ENMAX Customer Reviews
ENMAX is a Calgary-based electricity electricity generation, transmission, distribution, and marketing company that offers both retail and regulated rate option rates for electricity, and retail contracts for gas. In this article we summarize the customer experience with ENMAX, including ENMAX offers, terms and conditions, customer reviews, and more.
ENMAX Customer Reviews
ENMAX Customer Reviews - Summary
We have gone through various customer reviews for ENMAX in order to evaluate the customer experience with ENMAX. As people tend to express opinions only when they are either extremely pleased or extremely dissatisfied with their experience, some of customer reviews should be taken with a grain or two of salt. However, we have tried to look at customer reviews of ENMAX in detail, in order to identify some common themes.
ENMAX Customer Reviews - Positive
Customers with positive reviews of ENMAX have mostly noted its good value relative to the competition for its energy plans. ENMAX has a history of competitive offers; its recently-ended Choose Free plan offered one year of free electricity (up to $750 worth) for a five-year plan. Customers also looked upon ENMAX favourably for being locally owned (the City of Calgary is the unique shareholder for the company).
ENMAX has won awards for its call centre performance since 2010, and a few positive customer reviews have mentioned its good quality customer service, particularly with respect to other energy suppliers.
ENMAX Customer Reviews - Negative
Many negative online reviews of ENMAX have been related to customers unhappy with ENMAX's late/non-payment and collection/disconnection policies. These often detail special cases, though retail customers in the Calgary RRO area should be aware that they may be switched to paying the RRO rate if they are behind on bill payment (and in this case will be charged a security deposit). Some customers have also complained about high prices on their bills (customers on the RRO or paying variable rates).
Some customers have complained about a lack of communication on ENMAX's part, including not receiving bills, or warnings of impending service disconnection. As customers are responsible for monthly bills, even when they do not receive them, it is important to make sure that your contact information is up to date with your energy supplier, if it is ENMAX or otherwise. Other customers have also mentioned poor customer service with respects to making payment arrangements.
ENMAX Employee Reviews
ENMAX employee reviews are equally mixed between very positive and very negative reviews. Most positive reviews note good pay, benefits, and vacation, but many negative reviews note a poor working atmosphere, particularly with respect to team management.
Other Notes
ENMAX in the News
Scam Alert for ENMAX Customers
ENMAX customers, along with several customers of other RRO companies in Alberta, have been the subject of several phone scams over the years. Phone scams involving ENMAX have been reported in January 2015, in which ENMAX customers are being threatened over the phone of having their electricity cut off iff they do not immediately pay a supposedly overdue bill. ENMAX is NOT connected to these phone scammers, and anyone who receives a suspicious phone call from someone claiming to be from ENMAX should report it immediatelly to the Alberta Utilities Commission by telephone or email (find out what to do when you have a complaint or suspect malpractice regarding your energy supply).
ENMAX was the subject of controversy over executives' compensation in 2010/11, though the company has since made changes including shuffling up the Board and reducing executive salaries by 20%.
In March 2014, Global News ran a story about an ENMAX business customer who faced an almost $1000 monthly bill after a billing mix-up. All energy customers should remember to continue monitoring their bills even after signing up for automated payment, as mistakes can happen. Alberta Electric Utilities Act regulations allow regulated rate companies to collect undercharged amounts up to 12 months after the date of the error.
ENMAX Retail Offers
| Name | Energy Type | Rates |
|---|---|---|
| 5-Year Guaranteed EasyMax® Rate |  Electricity |
5 year fixed rate @ 7.79 ¢/kWh |
| EasyMax® Variable Rate | Electricity |
5 year floating rate + 1 ¢/kWh transaction fee |
| 5-Year Guaranteed EasyMax® Rate |  Gas |
5 year fixed rate @ $5.99/GJ |
| EasyMax® Variable Rate | Gas |
5 year floating rate + $0.99/GJ transaction fee |
ENMAX Terms & Conditions
ENMAX Late Payment Fees
ENMAX charges a one-time 3.25% late payment penalty on total current charges. Late payment charges apply 25 days after the current invoice date. This charge applies to both RRO and retail customers.
ENMAX Dishonoured Payment Fee
ENMAX charges $20 for any dishonoured payments (bounced cheque, NSF, etc).
ENMAX Contract Cancellation Fees
For EasyMax, ENMAX charges no early exit fees when given at least one month's notice. Customers can cancel their plan by contacting ENMAX Customer Care at 310-2010 (or toll-free at 1-877-571-7111 (find ENMAX Customer Care hours).
Moving With an ENMAX Contract
You must provide at least 30 days' notice to ENMAX of any upcoming change of address. Your contract will be continued if your new address is in an ENMAX service area, but if you move out of the province (or to an area not served by ENMAX), your contract will end on the date of your move.