Enbridge Gas Distribution
Reviews and Complaints

Totally lost it on them - here's a smattering of my comments

Them - is there anything else we can assist you with today?
Me - yes - could you recommend another gas distributor with decency?"
When told that I was free to use a gas"broker"but that they are the utility (in other words there are no other choices)
I said"gee - you don't seem to be running it like a monopoly"

I let them have it with my outrage as when they said my payment still had not been"posted"- I told them but I paid it by internet banking of thursday, october 2nd. Under where they said they had called me it said that line had been busy. It has now been 5 business days. Then mr. Sarky said that it says on the bill it can be up to 7 days.

I told him that I have the confirmation # from my bank but he could not accept that as too many people had that and then cancelled their payments so they won't accept that anymore. They had told me that I had to be sure to pay $ 243.23 by october 17th as well. My bank had even suggested I call the better business bureau. Anyway - as I pointed out that it had been 5 days already and that I have a child and that my house is freezing and there is supposed to be frost tonight (zero degrees) he came up with the plan that I could use my credit card plus pay an extra fee and that they would then consider it paid as other monies are on the way and I would have paid up full balance plus reconnection 2 weeks in advance. I asked if I could use my mum's visa which was a yes but he said she would have to call herself. I told her that she is 82 and would not be good at holding 8 - 10 minutes each time as I did or at following the prompts. Then I said, o.K. If I do it that way (meaning they have extra money of mine 2 weeks early as well as other payment so can collect interest, when will my gas get put back on. He said"we don't do same day appointments"- I then asked him if that was so that he could"slap us on the wrist for being so bad"and when I pressed as to why not (since it has bee 5 dyas) - he said firstly, they just don't have the manpower, I said that is surprising as you suck so much money out of us. He then said that they are really busy because the people whose gas got cut off in may have now realized that the weather is cold so they are all paying and getting gas re-connected. I told him"but I paid all summer and didn't do that)! The basic jist was "too bad for you." I then asked who I could write to to complain about the shoddy treatment and absolute lack of customer service. Ended by asking if I was confused and was I actually in the soviet union or canada!

Anyway - must write letter now, perhaps first to mpp, or ombudsman or even the mississauga news. Thought I would write a letter to the editor for the wednesday edition of the news and in closing, ask for all people who have had been dealt with like crap by enbridge to all write to the energy council of canada (the only body that regulates and/or governs this sad industry.)
Anyway, I was quite "sassy" - now I have probably been red flagged as an instigator and a non-payer!

P.S. - also, when I realized payment had still not posted to the acct on friday by just after 6:00 p.M. (they are closed on weekends) - one of the more decent told me (when I asked what I could do) that I could call in and check to see if my payment was posted and if it was, I would be connected to a rep that would set up a hook up appt right away (had not been told yet that there are no same day hook-ups - and that yes, many of their customers have children, blah blah blah.) anyway - I went through automated info and it told me that I had a balance due of $495.49 due october 16th which meant I had two more weeks to pay! Of course, when I mentioned this on my eigth or ninth call - they gave me the same crap about past due amount and how I was left a note (which I never got nor saw) and then again reminded them of their effort to contact me by phone and them writing "busy" beside it.

Well, i'm sure I haven't helped my cause any and am almost afraid to call to see if payment posted now. Can you imaging them wanting me to pay other amount (totals more than it should for what I paid, the re-connection fee and next balance), charging me an extra fee (and collecting interest off of my early payment) and then telling me that my gas may not be back until tuesday or wednesday (if i'm lucky.) bet they are just lovin the cold snap - entire staff rolling around naked in odourless gasses and cackling wildly as thermometer freak plummets. Ouch!

Did not spell check or stop to breathe - hope I got it all out.

Has anyone else had Enbridge Gas making unauthorized debits from their bank accounts? I have never had an account with them, I have never given them any information - and in the past 4 months they have taken almost $2000 from my account. I have got it all back, but this past month I also had a cheque bounce because of it. I am now closing my account because neither the bank or Enbridge can figure out how this has happened. The bank says Enbridge has to have a void cheque in order to do this, but I have never given them one. I don't know how else they could have my banking information.

I am absolutely furious! About a month ago, a man came to my door saying that he was from Enbridge. He said that the wrong bill was sent and the paying price should have been lower. I did not know because I am only 15 years old, I signed a contract and gave him my parent's latest Enbridge bill. He said the right bill will be sent and the one I gave him would be also mailed back. That same month a bill came home for about $400. My father did not know and sent the check. Then after my parents realized what had happened when they sent another bill for $800! The price was outrageous! My parents paid and called them to cancel everything because of the mishap about two weeks ago. But just this week they sent another bill along with a fine (totaled over $1000) because they claimed my parents did not paid yet! I have no idea if they still have my family's account on their list.

I am outrage at this matter for wrongly scamming people, especially having a minor to sign like me because I did not know any better! I demand that the government should take action on this and put an end to all these wrongful scams!

I would like to express my outrage at the monopoly power which Enbridge Electric is using to fleece electricity customers, and because competition is prohibited we cannot switch to a different provider. This monopoly is not in the interests of consumers and this should not be allowed to continue. In the US residents of condos and apartment buildings are allowed to have a choice as to their electricity provider and we should be allowed to have competition as well.

Before Enbridge came to my building we were paying much more reasonable rates but as soon as they took over Enbridge Quadrupled the rates and when asked why they told us that the meters were faulty but the Delivery charges also Quadrupled and that has nothing to do with the meters, which makes it obvious that they are just lying to justify their dishonest and fraudulent practices.

