Reviews

Review Details

• Review fromShelba O

  Date: 15/08/2025

  1 star
  Company installed High Efficiency Heat Pump and within a month, one of the units quit. Have requested service and after a while a repairman did show up. He removed a part to be replaced and has not returned to replace the part for months. I have tried contacting the company through the employee who started the repair, through their official service phone number, and have still not gotten a response. It has been months without a working unit and I have gotten no where with their customer service. I was given the name and number of a manager and he won't even answer my phone calls.
  I have now owned the unit for not quite 10 months and it has been working for less than one of those.
  I am hoping this review will mean they reach out to actually fix my unit, but please be very cautious of this company!

• Review fromPAMELA T

  Date: 31/07/2025

  1 star
  Do not sign with them. i have been dealing with this company since August 2023 when a sales person mislead me and had my mom to sign a contract so we can get a government incentive. They took advantage of a situation and have been pushing us around since. The sales person of course disappeared once they installed everything. The heat pump they sold is way over priced at 20k, the buyout the sales person promised is apparently "not" agreed upon in any contract form but i have the text message from the sales person AND several emails stating what i would received. I was under contract with enbidge and the installers took my ac unit and told me they will take care of the buy out and return, my unit was never returned to enbridge and my contract wit them still stands. I truly believe they were trying to get me to wait out 2 years so i can't do anything else but i will be reporting this to the police and filing a claim. Even if it was not written in any contract (which of course they don't send out since they are the "facilitators" of the scam), it was still acknowledged by their employees which make it part the contract. how did it take them 2 years to tell me this? this is fraud because had i known this from day 1 i would have canceled the contract which in ontario is legal to do so within 10 days. it took them 5 days to sell and install and 6 months before any response for help. I have all the paper trail and thankfully 18 more days before the 2 year statue of limitation. DO NOT ENTER INTO CONTRACT WITH THIS COMPANY. YOU CAN GET THE GOVEMENT INCENTIVE WITHOUT THEM. THEY WILL NOT END YOUR PREVIOUS SERVICE CONTRACT AND THEY WILL INCREASE THE "LOAN" INTEREST RATE THROUGH THE ROOF.

• Review fromGrant B

  Date: 29/07/2025

  1 star
  I had a very disappointing experience with Ontario Clean Energy. One of the main reasons I agreed to switch was their promise to cover the payout for my existing ******** water heater. Unfortunately, they did not keep their word. Despite repeated follow-ups, I received no resolution and was left to deal with the payout myself. They even let it go to collections.This has not only cost me money but also a lot of time *** ******. I **** ****** *** would not recommend their services based on my experience.
  They will also promise you many add ons but when the contract comes they will rush through and not add anything that was discussed. ** *** *** *** **** Texts with there sales rep and what he has wrote on paper. They honour none of this!
  These texts were from much after I signed my contract as well. This needs to be resolved or I’ll be taking further legal action.

• Review fromColleen W

  Date: 21/07/2025

  1 star
  Terrible service no one gets back to you. Can’t get through on phone number listed. Very negative experience!

  Ontario Smart Energy

  Date: 28/07/2025

  Hello,
  We are sorry to hear about your experience. Our lines are active 24/7 feel free to to also email us at ************@******************.com for any further assistance.
  Regards,
  OSE.

• Review fromJacqueline D

  Date: 15/07/2025

  1 star
  This company sells heating pumps way above market price. The agent visited my home showed me calculations which showed reduced my heating and cooling expenses. The package was supposed to also include maintenance of the equipment. I called to schedule maintenance of my equipment and was told that they only service breakdowns. That’s just a small part of the misconception. I recently got a notification from ***** *** the company that financed the loan for the AC and the heat pump that my monthly payment is increasing by $120.00. This totally wiped out all savings from the installation of the new equipment and increase my total cost. The **** was to offer an introduction interest rate of 2.5% for 12 months and increase it to 11.95% upon renewal of your contract.
  No where in the original contract was this new interest rate mentioned neither did the agent explain this *********.
  ****** **** **** **** ***** * *********

