Alectra Utilities Corporation

Website has continuous issues and feels straight out of 2013. Unsensical delivery fees which are the majority of my bill.

I didn't get my last month bill that was issued 20 days ago, per the Alectra customer service rep. I was told to check it with Canada Post to see where it is, which is ridiculous since it's just an ordinary mail (not a registered one). I asked if they could resend me a copy and was told that $15 would be charged for it!

Having a monopoly over electricity should be very illegal. Half the reps are absolutely the rudest because they do not have consequences to their actions.

The response from customer service was not helpful when I requested a water usage breakdown/summary for a specific date at my mother's house in Markham due to some flooding that occurred on September 30th and the insurance needed to know that amount in order to credit my mother for excessive water usage during the flooding that was caused by a burst pipe.

I have several accounts with Alectra, all in good standing for many years. One account went overdue a small amount after a tenant moved in. Without notice or a phone call, Alectra sent this account to collections after only 3 months, affecting my personal credit. All it would take is a simple phone call or email to rectify. NOT IMPRESSED. Alectra does not care though as these reviews are irrelevant to them.

Kim J
Customer Service Representative

Was SUPER FAST AND BRILLIANT. God bless her for making life so easy. She took care of all my needs professional and I will definitely recommend Alectra to everyone. Alectra is by far the BEST TOP Utilities company in Canada! They are very supportive and amazing prices. Again THANK YOU KIM J YOUR WONDERFUL.

This Alectra is a bad company, with bad management, and bad customer service. I left the previous home in 2019. The account was cancelled and the balance was paid. July 2022, I received billing for the previous home which i already moved out. I called them and they said they had an issue with the water reading back in 2019 and they had to adjust the balance. This is their fault and I have to pay for their mess. I asked what guarantees this won't happen again and they said "it wouldn't" which is an unsatisfied answer. Hopefully, someone will take over this company with better system.

Horrible customer service, cant understand anything theyre saying which is ok. It is very fast, youll get on the phone with someone quick which is great. But they fail to answer your questions and will forward you through 10 different departments because no one wants to help you. Ask for a supervisor, and theyll lie saying they dont have one. Make a service request, theyll say its done, but the same problem will persist and youll have to call again. Very untrustworthy. I called for a billing issue, and they gave me the phone number for City of Hamilton to fix my issue which makes no sense

This company is a monopoly and providing good service would negatively impact their profitability, so they have no reason to provide it

Disappointing to say the least. Meter was disconnected for one of our units due to a miscommunication which was addressed. A technician was scheduled to reconnect. However, the appointment is between 4PM-8PM and they expect you to wait within the 4hrs for the technician to show up anytime in between. The units are rented and tenants are not home, so I can't just sit in the unit. I asked for a courtesy call when they arrive so I can assist accordingly. They will not call, nor inform you on the exact time they are scheduled to arrive. Very disorganized and terrible communication, mediocre customer service.

They didn't charge me for 6 months because my bill showed 0 (a fault at their end) and when they did they put a penalty charge of 30cents. Seriously Alectra?

Drivers of the Alectra trucks are always blocking the bike lane and sidewalks in the city to go get coffee.
Customer service is awful and dealing with them is like pulling teeth.

This is the most ridiculous utilities company ever. Can't get a hold of anyone, the online moving and account setup forms do not work properly, what a complete scam.

They made me pay a bill for a place I never lived at, when this was explained they said I was still responsible and then proceeded to have creditors harass me for this apartment unit that wasn’t mine.

They want 18000 to run a 300’ trench! Oh and you have no other option if you want to upgrade your service you have to use them. Can someone explain to me how this is legal?

I’m not sure what is more useless, your website or your automated phone service. I’m trying to pay my bill! The website says my account has a zero balance which is obviously not true as I haven’t paid in a month and am holding a bill in my hand saying it’s due in 2 weeks. The phone service doesn’t acknowledge me keying in my account number. How am I supposed to pay my bill? !

