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Business Profile

Not Elsewhere Classified

NB Power

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:26/06/2024

    Type:Customer Service Issues
    Status:
    Answered
    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:
    Answered
    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 

    ***** ****

  • Initial Complaint

    Date:13/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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:
    Resolved
    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:
    Answered
    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.

NB Power is NOT a BBB Accredited Business.

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