• Review fromRaj V

  Date: 04/06/2025

  1 star
  Extremely Disappointed – **********, Overpriced, and ********* Sales Tactics
  I had a deeply frustrating experience with Ontario Smart Energy (OSE), and I feel obligated to share it ** **** ******.
  1. ********** Loan Information:
  OSE’s sales rep assured me I could apply for the Canada Greener Homes Loan after the HVAC installation was complete. This was false — the program clearly requires pre-approval before any work begins. Despite my concerns, the rep convinced me otherwise and even guided me to submit incorrect information on the loan application, which could have serious consequences.
  2. False Promises About Rebates:
  I was promised a rebate of around $4,600. In reality, I only received $2,100. When I raised this, I was told OSE would cover the difference, but now they’ve gone silent. I have written messages confirming these promises, but OSE conveniently chooses to ignore them.
  3. ********* Financing Practices:
  I was pressured into financing through ******** at what appeared to be a low interest rate (3.99%), without being clearly informed that the rate could later spike to as much as 10%. This *************** tactic is unacceptable *** ***** *********.
  4. Overpriced Equipment:
  The HVAC system and water heater I received were priced far above market rates. Multiple quotes from certified contractors show similar systems and installation should not have cost more than $10,000 — yet I was charged significantly more.
  5. Lack of Accountability:
  Since installation, the sales rep has completely stopped responding to my messages and calls. OSE as a company has refused to take any responsibility, despite clear evidence of what was promised.
  This experience has been ********* and expensive. I strongly advise anyone considering OSE to get second opinions, insist on everything in writing, and be extremely cautious with any financial agreements they present. I am currently exploring legal options due to the extent of the misrepresentation.

  Ontario Smart Energy

  Date: 09/06/2025

  We are disappointed by the misleading and inaccurate statements in your review, and we must respond to set the record straight.
  1. Canada Greener Homes Loan
  At no point did our team mislead you regarding the requirements of the Greener Homes Loan. In fact, we explicitly state — in our documentation, and during a recorded pre-installation call — that pre-approval is mandatory before any installation begins. This is consistent with the official government guidelines. If you chose to proceed without securing that pre-approval, despite being informed otherwise, we cannot be held responsible for that decision.
  2. Rebates
  We do not promise fixed rebate amounts. Like many companies, we may provide an estimated maximum a homeowner may qualify for — but the final decision is entirely up to the government or third-party organizations, which we have no control or affiliation with. We have never guaranteed any customer a $4,600 rebate. If someone suggested we would cover a difference — and you claim to have written proof — we ask that you forward it to our service team so we can verify its authenticity.
  3. Financing Terms
  The 3.99% interest rate, and the conditions under which that rate may change, are clearly outlined in your loan agreement, as well as during the recorded call which you consented to before proceeding. There is no “bait-and-switch” — the financing terms were disclosed transparently, and you agreed to them in writing.
  4. Pricing and Value
  We do not force anyone to move forward with our services. You had the option to compare prices before signing, and you chose to proceed. Our pricing reflects not only equipment, but also warranty protection, electrical and plumbing support, manufacturer liaison, and ongoing customer service. Comparing our full-service offering to bare equipment-only quotes is simply not an apples-to-apples comparison.
  5. Customer Support & Accountability
  If a sales representative is no longer with the company or has been reassigned, that does not mean your concerns are being ignored. Our dedicated service and customer care teams are available to support you. To claim we’ve “gone silent” is not only untrue — it’s unfair. We respond to all legitimate inquiries when they’re directed to the proper channels.
  We are not a company that engages in unethical practices — in fact, we take pride in following Consumer Protection Act guidelines to the letter. Your repeated public attempts to damage our reputation by twisting the facts are noted.
  If you have genuine concerns, we invite you to speak with us directly through the proper service channels. Otherwise, we consider this matter addressed.
  — Ontario Smart Energy
  Customer Relations Team

• Review fromV. V.

  Date: 23/05/2025

  1 star
  Issues:
  • Incorrect Product: We were promised a ***** heat pump, but instead, a ******** unit was installed.
  • Misleading Pricing: We were told the camera and door lock were complimentary. Later, we found they were included in the cost, and the final bill totaled $35,000, far more than expected.
  • Unhelpful and **** Customer Service: When we asked for an itemized receipt, we were met with resistance and ********. Only after pushing did we finally receive it — and that’s when we saw we had been charged for every “complimentary” item.
  • Gas Bill Did Not Decrease: One of the main selling points was that our gas usage — and bill — would decrease significantly. That did not happen.
  • Old Furnace Not Replaced: The old furnace was kept as a backup, and when it malfunctioned recently, we were told it’s too old to repair. We now face additional unexpected costs.

