ComplaintsforOntario Go Green

• Initial Complaint

  28/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint against Ontario Go Green and would like my current contact ended. When Ontario Go Green came to our door unsolicited, they posed as ******** employees promoting a green program. I was coerced into signing a contract without having reasonable time to decide or consult with my spouse or review the contract in detail. The contract they put in place is set for an unreasonable time period of 10 years - initiated in 2019. I never would have signed a contract for this length. We have been paying for this ********** arrangement that was added to our ******** bill and are up to date in billing however we want to end this contract now. We recently were contacted by the ******** **** *********** ****** *********** who is saying the billing for Ontario Go Green is now through them and to provide my account details to arrange payment. I refuse to provide this information and am asking to end this contract that was arranged under false pretenses, with a horrible company with poor track record. We never would have done business with either company and are only here because they **** to us and said they were part of ********. We honoured this horrible deal to date however they are asking to change the arrangement. Further, there was a previous contact established in 2012, that was ended early in 2019 and so there is precedent to end the contract, which is all we want to do. The quoted charges were also higher than the $50/120 month cost through ******** and they have inflated pricing for a tankless hot water heater, with total charges being 3-4 times the cost to purchase a water heater. I understand this Ontario Go Green company has a lawsuit against them, and I was contacted by lawyers to join this lawsuit. ******** ***** ** ****** ** ******* **** ************ ****** *** ** ******* ** ** ******** ** ********  I will not provide my personal information to these ************* organizations. I'd like assistance to end this contract as soon as possible.

  Business response

  25/10/2023

  Dear Mrs. *******,
  
  
  Concerning this matter, we apologize that you have had a negative experience so far. We will take this opportunity to address your concerns accordingly.
  
  In 2012, you entered into a contract with Ontario Go Green for a Water Heater. The equipment was located, installed, and in working condition at your property. OGG commenced billing you via ******** as initially agreed. Please note that OGG only billed you for part of the term due to the execution of the new contract in 2019. Therefore, OGG waived the remaining amount from the 2012 contract.
  
  On August 15, 2019, you and Ontario Go Green agreed to replace the Water Heater by executing a new contract for a brand-new unit. However, it was until August 24, 2019, that the installation took place. That means ten days after the execution of the contract. Therefore, you had plenty of time to review the agreement and discuss the information with your husband or to seek legal advice.
  
  Those ten days represent the Cooling-off period you had by law to cancel the Agreement. However, you did not exercise that option. Furthermore, there is no violation of the CPA, specifically Bill-59 (door-to-door), as you were an existing customer.
  
  Please note at the time of the execution of the contract, you decided to be billed via ******** and not via PAP. Therefore, you provided OGG’s agent with your EDG number to be billed. Ontario Go Green submitted the contract to ******** **** *********** ****** *********** for funding. Thus, ***** obtained the full ownership and rights of this contract including but not limited to the right to bill you to recover the amount funded to OGG. The agreement states that ***** charges will appear on the other company’s section of your ******** Gas Distribution bill. These offers and claims are made by ***** alone. ***** is not owned by or affiliated with ******** Inc. or ******** Gas Distribution.
  
  You are claiming that ***** is changing the Agreement.  As you are aware, ******** Gas Inc. has announced it will end its Open Bill Access program as of December 31, 2023. This program allows companies such as ***** to include their charges on customers’ gas bills. This ******** decision was made as the program doesn’t align with their long-term strategic priorities. Therefore, it will be required to change to the Pre-authorized Payment method, “PAP.” ***** issued and mailed four (4) letters to obtain a copy of the void cheque to continue billing you for this contract and avoid billing disruptions. Regrettably, you did not yet provide us with a copy of the void cheque.
  
  ***** wholly owns this contract, which has a Notice of Security Interest registered for such. ***** did not violate or change the current agreement for the water heater.
  
  I hope this clarifies your concerns. Otherwise, please contact our office at your earliest convenience.
  
  
  Kind regards,
  
  ******** **** *********** ****** ************
  
  
  

  Customer response

  02/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Response to Better Business bureau – Ontario go Green – November 2, 2023
  
  Thank you for the response to our concerns, unfortunately we found them to be quite unsatisfactory as they don’t acknowledge or address our complaint in any way.
  The company maintains that this agreement was signed with our knowledge and consent, which we have repeatedly said is not the case. The company seems not to contest this fact which completely undermines their entire position and all their claims.
  To recap again, in 2019 we were approached at our house by people claiming they were from ******** and that they were promoting an efficiency program to replace/update old equipment. After raising no objection, we were asked for a signature that would provide consent for the removal of the old piece of equipment (water heater). In this 3 min conversation that they company initiated, they completely concealed the true nature of their purpose of selling new equipment. As this was never presented to us as a contract or obligation to buy anything, we were not left a copy of this “agreement”, nor were we expecting one given the conversation. Without a copy of this agreement, we were not given the mandatory opportunity to review in the cooling off period the company says we had, and are entitled to. Had we been given this opportunity, we would have quickly seen the poor at best customer reviews and numerous accusations against this company and the one they financially enable.
  At no time were we looking for any products or services offered by this company nor the one they finance and enable to wander around duping ******** clients. Had they identified themselves as working for the company they do, there would have been no further conversation.
  The company also alleges we made “a choice” to be billed via our ******** account instead of PAP. Again, this is completely false as an option was never presented, and a choice in this matter was never made on our side. The company is no longer allowed to bill via ******** – in our view likely for conduct like this – and is now looking for more information from us to create an account and receive payment. Again, we were only told we would be billed via ******** from people claiming to represent ********. If we don’t provide this payment information, they say we owe them an absurd amount of money, more than double the cost of the average tankless water heater in Ontario – and that is after we’ve already paid close to the average cost of a tankless water heater in monthly fees.
  In addition to all this, after some research into this company we refuse to provide any further information, there are numerous complaints online that once paid, their partner company no longer responds to customer issues and service requests, warranty or not. Simply put, ******* ** ********** ******** *** ********* ****** ********** ** ********** ** *** ******* ** ********* *** we would never entertain contacting them for any service or product when so many other reputable options are available.
  We will also remind that we were approached by a consumer protection agency regarding this experience, as there are many, many more victims of this company’s intentional deception.
  As the company has also confirmed in their response that these “agreements” can be waived at any time, as they point out was done in 2019, we would like to do the same at this time. Given the circumstances discussed above, we don’t see the “agreement” the company keeps pointing to as having any validity at all. A simple internet search shows our position is consistent with both provincial legislation and federal laws.
  Given all this, we feel a more than reasonable compromise in this situation that will leave the company whole is:
  

