Business Profile

Natural Gas Companies

FortisBC Energy Inc.

Complaints

This profile includes complaints for FortisBC Energy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:13/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have ALWAYS been billed bimonthly, for 6 years now. ******** they switched it to monthly and are adding late fees. Their customer "support" is lying to me and claiming we've always been charged monthly and that we're confused. They claim they don't offer bimonthly plans. Their lie is proven in the screenshot I will happily provide.
Business Response
Date: 18/02/2025
FortisBC representative attempted to contact this customer to discuss and resolve their concerns, however, has only been able to leave a voicemail to return their call.

Further, FortisBC ************ can confirm that customers are only billed monthly, and can provide this customer with their monthly billing since the account was opened should they choose. In regards to the screen shot shared from a ****** search, FortisBC Electricity does have bi-monthly billing which would be why this customers search results would indicate yes.

FortisBC encourages this customer to contact ********************** to answer any specific questions they have regarding the account billing, contact can be made by calling **************, Monday to Friday,7:00AM-8:00PM
Initial Complaint
Date:07/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved out of an apartment in August of 2022 after living there for only 6 months. I cancelled my account online and over phone but Fortis BC did not acknowledge my request. 2 other tenants after me were living there and paying the bill under my name. The tenants changed my email address on the account to theirs, and Fortis BC let them do that without my consent. and now, when the last tenant has not paid the bill, they are sending the overdue amount under my name because my account was not closed. I am highly dissatisfied. 2 representatives that I spoke to at ********* were so rude and arrogant. Their names were ***** and ******. I have received a final notice of payment for $70.15 which I wish to have waived since I have nothing to do with the account.
Business Response
Date: 14/02/2025
A FortisBC **************** Manager has contacted this customer and is working with them towards a resolution on their concerns.
Initial Complaint
Date:15/01/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a bill from Fortis before the postal strike for billing period September 7, 2024 - October 3rd, 2024 to where I had a credit amount for .73. that stated no need to pay this bill. So I didn't. Then after the postal strike on December 3rd, 2024 I received a bill for $213.78 for the billing period of Oct 4th 2024 - November 6th 2024. Right away I went out to check the meter and was shocked at how off whoever it was that read my meter was. On my bill it had my last bill actual reading as 1163 and a this bill reading at 1292. I live alone in a mobile home. The real actual number was 1178 in which I took pics of and called fortis immediately. I was irate that's a huge difference. The guy I spoke with was also shocked. So he told me that he was going to put protection on my account...and take off any late fees and told me not to worry about paying anything because I would have a credit the next month. Then yesterday January 14th, 2025 I received a paper bill that stated I owed $245.12 for the billing period of November 7th 2024-December 6th 2024 to where it states they did not receive my full payment. Now I am really upset. So I call again. I spoke with a customer service **** then she passed me onto a supervisor...then the supervisor had the manager call me ******* where I was told that the amount was wrong ...but that I owed $17?.?? For a 3 month billing period...I was like how can that be possible. Then the manager says it was because I didn't pay the entire bill that I received for $213.78...that I only made a $***** payment. I made a ***** payment despite being told I did not need to make a payment because that bill was so wrong. I still am not even at 1292. So I explained this to him to where he could not say anything for a response in that moment instead he had to put me on hold. He listened to my call from the 3rd he told me his employee was wrong telling me I had a credit and not to pay....it's not right I am paying for all their mistakes
Business Response
Date: 24/01/2025
A FortisBC **************** Team Manager has attempted to contact this customer regarding their billing concerns via telephone and has left detailed voice messages with direct contact information to return their call.

FortisBC encourages this customer to return the Team Managers call so they can review, discuss and resolve their billing concerns.
Customer Answer
Date: 26/01/2025

Complaint: 22813375

I am rejecting this response because I have already called Fortis twice. The second time I called I spoke with 3 different people. 1 ****** I was told was a supervisor and the other I was told was a manager. The manager admitted to me that the first ****** I spoke with lied to me. However I believe he didn't lie to me. I believe that because the meter reading was so far off that I should have had a credit...my prior bill was a credit of .78..and I was no where near what they had down for my meter reading. Most of my prior bills for the year were credits that state do not pay. The first guy I spoke with told me to not pay anything because I would still have a credit.

Sincerely,

******* *****
Business Response
Date: 29/01/2025
FortisBC is committed to working with this customer to review and discuss their billing concerns as well as answer any additional questions they may have. FortisBC encourages this customer to return the *********************** Team Managers call, the voice messages left for this customer include direct contact information of the Team Manager.
Customer Answer
Date: 30/01/2025

Complaint: 22813375

I am rejecting this response because it is no different from the first response. I have provided documents to prove my case. A supervisor told me that a mistake was made....when someone makes a mistake it's their job to fix it. I should not have to pay because a fortis employee made a so called mistake. I don't think he made a mistake at all. But the other 3 *** I spoke with do. So either I should have had a credit instead of a charge or the guy i spoke with lied to me telling me NOT TO PAY because I would have a credit...the month the meter was read way wrong making it look like I used 4 months of gas in one month...that amount was obviously wrong....however it was still carried over to my next bill...when I should have had a credit. When I was told not to pay...I still made a 50 dollar payment and still ended up with a bill for close to $200.00.. ..for 3 months...I am supposed to get a bill every month...but because they made mistakes i get a bill for 3 months. Well maybe the guy who lied to me should pay it....it's not my mistake...they have the call recorded....I went through the BBB because I was lied to. I don't feel I can trust talking to anyone else. I don't feel there's anything to be discussed that hasn't already been discussed. This is my way of being protected.

Sincerely,

******* *****
Business Response
Date: 06/02/2025
FortisBC provides the following response to the BBB and this customer regarding their billing concerns received.

FortisBC provides the following summary and explanation of recent invoicing in question;
The November 2024 invoice was produced based an actual read, however, due to human error, the read was later identified as inaccurate, resulting in a higher-than-expected bill for the period.
The December 2024 invoice was produced based on an estimated meter reading, where estimations are calculated based on historical consumption.
In early *******, this customer contacted ********************** regarding the higher-than-expected account balance and provided a meter reading. The customers meter reading was lower than both November and December meter readings, revealing that the customer had been charged for higher consumption over November and December than had been consumed. The ******* 2025 invoice included adjustments for the November and December bills to correct for the meter reading error and to account for the associated credits. The ******* 2025 invoice matches the customer's meter reading, thus confirming the actual consumption that flowed through the meter.
FortisBC has recently taken another meter reading at the premises as part of the customers regular meter reading schedule that confirms that the customer's gas consumption is both accurate and billed correctly for the gas this customer has consumed at this premises during the period in question. Therefore, this customer is responsible to pay for the ********************** consumed as the customers premises because the customer benefited from the service.
*********************** operating tariff outlines the provisions for estimated meter readings and back billing and remedying billing issues. The tariff sections that apply in this instance are Section 16 (Billing),specifically subsection 16.4 and Section 19 (Back Billing), specifically subsections 19.1, 19.2, 19.6, 19.7, and 19.8. These sections of the tariff are included below for ease of reference.
16. Billing
16.4 Estimates
For billing purposes, FortisBC Energy may estimate the Customer's meter readings if, for any reason, FortisBC Energy does not obtain a meter reading.
19. Back-Billing

19.1 When Required
FortisBC Energy may, in the circumstances specified in this Section 19 (Back-Billing), charge, demand,collect or receive from its Customers in respect of a regulated Service rendered to its Customers a greater or lesser compensation than that specified in the Rate Schedules applicable to that Service.

In the case of a minor adjustment to a Customer's bill, such as an estimated bill or an Equal Payment Plan bill, such adjustments do not require back-billing treatment to be applied.

19.2 Definition
Back-billing means the rebilling by FortisBC Energy for Services rendered to a Customer because the original ******** are discovered to be either too high (over-billed) or too low (under-billed). The discovery may be made by either the Customer or **********************, and may result from the conduct of an inspection under provisions of the federal statute, the *** Act. The cause of the billing error may include any of the following non-exhaustive reasons or a combination of them:
(a) stopped meter;
(b) metering equipment failure;
(c) missing meter now found;
(d) switched meters;
(e) double metering;
(f) incorrect meter connections;
(g) incorrect use of any prescribed apparatus respecting the registration of a meter;
(h) incorrect meter multiplier;
(i) the application of an incorrect rate;
(j) incorrect reading of meters or data processing;
(k) tampering, fraud, theft or any other criminal act.

19.6 Remedying Problem:
In every case of under-billing or over-billing, the cause of the error will be remedied without delay, and the Customer will be promptly notified of the error and of the effect upon the Customer's ongoing bill.

