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 has 3 locations, listed below.

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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: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,
  
  
  
  *** *** *** *****