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:17/01/2024

  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.

  The apartment complex switch to Metergy for sub-metering billing, problems began immediately.
  Metergy mismanaged the transition which caused bills to be delayed. My first payment I paid for my electric billing was went ok via my banK and applied to my Metergy account. The second bill/invoice I received via email on 12/29 and was quickly via my bank to process on 1/2/2024. It took one business day for the transaction to complete per my bank.
  
  I been on the phone with Metergy's customer service every other day since it still as of 1/12/24 has not been reflected on my account with them. I was told on the 10th that it had been received and would be reflected by the end of the week. Totally not true since it still not reflected on the 1/13 and i called on the 12th and got the run around, I requested to speak with a supervisor and was kept on hold for a few minutes then was told no one was available. I asked to speak with someone in Finance and was told no. If my payment is not applied to my account by the January 17 the next step will be to the Attorney General of NYS, and a class action since there are other tenants with the same problem to look into this company.

  Business Response

  Date: 29/01/2024

  A member of Metergy's Customer Relations team contacted the consumer to discuss their concerns and confirm their payment has been received and applied to their account. 

  Customer Answer

  Date: 29/01/2024

  
  
  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.  However did not receive a satisfactory answer to where my payment went and what took it so long.   It looks like this month will be the same thing.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:16/01/2024

  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.

  Metergy Metering Solutions claims to be a a metering solutions company. I have not received a bill from said company for 1 full year. Despite many many attempts to have them address the problem they continually simply tell me that there is an issue with the meter and they will resolve it within 2-3 months. Well, 12 months has past an nothing. I advised them some time ago that this is a tenanted unit and my tenant pays the utilities. Without a bill I can not ask my tenant to pay the bill. I can not ask him to give money for when the bill finally comes. Now my tenant is moving out and owes 1 years worth of utilities to this horrendous company. I have tried to explain the complexity of this situation and how it will be extremely difficult to collect 12-14 months worth of utility payments from someone who no longer lives there and is under no obligation to provide me with their future contact information. In my view, this should not be up to me to collect the money and Metergy (if they want their money, they don't seem very concerned) should be forced to collect any amounts that are past due.
  
  I have tried my best to get this company to do what they are supposed to but to no avail. They seem completely disinterested in resolving this matter. That is fine with me so long as they don't expect me to eventually pay these bills (which surely they will at some point).
  
  I want to express how absolutely horrible this company has been. I have had a few other dealings with them and they are beyond incompetent. In addition, this is a monopoly and I don't understand how they are allowed to operate as such. In any other business model, I would take my business elsewhere. In this case, I have no choice but to continue to deal with them.

  Business Response

  Date: 29/01/2024

  We thank the customer for bringing this matter to our attention, the bill delays the customer had been experiencing have been resolved and a member of our Customer Relations team has contacted the customer to schedule a time to discuss their concerns in further detail. 

  Customer Answer

  Date: 30/01/2024

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

  They have offered nothing more than an apology for the inconvenience. When companies don't deliver on the service they have promised to their customers the right thing to do is to compensate monetarily. Any company with any amount of integrity would do so. Instead, this company fabricates lies about why they weren't able to provide me with a bill. They claim that the internet provider (****** or ****...they don't even know) was having problems with their lines. For 13 months. That is complete and utter nonsense. And even if it were true, they claimed many times that they were going to send a tech to get a reading from the meter itself. Why didn't they do it? 

  In addition to the above fabrication, they also claim that they can't provide a refund because the condo corporation pays the bills in bulk and then Metergy pays the condo corporation back when the customers pay metergy. This, again, is 100% a total and complete fabrication. This is not how things work. 

  In addition, they took the opportunity to advise me that I have the privilege of being able to pay these bills off in installments. But, the installments can only be divided into 10 month installments, even though there are 13 missed bills from them. Plus they have the nerve to tell me that this arrangement can only happen once every two years!!!  Again, this is their mistake, not mine. This is their delinquency, not mine. Yet they put all of these restrictions on their apparent resolution?

  Again, my biggest complaint about this company is how they operate in general. They operate as a monopoly. They operate without impunity. They do whatever they want and their customers just have to accept it all. I did not sign up for their service, nor do I want their service. I can not for the life of me think of any other instance in any other industry where this happens in Canada. We have competition laws in Canada. Why are they allowed to operate outside of these laws?

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

  Business Response

  Date: 22/02/2024

  A member of our customer relations team has reached out to the customer to explain the contract between their building and Metergy Solutions. The customer was also advised that Metergy follows the regulations as laid out by the Ontario Energy Board. As a goodwill gesture the customer has been provided with a bill credit for the inconvenience. 

• Initial Complaint

  Date:02/01/2024

  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.

  We have received an extraordinarily high electricity bill for the month of September from Metergy Solutions on 2023 Oct 27th. It showed that 3 people used 3000 kWh of electricity in one day in a 3 bedroom apartment. Given that nothing unusual in our daily activities happened on that day to explain such high energy consumption, we filed a ticket on Oct 31st. We were told that a ticket usually takes 4-5 weeks to be resolved, so we expected our concerns to be addressed before the day of the payment. However, it has been 8 weeks and our ticket remains unresolved despite us contacting Metergy Solutions numerous times over this timespan, asking to investigate the issue.
  Metergy Solutions have also been uncooperative and refused to allow special government agencies (in this case - Measurement Canada) in investigating whether or not there is an issue with the electricity meter.
  Further, they have refused to delay the date of payment while the ticket is still being investigated or accept a payment equal to our usual electricity bill while the investigation is ongoing and have pushed for the payment to be made on multiple instances.

