Complaints

This profile includes complaints for Enbridge Gas Ohio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Enbridge Gas Ohio

  PO Box 5759 Cleveland, OH 44101-0759

  
• 

  Enbridge Gas Ohio

  1201 E 55th St Cleveland, OH 44103-1028

  
• 

  Dominion East Ohio

  2100 Eastwood Ave Akron, OH 44305

• 

  Dominion East Ohio

  150 S Jackson St Lima, OH 45801

• 

  Dominion East Ohio

  323 Springside Dr, Akron, OH 44333

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:05/22/2025

  Type:Service or Repair 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.

  We moved in to a new home on Feb. 1, 2024 and began receiving gas services and billing form East Dominion Gas Co. Up until August 2024 we were current in receiving and bill paying. Since August 2024 we have not received any billing statements from this company and did not receive any notifications via email or phone as to nonpayment of past due bills until May 13, 2025. At which time we were notified by (Enbridge) of the past due balance and late fees. Upon receiving this email from Enbridge I called to discuss the balance to determine how we were not notified or why we were no longer receiving monthly bills. The Enbridge service rep indicated to me that the bills were being sent to some other address and not the current address that the gas service is provided to. We confirmed and corrected the correct address and it was understood that Enbridge would deduct the late charges as the misbilling was an error on their part and they would send an adjusted bill for the full amount with late fees deducted to the agreed address and that the bill would be paid in full by me once received. Fast forward 2 weeks, we still have not received any bill. I again called Enbridge and was told on May 22, 2025 that we were past due and they will not deduct the late fee. Furthermore I was told that Enbridge made several attempts to contact me about the billing via email and phone calls. This is not true in any form. I implored several times that we were not notified about delinquent payments to no avail. Enbridge insisted that we were at fault for non payment and we should have notified them that we were not receiving bills. I am willing to make a payment in full minus the late fees with I feel were incorrectly added due to billing error on Enbridge's behalf. Reviews by other customers of Enbridge indicate this is a common practice of this company.
  Amount due. $836.41
  late fee charges $43.76
  Total due minus late fees $792.65

  Customer Answer

  Date: 05/23/2025

  
  ******* ***** ***************** via cleveland.bbb.org 
  12:35 PM (2 minutes ago)
  to ******
  
  ******,
  I am pleased to report that you and your team’s effort to help resolve this issue with Enbridge was successful. I received a call from the Enbridge complaint department this morning and we reached a mutually agreed settlement. I am very impressed with the speed in which this was accomplished.
  Thank you for your service and I wish you all a happy Memorial Day weekend!
  **** *****
  

  
  

• Initial Complaint

  Date:04/09/2025

  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 contacted the Billing Department of Embridge Ohio on 4/2/2025 notifying the agent of my inability to pay due to illness and to make a payment arrangement,pay $175.00 or payment plan to prevent disconnection. The agent informed me that no additional plans could be made due to the past due amount and to search outside resources for assistance. I informed the agent that I do not qualify for these services, she apologized stating that there is nothing that she could do. I called back the next day speaking with Valerie on 4/3 informing her that I'd been permitted to make the SRO payment online of $175.00 and was instructed to call the company to prevent disconnection per the website. Vanessa verified the payment and told me that the payment plan would reset itself in 24- 48 hours and it did not. Without the updated information showing online I called the company again speaking with Vanessa whom told me that the current payment plan on the acount is $278.09 however the entire past due of $739.33 must be paid to prevent disconnection. I then informed her that I'd spoken with Valerie whom did not state this when speaking with her, she basically verified what was said online and verified the payment. Now I'm told that I have less than a week to provide close to $800 to prevent disconnection, and if the account is disconnected I must pay $854.00 to restore service. I have been a customer of East Ohio Gas for over 20 years and never had a service interruption or disconnection. Nor have I ever been told that there is no options to rectify the account or speak with a supervison. I waited for a supervisor to come on the line for 5-7 minutes before hanging up and no one has called back. Vanessa also stated the supervisor is unable to override the disconnection order, so what option do I have as the consumer? I am willing to pay $278.09 however this still will not prevent the disconnection order. Which will be $453.09 for the month of April.

