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:10/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint against Nova Scotia Power Inc. on account of undue delays and the resultant financial hardship which I have experienced over the last 21 days. On Tuesday, June 20, I contacted NS Power to obtain a CSO number – I was advised that the scope would be scheduled for July 24. I asked if anything earlier is possible - a request was submitted and I was told I should expect an answer back within 24-48 hours. On Friday, June 23, I phoned back requesting an update. The agent, advised that no response had yet been received and that I should receive an update soon. On this call I explained the urgency for the request - in the crawl space of our home we have a de-humidifier running on a rented generator to keep drywall and certain valuables which we have placed there for storage, dry. Again, I was assured that I would receive an update soon. I called NS Power 9 additional times between June 26 - July 10 requesting an update. On each call, I advised the NS customer service agent of the reasoning for my call and the urgency for my request. Today, I was shocked to have been advised of the following: 1. My service request had only been submitted on Thursday, July 6 2. My scope date, previously scheduled for July 24 may be further delayed. 3. After I obtain a scope, I should expect “significant delays” before a rough-in electrical inspection can be obtained. 4. With respect to my request to have their colleague, Patricia, contact me directly (initially requested on Tuesday, June 27), no record of this request exists on file. Separately, on Thursday, June 15, I submitted a tree trimming request, informing the agent (at that time) that I had an overgrown tree in my front yard that was directly in contact with the primary electrical lines and that I would like the tree limbs trimmed. Today, I was told this is not “priority”. My hope is to expedite the completion of an electrical scope, scheduling a rough-in inspection and tree trimming.

  Business Response

  Date: 19/07/2023

  We are currently working with ****** ***** to resolve the issue as soon as possible.

• Initial Complaint

  Date:18/05/2023

  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.

  Want power poles in Musquodoboit Hbr for 9 months!! Work order *******, **** Scotsdale Drive. "scope" with the planner was August 25, 2022. Hurricane had a shut down for a month of all new construction work, I was told, so job remained in limbo for the month of October. In November I began pushing strongly to get the planning and staking completed. We filed our easements, cleared the trees and everything was completed in December. NSP thought a few trees needed to be cut near an existing pole but the tree company came to the gate and was not given the code or my name from the file so couldn't get in. I cut the trees myself in order to get the work scheduled. We paid the bill in full the 1st of January. After HOURS of phone calls and asking for schedule dates, someone finally showed up on April 20. They installed all poles except one because they hit rock. They did not explore 1 or 2 feet around the area, they left and said they "filed paperwork for that pole". ?? May 5 I started calling to find out what is going on with the pole, no response until May 15 where they asked if I would agree to rock breaking charges as they needed to break rock for that pole, or if I would like to hire my own contractor to do it. I responded wanting information, I knew it was granite and not breakable and so I wanted to know what their plan was. Noone would answer, yet they promised it would be done by May 17. Noone came. I emailed -said I will take care of the hole myself. hired my own guy -raised the road, created a hole 7' deep for the pole. NSP calls to say they are installing a trimount to be drilled to the rock. I explained they don't need to do that now, just set the pole. They tell me I may get charged fo trimount anyway even though I didnt agree to this. Supposed to come 5/19 -and say they may still use the trimount since it was scheduled. Took the temp down since the meter is now on the house. Subtrades won't come because we have no power. This happens every single job.

  Business Response

  Date: 26/05/2023

  The requested installation was able to be completed yesterday.  I've reached out to Lisa Gaetz and we will be following up and reviewing this project in further detail next week.

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a new service brought in to my property starting in sept 2022, we are now May 2023 and i cant get an answer/timeline from NSP. After callong their customer service line 15+ times,getting passed around, I cant get anything out of them as to why I'm unable to get hooked up. Every step of the process was supposed to be 5-10 buisness days. It took 4 months to get poles, 2 months to have wires and a transformer, now 2 months for final connect after my final inspection has been completed ( March 17th). They have sent the wrong crew to install a meter when i dont even have power yet. It's a giant case of the left hand not knowing what the right hand does. I have escalated the issue as high as it will go, to no result. The remaining work ( final connection at the transformer) is a 30 min taks.

  Business Response

  Date: 19/05/2023

  I've reached out to the customer via email to confirm if the work had been completed in the interim.  As my field operations department is confirming the work that needed to be completed by a lineman has been completed.  Currently awaiting a response.

• Initial Complaint

  Date:19/04/2023

  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.

  NS power has taken over 8 months to wrap my power lines, I have been given several (7) dates that the service was due to be completed and a crew has never turned up. The issue has been escalated to a supervisor a couple of times but I never hear back. Customer service seem to be unable to do anything and I have no way to escalate this any further. This work really needs to be done because it’s stopping me from being able to do maintenance on the siding of my home. It is absurd that it has taken this long and that every time I have spoken to NS power it seems like I get back to square 1 with them.

  Business Response

  Date: 04/05/2023

  We have been in contact with Mr. **** but it seems the work request was completed in the interim.  As there was a significant delay in the completion of the work a credit was placed on Mr. ****** power account for the inconvenience.

  Customer Answer

  Date: 04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19954957, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/03/2023

  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.

  This writer lodged a complaint here weeks ago regarding inoperable street lighting around my apartment building at 4** ****** ******* *** *********. The has ongoing since last March, with no attempt to repair. Following my complaint here, a person claiming to be representative of NSP contacted me stating that the lighting would be fixed within days. Again, nothing was ever done, and my on site personnel advise that nobody had ever attempted to repair at any point. The person on the phone seemed uncaring, therefore I suggest they have no respect for either this entity or me as a citizen and reliable customer. Should I now retain an attorney to deal with this? How will I get my lighting restored??

