Irated in Markham

I moved into a new house and there was no hot water. I called sunwave numerous times to get this issue resolved - I was told by the builder that the hot water tank is a rental from Sunwave. It has been 11 days now since this issue was first observed and it is yet to be resolved. They have asked me to contact their subcontracted maintenance service directly to get this issue resolved as they are not able to get a hold of them! I called in again today and the customer service rep completely obsolved herself from any responsibility of this mess and was quite rude. She told me that she is just a messenger and will send a message to the service company. I have been hearing this for a while now from their customer service department but there has been no progress in resolving this issue. Is it their subcontractor that I pay for the service or them? If they are just a messenger then what is point of having them in the chain? This is the height of unprofessionalism and indicative of a company that has no regard for its customers. Stay away from this company if you can!

I called in today to cancel my 3-in-1 protection plan that I got about a month ago and I am told that I have been signed up for a 1 year term and I will have to pay the remaining term. I was never told on call that I will be signing up for 1 year term and that I had to cancel within the next 20 days to not incur any charges. I was also not told that cancelling the service within one year would require me to pay the remaining part of the term. I am told by the contract representative on call today that all this information should have been in the welcome package but I never received a "Welcome package" that was supposed to indicate these terms and conditions. I had a major issue with my furnace that I was refused service of by their technician. I was told it is not covered under the protection plan and that I will have to pay them $2000 for fix. Again, this is something that was not indicated to me in writing that parts like heating coil are not covered. I had decided at that time about 2-3 weeks ago that I will not be keeping their service and had informed their technician of it. I was just too busy getting my furnace fixed from another contractor. Had I been told in writing that I need to cancel the plan within 20 days, I would have done so about 2-3 weeks ago. Now I am told, I need to pay them for a year worth of service before I could cancel - a service that did not serve me one bit! Is this how a big business like Enercare wants to deal with their customers? Is it even legal to make someone bound to the terms that are neither shared in writing nor clearly stated over the phone? I'd expect something like this from a street vendor but not a reputed business like enercare! They have lost all my respect. I feel like I am getting swindled! Stay away if you can!