Energuy Canada

Retired now, but I have been involved, one way or another, in customer service all of my working life.

Unfortunately, I have found the quality of customer-care and service to be sadly lacking in recent years.

So on those relatively rare occasions I encounter a commendable level of service that goes well beyond the contemporary norm, I am inspired to acknowledge it in writing.

Dealing with Gabrielle at Energuy has proven to be one of those exceptional experiences.

In applying for a GreenerHomes Rebate Grant, offered for replacing our aging and failing HVAC system with a rebate qualifying energy efficient heat pump, I encountered a series of issues, too numerous to recount here. As well, in addition to being technology impaired, I found it increasingly challenging to navigate the minutia of the qualifying requirements of the Grant programme itself.

Frustrated with my inabilities, I resorted calling the Energuy customer support line and was fortunate enough to connect with Gabrielle.

I cannot say enough about the level of extraordinary customer service that I received from this young woman. Over the ensuing time it took to deal with my unique issues - through to completion of the requirements of the programme, Gabrielle followed up on every issue I encountered. She offered me council, and when needed, she walked me through the process by email and by phone - for as long as it took.

If there were a 6th star available in order to reflect the level of old-school customer service offered me by Energuy and this impressive customer service representative, I would apply it here.

Complete and utter waste of time. Had to pay them to do a home survey that I did not need or want just to have them submit paperwork for a Heat Pump Rebate. That was 9 1/2 months ago, still no rebate. Now they are telling me it will be another 24-30 weeks (5 1/2 - 7 months), which will make it 16 1/2 months after install. Obviously they messed up but you can't get an explanation from them.

We had a home energy evaluation completed to install solar panels, the advisor, Arjun who came to do the inspection was efficient, polite and professional. He completed his inspection in a professional manner and was great to work with. Would definitely recommend.

1st inspection great, so was the 2nd. But it's over 2 months ago and the report not sent in yet? Reading the other reviews are making me nervous. Time to contact a Ombudsman.

I completed the second home inspection for the greener home grant on November 9th and had everything paid by November 12th.

The company sat on my application not filling it out or reviewing it and most importantly not contacting me in any way concerning my application.

I had to call in order to find out my application 'slipped through the cracks'.
I received an email shortly after asking for the information of my contractor that installed the heatpump. They should already have this information as it was part of the application IIRC. The technician took a picture of the invoice from the contractor.

I called a second time 2 days later and found out my application is under review ( only because I called mind you) of management and that the person on the line could not tell me what was wrong with my application, I would have to talk to a manager. All managers where not in office. And its Friday so I should wait for next week. I didn't call end of day Friday, I called at 11AM.
Turn around time for any information on my application is 1 week from the second call. Unacceptable that I have to wait a full week in order to find out what is wrong with my application and no option/offers for callback from a manager.

The technicians that came in were very nice and answered many of my questions but the actions/behavior once the second payment was done are unacceptable

The assessment was done Dec 28, today id Jan 18. I am still waiting for report to be uploaded to CGHLI Load portal and for me to have a copy so I can commence heat pump installation. No one at Energuy tells me when or if a report will be ready, despite emails and phone calls.

Second audit worse the first. After replacing 14 windows and 2 doors.
This is not possible. The company will not explain there screw up. Have called customer service 4 times and was told someone would look into it and get back to me. Spoke to the guy who did the last audit he told me had never seen these type of results and would investigate and get back to me he never did. Now ignoring my text. I have also sent text to the audit dept. and no response. This is a joke after spending $23000 on windows and doors and now losing out on some of the grant money is not acceptable.

Bilal in Ottawa was great - intelligent, polite, clean, and an engineer. I havent received our report yet so impossible to rate the service, but I am confident Bilal will produce a helpful and comprehensive report.

Josh was our energuy very nice and professional you could tell he loved his job. Didnt rush was able to ask him question, very knowledgeable of this job. I was impressed

This service is a total waste of money. When we received reports, they were inaccurate, had so many mistakes it was unbelievable for a company in this business. We were preparing to install a geothermal system.
They recorded the number of windows & doors incorrectly.
They stated we had propane as back up heating when that was not true. Our propane furnace was removed and actually donated to Habitat, so not even on the premises. After correcting that, they stated our backup heating was electric baseboard, which doesn't exist in our home either. Then when told the geo water furnace actually comes with its own backup electric furnace as part of the system, they said "well the only thing on our software is electric baseboard and we have to chose one and that matches most closely. You have to have an emergency backup heating". Really? Your software doesn't have the capability to record electric furnace? And how many people have an emergency backup heating system in their home? So, update your software. Now we are documented as "electric baseboard backup", which is the most inefficient way to heat a home.
Another error that was repeated is that they recorded electric water heating. I told them over and over there is no electricity to our water heater, that is NO WIRE TO IT. Our water is heated by the excess heat given off by the compressor in the geo system; the tank is just used to store the hot water. Again, NO WIRE TO THE TANK - NO POWER TO IT. NOT electrically heated. Basically FREE water heating.
In the final "energuide" sticker we received today, (the last straw to motivate this review), it says hot water heating is 21% of our energy usage. This is just not true. Another error in the sticker is they recorded our energy consumption as 74 GJ of electricity (which has to be inaccurate since they recorded us as baseboard heating and electric water heating) and 7 GJ of propane. We only use propane now on our cooktop - ie hardly any usage since we are just 2 people. It is mentioned on our energuide we use the equivalent of 14 BBQ tanks of propane. Again, impossible when no propane furnace. We likely use about $30 worth of propane now.
They mentioned "space cooling 6%" on the sticker. AC with geo is basically FREE because cool water is brought from 8' below ground to cool the air in the house, not like cooling hot outside air as a regular AC unit outside your home does.
For this service and reports full of errors, we paid $791. We received a gov grant and interest free loan for our geo installation but in order to qualify for this we had to have a pre and post energy audit, so we were forced to use this type of service and Energuy was recommended on the gov site.
After sending us many reports during our dealings with Energuy, we had to have them make so many corrections, the worst of which I have documented here, but there were many more smaller errors not worth writing about. In the end the report is still full of errors after many corrections along the way. See attached pic of our INACCURATE "energuide". We are advised to stick this on our electrical panel to prove how efficient our home is now and to maybe show to a potential buyer if we sell. I don't think this would be useful.
I wish I could say don't waste your money but to qualify for this gov help you are forced to use one of the energy audit companies.
I am so happy to rate as zero stars.