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:13/03/2024

  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.

  NB power came to replace my hot water heater and while they were doing that they broke a pipe and tried to say it was already like that which it was NOT ...then just left it leaking!!!

  Business Response

  Date: 15/03/2024

  Good afternoon, 

  We appreciate you reaching out to us. After reviewing your feedback, I can confirm that today, March 15th, a supervisor was in contact with you. The Customer's Plumbing was leaking when our contractor arrived on site and this issue was not related to the water heater or the work done by our contractor. 

  Thank you

  *********

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Power are installing smart meters on residential homes. They are supposed to 1. Send notice in mail 2. Send reminder call/email opportunity to opt out 3. Knock on door before install advising power outage 4. Leave pamphlet after install
  
  I received none of the above and on Feb 12/24 except #2, banged on the door, scared my daughter out of her sleep and I had to leave work to come home to see what the commotion was banging on the side of my house. I received, via email, feedback from the following morning Feb 13th I requested call back. From Feb 12 to present March 7 I’m getting intermittent power outages, losing internet while working from home. I would have definitely opted out of this had I been given the opportunity as I was supposed to be given.
  
  Finally today mar 7 I called NB Power to complain and request my old meter be put back as I wasn’t given the opportunity to opt out and I do meet that criteria. I was told I can’t now and she apologized and said best that can be done now is 2 way communication stopped but no idea when that will happen. I asked when I can speak to a supervisor about this and was told 5-10 business days!!!! My bills are due when due though and never late receiving those. Absolutely disgusting. This is NB Power’s incompetence and I have to pay for this!!!

  Business Response

  Date: 08/03/2024

  Good morning, 

  We appreciate you reaching out to us. After reviewing your feedback, I can confirm that yesterday, March 7th, a supervisor was in contact with you. As we value, your feedback, we have forwarded your concerns to our meter deployment department regarding the steps being missed during smart meter installation. Additionally, we sent a trouble call to our field personnel regarding the issues you've been experiencing. 

  When it comes to smart meters, these are the new meters, and we can turn off the 2-way communication if requested. Yesterday, a request was submitted. 

  Thanks, ******

   

  Customer Answer

  Date: 08/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21399626, and find that this resolution is satisfactory to me.

  **provided the power interruptions are rectified and two way communication has been stopped.  If not done within a reasonable time frame I will reapply a complaint regarding this.

• Initial Complaint

  Date:14/01/2023

  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.

  My husband and I had service with NB Power for over a year. On 07/22/2022 we applied for a disconnection for which we called a representative. She explained to us, before they could disconnect service, our bill had to be paid in full. On 07/21/2022 I paid $440.65 and an additional $165.61 the next day, 07/22/2022. This fully covered our bill, so much so, we were told we had $91.07 in credit. We never had this taken out and with moving, etc we didn’t worry about it. A year later, I check my credit report and see NB Power trying to charge me $515.19, for no stated reason on my billing. My last bill on 07/27/2022 stated they still OWED US the $91.07. Where is this insane charge coming from? They have also falsely reported on their end, that the last payment received was 06/13/2022 for an amount of $275.00. You just scroll down just a bit however, and you’ll see a statement also claiming our last payment was received on 07/22/2022 for $165 and the $440 respectively. This is transparently a false claim and scam from NB Power. They have incredibly destroyed my credit by their own false narrative; we have all the proof stating we owe them nothing and they owe us. How dare this do this to my credit and put a derogatory statement on my credit! I did my part and fully paid, they cannot do this. I expect the derogatory statement on my credit to be removed immediately and the $91.07 credited to my bank immediately.
  
  This is a scam, and I will not stand for it! The fact they also opened up this claim three months after I disconnected service! You can see they’re hungry for money and need a serious investigation into their company. I can’t believe they can falsely charge and destroy the credit of someone who did nothing wrong but pay them!!

  Business Response

  Date: 23/01/2023

  We have attempted to reach out to this customer by phone and
  email to discuss their concerns. We are waiting on a response.

