Enercare Home Services

My 14 year old, builder supplied furnace finally died. I was not too surprised as it was known that the design of this particular model was not very good. That is why I joined the Direct Energy's Heating Protection and Maintenance Plan. About 5 years ago, the heat exchanger cracked and was replaced. During this year's annual inspection, it was discovered that it is again cracked and the furnace needs to be replaced. The technician scheduled a sales representative for the evening of the same day.

The sales representative arrived punctually. I was impressed that he has been with the company for 12 years, that he was previously an installer, that all the technicians are employees of Direct Energy and not sub-contractors. I chose the Trane furnace with DC motor and 12 year extended warranty. With the extended warranty, I do not need the heating protection and maintenance plan anymore. I got a discount on the purchase of the furnace for having been on the Heating Protection and Maintenance Plan. The installers would also look into making my humidifier work again. He took a video of the furnace room to give to the installers, a nice touch. The install was scheduled and confirmed on the spot for 1 week later.

The installers arrived within the promised 4 hour window. They covered the path to the furnace room. They re-routed my natural gas pipe to allow more room in the furnace room. They widen the air filter slot for easier access. They changed the leaking, plastic water supply tube to the humidifier with copper. They added an electrical switch box for the furnace. The job was done cleanly and within 3 hours.

I am pleased with the whole process. I am confident that Direct Energy will be around to honour the extended warranty.

Location: Richmond Hill
Install date: June 5, 2013
Sales rep: Scott
Installers: Jason, Graham