This Markham area hvac business is rated 1.6 from 104 reviews. Services offered include hvac, water heater installation and plumbing work. Read their reviews, ask about license and insurance information, and request a quote.
Enercare Home Services has received 104 reviews for an overall customer rating of 1.6. The average rating for businesses providing similar services in the Markham area is 3.5. Write a review for Enercare Home Services.
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When we entered into our first contract in July 2013 the information given to us by your representative was written on the contract document that we signed with Direct Energy. Our 40 Gal electric tank t was NOT LISTED on the legally binding contract. Therefore it could NOT have been a LISTED TANK.
No other information was provided to us by your representatives that would invalidate the terms and conditions of the signed contract. You cannot change a contract by printing an insert later on. That is not legal nor binding, the contract is however.
The back of the contract document clearly does not list our 40 Gallon electric tank whatsoever so it could not have been a listed tank as your rep stated on numerous occasions. We have all the email exchanges with this individual. They are either lying or uninformed. We have the legally binding contract to rely on that clearly delineated all the listed hot water tanks. OUR TANK IS NOT ON THE LIST. So it is not a listed tank according to the contract we signed and not subject to random rental rate increases subject to your whims but in fact you GREATLY raised them far in excess of the allowed 2.5% increase per annum allowed and up to the present time. So your convenient excuse for your illegal rental increases do not hold water and in fact you are in clear violation of the terms of the rental agreement. We first notified EnerCare of this in 2015, and 2016 and were ignored and then again in 2019 when Dency fabricated the story that our tank was a listed tank. Almost believed your lies until we found the original signed legal contract. And the legal contract contradicts your assertion that out tank was a listed tank. It is NOT LISTED. Therefore all your subsequent rental rate increases were a direct violation of your own written terms. We are not prepared to pay you a buyout fee when in fact you owe us money.
I chose to end my rental contract with Enercare and purchase my own tank. I was given Two out of three options... Drop off the tank myself or but out the (15+) tank. They were not picking up their rental tanks in my area due to Covid. I want them to pick it up as I do not have access to a vehicle big enough to bring it. They did offer to replace my old tank with a new one if I continued my contract with them and would give me 6 free months free. So, no problem replacing the existing tank if I remained a customer but they hide behind covid if I want them to get their property? I will also continue to be charged for the rental until it is in their possession, or buy it out. If I buy it out ($25, which is low) I would still need to get rid of it. I offered to store it until they were able to resume their pickup services but would not like charged and they said they need it in their possession to halt the charges. I talked to three reps so far and was supposed to get a callback from a supervisor but it hasn't happened yet. The customer service people were fine, but unfortunately they had limited tools to work with with the two available options and no real explaination how covid prevents them from taking a disconnected tank out of my garage and yet they can install a new tank and remove the old one without issue. No impressed.
Be very careful. precisely they and their persons are ready to cheat you to expent beyond expectation. While booking the order they say something, five page of contract says everything different. No one reads that. You keep on paying for months. When you really some good help for real problem. You see the drama of verbal words. Nothing really is covered. you need to pay everything if you are new to any problem. This is the real fact which I am facing for years now. Beware of enercare protection plan.
Worst company. Do not sign a rental agreement with them. Bought a house and it was already signed. I have been paying $35 a month so $3360 already paid to them. It breaks down after 8 years and I want to buy my own so I owe them $900 are you kidding me. The tank is worth $800 new. Do not use the go and buy your own tank. With installation it if it only lasts 8 years it is about $15 a month!
They were hands down the worst home service provider from customer service- to them coming in our home and “working on stuff” that doesn’t even fix the problem to therefore having us call them 27 times to get to get updates on why the problem hasn’t been fixed and them never giving us updates or telling us when is the technician showing up with the part to fix the issue that he had eventually diagnosed. Long story short he never came back with the part to fix the issue and we had to pay another company to come and finish the job.
My experience with enersouce has been a home owners nightmare. I first didn't believe all the bad reviews and wish I listened to them. My water heater was originally with them from previous landlord, so when my fernace broke down they were the first to call for the purpose of ease. The sales team came ever so quickly and promised the service of 5+ stars, and once again quickly came and installed a new furnace. Then comes my first problem, the installation team did the piping incorrectly and water leaked all over my basement floors. After weeks of waiting I finally got reimbursed for that unwanted DAMAGE they did. I then had my air conditioner go down on the hottest week anyone can imagine, I have a dog and a mentally disabled daughter. They booked me an appointment a week later, after I stressed how important it is for my family to have this working asap. The technician came and couldn't fix it and needed to follow up the next day. 2 days passed and no call backs as promised, I had to call back myself and the customer service representative said I needed insurance which will be $20 a month, so I accepted and asked them to hurry! Later she discloses that I need to pay first $100 before the $20 a month. So I took my service elsewhere and all it required was $100 worth of gas, problem solved there and then. For a big company they lacked knowledge and professionalism and to top it off they never followed up. I am always chasing them down for them to talk to me, making me feel I'm begging for the service I am paying for already.
My problems don't end there, my water heater decides to break down. And again multiple calls, promises of call backs and failed attempts later they came out and "fixed" my water heater only for it to break down again days after. And here I am today utterly disgusted of how they treat their well paying customer and how low the service is all through out. All they care about was money and sales, theyll act quickly to upgrade/ install new stuff but never fix issues.
I bought Ac and Furnace from them very expensive I made a mistake buying from them so expensive rip off and on top the service I am getting from them is very very poor their technicians don’t know what they are doing came 3 times same person and instead of fixing problem left my system on on position wont turn off he taped the on button I have been calling again and again and asking for another technician to be sent but no reply from customer care department I wouldn’t recommend them please don’t do business with them.
Enercare is completely useless when it comes to dealing with issues. Trying to fix a mistake that they made has cost me several hours which I will never get back. I would never recommend dealing with this company. Just buy your furnace and save yourself the grief.
My AC isn’t starting and I purchased it from Enercare 2 yrs ago. Since parts and console are still in warranty I decided to book an appointment and after waiting 5 days to have the technician to finally fix my AC in the worse hottest days of July I was told by him he couldn’t do the work because Enercare doesn’t let them to go on a ladder .... like what!?? Enercare installed that unit on the wall 2 years ago .... like I don’t understand ... he left and told me to hire another company. So disappointed ... still in disbelieve .... they could of have told me about that policy while i was on the phone booking the appointment so no one would of waste their time.
We had an new AC unit installed last week and the guys were great, however we were charged for a warranty for the unit we previously had that no longer works. Requesting a refund has been the most obnoxious experience with Enercare customer service. Thrown back into the cue to be put back on hold was incredibly stressful for my Father who just had open heart surgery. We just wanted a refund for the charges. Physical services I would rate solid 10/10 but customer service via phone is a solid 0/10.
They have been scamming us for years for a water heater we don't even have and refuse to do the right thing. If I could give negative stars I would, they don't even deserve 1. Stay away from them!
Absolutely worst customer service I've ever had and as a property manager I've dealt with my fair share of utility companies. This company is horrible to deal with. I took over the rental of a hot water tank from Enercare when I purchased a property a few years back. The tank is a bit older and after a few years I only had a very small buy out on it, so opted to do that. It took 2 phone calls to 2 different customer service reps and each call lasted well over an hour long. Each time I was put on hold about 4 times / call for extended amounts of time - I got the impression that they were trying to deter me from opting out of renting their equipment and hoping that I would just give up. I was very clear with the agent that I did not want to have a new tank installed by them as per their offer - I get that my old tank could cack out any time, but I'd rather buy and install my own than be beholden to renting from Enercare again.
After the 1st call I thought I was done and that my request had been processed, only to find out at the end of the call that I was expected to contact Enercare again to complete the buy out. What the hell did they think I was doing in the first place - I couldn't make it any more clear than what I had. So it took a 2nd 90 min. call a few days later to finalize the order.
