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: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.

  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,
  *****alance 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.

• 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.