Complaints

This profile includes complaints for Pioneer Energy Management, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pioneer Energy Management, Inc

  380 Polaris Pkwy Ste 200 Westerville, OH 43082-2200

  
• 

  Pioneer Energy Management, Inc

  PO Box 2640 Westerville, OH 43086-2640

  

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:06/17/2025

  Type:Customer Service 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 is the absolute worst experience I have ever had with a utilities company and *** lived in several states. They messed up their own billing and then charged me for a bill 3 months later and told me I was past due. Charging almost 400 dollars with past due plus current bill for w/s/t in an apartment building. When I reached out asking for a resolution they told me I need to pay 40 percent of the bill before they will arrange a payment plan. I have lived in this apartment building for almost 3 years and have never been late on anything rent, utilities, or electric. They mismanaged and didnt send me a bill and didnt post a bill for me to pay. I reached out to my landlord asking for a bill so I could pay and there was nothing she could do. Others in my building arent having the same issue with being charged months later for a bill. This is disgusting and not acceptable. The past due balance is not due to my negligence. This is not a result of me simply not paying.

  

  Business Response

  Date: 06/20/2025

  Hello Evangejalyn,
  
  Thank you for sharing your experience. We sincerely apologize for the frustration and inconvenience this situation has caused. We take full responsibility for the miscommunication and billing delays you experienced, and we truly regret the impactespecially given your history as a long-standing resident with a consistent record of on-time payments.
  We understand how disheartening it is to receive a large, unexpected bill and be told it's past due, particularly when you were not given the appropriate opportunity to pay it on time. If you havent yet accessed our online customer portal, we strongly encourage you to do so. After reviewing your account activity, we found that while there were some delays, billing has continued on a monthly basis:
  March billing, originally expected in March, was posted in *****
  ***** billing was posted in May
  May billing was posted in ****
  **** billing was posted in ****, as scheduled, with a July due date
  We recognize how disruptive a delayed, lump-sum charge can be and are more than willing to work with any residents affected to establish a manageable solution. Your feedback is incredibly important and helps us make the necessary improvements to prevent this from happening again.
  If youd like to discuss a payment plan, please dont hesitate to contact our customer service team directly at ************. Were here to support you and ensure this is resolved as smoothly as possible.
  

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service 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.

  After acquiring the previous water submeter company, this company did not provide and communication and did not bill water for 3 months. Suddenly, they charged all 3 months for a total of $644 sending 3 statements within 3 days. This displays poor conduct and fails to invoice within an acceptable timeframe. This causes sudden financial impact to their consumers.

  

  Business Response

  Date: 06/20/2025

  Hello *******,
  Thank you for bringing this to our attention, and please accept our sincerest apologies for the experience youve described. We deeply regret the lack of communication during the transition after acquiring the previous water submeter company and understand how unsettling and frustrating this situation must have been.
  
  We acknowledge that not receiving bills for several months, followed by the sudden delivery of three statements, was both unexpected and burdensome. This is not the level of service we aim to provide, and we're truly sorry for any financial strain this has caused.
  
  Water bills are issued on a monthly basis, and while this expectation remains in place, the delay in issuing those statements was an unfortunate result of the challenges associated with the acquisition. Once identified, we worked swiftly to rectify the delay, but we recognize that the resolution still impacted you negativelyand for that, we are truly sorry.
  
  If you would like to set up a payment plan, please contact our customer service team directly at ************.
  

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service 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.

  January 15th 2025-February 15th 2025. I am filing a complaint towards pioneer energy for overcharging for my 1 bedroom apartment in ******, **** and my electric/water bill going from $250 to now $450 dollars. My parents own a three story home that includes a basement and an attic and their electric/water bill is no where near this amount. Plus, my radiator outside is deteriorating and there are cords being held together by duct tape. My heat has been on 73 degrees and has not changed and I also have not turned on emergency heat since my last $300+ bill last month. My apartment never feels warm until about midnight to six in the morning. Why am I paying $400 plus for heat that doesn't even work. I have attempted to get someone to come out and check out the meter and the radiator and my apartment complex says they won't come out. I will be contacting a lawyer about the state of my radiator and how I know I am being over charged. I don't even turn on the lights most of the time and I try to conserve as much energy and water as I can but my **** ***** increased by over 150 dollars from just last month which was colder than the month of February. It just does not make sense. They are overcharging us.

  

  Business Response

  Date: 03/18/2025

  Hello Tomara. We apologize for any frustration regarding your PEM utility bill. In reviewing your account, we see that your kWh usage was high in January and February. Your usage was higher than the community average during these billing periods as well. The outside temperature along with the set temperature of your thermostat can contribute to increased usage during the winter months. With our digital meter-reading equipment, we can see your individual daily usage. The information factored into your monthly bills appears accurate based on the daily meter reads we are receiving.
  
  With the recent lower temperatures in our area, your all-electric system will utilize an increased amount of energy. This is normal during the winter months as your **** system works more frequently to maintain the set temperature inside your home. For instance, if the set temperature is 73 degrees inside your home, but it is 40 degrees outside, your system will work continuously to reach and then maintain that temperature.

