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: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: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.

  Dear BBB Complaint Department,
  
  I am filing a formal complaint against Metergy Solutions Inc., a licensed unit sub-metering provider, regarding significant billing irregularities, overcharging, and account mismanagement for my one-bedroom apartment at **** ** *********** **** ****** ******** **. Despite attempts to resolve this with Metergy, the issues persist, necessitating BBB intervention. Below are the details:
  
  • Unjustified Overdue Notices Without Prior Billing
  
  • Rapid Billing Increase Without Explanation
  
  • Payment Under Protest Due to Threatening Language
  
  • Duplicate Account and System Discrepancies
  
  • Conflict with Building Management Practices
  • Lack of Transparency and Communication
  • Billing Accuracy and Meter Verification
  
  Metergy’s response does not acknowledge my two unsuccessful attempts to resolve these issues via their Customer Care line (1-************).
  
  Requested Actions
  
  • Investigate Billing Practices: Examine Metergy’s billing for Account No. **********, including the validity of the $102.03, $98.44, $186.73 and other charges, and their failure to provide prior bills.
  • Order a Refund: If charges are found erroneous, refund the all the amounts paid under protest.
  • Resolve Duplicate Account: Correct the portal to remove or clarify the inactive account (No. **********) and ensure my payment is properly recorded.
  • Ensure Compliance: Enforce Metergy’s adherence to BBB regulations on transparent billing, timely notifications, and non-coercive communication.
  • Cease Unjustified Bills: Stop Metergy from issuing further bills until the dispute is resolved.
  • Compensation: Consider reasonable compensation for the mental distress caused by Metergy’s actions, including threatening language and unresolved issues.
  
  
  Sincerely,
  
  ********* ******** ********* ********

  Business Response

  Date: 15/07/2025

  Metergy's internal customer care specialist has thoroughly reviewed this customer's account and attempted to contact them to discuss further. ISSUE - the site had communication issues due to firmware problems with the meter read collector. Those issues were resolved last year during reverification and communication has been stable since. The customer been receiving normal invoices over the past few months and Metergy will continue to work with this customer until their concerns are fully addressed.

  Customer Answer

  Date: 21/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I emailed and informed them that I am available to talk (if they want to talk). In addition to that I also called twice today (i.e. on 07/21/2025) and tried to talk to Mr. **** *******, Metergy Solutions on his provided number: +1 ***** *** * ****. However, no one attended the phone. I also left the message. Thus in the present scenario, I would like to proceed with my complaint against thier unjustified, unfair and incompetent treatment of Metery Solutions.

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

  Business Response

  Date: 20/08/2025

  A member of Metergy's Customer Relations team has contacted the consumer to request their availability in order to setup a time to speak with them and discuss their concerns further. 

• 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.  
  
  

• Initial Complaint

  Date:01/05/2025

  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.

  After making a payment 2 weeks ago, I get notified that the payment did not go through due to "account closed" and now Metergy is trying to charge me $45 for non sufficient funds, which is not true. I followed all the instructions to make the payment and this error is not on my part, I will not pay for their mistakes. I would like to have this fee withdrawn. If I could sign up with a different company I would, but this is the only one in the building.

  Business Response

  Date: 09/05/2025

  Metergy has reviewed the customer's concerns and have waived the NSF charge that had been applied to their account. 

  Customer Answer

  Date: 15/05/2025

  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:22/04/2025

  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.

  Company Name: Metergy Solutions
  Complaint Topic: Billing errors, meter mix-ups, dishonest and abusive practices
  
  ?
  
  Complaint Text:
  
  Since June 2024, I’ve been living in a unit serviced by Metergy Solutions, but I didn’t receive any electricity bills until January 2025, when I was suddenly issued a bill of $1,345.
  
  After investigation, it was revealed that the charges were caused by a meter mix-up between units, and I was also wrongfully billed for several months when I was not yet living in the apartment.
  
  Metergy acknowledged that the delays and errors were not my fault, and promised to make adjustments. However, no correction has been made to this day.
  
  Instead of receiving regular bills for my actual usage starting from January 2025, I continue to receive old invoices from 2024, which are inaccurate and irrelevant.
  
  In April, I received a bill of $228 due April 21, then two more bills due by May 5, again without explanation or a breakdown of my current consumption.
  
  This situation is abusive, dishonest, and incredibly stressful. I am a mother of two young children, and this ongoing pressure is having serious impacts on my mental health and living situation.
  
  I am formally requesting that:
  • All unjustified invoices from 2024 be cancelled,
  • I receive accurate and transparent billing starting only from January 2025,
  • A clear breakdown of my actual energy consumption be provided going forward,
  • Metergy stops sending unverified amounts and assumes full responsibility for its errors.

  Business Response

  Date: 16/05/2025

  A member of Metergy's Customer Relations team has spoken with the consumer to address their concerns.

  Customer Answer

  Date: 16/05/2025

  
  
  Complaint: ********
  
  
  
  I am not satisfied with the company. To me, it remains one of the worst companies I have ever dealt with. They sent me a bill covering an entire year, which I paid only to avoid them damaging my credit score. Their billing management is extremely dishonest. Many customers on their website have experienced the same issue — they always have delays in billing and then put you into debt.
  
  I would like my file to be closed. I will no longer do business with them, as I ended my lease this May specifically to avoid dealing with Metergy again.
  
  Thank you for the attention given to my case.
  
  Best regards,
  ***** ****** *****

• Initial Complaint

  Date:22/04/2025

  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.

  This company is ******** ** every month ** sending me emails telling me my account is overdue. This may reflect on my credit rating as this is 3 months in a row this company *** ******* ** ** incorrectly telling me my bill is overdue.
  I have never had an overdue bill with this company. The fact is all my bills are overpaid and I have a cash balance on my account.
  Please demand this company not create any entry on my or any persons credit rating who has current and fully paid accounts. Please demand this company properly file late payment notices. I have the late payment notice dated Easter Friday, a stat holiday and again my bill was paid very early and overpaid so I have a cash balance.

  Business Response

  Date: 22/05/2025

  We apologize for the inconvenience this matter has caused and confirm the customer's account and balance are up to date. Metergy has not made any reports to the credit bureau regarding the customer's account. 

  Customer Answer

  Date: 22/05/2025

  I am rejecting this response because:
  
  This company has shown a totally derelict opinion, including their lack of response to a formal legal complaint.

  Apology not accepted.  ****** ****** **** ********* ****** ******** ** ***** ********* ** ****** ********

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:22/04/2025

  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.

  Inconsistent billing from the date I moved in. Closed my account and moved out August 30th. Received two bills in August in order to close my account. I have no been charged in December and January which have been reversed by my bank. Metergy continues to claim I owe them money. Upon further invesitigation, I have been charged twice a month since April 2024. I cant see the years prior in banking app but I'm sure these arent one off incidents.

  Business Response

  Date: 22/05/2025

  Metergy has reviewed the customers complaint and can confirm that Metergy experienced a bill delay that caused the customer to be receive their final invoices late. Metergy can confirm all charges are valid and no overpayments have occurred.