ComplaintsforEnbridge Inc.

Pipe Line Companies

HeadquartersMulti Location Business

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Customer Complaint:

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Initial Complaint
13/08/2024
Complaint Type:
Customer Service Issues
Status:
Unanswered
The business failed to respond to the dispute.
I partially lease my property to tenants so I requested Enbridge Gas to provide a final bill ending on 30 June ********************************************************** However, my tenants decided to move out on 8 July 2024. Once again, I contacted Enbridge Gas and provided an actual meter reading taken on 8 July 2024. Since then, Enbridge Gas refuses to provide bills with actual meter readings but inflated estimated readings based on usage in the area. I dislike and refuse to pay for gas that I have not used. I contacted Enbridge Gas multiple times to provide these meter readings but I am not being provided bills either by mail or email. Today, I received a "Gas Collections Notice" which is ridiculous for natural gas that I have not used. Why cannot Enbridge Gas employ competent staff who can issue bills for actual gas meter readings? I telephoned Enbridge Gas over one week ago and was informed that this would be resolved but rather it has been escalated unnecessarily. Can you please address the bills so that I have accurate bills based on actual natural gas usage? Also, my gas usage is so minimal at my property because the only appliance using natural gas is the tankless hot water unit.
Customer response
16/08/2024
I selected "Other" and specified that the bills for Enbridge Gas need to be amended according to actual readings and not estimated readings.
Customer response
19/08/2024
I selected "Other" and specified that the bills for Enbridge Gas need to be amended according to actual readings and not estimated readings.
Initial Complaint
07/06/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
I closed my account with ********************** dgas last May 2023 and I received an email stating that the account is already closed and they will not charge me anymore after that date. After a year I received a bill from the mail for $511.31. I closed that already and no one using gas in my household.
Initial Complaint
20/03/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
The billing is very innaccurrate, and when you call the mainline, they are very unhelpful, leaving you feeling stranded and exposed to negative effects of a bill that you don't agree with
Initial Complaint
28/02/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
Impossible to get in touch with them by phone, chat or email. My equal billing amounts way too high and I want to get it reduced
Customer response
28/02/2024
You are correct. when I can reach someone at Enbridge who has the authority to investigate and respond to my issue. Even if they decline the request - at least they will have discussed it and explained why .
Customer response
10/04/2024
Not sure why this complaint ended up in ******* and BC!! Maybe because that's where Enbridge is based??? I'm in *******! Just to let you know, I have heard absolutely nothing from Enbridge despite several attempts to find a working phone number that humans answer - and several social media postings and enquiries. They are worse than Bell Canada!!
Initial Complaint
31/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We moved into our house in 2021 and set up our Enbridge account. We never had any issues, never received a notification of missed payment.2 years later (Oct 2023) received an email stating we owed over $2,000.00. Never received a call, never received any notification that a monthly bill was passed due. 2 years with absolutely no contact from Enbridge regarding our account. As we had our account set up in 2021 we expected no issues. Gas never got shut off. No letter to advise of a missed payment. I contacted customer care and spoke with preet. She referred me to supervisor named *****. She stated that Enbridge had set up the wrong meter which caused a 2 year delay in billing. She said she was going to escalate the issue but that was 3 months ago. We refuse to pay a bill that should have been coming out of our account monthly as we requested 2 years ago. Contacted the ombudsman who stated they would only take $300 off our bill. This is unfair as it is enbridges responsibility to ensure proper equipment is installed. This is not a customer obligation. Had we received adequate notice of such issues, we would have happily complied. We were not notified for 2 years! It also took several months to get a reply from Enbridge.
Business response
31/01/2024
We are working with the customer to resolve the issue.
Customer response
31/01/2024

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.

