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Business Profile

Electric Companies

Alectra Utilities

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 8 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:08/04/2025

    Type:Billing 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.
    Fraudulent account set up in my name. I want Alectra to do their due diligence instead of allowing criminals to set up fake accounts so honest people get calls from collections agencies demanding money. I have received zero emails or mail about this matter. Just a phone call from a collections agency today. Alectra will be hearing from the police officer on this case. I expect this account and charges removed from my name immediately. I also want Alectra to notify the collections agency immediately and clear my name of this.

    Business Response

    Date: 23/04/2025

    Alectra has been in contact with customer. It was explained what is required to resolve the customers situation. Customer confirmed she understood the process.

    Customer Answer

    Date: 24/04/2025



    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.




    Sincerely,



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

  • Initial Complaint

    Date:22/11/2024

    Type:Billing 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.
    In view of the recent postal strike, I attempted to log into my Alectra Utilities account to view my account, as I have been able to do before. My old pass word was not accepted and I was asked to enter a new one. When I did so, I was confronted with a requirement that I now needed to accept their Terms and Conditions before being given access to my account. Contained therein, amongst other things, is the statement that by accepting the terms and conditions that I will not longer received future statements by mail. I sent an online complaint to Alectra Utilities on November 19, 2024 highlighting my dissatisfaction at being forced to relinquish receiving my future statements by mail. I have not had a reply to this complaint.

    Business Response

    Date: 26/11/2024

    Alectra Supervisor reached out to customer, stepped customer
    through process to access My Alectra to view account and to opt in or out for paperless
    biling. Customer was satisfied with resolution. 

    Customer Answer

    Date: 27/11/2024



    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. 

    The representative from
    Alectra Utilities did assist me and provided instructions as to how to unenrol from
    accepting the paperless mail requirement. 
    There is no other option if you wish to  login into your account. It appears however,
    at least in my situation, that once enrolled you will need the assistance of an
    Alectra representative to unenrol.

    Sincerely,


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

     

  • Initial Complaint

    Date:30/01/2024

    Type:Billing 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 moved out of my old property services by Alectra and move in a new one in Oct 2023.
    The last and first bills I received were estimates and were not reflected of actual use. Alectra has over charged me in both cases. There have been numerous calls to customer support, where I have provided the required meter reading. A manager of some kind is supposed to resolve this but no resolution 4 months later.

    To compare how ******** took care of the a similar issue: one call and it was all resolved on my next bill.

    Business Response

    Date: 21/02/2024

    Alectra has been in contact with customer and has resolved their concerns

    Customer Answer

    Date: 21/02/2024



    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.

    the billing adjustments are already processed 

    thanks for your help



    Sincerely,



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

  • Initial Complaint

    Date:15/01/2024

    Type:Billing 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.
    I live in an extremely small apartment and my bill is much higher than usual. It is a tiny 2 bedroom apartment. There has to be an issue with the meter and it needs to be recalibrated as I am never home and 5 people live across the hall from me and lay $60 to $80 at most. It doesn't make sense and I need a resolution. I have requested assistance on the meter 4 times now without a response. If there is an issue with the meter I would like a refund. I would also have a licensed electrician other than Electra present during the inspection.
    Thank you

    Business Response

    Date: 18/01/2024

    Alectra has left customer a voicemail
    and followed up with email to contact Alectra regarding their concern

  • Initial Complaint

    Date:08/01/2024

    Type:Order 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.
    Alectra billed me for the period Nov 2, 2022 to Jul 18 2023 despite explaining that I am the second owner, not the first and that the purchase agreement was signed on Nov 10 and the house purchase closing date was Dec 15, 2022 and the billing start period was way back prior to the house purchase and that it is ******* to charge me for a period of time in which the house was owned by the previous owner.
    I also explained that after the house was purchased on Dec 15, 2022, the house remained vacant until Jul 28, 2023, since the house was vacant during the entire billing period starting Dec 15, 2022 to Jul 28, 2023 therefore there is no water consumption and I should not be charged anything. They ******* claim I called on Nov 2 to setup the account prior even to the date of signing the purchase agreement which is simply false and *******. The bill was issued less that 5 months ago and yet they want to get away with my money, totally ********* and unacceptable.

    Business Response

    Date: 18/01/2024

    Alectra has left customer a voicemail
    to contact Alectra regarding their concern

Alectra Utilities is NOT a BBB Accredited Business.

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