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 Distribution

  PO Box 650 Scarborough, ON M1K 5E3

• 

  Enbridge Gas Distribution

  500 Consumers Rd North York, ON M2J 1P8

• 

  Enbridge Gas

  3840 Rhodes Drive Windsor, ON N9A 6N5

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:25/11/2022

  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.

  9 month Wrong Bill ** one working on my account to separated it with the construction company.I moved to the house on March 16, 2022- to the Brand New House. The house before March 15, 2022 was belong to ******************************* The Closing Day was March 15, 2022.From May, 2022 I asking to separate my account and the account of the construction company!7 MONTHS I WAITING Every Month I called the Enbridge and they said that they working on my account. Every Month they telling me Do **t Pay Until it will be Separated it Will Be ** Late Payment Charges! And **w Enbridge sending me collection email.They stressing me out for so many months and now treating me with the collection's agency and percentage!Every month they promised me to separated the bill and then again and again I received the same bill. ********* ******************** aware of it and called many times to Enbridge as well. **thing happened. Also each time I called Enbridge they saying that a supervisor will call me. 9 month wrong bill and ***** calls me!I need Enbridge to SEPARATED MY ACCOUNT with ********* ******************** and sending me A NEW BILL from March 15, 2022 to December 15, 2022.I WILL NOT GOING TO PAY ANYTHING ELSE ABOVE THOSE DAYS! Please HELP.Enbridge Collections **tice NOV 15, 2022 Dear *************************,This is a FINAL reminder that your account is critically past due. According to our records your balance of $1993.57 is currently overdue.Account Number: ************** 4 Amount Due Immediately: $1993.57 Service Address *************************************************************************************** If full payment is not received, we will refer your account to a collections agency which may affect your credit rating.To calculate your late payment charges multiply your balance owing by 1.5%.Please contact the Enbridge ***************** at ************** to discuss your balance owing, report a payment made or arrange for a payment plan.Thank you for your cooperation,Enbridge Collections

  Business Response

  Date: 09/12/2022

  We have corrected the information and contacted the customer to advise.

• Initial Complaint

  Date:17/11/2022

  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.

  Enbridge had authority for automatic withdrawal for my gas payments at my home *************************************************************************************** I moved to a seniors home and my house was sold and closed on October *** 2022. Every month they withdrew the funds for gas from my account. My bill for service from Sept ** to Oct ** was $****** which was removed from my account on Oct **, as I was on equal billing. The final bill was for service from Oct ** to Oct ****. The bill was $****** which they removed from my account. I complained to them because this final bill shows the previous balance as "UNPAID" and is carried over as a previous balance owing. I believe their program didn't pick up the payment at that time. The final bill included the days of gas usage and a credit for the final meter reading but they charged the $****** again. After an hour on the phone I could not resolve it because they said they understood what I was saying but his screen shows it owing and they ended the call by saying sorry I couldn't help you. I'm 96 years old. I haven't the ability to fight them.

  Business Response

  Date: 09/12/2022

  We have reached out to the customer by email with an explanation of the charges.  

• Initial Complaint

  Date:07/11/2022

  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.

  Enbridge Gas informed me of a bill payment to be made for my account ************ on Sept 21, 2022 in the amount of $*****. I attempted to pay this bill immediately online however their "Make a Payment" button has been made inactive (unclickable) and to this day (Nov. 5, 2022) remains inactive. I called Enbridge Gas to find another solution in the same week. I was recommended to set up a payment arrangement. I did so for Oct. 5, 2022 for the total amount of the Sept. 21 bill ($*****). In the same week I set up pre-authorized payments for account number ************ and was informed that future payments would be withdrawn automatically from my chequing account, however no confirmation came on the Oct. 20 bill date that the *** would be processed (I have another Enbridge Gas account, ************ for ***************. that is successfully set up for *** and processed each month). I learned today (Nov. 5, 2022) that another payment arrangement was set up for Nov. 9, 2022 for $100.26. I attempted to ask **** (the Enbridge online assistant) if the payment arrangement or *** would be processed for Oct. 20 and I was left with an empty chat box for multiple minutes (my internet connection was good, so that was not the issue). I have lost confidence that Enbridge Gas will successfully process this payment and, as a result, this will appear negatively on my credit report. So, I opted to finally pay by credit card and the additional fee that Enbridge charges. I would like an explanation from Enbridge Gas as to why the payment arrangement did not proceed as planned on Oct. 5 and why the *** for the ********** property does not appear to have been processed for the Oct. 20 statement and why the "Make a Payment" button appears non-funtional as this has caused me undue stress having to make countless phone calls and visits to the Enbridge Gas website and my credit report risks having a ******************* as a result of a missed payment.