Sincerely,

***************************
Initial Complaint
24/01/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
I was sent a bill for address **************************************************** and I am not the owner of that address. I have not moved into that address at any time. The owner of that address is *************** and they are located at **************************************************************************. I tried to call Enbridge customer service to let them know and they kept hanging up the phone on me. Enbridge customer service is terrible. I am requesting that all bills to the above address ********************** be issued to the current owners *************** as again I am not the owner of that address.
Initial Complaint
08/11/2023
Complaint Type:
Customer Service Issues
Status:
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.
Ref Case : ********** Hi,I had tried to contact Enbridge for a follow up regarding above mentioned case no. There is no communication or support and it seems the company is not taking any responsibilities and trying to brush off the matter.Around August 18th evening around **** PM left a notice on the front door our gas is shutoff.As soon as we saw that notice later when I was back from work, we called Enbridge customer care to understand the reason. As far as we knew there were no overdue account, as we had pre-authorize payment from our Checking Account. After talking with Enbridge customer service, they informed that this was an empty property and our account was deactivated and someone else opened the account on this property under different name. This was not communicated to us to verify about any deactivation or property being empty in any form.In short it looks to me that Enbridge had a major Data breached which resulted in system hacking and the customers were not informed. Customers like me had our banking and personal information which would have leaked and Company never bothered to communicate.When I raised this question your customer service assured that there will be internal investigation done and someone will follow up with the findings.Now last week I received a bill of $2540 in the regular email which we use to receive before. Today had a follow up call for action items promised by Enbridge and action item was just the bill adjustment as part of the follow up no internal investigation. I was Expecting a thorough investigation with internal RCA how was customers gas disconnected without any outstanding or overdue bill. Why was the account changed to someone else's name without any verification there are lots need to be answered ?When asked about email contact your customer care representative says we don't have any email and I was surprised that Publicly traded company line Enbridge does not have email for customer relations issue.I am disappointed with this solution and the billed which is not even our fault and there is no apologies regarding the gas getting disconnected on Friday and never got back till ***** PM which resulted in ordering food for my house guest party that evening from outside and embarrassment.
Customer response
08/11/2023
Now Enbridge is sending new bill saying different amount than the original from the internal ticket raised. I think company like Enbridge which is publicly traded comes under regulated business compliance. They should have internal audit as well as RCA done and now it is the question how many customers are being billed incorrect ? Is the billing done so far was correct ?
Business response
20/11/2023
We are working with the customer to resolve the issue
Customer response
22/11/2023

Complaint: 20842042

I am rejecting this response because: there is nothing changed instead of accepting they are encouraging the customer to go for formalized complaint in ******* ************* Looks like this is normal issue to them disconnecting customer's gas connection even though it is no fault from customer and not even following their own standard operating procedure for disconnection.

Sincerely,

*******************
Business response
24/11/2023
We are working with the ******* ************ and the customer to discuss the issue.
Initial Complaint
07/11/2023
Complaint Type:
Billing Issues
Status:
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.
Back in I believe March of this year I received a gas bill with consumption fees of over $350 which I KNEW was to be absolutely more than myself and 2 kids would ever use. I took the time to look into the information and compare it to the meter outside of my residence. What I found was shocking. The meter number, serial number and consumption reading were not mine! I was being billed for a completely different meter, my direct neighbours meter number etc in fact. I obviously had no idea that this could even be possible so unknowns to me I had been billed incorrectly for a year and a half.( move in date of November 2021) I made MULTIPLE phone calls immediately to Enbridge Gas with hours of exhausting communication back and forth to rectify the situation as quickly as possible. I was instructed by one of the multitude of Enbridge employees to hold bill payments until the issue was resolved. Enbridge Gas took MONTHS before sending out a meter officer to verify the information given by myself and the gentleman did exactly that. (I asked permission to record the conversation for my records) He obviously agreed that the information provided was in fact proven to be truthful. From there I was in contact with the *************** as after over 6 months the billing department as well as Enbridge had yet to resolve the problem. I also contacted the BBB hoping to speed up the process and from there received response from The *************** stating that correction of the meter information and billing was to be adjusted.
Customer response
07/11/2023
Ombudsman , has COMPLETELY CONTRADICTED their statement that the usage was being billed correctly yet ADMITS I was billed for the INCORRECT consumption/ meter!!! (This is also only a number given to me with NO PROOF as promised for EVERY month/ bill and usage for MY meter) The bill I received also BLATANTLY LIES by stating the meter was REPLACED, I have 2 separate meters on my bill yet photo of meter also shows (taken March 15th, the correct meter does not match the actual consumption that I was asked to provideThe number for consumption used when finally billing t me for MY correct METER is way off which obviously when I went online and imputed the ACTUAL consumption reading online it made my bill soar as it showed I used MUCH MUCH more gas than actual. I need to understand HOW it is in 1 email the *************** can say no, u were billed correctly and 1 sentence later ADMIT I was billed incorrectly WITH an incorrect meter????? MAKE IT MAKE SENSE!!! AND LIE ABOUT THE METER BEING REPLACED??!!!!! ALONG WITH ONLY GOING BACK 1 year vs 2+ yearsI WANT THE METER THAT WAS NOT MINE THAT I WAS BEING CHARGED ILLEGALLY FOR TAKEN OFF OF MY BILL AND ALL LATE CHARGES.
Customer response
07/11/2023

