FortisBC Energy
reviews and complaints

This is ridiculous! FortisBC is charging for both delivery and storage, but it's just natural gas! There's no need for storage, it's all transported through pipes. It's clear that they haven't put much thought into this. The gas itself may be cheap, but they pile on so many other charges. I wouldn't be surprised if they started charging for the meter reader's lunch too!

Their system for estimating bills needs a serious update. Usually, they come by to read our meter every month. Our last bill was around $55, which seemed reasonable. However, this month, they couldn't reach our meter because of the bad weather (which is understandable), so they made an estimate instead. Shockingly, they billed us a whopping $642.67 based on their estimate. Can you believe it?

Luckily, I decided to take matters into my own hands and read the meter myself. Lo and behold, I discovered that they had overestimated my gas usage by a mind-boggling 842%! Can you imagine? It's absolutely ridiculous.

Now, here's the frustrating part. Despite my efforts to rectify this outrageous bill, their customer service department is closed. Can you believe the timing? It's like they knew I would have an issue and conveniently closed up shop. Talk about bad luck.

To make matters worse, I had set up automatic billing with them. Boy, do I regret that decision now. I mean, who would have thought they would make such a massive mistake in their estimation? It's beyond comprehension.

In conclusion, FortisBC Energy Inc. seriously needs to revamp their billing system. This whole experience has been a headache, and I hope they can resolve it soon. I just want a fair and accurate bill, is that too much to ask?

I got a message from my landlord sayin' that FORTIS BC reached out to her 'bout an unpaid gas bill from January to June 2022. Fortis had been givin' gas to the rental place without an active account, and they told the landlord that we gotta make an account or else they gonna turn off the gas. I called FORTIS BC on June 13th, 2022, and made an account that started from January 'cause that's when we moved in. Not long after that, we got a bill for $3,827 based on the meter readings from when we moved in. We never heard anythin' from FORTIS durin' our time in the place 'bout disconnection or the need for an account. After talkin' to FORTIS a few times, they keep sayin' they can't give us any break on the balance 'cause we used the services. We never got any notice 'bout billin' or the threat of disconnection 'til we made an account. I know FORTIS gonna work with me to make a payment plan to pay off the balance, but I think they should adjust the bill 'cause they didn't communicate with us.

FortisBC has a heat pump system in our building, Soverign, in ***. This system makes a really loud noise that has been causing a lot of trouble and health issues for the residents. We've been complaining about this problem for 2 years now, but it seems like the system is still malfunctioning. Not only does it make a constant humming noise, but it has also doubled our geothermal expenses during 2022. We have evidence that noise engineers have verified the issue, but the FortisBC team doesn't seem interested in providing a permanent solution. We've been patient and cooperative, but nothing has been done so far. In order to resolve this problem peacefully without making it a big public relations issue for FortisBC, we're reaching out to you guys for help. This has been going on for 2 years now, and the level of carelessness and unprofessionalism from the FortisBC team is really shocking. We urge you to follow up on this issue and help us fix the problem. Thank you.

Hi. This is *** from ***. We asked late on August for a gas meter to be installed on the commercial unit on ***, . Your technician told us couple of weeks where needed. Two weeks after they told us the gas meter installation switched on November 28th. Again nothing happened. When I asked again during our busiest season on December 22 the answer was "sometimes in 2023". Then on January 24 the engineer came again to inspect the place and take some measurement, and still nothing happened. Since then, every week I'm keeping asking and the answer is always ''we are working on it" without give me a timeline. At this point I'm wondering if there is someone can give me an update since I paid for *** unit that is gas fired and I'm paying for gas pipe that are already installed, but without gas I can't use any of it. In the meantime already about 25000$ have been spend in equipment without been used. This of course is affecting our product because without using the makeup air unit we have too much humidity on our ***, affecting the shelf life of our products. Since I'm not sure what else can I do I really need and hope you can give me an answer. Thanks

On Friday, March 10th, 2023, I got a call from FortisBC. They told me that someone needs to pay the bill at ***. I was surprised to hear that there is an outstanding bill of around $4500 from January until now. They said if no one takes responsibility for this bill, they will cut off the gas. I asked them why this is the first time I'm hearing about it. They told me there was no account set up for this property. FortisBC hasn't contacted me or the tenant about this issue for 2 years. They neglected to send a notice or try to contact me earlier. Why am I getting a huge bill 2 years later? The tenants have been using the gas, and FortisBC didn't shut it off or give any notice. After 2 years and more, the tenants are not taking responsibility for this overdue bill. They claim that the homeowner is responsible for it. FortisBC messed up in this situation and now they're making us responsible for their mistake. They haven't taken any responsibility for their wrongdoing and negligence. Instead, they're putting their mistakes on us as consumers after 2 years and more. We really need help with this dispute. We've contacted Fortis several times, but there's been no resolution. We think it's only fair that *** works with us in a fair manner so we don't get stuck with their mistake and this huge outstanding bill. Moving forward, we'll make sure our tenants know to register their names and get an account with *** starting from April 2023. Please help us resolve this matter with FortisBC. It has been really stressful for us, and it wasn't even our fault. We truly appreciate any help with this situation.

