ComplaintsforEPCOR Utilities Inc.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  From October 2022 to October 2023 our home had 18 888 kWh attributed to it.We have been monitoring our household kWH usage daily.We have consulted with 3 electricians who have all come to the same conclusion that nothing is wrong inside our house.We have daily records of all our electrical usage for months and can prove exactly what every appliance in our house uses daily and it does not add up to the number of kWH we are charged monthly. Our house has registered as high as 76 kWh in one day which means it has drawn 316 amps through a 100 amp panel and 100 amp transformers. In our previous house during the summer when the air conditioner was used the electricity consumption would increase by 200 to 300 kw/month. In this house, there is no change if we use the air conditioner or not; strangely some of the lowest use months are when we use the air conditioner. Our empty home used 100 kw in 4.5 days, that is 22 kWh/day. The house beside us had people home with a new baby all day and used 17 kWh/day. This happened again, our empty home with all lights off, electronics unplugged, and the air conditioner and hot water heater turned off at the circuit breaker used 20 kWH/day. The house beside us used 9 kWH/day during that same time period when it was also empty. We have used two different Smart Meters and an analog meter.I have called Epcor about this problem multiple times only to be dismissed. 3 Electricians have come to our house and tested everything and cannot find any problems inside the home. Our electricians have all indicated that the problem must be outside our house such as faulty connection at the meter, frost/heaving causing loose wire connections, faulty coil at the transformer and crossed wires with neighboring homes. Epcor refuses to help.

  Business response

  22/11/2023

  We have received this Customer's consent to release account information to the ****** ******** ******.

  At this time we are working directly with the Customer to help resolve their concerns. EPCOR has had 3 different meters at this site all recording the same amount of consumption. We are looking into seeing how we can further assist the Customer in finding the cause of his high consumption and will respond once we have further details. We have advised him we will provide the details to him once we have more information.

  Customer response

  22/11/2023

  
  Complaint: 20855412
  
  I am rejecting this response because: They have not solved the problem of the allegedly high usage and they are not looking into the billing discrepancy as we described in a previous email to ***.  
  
  Sincerely,
  
  ***** *****

  Customer response

  22/11/2023

   
  Complaint: 20855412
  
  I am rejecting this response because: They have not solved the problem of the allegedly high usage and they are not looking into the billing discrepancy as we described in a previous email to ***.  

  Further to our complaint about Epcor, **** ********* ** ********* Epcor has forwarded to us through the UCA the following kWh monthly usage for our house.  Using the chart below provided by Epcor the yearly total for October 2022 to October 2023 is 18 239 kWh.  Our bills for that same time frame are charging us for 18 868 kWh.  That means we have been over billed by 629 kWh. We have attached our bills from that same time period to show the discrepancies. 
  
  
   EPCOR Distribution and Transmission (EDTI) have included the usuage below. This chart was sent to us by the UCA, the original email has also been attached.
  
   
  10/1/2022 1125
  11/1/2022 1425
  12/1/2022 1563
  1/1/2023 1546
  2/1/2023 1251
  3/1/2023 1496
  4/1/2023 1513
  5/1/2023 931
  6/1/2023 2132
  7/1/2023 1440
  8/1/2023 825
  9/1/2023 2065
  10/1/2023 927
   
  

  
  

  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  25/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’ve done first complain about 3 months ago when ever Epcor replaced power post without notifying customers and during that process they killed my satelite receiver and forgot to connect back **** network communication which affected my wife business for over 3 hours.. NOTHING was done from Epcor.. This time there was water pipe break in back alley over a month ago and all mud from the ground were spread across back alley and further.. In a week Epcor done all repairs but NO cleanup done.. We drove our cars through that mud onto driveway.. It was so disgusting with mud on our driveway.. I complained to Epcor but without any results… Last week Epcor did water quality survey and I explained also that situation to that lady.. She made all notes and told me that someone will contact me…. NOTHING happened since then…. For now that mud is dry because of the weather but I am so scared when rain comes…. What an ignorant company towards customers

  Business response

  31/10/2023

  When EPCOR responds to a flooding event, our first priority is to ensure public safety. Our trained field staff will isolate the area, locate the water valves and shut the water off. We will do our utmost to minimize water damage. EPCOR crews will then excavate underground, repair the problem and restore water service as quickly as possible. The water main is flushed to remove any dirt or debris that may have entered the piping while we were doing our repairs. Lastly, we collect water samples in order to test the water quality, ensuring it is safe.
  

