Complaints

This profile includes complaints for Metergy Solutions Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Metergy Solutions Inc

  Markham, ON L6G 1B3

  
• 

  Metergy Solutions Inc

  PO Box 4638, Station A Toronto, ON M5W 5C7

  
• 

  Metergy Solutions

  820211 PO Box Philadelphia, PA 19182

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:22/04/2025

  Type:Billing 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.

  Inconsistent billing from the date I moved in. Closed my account and moved out August 30th. Received two bills in August in order to close my account. I have no been charged in December and January which have been reversed by my bank. Metergy continues to claim I owe them money. Upon further invesitigation, I have been charged twice a month since April 2024. I cant see the years prior in banking app but I'm sure these arent one off incidents.

  Business Response

  Date: 22/05/2025

  Metergy has reviewed the customers complaint and can confirm that Metergy experienced a bill delay that caused the customer to be receive their final invoices late. Metergy can confirm all charges are valid and no overpayments have occurred. 

• Initial Complaint

  Date:14/04/2025

  Type:Billing 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.

  My wife and I own a condo unit a *** **** ******, Unit #*** in Ottawa. The condo board or management company switched to Metergy Solutions a couple of years ago to manage the sub-metering for electricity for each unit. Last year (2024) a period of 4-5 months went by without any billing and Metergy finally came forward acknowledging a billing issue which was finally resolved and clients were required to pay one large bill to rectify. However, on our Metergy account, the same billing date appears 4 times with different amounts charged and transaction numbers.
  
  Moving forward, we have noticed that billing is 30-40% higher the last 2 months compared to the same 2 months last year for our Metergy electricity billing. Many other tenants and owners in the building have also noticed and have been complaining to the BoD and condo management company. Further research online shows others in the Province also complaining about increased "usage" charges from Metergy, while we remain convinced that Metergy has been engaging in gouging of electricity billing charges. ****** *** *** ****** ********** ******** *** ***** *************************************************************************************************
  
  I addition, we have reached out to the Ontario Energy Board to file a complaint with them -- ************, and requesting that BBB also reach out to Metergy as the company's method of rationalizing increased consumption is not in alignment with the % increase in monthly billing. Finally, we have asked Metergy to provide us with one full year of monthly billing usage, total $ amount charge per month and all electricity costs and fees for each month, so to compare 2025 bills with 2024.
  
  We have paid the 2-month billed amounts totalling $170.15 to Metergy, as we suspect the company will simply refer out bill to a collection agency and affect our immaculate credit score. We are asking BBB to contact Metergy to help us acquire the accurate monthly totals.

  Business Response

  Date: 24/04/2025

  A member of Metergy's Customer Relations team has contacted the customer and has addressed their concerns with them. 

• Initial Complaint

  Date:07/04/2025

  Type:Billing 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.

  Seeking compensation where we were overbilled/overpaid (ie for over 15,000L/mth for water that was not used by our newly built single unit condo with new meter and connection problems). The builder and occupant validated that there were no leaks or faucets left open in the unit over the approximately 8 month period of anomalies.

  Business Response

  Date: 07/05/2025

  A member of Metergy's Customer Relations team contacted the consumer to address their concerns. The consumer was advised Metergy conducted a thorough investigation into their water consumption and has provided them with the details. 

  Customer Answer

  Date: 07/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/04/2025

  Type:Billing 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.

  Metergy is in charge of billing for our electrical and water consumption. The condo in question has been vacant since January 1, 2025 to present day April 4, 2025. Following review of the billing and consumption, we are being overcharged and they are not reading our consumption accurately. I repeat the condo is vacant and the usage indicates that the condo is consuming more than the building average. This is ********** reporting and billing and we would like it investigated.

  Business Response

  Date: 05/05/2025

  A member of Metergy's Customer Relations team has been in contact with the customer to confirm the issue has been identified and Metergy is actively working to resolve the issue. 

• Initial Complaint

  Date:04/04/2025

  Type:Billing 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.

  For some odd reason, ever since October Metergy has said they have not received a payment. Every month I’ve been getting a credit collections email from them saying I have an overdue amount so I paid it through my bank as a payee (which the info hasn’t been changed) and now suddently my payments are going elsewhere?
  I’ve emailed their customer care unit with proof of payment all 7 screenshots between December through to March and recently called them and was informed that they HAVE received the 2 payments from March but the others are STILL missing.
  I’ve been waiting for over a week and just seem to find it unfair that I have given all the prof which is quite sufficient and now I have to wait for THEM to complete theirs WHILE holding on to MY funds?!
  * **** **** *** ******* *** **** **** *** *** ***** **** *** ********* *** *** **** *****

  Business Response

  Date: 15/04/2025

  A member of Metergy's Customer Relations team contacted the consumer to confirm their payment history and account status. The consumer's account is up to date and all collection activities have been stopped on their account. 

