Enbridge Gas Distribution
reviews and complaints

I would like to file a complaint about enbridge gas for falsely accusing me of tampering with the gas lines and or meter at my home address first thing is I wasn't hone when the gas leaks happened the first time the gas Leak happened I was at the police station dealing with domestic violence when I got home I smelt gas in my home I asked the officer that were dealing with my issue to smell the home he then evacuated my home and contacted toronto fire the second time the leak happened my 2 brithers were home watching my children I would like something done about this issue I am not going to sit here and be falsely accused of something I never done or would do I have children I would never endangere my children in any way at all please I need this to be delt with asap [protected] I will take this to a legal level and get support from the obudmans I am not gonna tolerate being accused of something I never done I have rights here and I would like to file a complaint

On June 1, 2023 I received a notice from Enbridge Gas notifying us of a replacement of natural gas meter that will be performed by Lakeside Gas Services. I made the required appointment one month in advanced and had a scheduled appointment for July 19,23 for 8-12 am. Lakeside notified me by text the day before July 18 to remind me of the scheduled appointments. July 19 at 11:21 am advising me that they will not be out as the have no parts!

How does a request initiated by the company, and a customer who has made all the necessary planning and rearranging their day to make this appointment, cancel last minute? This is unacceptable. Who is compensating me for the inconvenience s caused, the time and work missed?

We had to change the location of our gas meter for digging side entrance. So we booked for enbridge service on 30th March 2023. They said it will be done in 4 to 6 weeks time. We waited 6 weeks, ni communication, then we called customer care atleast 8 times. Whenever we call they say we don’t know the date, we will escalate. By June first week, we got call from enbridge confirming they will be on site on June 16th. Believing their words, we aligned HVAC technician. Before or on June 16th we didn’t get any notification they are not going to show up. When we called customer care, they found out they are waiting for the locates and not going to come. This is so unfair that Enbridge treats their customers like a garbage. We ended up paying to HVAC technician $700 just for cancellation. We are totally frustrated and don’t know to whom we can escalate because there is no proper channel to address issues. Total Monopoly mindset. We should have other competitors replacing enbridge. It’s sad to see such things in a country like Canada. There lot of false promises for immigrants.

I am the CEO of a small manufacturing company in North Bay. We recently contracted out some drilling and blasting on our property for expansion.

With that came locates and rules while working near a gas line. At no time was my contractor anywhere near a gas meter or a gas line. He was maybe 20-30 meters at the closest. I can show monitoring equipment results that showed no more than 17-19 PPV.

Your one Prevention employee by the name of Michael Morin was absolutely professional all the way. He retired at the end of March. He explained what was expected and my contractor could go to him if they had a question. It was a team effort like it should be.

The new Prevention officer is what this complaint is about.

He's name is Rob Blackstock. He did everything he could to stop my contractor from blasting. He had very little contact with my blaster. After April 1, after Mike had retired, the blasting was closer to Birchs road so this Rob fella parked across the street instead of in our yard. Appearing distant from the work involved.

He appeared often with a gas sniffer and walked up and down the street. He had his measuring tape out several times marking the distance from the drilling to the line...which I felt was totally unnecessary and done in a intimidating fashion.

But what really pissed me off was that my locates were filed on Feb 6th so they were to expire on April 6 (good for 60 days). The contractor took the latter part of that week off due to being Easter. Rob sat in his truck all that week. Not sure what he was doing as there was no drilling or blasting going on.

When drilling resumed on April 12, your Prevention employee came to my contractor with a [censored] eating grin on his face only to be so happy to let everyone know that the previous locates had expired. So while he sat in his truck the week before could he have not come to me or the contractor and let us know this instead of gleefully shutting down drilling on April 12th?

Is this the behavior you want from your prevention employees?

I have been overcharged twice, for my billing, and when I have called the customer care people have hung up on me. Why can’t people do their jobs properly, how difficult can it be to take meter readings properly and bill the client. Stop cheating to people Enbridge. I have all the valid proof to support my claim and if this is not resolved at the earliest convenience, I am going to be taking this matter to higher authorities.

I have been submitting my meter readings on time and even after that they just enter the 87 meter cubes over my reading and bill me, how inefficient of you and on top of that your customer service team cannot resolve such an easy issue.

