wait a week before the plumber could come out. The plumber came out on a Friday afternoon and snaked the drain and then told my mother not to use the sink for three days. After the three days she was told to fill the sink with cold water and then drain it. I spoke to a plumber and he said he never heard of waiting three days before you can use a sink. It is obvious the plumber wanted to finish his job early on Friday and not deal with my mother over the weekend. The plumber also left quite a mess in the basement. There was grease on the carpet and the wall.

When my mother called Enercare on Monday, June 1st to complain that the sink was still clogged, she was told that she would have to wait another week before the plumber could come out. So basically my elderly mother who uses a walker would be without a running kitchen sink for 3 weeks! This is not acceptable! I called a private plumber who was able to resolve the issue in less than an hour. — My second complaint was filed on May 18, 2021

Once again, I am writing to express my dismay. My mother has not been able to use her kitchen sink in over a week. The plumber who came out used a 50 ft snake. He needs at least 100ft. This is not acceptable! My mother uses a walker and she is weak and tired because of chemo treatments. She should not be using her bathroom sink to do dishes.

I am also frustrated with your billing department. My mother normally pays between $80-$90/month. Her last bill was for $200+. Enercare is supposed to give people peace of mind. Your company has done nothing but cause my mother stress.

I will be encouraging my mother to cancel your service.

I called Enercare on June 7th to cancel all my mother's services after they hung up on her. My complaint has been escalated but to date, I have not heard from everyone.