Enbridge Gas Distribution
Reviews and Complaints

Enbrige will say to a customer that they have sent *several* reminders (four of them) for a past due amount when in fact none were ever received, and there is nothing that the customer can do. No one at Enbridge to discuss the matter or look into it. Doing this to a customer of nine years who has always paid the full amount due, on time and threatening to have his credit rating damaged is unbelievable !

I always laugh at some of you people who want to rip a utility because of your own stupidity. First thing I would like to note is that Enbridge gas only disconnects customers who do not pay their bill for an absolute minimum of 90 days, (That's one quarter of a year you know) and do not call in to make payment arrangements. If you had only bothered to call the utiltiy-whose service you had been using for all that time and not paying for- to let them know why you hadn't bothered to pay what you owed they would have been able to make payment arrangements for you to avoid disconnection.

Now if I were your MPP's secretary, I would hate my job having to waste time reading a letter from someone like you whinning that they wouldn't let you use someoen elses credit card to pay your bill and that you never bothered to pay your bill in the first place and the big bad "monopoly" had to cut off the service.

My god, grow up!

i would like to know who made the decision to cut off people's gas on fridays and then force them to pay extra money and deposit to get the gas turned back on.. we only owe $308 and didn't even receive any warning; now they want $750 to get it back on... unacceptable..

Convert your home to propane, oil or wood heat and then you have your choice of supply and suppliers.

Then kiss Enbridge goodbye!

hi...enbridge turned off our gas last friday (how clever!) due to not receiving a payment...as they were closed on the weekend, i couldn`t call them...i waited and waited and called them right at 8 AM on monday...my parents are close to 80 years old and they both have medical conditions...they assured that someone will come to reconnect the gas between 12 to 4 pm...my dad waited downstairs until 6 pm but no one came...after calling them 5 times that day, i was beginning to give up! as i was about to leave the house, a man comes at about 8 PM to reconnect it for us...he said we will have hot water in a hour! today is tuesday at 7 AM and we still don`t have hot water. i don`t know what to do. this is absolute ridiculous. does this mean that i have to pay another $70 something to have someone come back again? who can i find to be home at the time the person will come? i don`t know, i give up! hate enbridge!

I had my gas shut off after over 12 years of paying my bills with no issue. I am self employed and payments from my clients were slow to come in this very tough economy over the last three months. I paid my bill online, knowing it was past due but followed with a call to the service department. Because it was before opening time, I got a recording that said my account was in arrears but that I had until the following week to make payment before they shut the gas off. I figured I was safe and did not call again during office hours. They shut my gas off the next morning..fully aware we were in the house, without even a courtesy knock at the door. I had no idea the gas was off until that night. I was trying to fire up my water heater with no luck so I call the emergency line and they showed up. The man said he could turn on the gas but proof of payment was required. I offered to show him my online banking statement and give him my banking confirmation number but he said that was not good enough. The next morning, I called and was told my gas could not be turned on until they got payment from my bank. Further, I paid on a visa card, a 2oo.00 deposit and a 70.00 re-connection fee. The woman on the phone was rude, unbending, no compassion at all.

The following day, I called and they told me my bill had been paid. I scheduled a re-connection, for 6pm to 10pm after some arguing with the customer service person that I could not miss work during the day to wait for them to come and re-connect me! I was so angry that they would expect a person who was already having financial issues to miss work also? I get home to a message on my phone, recorded from Enbridge ..a reminder that my appointment was from 7am to 10pm...needless to say, I am sitting here at 9 at night not hopeful to see anyone from Enbridge today. I have put two calls into the ombudsman for the company, Mike Mees, who has not bothered to call back. I tried to call the emergency line but was just dumped when they found out I was not smelling gas. Can I get in trouble for a false alarm?

Why does Enbridge still have a monopoly over us? How is our government allowing this to happen? I thought monopolies were illegal? I have been finding pages and pages of complaints about how Enbridge operates all over the net but no solution. If there is anyone out there as angry as I am please tell me where I can join a group to fight this horrible company. I rule the day I ever took out my old oil furnace, at least those suppliers had competition and were willing to deal with people in a proper way. This is my first experience with ever having a service shut off for non payment and I am horrified at how it is being dealt with. I am angry at how powerless our government has made us.

I no longer buy my gas from Enbridge, I get is cheaper from a competitor but I was not told Enbridge was still delivering the gas and that I would still be tied to them both for the delivery charges which are huge and for dealing with them on billing...how do we make this stop! Bell has become alot nicer since the phone monopoly was ended!

