How to protect yourself from fraud and safeguard your personal information with Enercare.

At Enercare, we take consumer rights and protection very seriously and we’re committed to helping our customers protect themselves, their homes, and their information.

Here are some essential tips to keep you safe:

Secure Your Personal Information

Avoid sharing personal or financial details over the phone or via email unless you initiated the contact and trust the recipient.
Create complex passwords for your online accounts, combining letters, numbers, and special characters. Update them regularly.
Avoid sending money transfers or gift cards regardless of the caller/email/text is threatening government, police, or legal action towards you.

Be Skeptical of Unsolicited Communication

If at any time, you aren’t sure if the communication is legitimate, please give us a call at 1-800-266-3939.

How can I validate the authenticity of Enercare communications?

Emails

Be cautious of emails asking for personal information. Verify the sender’s email address and avoid clicking on suspicious links or downloading attachments.

What to watch for

Spelling and grammar errors or weird/vague details. Many fraud documents have typos and are poorly written documents.
Generic greetings like “sir” or “madame”.
Look to see who it’s from. Emails from Enercare come from a @enercare.ca, @info.enercare.ca, @billing.enercare.ca, @prepaiddigitalsolutions.com, @e.enercare.ca or @contractor-email.com addresses.

Text Messages/SMS

Before you click on any links take a moment and look at the message closely.

We send text messages for appointment reminders, maintenance reminders with a link to book an appointment, complete actions in our portal, and transactional texts. They will come from this number: 247365

If you would like to stop receiving SMS messages from us just text STOP

More information about our text messaging

Phone Calls

If you receive a call, you can verify it’s Enercare by asking the representative to verify information specific to your account. Our customer service representatives will be able to confirm of any rental products you may have with Enercare, protection or maintenance plan information, and contact details, including the email on file (if one has been provided) to assure you that the call is legitimate.

Secure Your Online Transactions

Ensure websites are secure and use “https://” in the URL.
Look for the padlock or site information icon in the address bar to see if the website is secure.
Any website showing that it is not secure should be avoided.

Enercare website addresses are:

https://enercare.ca
https://corporate.enercare.ca
https://myaccount.enercare.ca/
https://cxselfserveprd.b2clogin.com/

Social Media

If you choose to engage with us on our social media platforms, make sure to avoid sharing your personal information with us in the chat for everyone to see. Instead use the direct message function or even better, give us a call. Every customer’s situation is specific and connecting with us directly should help speed up the request.

Provincial Smart Home Services – Caution – Failure to honor payment promises

Enercare has received multiple reports that a company called “Provincial Smart Home Services” is approaching Enercare customers to remove Enercare equipment and replace it with equipment from Provincial Smart Home Services.

Provincial Smart Home Services promises Enercare customers that it will pay Enercare’s equipment buyout amount. However, in multiple instances, Provincial Smart Home Services has removed the Enercare equipment but then failed to pay the Enercare’s equipment buyout amount, leaving the customer responsible to pay the Enercare buyout amount.

Customers have reported that, when questioned about its failure to make payment of the buyout amount, Provincial Smart Home Services fails to respond to communications. In one instance, Provincial Smart Home Services advised a customer that it had not paid the buyout amount because “Due to our company’s ongoing restructuring, our financial resources have been temporarily constrained.”

Enercare recommends that Enercare customers exercise caution if approached by Provincial Smart Home Services.

Beware of current fraud attempts we have detected:

Telegram App Bot

We have detected a Telegram Bot on the Telegram app that is attempting to provide services to customers. This is not an authorized tool of Enercare. This bot appears to be targeting customers to collect their personal information.

If you would like to connect with Enercare to see your account and book appointments, please use My Account.

Google Play App

We have detected an Android app on Google Play that contains our brand name in its title and description. This is a “rogue app” and is not an Enercare app.

“Rogue Apps” are applications that are developed and uploaded by third parties to various app stores using a brand name they don’t own or have authorization to use.

Such apps are often used to target the personal information of the user.

Beware of Door-to-Door Sales, Home Renovation Scams and Fraudulent NOSI Registrations

Enercare does not engage in door-to-door sales and will only come to your home if we have a scheduled appointment.

There are some guests you do not want in your home, including aggressive door-to-door salespeople looking to take advantage of a homeowner’s goodwill. These salespeople may try to pressure you into making on-the-spot decisions to enter contracts for home services equipment like furnaces or water heaters or home renovations. These contracts can sometimes be accompanied by exploitative loan agreements and fraudulent Notices of Security Interest (NOSIs) registered on title to your property.

If you’ve invited a contractor or service provider to your home, a little research can help ensure you find the right candidate and protect your home in the process.

We have recently been made aware that representatives from a company called “Emitless Home Services” are going door-to-door in the Windsor and Essex regions and falsely claiming to be performing water heater inspections on behalf of Enercare.

Please be advised that “Emitless Home Services” is not affiliated with Enercare in any way.

To ensure your safety and the integrity of our services, we recommend the following:

Never let an unknown visitor inside your home.
Remember that Enercare, government agencies and utility companies never promote door-to-door sale or exchange of water heaters, furnaces, air conditioners and other home services products.
Never sign a contract at the door. In Ontario, consumer protection legislation bans unsolicited, door-to-door sales of water heaters, furnaces, air conditioners, water treatment solutions and certain other products and services.
If someone comes to your home claiming to represent Enercare, ask them for identification or call us to confirm if someone is scheduled to be at your home.
Ensure you’re dealing with a reputable company by confirming they are appropriately licensed and insured.
Don’t share personal information, including your gas bill.