  

  Business Response

  Date: 04/11/2025

  Hello,
  
   
  
     The Special Reconnect Order (SRO) allows a customer to pay a minimum of $175 to avoid a disconnection or reconnect service if already off one time per heating season. *** ******* utilized the SRO in October for the 2024/2025 heating season and was set up on Budget Plus 9 months payment plan for her remaining balance.
  
   
  
      She had not made any other payments since the October payment and  had a shut off notice for multiple months.
  
   
     *** ******* contacted Enbridge Gas Ohio and was  correctly advised the SRO could not be utilized a 2nd time in the same heating season. She was advised  her past due balance is due to avoid disconnection. The next day she called back and another agent incorrectly advised her she could pay $175 to avoid disconnection. Proper coaching has been provided for the agent.  *** ******* called a few days later and was advised again the SRO can only be used one time per heating season. She was advised the remaining past due balance is owed to stop a disconnection of service.
  
   
  
      I attempted to reach *** ******* and left a voice mail message. She will need to pay her past due balance to avoid a disconnection.

• Initial Complaint

  Date:03/30/2025

  Type:Customer Service 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.

  The gas company Enbridge seems to have a poor payment/billing and tracking system. They bill their monthly charges to us and invoice the amount owed. Which has been paid. Then a month later a new bill with the current charges and the now “past-due” amount, plus interest has been billed. Although the check has clearly been cashed by the company over a month prior (2/20/25-3/20/25) for the full amount on the prior invoice.
  
  Upon calling to see if the payment was perhaps posted to a wrong account or why it want recorded, the company claims the past due a balance was for a prior month perhaps, but can tell me for certain. That leads me on my own goose chase to find past bills to see if any in the current year has a past due balance. They did not. I called again after finding the bills just for the automated machine to tell me “this department is closed today” when I was just trying to seek a general customer service or operator to get clarity.
  
  These calls were done Saturday and Sunday 3/29 and 3/30. No way to leave a message or complaint. Now I will be using more of my time later again to have to follow up.
  
  Cleveland Heights resident near Cleveland. Payment method is check by mail. This same situation has happened more than once.

  

  Business Response

  Date: 04/01/2025

  Response received via email to BBB Staff

  I have reviewed this complaint and my findings are as follows: 
  
   
  
  *** ******* mailed his January payment on 02/20/2025 and it posted to his account on 03/04/2025.
  
  A new bill came out for February on 02/24/2025 which would have shown the January payment as past due because the payment had not posted to the account yet.
  
   
  
  I contacted *** ******* and advised that this is why the past due was showing on his February bill. 
  
  I also removed the late payment charge for the January bill of  $5.87 and he was satisfied. 
  
   
  
  Thank you
  
  Angela L – Customer Relations  

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service 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.

  My gas was shut off 3/21/25. I had never received a written notice prior to shut off and had paid half of what i owed 2/27/25 and didn’t even know my gas was shut off until 3/22/25. Between Nov 15th and April 15th a 24 hour written notice is required by law due to cold weather and opportunity to pay or get help. It’s been cold outside leaving my thermostat to read 50° or lower. I had scheduled to get my gas turned back on but someone has to be there and I work Monday-Friday 8a-4p which is the same hours and days of their operation. I currently have an order to get it turned back on but I have to wait until Thursday, 3/27/25, but have no idea if someone will be able to sit at my house. I have 2 small kids and no stove or hot water.

  

  Business Response

  Date: 03/28/2025

  Response received by BBB Staff via email
  
  *** ******** started service in March 2024.
  
   
  
  There has never been a payment submitted in the year of 2024 which has caused *** ******** to carry a past due balance.
  
   
  
  In January 2025, a disconnection order was issued where gas was shut off at the curb and *** ********’s account became final. However, the incorrect curb box was shut off in error.
  
