Complaints
This profile includes complaints for BC Hydro's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:15/08/2024
Type: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.
Im renting and moved in july 7th 2024 and BC Hydro sent a bill for $1708.30. My first bill is $1708.30 and if I try to look online their website is down.
Business Response
Date: 20/08/2024
We acknowledge and respond to the Better Business Bureaus case for the customer regarding their account.
We have contacted the customer to discuss their security deposit concerns, and no further action is required at this time. We are sorry to hear of the difficulties they experienced when logging into their MyHydro. If this customer has any further questions, we encourage them to contact **************** at **************.
We trust the information provided addresses the concerns raised by the Better Business Bureau.Initial Complaint
Date:08/08/2024
Type: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.
BC Hydro's contractor clearing branches from trees near the power lines in our back yard has severely damaged my newly planted (this past Spring) flower bed at the rear of my back yard by letting branches fall on the new plants. Bedding plants have been badly damaged and about half of the garden plants have been damaged.Their clean up efforts were not sufficient. They have left branches and leaves all over the back yard garden beds.Business Response
Date: 20/08/2024
We acknowledge and respond to the Better Business Bureau's case for the customer regarding their concerns about the vegetation clearing near their property.
BC Hydro spoke with the customer to discuss their concerns further. We apologise for the frustration this matter has caused and appreciate them bringing it to our attention.
Our vegetation team has followed up with the Contractor regarding this matter.
We trust this information addresses the concerns raised to the the Better Business Bureau.
Customer Answer
Date: 22/08/2024
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:06/06/2024
Type: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.
We live in a duplex. It has recently come to our attention (after doing a breaker test) that BC Hydro is charging us for the wrong meter. After a number of calls to BC Hydro, a supervisor told us it would take 2 to 3 months to get a technician out to confirm. We understand that hydro technicians are busy, but we think a situation like this should merit a much quicker resolution. We believe that we will be owed a substantial credit when this is corrected.Business Response
Date: 11/06/2024
We acknowledge and respond to the BBBs case for the customer regarding their concerns about the meter at their premises.
Weve reviewed the contact history on the customers account and can confirm an order has been issued to visit the customers site to perform a meter investigation. Our records indicate the representative provided correct timeline information and explained that this type of process can take several months to be completed,should a meter issue be identified, and billing adjustments need to be made.
Unfortunately, due to current backlog, we are unable to provide a timeframe of when this will be completed. However, as explained to the customer previously, we have applied a lock on the account that will avoid any negative credit action or charges during the investigation process.
If the customer has any further questions regarding their complaint, we encourage them to contact **************** at **************.
We trust this response addresses the concerns raised to the BBB.
Customer Answer
Date: 11/06/2024
Complaint: 21809509
I am rejecting this response because: Several months to resolve an issue of being billed based on incorrect metre assignment is not acceptable. This occurred in ********* recently, and the customer was also told it would take several months. It was only when the customer went to the media that a technician showed up within a few days, which demonstrates that it can be done quickly when there is a error like this regardless of backlog. I am perfectly willing to take the same step of going to the media to bring scrutiny to this unacceptable response and timeline from BC hydro
Sincerely,
*****************************Business Response
Date: 26/06/2024
We acknowledge and respond to the BBBs case for the customer regarding their further concerns about the meter at their premises.
We contacted the customer to discuss their concerns further,and due to their circumstances, we expedited the investigation order.
The customer is aware of the actions we are taking to resolve their concerns.
We trust this response addresses the concerns raised to the BBB.Customer Answer
Date: 26/06/2024
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:17/05/2024
Type: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.
I have requested numerous times for BC Hydro to stop emailing me about non bill related issues. Despite an email confirming they would stop this the non billing emails continue.Business Response
Date: 21/05/2024
We acknowledge and respond to the BBBs case for the customer regarding their concerns about receiving BC Hydro emails unrelated to their billing.
We contacted the customer to acknowledge their complaint to the BBB and discuss their concerns further. As per the customers request, weve removed them from all promotional and survey contact lists. Going forward this customer will only receive emails regarding their billing.
If the customer has any further questions or concerns regarding their account, we encourage them to contact **************** at **************.
We trust this response addresses the concerns raised to the BBB.
Initial Complaint
Date:18/03/2024
Type: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 received another bill prior to expected email. I can't access my account and i've changed my password several times.Business Response
Date: 19/03/2024
We acknowledge and respond to the BBBs case regarding the customers account concerns.
Weve left a voicemail message with the customer to discuss their ******************** complaint. We have not yet heard back from them. However, our system records indicate the problem has since been resolved, and the customer is now able to access their ************************ account.
If the customer has any further questions or concerns, we encourage them to contact our **************** Team at **************.
We trust this information addressed the concerns raised to the BBB.Initial Complaint
Date:07/02/2024
Type: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.
