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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

    • 85 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:27/01/2023

      Type:Billing 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.
      We would like to report a billing issue with enbridge gas. We noticed an issue with our bill on March 7, 2022 and reported this to Enbridge immediately. Bill date Feb 4: $****** - paid $****** on Feb 15 (Reference number provided by ******* is ******)Bill date Mar 7: $****** The incorrect March Bill displays the following: Balance from the previous bill was $****** (which was paid in full on Feb 15)Payment received $***** The balance forward was $****** Plus numerous late payment charges.We called Enbridge and the customer service staff member said they used our $****** to pay another person's account and only put $***** towards my account. They told us this would be fixed immediately and we will not have to pay late charges which have not been the case. They told us the account numbers were so similar and they have been this error in the past. This seems unprofessional and presents the company as untrustworthy. April, May, June, July, Aug and now September and the issue has still not been fixed. Seven months without help. The problem is causing me lots of stress as I'm concerned this will affect my credit rating and overall status with the company. We submitted this issue to the Office of the Ombudsman at Enbridge in September 2022 but nothing has been resolved. I lost my job and I'm out of options. Please help us. $*** is a lot of money to us right now. Regards ***************************************************************

      Business Response

      Date: 01/02/2023

      provided explanation to the customer regarding the payment. 

    • Initial Complaint

      Date:23/01/2023

      Type:Order 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've been using enbridge Gas (formerly known as union gas) at my home for the last ten years. Over those ten years the bills have been, for the most part, the same (plus inflation). During the last 3 months I've been issued an $890 bill followed by a $386 bill. This is outrageous and there is nothing I can do except talk to a teller who can only apologize and offer no explanation or solution. I'm peft having to just pay outrageous bills and they just keep sending them and from what I've heard this is not an isolated event.

    • Initial Complaint

      Date:23/01/2023

      Type:Service or Repair 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.
      We purchased a home from ***** Homes and back in August, 2022, the **** contractor sent in an application for natural gas hook up at our new home. We were told that it would take ***************************************************************** as soon as possible. It is January, 2023 and our home is now ready and we will be moving in shortly. Both ***** Homes and the **** contractor had been contacting Enbridge on numerous occasions to figure out why they had not scheduled the hook up. They got no where.Finally, today I get the call from Enbridge. They said that they had emailed me numerous times and I never responded. Turns out they were sending it to the wrong e-mail address. They never bothered to call me or the **** contractor who submitted the application. So now they are telling me that they will not be able to hook up our gas until June because they are backlogged. This is ridiculous. I am going to have to get propane until they can hook it up because not only do I need to heat my house, I also have both a gas stove and a gas dryer. And basically, they are saying that there is nothing they can do, even though it took them 5 months to finally call me.They say it takes so long because it takes weeks to first do the locates (it takes 2 days to get locates) and then there are others before us.

      Business Response

      Date: 03/02/2023

      We have been in touch with the customer, and are working to have this taken care of

    • Initial Complaint

      Date:17/01/2023

      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 have many complains about Enbridge *** their customer service is the absolute worst Ive ever dealt with. I spoke with 4 different associates who did not resolve any of my problems and spoke to me incredibly rude. I was overcharged for my gas consumption they reported a meter read that was more than my actual meter read and not one person offered to right this. I was given excuse after excuse why my gas bills have sky rocketed the past 2 months with no real explanation. Every problem I had was explained away without any actual explanation to how my bills have quadrupled. This happened January 16th 2023. I want to terminate my account with Enbridge immediately and seek another gas company but I cant get my billing issues resolved. Ive called 4 times and every time Im met with rude employees who dont give me any resolutions to my problems.

    • Initial Complaint

      Date:12/01/2023

      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.
      I received a bill from ************ for $**** for the month of October. This bill was obviously much higher than my usual bill of $80-100. I called Embridge regarding this and was told that it was extremely high and they would look into it and get back to me. I never received a follow-up. I just received my next bill for the amount of $****. I called Embridge again and was told that they hadn't looked into my first inquiry and that they didn't see why they should. I'm being billed a years worth of gas in one month. I live alone in a 1100sq/ft home that has a brand new furnace and water heater. I need this sorted out.

