Business Profile

Utility Contractors

EPCOR Utilities Inc.

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Complaints

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

Customer Complaints Summary

38 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:28/02/2025
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.
Approximately March 2024 I was left with a large bill that my X did not pay. I am on disability so I have a very limited income. I spoke with a *** on the phone and told them of the situation. I also told them I do not have a copy of the bill and agreed to pay it off in instalments once I receive the bills. They said it would take 4 to 6 weeks for me to get a bill. I knew I would have to pay the bill anyway. So after 5 weeks I started making payments. They put my account to ********* before the 6 weeks lapsed. They did not even acknowledge any of my payments. I never ever spoke with anyone from ********. I continued to pay what I could every month directly to my account. I never ever made one payment to *********. Even after the account was paid in full ********* still were calling and texting me. I eventually responded to a text. I said the account is paid in full. They still continued the calls and texts. I eventually blocked them. Because I kept up to my side of my agreement with Epcor I feel that there should be absolutely no **** on my credit ***ort regarding this. I am asking Gatestone and Epcor to wipe this completely from my credit history.
Business Response
Date: 04/03/2025
When billing is ended and an account is closed, ********************** will provide a final statement for payment. If payment is not received by the due date, we will send out a final notice notifying the customer our next steps are to forward the account to an external Collection Agency.
We have spoken directly with the customer and resolved their concerns.
Initial Complaint
Date:19/02/2025
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.
Received a suspicious letter by mail last year stating a company *** never heard of wants to change my water meter, I called epcor, they knew nothing about it, listen to your own recorded calls. Jan **/2025 get a notice at my house saying water will be cut off in ** days if i dont call some company *** never heard of, I call, its Epcor who answers, and this notice also actually said epcor on it, none of the other Ive gotten said epcor on them until this one, this time they tell me its to change my water meter. Within 8 days of confirming its real this time, I booked the appointment. I have also been getting $***** charges for non standard water on my bill for a few months all of a sudden I do not know what this is, and did not approve it, there are also late fees as I refuse to pay this made up charge I was never informed about. Since Jan **/2025 I call epcor and now they are closed when they are supposed to be open,I leave a voice mail and they never call back, I emailed them on Jan **th also, theyre reply says they will get back to me within ** days, its been ** days, no reply. Im ******** this charge has something to do with the meter, but epcor just ignores me and charges me late fees, so i keep not paying. My bill is paid in full and on time every month minus this fee and late charges on it, and Im still be charged it even though the meter change is booked, so no idea what it is. These charges are now at $****** on my bill that is otherwise paid in full, it needs to be removed immediately, and any negative reports on my credit need to be removed immediately. And since Im being treated this way, and there is no read out on my current meter they installed years ago, and their installer dumped his garbage all over my yard, I am calling for a full audit of my account since this meter was installed as I see this company treats people like personal piggy banks and ignores them. This is illegal and must stop immediately. New meter must display current usage.
Business Response
Date: 05/03/2025
EPCOR was unable to obtain consent to respond with specific account information.

EPCOR is installing water meter reading devices ? also called Advanced Metering Infrastructure or *** ? on most water meters in ********. These water meter reading devices will remotely provide accurate,timely water consumption information in a safer and more environmentally-friendly way.
Water meters are located inside homes and properties,usually in the basement. To install the devices, customers will need to schedule appointments with our installation provider, ******************************** is experienced in this type of work and has worked in communities across *******

Customers receive the following communication from EPCOR Water Services (***) and our contractor, ************************, with instructions to make an appointment to have their new AMI water meter installed.

A bill notification from EPCOR about one month before installations begin in their zone
A brochure from EPCOR and our installer, Neptune, about two to three weeks before installations begin
A reference number used for online appointment booking
Reminders from EPCOR and Neptune for those who have not booked an appointment (doorknockers, phone calls or a visit from a Neptune representative)
Regular updates posted on EPCOR's ***************** and Instagram channels

Customers who are unresponsive to the series of EPCOR/Neptune appointment notices will be charged $*****/month for meter readings and will remain in place until they book an appointment or contact us in writing to opt out. If the customer chooses to opt-out, ********************** will still need to book an appointment to install a touchpad to manually obtain a read through a handheld meter reading device.