  Business Response

  Date: 14/03/2023

  There was a misunderstanding regarding the ownership of the lights Mr. ***** was referring to.  I've been in email contact with Mr. ***** to verify the lights in question and determined that they are not owned by Nova Scotia Power.  I apologized to Mr. ***** for the delay to make that discovery.

  Customer Answer

  Date: 14/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19541686, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:22/02/2023

  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.

  The writer owns a six-unit building at *** ****** *** *** *********. Since last spring, three consecutive street lights nearest to my property have been inoperative. I’ve complained to the CBRM since then, and was told a request was made to repair the lighting to NS Power. No repairs were ever made. The writer has been complaining to the municipality and the NS Ombudsman’s office since the spring about the lights, since I suspected I’d be an intermediary given I pay property taxes to the CBRM for the service, but nothing has been done. I’ve also requested personally last year via the telephone reporting service, but again, no maintenance on the inoperable lighting. My tenants have long complained that the absence of the lighting has lead to vehicle break-ins, etc. as well as prowlers around the property. PLEASE HELP.

  Business Response

  Date: 27/02/2023

  I spoke with Mr. ***** today and advised a crew will be heading out the address tomorrow (Feb 28th) to repair the broken streetlights.

  Customer Answer

  Date: 27/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19452005, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/01/2023

  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.

  The construction company I work for has been trying to get answers from NS Power on why it has taken more than 4 months to get a temporary power service hooked up. This multi-million dollar project has spent out more than $100,000 on renting equipment because they won't come to hook up power. Weekly and daily calls only get us "it's been escalated and a supervisor will get back to you" for a response. Supervisors have never called. Customer service reps tell us repeatedly that when they have a crew available the scheduling department will set a date pending any emergencies and let us know. This seems backwards and poor customer service. You book an appointment, set a date and time and keep it or reschedule if an emergency does come up; but they won't even give us a date....so how are others getting appointments? All requests to speak to a supervisor have failed. There are no other ways to contact those in decision making positions. If I have a complaint about a service or product or an employee....I want to speak to someone who has the power to resolve the issue. We are at the mercy of a monopoly.

  Business Response

  Date: 18/01/2023

  I have been in contact with Ms. ******* regarding the concern.  As it is going to take a little bit of time to get a resolution on this issue I have provided Ms. ******* with all my direct contact information and will continue to work with her until the issue is resolved.

  Customer Answer

  Date: 19/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18714287, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:09/01/2023

  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.

  Reported my paid security light out on Oct. 7, 2022. Told could take up to 30 business days for repair. Repair was “escalated” by NSP on Nov. 25, 2022. Phoned multiple times…promises of return calls but never happens. Jan. 9, 2023 and STILL NO REPAIR but charges are still included on bill. I am a senior female living alone in a dark rural area. I have completely lost all patience with NSP. THEIR LACK OF CUSTOMER SERVICE IS DISGUSTING.

  Business Response

  Date: 11/01/2023

  A supervisor has been in contact with Ms. ******* regarding the delay in repairing the light.  A crew was sent out to the address and completed the repair on January 9th.

  Customer Answer

  Date: 12/01/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18707679, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/01/2023

  Type:Order 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.

  Can't get NSP to answer the phone. In December 2022 I called multiple times with no response, just stayed on hold! Finally, on Dec 13, I managed to get my problem resolved after 43 minutes. After I got off hold, the agent was awesome and solved my problem quickly! I had requested NSP bills be emailed to me and provided the email address to be used. The delay for service by phone was initially blamed on power outages and before that it was Fiona. I understand that power outages are a priority to resolve but I am specifically pushing buttons for Billing, not the power outage line! Today, I called Billing again, and waited 51 minutes on hold being told to wait for the next available representative and that they have higher than normal call volume! Well guess what! They ALWAYS have higher than normal call volume because there are not enough people answering the phones! My Dad has two accounts with NSP and I only received emails for one so I had to guess at the bill and send money because they won't answer the phone! **** answered at 51 minutes and was great, but it is not fair that agents should have to deal with customer frustrations due to NSP's lack of customer service provision! I would like NSP to address this concern with me on the phone.

  Business Response

  Date: 09/01/2023

  I had a conversation today with Ms. ******** regarding the long wait times she experienced.  I advised that Nova Scotia Power as of Jan 04th has changed its hours of operation in Customer Care to 8am to 6pm from 8am to 8pm.  The change in hours has allowed Nova Scotia Power to have more staff available during peak times to help reduce the wait to speak with a Customer Care Rep.

• Initial Complaint

  Date:14/12/2022

  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.

  NS power has not connect power to our new build. Account #******** ******** ******* ***** **** ***** *** *** *** We have followed all the steps necessary in order to be connected. The temporary service was installed May 2022. The easements were done 03 Nov 2021. #119574649, #119574904 The connection inspection was done on 25 Oct 2022. At this point without having power to the building we are starting to get mold. I have been calling once a week for over a month now trying to find out a connection date, but they haven't done anything.

  Business Response

  Date: 23/12/2022

  We have been in contact with Mr. ****** and are working to get power installation completed as soon as possible.

  Customer Answer

  Date: 23/12/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18572103, and find that this resolution is satisfactory to me.

  Thank you so much, we were contacted multiple times on 21 Dec from NS power to resolve the issues.  We are finally getting hooked up the 28th of Dec 2022.

   

  Thank you

  ***** ******