Complaints

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

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  Enbridge Inc.

  3000 Fifth Ave Place 425 1 St SW Calgary, AB T2P 3L8

• 

  Enbridge Inc.

  500 Consumers Road North York, ON M2J 1P8

• 

  Enbridge Gas

  3840 Rhodes Drive Windsor, ON N9A 6N5

• 

  Enbridge Gas Distribution

  500 Consumers Rd North York, ON M2J 1P8

• 

  Enbridge Gas Distribution

  PO Box 4570 North York, ON M2J 1P8

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:28/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  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:

  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.

   
  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,
  
  ***************************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.

• Initial Complaint

  Date:24/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 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:

  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.

  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 ? stomers 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.

  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.

• Initial Complaint

  Date:07/11/2023

  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.

  Ombudsman , has COMPLETELY CONTRADICTED their statement that the usage was being billed correctly yet ADMITS I was billed for the INCORRECT consumption/ meter!!! (This is also only a number given to me with NO PROOF as promised for EVERY month/ bill and usage for MY meter) The bill I received also BLATANTLY LIES by stating the meter was REPLACED, I have 2 separate meters on my bill yet photo of meter also shows (taken March 15th, the correct meter does not match the actual consumption that I was asked to provideThe number for consumption used when finally billing t me for MY correct METER is way off which obviously when I went online and imputed the ACTUAL consumption reading online it made my bill soar as it showed I used MUCH MUCH more gas than actual. I need to understand HOW it is in 1 email the *************** can say no, u were billed correctly and 1 sentence later ADMIT I was billed incorrectly WITH an incorrect meter????? MAKE IT MAKE SENSE!!! AND LIE ABOUT THE METER BEING REPLACED??!!!!! ALONG WITH ONLY GOING BACK 1 year vs 2+ yearsI WANT THE METER THAT WAS NOT MINE THAT I WAS BEING CHARGED ILLEGALLY FOR TAKEN OFF OF MY BILL AND ALL LATE CHARGES. yself and the gentleman did exactly that. (I asked permission to record the conversation for my records) He obviously agreed that the information provided was in fact proven to be truthful. From there I was in contact with the *************** as after over 6 months the billing department as well as Enbridge had yet to resolve the problem. I also contacted the BBB hoping to speed up the process and from there received response from The *************** stating that correction of the meter information and billing was to be adjusted.

  Customer Answer

  Date: 07/11/2023

  
  Ombudsman , has COMPLETELY CONTRADICTED their statement that the usage was being billed correctly yet ADMITS I was billed for the INCORRECT consumption/ meter!!! (This is also only a number given to me with NO PROOF as promised for EVERY month/ bill and usage for MY meter) The bill I received also BLATANTLY LIES by stating the meter was REPLACED, I have 2 separate meters on my bill yet photo of meter also shows (taken March 15th, the correct meter does not match the actual consumption that I was asked to provideThe number for consumption used when finally billing t me for MY correct METER is way off which obviously when I went online and imputed the ACTUAL consumption reading online it made my bill soar as it showed I used MUCH MUCH more gas than actual. I need to understand HOW it is in 1 email the *************** can say no, u were billed correctly and 1 sentence later ADMIT I was billed incorrectly WITH an incorrect meter????? MAKE IT MAKE SENSE!!! AND LIE ABOUT THE METER BEING REPLACED??!!!!! ALONG WITH ONLY GOING BACK 1 year vs 2+ yearsI WANT THE METER THAT WAS NOT MINE THAT I WAS BEING CHARGED ILLEGALLY FOR TAKEN OFF OF MY BILL AND ALL LATE CHARGES. 

  Business Response

  Date: 09/11/2023

  We are working with the customer to resolve the issue

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Sept 12, 2023-Enbridge technician came to do restoration work on the gas meter encasement.He just taped the holes that allowed rodents to enter and furthermore, in entering the yard forced the gate open in the opposite direction which now does not allow the gate to be opened as it should and only provides a 45 degree opening in the new/opposite direction. This does not allow me to move some ************** my back and front yards, especially my recycle bin.Sept 13-Registered a complaint. Was told my concern would be given priority status and that the situation would be resolved within 10 business days.Oct 2, Oct 23-Made follow up calls. Was told my case was referred to the ***************** which could only be reached internally via e-mail.Oct 26-Left a message with the ****************** whose message indicated it may be a ***** day wait to hear back due to backlog.