If anyone comes to your door falsely claiming to be associated with Enercare, we encourage you to report them to us. You may also contact your local police force or consumer protection office.

If you require service or sales from Enercare, our call centre agents are available, 24 hours a day 7 days a week, to schedule an appointment at your convenience.

Our Commitment to Protecting Consumers

Enercare has for years worked with various government ministries and regulatory bodies to develop sensible laws that safeguard consumers’ rights and educate consumers. We support all laws that provide consumers with transparency, safety, and control during the process of buying home services and products, including the ban on unsolicited, door-to-door sales of water heaters, furnaces, air conditioners, water treatment solutions and certain other appliances.

Enercare also commends the Government of Ontario and the Ministry of Public and Business Service Delivery for its recently announced actions to protect homeowners against bad actors and fraudulent NOSI schemes.

Trust Your Instincts

Be cautious and if something feels off, it maybe is. Take the necessary steps to verify the legitimacy of any request for information.

Educate Yourself

Keep yourself updated on common fraud schemes and tactics. Awareness is your best defense.
If you encounter a potential scam, report it to the appropriate authorities, such as your local consumer protection agency.
If you have clearly identified the item as fraud, delete and block it. You can report it to the Canadian Anti-Fraud Centre.

Remember, staying informed and being proactive is the key to protecting yourself from fraud. If you ever feel unsure or suspicious, take the time to verify before sharing any information.

Report Suspicious Activity

If you have clearly identified the item as fraudulent, delete and block it.

If you’ve received communications from Enercare or a bill stating you have a product with us and are unsure about its accuracy or validity, please give us a call at 1-855-642-8607 or view our “From” list of URLs.

How would you like to report the activity?

Report suspicious activity to the Canadian Anti-Fraud Centre.

Report suspicious activity to your local police on their non-emergency line.

Some police services websites:

Toronto Police

OPP

Kawartha Lakes Police

Guelph Police

Peterborough Police

Windsor Police

Report suspicious activity to the Ontario Consumer Protection Office.

Your Contact Information

Name(Required)

First Last

Phone(Required)

Email(Required)

Address(Required)

Street Address City Province Postal Code

Scam Details

Do you know the date of the suspicious activity?(Required)

Please provide the date the suspicious activity occurred

Month the suspicious activity occurred(Required)

Day the suspicious activity occurred(Required)

Year the suspicious activity occurred(Required)

By what means did you encounter the suspicious activity?(Required)

Other Comment(Required)

What was the nature of the request?(Required)

Other Comment(Required)

What were you asked to do?(Required)

Other Comment(Required)

Did you make a payment?(Required)

What was the payment amount asked for?(Required)

What was the amount you paid?(Required)

What payment method did you use?(Required)

Other Comment(Required)

Did the communication claim to have, or allege to have your Enercare account information?(Required)

Fraudster Information

Fraudster Phone Number

Fraudster Email Address

Fraudster Website Address

Additional Information regarding the suspicious activity

Please attach copy of email or advertisement

Upload a jpeg or pdf

Max. file size: 100 MB.

Please copy and paste the E-mail Message Header into the box below to help us in our e-mail investigation.*

*Select your e-mail provider below for instructions on how to find the E-mail Message Header.

Gmail:

Open Gmail in your browser.
Open the email for which you want to check the headers.
Click on the “More” option (represented by three vertical dots) next to the “Reply” button.
Select “Show original.”
A new window will open, displaying the full email header. You can then click “Copy to clipboard” to save it.
Copy and paste this information into the Email Message Header Box below.

Hotmail (now known as Outlook):

Log in to your Hotmail account.
Click on “Inbox.”
Right-click the email you want to see the headers for.
Choose “View Message Source.” The headers will appear in a new window.
Copy and paste this information into the Email Message Header Box below.

Yahoo! Mail:

Log in to your Yahoo! Mail account.
Select the email you want to see the headers for.
Click “More” and then choose “View Raw Message.” The headers will show in a new window.
Copy and paste this information into the Email Message Header Box below.

Apple Mail:

Open Apple Mail.
Open the email you want to see the headers for.
Click “View” and then select “Message All Headers.” The headers will display below your inbox.
Copy and paste this information into the Email Message Header Box below.

Mozilla Thunderbird:

Open Mozilla Thunderbird.
Open the email you want to see the headers for.
Click “View” and then choose “Message Source.” The headers will appear in a new window.
Copy and paste this information into the Email Message Header Box below.

Microsoft Outlook:

Open Outlook.
Open the email you want to see the headers for.
Click “File” and then select “Properties.” The headers will be visible in the “Internet headers” box.
Copy and paste this information into the Email Message Header Box below.

Outlook Express:

Open Outlook Express.
Right-click the email you want to see the headers for.
Click “Properties” and then go to the “Details” tab. The headers will be displayed in the pop-up box.
Copy and paste this information into the Email Message Header Box below.

E-mail Message Header

Protect Yourself

How to protect yourself from fraud and safeguard your personal information with Enercare.

Here are some essential tips to keep you safe:

Be Skeptical of Unsolicited Communication