ComplaintsforEnbridge Inc.

• Initial Complaint

  18/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We had an Enbridge natural gas line installed to our home on January 31, 2023. The contracted company was here to install the line and an Enbridge worker was present, also.We received our first bill in March of 2023, totalling $175.07 for our monthly usage. We received our next month's bill in April of 2023 which totaled $300.43. To our surprise at the bottom of this bill it had an "extra length service charge" for $192.00 plus tax, totalling $216.96. We were never made aware of any additional charge for the installation at any point in time until we recieved this bill. Prior to installation, Enbridge provided email information stating that "a cost analysis will be completed to determine if an additional expense is required to add the natural gas main line extension. A cost estimate will be provided to the customer." I personally contact ********************** monthly to resolve this issue. Being told more than once that in the installation notes there is no details that an additional charge was needed. I've been told someone would call me back, several times, within 48 hours, no calls. Our bill has gone to collections twice because of this. I was told by Enbridge there was something placed on the account so there would be no issues if the full amount wasn't paid until this is handled. The first women I spoke to re: this at Enbridge told me to only pay our "usage" amount and not the extra charge amount. I called again today and spoke to someone named ****, in operations who said "the issue keeps coming back as a valid charge, there's not much else we can do." I asked for a copy of the estimate that was to be provided to me regarding this extra charge and **** stated he didn't have that as he was in operations, not service. We were never provided ANY estimate regarding any additional charge. If we were made aware of this why would I bother calling monthly to have this resolved?

• Initial Complaint

  13/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Three months ago I requested the gas line going to my house be disconnected at the mains so that I could complete necessary renovations on my property. Enbridge turned my gas off at my house and demarcated with paint where they would need to excavate the line...all very good. But I was told it would *********** to 8 weeks for them to show up here and complete the task. Three months later, nothing. The only communication I've had is that "they haven't forgotten me". It's proven nearly impossible to connect with anyone from Enbridge from the get go. Their automated phone systems put you on a continuous counterproductive loop. I've had to call their emergency number in order to deal with anyone. They finally gave me a number to call about my work order but nobody ever picks up the call or responds to messages. My contractor is working at another site where Enbridge has given a date 4 weeks out to have the exact same task completed. Now the weather is cold, I don't have heat in my house and my contractor might have to postpone the project til next year as he is unable to provide a date for the backhoe operator to start the project. I'm powerless in this situation, without heat and no way to communicate with Enbridge.

• Initial Complaint

  22/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my current home and moved in on April 28, 2022.I paid 25 dollars + tax for the new account set up with ************************************************* Gas is also responsible for charging me on the hot water tank rental fee from Reliance Home Comfort.However, according to Reliance, they never got an update about the name change on the account of my current home address from Enbridge.And Reliance needs to receive an update from Enbridge to change the name.I called Enbridge, and they REFUSED to help me with the name change update to Reliance.All I need from Enbridge is to help me change the name on the Reliance account since they are going to set up separate bills very soon, and as of now, it's still the previous owner's name on the Reliance account of my home address.

  Business response

  03/10/2023

  The customers issue has been resolved.

• Initial Complaint

  24/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint refers to my gas bill dated Aug. 17, 2023(see attached) Enbridge stated I was overcharged for gas used previously billed. They calculated a refund. However I noticed they had not included the HST refund that I should have received by the fact of overcharging me on the last bill. When I contacted them they said they would not give me a HST refund since that money was sent to government and there was nothing they could do. I cannot believe they could not get a refund from government wrt overcharging me. I have included the bill for your perusal. You can see how incomprehensible it is which is another complaint I have which they are not interested in resolving. They are not interested in customer satisfaction, the bottom line is profit. Even though I am talking about a small amount of money if this is a common practice by Enbridge a few dollars multiplied by 2,000,000 customers amounts to a good chunk of change. It is the prinicple of the issue which counts.

  Business response

  05/09/2023

  Hello, 

  This customer submitted a case to the OEB about the same topic. We have answered the customer through that portal. Thank you. 

• Initial Complaint

  16/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account accuracy. I'm unable to solve issues with Representatives or supervisors of the company. I have been dealing with this matter since early this year without any resolution

  Business response

  24/08/2023

  The customer's issue has been dealt with and the issue has now been resolved.

