Enbridge Gas Distribution
Reviews and Complaints

Enbridge billing department made a mistake by overcharging me on an incorrect gas metre for over 10 years, and then made mistake again on refund. Approximately 4 and 1/2 months later (in the following calendar year), after I had deposit the refund check, they wanted the refund money back. When I tried to work with them to correct the amount, they have been unable to get the numbers right after one and half year sending the check! To cover their mistakes, enbridge put outstanding charges on my gas bills and ultimately accused me of not paying my gas bills for 7 years (from 2010 to 2017 - I had paid all my bills and the account had been closed one and half year ago). When I was questioning on what I was asked to pay, without any warning or clarification, enbridge cut off the gas supply, put me into collection, and consequently damaged my credit! After over a year, the imposed outstanding charges still remains in my gas accounts, and enbridge is still unable to provide convincing information and a fair amount to allow for closure of this matter. The have been harassing me with collection calls and emails for over a year. Recently, they started sending collection calls to my son who is a student and has nothing to deal with the matter. The whole experience with enbridge has been dreadful. I have filed complaint with better business bureau, ontario energy board, global compliance. Their responses have been twisting facts, and blaming me for what had happened. They have damaged my excellent credit rating. They are a bunch of incompetence and bullies. I'm suing them in the court.

Past few winter months, enbridge gas as inhuman as a company can be decided to shut off seniors gas supply in the cold of this winter to replace old gas lines.
They call saying oh the gas will be off for 2 hours or three.
Yea right, more lies from this company. Ours was off for 8 plus hours, the workers sit in the trucks for an hour or more in the morning before they decide to work, it took on guy over 15 mins to put two signs out, yes wanna know why our gas prices are so high,
My home temp went down to 61 degrees. We usually have a set temp at 72,
Last thursday february 21 2019 they blocked my drive way meaning I had to park up the street away from our place, they were replacing the gas line.. I had to leave around 2 21 to pick u;p my kids from school. When I returned the driveway still blocked, meaning I had to walk on the side walk to get to my place, I slipped falling onto the sidewalk damaging my leg so severely it took my son and an enbridge worker to pick me up off the sidewalk, my leg so badly injured.. There were no signs or roped off areas.. The one worker gave me there supervisors name and number. I called him, as soon as I was able but he never returned my call, another ignorant supervisor thinking he is going to get away from this by not calling, hiding where ever they want.
The thing is it is winter, we had months and months of hot weather to change these lines. What gives,
Complete stupidity on the part of enbridge gas. What happen to human rights, where was health and safety factor?
My sidewalk was fixed last year after three year battle to fix the thing, now sunken again because of the back hoe, my sidewalk is still full of mud and I am not able to go out and clean up there mess,
Oh, one last thing, the workers enjoy pissing all over your property, this I have on video,

We started building a new home in October 2018, we applied for a new gas installation in September 2018 so before the construction even began just to be safe, we had a move in date of February 1st 2019 which means Enbridge had 7 months to prepare and since January I've been trying to call them to get an installation date and no one is ever able to call me back with an exact date. I had to reach out to a Supervisor which finally told us they would come install 3 days prior to the move in date. this gives our contractor 2 days to come back and complete the connection, then she tells us we are suppose to give Enbridge 2 days notice for the final inspection after the contractor has come by. I'm sorry but we have officially ran out of days! This is terrible customer service and completely unacceptable. We are in Canada in -30 degree weather, we need to heat the house before our tenant moves in and the way this is going he'll be moving into a cold house. Unacceptable!

it's Jan 7, 2019 and -4C. we received a "green card" today that our gas has been cut off due to non payment. Client number [protected].
I discovered that indeed we have not made an online banking payment since Aug '18. We receive Enbridge invoices via email. My email address has not changed but not invoices were received.
I paid the arrears while on line with the CSR. she noted the amount and the confirmation number.
The first notice we receive about this is a shut off?
The contractor who is to turn the gas back on does not have a ladder to access our roof top unit?!?
I was told that I should have contacted Enbridge about not receiving invoices. To me this is a rather arrogant business practice.
When I discussed this with a manager she could see our payment history up to Aug '18. Perfect.
As I noted above, it's cold today. Our unit is getting cold and I have to send my folks home. The reconnect window is tomorrow between 8-noon. I lose another half day of work.
We didn't cause this problem. Enbridge did. I want compensation.

