Enercare Home Services reviews (4662)

I switched to Direct Energy and could not be happier. The annual check up on my furnace and parts and labor warranty is worth the monthly maintenance fee. Especially with the severe winter weather we have been experiencing, I will be renewing my contract for peace of mind. The service is always reliable and the customer service has been outstanding. No long waits on the phone and 24 hour emergency line. I am very impressed and do not impress

We booked an appointment with Direct Energy for maintenance/inspection on our boiler. It was paid for through a monthly maintenance plan. The appointment is set for any time within a 4 hour window, 11am-3pm. At 2:15pm I called and was told that everything was fine and the technician would be coming. At 3:30pm I called again because the technician had not shown up. The agent offered to rebook the appointment for 3 weeks later, but also offered to refer me to the scheduling department to try to get a better time. I opted for the latter and was referred to an agent in the scheduling department who said he had sent a note to the dispatch department and that I would hear back from them in 10-15 minutes. After an hour with no return call, I called again and this time was told that the previous person should not have said 10-15 minutes, and instead it would take 1-2 hours to hear back from the dispatcher and I should hear something by 6pm. I then had to cancel the appointment I had made for 5:30pm to wait for the call. By now it will come as no surprise to you to read that no one called. When I called them back at 6pm I was told that the customer service group was forbidden to contact dispatch because all the technicians were servicing people whose systems had failed rather than maintenance calls. If the company had called to tell me they would miss my appointment because of this, it would have been fine. Instead, they kept me waiting for 6 hours and caused me to have to cancel out on several things, and then provided no service. Why buy a service plan from a company that does not offer service?

From October 2013 until the other day, 5 technicians tried to fix my furnace not firing properly. They replaced pressure switch twice and water filter once and yet the problem was not fixed. The last one diagnosed the problem to be the intake and exhaust pipes maybe too small/long since the 'meter' was registering pressure below the standard. I think the earlier technicians were very quick to spend the company's money.

I contacted Direct Energy for a standard maintenance call on my boiler in 2011. The technician raised concerns regarding a cracked pan, so I called another service provider for a second opinion. Direct Energy came back over a month later to follow up and red tagged my boiler. I'm still not sure why the technician did not red tag the unit when he first came in rather than a month later when the cold weather had already kicked in. I installed a brand new high efficiency boiler regardless, and all was well until a year later in 2012 when I started to receive calls to schedule another maintenance visit. By the time I called Direct Energy back, they explained the service was an automatic renewal and it was too late to cancel, even though with a brand new boiler, I had no use for the service. I looked on my Enbridge bill and found I had already been charged $169.49 for the service. I fought for over a year to have the money credited back since I declined to use the service. The day after Enbridge agreed to refund the money in 2013, Direct Energy sent me a bill direct. Now I face the risk of interest and payment on a service I have never used and have no intention of using. Direct Energy so far still refuses to cancel the charges. BEWARE!!!!

Have used Direct Energy numerous times at different homes and have usually been happy with their service. They replaced a water heater which was producing rusty water, then changed it to a gas one when I realized gas was so much cheaper to run. Then they replaced the thermostat when temperature was not hot enough even at highest setting. All for free since they are rental tanks which are usually money pits but have paid off in this case.

At approximately 1 pm this past Saturday, November 23, 2013 (the first "coldest night" of the season), we discovered our furnace wasn't working. As we already had a maintenance contract for our furnace with Direct Energy, we gave them a call. Their service technician was here shortly after 3 pm (they had told us between 2 pm & 6 pm). Unfortunately, it was discovered that our 25 year old furnace was "done". The heat exchanger was cracked (as verified to us by their internal camera). We were provided with a couple of space heaters (we already had three of our own, but they also left us with two) and arranged for their sales rep to come out. He was here by 5 pm. Ken was here til almost 7 pm (again, on a Saturday night), explaining all our options. There was no pressure. He was very knowledgeable and thorough in his explanations, regarding both equipment and financing options. We decided to replace both the furnace and the central air (as it was also 25 years old). During the inspection it was noted that our rental hot water tank should also be replaced. Our installation appointment was set for first thing Monday morning. After sleeping on our decision, we decided on Sunday to upgrade the furnace unit we had chosen. We called Ken (as he had given us all is contact details). He was back out SUNDAY to write up the new order. At 9 am Monday, a crew of five technicians arrived. They worked away until about 4 pm. The crew was professional, courteous, tidy and skilled. We had other contractors in our home at the same time, and they co-ordinated with them regarding the timing of the water shut off. My husband, being a former HVAC technician, kept an eye on the progress and was very pleased. Because of the size of the job (furnace, air & HWT), two fellows returned on Tuesday to complete the air conditional hook-up; however, when they left Monday night we had plenty of heat and lots of hot water. We were extremely satisfied with the high level and professionalism of service we received from all the people we encountered from Direct Energy this past weekend. We would not hesitate to recommend them.

Want to share my experience of renting water heater from Direct Energy in view of July 2013 flood. We have been renting the water heater for 3,5 years. In July like many others we got water in the basement from the sewer backup. After the flood my husband called Direct Energy and a service man arrived to remedy situation. He did his ‘magic’ by unplugging the water heater and wrote us a bill of $1047+HST to buy out the rental water heater – this translates to 3.5 years of rentals. Brand new water heaters of the same capacity are below $1000.We understand that the rental agreement has buy-out condition in case of flood damage. But the buy-out price does not have to be outrageous. One would think that depreciation and loss of warranty need to be factored in when determining the buy-out price. We cleaned off the dirt and plugged the water heater back in and it works since mid July till now. However, we are forced to buy it out because of the unspecified ”flood damage”. I cannot see any damage because the water heater works and I offered to continue paying monthly rental fees. Direct Energy sent another service man (don’t know why). He saw the water heater working but in his inspection report wrote that water heater was off and he left it that way. He explained to us that he cannot write the truth because he would lose his job. The fun part is that Direct Energy continues billing us for rental and buy-out price every month plus late fee. I paid all my monthly water heater rental fees on time and payments were accepted. I called Direct Energy numerous times asking to lower the buy-out price if they consider the unit damaged or continue to rent to me with no service obligations on their part or let me pay in installments and not charge me late fees. Agents promise to call back with decision when they get one from their supervisor but never do. On the latest bill I finally got credit for my 3 last monthly payments but they still charged us again for the current month. Called again today and, as always, they will call me back. Will they ever? Customer care – there is none, communication – there is none, effectiveness –non-existing. Is there anyone in this company who can make a decision? Another very troublesome thing is if employees are not objective on their inspection report not to lose their job what kind of company is this? Case references given to me by Direct Energy Customer Care agents #2486500 and #20290523. This may help Direct Energy to identify anonymous customers.

I've been with Direct Energy for a vey long long time and I can say without a doubt that the service they provide is 110%. When they give a time frame they're there. They've done a complete yearly maintenance on my furnace and AC year after year. I'm also one of their Natural Gas Plan member and could not be more pleased with the way things are working out. Thanks Direct Energy

I needed a new furnace liner and contacted Direct energy to price this job. Since the furnace and A/C were over 15 years old it was more advantageous to replace it. (It qualified for the government rebate) The salesman was very knowledgeable and advised me without putting pressure on me to purchase. I had lots of time to think about my decision. The installation went very well and the crew was clean and polite in my home. Everything was done as I wished. A great job.

We had our annual cleaning and maintenance by Direct Energy and had some issues with the furnace this time through. They managed to get it going long enough to advise us that after 26 years we best start looking for a new one.