Our Maintenance Plans include:
- An initial 8-point inspection, followed by a comprehensive 22-point inspection when issues are suspected
- A fully licensed and certified Enercare technician to recommend best action, in case of identifying any early problems
- A HomeCare Report, which is a comprehensive assessment of your equipment so you see how your system is operating and can make informed decisions
Our Heating and Cooling Protection with Maintenance include:
- Annual inspection to identify potential problems and avoid unexpected equipment breakdowns for furnaces, air conditioners and boilers.
- Year-round coverage of your equipment in case of a breakdown with extensive parts and labour‡ on all major models and brands
- Same day service. Just call by 5:00 PM and we’ll be there as fast as the same day †
- Unlimited number of service calls and no extra charges for evening or weekend service calls
What parts are covered under a protection plan with maintenance?
Heating Protection Plan with Maintenance
Aquastat Controls, Automatic Vent Damper/Motor, Blower/Blower Components, Condensate Pumps, Door Switch, Electric Ignition System, Fan Control, Fan Motor, Flame Spreader, Flow Switch, Fuel or Air Flappers, Furnace Low Voltage Circuit Fuse, Gas Appliance Regulator, Gas Burner and Orifices, Gas Control Valve, Heating Circuit Transformer, Hot Surface Igniter, Ignition Runner Bar, Internal Wiring, Limit Controls, Pilot Burner, Pilot Tubing, Pressure Relief Valve, Primary Circulator/Pump, Pulley and Belt, Relay, Roll Out Switch, Summer/Winter Switch, Thermocouple/Generator, Vent System Pressure Switch Tubing and Ventor or Motor Assembly.
Cooling Protection Plan with Maintenance
Add-on Fan Centres, Add-on Indoor Fan Relay, Capacitor, Compressor**, Condensate Pumps, Condenser Coil**, Condenser Fan Motor, Cooling Contactor/Relay and Evaporator Coil, Filter Driers, Service Valves, Fan Blades, Internal Copper Tubing, Internal Electrical Wiring, Low Ambient Temperature Sensor, and Thermostatic Expansion Valves.
Our Protection Plans include:
- Plans include extensive parts and labour on all major models and brands
- Same day service. Just call by 5:00 PM and we’ll be there as fast as the same day.†
- Unlimited number of service calls and no extra charges for evening or weekend service calls
What parts are covered under a protection plan?
Heating Protection Plan
Aquastat Controls, Automatic Vent Damper/Motor, Blower/Blower Components, Condensate Pumps, Door Switch, Electric Ignition System, Fan Control, Fan Motor, Flame Spreader, Flow Switch, Fuel or Air Flappers, Furnace Low Voltage Circuit Fuse, Gas Appliance Regulator, Gas Burner and Orifices, Gas Control Valve, Heating Circuit Transformer, Hot Surface Igniter, Ignition Runner Bar, Internal Wiring, Limit Controls, Pilot Burner, Pilot Tubing, Pressure Relief Valve, Primary Circulator/Pump, Pulley and Belt, Relay, Roll Out Switch, Summer/Winter Switch, Thermocouple/Generator, Vent System Pressure Switch Tubing and Ventor or Motor Assembly.
Cooling Protection Plan
Add-on Fan Centres, Add-on Indoor Fan Relay, Capacitor, Compressor**, Condensate Pumps, Condenser Coil**, Condenser Fan Motor, Cooling Contactor/Relay and Evaporator Coil, Filter Driers, Service Valves, Fan Blades, Internal Copper Tubing, Internal Electrical Wiring, Low Ambient Temperature Sensor, and Thermostatic Expansion Valves.
Electrical Protection Plan*
Components within the electrical panels, Doorbell system repair1, Fluorescent fixtures2, Interior wiring, Outlets, Pot light repairs, Receptacles, Switches, Power surge and Remote controls
Need more details? Read our full Terms and Conditions.
Plumbing and Drains Protection Plan
Coverage of piping and drains inside your home, Waste drains within the boundary of your property to the connection point to the main municipal drain, Diagnosis and repair of hot and cold water pipes, outside hose bibs, stop and waste valves, piping to your humidifier and refrigerator, Diagnosis and repair of blocked toilets, sinks and showers, Diagnosis and repair of moving parts within the toilet tank, Diagnosis of blocked below-grade wastewater drains, If required, a once-per-contract year auger and camera scope of each blocked below-grade drain
Need more details? Read our full Terms and Conditions. 15% discount off our current parts and labour charges for permanent below-grade drain repairs and a 15% discount on fixture upgrades and improvements3 Diagnosis and repair of hot and cold water pipes, outside hose bibs, stop and waste valves, piping to your humidifier and refrigerator, blocked toilets, sinks and showers, moving parts within the toilet tank, blocked below-grade wastewater drains, coverage of piping and drains inside your home. Need more details? Read our full Terms and Conditions.
Video-enabled cell phones can also view recorded clips and receive video-clip email attachments of new video events, if the service provider allows video emails.
Please note, data charges by your service provider can be significant for using video features on cell phones when you are not connected to a WiFi network.
No, only Enercare Smarter Home IP cameras are supported.
You can set up a schedule for your Smart Thermostat at www.alarm.com/CAN/Enercare. Navigate to the Thermostats page, then click on the gear icon on the Smart Thermostat card. From there, you’ll click on the Edit Schedule link to set up a schedule. Once you’ve set up your schedule, make sure that you also have Schedule mode turned ON.
With typical use, the Smart Thermostat will last well over one year.
Variable-speed systems change the fan speed to push more or less hot or cool air through the vents. The Smart Thermostat can control many variable-speed HVAC systems that use standard 24-volt wiring (for example, with R, G, Y, W, C wiring). However, there are some exceptions. Certain variable-speed HVAC systems use proprietary communication between the thermostat and the main HVAC system to enable variable-speed control, which limits their compatibility with other thermostats.
