Complaints
This profile includes complaints for Enbridge Gas Ohio's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 130 total complaints in the last 3 years.
- 54 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/03/2025
Type: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 was left a threatening voicemail from enbridge about how I have to make an appointment to get my gas meter replaced and that if I did not make an appointment my gas would be shut off. I made appointment on a Saturday since I work Monday-Friday. It was not approved. Rescheduled appointment so that someone could be here to let them in to turn off gas and turn it back on. Day of appointment enbridge worker did not enter residence at all. I do not know if they even replaced meter because I was told multiple times enbridge worker had to enter residence. I have now been charged $91.82 and $92.85 for gas with a basic service charge of $45.70/month
Business Response
Date: 02/04/2025
********************************************
12:15 PM (20 minutes ago)
to me
Hello,
Upon arrival on 1-22-25 the technician determined that the meter did not need to be changed. The technician was able to replace the AMR (automated meter reading) device which did not require the gas service to be turned off. The replacement also did not require access inside of the property since the meter is outside.
There are no billing adjustments needed for the charges in the amount of $91.82 (12-26-24 bill) and $92.85 (1-24-25 bill). The previous estimated meter readings were in line based on the actual meter reading obtained on 1-22-25.
Regarding the basic service charge of $45.70/month:
The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the bill. This is an approved charge from the PUCO. If there is a 30-day bill or a 1-day bill, the full basic service charge will be on the bill.
The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs. Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities.
Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Rider.
The Basic Service Charge is not prorated.
On 2-4-25 I called ******** ********* *o discuss the above. There was no answer; a message was left on her voicemail.
Customer Answer
Date: 02/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]it is unacceptable that it took a report to the BBB for them to explain to me why my meter was not replaced considering the threatening of turning off my gas. I do not accept this explanation and request that a the service fee be taken off my bills with the fact that prior to the meter replacement (that was not needed) then did not inspect meter nor aware of the type of meter I had. I will continue to call and file complaints simply over the fact that enbridge was unaware of meter to begin with. A service charge for what? Lack of communication, lack of knowledge and complete disregard of human rights. It is illegal to threaten to turn off someone’s gas from November to April. It is a law. And I didn’t answer because I am a healthcare worker and taking care of patients.
Regards,
******** *********
Business Response
Date: 02/05/2025
Business emailed response to the BBB:
A business decision was made to add a $50.00 credit to the account since she was not advised that the meter change was no longer required after the technician replaced the AMR. This adjustment reduced the account balance to $42.85.
On 2-5-25 I called to discuss the above. There was no answer; a message was left on her voicemail.
Thank You,Initial Complaint
Date:01/30/2025
Type: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.
Good afternoon,
We need a confirmation letter that for the following property and apartments there was no active service under any name, no open accounts for this year.
For property on **** * *** ** ********* ** ***** ********* * - No open accounts for the year 2024
Apartment 2 - No open accounts for the year 2024
Apartment 3 - No open accounts for the year 2024
Apartment 4 - No open accounts for the year 2024
Please confirm the following information.
Thank youBusiness Response
Date: 02/04/2025
Email received by BBB Staff:
According to our records, there has been no active service at the service addresses in the year of 2024. Service order records must be requested via subpoena.
The last date of service for **** * *** ** ********* ** ***** Apartment 1 was 6/6/23.
The last date of service for **** * *** ** ********* ** ***** Apartment 2 was 6/6/23.
The last date of service for **** * *** ** ********* ** ***** Apartment 3 was 1/12/22.
The last date of service for **** * *** ** ********* ** ***** ********* ** was 6/6/23.Customer Answer
Date: 02/04/2025
Better Business Bureau:
I would like to know who at Enbridge Gas Ohio is sending the following information, contact information.Thank you
Business Response
Date: 02/05/2025
********************************************
Tue, Feb 4, 5:07 PM (15 hours ago)
to Better
Hello,
The customer is in correspondence with our Customer Relations team which is an extension of the executive office.
To reach our department, please contact customer service at ***************
Angie
Customer Relations
Enbridge Gas Ohio
Business Response
Date: 02/05/2025
********************************************
**** *** ** **** ** *** ***** ****
** ******
******
The customer is in correspondence with our Customer Relations team which is an extension of the executive office.
1-800-362-7557.
