Business Profile
Utility Contractors
Nova Scotia Power Inc.This business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
19/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
NS power has taken over 8 months to wrap my power lines, I have been given several (7) dates that the service was due to be completed and a crew has never turned up. The issue has been escalated to a supervisor a couple of times but I never hear back. Customer service seem to be unable to do anything and I have no way to escalate this any further. This work really needs to be done because it’s stopping me from being able to do maintenance on the siding of my home. It is absurd that it has taken this long and that every time I have spoken to NS power it seems like I get back to square 1 with them.Business response
04/05/2023
We have been in contact with Mr. **** but it seems the work request was completed in the interim. As there was a significant delay in the completion of the work a credit was placed on Mr. ****** power account for the inconvenience.Customer response
04/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19954957, and find that this resolution is satisfactory to me.Initial Complaint
05/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
This writer lodged a complaint here weeks ago regarding inoperable street lighting around my apartment building at 4** ****** ******* *** *********. The has ongoing since last March, with no attempt to repair. Following my complaint here, a person claiming to be representative of NSP contacted me stating that the lighting would be fixed within days. Again, nothing was ever done, and my on site personnel advise that nobody had ever attempted to repair at any point. The person on the phone seemed uncaring, therefore I suggest they have no respect for either this entity or me as a citizen and reliable customer. Should I now retain an attorney to deal with this? How will I get my lighting restored??Business response
14/03/2023
There was a misunderstanding regarding the ownership of the lights Mr. ***** was referring to. I've been in email contact with Mr. ***** to verify the lights in question and determined that they are not owned by Nova Scotia Power. I apologized to Mr. ***** for the delay to make that discovery.Customer response
14/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19541686, and find that this resolution is satisfactory to me.Initial Complaint
22/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The writer owns a six-unit building at *** ****** *** *** *********. Since last spring, three consecutive street lights nearest to my property have been inoperative. I’ve complained to the CBRM since then, and was told a request was made to repair the lighting to NS Power. No repairs were ever made. The writer has been complaining to the municipality and the NS Ombudsman’s office since the spring about the lights, since I suspected I’d be an intermediary given I pay property taxes to the CBRM for the service, but nothing has been done. I’ve also requested personally last year via the telephone reporting service, but again, no maintenance on the inoperable lighting. My tenants have long complained that the absence of the lighting has lead to vehicle break-ins, etc. as well as prowlers around the property. PLEASE HELP.Business response
27/02/2023
I spoke with Mr. ***** today and advised a crew will be heading out the address tomorrow (Feb 28th) to repair the broken streetlights.Customer response
27/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19452005, and find that this resolution is satisfactory to me.Initial Complaint
10/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The construction company I work for has been trying to get answers from NS Power on why it has taken more than 4 months to get a temporary power service hooked up. This multi-million dollar project has spent out more than $100,000 on renting equipment because they won't come to hook up power. Weekly and daily calls only get us "it's been escalated and a supervisor will get back to you" for a response. Supervisors have never called. Customer service reps tell us repeatedly that when they have a crew available the scheduling department will set a date pending any emergencies and let us know. This seems backwards and poor customer service. You book an appointment, set a date and time and keep it or reschedule if an emergency does come up; but they won't even give us a date....so how are others getting appointments? All requests to speak to a supervisor have failed. There are no other ways to contact those in decision making positions. If I have a complaint about a service or product or an employee....I want to speak to someone who has the power to resolve the issue. We are at the mercy of a monopoly.Business response
18/01/2023
I have been in contact with Ms. ******* regarding the concern. As it is going to take a little bit of time to get a resolution on this issue I have provided Ms. ******* with all my direct contact information and will continue to work with her until the issue is resolved.Customer response
19/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18714287, and find that this resolution is satisfactory to me.Initial Complaint
09/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Reported my paid security light out on Oct. 7, 2022. Told could take up to 30 business days for repair. Repair was “escalated” by NSP on Nov. 25, 2022. Phoned multiple times…promises of return calls but never happens. Jan. 9, 2023 and STILL NO REPAIR but charges are still included on bill. I am a senior female living alone in a dark rural area. I have completely lost all patience with NSP. THEIR LACK OF CUSTOMER SERVICE IS DISGUSTING.Business response
11/01/2023
A supervisor has been in contact with Ms. ******* regarding the delay in repairing the light. A crew was sent out to the address and completed the repair on January 9th.Customer response
12/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18707679, and find that this resolution is satisfactory to me.Initial Complaint
03/01/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Can't get NSP to answer the phone. In December 2022 I called multiple times with no response, just stayed on hold! Finally, on Dec 13, I managed to get my problem resolved after 43 minutes. After I got off hold, the agent was awesome and solved my problem quickly! I had requested NSP bills be emailed to me and provided the email address to be used. The delay for service by phone was initially blamed on power outages and before that it was Fiona. I understand that power outages are a priority to resolve but I am specifically pushing buttons for Billing, not the power outage line! Today, I called Billing again, and waited 51 minutes on hold being told to wait for the next available representative and that they have higher than normal call volume! Well guess what! They ALWAYS have higher than normal call volume because there are not enough people answering the phones! My Dad has two accounts with NSP and I only received emails for one so I had to guess at the bill and send money because they won't answer the phone! **** answered at 51 minutes and was great, but it is not fair that agents should have to deal with customer frustrations due to NSP's lack of customer service provision! I would like NSP to address this concern with me on the phone.Business response
09/01/2023
I had a conversation today with Ms. ******** regarding the long wait times she experienced. I advised that Nova Scotia Power as of Jan 04th has changed its hours of operation in Customer Care to 8am to 6pm from 8am to 8pm. The change in hours has allowed Nova Scotia Power to have more staff available during peak times to help reduce the wait to speak with a Customer Care Rep.Initial Complaint
14/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
NS power has not connect power to our new build. Account #******** ******** ******* ***** **** ***** *** *** *** We have followed all the steps necessary in order to be connected. The temporary service was installed May 2022. The easements were done 03 Nov 2021. #119574649, #119574904 The connection inspection was done on 25 Oct 2022. At this point without having power to the building we are starting to get mold. I have been calling once a week for over a month now trying to find out a connection date, but they haven't done anything.Business response
23/12/2022
We have been in contact with Mr. ****** and are working to get power installation completed as soon as possible.Customer response
23/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18572103, and find that this resolution is satisfactory to me.Thank you so much, we were contacted multiple times on 21 Dec from NS power to resolve the issues. We are finally getting hooked up the 28th of Dec 2022.
Thank you
***** ******
Initial Complaint
07/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
05/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
29/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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.
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Contact Information
1223 Lower Water Street
Halifax, NS B3J 3S8
Customer Complaints Summary
26 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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