Enbridge Gas Distribution
Reviews and Complaints

I phoned to complained about a gas smell and the technician came to repair without any device. Just basically shut off the gas supply and walked away saying he will be back in 1 hour which he never did so. This is a stupid company and he never escalated the work order to anyone else I had to phone them back and up to now no one has turned in to repair it,

This is what happened to us.
We sold the property in August 2014. Yesterday April 30 2015 I receive a letter from Enbridge that following a recent investigation they realized that form Jan to Aug.2014 they billed us incorrectly so we owe them $274. I called them and they said that the meter was broken since Feb2014 and they replaced it in Apr. 2015 and all this time I was paying an estimation. And now they realized that the estimation was to low. They re estimated it and I owl them $274. I don't think its right that they can come 8 month after an account has been closed and ask for more money. What are my rights?

In October 2012 I ordered a brand new water heater from Enbridge. They installed it and after 6 installer visits were over 4 months were able to get the unit to work. We didn't have hot water after the first 3 visits. The new power vent component was replaced. The copper piping in our home removed and replaced with junk piping that could burn you. This was then removed and new pipe but not joint piping replaced so our pipes are on an angle now. They charged us for a service call when I called to complain they started an investigation that was not documented. So the charges were not resolved the following month. I called again and a credit was issued but I would be responsible for the late charges. This is the worst $1800 experience of my life and Enbridge is a dysfunctional band of pirates. Buyers beware!

First I will admit that I was forced to pay some dental bills for my children in which we don't have coverage for. Due to the fact that the furnace was not in use the past 4 months Enbridge had hit the bottom of our priority list. What a mistake that was. Usually we would get a notice when a service was to be cut off. When this happens we have always found a way to pay the bill especially if it's a matter of keeping my children warm at night. However this time we were not given a chance.
A few days ago during the first cold night of September we had decided it was cold enough to turn the furnace back on. We could not seem to get it back on. We had no idea we had been cut off. We called Enbridge to ask why our furnace wasn't working and they claimed to not know. They sent out a repairman to find out what was wrong. After the repairman arrived he had come to the conclusion that our pilot light was out. the gas man explained what he needed to do and how much we'd be gouged and to work he went. About half an hour later he comes backs and tells us he can't do anything for us. He seemed rather embarrassed to tell us that our only problem was the gas was just cut off. It was an ucomfortable moment. I just said thanks for putting in so much efffort to tell us so little. Please don't even tell me the damage. I"m sure the bill for your visit is already on it's way.
Regarless he gave me a simple cheesy bill which I will treasure forever. Yesterday I got the official bill from enbridge. Same amount of money. Most likely done the bill twice and will somehow expect me to pay it 3 times. They will try. After all paying $117 just to be told you've been cut off is too good of a deal for a struggling family trying to keep children warm.
Before this happened we had just paid Enbridge $960. About $250 of that was actually gas usage for heat for that is all they provide us with. Our hot water tank is electric. the rest was this fee that fee, late fee charge, re connection charge, delivery charge, customer charge, hst, ect, ect...
Just when I thought the nightmare was finally over I get a letter today from a place called Summit Energy. I've broken my contract. I now owe them $495 dollars. What will come in the mail tomorrow. Sure does cost a lot to keep your kids warm now a days.

