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Business Profile

Utility Contractors

Nova Scotia Power Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Contractors.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 7 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:09/01/2023

    Type:Customer Service 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.
    Reported my paid security light out on Oct. 7, 2022. Told could take up to 30 business days for repair. Repair was “escalated” by NSP on Nov. 25, 2022. Phoned multiple times…promises of return calls but never happens. Jan. 9, 2023 and STILL NO REPAIR but charges are still included on bill. I am a senior female living alone in a dark rural area. I have completely lost all patience with NSP. THEIR LACK OF CUSTOMER SERVICE IS DISGUSTING.

    Business Response

    Date: 11/01/2023

    A supervisor has been in contact with Ms. ******* regarding the delay in repairing the light.  A crew was sent out to the address and completed the repair on January 9th.

    Customer Answer

    Date: 12/01/2023

     Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18707679, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:03/01/2023

    Type:Order 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.
    Can't get NSP to answer the phone. In December 2022 I called multiple times with no response, just stayed on hold! Finally, on Dec 13, I managed to get my problem resolved after 43 minutes. After I got off hold, the agent was awesome and solved my problem quickly! I had requested NSP bills be emailed to me and provided the email address to be used. The delay for service by phone was initially blamed on power outages and before that it was Fiona. I understand that power outages are a priority to resolve but I am specifically pushing buttons for Billing, not the power outage line! Today, I called Billing again, and waited 51 minutes on hold being told to wait for the next available representative and that they have higher than normal call volume! Well guess what! They ALWAYS have higher than normal call volume because there are not enough people answering the phones! My Dad has two accounts with NSP and I only received emails for one so I had to guess at the bill and send money because they won't answer the phone! **** answered at 51 minutes and was great, but it is not fair that agents should have to deal with customer frustrations due to NSP's lack of customer service provision! I would like NSP to address this concern with me on the phone.

    Business Response

    Date: 09/01/2023

    I had a conversation today with Ms. ******** regarding the long wait times she experienced.  I advised that Nova Scotia Power as of Jan 04th has changed its hours of operation in Customer Care to 8am to 6pm from 8am to 8pm.  The change in hours has allowed Nova Scotia Power to have more staff available during peak times to help reduce the wait to speak with a Customer Care Rep.

  • Initial Complaint

    Date:14/12/2022

    Type:Customer Service 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.
    NS power has not connect power to our new build. Account #******** ******** ******* ***** **** ***** *** *** *** We have followed all the steps necessary in order to be connected.
    The temporary service was installed May 2022.
    The easements were done 03 Nov 2021. #119574649, #119574904
    The connection inspection was done on 25 Oct 2022.
    At this point without having power to the building we are starting to get mold.
    I have been calling once a week for over a month now trying to find out a connection date, but they haven't done anything.

    Business Response

    Date: 23/12/2022

    We have been in contact with Mr. ****** and are working to get power installation completed as soon as possible.

    Customer Answer

    Date: 23/12/2022

     Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18572103, and find that this resolution is satisfactory to me.

    Thank you so much, we were contacted multiple times on 21 Dec from NS power to resolve the issues.  We are finally getting hooked up the 28th of Dec 2022.

     

    Thank you

    ***** ******

  • Initial Complaint

    Date:07/12/2022

    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 father contacted me telling me that Nova Scotia Power hired Collectcents to collect an account that is under my name but instead of informing me or reporting it to my credit bureau they did so on my fathers credit bureau which he is born in 1958 I am born in 1984, Our names are somewhat similar but dob and sin numbers are very DIFFRENT I contacted collectcents the agent laughing saying oh we know the issue but pay us first then we can explain how to resolve the issue at equifax Canada for your father but until then we are not helping. I contacted Nova scotia power and the agent was as friendly as a vulcher saying the exact same words almost as there collection agency and laughed at me when I said I will get the media involved he then said no problem I will place a note here authorizing the media to contact us on your behlaf I am now hinging up the phone I asked for a supervisor and he hung up.

    So this is how Canadians treat Canadians ruining an elder mans life so they can attempt to get what they want, especially this is a disputed account.

    Business Response

    Date: 23/12/2022

    We have been in contact with Mr. ********-******* as well as the Credit Bureau and are working to resolve the issue.

  • Initial Complaint

    Date:05/10/2022

    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.
    Since Hurricane Fiona I have been without power, I have been very understanding up until last night. I had a crew from Cape Breton come and remove a tree with a crane and was informed when they finished that they would then just need to call the office and mine and my neighbours (only two people in the entire trailer court without it) would be turned back on with a couple of hours. Well, today I am being told October 9th, I am a senior on a fixed income and so is my neighbour, we are freezing at night and starving with no food. I have gotten some help from family and friends but this is getting ridiculous. Please turn our power on today!

    Business Response

    Date: 31/10/2022

    HI,

     

    Yes outage responses are tricky as they are based on our restoration process.

     

    We will follow up with the customer again and submit formally.

     

    ****

  • Initial Complaint

    Date:29/09/2022

    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.
    They charged me $100 more when using less power. Called to find out why and got hung up on by an agent that would not identify themselves. Then spoke with Judy who refused to allow me to speak to a supervisor/manager after keeping me on hold for 30 minutes. Issue was never resolved.

    Business Response

    Date: 14/10/2022

    Mr. ***** spoke with a supervisor on Sept 29th who provided him with possibilities for why he's power usage may have increased.  Mr. ***** denied those possibilities as he believed the issue is related to the smart meter that was installed on his property.  The supervisor explained that if there was an issue with the smart meter it would have been noticeable from the beginning as it was installed in April of 2021.  Mr. ***** still believed there was an issue with the smart meter so on Sept 29th a request was made to change out his smart meter and submit it for testing.  As Mr. ***** request was made during Nova Scotia Powers restoration efforts due to Hurricane Fiona the change out for his meter was delayed.  A technician visited Mr. ******* property on Oct 12th to change out the meter to which it is now awaiting testing in Nova Scotia Powers meter shop.  Testing will be completed over the next few weeks and Mr. ***** will be contacted regarding the results.

  • Initial Complaint

    Date:11/09/2022

    Type:Product 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 power bills are significantly higher since NSP installed a smart meter. It feels like I'm being scammed. I'd like my old meter back.

    Business Response

    Date: 16/09/2022

    Upon reviewing the account associated it would appear the customer has never contacted Nova Scotia Power regarding a high bill concern in all the time since the smart meter was installed.  I spoke with the customer briefly on Monday at which time he advised that he didn't have time to speak with me so we arranged a time to speak on Tuesday.  I followed up on the arranged call time on Tuesday but the customer didn't answer, I left a voicemail my direct contact number for him to call me back.  I called again today (Friday) to once again attempt to follow up with him but he didn't answer.  I left him another voicemail again providing my direct contact number as well as my email so that he can follow up with me at his convenience to discuss the issue if he wishes to.  I also provided the contact number for the Customer Care Center which is open 8am to 8pm Monday to Friday in case my working hours conflict with his.

Nova Scotia Power Inc. is NOT a BBB Accredited Business.

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