Ombudsman , has COMPLETELY CONTRADICTED their statement that the usage was being billed correctly yet ADMITS I was billed for the INCORRECT consumption/ meter!!! (This is also only a number given to me with NO PROOF as promised for EVERY month/ bill and usage for MY meter) The bill I received also BLATANTLY LIES by stating the meter was REPLACED, I have 2 separate meters on my bill yet photo of meter also shows (taken March 15th, the correct meter does not match the actual consumption that I was asked to provideThe number for consumption used when finally billing t me for MY correct METER is way off which obviously when I went online and imputed the ACTUAL consumption reading online it made my bill soar as it showed I used MUCH MUCH more gas than actual. I need to understand HOW it is in 1 email the *************** can say no, u were billed correctly and 1 sentence later ADMIT I was billed incorrectly WITH an incorrect meter????? MAKE IT MAKE SENSE!!! AND LIE ABOUT THE METER BEING REPLACED??!!!!! ALONG WITH ONLY GOING BACK 1 year vs 2+ yearsI WANT THE METER THAT WAS NOT MINE THAT I WAS BEING CHARGED ILLEGALLY FOR TAKEN OFF OF MY BILL AND ALL LATE CHARGES.
Business response
09/11/2023
We are working with the customer to resolve the issue
Initial Complaint
01/11/2023
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
Sept 12, 2023-Enbridge technician came to do restoration work on the gas meter encasement.He just taped the holes that allowed rodents to enter and furthermore, in entering the yard forced the gate open in the opposite direction which now does not allow the gate to be opened as it should and only provides a 45 degree opening in the new/opposite direction. This does not allow me to move some ************** my back and front yards, especially my recycle bin.Sept 13-Registered a complaint. Was told my concern would be given priority status and that the situation would be resolved within 10 business days.Oct 2, Oct 23-Made follow up calls. Was told my case was referred to the ***************** which could only be reached internally via e-mail.Oct 26-Left a message with the ****************** whose message indicated it may be a ***** day wait to hear back due to backlog.
Initial Complaint
31/10/2023
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
Dear BBB,I am writing to formally file a complaint against Enbridge Gas regarding an issue with my gas account. The situation has caused me significant frustration and financial burden, and I believe it is necessary to bring this matter to your attention for resolution.Account Details:Tenant Name: Raj --------Account Closure Date: June 19, 2023 Property Address: ***************** Meter Reading on June 20, 2023: **** Account Transfer to Landlord: account # ************** 1, from June 19, 2023 to June 26. 2023. Chronology of Events:Account Closure and Transfer:On June 19, 2023, my tenant, ***, closed his gas account, which was automatically transferred to me, the landlord.On June 23, 2023, I called Enbridge Gas to close the gas account from June 26, as nobody occupied the house, and the water heater was turned off when *** moved out of the property on June 20.Billing Discrepancy - July/August Bill:I received a gas bill for the period June 19 to June 26, 2023, which indicated an estimated reading of 7220.I contacted Enbridge Gas to report my concern about the reading, as the estimated reading was incorrect.The actual gas meter reading on June 20 was ****, meaning that **** is the actual gas consumption of my tenant under his account period, before June 20.Billing Discrepancy - September Bill:On the bill dated September 13, 2023, the actual reading was reported as **** for June 19 to June 26. The amount is $72.75.I contacted Enbridge Gas again to complain about this reading, stating that it had already reached **** on June 20.An Enbridge Gas representative informed me that they would adjust the bill to the acutal reading of ****, and then I should pay for the gas consumption based on the reading of ****.Unfair Billing Practice:During this conversation, the representative warned me that I would be charged more than the reading of ****.I explained that it is unfair to force me to pay for the gas consumption of the previous account holder.I asserted that Enbridge Gas should collect payment for the gas consumption up to the reading of **** from the previous account holder because on June 20, the reading was indeed ****, and there was no gas consumption on the property from June 20 to Sept 21. The current account *******************, set up his gas account on September 22.I believe that Enbridge Gas's billing practices in this situation are inequitable and place an undue financial burden on me as the landlord. It is unreasonable to expect me to cover the gas consumption of the previous account holder when the meter reading clearly shows that this gas usage occurred during their tenancy.I kindly request that the Better Business Bureau intervenes in this matter to ensure that Enbridge Gas addresses this issue appropriately, amends the billing discrepancies, and ensures that I am not unfairly charged for gas consumption that was not under my control during the specified period.I appreciate your prompt attention to this matter, and I look forward to a resolution that is fair and just.By the way, the actual reading of Oct 27, 2023 is ****. photo is attached.Sincerely,

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