Complaints

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:16/05/2025

  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.

  We inherited a hot water tank rental from the previous homeowner when we bought the property in 2016. The liability was transferred to us during the sale. Right after, we asked Enpure about cancellation and were told it would cost over \$1,000, so we had no choice but to keep paying. The charges were hidden in our ******** bill until ******** ended the program around September 2024, pushing the responsibility to Enpure.
  
  In May 2025, I received a bill directly from Enpure, which I paid immediately. When I called for clarity, I was told the tank was installed in 2012 and is under a “lifetime” rental that can't be terminated unless the tank fails or I buy it out. Originally, we were told the tank’s life was 10 years—now it's conveniently changed to 15. I never signed anything with Enpure and asked for the contract; they want \$45 just to provide a copy and won’t share the terms.
  
  The rental fee quietly increased from \$22.99 (via ********) to \$23.79 under Enpure, without notice or explanation. They now demand direct debit as the only payment method—which I refuse to authorize, especially when prices and terms are unstable—and they refuse to issue invoices.
  
  Now, they’re claiming it’s a 15-year contract and want **\$474 + HST** to cancel. This is outrageous for a 12-year-old tank that should already be at the end of its life. The whole situation is ridiculous and completely unfair—we’ve been stuck with a contract we never agreed to, and the company keeps changing the rules.

  Business Response

  Date: 26/05/2025

  Upon
  receipt of this customer's concern, a representative of our Office of the
  President investigated the matter. It was confirmed
  that, in July 2018,  the customer assumed this rental water heater from the seller on closing date, After the closing, the customer also asked one time services in Nov 2018. After closing date, the customer has been making monthly rental payments for his use and benefit of our rental water heater. The customer recently contacted Enpure Home Comfort seeking to terminate the rental contract and was informed that, should he terminate prior to the end of the rental term, he would be required to buy-out the contract in accordance with its terms. A duplicate copy of the contract has been provided to the customer free of charge. We are waiting for the customer own decision. ******** ************* **** ******** ******* ******

  Customer Answer

  Date: 26/05/2025

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

  1, by email the customer service rep says the tank rental is for 15 years, and the email by **** says the rental is lifetime.  The terms and conditions seem to be changing be the direction is the wind in favor of the company. 

   

  2, they have failed to resolve invoicing issue.  I am refusing to provide pre-authorized payment to a untrustworthy company. 

  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 28/05/2025

  Our water
  heater standard rental term is 15 years.  We also did offer the customer different terms for our water heater rental  depend on the
  different period. This customer water heater rental terms is useful lifetime of the water heater, the customer had the copy of contract in his hand. But we still allow the customer return the water heater after 15 years.

  If the customer doesn't like Pre-Authorized payment, that is fine, now our company is available on bank for *** , ****,  ****** ****, Other bank will available soon.
  
  Best
  regards, 

  Customer Answer

  Date: 02/06/2025

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

  We have still not received the contact from the service address, after a week, please send teaching number.

  Can you detail out ALL the steps after 15 years the return procedure so it is documented.

  Finally thank you for providing payment options from the banks, will I be getting an invoice sent to my email?

   

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 05/06/2025

  Since cx didn't receive the copy of the water heater rental agreement from the services address, I have sent customer one more time through email and answer the customer questions.

  Customer Answer

  Date: 05/06/2025

  
  
  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:02/01/2025

  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.

  We were with Enpure for Water Heater for more than 10 years. The contract was meant for 10 years only. We contacted Enpure Home Comfort company to take back their equipment few times in October 2022. We installed a new water hater and requested to take back a couple of times but they did not respond for one month. Then we arranged to drop in their office/******. Then we got a couple of calls from Enpure Home Comfort company to pay bills further even after discontinuation of the use of their equipment. They with drew amount 4 or 5 months again and I stopped the payment. We noticed their withdrawal after 5 months only and there was a delay to watch our Bank Account.. I informed the company that they owe money but not from us. ** *** ******* ******** ** ** ***** *** ** ***** *** *** *** ****** *** *****. I am not asking them to pay me buy I demand them to with draw their notices and threats to recover from me. We do not use their water heater and no reason to pay them.

