Complaints

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:07/09/2025

  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.

  On Aug. 29, 2025 I received an Account Collection Notice dated Aug. 25, 2025 (attached) from Carma informing me that my account was overdue and that a service charge of $40 would be applied to my account. In fact I paid my account in full on Aug. 24, 2025 including the overdue amount of $87.88 along with the late payment fee of $1.32 and the current charges of $107.47 totalling $196.67 (BMO bill payments statement attached). On Sept. 2, 2025 I sent Carma a letter (attached). I am waiting for a reply but as far as I know the document I requested does not exist. Carma does not have the legal authority to impose a $40 service charge on an overdue account. Section ***** of the Electricity Act (attached) does not authorize it to do so. The contract I signed with Carma (attached) does not authorize it to do so. The Carma Billing Services **** Contract Terms (attached) do not authorize it to do so. The billing statement (attached) does not authorize it to do so. The billing statement contains the following notice: 1.5% per month late penalty on overdue accounts. Section 5 of the Carma Billing Services **** Contract Terms reads: An interest charge of 1.5% per month shall apply to all accounts not paid in full on or before the due date.That late payment fee was applied on the 08/22/2025 statement and I paid it. Unless Carma can produce an Authority authorizing it to charge me a $40 penalty in addition to the late payment fee this fee is the only one it can legally charge me. Any attempt on the part of Carma to impose a $40 service charge under the pretext that my account is overdue is ******** be able to legally impose a $40 service charge on an overdue account ******************** must satisfy two conditions. It must show that it has the right to do so under a legal Authority and it must show that it informed the customer it would impose a $40 service charge on the account if it becomes overdue before the account becomes overdue. Carma does not satisfy either condition.

  Business Response

  Date: 09/09/2025

  hi *******,

  Thank you for reaching out and sharing your concerns regarding the collection notice fee. I truly appreciate your communication and understand that receiving such notices can be frustrating.
  To provide some clarity, CARMA issued your July invoice on July 23, 2025, with a due date of August 13, 2025. We received payment for both your July and August invoices on August 26, 2025. Because the July invoice was paid after its due date, our system automatically generated a collection notice on Aug 24, 2025 and applied the associated fee, in accordance with our Conditions of Service, which were agreed to during your enrollment.

  That said, since the payment has now been made, and understanding that life and work can sometimes make it easy to miss an email, Id like to offer a one-time courtesy waiver of the collection notice fee. We value your commitment and want to make things easier moving forward.

  To help avoid any future missed payments, I recommend setting up Preauthorized Payments (PAP). This ensures your invoices are paid automatically on their due date, giving you peace of mind and time to review your bill beforehand.

  If this sounds helpful, you can set up PAP through our portal using the link below:
  ************************************************************************************************;

  Please dont hesitate to reach out if you have any questions or need assistance with the setup. We're here to help!

  Have a great day!
  
  ********** ****** | Client Services Manager
  CARMA Corp.
  
  Office: ************ or ************
  Email: *******************************************************************************
  ******************************  
  ***************************************************************************************;
  
  
  Confidentiality Warning: This e-mail contains information that is confidential and is intended only for the use of the named recipient(s). If you are not the intended recipient, you are hereby notified that any review, copying or distribution of this transmission is strictly prohibited. Please contact CARMA Corp. immediately if you have received this transmission in error and delete this message.
  

   

  Customer Answer

  Date: 09/09/2025

  I am accepting the business's response and have replied with the following.

  Good afternoon,
  

  Thank-you for this information. However, it overlooks a number of points, as follows:

  Section 7.2 of Carmas Conditions of Service reads: Carma will issue a reminder notice three (3) days after the Billing Due DateCarma will make reasonable efforts to contact the customer directly. I never received a reminder notice either by phone or by email. If I had this matter would have been avoided.
  
  Section 10.5 reads: Carma may send an account collection notice that may be subject to a $40 charge  This section is clear. There was no need to impose a $40 service charge except that Carma wanted to. 
  
  Section 4.3 reads: All customer accounts sent to a collection agency will be subject to a $40 charge. My account was not sent to a collection agency yet a $40 charge was applied. 
  