In September of 2022 I had my equal billing turned off. At that time I had over 800.00 of credit. In October of 2022 I was issued 7 bills which then, left me owning 12.59, at that time I was on automatic withdrawal. Enbridge issued me another bill for November, which at the time was not taken. November, December bills were "recalculated" at the beginning of January, and I was issued another bill, this time for over 600.00.

The recalculated bills had been re-adjusted to the new rates, raising my gas bill extraordinarily.

To add to this, Enbridge did not take any of the payments for November or December, so added on to this bill were those amounts owing.

To say I am incredibly disappointed in the Ethics used by Enbridge would be an understatement. If I had another option for Gas in my area I would switch providers. This "billing issues" was a convenient excuse for raising rates on customers and back billing to the new rate.

A service call to a Peterborough address was to occur today (5 Feb, 2023) in the window of 5-9 PM. We made it abundantly clear that the instructions on the work order were to contain the fact that the technician was to call me (property manager) before coming so I could let him into the rental property. Instead, the technician does NOT call me but shows up early in the window of time and leaves a note that 'no one was home'.

This is super frustrating, as we told the agent making the appointment MULTIPLE times that I must be called beforehand. So does the technician not read the work order? How can this be missed? This is aggravated by the fact that it was -29c yesterday and it took 90 minutes to get through to make the appointment! And now I wasted another hour today going to the property only to find a note that he had already been there.

PLEASE guys, can we get it together on this simple stuff?

I am touching 80 years old, live by myself and on a fixed budget. These idiots at Enbridge and complimented by out trusty government officials have allowed the home heating and gas bills to absolutely sky rocket. I just got off the phone from a representative from Enbridge and he states that our gas bills have gone up over 50 percent in the past year. Does anyone care about seniors or families that are living on the edge financial wise. Does Doug Ford know what is happening here in Ontario when it comes to people trying to survive. Mr. Ford not everybody makes the money you make with all your perks, there are people who are living right on the edge and since Enbridge must get clearance from the government before it increases its rates, Mr. Ford you are a big part of the problem. How the hell can anybody live in Ontario when the government just lets utilities charge whatever they want. When I see you out parading in public Mr. Ford I can tell that you have not missed many meals from the size of your waste line. Do you have a gas stove? You must go in the next election!

The last bill I received from Enbridge was September 6, 2022 which was estimated for the month of July 2022. I have reached out to them on numerous occasions ask for my bill. The response I continually get is "did I have my gas meter replaced" my answer was yes in August. Well we are now into January 2023 and as of yet I still haven't received a bill.

I sign into my account and it says Your account is up to date and no payment is required at this time. Shows Bill date as September 8, 2022 for period August 6, 2022 - September 6, 2022. Payment due by September 28, 2022. I have made payments, as I don't want some huge bill when you finally catch up. I also don't want to pay rates as of January for last year.

I also want to know how much gas has been used in comparison to last years dates.
Every time I have reached out I get we will get your bill out to you as soon as possible, and yet still no bills.
I have little faith in a company that cannot get their billing out on time, if I was to take that long to pay Enbridge they would have my gas cut off.

Darleen Mitchell
[protected]@rogers.com

I have not received a bill form Enbridge since September 2022. Each time I contact the customer service department I am told they are having issues with the billing system. Forgive me if I am wrong, but, if your IT team is unable to fix a simple billing issue for over 4 months now, you need to invest in a new team. Moreover, nothing was sent out to the customers outlining this. No email, no notification via the media, a phone call, nothing! Not only is this ridiculous, it is unprofessional, unacceptable and outright against the law. You are to notify the customers if there is an issue and provide updates. Each manager tells me something totally different and one even tried to give me a $50.00 credit towards my bill. I do not want a credit; I require my bill. Last week I relayed the meter reading and was told the issue was fixed and I would receive a bill mid week. It is a week after and no bill. I require an answer, in addition I am posting this to social media and alerting the media.

Over the years 2020, 21, and 22 Enbridge GasInc. has billed many Ontario customers based on "guesstimated" amounts of gas used.

Enbridge under reported customers' gas usage as extremely low, later on (when prices were higher) customers were sent "catch-up" bills in huge lump sums, but at rates far higher, than those legally in effect when the gas was actually used/delivered... even 2 or 3 times higher.

