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:07/04/2025

  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 is in charge of billing for our electrical and water consumption. The condo in question has been vacant since January 1, 2025 to present day April 4, 2025. Following review of the billing and consumption, we are being overcharged and they are not reading our consumption accurately. I repeat the condo is vacant and the usage indicates that the condo is consuming more than the building average. This is ********** reporting and billing and we would like it investigated.

  Business Response

  Date: 05/05/2025

  A member of Metergy's Customer Relations team has been in contact with the customer to confirm the issue has been identified and Metergy is actively working to resolve the issue. 

• Initial Complaint

  Date:04/04/2025

  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 some odd reason, ever since October Metergy has said they have not received a payment. Every month I’ve been getting a credit collections email from them saying I have an overdue amount so I paid it through my bank as a payee (which the info hasn’t been changed) and now suddently my payments are going elsewhere?
  I’ve emailed their customer care unit with proof of payment all 7 screenshots between December through to March and recently called them and was informed that they HAVE received the 2 payments from March but the others are STILL missing.
  I’ve been waiting for over a week and just seem to find it unfair that I have given all the prof which is quite sufficient and now I have to wait for THEM to complete theirs WHILE holding on to MY funds?!
  * **** **** *** ******* *** **** **** *** *** ***** **** *** ********* *** *** **** *****

  Business Response

  Date: 15/04/2025

  A member of Metergy's Customer Relations team contacted the consumer to confirm their payment history and account status. The consumer's account is up to date and all collection activities have been stopped on their account. 

  Customer Answer

  Date: 15/04/2025

  I am rejecting this response because: 

  Yes they said my account has been updated and payments stopped but I have yet to receive my $400+ back. To me, this is not resolved until the funds have been deposited back into my bank. Would be nice to know when the date of that will be happening. Thank you

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/05/2025

  Metergy is currently processing the refund for this consumer. 

  Customer Answer

  Date: 09/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have personally called Metergy and got ahold of an agent whom was actually very helpful and was able to get me my refund. I appreciate your assistance on helping with this matter. 
  

  I am satisfied with the result therefore, case closed. 
  
  Thank you,
  
  
  
  ***** ****

• Initial Complaint

  Date:31/03/2025

  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 made inaccurate readings of my thermal charges for multiple months. In the most recent March 2025 bill for Feb-04 to Mar-06, Metergy billed 1575 kwh for an apartment less than 1000 sqft. In the February 2025 bill for Jan-03 to Feb-04, Metergy billed 1068 kwh when my AC was off due to broken parts for almost the entire January. There are a couple of very questionable practices in the billing statement. Firstly, the Previous Read is always 0 which contradicted with the common practice where the readings are incremental from previous months. If Metergy doesn’t reset the meter, then it’s double charging for what’s paid already. If Metergy resets the meter, then it opens other questions as how do I know if and when the reset was done? Is it done properly? How to trace historical readings? How to ensure the readings were what was billed given that it’s reset? Secondly, the pure amount of kwh used is insane for the size of the apartment when compared to how much it costs for other similar sized apartments in New York City, especially considering this is a new building with high energy efficiency ratings. Metergy needs to explain to its customers on the anomalies and be a good and trustworthy company.

  Business Response

  Date: 10/04/2025

  The customer has been communicating with Metergy's customer specialists and call centre management team regarding their high usage. There seems to have been some confusion in how the customer understood the charges for electricity, however, these were discussed with them (we involved the property management team as well), as the customer has a lot of "unit-specific" concerns, outside of Metergy's scope, that had to get addressed by their building team. The customer has been asked to connect with their site directly if they have questions about appliances/HVAC units, etc., in the unit... Metergy addressed all meter usage concerns.

• Initial Complaint

  Date:31/03/2025

  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.