  the “agreement” is hearby terminated,
  the company will keep the money we’ve paid to date,
  and we will make arrangements to return their unit to them at a mutually convenient time no longer than 3 weeks from date of agreement. 
  
  
  
  Sincerely,
  
  ******** *******

  Business response

  17/11/2023

  Ms. *******,
  
  
  Concerning this matter and your response to the BBB, please be advised that the resolution you seek is not viable or doable, as your statements are inaccurate.  
  For clarification purposes, ***** Credit Inc. was the financier of the 2012 contract. ***** Credit is an independent company of Canadian Home Improvement Credit Corporation.   
  
  On August 15, 2019, you entered into a Rental Agreement with Ontario Go Green (OGG) for a Water Heater.  The equipment was installed at your property, and OGG submitted the agreement to ***** for funding.   
  
  ***** does not directly enter into Rental Agreements with the customers, but rather, ***** purchases such agreements from parties engaged in the rental or leasing agreements of home service equipment. It is *****'s practice to carry out administrative duties in respect of the Agreements for billing and finance purposes. In addition, please note that ***** does not install or remove home service equipment, nor does it supervise, direct, or control any such installation or removal.  
  
  *****, as a responsible lender, relies on a valid and enforceable contract you voluntarily signed. Only after ***** has performed its diligence and is completely sufficed that the homeowner is 100% informed and satisfied with their purchase do we proceed to fund this deal, acquiring full rights on the contract, including the right to bill you and to register a Notice of Security Interest against the property’s title.  
  
  Addressing your concerns, the 2012 rental agreement was financed by ***** Credit and the 2nd agreement was funded by *****. Therefore, the companies are independent of each other.  
  
  As part of *****'s due diligence, we realized an outstanding balance from the 2012 Rental Agreement. ***** paid the remaining balance to the Financier, causing the closing of the account. For reconfirmation purposes, you did not pay the outstanding balance for that rental agreement. Such an amount was not transferred to the contract financed by ******** **** *********** ****** ***********.  
  
  ***** registered a Warranty Certificate for the 2019 Rental Agreement as part of the funding process. 
  
  You alleged that this contract was not under your knowledge and consent. According to our records, you received a copy of the agreement and supporting documents at the time of the execution. Then, on September 27, 2023, we provided you with a replacement copy.  The fully executed copy of the agreement and the installation certificate show that you've been given your consent. 
  
  The agents were wearing an Ontario Go Green shirt, and contrary to your allegations, OGG agents did not represent themselves as ******** employees. Also, ***** does not have agents on the field. In addition, the contract itself notes that ***** is not owned or affiliated with ******** Inc. or ******** Gas Distribution.  
  
  You noted that the agent asked for your signature that would provide consent to remove the old water heater. You are referring to a Removal Certificate. This document is unrelated to the Rental Agreement. 

  Furthermore, the options to be billed were presented to you at the time of the execution of the contract.  We invite you to review your Rental Agreement, and you will confirm that both options are noted on the document. 

  Per the Consumer Protection Act, you may cancel this contract within ten (10) days (The Cooling-off Period). You did not exercise this right. Furthermore, if you were not satisfied with this agreement, you should have cancelled this agreement within a year of the execution of the same. You did not exercise this option either.  
  
  ***** mailed four (4) letters to your attention regarding the end of the ******** Open Bill Access Program, effective as of December 31, 2023. You must provide us with a copy of the Void Cheque to avoid billing disruptions.   
  
  ***** wishes for this contract to run its course until the end of its term.  ***** is not in a position to arbitrarily terminate this contract after receiving regular monthly payments since the execution of the Rental Agreement. *****’s interest is in the enforceability of the valid contract. 
  

  We are willing to entertain a settlement negotiation and we are waiting for your email response.
  
  We are confident that this will be resolved without further escalation .
  
  Thank you,  

  ******** **** *********** ****** ***********.

  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased our house 4+ years ago and we were not made aware of the rental furnace. The furnace needed servicing a few years ago and getting a technician to come in was painful. The help line I called told me that they do not provide weekend service (middle of January in Canada…-25 degrees outside, down to 12 degrees in our house) that was ultimately resolved. The CURRENT issue: Our furnace has just died again and calling the number on our furnace (same as on Ontario go greens website) actually forwards me to a different company called ***** Credit. The person I spoke to was nice but had never heard of Ontario go green and does not have our house on file as having their equipment. A tech is apparently being dispatched but after researching these 2 companies, * ***** **** **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