This Markham area hvac business is rated 1.4 from 194 reviews with a TrustScore of 0.9. 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 194 reviews for an overall customer rating of 1.4. The average rating for businesses providing similar services in the Markham area is 3.3. Write a review for Enercare Home Services.
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After a technician came to my house and found out that my hot water tank needs to be changed and they gave me an appointment for this change to be made on the day of this appointment at the last minute they called me and they canceled me. I have tried to schedule this appointment again and it has been impossible, nobody knows the process, I have made several calls where they transferred me to various departments and in the end I have not been able to solve my problem.
Winter time no hot water please resolve this issue.
Bought a new water heater and replaced the one rented from Enercare. Called them 5 times to cancel my contract and pick up their echipment. Every time I was put on hold undefinetelly. Horrible, horrible company. I would rate them a negative rate if possible.
We are currently 4 days with no hot water and no furnace middle of January in ontario! After calling on Monday morning to report the issue, I was told someone would contact me with a service date. After no return phone call by 2pm, was informed that due to no water or heat and 3 children in the home, my call should have been escalated during the original call and someone would call me back. After again no return call, I called again at 630pm asking to talk to a manager or someone who could give me more information and was given a 24 hour time frame for a return call.
Starting this process on Monday morning, it is now Thursday and we have not had a return phone call, someone "should" be here between 8 and noon!
After sitting on hold for 1.5 hours yesterday I was able to talk to a representative who told me there is a 12 year contract, that they do not have a copy of and there would be a $3000 fee to break the contract.
The service call was given to an outside company and I'm sure they will be very different, but the customer service we recieved from Enercare was less that a one of I could give a realistic review!
I've been with this company protection plan for 7 years just used their service once Now I sold my property I've been on the phone for 1 hour and 30 minute to cancel after 11 agent passing the call to other finally some one is doing the cancellation process also they still charge me for remaining months on contract imagine you don't own the house but still have to pay for protection plan. Don't Use their services worst worst worst company to deal with.
I bought a house where the water tank was rented from Enercare. I never received a copy of the contract or agreed to assume it. My bad for not examining my gas bill more carefully and understanding each line item. Chalk that up to being naive.
Then I found water in my basement on December 18th and quickly realized the tank was leaking. I learned the tank was rented when I called my heating company to purchase a tankless system from them. I called Enercare, was told they do not do removals of faulty equipment in my area, I would have to return the tank myself. I was further told to call on the day I wanted to return it because I had to answer covid screening questions. They would give me a case number that would be required for the return. This was finally explained after about an hour navigating their "service" team, and after the fellow Francis told me I had to either buy out the contract or really I should just get a new tank put in by them and a new rental contract.
On Jan 6 I called to get the case number. I was told that the case number is valid for 30 days. So I was lied to on Dec 23rd. I was then told that the case number required 24 hours to be activated so I could not have the tank dropped off until the next day - a Friday. Oh, and, sorry, but the return depots are only open for drop off on Tuesday and Thursday, between 10am and 2pm. During this call, I was again kept for well over an hour, the rep kept trying to tell me I was eligible for tank replacement and tried to schedule a service call, it felt like I wasn't listened to at all. I escalated to a manager, who didn't like being challenged and threatened to disconnect the call. While I was obviously an unhappy consumer, and I was very blunt and direct, I never once swore at or abused the manager while speaking with him. I was astounded by his attitude.
Overall a horrible experience, very in line with what I have read here. So thankful for my amazing heating pros who are installing a combi boiler/hot water on demand system and who are taking the tank back to Enercare for me at no extra charge!
<> I had previously rented a water heater from Enercare that was 11 years old and it broke in October 2021. Not once did Enercare come and check the status of the heater. Of course it eventually broke and flooded our basement- to which they responded they were not liable.
I told Enercare to remove the broken heater and I informed them that I didn't want another water heater from Enercare.
<> Enercare showed up to remove the water heater and immediately tried to install a new one. After some discussion at the door I allowed Enercare to install a new water heater at that time ONLY because the service technicians offered me a $200 incentive for purchasing a conventional water heater from them- please see the attached incentive notice they provided to me. The technicians specifically told me I would receive the incentive in the form of a $200 mastercard and receive it within 8 weeks.
<> I waited 11 weeks for the card and then wrote to the Enercare email address of Joe Bruno, as specified on the notice.
Joe Bruno responded to my email and stated: "You have purchased the water heater not rented, incentive for $200 offer is for new customers that rent a tank with Enercare."
Nowhere on the the incentive notice that it state that the incentive is for new customers only. In fact, at the top of the page it states that the handout provides "Information for Enercare's residential water heater customers", of which I was one. I was told that the incentive was for customer retention - to continue their relationship with Enercare when the time came for the customers to purchase or rent a new water heater.
1. Enercare technicians provided misleading information which led to my purchase of the new water heater
2. Joe Bruno is attempting to renege on the verbal contract by stating that the incentive only applies to new rental customers.
I am without heat since 3 days ago. Christmas Day! A Very polite technician came and told me that a new motor was needed. Because it was Sunday and Christmas Day it will done on Monday. I called service yesterday 4 times and all extensions for management had a msg that they were on holidays WTF. Please don’t let anything happen to your furnace good forbid on a holiday… service 24 Hrs … worst company .. now is Tuesday morning and I have been on hold for 1/2!hour.. I have a service agreement.. $30.00 monthly. DONT DO BUSINESS WITH THIS PEOPLE.
My shower was not getting hot water so I called Enercare thinking it was my tankless water heater. They could not fix the problem as it was my shower plumbing, but when they took the water heater apart it has been leaking every since. I have had 9 service calls and been charged over 500 so far and I had asked them to remove me from authorized billing but they did not and kept taking my money.
I feel they broke the unit and they are now not calling me back nor fixing the problem. They order parts and then say I did not need them and take them away but charge me labor for again "fixing" my water heater. Now they are saying it was installed wrong, but they have taken it apart 9 times so I do not belive that at all - it worked find until they touched it.
Just as a side note, they also charged me $115 to get out of a insurance plan from my old address as I did not want to move it over because my unit is only 3 years old. They charged me $115 to get out of this contact which I paid, and then I noticed a couple of months later they were stll charging me approx. $17 per month - they never cancelled it. I asked for a refund and they have not provided that either. I then told then my insurance company was going to get involved as there is flooding on my floor, but again no response.