  Ontario Smart Energy

  Date: 05/06/2025

  Thank you for your review. We have thoroughly reviewed your file, and we would like to clarify the following:
  Heat Pump Model: Our records do not indicate any request or guarantee for a specific make or model such as *****. The ******** unit installed meets the specifications and performance standards applicable to the installation and was provided in accordance with the agreement.
  Smart Devices (Camera & Door Lock): The smart home devices provided were part of the overall package you agreed to. At no point was it stated in writing that these items were free or outside of the total cost. All pricing was clearly outlined in the documentation you signed.
  Itemized Receipt: An itemized breakdown was provided upon request. While you may not have received it immediately, it was delivered without any refusal or denial of your right to that information.
  Utility Bills: We do not make guaranteed claims about gas bill reductions, as usage, insulation, climate, and home efficiency all impact results. The system is designed to reduce reliance on gas, but performance depends on various external factors.
  Furnace Backup: Retaining the existing furnace was part of the agreed-upon installation plan. It was fully operational at the time. If it is now malfunctioning, it is due to its age and not related to any part of our scope or responsibility.
  All work was completed in accordance with your signed agreement and within the scope of what was offered. If you have further questions, our customer support team is available to assist.

  V. V.

  Date: 06/06/2025

  Thank you for forwarding Ontario Smart Energy’s response regarding my complaint. While I appreciate their attempt to clarify, I would like to offer a full account of my experience, as several key points remain unresolved and concerning.
  From the very first meeting with their sales representative, there were a number of red flags that, in hindsight, should have been warning signs. Our initial contact was made solely to inquire about the rebate program and explore switching to a heat pump system. However, the representative quickly began introducing and strongly encouraging additional products we had not requested, such as a smart door lock, security cameras, and attic insulation.
  We were never informed that these items would be added to the total cost of the package. The way they were presented implied they were complimentary or incentives for signing up — especially considering the affordability of similar products in retail stores. Even today, I don’t fully understand what attic insulation was performed or the purpose and scope of the tankless water heater included. These were not part of our original inquiry.
  Additionally, during the visit, the sales rep seemed visibly irritated when we mentioned we had recently installed a water softener — which puzzled us, as it was unrelated to the services we were requesting. When I mentioned I planned to discuss the rebate program and this company with friends, I was told to “wait until you get your rebate,” which felt like an attempt to keep us from seeking outside advice or comparisons.
  Looking back, it feels like we were targeted based on a perceived lack of technical knowledge, and the experience has left us feeling misled and taken advantage of. This is particularly concerning, ** ****** * ********** ********* ** ********** ********** * *** **** ********** ** ******* **********.
  Regarding the heat pump, we were specifically told that we would receive a ***** unit, but this is not what was installed. There was no clear explanation or approval from us regarding the switch, and the replacement unit does not match what was promised.
  Their response also mentions that an itemized receipt was provided. However, this only happened after repeated requests and escalating frustration on our part. The delay and lack of transparency contributed significantly to our distrust in the process.
  Furthermore, when I contacted them recently about the contract, I was told someone would follow up. No one has contacted me yet. On every occasion that I have called their office, I’ve encountered **** and dismissive behavior, which has only added to the stress of this experience.
  Lastly, while they claim they never guaranteed gas bill reductions, the way the system was pitched led us to expect noticeable savings. So far, we have not seen any meaningful difference. We understand that various factors affect utility bills, but the expectations set during the sales process were clearly not realistic or transparent.
  I’m raising these concerns not just for myself, but to help prevent others from having the same experience. I strongly believe that Ontario Smart Energy’s sales practices need to be reviewed to ensure fairness, honesty, and transparency for all customers.
  Thank you for your support and attention to this matter. I look forward to your assistance in helping reach a fair resolution.