I also had fairly expensive annual plumbing/heating protection plan with them and I cancelled that as well - or I thought I had until they sent me an invoice for $1,080 and took the money directly off my credit card. When I called customer service to discuss this erroneous invoice with them, it took about 90 mins of my time and several phone transfers before someone figured out that they had charged me twice for something I should never have been charged for in the first place. Even by the end of the call the problem still hadn't resolved. The agent told me that yes indeed it was their error and that they would reimburse the full amount to my credit card within the next 5 biz days, but suggested I call Enercare back "sometime next week" to make sure this was being done. She said a request had been made on my behalf but I had better check back with them the following week to see if it had been done!! WTF. Anyway, I allowed for 7 working days to elapse before calling them back and the rep I got this time said "this sort of thing normally takes at least a month before they refund clients." Hmmm. a month. Funny they didn't hesitate for a moment before issuing me an false invoice and charging my credit card.
I am still wading through this Enercare swamp. Lessons learned? Never again do p.a.p. with a utility company from your credit card and never have another account with Enercare. If I could rate my overall experience out of 5 stars I would give them a big, fat ZERO.
Last thing - the protection plan for plumbing and heating...make sure you're there watching the technician do the service - some of the guys take their time and seem to know what their doing, while others just go down and change your furnace filter and leave - and this is part of what you're paying for.
I’m a senior and recently had to sell my house for financial reasons and I’m tying up all the bills. Originally I always payed an upfront annual amount for my heating and cooling services then at some point it switched to monthly. I also added electrical which they never even indicated there was an option of paying in full for the year. In the fine print, my fault for not reading the whole thing, if you move and don’t need their services you have to pay out your services to the end of the given time of contract. If however paid in a lump sum at the beginning of each term, 1 year, they will pro rate the money owed and you will receive a refund.
So not only do they receive more money if paid on a monthly basis they get all that money for nothing when you have to cancel early because you will no longer require their services. It’s a real scam to treat those 2 scenarios so differently that they never once bothered to mention either. Please be wary if you need to use their services unless you are at a location permanently. At a time when money for seniors is limited every little bit counts. My renewal was mid April and I sold my house mid June so they are charging me for 10 months of service I won’t be using. These companies should be forced to point out these conditions when sending renewals in plain large print.
The most shady company on this planet, with lots of pricing/buyout problems;
You can reach the moon but not their buyout department;
Everything is systematically wrapped;
The whole hierarchy is well groomed to deceive clients;
Nothing is transparent;
My issues can be originated from Brian in Brampton office;
To track/trace him is a herculean task;
Please reach me to resolve all issues.
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 Enbridge. I called Enbridge. 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 Enbridge) 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 Enbridge included the cost of changing the WH. It was $967.95 (in addition to $800 we already paid). I called Enbridge, spent hours on phone (from the States) and spoke to a dozen people. Enbridge 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!!! Enercare, looking for the easy money, did exactly like the Nazis did in their concentration camps, using exhaust gases to kill humans in gas vans or stationary gas chambers!!! (Do you still want to deal with Enercare?) The carbon monoxide leak, which is extremely dangerous, was fixed same day... In June 2018, Enercare sent us an invoice for $1027.90. I contacted Jenine Krause, president of Enercare, re: the case. No answer from her but it was quiet for almost two years; no call/word from Enercare. Now, Kingston Data and Credit 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. Much worse, Enercare doesn’t care if you get sick or even die from carbon monoxide poisoning after you allow them entering your house.
So I waited all day they said they would be here at 11 to 3, they get here at 3pm and tell me they can't even do the job because there pressure is too high and could cause damage.
Wasted my whole day waiting around when they could have asked us FIRST before hand what kind of furnace we have etc and properly qualify us as a customer.
We have felt with Enercare Home Services for at least 12 years. Had the LED faceplate changed on our stove. Repairman was good. Knew what was wrong, Got part, fixed it right away.
In 2017 LED light on our Samsung Fridge started blinking and fridge not cooling.. Service guy came out, knew what the problem was. Advised us there was problem with the cooling section module, ordered part, changed it the next day, fridge ran fine for two years.
Last month, our same Samsung fridge started freezing everything in the cooling part no matter how we change the temperature. Called Enercare and a service guy came out. Changed one module saying fridge needed 24 hours to reset itself and left. Next day, fridge still not working. Three days later same guy came out, ordered more parts, came back a week later. We threw out a lot of food. It appears the company Trans Global that Enercare Home Services called does not have experienced Samsung fridge service people. I called Enercare again Monday to report our fridge is still not working. They promised someone would call in 24 hours. Not getting a call from anyone, called TransGlobal to followup only to be told, no one advised them. Called Enercare for followup to be advised, it was over looked, that they would make it an urgent call. Called Global Friday morning to be advised they did not receive an advice from Enercare. Called Enercare to be advised that it was overlooked again. Talked to a supervisor in Bogoto, Columbia was on the phone for 3/4 hour and she promised to put it through right away and make it urgent. No fridge for one week, no service guy. Called Global to be advised they now have the order but it is not urgent. They also advised that the service is scheduled for Monday . Now going on two weeks. Warning, don’t buy a Samsung fridge if you want to use Enercare. Enercare's contracting company Global Services doesn’t know how to fix them. Very frustrating.
Scam alert. Had a representative of the company come to check the furnace which is part of the package. The young gentleman immediately red flagged the furnace because of C02 leakage from a crack. I wondered why the C02 alarm, which was 2 feet away wouldn't have gone off. I called in a licensed technician who thoroughly checked the furnace and found it to be in excellent shape. Later that evening a 3rd party (not Enercare) contacted us to talk about financing a new furnace. I made Enercare aware of the fact that they had a rogue worker who was scamming their clients. Their response was that they would bring him in to "re-educate" him. They offered to wave a month's payment. Why in the world would I ever allow one of their employees into my house again? I just wanted it cancelled. Charging me anyway. Now they sent me an automatic renewal notice. Stay away from this company.
I just had my old hot water heater replaced as it had been acting up for about two years now. It is also going on 17 years. I opted to go with a tankless hot water heater knowing it was going to take some effort to install it given I had outdated plumbing i.e. needed to cut holes in ceiling to vent outside. From the moment I called and Brad came by and walked me through it to the two lads (Byron S and Ashley K) came and installed it all, it was a great experience. Byron and Ashley called before, showed up on time, did a fabulous and safe job, were very respectful and cleaned up the entire space to my complete satisfaction. And the price was very reasonable. So I have to say my experience was great thanks to Byron and Ashley first of all, and Brad for explaining everything and showing me how I could save a few bucks. Nice job guys!
I gave them 0. They are double billing and then say they will make it right and it takes them 2 months to do that and then they also call and harass for payment. I am now looking for a new provider and will never ever use this company again.
i never write reviews, but i have to for this one. stay away at all costs.
RUN RUN RUN RUN
they take 0 responsibility for what the people they send out tells you or for any of the appointments if they're not met. when you call, you are just asked to be patient. they don't explain you the installation procedures themselves to begin with because the call centre agents don't know anything, yet they can't let you talk to the installation department who are supposed to know what the process is, so you are literally supposed to sit and blindly trust them.
i've been out of heat and hot water for a week now because mine is a combo unit, and I need a pipe pressure test before the new tank can be installed. their technician booked the appointment for me when he came to check my dead tank, and they somehow cancelled that pressure test appointment without telling me and just sent the installation person with the tank only for him to tell me that he can't install it unless the pipe test gets done first.
I was asked to be patient for 3 days, the pressure test technician finally calls and even asks me if I was properly informed about the procedures to begin with because I likely won't have the tank installed for another week. By now I knew this already so I wasn't surprised but so far he is the only one who has been honest and giving me a proper timeline. he even told me that he did have the appointment, BUT ENERCARE CANCELLED ON HIM AND JUST SENT THE GUY WITH A NEW TANK THAT COULDN'T BE INSTALLED. Turns out now I have to go 2 weeks without heat nor hot water.
Their call centre agents are very kind, I just feel bad they're the ones to deal with angry customers simply because their office fails to take responsibilities.
Jerry, the technician, who came was professional, knowledgeable and efficient. He called before he came and was right on time. We appreciated that he was friendly and answered any questions we had.
I called enercare to rent a new HWT. The technician came and first of all put a red tag on my furnace then provided a quote to buy new furnace from them within 45 days or Enbridge &TSSA will shut down my heat(we were in February). I called another HVAC who said my current furnace was not dangerous but all furnaces in the province have to be changed eventually because of new code regulation. So there was no rush, I could have kept it but now I have to spend over 5000$ for a new furnace because of the red tag. I was trapped. Don’t let enercare in your house. They are only looking for reasons to take your money at any cost.
