Pipe Line Companies
Enbridge Inc.Headquarters
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Complaint Details
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Initial Complaint
25/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
yet again enbridge takes the cake. i had all estimations removed from my account so i have to submit the actual reading. I recieved my may bill which was **$. my meter reading hasnt changed in the last 8 years, so they are based on the estimation on what? i submitted my meter reading 2-3 weeks prior to this bill coming out and yet i have this **$ dollar bill. i called two months ago for a stop payment on the same issue and it was removed from my account. i called put a stop payment on this bill and then called the bank to make sure a stop was applied. i am just so frustrated with this company taking payments and over charging!Business response
01/05/2023
The customers inquiry has been resolved.Initial Complaint
19/04/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The week of November **, 2022 we called in to cancel our gas services from ********************************************************************. Our closing date of the sale of our home was January *, 2023. We received a ******************* 13,2023 saying we owe them $******** for the past 7 week period. They in turn took the amount of $******** from our checking account without our authority March **,2023. I have contacted them about this matter 5 times since March **, 2023. The last two times I have spoken to **** last Monday and today April ** spoke to *****. Both these agents work in the billing ***** The first three agents told me this would be resolved by April **, 2023. The last two attempts both agents say they are working on it. This money is a necessity for us to keep up with our bills. We are seniors on pensions and depend on this money that was taken from us. I have been in contact with the purchasers and they too did their address change to reflect ****************** in November after the sale was finalized. Our account number was ************.Business response
21/04/2023
In reviewing the account the customer submitted a reading for January * 2023 @ ****. Was billed to February ** *023 using the January 2023 reading as was not a scheduled reading month to ****. This produced a bill for $*******. A hold was placed on the account to stop the funds from being withdrawn for the bank as is on Pre authorize payment.
Customer advised that requested a move out for January * 2023 as property sold. No request on file and account continued to estimate until March * 2023 billed to **** and hold expired on account and total funds withdrawn on March 13 2023 for $*******.
A request was placed on March ** 2023 to process and correct the account to the move date of January 5 2023.
Due to subsequent customer readings that were provided for March ** 2023 @ **** and March ** 2023 @ ****- required to have the meter confirmed. A technician was sent to the property April ** 2023 to get current reading and confirm the meter details- provided reading of ****.
Account being corrected / finalized to January * 2023 move out and refund will be process as a direct deposit
Customer response
21/04/2023
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
27/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
******** has been charging me through Enbridge for two services that I did not request. I am dealing with ******** separately, however, I contacted Enbridge in the hope of avoiding additional charges. Enbridge was no help at all. They said that they had contact ******** and that the charges were authorized so Enbridge did nothing. Of course that's what ******** would say! Why would a company that is successfully defrauding me of money voluntarily decline to stop taking my money when there is no expectation from Enbridge to prove that the charges are authorized? Doesn't Enbridge owe some duty of care? In terms of a resolution, all Enbridge could offer was to a) offer to contact ******** again and b) encourage me to contact ******** again. In effect, Enbridge is facilitating and profiting from another company's fraudulent activities.Business response
04/04/2023
Please be advised that we are reaching out to the customer directly to resolve this complaint. Thank you!Customer response
04/04/2023
Complaint: ********
I am rejecting this response because:I have spoken to them on several occasions. I spoke to one person after another. Then, finally, I was consistently dealing with the same person. They're pleasant enough but thus far I have not received any proof that I agree to be charged for these services (not that I have received any services of any sort).
Unless they can prove that I agreed to these charges I'd like to get my money back.
Sincerely,
*************************Business response
10/04/2023
We will reach out to the customer directly. Thank youCustomer response
10/04/2023
Complaint: ********
I am rejecting this response because:I haven't received their response yet. When I do, I will close this complaint.