  Business Response

  Date: 13/01/2025

  Upon receipt of this customer's concern, a representative of our Office of the President investigated the matter and found that Enpure home comfort has provided a return number on Jan 24 2023.But we never receive the customer return our water heater yet. Could the customer provide us the return old water heater receipt ? We issued the the customer receipt after we receive the old water heater. But we noticed the customer returned the old water heater to another company ****** , we are the eNpure.

  We only close the customer account if the customer buyout or return our water heater, that is the reason we sent the customer invoice.

   

  ''"

  Customer Answer

  Date: 13/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we have informed their office to take back the detached water heater but did not pick up the phone. We were waiting for 25 days. Then we arranged to drop in their office. They refused to give the receipt. So we left it there. We have no evidence to show the receipt. When I have installed a new one where can we use use 11 year old water meter. 
  
  
  
  Sincerely,
  
  
  
  ******* ***** ******

  Business Response

  Date: 15/01/2025

  This customer has overdue balance $818.06.

  They returned our water heater to wrong address, so this water heater buyout rate $1047+hst. The customer own us amount total is $2001.17. 

  As a gesture of goodwill, Enpure has agreed to adjust the 50% of the total amount. When we receive this amount $2001.17x50%=$1000.58, we will close the customer account.
  
  

  
  

  Customer Answer

  Date: 16/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I got it dropped in their premises only. We can see the claims with different amounts in their correspondence in different dates. **** ** *** ***** *****. I personally spoke to their agents who informed me that I am due for 2 months then 4 months and now claiming the equipment. **** ** ****** ** ***** **** ***** ***** ******. I honestly reject their claim. ***** ** ** ****** 
  Sincerely,

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

• Initial Complaint

  Date:10/10/2024

  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.

  In Apr 2013, when I bought our home, the previous owners were renting a water heater from a company called Enpure Home Comfort, which during the house purchase came to us as a rented unit.
  
  In Feb 2018, there was a water leak with the installed unit, so we contacted Enpure, and they decided to replace it instead of repairing it.
  
  During replacement they asked me to sign the 10-year lease extension which I denied. I advised them that if they do not want to fix the water heater, they can take their water heater back and I will buy one on my own and get it installed. After our conversation, they had an internal discussion and decided to install a water heater. Since I had refused to sign the agreement extension, they did not ask me to sign the agreement but after completion of installation of the water heater, requested me to sign the completion certificate to indicate they have replaced the water heater and it's working properly.
  
  I had only signed the completion certificate in 2018 but when we enquired about our lease agreement, they advised us that the lease was extended for 15 years in 2018 and will expire on Feb 2033. We requested for a copy of the contract as we have not signed any contract extension and received the ******** **** ** *** contract where they have added the first 2 pages (which was never shared with us or were signed/initialed by us) along with *** **** ** *** *** **** ** the completion certificate.
  
  **** * ***** ** **** ***** **** ** *** ***** * ***** ** *** ******** *** *** ** ****** **** **. They have also extended the lease duration from 10 to 15 years without any intimation to us.
  Since this is the first time we are facing such an issue, we are not sure what we can do. Please help and advise.

  Business Response

  Date: 22/10/2024

  Upon
  receipt of this customer's concern, a representative of our Office of the
  President investigated the matter and contacted the customer. By the customer request, Enpure will adjust the rental terms from 15 years to 10 years terms, after 10 years , the water heater rental will be basis on month to month. The customer agreed with us. 

• Initial Complaint

  Date:19/09/2024

  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.

  Hello there,
  
  I have the rental Hot water tank from Enpure which was already installed in June 2014 as the contract was passed on from earlier property owner prior. I took over the property in Oct 2022 and the same was passed on to me. I contacted Enpure to get the copy of contract as I told them that the amount of $ 35 I am paying per month is too much and I need to end the same. I was told that the water heater was installed on June 7th, 2014. I was given the buyout option amount is $1047+HST, and once completed, the unit will be fully yours with no further rental charges.
  