Called in, had very short wait time and got the most pleasant customer service representative- they helped me with all of my concerns and explained everything in detail to me. Very very satisfied

Western people always attack on the so called freedom of speech in China. Meanwhile in here, your do can speak but it won’t change anything. Peoples lives are in the hands of big companies. The ironic part here is Alectra is not even a big company but still enough to FK up ordinary people’s lives. I give 5 stars for the capitalism. You go Alectra, keep your customers frustrated! Well done.

In 60 years of life I have never been attatched to such an incompetent utility company. I moved about 4 mo ago and they were the service provider for my area. Every week there is an outage and sometimes takes hours to repair. I have lived all across Canada in small communities to large metropolitan cities and never have I experienced this. I pay my bill on time and the service that I get is guaranteed to be not working at least three or four times in that billing cycle. This is absolutely ridiculous, incompetent, and as a service provider they should figure out how to keep the power on for their clients like every other utility provider can and does

Took 4 months to setup an account and when they finally got to us we owe late charges plus everything else? Are you kidding me?

They don’t answer their phones. Callers are put on hold for long periods of time. So inefficient!

Online account set up sucks. Called and emailed multiple times to get a simple problem fixed and no one has any interest in helping.

Not Happy at all!
I just received a final bill from my old house. It took them over 8 months to issue this bill. Do Better!

Just called into customer service. What a horrible and rude experience. The woman on the other line gave attitude as if I was burdening her for calling in for help. She was condescending and cut me off when I tried to speak. I'm so disgusted with the customer service here.

No wonder this place has such low reviews. Excuses, lack of initiative, extremely long lead times, lack of transparency, and no organization. Submitted a request beginning of April for electrical designs and are now being told they could potentially be approved by end of August. If you are counting to live somewhere (because these days we need power and electricity in our homes.) let's hope you have a backup plan perhaps a hotel or tent.

Nov 15 2020 absolutely amazing tonight by alectra again restoring hydro you men an women totally rock.thank you

Michaelangelo was alot of help. I appreciate all the safety measures during covid too. I had lung surgery from years of smoking a couple months before all this. Everyday i feel blessed to be alive, my insurance finally gave me an escooter so I can get around. I was really worried and Michaelangelo made me feel safe. He was also so tall and was able to get a can of peas that was ontop of my fridge that I couldn't reach. Thank you so much dear.

If i could rate this less than one star i would. What a complete joke of a company. Scammers! Avoid at all costs dealing with this company. They steal your money and say too bad when you finally realize that they have over charged you. NEVER WILL I EVER DEAL WITH THIS COMPANY EVER AGAIN I HOPE YOU GO OUT OF BUSINESS AND GO COMPLETELY BANKRUPT. WHAT A JOKE

Worst customer service! I spoke with a customer service representative, Ashley, and a senior customer service representative in regards to the high bill I received for my water usage. They claim that more water has been use when nothing has changed at my house, same amount of people, no pool to fill, plants have not been watered, same routines, no leaks as toilets have been tested, water meter has been looked at and monitored. ONLY change, the house across the street had a water swage pipe broken for which the city came in to repair and it when up to my property. They also checked for water pressure at my house, so clearly there is a water pressure/water issue for which my house was involved. Then yet, the customer representatives claim that we use the high amount of water. They would not only not provide me with a solution/or credit the amount that I paid on the last bill which it turns out to be an estimate reading only, but the senior customer service representative hanged up on me. Terrible service! Will be looking for another water provider around my house. Their managers should seriously take a look at not only the service they are providing both as customer service and through bills/water meters!

This company is an absolute SCAM! They will scam you any way they can possibly think of and their employees are trained to do so. They are GARBAGE. If you can use literally any other company in the world I'd suggest you do so before you get scammed too!

I would have given them a zero if I could. Worst customer service and management and company that I have ever seen.
I guess this is what happens when there is no competition.

Charges a 3$ payment fee on top of the bill payment.its like buying a 10$ battery on amazon and paying 13$ because they need to process the transaction.its also unfortunate that the government doesn't control things like this and companies can rip people off anyway they like.im not crying for 3 bucks, 3 dollars is 3 dollars. I worked for it and its my money and I do not understand why I have to make this unnecessary payment just because im making a bill payment.