Your Enercare Energy Management Consultant can inspect your HVAC system and let you know if it is compatible with our Smart Thermostat.
Yes, your Smart Thermostat is compatible with up to three stages of heating and two stages of cooling.
No, the leak sensor is only available through the Smarter Home Essentials Plan, which comes with a leak sensor as well as a thermostat and a hub.
Boiler
Gas and oil-powered units are especially dependent on a home’s ventilation system. Chimney vented boilers vent exhaust naturally through a chimney whereas power vent and direct vent boilers use fans to push exhaust through vent pipes and can be vented through a roof or a side wall. Condensing boilers are among the most efficient and are excellent options when considering long term cost.
Boilers with an ENERGY STAR label can be up to 19% more efficient than models that simply meet the U.S. federal minimum standard for energy efficiency.1
A boiler’s efficiency rating is dependent on how much fuel is wasted and how much fuel is used to produce a specific amount of heat. This is measured by something called the Annual Fuel Utilization Efficiency Rating (A.F.U.E.). Boilers with an A.F.U.E. rating of 85% or higher are considered to be high efficiency. Boilers with an ENERGY STAR® label are tested to meet strict efficiency specifications and are certified by an independent third party. They perform the same as or better than standard products without compromising performance in any way.**
Legal disclaimers: 1 - https://www.energystar.gov/products/most_efficient/boilers
**- https://www.energystar.gov/products/heating_cooling/boilers
No, combination boilers have certain requirements and cannot be installed in every home.
Conventional Boiler
What it does: Provides heat throughout a home
Key features:
- Heats your central heating system directly
- Hot water can be stored for later use (if storage tank installed)
Benefits:
- Ideal for larger homes that have more than one bathroom
- Heats on demand
- Provides basic heating
System Boiler – High Efficiency
What it does: Provides heat throughout a home
Key features:
- Heats your central heating system directly but has more components built-in, making for easier installation
- Can be stored in smaller space
- Provides improved efficiency
Benefits:
- Ideal for homes that have more than one bathroom
- Quick response time uses less energy and saves more money
- Provides basic heating
Combination (Combi) Boiler
What it does: Provides heat and hot water throughout a home
Key features:
- Heats water as you need it and eliminates the need for a storage tank
- Acts as both a high-efficiency water heater as well as a central heating boiler and can be stored in smaller space
- Can provide in-floor heating in multiple zones
- Best efficiency
Benefits:
- Ideal for a smaller family home with 1-2 bathrooms
- Smaller space required for installation
- Frees up chimney
Note: Both combi and heat-only boilers can be either condensing or non-condensing. A non-condensing boiler will typically take air in from inside the room, whereas a condensing boiler will be fully sealed and takes in air directly from the outside.
Homeowners could use standalone humidification units.
We have five guarantees - Home Comfort Guarantee, No Surprises Guarantee, No Lemon Guarantee, Environmental Focus Guarantee and Property Protection and Client Respect Guarantee.
Every home is unique and a number of factors impact the boiler size needed, including the size and age of your home, how many windows your home has, insulation, and specific homeowner requirements. To make sure you get the boiler size that best suits your needs, it’s crucial to have a professional visit your home to complete an evaluation to calculate heat loss and airflow. Incorrect sizing of a boiler may cause a shortened life of the equipment, higher utility costs and diminished comfort because your home is not warming up correctly. Combi boilers are a great space-saving option because of their compact size.
The average lifecycle of a boiler is typically between 13 and 17 years but age is not the only factor to consider. Other reasons to replace your boiler include safety, frequency of breakdowns, quality of installation and improper sizing.
The average price range of a typical new natural gas or propane high-efficiency boiler in Ontario starts from $6,500. This price includes standard installation from a fully-insured, licensed company, at least a one year warranty and all required licenses for installation.
The cost of a new boiler is dependent on four factors:
- Environmental choices, including energy efficiency, and comfort-enhancing options.
- Personal choices including extended warranties, maintenance plans and guarantees.
- Technical requirements including the size of the home, floor plan, number of stories, existing radiators and BTU load.
- Code requirements including safety, licensing and building code requirements.
To get an accurate, no-surprises, no-obligation quote, contact us at 1-855-619-7701.
Radiators contain a copper pipe that is bent back and forth many times to create a large surface area. When the screw on the bottom of the rad is open, the water flows through the copper pipe and heats up the air in the room. If the screw is closed, the hot water flows through a pipe through the bottom, bypassing the upper part of the radiator and moving to the next radiator.
A boiler system is a closed circuit that contains water that circulates throughout the house heating the home’s air.
1. A natural gas or propane high-efficiency boiler will start up when an attached thermostat senses that the temperature has dropped below a preset level.
2. The ignitor ignites and starts heating up the heat exchanger which is a web of copper piping that transfers its heat to water.
3. The heated water is pumped (using an electrically powered pump) throughout the home via radiators or radiant floor systems where the heat radiates to warm the air in the room.
4. As the water travels throughout the home it will start to condense (cools) and when it has gone through all the radiators it travels back to the boiler to be heated up again until the house reaches the temperature set on the thermostat.
Water Treatment
If you have concerns or are on low sodium diet, consider using a Reverse Osmosis System after your water softener to treat your drinking/cooking water. Please keep in mind that most people’s daily salt intake comes from table salt, processed foods and soft drinks using salt as an ingredient.
No. Your water must be safe to drink before you condition the water with a softener. If you are concerned about the safety of your drinking water, contact your local health department about getting a bacteria test, or full lab analysis on your water.
