ComplaintsforEnercare Home & Commercial Services Limited Partnership

• Initial Complaint

  25/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sir/Madam, I am writing to file a formal complaint against Enercare regarding an ongoing issue with the buyout price of a water heater at my newly purchased property located at [******** *******]. I recently became the owner of this property and found myself bound to a rental agreement that I did not sign or agree to. Upon discussing the discontinuation of the rental agreement with Enercare, I was informed that the only available option would be to buy out the existing water heater for a price of $2,900 plus tax. This price is notably higher than the market rate for a new, similar model, especially considering the water heater in question is already five years old. I believe this practice is unfair and does not comply with reasonable consumer expectations for fair business practices. As I was not party to the original agreement and was not informed of these obligations upon taking ownership, it seems unjust to enforce such terms. I have attempted to resolve this matter directly with Enercare but have not reached a satisfactory resolution. I am therefore seeking assistance from the Better Business Bureau to mediate and help facilitate a more reasonable resolution to this matter. Thanks!

  Business response

  02/05/2024

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that the rental equipment installed by Enercare was assumed by the customer when they took possession of the home. If the customer had any concerns with respect to the rental items in the home, we would expect that the customer and their lawyer addressed those concerns with the seller prior to purchasing the home. We also confirm that based on the information we have on file, the customer is responsible for their contractual obligations, including the buyout provision.  

• Initial Complaint

  22/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, our hot water tank died unexpectedly on a Friday. We had called Enercare and we agreed on a new rental if needed. They told us a tech had to come out and “evaluate the situation”. A tech was dispatched and came into my home and said, “yup, you need a new tank.” And scheduled a replacement for Saturday from 12-4. The tech never showed. We called repeatedly all day and evening looking for the tech and the tank and were told by Enercare “I’m sorry” “we are working on it” “a tech will be calling you shortly with their arrival time” to be finally told at 8pm a tech wasn’t coming. Tech and tank eventually showed up Sunday but the tank was defective and they required to get a new one which would take a couple of days because it was back ordered. Fast forward to yesterday, we noticed our water wasn’t overly hot on Friday evening and Saturday morning we had no hot water. We called Enercare and advised and they told us they would send a tech. The tech came out and said “yup, you need a new tank” and proceeded to book a tech for today (Sunday) from 12-4 with the replacement tank. It’s now 7pm and after multiple calls all day, still nothing from Enercare other than “I’m sorry” and “we are working on it”. This repeated horrible customer service is ********* and I wouldn’t wish it on anyone going further. ** **** * **** ** **** *** haven’t had hot water in what I am sure is going to be 4 days - if not longer. This is completely and ******* unacceptable and we no longer wish to be associated with this company for any services

  Business response

  06/05/2024

  We thank the customer for bringing this to our attention. We confirm that the tank exchange was completed on April 26th, 2024. We sincerely apologize for any inconvenience caused. We have processed a goodwill credit on the customer¿s account for the inconvenience. The customer should see the billing adjustment in 1-2 billing cycles.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 14th, 2024 I completed an online quote request form on Enercare's website. I never received any email confirmation for completeting the form but after several days received dailey calls. intially I could not understand the messages from their call centre and promptly deleted the messages not knowing they were even from Enercare. A few days later I received a clearer message and was able to determine that the calls were coming from Enercare, however, at this point I had already secured my business with ******** after not pursuing a quote with Enercare due to their poor BBB rating. The calls and voicemails have not stopped since. I have called their call centre and after navigating their convoluted touch prompt system I finally spoke with one of their representatives and was told I would no longer receive any calls. They continue. I have emailed Victoria T., Chief Customer Officer but her email addressed bounced. AdditionIy, I have tried several times to use the Enercare website forms to stop the calls but the website appears to be non-functional in many areas. *** ******** ********** ***** **** *** **** **** ** ***** *** * ****** *** **** ********. I am reaching out to the BBB to assist me. I want no further contact by Enercare by phone or email.

  Business response

  09/04/2024

  We thank the customer for bringing this issue to our attention. The customer has been added to Enercare’s internal do not contact list. We sincerely apologize to the customer for any inconvenience caused.  The customer should not receive any further calls.

  Customer response

  09/04/2024

  
  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

  20/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I have been trying, since the 27th of February, to get Energare to issue us a payout statement for a rented air conditioner that shows they will discharge the NOSI from the title. We are selling our home and it was supposed to close last Friday the 15th. We have been given the runaround by this company and are constantly being sent to other departments when we call. Numerous times we've been told that a payout invoice would take 2 months to be received. Our Lawyer assures us that this is completely false and unreasonable as people close their home sales often within a few weeks of selling. This has now held up our house closing and we are at risk of this deal falling apart if we don't receive the documents we need by Friday. My wife has called enercare no less than ten times trying to get the proper documents. Our lawyer, my wife, and I are at our wits end with what to do to get enercare to provide us with the proper documents.

