I’m in Kingston, Ontario, and wondering whether anyone has dealt with a similar situation with Enercare or has advice about my rights as a consumer.
Here’s what happened:
Saturday, October 24: I discovered that my rented Rinnai tankless water heater was leaking. Water had accumulated in the utility closet and spread into an adjoining bedroom, soaking part of the carpet. I called Enercare’s emergency service line, but was told nobody could come until Monday afternoon. I spent the weekend trying to contain the leak and prevent further damage.
Monday, October 26: An Enercare technician finally arrived. He said he would have preferred to replace the unit, but his manager had instructed him to repair it instead. He shut off the hot-water supply and ordered a replacement part.
Repair timeline: The technician said the part might arrive Thursday, but there was no confirmed repair date. When I called customer service, I was told restoring hot water could take anywhere from five days to two business weeks.
No functioning showers: Since the technician shut off the hot water, neither of our two showers works at all—not even on the cold setting. Cold water still runs from the sinks, so my elderly mother and I are reduced to washing at the sink.
Cancellation: I asked Enercare to release me from the rental agreement so I could purchase my own water heater and arrange installation. The representative told me I would have to pay over $2,000 to cancel or buy out the broken equipment.
I’m paying approximately $58 per month for the rental, for over four years, which includes repairs and maintenance. The equipment has now caused property damage, and we’re facing potentially weeks without hot water or functioning showers. I’ve also had to take time off work to deal with the situation.
I’ve spent hours dealing with customer service, including lengthy holds, and have been unable to get a clear resolution or speak to someone with authority to make a decision.
Has anyone successfully gotten out of an Enercare water-heater rental agreement without paying a buyout when the equipment failed?
Does anyone know whether Enercare has contractual obligations to restore hot water within a reasonable period, particularly when its equipment has caused property damage?
Has anyone successfully obtained compensation from Enercare for water damage or expenses incurred because of delayed service?
Is Consumer Protection Ontario the right avenue, or should I be considering Small Claims Court or another form of legal action?
Does anyone know whether a plumber can safely restore cold-water flow to single-handle showers while keeping the leaking heater isolated?
I’m particularly interested in hearing from people in Ontario who’ve dealt with Enercare, rental water-heater contracts, or similar consumer disputes.
Any advice or experiences would be greatly appreciated.