  Business Response

  Date: 08/11/2022

  We have contacted the customer and are working with them to resolve the issue.

• Initial Complaint

  Date:21/09/2022

  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.

  Enbridge mixed up my invoices. I called them several times. They ****** me for allegedly unpaid bill. I talked to them Sept 13 2022 and we went through my accounts: *******************************, ** ********************************************** ***********, ********************************. She said I have NO unpaid balance. They sent this email to me a few times, That is a charge from ******** for ******************************** which was sold June 27, 2022 until which I paid all the monies. I called ********. They confirmed the same. They said I OWE NO MONEY to them. But now, ********* threatens me with collection notice. I have ******** their email and the *** sale record as proof.

• Initial Complaint

  Date:22/08/2022

  Type:Customer Service 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.

  This year has been awful with Enbridge. We had to pay over $*** * different times in Feb. Another amount in March. they took us off our equal billing amount without telling or asking us. We used to pay ***** a month. When I called and complained they put us back on equal billing with some excuse as to why we were taken off. Now we are at ***** a month. Then in May it was a ***** bill. Then the month after that they put us back at ***** a month. I just checked my actual bill and for some reason this months actual bill is ******.....our heat hasn't even been on!!! SO many are having billing issues with Enbridge. Its not fair to us as customers as we have no other options. Please have them fix these issues!!! We deserve something for all this hassle since the switch from union gas. They say they have hired a third party to read meters but ours I dont think have been read.

• Initial Complaint

  Date:03/08/2022

  Type:Product 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.

  On Feb 9th, 2022. I received a letter from Enbridge telling me the **** was overdue. Without question it, I paid right way. Because the amount was significient, so I send my contractor to the building to check the reason cost so much. After checking, all equipments seemed working fine, and I took a picture of meter reading (*****) on Feb 25, 2022. Later, I received march **** of $*******, meter charged to *****. I check back my old bills, discovered that the meter reading on **** of July 2021 was *****, which means they over charged me since July 2021. I did quick calculations, they over chaarged me mini of $******. I called Enbridge on April 7th, spoke to a girl, told her everything I found, and request them to give me refund. She offered me to credit me to this account, I refused, simply becuase I don't have $**** some dollars spare money to prepay them, I have another few accounts with them, I need it to pay my other bills. She understand it, and told me that they will send me a check, but need 30 days, meantime, I told her my other accounts with enbridge, and I'll wait for the refund check to pay my other bills. She told me that I won't get charged for the late fees because this is not my fault, so i waited for the check.... The refund check never came... I called back many times, always same story. On June 1st, 2022, I called again, and talked to another girl. this time, she said this is a big amount, need supervisor approval, need at least 2 month.... I just received a new **** from Enbridge for ***** it's $******* cr. I realized that they has no intension to give me my money back, meantimes, they has been charging me the late fees since I didn't pay the bills for my other accounts. This is not fair. I feel like I got ******, scamed, how could they even charge me that much at begin with? Is there a law or regulation to the utility companies? and after over charged me, why don't they give me my money back? I want to pay all my bills, but I was treated so unfair

  Business Response

  Date: 10/08/2022

  Enbridge has been in contact and is working with the customer to get her issues resolved.

• Initial Complaint

  Date:27/06/2022

  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.

