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

  null Markham, ON L6G 1B3

  
• 

  Metergy Solutions Inc

  PO Box 4638, Station A Toronto, ON M5W 5C7

  

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:01/11/2023

  Type:Product 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.

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

  Business Response

  Date: 09/11/2023

  A member of Metergy's Customer Care team has contacted the customer and confirmed their refund has been processed and completed. 

• Initial Complaint

  Date:25/10/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this explanation of the fees are satisfactory to me given the source of my issue apparently being  the Ontario Energy Board, as well as a credit to make up for the customer service experience up until this point  

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

  Business Response

  Date: 06/11/2023

  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 address their concerns. 

• Initial Complaint

  Date:03/10/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I see that this Complaint was sent to the wrong Company. It was not supposed to be sent to Metergy Solutions but to the Building Owners @**, which I am currently a Tenant at. They were the ones who have been stating to have switched our utilities rates to a cheaper rater, but have not done so. 
  
  
  
  Sincerely,
  
  
  
  *** *****don’t do laundry often (I let it accumulate), and I mostly take showers at my gym. Also, there is no A/C in my unit to justify for these high charges.
  I have sent numerous e-mails to the Property Manager on this issue for months now, and I get the same response: Stating that the building Owner has switched to a cheaper fixed rate, as Metergy Solutions has a very expensive variable rate. But that has not been the case. Nothing has been done, they are just lies to keep the Tenants from leaving this building. I see many Tenants come and go. I offered a variety of solutions to this issue on my numerous e-mails, such as switching to a cheaper fixed rate, switching to another utility company to a rate that we can all afford, or even including in the rent $50 for water and $50 for electricity, as majority of other rental places offer when Tenants are not given an option to pick an utility company in their own. Nothing was done, and I was told that I can’t break my lease agreement.

  Business Response

  Date: 17/10/2023

  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 address their concerns. Metergy conducted a thorough investigation of the customer's consumption and have provided them with the results. It was also explained to the customer that Metergy is not responsible for setting utility rates and bills according to each customers individual consumption. 

• Initial Complaint

  Date:20/09/2023

  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.

  Metergy send me a notice of overdue payment on 9/19/23. This was my first communication from Metergy - I had never heard of them. I tried calling them at the number in their email, but it was a dead connection. * ** *** **** ** **** ** * ****. **** ******** *** ***** ******  I would appreciate confirmation that this email was a mistake or, alternatively, an explanation of the claimed overdue payment. A payment cannot be overdue if notice of it was never delivered.

  Business Response

  Date: 02/10/2023

  We thank the customer for bringing this matter to our attention. A member of our Customer Relations team has contacted the customer to provide Metergy's contact information, the customer has also been provided with an explanation of their billing and payment due dates. 

• Initial Complaint

  Date:12/09/2023

  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.

  In June, Metergy starting managing the water bills for my apt. building via ********** **********. On average, I was paying between $44 -$50 per month (w/ gov fees) for municipal water but since Metergy took over, the bills have doubled.
  
  Example: My water bill went from $44.51 in May to $84.89 in June. This is for a single person in a 1br apartment in an "energy efficient" building where the resident is never home.
  
  To make matters worse, Metergy customer service does not exist. If you call their number, you will stay on hold for hours and no one will ever answer. If you send an email to their customer service, the only thing you’ll receive is an Artificial Intelligence reply stating they received your email and that’s it. You will never receive a response to your inquiry or complaint.
  
  I've asked ********** ********** to get involved but it hasn't helped.
  1. Is this a legit company? 2. Why is there no customer service? 3. Why has my water bill doubled since they started managing the water bill? I pay less for electricity!
  
  When I looked further into Metergy, it seems they are a ********** Infrastructure portfolio company based out of Canada. ********** ********** should be able to address this matter with Metergy but there has been no resolution as of yet. Any help you can provide would be greatly appreciated.

  Business Response

  Date: 28/09/2023

  A member of our Customer Relations team has contacted the customer to address their concerns. The customer has been provided with a breakdown of their bill charges and explanation of their increased bills. 

• Initial Complaint

  Date:21/08/2023

  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.

  The apartment complex I lived at switched to Metergy for utility billing halfway through my lease. The problems began immediately. Metergy seemingly mismanaged the transition causing bills to be delayed by months. When the first bill finally arrived, the numbers seemed surreal. On a per day basis, the Metergy bill appeared higher by 20% than any bill I had received prior to Metergy. The following two bills alleged my water usage was nearly identical despite me traveling significantly more in one of the billing cycles. I called customer service who immediately stonewalled me and repeated the same few lines from the script. Additionally, Metergy had no record of my moveout and initially said they would not accept my word that I had moved out of my apartment. I asked for further investigation into my bills and was told I would receive a call in 48 hours with a solution. Two weeks later I had not heard anything from them, so I called Metergy again. The customer service agent claimed to have no record of my earlier call or request and stonewalled me once again and was beyond **** and unhelpful.

  Business Response

  Date: 31/08/2023

  We thank the customer for bringing their concerns to our
  attention. A member of our customer relations team has reached out to the customer
  and has provided them with the information needed to understand their account
  which included a detailed breakdown of their bills and charges. We apologize
  for the previous customer service issues they experienced. The customer has
  been provided with contact details for any future follow up. 

• Initial Complaint

  Date:11/08/2023

  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.

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

  Business Response

  Date: 17/08/2023

  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 provide an update. The issue delaying the customers bills has been rectified and the customer has now been billed up to date. 

• Initial Complaint

  Date:11/08/2023

  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 moved into a brand new apartment building in October 2022. (**** *******) I was told I HAD to use Metergy Solutions as my energy provider. I have YET to receive a bill. It has been 10 months and they still give me the same run around. "Minor technical challenges" "We are still onboarding the meters and this has been escalated". I have called several times. I contacted the landlord with no response. Having this financial burden being unknown of how much my bill is going to be is very stressful. There are lots in this building with the same issue. This is unacceptable. I need something done.

  Business Response

  Date: 17/08/2023

  A member of our customer relations team has been in contact with the customer and was able to confirm the technical issues preventing the customer's account from being billed have been resolved. The customers account has now been billed up to date. 

• Initial Complaint

  Date:10/08/2023

  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.

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

  Business Response

  Date: 29/08/2023

  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 provide an update. We have been able to resolve a communication issue that was causing the delayed bills and have provided the customer with their updated bills.