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 Find Local Branches.

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  Enercare Home & Commercial Services Limited Partnership

  7400 Birchmount Rd Markham, ON L3R 5V4

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

  
• 

  Roy Inch & Sons

  3500 White Oak Road London, ON N6E 2Z9

  
• 

  EnerCare Home And Commercial Services Limited Partnership

  50 Frank Nighbor Place Kanata, ON K2V 1B9

  
• 

  Roy Inch & Sons

  B1-3500 White Oak Road London, ON N6E 2Z9

  

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.

• Initial Complaint

  Date:20/01/2023

  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 sold my house with closing date November 10. I called Enercare well before the closing date to transfer water heater rental to the new owner. Till today (Jan 20) I’m still being billed for water heater rental. Their customer service agent said they miss the phone number of the new owner and they can’t proceed until they have it which is absurd. They said they tried to contact my lawyer 3 times with no reply which I believe is a lie because I called my lawyer and they answered in 10 seconds and I merged call with the customer service agent. My lawyer doesn’t have the phone number of the buyer so it’s going in circles around how Enercare can get their phone number to stop billing me. Very unprofessional and I really don’t understand how a company at that size operates like amateurs. I engaged my lawyer to step into this.

  Business Response

  Date: 24/01/2023

  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 was not provided. We have now received the necessary information to complete the move request and a billing adjustment has been processed to reverse the recent charges. A credit balance remains on the customer’s account and we have reached out to the customer to discuss their options to receive a refund. We’re waiting to hear back from the customer.

  Customer Answer

  Date: 24/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: 1) when I created the move request I was not asked for the phone number of the new owner 2) Enercare claims they contacted my lawyer 3 times while they didn’t 3) I was given conflicting answers from Enercare, their phone agent says the account is active and their email says it is closed 4) Enercare need to formally confirm account is closed and send me cheque with the money they owe me
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/02/2023

  We confirm that the move request has been completed and the customer’s account is now settled. We further confirm that a refund cheque has been processed and mailed to the customer. 

  Customer Answer

  Date: 02/02/2023

  
  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:20/01/2023

  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.

  19 January 2023. I called Enercare to request an electronic copy of my rental agreement. They tried charging me 50 dollars for my OWN CONTRACT with them. I understand if it was a paper copy with processing and paper and shipping fees. I asked for an e-mail with an e-copy. This has no cost involved. They have the contract and are charging people money for their own electronic copy of rental agreements. Ridiculous

  Business Response

  Date: 26/01/2023

  We thank the customer for bringing this to our attention. We confirm that in August 2022, the customer entered into a contract with Enercare for a rental furnace and rental air conditioner. The customer was provided with the rental amounts and the total installed cost for each HVAC equipment along with the terms of the agreement at the time the contracts were entered into. We confirm that the customer has been provided with a copy of their contract.

• Initial Complaint

  Date:17/01/2023

  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.

  October 2014 purchased ** ****** ** ********* Ont...Removed hot water tank which was owned by previous owner. Put in a tank less hot water unit November 2015 which we purchased. June of 2022 received a statement for 621.59 from Enercare. After several attempts at a resolution with this company I was getting nowhere..one last call in November 2022 I spoke with a supervisor and found out that a contract between them and me does not exist,still getting statements and the amount is up to 936.39. I have also called ******* **** and they said we paid for the new tank..they have been getting calls from others with the same issue as me.

  Business Response

  Date: 24/01/2023

  We thank the customer for bringing this to our attention. We’re currently reviewing the customer’s account with the District Field Manager and will be in contact with the customer with a resolution.

• Initial Complaint

  Date:12/01/2023

  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.

  I have been in contact with Enercare since May 2022. In May, my landlord informed me that we had a tank rental through Enercare which had not been paid since we had moved in (our lease started February). Once I found this out, I sent my landlord all of the money owing, and called Enercare to get the account in my name. I was assured by enercare in May that the account was now switched into my name and I would get the next bill. I never got any bills in my name until now (Jan 2023) for December 2022. All the bills have been addressed to my landlord, until now. I have been etransferring my landlord monthly for the enercare bill. I have called Enerecare many times since talking to them in May, and have asked why this bill was not being transferred into my name. Every time, they said, that it was now fixed, and that the switch would happen the next bill period. Again, this never happened. In July I even got an email from enercare, which contained a bill, and that bill was addressed to my landlord (not me whatsoever)!! They emailed me, yet it was still in my landlord names! I called them after this and they said they didn't know what happened and the next bill would be in my name, which did not happen. I just received my first bill (for Dec 2022) , the account was finally switched. the bill is $264.42. I called them and said that is too much it is supposed to be around $52 a month. The man on the phone told me that my landlord asked them to charge me from July until now, and that my landlord would have to call them. I told him I wanted to dispute this. He told me there was no manager or supervisor at the moment. Then, he said someone will call me in an hour. I called enercare tonight at 4:44, it is now 7:15, and no call back. this bill is due tomorrow. He will not hold the payment until this resolved, I will see interest. I also know my landlord has made payments to enercare since July, he's shown me account summaries, so to say I owe until July is very upsetting.