Just yesterday a peson told me they would call back by 6:30pm - they never did. I called again today Dec 15 and have been on hold for 2 hours....I am truly at my wits end - I have been nothing but professional and patient (beyond belief - I mean 9 service calls, with a four hour window has really cut into my work hours, as well as holding for hours on line). Also who needs so many uselss service calls in times of Covid - very stressful.
Called them Friday afternoon. There was a global outage.. Called them Friday Night and asked them to move my water heater 6 inches, given a case number and someone will call me back in 24 hours and assured that no cost involved to get it moved. Well that didnt happened, Call them saturday night provided case number (doesnt Exist) was given a different case number, again was assured no cost to moved. 24 hours later call them back a third time, after 30 minutes on hold i was """""assurredd" someone was going to come on wednesday and now told me theres a price in moving it.
Wow. I could only imagine if i had an emergency how would of that work.
NEVER EVER going with enercare again. and i would advise people to avoid this company.
DO NOT USE ENERCARE
I moved out of my old house over 6 months ago and I continue to be billed for the hot water heater. I submitted a move request 1 month before the move, and received confirmation that it was processed.
However after moving, I continue to be billed every month for this water heater. I am on the phone with Enercare every month trying to get this resolved. Every time they say I have provided all the necessary information, and they will close my account and credit me on my next bill. However this has yet to happen after 6 months of this.
Terrible customer service. Would not recommend or even think about using them ever again.
Don't like the service.
Their technician installed a new rental hot water tank and made a mistake and caused the water not cold enough.
I called the customer service and they asked me to pay for another technician to come repair their own mistake.
By far the worst consumer experience of my life. I assumed an enercare rental hot water heater through the purchase of our home.
Enercare has been billing and threatening with collections for the previous home owners balance from a time period we did not own the house, many hours in the phone arguing the bill we don't owe.
Avoid this company. the way they treat consumers should not be legal
I notified Enercare that I was moving in April 30 2021 in March 2021. I am still receiving bills for service from them fir a house I haven’t live in for over 5 months. They hang up on me when I call, the last conversation required my solicitor to confirm I indeed did move, details of the new homeowners have been provided by both parties…I just received a new invoice from them for over $800 addresses to me at my old address. Not the first experience with this organization, they did the same when I moved from Oakville to Milton and 2 years later I final resolved this. They threaten me with collections over a bill for a home I do not live at.
This organization is a disgrace. I will keep you posted on my fight with this disgustingly unorganized horrific company. Run everyone…enercare is terrible and cannot get their act together. Perhaps employ people from canards and not some 3rd world country where English is difficult for them.
Good luck to everyone who has given enercare their business. They are a very unreliable organization. My fight is I am afraid far from over…????
Requested a buy out on May 26 and up to Sep 13 they were still charging me for rental.
According to their front line customer service staff, I have to follow up with them for them to get their job completed. UTTERLY RIDICULOUS.
I would never refer them to anyone.
The technician was supposed to fix a leak. Not only that's not fixed, he broke my toilet tank lid. I haven't heard back from anyone for 2 weeks. I kept calling and all they tell me is management team will respond soon. Poor services.
EnerCare totally abuses their powers of having a monopoly! Staff are kids with no training and really no fault of their own.
-Every time I call their computer are always down,
-Ask to speak with a Manager and they are always in meetings
-I ask to have an email set to have record of this conversation since the systems are down,
I was told all the time their company cant send emails because of security reasons
This is what happens when you don't have a free market and competition. Corporate greed 101!
Having problems with no hot water and low water pressure.
Tech arrives on time. No introduction. No questions, dialogue or discussion of issues. Asks to use the bathroom. He uses the bathroom. Asks to see the water heater. I quickly tell him the issues I am having as he's walking. He shows no interest in this and I show him water heater in furnace room. He asks me for a hammer. I give him one. He proceeds to take a few wacks with my hammer to the hot and cold water pipes where they enter the top of the heater. He says that should loosen up something in the pipes to hopefully fix the problem and for me to monitor the situation. If the problem persists to call Enercare service again and they will look further into the problem. He leaves. He has spent no more than 3-4 minutes in the house including using the bathroom. He did not take my hammer. His name was Ashook I think. He mumbled whenever he spoke during the entire 3-4 minutes he spent on this service call.
I am not making this up. I was stunned. My wife just laughed. this is not the 1st time we've had this type of service.
I'm not sure what he would have done if I did not have a hammer.
Couple of months ago I called Aurora Enercare for consultation for new furnace, water tank and water purifier.
They introduced me to a guy so I called him and he came to my house, we discussed about all things, and he promised me to manage all things, then I signed some papers and He did all measurements.
Then a group came and installed the furnace, but Nobody called me about the water tank nor the purifier so I called them and asked about it, they told me, there is no information and contracts for water tank and purifier!
So after a couple of days and lot of calling, We figured out that guy was in charged, just bought a contract for the furnace so I did a new contract for water tank! Then a group came for water tank installation, they brought a water tank to my basement but they told me, the furnace room’s door is not large enough so we can’t do anything and they brought back the water tank and left !!!
I called and texted to the guy was responsible for that but never answered me!!!
Unethical company. Avoid at all costs. Had a service plan with this company for my furnace. Of course, when something stopped working on the furnace, I was told that part wasn't covered. The repair would be ~$1000. The years of payments for the service plan was a worthless investment. The on site tech they said he could replace the part, but he couldn't guarantee it would last 6 months, even though the last part lasted 12 years. It was obvious he didn't want to do the work and pushed/upsold me into a new unit I really didn't need. It was winter and I felt pressured. Terrible service rep. A sales rep came and I said I will want a lease to own furnace as she offered. 6 years later I was still getting monthly invoices. I called and was told it was a rental!!! This is not want I wanted. (My bad. It was cold, I had no working furnace and I realize now that I didn't read the document carefully and did sign a rental agreement.). After 6 years I had paid ~$8000 for a $6000 furnace! Who would sign a rental agreement? They said "but it includes a yearly maintenace visit (AKA they visit for 15 mins to dust off the fan). I called Enercare and explained the situation and asked how much would my buyout be? I have given you ~$8000 for a $6000 furnace. They advised me that the buyout for the 6 year old $6000 furnace would be ... almost $6000! What a scam.There are currently lease to own AC + furnace offers for the same spec furnace online for $72/month. I am giving you more than that for a rental and you drop the buyout price 10% after 6 years of payment? I was furious.