Customers need to provide access to the water meter under the EPCOR Water Services Bylaw. Failure to provide access for the installation of AMI or touchpad may result in disconnection of the water service.
Initial Complaint
Date:13/12/2024
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.
Epcor FRAUDULENTLY BILLED ME....STATED I OWE ****** ...WHEN I PHONE TO INQUIRE...I WAS TOLD SOMEONE WOULD GET BACK TO ME ABOUT ISSUE....I GOT THIS NOTICE....IT SHOULD BE NOTED I HAVE ANOTHER ACCOUNT WITH CREDIT ....they have refused to deal and have just DEMANDED ME TO PAY THEIR FRAUDULENT BILL
Business Response
Date: 19/12/2024
Unfortunately Escalations has been unable to obtain consent from Mr. ***** to release specific account details.
EPCOR receives notifications from the Distribution Systems Operator (DSO), advising that services are no longer billing with a competitive retailer. As the default retailer for electricity, EPCOR is required to enroll and bill a customer for any electricity consumed at a location.
We are committed to working with our customers and are here to discuss their accounts with them,review payment options, make suitable installment plans. Should Mr. ***** reengage with EPCOR, we are available to further discuss and clarify any of his billing concerns.
Customer Answer
Date: 26/12/2024

Complaint: 22678778

I am rejecting this response because:

Sincerely,
Due to the **** THEY ARE LYING. FOR OVER 4 MONTHS IVE WENT OUT OF MY WAY TO TRY AND RESLOVE THIS MATTER AND THEY INSTEAD OF TALKING TOOK ME RIGHT TO "GATESTONE%CO COLLECTIONS...THEY HAD PLENTY OF TIME TO "CONTACT ME" AND INSTEAD TOOK ME TO COLLECTIONS THATS BEEN HARASSING ME OVER THIS "FRAUDULENT BILL"...THEY CAN MAKE THIS RIGHT IMMEDIATELY....FORMAL APOLOGY ALING WITH GATESTONE APOLOGY ALSO...AND FRAUDULENT **** TO BE ERASED FROM MY RECORD...CREDIT RECORD...AND ANYWHERE ELSE ....WHAT THEY DID WAS #DISCRIMINATION...THEY THOUGHT AND THEIR FOR MADE IT REAL THAT I WAS SOME DEADBEAT....AND THEY TOOK ME TOO COLLECTIONS FOR THEIR OWN INCOMPETENCE...HOW IS THIS SIMPLE QUESTION....THEY SAY IM A DEADBEAT THAT DOESNT PAY HIS BILLS AND THAT WILL REFLECT ON MY CREDIT....BUT YET MY ACCOUNT...ONLY ACCOUNT HAS BEEN IN CREDIT....?AND YET IM A DEADBEAT....?IM SURE IN A COURT OF LAW THIS WOULD BE LOOKED AT THROUGH ****S AND EVIDENCE......ALL OF WHICH I HAVE TO 1000% BACK ALL THAT I STATED...
***** *****
Business Response
Date: 09/01/2025
Unfortunately Escalations has been unable to obtain consent from Mr. ***** to release specific account details.
Customer Answer
Date: 14/01/2025

Complaint: 22678778

I am rejecting this response because:

Sincerely,

***** *****
Initial Complaint
Date:29/10/2024
Type:Service or Repair 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.
On October 25, 2024, at around 12 pm, an epcor technician arrived at my property to replace the water meter. When replacing the water meter he was required to use the main shut off valve. After using this valve it began to leak and the valve seal was broken. In order to have this leak fixed, I am required to have an epcor technician come back to my property to turn the water off at the curb shut off. This is going to cost me 275$ from epcor. So not only did they cause the leak, they are also charging me as a result of their neglect.
Business Response
Date: 31/10/2024
We have received this Customer's consent to release account information to the Better Business Bureau.
EPCOR will be waiving the water turn-off fee for the Customer. He will need to contact ********************** Trouble to schedule the turn-off appointment.
I have left him a voice message with this information. We will relay this again once we speak with him.
Customer Answer
Date: 01/11/2024

