Enercare Home & Commercial Services Limited Partnership

We purchased from Enercare company in Ottawa Summer of 2019 furnace and ac unit attached after flood in our basement because enercare technician were unable to fix our ac unit, they suggested to buy their whole unit furnace not only ac that we need and have problem with (I am sure they did not fix it on purpose and caused un 2 flood in the basement so we can purchase their product) we bought whole furnace unit from enercare cost us $13000, new furnace was not installed properly, was not cooling enough they had to change to larger unit, also the larger unit was installed incorrectly especially the pipes and the drainage, and this caused us 2 floods in the basement. Total floods for 2 summer is 4, ruining our basement, caused us lots of damage, and problem, and they denied any wrongdoing, what a company, please never deal with enercare

Unacceptable level of service when bough new Furnace in Feb 2018, today is May 5th and its still hasn't been installed. I called 5 times spend hours with customer service case ref number [protected].

Here is what happened:

1. We bought high efficiency furnace in Feb 15th, old AC was disconnected - we were told to call back to setup a separate appointment for AC post- installation(when weather gets warmer).

2. I Called Enecare end of March and booked an appointment for Apr 20th, on Apr 20th I got a call, my appointment has been canceled on short notice due to no Technicians available.

3. Called Enecare on April 30th to setup new appointment to finish the job with post installation. appointment was set for May 1 between 9am-12pm, 2 Techs/2 tracks shows up at our driveway, techs goes for 5 min and left the premises, saying they have not enough time for today to complete the job, they need 3 hours min/2man power. so its been rescheduled for next day.

4. Next day May 2, - 2 Techs/2 tracks shows up, goes in for 5 min and left, only this time they saying- they need some parts. our old AC won't work...
I see this as an issue- 2 times Enecare Techs failed to diagnose scope of work and tell us we need parts, which could been ordered in advance twice already!

5. up to this point I have spend close to 3 hours, on the phone talking to different departments including customers serves, installation and managers who were completely not helpful. My request for escalation is been ignored - I was told "there is no high escalation - you are speaking to manager, and nothing else could be done better in my case.- when I ask to speck who that manager reports, I was declined for that information.

I complain because I spend $7, 800CND back in February 2018 and still don't have what was promised to me and my family( I have special needs for my 74 years old mother and 18month baby)!

I hope some one will take a look at my case and address missing steps and acknowledge all that are responsible- special rule customer service and manger(Michel).

kind regards,

Back on December 21 2016, I agreed to a heating and cooling maintenance plan. Booked an appointment only to have a no show, re-booked, and same thing again. I had phoned and said I want a refund. At this point I was ineligible for a refund. So I ended up paying $109.99 for each heating and cooling plan which is a total of $219.98 +HST. I never had any inspections done, and when they would call me to book appointments every couple of weeks, I continued to express I want nothing to do with this company as it had wasted enough of my time and 2 days off of work. This went on all till the end of December 2017. I opened my Enbridge bill which my enercare bill comes with, and I was charged again for this heating and cooling plan at the end of January 2018. I phoned right away, and spent countless hours on the phone only to get told its too late to cancel, your ineligible for a refund. I spoke with 2 different employees there who had said the balance would be cleared. It wasn't, so I had phoned again an spoke with a manager who said its to late to refund me my money meanwhile there hasn't been a single inspection done on their part. Please help, I don't want to pay a grand total of $439.96 +HST for absolutely no service. My hands are tied!