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:27/06/2023

  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. 

• Initial Complaint

  Date:31/01/2023

  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 had to use metergy as a provider for the new building I moved to. We gave them a blank cheque to take auto withdrawals. They messed up how they inputted the info. Again, just given a blank cheque. Every month they claim it as NSF even though they admit that it was wrong on their end and charge me $45. Now they claim that it is NSF on my debit card…also not true and want copies of my bank statements. I see no reason why they should have a right to my personal information. However I can testify that nothing has ever bounced from my account. They have wrong routing on their end. I have sent screen shots showing that there is no attempt on my account to even take the money on the dates in question. They claimed they tried on the 16th and 19th. I have asked them to sort out their accounting and either quit trying auto payments or take my blank cheque that they have and enter the info properly.

  Business Response

  Date: 10/02/2023

  We thank the consumer for bringing this to our attention. Upon reviewing the consumers account, we
  discovered that there was an error in applying the customer’s banking information to their account resulting in NSF fees being charged. A member of our customer relations
  team contacted the consumer on January 31, 2023 to verify the correct banking
  information with the consumer and we have applied the correct information to
  his account as of January 31, 2023. We apologize for this issue and have waived all NSF charges and
  provided the consumer with his adjusted balance.

  Customer Answer

  Date: 10/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate the resolution.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:28/11/2022

  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 brother previously owned a condo that was serviced by ********. I was on the file with ******** so I could help him, there was also a renter on the file. My brother decided to sell the condo in 2019. At the time, the lawyers sent all the documents confirming the sale to ********.
  A few months after the sale, I got an email requesting $, so I contacted ******** and told them that my brother sold the condo and that I shouldn’t be receiving the emails anymore and they told me it was fine and I wouldn’t.
  Fast forward to 2022, I’m still getting emails when the account goes in arrears. I’ve contacted ******** on numerous occasions, provided them with a purchase agreement showing that it was my brother and not me that owned the property and yet they continue to bill me.
  I have never owned nor lived at my brothers condo and this is basically harassment. Metergy admitted they don’t know who the owner is and hence I keep getting the bills. It’s frightening that they don’t even know who they are providing service to.

  Business Response

  Date: 30/11/2022

  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 concern and ensure the account is now closed with
  the confirmed information now provided by the customer.
  

  Customer Answer

  Date: 30/11/2022

  
  
  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:23/11/2022

  Type:Service or Repair 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 Wednesday November 17, 2022 Metergy Solutions disconnected my electricity for non-payment, leaving my sick self along with my pets to manage in the cold dark. I have researched the sub-metering council of Ontario who has publicly stated that they will not disconnect customers in line with the utility companies ban on winter disconnections. I'm left wondering why Metergy Solutions has disconnected me? This disconnection also has happened after I have made attempts to explain that I do not receive monthly bills, emails or have no documented missed calls from Metergy Solutions caller ID. I am a low income earner and if I am mistaken and sub metering companies can disconnect I still question the ethical practice of disconnecting during a time of record inflation, housing affordability crisis and increased food costs, oh, and it's cold outside. **** ** ******** ** ** ******* *** * ***** ****** ******** ** ********** ****** *** ******* ********* I will pay my bill but I would appreciate not having to pay an additional $250 for the pleasure to have you come and disconnect and another $250 to have you reconnect my electricity. ********* **** **** **** ****** *** **** *** ****************

  Business Response

  Date: 30/11/2022

  We have reviewed the customer's account and can
  see that there was unfortunately a disconnection for an outstanding balance. It
  is always our last resort to disconnect electricity and we provided numerous
  notices, including emails, in order to resolve prior to this occurring. While
  unit sub-metering providers do not need to abide by the winter disconnection
  ban that local utilities follow, we will often voluntarily comply in an effort
  to support our customers, which we are implementing this year effective December
  15, 2022. Reviewing the account, we have not received previous contact with the
  customer regarding issues with missed bills but if the customer can provide
  more detail to our Customer Relations team who has tried to get in touch since
  the disconnection we would be happy to investigate further. We have since
  reconnected the customer based on a promise of partial payment, and as they are
  low-income, we have set them up on a payment plan for the remaining balance to
  support them during this time.