  Looking further into Mr. ********’s inquiry, we can confirm the Dispatch group spoke with this customer on October 8, 2023.  Our Maintenance group followed up on the concerns regarding the mud on October 10, 2023, the Foreman confirmed the area around the main break was cleaned up by crew; however, no one closed the loop with Mr. ********.  Based on this feedback we have identified an opportunity where we can improve our service to our customers and have confirmed callbacks for future site visit requests.
  

  Regarding the water quality survey referenced below, all calls to Dispatch are surveyed. When EPCOR receives those results they review and if needed, follow up with customers if they give their details. That department may not have yet received those survey results.
  

  We can appreciate the concerns of the community in the area, and will do everything we can to ensure the mainbreak currently underway is completed and after all repairs are complete the area will be cleaned up.
  

  
  

  Customer response

  04/11/2023

  
  Complaint: 20780386
  
  I am rejecting this response because:

  Nothing is done as always ignorant approach to the customers.. 

  please see attached picture
  
  Sincerely,
  
  **** ********

  Business response

  07/11/2023

  As there are no new concerns, and the picture is the same from the original concern, our response has not changed.

  
  We can appreciate the concerns of the community in the area, and will do everything we can to ensure the repairs on the mainbreak is completed. After all the work is complete, the area will be cleaned up.

  Customer response

  07/11/2023

  
  Complaint: 20780386
  
  I am rejecting this response because:

  Cleanup after water pipe is not done at all..
  Is Epcor waiting till snow covers all that dirt of mud mixed with water spread on back alley??    I already talk to the city of Edmonton and they are saying that is EPCOR RESPONSIBILITY!!!!  to clean …

  I attached recent picture of the back alley I have to drive daily and every 3rd day have to do a car wash of two vehicles..  This is unacceptable!!!

  Sincerely,
  
  **** ********

• Initial Complaint

  25/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The fees on the water bill are unjust and unfair. We were paying $30.00 to $40.00 a month on the water bill and now, without our consent, we are charged $100.00 a month and all they can say is, it is a fee we can never remove or reduce. ** * * ******

  Business response

  04/08/2023

  Good afternoon,

  Please see attached for EPCOR's response to this complaint.

  Thank you.

• Initial Complaint

  13/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Afternoon, I moved to ON in December of 2022. My regular water bill has been about 50/ 80 dollars a month. I got the bill for April that is for $ 450 dollars for an empty house that no one was living in. I would like to get the amount credited. Thanks *****

  Business response

  19/06/2023

  
  EPCOR strives to read meters monthly but at times this is not possible. For Mr. ******* EPCOR was able to obtain regular monthly reads. We have no way of knowing individual usage and what is occurring in a household. We bill based on what went through the meter whether it was intentional or not. We bill services per meter and rates reflect the cost to provide water service based on a customer’s use of the water system. Water leaks happen for many reasons, and any water using fixture or appliance can eventually have a leak. Leaks can range in size.
  Regardless of how the water was used (leak, burst pipes), it still flowed through the meter and the costs to treat, deliver and provide the water to customers remain the same. As we do not have real time information on consumption, customers are responsible for their properties and to ensure they are checking for leaks or high consumption causes.

  Customer response

  21/06/2023

  
  Complaint: 20180041
  
  I am rejecting this response because:
  How can water use age increase 2 cubic feet to 60 cubic feet in a month and no one notice or even inform the house owner. 
  that isn’t acceptable. Especially since the house was vacant and no one was living there. More importantly if there was leak it would have been found in the home inspection done before the house was sold and nothing was found. So I cannot believe that much water was used. This meter could be faulty. 
  Sincerely,
  
  ***** ******

  Business response

  21/06/2023

  We completed a thorough investigation of the account details and we can confirm that the amounts billed align with the actual meter readings taken. Without being present at the time water is flowing, it is difficult to identify what caused the increase in consumption, but the most common cause of high consumption is a leaking toilet. On occasion, leaks self-resolve in cases where a flapper is stuck in an open position or the chain is stuck under the flapper and is then released with use.
  
