We have oil heating, and the water tank also is oil fired and started leaking. As it was still summer, and instead of going for a new hot water tank we decided to apply for enbridge gas line. In the first call itself we explained to them that there is no hot water and we hope enbridge will rush up the installation process. We sent all the required forms on the 29th of august, and called back. The CSR confirmed the week of 21st of September, enbridge is going to lay the line for sure. The week before also we received a call confirming the same.
But the actual week, nothing was done until friday. We had to make several calls, the CSR gives another no., and the lady overthere says she cant reach the contractors. After 10days, the blaim was put on the city, that they didnt send the water locate. So we called the city, and the next day itself the water locate was sent by the city. Acutally it looked like enbridge didnt put it as a rush, and so city was taking little time. But after getting the water locate, even now it is not done, and enbridge now is saying that ours has to wait.
Since a month and half there is no hot water in the house, and we are heating water on the stove. This is the worst Customer Service ever that I had seen in Canada. Since 22nd of september, I had called Enbridge atleast 3-4times a day, and spent atleast 30mins a day about the same, as every time I have to explain to them from beginning. Enbridge needs to understand the value of time and the discomfort too. Also they need to handle their contractors more professionally, and priorotise their calls properly.