Fraud or profitable business model?.

Complain to the Ontario Energy Board:

[protected] (toll-free within Ontario)

[protected] (within Greater Toronto Area or from outside Ontario)

Absolutely awful customer service! If they make a mistake don’t expect a quick fix or any fix at all.
We opened our account on June 30th, 2022. I said I did NOT want the EPP/authorized payments. I called several times asking for a bill and still did not have one at the end of October. Finally, I received multiple bills but the total owing amount was different each time. As it turns out they had been charging me an EPP rate rather than usage. This was their mistake so I asked to just pay for usage. They said no problem and gave me the due date. Two days later they took nearly $400 out of my account without my permission. I called to inquire what was happening and was told the request to have the money put back into my account had already been made. I asked why this wasn’t communicated to me and they had no answer. They said the money would be in my account by Monday morning. It was not, so I called again and was told there was no record of this request being made. I had to have it escalated to a supervisor, who scheduled a callback but never called. Eventually when I heard back they still had no solution. Finally, in the end, they said the refund into my account was not an option (shows the first person I spoke to flat out lied), and offered an e-transfer. This was left in a voicemail. I called right back to say that was fine. No one has called me back, no transfer. I called to schedule another callback, and was told I would receive one the same day. I have not. It is unacceptable to take money out of an account, especially in these times. Very unhappy and if you can avoid the company somehow, definitely do so!

TL:DR - Enbridge has awful customer service. They withdrew money without permission, lie and do not follow up.

my meter hasn't been read for the last 3 years so l am doing it, on sept 9 I sent in a meter read and somehow it was recorded wrong so now my account has been lock, I haven't had a bill for the last 2 1/2 months now. I phone in about this and was told the first time it would be fix in a few weeks and to continue send in the meter reads so I did this. Another month now no bill phone again and the same story but this time I was told to not send in any more meter reads and go to the bank and send in a guess payment to my locked account so I did so . phoned again talked with someone else to find out if they received the money and not yet. this agent told me to continue to send in meter reads anyway also I was told my account has not yet been looked at , and it could take months to fix a simple mistake so now on oct 19 2022 they resent the problem to what they call the back room to fix my account. I did ask to talk with a higher up management but the agent refused. there is a meter read man in our neighborhood I talked to him and he say he dont feel like reading my meter that's why he hasn't read it for years.

Before these enbridge gas idiots took over union gas my natural gas payments was reasonable but not any more due to canadian and american corporate greed. My gas payment have went from $90.00 per month to $151.00 per month for un just cause putting the blame on the russian [censored]. As a veteran we have no more leadership in canada or the united states any more to help the older folks like us any more justen trudeau and joe bidin are complete [censored]s that should not be running a [censored] house let alone a country and enbridge gas company can kiss my [censored] your a bounch of door nobs.

My current bill, dated September 16, 2022, contains an error; in the meter reading box, the "Actual" is 28967, and the "Previous" is 28957. I think the "Previous" is an error; it should be the same as the "Actual". During the hottest part of the summer, the furnace did not come on, and we did not use 10 cubic metres of gas. There is no pilot light, and there are no other appliances running on gas. The reading currently is 28969, which makes sense since the furnace has been operating over the last week or so.

As of August, our home gas bill doubled. We were informed by form letter that it was exceptionally cold last winter and that gas prices had gone up.

We are frugal and are seniors on a limited income. While we expected the bill to increase, we did not expect it to double. Checking with other gas customers in the area, I found that no one's bills doubled or increased to any great degree. One noted their bill actually decreased.

I spoke with a customer service representative who was pleasant enough until I challenged him. His attitude became very condescending after that. I asked if our meter could be inspected and was curtly told there was nothing wrong with the meter. I thanked him and hung up.

Enbridge wanted to change out the meter, stating that they need to be changed every so often. Made arrangements to have the meter changed out on a day that I was off, and made sure to not make any plans to ensure I was around in 'their 4-hour window' (Usually when I want something from someone, I try to accommodate their schedule and minimize the impact to their life and schedule - but not Enbridge). They guy eventually shows, is there for 10 minutes and then says he has got called out for another call and he would be back later. Wait around all day, never shows back up.