  In his reply to my Better Business Bureau complaint ********** ******, Client Services Manager, wrote: our system automatically generated a collection notice on Aug. 24, 2025 and applied the fee. However, the collection notice I received is dated Aug. 25, 2025 and not Aug. 24, 2025. I paid all amounts in full on Aug. 24, 2025. He goes on to say: To avoid any future missed payments, I recommend setting up Preauthorized Payments (PAP). This ensures your invoices are paid automatically on their due date, giving you peace of mind and time to review your bill beforehand. 
  
  My experience with Carma has not been good and I do not intend to set up preauthorized payments. I would however like to make a suggestion that is just as effective. Since Carma forces e-billing on customers and I have explained that I don't like e-billing because emails are easy to miss or overlook why does Carma not send me a payment reminder 5 days before the Due Date. Both the banks that issue my credit cards send me a payment reminder 5 days before the Due Date if payment has not yet been received and they also send me paper statements! My mobility provider also sends me a payment reminder on the Due Date if payment has not been received. Why cant Carma do the same? Its just one more email and Carma likes emails. Finally I think Carma is abdicating its responsibility by sending an email link to its Conditions of Service in the Contract Terms. To increase the likelihood of customers reading ********************* Conditions of Service It should send the document itself along with the contract. That being said I am glad to see Carma is reversing the $40 service charge. Given the above imposing it would be an abuse of power.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/09/2025

  hi *******,

  Thank you for reaching out directly to our customer service team. Im glad we were able to assist you with setting up an online account alertthis feature will help remind you when bills are approaching their due date.

  Just to provide a bit of background: collection notices are issued as part of our process to remind residents of any past due invoices. These notices also involve administrative costs, which is why the collection notice fee is outlined in our Conditions of Service.

  That said, we completely understand that things can sometimes be missed due to individual circumstances. We always aim to be fair and accommodating, and in this case, we gladly waived the fee as a one-time courtesy.

  Please dont hesitate to reach out to us directly if you have any further questions or need assistance in the future.

  Have a great day!
  
  ********** ****** | Client Services Manager
  CARMA Corp.
  
  Office: ************ or ************
  Email: *******************************************************************************
  ******************************  
  ********************************************* 4R3 
  
  
  Confidentiality Warning: This e-mail contains information that is confidential and is intended only for the use of the named recipient(s). If you are not the intended recipient, you are hereby notified that any review, copying or distribution of this transmission is strictly prohibited. Please contact CARMA Corp. immediately if you have received this transmission in error and delete this message.

  Customer Answer

  Date: 15/09/2025

   
  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. However, I don't accept the explanations provided to justify the $40 penalty in addition to the interest indicated in the Terms of the contract and on the bill. But the penalty has been waived, and going forward I will be notified before the Due Date and not after, which should avoid future issues.

  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/09/2025

  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.

  Complaint Against: CARMA Corp. (Utility Sub-Metering & Billing Services)Location: ****************************************)Summary:My July 2025 CARMA bill is highly inaccurate for a single occupant who lived in the unit only 20 days. Charges are inflated, inconsistent with actual meter readings, and not transparent.Gas:Billed 90 m ($65.84), but my meter photos show only ~28 m (******* ? ******* ft). At $0.731552/m, the correct charge is $20.72. I was overcharged by ~$45.Electricity:Billed 180 kWh ($55.92). For one person/20 days, usage should be far lower. I was never informed of my meter location, so I cannot verify the reading. This suggests CARMA used an estimate, not an actual meter read.Water:Billed 37 m ($188.22). Normal single occupancy use is <7 m for 20 days. While the meter matched the billed figure, such excessive consumption points to either a faulty water meter or a plumbing leak. No inspection has been ************** Bill:The total of $365.36 is unreasonable for one person, 20 days. This strongly suggests billing errors or negligent practices.Actions Taken:I contacted CARMA and property management, provided gas meter photos, and requested review. To date, I have not received a satisfactory explanation or correction.Resolution Requested:Correct the gas charge to ~28 m.Verify and adjust electricity charges with actual meter data.Inspect the water meter and plumbing.Refund/credit overcharges and ensure future bills are accurate.CARMAs billing practices represent unfair treatment and lack of transparency. I request BBB intervention to protect my consumer rights.

