Complaints

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

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  Oates Energy, Inc

  14286 Beach Blvd, Suite 12 Jacksonville, FL 32250

• 

  Oates Energy, Inc

  PO Box 51268 Jax Bch, FL 32240-1268

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:05/20/2025

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  The check was sent by me. Subsequently, it was  received and deposited by Oates Energy. See attachment for proof.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 05/20/2025

  Hello *******

  Thank you for giving us the opportunity to address your concerns.

  After reviewing your account, it appears that we did not receive payment for the invoice due on November 25, 2024, covering the service period from September 26, 2024, to October 23, 2024, in the amount of $38.61. As a result, a $12 late fee was applied to your account.

  In the following month, a new invoice for $37.02 was generated. With the previous balance and the late fee, your total outstanding balance became $87.63. We received your payment of $37.02 on December 27, 2024, which covered the newer invoice but not the original balance of $38.61.

  Because the $38.61 remained unpaid, it carried forward into the next billing periods. On March 21, 2025, we waived all four late fees that had accrued since November. However, as the $38.61 was still outstanding, it continued to accrue two additional late fees, along with the April invoice (due May 2, 2025).
  

  To help resolve this, we are willing to waive the two most recent late fees if we receive payment in full for the $38.61. This will bring your account current, leaving only the $40.21 invoice due on May 28, 2025.
  

  Please let us know if you have any questions or need further clarification.

  Business Response

  Date: 05/20/2025

  Thank you for providing this information. We will proceed with posting it to your account. This leaves a remaining balance of $40.21, which is due by May 28, 2025.
  Please let us know if you have any questions.

  Customer Answer

  Date: 05/21/2025

     [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair 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 apartment complex ******** ******* has done everything in their power to help with this situation. This has nothing to do with them. I truly believe Oates is over billing me and I would like my bills to be revised. My apartment complex has done all on their behalf even replaced my meter. t water when they really don't even know what's really going on with my meter or unit. Im the only resident in this building getting a $200 plus water bill! Oates had said my meter had to constantly be reset and the numbers reported to a lady named ********* cause THERE IS something wrong in my unit and my property wants me to suck it up and pay the crazy bill when they ALL live here and don't even pay that. Several people told me their bill was $80-$100 so why am I the one getting $200+. Yall need to do you jobs and figure out what's going on with your billing but you are not going to scam me. If I was actually consuming all that water do you think id be complaining? You guys tell me one thing and the property manager another get it together.

  Business Response

  Date: 05/19/2025

  Hello ********,

  
  Both the property management team and Oates have been actively involved in reviewing your account. Your monthly usage consistently falls within the typical range of 6,500–7,500 gallons. In response to your concerns, the property has thoroughly tested your unit for leaks on multiple occasions and even replaced your water meter, operating under the assumption that the original device might have been over-pulsing.

  Following the meter replacement, your usage remained consistent with previous readings. This outcome strongly indicates that there are no leaks present and that the original meter was functioning accurately.

  You may have noticed lower bills after the meter reset; this is due to the reset occurring mid-billing cycle. As a result, not all usage from the beginning of the cycle was captured, temporarily lowering the bill. Additionally, while the transmitter was not reset when the new meter was installed—an oversight that has since been identified—please be assured that the gallons used are being reported correctly.

  Oates, with the property’s approval, has already made several billing adjustments as a courtesy while we worked through this matter. Please keep in mind that water consumption varies from household to household and cannot be reliably compared between units.

  We appreciate your understanding and want to reassure you that every reasonable step has been taken to investigate and address your concerns.

  Customer Answer

  Date: 05/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have no other choice but to accept your response.   

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:03/17/2025

  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.

  I am a Senior Citizen and own a condo at ****************************************************. This condo had no tenant and water has been turned off in unit. Water was turned on for a cleaning of the Unit for 2 days. The *** no longer pays for the water bills and owners are responsible. My unit averaged about $16 a month when occupied. I also had a $144.00 credit with Oates before I started getting outrageous bills In February of this year from Oates, first $500 and then over 1500. Adding late fees I am now sitting at $1888.96. It should also be known that our *********** has paid Oates already so how can there be usurious late fees added?I have called Oates on 5 separate occasions starting in February and even sent Oates pictures of my meters Twice and one week apart. Then I was told by an Oates *** named ****** that the Oates employee I sent the water meter photos too was no longer with Oates and that I would have to resubmit everything to Oates. Then in a call to Oates this morning on March 17, Rep ******* said that Oates now has my photos again but that they are In Line with my billing?? How is this possible? I feel that Oates is attempting to rip off an out of state senior here! Please help before these late fees increase even more!

  Business Response

  Date: 03/17/2025

  Oates Energy has been contracted by ************ to manage billing for the water consumed by residents. Our process involves reading the water meters each month and billing the residents accordingly. Once the billed amounts are collected, we reimburse the property as they make the payment for the master utility bill to the water provider.
  