cosman neon since 1950, we moved into a new shop approxitmatley 4 years ago, being a premium quality glass bending neon sign business, just before moving in our landlord installed a highend energy effeceint furnace, everything was fine until last winter 2011 when, enbridge changed our gas meter, 6 months later we received a bill stating we owe 1800 dollars, so we called enbridge the 2 employes agreed something was not right, THE REASONS BEING ! FIRST our bill was roughlet 30 to 38 dollars less then our nieghbors, with the energy effeceint furnace, which they do not have, heres the funny ONE? WE BEND NEON GLASS TUBING USING PROPANE FIRES APPROXITMATLEY 5 OR 6 RUNNING EVERYDAY INCLUDING MOST WEEKENDS ! PUTTING OFF 450 DEGREES OF HEAT, meaning our heat is only really on at night, beleave us it gets hot, how could we use the same amount of enbridge gas, in the words of there own employees "" THATS B.S. I WOULDNT PAY! so the obusman ? another scam ? said he would knock off 600 dollars, what somethings wrong here, HOW CAN ANY COMPANY TRY TO INCREASE THERE BILLS 4 YEARS LATER, TO ME THIS ILLEGAL, WHAT SOME PEOPLE CALL EXSTORTION, SO THEY HAVE KNOW LOCKED ARE GAS, WHICH I WILL BE UNLOCKING ! IMAGINE INVOICING YOUR CUSTOMERS 4 YEARS LATER ! WHO IN THERE RIGHT MIND WOULD ALLOW THIS EVIL EXSTORTION TO CARRY ON ! NO MATTER WHAT I WILL NOT PAY, IN MY 70 KNOW I HAVE LARGE PUBLIC AND SOON INTERNET FOLLOWING ON THIS, I AM WELCOMING ANYONE WHO CAN HELP ME TAKE THIS COMPLAINT FURTHERANY WAY POSSIBLE LARRY COSMAN NEON SINCE 1950

Misled by MorEnergy and Eo Energy salesmen

I moved in a 60 year old detached bungalow in Scarborough on June 24, 2011. One week later I a salesman name Siddique from MorEnergy showed up at my door and ask me whether I owned or rented the hot water heater. I told him that I was not sure so he came in to check for himself and then told me that the tank was a rental from Reliance. He said that MorEnergy will remove the tank on behalf of Reliance and install a new high efficiency, energy savings hot water tank for a low cost of only $23.99 per month which would save me hundreds of dollars in the long run. He told me that MorEnergy is an agent of Enbridge Gas and that the tank rental cost will be charged on my gas bill through Direct Energy. He then looked at the furnace and said that it was 20 years old and needed to be replaced by a high efficiency energy furnace. He said that he can arrange for excellent deal for a new York High Efficiency Furnace which will be installed at the same time as the hot water tank. On July 2/11 two guys from Eco Energy came and installed the furnace and hot water tank.

After the installation hot water tank made a lot of noise every time you turn any tap on in the house and came on all hours of the night even when no tap was in use. The new furnace made the same noise when turned on and ran continuously even though the thermostat was set at a certain temperature. I called the salesman from MorEnergy to complain about the noise on both equipment and the furnace not shutting off. The next day the technician from Eco Energy showed up checked both equipment and told me that the noise coming from the motor on the hot water tank and the furnace was normal and that I should get used to it. After three week of sleepless nights and complaints from my neighbour about the noise I decided to have the hot water tank replaced with one that I purchased from Home Depot. My new hot water tank was vented through the chimney and noise has gone away but I’m still stuck with the noise from the furnace.

When I called the MorEnergy’s office to ask them to pick up their tank I was told that they don’t take back the rented tanks. I was given the option of either purchasing it for $2, 000.00 or pay a penalty she did not say how much. I told her that the salesman misled me into believing that I could return the rented tank anytime during the term. She was very rude to me and said that I should have read the agreement it is not the salesman responsibility to tell me. On August 18/11 I called Eco Energy to find out where I should drop off the hot water tank. The Manager told me that Eco Energy is the authorized dealer for MorEnergy and they cannot take back the tank because they operated out of a small office and does not warehouse space. I told him that I was misled by his salesman who never told me that I rented the tank for life according to the agreement which was very difficult to read. He said that he will check into it and call me back.

Today is September 30/11 and I have not heard from anyone. The hot water tank is in my garage waiting to be picked up and the furnace which I paid $3, 825 for is still making a lot of noise and still runs continuously. I had the new furnace inspected by an HVAC company and found out that Eco Energy only replaced parts of the old furnace, put a “York” label on the outside and charged me for a brand new furnace. My recent enbridge bill has over three months charges for hot water tank rental and they siad that they cannot do anything to stop the billing. This is called cheating and scamming. If there is anyone out there reading this complaint who can help me please contact me at [protected]. I have been scammed and I hope that someone out there will help me put a stop to this bunch of scammers.

