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

  820211 PO Box Philadelphia, PA 19182

• 

  Metergy Solutions

  820211 PO Box Philadelphia, PA 19182

• 

  Metergy Solutions

  820211 PO Box Philadelphia, PA 19182

• 

  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:04/10/2024

  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.

  I am a renter and my property management company uses Metergy Solutions. I did not receive monthly billing for approximately 6 months this year (I received a bill in January/February and then not again until the end of August). I contacted Metergy several times about this and was told that there were problems with the meter readings. Metergy also indicated to me that I would eventually receive one bill accounting for that time when the issues preventing the meters from being read were addressed. This alone was ridiculous. It is not acceptable to go for over half a year without providing proper meter readings and then send one lump sum bill expecting customers to pay a bill totaling more than $1000 due to a business' inability to manage equipment properly. When I received the outstanding billing at the end of August I contacted Metergy as I was informed (by both Metergy and my property management company) that everyone impacted by this situation would be able to create payment plans with Metegy that would be free of interest and late fees. Consequently, I paid the most recent bill in full (in mid-September) and arranged for a payment plan to pay down the previous six months of back bills, with an agent over the phone. This payment plan is set to begin mid-October where I will pay an additional sum along with my monthly bill. However, since that time, Metergy has taken to harassing me (and my neighbours) over the outstanding balances. In the last 8 days I have received 3 phone calls, 3 text messages, and 3 letters (the last of which is a disconnection notice for a supposed outstanding balance). I did speak to an agent over the phone and when I indicated I have a payment arrangement in place he did confirm that, but continued to try to pressure me to pay the bill in full. Since that conversation I have continued to receive phone calls, texts, and letters. This is completely unacceptable! My property management company is aware of the situation but has not stepped in.

  Business Response

  Date: 28/10/2024

  Metergy is no longer the billing provider for the customer's property and as such will not be taking any actions towards disconnecting the unit, and the agreed upon payment arrangement will be honored. 

  Customer Answer

  Date: 28/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: in my recent communication with the company, the customer service agent informed me that they could stop the harassing phone calls, texts, etc., for the month of October, but they may continue after that and I would have to call every month to ask for it to be stopped. This is unreasonable.
  
  Sincerely,
  
  ******* ** *****

  Business Response

  Date: 11/11/2024

  Metergy has placed a hold on the consumer's account to stop the calls and texts as requested for an additional month, however it is important to note that the calls are automated and based on the account balance. 

  Business Response

  Date: 19/11/2024

  A member of Metergy's Customer Relations team has advised the consumer that the agreed upon payment arrangement remains in place and the email received does not override it. 

• Initial Complaint

  Date:11/03/2024

  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.

  In November 2023 I contacted the company for my bill and was told that there was or is an issue with the replacement and/or service of my meter which is one of 50 in my building. I received an email once a month apologizing for the inconvenience caused and that there will be no late fees and time to pay the bill. The bill finally came a week ago in the amount of $265.88!! On average I spend 50/month except in the summer with window units at a cost between 80-90 per month. I had paid all bills that were summer related so asked how they came up with this number especially if they weee unable to get the readings for over 4 months. No answer for this so I asked for a manager to contact me and three days later I have not received a call. I explained that I am on LTD so half the income due to irreversible damage to my lungs from Coronavirus so cannot pay the bill in full. I also stated that this was their fault and we should not have to pay four months of bills especially with no proof of how? Today after paying the above amount over a week ago I received a letter /NOTICE to pay 204.24 to avoid disconnection proceedings! So again I called and was told the bill is actually 244.30 because a new bill was just processed when I only got the last one a few weeks ago and that there are late fee charges on all my previous not received bills! So not only are their apologies for inconvenience worth nothing but now I feel worth nothing because of the harassment, lack of a return call from a manager or any attempt to waive some of this expense that was not my fault!

  Business Response

  Date: 22/03/2024

  A member of Metergy's Customer Relations team contacted the customer and explained in detail their invoices and confirmed the delay was due to a meter exchange. The customer has been provided with a payment arrangement and a bill credit has been provided as well. 

• Initial Complaint

  Date:01/03/2024

  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.

  From August 2 to Feb. 5, Metergy Solutions has been charging me for the energy and utility usage in the WRONG unit at ** ****** ******. I live in unit ***** but Metergy has been charging me for the usage in unit ***. I have no idea what my REAL usage has been compared to what I paid. I have requested a call from Metergy management three weeks ago but have not heard anything. I received an email today from Metergy stating that they have set up a new account for me and are charging me set up fees again. I expect to see a spreadsheet of what I paid versus what I actually used and I expect to be compensated for this error. My account number at Metergy is **********. They are trying to set me up with a new account #**********

  Business Response

  Date: 22/03/2024

  A member of Metergy's management team has contacted the customer and explained all charges. All of the customers payments previously made have been transferred to the correct account. The customer is also being provided with a breakdown of the usage and charges as requested. Additionally a goodwill bill credit was also applied to the customer's account. 