With the proper pretreatment and maintenance, the average water softener will not need its resins replaced in its lifetime (20+ years). It is impossible to accurately determine the life of resin since so many factors contribute to the degradation of the resin itself. Proper pretreatment can be as simple as a sediment filter or as complex as a chemical injection system combined with a multimedia bed. This is determined by having your water tested.
This could be due to many different reasons, such as:
- Valve is not regenerating due to a mechanical problem
- Salt may be bridged (become solid) above water that is at the bottom of the brine tank
- The valve could be failing to draw the brine solution out and if you have a float shut off in the brine tank, it would be preventing the brine tank from overflowing (which it would do if the float was not shut off)
- The brine refill control could be clogged, preventing water from refilling the brine tank
Please contact Customer Care at 1 866-887-5567 if your water softener is not functioning properly.
Hard water contains minerals that cause soap to leave a residue. That residue is left behind everywhere the water makes contact (e.g. your hair, your skin, your tub, etc.). With softened water, soap rinses off completely. So what felt “normal” with hard water was actually caused by the friction you felt between your skin and the soapy residue. Your hair, for example, squeaked when you rubbed it when toweling. Remove that residue/friction and it will feel silky because there is no residue left behind. With softened water, you will use less soap/detergent, your hair will have more shine and bounce, your towels will be fluffier and the pores of your skin will not be as clogged with soap.
It depends on how often your system needs to regenerate. The more your softener regenerates, the more salt it will consume. As for the salt level in the brine tank, you can let the salt get down to the point inside the tank where you can see the water just above the salt. When you see water above the salt, it is time to add more. Generally, you will add salt to your brine tank about every 8 weeks.
An average water softener with 1 cu. ft. of resins should use about 6 lbs. per regeneration to achieve an economical 22,000 grain capacity (hardness in grains divided into grains of capacity results in the gallons of water that can be treated before resins are exhausted). It is strongly recommended that you do not put more than 40kg of water softening salt or potassium chloride in the brine tank at a time.
We recommend buying water softening salt for your water softener that is very clean with high purity, around 99.5% salt content. All softeners can also use Potassium Chloride in place of salt. Using impure salt may cause the injectors in the control valve to clog which will require the expense of a technician to have it fixed.
There are two ways you can schedule your system for regeneration:
- On a fixed schedule (e.g. every 5 days). This method is based on old technology which uses more salt and consumes more electricity.
- Based on the amount of water processed by the water softener. This method triggers a regeneration cycle based on consumption when the resin cannot bond with the calcium/magnesium anymore because it is saturated. Enercare’s water softeners use this method.
You can learn the terms of our water softener buyout agreement in this PDF table.
Regeneration occurs when a concentrated solution of sodium/salt (brine tank) is flushed through the beads and “scrubs” them, removing the calcium/magnesium ions and flushing them out of the system. The brine tank is also flushed of any excess salt and then refills itself. When the system is regenerating, soft water cannot be produced, so the process may be scheduled during off-peak times (e.g. between 2 am to 4 am) as determined by the homeowner.
Smarter Home - Smart Away
To take advantage of Smart Away functionality, follow these simple steps on your Enercare Smarter Home mobile app:
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Enable Smart Away on one or more devices by logging in to the app from an Apple or Android device and enable “Geo-Services” under the Settings menu.
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To view and manage Smart Away (Geo-Services) online, go to Settings > Geo-Services > Add a Fence to view and edit Smart Away locations on your account. A “Home” location will be created by default around the system address.
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Set up geo-enabled rules or notifications. Once Smart Away locations are set up, apply these settings to various rules and notifications via the web.
Smarter Home - Wireless Setup & Configuration
It depends on the type of building and the internal location where the cameras are installed, but the wireless range is typically about 100 feet. In this case, there would not be an unusual amount of walls in between the camera and wireless router. Of course, the closer the camera is to the router, and the fewer obstructions, the better.
Our cameras support WEP wireless encryption along with the newer WPA Personal and WPA2 Personal encryption.
Smarter Home - Video Recordings & Viewing
The outdoor camera has integrated infrared (IR) illuminators that allow you to see up to 40 feet from the camera in complete darkness.
Yes. Enercare cameras allow you to define up to three separate windows to monitor for motion, called Video Motion Detection (VMD) windows. Motion outside of these windows is ignored, so false recordings are minimized. This applies to the indoor and outdoor camera only and not to the video doorbell.
Each camera supports up to 10 simultaneous viewers.
The cameras do not consume any bandwidth unless they are uploading recorded video or someone is actively looking at live video.
Enercare cameras stream live video as fast as the network permits, with an upper limit of 10 frames per second (FPS).
On a local LAN, the 10 FPS may be achieved, but the frame rate will likely be slower if the available bandwidth is not high enough, is shared by multiple cameras or is shared by multiple simultaneous viewers. Reducing resolution or image quality will increase the FPS when viewing live video from remote connections.
Video clips are recorded at 3 frames per second (FPS) by default, but you can choose from 1, 2, 3 or 5 frames per second. Some cameras have a maximum record rate of 3 FPS at their highest recording resolution.
Smarter Home - Video Clip Recordings & Storage
Yes, the manually recorded clip will save 10-15 seconds of footage before and 10-15 seconds after the button is pressed.
The snapshots are saved as JPEG images (.JPEG or .jpg) files, which can be viewed in most image programs.
The recorded video clips can be saved as .MOV, .AVI or .MP4 files.
This depends on the recording frequency and video quality settings. It can range from a few hours to a few weeks. Careful camera placement and Video Motion Detection (VMD) window configuration will reduce unwanted recordings and optimize use of online storage capacity.
You can save any particular clip by downloading it to your computer or by marking it “Protected” on the Saved Video Clips page. This will prevent it from being automatically overwritten when the storage limit is met.
After the storage limit is reached, the system will overwrite the oldest unsaved recordings (unprotected videos can be overwritten by new videos) to make room for the newest recordings.
