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:11/08/2023

  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.

  Been living at my apartment since the middle of February and have not received an electricity bill since then. Multiple other tenants have also not received a bill and we are all extremely concerned. They (Metergy) offered payment plans and a lack of penalties, but it has been months and they have not fixed their issue. The anxiety of not knowing when there being a large bill number to pay is terrible. Please note that the attached image was sent to me in May… this is taking more than a couple weeks.

  Business Response

  Date: 17/08/2023

  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 provide an update. The issue delaying the customers bills has been rectified and the customer has now been billed up to date. 

  Customer Answer

  Date: 17/08/2023

  
  
  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:11/08/2023

  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 moved into a brand new apartment building in October 2022. (**** *******) I was told I HAD to use Metergy Solutions as my energy provider. I have YET to receive a bill. It has been 10 months and they still give me the same run around. "Minor technical challenges" "We are still onboarding the meters and this has been escalated". I have called several times. I contacted the landlord with no response. Having this financial burden being unknown of how much my bill is going to be is very stressful. There are lots in this building with the same issue. This is unacceptable. I need something done.

  Business Response

  Date: 17/08/2023

  A member of our customer relations team has been in contact with the customer and was able to confirm the technical issues preventing the customer's account from being billed have been resolved. The customers account has now been billed up to date. 

• Initial Complaint

  Date:10/08/2023

  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 has been administering billing and payment for electricity for my condo since 2017. Payment has been by automatic debit. In Jan 2023 billing and debiting stopped and nothing has been received since (now Aug). The last bill received and debited in Jan has been cancelled in error and there is now a credit on the account.
  I have called cust service every month this year with no resolution. Agents claim a lack of meter readings and that they are working on the problem. Three formal investigations were reported but no resolution. Agents have no other information, no authority to escalate the situation and cannot forward me to a suprvisor.

  Business Response

  Date: 29/08/2023

  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 provide an update. We have been able to resolve a communication issue that was causing the delayed bills and have provided the customer with their updated bills. 

  Customer Answer

  Date: 29/08/2023

  
  
  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:10/08/2023

  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 been reaching out to this company for 2 years now with zero resolution. They have never sent me my bills on time. They send bills three to four months overdue at a time and accept me to make $3000-$4000 payment due to their billing issue. I have reached out to ******** *. who apparently is their customer relations rep and yet to hear a response back. I have done all I could to get my billing issue resolved and jusy get bills on time so I'm not stuck with huge bills. I have contacted customer service over and over with zero resolution and zero contact back.

  Business Response

  Date: 17/08/2023

  A member of our customer relations team has reached out to
  the customer and explained we are having communication issues with the meter
  and are prioritizing a fix to avoid further delays. We apologize for the
  previous delays and are working on a permanent resolution to the communication
  issue. He has been provided the customer relations contact information for any
  future follow up.

  Customer Answer

  Date: 22/08/2023

  
  
  Complaint: ******** 

  ********* HAS YET TO REPLY TO MY EMAILS!!!!! PATHETIC CUSTOMER SERVICE! *** ***** *** **** *** ******* I continue chasing her for answers! 

   

  ***

  Business Response

  Date: 29/08/2023

  An update on the timeline of the investigation has been provided to the customer, as Metergy is still working to resolve the communication issues with the customers meter. 

  Customer Answer

  Date: 29/10/2024

  I have now formed 3 complaints over the past 2 years with you guys and I still have got nowhere with this company. I have been their customer for 3 years and during these 3 years I have NEVER EVER received my bill online. Small businesses are on a budget and it is extremely frustrating not getting bills on time. I get bills for 3 months at a time and this is not fair. Has been ongoing for three years!! Company: Metergy Solutions Inc Consumer: ******** ***

  Business Response

  Date: 14/11/2024

  A member of Metergy's Customer Relations team has contacted the customer to address their concerns, and we apologize for any delay in communication. We have assured the customer that Metergy will make every effort to ensure their account is billed on a timely, monthly basis moving forward. While we have not received the correspondence referenced in the customer’s complaint, we encourage the customer to reach out with any further questions or concerns. Our Customer Relations team can be contacted directly at ******************@****************.com.

