Enbridge Gas image

Enbridge Gas

Corporate office Gas company

One of the Most Reviewed Corporate offices in Toronto


Address

500 Consumers Rd, North York, ON M2J 1P8, Canada

Website

www.enbridgegas.com

Contact

+1 877-362-7434

Rating on Google Maps

1.70 (760 reviews)

Open on Google Maps

Working Hours

  • Sunday: Closed
  • Monday: (Family Day Canada), 8 am to 6 pm, Hours might differ
  • Tuesday: 8 am to 6 pm
  • Wednesday: 8 am to 6 pm
  • Thursday: 8 am to 6 pm
  • Friday: 8 am to 6 pm
  • Saturday: Closed

Featured Reviews


Frequently mentioned in reviews: service (28) customer (24) meter (21) Enbridge (21) bill (21) account (20) company (14) month (14) called (11) days (9)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 1/5 Sarah S. 5 months ago on Google • 22 reviews
    Sent a shady contractor to my business to replace my meter (not requested by me) with no notice or appointment. They disconnected my gas and bullied my staff for entry to my business premises while customers were present, saying we would get no gas or hot water for days if entry was refused. Enbridge is directly responsible for the conduct of their agents and I will be filing official complaints with regulatory bodies and my MPP. Not sure what sort of authoritarian behaviour this is but its unethical and needs to be addressed asap.
    8 people found this review helpful 👍

  • 1/5 Kayla H. 1 year ago on Google
    I'm not sure how this company is able to get away with estimated billing. After two years of not reading my meter (for which I only lived at the address for 6 months), I was making payments on an estimate of an estimate (unknown to me). Then I received a bill for over $700 - which was an adjustment bill, which was based on... another estimate. I called customer service and I learned I could submit my own meter reading, and someone also showed up to read my meter. Turns out, my estimated adjustment was too high and now I have a credit for over $700 on my account. Sounds great, except it will be used towards future bills, NOT returned to me. Who is this company accountable to?
    14 people found this review helpful 👍

  • 1/5 Mackenzie C. 1 year ago on Google
    Absolutely atrocious customer service. I have never dealt with an organization so utterly incompetent. In 2021 I received a bill for a property I've never been to, didn't own, and never knew of.. Completely out of the blue - I was asked to pay roughly $1800 for the outstanding charges. My own personal home Enbridge account has been in perfect standing since it's creation. I phoned Enbridge and put in motion a request for this to be addressed... They said it looks as though we assigned your customer number to this property by mistake. We'll fix this. Fast forward 3 months - I receive another bill - I go through the same process - "this is wrong" - "you need to fix it"... Of course we'll fix it and "escalate this to our back office billing team".. I think excellent - slight fumble - but it's going to be solved. I repeat this same process 1 full time over again and am promised by the supervisor it has been handled. The property has been removed from my customer number and all is well. Fast forward to November of 2022. I receive a notice from a collections agency. Enbridge has sent the account they wrongly assigned to me... And promised me would be resolved and removed from my customer number... to collections. At this point I am furious. I very calmly express my frustration to the Enbridge representative on the phone. I express that I trusted them to do as they said they would and resolve this matter for me. She proceeds to tell me that in her experience - other customers who are more persistent would typically get their issues resolved sooner. I take offence to the sentiment that the representative was inferring that if I had phoned more often or was more persistent this would not have happened. I'm sorry is this my fault that you made this error? The representative back pedaled realizing what she had said - and attempted to take ownership of the errors they have made. Pathetic custom service. Embarrassingly poor attention to detail. Inability to correct errors made. Unable to provide full circle feedback. I was left with the answer "I've done everything I can for now" from the supervisor.. This will be resolved in 24-48 business hours but don't call back until end of next week. Amanda the customer service supervisor was not able to provide me reference number, an email, or a confirmation that we had spoken. All I am left with is her word that it will be addressed. We've seen how well that's worked for me thus far. Unsure of where to go next. UPDATE: Got the collections to clear my account - awesome!! Thought I was in the clear but guess what shows up to my door - another invoice from our friends at Enbridge. Incredible. I will not be so pleasant when we talk tomorrow Enbridge. The level of incompetence astounds me beyond belief - how we can allow a company so pathetic to manage and supply resources to the Canadian public is beyond me. Here we go again!
    13 people found this review helpful 👍