  We understand that higher usage and higher electricity bills can cause frustrations, but we are always more than happy to suggest ways you can work toward lowering your kWh usage. We previously offered you a payment plan to help you pay your bill. If that is something you are interested, please contact one of our account executives and we would be happy to work with you to set one up. Also, if you have any concerns with the **** system itself, we recommend that you contact your property management company and submit a maintenance request, as that is something the community is responsible for not PEM. Should you have any other questions or if there is anything else our team can help with please feel free to contact us. 

  Customer Answer

  Date: 03/19/2025

  [If you do not say why, you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23016665
  
  I am rejecting this response because: 

   

  No. I reject this response because I am not some frustrated costumer. My **** went from 200 dollars to ******************************************************************************************************************* my one-bedroom apartment. You said my usage was higher than that of the people who live around me when that doesn't make sense because most people in my complex have multiple people living in their complex whereas I am ONE person. You all are over charging and getting away with it because there is no way for us to verify our usage and we have to go off of your customer service representatives who could care less what we are paying. How can we see proof of more usage that isn't based off of what representatives. My thermostat was set to 68 degrees throughout the month of Dec, Jan, and February. I have contacted over fifteen residence and multiple residence have said they have turned off most if not all of their electric to see if their bill has reduced in price and they all said the bill INCREASED. You all are scamming up and want us to accept your rates because there were a few cold days. A few cold days doesn't equate a 450-dollar bill for a one-bedroom apartment with only one person living in the apartment. That is unheard of. You're taking advantage of your customers, and you know there's nothing we can do about it. How is it that when I get my first 300+ bill I reduced my electric use in my apartment and the bill increased to 450 dollars. 

   

  Then not to mention that if you pay with a card, over the phone, or bank withdraw you charge almost 30 dollars just to submit a payment. How does that make sense? The only way to not be charged is writing a check and sending it by mail. You all are scamming us, and I would love to know who to contact to figure out how your data can explain the reasoning for my electric bill to DOUBLE and I'm not the only one either.

  Regards,
  
  ****** ******

  

  Business Response

  Date: 03/27/2025

  ******, 
  
  We understand your frustration, and we sincerely apologize for the inconvenience this has caused. We aim to provide clear and transparent information about your usage, billing, and rates, and we want to help clarify everything for you.
  
  Your water meter is inside the home, and your electricity meter is part of the meter pack located at the end of your building. The serial numbers for both meters are listed on your bill, and you are always welcome to monitor your usage at any time. Regarding rates, they are set by AEP for electricity and ************* for water, and we are required by law to adhere to these rates.
  
  When we previously mentioned your usage compared to the community average, we were referring to the data shown on the graph in your bills. We understand that each household is unique, and various factors can impact your usage. For example, the location of your unit, whether its a first or second floor, end unit, breezeway, or facing a particular direction can all affect energy efficiency and overall consumption.
  
  We dont recommend turning off your furnace completely during extremely cold weather, as it can cause the system to work harder when you return home to reach the desired temperature. Maintaining a consistent temperature of 68 degrees is a good approach. For additional energy saving tips, you might consider lowering the temperature a few degrees before you leave the house and then back up to the desired temperature when you return.
  
  Regarding the payment fees, we recognize that they can be frustrating. While paying by check avoids these extra charges, you also have the option to use Bill *** directly through your bank for a more convenient, fee-free payment method.
  
  Weve scheduled an appointment with the Property Management team at District at *********************** for one of our technicians to come out and ensure everything is functioning properly, at no cost to you.
  
  We appreciate your patience as we work to address your concerns for the upcoming appointment. If you have any further questions or need more assistance, please dont hesitate to reach out. Thank you.

  Customer Answer

  Date: 03/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23016665
  
  I am rejecting this response because: This is the second message that you've send describing me as a frustrated customer when yes, I am frustrated but that's not my complaint. My complaint is that there is NO WAY my bill went from 200 dollars to 450 dollars. 

   

  Also, you sent a tech to my apartment without my knowledge and entered my apartment without my permission. I will be seeking legality for that issue. You all are over charging us, and it doesn't make sense. Why does someone with a two-bedroom two-bathroom apartment in the same location have a lower bill then me in a ONE BEDROOM APARTMENT WITH ONE PERSON IN THE APARTMENT. Explain that. 

   

  Don't ever send another tech my apartment to enter my apartment without my permission.

  You all are beyond disrespectful and don't care about your customers wellbeing or privacy laws. How dare you enter my apartment without letting me know ahead of time.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/02/2025

  We sincerely appreciate your patience throughout this process, and we feel we've made every effort to ensure transparency and clarity in our previous communications. We've worked hard to provide solutions and take the appropriate actions to address your concerns.
  
  Regarding your original complaint, in which you requested someone to check the meter, we promptly reached out to the property, arranged a suitable date, and sent a technician to visit on the scheduled appointment day. It's important to note that the responsibility for notifying you about the date and gaining access to the unit falls under the propertys management, as we do not own the property or manage on-site procedures.
  
  Upon our technicians visit, it was discovered that your meter was incorrectly tied to a different unit, meaning you were inadvertently charged for your neighbor's electricity usage. The technician took readings and correctly documented the serial number. As a result, the work order was processed, and a credit of $134.37 was issued to your account. Weve also attached a detailed breakdown of usage and charges for your reference. We're glad we were able to resolve this issue for you.
  
