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Business Profile

Pipe Line Companies

Enbridge Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pipe Line Companies.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample. 

Complaints

This profile includes complaints for Enbridge Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Enbridge Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 86 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:21/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 am writing to formally dispute a recent charge applied to my Enbridge Gas account. Since moving into my new home, I have completed all the necessary paperwork to set up a new account and have provided pre-authorized payment information. I have never missed a payment and have always paid my bills on ti**** was recently notified by email that there was an error in calculating my monthly gas bill, and Enbridge has now retroactively billed me $1,610.91 based on back calculations. I understand that mistakes can happen; however, this charge is a direct result of an internal error that I had no knowledge of, nor any control *******'s also important to note that I currently use a heat pump for heating, which significantly reduces my reliance on natural gas. For this reason, I had no reason to suspect that my monthly gas charges were incorrectI genuinely believed that my lower usage was being reflected accurately in my bills.While I appreciate that a four-installment payment plan was offered, I find it unreasonable to be held financially responsible for a mistake I did not makeespecially when I have complied fully with my obligations as a customer. Requiring me to suddenly pay this amount by mid-July places a significant and unfair financial burden on **** want to be clear: I do not accept this back charge, as it stems entirely from a mistake made by Enbridgenot from any action or inaction on my part. I fulfilled my responsibilities as a customer in good faith, and I do not believe it is fair or acceptable to transfer the financial consequences of your billing error onto me after the fact. I am requesting that this charge be Waived due to the error being entirely on the part of Enbridge.Please let me know how this can be resolved in a fair and customer-focused manner. I am happy to cooperate, but I do not believe I should be penalized for an error that is not mine.

      Customer Answer

      Date: 30/04/2025

      Someone contacted me from enbridge gas advising to speak to a customer service and if they cant help I need to escalate the issue which I did and still never heard back from them since I asked for an escalation. 

    • Initial Complaint

      Date:27/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Its been almost a year and I havent received my heat pump rebate

    • Initial Complaint

      Date:25/11/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      In May our ******* Plumbing and Heating requested a pressure increase for the gas supply line to our farm. Enough time has passed and we don't know where we stand on this issue. Winter is coming and we need the gas. Granting us this request will generate Enbridge more sales to us. That this is not complete yet and that we have no information or a completion date is unacceptable.

    • Initial Complaint

      Date:13/08/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 partially lease my property to tenants so I requested Enbridge Gas to provide a final bill ending on 30 June ********************************************************** However, my tenants decided to move out on 8 July 2024. Once again, I contacted Enbridge Gas and provided an actual meter reading taken on 8 July 2024. Since then, Enbridge Gas refuses to provide bills with actual meter readings but inflated estimated readings based on usage in the area. I dislike and refuse to pay for gas that I have not used. I contacted Enbridge Gas multiple times to provide these meter readings but I am not being provided bills either by mail or email. Today, I received a "Gas Collections Notice" which is ridiculous for natural gas that I have not used. Why cannot Enbridge Gas employ competent staff who can issue bills for actual gas meter readings? I telephoned Enbridge Gas over one week ago and was informed that this would be resolved but rather it has been escalated unnecessarily. Can you please address the bills so that I have accurate bills based on actual natural gas usage? Also, my gas usage is so minimal at my property because the only appliance using natural gas is the tankless hot water unit.

      Customer Answer

      Date: 16/08/2024

      I selected "Other" and specified that the bills for Enbridge Gas need to be amended according to actual readings and not estimated readings.

      Customer Answer

      Date: 19/08/2024

      I selected "Other" and specified that the bills for Enbridge Gas need to be amended according to actual readings and not estimated readings.

    • Initial Complaint

      Date:07/06/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 closed my account with ********************** dgas last May 2023 and I received an email stating that the account is already closed and they will not charge me anymore after that date. After a year I received a bill from the mail for $511.31. I closed that already and no one using gas in my household.

    • Initial Complaint

      Date:20/03/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      The billing is very innaccurrate, and when you call the mainline, they are very unhelpful, leaving you feeling stranded and exposed to negative effects of a bill that you don't agree with

    • Initial Complaint

      Date:28/02/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Impossible to get in touch with them by phone, chat or email. My equal billing amounts way too high and I want to get it reduced

      Customer Answer

      Date: 28/02/2024

      You are correct. when I can reach someone at Enbridge who has the authority to investigate and respond to my issue.  Even if they decline the request - at least they will have discussed it and explained why .  

