Enbridge Energy

From the inception, making the appointment, to the completion of the job we were treated with the type of customer care that should be standard for any company. I would certainly recommend their service to my friends and relatives.

Very much like the plumming and sewerage plan. Save money. They have a great service and there when the service is required. Have a very good response time. Would highly recommend them to anyone for their savings and services.

I want to complain about a serious problem I have with Enbridge.

On or around November 19, I found an Enbridge tag on my door and was informed by your customer service reps that I had to cut down my Bridal Wreath bush so that your technicians could reset my gas meter. I did that and forgot about it.

I leave the house around 7:15 am each morning as I have a fulltime job from 8:45 to 4:45 and then a part-time job from 5:30 to 8:30 pm. I arrive back home around 10 pm.

No one is in the house during the day.

On December 24, I found that my house temperature had dropped to around 10 degrees and contacted HVAC technician. Heat was restored and I got to work around 11 am.. Invoice $187.

On January 4, I again experienced a loss of heat and contacted HVAC technician, and heat was restored, but my manager told me to take the day off as I would only get into work in the afternoon. Invoice $124.

Yesterday around 10 pm I got home, and found an Enbridge tag with a tick beside unlock gas meter attached to my front door. When I got inside the temperature was 10 degrees. I called HVAC technician and complained that they had not fixed the situation.. They sent out a serviceman.

I then phoned Enbridge and was told that they had turned off my gas. I was quite upset since I had not been informed of this prior to the event by letter, call or email. I was told that legally Enbridge had the right to cut off my gas(though my bills are all up to date). I told your rep to not do anymore work on the house without informing me first.

I wondered why anyone would start work on the gas meter at 3 pm on a weekday when there is a good chance that no one is home in the house(obviously no one had knocked on the door first) and there was a good chance the gas would have to be turned off for safety reasons during the coldest day of the year. And the householder would return home only late.

I do have turtles in the house and a couple of cats. My Thai fighting fish died last year when the house lost heat..

Also, I was even more upset that when your rep mentioned that while your technicians were replacing the nipples and elbows on the gas meter this action could have interfered with my access to my gas line earlier(and led to work by HVAC technicians).

Also, HVAC technicians turned on my pilot light in the furnace this early morning, but the gas water heater that I own has not had the pilot light turned on and I cannot get any hot water. I need your technicians to come to my house and turn on my hot water heater pilot light(hopefully at a mutually convenient time). I can’t afford to lose anymore time off work.

I also paid HVAC technicians this morning $190 to come and inspect the premises and they turned on the gas. I was very upset.

I do want to be compensated for $124 and $187 if Enbridge unannounced activity interfered with my access to heat, and cost me money and loss of time at work.

Enbridge does our annual cleaning and maintenance of our Furnace and,Air conditioner and duct cleaning since we moved to our current home in 2005. We find them to be very helpful in the scheduling of these appointmenrts and the service itself is quite good and profesional in nature.

Always willing to listen and go the extra mile, prompt service and very friendly on the phone, always get back to you when you have a question. Customer service is always there number one concern

Arrived home to find that the furnace was squealing loudly and heat was limited. I tried lubricating the fan bearings, but it didn't help so I called Enbridge as I had a service contract with them.
After nearly an hour on the phone listening to a repeated recording about “how important my call was to Enbridge” the call was cut off.
Another hour on the phone and finally talked to someone who told me that they would have a technician at my house between 12 and 5 the following day. They told me that they only came out immediately for no heat calls.
Took the afternoon off work and listened to the sound going on and on. Phoned Enbridge at 5:00 (45 minutes waiting) and asked where the technician was. They told me that they were very busy and would get to me when able. The twit finally rolled in after 8:30, told me I shouldn't be calling to see where he was, went downstairs to the furnace and then walked out saying “I don't have the parts for your furnace. They will have to be ordered”
Called Enbridge yet again – the usual wait - and was told that they would have to have someone else out tomorrow. By this point the noise was so loud we couldn't sleep so I turned off the furnace and tried to make sure the kids were warm enough with baseboards. It didn't work due to the cold snap so on the phone to Enbridge again.
Another tech and this one just turned on the heat and told me that the fan shaft was worn through due to the bearings wearing out. He said he had the bearings and a shaft, but the shaft was too long and he couldn't cut it. I offered to loan a hack saw or even to cut it myself. He told me that they didn't do that as the shafts were balanced and left.
By this point we needed the heat so badly I called an emergency service and paid to have the furnace repaired. It took about 45 minutes for the technician to arrive, he tossed in two bearings and cut a shaft to fit in about 15 minutes. When I asked about the “balanced shaft” the other technician had described he told me that it was standard steel rod and there was no balancing required. The entire process cost me less than one year of Enbridge's contract.
Canceled the "service" contract and when it was time buy a new furnace I stayed far away from Enbridge. Looking to replace my air now, again not from Enbridge.
Now if there was only some way to buy natural gas so that Enbridge didn't handle it.
Oh yeah, almost forgot. Enbridge's service people - Fletcher I think - called me 10 days later to make an appointment as the parts had finally arrived. I have to confess I wasn't very polite.

