Complaints

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:31/01/2025

  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.

  My hydro bill has increased over $300 over 3 months with no life style changes. I called nb power customer service and was told it was6% colder this year! Really? We. Are retired and this increase is unbelievable! My November bill was $205 , January $ 514! This is absurd!

  Business Response

  Date: 03/02/2025

  Good morning,

  We've been in touch with C****** ******** regarding her concerns about the recent bill. She is aware that she can contact us if she has any further questions.
  Thank you.

• Initial Complaint

  Date:29/01/2025

  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.

  Last month A** ***** decided to show up at my house with no warning. I work from home. They turned around and shut the power off, which hung up on one of my customers because I had no idea they were even here. I had no email, no letter by mail stating that they were going to be over here at a certain date to put in these lovely little smart metres that they have. I do not want to smart metre and I was not even given the chance to opt out of it because he just turned around went in my yard without my consent and changed it. When I went outside ask him if he shut the power off he said yes that they were changing the metres and I had no say in it. I am not happy with and be power my bills of doubled in December and January. I don’t use baseboard heaters are use only mini splits which I have to do December and turned on my second one in January. My bill in December was $260. How can someone justify using air-conditioning with my mini splits in the summer and only paying $60 a month in the summer months and in the winter I paid $260 an hour this month I get a bill for $279. Please explain this to me and how it makes any sense at all.

  Business Response

  Date: 03/02/2025

  Good morning,

  We have contacted T**** ******* regarding her concerns about the recent bill and smart meter install. She is aware that she can contact us if she has any further questions.

  Thank you.

• Initial Complaint

  Date:24/01/2025

  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.

  There has been a Variance debit/credit on my power bill for over 1 year, I called the power company when it first was applied to my account but was only told that I did not use the amount of energy they estimated and when I asked them to explain this was told it was a new way of calculating energy used. I am now being charged each month so I have contacted NB Power again and they explained that the power company estimates how much power my household will use and charges extra IF we go over their estimation. I feel this is an unfair charge as I pay an approved service charge plus an approved Kw usage charge. I SHOULD NOT be charged because someone is estimating wrong. This should be removed from ALL residential bills.

  Business Response

  Date: 07/02/2025

  Good morning,

  I reached out to R***** to address her concerns. The variance amounts on the bill are part of our approved rate structure, which was authorized by the E***** ******* ***** *****. If you have any additional questions, feel free to contact us at 1**************

  Thank you!

• Initial Complaint

  Date:14/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  my son à canadian veteran that has multiple health problem was suppose to have NB Power connected to his home this summer is still without power and winter is coming . he had been operated to both arms 9 times , also leg and feet . he is now limited physicly and mentaly . he has a diagnostic PTSD . He has problem expressing himself . As a father I am writing to obtain help from someone to help him to have his house connected to NB POWER as son as possible before the coldest day of winter . his address is ** **** ***** **** * ****** ***** * ** * *** *** . thanks in advance for your help regards p***** ******* I can be reach by phone at *** *** **** ** ** * **** ** * ****************

• Initial Complaint

  Date:17/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  There is no options to pay via a credit card, there should have those options to make it easier for the consumer, especially a government agency like NB Power.

• Initial Complaint

  Date:03/07/2024

  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.

  NB hydo installed a new smart metre incorrectly which caused us to have intermitent power outages for a few days (Jan 21 22 23 of 2024). I called nb power on jan 22 they sent someone out to our place but could not find the problem. When I called them back they said I would have to get an electrician out and that the problem was on our end of things and not from their end. When we got and electritian out to our place on the 24 th of jan 2024 he said there was nothing wrong on our end and that it was NB powers' newly installed smart metre installed on NOV 3 2023 that had loose wires so he had to break into their metre on an emergency order that he subsequently took to NB power and filed with them. The whole process cost us over $417.05 and i would like to be reimbursed since this was all on NB power and their new smart metre installation's poor wiring. The NB Power's poor wiring caused the issue or else i'd have no cost to me as i did nothing to cause the issue . I submitted a claim to NB power complaint department and got a letter back from them about 3 months later saying they have no responsiblilty in the matter and won't be reimburing us our cost to fix the loose wiring in their smart metre. I am not happy with NB Power's investigation results as the issue was caused by the loose wiring in their meter box (which according to our neighbours, they source out to individuals without an electrical license) when the smart meter was installed.

  Business Response

  Date: 12/07/2024

  Good morning,

  
  At NB Power, safety is our highest priority, and we conduct meticulous investigations into all claims to ensure a safe environment for everyone involved. Upon reviewing your previous claim, we found that the original denial was based on the facts provided to us.

  
  Thank you,

  Business Response

  Date: 15/07/2024

  Good morning Mr. ********,,

  Regarding the meter box, mast, and internal wiring: These do not belong to NB Power. NB Power only owns the meter itself.

  Thanks

  Customer Answer

  Date: 23/07/2024

   I am rejecting this response because:
  
  

  In response to BBB's July 15th, 2024 email to us stating that NB Power's response was "Regarding the meter box, mast, and internal wiring: These do not belong to NB Power. NB Power only owns the meter itself."

  
  

  If the meter box, mast and internal wiring does not belong to NB Power, please let me know who does it belong to?

