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The good, the bad, and the ugly - discover what customers are saying about Terasen Gas

Welcome to our customer reviews and complaints page for Terasen Gas. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Terasen Gas.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Terasen Gas's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

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6:35 pm EST

Terasen Gas Disconnection fee's and security deposits

My Grandfather is 92 and on pension, he can barely see. He was $133 behind on a missed payment as he could not check the bill due to a bad back. Teresan Gas cut his service with no notice he had no heat or hot water for 14 days. When we found out they could care less and wanted a $100 reconnection and $400 security deposit.

They did this with no warning just so they could collect a reconnection fee.

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8:30 pm EDT
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I called customer service at the above number as I needed a name change on my account due to a change in my marital status. I also needed a reference letter faxed over to BC Hydro that I had my account in good standing with Terasen Gas. Leah was unable to help me with my name change as she needed an emergency phone number on my account before she could do...

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1:51 am EST
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Terasen Gas Cutting off gas without warning

With no notice Terasen Gas cut off our family's gas for a missed payment and then demanded that we pay an excessive reconnection fee and a $500 deposit, after we had been good customers for over seven years. This is very surprising and dissappointing behaviour for a company with a monoploy on an essential service. I have submitted complaints to the Better Business Bureau and the BC Utility Commission. If there was another option for a natural gas provider I would switch companies in a heart beat.

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Update by concerned citizen 2
Feb 24, 2011 5:24 am EST

Here is one more agency you can contact: http://bcpiac.com/.

Update by concerned citizen 2
Feb 24, 2011 5:19 am EST

There goes Stealth Pilot again... too funny. Clearly too much time on his hands...

Update by concerned citizen 2
Feb 24, 2011 5:18 am EST

Hi there. I had a very similar thing happen. I complained to the BC Utility Commission at Complaints@bcuc.com. You will need to provide the following: name of the complainant; complainant's address; utility account number (optional); the key elements of the dispute; names of utility staff/officials contacted; dates contacts were made; and reasons, from the customer's viewpoint, why the problem was not resolved. More information can be found on http://www.bcuc.com/Complaint.aspx. I also submitted a complaint to the better business bureau and when I talked with the customer service rep at Terasan I made sure they new I was lodging a formal complaint them as well. Good luck.

Update by concerned citizen 2
Feb 16, 2011 1:40 am EST

You are a piece of work, clearly with too much time on your hands. I have better things to do. Take care...

Update by concerned citizen 2
Feb 16, 2011 1:08 am EST

But ya sure like to nag other people. Interesting dynamic, don't you think. I have no doubt I have shouldered more responbility than you ever will and have always accepted responsibility. I am not denying that I was wrong. I thought they acted prematurely, without warning, did not take into consideration that I had been a very good customer for 7 years, and tacked on some extra fees to help drive their quarter revenue. For the record, this is the first time I have ever complained about something like this but seeing the Terasen Gas guy sneaking off my property after disconnecting our gas and then talking to a very unfriendly and uncooperative customer service (the last word being a misnomer) rep pissed me off. Out of curiosity, do you scroll through complaint sites to complain when other people complain... an interesing hobby... or are you affiliated in anyway with Terasen Gas?

Update by concerned citizen 2
Feb 15, 2011 6:10 pm EST

Stealth Pilot, Bad customer? I am sure you have never missed a payment in your life. I have been a very good customer of Terasen Gas for over 7 years (having paid well over $20K and probably closer to $30K in gas bills during that time) - they would have access to my payment history so they will have known this. Due to work and holiday travel we missed a payment and then did not receive any notice they were going to cut off our gas. I have lived and worked on 4 continents over the last 25 years and had inumerable service providers for phone, water, electricity, gas, etc. and I have never experienced anything like this. I think it is bad business and certainly created ill will from a heretofore loyal customer. Can't say anything nice about Terasen.