  If you have any further questions or concerns, please dont hesitate to reach out. We're here to help!

  Customer Answer

  Date: 04/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23016665
  
  I am rejecting this response because: 
  After speaking with the *****, the operations manager who laughed at my asking to speak to someone above him to which he stated, "No one is above me," is saying that it was by coincidence that my meter was switched with another apartment complex, 4198, who happened to rent to a man who harassed me and was forced out of his apartment to another complex. This man worked from home, stayed in his home 24 7 and I worked out of the country and my bill tripled and you guys think its okay to simply credit me 130 dollars? There is no way his usage from when I moved in to now, compares to 130 dollars. ***** also lied and said he couldn't disclose the apartment complex that was switched with mine but yet he told me minutes later it was in fact 4198. You all are corrupt and a scam and I will be contacting the ************************************
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/17/2025

  Hello ******, 
  
  We understand how frustrating and concerning this situation must be, especially given the discrepancy in usage. Please know that we take your concerns seriously and regret if any of our communication came across as dismissive or unprofessionalthat is not reflective of the standard we strive to uphold.
  
  Regarding the meter mix-up, while uncommon, these issues can occurparticularly during initial construction when meter packs are installed by the electrician. Once this error was identified, we took immediate action to investigate and resolve it, including issuing a $134.37 credit. We also provided a clear breakdown of the usage and how the credit amount was determined, as part of our commitment to transparency and proactive service. 
  
  To clarify the attached meter correction spreadsheet, we compared the electricity you were billed for in both kWh and dollar amounts. We then analyzed the usage and billed amounts for the home with the swapped meter and calculated the difference. It was determined that you were overbilled by 808 kWh, which equates to $134.37. To ensure transparency, we have itemized the rates by month, clearly showing the calculations.
  
  As for your interaction with our team, we are currently reviewing the situation to ensure its handled appropriately. While we always aim to be transparent, we must also follow privacy protocols, and we apologize if any information appeared inconsistent or unclear.
  
  We appreciate you bringing this matter to our attention.
  
  

  Customer Answer

  Date: 04/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23016665
  
  I am rejecting this response because: 

  The reimbursement amount does not make sense, how the amount could equate to $137.00? When I found out about the meter being switched, I asked my neighbor how much their bill was (The month before it was switched) was two hundred dollars and my bill was almost $350.That alone equates to 100 dollars back. I was reimbursed at that point for the $137.00 which was applied to that bill making it $200 dollars but you're saying that reimbursement amount of $137 is from when I first moved into the apartment in July. If my ********* **** was $200(which was actually my billing amount before the switch) and my bill was $300 dollars right there that would be 100 dollars back from one month of electricity from the 15th to the 15th.  The only way that I won't believe I am being scammed by your office at this point would be to see each bill from my neighbor 4198 and subtracting each of his bills from my bills. He lived and worked from home and was in his apartment almost 24 7. In December, for three weeks I was not at home but yet my bill was between $300-400. I don't believe your comparison is correct. At this point I would want to see the differences between each bill since I moved in, or I will continue reaching out to different lawyers and organizations about how I can handle this situation. I have documented every single company I have spoken with and contacted and am prepared to take this to court. Due to my interaction with ***** the operations manager who again, laughed at my mom and I's questions about my electric bill has put me on high alert and made me believe you all do not care about the issue YOUR company caused when switching the meters.  I also have recorded documentation of when I contacted your office prior to them coming out and checking my meter in March. Back in January when I called about my December bill, I was told by an employee that everything, "looked normal" as far as my meter, even though I had explained to them that I had not been home for three weeks and could not have used that much electricity if no one was home, but who could? My previous neighbor who worked from home and was always in his apartment. I could believe he was using $300-400 dollars' worth of electricity but not me if I was not in the apartment and was out of the country for work.

   

  I genuinely believe that this is a cover up and by being a third-party energy company that you all are regulating yourselves within your company is a scam. I believe that there is no way that I used nearly as much electricity has my previous neighbor. 
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/05/2025

  Hello Tomara,
  Attached are the invoices for the opposite unit, allowing you to review their usage. All personal and identifiable information has been removed from the bills. For clarity, I will refer to the customer who was incorrectly billed for your usage as "*** ***."
  Monthly Usage Breakdown
  - July: *** *** was billed for a full month (6/15 to 7/15) at 619 kWh.
  - The reading on 7/10/2024 for Meter ******** (your correct meter) was ***** kWh (photo attached).
  - From 7/10 to 7/15, 92 kWh ran through this meter. However, you were charged 129 kWh, creating a delta of 37 kWh.
  - August: *** were charged 706 kWh, while *** *** was charged 606 kWh ? Delta: 100 kWh.
  - September: *** were charged 664 kWh, *** *** was charged 558 kWh ? Delta: 106 kWh.
  - October: *** were charged 538 kWh, *** *** was charged 369 kWh ? Delta: 169 kWh.
  - November: *** were charged 476 kWh, *** *** was charged 506 kWh ? Delta: -30 kWh.
  - December: *** were charged 910 kWh, *** *** was charged 988 kWh ? Delta: -78 kWh.
  - ******** *** were charged 1715 kWh, *** *** was charged 1517 kWh ? Delta: 198 kWh.
  - February: *** were charged 248 kWh, *** *** was charged 340 kWh ? Delta: -92 kWh.
  - March: *** were charged 216 kWh, *** *** was charged 1127 kWh ? Delta: -911 kWh.
  Additional Explanation
  A key factor affecting the offset in usage is the home's vacancy period, during which little to no electricity was consumed and billed for. When a home is vacant, any usage of utilities does not get billed to the property since the *** or management group owns the infrastructure. Meaning, any usage is just vacancy loss. 

