Customer ReviewsforBC Hydro

One star is generous!! BC Hydro estimated a manufacturing business account for more than ten months. Original July 2023 to April 2024. $14,000-$15,000/month estimated charges. The months prior to the estimation and after the estimation are around $3000/month less than the estimated ******** received. No one at BC Hydro has been able to address this complaint. They replied that the estimation is based off the previous year's consumption. They continually give "BC Hydro" policy information instead of someone actually being responsible to understand and correct this discrepancy. Why would it not be made more of a priority for this large estimated billing meter be repaired more timely? BC Hydro repair team is located within one hour of this manufacturing operation. BC Hydro started estimating in July 2023 and changed the meter in January 2024. Continued to estimate and adjust invoices going back to May 2023 up to and including April 2024 in May 2024. The estimated amounts average $14,324.84 (11 months estimation numbers) and $15,757.32 (ten months) The billing amounts prior to the estimation were $10,-12,000/month and the billing after the estimated ******** are $10-12,000/month. This is obvious over charging due to the over estimation of $3,000/month for 11 months. That would be around $30-33,000 over charged due to the estimation calculations!! Please someone explain this discrepancy. Absolutely unacceptable and no where to turn to, to have this reviewed and dealt with accordingly.

We acknowledge and respond to the Better Business Bureau for the customer regarding their estimated billing. We have spoken with the customer and resolved their billing concerns. We trust we have addressed the concerns raised by the customer to the **********************.

We are currently looking to get a home connected with BC Hydro. After about 2.5 weeks with messages and an email and multiple calls to ExpressConnect we finally got a voicemail from them. This is extremely subpar for a province wide company. Businesses like this in an open marketplace would be bankrupt in short order. All we want is decent service despite the fact that we have to accept their billing without competition. Hoping they will make an effort to rectify this and we can move on.

We acknowledge and respond to the Better Business Bureaus case for the customer regarding their concerns about a service connection. We have spoken with the customer to discuss their concerns and provided them with the appropriate contact information.We trust we have addressed the concerns raised by the customer to the **********************.

I would give zero stars if possible. Someone put in an online request to move into my address and without even checking with me closed my account. Like how ******* stupid does a company have to be to not check with the original account holder first. Then they said someone will be calling in a few days to confirm Im not moving out, like I just ****** well told them Im not moving out, why the follow up call? Could they just take my word for it that Im not moving out? Bunch of clowns

We acknowledge and respond to the Better Business Bureaus case for the customer regarding their concerns about the Free Air Conditioner (AC) program. As indicated on our website, the Free AC Program is designed for income qualified households and individuals referred by regional health authority programs. This program includes one portable AC unit per household, and is meant for small, closed-in areas to help create a safe cooling space during extreme heat events. Due to the large volume of applicants at this time, wait times are quoted longer than in the cooler months of the year. We can confirm that this customers application was processed within the ***** business daytime frame that was quoted to them after they had uploaded necessary documents to their application. We trust we have addressed the concerns raised by the customer to the **********************.

Please disregard the above response and see the below response as pertains to the customer. We acknowledge and respond to the Better Business Bureaus case for the customer regarding their concerns about their account.Based on our review of this customers account, it appears there was a processed move in transaction by another customer at the same address. This move in was completed online and not through a contact centre representative. BC Hydro does not contact account holders to advise their account has been taken over by a new customer. However, we do notify our customers on their final invoice that the account has closed and to contact us if it has been done in error. There is also a courtesy phone call that is initiated to advise the customer their account has been taken over by another customer. We attempted to contact this customer and left a voicemail to advise that we have reversed the move out transaction and that their account has now been reinstated. We trust we have addressed the concerns raised by the customer to the **********************.

