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

  820211 PO Box Philadelphia, PA 19182

• 

  Metergy Solutions Inc

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

  

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:21/01/2025

  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 would like to make a complaint against the sub-metering company – Metergy Solutions (Account: **********). I strongly believe I have been overcharged for Electricity, water and thermal ever since I have moved into my condo. I have performed a complete analysis of all my bills since Nov 2022 *** **** ******** *** ***** **** *** **** ******. **** ******** ** *** recent communication between me and Metergy wherein, they have failed to provide a satisfactory resolution to the concerns I have raised.

  Below are my main concerns:
  1.Over-charging/Over-billing/inflated meter reading
  2.Relying on estimated reading instead of actual reading
  3.Refusing to send a technician for inspection unless I pay for the services
  4.Not sending bills on time
  5.Not following instructions to cancel auto-payment or pause payment
  6.No formal complaint raised despite requests
  Explanation:
  1.Over-charging/Over-billing/inflated meter reading:
  I am a single person living in a one-bedroom condo. I do not have any heavy duty or non-standard appliances. I am an environmentally conscious person and am very careful when it comes to energy consumption of any sort. I only use the washer dryer once a week on a weekend. I do not watch tv for more than 30 mins in a day. I use my kitchen exhaust fan only on Sundays which is when I cook. I almost never use the oven as I do not bake. I have never used the dishwasher even once. Most of the days my electricity usage is limited to just the lights in the living room, very minimal microwave use, coffee machine and refrigerator. Moreover, I am at the office 3 days a week.
  I have also enquired with other neighbors about their bills and have been told it ranges from $50 to $75 a month. ** *** *** *** **** *** ******** analysis, the average of my bill is $143 which is extremely high for my current living situation.
  In addition to the already high bills, I have also noticed some other anomalies. I was out of the country from Feb 9th to Mar 7th 2024, but my bill for that month was still over $100. My thermostat was set to off the entire period. There was no running appliance during this period with the exception of the refrigerator.
  The building switched from cooling to heating on Oct 10th 2024 and I did not turn on the thermostat even once but was still charged $36.83 for heating in the Nov 2024 bill.
  I used heating just once for about 2 hours for the entire month of November 2024 and was still charged $42.96 for heating alone (ACT consumption as per bill).
  I kept track of my heating usage for Dec 2024, and my daily usage is about 2 hours for the entire day (sometimes much lesser than that). Despite this, I have been charged $75 for that month.
  2.Relying on estimated reading instead of actual reading
  Most of the bills show estimated reading for water and thermal. I was told by Metergy that this is the system they follow when there is a technical difficulty to get the actual reading. However, I fail to understand how there are technical difficulties every month ** *** *** *** **** *** **** *********** ** ****** ** ** ********* 
  Moreover, I do not see any evidence at all where any adjustments are made to future bills to compensate for the previously estimated readings.
  In 2023, I contacted Metergy a few times on the phone, and they explained to me that the technical issue will be resolved and I should not face these issues any more. However, as you can see there has been no change. Furthermore, I was also told that the estimated readings are based on previous year readings of the same billing period. If this is the case, I have been continuously over charged, as prior to 2023 this condo was occupied by a family and their consumption would have obviously been much higher than mine.
  3.Refusing to send a technician for inspection unless I pay for the services:
  When I had contacted Metergy in 2023, I requested if they could send a technician to inspect if there was any issue with the meter or AC unit given that the consumption seems to be too high for a single person. I was told that they do not have such a service for free unless I agree to pay for it myself.
  4.Not sending bills on time:
  I did not receive bills for several months and there was no notification until I raised it as a concern through their website.
  5.Not following instructions to cancel auto-payment or pause payment:
  After the billing issue was fixed, I was sent 5 bills in one go with an option to pay a monthly amount. Upon receiving this large bill, I contacted Metergy with concerns regarding over charging/inflated meter reading. I tried to cancel the auto-payment set-up but they do not have this facility on their website. I instructed them very clearly to cancel the auto payment as well as not to deduct the large bill from my account till my issues are resolved, but this was not followed ******* *** ******** *****.). They proceeded to deduct the entire amount putting me in financial difficulty for that month as I was holding on to that amount for another purpose. The auto payment was cancelled at a later date and no refund was offered.
  6.No formal complaint raised despite requests:
  I had requested to raise a formal complaint with the company via email, but this was not followed. ****** *** ******** ******
  

  Business Response

  Date: 20/02/2025

  A member of Metergy's Customer Relations team has been in contact with the customer to address their concerns. Metergy will be following up with the customer to provide additional supporting information. 

