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Business Profile

Heating and Air Conditioning

Enercare Home & Commercial Services Limited Partnership

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Enercare Home & Commercial Services Limited Partnership's headquarters and its corporate-owned locations. To view all corporate locations, see

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Enercare Home & Commercial Services Limited Partnership has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,124 total complaints in the last 3 years.
    • 666 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/06/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      May 25, 2025: My Enercare rental AC unit was not cooling. I contacted Enercare to have someone come fix it and scheduled an appointment for May 28, 2025 (confirm #**********). No one showed for that appointment and I called Enercare for an explanation. I was not given an explanation but scheduled a second appointment for May 29, 2025 (confirm #**********). the May 29 appointment had two separate technicians show up. I was told that Enercare contracts out AC repairs to ******. The second technician was from ****** and examined my AC unit. He was not familiar with my Enercare rental AC and was not able to diagnose or fix the issue. He told me Enercare would contact me regarding solution. They never contacted me. I contacted Enercare and scheduled a 3rd appointment for June 3 (confirm #**********). No one showed to that appointment. I requested an explanation from Enercare. I was told they escalated the issue. I scheduled an appointment for June 5, 2025 (confirm #**********). No one showed to that appointment. I called Enercare asking for an explanation. I was told the issue had been escalated. I requested to speak to a manager. I was told a manager would call me same day to book another AC repair appointment and make sure an ****** tech would show. No one contacted me. I called back and booked a June 9, 2025 appointment (confirm #**********). No one showed to this appointment. I called Enercare and lodged a formal complaint as I have been receiving horrible customer service and Enercare is not abiding by their/our rental agreement to provide timely and expert repairs. I was told I would receive 80$ compensation and another assurance that someone would come to my upcoming scheduled appointment on June 12 (confirm #**********).

      It has been two weeks with a broken AC unit that I pay Enercare monthly to maintain and repair. They are not fulfilling their contractual responsibilities. I would like Enercare to repair my AC unit and compensate me for wasting my time.

      Business Response

      Date: 13/06/2025

      We apologize for any inconveniences faced.  We can confirm the customer has an appointment scheduled for June 15th with the specialised crew. 

      We can confirm further that the customer has recieved goodwill credits equal to $180.00+HST ($100.00+HST and $80.00+HST)

      Customer Answer

      Date: 16/06/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A supervisor from ****** did come out to my condo shortly after registering my complaint. He was not able to diagnose my AC cooling issue and was going to reach out to Enercare for direction. I’m not sure how long this issue will remain. Further compensation might be required if my air conditioning is not repaired in a timely manner. I am willing to resolve my complaint in good faith.



      Sincerely,



      **** *******
    • Initial Complaint

      Date:10/06/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My father had passed away on January 5 2024. I am th epower of Attorney for the estate. My sistyer and I had sold the house in June 2024 and the closing date was in October 2024. All the utility companies had been notified regarding the sale and things were closed. The only problem I am having is with Enercare. They were notified twice by myself and once by my member of parliament. To this day I am receiving a bill which shows a credit of 53.21. as stated I have sent them information that I am power of attorney and death certificate. Why are they unable to send me a cheque payable to the estate so I do not receive the bills on a regular basis. I don't have the mail anymore being transferred to my place. That stopped on June 6 of this year. I had my fathers mail coming to my place for 18 months. The bill is as follows

      **** ******** (father)
      **** ****** ****** ******** *** *** ***  Acct number of bill **********

      I would appreicate it if the refund (Payable to Estate), could be sent to my address

      ****** ******** **** *********** *** ******** *** ******* 
      It is very discomforting to constantly deal with one item. Both my parents have passed away. This one bill should be cleared immediately

      Thank you in advance

      ****** ******** *****************@*****.com
      *** *** ****

      Business Response

      Date: 10/06/2025

      As requested, we have gone ahead and withdrawn the credit of $53.20 (HST included), and we will issue a cheque to the name and address provided, please note this process takes 6-8 weeks.

      Customer Answer

      Date: 10/06/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** ********
    • Initial Complaint

      Date:10/06/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I switched from enercare to reliance for my water heater rental tank. New tank was installed by reliance and old tank removed on February 23, 2025. I called enercare to pay off remaining balance of contract. I was told by a customer representative that the balance was paid and that my account would now be closed.

      I was then called multiple times stating that I still owed them money, like my account was still open. I called and spoke with Maria from their customer resolution management team on April 08, 2025 - case number 40179311. Credit applied to close account, meaning no more money owing.

      I then received another phone call on June 09, 2025 saying that I still owe them around $32 for April to may bill. In response told customer service agent that I would be reporting them to BBB as I am thinking this might be a **** or ***** attempt to get more money out of me.