They sent me a bill for almost $700.00 (Copy attached Pdf format) and when I questioned it they demanded that I pay it or they would cut off my service, I had to pay it under duress because of the threats that they made. We are not allowed to have access to the meters so we cannot read the meter ourselves, and I think we should have unhindered access to the meters.

Also, in light of the fraud which was revealed after the audit of Hydro One I would like to know when was the last time Enbridge was audited and if they are not being audited I would like to know the reason why. They are bleeding consumers with their nefarious and reprehensible business practices and consumers need to know exactly what is going on.

I have filed a complaint with the OEB and they have told me there is nothing they can do to help because the legislation as it stands permits Enbridge to operate in this manner.

This has to change, it is not right.

Edward Gonsalves.

I was unfairly charged a labor fee of $75 because Enbridge argues that never got a note from my contractor showing repairs concerning a previous tag (boiler malfunction), which was repaired after on-time. Even the same day when my contractor replaced the old boiler unit they discovered a leak from the gas meter and notified Enbridge immediately. I had already notified Enbridge months ago for the same problem but they never called me back or solve this gas leak which they consider an emergency.

Enbridge insisted that never got the documentation from my contractor and had to send an inspector to my place to check that the repairs were done. Surprisingly, no inspector ever knocked our door and got into our basement to check the work. Enbridge may have dispatched an inspector to check the gas-leak from the meter outside the house (which they say they did in the coming days), but the costs of that visit should be at their expense since the leak was in the meter itself. No inspector came to check the work inside my house that originated the original tag instead.

Since the wrong $75 charge, I had called Enbridge several times to request the charge be waived since I have confirmation that my contractor contacted Enbridge to clear the tag given the problems had been corrected. I even called personally Enbridge the day after my contractor did the work to ensure they had received the notification from my contractor and to offer myself to send the proper documentation by fax in addition to my contractor. Enbridge said it was not necessary that I send the same information since they had been in touch with my contractor and would receive the documentation via fax at any moment.

I have spoken with over 5 agents and 3 supervisors from customer service to get my situation corrected and rectified. The first 2 supervisors promised me that they would contact Enbridge operations who issued the charge to determine whether the charge was appropriate or not. After several weeks I was never contacted by these “supervisors / managers” to receive the findings of their investigation. I’ve had to waste my personal time to follow up on this issue and try to reach those supervisors with no success so far.

My experience today is what finally motivated me to write this note since today May 9 at 12:30 pm; I was object of the worst treatment and service by a customer service supervisor from Enbridge, named Steve, who hanged-up the phone on me. I called today to talk to a "supervisor" again to inquire the status of my unsolved complaints from the last 3 months. This employee interrupted me and never let me convey my position clearly. He disputed every sentence I was able to “transmit” and accused myself of interrupting him instead. But worse than his mannerisms was what he said to me: a) Enbridge doesn’t accept any fax confirmation page as valid proof for any purpose; b) the consumer will be never be right given associations such as consumer/business Bureau/Ombudsman from Canada cannot successfully dispute their rulings or decisions; that they are above any organization based on government recognition; c) Enbridge was the sole monopoly supplier in my neighborhood and; d) no matter what I say he wouldn’t not believe in my version.

This shows an abusive and pre-potent company that take advantage of their power over consumers. I live in many countries before and I am astonished how this happened to my in Canada where one of the most remarkable characteristics of Canadians is being polite. I had never been disrespected and offended by anybody in my life as this supervisor did with me; who trashed and yelled at me during the whole conversation. Obviously this supervisor doesn’t know treating people with respect; moreover when we the consumers pay his salary. No question that Enbridge is hiring supervisors with no education or soft-skills to relate with any people. I feel disappointed that a portion of my bills is for paying the salaries of individuals that don’t provide assistance or customer service at all; but the the contrary: offense and disrespect. I hope Enbridge CEO, Daniel Patrick looks after this note and take the corrective actions to avoid that nobody ever is treated miserably and his/her consumer rights are not violated.

we currently rent and the bill was set up in the landlords name so we did not get the bill so we were cut off and asked to pay over 1,000 dollars which we did. we then changed the details and asked to be put onto a budget plan and we ere told no their was still outstanding balance. We still continued not getting the bill and now once again we have been cut off we have been told that we are signed up to ebilling so we dont receive any paper bills which we are not set up e billing and we can not cancel it as we dont have a password and enbridge said they cant either.

We have now been told we need to pay 1600 to be put back on but we dont have that money all at once we have 3 young children and we can not cook,wash and have no heating they have now put our children at risk. We will not have that sort of money for over 4 weeks but still they wont make payment arrangements with us

We have contacted all the local helplines and they said we either dont qualify or the money has ran out and we dont know anyone who could help us.

Back in the uk where we lived they could not cut us off for non payment and i think this is wrong we dont believe it was our fault that we did not get the bills and out kids are now suffering

Please can someone help us?

From Nov.2004 to Nov. 2005, I was overcharged for gas to heat an apartment that I rented. I was forced to pay the said amount in the spring, and after I threatened to sue them,they sent me an unexplained refund of $600., and in addition,refunded the property owner over $1000. for the gas that had been used in my unit during the year [protected]. I was not able to speak to anyone in charge; my only contact was with extremely rude call center employees.At one point, I actually threw the phone out of frustration. I moved out of the unit in November 2005 and they have sent me several notification letters saying they owed me a refund of $56.38. I have yet to receive anything, and I feel that they owe me far more than that. I called in October 2005 to say I was moving out and still they have not sent me one penny! Other individuals have told me they are impossibly rude and difficult to deal with. Endbridge would be the first to cut off your heat if you didn't pay your bill on time.