I contacted Fortis BC through their online chat on November 29, 2022 to close my accounts for units 101 and 103 *** on November 30, 2022, as I was moving out. The agent checked my accounts and mentioned that I had recently paid $500 and had a security deposit of around $547. They informed me that the remaining balance on my bills was about $500 and that the deposit would cover it (with a positive balance left). They suggested returning the recent payment I made. The agent assured me that the deposit would be enough to cover the outstanding amount for both accounts, leaving around $47 that they couldn't send back to me. I agreed and asked the agent to return the $500 payment and apply the deposit to the outstanding amount on the accounts. The agent confirmed that my accounts would be clear going forward. On January 5, I received a notice from Fortis stating that I had outstanding invoices of $463.70 and $504.58 as Final Notices, demanding payment. Since I was told by the Fortis agent that my accounts were closed and clear, I contacted *** to inquire. After an internal investigation, they confirmed that the agent didn't inform me about a "Final Bill" that I would receive after closing the accounts. When I spoke to a Fortis manager, they insisted on demanding payment for the "Final Bill" and had sent it to their collections department, despite their agent not disclosing this information and assuring me that I was clear. I don't think it's fair for Fortis to demand payment for accounts that I was told were closed and clear. I request the cancellation of the "Final Bill" for both accounts accordingly.

Our residential block was informed the week before that there was going to be a power outage on Tuesday, November 15th, so all residents prepared for it. I run a business from home that requires zoom meetings. I rescheduled all my meetings for Wednesday, November 26th. Then on Monday, November 13th, we received a last-minute notice that the outage will now take place on Wednesday. Huge hassle, but at least we were informed. So Tuesday comes along and they cut our block's power. People come out of their houses complaining that the power isn't supposed to be cut. The supervisor says, "Yeah, we're doing both days." I said, "You didn't tell us that." So I'm in a big meeting and lose them from the power outage, costing me close to $1000 in revenue. Then the next day, being today, we now know the power is being cut again with a time stipulation of 9 am power off and 1 pm power on. It's now 1:30 pm and we still don't have power. I call to inquire, they take down info, then hang up on me. The supervisor comes to my door saying he doesn't care about our complaint and that he will get the power on soon. Still nothing. My biggest issue is that we don't get a choice where we get hydro, it's a monopolized system. We are forced to listen and take whatever instruction without any responsibility or care by this company. Seems like a dictatorship. The supervisor, Dave M I believe is his name, didn't have a care in the world that we would put in a complaint against him. He laughed. So that shows me the lack of accountability to the enslaved customer and accountability of their actions or complaints being taken seriously. I don't understand why we have a monopoly on electricity, this makes for zero competition and zero accountability. They really don't care about complaints, what are we going to do? Cut off our hydro and remove our account from them? We can't, then we don't have hydro.

I keep getting the Letters from Fortis. *** telling my my gas usage is 127 more than Similar Homes Nearby. It bothered me. I called to see what this claim was based on. The lovely lady who answered my call had do information. Who are they comparing me to...I checked most of my neighbours in the strata have similar bills some more (one quite low). $50 compared to $70. I checked with a couple of furnace people. They could not guarantee any significant difference in the cost of gas. Perhaps there is an issue with their measurement of usage. A couple of years ago I put in additional insulation in the attic. I

July 24 I made a bill payment of $2800 to Fortis BC by mistake. I called them before they had received the payment and they said it would take 8 to10 weeks to get a refund. They suggested getting my bank to recall the payment as this would be resolved faster this way. Bank requested recall of payment but we’re told there was no credit, this request may have been received before Fortis received the transfer of funds. Called my bank and requested they try to recall the payment again as the first request apparently went through before they received the transfer. *** has sent Fortis BC two requests to recall the payment and Fortis has ignored there requests. It has been over 3 months waiting on a refund. They should not be allowed to hold my money and should have returned it months ago. My account is always up to date, with no balance owing. This is was a mistake on my part but should have been promptly corrected.

I can not get an actual yearly equal payment plan with Fortis BC which makes budgeting and keeping track of my bills very difficult. They say that an EPP is where you pay 1/12 of the yearly bill each month but with Fortis they review the amount the monthly charges and the monthly installments billed and change your bill every 3 months. This is not an EPP but rather is an every three month plan. I called today and spoke to the Rep who tried to help me and then to the supervisor who did lower my bill but did confirm in 3 months I will have to call back if my bill is lowered and then again in another 3 months if it is higher. I have lived at the same home for *** years and can not understand why Fortis can't come up with an EPP that stays the same for an entire 12 months. If my payment was 56 and now they want it to be 70 doesn't it make sense that the monthly amount would be say 60 or 65.00 every month instead of going up and down.

