Complaints

• Initial Complaint

  12/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, My name is ******* *******, I am having an issue with nova scotia power. I am financially struggling like everyone else in this overtaxed province. I am on a budget bill with ns power. I have never missed a payment. I get paid bi -weekly so I pay all of my bills including ns power bi weekly, as it is too hard to get by trying to pay it off of one pay. Instead of using the money from my biweekly payments for my monthly bill, they put it into an account credit, and send me a bill as if it weren’t paid. I had a credit of 280$ last week, I emailed saying I want them to take my august bill (121$ as per my emailed bill) from my credit on my account. What they did instead was change my bill to 280$ to drain my credit and then slapped me with another bill for the end of this month. They claim it’s a bi monthly bill, but July’s bill was already paid in full so they had no right taking two months unless the two months was August and September with another bill due in October. This greedy corporate conglomerate with a monopoly on the power business, is stealing my money. I already paid for July IN JULY and they went and charged me AGAIN FOR JULY. I want a cheque for my credit back, minus the 121$ august bill. Therefore, 280(credit)-121(august bill). I don’t know why they think I’m sending them money biweekly for any other purposes except my damn bill, they are delusional if they think I’m using them as a savings account that I have no access to or control over. They are a power company, not a bank or financial institution. They way they do business is disgusting. Is there anything you can do? ******* *******

  Business response

  13/08/2024

  Good Day,

  I have contacted ******* *******, she had since called in and spoke to one of our supervisors.  
  
  How the budget works and the payments and credits were explained to her and she now understands.

  I reiterated once more that any credit at the end of the year can be refunded or rolled into next year's equal payments.

  She apologized to us for the misunderstands and I advised that anytime she needs help to please reach out and we will certainly work with her to resolve any issues,.

   

  Thank you,

  **** 

  Resolve Team, NSPower

• Initial Complaint

  23/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to bring to your immediate attention the urgent issue of a severely leaning power pole located at **** ***** ****. Over recent months, the pole has noticeably leaned further after each storm, raising significant concerns about its stability and the potential danger it poses to the community. Given its precarious state, I am extremely concerned that the pole may fall, posing a serious risk of injury to residents and passersby, as well as potential damage to property. The safety of our community is paramount, and addressing this issue promptly is crucial to prevent any possible accidents. I kindly request that Nova Scotia Power dispatch a team to assess the condition of the pole and take the necessary steps to replace it as soon as possible. Ensuring the structural integrity of the power infrastructure is essential for the safety and well-being of everyone in the vicinity. NS POWER refuse to replace the pole. I am extremely worried

  Business response

  09/08/2024

   A voicemail was left for Mr. ******* by one of our Customer Care Supervisors on August 1st regarding this concern.  It was advised based on the opinion of two of our regional planners, the pole is slightly leaning but at no risk of falling.  Another voicemail was left as well as an email advising the same thing.  At this time there is no further action to take place regarding this pole.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 24th I took a power surge into my house. This surge took out my major appliances. (Less then 2 years old) I had a repair person to look at them and I was notified that it was a surge that took them out. I submitted a claim with NSpower. They contacted me on April 2 and advised me that my house did in fact take a power surge due to a tree coming down on power lines near to me. But they advised me they are not responsible due to it was caused by weather. I pay good money to be supplied with a product by NSPower. **** ********* ***** ******* ** *** ********* ** ** ********* *** **** ********* ** *** **** *** **** *** *** ******** ***** ******. This is not fair nor acceptable. I would like them to cover the appliances they have damaged. This has caused me undue hardship and I lost hundreds of dollars in groceries.

  Business response

  15/04/2024

  An email correspondence has been sent to advise that our Claims team did come to the correct decision as the cause of this was weather/nature.  The circumstances for which were outside of Nova Scotia Power's control.

  Business response

  15/04/2024

  An email correspondence has been sent to advise that our Claims team did come to the correct decision as the cause of this was weather/nature.  The circumstances for which were outside of Nova Scotia Power's control.

  Business response

  15/04/2024

  An email correspondence has been sent to advise that our Claims team did come to the correct decision as the cause of this was weather/nature.  The circumstances for which were outside of Nova Scotia Power's control.

  Customer response

  15/04/2024

   I am rejecting this response because:
  
  

  I was told that it was due to a tree branch falling on the line. Is it not NS powers responsibly to ensure their infrastructure is free and clear of potential hazards that could impede their ability to provide their service to customers? 

  
  

  If so they failed to keep their lines free and clear of hazards that have directly impacted my service and has caused me a surge that has resulted in my major appliances being destroyed. These appliances are just over a year old. 

   

  I pay for a service from their company and they have caused me finacial and undo hardship. Then to tell me "yes sorry you definitely took a power surge but we are not responsible" is unacceptable. 