Camera-triggered recordings can be configured from 15 seconds to 40 seconds, in 5-second increments.
A standard account provides 1,000 clips of online storage (shared by all cameras). Each clip is treated the same regardless of its length, recording resolution or quality.
Smarter Home - Indoor & Outdoor Camera
With a standard account, 1,000 clips can be uploaded per month. Once this number is exceeded, the recording schedule for motion and activation of the doorbell will not be uploaded. At the beginning of the next month another 1,000 videos can be uploaded, however, the account holder is required to remove the pause. This can be found under Video > Recording schedules.
The cameras use password protection to prevent access from outside the Enercare website, with the Enercare cameras employing advanced MD5-based “digest authentication” for user authentication. More simply, it’s the same kind of technology that banks use to ensure your privacy and security.
You can see all cameras associated with the account, and additional logins created for the account can be assigned permission to see the cameras as required.
Your browser will need to download an ActiveX control or Java Applet plug-in to view live video. If you do not already have this, your browser should automatically prompt you to install it when you access the site.
A Flash plug-in is required on all browsers to view recorded video clips. No plug-ins or applications are needed for the mobile site.
Streaming of live video is available on your Enercare Smarter Home app, available for iPhone and Android phones. Additionally, any web-enabled cell phone with an HTML browser can view real-time live images. Streaming video is also available on some phones with full HTML browsers.
Please note, data charges by your service provider can be significant for using video features on cell phones when you are not connected to a WiFi network.
All video features are available on Firefox, Safari and Chrome on both Windows and Macintosh computers.
We recommend that you have 200-250 kbps of upload bandwidth per camera. NOTE: This is the upload, not the download speed of the network. You can test this by running a speed test while on your local network from: www.speedtest.net If your upload bandwidth is lower than recommended, the cameras may still work, but the live view may look “jumpy” as the frame rate will be reduced as a result of the upload bandwidth limitation. If your Internet bandwidth is too low, you can contact your Internet Service Provider to find out how to increase your upload bandwidth.
View live video through your web browser login, Enercare Smarter Home app or through any mobile web browser.
Flexible choice of triggers to initiate recordings and optional notifications:
- Motion-triggered (built into the camera)
- Event-triggered-based on contact sensors and locks
Recordings can be attached to email/text notifications for immediate review on computers and compatible mobile phones. Recorded clips can be played back through the web and on the Smarter Home mobile site, through compatible mobile phones.
Connects to customer Local Area Network through Ethernet or WiFi.
Smarter Home - Water Valve Shut-off
Yes, once created, a water shut-off rule is stored locally on the Smarter Home Hub. This ensures a faster response when a leak is detected and means only local communication is needed in order for the rule to run.
Yes. Water alarm sensors, or leak detectors, can be installed without the Water Valve add-on and will still provide you with notifications if a leak is detected.
Yes, the Whole Home package is needed for the Water Management solution.
Smarter Home - Thermostat & HVAC
Local control of the thermostat can be disabled on the Smart Thermostat configuration page under the “User” tab. In the “Thermostat Lock” column, select “Partial” to allow manual temperature changes but disallow mode changes. Select “Enabled” to prevent anyone from using the Smart Thermostat to change either the mode or temperature. You can get to the Smart Thermostat configuration page by clicking the gear icon, then clicking on “Advanced Configuration”.
This can be set up on the Smart Thermostat configuration page under the “User” tab. You can get to the Smart Thermostat configuration page by clicking the gear icon on a thermostat’s card in the mobile app, then clicking on “Advanced Configuration”.
This feature is still in development. When it becomes available, it will be added to your features through an app update.
An HVAC system that has multiple zones means that different areas of the home can be heated or cooled separately. This can be done using separate thermostats for each zone or by using a damper in the ductwork to direct hot or cool air to the selected zone.
Yes, the Smart Thermostat supports systems with more than one zone. If you have more than one thermostat in your home, you have a zoned system.
Your Enercare Energy Management Consultant will be able to tell you by performing an inspection in person.
Multistage systems use more than one level of heating or cooling (for example, high, medium and low) to save energy and keep the house at a more constant temperature. You set the temperature and the system automatically adjusts the level of heating or cooling. The system will use the lowest level needed to arrive at the right temperature.
Single-stage systems have only one level of heating or cooling and need to turn on and off much more frequently to maintain a constant temperature. This uses more energy than multistage systems and results in more temperature fluctuation.
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Log in to the website
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Click Settings
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Click Account Management
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Click System Information
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Select the desired temperature scale using the Temperature Units dropdown menu
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Click Update
No. A system can have multiple zones without having multiple stages, and vice versa.
Smarter Home - General
No, as it is not necessary. Enercare Smarter Home is already designed with a curated ecosystem, to ensure that different devices can work together and exchange information seamlessly.
Your Smarter Home devices will be installed by an Enercare Smarter Home technician.
Enercare is responsible for repairing your Smarter Home products. If your devices are still under warranty, repairs are at no cost to you.
If you have issues or questions, contact our Smarter Home customer support centre at 1 833-99-SMART (1 833-997-6278).
Yes. Simply log in to the Smarter Home User Portal and select “Settings” from the left-hand window. Next, select “Login Information” and then “Language Preference”. Select your preferred language, then press “Save”.
Yes, all members of your household will be able to download and access the app.
Water Heaters
Conventional Vents (CV) Starting from $15.99/month:
- Are installed mostly in homes built previous to 2000 (and usually have a built in chimney) making them one of the more commonly used water heaters in Ontario.
- Keep a reservoir of hot water available at all times so that when you turn on the tap, it's ready to use.
- Require an exit drain near the base of tank (usually in basement).
- Are good for high volume hot water applications.