19.7 - Over-billing:
In every case of over-billing,FortisBC Energy will refund to the Customer all money incorrectly collected for the duration of the error; except that, if the date of when the error first occurred cannot be determined with reasonable certainty, the maximum refund period will be two years back from the date the error was discovered. Simple interest, computed at the short-term bank loan rate applicable to FortisBC Energy on a Monthly basis, will be paid to the Customer.

********************** understands the frustrations the billing error and associated corrections may have caused this customer, and confirms the ******* billing accurately reflects the consumption, all related adjustments, and the balance owing.
Furthermore, FortisBC has used this customers feedback to follow up and provide coaching to the service representatives involved, focusing on enhancing service quality, customer experience and employee performance.
Due to the public nature of the BBB platform, responses are limited as FortisBC is bound by the personal information protection act (PIPA) that prevents disclosure of personal information. However, FortisBC continues to remain committed to working directly with this customer to answer any questions they may have. Additionally, A **************** Manager has sent a separate email directly to this customers email address on file that includes a breakdown of their account as well as the direct contact information for Team Manager, should they wish to discuss this matter further.

Regards
Customer Answer
Date: 07/02/2025

Complaint: 22813375

I am rejecting this response because no where in it does it mention anything in regards to me being lied to. A fortis employee I spoke with over the phone ( in which the have the call recorded that they have reviewed and openly admitted to me that I was lied to) told me NOT TO PAY AND THAT I WOULD HAVE A CREDIT ON MY ACCOUNT....Despite being told this I still made a ***** payment with the belief that by doing so that it would put me ahead. I am on disability. I monitor my bills closely. I have never fell behind with any of my utilities until this happened. I also have good credit....because of this mistake I may not anymore. So I am paying dearly for a fortis mistake. What I want is to know is what my correct bill amounts should have been for ******************* if not for their error. Idk how such an error was even made...and I want to know why they think it's ok for them to feel that it's the customers responsibility to pay when ****** employees lie to them.

Sincerely,

******* *****
Business Response
Date: 18/02/2025
FortisBC provides the following response to the BBB and this customer regarding their billing concerns received.
FortisBC recognizes the frustrations the billing and miscommunication around the billing that has occurred for this customer and remains committed to working with them.
A **************** Team Manager has sent further correspondence to this customer on February 14, 2025, that further details their specific billing and corrections made, as well as provided some options available such as enrolling in the Equal Payment Plan as well as extended payment arrangements to spread the current balance out over several bills.
FortisBC encourages this customer to contact a customer service representative at their earliest convenience to discuss the specific details around their billing and options available to them.
Customer Answer
Date: 26/02/2025

Complaint: 22813375

I am rejecting this response because they are refusing to take responsibility for mistakes made by them.

Sincerely,

******* *****
Business Response
Date: 13/03/2025
FortisBC provides the following response to the BBB and this customer regarding their billing concerns received.

FortisBC understands the frustrations the billing error and associated corrections / communications may have caused this customer. Further, ********************** confirms coaching to the service representatives involved, focusing on enhancing service quality, customer experience and employee performance has been completed to prevent future similar miscommunications from occurring. FortisBC confirms that the billing this customer has is both accurate and billable based on confirmed consumption that this customer benefited from, thus, no further bill corrections are required.

A FortisBC **************** Team Manager has attempted to contact this customer on multiple occasions following her request sent via email, however, has been unsuccessful in connecting. FortisBC encourages this customer to return the Team Mangers call so they review and discuss any additional questions they may have.
Customer Answer
Date: 25/03/2025

Complaint: 22813375

I have tried and tried n tried to upload invoices it will not work...the bills are wrong. There is an extra ****** added on one of the bills. November **** was supposed to he 66.82 minus .73 cent credit...but the amount forwarded to the next invoice is 166.24....

******* *****
Business Response
Date: 02/04/2025
A FortisBC Team Manager has attempted to contact this customer to review the billing in question and confirm it is both accurate and billable. The Team Manager left a voicemail for this customer to call them back at as well as followed with detailed emails to the customer explaining all charges. Should this customer have any further questions, ********************** encourages them to contact the Team Manager directly.
Initial Complaint
Date:04/10/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am bringing the matter to Better Business Bureau to request Fortis BC to dismiss the invoice of costs since there are no basis, legal and others, for Fortis BC to make claims against us.The fact that the sewer line of ************** was at the location long before the gas meter which was installed later.I request Fortis BC to show proof of my written permission for your gas meter on my property.Further, we need proof of actual work in detail of each item as listed in the costs by Fortis BC and the time corresponding to the actual work.There is nothing in the Provincial regulations to authorize Fortis BC to unilaterally impose costs under the disguise of descriptions of crew and equipment since we did not see anyone or equipment from *********, none from Fortis BC on site.If Fortis BC has not done any actual work, then we request Fortis BC to dismiss the charges.Further, we were not constructing, we were digging out by hand to repair the existing sewer line as instructed and problem locale marked by City of **********From our hand dug exposed sewer line, it was revealed that the gas meter line was at a depth that using mechanized excavation equipment is totally unnecessary for breaking the surface cover, City of ********* was present to witness the exposed sewer line.The plumber who probably had phoned Fortis BC in reference to the exposed sewer line was unable to work on the sewer line and had to leave the site. City of ********* was present as their service was requested while the sewer line work was completed by a separate plumber.
Business Response
Date: 17/10/2024
A FortisBC representative has been in contact with this customer and has reviewed and explained the billing received. FortisBC encourages this customer to continue to reach out to the representative they have been working with should they require clarity or have any further questions.
Customer Answer
Date: 18/10/2024

Complaint: 22381227

I am rejecting this response because:Fortis BC has not provided proof and instead repeat sending the Invoice and summary of invoice.
We need proof that work had actually been done on each item and the time as alleged by Fortis BC in the claim.
By law, Fortis BC must be accountable to the public and be transparent to show proof and not to scam customers.
I am bringing the matter to Better Business Bureau to request Fortis BC to dismiss the invoice of costs since there are no basis, legal and others for Fortis BC to make claims against us.
The following are two highlights that Fortis BC must dismiss the claims::
(1)
The fact that the sewer line of ************** was at the location long before the gas meter which was installed later.
If and when any problem due to Fortis BC interfering with the sewer line, Fortis BC should know better and was totally responsible.

Further, we need proof of actual work in detail of each item of work as listed in the costs by Fortis BC and the time corresponding to the actual work.
There is nothing in the Provincial regulations to authorize Fortis BC to unilaterally impose costs under the disguise under descriptions of crew and equipment since we did not see anyone or equipment from *********, none from Fortis BC on site.
If Fortis BC has not done any actual work, then we request Fortis BC to dismiss the charges.

We emailed to Frotis BC.
Mon 2024-09-23 3:59 PM
FortisBC cannot simply ignore our request for detail information for the kind of work done resulting in the invoice of a huge amount of $870 by telling the customers that the homeownerdid not have a BC1 Call ticket as per Provincial regulations and therefore the charges stand.
FortisBC must provide proof of work as we do not believe any of the work actually been done. We need proof and that is what we are asking from FortisBC.
It is totally unacceptable and FortisBC must be accountable to the customers. By law, ********************** must be upfront and provide answers:
What is FortisBC charge of $870 for? Is the $870 a charge for homeowners not making a BC1 call?
Where does it state in the provincial legislation of fees charged against homeowners digging on their own property without being aware that they have to call BC1 call?
What are the fees for not making a BC1 call?
If the $870 is not related to homeowner / customer being unaware of making a BC1 call, then what kind of work been done on each item as listed on FortisBC invoice?
What time was each item of work being done as listed on the invoice?
Who were the third party? Name of entity? What kind of work been done by the third party?

We need transparency and accountability from FortisBC and FortisBC must not and cannot simply ignore and deny our right and request of where this huge charge of $870 from!

If homeowrners are unaware of BC1 call and dig on their own property when there was no damage, where does it state in provincial legislation of fee charges against homeowners for being unaware of making a BC1 call?

It is improper and illegal for FortisBC to simply charge customers a huge sum of money by alleging that several items of work been done without evidence of details.
By Law, FortisBC must provide details on each item of work as claimed being done for the amount by FortisBC.

It is our right and my request is legitimate to request FortisBC to provide detail information on each item of work being done.
If FortisBC has not done the work as stated in the claim, then FortisBC is not entitled to charge the homeowner the amounts and must dismiss the charges.

However, if work been done as stated in each item of the invoice, then provide us, the customer, with detail information as to specifically what kind of work being done and the time work being done.
(2)
In reference to 37 (1) of Provincial regulations:

Where is the proof of my written permission to Fortis BC for the placement of the gas meter?