  Customer Answer

  Date: 25/03/2024

  
  Complaint: ********
  
  I am rejecting this response because I was never sent the spreadsheet (THAT THE MANAGER "JENAN" ASSURED ME WOULD BE SENT TO ME). This spreadsheet should outline what I was ACTUALLY charged for unit *** and was I SHOULD have been charged for unit *****.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 08/04/2024

  A member of Metergy's Customer Relations team has contacted the customer to provide them with the requested information.

  Customer Answer

  Date: 08/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. After another call (that I initiated) Metergy finally sent me the information I requested. I would appreciate it if the BBB could flag this company for sloppy administrative practices, poor, unresponsive, and unhelpful customer service. 
  
  Thank you,
  
  ******** ******

• Initial Complaint

  Date:30/01/2024

  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 reside in a 17'-0" wide x 22'-0" long bachelor apartment, approximately, 374 Square Feet. The company is billing me on an average of $150.00 / month. Here is what they have to say.................. Currently, your account has been placed on hold due to ongoing communication issues with the meter, which are preventing accurate reads from being transmitted to our office for billing purposes. As a result, we’ve had to resort to employing estimated reads. It’s important to clarify that the communication issue does not affect the accuracy of the reads but only our ability to receive them from the meter. If resolving this requires a visit, please be assured that there will be no cost to you. I find this to be in complete contradiction.....I have been trying to resolve this for over a year to no avail. They don't want to use common sense here. I cancelled January 29th, 2024 payment and have informed them that I will continue to do such until this matter is resolved.....Here is what they had to say. When estimations are utilized, they are based on your actual consumption from the previous bill. The consumption for your unit, prior to Metergy’s use of estimated reads, was verified as valid with no issues found in the billed consumption. Upon the resolution of the communication issue all previously estimated consumption will be adjusted, and you will be billed for the actual consumption during that period. They will not budge..........I am currently seeking legal advice also, but I am unsure if I will be able to afford it. Please advise Thank you so very much for both your time and patience in this matter.. Happy New year to all of you and your loved ones Respectfully...........**** ********* ( ******** ***** ***** )

  Business Response

  Date: 22/02/2024

  Metergy has resolved the meter communication issue and has issued the consumer revised bills for the duration of time that estimated reads were employed. All necessary adjustments have been made to the consumer's account. 

  Customer Answer

  Date: 22/02/2024

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

  The company has given me a credit of $249.93 for 4 months of overpaying. Although I appreciate this, this does not make up for the other 4-6 months.

  I also asked Samantha W. ( Customer Relations Specialist ) How they would re-imburse me for the distress and time that this has costed me to bring their problem to their attention and the countless hours I have spent talking to their Customer Support people?

  I have also asked them to reduce my billing to what it should be, and since they have made more or less an adjustment with a mean average of around $55.00, I am expecting that all of future billing will be around $100.00 instead of $150.00 give or take.

  Until they can answer the above questions, I would like to keep this open for discusssion.

  Thank you in advance

  Sincerely,
  

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

  Business Response

  Date: 22/03/2024

  Metergy has responded to the customers questions in detail and have extended an additional credit to the customer to compensate for the inconvenience caused. 

• Initial Complaint

  Date:17/01/2024

  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.

  The apartment complex switch to Metergy for sub-metering billing, problems began immediately. Metergy mismanaged the transition which caused bills to be delayed. My first payment I paid for my electric billing was went ok via my banK and applied to my Metergy account. The second bill/invoice I received via email on 12/29 and was quickly via my bank to process on 1/2/2024. It took one business day for the transaction to complete per my bank. I been on the phone with Metergy's customer service every other day since it still as of 1/12/24 has not been reflected on my account with them. I was told on the 10th that it had been received and would be reflected by the end of the week. Totally not true since it still not reflected on the 1/13 and i called on the 12th and got the run around, I requested to speak with a supervisor and was kept on hold for a few minutes then was told no one was available. I asked to speak with someone in Finance and was told no. If my payment is not applied to my account by the January 17 the next step will be to the Attorney General of NYS, and a class action since there are other tenants with the same problem to look into this company.

  Business Response

  Date: 29/01/2024

  A member of Metergy's Customer Relations team contacted the consumer to discuss their concerns and confirm their payment has been received and applied to their account. 

  Customer Answer

  Date: 29/01/2024

  
  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.  However did not receive a satisfactory answer to where my payment went and what took it so long.   It looks like this month will be the same thing.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:16/01/2024

  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.