  Customer Answer

  Date: 20/05/2025

  This business has been billing me late for years and getting nowhere with their customer relations rep ******** *ilks! Their customer service is a joke and she refuses to reply to my emails!!!

  Business Response

  Date: 20/06/2025

  The resident has been in contact with Metergy Solutions and spoken with a member of the representatives regarding their recent invoice concerns. The resident has been explained what took place and Metergy has apologised for any inconvenience regarding the matter.

  Customer Answer

  Date: 20/06/2025

  I HAVE SENT THEM NUMEROUS EMAILS TO THEIR CUSTOMER RELATIONS DEPARTMENT AND THEY REFUSE TO ANSWER MY EMAILS. *** ******** 

  I have made numerous attempts to get answer from this business and refuse to reply to my emails or get in touch with me. It has now been three years and continue to have billing issues with this company.  

  Business Response

  Date: 10/07/2025

  A member of our customer relations team has reached out to the customer and explained we are having communication issues with the meter and are prioritizing a fix to avoid further delays. We apologize for the previous delays and are working on a permanent resolution to the communication issue. He has been provided the customer relations contact information for any future follow up.

   

• Initial Complaint

  Date:27/07/2023

  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 Solutions has not properly invoiced for my suite since November 2022.
  They are now invoicing all of the bills for this time period. They have back dated a charge of $535 dollars for my suite.
  I spoke with them about a payment plan to which they agreed, but said that they would have to add late payment charges for each payment which is rather upsetting seeing how they are offering a payment plan.
  I received email confirmation for the payment plan yesterday, but this morning I received another bill advising that a balance of $535 is due on August 17, 2023 with no payment plan being involved.
  I have also not been provided with actual bills for this time and have only been provided with estimates and their website billing is showing me so many different billing amounts without explanation.
  I am extremely concerned, as I feel like I am being overcharged for electricity, and on top of that they are not providing proof of how much was used during that time. I also cannot find any information in our contract from Metergy that they are allowed to back date for electricity payments due to their own negligence of not coming out and reading the meters.
  The bills on my account show from July 21 and 24, 2023. With no actual reading attached to them or for which month.
  They also charged me an activation fee when I moved in, which I did not agree to in my lease agreement or the initial contract.
  At this point, I do not feel as if they are in the rights to be charging on estimates, back dating, and not providing accurate readings.

  Business Response

  Date: 11/08/2023

  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 explain
  their recent bills and payment concerns. There were periods of estimation due to meter communication
  issues that Metergy is currently working to resolve. The customer has been advised
  of where they can find a disclosure of Metergys standard fees. The customer has
  been provided with the customer relations contact information for any future
  follow up. 

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  As per our lease agreement contract, we need to be billed on actual costs and not estimates. I was also advised that Metergy is going off of the province of Ontario and not Alberta when we are in Alberta. 
  the set up fee was disclosed AFTER the lease was signed and no mention prior to coming into a predetermined contract. 
  The bills are not exact and I haven’t been provided exact readings for usage, and feel as if I am being overcharged, and that the bills are not properly corresponding with the readings. It is also still showing multiple bills on the account for August 14, August 17, and August 18 with no exact dates of usage. The fact that I’m being billed on estimates and not actual usage is not okay.
  

  Immediately after the email was sent from Metergy, I got another email from Samantha advising they would like to recall the message that was sent. 
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 13/11/2023

  Metergy has made attempts to contact this customer and discuss her concerns further. Unfortunately we have not been successful in our attempts but have left voicemails for the customer to contact Metergy at her convenience. 

  Customer Answer

  Date: 16/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is just a picture of the balances on the account, there is no proof of electricity usage. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/12/2023

  A member of Metergy's Customer Relations team has contacted the customer to confirm their monthly bills does provide the customers electricity usage and provided details on how to view the electricity consumption. 

• Initial Complaint

  Date:17/07/2023

  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.

  ** ***** **** **** ******* ****** ** ** ******* ** ***** ** **** ****** **** ***** My bills went from tens of dollars to hundreds of dollars, with the most recent being over $580. First they claimed it was EST and now the latest bill is an ACT with that VERY HIGH AMOUNT.
  