**. Hydro, has been offering in "Bad Faith" a program to supply Free Air Conditioners to ********** residents. I believe that this "Bad Faith" offer borders on Fraud and that the public should be informed. Please refer to the offer link below for information, with a detailed chronology to follow. ******************************************************************************************************************************************** Firstly, a BC Hydro representative submitted the paperwork for me and Attached it to the WAITING QUEUE. At this point I was told 5-7 days for a decision. Eight days later, having received no word I called back and was told by another **** that I was still not properly Attached to the WAITING QUEUE. They told me to give it ***** more days. Ten days later I called back only to be told that I had not actually been Attached yet again. Eventually I spoke to the head of the *********** who Attached my file and told me to wait ***** more days. Over a month later I am finally contacted by BC Hydro who emails my acceptance. I was then called by ***************** who says a second 3rd party company "*********" will do the installation Friday August 2nd. At this time I am provided with an email which ONLY NOW spells out the most important restriction. At this point I have been approved BUT apparently they can ONLY SUPPLY air conditioners to accommodate 150sq ft.. If this key restriction had been mentioned at the start I certainly would not have wasted my time or theirs by applying, as I am sure many others would not have either. Hopefully it is now evident that the BC Hydro Free Air Conditioner offer is in the best analysis being offered to the public in "Bad Faith" or possibly even Fraudulently. I hope that your organization can inform the public about this government farce. Thanks for your time and attention to this important matter.

We acknowledge and respond to the Better Business Bureaus case for the customer regarding their concerns about the Free Air Conditioner (AC) program. As indicated on our website, the Free AC Program is designed for income qualified households and individuals referred by regional health authority programs. This program includes one portable AC unit per household, and is meant for small, closed-in areas to help create a safe cooling space during extreme heat events. Due to the large volume of applicants at this time, wait times are quoted longer than in the cooler months of the year. We can confirm that this customers application was processed within the ***** business daytime frame that was quoted to them after they had uploaded necessary documents to their application. We trust we have addressed the concerns raised by the customer to the **********************.

Never done this before, but today I am at my limit, ready to spit nails. I was on the phone to BC Hydro for 48mins. and 15secs. on HOLD. I had the speaker on so I could do other things. I was finally answered and I could not understand what the person was saying. The only thing I heard was please take the phone off speaker which I did. I said calmly (I WAS TOLD THE CALL WAS RECORDED IN THE BEGINNING AND ANY OFFENSIVE LANGUAGE OR RUDENESS WOULD NOT BE TOLERATED, as usual, AND THEY COULD END THE CALL AT ANY TIME, the usual threat) I cannot understand what you are saying. He repeated himself, I said I still dont understand what you are asking, what are you asking me. I believe I said this three times and *** ! the phone went dead, the person hung up on me. I am furious. I have been on the phone all day trying to deal with my 96 year old fathers affairs as he has dementia. I have had to hold with each call, but never got that kind of service from anyone I have ever called !! I am 68 years old and I was taught to never be rude. This PERSON HAD THE POWER to do this to me. It is outrageous.I want to call/email someone from BC Hydro and NOT be put on hold and have someone of authority go to the recording and find out just what happened in the 1 minute I was on the phone with him. Of course they say their name and I did not even understand that !Is there anything you can suggest I do, NOW !

We acknowledge and respond to the BBB's case for the customer regarding the experience they had when calling BC Hydros care centre. We apologise for the long wait time to speak with a representative. We have recently modernized our technology to improve reliability and offer new features to our customers, including chat. The new platform includes voice recognition to understand customers reasons for calling, to better route calls, and to reduce the number of steps required to reach an agent. This was a necessary upgrade in order to modernize our system. While we do answer the majority of our calls within 60 seconds, we regrettably havent met that target recently due to exceptionally high call volumes. We are aware of this issue and are making changes as quickly as possible to address the wait times. With respect to the representative hanging up on the customer, we reviewed the call and coached individual to ensure this doesn't occur in the future.On August 1, 2024, a member of our Customer Advocacy team called the customer and left a voicemail. On August 6, 2024, the customer called back and left a voicemail explaining that they received the support they required at one of our in-person locations and their concerns have been resolved. We trust that the information provided addresses the concerns raised to the Better Business Bureau.