I request Fortis BC to show proof of my written permission for your gas meter on my property.

Further under Provincial regulations 37 (1) Duties of persons intending to construct near gas installation

Note: We were not constructing, we were digging out by hand to repair the existing sewer line.

We did not constructcontrary to Fortis BC misinterpretation and mistake, we are repairing our existing sewer line in accordance with City of ********* instruction and where **** problem of the sewer line. There was no damage when we hand dug and we did not make any emergency call to Fortis BC.

In reference to 39 (2)

We, did not make BC 1 call as we were unaware that we were digging on our own property and it is obvious the gas meter was right there and no need to look for it.

In reference to 39 (7)

From our hand dug exposed sewer line, it was revealed that the gas meter line was at a depth that using mechanized excavation equipment is totally unnecessary for breaking the surface cover, the soil.

There was no equipment needed whatsoever to require breaking the surface ground since we have already dug by hand the sewer line as ****ed by City of ********* and City of ********* was present to witness the exposed sewer line.

Provincial regulations
The following regulations and procedures from the Gas Safety Regulations
and the Occupational Health and Safety Regulations must be followed by
anyone who conducts ground disturbance activities around buried utilities.

Gas Safety Regulations
Procedures for a gas installation in vicinity of underground structures
37 (1) A person must not install a gas installation or allow one to be installed so that
the gas installation passes through or interferes with any underground
structure that is not solely for the use of a gas installation without the written
permission of the owner of the underground structure.
Duties of persons intending to construct near gas installation
38 A person who intends to construct an underground structure within one metre
of a gas installation must notify the gas company operating in the area at least
3 business days before starting the excavation for the structure.
Procedures for excavations
39 (2) A person who intends to excavate must, at least 2 business days before the
person intends to excavate, request from the gas company serving that area,
or its agent, information on the location of all underground gas installations in
the vicinity of the proposed excavation.
Hand digging to confirm location
39 (7) The indicated location of gas installations must be confirmed by the excavator
by means of hand digging and the excavator must expose the gas installations
at a sufficient number of locations to determine their exact positions and
depths before using mechanized excavation equipment for any purpose other
than breaking the surface cover.

What happened?

The problem with Fortis BC started when an invoice from ****** BC was billed (****** **** Fri 2024-08-23 10:47 PM) to my tenant ******** ********* and I called my tenant to find out what the bill was about.   I responded by contacting via email to request information from Fortis BC (see email sent by mac wb to Fortis BC Fri 2024-08-30 1:52 AM). Fortis BC email of Wed 2024-09-04 8:23 AM was brief of amounts claim with no details and Fortis BC email claim of Sat 2024-09-14 10:24 AM did not specify in detail of what actual work been done on each item of cost on the property.

Below see emails to and from we, property owner, and Fortis BC from most recent to the date when Fortis BC invoice sent:

Claims                        Re (External Email) To: Fortis BC     Thu 2024-10-03 10:05 Am

mac wb                      To: Fortis BC From: ***** Lowe Subject: by law, Fortis BC must show proof that Fortis BC had actually done the work as alleged on each item of work in the claim           RE: Fortis BC Claim 8113720     Thu 2024-10-03    6:13 AM

Claims                        Re: (External Email) To: Fortis BC From: ***** Lowe   Subject: request for information       Mon 2024-09-16 10:18 AM

macwb                       To: Fortis BC From: ***** Lowe Subject: request for information details on each item of the summery invoice          RE: Fortis BC Claim 8113720      Mon 2024-09-16 9:54 AM

Claims                                    Fortis BC Claim 8113720        Sat 2024-09-14 10:24 AM

mac wb                      Hello Fortis BC, I am requesting for information and still have not yet received the information in particular (1) and (2) from Fortis BC     Wed 2024-09-11   8:35 AM

Claims                                    Fortis BC Claim 8113720   Wed 2024-09-04 8:23 AM

Customer Billing      Re: Hello, Fortis BC, I have not received the information with regard to $870.90 since Fortis bc       Wed 2024-09-04 7:53 AM

Customer Billing      Weve received your email   We will respond soon   Fri 2024-08-30 1:55 AM

mac wb                      To: Fortis BC  from: ***** Lowe    RE ******* Emergency Safety Check   Fri 2024-08-30 1:52 AM

******** Belliveau   ******* Emergency Safety check        Thu 2024-08-29 11:38 AM

******** *********    Fortis Bill         Fri 2024-08-23 10:47 PM
Business Response
Date: 28/10/2024
FortisBC provides the following response to the BBB regarding the complaint received regarding charges applied. A FortisBC representative has been in contact with this customer regarding the responsibility to have a BC One call ticket requirement prior to any digging commencing and has provided a breakdown of charges for the emergency response to an exposed gas line as requested.FortisBC takes safety very seriously and encourages this customer to reach out if they have any questions regarding safe digging practices and requirements in the future.
Customer Answer
Date: 30/10/2024

Complaint: 22381227

I am rejecting this response because:
I received a message from FortisBC Energy *** sent to the Better Business Bureau then to me (Tue 2024-10-29 2:24 PM). However, the FortisBC email contains an attachment which is exactly the same summary of invoice of which I/we originally received from FortisBC.
The fact that FortisBC repeatedly sending the summary of invoice but is not able to provide the proof for detail information of work done resulting in the invoice of a huge amount of $870.

It is improper and illegal for FortisBC to simply charge customers a huge sum of money by alleging that several items of work been done without evidence of details.
By Law, FortisBC must provide details on each item of work as claimed been done for the amount by FortisBC.

It is totally unacceptable and FortisBC must be accountable to the customers. By law, ********************** must be upfront and provide answers:

What is FortisBC charge of $870 for? Is the $870 a charge for homeowners not making a BC1 call?
Where does it state in the provincial legislation of fees charged against homeowners digging on their own property without being aware that they have to call BC1 call?
What are the fees for not making a BC1 call?
If the $870 is not related to homeowner / customer being unaware of making a BC1 call, then what kind of work been done on each item as listed on FortisBC invoice?
What time was each item of work being done as listed on the invoice?
Who were the third party? Name of entity? What kind of work been done by the third party?

It is our right and my request is legitimate to request FortisBC to provide detail information on each item of work being done.
If FortisBC has not done the work as stated in the claim, then FortisBC is not entitled to charge the homeowner the amounts and must dismiss the charges.

However, if work been done as stated in each item of the invoice, then provide us, the customer, with detail information as to specifically what kind of work being done and the time work being done.

If homeowrners are unaware of BC1 call and dig on their own property when there was no damage, where does it state in provincial legislation of fee charges against homeowners for being unaware of making a BC1 call?

The fact that the sewer line of ************** was at the location long before the gas meter which was installed later.
If and when any problem due to Fortis BC interfering with the sewer line, Fortis BC should know better and was totally responsible.

Further, we need proof of actual work in detail of each item of work as listed in the costs by Fortis BC and the time corresponding to the actual work.
There is nothing in the Provincial regulations to authorize Fortis BC to unilaterally impose costs under the disguise under descriptions of crew and equipment since we did not see anyone or equipment from *********, none from ********* on site.
If Fortis BC has not done any actual work, then we request Fortis BC to dismiss the charges.

The plumber who probably had phoned Fortis BC in reference to the exposed sewer line was unable to work on the sewer line and had to leave the site. City of ********* was present as their service was requested while the sewer line work was completed by a separate plumber.

In reference to 37 (1) of Provincial regulations:

Where is the proof of my written permission to Fortis BC for the placement of the gas meter?

I request Fortis BC to show proof of my written permission for your gas meter on my property.

Further under Provincial regulations 37 (1)   Duties of persons intending to construct near gas installation

Note: We were not constructing, we were digging out by hand to repair the existing sewer line.

We did not constructcontrary to ********* misinterpretation and mistake, we are repairing our existing sewer line in accordance with City of ********* instruction and where **** problem of the sewer line. There was no damage when we hand dug and we did not make any emergency call to **********

In reference to 39 (2)

We, did not make BC 1 call as we were unaware that we were digging on our own property and it is obvious the gas meter was right there and no need to look for it.

In reference to 39 (7)

From our hand dug exposed sewer line, it was revealed that the gas meter line was at a depth that using mechanized excavation equipment is totally unnecessary for breaking the surface cover, the soil.

There was no equipment needed whatsoever to require breaking the surface ground since we have already dug by hand the sewer line as ****ed by City of ********* and City of ********* was present to witness the exposed sewer line.

Provincial regulations
The following regulations and procedures from the Gas Safety Regulations
and the Occupational Health and Safety Regulations must be followed by
anyone who conducts ground disturbance activities around buried utilities.