They did drop it down $500 after I complained to the "President's" email address.
Who in their right mind would spend $20,000 over 15 years for a $6000 furnance, Enercare? Who in their right mind would spend the same amount on a new car vs a 6-year old car? People ... stay away! In the end I opted to pay Enercare another $5400 for a 6-year old $6000 furnance just to be free and clear of this pathetic company. I have basically bought this same furnace twice. I will never do business with Enercare again and will be more than happy to share my experience with others needing a furnace.
The absolute WORST customer service you've ever received in your life. I stopped being an Enercare customer over 2 years ago. They sporadically send me random invoices and when I call the number on the invoice they need to transfer me at least twice. Departments do not communicate and they have no supervisors or manages to escalate issues to.
This has to be the worst customer service I have ever encountered. I was happy that my "contract" was over. I bought and installed a unit from Home Depot and no longer have to deal with them :)
This service is absolute garbage. Do NOT use this service. The technician said the fireplace was old but still safe to use however, they did not actually mean that as a week later I received a letter from Enbridge saying they would shut the gas off if it was not replaced. So how can you trust someone who tells you it is safe only to find out that it is not safe and that we either have to pay more money to get it fixed or removed. This is disgusting customer service and to top everything off they have been giving me the run around for days trying just to have someone come in to remove it in the end. Disgusting.
Buyer beware….No aftercare from Enercare
I bought my air conditioner from enercare in 2017. It was never installed properly. Darren farmer signed my sale contract. It clearly says 5 year no lemon 10 year parts. It’s contract number 0-1890637. The air-conditioner leaks water into my furnace and onto my floor every year since I bought it.
Because of the improper installation of the lemon air conditioner darren farmers manager karen gave me a permanent service contract. But the call center said I have to pay for them to come out and service this lemon. They dont honour their contracts.
I’ve been trying to get someone to address this for almost 2 weeks now…..I get people in Columbia who say they will call back….They dont…..Then when I call in again I give them the escalation number 330-837-97 and I get hung up on…….Do not buy their products expecting them to honour service or warranties…….Youll get hung up on by someone in columbia. And when you ask to speak to a manager in canada they say no!!!!!! It’s not the process…..Buyer beware……
I’ve contacted the office of the president yesterday and they don’t even respond to you.
This service is a scam. Called them numerous times to come fix a dishwasher and after over a year it still wasn't fixed. One excuse after another, incompetent repair people.
Hard to cancel also, like a gym membership.
It's a scam in my view.
Received some A rags (Red tags) from Enbridge. Called Enercare to correct deficiencies. Was told should hear back in 24 - 48 hours. No call. Called them back. Again 24 - 48 hours for a response. 3-weels later they finnsly called. What a waste of time trying to use this company for any work.
I had terrible experiences with Enercare. They are the worst in the services. I am writing my post based on the poor experience for Plumbing and Electrical services. Let me go into the details -
1. This is the second time that same electrician visited my house for same issue.
While making the the enercare customer care, I explained the scenario completely and they agreed that whatever is there in the electrical panel is covered under the plan. As confirmed by customer care representative, a note was also put on the file as well for the same.
But electrician's supervisor Mr. Miller (from Logic Mechanical) views were completely different. He kept on arguing saying these breakers are not covered under the plan either I have to pay for it or if he put the breaker from his side, I will not getting any getting any services for rest of the year.
His suggestions and the behavior was totally unexpected.
2. I had an issue with toilet seat installed in my basement which was leaking from the base. This toilet seat was installed 4 months back.
Plumber sent by Enercare did not even touch it and gave me an estimate of $2100 to fix the issue. The estimate was a shock for me.
I think Eneracre is good only for open blockages in the washrooms.
I have been paying $70+ for the lowest level of services. Whenever it comes to the services (except opening the blockages in the washrooms) they are least concerned about customer pains.
I would not recommend Enercare for any of the plans.
Excellent service from Peter and Denis from Enercare in Port Perry yesterday. House was left as found and gentlemen were very respectful of our home. New appliance features were explained to us and men worked straight through the day even in the rain. Rare to see this type of work ethic these days but my hats off to them. Kind and friendly adhering to Covid the whole time. Experience could not have been better.
Thanks again Peter and Denis, all the best!
I choose enercare for a new AC because they offered a free duct cleaning with the installation.
However, once it was installed the agent told me that the offer didn't apply to the AC of my choosing!!!!
Surprise, surprise. I've spoken to numerous people who always pass me of to someone else. Eventually, I was given a manager's name, John Trotter. I've left Trotter 4 different voicemails but still no response. This is faulty advertising!!!
I trusted Enercare to maintain and service my properties and they have done a great job until recently when my hot water tank struck a leak and shut down. It took 3 days for a tech to get to my property and finally was fixed on the fourth day. Four days without hot water for a shower unacceptable! They dropped the ball and didn’t show up on the date I was given, and then blamed me for calling many times. Thankfully Teresa got back to me early Monday morning and the tank was replaced. I’ve put in a request for a supervisor to call me back 3 times but nothing! I will be canceling my subscription to all my properties.
If I could give their service a minus 10 I would. Horrible service. No air conditioning since Sunday. Today is Thursday. Two technicians sent to my home. Was told the issue had been resolved however it has not. Now I need to wait until Friday for another technician. Rather than sending someone right away to resolve the issue that was apparently resolved, you are put back into the queue and have to wait your turn again. We are in the middle of a heat wave with two people in my home suffering from asthma. This have by far been the worse service I have ever received. Did I mention that we also have a protection plan with them. In my experience, DO NOT USE ENERCARE.
