Enbridge Gas Distribution review: incorrectly flagged for gas shut off

Enbridge Gas Acct# [protected] My husband and I own two properties. We live in one, and are literally right beside the other, which is tenanted. Yesterday afternoon, November 24th, 2015, at 3:17pm precisely, (I know this, as my phone records the time) I received a call at work from my husband, to say that he had been notified by our tenant that Enbridge had come by and shut off the gas/heat to our place because of a "red tagged" hot water tank issue. What? (A bit of a concern there) I called Enbridge, and was told that on October 8th, a representative from the company, Enercare had "inspected the hot water tank at this address, found it to be improperly installed according to the manufacturer's requirements, and had red tagged it for 45 days, to allow time to get the issue resolved, at which time the gas would be shut off if not corrected", and, "a letter was sent out to you Oct 21st to this effect, and as no confirmation was supplied that the issue was resolved, we sent out a technician to turn off the gas". What? (You are kidding, right? Concern is growing now, Defcon 2 has been reached) Who the heck is Enercare? Furthermore, absolutely no such correspondence received. Also no red tag on our tank, as we do not allow anyone who comes to the door claiming they are there to inspect anything, access to our home. Our tank is rented from Reliance, and they installed. and our tenants are relatives of ours, so no way, Jose' did this happen! As Enbridge was unable to provide us the number for Enercare, I had to research them online before providing their information to my husband to call. After some time, my husband discovered Enercare was formerly Direct Energy, and their records showed no contact etc. of any kind since 2008! Would they please inform Enbridge of this so we could get the gas turned back on? "No, sorry, this isn't our problem". Really? (Starting to boil. We are now at Defcon 3 people!) So back to Enbridge my husband goes on the phone. And of course, he gets someone new to talk too. He explains the situation and what he has been told by Enercare. He also suggest that they have the wrong house number, and/or a similar street exists elsewhere, but we are not flagged. "Sorry sir, but Enercare has flagged your home for...and we cannot turn the gas back on until they tell us..." "Hello, McFly...did you not hear me McFly?" My husband suggests they call Enercare themselves, to confirm what he is saying is correct. "Sorry, sir, but we can't do that..." Excuse me? (Defcon 4 has been reached!) At this point it is now 6:30 in the evening; 3.5 hours after my husband first called me. At 6:30 after once again talking with someone new, explaining the situation again from the beginning, we are told that unless it is an emergency, Enbridge can't send someone out until the next day to check on the situation. Now, as it happens, there is a young child of five with a bad cold in this house, and it is freezing for no heat, and it had snowed that evening/morning so, yes, I think this could be considered an emergency, and my husband says so. "Well, the best we could do is give you a four hour window to expect someone to come and check on the situation, and we would have to charge a service call fee." I don't think so! Well, as it is now 6:30, and doing the math, that means 10:30. Right? Apparently not! 10:00 comes around and my husband calls to confirm someone will be showing up in half an hour. After of course, getting someone new on the phone and going through the whole scenario again. "Oh, we had you down as having called at 8:00 so that means no one will be there much before midnight"! Defcon Five, Defcon Five, we are going to Defcon Five! Okay, I am pretty sure some swearing started happening then. "Are you _______kidding me? (My husband's words, not mine, along with a few other choice ones). There is a family freezing with a sick child in this house! Are you ______stupid?" Now, I am usually one to do my very best to stay calm, believing you get more bees with honey than vinegar, but to his credit, my husband had been holding it together not too badly up until now (for him) and there was now no holding back his (and mine) frustration over this whole disgusting sham! So, we now have to have one of our relatives stay up until midnight, until Enbridge decides to show up, hopefully at the promised midnight, to come in and see for themselves that everything is okay, and to turn the gas on. Midnight comes, no knock on the door. My husband is instantly on the phone. About five minutes into his tirade, a timid knock comes on our door. It is Enbridge. Hallelujah! My husband calmly takes him next door, goes down to the furnace/hot water tank area, where the technician sees there is, (surprise, surprise) no red tag on the hot water tank, shakes his head in disgust, expresses sincere apology over the whole mess, and turns on the gas. Ten minutes...start to finish...after nine, count them NINE hours of frustrating phone calls, passing the buck, not listening, and insulting us by suggesting we were lying and attempting to charge us a service call. Ten minutes! My husband thanked the technician politely, wished him a good night for the inconvenience of his having to come out so late at night when it could have all been avoided, and at 1:00AM this morning, we were able to finally go to bed. Finally. No offer was given to compensate in any way for a mistake we did not make. None. Zip. Nada. Nor do we expect one. Now, would you sleep well after that experience, if it were you?