Complaints

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

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Enbridge Inc. has 6 locations, listed below.

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  Enbridge Inc.

  3000 Fifth Ave Place 425 1 St SW Calgary, AB T2P 3L8

• 

  Enbridge Gas Distribution

  500 Consumers Rd North York, ON M2J 1P8

• 

  Enbridge Gas Distribution

  PO Box 650 Scarborough, ON M1K 5E3

• 

  Enbridge Gas

  3840 Rhodes Drive Windsor, ON N9A 6N5

• 

  Enbridge Inc.

  500 Consumers Road North York, ON M2J 1P8

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.

• Initial Complaint

  Date:01/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been overbilled. When I called in to address the issue, the initial representative consulted with a manager and confirmed that I was overbilled and that they would mail me a revised bill. Enbridge did not. I have subsequently called their office 3 more times, requested a callback from a manager twice, and have paid each bill thus far to keep my account in good standing, and I continue to receive bills that do not reflect the original amount overbilled, not the subsequent payments. I have spent approximately 5 hours on this matter with no resolution. The last representative I spoke to agreed that this was unreasonable. I have my written records with dates and times of calls, representative names, and actions that were to be taken. Thank you for your help.

  Business Response

  Date: 22/12/2022

  We have sent an email to the customer explaining the bill.  

• Initial Complaint

  Date:25/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  9 month Wrong Bill ** one working on my account to separated it with the construction company.I moved to the house on March 16, 2022- to the Brand New House. The house before March 15, 2022 was belong to ******************************* The Closing Day was March 15, 2022.From May, 2022 I asking to separate my account and the account of the construction company!7 MONTHS I WAITING Every Month I called the Enbridge and they said that they working on my account. Every Month they telling me Do **t Pay Until it will be Separated it Will Be ** Late Payment Charges! And **w Enbridge sending me collection email.They stressing me out for so many months and now treating me with the collection's agency and percentage!Every month they promised me to separated the bill and then again and again I received the same bill. ********* ******************** aware of it and called many times to Enbridge as well. **thing happened. Also each time I called Enbridge they saying that a supervisor will call me. 9 month wrong bill and ***** calls me!I need Enbridge to SEPARATED MY ACCOUNT with ********* ******************** and sending me A NEW BILL from March 15, 2022 to December 15, 2022.I WILL NOT GOING TO PAY ANYTHING ELSE ABOVE THOSE DAYS! Please HELP.Enbridge Collections **tice NOV 15, 2022 Dear *************************,This is a FINAL reminder that your account is critically past due. According to our records your balance of $1993.57 is currently overdue.Account Number: ************** 4 Amount Due Immediately: $1993.57 Service Address *************************************************************************************** If full payment is not received, we will refer your account to a collections agency which may affect your credit rating.To calculate your late payment charges multiply your balance owing by 1.5%.Please contact the Enbridge ***************** at ************** to discuss your balance owing, report a payment made or arrange for a payment plan.Thank you for your cooperation,Enbridge Collections

  Business Response

  Date: 09/12/2022

  We have corrected the information and contacted the customer to advise.

• Initial Complaint

  Date:17/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had authority for automatic withdrawal for my gas payments at my home *************************************************************************************** I moved to a seniors home and my house was sold and closed on October *** 2022. Every month they withdrew the funds for gas from my account. My bill for service from Sept ** to Oct ** was $****** which was removed from my account on Oct **, as I was on equal billing. The final bill was for service from Oct ** to Oct ****. The bill was $****** which they removed from my account. I complained to them because this final bill shows the previous balance as "UNPAID" and is carried over as a previous balance owing. I believe their program didn't pick up the payment at that time. The final bill included the days of gas usage and a credit for the final meter reading but they charged the $****** again. After an hour on the phone I could not resolve it because they said they understood what I was saying but his screen shows it owing and they ended the call by saying sorry I couldn't help you. I'm 96 years old. I haven't the ability to fight them.

  Business Response

  Date: 09/12/2022

  We have reached out to the customer by email with an explanation of the charges.  

• Initial Complaint

  Date:07/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 informed me of a bill payment to be made for my account ************ on Sept 21, 2022 in the amount of $*****. I attempted to pay this bill immediately online however their "Make a Payment" button has been made inactive (unclickable) and to this day (Nov. 5, 2022) remains inactive. I called Enbridge Gas to find another solution in the same week. I was recommended to set up a payment arrangement. I did so for Oct. 5, 2022 for the total amount of the Sept. 21 bill ($*****). In the same week I set up pre-authorized payments for account number ************ and was informed that future payments would be withdrawn automatically from my chequing account, however no confirmation came on the Oct. 20 bill date that the *** would be processed (I have another Enbridge Gas account, ************ for ***************. that is successfully set up for *** and processed each month). I learned today (Nov. 5, 2022) that another payment arrangement was set up for Nov. 9, 2022 for $100.26. I attempted to ask **** (the Enbridge online assistant) if the payment arrangement or *** would be processed for Oct. 20 and I was left with an empty chat box for multiple minutes (my internet connection was good, so that was not the issue). I have lost confidence that Enbridge Gas will successfully process this payment and, as a result, this will appear negatively on my credit report. So, I opted to finally pay by credit card and the additional fee that Enbridge charges. I would like an explanation from Enbridge Gas as to why the payment arrangement did not proceed as planned on Oct. 5 and why the *** for the ********** property does not appear to have been processed for the Oct. 20 statement and why the "Make a Payment" button appears non-funtional as this has caused me undue stress having to make countless phone calls and visits to the Enbridge Gas website and my credit report risks having a ******************* as a result of a missed payment.

  Business Response

  Date: 08/11/2022

  We have contacted the customer and are working with them to resolve the issue.