Worst customer service of all companies I have dealt with! We have been with this company for over 15 years and every year they just keep getting worse. I have had a broken dishwasher for over a month and enercare has not been able to fix the problem. It took them a week to just send someone to diagnose the problem. He said he will source the part from GE. A month went by, there was no part and no ETA either. After several calls to them they sent an email saying they cannot fix the dishwasher so they will give us some part of the value of the dishwasher back. (This dishwasher is only 5 years old and it cost us over $1000 to purchase it, so not a cheap buy). The worst part is after that email they have not been responding to us at all. I sent them the receipt of the original purchase with a long detailed (and a nice) letter and then a follow up email after 4 days, it’s day 6 since my first email and they don’t even have the courtesy to respond! I am 8 months pregnant right now and have been spending half my day washing dishes! I’m beyond frustrated! Their customer service reps could not care less!! After being with this company for so many years and getting this kind of terrible service, it’s the most frustrating and blood boiling experience I’ve had to face!! Not to mention I have been forced to use disposable plates and cutlery to cut back on the washing and that has led to unnecessary expenses and too much trash! Who is going to compensate me for all this added expense and the back breaking work of washing dishes with an 8 month pregnant belly? The most they did? Said they’ll give me $68 back for one months insurance! After spending over $1000 buying the dishwasher, paying them $68 every month for over $15 years, they give me one months credit and stone cold silence. Way to go enercare !
I did not hire Enercare but have inherited the water heater from the previous owners of my house. When noticing signs of rust from my water heater, I contacted Enercare and was informed that this water heater is 10.5 years old. The rental agreement took place January 26, 2011. I have repeatedly asked for a copy of the contract and was told it would be emailed to me. This is 2 months ago, and still have yet to receive it.
I was told by Enercare to cancel this agreement, I would have to buy out the contact for the same amount as a brand new water heater sold at Home Depot. So not only would I have to buy this 10.5 year old water heater that has no retail value and dispose of it, but I would have to purchase a new one as well. I welcome Enercare to come get their water heater, if it is worth what they claim, they can have it free of charge. Everyone wins.
I would never recommend this company to anyone. Please see reviews from BBB as they are horrible. I am not sure why the Canadian Government can't intervene as this is extorting the consumer.
I was with Enercare for last 6 year until this May 21 I decided to terminate the plan. To my surprise they said I can not cancelled until due date in Dec 21 !!.
I ask how ? They explain every year the contract renew AUTOMATICALY !!
I never received notice not give them writen consent This negative marketing please be carefull.
Beware!! Do not purchase any kind of plan from this company I have been a customer renting a water heater with them and had the furnace protection for like 7 years my furnace recently broke down they were horrible trying to get a quote from them about a furnace and then on top of that I want to end my protection plan on my old furnace and I have to buy the whole thing out like almost $170 just do not go with this company it is such a horrible horrible way to treat an existing customer I will never buy a plan from them again.
This is the worst company ever, they're all thieves they never let you payout for the equipment. Our ac wasn't working tech came and said that this is a gas ac and its out of gas and that we cannot refill the gas anymore. Then he tried selling us another ac smh. Then we moved to Calgary from Ontario they sent us a bill for 50$ and they sent the new owners a bill of 75$. Never again crappy company who just want your hard earned $$$. They're not good at communicating either.
I called the company the whole afternoon, everybody is very delayed, irresponsible, very very slow, it is frustrating. Whenever you ask them some questions, they will say they are going to ask someone else, then it is going to be a long long wait......
I just don't know, how can the company hire those people for!?
Curtis M was on site to increase the temperature of my hot water.
Very courteous and polite and explained the issue.
Showed me where the problem existed in the pipes and gave me proper instructions to call customer service to change the valves.
Excellent and professional service.
Ebercare strong arms rental agreements i cant believe the government has allowed them to hold customers in a so called endless contract making it impossible to return the water heater with out paying a buy out that is the same or more than buying the water heater brand new. Avoid these swine. Im filing with everyone i can my local mp the bbb and consumer protection this is absolutely a blatant abuse im disgusted. Not to mention installed illegally with incorrect wiring etc. Insurance wont cover the house with 11 year old water heater and these corporates wont allow returns on there so called rental water heater that your forced to buy in the end for way more than its worth fraud ild call it shame on this company.
Enercare is the absolute worst at customer service. We rented a water heater from enercare which failed immediately after installation (failed to heat the water).
I had to wait another day for a service tech.
Fast forward 6 years and we had a flood as the tank leaked. I called enercare for service and they sent a technician 2 days later. The tech came and said it’s leaking you have a code 17 it needs to be replaced. 2 more days later and no replacement arrived. Each day I spent hours on the phone and then my husband and I bought our own and had it installed. I spent another 75 minutes on the phone telling enercare to refund me the credit balance on my account and they told me they don’t do refunds. Days later I got an email saying thanks for allowing the new installation - which never happened cause we bought a water heater
Next month I am billed for rental of a hot water heater I do not have
Over one and a half hours on hold and being hung up on by David and called a bitch because I was rightfully demanding I may have managed to get someone to help me
Do not call the # on the bill call Mississauga 995 276 2447
At least by calling Mississauga you get more accountability.
Awful company I know I won’t get my refund but I hope I never have to deal with them again
Customer service is totally frustrating and unprofessional. To make a claim, you can be passed by up to 4 different people with the same accent. They ask you the same question and they communicate you with another and the worst thing does not solve anything and you can lose up to two hours in the process. I invite you to call yourself. It's ridiculous. Denigrating and very unprofessional.
I am the executor of my mother's estate. My mother rented a hot water tank from Enercare. Upon the sale of the home, I notified Enercare by phone. I was directed to an online submission form, which I used the same day and attached the copy of my mother's will to prove my executorship. They are continuing to withdraw the PAP from my mother's account and even managed to bypass the stop payment I had put on. Each time I have called, they have very aggressively tried to pressure me to contact the new owner of the house and have him take over the lease. I will not. 1. They had 27 days to indicate they required action on the part of myself, my realtor and my lawyer and did not. 2. I am not an employee of Enercare and will not provide sales for them. 3. It is extremely inappropriate for me to contact the buyer of my mother's home. This company is not BBB accredited and after reading complaints on that site, similar to mine, I know that I can expect debt collectors calling me for at least year once I prevent them from taking money from the account.
DON'T BUY THIS PROTECTION PLAN - in my opinion it is a scam.
Paid for this for 8 years, was told I would never have to worry about paying for furnace repair ever again while under protection plan - BUT THAT IS NOT TRUE.
They tell you about terms and conditions but do not ever tell you about the exclusions - and most of the parts on the furnace that break down are excluded so
- the game is to have a technician come out and check your furnace, advise that the part that needs to be fixed is not covered and then within 5 minutes of the technician leaving , you get a call from an Enercare sales person to sell you a new furnace !