I paid the amount of $56 monthly for a 2019 year stated that plumber, electricity, Furnace and Air Conditioning was covered, good deal? Think twice, when I got a simple leaking for a faucet, it was not covered!, also, you have to chase them to make an appointment for Furnace and A/C maintenance, they just cleaning, but I did not make a phone call to get the A/C maintenance done, they did not tell you at all, after a year, I asked to get the refund or get the maintenance done... too bad, I lost my money and they do not do A/C in winter time, even if it is mild winter 50F degrees!... Basically you are putting your money into other pockets, stay away of this scam, they wanted to pay now double for the same service.... which service?
We have been fortunate enough for a few years to have our yearly check-up done by the same service person! Again this year we were fortunate to have this person.
His name is AL ZUBRICKAS.
We look forward to his visit. You are very fortunate to have Al in your employ. Al is very proficent, very personable and very aware of our home as far as weather related conditions - rain, snow, etc.
A new HW tank installation at my mother's place was faulty, resulting in water spraying and flooding the basement, and because they do not provide any emergency call-back the flooding occurred for close to 24 hours. There was no way to have the installer come back the same day. A request for service had to be placed at their South American call centre. This is extremely poor response service, not to mention the flawed installation job. A couple of weeks later I had a rental Enercare HW tank replaced with a competitor's tank (in my home). To arrange for Enercare to pick up their tank, I had to phone in 3 times and it took about 30 minutes for the simple request, re-verifying my identity every time the call moved to someone else. This is because their different departments are not integrated. Dealing with the company is extremely frustrating, and lost is the care for the customer. We had a new HW tank installed by a local HVAC company, who answer the phone directly, and who would return to our place within hours if there was an issue. Enercare is a bit less expensive, but the service and response is extremely poor.
Enercare is the worst. After purchasing a home and inheriting a contract, I want to buy out the contract ($1500 is cheaper than $50/month for the remaining 5 years. I've talked to three people, all with aggressive pitches that if it breaks, I'm screwed, and have now been put on hold for 30 mins.... ohh wait, they just hang up on me!
Back on hold now... been an additional 15 minutes... made it through the first line of defense though... expecting 2 other people and then a hang-up.
Enercare is the absolute worst.
Got it done... only took 70 minutes.
Horrible service. I have been without a dishwasher for over a year. Every time they fixed something they broke something else. I have taken 6 days off from my vacation time to accommodate these guys and I still do not have my dishwasher working.
Got myself out of their leash at a cost of buying an overpriced 10-year-old water heater for almost $400 where as a brand new one is $650. Still more convenient than paying $75 just to return it myself. Total rip off. and They certainly don't "care"!
This is by far the worst customer service experience I've ever had to deal with. Back in the summer of 2019, an Enercare sales agent was to come at a certain window to assess my basement for a tankless water heater installation. He called day of to say he'd miss the appointment and that he didn't need to come, he only needed to give us a quote over the phone. I wasn't living on site at the time so I had spent money on a babysitter to make it to the house for his visit. I should've taken this as a red flag, but because the rented water tank was from them and I needed it removed to install the tankless, I foolishly bought their tankless water heater in the hopes of making the transition seamless.
However, once the removal and installation were complete, enercare kept billing me a rental fee for the already removed water tank. They said that changes may take 1 billing cycle to take place so I waited. 2 months of rental charges later, I call to see what's going on. Every time I call this company there is a long wait on the phone, and when I do finally speak to someone I have to explain my story from the start - they keep horrible notes so no one is up to speed. I had to call every 2 weeks or so to get any answers. Apparently they had not received paperwork that the water tank ever came back to them - an error in their admin as the tank was removed the same day the tankless was installed.
They refunded me for what had been billed so far, but then, I kept getting new rental charges. Another month and a half of new charges later, I still had to call every 2-3 weeks and no one could help - they just give me a complaint number and say someone will call me back to resolve the issue. NO ONE EVER CALLS BACK. I tried emailing them and no one has responded to that either - it's been over a month since that.
I see a small refund on last month's bill but no one bothered to call to explain or apologize, and the amount is not even all that I've paid them in erroneous charges. So, they STILL owe me money for rental charges to this day! Honestly I feel they owe me more as I've essentially lent them a little under $100 since JULY 2019 and they should pay interest, as well as more for the trouble they put me through - for a problem that was entirely theirs. Warning to others - DO NOT DEAL WITH THIS COMPANY. THEY ARE CARELESS, MAKE MISTAKES, AND MAKE OTHERS PAY.
This is a horrible company to deal with. I have been trying for weeks to get in touch with someone to find out about the rented furnace at my deceased mother's house. It has been a nightmare, this company is ridiculous...DO NOT USE THEM!!
So as I posted recently Enercare left me and my loved ones to freeze this week, refusing to provide emergency service as per my contract, when my furnace cut out. I was given the runaround by 5 company reps over the course of a few hours with excuses about their "system" and their "planning department" usually in a thick Spanish accent and once in an accent that sounded Russian. I can only imagine how they scoured the globe to find the cheapest way to outsource their call center. Now I see that they have responded to my post with the same electronic form letter posted after all their poor reviews I've seen, offering help after the fact and far to late. No one I spoke to offered help when I needed it, they just post a short blurb after my complaint trying to sound sincere as a way of damage control. They still threaten to try to collect on the last few months of my contract that I cancelled after they refused to show up and fix my broken furnace, telling me that I would have to wait almost 24 hours for help. Ask yourself before you get into this situation if this is how you would like to be treated, if you want your family to freeze while you are held hostage by a "planning department". I called a local company, Rodmans, and they were here in an hour and a half and I had heat within 20 mins. It's companies like that that deserve your business not some faceless corporation that will have some semi-literate phone monkey read excuses from a script. I will continue to post details of this horrible experience as long as they threaten to extort money from me for a contract they were not willing or able fulfill.
My furnace stopped working on Thursday morning. Servicemen came on 2 occasions on Friday, but were not able to repair it. Its now Saturday evening and it won't be repaired tonight. So far 3 nights without heat, although the second repairman did leave a tiny electric heater. The "customer service" persons don't seem to know anything except how to put me on hold for 10 minutes at a time. My so called service contract with this company will be terminated after they (hopefully) get my furnace running again. There must be better service contract options than this outfit.
The repairman called us first and arrived on time.
His name was Nick Pelowich.
He was skilled, professional in his workmanship and description of work that was required. He effectively performed the repair, and politely answered our questions.
We were most pleased with his repair visit.
Enercare is the worst service provider ever ! Beware - Stay away from renting a water heater or any service from this company - they should actually be closed down as they are a total farse!
After 11 years of paying monthly for service … when I needed service- I had to wait 3 days Oh yes they provide 24 hours customer service according to the customer service agent - this means they answer your call but you will not get any service !!
Horrible ! Not sure why they are still operating !
I have an Enercare Maintenance package for Heating and Air Conditioning. I have used them on two separate occasions and the service they provided was the worst possible that one could ever imagine. In the summer, during a heat wave, it took them seven days to fix the blower motor on my furnace, and now I need their help in the middle of winter with no heat. The service I have received has been non-existent. thus far I have phoned Enercare six times trying to get someone out just to LOOK at the furnace......much less repair it. It started Friday evening and as things stand presently, I will not have any heat until after Christmas. My family has no heat in the house currently...………..we are freezing...……...and we will not have heat on Christmas. from the contact I have had with Enercare……..they don't care. They want to collect money from you, but the service could not be worst/Never, ever sign up for a maintennce package with Enercare. You will regret it...….just as I do.
I moved into a home with an existing hot water tank rental which ended up being too old to continue using. I decided not to continue using Enercare and purchased a new water heater instead. I recently found out that they have been charging me for the last 3 months after my contract terminated. They seemed to be more concerned about looking for loopholes in their fine print than listening to me as a customer. After an hour on the phone I was able to find someone to actually listen to me. I would avoid this company at all costs. You pay far more long term for a an appliance with very little payoff as a rental.
Last year reps from EnerCare came to my door and said I qualify for a smart thermostat and a 100 dollar rebate.
I asked will I have to pay anything?
They said no you will see a charge on your bill but will be removed some where else on your bill, So far I have payed 24 $ a month for 14 months, I only noticed this because my water tank needed replacing.