  Business Response

  Date: 18/01/2023

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and identified that due to a clerical error and incorrect information provided by the landlord, the customer received back billing rental charges for the months that the customer had already reimbursed their landlord. We have processed a billing adjustment to reverse the charges. We have also processed a goodwill credit for the inconvenience. The customer should see the billing updates in 1-2 billing cycles. 

• Initial Complaint

  Date:10/01/2023

  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.

  Hi I trust this email finds you well, We have requested a buyout of an HVAC equipment, The Buyout price came out to be more than the original purchase price, The contract says it can be no more than 90percent, but they are charging me 110 percent of the price, The purchase price per contract 43,531 Buy-out price. $57,943.30 They refuse to provide any explanation on difference in price

  Business Response

  Date: 20/01/2023

  We thank the customer for bringing this to our attention. A member of our Legal team is currently reviewing the customer's account and will be in touch with the customer shortly. 

• Initial Complaint

  Date:10/01/2023

  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.

  Sept 15/22 billing date, 37.81 monthly + 57.98. Hot water rental replacement, double billing. Sept 15/22 received a bill in ***** ****** for $20.17 Sept 15/22 received a bill in ***** ****** for $37.81 nove 7/22 late notice $57.98 going to collection so I paid it Nov 7/22. We have been a customer of Enercare for 15urs our rental hot water heater had to be replaced end of August/22. Enercare has been double billing us since then. I have been phoning them since SAept and getting nowhere. their customer service is Columbia. They have 2 addresses on my bill which are the same except for the postal code. I have been paying 37.81 Monthly for 1 hot water heater. They owe me $57.98 that I paid so that it wouldn't go to collection. Closed account in my name ***** ****** but are double billing my husband ***** each month in his account which the bill has been in his name for 15 yrs. When I phoned them in august to replace the hot water tank I gave them my name in Sept we received 2 bills for the same hot water tank one in my name and one in my husband's. the bill was in his name for past 15yrs. There were 2 different account numbers created. After I spoke with enercare they canceled the one in my name next month they started double billing my husband's account. The address on the bill was the same except for the postal code. On one and lot number on the first one. Every time I call which is monthly when I receive my bill nothing is happening. I'm a senior and retired its stressing me out.

  Business Response

  Date: 18/01/2023

  We thank the customer for bringing this to our attention. We have reviewed the account and identified that a system error occurred when the customer’s account was updated. We have processed a billing adjustment and a goodwill credit on the account for the inconvenience caused. The customer should see the billing updates in 1-2 billing cycles. 

• Initial Complaint

  Date:09/01/2023

  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.

  contacted Enercare Sept 27/22 to advise that we were moving and wanted to end our services as of Oct 14/22. We were assured at that time that everything had been taken care of. Oct 20, 2022 we received the last bill dated Oct 15th. bill was paid in full on Oct 20, 2022 at the **** ** ********. Nov 21/22, received another bill for $50.84, dated after our move out date. Called them on Nov 21/22, provided information again, received a case number of ******** and again assured that the matter was closed. December 15, 2022 we received an email with the following information: Re: Account Number: **********-Past Due Balance: $50.84 Service Address: ** **** ****** ** ********* *** Dear *** *******Our records indicate that you have an outstanding balance of $50.84 on your Enercare Home Services account: **********. To ensure you continue to enjoy your current products and services, we ask for your immediate attention to this matter. To prevent collections activity, please remit your payment in full. I responded to email with all the above information. Dec 27/22 received bill now owing 101.68. Called at 102pm, assured again that it was closed case#3*******. e-mail on Jan 6/22 that account is overdue "Our records indicate that you have an outstanding balance of $101.68 on your Enercare Home Services account:**********. Your account is now past due and the products and/or services you currently enjoy are subject to cancellation. E-mail was responded to again advising them that lawyer and BBB would be contacted. Enercare advised us that they have not been able to get in contact with the new owners which is not our concern. They are threatening to sent to collections Cancellation of your products and/or services will result in the balance of your rental and/or protection plan contract(s) becoming due. Additionally, cancellation of your account will result in a cancellation fee.

  Business Response

  Date: 12/01/2023

  We thank the customer for bringing this to our attention. We have reviewed the account and confirm that we have received the necessary information to complete the move request. A billing adjustment has been processed to reverse the recent charges and the account is now settled. The customer should see the billing updates in 1-2 billing cycles.

  Customer Answer

  Date: 12/01/2023

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

  the email that was received from the company was all lies.   We provided all the necessary information on the initial call in Sept. They have even insulted a well respected lawyer.  Because of having to get a lawyer involved we now have incured cost for that.  once the bill is received and paid by Enercare then I will accept

  
  Sincerely
  
  Laurie Fokkens

  Business Response

  Date: 31/01/2023

  We confirm that the billing adjustment was processed and that the customer’s account is now settled.