  Customer Answer

  Date: 20/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been told by Metergy that they are still investigating the matter.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 07/03/2025

  Metergy has completed the investigation into the customer's concerns and will be discussing the details and next steps with the customer on March 10, 2025. 

  Customer Answer

  Date: 16/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Metergy is going to give me a call on Monday March 17th to discuss further. But so far, there has been no explanation or result of their analysis shared.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/04/2025

  Metergy is in the process of scheduling a site visit for further confirmation of the functionality of the meters at the customers unit. 

  Customer Answer

  Date: 14/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a call from Metergy one month ago and they promised they would send someone to check the meter the week after without any cost charged to me. But I have not heard back from them yet. It has now been 5 months since I contacted Metergy initially with my issues and 3 months since I raised a formal complaint to BBB. These delays are causing a lot of frustration and I continue to be billed every month with the same inflated amount. Please assist in getting this resolved at the earliest.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 09/05/2025

  A member of Metergy's Customer Relations team will be following up with the customer within the week with next steps. 

  Customer Answer

  Date: 12/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a call from Metergy two months ago and they promised they would send someone to check the meter the week after without any cost charged to me. But I have not heard back from them yet. It has now been 6 months since I contacted Metergy initially with my issues and 4 months since I raised a formal complaint to BBB. These delays are causing a lot of frustration and I continue to be billed every month with the same inflated amount. Please advise how this issue can be escalated further as I am not seeing any progress with this. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/06/2025

  Metergy is currently in the process of scheduling a site visit to the customer's unit within the next two weeks. Metergy will work with the customer to schedule a date suitable for them. 

  Customer Answer

  Date: 12/06/2025

  I have not received any communication from Metergy yet. 

  Business Response

  Date: 20/06/2025

  A member of Metergy's customer relations team had connected with the customer to identify their concerns and address any issues they have. The representative addressed complaint in detail and we have applied the necessary adjustments to the resident's account as a goodwill gesture and inconvenience.

• Initial Complaint

  Date:21/01/2025

  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.

  I moved into my unit on December 1. Less than 2 weeks later, I received a bill for more than what I usually pay for a month's worth of electricity in a month. On Dec 18, the rep said there was an error and it would be corrected and I would receive a correct bill at the end of the billing cycle. On Jan 13, I received a call demanding payment for the incorrect bill. Once I told them to check their notes, he said the ticket was just closed and I would have nothing to worry about. On Jan 15, I received an email demanding payment, you guessed it, for the same incorrect amount. Just called Metergy AGAIN on Jan 16 and was told by the rep that the ticket was still open. I asked her to explain why the previous rep said it was closed. She then said it was closed and corrected. I asked why I am getting harassing calls and emails. She transferred me because she said I needed to speak with customer service. You can't make this stuff up. Add insult to energy, when I log into the account, it tells me that it is unable to show me the bills but it has no problem telling me to click the pay here button. Sorry, but I don't trust you.
  
  For additional information, I was forced to pay $50 for moving down the hallway to set up a new account. I live in the same building. The rep tried to sell me why it is needed. They couldn't even set up my new account as I spent 30 minutes on the phone with a rep trying to get them to fix it so I could log in to my account.
  
  There are MANY residents in my community going through horrific service with Metergy. The community group is discussing a class action lawsuit to get Metergy to 1) fix its billing practices and 2) address the unfair harassment for their mistakes and 3) address the new account fees when they fail to properly set up a new account (or even move addresses). Think about you. Do you have to close your credit card accounts and get a new one every time you move?

  Business Response

  Date: 22/01/2025

  The customer has filed this complaint with both the Better Business Bureau and Ontario Energy Board. Metergy has already been addressing this matter through the Ontario Energy Board complaint and will be providing the customer with a resolution by January 29, 2025.

  Customer Answer

  Date: 29/01/2025

  
  
  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:21/01/2025

  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.

  We were advised Metergy that we owed them $190.58 for a bill dating back to April 2023. We are the owners of this property but this utility bill should have been billed to are tenants. We have repeatedly advised them of the fact they have an error in their billing system for that month. They keep contacting us about this payment but have taken to action to fix this billing that was made in error.

  Business Response

  Date: 29/01/2025

  A member of Metergy's Customer Relations Team contacted the customer to address their concerns. The charges related to their tenant's occupancy have been removed from their account.  

  Customer Answer

  Date: 29/01/2025

  
  
  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:11/12/2024

  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.