  I'm extremely frustrated and disappointed with the ongoing issues I have faced since moving into my unit five months ago. As the sole energy provider for this building, I expect a level of professionalism and efficiency that has been entirely lacking.
  From the very beginning, I have encountered multiple problems, including:
  Being left out of the agreement details between my landlord and Metergy, including essential contact information and fee structures.
  A typo in my email address, which has caused significant delays in communication.
  Failure to receive invoices via email and an inability to access my account on your website.
  Repeated calls to customer service with no resolution—despite assurances, I still have no access to my account and do not receive invoices.
  An inability to reset my password because the verification code never arrives (not even in my spam folder).
  The only available payment methods involve additional fees, credit and debit card payments come with third-party charges, bank payments incur fees, and the option to mail a cheque is impractical and outdated.
  I am appalled by the negligence displayed by Metergy. Despite my numerous attempts to resolve these issues, I continue to face barriers with no real support from your team. This situation is unacceptable, and it is clear that your system is designed to impose unnecessary fees rather than provide a seamless customer experience.
  
  I demand immediate action to resolve these problems, including:
  Immediate correction of my account details so I can receive invoices and access my account online.
  A clear explanation of why this issue has persisted despite multiple complaints.
  A resolution to the excessive and unfair payment processing fees.
  This is, without a doubt, the poorest service I have ever encountered. It is no surprise that customers have no choice but to use Metergy Solutions, because if they did, they would take their business elsewhere. I expect a prompt response and resolution to this matter.

  Business Response

  Date: 07/05/2025

  A member of Metergy's Customer Relations team has contacted the consumer to address their concerns and provide further details. 

• Initial Complaint

  Date:11/03/2025

  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 writing to express my frustration with the ongoing billing issue I have been facing since moving into my building on November 29th. On that date, I created an account with Metergy Solutions, but as of today, March 6th, I have yet to receive any bills for my account.
  
  I have called customer service every day, referencing my case number, in an attempt to resolve this issue. However, despite my repeated efforts, I have not received any assistance. I am consistently told that someone will contact me, but after four months, no one has ever followed up. The customer care representatives I have spoken with seem to be unable to provide any useful information or guidance, and their only advice is for me to call back and "see what happens."
  
  Today, during my most recent call, a representative named Samantha suggested that I visit your office in person to attempt to resolve the matter directly. This response seems unreasonable, as I have already been waiting for months, and it should not be necessary to visit the office for an issue that could be handled over the phone.
  
  This lack of communication and the ongoing delay is unacceptable. I would appreciate a prompt resolution to this issue and a clear explanation of why this has not been addressed in a timely manner. I expect to be billed correctly and for the matter to be resolved as soon as possible.

  Business Response

  Date: 20/03/2025

  A member of Metergy Solutions Customer Relations team has contacted the customer to address their concerns and confirm that their account has now been billed. 

• Initial Complaint

  Date:06/03/2025

  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.

  Metergy made an error on the bill I received 17-Dec-2024. The bill incorrectly included that I used approximately 1,800 kWh on 29-Oct-2024, which is impossible, given that my 500 sq foot unit uses on average approx. 10 kWh/day.
  17-Dec-2024 I contacted Metergy via their electronic system to advise them of the error.
  24-Dec-2024 Metergy responded and told me that my bill issued in October was correct... but I was inquiring about December's bill, so I decided to call after the holidays.
  30-Dec-2024 I called and was told that they would investigate it.
  09-Jan-2025 I called and was told that the dept. investigating was "backlogged". I asked to stop autopayment, and the agent instead paused the autopay.
  20-Jan-2025 I was told there was no update to the investigation, agent paused autopay again, and I paid the Jan bill manually.
  Then, the letters began where Metergy threatened to send my account to collections, which would impact my credit score, if I didn't pay them the outstanding balance by 12-Feb-2025.
  06-Feb-2025 I called Metergy and was told there was no movement, and I paid them the outstanding balance on 06-Feb-2025, because there was 0 guarantee that my account would not be sent to collections.
  21-Feb-2025 I called and was told I needed a ticket number to escalate.
  25-Feb-2025 I called and was told I wasn't given the correct ticket number, and I requested to speak with a supervisor. I was told I'm not able to speak to a supervisor unless I get another ticket, which according to the agent meant that a supervisor would call me in 48-72 hours. That deadline has come and passed, and now I've seen that Metergy has taken the money that I've already paid from me on 27-Feb-2025.
  So now, I've been overcharged, been incorrectly advised by customer service, and been made to pay an incorrect bill of $397.95 twice - once manually 06-Feb-2025 and once via their autopay on 27-Feb-2025. I want all of my overcharged money back. Not as a credit, but back to me.