Shelima

We just moved in to a house and found out there is no hot water called Enbridge to find out what is going on they said there is an outstanding balance on the account we faxed then documents proving we just moved in
They said it will take them 10 business days to read the fax so they will turn on the gas after they read it
This is ridicules I have a small child it is getting cold
I have explained the situation to a supervisor who said the same thing “it will take us 10 business days to read your fax we will be able to schedule a reconnection after”
My question is! Is it because of the monopoly they allow themselves to take their sweat ### time to read my fax? As a new client to them who wants to pay money for service I am being put in a situation where I can’t get service because they need 10 days to read my fax
I am sure with any other business when u get a new client you try to offer him/her a service as soon as possible!

Almost a year ago, I had just moved in to my new home for a few months. I was waiting and waiting to hear from whomever it was that was to provide me with heating. Finally, after about 3 months following my move in date, I receive an invoice from them charging $250 fee for account setup, plust another $130 for my heating charges. I called into customer service who tells me that if I want to avoid the $250 up front charge, I would need to complete a form to sign up for the Budget Billing plan and send in a void cheque to have my payments debited automatically from my bank account. So I proceeded to send in these forms and a void cheque with a written explanation of what I was looking for. I sent this all in by courier and verified that the documents were indeed received at their offices and signed by someone their. 2 weeks went by and I still did not receive confirmation that everything had been setup, when I called in to customer service, they were always saying that it should be setup soon. Finally after another week went by, I called again and asked the customer service rep to check on it and he said, they cannot call the other department to check on it and I asked why not and they said it is not their responsibility, I called back later and asked another person to check, she said she would e-mail them to check and call me back, never heard from her. I called again later and asked another person to check and he just told me that it would be done soon, I asked him to check and he said no, it is not his responsibility and when I asked him if he were in the same position, would he not want to know? He arrogantly said "No, I would not". When I asked to speak to a manager or supervisor, they said they are not available. Finally, I got so upset, I left an angry message for the Ombudsman's office and a few days later I got a call from the ombudsman's office and that my request has been processed. I informed them of the horrible service I received.

This was still not the end of it, many months later, I received an invoice and there was a message stating that I had been overbilled by an amount of $383. However, they continued debiting my bank account for more than I was actually using. I called to ask them to just deduct my current balance from my current credit amount and the rep kept telling me that although they did make errors in calculations which lead to them overbilling me for several months and leading to me having a credit balance, they cannot just take it from my credit balance. I asked to speak to a supervisor and was told again that I would have to leave a voice message asking to speak to a supervisor and the subject. The next day, I spoke to a supervisor and after a long discussion, they finally decided to just deduct my monthly balance from my current credit balance instead of debiting my bank account. It was just such a struggle to get what I rightfully deserve from them. I am continually monitoring the situation to look for any issues.

Enbridge has just updates and installed a new gas meter for my house. They left a notice on my door stating that I have to call them to book an appointment to restart the service and reignite my pilot light. After work, at 4:30, I called them to schedule my 4 hour window. It is now almost 10, and they still haven't arrived. So, I called them to find out what was going on. Apparently, there was an emergency. No one called to inform the customers sitting at home that there was a delay. No gas equals no cooking, and no hot water! I filed a complaint to no avail! So, I sit here and wait until someone comes. Hopefully, it'll be before midnight as suggested by their front of the line customer service reps.

Their customer service offers absolutely no compensation for wasting their customers' time. Since it's night time, there are NO managers available either. So, it's ok to waste my time, but not ok for us to use their time! ENBRIGE does NOT deserve a monopoly on gas! SHAME on them!

My gas was cut off. I phoned Enbridge Gas Company [protected] and they wanted me to pay everything including a connection fee of an extra $500 . I ask to speak to the Manager and they told me the Manager will call me back in a few days. It's cold and this shouldn't be allowed. I wanted to make some type of payment arrangement but they didn't care about that either.

