Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 11/21/2022
  amount owing 917.61$
  reduction on the water bill
  
  
  This regarding the charge of 917.61$ outstanding on my hydro bill. After speaking to an employee at CARMA, they stated that 402$ was charged to my account over the last 3 months for "water only". There is an outstanding past due amount on my account which I am aware of. Although the charge of water is substantially high. Its just myself and my daughter that is 10 months living in the condominium. I do not utilize the dishwasher, and majority of the time I use the laundry mat to do my laundry. I have had an issue with the toilet not working properly and have contacted the landlord to fix the issue. (The issue has been resolved)
  
  The business has not tried to resolve the problem.
  
  Thank you,
  
  ******** *************

  Business Response

  Date: 23/11/2022

  Carma purchased Priority Submetering in July 2021 and took over the billing of the customers building in September 2022.  At the time of the building transition Priority the customer was carrying a previous balance outstanding balance of $322.  Although the customer has been making regular payments, they were only for a portion of the invoices never reaching a zero balance. 

  Priority was billing behind when Carma took over the billing which resulted in the bills issues in September and October being for multiple months.  September's bill for 60 days (May 17th to July 16) and October's for 92 days (July 16th to October 16th.  The average for 5 months of billing is $126.50 for both water and electricity.  In total Carma has billed the customer for $637.35 of that $237.90 has been for water.

  The customer called the Carma call centre October 17th, November 10th and November 11th asking about the bill and was told by each agent about the carried over balance and multiple-month bills each time. She was also offered a payment arrangement as well as directed both OESP and LEAP for financial assistance each time.  

• Initial Complaint

  Date:27/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 14th Oct a pre authorized payment of $361.41 from Carma was charged to my bank account. Upon calling numerous numbers I found out that Carma acquired priority submetering recently and started to charge tenants from **** ******* ***** **. I have left the unit in Oct 2018 and I was surprised about the charges and Carma agreed (in an email) that they made an error by charging me. However they are refusing to refund the money and asking me to contact the bank to do a recall and the bank is saying the company should be able to refund the funds without any hassle but to do a bank recall they are asking me to walk in to a branch to make a formal complaint. I am unable to do that since I am out of the country (in Malaysia) until 2nd week of November. I am raking up a lot of phone charges calling the company and bank numerous times and wasting my vacation time for Carma’s mistake ( why are they still keeping my bank details almost 5 years after I closed the account with them- my Bank told me this is financial fraud and I should make a police complaint). The bank is also told me they need to charge me $20 admin fees so that Carma can’t charge me in the future. Carma is holding my money and refusing to refund it unless bank is making a recall (not sure if the Bank going to charge me for that too). Why I need to suffer and waste my money (phone charges from overseas and losing interest on the $361.41) when Carma is the one made the mistake but being a bully by not refunding my money immediately.

  Business Response

  Date: 03/11/2022

  Due to a system error through the building transition the customers
  information was mistakenly uploaded.  This information has been removed and destroyed.  The issue has been escalated internally and
  Carma has been in direct contact with the bank to have the funds withdrawn
  returned as well as the additional $20 in fees incurred by the customer. A
  customer service agent from Carma has been in contact with the customer to let
  them know the resolution.

• Initial Complaint

  Date:22/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought out previous utility company. Hot water rates increased 63% without notice compared to previous month. Customer service refuses to provide any information or take accountability. States I need to contact utility or property management, both who have nothing to do with the rate or even knew there was a change. Customer service refuses to respond to any email correspondence and call centre just dismisses all concern when it is their invoice and refuse to investigate.

  Business Response

  Date: 03/11/2022

  The rates the customer has been charged are correct for hot water in his area.  However, when investigating the issue at the customer's request, Carma was in contact with Property Managment for the building.  Property Management has requested that hot water be charged at the cold-water rate which is not standard procedure. Based on this new request, all invoices are being reversed and adjusted to reflect the requested lower rate. 

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,
  
  Name: ******* ********
  ******* ******* *********** ******** ** ***** *** *** ****
   
  I got an extremely high water bill(almost $500, 20x current usage) - with less usage as I was out of town for almost 2 weeks in the specific month. Nobody is picking up my calls can someone please look into this?
  
  Best,
  *******

  Business Response

  Date: 12/10/2022

  CARMA has investigated the customer's account and discovered an issue with the invoice in question.  The customer's invoice has been forwarded to the billing department for adjustment.  The customer should see the correction reflected on the next invoice.  Late fees have been waived for a month to allow for the adjustment. 