      Business Response

      Date: 10/06/2025

      We thank the customer for bringing this to our attention. We have reviewed the account and identified that due to a clerical error, the customer continued to receive monthly charges after the rental water heater contract was cancelled. We sincerely apologise for any inconvenience caused. The error has been corrected and a billing adjustment has been processed on the customer’s account to reverse the extra charges.

      Customer Answer

      Date: 10/06/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      *********** *****
    • Initial Complaint

      Date:09/06/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called them on May 20 (Ref#********) to request buying out my home water heater. The representative, instead of proceeding the buyout, offered me free rental for 5-month, and I can decide whether or not to cancel after that. When I asked her twice whether I won't be paying starting from the bill that's supposed to be paid on June 7, she confirmed that the bill on June 7 would be free, as well as July 7, August 7, September 7 and October 7.

      However, I got charged full rental amount on June 7, so I called Enercare again on June 7 (** **** *** **** *** ********). I was informed by automatic message that wait time would be 5-10min, but waited 30min before I someone picked up the phone. The representative then told me it would need 2 months for the credit to be applied. I told him that's not what I was promised, and he said that's what it is.

      I then requested him to just proceed my buyout, and he put me on hold for minutes, then asked me to get credit card ready. I did, then he put me on hold again and again, taking half an hour, and told me their billing department is not open, and he's facing a system issue, so I cannot do anything until next week and I have to contact billing department myself.

      I feel that they have been constantly lying to me, and delaying my buyout so that they can charge more rental payment, as the buyout amount won't reduce even after I paid more monthly payments.

      Business Response

      Date: 11/06/2025

      We thank the customer for bringing this to our attention. We
      sincerely apologize to the customer for the negative experience and for any
      inconvenience caused. A billing adjustment will be processed as a gesture of goodwill to refund the customer via e-transfer. The customer
      should see the funds in 2-3 weeks.

      Customer Answer

      Date: 12/06/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      *** **
    • Initial Complaint

      Date:09/06/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** ** * **** . They do rental business and they charge an arms and legs when u do not their service even after 20 years . I have paid them in full for cancellation and they disconnected my line now they r sending me a bill again to pay them . Send them the proof of payment and all but they continue send it and now in collection. These guys are **** ** **** and should not be able to run a business

      Business Response

      Date: 11/06/2025

      We thank the customer for bringing this to our
      attention. We have reviewed the customer’s account and confirm that only the rental water heater was bought out in 2023. A buyout for the rental furnace was never processed as the customer accepted a retention credit to remain on the rental program. We confirm that the rental charges are valid.
    • Initial Complaint

      Date:09/06/2025

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today, June 2, 2025. I called customer service of Enercare in order to cancel my Cooling Maintenance plan. The person on the phone told me that I cannot cancel. If I want out, it needs to be 45 days prior to the renewal date. If I pass that deadline, they will renew and charge me for another year.

      I said to the lady, I want out and I don't want to pay anymore. She said the only way was to pay the balance of the "contract". I have never signed a contract but they say you do when you opt in for the maintenance plan. No matter what, I have to pay for the remainder of the year, until March 2026 at 9.99 per month.

      I believe it is against the law to deny cancellation of a maintenance program.
      I just want to cancel this plan and not pay for it anymore.

      Business Response

      Date: 09/06/2025

      We
      thank the customer for bringing this to our attention. We confirm that approximately 60 days prior to the plan
      anniversary date, a renewal letter is sent to customers which includes the
      renewal date, the renewal rate, and options to cancel. We have
      no record of any cancellation request from the customer prior to June 2025. Nevertheless, as a gesture of goodwill the customer’s plan has been cancelled and the
      mandatory bill-out charge has been waived. The customer
      should see the billing updates in 1-2 billing cycles.

      Customer Answer

      Date: 10/06/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ********* ******
    • Initial Complaint

      Date:29/05/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been without hot water in my brand new home for over 20 days, and Enercare has done nothing but delay, deflect, and ignore my urgent need for help. I have called every single day, spending hours on hold, only to be told repeatedly that I need to wait for a field manager to call me for approval. That call has never come.

      A part was supposedly ordered twice for a repair that should never have dragged on this long—and it still hasn't arrived. It's been over two weeks since that promise. In the meantime, Enercare continues to hide behind empty reassurances, vague timelines, and a complete lack of accountability.

      This is the 21st day my family has gone without hot water. We can't bathe properly, we can't wash dishes properly—our daily lives have been thrown into chaos. I’ve reached out to upper management, hoping someone would finally take ownership of this, but they’ve offered no help, no updates, and no sense of urgency.

