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Business Profile

Utility Contractors

Nova Scotia Power Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Contractors.

Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/12/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 father contacted me telling me that Nova Scotia Power hired Collectcents to collect an account that is under my name but instead of informing me or reporting it to my credit bureau they did so on my fathers credit bureau which he is born in 1958 I am born in 1984, Our names are somewhat similar but dob and sin numbers are very DIFFRENT I contacted collectcents the agent laughing saying oh we know the issue but pay us first then we can explain how to resolve the issue at equifax Canada for your father but until then we are not helping. I contacted Nova scotia power and the agent was as friendly as a vulcher saying the exact same words almost as there collection agency and laughed at me when I said I will get the media involved he then said no problem I will place a note here authorizing the media to contact us on your behlaf I am now hinging up the phone I asked for a supervisor and he hung up. So this is how Canadians treat Canadians ruining an elder mans life so they can attempt to get what they want, especially this is a disputed account.

    Business Response

    Date: 23/12/2022

    We have been in contact with Mr. ********-******* as well as the Credit Bureau and are working to resolve the issue.

  • Initial Complaint

    Date:05/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Since Hurricane Fiona I have been without power, I have been very understanding up until last night. I had a crew from Cape Breton come and remove a tree with a crane and was informed when they finished that they would then just need to call the office and mine and my neighbours (only two people in the entire trailer court without it) would be turned back on with a couple of hours. Well, today I am being told October 9th, I am a senior on a fixed income and so is my neighbour, we are freezing at night and starving with no food. I have gotten some help from family and friends but this is getting ridiculous. Please turn our power on today!

    Business Response

    Date: 31/10/2022

    HI,

     

    Yes outage responses are tricky as they are based on our restoration process.

     

    We will follow up with the customer again and submit formally.

     

    ****

  • Initial Complaint

    Date:29/09/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    They charged me $100 more when using less power. Called to find out why and got hung up on by an agent that would not identify themselves. Then spoke with Judy who refused to allow me to speak to a supervisor/manager after keeping me on hold for 30 minutes. Issue was never resolved.

    Business Response

    Date: 14/10/2022

    Mr. ***** spoke with a supervisor on Sept 29th who provided him with possibilities for why he's power usage may have increased.  Mr. ***** denied those possibilities as he believed the issue is related to the smart meter that was installed on his property.  The supervisor explained that if there was an issue with the smart meter it would have been noticeable from the beginning as it was installed in April of 2021.  Mr. ***** still believed there was an issue with the smart meter so on Sept 29th a request was made to change out his smart meter and submit it for testing.  As Mr. ***** request was made during Nova Scotia Powers restoration efforts due to Hurricane Fiona the change out for his meter was delayed.  A technician visited Mr. ******* property on Oct 12th to change out the meter to which it is now awaiting testing in Nova Scotia Powers meter shop.  Testing will be completed over the next few weeks and Mr. ***** will be contacted regarding the results.

  • Initial Complaint

    Date:11/09/2022

    Type:Product Issues
    Status:
    Answered
    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 power bills are significantly higher since NSP installed a smart meter. It feels like I'm being scammed. I'd like my old meter back.

    Business Response

    Date: 16/09/2022

    Upon reviewing the account associated it would appear the customer has never contacted Nova Scotia Power regarding a high bill concern in all the time since the smart meter was installed.  I spoke with the customer briefly on Monday at which time he advised that he didn't have time to speak with me so we arranged a time to speak on Tuesday.  I followed up on the arranged call time on Tuesday but the customer didn't answer, I left a voicemail my direct contact number for him to call me back.  I called again today (Friday) to once again attempt to follow up with him but he didn't answer.  I left him another voicemail again providing my direct contact number as well as my email so that he can follow up with me at his convenience to discuss the issue if he wishes to.  I also provided the contact number for the Customer Care Center which is open 8am to 8pm Monday to Friday in case my working hours conflict with his.

  • Initial Complaint

    Date:24/08/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have been trying to move into our new mini home since June 27,2022. After clearing trees from our driveway, we had a site inspection,to be approved for power. The standard wait interval seems to be two weeks. Two weeks later,we had a the wiring inspected and approved. We were told that power would be connected in two weeks time,last friday Aug. 19. Nobody showed up. Monday we called back and were told it would be done tuesday for sure. It is now wednesday and still nothing. As of tomorrow,Aug.25, we have no where to live. We cant afford to live in a hotel any more. Nova scotia power is abusing the monopoly that was handed to them. How about citizen safety and comfort before their enormous and unwarranted profits. We need our home open and powered! Our contractors cant get any work done due to these delays.

    Business Response

    Date: 29/08/2022

    The individual who filed the complaint was not listed on the account or the install order that is mentioned.  Because of this I was unable to call and discuss this issue with them due to the privacy act.  However, I contacted customer who created the install order and confirmed with them that the work was completed last Friday August 26.

    Customer Answer

    Date: 29/08/2022

    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.

  • Initial Complaint

    Date:06/06/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 change my pre-authorized payment to a new bank account but NSP has billed the old account despite the new setup. Once the payment didn't go through they charged me a NSF fee. On the phone, they refused the acknowledge the mistake and kept saying it was my fault and refused to refund the NSF fee. My bank charged me an additional 45 dollars for the transaction. My account has been fully funded, the auto pay was correctly set, but yet they refused to do anything. I suffer from depression, take prescription medication and am going through therapy and this has taken an enormous toll on my treatment by being blamed for somethin it was not my fault.

    Business Response

    Date: 07/06/2022

    We apologize for any miscommunication on the process of updating of the bank account for Mr ********* Auto pay. We have created a goodwill credit adjustment on the account in the amount of $68, to cover both the NSF fee incurred directly on his NS Power account and the NSF fee charged by his bank. This credit adjustment will show on his next billing statement which is estimated to be sent out the middle of June. Mr ********* account is on our Equal billing plan for $94/month and as the June payment was returned NSF it remains outstanding. We will have one of our Customer Care supervisors call Mr Morelli to discuss his options to use the credit towards the $94 bill or to have the credit go towards the account balance, whichever will work best for our customer. 

    Business Response

    Date: 04/07/2022

    Yes, thanks!

    Customer Answer

    Date: 04/07/2022

    Yes, thanks!

Nova Scotia Power Inc. is NOT a BBB Accredited Business.

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