   
  
  This allowed *** ******** to have service through 3/21/25 which is when an investigative order was issued to determine why there was still usage on the meter. *** ********’s service was left off at curb following the investigation.
  
   
  
  She was then rebilled for all usage through the date of disconnection.
  
   
  
  There has been a shut off notice on each bill prepared starting from July 2024 to January 2025. There was also a postcard mailed in November 2024 and an automated phone call issued in December 2024.
  
   
  
  *** ******** has submitted payment and services were restored on 3/27/25.
  
   
  
  On 3/28/25, I attempted to contact *** ******** to discuss the findings and left a voicemail.
  
   
  
  Thank you

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I had a past due balance of around $400, the gas was scheduled to get shut off and I had paid the fee to keep it from getting shut off and shortly after I have paid $200 to hold over. But again, I had never once received a notice in the mail or otherwise. I was never called. This is the one bill i have issues paying because I don’t receive anything in the mail. 

  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 04/01/2025

  Email received by BBB

  According to our records, the account has been enrolled on electronic billing since 11/27/2024 with the email address *** ******** has on file. On 2/14/25, she canceled electronic billing. She will receive paper bills in the mail moving forward unless she chooses to re-enroll on electronic billing.
  
   
  
  The last bill prepared prior to disconnection displayed services could be shut off at any time for not paying $394.44 immediately which was a portion of the total past due account balance of $481.71.
  
   
  
  The payment of $200.00 was not enough to avoid disconnection.
  
   
  
  All bill copies can be viewed online via Manage Your Account.
  
   
  
  Thank you,
  
   
  
  Customer Relations
  
   

• Initial Complaint

  Date:03/26/2025

  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.

  It all started when they installed new gas lines and a meter. When the work was finally finished on 03-20-2025 , my wife and I were shocked about how badly they damaged our yard. They also left two protrusions sticking up out the ground. One of them is about 2"-3" tall out of the ground. This is completely unacceptable. We have a corner lot, and people walk by on the edge of the property because we have no sidewalks, so now we have a serious safety problem as well as me hitting it with the lawnmower. They also drove right through the front corner of our property with their equipment leaving big ruts. What in the name of common sense are these people thinking? My wife and I are both retired, and we keep our yard pristine. I have called two separate numbers provide by Enbridge, and they make it impossible to reach a live person. The last number I called had a recorded message that they would call me back in a half hour, that was three days ago. I sought legal advice, and was told to contact you guys first. If they don't fix it ASAP, I was told to hire it done, and take them to small claims court to refund my money, if you guys can't help me , it will then be followed up with more legal action. Thank you **** *** *** ********. One more thing, I don't want any excuses, this needs immediate attention.

  

  Business Response

  Date: 03/27/2025

  Business responded via email to the BBB:

   

  I have reviewed this complaint and my findings are as follows:  
  
   
  
  We completed PIR work at this home on 03/20/2025 and there were two pipes that were left protruding from the ground and the customer is concerned that it may pose a trip and fall hazard.  They also stated that there are ruts in their yard due to the equipment they used. They would like the yard to be graded and seeded.
  
   
  
  I called the customer and advised that restoration starts in Mid to late April.  I advised that I will forward a complaint with his concerns since he feels there is a trip and fall hazard on the property. 
  
   
  
  The customer has my phone number for future concerns. 
  
   
  
  Thank you
  
  Angela L  - Customer Relations  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** * ********      I just wanted to add that I did talk with Angela, and she was very nice and professional, but unfortunately we can't live on promises. Once things are repaired I will close out the complaint. My wife walked out there yesterday, and said they threw a bunch of straw on top of the protruding pipe on the corner of our lot, and you can still see it. This makes it somewhat hidden, and now more of a trip hazard than before. So that's where we at now .
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 04/01/2025

  Response emailed to the BBB

  
  ********************************************
  ***********
  **** *** *** **** ** ** *** ****
  ** *************************
  
  The pipe has been lowered into the ground and area has been graded.  
  
