Enbridge Gas

Your worker passed water on my lawn, but Enbridge didn’t even respond to my complaint. What a shame!

Absolute joke of a company. They make it almost impossible to pay them. Their website crashes every day. It’s hard to get someone on the phone. Just a joke.

I don’t know how these guys are allowed to operate the way they do. We moved in here October last year. They have not done a proper meter reading since august. They’ve been guessing all along.

Their vendor Lakeside are just as incompetent. We had a scheduled servicing to rectify the problem between 10-2 today and they were a no show. Apparently it wasn’t just servicing. They are to replace the meter. They don’t have any and didn’t communicate it to me or Enbridge.

Trudeau and all other politicians who allow this shouldn’t be in office.

1 star for hiring a complete waste, garbage contractor known as lakeside gas. They are known to cancel on people very shortly before the appointment window and even during the appointment window. This is absolutely disgraceful, incompetent, unprofessionalism.

This company has no customer service whatsoever, you cant speak to anyone live and in person because they don't care to answer phones.

Last time i spoke with customer service and he was ride.i already paid full amount $101.02 to the third party which was ecohome financial in December 7th 2022, and im still receiving messages from you, even though i already have paid. I spoke with the ecohome financial service about this, and they told me my financial balance is zero.

Customer support is absolute trash. I have automatic bill payments set up, so every month the correct amount is withdrawn from my bank account.after struggling with a very slow website, unsusable virtual assistant or live chat, I finally managed update my banking information on Dec 1st. I also set up a "payment plan" to pay the outstanding balance on my account for Dec 15. My bill was generated on Dec 8, but the automatic payment just didn't happen. Come Dec 15 the payment plan just didn't happen. I tried calling, after 5 minutes waiting, I was able to talk to a real person and got immediatelly disconnected. Enbridge never called back, so I had to call again, wait another 5 minutes.

The representative was very polite. They checked my banking information and didn't see anything wrong. When I asked why the automatic payment didn't work if the banking information was correct, they just replied "I don't know". "Come next bill, will it work? " "I don't know". "What should I do then, just call again? " "Yes, if it doesn't work we'll have to take a deeper look into your account". "OK, but can you take that deeper look now? " "No, you'll have to wait".

So, in a nutshell, your system doesn't work, and you guys have no idea why, and I should just pray that the computer gods smile on me and _maybe_ on the next bill I don't have to call Enbridge yet again. If I did my job as bad as Enbridge does theirs I'd be fired on the spot. Nice to have monopoly on piped gas.

I have an Issue in billing which was wrongly added to my account, I called billing department many times only Mr. Israel from billing depth. Was kind enough to understand and solve my problems,
Greatly appreciate his service experience and knowledgeable to solve my problem

Just purchased a new home, called the number left by the builder went through the automated menu and it kept circling back and I never got a hold of anyone. Went online to set up the account, finished setting up the account, received no confirmation for initial log in details only received an account number confirmation. The customer service does not exist. The biggest joke is that to top it off, they advertise that you will be charged on your initial bill for the creation of the account you just set up by yourself on their less than user friendly website. I am honestly not sure how my first interaction could have gone worse. Well done!

Absolutely awful customer service! If they make a mistake don’t 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 wasn’t 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 lied), 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, lie and do not follow up.

First time home buyer that has recently moved in. I received my first bill with Enbridge and have no login details to pay my bill.i can't get anything but an automated robot on the phone.how am i supposed to pay my bill when they've transferred my information to an already existing account that I don't have the details too.

The worst customer service and worst website can't even log in to see my bill, without asking me to change my paper bill to an E bill, Never go with shady Enbridge.

They do what they want. Government allows it and you don't have a choice. So enjoy paying random bills whenever they randomly decide to bill you. "We estimate prices because hiring people night hurt our profits". What a joke.

Customer service was HORRIBLE! Rude and not helpful at all. I don’t know how these people are getting hired for being customer service rep.

I restore old houses, my last restoration had an enbridge water heater rental. After I called to take over the water heater and get it removed, they billed me for use well before the date I owned the house, They told me that was the date I told them to start billing me. After I got the bills and refused to pay until they fixed the date/bill, they said they could not and then sent it to a collection agency.

Would rate a ZERO if i could.attempting to contact a live person at this company is a JOKE! I need assistance with something URGENT and they either send you a "do not reply" email or toss you into Voice Mail Hell.where you go in a constant circle. Have also attempted to speak to someone repeatedly but am met with excuses about computer being down and not able to access account. Whomever is in charge of their customer service needs to be fired and a real person hired to train these people how to properly serve their customers! Beyond disgusted with this Company!

My monthly average bills are $230, I didn’t receive a bill for the past 2.5 months and was hit with an almost $1500 bill in August. When I called, I didn’t receive any help and they just asked me how I would like to arrange the payment. $1500 bill in the summer…

It's amazing how disrespectful is this multibillion company to customers. I am sure, you can hire humans to talk to us, instead of passing us to a machine. Shame on you!