During the 8 years and called them 2 x - first motor had gummed up and the second was the exclusion.
Cost per call would have been $129.00 / each total $ 258.00
Cost for 8 years was $1,627.20.
SO DEFINITELY NOT WORTH THE MONEY -
If you think you're being protected, you are not.
Save your money and don't buy this plan.
Make sure that you have the contact info of a reputable furnace repair person on hand and call them instead when there is a problem.
Do not ever use these people. Don't ever rent from them. They lie and are they have the worst customer support. Have been talking for 3 times over the course of 3 weeks now for multiple hours just to buyout so I don't have to ever use them again!!!!!
This company is completely terrible, DO NOT get trapped into a lease with them as they will NEVER let you out. They installed a 1 bathroom sufficient water heater in my 3 bathroom home. We are only allowed to use 1 tap at a time or else the water is cold. If we shower, all other taps and showers are cold. They’ve admitted the water heater is undersized but want to charge me double the amount to upgrade my system and will not let me out of my lease. The home is at risk of legionella and they do not care. Do not get stuck with enercare as they do NOT care
Worst company as they don’t provide good service. They lie stating that they will order the material needed to fix my furnace but they didi not. They just play game and they hang the phone. They don’t care that people has to stay in cold temperatures. They just know to take insurance money every month but they don’t provide service when needed. Very frustrating to deal with the customer service and they put me on hold. Very unhappy with the service. Embridge have subcontracted so Embridge also is has to see how customers are unhappy All has to be blamed.
As a general statement, Enercare is one of the worst customer experience you can encounter.
When you subscribe to the protection plan for 24h/7days service, they highlight the fact that is service "same day", that is completely untrue, and then they happen to go to the wrong address whiteout calling you to confirm. There is no track of any service they do to your house. So even if you call them to complain no one was there, it doesn't go far.
I'm motivated to filled out a public complain against this service we are paying as customer, that is far from satisfying's.
3 months ago enercare installed a Weill Maclean boiler, they did low standard workmanship. They used my old 27 year old deteriorated basic plumbing, it leaks 12 inches away from circulating pump, they still have to come and fix be aware when signing the contract, and be on top, make sure, all job is itemized, and with code. All basic installation should have done once with new plumbing, be aware, when signing contract with enercare they cut corners, they hurry, they subcontract their work and fast go to next job, consider hiring small heating companies, they take their time, and do a good job.
We found out that our water heater tank has bulged on one side, it looks like it is about to explode and there is a leak in it as well, so we call Enercare. The person on the phone tells us that this is considered emergency. But instead of sending someone right away to come and change the water heater she sets up an appointment for the next day. When we insist that this is urgent and the risk of water heater exploding is very high, she tells us to call 911 instead. What kind of emergency service is that? (we looked up this issue on line and it looks like the risk of explosion is extremely high when the hot water tank is bulging on one side because it is not releasing pressure)
This company has terrible customer service.
Our old water tank was leaking, we called up Enercare for a replacement on a rental basis. We were told there’s no extra charge since we were old customers. Then in May 2020, we got a surprise charge of $150! for “merchandise“, with no explanation! After a couple of phone calls we were told by a supervisor that it’s their mistake. Then in December, another bill arrived with the same said amount, claiming two other supervisors had a second opinion, we paid the said amount anyway, cause we don’t have the time and the hassle to deal with this company.
Will give company a half star and our advice is : don’t trust what they said on the phone!
Enercare has visited us about 8 times to look at this water heater and finally agreed to replace the tank. These visits were over two months. The last time two times, they promised to show up with the new tank and never showed up. We live in a condo and I had to book the moving room for their service with a cheque deposit. Today is the second time and they were supposed to come before 12 noon and it is 11:57 am, still no show. Never hire this company to do any work.
Met with an Enercare technician in August 2020 for water heat issues and getting a furnace protection plan. The technician was helpful and offered us some great protection plans, including first 6 months free. So we signed up.
Then as it turns out, the protection plan was never added, and Enercare had no record of it. We had no idea as the technician explicitly said that the first 6 months there would have been no charge on the Enbridge bill.
Now I can understand if the protection plan was rejected because the furnace was too old, but they never informed us of this, otherwise we would have attempted to purchase a plan from someone else...
Very bad experience overall. Once the hot water heater contract is completed, never going to work with this company again.
My experience with Enercare was really awful, and too much to provide details here.
I received some requests to take action for helping Enercare improve their service and stop all impropriate business practices. I decide to lead a project to collect facts, complaints to compile a short video from unhappy customers, And compile collective data of how Enercare make their customer unhappy, this will start with a private Facebook group created at a later time.
Please contact me thru Facebook:
Email: [email protected]
We moved to a new Home, new owners were taking over the rental. I notified Enercare 2 weeks before we were out. NOW FIVE months later, and FIVE months of phone calls, yelling and getting angry, and collections. Worst part is I had a credit upon moving. Had to finally call lawyer today. They don't even deserve one star. They are an absolutely useless company.
The never showed up to repair my boiler
Previously they did not allow their contractor to do other repairs that were needed for heat
They sold me the boiler six years ago and I just found out it was an after market model and parts are no longer available
All in all I would give Enercare a 0/10 they sold me a lemon and failed to cover repairs under an on going service contract.
How many stars 0
DO NOT DO BUSINESS WITH ENERCARE! We bought a new home+ inherited a rental water heater contract in July 2020-after we took possession of the house I called the ‘Loyalty’ dept, gave acct #7002132142+asked if they could correct the spelling of our names on the acct+could we have a tech inspect the tank as it was running really hot-like scalding out of the tap-I indicated I just bought the house and wanted it checked out.
The tech was the only good thing about ALL of my interactions with ENERCARE and they are not part of the company!! He told us the water was extremely hot+the electronic gauge was reading incorrectly -it should be at a normal temp. He could order a new one, but then discussed we should probably go up to a 40 gallon tank as we are a fam of 4. We agreed, then I showed him our bill invoice date 08/23/2020-he said that we are being overcharged for the tank we have-Clearly the previous owner had been over-billed $5.00 a month for who knows how long, about 8 years is my guess, but I digress. The new heater was installed. I received a few bills+made payments accordingly+also mailed a pre-auth pymt agreement form on Nov 23.