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:19/07/2024
Type:Billing Issues
Status:
UnresolvedMore 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 have been receiving phone calls from a credit collection agency daily for the past month, saying i owe them $545.76 Thought it was a scam because i don't owe them that amount. then received a demand letter from a ****************. Saying they are collecting on behalf of Epcor Energy Alberta. with the account number ********. one that is not my account number, today july ******* i phoned ********************** to find out what was going on. After about an hour of the run around, a representative of epcor told me that epcor has opened up a second account on my behalf and i owe that money to the account, i do not owe to that account because i never gave permission to open that account. verbal or in writing I was recently behind on my bill do to losing my business, i have gotten caught up and i have the most recent statement from epcor of the statement date of july 5 2024 and my account has a credit of $18.79 i do not have any other accounts with ********************** under my name or a business. this is it. everytime the creditors call it causes me undo stress and effects my daily life including the ability to concentrate at work, i do not appreciate being hung up on by the operator, i never insulted her or disrespected her, i talk how i talk, that is me and under the right to express myself i can talk how i want. hanging up has caused me another few hours of productivity, Not being able to get this dealt with in a efficient manner is just causing me more undo stress. i repeat, epcor didn't have the right to open another account in my name and address without my permission and i was never told until today, july 19 2024 that a second account under my name with epcor even existed. Opening an account in someones name without permission and adding a total of money to it and then sending it off to collections must be against some law! I have spoken to a friend at ***************************** (not retained) they have told me to try the BBB first. Again i have only one account with **********************.
Customer Answer
Date: 26/07/2024
Billing adjustment - if products or services were incorrectly charged. they opened an account without my knowledge
Business Response
Date: 01/08/2024
EPCOR has contacted the customer; however, has not obtained consent to release account details.
Encor by EPCOR, a division of EPCOR, is a competitive retailer offering electricity, natural gas, and green energy options. Whereas, EPCOR Energy Alberta, is an electricity retailer responsible for billing the Regulated Rate Option (RRO) billing for electricity services and in ********,water and waste services.
Generally, Encor by EPCOR will provide customers who are unable to pay outstanding competitive electricity charges with a final opportunity to bring an account into good standing; however, if the competitive charges remain unpaid, the charges are moved to a new separate (new account) in the customers name and listed with an external ******************

Both, EPCOR and Encor by EPCOR, Customers can contact our credit and collections team to discuss accounts listed with external ****************** Our ********************** is available Monday to Friday between 8:00 a.m. to 6:00 p.m. at ************** (Toll Free) or **************.
Customer Answer
Date: 07/08/2024

Complaint: 22015119

I am rejecting this response because: i have my bill and i have a ***** credit. I also never gave permission for epcor to open another account on my behalf. i have a credit collection agency harassing me Daily about an account I never had. The only phone call i received is from a company that knows a ton about me and i know nothing about them.

Sincerely,

**** *********
Initial Complaint
Date:10/11/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
From October 2022 to October 2023 our home had 18 888 kWh attributed to it.We have been monitoring our household kWH usage daily.We have consulted with 3 electricians who have all come to the same conclusion that nothing is wrong inside our house.We have daily records of all our electrical usage for months and can prove exactly what every appliance in our house uses daily and it does not add up to the number of kWH we are charged monthly. Our house has registered as high as 76 kWh in one day which means it has drawn 316 amps through a 100 amp panel and 100 amp transformers. In our previous house during the summer when the air conditioner was used the electricity consumption would increase by 200 to 300 kw/month. In this house, there is no change if we use the air conditioner or not; strangely some of the lowest use months are when we use the air conditioner. Our empty home used 100 kw in 4.5 days, that is 22 kWh/day. The house beside us had people home with a new baby all day and used 17 kWh/day. This happened again, our empty home with all lights off, electronics unplugged, and the air conditioner and hot water heater turned off at the circuit breaker used 20 kWH/day. The house beside us used 9 kWH/day during that same time period when it was also empty. We have used two different Smart Meters and an analog meter.I have called Epcor about this problem multiple times only to be dismissed. 3 Electricians have come to our house and tested everything and cannot find any problems inside the home. Our electricians have all indicated that the problem must be outside our house such as faulty connection at the meter, frost/heaving causing loose wire connections, faulty coil at the transformer and crossed wires with neighboring homes. Epcor refuses to help.
Business Response
Date: 22/11/2023
We have received this Customer's consent to release account information to the ****** ******** ******.
At this time we are working directly with the Customer to help resolve their concerns. EPCOR has had 3 different meters at this site all recording the same amount of consumption. We are looking into seeing how we can further assist the Customer in finding the cause of his high consumption and will respond once we have further details. We have advised him we will provide the details to him once we have more information.
Customer Answer
Date: 22/11/2023

Complaint: 20855412

I am rejecting this response because: They have not solved the problem of the allegedly high usage and they are not looking into the billing discrepancy as we described in a previous email to ***.