  Business response

  22/03/2024

  We thank the customer for bringing this issue to our attention. We have reviewed the customer’s account and confirm that the customer’s request to buyout the HVAC equipment was received on March 13th, 2024.  We confirm that the buyout was processed as requested and an email containing a payout statement was sent to the customer’s lawyer on March 20th, 2024. Once the payment is received, the buyout will be completed and the NOSI will be released.

• Initial Complaint

  18/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sold this house on 3rd May 2023. I called Enercare immediately to stop billing me. They confirmed about it. But they continued billing and I kept calling every time and they kept assuring me that no billing will be sent but still I see the bill keeps coming. Not sure what should I do. Account # ********** Please see the attached invoice, I receive it today.

  Business response

  20/03/2024

  We thank the customer for bringing this to our attention. We have reviewed the account and confirm that the move request was not successfully completed because all of the required information for the new owner was not provided. Enercare has made several attempts to get the necessary information to complete the move request but has been unsuccessful – to date we have not heard back from the customer’s lawyer. The customer has been informed of the process. Once we received the required information, we will complete the rental transfer and reverse all the extra charges on the customer’s account.

  Customer response

  20/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My lawyer told me that he already provided you the new buyer's name: ****** ***********

  Address: *** ****** ******* ********* *** ***

  My lawyer also provide Buyer's lawyer info. 

  If Buyer is not responding, Enercare can put a lien on the property. 

  Why Enercare ********* seller who paid all dues on time.

  Hope Enercare will close the case now. 

  
  Sincerely,
  
  ****** ******

  Business response

  25/03/2024

  We re-confirm that the required contact information for the new owner has not been provided. We also confirm that the contact information for the buyer’s lawyer has not been provided by the customer's lawyer (***** *** ******). The customer is still responsible to provide this information in order to complete the transfer.

  Customer response

  01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Please see below the Buyer's lawyer information on *** ****** ******* ********
  
  ****** **** *** *** *** ** ****** ******* ******** *** ***  ***** ********

  
  Sincerely,
  
  ****** ******

  Business response

  16/04/2024

  Enercare has made several attempts to contact the buyer’s lawyer, but we have bee unsuccessful. Multiple voicemails have been left asking them to call us back at their earliest convenience however, to date, we have not heard back from their office. The customer continues to be responsible for the rental until the required information is provided to complete the transfer. We would encourage the customer to contact their real estate lawyer and see if they can assist with this requirement. 

  Customer response

  20/04/2024

  
  Complaint: ********
  I am rejecting this response because:
  I have provided buyer's name and his lawyers Name with address and phone number. Should I call police to make him pay the bill? Just simply put a lien on the property  and stop bothering me. I can not help you more than this. 

  I also know you can't do anything to me more than sending me this reminder. I will spam your email if I see it next month.

  I have total 3 properties (***** ****** *** ********) and I wanted rental furnace (1) and two rental water heaters, plus plumbing plan for my rentals last year but I decided to go with Reliance Home comfort because of your this chase.

  Sincerely,
  
  ****** ******

  Business response

  25/04/2024

  The buyer’s lawyer contacted Enercare and provided the new owner’s contact information. Enercare has made several attempts to contact the new owner, but we have bee unsuccessful. Multiple voicemails have been left asking them to call us back at their earliest convenience however, to date, we have not heard back from them. Enercare will continue to attempt to connect with the new owner until this matter is resolved.

• Initial Complaint

  18/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was told i was getting a no charge visit. Then i was charged. They came and switched out a ventor motor. I paid. But noticed furnace still not operating. They didnt check the thermostat. I was going to replace myself but since they were going to come no charge I allowed them to come and they used the thermostat i was going to install myself. Then they mailed me the bill later and have been back and forth with them for weeks now. Their bill reference is **********

  Business response

  20/03/2024

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that the customer was advised prior to the service visits that the Diagnostic would be free and that the repair would be a chargeable job. The two service visits were for two completely separate issues. The first technician replaced a seized Venter motor which would not allow the furnace to start. Three hours later the second technician replaced the thermostat with one that the customer had purchased.Based on the information we have on file; the charges are valid and the customer is responsible for payment of the service charge on their account.

  Customer response

  20/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: there reply claims the charges were 2 separate issues.  But the 1st $800 charge to replace a motor didnt fix it.  The tech should of check the thermostat.  Had he checked the thermostat 1st maybe that could of saved me having to replace the motor.  And had they not told me the 2nd visit was a warrant no charge i would of just replaced the thermostat myself and saved me $174 dollars.  
  