BCHydro has a contract with Powerley for their *********** usage, this service enables residential customers to monitor their energy usage live and make informed decisions on how they are using their appliances and save energy when possible. On Jan 15, 2024 I signed up with this service, 3+ weeks later I am still not able to login, when talked to the Project Manager @ BcHydro, he was not even able to get Powerley support to resolve the issue or even contact me. BCHydro is paying this vendor for a service, yet they are ignoring the request of the person responsible for this service at BCHYDRO. Is this best use of Tax payers money? How often are these vendors reviewed? When a vendor fails to respond to a BCHydro customer and the ******************** representative is unable to get in contact with the vendor or have them do anything, what is my option? I did ask BCHydro if there is any alternative to using Powerley, however I was told no, they are the only vendor!Over the past 3 weeks, everyday, I get a response "someone is going to contact you next day" this has been going on for 3+ weeks!Business Response
Date: 08/02/2024
We acknowledge and respond to the BBBs case for the customer regarding their recent experience with us, and Powerley ************************
Weve reviewed the customers case and confirmed with Powerley that there was a database syncing issue, resulting in the customer not being able to create login credentials.
A BC Hydro Program Manager has emailed the customer directly to acknowledge their concerns and advise that Powerley will be in touch with the customer shortly to schedule a manual fix to their device.
We trust this information provided addresses the concerns raised to the BBB.Customer Answer
Date: 14/02/2024
Complaint: 21261199
I am rejecting this response because:
I have still not received any communication from Powerley despite the BC Hydro project manager asking them multiple times! Here is the recap of my issues with datesJan 17: Informed ************ (BCHydro Project manager) that I have issue with login and if he can help me.
Jan 22: ************ responds "Team is looking into it and will get back to you."
Jan 29: I received no update so I messaged him back and asked for update.
Jan 30: ************ Responds Ive with chatted with Powerley Support, they should get back to you promptly
Feb 5: I asked for update since no one contacted me.
Feb 6: ************ When I spoke to the support team they said that they were scheduling a manual task in the database that should fix your account issue. I had expected them to complete this last week.
Feb: 7: I asked for update since no one contacted me
Feb 7: ************ Ive followed up again with Powerley support to remind them to provide you with a status update.
Feb 8: I followed up since no update.
Feb 8: ************ responded by CCing ***** who is Customer Supper Lead of *************************, asking him to provide me with an update
Feb 14: And still nothing. As of now I have not received any update from Powerley, and they have ignored all the request to contact me the issue is still not resolved!As shown above, Powerley has ignored the request of BC Hydro (for almost a month) to contact me, considering Powerley is a BC Hydro contractor, are they not required to provide a reasonable service to BC Hydro customers? How can a vendor just completely ignore the request of the party who has hired them?
Sincerely,
**** ***********************Business Response
Date: 21/02/2024
We acknowledge and respond to the BBBs case for the customer regarding their ongoing concerns about their experience with Powerley ************************
As indicated in our February 8, 2024 response, Powerley *********************** has advised there is a database syncing issue and they are working to find a solution. BC Hydro will continue to work with the customer until the issue is resolved.
We trust this information provided addresses the concerns raised to the BBB.Initial Complaint
Date:19/01/2024
Type: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 have not been getting bills sent from BC Hydro,when I call every month,they always tell me I'm breaking up and can't hear me and ask for the info ten times till I get upset,then the phone works like magic,they keep claiming they are sending mail and it does not come. I keep asking for a bill,they keep sending statements.I ask them for a bill,they have no idea what a bill is and say I'm being verbally abusive,when I say "you have no idea what a bill is do you" they just keep parroting computer recrodings and can't act on anything. They get frustrated cause they can't do anything that the computer has not written for them to say and go in circles till they say I'm abusive and want to end the call.I ask for supervisors and they have no idea what a bill is either or why they are not sending my mail.The last bill they mailed me was copy of a real bill in 2019,and when some piece of mail does come it has the statement invoice and not a bill. I have to call them ever 2 months wondering where my bill is,and they keep saying they are mailing the invoices and they are not. I have made complaints and requests and they can not provide me with someone who can rectify this or correct the bill versus invoices.They are being **** and ignoring me and playing phone games to upset me cause they don't know how to respond.Business Response
Date: 26/01/2024
We acknowledge and respond to the BBBs case regarding the customers billing concerns.
We would like to speak with the customer to assist and discuss their concerns further. Our Customer Advocacy Team has attempted to contact the customer multiple times, but unfortunately, we have not been able to reach them.
The customers most recent invoice was sent to them this week and will be due mid February. We encourage this customer to contact our **************** Team at ************** if they would like to discuss their concerns further.
We trust the information provided addresses the concerns raised to the Better Business Bureau.
