I have had Enercare Heating and Cooling Maintenance Plans for several years, and have paid $20/month for the past year for this service. Due to a scary CO leak a few years ago I prefer to have my furnace checked before it is turned on each fall.
In September this year I called to schedule my annual maintenance visit for both my furnace and AC unit. The next appointment opening was for October 17th, which was a rather long wait, but I understand fall is busy for furnaces. My husband took the day off in October, and no one showed up.
When I called the next day to inquire, they said no appointment had been booked in their system, and I was offered a new appointment a full month later. I asked for something sooner since I had already been waiting a month, and was promised a call back within 48 hours with an earlier date. I was called back, with the same November 17th date. I requested an earlier appointment and was told they would see what they could do. I did not hear back.
When I followed up in November, I found they had recorded my request for an earlier date as declining an appointment. At this point I've been waiting two months for a service I have paid for. I did not turn down an appointment, I was promised something sooner. After some unsatisfactory discussion I asked for a refund of the fees I had paid during those two months they were unable to provide an appointment - I had been paying for the Maintenance plan all year, and only requested those two months back. The manager I was speaking to told me there was no record of my call in September and refused. Thus Enercare said I was telling stories and was unwilling to find a solution. I did not imagine booking an appointment or entering it in my calendar - I am very frustrated with the loss of time and money. Believing a computer log, or lack thereof, instead of a customer is not a friendly approach.
