Enercare Home Services reviews (4662)

I was more than Satisfied with their service. If someone were to ask about Direct Energy I would say 10+ call them. Thanks so much Mike. H for being so knowledgeable.

So I called direct energy when my furnace broke on the day when temperature dropped below -20C. The first time I called, they asked my information to set up an account with them but they did not have any technician available to come to our house right that night so I told them I would call other companies first because it was extremely cold at home. Since no other companies were available that night, I called Direct Energy back and the agent told me I had an appointment the day after from 9AM-1PM. So I took the day off from work to wait for them only to find out at 1:30PM that my appointment was cancelled. I called customer service and talked to both the representative and the manager, and both of them said there was nothing they could do and still insisted on me agreeing to pay for the plan. Never had they offered anything for my lost day of work or considered that my family had to live in a house that was 8C cold. It seemed like money was all that mattered to them and if the customer did not like it, they could go somewhere else. I lost a day of work for nothing. Really frustrated.

Customer service needs to be a little more knowledgeable about customers situation. Had to wait twice in one day for two servicemen to show up at 2 different times, when only one was necessary. My water heater needed to be replaced after it flooded my basement and first customer service rep didn't realize it was installed back in 1998 but made me wait for service guy to show up and tell me I needed water heater to be replaced . Pretty frustrating :( The servicemen that showed up to replace water heater were very professional and courteous :)

After doing research including checking the company reviews on sites like this and receiving countless flyers from Direct Energy (who also handles my hot water rental) I decided to contact them to handle the duct cleaning for my home. The customer care rep took all my information and as I was booking both a furnace checkup and duct cleaning she couldn't book the two appointments on the same day apparently the two systems don't talk together. She therefore put notes on the case she sent to the duct cleaning dispatch team asking to coordinate the time. She indicated that they would call me back in 48hrs to confirm the appointment. 48hrs came and went with no call. I called the customer support team back who confirmed that everything was in the system however that the appointment hadn't been booked and no callback had been performed by this duct cleaning dispatch group. Instead they offered to book the next available appointment which was in a few weeks. I left work early to go home for the 1-4pm time slot and waited patiently around 3:30pm when no one had shown up I called the customer support team who informed me that I should continue waiting until 4:30pm and that they couldn't do anything including checking where the duct cleaning guys were until after 4pm. I again waited until 4:30pm when no one showed up I called the customer support team again. This time the support agent actually called the duct cleaning dispatch team to discover that due to the weather conditions (things were freezing) all duct cleaning had been called off for the day. I asked why hadn't I as a customer who had been scheduled for this work in the afternoon not called and notified as to not unduly inconvenience me. I was told that unfortunately that didn't seem to have occurred although it normally should have. I explained that this seemed to be a reoccurring theme where this dispatch group never called customers to confirm or reschedule appointments instead left customers wondering what was going on and requiring customers to call back. I escalated by concerns to a supervisor and customer care at Direct Energy who all apologized and said that I should be getting a callback however there was nothing they could do short of booking me another appoint in a couple months when there was another timeslot available. Upon pushing to be compensated for my inconvenience I was informed that Direct Energy doesn't do that. I asked how do they intend to get better at servicing there customers if they do not make improvements and if they feel that they are big enough to simply tell customers they have to accept the service as it is. Again lots of personal apologies but nothing apparently that the company is willing to do. Surprising how a company in the service industry is so unwilling to bend and empower there employees to make concessions and at the same time strive for improvements on behalf of there customers.

Everything about the service call was pleasant and the gentleman who helped us was truly amazing. He knew all of the answers to our questions and was very polite and helpful. The work was completed very quickly. Our appointment was originally for Tuesday but I called and asked the office if they could move up the appointment. It was moved up and followed with an email and a telephone call from your office. I call that great service.

Installation was done quickly, neatly and very efficiently. Installers were very polite and worked quickly... all in all a good experience. They were later than expected but phoned to check to see if we would still be available at a later time. No problem.

Dennis, the Service Technician, provides excellent service. He is knowledgeable and takes the time to explain the furnace operation. He was very pleasant, completed his work efficiently, and gave the client confidence in the quality of his work.

The service tech was so good that I called and gave him a recommendation. His name is Nolan Campbell. I would love to have him come to my home every time.

The Direct Energy service technician was on time, very courteous and explained things. It was really good to have the contract so I would remember to get the service done.

We have always been very satisfied with our dealings with Direct Energy. The staff are always very friendly and efficient. I would like to pay particular attention to the last person that came yesterday. He was such a very pleasant man. Was professional and answered a lot of questions that I had for him regarding the fireplace and natural gas. Very nice young man. Please let him know our feedback.