We moved in our house back in 2015, it was a new build. 16 months later we found out from our neighbour that enercare has not been billing us for our hot water tank. Upon calling Enercare to find about the issue, they stated that there was a discrepancy in our file when they submitted to Enbridge. Nobody, not one agent or staff from enercare phoned us to make us aware of the discrepancy. In fact, when I phoned the agent said the account was dismissed and was not followed through. Complete mismanagement on their part. Now I have to give them money for the mistake that they have made in the first place.
Come March 2017, I got a letter from Enercare stating the amount owing for the months that we didn't get our bill for the hot water tank. I agreed for to a monthly payment of $105.47 for 6 months to pay it off. The following months, the billing statements were nothing but a mess and confusion. One month there would be a credit of $105.47 in my account, then the next month, there's a double charge of that amount. Then the next month there would be another credit. Every single month for 9 months there would be a discrepancy and irregularity. And ever single month, I am phoning their billing department to try to resolve the issue and have someone explain my bill.
The customer service is very incompetent and unhelpful. My phone call would be answered and I would be told they can't help me and they would to transfer me to another department. I would get transferred and the person could not help me. Or in another case, I would be told my file would be escalated and the reviewing committee would look over my file to investigate and someone would call me back. I would phone back and I would have to tell another agent my messy billing charges. And in the end, they would say I would have to wait another billing cycle for the changes to be reflected. What was even more frustrating is there was no one who was present in the moment that I was able to speak to to go over my bill. I waited for the next billing and no improvements have been made to correct my bill.
My experience with the customer service in the billing department has been unsatisfactory, frustrating, annoying and disappointing. I have tried to reach out to the office of the president as well to pursue my complaint and my email was not replied at all. This whole experience has been stressful emotionally and financially. How can someone trust a company that doesn't even manage customer's concerns in a timely manner? And more so, how can anybody rely on a company that doesn't try to make amends for the mistake that they have made in the first place? Enercare makes the mistake, the customer pays and suffers the consequences, they still get their money.. absolutely ridiculous and uncaring. The integrity of this company and its professionalism is absolutely rubbish. All they are after is your money.