  Business Response

  Date: 10/09/2025

  Hi Runcong,

  Thank you so much for reaching out and for bringing your concerns to our attention. First and foremost, I hope your recent move went smoothly  welcome to CARMA! We're here to support you every step of the way.
  I understand you have several billing questions, and I want to assure you that Ill be addressing them directly and thoroughly.
  To give you a bit of background: CARMA bills for electricity, cold water, and gas consumption. Each unit is individually metered, and your property management team can assist you with locating these meters. Please note that electricity meters are housed in a secure metering closet, accessible only by trained technicians.
  We also offer a consumption portal where you can view your individual meter usage. On your bill, youll find indicators showing whether readings are actual or estimated:

  MR stands for an actual meter reading.
  CE indicates a computer-generated estimate.

  Your most recent bill shows actual readings across all utilities. That said, Ive requested a deeper review of the raw data on our end to ensure everything is accurate and consistent. Ill follow up with full details via direct email shortly. Thank you for providing gas meter photos.

  Thank you again for your patience and for giving us the opportunity to make things right. I will email you the details of the investigation shortly.

  Have a great day!
  
  ********** ****** | Client Services Manager
  CARMA Corp.
  
  Office: ************ or ************
  Email: *******************************************************************************
  ******************************  
  ***************************************************************************************;
  
  
  Confidentiality Warning: This e-mail contains information that is confidential and is intended only for the use of the named recipient(s). If you are not the intended recipient, you are hereby notified that any review, copying or distribution of this transmission is strictly prohibited. Please contact CARMA Corp. immediately if you have received this transmission in error and delete this message.
  

• Initial Complaint

  Date:22/08/2025

  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.

  Im trying to close a Carma account and they won't, form has to filled out online. I don't have access to online, I refuse to pay for services I dont need, they have my name hooked up to an account they won't close, if I must call a lawyer I will, but wanted to file complaint first.

  Business Response

  Date: 25/08/2025

  hi ******,

  Thank you for your email. We also have a PDF form that you can complete so we can close your account. I have attached the form here as well for your completion. Once you have completed the form please send back to our Carma ************* <*********************************************************> so we can process it accordingly.

   

  Have a great day!
  
  ********** ****** | Client Services Manager
  CARMA Corp.
  
  Office: ************ or ************
  Email: *******************************************************************************
  ******************************  
  ***************************************************************************************;
  
  
  Confidentiality Warning: This e-mail contains information that is confidential and is intended only for the use of the named recipient(s). If you are not the intended recipient, you are hereby notified that any review, copying or distribution of this transmission is strictly prohibited. Please contact CARMA Corp. immediately if you have received this transmission in error and delete this message.
  

• Initial Complaint

  Date:07/08/2025

  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.

  Summary: Unjustified Post-Closure ******************************** Failures Company: Carma Crop (Utility Billing) Issue: 1. Account *********************** Full payment made + account officially closed on May 5, 2025 (move-out form submitted). 2. Unexpected Charge: - Received unexplained $89.27 CAD bill on August 7, 2025 (3+ months post-closure), threatening collections. 3. Service Deficiencies: - No itemization: **** lacked charge details. - Blocked access: Cannot log in to closed account. - Unreasonable fees: Demanded **$15 to email invoice copy**. - No reactivation: Refused temporary account access for verification. Violations: - Charging closed accounts without prior notice. - Withholding billing documents unless paid. - Issuing collections threats for unverified charges. Demands: - Immediately waive $89.27 charge and halt collections. - Provide free itemized invoice by email. - ***** account access to review charges. Next Steps: - Escalate to CCTS/Consumer ************** if unresolved by september 5, 2025. --- Key Emphasis: "Closed accounts cannot accrue new charges retroactively. Withholding billing details unless paid $15 violates consumer rights." For details, please refer to the attachment.

  Business Response

  Date: 15/08/2025

  We have responded to the customer directly and provided the details of the final invoice that is still his responsibility. Customer has paid the balance. Account is closed.

  From: Carma Customer Care 
  Sent: August 11, ********* PM
  To: *********************************
  Subject: RE: Submission from Weijun **** on CARMA Corp Send Us a Message Form
  
  Hello WeiJun,
  Your account closed for June 1st. 
  Your Final bill for $89.27 on June 29th was your consumption from May 23rd to June 1st.   This invoice was due July 16th.   Please see attached.  
  
  Payment options can be found here: 
  **************************************************

  Customer Answer

  Date: 15/08/2025

   
  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,
  
  Weijun ****

• Initial Complaint

  Date:14/07/2025

  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.

