Complaints

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:01/05/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 purchased a Sure Connect on a rental contract from NB Power and was told the price would be 25.99 per month plus tax and signed the paperwork when installed for this price. Also I was told by the sales person that I had to keep it for at least 1 year which was fine. When I received my bill it was .55 cents more than I had agreed to. I called NB Power to inquire about it and they told me that as of April 1 it would be going up to 27.99 per month plus tax. I informed him that I had only had it for 1 month and told him that and this was not what I had agreed to. The person that I was talking with and telling that was not what I had agreed to told me that they could raise the price anytime because that was how they do it at NB Power. This is an unfair practice but because they have a monopoly we are forced go bow to their practices. I do not agree with this and believe that it is very wrong in business

• Initial Complaint

  Date:18/03/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Better Business Bureau of the Maritime Provinces
  
  Subject: Complaint Against NB Power - Unjustified Billing - Account #5691628-3
  
  To Whom It May Concern:
  
  I am filing a complaint against NB Power for a billing surge after Smart Meter install at ** *********** ***** ******** **** *********** ***** *******5.
  
  Consumption spiked:
  
  Dec 2024 (Pre): 2317 kWh, $397
  
  Jan 2025 (Post): 3248 kWh, $528
  
  Feb 2025: 3818 kWh, $596
  
  64.78% kWh increase, 50.08% cost increase since install, with no change in use. EPP debt now $355.
  
  Complaints filed with NB Power, ****** *** ** **A.
  
  I believe NB Power is unfairly billing customers. I request an investigation and reimbursement for overcharges.
  
  ******** ****** * ***** ********

• Initial Complaint

  Date:04/03/2025

  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’m reaching out a regarding a sharp and unexplained increase in my electricity usage over the past two months. I heat my 1,200 sq. ft. bungalow with a ducted heat pump installed less than two years ago for energy efficiency. However, my electricity usage has spiked significantly despite no changes in our household habits.
  February 2024: 3,611 kWh
  January 2025: 5,395 kWh
  February 2025: 4,997 kWh
  With these increases, my bills have ranged from $800 to $1,100 per month—an unsustainable cost for many. The previous owners who were in their 90s, and kept heat at 24°C with electric baseboards never had usage this high. By contrast, my partner and I use a more efficient system, but electricity consumption is dramatically higher. In fact, we heated with baseboard electric heat in winter 2023 and never came close to the 4,900-5,300 kWh usage we’re seeing this year.
  I initially assumed our heat pump was malfunctioning, but its runtime was comparable to last year with expected increases. I contacted NB Power 2X—after January and February bills and was told they could not investigate. They acknowledged that customers could expect up to a 30% increase due to colder temperatures, but agreed that my 49% increase does not add up. I asked if my situation could be reviewed independently but was told the ongoing audit is random and that there is no process for individual audits. If this had happened before the audit, does this mean customers have no way to request a review? The lack of an investigation or dispute resolution process raises serious concerns about accountability. NB Power has already stated they found no issues in the audit. This raises questions about who selected the auditor, whether a secondary audit can be conducted, and what measures ensure fairness for customers facing unexplained charges.
  I urge the BBB to review NB Power’s lack of investigative and dispute resolution procedures, as it is unacceptable for a major utility provider to operate without accountability.

  Business Response

  Date: 07/03/2025

  Good morning!

  We’ve been in contact with G******** ********* to address her concerns. If you have any questions, feel free to reach out to us at ***************

  Thank you!

• Initial Complaint

  Date:28/02/2025

  Type:Product 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.

  Since NB Power has installed smart meter our power bill has skyrocket in record breaking usage. We are a family of 3, our child is just 6. We have not changed anything in how we use electricity. But it shows that we have used more electricity than we ever have. There’s also all these additional fees on the bill that we don’t why they are there. This usage is incorrect, these meters are giving false usage.

  Business Response

  Date: 04/03/2025

  Good afternoon!

  I had a conversation with C****** ******* about her concerns, and she is aware that she can contact us at ************** if she has any further questions.

  
  Thanks!

• Initial Complaint

  Date:28/02/2025

  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.

  How can my bill keeps going up more and more every month when in fact it was not that cold this winter like last winter. We keep the heat at 14, using a wood stove and oil and use the washer and dryer wat less then we did last year or even months ago.
  Getting a $1200 bill when we been in the house freeze because we dont want amd cant afford a big bill is unacceptable and totally disgusting.
  Nb power is the biggest crucks in New Brunswick.
  No way we used that much impossible.
  How some ppl get high bills when they have empty house with nothing connected shows they are stealing and making up numbers and the fact that we have no other options for power they are taking adof that also.
  This needs to be take. Care off.
  This province os already poor enough this is getting too much
  
  And all we hear is the same excuse every time and makes no sence.
  I spent almost $6000 in 2024 just in power. This year is starting worse

  Business Response

  Date: 05/03/2025

  Good morning,

  We have tried contacting ***** ******** regarding her
  concerns about the usage. If you have any further questions or concerns, please
  don’t hesitate to reach out to us at ***************

  Thank you!

  Customer Answer

  Date: 05/03/2025

   I am rejecting this response because:
  
  
  I was working as most of us have to work overtime, 2 3 4 jobs just to get by now. Bur. Honestly  their excuse and lies they give all of us i don't want to hear.

  All they say is try to give u advice on how to save. We cant save as if u follow every other nb customer we are all having this same issue with tbis robery company. 

  All we been getting is lies after lies. Ppl being charge when there's nobody at home for months and nothing plugged in. 