  I have attached a photo for reference.
  
  Thank you
  
  Angela L – Customer Relations
  
   

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  Joseph R Pallutch
  
  
    While I appreciate the pipe being lowered to the ground, I still have big ruts in the yard that need dirt brought in to fill. We also need more dirt by the mailbox where the grade was damaged. At this time, We are going to to have the yard repaired by myself, with some help and will submit a bill to Enbridge. Its painfully obvious that there isn' t much responsibility on Enbridge's part as far as making the proper repairs. Times sure have changed. People these days are so irresponsible.

   Anyway I want to thank the BBB for your help. 

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

  

  Business Response

  Date: 04/01/2025

  
  ********************************************
  **** ** ** **** ****
  ** *************************
  
  Hi,
  
   
  
  We sent someone out to repair the pipe right away because the customer was concerned about the trip/fall hazard. I advised M** ******** that normal property restoration does not start until Mid-late April weather permitting. The grading and re-seeding would not be handled until property restoration begins. This information was provided  to M** ******** during our previous conversation.   If he wishes to complete the repairs on his own, he is welcome to do that  and he can turn the bill into our claims department for review.
  
   
  
  Thank you,
  
  Angela L – Customer Relations 

• Initial Complaint

  Date:03/25/2025

  Type:Customer Service 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.

  My service technician was scheduled to come out and turn my service back on after unpaid $175. Reconnection fee. The hour was f my appointment, I was home and I saw a truck at my neighbor's house. When I called customer service they said he came out and knocked on my door. That was untrue and they couldn't schedule him to come out again till the next week! I couldn't even be home then because I work! Their customer service is the worst! And service technician are the worst. I wish I could go with another gas service!!! Enbridge is horrible.

  

  Business Response

  Date: 03/26/2025

  Response from business received via email

  I  have reviewed this complaint and my findings are as follows:   
  
   
  
  The service for *** *** was turned off 03/17/2025 for nonpayment. She paid to restore her service 03/18/2025 and we scheduled her for a turn on 03/19/2025.  When we arrived we were not able to get in. She called to reschedule and we came back 03/25/2025 and we were not able to get in. She called to reschedule and we offered 03/31/2025 but she was unable to schedule that day due to her work schedule. We have rescheduled her turn on to 04/03/2025 per her request. 
  
   
  
  I called Ms. Chi but she did not answer and she did not have a voicemail available. I sent a please call letter.
  
   
  
  Thank you,
  
  Angela  L – Customer Relations

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising 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 had an appointment with enbridge gas Ohio to turn on my gas meter and they use a crappy automatic phone system that says well be there shortly with no specific time they arrive knocked so lightly by the time I checked the door they had left so fast didn't even give a chance to open door for tech. When calling back phone lines are so long waited over 25 min on hold when they finally answer the phone they said there's no more appointments same day so I have to reschedule 3 days out mind you it's minus below temperatures and pipes can definitely freeze and in the meantime I have to reschedule my employment so I can accommodate their opening for a later date this is absolutely insane that they don't call ahead and tell you what technician is on their way or roughly when they're going to arrive they need a better phone system and more customer service Representatives that are able to handle the volume of calls this is the worst company since they took over Dominion Energy I really hope that something changes soon.

  Customer Answer

  Date: 02/12/2025

  Consumer advised that the complaint is now resolved

  

  Business Response

  Date: 02/13/2025

  Business emailed response

  *** ****** scheduled a turn on appointment for 2/3/25 to be worked between noon and 4 p.m. with a call ahead request. At the time appointments are scheduled customers are advised an adult must be at the premise to provide access.  The call ahead is an automated message that goes out when our technician completes the previous appointment and is in route to the new appointment.
  
   On 2/3/25 the call ahead was made and answered. Our technician arrived 10 minutes after the call ahead and had no access to the premise. A card was left at the door advising the customer to call and reschedule.
  