My account is [protected] my name is ken Boyington address is 63 Ferris lane c-8 Carrie Ontario, phone # is [protected], the phone is not working at this time I have had a heart attack in the last few weeks and have to go back because I have come close to another one. I know we owe you money, I can't work at the moment. So no income, I gave asked around to see if I can borrow the money now one has it. Please understand I will try to see if i can come up with a payment for every month till its paid. Please e-mail me [protected]@hotmail.com. thanks Ken

I received an email from Enbridge stating my account balance is $650 and a payment is due to avoid disconnection between Sept. 20/18 - Nov 20/18. I then called and spoken with their customer service associate that advised me a minimum payment of $320 is due to void disconnection, which I've completed and reported the payment on their automatic system. Thought everything that was asked of me was completed and I could proceed with my life until my next pay cheque where I could pay off the remaining balance. (Well that was a wasteful thought). I received a call from my senior mom today saying Enbridge disconnected the gas. Called customer service to be told basically there is nothing they could do for me, needs to pay them another $315 from the remaining balance $330 before they could reactivate my service.
I then said; you told me this is what I needed last week and I've done what I was told; how could you disconnect my service? They replied you did not speak with an agent; I should have spoken with someone after I was told the notes are going to be in the system just make the payment.
Then she said, hold on I will speak with my supervisor and came back on the phone to say; my supervisor said I need to pay $315 from the remaining $330 that's due to reactive my service, very dismissal with no care in the world because it's not going to affect anyone at Enbridge.
so the merit to my complaint is; don't make arrangements with Enbridge because they will turn around and blame you for not doing what was not told to you, also will accused you of lying that you having spoken with anyone, knowing they did not told you to call and speak with customer service, was told to report the payment which I've completed...I've moved from Durham region to Markham back in December and my utilities were NEVER disconnected prior in my complete adult life living on my own. By far this has been one of the worse customer service experiences and the lack of empathy from a company from and their so called supervisor down to their customer service rep's.

Enbridge has charged $723.66 from my bank account on September 14, 2018. The amount on my September billing is $128.33 with $0 balance forward/ past due. I have never missed a single payment and paid manually each month on time before they charge with PAP. So I emailed the customer service department immediately (1 am on September 15th) to find out where did the $ 723.66 came from.

Today is September 18 and I have already followed up 3 times yet I still have not heard back from enbridge. I logged into my account with the hope that maybe I can find out what's going on by myself. And I did! The $723.66 was from the gas service used for my previous service address. I moved out from there and paid the leftover amount way back on February. The cancellation of the account has been confirmed by Enbridge. However, on April, Enbridge sent me a bill for March for the same address because they mistaken me as the landlord for the house. I told them I was only a tenant not the landlord. My account was a tenant account and I have already cancelled it. They replied,

" Thank you for your email.
Your previous account 9100255xxxx for xxx Dundas Way closed effective February 27, 2018 as requested. Your final bill of $43.59 has been paid.

Our records show the landlord agreement was added by Nigel on February 13, 2018 when you called to advise you would be purchasing the second property. The account 9100290xxxxx was created because you are listed as the landlord with Option 1 (automatic open) for this address, this was confirmed by Dawna on February 27, 2018. This account then automatically closed based on the new tenant or owner called for service effective April 3, 2018.

We will remove the landlord agreement and your name from this address as you have now advised you were only a tenant at this address. We have credited the new account charge of $25.00+hst ($28.25) leaving $40.59 for the additional time.

We attempted to contact the current account holder to see if they would assume the service, however we were unable to reach them. We would suggest seeking reimbursement from your previous landlord for the additional time. As you agreed to adding the landlord agreement the only other way to reimburse these charges is if the landlord contacts us to assume them."

This was frustrating as I set up the tenant account indicated clearly I was the tenant from the beginning. I have been communicated with Enbridge all along the process of the account cancellation. I have proofs that I clearly indicated that I leased the house on every single emails and phone call. Even after they find out I am not the landlord which means whatever on their bill it was not my responsibility. Yet they still wanted pay for the $40.59 and suggested me to seek imburstment with my previous landlord simply because they can't locate them. I emailed them back and at last they finally told me that it was a misunderstanding and I do not have to pay the amount. The status of that account shown as inactive and I thought it has settled.

