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

  820211 PO Box Philadelphia, PA 19182

• 

  Metergy Solutions Inc

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

  

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:17/07/2025

  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.

  From 2023 to 2025, Metergy also owned by the management of my building, ********** ********** have been ******** residents with high energy bills without showing consumption on actual meter usage. Residents suspect that they have been charging residents for usage outside of their individual apartments and residents have pushed ********** ********** to provide more information however, they have said that Metergy is a separate entity even though it's owned by them. Metergy has been unfairly charging residents with little assistance on usage and billing. In the 10 years I have lived in New York, energy bills in a same size apartment have cost on average $40-$80. Metery has charged me $95-$250 monthly in an apartment where we actively conserve energy due to these insane costs. * ***** **** ** ****** **** ******* *** *****. They need to be audited.

  Business Response

  Date: 25/07/2025

  A member of Metergy's customer care specialists has been in contact with the customer and actively working to resolve their concerns. The customer has been provided with all the details regarding their account and consumption history. Metergy's internal teams have completed an in-depth investigation and found no issue with consumption and/or the resident's metering equipment. We will continue to work with this customer until their concerns have been addressed.

• Initial Complaint

  Date:14/07/2025

  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.

  We are being charged $50 a month for an “admin fee” that we were never made aware of. On our bill, this fee is listed as “thermal,” which we have never used or signed up for. We’ve since learned that this so-called thermal charge is actually the admin fee, but nowhere on the bill is it labeled as such.
  
  This feels incredibly misleading and deceptive. Labeling an admin fee as “thermal” is not only confusing, but it borders on dishonest. To make matters worse, this charge makes up nearly half of our total monthly bill, and when speaking with others in our building, we’ve all received different and inconsistent explanations. We were also charged 10x the average amount of water consumption of our building, although we have never changed our water usage, and use water at a minimal.
  
  This kind of billing practice feels like misrepresentation at best, and ***** at worst

  Business Response

  Date: 23/07/2025

  A member of Metergy's customer care specialists has thoroughly reviewed the customer's recent complaint and responded to them with an update outlining all issues outlined in their complaint. Metergy will continue to work with the customer until all concerns have been addressed.

• Initial Complaint

  Date:14/07/2025

  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’m ********** (*****) **** of Unit *** * **** ******* ********* ********** ** *** ***, and like the 123 billing-issue complaints on BBB’s Metergy Solutions profile (where customers routinely dispute unexpected charges) I was stunned when my June 15–July 07, 2025 invoice (Acct # **********) showed a $19.83 “Thermal Capacity” fee—even though it’s summer and my thermostat hasn’t been touched—and a $102.80 “Other Charges” subtotal with zero explanation, bringing my total to $134.30; despite calling Customer Care on July 8 and 10 and politely requesting an itemized breakdown, I was met only with “that’s how it is,” and I’m now asking BBB to help secure the removal of the unwarranted thermal fee, a full accounting of the “Other Charges” plus refund of any improper amounts, and written confirmation that future bills will reflect only my actual usage

  Business Response

  Date: 15/07/2025

  The customer has submitted an escalation to the regulatory body, BCUC, and we are taking additional steps to address their concerns through that channel.

• Initial Complaint

  Date:14/07/2025

  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.

  For the last year and a half, myself and many other ********** ********** residents have been overcharged by Metergy Solutions, a metering company that ********** is an investor in. Metergy has admitted to overcharging residents for water, but they refuse to make things right. Before Metergy, I was consistently using about 1,300 gallons of water a month per DC water record. Since ********** switched to Metergy, I've been receiving bills saying that I'm using 4500 gallons of water for the month, yet one day is showing as an extreme outlier (typically 2,000 gallons a day), and I do not work remotely so I am rarely home. One estimate shows that I've "used" 102,200 gallons of water in a singular day, another says 130,000 gallons - *** ******** ***********. There are days where I've been out of town and there's somehow water usage being read for that day. Maintenance came to my apartment and confirmed that all plumbing is working properly and there are no leaks. I am consistent in my water usage, yet my bills are wildly inconsistent - I once received a bill for $1,200 that was thankfully taken care of on their end. In the ******** photos of daily usage, you'll see that there are specific days where the usage is significantly higher than other days, which makes no sense. I have been asking Metergy to clarify this information for over a year, and they have given me nothing except turning off the ability for me to file an inquiry with them.
  