To make things worse I’m in the hook for 10 more years of this. I am furious... That is criminal.... a 300 dollar thermostat
DO NOT USE. 24 hour service turned into +72 hours. My family suffered in a cold house as we had to wait overnight for a technician to come the follow day of my call. We suffered a second night as we awaited parts. No sense of urgency. No compensation. Worst customer service for basic customer needs. Literally felt like I was thrown out in the cold.
This company will scam you.
Enercare forged my signature on a contact I had never seen, and as a result, made me pay $2000 more than what I actually signed originally.
Also, terrible customer service, the woman yelled at me over the phone and wouldn't listen to me. No one acknowledged the issue, even when I sent them copies of the contact I ACTUALLY did sign.
I now have a new property and they told me the previous owner had a plumbing protection plan at the property and they are telling me I need to assume it, and cant cancel it because the account is not in my name but the previous owner's name. I have no contact with the previous owner and therefore I cannot cancel this protection that they are going to add to my gas (Enbridge) bill, as Enbridge does the billing for Enercare.
This company is absolutely ruthless.
I called enercare to let them know that my heater is not working. I have a heating protection plan. The person that I was talking to was trying to sell me more services that they have instead of listening and paying attention to my heating issue. They said that they could not send someone that day to come and check the problem. That means we will not have a heater allday and all night. The following afternoon , the technician came and he said that it needs a mother board and he needs to order. Again that means another night of no heater. So the following day he arrived and he apparently changed the mother board. He said everything is working. After 10 minutes of him leaving, rhe heater is again not working. I have called enercare again to let them know. Same thing again , they can not send a technician until the next day in the afternoon. Tjis means 3 nights of no heater. What good is having a protection plan if enercare can not do the service they are supposed to do. This company is not reputable at all and I will not recommend anyone to buy services from them
We bought a furnace in 2017 and have had problems ever since. We never know when it is going to stop working, usually at least 3 or 4times each year . The first time was a day or so after the furnace was installed. We are very unhappy with having to call for service so many times. When ever enbridge does send a technician they usually change a part (on a furnace which is not very old) The technician who came yesterday and who has been here before was Mike Smith who is great, very helpful and courteous and knows what he is doing. Please pass these comments onto Mike and also to someone who can contact us about replacing our furnace as the one we have now is a dud.
I am convinced not a single person at this company has a single brain cell in their entire body. I’m told one story by one individual to find the next person is bad mouthing the first for not knowing what they’re doing. Meanwhile, my current water heater is leaking and the new can not be or IS not being installed but the technician is in my home. If you have an option use it before using this company.
I have been requested to book my appointment before year end via email on Wed.Nov/20/2019 in which an appointment has been tentatively arranged to be on Nov/26/2019 within the Appointment Window from 10:00 AM - 2:00 PM.
An appointment confirmation has been expedited to me via email on Fri. Nov/22/2019.
Two Appointment Reminders have subsequently been delivered to me respectively on Sat. Nov/23/2019 and Mon. Nov/25/2019.
I have waited for the scheduled hours today from 10:00 AM - 2:00 PM but no Enercare technician has showed. There wasn't any calls to alert me of no show. I then phoned up Enercare Customer Service at 2:18 PM. for clarifications.
In the midst of my conversation with David from Enercare Customer Service, an email from Enercare Maintenance suddenly popped up with a "revised" and "extended" scheduled for today from 2:30 PM - 6:30 PM without my prior consent.
There wasn't any prior message nor courtesy phone call informing me of such diversion whatsoever.
I mean if one were to alter such scheduled maintenance appointment for the sake to cover his butt, at lease he should take the courtesy and manners to notify me of such a delay due to whatever reasons ..............., but rather simply rescheduled the appointment time merely through an last minute email alteration and subsequently without my knowledge nor consent.
I spoke quite distinctly with David from Enercare Customer Service and in which he apologized on the Company's behalf.
I finally resolved the issue with David, to get it done and over with by consenting to extend the wait period to have my Winter Furnance Maintenance Appointment done by to extend the wait period untill 6:30 PM.
Finally by 3:15 PM an Enecare Maintenance Technician by the name of Scott Burry, a different technician as he reiterated to me performed the Winter Furnance Maintenance Technician arrived at the door to finish up the delayed appointment for me.
Mr. Scott Burry is an experienced technician and he took time to perform his furnance maintenance for me professionally.
My appreciation and thanks to Scott Burry for his patience and professional skills.
Today my Furnace was not coming to the desired temperature. The Enercare technician came and repaired and charged me 1600 Dollars. The bill for the Circuit board (325878-751)came to 880 Dollars along with another part,"SERXT" for $480 which was never replaced. The Circuit board brand new only cost less than $200 in the market. I have raised a dispute and will never ever go with this company. They charge you bogus amounts and do not tell you when they are replacing the part. People out there, please be careful with these guys.
I had 2 ENERCARE technicians come to my home to install a new water tank: Taylor M and Gordon.
Taylor told me up front of the cost, and proceeded with the work.
Both Taylor and Gordon were very knowledgeable, courteous and worked quickly.
We are happy with the service and would I would like to leave a compliment and good review for their hard work.
They were supposed to come out as promised when they made my appointment on the wrong day the manager promised me an appointment after 6 the next day only to get a call from the tech telling me the appointment was booked for the wrong time 2-6 and when he called in he could not get an appointment as promised for after 6 then to get a manager to call me from his car telling me he could get no one out to fix my hot water heater last night. I said you are in your car you come do it then, oh no no I can't do that. Again no customer service.
We signed up for the 3 in one service package at least 10 years ago and dutifully paid our premiums monthly. Two days ago our furnace stopped working and so I phoned them. I was given a four hour window to wait for a technician and was assured one would call and then show up. This was the first time we had ever called for assistance.
1. Technician never called nor showed as promised.
2. I called the office and they said their man showed but we were not home. (totally not true.)
3. Made a follow up appointment for the following day between 9am and 1pm.
4. I decided to cancel the appointment for the furnace as I was having one installed instead. However I did call the office back and ask them if the arriving technician could look at our fireplace insert instead, as the blower was not working properly. You're man in the office said that should be no problem and that all the technician had to do was call it in.
5.Technician did not call as promised, but showed up anyway. He was quite rude and we felt as if we were really putting him out. He then got really irate when he was told about the change in the call, re: insert rather than furnace. His response was;
"Why not get your furnace installer to look at your insert?" very sarcastically. Then proceeded to inform us that the insert is not part of the policy and would not even look at the contract that states otherwise and turned to leave.
6. He complained about us not cancelling the furnace call and we told him that we called his office early that morning and that they should have relayed it to him. He just stomped out.
Overall, this experience was the worst service experiences ever. Pay all this money to have no shows and the one that does was terribly rude. Unbelievable.
Part of my lease requirements for the house I rented was to have a water heater in my name. Last week it was discovered that my furnace and hot water tank were venting carbon monoxide into the house and not outside due to a leak. My landlord had the water tank and furnace replaced with new venting, as it was an emergency situation.
The very same day I called enter are to have the water tank picked up. I was told by their customer service I couldn't arrange that as I was not the owner. I notified my landlord. They called and were told something completely different. That I was responsible to call. So I called for the fourth time. This time I was that because the water heater was removed by someone NOT from their company I would charged the buy out of over$700 for the water tank. No consideration that the carbon monoxide vent was leaking for an extended period of time and I'm lucky to be alive. The $700 is what I owe after paying my rental for 6 years.
A gentleman named Anis came to our home to fix the furnace that wasn't working right.
Anis did a very professional job and fixed the problem. We were very Satisfied with his
job and was very happy we got him. Enercare is very lucky to have someone like Anis - who knows his work.