    *** ****** called and rescheduled for the first available appointment on 2/6/25. Gas was turned on 2/6/25.
  
   I attempted to reach *** ****** upon receiving the complaint and left a voice mail message.  
  
   

  

  Business Response

  Date: 02/13/2025

  Business emailed their response

  *** ****** scheduled a turn on appointment for 2/3/25 to be worked between noon and 4 p.m. with a call ahead request. At the time appointments are scheduled customers are advised an adult must be at the premise to provide access.  The call ahead is an automated message that goes out when our technician completes the previous appointment and is in route to the new appointment.
  
  On 2/3/25 the call ahead was made and answered. Our technician arrived 10 minutes after the call ahead and had no access to the premise. A card was left at the door advising the customer to call and reschedule.
  

  *** ****** called and rescheduled for the first available appointment on 2/6/25. Gas was turned on 2/6/25.
  
  I attempted to reach *** ****** upon receiving the complaint and left a voice mail message.  

• Initial Complaint

  Date:02/10/2025

  Type:Product 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 own rental properties and was sent a bill dated for service through 01/31/2025. The bill was for $107.51 and I do not dispute this charge. I was then sent a bill the following day with a usage of .4MCF @ $4.6250 for a charge of $1.85 for gas usage. We rented the property out and the tenants put the utility in their name. I think they did it before 2/1/2025 but I cannot prove that. At any rate they charged me the $1.85 for .04 MCF and I again do not dispute that charge. However, they added a service fee of $45.70 for the month. I agree with the service fee but believe it should be prorated to the one day of use I had it. They are going to charge the same fee to my new tenants as well so basically double charging this fee. I do not agree with this policy and fee it should be looked at as it is a hidden way to charge more money from the consumer. There service charge section is very vague. I think this is just a way they use to double charge and gouge the public who have no choice but to use their services, which should be fair to the public. I own a few rentals and if this happens every time I switch utilities, I will have no profit for myself - it all goes to the utilities.

  

  Business Response

  Date: 02/26/2025

  Business emailed the BBB their response

  Hello,
  
   *** ********* billed on his regular billing cycle date of  1/31/2025 for service from 12/27/24 to 1/31/25. The service transferred to a new party on 2/1/25 and he received a final bill for 1 day of service from 1/31/25 to 2/1/25. He was correctly billed for the one day of service he had in the next billing period including the Basic Service Charge.
  
   The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the bill.  This is an approved charge from the PUCO.  If there is a 30 day bill or a 1 day bill, the full basic service charge will be on the bill and is not prorated.  
  
   The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs. Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities.
  
   Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Rider. It applies to Residential, Non-Residential, & Large Volume customers.
  
   As a onetime courtesy I have rebilled his account to end on 1/31/25 which will remove the charges for the one day bill.
  
   I attempted to reach *** ********* on 2/25/25 to review the above and left a voice mail message.

• Initial Complaint

  Date:02/08/2025

  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.

  My budget amount increased by 34.71% , yet I maintain a positive balance. Contacting Enbridge Gas, I found there is no way to dispute this increase. My only option was to opt out of a budget payment. There is no department available to contact, no way to dispute the increase, no mailing address to address a complaint to. The consumer is offered no explanation and has no recourse to dispute this increase, even though the company cannot justify it by records. My budget increased from $84 to $114 per month for no apparent reason other than greed on the part of the company. They are already making interest on the positive balances of all the budgets paid during low usage of warm weather . Now they want interest on unnecessarily increased additional budget amounts during cold weather also. This is stealing.

  

  Business Response

  Date: 02/10/2025

  Business sent response to BBB

  
  The Budget year runs from June to May.  The Budget amount is set as of the June bill at what our system estimates the average bill should be over the next 12 months.
  
   Budget is reviewed every November and May and adjusted if needed. Our system looks at the existing balance on the account, the current rate, historical consumption and the expected consumption. Multiple factors can impact consumption over the year such as changes in rate and colder or warmer weather than expected. This can result in the Budget amount being increased or decreased at the time of review.
  