The reason why I brought this up is because it is now the second time Enbridge holds me accountable to pay for the service that I did not use. It might be misunderstanding in communication the first time. This time is certainly not.! Setting up P.A.P it's to avoid missing payment eventhough I know I would not. It is being responsible to Enbridge as well as showing a trust on my end. I am willing to pay for the services I have used and therefore preauthorized to fairly charged for the services I have used, not to charge me as how you like it or please. The $723.66 is not a financial crisis but it wasn't in there planned for unreasonaly gas billing. It is not my responsibility that Enbridge cannot locate whomever is accountable for the $723.66. I did not preauthorized Enbridge to charge for the service that's none of my business. When you are taking something that doesn't belong to you, that's stealing.

It is way beyond frustrating at this point to have to clean up mess and fix ruined plans by running to the bank to deposit for my car and insurance payment in the mid night to avoid NFS and bad credit; as well as wasting time to resolves problems that I have taken no part of causing it by waiting in hotline and emails, emailing back and forth to explain or to follow up.

All I am asking is, refund what is belonged to me, immediately, as well as a reasonable explanation. But up until now, I still hear nothing from Enbridge.

Called at customer service between 11:20-11:30pm from #[protected].
This was one of the worst experience with any organization ever.
It was really upsetting to experience such poor service from staff me. Representative seemed to be so frustrated for reasons best known to her. Wondering why was it so difficult torespond politely on a generic query. If an agent if supporting at late hours it's their job to provide closest solution.

Time to upgrade your staff.

Very best,

Since we have been using enbridge the summer months I always used to pay less this year I got a Bill for 227.69, what the heck is this for. Furnace was always the same temp never higher. I want a explanation for this amount it's not right. We are both retired and are the only 2 people in the house therefore this amt has to be wrong. Please adjust and explain asap. Thanks

So I come home from a long 12 hr shift with my 5 year old and my 18mth old. I turn the water on to give them a bath and my hot water is off. The account is in arrears but I have been making payments every 2 weeks to catch up. I call them and they tell me that there is nothing they can do and I would have to call back in the morning. So I have no hot water for my kids. And the customer service rep tells me that I will have to pay the balance in full with an additional connection fee to get my hot water back on. Enbridge is heartless. As a recent single Mom with no help from a deadbeat husband, this will be impossible. If I could pay the entire thing at once, why wouldn't I?

Our gas has been disconnected for non-payment because the previous landlord expected us to pay 2 months of bill after we had vacated the property. Enbridge was notified of this dispute and we were told not to worry about it as it will be sorted out with the previous landlord. Meanwhile I was asked to wait and not make any payments. Without any correspondence or notice of disconnection, the gas at my house has been disconnected. We are left without warm water or food at our home. Due to long working hours I called the after hours service where I was connected to a CSR by the name of Sunny ID# VSE. He told us only billing department was able to sort this out. He could not give me simple information like what bill was my last p. o payment applies. When I asked to speak with the supervisor he told me he cannot escalate it for the supervisor cannot help either. I'm sitting home without basic necessities and very little help from enbridge. Although the representatives I have dealt with earlier were quiet nice and professional perhaps the after hours staff is exhausted and doesn't have the patience for customers in need of help. He couldn't answer any of my questions or escalate the call. Not sure when this will be sorted out but the least a CSR can do is try to help. You are getting paid for it after all. Hoping to see some resolution soon and get better customer service in future

Hi,

I want to convert from oil to gas and can't believe the costs associated as well as the condescending customer service received.
I spoke with a customer rep who told me that I would need to extend the main gasline and costs would be substantial. If Enbridge wants me as a customer and would in turn have a new customer for life why would my costs be substantial? Although the rep mentioned incentives, I highly doubt they're worth it. I mentioned that no one in their right mind converts back to oil, propane or electric and he gave a condescending response of "well, we don't know what the future holds". Give me a break.in all my experiences a company that wants customers helps make it happen and doesn't make the customer pay up front costs if they want a customer for life. But then again Enbridge has a monopoly so why care for the home owner.