    • Initial Complaint

      Date:12/01/2023

      Type:Billing 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.
      I have been an Enbridge Gas customer for 8 years (since purchasing my home), have never missed paying a bill. I use the **** program (equal monthly billing). My bill doubled this year, but that is not the issue. I last received a bill from Enbridge Gas in September 2022. Since then, I have reached out several times asking about my bill and my services, with assurances each time that they were aware of the issue, and that I would be billed almost immediately - I have not been billed. The last time I called was December 29, and the agent (who refused to give me an employee number) told me that my bill would arrive by Monday, January 2. It still has not arrived and does not appear on my online account. When Googling this issue, it looks like it happens to long-time customers over and over again. I would appreciate you assistance with this matter. I have spent so much time reaching out and being directly lied to, that I now request the 3 months they refused to bill me be paid by Enbridge.Thanks,******

      Business Response

      Date: 23/01/2023

      We are working with the customer to resolve the billing issue.

      Customer Answer

      Date: 26/01/2023


      Complaint: ********

      I am rejecting this response because:

      I asked for the 3 months that they refused to bill me, despite my requests, to be covered by the company, and they instead have now charged me for those 3 months.

      Sincerely,

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

    • Initial Complaint

      Date:11/01/2023

      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.
      Hello Enbridge acct no: ************** 2 Hello,I own a restaurant in ****, we planned to open this business in April of 2020, due to Covid-19, we had to move our opening date to August 2020, I have opened the enbridge account Jan. 2020, eversince the account have been open we have been paying regularly via pre-authorized payment. Fast forward to December 2022, Enbridge has sent a whopping amount of $$6,869.73, I was completely in shock with the billing amount! I called customer service a few times with no help except for 1 time, the customer service rep kept me on hold and said she had opened the case and some one will get back to me with the answer and she has put a hold on account so it will not go to collection. I have yet to hear from anyone and Enbridge have sent another bill along with the new amount of $8,060.66. I have tried to connect with their ombudsman department regarding the huge amount of bills they have sent us but have not received any response from any one as of yet.our meter are right at the back where they are easily accessible for enbridge personnel to get access to reading meter etc. if I have billing dispute with enbridge they will not look at past 3 billing cycle, so, how do they justify sending a huge bill when the error lies with their billing system? if they have sent me regular bill, it would have been all paid on time as account was setup as pre auth debit. I would like enbridge to please correct this issue as soon as possible and give us solutions to this issue.Thank You

      Business Response

      Date: 03/02/2023

      Actual readings were being done every other month as scheduled.  When the actual readings were entered, they were much higher than the consumption from the customers historical usage so the readings were not used and estimated instead.

       

      Im unsure if the restaurant was closed during sometime over COVID, but they were only paying their monthly customer charge and no gas usage.

       

      When the November actual reading was taken, it was found the actual readings which were not used initially should have been billed to the customer.  We adjusted the account back to November 2021 and re-entered all the actual readings which were obtained but not used which resulted in the high bill.

       

      I have attached all invoices from November 2021 to the most recent as well as a spreadsheet showing the actual readings which were entered and the consumption billed.

       

      If the customer needs to make arrangements to pay off the balance, we can split this over 12 months if required.

       

      Thank you,

      Customer Answer

      Date: 10/02/2023


      Complaint: ********

      I am rejecting this response because:

      We have been open 7days a week every single day since we have open for business in August 2020.  Enbridge had plenty of time to complete the accurate reading and charge us accordingly through out the months. I do not agree with bulk billing in thousands of dollars to small business in time we are all trying our best to stay a float. Enbridge have been billing us and we have been paying regulary each bill without any issue.  All I request of them to consider it was their error and as business owner I should not have to pay for their mistake in thousands of dollars.

      Sincerely,

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

      Business Response

      Date: 14/02/2023

      We have responded to the customer and have resolved the issue to their satisfation.

      Customer Answer

      Date: 27/02/2023


      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:10/01/2023

      Type:Product 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.
      Enbridge bill calculation is wrong. Firstly, In the Jul bill, we have a total amount of $****** in credit and in the comment it says ?By July, the goal is to have the different close to $0?, So in this bill, the month?s installment is ****** in credit, meaning we should get a refund of that amount, which we never did. Secondly, on average we use around ****^3 per month, but the company charged ** *** m^3 on Aug bill. The meter read on Jul 18 bill is ***** m3 and the meter read on Jul 20 is ***** m3, meaning we used *** m3 in 3 days, this is impossible in any way. They overcharged us 513 dollars and cleared our ****** credit for no reasons.

      Business Response

      Date: 02/02/2023

      Good morning,

       

      Thank you for your email.

