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Enercare Reviews & Complaints

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1.4
Rated 1.4 out of 5
1.4 out of 5 stars (based on 211 reviews)
Excellent7%
Very good1%
Average1%
Poor4%
Terrible87%

Bottom line

Renting a water heater, furnace or other home appliance from Enercare is similar to buying an extended warranty as it works as form of insurance. You pay more for the product upfront and get support should anything go wrong.

However, it is a great moneymaker for providers and a bad deal for the majority of their customers and renting these appliances is not common practice in Canada outside of Ontario. Purchasing your own unit can result in substantial savings over time, according to the Competition Bureau.

Further reading: Is renting a water heater worth it?

Pros

  • No large up-front cost
  • Low monthly payments
  • They handle service and repairs

Cons

  • High cancellation and buyout fees
  • Many complaints about their maintenance and repair services
  • No coverage for damage caused by leaking tanks

About Enercare

Enercare installs, rents and services water heaters, furnaces, air conditioners and other HVAC products to 1.9 million customers in Canada and the US.

The company has its roots in the 1950s when the Consumers’ Gas Company of Toronto introduced rental hot water tanks. They worked with home builders to pre-install gas-powered water heaters to increase usage and reliance on natural gas as a source of fuel.

The Ontario Energy Board approved the deregulation of gas in 1992, which meant that consumers could purchase gas from companies other than their utility. IPL Energy acquired Consumers’ Gas in 1993, rebranding it Enbridge Consumers Gas in 1998. UK-based Centrica purchased Direct Energy in 2000 and acquired Enbridge Home Services in 2002. The Consumers’ Waterheater Income Fund (CWIF) was then created to house the water heater rental portfolio – had the highest earnings per employee in Canada for 4 years. The name was changed to EnerCare in 2011.

  • Enercare acquired Direct Energy’s Ontario services business in 2014.
  • Enercare acquired Service Experts – a chain of HVAC service companies in Ontario, Manitoba and Alberta and 29 US states – in 2016.
  • Enercare was acquired by Brookfield Infrastructure in 2018.

Interestingly, for its size and importance, Enercare Inc. does not seem to have its own Wikipedia page.

Who owns Enercare?

Enercare is owned by Brookfield Infrastructure Partners LP, a US-based, publicly traded infrastructure asset management firm and subsidiary of Brookfield Asset Management which manages over $600 million worth of assets. They purchased the company in a friendly takeover for $4.3 billion in 2018.

How much does it cost to rent a water heater from Enercare?

Ontario residents can rent a hot water tank from Enercare (previously Direct Energy) for $20 to $35 per month depending on the size of the tank. Tankless water heater rentals are commonly found in new builds and cost $35 to $50 per month.

In addition, the agreements stipulate that these charges are increased every year by the greater of 3.5% and CPI + 2%.

These rental agreements continue until the “end of the useful life” of the unit, which is from 10 to 20 years and an average of 16 years. At $35 per month, payments made during the agreement would add up to $4200 to $8400 – 3 to 6 times the installation cost of the tank (about $1500).

Further reading: Is renting a water heater worth it?

Enercare contract example

See: Terms & Conditions based on install date

How to cancel an Enercare water heater contract?

If your unit was installed before September 15th, 2010, you can terminate your agreement at any time with no buyout. You have to return it to them (free) or they will disconnect and remove it for you for $75.

Since 2010, Enercare has used a “buyout only, useful life” (BOULC) contract. The only termination option for a BOULC prior to the end of the water heater’s “useful life” (determined solely by Enercare and averages 16 years – ie. failure) is to purchase the unit at a price schedule determined by Enercare when the contract is concluded.

Example buyout schedule

Regulatory actions against Enercare and associated companies

2019 – Competition Bureau discontinues its investigation

The Bureau announced that it has discontinued its investigation due to “insufficient evidence” However, information gathered in the course of the inquiry indicated that the high required buyout prices, and the duration for which they were required, went substantially beyond the recovery of Enercare’s initial investment. It found that in 2018, Enercare had:

  • A market share of approximately 80% in a relevant market that includes rental gas-powered water heaters in the Enbridge Gas Territory. 
  • The ability to impose consistent price increases above the rate of inflation.
  • High internal rates of return 

2017 – Competition Bureau launches investigation into Enercare

Following the receipt of numerous customer complaints about Enercare’s water heater return policies, contracting practices, and alleged breaches of the 2014 commitments, the Bureau launched an investigation into whether Enercare Inc. violated the abuse of dominance provisions of the Competition Act.

2015 – Direct Energy pays $1 million penalty

The Bureau’s investigation determined that Direct Energy re-engaged in similar conduct after the consent order expired in February 2012, administering a $1 million penalty even though Direct Energy had exited the market by selling to Enercare.

2014 – Competition Bureau gets Enercare to commit to avoiding anti-competitive practices

Enercare acquired Direct Energy’s portfolio of rental customers in October 2014.

In November, the Bureau got Enercare to commit in writing to:

  • Not requiring customers to obtain an authorization number before returning their unit
  • Allowing a new supplier to terminate a customer’s account on their behalf
  • Not unreasonably restricting where and when a unit can be returned
  • Not charging unwarranted fees to switch providers or terminate contracts
  • Opening new return depots

2004 – Direct Energy fined for sales agents forging contracts

Direct Energy was fined $157,500 in 2003 after investigators discovered 25 of their sales agents were forging contracts to trap Ontario and US citizens into long-term energy contracts.

