Enbridge Gas Distribution

We responded to a letter from Enbride telling us we had to change our gas meter. Lakeside replaced our meter last week and we have had issues ever since. They installed the new meter, then they found violations which we paid to have fixed, then their new meter had a leak. In total we have had five visits from technicians and still, almost a week later, no gas or hot water. Their call centre staff is quite polite and helpful, but there's only so much they can do. We're just fortunate that the weather has been so mild. I am hoping Enbridge will reimburse us for the cost of all the technicians we've had to call this week, since their faulty meter installation was the issue.

Accidentally overpaid my Engbridge account in August and asked for a refund. They agreed but mailed a cheque that I never received. It was likely delivered to someone else and they say was cashed. After hours wasted on the phone to these people they have now opened three cases to investigate and are about to charge late fees on my next bill. I had to submit a statement from a Commissioner of Oath stating that what I submitted was honest and truthful. Am I on trial here? Why can I not have a copy of the cashed cheque as proof that it was issued and cashed by someone? No communication whatsoever and I'm a customer for the last 15 years and have always paid on time and in full.

Lakeside gas, who enbridge let change the residential gas meter. Changed gas meter, horrible to get a hold of when you need a technician to turn gas back on. Arrived late, then said I had a gas leak??? Wouldn't I smell it??? Shear incompetence. I called enbridge back and told them about what the lakeside technician side, they told me to get it fixed on my own. I NEVER HAD THE LEAK BEFORE THEY ARRIVED. The expert call taker on the phone with her expertise in the matter said the changing of the gas meter would have caused the leak. So you can tel me that confidently over the phone? I asked to speak to a supervisor, she said one would call 5-6 business later...never happend. Incompetence all around. Horrible experience.

Definitely stay clear of their EMPP offer. Biggest joke I've ever heard. I signed up for it and watched my bill quickly turn into credits. At one point they owed me 600 bucks but were asking for another 550 bucks. Said if I didn't pay it they would put me in the credit bureau. I paid their overcharges for 550.00 and I didn't get a refund, it's been 6 months now! Now that's a company that needs more competition! Definitely not trust worthy.

Absolutely awful customer service! If they make a mistake dont expect a quick fix or any fix at all. We opened our account on June 30th, 2022. I said I did NOT want the EPP/authorized payments. I called several times asking for a bill and still did not have one at the end of October. Finally, I received multiple bills but the total owing amount was different each time. As it turns out they had been charging me an EPP rate rather than usage. This was their mistake so I asked to just pay for usage. They said no problem and gave me the due date. Two days later they took nearly $400 out of my account without my permission. I called to inquire what was happening and was told the request to have the money put back into my account had already been made. I asked why this wasnt communicated to me and they had no answer. They said the money would be in my account by Monday morning. It was not, so I called again and was told there was no record of this request being made. I had to have it escalated to a supervisor, who scheduled a callback but never called. Eventually, when I heard back they still had no solution. Finally, in the end, they said the refund into my account was not an option (shows the first person I spoke to flat out didn't tell the truth), and offered an e-transfer. This was left in a voicemail. I called right back to say that was fine. No one has called me back, no transfer. I called to schedule another callback, and was told I would receive one the same day. I have not. It is unacceptable to take money out of an account, especially in these times. Very unhappy and if you can avoid the company somehow, definitely do so!

TL:DR- Enbridge has awful customer service. They withdrew money without permission, do not tell the truth and do not follow up.

Charging more than I used. 3 bills in a row are not right and they don't care to fix the issue.

Got a notice in the mail that my gas meter needed to be changed. I booked to have someone come out and do that. The technician came and gave me a violation that quite frankly should have been handled when my water heater was changed last year by whoever they sent out. So I was not told of any charge to have a reinspection done but that should the repair (which I was told my husband could do...heck I could have done it), that if the repair wasn't done, that they would come out anyway and charge me $70 plus hst. So my husband does the work and after taking forever to get through to Enbridge, I'm told that it will be $70 plus tax for a technician to show up. I'm like WHAT??? that was never relayed to me. Not even on their voicemail for Enbridge does it say anything like that. So, I ask to speak with a supervisor and I'm told that one would call me (as there allegedly were none on Sundays) So Monday I get a call and I the on the voice message, the woman did not leave her name, nor a direct contact number to reach her at...yet she blithered on about this $70 charge. Had I been told about this charge from jump street, then I wouldn't dispute, but that wasn't the case. So today I call them back to get this foolishness handled and the guy who came was in and out of here in less than 5 minutes. So $70 for some guy to take a flashlight and see some cut drywall. Unbelievable. This is not the first dreadful experience I've had with this company.

My gas was shut off due to replacement of meter. I was not notified that this would be happening. I called and booked an appointment to have gas turned back on - was given the usual "4 hour window". No one showed up. Upon calling again I was given several (divergent and contradictory) stories, the most entertaining one being that a tech "came and checked the outdoor meter during the 4 hour window timeframe, confirmed that the gas was off and then left". Huh???

Now have to I have wait around AGAIN tonight during the dreaded “4 hour window”. Seems to me that since *they* messed up the customer should be given an exact time and not be forced back in to another 4 hour wait again. Appalling customer service.

Enbridge uses the same deceiving tactics Rogers uses. If you are familiar with Rogers Communications' constant errors with their billing system, please note that you will face the same nightmares with Enbridge. Customer Service very slow and do not seem to have any training. They make mistake after mistake and good luck talking to a supervisor.

Terrible service. Stopped having hot water for almost a week now, called Services and each technician that they are sending out failed to finish the job.They didn't even bother looking for the ISSUE. It's the 5th technician coming in and telling me that the parts are missing, everyday they are sending us a new part to replace but another technician comes in and make an excuse saying the parts are STILL WRONG AND MISSING. Spoke with the supervisior AND FIELD MANAGER, PROMISED to send another technician in between 6-10pm, called them at 9pm and informed me that some parts ARE STILL MISSING AND THERE WON'T BE A TECHNICIAN COMING. I have seniors at home waiting for this situation to be solved. My next step is to cancel this company. Extremely disappointed, given too many chances.