  Customer Answer

  Date: 24/03/2025

  Apologies for the delay in reaching out. The lack of consistent and clear communication from Metergy is insanely frustrating. I'm not surprised that they didn't respond to the BBB regarding the complaint. 
  
  However, Metergy has finally taken steps to resolve my issue! 
  
  Outline of events from 03-Mar-2025 to present: 
  03-Mar-2025: I had called Metergy before submitting the BBB complaint but was not able to speak with anyone. After submitting my complaint to the BBB, an agent called me back. I explained the issue I was having, the experience I had to date, and was transparent with them that I had made a complaint to the BBB. She asked me to email a void cheque so that the money that should not have been taken from me via autopay would be returned. That same day, a Supervisor finally called me, apologized for the situation, and said that I'd receive my money and another call in 1-2 days. 
  13-Mar-2025: I called Metergy because I hadn't received my money or a callback. The agent said that it actually takes 10 days for a transfer of funds to be processed, but since we were at that, she'd escalate to a Supervisor and also put in another ticket for a Supervisor to call me back.
  17-Mar-2025: I replied to the void cheque email that I sent asking when I would receive my money back, and also following up on the Supervisor callback.  
  18-Mar-2025: I received a payment from Metergy to the amount of $397.95 which was what they took via autopay on 27-Feb-2025. 
  21-Mar-2025: Metergy emailed me back apologizing for the inconvenience, advising that the money had been returned, and also that they escalated my account to the Management Team for a Supervisor callback. I also received a confusing automated email that I'd be receiving 4 bills for the period starting 01-Oct-2024, so I checked my online account, and it looks like they credited me for the overcharge from the 17-Dec-2024 bill and are working towards correcting the usage during that period.
  I'll continue to be paying very close attention to the correspondence received, as well as my online account for changes. 
  
  While I'm happy that things are progressing, it was an unnecessarily long and arduous path to this resolution. I'm concerned for other customers because while I'm very persistent, refuse to take no for an answer when there is an obvious solution, and have the means and time to have kept after them, that's not the case for everyone. The overcharge could have easily sent me into overdraft and while luckily it didn't, it caused a lot of financial distress and unnecessary anxiety. 
  
  I am very grateful for the BBB because I didn't know what else to do and I felt a lot of relief to feel heard by someone. Hopefully my complaint helps others, and I think that had I not submitted it, I might still be waiting and following up with Metergy to get my money back. 
  
  Thank you,
  *****

• Initial Complaint

  Date:25/02/2025

  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.

  Metergy solutions has been giving my private account information to someone else not associated with my household as i live alone. They will never respond to my requests and this is a massive breach of my information and has been happening once a year for 3 years now. They change my email to someone elses' without my authorization and have never investigated the issue.

  Business Response

  Date: 19/03/2025

  A member of Metergy Solutions Customer Relations team has contacted the consumer to address their concerns. 

• Initial Complaint

  Date:21/01/2025

  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 would like to make a complaint against the sub-metering company – Metergy Solutions (Account: **********). I strongly believe I have been overcharged for Electricity, water and thermal ever since I have moved into my condo. I have performed a complete analysis of all my bills since Nov 2022 *** **** ******** *** ***** **** *** **** ******. **** ******** ** *** recent communication between me and Metergy wherein, they have failed to provide a satisfactory resolution to the concerns I have raised.

