Complaints

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

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  Metergy Solutions Inc

  Markham, ON L6G 1B3

  
• 

  Metergy Solutions 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:14/04/2025

  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.

  My wife and I own a condo unit a *** **** ******, Unit #*** in Ottawa. The condo board or management company switched to Metergy Solutions a couple of years ago to manage the sub-metering for electricity for each unit. Last year (2024) a period of 4-5 months went by without any billing and Metergy finally came forward acknowledging a billing issue which was finally resolved and clients were required to pay one large bill to rectify. However, on our Metergy account, the same billing date appears 4 times with different amounts charged and transaction numbers. Moving forward, we have noticed that billing is 30-40% higher the last 2 months compared to the same 2 months last year for our Metergy electricity billing. Many other tenants and owners in the building have also noticed and have been complaining to the BoD and condo management company. Further research online shows others in the Province also complaining about increased "usage" charges from Metergy, while we remain convinced that Metergy has been engaging in gouging of electricity billing charges. ****** *** *** ****** ********** ******** *** ***** ************************************************************************************************* I addition, we have reached out to the Ontario Energy Board to file a complaint with them -- ************, and requesting that BBB also reach out to Metergy as the company's method of rationalizing increased consumption is not in alignment with the % increase in monthly billing. Finally, we have asked Metergy to provide us with one full year of monthly billing usage, total $ amount charge per month and all electricity costs and fees for each month, so to compare 2025 bills with 2024. We have paid the 2-month billed amounts totalling $170.15 to Metergy, as we suspect the company will simply refer out bill to a collection agency and affect our immaculate credit score. We are asking BBB to contact Metergy to help us acquire the accurate monthly totals.

  Business Response

  Date: 24/04/2025

  A member of Metergy's Customer Relations team has contacted the customer and has addressed their concerns with them. 

• Initial Complaint

  Date:07/04/2025

  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.

  Seeking compensation where we were overbilled/overpaid (ie for over 15,000L/mth for water that was not used by our newly built single unit condo with new meter and connection problems). The builder and occupant validated that there were no leaks or faucets left open in the unit over the approximately 8 month period of anomalies.

  Business Response

  Date: 07/05/2025

  A member of Metergy's Customer Relations team contacted the consumer to address their concerns. The consumer was advised Metergy conducted a thorough investigation into their water consumption and has provided them with the details. 

  Customer Answer

  Date: 07/05/2025

  
  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:11/03/2025

  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 writing to express my frustration with the ongoing billing issue I have been facing since moving into my building on November 29th. On that date, I created an account with Metergy Solutions, but as of today, March 6th, I have yet to receive any bills for my account. I have called customer service every day, referencing my case number, in an attempt to resolve this issue. However, despite my repeated efforts, I have not received any assistance. I am consistently told that someone will contact me, but after four months, no one has ever followed up. The customer care representatives I have spoken with seem to be unable to provide any useful information or guidance, and their only advice is for me to call back and "see what happens." Today, during my most recent call, a representative named Samantha suggested that I visit your office in person to attempt to resolve the matter directly. This response seems unreasonable, as I have already been waiting for months, and it should not be necessary to visit the office for an issue that could be handled over the phone. This lack of communication and the ongoing delay is unacceptable. I would appreciate a prompt resolution to this issue and a clear explanation of why this has not been addressed in a timely manner. I expect to be billed correctly and for the matter to be resolved as soon as possible.

  Business Response

  Date: 20/03/2025

  A member of Metergy Solutions Customer Relations team has contacted the customer to address their concerns and confirm that their account has now been billed. 

• Initial Complaint

  Date:06/03/2025

  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.