• Review fromTawnya G

  Date: 23/05/2025

  1 star
  Terrible Experience – ********* and Unresponsive
  I returned my AC unit to Ontario Smart Energy back in February and was told I’d receive a full refund in 2–4 weeks. It’s now been over 11 weeks, and only after I followed up did they admit there was an accounting error. Instead of taking accountability, they informed me—without warning—that due to a "policy change," I would now receive my refund in monthly installments over 7 months. Absolutely unacceptable.
  I’ve had to constantly chase them for every rebate, including the OSE bill credit and equipment return rebate. They refuse to speak on the phone, ignore emails where I express frustration, and show zero concern for their own mistake. Now I have to wait another 2–4 weeks (again) just to see if the first payment even goes through, and hope the rest will follow.
  This company is disorganized, evasive, and treats customers with disregard. ***** **** ** *** ******

• Review fromTaslim C

  Date: 23/05/2025

  3 stars
  I had my furnace installed in November of 2024. They told me they were going to install a water softner (which was one of the reasons I signed up), but when they came to install it they said they couldn't because the plubming wasn't there in the basement. The sales person had seen the plubming in the basement and confirmed it was okay. They came in 3 times to complete the installation because they didn't have the right parts.
  Before the installation I was stold I was going to recieve a reabate from the goverment but I wasn't given a timeline on when I would receive it. Now its May of 2025 and I still haven't recieved my rebate. Every time I call they keep saying its giong to be processed next month. I have also asked for a call from the manager and they keep saying they are going to call me next business day.
  * ** ****** * ***** ******* I think some of technicians are acutally good. I had called for servicing a 2 times and it was done in a timely manner. Even then I am still waiting for my rebate and reimbusment for a plumbing call.

• Review fromDanielle S

  Date: 21/04/2025

  1 star
  Before installation - were told we would receive our deposit of $1,099.99 within 3 to 10 days after installation. It is now April and my credit card company never received anything back.- no proof provided they ever returned money to creid card company- OSE told me to tell them to dispute transaction- still no return- months after. also was told we would get a rebate of $12,600.00 - OSE would do all paperwork.Was provided with paperwork with an account number for ********- all false- called ********
  Then I was told OSE is inquiring about these rebates , I am no.30 out of 61 inquiries- no proof provided
  I have a heat pump- they installed a furnace- was told if I had a service person come in - if they checked furnace my warranty would be void
  Had a problem with knocking in furnace- We requested a registered Technician - the ones that came had no id- no business card- and we weren't allowed to ask questions- were not allowed to talk to them about installation- No one has come to look at furnace
  The furnace needs to work with Heat pump and any technician will tell you they would need to check both equipment- The warranty they provided us does not work for our heat pump- Our technician needs to work with both - furnace not appropriate for the Heat Pump-
  OSE needs to provide us with paperwork - which they have not done-Where are our rebates- We want this furnace removed - due to not being workable- Thanks Danielle Stockley

  Ontario Smart Energy

  Date: 30/04/2025

  Dear Ms. ********,
  Thank you for your feedback. We understand your concerns and appreciate the opportunity to respond.
  Refund of Deposit: We are pleased to confirm that your deposit of $1,099.99 has been successfully refunded. We regret any inconvenience caused during this process and thank you for your patience.
  Rebate and Documentation: Prior to installation, it was communicated during your pre-verification call that Ontario Smart Energy is a private company and not affiliated with ******** or any government program. We also clarified that rebate eligibility and issuance are managed entirely by ********. While we provided assistance with documentation, eligibility and rebate approval are solely at ********’s discretion.
  Installation and Identification: As per TSSA standards, technicians are not required to present ID badges. However, our team identified themselves on arrival and completed the scheduled installation as confirmed in advance.
  Post-Installation Service: Our service team has addressed or scheduled follow-up for the technical issues raised, including the knocking noise and equipment integration. We remain committed to resolving any outstanding concerns.
  Assessment and Agreement: During your pre-installation call, you confirmed feeling fully informed and comfortable proceeding with the program. The agreement remains valid, as the cancellation request came after the 10-day cooling-off period defined by the Consumer Protection Act.
  We’re here to assist further with any pending documentation or support you may require. Please contact our customer service team directly so we can ensure everything is addressed to your satisfaction.
  Sincerely,
  Ontario Smart Energy Customer Care Team