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:23/02/2025

  Type:Customer Service 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.

  Nova Scotia Power has not rolled over the end of year settle up of approximately 3000kWhrs of energy that was surplus from last year. I received confirmation in the attached email that this would be carried over into 2025. I am on Time of Day billing, so even if I have made an excess overall, I may not be able to apply it to the month that I generate it, hence how important it is that I have last year's excess for the start of 2025 (the cold season - when I need the excess, and budgeted to use it). If I am (as I was expecting to) heating my house at night, and pulling energy at night, but not generating at night, I may have to pay cash because my carryover from last year (which I expected, from discussions with NSP, see attached) is being taken away from me. Further, this is pushing me to: 1. Stop using my battery to offset my daytime consumption 2. Stop using more energy at off hours I'm essentially being incentivized to use energy during peak hours, which is totally contrary to what NSP is advertising that they want a consumer to do. I really hope that NSP will understand: - that I was told that I would get the carryover into 2025 - that I budgeted based on this This is very unfair to take away needed credits and penalize a customer who has made huge efforts to do the right thing: 1. To penalize a customer for sticking to Time of Day by taking away their roll over from previous months, when it is fully understood that: - NSP wants me to use energy in non-peak hours - I cannot generate energy in most non-peak hours (sun goes down at night) - NSP will not allow me to use peak hour credits for non-peak use until the end of year 2. I was told the money from last year would carry over

  Business Response

  Date: 03/03/2025

  Good Day,

  We have spoken to the customer and there was confusion around the program and how it works.

  Below are the results:

  Good Day J******
  
  As per our telephone conversation:
  
  I have reviewed your account.
  
  As a result of the misinformation that you were given earlier, we are crediting the amount of $609.86 to your NSPower account for the  3161 Kilowatts that were forfeited at the end of this calendar year (2024).
  
  As you now have the information and understanding of how the program works, this will be a one time credit for the confusion surrounding your account.
  
  Thank you for your patience as we were working to resolve this issue.
  

  
  The customer is very pleased with the outcome.

   

  Customer Answer

  Date: 03/03/2025

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

  Thank you for your time and for the clarity provided.

• Initial Complaint

  Date:21/02/2025

  Type:Billing 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.

  On Oct 29 2024 I applied to be a participants for NS powers time of use pilot programs (which gave the false impression of cheaper rates during off peak hours). It clearly stated my application would be reviewed and I would be kept up to date on application status if accepted, more info on the pilot would follow, spaces was limited. No further communication received until Jan 28th. I receive a letter in the mail welcoming me the program and outlining the program details, I then realized off peak hours were standard rate and peak hours were higher, no cost savings. Called NS Power office was closed, so I called the following day Jan 29. Spoke with Agent and requested to be removed from the program and the bill be adjusted as just received a letter in the mail the day prior, advising I had been accepted (allow to withdraw at any time). Original rep advised team sent an email on Oct 29th advising of acceptance into program, my reply: email received on 29th (attached) clearly says application will be reviewed and further information will be provided if successful and not that I had been accepted into the program. Rep advised she would call back in few days after investigating. No call back received so called them Feb 21. Agent advised team did an investigation and would not issuing an adjustment. Agent advised my fault as I applied for pilot program, I countered with I was told I would be notified if I was accepted along with further info, which was not received until Jan 28th at which point I reviewed info pamphlet and called to have myself removed from the program. Had I received the info prior to that date I would have withdrawn at that time. Agent replied stating team sent email on OCT 31st( unable to find in any of my inboxes) but could not provide me with proof of email delivery in outgoing mailbox or delivery report. Also could not explain why acceptance letter was sent in the mail months later (Jan) advising me I had just been accepted into the program.

  Business Response

  Date: 28/02/2025

  Customer was on TVP and had never received information on how program works.  As a result, her bill was higher than anticipated.   I calculated what her bill would have been if not on tvp. I credited the difference to her account.  Customer is now off tvp.  

  Customer was very pleased with outcome.

   

   

  Customer Answer

  Date: 03/03/2025

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

  Lori called and spoke with me she was very kind and helpful. 

• Initial Complaint

  Date:21/01/2025

  Type:Product 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.

  NSP offers Energy Insights with their Smart Meter program that at first they stated was updated daily, no when contacting them they say every 2 days, but I have went has long has 5 days without updates. On January 18th I checked my usage and the last 2 hours of the days report my usage doubled. We were in bed and concerned why. So we waited patiently to see if continued to to increase or stay at that usage. It has not been updated since Midnight January 17th when our usage for that hour doubled so we do not know if it continued. I called and basically my issue was dismissed but was given instruction on how to access it. This is third time since Nov 25 this has happened. Pls note, there is no banner notice on web page like for other issues like the Postal strike or rate increase. CS had no info on possible issues. They used this program to sell the smart meters to customers but don't seem to provide assistance or information when it seizes to function, a jump in usage was supposed to help customers per their sale pitch to know if their were issues they need to address. I find it strange that my access to this information is cut off right when my usage doubled at the end of the day January 17.

  Business Response

  Date: 07/02/2025

  We spoke with her on January 22nd. She was satisfied with our response but did not update the BBB.
  