  Business Response

  Date: 16/01/2024

  A member of our Customer Relations Team has contacted the consumer to apologize for the time it has taken to resolve his initial complaint from October 31, 2023. The customer has been advised that their ticket has been prioritized and an update will be provided to them within 2 business days. The customer has been informed that Measurement Canada certifies Metergy's electricity meters for accuracy and is open to cooperate with an investigation from them. The customer has been advised they will need to contact Measurement Canada to initiate the investigation. The customer has also been advised that they may setup a payment arrangement convenient for themselves. 

  Customer Answer

  Date: 24/01/2024

  
  
  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:27/11/2023

  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.

  I sent an e-mail weeks ago, asking whether Metergy Solutions was going to provide a receipt, or updated invoice, of the last US Postal Service money order I sent to *********** ***** ****** because I do not have an invoice that shows the payment. However, the Postal Service said it was cashed on October 4, 2023, the same day it was received via Certified Mail. Metergy Solutions Customer Service department told me to provide proof the money order was cashed. How do I provide the proof? I do not have a mailing address to provide the proof. I have a copy of the **** document showing when the money order was delivered via Certified Mail. Is there a dispute form I should use? What is the dispute process? Is Metergy under the jurisdiction of the New York state agency that manages rent-stabilized apartments/buildings or the Better Business Bureau? It costs $17 to obtain proof the money order was cashed. I asked Metergy, via e-mail weeks ago, whether I would be reimbursed. I did not receive a response.
  
  Additionally, I would like to know my rights, as well as receive a document that proves my account with *********** ***** ****** was transferred to Metergy Solutions.
  
  Is Metergy charging me for electricity, gas or both sources of energy?

  Business Response

  Date: 11/12/2023

  A member of Metergy's Customer Service team has contacted the customer to address their concerns. The customer has been provided with confirmation of their payment and a copy of the HEFPA notification of rights. 

  Customer Answer

  Date: 20/12/2023

  
  
  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:15/11/2023

  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 originally moved in on October 2019 and opened my account (originally with ********) at 1******* *** ***** ****** ***** ******** ** and the account transitioned seamlessly to Metergy Solutions (under Account **********, Meter #***********). I was set up for Pre-Authorized Payments and receiving bills. I have not moved. The last bill I received from Metergy was on 2021-12-14 and the the last automatic withdrawal from my account was drawn on 22-01-07 under Utility Bill Pmt ********. My usage is being tracked online, but the billing department stopped billing and charging me (it became no longer customer facing). I contacted Customer Care on 2023-08-28 and was told it it would take 30-60 days for the to resolve meter not being transmitted (maintenance) and to deposit $1000 into the account in the interim until the billing department catches up. It did not catch up so on 2023-10-26 it was raised to a supervisor under Ticket #***** and I would be contacted by a supervisor to respond to me for resolution in 1 week. I was never contacted so I contacted Customer Care again 2023-11-06 and 2023-11-14 where it kept being re-escalated over and over (within their department and to the billing department). They advised me customers do not have access to the billing department to take the account off hold. No date will be given for a resolution. I have contacted Customer Care a total 5 times already to resolve and catch up with the bills on the account. My account online only shows the $1,000 I deposited in August. Frustrating beyond belief.

  Business Response

  Date: 24/11/2023

  A member of our customer relations team has reached out to the customer and explained we are having communication issues with the meter and are prioritizing a fix. We apologize for the bill delays and are working on a permanent resolution to the communication issue. The customer has been provided the customer relations contact information for any follow up.

• 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.

  I moved into my apartment in Toronto in July 2022, at this time nobody told me I needed to sign up an account with Metergy. In August 2023 I arrived back home to find out my power had been shut off with a notice from Metergy on the door. I never received a single piece of mail, email, or phone call warning me this would happen. After getting my power back on, Metergy claims I owe them $248.60 for a disconnection and reconnection charge. When I ask them to provide evidence that they sent me notice prior to disconnection they only reply telling me the disconnection was valid. I would like the disconnection and reconnection fees waived as the company provided zero notice prior to disconnection which is legally required in Ontario.

  Business Response

  Date: 24/11/2023

  A member of our Customer Relations team has contacted the customer to explain in detail the validity of the disconnection and confirm Metergy adhered to the electricity rules as required. A goodwill credit for the inconvenience has been applied to the customer's account. The customer has also been advised to speak with their property manager for any further compensation they are seeking. 

  Customer Answer

  Date: 24/11/2023

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

  I was never contacted prior to my disconnection as is required under Ontario law. The metergy representative told me that mail was sent to the person who lived in my apartment before me and that makes it ok to disconnect my power with no notice and then charge me $250 to turn it back on.

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

  Business Response

  Date: 15/12/2023

  A member of Metergy's Customer Relations team has contacted the customer and have waived the associated costs for the disconnection of their unit. This matter has been resolved with the customer. 

  Customer Answer

  Date: 15/12/2023

  
  
  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: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,
  
  
  
  *** *****