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:27/07/2023

  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 Solutions has not properly invoiced for my suite since November 2022. They are now invoicing all of the bills for this time period. They have back dated a charge of $535 dollars for my suite. I spoke with them about a payment plan to which they agreed, but said that they would have to add late payment charges for each payment which is rather upsetting seeing how they are offering a payment plan. I received email confirmation for the payment plan yesterday, but this morning I received another bill advising that a balance of $535 is due on August 17, 2023 with no payment plan being involved. I have also not been provided with actual bills for this time and have only been provided with estimates and their website billing is showing me so many different billing amounts without explanation. I am extremely concerned, as I feel like I am being overcharged for electricity, and on top of that they are not providing proof of how much was used during that time. I also cannot find any information in our contract from Metergy that they are allowed to back date for electricity payments due to their own negligence of not coming out and reading the meters. The bills on my account show from July 21 and 24, 2023. With no actual reading attached to them or for which month. They also charged me an activation fee when I moved in, which I did not agree to in my lease agreement or the initial contract. At this point, I do not feel as if they are in the rights to be charging on estimates, back dating, and not providing accurate readings.

  Business Response

  Date: 11/08/2023

  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 explain their recent bills and payment concerns. There were periods of estimation due to meter communication issues that Metergy is currently working to resolve. The customer has been advised of where they can find a disclosure of Metergys standard fees. The customer has been provided with the customer relations contact information for any future follow up. 

  Customer Answer

  Date: 11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  As per our lease agreement contract, we need to be billed on actual costs and not estimates. I was also advised that Metergy is going off of the province of Ontario and not Alberta when we are in Alberta. 
  the set up fee was disclosed AFTER the lease was signed and no mention prior to coming into a predetermined contract. 
  The bills are not exact and I haven’t been provided exact readings for usage, and feel as if I am being overcharged, and that the bills are not properly corresponding with the readings. It is also still showing multiple bills on the account for August 14, August 17, and August 18 with no exact dates of usage. The fact that I’m being billed on estimates and not actual usage is not okay.
  

  Immediately after the email was sent from Metergy, I got another email from Samantha advising they would like to recall the message that was sent. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 13/11/2023

  Metergy has made attempts to contact this customer and discuss her concerns further. Unfortunately we have not been successful in our attempts but have left voicemails for the customer to contact Metergy at her convenience. 

  Customer Answer

  Date: 16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is just a picture of the balances on the account, there is no proof of electricity usage. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/12/2023

  A member of Metergy's Customer Relations team has contacted the customer to confirm their monthly bills does provide the customers electricity usage and provided details on how to view the electricity consumption. 

• Initial Complaint

  Date:17/07/2023

  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.

  ** ***** **** **** ******* ****** ** ** ******* ** ***** ** **** ****** **** ***** My bills went from tens of dollars to hundreds of dollars, with the most recent being over $580. First they claimed it was EST and now the latest bill is an ACT with that VERY HIGH AMOUNT. ** *** *** * ******** ** ******* ** ****** **** **** ******* **** **** ****** *** **** ***** ******. They don’t care about the customer, because at the end of the day they will still collect the exorbitant bill amount and anything they say about customer service is NONSENSE to them! At this point Metergy should add me as a lined item on their balance sheet for their next end of fiscal year report. I have been billed a further EST bills of over $350 and $400 with two more bills to go. They called me to say I should expect it. Word of advise if you are told by your landlord that Metergy is their provider, make sure you understand what you are getting into with this company. **** **** **** ***** *** ***** **** ***** ****** ****** ******* ** **** *** **** **** ******** ** ** ** ** **** ** **** ****

  Business Response

  Date: 01/08/2023

  We thank the customer for bringing this matter to our attention. A member our customer relations team has contacted the customer to advise there have been estimations used in their current bills due to meter communication issues. Metergy is working to resolve the issues and will provide the customer with a breakdown of what the actual usage was at the time, once the meter communication issues are resolved. 

  Customer Answer

  Date: 01/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The business gave the exact same canned responses that lead to this compliant being lodged.

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

  Business Response

  Date: 28/09/2023

  A member of our Customer Relations team has contacted the customer and has addressed their concerns and resolved the issue. 

  Customer Answer

  Date: 29/09/2023

  
  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:28/06/2023

  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.