  The Water does not match the billing amount .

  Business Response

  Date: 15/08/2025

  *****: ********* & KALMATIE SANTOKHI
  *************************************
  ************

   

  Account holder **** has already reached out to CARMA directly and provided meter reference. We are currently working on verifying her water meter number and reading consumption. We will also book suite entry to fix water meter communication.

   

  Have a great day!
  
  ********** ****** | Client Services Manager
  CARMA Corp.
  
  Office: ************ or ************
  Email: *******************************************************************************
  ******************************  
  ***************************************************************************************;
  
  
  Confidentiality Warning: This e-mail contains information that is confidential and is intended only for the use of the named recipient(s). If you are not the intended recipient, you are hereby notified that any review, copying or distribution of this transmission is strictly prohibited. Please contact CARMA Corp. immediately if you have received this transmission in error and delete this message.
  
  

  Customer Answer

  Date: 19/08/2025

  Complaint: 23595017
  
  I am rejecting this response because: I would like all the service charge and collection charge cancel it's not right for someone to try to mest up my credit for no reason. I did not do any things wrong .So they need fix it.
  
  
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 25/08/2025

  Hi *********,

  Thank you for reaching out and for your request regarding the removal of penalties. I have directly sent you an email requesting from additional meter reference so we can resolve your concern.
  Upon reviewing your account, I noticed that there have been no payments made since October 2024, which has unfortunately led to the application of late payment penalties.
  Wed be happy to help reconcile the total amount billed for water usage so far. However, please note that timely payment of bills is still required to avoid future penalties.

  Have a great day!
  
  ********** ****** | Client Services Manager
  CARMA Corp.
  
  Office: ************ or ************
  Email: *******************************************************************************
  ******************************  
  *************************************************************************************;
  Confidentiality Warning: This e-mail contains information that is confidential and is intended only for the use of the named recipient(s). If you are not the intended recipient, you are hereby notified that any review, copying or distribution of this transmission is strictly prohibited. Please contact CARMA Corp. immediately if you have received this transmission in error and delete this message.
  

• Initial Complaint

  Date:01/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  They did call me from Carma but they weren't helpful at all. had no explanation where this water consumption coming from, refused to send technician on their expense to check things. they said now the meter shows normal usage so everything is ok. However, during the whole time, my consumption hasn't changed. I haven't fixed any leaks if there was. and I have no idea how we went to that high consumption and back to normal. They acknowledge that it is strange but refused to find an explanation for it. I am taking this to the municipality. hopefully they can help me. these people only want the money.

  I have to add that I found out meantime that this same story is happening to other people and some people with big houses accept the charges cause they think there must be a leak somewhere for long that they weren't aware of.

  Customer Answer

  Date: 22/05/2025

  My complaint is regarding an extremely high water bill I received in March 2025, nearly $2,000 for cold water consumption. I was told this bill reflects usage from the previous four months (Nov 2024 to Feb 2025), during which they claim actual meter data was unavailable. 1. Conflicting Explanations: I have received contradictory information from different Carma staff. One informed me that I was sent an alert in Dec (which I later found in my inbox), but no further follow-up or unusually high billing occurred until March. That employee also mentioned that Carma intentionally delayed billing to avoid surprising my bank account (pre-authorized payments). However, a manager later told me the billing delay was due to a data transmission issue from the meter, which was only recently resolved. This contradiction is troubling. 2. Leak Assumptions : I was told the high usage may be due to a toilet leak, but I had only a minor issue that was quickly fixed. A continuous leak for 4 months would have been highly noticeable and disruptive. The manager confirmed that data transmission was functioning until November coincidentally during the exact window when this unexplained usage occurred. That timing raises questions. 3. Usage History Inconsistencies: My March bill reflects 5x my usual average, despite no lifestyle changes and no known leaks. 4. Meter Inspection: A minimum of $400 for a technician to check the meter, when it is unclear whether the issue is with the meter, the transmission, or your internal systems. Given the above, I am requesting the following: A full re-evaluation of my account and charges for Nov 2024Feb 2025, based on historical usage trends over the past 3 years. An investigation into the data transmission issue and clarification of how readings were handled during that time. A waiver or coverage of the meter inspection fee, given the lack of transparency and unresolved technical explanations. I am considering to escalate to the ********************.