  ** *** *** * ******** ** ******* ** ****** **** **** ******* **** **** ****** *** **** ***** ******. They don’t care about the customer, because at the end of the day they will still collect the exorbitant bill amount and anything they say about customer service is NONSENSE to them!
  
  At this point Metergy should add me as a lined item on their balance sheet for their next end of fiscal year report. I have been billed a further EST bills of over $350 and $400 with two more bills to go. They called me to say I should expect it. Word of advise if you are told by your landlord that Metergy is their provider, make sure you understand what you are getting into with this company. **** **** **** ***** *** ***** **** ***** ****** ****** ******* ** **** *** **** **** ******** ** ** ** ** **** ** **** ****

  Business Response

  Date: 01/08/2023

  We thank the customer for bringing this matter to our attention. A member our customer relations team has contacted the customer to advise there have been estimations used in their current bills due to meter communication issues. Metergy is working to resolve the issues and will provide the customer with a breakdown of what the actual usage was at the time, once the meter communication issues are resolved. 

  Customer Answer

  Date: 01/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The business gave the exact same canned responses that lead to this compliant being lodged.

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

  Business Response

  Date: 28/09/2023

  A member of our Customer Relations team has contacted the customer and has addressed their concerns and resolved the issue. 

  Customer Answer

  Date: 29/09/2023

  
  
  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:28/06/2023

  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 elderly mother owns a condo in Aurora, Ontario. Her electricity and water provider is Metergy. Since the summer of 2022, she has been overbilled for water consumption, estimated by over $500. My mother is on a fixed income and she is afraid to use water. It is very stressful for her. I have repeatedly contacted Metergy by phone and email. I have done everything they have asked of me including sending photos of the defective water meter. Metergy has not fixed the ongoing problem. My last email to a supervisor in customer service continues to go unanswered. What can I do?

  Business Response

  Date: 12/07/2023

  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 advise in order to better understand and address the problem, Metergy Solutions will need to conduct an on-site visit to thoroughly assess any potential issues with the meter. Metergy will continue to work with the customer to resolve their concerns. 

• Initial Complaint

  Date:27/06/2023

  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 electricity, they did not reach out since last week.*Since Wednesday last week I reached out to Metergy solutions Inc to resolve and to pay the bill,I requested them to put only my name on the bill bec my brother's name is in there, he is not even living on the premise for 15 years now, they did not want to remove my brother's name from the account and they did not want to forward the old balance to the new account if I will open a new account for me, I asked them to carry the balance forward on my name so that they will get paid, or remove my brother's name so that the bills will be paid off, but they refused everything the possible option for me to pay them,so that the bills/ balance will be paid off, they refused,by the way I have been paying the bills since April 15,2015 through my bank account, I am a solely user of the electricity,since last week I don't have electricity for 8 days now, they failed to cooperate to get the payment,they failed to handle the issue with customer,if the account is just on my name which is required for me to pay the balance, to put my name on the account but they refused to do it,the balance should be paid and done supposed to be since last week, all they can do and say is the balance should be paid, or they will sent it to collection, but I wanted to pay, I am willing to pay but they refused to cooperate, so that the electricity will reconnect and the issue will be solved, the payment is not the issue any longer, the problem is them, the damage they have done is done, it but I am willing to pay it,but they did not cooperated, but have done my part, they failed to give me an option to pay the bill,by the way last the notice of current overdue dated June 7,2023 was $200 and then when I called them Wednesday June 14, 2023 while speaking to them, the balance suddenly became 298, then few minutes talking to them it became $300 something then another few minutes it became more than $500, they gave me the 1*** *** **** for energy assistance but then I was told I have to call Metergy back by 1:30 p.m that day or if I did not call them by that time they will put more another $100 and then if I will call them after hour they will add more another $100 and the if I will call them the next day they will put more $$$additional.That time was already 11;44 a.m. I reached out 1877 632 2727 to resolve the issue for ther payment but Metergy did not cooperate, my building management called them several times, left an emails since last week up to this day today they haven't reply to him, I told Metergy solutions last Thursday June 15,2023 that they should put my name on the bill so that they will get the payment but they refused, I was pre-approved up to $500.{I believe alot of people are suffering financially.Its terrible for 8 days now I did not have electricity, I have to charge my phone outside so that I could use it during night time.terrible, * metergy did not reach out on me since last week Thursday up to now, supposed to be they gives customers some option to pay the bill to resolve the issue, I done my part to resolve it but nothing happened, without electricity on your place is terrible. Nobody should be treated this way, water, electricity, heating are the most important to live comfortably, anywhere, anytime anybody.

