My story is a lengthy one but I will try to keep it short. I signed up for the furnace maintenance package a few years earlier but it was not called Enercare it was another company to which Enercare bought out. Prior to that, I would always receive a letter in the mail stating that my package was going to be renewed automatically and if I had any concerns, or would like to opt out of my contract, I could do so. In 2017-2018 I never received a letter, an email, or text, telling me that my contract would be renewed. I had nothing sent to me about an outstanding balance with Enercare and received absolutely nothing for the year 2017-2018. I did however receive a bill in April of this year stating that I owed Enercare a grand slam total of $352.41 (tax not included) along with the new charges for 2018. So now I have set the scenario for you; this is what followed next.I call customer care and spoke with a woman named Michelle, who for lack of better words was NOT a nice "customer care" associate. Trying hard to plead my case she would have nothing to do with it and told me I owe the outstanding balance. I asked to speak to someone above her and she said that there was no one else that I could speak with, that she was the one who makes these decisions. I insisted that she put me through to her supervisor but she refused to do so. I even went as far as to ask her for the V.P. of Enercare and of course she did not give me that number either. She told me that she cannot give me any names or phone numbers that she is the only one that I can speak with and this went on for a good 15 minutes. I realized then that Michelle was not going to let me speak to anyone! So I hung up! I waited a few minutes to let my blood pressure come down and I called Enercare back. I kindly asked for the phone number of the V.P. to Enercare and the associate gave it to me with no questions asked. Now that was service (Michelle could take a lesson or two from that gentleman). Within the hour of my phone call the assistant to the V.P. called me back. Well, if it wasn't for Michelle's rude and obnoxious behaviour I would never have had the pleasure of speaking with Celia. Celia listened to my story from start to finish, (including the Michelle saga). Celia resolved my issue within a few minutes.Celia you are the kindest, empathetic, utmost caring and sincere person that I have ever had the pleasure to speak with. I just hope that this letter gets back to you and your boss so you can receive the recognition you deserve.Celia from the bottom of my heart THANK YOU!Carol LarsonP.S. Please either re-train or fire Michelle because she is doing Enercare no justice to the associates working at Enercare!
