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:14/11/2023

  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.

  Our hydro bill went from an average of $55-60 to $250 this month. When we asked Metergy for an explanation, they said that the past four months they have been charging us "estimates" of our meter, and so now they have the "actual" meter reading they're saying we havent paid enough. It is just not acceptable for them to say "Oops, that was just an estimate, here's the actual bill four months later". It should be their job to charge us accurately in the first place. They should be accountable to fix meters if there was something wrong, not charge customers estimates.

  Business Response

  Date: 24/11/2023

  A member of our customer relations team has contacted the customer to explain the communication issues we experienced with their meter, resulting in estimated bills. The matter has been resolved and we apologize for any inconvenience this may have caused. The customer has been provided with a breakdown of their usage and a credit has been applied to their account for any inconvenience. 

  Customer Answer

  Date: 27/11/2023

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

  I would like confirmation that moving forward we will be charged accurately every month and not receive lumpsum charges.

  I would also like to pay the remaining balance over four months as I should have been made to do in the first place.

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

  Business Response

  Date: 06/12/2023

  A member of our Customer Relations teams has contacted the consumer to confirm that billing has resumed with actual reads. Metergy has advised the customer that every effort will be made to maintain billing with actual reads but cannot provide an absolute guarantee. The customer has been made aware that they may setup a payment arrangement at their convenience. 

  Customer Answer

  Date: 06/12/2023

  
  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:01/11/2023

  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.

  On Sep, 29th 2023 I accidentally paid a bill to this company that was supposed to be another. A week later I was made aware of the mistake, so on Oct 6th I was told the money would take 15 days to be sent back to me. Fast forward to Oct 31st and I still haven’t received the money and Metergy hasn’t sent the money. I was told that the money was sent a week ago by one of their representatives only to find out today that that wasn’t true.

  Business Response

  Date: 09/11/2023

  A member of Metergy's Customer Care team has contacted the customer and confirmed their refund has been processed and completed. 

  Customer Answer

  Date: 09/11/2023

  
  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:25/10/2023

  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 Solutions took became the provider for my building and since then the rates have been considerably higher since taking on the job. It wasn't until taking a look at my bill the Metergy solutions is adjusting the bill and the rate of usage bill to bill as they please, as well as charging me a "delivery fee" that is around 75% of my bill—which has nothing do with the service they provide. Subsequently the customer service at Metergy is so abysmal that reaching out to them for any support has been impossible infuriating and the excuses for the random pricing are usually overly verbose and non-sensical

  Business Response

  Date: 06/11/2023

  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 address their concerns. 

  Customer Answer

  Date: 09/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this explanation of the fees are satisfactory to me given the source of my issue apparently being  the Ontario Energy Board, as well as a credit to make up for the customer service experience up until this point  

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

• Initial Complaint

  Date:03/10/2023

  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 this building on June 14th, 2023, and since then I been having the same ongoing problem with excessive high Utilities charges. As a Tenant in this building, we are not given an option to choose a Utility Company of our liking. The building Owner has a contract for the building Utilities with a Company called “Metergy Solutions”. Prior to moving in, I researched this Company, and the reviews on it are horrible. Everyone complains about how excessively high their Utility Bill is, and how they often don’t send monthly invoices to customers and disconnect their services without notice. I expressed all of it to the Property Manager and was told to not worry about it. With my Rental agreement, I am only supposed to be paying for water and electricity, as heat is included with my rent. Since I moved in, my monthly bill for just water and electricity has been $190.00 for a single person, living in a 1 br apartment, who has never used the dishwasher (as I mostly order takeouts). I don’t do laundry often (I let it accumulate), and I mostly take showers at my gym. Also, there is no A/C in my unit to justify for these high charges. I have sent numerous e-mails to the Property Manager on this issue for months now, and I get the same response: Stating that the building Owner has switched to a cheaper fixed rate, as Metergy Solutions has a very expensive variable rate. But that has not been the case. Nothing has been done, they are just lies to keep the Tenants from leaving this building. I see many Tenants come and go. I offered a variety of solutions to this issue on my numerous e-mails, such as switching to a cheaper fixed rate, switching to another utility company to a rate that we can all afford, or even including in the rent $50 for water and $50 for electricity, as majority of other rental places offer when Tenants are not given an option to pick an utility company in their own. Nothing was done, and I was told that I can’t break my lease agreement.

  Business Response

  Date: 17/10/2023

  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 address their concerns. Metergy conducted a thorough investigation of the customer's consumption and have provided them with the results. It was also explained to the customer that Metergy is not responsible for setting utility rates and bills according to each customers individual consumption. 

  Customer Answer

  Date: 17/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I see that this Complaint was sent to the wrong Company. It was not supposed to be sent to Metergy Solutions but to the Building Owners @**, which I am currently a Tenant at. They were the ones who have been stating to have switched our utilities rates to a cheaper rater, but have not done so. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:20/09/2023

  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 send me a notice of overdue payment on 9/19/23. This was my first communication from Metergy - I had never heard of them. I tried calling them at the number in their email, but it was a dead connection. * ** *** **** ** **** ** * ****. **** ******** *** ***** ******  I would appreciate confirmation that this email was a mistake or, alternatively, an explanation of the claimed overdue payment. A payment cannot be overdue if notice of it was never delivered.