Maintenance technician came to check my furnace and told me that there was something that had to be done in order to get my furnace to work properly as it wasn't reaching my desired temperature. He then called called Enercare to book for a service technician to fix the problem. He said that I didn't have to pay if it is only diagnostic. I had a doubt of not having to get charge because I know I was only in the maintenance plan so I called the company and asked. The representative told me that I was going to get charged. I cancelled the appointment and called the other company where I purchased my furnace 5 yrs ago knowing that I had Labour and parts warranty. When the service technician from my furnace company came, he said that there was nothing wrong with it and it was working perfectly fine. I believe more with the latter technician as the heat is rising to my desired temperature as opposed to what the maintenance guy said. I got charged $111.87 for the service call. I had made a complaint to Enercare and told me to wait for 24 to 48 hrs. Nobody called and so I made a call again and told me to wait for another 24 hrs. I called after 4 days to give them more time, and when I called billing Dept said I had to wait for another 4 weeks. I freaked out, and that was when she started paying attention to my call. I told her about my case but she started arguing with me. I told her I wouldn't call a service technician if the maintenance man didn't tell me something was needed to get done. He even booked me with your company service technician which I would get charged as well. She would not listen to me and so I just wanted to cancel my plan with them, She transferred to another department, explained my case again, but gets no mercy. I have to finish paying my contract without any credit. Yes, your employees do a good job standing up for their co employees but you will lose a lot of customers with a treatment like that from your company.
I needed a new water tank as a condition for the sale of my house. The 2 technicians that enercare sent out told me that the duct work was not up to the 2007 code changes and I would need new duct work, a new furnace and I needed to move an electrical outlet. They red tagged both my water tank and my furnace. I had another HVAC company come out and they noticed that the duct work was actually pulled over so that it looked like it wasn't up to code. I will never trust another service company again and I certainly will never deal with enercare again. This was criminal and deserves less than 1 star.
The worst service ever. Called them for a water heater repair. Technician came and did nothing more than restarting the heater (which we've already) for a temporary fix instead of actually fixing the problem. Charged $280 for that. Then we had another technician from another company come in and replace the whole unit under warranty. We then called the Enercare customer service and they say we have to pay for the technician visit regardless. RIDICULOUS!! NEVER CALL THESE FRAUDS FOR ANY SERVICE!!
I've never in my long life been given the runaround or seen the incompetence of a company that I've dealt with.
My hot water tank blew months ago and I can't get Enercare to do anything.
Started off well enough, had a tech come in, he recommended a new tank.
Then the rope-a-dope started.
I won't bore you with all the details, but at this point I can't tell you if Enercare is just really incompetent or borderline criminal.
Dropped calls, unfulfilled promises, and the lies that never ended.
Of course, now that I know their game, I'm withholding payment.
Come and get your money Enercare and bring a new hot water tank with you.
Very disappointed with Enercare. I have been a customer for about 8 years or more paying for the 3 in 1 service plan; heating, cooling and plumbing. During this time I must have spent around $5000 in payments. This has given me one call out per year. Some years they didn't even come to maintain the furnace. and when they did come they were in for no more than 10 mins. (what can you service properly in ten mins?
We decided to renew our furnace and AC, but unfortunately we are still tied in a contract and will have to pay $700 to get out the contract. After all that loyalty I think they are a toral joke.
I was advised years ago to put the money in a savings account and it would be there in the event of a repair. I should have done that, more money in my pocket.
If you have home insurance you dont need all that extra coverage like plumbing etc.
I can't wait to get rid of Enercare, and I will never look at signing with them again.
Tech came at 915pm in a 5 to 9 window...says he fixed tank. Next morning still no hot water. Called enercare was told next appoint avail is 3 days away... asked for supervisor was told he was on the phone and he would call me back within 4 hours....never happened. Brutal techs, brutal customer service. STAY FAR AWAY FROM ENERCARE.
I cannot believe that enercare thinks it is ok to leave a human being without water for 3 days.. How are we to cook, bathe, flush a toilet... Our water tank blew all over the floor last night and when we called we were told Monday but to have a good night... tried calling again this morning... again given the same run around... No way to even turn the tank off to just use cold in the house.....So appaled by the way they treat their customer...
They convinced me to join their protection plan bundle and it sound reasonably priced.
But be very careful, their one year contract renew automatically and bundle price will be removed. They will then charge you at regular prices. You can’t cancel it until the year contract is full paid.
They even want to sell me an upgrade until I started yelling over the phone.
The better business bureau should be looking into this operation.
Do you have minus for me to score their services?
I’m calling to find out A/c Service . They sign me out on one yeah contact. How I found out. My phone is hanging out. I did call back. Ask them you have to pay 179$ plus tax and 15.99 month to month. I. Never agreed. I just want to know how much A/c to check and repair. Please you all guys right about please Remove Them from monkeys ??business thank you
I had a monthly service plan for 10 years. I never had a service call and I had it cleaned 4 times. The yearly cleaning that is offered, if you dont use it that year it expires. I moved and wanted to cancel the service. Apparently you auto renew on a yearly contract and cannot escape it unless you pay for the entire year. I have to pay for 10 months of service that I will not be able to use. This is completely unreasonable and horrible. Do not use this company that will take your money but offer you nothing in return.
Worst....worst service ever!!
I do not recommend Enercare at all! Very bad customer service, I called them my hot water tank not working at all and they provide me service after 4 days! I told them how we manage without hot water .... we have kids and seniors at home ....but they do not care about anything. It’s a real stuggle....they should be out of business !!!!
The service repair contractor Kevin Connolly was professional and polite. Very educated with his work and completed repair with no concerns. The Enercare team worked together to provide the best service in a timely manner.
I recently sold my house, I called to cancel the protection plan I have used for 5 years, I cancelled because I am moving and not needing the plan, they say " my contract auto renewals " and I owe for 1 year left. What kinda company treats their customers like this and what kinda company like enbridge works with a company like this.
Enercare customer service is the worst I have experienced in a long time. The problem is not with the local contractors who do the installs but rather with the customer service reps and offshore call centres. I recently called to have a water heater removed after selling my home and spent over an hour on the phone being bounced from one department to another and being required to repeat my client information each time. This company is disorganized and their foreign call centre employees are clueless. If you need anything for your home go elsewhere, if I could give Enercare less than a star I would. Avoid at all cost.
We scheduled a routine visit to inspect the furnace, which was working just fine. The technician arrived and out of the blue said that the secondary heat exchanger was damaged and need it to be replaced. We have two CO2 alarms in the basement and none of them sound the alarm. When called enercare they said that they not cover heat exchanger replacement and that I should be pay $ 1,200 plus labor to be replaced. Enercare has terrible technicians and service. WATCH OUT with enercare technicians !!!!!
On moving day we smelled gas so called gas co. and gas to the house was turned off.
Oh no. It's closing day! This has to be fixed before new owner takes possession at 5pm.
4:15 and still no one has come to fix this. I called and was assured he was on his way.
Dave Lewis showed up and came in running. He got the part and fixed the water heater by 4:50 and called in the repair so the red tag placed on the gas line could be removed. Just in time for the house closing to proceed. Pheww.
Thank you so very much Dave Lewis. You helped us immensely.
BTW, Dave was very courteous and comforting during a very stressful time.
Thank You Dave Lewis.
Avoid Dodgy salesperson Loris Castellan at all cost… Guy is a soft and sweet spoken liar who will make promises, make you sign contracts and then after installation will avoid you… In my case 2 installations at different property. Fighting Legal case against such Untrustworthy and Fraud Salesman infected company Enercare.
Frankly speaking Enercare technicians are very ordinary and do below average work based on two of my experience. Lesson Learnt is AVOID BIG NAMES LIKE ENERCARE AND TRY LICENSED SMALL COMPANIES WHO WILL BETTER SERVE YOU.
I have rented a water heater from Enercare for several years (continued service when I bought the house). Tonight I noticed that my exhaust vent (black plastic pipe, now needs to be replaced by the white plastic exhaust pipe) was completely cracked. I was concerned about exhaust gases (carbon monoxide) in my house. All the agent wanted to do was SELL me more services. I didn't even get a chance to explain the problem. As soon as he heard "gas" he said "call Enbridge". Enbridge does not service any appliances. Once I convinced the agent to book an appointment (after asking 6 times!!!) he finally said "Saturday"... it is now Tuesday. What am I paying $29/mo for????
Not only did the agent not care about my problem (only his sales pitch), he was almost mocking me (laughing) while I had a serious problem. These guys are criminals. Even the Enbridge guy who came to my house said to stay away from Enercare.
FOLKS: go to your local store and buy a water heater for $800 and have it installed for less than $300. Within 4 years you will have paid less than you would have at $29/mo.