  • 1/5 Jerome C. 4 months ago on Google • 20 reviews
    Honestly Canadians deserve better service from this skinflint company. They use scabby subcontractors like Lakeside Gas to deliver shoddy service. Hey Enbridge, why don't you try using actual employees who can actually deliver good service rather than cheap subcontractors looking to cheap out on everything and leaving a steaming mess in my house. Tonight I have no heat, no gas for cooking and no hot water for two days because come Lakeside douche turned off my gas. Thanks for nothing.
    5 people found this review helpful 👍

  • 1/5 Danielle W. 4 years ago on Google
    Having been waiting 1 month and a half for a seal that wasn't provided (a certification) in the first place at the time of work completion. It was originally promised 15 days 1 and a half months ago and we are still waiting.
    10 people found this review helpful 👍

  • 1/5 Lori O. 4 months ago on Google • 18 reviews
    I am on Disability and my monthly payment has skyrocketed. I paid around $100 to $125 per month up until last year. Suddenly, my bill was $280 to $340 per month. I paid as much as I could every month. They threatened to disconnect my service by Nov.7, 2023. They said I could negotiated a payment plan if my ODSP WORKER contacted them. She did and they claimed she didn’t. I have to come up with 350 by Nov. 6 or my service is gone. THEY ARE LEAVING ME AND MY CHILDREN WITH NO HEAT FOR THE WINTER. I have no family or friends who can help and I’ve been crying and terrified for weeks.
    4 people found this review helpful 👍

  • 1/5 elissa H. 1 year ago on Google
    Technician #0735332 came to our house to replace the meter. After replacing the meter, he came to the door to advise us of the fact that he needed in the house to inspect our appliances. I told him that we were sick and didn’t recommend he come in. He shook his head, got angry, and then served us with papers and shut off our gas, advising us to call a technician. We then called the customer support line who basically told us it’s our problem. Your company has the worst service, and your technicians need to better explain the process and learn how to treat customers with respect.
    7 people found this review helpful 👍

  • 1/5 Bruce R. 4 months ago on Google • 12 reviews
    Got an email with link to report gas meter reading. Clicked the link. It wants a 12 digit account number to verify. My account number is not 12 digits. Went to help, just sent me back to that page. Use contact us link to send an email query. No option that allows such. Used idiot chatbot. All it did was insist I login with a 12 digit account number! Apparently Enbridge is really not interested in solving customer problems.
    2 people found this review helpful 👍

  • 1/5 tnoorzai 2 months ago on Google • 8 reviews New
    Either your customer service representatives are paid low wages, or they are just trained to be rude to customers. For the amount of money you guys charge every month, you can atleast get someone that has some people skills, and are trained better to explain. At this point it just feels like Enbridge is a company that steals from the public with your rediculous charges. How do you guys sleep at night??
    3 people found this review helpful 👍

  • 1/5 Colin S. 1 month ago on Google • 11 reviews New
    I would like to reiterate what most of these comments are echoing. If you want to have a nervous breakdown just try to communicate over the phone with “customer service” Overcharging and gouging customers under the cloak of “3rd party advisors”
    1 person found this review helpful 👍

  • 1/5 Mary C. 4 months ago on Google • 4 reviews
    Its been a nightmare dealing with Enbridge. Nobody is trained properly and customers are bounced from department to department. The customer service does not talk to the field staff and no coordination. There are some staff that don't even know how to transfer a call. Utter confusion internally. It took me two months to try to get gas hooked to my house during renovation. Its a disgrace the company is still in business.
    3 people found this review helpful 👍

  • 1/5 Rhi P. 1 year ago on Google
    Horrible experience with their customer service department. I had to call every month for a year to try to fix the issue. Finally I contacted the better business bureau and they called me the next day. The Enbridge rep was rude, nasty and wouldn't accept the fact that I had to fight to get any help. I wish I could change providers but I'm stuck! This was a really bad experience and really caused me lots of stress for a year. All I wanted from Enbridge was an apology but what I got was 20 minutes of a rep talking over me and being completely inconsiderate.
    3 people found this review helpful 👍

