Burlington Hydro Inc.

Their call center people need to be better trained. Zero respect. Zero personal skills, zero class.

An absolute joke refuse to fix faulty area so we have to suffer. Based on what this outfit charges monthly they should be ashamed of the terrible business they run. Thanks for costing our business lost revenue on the long weekend. The sad part about this is we don't even have an option to switch. My rating is zero one is too good.

Here we go again power out again same issue with pole across the street which they refuse to address. NFL Sunday and we have no power something our business cannot afford during these times. This company needs to be held accountable for there ridiculously poor service. Funny part is if you are late paying you get letter after letter letting you. Shame on Hydro your a joke and unfortunately I have no options otherwise I would have gotten rid of you many many years ago. Your company sucks.

Power goes out too often in our area, a few times right in the middle of winter. Not satisfied with their services at all and never received any sort of refunds for causing inconvenience to their customers due to outages. And don't blame weather because the last two times it went out there was no storm or rain or snow.

Very disappointed. No clear communication about when the power will be back on during the winter storm. Phone centre could not provide clear information, which was not their fault- but it has caused a large degree of stress and consternation for our family at a time of year that is already very stressful. Each ETA for service restore keeps getting pushed back and no one is able to provide any details. Unfortunately, there is only one service provider.

Power went out today at 12 in a -15 degree storm. Eight hours later and we’ve had zero proactive communication from them, and every time we call in for an update they say it will be another three hours, even though people talking directly to the crews on our street are being told service won’t be restored until tomorrow. Incredibly unprofessional, and the fact that your emergency service lines don’t have accurate information from your service crews is a clear point of potential improvement.

You can’t simply point people to a meaningless outage map with an ever-increasing estimate, they have to be able to make informed decisions for the safety of their families based on accurate timelines of service restoration.

Edit: Several hours after this review was written, the site was updated with a truly realistic timeline for restoration and they began semi-regular tweets about the outage and what was being done to resolve it. This was much appreciated, and I would suggest that it should become standard practice in order to give your customers and their families the service they deserve. Merry Christmas!

I work for an electrical contracting company and Burlington Hydro has to be one of the worst hydro providers to work with! I submitted a request on April 19th, 2022 for a 100-200amp service upgrade. It is now July 19th I have still not recieved a service layout. I was told 5 weeks from the time of request.we are now going on 12 weeks. I was told today that once I get the layout back (hopefully this week) they are booking into November for a disconnect. 8 months to schedule a service upgrade!? This is completely ridiculous when every other hydro provider in the area, Hydro-One, Alectra, GrandBridge Energy, etc are no more than 6-8 weeks turn around for everything. Maybe you should call up Brantford Power and ask them how they run things because they can get you a service layout and disconnect booked within a week.

The guy on the phone was very rude. Didn't catch his name but called just before 2pm on July 5th. Had a simple question about payment methods and the sass and scoffing was extremely uncalled for.

Horrible horrible horrible. Power has been going out for years now and they just band aid the issue. They do not help us and leave our power out for 5-6 hours at a time. Then right back to the cycle of band aiding the issue this is laziness at its finest.

My thanks to Burlington Hydro for promptly restoring power and then completing repairs with minimal impact on the front yard. They sent someone out soon after we reported the issue, setup a temporary repair that afternoon and completed the final repair in about a week.

Would not accept reports of power outage from myself or my neighbours. Refused to provide any updates after 2 days without power on my street.
Just terrible, but there is no other provider.

3rd extended outage in 4 weeks! Who are the amateurs running Burlington Hydro? We’re on a circuit west of Walkers North of Mainway, with UNDERGROUND hydro lines- WHATS THE PROBLEM

After the storm on 21/05 there was impossible to get any update when the outage to be fixed. Their website was down while phone sent you for the updates to their website. 9 hours without power and God knows when we get it.

Since moving to burlington 7 years ago, I have not experienced 1/100th of the power outages I have experienced here. Absolutely ridiculous.
Freezing, dark homes for hours and hours out of the blue in the dead of winter. What a joke

I called in to set up an account for a new home I am moving into and I had the pleasure of speaking to a woman named Ann. She was so helpful and super sweet. It was very refreshing to speak to someone so kind. A lot of the times, I am finding customer service representatives for certain companies very rude and seem impatient. Ann was the complete opposite and she made the process of setting up an account very easy.

