Complaints

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

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  FortisBC Energy Inc.

  16705 Fraser Hwy Surrey, BC V4N 0E8

  
• 

  FortisBC Energy Inc.

  PO Box 6666 Station Terminal Vancouver, BC V6B 6M9

  
• 

  FortisBC Energy Inc.

  100 1975 Springfield Rd Kelowna, BC V1Y 7V7

  

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:02/02/2023

  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 contacted Fortis BC via their online chat on November 29, 2022 to have my accounts for units 101 and 103 ************************************************************ closed on November 30, 2022, as I was vacating my leases and moving. The agent looked into my accounts and noted that I had a recent $500 payment plus a security deposit of approximately $547 on my accounts. The agent told me that remaining amount on my bills was around $500 and that the deposit would cover that (with a remaining positive balance) and they advised to return the recent payment that I made. The agent informed me that the deposit would be more than sufficient to cover the outstanding amount for both accounts and there would a remainder of around $47 that they would not be able to send to me. I accepted this and advised the agent to proceed with returning the $500 payment and put the deposit towards the outstanding amount on the accounts. I was advised by the agent that my accounts would be free and clear moving forward. On January 5, I received notice from Fortis of outstanding invoices of $463.70 and $504.58 as Final Notices demanding payment. As I was told that my accounts were closed and clear by the Fortis agent, I contacted ****** to inquire. They did an internal investigation and confirmed that the agent did not notify me of a "Final Bill" that I would be receiving after closing the accounts. Speaking with a Fortis manager I was told that they are still demanding the "Final Bill" payments and have sent it to their collections department, despite their agent not disclosing this information and telling me that I was free and clear. I do not feel that it is appropriate for Fortis to be demanding the payments on accounts that I was told are closed and clear. I seek the cancellation of the "Final Bill" for both accounts accordingly.

  

  Business Response

  Date: 10/02/2023

  A **************** Team Manager has been in contact with this customer regarding the responsibility for gas consumption and billed charges. The team manager explained why the charges are billable and why the charges cannot be waived.

  Customer Answer

  Date: 14/02/2023

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

  I contacted the Fortis representative to close and clear my accounts and was assured that I did so. I was not advised that there would be a "Final Bill". The representative advised me that the deposit that was still on the account would be more than enough to cover the outstanding amount owed. Prior to contacting the representative, I paid $500 towards the accounts. The representative assured me that the deposit on file would be sufficient to clear and close the accounts and advised me to have the $500 that I paid returned to me. All of this dialogue is on file with Fortis. I believe that I was misled by the Fortis representative despite my efforts to have my accounts cleared and closed. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 24/02/2023

  A FortisBC Representative (Team Manager), has reached out to this customer to discuss and review their bill with them and answered any questions they had regarding the return of their deposit and the final bill they received.  
  
  We encourage this customer to continue to work with the Team Manager should they have any further questions, in addition they can contact our customer service department at ************** Monday Friday 7:00am-8:00pm

  Customer Answer

  Date: 27/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: ****** is not willing to take responsibility in the actions taken by their representative in providing false information to me when I contacted them to close and clear my accounts. Speaking with their manager, they acknowledged how the Fortis agent misguided me but still insists that I pay the 'final bill' that I was not told would be issued regarding the accounts. I expect this bill to be cleared by ****** as that was my full intention when I contacted their representative on Nov 29, 2022. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 15/03/2023

  A FortisBC representative reached out to and spoke with the customer upon receiving the complaint in an effort to better explain the billable charges on their final bill.
  
  While the customer felt they should not be charged for anything due to an error made by a representative when he initially contacted FortisBC.  The FortisBC Team manager has apologized for the error, explained that the charges are billable and offered payment arrangements.
  
  While FortisBC understands this may not be the outcome the customer was looking for, we encourage him to continue to work with the Team Manager to resolve.

  Customer Answer

  Date: 15/03/2023

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

  The FortisBC team manager did not offer any means of resolution other than full payment of the "final bill" amount. FortisBC is not willing to take any responsibility for the false information and misguidance provided by their representative. Again, I was told that I was fully paid and clear and was not notified of any additional "final bill" or I would have kept the $500 that I previously paid on the account rather than have it returned to me as the representative advised. This will have to go to the next level of resolution as FortisBC is not willing to work with me on rectifying this issue.  

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 21/03/2023

  Good Afternoon,
  
  A FortisBC representative has attempted to reach this customer again following their rejection to the last response in an effort to better explain the billable charges they received on their final bill.
  
  FortisBC understands that this customer feels they should not be charged for any further amounts due to an error made by a representative when they initially contacted FortisBC.   FortisBC is a utility regulated by the ****, and as such any gas that is consumed and benefited from by the customer are charges that are billable and cannot be waived.
  
  While FortisBC understands this may not be the outcome the customer was looking for, the ********************** Team manager has apologized for the error and has provided the appropriate coaching and feedback to the representative that made the error. 
  
  Additionally, FortisBC has payment options available to this customer and they are encouraged to continue to work with the Team Manager they have been in contact with to discuss and resolve.

  Customer Answer

  Date: 09/01/2024

  Hello,
  
  I was notified through Fortis issuing a collections agency that this file was closed without notification to me. I requested arbitration from the BBB agent and did not hear anything further. Please contact me about this.
  