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Compassion for humanity
North Vancouver, CA
May 30, 2012 12:54 pm EDT
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$312 million in profits for their last quarter financial reporting for 2011 and they still hire these goons with no compassion at all to write abusive responses to customer complaints - fortis has a monopoly - and last time I checked the industry giants and their insiders are being paid bloatd salaries and directors fees while senior's and single mothers who would be thrilled to "pay their bills" if they had the means to do so. I believe the BC Liberals who are responsible for the legislation allowing the privatization of gas provision in this province call themselves a "free enterprise coalition". However, with a private company being given carte blanche to take advantage of customers throgh a monopoly I would call this closer to communism or fascism than "free" enterprise. Russia anyone? The lack of compassion displayed by their "PR men trolling the Internet to abuse those that speak out with customer complaints certainly harkens back to Cold War Russia, or worse, Hitler's reign of terror in WWII Germany. Nice folks!

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Big Rog
Burns by, CA
Feb 29, 2012 6:06 am EST

Funny how the ones complaining are the ones that don't pay on time! Don't see any posts from those hundreds of thousands of FortisBC customers that pay on time! Just sayin!

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Natgasman
, CA
Dec 22, 2011 9:07 am EST

Buy the time your gas is locked off, You are 65 days overdue and have received two letters and two phone calls. Is you account information up to date?. Do you honestly think they want to waste time and resources figuring out that you are overdue, phoning and sending letters, sending someone to lock you off, then send someone to come and unlock your gas and restart your appliances?(there is a cost associated with that, and it's probably more than what you are charged). Wakeup and pay your bills. I would know, cause I'm the guy that locked you off.

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JC242
Kamloops, CA
Sep 01, 2011 4:31 am EDT

Well here is my opinion which isn't going to make a different to Fortis BC. Fortis BC has a monopoly on gas in the province, they have no competition which results in them taking advantage of their position and business practices. People are just an account number on a bill, not a person, a family, or anyone worthy of negotiating with, just a number. When I asked about my first gas bill being $580 dollars they said it was the going rate for one month. I asked about equal payment plans. They said I could sign up for that for a monthly payment of $110. However, I'd have to pay the first billing off completely before they would approve equal payments. I asked if they had an alternative solutions, here is what they said "you could move out if you don't like it" Now if that doesn't say we don't give a ###, what else does!

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sweeneytoad
Richmond, CA
May 19, 2011 1:01 am EDT

I too have had my gas cut off by Fortis BC and I am a 20+ years customer. They also required a $105 reconnection fee and $315.00 deposit. My gas bill is $100 a month so this amounts to 3 months payment that they will keep for 13 months and then return to me if I am a good customer? No interest! What other company can do this? I understand I didn't pay on time was disconnected, paid $105 for reconnection which by the way took a total of 10 min. But to take $315.oo of my dollars and hold on to it for a year is incredulous. How is it legal for Fortis BC to take my $315.oo for one year in return for nothing. I still have to pay my bill on time and I still will have to pay reconnection if I am late. This is thievery and everyone should complain to 'Complaints@bcuc.com'

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dars
Maple Ridge, CA
May 12, 2011 3:43 am EDT

i stumbled across this page by accident but i thought id say one thing after readin your comments. i did pay terrasen there bill on time and some how my payment was missed and i was shut off as well without notice. when i phoned obviously i was upset and when they first found out that it was there mistake the customer service ### tried to say i had to pay a reconnection fee. obviously i spoke to a manager and after our conversation i obviously didnt have to pay. but a waste of hours of my frekin time for there screw up and they didnt offer any compensation either until i demanded it. they r a bit of a frekin joke

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INNOCENT POOR
Burnaby, CA
Apr 13, 2011 3:55 am EDT