Poor poor service.so many voice prompts.unable to quickly and easily get through to someone.long hold times. C'mon enbridge people. You need to take better care of your clients? Let's get on the ball here!

So I have been working from my desk in the 10th floor of my building since 8: 45am, there has been a very very loud Enbridge truck parked and just idling for over an hour. It’s disgusting as a practice as it’s very bad for the environment. Enbridge should be warning it’s drivers to never idle unless necessary. It’s not 40 degrees today and his wife dow is open so this isn’t about A/C. Gross environmental negligence.

Horrible customer support. Impossible to get through to a live person when calling about account inquiries.

Unfortunately I cannot leave a zero star review. Company takes your money, but when it comes to refunds due to their on negligence, they leave you stranded. Return calls are nonexistent. Promises that's it. Joke.

Very dissatisfied with the lack of regard for our privacy and our home.
We have an American Rottweiler which we let out in our backyard to go to the bathroom and to just sit outside and relax without having to worry because we have locks on our gates.
However, Enbridge decides to come into our backyard with no notice to check our meter. In the past we have informed them to please make a note to let us know when they are coming because we have a dog that is very protective of their territory AND because they have not closed the gate properly before. We were told that a note was going to be made so we will be notified.
That note was never made.
Today, I had let my dog out in the backyard. I was cleaning my house and getting lunch ready for my 10 month old sun. Let me also add today is almost 40 degree weather.
Luckily for me, I had decided to hang my bath mats outside on the fence at the SIDE of my house.
To my surprise, an enbridge employee was leaving my backyard at the same time. My dog ran out of the backyard right past this worker and he made no attempt to stop my dog. Instead, he just closed the gate an proceeded to continue walking away. I grabbed my dog and put him inside. I said to the worker “what are you doing? There is supposed to be a note telling you to notify us when you are coming because we have a dog” he then smirked and all he said was “oh so sorry there was no note”
If I had not been there, my dog would have ran away and I would have had absolutely no idea all because of these IDIOTS not listening to simple instructions

Positive reviews are fake for sure. Live in a multi unit residential building but apparently my unit doesn't exist. They recently set up individual meters for each unit, but they were never registered? No record of my meter number when I call. Still not able to set up an account since my unit doesn't exist or my meter number. Came home to a notice that they had to do some work at the building today but since I wasn't home they couldn't turn my gas back on. They left a note on my door for my unit, that doesn't exist. So they can't send a service person to turn my gas back on, because my new meter isn't registered and there is no record of my unit at this address. Lived here for 7 months.

I'm in London Ontario. I simply wanted to terminate my account because I did not need a gas service anymore. I moved out September 1st and I am still being billed and now threatened with a bill collection action. I have tried several times to call and speak to someone. I have emailed the ombudsman. Once I somehow was patched through to a phone line and was told to wait to speak to someone. I was on hold for hours while suicide inducing muzak droned on, only interrupted by a message telling me how great their website is. Pathetic.

Why dose this highly unprofessional organization have a monopoly of the gas service?

They didn’t receive my message within 30 seconds for the first time and then they tried to end the conversation, later they asked me if the heating working, but they disconnected the chat less than 15 seconds while I was walking to the basement.

I can never get a person to talk to anamation isnt the best service I need a live person can you answer the phone

Worst online portal and super hard to connect to customer service, wish they go bankrupt or some other company buys them

They had a subcontractor wait until no one was home to shut off the gas. No notice was given to the home owner. 4+ hour wait and they still didn’t show up to turn it on. When phoned 1+ hrs after given time of arrival, they gave a new time.

I had an issue with the furnace, called and your technician Keith Fung came to my house. The worst technician I ever dealt. Very rude and insulting. How can you go into somebody’s house and behave so arrogant. I asked this gentleman, hi response was that he doesn’t want to answer my question bcuz he is not a kindergarten teacher and wants to feel like a technician. Was testing me to throw him out of my house. It’s disturbing to know these are the people I have to tolerate that enter my house on behalf of your company. Felt ripped off after he left.

The worst company I've ever had the displeasure of dealing with. I moved into my apartment 8 months ago and I still haven't received a bill except for one that was completely incorrect. After the Union Gas merger, they lost my account; it was recreated with the wrong meter, and now the meter has been completely removed from my account despite me telling them multiple times the correct meter number. I've been calling about once a month since June, and each time they tell me they'll fix my issue.and then they send a letter addressed to the previous occupant of my unit, which I obviously can't open and who I can't get ahold of. I just want to be billed properly! Why is this so complicated? ! It can't be that hard to open an account!