- Can be fueled by either natural gas or propane gas.
Power Vents (PV) Starting from $26.49/month:
- Are installed mostly in homes built after 1995, homes with no chimney or homes that have converted from another water heating source making them one of the more commonly used water heaters in Ontario.
- Blower motor is attached to the tank and pushes exhaust gas outside the home via the side wall.
- Usually provide long venting lengths.
- Can be fueled by either natural gas or propane gas.
Direct Vents (DV) Starting from $29.64/month:
- Are used where there is insufficient combustible air/where air is unsuitable for combustion (ie. bedroom or bathroom installations).
Power Direct Vents (PDV) Starting from $32.93/month:
- Are similar to DV but instead use a two-pipe system for venting.
Electric Water Heaters Starting from $13.49/month:
- Use heating coils instead of natural gas to provide hot water for home.
Tankless Water Heaters Starting from $40.99/month:
- Do not contain storage tanks and fit compactly on a wall mount.
- Heat up on demand and deliver an endless supply of hot water by regulating water flow.
- Use less energy than conventional units, making them more efficient and environmentally friendly.
Condensing Water Heaters Starting from $43.75/month:
- Are similar to conventional units in that they both burn gas, exhaust flues and store hot water in an insulated tank.
- Exhaust gas and condensate exits through outlet at bottom of tank.
- Use less energy than conventional units because of how heat is transferred to water making them more efficient and environmentally friendly.
- Locate the rating plate (sticker) on your tank.
- The rating plate will have listed:
- The model number of the tank
- The serial number of the tank
- The date the tank was manufactured
Note: if the date is a series of numbers and letters, you may have to visit the manufacturers' website guide.
Although the average useful life expectancy of a water heater is approximately 16 years, some tanks can last longer and others can last less. Below are some warning signs to look out for:
- Rusty water coming from the water heater/piping
- Rumbling or odd sounds coming from the water heater
- Water leakage around the tank
A concentrated solution of sodium/salt (brine tank) is flushed through beads, also called resin. The resin beads inside the softener tank have a different or opposite electrical charge than the dissolved particles of the incoming water. Because of this electrical charge difference, the dissolved particles suspended in your water will cling to the resin beads on contact, thereby ridding the water of these particles, causing the water exiting the unit to be “soft”. The resin has a limit on the amount of hardness particles it can hold, which is why there are many different sizes of softeners and also why regeneration or brining is required.
Install a water softener into your home. The resin or mineral inside the brine tank is specially designed to remove the “hard” particles of lime and calcium, by a simple ion exchange process. This will help to prevent sediment and scale build up in your water heater keeping it in the best shape possible.
In many places across Ontario, ground water comes into contact with sufficient concentrations of calcium and magnesium. The harder the water, the more problems homeowners will encounter in terms of scale buildup in their pipes, regular and tankless water heaters, and dishwashers. Scale buildup can make water heater and dishwasher units less energy efficient while shortening the life of equipment and clogging your faucets and taps. Hard water can also cause water spotting while lessening the effectiveness of soap and detergent. Producing soft water from hard water involves a process called ion exchange.
Hard water has high mineral content. Hard water minerals primarily consist of positively charged calcium (Ca2+), and magnesium (Mg2+) metal ions, and sometimes other dissolved compounds such as bicarbonates and sulfates.
Service
Call 1 866-449-4423 - then follow the prompts for metering services.
Yes, depending on the issues. If you are experiencing no hot water or heat, this could be related to your outdoor venting. If you are able, check to confirm venting is not blocked with snow, debris or equipment is a good idea. For leaking equipment, checking to confirm the source of the leak will ensure the right repair person is sent to your home. It will make a difference if an HVAC technician or plumber will respond.
You can reach 24 hours a day at 1-888-266-3939.
Enercare Smarter Home is a simple, integrated system that puts home comfort and peace of mind in the palm of your hand, even when you’re not home. For more information on Enercare Smarter Home and the full suite of Smarter Products, visit [insert link].
The Enercare Mobile App allows you to verify, modify and even book new service calls to resolve issues with your home comfort equipment. You can view your current account details, book your next service, maintenance or repair, receive alerts when your technician is on their way and view our most current offers. Our new en route feature provides you with a live map and real-time updates on the technician’s arrival.
The Enercare Mobile App can be downloaded from the Apple or Android App Store.
Prior to your appointment, please ensure that there is someone over the age of 18 present at home to let the technician in. There must be a clear pathway to your cooling and/or heating equipment and pets/animals must be caged.
The technician will arrive within the 4-hour window provided at the time of the booking. You can also be notified through our Enercare Mobile App when our technician is on route to your location.
Refer to DOK articles that provide a rebuttal of age of equipment.
Yes, this is still recommended. Like a new car, your home comfort equipment requires regular maintenance to both extend the life of your equipment and keep the energy efficiency in your home optimal.
Compliments
Your feedback matters! If you’re pleased with the level of service you received from us, we’d appreciate if you would share your experience with other homeowners on our Google page. Simply visit enercare.ca/reviews and enter your postal code. Select the star rating and write about your experience. Click ‘Post’ and voila! Your feedback will be posted on our Google page for other homeowners to read.
General Inquiry
Enercare Smarter Home is a simple, integrated system that puts home comfort and peace of mind in the palm of your hand, even when you’re not home. For more information on Enercare Smarter Home and the full suite of Smarter Products, visit our Smarter Home Hub.
The Enercare Mobile App allows you to verify, modify and even book new service calls to resolve issues with your home comfort equipment. You can view your current account details, book your next service, maintenance or repair, receive alerts when your technician is on their way and view our most current offers. Our new en route feature provides you with a live map and real-time updates on the technician’s arrival.
The Enercare Mobile App can be downloaded from the Apple or Android App Store.