• Initial Complaint

  Date:26/02/2025

  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.

  They charge a $40 fee if you bill is over due plus they charge a late fee charge plus they charge a fee for a paper bill, Ive tried several times to enrolling online billing and have not been successful. I have contacted their office to help me set up in paperless billing without any success. In this day and age when things are expensive why are you charging $40 for you account being past due,plus a late fee, if someone is going through financial hardship they can barely afford to pay their bill you charge them a late fee charge and a $40 for being past the due date. Thats too much, if my bill is $60 I end up paying $100+ cause I was late. Why do I have to pay a paper bill fee, when I joined the company online billing was not available and again I have tried numerous times to set up online billing and it hasnt worked.

  Business Response

  Date: 11/03/2025

  A consumer contacted CARMA through the Better Business Bureau to express concerns about:
  -Being charged a paper bill fee
  -A late payment charge
  -Challenges enrolling in E-Billing
  -Charges for carrying month-over-month electricity arrears
  
  In response, CARMA provided clear explanations and support:
  -Paper Bill **** CARMA clarified the process and the fee associated with receiving a paper bill. CARMA does not charge for E-Billing delivery.
  -E-Billing Enrollment: CARMA provided step-by-step guidance on creating an online profile and opting into E-Billing.
  -Arrears and Late Charges: CARMA explained that consumers carrying arrears receive a reminder letter 3 days after the due date. If the balance remains unpaid for 7 more days (10 days overdue), a further notice is issued. This can be avoided by ensuring timely payment or by contacting CARMA to arrange a payment plan.
  
  CARMA also walked the consumer through the online portal to locate invoice due dates and outlined the available support channels (phone, chat, and email) for any future assistance. The consumer was advised to contact CARMAs customer service team if they anticipate difficulty paying an invoice. CARMA confirmed that if the consumer adheres to a payment plan while keeping up with regular monthly invoices, future notice charges for arrears would be adjusted.
  
  Goodwill ************************start="1451" data-end="1454"> As a gesture of goodwill, CARMA issued a one-time adjustment to the arrears charge after thoroughly explaining the companys policies and procedures outlined in the Conditions of Service.

  CARMA remains committed to providing clear communication and support and encourages the use of online resources for convenient access to account information and billing options.

  
  

• Initial Complaint

  Date:29/08/2024

  Type:Order 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.

  Carma Billing Services has charged us for "Collection Notice" fee without our consent.This is a new service that we didn't agree to pay for. We signed agreement with them several years ago and since then we haven't signed any new agreement with such fee it it. I believe that this fee was recently introduced by Carma without informing us and without us signing any new agreement.Also, the price is unreasonable for a simple envelope with a sheet of paper in it.

  Business Response

  Date: 09/09/2024

  Re: *************************** & *********
  *************************************

  Hello Vadim,

  We are in receipt of your claim with the BBB. Thank you for the opportunity to reply and resolve.

  Your claim states that we have billed you for a collection notice and that you havent signed a new agreement or agreed to these fees. Please note, we have advised you, as on your invoice dated 11/30/2023 there was a message printed advising that we have updated our conditions of service,followed by a link to our website for more information, as well as an email address to contact us if you have any questions.

  In our Conditions of Service, it outlines Miscellaneous Charges.Specifically, when an account has a past due balance greater than 10 days, we do send a Collection Notice. The collection notice states that the arrears requires payment and that a $***** charge (plus tax) will be billed to the account. This is for the administrative work that is required to manage the accounts receivable,specific to your account.

  As your account was in arrears greater than 10 days, most recently we sent a collection letter on August 26th, 2024 reminding you that your July 26th invoice remained unpaid. For this task, we billed your account $***** plus tax.
  We understand that during this time, we all need support from time to time. We are happy to set up payment arrangements at anytime if payment can not be made by the due date. Please feel free to contact us anytime at **************.

  As a one-time goodwill gesture, I will be reversing the ***** fee for you. Should this fee be billed to you again in the future, the fee will not be reversed.

