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:13/05/2025

  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.

  Provident reads the meter in my condo. My heating bills have been excessively high ( more than $500/ month for many months) and an employee from Provident came to my unit and diagnosed that “ we need our tech to reverse the temp sensor for the BTU fir this unit”. Months later they still have not followed through and my bills remain very high! I pay the bills so as not to have my electricity cut off but cannot continue to do so and require a refund for the difference between the accurate costs of my energy consumption and the faulty, unfair amounts I am being charged.

  Business Response

  Date: 15/05/2025

  Provident will provide a credit to the customer and work with ******** to make sure its on applied on bill
  It has also been communicated to the resident that suite access is still required to address any underlying technical issues. A representative from Provident will be in contact to arrange a suitable time for access.
  Provident apologizes for any inconvenience this situation may have caused and appreciates the resident’s understanding.

• Initial Complaint

  Date:13/05/2025

  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 moved out of my unit at the end of November 2024 and submitted my move-out notice and refund request to Provident in early November. Provident does not provide confirmation of submissions, but I saved a copy for my records. I was told my refund cheque would arrive within 4–6 weeks after the final bill, which was issued in December. Due to the ****** **** strike, I allowed extra time.
  By Week 13 with no cheque, I contacted Provident for an update, delivery tracking, and to confirm the mailing address. Three days later, I received a response that ignored my questions and asked me to send my address — suggesting the process had never started. After I complied, it took another 4 days for confirmation that my file was updated, and I was again told to wait 4–6 weeks.
  I replied that I had already waited over 14 weeks and asked them to prioritize my case and provide specific mailing dates or tracking. I was ignored for two more weeks. Only after I followed up again did they confirm the cheque was now marked “priority” — but no dates or tracking were shared.
  Another 1 1/2 wks passed with no update. I followed up 3 more times over another 7 days before receiving a vague apology and a note that a cheque had been issued and would be mailed Friday. I thanked them but flagged an issue: the refund was ~$51.85 less than what my records, final bill, and online account showed. I provided my calculations and asked for a breakdown in case there was an error. That message, like others before it, was ignored. A partial cheque arrived two days later — nearly a quarter-year late — but my follow-ups on the underpayment have gone unanswered for over five emails across two more weeks.
  My account/records show: $188.93
  Provident only delivered: $137.08 @ 21w
  To clarify: it took 21 weeks — almost half a year — to receive only part of my refund, despite Provident’s stated 4–6 week policy. We are now at 22 weeks and counting, with no response and no transparency regarding the remaining balance.

  Business Response

  Date: 15/05/2025

  We sincerely apologize for the inconvenience caused. It appears there was an issue with the application of credits to the customer's account, which led to a discrepancy when the deposit was refunded. Upon identifying the error, a member of our management team promptly contacted the customer to address the concern. The customer was issued the missing credit amount, along with an additional goodwill credit as a gesture of our commitment to making things right. We appreciate the customer's patience and understanding as we worked to resolve the matter.
  

• Initial Complaint

  Date:22/01/2025

  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.

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

  Business Response

  Date: 28/01/2025

  ******, we're sorry to see your review. Please be advised that as per our policy, refund cheques are typically issued 4-6 weeks after the due date of your final bill. This is because your deposit is applied to your final bill, and any remaining balance is refunded via cheque. In your case, your deposit was applied to your final two bills. Your final bill’s due date was December 2nd, and your refund cheque was printed on Wednesday, January 22nd, signed and mailed out on Monday January 27th. We apologize for the delay in receiving your cheque; the holiday season may have caused some delays in processing. Your cheque has been sent *** ****** **** and should arrive shortly.

  Customer Answer

  Date: 10/02/2025

  This company reported to you that a cheque was mailed to me and to date have not received any cheque spoke with them today and they said the cheque was mailed on January 24, ** ********* * **** *** ** ******** **** ** **** ********* *** ** ** * ** * ****** *** *** ******* *** *** **** ****** *** *** **** * *****

  Business Response

  Date: 20/02/2025

  *****, our office mailed out a cheque on the date originally provided. Our cheques are sent via ****** ****, and we do encourage you to wait to see if the cheque does arrive. Unfortunately, because these are sent by ****** ****, there can be delays in receiving this cheque. 

  Customer Answer

  Date: 20/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  To date I have still not received the cheque that was supposedly mailed on January 22 

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

  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/10/2024

  Type:Billing 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.

  I’m pleased to provide an update and to let you know that I received the refund in the mail from Provident Energy, and the issue is now resolved. I’m satisfied with the outcome.
  
  
  
  Thank you for your assistance!
  
  ***** again in June 2024 and again today, October 9, 2024, and each time I was told that the refund was on file and that it would be issued by check. However, it has now been six months to process the refund, and I have yet to receive the refund in the mail as was promised on three occasions.
  
  I am requesting your assistance in resolving this matter and ensuring that my refund is processed as promised and in a timely matter. Thank you for your attention to this issue.
  
  Sincerely,
  *****

  Business Response

  Date: 17/10/2024

  ***** and I spoke on the phone about the outstanding security deposit, advised her that I was going to have the cheque printed with the next batch and call her as soon as its signed to advise of the cheque issuing.