  For example a small leak, ie: chain caught under the flapper could waste about 100/L day or about 3 cubic meters/month. A Medium leak, improper float position could waste about 12,000L/day or 360 cubic meters/month. Leaks can range in size. A small stream of water from a faucet can waste 15 cubic meters/month. There is no way we can advise how or where the unintended water was used.  
  
  To provide further information, the water meter is a mechanical device which records consumption as water flows through it. Meters pass numerous tests prior to installation and is inspected at prescribed intervals according to Measurement Canada legislation. EPCOR has a long history of metering water usage and as such, has a lot of data to draw from when assessing the accuracy with which our meters read.  Our findings show our meters are extremely accurate.
  
  EPCOR does not provide credits for unintended consumption as those costs would eventually have to be passed on to all customers in the form of higher rates. When customers don’t pay their bills, the burden is spread to the other customers who do pay. It’s important for customers to pay their bills. Our actions are guided by a set of regulations and bylaws that are in place to ensure all customers are treated fairly and equally. 

  Customer response

  22/06/2023

  
  Complaint: 20180041
  
  I am rejecting this response because:

  I still dont understnad how can there not be a procedure inplace that would infrom a client that thier consumtion has increased by 10 fold.. That is unsual. 

  PS i have paid my bill on time regurlay over the past 5 years so you comentary on not paying bills and passing on costs to others is insulting to me. 

  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December we moved to Edmonton and set up Water/Waste with Epcor. Have been making monthly payments no problem for the 7 months and just received out most recent bill Previous months have been 47$ roughly and this month 1453$ as apparently Epcor had not been charging our water bill. Now they stated we owe this by June 22nd 2023. Called and was told we can set up a payment plan for 6 months AND pay $235 + the new monthly regular payment so they are asking that we pay upwards of $500 a month because their 3rd party meter reading company failed to submit our readings for over 6 months. For 7 months not one call regarding this discrepancy on the account and when speaking with the agent the only thing he could tell me is that "This is very uncommon" So now we are going to be in "collections" for 6 months due to their error. This is a very unsatisfactory solution and will be looking to take more suitable action as I have been making payments and was under the impression that EPCOR was a reliable company and reasonable. THEIR Mistake should not cause financial hardships to clients and stating "its fine we can set you up with a payment plan to correct OUR error" is beyond ridiculous.

  Business response

  30/06/2023

  We don't have the Customer's consent to release account details at this time. 

  The Customer returned the first voice message left for her and a second voice message was left today. We will discuss the concern further with the Customer and provide details once we have received consent. 

• Initial Complaint

  20/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Epcor is charging too much money for out monthly utility bills and since they are a monopoly the cost keeps going higher and higher we are at our financial breaking point there is no way for us to keep up and these are essential services. This is causing marital stress, depression and anxiety and we can’t do anything to change our address right now. Please help us! Our new bill is over $1000 and every month our bills are over $500 for essential services so we can’t just choose another company. They insist it’s usage that’s the reason for the high bills this will literally force us out of the house we are renting.

• Initial Complaint

  17/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We moved from Calgary to Crowsnest Pass in March 2022. We contacted ***** to continue our services with them in CNP (except water, municipality deals with that in CNP), but for some reason ***** did not include the electricity, and we were not aware of this. Today (March 2023) we received a letter from Epcor, stating we owe $900 and it’s going to collections in 3 days. This was the first contact we received from Epcor. For the last year, we never received a single utility bill from them, and furthermore, we didn’t sign any contract or agree to an electricity rate. This is one of the worst business practices I have seen, and shows how disorganized, and poor their communication is with customers. I do not recommend using Epcor. I immediately contacted ***** to make sure my electricity is back with them. ***** is not perfect, but way better than the others.