  Customer Answer

  Date: 15/04/2025

  I am rejecting this response because: 

  Yes they said my account has been updated and payments stopped but I have yet to receive my $400+ back. To me, this is not resolved until the funds have been deposited back into my bank. Would be nice to know when the date of that will be happening. Thank you

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/05/2025

  Metergy is currently processing the refund for this consumer. 

  Customer Answer

  Date: 09/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have personally called Metergy and got ahold of an agent whom was actually very helpful and was able to get me my refund. I appreciate your assistance on helping with this matter. 
  

  I am satisfied with the result therefore, case closed. 
  
  Thank you,
  
  
  
  ***** ****

• Initial Complaint

  Date:31/03/2025

  Type:Billing 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.

  Metergy made inaccurate readings of my thermal charges for multiple months. In the most recent March 2025 bill for Feb-04 to Mar-06, Metergy billed 1575 kwh for an apartment less than 1000 sqft. In the February 2025 bill for Jan-03 to Feb-04, Metergy billed 1068 kwh when my AC was off due to broken parts for almost the entire January. There are a couple of very questionable practices in the billing statement. Firstly, the Previous Read is always 0 which contradicted with the common practice where the readings are incremental from previous months. If Metergy doesn’t reset the meter, then it’s double charging for what’s paid already. If Metergy resets the meter, then it opens other questions as how do I know if and when the reset was done? Is it done properly? How to trace historical readings? How to ensure the readings were what was billed given that it’s reset? Secondly, the pure amount of kwh used is insane for the size of the apartment when compared to how much it costs for other similar sized apartments in New York City, especially considering this is a new building with high energy efficiency ratings. Metergy needs to explain to its customers on the anomalies and be a good and trustworthy company.

  Business Response

  Date: 10/04/2025

  The customer has been communicating with Metergy's customer specialists and call centre management team regarding their high usage. There seems to have been some confusion in how the customer understood the charges for electricity, however, these were discussed with them (we involved the property management team as well), as the customer has a lot of "unit-specific" concerns, outside of Metergy's scope, that had to get addressed by their building team. The customer has been asked to connect with their site directly if they have questions about appliances/HVAC units, etc., in the unit... Metergy addressed all meter usage concerns.

• Initial Complaint

  Date:31/03/2025

  Type:Order 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.

  I'm extremely frustrated and disappointed with the ongoing issues I have faced since moving into my unit five months ago. As the sole energy provider for this building, I expect a level of professionalism and efficiency that has been entirely lacking.
  From the very beginning, I have encountered multiple problems, including:
  Being left out of the agreement details between my landlord and Metergy, including essential contact information and fee structures.
  A typo in my email address, which has caused significant delays in communication.
  Failure to receive invoices via email and an inability to access my account on your website.
  Repeated calls to customer service with no resolution—despite assurances, I still have no access to my account and do not receive invoices.
  An inability to reset my password because the verification code never arrives (not even in my spam folder).
  The only available payment methods involve additional fees, credit and debit card payments come with third-party charges, bank payments incur fees, and the option to mail a cheque is impractical and outdated.
  I am appalled by the negligence displayed by Metergy. Despite my numerous attempts to resolve these issues, I continue to face barriers with no real support from your team. This situation is unacceptable, and it is clear that your system is designed to impose unnecessary fees rather than provide a seamless customer experience.
  
  I demand immediate action to resolve these problems, including:
  Immediate correction of my account details so I can receive invoices and access my account online.
  A clear explanation of why this issue has persisted despite multiple complaints.
  A resolution to the excessive and unfair payment processing fees.
  This is, without a doubt, the poorest service I have ever encountered. It is no surprise that customers have no choice but to use Metergy Solutions, because if they did, they would take their business elsewhere. I expect a prompt response and resolution to this matter.

  Business Response

  Date: 07/05/2025

  A member of Metergy's Customer Relations team has contacted the consumer to address their concerns and provide further details. 

• Initial Complaint

  Date:11/03/2025

  Type:Billing 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.

  I am writing to express my frustration with the ongoing billing issue I have been facing since moving into my building on November 29th. On that date, I created an account with Metergy Solutions, but as of today, March 6th, I have yet to receive any bills for my account.
  
  I have called customer service every day, referencing my case number, in an attempt to resolve this issue. However, despite my repeated efforts, I have not received any assistance. I am consistently told that someone will contact me, but after four months, no one has ever followed up. The customer care representatives I have spoken with seem to be unable to provide any useful information or guidance, and their only advice is for me to call back and "see what happens."
  
  Today, during my most recent call, a representative named Samantha suggested that I visit your office in person to attempt to resolve the matter directly. This response seems unreasonable, as I have already been waiting for months, and it should not be necessary to visit the office for an issue that could be handled over the phone.
  
  This lack of communication and the ongoing delay is unacceptable. I would appreciate a prompt resolution to this issue and a clear explanation of why this has not been addressed in a timely manner. I expect to be billed correctly and for the matter to be resolved as soon as possible.