  Metergy made an error on the bill I received 17-Dec-2024. The bill incorrectly included that I used approximately 1,800 kWh on 29-Oct-2024, which is impossible, given that my 500 sq foot unit uses on average approx. 10 kWh/day. 17-Dec-2024 I contacted Metergy via their electronic system to advise them of the error. 24-Dec-2024 Metergy responded and told me that my bill issued in October was correct... but I was inquiring about December's bill, so I decided to call after the holidays. 30-Dec-2024 I called and was told that they would investigate it. 09-Jan-2025 I called and was told that the dept. investigating was "backlogged". I asked to stop autopayment, and the agent instead paused the autopay. 20-Jan-2025 I was told there was no update to the investigation, agent paused autopay again, and I paid the Jan bill manually. Then, the letters began where Metergy threatened to send my account to collections, which would impact my credit score, if I didn't pay them the outstanding balance by 12-Feb-2025. 06-Feb-2025 I called Metergy and was told there was no movement, and I paid them the outstanding balance on 06-Feb-2025, because there was 0 guarantee that my account would not be sent to collections. 21-Feb-2025 I called and was told I needed a ticket number to escalate. 25-Feb-2025 I called and was told I wasn't given the correct ticket number, and I requested to speak with a supervisor. I was told I'm not able to speak to a supervisor unless I get another ticket, which according to the agent meant that a supervisor would call me in 48-72 hours. That deadline has come and passed, and now I've seen that Metergy has taken the money that I've already paid from me on 27-Feb-2025. So now, I've been overcharged, been incorrectly advised by customer service, and been made to pay an incorrect bill of $397.95 twice - once manually 06-Feb-2025 and once via their autopay on 27-Feb-2025. I want all of my overcharged money back. Not as a credit, but back to me.

  Customer Answer

  Date: 24/03/2025

  Apologies for the delay in reaching out. The lack of consistent and clear communication from Metergy is insanely frustrating. I'm not surprised that they didn't respond to the BBB regarding the complaint. 
  
  However, Metergy has finally taken steps to resolve my issue! 
  
  Outline of events from 03-Mar-2025 to present: 
  03-Mar-2025: I had called Metergy before submitting the BBB complaint but was not able to speak with anyone. After submitting my complaint to the BBB, an agent called me back. I explained the issue I was having, the experience I had to date, and was transparent with them that I had made a complaint to the BBB. She asked me to email a void cheque so that the money that should not have been taken from me via autopay would be returned. That same day, a Supervisor finally called me, apologized for the situation, and said that I'd receive my money and another call in 1-2 days. 
  13-Mar-2025: I called Metergy because I hadn't received my money or a callback. The agent said that it actually takes 10 days for a transfer of funds to be processed, but since we were at that, she'd escalate to a Supervisor and also put in another ticket for a Supervisor to call me back.
  17-Mar-2025: I replied to the void cheque email that I sent asking when I would receive my money back, and also following up on the Supervisor callback.  
  18-Mar-2025: I received a payment from Metergy to the amount of $397.95 which was what they took via autopay on 27-Feb-2025. 
  21-Mar-2025: Metergy emailed me back apologizing for the inconvenience, advising that the money had been returned, and also that they escalated my account to the Management Team for a Supervisor callback. I also received a confusing automated email that I'd be receiving 4 bills for the period starting 01-Oct-2024, so I checked my online account, and it looks like they credited me for the overcharge from the 17-Dec-2024 bill and are working towards correcting the usage during that period.
  I'll continue to be paying very close attention to the correspondence received, as well as my online account for changes. 
  
  While I'm happy that things are progressing, it was an unnecessarily long and arduous path to this resolution. I'm concerned for other customers because while I'm very persistent, refuse to take no for an answer when there is an obvious solution, and have the means and time to have kept after them, that's not the case for everyone. The overcharge could have easily sent me into overdraft and while luckily it didn't, it caused a lot of financial distress and unnecessary anxiety. 
  
  I am very grateful for the BBB because I didn't know what else to do and I felt a lot of relief to feel heard by someone. Hopefully my complaint helps others, and I think that had I not submitted it, I might still be waiting and following up with Metergy to get my money back. 
  
  Thank you,
  *****

• Initial Complaint

  Date:25/02/2025

  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.

  Metergy solutions has been giving my private account information to someone else not associated with my household as i live alone. They will never respond to my requests and this is a massive breach of my information and has been happening once a year for 3 years now. They change my email to someone elses' without my authorization and have never investigated the issue.

  Business Response

  Date: 19/03/2025

  A member of Metergy Solutions Customer Relations team has contacted the consumer to address their concerns. 

