Enercare Home Services reviews (4662)

Peace of mind for a home owner, that you pay a certain amount a month and you get the assurance you won't have major issues. Response time is always fantastic.

**EDIT:** I am bumping the review from 0 to 2 (will bump to 3 once I see the final bill settle as agreed), solely on my experience of dealing with Rikia (sp?) from customer support. She was extremely understanding, professional and courteous. She listened to all my issues, and tried her hardest to resolve them. Thanks to her, I am partying ways with the company with no ill-will towards it. If more people at EnerCare cared as much as Rikia did, then maybe the company would be more deserving of its name **EDIT END** I've dealt with them back when they were "Direct Energy" and now again when they are "Enercare". Believe me, there is nothing "direct" or "caring" about them. At one time, I decided to change the boiler rental away from Direct Energy to another company. Direct Energy continued to bill me for their (now removed) water tank. First month I noticed this, I call them. They reply, without even bothering to investigate anything: "it will be reflected on the next few billing cycles". Second month: "it will be reflected on the next few billing cycles". Third month: "it will be reflected on the next few billing cycles". Notice a pattern? I finally lose my patience, force them to investigate, it turns out they "never received their tank back". Now, even if we assume that's true, then why did they spend 3 months telling me "... next few billing cycles" without even looking into it? However, it's not true. I've had dozens of calls between them and the new company. The new company produced proof that they delivered the old tank. I had both companies on the 3-way conference call.... again with their usual ".... next few billing cycles" It took a total 6 months of double billing and constant calls to get this resolved. But I guess I didn't learn my lesson, as eventually I signed up for their "Heating Protection Plan with Maintenance" All was fine at first, until I sold the house. I called them to tell about my address change, and the lady on the phone says "Don't worry, when your Enbridge Bill is updated with new address, we will be notified". OK, so I leave it at that. Then I get my bill, with the charge on it literally 3 times the normal. It was a payout for the remaining 3 months on 1-year protection contract. Why?! I called and told you I was moving, and you said "... ok" I call again, another lady starts telling me, unapologetically that the contract is with the house address and doesn't move. Every time I try to bring up that the previous lady told me it was OK, she cuts me off, rudely, repeating like the packagea parrot "it's spelled out in your welcome package". Rude and abrupt, never once acknowledging that her co-worker provided me with wrong information. She tells me that if I resign for another 1-year contract, they will credit me those payments.... wait for it..... "next billing cycle". Unwilling to just throw away that money, and still seeing the value in the "maintenance" part of , I resign. Oh but wait, she can't even match the same price that I had before. Do these people not get the concept of "I SOLD MY HOUSE, I AM MOVING!" She keeps telling me it's a new contract. For God's sake, I am moving. Either let me cancel my previous one, or MOVE this one. Just then, I also schedule the maintenance (to get my money's worth). The scheduler calls me, and sets up a date. It's really a bad time, but they have nothing else. I shift my whole week around, and sit in the house for the whole Saturday waiting for them to show up. NO ONE shows up, no one calls. By the end of the day, I call them, and they tell me "Oh, it was cancelled" Really! I've shifted my whole week around, I've sat at the house all weekend day, and they've "cancelled" it without even calling me. Apparently cause my contract was cancelled.... I wish it was cause at least I wouldn't be charged... but I am still being charged!!!!!! I ask to speak to their supervisor/manager, and he pretty much says "nope"?! Apparently no one is available? Really?! And I can't even cancel, cause their contracts are 1-year. There is no cancellation "fee", it's a full cost of the full 1-year. === BUYER BEWARE! === Safe yourself the trouble, don't get gray hair over them, just don't let me anywhere near your house!

As I leased out my home to tenants, I purchased insurance for air conditioner, gas tank, and plumbing. The company promptly charged me $565 for the services. As the tenant moved in and I moved out, I received a letter indicating that they regret my decision to terminate my policy. When I called to find out what happened, the representatives indicated that they would need to credit my account and start charging me again for the policy to take place. It's now been three months. I am still $565 out of pocket, I still have no insurance. Now to the final piece. Today I found out that my tenant has been charged for the insurance on a monthly basis. And throughout the entire period, I keep getting the letters indicating they regret my decision for terminating my policy. So I know that god forbid something happens to the equipment, they would say I wasn't insured. How can I recommend a company that blatantly has zero level of care for its customers, and keeps customer funds? We have not asked them to move the earth, we asked one simple thing - start a service and charge me for it (way too much I may add as they were providing same insurance service to others for a fraction of the price). If they cannot execute on a simple thing, how can one expect to delight other customers. Lost for other words or thoughts and want to write this review in all possible places.

Have used this company for annual furnace inspections/maintenance for several years. So far have never had a furnace breakdown, and have been impressed by the customer service (ease of booking appointments, timeliness, company reminders for outstanding inspections that come with the plan) and the professionalism, honesty of the furnace inspectors/workers (they have not tried to sell me anything and have not tried to imply that there is a problem that doesn't exist), and the comprehensive report they give you for each inspection.

My boiler needed its annual maintenance so we joined Enercare's maintenance program and I booked an appointment. This had been a mild fall and I figured I'd better get it done before the colder weather kicked in. I thought I'd have to wait a few days or a week maybe, but they had someone who could come the same day. They gave me an option of (4 hour) windows of time when the tech would arrive. I chose 2 - 6 p.m. The tech arrived around 3:30 and cleaned it. He explained that his supervisor was coming by to help him (apparently my boiler is an uncommon one). The supervisor (Steve, I think) was super helpful, friendly and explained what they needed to do. I learned a lot from him and appreciate the tech asking for help, since this is about safety. He explained how my boiler is unusual because it vents outside and other details that I wasn't aware of.

Aside from the long time it took for the technician to arrive . . . the technician completed his work in a professional, clean, and timely manner . . .

Tech arrived within the 4hour window and called first when he was 20 minutes away . . . He was efficient, polite and explained what he had done . . .

I have no complaints at all. The gentleman came in, worked and checked the furnace. He checked carbon monoxide levels inside and outside the vent. He was very thorough . . .

Overall I was very pleased with the service and the technicians who were in our home for the sales consult and installation. I am a happy Enercare customer . . .

Had a sewer drain back up in my basement. Because it happened after 5:00 pm Enercare was unable to come out as they close at 5:00 pm! They couldn't get anyone out before 9 am the next day! I had to call in a plumber that evening to diagnose and unplug my drain which cost 500.00 this would have been covered by enercare as part of my plan. They advertise emergency services but only if it happens during business hours. I asked them to reimburse me that amount as i had no choice but to call in another company to fix my problem as they couldn't. They wouldn't try and accomodate me even though I am a long standing customer and this is after two other unsuccessful attempts to use the plan. Three times I tried and three times they failed!