  Using meter readings for verification:

  - Meter ******** (***r correct ERT)
  - 7/10/2024: ***** kWh
  - 3/15/2025: ***** kWh
  - Usage: ***** - ***** = 7645 kWh
  - Meter ******** (Incorrect ERT that you were billed for)
  - 7/10/2024: ***** kWh
  - 3/15/2025: 4861 kWh (which corresponds to ****** kWh)
  - Due to meter rollover, the corrected usage is:
  - ****** - ***** = 8453 kWh
  This means you were overcharged by 808 kWh (8453 - 7645).
  Rate Calculations
  Below are the monthly AEP billed rates:
  | Month | Generation | D/T | Total Rate | 
  | July | ***** | ******* | ******* | 
  | August | ***** | ******* | ******* | 
  | September | ***** | ******* | ******* | 
  | October | ****** | ******* | ******* | 
  | November | ****** | ******* | ******* | 
  | December | ****** | ******* | ******* | 
  | January | *****8 | ****** | ******* | 
  | February | *****8 | ******* | ******* | 
  | March | *****8 | ******* | ******* | 
  | Average | ******* | ******* | 0.17 | 
  
  Applying the average added rate of $0.17, the excess usage of 808 kWh amounts to $134.37.
  Let us know if you need any further clarification.

   

  
  

  Customer Answer

  Date: 05/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23016665
  
  I am rejecting this response because: My lawyer and or I will be calling to request print outs of the bills that were supposed to be mine. With the dollar amount. Not the amount of ***** of electricity used. The print out bill, because let me remind you. The bills you sent to my neighbor were my bills and I have the right to view them as such.

   

  
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/14/2025

  Hello ******, 

  We have carefully addressed all of your requests. The bills we previously provided (and have included again for reference) do indeed reflect the dollar amounts for electricity. The only details we omitted pertain to your neighbor's water usage, service fees, and the AEP customer charge, as these are unrelated to your billing.

  
  If you have any further questions or require additional clarification, please don't hesitate to reach out. Thank you!

• Initial Complaint

  Date:11/23/2024

  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.

  I own a unoccupied condo (since before covid) at *********************. Our condo switched from Guardian to PEM for our water. For the past 4 years I have paid $16-$17 per month to basically keep my connection clear while I collect funds to renovate the unit. Right now the unit is completely vacant with no flooring or bath or kitchen. No water has ran in years. PEM sent a first bill of what they call an estimate of $229.66. I went through this with my property in ******* so i understood when the new meters adjust that the bill would be adjusted without late fees. I have spoken with PEM more than 10 times and asked to notate my account on the matter. I met with a PEM tech at my condo and he put a new metering device in the unit and he could clearly seen the condo is vacant with zero water usage and said he would notate this. I just recieved another bill for $114.61 but the beginning usage and current read usage are the same. So clearly the new meter is working, however, i am still being charged late fees, water and sewer fees for NON usage. Calling has not resolved the matter. I have attached my Bill PDFs and bill 4 is the only one that read total usage of ZERO. The others are estimates, but PEM has charged me on estimates and have made no adjustments to my billing. I should only be paying access fees and administration fees.

  

  Business Response

  Date: 11/26/2024

  Hello *****,
  
  Thank you for sharing your concerns regarding your water billing. We completely understand your frustration with the situation, especially given the unique circumstances of your vacant unit and the long-standing history with the billing process.
  
  First, we want to sincerely apologize for the confusion and the inconvenience you've experienced with your billing. We strive to ensure accurate billing, especially in cases where there is no water usage.
  
  We have reviewed the incoming calls associated with your account and show only two calls. During these conversations, the customer service representative clarified the situation, removed the two late fees (which were the only ones on your account at the time), and explained that you would need to pay the next bill on time while awaiting the processing of your work order. We fully understood your concerns, took the time to address them, and provided a clear resolution.
  
  The work order has been completed, and a credit has been applied. Your monthly bills will be approximately $28, which includes the base charges for water, the administrative fee, and equipment fees.
  
  Thank you for your patience and understanding. Please contact PEM directly if there is anything else you need from us ************ or **********************************

• Initial Complaint

  Date:09/23/2024

  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.

  PEM just became the new water management company for a condo that I own. PEM estimated the first two month. The water bill came to $148.02 for 2 months for a vacant condo. ( the water bill was around $16.00 with the old company Guardian who used to manage the water) the third month was an actual read, showed 0 usage because the previous estimated amount was so high. With 0 usage, the bill is still over 29.00 for the month due to their normal fees. Since I was overbilled for the first two month, the bill should be adjusted to reflect this. The lady at PEM says they can’t adjust it and I just need to pay the bill passed on the overbilled amount due to the ridiculous estimated bill. With 0 usage, how can a bill still be over 29.00. Usually the sewer fee is the largest amount on a bill. These are not individual homes with a sewer tied into the main. These are 48 condos with shared sewer lines ties into one main. This company should not be allowed to get rich off taking advantage of people using public utilities.