Gas Safety Regulations
Procedures for a gas installation in vicinity of underground structures
37 (1) A person must not install a gas installation or allow one to be installed so that
the gas installation passes through or interferes with any underground
structure that is not solely for the use of a gas installation without the written
permission of the owner of the underground structure.
Duties of persons intending to construct near gas installation
38 A person who intends to construct an underground structure within one metre
of a gas installation must notify the gas company operating in the area at least
3 business days before starting the excavation for the structure.
Procedures for excavations
39 (2) A person who intends to excavate must, at least 2 business days before the
person intends to excavate, request from the gas company serving that area,
or its agent, information on the location of all underground gas installations in
the vicinity of the proposed excavation.
Hand digging to confirm location
39 (7) The indicated location of gas installations must be confirmed by the excavator
by means of hand digging and the excavator must expose the gas installations
at a sufficient number of locations to determine their exact positions and
depths before using mechanized excavation equipment for any purpose other
than breaking the surface cover.

What happened?

The problem with Fortis BC started when an invoice from ****** BC was billed (****** **** Fri 2024-08-23 10:47 PM) to my tenant ******** ********* and I called my tenant to find out what the bill was about.   I responded by contacting via email to request information from Fortis BC (see email sent by mac wb to Fortis BC Fri 2024-08-30 1:52 AM). Fortis BC email of Wed 2024-09-04 8:23 AM was brief of amounts claim with no details and Fortis BC email claim of Sat 2024-09-14 10:24 AM did not specify in detail of what actual work been done on each item of cost on the property.

Below see emails to and from we, property owner, and Fortis BC from most recent to the date when Fortis BC invoice sent:

Claims                        Re (External Email) To: Fortis BC     Thu 2024-10-03 10:05 Am

mac wb                      To: Fortis BC From: ***** Lowe Subject: by law, Fortis BC must show proof that Fortis BC had actually done the work as alleged on each item of work in the claim           RE: Fortis BC Claim 8113720     Thu 2024-10-03    6:13 AM

Claims                        Re: (External Email) To: Fortis BC From: ***** Lowe   Subject: request for information       Mon 2024-09-16 10:18 AM

macwb                       To: Fortis BC From: ***** Lowe Subject: request for information details on each item of the summery invoice          RE: Fortis BC Claim 8113720      Mon 2024-09-16 9:54 AM

Claims                                    Fortis BC Claim 8113720        Sat 2024-09-14 10:24 AM

mac wb                      Hello Fortis BC, I am requesting for information and still have not yet received the information in particular (1) and (2)from Fortis BC     Wed 2024-09-11    8:35 AM

Claims                                    Fortis BC Claim 8113720   Wed 2024-09-04 8:23 AM

Customer Billing      Re: Hello, Fortis BC, I have not received the information with regard to $870.90 since Fortis bc       Wed 2024-09-04 7:53 AM

Customer Billing      Weve received your email    We will respond soon   Fri 2024-08-30 1:55 AM

mac wb                      To: Fortis BC  from: ***** Lowe    RE ******* Emergency Safety Check   Fri 2024-08-30 1:52 AM

******** Belliveau   ******* Emergency Safety check        Thu 2024-08-29 11:38 AM

******** *********    Fortis Bill        Fri 2024-08-23 10:47 PM

I am bringing the matter to Better Business Bureau to request Fortis BC to dismiss the invoice of costs since there are no basis, legal and others for Fortis BC to make claims against us.

Sincerely,

***** ****
Business Response
Date: 07/11/2024
A FortisBC representative has attempted to contact this customer on November 6, 2024, and has left a voicemail for them to return their call. FortisBC is committed to answering any questions this customer has and work towards a resolution together. FortisBC encourages this customer to contact the representative that left the voicemail at their earliest convenience.
Customer Answer
Date: 09/11/2024

Complaint: 22381227

I am rejecting this response because:
We have engaged the Better Business Bureau, one of the reasons, to have a third party to hold Fortis BC to be accountable to the public in that it is unacceptable for FortisBC to send an invoice of a huge amount to customers without providing proof in detail information for each of the amounts claimed.
It has not resolved without engaging a third party for example the public, the media, etc as exemplified in BBB to receive a fair resolution.
The Better Business Bureau is the format that FortisBC and we, the customer, are to resolve the matter and it is unacceptable for FortisBC to continue to deal the matter without involving the Better Business Bureau in that a message together with the same Summary of Invoice from FortisBC via the **************************** says A FortisBC representative has attempted to contact this customer on November 6, 2024 via the ********************** Fri *************** PM .
If FortisBC has anything to indicate, indicate on the Better Business Bureau format.
We have spoken, as well as by emails, to Fortis BC without resolving the problem. prior to our engaging Better Business Bureau and we request FortisBC to resolve via this format via Better Business Bureau instead of attempting to deal between FortisBC and the customer, us.
********************** must show proof, via the Better Business Bureau, instead of sending the summary of invoice repeatedly, over and over without proof.
We need proof of actual work in detail of each item of work as listed in the costs by Fortis BC and the time corresponding to the actual work.
Show us the proof as we do not believe any of the work done by FortisBC as sent by FortisBC of the Summary of Invoice.
We are talking of each item of the invoice of which we require detail information as to when each item of work was done, time when each item of work done and specifically what kind of work been done instead of simply showing an amount of each item totaling $870.00.
As of todays date, we have not yet received answers on the specifics of each of the amounts as claimed by Fortis BC on their Summary of Invoice 9000356128.
FortisBC cannot simply bill us an amount of each item without Proof of work actually been done!
We require details on each item, not just a description or the number of hour(s). When was each item of work done? What specifically the kind of work the equipment operator do? Digging? Or what? Show details of work from (1a) (1b) to (4a) (4b) and the time of when exactly each item of work being done.
We require detail information of work on each item under Description and the time the work done corresponding to each item of work from FortisBC on each of the following:
Under the heading of Description, FortisBC Labour Fieldwork, Regular hours,
(1a)                                what kind of work been done by the
equipment operator/distribution mechanic for $106.21?
-     crew leader for $114.73?
-     Distribution assistant for $75.87?
(1b)                Specifically when each item of work done? When was the work done? When did they attend at the property?

Under the heading of Description, FortisBC Labour Fieldwork, overtime hours,
(2a)                                what kind of work been done by the
equipment operator/distribution mechanic for $63.81?
-     crew leader for $69.52?
-     Distribution assistant for $45.96?
(2b)                Specifically when each item of work done? When was the work done? When did they attend at the property?

Under the heading of Description, FortisBC Labour Fieldwork Total, Vehicles Description,
(3a)                                what kind of work been done by the
Backhoe and Minis for $31.02??
-     Heavy Duty Truck for $21.77?
-     Vehicles total for $52.79?
(3b)                Specifically when each item of work done? When was the work done?   When did they attend at the property?
Under the heading of Description, Third Party Contractors, Universal Traffic,
(4a)                                what kind of work been done by the
Third Party Contractors for $342.00??
(4b)                Specifically when each item of work done? When was the work done?   When did they attend at the property?
Apart of all the above, when FortisBC quote us Provincial Legislation
In reference to 37 (1) of Provincial regulations:
Where is the proof of my written permission to Fortis BC for the placement of the gas meter?

I request Fortis BC to show proof of my written permission for your gas meter on my property.

The fact that the sewer line of ************** was at the location long before the gas meter which was installed later.
If and when any problem due to Fortis BC interfering with the sewer line, Fortis BC should know better and was totally responsible.

Sincerely,

***** ****
Business Response
Date: 29/11/2024
FortisBC provides the following response to this customer and the ******************** regarding the additional five questions asked by this customer.

1. If ********************** has anything to indicate, indicate on the Better Business Bureau format. We have spoken, as well as by emails, to Fortis BC without resolving the problem. prior to our engaging Better Business Bureau and we request FortisBC to resolve via this format via Better Business Bureau instead of attempting to deal between FortisBC and the customer, us. ********************** must show proof, via the Better Business Bureau, instead of sending the summary of invoice repeatedly, over and over without proof.

FortisBC confirms, due to the public nature of the BBB platform, responses are limited as FortisBC is bound by the personal information protection act (PIPA)that prevents disclosure of personal information. However, FortisBC remains committed to working directly with this customer towards a resolution. Given the unique circumstances of this customers situation and what ******************************* encourages this customer to reach out to the Manager that has both emailed and left a voicemail with direct contact information to further discuss this matter.
2. We have engaged the Better Business Bureau, one of the reasons, to have a third party to hold Fortis BC to be accountable to the public in that it is unacceptable for FortisBC to send an invoice of a huge amount to customers without providing proof in detail information for each of the amounts claimed.