Angie
Customer Relations
Enbridge Gas Ohio
Initial Complaint
Date:01/27/2025
Type: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 called and asked for service to be transferred into my name on December 2nd. It was never disclosed to me that they would not do an actual meter reading upon transfer of service. I received a bill with an estimated reading done on December 13th. After I received that bill I called and expressed my concern that there wasn't an actual reading done when I got service transferred into my name. I requested an actual read and the representative set up an actual read to occur on January 6th and stated that I would not incur any charges for estimated usage. Therefore I was expecting to receive a new bill for any usage above and beyond the actual reading made on January 6th. I then received a new bill and see that they didn't credit me for estimated usage prior to January 6th and called again to try to rectify the situation. The representative discussed the situation with a supervisor by the name of Fred, for which they admitted the previous representative I spoke to did say that I would be credited for the estimated usage prior to my first actual read on January 6th. The representative then stated that they will not make an adjustment to my bill and that this will be a "coaching opportunity" for the representative that told me that I wouldn't be charged for the previous estimated bill. I feel I should only be responsible for actual usage that can only be accurately determined from the date of the first actual read since service was placed in my name. The gas company said that they don't do an actual read when service is transferred; however that was never disclosed to me when I asked for service to be transferred into my name. Furthermore the representative I spoke to after receiving my first bill confirmed twice that I would not be billed for any estimated usage and that I would only start accruing usage starting with the actual read done on January 6th. They also stated that all calls are recorded.Business Response
Date: 01/29/2025
Response received via email
Weather permitting Enbridge Gas Ohio (EG0) reads the meters each month on a regular meter read route. When gas is on and a transfer is requested between the regular meter reading dates an estimated read is usually used to transfer service to the new party.
*** ****** contacted EGO in November and requested to start service at ***** ***** ** as of 12/1/24. He was advised on the call that an estimate would be used for the transfer.
*** *****r contacted EGO and requested an actual read after receiving his first bill. An appointment was scheduled for 1/6/25. *** ****** was advised if the actual read was lower than the estimated read the billing would be corrected. The actual read was higher and no adjustment was made.
I manually recalculated the estimated start read based on the actual reads obtained on 11/15/24 and 1/6/25 and rebilled the account with a corrected estimated start read.
I spoke with *** ****** on 1/28/25 and reviewed the above. He was satisfied with the corrected start read.
Initial Complaint
Date:01/20/2025
Type: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 enrolled with a new gas provider in November of 2024. This contract states an effective date of November/2024. However, Enbridge Gas allows themselves 30 days to process a new supplier order. As such, my December gas bill still had the old supplier resulting in a $83.84 increase.
My issue for reporting is based on Enbridge Gas not following their terms of service after I called to voice concern. They would not allow me to file a dispute seeking resolution. I talked to multiple agents and finally a supervisor said they'd file my dispute. However, the supervisor did not actually file a dispute. I received no follow up or documentation supporting my concern. I should be afforded all options to resolve a dispute, including arbitration if that's what the Enbridge Gas allows. The fact they would not even allow me to file a dispute is wrong.Business Response
Date: 01/22/2025
Response received via email by BBB Staff:
On 11-13-24 the supplier, New Wave Energy, submitted an enrollment with an effective date of 12-11-24. Enbridge Gas Ohio issued an ****** ****** confirmation letter to this customer on 11-13-24.
Supplier changes take 1-2 billing cycles; the company cannot change a rate in the middle of a billing cycle.
No adjustments will be made on the account.
On 1-21-25 I called this customer to discuss the above. There was no answer; a message was left on the customer’s voicemail along with the direct phone number to reach me in Customer Relations.
Customer Answer
Date: 01/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My concern is not being provided an option to escalate this decision. Nothing in my contract with Enbridge speaks to it taking one to two business cycles. I want to know how to formally dispute this business practice, including steps for arbitration.
Regards,
***** ********
Business Response
Date: 01/24/2025
Response received via email to BBB Staff
Enbridge Gas Ohio is regulated by the Public Utilities Commission of Ohio (PUCO). All customers have the option of escalating their concerns through the PUCO.
On 1-23-25 I called *** ******** to provide him with the contact information for the PUCO. There was no answer. A message was left on his voicemail.
Please see attached the PUCO contact information that is listed on each billing statement.
Customer Answer
Date: 01/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I’m not willing to close this matter since the information provided was for resolution with a third party. I have asked for and still not received what the process is for arbitration within the company itself. The response includes information that is not true and I will not validate it. No such call or voicemail was made or received on the date provided. The agent is either outright lying or has inaccurate information. My phone number on my account when I login to Enbridge is correct so I must assume the ladder.