  My elderly mother owns a condo in Aurora, Ontario. Her electricity and water provider is Metergy. Since the summer of 2022, she has been overbilled for water consumption, estimated by over $500. My mother is on a fixed income and she is afraid to use water. It is very stressful for her. I have repeatedly contacted Metergy by phone and email. I have done everything they have asked of me including sending photos of the defective water meter. Metergy has not fixed the ongoing problem. My last email to a supervisor in customer service continues to go unanswered. What can I do?

  Business Response

  Date: 12/07/2023

  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 advise in order to better understand and address the problem, Metergy Solutions will need to conduct an on-site visit to thoroughly assess any potential issues with the meter. Metergy will continue to work with the customer to resolve their concerns. 

• Initial Complaint

  Date:27/06/2023

  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 have no electricity, they did not reach out since last week.*Since Wednesday last week I reached out to Metergy solutions Inc to resolve and to pay the bill,I requested them to put only my name on the bill bec my brother's name is in there, he is not even living on the premise for 15 years now, they did not want to remove my brother's name from the account and they did not want to forward the old balance to the new account if I will open a new account for me, I asked them to carry the balance forward on my name so that they will get paid, or remove my brother's name so that the bills will be paid off, but they refused everything the possible option for me to pay them,so that the bills/ balance will be paid off, they refused,by the way I have been paying the bills since April 15,2015 through my bank account, I am a solely user of the electricity,since last week I don't have electricity for 8 days now, they failed to cooperate to get the payment,they failed to handle the issue with customer,if the account is just on my name which is required for me to pay the balance, to put my name on the account but they refused to do it,the balance should be paid and done supposed to be since last week, all they can do and say is the balance should be paid, or they will sent it to collection, but I wanted to pay, I am willing to pay but they refused to cooperate, so that the electricity will reconnect and the issue will be solved, the payment is not the issue any longer, the problem is them, the damage they have done is done, it but I am willing to pay it,but they did not cooperated, but have done my part, they failed to give me an option to pay the bill,by the way last the notice of current overdue dated June 7,2023 was $200 and then when I called them Wednesday June 14, 2023 while speaking to them, the balance suddenly became 298, then few minutes talking to them it became $300 something then another few minutes it became more than $500, they gave me the 1*** *** **** for energy assistance but then I was told I have to call Metergy back by 1:30 p.m that day or if I did not call them by that time they will put more another $100 and then if I will call them after hour they will add more another $100 and the if I will call them the next day they will put more $$$additional.That time was already 11;44 a.m. I reached out 1877 632 2727 to resolve the issue for ther payment but Metergy did not cooperate, my building management called them several times, left an emails since last week up to this day today they haven't reply to him, I told Metergy solutions last Thursday June 15,2023 that they should put my name on the bill so that they will get the payment but they refused, I was pre-approved up to $500.{I believe alot of people are suffering financially.Its terrible for 8 days now I did not have electricity, I have to charge my phone outside so that I could use it during night time.terrible, * metergy did not reach out on me since last week Thursday up to now, supposed to be they gives customers some option to pay the bill to resolve the issue, I done my part to resolve it but nothing happened, without electricity on your place is terrible. Nobody should be treated this way, water, electricity, heating are the most important to live comfortably, anywhere, anytime anybody.

  Business Response

  Date: 18/07/2023

  We thank the customer for bringing their concerns to our attention. Metergy Solutions has worked with the agency **** to cover the customers arrears and the customers unit has been reconnected. 

• Initial Complaint

  Date:18/05/2023

  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.

  This company has dishonest and ********* business practices. Their representatives are not trained on their own internal procedures and misinform customers, which then leads to the company billing customers arbritary charges that are essentially a cash grab and after months of back and forth emails and numerous phone calls and request for esclations, this business has the audacity to now demand $25 fee for providing a statement of my account, despite me making two payment in good faith and now I have had enough. This corporation has ********* business practices of ********** customers with overdue bill notices via mail and email and ********** phone calls. This is not just my experience but the unfortunate experience of an other immediate family member which was forced to sign up for this companies services due to there connections with the larger builders and construction conglomerates that plague Ontarios real estate market. Someone needs to hold these corporations accountable *** **** *** *** ********* **** ***** **** *** ******* *** ******

  Business Response

  Date: 29/05/2023

  We are sorry to hear that the customer has felt frustration with the billing and collections process. We take pride in providing superior service and a member of our customer relations team reached out to the customer to explain that all charges on our invoices as well as our collections practices for overdue amounts are in accordance with our Conditions of Service. As a gesture of goodwill, we have waived the $25 fee for providing a statement of account (as specified in our Conditions of Service) this time. We have also informed the customer that they can view their account details through our customer portal at any time without incurring any additional fees.