FortisBC confirms that a breakdown of charges has been provided to this customer, it identifies the costs for vehicles, labour,fieldwork and 3rd party contractors that were required to response to this customers site due to an emergency call regarding an exposed gas line which required inspection to ensure it was safe. The breakdown provided cannot be broken down any further. FortisBC notes that for some of the items there are minimum charges for dispatching crews and equipment that are incurred regardless of the time on site.
3. The Better Business Bureau is the format that FortisBC and we, the customer, are to resolve the matter and it is unacceptable for FortisBC to continue to deal the matter without involving the Better Business Bureau in that a message together with the same Summary of Invoice from FortisBC via the **************************** says A FortisBC representative has attempted to contact this customer on November 6, 2024 via the ********************** Fri *************** PM If FortisBC has anything to indicate, indicate on the Better Business Bureau format. We have spoken, as well as by emails, to Fortis BC without resolving the problem. prior to our engaging Better Business Bureau and we request FortisBC to resolve via this format via Better Business Bureau instead of attempting to deal between FortisBC and the customer, us. .

********************** understands the frustrations this situation has caused this customer, however, as noted above, ********************** is unable to disclose all details due to confidentiality of the information and encourages this customer to directly contact ********************** to discuss further.
4. FortisBC must show proof, via the Better Business Bureau, instead of sending the summary of invoice repeatedly, over and over without proof. We need proof of actual work in detail of each item of work as listed in the costs by Fortis BC and the time corresponding to the actual work. Show us the proof as we do not believe any of the work done by FortisBC as sent by FortisBC of the Summary of Invoice. We are talking of each item of the invoice of which we require detail information as to when each item of work was done, time when each item of work done and specifically what kind of work been done instead of simply showing an amount of each item totaling $870.00. As of todays date, we have not yet received answers on the specifics of each of the amounts as claimed by Fortis BC on their Summary of Invoice 9000356128.
FortisBC confirms that each of the line items of charges reflect the time that crew/equipment was pulled away from other work to attend this property and ensure the area was safe. While the time spent at this customers location was minimal, and following confirmation that the area was safe, the crew returned to their original worksite. However, as noted above, the hours and rates charged reflect minimum charges associated with crew and equipment necessary to respond to this situation. All costs are the direct costs incurred by FortisBC as a result of pulling the closest available FortisBC crew from another job to attend the emergency call related to this incident and ensure everything was safe at the location.

As this customer failed to follow safe digging practices by obtaining a BC 1 Call ticket prior to work commencing, the charges incurred by FortisBC to have crews attend, are invoiced to and recovered from the responsible party. In this case, this customer is the responsible party as ********************** received an emergency call regarding an exposed gas line at their worksite which required FortisBC to attend to inspect and ensure the gas line and site were safe.

Public and employee safety is FortisBCs top priority, and it is important that this customer understands and follows the required safety precautions to ensure safety of the customer,safety of the general public, and to mitigate and prevent the risk of damage to FortisBCs infrastructure prior to commencement of any work being completed. FortisBC understands that this customer may not have been aware of the requirements for safe digging practices which are required prior to the start of the excavation or ground disturbance work at a property. FortisBC sets out the requirements for digging safely near its infrastructure on its website: Click or call before you dig | FortisBC. There are instructions for both homeowners and contractors, both of which clearly set out that BC 1 Call must be contacted to request location information as well as not to make the mistake of assuming the depth of buried utilities which can change over time due to many factors such as erosion, soil movement and flooding. Further, as per the provincial regulations (Gas Safety Regulation (*********)) and safety guidelines, a BC 1 Call ticket must be requested ****************************** BC 1 Call processes the request, a ticket package is provided to the requestor which sets out the responsibilities of the requester to:
- ******** line location information on-site at all times. Ensure BC 1 Call ticket validity is current.
- Keep the FortisBC 24/7 emergency number, ************** at hand at all times.
- Hand dig to expose the line at several locations on-site to determine its exact location and depth before using any powered excavation equipment.
- Follow all provincial laws including WorkSafe BC regulations for excavating near buried utilities.
- If you have hand-dug within one meter on either side of the indicated gas line and you still cannot locate the gas line, please contact FortisBC at **************
- If work has not started within 10 working days of the BC 1 Call request, you must verify the information before commencing the activity. Contact BC 1 Call at ************** or by placing an online Relocate ticket at *******.
5. Apart of all the above, when FortisBC quote us Provincial Legislation. In reference to 37 (1) of Provincial regulations: Where is the proof of my written permission to Fortis BC for the placement of the gas meter? I request Fortis BC to show proof of my written permission for your gas meter on my property.

FortisBC confirms that the meter at this customers premises was installed in 1975, by the prior customer at this location. The placement of the gas meter would have been determined at the time of installation and aligned with any requirements or standards required at that time. If this customer is interested in relocating the meter, we welcome them to contact a customer service representative to discuss the options available to them Monday to Friday 7am -8pm at **************.

Further, as part of FortisBCs Operating Terms and Conditions, sections 14, 14.1 & 14.2 outline access to Premises and Equipment, excerpts below for ease of reference;

14. Access to Premises and Equipment

14.1 Access to Premises
FortisBC Energy will have a right of entry to the Customer's Premises. The Customer must provide free access to its Premises at all reasonable times to FortisBC Energy's authorized employees,contractors and agents for the purpose of reading, testing, repairing or removing meters and ancillary equipment, turning Gas on or off, completing system leakage surveys, stopping leaks, examining pipes, connections, fittings and appliances and reviewing the use made of Gas delivered to the Customer, or for any other related purpose which FortisBC Energy requires.

14.2 Access to Equipment
The Customer must provide clear access to **********************'s equipment. The equipment installed by FortisBC Energy on the Customer's Premises will remain the property of FortisBC Energy and may be removed by FortisBC Energy upon termination of Service.

FortisBC re-iterates that it remains committed to working towards a resolution together with this customer and encourages them to reach out to the FortisBC Manager that has both emailed and left a voicemail with direct contact information to discuss this matter further.
Customer Answer
Date: 05/12/2024

Complaint: 22381227

I am rejecting this response because:
We responded to FortisBC 2024-11-08. We did not received any response from FrotisBC until today Dec 4. FortisBC did not respond within 10 calendar days and FortisBC must dismiss charges against customer **** who made a complaint to investigate FortisBCs unlawful invoice charges. BBB rule must apply to both parties to be fair and just.
Also important,FortisBCs actions show manipulating and extorting the public.
That is,FortisBC is not able to give answer truthfully, honestly and accurately to each of the questions (1a) to (4b). as raised in Lowes investigation.
We firmly believe the public be aware of and likely be outraged and support our investigation of the unlawful claims of FortisBC in extorting customers for a ridiculous unreasonable huge amount out of fabrication and exaggeration under the disguise of manpower, equipment and dispatch of third party, all for an open trench of less than a foot already dug open by the customer right on their own property.

Further, in (2) FortisBC confirms a breakdown of charges has been provided to the customer. But the breakdown of charges from FortisBC is unacceptable to extort customers.
The breakdown of charges from FortisBC was not the answer to the question of which we were questioning of FortisBC. Rather what FortisBC did in exaggeration to manipulate and extort customers for charges under equipment, crew and dispatch when all of them were unnecessary.
A breakdown is easy for FortisBC to put forward but the point and the fact are that the trench was already dug open

We questioned what kind of work specifically done by FortisBC.
However, FortisBC in response, say it could only give a breakdown of charges but FortisBC was not able to describe in detail what each personnel do, what each equipment been used for and what third party being called for when all the aforementioned are clearly exaggeration to justify its claims.
The fact that the gas meter is less than a foot from the ground. It has already been dug by us, the customer. There is nothing that ********************** was able or qualified to do any work as all work had to do with sewer, nothing to do with gas.

It is absolutely unacceptable and ridiculous for FortisBC to claim use of all these equipment and manpower in this open trench, the exaggerated use, as claimed by FortisBC of (1a) to (3a). There is also no justification for FortisBC to dispatch under (4a) to make claims which is again abuse in exaggeration of third party dispatch.

We reject totally the monetary charges of FortisBC Under the heading of Description, FortisBC Labour Fieldwork,Regular hours in our response (1a) to (4b):
(1a)
Equipment operator/distributioin mechanic for $106.21?
Crew leader for $114.73?
--              Distribution assistant for $75.87?
(2a)
equipment operator/distribution mechanic for $63.81?
-      crew leader for $69.52?
-      Distribution assistant for $45.96?
(3a)
what kind of work been done by the
Backhoe and Minis for $31.02??
-      Heavy Duty Truck for $21.77?
-      Vehicles total for $52.79?
and (4a)what kind of work been done by the
Third Party Contractors for $342.00??
The point was there was no damage to the gas line, no emergency was the key.
FortisBCs charges were unlawful as there was no emergency.
FortisBC cannot and must not fabricate charges to extort customers.

