Complaints

This profile includes complaints for Wyse Meter Solutions Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wyse Meter Solutions Inc

  PO Box 418 RPO Steeles West North York,, ON M3J 0J3

  
• 

  Wyse Meter Solutions Inc.

  1701 Hollis Street Suite 800 Halifax, NS B3J 3M8

  
• 

  Wyse Meter Solutions Inc.

  1701 Hollis Street Suite 800 Halifax, NS B3J 3M8

  
• 

  Wyse Meter Solutions

  Vancouver, BC V7Y 1C6

  

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:29/03/2025

  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 seeking your support to resolve a matter of unfair billing practices and lack of disclosure by Wyse Meter Solutions Inc. that because of their actions, compromises an already vulnerable situation with regards to my living situation.
  
  Complaint Details
  
  I moved into my apartment at * ***** **** ********* *******, in February 2023 and signed up for Wyse Meter Solutions at that time. I live in affordable housing and am on Long Term Disability. In November 2024, I received an email from Wyse Meter Solutions notifying me that "Thermal Billing" charges would be added to my bill starting December 2024 due to the completion of commissioning processes for their meters. These charges were never disclosed to me when I signed up for their services in February 2023 almost two years ago.
  
  The email acknowledged the unexpected nature of these charges by stating, “We understand that unexpected charges may be challenging so please reach out to our Contact Centre to discuss payment options available to you, including monthly installment plans.” This admission highlights that Wyse acted in bad faith by failing to disclose these charges upfront.
  
  Since these charges were implemented, my monthly bill has tripled, which is disproportionate for a small 700-square-foot apartment where I maintain a temperature of 21°C during the winter months. Despite this, my apartment remains cold, and I cannot understand how such high charges are justified.
  
  These new Thermal Charges billed to me from Dec 1 to January 31, 2025, amounts to $328.29.
  
  Impact on Me
  
  Due to the sudden increase in costs, I have fallen into arrears on my hydro bill, which was previously covered through the Ontario Electricity Support Program (OESP). I am now at risk of losing power because of these new charges. On March 28, 2025, when I contacted Wyse Meter Solutions about this issue, their operator implied that my power could be disconnected if these thermal charges remain unpaid.

  Business Response

  Date: 10/04/2025

  We appreciate the customer sharing their concerns and understand the impact that changes to billing can have, particularly for individuals facing financial hardship. Thermal billing was introduced beginning with service from December 4, 2024. This change was made to more accurately reflect the building’s utility costs. Prior to that time, thermal charges were not being billed to residents. An email notice was sent to residents in November 2024 informing them of this change in advance. We recognize that this adjustment may have caused unexpected financial strain. To support customers during this transition, we offer flexible payment arrangements with no down payment required, as well as support applying to financial assistance programs. We would also like to clarify that disconnection is only applicable to unpaid electricity charges. Thermal charges do not result in disconnection. Our team is available to help ensure continued service by working with customers on a plan that fits their circumstances. We remain committed to assisting the customer and welcome the opportunity to discuss next steps directly.

• Initial Complaint

  Date:28/03/2025

  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.

  I had moved into * ******** ***** on January 15, 2025 and my building management had done up my application to Wyse on that day. I was told that it would take 6 - 8 weeks to get my bill. This is now 10 weeks and still no first bill. I have written multiple e-mails but no resolution.
  
  I had called in to Wyse and get the feeling that their employees work from home. The phone was answered by a young man who appeared to be either under the influence of drugs and was completely useless and wouldn't help me. I finally hung up.
  
  I spoke with another young lady who contacted her supervisor and she told me that my application was only processed a month later. Why was it done late when my building management put it through in time? Why was it not done when it was supposed to? I had told them that I don't want a big astronomical bill of 4 months and not be able to pay it. I have just left the shelter system and just moved into this apartment. I expected to get my bill in time.
  
  I received an e-mail a few days ago stating that the bill will be done in a few days but still haven't gotten it.
  
