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:08/04/2023

  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.

  they keep charging me 57.00 to 58.00 every month ,and i do't stay there any more.....i called 5 times ..not getting any thing back

  Business Response

  Date: 08/07/2023

  Customer Service manager reached out to *** ****r on Friday, 8/4/23 to request picture of meter so we can adjust consumption and apply credits if needed and resident agreed to send picture. 

• Initial Complaint

  Date:06/05/2023

  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.

  Concern: overcharging customers for water
  
  The current bill from Oates is $709.98 for 4 months (Jan to April 2023), average $177.50 per month. Our average water bill with the previous company was between $60 to $90 per month. There is no leak that a plumber could find, no change in water usage or number of people occupying our apartment, this is very concerning to us that our water bill is more than 2 times of our average water bill before Oates took over.
  
  They also lied about what I said on the phone and contradicted themselves in the same email. They claimed I told them I hired a plumber in Feb (I never told them that nor did I hire a plumber in Feb) and later on in the same email they said I never told them I hired a plumber in Feb. Please see what they wrote below.
  
  
  "Thank you for reaching out on this one, Ms. **** actually called into Customer Service yesterday regarding her current Oates Energy invoice.
  
  In reviewing the consumption of her unit, we see 30,420 gallons of water was consumed between 01/01/23 and 02/27/23. The remaining 11,690 gallons was used between 02/28/23 and 04/30/23.
  
  In speaking with her over the phone, it was mentioned there was a plumber in her unit back in February. It seems something occurred to cause this increase in water that was corrected.
  
  We can send out our technician to the site, however he will find the meter reading is in line with billing and the water was consumed at some point. The meter is functioning along with the transmitter. "
  
  It appears you had a plumber come out and correct an issue in February as the above shows more normal usage for March and April. You did not mention this to me when we discussed on the phone yesterday.
  
  We can still have the tech come out but as you can tell they already checked the transmitter and meter.
  
  Are you having a check valve installed? Did your plumber suggest one?
  
  Best Regards,

  Business Response

  Date: 06/09/2023

  We apologize for any confusion. All residents were informed that
  the previous billing company had not billed since December 2022 and that the ***
  hired Oates Energy to bill for this unbilled usage.
  
  Whether a plumber was hired in February or not, the reads show
  something occurred to cause an increase in water that was corrected. In
  reviewing the consumption of her unit, we see 30,420 gallons of water was
  consumed between 01/01/23 and 02/27/23. This is the main cause to the considerable consumption.
  
  Our technician was at the unit with the president of our company
  in May. The sub metering
  equipment is not owned by Oates Energy but we did confirm the meter and
  transmitter are working correctly and the water was used. Because of this, the
  *** feels that the bill is owed by Ms. **** (regardless of how the water was
  used – leak, high usage, etc.) and they will not be issuing a credit at this time.
  
  We have been coordinating for both our technician and an
  ***-hired plumber to visit the unit and will be in touch with Ms. **** with the
  finalized date. They should confirm that the water was used and find any
  current issue. 

  We look forward to resolving this issue with the ***-hired plumber and hopefully it answers all questions. 

• Initial Complaint

  Date:03/30/2023

  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.

  Oates energy over billed me on my water bill and cannot provide a valid explanation of what took pace,
  just excuses and requesting pictures of my water meter which I provided 2 different pictures. I ask to be
  walk through step A-Z how the price they are billing me for came about. Still waiting for a valid answer.
  
  Please see previous billing and current. I can send additional copies from the time my account was open to present. Thank you.

  Business Response

  Date: 04/03/2023

  Good Afternoon,
  
  Thank you for allowing us the opportunity to assist with your
  concerns.
  
  Per the notes on your account, we have our customer service
  manager looking into your account.  When researching an account due to
  high usage, our normal procedure is to ask for a picture.  The reason we
  need the picture is to see if the picture is in line with the read we received
  and billed you for. 
  As we can see, you did provide the first photo and since the
  reading was not in line, in order to continue our research we will request a
  second photo. We have not received a second photo of your meter in order to
  continue our research- however we will have our customer service manager give
  you a call to follow up on this.
  
  Please feel free to contact us directly and we will get this
  resolved for you. We are here to help and would like to provide a 100%
  resolution.

• Initial Complaint

  Date:03/01/2023

  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 been charged 55.63 every month for the last 24 month ,even when i was over seas for 4 month..told me to check my reader...i did, its broke....explain it to them ,told me someone will call me never do

  Business Response

  Date: 03/01/2023

  The account notes show we spoke with resident twice today and are waiting on him to send a picture of his meter so we can further research and make corrections if necessary. We are not able to provide any additional details at this time but happy to when receive the picture.

• Initial Complaint

  Date:02/15/2023

  Type:Order 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 is trying to force me to pay for repairs done to the water lines OUTISDE of my unit. The water is constantly turned off to begin with there is always a issue. For the last 2 months I've clearly been over billed. Oates energy was to resolve whatever issue this was an send a edited invoice. MY normal bill is approx 60 a month. January is was 215 and February 173. This is clearly a billing error yet they are trying to force me to pay it. I've contacted Oates along with the owner of my unit and nothing has been resolved. January they took the late fee off this month they did not nor has the bill been adjusted and I am no longer getting a response. I would like to get this resolved rather than hanging over my head. If you review my attached bills never late and the monthly cost is pretty consistent. It is stressful to have this hanging over my head. Again please see attached bills for the past several months.

