Complaints

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

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  Metergy Solutions Inc

  Markham, ON L6G 1B3

  
• 

  Metergy Solutions Inc

  PO Box 4638, Station A Toronto, ON M5W 5C7

  
• 

  Metergy Solutions

  820211 PO Box Philadelphia, PA 19182

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  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.

  My Metergy bill has quadrupled in the last year since I first noticed a large jump in charges November of last year. I first inquired about an explanation of why my rates have increased so much on 11/29/24 and have either been ignored or received responses with generic breakdowns of their billing guidelines. I have lived in the same tiny 500 sq ft unit for years and there is no reason why my rates would jump so drastically. This seems like a REMOVED or a major error on Metergy’s part and their responses give no legit clarification on why I keep receiving such large bills every month.

  Business Response

  Date: 10/10/2025

  A member of Metergy's customer relation specialists is currently working with the customer to address their concerns. The customer has concerns related to rates and Metergy is working with internal departments to gather the necessary information to share with the customer. Metergy has reached out to the customer to let them know we are actively working towards a resolution. We will communicate the necessary and continue to assist the customer until all their concerns have been addressed.

  Customer Answer

  Date: 10/10/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: This is not a resolution. Metergy has only said they are looking into the issue so please keep this complaint open until there is a response with an actual solution. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 16/10/2025

  A member of Metergy's customer specialists has responded to the customer's concerns... we have addressed all issues highlighted and will continue to work with this customer until fully resolved. The customer has been explained how the rates are being calculated and was provided with links to independently verify, if needed.

• Initial Complaint

  Date:18/09/2025

  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.

  Since August i have tried to contact metergy Solutions regarding my bill and make payment arrangements. I have not heard back from them since sept 8th give or take. I recieved a disconnection notice and still have not heard back from them despite my efforts to contact. When you call the number, it prompts you to press 1 for a charge of $3 and some odd cents. So thanks to their ignorance and neglect, I could very well lose my power, and conviently enough, their office has been closed for the past few days so theres been no way at all for me to have this sorted as they refuse contact with me. I do not want, nor can I afford over $300 disconnection and restore fees on top of my bill that im already behind on. I have done everything on my end that I can, even have reached out to other resources as means of help, but due to them being a sublet company not based in alberta, I can not get any help. These guys know this and do not give a rats behind either. I just want to avoid disconnection as well as extra charges. These guys are outrageous and do not even follow their own guidelines either.

  Business Response

  Date: 25/09/2025

  Metergy has spoken with the customer and has addressed their concerns accordingly. 

• Initial Complaint

  Date:16/09/2025

  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.

  This company has not provided any solutions or communication regarding fluctuations in my bill - every time I receive a response I receive a different answer , bills are issued late or not at all resulting in late billing due to miscommunication on their part . I am looking to have each bill investigated as I want to know the reason for the large fluctuations and late billing . Thank you

  Business Response

  Date: 25/09/2025

  Metergy conducted an internal meter investigation and has provided the customer with the results and next steps. Additionally, it was confirmed with the customer that Metergy has been issuing bills on a monthly basis. The customer's billing history is available through their online account for review. 

• Initial Complaint

  Date:16/09/2025

  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.

  I signed up September 2024 with Metenergy solutions for utilities at my apartment. They did not send me a bill until July 2025. They did send me correspondencesaying they were having metering issues and that there was an overuse of water in my apartment in November, which, for I had no understanding of. The bills they send make no sense and they do not show amounts of utilities used! They also have a billing category called other, which is unspecified for what??. Some of them are much higher than other months, they make no sense and as a customer I feel they’re very unorganized and do not bill customers properly or in a timely manner as well I was notified I would be charged a security deposit that I will never be refunded, even though Ihad never ever gotten a bill from them!

  Business Response

  Date: 26/09/2025

  We thank the customer for bringing this matter to our attention and have had a member of our customer relations team contact the customer to resolve their concern. 

  Customer Answer

  Date: 01/10/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:04/09/2025

  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.

  Metergy energy solutions.
  
  I was gonna move into an apartment. Landlord REMOVED about lots of stuff and shows me 1 apartment and moves me to another. I dont move in.
  
  I call metergy to cancel bill as I did not move in. They say I can't the landlord has to call and cancel bill. He won't call in he says he has and ignores me now.
  
  I told metergy this and they refuse to cancel bill in my name attached to my bank account without the landlords phone e call.
  
  So essentially I'm stuck paying g someone's power bill for a year if the landlord dont call.

  Business Response

  Date: 10/09/2025

  Metergy has resolved the customer's concerns, and has cancelled the account created in their name. 

