Michael from Toronto

The service was very quick from the time I placed the call to when the technician arrived. The repairs were done very quickly and efficiently. The technician was very polite and professional. Although my last service call was handled exceptionally well I am not impressed with the quality of the product as the same part (furnace Igniter) needs replacement every season or every second season. With many failures of this part on a consistent basis puts me at great risk during the winter months. A furnace failure during cold weather conditions could cause water pipes to rupture. I would recommend that Enercare source a new supplier for this part, one who's parts are more reliable.

Brock Doors and Windows, has customer satisfaction in mind. There was an error with the sizing of one window and it had to be installed temporarily as is. I spoke with Steavi Potter, the Reputation Manager, and she made sure a new window was ordered, sized and installed correctly from brick to brick. They managed the registration of my new windows with the Ontario Government to make sure I received the energy rebate as quickly as possible. Additionally, they also registered the windows with the manufacturer to activate the warranty. I would recommend Brock Doors and Windows, for anyone looking to have a seamless, and professional experience when replacing their doors and/or windows.

I have had three service calls this summer related to the Air Conditioning not working. During the first call (May) it was determined there was no refrigerant in the unit. After performing a pressure test no leak could found and the unit was filled and in working condition. In August, there was no cold air coming from the unit. Once again there was no refrigerant and it was found there was a leak in the outside 'radiator' (I do not remember the actual name for this part). It was replaced and filled once more with refrigerant and the unit was functional. The second technician noticed a black oily patch where the refrigerant was leaking. In September I experienced no cold air coming from the registers in the house. In fact there was no air at all being circulated by the furnace. This time the furnace controller board was replaced because the issue is intermittent. My rating is based because a repeat service call had to be placed for the first failure (No First time fix). Both of these two service calls meant that I had a 4 hour window in which the service technician would arrive and then he would have to actually diagnose/resolve the issue. The first call essentially took the better part of a day. The second call also took a large amount of a day for the technician to arrive (4 hour windows)and to determine the cause being the radiator. Another day was required for the replacement of the radiator because the part had to be ordered and the repair had to be rescheduled. The third service call was very similar in the controller board was not available after being determined that it was the most likely problem (this is an intermittent problem). This meant scheduling another service call on a different day for the replacement. In summary, I had three service calls and it took 5 service calls to resolve the issues meaning 5 days of my summer was used up to fix the issues. On another note, twice I left messages when placing a call to have someone call me back and I never received a call back. I had to follow up the next day with a second call to actually schedule a service window. I also have issues with quality of the products (Trane) since these units were installed in 2012 and were purchased through Direct Energy now known as Enercare. The units were the best quality products sold at the time and I chose them because they were suppose to be reliable! My experience has proven otherwise....

The good and the bad.... To begin with, the job was to replace two inside shutoff valves which I supplied. I had these two valves replaced 5 years ago and unfortunately I replaced them with the old washer style valves rather than a quality 1/4 turn ball valve... my bad, but I was also in a bind and had no choice. On a positive note, they were courteous and very professional beginning with the person I spoke to on the phone when requesting the service as well as the service technician. They did not leave any dirt behind and were very careful to not damage anything while bringing in the tools. They called prior to arriving to inform me they would be on-site very soon; actually called early to see if it was acceptable to come early as they had a cancellation, which was great. After the technician left I received a call from Mr. Rooters office within 3 hours as a follow up to inquire if I was satisfied with the “work” that was performed. On the negative side of things, they charged me a $15.00 Fuel Surcharge (tax not included), even though I live in North York not far from where this company is located. Remember they had a cancellation which meant they were already in my neighbourhood. Secondly they charged $145.00 per valve to replace them for a total of $290.00 before taxes. Remember I supplied the valves! From the time they arrived to the time they left my house was in the order of 90 minutes. Total cost including taxes was $344.65 In 2010 I replaced these same two valves (exact same work) and also replaced both outside hose valves (4 valves in total) for a total cost of $156.55 including all taxes! See “Lampert Plumbing Systems Inc.” Even if one takes into account inflation over the last 5 years, I find it difficult to justify the cost to replace only two valves with Mr. Rooter. Another annoyance was that I also received an email from Mr Rooter asking me to fill in an online survey regarding if I was satisfied with the “work”, but question regarding what I thought of the value of the work they did. Remember I already spoke to someone on the phone asking me the same information. At the end of this survey they also wanted me to complete an online survey with Home Stars or Google, hence this review on HomeStars. I doubt that a small plumbing job such as this one really warrants three different survey's.... a phone call, an online survey for Mr Rooter and an additional online review! I believe that what they are missing is called “value”, quality work for a reasonable service charge.