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:14/03/2023

  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 had Metergy solutions as a provider for the new building I moved to from Dec 1 22'. I did an initial setup of the Auto Pay from my Bank account. After the first due date I was claimed for NSF charge, however, there were no attempts to withdraw money from the bank account. There were also no attempts from Metergy solutions to contact me by email or phone number. As a new customer I feel disappointed for the user experience and additional charge for 45$ which seems caused by Metergy routing mistake.
  In addition to this I was charged for 2$ in each bill when I chose Paperless billing in the setting before the first bill.

  Business Response

  Date: 24/03/2023

  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 resolve their concerns. Upon reviewing the
  customer's account, it was confirmed that we were unsuccessful in processing
  the customer's pre-authorized payment for the account balance and attempted to
  contact the customer but did not receive follow up. The customer was also advised
  that they may have provided incorrect banking information and we
  have asked that the customer verify and update their banking information via Metergy’s
  online customer portal. As for the paper bill fee, we discovered that there was
  an error and apologize for the issue. We have provided a goodwill credit
  covering both the NSF fee and the paper bill fee.

• Initial Complaint

  Date:07/03/2023

  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.

  My last correspondence with Metergy was February 13 2023.
  In January 2023 I was billed an estimate of $269.71. That estimated amount is $140.00 above the most expensive I have paid for a hydro bill since moving to this apartment almost two years ago. I have talked to customer service on three separate dates, each time trying to get an answer or justification for this. It was explained to me that it was the accumulating “undercharging” of previous estimated bills for the last 6 months that accrued this amount. I then asked why this was put on an estimated bill? In other words from my point of view this is still estimated and not a correct account of my usage. I asked if there was any way for them to show me that I used this electricity and I will gladly pay it. They said that there was no way for them(customer service) to see but a supervisor should. I waited for two weeks and didn’t get a phone call. I called back and was told there was no supervisor available to speak with and that they would put in a ticket to the metering department that would give me details of my usage and a supervisor would contact me and email me the results.
  That was on February 13 2023. I have received nothing yet and was told it would take no more that 10 business days to get back to me with this information.
  All I am looking for is an answer to why I was charged so much in an estimated bill that also had the kWh rounded to exactly 1000.0000 kWh so I am unsure how my underestimated previous bills could add up to that 1000.0000 kWh on the dot. I would really appreciate some help resolving this issue. If I used it I will pay it but in my mind it just isn’t adding up for me and I can’t seem to get a logical answer.
  Any help would be greatly appreciated

  Business Response

  Date: 17/03/2023

  We
  thank the customer for bringing this matter to our attention. A member of our
  Customer Relations team has contacted the customer and provided a detailed
  explanation of their estimated bills and usage as well as information needed to
  understand their billing. In addition, we have provided the customer with a
  breakdown of their actual usage during the estimated billing periods. There
  were periods of estimation in 2022 due to a meter communication issue. This was
  resolved in December 2022 and Metergy has since been billing on actual usage.
  The customer has advised that they will review the information and contact
  Metergy should they have any further questions. 

• Initial Complaint

  Date:21/02/2023

  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.

  On November 4th, 2023 the Tenant #1 vacated the property.
  On November 7th, 2023 Metergy withheld setting up the account with a new Tenant (#2).
  
  Tenant #1 owes Metergy approximately $3,172.62.
  The reconnection fee is $248.60.
  Metergy bullied me (who does not owe any $) into paying $1000 including a service fee of $17.50 towards Tenant #1 account. I spent many hours on the phone trying to talk to Metergy about why I can't just pay the reconnection fee. Tenant #1 also called to inform them that he will handle his debt and tried to explain that his debt is not transferrable to the owner. I had no other choice but to pay what they told me otherwise the new tenant #2 would not have electricity.
  
  They forced me to pay the amount in order to set up the new account for the new tenant and they transferred the money to Tenant #1 account.
  
  Now they have sent Tenant #1 debt to collections and named me the debtor.
  
  How can they charge me someone else's usage and debt and send me to collections?
  
  I should have only paid the reconnection fee and not towards another account.
  
  I would like a refund in the amount of $751.40.
  
  Please help me, this feels like *****.
  
  This will negatively affect my credit report. I would also like a correction of my credit report.
  
  Please find attached email telling me to pay towards the Tenant #1 account in order to set up the new account. Also attached are emails from the collections team. The business would have evidence of the phone conversations between myself and them as well as Tenant #1 and them.
  
