Enbridge provide excellent service to me & recommend the right size of ac unit & explain the energy concepts of savings.They would look at the size of your house & they do a very neat & tidy job

My furnace was covered under their extended warranty service. On Sunday my furnace breaks down & stops working. It took 30 min. to get through on the phones. Voice mail states that due to weather conditions it will take longer to answer the phones. I look out the window to see what weather conditions they speak of. Skies are clear. It’s not too cold. The weather must be bad in someone else’s neighbourhood. I am repeatedly told how important my call is as I wait and wait on hold. I finally get through & am told that technicians are unavailable but I am informed that someone will be by at 10:00 the next day. Monday Take day off work. 12:00 no one has arrived. Spend 20 mins. to get through to Enbridge. I am told that the window is between the hours of 10:00 to 2:00. I may have been mistaken when I heard that someone would be sent at 10:00. Wait until 2:00…….no one has shown up. I call Enbridge again. I am told technician involved in a car accident. Someone will be by in a few hours. 5:00 no one has arrived. I phone Enbridge again. Am told that someone will be by in a few hours. I call Enbridge Complaints Division…..spend 30 minutes on hold. Call supervisor….someone finally arrives at 8 pm. Technician changes Camstat and leaves. As soon as he leaves the furnace stops working. 24 hours without heat Tuesday Phone Enbridge again. Another technician is sent. He states that his job would be much easier if he didn’t have to deal with “customers”. When asked what the most common problem of this particular furnace. He says that it is most often a cracked heat exchanger. He then states that the Comstat that the other technician had installed was defective. He does not have a replacement part but will ask for someone else to come by the next day with another Comstat. He leaves. 48 hours without heat Wednesday Take another day off of work. Another technician is sent. He arrives with a relay part. He is confused. He had been told that it was the relay that wasn’t working. He does not understand why the Comstat would have been replaced in the first place. This technician is good. He spends some time trying to solve the problem. He suspects it might be the “heat exchanger”. Bingo! It is the heat exchanger. Decision is made to buy a new furnace rather than replacing the heat exchanger. Within a “couple of hours” a salesman is sent. Nice competent guy. Decide to go with a brand new Carrier through Enbridge despite all the problems with service so far. I am desperate. I have been freezing for days and taking too much time off of work! Arrangements are made to have it installed next day. 76 hours without heat Thursday Take another day off of work. New furnace is installed. The installers leave and the furnace works but continues to cycle on and off every five minutes. Friday Call the salesman and describe to him what the furnace is doing. I am told that the furnace should not be cycling so rapidly and that I should call Enbridge. It is the weekend and unable to suffer through any more visits from Enbridge. Decide to wait. Sunday Call Enbridge, I ask specifically that they send someone who knows about new furnaces. They confirm that they will send one of their best. Monday 6 pm. Technician arrives. Same guy who had come before and was unable to figure out why the furnace wasn’t working. I ask him why he didn’t check for a cracked heat exchanger on his previous visit as this was a very common problem according to him. He told me that this was not his job. “If I had wanted him to check for that I would have had to ask specifically and then I would have had to pay extra for him to check if this was the problem”. He tests the furnace with his voltemeter, says that the furnace is running and that he does not have time to find out why the furnace is cycling the way it is as he is illegally parked. He leaves. I am almost reduced to tears. It is obvious that I am not going to get much help from Enbridge but I call Enbridge again……I specifically ask for someone during the day as the service people on after hours do not seem very competent. I will not give up until my furnace is fixed. In the meantime I call a few friends and am told to check the thermostat settings. I am told that the heat incapacitator needs to be reset. I check the manual and play around with the settings for awhile and find one that seems to work. The furnace does not go on and off every five minutes. Problem seems to be solved. I am a uncertain if I should have reset my thermostat myself….so decide to call salesman the next day. Tuesday I call the salesman and ask if this could be the problem. Yes it could be…………he will come he states to have a look at it. Finally someone offering to help. I tell him that I have already called Enbridge and that they will send someone that day. He gives me his pager number just in case. Another Enbridge technician arrives. I tell him that I have been reading the manual and that the problem probably has something to do with the incapacitator. I state that I have made my own adjustments and the furnance seems to be okay. He agrees that I fixed it on my own and leaves. It has been eight cold wintery days since my furnace broke down. And despite buying a brand new expensive furnace they were still incompetent to deal with. I also had to take three full days off of work waiting for them to show up. End of nightmare. I am usually a very patient, reasonable and strong person but this whole experience almost had me curled up in a corner in uncontrollable sobs. Never again!

My wife and I received a gas bill (finally) after 8 months for a total of $8000 approximately. After calling their customer service and trying to explain to them it was impossible to consume $6000 worth of gas within a month without a leak, they directed us to the department in charge of our bill--Mass Marketing, because this department was the only one that could help us, while stating, 'Enbridge does not make billing errors'. We called and left messages on their voice mail for almost 6 weeks. Enbridge finally returned our call when the Better Business Bureau was contacted and a formal complaint was made. Boy did Enbridge call us in a hurry. Their original caller was rude and condescending implying we shouldn't have filed the complaint and been more patient. Finally after a week, another rep called us to acknowledge and correct their error, and provided us with extra time to pay the amount in arrears without charging interest.

Excellent - they put serious effort in to trouble shooting the problem. They certainly didn't cover their cost on this repair as at one time there were 3 service technicians in the house. First call out was at midnight and while the repairs took several days the repair was unconventional. Finally the head of engineering from the equipment manufacturer was called in and the problem solved - permanently.

They were very good at answering all my questions. They arrived on time and they finished on time. They brought in an aspestus removal company, which were very efficient and very quick. Overall I was very happy at how they handled this job. In fact I've been in touch with the removal company to remove more of the aspestus.