  • 1/5 Tristan 1 year ago on Google
    God awful customer service. Tried to find a line to a live agent and couldn’t when they charged me $75 for gas I didn’t use. Called the ombudsman office and they said they would only hear my case if I had gone through the “complaint process”, with no instruction on how to do it. Also mentioned 30 day waits when you only have like 20 days to pay a bill. Overall abysmal company, its a shame this is what we’re stuck with.
    3 people found this review helpful 👍

  • 1/5 Kath B. 1 year ago on Google
    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 !!
    3 people found this review helpful 👍

  • 1/5 Stephanie W. 1 year ago on Google
    Union Gas my gas supplier for years , no issues , was bought out by Enbridge, I didn’t think much of it , I had 3 options to choose from 1 Read my own meter every month 2 Pay a set amount every month and pay the difference every year 3 Pay the exact amount of gas I use and they will send someone every other month to read an accurate number on my meter Well seemed like a no brainer how about I pay for what I use right! Wrong since January of 2022 when they took over the company they have only come once to read my meter , in January! So me being a busy mom just pays my monthly bill and thinks nothing more, Well I just received my lovely 563 dollar 1 month gas bill and thought what the heck!!?? So I investigated every single bill iv received and I realized they are liars and haven’t come to my house since the new year and I have been paying a made up amount every month! Where do they pull these amounts from ?? Thin air ? ??? So I call and the lady tells me my meter is to hard to get to because of my dog I don’t have , and my fence I don’t have! And she offered me a payment plan, well guess what I decided pay the giant bill and for now on I will be reading my own meter every month and only paying for what I think they deserve. So I’m officially a Enbridge worker now reading my own meter. Congratulations Enbridge you suck!
    3 people found this review helpful 👍

  • 2/5 G P. 1 year ago on Google
    CozE e-assistant doesn't work. Three blinking dots, no matter what I type, no matter how long I wait. I've received no response, despite multiple days of trying. The automated phone service is confusing and unhelpful if you have questions as a former customer. If you wait long enough it will send you through to speak with a real person. The agent I spoke with was polite and helpful, which was appreciated; however, I think there's too much nonsense to wade through to actually get some real help.
    2 people found this review helpful 👍

  • 1/5 Cora W. 1 year ago on Google
    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.
    2 people found this review helpful 👍

  • 1/5 Rob R. 1 year ago on Google
    Lakeside Gas swapped out out our gas meter on behalf of Enbridge Gas today. I am now down 2 fireplaces and 1 furnace because they had no time to make sure they were working like they did before they arrived. Don't let this company in your home to swap your meter you will be sorry. Please check their reviews online. They don't have many good ones. It seems they have a process going here. Enbridge is 30 days away before they will even consider answering a complaint ( I wonder why).
    2 people found this review helpful 👍

  • 1/5 Leo D. 1 year ago on Google
    Horrible experience so far. On one of the coldest days we had in winter 2021-2022. I called them about a gas leak coming straight from the meter outside. I had to goto work but someone was home to answer any concerns. The tech confirmed there was a leak and he fixed it. The site supervisor shows up and walks straight into my house without knocking and starts putting tags on my gas line inside. The other occupant was confused to find this guy in our basement ( even though the fault was completely outside) and he said I have to fix a bonding issue cause my grounding wire was “corroded” I fixed the issue and replaced the bonding wire but I required a (tech) to confirm it was up to “code”. Enbridge said that if they were to check the work they will charge me 80–100 dollars. I asked another company to check my bonding wire and they showed up with two techs for some reason and gave me a bill of 650 dollars to confirm my work……. Utter scam. My rental hot water tank was returned (14 Oct 22 )because I had a poor experience with the third party that was suppose to fix it/ maintain it if I had problems (that’s another story in itself). I am still being charged for this rental. I have raised dispute claims on a monthly basis just to have them cancelled in a week by an unknown person stating I have to go through third party. Third party says everything has been returned and I haven’t been getting charged by them since Oct. In the same breath when I talked to another agent they have no knowledge of it being returned from their warehouse. (I have the paperwork as proof). With the last third party call I had them confirm the return with my receipt. They reached out to enbridge to tell them I no longer rent this equipment. Month goes by same rental charges. I put in ticket…. Cancelled after a week ( talk to third party). Same loop over and over. Seeing all the other reviews it’s insane what they can get away with. Give your head a shake. Poor business ethics.
    1 person found this review helpful 👍

