ComplaintsforEnercare Home & Commercial Services Limited Partnership

• Initial Complaint

  20/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid off my water rental agreement in full on August 14,2024 ($1819.30). The company tried double billing me on September 20, 2024. I called their customer service on October 2 and they assured me that a billing adjustment would take place. Reference number ******** was given to me. On October 25th I received a letter from their collections Department again asking for the $1819.30. I called them on October 28th and they assured me that they would contact there collections department and sort this mis understanding out. They placed a note against the original reference number that they provided me ********. On November 1 they billed me again, this time adding a late charge to the invoice of $24.15 increasing what they double billed me to $1843.45. I called them again on November 9th very upset and frustrated that they still have not handled this billing error. Their customer service rep. again reassured me I would not receive anymore texts or mail requesting payment recorded under a new reference number of *******. It is now November 19 and I just received another text from them which Im sure will be followed by yet another invoice. This is never going to stop and I am afraid this will affect my credit score. Can you please help me and get them to stop harassing me? It is causing me unnecessary stress.

  Business response

  20/11/2024

  We thank the customer for bringing this to our attention. We confirm that the customer’s rental agreement has been terminated.  We can confirm we have added a credit to remove the additional charges and their current account balance is $0.00.  We can confirm no further charges will be posted to the account.

  Customer response

  20/11/2024

  
  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

  19/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had called Enercare last week November 12 before 5pm, expecting to get same day service call as advertised. I was told instead that the earliest someone would come out would be Friday the 15th. After speaking with a manager they had told me the earliest they could do is Thursday between 1pm and 5pm. On Thursday I had called at 4pm as I still had not heard anything, they told me not to worry, I inquired if they could contact the technician, possibly to confirm that a technician would be coming, and they said no, and not to worry and they someone would be here. At 5pm no one showed up. I called in and was told they would send someone else, and that because I needed an electrician the earliest someone could come now would be Saturday the the 16th. On Saturday the technician shows up, takes a look and says I need an electrician and he is a plumber, and electricians don't work on weekends. I have called in this morning Monday the 18th and am now being told the earliest appointment I can get is Thursday the 21st. I am without hot water, I have an infant at home. All of this is known to them however I still cannot get someone out to fix it in a timely manner. I have sent an email to the company with no response, I have tried reaching out on social media with no response. I can't get any resolution for this unacceptable business practice where I can't get timely service to fix an issue.

  Business response

  20/11/2024

  
  We thank the customer for bringing this to our attention. We confirm that a member of the Executive Escalation Team has already been in contact and resolved the customers concerns.

  Customer response

  20/11/2024

  
  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

  13/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello I removed Enercare's water heater and I have replaced it with my own, The water heater was not installed properly and I have included pictures to show their tech people used cedar shakes (mine) to raise the tank , and put the water relief valve up against the stairs. We had a power surge from the tornado that came in my area and we lost many appliances, when they were brought in they almost hit the water relieve valve, and the contractor putting in the new furnace said that the water heater should be flagged as not installed properly I asked them to please remove the tank from my garage or give me a return number and I will pay a reasonable termination cost., We are on pension and we can not pay the large buy out that their people say we owe $836.00. We have been a customer for many years and I hope their can see it in their heart to help us out *** ****** **********

  Customer response

  25/11/2024

  I have heard from Enercare and have come to a agreement,so please drop the complaint 
  Thanks
  *** ******

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Enercare on August 6 2024 to cancel all my services with the company because I was selling my house. I was told I had to submit a move request online with my information, buyers information and the agreement of sale. I submitted all the necessary paperwork reference # ******** and paid all outstanding bills.  On September 23, I received a bill from ******** (dated Sept 12 account # ) with Enercare charges totalling $44.01. I contacted Enercare and spoke to a manager on Sept 26 2024 at 9:30 am. He stated that the bill was issued in error and created a dispute of the charges (reference # 38801755) and stated the issues should be resolved in 2-3 business days. On Oct 3rd at 4:18pm, I contacted Enercare and spoke to an agent who confirmed that my account balance was zero.  On October 23rd I received another bill from ******** for $44.01 (dated Oct 15 account # ). This time, I contacted ******** to dispute the charges and had a hold put on the account they submitted a dispute to Enercare. On November 7th, I received an email from ******** stating that my dispute has been cancelled. When I called them, they told me that the charges were still on my account.  I called Enercare again, at 4:20 pm, I was told that a new bill has been issued in my name on November 1st for $75.66, my called was transferred 4 times after repeatedly asking to speak to a manager. After being told that my moved request did not mean a cancellation of services, I was left on hold for 2 hours before the call disconnected. I called back and was put on hold again for over 1h until the office closed.  Your assistance in this matter would be appreciated.

