Enercare Customer Care: A Practical, Expert Guide

Who Enercare Serves and How Customer Care Is Organized

Enercare is one of Canada’s largest home services and sub‑metering providers, supporting residential HVAC, water heaters, plumbing, protection plans, and multi‑residential electricity/water/gas sub‑metering. Customer care is split between two main streams: Home Services (repairs, maintenance, rentals, and plans) and Sub‑Metering (individual suite billing and metering inquiries). Knowing which stream you fall under gets you to the right agent faster and avoids handoffs.

Emergency triage is available for no‑heat, gas smell, water leaks, or unsafe equipment conditions, while non‑urgent booking, billing changes, and plan questions are handled by general support. The quickest digital entry points are the contact page at https://www.enercare.ca/contact and the customer portal at https://myenercare.ca. Sub‑metered residents can also use the portal to view bills, set up equal billing or AutoPay, and update contact details without waiting in a queue.

Hours, Channels, and What to Expect

Enercare maintains 24/7 emergency intake for critical issues like no‑heat during winter, burst pipes, or carbon‑monoxide alarm events; non‑emergency customer care typically operates standard business hours on weekdays with limited weekend coverage for booking. Actual hours can vary by region and service line, so check the posted schedule on https://www.enercare.ca/contact before you call or chat.

For same‑day service, calling early in the day usually yields more appointment options. During cold snaps and heat waves, expect higher call volumes and tighter technician capacity; in those periods, online self‑booking (when available for your service type) can be faster than waiting on hold. For sub‑metering billing questions near due dates, contact a few business days before the payment deadline to avoid late‑payment cascades.

If you prefer not to call, the portal at https://myenercare.ca supports many tasks: updating payment methods, downloading invoices, booking maintenance (for eligible plans), and tracking upcoming appointments. Keep your email notifications on so you don’t miss pre‑arrival alerts or any requests to reschedule.

What to Prepare Before You Contact Customer Care

Having the right information ready shortens calls and accelerates dispatch. The agent will verify your identity and property details before discussing equipment, rental terms, or billing. If you’re a tenant in a sub‑metered building, have your suite number and building code (from your bill or welcome letter) ready.

For service bookings, a brief, factual description of the issue (what you hear/see/smell, error codes, when it started, and what you’ve already tried) helps triage the urgency correctly. Photos of error codes on thermostats or equipment labels can prevent a second visit for parts.

• Account and property: customer or account number, full service address, primary phone, and email exactly as shown on your latest bill or plan documents.
• Equipment specifics: make/model and serial number of furnace, AC, boiler, water heater, or thermostat; filter size; last maintenance date.
• Access and safety: entry instructions, parking details, pet notes, and confirmation an adult (18+) can be on site during the window.
• Billing: latest invoice amount and due date, payment method on file, and any confirmation numbers from recent payments or plan enrollments.
• Photos and codes: thermostat error codes, breaker panel labels, or pictures of any leaks, corrosion, or vent blockages.

Booking Service and Handling Emergencies

For life‑safety concerns—smell of gas, visible arcing, or a carbon‑monoxide alarm—leave the premises and contact emergency services first. Then alert Enercare so they can make the equipment safe and coordinate repairs. For no‑heat in winter or no‑cool during extreme heat, customer care will prioritize earliest available windows and may provide temporary mitigation steps (filter checks, thermostat resets) while you wait.

For routine maintenance (e.g., annual furnace or AC tune‑ups), plan 2–3 weeks ahead outside peak seasons. Many protection plans include one annual maintenance visit; using it proactively maintains manufacturer warranty compliance and reduces emergency calls later. Same‑day or next‑day bookings are often possible for water heater failures given the impact on hot water availability.

Billing, Plans, and Sub‑Metering Support

Home services billing typically follows a monthly cycle, either as a standalone bill or combined with other services on your Enercare account. If you’re on a protection plan, confirm what’s included before scheduling to avoid out‑of‑scope charges (for example, thermostat replacements may be excluded on some tiers). Keep an eye on email or portal notices before scheduled work; if parts are needed, Enercare may reschedule to align with parts availability.

Sub‑metered residents receive individual utility bills for their suite’s consumption. You can usually enroll in e‑Billing, set up AutoPay, and download past statements via https://myenercare.ca. If your building is newly commissioned, expect a first “catch‑up” bill that may cover more days than a standard cycle; afterwards, cycles normalize (typically 27–33 days). Dispute any anomalous reads promptly—within the same billing cycle—so a meter check or re‑read can be scheduled without delay.

Moving, Landlord/Tenant Changes, and Access

If you’re moving, notify Enercare well before the possession date so service, plans, and rentals transfer smoothly. For home sellers with rented equipment (e.g., water heaters), disclose rentals on the MLS listing and in the Agreement of Purchase and Sale so the buyer can assume or arrange alternatives. Missing this step can delay closing if a lien or equipment interest needs discharge.