  Business Response

  Date: 02/20/2023

  Thank you for the reads you provided. After further research on your account, we have determined that your last 2 invoices should be credited. The issue seems to have corrected itself but please contact us in the future if you notice invoices that seem out of the ordinary and we'll be hapy to review your account.
  
  We have credited your 11/6/2022-12/6/2022 invoice and your 12/6/2022/1/6/2023 invoice.
  According to the reads that you provided, you are using about 162 gallons of water per day or roughly 4,800 gallons of water per month.  We looked at your water usage from 1/7/2023-2/6/2023 and the usage is back in the average range for your unit. Please see attached revised invoices for $55.48 and $54.71, or a total of $110.19.
  
  Oates Energy only measures the water that you are using in your unit.  The water meter in your unit does not measure any water outside of your unit.  Also, Oates Energy does not shut the water off at the property.  The water being shut off may be due to maintenance emergencies or the City of Orlando shutting the water off for maintenance or emergency purposed.  
  
  Please let us know if we can provide any further assistance.

• Initial Complaint

  Date:01/31/2023

  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.

  They have horrible customer service. How come I cannot cancel an account for a place I am no longer living in that is being rented out? Just keeps telling me I will continue having to pay their base fee but someone else is going to be living there. Don't I have the right to cancel my account so someone else can pay their own water bill when it comes? Can I not cancel because as the owner of the unit, I want no water to be running through? Why do I have to pay for their water?

  Business Response

  Date: 02/01/2023

  ******* is responsible for the base fees and any usage as the owner and has an agreement with her community stating this. She may list a tenant on the account however as owner, she would be responsible for providing their information to us and paying if they do not.
  
  To list a tenant, she should provide us with their name and move-in date. We will create a final bill for her that must be paid before we can add the tenant's name to the account. We should also be contacted when they move out so their name can be removed from the account.
  
  She may call us at ************ with this information and to allow us to assist further.

• Initial Complaint

  Date:12/08/2022

  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.

  My question to ***** is why the inconsistency on your monthly sewer base fee and sewer usage fee?.. my water bill (water & sewer usage combined) averages at around $50 (which is too high to begin with) yet this month of December 2022 I am at $100. With the 'sewer base fee' doubled and the 'sewer usage fee' tripled. For two senior citizens in this 55+ over park, that's ridiculous.

  Business Response

  Date: 12/12/2022

  All rates are reviewed quarterly to confirm they are in line
  with current county rates. The most recent rate increase was during February
  2022, and previous rates had been in effect since October 2020. Water base fee
  increased from $0.09 to $0.36, sewer base fee increased from $16.38 to $17.94,
  and sewer usage increased from $5.98/1,000gal to $6.55/1,000g.
  
  Your most recent invoice appeared high because we were not able
  to get meter readings for your September and October invoice and only billed
  you for base fees those months, without billing for consumption.  In
  November, we received a good reading and billed for the unbilled usage during
  the previous months, along with current base fees.  If you are able, please keep an
  eye on your billed usage and contact us with a picture of your meter reading if
  you notice it appears out of the ordinary so we can review and adjust if needed. Your meter is located on blocks
  above ground in the rear of your unit.  Please call our customer service
  department at ************ or email us at ******************************* if we can assist further.

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service 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.

  Below is the email from the Leasing office regarding the influx of residents comping about Oates Energy overcharging when the community switch utilities:
  ————————
  Hello Residents, we want to clarify some water questions we have been receiving. The water posts on the 1st of the month with your rent and is due when rent is due. Rent is due the first of the month and late as of the 4th. Water is back billed two months in the rear and the current water bill is for the dates 11/7/21-12/3/21. When you first move in you will not have a water bill for two months or so and when you first get your water bill there will be a onetime $25 activation fee. When you move out you will always have a two-month balance water bill due. The water is more broken up with Bainbridge and more itemized than it was before with the previous company. As always, there is a $6 billing fee for water that still remains, sewer fee, water fee, and a storm water fee of $2.28 that is charged from the water company (this is the new fee itemized out that used to be included in the water portion). Water is billed by the number of occupants in the apartment.
  ————————
  This was back in February 2022.
  When taking to them in person they said the first few months would be higher than normal but would normalize to the prior prices eventually. This is not the case. Oates Energy has continually increased the bill each month and now we are at $90/mo for August, when one of the 2 occupants was even around for more than half the month. No unusual water activity would lead you to believe the water bill for August would be LOWER not the highest. Maintenance serviced the toilets in June and found no leaks, so there is absolutely no reason for a higher water bill, especially when use is lower than normal.
  
  Oates Energy continues to not list the meter rates or gallons consumed. Supposedly they bill on # of occupants, but it has been 2 ******* ***** ********* ** *****.

  Business Response

  Date: 09/19/2022

  Hello Mr. ********
  
  Thank you for allowing us the opportunity to respond to your
  concerns.
  
  Your community is billed based on a ratio utility method where
  we take the overall master utility bill from the provider and divide it among
  units based on number of occupants. OEI is unable to list rates or consumption
  details because your invoice is not based on your individual units consumption.
  Due to this, you invoice may fluctuate based on the overall usage for the
  community each month.
  
  Feel free to contact us at ************ if you have any
  questions or if we can be of any further assistance.