On Jul 14, 2006 I called Enbridge Gas Company to cancel my Heating Protection Plan effective immediately. Their sale representatives transferred my call to Direct Energy Customer Service; I told her I want to cancel my plan. Direct Energy Sale Representative told me “I can’t cancel your plan; you signed up 12 months contract with us from Feb 2006 to Feb 2007. You do not get refund the money”. I told her I didn’t sign up any contract with Direct Energy. I signed up my Heating Protection Plan contract with Enbridge Gas Company since Feb 2001. I paid full year for heating protection plan. Now I want to cancel it but I don’t get refund back.

In February 2001 I signed up a Heating Protection Plan with Enbridge Gas Company. Every year I called them renewal my plan in January. Two years ago, I called them to renewal; their sales representatives told me “you don’t have to call every year, if we don’t hear from you, your heating protection plan will automatic renewal”. I said to her “it is a good idea; it saves my time to call”.

2 months ago I received a call from Direct Energy; one of their sale representatives asked me my gas bill account information. I told them I don’t have any contract or account with them, I won’t tell her my gas account information. I told her my gas company is Enbridge Gas. She told me according their record they have my account. I told her “No, I don’t”. After I hang up the phone I was curious! Next day I called Enbridge Gas Company, I asked one of their sale representatives “Why Direct Energy told me I have an account with them?” Sale Representative told me, their company distributes gas only; Heating Protection Plan is under Direct Energy. I was so shock. How come I don’t know? Why I didn’t receive any letter from Enbridge Gas Company? If I know, I will stop my heating protection plan. I don’t like to deal with Direct Energy. I never pay attention my gas bill because it was set up pre-authorized withdraws. I trust Enbridge Gas Company but they betrayed me again.

Why I said again? It was a long story. In 1997 my furnace was broken; it was a cool winter. My house was so cold without heat. I called Consumer Gas Company came to check my furnace. A technician came to check my furnace; he told me “it needed to replace a new furnace”. I told him “OK”. He called Consumer Gas to send a Sale Representative to my house for estimated. He told me “your house needs a high efficiency furnace”. I told him it is OK. Please install the new furnace as soon as possible. 2 days later they came to install the new furnace and I paid the high efficiency price. 3 years ago when I installed new windows, Window Company applied the Government Rebate Program for me. They sent someone to check my house and furnace before installed the windows. He told me “you have a medium efficiency furnace”. I replied “No, it is a high efficiency furnace.” He said “No, it is not.” He taught to me how to read medium or high efficiency. Few days later, one of my friends came to visit me. He is a licensed air conditioning technician. I asked him to check my furnace. He said, “it is a medium efficiency furnace, not high efficiency”. I was so upset. Next day I called Enbridge Gas Company, I complaint to them; he told me Gas Company has been changed to Enbridge Gas Company; they can’t do anything for me. I was so mad and upset. I thought big company wouldn’t cheat their customers; I was wrong. I trust them; but I got cheat from them.

I just want to let other consumers know, don’t 100% trust the big company. Think carefully before you sign the contract with Direct Energy or Enbridge Gas Company. It’s hard to break the contract with them.