  I've lived at the same address as stated above for 5 years with my electricity provided through Metergy Solutions. This year upon resigning my new lease (as of September 1, 2024), we were informed that we will now be required to pay for our water as well. Since this adjustment, we have not received a bill (last bill we received was in August). I've called them 5 times now, spoken with managers and have been told that there is errors in the readings and it's been escalated. On October 30, 2024 I was informed by a manager that our bill should be ready in a couple of days. I then followed up on November 14, and was told they are still waiting to hear the outcome of the escalated issue. It is now December 9, 2024 and we have received nothing for either electricity or water. This is going on 5 months without a bill. The service type for this would be both electric and water.

  Business Response

  Date: 13/01/2025

  A member of Metergy Solutions Customer Relations team has contacted the customer to confirm Metergy is actively addressing their billing concerns. We apologize for the bill delays and are working on a permanent solution.  

  Customer Answer

  Date: 13/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  No one from Metergy Solutions has contacted me. I’ve reached out and have been promised a call back, but with no follow through. I’ve now gotten the property management team involved and I’m still waiting for a bill to be provided. 
  
  
  Sincerely,
  
  
  
  ****** **************

  Business Response

  Date: 29/01/2025

  A member of Metergy's Customer Relations team has contacted the customer to discuss their concerns. The customer has been advised that their account has now been billed up to date and that payment options are available.

  Customer Answer

  Date: 29/01/2025

  
  
  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:03/12/2024

  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.

  Have not received a bill since June 2024 even tho I am on ebill. Call and email at least twice a month and keep being told I will get a bill in 2 weeks. 5 months later and still no bill and same runaround with no answer or bill. I continue to make estimated payments but fail to understand why a national company can't fix the issue and send a proper bill after 5 months.

  Business Response

  Date: 13/01/2025

  A member of Metergy's Customer Relations team has contacted the consumer to advise their billing concerns have been escalated, and billing will resume shortly. 

  Customer Answer

  Date: 16/01/2025

  Technician was here January 6 and said meter was now transmitting.  Metergy then sends an email saying billing issue should be resolved within 30-60 days.  Just wondering why it will still take another 1-2 months when it is now already over 6 months since I brought the issue to their attention.  I do thank BBB for getting involved as I think this made them finally take action but wondering why one has to resort to this to get action.

  Business Response

  Date: 27/01/2025

  Metergy is committed to ensuring the accuracy and reliability of our billing process. Before issuing any bills, we conduct a thorough review of the collected consumption data to verify its accuracy. This involves cross-referencing the readings and identifying any anomalies or irregularities that may require further investigation. Our goal is to provide customers with precise and transparent billing that reflects their actual energy usage.

• Initial Complaint

  Date:17/10/2024

  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.

  So for the last 2 years and a few months, my roommate and I have been charged for at least 200 dollars every month for water and electricity bill. We thought it’s really high but we had no base to claim so. However, my roommate and I travelled this summer for a couple of months and no one was using the apartment and we were still billed 200+ dollars for electrity and water bill. This really made me realise we have been incorrectly charged for the past 2 years. Specifically for water, as the majority of the bill came from water consumption which was indicated on my meter account.
  
  We talked to the building management and they said they checked for possible leaks and there was no problem. So they kind of said it’s not really their problem. I talked to Metergy and they said nothing is wrong with their meter, although I don’t know how they know that considering they sent no one to check in person, so I asked them if they can send a technician over to check and they said it’s gonna take 8 weeks and I have to pay out of my pocket to do that which I found ridiculous.
  
  Furthermore, I looked at the chart showing the usage and it looks like we are billed for over significantly more than the building average. Everyday consistently. So I really think there is something wrong, either an undiscovered leak or inaccuracy with the meter. I have escalated the issue with Metergy and they told me they will get back to me next week which was 3-4 weeks ago so I doubt they will actually try to help with this unfortunately.
  
  My roommate and I can also easily prove our absence in the country for 2 months( flight tickets and etc) so I really want to resolve this and potentially get our money back. We have been billed astronomically large bill every month.
  
  I just started my full time job after university, and this is a great financial and mental stress for me, I really hope you guys can help me with this situation.

  Business Response

  Date: 07/11/2024

  We thank the customer for bringing this matter to our attention and have had a member of our customer relations team contact the customer to review their recent bills and has escalated the issue for further investigation. Metergy has confirmed with the customer that we will be following up with them upon completion of the investigation. 

  Business Response

  Date: 07/11/2024

  We thank the customer for bringing this matter to our attention and have had a member of our customer relations team contact the customer to review their recent bills and has escalated the issue for further investigation. Metergy has confirmed with the customer that we will be following up with them upon completion of the investigation. 

  Customer Answer

  Date: 20/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not received any update from them when the representative Waajid told me that I would get an update from the management team on Tuesday November 5th, it has been almost 3 weeks and I still have not received anything. I have called them since then at least 2 times, for which they didn’t have an update. 
  
