Reviews

Review Details

• Review fromWayne Y

  Date: 10/12/2024

  I was able to access the 1st bill issued on Nov 29, 2024
  There is a section on OTHER CHARGES that has unreasonably high charges, compared to *******, *** ****** *******. These two OTHER CHARGES items are:
  1. Account Set Up Charge of $50. Isn`t PowerStream ** ******* ******** I have another ******* residential account
  that charges an account setup cost of $20 only. Why is PowerStream more than double the cost, so expensive !!??
  2. Electricity Security Deposit of $100. What is this charge for? On the bill, it says:
  " A list of the applicable fees and charges on your invoice can be found at our website **********************************************************************,
  but this document is not existent.
  ***** *********** ** ******* ********  I have another ******* residential account that does not charge for any
  such deposit. Why is PowerStream charging such a high amount of deposit !!??
  Why is PowerStream so much more expensive **** ******** **** ****** ******* **

  PowerStream Energy Services Inc

  Date: 16/12/2024

  Dear *****,

  
  

  Thank you for reaching out to us with your concerns. While we are an affiliate of Alectra, please note that we operate as a standalone Unit Sub-metering company. We adhere strictly to the rules and regulations set out in the Ontario Energy Board's (OEB) Unit Sub-metering Code.
  
  Our setup fees and deposits are aligned with those of other Unit Sub-metering Providers (USMPs) in the industry to ensure fairness and consistency. If you are experiencing any challenges with making payments, we encourage you to contact our Customer Care department. They can assist you with information on payment arrangements or available government programs to help ease any financial burden.

  
  

  Thank you for your understanding. We are here to help with any further questions or concerns you may have.

  Wayne Y

  Date: 16/12/2024

  Why is ******* only charging me $25 with NO deposit, while Powerstream (an ******* comapny), is charging me $50 with $100 deposit? I did not see an explanation to that! I am not seeing how the Ontario Energy Board code is different for the two companies, but I do see the bill difference (setup fees) being $125 more!!!

• Review fromDivya B

  Date: 19/09/2024

  Just received my first bill and called them only to understand what is my usage and what am I being billed for. The customer care *** **** ***** has an agent named CORY, *** *** ***** ********* ******* ************* *** ****** ** ***** ** ********* ****. Mentioned to her that we did not stay in the unit for 15 days and hence, wanted to understand the usage, but she ****** said, you have to pay what your usage is, with no explanation given. Is this what ******* and Powerstream provide as customer service and that too for a first time customer. Really! No doubt, they have a 1.7 star review. On asking me to transfer to another agent, she transferred me to a voicemail. Really saddened by this behavior. Have left a voicemail to someone named Eric, hoping someone would call back!. But the first experience has been really horrible.

  PowerStream Energy Services Inc

  Date: 23/12/2024

  Thank you for taking the time to share your feedback regarding your recent experience with us. On behalf of Alectra/PowerStream, I want to sincerely apologize for the frustration and disappointment caused during your interaction with our customer care team.
  
  It is our goal to provide clear and supportive assistance, especially to first-time customers like yourself. We deeply regret that your concerns about your billing and usage were not addressed properly and that the interaction left you feeling dismissed. This is not the level of service we strive to deliver.
  
  We are currently reviewing your case and will ensure it is promptly escalated to the appropriate team for resolution. Additionally, we are taking steps to address the concerns raised regarding our representative's handling of your call, to ensure that such situations do not occur again.
  
  We understand how important clear communication is, and we are committed to making this right. A member of our team will contact you shortly to address your questions and concerns about your usage and billing.
  
  Once again, I apologize for the inconvenience this has caused. Your feedback is invaluable to us in improving our services, and we hope to have the opportunity to restore your confidence in us.
  
  Thank you for bringing this to our attention

• Review fromTim L

  Date: 31/10/2023

  We have a meter reading issues but powerstream never try to resolve it but keep overcharging instead. I had made several call to customer service but they keep fooling me away that they are going to fix it. It has been half year already but nothing has been done. This company really making me frustrating.