Reviews

No one works in the Barrie office. I have been cut off for 3 months now, I have contacted them 15 times to make a payment plan they said no every time. I filed a complaint with the Ontario electricity board they finally reached out to make a payment plan, still a week and not turned on.. 3 months!!! Ridiculous, not to mention it’s November 22nd and there is a winter ban. next step is a lawyer

Customers hydro was restored on Nov 25 once all requirements were met and arrangements to access the meter room.

Today, September 18, at 1 PM, our electricity was disconnected without any prior notice. I checked our most recent bill, and there was no mention of a disconnection notice or any warning that this would be our last bill. Despite having an outstanding balance, we had made a payment of CAD 150 through online banking on September 3. This payment was reflected in our latest bill, which stated that the next due date would be September 27. Yet, without any warning—no phone call, email, or letter—our power was shut off. ** **** ***** ** **** ** *** ****** ** * ***** ********** ** ***** ***** ** *** ** ******** ***** All our activities dependent on electricity ceased, and our frozen food in the refrigerator was at risk of thawing. *** ***** *** ********* ****** *** *** ******** **** **** ****** **** *********  I immediately called Alectra and was told the disconnection was due to unpaid bills. Despite explaining that our due date was September 27, the representative was unhelpful. I was then transferred to another department and spent two and a half hours on hold. When I finally spoke to someone, they were **** and demanded full payment. After paying CAD 150, I was told a technician would come between 4 PM and 8 PM, with no exact time. * *** ** ****** ** ******* ********** ***** *** **** ***** The power was only restored around 7 PM, just before dark. Alectra is a company lacking basic ***** consideration and empathy. They show no regard for their customers' needs, ******* **** ***** ***** ******* ******** ************* ** ********* ** ******* ********* *****. To make matters worse, they left a highly insulting notice on our door informing us that our power had been disconnected and advising us on how to use candles safely. It’s incredibly inappropriate. They could have given us a warning a day or even a week in advance, which would have prevented the damage and maintained a better relationship with their customers. ********** ***** ******* *** ***** ** ********

Alectra issued bills and notices to customers service address prior to disconnection regarding past due amount. No contact from customer until after disconnection occurred.

In September 3rd, we actually made a partial payment of $150. According to the Sept bill, our due date is September 27th, and there is no disconnection notice on the latest bill. There was also no disconnection notice on any of the previous bills in Aug and July. I can provide evidence. From my perspective, your communication has not been effective. If it's a notice of disconnection, I expect it to be a letter with clear and prominent wording, not a vague statement hidden among a lot of fine print. Therefore, your claim that we have been notified is inaccurate. Aside from the bill, we have not received any other communication from Alectra—no emails, no phone calls. As a client, we have no idea if you have our contact info. We have tried calling Alectra, but the waiting time was too long, making it impossible to get through. Alectra claims they could not reach us, yet ironically, at the exact time of the disconnection, you sent someone to our door to post an ********* ********* **** ********* *** ************** notice, telling us how to use candles in place of electricity. **** ** ****** *********. Additionally, we had already made a partial payment for the bill in September, which shows that we were not avoiding our responsibility. It also indicates that we are doing our duty ******* *** ******** ********* *** ****** reasons **** prevent us from paying in full. ** ** ****** *********** to cut off power to households that are still paying bills? *** ***** ** ** ********* ** *** ** ****** *** ********* ** ** *** ******* *** ** call on Alectra to avoid implementing disconnection measures, as this can have *********** consequences for families who rely on electricity *** **** ******** ******* *** ******* I hope Alectra can understand that electricity is a basic human need, and as a utility company, it should not take such drastic actions. ** **** ******** ******* ** ******* ** ****** *** ***** ** ***** ** ************* Furthermore, the process of restoring power by Alectra *** **** ********** ********* I waited online for two and a half hours, and my phone was about to die, **** *** *** ******* and no way to charge it. ** **** ********** we would be unable to contact the outside world, and we couldn't call to request power restoration. When I finally got through, the customer service representative’s attitude towards * ********** ******** was not helpful, *** ******* **** *** ********** coercing us into paying to get our power back. * **** ** ********* **** ***** **** ***** ********* ** ******* *** ******** *** ************ ** ****** ******** You must make changes. Although the power was eventually restored, we had already suffered *********** ****. After we raised our complaints, * ****** representative from Alectra called, *** * *** ******** **** **** ** ******* ** ****** ************** *** throughout the call, she *** ******** *** placed all the blame on the customer. She pressured the customer the entire time. *** **** ***** ****** **** ******* ** ** ******* ********** ***** *** ******** ******** *** **** ******* *** ** **** ****** *** ****** ******* ***** ******

Why would you play on hold “your customer experience matters” for the whole hour I was on hold? *********** ********* ** ******* *** **** ******* ******** ******* ******* ***** *** ** ************* **** *** ****** ** *** ****** ***** *** **********

Alectra has spoken customer, apologized for the inconvenience and resolved his concerns

I bought a new house and have been trying to hook up utilities. I filled out their on-line form, and when hit Submit the message was that the form would be sent to the Customer Service Department and that if there is a problem the would contact me. I take possession of the house in a week and have no idea if the form will be processed by then. So I called them. The first time I was caller # 27 with a wait time of 1 hour!!!!!! I actually have a job, so I couldn't wait 1 hour. The next morning I called as soon as they opened and was caller # 41, with a wait time of over half an hour!!! Clearly they want to take your money, but don't care about how they treat you as a customer. Highly disappointing. I am truly ********* by how this company treats customers, especially given that I have no other choice of provider and I can't really choose to not have electricity. ***** ** *** ********

Alectra has been experiencing high call volumes. We apologize for the inconvenience to customers. Customers move was processed for the customers move in date and email confirmation was sent to customer.