If you work at Enercare, you should be completely ashamed. Go do something useful with your life.
I had a flooding in the basement & shut off the main water switch. I called Enacare to access Plumbing services - covered under the Home plan I purchased many years ago. This was my first experience & I got one lie after another - Each time I called Enacare to inquire if someone was coming to fix the leaking pipe.
I was without water for 48 hours & as I had to shut off the main water switch.
I made 5 calls & they kept up their lie... that someone would call in 4 hours. This turned to well call you in 30 minutes... to - you'll get a plumber tomorrow between 2 & 6pm. I spoke to 5 different agents & a supervisor to no avail. The WORST SERVICE & LIERS, EVER . AVOID THEM PLS. I WILL NEVER CALL THEM AGAIN & AS SOON AS MY CONTRACT IS UP ... NO MORE PAYMENTS.
After 29 years of paying for Enercare's air conditioning maintenance and repair protection, we requested service of our central air unit. The service person took 4 days to arrive. He lied to us about the coverage of the plan. He installed un needed parts and failed to complete the repair. He claimed that the unit was too old to repair and with the parts he had already installed, we were over our plan's $500 limit. This was an outright lie.
Two days later I cut a business trip short to return home because of the issue. I was able to repair the air conditioner in three hours. It needed a new fan motor that cost under $200.
I have asked Enercare to reimburse me for the part. They refused. I then asked them to tell me when the unit became too old to repair, and reimburse me for payments they have charged since that date. They have not replied.
I had a on going issue service with Enercare. After I cancelled the account with them and they have confirmed the new account connected, they still charged me two month of the hot water tank rental fee. The new account customer called couple of times to get the connected and the wait time was over 20 minutes. After I was over charged for two months, I called them multiple times. The call center agents dont know what to do, but kept transffering me to different agent. Finally I got the manager on the phone, she would not refund me but saying I should wait for my email. now three months go by, I received no email from them. And they didn't send me the money they over charged.
Enercare service technicians stood us up on two separate appointments in a row. No phone call, no knock on the door, nothing. It would be nice if my home service furnace insurer could get someone to my front door at the appointed time. There's definitely something wrong with their service system.
I have been an Enercare customer for several years. I have paid monthly for heating and cooling plan maintenance and protection. In June when I called to have my cooling system maintenance booked, I was told that I was being overbilled for my cooling plans. Something had been duplicated. The girl said she would adjust my bill accordingly. I did see some archaic adjustments to my billing on my Enbridhge stmt for June and assumed that it had all been corrected. Now today, Dec 2nd, I wake up to a broken furnace, inside temp at 57°. I call for service and I am told that my plan was cancelled! I did not cancel my plan. The rep I spoke with said he could send someone out for $179 to check on the problem. I asked for a supervisor. Was given a refernece # and tossed back into the que. Second rep supposedly sent me directly to a supervisor who obviously loves his job. All he could do was send a tech to diagnose the problem. Told me he would waive the $100 fee (see above...prev 179?) and that was all he could do for me. I insisted on knowing why my plan had been cancelled without my consent. He said he has escalated my concern and someone would get back to me within 24 hrs. He then proceeded to hang up on me. I highly doubt there will be a happy ending to this story. And now I wait with my kids and pets and freeze!
Total rip off, bad service, bad customer service. I signed up for the protection plan thinking that I will get the value for my money. When my furnace broke last month, they told me I would have to wait for three weeks for the closest appointment. When I told them them that it was urgent I was told I had to be patient. Worse, Enerecare doesn't allow you to cancel their "amazing" service until the year is over. This is something they don't disclose up-front. Anyways, I ended up calling a technician who fixed the problem for $300.00. Enercare never showed up as promised and I have to pay for this useless service until March 2019. I recommend to all home owners TO NEVER EVER purchase this plan. You will be disappointed and will have wasted your hard earned money.
10th of November 2018, I sign up for Furnace Protection with Maintenance Plan, was told it will be $17.99 plus taxes, one year contract
After a day I received Welcome Email stating my plan is $23.99 plus taxes
I tried to call customer service few times, every time had pain full experience, no one seems to pay attention or wanted to help and many times got discounted while on hold
Finally today on 14th November I have cancelled my plan for GOOD !!! HOPING THEY WILL NOT CHARGE ME, otherwise another battle to deal these guys
PLEASE STAY AWAY WITH ENERCARE
Pitiful service. 4 days to replace a water heater. UNACCEPTABLE!!! Customer Service is unreliable, inexperienced and totally screwed up having same day service due to multiply errors with customer service. I am so disappointed and frustrated with this entire experience so far. I give Enersource a ZERO for customer service. I have yet to have the tank replaced and sincerely hope I do not have any further poor experiences to report with Enersource.
Abst. garbage service. Forcing me to sign a contract with Condo builder and pay 54.50 per month for HVAC. In the document they talked about payout plan and mentioned its on the website. The website has nothing like that other than schedule mentioning customer has to pay 83% even after 7 years. SCAM ... no price mentioned anywhere.
Call their customer after 45 mins of hold a girl told me that I can't be helped because I don't have an account. I asked about the pay out cost they said no first you have sign in the contract before we can tell you what is the actual cost.
When I insist with my rights as per signing a contract She gave me this ref no.: 28738354 and transfer me back in the queue for another 40 mins hold wait.
Absolutely worst possible service.
Terrible service deceptive and dishonest in every way
We have been dealing with these people for over 3 months due to a technician whom serviced our central a/c and bent the fan which was confirmed by their second tech whom came back to check the unit after it started making noise
A part was ordered and nothing was heard from enercare until we followed up 3-4 weeks later only to be told after multiple calls and transfers to other departments that a part could not be found to fix the problem. It was a this point we registered a complaint - which obviously went no where within the enercare organization 3 months later we called this morning and spoke with 5 different people on the phone for 2 hours only to be told that we could not break the contract unless we paid basically for the rest of the year and may I add the final person was extremely difficult to understand due to the fact that he did not speak English well
Shame on Enbridge for allowing these Enercare crooks to use their billing system!
Stay away from this company. I paid into them for YEARS and when I asked for electrical help, they did not show after 8 hours and then told me they won't be coming. When I asked to cancel the service, they said I was locked in for 12 months. I never agreed to that. It is a total SCAM. Stay away from these crooks. 1 Start is too much.
The technicians never show up on the allocated time. The service is terrible. If you are lucky and the guy shows up, he tells you what you already know and he is not able to fix the problem. Waste of time. The supervisors do not care.
It is DONTCARE not Enercare!
Tried for close to 2 hours to get answers to questions via Enercare call centre last night. On hold longer than I spoke to any people Even disconnected at one point, hmmm. Got lots of "I'm sorry you experienced that"... "let me open a case file for you" (I have three from last night.... Decided to resume this morning, maybe someone in authority was there-
tried to cancel contract - the "automatic renewing contract"- where you get no notice it's happening--- and Enercare claims they don't need your consent to renew. Try to cancel- you have to pay for the whole year. Try to get written confirmation you requested a cancellation of heating or cooling maintenance contract- and Eli from their "backroom team", tells you he can't do that, or provide his supervisor's name.???
Wow- this is the customer "service" call centre. Billing couldn't explain my billing? Eli- rude- is it because I am a woman? Won't give full name, but did get an alleged employee id. Keep pushing- a contract can't be this one sided- all in favor of the company- who is protecting the customer?
Saving grace- the air condition technician is a gem- but he needs to find a company that treats people like people.
The worst experience ever, we called this company more than two weeks ago, the first technician came said that he can't check the air condition because it was raining.
He said he will come tomorrow to check it out, I asked what time, he said the company will call you to set up the time, nobody called us so we had to call them again.
They had no idea that he told us the company will call, anyways we told them, when are you going to send another tech to check our air condition they said they will send another one.
The guy came, checked it out and he said that the compressor is not working and needs to be replaced we said OK, it should be under warranty because it's only two years old and the manufacturing company of the air condition offers 5 years manufacture warranty, they asked us to call the manufacturer to order the compressor.
We did but the manufacturer said we don't deal with a homeowner, certified Tech has to order this for you, you can't order for yourself.
We call them again and told them that the manufacturer needs you to contact them to order the part, they said OK we did but we are getting no answer because you guys have no serial number on the air condition.
