Complaints

• Initial Complaint

  15/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Friday, November *** at approximately *** Enmax came and replaced our electrical meter. They caused a surge which killed our oven and microwave wall unit. I called Enmax on Friday, November ***. They opened an investigation and said they would call me on Tuesday, November ****. I never received a call. I called them on Wednesday, November **** and they said someone from the investigations department would call me back that day (the ****). I still have not received a call (by the evening of Thursday, November ****). We have purchased a small microwave to use while waiting to get this resolved ($**). We have contacted *********, the company who made our Jennair oven and microwave unit. Due to the age of the unit (about ** years) it is most beneficial to buy a new unit. Fixing the old one would cost approximately $**** if the parts are available which they most likely are not. We will need to purchase a new unit. New Jennair units cost approximately $****.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On October *, 2024, I was billed to reconnection fees for gas and electricity totalling $****** that I did not authorize. I purchased the home recently and connected services with ENMAX. Afterwards I received a bill for "reconnection fees" even though I never disconnected services or failed to pay any bill. They have been unable to resolve the issue after multiple attempts by myself. I have repeatedly asked for a supervisor to call me and I have never had one call. If the previous owner disconnected services they already paid a fee. I should not be responsible for starting new services to incur the previous owner's actions. I was never told there was a fee for "reconnection" of my gas and I have chat email proof attached. In addition, ****** said they would waive the electrical limiter removal reconnection fee but ENMAX has yet to do so and is still charging me. Even in the chat one can see that I said I am not reconnecting I already have services and to get a supervisor to call me. The supervisor never called and they billed me without my authorization.

• Initial Complaint

  16/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have entirely paid out an equalized payment electricity plan with Enmax before the term as I was switching electricity provider. Since then, each month, my bill is showing late charges. Every month, I contact them and they advise me to pay the current month without the late fee. I do pay that sum and they reimburse the charge, but then they charge a new late fee. This has been happening, as I have mentioned, for months now. I am tired of wasting my time contacting them every month. On top of it, the last month, the reimbursement line said that this was a customer appreciation credit, not a surchage credit. I will consider this settled when I have a monthly bill with all late fees reimbursed and no new late fee charges.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I got charged a $** fee they claim is for a final notice letter. It was sent via email. I was unable to reach them over the long weekend and the online self serve would not let me setup a payment arrangement. This fee is a total **** for sending an email.

  Customer response

  02/08/2024

  Account# *********

• Initial Complaint

  29/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Enmax Encompass Inc Account #********* Current balance - $* Past balance - $****** I had a past balance with enmax which was sent to collections to A1 recovery by enmax and was showing on my credit report, I cleared the payment which was due (proof attached) and requested them to remove the inquiry from my account which was supposed to be done in April 2023. I have still been waiting and it shows on my credit report. I have sent multiple emails to ****************** as well enmax with no response. Resolution - they did not took the account off collection even after I paid the settlement amount in full. I am looking for a refund for the amount of $****** + interest@*****% per month + compensation of $****** due to the false credit reporting to transinion as well as reopening my file on April **, 2023 after I paid my balance on April **, 2023. Also, clear the account from trans union.

  Business response

  30/01/2024

  Hello,

  
  Thank you for bringing this to ENMAX's attention.

  
  Generally, any balance submitted to a collection agency by ENMAX Energy and reported to a credit bureau, will remain on a customer's credit history for a set number of years. If the debt has been paid in full, or a settlement offer is fulfilled, then it will typically be marked on the credit report as a "PAID" status.

  ENMAX Energy encourages customers who have been sent to an agency to request a release letter directly to confirm the debt has been resolved. Customers are also able to reach out to their respective credit bureaus if they see any inaccuracies that *** need to be reported or disputed.

  In the above situation, this was correctly submitted to a collection agency and both the bureau and agency would need to be contacted to update the submission on the credit report. Once a settlement was reached, ENMAX needed to reopen the file in order to adjust the balance to the agreed settlement amount. ENMAX has no record of any email inquiries regarding this concern.

  Please feel free to reach out should you have any further questions.
  

  Thank you,
  ENMAX Customer Care.