I had a funny feeling I was paying bills more often than once a month, so I looked more closely+realized that we were BEING CHARGED FOR 2 SEPARATE ACCOUNT NUMBERS!! I called on Dec 5th+explained I think we have been paying for 2 accts, acct# 7002132142 AND ALSO acct# 7002187449, + to cancel one+apply the reimbursement to the other acct +make sure that they KEEP THE ACCT# for which I sent the pre-auth pymt agreement towards,+to CORRECT OUR NAMES as well!! The lady ASSURED ME they would cancel acct# 7002132142 and add my husband's name to the acct# 7002187449 which had actually had my name spelled correctly, but it was only my name.They opened up a case #32075373.
They said to give them 1-2 billing cycles to fix this nightmare.. I was obviously nervous this wouldn't get resolved-so I called on Dec 28th because I wanted to make sure the bill with due date for Dec 29th was going to be processed with the pymt plan on file that I sent in back on Nov 23rd.
I let him know the case number+he said it seemed to him it had not been resolved yet+he would escalate it again. I asked him if I should pay the bill due dated Dec. 29, until the credit from the other acct is applied-HE TOLD ME NOT TO PAY IT until they let me know it's fixed. He also assured me no penalty/late fees either.
THEN Jan 5, 2021 I received a call to say that I was OVERDUE and that I owed them!! Can you believe this?! I asked if she read the notes on the acct BEFORE calling me-as I was told NOT TO PAY THIS on Dec 28th from the guy in billing.. she wanted to put me on hold to ‘figure it out’ (***KEEP IN MIND THAT ALL THESE CALLS WERE A GOOD WASTE OF MY TIME, CLEARLY, AND I WAS AT WORK) +I told her to call me back when she figures it out.
Today, Jan 7, 2021 was the final straw.. I RECEIVED A THREATENING EMAIL FROM COLLECTIONS indicating ACCT #7002187449 HAS A PAST DUE BALANCE OF $65.84 AND THE ACCT IS NOW SEVERELY PAST DUE AND TO PREVENT ACCT CANCELLATION WHICH COULD IMPACT YOUR CREDIT RATING, PLEASE REMIT YOUR PAYMENT OR CONTACT US
I obviously called right away-keep in mind I am at work working-but OBVIOUSLY THIS $65.84 IS EXTREMELY IMPORTANT TO THEM TO WARRANT A THREATENING EMAIL, so I called IMMEDIATELY-I gave case#+told her she needed to read the notes on both of the accts that I have been billed for.. I ALSO ASKED IF ALL OF THE CALLS ARE BEING RECORDED AS I NEED A RECORD OF ALL THE INTERACTIONS I HAVE HAD WITH ENERCARE BECAUSE I WILL BE GOING TO THE BETTER BUSINESS BUREAU ABOUT THIS. It took another 15 mins for her to be able to comprehend the ‘crap’ that this is. I was told NOT TO PAY until this mess was rectified+she tried telling me it seems to have been fixed+I owe $30 some odd dollars.. WHAT?? Obviously there is still some error as the threatening email I received indicates a different $ by double! I was so upset I was shaking.
(Called 12:42 pm and at 3:15 pm I was still trying to solve my problem with this company)
Water Tank Rental
I have sold my house and emailed the above company notifying my moving date. (Which the company automatic system acknowledged receiving it) - Since the above company billed us inappropriately I called them as follow: 1st call - Started at 12:42 pm – took 55 min 32 seconds for the agent customer service attendant to take note of my 4-5 answered questions, since at each question she made, I was placed on hold. At the end of my conversation I was given a number in case of being disconnected, which happened by the end of my conversation with the agent. I called for the second time and was on hold again and when an agent answered and I explained the situation, she started asking all the same question that I had answered at the first call which took 55 min and 32 seconds for the agent to take note and loose it. I didn’t have time to go through another 55 min again and asked to speak with a supervisor. On my 3rd call – which started at 1:38 pm – and last another 15 min and 15 seconds, I was still not giving assurance of my problem being solved.
As per Enercare contract, customers are responsible for the maintenance of their appliance with Enercare. As part of the maintenance listed in the GSW water heater manual and widely known otherwise, is that the anode rod must be inspected regularly and should be changed at most every 5 years, much more often if you have softened water. This is to ensure water safety, prevent corrosion of other internal metal parts amongst other benefits.
I called and made it clear I wanted the Anode rod replaced as my tank was 4 years and 9 months old. I told the call-taker to ensure it is noted for the technician to have the anode rod for my model water heater for the appointment. The call-taker said he did. The technician called me on his way to my place and when asked, he said he did not have the anode rod. I told him there was no reason to attend.
I again reviewed the Enercare contract to terminate the contract by me and it stated I must buyout the water heater using the buyout schedule on their website. The buyout schedule listed for my CV50 water heater between 4 - 5 years old was listed at $969.00.
I called Enercare and the lady advised it would be just under $1200.00 plus HST. I told her their contract and buyout schedule on their website states $969.00. After not agreeing with me I asked to speak to a supervisor. After being on hold, the same lady returned to the call and said she was sorry, made a mistake and I was correct that it was $969 plus tax for a total off $1094.97. She asked if I still wanted to go through with the buyout and I said yes. She said she would get my confirmation number and pout me on hold. After being on hold for a short while, the line went dead.
I called back and now was speaking to another lady. She put me on hold and came back with a buyout of $1188.00 plus tax. I again advised her what the Enercare contract and buyout on their website stated. $969.00. She said NO. I asked to speak to a supervisor. After being on hold for 24 minutes, the same lady came back on the phone, not a supervisor. She said she spoke to a supervisor and said there was nothing they could do about the price, it was $1188.00 plus tax. I said no, they are going against their own contract terms. She said she will have someone call me back in the future. So after being on the phone for a total of 1 hour and 10 minutes, I still could not cancel the contract by buying out my water heater as per the terms of THEIR contract.
It is the worst ever company in the world, they are pure fraud, pure scam, "very bad" is not enough to describe this company.
I did not see stupid management like in this company
they are doing their best to steal people's money by anyway they can do
I wish there is negative stars to rate them with but the I had to choose the minimum
my advice: stay away from this fraud/scam / B.O.S
This was a Carrier ductless installation
The website is the worst I have seen, I can't find any of the information I want, like names of people, the serial number of the HVAC that is installed high up on the wall, so I can’t complete the warranty information with the manufacturer. I have mice in the house since the installation.