  The actual account balance should be at zero at the end of May to begin the new Budget year. If there is a debit balance owed at the May review customers will have the option of paying the balance not covered by their Budget payment or having that balance divided by 3 and added to the next three bills with their new Budget amount. If there is a credit balance the credit will be applied towards the next Budget payments due.
  
   When *** ********s Budget was reviewed in November it was determined that the existing Budget payment of $84 was not sufficient to cover the expected future bills between November and May. The Budget amount was increased to $114 to cover the discrepancy. Budget is a voluntary program and customers may drop it any time. If dropped the customer would owe the actual account balance at the time it is dropped.  
  
   I attempted to review the above with *** *******. He declined to discuss and ended the call.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ***** ** ******* ***
  
  
  
  Consumer responded via text

  
  
  This is in response to your request for info on my BBB complaint. Yes, I received a call from the company. No, I am not satisfied with their response. As stated in my complaint, there is no way to refute this increase to my budget, as stated in the complaint. I was given the same option as on my initial phone call. Take it or leave it. There is no justification for an increase in the budget amount, mid Winter, of over 35%. Most importantly, when I show a positive balance. This is an act of greed on the part of this company. They not only reap the benefits of interest on the millions of dollars received during low usage months, they want the same use of our money with this unnecessary and unjustified increase of our budget amounts. This Canadian company is cheating us since
  
  
  
   

• Initial Complaint

  Date:02/03/2025

  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 was left a threatening voicemail from enbridge about how I have to make an appointment to get my gas meter replaced and that if I did not make an appointment my gas would be shut off. I made appointment on a Saturday since I work Monday-Friday. It was not approved. Rescheduled appointment so that someone could be here to let them in to turn off gas and turn it back on. Day of appointment enbridge worker did not enter residence at all. I do not know if they even replaced meter because I was told multiple times enbridge worker had to enter residence. I have now been charged $91.82 and $92.85 for gas with a basic service charge of $45.70/month

  

  Business Response

  Date: 02/04/2025

  ********************************************
  12:15 PM (20 minutes ago)
  to me
  
  Hello,
  
  Upon arrival on 1-22-25 the technician determined that the meter did not need to be changed. The technician was able to replace the AMR (automated meter reading) device which did not require the gas service to be turned off. The replacement also did not require access inside of the property since the meter is outside.
  
  There are no billing adjustments needed for the charges in the amount of $91.82 (12-26-24 bill) and $92.85 (1-24-25 bill). The previous estimated meter readings were in line based on the actual meter reading obtained on 1-22-25.
  
  Regarding the basic service charge of $45.70/month:
  
  The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the bill.  This is an approved charge from the PUCO.  If there is a 30-day bill or a 1-day bill, the full basic service charge will be on the bill.
  
  The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs. Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities.
  
  Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Rider.
  
  The Basic Service Charge is not prorated.
  
  On 2-4-25 I called ******** ********* *o discuss the above. There was no answer; a message was left on her voicemail.
  
   

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  it is unacceptable that it took a report to the BBB for them to explain to me why my meter was not replaced considering the threatening of turning off my gas. I do not accept this explanation and request that a the service fee be taken off my bills with the fact that prior to the meter replacement (that was not needed) then did not inspect meter nor aware of the type of meter I had. I will continue to call and file complaints simply over the fact that enbridge was unaware of meter to begin with. A service charge for what? Lack of communication, lack of knowledge and complete disregard of human rights. It is illegal to threaten to turn off someone’s gas from November to April. It is a law. And I didn’t answer because I am a healthcare worker and taking care of patients. 
  
  
  
  Regards,
  
  
  ******** *********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 02/05/2025

  Business emailed response to the BBB:

  A business decision was made to add a $50.00 credit to the account since she was not advised that the meter change was no longer required after the technician replaced the AMR. This adjustment reduced the account balance to $42.85.
  
   
  
  On 2-5-25 I called to discuss the above. There was no answer; a message was left on her voicemail.
  
   
  
  Thank You,