  • 1/5 Frank D. 1 year ago on Google
    On hold for 1 hour 15 minutes and then they disconnected the call. We keep getting harassed in regards to an outstanding bill that’s not our address or our concern. Call the landlord or shut off the service so you will obviously see who’s responsible for it. Once it’s off they will not be able to operate and you can see who’s responsible for the service at that address. Not one customer rep seems to understand what’s going on at your office and they keep harassing us. No one is doing there job because everyone is clueless.
    1 person found this review helpful 👍

  • 1/5 Manjit S. 1 year ago on Google
    Real bad customers service representative on the phone. Rude, unprofessional, no manners, and disgusted in the manner they conversate with people over the phone. The manager for the department needs to go home, sit in a bath tub and slit their wrists. They have failed!!! They do not have a control over their staff. Poor performance. I have been waiting over 3 weeks to talk to a manger. No one has replied after the first initial contact.
    1 person found this review helpful 👍

  • 1/5 Mercedes R. 9 months ago on Google
    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.

  • 1/5 Mark M. 1 year ago on Google
    Absolute by far the worst company I have ever dealt with for customer service. I cannot log into my account online in December to check my bill. As a result I inadvertently missed my December's bill payment which I have never done. I was astounded to see my bill skyrocket at to $725 it took me over 2 hours to contact somebody at on bridge gas in regards to this bill. I asked how could the bill be still $725 I was told that we had a very cold winter this year. I was astounded by this as everyone knows it was a very mild winter. I was told by the customer service rep that gas prices have doubled I told her to do the math I said that's a 400% increase over this time last year. Her response was no we've done the math and that's what you need to pay. I also explained that I could not get on to my online billing of which she sent me a link that did absolutely nothing but frustrate me further. I now have no other option but to call Media companies to investigate this problem.

  • 1/5 Sara M. 5 months ago on Google • 1 review
    Today I spoke to customer service regarding removing a new account charge in my bill. I currently live in my unit under a lease agreement, which says the tenant is responsible for creating the account and paying the bill each month. However I did that, but the ignorance of my landlord made him open a new account, which now I have to deal with how to pay for his mistakes. It seems this person is trying to scam me. I contacted Embridge gas customer service asking to take me off the new account charge in my bill of this month, the person on the line supposed she did it but I checked my online account and it keeps showing I'm having the same charge. What kind of customer service is this? I trusted she did it and nothing changed. I need to know if Embridge gas can be capable of resolving my issue, because it's so frustrating for me to pay for something that doesn't belong to me, it belongs to the landlord.
    4 people found this review helpful 👍

  • 1/5 angelina m. 2 months ago on Google • 1 review New
    THIS PLACE IS HORRIBLE!! They gave my 86 year old grandfather the run around for 2 weeks now. He’s been on hold 5 hours a day for this whole time. It’s not fair that he has to be left without hot water or heating while they just give him the run around and try to overcharge him. Thank god I’m here or they would have taken advantage of him already. If I could rate this place 0 stars I would. Horrible treatment of elderly people who need help. Horrible customer service and horrible business over all. Money hungery thieves.
    1 person found this review helpful 👍

  • 1/5 Quoc T. 1 month ago on Google • 2 reviews New
    Yup, just another bad experience. Lakeside Gas technician came to exchange our old meter with a new one. Took one of those handheld pipe cutters to cut the pipe and I could feel the vibration in the wall. Next thing we know, after installing the new meter, he's able to magically detect a leak in the supply line from pressure dropping on the line, not a small leak either, pressure was dropping like a rock within a few seconds. I would assume that they would do a pressure check before doing any work (and know that they caused the issue), but that expectation might be too professional for them. He came into the house and helped isolate where the leak was coming from, which also just happens to be on the inside line right where the pipe and wall meet opposite of where the meter work was being done. Instead of accepting responsibility, the technician is gaslighting us like the leak was there all the time and we just didn't smell anything. Except we smelt it right away after they did their work. 3 days without heat or hot water in winter and Embridge doesn't seem to be in a rush to do anything about it even though they caused the issue. If you're getting anything done on your line, make sure they show you the pressure test before you let them do anything and I would record everything on your phone or a camera if you're able to. Lesson learned for us.


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