  

  Business Response

  Date: 09/23/2024

  Hello! I am able to see your concerns were address and your account was corrected with Pioneer Energy Management. As you mentioned, we are new to servicing this community so we would have no idea that a property is vacant until you upgraded your meter with the appointments we have been scheduling. Now that we are aware the property is vacant, we were able to fix the bill. Also, now that we have replaced the transmitter, bills going forward will be based off actual usage from the property.
  
  We are not a utility company, meaning we do not own, purchase or distribute commodities. We are a service for companies such as apartment communities, HOAs/COAs. In your case, ********* **** owns the infrastructure, we collect on their behalf and send them their money when bills are paid. They are the customers of Columbus City Water. They receive one bill per month based on the master meter (known as the source bill) and they pay invoice. We do make no profit on water and sewer consumption.
  
  Happy to assist you if you have any further questions!

• Initial Complaint

  Date:08/07/2024

  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.

  Pioneer energy charged me 2 NSF fees On 5/28/25 & 07/19/24 ***** fee And a disconnection fee 125 7-16/24 and I was never disconnected. I need these fees waived . I have already talked to Pionner and they told me my bank account had to have the exact amount of charge in my bank for a week for my fee to be waived. If an amount comes out. Any human would assume its processed

  

  Business Response

  Date: 08/13/2024

  Hi *******. We apologize for any confusion regarding the fees applied to your account for disconnection and returned payments. Let me take a moment to explain each process.
  
  The disconnection notice you received stated that payment needs to be made by noon the day before disconnection to avoid additional fees. Please see attached the highlighted wording from your notice that explains the disconnection fee of $125 will be applied to your account if payment is not received at that time. As of July 15, 2024 at noon, the day before disconnection day, we had not received sufficient payment on your account to avoid the $125 disconnection fee.
  
  On July 16, 2024, the day that disconnections occurred, you made a payment at 9:42 am in an effort to avoid your electric being shut off. Since we received your payment we did not disconnect your electric. However, the fee was still applied to your account since payment had not been received by noon the day before.
  
  I have also included our Return Payment Policy. This policy explains that a return fee of $75 can be charged for the following reasons: insufficient funds, closed account, disputed payments, account frozen, stop payment, unauthorized payment, unable to locate account and non-transaction account. You received two fees because sufficient funds were not in your account at the time the payment was made. Unfortuantely, it takes roughly a week to notify customers of returned payments due to the timing it takes for banks for notify PEM and for our team to make those adjustments to customer accounts. To have this fee waived, customers must provide ********************** with a bank statement to verify that funds were in the account at the time the payment was made. 
  
  If you feel as though the return payment fees have been applied to your account in error, please contact a member of our customer support team. We are happy to review your account and waive any fees that you are able to supply bank statement proof for. 
  
  If you have any further questions or concerns, please let us know. Thank you.

  Customer Answer

  Date: 08/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22104946
  
  I am rejecting this response because: 
  I have not received a response from the company.
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/06/2024

  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.

  I am forced to use this company for water at my home. They charge ridiculous fees for payment, no matter what payment method you choose. They change their fees bi-annually, forcing you to switch how you pay so that you can choose the payment method that charges the least, and then their system doesn't autopay on time, causing you to incur additional late fees, or they deduct from your account without prior authorization. It's a racket. This business scams everyone who is forced to use its services. Oh, and when you call, they're either "out to lunch," or you dial an "invalid entry" on the call system, so they're incredibly difficult to reach.

  

  Business Response

  Date: 08/13/2024

  Hi *********. We wanted to take a moment to address some of the concerns from your recent complaint. 
  
  As of July 18, 2024, our offices close from 12pm to 1pm in an effort to allow our customer service representatives to take a lunch break. Our call system tracks missed phone calls and we work to call all customers back as soon as we return from our break. We do apologize though, if you have had any difficulty reaching us during this timeframe. 
  
  Also, we have historically adjusted our payment processing fees once a year, not bi-annually. The following fees began as of April 1, 2024 -- all credit and debit card transactions will be subject to a 3.75% processing fee (with a minimum fee of $2.00), while all ACH payments will incur a $1.75 fee per transaction. Customers do have two options to make a fee-free payment, by either mailing a check to us or signing up for BillPay through their banking institution.
  
  In reviewing your account, our records indicate that you were signed up for automatic payments from June 2022 through March 2024. On March 4, 2024, you deactivated your automatic payment set up. From March through May, we did not receive a payment from you, resulting in late fees being added to your account each month.
  
  On May 23, 2024 you re-activated your automatic payment set up. Also on that day, you initiated a one time online payment in the amount of $116.31, which was the total of your past due bills, excluding the late fees you had incurred.
  