  Customer Answer

  Date: 02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Metergy recalled the email and statement provided and has not responded to the attached email. This proves that this company is dysfunctional and unable to provide basic service to their customers and at this point I think its only fair for them to compensate me beyond the notional $25 statement fee, so called goodwill gesture. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:22/03/2023

  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 set up metergy for my brother’s apartment in Scarborough and he moved out Jan 15th 2023. I called on Jan 26th/27th to let them know that we’re moving out (fully ok to pay for all of Jan). Associate told me that all systems were currently down so I tell her to disconnect our account when it’s back up. She agrees. I pay for the January bill and pay it no mind anymore. I get a call on March 13th about a late bill. I call them back March 15th to find out and file a complaint. Metergy was not disconnected and because it’s been more than 30 days since I moved out they need to verify with the home owner. They say this will take 20 days. I pay the $40 bill for the time being just so that it won’t be a late payment. Meanwhile I receive another bill on March 21st for $80. I call to ask what to do and they say just pay it for now and I’ll be reimbursed if I’ve overpaid. I asked for that confirmation in writing and asked why I need to pay for a bill that’s not mine with no guarantee of getting the money back. I already paid $40. She said then I don’t need to pay. I asked her what the repercussions of that would be. If I don’t pay, will it go to collections? Will it affect my credit? Will it be sent to 3rd party collections? If so do you provide credit bureau amendments and/or support for one? She stumbled and then sent me to the credit and collections department to get my questions answered but I got hung up on right away. Wasted 30 min. Told them that I’m not willing to put in my time, money, and labour to assist in fixing a mistake that metergy made (especially if they’re not being accommodating). 20 business days is absolutely ridiculous for a quick phone call to the home owner. Home owner also said that she’s disappointed at the idea of spending her own time to reach out to help assist. Needs to be known that metergy’s accountability and problem resolution is lacking and not time sensitive at all.

  Business Response

  Date: 31/03/2023

  We apologize for the inconvenience the customer experienced during the account closure process. We have successfully closed the customer’s account as of their requested tenancy stop date. Additionally, a Customer Relations team member has contacted the customer and confirmed that any overpayments made to their account will be refunded and that this matter will not have any adverse impact on their credit rating.

• Initial Complaint

  Date:14/03/2023

  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 had Metergy solutions as a provider for the new building I moved to from Dec 1 22'. I did an initial setup of the Auto Pay from my Bank account. After the first due date I was claimed for NSF charge, however, there were no attempts to withdraw money from the bank account. There were also no attempts from Metergy solutions to contact me by email or phone number. As a new customer I feel disappointed for the user experience and additional charge for 45$ which seems caused by Metergy routing mistake. In addition to this I was charged for 2$ in each bill when I chose Paperless billing in the setting before the first bill.

  Business Response

  Date: 24/03/2023

  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 resolve their concerns. Upon reviewing the customer's account, it was confirmed that we were unsuccessful in processing the customer's pre-authorized payment for the account balance and attempted to contact the customer but did not receive follow up. The customer was also advised that they may have provided incorrect banking information and we have asked that the customer verify and update their banking information via Metergy’s online customer portal. As for the paper bill fee, we discovered that there was an error and apologize for the issue. We have provided a goodwill credit covering both the NSF fee and the paper bill fee.

• Initial Complaint

  Date:07/03/2023

  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.

