Complaints

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

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• 

  EPCOR Utilities Inc.

  2000-10423 101 St NW Edmonton, AB T5H 0E8

• 

  EPCOR Utilities Inc.

  Customer Service 10065 Jasper Ave Edmonton, AB T5J 3B1

• 

  EPCOR Utilities Inc.

  Box 500 Edmonton, AB T5J 3Y3

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:27/10/2022

  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.

  A look back at my Epcor bills I magically have one month a year that costs between 600.00-1000.00. The customer service rep called before I’ve even received the actual monetary amount owning to tell me my bill as going to be 1000% higher than my normal rate. “A running toilet perhaps…” 1000 cubic metres of water when I usually use between 1 & 7. This is extortion plan and simple. They don’t allow for assistance or admit they read it wrong they just want their pound of flesh. Worst part is I’m paid in full as of right now and I cannot even look up my bill as it isn’t ready yet… so they’ve called to tell me I’m about to get screwed but cannot tell me the amount… here’s an idea Epcor tell the person there may be an issue in the home prior to extorting this amount of money from them just prior to the holidays. Billion dollar industries continually ripping off good hard working people makes me sick.

  Business Response

  Date: 07/11/2022

  We have obtained consent to release from Mr. ******, during our conversation we were able to come to a resolution.

• Initial Complaint

  Date:23/09/2022

  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.

  I’ve been a customer of Epcor for a while now, i’ve had multiple issues when it comes to billing but my most recent encounter has to be the worst. i’ve gone through multiple channels trying to find a resolution to my problem , unfortunately all the representatives I spoke to had no real answers/results to my concerns. My usual utility bill ranges from $350-400 a month. my recent bill came out stating I owe $953 for that month! From the information i gathered by going through multiple channels, they estimated my usage in june which then a month or two later an employee came to check my meter, realized they messed up and underestimated my usage for the month prior. now i’m expected to pay a $600 difference for an error Epcor has made. No one i spoke to even offered me a rebate! when in my billing history it clearly shows i’ve NEVER had a bill so high. It feels like they want to take advantage of young adults trying to get started in the housing/utility industry. Due to my inexperience with this industry i wasn’t made aware of the inaccuracy of estimations on utility bills, no where in my bill does it say i should double check their estimation and if there’s a conflict with the usage, if so we could’ve addressed it right then and there. it’s truly disappointing to see a multimillion dollar company taking advantage of todays youth! hopefully by sharing my story it may help another young individual going through the same thing.

  Business Response

  Date: 17/10/2022

  EPCOR Water Service Inc. strives to read meters monthly, but at times, this is not possible due to weather or emergencies. When a reading is not taken an estimate is provided based on previous consumption. Customers are encouraged to regularly review their utility bills and monitor their consumption to proactively catch high consumption.

   

  Often customers can catch high consumption before EPCOR can. Toilets are a common source of water leaks. Sometimes, you'll hear running water or a trickle, but often, a toilet leak can be silent and easily overlooked. Explained typically high water events are the cause of a leaky toilet and that Faulty gaskets, flappers that do not close or a high water level in the tank can cause toilet leaks. In fact a medium size leak can increase a bill to approx. $1,800.00.

   

  EPCOR is not able to provide credits for all customers for unintended consumption, as those costs would eventually have to be passed on to all customers in the form of higher rates.

   

  For more information regarding High Water Usage, please visit the EPCOR website.

• Initial Complaint

  Date:23/09/2022

  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.

  On our home Epcor bill we had a rental Condo attached. When it was empty we would pay the bill through our house account. We sold this condo in April of 2022 and advised them of this on Feb 12, 2022 at 10:30 am. So we did our due diligence. Thought it was all good April comes along still getting billed call again May 21, 2022 at 8:35 they informed a credit will take place on next bill. No such luck! They informed me the new owner applied for services on May 19, 2022 which shouldn't of even been told to us not our business. So again then said they will have credit applied on our June 8th bills. NOPE. June 10, 2022 spoke with them again correct will be made on June 17th. Finally seen it on the July bill which was almost impossible for senior to even determine if this is correct would need an accountant to figure out. So we thought finally this is done. NOPE. September receive our bill now they are billing us again! THIS IS NOW FRAUD if you ask me! Past the point of trying to figure this out but they are taking these payments out of my account! Please Help!

  Business Response

  Date: 07/10/2022

  EPCOR received consent to release account information from Mr. ***** on September 28, 2022.

  Mr. ***** is correct that he requested to end billing for his rental condo effective April 1, 2022. Additionally, he had also requested to end the landlord agreement he had on file. A landlord agreement is a program EPCOR offers to automatically enroll customers into billing for electricity when there is a gap in service at a property they own. Unfortunately, EPCOR did not end the landlord agreement for Mr. *****’ condo in a timely manner. When Mr. *****’ billing ended per his request on April 1, 2022, our billing system automatically enrolled him back into service starting April 2, 2022.

  Mr. ***** contacted EPCOR on May 21, 2022 to advise of the enrollment error and EPCOR removed Mr. ***** from billing and corrected his account to remove the charges after April 1, 2022.