  I have serious reservations about this company and how they bill for electricity. Too many people are complaining about the same issues. It should be looked into.
  
  I, for one haven't even used my stove yet (although it is plugged in) and only got my TV in March. So I don't want a monthly bill of $200.
  
  What I want to see happen and happen NOW is for them to give me my first bill immediately.
  
  Their billing method according to other people are not transparent and have very high delivery charges that are higher than their actual billing charges, This should be investigated because I do not want a bill of $300 - $400 a month.
  
  Right now I want my bill and moving forward I want it ON TIME every month and accurately done.

  Business Response

  Date: 07/04/2025

  We appreciate the customer bringing their concerns to our attention and sincerely apologize for the delay in issuing their first bill. We can confirm that the customer’s first bill is scheduled to be issued shortly and will cover usage from the start of service on January 15, 2025, through to the end of the current billing cycle. We recognize that receiving a bill covering multiple months can be concerning, and we have offered a flexible payment arrangement to help make this balance more manageable. There is no down payment required, and we are available to support the customer through this process.

  Customer Answer

  Date: 07/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did hear from them but still have not received my bill. It was supposed to have been paid by pre-authorized payments but because they charge me a security deposit I cannot yet cancel my pre-authorized payments yet. If the attempt to charge my account it will NSF.

  They did say about payment arrangements but did not go into details as to how this will look.

  Please be advised that I have just left the shelter system after two and a half years and did not want to have to owe hundreds to a hydro company. I am also a pensioner on a fixed income. This was totally their fault! My building management did the paperwork on time. As a show of good measure I would like them to waive my security deposit.  I need to see my bill and I want them to remove me off of Pre-authorized payments right away.  Once I receive my bill they will have to wait until I can pay the whole amount off and do it in manageable payments to what I can afford

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

  Business Response

  Date: 17/04/2025

  We appreciate the customer’s continued communication and thank her for working with us to resolve this matter. We’ve confirmed that the customer’s Pre-Authorized Payments have been cancelled at her request, and her security deposit has been waived as a courtesy in recognition of the delay and her circumstances. We have also confirmed that she has applied for the Ontario Electricity Support Program (OESP), which will provide monthly bill credits going forward.
  The customer has indicated she will contact us once her first bill is issued, and we remain committed to working with her on a flexible payment arrangement that fits her needs. At this time, we consider the matter resolved and appreciate the opportunity to assist.

  Customer Answer

  Date: 25/04/2025

  Wyse Meter Solutions had agreed to waive my security deposit and my Pre-authorized payment but I still to date have not received my bill.
  
  Please understand that I had finally received housing after being in a homeless shelter for 3 years. I am on fixed income, I am a pensioner. I did not expect to now have this heavy debt on me for electricity. To get a big bill of who knows how much they will charge me is not what I had wanted for my first bill. I may not even be able to make the minimum and I am afraid that they will disconnect me.
  
  I understood when they said it would take 6 - 8 weeks but this is way over 6 - 8 weeks! Not only that, but my building management filled out the application to Wyse on January 15. I then found out that my application was not done for a whole month!
  
  All I want right now is my bill. We are soon entering May!
  
  Sorry for the rant but this is ridiculous!I have never heard about this company before and I understand that there has been numerous complaints about their astronomical surcharge to deliver electricity (sometimes more than the actual rate). Why has this never been addressed and looked into? **** ** **** *** ****** ********* ** ****** ** ****** ********
  
  ****** ******** 

  Business Response

  Date: 05/05/2025

  We have looked into this matter closely and we confirmed that the delay in issuing the customer’s first bill is due to a communication issue with the meter in the building. We have spoken with the customer directly and confirmed via email that, once billing begins, the first bill will only reflect one month of usage, and Wyse will cover all earlier months. The customer will not be back billed for any missed periods. We understand the importance of providing timely and clear information and are committed to ensuring the customer’s billing experience remains accurate and fair. We remain available to support the customer and appreciate their patience as this matter is resolved.