The latest bill I received from FortisBC was to close my gas service at an address I just moved from. To my surprise the bill was for a horrendous $353.16. When I questioned them on the amount, I was told it was because (unknown to me) that they hadn't actually read my gas meter in 6 months because they claimed they "didn't have access to the meter". Note: the meter was on the other side of a plastic lattice that was fastened to a pole with obviously easy removable carabiner clips to keep out stray animals from wandering in the back yard. FortisBC meter reader could have easily accessed. We even pointed that out to the meter reader a year ago when we saw him come by, back when we first installed the lattice, and he said it was not a problem to access. Regardless, even if for some reason they could not access, it's negligent of the company to not at least inform us, rather than waiting 6 months to surprise us with this huge bill.

Received a letter from Fortis BC stating that the gas meter at our rental property has been active, but there is no account associated with the property. We have been living here for 1 year and this was the first time we have received a letter. Now we have a gigantic gas bill dating back to January . Why were we not notified when they didn’t receive the first payment? Why was our gas not shut off? Why did it take them 1 year to finally let us know that we have been using gas this whole time unknowingly? They said we can go on a payment plan, but all of this could have been avoided if we were notified promptly. I understand that we’ve been using gas that we have not paid for but it just doesn’t seem right or fair to *** When I spoke with a Fortis BC representative they said that they didn’t know who owned the place therefore were unable to contact anyone to notify them of the overdue bills…well then they should have just shut off the gas and someone would have found out.

Fortis BC is unjustly and unnecessarily imposing late charges on my account, *** and unwanted monthly phone calls on the for mentioned. I have entered into a mutual agreement with Fortis to be put in a equal monthly payment plan to run from Jan to Dec. In January they inform me of the equal payment amount and the date on which to pay. Starting immediately the bill exceeding the amount and starts being overdue and continues to rise. Starting in May they start tacking on late fee's. How can I be late if I make a payment set out by them for the amount on the date they have specified? Then starting in August the harassing phone calls start telling me of my overdue account! On every bill they even tell you how much gas you have purchased to date which for the most part aligns with my monthly payments set out as we get to the end of the cycle. For example my gas consumption to date for this year from Jan to Oct is $755. My payment amount was set at $75 at the beginning of the year (X10 months= $750) Instead I have an invoice that says my October bill is $284. *** This happens annually and I am sick of it!

I recently purchased a modular home. Upon purchase I was notified that the oven and furnace would be natural gas and the electrical for the house would be a 50 amp service. I called fortis bc mid September and had a project opened and was asked if there were any septic fields or buried electric lines around etc. The agent I spoke with came to see that no planner would be needed and had a crew scheduled in for nov 2 - 6th. I was also advised that I would receive some sort of notification the day/week before to ensure the area the meter hookup would be was clears. This was great news as we would have a furnace just before snow. Nov 5th I recieved a call from A sub contractor of fortis as they were at my location to install the line. No notification no worries as I had the area cleared long prior, the subcontractor then called back noting that there was a septic field in the area and they would not be able to dig under contract and would need to have a Fortis BC planner come to the site and route a new line. They were very proffesional in advising fortis to have an escalation of the situation due to temperatures being lower then usual for the season, the electrical heaters we have in lieu of a proper furnace is a series of plug in wall heaters that continue to blow breakers. Unfortunately the day after the install was supposed to have happened well I was away at work for the day temperatures came so low that I arrived to my home sitting at a 0 degree temperature. This incident cost me my entire aqaurium of fish and I began to have ice throughout the dishwasher etc. I was advised nov 5 th by a Fortis BC agent that they would have a Fortis BC planner contact me within 48 hours if not to call in and they would try to reach out to a planner and schedule a date / resolve the issue. We called back the morning of Nov 9th and we’re told that a note was left we would receive a call early in the week. Nov 10th we had still received no call. Upon calling in the early afternoon of nov 10th we were notified that they had no ability to see if a planner could be scheduled and we would simply have to wait till later in the week as we we would get a call . I asked to speak with a supervisor as I had already been informed multiple times prior that I would receive a call within prior dates and was told I would receive a call by the evening and she would make note of it on the account . It is now nov 11th and there office is closed for the holiday and still no call. I was completely shooed off and have simply been told what I wanted to hear to de escalate the situation and push it through till a planner has the account come across there desk . after already having to wait 3 months for the service to be installed i find this runaround to be extremely irresponsible of a company given set position and simply resulting to basic technical support. We have spent hundreds eating out / bbq through the warmer months due to not having a stove and even more so on our hydro due to the electrical heaters.