Business Profile

Utility Billing

Metergy Solutions Inc

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

143 total complaints in the last 3 years.
82 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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,

****** *****
Initial Complaint
Date:10/08/2023
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 have been reaching out to this company for 2 years now with zero resolution. They have never sent me my bills on time. They send bills three to four months overdue at a time and accept me to make $3000-$4000 payment due to their billing issue. I have reached out to ******** *. who apparently is their customer relations rep and yet to hear a response back. I have done all I could to get my billing issue resolved and jusy get bills on time so I'm not stuck with huge bills. I have contacted customer service over and over with zero resolution and zero contact back.
Business Response
Date: 17/08/2023
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 to avoid further delays. We apologize for the
previous delays and are working on a permanent resolution to the communication
issue. He has been provided the customer relations contact information for any
future follow up.
Customer Answer
Date: 22/08/2023

Complaint: ********
********* HAS YET TO REPLY TO MY EMAILS!!!!! PATHETIC CUSTOMER SERVICE! *** ***** *** **** *** ******* I continue chasing her for answers!

***
Business Response
Date: 29/08/2023
An update on the timeline of the investigation has been provided to the customer, as Metergy is still working to resolve the communication issues with the customers meter.
Customer Answer
Date: 29/10/2024
I have now formed 3 complaints over the past 2 years with you guys and I still have got nowhere with this company. I have been their customer for 3 years and during these 3 years I have NEVER EVER received my bill online. Small businesses are on a budget and it is extremely frustrating not getting bills on time. I get bills for 3 months at a time and this is not fair. Has been ongoing for three years!! Company: Metergy Solutions Inc Consumer: ******** ***
Business Response
Date: 14/11/2024
A member of Metergy's Customer Relations team has contacted the customer to address their concerns, and we apologize for any delay in communication. We have assured the customer that Metergy will make every effort to ensure their account is billed on a timely, monthly basis moving forward. While we have not received the correspondence referenced in the customer’s complaint, we encourage the customer to reach out with any further questions or concerns. Our Customer Relations team can be contacted directly at ******************@****************.com.
Customer Answer
Date: 20/05/2025
This business has been billing me late for years and getting nowhere with their customer relations rep ******** *ilks! Their customer service is a joke and she refuses to reply to my emails!!!
Business Response
Date: 20/06/2025
The resident has been in contact with Metergy Solutions and spoken with a member of the representatives regarding their recent invoice concerns. The resident has been explained what took place and Metergy has apologised for any inconvenience regarding the matter.
Customer Answer
Date: 20/06/2025
I HAVE SENT THEM NUMEROUS EMAILS TO THEIR CUSTOMER RELATIONS DEPARTMENT AND THEY REFUSE TO ANSWER MY EMAILS. *** ********
I have made numerous attempts to get answer from this business and refuse to reply to my emails or get in touch with me. It has now been three years and continue to have billing issues with this company.
Business Response
Date: 10/07/2025
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 to avoid further delays. We apologize for the previous delays and are working on a permanent resolution to the communication issue. He has been provided the customer relations contact information for any future follow up.
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.

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Metergy Solutions Inc is BBB Accredited.