Called Enbridge after finding out the my furnace had stop running (broke down). Where I live, Monday was -35 and my house got down to 4 degrees, after talking with the service department they only can get me an appointment on Friday. That is 3 1/2 days in a house that is freezing, the pipes are even starting to freeze up. I called again to get an earlier appointment but they still say Friday but they put a call out to who ever to see if I can get someone earlier, still waiting for a phone call and my house is still 4 degrees and dropping...how can they leave a customer in a house that is only 4 degrees and to top it all off we are on their special Protection Plan they have and I still have to wait that long so why should we pay for the plan if we cant get any Emergency service. They say customers on this plan get priority service, I think that it is totally ridiculous that living in Ottawa with no HEAT for 3 1/2 days is UNACCEPTABLE.

How does a company with an F rating from BBB come to monopolize the gas supply market and I would we be able to get out of this tyranny?

We bought a house with an abandoned swimming pool last year. In late July last year, we decided to tear it down and fill it with dirt. The contractor brought a bulldozer in. Because our backyard is lower than front yard and the pathway's width is just enough for him to drive through, he realize that this job is more trouble than he originally thought. This idiot decided after each time he dump the dirt to our back yard, he would scrape the ground with the tip of his bulldozer on his way back to make gradually the slope flatter.

He hit the gas pipe. I call Enbridge. The technician came. The first thing they did is yelling at me for not calling them ahead before I dig. (To paraphrase: "Oh, you are so dead! you didn't call us ahead and we are going to slap you with a big bill!") I am pissed. I only wanted the pool filled, how was I to know the contractor will be digging? How was I to know the idiot would do what he did. He actually went in the ground for about 18 inches and hit the gas pipe.

After they fix the pipe and left, a couple of their subcontracted inspector came and looked. None of them are as rude as the Enbridge technicians. A couple days later, TSSA responded and start investigating this case, even they are friendly and realize this incident is not my fault and didn't give me any trouble. He went ahead and fined our contractor.

We held up the last $500 payment of this job to the contractor because the Enbridge's worker's warning/threat. Months went by, we called Enbridge several times and asked if there will be any additional fine. They never told us there would be any. Even though the contractor broke a few things in our front yard and did a terrible job fixing them, we thought we would still just be the bigger person give him the $500 we have been holding up without putting up any resistance.

FULL 6 MONTHS after the incident, guess what? Enbridge sent me a mail, it says how I am at fault and fined us $665.11 for what happened. It is due NEXT WEEK (Jan 29). The statement is dated Jan, 14 but the postage stamp is Jan 19. (They even kept the letter for 4 days before sending out!) I receive the mail on the 21th, which is a Friday night. It only leaves me 5 WORKDAYS to come up with this money. You have to realize this is even more than what we pay in gas for a whole year. There was even a fine print of a bill saying they will send us more bill if other charges comes to their attention.

We called the contractor and see if insurance will cover it. He said he will come over and talk about it. GUESS WHAT? He is not showing up. After all he has got all his money.

Yes, the contractor is an idiot plus ###. However, what really stunned me is Enbridge - a dirty bureaucratic monopoly. Every person who works at Enbridge seems to have caught the same bug. The are all extremely heartless and arrogant. They seem to sincerely feel it is the right for their organization to blame anyone they like and rob them as they wish. Afterall, they answers to absolutely no one.

I bought a house and the former owner had a water heater rental with Enbridge. The water heater was rusty and it was 9 years old and I wanted to replace it. I was forced by the rental contract to buy it and Enbridge charged me $246 for a 9 years rusty water heater! In addition, in the last 5 years the rental monthly price increased over 50%!
I strongly recommend you DO NOT take any rental from Enbridge!

My wife and I have received charges on our Enbridge Gas Bills for home maintenance plans and their respective cancellation despite never ordering them. The actual charges were generated by Direct Energy and processed through Enbridge's monthly bill statements.

We believe that many others are victims of this fraudulent behavior.