  Below are my main concerns:
  1.Over-charging/Over-billing/inflated meter reading
  2.Relying on estimated reading instead of actual reading
  3.Refusing to send a technician for inspection unless I pay for the services
  4.Not sending bills on time
  5.Not following instructions to cancel auto-payment or pause payment
  6.No formal complaint raised despite requests
  Explanation:
  1.Over-charging/Over-billing/inflated meter reading:
  I am a single person living in a one-bedroom condo. I do not have any heavy duty or non-standard appliances. I am an environmentally conscious person and am very careful when it comes to energy consumption of any sort. I only use the washer dryer once a week on a weekend. I do not watch tv for more than 30 mins in a day. I use my kitchen exhaust fan only on Sundays which is when I cook. I almost never use the oven as I do not bake. I have never used the dishwasher even once. Most of the days my electricity usage is limited to just the lights in the living room, very minimal microwave use, coffee machine and refrigerator. Moreover, I am at the office 3 days a week.
  I have also enquired with other neighbors about their bills and have been told it ranges from $50 to $75 a month. ** *** *** *** **** *** ******** analysis, the average of my bill is $143 which is extremely high for my current living situation.
  In addition to the already high bills, I have also noticed some other anomalies. I was out of the country from Feb 9th to Mar 7th 2024, but my bill for that month was still over $100. My thermostat was set to off the entire period. There was no running appliance during this period with the exception of the refrigerator.
  The building switched from cooling to heating on Oct 10th 2024 and I did not turn on the thermostat even once but was still charged $36.83 for heating in the Nov 2024 bill.
  I used heating just once for about 2 hours for the entire month of November 2024 and was still charged $42.96 for heating alone (ACT consumption as per bill).
  I kept track of my heating usage for Dec 2024, and my daily usage is about 2 hours for the entire day (sometimes much lesser than that). Despite this, I have been charged $75 for that month.
  2.Relying on estimated reading instead of actual reading
  Most of the bills show estimated reading for water and thermal. I was told by Metergy that this is the system they follow when there is a technical difficulty to get the actual reading. However, I fail to understand how there are technical difficulties every month ** *** *** *** **** *** **** *********** ** ****** ** ** ********* 
  Moreover, I do not see any evidence at all where any adjustments are made to future bills to compensate for the previously estimated readings.
  In 2023, I contacted Metergy a few times on the phone, and they explained to me that the technical issue will be resolved and I should not face these issues any more. However, as you can see there has been no change. Furthermore, I was also told that the estimated readings are based on previous year readings of the same billing period. If this is the case, I have been continuously over charged, as prior to 2023 this condo was occupied by a family and their consumption would have obviously been much higher than mine.
  3.Refusing to send a technician for inspection unless I pay for the services:
  When I had contacted Metergy in 2023, I requested if they could send a technician to inspect if there was any issue with the meter or AC unit given that the consumption seems to be too high for a single person. I was told that they do not have such a service for free unless I agree to pay for it myself.
  4.Not sending bills on time:
  I did not receive bills for several months and there was no notification until I raised it as a concern through their website.
  5.Not following instructions to cancel auto-payment or pause payment:
  After the billing issue was fixed, I was sent 5 bills in one go with an option to pay a monthly amount. Upon receiving this large bill, I contacted Metergy with concerns regarding over charging/inflated meter reading. I tried to cancel the auto-payment set-up but they do not have this facility on their website. I instructed them very clearly to cancel the auto payment as well as not to deduct the large bill from my account till my issues are resolved, but this was not followed ******* *** ******** *****.). They proceeded to deduct the entire amount putting me in financial difficulty for that month as I was holding on to that amount for another purpose. The auto payment was cancelled at a later date and no refund was offered.
  6.No formal complaint raised despite requests:
  I had requested to raise a formal complaint with the company via email, but this was not followed. ****** *** ******** ******
  

  Business Response

  Date: 20/02/2025

  A member of Metergy's Customer Relations team has been in contact with the customer to address their concerns. Metergy will be following up with the customer to provide additional supporting information. 

  Customer Answer

  Date: 20/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been told by Metergy that they are still investigating the matter.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 07/03/2025

  Metergy has completed the investigation into the customer's concerns and will be discussing the details and next steps with the customer on March 10, 2025. 

