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: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. 

• Initial Complaint

  Date:31/10/2022

  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.

  I took possession of a stacked townhouse on August 3, 2022. On that day, I registered for all my utilities and services with the appropriate providers. Gas, cable, were both were set up in days and everything is fine. Unfortunately, I'm stuck with Metergy Solutions for my electricity and water billing. Builder confirmed all meters were installed and ready to record individual usages by all homeowners, well BEFORE we all moved in. Metergy's website says it takes "8-10 weeks" to get the account set up and a first bill issued. I have confirmation of my account number set up as of Aug 3/22. My neighbours have been waiting 10-14 MONTHS without a bill. I'm now at 12 weeks, and utterly frustrated. Metergy says "it still needs to be set up in our computers". If they are recording the usage, how difficult can it be to translate that to a bill?? I just want to get an estimate of what I need to be putting away for this until they eventually get around to billing me, and they refuse to even help me with that. After my second call-in that advanced nothing with them, I requested a supervisor callback and have not gotten it either in the 1-2 business day window, and I don't expect based on their record to get it anytime soon. I called a third time today. The answer? "They are busier than usual". I'll bet they are, if they treat all their customers this poorly. We have no choice here on who to get our water/electricity metering from. ******* *** * ******** *** ** ******* **** *********. If ******** and *****s/****, etc, can all manage to get us cut over and running within days, I see no reason why this company cannot do the same once the infrastructure is there. We are getting stonewalled by incompetence, and have no recourse but to bring this to you in hope that you can effect some kind of change in their abyssmal customer "service". Please advise if there is anything BBB can do to light a fire under these people to get our billing set up ASAP and bills to us on a TIMELY basis?

  Business Response

  Date: 08/11/2022

  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 provide an update. We are in the process of onboarding her property in our system and anticipate the first bills being sent shortly.

  Customer Answer

  Date: 09/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although the answer of an additional "2-4 weeks" is NOT what I should be or want to be hearing from them, at least it is an answer. My entire point was that no customer should have to get to this point before a definitive timeline for their "onboarding" is given, or concrete reasons for the delay provided, when they are well past their published service standard. That should happen on the FIRST call, not the fourth. I have now also been provided with an estimate of what to expect financially on the catch-up first bill; but again, I should not have had to make multiple phone calls and a complaint to BBB to get that. That should also be made available at first request past the published service window, not the fourth. They have wasted a significant amount of my time and created an unnecessary amount of stress.
  I will be satisfied that the business has responded sufficiently as far as this claim goes, IF they actually meet the new service window they have promised (I have my doubts). In any case, I hope that Metergy takes this opportunity to review their customer service standards and procedures, and to upgrade what information they provide a new homeowner in their system and when, because no one should have to go through what my neighbours and I have trying to get information from them at an already busy and stressful time.
  

  Thank you once again for your prompt and efficient help with my claim.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:26/10/2022

  Type:Customer Service 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 noticed that my electricity usage doubled in Sept 2022 as compared to Sept 2021, for no apparent reason and have asked them to look into this. I used their contact form, waited for a week with no response and then sent a follow up email. I received an automatic reply stating that I would be contacted within 3 days. Again, no response.

  Business Response

  Date: 04/11/2022

  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 walk through their recent bills, including any questions they have about usage. 

  Customer Answer

  Date: 06/11/2022

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