Customer Answer
Date: 29/01/2024
Complaint: ********
I am rejecting this response because:
They will always send the Statements/Invoices when I have to call,but never send me the invoice/statement during billing periods leaving me to pay late all the time. I have attached the 2 sent after I called again. One is an invoice/Statement,the other is a disconnection with a photocopy of a real bill. They have not sent me a real bill since before 2020 and I keep asking them for a bill,they keep telling me the invoice/statement is a bill and has always been that way. It is not,the bill is photocopied on the disconnection notice I got. They sent me bills since before 2020 and stopped sending bills. A bill is required. I wish them to start mailing me my real bills,not a copy of the statement/Invoice and they don't even mail the invoice/statement unless I call every 4 months.Perhaps you might show them the 2 pieces of mail so they can tell the difference between a real Bill like the one they photocopied onto the disconnection notice and the invoice/statement they just copied and pasted from their web page to mail to me. They are making me pay late all the time and causing my budgets to run out of control and refuse to mail me REAL BILLS. They need to stop playing games and act professional,They also have to stop saying I'm being abusive to them on calls.They flip out when I ask for a bill,cause they are confused and have no idea what a BILL is and start to blame me and get ****,the phone center needs to have deescalate classes and offer a someone with the years experience to handle these calls,perhaps someone old enough to know what a real bill is to start with might be great.
Sincerely,
*********************Business Response
Date: 05/02/2024
We acknowledge and respond to the BBBs case regarding the customers further correspondence.
We have updated the customers billing settings in our system. Going forward, this customer will receive a payment requisition slip along with their invoice each billing period. The payment requisition slip will indicate the billing due date and balance owing.
If this customer has any further questions or concerns, we encourage them to contact our **************** Team at **************.
We trust the information provided addresses the concerns raised to the Better Business Bureau.Initial Complaint
Date:14/12/2023
Type: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 am building a new house with ******* city approved permit on the location where BC Hydro need to upgrade their underground service box nearby. Their found my driveway is getting lower than before that *** cause the power line duct not in enought depth of 3ft. Bc Hydro sent stop order to ******* city and informed me that they need to do a site survey to confirm the duct depth. If the depth is no sufficient, I need to pay for the power cable replacement during the upgrade. I was onsite when the surveyors working the whole day. I saw them measured and marked the property line, power cable, gas line, water supply, sewer system, conmunication cable to my and the left, right, across street neighbor's property to total of 10 lots. I do think that there might be only those to my property have relation with the depth of power line under my driveway. I don't know the survey result. but druing the upgrade, I saw the crews dig one place to check OK. After the upgrade done, The designer sent me a survey invoice (Project #**********) in $4068.75, asking me to pay before she lift the stop order to ******* city. I asked her to give me the details of the survey charge so that I can pay the part of survey on power cable depth. I do think that the survey involved everything that the service box upgrade requirs. The cable depth under my driveway is only a small part the the whole survey job. However, she returned me that this is the flat rate with not detail can show me. I asked her whether I can dispute. She told me that I can try BC Hydro call centre. I contacted the call centre. I was told they know nothing about this except the designer. I was asked to send an email to them to discribe the things so that they can escalate. One day after I sent the email, I received email from the designer, telling me the email has been forwarded to her. She can only tell me again that this is the flat rate. There is no way to devide the cost.Business Response
Date: 27/12/2023
We acknowledge and respond to the BBBs case for the customer regarding the cost of a Ground Penetrating Radar (***) survey.
The customer had an excavator remove a large section of the boulevard at the front of their property reducing the cover over the existing utility infrastructure. In the process, the excavator undermined an existing transformer and service box, and this was discovered during an urgent site visit. Subsequently, the customer requested a new connection at their home. A civil inspector advised the customer there was no way to confirm there was proper cover over BC Hydro ducts without an investigation. The *************** advised that proper cover must exist over all utilities and required investigation as well.
To confirm the location and depth of the lines, a ground-penetrating radar (***) survey was required. This work was to be completed on public property.Due to the excavation and reduction in depth of our underground duct, the cost of the work is to be taken on by the customer.
The survey work was completed on March 24, 2023 for the frontage of the customers property. The survey crews then located the utilities,performed the *** survey and subsequently provided confirmation of depth of cover.
The customer was invoiced for the *** survey by our designer on July 7, 2023. On July 29 and August 29, 2023, the customer expressed their frustration regarding the costs through an email response. We explained that the amount cant be altered. The invoice and work completed was strictly for the area in front of the customers property. To clarify, we arent able to charge a lower amount. BC Hydro must balance the interests of individual customers against our obligations to all ratepayers as a collective. Any cost not allocated to a specific customer, would by definition, be borne by all other customers in the province.
If the customer has further questions regarding the project, we encourage them to speak with their designer.Additionally, they can reach out to our Express Connect team at ************** if they cant reach their designer and the representative can forward a request for a call out on the customers behalf.