Sincerely,

***** *****
Customer Answer
Date: 22/11/2023

Complaint: 20855412

I am rejecting this response because: They have not solved the problem of the allegedly high usage and they are not looking into the billing discrepancy as we described in a previous email to ***.
Further to our complaint about Epcor, **** ********* ** ********* Epcor has forwarded to us through the UCA the following kWh monthly usage for our house. Using the chart below provided by Epcor the yearly total for October 2022 to October 2023 is 18 239 kWh. Our bills for that same time frame are charging us for 18 868 kWh. That means we have been over billed by 629 kWh. We have attached our bills from that same time period to show the discrepancies.

EPCOR Distribution and Transmission (EDTI) have included the usuage below. This chart was sent to us by the UCA, the original email has also been attached.

10/1/2022 1125
11/1/2022 1425
12/1/2022 1563
1/1/2023 1546
2/1/2023 1251
3/1/2023 1496
4/1/2023 1513
5/1/2023 931
6/1/2023 2132
7/1/2023 1440
8/1/2023 825
9/1/2023 2065
10/1/2023 927

Sincerely,

***** *****
Initial Complaint
Date:25/10/2023
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.
I’ve done first complain about 3 months ago when ever Epcor replaced power post without notifying customers and during that process they killed my satelite receiver and forgot to connect back **** network communication which affected my wife business for over 3 hours.. NOTHING was done from Epcor.. This time there was water pipe break in back alley over a month ago and all mud from the ground were spread across back alley and further.. In a week Epcor done all repairs but NO cleanup done.. We drove our cars through that mud onto driveway.. It was so disgusting with mud on our driveway.. I complained to Epcor but without any results… Last week Epcor did water quality survey and I explained also that situation to that lady.. She made all notes and told me that someone will contact me…. NOTHING happened since then…. For now that mud is dry because of the weather but I am so scared when rain comes…. What an ignorant company towards customers
Business Response
Date: 31/10/2023
When EPCOR responds to a flooding event, our first priority is to ensure public safety. Our trained field staff will isolate the area, locate the water valves and shut the water off. We will do our utmost to minimize water damage. EPCOR crews will then excavate underground, repair the problem and restore water service as quickly as possible. The water main is flushed to remove any dirt or debris that may have entered the piping while we were doing our repairs. Lastly, we collect water samples in order to test the water quality, ensuring it is safe.
Looking further into Mr. ********’s inquiry, we can confirm the Dispatch group spoke with this customer on October 8, 2023. Our Maintenance group followed up on the concerns regarding the mud on October 10, 2023, the Foreman confirmed the area around the main break was cleaned up by crew; however, no one closed the loop with Mr. ********. Based on this feedback we have identified an opportunity where we can improve our service to our customers and have confirmed callbacks for future site visit requests.
Regarding the water quality survey referenced below, all calls to Dispatch are surveyed. When EPCOR receives those results they review and if needed, follow up with customers if they give their details. That department may not have yet received those survey results.
We can appreciate the concerns of the community in the area, and will do everything we can to ensure the mainbreak currently underway is completed and after all repairs are complete the area will be cleaned up.

Customer Answer
Date: 04/11/2023

Complaint: 20780386

I am rejecting this response because:
Nothing is done as always ignorant approach to the customers..
please see attached picture

Sincerely,

**** ********
Business Response
Date: 07/11/2023
As there are no new concerns, and the picture is the same from the original concern, our response has not changed.

We can appreciate the concerns of the community in the area, and will do everything we can to ensure the repairs on the mainbreak is completed. After all the work is complete, the area will be cleaned up.
Customer Answer
Date: 07/11/2023

Complaint: 20780386

I am rejecting this response because:
Cleanup after water pipe is not done at all..
Is Epcor waiting till snow covers all that dirt of mud mixed with water spread on back alley?? I already talk to the city of Edmonton and they are saying that is EPCOR RESPONSIBILITY!!!! to clean …
I attached recent picture of the back alley I have to drive daily and every 3rd day have to do a car wash of two vehicles.. This is unacceptable!!!
Sincerely,

**** ********
Initial Complaint
Date:25/07/2023
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.
The fees on the water bill are unjust and unfair. We were paying $30.00 to $40.00 a month on the water bill and now, without our consent, we are charged $100.00 a month and all they can say is, it is a fee we can never remove or reduce. ** * * ******
Business Response
Date: 04/08/2023
Good afternoon,
Please see attached for EPCOR's response to this complaint.
Thank you.
Initial Complaint
Date:13/06/2023
Type:Service or Repair 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.
Afternoon, I moved to ON in December of 2022. My regular water bill has been about 50/ 80 dollars a month. I got the bill for April that is for $ 450 dollars for an empty house that no one was living in. I would like to get the amount credited. Thanks *****
Business Response
Date: 19/06/2023