  Customer response

  05/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  multiple emails were sent to the agency with no response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  17/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billing me for utilities used during dates after the property was no longer owned by our family. Agent on the phone said the bill would be resolved. It wasn't. Enmax is sending me to collections, ruining my good credit, after months of having the correct information available to them to make needed adjustments.

  Business response

  19/01/2024

  Enmax has reached out to the customer and resolved their issue. 

  Customer response

  19/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: I first require an account statement showing actual corrections to charges as well as current account status, as past statements that charges would be resolved were not honored.
  
  Sincerely,
  
  *******************************

  Business response

  22/01/2024

  Enmax would be happy to directly email the customer a copy of the most recent bill showing that the account balance is now zero. We would need the customer's email address. They can provide us their email information by calling ** at ************* or emailing ** at *******************************************. 

  Kind Regards. 

  Customer response

  22/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:  I have provided requested email address to EnMax and am waiting for delivery of current account corrections and status.
  
  Sincerely,
  
  *******************************

  Customer response

  22/01/2024

  Email provided is not functional.

  Business response

  05/02/2024

  Good morning,

  Per our email from the Utilities Consumer Advocate, ***************************;confirmed that ENMAX resolved the issue.

• Initial Complaint

  15/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my bill was overdue by ** days, totally forgot to pay over Christmas holidays..on Jan ** i have received reminder from Enmax to pay it, I have paid immediately, two days later on Jan ** 2023 I have received a rude note stating that it is a FINAL NOTICE before my services get cut off - that I should paid all bill in full immediately(including the amount which had to be paid by the end of January)???? and the most amazing !!!- they charging me ** dollars for generating this final notice!?! and this is for ** days delay ??? Nice behavior by the company where The *************** is a sole shareholder .Just wondering how many more thousands of customers got charged an extra ???I think even ********* are more polite and patient!!!Total disrespect to customers I want to remove this ** dollars charge!

  Business response

  16/01/2024

  Good afternoon,

  A final notice fee is charged to an account to cover the administrative costs related to non-payment. There are costs involved with producing the final notice, making outbound calls, and having staff available to offer payment arrangements to avoid disconnection. To avoid this fee, balances should paid in full by the due date.

  ENMAX Energy offers payment arrangements when customers are unable to make their payment by the scheduled due date. Payment arrangements are available through phone, online chat and enmax.com. 

  Customer response

  16/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  All I can see it is just a template reply and total disrespect of one of Enmax customer .

  First of all I am paying administrative fee(intersecting why that fee varies from month to month) along with other fees every month !!!

  all these type of notices are generated by computer after centralized command from one person or is done automatically depending on administrator entered settings ! it doesn't cost ** dollars to do it.

  It is not my problem that you hire additional people to do it either !

  second why this "final notice was generated the day I have paid  also?

  third -why this notice was generated * days after the reminder  and threatening me to disconnect my house when -** was outside ? it is not the case that i missed my payments for half a year !!!

  Finely this response from Enmax just showing all that policy how it treats the customers based on being a huge "monopoly" and do not tell me about the competition in energy sector (prices are nearly the same just associated fees called differently....)

  nevertheless I demand to cancel that ** dollars fee . after that I will be moving away from Enmax to other providers, also will forward all this story to my councilor and will post it on Reddit and other Social Media 

   

  
  
  Not Sincerely,
  
  *********************************

  Business response

  17/01/2024

  Good afternoon,

  We understand that you are not satisfied with the response provided.

  ENMAX Energy makes multiple efforts to notify customers when balances are outstanding by phone or email. When issuing a final notice, several factors are considered including length time a balance has been past due and the amount of time since an account was current. For example, if an account had a balance forward on * consecutive invoices, while making partial payments, a final notice may be issued for the over due amount because of the length of time since the account was up to date. 

  ENMAX Energy encourages our customers to contact us and speak with our Payment Support team to discuss payment options or arrangements. This allows us to work together and find ways to bring the account up to date and avoid further arrears and cost associated with late payments.

  Thank you.
  