  Customer Answer

  Date: 05/05/2025

  
  
  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:13/11/2024

  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.

  Wyse Meter Solution takes care of the water & electricity billing of student apartment "*******" in Ottawa where my child resides. Wyse overcharged our water bill for the months of May, June & July 2024 (total $73.38). I know they overcharge because there was no one in the unit for the months of May, June & July 2024, yet they use April water usage to "guestimate" May, June & July usage without really reading the meter. Had they really sent someone to read the meter, they would have noticed no water was used. The minimal electricity usage for these 3 months proves that the unit was vacant during this period.
  
  Since June, we sent them 4 emails, talked to customer service twice to complain about the situation but nothing was done. I talked to a customer service rep first on Aug 22nd 2024 at 4pm, Cherly said she would contact their billing department and get back to me in 2 weeks. Two weeks passed, I called customer service a second time on Sept 30th 2024 at 11:37am, Kiran then said it took 6 weeks for investigation. Now is Nov 13th and I still hear nothing from them. I told Kiran on Sept 30th that since they owe me $73.38, I would not be paying the Aug 2024 bill of $26.51 and I am expecting a credit from Wyse Meter. Today I receive their Sept 2024 bill, they have the audacity to charge me late payment charges on the $26.51. I do not understand their logic - they owe me $73.38 since June 2024 and drag on for more than 5 months, they should be the one giving me interest on the money they owe me, yet they charge me interest on late payment!
  
  ******* is a student apartment building, I highly doubt my child's unit is the only one that has water meter reading mistake, I suspect this is only the tip of the iceberg. Is this how big corporation cheat on our students? Wyse Meter needs to refund my $73.38 overpayment and reverse the late payment charges of $0.39. I trust your office would uphold justice in this case. Thank You.

  Business Response

  Date: 02/12/2024

  We thank the customer for bringing this to our attention. The customer's account was temporarily estimated, resulting in overbilling, which we have since corrected by zeroing out the estimated usage monthly until it balances with actual consumption. We have waived any fees incurred due to the higher-than-typical bill, apologized to the customer for the confusion, and explained the resolution in detail via email. We remain committed to assisting them with any further questions or concerns.

  Customer Answer

  Date: 09/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  (1) Unable to explain overbilling reason - They just repeat the same reason that they gave us when we contacted them via 5 emails and 3 calls  (they did an estimate when they did not have real reading).  They have not explained why they could not have real readings for the months of May - Aug 2024. Is it because the meter malfunction?  Has someone being sent to fix / replace it?  Or is it human reading error?  How do I know they will not continue to estimate going forward?

  (2) Unreasonable investigation time - They say they will provide an explanation once the investigation is complete.  They have been investigating since June and still no answer up to this date (mid Dec).  The amount of time they take to investigate a meter reading / overbill issue is highly unreasonable.  How do I know if the investigation will not continue for another 6 months, or after we move out?

  (3) Non-transparent resolution - Their resolution to zero out Sept and Oct 2024 water usage as part of the reconciliation process is a band-aid solution.   I am not able to tell when the 3 months' overbilled amount is recovered.  To me, the most direct solution is to show in the bill (a) what is the real meter reading as of Nov 30th or whatever date so I know how many gallons I am being overcharged, and (b) credit back my account with the 3 months' overbilled amount of $73.68.   

  (4) Overbilling related charges -  In their reply to your office, they mentioned they reversed any charges related to overbilling.  That is not 100% truthful.  They charged me late payment charge when I refuse to pay the Sept 19th invoice (for the month of Aug) on the Nov 8th invoice (for the month of Sept).  It is only when I called customer service on Nov 14th to complain that Ebi, the customer service rep, reversed the late payment charge.  Why did they make late payment charge when they are at fault in the first place?  Will they reverse it if I did not make a complain call?