  Customer Answer

  Date: 02/02/2023

  
  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:09/01/2023

  Type:Sales and Advertising 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.

  Signed a HWT contract upon purchasing a home. It's a specialty tank for combined hot water for radiant heating and domestic use. The existing tank is serving scalding domestic water (150F+), inconsistent temperature during operation, and insufficient capacity. We've been trying to work with Enercare since early summer to upgrade the tank, but are still without a solution. We've had 6 Enercare reps (3 plumbers, 2 installers, 1 technician) to the house and totally contradictory reporting on what the problem is as well as how to fix it. Thought we finally had a solution this week when an experienced tech recommended splitting the system into two. Totally fine by us, until we heard from the sales rep that we would still have to buyout or rent the existing specialty tank that isn't doing the job. I've never had so much difficulty with a "service" business. I've spent so many hours trying to get this resolved. Every rep that has come to the house has been professional, knowledgeable, and VERY apologetic. What's clear is that Enercare is not interested in servicing customer requirements, but only wants they higher rental revenue from the specialty tank. Rather than providing a system that will work for our household, they'd rather force us to maintain a higher dollar value water tank that doesn't meet requirements, charge us thousands in plumbing costs to seperate the systems, and add a NEW contract for an additional product (tankless) that may or may not solve the problems. Shame on Enercare, you've got talented people trying to do right by customers but corporate policy is making their jobs impossible. We've been trying to work together, taken on the entire burden of communication and follow up, and were fully prepared to re-plumb, add a tankless, and rent a different HWT. Forcing us to keep something that DOESN'T WORK just for the higher premiums is super shady business practice and a truly terrible customer experience.

  Business Response

  Date: 18/01/2023

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that an Enercare rental water heater was installed at this service address in 2021. When the customer purchased the home, Enercare was notified that the customer assumed the rental water heater and Enercare transferred the account accordingly. In an effort to assist the customer with their situation, we have offered a reduced buyout on the rental water heater. We are waiting to hear from the customer on how they wish to proceed.

• Initial Complaint

  Date:05/01/2023

  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.

  Our family has been without hot water for 5.5 days. We have a rental tank with Enercare but they won’t return my calls or give me any information. We have 3 kids in the house including a baby. Sat, Dec 31 * tank goes out. Call to Enercare is made and a tech appointment is scheduled for 7pm-11pm same day * Tech is a no show * call, told that the appointment is Jan 1, 7pm-11pm but that there is availability from 11am-3pm so it was moved Sun, Jan 1 * call, told our appointment is 12pm-4pm and to wait * Tech arrived and replaced 1 part and the tank started but shut off again after a few mins. Tech left to get another part. Said everything was fixed and we should have hot water within 45min * The water got to about room temp then began getting cold again, no pilot light and the tank is off again *call, told they have nobody available and will send a tech back the next day 8am-12pm Mon, Jan 2nd * tech arrived and said another part needs to be replaced that they don’t have and need to order. Was told it would be sent to the house and may arrive later that day * Called evening to ensure the part was ordered, was told the part could take 24hrs to arrive and to wait Tue, Jan 3rd * call after no part has arrived. Told their system is down and cannot look up our file. Took info and told will call back when their system is up and running. No call back * Call afternoon, system fixed. Told they have escalated our file and a supervisor will call me back with 4hrs. No call back * Call evening. Told they promised it will be different this time and guaranteed a call back by 10am to arrange the fix. Promised we will have a working tank by following day. No call back  Wed, Jan 4th * call morning. Was told they will escalate our file and I will get a call back today. No call back * Call afternoon. Told our file will be escalated and I will get a call back within 2hrs. No call back * Messaged On ********. Told our file will be escalated and they will update us. No updates

  Business Response

  Date: 09/01/2023

  We thank the customer for bringing this to our attention. We have reviewed the account and confirm that the repair was completed on January 5th, 2022. We thank the customer for their patience and understanding while we worked to complete the repair. We have applied a customer relations credit on the account for the inconvenience. The customer should see the billing updates in 1-2 billing cycles.

  Customer Answer

  Date: 09/01/2023

  
  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:05/01/2023

  Type:Product 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 owed me that amount * **** *** ** **** *******. I moved out of this unit on 18 March 2022 and they were still taking money from me. They also have not reimburse me the amount they owed me, they have promise me a cheque and e-transfer but still nothing since 10 months ago, if this were the other way around they will send me to Collections and hurt my credit history. I also would love to get 3% interest for 6 months which I believe I am this is a reasonable amount due that I am requesting 6 months out 10 months, so I am considering 4 months of grace.

  Business Response

  Date: 12/01/2023

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and identified that due to a clerical error, the move request was not successfully processed. We have processed a billing adjustment to reverse the extra charges. A credit balance remains on the customer’s account. The customer has opted for a direct deposit payment to receive the remainder of the refund. We are waiting to hear from the customer for required information to process the customer’s request.