Just moved within same building. New hydro bill is 4 times usual. No answers from Alectra. We're stuck with them.

Giving them one star is too generous. Ever since Alectra took over in our area, downtown Hamilton has been consistently losing power. Oh, and thanks for raising rates by 25% during the pandemic.

Awful customer service. Never reviewed anything online before but needed to say this. Completely incompetent and obnoxious.

Always my haydro bills too much by the way i don't have nothing that makes my haydro bills too high

Got WARNING about unpaid bill, that was actually PAID ON TIME

They didnt even say sorry about their fault

Terrible Customer Service! Not able to get any information when you call the CSD. Clearly they are all trained to provide basic generic answers that don't assist customers and leaves them hanging which is pointless. I've simply been asking to receive a bill for my new address that I moved into 5 months ago. I consider waiting 5 months for a bill to be unacceptable and extremely unprofessional.

Two months so far. My electrician and I have been trying to upgrade my service. Every time you call them they say "Someone will call you back with your connection date". Then. NOTHING. Weeks of waiting. My siding contractor has come and gone, left my house incomplete waiting for this unprofessional company. I will incur "extra" charges because of them. Sad that Ontario taxpayers have overpaid $37 Billion to companies like this and this is the service we get.

I wish I could give this company ZERO stars. I have been waiting for TWO MONTHS for a service upgrade. They NEVER call you back or answer emails. You are at their mercy. I think this company should be bankrupted. I would switch to any other provider if there was one.

You guys are the lifeblood of the city. Without you, no lights on. It's sad to see the media outlook. I think you should create a customer relations team and get whoever is the most friendly to lead the campaign.

If and when I ever do call Alactra they have been nothing but nice and accomdating to me. I have never had a bad experience with any employee I ever talked with I'm extremely pleased with their help

Is there a way to leave zero stars for apeksha. She is the absolute worse customer service rep Alectra Utilities!

If your the unfortunate soul who has Apeksha answer your call please hang up and save yourself.

Absolutely ridiculous service and company policies. I called them and informed them I was moving and they kept sending the bills to my OLD ADDRESS, instead of the new one. How stupid can you be? Then they wouldn't even admit they were wrong.

Wow Andjelo is the best. He helped us out so much and was very attentive to our needs. He was very knowledgeable and provided great service. He said he was Serbian.

Apeksha has absolutely no customer service skills it boggles my how someone who has no undertsnading of the English language can be working a job like this.

If I could give them 0 star, I would do it gladly.this company are bunch of lazy people with attitude.

Alectra allowed an individual that I have no affiliation with to make changes to my account. The individual was not screened before the changes were made to my account, which I confirmed when I called to investigate. I was informed that any individual can claim use of a water meter because the theory is that someone won't ask to pay for something they don't use. Well, the other individual used something that they don't want to pay for and now Alectra is trying to stick me with the bill when I had no idea that charges were accumulating. I tried at great lengths to go over the details with their customer service department and I was met with obstinacy and downright rudeness. I asked multiple times to speak with a manager or supervisor, and the representative refused to connect me with one and wouldn't provide me with a contact name. I was assured that a manager or supervisor would call me back at their earliest convenience, but nobody has attempted to rectify the situation. I am floored by the despicable customer service and arrogant attitude of a company that provides an essential service. Alectra is aware that consumers have no choice but to deal with them, so they don't appreciate their customers. The volume of negative reviews here is reflective of that.

As an electrical contractor, Alectra has been very unorganized and brutal to deal with. 2 times within a couple of months they were not there to power up a residential service!

Power went out in my neighborhood last night at 11: 45pm. I'm both asthmatic and I require a cpap machine to regulate my breathing when I sleep. Original time post for them fixing the issue was 3: 30am, then change to 6am. Both times have been and gone and still no power. Also means I have yet to been to bed and have been up for 21 hours straight now because of it. When I called their outage line around 3am today, their employee cut me off several times. Oh and they still have no "updates" as to when over 355 homes will get power back in Hamilton.

Utilities cartel that extorts money from their "customers" while offering a extremely terrible "service". Way too many outages.