  (5) In their email to us, they told us to have the property manager to reach out to them should we think further correction is required.  Wyse overbill us, they should rectify the mistake, what has that to do with the building's property manager?  In fact, Mr. ***** *******'s Leasing Manager, did email Wyse asking how they charge tenants in the summer months as he is concerned that Wyse does estimates for all tenants who take summer vacation.  I was copied on the email from Mr. **** to Wyse, has Wyse replied Mr. ****'s query?

  It seems to me that Wyse has no idea what is wrong with the water meter (did it break down?), how to fix it and when it will be fixed. Their resolution to zero out Sept & Oct water bill is not able to (1) let me know when the overcharged amount of $73.68 is recovered, and (2) reassure me that the same mistake will not carry on.

  ******** ****** **** ***** ***** ***** ** ** ********* 

  Sincerely,
  ****** ***

  Business Response

  Date: 27/12/2024

  We appreciate the customer’s continued feedback and regret any frustration caused by this situation. The overbilling resulted from a modem issue that has since been resolved, and all necessary corrections, including reversing charges and providing credits, have been applied. While the investigation took longer than anticipated, we have provided a detailed explanation of the adjustments and meter readings and are confident the issue has been rectified. We remain available to address any additional questions or concerns the customer may have.

• Initial Complaint

  Date:06/10/2024

  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 June 17, 2024, I received an e-bill from WYSE Meter Solutions for $128.46 for thermal/cooling that was more than three times my average monthly charges for the past four years. I thought the charges unusually high but the amount was automatically withdrawn from my checking account and I did not dispute the charges. On July 18, 2024, I received an e-bill from WYSE for $115.32 for thermal/cooling. I phoned customer care, 1 ***** ******** on July 18 (****** ** **** ***** **** ********) to ask why my bill was so high as heat is turned off in my building and I seldom, if ever, use air conditioning during the summer months. I often feel cold due to my circulatory issues and air conditioning exacerbates this. I related all this to the customer care representative and she said that a billing investigation would be opened. In the meantime, I agreed to pay $55.00 which is an approximate average monthly amount I have been billed by WYSE for over the last four years. On
  August 19, 2024, I received an email from WYSE Customer Care cancelling the bill and apologizing for any inconvenience (**** ** ***** ********).
  
  On September 21, 2024, I received an e-bill for $153.12 and an account balance of $98.12. I phoned WYSE Customer Care on October 1 and asked why I was being charged three times what I normally pay per month since there is no heat in my apartment and I did not use air conditioning. Customer Care said that a billing investigation would be opened and I agreed to pay $50 by the October 14
  payment due date. On October 1 around 6PM, I went to the office of the property development representative in my building to ask if the heat had been turned the building. She told me that it was not and that the heat would be turned on the following week. I documented this in an email to myself *** **** ******** * ***** 
  
  On October 6, I received an email from WYSE stating that the thermal service fee was correct (***** ********).

  Business Response

  Date: 04/11/2024

  We thank the customer for bringing this to our attention. We are arranging a meter visit to verify the meter and thoroughly investigate his concerns. Once the assessment is complete, we will work with the customer to address any outstanding issues.

  Customer Answer

  Date: 19/11/2024

  To date, I have not been contacted by Wyse Meter Solutions Inc. regarding the results of their meter visit. Again, Wyse’s explanation for why my bill issued on SEPT. 19, 2024 was so high (the thermal fee was for three months), does not account for why my bill issued on JUNE 14, 2024 was $128.46 (paid in full) and my bill issued on JULY 15, 2024 was 115.32 ($55.00 partial payment). 

  The JUNE and JULY thermal fees are three times the average monthly charges I have been billed by Wyse. 

  Business Response

  Date: 25/11/2024

  We are scheduling a follow up visit to investigate the meters. We have informed the customer that we are waiting on a scheduled date and will confirm once it's provided. This visit will determine any issue with his billing and if found, we will cancel and reissue the bills.

  Customer Answer

  Date: 12/12/2024

  I am unhappy with the time it is taking Wyse Meter Solutions to send someone from their Operations team to inspect the meters and resolve this issue. 

