Sandpiper Energy Solutions

We have been renting the same Hot Water Tank monthly for our home since 2011. The company that we rent from has changed hands twice I believe since then. At first we received monthly statements, then that vanished approximately 6 years ago without notice, during a company change. We only noticed an automatic withdrawal from our bank account.
Recently (September 2021), we noticed we were doubled charged for that particular month. I contacted Sandpiper immediately and they seem to be perplexed. For 3 months now I have been trying to be refunded for a months worth of rental charges (it is now December and we have had 13 months worth deducted from our bank account in this calendar year. The only response I get from Customer Service is an email requesting a 5 star review which I obviously refuse to give.

I took over a Sandpiper rental hot water heater when taking possession of a new home, at which time I decided to purchase a new hot water heater from Sandpiper.
Sandpiper installed the new hot water heater, at which time I asked them to cancel our account and rental - because obviously, there is no rental unit left in the home.

3 months go by, and I am still trying to get them to cancel the account, meanwhile incurring charges each month they dont cancel.

It stands to reason, if a customer purchases a new unit, that the old unit should be taken off of the account, no?

Horrible service so far, with each call ending with a promise to cancel. The issue is unresolved at this time.

The best decision I made was purchasing the unit outright: I didnt think I would have to deal with Sandpiper each month otherwise! Turns out...I need to call each month to have them cancel the rental that no longer exists.

I purchased a house from the original buyer. Sandpiper sent me a "Letter of Assumption" that said, in part, "Sandpiper Energy Solutions" is pleased to extend to you its rental program on all the Equipment, subject to the Rental Agreement....".

I have called Sandpiper many times only to be told that they do not have a copy of the rental agreement. Neither the former owners nor the builder have a copy. I was reluctant to sign the Letter of Assumption on that basis. I submitted a letter offering different ways to resolve the problem. The letter was ignored and I was threatened with legal action if I did not sign the letter.

Several calls produced no satisfactory result.

I contacted the lawyer who represented us in the purchase who confirmed that my expectation was justifiable. The problem is that I do not wish to end up with a messy conflict over the matter. It's not worth it.

I have no complaint about the water heater and I have no experience with any service requests.

Ultimately, I signed the letter and paid the bill in full. I asked the accounts receivable person to pass on my comments to management as the entire situation does not make any sense. After reading other comments on this page I'm going to hold my breath the the heater continues to work over the next nine years that I am now responsible for.

I called to make a change to the billing process for my hot water tank rental. The customer service rep. was helpful and knowledgeable. He directly assisted me and made the changes I requested in just a couple of minutes… GOOD WORK!
Thanks

DO NOT ENGAGE IN BUSINESS WITH THIS COMPANY.
We were "forced" to assume the rental of an on-demand water heater from the previous homeowner, (still haven't been able to obtain a copy of the rental agreement) who as "the builder", got the unit at a discount after committing to a 15 YEAR RENTAL AGREEMENT. The heater went out within the first month of our ownership - leaving us stranded with visitors in from out of town. We called for "emergency service" first thing Saturday morning at 7:30 AM and were assured we'd hear from the service tech at 8:00 AM when the office opened. Called back at 9:00 AM when we hadn't heard anything - were assured the team was "working on it" and we'd hear from someone shortly. Called back at 10:30 AM when we hadn't heard anything - were assured we'd hear from someone ASAP. Heard from "dispatch" at 11:30 AM that they were in touch with the Service Tech and would relay that this was an Urgent Service Request and call us right back. Called at 1:00 PM PM when we hadn't heard anything and were advised our service request issue would be prioritized. Called again at 3:30 PM when we hadn't heard anything - only to learn that there was no Service Tech and they were actually working on finding a service provider. Received a call at 5:30 PM advising they were unsuccessful in arranging repair service and since no Service Techs work on Sundays, ours would be a "Priority Request" which was already scheduled for first thing Monday morning at 8:00 AM when the office opened. Called at 9:15 AM when we hadn't heard from anyone - and was assured the Service Tech had been contacted through dispatch and would call within 15 minutes to SCHEDULE AN APPOINTMENT. Called back at 10:00 AM as we hadn't heard from anyone...

If you haven't noticed the pattern yet, it's the basic, "Tell the customer what they want to hear to get them off the phone, (as these calls may be recorded for training purposes) and hope someone else takes their call the next time around". If you like being the can that gets kicked down the road for someone else to deal with (and not having hot water while you've got guests in from out of town, these guys are great), otherwise

THE SERVICE LEVEL IS LESS THAN TERRIBLE, IT'S SOMEHOW PROACTIVELY BAD - AVOID THIS COMPANY AT ALL COSTS

Christian was extremely helpful and patient. Helped me set up online payments I would recommend sandpiper very quick to repair as well as help with any issue. Highly recommend this company

Hi I'm in Milton-Ontario L9T9A6
This compagnie I've talk to them over 08 times With some scenarios unfortunately nobody even Manager wanted to resolved it , e-mail them my bank account transaction to be fair and let them know that on 15th of June 2021 them one twice transaction in my bank account and on 21th of jun another transaction with some amount to cover a single bill and one transaction of 15th was debit and other of 21th of jun put me in NSF because I didn't have enough money in my bank, to cover two transaction surprised for a bills that normally i paid $50,06 each month instead of them come twice ti make $100.12 , so my bank charge me $48 because of them . I explained them calls them 08 time but I'm surprised today Jul 17th this compagnie send me another double bills $100,12 that I'm late with my previous bill instead of some $50,06 as usually that I pay each month , and I was even expecting no bills to come because them put me in NSF last month instead of one payment of $50,07 them charged twice $50,06 on 15th of jun and another $50.06 on 21th of jun ( the transaction on jun 21th didn't debit that cause my bank to charged NSF of $48 )
Why them send the $100,12 for July bill ,they are wrapped off people money and pretend to be a good customers but if them didn't something wrong not take step of responsibility to fixe I will not recommend to nobody and anyone to be carefully considering my story.

#1 Worst company in Canada. Customer service is horrible. Issues never resolve. There's no tracking of the issues. Every time call has to explain the same thing and they say we will get back. After a week no reply, when we call back again they havnt know the issue. Its new fo them and the history repeats.
Most expensive rental company with no Service.
within 1 year of installation water heater down and they have no spare part to fix it and takes 2 weeks to fix,
I do not recomend this company even they offer 1/2 price for the service,

A perfect job. Quick and fast and the AC is running smoother that it was before. Would definitely call them again to if it needs any repairing. Thank you for your service! Greatly much appreciated!

Dont even think about going with this company. Terrible customer service, super expensive and many more. Unfortunately the previous owner of my house has a long term contract with these guys. Compared to other providers, these guys are super expensive and they didnt show up in an emergency situation right away. They showed up after three days. Also the water keeps turning cold and fluctuating in temperature. A lot of water is wasted to get to the right temperature. Its torture to have a 10 min shower. Long story short dont hesitate to look elsewhere.