Came home one night and the house was frigid...realised the furnace wasn't working. It was a -13 C night. Called enbridge and asked for their earliest appointment. Called Tuesday night...earliest appointment was Thursday. When I added in the fact that I had a baby in the house and if there was any way to expedite....the repsonse was, no we have no policy for that. Now when you read this...picture the sotry and then add in - the person on the phones RUDE - and I had to wait 40 minutes for her!

I almost canceled this service from our gas bill but I didn't get around to it. It was a good thing I didn't. The pump on our water heater started to go so I called them. They sent a service rep with one business day with a new pump. No questions asked.

Enbridge provide excellent service to me & recommend the right size of ac unit & explain the energy concepts of savings.They would look at the size of your house & they do a very neat & tidy job

My furnace was covered under their extended warranty service. On Sunday my furnace breaks down & stops working. It took 30 min. to get through on the phones. Voice mail states that due to weather conditions it will take longer to answer the phones. I look out the window to see what weather conditions they speak of. Skies are clear. It’s not too cold. The weather must be bad in someone else’s neighbourhood. I am repeatedly told how important my call is as I wait and wait on hold. I finally get through & am told that technicians are unavailable but I am informed that someone will be by at 10:00 the next day.

Monday
Take day off work. 12:00 no one has arrived. Spend 20 mins. to get through to Enbridge. I am told that the window is between the hours of 10:00 to 2:00. I may have been mistaken when I heard that someone would be sent at 10:00. Wait until 2:00…….no one has shown up. I call Enbridge again. I am told technician involved in a car accident. Someone will be by in a few hours. 5:00 no one has arrived. I phone Enbridge again. Am told that someone will be by in a few hours. I call Enbridge Complaints Division…..spend 30 minutes on hold. Call supervisor….someone finally arrives at 8 pm. Technician changes Camstat and leaves. As soon as he leaves the furnace stops working.
24 hours without heat

Tuesday
Phone Enbridge again. Another technician is sent. He states that his job would be much easier if he didn’t have to deal with “customers”. When asked what the most common problem of this particular furnace. He says that it is most often a cracked heat exchanger. He then states that the Comstat that the other technician had installed was defective. He does not have a replacement part but will ask for someone else to come by the next day with another Comstat. He leaves.
48 hours without heat

Wednesday
Take another day off of work. Another technician is sent. He arrives with a relay part. He is confused. He had been told that it was the relay that wasn’t working. He does not understand why the Comstat would have been replaced in the first place. This technician is good. He spends some time trying to solve the problem. He suspects it might be the “heat exchanger”. Bingo! It is the heat exchanger. Decision is made to buy a new furnace rather than replacing the heat exchanger.

Within a “couple of hours” a salesman is sent. Nice competent guy. Decide to go with a brand new Carrier through Enbridge despite all the problems with service so far. I am desperate. I have been freezing for days and taking too much time off of work! Arrangements are made to have it installed next day.
76 hours without heat

Thursday
Take another day off of work. New furnace is installed. The installers leave and the furnace works but continues to cycle on and off every five minutes.

Friday
Call the salesman and describe to him what the furnace is doing. I am told that the furnace should not be cycling so rapidly and that I should call Enbridge. It is the weekend and unable to suffer through any more visits from Enbridge. Decide to wait.

Sunday
Call Enbridge, I ask specifically that they send someone who knows about new furnaces. They confirm that they will send one of their best.

Monday
6 pm. Technician arrives. Same guy who had come before and was unable to figure out why the furnace wasn’t working. I ask him why he didn’t check for a cracked heat exchanger on his previous visit as this was a very common problem according to him. He told me that this was not his job. “If I had wanted him to check for that I would have had to ask specifically and then I would have had to pay extra for him to check if this was the problem”. He tests the furnace with his voltemeter, says that the furnace is running and that he does not have time to find out why the furnace is cycling the way it is as he is illegally parked. He leaves. I am almost reduced to tears.
It is obvious that I am not going to get much help from Enbridge but I call Enbridge again……I specifically ask for someone during the day as the service people on after hours do not seem very competent. I will not give up until my furnace is fixed. In the meantime I call a few friends and am told to check the thermostat settings. I am told that the heat incapacitator needs to be reset. I check the manual and play around with the settings for awhile and find one that seems to work. The furnace does not go on and off every five minutes. Problem seems to be solved. I am a uncertain if I should have reset my thermostat myself….so decide to call salesman the next day.

Tuesday
I call the salesman and ask if this could be the problem. Yes it could be…………he will come he states to have a look at it. Finally someone offering to help. I tell him that I have already called Enbridge and that they will send someone that day. He gives me his pager number just in case. Another Enbridge technician arrives. I tell him that I have been reading the manual and that the problem probably has something to do with the incapacitator. I state that I have made my own adjustments and the furnance seems to be okay. He agrees that I fixed it on my own and leaves. It has been eight cold wintery days since my furnace broke down. And despite buying a brand new expensive furnace they were still incompetent to deal with. I also had to take three full days off of work waiting for them to show up.

End of nightmare. I am usually a very patient, reasonable and strong person but this whole experience almost had me curled up in a corner in uncontrollable sobs. Never again!