  Please be advised that Oates Energy is unable to make concessions regarding high water usage or billing adjustments in this case. It appears that there was a running toilet in the unit, which unfortunately resulted in increased water consumption. As such, the water usage will be charged to the resident, as it passed through the meter.
  
  I would like to confirm that any late fees associated with this account have been waived, and no additional late fees will be applied to the balance in the future.
  
  Regrettably, I am unable to make further adjustments to this account. The photos provided by the resident indicate that the water did indeed pass through the meter, and therefore, the resident is responsible for the usage.
  
  Thank you for your understanding. Should you have any further questions, please feel free to reach out at ***************** or ********************************************************.

  **** ******

  
  

• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  Oates energy sent me a bill over 4 times the normal amount..said a billing error occurred...call ***** *******@************ for questions..so I called, got her voicemail telling me she's out of the office until February 18th..my bill is due by February 16 after that date it considered late and more money is tacked on..I didn't budget for this and no one to talk with..I feel I'm being stronger and forced to pay for their error..

  Business Response

  Date: 02/11/2025

  Tell us why here...Dear Mr. ******** We are sorry to hear about your concerns regarding the three-month discrepancy in your sewer billing. Our goal is to assist you as much as possible in resolving this issue. The correct rate for this period should have been $10.53 per ***** gallons. However, the applied rates were as follows: the first ***** gallons were billed at no charge, and any usage beyond that was charged at $8.92 per ***** gallons. This discrepancy resulted in a one-time charge of $66.25 on your utility invoice. Upon reviewing your account history, we also noted more than 16 late fees totaling $96.00. While we understand that this discrepancy was unexpected, the water and sewer services were consumed and remain your responsibility. That said, Oates Energy would like to assist you by reversing 11 of the $6.00 late fees, totaling $66.00. This adjustment will help offset the underbilled sewer charges. We appreciate your continued service and are here to assist you further if needed.

• Initial Complaint

  Date:12/11/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** ****

  
  

  
  

  
  

  It's my hope that OEI now sees I will not accept extortion and being charged to pay a bill, and will complain and tattle-tale to any ******* Agency who may assist in utility billing. However, moving forward, I will look forward to excellent customer service and being able to pay a bill without being charged to pay the bill.. Without corporate greed biting at my feet.

  
  After I submit this review, I will then make a BBB Complaint. Secondly, I will be contacting the ******* ********** ** ************ ********** (****) and submitting a complaint and request to investigate.
  It it's my hope that this company corporately repents of greed, and simply has their mail courier empty the PO Box daily, instead of once every two weeks. I will never pay a company $3 to pay a bill I owe money on. That is extortion.

  Business Response

  Date: 12/11/2024

  We apologize for any inconvenience you may have experienced. We can assure you that we check our PO Box daily and do not wait to cash any checks. We want the funds immediately in order to reimburse your community for the services they have provided you with. We have recommended to you by email that you use a Return Receipt through **** to ensure timely delivery and for proof of when an item was delivered. We have also offered to waive our credit card processing fee as a courtesy. We also have free *** draft on the due date, or you can pay through your bank's free Online Bill Pay service which will send us electronic payment in 2-3 business days. We hope these options will help you find a payment method that works best for you.

  Customer Answer

  Date: 12/13/2024

  Please Assist! 

  After this BBB complaint and their response.... my check for water bill is still outstanding. Which means they still have not gone to their po box and gotten the mail. ***** **** always posts when a check clears. I sent that November 29th to them. ******** to ************ is 3 days tops. Why are they doing this??? SO THAT they can charge a $12 late fee. This is how Oates Operates, corporate greed to get an additional $3 or $12 with each bill paid. 

  OEI, you ****!  I hope my HOA stops using you! maybe you can do me a favor and you tell ******** ******** ** ********** ***** that you want to cancel the contract with us. Please! CASH THE CHECK #*** FOR $47.21 DATED 11/29. Its messing up my check book balance.

   

  disappointed by this business,

  ***** ****

  ps. No respect. I am 100% Service Connected Disabled ****** ****** ****** Veteran. The ******* BBB knows this because I complain about shady businesses at least 5 times a year.

  Business Response

  Date: 12/13/2024

  We go to our PO box daily, but we have not yet received your payment. We recommend you place a stop payment on your check so you can make payment via one of the methods we previously recommended. As previously stated, we will not charge the $3 credit card or debit card processing fee as a courtesy.  Please notify us if you've placed a stop payment, otherwise the check will be posted when received

• Initial Complaint

  Date:11/14/2024

  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.

  I would ask the company to simple pull up the call and listen to get all the facts, I also recorded the conversation. The company is more than welcome to call me and I will play the recording. The recording will allow the company to hear my request given to the representative twice before before he submitted the payment. I was not upset but growing frustrated because I had to repeat myself to the manager several times, she had a very hard time with understanding (English). I articulated clearly to her what the problem was. I only ended the call after the manager stared to yell at me for no apparent reason. Communication was definitely a contributing factor. I was not so much concerned about three dollars, it was the way the call was handled. In the future the representative needs to be more tentative to the callers request and managment needs to be able to articulate and understand (English).

