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:05/10/2022
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.
On the beginning of September I received a letter from BC Hydro telling me They were gonna disconnect. upon receiving this letter I went online to the website and set up a payment plan which came out to 170.80 over three months to catch up. I opted to pay online and was directed to BChydro Third party CC system.. there was a set day on Sept 26th the money was to be taking out of my account.. when the 26th hit the money was still there.. I assumed it was because of the 2 new holidays that everything was kinda wonky for dates. October 3 hits and my power gets turned off.. the money is still in my account.. I called BC hydro and spoke with the supervisor who told me that I have to pay in full and my power will get turned on.. I explained to her the situation. And she didn’t care she was rude and unwilling to see the fault in there system and or screw up on my end.. I have 200$ worth of food in the fridge and she said she couldn’t do anything. The money is in my account I don’t her and I set up the plan.. to no avail.. I don’t know what to do..
Business Response
Date: 28/10/2022
We acknowledge and respond to
the BBB’s Case for the customer in regards to their catch-up installment plan
and credit card payments.
On Sept 15, 2022 the customer
was disconnected for nonpayment. On September 21, 2022 the customer
created a catch-up installment plan online for their past due
balance. An email notification was sent to the customer advising the
arrangement was created successfully and explained that the payments will need
to be made for the catch-up payment plan and the current charges. It was also
explained in the notification that failure to keep these arrangements would
result in the total amount becoming due immediately.
Please note that BC Hydro
does not accept credit card payments and all customers inquiring about this are
referred to a third-party payment company to send credit card payment.
The first catch up payment
was not made on the agreed-upon date thus causing the catch-up payment plan to
go into a default status, triggering full payment of arrears becoming due immediately.
As the customer did not pay immediately, they were subsequently disconnected
for nonpayment on October 4, 2022.
On October 4, 2022 the
customer contacted BC Hydro, and a representative explained that BC Hydro uses
a third party service to take credit card payments. During this conversation
the customer was directed to the third party for any issues or concerns
regarding their credit card payment.
The customer was given a one-time
exception to re-establish the catch-up plan and was reconnected.
We trust that the information provided
addresses the concerns raised by the customer to the Better Business Bureau.Initial Complaint
Date:17/08/2022
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.
BC Hydro has sent out a notification for a planned power outage in my neighbourhood from 930 AM to at least 3PM on Wednesday, August 24, 2022. The BC interior is in the midst of another massive heatwave with temperature that day predicted to be 38/39 degrees. We have had people dying in these heatwaves both this and last year. It is unsafe, unethical and dangerous to shut off access to AC in homes at this time of year. I am pregnant and asthmatic, and this power outage will put my health at risk, as well as any elderly, children, and pets home in affected houses at this time. I think it is despicable and immoral to plan a power outage for a full day under current weather conditions.
I also work from home, as do many people these days, and will have to lose a days’ wages for this.Business Response
Date: 23/08/2022
We acknowledge
and respond to the BBB’s case for the customer regarding a planned outage in
their area.
It is our goal to
ensure that the electric grid is planned, operated and maintained in a safe,
reliable and cost-effective manner. BC Hydro cannot guarantee an uninterrupted
supply of electricity, and from time to time, it’s necessary for us to perform
system upgrades like these to ensure the integrity of the infrastructure and
improve or maintain system reliability.
To put this outage in context, in 2021, BC Hydro scheduled
8,130 planned outages across the province that affected more than 477,000
customers. While it is not possible to reschedule all these outages based on
customer requests, we acknowledge the impacts that planned outages have on our
customers, especially during a time when many businesses are still affected by
the COVID-19 pandemic.
The planned
outage in the customer’s community is required for system maintenance on an overhead
distribution pole that will also result in outages to customers being fed on
the underground distribution system. In the interest of the safety of our crews
and the general public, this work cannot be performed energized.
It’s our business
practice to provide our residential customers with five business days notice
about upcoming planned outages. These notifications are sent to the
primary account holder’s phone number, email address and registered mailing
address. We can confirm that all account holders impacted by this outage were
notified through an automated phone message and email notification on August 16,
2022. A mailed post card was also issued on August 11, 2022.
BC Hydro has established
guidelines for assessing the suitability of planned outages given the
relevant heat stress risk to affected customers, and specifically if
forecasted extreme temperatures could compromise health and life to
the most vulnerable.
This assessment first considers
local area temperatures (using updates from Environment Canada and other
weather service providers) and messaging from local authorities. In addition,
other factors, such as customer profiles, the scope of the outage, duration,
the time of work and type of work involved, will be used to assess whether a
planned outage should proceed or be cancelled.
We have reviewed the forecast
for August 24 through different weather predictors and found that it is consistently
reported that the forecast is for 33C. Our threshold for cancellation of
planned outages for the customer’s area is 35C, so the outage will not be
cancelled.
However, we have worked with
our contractors who have adjusted the time of the outage to start and end earlier in the day. An updated notification with new times will be sent to all affected customers.
We trust that the information provided addresses the concerns raised to the
Better Business Bureau.Initial Complaint
Date:21/07/2022
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.
BC Hydro continuously sends inaccurate,astronomical hydro bills based on estimates. They are hundreds of dollars more than actual usage. No meter reader has been down for months and their remote readings are by their own admission inaccurate as they run on a telecommunications system and we are rural. They have suggested that we the customer send readings when we get them so that they can be adjusted. Only for them to make backdated adjustments later and send us another huge bill. They will not send anyone to read the meter citing that it is not reachable. The meter in question is visible from the residence. There are no obstacles or obstructions.Business Response
Date: 16/08/2022
We acknowledge
and respond to the BBB’s case for the customer regarding a new connection
request.