I am having one of the worst experiences as a customer ever in my life. I cannot get a straight answer from anyone at Enbridge as to the details of the red tag I was emailed. I've had multiple technicians in to look for the problem and none could understand the language on the Enbridge violation tag and none could find a problem to solve. Enbridge tells me they will shut my gas off on Friday if I can't prove the violations have been corrected. I can't get meaningful help over the phone. What can be done? What alternative do I have to dealing with this terribly run company? Just an awful experience and feeling powerless I thought I'd share as I know I can't be alone in this frustrating experience.

One star because 0 stars is not possible. The effort to speak to a person is brutal. Enbridge does everything possible to force you online. Sometimes, like today, online does not have the information or support you need. There should be a '0' out option. It's this type of customer service/arrogance that slowing sinks a company. I've already gone full electric on one home (induction stove, geothermal heating) and it saves money. When my furnace breaks - going electric again in my current home- and will say bye bye Enbridge. (I also drive an electric car - different gas, same source, choke off the money until the attitude changes).

Just awful. Please fix your phone lines and general approach to customer service. It truly shows you don't care at all about your customers. It shouldn't surprise me as you have a monopoly in many areas, but maybe I am just optimistic. I don't need lower prices, I don't anything special. Just a company that gives 1/3 of a s**t about their customers.

I have requested to relocated a meter and a guy came literally he said “ I have never done this”. Why he came in first place if he had no experience regarding a request Initiated. Again she said “ some will come on Tuesday sep 21” I called on the same day, she said “ I can’t see any appointment to your location”. This is unprofessional and unfortunate experience ever. Sadly they didn’t show up yet!

I hold the customer support line about 35 minutes, than I disconnect. One of worst customer service such a big company

I have tried to call enbridge on behalf of someone else and their phone system is a flat out JOKE. I Can't do anything. It doesn't recognize buttons etc. Where are the negative STARS,

I have no idea why the enbridge meter reader finds it necessary to park in my driveway to read a meter, then he drives to the next house and does the same.house after house.its annoying when I'm trying to get into my driveway and he's blocked it.lazy.

Dont know how a company like this is responsible for gas services in this country. If it was upto me I would straight up burn down their offices. The worst of the worst

Enbridge has rights to shut off your gas for no reasons and no notification. Thats why monopoly is GREAT

Enbridge gas decided to disconnect my gas service without a warning, only because the previous owner forgot to pass on the account to me. I ended up paying $980 immediately and was told that the technician will come by today and connect my service, but that did not happen, no gas, even I paid a lot of money for service bill that the company did not bother to look into when it was at $300? No gas, lots of time wasted on the phone waiting for a person who recites Covid instructions and has no empathy. There should be a choice of what company you want to use.

Enbrige gas charges a customer charge of 22 bucks each billing cycle just to be a customer of Endbridge gas wether you use any gas or not. Ridiculous!

I moved on August 31st and I closed my account they sent me the email that I am not more responsible for gas after August 31st. They sent me the bill for August and I already pay it. Yesterday again I received a bill for September in my name. How? !

The worst trying to get them to answer phone call
Almost I never succeeded. Enbridge has there
Online payment arrangements but it’s next to nothing.cannot arranged unless I speak to someone over the phone. Every time I called over three weeks it automatically ends it’s call by its own statement of messages… three weeks I couldn’t get them on the phone…
Not every thing is manageable on line
Enbridge do you understand? You are a multi billion dollar company and you only have one customer service rep to answer the phone some time not at all. The voice does the trick to ignore the customer and asking us to go on line.
How is it possible for the people with disabilities and other issues are supposed to deal with online.some billing questions are need to be fixed and answered.by Enbridge.
Enbridge please fix your problems get more people to answer our phone calls.saying busy for almost a month and voice mail forwarding is not helping customers at all …
Very very disappointed

Worst customer service and an even worse phone menu - if I could choose another provider I would in a heart beat.
I find it funny how they say they will help during the pandemic but in the same sentence continue you to tell you if you can’t pay your account will be cancelled and multiple fees need to be paid before you can hook back up - how is that help? Smh
From the staff to the supervisors - absolutely incompetent.

This company is downright laughable - Agree with everyone below - Calling is a nightmare, 40 min wait time usually, and i've actually had the representative finally answer, help me through an issue, only to find out later once the call is over the issue was never corrected. Usually the issue revolves around logging into their online portal - it is actually absurd how badly setup their website is. Can never login - usually says I have an incorrect password (which is false) - Then when i hit the "Forgot your password" Link - to send a reset code to my registered email. The reset email never even comes! This place makes one want to pull their hair out

I would love to put zero. Trying to close the account and you can not do this on line. We are still getting charged for gas and when we called in a few months back and the person on the line told us you can not close the account unless you call in. I would challenge anyone at Enbridge to go through the self service MAZE of trying to get someone live so they know what its like for your customers. Its about customer service Enbridgeeeee. Get your s%^& together and put an option to reach a live attendant. Brutal!

I hope there are more gas provider soon to compete with this incompetence provider. Even their website and system is such a bad design, can't even change the email address for e-billing. Hire proper software developer, even in high school I built a better system than this.