  I am not the only person who has experienced this issue. Metergy needs to charge people fairly, this is an issue that thousands of people across the US are facing. Anyone with autopay on most likely is not realizing that they're not being charged fairly, this needs to change.

  Business Response

  Date: 23/07/2025

  A member of Metergy's customer care specialists has thoroughly reviewed the customer's recent complaint and responded to them with an update outlining all issues outlined in their complaint. Metergy has managed to resolve the issue regarding high usage and all necessary changes have been made. The customer will be receiving a refund in the mail and Metergy has also asked that they provide us with their fwd address. We will monitor the situation until fully resolved.

  Customer Answer

  Date: 23/07/2025

  
  
  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,
  
  
  
  ******** **********

• Initial Complaint

  Date:09/07/2025

  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.

  After requesting for a cancellation of the service. Metergy continued to bill me without my acknowledgement. They sent to collection agency and reported to my credit bureau. I settled the "Alleged" just to stop hurting my credit . This will need to be removed from my credit file. I would also like
  
  - credit of 248$ that I paid.
  - explain, why it went to collection without my acknoledgement

  Business Response

  Date: 11/07/2025

  A member of Metergy's customer care specialists connected with the customer and addressed all concerns regarding payments. The customer had concerns about their credit score being impacted by their outstanding balance, however, Metergy coordinated with internal team to get the issue fixed. The customer was called and advised that their concerns have been addressed and necessary actions have been taken - customer was satisfied with the outcome of the investigation and a confirmation email was sent to them.

• Initial Complaint

  Date:09/07/2025

  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 am filing this complaint regarding Metergy Solutions’ unacceptable delay and negligence in resolving a billing issue that took 14 months to fix resulting in a sudden and unaffordable bill of $1,323.72 for services I was not properly billed for due to their own internal issues.
  
  Between February and August 2024, Metergy billed me using “average usage” estimates while claiming they were working on resolving a metering or billing issue. Despite my repeated inquiries and requests for manual meter reads, especially given my financial constraints and unemployment, no substantial action was taken. Instead of correcting the issue or communicating timelines, Metergy continued to issue inaccurate bills and failed to escalate or properly troubleshoot the problem.
  
  From September 2024 to April 2025, Metergy withheld bills entirely claiming they would arrange a payment plan once the issue was resolved. However, once they finally corrected the meter readings in April 2025, they issued a retroactive bill of $1,323.72, which was not my fault, nor was I adequately prepared for due to their own delays.
  
  Despite their prior commitment to offer payment arrangements, Metergy threatened to disconnect my service in May 2025 if I didn’t pay immediately adding immense stress and anxiety. It wasn’t until July 2025 that they finally applied the payment plan three months after fixing their own error.
  
  I believe this is poor business practice and unfair to consumers. I should not be financially penalized or threatened for errors Metergy took over a year to fix. Their lack of urgency, transparency, and inconsistent communication is unacceptable.

  Business Response

  Date: 17/07/2025

  The customer has been in contact with Metergy's customer care department to discuss her account in detail. The customer had received multiple bills, due to billing delays, as customer's account was on-hold. Since then, Metergy's customer care team has entered the customer into a monthly payment arrangement. Metergy's customer care specialist will continue to work with the customer until all her concerns have been addressed and will offer the customer compensation for her time.