2002 – Direct Energy prohibited from anti-competitive practices for 10 years

The Competition Tribunal found that Enbridge Services (later known as Direct Energy) was engaging in practices that intentionally suppressed competition and restricted consumer choice, including:

  • a requirement to call to obtain authorization to return a rented water heater;
  • aggressive retention tactics during these calls;
  • restrictions on when and where water heaters can be returned; and
  • unwarranted fees and charges.

The consent ordered prohibited similar conduct for a period of 10 years. An investigation found that Direct Energy re-engaged in similar conduct after the consent order expired in February 2012.

Customer reviews

1.4
Rated 1.4 out of 5
1.4 out of 5 stars (based on 211 reviews)
Excellent7%
Very good1%
Average1%
Poor4%
Terrible87%

No heat … part sent here by enercare two days ago …. no body showed up to install

Rated 1 out of 5
January 10, 2022

its SATURDAY JAN 8, 2022 AND WE HAVE NO HEAT AGAIN AND I HAVE BEEN ON HOLD FOR ALMOST TWO HOURS WAITING FOR ENERCARE TO ANSWER THE PHONE . THE GUY THAT ORDERED THE PART ON WED HAD IT SENT TO OUR HOME….HE DID NOT TELL US THAT … SAID HE HOPED TO GET THE PART ON THURSDAY AND COME BACK TO INSTALL IT. PHONED ENERCARE YESTERDAY (JAN 9TH) AND GOT NO SATISACTION FROM THE CUSTOMER SERVICE REP … HE SAID SOMEBODY WOULD CALL ME BACK …. HERE WE ARE SATURDAY WITH NO HEAT AGAIN AND CANNOT GET ENERCARE TO ANSWER THE PHONE. YOU SHOULD BE ASHAMED AT YOUR LACK OF CUSTOMER SERVICE! WE ARE COLD ! SO MUCH FOR A SERVICE CONTRACT GUARANTEEING SAME DAY SERVICE .

Marilyn Hayes

Enercare lied when selling a new water heater

Rated 1 out of 5
January 6, 2022

I had previously rented a water heater from Enercare that was 11 years old and it broke in October 2021. I told Enercare to remove the broken heater and I informed them that I didn’t want another water heater from Enercare.

Enercare showed up to remove the water heater and immediately tried to install a new one. After some discussion at the door I allowed Enercare to install a new water heater at that time ONLY because the service technicians offered me a $200 incentive for purchasing a conventional water heater from them- please see the attached incentive notice they provided to me. The technicians specifically told me I would receive the incentive in the form of a $200 mastercard and receive it within 8 weeks.

I waited 11 weeks for the card and then wrote to the Enercare email address of Joe Bruno, as specified on the notice.

Joe Bruno responded to my email and stated: “You have purchased the water heater not rented, incentive for $200 offer is for new customers that rent a tank with Enercare.”

Nowhere on the the incentive notice that it state that the incentive is for new customers only. In fact, at the top of the page it states that the handout provides “Information for Enercare’s residential water heater customers”, of which I was one. I was told that the incentive was for customer retention – to continue their relationship with Enercare when the time came for the customers to purchase or rent a new water heater.

IN SUMMARY

Either:

1. Enercare technicians provided misleading information which led to my purchase of the new water heater

or

2. Joe Bruno is attempting to renege on the verbal contract by stating that the incentive only applies to new rental customers.

Jason

Crazy experience. Months to resole an issue. Still attempting to resolve

Rated 1 out of 5
January 6, 2022

Many repeat phone calls, transfer, transfer. Repeat calls after repeat, no solution. 4 months in and no solution.

I purchased from a local supplier and did not know I would have to deal with Enercare.

Avoid dealing with Enercare.

Donald Demers

Inefficient staff, inaccurate information

Rated 1 out of 5
January 6, 2022

Since moving in to this new build the bills have been addressed to the wrong owner. After several calls, emails and mailings requesting a change in information and requests for automatic billing with provision of the correct forms, nothing has been arranged or corrected.

Lisa M Beauseigle

still waiting for refund from the water heater that was removed in September 2021

Rated 1 out of 5
January 6, 2022

Multiple calls to customer service, multiple reference numbers, and no one accountable to fix it

Lori

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If you have experience with Enercare, we’re interested to know your thoughts. How long have you been with them and what do you think about their service, contracts and value? Let us know by leaving a review and sharing your experience below!

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3 comments

  1. Agree with other comments – a disaster when they took over Roy Inch’s maintenance services. You’ll be on hold for hour(s) waiting for these guys to even answer. Each appliance has to be serviced on different days. RUN, don’t walk to another service provider!

    Reply
  2. Worst service ever – -basically NO service. Waiting on hold with no results for a regular maintenace appointment. They just don’t have any available appointments etween now and 2023. How is that possible – -why take ion customers if you can’t provide the service??? My inital provider soldor was bought by enercare resulting in the worst possible experience ever. Still waiting to hear form them about what they said they would do. Please avoid at all costs!

    Reply
  3. The 2 installers who came to our house to install a new furnace cut the cable to our roof antenna. Left without telling us. Who does that??? This happened September 2021. Have been calling them since – promises of reimbursement but not one cent! Horrendous customer service.

    Reply