I had my gas shut off because of Enbridges error-They needed no money to turn it back on- said they were sorry and told me it would be turned on tommorow--No way I said I will sue if its not turned on immediately- I said I would break off the lock and refire the furnace.(I have experiance with gas installations) They still said sorry but they could not come over until tommorow. I told them In one hour I was turning it on- Myself or my family was not having a cold shower that night- Miracles- someone showed up in 20 minutes-THESE PEOPLE ARE INSANE--I am still fighting them for a house I sold a year ago-They are still billing me for this house that I sold and I provided them with documents at closing who the new owners are. I also had the gas meter locked out so the new owners would have to call Enbridge to set up service. This is a result of no competition in the industry.

I am now officially crossing the line of HATING Enbridge. I have made a total of 5 appointments so that our gas can be turned back on after renovations and an inspection, and no one has come. This is embarrassing on their part. I have a 6 yr old sister and a baby cousin who is staying with us who just turned one. Not to mention the rest of us who would like to be warm. We have to endure the coldness, and the lack of hot water in our home because the staff at En. and Enbridge, the company itself, is unorganized, inept and has an inconsiderate attitude.

It figures...
My Friends dad (78 years old) has had his heat off for the past week, Enbridge Promised service but never showed up... and this is after the bill was paid! so here we are ... still waiting, he has no heat, a guy that fought in 2 wars for this bloody Country... nice to see Companys take care of their responsibilities...
DONT USE ENBRIDGE GAS they are a warm body company withoout any scruples what so ever.

My name is Michael Flocken. I was wondering if you still have your gas shut off? Do you have a gas water heater? The reason that I ask is that I have an invention that I developed 2 years ago when the gas company shut off my gas.

I was taking cold showers for several weeks and I had even looked in to replacing my gas water heater for an electric one. then it dawned on me there has to be a cheaper way.

Basically I built an electric converter that slides into a gas water heater. It takes less than a minute to install, plug it in a standard wall plug and you will have hot water in just 3 hours! As it turns out I was paying almost 70 dollars a month for a daily hot shower to the gas company. Now I pay less than 10 dollars a month to the electric company. If you follow my recommendations you could save hundreds of dollars every year.

My Cell # is [protected] ask for Mike. I can send you one for 50 US DOLLARS. If you think that this product will help you please call me and I will send you one.

If you can help me find people that might be interested in my product I will gladly pay you commission on each sale. I have never seen anything like this before and I think that there is a market for them. Gas prices are just robbery! Help me fight back!

Sincerely yours

Michael Flocken
owner / operator
FLOCKEN HOT WATER!, INC.

A similar thing happened to me awhile ago, sales person lied to me to get me to sign, I was a teenager, after realizing the mistake I started to research on scams, which helped, but still annoying, the bill was not that high and we cancelled it

The exact samething have just happened to me
ignore the bill and complain to the OEB, they will try to bind a contract on you, but if they did not call you and confirm a contract, you can complain and they will get a fine up to $250, 000

It's leading to a large financial loss for my family. I am home all day so contacting us is never difficult. We also have email and a phone and we also check the mail box everyday. Was too much effort to contact us and give us a chance to pay the bill before the dire consequences. How do we know it's not deliberate. Did Enbridge know that when they cut off my gas that'd I'd be breaking my contract with Summit energy which has me now looking at another penalty of $495 dollars. "So that's how summit energy makes money " Does Enbridge get a piece of that? Sure is a big price to pay just for having my gas cut off a couple days. Sure was worth there while not giving me a chance. Shame on them for gouging warmth. Good thing I"m too broke to buy a thousand torches to start a rally. Would love to return the favour of heat.

future damage. in about a week I'II get a threat from Toronto Hydro. Certainly didn't have more for them after giving enbridge $960. I'II look on the bright side. At least they'll send a cut off slip to my door giving me 2 weeks to pay. Too much for Enbridge to do that for families.

