Reviews

Review Details

• Review fromTaslim C

  Date: 23/05/2025

  I had my furnace installed in November of 2024. They told me they were going to install a water softner (which was one of the reasons I signed up), but when they came to install it they said they couldn't because the plubming wasn't there in the basement. The sales person had seen the plubming in the basement and confirmed it was okay. They came in 3 times to complete the installation because they didn't have the right parts.
  Before the installation I was stold I was going to recieve a reabate from the goverment but I wasn't given a timeline on when I would receive it. Now its May of 2025 and I still haven't recieved my rebate. Every time I call they keep saying its giong to be processed next month. I have also asked for a call from the manager and they keep saying they are going to call me next business day.
  * ** ****** * ***** ******* I think some of technicians are acutally good. I had called for servicing a 2 times and it was done in a timely manner. Even then I am still waiting for my rebate and reimbusment for a plumbing call.

• Review fromDanielle S

  Date: 21/04/2025

  Before installation - were told we would receive our deposit of $1,099.99 within 3 to 10 days after installation. It is now April and my credit card company never received anything back.- no proof provided they ever returned money to creid card company- OSE told me to tell them to dispute transaction- still no return- months after. also was told we would get a rebate of $12,600.00 - OSE would do all paperwork.Was provided with paperwork with an account number for ********- all false- called ********
  Then I was told OSE is inquiring about these rebates , I am no.30 out of 61 inquiries- no proof provided
  I have a heat pump- they installed a furnace- was told if I had a service person come in - if they checked furnace my warranty would be void
  Had a problem with knocking in furnace- We requested a registered Technician - the ones that came had no id- no business card- and we weren't allowed to ask questions- were not allowed to talk to them about installation- No one has come to look at furnace
  The furnace needs to work with Heat pump and any technician will tell you they would need to check both equipment- The warranty they provided us does not work for our heat pump- Our technician needs to work with both - furnace not appropriate for the Heat Pump-
  OSE needs to provide us with paperwork - which they have not done-Where are our rebates- We want this furnace removed - due to not being workable- Thanks Danielle Stockley

  Ontario Smart Energy

  Date: 30/04/2025

  Dear Ms. ********,
  Thank you for your feedback. We understand your concerns and appreciate the opportunity to respond.
  Refund of Deposit: We are pleased to confirm that your deposit of $1,099.99 has been successfully refunded. We regret any inconvenience caused during this process and thank you for your patience.
  Rebate and Documentation: Prior to installation, it was communicated during your pre-verification call that Ontario Smart Energy is a private company and not affiliated with ******** or any government program. We also clarified that rebate eligibility and issuance are managed entirely by ********. While we provided assistance with documentation, eligibility and rebate approval are solely at ********’s discretion.
  Installation and Identification: As per TSSA standards, technicians are not required to present ID badges. However, our team identified themselves on arrival and completed the scheduled installation as confirmed in advance.
  Post-Installation Service: Our service team has addressed or scheduled follow-up for the technical issues raised, including the knocking noise and equipment integration. We remain committed to resolving any outstanding concerns.
  Assessment and Agreement: During your pre-installation call, you confirmed feeling fully informed and comfortable proceeding with the program. The agreement remains valid, as the cancellation request came after the 10-day cooling-off period defined by the Consumer Protection Act.
  We’re here to assist further with any pending documentation or support you may require. Please contact our customer service team directly so we can ensure everything is addressed to your satisfaction.
  Sincerely,
  Ontario Smart Energy Customer Care Team

• Review fromGale B

  Date: 15/04/2025

  I had a "new" heat pump. which was installed January 19, 2025. On March 31 the heat pump was non-operational. I called Ontario Smart Energy on April 2nd to report the problem. I did receive a call from a technician asking if the furnace was working, which I said yes but the heat pump was not. I never received another call. I did call Ontario Smart Energy back twice and when someone did answer the individual told me that they would have to charge me $200 to send out a technician or wait until April 15 for the maintenance contract to start which would be $50 per month. This was news to me and $50 per month for 10 years is outrageous and something that I was not aware of. The temperatures have been outside have been below freezing.
  I called on April 3 to 3 numbers for Ontario Smart Energy and did not receive a call back. I called again on April 4 hoping to get some clarification and again on April and again on April 7, 8nd 3 times today. Out of desperation, I also called the supplier, **** * who were kind enough to take down the Serial number and coil number on the unit. **** * called me back and told me that they had no information on that unit nor me. I again called Ontario Smart Energy and spoke with a person asking about my warranty and he quickly said, I have to talk with my manager and hung up on me.
  I also sent them an email asking for clarification ***** * **** ****** ****** to OSE
  As mentioned yesterday, my heat pump had been inoperable for 3 weeks now.
  After our conversation, you mentioned that a service technician would contact me yesterday no later than 4;00 PM. as I have not heard from the technician l I am again contacting you again in this regard.
  I would also like information on the "Maintenance/warranty agreement". I have no knowledge of the "supposed" cost of $50 per month starting on April 15 and have no documentation of said agreement.
  My heat pump has not been working for 3 weeks.