      Enercare’s customer service is beyond unacceptable. This experience has been stressful, exhausting, and incredibly disruptive to my family. I am appalled by the lack of care or effort to resolve such a basic and essential issue. No family should have to go through this.

      Business Response

      Date: 29/05/2025

      We can confirm that the customer has been in contact with a member of our Executive Escalation Team has been in contact with the customer, and an exchange is booked for tomorrow.

      We can further confirm the customer has received a 5 month rental retention credit and an additional 1 month rental retention credit.

    • Initial Complaint

      Date:29/05/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Enercare is insisting on not closing my account after I have paid and settled in full.
      I used to be their customer back till November 2024. I had their water heater for more than 10 years. I bought it out paid them the buying price. Asked them to close my account but they keep billing me for unknown services that I don't have with them.
      I have escalated to their billing teams and multiple hours long calls with their account closing team but the cycle keeps repeating every month.

      Their call center is somewhere in north America that keeps calling me.

      Please help me get rid of them.

      They have multiple cases on file each month since November 2024.

      Business Response

      Date: 03/06/2025

      We
      thank the customer for bringing this to our attention. We
      confirm that our billing team has corrected the billing error and processed a
      billing adjustment to clear the balance on the customer's account. The
      customer should see the billing updates in 1-2 billing cycles. We also confirm that the customer's account was not sent to a third party collection agency
      therefore, their credit has not been affected. The customer's account is now settled.
    • Initial Complaint

      Date:27/05/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Enercare has been charging us for I believe 7 years (since we moved in) for rental and service. Our water heater had a major leak yesterday and now our hot water is off in the house, with two young children.

      Enercare is telling us that we have been paying for a contract with an electric water heater. We do not have an electric water heater - we have a gas water heater. They have:

      1. Refused to service the water heater
      2. Suggested we “buy out” the water heater to end the contract - the same water heater that they say they have no responsibility for
      3. Refuse to refund us retroactively for payments for service we paid for a water heater that apparently bears no relation to Enercare

      We have been on the phone for 2 hours with Enercare and a variety of representatives. We have been transferred to 5 different people and have had to reexplain to each one. I would expect either: (1) full refund of all payments to Enercare or (2) immediate delivery and installation of the hot water tank we have apparently been paying for for 7 years and apparently is not on site

      In the meantime, my children cannot bathe because the water is too cold. Payment for the time we have spent on resolution and payment for inconvenience as we have no hot water would not be expected.

      Business Response

      Date: 28/05/2025

      We sincerely apologize for the inconveniences you have
      endured. At Enercare, we strive to provide excellent customer service and we
      regret to hear that this matter resulted in a negative experience. We have
      reviewed your concerns and utilized your feedback to identify training and
      growth opportunities with the involved departments. Enercare is actively
      engaged in coaching & retraining the employee to ensure the best possible
      customer service experience. Our customers’ opinions
      and suggestions are crucial in the process of improving our performance for our
      valued customers like you. 

      We can confirm the customer had a rental PV50 on site, however our system was billing the customer a LOWER rental rate from 2018 for an electric tank.  We can confirm we will not process a back-bill- however the customer is not eligible for any refund.  We can further confirm that we are installing a new gas water today (May 28th, 2025)

    • Initial Complaint

      Date:27/05/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Tankless hot water tank stopped working on a friday night. Earliest technician available was Sunday evening. Technician informed me i needed to stay home from work to receive replacement part they didnt have, and that a repair tech would be dispatched same day. Part arrived monday, and early availability for a tech is tuesday, meaning 5 days without hot water, or heat due to home having a heat pump. Level of sevice is abysmal.

      Business Response

      Date: 28/05/2025

      We sincerely apologize for the inconveniences you have
      endured. At Enercare, we strive to provide excellent customer service and we
      regret to hear that this matter resulted in a negative experience. We have
      reviewed your concerns and utilized your feedback to identify training and
      growth opportunities with the involved departments. Enercare is actively
      engaged in coaching & retraining the employee to ensure the best possible
      customer service experience. Our customers’ opinions
      and suggestions are crucial in the process of improving our performance for our
      valued customers like you. 

      We can confirm the customer's repairs have been completed and the hot water service has been restored.

      Customer Answer

      Date: 28/05/2025



      Complaint: ********



      I am rejecting this response because this is a rental unit for which the repair service is noted as insufficient in the response.  A refund for the period should be provided.



      Sincerely,



      **** ******

      Business Response

      Date: 10/06/2025

      We can confirm the customer first reported the issue to Enercare on May 24th and the unit was fixed on May 27th. 

      The customer's current rental rate is $51.73+HST ($51.73/30 days = $1.72) ($1.72 X 3 days = $5.17), we will issue the customer a prorated credit of $15.00+HST, this will be posted within 24-48 business hours.

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