  Customer Answer

  Date: 23/01/2023

   I am rejecting this response because:
  
  
  They sent me a single email after I submitted this complaint, I’m not calling a company who has been trying to scam me, they are going to try and bully me into paying money I don’t owe! I want the BBB to resolve it on here, if the business cannot provide proof and an adequate response as to why this is happening and to why they chose to destroy my credit? I want it removed from my report and this to end now. I provided the papers showing I owe them nothing according to their accounts and there is no excuse for how a company can do this and only provide the response (we have tried to contact)….I wouldn’t be making this complaint if they’d had and actually provided proof as to why I owe money for a bill that has been paid! In my complaint I asked them to provide substantial proof that I owe this money,  and a solution and refund and they have provided nothing. Because I asked for proof? They cant provide proof? I gave full permission for the company and the BBB to have full access to the account and case with info to get this resolved and this is the response? What a horrible company with horrible morals. My legal aid thinks so too.

  Business Response

  Date: 30/01/2023

  We do have updates to provide to you with your situation if
  you can please contact us @ 1-800-663-6272.

• Initial Complaint

  Date:10/11/2022

  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.

  I owned a mini home in Dieppe, NB and we had it moved to our property in Memramcook on Oct 26. I contacted NB power a week in advance to give them notice of the move and to have the power disconnected on Oct 25. When speaking with the NB power, I got them to start the work order number to have the power reconnected to the new property (Work order# TPF004). I was advised that it could take up to 10 days before we can have the power reconnected again. A huge inconvenience but I understand that they need to follow procedures. I hired an electrician, and they submitted the wiring permit online on Oct 30, a confir # was obtained and it was provided to us but, NB power is saying that this was only submitted on Nov 4 (Why did it take a week for NB power to receive the information?). On Nov 7, I called NB Power and spoke with a ******* (Empl ID512) as I was looking for information about adding a new second pole as the power meter seemed to be at the back of the house and our electrician advised that it's illegal to have power cords going over the house (No problem, let's get this fixed). ******* advised that she needs to contact her engineering department as they have no information on cost or procedure which would take an additional 1-2 business days to even find out if there would be an additional charge (adding another delay...). I have no time for additional delays, so I just told my electrician to move the power meter to the front ( add. cost $800). The electrician agreed and moved the power meter to the front on the following day (Nov 8). I called NB power again today, spoke with Nate (Empl ID688), he advised that we have another delay of 30 DAYS to have the power set up after the technical Inspection Services approves the permit. THIS IS UNACCEPTABLE. We have been without power going on 3 weeks. I have 2 young kids at home. I requested a supervisor call back and I have not received a call even after being told it would be 1-2 business days. (On day 3).

  Business Response

  Date: 17/11/2022

  Customer has been contacted to let them know what to expect for this service. 

• Initial Complaint

  Date:10/11/2022

  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 power has joined together my old account with an outstanding bill to an address I do not live at and is refusing to remove said account from another persons account even though I’ve explained that I do not live, they will not believe me and assume I am married to the owner and resident of that account even after stating that I have a seperate addrsss and am not married. Now they will not do anything unless full balance is paid by today or they will be disconnecting someone else’s power due to my outstanding bill from 2017 which has nothing to do with this other persons nb power account.

  Business Response

  Date: 14/11/2022

  We are working with this customer to help resolve their
  issues and concerns.

  Customer Answer

  Date: 14/11/2022

   I am rejecting this response because:
  
  
  They created the problem in the first place and forced a house that I don’t even live at to go without power all weekend because they assumed we are married and attached our bills. However I am not married and tried to tell them that and that I also live at a different address in which I told them and asked that they did add my existing bill from 2017 to my correct address instead since they told me it must be attached to my place of residence however they refused to believe me and I was told that unfortunately there’s nothing they can do until the entire bill of $1500(both combined) was paid in full when in fact my bill should have never been added to that address in the first place. Therefore this whole ordeal is their fault and I believe the proper resident to the address should atleast be reimbursed of some kind for their mistakes and forcing that residence to go without power for the weekend when in fact they had paid there power bill and should not have been punished. This is ridiculous.   

  Business Response

  Date: 17/11/2022

  We have made numerous attempts to
  reach out and to investigate this matter with no response or call back from the
  customer. I have left me name and phone # to reach out to us in order to
  investigate and help look into your concerns.