• Initial Complaint

  24/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I realized that Enbridge kept churching me for a good part of spring and whole the summer per $ ***** every month. I these months I did not turn on my furnace even for one minute. I been told that that is a minimum charge no matter if you use gas or not !I believe this is a *** *** *** * ********* ****** **** **** **** *** ** ******* ******** **** **** *** *** * ******* ****** **** ** *** ***** *** ******** *** hope Enbridge remorse my money and stop this non sense charge. They say you could disconnect your gas for the summer period but they would charge me about * ** for reconnecting? I ask them to disconnect right a way but they scheduled me for Aug. ********************** for one more week. All this business is ridiculous.*******************************

  Business response

  25/07/2023

  The disconnection of the service is scheduled for ****** **** *****  The turn off of the service is scheduled within seven business days from when the turn off is requested.  Customers are charged to the date the service is turned off.  The customer charge is a monthly charge whether gas is consumed at the property or not. The monthly charge partially covers the cost of maintaining a safe and reliable natural gas distribution system which includes meter readings, customer services and ******* emergency response.

  The customer was able to request the service be turned off earlier but we were not contacted until ****.  Any applicable charges will be billed until the service has been disconnected.

  Customer response

  25/07/2023

  As you see in the bill, there is no mention about the disconnection. If Enbridge has hidden this option some where that customer hardly can see it* ** ** * **** ** ********* ***** *** ** *** ** ** ******* *

  Regards

   

  ***********************

  Customer response

  03/08/2023

   
  Complaint: 20358590
  
  I am rejecting this response because: 

  According to the first document the approved minimum charge by the energy board is $ 20 that with HST would be $ *****. However Enbridge is charging me $ ***** even if I don't use gas!.

  The main issue is that, this company does not mention on the monthly bills that the customers have the option to disconnect the gas for the period that they don't use it and reconnect when they need it to save money. Unfortunately even their customer service agebt did not have a clue for this careless practice.
  

  I hope you can have the company to address my concerns and refund me for the extra charges that they have done so far  and make sure to provide enough information to their customers to choose their proper options.
  

  Thank you in advance.
  

  
  Sincerely,
  
  *******************************

  Business response

  04/08/2023

  Section 6.4 of our Conditions of Service outline that charges, which include the customer charge, is billed monthly.  The customer charge is outlined as follows:

  All customers pay this recurring monthly amount that covers meter readings, equipment, maintenance and 24/7 emergency response. This charge is billed monthly whether or not you consume gas during the month and is approved by the ********************.

  The Conditions of Service is on our website at www.enbridgegas.com.  

  Since the meter was not turned off, we will not be reimbursing for the customer charges. 

• Initial Complaint

  28/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In early January, we switched from gas to electricity for all our house appliances. The only way to get something going with Enbridge was to do a move request, which we did on ******* ****, and then on ******* ****. We were then able to call on the same day to explain the situation. We were told that a final reading needed to be done and the gas had to be disconnected, that it would take two months. We called again on March ****, and resolved everything, paid the last bill on the **** ** ***** in full, in the amount of *******. At this point, our account and service with Enbridge should have been terminated for this house. 2 months later, we now have received a new bill, with a new account number, trying to charge us for estimated gas usage, that we did not use, since we are disconnected from the gas, and also for gas delivery charges. We were able to call on **** **** to dipute this, but we were unable to get an immediate resolution. Instead, we were told we would get a call back. We would simply like to have the account and service properly closed, like it should have been in march.