  Business response

  28/03/2023

  We have been unable to speak to this Customer and have not received response to our attempts at contact. We have left her two voice messages. We did not receive a response to the first message left on March 24, 2023 and followed up with a second message on March 28, 2023. We do not have the Customer's consent to release any account information or details. 

  Customer response

  30/03/2023

  
  Complaint: 19616340
  
  I am rejecting this response because:
  I tried to call back in March 28,29 and 30 and left a message. The phone number provided doesn’t work anymore. I haven’t heard back from the person who contacted me from Epcor. Please call me again.
  Sincerely,
  
  ******** ****

  Business response

  03/04/2023

  We have now received the Customer's consent to release account information.

  On January 6, 2023, EPCOR reviewed charges for **** *** ** ** ***** ***** ** which had no customer in billing since June 10, 2022. These charges and consumption information were received from the ***** ***** (*************).
  
  When a location continues to receive services but does not have a customer to bill, EPCORs regular process is to pull a land title and bill the owner within 12 months of receiving the charges. The land title pulled confirmed ******** **** was the Owner of this property.
  
  Gaps in service occur when charges for both consumption and Distribution & Transmission are incurred during a time period when there is no Customer actively billing at a site. EPCOR, as a default retailer, is responsible for charges during these time periods, resulting in unbilled revenue. I have included the pertinent Article from our Terms and Conditions for your reference.

  
  8.11 Owner’s Liability for Payment
  In circumstances where:
  (a) there is no Customer of Record registered on the accounting records of EPCOR;
  and
  (b) there are no other occupants of the Site who continue to receive Service,
  the Property Owner shall be deemed to be the Customer of Record and shall be liable for payment for Services provided in accordance with the Regulated Rate Tariff until the date a new Customer of Record is determined by EEA provided that a rural Property Owner will not be deemed to be the Customer of Record or made responsible for paying Regulated Rate Tariff charges related to Service for an energy company’s oil and natural gas facilities located on the rural Property Owner’s site or sites unless the rural Property Owner directly requested the Service or will receive a benefit from the continuation of the Service. The Property Owner when deemed to be the Customer of Record under this provision shall be liable for all charges relating to identifying, searching for and contacting the Property Owner as a result of there being no Customer of Record for the Site.

  
  EPCOR subsequently produced and mailed statements on January 25, 2023 and February 25, 2023.
  
  On March 17, 2023, ******** **** called EPCOR Customer Service and inquired about the billing. The gap in billing was explained to the Customer during this call. The invoices were also emailed to her at ********************. The billing ended on March 20, 2023; however, as we bill a month behind, she will still receive a final bill statement.

  Customer response

  12/04/2023

  
  Complaint: 19616340
  
  I am rejecting this response because:

  EPCOR is not providing a solution or compensations for their disorganization.

  I never received a bill, I just got a letter on March 17 indicating that I had to pay the full amount ($800) by March 20 or I will be sent to collection. I had to call them to get copies of the bills as were never received.
  EPCOR took over 8 months since the tittle was updated to send the letter indicating the charges for over 6 months.

  Sincerely,
  
  ******** ****

  Customer response

  12/04/2023

  From the CONSUMER:
  Sent 4/12/2023 10:48:21 AM
   
  Complaint: 19616340
  
  I am rejecting this response because:
  
  EPCOR is not providing a solution or compensations for their disorganization.
  
  I never received a bill, I just got a letter on March 17 indicating that I had to pay the full amount ($800) by March 20 or I will be sent to collection. I had to call them to get copies of the bills as were never received.
  EPCOR took over 8 months since the tittle was updated to send the letter indicating the charges for over 6 months.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in May 2022 I moved into a new home. I had my EPCOR transferred to my new address. I received and paid my EPCOR bills until October 2022 and then I stopped receiving bills. From May to October there were huge fluctuations in my EPCOR bill which was suspect. I called EPCOR approx. 4 times during this period ending December 31. Since the beginning of 2023 I have been calling EPCOR weekly. My online account shows a credit balance of $366.16, but still no bill. In both January and February I was told they are "working on it" and it was a cross metering issue. The last few times I called EPCOR I tried to have my complaint escalated and was told a supervisor would call me March 3 or 6. No phone call was received. My online account overview still shows this $366.16 credit. I have asked for my bill as well an accounting of my usage including meter readings and the amount owed each month since October 2022.