  Sincerely,
  
  **** ********

  Business response

  25/03/2024

  We re-confirm that the two service visits were for two completely separate issues. The first technician replaced a seized Venter motor which would not allow the furnace to start. Three hours later, the second technician replaced the thermostat with one that the customer had purchased. Nevertheless, as a gesture of goodwill, we have applied a discount on the customer’s service charge for the second visit. The customer should see a billing adjustment in 1-2 bill cycles.

  Customer response

  01/04/2024

  
  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

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In March 2023 I called Enercare and had a Heating protection and maintenance plan with Enercare with effective date March 24, 2023 and renewal date March 14, 2024. The email sent by Enercare dated on March 15, 2023 is attached with this complaint as the proof of the plan details. On January 14, 2024, Enercare sent me another email, which is also attached with this complaint. Their email told me that the renewal data of this Heating protection and maintenance plan is on March 13, 2024, and it also says in the email that "If you do not wish to renew, please call us at 1-************ prior to March 13, 2024." Then I called that phone number to stop renewal of my plan for three times in February 2024. The customer support told me the plan renewal date in their system is not March 13, 2024 and cannot allow me to stop renewing this plan on March 14, 2024 without penalty.

  Business response

  05/03/2024

  We thank the customer for bringing this to our attention. We confirm that the plan has been cancelled as per the customer’s request without any penalty.

  Customer response

  05/03/2024

  
  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

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called to cancancel my services in June. They continued to charge me until August in which they said they had not received a move request which was corrected. They did not refund me until I made a complaint with my bank. They now have made a complaint against a debt collector against saying I have a unpaid bill.

  Business response

  06/03/2024

  We thank the customer for bringing this to our attention. We have reviewed the account and confirm that the remaining amount is for rental charges up until the move date of August 1st, 2023 (this is the date that was provided by the Property Manager). Our billing team has confirmed that these charges are valid based on the date that was provided. Nevertheless, as a gesture of goodwill we have processed a billing adjustment on the customer’s account to waive the outstanding amount. The customer should see the billing updates in 1-2 billing cycles. We have also sent a request to our collection team to stop any collection activity on the customer’s account. Moving forward, the customer should not receive any calls from Enercare. The customer’s account is now settled. 

  Customer response

  06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the removal of the charges acceptable. But I would like to note that I moved from the place June 30 and should not have been charged for July and August. I am glad the matter is resolved.
  
  Sincerely,
  **** ******

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Enercare came on Tuesday Feb 6th for a hot water rental installation. After a while the gentleman doing the install said, and I quote " oops, I broke something, I need a part, ill be back in 15 min " He never came back. Multiple calls & emails resulted enercare saying it will now cost 2400 plus labour's to fix what their negligence broke. Everything was working just fine before they showed up. So they came, broke the hwh and furnace, and left a home with no heat or hot water in January!! Where are the ethics? Please call or email to discuss details Respectfully ***** ******

  Business response

  16/02/2024

  We thank the customer for bringing this to our attention. We confirm that our technicians are licensed professionals who, at all times, carry out their duties in accordance with their obligations under the TSSA and in the best interests of customer safety. We sincerely apologize for any inconvenience caused to the customer. We also confirm that the repair was completed on February 13th, 2024. The Field Manager contacted the customer and waived the labour charges. The customer will only be billed for the part that was installed.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought our home 6 years ago. We don't have a rental furnace, we bought our furnace. Enercare sends us bills about once every two years, seemingly out of nowhere. Previously I've called and talked to their customer service and had it resolved, but since it keeps happening, and is likely affecting my credit score, I want them to deal with it properly and REMOVE MY INFORMAITON FROM YOUR DATABASE AS WE HAVE NOTHING TO DO WITH YOUR COMPANY. I have never paid an enercare bill, as I am fully aware I do not owe them money, however somehow they attached themselves to my ******** account, which I had to manually remove, and then have ******** refund the money they gave to Enercare. Check your bills people, this is the slimiest company I've dealt with in a long while, because you don't even see their name on your bill unless you really look into it!!!! Our ******** & "Enercare Account" have now been seperated, but Enercare contunues to be an issue. I dont know what their problem is or why they don't get the point. WE NEVER RENTED ANY OF OUR EQUIPMENT FROM YOU.