  Business Response

  Date: 20/03/2025

  A member of Metergy Solutions Customer Relations team has contacted the customer to address their concerns and confirm that their account has now been billed. 

• Initial Complaint

  Date:06/03/2025

  Type:Billing 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.

  Metergy made an error on the bill I received 17-Dec-2024. The bill incorrectly included that I used approximately 1,800 kWh on 29-Oct-2024, which is impossible, given that my 500 sq foot unit uses on average approx. 10 kWh/day.
  17-Dec-2024 I contacted Metergy via their electronic system to advise them of the error.
  24-Dec-2024 Metergy responded and told me that my bill issued in October was correct... but I was inquiring about December's bill, so I decided to call after the holidays.
  30-Dec-2024 I called and was told that they would investigate it.
  09-Jan-2025 I called and was told that the dept. investigating was "backlogged". I asked to stop autopayment, and the agent instead paused the autopay.
  20-Jan-2025 I was told there was no update to the investigation, agent paused autopay again, and I paid the Jan bill manually.
  Then, the letters began where Metergy threatened to send my account to collections, which would impact my credit score, if I didn't pay them the outstanding balance by 12-Feb-2025.
  06-Feb-2025 I called Metergy and was told there was no movement, and I paid them the outstanding balance on 06-Feb-2025, because there was 0 guarantee that my account would not be sent to collections.
  21-Feb-2025 I called and was told I needed a ticket number to escalate.
  25-Feb-2025 I called and was told I wasn't given the correct ticket number, and I requested to speak with a supervisor. I was told I'm not able to speak to a supervisor unless I get another ticket, which according to the agent meant that a supervisor would call me in 48-72 hours. That deadline has come and passed, and now I've seen that Metergy has taken the money that I've already paid from me on 27-Feb-2025.
  So now, I've been overcharged, been incorrectly advised by customer service, and been made to pay an incorrect bill of $397.95 twice - once manually 06-Feb-2025 and once via their autopay on 27-Feb-2025. I want all of my overcharged money back. Not as a credit, but back to me.

  Customer Answer

  Date: 24/03/2025

  Apologies for the delay in reaching out. The lack of consistent and clear communication from Metergy is insanely frustrating. I'm not surprised that they didn't respond to the BBB regarding the complaint. 
  
  However, Metergy has finally taken steps to resolve my issue! 
  
  Outline of events from 03-Mar-2025 to present: 
  03-Mar-2025: I had called Metergy before submitting the BBB complaint but was not able to speak with anyone. After submitting my complaint to the BBB, an agent called me back. I explained the issue I was having, the experience I had to date, and was transparent with them that I had made a complaint to the BBB. She asked me to email a void cheque so that the money that should not have been taken from me via autopay would be returned. That same day, a Supervisor finally called me, apologized for the situation, and said that I'd receive my money and another call in 1-2 days. 
  13-Mar-2025: I called Metergy because I hadn't received my money or a callback. The agent said that it actually takes 10 days for a transfer of funds to be processed, but since we were at that, she'd escalate to a Supervisor and also put in another ticket for a Supervisor to call me back.
  17-Mar-2025: I replied to the void cheque email that I sent asking when I would receive my money back, and also following up on the Supervisor callback.  
  18-Mar-2025: I received a payment from Metergy to the amount of $397.95 which was what they took via autopay on 27-Feb-2025. 
  21-Mar-2025: Metergy emailed me back apologizing for the inconvenience, advising that the money had been returned, and also that they escalated my account to the Management Team for a Supervisor callback. I also received a confusing automated email that I'd be receiving 4 bills for the period starting 01-Oct-2024, so I checked my online account, and it looks like they credited me for the overcharge from the 17-Dec-2024 bill and are working towards correcting the usage during that period.
  I'll continue to be paying very close attention to the correspondence received, as well as my online account for changes. 
  
  While I'm happy that things are progressing, it was an unnecessarily long and arduous path to this resolution. I'm concerned for other customers because while I'm very persistent, refuse to take no for an answer when there is an obvious solution, and have the means and time to have kept after them, that's not the case for everyone. The overcharge could have easily sent me into overdraft and while luckily it didn't, it caused a lot of financial distress and unnecessary anxiety. 
  
  I am very grateful for the BBB because I didn't know what else to do and I felt a lot of relief to feel heard by someone. Hopefully my complaint helps others, and I think that had I not submitted it, I might still be waiting and following up with Metergy to get my money back. 
  
  Thank you,
  *****

• Initial Complaint

  Date:25/02/2025

  Type:Order 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.

  Metergy solutions has been giving my private account information to someone else not associated with my household as i live alone. They will never respond to my requests and this is a massive breach of my information and has been happening once a year for 3 years now. They change my email to someone elses' without my authorization and have never investigated the issue.

  Business Response

  Date: 19/03/2025

  A member of Metergy Solutions Customer Relations team has contacted the consumer to address their concerns.