Enercare Home Services

We have a Cooling Maintenance Plan and an upgraded Heating Maintenance & Protection Plan.

Last year – 2012 we had no problems with the maintenance done on the Heating & AC.
This year – 2013 what a nightmare! First our heating plan we were charged the full amount for the maintenance although we had been paying our plan. Called Direct Energy to reverse the charge and nothing was done to reverse the charges.

I then contacted Enbridge Billing Department to launch a dispute claim against Direct Energy. The reversal was then processed. Issue resolved.

Now for the Central Air Unit (installed 2001), maintenance was performed on May 17/13.

We were told by the technician that the outside compressor kicks on and shuts right down. We would need to book a service call but the cost of work would be very expensive and the best alternative is to have the Central Air Unit replaced. So a sales call was placed.

Reeling from the news, the next day the Central Air Unit dried and my husband turned the breakers on & off and the Central Air Unit has been working beautifully ever since. The Central Air Unit was really dredged with water by the technician and could have tripped the breakers.

The technician was very courteous but maybe not familiar with the Amanda model and the electrical connection to the breaker panel. Maybe the electrical breaker should be added to the checklist rather than suggesting a full Central Air Unit replacement (Cost between $3,000 - $6,000).

Seeing that the Central Air Unit now works and the technician didn’t complete all tasks indicated on the check list. I called Direct Energy back saying that the Central Air Unit in fact does work and another technician should come back to complete the work on the checklist.

I was passed to a Supervisor who sounded a million miles away to be told if the technician didn’t indicate another visit then there will be no visit. If I wanted another visit I would have to upgrade to the Protection Plan and another visit will be scheduled.

This is totally unacceptable customer service.

Based on other reviews since these plans are locked in until anniversary date - mine Feb 09 and Feb 12/14 respectively I have little choice but to remain on them and will be providing instructions prior to the anniversary dates to cancel the plans and go to a more experience Heating and Cooling Company familiar with Amanda Central Air and Furnance products to perform the maintenance/protection.

Oh, I do have a choice and that is to upgrade to a 3in1 plan and I can then cancel within 30 days but I didn’t take the bait as I’m not sure what the catch is - I might be locked in for life. I will also let Enbridge Billing know not to accept payment from Direct Energy for these maintenance/protection plans effective Feb 01/14 onwards.