Enercare Home Services

Rating: 4 out of 5

Enercare Home Services reviews (4662)

  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 2 Mar 2016

    Furnace rental

    Hi, I called Enercare and they installed in October 2015 a new rental furnace. Until this day, March 2nd, 2016, I haven't got the first bill (5 months). My account is inactive in Enercare system, I have called customer service 6 times already to resolve the issue, and nothing has happened. I complained, i asked to contact a supervisor, they told me somebody will call me, and they didn't. I am so disappointed, i just want to cancel the rental now, and not to have to deal with this company anymore.

    Answer from pro:

    Hi Karla - Please email me at support@enercare.ca with your address and phone number and I will help resolve this issue for you as soon as possible. I'm sorry for the frustration this has caused you and I appreciate your patience. Thanks ~ Kira

    Reply created 3 Mar 2016
  • Review from Customer of Enercare Home Services
    Rating: 4 out of 5
    Review left on 2 Mar 2016

    Service - plumbing

    Knowledgeable patient, friendly technician. Found what was causing the knocking noise. Rebuilt both of my toilets to clear the problem. No additional charge. An inspector from Enercare paid a surprise visit. Nice to know they do this. I also asked the plumber if he would take a quick look under the sink to make sure the guy who hooked up my dishwasher did it correctly, and he had no problem doing that, which I thought was impressive. I would’ve give a rating of 10 , but when I called Enercare to confirm the time because the technician never came, they lost my appointment and they said it wasn't in the system, I had to rebook.
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 2 Mar 2016

    Service

    Do not sign up with Enercare for their monthly maintenance. They make you pay even when your furnace has been replaced!! The service they perform has declined rapidly in the last several years. They have no interest in customer satisfaction or service. Long standing customers are treated like crap!!

    Answer from pro:

    Hi Louise- thanks for reaching out. The benefit of receiving an annual furnace maintenance is so that we can help identify potential problems before they become costly breakdowns - which is a possibility with furnaces of any age. If you have any questions regarding this please email me at support@enercare.ca and I'd be happy to help! Thanks! ~ Kira

    Reply created 3 Mar 2016
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 1 Mar 2016

    broken furnace repair

    I had a service plan which covered a motor failure (would have cost upwards of $1200). Within three hours of calling a technician was there diagnosing the issue. When the part was not in stock we were offered heaters. The part was ordered first thing the next business day and arrived - from another province - within a few hours and they installed it immediately - by immediately, I mean within two hours of the part arriving in the city. We were without heat for less than 24hours. Can't say more than 10/10: appointments easily made efficient service (on time, good communication throughout) and the technician was knowledgeable, friendly, very professional.
  • Review from Customer of Enercare Home Services
    Rating: 0 out of 5
    Review left on 29 Feb 2016

    Maintenance Plan

    The worst of the worst of the worst of the worst experience of my life. I had maintenance plan with direct energy which is now enercare. And at the time there was no contract no mentionting of any 1 year charges if I would to move or anything like that but guess what I am end up getting a $270 bill because I was moving. All they can tell me that there is a customer manual which has all the charges mentioned on it and they would be more than happy to send me now. Unbelievable so you are going to sene a manual like now. They renewed my contract which suppose to be no contract to begin with without my notice. This company is unprofessional, unethical and the worst company out there to deal with. I wish there was a rating below 0 and I would have given them happily.

    Answer from pro:

    Hi there- Our Terms and Conditions are always available for review at https://www.enercare.ca/sites/default/files/assets/library/pdfs/dhs1042_ppwlcmebk2013_web_fin.pdf. In regards to your plan, it is actually transferable to your new residence provided you move within our service area, but unfortunately does not apply to cancellations of plans. For your convenience, there is an automatic renewal process that renews each year on the anniversary of your enrollment date as outlined in your contract. I apologize for the confusion you've experienced and I hope that this explains the charges you might have encountered. If you have any more questions feel free to contact our customer care line at 1 855-255-5458 and a representative will be happy to help. Thanks ~ Kira

    Reply created 1 Mar 2016
  • Review from Heidrun Wischniwsky
    Rating: 5 out of 5
    Review left on 29 Feb 2016

    Furnace fix- Warrantee call on the coldest day of Februaru

    Enercare was nothing but helpful when I called. My furnace was not working and it was a very cold day. From the considerate associate in your call Centre, to the experienced and EXTREMELY compassionate technician that actually came to my home, I was more than happy with the service. I even called to commend them after the service call. I suffer from a psychological condition that makes it very stressful to let strangers in my home. Enercare was compassionate and understanding and put me at ease. I felt both safe and satisfied. They treated me with respect and understanding.
  • Review from Customer of Enercare Home Services
    Rating: 0 out of 5
    Review left on 29 Feb 2016

    Service Plan

    In Sept. I contacted consumer gas to stop my service plan because we got a free year plan with new furnace. When I was passed on to enercare spoke to a person and understood I had to pay a fee of $40-$50.00. I was not happy but agreed. Weeks later I got a call and was told the first person I spoke with was wrong and I had to pay rest of plan out . Since then I have spoken to 3 different people(one very rude) over 6 different calls and no one has explained or answered my questions.
  • Review from Customer of Enercare Home Services
    Rating: 1 out of 5
    Review left on 29 Feb 2016

    Lack of staff professionalism can hurt your business

    I called enercare this morning to receive details regarding the services I pay into on a monthly basis. The individual I spoke to was confused, rude, and unprofessional. It made me wonder about the importance of hiring and training people in any business establishment... The wrong person at the front lines can cause you your business ... a business that you work so hard to build. When I asked to speak to a supervisor, I was given a number representing a case number and told that someone will call me in 48 hours... Sad very sad

    Answer from pro:

    Hi there- I'm so sorry for this and I would like to look into your case to ensure we can provide you with a better experience next time around. Please email me at support@enercare.ca with your name and phone number and I will look into exactly what went wrong here. Thanks for the note and I once again apologize for this. ~ Kira

    Reply created 1 Mar 2016
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 29 Feb 2016

    Heating Maintenance Plan

    I have been a customer with Enercare (former DirectEnergy) for the past 10 years. In 2012 my furnace stopped working and after the technician came it had to replace the blower for the burned gases and I was charged 800 for the replacement (part not covered). Three days ago my furnace died again, the technician that came said the heat exchanger is not covered and it has to be replaced. He mentioned that the blower that I have to pay for it in 2012 it should have been covered ... At this moment I said I will have to cancel the relationship with Enercare altogether. At that time I was renting the water heater from them too. Through a friend I got in contact with another company that will replace my furnace and the water heater. Now comes the part with cancelling the water heater contract and the maintenance plan. The water heater was rented since 2000, the cancelling went pretty smoothly. The issue arises when tried to cancel my maintenance plan. Apparently it is viewed as a auto insurance policy. It auto renews automatically every year and you have 20 days to cancel it then. If not you are bound to the contract for another year. My contract anniversary is in Oct so I will have to pay until than 30 dollars a month. Do yourself a favor and stay away of Enercare!
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 28 Feb 2016

    Excellent Service

    Right from booking the service to it's completion, everything was excellent. It was easy to book the service, the associate was very helpful and courteous finding a suitable date and time, the service rep arrived during the 4 hour window, he was knowledgeable, completed the service in a professional manner, answered all the questions I had and left the workplace clean and tidy. The service rep was friendly with great customer service skills.
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