• Initial Complaint

  Date:31/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Dear BBB,I am writing to formally file a complaint against Enbridge Gas regarding an issue with my gas account. The situation has caused me significant frustration and financial burden, and I believe it is necessary to bring this matter to your attention for resolution.Account Details:Tenant Name: Raj --------Account Closure Date: June 19, 2023 Property Address: ***************** Meter Reading on June 20, 2023: **** Account Transfer to Landlord: account # ************** 1, from June 19, 2023 to June 26. 2023. Chronology of Events:Account Closure and Transfer:On June 19, 2023, my tenant, ***, closed his gas account, which was automatically transferred to me, the landlord.On June 23, 2023, I called Enbridge Gas to close the gas account from June 26, as nobody occupied the house, and the water heater was turned off when *** moved out of the property on June 20.Billing Discrepancy - July/August Bill:I received a gas bill for the period June 19 to June 26, 2023, which indicated an estimated reading of 7220.I contacted Enbridge Gas to report my concern about the reading, as the estimated reading was incorrect.The actual gas meter reading on June 20 was ****, meaning that **** is the actual gas consumption of my tenant under his account period, before June 20.Billing Discrepancy - September Bill:On the bill dated September 13, 2023, the actual reading was reported as **** for June 19 to June 26. The amount is $72.75.I contacted Enbridge Gas again to complain about this reading, stating that it had already reached **** on June 20.An Enbridge Gas representative informed me that they would adjust the bill to the acutal reading of ****, and then I should pay for the gas consumption based on the reading of ****.Unfair Billing Practice:During this conversation, the representative warned me that I would be charged more than the reading of ****.I explained that it is unfair to force me to pay for the gas consumption of the previous account holder.I asserted that Enbridge Gas should collect payment for the gas consumption up to the reading of **** from the previous account holder because on June 20, the reading was indeed ****, and there was no gas consumption on the property from June 20 to Sept 21. The current account *******************, set up his gas account on September 22.I believe that Enbridge Gas's billing practices in this situation are inequitable and place an undue financial burden on me as the landlord. It is unreasonable to expect me to cover the gas consumption of the previous account holder when the meter reading clearly shows that this gas usage occurred during their tenancy.I kindly request that the Better Business Bureau intervenes in this matter to ensure that Enbridge Gas addresses this issue appropriately, amends the billing discrepancies, and ensures that I am not unfairly charged for gas consumption that was not under my control during the specified period.I appreciate your prompt attention to this matter, and I look forward to a resolution that is fair and just.By the way, the actual reading of Oct 27, 2023 is ****. photo is attached.Sincerely,

• Initial Complaint

  Date:18/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We had an Enbridge natural gas line installed to our home on January 31, 2023. The contracted company was here to install the line and an Enbridge worker was present, also.We received our first bill in March of 2023, totalling $175.07 for our monthly usage. We received our next month's bill in April of 2023 which totaled $300.43. To our surprise at the bottom of this bill it had an "extra length service charge" for $192.00 plus tax, totalling $216.96. We were never made aware of any additional charge for the installation at any point in time until we recieved this bill. Prior to installation, Enbridge provided email information stating that "a cost analysis will be completed to determine if an additional expense is required to add the natural gas main line extension. A cost estimate will be provided to the customer." I personally contact ********************** monthly to resolve this issue. Being told more than once that in the installation notes there is no details that an additional charge was needed. I've been told someone would call me back, several times, within 48 hours, no calls. Our bill has gone to collections twice because of this. I was told by Enbridge there was something placed on the account so there would be no issues if the full amount wasn't paid until this is handled. The first women I spoke to re: this at Enbridge told me to only pay our "usage" amount and not the extra charge amount. I called again today and spoke to someone named ****, in operations who said "the issue keeps coming back as a valid charge, there's not much else we can do." I asked for a copy of the estimate that was to be provided to me regarding this extra charge and **** stated he didn't have that as he was in operations, not service. We were never provided ANY estimate regarding any additional charge. If we were made aware of this why would I bother calling monthly to have this resolved?

• Initial Complaint

  Date:13/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Three months ago I requested the gas line going to my house be disconnected at the mains so that I could complete necessary renovations on my property. Enbridge turned my gas off at my house and demarcated with paint where they would need to excavate the line...all very good. But I was told it would *********** to 8 weeks for them to show up here and complete the task. Three months later, nothing. The only communication I've had is that "they haven't forgotten me". It's proven nearly impossible to connect with anyone from Enbridge from the get go. Their automated phone systems put you on a continuous counterproductive loop. I've had to call their emergency number in order to deal with anyone. They finally gave me a number to call about my work order but nobody ever picks up the call or responds to messages. My contractor is working at another site where Enbridge has given a date 4 weeks out to have the exact same task completed. Now the weather is cold, I don't have heat in my house and my contractor might have to postpone the project til next year as he is unable to provide a date for the backhoe operator to start the project. I'm powerless in this situation, without heat and no way to communicate with Enbridge.