Adding onto simliar sentiments, I feel that enbridge is an apathetic despot. My personal experience is as follows. Being an average family living in the suburbs we have many bills to manage. Owning a seperate property (other than the one we reside) there are many bills to oversee. Our property had been vacant for several months, According to enbridge, the bills had not been paid for since the months of August-September. For this reason they decided to shut down the heat for the house. The result of this action has been extremely financially crushing. It had taken until early February to realize the effect of enbridges thoughtless actions. The freezing seasonal temperatures had caused virtually all the water pipes in the house to burst thereby ruining all drywall, ceilings, kitchen, bathrooms, basically gutting out the entire home's interior. This has cost an estimated $50, 000 minimum in repair damage (more than some people's yearly salaries)

Firstly, I'd like to state that yes there is partial liability on the client’s part for not managing their bills, however, a huge monopolistic energy company like enbridge should be EXTREMELY responsible for contacting clients to follow up with these bills. It doesn't take anyone of high caliber to understand that a company like enbridge has ample amounts of resources and at least some sort of customer communications system. Gathering from their policies there is no doubt that enbridge collects individual clientele information at a constant rate. With this said, upon contacting enbridge, their response for not reaching us for unpaid bills was that they "tried to contact us". As proof from the above experience, their attempts were obviously unsuccessful which I find absolutely ridiculous. Such “professional” company should have absolutely no excuse in finding ways to reach paying customers. From a business standpoint it would be absurd to not have a means of collecting money for services delivered, especially a company that heavily deals with HUMAN clientele should have NO EXCUSE and NO REASON for not being able to reach a customer. The only type of people I can think of that falls into an “unreachable” category would be those who are convicts, con artists, or basically anyone TRYING TO EVADE payments. Last time I checked, this DOES NOT include normal people who live in one spot, have daily jobs, and are willing to comply to late payments or otherwise. This may be a reflection of how poor the policies or customer service system is in enbridge (which may bring even LARGER ISSUES concerning a MAIN community energy provider). Situations involving people can not be treated as black or white where NECESSARY services are withheld. Especially with long time clientele and unproblematic clientele with decent histories, this mere fact should speak volumes about the reliability of the customer to the patron.

I would also like to add another important issue in specific to my experience. A LARGE company such as enbridge dealing with specific services such as heat CAN NOT admit to ignorance of the DIRE consequences of WITHHOLDING such a utility to a home. Correct me if I am wrong, but it is not new knowledge to know that there would be extremely high risk of many things such as water pipes in a house to burst/become damaged due to freezing temperatures. Any sensible person can realize that these damages ARE SERIOUS and COSTLY. When selling services advantages and disadvantages are always brought up to either entice a customer or scare a customer into purchasing. Tell me HOW a “specialized” and “professional” company can be so negligent in ignoring the IMPORTANCE of heat to a home?! OR if they know full well the consequences, then how can such a people oriented industry not make sure/ put on the highest priority to reach the customer?!

For those wondering, yes there is contemplation in pursuing the issue further, but currently it would be tough to individually manage daily business and pursue this matter at the same time. From my experience I’m not sure how many others have gone through the same thing. Looking for possible suggestions or others put in the similar position so that maybe we can do something so that we and those in the future will not be victimized from the unprofessional and irresponsible monopolistic enbridge (or other like companies).

Go back in November when I had a credit amount of like 80 something dollars and you guys charged me 125 when I had a credit which cause my bank to give overdraft fees, and you charged and overdrafts and I will send the overdrafts you caused in my bank.

Feb 21/23 - Dozens of phone calls all different numbers even when blocked,visits to my house on multiple occasions when I am not home and home.told them on the phone I was interested still made an “appointment” and just shows up and keeps calling and harassing my wife and I.

I used $23.18 the rest is carbon tax, transportation tax, gas supply charge, cost adjustment, whatever tax... the bill is close to $200 dollars. yet I used only $23.18. What on earth is cost adjustment tax? I called no one knows. I CONNECTED VIA CHAT AND I WAS TOLD IF WISH TO HAVE AN ANSWER I HAVE TO PAY 2 DOLLARS... Seriously...

Received mu final bill and paid it, now it seem they reversed my last bill and added over $625 to it, I cannot get anyone on the phone to find out Why.

Account [protected]

I have tried to get a representative on the phone but their automated system prevents that.