  Business Response

  Date: 02/10/2023

  We thank the customer for bringing this matter to our attention. A member of our Customer Relations team has contacted the customer to provide Metergy's contact information, the customer has also been provided with an explanation of their billing and payment due dates. 

• Initial Complaint

  Date:12/09/2023

  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 June, Metergy starting managing the water bills for my apt. building via ********** **********. On average, I was paying between $44 -$50 per month (w/ gov fees) for municipal water but since Metergy took over, the bills have doubled. Example: My water bill went from $44.51 in May to $84.89 in June. This is for a single person in a 1br apartment in an "energy efficient" building where the resident is never home. To make matters worse, Metergy customer service does not exist. If you call their number, you will stay on hold for hours and no one will ever answer. If you send an email to their customer service, the only thing you’ll receive is an Artificial Intelligence reply stating they received your email and that’s it. You will never receive a response to your inquiry or complaint. I've asked ********** ********** to get involved but it hasn't helped. 1. Is this a legit company? 2. Why is there no customer service? 3. Why has my water bill doubled since they started managing the water bill? I pay less for electricity! When I looked further into Metergy, it seems they are a ********** Infrastructure portfolio company based out of Canada. ********** ********** should be able to address this matter with Metergy but there has been no resolution as of yet. Any help you can provide would be greatly appreciated.

  Business Response

  Date: 28/09/2023

  A member of our Customer Relations team has contacted the customer to address their concerns. The customer has been provided with a breakdown of their bill charges and explanation of their increased bills. 

• Initial Complaint

  Date:21/08/2023

  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.

  The apartment complex I lived at switched to Metergy for utility billing halfway through my lease. The problems began immediately. Metergy seemingly mismanaged the transition causing bills to be delayed by months. When the first bill finally arrived, the numbers seemed surreal. On a per day basis, the Metergy bill appeared higher by 20% than any bill I had received prior to Metergy. The following two bills alleged my water usage was nearly identical despite me traveling significantly more in one of the billing cycles. I called customer service who immediately stonewalled me and repeated the same few lines from the script. Additionally, Metergy had no record of my moveout and initially said they would not accept my word that I had moved out of my apartment. I asked for further investigation into my bills and was told I would receive a call in 48 hours with a solution. Two weeks later I had not heard anything from them, so I called Metergy again. The customer service agent claimed to have no record of my earlier call or request and stonewalled me once again and was beyond **** and unhelpful.

  Business Response

  Date: 31/08/2023

  We thank the customer for bringing their concerns to our attention. A member of our customer relations team has reached out to the customer and has provided them with the information needed to understand their account which included a detailed breakdown of their bills and charges. We apologize for the previous customer service issues they experienced. The customer has been provided with contact details for any future follow up. 

• Initial Complaint

  Date:11/08/2023

  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.

  Been living at my apartment since the middle of February and have not received an electricity bill since then. Multiple other tenants have also not received a bill and we are all extremely concerned. They (Metergy) offered payment plans and a lack of penalties, but it has been months and they have not fixed their issue. The anxiety of not knowing when there being a large bill number to pay is terrible. Please note that the attached image was sent to me in May… this is taking more than a couple weeks.

  Business Response

  Date: 17/08/2023

  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 provide an update. The issue delaying the customers bills has been rectified and the customer has now been billed up to date. 

  Customer Answer

  Date: 17/08/2023

  
  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:11/08/2023

  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 moved into a brand new apartment building in October 2022. (**** *******) I was told I HAD to use Metergy Solutions as my energy provider. I have YET to receive a bill. It has been 10 months and they still give me the same run around. "Minor technical challenges" "We are still onboarding the meters and this has been escalated". I have called several times. I contacted the landlord with no response. Having this financial burden being unknown of how much my bill is going to be is very stressful. There are lots in this building with the same issue. This is unacceptable. I need something done.

  Business Response

  Date: 17/08/2023

  A member of our customer relations team has been in contact with the customer and was able to confirm the technical issues preventing the customer's account from being billed have been resolved. The customers account has now been billed up to date. 

• Initial Complaint

  Date:10/08/2023

  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 has been administering billing and payment for electricity for my condo since 2017. Payment has been by automatic debit. In Jan 2023 billing and debiting stopped and nothing has been received since (now Aug). The last bill received and debited in Jan has been cancelled in error and there is now a credit on the account. I have called cust service every month this year with no resolution. Agents claim a lack of meter readings and that they are working on the problem. Three formal investigations were reported but no resolution. Agents have no other information, no authority to escalate the situation and cannot forward me to a suprvisor.

  Business Response

  Date: 29/08/2023

  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 provide an update. We have been able to resolve a communication issue that was causing the delayed bills and have provided the customer with their updated bills. 

  Customer Answer

  Date: 29/08/2023

  
  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,
  
  ****** *****