  Business response

  08/11/2024

  We thank the customer for bringing this issue to our attention. We have reviewed the customer’s account and confirm that the customer’s move request was processed  We sincerely apologize to the customer for any inconvenience caused, and for the delay in processing the refund. The customer has been given the option to receive the refund via e-transfer or by cheque. We are waiting to hear back from the customer.

  Customer response

  09/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have sent them the following email: 

  Good morning *******, 
  
  Thank you for taking the time to respond to my email. 
  
  I am unsure if I am owed a refund or not. If I am owed that’s great, but my main concern is that this issue is resolved in its entirety. 
  
  The property in question was rented for 5 years, this resulted in me having 2 different ******** accounts in my name for the same property.  
  Account ************ (was for the natural gas and the water heater)
   Account ************ (was for the protection and maintenance plans).
  
  Account ************, is the one that is still showing $44.01 owing. Please confirm that ******** has been notified that this amount was charged in error and the amount due is zero. 
  
  Thank you for your time and diligent attention to this matter. 
  
  Sincerely,
  
  ******* *************

  Business response

  14/11/2024

  We have responded to the customer's email directly confirming how the refund would be issued on the account.

  Customer response

  19/11/2024

  
  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

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had to call enercare over 5 different times to set up a new account for myself once my tenant moved out. Each time I was informed this was completed but my tenant continued to receive collection calls for bills she was no longer responsible for. Each time I called i was constantly transferred between different departments and was told my request was completed. I finally asked to speak to a supervisior and the representative blind transferred me to another department which I had to start the process over again explaining the reasoning for my call and a request to speak to a supervisor. I was told my request was completed over a month ago and provided with another reference number. My previous tenant is still being called about bills she is not responsible for. Enercare is the worst business to deal with, the representatives don't seem to know what they are doing. The constant transfers between departments to set up an account is ridiculous. I speak to 5-6 people each time I call and on the phone over an hour just to have to call back for the same issue.

  Business response

  08/11/2024

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that the move has been processed on the customer’s account for the rental water heater. We also confirm that a billing adjustment has been processed to refund the customer the service charge. The customer should see the billing updates in 1-2 bill cycles, the customer does still have a remaining valid balance owing on the account.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 8 I called Enercare and requested the cancellation of my water heater contract without penalty. As I have paid more than 5000 in the past 10 years for a product that has now 0 value, it is not fair that they are now asking me to pay almost 600 to get out of the contract. I also requested for a copy of the contract I signed. I want to verify that what they are asking is in line with the contract. Initially the said they will send it in 20 calendar days. They later said it is 20 business days. It has been 20 business days and they are unable to send me the contact. I tried to resolve this with them, saying that if they can waive the penalty and if they can offer me a reasonable tankless water heater, I'll get the tankless water heater from them, but they told me that they don't sell tankless water heater outright. After my initial call, I have tried reaching out to their customer problem resolution team but I was just put on hold .

  Business response

  08/11/2024

  If the customer wishes 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. Nevertheless, as a gesture of goodwill and to assist the customer with their situation, we offered a reduced buyout on the rental equipment. Should the customer wish to accept Enercare’s offer, we look forward to hearing back from them; otherwise, we are unable to provide any further assistance with respect to the customer’s concern.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i don't have hot water in my house for about a week now, i have been calling Enercare for about a week to come and fix it, someone came and told me it is fixed, but within 2 days again no hot water, so, i called again, and again someone came and said it is fixed, but within 2 hours again no hot water, so i called again third time, so somone came again yesterday, and told me it is fixed, but again few hours and no hot water, so again i called and someone coming to fix it, every time someone come, try to sell some of their new products, i have only been in this house for less than three years, i bought this house from a builder and this comapany was a builder choice not mine, i prebooked this house, so these unit is breaking down every year since day one, but that is once every year since i moved in, but i am in the end of year three and same thing break down again, so now instead of come and fix it they try to sell me something else and try to charge me more money, because of this harrasment from Enercare, my old mother-in-law is having health issues and even my daughter is getting issues