  I have included a screenshot of the notice customers agree to when signing up for automatic payments through our online portal. It states "By choosing the AutoPay option, you agree to have funds withdrawn from your saved account on a recurring basis. AutoPay transactions will be activated after the next regular bill is issued and will process 4 days prior to the due date on the bill."
  
  Since you re-activated your automatic payment set up on May 23, 2024 and did not pay your full balance, our automatic payment system processed a transaction on June 10, 2024 as designed for your remaining balance of $11.78.
  
  I have included your account ledger for your review, along with an account log showing the dates that you activated or deactivated your autopay set up. We recently waived a late fee after speaking you, which you can see notated on your ledger as well.
  
  Please note that any late fees that you have incurred have not been due to an issue with our automatic payment system, but instead non-payment by the due date on your bill. If your account is not paid in full, that remaining balance is subject to a late fee. 
  
  We hope this explanation and the attached ledger help clarify what has taken place on your account and how our fees and automatic payment process works. If you have any further questions or concerns, please reach out to our team and we would be happy to discuss this further. Thank you.

  Customer Answer

  Date: 08/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22099871
  
  I am rejecting this response because: Your business runs inefficiently and uses out of date systems and that makes for it difficult for your customers (many of whom did NOT choose your business) to be successful with their payments. As an Operations Director, this is one of the most poorly run businesses I have ever had the pleasure (nightmare) of working with. If I did have a choice, believe me, I would select another water provider and will be looking into ways to do that. 

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/26/2024

  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.

  Pioneer Energy Management billing scam:I am being billed ***** for Sewer - DCRSD (attachedPioneer bill pdf)the correct price should be $23.40 (attachedDCRSD pdf)I live in a one-bedroom apartment at Orange Grand Communities in ********, **, and despite using energy-efficient smart lighting and minimal water, my monthly bill is now over $200. Here is an example I dug into that will explain the PEM's scam (I'm sure they do this for all other utilities on the bill as well). According to the Delaware County Regional Sewer District (DCRSD) pricing table, the cost for sewer for efficiency and one-bedroom apartments should be $23.40. However, Pioneer is charging an outrageous $*****.When I contacted both Pioneer and DCRSD, Pioneer falsely claimed that they have to charge everyone the same rate as if it were a single-family residence. DCRSD clarified that each building is charged a negotiated rate when the service is established, meaning the actual cost per unit is likely much lower. This practice seems not just deceptive, but potentially illegal. It appears that Pioneer is masking the true cost provided by DCRSD while inflating the rates they charge tenants.An honest approach would include an additional line on the invoice stating: "PEM broker fee (example): $89.36 (electric, water, sewer)." This would transparently indicate the extra charges being added, reflecting the true costs more accurately. However, Pioneer's current approach obscures the real costs and unfairly overcharges tenants, which is both unethical and misleading.I spoke with ******, the PEM customer service manager, and she confirmed that this is how Pioneer Energy profits. PEM simplifies billing for property owners, but Pioneer charges both property managers and tenants. It seems 30-40% of each tenant's bill is Pioneers profit, disguised as utility fees with the utility provider listed on the invoice.

  

  Business Response

  Date: 08/08/2024

  Hi ****. We apologize for any confusion regarding your Pioneer Energy Management bill and rates at which your usage is being charged. We bill the rate that is listed under "Condo" when individualizing *************************************** (*****) bills. The regulatory language around rates and billing is that it is permitted to bill a resident the rate established for a similarly situated customer being serviced directly from that utility provider.
  
  In the case of apartment communities, we align the most similarly situated customer as the condo user. In a hypothetical scenario, where the apartment user owned his unit and was serviced directly, it would not be classified as an apartment, it would be classified as a condo through *****.
  
  ***** offers discounts for apartments for a few reasons, among them is that there is a single bill and single account that pays for the entire community. So, while we understand that the actual charge we receive for a one bedroom apartment's sewer is slightly less than what the condo rate is, the difference in these amounts is what allows us to offset the additional logistical and operational costs of separating that single bill into hundreds of individual bills for the community. These logistical efforts not only include the issuing of hundreds of bills every month, but also the time and manpower needed for account ********************** responsibilities, collection efforts, and to remain compliant in mandated record keeping.
  
  We hope this helps to clarify the ***** fee that you see on your monthly bill. If you have any further questions, please do not hesitate to contact us. We would be happy to discuss this further with you.

  Customer Answer

  Date: 08/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22048631
  
  I am rejecting this response because: 

  Your response just highlights how Pioneer Energy Managements billing practices are a blatant scam. I live in a one-bedroom apartment, so according to the regulatory language you cited, a similarly situated customer would be another one-bedroom apartment, not a condo. I should be charged the rate for "Efficiency & One Bedroom Apartments" as defined by the ****** which is $23.40, not the $39.00 you are charging under the "Condo" rate. This is not a minor discrepancythis is you deliberately misclassifying the units to inflate the charges.

  Youre hiding behind the utility providers name to mask your own price gouging. Youre not passing through the actual cost but instead padding it with whatever amount you want, then labeling it with the utility provider's name to make it seem legitimate. This is nothing short of deceptive and unethical. Your so-called clarification just proves my pointPioneer Energy Management is exploiting tenants by charging inflated rates under the guise of regulatory compliance. This is a scam, plain and simple. Many other negative reviews echo this exact issue, further proving my point.