EPCOR strives to read meters monthly but at times this is not possible. For Mr. ******* EPCOR was able to obtain regular monthly reads. We have no way of knowing individual usage and what is occurring in a household. We bill based on what went through the meter whether it was intentional or not. We bill services per meter and rates reflect the cost to provide water service based on a customer’s use of the water system. Water leaks happen for many reasons, and any water using fixture or appliance can eventually have a leak. Leaks can range in size.
Regardless of how the water was used (leak, burst pipes), it still flowed through the meter and the costs to treat, deliver and provide the water to customers remain the same. As we do not have real time information on consumption, customers are responsible for their properties and to ensure they are checking for leaks or high consumption causes.
Customer Answer
Date: 21/06/2023

Complaint: 20180041

I am rejecting this response because:
How can water use age increase 2 cubic feet to 60 cubic feet in a month and no one notice or even inform the house owner.
that isn’t acceptable. Especially since the house was vacant and no one was living there. More importantly if there was leak it would have been found in the home inspection done before the house was sold and nothing was found. So I cannot believe that much water was used. This meter could be faulty.
Sincerely,

***** ******
Business Response
Date: 21/06/2023
We completed a thorough investigation of the account details and we can confirm that the amounts billed align with the actual meter readings taken. Without being present at the time water is flowing, it is difficult to identify what caused the increase in consumption, but the most common cause of high consumption is a leaking toilet. On occasion, leaks self-resolve in cases where a flapper is stuck in an open position or the chain is stuck under the flapper and is then released with use.

For example a small leak, ie: chain caught under the flapper could waste about 100/L day or about 3 cubic meters/month. A Medium leak, improper float position could waste about 12,000L/day or 360 cubic meters/month. Leaks can range in size. A small stream of water from a faucet can waste 15 cubic meters/month. There is no way we can advise how or where the unintended water was used.

To provide further information, the water meter is a mechanical device which records consumption as water flows through it. Meters pass numerous tests prior to installation and is inspected at prescribed intervals according to Measurement Canada legislation. EPCOR has a long history of metering water usage and as such, has a lot of data to draw from when assessing the accuracy with which our meters read. Our findings show our meters are extremely accurate.

EPCOR does not provide credits for unintended consumption as those costs would eventually have to be passed on to all customers in the form of higher rates. When customers don’t pay their bills, the burden is spread to the other customers who do pay. It’s important for customers to pay their bills. Our actions are guided by a set of regulations and bylaws that are in place to ensure all customers are treated fairly and equally.
Customer Answer
Date: 22/06/2023

Complaint: 20180041

I am rejecting this response because:
I still dont understnad how can there not be a procedure inplace that would infrom a client that thier consumtion has increased by 10 fold.. That is unsual.
PS i have paid my bill on time regurlay over the past 5 years so you comentary on not paying bills and passing on costs to others is insulting to me.

Sincerely,

***** ******
Initial Complaint
Date:09/06/2023
Type:Service or Repair 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.
December we moved to Edmonton and set up Water/Waste with Epcor. Have been making monthly payments no problem for the 7 months and just received out most recent bill Previous months have been 47$ roughly and this month 1453$ as apparently Epcor had not been charging our water bill. Now they stated we owe this by June 22nd 2023. Called and was told we can set up a payment plan for 6 months AND pay $235 + the new monthly regular payment so they are asking that we pay upwards of $500 a month because their 3rd party meter reading company failed to submit our readings for over 6 months. For 7 months not one call regarding this discrepancy on the account and when speaking with the agent the only thing he could tell me is that "This is very uncommon" So now we are going to be in "collections" for 6 months due to their error. This is a very unsatisfactory solution and will be looking to take more suitable action as I have been making payments and was under the impression that EPCOR was a reliable company and reasonable. THEIR Mistake should not cause financial hardships to clients and stating "its fine we can set you up with a payment plan to correct OUR error" is beyond ridiculous.
Business Response
Date: 30/06/2023
We don't have the Customer's consent to release account details at this time.
The Customer returned the first voice message left for her and a second voice message was left today. We will discuss the concern further with the Customer and provide details once we have received consent.

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