Regards,
***** ********
Initial Complaint
Date:01/06/2025
Type: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.
Yes on December 27 2024. I mailed a money order at post office for 69'53. Don't know why they did not get money order yet it's not been cashed yet. I don't Wana get a late charge been long time customer with Dominion tooBusiness Response
Date: 01/08/2025
To: Better Business Bureau <[email protected]>
***** *******
Payments can be submitted to the company via phone using the IVR system, online via Manage Your Account, or at an authorized payment location. The company does not have the ability to track any payments that were mailed via USPS.
According to our records, the payment of $69.53 has not been received.
There will be no late payment charge assessed due to the credit balance on *** ****’s account.
On 1/7/2025, I contacted *** **** to advise of the finding above. He stated he was able to obtain tracking information from USPS which shows the payment was received the same day. I advised *** **** to allow a few business days for the payment to reflect on his account.
Niyana S.
Customer Relations
1-888-263-8989
Enbridge Gas OhioInitial Complaint
Date:01/06/2025
Type: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 have been paying for someone else’s service for the past few months. I moved out in March 27, 2024. My gas at that time was paid for by the State of Ohio. Before I moved in March, I sent a letter to Do inion cancelling my account. They never responded. I sent another message to Dominion reminding them about this move and cancellation, again I never got a response. Then I heard from you telling me you’re now Enbridge and started sending me bills. I live in Parma Hts in a Senior building, in which my utilities are paid for in my rent. You have someone going to disconnect **** ****** ***** *** ***** ********** **** ***** from service. I don’t know if anyone moved into that apt since I moved. But, if there is someone living there, I’m tired of paying their gas!! By continuing to pay their gas, you’re taking away from my needed funds per month!! My current address is **** ** ****** *** ***** *** **** ****** Requesting a full refund.
I’ll be sending a copy of this message to the BBB of Cleveland today. No more payments will be made.Business Response
Date: 01/08/2025
To: Better Business Bureau <[email protected]>
Hello *******
The company received a few emails from *** ***** requesting to end service as she moved out on 3/7/2024 and her bill has been paid in full. Responses have been sent back to *** ***** advising we are unable to schedule service orders via email. These requests can be scheduled by calling into customer service or online via Manage Your Account.
On 8/28/2024, *** ***** contacted the company stating she sent a letter to stop service in her name. The agent advised *** ***** she did not call in to cancel service which is why the billing continued and that she would be responsible for the charges. A turn off order was not scheduled during this call which caused billing to continue.Customer Answer
Date: 01/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* *****
A lot of my files for Covid and for after surgery, at last I was able to check, are on my laptop, which has been down, awaiting to fix issues I have with it. The State paid my bill for some time, ending March 2024. After which I sent a letter to Dominion asking for a disconnect. I didn’t hear back from them regarding the disconnect.
If someone moved into my old apt ***** ****** ***** *** **** they should be paying. I’m no longer living there and shouldn’t be paying for something I’m not using.
Enbridge recently called, but I’m awaiting for a new phone, which is soon.
Business Response
Date: 01/10/2025
Emailed to BBB Staff
To: Better Business Bureau <[email protected]>
Hello,
According to our records, the company has been in receipt of *** ****l’s email inquiries which have all been responded to. *** ***** has been advised in each response that the company is unable to process any service order request via email and that she needed to contact customer service to process a stop service request or process the request online via Manage Your Account.
*** ***** did not contact the company until 8/28/2024 and would be responsible for service through that date. The account adjustments have already been completed to reflect this date.
As a result of the adjustment, a refund check was issued on 1/8/2025 to *** ****l’s mailing address.
Customer Relations
1-888-263-8989
Enbridge Gas OhioCustomer Answer
Date: 01/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* *****
I said I contacted Dominion in April, since my bills were paid for by the State. When they completed payments, I notified them that I would like to cancel my account, asking them for information on how to disconnect service. Received no response.
when Enbridge started sending me bills for an apartment I no longer live in, only response I received was to tell me no disconnect can be done online. They kept asking me for old address instead of new one. If they sent a refund, then it went to old address. It’s unknown who has the refund. But I won’t be making any more payments to Enbridge for an apartment I don’t live in and haven’t since March 27, 2024.