  
  
  Sincerely,
  
  
  
  ******** ************

  Business Response

  Date: 03/12/2024

  Metergy's investigation is still ongoing, upon completion Metergy will provide the consumer with the findings and next steps.

  Customer Answer

  Date: 10/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  it is not resolved yet.
  
  Sincerely,
  
  
  
  ******** ************

  Business Response

  Date: 29/01/2025

  Metergy continues to investigate the customer's concerns and have placed their account billing on hold while the investigation is ongoing. The consumer has been advised that an update will follow within 3 business days. 

  Customer Answer

  Date: 11/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  still not resolved
  
  
  
  Sincerely,
  
  
  
  ******** ************

  Business Response

  Date: 22/02/2025

  Metergy has identified the issue is working to resolve the matter. An update of the progress will be provided to the consumer on February 24, 2025.

  Customer Answer

  Date: 27/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I still have not received the call I was told I would receive.

  
  Sincerely,
  
  
  
  ******** ************

  Business Response

  Date: 10/03/2025

  Metergy has advised the consumer that they will be contacted to schedule a date for a visit to their unit for further investigation. A date will be provided to the consumer within the week. 

• Initial Complaint

  Date:04/10/2024

  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 a renter and my property management company uses Metergy Solutions. I did not receive monthly billing for approximately 6 months this year (I received a bill in January/February and then not again until the end of August). I contacted Metergy several times about this and was told that there were problems with the meter readings. Metergy also indicated to me that I would eventually receive one bill accounting for that time when the issues preventing the meters from being read were addressed. This alone was ridiculous. It is not acceptable to go for over half a year without providing proper meter readings and then send one lump sum bill expecting customers to pay a bill totaling more than $1000 due to a business' inability to manage equipment properly.
  
  When I received the outstanding billing at the end of August I contacted Metergy as I was informed (by both Metergy and my property management company) that everyone impacted by this situation would be able to create payment plans with Metegy that would be free of interest and late fees. Consequently, I paid the most recent bill in full (in mid-September) and arranged for a payment plan to pay down the previous six months of back bills, with an agent over the phone. This payment plan is set to begin mid-October where I will pay an additional sum along with my monthly bill. However, since that time, Metergy has taken to harassing me (and my neighbours) over the outstanding balances. In the last 8 days I have received 3 phone calls, 3 text messages, and 3 letters (the last of which is a disconnection notice for a supposed outstanding balance). I did speak to an agent over the phone and when I indicated I have a payment arrangement in place he did confirm that, but continued to try to pressure me to pay the bill in full. Since that conversation I have continued to receive phone calls, texts, and letters. This is completely unacceptable! My property management company is aware of the situation but has not stepped in.

  Business Response

  Date: 28/10/2024

  Metergy is no longer the billing provider for the customer's property and as such will not be taking any actions towards disconnecting the unit, and the agreed upon payment arrangement will be honored. 

  Customer Answer

  Date: 28/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: in my recent communication with the company, the customer service agent informed me that they could stop the harassing phone calls, texts, etc., for the month of October, but they may continue after that and I would have to call every month to ask for it to be stopped. This is unreasonable.
  
  
  
  Sincerely,
  
  
  
  ******* ** *****

  Business Response

  Date: 11/11/2024

  Metergy has placed a hold on the consumer's account to stop the calls and texts as requested for an additional month, however it is important to note that the calls are automated and based on the account balance. 

  Business Response

  Date: 19/11/2024

  A member of Metergy's Customer Relations team has advised the consumer that the agreed upon payment arrangement remains in place and the email received does not override it. 

• Initial Complaint

  Date:11/03/2024

  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.

  In November 2023 I contacted the company for my bill and was told that there was or is an issue with the replacement and/or service of my meter which is one of 50 in my building. I received an email once a month apologizing for the inconvenience caused and that there will be no late fees and time to pay the bill. The bill finally came a week ago in the amount of $265.88!! On average I spend 50/month except in the summer with window units at a cost between 80-90 per month. I had paid all bills that were summer related so asked how they came up with this number especially if they weee unable to get the readings for over 4 months. No answer for this so I asked for a manager to contact me and three days later I have not received a call. I explained that I am on LTD so half the income due to irreversible damage to my lungs from Coronavirus so cannot pay the bill in full. I also stated that this was their fault and we should not have to pay four months of bills especially with no proof of how? Today after paying the above amount over a week ago I received a letter /NOTICE to pay 204.24 to avoid disconnection proceedings! So again I called and was told the bill is actually 244.30 because a new bill was just processed when I only got the last one a few weeks ago and that there are late fee charges on all my previous not received bills! So not only are their apologies for inconvenience worth nothing but now I feel worth nothing because of the harassment, lack of a return call from a manager or any attempt to waive some of this expense that was not my fault!