  Customer Answer

  Date: 16/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Metergy is going to give me a call on Monday March 17th to discuss further. But so far, there has been no explanation or result of their analysis shared.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/04/2025

  Metergy is in the process of scheduling a site visit for further confirmation of the functionality of the meters at the customers unit. 

  Customer Answer

  Date: 14/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a call from Metergy one month ago and they promised they would send someone to check the meter the week after without any cost charged to me. But I have not heard back from them yet. It has now been 5 months since I contacted Metergy initially with my issues and 3 months since I raised a formal complaint to BBB. These delays are causing a lot of frustration and I continue to be billed every month with the same inflated amount. Please assist in getting this resolved at the earliest.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 09/05/2025

  A member of Metergy's Customer Relations team will be following up with the customer within the week with next steps. 

  Customer Answer

  Date: 12/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a call from Metergy two months ago and they promised they would send someone to check the meter the week after without any cost charged to me. But I have not heard back from them yet. It has now been 6 months since I contacted Metergy initially with my issues and 4 months since I raised a formal complaint to BBB. These delays are causing a lot of frustration and I continue to be billed every month with the same inflated amount. Please advise how this issue can be escalated further as I am not seeing any progress with this. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/06/2025

  Metergy is currently in the process of scheduling a site visit to the customer's unit within the next two weeks. Metergy will work with the customer to schedule a date suitable for them. 

  Customer Answer

  Date: 12/06/2025

  I have not received any communication from Metergy yet. 

  Business Response

  Date: 20/06/2025

  A member of Metergy's customer relations team had connected with the customer to identify their concerns and address any issues they have. The representative addressed complaint in detail and we have applied the necessary adjustments to the resident's account as a goodwill gesture and inconvenience.

• Initial Complaint

  Date:21/01/2025

  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 moved into my unit on December 1. Less than 2 weeks later, I received a bill for more than what I usually pay for a month's worth of electricity in a month. On Dec 18, the rep said there was an error and it would be corrected and I would receive a correct bill at the end of the billing cycle. On Jan 13, I received a call demanding payment for the incorrect bill. Once I told them to check their notes, he said the ticket was just closed and I would have nothing to worry about. On Jan 15, I received an email demanding payment, you guessed it, for the same incorrect amount. Just called Metergy AGAIN on Jan 16 and was told by the rep that the ticket was still open. I asked her to explain why the previous rep said it was closed. She then said it was closed and corrected. I asked why I am getting harassing calls and emails. She transferred me because she said I needed to speak with customer service. You can't make this stuff up. Add insult to energy, when I log into the account, it tells me that it is unable to show me the bills but it has no problem telling me to click the pay here button. Sorry, but I don't trust you.
  
  For additional information, I was forced to pay $50 for moving down the hallway to set up a new account. I live in the same building. The rep tried to sell me why it is needed. They couldn't even set up my new account as I spent 30 minutes on the phone with a rep trying to get them to fix it so I could log in to my account.
  
  There are MANY residents in my community going through horrific service with Metergy. The community group is discussing a class action lawsuit to get Metergy to 1) fix its billing practices and 2) address the unfair harassment for their mistakes and 3) address the new account fees when they fail to properly set up a new account (or even move addresses). Think about you. Do you have to close your credit card accounts and get a new one every time you move?

  Business Response

  Date: 22/01/2025

  The customer has filed this complaint with both the Better Business Bureau and Ontario Energy Board. Metergy has already been addressing this matter through the Ontario Energy Board complaint and will be providing the customer with a resolution by January 29, 2025.

  Customer Answer

  Date: 29/01/2025

  
  
  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:21/01/2025

  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.

  We were advised Metergy that we owed them $190.58 for a bill dating back to April 2023. We are the owners of this property but this utility bill should have been billed to are tenants. We have repeatedly advised them of the fact they have an error in their billing system for that month. They keep contacting us about this payment but have taken to action to fix this billing that was made in error.

  Business Response

  Date: 29/01/2025

  A member of Metergy's Customer Relations Team contacted the customer to address their concerns. The charges related to their tenant's occupancy have been removed from their account.  

  Customer Answer

  Date: 29/01/2025

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