  Business Response

  Date: 18/07/2023

  We thank the customer for bringing their concerns to our attention. Metergy Solutions has worked with the agency **** to cover the customers arrears and the customers unit has been reconnected. 

• Initial Complaint

  Date:18/05/2023

  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 dishonest and ********* business practices. Their representatives are not trained on their own internal procedures and misinform customers, which then leads to the company billing customers arbritary charges that are essentially a cash grab and after months of back and forth emails and numerous phone calls and request for esclations, this business has the audacity to now demand $25 fee for providing a statement of my account, despite me making two payment in good faith and now I have had enough. This corporation has ********* business practices of ********** customers with overdue bill notices via mail and email and ********** phone calls. This is not just my experience but the unfortunate experience of an other immediate family member which was forced to sign up for this companies services due to there connections with the larger builders and construction conglomerates that plague Ontarios real estate market. Someone needs to hold these corporations accountable *** **** *** *** ********* **** ***** **** *** ******* *** ******

  Business Response

  Date: 29/05/2023

  We are sorry to hear that the customer has felt
  frustration with the billing and collections process. We take pride in
  providing superior service and a member of our customer relations team reached
  out to the customer to explain that all charges on our invoices as well as our collections
  practices for overdue amounts are in accordance with our Conditions of Service.
  As a gesture of goodwill, we have waived the $25 fee for providing a statement
  of account (as specified in our Conditions of Service) this time. We have also informed the customer that they can view their account details through our
  customer portal at any time without incurring any additional fees.

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Metergy recalled the email and statement provided and has not responded to the attached email. This proves that this company is dysfunctional and unable to provide basic service to their customers and at this point I think its only fair for them to compensate me beyond the notional $25 statement fee, so called goodwill gesture. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:22/03/2023

  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 set up metergy for my brother’s apartment in Scarborough and he moved out Jan 15th 2023. I called on Jan 26th/27th to let them know that we’re moving out (fully ok to pay for all of Jan). Associate told me that all systems were currently down so I tell her to disconnect our account when it’s back up. She agrees.
  I pay for the January bill and pay it no mind anymore.
  I get a call on March 13th about a late bill. I call them back March 15th to find out and file a complaint. Metergy was not disconnected and because it’s been more than 30 days since I moved out they need to verify with the home owner. They say this will take 20 days. I pay the $40 bill for the time being just so that it won’t be a late payment.
  Meanwhile I receive another bill on March 21st for $80. I call to ask what to do and they say just pay it for now and I’ll be reimbursed if I’ve overpaid. I asked for that confirmation in writing and asked why I need to pay for a bill that’s not mine with no guarantee of getting the money back. I already paid $40. She said then I don’t need to pay. I asked her what the repercussions of that would be. If I don’t pay, will it go to collections? Will it affect my credit? Will it be sent to 3rd party collections? If so do you provide credit bureau amendments and/or support for one?
  She stumbled and then sent me to the credit and collections department to get my questions answered but I got hung up on right away. Wasted 30 min.
  Told them that I’m not willing to put in my time, money, and labour to assist in fixing a mistake that metergy made (especially if they’re not being accommodating).
  20 business days is absolutely ridiculous for a quick phone call to the home owner. Home owner also said that she’s disappointed at the idea of spending her own time to reach out to help assist.
  Needs to be known that metergy’s accountability and problem resolution is lacking and not time sensitive at all.

  Business Response

  Date: 31/03/2023

  We apologize for the inconvenience the customer
  experienced during the account closure process. We have successfully closed the
  customer’s account as of their requested tenancy stop date. Additionally, a
  Customer Relations team member has contacted the customer and confirmed that
  any overpayments made to their account will be refunded and that this matter
  will not have any adverse impact on their credit rating.