  More in service training and comprehension is needed for OEi to run A prosperous and effective company. 
  

  AGAIN, please listen to the call. Do not rely on Notes.

  Business Response

  Date: 11/15/2024

  Our notes from the rep state Mr. Royal requested to pay the balance and did not request to pay more until after the transaction with processing fee were completed. He was transferred to the manager who apologized and offered to credit the account in the amount of the processing fee (as we are not able to remove the fee) so he could make a second payment but he stated she did not understand what he wanted in an upset tone and hung up. We are still offering to place a credit on his account in the amount of the processing fee as a one time courtesy.

  Business Response

  Date: 11/19/2024

  Thank you for this information. In order to resolve your issue, we have placed a credit on your account in the amount of the processing fee as a one-time courtesy, so you can make additional payment without fee. We look forward to assisting you in the future.

  Customer Answer

  Date: 11/19/2024

  10/29/2024 I called Oates Energy **** to pay my bill. I informed the company that I would like to make a payment and add additional money to my bill. The listed company charged me three dollars for the transaction but failed to add on the extra amount as requested, I was informed that I would have to pay additional money to make another transaction. I then spoke with the company representative who had a very difficult time understanding me. There was clearly a language barrier. My experience with Oates Energy **** was overwhelming, not to say the least. My only request is to have better customer service and properly trained employees. 

   

   

  Customer Answer

  Date: 11/19/2024

  Again, its not about the money ($3).

  Its about professionalism, integrity and honesty. I am requesting continuous in-service training as it pertains to representatives and managers. I will not accept the credit. I only ask that the company consider my concerns and try to resolve the issues for better customer service. Make sure that the representatives are tentative to the customers request and that managers are fully capable of speaking, and understanding English. Once again my issues were primarily customer service, communication, and lack of understanding.

  I will not accept the credit, respect my decision.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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.  However, my concern could have been resolved by their customer service department relaying this information to me without my having to contact the Better Business Bureau.

  Regards,

  Yahteesha *******

   

  nvoices. In at least one instance, the reading in my unit was lower eight days later (07 August 2024, **********) than the amount listed on my invoice (31 July 2024, **********). Simply put, I am curious as to why the amount listed on my invoice from 31 July 2024 is higher than the amount on the water meter in my unit on 07 August 2024. I presented visual proof of the water meter in my unit, but the employees refused to answer my question. I want a refund or reimbursement if I qualify for such a resolution. At the very least, Oates Energy needs to confirm the water meter readings in each unit at the District coincide with the water meter readings outside of the units. This will prevent overcharging residents for inflated water usage.

  Business Response

  Date: 11/06/2024

  Thank you for giving us the opportunity to respond to your concerns.  
  
  Your community is visually read- which means at times the meter readers will not be able to read the community on the last day of the month due to weekends and/or holidays. For an example, using the read you provided below on 8/07: 
  
  08.07.2024: 243059.97
  
  In July, our meter reader read your meter on 7/22, we used this reading to prorate the remaining days of your billing cycle that ran through the 31st and used the reading ******** to bill you.  
  
  With this being said, the meter reading will not always match exactly, and your meter was recording properly as your usage remained consistent and did numbers did catch up, and you were not overbilled.
  
  Please feel free to reach out to our customer service team and will be happy to further assist you and if needed look more into your expressed concerns. 

• Initial Complaint

  Date:06/20/2024

  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.

  I didn't find any option fo my case so choose this one.
  First my bill got at my home on June 17 ( 2 days after due date )
  Since I started to leave here we never paid more than $71
  Normally is $30
  And now is $111? We don't have any leak nothing changed. Actually now we spend more time working so we don't even use water to cook .
  Can you please explain why is so high?? Honestly I don't trust the people how are coming to do the reading

  Business Response

  Date: 06/21/2024

  Please see the attached consumption report. As you can see, the usage for the past two months are much higher than the previous 3 months. Can you please email a picture of the meter to ********************* so we can investigate? Thank you for your help.

• Initial Complaint

  Date:05/20/2024

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  ***** ****

  
  

  
  

  
  

  
  
  today, 5/20/24, is only 10,443. Coincidentally, each month the usage remains practically the same— as if these are estimated bills. I need someone to come, knock on my door, read the meter and reset my account. I am not going to continue with this fraudulent activity.

  Business Response

  Date: 05/21/2024

  Thank you for bringing this to our attention and we sincerely apologize that you had to contact the BBB to get this resolved.  The Customer Service Manager ********* has reviewed your account and revised 4 invoices based on your 4/24 photo, resulting in a credit of $44.16 on your account. She has brought this matter to the attention of her team as a teaching moment that a second follow-up call should be promptly escalated to her attention. If you have trouble in the future, please email her directly at . Thank you!