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

• 

  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

• 

  Roy Inch & Sons

  283 Talbot St. St Thomas, ON N5P 1B3

• 

  Roy Inch & Sons

  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:14/07/2025

  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 contacted Enercare on March 31, 2025 to cancel my maintenance account with them. I spoke with ****** who informed me mine is an annual account and that it runs from June to July. He told me to call in June 2025 to cancel it. He gave me a case number to confirm we had this discussion. It was #*********.
  
  I called them on June 3, 2025 to cancel my Enercare account as advised. I spoke to ***** * this time. She informed me she had cancelled my account and that I would receive an email confirming this. She provided me with a reference # at my insistence regarding this call. It was #*******. She said I should recieve the email confirmation approximately during the June 23-28th week. I never received the email regading this. Instead on June 20, 2025 I received another invoice for $22.58 and nothing about the cancellation of my account. The payment was automatically deducted from my bank account on June 30, 2025.
  
  I called them on July 8, 2025 after waiting to see if the email re cancellation would come and it didn't. I spoke with ****** *. I explained the above situation. He took my name, address and phone# (when he took this he added he needed in case I accidentally got cut off during our call. ***** said the same) After 5 minutes ****** came back on the line and asked me for my account #. I questioned why he needed it when he already had contact info. He put me on hold for another 15 minutes. He told me that he closed the account and that I should receive an email confirming this in 1-2 months. I told him this was unacceptable given what had already transpired. He said they were having problems with their "system" and hence the delay. When I queried about the payment they already took he said it would be reversed. He gave me reference #******** to confirm we had this discussion.
  
  I want this account closed and the billing stopped now. I'm owed $22.58 at this point and want this an any subsequent billing they try to charge me with, stopped and reversed.
  
  Thank you
  *****

  Business Response

  Date: 14/07/2025

  We appreciate the customer for bringing this matter to our attention.
  After a thorough review, we can confirm that we do not have any records associated with the confirmation numbers provided. However, we have verified that the charges in question are valid, as our policy does not allow cancellation of a maintenance plan within the same billing term once it has been initiated.
  We can also confirm that both maintenance plans have now been successfully cancelled, and no further charges will be incurred.
  We value our customers and strive to provide clear communication and support

  Customer Answer

  Date: 14/07/2025

  
  
  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:08/07/2025

  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.

  ************ ******** *****. I've been 'renting' (an agreement made between my builder ********* ***** and Enercare that I entered into by purchasing a home from *********) a tankless water heater which was valued around $2000 when it was installed 7 years ago. I've paid 50 per month since December 2019 for a total of roughly $3600. Enercare quotes ridiculous prices to buy out of the arrangement (the one where I had no say in the terms) and is attempting to charge me an additional $2300 to buy out the (now very old) unit. It's simply not what a 7 year old used unit would cost to buy anywhere. **** ***** **** * **** ** **. It's pure exploitation of people who are unknowingly signed up for it. I'd like a sensible and fair price to leave the contract. I will have paid almost $6000 for an $1800 water heater when this is all over.

  Business Response

  Date: 14/07/2025

  We thank the customer for bringing this issue to
  our attention. We confirm that the rental water heater was listed in the
  Agreement of Purchase and Sale when the customer purchased the home from the
  builder. The details of the rental equipment would have been disclosed to the
  customer as part of their purchase of the home. If the customer had any
  concerns about the equipment, we expect that the customer would have raised
  those at the time they purchased the home from the builder. We also confirm that the buyout price is an age-reduced price that
  reflects, among other things, the unpaid cost of the water heater and related
  installation, finance, and servicing costs at the time of the buyout; the price
  reduces every year based on a certain percentage when you’re on the rental
  program. Enercare’s contract, and in particular the buyout provision of the
  contract, was specifically approved by the Competition Bureau in 2010. The monthly rental charges are solely for the
  use and benefit of the water heater and does not contribute towards the buyout
  price of the equipment.
  

  Customer Answer

  Date: 14/07/2025

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

  Enercare maintains that a 7 year old used water heater has retained 80% of its value. This is impossible and is simply a tactic to make it difficult for people to leave a contract that provides very little value.

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

• Initial Complaint

  Date:08/07/2025

  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.