  Thank you in advance for your care and consideration.
  ********

  Business Response

  Date: 03/03/2023

  We are sorry to hear that the
  customer has felt frustration with the collections process. We take pride in
  providing superior service and upon reviewing the customer's account, we see
  that the account was not sent to collections with respect to her prior
  tenant’s balance but, rather, due to an outstanding balance on the customer's individual
  (unit owner) account with Metergy, which has been explained to the customer. In
  addition, a member of our customer relations team reached out to the customer
  to explain that as set out in our Conditions of Service, the customer, as unit
  owner, is ultimately responsible for any arrears for the Unit including any
  arrears owed by a prior tenant. We understand that the customer would like to
  speak with a member of our Customer Relations team to have a follow up discussion and will contact us at a more convenient time for her. We look forward to hearing from the customer
  so we can assist further.

• Initial Complaint

  Date:16/02/2023

  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 Was notified 4 months after moving out and paying my last bill to Metergy Solutions that I had a balance pending and submitted for collections. I called in and they used my existing number to verify my identification and I asked why I had a balance at collections when I was not contacted. The operator was speechless and could not answer my question. No one called my number to notify of an existing balance charged after moving out and then they send this to collections.
  
  I will seek further actions to ensure innocent other individuals are not being treated improperly and ***********.

  Business Response

  Date: 27/02/2023

  We thank the customer for bringing this matter to our attention. A member of our customer
  relations team contacted the customer
  and explained Metergy’s
  collections process. It was confirmed with the customer that his balance has
  been paid in full and a release letter has been emailed to the customer as
  confirmation as well. 

• Initial Complaint

  Date:31/01/2023

  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.

  I had to use metergy as a provider for the new building I moved to. We gave them a blank cheque to take auto withdrawals. They messed up how they inputted the info. Again, just given a blank cheque. Every month they claim it as NSF even though they admit that it was wrong on their end and charge me $45. Now they claim that it is NSF on my debit card…also not true and want copies of my bank statements. I see no reason why they should have a right to my personal information. However I can testify that nothing has ever bounced from my account. They have wrong routing on their end. I have sent screen shots showing that there is no attempt on my account to even take the money on the dates in question. They claimed they tried on the 16th and 19th. I have asked them to sort out their accounting and either quit trying auto payments or take my blank cheque that they have and enter the info properly.

  Business Response

  Date: 10/02/2023

  We thank the consumer for bringing this to our attention. Upon reviewing the consumers account, we
  discovered that there was an error in applying the customer’s banking information to their account resulting in NSF fees being charged. A member of our customer relations
  team contacted the consumer on January 31, 2023 to verify the correct banking
  information with the consumer and we have applied the correct information to
  his account as of January 31, 2023. We apologize for this issue and have waived all NSF charges and
  provided the consumer with his adjusted balance.

  Customer Answer

  Date: 10/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate the resolution.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:28/11/2022

  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 brother previously owned a condo that was serviced by ********. I was on the file with ******** so I could help him, there was also a renter on the file. My brother decided to sell the condo in 2019. At the time, the lawyers sent all the documents confirming the sale to ********.
  A few months after the sale, I got an email requesting $, so I contacted ******** and told them that my brother sold the condo and that I shouldn’t be receiving the emails anymore and they told me it was fine and I wouldn’t.
  Fast forward to 2022, I’m still getting emails when the account goes in arrears. I’ve contacted ******** on numerous occasions, provided them with a purchase agreement showing that it was my brother and not me that owned the property and yet they continue to bill me.
  I have never owned nor lived at my brothers condo and this is basically harassment. Metergy admitted they don’t know who the owner is and hence I keep getting the bills. It’s frightening that they don’t even know who they are providing service to.

  Business Response

  Date: 30/11/2022

  We thank the customer for bringing this matter
  to our attention and have had a member of our customer relations team contact
  the customer to resolve their concern and ensure the account is now closed with
  the confirmed information now provided by the customer.
  

  Customer Answer

  Date: 30/11/2022

  
  
  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:23/11/2022

  Type:Service or Repair 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.

