Bruce from Toronto

Updated: I had initially written an unfavourable review of Brock. I had requested some work to be done, and did not have the greatest experience with the initial installation. I complained, and eventually got the attention of the staff member in charge of Customer Experience (CE; title changed to protect her privacy). She was a breath of fresh air. The CE quickly rectified the outstanding issues using a crack team of installers. It's unfortunate that CE works inside the organization because I think she would make a fantastic outside sales person for Brock. She cares deeply about the reputation of Brock, and truly makes the customer feel as if their business is appreciated. My posted score on Homestar represents my entire experience from start to finish; however, if I just measured the work of Customer Experience's rep and the final installers, I would give Brock a 5/5 rating.

I've been an Enercare home service and water heater rental plan subscriber for many years. Event #1 -This year my furnace died after about 23 years of service, of which, I've been on the Enecare Furnance plan for 17 of those years. Over the years the service guys have done a great job cleaning and supporting the furnace. However, when it came time to replacing the furnance the sales, and administration groups were a nightmare to deal with. The sales person tried to sell me a top of the line furnace/air conditioner combination. I asked him if he could do better on the price, and he said "Enercare believes in fixed price offerings, so no he couldn't do better". He would, however, save me a little money on the air conditioner install. The price was so high that I decided to go out for a second quote. The second quote came in at about 60% of Enercare's pricing. It wasn't entirely an apples to apples quote, but it was close enough for me to know that I was being sold a bill of goods by Enercare. I told the Enercare salesperson that his price was over the top. He came back with basically a revised version of his quote adjusting components to match the other quote that dropped his price by about 25%. I asked him "why didn't you offer this deal originally?". No real response was forthcoming, so I decided to go with the other vendor. They did an excellent job installing the system, and I'm completely happy with the purchase. Event #2 - Once I decided to go with the other vendor, I needed to cancel my support agreement for the furnace. I called up the rep at Enercare to cancel, and was told "oh sir, your contract anniversary date was two months ago, if you cancel now, you will need to pay us for the remaining ten months". I go "but I thought this was a month to month contract". The rep then went on to tell me that it's actually an annual contract that is billed monthly. I asked the rep to put me on no renewal, and I would just let the contract run out. The response "sorry sir, we can't do this. You need to call us 3 months before the contract is due and then we'll mark you as don't renew. I was surprised by the response given the fact that no one would design an IT system that wouldn't allow a non-renewal flag setting to be set at any time. I can see where this is all headed. I will call them in the fall, and they'll pass my call to various areas of the company to "upsell" me on keeping my plan. Event #3, my girlfriend's house suffered a significant flood in the basement that caused her gas heater to fail. She is on a rental plan with Enercare. The Enercare service guy shows up and says the heater needs to be replaced. This is the first time an Enercare has had to come to look at the gas heater in 6+ years - the last time being when her old unit needed to be replaced. The service guy calls the sales guy, and the sales guy tries to convince her to stay on the $25/month rental plan rather than buy a new unit. According to the sales person, it's too expensive to buy a new unit ($1800), and that she has all the benefits of the care-free service plan on a tank that is expected to last 15 years. My girlfriend signs, and then calls me. I tell her to drop the rental plan and buy a new tank. She calls the salesperson to cancel, and he tells her that she still owes $1000 on the failed tank. She tells him that after 6+ years to owe $1000 on a commodity that costs possibly $1200 (worse case) is ridiculous. He then goes on to tell her about the benefits she's had with worry -free service over the past 6 years. Another ridiculous defense of very questionable sales and operating practices. Neither my girlfriend nor I will ever use Enercare again. Their rental plans/homecare plans with APR's >20% put them in the operating class of an "Instant Cash" business. Avoid at all cost if you can afford to do so.

I have spent many years on the home service plan of another company. When my furnace finally quit this year, I decided to get prices from both the incumbent company, and Convertible. I chose the later because of its reviews on Homestar. The bake-off between the two companies was quite interesting. The incumbent offered me the most expensive furnace and AC in its catalog. When I requested a lower cost option, he pulled out a price list that basically had about a $2000 spread between the unit he was showing me and their "low cost" unit. Marnie from Convertible arrived at my home, looked at the situation, and without knowing what the other company had proposed offered me an 3.5 ton Amana and A/C at a significantly reduced price (i.e. the middle of the pack option that I had requested of the other company). She had me sold at "hello". Next came the installation experience, Convertible's install team arrived on-time on the day they were supposed to (checkmark #1); the installers were friendly and helpful, and offered some suggestions to improve the configuration that Marnie provided (checkmark #2); they placed rugs on the floor to prevent damage to my upstairs (checkmark #3); and they worked diligently without complaining -both inside and outside the house - on a day that was raining cats and dogs (checkmark #4). What a fantastic installation experience! And of course, it all lead up to having the furnace running in my house. For the past 8 years I've been living in a landlocked iceberg because my furnace and blower were so inefficient. My house never seemed to warm up. The new furnace actually heats the house effectively and quietly. I couldn't be happier.

I did research on the internet about duct cleaning companies and their certification with NADCA , CanaDuct had a lot of great reviews from their customers and were certified with NADCA. I called and booked a appointment with the receptionist and she catered to my schedule as best she could, The tech arrived greeted us and was very pleasant. He had the skill and the ability of a qualified tech, and had performed an impressive job in my home.