  On April 21, 2025 Enercare **** ********** *** ******* attended our residence as our furnace was not working. We have a service contract with Enercare. The furnace problem was minor and was repaired the same day. However the furnace technician (****) noted two items on our furnace that were not "code" and issued a "red tag" which was copied to ******** Gas. These are a safety concern and we had one month to repair them or potentially face having our gas cut off. Since that time, (over 8 weeks) we have had multiple calls to Enercare. Initially we requested a supervisor inspect the problem, as we have yearly furnace check-ups and this has never before been flagged. Call agents repeatedly took our information and promised call back within 24 or 48 hours, which never happened. Eventually after a month went by with no resolution from management we gave up on a 2nd opinion and started calling instead to book the repair, increasingly worried our gas would be cut off. I estimate there have been 6 calls, all with a different agents all promising a call back to book an appointment, and the call never comes. We are now 2 months out, and not even a confirmed appointment to fix the "problem". Agents are polite and apologetic and all promise call back, which never happens.

  Business Response

  Date: 08/07/2025

  We thank the customer for bringing this
  to our attention. We are currently reviewing the customer's account and will be
  in contact with the customer with a resolution. We appreciate the customer's
  patience and understanding while we work to resolve their concerns.

  Customer Answer

  Date: 10/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although this resolution is not satisfactory to me, (I estimate I have received 12 promises to investigate and call, none of which occurred), today I was telephoned by Enercare offering to book an appointment with a subcontractor. This is after the complaints dept informed me that Enercare does not offer any repair services for boilers that are owned not rented. 

  Enercare's story has changed. I see no point in further communication through this site.  Thank you 

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

• Initial Complaint

  Date:26/06/2025

  Type:Order 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 purchased my home in Oct 2024 from the builder and called Enercare to set up my account for a HWT. My closing was end of Oct, so naturally my bill would start end of Oct. I was told over the phone that my monthly HWT rental amount is $36.00 and some change (before taxes)- now keep in mind, i set up my account over the phone, we are going through the contract over the phone - enercare has a recording of this and does not dispute the amount that i was provided.
  Now i am looking at the bills since Oct 2024 to now and i am being charged $50.00 for the HWT before taxes. I have been calling Enercare since April and have spoken to countless agents and managers and was told that I was correct and that the matter would be escalated. Mid-May comes and i call them again as i haven't heard back - turns out, they do not agree with me even thought they went and heard the recording and agreed that i was provided the wrong amount but are unwiling to do reduce my bill to match was i agreed to.
  they are in breach of their contract and refuse to rectify their error by honoring that on the bill. its june 26 today, the agent advised that the HWT that i have is worth $50.00 and i advised to them that this is irrelevant as when i created my account, this is the HWT that i created my account for and the monthly price that i was initially given should be honored. After 40 minutes, the agent offers a credit of $200.00. After some back and forth, i accepted it, however, i was told that they would not honor their contract of the initial rate provided to me.
  I appreciate the agent offering me the credit, however, that does not change the agreement that was made in Oct 2024 and I am seeking a resolution to this - although, it doesn't seem like enercare will do anything.

  Business Response

  Date: 04/07/2025

  We
  thank the customer for bringing this to our attention. We
  have reviewed the customer’s account and confirm that the customer was provided with a resolution on June 26th, 2025. We consider this matter resolved.

  Customer Answer

  Date: 04/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the resolution offered was not a resolution. The main query has not been answered or resolved. I require a compensation for all months that I have already overpaid for and an adjustment on monthly billing for the term of the agreement, which is for the length of time for as long as the HWT is in my property. 

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

  Business Response

  Date: 15/07/2025

  The rate dispute has been investigated and it was determined that the customer is being charged the correct rate. This has been communicated to the customer several times. The customer is not entitled to any compensation from Enercare.  Despite that position,
  Enercare has made a goodwill, without prejudice offer to settle their complaint. We are unable to provide any further assistance with respect to the customer’s request.

