Dreadful service. I called on a Friday for service for a broken furnace (no heat at all). I am not a member and don't have a repair plan. When I called on Friday the representative said there would be no charge for the visit or diagnosis, I would only be charged once the repair was completed for parts and labour. I thought this was odd - I was pretty sure this wasn't correct, but I confirmed this with the rep and she said that was right. The appointment was booked for the following day between 9-1. On Saturday, a technician called me to say he would be there in 5-10 minutes. He never showed up. When I called him back over an hour later he denied ever speaking to me and said he had no record of my appointment. Odd. I called Enercare on Sat and told them the story and that no one showed up for the appointment. The new rep said that I shouldn't have been offered the free diagnostic - which i had figured - apologized for no one showing up and said someone would call me on Saturday or Sunday to book a new appointment. The rep said I was going to be called likely by a manager so that someone could "make it right" - not something I asked for, but okay. No one called me back over the weekend. On Monday I called them again. Speaking to a third rep, apparently the notes from my previous call on Saturday were that I DENIED a new appointment dated after being advised of the diagnostic charge. This is absolutely false - I wasn't even offered a new appointment, I had been someone would call me back on Sat/Sun to "make it right" and they'd book the appointment then. To be clear, I was prepared to pay for the service call / diagnosis and said as much - but given no one showed up on Saturday I did note my disappointment of the service so far. When I called on Monday the rep repeatedly told me that I would have to pay for the full price of the service call and wouldn't transfer me to a manager so that I could discuss the Saturday no-show, the Sat/Sun no-call and the inaccurate call notes from Saturday until I had agreed to pay the service price and booked a new appointment. My main issues are: 1. The initial no-show on Saturday from a technician who called me but then said he had never called me, and Enercare telling me the following day my appointment was not in their system (then how did a technician get my number and call me on my service date?!?); 2. Enercare's internal notes of my call with a rep on Saturday saying I refused a new service date because I refused to pay the price of the visit. This is a blatant misrepresentation of my call - and in fact the representative told me that he would "try to make it right" which I didn't ask him to do - and someone would call me later Sat or Sun. 3. No one called me back on Sat/Sun - and I am still without heat. 4. The third rep could not have cared less about my previous experiences and refused to transfer me to a manager until I agreed to pay the cost and book a new appointment. Again, the cost wasn't the issue, I wanted some understanding of the service break-downs and the inaccurate notes before I proceeded to book a service appointment. I told the rep on Monday that I would not be proceeding if I couldn't at least speak to a manager so that I could discuss these issues. What an absolutely terrible experience. I would highly recommend everyone avoid using this company. I certainly will never be using them again - for anything.
- Approximate cost of services:
- $175.00