• Initial Complaint

  13/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have had solar installed on my house since it was approved on august **, 2023 by the ***************. Enmax has not approved our house as a micro generator it took till we called them in November 2023 for them to check and do anything. Now in December enmax has finally approved our home for solar credits and only credited us ** kwh when we have produced *** since august. Their customer service team transferred my call to a solar team voicemail where the system hung up on me. For * months we have been waiting for the benefit of solar and enmax has with held all or some of the power we have generated

  Customer response

  13/12/2023

  So in summer of 2023 my wife and I decided to install solar panels. A interservices agreement was filed with enmax on June ** 2023. On August ** 2023 our panels were turned on after ******* approved and gave us our green sticker. We have been generating power since then.

  On November * 2023 our enmax ******************* didn't reflect a credit for the power generated and I phoned enmax who said our house had not been commissioned as a microgenerator yet. I contacted my solar contractor to contact enmax. My contractor said that enmax hadn't seen that the city approved our panels and that since they did see it was approved we would see a credit next bill. Enmax also informed that we would be credited for all the power we had generated since the panels were switched on.

   

  On December ** I received my enmax bill and they credited us for generating ** kwh and our bill was in the amount for ***. I contacted enmax to complain and speak to a manager and was transfered to a voicemail where the phone system disconnected me. I have since phoned enmax back furiously and have been told a solar team manager will be phoning me back.

   

  *****

  Business response

  15/12/2023

  Good morning,

  Thank you for bringing this to our attention. 

  I can confirm our **************** with ENMAX Energy has attempted to reach out to this customer and has also taken proactive steps with the corresponding business unit to reach a preferred customer resolution.

  At present, ******************** Power will be dealing directly with the customer to advise of next steps and appropriate actions that will be taken in an attempt to resolve fully. 
  

  If there are any further concerns that need to be addressed, then please do not hesitate to contact us directly.
  

  Thank you,
  Customer ******** Support Team 

  Customer response

  15/12/2023

   
  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

  16/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I own a rental property, in which my renters are responsible for utilities. Unfortunately, my tenants fell behind in their payments. Enmax then closed the tenants account, performed a land title search, and opened a new electricity account in my name without my knowledge or consent in Feb, 2023, Account ending ****. I was then charged months of electricity bills without my knowledge, resulting in a substantial overdue bill. When I received a final notice bill in the mail, I called Enmax, only to be told that I could not really resolve the issue, as it was my account (Which I stress, I did not open...), and I could not transfer the bill back to my tenant who had used the power. I could not reach any resolution because Enmax said they could not discuss the bill of my tenant due to privacy concerns.After about two months, I was able to bring my tenant to enmax headquarters in person to get around the privacy issues on Sept **, 2023. By that point, the bill had grown to over $******. My Tenant is on low income assistance, and could not feasibly pay that much on a lump sum. I voluntarily paid $*** of the outstanding balance, and requested that the account and balance of roughly $*** be transfered back to the tenant, which to my understanding was done.However, I have now been contacted by enmax stating that my overdue bill is now back over $***, despite the account being closed and a new account opened by the tenant. Ennmax did not transfer over the remaining balance to the tenant, did not transfer the account until Oct *, and accrued two months of fees between Sept ** and Oct *. When the service department was contacted, it was claimed that there is no way to transfer the bill to the rightful owner. This is particularly egregious after being assured in person that accounts and outstanding balances were transferred.

  Customer response

  17/11/2023

  Hello:

  Reference your email sent regarding complaint ******** on Nov **, the enmax account in question is *********, servicing premise **************  Please contact me @ ******************** if I can offer any further clarification, and thank you for your prompt response.

   

  Regards,

   

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

  Business response

  20/11/2023

  Thank you for the opportunity to respond to your concern.
  When services default to the regulated retailer due to a person moving or another retailer no longer billing for an address, a letter is sent to the property to advise the occupant to contact their competitive retailer or set up services with ENMAX. If there is no response to this letter,a land title is requested, and services billed to the property owner.
  Services continue to bill until a different party takes responsibility. The current account automatically ends the day before the new account starts. The final invoice is issued, usually 4 to 6 weeks after the account is closed, as services are billed after they are used. Page 3 of the invoice will show the meter reading dates included on the invoice.
  ENMAX understands that there is a lot involved in managing a property and does offer a program for Landlords that would enable you to receive notice when there is no party actively billing. ENMAX provides some general information on our website at ***********************************************************************************************.
  Please note it does state that ENMAX will not back date move in or move out information and will bill the owner for services when no tenant has applied.
  Please reach out to our ************* team at ******** if you would like more details or to set up a Landlord Agreement.
  You can also view Utility Tips for Landlords on the Utilities Consumer Advocate site at *********************************************************** . 