• Review fromDanielle S

  Date: 01/04/2025

  This company ** ********** *** ***** ********** *********. The companies they deal with are also not honest in their transactions with customers . No
  Contact info provided and when asked for business card , they will not give. They tell customer to call OSE. We were given ********** documents for ******** Affordability Program . False papers on credit card payment and energy advisors not approved in their industry. ****** **** ****** 

  Ontario Smart Energy

  Date: 15/04/2025

  We are unclear as to what the customer is referring to when alleging the use of “********** documents.” Ontario Smart Energy is a fully accredited company, and we strictly adhere to all regulations outlined by the Consumer Protection Act (CPA). All documentation issued by our company is legitimate, verifiable, and in compliance with all applicable laws and standards.
  Furthermore, it is important to clarify that most of our sales representatives do not handle customer service or administrative matters directly. All inquiries, concerns, or document-related issues must be directed to our head office via our customer care department.
  We urge the customer to provide us with copies of the documents they are referring to as “**********” so that we may investigate further. These can be sent directly to ************@******************.com for proper review and follow-up.

• Review fromHelen M

  Date: 16/03/2025

  I am cancelling the contract with Ontario Smart Energy. I have told them to remove all their equipment. The heat pump listed as high efficiency is not. On the energuide scale 42 is high efficiency and 14 is low. this one is at 15. I was told it would work at 19 fahrenheit. This unit would not work at 20 F, 24F, 29F, 32F, 34F, not even at 40F. We had no heat for three days twice in December and January. I had to pay for an emergency furnace repairman to come at a cost of $418,00, which Ontario Smart Energy said they would reimburse me because their installers caused the problem, but never did. I also paid ******** the second time it would not work for $111.00 and was told that OSE installed a quick switch on the thermostat that usually burns out in 6 months, again I was told I would be reimbursed, but I was not.
  I have decided not to have them replace this unit that does not work with another . I can not go through another winter of hell.
  * **** * ** **** *** ******** *** ** * ************* ** **** ** * ** **** ***** ******* * ** ** **** *** ** *** ****** ** *** *****. We would wake up at 8:00 am and the temp would be 68F when it should be 75F. This happened so many times. The system would not switch to the propane automatically even when the outside temperature was well above the 19F when the heat pump could not keep us warm. I borrowed space heaters to use and the hydro was $250.00 more December to January than normal because of using them.

  Ontario Smart Energy

  Date: 21/03/2025

  Thank you for bringing your concerns to our attention. After reviewing your account and the documentation on file, we would like to clarify the following:
  You are not eligible to cancel your agreement at this time, as you are beyond the cooling-off period provided under the Consumer Protection Act (CPA). It’s possible that there may have been some confusion, but based on our records, you are currently enrolled with a cold climate heat pump unit (model 21C), which is designed to function efficiently in temperatures as low as -30°C.
  In regard to the $418 heater you purchased, we have already confirmed our willingness to reimburse this cost upon receipt of a valid proof of purchase. Kindly send the receipt to ************@******************.com so we can process your compensation.
  Our service department has made several attempts to contact you regarding your concerns, including leaving voicemails, but unfortunately, we have not received a response. As for the $111 service fee charged by a third-party provider, we regret to inform you that we are unable to reimburse that amount, as we were not given the opportunity to assess or service the equipment ourselves.
  Regarding your hydro bill concerns, it is likely that the higher usage is linked to the portable heaters mentioned. We would be happy to schedule a service appointment to assess your current system setup, ensure everything is installed correctly, and optimize your settings for maximum efficiency and energy savings.
  Please reach out to us at your earliest convenience at ************@******************.com or call our office directly to schedule a service call. We look forward to resolving this matter with you.
  Sincerely,
  OSE.