Enercare, government agencies and other utility companies will never promote door-to-door sale or exchange of water heaters, furnaces, air conditioners or other home services products. If someone comes to your home claiming to represent Enercare, please call us to confirm if someone is scheduled to be at your home.
Bill and Payments
If you are billed by Enercare and not Enbridge, please visit our pre-authorized payment page to choose the payment options that work best for you and email the form along with a void cheque to payment.team@enercare.ca. If you prefer to mail in this request, please print out the form and mail it to:
Attention: Payments
7400 Birchmount Rd.
Markham Ontario
L3R 5V4, CA
If you are billed by Enercare and not Enbridge, please visit our pre-authorized payment page to choose the payment options that work best for you. https://www.enercare.ca/payments
To avoid any late fees or penalties, make sure to contact us in advance to update this information. If you are billed by Enercare and not Enbridge please complete the pre-authorized payment form with your new banking details and submit to: payment.team@enercare.ca
You can make an online payment through your banking institution. If you are billed by Enercare and not Enbridge please ensure the payee is Enercare Home Services and include the 10-digit account number shown at the top of your bill.
We ask that you contact our Payment Arrangement Team, we would be happy to assist you with a payment plan going forward. Payment Arrangement Team: 1-855-367-7177
Mon - Fri - 8:00am - 8:00pm
Sat - 8:30am - 5:00pm
(Closed Sunday and State Holidays)
If you are billed by Enercare and not Enbridge, you may pay your bill by mailing a cheque along with the bill statement stub to the address below. Please include your account number in the memo section of the cheque and allow for postal delivery time when sending your payment.
Enercare Home Service
P.O Box 9925
STN A Toronto, ON M5W 2J2
Enercare is not responsible for payments received late due to postal delays. Please allow 7 business days for your payment to reach our office.
This process normally takes 1-2 billing cycles to be completed. When you see the ***Pre-Authorized Payment Notice*** listed on your bill (on the front page of the bill, under the Customer Care Contact Information) the account balance will begin withdrawing from your bank account on a monthly basis.
If your bill is showing a credit balance, you may request this amount be refunded to you. The fastest way for us to refund the credit balance to you would be via direct deposit, which you may request by emailing a copy of a void cheque to back-officebillingreports@enercare.ca. In the title/subject of your email, please reference the credit amount and your account number. It normally takes 2-4 weeks for the funds to be deposited into your account.
Payments can take 3-4 business days to process. If the payment is posted on the account after your new invoice is generated, the payment will not appear on the latest invoice we send you. However, the next invoice you receive will show the applied payments. To avoid this situation, we ask that you make all payments prior to the bill due date.
Our Pre-Authorized Payment Plan (PAP) is an efficient and accurate way of paying your Enercare bill. It can help you save time and avoid late payment charges. When you sign up for the Plan, we automatically withdraw payments from your bank account before the late payment date.
If you are billed by Enbridge, please connect with them to understand their e-billing options.
Please contact Enercare.
Please contact Enercare.
To view previous invoices we ask that you register your account through our e-billing portal. Here you will be able to view, download, print and review your previous invoices. Link to e-bill FAQ’s.
The following information can be updated by completing the linked form: Back-OfficeBillingReports@enercare.ca
- SMA (Mailing Address)
- Incorrect spelling of Account Name
- Postal Code or Lot Number Updates
- Phone Number
- Change of Last Name
Give us a call at 1-888-266-3939.
Invoices are sent out on a monthly basis for all customer with charges billed monthly.
Credits can take 1-2 billing cycles to be applied to your account. If you have not seen the credit after this time period, please give us a call at 1-888-266-3939.
If you have an Enercare Advantage/Rental product the rates can increase as of Jan 1. An insert would have been attached on your December bill outlining which tanks were subject to the rate increase.
This occurs when a new product is added and not linked to your original account. Give us a call at 1-888-266-3939 to get this corrected.
You will receive your bill on a monthly basis.
Parts
Do not open the package! Call 1-888-266-3939 and provide your Name, Address and Subcase Number. We will book your appointment and our technician will be on the way to install the new part.
E-Billing
Once you enroll for your online account nothing further needs to be completed to transition your account to paperless billing. The account will show the status of online in 3-5 business days after you sign up for this feature.
If you would like to close your online account and return to receiving paper bills in the mail, you will need to fill out a cancellation form linked below [insert form link].
Log into online billing, click on the option “Update Your Online Account” proceed to change your email by following the instructions.
Check your spam/junk folder to see if the email was sent to you. Ensure you add NoReply@enercare.ca to your safe sender's list or your contacts to avoid having email alerts blocked by spam filters. Please note that you are responsible for paying your bill on time whether you receive an email alert or not. It's good practice to check your bill online monthly by logging into your online account. Your bill will always be available by viewing online according to your regular billing cycle.
Check your spam/junk folder to see if the email was sent to you. Ensure you add NoReply@enercare.ca to your safe sender's list or your contacts to avoid having email alerts blocked by spam filters.
Go to the online portal: www.enercare.ca/ebilling and select the ‘Forgot your Password’ option. An email will be sent out to the email address on file with instructions on how to complete the reset.
You will receive an email notification each month when a new bill has been generated and is available for viewing.
To add a secondary account:
- Please log into an account associated with the corresponding email address in order to add the secondary account. At the top of your home screen, beside the logout button, you will see ‘Add Account’.
- Please click on this feature and provide the following details for the secondary account (account number, last bill date, and last invoice amount).
- Please continue and verify the current information on file to complete the enrollment
- You will now be able to access both accounts and view bills; click on the drop-down menu which can be found beside add account to switch between bills.
- You will now be able to access both accounts and view bills; click on the drag down which can be found beside add account to switch between bills.