  
  

• Initial Complaint

  Date:26/06/2025

  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 recently upgraded my hvac system. We now realize that the brand new equipment is defective. I also want to note I had a previous complaint regarding overpricing from the new equipment. We have had several issues and when we call in a technician comes only to have the brand ac:/heat pump to breakdown in a few weeks or days. There are 3 incidents I would like to discuss:
  
  1) It turns out the ac was never installed correctly and it resulted in the temperature rising to a dangerous temperature. When we called Enercare the agent told me to call 911. The system had to be shutdown and we were without heating and cooling. Instead of providing ac the system was providing heat!
  
  2) After this incident, I got an error message indicating the thermostat was offline. A technician came to fix this. Hours after he left the problem came back. I told them something is wrong with the setup. Another technician came and checked everything and said everything was ok.
  
  3) After the previous incident, the AC broke down /malfunctioned again on June 22. As I write this, we still do not have AC and the last 2 days we have have been experiencing a heat wave wth temperatures going well above 30 degrees.
  Based on the previous pattern if the system is fixed I expect it to breakdown shortly.
  
  
  So to summarize, we have paying for a defective product which keeps breaking down and once resulted in a dangerously high temperature in my house. For safety reason I would like to go back to the original setup. I have not heard back from Enercare when I sent them an email regarding this.

  Business Response

  Date: 04/07/2025

  We are
  currently reviewing the customer's account with the Field Manager. The customer will be contacted to make the necessary arrangements for a reassessment. 

• Initial Complaint

  Date:26/06/2025

  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.

  Enercare last June 2024 advised us they could not remove Late fathers name form account that a new account must be opened ..
  In the mean time advised us water tank , was way over the allotted age .Ours was 15 yrs they are not be over 10.. Arrangement were made 5 attempts
  Now 1 year later constant 3 times plus weekly calls saying we owe money ..The amount is never the same when they call
  Enercare has created 2 accounts and can not figure out how to correct ..
  ***** ****** old account Enercare billed for 2 water tanks old and the newly installed then tried to add cancellation removal fees sometimes fees being $275 plus ..then transferred fees plus to new account..Now demanding payment for both accounts
  Enercare then sent to ******* ******* collection agency ..I spoke to.. They concurred Enercare was in the wrong .
  I received email from Enercare Billing Resolution May1.2025 saying everything fixed in 2 billing cycles ..I am now still receiving multiply calls saying I still owe
  This 1 year has been extremely stressful on my 94 year old mother whom is the account holder..
  I am at my witts end as how to correct..
  I have spent over 120 hours of my time trying to rectify this ordeal .
  All my email address for Enercare have come back saying Postal disrupption try different email..All my other emails seem to go thru
  Thank you
  ****** ******* The daughter and signing authority on account For ******** ******

  Business Response

  Date: 27/06/2025

  We appreciate the opportunity to respond to the concerns raised and sincerely apologize for any inconvenience the customer may have experienced.
  We can confirm that our Internal Customer Resolution team has proactively reached out to the customer, and the matter has since been addressed and resolved to their satisfaction.
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:26/06/2025

  Type:Customer Service 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 had set up 2 separate account for one address. I had ask them to put it into one account. As I had a credit of 32.76 on one account and the other account Ihave a pass but balance of 23.16. I told them if they couldn't do this I would like the one I owed closed. Instead they closed the one I have a credit on. And told me to deal with it. Got a supervisor told me he had to send everything to the back office to see if they could reinstate the account as it my waterheat.and I need that but they closed it with a credit on it. They' left my furnace plan open which has a over due balance.

  Business Response

  Date: 30/06/2025

  Thank you for reaching out to us regarding this matter.
  We sincerely apologize for any inconvenience or confusion our customer may have experienced. We can confirm that we have waived the balance owing on the account ending in ****. Additionally, the valid charges have been successfully transferred to the account ending in *****
  We appreciate the opportunity to resolve this issue and remain committed to providing a positive experience for all our customers.

• Initial Complaint

  Date:24/06/2025

  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.

  In 05/03/2021, ******** came to our home to install a new Tankless Water Heater; and removed a water heater installed in 1996 by Enercare.
  
  The representative from ******** told us they would drop off the water heater for us and not to worry about it and Enercare would stop charging us. We did exactly that, and submitted the ticket with their email, Enercare never followed up or responded so we never thought anything of it.
  