• Review fromH. S.

  Date: 06/03/2025

  Karam M. at Ontario Smart Energy was a disrespectful human being. He ******* me and my wife in purchasing an overpriced heat pump and furnace in 2023 and utterly failed to disclose that the interest rate on the 0% financing loan could materially change after the 2 year period. He assured at the time it would be similar to what it was at that time just to make the sale and his commission and now that he has left is disrespectful completely towards us. * ***** **** *** ********* ** ***** ***** ****** ********** *** ******* **** ******* ***** ****** ** *********** **** ***** ******* *** I am sure there are many make false promises to their customers and are only there to benefit their own pocket. Also he promised significant savings on our utility bills by analyzing our bills at the time. Low and behold that never fully happened, our winter heating cost's significant jump fully covers any savings in spring and summer. Based on my experience, all salespeople especially door to door are complete ******** at Ontario Smart Energy. Don't be fooled in going with this company. Their license to operate should be removed.

  Ontario Smart Energy

  Date: 10/03/2025

  We strive to be fully transparent with all terms and conditions, which are provided in multiple documents, including your loan agreement and invoice, as well as confirmed in a recorded verbal conversation before installation. The interest rate is part of the contract terms, and we do not make false promises to our customers.
  If you have any concerns about your utility costs, please reach out to our customer service team, and we’d be happy to connect you with our service department for guidance on optimizing your settings for maximum savings.

  H. S.

  Date: 10/03/2025

  Ok please connect with someone on the utility cost savings.
  Karam M. did make false promises at the time on interest rate and also on utilities we now realize. You guys have a bunch of salesmen that continuously *** to average folks to make the sale and commission. Unfortunately, we were part of getting duped.

• Review fromEva B

  Date: 10/02/2025

  Please be carefull when signing up a contract. We really have a very bad experience with Ontario Smart Energy because their agent come to our home and promised us that if we will do our upgrade, we’ll get our rebate from the government and it will also help us lower our bills. The total amount of the upgrade was $25000 and Jason told us that we’ll be paying $151.36/month and there’s no chance that it will go up but after 11 months of paying it goes up to $268.70 which is almost double the original amount. ** *** ****** *** **** **** ******** Also, it’s really hard to call them if you have inquiries or any issues. Don’t be deceived by the good benefits they will offer. Please read the contract before you signed it. Ontario Smart Energy agent mislead you just to persuade you. It’s a clear misrepresentation because it’s not really worth having this kind of company. We really regret changing our previous provider. We feel that they will bury you alive so please be careful. ** ******* * **** **** ****** *** **** * ***** **** ***** Lastly, till now no rebates receive. ** *** ******* * *****

  Ontario Smart Energy

  Date: 18/02/2025

  Thank you for taking the time to share your feedback. We understand your concerns and appreciate the opportunity to clarify the situation.
  Regarding the discrepancy identified during the audit, we acknowledge the issue and have already offered an alternative in-house rebate as a resolution. Our goal is always to ensure fairness and transparency in our processes.
  With respect to the increase in your monthly payment, we encourage you to review your contract and invoices, which clearly outline the terms of your interest rate. The rate was locked for a specific period, after which it was scheduled to adjust accordingly for the remainder of the amortization. This was also explained during a recorded call before your installation, ensuring that all details were communicated transparently.
  We understand that interest rate adjustments can be challenging, but we want to reassure you that the terms were fully disclosed, and you had a 10-day cooling-off period to review and reconsider the agreement. That period provided the opportunity to ask questions or withdraw if necessary, which was not exercised.
  We remain committed to customer satisfaction and are happy to discuss any further concerns. Please feel free to reach out to us directly if you’d like to explore additional options or require further clarification.