   

   

  Customer response

  15/04/2024

   I am rejecting this response because:
  
  

  I was told that it was due to a tree branch falling on the line. Is it not NS powers responsibly to ensure their infrastructure is free and clear of potential hazards that could impede their ability to provide their service to customers? 

  
  

  If so they failed to keep their lines free and clear of hazards that have directly impacted my service and has caused me a surge that has resulted in my major appliances being destroyed. These appliances are just over a year old. 

   

  I pay for a service from their company and they have caused me finacial and undo hardship. Then to tell me "yes sorry you definitely took a power surge but we are not responsible" is unacceptable. 

   

   

• Initial Complaint

  14/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023 Nova Scotia Power sent me a marketing email offering me the opportunity to save money on my power bill by signing up for a "critical peak period" program that would offer a lower kwh rate for off period time and a 10x factor rate for on-CPP periods. The email was adamant about the savings I would recognize by lowering my consumption and avoiding using items like dishwashers and dryers during on-peak period billing. I agreed and signed up. My bill arrived and at a year-over-year view my usage is down from 4148kwh to 3955kwh. However, because of the program 183kwh (representing 4.6% of total household usage) I was charged $261.46 (representing 28.9% of total bill). If I was not on the program my bill would be charged at a rate of $0.17/kwh compared to my $0.15/kwh lowered rate. The difference between those rate charges equals $82.81 which, when divided by the CPP 10x rate of $1.43 equals 57kwh of usage. That amount (57kwh) represents 1.5% of total household usage and would be impossible to lower due to regular household use from things being plugged in, heat on, etc. I submit that there is no reasonable way a customer can save money on this program and NSP has engaged in ********* ********* tactics targeting people with multiple savings messages and not representing the program in a way that is clear to the consumer in that they will undoubtedly be charged more. I also submit that the rates NSP advertised of $0.14 off-peak and $1.42 on-peak are false as my bill shows rates of $0.14906 and $1.42872. I did my part by lowering consumption and avoiding use during on-peak hours yet NSP did not hold up their end of the agreement and offer "savings" Without question this has affected many more customers and I can only imagine the turmoil these charges are having on households across the province. Bill and emails have been attached for record.

  Business response

  22/03/2024

  We are currently working with the customer to determine a resolution to their concerns.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 28, 2023 - advised NSP that our yard light was not working, was told it would be replaced within 60 days. Called again beginning of January, was told our work order was cancelled and had to file again. We live in the country and the yard is very dark without it. Called again last week and was told the light would be fixed by end of this week (Feb 2), still not done. We are paying every month for this light which isn't working, we just want our light fixed.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My bills were 150 every two months then suddenly jumped to over 400 to 500 dollars every two months. I asked them to look into it several times and I also told them I have lived in the same location since 2016, and the power should not be hooked up anywhere else. We are not high energy users as we are not home that much. We are not running power tools. I live in a company house, we do not run electrical heat. Only the refrigerator and washer and dryer are plugged in the outlets. Thanks.

  Business response

  27/10/2023

  A Senior Specialist who specializes in billing inquiries and energy advice will reach out to Ms. *********** to further discuss her bill inquiry.

   

  Our team last spoke with Ms. *********** in Aug, 2023 regarding her billing inquiry and confirmed usage/billing accurate; at this time we also went over her heating source, hot water, central air system.  Prior to this, in June 2021, we addressed a high bill inquiry for Ms. *********** again confirming billing usage was accurate. 

   

  If I can be of further assistance, please let me know.

   

  Regards,

  *****

• Initial Complaint

  25/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First of all, they charge way too much for deposit of $1200 period they gave me 12 months to pay this. I made arrangements of a $100 a month for the 12 months period I was putting money on the account towards the power bills they took all the power bill money and put it on the deposit so that it was paid, now they're harassing and threatening to turn my power off because I can't pay all the power bills that I Thought I paid. They are the ones that made the mistake now saying they can not fix it. But I have to fix it by paying the power bills that I paid already. They other need to fix the bills by taking the money off the deposit and putting it in the bills as they were to do. Or stop Harassing and threatening me until I can get it paid. I have talked to so many people telling me it was there mistake I will be fine. That is not true. I got a letter in the mail tjay was dates Sept 1. I just got it Sept 22. Tell me they did not do that ones on Purpose.

  Business response

  25/09/2023

  Good Day, 

  We have spoke with ******* ********* and came to an amicable solution.   The deposit has been waived on her account with just a warning if it were to fall behind we may add a deposit in the future. 

  Gave updated balance on account. Both sides are happy with the outcome.

   

   

• Initial Complaint

  10/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  19/07/2023

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

• Initial Complaint

  18/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