Ottawa River Power - Pembroke, Ontario

Zoe O.

Moved out of my apartment a year ago, apparently the final bill was never paid. Both my email and phone are on file for contact but I didn’t give a forwarding address as again, thought the final bill was paid and I didn’t need to use this company at my new location. 1 week before Xmas I get called from collections. Called the Pembroke location and asked why I wasn’t contacted outside of a letter in the mail to my old address, the lady on the phone told me they can’t call everyone when their bill is late. I understand that, but when it’s about to be sent to collections and you haven’t received anything back from the customer the respectable thing to do is call/email them so they are aware of the bill and don’t have their credit tanked over a mistake they were completely unaware of. The lady on the phone had an immediate attitude with me. Horrible customer service.

CooperSM2

Honestly, probably one of the worst services/companies I've encountered. I've lived in this area for 15 years and they've never improved. Others have stated the reliability issues and it's a running joke in the Valley, so I won't mention it more.

Several times a year I will receive a Disconnection Notice either at the same time or even before I've even received my bill for that month. Incredibly, it's now taken multiple Canada Post strikes (not even the Pandemic) for them to join the current century and provide mediocre e-billing. The "bill" I receive is basically an AI typed email with a link, not even a bill attached or any official indication of the business they represent like a Cogeco or Rogers bill. Its akin to receiving an email from a Nigerian Prince demanding your money.

On that note, the website is also among the worst I've been forced to use. Not at all intuitive or user friendly and the account login is bugged more often than not, preventing you from seeing your bill (example below).

You are not currently logged in.

(Your login has expired or you have not logged in yet)

Please login again.

Their saving grace and the only reason I'm giving 2 stars rather than 1 is that the staff I've interacted with have at least been cordial and polite.

Be better!

Jason C.

Can never get through on the phones. If you actually get in contact with someone in the office via phone or email, they are always extremely rude.
Owners/management need to clean up the toxicity.

Actually service has been great. My area of town never goes out.

Dick E.

Receiving an email once a month with the heading of donotreply is not an acceptable email from ORPC. The heading the email at least have ORPC in it so I know who it from. I stopped to show my email and the office manager was not very responsive to my request. You would think that at least she would say she would check into seeing if OPRC could be added to the email so I know who it is from

Brad G.

July 2024:
Tried to cancel services ahead of time via provided form, 3 months later still being charged after moving.
July 2023:
Keep calling for phone surveys at night (last was 10:30 by the call log) asking questions completely irrelevant to the average consumer. Power flicks on and off continually, with longer outages semi weekly.

Lynn O.

Love ORPC. Better service and better prices than other hydro providers in the area.

Destiny D.

Sent me a letter stating they are shutting off my hydro, no pre phone call, no email, no text, just flat out we are shutting it off. I had paid all my bills on time so I didn't understand why and panicking sent $100 for the 88 that was overdue. Called them today and they said I have a credit of $120 because they sent the notice of disconnection before they even checked if I had paid my April bill so now I've paid twice for a bill. When on the phone women was nothing but ignorant when I tried explaining that you guys never even tried to call me to let me know what was going on so I could've explained l, she swore me up and down they called but I searched my phone record and they never did.

Jody N.

Have tried calling multiple times, when someone finally answered they were curt and rude. I have sent automatic payment with-drawl forms in twice already and am now sitting with an overdue notice because no one filed the paperwork... their website is very outdated and needs to have a function for consumers to set-up automatic with-drawl.