• Review fromTela M

  Date: 21/11/2024

  I was approached because I had filled out an information form on social media, for further information on rebates for energy systems. The caller informed me of rebates I was eligible for and they could come for an assessment the next day. Two men showed up - very nice, very polite, seemingly very knowledgeable. They asked to see our energy bills, looked at our A/C and furnace, and showed us some calculations on how much we could save. We were impressed, and asked if we would qualify. A call was made. We then got an immediate reply that we had been approved and they could come install the next day, sign here for a 20-year-contract of $27,500, at 3.99%. For a heat pump and tankless water.
  It became immediately clear this was a sophisticated sales pitch. There is no grant, but their own in-house rebate - aka, sale price. When pressed for details on the source of the grant, first they said it was some Green Solutions grant but when I searched the web for this, I only found an unfinished website. I had to push hard for emails from head office and written details of the offer. There was no information on the brand or model of heatpump, no mention of higher energy use for tankless water heaters, and combined with the immediacy of the install offer ("we won't be in your area next week, it's now or never") and the lack of transparency in the financials, ** ** ***** **** *** ****** ********* ** *** ****** ********** ** ******* **** ****** *** ********* ********** **** *** ******* ****** ** *** **** ******** ****. I am careful and do my research usually, and was almost taken in. It's very *****, this approach. Be very careful.

  Ontario Smart Energy

  Date: 26/11/2024

  Thank you for your feedback. We appreciate the opportunity to address your concerns.
  We’re not entirely sure what aspect of our service you found “shady,” as we strive to be clear and transparent throughout our process. You requested an assessment, which we provided free of charge. During the visit, we discussed the options available, outlined the associated costs, and provided full details of the terms and conditions that would apply to the services you were interested in.
  Regarding rebates, we explained the various options, including government rebates currently available as well as in-house rebates designed to assist customers who may not qualify for government programs. We believe these options provide flexibility and added value.
  As for financing, this is a popular choice among many of our customers who prefer manageable monthly payments over a large upfront expense. This approach allows more homeowners to access energy-efficient solutions without significant financial strain.
  We value transparency and make every effort to ensure our customers fully understand their options before committing to anything. If you have any unresolved questions or require further clarification, we’d be happy to assist.

• Review fromJason H

  Date: 29/10/2024

  I recently worked with Ontario Smart Energy to replace my heat pump and water tank, and I couldn't be more satisfied. The team conducted a thorough assessment of my home, ensuring they understood exactly what was needed to improve efficiency and comfort. Their installation was both quick and professional, and they took the time to answer all my questions along the way.
  The whole process felt seamless and organized, from the initial consultation to the final installation. I would highly recommend Ontario Smart Energy to anyone ******* ** ******* ***** ****** ****** ********

  Ontario Smart Energy

  Date: 31/10/2024

  Hello,
  Thank you so much for sharing your experience with Ontario Smart Energy. We’re thrilled to hear that you couldn’t be more satisfied with our service! Our team is dedicated to providing thorough and personalized assessments to ensure we meet the specific needs of each home, so it’s wonderful to know you felt our attention to detail throughout the process.
  Making the experience seamless and organized from start to finish is a top priority for us, and we’re delighted that you felt well-supported through every step.
  Thank you again for your kind words and for choosing Ontario Smart Energy. Please don’t hesitate to reach out if there’s anything more we can do for you

• Review fromMichelle H

  Date: 22/10/2024

  The sales representative that cane to our home made ********** and ********** claims regarding potential savings, rebate amount, the quality of the equipment and the potential for a buyout after a 12 month period.
  Subsequently our debt was sold to a finance company and neither they nor Ontario Smart Energy sought to resolve our complaint regarding the blatant ***** perpetuated by the sales representative.
  The promised savings have yet to appear and all that has happened is a large debt which was not required and low grade equipment that they have priced at 3 times or more than it's worth.
  There is nothing Smart about dealing with Ontario Smart Energy!

  Ontario Smart Energy

  Date: 31/10/2024

  Dear Mrs. *********,
  First and foremost, we’d like to apologize for any inconvenience you may have experienced. We take your concerns seriously and have conducted a thorough review of our records and communications with you.
  Our records indicate multiple conversations with you, during which we provided clear explanations regarding the terms and conditions of your agreement. You signed an invoice and a loan agreement detailing the total amount of $24,500, along with information regarding our finance company. All these details were also outline during a recorded verification call. We have consistently been transparent about the terms and conditions along with pricing etc.
  As part of our process, you were given a free assessment and quote, and you subsequently requested the installation. The terms of your contract provided a cooling-off period to cancel, which was not exercised. As a result, we are unable to make changes to your account at this time.
  You have stated on several occasions that you have written documentation to support your allegations. However, despite our requests, we have not received these documents. At this point we are not able to make any changes to your account, please don’t hesitate to reach out. We are here to assist you however we can.