I do not get replies to emails., and calling phone numbers I just get the run-a-rounded.
I cannot get answers to any questions.
Wall bricks were cracked during the installation. The Electrical part was not done by a qualifired electrician. Holes that were made on the inside walls were simpley filled with foam.
I cannot find anything positive to say..
Initially, we got a maintenance contract to deal with our A/C which was freezing up. We had to wait 3 weeks before they would actually come out to fix it. They weren't very effective at doing so, and we relied on advice from HVAC people instead.
They weren't great but it was better than nothing, so we kept the maintenance contract. 18 months later, after paying these crooks $20 a month to do nothing, they won't service the furnace, saying it isn't included in the fee.
To add insult to injury, they say that they are now going to charge us to cancel the contract, as we are moving. This is fraudulent.
Do not use this company, they are criminals and I am going to make sure everyone knows it.
I purchased a new home about 3 months ago. At the time of the purchase, I was told the home had a hot water heater and really didn't think much about it. Moved in and didn't notice at first because the kids were on summer break but once we got into our regular schedule we noticed that their was insufficient hot water.
We tried various work arounds (shortening shower times, staggering them a bit etc...). Nothing seemed to work and it was clear this 50 gallon take was insufficient for our family of 6. My old home had a 60 gallon take which seemed to work fine.
So, I called Enercare and told them I would like to replace the tank, either by purchasing new or renting one from them, depending upon the price. They immediately told me that returning was NOT an option under any circumstance. They also told me that a new 60 gallon take would be prohibitively more expensive per month. I asked them if they could rent it at the same price and they said "no, prices are fixed". So, I went back to the "return" option.
After quite a bit of haggling, it turns out you do have the option to "buy back" the existing tank (which is five years old). So, what's the catch?
That cost of the tank is $1,462 including HST. A 5 year old 50 gallon tank, which is more expensive than a brand new 80 gallon tank. I spoke to Customer service rep, Shiraz and Water Tank Manager Mahabub and neither one was willing to do anything to help our situation. They kept repeating... "well, if the tank wasn't working, that's a different story, we'd break the contract"... to which I replied, "yes, but it isn't working for us, because inevitably every morning two members of my household have to take 2 showers". There responses just got progressively worse and more nonsensical.
If you are stuck doing business with these guys, get out when you can. I will NEVER do business with this company. This is organized extortion. How our government can let these guys operate under these terms is mind blowing.
Scam alert!!! Paid every month on time and went for service and they jump through every hoop to say it’s not covered. Total scam, should have known better!!! Just pay a real tradesperson to do the work when you need something done.
We were tenants, the landlord had an Enercare maintenance plan. The heating system never worked properly, the repairs were essentially useless - everything from replacing the motherboard to cleaning failed to solve the issue, finally they blamed the problem on me, the tenant, that one of the cold-air returns was 'blocked by a box'. Of course moving this box did nothing. Anyway, due to the number of calls, the landlord asked we add our phone number to the maintenance plan so that we can phone Enercare directly. When we moved out, we asked to have our number removed. Enercare mysteriously transferred its maintenance plan to our new address and insisted we owned the previous plan and have to pay the last month's charge. We've been fighting them on this since June - it is now the end of October, no resolution in sight. Just "it will take one to two billing cycles to resolve". Try to phone someone who can actually do anything for you - that someone does not exist. Worst, worst, worst customer care I've ever experienced.
BEWARE ENERCARE- THEY LIE & RIP YOU OFF!!! I had duct cleaning & they sent out a subcontractor who left a hole in my duct & dust blew all over my home. I phoned to tell them, they promised they would send an ENERCARE truck & then they sneakily tried to send Ontario Duct Cleaning once again. This happened 3 times, I rebooked, they are now refusing refund of their horrid dust cloud they’ve left all over my home, and they are trying to force me to stick with their crappy subcontractors. The Enercare lady yelled at me & just hung up on me now.
ENERCARE DOESN’t CARE!!!
September 23, 2020.
Each call to Enercare customer service takes over 30 mins by the time they verify your information.
We managed to speak to a manager on the 4th call and who said they will give us a 6 month credit. But you have to pay back the credit if you cancel with them right now. We were fed up.
Trust me, they do not come the same day if you call by 5 pm. It's a lie to get you to sign up.
The technician arrives, and gives every excuse not to fix this old water heater that chooses not to work once a month over the past 6 months. But you also can't guess when it will stop working. Then the technician tells you they need to order parts that will come the next day and magically someone is going to call you to schedule another appointment for them to come replace it.
Each technician gets a window to fix the job and the earlier they are done, i.e. in our instance 10 mins, they get the rest of the time to who knows.
save your money before signing a contract with this company. they are fraud and my sister has been dealing with their sink (just a sink) for almost a month now. giving them runaround the whole time. not worth and there are no benefits signing up with them. FRAUD!!!
Terrible experience with them from beginning to end. The people that you get on the phone are terrible. The technicians that you get at home tell you one thing and the next guy tells you something different. They tell you somebody else is going to call you to tell you when they will come ...and nobody calls you back. Fortunately I was able to end my contract with them in spite that they were offering me 6 months free. I just spent 37 minutes on the phone trying to arrange for them to come and pick up the hot water tank and I was not able to get a definite date and time. I am already with a different company that was night and day compared to them.
There are no words to describe just how bad Enercare is.
On the plumbing side, rather than sending someone who could fix the problem, they send someone who wants to be out before they get there. The first visit is a complete waste of time. The plan includes cleanup which they did not do. Then they sent an outside contractor who quoted a massive job and then was never to be heard from again. I called back again to book another appointment, which took me back to Step 1, which is the waste of time visit as per above. Again the ball was dropped. So eventually I hired a private plumber who took care of the problem at a reasonable cost and noted that Enercare broke the toilet and the toilet flange.
So far all of the calls have gone to Colombia. It is impossible to get email communication with them in order to have it in writing. Eventually I hired my own plumber and am trying to claim the cost that should be covered in my plan. Their go to response is to offer 2 months of free coverage.
There really are no words.
I agree with a previous comment....is there a 0 review, this is better than Enercare deserves!! I'm not going to go into my details of my experience with Enercare but all I can say is they will do absolutely nothing to help you and even if you go to a higher level to try to reach a resolution, you get the same reply....that's our policy blah blah blah. Stay away from this useless company!!