Dont call on a Saturday! You think youre in luck because there are no wait times, but the customer service rep I spoke with made an error and totally changed up the name on the account. Called on a weekday to rectify this and got hung up twice! (Their automated system is the worst). Waited another 40 mins just to be told we have to go through some security measures when it was their fault in the first place. Wasted 2 hrs+ I cant get back for their mistake and how I have to do extra work to get it fixed.

We acknowledge and respond to the BBBs case for the customer regarding their concerns about the service they experienced with us.

We sincerely apologise for the frustrations this customer experienced. with us.  We would like to assist this customer, however we do not have enough information to identify their account. Weve emailed the customer, but  unfortunately we have not yet heard back from them.

We encourage this customer to contact our Customer Advocacy team at **************.

We trust we have addressed the concerns raised to the BBB.

Can't keep the power on in Salmon Arm, BC Time for penalties/rebates

We acknowledge and respond to the BBBs case for the customer regarding their concerns with the frequency of outages in their area. Providing our customers with safe and reliable ********************** is a top priority, however, we cannot guarantee an uninterrupted supply of electricity. Despite our best efforts, the recent power outages experienced by the customer are due to factors beyond our control, such as a fire, motor vehicle accident, and equipment failure. We recognize the inconvenience power interruptions can have on our customers and are always exploring ways to minimize their impact.If the customer has any further questions or concerns, we encourage them to contact **************** at **************.We trust this response addresses the concerns raised to the BBB.

I hate that you still don't send me mail I hate mentos that hangs up on me I hate no real person on the phone I hate your robot customer service I hate that I can not pay a bill because you have made it so impossible to make a payment .. I need a bill to make a payment but I don't get a bill and if I do it by credit card I get cut off .. do better hire people and staff your to cheap !!!!!!!!!!!!!!

We acknowledge and respond to the BBBs case for the customer regarding their concerns with their bill format, payment options, and the customer service interactive voice response system. We have recently modernized our contact centre technology platform to improve reliability and offer new features to our customers. The new platform includes voice recognition to understand customers reasons for calling, to better route calls to agents and reduce the number of steps required to reach an agent. We recognize the system is not yet perfect and we are closely monitoring it and using data and customer feedback to identify opportunities for improvements. Nonetheless, the customer did speak to a live representative when calling into our contact centre on May 29, 2024 . In regard to billing, the customer has access to view their invoices online and is also setup to receive paper invoices via mail. Furthermore, BC Hydro offers several options for customers to pay their bill such as online banking, MyHydro, pre-authorized payment plan, credit card via Paymentus, at select Service BC locations, by cheque via mail, and in-person via direct debit. If the customer has any further questions or concerns regarding their account, we encourage them to contact Customer Advocacy at **************.We trust this response addresses the concerns raised to the BBB.

Thank you to a very nice woman from BC Hydro who called me and resolved all my frustrations. I do very much appreciate that they respond to concerns. Thank you

We are happy to hear that we helped to resolve your issues.

Awful online service. I have spent hours simply trying to move my service to a new location. Also very confusing knowing how to pay a bill at an address I have moved from.

We acknowledge and respond to the BBBs case for the customer regarding the experience they had trying to move a service.The customer attempted to set up services for their new address with the start date of February 27, 2024, however the previous occupant closed their service for February 28, 2024. Only one person can be responsible for an address at one time, so our online system recommended the customer call our customer care centre. The customer attempted to call but hung up due to long wait times. We would like to extend our apologies; BC Hydro is implementing a new system which has resulted in temporary high wait times. A member of our Customer Advocacy team called the customer on February 26, 2024, explained the new system, and wait times, and successfully moved the customer in to their new location. We trust that the information provided addresses the concerns raised to the Better Business Bureau.