      Customer Answer

      Date: 10/04/2024

      Not sure why this complaint ended up in ******* and BC!!   Maybe because that's where Enbridge is based???  I'm in *******!   Just to let you know, I have heard absolutely nothing from Enbridge despite several attempts to find a working phone number that humans answer - and several social media postings and enquiries.    They are worse than Bell Canada!!

    • Initial Complaint

      Date:31/01/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      We moved into our house in 2021 and set up our Enbridge account. We never had any issues, never received a notification of missed payment.2 years later (Oct 2023) received an email stating we owed over $2,000.00. Never received a call, never received any notification that a monthly bill was passed due. 2 years with absolutely no contact from Enbridge regarding our account. As we had our account set up in 2021 we expected no issues. Gas never got shut off. No letter to advise of a missed payment. I contacted customer care and spoke with preet. She referred me to supervisor named *****. She stated that Enbridge had set up the wrong meter which caused a 2 year delay in billing. She said she was going to escalate the issue but that was 3 months ago. We refuse to pay a bill that should have been coming out of our account monthly as we requested 2 years ago. Contacted the ombudsman who stated they would only take $300 off our bill. This is unfair as it is enbridges responsibility to ensure proper equipment is installed. This is not a customer obligation. Had we received adequate notice of such issues, we would have happily complied. We were not notified for 2 years! It also took several months to get a reply from Enbridge.

      Business Response

      Date: 31/01/2024

      We are working with the customer to resolve the issue.

      Customer Answer

      Date: 31/01/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:24/01/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 was sent a bill for address **************************************************** and I am not the owner of that address. I have not moved into that address at any time. The owner of that address is *************** and they are located at **************************************************************************. I tried to call Enbridge customer service to let them know and they kept hanging up the phone on me. Enbridge customer service is terrible. I am requesting that all bills to the above address ********************** be issued to the current owners *************** as again I am not the owner of that address.

    • Initial Complaint

      Date:08/11/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ref Case : ********** Hi,I had tried to contact Enbridge for a follow up regarding above mentioned case no. There is no communication or support and it seems the company is not taking any responsibilities and trying to brush off the matter.Around August 18th evening around **** PM left a notice on the front door our gas is shutoff.As soon as we saw that notice later when I was back from work, we called Enbridge customer care to understand the reason. As far as we knew there were no overdue account, as we had pre-authorize payment from our Checking Account. After talking with Enbridge customer service, they informed that this was an empty property and our account was deactivated and someone else opened the account on this property under different name. This was not communicated to us to verify about any deactivation or property being empty in any form.In short it looks to me that Enbridge had a major Data breached which resulted in system hacking and the customers were not informed. Customers like me had our banking and personal information which would have leaked and Company never bothered to communicate.When I raised this question your customer service assured that there will be internal investigation done and someone will follow up with the findings.Now last week I received a bill of $2540 in the regular email which we use to receive before. Today had a follow up call for action items promised by Enbridge and action item was just the bill adjustment as part of the follow up no internal investigation. I was Expecting a thorough investigation with internal RCA how was customers gas disconnected without any outstanding or overdue bill. Why was the account changed to someone else's name without any verification there are lots need to be answered ?When asked about email contact your customer care representative says we don't have any email and I was surprised that Publicly traded company line Enbridge does not have email for customer relations issue.I am disappointed with this solution and the billed which is not even our fault and there is no apologies regarding the gas getting disconnected on Friday and never got back till ***** PM which resulted in ordering food for my house guest party that evening from outside and embarrassment.

      Customer Answer

      Date: 08/11/2023

      Now Enbridge is sending new bill saying different amount than the original from the internal ticket raised. I think company like Enbridge which is publicly traded comes under regulated business compliance. They should have internal audit as well as RCA done and now it is the question how many customers are being billed incorrect ? Is the billing done so far was correct ? 

      Business Response

      Date: 20/11/2023

      We are working with the customer to resolve the issue

      Customer Answer

      Date: 22/11/2023

       
      Complaint: 20842042

      I am rejecting this response because: there is nothing changed instead of accepting they are encouraging the customer to go for formalized complaint in ******* ************* Looks like this is normal issue to them disconnecting customer's gas connection even though it is no fault from customer and not even following their own standard operating procedure for disconnection.

      Sincerely,

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

      Business Response

      Date: 24/11/2023

      We are working with the ******* ************ and the customer to discuss the issue.

    Enbridge Inc. is NOT a BBB Accredited Business.

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