Horrible communication and customer service. They disconnected the streets power for 8 hours while it was snowing and -3 outside. When I tried to call to ask questions no one picked up. I reluctantly called the emergency line and the person who picked up tired call the general inquiry and the billing lines without an answer. So disappointed, if I could give 0/5 I would.

Just writing this review in appreciation for Stephenie F. 's help in getting my mom's driveway repaved earlier this year. The repaving involved Burlington Hydro since the driveway had a secondary connection pad installed on it. It was cracked in several places and showing its age or it just wasn't up to code. Stephenie explained and advise that replacement pad was the right way to go. I agreed. But because of COVID it ended up taking a very long time to get a crew to in and dig out/replace the old connection pad. These delays were understandable but were still frustrating. Fortunately, Stephenie was always available to respond to my status requests and I never once felt as if my concerns were being ignored due of her responsiveness. This was exceptional considering the stress or inconvenience brought on during this pandemic. I am quite sure that she has been a busy person as well! So for that Stephenie, I am truly grateful and wish you the very best at Burlington Hydro and all your future endeavours!:)

Really appreciate having a tree cut and branches removed from my backyard at 2am. I get it, work has to be done. Hows about scheduling this type of residential work during the day instead of having too yahoos cuttimg a tree apart and waking the neighborhood. Bright headlamps and unnecessary loud employees. Shake your head.

Patrick is a true professional and gentleman.can't say enough how awesome he was on the phone. My issue was resolved super fast. Burlington Hydro is lucky to have Patrick:) Burlington Hydro is a five star company!

The last 4 business days I have experienced intermittent power outages where power has gone off and come back on instantly. It happens 2-3 times every morning. I have called in each day and been told a ticket has been issued but nothing has been resolved. I get sent to the overflow line which apparently is a third party receiver. They of course do nothing. Figure your stuff out Burlington Hydro.

I called to inquire about my account and i got the rudest and unpleasant person. I great him and he doesn't, I asked my question and he reluctantly answered in a very very low voice I can hardly hear him. This customer service employee has no manner or place in Burlington hydro.

Worst website and billing system, changing account number without warning having to reset password and still not working, cannot access my account to pay them, asking for meter number but than still not working.calling customer service for ebilling available week days and 9-5, really? But they want their money, right.cannot rate 0 but I would

Just canceled my account because I'm moving. The young lady on the phone (Cathy) was amazing

Ok what the heck. Once again I cannot log into to view my bill or smart meter because you've decided we all need to reset our passwords. Ummmmmm, in order to do that your asking what my meter number is and I have no clue because I cannot log in to view my bill to get my number. When I call I get disconnected or wait forever. This process is a joke!

I purchased a house a few months ago. The previous owner moved out several months before and did not pay the hydro bills. As a result, Burlington Hydro shut off the electricity. I called well in advance of taking possession to set up an account and make sure that we have power on the day we take possession/move in. The lady I spoke to was pleasant, and she promised us that the power would be back on when we take possession. The day we took possession/moved in, the power was not on (which also happened to be in middle of the winter). We called and begged them to come and turn the power on as it was middle of the winter with temperature in -5 to -10 C range.but 4 people I spoke to said that there is nothing they can do until the next day. My wife, kids and I all ended up getting ill that night given we had to sleep in freezing temperatures. The next day, I called again. The customer service rep did not show any sympathy at all and refused to commit to turning on the power that day (but they did in fact turn the power back on later that day). They refused to allow me to speak to a customer service supervisor; and no one from the management team called me back. Very disappointing experience.

It is impossible to get someone on the phone. I've called 2 different days, on different weeks, to no avail. View My Bill page was changed, without warning or information. Haven't gotten my bill ever since because it's asking me for information I do not have. Much rather not have to deal with people, but I can't get my bills. Frustrating!

Penny at customer support was very nice and looked after me. She was clear and very helpful making sure I was looked after. Only reason for not getting a 5 is because she had to fix a mistake that a previous employee had made that almost had my service stopped. Everything got worked out though. Yes hydro is expensive.this is life.

They change the billing system and you need to change your password. The security question is nothing anyone picked and they could care less that you are locked out and can’t pay your bill.

How many outages in the last month is unacceptable amateur company and staff. If they were private company they’d be shut down by now

I just moved to Burlington in Dec and called Burlington Hydro to set up my account. They were courteous, easy to contact and efficient. No issues whatsoever. I spoke with Christina on two occasions and then with Ann on the third time and it was all good each time.