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Business Profile

Electric Companies

Alectra Utilities

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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  • Initial Complaint

    22/11/2024

    Complaint Type:
    Billing Issues
    Status:
    Resolved
    In view of the recent postal strike, I attempted to log into my Alectra Utilities account to view my account, as I have been able to do before. My old pass word was not accepted and I was asked to enter a new one. When I did so, I was confronted with a requirement that I now needed to accept their Terms and Conditions before being given access to my account. Contained therein, amongst other things, is the statement that by accepting the terms and conditions that I will not longer received future statements by mail. I sent an online complaint to Alectra Utilities on November 19, 2024 highlighting my dissatisfaction at being forced to relinquish receiving my future statements by mail. I have not had a reply to this complaint.

    Business response

    26/11/2024

    Alectra Supervisor reached out to customer, stepped customer through process to access My Alectra to view account and to opt in or out for paperless biling. Customer was satisfied with resolution. 

    Customer response

    27/11/2024


    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. 

    The representative from Alectra Utilities did assist me and provided instructions as to how to unenrol from accepting the paperless mail requirement.  There is no other option if you wish to  login into your account. It appears however, at least in my situation, that once enrolled you will need the assistance of an Alectra representative to unenrol.

    Sincerely,

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

     

  • Initial Complaint

    30/01/2024

    Complaint Type:
    Billing Issues
    Status:
    Resolved
    I moved out of my old property services by Alectra and move in a new one in Oct 2023. The last and first bills I received were estimates and were not reflected of actual use. Alectra has over charged me in both cases. There have been numerous calls to customer support, where I have provided the required meter reading. A manager of some kind is supposed to resolve this but no resolution 4 months later. To compare how ******** took care of the a similar issue: one call and it was all resolved on my next bill.

    Business response

    21/02/2024

    Alectra has been in contact with customer and has resolved their concerns

    Customer response

    21/02/2024


    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.
    the billing adjustments are already processed 

    thanks for your help

    Sincerely,

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

  • Initial Complaint

    15/01/2024

    Complaint Type:
    Billing Issues
    Status:
    Answered
    I live in an extremely small apartment and my bill is much higher than usual. It is a tiny 2 bedroom apartment. There has to be an issue with the meter and it needs to be recalibrated as I am never home and 5 people live across the hall from me and lay $60 to $80 at most. It doesn't make sense and I need a resolution. I have requested assistance on the meter 4 times now without a response. If there is an issue with the meter I would like a refund. I would also have a licensed electrician other than Electra present during the inspection. Thank you

    Business response

    18/01/2024

    Alectra has left customer a voicemail and followed up with email to contact Alectra regarding their concern

  • Initial Complaint

    08/01/2024

    Complaint Type:
    Order Issues
    Status:
    Answered
    Alectra billed me for the period Nov 2, 2022 to Jul 18 2023 despite explaining that I am the second owner, not the first and that the purchase agreement was signed on Nov 10 and the house purchase closing date was Dec 15, 2022 and the billing start period was way back prior to the house purchase and that it is ******* to charge me for a period of time in which the house was owned by the previous owner. I also explained that after the house was purchased on Dec 15, 2022, the house remained vacant until Jul 28, 2023, since the house was vacant during the entire billing period starting Dec 15, 2022 to Jul 28, 2023 therefore there is no water consumption and I should not be charged anything. They ******* claim I called on Nov 2 to setup the account prior even to the date of signing the purchase agreement which is simply false and *******. The bill was issued less that 5 months ago and yet they want to get away with my money, totally ********* and unacceptable.

    Business response

    18/01/2024

    Alectra has left customer a voicemail to contact Alectra regarding their concern

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BBB Rating & Accreditation

D

This business is not BBB Accredited

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Years in Business: 105

Customer Reviews are not used in the calculation of BBB Rating

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Contact Information

2185 Derry Rd W

Mississauga, ON L5N 7A6

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(905) 273-9050

Customer Complaints Summary

30 total complaints in the last 3 years.

12 complaints closed in the last 12 months.

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