Can we rate them 0? A 0 is better than this company deserves. A - Z the absolute worst. Don’t sign up, and don’t trust a word they say, even if it’s in writing they won’t honor it. Awful organization
Came home to 2 inches of water in my basement today. The water alarm that I pay Enercare monthly for sitting in the water. I check my app, it says my floors are dry. I called Enercare with the expectation that they would be of assistance. They informed me that I must have a faulty product, they will not send an plumber to help, but they will give me two months free. I then tried to cancel all my services, because why would I be paying for a water alarm that doesn’t actually alert you of water?? She wouldn’t let me cancel because I had a year left on my contract, but I could buy it out. If you are considering using Enercare for any of their services, please take my advice. Steer far, far from this company.
I'm a disabled person and needed a new hot water tank. Enercare sent over a sales person and we set up a contract. When Enercare set up my hot water tank and sent me the first bill they uped my payment $50 dollars more than I agreed to. Now I'm paying for a piece of garbage and cant get anyone to help me resolve this problem. They manufactured a contract that now I'm paying for. Bunch of crooks!!
I purchased an income property with 5 rental hot water heaters. Firstly, their buyout price to get out of the contract is insane (about 150% more than just getting a new one) but even trying to buy it out is a challenge. I've been calling for 12 days now, spoke to over 50 people, transferred my call around constantly and then the call would drop, every time. Im trying to give them over 6k for these tanks and they wont even take it. Shows how lucrative the rental business is. Super shotty sales practices and just inept people in general. Stay far far away.
This is terrible company! I wish some one shut down Enercare businesses! They are frauds! They are a system to pick my pocket. We rented a hot water tank from them. We called them to install a mixing valve. They did not do it but came to create problems. They took off my 4" spare vent cap and taped it by aluminum tape and gave me heat room a red ticket. I emailed them to address the issue but they never read their emails and sent it to Enbridge to ask Enbridge to shut off gas. They set up a system to charge $70 every time the show up.
Check the bill people they are frauds! Enbridge gas clear ticket when come but created another issue. Enbridge guys abuse red none sense tickets to force me to buy the new gas furnace, new hot water tank and new AC. I told them to shut off gas and i will convert to use electricity i do not eant to pay their gas bill no more. The guy tored off all his red tickets and left and forgot turn the gas back on and made many problems on the inside machine the day after. Find another company if you need and avoid Enercare, if no you will get many problems and many none sense charges.
Do not waste your money. It is a complete scam. I called for my furnace 3 times last year and they said I needed a new furnace hired someone else and they fixed it for 138 dollars. Also my ac which is 5 years old had a problem with coil (800$ part) and told not covered. Called around found a company who looked up the item number that was registered under warranty and covered he installed it for 500 dollars good as new. Called for plumbing would not cover. Tried to cancel plan and said it was automatically re instated very Feb. 2020 so I couldnt cancel til feb2021. Had this plan for over 10 years did not get any use. Buyer beware
This company is absolutely hopeless. It is very typical and standard from uncompetitive utilities companies for most employees to be completely inept but enecare takes it to a whole new level of stupid.
Example. I was given a $300 bill - fine I don't really care how much it is. The issue I have is with paying for something that was not provided.
The bill is broken down into off-peak (7pm-7am) as well as mid and on peak hours (7am-7pm). 2x 12 hour blocks.
Everything in the house is left on all the time. However on the bill it says that I am using 2x as much off-peak as I am on and mid peak. This does not make sense.
If I am using 700kw on and mid peak (sum total). Why are 1300kw (double the amount) being charged for off-peak. If there are 2x blocks of 12 hours in a day and all the variables in terms of electronics are constant why the difference? It is clearly bullshit.
Called Enercare. Given responses by unhireable inept quasi government employees. They are investigating which clearly means nothing. The person on the phone could not even understand basic arithmetic.
Shame they stopped investigating this company. They should keep it up because it's clearly trying to claw back lost revenue by overcharging during COVID.
I had a very bad experience with Enercare. I will advise people not to go with their Protection plan. I had several bad experiences which are summarized below:
(1) Their paper work is very poor. You will not get any info on what your protection plan covers.
(2) You will find that their staff level competence is very poor. Depending on who you talked to, you will get different answers every time. Sometimes the staff are difficult to understand.
(3) Their departments. Customer Care, Cancellation, billing and dispute resolution are not synchronized. They all give you different information on every call.
(4) Their support departments especially the furnace maintenance and plumbing are not synchronized at all.
(5) Their level of expertise for plumbing and furnace maintenance was very poor.
(6) The plumbing and Furnace maintenance technician do not carry with them some basic tools and no common spare parts.
I had a furnace and maintenance plan for my personal property. During the routine furnace maintenance, I pointed out some spilled water on the floor. The technician concluded that it was a plumbing issue. The plumber was scheduled but he did not have any parts with him. He concluded that it was furnace issue. After talking to the supervisor, he concluded that it looks like a plumbing issue. They sent someone straight from the college and did not have a drill with him or any parts. Besides I had to call the office several times to schedule someone to come in. In the end I decided to cancel the plan and called in a local company to fix the problem. It literally took less that 15 mins for the local company to fix it.
Initially I had two properties enrolled in the protection plan. My principal residence and a rental property. For my principal property, the monthly charge was appeared on my Enbridge bill and everything was fine until I got the issue A above.
For my rental property I had cancelled the plan after one year and gave them the name of the tenant to see if the tenant was interested. This is on their records too. However, as I mentioned above, I never received any paper work from the company. When I cancelled the plan for my principal residence, to my surprise I got a bill for $222.76 and another one for $253.12 (one week apart). I had no idea that I had a protection plan with Enercare for this property. I had never received any correspondence for regular maintenance not was the amount regularly billed to me.
I would advise people to do their research before deciding on signing for protection plans.
The worst thing can happen to you is when you need Enercare service. I have an unresoleved AC problem for last 6 weeks (since the begining of summer 2020) and they collected all information about what is needed to repair it by their own contracter, but their respond to come and finish the job after 6 weeks is not clear and promise after promise to update me in 4 to 8 hours on what is not clear to them. They hung up on me most of the time, until I can hold one of their front line soldier to promise me for 8 hours wait to get latest updates which those calls has never happened. How can I hold them responsible for their incompetent and negligent business?
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.