• Initial Complaint

  Date:21/01/2025

  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 moved into my unit on December 1. Less than 2 weeks later, I received a bill for more than what I usually pay for a month's worth of electricity in a month. On Dec 18, the rep said there was an error and it would be corrected and I would receive a correct bill at the end of the billing cycle. On Jan 13, I received a call demanding payment for the incorrect bill. Once I told them to check their notes, he said the ticket was just closed and I would have nothing to worry about. On Jan 15, I received an email demanding payment, you guessed it, for the same incorrect amount. Just called Metergy AGAIN on Jan 16 and was told by the rep that the ticket was still open. I asked her to explain why the previous rep said it was closed. She then said it was closed and corrected. I asked why I am getting harassing calls and emails. She transferred me because she said I needed to speak with customer service. You can't make this stuff up. Add insult to energy, when I log into the account, it tells me that it is unable to show me the bills but it has no problem telling me to click the pay here button. Sorry, but I don't trust you. For additional information, I was forced to pay $50 for moving down the hallway to set up a new account. I live in the same building. The rep tried to sell me why it is needed. They couldn't even set up my new account as I spent 30 minutes on the phone with a rep trying to get them to fix it so I could log in to my account. There are MANY residents in my community going through horrific service with Metergy. The community group is discussing a class action lawsuit to get Metergy to 1) fix its billing practices and 2) address the unfair harassment for their mistakes and 3) address the new account fees when they fail to properly set up a new account (or even move addresses). Think about you. Do you have to close your credit card accounts and get a new one every time you move?

  Business Response

  Date: 22/01/2025

  The customer has filed this complaint with both the Better Business Bureau and Ontario Energy Board. Metergy has already been addressing this matter through the Ontario Energy Board complaint and will be providing the customer with a resolution by January 29, 2025.

  Customer Answer

  Date: 29/01/2025

  
  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:21/01/2025

  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.

  We were advised Metergy that we owed them $190.58 for a bill dating back to April 2023. We are the owners of this property but this utility bill should have been billed to are tenants. We have repeatedly advised them of the fact they have an error in their billing system for that month. They keep contacting us about this payment but have taken to action to fix this billing that was made in error.

  Business Response

  Date: 29/01/2025

  A member of Metergy's Customer Relations Team contacted the customer to address their concerns. The charges related to their tenant's occupancy have been removed from their account.  

  Customer Answer

  Date: 29/01/2025

  
  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:11/12/2024

  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.

  I've lived at the same address as stated above for 5 years with my electricity provided through Metergy Solutions. This year upon resigning my new lease (as of September 1, 2024), we were informed that we will now be required to pay for our water as well. Since this adjustment, we have not received a bill (last bill we received was in August). I've called them 5 times now, spoken with managers and have been told that there is errors in the readings and it's been escalated. On October 30, 2024 I was informed by a manager that our bill should be ready in a couple of days. I then followed up on November 14, and was told they are still waiting to hear the outcome of the escalated issue. It is now December 9, 2024 and we have received nothing for either electricity or water. This is going on 5 months without a bill. The service type for this would be both electric and water.

  Business Response

  Date: 13/01/2025

  A member of Metergy Solutions Customer Relations team has contacted the customer to confirm Metergy is actively addressing their billing concerns. We apologize for the bill delays and are working on a permanent solution.  

  Customer Answer

  Date: 13/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  No one from Metergy Solutions has contacted me. I’ve reached out and have been promised a call back, but with no follow through. I’ve now gotten the property management team involved and I’m still waiting for a bill to be provided. 
  
  Sincerely,
  
  ****** **************

  Business Response

  Date: 29/01/2025

  A member of Metergy's Customer Relations team has contacted the customer to discuss their concerns. The customer has been advised that their account has now been billed up to date and that payment options are available.

  Customer Answer

  Date: 29/01/2025

  
  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:03/12/2024

  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.

  Have not received a bill since June 2024 even tho I am on ebill. Call and email at least twice a month and keep being told I will get a bill in 2 weeks. 5 months later and still no bill and same runaround with no answer or bill. I continue to make estimated payments but fail to understand why a national company can't fix the issue and send a proper bill after 5 months.