  Regardless, we discussed **** *******, ***** ****** ******** ** ***** and the availability of **** Meter Data Reports upon request.
  
  The conversation focused mainly on billed consumption. We discussed historical consumption at the premise, meter accuracy, and dispute meter testing.
  
  No further action was taken on the account as the customer is pleased with our response. They have our personal contact information if they wish to review billed consumption in the future.

• Initial Complaint

  Date:12/08/2024

  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.

  Hi, My name is ******* *******, I am having an issue with nova scotia power. I am financially struggling like everyone else in this overtaxed province. I am on a budget bill with ns power. I have never missed a payment. I get paid bi -weekly so I pay all of my bills including ns power bi weekly, as it is too hard to get by trying to pay it off of one pay. Instead of using the money from my biweekly payments for my monthly bill, they put it into an account credit, and send me a bill as if it weren’t paid. I had a credit of 280$ last week, I emailed saying I want them to take my august bill (121$ as per my emailed bill) from my credit on my account. What they did instead was change my bill to 280$ to drain my credit and then slapped me with another bill for the end of this month. They claim it’s a bi monthly bill, but July’s bill was already paid in full so they had no right taking two months unless the two months was August and September with another bill due in October. This greedy corporate conglomerate with a monopoly on the power business, is stealing my money. I already paid for July IN JULY and they went and charged me AGAIN FOR JULY. I want a cheque for my credit back, minus the 121$ august bill. Therefore, 280(credit)-121(august bill). I don’t know why they think I’m sending them money biweekly for any other purposes except my damn bill, they are delusional if they think I’m using them as a savings account that I have no access to or control over. They are a power company, not a bank or financial institution. They way they do business is disgusting. Is there anything you can do? ******* *******

  Business Response

  Date: 13/08/2024

  Good Day,

  I have contacted ******* *******, she had since called in and spoke to one of our supervisors.  
  
  How the budget works and the payments and credits were explained to her and she now understands.

  I reiterated once more that any credit at the end of the year can be refunded or rolled into next year's equal payments.

  She apologized to us for the misunderstands and I advised that anytime she needs help to please reach out and we will certainly work with her to resolve any issues,.

   

  Thank you,

  **** 

  Resolve Team, NSPower

• Initial Complaint

  Date:23/07/2024

  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.

  I am writing to bring to your immediate attention the urgent issue of a severely leaning power pole located at **** ***** ****. Over recent months, the pole has noticeably leaned further after each storm, raising significant concerns about its stability and the potential danger it poses to the community. Given its precarious state, I am extremely concerned that the pole may fall, posing a serious risk of injury to residents and passersby, as well as potential damage to property. The safety of our community is paramount, and addressing this issue promptly is crucial to prevent any possible accidents. I kindly request that Nova Scotia Power dispatch a team to assess the condition of the pole and take the necessary steps to replace it as soon as possible. Ensuring the structural integrity of the power infrastructure is essential for the safety and well-being of everyone in the vicinity. NS POWER refuse to replace the pole. I am extremely worried

  Business Response

  Date: 09/08/2024

   A voicemail was left for Mr. ******* by one of our Customer Care Supervisors on August 1st regarding this concern.  It was advised based on the opinion of two of our regional planners, the pole is slightly leaning but at no risk of falling.  Another voicemail was left as well as an email advising the same thing.  At this time there is no further action to take place regarding this pole.

• Initial Complaint

  Date:02/04/2024

  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.

  On March 24th I took a power surge into my house. This surge took out my major appliances. (Less then 2 years old) I had a repair person to look at them and I was notified that it was a surge that took them out. I submitted a claim with NSpower. They contacted me on April 2 and advised me that my house did in fact take a power surge due to a tree coming down on power lines near to me. But they advised me they are not responsible due to it was caused by weather. I pay good money to be supplied with a product by NSPower. **** ********* ***** ******* ** *** ********* ** ** ********* *** **** ********* ** *** **** *** **** *** *** ******** ***** ******. This is not fair nor acceptable. I would like them to cover the appliances they have damaged. This has caused me undue hardship and I lost hundreds of dollars in groceries.

  Business Response

  Date: 15/04/2024

  An email correspondence has been sent to advise that our Claims team did come to the correct decision as the cause of this was weather/nature.  The circumstances for which were outside of Nova Scotia Power's control.

  Business Response

  Date: 15/04/2024

  An email correspondence has been sent to advise that our Claims team did come to the correct decision as the cause of this was weather/nature.  The circumstances for which were outside of Nova Scotia Power's control.

  Business Response

  Date: 15/04/2024

  An email correspondence has been sent to advise that our Claims team did come to the correct decision as the cause of this was weather/nature.  The circumstances for which were outside of Nova Scotia Power's control.

  Customer Answer

  Date: 15/04/2024

   I am rejecting this response because:
  
  

  I was told that it was due to a tree branch falling on the line. Is it not NS powers responsibly to ensure their infrastructure is free and clear of potential hazards that could impede their ability to provide their service to customers? 