Business Response
Date: 01/14/2025
Email received by BBB Staff
***** ******************************************** **********************************************
Date: Mon, Jan 13, 2025 at 2:30 PM
Subject: RE: You have a new message from the BBB serving Greater Cleveland regarding complaint #********.
To: Better Business Bureau <[email protected]>
Hello,
Upon receipt of the original complaint, the mailing address was updated. The refund check was mailed to *** ****l’s current address and not the address she is disputing.
Customer RelationsCustomer Answer
Date: 01/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* *****
Enbridge sent a refund check for $77. I paid close to $200 after the State paid my account for Dominion. I moved out of 4211 Fulton Pkwy, in March 2024. If Dominion had responded to my emails about what to do to disconnect service this situation would not have come to me contacting the BBB bureau. I would not have to pay for gas I wasn’t using. I sent copies of 4 bills, in my email because I’m unable to send them thru complaint.
Business Response
Date: 01/24/2025
Email received by BBB
If a customer moves or plans to move, they have the responsibility to notify Enbridge Gas Ohio at least five business days before their moving date. Customers also have the responsibility of giving the company access to their meter for a final reading and shut-off. If these things do not take place, customers may have to pay for service consumed at their old address even after they move.
As a one-time courtesy, the account has been adjusted to March 2024. A new final bill has been mailed to *** ***** to reflect the adjustments.
As a result, the total credit balance for this account was $363.92. However, a portion of this credit balance was already refunded in the amount of $77.36. A new refund check has been issued to *** ***** in the amount of $286.56.Business Response
Date: 01/24/2025
Response emailed to BBB
If a customer moves or plans to move, they have the responsibility to notify Enbridge Gas Ohio at least five business days before their moving date. Customers also have the responsibility of giving the company access to their meter for a final reading and shut-off. If these things do not take place, customers may have to pay for service consumed at their old address even after they move.
As a one-time courtesy, the account has been adjusted to March 2024. A new final bill has been mailed to *** ***** to reflect the adjustments.
As a result, the total credit balance for this account was $363.92. However, a portion of this credit balance was already refunded in the amount of $77.36. A new refund check has been issued to *** ***** in the amount of $286.56.Customer Answer
Date: 01/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
******* *****
I will be awaiting refund.
as I stated earlier, had Dominion had responded to my request, I would not have to contact the BBB. Again, I will await refund. If not I will recontact the BBB.Initial Complaint
Date:12/21/2024
Type: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.
We are not able to pay our Gas bill. The problem started with the change over to ENBRIDGE GAS OHIO. We never had a problem with DOMINION. Now with the same account numbers, same bank, same payment method nothing works. Enbridge & I talk, but nothing is ever settled. I don't have a December BILL. They were supposed to send one so I can pay through my Bank. Yet, they will threaten to shut off the gas!! I know We must owe over $200. BUT I can not pay.Business Response
Date: 12/23/2024
Emailed received
Ms. ****** attempted to pay online through our website and entered her banking information incorrectly. The payment was returned as unable to locate.
I spoke with her 12/23/24 and confirmed her most recent payment to bring her account current is pending and will post today. She has my contact information and will follow up with me if she has any further issues processing her payments.Initial Complaint
Date:12/19/2024
Type: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.
For the last 7 months I have been paying my gas bill online, my balance reflects 0 owed and that my payments have been accepted, yesterday 12/18/2024 I received a bill in the mail stating I owe over $1,000.00. I have no idea why my online account reflects differently. .Business Response
Date: 12/23/2024
Hello ******,
***** ****** is not the party of record for this premise.
According to our records, the account is enrolled on autopay and the customer is also scheduling separate payments from the same account on file. All payments submitted recently have been returned as “Refer to Maker.” As a result, the balance has accrued and still needs to be satisfied.
The account balance is $1,124.76 which includes the current charges of $154.27 and the past due balance of $970.49.
On 12/19/2024, I contacted the account holder to receive permission to discuss the account findings with ***** ******* I advised her of the information above and referred her to the bank institution to determine why the funds are not being released.
***** ****** is aware that the account is on autopay, and she does not need to submit separate payments. Each bill prepared will reflect the amount and date the payment will be drafted.
Thank You,
Customer Relations
Enbridge Gas Ohio
(Formerly Dominion Energy Ohio)
Safety. Integrity. Respect. Inclusion. High Performance.