  Metergy Metering Solutions claims to be a a metering solutions company. I have not received a bill from said company for 1 full year. Despite many many attempts to have them address the problem they continually simply tell me that there is an issue with the meter and they will resolve it within 2-3 months. Well, 12 months has past an nothing. I advised them some time ago that this is a tenanted unit and my tenant pays the utilities. Without a bill I can not ask my tenant to pay the bill. I can not ask him to give money for when the bill finally comes. Now my tenant is moving out and owes 1 years worth of utilities to this horrendous company. I have tried to explain the complexity of this situation and how it will be extremely difficult to collect 12-14 months worth of utility payments from someone who no longer lives there and is under no obligation to provide me with their future contact information. In my view, this should not be up to me to collect the money and Metergy (if they want their money, they don't seem very concerned) should be forced to collect any amounts that are past due. I have tried my best to get this company to do what they are supposed to but to no avail. They seem completely disinterested in resolving this matter. That is fine with me so long as they don't expect me to eventually pay these bills (which surely they will at some point). I want to express how absolutely horrible this company has been. I have had a few other dealings with them and they are beyond incompetent. In addition, this is a monopoly and I don't understand how they are allowed to operate as such. In any other business model, I would take my business elsewhere. In this case, I have no choice but to continue to deal with them.

  Business Response

  Date: 29/01/2024

  We thank the customer for bringing this matter to our attention, the bill delays the customer had been experiencing have been resolved and a member of our Customer Relations team has contacted the customer to schedule a time to discuss their concerns in further detail. 

  Customer Answer

  Date: 30/01/2024

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

  They have offered nothing more than an apology for the inconvenience. When companies don't deliver on the service they have promised to their customers the right thing to do is to compensate monetarily. Any company with any amount of integrity would do so. Instead, this company fabricates lies about why they weren't able to provide me with a bill. They claim that the internet provider (****** or ****...they don't even know) was having problems with their lines. For 13 months. That is complete and utter nonsense. And even if it were true, they claimed many times that they were going to send a tech to get a reading from the meter itself. Why didn't they do it? 

  In addition to the above fabrication, they also claim that they can't provide a refund because the condo corporation pays the bills in bulk and then Metergy pays the condo corporation back when the customers pay metergy. This, again, is 100% a total and complete fabrication. This is not how things work. 

  In addition, they took the opportunity to advise me that I have the privilege of being able to pay these bills off in installments. But, the installments can only be divided into 10 month installments, even though there are 13 missed bills from them. Plus they have the nerve to tell me that this arrangement can only happen once every two years!!!  Again, this is their mistake, not mine. This is their delinquency, not mine. Yet they put all of these restrictions on their apparent resolution?

  Again, my biggest complaint about this company is how they operate in general. They operate as a monopoly. They operate without impunity. They do whatever they want and their customers just have to accept it all. I did not sign up for their service, nor do I want their service. I can not for the life of me think of any other instance in any other industry where this happens in Canada. We have competition laws in Canada. Why are they allowed to operate outside of these laws?

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

  Business Response

  Date: 22/02/2024

  A member of our customer relations team has reached out to the customer to explain the contract between their building and Metergy Solutions. The customer was also advised that Metergy follows the regulations as laid out by the Ontario Energy Board. As a goodwill gesture the customer has been provided with a bill credit for the inconvenience. 

• Initial Complaint

  Date:02/01/2024

  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.

  We have received an extraordinarily high electricity bill for the month of September from Metergy Solutions on 2023 Oct 27th. It showed that 3 people used 3000 kWh of electricity in one day in a 3 bedroom apartment. Given that nothing unusual in our daily activities happened on that day to explain such high energy consumption, we filed a ticket on Oct 31st. We were told that a ticket usually takes 4-5 weeks to be resolved, so we expected our concerns to be addressed before the day of the payment. However, it has been 8 weeks and our ticket remains unresolved despite us contacting Metergy Solutions numerous times over this timespan, asking to investigate the issue. Metergy Solutions have also been uncooperative and refused to allow special government agencies (in this case - Measurement Canada) in investigating whether or not there is an issue with the electricity meter. Further, they have refused to delay the date of payment while the ticket is still being investigated or accept a payment equal to our usual electricity bill while the investigation is ongoing and have pushed for the payment to be made on multiple instances.

  Business Response

  Date: 16/01/2024

  A member of our Customer Relations Team has contacted the consumer to apologize for the time it has taken to resolve his initial complaint from October 31, 2023. The customer has been advised that their ticket has been prioritized and an update will be provided to them within 2 business days. The customer has been informed that Measurement Canada certifies Metergy's electricity meters for accuracy and is open to cooperate with an investigation from them. The customer has been advised they will need to contact Measurement Canada to initiate the investigation. The customer has also been advised that they may setup a payment arrangement convenient for themselves. 