       

      The invoice issued on July 20th, 2022 showing a credit of $****** was the final **** month.  The difference between gas used between September 2021 and July 2022 and **** installments billed for is billed out.  You did pay for more gas than used while on the plan and were provided a credit.

       

      A reading was on July 20th, 2022 of ***** which billed you for ***** and used up the credit provided on the July statement.  Another reading was provided by you August 23rd, 2022 and September 22nd, 2022 which verified that reading.

       

      The estimated gas charges during the time you were on the **** plan should have been higher which would have eliminated the credit billed on your July 2022 invoice.  Unfortunately, we were unable to access the gas meter due to a locked gate and had no option but to estimate your consumption.  Notices were also left requesting a reading be provided by you to ensure we are accurately billing you.

       

      The **** plan has been cancelled per your request and the current balance owing is $******.  We have not received any payment since July of 2022.

       

      If you would like to make arrangements to pay off the balance owing, I can split the balance over six months ($***** per month) which would be on top of your current charges.

       

      I have attached the invoices showing the finalization of the **** plan, the readings you provided and the current charges.

       

      Thank you,

      Customer Answer

      Date: 03/02/2023


      Complaint: ********

      I am rejecting this response because:

      Explanations for the billing cannot be accepted.
      It is impossible to consume *** cubic meters of gas in August 2022.

      From Oct 18 to Jan 17, I consumed *** m3 ************=***)
      How to consume ***** gas in Summer within one month?
      I replied and haven't got the response.
      Would you plz get involved in my case?
      * *** ******* ** ********* 
      Emails between Enbridge and I as followings.
      Looking forward to the fair and  reasonable billing.
      Sincerely,


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

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair 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.
      Enbridge acc # ************ in August of 2022 we paid Enbridge $3024 plus tax to pay out a rental water heater as billed on the Enbridge account from ********. They double billed ** for the buy out. Each month since August we have called Enbridge to have the correction made. Each month we are told the correction will be made but the charge continues to show up. We called again today Dec 30, 2022 and were told again it would be corrected but we are very worried that they will lose track of their many promises and will continue to carry over the charges with interest which is currently about $3500. We need your assistance to have this corrected once and for all! We appreciate any help you can provide.

      Business Response

      Date: 04/01/2023

      The third party billed the customer for the buyout of the rental products, we are working with the third party to ensure this is corrected asap.

      Customer Answer

      Date: 05/01/2023


      Complaint: ********

      While we agree with th action that has been taken we do not agree with the details of the response.  

      First I would like to send our appreciation to you for the progress you have so quickly made.  You have achieved more in a couple weeks than we have in six months!

      As to the response given by Enbridge it does not include the fact that this is an incorrect double billing on their billing directly to us and we have already paid for the water heater rental buyout 6 months ago.  We have no money owing to ********.  Enbridge has tried on several occasions to have the error corrected.  It also suggests that the third party billed us which is not the case.  Our bill for this error comes from Enbridge.  We have no direct link with ******** and have no way to influence them to act. Unfortunately Enbridge is our only link to having the error corrected. We fully realize that it is not Enbridges error but they are the only one that has influence in this case.  They should be able to easily reject the request for payment from ******** as the error has been agreed upon by both ******** and Enbridge.  

      As we have been told on several occasions by both ******** and Enbridge that this issue would be corrected over the last 6 months we cannot consider the issue resolved until our Enbridge Gas bill no longer contains the error.  


      Sincerely,

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

      Business Response

      Date: 25/01/2023

      This is a third party billing issue.  We have disputed the charges on behalf of the customer, The 3rd party has corrected the billing issue. The customer has been informed

      Customer Answer

      Date: 27/01/2023


      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.

      We really appreciate the help you have provided. 

      Sincerely,

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

    • Initial Complaint

      Date:01/12/2022

      Type:Billing 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.
      I have been overbilled. When I called in to address the issue, the initial representative consulted with a manager and confirmed that I was overbilled and that they would mail me a revised bill. Enbridge did not. I have subsequently called their office 3 more times, requested a callback from a manager twice, and have paid each bill thus far to keep my account in good standing, and I continue to receive bills that do not reflect the original amount overbilled, not the subsequent payments. I have spent approximately 5 hours on this matter with no resolution. The last representative I spoke to agreed that this was unreasonable. I have my written records with dates and times of calls, representative names, and actions that were to be taken. Thank you for your help.

      Business Response

      Date: 22/12/2022

      We have sent an email to the customer explaining the bill.  

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