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Posted June 1, 2012

Door to Door - TIPS

Kitchener Utilities warns customers to beware of door-to-door marketers

KITCHENER – Kitchener Utilities has been advised that several door-to-door marketers have been sharing incorrect information with residents across the city, claiming the publically owned utility is no longer renting water heaters to its customers. These marketers are also claiming to represent Kitchener Utilities and offering to replace the customers’ rental water heaters on the spot.

This is absolutely false.

“Kitchener Utilities is not getting out of the water heater business - and we do not knock on doors to do any water heater work,” said Wally Malcolm, director of Kitchener Utilities. “A customer will be notified in writing with a formal letter if any work must be done on their water heater.”

Customers calling into Kitchener Utilities are saying they are also being told the venting on their water heater is a safety hazard, and the alternate water heater provider can install a water heater for free.

“Your water heater venting is safe,” Malcolm said. “As per TSSA (Technical Standards and Safety Authority) regulations, when water heaters are replaced, venting is upgraded - but the current venting is safe. Venting does not have to be changed until the water heater is at the end of its useful life and requires replacement. Our customers’ safety is of the utmost importance to us, and we provide quality service to ensure our customers are satisfied and safe."

Another falsehood customers are being told is that Kitchener Utilities doesn’t offer ENERGYSTAR water heaters - and that the marketers will replace and install an ENERGYSTAR water heater for free.

“We offer ENERGYSTAR water heaters for new installation; and when any existing water heater is replaced, it is replaced with an ENERGYSTAR model and we take pride in supplying the latest and most up to date technologies and efficiencies for water heaters." said Malcolm.

Kitchener Utilities encourages customers to know their options if they encounter a door-to-door marketer of this nature, and offers the following tips:


Do NOT let anyone in your home without proper identification and do not show your bill to anyone. That is personal information.

Companies that sell door-to-door are sales people. Be sure to clearly understand all the terms and conditions of the offer presented to you at the door; don't feel pressured into entering into a new agreement at the door.

Rental water heaters are owned by your rental company. Your rental company is the only authorized body to work on their own equipment.

If you have any questions about the efficiency of your water heater and ENERGYSTAR water heaters, contact your current rental provider first. Do not engage into any new contract without knowing the facts.

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