  
  Regards,
  
  Mark

  

  Business Response

  Date: 08/21/2024

  Hi ****. We apologize for your frustration regarding the ************************ Sewer District fees included on your monthly bill and our decision to bill you as a similarly situated customer as a condo user. As a sub-metering company, we do not break down these fees per customer based on their individual floor plan style within an apartment community. As previously explained, we are permitted to bill a resident at the rate established for a similarly situated customer. We understand that you do not agree with this decision and apologize for the increased cost and frustration it has caused you. While we understand you do not agree, we feel as though we have explained our position in regard to these fees. If you have any other questions pertaining your account with us, please let us know.

• Initial Complaint

  Date:07/25/2024

  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 am a tenant at ******************************, ****. We were paying our water directly to the rental office because the units did not have water meters in them, so I guess the total of the bill was divided by all the units and the rental office paid the bill.

  Our lease says we are to pay $60 a month for water, and then they decided to go with pioneer Energy Management. I was told our bill would NOT go up as long as we stay at or under using 2000 gallons of water a month. Last month was the first bill and they were only to bill half a month at $30 and they tried to sneak in a whole months payment at $60. I was having none of it and called them on it, and they corrected it. This month they added a bogus charge of $20.01 called water and sewer usage.

  I know it's bogus because I actually went to the water department and spoke with the billing clerk, and she confirmed this charge was not a valid charge. Water and sewer usage is actually a part of the water and sewer base charge, which mine is $44.46. There is an actual capital expense that is valid and of. course they have to ***** us for even more money by charging us a $6.50 water billing fee. With their bogus usage charge my bill totals $82.59.

   

  

  Business Response

  Date: 07/26/2024

  Hello ****. We apologize for any confusion regarding your monthly water and sewer fees and usage since Pioneer Energy Managment has taken over the meter reading and billing responsibilities of your home.  
  
  Your community was previously on a flat rate billing system. Under the previous flat rate billing system, individual usage was unaccounted for and all resident bill amounts had to be estimated from the communitys master water and sewer bill.  Under that billing system, low-water users were unfairly subsidizing the high-water users, leaks went undetected and there was no incentive for water conservation. Since then, an individual water meter was installed in your home. Under the new, metered billing system, you now only pay for water and sewer that you actually use.
  
  On your bill, you will see the following charges: water and sewer base charges, water and sewer usage charges, capital improvement fees and a water billing fee. 
  
  The water and sewer base and usage charges are calculated based on your actual usage and are charged at the same rate the city bills for. We break out the base fees from the usage fees for transparency. The capital improvement charges are based on a Pataskala city ordinance, where for every ***** gallons used, $3 is added to the bill for water and $3 is added for sewer. The water billing fee is including on your bill to cover the cost for reading your meter, generating your bill and managing your utility account.

  A member of our customer support team plans to contact you soon as a follow up to your recent call to our office. We hope that between this response and having the opportunity to speak with a member of our team, we are able to answer all of your questions and provide clarity to your monthly bills. If you have any further questions or concerns, please feel free to contact us again. Thank you.

  Customer Answer

  Date: 07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22042374
  
  I am rejecting this response because:  PEM billing a separate charge for water sewer usage and for Capital improvements, after going directly to the Pataskala water department I was told that both of these charges are included in the total calculation for my usage of water for 2000 units which is $56 46. The separate charges PEM is billing is them trying to make extra money off tenants who are already paying ******* to ******* a month for rent, and some are paying 200 to 300 for Electric. This billing practice is not acceptable! Being dishonest will get you nowhere, I have attached the written breakdown from the water billing Clerk for Pataskala, and she stated these charges do include usage and capital improvements, so please do not keep lying about these extra charges!
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/08/2024

  Hi ****. We're sorry to hear our previous response did not clarify the charges on your bill. PEM billing will mirror a bill the city municipality would send out in regards to charges, base, usage and capital improvements. PEM does add on our own service fee ($6.50), but the other charges on your bill are at the same rate determined by the city. PEM breaks down these billing charges for transparency which is why the base and usage are two separate line items; on a city bill these may be lumped together.

  Base fees are set by the municipality and are in place so that even if no water is consumed a bill will still generate income. The usage charge is the amount of water used during the billing cycle and the final charge of capital improvement is a city ordinance. The ordinance states that for every ***** gallons of water used a $3.00 charge for water and a $3.00 charge for sewer is charged. So for every ***** gallons of water used a $6.00 charge is added to the bill. All of these amounts are determined by the city, which we simply display on your bill each month.

  PEM is not adding any additional fees into your usage charges, these are the fees for the water you used in your home during the billing cycle, charged at the rate the city has determined. 

  If you have further questions, please call our office so that we can speak directly with you. Thank you.

  Customer Answer

  Date: 08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22042374
  
  I am rejecting this response because: 
  PEM has not resolved my complaint or any other within my apartment complex. If you look at their response it is word for word from their previous response, however they keep neglecting to explain why they are charged me an extra charge of $20.01 for usage which they still have not explained. They do NOT mirror our water department and they also used another county's water billing charges on our first bill and still never credited any of our residents water bills. Then again PEM has over 41 accounts that I am aware of from **** alone with the BBB and none of the are resolved. They may be closed, but people get tired of arguing with crooks, I have all day to fight for what is right and won't stop until they correct my first bill, and refund my $20.01 for the extra usage fee they charge me water/sewer.

