Enercare Home Services

The installation process was handled professionally, but the billing service was extremely unsatisfactory. During the Enbridge and Enercare account merger, I was assigned two account numbers. Enercare assured me the accounts had been successfully merged, so I set up pre-authorized payments. Payments were processed correctly for several months, but Enercare later began contacting me for an outstanding balance, revealing that they had closed the pre-authorized account instead of merging the two. Customer service was disappointing, as I was frequently put on hold or transferred between departments, with no resolution provided.

Our 6yrs old A/C went down during the heat this summer. Called Enercare for a quote ($6,400.00). Initially was signing up, but cancelled the whole agreement the next day. Found another company with same A/C unit for $3,200.00. Enercare started sending us home care bills for the A/C unit we bought from the other company. Then started sending us overdue bills and multiple phone calls. We have been calling Enercare since July (5 calls) to get this sorted out, case file opened a few months ago, but it seems there are no competent people there to get this sorted out.

We have been without hot water for 2 day. Majid came twice to fix our tankless system, the first visit today the part had not yet arrived. Majid was courteous, professional and the service was excellent. I was asked to check twice to make sure that I had hot water before Enercare serviceman Majid left the premises, this showed care and good workmanship. Thank you Majid my family and I can have a beautiful warm shower tonight. I give Majid 9/10 Stars for his excellent work, I give the Enercare company 2 stars due to my unresolved issues them dating back to December 2023. I hope my trust in this company will improve but for now I seen no reason.

Calvin our technician was curious and VERY KNOWLEDGEABLE. He provided answers to all of our questions as well as educated us regarding our HVAC systems. A truly,dedicated professional . We would ask for Calvin again to service our air conditioning & furnace systems.

Enercare kept remanding on regular basis of the appointment and the on the day of the service the service person arriving on time. Shineford professionally and quickly completed the inspection and service of the AC unit. Initially, the booking of the service call was a breeze - very easily done.

Ive been using Enercare for over 30 years. Im so impressed with these 3 electricians & 1 serviceman that Ive had to do many services in & out of my house. Their knowledge, their professionalism, their explanations & communication, but most of all, their true care that show in my house. They like their jobs, & it shows. Im not an easy going Jewish bubbie. I like n expect good n hot service, n no surprises n balcony. These 3 electricians are, Jake, Lawrence n their manager George. The fabulous technician who services my air conditioner n furnace is Craig. All 4 of these gentleman get a 20 out of 10 for the passed years n especially today n this year. Thank you Jake, Lawrence, George n Craig for excellent work you do. I appreciate it very much. Thank Esther J in Pickering

James came to clean the boiler and noticed problems with it. After discussing options, I decided to get a new boiler, which was installed two days later.

Joe provided great service. Came in time and as promised. Found the problem and fixed it quickly.
Thanks Joe

Dreadful service.

I called on a Friday for service for a broken furnace (no heat at all). I am not a member and don't have a repair plan. When I called on Friday the representative said there would be no charge for the visit or diagnosis, I would only be charged once the repair was completed for parts and labour. I thought this was odd - I was pretty sure this wasn't correct, but I confirmed this with the rep and she said that was right. The appointment was booked for the following day between 9-1.
On Saturday, a technician called me to say he would be there in 5-10 minutes. He never showed up. When I called him back over an hour later he denied ever speaking to me and said he had no record of my appointment. Odd.
I called Enercare on Sat and told them the story and that no one showed up for the appointment. The new rep said that I shouldn't have been offered the free diagnostic - which i had figured - apologized for no one showing up and said someone would call me on Saturday or Sunday to book a new appointment. The rep said I was going to be called likely by a manager so that someone could "make it right" - not something I asked for, but okay.
No one called me back over the weekend.
On Monday I called them again. Speaking to a third rep, apparently the notes from my previous call on Saturday were that I DENIED a new appointment dated after being advised of the diagnostic charge. This is absolutely false - I wasn't even offered a new appointment, I had been someone would call me back on Sat/Sun to "make it right" and they'd book the appointment then. To be clear, I was prepared to pay for the service call / diagnosis and said as much - but given no one showed up on Saturday I did note my disappointment of the service so far.

When I called on Monday the rep repeatedly told me that I would have to pay for the full price of the service call and wouldn't transfer me to a manager so that I could discuss the Saturday no-show, the Sat/Sun no-call and the inaccurate call notes from Saturday until I had agreed to pay the service price and booked a new appointment. My main issues are:
1. The initial no-show on Saturday from a technician who called me but then said he had never called me, and Enercare telling me the following day my appointment was not in their system (then how did a technician get my number and call me on my service date?!?);
2. Enercare's internal notes of my call with a rep on Saturday saying I refused a new service date because I refused to pay the price of the visit. This is a blatant misrepresentation of my call - and in fact the representative told me that he would "try to make it right" which I didn't ask him to do - and someone would call me later Sat or Sun.
3. No one called me back on Sat/Sun - and I am still without heat.
4. The third rep could not have cared less about my previous experiences and refused to transfer me to a manager until I agreed to pay the cost and book a new appointment. Again, the cost wasn't the issue, I wanted some understanding of the service break-downs and the inaccurate notes before I proceeded to book a service appointment.

I told the rep on Monday that I would not be proceeding if I couldn't at least speak to a manager so that I could discuss these issues.

What an absolutely terrible experience. I would highly recommend everyone avoid using this company. I certainly will never be using them again - for anything.

I live in a new build townhome where Enercare is unfortunately the provider/contractor for the water heater & boiler in my unit. I was experiencing leaking from my water heater and I called to request a service appointment. I was given an appointment for the same day, a 6pm to 10pm window. This appointment however, was cancelled without ANY notice to me, I have nothing except a confirmation email but no cancellation email. So I stay up til 10pm waiting for no reason. I call back and an appointment is rescheduled for the next day, a window from 1pm-5pm. I do not work from home, so I have to rearrange my work schedule to be available during this time. And yet again, no one shows up even though I have a confirmation email stating my appointment date and time. I call back and they schedule someone that same day from 5pm-9pm. This time, a technician shows up but notifies me he is an electrician and unfortunately he cannot help and they need to reschedule with a tech specifically for the boiler. I finally had the situation rectified, 4 appointments and a week later, however when asking to speak to a manager or to file a complaint, I was given a case number and told I would receive a call within 24 hours and did not receive any call. I was sent a survey, where I indicated I would like a call back to discuss, and did not receive any call. When I called back 2 weeks later, I was told the case was closed. I would avoid this company at all costs if you can, the technicians are great and my issue was solved however their customer service is abysmal and they do not care to hear feedback from their customers.