Complaints

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 29/2023 Enwin decided to change power lines within my neighborhood without giving any warning, in turn cuts the power to my house and kills my TV. I filed a claim and thought I would get a response within a month. 6 months later and they still have not even contacted me to discuss further. I can not believe the way a company that controls so many necessary utilities is allowed to get away with things of this nature, it's not right. If I was not to pay my bill, they would cut of my power and water so quickly, but they break a tv which I have not even owned for 3 yrs, and feel that no response after 6 months is the appropriate action.

  Business response

  13/06/2024

  ENWIN became aware of this customer's complaint through the **********************'s communication on June 4,2024.  After receiving the complaint,ENWIN investigated the history of the insurance claim and recognized that the specific claim was erroneously unprocessed. After determining that was the case, ENWIN immediately sent the claim into the insurer for adjudication.  ENWIN has confirmation from the insurer that this specific claim will be expedited and active communication about the status of the claim will be communicated with ENWIN and the claimant.
  
  ENWIN attempted to contact **************** several times after becoming aware of the issue and eventually was able to connect directly with him.  Once ENWIN contacted ****************, ENWIN apologized for the error and delay.  ENWIN has provided **************** with a direct contact phone number with a dedicated ENWIN staff member who can assist during this process.  **************** did graciously accept the apology provided to him and ENWIN continues to commit to work through this process to ensure the situation is resolved.
  
  ENWIN is committed to a high level of customer service and believes this is an isolated incident.  ENWIN will however review the insurance process and all active claims to ensure that the appropriate level of customer service is maintained and provided to customers.

• Initial Complaint

  27/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Water shut off day before payment

  Business response

  02/08/2022

  An ENWIN representative will be reaching out to you to discuss this complaint in greater detail.  

• Initial Complaint

  11/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a payment to the wrong account ( from an address I previously had lived in but was in my brother's name). I didn't realize till two weeks later when I received my bill and my payment of 380 wasn't reflected. I contacted them and was told it was true my payment hadn't posted I explained the situation and gave both the old account number and my current one . I was told the account holder would need to call. I explained it was from my bank account and it was made in error. It was supposed to go to my current account. They told me they couldn't give me any information about my payment. I had my brother contact them and they informed him that they wouldn't return the Balance as there was a balance owing and I made the payments before. He explained it wasn't his payment or his bank account it was a mistake. They refused to refund it and refused to add me to the account when they asked. They then called me to inform me they couldn't tell me about the payment. I informed them that I had spoken to my family member and they said they were told the payment would be kept by them. They said they would not discuss it with me further and now my utilities are at 900 and in danger of being disconnected. I was told by them to call keep the heat. I am a single mother of 4 children. I work full time. I also contact the bank and was told they would request a return but they can be denied as enwin has the funds. That they are refusing to return for an account not in my name. That they won't discuss with me. While my account is now in very bad standing.

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2022/05/11) */ An ENWIN representative will be contacting you today to discuss your complaint.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Till this present day. We continue to lose power at our residence randomly and without warning. There was a major outage around boxing day/ Christmas in which 4 outages back to back happened which resulted in my personal computer frying. As a result. I called their hydro emergency line. Informed them of the multiple disruptions that occurred. The gentleman on the phone advised to call during business hours and file a claim. A claim was filed, 60 days later. Their insurer denied the claim. Made up as many excuses as possible to avoid paying out for my fried personal computer. Their insurer basically takes over into handling these claims in order for Enwin to avoid all responsibility. Their insurer is ****************************************. One specific person handles the claims and barely did any research regarding my claim. Came back to inform me that power disruptions are ok and I should've been prepared by having a UPS battery backup. Simply denies it. I complained again to Enwin and a supervisor pushed the case to one of their higher ups. Of course multiple calls later with this person and of course no resolution. My word against their word. They even changed the story and told me that the disruptions weren't at night but around day time. When you deal with a company who is ruthless to its public. What do you expect? ***************************************************************** ***************************************************************** *************************** ***************************************************************** *********************************************.

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/05/03) */ We were sorry to hear about the loss of your personal computer and financial impact this has put on you. Unfortunately, power outages are unavoidable events when operating a power grid. For this reason, electric utilities do not guarantee a constant supply of power, frequency or voltage and typically state this in their Conditions of Service, as ENWIN does. If you believe your equipment may be susceptible to a loss of power or you do not want to lose unsaved work on a computer, you may wish to consider purchasing an uninterrupted power supply. Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an Unacceptable from ENWIN to provide a solution like this after the fact that the computer fried. The advise is taken under consideration but that will not replace the loss of my Personal computer. Having 1 outage can explain your response but having multiple outages back to back caused my Personal computer to die. Enwin should take responsibility for this matter as I have fought over 80 days and spoke to many individuals who just threw blame at everything they can think of.

*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. ↩