Amanda, Toronto

We haven't had hot water in a week. Sunday- tech diagnoses problem and orders new water heater Monday - crew arrives and installs new water heater Tuesday - no hot water. New tech says, "oh, you didn't need a new water heater! You needed a new valve. I don't have that. We'll order and install tomorrow" Wednesday - No hot water. New tech arrives. Says "oh, that's not the part you need. You need a different part. I'll order it and install tomorrow" Thursday. As of 1:00 pm No hot water, no call from Enercare tech and no follow up from customer service. When you call the customer service line (which I have done 4 times), they tell you they can't communicate with the techs in the field and this is a matter for their district office. They can't give you the number of the district office so you have to just wait, wait, wait. In all of this back and forth only ONE EMPLOYEE said she was sorry this had happened. Enercare: You need to get your house in order. Re-train techs to appropriately diagnose issues. Have parts more readily available for your techs so they can finish the job. Look at your tools for communication and for Goodness sake, train your customer service teams to empathize and apologize! Empower them in the art of customer service recovery.

I just wanted to thank you again for everything you did to ensure we were satisfied with our paint job. From the intital quote to the paint matching to the final clean up, you really went above and beyond. Your friendliness and dedication to our job- not to mention the paint itself- makes it easy to refer you to our friends and family in the future.