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/13/2024

  Hi ****. We are sorry to hear that our last correspondence did not provided the clarification you were looking for. Please let us take a moment to explain further.
  
  First off, you are correct that there was an error on the entire community's first billing. The community was charged Southwest ************** Sewer District (SWLCSD) rates, but should have been charged City of Pataskala rates. This issue was identified and corrected. According to the reconciliation that our team completed for your home, you would have been charged an additional $3.09 in base charges on the first bill which was issued on July 8, 2024 if City of ********* rates had been used. However, per your property management company's instructions, PEM left your bill as originally issued, rather than place a true-up charge on the account.
  
  Also, per your property management company, you are no longer being billed via metered reading. Instead, you have reverted back to flat rate billing as stated in your lease with the community.
  
  Per the flat rate fees and City of Pastakala's calculations, below is the equation that determined your bill:
  
  City of *********:
  Capital Improvement Charge = $6.00/1,000 gallons as noted
  Monthly flat fee water = $15.57
  Monthly flat fee sewer = $28.89
  Tiered water usage rates: Per the City, the first ***** gallons per each master meter is covered under the base fees. The ***** gallons is divided among the residents, bringing the tiered amount to 587 gallons per unit. Therefore, the tiered rates per unit are ***** gallons = $0.00; all usage over 587 gallons is charged at $0.01482/gallon per the published rates.
  
  The below is the calculation for the usage fee in question: 
  1,938 gallons used
  - 587 gallons (covered under minimum)
  = 1,351 gallons
  1,351 gallons x $0.01482 = $20.02 (rounded down on the billing to $20.01)

  Please take a moment to review this information and let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:07/05/2024

  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 received a bill for a leaking water meter for $329.00 that is due to be paid by 07/12/24. I live in a condo. I am the original owner for 24 years. Neighbors in here told me the water meter belongs to the water company, pioneer Energy Management, call them and they will replace it which I did but was never told l had to pay for it or how much it was. I was shocked when I received the bill! When I called them I was told I had to pay for it. I don’t believe this is my responsibility and being 79 and on a fixed income I told them I can’t pay for it by the dur date and was told it would cost $55 more to make payments!

  Customer Answer

  Date: 07/16/2024

  
  Yes. My complaint number is ********. My name is ******* *******. My number is ###-###-####. And what I want to know is I owe $329 to Pioneer Energy Management, and I am disputing that. And anyhow, it's due the 12th and they told me if I needed to make payments that it would be $55 more. So I was wondering how this is gonna work if I'm gonna have to end up paying $55 more. That's kind of my question. Let's see, I have to go to ***** City and I probably won't be back, let's see. You could probably get me between 315 and 340, otherwise I'm not going to be here. I have to be at church at 4, and I won't get back to my appointment until then. So if you could give me a call back, I'd appreciate it. Thank you very much. Or leave me a detailed message. Thank you.

  

  Business Response

  Date: 07/17/2024

  Hi *******. We apologize for any frustration regarding your experience with Pioneer Energy Management. Your home recently required a water meter replacement due to a leak, and the fee for that replacement was added to your account. We understand that this additional expense can come as a surprise and we want to help you keep your account current. You have called and spoken with a member of our customer support team and we offered to set up a 6-month payment plan to help pay down your outstanding balance. Furthermore, we have offered a one-time late fee removal should one be added to your account. 

  Again, we apologize for any frustration caused by this added expense and we hope that the payment plan we have offered will help you pay for the cost of replacement over a longer period of time. Should you have any further questions or concerns, please contact our team again so that we can address them. Thank you.

  Customer Answer

  Date: 07/19/2024

  What they didn’t say is that they add $55 more to allow me to make payments. What does the water meter cost them?? Someone needs to oversee that!! $329 for a water meter?? Who oversees this? They are gauging the public!!!!!

  Customer Answer

  Date: 07/26/2024

  What is pre-purchase information? Do you oversee this company or who does? What are they paying for the water meter?? When they are charging the public $329!? I can’t believe no one has asked this question before! They are gouging us! !!!!!!

  

  Business Response

  Date: 07/29/2024

  Hello *******. We apologize if our last response did not answer all of your questions. We would be happy to explain further. 
  
  As the owner of your condo, you are also the owner of your water meter, and therefore are responsible for the cost of your water meter replacement. Since the meter in your home was leaking and needed replaced to prevent unnecessary water usage or damage to your home, our field technicians replaced your water meter. The amount that was added to your account was for the cost of the meter itself, along with an installation fee. 
  
  In an effort to help you with this unexpected expense, we agreed to set up a payment plan. This 6-month payment arrangement was based on paying your current bill, along with an additional amount that would go toward the water meter replacement. This would allow you to stay current on the most recent billing cycling while also paying down the water meter replacement balance.
  
  Our records indicate that you have chosen to go ahead and pay the meter replacement cost in full instead of following the payment arrangement. We appreciate you making the effort to take care of this balance in full. If you have any further questions or concerns, please let us know. We would be happy to assist you.