Complaints
This profile includes complaints for MeterNet's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/08/2023
Type: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.
We were recently added to a landlord's account in late 2022, after much trouble with the online portal and had previously been unable to access the account due to it being in the landlord's name. We recently were forced by the landlord/hoa/management company through threatening with a written notice to vacate if we did not pay the amount in full which at that point had accrued many late fees amounting to about 500 dollars on top of the base water fees. We had no choice but to pay all the late fee off to avoid losing our current lease.We are requesting a refund for the accrued late fees (not the water fees associated with living in the unit), as we were not mailed or delivered any bills with our name/address outlining our water usage, nor did the landlord on the account provide us access to the online account until midway through our lease.We attempted to speak to customer service on the issue but received no call back on how to help us pay the balance over time. They did however pause our late fees but provided no solution and were forced to pay the entire amount to avoid vacation of the property. Any help would be greatly appreciated as we have had to go through various entities to try to resolve the issue and just pay what we owed for our water bill.
Business Response
Date: 03/17/2023
Hello,
I apologize for any inconvenience this has caused. We were not notified of your move in until December 5, 2022 and we processed the form and sent the email confirmation. As far as any late fees that were added to the account due to nonpayment, if you feel you are not responsible for those fees, we recommend reaching out to the owner of the unit, as they are ultimately responsible to the *** for payment from the unit.
Thank you.Initial Complaint
Date:12/13/2022
Type: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.
Meternet Submetering Services is contracted by ******************************************************************************************************************************** *********************** ***************************************************************************************************************************************************** 77072.Meternet has been billing for 3000-4000 gallons of water per month since July 2022.These are my water meter meter reading I have taken and shared with ********************* and Meternet and still cannot get a refund for over charge. My meter readings are My July 20,2022 *****. August 3, ****** December 2022 meter reading *****. I have used **** gallons of water, *****-*****= **** gallons.Initial Complaint
Date:11/18/2022
Type: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.
Dear BBB:I am attaching a bill that I received from Meternet for $834.73. I was shocked because my usual bill is less than $150. Also attached is a letter stating that the bill reflects back billed charges from 2020. However, I was not residing at this address in 2020. I only moved into the unit in late Dec of 2021. Earlier this month, I phoned Meternet and twice spoke to a rep regarding the issue with the promise that it will be resolved. To follow up, I made 8 attempts to phone Meternet today and after holding on for a significant amount of time for each attempt, their customer service **** failed to pick up. I then tried phoning the Sales **** who transferred me back to customer service. Someone finally answered and after providing my account number, the person asked to put me on hold while she brings up my account. I held on for 20 mins and finally hung up. I am certain that it does not take 20 mins or more to bring up my account.From the bill I received, I cannot tell which charges are current and which are back billed. This concerns me because I would like to pay the current charges before the due date, but I cannot reach Meternet to ask them to identify the current charges so that I may pay them.The property manager for my residence told me that Meternet told them that they cannot separate the bill (between me and the prior tenant). However, they did not bill the charges correctly. Their own records show that I only moved here late last year, so they should have billed the prior tenant as well. There seems to be incompetence within their billing **** and a failure to take responsibility. I need these extra charges removed from my bill. They are not my responsibility. I am very upset because there does not appear to be any avenue for me to communicate directly with anyone at Meternet. Could you please help me with this concern? Thank you very much. Please find relevant documents attached.Sincerely,*************************Business Response
Date: 11/22/2022
Hi ******* thank you for reaching out. There has been meter equipment failure at your community for an extended period of time that carried over from the prior billing company. We came on after it was in place. Due to these pre-existing equipment failures, we have been unable to receive your monthly meter reads and bill for your actual water usage since Dec 2020. As a result, we have only been billing base fees the water district charges your association for water service. During this period, the association was paying the costs of resident water usage without recovering those costs. Once we were able to get the prior vendor to make the required fixes, we were able to get meter reads data in October 2022. In discussion with your management, the decision was made to bill back for unbilled water usage. To be clear, proceeds from this backbill will be reimbursed to your association. We do not benefit from this back bill and are assessing it at the service of your association.
Due to an error on how this backbill was processed, residents were charged the amount from the entire period where usage was unable to be billed, regardless of their move-in date. This will be corrected so current residents are only assessed charges relating to the period of their ownership. You will be receiving additional communication regarding this to provide visibility and how it will be resolved.
Regarding your challenges in getting in touch with a customer service representative we installed a new phone system this week that has caused some transition challenges. It will allow us to better service our residents, but in the short term has had some bumps in rollout. I apologize for the difficulty you had in getting your questions answered. This is not the standard we strive to meet in serving our communities and our queue is typically a short wait. Ill look into what happened with your challenges to see if I can determine what may have caused it. If you have any further trouble getting in touch for questions to be answered you may contact me directly at email/phone Ill share with you separately.I apologize for the situation - we are always looking for ways we can improve our service to our communities. Ill be reaching out to you directly to discuss with you to ensure we have a resolution in place.
Thank you,
***********************
CEO - MeterNetInitial Complaint
Date:11/02/2022
Type: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.
MeterNet is our community's metering company. The condominiums in our community are ***** sqft. MeterNet has been charging us a rate of ~******* a month for our water bill, until recently has spiked 440%, some more than others. Our community has started an email chain outraged by the spike in fee. **************** of ********************** has explained that the ~$147/month charge was for service fees only, and that we are being back billed for years of missing costs. I am curious how this is fair or doesn't fall under competency of the metering company.I have the email thread from my neighbors if needed.
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