  Wyse Customer Support informed me by email on November 19 that they were working to prioritize this matter but it doesn’t seem like it. As of this email, I have not received an update.

  Business Response

  Date: 20/12/2024

  We sincerely apologize for the delays in resolving this matter and appreciate the customer's patience as we have worked to address their concerns. We understand their frustration and have scheduled a meter verification visit for January 9, 2025. We have informed the customer of this date and are committed to thoroughly investigating the issue and making any necessary corrections. We value the opportunity to resolve this matter and will ensure the customer is updated promptly.

  Customer Answer

  Date: 02/01/2025

  I am replying BBB’s email to me on December 24, 2024 and  Wyse Meter Solutions Inc.’s recent response. Their response was satisfactory but I am unavailable on the date they gave for a technician to come and inspect my personal meter. I have informed their customer support specialist of this and they said they would notify their Operations Team and provide me with a new date.Sincerely,****

  Business Response

  Date: 17/01/2025

  We appreciate keeping this open until we can complete our inspection. We have advised the customer that we can schedule for January 23, 2025 and will follow up with the results.

  Customer Answer

  Date: 03/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company sent two technicians to inspect the meter in my apartment on Thursday, January 23. The lead technician (the technician who inspected the meter) informed that a component (aerator) was damaged and was affecting my usage and needed to be repaired. Said that he would file a report with company. To date, I have not heard from company acknowledging receipt of report and when they will be sending a technician to repair the meter. I am being billed for usage that is inaccurate and this is totally unacceptable!
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 14/02/2025

  We appreciate the customer’s patience while we completed the meter inspection. Our technician confirmed that the meter is functioning normally and accurately recording consumption. However, the inspection identified an issue with the cooling equipment in the customer’s unit that may have contributed to the higher-than-expected usage. As the equipment itself falls under the responsibility of building management, we encourage the customer to follow up with them for further resolution.
  

  As a gesture of goodwill, we have applied a $150 credit to the customer’s account. While Wyse is not responsible for the higher usage, we understand the frustration caused by the time it took to complete the inspection and have provided this credit in recognition of the delay.

  Customer Answer

  Date: 18/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response from Wyse Meter Solutions Inc. is disappointing. Although I don't know who actually owns the heating and cooling system in my apartment or who is responsible for maintaining the upkeep of its components, I do know two things. One, is that the Wyse technician who inspected the meter in my apartment on January 23, 2025, told me that the actuator IS affecting my usage. This is acknowledged by 
  Wyse Customer Support in an email dated February 14, 2025, which states: "Our technician found that there was flow even when the thermostat was set to OFF. This continuous flow was contributing to the higher consumption. This further indicated that the issue is related to the actuator in your cooling unit not fully closing." The other thing I know is that I have been paying Wyse Meter, and no one else, for this higher than usual consumption, regardless of who is responsible for the equipment. Also, I believe this higher usage began in late fall 2023, as indicated by my monthly payments below.

  Sept.  8, 2023  $ 37.45

  Oct.  11, 2023  $ 37.45

  Nov.   9, 2023  $  36.24

  Dec. 12, 2023  $  44.75

  Jan.   --, 2024  $  --.--

  Feb.  20, 2024  $104.19

  Mar.  11, 2024  $  61.14

  Apr.     8, 2024  $  56.75

  May    6, 2024  $  53.99

  June   6, 2024  $    3.07

  July    8, 2024  $128.46

  Aug.   8, 2024  $  55.00

  Oct.  10, 2024  $ 98.10

  Nov.    7, 2024  $ 57.13

  Dec.  17, 2024  $ 57.51

  And indicated by the monthly charges on January 6, 2025 – $62.48, and February 13, 2025 – $66.44. 