  I realized Enercare has been charging us every month for over 4 years for a water heater that at the time was 25 years old and breaking down, and long gone from our home. This amount would be totalling over $3,000 at this point.
  
  I was told by multiple Enercare representatives we will be reimbursed yet they refuse to provide our money.
  
  I was told to provide our new water heater’s agreement with that date; a letter from ********, a photo of our new water heater and to close out the water heater account that was still “active.” I did all of the above and still Enercare refuses to reimburse us.
  
  I have since sold the home and moved, and am left still arguing with Enercare.

  Business Response

  Date: 07/07/2025

  Thank you for your continued patience as we’ve thoroughly reviewed the history of your case and the details of previous escalations.
  After a careful and comprehensive assessment, we confirm that our position remains unchanged. As outlined in prior communications, the Enercare rental tank was removed by ********. However, our records do not show that the tank was returned to Enercare.

  We have communicated on multiple occasions that in situations where a third-party company removes a rental tank, a Return Merchandise Order (RMO) is required to reverse any associated charges. This RMO should be issued by the company to which you transferred your services, as they are responsible for returning the rental equipment to Enercare to ensure billing is discontinued.  We can confirm no notice was given to Enercare to confirm that our rental tank was removed.

  Should you be able to obtain and provide the RMO confirming the return of the tank—including the date and location of the return—we would be pleased to review the documentation and proceed with a refund if appropriate. Unfortunately, in the absence of this verification, we are unable to process a refund for the charges in question.

  We remain committed to resolving this matter fairly and appreciate your understanding.

• Initial Complaint

  Date:23/06/2025

  Type:Order 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.

  We received a letter from Enercare advising we had purchased a Cooling Maintenance Plan on May 20 (effective May 30). The plan shows as free for one year then $9.99 per month. A booklet guide accompanied the letter. This was totally unsolicited. We did not sign up for the plan. We do have a rental furnace with Enercare. Surely it is not legal to sign people up for an unsolicited plan and certainly it is unprofessional. We spent 30 minutes on the phone trying to get them to cancel this and succeded only when we asked to speak with a supervisor.

  Business Response

  Date: 24/06/2025

  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 thank you for bringing this issue to our immediate attention.
  

• Initial Complaint

  Date:23/06/2025

  Type:Customer Service 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.

  Each and every time I went to book my maintenance appointments, there was confusion. No one listened or could improve the problems. "Book online" and "Check your Bookings Online!" says the website, but it is not possible to do so. Calling in always brought me to people who were limited in what they could see, and it rarely matched what I see in my account online. The hours I have spent trying to sort out service appointments is atrocious. So with this latest round of confusion (not able to get an A/C maintenance appointment until THIS WEEKEND, when it was due in April) I decided I've had it. Called to cancel my plan. Was transferred 4 times, from billing, to service, then twice with the cancellation people, and 4 times I had to prove who I was, which is an example of the silos- they don't communicate with each other. Again, that happens every time I call. I've paid since April, and wanted to be refunded for what I've paid, but nope. ****** kept saying its company policy. I asked where this policy is written. He could not tell me. Told me to ****** it. He cancelled it as of today, June 18, but there is a bill issued June 10, due June 30. I asked him to at least cancel that amount owing. Nope. So I am STILL supposed to pay for services that I am not getting, even after paying for those same services that I did not get since April? He actually said I am lucky, and that it is a "good gesture" that I am not being billed for the entire year of this plan. The disorganization and miscommunication from all of these departments is unacceptable. If the actual CEOs or higher-ups knew what I went through just to book service and get information, I'm certain they would want to improve, but the people answering the phones have no interest in doing better or fixing the communications problem. Nowhere is there a local number or contact info to file a complaint or give feedback about any of this. Enercare, please care. You have 1103 complaints on here. Do better.

  Business Response

  Date: 23/06/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience experienced and appreciate the opportunity to address your concerns.
  As a gesture of goodwill, we have cancelled the maintenance plans associated with the account. Additionally, a credit of $22.58 (HST included) has been applied to clear the outstanding balance in full.
  We regret to inform you that we are unable to issue any further refunds on the account. We hope this resolution demonstrates our commitment to customer satisfaction and appreciate your understanding.