  Business Response

  Date: 13/01/2025

  A member of Metergy's Customer Relations team has contacted the consumer to advise their billing concerns have been escalated, and billing will resume shortly. 

  Customer Answer

  Date: 16/01/2025

  Technician was here January 6 and said meter was now transmitting.  Metergy then sends an email saying billing issue should be resolved within 30-60 days.  Just wondering why it will still take another 1-2 months when it is now already over 6 months since I brought the issue to their attention.  I do thank BBB for getting involved as I think this made them finally take action but wondering why one has to resort to this to get action.

  Business Response

  Date: 27/01/2025

  Metergy is committed to ensuring the accuracy and reliability of our billing process. Before issuing any bills, we conduct a thorough review of the collected consumption data to verify its accuracy. This involves cross-referencing the readings and identifying any anomalies or irregularities that may require further investigation. Our goal is to provide customers with precise and transparent billing that reflects their actual energy usage.

• Initial Complaint

  Date:17/10/2024

  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.

  So for the last 2 years and a few months, my roommate and I have been charged for at least 200 dollars every month for water and electricity bill. We thought it’s really high but we had no base to claim so. However, my roommate and I travelled this summer for a couple of months and no one was using the apartment and we were still billed 200+ dollars for electrity and water bill. This really made me realise we have been incorrectly charged for the past 2 years. Specifically for water, as the majority of the bill came from water consumption which was indicated on my meter account. We talked to the building management and they said they checked for possible leaks and there was no problem. So they kind of said it’s not really their problem. I talked to Metergy and they said nothing is wrong with their meter, although I don’t know how they know that considering they sent no one to check in person, so I asked them if they can send a technician over to check and they said it’s gonna take 8 weeks and I have to pay out of my pocket to do that which I found ridiculous. Furthermore, I looked at the chart showing the usage and it looks like we are billed for over significantly more than the building average. Everyday consistently. So I really think there is something wrong, either an undiscovered leak or inaccuracy with the meter. I have escalated the issue with Metergy and they told me they will get back to me next week which was 3-4 weeks ago so I doubt they will actually try to help with this unfortunately. My roommate and I can also easily prove our absence in the country for 2 months( flight tickets and etc) so I really want to resolve this and potentially get our money back. We have been billed astronomically large bill every month. I just started my full time job after university, and this is a great financial and mental stress for me, I really hope you guys can help me with this situation.

  Business Response

  Date: 07/11/2024

  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 review their recent bills and has escalated the issue for further investigation. Metergy has confirmed with the customer that we will be following up with them upon completion of the investigation. 

  Business Response

  Date: 07/11/2024

  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 review their recent bills and has escalated the issue for further investigation. Metergy has confirmed with the customer that we will be following up with them upon completion of the investigation. 

  Customer Answer

  Date: 20/11/2024

  
  Complaint: ********
  
  I am rejecting this response because I have not received any update from them when the representative Waajid told me that I would get an update from the management team on Tuesday November 5th, it has been almost 3 weeks and I still have not received anything. I have called them since then at least 2 times, for which they didn’t have an update. 
  
  Sincerely,
  
  ******** ************

  Business Response

  Date: 03/12/2024

  Metergy's investigation is still ongoing, upon completion Metergy will provide the consumer with the findings and next steps.

  Customer Answer

  Date: 10/12/2024

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

  it is not resolved yet.
  Sincerely,
  
  ******** ************

  Business Response

  Date: 29/01/2025

  Metergy continues to investigate the customer's concerns and have placed their account billing on hold while the investigation is ongoing. The consumer has been advised that an update will follow within 3 business days. 

  Customer Answer

  Date: 11/02/2025

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

  still not resolved
  
  Sincerely,
  
  ******** ************

  Business Response

  Date: 22/02/2025

  Metergy has identified the issue is working to resolve the matter. An update of the progress will be provided to the consumer on February 24, 2025.

  Customer Answer

  Date: 27/02/2025

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

  I still have not received the call I was told I would receive.

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

  Business Response

  Date: 10/03/2025

  Metergy has advised the consumer that they will be contacted to schedule a date for a visit to their unit for further investigation. A date will be provided to the consumer within the week.