Enercare Home Services

I am writing to complain about the horrible customer service received over the past several days. I believe that Enercare is in violation of our contract for Furnace Protection Plan, by a) Taking 4 days to supply service in a no-heat emergency, and b) Failing to honor multiple appointments.

We called Enercare on Thursday December 7, at 3:30 pm to report a no heat situation. We were unable to run our furnace, without flooding our basement. We were informed that our first available appointment would be Saturday afternoon evening, 48 hours later, in violation of a Same day/24 hour standard for emergency service. On Friday morning, on a subsequent call, we were told that a technician would be there on Friday afternoon. We waited at home all day, but no technician on Friday. No one called us to inform us about the no show. Then were told that we could not get a technician until Saturday Evening, 5:00 to 9:00 pm. So we waited again, without anyone showing up, and without anyone contacting us about the no show. Two Saturday appointments and one Friday appointment were violated by Enercare, which I consider to be an abandonment of our Protection Plan contract. We finally got service Monday at noon after spending four days with a broken furnace, continually cleaning up flooding. The customer service is outrageously bad. The representatives have no authority to do anything to help us, and although they promised twice to escalate the service call to management, nothing in fact was done. We pay $50.00 per month for these protection plans, but when something breaks, then we get no protection, which is in violation of this contract.