Complaints

This profile includes complaints for Enmax Corporation (HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Enmax Corporation (HO) has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Enmax Corporation (HO)

  PO Box 2900 Station M Calgary, AB T2P 3A7

• 

  Enmax Corporation (HO)

  Suite 209A 109 Kingsway Kingsway Garden Mall Edmonton, AB T5G 3A6

• 

  Enmax Corporation (HO)

  2750-10180 101 St NW Manulife Place Edmonton, AB T5J 3S4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a rental property, in which my renters are responsible for utilities. Unfortunately, my tenants fell behind in their payments. Enmax then closed the tenants account, performed a land title search, and opened a new electricity account in my name without my knowledge or consent in Feb, 2023, Account ending ****. I was then charged months of electricity bills without my knowledge, resulting in a substantial overdue bill. When I received a final notice bill in the mail, I called Enmax, only to be told that I could not really resolve the issue, as it was my account (Which I stress, I did not open...), and I could not transfer the bill back to my tenant who had used the power. I could not reach any resolution because Enmax said they could not discuss the bill of my tenant due to privacy concerns.After about two months, I was able to bring my tenant to enmax headquarters in person to get around the privacy issues on Sept **, 2023. By that point, the bill had grown to over $******. My Tenant is on low income assistance, and could not feasibly pay that much on a lump sum. I voluntarily paid $*** of the outstanding balance, and requested that the account and balance of roughly $*** be transfered back to the tenant, which to my understanding was done.However, I have now been contacted by enmax stating that my overdue bill is now back over $***, despite the account being closed and a new account opened by the tenant. Ennmax did not transfer over the remaining balance to the tenant, did not transfer the account until Oct *, and accrued two months of fees between Sept ** and Oct *. When the service department was contacted, it was claimed that there is no way to transfer the bill to the rightful owner. This is particularly egregious after being assured in person that accounts and outstanding balances were transferred.

  Customer Answer

  Date: 17/11/2023

  Hello:

  Reference your email sent regarding complaint ******** on Nov **, the enmax account in question is *********, servicing premise **************  Please contact me @ ******************** if I can offer any further clarification, and thank you for your prompt response.

   

  Regards,

   

  ***********************

  Business Response

  Date: 20/11/2023

  Thank you for the opportunity to respond to your concern.
  When services default to the regulated retailer due to a person moving or another retailer no longer billing for an address, a letter is sent to the property to advise the occupant to contact their competitive retailer or set up services with ENMAX. If there is no response to this letter,a land title is requested, and services billed to the property owner.
  Services continue to bill until a different party takes responsibility. The current account automatically ends the day before the new account starts. The final invoice is issued, usually 4 to 6 weeks after the account is closed, as services are billed after they are used. Page 3 of the invoice will show the meter reading dates included on the invoice.
  ENMAX understands that there is a lot involved in managing a property and does offer a program for Landlords that would enable you to receive notice when there is no party actively billing. ENMAX provides some general information on our website at ***********************************************************************************************.
  Please note it does state that ENMAX will not back date move in or move out information and will bill the owner for services when no tenant has applied.
  Please reach out to our ************* team at ******** if you would like more details or to set up a Landlord Agreement.
  You can also view Utility Tips for Landlords on the Utilities Consumer Advocate site at *********************************************************** . 

  Customer Answer

  Date: 20/11/2023

  
  Complaint: ********
  
  I am rejecting this response because this was not what was negotiated between my tenant, myself  and Enmax during the in-person mediation in late September 2023.  It was the understanding of both my tenant and myself that the remainder of the overdue balance was to be transferred back to the tenant as she opened her account on Sept **.  The fact that account balances were not transferred, and in fact extra charges were applied after sept ** are unacceptable.  In my view, both my tentants and I acted in good faith, and poor billing practices by Enmax are the issue.  My position is that Enmax should be liable for this gap in payment, as they did not transfer over account responsibility in a timely fashion.
  

  I also take issue with the practice of unilaterally opening up an account in my name as the title holder without prior communication.  If Enmax has issues with payment, it should take it up with the current account holder, not simply finding another entity to charge the bill to.

  Sincerely,
  
  ***********************

  Business Response

  Date: 21/11/2023

  We understand that this is not the response that you hoped for. We have confirmed that the account under your name ended when the new party took responsibility and the final bill on your account was issued after your account was closed. The final bill reflected your last date of service for this account. As per the previous information provided, Enmax does not adjust the start dates and cannot start billing the tenant until we have their consent.

  Enmax can offer payment arrangements for the remaining amount on the account under your name, and payments can be made by either you or the tenant based on the agreement you reach with them.

  If you wish to discuss payment arrangements you can contact our Payment Support team at ********.

  Thank you

  Customer Answer

  Date: 21/11/2023

   
  Complaint: ********
  
  I am rejecting this response because the response from Enmax does not address the substance of my complaint.  Specifically, according to my earlier message, consent WAS given by both myself and my tenant to transfer account balances on Sept **.  This was done in person with myself, the tenant, and an exmax representative in their office at *** **********  I note with interest that Enmax contends that my last date of service was Oct *, almost two weeks later.  In my view, this represents an error on the part of Enmax, who should bear the costs between Sept ** and Oct *.
  
  Sincerely,
  
  ***********************

   

• Initial Complaint

  Date:25/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issues with enmax are many, i am not sure if my complaint has been sent as i keep going to the link to review and it still comes to this page. ******** is call logs, photos, screen shots and payments made. as well as the full complaint. its large and long and a lot of detail. Briefly in december january of 21 and 22 i set up arrangements. in February im told my arrangement was not met even tho i sent an email wit transit info and details for the amount the claimed. a few days later (about a week) my power is turned off in while in the shower , i smoke my head (*** *****) from the loud bang. multiple bangs persist, so i rush out side. a man dressed very grubby looking says nothing but to yell my power is off. No notice on the door. i called enmax and say i sent the cash and resend the email to them for the amount i was told no reconnection fee would be added. it was. it took almost a week for power to be restored and in that time i had to live with a limiter. where i couldn't run my furnace or my air breather. in june new owners took over and i called to settle my bill and gave them the date. they said it would be set up and switched over and a final bill would be sent once its calculated. through all this the have never answered the question from july, august, september, or on word about the credits, and the double charge for july. they back dated by collections to first delinquent in july. yet in june on the 20th i asked about it with no update and i paid $200 waiting for my final bill on the 27th. in august again no info no details. i would like this removed from my credit as i have called many times! i still have questions. i have been in contact and sat down with ******************* of consumer matters. she said BBB and ********** of alberta complaint if that fails then we show it on tv and tell the story. im hoping to not have to post a ****** review with pictures as well. please respond and fix this as thank you

  Business Response

  Date: 28/10/2022

  ENMAX has connected with ************** and is working with him to resolve his concerns.

  Customer Answer

  Date: 28/10/2022

  
  Better Business Bureau:
  
  I have been in contact with enmax and after months of dealing with the issues, enmax has stepped up and is in the process of correcting the issues fully. i couldn't be happier that i was finally heard! and a resolution found. 

  Many thanks to *******, and the enmax advocacy group team :-), im sure they are not appreciated enough 

  Thank you :-) 

  
  Sincerely,
  
  ***********************