Just because some plumber freaking out seeing sewage at the city sewer line and calling FortisBC would be a matter between FortisBC and the plumber, it had nothing to do with us.
City of ********* was present as we worked to connect to the City sewer line.
We were not even aware that a plumber had made an emergency call.
The plumber was not a plumber of our hire, it is between FortisBC and an individual.

We also questioned FortisBC to provide time when FortisBC attended the site.  Not duration but the ACTUAL TIME FortisBC was in attendance.
What we are talking about was the TIME since we were present throughout the day to deal with the sewer line issues, NOT A GAS LINE EMERGENCY ISSUE.
There was no work done by FortisBC at all.

FortisBC must stop lying and fabricating since the gas meter was not at the sewer line at where it is now when we took ownership of the property. Our neighbours are aware and known one another. The gas meter was installed ILLEGALLY BY FORTISBC without our permission and approval. The fact that we did not bring the matter up but now when FortisBC was fabricating. The Provincial legislation, as FortisBC provides, stipulates clearly the written approval of the owner and the written approval for installation has nothing to do with granting FortisBC access. FortisBC must not dare or try to cover up since the gas meter was indeed installed illegally without our permission.
It is FortisBC who in the first place, should not install the gas meter at where the sewer line was located at the time without our written approval. FortisBC must be honest and stop manipulating. It is a shame that a company will come to the point of fabricating and lying right in the face of the owner.

Sincerely,

***** ****
Business Response
Date: 13/12/2024
FortisBC provides the following response to the BBB and this customer regarding the additional correspondence received December 11, 2024.

With respect to this customers concerns regarding timelines and responses, FortisBC confirms the last response was submitted to the BBB on November 29, 2024, which is within the timeline required. As confirmed with the BBB, they do not work on weekends, and all responses are reviewed prior to being forwarded along to all parties which can take a few days to complete.

FortisBC understands this customer has concerns about the bill received, length of time and actions preformed at their premises and confirms these questions were addressed in the previous responses.Further, FortisBC reiterates that it is unable to disclose all details due to confidentiality of the information and encourages this customer to directly contact ********************** to discuss further as we are committed to working towards a resolution together.

With regards to this customers comment;

the gas meter was installed ILLEGALLY BY FORTISBC without our permission and approval.

As FortisBC noted in its previous response, the gas meter at this property was installed in 1975 by the prior customer. The placement of the gas meter would have been determined at the time of installation and aligned with any requirements or standards required at that time. If this current customer is interested in relocating or having the meter and natural gas services to the property removed, we welcome them to contact a customer service representative to discuss the options available to them Monday to Friday 7am -8pm at **************. Please note, by removing the meter, any current gas appliances would then become inoperable.

FortisBC re-iterates that it remains committed to working towards a resolution together with this customer and encourages them to reach out to the FortisBC Manager that has both emailed and left a voicemail with direct contact information to discuss this matter further.
Customer Answer
Date: 13/12/2024

Complaint: 22381227

I am rejecting this response because:
No, FortisBC has not addressed the core issues of the matter.
We are asking FortisBC to stop,under the disguise to evade, the excuse that FortisBC is unable to disclose all details due to confidentiality of the information and encourages this customer to directly contact **********************.
We have come to the Better Business Bureau as the platform since FortisBC and we have already contacted each other and we have not been able to resolve the problem.
QUESTIONS:
What was the time and what specifically did each FortisBC crew do? These are BASIC QUESTIONS which we put forward to FortisBC and there is no excuse for FortisBC to be unable to disclose all details due to confidentiality of the information.
The fact that the gas meter is LESS THAN A FOOT FROM THE GRADE. It did not justify for FortisBC to make claims of deploying personnel of equipment operator, crew leader, backhoe minis, heavy duty truck and the engagement of third party contractor.
We stress on FortisBC to stop evading and provide the information.
What time did FortisBC attend at the site to provide the service as we were there and did not see any FortisBC personnel at all as stated in the Summary of Invoice?
We are not asking for a breakdown of the invoice as FortisBC kept on evading and misleading, we are asking FortisBC to INDICATE THE TIME WHEN FortisBC ATTENDED AT THE SITE.
That is, what time of the day did FortisBC crew attend at the site? WHEN? WHAT TIME?
FortisBC must disclose the time when FortisBC crew attended at the site since we did not see any FortisBC crew at the site.
Did the equipment operator/distribution mechanic do any work? If yes, what work specifically did the equipment operator/distribution mechanic do for the bill of 1.00 hour?
Did the crew leader do any work? If yes, what work did the crew leader do?
With regard to overtime, what was the basis for the bill of .50 hour for the equipment operator, crew leader and distribution assistant when we did not see any FortisBC crew at the site?
With regard to FortisBC billing for backhoe & minis of 1.50 hr, heavy duty truck of 1.50 hr and Universal traffic third party contractor for $342.00, all of which are unacceptable and unjustified for FortisBC meter which is show of less than 1 foot.
We rejected all the claims in the Summary of Invoice since we have already dug the trench and FortisBC DID NOT AND HAD NOT DONE ANY WORK.
FortisBC did not DO ANY WORK. It WAS WE WHO DID THE WORK AND FORTISBC could not make claim to lie to say they did the work.
Apart from all the above, FortisBC must dismiss the Summary of Invoice as FortisBCs mistake to install a newer gas meter on the south side over the sewer line of the property without the written permission of the current owner.
The proof is right there at our property which is EVIDENT on the east side of the property, part of the cut off gas line to which the previous gas meter was connected to still at the site.
FortisBC must admit its error and had only itself to blame.
The fact is evident and it has nothing to do with relocating or removal the gas meter. The fact of which we are dealing with is the illegal and unlawful bill if invoice by FortisBC which must be dismissed.

Sincerely,

***** ****
Business Response
Date: 18/12/2024
FortisBC provides the following answers to the five questions received from this customer. ********************** confirms the answers to any other questions have also been provided in previous responses submitted.

1. What was the time and what specifically did each FortisBC crew do?

FortisBC confirms that the crews were dispatched to the emergency at approximately 11:30am on this day. Following being dispatched, the closest available crew would have made their current job safe and then traveled to this incident location shortly thereafter.

Additionally, and as noted in FortisBC response submitted on November 29, 2024;
While on site, the crew inspected and ensure the gas line and site were safe.

2. The fact that the gas meter is LESS THAN A FOOT FROM THE GRADE. It did not justify for FortisBC to make claims of deploying personnel of equipment operator, crew leader, backhoe minis, heavy duty truck and the engagement of third party contractor.
As noted in FortisBCs response submitted November 29, 2024: The equipment and personnel dispatched were a result of pulling the closest available FortisBC crew from another job to attend the emergency call related to this incident and ensure everything was safe at the location.

3. What time did FortisBC attend at the site to provide the service as we were there and did not see any FortisBC personnel at all as stated in the Summary of Invoice?

As FortisBC noted in the above to question 1, FortisBC confirms that the crews were dispatched at approximately 11:30am on this day. Following being dispatched, the closest available crew would have made their current job safe and then traveled to this incident location shortly thereafter.

4. Did the equipment operator/distribution mechanic do any work? If yes, what work specifically did the equipment operator/distribution mechanic do for the bill of 1.00 hour? Did the crew leader do any work? If yes, what work did the crew leader do? With regard to overtime, what was the basis for the bill of .50 hour for the equipment operator, crew leader and distribution assistant when we did not see any FortisBC crew at the site? With regard to FortisBC billing for backhoe & minis of 1.50 hr, heavy duty truck of 1.50 hr and Universal traffic third party contractor for $342.00, all of which are unacceptable and unjustified for FortisBC meter which is show of less than 1 foot.

FortisBC confirms that digging work on this customers property is not what the charges are in relation to, however, are a result of pulling a crew to attend the emergency situation at this customers location due to an exposed gas line and to ensure the area was safe.

