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: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.

• Initial Complaint

  Date:24/01/2025

  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.

  There has been a Variance debit/credit on my power bill for over 1 year, I called the power company when it first was applied to my account but was only told that I did not use the amount of energy they estimated and when I asked them to explain this was told it was a new way of calculating energy used. I am now being charged each month so I have contacted NB Power again and they explained that the power company estimates how much power my household will use and charges extra IF we go over their estimation. I feel this is an unfair charge as I pay an approved service charge plus an approved Kw usage charge. I SHOULD NOT be charged because someone is estimating wrong. This should be removed from ALL residential bills.

  Business Response

  Date: 07/02/2025

  Good morning,

  I reached out to R***** to address her concerns. The variance amounts on the bill are part of our approved rate structure, which was authorized by the E***** ******* ***** *****. If you have any additional questions, feel free to contact us at 1**************

  Thank you!

• Initial Complaint

  Date:14/11/2024

  Type:Product 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 son à canadian veteran that has multiple health problem was suppose to have NB Power connected to his home this summer is still without power and winter is coming . he had been operated to both arms 9 times , also leg and feet . he is now limited physicly and mentaly . he has a diagnostic PTSD . He has problem expressing himself . As a father I am writing to obtain help from someone to help him to have his house connected to NB POWER as son as possible before the coldest day of winter . his address is ** **** ***** **** * ****** ***** * ** * *** *** .
  thanks in advance for your help
  regards
  p***** *******
  I can be reach by phone at *** *** **** ** ** * **** ** * ****************

• Initial Complaint

  Date:17/10/2024

  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.

  There is no options to pay via a credit card, there should have those options to make it easier for the consumer, especially a government agency like NB Power.

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service 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.

  NB hydo installed a new smart metre incorrectly which caused us to have intermitent power outages for a few days (Jan 21 22 23 of 2024). I called nb power on jan 22 they sent someone out to our place but could not find the problem. When I called them back they said I would have to get an electrician out and that the problem was on our end of things and not from their end. When we got and electritian out to our place on the 24 th of jan 2024 he said there was nothing wrong on our end and that it was NB powers' newly installed smart metre installed on NOV 3 2023 that had loose wires so he had to break into their metre on an emergency order that he subsequently took to NB power and filed with them. The whole process cost us over $417.05 and i would like to be reimbursed since this was all on NB power and their new smart metre installation's poor wiring. The NB Power's poor wiring caused the issue or else i'd have no cost to me as i did nothing to cause the issue . I submitted a claim to NB power complaint department and got a letter back from them about 3 months later saying they have no responsiblilty in the matter and won't be reimburing us our cost to fix the loose wiring in their smart metre. I am not happy with NB Power's investigation results as the issue was caused by the loose wiring in their meter box (which according to our neighbours, they source out to individuals without an electrical license) when the smart meter was installed.

  Business Response

  Date: 12/07/2024

  Good morning,

  
  At NB Power, safety is
  our highest priority, and we conduct meticulous investigations into all claims
  to ensure a safe environment for everyone involved. Upon reviewing your
  previous claim, we found that the original denial was based on the facts
  provided to us.

  
  Thank you,

  Business Response

  Date: 15/07/2024

  Good morning Mr. ********,,

  Regarding the meter box, mast, and internal wiring: These do not belong to NB Power. NB Power only owns the meter itself.

  Thanks

  Customer Answer

  Date: 23/07/2024

   I am rejecting this response because:
  
  
  

  In response to BBB's July 15th, 2024 email to us stating that NB Power's response was "Regarding the meter box, mast, and internal wiring: These do not belong to NB Power. NB Power only owns the meter itself."

  
  

  If the meter box, mast and internal wiring does not belong to NB Power, please let me know who does it belong to?

  
  

  I do not agree in BBB's opinion that NB has acted in good faith due to the fact that I have been dealing with this issue directly with NB Power and through your organization for months and months and this is the first time that they have mentioned this fact.  Our electrician had a duty to report to NB Power that he had to do an emergency access to NB Power's meter box to fix the issue, this all points to the fact NB Power or its affiliates owned the meter box and its contents. This reply was absolutely ridiculous by NB Power hiding behind this smokescreen. Very disappointed with them and shocked at their reply and tactic at this late time . I have replied within the 7 days i was given.  Thank you very much BBB and Hussain it is not your mandate to resolve these issues but hope that you can publish and make known to society how i have been treated by NB Power and how they conduct business.

  
  

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

  
  

  
  

• Initial Complaint

  Date:26/06/2024

  Type:Customer Service 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.

  Subject: Formal Complaint Against NB Power for Billing Discrepancies and Poor Customer Service
  
  I am writing to file a formal complaint against NB Power regarding significant discrepancies in my electricity bills and the unsatisfactory customer service I have received in attempting to resolve these issues.
  
  For the billing period of November 2023 and April 2024, I received an exceptionally high electricity bills, despite not using heat for three weeks during those months. April bill was also substantially higher than both the previous month and April of the previous year. Upon contacting NB Power for an explanation, as I did back in November, I was directed to use an online calculator and was assured that their smart meters are "extremely accurate." However, no adequate explanation was provided for the discrepancy.
  
  Despite their promise that an energy advisor would contact me within 8 to 10 business days to address my concerns, this never occurred. When I followed up, I was ridiculed and falsely informed that someone had called and left a message, which did not happen.
  
  I believe I am being unfairly charged and that NB Power is not addressing my concerns adequately. This situation has caused significant stress and inconvenience. Given that NB Power operates as a monopoly in my area, this issue is extremely concerning.
  
  I request the Better Business Bureau to investigate this matter and assist in resolving the following issues:
  
  1. An accurate and detailed explanation for the unusually high bills for November 2023, April and May 2024.
  2. A thorough review of my billing history and meter readings to ensure accuracy.
  3. Compensation for any overcharges identified during the review.
  4. An apology and assurance that NB Power will improve their customer service practices.
  
  Please let me know if you want copies of my bills for the months in question, as well as records of my correspondence with NB Power.
  
  Thank you for your assistance in this matter.

  Business Response

  Date: 02/07/2024

  Good Morning

  Our energy inquire
  team has been in touch to discuss these concerns with this customer.

  Thanks 

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair 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.

  Trying to get copies of the bills for my home at acct # ******** at ** ***** ******* McAdam,nb ******

  Business Response

  Date: 12/04/2024

  Has been previously informed what is required to access the
  account in accordance with privacy laws. 

  Customer Answer

  Date: 23/04/2024

  I have heard from NBPower and they finally find the Consent Court Order that I sent to them three times.  They have sent it on to their legal department and I have not heard anything back.

  
  

  Thank you 

  
  

  ***** ****