Initial Complaint
Date:12/10/2024
Type: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've been having problems getting my billing in order with this company since transacting from Dominion to Enbridge back in June or July of this year. I was previously paying thru my bank online and the trouble started when Enbridge changed my account number. When trying to resubmit under new number the bank sent out my payment. Sometime later, not sure when, I received notice that my account was late. I had called the company to rectify this to pay by phone and was able to set up autopay which I paid @ month's arrears to some outfit called paymetus and was charged for the service on top of the late bill amount( Oct 8th). November comes around and I got no bill. I had previously told the company by phone to take me off the autopay and send me a paper bill by mail (8 weeks ago) and never got a bill. In the meantime I went ahead and tried to set up online payments on their website and it kept repeating itself as if I just got on. I know the check acct and routing numbers are correct as they were used in a previous transaction with them earlier. I printed off a bill and sent it by mail with a paper check mailed on Nov. 29 and bank has not yet posted. I today called Enbridge billing at 800-362-7557 to once again address this problem and was no help. I then called PUCO 800-686-7826 and that resulted in a non existing number tone. I then called the Ohio Consumers Council 877-742-5622 and was referred back to the PUCO number that toned me out.
I am at an end where I am very confused with whether I did something incorrectly or if this company is totally inept in their business affairs. My bigger concern besides getting hit with a whopping big bill in the future, is having my gas shut off for non payment when I feel that the fault comes from their side and I shouldn't suffer as a result. I suppose the next step I take should be to contact an attorney on my own and see if he can settle this.Business Response
Date: 12/11/2024
Email response received by BBB Staff
*** ******’s gas service was off 23 days due to a house line leak he had in July. His account was closed to stop billing. When he completed repairs gas was restored and a new account created. On his previous account *** ****** was enrolled in Autopay. Autopay does not automatically transfer to a new account and a customer must reenroll.
I spoke with *** ****** on 12/10/24 and removed his account from ebill as he requested. He will get bills through the USPS going forward. He stated he mailed a check on 11/29/24 that has not been received yet. I advised him to contact his bank if the payment has not been received within the next week. I have waived the two late fees he received as a courtesy and offered to assist him in reenrolling in Autopay. He will call back should he decide to reenroll. He is satisfied with the resolution and has my contact information should he need further assistance.
Thank you,
Jennifer M
Customer Relations
1-888-263-8989Initial Complaint
Date:12/10/2024
Type: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.
On 10/31/24, I was informed the house I rent at was purchased by a new owner. Within the first two weeks of new ownership, James Family Enterprises (my landlord), who should receive their own BBB reporting for the amount of issues they've caused me as a tenant within the first 2 weeks of their ownership, were "unaware of which side of the house" I lived on. They called Enbridge w/o my knowing, switched gas service into their business name, and later informed me that they screwed up the accounts and asked me to fix it for them (??). I spent an hour and a half of my morning as the go-between the gas company and my moronic landlord putting the gas account back into my name. While on the phone with Enbridge, I explained what the landlord did and they informed me they would have to make a new account because they could not put the account BACK into my name (why they could switch it out in the first place, though, is beyond me). I paid what was considered my "last bill" on the old account (prior to my landlord's dumbassery) on 11/25/24, only to find that I had another bill on the new account for 12/2/24 -- one week after I just paid the service and usage charges from the old account.
I called Enbridge and explained the situation again: my landlord made the mistake and that's why there's a new account. There wasn't a discontinuation of service, they just had to create a work-around because of the way Enbridge handles account name changes. They insisted I pay, so I asked for it to be reviewed by their supervisor. The customer service rep requested I call back in a few days to learn of the resolution. I called back today and had to explain the situation for the 3rd time to a different rep, I asked to talk to her supervisor, she said they couldn't credit the account, speak to my landlord (who made the mistake), or alter my billing cycle so I'm not paying the same service charge twice within a week. I offered workable solutions and they just want to sweep it under the rug.Business Response
Date: 12/12/2024
Response received by BBB Staff via email
A new party contacted Enbridge on 11/5/2024 to request service at the address provided. The company will proceed with any customer who contacts the company to take responsibility of service.
On 11/7/2024, **** ****** contacted the company stating services were transferred out of his name in error. The agent placed services back into his name as of that date which created a new account number.
An actual meter read was obtained on 11/14/2024 which prepared a bill for seven days. This bill totaled $45.05 and included a Basic Service Charge.
**** ****** satisfied the payment on 12/10/2024. Due to his previous account being final, a business decision was made to credit the account $45.05.
On 12/12/2024, I contacted **** ****** to advise of the findings above.
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