Enercare Home Services reviews (4662)

We inherited a rented furnace and hot water tank from the previous homeowners. We have had an unpleasant and dangerous relationship with Direct Energy. Here are the lowlights. 1) A service man from DE was checking the furnace and he bumped the hot water tank thermostat. An hour after he left, hot water started spouting out of the emergency valve on the tank. My basement was filling with boiling water. I couldn't reach the tank nor the water main without scalding myself. Direct Energy's Emergency response call centre was rude but dispatched the same service man an hour later. Fortunately, I flagged down a Toronto City worker who had insulated boots and could shut the water tank off. I owe him big. The Direct Energy serviceman told me it was a dangerous situation. Thanks for that. 2) We had the furnace checked under the annual maintenance agreement for rentals. It passed so we bought the furnace out. It conked out 6 weeks later. We hired a reputable company to replace the rental and he was shocked that the rental had been approved. IT was cracked on the inside and melting parts. Looks like it had been that way for a few years. 3) Had tank checked 3 months ago. Two weeks ago we smelled gas - evacuated house called 911. Firefighters found the house filled with carbon monoxide (170 ppm - lethal is 100 ppm). The alarms did not sound (another story). The hot water tank was the source. When DE came, they couldn't explain WHY it was letting off CO but tried to avoid liability by saying it must be our fault. Could not explain why it was giving off CO nor for how long. Direct Energy just gets the job done fast and with little expense to the company as possible. We relied on them and our safety was at risk. We have replaced our air conditioner, furnace, and hot water tank with a reputable and responsible contractor. UPDATE - DE has posted a response in which they ask for my contact info. However, they did not include their contact info. Do I just call customer service and hope I get the right department? Are they assuming I will post my contact info on Homestars? I'm happy to talk to someone from the company (yet again) but who do I speak to?

On Nov. 20, just before going to bed I had noticed that the furnace was not responding to the thermostat. It was turning on and shutting down immediatley, this continued for about an hour and a half when finally I called Direct Energy for assistance at 1A.M. The service I received was excellant. The call representative went through a list of things to try which did not work, then set up an appointment at a time that suited me for a technician to come and look at my furnace. When I explained the problem, he idintified what it was and resolved it right away. Fortunately it was a minor issue and fortunately I have the Home Service Protection Plan so the cost to me was Zero. I would recommend getting this plan especially if you have an older furnace or air conditioner.

The installation guys arrived on time and explained to us what were needed to complete the installation of our new gas boiler. They were worked very efficiently and left our basement in great condition (very clean).

Returned the tank and was billed for termination of the contract. Tried to discuss with their Customer Care Supervisor and was not satisfied with the legalisms she was spewing and asked to speak with her Manager. She refused to offer a contact and told me that her decision was final. I had a previous tank but after 10 years and leaking I asked DE to replace it. The initial tank was a monthly rental with no buy out and when the new tank was installed I was not told that a buy out now applied should I return it. Not the agent who provided me with the RA# for return nor the representative who took my request to replace the old tank made me aware of the change in policy. I understand that the change was made in secret and they disguise it on the back of a wordy repair order they ask you to sign the front of following installation. When I first called to discuss the charge I was told it would be deleted, however, 1 month following I received word that it would not be reversed. On a final note, DE told me the tank was damaged through flood which is totally false. It was returned due to my having installed a tankless furnace and their unit would be redundant. The tank was in good order up until its return and it is belief that Direct Energy is "cooking a story" to support their unsound decision to bill me for the buy out.

Make sure you read the fine print when dealing with these awful people. I too have to pay 10 months more of payments for a "protection plan" I don't need. There is no way to cancel these so called "protection plans" if you find you don't need them anymore and you will be forced to pay until the year is up, even if you don't need these awful plans. There are no negotiations with this company. I will never have anything else to do with this company ever again. Edited to answer the question suggesting that their plan may be some sort of benefit to me; I did have this plan a few years ago and when my old furnace broke down, this company didn't cover what needed to be repaired and told me that the service call to tell me they won't cover what is broken is 99 dollars if I don't buy a new furnace from them. So I had paid for years into that plan for no reason. I would have been better off saving 15 years of those dumb payments and putting that amount of wasted money toward the new furnace. Sorry to say that I was stupid enough to get this good for nothing plan again! But when the 10 months of my money being literally thrown away is up, and this awful so called plan ends, then that will be the last of any dealings I have with this awful company.

After 25 years we decided to bite the bullet and get a new energy efficient furnace. We contacted Direct Energy and the representative was very professional and knowledgable in assisting us with our decision. The installation crew was fantastic - everything we needed to know was carefully explained to us. They hit a snag with the new gas water heater but the installer came back to our home later that evening to make it right! We were very impressed with this personal care service. We turned down the temperature on the new furnace and we still felt comfortable and cozy. Looking forward to our energy bills getting smaller!

We were having problems with our Hot Water Tank. We called Direct Energy and they had someone out there the next day. Which was great. It didn't take him long to figure out the problem and within the hour we had our hot water back. Was happy with the quick response from the company. The guys wasn't too friendly but he fixed our problem which was great.

I recently had a new 2 stage high efficiency furnace installed by Direct Energy. Two technicians arrived on time as promised and started work immediately, they installed their own temporary matting over all floor areas to protect all hardwood flooring before commencing work. Upon completion of work I was impressed with the quality and neatness of the entire installation including exhaust piping replaced to vent outside. Apart from new furnace and piping one would not have known anyone had been here, totally clean and neat on technicians departure, thanks again Direct Energy.

Warning to anyone signing up with Direct Energy service Maintenance Plans. A Rep. convinced my wife and I to sign up for a service and maintenance plan a couple of years. A couple of weeks ago my furnance was taged because apparently the heat exchanger needed replaced and the service plan to cover the repair costs was not covered (not sure what the point of paying for insurance is if it doesn't cover the repairs you expect it to). Then after replacing the furnace I called to cancel the plan because the new furnace comes with warrenty and apparently I have to still pay for the duration of the contract (8 months left) even though I have never used any of the warranty and service benefits. When you sign up with Direct Energy get ready to pay for services you no longer need and that the parts not covered under their warranty plans are the ones you will need.

My furnace stopped working so i contacted Direct Energy who had a representative come out. Cathy was very helpful and brought me some space heaters to use until my furnace was installed. She arranged for my ducts to be cleaned prior to the install. The Technicians were very professional and friendly. They dealt with some issues that arose regarding the install quickly and efficiently. Everyone was very friendly and helpful.