Additionally, and as FortisBC noted in its response submitted on November 29, 2024;
FortisBC confirms that each of the line items of charges reflect the time that crew/equipment was pulled away from other work to attend this property and ensure the area was safe. While the time spent at this customers location was minimal, and following confirmation that the area was safe, the crew returned to their original worksite. However, as noted above, the hours and rates charged reflect minimum charges associated with crew and equipment necessary to respond to this situation. All costs are the direct costs incurred by FortisBC as a result of pulling the closest available FortisBC crew from another job to attend the emergency call related to this incident and ensure everything was safe at the location.
As this customer failed to follow safe digging practices by obtaining a BC 1 Call ticket prior to work commencing, the charges incurred by FortisBC to have crews attend, are invoiced to and recovered from the responsible party. In this case, this customer is the responsible party as ********************** received an emergency call regarding an exposed gas line at their worksite which required FortisBC to attend to inspect and ensure the gas line and site were safe.

5. We rejected all the claims in the Summary of Invoice since we have already dug the trench and FortisBC DID NOT AND HAD NOT DONE ANY WORK. FortisBC did not DO ANY WORK. It WAS WE WHO DID THE WORK AND FORTISBC could not make claim to lie to say they did the work.

As FortisBC noted in its previous response submitted on November 29, 2024, as well as in the above;
While the time spent at this customers location was minimal, and following confirmation that the area was safe, the crew returned to their original worksite. However, as noted above, the hours and rates charged reflect minimum charges associated with crew and equipment necessary to respond to this emergency situation.

FortisBC reiterates, due to the public nature of the BBB platform, responses are limited as FortisBC is bound by the personal information protection act (PIPA) that prevents disclosure of personal information. However, FortisBC continues to remain committed to working directly with this customer towards a resolution. Given the unique circumstances of this customers situation and what occurred, ********************** encourages this customer to reach out to the Manager that has both emailed and left a voicemail with direct contact information to further discuss this matter.

Customer Answer
Date: 18/12/2024

Complaint: 22381227

I am rejecting this response because:

FortisBC was wrong in the first place and Fortis must dismiss the bill of summary of invoice.
FortisBC does not have the legal ground to force the owner to comply with the provincial regulation while FortisBC itself did not since FortisBCs newer gas meter was installed on the property without written approval by the owner.

By FortisBCs own admission, the gas meter at this property was installed then in ************************************** *********************** previous response.

But the fact is that we are not dealing with a gas meter installed in ************************************************** that the 1975 gas meter is no longer existing other than a residual of the pipe.

A newer gas meter instead was unlawfully and illegally installed on the south side of the property where the sewer line had been there already in the ground of all time.

On one hand, by FortisBCs own admission in citing Provincial regulation that we had to notify FortisBC when we excavated but on the other hand, FortisBC has violated the Provincial Regulation by installing a gas meter without our written approval.

FortisBC cannot have the cake and eat it too.

We have dug the sewer line for a sewer job. It was not for any other purpose. We were digging on our own property on the sewer line and any infrastructure, in this case the FortisBC gas meter being installed in the sewer was improper and unacceptable.
FortisBC was wrong in the first place.
Further,the scale of the response from FortisBC was overwhelming in its deployment of manpower of crew to attend to the site, all deem as an inappropriate and exaggeration of FortisBC response .

The FortisBC invoice of equipment operator, crew leader, backhoe minis, heavy duty truck and third party contractor, all of which deem to be exaggerated and abuse in over utilizing of crew and manpower.
The fact that there was NO EMERGENCY, NO GAS LEAK, NOTHING OTHER THAN FORTISbc CLAIMING OF a CALL FOR EMERGENCY.

Did FortisBC check to see how deep the gas meter?  No? Why not? What did FortisBC do or check, when answering a call for emergency?
Did FortisBC question if there was a real scenario of an emergency at the site at the time other than a prank call?
If FortisBC had check first, FortisBC would realize that the gas meter was less than a foot deep and it was unnecessary to dispatch backhoe mini, heavy duty truck, third party contractor?

Did FortisBC check to see who else at the site such as the owner or whoever other authority (government such as City of *********) present to confirm the situation?
No,FortisBC did not do any of the above.
From the summary of invoice, it points out FortisBC acting on impulse rather than fact base on sound and good judgment.

The owner was present at the property and busy to oversee the sewer line which was successfully replaced by a sewer contractor and did not see FortisBC.
There was nothing of any business card or written note from FortisBC being present at the site.
Neither did FortisBC contact the owner of the property if and if FortisBC in receipt of any call from any one calling to FortisBC for an emergency.
Nothing from FortisBC at the time when FortisBC claimed to attend at the site at around 11:30 am.
FortisBC did not contact anyone at the property when FortisBC claimed to be at the site.

NOTHING.   The owner of the property was not informed until an invoice to the tenants.

IN LIGHT OF ALL THE ABOVE, WE POINT OUT TO FortisBC that this summary of invoice must be dismissed, given that FortisBC erred in the first place and we, the owner, were not aware that we have to call FortisBC when we dug on our own property.
It is unlawful and illegal for FortisBC to force customers to comply with Provincial regulation while FortisBC itself did not.

Further,FortisBC must be responsible for its ERROR resulting in FortisBC invoice in the dispatch response when FortisBC did not DO THE PROPER JOB OF FACT FINDING IN THE FIRST PLACE BEFORE FORTISBC RUSHED TO SEND TO THE ****** ALL FOR NOTHING BUT AN EXAGGERATED INAPPROPRIATE RESPONSE TO A CALL.

Sincerely,

***** ****
Initial Complaint
Date:23/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had not been able to use our gas furnace for 3 weeks (October 11 to Nov 3/ 2023) due to its malfunction. We have now received our bill from Fortis BC and it does not reflect a decrease in their charges for the stated time. We feel that their bill should be somewhat reduced, but they refuse to do so. Please find attached our consumption over three years to prove that we were charged as if there were no issues with our furnace from Oct. 11 to Nov 3.
Business Response
Date: 28/11/2023
A FortisBC **************** Team Manager has been in contact with this customer regarding gas consumption at their premise and the recent bill received. The team manager and customer have worked together and resolved their concerns.

If this customer has any additional questions, she can contact FortisBC customer service at ************** Monday Friday from 7:00am 8:00pm.
Initial Complaint
Date:21/04/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB, I am writing to appeal Fortis BC's decision to charge me for a perceived receivable that they claim was not charged to me over the past decade due to an administration error at their end. My husband and I are currently facing extreme financial hardship, as we are both unemployed and have two young dependent children to raise. The constant financial stress that this dispute is placing on us since last July 2022 is almost tearing the fabric of our family apart. We have reached out to **** and Ombudsperson to resolve this issue, but we have not received a fair resolution ( the letter of **** decisions is attached). While we understand Fortis BC's need to ensure that all bills are paid and accounts are up-to-date, we strongly feel that this perceived receivable is an error on their part. Similar to our other utilities and services, for our natural gas consumption we had set up an automatic payment, we were under an impression that all charges were being processed accurately and we were relying on the monthly paper statements that we were receiving each month indicating that the withdrawal was successful and no payment is due. It came as a shock to us when we received notice of the outstanding balance, then the late payments and the subsequent disconnection notice) We find it hard to believe that we would suddenly have a large balance due after more than a decade. I have attached the statements showing the balance due and the notice of disconnection (due April 30). I can provide supporting documents per request. We have tried to work with Fortis BC to resolve this issue, but we have not received any satisfactory resolution. Given our current financial situation, we simply cannot afford to pay the full amount that Fortis BC is requesting. We believe that labeling this incident as an error and wiping the slate clean would be the fairest and most appropriate course of action. Thank you for your consideration. Sincerely, **** *******
Business Response
Date: 01/05/2023
A FortisBC Representative has reviewed this customers concerns and has made multiple attempts to get a hold of this customer to work together on a repayment plan for the billable gas consumption however, have not been successful. FortisBC encourages this customer to contact FortisBC to discuss their account at 1-888-224-2760, Monday to Friday, 7:00AM-8:00PM to prevent any possible service disruptions.

Regards
Customer Answer
Date: 10/05/2023

Complaint: ********

I am rejecting this response because:
Dear FortisBC Representative,
I appreciate your previous response and the efforts made to resolve the outstanding balance on my account. However, I would like to provide further clarification and reiterate my current financial situation to ensure we can reach a mutually agreeable resolution.
I have already had discussions with ****** and ****** at FortisBC on multiple occasions over the past few weeks (May 01, on May 04) regarding the outstanding balance. ****** proposed an upfront payment of $2,970.55, including the late payment charges (about $1000). Additionally, she suggested a payment plan requiring a total payment of $9,483.32 to be made within 24 months. Unfortunately, due to our present financial circumstances, as I mentioned before* ** ******* *** * *** ********* **********, and we have the responsibility of caring for our two dependent children. It is simply not feasible for us to fulfill these payment requirements.
During our discussions, I proposed removing the late payment charges, as they accumulated while our account was locked during ****'s review. Regarding the remaining balance of $9,483.32, I expressed our ability to pay it off over a five-year period. Regrettably, these proposals were not accepted by FortisBC, although all of these problems initiated because of an administrative error at the theirs ends.
Furthermore, I would like to address the offer made by Taskin at FortisBC in the beginging when we got notified about this issue; as we were significantly impacted by the COVID-19 pandemic, Taskin offered a credit of $1,700 towards our consumption. I accepted this offer, with the understanding that I would await the resolution of our case.