  My last correspondence with Metergy was February 13 2023. In January 2023 I was billed an estimate of $269.71. That estimated amount is $140.00 above the most expensive I have paid for a hydro bill since moving to this apartment almost two years ago. I have talked to customer service on three separate dates, each time trying to get an answer or justification for this. It was explained to me that it was the accumulating “undercharging” of previous estimated bills for the last 6 months that accrued this amount. I then asked why this was put on an estimated bill? In other words from my point of view this is still estimated and not a correct account of my usage. I asked if there was any way for them to show me that I used this electricity and I will gladly pay it. They said that there was no way for them(customer service) to see but a supervisor should. I waited for two weeks and didn’t get a phone call. I called back and was told there was no supervisor available to speak with and that they would put in a ticket to the metering department that would give me details of my usage and a supervisor would contact me and email me the results. That was on February 13 2023. I have received nothing yet and was told it would take no more that 10 business days to get back to me with this information. All I am looking for is an answer to why I was charged so much in an estimated bill that also had the kWh rounded to exactly 1000.0000 kWh so I am unsure how my underestimated previous bills could add up to that 1000.0000 kWh on the dot. I would really appreciate some help resolving this issue. If I used it I will pay it but in my mind it just isn’t adding up for me and I can’t seem to get a logical answer. Any help would be greatly appreciated

  Business Response

  Date: 17/03/2023

  We thank the customer for bringing this matter to our attention. A member of our Customer Relations team has contacted the customer and provided a detailed explanation of their estimated bills and usage as well as information needed to understand their billing. In addition, we have provided the customer with a breakdown of their actual usage during the estimated billing periods. There were periods of estimation in 2022 due to a meter communication issue. This was resolved in December 2022 and Metergy has since been billing on actual usage. The customer has advised that they will review the information and contact Metergy should they have any further questions. 

• Initial Complaint

  Date:21/02/2023

  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.

  On November 4th, 2023 the Tenant #1 vacated the property. On November 7th, 2023 Metergy withheld setting up the account with a new Tenant (#2). Tenant #1 owes Metergy approximately $3,172.62. The reconnection fee is $248.60. Metergy bullied me (who does not owe any $) into paying $1000 including a service fee of $17.50 towards Tenant #1 account. I spent many hours on the phone trying to talk to Metergy about why I can't just pay the reconnection fee. Tenant #1 also called to inform them that he will handle his debt and tried to explain that his debt is not transferrable to the owner. I had no other choice but to pay what they told me otherwise the new tenant #2 would not have electricity. They forced me to pay the amount in order to set up the new account for the new tenant and they transferred the money to Tenant #1 account. Now they have sent Tenant #1 debt to collections and named me the debtor. How can they charge me someone else's usage and debt and send me to collections? I should have only paid the reconnection fee and not towards another account. I would like a refund in the amount of $751.40. Please help me, this feels like *****. This will negatively affect my credit report. I would also like a correction of my credit report. Please find attached email telling me to pay towards the Tenant #1 account in order to set up the new account. Also attached are emails from the collections team. The business would have evidence of the phone conversations between myself and them as well as Tenant #1 and them. Thank you in advance for your care and consideration. ********

  Business Response

  Date: 03/03/2023

  We are sorry to hear that the customer has felt frustration with the collections process. We take pride in providing superior service and upon reviewing the customer's account, we see that the account was not sent to collections with respect to her prior tenant’s balance but, rather, due to an outstanding balance on the customer's individual (unit owner) account with Metergy, which has been explained to the customer. In addition, a member of our customer relations team reached out to the customer to explain that as set out in our Conditions of Service, the customer, as unit owner, is ultimately responsible for any arrears for the Unit including any arrears owed by a prior tenant. We understand that the customer would like to speak with a member of our Customer Relations team to have a follow up discussion and will contact us at a more convenient time for her. We look forward to hearing from the customer so we can assist further.

• Initial Complaint

  Date:16/02/2023

  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 Was notified 4 months after moving out and paying my last bill to Metergy Solutions that I had a balance pending and submitted for collections. I called in and they used my existing number to verify my identification and I asked why I had a balance at collections when I was not contacted. The operator was speechless and could not answer my question. No one called my number to notify of an existing balance charged after moving out and then they send this to collections. I will seek further actions to ensure innocent other individuals are not being treated improperly and ***********.

  Business Response

  Date: 27/02/2023

  We thank the customer for bringing this matter to our attention. A member of our customer relations team contacted the customer and explained Metergy’s collections process. It was confirmed with the customer that his balance has been paid in full and a release letter has been emailed to the customer as confirmation as well.