About a week later, come home from work tired and dirty from a long hot day of work, looking forward to a shower before going out to dinner with some friends, but find a note on the door saying they changed out the meter and the gas has been left off and to call to have someone come to turn it back on. Well, guess what... Another 4-hour window! Guess who didn't show up in that 4-hour window? More time wasted and still no gas for hot water. Another call at 10:00 pm and now wanting to go to bed. They tell me someone will be out in an hour, fell asleep with my head about 2 feet from my front door, tell me in the morning when I call now for a 3rd time that someone showed and no one answered the door... I call BS, my dog would have gone ballistic with a late night knock at the door, not to mention me falling asleep on the couch that is right beside the door. Guess what I got... Another 4-hour window! Or the alternative that I was offered by the [censored] on the phone was "if you don't want us to come, we don't have too! It's up to you!". Great customer service Enbridge! Well done!

Let not forget, it was you that wanted the meter changed! I had no issue with it... And I had hot water!

My advice - Ignore their requests for meter changes... It is only for their benefit, and they will waste so much of your time if you are not home when they come. Once you give them permission, it doesn't mean that it is going to happen that day!

If someone actually shows up when they say they will this time, I will have been 36 hours without gas service (I guess luckily it isn't winter). But based on past performance I am not holding my breath that they will show for the 3rd book appointment when they have not for the first 2.

Today I received a bill of $728.99. I don't have any late payments and my account is up to date. I assumed it was an error and called to have it fixed. But to my surprise and utter disgust, the bill was apparently accurate according to the Enbridge representative. She explained to me that they were GUESSING how much my bill should be because of staff shortages. So from October 2021 until August 2022 they GUESSED what I should pay! How absurd! They also gave me the option to read my own meter. (I already have a full time job and don't want someone else's) I am absolutely disgusted with their service! Someone needs to fix this!

Hello

my name is Haoran LI, email is [protected]@gmail.com. phone is [protected], you may wish to write me an email for this complaint.

My account with Enbridge Gas is #[protected], service address is 58 Clifford Cres, Tottenham, L0G1W0. i have received a few large billing statements from Enbridge Gas. the above service address is no longer valid, the property was sold on Feb 28, 2022. however, the Enbridge Gas still uses the above service address

I owed Enercare home service $496.00 (Water heater rental payments because of their system error, they agreed to give me a thee month credit, all remaining balance were already paid to Enercare home service). The Enbridge Gas billing statement on page 2 showing i still owe $ 228.91 ( Enbridge gas) from March 12 - April 10 and April 11 to April 27, 2022 in the above service address, 58 Clifford Cres, Tottenham, ON L0G1W0.

I already paid $266.73 to Enbridge Gas in the month of Apirl, however, each time, whenever i have a billing statement form Enbridge gas, i always have a large amount of billing, over $546. Enbridge gas billing statements shows i still owe Enercare home service $338.05, which is currently under investigation by Enercare home service,

I just want Enbridge Gas to make a through investigation on how much i have owed Enbridge gas. The service address is no longer used, 58 Clifford Crers, Tottenham, ON L0G1W0, why Enbridge gas still use that service address and send me a large amount of billing statement? i did not own any money in the above service address, the property was sold on Feb. 28, 2022. However, the Enbridge gas still uses that address for my current billing statement.

Enbridge gas received my payment of $266.73 on April 19, there is another charge between March 12 to April 10 and between April 11 to April 27, the total is $202.58. The service address is 58 Clifford Cres, Tottenham, ON L0G1W0, we no longer live there, the property was sold on Feb 28, 2022. why do i still have those large charges? Enbridge Gas again put $338.05 on my billing statement, which comes from Enercare home service, i would not able to pay this amount, this charge does not exist , please investigate this matter and give md a fair response

In summary,

Enbridge Gas issued a large billing statement, i would not be able to pay anything until a complete investigation has been done to satisfy me

Why Enbridge Gas use 58 Clifford Cres , Tottenham , ON L0G1W0 to bill me?

i received this large billing statement on May 9 by email. What is current service address Enbridge Gas is using? please let me know, the most current address from Enbridge Gas is 58 Clifford Cres, Tottenham, ON L0G1W0. please explain...

The Total amount is $566. however, i am not going to pay anything, until i have a response from your complete investigation in this matter

Thanks

Haoran LI