  Sincerely,

  *********************
  CARMA **************** Manager

• Initial Complaint

  Date:13/06/2024

  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 have tried contacting the customer service to resolve this issue MULTIPLE times without any luck. There is CLEARLY a major issue with the hot water meter in my unit, as I am getting absolutely absurd readings in my monthly statements. There is NO WAY that my roommate and I are using over 20 cubic meters of hot water a month, sometimes as high as 153 cubic meters showing up on our bills.The first time I called, I was told Id be contacted by the end of the week, which did not happen. The second time I called, I was told that billing would be contacting me to resolve the issue. Instead, the customer service agent that I spoke to called me back demanding pictures of the readings on the meters. Due to their location I explained that this was going to be nearly impossible, as they are located behind a drawer and are facing inwards so even when I tried to take photos of them, they were too close to get a full picture. I was told that this wasnt acceptable and replied back with a video of the readings so they could get the readings they needed. This was two months ago. I am getting ridiculous bills and disconnection notices despite being told the first time I called that I would not have to worry about being disconnected until this issue was resolved. Carma is now claiming we owe them over $3,000which Im not even sure how much I actually owe them as they send 2 notices with SIGNIFICANTLY different numbers (one being around $300). Additionally, a payment that I actually made before they started making up these ridiculous readings is not accurately reflected on my bill. Frustrated is an understatement and I will be reaching out to as many alternative channels to get this resolved. The most annoying part is, the condo building forces us to use this company (not even sure how thats even allowed) so I am forced to deal with their incompetence. Otherwise, Id use literally any other service provider.

  Business Response

  Date: 19/06/2024

  Thank you for the opportunity to resolve this concern.

  The issue of the hot water consumption was sent to the developer to review and repair, if required. In the mean time, we have adjusted the water consumption charges and have estimated the usage up to May 23, 2024. The last bill was sent on May 25th and was due June 17, 2024. Adjustments were also completed reversing late payment fees from the balance, leaving an amount due of $615.26. 
  
  A phone call was made to the customer to discuss and resolve on June 19, 2024 and email was sent to document our conversation and resolution on June 19, 2024. 

• Initial Complaint

  Date:02/05/2024

  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.

  At the beginning of March I contacted Carma to let them know we were moving on March 30th. I was toldthat all i had to do was to go to their website and fill out the moving form closer to the move date, which i did. The form asks for all details but does not say anything about cancelling the automatic payment thru your bank. To me, when i filled out the form I was sure that would be adressed as Carma is a Billing company..... too which i was sternly admonished by 2 of Carma's staff that that is the clients responsibility.
  My second grevience is that eventhough I told the Carma staff that I was vacating the residence on March 30 and leaving the country on or around March 30th and since my bank accounts would be closed any invoices left over should be mailed to the address I gave them on the form. Now, a month later they say, "the charge was for the previous month and not the final bill" so they charged my bank account on (April 4th) after i had closed the account and left Canada resulting in an NSF fee of $35. Initially I refused to pay it and told them so. However, I don't like owing anyone anything so i paid the fee and made my final payment.
  However, i would like this to be an eye opener to other customers and hope that Carma changes their moving form where they have a note that informs customers that Closing the account is not enough......you have to cancel your payment method too.
  
  On a side note.. Carma staff and managers are not customer friendly and very agressive in how they deal with customers. I literally had to tell the manager ...."NO stop ... you listen to me .. as she kept repeating things that i had heard from the other 2 staff and was not listening to my side of the story. Finally, I decided i was not going to waste my time and told her that i was done. I had made my entire payment but i was going to contact the *** regarding this issue with the hope that someone else does not fall trap to "Carma's billing policy".
  
  
  
  I

  Business Response

  Date: 10/05/2024

  Re
  account ***********
  
  Good afternoon
  ******,
  
  Thank
  you for reaching out and allowing us the opportunity to reply to your concern about
  the $35 charge to your account. I have also tried to connect via phone and have
  left you a voicemail.
  
  I can
  appreciate that you thought the PAP would have been cancelled. We don’t typically
  cancel the PAP when the customer moves out because many times there is a final
  bill with a final balance owing. Our process is to keep the PAP open, and as well the consensus from our customers is that they
  would like to keep the PAP active to automatically withdraw the balance owing.
  
  If you
  have any other questions, please let me know. I appreciate you sharing your
  thoughts and wish you all the best in your new home.
  
  Thank you
  and on behalf of Carma, we wish you a great day!
  
  ****
  
  
  **** ****** * ******** ******* *******
  ***** *****
  ******* ************** **** ***
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