They said when we came to your place we couldn't find the serial number so they want us to buy the part from them and pay them around 1300$.
Then I and my husband decided to open the air condition and see if we can find the serial number to give it to them so they can order it for us from the manufacturer as we don't want to pay 1300$ to get the part while we can get it for free because it's under warranty.
Once we open the air condition door, the miracle happened we found the serial number and it was so obvious to see, you don't need to be a technician to see it really so I was so surprised that two technicians came to my house and search for it and they weren't able to find it.
I am not sure now if the technician didn't find it or they just want us to pay them the money so they can order it for free and let us pay all this money.
We are still waiting for an answer from enecare.
Enercare service is the worst. Our water heater stopped working and enercare sent a service guy to our house the next day, service guy ordered a part which he said will arrive the day after and the carrier will tell the company. The part never arrived and after arguments with the customer service line they said the carrier doesnt even contact them for parts! My mother has arthritis and has not been able to use tap water at home because its so cold. We told enercare from day 1 but no one even cared. They pretend like they cant havw prioritt calls even though they provide service till midnight. A company that known has representatives that dont even take their customer's health in consideration for prioritizing their serivce. Its crazy how things like this happen in a 1st world country like Canada and in a city as advanced as Toronto.
We bought a house and the previous owner had the heating protection plan we tried cancelling and enecare told us we had to pay for the rest of the year. Im so upset and i cant wait to cancel all other services with them.
I contacted customer service on May 29th to request service on our air conditioning
I was told that the next available appointment was on Saturday June 2nd and since there was no better date I accepted. We then realized that it was getting hotter and unbearable at home for our 2 kids 4 and 5, one of them suffers from asthma
My daughter then called back to see if they could come sooner only to be told that no
on Friday June 1, we got a call from Enercare advising that the appointment had to change to Sunday the second due to a scheduling conflict, I was livid and called to speak to a manager, just to get to customer care, took half hour then after telling the rep my life story he certainly was no help in fact he could use some people skills
I expressed my disappointment and asked if I/we were being punished for their staff's mistakes, I asked her if she was a parent and how would she feel about this, did she find it acceptable? How was I to tell a 4 year old asthmatic that he now needed to wait another day to breath better again? she was sympathetic but did nothing, said she would get back to me and of course she did not
I have been a long time customer since Direct Energy well over a dozen years, paid for a service I never used and when I needed it, it was no where to be found
Enercare needs to look up the definition of "customer care"
They certainly do not care, it's a shame that we get conned into their services, pay up and get nothing but stress dealing with them
all customers should cancel their contracts
I also emailed one of their senior Executives Janine Krause who apparently oversees the service department, she completely ignored me, surprise, surprise
I have now reported my incident to the Better Business Bureau
To whom it may concern:
On 17th February 2018, I signed an agreement in my home to rent a (Furnace and AC)
from Enercare: Furnace – Brand - Carrier / 59TN6A06CVI7 and AC – Brand - Carrier / 24AAA524A003), at $10,400.00.
Today, I want to cancel that agreement. I hereby exercise my right to cancel the
agreement as a result of unfair business practice(s)as described in the Consumer
Protection Act, 2002 and ask that the money be returned to me and above-mentioned products removed from my premises at your earliest.
I look forward to your immediate reply. I would really like this matter to be resolved immediately and hear from you soon about the outcome, so I can proceed with making the required changes to my premises. You can contact me at 6474497855 for any further clarifications.
The product doesn’t give the efficiency and bill reduction promised at the sales pitch and I am not interested in continuing to pay for a new furnace and air condition unit for same results. Also, the technician who came in for the routine maintenance on 02/08/2018 stated to my wife that we are close to being at rick of a Carbon Monoxide alert. We found this to be not true now.
I would have returned this product earlier but was not able to do so as it was the middle of winter and I have 3 kids under 7 who would be in grave danger if I was to return the product in 10 days as per your policy. Also, I was told to keep using the product for more than 3 months to see results. Technicians from Enercare have visited my premises twice 04/09/2018 and 05/01/2018.
On the first visit, the technician has explained to us that we will not see the numbers mentioned by Sales on our bills and we are now hooked to Enercare. Second visit was prompted by Sales Consultant (Ken Carson) promising to send a senior technician. This technician didn’t do anything left my premises stating to use the furnace for 12 months to see changes in bill.
This is not acceptable.
Enercare water heater was in my house when I bought it. Plain and simple...THEY ARE THEIVES!
Have paid the bill for almost 3 yrs. I wanted to change out the water heater for a gas tankless water heater system. They said it was possible and referred me to their subcontractor in my area. I waited months for someone to contact me, only to say that the subcontractor did not service my area!!
Calling & leaving msg with Enercare again, a nice lady called me back wanting to do the tankless. After another couple months I got a voicemail (which I saved) telling me they have no one in this area who services my town!!! The water heater in my basement proves to the contrary! So in Jan 2018, I emailed them and told them I will no longer pay my water heater bill if there is no one to service it! I'm waiting now for someone to contact me.
I have been a customer for 21 years, purchased furnace from them, and rented water heaters. Paid into a monthly heating plan and when I called to have a repairman come fix my broken furnace in the dead of winter they had no one available. I spent $463 on a furnace repair with a different company. Enercare refused to pay or give me a refund on even 1 months protection! I called to cancel my heating contract and now they charged me $300+ for a full year! I called to rectify and they keep saying " we can't help you, you should have read your terms & conditions before you cancelled" asked to speak with manager and they say No, there is no one available. Not too mention the attitude but it way AWFUL :( Really disgusted a Canadian company would treat a long term customer this way! Not to mention I STILL pay monthly for a rented water heater.
Enercare Home Services - Furnace repair - Worst company I've ever dealt with. Avoid Enercare at all costs. I strongly urge anyone thinking of using this company to go elsewhere. This company installed my furnace and I have a Goodman 10 year parts warranty. First Enercare's tech tried to tell me I don't have a warranty even though I was showing him the expiry date of 03/12/2018. Then he proceeds to say Enercare does not honor Goodman warranties at all. He said Enercare only deals with their own protection plans. He told me to call an authorized Goodman dealer to get my parts under warranty. I mentioned Ontario Works was helping pay for the repair. As soon as I said that he lit up like a Christmas tree. It took him over 1/2 hour to write out the quote. He quoted me $1242 +hst for parts (even though I have a warranty) and $258+hst for labour for a total of $1695. I am not getting anywhere near that amount from Ontario Works. I later called Goodman and they told me Enercare IS an authorized Goodman dealer. They also told me to call the company who originally installed the furnace, which IS Enercare. I finally contacted Jenine Krause Chief Operation Officer - Home Services, who gets Rachel McCrear from Head Office in Markham Ontario to deal with me. She told me in an email that I don't have a warranty after I went to her with a complaint about her tech lying to me about both not having a warranty and also Enercare not honoring it. She immediately tried to sell me one of her protection plans which would still make me have to pay the same amount of the original quote, but then you're under a contract and you have to remember to cancel it before it renews the next year. It took me 7 days emailing back and forth for Enercare to finally admit that yes I DO have a warranty. Then they said they were going to send a tech out and only charge the labour of $258+hst - from the original quote. Then they ignored me for almost 2 days. Then I get an email after 6pm, Rachel making up an excuse as to why they are not going to honor my warranty. Then proceeds to try sign me up for a heating protection plan. I told her I am now suing them. She says I don't see how this is a legal matter. She refused to give me their lawyers contact information. I can't wait until the court papers are filed. I can then go to the media. I've already reported this to BBB. On BBB website Enercare has 39 reviews and all are extremely negative. I am writing a review anywhere I can to warn people.
STAY AWAY FROM THIS COMPANY. They overbill, try to lock you into their plans, then tell you whatever they need to to get out of covering it under their plans they just convinced you to sign up for. The people at the call centre lie as well. They don't tell you all the details until you say yes to it. You are only saying yes because you don't have all the facts, so it sounds like a great deal.
Enercare has made me go without heat since Jan 14/18 to present Jan 25/18. Their Head Office agreed to fix it twice and went back on their word twice, after lying to me for 7 days. This company has no human decency. When they see their customers all they see is dollar signs.