  
  

  If so they failed to keep their lines free and clear of hazards that have directly impacted my service and has caused me a surge that has resulted in my major appliances being destroyed. These appliances are just over a year old. 

   

  I pay for a service from their company and they have caused me finacial and undo hardship. Then to tell me "yes sorry you definitely took a power surge but we are not responsible" is unacceptable. 

   

   

  Customer Answer

  Date: 15/04/2024

   I am rejecting this response because:
  
  

  I was told that it was due to a tree branch falling on the line. Is it not NS powers responsibly to ensure their infrastructure is free and clear of potential hazards that could impede their ability to provide their service to customers? 

  
  

  If so they failed to keep their lines free and clear of hazards that have directly impacted my service and has caused me a surge that has resulted in my major appliances being destroyed. These appliances are just over a year old. 

   

  I pay for a service from their company and they have caused me finacial and undo hardship. Then to tell me "yes sorry you definitely took a power surge but we are not responsible" is unacceptable. 

   

   

• Initial Complaint

  Date:14/03/2024

  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.

  In December 2023 Nova Scotia Power sent me a marketing email offering me the opportunity to save money on my power bill by signing up for a "critical peak period" program that would offer a lower kwh rate for off period time and a 10x factor rate for on-CPP periods. The email was adamant about the savings I would recognize by lowering my consumption and avoiding using items like dishwashers and dryers during on-peak period billing. I agreed and signed up. My bill arrived and at a year-over-year view my usage is down from 4148kwh to 3955kwh. However, because of the program 183kwh (representing 4.6% of total household usage) I was charged $261.46 (representing 28.9% of total bill). If I was not on the program my bill would be charged at a rate of $0.17/kwh compared to my $0.15/kwh lowered rate. The difference between those rate charges equals $82.81 which, when divided by the CPP 10x rate of $1.43 equals 57kwh of usage. That amount (57kwh) represents 1.5% of total household usage and would be impossible to lower due to regular household use from things being plugged in, heat on, etc. I submit that there is no reasonable way a customer can save money on this program and NSP has engaged in ********* ********* tactics targeting people with multiple savings messages and not representing the program in a way that is clear to the consumer in that they will undoubtedly be charged more. I also submit that the rates NSP advertised of $0.14 off-peak and $1.42 on-peak are false as my bill shows rates of $0.14906 and $1.42872. I did my part by lowering consumption and avoiding use during on-peak hours yet NSP did not hold up their end of the agreement and offer "savings" Without question this has affected many more customers and I can only imagine the turmoil these charges are having on households across the province. Bill and emails have been attached for record.

  Business Response

  Date: 22/03/2024

  We are currently working with the customer to determine a resolution to their concerns.

• Initial Complaint

  Date:02/02/2024

  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.

  November 28, 2023 - advised NSP that our yard light was not working, was told it would be replaced within 60 days. Called again beginning of January, was told our work order was cancelled and had to file again. We live in the country and the yard is very dark without it. Called again last week and was told the light would be fixed by end of this week (Feb 2), still not done. We are paying every month for this light which isn't working, we just want our light fixed.

• Initial Complaint

  Date:02/10/2023

  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.

  My bills were 150 every two months then suddenly jumped to over 400 to 500 dollars every two months. I asked them to look into it several times and I also told them I have lived in the same location since 2016, and the power should not be hooked up anywhere else. We are not high energy users as we are not home that much. We are not running power tools. I live in a company house, we do not run electrical heat. Only the refrigerator and washer and dryer are plugged in the outlets. Thanks.

  Business Response

  Date: 27/10/2023

  A Senior Specialist who specializes in billing inquiries and energy advice will reach out to Ms. *********** to further discuss her bill inquiry.

   

  Our team last spoke with Ms. *********** in Aug, 2023 regarding her billing inquiry and confirmed usage/billing accurate; at this time we also went over her heating source, hot water, central air system.  Prior to this, in June 2021, we addressed a high bill inquiry for Ms. *********** again confirming billing usage was accurate. 

   

  If I can be of further assistance, please let me know.

   

  Regards,

  *****

• Initial Complaint

  Date:25/09/2023

  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.

  First of all, they charge way too much for deposit of $1200 period they gave me 12 months to pay this. I made arrangements of a $100 a month for the 12 months period I was putting money on the account towards the power bills they took all the power bill money and put it on the deposit so that it was paid, now they're harassing and threatening to turn my power off because I can't pay all the power bills that I Thought I paid. They are the ones that made the mistake now saying they can not fix it. But I have to fix it by paying the power bills that I paid already. They other need to fix the bills by taking the money off the deposit and putting it in the bills as they were to do. Or stop Harassing and threatening me until I can get it paid. I have talked to so many people telling me it was there mistake I will be fine. That is not true. I got a letter in the mail tjay was dates Sept 1. I just got it Sept 22. Tell me they did not do that ones on Purpose.

  Business Response

  Date: 25/09/2023

  Good Day, 

  We have spoke with ******* ********* and came to an amicable solution.   The deposit has been waived on her account with just a warning if it were to fall behind we may add a deposit in the future. 

  Gave updated balance on account. Both sides are happy with the outcome.