I have faced the same experience. I have a bank account designated to pay all the bills by PAP. Because the other utility company, Telus, withdrew money from the account excessively without my notice for a few months and did not send me any paper bills. It caused NSF for paying Terasen Gas. They mailed me bills and notified me of the case. I phoned them and told them I was writing a check to them. On the due date per the bill, ie. April 11, yesterday, Terasen Gas disconnected our gas services without our notice. When I called them, they said they did not received our payment. I mailed the check to them more than a week ago. When I complained to them why I did not got any notice for disconnection. They said that they have phoned us and mailed it to us. Never, never, never. I did not receive any such kind of notice by mail or such calls as our phone does have call ID. If I really received it, no doubt I would take it extremely serious. When I gave up and agreed to arrange stop payment of the check that I mailed to them and pay the amount due. Terasen Gas asked for reconnection fee and security fee. They did not consider our good history of payment, ie. without any default payment. By 1 pm today, I made payment by cash to them, faxed the proof to them and called them for this an hour later (This is what they require me to do so, 1 hour later). They said the reconnection fee is $105. When I asked them why it's not $65, they replied that it's already passed the cutoff time 2 pm. Nobody from Terasen Gas notified me of the cutoff time. When I further complained this, the man passed the line to his supervisor. The woman's manner is much worse, she just read out a number of terms without letting me say a word. when I reiterated none from their end notified me of the cutoff time, she said it's stated on the bill. I found that there's none shown on the bill. It's really REDICULOUS AND TERASEN GAS IS TRYING TO ROB ITS CUSTOMERS. What kind of this company it's?

Innocent and poor guy

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SingleMomof3
Surrey, CA
Feb 24, 2011 3:51 am EST

Terasen Gas just cut me off this afternoon with no notice. My bill was due Feb 4th (yes I realize it was late, but I had unforseen expenses this month) I paid Monday (Feb 21) via telepay with my bank. When I phoned Terasen, they said they sent a Notice of Disconnection on February 14, which I did NOT receive! ( I have since called and complained to Canada Post as this is not the first piece of mail to go missing)

It is now 8pm at night, I am waiting for them to come and reconnect me (for a charge of over 100.00) after hours, and it is now approx -5C outside. We are expecting snow.

Had the employee came to the door, I could have provided him with the banking info proving I paid 2 days ago.

I am very very unhappy with Terasen and their customer service right now. I am not sure what else to do/who to complain to...

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10:26 pm EST
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Terasen Gas Gas Disconnection and Recconection Fee's and Deposit

highly unethical company, disconnects service without warning with amounts as little as $75
then charges over $100 to reconnect service even more outside business hours, they then rob you of a security deposit of $400. and this in winter? people can die...seniors can be hurt.
any company that needs to make money in this manner is highlly unethical at best. heat and hot water are a right, if this happens to you complain to your govt for more regualtion on this utility.
I have called them numerous times and was told it was too bad, I should be on equal payments, I should do this or that.
No company has the right to hold people at ransom for a essential service.

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10:56 pm EST

Terasen Gas Scam

My grandfather who is 92 had his gas cut off by this company for being 12 days overdue on a $133 bill.

Terasen Gas cut his service with no warning or even a knock at the door in winter! he had no heat or water for 16 days!

They did this so they could collect a $100 reconnection fee and a $400 security deposit.

Absolutely shameful conduct from a low class organization that treats the elderly and seniors like dirt.

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Calgacus
Nelson, CA
Dec 28, 2010 5:36 am EST
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Terasen? crooks and theives all the way, Fortis/ Terasen Same gangsters. They hide $millions in Cayman Islands where Mafia and drug cartels operate, politicans in back pockets of course.
New crimes of Terasen, they send letter to anyone who has cut off their poisonous gas, Trasen threaten to take back meters, dig up pipes if one does not reconect, they cover up and lie about safety even though no gas at house for years, scummers

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PGYC
Phoenix, US
Dec 26, 2010 10:16 pm EST
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if they did this they are highly unethical and you should complain to your govt.
heat and hot water are a right
fees for re-connection are unethical and a way to make some easy money on the elderly.

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karumi
Rockland, US
Dec 20, 2010 11:05 pm EST

That is disgusting how people can treat the elderly. That company is full of ###s as far as I'm concerned. That should be illegal because you should have i believe 30 day's plus to pay bills usually they would add you're previous bill to you're past due and then if you don't pay that then they will shut off not 12 days that is stupid I feel bad about that situation.

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