Comments on: Enbridge Gas customer service

By: Luigia

Luigia — Mon, 26 Sep 2011 15:31:10 +0000

I hate Enbridge. For years I have had a furnace protection plan. Since we are getting a new furnace installed I called and asked to have the plan cancelled. I was told that was not possible since I had paid up front and it was a contract. I explained that I still had 8 months remaining. Greg said that he could transfer the remaining amount to a plumbing protection plan. I didn’t need this, but rather than just give up the money, I said fine. I asked if this plan would then be cancelled in May when my contract was up. He said no, it would be one year from today as this was now a new contract. So, I said you are not really transfering, but creating a new contract which I don’t want. I have been an Enbridge customer for 35 years and I hate them more than I hate Cogeco, if that is possible. Customer loyalty means nothing to large corporations.

By: sharon

sharon — Fri, 16 Sep 2011 18:22:27 +0000

I was disconnected for outstanding bill payment. They disconnected my service and required that I pay the full amount all at once. I could not afford the full amount so I had to pay one payment of 300.00 and the next payment of 395.12. I just called and now have to wait until tomorrow to get my gas reconnected.
They also want in addition to what I just paid another 450.00 as a security deposit. What next plus my new monthly payments are in the amount of 120.00 a month. These costs are outrageous. I don’t think they provide any service as we are paying through our noses. Customer Service is rude and I really dislike the service they provide. Nothing but a blood sucking company, especially in these times.

We as paying customes should have more say as to our gas companies and it shouldn’t be so monoploized, which is a bunch of bullshit as far as I am concerned

By: Sharon

Sharon — Fri, 09 Sep 2011 20:57:02 +0000

Enbrige is a money grabbing company. Please avoid disconnections as it is outrageous the additional costs they add to your bill…plus they want it all in one lump sum. Thank god it’s summer and I can take cold showers. Enbridge robs people and we are all stupid enough to stand by and take it. Something has to be done so that they are NOT the only gas company.

By: Laura

Laura — Wed, 18 May 2011 18:10:25 +0000

We moved in to our new house july 16th 2010 got out gas hooked in august because that is how long it took them to do it waited for a bill for 4-6 weeks and still nothing called in gave us a run around and waited and waited and there was still no bill and then 8 months later our bill came and how are we going to pay for this all at once so anyway then we called to make payments of $200.00 till august and then they came and shut it off we called in again they said we didn’t make the $200.00 payments we have the reciept to prove it and we told them that we made this plan and you people are the ones who didn’t send the bills when you are suppous to and why did it take you song to send it and they had no answer for us so now we are going to go without for a while what are people suppous to do

By: Julie

Julie — Tue, 05 Apr 2011 18:21:02 +0000

• From November 2002 – September 15, 2010 – lived in a condominium where main heating system was electric however I had a gas fireplace.

• In August 2010, acknowledged receipt of Enbridge invoice and questioned their invoice so I contacted them which led to identifying a major problem. For 7 and 10 months I was overcharged. I should have been charged residential rate and instead was charged commercial rate. I asked for a complete review of my account from November 2002 to mid-September 2010.

• Once this problem was noticed the customer agent scheduled a visit to confirm the set up and to ascertain that indeed it was a residential set up and not commercial. This was done and changes were brought for the new owner who took possession of the condominium in September 2010 much faster for him than for me.

• I was told by Enbridge that the review of my account would take “a couple of months”. What’s a couple of months 2? 3?, 4? 5?

• It has now been 7 long months and I have received payment only for the period of August 2009-September 2010. The balance remains to be received, for the period covering November 2002-July 2010.

• On November 8, I wrote to the Ombudsman Office of Enbridge seeking their assistance.

“From November 2002 to September 2010, I was billed the commercial rate for a residential condominium for a gaz fireplace which was not my main heating system. This was brought to my attention in August of this year, resulting from a telephone conversation with an agent from Enbridge. Further to my conversation, I requested a full review of my account dated back from Nov. 2002 to date (September 2010) seeking reimbursement for the difference that I had been overcharged during the 8 yrs I resided in my condominium. The mistake of the overcharged fees was impossible for me to have noticed earlier as Enbridge invoices’ release little information if not any pertaining to the rates charge to consumers (i.e. legend of the rates etc Rate 1=residential; Rate 6=commercial etc). I was advised by Enbridge that it would take some 2 months to respond to my request and I have made follow-ups in attempt to get confirmation that my request was being processed. Two months have now passed and to date I still have not heard from Enbridge neither received nothing, not even an apology on their behalf. Since September 2010, I have made the acquisition of a single dwelling house and keep on receiving invoices from Enbridge which I duly pay and therefore have no outstanding balance.

I am only seeking justice in getting my reimbursement for the difference + tax that I was imposed to pay. I am furthermore (because of the wait and the unreasonableness in processing the request) seeking interest.”