  Customer response

  20/11/2023

  
  Complaint: ********
  
  I am rejecting this response because this was not what was negotiated between my tenant, myself  and Enmax during the in-person mediation in late September 2023.  It was the understanding of both my tenant and myself that the remainder of the overdue balance was to be transferred back to the tenant as she opened her account on Sept **.  The fact that account balances were not transferred, and in fact extra charges were applied after sept ** are unacceptable.  In my view, both my tentants and I acted in good faith, and poor billing practices by Enmax are the issue.  My position is that Enmax should be liable for this gap in payment, as they did not transfer over account responsibility in a timely fashion.
  

  I also take issue with the practice of unilaterally opening up an account in my name as the title holder without prior communication.  If Enmax has issues with payment, it should take it up with the current account holder, not simply finding another entity to charge the bill to.

  Sincerely,
  
  ***********************

  Business response

  21/11/2023

  We understand that this is not the response that you hoped for. We have confirmed that the account under your name ended when the new party took responsibility and the final bill on your account was issued after your account was closed. The final bill reflected your last date of service for this account. As per the previous information provided, Enmax does not adjust the start dates and cannot start billing the tenant until we have their consent.

  Enmax can offer payment arrangements for the remaining amount on the account under your name, and payments can be made by either you or the tenant based on the agreement you reach with them.

  If you wish to discuss payment arrangements you can contact our Payment Support team at ********.

  Thank you

  Customer response

  21/11/2023

   
  Complaint: ********
  
  I am rejecting this response because the response from Enmax does not address the substance of my complaint.  Specifically, according to my earlier message, consent WAS given by both myself and my tenant to transfer account balances on Sept **.  This was done in person with myself, the tenant, and an exmax representative in their office at *** **********  I note with interest that Enmax contends that my last date of service was Oct *, almost two weeks later.  In my view, this represents an error on the part of Enmax, who should bear the costs between Sept ** and Oct *.
  
  Sincerely,
  
  ***********************

   

• Initial Complaint

  25/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My issues with enmax are many, i am not sure if my complaint has been sent as i keep going to the link to review and it still comes to this page. ******** is call logs, photos, screen shots and payments made. as well as the full complaint. its large and long and a lot of detail. Briefly in december january of 21 and 22 i set up arrangements. in February im told my arrangement was not met even tho i sent an email wit transit info and details for the amount the claimed. a few days later (about a week) my power is turned off in while in the shower , i smoke my head (*** *****) from the loud bang. multiple bangs persist, so i rush out side. a man dressed very grubby looking says nothing but to yell my power is off. No notice on the door. i called enmax and say i sent the cash and resend the email to them for the amount i was told no reconnection fee would be added. it was. it took almost a week for power to be restored and in that time i had to live with a limiter. where i couldn't run my furnace or my air breather. in june new owners took over and i called to settle my bill and gave them the date. they said it would be set up and switched over and a final bill would be sent once its calculated. through all this the have never answered the question from july, august, september, or on word about the credits, and the double charge for july. they back dated by collections to first delinquent in july. yet in june on the 20th i asked about it with no update and i paid $200 waiting for my final bill on the 27th. in august again no info no details. i would like this removed from my credit as i have called many times! i still have questions. i have been in contact and sat down with ******************* of consumer matters. she said BBB and ********** of alberta complaint if that fails then we show it on tv and tell the story. im hoping to not have to post a ****** review with pictures as well. please respond and fix this as thank you

  Business response

  28/10/2022

  ENMAX has connected with ************** and is working with him to resolve his concerns.

  Customer response

  28/10/2022

  
  Better Business Bureau:
  
  I have been in contact with enmax and after months of dealing with the issues, enmax has stepped up and is in the process of correcting the issues fully. i couldn't be happier that i was finally heard! and a resolution found. 

  Many thanks to *******, and the enmax advocacy group team :-), im sure they are not appreciated enough 

  Thank you :-) 

  
  Sincerely,
  
  ***********************

*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. ↩