  Business response

  10/07/2023

  We are working with the customer to resolve this issue

  Customer response

  10/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have not shut the meter down yet but are telling me they will soon. They have however reversed the inadmissible charges to our account. Should there be another issue with the meter being shut down, I will make another complaint.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  15/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to complain about Enbridge Gas. They discontinued my account in ******* from an error on their part. It has been absolutely impossible to contact them except via mail. A registered letter was sent to the home office in Scarborough with proof that the bill had been paid and was received there on *** *** ****. I have not received a response nor the restitution I requested. They are continuing to send correspondence to this address with another person 's name on it, not my name and they are continuing to send collection notice emails for the bill in question which had been paid. I find this extremely irresponsible, unprofessional, disrespectful and extremely frustrating.Sincerely,************************* **** *** **** ** ***** *** **********

   

  Please find attached my bank statement showing the bill was paid. Also, please see the letter that I sent - attached. I am requesting my account to be re-opened, at least a letter of apology and financial restitution for the damage done.
  It is curious that I haven't received an Enbridge Gas bill from May onwards and am still receiving collection notices for the bill in question.
  The letter, which I sent Registered, was received by the Enbridge ********** in Scarborough on May 31, 2023.
  I hope you can help.
  Thank you so much.
  Kindest regards,

  Business response

  16/08/2023

  The issue has been resolved and customer informed.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November **, 2021 I became the owner of ***********************************************************On August ***, 2022, I received a very high gas bill for $******. My first thought was I had a gas leak. After determining that I didnt, I called Enbridge to enquire.On August ***h, I called Enbridge. I was informed on the call that this bill was based on my current meter read. On August ***, 2022, Enbridge read my meter as *****m3. I asked when the last time my meter was read, I was informed it was read on August ***, 2021 at *****m3. I was shocked as I have never heard of this in the 16 years I have been an Enbridge customer. Typically meters are read every other month, and always read on the date of ownership change. I asked why this was as my meter is on the front of the house with no obstructions so there should be no issue on reading my meter. The customer rep on the phone did not know why, did mention that this property was a former ********* property and that ********* and Enbridge merged around the time of the last meter read in 2021. I asked how do you know what to charge me if you dont know how much gas I used and how much the previous owner used. The only known fact is that ****m3 was used by two different users. The Customer Rep indicated they would start a case file for this issue.Since then, they have offered a small 'calculated adjustment', but still can't tell me what I used and what the previous owner used.Summary of Issue:I am currently disputing what I have been charged and what I owe for the period of November **** 2021 to August *** 2022. My meter was read on August 2nd 2022 at *****m3. Prior to that the last meter read was on August *** 2021 at *****m3. This equals a difference of ****m3. During that time period there was a change of ownership. How does Enbridge know what to charge me if Enbridge doesn't know how much gas I used and how much the previous owner used?

  Business response

  09/05/2023

  The customer was contacted and provided an explanation for his inquiry. Unfortunately, the customer is not in agreeance to the explanation or proposal for resolution. 

  Customer response

  15/05/2023

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

  Enbridge has failed to provide any responsibility in neglect or fault in this issue. Enbridge has agreed that they did not read the meter on change of ownership, and has defended that this is acceptable business practice. Enbridge has admitted that there is no way to know what amount of gas was consumed by the previous owner or what amount was consumed by myself. Enbridge has offered a small adjustment due to 'estimates' and 'usage patterns'. Enbridge also offered payment assistance. This is their proposal that I am not in agreeance to. Enbridge is neglectful of their responsibilities at creating a new account, and the customer is currently assuming responsibility for Enbridges neglect. This is not an acceptable solution. I have offered a counter proposal, which Enbridge has rejected. I also asked for this issue to be escalated to a supervisor or next level, as I feel the customer representative I have been emailing with does not understand the issue or does not care about the issue.

  I last responded to Enbridge on May ***, and as of today May **** I have yet to receive a response.

  I will not pay for what I have not consumed. I would not accept this from any goods or service providers, I will not accept this from Enbridge. I have been a customer since January 2007 and I have always paid my bills on time for what I have consumed. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  25/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  yet again enbridge takes the cake. i had all estimations removed from my account so i have to submit the actual reading. I recieved my may bill which was **$. my meter reading hasnt changed in the last 8 years, so they are based on the estimation on what? i submitted my meter reading 2-3 weeks prior to this bill coming out and yet i have this **$ dollar bill. i called two months ago for a stop payment on the same issue and it was removed from my account. i called put a stop payment on this bill and then called the bank to make sure a stop was applied. i am just so frustrated with this company taking payments and over charging!

  Business response

  01/05/2023

  The customers inquiry has been resolved.

*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. ↩