No, wait times to receive your bill in the mail. Once your bill is ready an email notification will be sent alerting you that your invoice is ready to be viewed. All bills can be viewed for up to 24 months. You can enroll several accounts under one email address.
E-billing is electronic billing where invoices are viewable from an online portal. With this feature, no paper bills will be sent out instead they will be received electronically. This is only available for any customer that is billed directly by Enercare and doesn’t include Enbridge billing.
Moving
If your purchase and sales agreement did not include the Rental please attach a copy to the link below showing that the rental was not included. Once received and the proof is validated your account will be closed and all charges will be reversed. If the rental is included in your purchase and sales agreement you would be liable for the product. Back-officebillingreports@enercare.ca
In order to close the account, please click on the "Let's get started" button above. Please note that if you currently have rental equipment with us, you will need to disclose the rental on your purchase and sales agreement if you wish to have the agreement transferred to the purchasers of the property.
Yes you can! If you are currently receiving an Enercare bill, your protection plan will automatically be transferred to your new address when you contact Enbridge and advise them you are moving. If you currently receive an Enercare branded bill, please call us to advise us of the move. We will be happy to assist with the transfer of your plans.
When moving in, give us a call at 1-844-ENERCARE to have your heating and cooling equipment safety inspected to ensure it’s running properly so you can avoid unexpected breakdowns. We can also have your ducts cleaned to remove any existing dirt and debris so your air quality is as healthy as possible - especially important following construction or renovations of your new home. It’s also important to check your water quality to ensure you have healthy drinking water. If you have scale build-up on faucets and appliances, you may have hard water and a water softener can help extend the life of your appliances, ultimately saving you money in the long run.
Please click on the "Let's get started" button above. If you are an Enercare Advantage or Enercare Smarter Advantage customer, you will need to advise your real estate agent lawyer and include these in the Agreement of Purchase and Sale for your Home. If you have a Protection Plan with us, the plan will move with you, subject to the Plan terms and conditions.
Maintenance & Protection Plans
Add-on Fan Centres, Add-on Indoor Fan Relay, Capacitor, Compressor**, Condensate Pumps, Condenser Coil**, Condenser Fan Motor, Cooling Contactor/Relay and Evaporator Coil, Filter Driers, Service Valves, Fan Blades, Internal Copper Tubing, Internal Electrical Wiring, Low Ambient Temperature Sensor, and Thermostatic Expansion Valves.
** Enercare’s annual total parts and labour responsibility is limited to a maximum retail value of $500 (including HST) per year for compressor unit or condenser coil repairs. Refrigerant recovery, vacuuming, and refill not included. See Terms and Conditions for complete details.
Aquastat Controls, Automatic Vent Damper/Motor, Blower/Blower Components, Condensate Pumps, Door Switch, Electric Ignition System, Fan Control, Fan Motor, Flame Spreader, Flow Switch, Fuel or Air Flappers, Furnace Low Voltage Circuit Fuse, Gas Appliance Regulator, Gas Burner and Orifices, Gas Control Valve, Heating Circuit Transformer, Hot Surface Igniter, Ignition Runner Bar, Internal Wiring, Limit Controls, Pilot Burner, Pilot Tubing, Pressure Relief Valve, Primary Circulator/Pump, Pulley and Belt, Relay, Roll Out Switch, Summer/Winter Switch, Thermocouple/Generator, Vent System Pressure Switch Tubing and Ventor or Motor Assembly.
With the Enercare Cooling Protection Plan, you get 365-day parts and labour protection under your plan terms and conditions. You also get unlimited service calls and peace of mind with same day service if your equipment is non-operational (subject to exclusions in accordance to the Plan Terms and Conditions or Rental Agreement).
With the Enercare Cooling Protection Plan, you get 365-day parts and labour protection under your plan terms and conditions. You also get unlimited service calls and peace of mind with same day service if your equipment is non-operational (subject to exclusions in accordance with the Plan Terms and Conditions or Rental Agreement).
With the Enercare Heating Maintenance Plan, you get a comprehensive annual inspection of your furnace, boiler or fireplace by one of our licensed technicians, providing you a HomeCare Report. We will also perform a safety check for carbon monoxide leaks and provide expert assessment and recommendations for your heating equipment, helping to reduce energy costs in the long run.
With the Enercare Cooling Maintenance Plan, you get a comprehensive annual inspection of your central air conditioner by our licensed technician, providing you with a HomeCare Report. We will also perform a safety check for carbon monoxide leaks and provide expert assessment and recommendations for your cooling equipment, helping to reduce energy costs in the long run.
Repair
Please give us a call at 1-888-266-3939. We will book an appointment and one of our technicians will be on the way to install the new part for you.
Do not open the package! Call 1-888-266-3939 and provide your Name, Address and Subcase Number. We will book your appointment and our technician will be on the way to install the new part.
The number of parts required for every make and model of equipment we cover is lengthy and impossible to carry on our trucks. We warehouse the parts that we need the most but when we are really busy it’s challenging to keep them in stock. We work closely with a parts supplier to get the parts needed as quickly as possible. If your equipment is over 15 years old, it can sometimes become harder for us to source the parts to repair your equipment.
To help us, please let our call centre rep know any details you can about your equipment - if it’s not working at all, if it’s making a noise, and what brand, model and year it is if you can.
- Fixed price quote including all parts and labour required - no hidden charges
- Access to our 24/7 Support Centre
- Access to over 700 fully-licensed, expert technicians
- A call from your technician before arrival so you'll know just when to expect us
- All work fully guaranteed - 90 day labour coverage & 1 year parts coverage*
- Flexible payment options
- A comprehensive HomeCare Report that outlines the health of your heating equipment
* Warranty coverage applies only to the original problem. If a new problem appears it would not be covered.