  Customer Answer

  Date: 10/09/2025

   
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:
  

  It has not been canceled and my account is open and has a balance

  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 18/09/2025

  Metergy has confirmed there are no outstanding charges associated with the account that was setup in the consumer's name. 

• 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.

  For the months of June and July, my bills were $45.35 and $47.99 respectively. Now for August my bill is $277.40. When I contacted them they said that this is because the bills for the past two months were "estimated". However when I asked why isn't that specified in the bill they don't have an answer. Also I would like to know specifically what my usage is for each month and they cannot tell me that either. Also my bill for May was $78, so I don't see why the estimates for the next two months would be $47 and $45. Also they are telling me that I'm order to have someone read the meter I would have to pay a $300 fee.

  Business Response

  Date: 27/08/2025

  A member of Metergy's customer relation specialists has connected with the customer regarding her concerns and will address these accordingly. We are currently working with internal teams to assist with the customer's concerns and best way(s) to address these. We will continue to work with the customer until all issues are resolved.

• Initial Complaint

  Date:19/08/2025

  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.

  I have no choice but to use Metergy due to the apartment building I live in. Every month their fees change. They increase their rates twice a year! And again, charge me to pay my bill - even though I do it myself online.
  I don't agree with the 71$ delivery fee.

  Business Response

  Date: 29/08/2025

  A member of Metergy's Customer Relations team has contacted the consumer to discuss their concerns in detail. 

• Initial Complaint

  Date:19/08/2025

  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.

  The business has been charging me for amounts that do not reflect my usage since moving here in 2024. This company has missed sending me bills and my bills are always different prices, when the bills are late the amounts are huge and often place me in a financial bind . I had auto pay but had to cancel it because this company would go into my account when ever they wanted . I can never get a clear response as to why my bills are late - when ever they are late they send you to collections and charge you late fees . Management is not helpful here REMOVED . They charge me for the fan even though I do not use ac or hear my bills reflects that I do which is not the case. I have never used either system since moving here . When asked why my bills are late they always say it’s a system issue but do not tell clients in advance . This is the worst company I have dealt with .

  Business Response

  Date: 02/09/2025

  A member of Metergy's Customer Relations team has contacted the consumer to address their concerns and confirm Metergy is investigating the matter. 

• Initial Complaint

  Date:19/08/2025

  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.

  The building I currently reside in has already stopped service from Metergy Solutions due to their REMOVEDbilling, yet the company is still charging me for service I had not used. I have attempted to close my account with them after paying the balance to make things go away, but they have refused to do so and continued charging my account with a new bill each month.

  Business Response

  Date: 29/08/2025

  Metergy has requested the consumer verify the date in which they moved out of the unit in order to close their account. 

• Initial Complaint

  Date:12/08/2025

  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.

  Month to month they have changed the details of my bill, and it has gone up 50+% while my usage has only increased 11%.
  
  Additional charges were added to my bill, that I have called 2x and left 5emails over the last 2 weeks with no response, and customer service sharing only that they have no details and blaming their billing dept.
  
  At the same time I’m being reminded my bill is due. Customer service on phone has no details and only states billing dept. not responding, emails go unanswered because of volume they state.
  
  Terrible customer service, and a company that increases rates without explanation to both customer and their own customer service people.
  
  This is specifically related to their US operation that services the REMOVEDapartment I reside in Honolulu.
  
  Live what you promise, and treat your employees fairly. Why do this to customers and not share any of this with your customer service people.

  Business Response

  Date: 21/08/2025

  We appreciate the opportunity to respond to Mr. REMOVED's concerns and take them very seriously. In order to address his complaint clearly, we are providing both an explanation of the billing changes and an outline of the actions we have taken in response.
  
  Billing Changes Explained
  The increase in charges on Mr. REMOVED's bill was not arbitrary but the result of adjustments made to align more accurately with the rates posted by REMOVED and required under regulatory standards. These changes were implemented across all accounts to ensure compliance and transparency. A detailed breakdown of his specific charges (minimum charge, tiered usage rates, customer charges, and supply charges) was provided directly to him in writing, along with links to the posted rates for electricity, water, and sewer services.
  
  Actions Taken
  - We have provided the customer with a full written explanation of his most recent bill, including a line-by-line breakdown of all new charges and reference links to public utility rate schedules.
  - We have paused additional outreach until the customer has had time to review the information and raise any further questions.
  - Internally, we are improving communication between our billing department and customer service representatives to ensure our front-line staff can provide timely, accurate details to residents without delay.