  I don't want to hear their excuse and not gona miss work time to hear lies again

  Business Response

  Date: 05/03/2025

  Good afternoon,

  If you have any further questions or concerns, please don’t
  hesitate to reach out to us at *************** Monday to Thursday 8:30 am to 5
  pm or Fridays 8 am to 4:30 pm.

  Thank you!

• Initial Complaint

  Date:26/02/2025

  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.

  So last year this also happened, I had all my bills paid up. And then all of a sudden a 800.00 bill I still haven't caught up from. They didn't check the meter 2 months in a row yet was still charged 30.00 service fee. And I just got new heat pumps put I'm few months ago. Bills have been decent 280.00 a month and then this month Nothing different and my bill is 470.00! Called and asked what's going on and there answer is it was a cold month. Mmmm not really. This is just insane I barley have heat on or lights on yet my bill is **** near 500 it just makes NO Sense!. I don't understand this....then their harrising me for their money. Like I don't even no what to do about this anymore.

  Business Response

  Date: 27/02/2025

  Good afternoon!

  I had a discussion with ***** ******* regarding his concerns, and he is informed on how to reach out if he has any further questions.

  Thank you!

• Initial Complaint

  Date:26/02/2025

  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.

  Complaint Against NB Power – Unreasonable Bill Increase
  
  Dear Better Business Bureau,
  
  I am submitting a formal complaint against NB Power regarding an unjustified increase in my electricity bill for the period of January 22, 2025, to February 20, 2025.
  
  I have lived in my small two-bedroom home for seven years, and my highest electricity bill that i have ever recived was 680. However, my most recent bill was $858, which is a significant and unexplained increase. There have been no major changes in my energy consumption that would justify such a drastic rise in cost.
  
  This increase seems unreasonable, and given the ongoing government audit into NB Power’s billing practices, I am concerned that other customers may be experiencing similar issues.
  
  I would appreciate the BBB’s assistance in investigating this matter and holding NB Power accountable for fair billing practices.
  
  Thank you for your time and support. I look forward to your response.
  
  Name:****** ****
  Account Number:*********
  Contact Information: ************ ****** ********************
  Best regards, ***** *****
  This version keeps it straightforward and professional while making your complaint clear. Let me know if you’d like any further adjustments!

  Business Response

  Date: 27/02/2025

  Good afternoon!

  I had a discussion with ****** **** regarding his concerns, and he is informed on how to reach out if he has any further questions.

  Thank you!

  Customer Answer

  Date: 27/02/2025

   I am rejecting this response because:
  
  
  I recived a call from nb power they informed me this winter compared to last winter was 27% colder than the previous year, i questioned why last months bill wasnt roughly 300$ more or the month prior to that. Witch they couldnt awncer. I was told most likley its caused by my heat and that their meters are correct. Im a  red-seal electrician and he's explaining heaters to me, look at the history of my bills shows my usages and this dramatic of a jump for one month with no changes to my home i cannot wrap my head around it doesn't make sence

   

  Business Response

  Date: 28/02/2025

  Good afternoon,
  
  If you have any additional questions or concerns, please don't hesitate to
  contact us at ************ to discuss the meter dispute process.
  
  Thank you!

• Initial Complaint

  Date:05/02/2025

  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.

  My last months bill was $452.78 which was still significantly high but this months was $561.59, this is beyond an excessive amount to be charging. Unfortunately NB Power has the monopoly for this business as we only have this company for this type of service and I feel as though they are taking advantage of us. This needs to change and I believe some kind of reimbursement should be enforced for the excessive amounts they are charging.

  Business Response

  Date: 06/02/2025

  Good morning

  We’ve made several attempts to reach out regarding your concerns. If you have any questions or need further clarification about the breakdown of your bill, please don’t hesitate to contact us at **************. We’re happy to assist any questions you may have.

  Thanks

  Customer Answer

  Date: 06/02/2025

   I am rejecting this response because:
  
  
  No one has tried to contact me. Not by phone, email or anything!

  Business Response

  Date: 06/02/2025

  Good afternoon

  We have attempted to contact you and we will try again. You can
  also reach out to us if you have any questions at ************. Every attempt
  to contact you is noted on you account you have with us.

  Thanks

  
  

• Initial Complaint

  Date:31/01/2025

  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.

  My hydro bill has increased over $300 over 3 months with no life style changes. I called nb power customer service and was told it was6% colder this year! Really? We. Are retired and this increase is unbelievable! My November bill was $205 , January $ 514! This is absurd!

  Business Response

  Date: 03/02/2025

  Good morning,

  We've been in touch with C****** ******** regarding her concerns about the recent bill. She is aware that she can contact us if she has any further questions.
  Thank you.

• Initial Complaint

  Date:29/01/2025

  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.

  Last month A** ***** decided to show up at my house with no warning. I work from home. They turned around and shut the power off, which hung up on one of my customers because I had no idea they were even here. I had no email, no letter by mail stating that they were going to be over here at a certain date to put in these lovely little smart metres that they have. I do not want to smart metre and I was not even given the chance to opt out of it because he just turned around went in my yard without my consent and changed it. When I went outside ask him if he shut the power off he said yes that they were changing the metres and I had no say in it. I am not happy with and be power my bills of doubled in December and January. I don’t use baseboard heaters are use only mini splits which I have to do December and turned on my second one in January. My bill in December was $260. How can someone justify using air-conditioning with my mini splits in the summer and only paying $60 a month in the summer months and in the winter I paid $260 an hour this month I get a bill for $279. Please explain this to me and how it makes any sense at all.

  Business Response

  Date: 03/02/2025

  Good morning,

  We have contacted T**** ******* regarding her concerns about
  the recent bill and smart meter install. She is aware that she can contact us
  if she has any further questions.

  Thank you.