According to Enbridge's Ombudsman (Ms. Debbie Boukydis), if the charges are not supported by Direct Energy within 60 days, then Enbridge will apparently not enforce its collection; however, how many take the steps to challenge these unwarranted unsupported charges?

Short quick out line to my story. Purchased a house in Feb 2010, got my first bill from Enbridge in March...checked out the bill as it was astronimical, so went a checked the meter reading (it says they did a reading on the meter on this bill.) Ironically enough it was far less than what I was billed for so I called and they opened a case. Gave them the meter reading, and they said they would send someone out right away to ensure I had given the proper reading (ok to second guess my reading, but its just 5 simple numbers on my meter)

So jump to April, May and June...still getting bills on all 3 months, all with estimates and each time I call to correct the issue because they are charging me for over 300 cubic meters each month, and I used less than 100. I get every excuse given to me about why its still not correct nor has my case been resolved. I've been told the meter reader could not open the gate, I've been told there is a dog in the back yard, I've been told they were once told they were not allowed on my property, I've been told that its hard to use the new computer / web based system and now today get told that it could take another 3 months to resolve. All the meanwhile my account billing has been suspended till this is resolved (because I refuse to pay 600 dollars for gas that I have never even used) I have been proactive in trying to rectify the issue, as well as not get dinged with a $600 bill. I've giving them actual meter readings each month since I got my first bill and still no answers. The case is still pending.

So four months and still no resolution, I know I would get fired for not doing something for over 3 months at my work...how the hell do they get away with this?

We have oil heating, and the water tank also is oil fired and started leaking. As it was still summer, and instead of going for a new hot water tank we decided to apply for enbridge gas line. In the first call itself we explained to them that there is no hot water and we hope enbridge will rush up the installation process. We sent all the required forms on the 29th of august, and called back. The CSR confirmed the week of 21st of September, enbridge is going to lay the line for sure. The week before also we received a call confirming the same.
But the actual week, nothing was done until friday. We had to make several calls, the CSR gives another no., and the lady overthere says she cant reach the contractors. After 10days, the blaim was put on the city, that they didnt send the water locate. So we called the city, and the next day itself the water locate was sent by the city. Acutally it looked like enbridge didnt put it as a rush, and so city was taking little time. But after getting the water locate, even now it is not done, and enbridge now is saying that ours has to wait.
Since a month and half there is no hot water in the house, and we are heating water on the stove. This is the worst Customer Service ever that I had seen in Canada. Since 22nd of september, I had called Enbridge atleast 3-4times a day, and spent atleast 30mins a day about the same, as every time I have to explain to them from beginning. Enbridge needs to understand the value of time and the discomfort too. Also they need to handle their contractors more professionally, and priorotise their calls properly.

Enbridge needed to replace a gas line under my driveway. I expressed concern about this and called the contractor to come out and discuss what needed to be done. He assured me that after they dug it up, it would be "good as new".

My driveway was dug up, app. 6'x5' section of it. Now, my driveway was paved to begin with but not new. It was faded to a light grey, looked nice if a little rough. They put down a nice new black patch right in the middle of it and you could see around the edges where the old driveway was cut out. "Good as new"? Not at all. So I called them back and had someone else out who basically offered to coat the whole thing with some black stuff that he agreed would fade fairly quickly or get us $500 with which to do it ourselves and we could "pocket the rest'.

So basically my driveway is ruined and looks like crap and they want to give me $500 to shut up about it even though it will cost much more than that to redo the whole thing - which is what needs to be done. Can they do that?