  
  

  I do not agree in BBB's opinion that NB has acted in good faith due to the fact that I have been dealing with this issue directly with NB Power and through your organization for months and months and this is the first time that they have mentioned this fact.  Our electrician had a duty to report to NB Power that he had to do an emergency access to NB Power's meter box to fix the issue, this all points to the fact NB Power or its affiliates owned the meter box and its contents. This reply was absolutely ridiculous by NB Power hiding behind this smokescreen. Very disappointed with them and shocked at their reply and tactic at this late time . I have replied within the 7 days i was given.  Thank you very much BBB and Hussain it is not your mandate to resolve these issues but hope that you can publish and make known to society how i have been treated by NB Power and how they conduct business.

  
  

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

  
  

  
  

• Initial Complaint

  Date:26/06/2024

  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.

  Subject: Formal Complaint Against NB Power for Billing Discrepancies and Poor Customer Service I am writing to file a formal complaint against NB Power regarding significant discrepancies in my electricity bills and the unsatisfactory customer service I have received in attempting to resolve these issues. For the billing period of November 2023 and April 2024, I received an exceptionally high electricity bills, despite not using heat for three weeks during those months. April bill was also substantially higher than both the previous month and April of the previous year. Upon contacting NB Power for an explanation, as I did back in November, I was directed to use an online calculator and was assured that their smart meters are "extremely accurate." However, no adequate explanation was provided for the discrepancy. Despite their promise that an energy advisor would contact me within 8 to 10 business days to address my concerns, this never occurred. When I followed up, I was ridiculed and falsely informed that someone had called and left a message, which did not happen. I believe I am being unfairly charged and that NB Power is not addressing my concerns adequately. This situation has caused significant stress and inconvenience. Given that NB Power operates as a monopoly in my area, this issue is extremely concerning. I request the Better Business Bureau to investigate this matter and assist in resolving the following issues: 1. An accurate and detailed explanation for the unusually high bills for November 2023, April and May 2024. 2. A thorough review of my billing history and meter readings to ensure accuracy. 3. Compensation for any overcharges identified during the review. 4. An apology and assurance that NB Power will improve their customer service practices. Please let me know if you want copies of my bills for the months in question, as well as records of my correspondence with NB Power. Thank you for your assistance in this matter.

  Business Response

  Date: 02/07/2024

  Good Morning

  Our energy inquire team has been in touch to discuss these concerns with this customer.

  Thanks 

• Initial Complaint

  Date:11/04/2024

  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.

  Trying to get copies of the bills for my home at acct # ******** at ** ***** ******* McAdam,nb ******

  Business Response

  Date: 12/04/2024

  Has been previously informed what is required to access the account in accordance with privacy laws. 

  Customer Answer

  Date: 23/04/2024

  I have heard from NBPower and they finally find the Consent Court Order that I sent to them three times.  They have sent it on to their legal department and I have not heard anything back.

  
  

  Thank you 

  
  

  ***** ****

• Initial Complaint

  Date:13/03/2024

  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.

  NB power came to replace my hot water heater and while they were doing that they broke a pipe and tried to say it was already like that which it was NOT ...then just left it leaking!!!

  Business Response

  Date: 15/03/2024

  Good afternoon, 

  We appreciate you reaching out to us. After reviewing your feedback, I can confirm that today, March 15th, a supervisor was in contact with you. The Customer's Plumbing was leaking when our contractor arrived on site and this issue was not related to the water heater or the work done by our contractor. 

  Thank you

  *********

• Initial Complaint

  Date:07/03/2024

  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.

  NB Power are installing smart meters on residential homes. They are supposed to 1. Send notice in mail 2. Send reminder call/email opportunity to opt out 3. Knock on door before install advising power outage 4. Leave pamphlet after install I received none of the above and on Feb 12/24 except #2, banged on the door, scared my daughter out of her sleep and I had to leave work to come home to see what the commotion was banging on the side of my house. I received, via email, feedback from the following morning Feb 13th I requested call back. From Feb 12 to present March 7 I’m getting intermittent power outages, losing internet while working from home. I would have definitely opted out of this had I been given the opportunity as I was supposed to be given. Finally today mar 7 I called NB Power to complain and request my old meter be put back as I wasn’t given the opportunity to opt out and I do meet that criteria. I was told I can’t now and she apologized and said best that can be done now is 2 way communication stopped but no idea when that will happen. I asked when I can speak to a supervisor about this and was told 5-10 business days!!!! My bills are due when due though and never late receiving those. Absolutely disgusting. This is NB Power’s incompetence and I have to pay for this!!!

  Business Response

  Date: 08/03/2024

  Good morning, 

  We appreciate you reaching out to us. After reviewing your feedback, I can confirm that yesterday, March 7th, a supervisor was in contact with you. As we value, your feedback, we have forwarded your concerns to our meter deployment department regarding the steps being missed during smart meter installation. Additionally, we sent a trouble call to our field personnel regarding the issues you've been experiencing. 

  When it comes to smart meters, these are the new meters, and we can turn off the 2-way communication if requested. Yesterday, a request was submitted. 

  Thanks, ******

   

  Customer Answer

  Date: 08/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21399626, and find that this resolution is satisfactory to me.

  **provided the power interruptions are rectified and two way communication has been stopped.  If not done within a reasonable time frame I will reapply a complaint regarding this.