  Unfortunately, I cannot accept the $150 credit from Wyse because I believe this amount is much lower than what I am owed by them and, in addition, is being applied to monthly charges for higher than usual consumption. Wyse has gained the whole time from this and even issued a letter to me in December 2024, threatening to send my bill to collections unless the balance was paid. I am asking Wyse to do what is fair and right and reimburse me for the full amount I have paid for higher usage. 

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

  Business Response

  Date: 22/02/2025

  We understand the customer’s ongoing concerns and appreciate the opportunity to address them further. While our investigation confirmed that Wyse’s metering equipment is functioning correctly and was not the cause of the increased consumption, we recognize that the delay in completing our review was frustrating. To demonstrate our commitment to resolving this matter and restoring the customer’s confidence in our service, we have now applied an additional credit that fully offsets all excess usage charges for 2024. At this point, all necessary billing adjustments have been made. We appreciate the customer’s patience and consider this matter fully resolved.

• Initial Complaint

  Date:02/04/2024

  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.

  Hi, my name is ******** ***** ********.
  Im having a issue related to my Utility bill of my apartment no *** and building address is *** ***** ****** *****, Kitchener ON.
  
  I have been charged same amount of bill fro last 4 months which is 177 Canadian dollar, which is impossible that someone can have same amount of bill charges for 4-5 consecutive months.
  
  We 2 tenants live in apartment and he was out for 15 days and usage was less but bill came same of 177 dollar.
  
  **** ** *** **** *** * **** **** ******* ******** ** **** ****** **** *** ***** 
  
  Thanks.
  *****.

  Business Response

  Date: 30/04/2024

  A member of our Customer Support team has reached out and provided the customer with the daily usage for his utility services.  It is not unusual for a customer to have little fluctuation if their lifestyle is consistent. We encourage the customer to access their MyAccount online portal where they can monitor their daily and hourly usage.

• Initial Complaint

  Date:30/03/2024

  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 has not given a bill for service since November of 2023.
  
  I have called the customer service support and they said system were updating. Give them a few weeks.
  
  I called back, they provided me with a new account number. I logged in online and still no bill.
  
  Over 3 weeks ago I got a generated email saying bills would be out, they will have customer service workers to help with payment plans. ??
  
  Still no bill.
  
  Thank you

  Business Response

  Date: 30/04/2024

  We apologize for the delay the customer experienced in receiving their bills. We have reached out to provide a copy of the recent bill and can assure her that all issues have been resolved going forward.

• Initial Complaint

  Date:20/03/2024

  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 first bill with wyse from dec01,2023 -feb 01,2024 even had account setup fee and the Usage-270 units and still the charges were $107.21 ,but in second bill for cycle feb01,2024-mar01,2024 Usage-128 units and the charges are $143.33 .
  I want to know how the charges are so much in second bill where there is no account setup fee to be included.*** ********** *** ** ** ********* **** ******* ***** ***** ******* ** **** ******* . *** **** ****** ** **** **** ** business can’t explain what the charges are.*** ******* ** ** ********* ************ ** ****

  Business Response

  Date: 30/04/2024

  We apologize if there was confusion in the bill amounts and have since reached out to the customer to explain. There was unfortunately returned payments that resulted in additional fees as well as payments needing to be reversed. We do outline these charges in the detailed section of the bill. 

• Initial Complaint

  Date:24/01/2024

  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.

  Hi there,
  I have been being overcharged for water from WYSE since May 2023. I have called and emailed countless times with no resolution.
  ** ******** *** * **** ** * ***** * ******* ********** We use approx. 1300-1400 gallons of water per month. I am being charged for 15,000 gallons, 20,000 gallons...the list goes on.
  Attempts to contact a supervisor is useless as they very rarely if ever return calls or emails. They keep saying that the "billing department" is reviewing my bill but nothing gets resolved and nobody responds.
  I received one small adjustment for a couple of months in the summer of 2023 and then they proceeded to charge me for 15,000 gallons for the months of August and September. * ** *** ********** *** **** ******* ** **** ******* ** ******

  Business Response

  Date: 16/02/2024

  The customer was provided billing corrections for estimated charges in September 2023. This has been communicated to the customer.