Sincerely,
*************************Initial Complaint
17/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Enbridge Gas just provided me with a monthly invoice on March **, 2023 with a due date of March **, 2023. Legally they need to give me more time than that. Also, given that they only do 1 meter read a year (the other ** are estimates), I want to know why monthly invoices are constantly late with inappropriate and illegal due dates.Business response
30/03/2023
Discussed the billing issue and schedule of meter reads, issue resolved.Customer response
30/03/2023
Complaint: ********
I am rejecting this response because: I still have not received reasons why I received my invoice late, and why the due date was not extended to the legal requirements.
Sincerely,
*******************Initial Complaint
27/02/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
My gas bull has not been read in almost 3 years, and when I sold my rental they had a date to read the meter and it never took place so they estimated the price from the renter. They need to credit me for the amount I paid, the gas was set at 50 degrees and the house is ************************************ pets to interfere with reading my home meter, Ive talked with complaints and they did nothing I want my meter read as I dont hear with gas I hear with wood and the price goes up every month. I want to know why they wont read the meter? They tell me I can, but wont pay me to read it, the company should pay someone to read it, Im also not in good health to read this, ombudsman was totally no help, even the last complaint I put in they never got back to meBusiness response
08/03/2023
We have spoken to the customer, explained the situation and the customer is satisfied with the resolution.Customer response
09/03/2023
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,
********* And *************************Initial Complaint
17/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
They have been owning me money of $800.00 now it has been $865.00. Which no one has returned my emails or calling me back. They even sent me a form where I went to my bank got the manager to sign and sent them banking statements showing them I never got my money. I even gave them e-transfer. Nothing. I have calling them every other day. Nothing..My Account:9*********70 Case #:*********Business response
01/03/2023
We were very happily able to resolve this customers issue.Customer response
02/03/2023
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. I'm very happy we settle this matter...God bless
Sincerely,
******************************Initial Complaint
10/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Overcharging for gas that we havent used. Billing is atrocious and we get the run around whenever we call to dispute.Business response
10/03/2023
We have attempted to reach the customer multiple times with no success.Initial Complaint
30/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My enbridge gas bill went from $95 a month to now $347.00. I called and complained to Enbridge Gas twice, and they say nothing they can do. Last month my bill was $250. I am hardly home, but they still charge me high rates. They are ******* me and I am not going to stand for it. This must be resolved. My bill should be not be more than $100 a month.Business response
24/02/2023
We contacted the customer and explained his bills. He understands the usage. We also discussed ways to reduce his gas consuption.Customer response
27/02/2023
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
27/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We would like to report a billing issue with enbridge gas. We noticed an issue with our bill on March 7, 2022 and reported this to Enbridge immediately. Bill date Feb 4: $****** - paid $****** on Feb 15 (Reference number provided by ******* is ******)Bill date Mar 7: $****** The incorrect March Bill displays the following: Balance from the previous bill was $****** (which was paid in full on Feb 15)Payment received $***** The balance forward was $****** Plus numerous late payment charges.We called Enbridge and the customer service staff member said they used our $****** to pay another person's account and only put $***** towards my account. They told us this would be fixed immediately and we will not have to pay late charges which have not been the case. They told us the account numbers were so similar and they have been this error in the past. This seems unprofessional and presents the company as untrustworthy. April, May, June, July, Aug and now September and the issue has still not been fixed. Seven months without help. The problem is causing me lots of stress as I'm concerned this will affect my credit rating and overall status with the company. We submitted this issue to the Office of the Ombudsman at Enbridge in September 2022 but nothing has been resolved. I lost my job and I'm out of options. Please help us. $*** is a lot of money to us right now. Regards ***************************************************************Business response
01/02/2023
provided explanation to the customer regarding the payment.Initial Complaint
23/01/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I've been using enbridge Gas (formerly known as union gas) at my home for the last ten years. Over those ten years the bills have been, for the most part, the same (plus inflation). During the last 3 months I've been issued an $890 bill followed by a $386 bill. This is outrageous and there is nothing I can do except talk to a teller who can only apologize and offer no explanation or solution. I'm peft having to just pay outrageous bills and they just keep sending them and from what I've heard this is not an isolated event.
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Customer Complaints Summary
90 total complaints in the last 3 years.
15 complaints closed in the last 12 months.
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