  Regards,
  
  *********************
  **************
  ************************************

• Initial Complaint

  Date:04/01/2023

  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.

  FortisBC has a Heat pump system in our building Soverign (**** *************) in *******. This system has a loud noise which has caused residents a lot of trouble and health issues. We have been complaining about the problem for 2 years now. The system is obviously malfunctioning. It is not only causing loud constant humming noise but also during 2022 it has doubled our geothermal expenses. We have evidences that noise engineers have verified the issue. But the FortisBC team is not interested to provide a permanent solution. We have been cooperative and patient to have this fixed but still nothing happens. As the last step to fix this issue peacefully without making it a public relation issue for fortisBC and following the legal path, I am writing to you guys to have this problem solved. This has been going on for 2 years and the level of carelessness and unprofessionalism from FortisBC team is shocking. I urge you to follow up this issue to fix the problem ****. **** ** **** ** ********** ********* ***** **** **** ******** ***** ** *** ****** *** ***** *** ********* *** ***** ***** ** *** *** ********* ** *** *** *** **** ******* ********* **** ***** ***** *** ***** ********* **** ******** **** ******** *** **** ********* **** *** ****** 

  

  Business Response

  Date: 10/01/2023

  A FortisBC Team Manager has been in contact with this customer and is actively working with them to resolve their concerns.  Should this customer have any additional questions, we encourage them to continue to contact the Team Manager to discuss.

• Initial Complaint

  Date:17/11/2022

  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.

  Our residential block was informed the week before that there was going to be a power outage on the Tuesday Nov 15th, so all residents prepared for it. I run a businrss from home that requires zoom meetings. I reschdule all my meetings for Wednesday Nov 26th. Then on Monday Nov13 we receive last minute notice that the outage. will now take place on Wednesday. Huge hassle but at least we were informed. So Tuesday comes along and they cut our blocks power. People come out of their houses complaining the power isn't suppose to be cut The supervisor says ya we're doi g both days. I said you did t tell us that. So I'm in a big meeting and lose them from power outage. Costing me close to a $1000 revenue. Then next day being today we now know the power is being cut again with time stipulation of 9am power off and 1pm power on. It's now 130 pm and we still don't have power. I call to inquire , they take down info then hangup on me the supervisor comes to my door saying he doesn't care about our complaint and that he will get the power on soon. Still nothing. My biggest issue is that we don't get a choice where we get hydro, it a monopolized system. We are forced to listen and take whatever instruction without any responsibility or care by this company. Seems like a dictatorship. The supervisor Dave M***** I believe is his name didn't have a care in the world that we would put Ina complaint against him. He laughed . So that shows me the lack of accountability to the enslaved customer and accountability of their actions or complaints being taken seriously. I don't understand why we have a monopoly on electricity, this makes for zero competition and zero accountability . They really don't care about complaints , what are we going to do? Cut off our hydro and remove our account from them. We can't, then we don't have hydro .

  

  Business Response

  Date: 24/11/2022

  A FortisBC Customer Service Manager
  has been in contact with this customer regarding their electricity outage
  concerns. The customer service manager apologized for the outage and answered
  any additional questions the customer had.  If this customer has any
  further questions they can contact FortisBC customer service at 
  1-866-436-7847 Monday – Friday from 7:00am – 7:00pm.

• Initial Complaint

  Date:20/09/2022

  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.

  Fortis incorrectly estimated my bill for months then levied a massive bill to make up for it. They were not willing to reduce the bill.

  

  Business Response

  Date: 29/09/2022

  A FortisBC Representative (Team
  Manager), has reached out to this customer to discuss and review their bill
  with them and answered any questions they had.  
  
  We encourage this customer to
  continue to work with the Team Manager should they have any further questions,
  in addition they can contact our customer service department at 1-888-224-2710
  Monday – Friday 7:00am-8:00pm

• Initial Complaint

  Date:30/08/2022

  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.

  Fortis BC Gasline upgrade.
  There is a right of way through my property. Fortis has started construction and upgrade on the right of way through my property. There’s been very little contact with me or anything. There was a pre construction agreement signed almost a year ago. Now they’ve went ahead and expanded their riser towards the middle of my property instead of going towards the edge of it. Again no communication. I went to office with my concerns and now still no communication. I understand the work has to happen but because of very little communication and now work has went on disrupting my use of property and the future use.

  

  Business Response

  Date: 07/09/2022

  FortisBC provides the
  following response to the BBB regarding the complaint received August 30,
  2022.
  
  A FortisBC Operations representative
  has been and will continue to be in contact with this customer regarding their
  concerns.
  
  If this customer has any
  additional questions, FortisBC encourages them to continue to reach out to
  their operations representative contact.
  
  Regards

  FortisBC

  Customer Answer

  Date: 07/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:there has been no communication on what’s going on and how we are moving forward with my concerns. The only communication has been an email to say they weren’t working the long weekend
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 15/09/2022

  FortisBC provides the
  following response to the BBB regarding the complaint received September 8,
  2022.
  
  A FortisBC Team Manager
  was in contact with this customer on September 9, 2022 to best understand
  their concerns.  In addition, an
  Operations representative has attempted to contact this customer multiple
  times last week, without success and will be following up with an email.
  
  We encourage this customer
  to continue to work with the FortisBC Operations Representative to address any
  concerns they have.
  
  Regards