  On Wednesday November 17, 2022 Metergy Solutions disconnected my electricity for non-payment, leaving my sick self along with my pets to manage in the cold dark. I have researched the sub-metering council of Ontario who has publicly stated that they will not disconnect customers in line with the utility companies ban on winter disconnections. I'm left wondering why Metergy Solutions has disconnected me? This disconnection also has happened after I have made attempts to explain that I do not receive monthly bills, emails or have no documented missed calls from Metergy Solutions caller ID. I am a low income earner and if I am mistaken and sub metering companies can disconnect I still question the ethical practice of disconnecting during a time of record inflation, housing affordability crisis and increased food costs, oh, and it's cold outside. **** ** ******** ** ** ******* *** * ***** ****** ******** ** ********** ****** *** ******* ********* I will pay my bill but I would appreciate not having to pay an additional $250 for the pleasure to have you come and disconnect and another $250 to have you reconnect my electricity. ********* **** **** **** ****** *** **** *** ****************

  Business Response

  Date: 30/11/2022

  We have reviewed the customer's account and can
  see that there was unfortunately a disconnection for an outstanding balance. It
  is always our last resort to disconnect electricity and we provided numerous
  notices, including emails, in order to resolve prior to this occurring. While
  unit sub-metering providers do not need to abide by the winter disconnection
  ban that local utilities follow, we will often voluntarily comply in an effort
  to support our customers, which we are implementing this year effective December
  15, 2022. Reviewing the account, we have not received previous contact with the
  customer regarding issues with missed bills but if the customer can provide
  more detail to our Customer Relations team who has tried to get in touch since
  the disconnection we would be happy to investigate further. We have since
  reconnected the customer based on a promise of partial payment, and as they are
  low-income, we have set them up on a payment plan for the remaining balance to
  support them during this time. 

• Initial Complaint

  Date:31/10/2022

  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 took possession of a stacked townhouse on August 3, 2022. On that day, I registered for all my utilities and services with the appropriate providers. Gas, cable, were both were set up in days and everything is fine. Unfortunately, I'm stuck with Metergy Solutions for my electricity and water billing. Builder confirmed all meters were installed and ready to record individual usages by all homeowners, well BEFORE we all moved in. Metergy's website says it takes "8-10 weeks" to get the account set up and a first bill issued. I have confirmation of my account number set up as of Aug 3/22. My neighbours have been waiting 10-14 MONTHS without a bill. I'm now at 12 weeks, and utterly frustrated. Metergy says "it still needs to be set up in our computers". If they are recording the usage, how difficult can it be to translate that to a bill?? I just want to get an estimate of what I need to be putting away for this until they eventually get around to billing me, and they refuse to even help me with that. After my second call-in that advanced nothing with them, I requested a supervisor callback and have not gotten it either in the 1-2 business day window, and I don't expect based on their record to get it anytime soon. I called a third time today. The answer? "They are busier than usual". I'll bet they are, if they treat all their customers this poorly.
  We have no choice here on who to get our water/electricity metering from. ******* *** * ******** *** ** ******* **** *********. If ******** and *****s/****, etc, can all manage to get us cut over and running within days, I see no reason why this company cannot do the same once the infrastructure is there. We are getting stonewalled by incompetence, and have no recourse but to bring this to you in hope that you can effect some kind of change in their abyssmal customer "service". Please advise if there is anything BBB can do to light a fire under these people to get our billing set up ASAP and bills to us on a TIMELY basis?

  Business Response

  Date: 08/11/2022

  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 are in the process of onboarding her property in our system and anticipate the first bills being sent shortly.

  Customer Answer

  Date: 09/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although the answer of an additional "2-4 weeks" is NOT what I should be or want to be hearing from them, at least it is an answer. My entire point was that no customer should have to get to this point before a definitive timeline for their "onboarding" is given, or concrete reasons for the delay provided, when they are well past their published service standard. That should happen on the FIRST call, not the fourth. I have now also been provided with an estimate of what to expect financially on the catch-up first bill; but again, I should not have had to make multiple phone calls and a complaint to BBB to get that. That should also be made available at first request past the published service window, not the fourth. They have wasted a significant amount of my time and created an unnecessary amount of stress.
  I will be satisfied that the business has responded sufficiently as far as this claim goes, IF they actually meet the new service window they have promised (I have my doubts). In any case, I hope that Metergy takes this opportunity to review their customer service standards and procedures, and to upgrade what information they provide a new homeowner in their system and when, because no one should have to go through what my neighbours and I have trying to get information from them at an already busy and stressful time.
  

  Thank you once again for your prompt and efficient help with my claim.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:26/10/2022

  Type:Customer Service 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 noticed that my electricity usage doubled in Sept 2022 as compared to Sept 2021, for no apparent reason and have asked them to look into this. I used their contact form, waited for a week with no response and then sent a follow up email. I received an automatic reply stating that I would be contacted within 3 days. Again, no response.

  Business Response

  Date: 04/11/2022

  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 walk through their recent bills, including any questions they have about usage. 

  Customer Answer

  Date: 06/11/2022

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