In light of the above, I kindly request that the late payment charges be removed from the outstanding balance, enabling me to make the updated upfront payment in May ($2,970.55 minus the amount of late payment charges), as initially requested by FortisBC. Additionally, I reiterate my proposal for a five-year payment plan, which would allow me to meet my financial obligations while considering our present circumstances.
I am committed to finding a fair and reasonable solution that is within our means. I greatly appreciate your attention to this matter and kindly request your consideration of my requests.
Thank you for your understanding and cooperation. I look forward to your response.
Sincerely,
**** *******

Sincerely,

**** *******
Business Response
Date: 15/05/2023
A FortisBC representative has been attempting to contact this customer to review and discuss the current outstanding balance and come to an agreement on payment arrangements. FortisBC encourages this customer to contact a representative to discuss at their earliest opportunity at 1-866-668-6624.
Customer Answer
Date: 25/05/2023

Dear BBB,
I hope this letter finds you well. I am writing to bring to your attention an update for the issue I have encountered with FortisBC,

During the week of May 15, I contacted FortisBC customer service and engaged in discussions with Ms. Taskin, the collection manager, on multiple occasions. As a result of our conversations, we reached the following agreements:
On May 18, I transferred $2000 to the collection email provided by Ms. Taskin, demonstrating our commitment to fulfilling our obligations. Also, FortisBC assured me that they would waive the late payment charges of $1434.29 from the outstanding balance.
To settle the remaining balance of approximately $9385.31, we agreed upon a four-year equal payment plan. The terms of this arrangement entail a payment of $300, slightly exceeding $96+$100 fixed, for the initial three months. Subsequently, for the remaining 45 months, the monthly payment will amount to $196 plus the actual consumption charges.

I am awaiting for FortisBC to accept the $2000 transfer and to let me know the confirmation of the late payment charges being waived.
We will pay the next bill which will $300 in June as we agreed when we receive the bill statement for the next month.

Thank you.

Sincerely,
****
Initial Complaint
Date:31/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday march 10th 2023 I received a call from fortisbc telling me that someone has to pay the bill at **********************************************************. I was surprised to hear from them that there is an outstanding bill for roughly $4500 from January 2021-present. They said gas will be cut off if no one takes responsibility of this bill. I asked them why is this the first time hearing about this. They told me there was no account setup for this property. It has been 2 years Fortisbc has not contacted either myself or the tenant regarding this issue. They were negligent in not sending a notice or trying to contact me any earlier. Why am I getting a huge bill 2 years later? The tenants have been using the gas and Fortisbc did not shut off the gas or give any notice. After 2 years plus, the tenants are not taking responsibility for this over due bill when they were the end users and there saying that the homeowner is responbsile for the bill. Fortisbc has dropped the ball on this situation and now is making us responsible for this issue. Fortisbc has not taking any responsibility for their wrong doing and being negligent and they are putting their mistakes on us as consumers after 2 years plus. We really need some help with this dispute. We have contacted Fortis several times with no resolution. We would see fit or fair that ****** should work with us in a fair manner so we don't get stuck with their mistake and this huge outstanding bill and take responsibility for this. Moving forward we will let our tenants know to register their names to get an account with ****** from April 2023. Please help us resolving this matter with FortisBc as this as been a really big stressful toll on us and this was not even our fault. We really appreciate any help with this situation.
Business Response
Date: 06/04/2023
FortisBC provides the following response to the BBB regarding the complaint received March 31, 2023. A **************** Team Manager has been in contact with this customer regarding the responsibility for gas consumption. The team manager and customer have worked together to resolve this matter. If this customer has any additional questions he can contact FortisBC customer service at ************** Monday Friday from 7:00am 8:00pm.
Initial Complaint
Date:22/03/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fortis BC has a Meter reader company that is not doing their job properly! Not properly read or “estimate” readings then when they finally put in a proper reading you get a $700 bill for 1 month! They are basically saying well it is catch up and you gotta pay your bill. So I had 2 bills of like $120-130 then a $700. I don’t believe I should have to pay because a job is not done properly! *** ******* **** **** *** **** ***** ***** All they have done is oh well we can extend the time frame for you to pay us. Still I am paying crazy bills because someone can’t do their job properly! I don’t believe it is fair they can just play catch up because I wasn’t properly billed in the prior months! Not my problem!
Business Response
Date: 23/03/2023
FortisBC provides the following response to the BBB regarding the complaint received March 22, 2023. A Customer Service Team Manager has been in contact with this customer regarding the responsibility for gas consumption and the recent bill received. The team manager and customer have worked together to resolve this matter and working out a payment arrangement that works for the customer and FortisBC for the charges. If this customer has any additional questions they can contact FortisBC customer service at 1-888-224-2710 Monday – Friday from 7:00am – 8:00pm. Tell us why here...
Customer Answer
Date: 24/03/2023

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. I don’t really have a choice do I, still upset

Sincerely,

******* ******
Initial Complaint
Date:21/02/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened my online FortisBC account in 2022, earning 500 My Rewards points for doing so. While the minimum points needed to redeem (for a bill credit) is 1000, it was impossible for me to get there by December 31, 2022. To earn further points you need to have 12 months of consumption data. From FortisBC’s website: "If you’ve signed up for FortisBC’s Account Online you can earn reward points that can be used towards your bill as a credit. If you have been a FortisBC customer for at least one year, you can earn points when you complete the online home assessment and items in your action plan.” Those 500 points (equivalent to $5) from signing up were therefore automatically lost due to the design of the system. I contacted FortisBC customer service and spoke to two mangers. While they agreed with me on the flaw in the My Rewards system, nothing could be done. I’m looking for the 500 points to be readded to my account and for the issue with the My Rewards system to be fixed.
Business Response
Date: 24/02/2023
A FortisBC representative has reached out to this customer, thanked her for her feedback regarding the MEU program and answered any questions she had and resolved her concerns.
Business Response
Date: 24/02/2023
A FortisBC representative has reached out to this customer, thanked her for her feedback regarding the MEU program and answered any questions she had and resolved her concerns.
Customer Answer
Date: 27/02/2023

Complaint: ********

I am rejecting this response because Fortis BC did not reach out to me as they stated; I received no call or email from them. Their response also does not resolve my complaint. Rather, it simply thanks me for my feedback.

Sincerely,

******* ***
Customer Answer
Date: 27/02/2023

Complaint: ********

I am rejecting this response because Fortis BC did not reach out to me as they stated; I received no call or email from them. Their response also does not resolve my complaint. Rather, it simply thanks me for my feedback.

Sincerely,

******* ***
Customer Answer
Date: 28/02/2023

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. I appreciate that Fortis BC got in touch with me.

Sincerely,

******* ***
Customer Answer
Date: 28/02/2023

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. I appreciate that Fortis BC got in touch with me.

Sincerely,

******* ***
Initial Complaint
Date:17/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi.This is ***************************** from ****************. We asked late on August for a gas meter to be installed on the commercial unit on ****************************************************, **.Your technician told us couple of weeks where needed.Two weeks after they told us the gas meter installation switched on November 28th.Again nothing happened.When I asked again during our busiest season on December 22 the answer was "sometimes in 2023".Then on January 24 the engineer came again to inspect the place and take some measurement, and still nothing happened.Since then, every week I'm keeping asking and the answer is always ''we are working on it" without give me a timeline. At this point I'm wondering if there is someone can give me an update since I paid for **** unit that is gas fired and I'm paying for gas pipe that are already installed, but without gas I can't use any of it.In the meantime already about 25000$ have been spend in equipment without been used.This of course is affecting our product because without using the makeup air unit we have too much humidity on our ****** **********, affecting the shelf life of our products.Since I'm not sure what else can I do I really need and hope you can give me an answer.Thanks *****************************
Business Response
Date: 24/02/2023
A FortisBC Team Manager and Operations Leader have been in contact with this customer upon receiving the complaint regarding service installation. The Operations Leader is actively working with them on having their service installed and resolving their concerns. FortisBC encourages this customer to continue to contact the ********************** representatives they have been working with should they have any further questions. Alternatively, they can contact FortisBC customer service at ************** Monday Friday from 7:00am 8:00pm

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

FortisBC Energy Inc. is BBB Accredited.