  Business Response

  Date: 22/03/2024

  A member of Metergy's Customer Relations team contacted the customer and explained in detail their invoices and confirmed the delay was due to a meter exchange. The customer has been provided with a payment arrangement and a bill credit has been provided as well. 

• Initial Complaint

  Date:01/03/2024

  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.

  From August 2 to Feb. 5, Metergy Solutions has been charging me for the energy and utility usage in the WRONG unit at ** ****** ******. I live in unit ***** but Metergy has been charging me for the usage in unit ***. I have no idea what my REAL usage has been compared to what I paid. I have requested a call from Metergy management three weeks ago but have not heard anything. I received an email today from Metergy stating that they have set up a new account for me and are charging me set up fees again. I expect to see a spreadsheet of what I paid versus what I actually used and I expect to be compensated for this error.
  My account number at Metergy is **********. They are trying to set me up with a new account #**********

  Business Response

  Date: 22/03/2024

  A member of Metergy's management team has contacted the customer and explained all charges. All of the customers payments previously made have been transferred to the correct account. The customer is also being provided with a breakdown of the usage and charges as requested. Additionally a goodwill bill credit was also applied to the customer's account. 

  Customer Answer

  Date: 25/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I was never sent the spreadsheet (THAT THE MANAGER "JENAN" ASSURED ME WOULD BE SENT TO ME). This spreadsheet should outline what I was ACTUALLY charged for unit *** and was I SHOULD have been charged for unit *****.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 08/04/2024

  A member of Metergy's Customer Relations team has contacted the customer to provide them with the requested information.

  Customer Answer

  Date: 08/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. After another call (that I initiated) Metergy finally sent me the information I requested. I would appreciate it if the BBB could flag this company for sloppy administrative practices, poor, unresponsive, and unhelpful customer service. 
  
  
  Thank you,
  
  
  
  ******** ******

• Initial Complaint

  Date:30/01/2024

  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 reside in a 17'-0" wide x 22'-0" long bachelor apartment, approximately, 374 Square Feet.
  The company is billing me on an average of $150.00 / month.
  
  Here is what they have to say..................
  Currently, your account has been placed on hold due to ongoing communication issues with the meter, which are preventing accurate reads from being transmitted to our office for billing purposes. As a result, we’ve had to resort to employing estimated reads. It’s important to clarify that the communication issue does not affect the accuracy of the reads but only our ability to receive them from the meter. If resolving this requires a visit, please be assured that there will be no cost to you.
  
  I find this to be in complete contradiction.....I have been trying to resolve this for over a year to no avail. They don't want to use common sense here.
  
  I cancelled January 29th, 2024 payment and have informed them that I will continue to do such until this matter is resolved.....Here is what they had to say.
  
  When estimations are utilized, they are based on your actual consumption from the previous bill. The consumption for your unit, prior to Metergy’s use of estimated reads, was verified as valid with no issues found in the billed consumption.
  Upon the resolution of the communication issue all previously estimated consumption will be adjusted, and you will be billed for the actual consumption during that period.
  
  They will not budge..........I am currently seeking legal advice also, but I am unsure if I will be able to afford it.
  
  Please advise
  
  Thank you so very much for both your time and patience in this matter..
  
  Happy New year to all of you and your loved ones
  
  Respectfully...........**** ********* ( ******** ***** ***** )

  Business Response

  Date: 22/02/2024

  Metergy has resolved the meter communication issue and has issued the consumer revised bills for the duration of time that estimated reads were employed. All necessary adjustments have been made to the consumer's account. 

  Customer Answer

  Date: 22/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company has given me a credit of $249.93 for 4 months of overpaying. Although I appreciate this, this does not make up for the other 4-6 months.

  I also asked Samantha W. ( Customer Relations Specialist ) How they would re-imburse me for the distress and time that this has costed me to bring their problem to their attention and the countless hours I have spent talking to their Customer Support people?

  I have also asked them to reduce my billing to what it should be, and since they have made more or less an adjustment with a mean average of around $55.00, I am expecting that all of future billing will be around $100.00 instead of $150.00 give or take.

  Until they can answer the above questions, I would like to keep this open for discusssion.

  Thank you in advance

  Sincerely,
  

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

  Business Response

  Date: 22/03/2024

  Metergy has responded to the customers questions in detail and have extended an additional credit to the customer to compensate for the inconvenience caused.