  They repeatedly kept on saying that this water heater is under a lifetime agreement. As such the agreement only expires when the tank breaks down and it is deemed unrepairable or you can choose to buyout to terminate the agreement early and take ownership of the tank. I questioned them that the 10-year warranty has already passed (June 2014 to June 2024 )then how come they are charging $1047 +HST for the remainder of 2 years worth of life? I have already contacted the manufacturer and was told the warranty has already expired. I have already told Enpure that the contract is already expired as there is no warranty, therefore the contract is void but they are insisting me to make decision on replacement, upgrade, or buyout. Looking for resolution on this.

  Business Response

  Date: 25/09/2024

  Upon
  receipt of this customer's concern, a representative of our Office of the
  President investigated the matter and contacted the customer. It was confirmed
  that the customer assumed the water heater rental contract when they purchased the property, the water heater rent Term is the useful lifetime of the water heater,  should he terminate prior to the end of the rental term, he would be required to buy-out the contract in accordance with its terms.   Notwithstanding the above, and as a gesture of goodwill, Enpure has agreed to adjust the 10% of the price of the buyout.  

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because offering 10% as a gesture is complete ********. **** ** **** **** ********** ** ************ ***** *** *** **** **** ** ** ***** *** *** ******** *** ******* ********* **** **** ***** ***** *** *** ****** ***** ** ***** ** ***** ******* 

  As I conveyed the same, I am ready to return the tank and not interested in buy out option (I am ready for paying 1 year equivalent to rental amount to buy-out $35 X 12 = $420+HST as reasonable amount) ** ** ******* ***** ** ***** **** ******* ** **** *** ****** *** *********** *********. *********** **** ***** **** *** ****** *** ****** **** ** ********* *** ********* *** ***** *** ****** ***** ***** ** ****** ** ** ****** ****** ***** **** ******* ** **** *** ********. 

  Because this tank has passed its manufacturer's advised 10 year warrantee, I therefore reject this offer for 10% off.

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

  Business Response

  Date: 04/10/2024

  We offer the customer 30% off of the buyout rate $1047+hst if the customer wants to buyout, we don't accept the tank return since lifetime of the water heater terms. Either the customer can keep rental . This is the best what we can do.

  Customer Answer

  Date: 08/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting the offer of 30% off the $1047+HST.  ***** ***** ** ****** ***** **** **** *** *** *********** ********* *** ******** ********* **** **** ** *** ***** *** **** * **** ** ******** ** ****** ** **** ** ********** ****** I am OK if there is 50% OFF the $1047 +HST on buyout ** * ** ******** **** ****** ** **** ***** **** **** ** **** ** ** *** *** ** ********* 
  
  

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

  Business Response

  Date: 11/10/2024

  Ok, we accept the customer offer for 50% off of the $1047+hst, the final buyout is $523.5+hst=$591.56, Once we receive the buyout payment, we will stop billing the customer. We will send the invoice to customer email address.

• Initial Complaint

  Date:07/02/2024

  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.

  In mid 2023, I purchased a new property. The HWT contract was passed on to me. I contacted Enpure to request a copy of the contract and was told that I would need to pay an admin fee of $45 and have a form signed by the person who originally entered into the contract. I tried for a number of months to do this, but was unable to determine who entered into the original contact. On contacting Enpure again, they told me that the HWT was installed in September 2012 and the contract term was for 10 years. I informed Enpure that as the contract has expired I want them to remove the tank. However they informed me I would still need to buy out the tank at a cost of $845+HST, this is despite the fact the 10 year term has expired. Enpure informed me that that the tank is bound under the agreement until "the failure of the useful life of the tank". I contacted the tank manufacturer (*** ***** *******), who informed me the tank is no longer under warranty and beyond the useful life of the tank (8-10 years). I addressed this with Enpure and informed them that the manufacturer of the tank has advised that it is outside of it useful life and as such the terms of the contract are void and no buy out fee should be applicable. However, I have heard nothing from Enpure and they have ignored me.

  Business Response

  Date: 08/03/2024

  Upon receipt of this customer's concern, a representative of our Office of the President investigated the matter and send the customer  return procedure through email.  We will stop billing the customer once we receive the returned tank.