  Customer Answer

  Date: 24/01/2024

  
  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:27/11/2023

  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.

  I sent an e-mail weeks ago, asking whether Metergy Solutions was going to provide a receipt, or updated invoice, of the last US Postal Service money order I sent to *********** ***** ****** because I do not have an invoice that shows the payment. However, the Postal Service said it was cashed on October 4, 2023, the same day it was received via Certified Mail. Metergy Solutions Customer Service department told me to provide proof the money order was cashed. How do I provide the proof? I do not have a mailing address to provide the proof. I have a copy of the **** document showing when the money order was delivered via Certified Mail. Is there a dispute form I should use? What is the dispute process? Is Metergy under the jurisdiction of the New York state agency that manages rent-stabilized apartments/buildings or the Better Business Bureau? It costs $17 to obtain proof the money order was cashed. I asked Metergy, via e-mail weeks ago, whether I would be reimbursed. I did not receive a response. Additionally, I would like to know my rights, as well as receive a document that proves my account with *********** ***** ****** was transferred to Metergy Solutions. Is Metergy charging me for electricity, gas or both sources of energy?

  Business Response

  Date: 11/12/2023

  A member of Metergy's Customer Service team has contacted the customer to address their concerns. The customer has been provided with confirmation of their payment and a copy of the HEFPA notification of rights. 

  Customer Answer

  Date: 20/12/2023

  
  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,
  
  ******** ***********

• Initial Complaint

  Date:15/11/2023

  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 originally moved in on October 2019 and opened my account (originally with ********) at 1******* *** ***** ****** ***** ******** ** and the account transitioned seamlessly to Metergy Solutions (under Account **********, Meter #***********). I was set up for Pre-Authorized Payments and receiving bills. I have not moved. The last bill I received from Metergy was on 2021-12-14 and the the last automatic withdrawal from my account was drawn on 22-01-07 under Utility Bill Pmt ********. My usage is being tracked online, but the billing department stopped billing and charging me (it became no longer customer facing). I contacted Customer Care on 2023-08-28 and was told it it would take 30-60 days for the to resolve meter not being transmitted (maintenance) and to deposit $1000 into the account in the interim until the billing department catches up. It did not catch up so on 2023-10-26 it was raised to a supervisor under Ticket #***** and I would be contacted by a supervisor to respond to me for resolution in 1 week. I was never contacted so I contacted Customer Care again 2023-11-06 and 2023-11-14 where it kept being re-escalated over and over (within their department and to the billing department). They advised me customers do not have access to the billing department to take the account off hold. No date will be given for a resolution. I have contacted Customer Care a total 5 times already to resolve and catch up with the bills on the account. My account online only shows the $1,000 I deposited in August. Frustrating beyond belief.

  Business Response

  Date: 24/11/2023

  A member of our customer relations team has reached out to the customer and explained we are having communication issues with the meter and are prioritizing a fix. We apologize for the bill delays and are working on a permanent resolution to the communication issue. The customer has been provided the customer relations contact information for any follow up.

• Initial Complaint

  Date:14/11/2023

  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.

  I moved into my apartment in Toronto in July 2022, at this time nobody told me I needed to sign up an account with Metergy. In August 2023 I arrived back home to find out my power had been shut off with a notice from Metergy on the door. I never received a single piece of mail, email, or phone call warning me this would happen. After getting my power back on, Metergy claims I owe them $248.60 for a disconnection and reconnection charge. When I ask them to provide evidence that they sent me notice prior to disconnection they only reply telling me the disconnection was valid. I would like the disconnection and reconnection fees waived as the company provided zero notice prior to disconnection which is legally required in Ontario.

  Business Response

  Date: 24/11/2023

  A member of our Customer Relations team has contacted the customer to explain in detail the validity of the disconnection and confirm Metergy adhered to the electricity rules as required. A goodwill credit for the inconvenience has been applied to the customer's account. The customer has also been advised to speak with their property manager for any further compensation they are seeking. 

  Customer Answer

  Date: 24/11/2023

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

  I was never contacted prior to my disconnection as is required under Ontario law. The metergy representative told me that mail was sent to the person who lived in my apartment before me and that makes it ok to disconnect my power with no notice and then charge me $250 to turn it back on.

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

  Business Response

  Date: 15/12/2023

  A member of Metergy's Customer Relations team has contacted the customer and have waived the associated costs for the disconnection of their unit. This matter has been resolved with the customer. 

  Customer Answer

  Date: 15/12/2023

  
  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,
  
  ***** ******