• Acknowledge of my email was sent by Katrina Pilon, and dated November 10, 2010 with the following response:

…. I have forwarded your email to our Mass Market Billing department to see if I can get this expedited. This is a big job to work. Not only are the customer charges adjusted but also the gas costs from commercial to residential. I will keep you posted and as soon as it is complete, I will notify you.

• Follow-ups were done by email on February 10th, 2011 and April 4th, 2011 and no miracle. I was advised that my file was transferred to a Mr. Colin Millien who would get things moving.

By: Tracy

Tracy — Sun, 30 Jan 2011 21:05:57 +0000

I just realised that I have not received an Enbridge bill since August 2010! When I signed up for online access to my account it says my last payment was in August and I have no outstanding charges. How can this be??

By: Phil

Phil — Mon, 24 Jan 2011 06:56:40 +0000

Don’t rent or buy from Enbridge. Ask people you know if they are renting and encourage them to stop. Why.. The economics are terrible and you will receive poor customer service.

My water heater started leaking and stopped heating so I called Enbridge they agreed to send someone the next day. Then I did the math and realized that a) Enbridge had hiked my rates, and b) that it was costing me over $4000 over the life of the heater to rent. The heater only costs about $500 to buy from Home Depot. So I called back and asked them to just take the heater our rather than replace it. They refused. To take the heater out I had to have a different appointment that could not occur for 10 days. So I said, OK replace the heater then and then schedule the appointment to take out the new heater. They refused again. Mind you all this took over an hour on the phone to occur.

So, the moral of the story is don’t rent or buy from Enbridge. You’ll get ripped off and you will get poor service. Tell everyone you know. Ask people if they are renting and encourage them to stop. They offer no peace of mind in reality.

By: Jessica

Jessica — Sat, 15 Jan 2011 20:18:42 +0000

My bill this month is almost triple the amount of what it was last month. This month’s bill is based on Enbridge’s estimate reading, which from their website is based on previous gas usage, weather changes, and equipment in the home. Our house is energy efficient, we have energy efficient appliances/furnace and I have not increased usage or changed activities which would warrant a ridonculous increase in my gas bill.

I have requested a detail account of how this estimate is reach and if there would be a way of correcting this issue.

I just don’t get it!

By: WILLIAMS

WILLIAMS — Fri, 31 Dec 2010 17:10:24 +0000

GOVERNMENT SHOULD BRING MORE COMPETITION FOR THE GAS DISTRIBUTION BUSINESE AS THAT THE CUSTOMER HAS A CHOICE….ENBRIDGE’S CUSTOMER SERVICE IS A PIECE OF SH*T…..

By: Rolf A. Piro

Rolf A. Piro — Fri, 17 Dec 2010 17:17:27 +0000

The ongoing and never ending billing problems by ENBRIDGE
Management needs to fix their long overdue internal procedural methods for billing accuracy together with assurances to be given to the public that gas meters are accurate

Countless Enbridge customers had problems with the billing of their gas supply that was often only discovered at seasonal year-end in July when Enbridge makes a “billing adjustment” to the “estimated gas usage”.

A close examination of my situation turned out to be a shocker! According to the Enbridge records I had attained a 515 cu.m saving of gas usage in 2010 vs. the previous year in 2009 and as billings for the new season are always based on the usage of the previous season, I should have received a credit adjustment instead of a huge extra billing. I am a 75 year old senior that aims to manage the money in a prudent way and in doing so I would like to pay my bills, but the bills must be correct which I feel they are not and at this time I am still waiting for an explanation from Enbridge.

My monthly equal billings for the 2009-2010 season if based on Enbridge policy should have been $280.00 and with diminished usage this should have resulted in a small credit at the end of the 2010 season and not $1,422.59, this also reflecting on correct gas meter accuracy. Now this is the unresolved situation at the close of the old year in 2010 and continues at this time in the new season.

With the first month of the new billing season starting July 15, 2010 I was billed for 637 cu.m. of gas usage when the house was never heated in this summer month. This billing was tenfold of gas usage billed when compared to a similar size home that used only 62 cu.m.of gas. How can the gas meter be correct? This to me was a bad start in the new 2011 season and in response to this I contacted the Ombudsman of Enbridge,only being told that I can hire a contractor that can check the accuracy of the gas meter and do so on condition that when the gas meter with its measurements turns out to be faulty that Enbridge will reimburse me for the cost for hiring the contractor. I feel that Enbridge must give all its customers the assurance that gas supply is correctly billed.

I would like to pay the disputed amount of the gas bill and in doing so I have requested Enbridge to provide me – through several urgings with the ombudsman – the reasons as to why my billing has been grossly misstated and my concerns that assurance is given that gas supplied is indeed accurate. Instead of these explanations I have now received a collection letter for the disputed amount.