It took Ritesh Kumar a decade of hard work to save enough money for a property in St. Catharines, Ont., where he planned to open a cozy coffee shop with some apartments for rent above it.
But just after he bought the place and before he could serve his first cup of coffee, Enbridge Gas Inc. hit him with a shocking bill of $56,589 for services from July 2021 to December 2023, before he even opened in July 2024.
“I totally panicked,” said Kumar.
Kumar mentioned that during those years, no one from Enbridge reached out to inspect the property or inform him about any gas usage. Meanwhile, he was busy getting city approval and renovating the space.
For more than two years, Kumar fought Enbridge while also managing Christopher’s Cafe and becoming a new dad.
His initial complaint was lodged on Jan. 9, 2024.
Later on, he received an email from Enbridge’s customer service stating that his account had been billed incorrectly due to faulty meter readings, which the company confirmed to CBC.
Others also faced billing problems
Kumar isn’t alone; many customers have experienced issues with Enbridge bills over the last five years.
A couple in Ajax, Ont., received a bill exceeding $1,600 in 2023 due to infrequent meter readings and inaccurate estimates by the company.
The Ontario Energy Board, which oversees energy regulation in the province, examined these complaints and fined Enbridge $250,000 in 2022 for not meeting specific standards like timely meter reading.
Kumar got a new meter installed in October 2024 but still saw that $56,589 charge on his monthly gas bill. He then reached out to the office of Enbridge’s ombudsman.
‘There was no furnace,’ Kumar says
Jessie Foster, an analyst at Enbridge’s Ombuds Office replied to Kumar saying they had obtained readings starting from July 2021 when he acquired the property.
“Readings that have been provided to us confirm the consumption billed is valid,” read their email.
The ombudsman’s office pointed out they even turned off services in October 2022 and July 2023 “as consumption was being used but not being paid for.”</pp
Kumar found their response confusing.</pp
“How can they have a gas bill? First of all, there was no furnace here.”</pp
Kumar noted that since its construction in 1938, the building relied on hot-water radiators for heating. In early 2023, during renovations he hired Enercare to install five new energy-efficient furnaces-one for each apartment unit and one for the café itself.</pp![]()
Kumar says the furnaces were installed as renovations neared completion in 2023. Before that, the building used hot-water radiators for heating. (Diona Macalinga/CBC)<pp
The current gas meter measures consumption at both his café and four upstairs apartments-all currently occupied.<pp
Kumar’s monthly gas bills range from $100 up to $700 during winter months according to usage reports he shared with CBC through his online account with Enbridge.<pp
In some months he’s even overpaid his bill just so he’d have credit with them.<pp
“I’m a small business owner. I have a baby,” said Kumar. “I don’t know what I should do next.”<pp
Then on Feb. 3rd,, after responding via email regarding inquiries from CBC,
Enbridge gave Kumar surprising news:“After connecting directly with the customer and completing a detailed review of the account , we can confirm that previously reported charge was not correct,” said spokesperson Chloe Mills.
She explained:“Our investigation determined that high balance resulted from inaccurate meter readings.”Enbridge reduced Kumar’s bill significantly down from $56 ,589 total outstanding now stands around “approximately$6 ,200.”. The company mentioned it has “spoken directly with customer , who confirmed issue has resolved satisfactorily.”... However , Kumar isn’t fully satisfied yet.“I’m still questioning $6 ,000 gas bill & don’t agree amount especially considering building vacant during period questioned.”
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Enbridge gave Kumar surprising news:“After connecting directly with the customer and completing a detailed review of the account , we can confirm that previously reported charge was not correct,” said spokesperson Chloe Mills.
She explained:“Our investigation determined that high balance resulted from inaccurate meter readings.”Enbridge reduced Kumar’s bill significantly down from $56 ,589 total outstanding now stands around “approximately$6 ,200.”. The company mentioned it has “spoken directly with customer , who confirmed issue has resolved satisfactorily.”... However , Kumar isn’t fully satisfied yet.“I’m still questioning $6 ,000 gas bill & don’t agree amount especially considering building vacant during period questioned.”
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