Hi,
This is not a complaint really. However, I have tried a number of times to get into my Enbridge account to advise that I will pay my account on Nov 30 via my banking account or credit card. Apparently, my account is locked I have told customer service I don't want to be in trouble. I could phone but I would rather inform re computer

In September last year, I enquired about a plumbing contract from Direct Energy. The phone agent told me about a special offer which was soon to expire. I had just moved into a new home in late August and their plumbing contract sounded good under the circumstances. But I had to act now as the special offer was about to expire in 24 hours. I was told that if I signed up before the offer expired, I would get my new ice-making refrigerator installed for a special $99 flat price. I had the phone agent repeat this 3 times in a conversation which was "recorded for quality purposes". On the scheduled installation day, the installer advised me that the standard installation would cost about $400. Their whole operation is a scam. I think they have a bunch of telemarketing-style phone agent trained to rip you off which ever way they can. They are nothing but lying cheating thieves getting away with robbery. I will be filling a forming complaint with Industry Canada.
I called them right back and they denied the I told the installer that that was not the deal but her insisted otherwise. However, when the installer came to install my refrigerator line (ice maker), I was told that the work would cost near $400. DirectEnergy is robbing people blind. DO NOT SIGN UP FOR ANY OF THEIR CONTRACTS.

I had gone through the similiar experiance with direct energy. I had a 5 years heating contract with them. I was paying 23.5 cents during my contract. After 5 years, My contract was automatically renewed by direct energy at the rate of 45.5 cents. I could not cancel it. I wrote almost 15 letters to them and called them more then 30 times. Every time I called I was given a ref # but the next time no one will recognize that number. It was very difficult to deal with them. They had no contract papers ever signed by me still they were able to charge me more then double for whole year. I wrote to their ceo, md and all kind of idiots but no one ever called or did anything. Finally at the year end I mail them registerd letter, email and fax at the same time to cancel my contract. The only thing they acknowledged registered letter. By that time I had over paid them more then $ 500.00 in a year. Be care full with direct energy. Whatever contract you have with them please makes sure they do no renew it again because it be 3 times of what you initialy signed on. Once the contract is renewed you are out of luck. So please, please make a reminder somewhere on your computer, calender, phone or where ever you can see that one year renewal date is coming. Write a cancelation letter and register mail it to avoid the surprises later on. If you are not good with computer or don't have cell phone to add reminder. Just mark this contract date as if it is your birthday. You will save money and can celebrate your b, day.

Direct Energy is a complete scam in business. I cannot understand how they are still operating in Canada. They take some estimated payments for gas, get interest on it and then adjust your bill. They charge customers up to 500% higher prices than Enbridge per cubic meter.
Their sales representative came to my new house and introduced him as confirming my new home gas account with Enbridge. He even put “Enbridge” name on the contract. Only later I realized it was a different contract. What kind of criminal activity is that? When I call Direct Energy to cancel my contract they refused to estimate my cancellation fees.
My advice to all people and should be distributed as wide as possible, NEVER DEAL WITH DIRECT ENERGY. THEY ARE THIEVES.

I had same problem with enbridgr before. And now I moved and need to open a new account. Enbridge charged me almost $400 more ...$327 for "Cash deposit request"; $25 for "new account charge". Is it right and legal? Can anyone gives me some ideas?
If I have choice, i will never go with Enbridge Gas...
David

I was informed by Direst Energy if I wanted to cancel my contract with them I had to pay them off for breaking the contract that I signed. At the time that I took the contract I was barely moved into my home, I was a first time home buyer and did not know any better. The agent that convinced me to sign the plan advised me that due to the costs of gas the price will never go below this amount and that basically that they were doing me a favour by protecting me. Needless to say I am now probably paying double what I should be, now when direct engery comes to my door, i do not open it, I yell get lost I'm not interested & if you have any sense you would leave that croked company. But please, lets be honest Enbridge gas is no better, yesterday I received a disconnect on my gas bill for the minor amount of $187.33, so this morning I called the gas company and they so nicely advised that I pay by 6pm or my gas was disconnected the next day which would result in additional charges for disconnection & a security deposit...over 187.33, but you can't just pay this at the bank...no no you have to pay at Western union which costs you 15.00 to do, or you have to pay by credit card. I asked for 2 days to make the payment, the supervisor would not extend it. What happens if you don't have a credit card, which I don't. You have no other choice but to pay at Western Union. These people have no compassion at this company...none... I asked them what happens, like in my case when you have a financial crisis and that is why you don't have the money, is there a program that helps you. I was informed that they only had such programs in the winter...so logically I said so financial problems are only seasonal...people can't have money issues in the summer so the girl so kindly gave me the option of trying social assistance which obviously is not a solution as they are not going to give me money by the end of the day. Which is another thing that is funny, they tell you to make the payment by 6 pm & report it to them...but their office closes at 4 so who is going to stop the disconnect for the next day...Let's just face it...they do it cause they can and we have no choice but to comply...ever hear the saying "your stuck between a rock & a hard place".