  However, in doing so, EPCOR omitted to consider that unclaimed charges are applied to an account in the name of the owner (as determined by land title). The charges starting April 2, 2022 were applied back to Mr. *****’ account as he was still the owner on title.  When Mr. ***** contacted EPCOR about the billing for his rental condo again on September 23, 2022, EPCOR requested documentation of sale to help confirm he was not responsible for services after he sold the property and that the land title had not been updated in a timely manner.
  
  With the additional documents, EPCOR is able to remove again the charges after April 1, 2022. EPCOR sincerely apologizes for our missed opportunity in asking for documentation of sale back in May 2022. EPCOR does not expect this error to recur for Mr. ***** as there are no charges waiting for investigation to determine responsibility.
  
  We thank you for bringing this to our attention so we could investigate further and identify a gap in the service we provide to our valued customers. EPCOR is following up with a process review on our end.

  Customer Answer

  Date: 11/10/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18118932, and find that this resolution is satisfactory to me. There are parts missing as to how many times I contacted EPCORm which was 5x before we had ***** on the file to finally put it to rest.  Thank you for responding it was immediately fixed once I filed.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 21/10/2022

  
  Complaint: 18118932
  
  I am rejecting this response because:

  We filed a complain and through it was all resolved with no avail! Complaint number 18118932 got our new bill now they are say they took $253.58 as a payment and they took $518.27 out of my account. What am I to do, seriously went to the *** they call us thought all was good and they keep billing incorrectly. Now this bill does not have our condo we sold on it but the amounts are totally wrong and they are taking more money out of account that they even specified on the bill twice as much they took. I don't know what else to do! Sick of talking to EPCOR ***** guaranteed this would and look here we go again! This all starting in February I don't think it will every be resolved!
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 28/10/2022

  The customer’s October 19, 2022 invoice was missing their October payment. We have since corrected this by reversing their October 19, 2022 invoice and have replaced it with a new invoice dated October 25, 2022 showing payment received.  

• Initial Complaint

  Date:16/08/2022

  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.

  For the last 7months EPCOR has been providing half power service to the stated address. Calls were made to EPCOR stating there was a problem for the last 7 months finally after 7 months and one more call the problem was fixed. Asked for a 100 credit for each month of the hassle (please note power bill was paid in full for the last 7months while EPCOR only provided half service) and EPCOR refuses.

  Business Response

  Date: 26/08/2022

  EPCOR’s first priority is to provide safe and reliable utility services to our customers. Although EPCOR implements strict maintenance practices and operational procedures of the highest standards, incidents do occur as a result of acts of nature or equipment failure. Overhead power lines, transformers, and other electrical equipment are susceptible to damage from major weather events, accidental contacts, and other incidents. We do not guarantee uninterrupted service.

  
  As indicated in the consumer complaint, there was an issue with intermittent service at the noted address.  Our operational records indicate that the Power Trouble crew remedied a service issue at this address within an hour of it being reported to them.  EPCOR can release further details regarding this matter once it has received the account holder’s consent to do so. 

  
  In the meantime, we can advise that when customers call to report an issue related to interrupted service or a power outage, they are advised that the best course of action is to call our EPCOR emergency trouble line. As soon as these issues are reported to the emergency trouble line, we can dispatch our Power Trouble crews to fix it. Dispatch operators will ask a series of questions and can give direction to occupants before our crews arrive.  This is our standard practice.    

  
  We understand that the complainant is not satisfied with the outcome of this service issue and we truly empathize with the frustration and inconvenience of having intermittent service.  However, under its terms and conditions of service, EPCOR is not liable to customers for equipment failures or outages.   

  
  Insurance against all events that occur to the distribution system is not a normal standard in the utility industry.  EPCOR is accountable to our rate payers, and if we provide compensation for equipment failure or outages in all instances, the cost would eventually be passed on to all rate payers. Protection from any losses would require a claim with the customer’s personal home insurance.

  Customer Answer

  Date: 26/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  In response to EPCOR’s standard deception of hiding behind the city of Edmonton and an umbrella of terms and conditions that can be challenged. The company does not provide safe and reliable customer service which in turn effects the term “SAFE AND RELIABLE. “Employees use deceptive language and practices to cover their gross negligence to rate payers and their rate payers are paying the price for their incompetent. EPCOR was contacted on numerous occasions and they did not recommend having the issue checked by EPCOR itself only when the rate payer called and requested a call-out by the trouble team  did EPCOR act.  EPCOR is trying to prove customer negligence by covering their incompetence and using a call tracing system that is flawed and inaccurate.

  ****** 

   

  Business Response

  Date: 27/09/2022

  We understand that this is not the outcome Ms. ******** had hoped for. EPCOR has thoroughly reviewed this matter and we are confident that we followed our established processes.  As an added measure, we have spoken to members of the EPCOR leadership team who have reviewed the details of the case and support the decision. Therefore, this matter has reached the end of its course within EPCOR’s customer relations avenues and we have nothing further to add to our initial submission regarding this consumer complaint.

  Customer Answer

  Date: 27/09/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/07/2022

  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.

  Our power was turned off on the hottest day of the year. My husband paid in full and called with confirmation. We have been informed that it could take up to 48 hours..... we have kids, animals and a freezer full of food that is melting.

  Business Response

  Date: 19/07/2022

  Good Afternoon,

   

  I would like to confirm that we were unable to contact ******** ******** and obtain their consent to release any account information.

   

  Thank you,

   

  **** ****

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

  EPCOR Energy Alberta Inc.

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