  Customer Answer

  Date: 12/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:25/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My lease ended on May 31, 2022 at my previous rental at *** ******* ** ** *********. As of this date, Carma has yet to refund my utilities deposit despite my repeated attempts at speaking with them via email and telephone. I've spoken with them numerous times and have been constantly given the run around and dismissed by them. As of Aug 26, a representative told me she cheque was being issued but that was almost a month ago with nothing done. I have filed a complaint with the Ontario Energy Board as well as filed a Google review. I simply want a return of my money that is being extortionately held by them for nearly 4 months.

  Business Response

  Date: 04/10/2022

  CARMA: The customer’s final bill was issued on June 3
  with a due date of June 24.  At that time
  the customers deposit was applied to the outstanding balance on account and leaving a credit.  An
  interest payment was then added to the credit.  At that time the customer's account entered to
  the refund process that takes on average 6 – 8 weeks. The customer called into
  CARMA in July and was told by the customer service representative an email was
  being sent the appropriate department to request his refund and that it would
  take approximately 6-8 weeks. The customer emailed in August regarding his
  refund, the customer service representative confirmed the mailing address and
  let the customer know they would request the refund cheque being sent as soon
  as possible.  The customer’s refund has
  been approved and will be sent out in the next cheque run. Customer Service
  Supervisor called the customer on September 30th and apologized for
  the extended timeline and let him know that his refund was approved and would
  be sent out next week.  The customer was
  satisfied with that and thanked the customer service supervisor.

  Customer Answer

  Date: 05/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I will accept your response when I am in receipt of the proper return of my deposit funds which I'm told I should finally receive this week. Given that I was lied to in August by the business regarding the return of my funds and are now in the 19th week since concluding my lease, I am dismayed by the callous disregard displayed here in returning improperly held funds. Your response failed to mention your own customer service representative highlighting that this case has taken significantly longer than usual to return my funds and that in her words, "no good explanation" could be offered for the significant delay.

  Accordingly, I would like a detailed breakdown of the receipt showing the final billed amount that is deducted from the deposit amount as I have little faith in the business to not attempt to improperly withhold additional funds given their unscrupulous prior behaviour. 
  
  
  
  Sincerely,
  
  ***** *******
  
  

  Business Response

  Date: 12/10/2022

  Customer Service Supervisor emailed ***** a copy of his final invoice as requested.  This invoice breaks down for the customer the application of the security deposit to the final invoice and the remaining funds that were refunded

  Customer Answer

  Date: 12/10/2022

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:31/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Water Submetering Issue - unable to read meter
  
  Account number **********
  
  We live in a townhouse complex and our original water submetering company is with Priority Meter. Priority Meter has been bought out by Carma Corp. (exact date unknown but approximately April 2022). Around the time of the changeover, our water meter has been unreadable (nothing is displayed).
  
  We have emailed both Carma Corp and Priority meter with this matter on June 13, 2022. Copy of email can be found in upload. Since then, neither parties have reached out to us to resolve this matter. It has been almost 2 months and their urgent attention is required.

  Business Response

  Date: 18/08/2022

  Water Submetering Issue
  - unable to read meter Account number ********** We live in a townhouse complex
  and our original water submetering company is with Priority Meter. Priority
  Meter has been bought out by Carma Corp. (exact date unknown but approximately
  April 2022). Around the time of the changeover, our water meter has been
  unreadable (nothing is displayed). We have emailed both Carma Corp and Priority
  meter with this matter on June 13, 2022. Copy of email can be found in upload.
  Since then, neither parties have reached out to us to resolve this matter. It
  has been almost 2 months and their urgent attention is required.
  

  CARMA: CARMA took over billing this residence
  February 2022.  The customer’s first two
  invoices were meter read invoices.  The
  problem has been identified and technicians are scheduled to be on site the
  week of July 29th to correct the issue and restore
  communication. 
  The customer emailed [email protected] on June 13.  This email was forwarded to a Senior Customer Service Representative to
  investigate.  On June, 21, after reaching
  out to other departments for the information required, the Senior Customer
  Service Agent responded to the email dated June 13th.  This email outlined that Carma was aware of
  the issue and were further investigating to determine the root cause and what
  actions would be necessary to correct it.  The customer was also informed that the customer usage would continue to
  be estimated until the communication issue was resolved.

  Customer Answer

  Date: 19/09/2022

  I would like to tell you that the technicians of Carma Inc. came to my home to replace the water meter and operating to work yesterday.

  Thank you for your assistance.

  Sincerely,

  ********* *****