The meter at
the customer’s residence is manually read because it does not communicate with
our network. During the winter months a Field Service Representative has been
unable to access the meter due to excessive snow and unplowed conditions in the
area of the property.
For billing purposes, if a manual meter reading cannot be
obtained, we will estimate consumption for billing purposes as per section 5.2.1 of BC Hydro's Electric Tariff. Despite the estimated reads, the meter
continues to record actual consumption and once an actual reading is obtained,
we adjust billed amounts as necessary.
We’ve reviewed
the customer’s consumption history and can confirm that actual manual meter
reads were obtained from April to October 2021. Estimated reads were billed
from December 2021 to April 2022. Manual reads recommenced beginning in June
2022, and the previous estimated bills were adjusted accordingly.
On June 17,
2022, an actual meter read was obtained. We can confirm the estimated reads are
roughly in line with the expected consumption at the premise. The customer’s
most recent invoice is based on an actual meter reading.
To address the
non-communicating meter at the customer’s property, we have attempted to
improve the ability to connect with our network but so far have been
unsuccessful. We will continue to attempt to resolve these communications
issues and determine if a meter exchange is required.
BC Hydro is
obligated under the Utilities Commission Act to bill customers for metered
consumption. As outlined in section 4.3 of the Electric Tariff, “Any Customer
who doubts the accuracy of the meter measuring Electricity used by the Customer
may have the meter tested pursuant to the Electricity and Gas Inspection Act
(Canada).” Meters that are tested and found to be operating within allowable
limits will result in a fee of $181 plus tax being charged to their account.
There is no charge if the meter is faulty.
If the customer
would like to proceed with a Measurement Canada Meter Test dispute, they can
contact our Customer Advocacy team at 1-866-355-6766.
We trust that
the information provided addresses the concerns raised to the Better Business
Bureau.Initial Complaint
Date:13/07/2022
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.
We bought our property last spring and it was sold to us as utilities to the property line. I first got ahold of BC Hydro last September to get the utilities started for the house we were having built. I was told by Lora Y**** (the contact at BC hydro ) that I needed to provide a *** of the lot & street with the utilities, my house and driveway placement on it and that it would take 6 weeks. Since the house wasn’t going to be done until spring, I left it until February and then sent in what I thought was what she asked for. She said it wasn’t what was requested (without saying what was missing) and I needed to send in what was requested. Well this went back and forth many times so I had my contractor follow up with it because I don’t have the resources to access what she was requesting. I told her since she knew what she needed to go to the city for what she wanted since she said that what the city gave me wasn’t good enough. Well May 31 (3 1/2 months later) and over $5,000 dollars later, after my contractor hired engineers, utility locators and surveyors, she finally said that the information was what she wanted. ****** *** ** ** *** **** ** *** **** ******* *** *** ****** ******** ******* she said she would put a rush on it and handed it over to another person as my house was completed and ready to be occupied except for the fact that I had no power. Well 22 days later a person emails me and says that a Steven L*** is ready to start on my “design”. Which is gathering all the data to start working on a plan to bring me power. I replied and asked why it takes 22 days to hand the file from one person to another. **** **** ******* *** ******* ** ****** ** **** ******* **** ** *** ****** *** ******** ** **** ** **** **** *** **** ** **** ** **** **** *** ** *** *** ***** ** *** * **** ** *** Then he said it would take at least 2 months. **** * **** *** **** *** **** ***** **** ******* ***** ** ** *********** *** ** ******* **** ** *** *** ***** ** **** * ******* HelpBusiness Response
Date: 25/07/2022
We acknowledge and respond to the BBB’s case for
the customer regarding a new connection request.
The customer was looking for a new
underground connection to their home. They contacted BC Hydro in September 2021.
The project was assigned to a designer, who emailed a preliminary information
letter to the customer on September 9, 2021, detailing all the items we require
before we can start designing their project. The project prerequisites included
a design deposit, site plans, civil and architectural drawings, among other
items.
On March 9, 2022 we received an
email from the customer that included some of the requested documents. The designer emailed back on March
14, 2022 explaining that a few items remain outstanding which were outlined and
attached in a revised copy of the preliminary letter. We received another email
on May 2, 2022, but again, not all the information we required was enclosed. Our
designer replied on May 17, 2022 with another list of mandatory items.
We received an email from the
customer on May 31, 2022, with the remaining documentation enclosed. We
acknowledged the same day that all required information had been received. Unfortunately,
the originally assigned designer had left the team for another opportunity. The
email explained that currently the project was not assigned to a design
resource but that they were in the queue and that once a new designer is
assigned, they will receive an email notification.
Due to workload and resource
constraints, a new designer was assigned to the project and an email was sent to
the customer on June 21, 2022. After a full review of the project, the new
designer called the customer on June 22, 2022 to provide some background on
timelines for the project. Currently, similar connection requests are taking five
months, on average, to complete. However, the designer advised the customer
they will do their best to expedite the request and aim to deliver the
connection in three months.
We are actively working on this
request and remain committed to delivering this request in accordance with the
above schedule. If the customer has any
further questions or concerns regarding their project, we encourage them to
contact their designer.
We trust that the information provided
addresses the concerns raised to the Better Business Bureau.
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