  Business response

  20/03/2023

  We reached out to Ms *********** resolved her outstanding concerns, explained the delay in billing and what are our next steps were.  She was happy to receive a statement, and she also provided her feedback for her Customer service experience.

  Customer response

  21/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19555720, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  18/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  last fall my separated wife insisted i put my power into my own name. doing so caused an close to thousand dollar deposit to be added to my bill making it unmanageable because of my financial situation. i explained to epcor that payment had faithfully come from my personal online banking account for 22 years of owning my farm. i was in constant contact with epcors ethics officer ****** ***********. the pole and meter were removed after service was discontinued causing much damage. this infrastructure removal was unnecessary and i was told illegal plus caused more damage when it infringed on my side of things.i now have no power and much freezing damage plus three fridges and three freezers and contents ruined. i have only paid epcor for 22 years but now they are telling me to blame their sub contractor ****** for the damage. their ethics officer did nothing in many months that could not have been done by an unconcerned lawyer in minutes

  Business response

  22/02/2023

  EPCOR’s service was delivered in compliance with its Terms and Conditions of Service. EPCOR’s actions to request payment for services and the steps following to disconnect service after providing notice were fully within the terms of regulated service approved by the ******* Utilities Commission.
  
  *************’s Terms of Service point to the removal of facilities provided by *************. EPCOR did not send any staff to SW-24-48-4-5 / Brazeau County AB to facilitate the removal of facilities. That step was taken by *************, the electricity distribution provider for SW-24-48-4-5 / Brazeau County AB. EPCOR is unable to respond to Mr. ****’s assertion that EPCOR employees described the disconnect as illegal. EPCOR does not have any field personnel working in ************* service territory. Should Mr. ****s decide on re-instating the electrical infrastructure and having the site re-energized, he is to have this arranged with *************.
  

  Customer response

  22/02/2023

  
  Complaint: 19430473
  
  I am rejecting this response because:   i have only paid epcor and was only bound by contract with epcor. epcor retained the sole rigjt of access to my property and therefore retains sole responsibility for any damages incurred by access pertaining to that contract. thank you. 
  
  Sincerely,
  
  ******* *****

  Business response

  23/02/2023

  There is no new information to provide to the consumer. The following has been communicated from EPCOR Senior Legal Counsel to Mr. ****s:

  EPCOR did not send any staff to your site to facilitate the removal of facilities. That step was taken by *************, the electricity distribution provider in your area. EPCOR does not have any field personnel working in ************* service territory.

  EPCOR now considers this matter closed

  Customer response

  24/02/2023

  
  Complaint: 19430473
  
  I am rejecting this response because: i only paid epcor for this service and nobody else making epcor solely responsible for any entry. as soon as i tryed to reason with epcor through their ethics personal to use common sense as i had faithfully paid from my mobile banking for 22 years the unnecessary removal of the infrastructure happened causing the damage.  i feel that the unnecessary removal of infrastructure is not the ethical way to deal with a consumer who asks that common sense be used to prevent severe damage as winter approaches. this damage should never have happened when dealing with an ethical company like epcor. i think the company needs to investigate and perhaps reprimand a few employees 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  18/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at an address with my ex, she used to abuse the hell out of me, anyway, I was the account holder, she told me she took me off the account, lied to me about it. And let it run up a 500 something dollar bill and let it go to collections, I called epcor last week to ask what I can do about that. Just to be told it's my fault because I didn't call them to say I moved out, that I should take it as a lesson learned and move on. If I was a woman I feel it would've been handled differently, but because I'm a man Noone cares.

  Business response

  23/01/2023

  At EPCOR, we take all concerns about billing or customer service seriously, and we are always willing to discuss any aspect of a customer’s account or bill with them. 
  
  

  In this situation, EPCOR has been able to resolve this customer’s concern internally. 

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