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I sold my house on September 3rd, 2019, and the water heater was transferred to the property's new owners. We overpaid our Enercare bill and they were supposed to send us a cheque. We gave them our new forwarding address. Instead, they sent us a bill in September. I called and notified them of the mistake, they said sorry we will have this rectified. Then in November of 2019, I received another bill, now no longer with credit but a small amount owing. I called again they said sorry they would send the check and to ignore the bill. Then I received another bill in February of 2020. I called again, each time waiting between 1 and 2 hours on the phone to be told don't worry about it ignore the bill it will be rectified. Then May 2020 another bill. They said they will escalate it, which at this point means nothing to me as they continue to bill me over and over. Now May 2021 I receive a bill that says I owe from May 2020 until now May 2021. This is absolutely insane expecting a different result after doing the same thing over and over. At this point, I may take legal action as they will not stop harassing me. I received 7 calls now saying that my bill is overdue and will go to collections if I don't pay it. This is the most ridiculous dealing I have had with a company ever. 2 years to resolve a rental water heater account.
Desired outcome: Clear the account send me the money they owe me.
Another victim of Enercare’s water heater rental contracts, policies and practices
Below case I filed against Enercare with Competition Bureau , Ontario Energy Board.
Re: Re: Property Address - Enercare’s water heater rental contracts, policies and practices
In Jan 2016 I purchased a property at XXX. The previous owner rented a 50 Gallon Gas Water Heater unit from Enercare Home Services. When I bought the home, without my knowledge the rental agreement was inherited on me. I contacted Enercare back in March 2017 to cancel the monthly rental but they have informed me that I will not be able to cancel the Rental agreement unless I pay around $1,200 for canceling the agreement.
I reviewed the Agreement of Purchase and Sale (APS) that was executed as part of the home purchase. Section 6 called Rental Items (including lease to own) was blank and there were no equipment listed in that section. Therefore, I have no contract with Enercare Home Services as that is a legally binding agreement with the previous homeowner and any rental should have been disclosed at the time of the sale.
Around June 2017 I had to disconnect the Enbridge and other utility accounts such as electrical and water for the demolition of the house and re-construction work. After the reconstruction, new connections for all the utilities was were established for the newly built house in summer 2019. Enercare called me a few times in 2020 to pay for the cancelation of the water tank, I have requested them to show the rental agreement signed by the previous owner and proof that how I inherited the responsibility of someone else's contract. I also pointed out the fact that the Enbridge utility account that was associated with Enercare was canceled in 2017. Despite my attempts to contact Enercare Home Services and obtain information, they have not provided the requested information even after I made numerous phone calls and sent multiple emails.
In addition to this, I have not received any written communication such as mail or emails from Enercare advising that my house is under their contract, all their communication is through phone. The agent I have spoken to, told me that you don’t have an option to cancel the account other than buying the unit. I do not have an account with Enercare.
I recently came to know that Enercare engaged a collection agency to get the cancellation fee, there was no communication from Enercare about this and also no email or written letter about cancelation charges and engaging the collection agency. I feel I am being threatened and manipulated into something that is not my legal responsibility.
Now that a collection agency is involved - It appears to me that Enercare Home Services is trying to gouge money without providing contractual evidence. This is not only unprofessional, but also unethical and does not have an legal merit since my purchase agreement does not have any evidence of this.