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:03/10/2025

  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.

  My initial complaint is about the hot water tank I rented from NB Power account # *******-8. First electricity bill June 25 to July 16 2021. when I purchase my house there was no hot water tank, so I searched to see if I could find a second hand one because so many expenses. I could not find any and a new one was too expensive, so I rented a new one from NB Power for 6.92$ the first full month. Years have passed, covid passed and a couple of months ago, now that most of my renovation expenses are behind me, I was ready to make a move to call NB Power and ask how much it would cost me to purchase my now used hot water tank. I was told that they do not sell, they only rent and if I do not want to stay on a rental agreement I had to pay someone to disconnect the tank, put it outside for them to pick it up and then to buy another one and pay to have it installed. I said I was never told that I would be renting forever because if I would of been told I would of never rented in the first place. So logically I asked what do you do with the tank when someone stop renting, the employee told me they used them internally . That does not make any sense, it's got to be a lie. The same model a Giant 40 Gallons model 152B-3F8A-NB1 retail price today at ***** is under 600$. Since I started the rental until now I have paid 406.42$. Here is a quote from their website : Our management team is working hard to make the right decisions for our customers today and tomorrow "No" !. My second complain : I strongly suspect that the smart meter is overcharging me. The reason I say that, is that I leave my house for many months, many times each years for work/leisure. One their website they have charts showing comparisons of usage from the present year and previous years. This year I was gone for a long period during winter and compare to last year my consumption was around 500kWh more. Also during summer i've been gone for many months the only thing taking power is my fridge

• Initial Complaint

  Date:28/07/2025

  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.

  Earlier this month I got a mail from NB power stating that the smart meter that was installed at my address was faulty and has been replaced. I was advised that over the next 6 months NB power will track the usage and send me a difference for the past 6 months to pay. Then later in the month I got my bill which is over $150 more than last month. This is the most amount I’ve ever been charged in 4 years I’ve owned this house. Even in winter months I didn’t pay this much. My monthly usage went from 800-900 kWh in summer months to over 1600 kWh as soon as new meter was installed. How am I suppose to even pay so much more than I can afford? The salaries aren’t going up the taxes aren’t going down yet the ****** at NB power are scamming us left right and centre. Is there any hope for justice?

• Initial Complaint

  Date:08/05/2025

  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.

  Tree keeps touching powerline making yard unsafe. It's been reported many times and evidence of the tree touching the line was sent to them. I even called their emergency line and it still hasn't been resolved. Work orders keep getting cancelled by the company that NB Power employ's to complete the tree cutting. This has been an issue for a year now.

• 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:05/03/2025

  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.

  Power bill went up over 300$ we've been on vacation and not even home.
  
  Nb power loves to scam and con the citizens of New Brunswick

  Business Response

  Date: 07/03/2025

  Good morning,

  We attempted to reach ******* ******* to address his concerns, but were unable to connect. We will follow up later. If you have any questions in the meantime, please feel free to contact us at ***************

  Thank you.

• 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:27/02/2025

  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.

  I believe NB Power is not ethical and has been committing fraud whether it is through negligence or intentionally.
  We have owned our home for over 10 years and over the past couple years have noticed our kwh usage go up and up and up. This is was not the trend prior to that every year was similar depending on heating and cooling so we took action we got an energy audit on our home in spring 2024 and proceeded to complete over $25000 in upgrades that i paid with my life savings. These upgrades include mini split, air sealing, new roof and attic insulation, all LED bulbs, low flow showers, new energy efficient washer and dryer and new hot water heater installed my nb power we were going to install solar panels but our neighborhood is being re zoned so there is a hold on that for now.
  We have been very conscious of our power usage as we took responsibility for these kwh increases. After all that we didn't see any real reduction in power which I try not to think about because I'll cry.
  Now the most recent bill arrives with a 40% kwh increase compared to any bill ever before. There is no way that is accurate. We had a smart meter installed January 28th and our bill cycle was Jan 18 to Feb 20 and the breakdown of kwh per meter is 1941 and 4223 when we usuallyhave 3000 to 4000 max per bill. I feel helpless, I can't trust the accuracy of anything from nb power anymore and it appears the are unethical and stealing from their customers with excuses that it's cold and we are irresponsible using power. I have the same habits and we have had cold months in the past and nothing like this happens. My smart meter data was showing NA until I emailed nbpower yesterday now suddenly it's working and our usage fluctuates drastically by day without any explanation. I have attached my usage history and screen shots of nb powers website. I'm not sure what else to do in already cold and hungry and now a huge company is stealing from me and my young family. Thank you so much for any help.

  Business Response

  Date: 05/03/2025

  Good morning,

  We have spoken with ****** ****** 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!