My other issue is the fact that we have a neighbor directly across the street that would benefit from the main extension so it would only be fair for us to pay 100% of the main extension cost and be reimbursed 50% if ever they decide to tap into the main. The rep gave this weak answer explaining that a feasibility assessment would be conducted within 5 years and we might be offered a reimbursement. This is black and white, the costs should be split especially as the main extension is the bulk of the cost.

Lastly the first customer service rep told me that they'd be in contact with our neighbor to ask on our behalf if they'd be willing to go in on the main extension costs. I mentioned this to the second rep and he said Enbridge doesn't do this. What is the right answer?!

Enbridge is a huge company and I was hoping that we could be helped out because we do want to convert, but instead it's just been one big frustration.

Kind Regards,

Ginger

hello just to let you know I am not pleased with the service provided by the people serving my furnace and air conditioner. nobody showed up to clean an service anything last season and nothing again this season meanwhile I am paying monthly for a service your not giving me and should cancel immediately because nobody service my furnace if no action is taken by your company soon I will seek legal action

So last week, a day after we moved into our new house, an enbridge employee walked up to me as I was entering my home. He told me I should answer my door next time (he seen me walk in the front), nobody was home. He proceeded to tell me that I have to let him into my house right that minute, so he can see the pvc piping colour. I asked him why nobody called, or told us? He told me that they don’t have to, and that I need to let him in or I will be in trouble. I got mad at this point, do not threaten me on my property, and tell me I am going to be in trouble because your company can’t book an appointment or have the decency to let us know ahead of time. We still had all our boxes and valuables out. Not to mention it’s been a week and still no calls or appointments have been made. The guys was in filthy clothes, smelled horrible, and drove a beat up dented and rusted grey ford minivan. I asked him to leave a card, so I can get in contact and he told me no, and ran off to his van.

My name is Jake and I am from Peterborough, Ontario. I have been dealing with an issue with Enbridge Gas that I think other should hear. At least in my area, these guys essentially have a monopoly on gas and unless you go with propane (high recurring costs) or geothermal (high install costs), you are essentially forced to use their services. At any rate, here is the rundown on my story and what is happening with them...

My wife and I were looking to buy some vacant land to build a home on and found something on the MLS last fall. We put in an offer contingent on doing our due dilligence on the property. One of the conditions was to verify that natural gas was available and was not overly expensive to hook up. So I called Enbridge to verify that gas would be available at our lot. They told me there was a main line running right across the road and that since it was a high pressure line, the cost to install the line/meter could be as high as $3, 000.

I thought this was reasonable, so we went ahead and purchased the lot. Construction on our home started in late November.

Fast forward to around 2 weeks before we were set to move in. Our current home was set to close on June 1st and the home we are building was getting close to completion, although the gas line was not installed. I received a message from our HVAC guy who sand that I needed to contact Enbridge. I did so, and was told by Enbridge that they had sent me a bill for the installation costs on May 26th. I checked my email, and yes I did see a bill from them. To my surprise it was for $11, 006! I spoke with them to ask about the price as it is no more than 75 feet away from their line so I thought it must be a mistake. They essentially told me there was no mistake and this was the cost to install due to us coming off of a high pressure line.

On top of this, they said they could not do the install until another 6-8 weeks after they received my payment! Keep in mind, we had to be out of our current house and were scheduled to have the occupancy inspection for our new home on June 1st.

So I had no choice but to drive to Oshawa and give them their payment so that they could schedule the install as soon as possible. So now, I also had to install some temporary propane tanks just to get to occupancy while we wait for Enbridge to hook up our gas line.

What really irks me though is that had I known this was going to be the cost, I would have went with an alternate heat source such as Geothermal from the beginning. But now all of the equipment has already been installed in my home so this is not an option. I have a feeling they simply felt that they had us right where they want us and could pretty much charge us anything at this point.

The cost for this gas install just seems extremely outrageous. It's not like they are running a long distance... the line is literally right across the road from me.

I contacted the "Ontario Energy Board" who are supposed to regulate this thing. This was a total joke and a waste of time. On the phone with them they even told me that all they will do is contact Enbridge and ask them about the issue. Enbridge can flat out tell them that this is the cost I have to pay and that is that. Sure enough, that's exactly what happened.