  This is a billing complaint in regards to Enbridge Gas. On my most recent **** from May 18th-June 18th I did not use any natural gas. I switched my hot water heater to an electric hot water tank last year and Enbridge is aware of this. I am still being billed a customer charge for no reason at all. They said I must pay it to keep my account active even though they have not supplied any natural gas to me recently. The only other option they provided was for me to disconnect my service and pay a reconnection charge this is very unreasonable and *********. Why should customers pay fees for services they are not using. I will not be using natural gas during the warm months of the year such as: June, July, August, September and part of October. This will result in over $100 in useless ********* charges for nothing.

  Business Response

  Date: 11/07/2022

  All customers are billed a customer charge.  This covers the fixed costs that don't change whether gas is used that month or not.  Emergency response, pipeline maintenance, 24/7 emergency call centre, meter reading etc.  Called and left a message with the customer

  Customer Answer

  Date: 11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:it's does not cost $25 to write an invoice that's what the customer charge is a total white collar *****. They have other charges on the **** to cover maintenance costs transportation, storage and delivery. This is nothing but ***** to pad the companies bottom line and CEOs salaries. If I am not using any gas over the summer months why should I have to pay a customer charge just to keep my account open. Last year I didn't pay anything over the summer months to keep my account active. I use a electric water heater for this very reason because natural gas is a rip-off due to all the ridiculous charges which increase based on consumption. Transportation, storage and delivery charges for something that sits in a pipeline in the ground. I do not accept this *****ulent and ********* response from the business.

  Business Response

  Date: 15/07/2022

   The customer charge covers the fixed costs whether or not gas is used ie emergency response/24/7 emergency call centre, pipeline maintenance and meter reading.  

• Initial Complaint

  Date:22/06/2022

  Type:Product 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.

  While closing my enbridge account (as I moved into a basement apartment from a house), I was informed that my last payment would need to be made through the bank. This was due to the payment being deferred (offered by the company) despite all previous payments had been removed through a Pre-Authorized Debit transaction. On May 25, 2022 I had received an email reminding me to make the payment which was due May 27. I went to my bank and paid the **** directly. I immediately contacted an enbridge agent to report my payment and to ensure no money would be removed from my account moving forward. The woman informed me that there would be no funds removed from my account and that everything should be taken care of. Unfortunately, they removed additional funds from my account despite the conversation I previously had. I contacted the company immediately and was informed that once the payment was posted on their end, they would be able to refund my money which would take no more than a day or two. I waited for the payment to be posted to my account which was May 30 and immediately contacted the company again. This time I was told it would take 15 days to refund my funds as I no longer have an active account. I requested to speak to somebody higher up and they forwarded my call to a woman named **** who claimed to send an email to payroll requesting a sooner refund date and gave me her extension to call if there were any issues. I received an email from the company stating that my negative balance is due on June 15 and assumed that was the refund. I logged into my enbridge account and it states the payment should be refunded within 1-2 business days. It has been over 22 days. I have attempted to contact **** using her extension and have left multiple voicemails to no reply! I called on June 17 at 10am and again on June 21 at 8am and again at 4:30pm leaving voicemails to no reply! I dont understand their need to hold my funds they took against my permission. I will try again.

  Business Response

  Date: 04/07/2022

  SENT EMAIL TO ******** ADVISING OUR RECORDS INDICATE ETRANSFERS WERE COMPLETED:

  EMAIL IS ADVISING THE FOLLOWING PAYMENTS WERE ETRANSFERED AS FOLLOWS:

  My records indicate that etransfers were requested to the email address of  ************************ as follows:
  
  **** ** ****              * ****** **** ** ****              * ******* **** ** ****              * ******
  
  Did you receive notification that etransfers were sent and would require you to acknowledge?  Possibly also checking your SPAM folder?
  
  If you can confirm what the status is today of the monies noted above and if they have been received and now deposited into your account.

  Customer Answer

  Date: 04/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me. It seems nothing more can really be done. The money has been returned (a month after it was taken and double the amount of time promised) but I was hoping for accountability for the lying, avoidance, disrespectful behaviour and just complete unprofessionalism. It seems there will be an investigation and training opportunities to follow this incident. Thank you for all your efforts! I greatly appreciate your time on this matter!
  
  Sincerely,
  
  ***************************