We have recently declared bankruptcy and chose to not include our utilitiy bills, bad decision!. We struggled all winter with bills and are just getting on our feet recently. We have just paid enough to keep services going which is absolutely not enbridge gas' issue. However we have discussed payment arrangments to catch up and be completely paid off as of june 19th. We should not have called at all because prior to the phone call we had no shut-off notices and just paid little by little. The minute Enbridge received a call for the payment arrangements they wanted payment in full and nothing less. We pleaded several times with different reps only to get an absurd payment arrangement. We were also making other arrangements with other utilities as well so we could not afford them all at once. Hydro had no problem with our payments and are almost completely paid off. Now Enbridge has cut off our service. We have 3 young kids one of which is a newborn and no heat or hot water. We told Enbridge we would pay, it would only take a bit to get it all paid off. They should not be able to cut off service when you are making reasonable payment arrangements. These companies are in the perfect position of power because you the consumer have no choice but to use them. They have almost no competition! I can understand a service disruption when people are not answering the phone and never paying. With a recession possibly on our doorstep more and more people will be declaring bankruptcy and unable to pay their bills "on time" and these companies seem to have no remorse. I read in the states an elderly woman died due to the direct result of her gas being cut off in the winter due to non payment...surprised?

Adding onto simliar sentiments, I feel that enbridge is an apathetic despot. My personal experience is as follows. Being an average family living in the suburbs we have many bills to manage. Owning a seperate property (other than the one we reside) there are many bills to oversee. Our property had been vacant for several months, According to enbridge, the bills had not been paid for since the months of August-September. For this reason they decided to shut down the heat for the house. The result of this action has been extremely financially crushing. It had taken until early February to realize the effect of enbridges thoughtless actions. The freezing seasonal temperatures had caused virtually all the water pipes in the house to burst thereby ruining all drywall, ceilings, kitchen, bathrooms, basically gutting out the entire home's interior. This has cost an estimated $50, 000 minimum in repair damage (more than some people's yearly salaries)

Firstly, I'd like to state that yes there is partial liability on the client’s part for not managing their bills, however, a huge monopolistic energy company like enbridge should be EXTREMELY responsible for contacting clients to follow up with these bills. It doesn't take anyone of high caliber to understand that a company like enbridge has ample amounts of resources and at least some sort of customer communications system. Gathering from their policies there is no doubt that enbridge collects individual clientele information at a constant rate. With this said, upon contacting enbridge, their response for not reaching us for unpaid bills was that they "tried to contact us". As proof from the above experience, their attempts were obviously unsuccessful which I find absolutely ridiculous. Such “professional” company should have absolutely no excuse in finding ways to reach paying customers. From a business standpoint it would be absurd to not have a means of collecting money for services delivered, especially a company that heavily deals with HUMAN clientele should have NO EXCUSE and NO REASON for not being able to reach a customer. The only type of people I can think of that falls into an “unreachable” category would be those who are convicts, con artists, or basically anyone TRYING TO EVADE payments. Last time I checked, this DOES NOT include normal people who live in one spot, have daily jobs, and are willing to comply to late payments or otherwise. This may be a reflection of how poor the policies or customer service system is in enbridge (which may bring even LARGER ISSUES concerning a MAIN community energy provider). Situations involving people can not be treated as black or white where NECESSARY services are withheld. Especially with long time clientele and unproblematic clientele with decent histories, this mere fact should speak volumes about the reliability of the customer to the patron.

I would also like to add another important issue in specific to my experience. A LARGE company such as enbridge dealing with specific services such as heat CAN NOT admit to ignorance of the DIRE consequences of WITHHOLDING such a utility to a home. Correct me if I am wrong, but it is not new knowledge to know that there would be extremely high risk of many things such as water pipes in a house to burst/become damaged due to freezing temperatures. Any sensible person can realize that these damages ARE SERIOUS and COSTLY. When selling services advantages and disadvantages are always brought up to either entice a customer or scare a customer into purchasing. Tell me HOW a “specialized” and “professional” company can be so negligent in ignoring the IMPORTANCE of heat to a home?! OR if they know full well the consequences, then how can such a people oriented industry not make sure/ put on the highest priority to reach the customer?!

For those wondering, yes there is contemplation in pursuing the issue further, but currently it is tough to individually manage daily business and pursue this matter at the same time. From my experience I’m not sure how many others have gone through the same thing. Looking for possible suggestions or others put in the similar position so that maybe we can do something so that we and those in the future will not be victimized from the unprofessional and irresponsible monopolistic enbridge (or other like companies).