Very upset today March 11, 2024. Please do not sign up. They have very poor customer support in the Hamilton ONTARIO region. Their technicians are not friendly and will only fix the symptom not the problem.
My heat is not working for 4 days for the 4th time.
I have had 4 Enercare technician come onsite since Jan 18, 2024, under our Heating Protection Plan
The last Enercare technician who came onsite Friday March 8, 2024 was not customer facing friendly.
He did not seem happy to meet myself or my husband (two visible minority people)
He started to complaining right away that I had no right to be on a protection plan because my furnace was mounted on the wall on two brackets. I asked him can you use a step stool like the other three technicians before you? Does your company not supply you with equipment to step up one step. (Literally the step stool height my 6-year-old son uses) was an issue for him. He looked at the furnace He seemed very disgruntled and said there is a lose tube. You just have to fiddle with it It is sensitive The furnace started right away A potential fix could have been a new tube. Instead, he said I am going to call my manager and recommend you be removed from the protection plan. Can you sign He seemed uneasy as if he did not want us to touch his tablet. He left and after 2 hours the furnace stopped working again.
I called Enercare back they said they would have a technician come out between 6-10pm the same day, but no one showed up. I called back on Saturday asking the phone representative why no one showed up or called us. He said I have no idea and re-scheduled another service call for Saturday March 9, 2024, 9th 1-5pm no one showed up or called us. Which was very unfortunate because we had plans and had to move them in order to be home for a service visit, that no one showed up for.
I called Enercare on Monday March 11, 2024 in the morning and asked the representative what was going on she spoke little English and mentioned she was situated in Colombia. They have call centers in the Philippines. She seemed uninterested in my sense of urgency or concern with living in Canada during the cold months with no heat for 4 days. As I am sure she cannot relate because she lives in very warm country. She showed very little empathy for my situation an no sense of urgency. She said she would schedule me another service call and have a technician come out and service my furnace.
At this point, I explained I need more than that, I do not trust some one will help. I need service, I need an explanation on why no one responded and came out or called us. I need to speak to a supervisor and a manager. I need an investigation of my entire customer experience. She put me on hold a few times. One of the times she came back and told me my plan is cancelled but could not explain why? I asked her for all the dates I had service calls and when the date was I joined Enercareit took her a long time and many ahs to find the information. She could only find 3 out of 7 dates I was looking to get from her. I then explained I need to speak to a manager. She put me on hold and came back and asked me why do you need to speak to a manager. You cannot speak to a manager you do NOT need to speak to a manager, I am explaining to you, you have no protection plan, so why do you need to speak to a manager? I explained to her that is fine I have no protection plan but I have a right to speak to a manager to explain my customer experience. My experience has been horrible and I have no heat. She again refused to transfer me to a manager or have a manager call me back.
I can tell you the reason, I would need to speak to a manager. Since I have joined Enercare:
1. I have no heat in my home
2. I have had 4 services calls without success
3. 1 no show for duct quotation promised upon signing a heating protection plan
4. 2 promise to appear service calls, no shows with no return/follow up calls
5. The first technician that came onsite, did not secure or forgot to place the water hose back from the furnace in the drain and flooded almost a centimeter of water in my laundry room
6. He made the cover of the furnace lose and unable to stay then handed me some silver tape and said use this to keep the door secure
7. The second technician wrote on my wall with sharpie without my permission, when I have a label machine
8. The technicians are not friendly and the phone representatives are very disinterested and lack customer service experience.
9. Maybe a better experience would have been to sell me a new furnace.
10. I currently, do not know what my account balance is. I was promised a $100 dollar credit for the water flood but have not seen it on the invoice
11. I have no idea what the procedure or terms are for a cancelled contract or my options to purchase a new furnace are.
Please do not sign up with this company.
