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
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.
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 MyAccount.
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.