Don't bother. Their service is poor, pricey and their response time are ridiculous. If you call to book an appointment as a plan holder (means you are paying about $600.00 a year), the turnaround time is a week minimum; because they don't have the manpower to service the calls. Do yourself a favor, save the plan fees, and use a well rated local plumber, electrician etc.
Our Holiday break has been destroyed by Enercare's incompetence. Everything from call centre staff who know nothing since lines of communications to the parts department is non-existent, promises and guarantees that never materialized, and incompetent mechanics who ordered wrong parts. Why does more than nine days for parts to arrive from Etobicoke, to an address in downtown Toronto? To make a long story short, we were without heat after our furnace broke down, for nine days. We are still awaiting the promised parts and finally resorted to ordering a new furnace from Home Depot. They installed the next day. Our water heater (which it only seven years old) also went out and again the same scenario. Wrong parts delivered after five days. They appear not to be in the maintenance business as soon as your furnace or water heater is malfunctioning.
Absolute rip off, you would be better buying a pile of sh*t. the customer service is the worst iv'e seen in years, once somebody gets on the other line, the poor staff doesn't have a clue about the services they provide.
We got a different answer from 5-6 different staff members. their contract stats what they cover but in all reality they will find a way not to cover the repair regardless of what it is.
Enericare also has different names for components that break down and therefore those names are not covered.
Absolutely horrible service and an embarrassment to the HVAC business.
1st - Needed a new hot water tank, Enercare sent a third company to install, as they took out old one they hit my wall causing all my picture frame to fall and shatter. Enercare not taking responsibility for their contractors and showed no help to get the contractor to reimburse. I have called countless time with the run around and no call back.
2nd - booked a service call waited over a month to have the person not show up. When i called to ask what happened they said it was too cold to perform the work. It was 18C and sunny. No call to cancel the appointment just didn't show up.
Customer service is horrible. They do not value your business. DO NOT USE THIS COMPANY!
I had their technician to perform maintenance, I watched him, nothing need to be done but vacuum the duct entrance and then charging you $80+ ???
After he left the humidifier did not work? when I called they want to charge me again??
BEFORE you agree with any contract, READ all the fine prints, nothing but scam
The most terrible company I have ever had to deal with. Cancelling a water heater contract with these guys = mission impossible. We had to jump through numerous hoops to get our contract cancelled including sending Enercare our purchase of agreement on our house to a general email address. Then they proceeded to get the closing date mixed up with the date of offer, proceeding to charge us for rental fees backdated to before we even owned the home! How can their legal department make this kind of error? Each time we called we were on hold for hours at a time. Since paying nearly $1300 to cancel the water heater back in February we have continued to be billed for the rental water heater!!! We bought it out 3 months ago and they continue to bill us! We have called several times, been given reference numbers and nobody seems to communicate or know whats going on each time we call. Meanwhile we continue to be billed an extra $30+ a month for a water heater we now own!! Enercare are you listening????? Improve your customer service!!!
My god, what kind of service is this? We have no hot water since last night. We called last night and were told to call back this morning. We called this morning and waited 3.5 hours for the technician to arrive. He came and told us that the tank has to be replaced and that we have to agree to a new rental rate which is 50% higher than our current rate. We refused the replacement and they said that they do not have the replacement part for our current tank and they need to order it. I called customer service and spoke with two supervisors and they told me that i have to wait for another supervisor to call back- up to 48 hours. This is the most horrible company that i have dealt with. We have been renting and paying the rental fee for 17 years and this is our first time calling for service and this is how we were treated. One more important thing that i forgot to mention. The serviceman broke something that set off the CO detector and he turned around and told us that the part broke a long time ago. I am still waiting for the call back. This is the most horrible company.
I would give 0 stars! Enercare does not care! This company has no heart, no soul and no manners. Been out of hot water since friday. Have 3 young kids, and one being a 9 month old, and we havent had any hot water and today is sunday. Every person I talk to gives different stories.
Friday - called had no help and given appointment for saturday 8pm-12am bc i had few showings in Bancroft.
Saturday- rush from Bancroft 3 hr drive and no one showed but left message that they resceduled me for sunday 9-1pm. called in and was told that they will call me back to confirm appointment for sunday but no called.
Sunday- no one showed or called so again im on phone waiting, probably spent more than 8 hours these few days on phone. Now I am told that i have to take day off work to wait for them again for monday morning 9-1pm. I make sure they get their money and yet they leave me and my family completely stranded with no hot water in the winter.
One person told me that my tank is 2002 and another told me its 2005. They really have no idea what is going on. The supervisor is completely incompetent and they really truely have no heart and have no soul here. Go else where. Karma is a gonna bite them if this is how they treat their fellow canadians.
Summary: Enercare technician (Dan - didn’t want to supply his family name) came into our house for the yearly furnace cleaning, and forced us to waste $5,000+tax. How ? By declaring dangerous our perfectly functional old furnace. Why ? Because since one decade ago we kept paying monthly to Enercare for the “PROTECTION” Plan, so they were liable for fixing it. But they didn’t want to fix an old furnace, even if we had paid for those future repairs. So they declared it dangerous (without doing any emissions testing), and red flagged it to Enbridge.
Conclusion: if you pay monthly for the Enercare “Protection” Plan, they will disable your furnace before it starts breaking, so they won’t have to honor their repairs promise.
If you have patience to read this long post (which I advise, given that this is the ONLY review about Enercare you ever need to read), the sequence of events follows:
_ we booked the yearly furnace cleaning.
_ the cleaning technician (Dan - didn’t want to supply his family name) stated that the heat exchanger had holes in it (that was not true), and red flagged the furnace (so shut it off, in the middle of the winter). He said that the heat exchanger is so bad that if he puts his screwdriver on it, the screwdriver will go through (at the end of this post I attached the heat exchanger pictures I later took - I can’t even see traces of corrosion on it).
_ Dan refused to do emissions testing, stating that him seeing the holes (which I couldn’t see on his fancy video camera) were enough for red flagging our furnace.
_ Dan mentioned that the “Heating Protection Plan” we were paying monthly since about one decade ago ($27 per month) covers any furnace repairs (parts and labour), but DOESN’T cover heat exchanger repairs (this is a component inside the furnace). So we have to buy a new furnace.
_ Dan booked an appointment for us with his colleague, Don Peters (Enercare salesman), to quote us a price for a brand spanking new furnace.
_ Dan refused to assemble back our old furnace (he left it with components hanging out), and left.
_ after sleeping one night at close to freezing temperatures, the next day I got a new furnace installed by a local company (for $5,000+tax).
_ these new guys showed me our old furnace disassembled on our driveway. We all looked at its heat exchanger, and none of us could see any holes in it. I took pictures of it.
_ the incredible thing is that after all this, I called Enercare and asked them to stop billing me for the “Heating Protection Plan” (because it didn’t protect me neither against heat exchanger repairs, nor against Enercare technicians). The Enercare customer service person told me that my plan automatically renewed one month ago, so they will keep billing me for 11 more months till the plan will expire !!!
_ I called Enbridge and asked them to stop including Enercare charges on my Enbridge bill. They told me to stop paying the Enercare portion of my Enbridge bill.
Conclusion: don’t give $1 to Enercare. Especially don’t buy the Enercare “protection” plan, because that plan is an incentive for Enercare to destroy your old furnace. They will do it on your yearly furnace cleaning appointment.
Interesting comparison: all this story is like you would own an old car, perfectly functional, and the insurance company would come to your driveway and set it on fire, just because they don’t want to insure it anymore. Then they would offer to sell a new car to you. And by the way, you would have to keep paying 11 more months if insurance prime on the burnt-out old car. Because the insurance on it renewed automatically ...
We subscribe to Enercare's annual furnace and air condition maintenance checkup and tune-up plan. We've been with them for a few years, since they were Direct Energy Home Services in both Mississauga and at our new home in Carlisle.
We enjoy the peace of mind knowing that our equipment is protected should anything happen.
So far so good...
Sufficient data is not available to establish a TrustScore for Enercare Home Services. The average TrustScore™ for other businesses providing similar services in Markham and the surrounding areas is 2.7. For detailed information on how TrustScore is calculated, click here.
This Markham area hvac business is rated 1.6 from 104 reviews. Services offered include hvac, water heater installation and plumbing work. Read their reviews, ask about license and insurance information, and request a quote.
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