• Initial Complaint

  Date:27/05/2025

  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 apartment use Metergy Solution as sub metering and I believe the actual equipment is *** ******. Starting from January of this year I start to notice my electricity bill is unreasonably high, because in December my bill was around 200, which is understandable since is the winter month and I use heating. But in January I was out for vacation for 20 days, my bill for January is still around 200, which does not make sense, no one used any electricity in that 20 days. And starting from January my bill has always been around 200, and I live in a studio by myself, which is not what a studio's electrcity bill should look like. And I do not have any equipment that consume a lot of electricity and I don't open my light 24/7. And starting in March, the weather is warmer so I stopped using the heating, my bill is still around 200. This does not make any sense because in my old apartment also I asked people around me everyone's electricity bill gets lower when it turns to spring. Up until this month I just got my latest bill which is still around 200, and I haven' t even use much air conditioner.
  So I think is either my meter is read it wrong or there's something wrong with my meter.
  I tried to contact Metergy's customer serivice and let them send someone to check my meter, they said they could send someone to check it but there is not time guarantee about when they will come. I also tried to called *** ****** and ***, but they said there's nothing they can do. And my building's management couldn't solve the problem either. I can't just wait for them and not know when they will come because I still need to pay those bill every month.
  So I'm writing this complaint trying to let someone take care of the issue asap.
  
  Thank you so much for all your help.

  Business Response

  Date: 11/06/2025

  Metergy's customer relations specialist has communicated with resident that our internal teams are working to address any concerns they have regarding usage. Metergy's operations team have also scheduled the necessary site visit to complete on-site inspections and will communicate accordingly, upon completion.

• Initial Complaint

  Date:20/05/2025

  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 am writing to raise a serious concern regarding the recent water bill I received for Unit #***. I initially signed my lease in February 2024, which ended on January 31, 2025. At the time of signing, I was clearly informed that water charges were included in the rent. During that entire lease period, I did not receive any water bills, which reinforced my understanding that water was covered.
  
  However, after renewing my lease in February 2025, I received my first water bill in April 2025. The bill is not only unusually high but also appears to be backdated to January 2024. I contacted the Metergy Solution company, and they informed me that my account was only created in April 2025. This raises serious concerns as to why I am being billed for a period before the account existed and before any communication was made regarding separate water billing. In light of the above, I respectfully request that all water charges dated before April 2025 be waived and that billing be reviewed based on the date of account activation.

  Business Response

  Date: 27/06/2025

  A member of Metergy's Customer Relations team contacted the consumer and confirmed that the account was set up based on information provided by the property manager, with a retroactive start date. However, as a goodwill gesture, Metergy has waived charges prior to March 1, 2025, and adjusted the account accordingly.

  Customer Answer

  Date: 07/07/2025

  
  
  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,
  
  
  
  ****** *****

• Initial Complaint

  Date:14/05/2025

  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.

  Charging a "convenience" fee when there is not any other way to pay the monthly bill than online is outrageous. Couldn't pay invonveniently if I wanted to!

  Business Response

  Date: 06/06/2025

  A member of Metergy's communication specialists has connected with this customer regarding their online convenience fee concerns. Metergy applied an adjustment to the customer's account to help offset any online fees they were subjected to. Also, Metergy has suggested alternative payment methods to avoid online fees. 

• Initial Complaint

  Date:13/05/2025

  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.

  Some months I receive my metergy bill late and other months, I don't get a bill at all. I have to call and request my bill to only be charged a late fee. I'm charged every month a late fee for a bill I never received or a bill I received late. Payment is due the 8th of every month but I receive my bill after the 8th. Then it takes about 2-3 weeks for metergy to receive and post the payment to my account, therefore, causing a late fee to be charged to my account. Metergy constantly blames the post office. They are responsible. It's now the month of May and the last bill I received was February. It's not my responsibility to call this ******** electric company to request my bill, to Then be charged a late fee. *** **** *** *** *** **** ******** ************ **** ****. They are ******** customers, blaming it on the post office, and charging late fees for their incompetence. I now have to call them and request 2 months of bills. This is every month. Someone needs to do something because they are not taking responsibility and charging late fees to every customer for their incompetence. This is unacceptable.

  Customer Answer

  Date: 09/06/2025

  A resolution has been reached with Metergy Solutions.  Thank you for your help.