Natural gas and propane furnaces, boilers, central air conditioners, natural gas water heaters, plumbing, all of Enercare’s Rental/Advantage equipment.
We repair all makes and models and we back the repair with a 90 day labour coverage & 1 year parts coverage*.
* Warranty coverage applies only to the original problem. If a new problem appears it would not be covered.
If your Advantage equipment is non-operational and we are unable to repair the equipment, we will replace the equipment under a new agreement with no up-front costs to you under your current rental terms and conditions.
Heating
The average price range of a typical new natural gas or propane high-efficiency furnace in Ontario ranges from $3,500 to $6,000. This price includes standard installation from a fully-insured, licensed company, at least a one year warranty and all required licenses for installation.
The cost of a new furnace is dependent on four factors:
- Environmental choices, including energy efficiency, humidification, air filtration sizes (which are dependent on allergies or other sensitivities), and comfort-enhancing options.
- Personal choices including extended warranties, maintenance plans and guarantees.
- Technical requirements including the size of the home, floor plan, number of stories, existing ductwork and BTU load.
- Code requirements including safety, licensing and building code requirements.
- To get an accurate, no-surprises, no-obligation quote, contact us at 1-855-619-7701
The average lifecycle of a furnace is 15 years, but age is not the only factor to consider. Other reasons to replace your furnace include safety, frequency of breakdowns, quality of installation and improper sizing.
Every home is unique and a number of factors impact the furnace size needed, including the size and age of your home, air flow, how many windows your home has, insulation, and specific homeowner requirements. To make sure you get the furnace size that best suits your needs, it’s crucial to have a professional visit your home to complete an evaluation to calculate heat loss and air flow. Incorrect sizing of a furnace may cause a shortened life of the equipment, higher utility costs and diminished comfort because your home is not warming up correctly.
We have five guarantees - Home Comfort Guarantee, No Surprises Guarantee, No Lemon Guarantee, Environmental Focus Guarantee and Property Protection and Client Respect Guarantee.
We recommend that you change or clean your furnace filter every one-to-three months.
If the humidity in your home is lower than 30 percent on a hygrometer it is recommended that you consider a humidifier. Health Canada recommends a home’s relative humidity should be between 30 to 55 percent in the winter. Most homes require a humidifier in Canada due to the dry air created by our cold climate.
- A natural gas or propane high-efficiency furnace will start up when an attached thermostat senses that the temperature has dropped below a preset level.
- Before the furnace starts, the ventor motor does a safety check to ensure that the venting is clear, as determined by the pressure switch. The ignitor then ignites the burners inside the furnace combustion chamber and starts creating heat. The heat is transferred to the primary or "first" heat exchanger which heats the air as it flows through the furnace. Afterwards, the combustion gases are passed through a secondary heat exchanger to further extract heat.
- The blower motor pushes the warmed air through the plenum and out into the house via the registers.
- The combustion gases, including carbon monoxide, are safely vented to the outdoors from the furnace.
- In most cases, outside fresh air is pulled into the burn chamber to provide a more efficient burn. However, this practice isn’t done in old homes.
- Any cold air left in the home gets circulated into the furnace to be heated up.
Cooling
The average price range of a typical new high-efficiency central air conditioner in Ontario ranges from $3,500 to $6,000. This price includes standard installation from a fully-insured, licensed company, at least a one year warranty and all required licenses for installation.
The cost of an air conditioner is dependent on four factors:
- Environmental choices, including energy efficiency, sound output, air filtration sizes (which depend on allergies or other sensitivities), and comfort-enhancing options.
- Personal choices including extended warranties, maintenance plans and guarantees.
- Technical requirements, including the size of your home, floor plan, number of stories, existing ductwork and BTU load.
- Code requirements including safety, licensing and building code requirements.
Your air conditioner’s age is a key indicator when deciding on an AC replacement. The average lifecycle of equipment is 15 years. But age is not the only factor to consider. Other reasons you may need to replace your air conditioner include safety, frequency of breakdowns, installation quality, and improper sizing.
Every home is unique and a number of factors impact the air conditioner size needed, including the size and age of your home, air flow, how many windows you have, insulation, and specific homeowner requirements. To make sure you get the air conditioner size that best suits your needs, it’s critical to have a professional visit your home to complete an evaluation to calculate heat gain and air flow. Incorrect sizing of an air conditioner may cause a shortened life of the equipment, higher utility costs and diminished comfort because the home isn’t cooling down or dehumidifying correctly.
Yes, if you have a central air conditioner. The air conditioner works with the furnace fan to transfer cool air throughout the home. We recommend that you change or clean your furnace filter every one-to-three months.
Most central air conditioning systems are made up of two parts or what is called a split system. The outdoor unit contains a condenser coil, compressor, fan and electrical components. The indoor portion sits on top of the natural gas or propane furnace and is called the evaporator coil or “A” coil. The purpose of an air conditioner is to remove the heat and humidity from the home’s air to make it cooler.
- A central air conditioning system will start up when the attached thermostat senses that the temperature has increased above a preset level.
- The liquid refrigerant inside the evaporator coil converts to gas and as the warm humid indoor air passes over it, it absorbs the heat and removes the humidity which cools the air.
- The furnace’s blower fan then circulates the chilled air up through the home’s ductwork and out into the various living areas.
- Meanwhile, the refrigerant gas travels outside the house through a copper pipe (line set) to the compressor. The compressor pressurizes the gas and moves the refrigerant through the condenser coil. As the condenser fan pulls cool air through the condenser coil it changes the refrigerant back to liquid form thus continuing the refrigeration cycle.
- The humidity that was pulled from the air turns into condensation which is removed from the evaporator coil via the condensate drain line.
- The heated air in the home circulates through the cold air returns and back into the system to be cooled down and dehumidified again.