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: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!
  
  ****
  
  
  **** ****** * ******** ******* *******
  ***** *****
  ******* ************** **** ***
  ***************************
  ***************** * **************************** 
  *** ***** ***** ******** *** *** *** 
  

• Initial Complaint

  Date:03/04/2024

  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 received my first bill from Carma in the amount of ******* for electricity. They said the building i live in just sent them my information on Feb 26,2024. I moved in on April 23, 2021. When i called they said i can be put on a payment plan. I diagreeded. Why am i getting a bill after 3 years of living here? How did they monitor my electricity? They have sent me a reminder letter about the amount owing and i have also just got my second bill from them. It is now, *******. I would like to know if you can help or if I should take my landlord (Capreit) to small claims court? How is this legal? My last bill states that my energy usage is 9.75 and the delivery fee is ***** for a total of *****. Many of my neighbours do not pay electricity and i believed i was no different. I would like to be treated like everyone else as i just assumed that after 3 years of not getting a bill that it was included in my rent.

  Business Response

  Date: 09/04/2024

  Thank you for the opportunity to reply and resolve. 

  As Carma, I have called and left a message for *********************. I left a message on the voicemail April 8th, at 2:15pm

  Further, an email outlining information and a resolution has been sent stating the following: 

  From: *********************
  Sent: Tuesday, April 9, 2024 11:49 AM
  To: **********************
  Subject: CARMA Billing - Response to your concern
  
  Hello ****,
  
  Thank you for reaching out to us to discuss your concern about the bill you have received. I have left you a message and thought I would also email to share some information.
  
  CARMA has sent you a bill, as you know, for the last 2 years of electricity consumption.We are monitoring your usage based on the sub meter we have for your apartment.Your consumption was meter read and shows 2248 kWh for the period of February 28, 2022 to Feb 29, 2024. CARMA was not aware that you were residing in apartment 111 until we received an enrollment form with your information.
  
  We do have an agreement with the property management to bill the consumption of electricity to units at **********************************************************************
  
  We are happy to set up an arrangement to pay the consumption used for the period stated. Please let me know if this is something you would like us to work together on.
  
  Looking forward to hearing form you. Thank you,
  
  ****
  
  ********************* | **************** Manager
  **********************.
  
  Office : ***********************
  Email : **********************************
  Web : www.carmacorp.com
  *************************************************************

  Looking forward to a response to support the customer. 

• Initial Complaint

  Date:07/02/2024

  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.

  Carma Billing Services is the submetering company for water and electricity within our condo building. For years and months, all tenants (renters and condo owners) have complained about various issues dealing with this company, ranging from faulty billing, overcharges, incorrect missed payments, and lack of notice for payments. As tenants, we have no choice but to work with this company living in the building. They currently have a 1-star rating on ******* and numerous complaints against them. Their customer service is rude, hangs up, lies to you, cannot explain your bills' charges, or never picks up phones.I have been overcharged on numerous occasions, purposely not billed, and forced to pay late charges. Currently, my heating is broken; I have no heating or cooling available in my unit, yet I've been charged over $80 for usage with no explanations. In previous months, when in working conditions, my changes stayed under $30.

  Business Response

  Date: 15/02/2024

  Carma has had no communication from this customer since opening their account in 2019.
  The customers invoice is based on meter reads, representing actual usage. Unfortunately, it is not uncommon for a heating or cooling unit to draw more power than usual when it is malfunctioning in its own attempt to work. 
  If the customer would like to call our customer service centre at ************** between 8am and 5pm EST, Monday to Friday, one of our customer service agents would be happy to go over the customers billing or any other concerns they may have.