  Customer Answer

  Date: 16/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  WYSE has not shown me the adjusted amounts on my bills. All they have done is told me they credited me these amounts. For what months?? Where are the adjusted months?? What did you adjust too?? There are NUMEROUS months I have been overcharged so just saying you've given me so much money in credit isn't fixing the issue. Did you credit me for the twice that you charged me for 15,000 gallons of water or the 20,000 gallons of water or the 6,000 gallons of water that I didnt use?? Every month should be the same usage.

  I want to SEE the adjusted months and for what I was credited for because in your website it still shows those astronomical amounts. I want details because I still don't believe I've been credited the proper amount. They are still saying I owe about $500??? This is impossible unless I've been overcharged. *** *** ******* **** ** ***** **** ******* ** * ****** ********* I have a right to know what I'm being charged for EVERY month plus adjusted amounts. I should not have any more then approx.1400 gallons per month.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 01/03/2024

  We have reached back out to the customer and are working to provide the details they require as well as confirm payments owed. This is ongoing but we are committed to working with the customer until we have resolved the issue. They are working directly with our Customer Support team.

  Customer Answer

  Date: 13/03/2024

  
  
  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:17/04/2023

  Type:Order 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 moved out of our apartment at the end of December 2022, during such time we had given notice (in November) to the building management who send over our completed cancelation papers and forwarding address.
  
  In February of 2023 our bank flagged an attempted withdrawal from Wyse, which prompted us to call their customer service line. When we spoke to the first representative they told us that the payment attempt was for our last bill which we thought was already emailed to us and paid in January, however the rep told us that, the payment was for the previous month and they mailed us the last bill to the previous address (our old apartment). We obviously didn’t receive this bill as we had moved out two months prior and usually receive emailed bills. At this point we had asked for the bill to be email which they said they couldn’t do and locked us out of our online account. They claimed they never received the cancellation forms with our forwarding address on it, and we are now in-curing various fees. We followed up with our old building manager about this who confirmed the forms were sent and have proof of them via fax and email. We followed up with the customer service stating they were sent and confirming our correct contact detail. The rep informed us that this issue would be looked into and they would contact us back… two month has gone by with no response after various attempts from our old building manager and us.
  
  Now it’s April and we have received a third party email that this issue was sent to collections.

  Business Response

  Date: 26/04/2023

  A member
  of our customer relations team has resolved the customer's issues with their
  final billing and have waived any fees associated with this issue. We thank the customer for bringing this to our attention so we have the opportunity to resolve.

  Customer Answer

  Date: 26/04/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  

• Initial Complaint

  Date:09/03/2023

  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.

  Wyse automatically forces a new account creation for the landlord/owner of a property, between each tenants. This causes two problems that are quite serious: Wyse discards/ignore existing contact information, thus the bill it sent to the service address instead of the mailing address of the owner, they also disregard existing email, phone number, billing communication preferences, etc. Thus the bill is sent to the property address which might already have a new tenant and it is thus not legally possible to check the property mailbox anymore. Thus there is no process for reliable communication with the landlord/owner. *** ***** ******* ********* * **** ****** **** ** *** **** **** * ************** ******* ******** ****** ******** ***** ******** ** Wyse charges account setup fee each time and also charges the deposit, etc.
  
  I have several tenanted properties that are serviced by Wyse, and these keeps recurring and it's a huge problem.
  
  I need a refund of the account fee charged AND that they institutes and property process for continuance of communications with the landlord between tenants.

  Business Response

  Date: 14/03/2023

  We thank the customer for bringing this to our attention and
  have had a member of our customer care team reach out to help explain our
  landlord process in more detail, as well as plans we have to improve this
  process in the near future as we understand how critical utility payment is as
  part of tenant management. We have provided a goodwill credit for the account
  set up charge.

  Customer Answer

  Date: 16/03/2023

   
  
  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,
  
  
  
  **** **********