  Business response

  15/11/2024

  We thank the customer for bringing this to our attention. We have reviewed the customer’s account and confirm that service was completed on November 6th, 2024. We also confirm that the tank is now working according to manufacturers specifications.We sincerely apologize to the customer for any inconvenience caused. We have processed a goodwill credit on the customer’s account for the inconvenience. The customer should see the billing updates in 1-2 billing cycles.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 14, 2024, I worked with an Enercare rep (Jose) to negotiate the buyout of my account # ************. The amount was $434.49; consisting of the scheduled buyout amount of $389 + my final monthly payment owing of approx $46. Jose gave me a termination # ******** and a reference # *********, and that was that (I thought). Then about a month later Enercare emailed me notice that I still owed about $21 on that account, which was said to be closed due to the aforementioned facts … and they’ve been pressing me hard to pay that $21 since in the form of both multiple phone calls received and emails sent requesting / instructing that I make such final payment. I refuse to pay given the details listed herein. Do you have any advisement for me? Thank you for reviewing this message.

  Business response

  14/11/2024

  We thank the customer for bringing this to our attention. We confirm that a credit has been processed to reverse the extra charge on the customer's bill. The customer should see the billing updates in 1-2 bill cycles. We apologize to the customer for any inconvenience caused, and we thank them for their patience and understanding. The customer’s account is now settled.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had to deal with this company for and issue for months now. They owed me money and I continued to get the rub around each time I called. It would seem the information I was providing was being documented and going to be taken care of. Time limes were given and when the time would pass I would contact them to see what was happening and no one knew what i was taking about. No notes were made and I would be transfered to one person aftwr another who would tell me that now tnwy have the information and it would be escalated. Time would pass and over and over again no one knew what I was talking about information documented was different time lines again were provided and nothing . Was escalated to management and still nothing. Somhunh that should have taken maybe a month took 5 months and is still not resolved as the money owed was incorrect they took money ...disaster!!! The customer service and lack of communication is horrible and has caused me tremendous stress.

  Business response

  14/11/2024

  We thank the customer for bringing this to our attention. We have reviewed the account and confirm that the customer has been provided with the correct refund amount. We apologize to the customer for any inconvenience caused and we thank them for their patience while we worked to complete the refund request. The customer currently has an active rental contract for their water heater therefore, the monthly rental charge was automatically deducted from the credit amount the customer had on their account. As a gesture of goodwill, we have processed a goodwill credit on their account equivalent to one month rental. The customer should see the billing updates in 1-2 bill cycles. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  for the last two year I have been requesting a buy out for the furnace I took from Enercare when I realized it was going to cost me more in the long run. I have requested via email and by phone. To date I have not received a response from Enercare regarding the buy out. I didn't worry too much about it as I was still living at the property. I have since purchased and moved out of the house at ** ******** and still have not gotten the buy out details. A year and a half ago, we decided to sell ** ******** drive, Brampton; prior to selling we again requested a buy out the agent told me she would mail it out; as the time drew closer to sell the property, which was in May 2024, we again requested another buy out, again we were told one would be mail. the proper was closed on July 22, 2024 and the new owners have since moved in; We provided our Lawyers information, name and phone number. someone from Enercare call me a week ago to ask if I am going to pay for the water tank and the furnace; this is unheard of. I request buy out for the new furnace and they are asking me to pay for the water tank as well. this tanks has never been changed and have been at ** ******** drive since 2002. Enercare is still today billing me for the Furnace and water tank at ** ******** drive. they sent me a bill for October in the amount of $254.02. They are fully aware I am no longer at ** ******** because they are sending the brampton invoice to my new address. * **** **** ** ** **** ************** *** **** ******** ** ******** ****. I have been getting the run around and all I have reqested and have been requesting is the buy out for the furnace. the new owners are not paying anything because enercare is sending me the bills. I have may emails which I have sent and responded to customer service and the move department and still they are not trying to resolve the issue. I must pay and new new owners must relax

  Business response

  07/11/2024

  We have reached out to the customer to verify their documentation, as our Moves Team has reached out to them multiple times and their lawyer multiple and we have not received any documentation to verify the rental was assumed by the new home owners.

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