We trust that the information provided addresses the points raised to the Better Business Bureau.Initial Complaint
Date:21/11/2023
Type: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.
Bc Hydros meter and cosuption repot has not been in Service for six moths have emailed and phoned without success I am still being billed.Business Response
Date: 29/11/2023
We acknowledge and respond to the BBBs case for the customer regarding their consumption graph and estimate concerns.
BC Hydros smart meters track electricity use by cumulative energy, which is used for billing purposes,and by hourly intervals. Whenever possible, we make the interval data available online through MyHydro as a tool to help customers understand how their daily habits affect their electricity use.
Smart meters work together to form a communications network to periodically relay a customers electricity use data to a collector, a device that gathers information from multiple smart meters and sends it back to BC Hydro. The customers consumption graph is updated using the hourly interval data and the cumulative meter reading is recorded for billing purposes. This customer is located on Gabriola Island in an area where meters arent in close proximity to one another and/or the collector, so their signal isnt able to reach BC Hydro on a regular basis. Although we are receiving some communication from the customer's meter, its not consistent enough to update their online consumption graph.
If a meter reading cannot be obtained, a reading is estimated for billing purposes. Section 5.2.1 of BC Hydro's Electric Tariff allows for bills to be based on estimated reads:
lf meter readings cannot be obtained for any reason, the demand or consumption or both may be estimated by BC Hydro and used for billing purposes, and the next bill, which is based on actual meter readings, will be adjusted for the difference between estimated and actual use over the interval between meter readings. Estimated bills are deemed to have the same force and effect as bills which are based on actual meter readings".
Between April and October of 2023, the customer received bills that were estimates based on historical consumption at the premise. By their nature, estimated readings are likely to differ from actual consumption.However, the meter continues to record actual consumption and once an actual reading is obtained, we adjust billed amounts as necessary.
We can confirm that a site check is scheduled for November 29 and the data from the meter will be manually downloaded so that consumption information can be loaded on the BC Hydro website. We will also be performing a meter exchange to replace the current smart meter with one that communicates directly with the local cellular network and towers. This solution was implemented after the area had been surveyed by the Field and Network Planning and Engineering team, and we expect this solution to be successful in allowing remote communication with the new meter.
I trust that the information provided addresses the points raised to the Better Business Bureau.Customer Answer
Date: 01/12/2023
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:14/11/2023
Type: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.
Tried to call in to make payment agreements on account # ******** can you please call **********Business Response
Date: 16/11/2023
We acknowledge and respond to the BBBs case regarding the customers account concerns.
Our Customer Advocacy team has made multiple attempts to call the customer,but unfortunately, we were unable to reach them.
We encourage the customer to phone our ************** at ************** or connect with us through online chat at bchydro.com to discuss payment options on their account.
We trust this information addresses the concerns raised by the BBB.Customer Answer
Date: 18/11/2023
Complaint: ********
I am rejecting this response because:
I was on the phone with bc hydro and they told me that I would have to pay 5479$ in full no other payment options this was a few days before I filed the complaint so they have spoke to me...also 5000$ is a ridiculous price to have to pay or have your power cut
Sincerely,
*******************************Business Response
Date: 01/12/2023
We acknowledge and respond to the BBBs case for the customer regarding *********************** credit process.
This customers account has a large outstanding balance, with charges going back to September of 2021. The last payment we received on the account was on January 4, 2023. We have attempted to call the customer multiple times but have been unable to reach them.
In order to assist with this customers concerns, we encourage them to contact our ************* team at ************ to discuss the next steps required to have their power restored.
I trust that the information provided addresses the points raised to the Better Business Bureau.Customer Answer
Date: 02/12/2023
Complaint: ********
I am rejecting this response because: I would like to come to a alreasonabke agreement to turn the power back on so I can make payments
Sincerely,
*******************************Business Response
Date: 07/12/2023
We acknowledge and respond to the BBBs case for the customer regarding their disconnection.
Weve thoroughly reviewed this customer's concerns and believe weve addressed them appropriately in our November 16 and December 1, 2023 responses. In order to assist the customer further, we will need to speak with them and have been unsuccessful in our attempts to reach them.We encourage them to contact our ************* team at ************ to discuss the next steps required to have their power restored.
We trust that the information provided addresses the points raised to the Better Business Bureau.Customer Answer
Date: 08/12/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******************************* my number is **********Business Response
Date: 18/12/2023
We acknowledge and respond to the BBBs case for the customer regarding their disconnection.
A member of our Customer Advocacy team successfully reached the customer on December 18, 2023. They went over the total past due amount and spoke at length regarding payment arrangements. Considering the outstanding balance and payment history, we were unable to reach an agreement on the terms of a payment arrangement. However,we have provided the customer with the teams direct line should they need to speak with us regarding their account in the future.
We trust this information addresses the concerns raised by ************ to the Commission.
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