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Business Profile

Pipe Line Companies

Enbridge Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pipe Line Companies.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample. 

Complaints

This profile includes complaints for Enbridge Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Enbridge Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 79 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:28/06/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In early January, we switched from gas to electricity for all our house appliances. The only way to get something going with Enbridge was to do a move request, which we did on ******* ****, and then on ******* ****. We were then able to call on the same day to explain the situation. We were told that a final reading needed to be done and the gas had to be disconnected, that it would take two months. We called again on March ****, and resolved everything, paid the last bill on the **** ** ***** in full, in the amount of *******. At this point, our account and service with Enbridge should have been terminated for this house. 2 months later, we now have received a new bill, with a new account number, trying to charge us for estimated gas usage, that we did not use, since we are disconnected from the gas, and also for gas delivery charges. We were able to call on **** **** to dipute this, but we were unable to get an immediate resolution. Instead, we were told we would get a call back. We would simply like to have the account and service properly closed, like it should have been in march.

      Business Response

      Date: 10/07/2023

      We are working with the customer to resolve this issue

      Customer Answer

      Date: 10/07/2023

       
      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. They have not shut the meter down yet but are telling me they will soon. They have however reversed the inadmissible charges to our account. Should there be another issue with the meter being shut down, I will make another complaint.

      Sincerely,

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

    • Initial Complaint

      Date:15/06/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I am writing to complain about Enbridge Gas. They discontinued my account in ******* from an error on their part. It has been absolutely impossible to contact them except via mail. A registered letter was sent to the home office in Scarborough with proof that the bill had been paid and was received there on *** *** ****. I have not received a response nor the restitution I requested. They are continuing to send correspondence to this address with another person 's name on it, not my name and they are continuing to send collection notice emails for the bill in question which had been paid. I find this extremely irresponsible, unprofessional, disrespectful and extremely frustrating.Sincerely,************************* **** *** **** ** ***** *** **********

       

      Please find attached my bank statement showing the bill was paid. Also, please see the letter that I sent - attached. I am requesting my account to be re-opened, at least a letter of apology and financial restitution for the damage done.
      It is curious that I haven't received an Enbridge Gas bill from May onwards and am still receiving collection notices for the bill in question.
      The letter, which I sent Registered, was received by the Enbridge ********** in Scarborough on May 31, 2023.
      I hope you can help.
      Thank you so much.
      Kindest regards,

      Business Response

      Date: 16/08/2023

      The issue has been resolved and customer informed.

    • Initial Complaint

      Date:05/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November **, 2021 I became the owner of ***********************************************************On August ***, 2022, I received a very high gas bill for $******. My first thought was I had a gas leak. After determining that I didnt, I called Enbridge to enquire.On August ***h, I called Enbridge. I was informed on the call that this bill was based on my current meter read. On August ***, 2022, Enbridge read my meter as *****m3. I asked when the last time my meter was read, I was informed it was read on August ***, 2021 at *****m3. I was shocked as I have never heard of this in the 16 years I have been an Enbridge customer. Typically meters are read every other month, and always read on the date of ownership change. I asked why this was as my meter is on the front of the house with no obstructions so there should be no issue on reading my meter. The customer rep on the phone did not know why, did mention that this property was a former ********* property and that ********* and Enbridge merged around the time of the last meter read in 2021. I asked how do you know what to charge me if you dont know how much gas I used and how much the previous owner used. The only known fact is that ****m3 was used by two different users. The Customer Rep indicated they would start a case file for this issue.Since then, they have offered a small 'calculated adjustment', but still can't tell me what I used and what the previous owner used.Summary of Issue:I am currently disputing what I have been charged and what I owe for the period of November **** 2021 to August *** 2022. My meter was read on August 2nd 2022 at *****m3. Prior to that the last meter read was on August *** 2021 at *****m3. This equals a difference of ****m3. During that time period there was a change of ownership. How does Enbridge know what to charge me if Enbridge doesn't know how much gas I used and how much the previous owner used?

      Business Response

      Date: 09/05/2023

      The customer was contacted and provided an explanation for his inquiry. Unfortunately, the customer is not in agreeance to the explanation or proposal for resolution. 

      Customer Answer

      Date: 15/05/2023

       
      Complaint: ********

      I am rejecting this response because:

      Enbridge has failed to provide any responsibility in neglect or fault in this issue. Enbridge has agreed that they did not read the meter on change of ownership, and has defended that this is acceptable business practice. Enbridge has admitted that there is no way to know what amount of gas was consumed by the previous owner or what amount was consumed by myself. Enbridge has offered a small adjustment due to 'estimates' and 'usage patterns'. Enbridge also offered payment assistance. This is their proposal that I am not in agreeance to. Enbridge is neglectful of their responsibilities at creating a new account, and the customer is currently assuming responsibility for Enbridges neglect. This is not an acceptable solution. I have offered a counter proposal, which Enbridge has rejected. I also asked for this issue to be escalated to a supervisor or next level, as I feel the customer representative I have been emailing with does not understand the issue or does not care about the issue.

      I last responded to Enbridge on May ***, and as of today May **** I have yet to receive a response.

      I will not pay for what I have not consumed. I would not accept this from any goods or service providers, I will not accept this from Enbridge. I have been a customer since January 2007 and I have always paid my bills on time for what I have consumed. 


      Sincerely,

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

    • Initial Complaint

      Date:25/04/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 01/05/2023

      The customers inquiry has been resolved.

    • Initial Complaint

      Date:19/04/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:27/03/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** 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

      Date: 04/04/2023

      Please be advised that we are reaching out to the customer directly to resolve this complaint. Thank you!

      Customer Answer

      Date: 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

      Date: 10/04/2023

      We will reach out to the customer directly. Thank you

      Customer Answer

      Date: 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

      Date:17/03/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 30/03/2023

      Discussed the billing issue and schedule of meter reads, issue resolved.

      Customer Answer

      Date: 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

      Date:27/02/2023

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 me

      Business Response

      Date: 08/03/2023

      We have spoken to the customer, explained the situation and the customer is satisfied with the resolution. 

      Customer Answer

      Date: 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

      Date:17/02/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 01/03/2023

      We were very happily able to resolve this customers issue.

      Customer Answer

      Date: 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

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Overcharging for gas that we havent used. Billing is atrocious and we get the run around whenever we call to dispute.

      Business Response

      Date: 10/03/2023

      We have attempted to reach the customer multiple times with no success. 

    Enbridge Inc. is NOT a BBB Accredited Business.

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