It just seems totally ridiculous to me that they can charge this much for installation and get away with it. I spoke with a couple of HVAC installers who said that Enbridge seems to just make up random numbers for these install fees. They've seen folks who are hundreds of feet away from a line get charged nothing and others who are close like me, get charged thousands of dollars. It doesn't make any sense. The fact that the Ontario Energy Board did nothing is also a joke. What exactly is the point of having this Energy Board if they don't even look into the issue in detail when you register a complaint. They simply contact Enbridge and take their word that the install should be this much. They do not look into the situation in any detail whatsoever.

Expecting a new service install for my natural gas appliances. Applied April 20th and still as of June 20th, no one from Enbridge gas called me back to explain my situation. I have tried to call [protected] and asked to speak with the supervisor, I have called the 1877 number and asked to speak to a supervisor.

I was told Leah Stiles - Leah. [protected]@Enbridge.com. would be giving me a call back, nothing! It has been 3 weeks. I was then told by the customer service ceneter they would have Sue Will - Sue. [protected]@Enbridge.com - call me. Nothing yet

If you have also been waiting months to get a call about a new gas application your submitted, let me know. I want to submit a large complaint with my MPP

See the pictures:
These pictures showing damages caused inside the building due to the water leak from the Enbridge meter box and excavation for meter work done by Enbridge in 2010. Please pay close attention to the water stain marks on the metal backing of the meter box inside the building. Also please note, the electric control panel is very next to this water leak and so this is a hazardous situation. We have neither heard from Claims department or the adjudicator since we started complaining for more than a month now. Lives are being affected by this issue, we wish to escalate the issue to the higher level where decision are made. Below are pictures of the Enbridge meter box on the property, which we believe is deteriorating and hence added to leakage into the building foundation. Also see all relevant pictures.We are disappointed that even after inspecting the place and seeing the water damage caused to our property, you have done nothing to alleviate the issue or address our concern. We wish to see the report you submitted after your visit to our property. 2 weeks ago, when I talked Enbridge, they said they would follow the issue closely. But we have not heard from them. The Enbridge meter box on the property is deteriorating and hence added to leakage into the building foundation.
Hope to see a resolution to this problem at the earliest.

I moved into a new home in 2009 and our fireplace was inspected and passed by Enbridge. Recently, they came into my house and checked all the appliances after they turned the gas back on after some digging outside was completed. I now have 3 red tags due to the fireplace vent and furnace vent being too close together, also the wood clearance above our fireplace is also too close. Now that our house is out of warranty, we are on the hook for all the associated costs of getting this fixed. If Enbridge had done a proper inspection, this wouldn't have been a problem for us as the builder would have had to fix it before we moved in. I think the company that incorrectly passed the inspection should be held accountable for any repairs that need to be completed.

Two issues with enbridge that might be resolving by legal way:

Account no.: [protected]

1. We, avb paralegal services p.C., are in receipt of an invoice # [protected] for the period of december 6 2016 to january 6, 2017, indicating that for that period was spent 1000 mȜ of gas, which is in 5.5 times more than in regular winter month. Moreover, our landlord notified embridge about heat system broken on december 30, 2016, and repair took place on january 3, 2017. We did not monitor our gas meter at this time, however a technician must have notified us about wrong gas meter reading, and make calibration if necessary. We request investigation in this matter, as well as all gas meter calibration documents with respect to great number of gas meter reading for the period of december 6, 2016 to january 6, 2017.
2. We are new small business, and cannot afford to pay a deposit of $500.00 upfront. It is not in our agreement to pay such amount. However, we attempt to pay it partially. In the last bill we noticed an interest calculated on a deposit amount, and disagree with it. That is against the law to calculate an interest on deposit.
We request to resolve these two issues in timely manner.

Sincerely,

Anna bon
Licensed paralegal
Avb paralegal services p.C.
470 champagne dr.
North york, on m3j 2t9

We are contractors working on a jobsite, back in Feb one of our inexperienced workers hit a gas line so we had to call Enbridge out to fix it. They initially sent a technician that was not qualified to fix it so he left, half an hour later someone else came. We monitored his time roughly and figured it was close to 4 hours of work. When we received the bill, they charged us $3900. included 16 hours! Calling A/R to complain led nowhere, the woman in A/R was RUDE, INSULTING and HAUGHTY. It's their word against ours...NO JUSTICE