In multi‑residential buildings, tenants should update mailing and email addresses as soon as a move‑out date is confirmed to avoid final bills going to the wrong place. Landlords or property managers typically require written tenant consent to discuss a tenant’s sub‑metered account due to federal privacy law (PIPEDA). Provide that consent early if you need a three‑way call to resolve billing on move‑out.

Rentals, Protection Plans, and Typical Cost Ranges

Enercare offers monthly rentals (common for water heaters and boilers) and protection plans for HVAC and plumbing. Market‑typical rental ranges for conventional tank water heaters are often in the low‑to‑mid tens of dollars per month, with higher monthly fees for power‑vented or tankless units. Protection plans are usually priced by system and tier (heating only vs. heating and cooling, with or without maintenance), and can be cost‑effective if you value predictable budgeting.

Exact pricing, promotions, and service bundles change by region and season. Always confirm the current monthly fee, included services (parts, labour, maintenance), and any service call deductibles on https://www.enercare.ca before enrolling. Ask the agent to email a summary of inclusions and exclusions so you can compare against your equipment’s age, repair history, and manufacturer warranty status.

Cancellations, Buyouts, and Selling Your Home

To cancel a rental or plan, request a written summary of your remaining term, any early termination charges, and the equipment return or buyout options. For water heater rentals, you’ll typically choose between scheduling Enercare to pick up the old tank or purchasing the equipment (a “buyout”). If you’re replacing equipment with a contractor, coordinate the pickup window so you’re not charged extra months while the old unit sits in storage.

When selling a property with rented equipment, disclose the rental in the Agreement of Purchase and Sale and either transfer the agreement to the buyer or complete a buyout before closing. Ask Enercare for a payoff or assumption letter in writing and share it with your lawyer and the buyer’s lawyer. Start this process at least 10 business days ahead of closing to avoid rush situations.

Escalations and Consumer Protections

If an issue isn’t resolving, escalate systematically: first to a supervisor, then (if needed) to the Office of the President or customer relations team. Keep a log with dates, ticket numbers, promised callbacks, and names—it strengthens your case and speeds internal review. Written follow‑ups via the portal or email create a clear paper trail.

Ontario bans unsolicited door‑to‑door sales of most HVAC equipment and water heaters as of March 1, 2018. If you believe you were enrolled through prohibited door‑to‑door tactics or misrepresentation, you may have enhanced cancellation rights under Ontario consumer protection law. For billing disputes tied to electricity or water sub‑metering in multi‑residential buildings, your property manager and Enercare should coordinate a meter test or re‑read; if you still can’t resolve it, consider provincial consumer protection channels.

• Start with Enercare: request a supervisor review and a written case summary with timelines for resolution.
• Document everything: photos, invoices, technician notes, and any safety tags left on equipment.
• Escalate externally if needed: use provincial consumer protection resources (e.g., in Ontario, file a complaint with Consumer Protection Ontario) for contract and sales‑practice issues.
• For emergencies, prioritize safety: evacuate for gas smell or CO alarms, call local emergency services, then notify Enercare to secure and repair equipment.

Privacy, Security, and Data Access

Enercare agents must validate identity before disclosing account details. If you want a spouse, roommate, or contractor to discuss your account, add them as an authorized contact in writing. This is especially important for sub‑metered accounts where the billing party and the occupant might differ.

For copies of bills, service histories, or contracts, the fastest route is the portal at https://myenercare.ca. If you need a full account history for a sale or insurance claim, request it in writing and allow a few business days for compilation. Always keep your equipment invoices and maintenance records—many manufacturer warranties require proof of annual service.

Key Takeaways

Use the right channel for the right need: emergencies by phone, routine changes and document requests via the portal. Prepare account identifiers, equipment details, and access notes before you contact customer care—this measurably reduces back‑and‑forth and shortens resolution time.

For the most current phone numbers, hours, and region‑specific options, start at https://www.enercare.ca/contact. If you’re moving, selling, or considering cancellation, begin 10 business days ahead, get commitments in writing, and keep all reference numbers until the final bill is settled.

How do I pay off Enercare?

If you have a 10-digit account number here are your options:
Online Banking to: “Enercare Home Services (10 Digit Acct)” Make a one-time payment by calling collections team – 1-833-743-5019. Send a cheque by mail to: Enercare Home Services, PO Box 9925 STN A, Toronto, Ontario M5W 2J2.

How do I get rid of my Enercare water heater?

c) Removal and Disposal – if the Water Heater has reached the end of its useful life and we are not installing a replacement Water Heater, you shall at such time own the Water Heater, and if you wish for us to disconnect and/or dispose of the Water Heater, you must contact us by calling 1-855-810-2296 to make such …

What is the alternative to Enercare?

Enercare Home & Commercial Services’s top competitors include Knight Plumbing, Heating and Air Conditioning, Thomson Industries, and HOP Energy. Knight Plumbing, Heating and Air Conditioning provides heating, ventilation, and air conditioning (HVAC) services. It offers plumbing, drain cleaning, water line replac…

What number is 1800 266 3939?

If you detect any damage, contact Enercare Home Services at 1-800-266-3939.