Greg McDowell in Toronto

Last week we had booked an appointment with Enercare to have our ducts professionally cleaned. When we booked our appointment we were given a window of 11am - 4pm this past Saturday. To prepare for the duct cleaning we removed all the duct covers and moved all the furniture for easy access for the Enercare technician. At 3;45PM on Saturday I called the same telephone number that I had used to book our appointment, the customer service agent asked me my name, address, cell number email addy for verification purposes; I proceeded to explain that we booked the appointment and waited all day but were growing concerned as it was nearly 4pm and there was no call or update. The customer service agent then told me he would have to pass my call to the service department and they would be able to assist me. I waited on hold and then gave my name, address, phone number and email addy and explained the story again, you guessed it I was told I was sent to the wrong department I needed the sales department. At this point it is now 4:10pm and I have been on the call for 25 minutes and my level of frustration was beyond. I ended up speaking with the sales department and again verified who I was and explained the story and the number of departments that I had been passed between. The agent I spoke with was very apologetic but told me he would have to pass my call back to service. I told the agent he would have to have a manager available to help me with my problems. The agent did not have a manager but he did open up a complaint file and gave me the file number and a phone number to call and this department (customer service) would definitely be able to resolve this problem and locate the missing technician. I decided to wait a few more minutes, just in the event the technician actually showed up, now it was 4:45pm. I called the number and again verified my identity and gave the agent my complaint number. The agent placed me on hold for 5 minutes and then came back and told me I would hear back in 3 to 5 business days later. I asked the agent "are you not able to call the technician or verify if he or she is okay"? The agent said they did not have the ability and she was very sorry for my inconvenience and then offered me a one month credit for our Hot Water Tank rental ( approx $12.00). I told the agent that we waited 5 hours on a Saturday and I have now been through all of these calls and you have the nerve to offer me a $12.00 credit! I asked the agent to transfer me to her manager, she replied that she was the manager. I told her that we expected a telephone call that evening from a manager who could explain what happened, reschedule the appointment and offer us a 50% credit for the Duct Cleaning service. The "manager" responded that she could not make that determination and that someone would be calling me back. Well here we are 48 hours later and there was no call and no explanation from Enercare. We are beyond disappointed with the lack of professionalism and lack of courtesy and customer service from Enercare. We felt that it was very important to share this with the buying public as we rely on HomeStars when sourcing services.

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