  Business response

  16/02/2024

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that the rental equipment installed by Enercare was assumed by the customer when they took possession of the home. If the customer had any concerns with respect to the rental items in the home, we would expect that the customer and their lawyer addressed those concerns with the seller prior to purchasing the home. The customer has been advised that If they wish to cancel the agreement prior to the end of the rental term, they will be required to do so in accordance with their contractual obligations, including the buy-out provision. The customer has also been advised that if they are disputing the assumption of the rental, they need to provide a copy of their Purchase and Sale Agreement. To date, we have not received the required documentation. Based on the information we have on file, the customer continues to be responsible for the rental furnace and rental charges.

  Customer response

  16/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  the rental equipment was returned years ago, when we purchased our heater. It was from a different company though, not from ener quality. I can dig up all the paperwork again but if I have to do all that this is going to court. It's ridiculous.

  
  Sincerely,
  
  ****** *******

  Customer response

  23/02/2024

  I've attached three documents, a photo of the equipment that was in our house when we bought the house, paperwork filled out when it was returned, and an email from Enercare showing the account pause from 2021 when I initially fought this, to just now.

  Additional info:

  model # * *** *** * * ****** 

  serial # **** * ******

  the date on the return intake form is August 25th 2020, and my note says it was returned on the Wednesday of that week. to **** **** ****** ***** (Reliance)

  Reliance proof of return confirmation #******** 

  If you need more info then I need more time. I thought this was dealt with in 2021, and considering I've had no communication from EnerCare since then until now (as proved with the recent email), I would think it's understandable that was my belief. How this is even legal is beyond me, if it is. I also want to see a copy of the contract and what I supposedly signed if this is going any further. Prove to me that I have anything to do with EnerCare. 

  Thanks

  ******

  Business response

  27/02/2024

  ******** *** Enercare are two different entities. The agency appointment document the customer attached is for ********. Enercare’s position remains the same. The customer has been advised what documentation is required to conduct further investigation. To date, we have not received the required information. We are unable to provide any further assistance with respect to the customer’s concern.

  Customer response

  28/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They did not provide a copy of the contract they say I signed, which I requested if this was going to go any further. The only equipment that was in the house when we purchased it was the one photographed, which they agree is not theirs. Prove to me that there is a contract here, because I have no knowledge of a contract with EnerCare!!!! 

  ****** *******

  Business response

  06/03/2024

  The signed HVAC contract was completed by the previous owner and cannot be provided to the customer due to privacy reasons. We re-confirm that rental was assumed by the customer when they took possession of the home. The customer needs to review their Purchase and Sale Agreement. Enercare’s position remains the same. We are unable to provide any further assistance with respect to the customer’s concern.

  Customer response

  11/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  EnerCare has not shown in any way that I am obliged to pay anything. Show me a contract. Show me a takeover. Show me anything. I have no paperwork with EnerCare's name on it. Prove to me I owe you a single penny.

  Sincerely,
  
  ****** *******

  Customer response

  14/03/2024

  I will be in touch with my lawyer about this. I have trouble believeing I am legally required to provide you anything, let alone the purchase of sale agreement on my house. 

  I will need a time extension to co-ordinate with my legal team.

  thank you

  ******

  Customer response

  20/03/2024

  ****** *** *** ************ I just received this in the mail & I believe this means EnerCare agrees I am correct and this is not my bill. 
  
  I do have the Purchase Agreement for our house, but considering this has been voided it seems moot to post now.
  
  Are we able to receive confirmation from Enercare that I will not be harassed further about this?
  
  thank you,
  
  ******

  Business response

  21/03/2024

  Enercare’s position remains the same. Based on the information we have on file; the customer continues to be responsible for the rental furnace and rental charges. The billing adjustment on the invoice the customer provided was processed to reverse the buyout charge the customer received in error. 

  Customer response

  21/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I still don't even have a breakdown of the fees they say I owe. If you're not going to give me a copy of the contract you say is mine then can you not at least give me a copy of an invoice with a breakdown of the fees that you say are mine. The invoice I provided shows I have a $0 balance so what is it that you're saying is the issue.
  
  Sincerely,
  
  ****** *******

  Business response

  27/03/2024

  We re-confirm that the charges are valid, and that the customer is responsible for payment of the rental charges on their account. Nevertheless, as a gesture of goodwill and in order to assist the customer, we have offered a discount on the back-billing charge. Should the customer wish to accept the offer, we look forward to hearing back from them; otherwise, we are unable to provide any further assistance with respect to this concern.

  Customer response

  01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I dont understand why you cant provide either the contract, or an itemized invoice. Why would anybody pay anything under these conditions? It's insane.

  
  Sincerely,
  
  ****** *******

  Business response

  01/04/2024

  Enercare’s position remains the same. We are unable to provide any further assistance with respect to the customer’s concern.

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