Metergy Solutions

Metergy is the contracted service for our condo building. End of April i was in fact sent a 2 week disconnection notice, the sole venue used for these types of notices as per their polices is by mail. They sent it to the wrong address. Portal allows for a mailing address and they used the service address which i do not check often. it is essentially closed for too much junk mail distributed in the area. With no clue there was an issue and as i was current in my payments. On May 13th this year was sent a 2 day notice, by email, I received it at 3pm, missed it but had prepared payment on May 14th in the evening. on May 15th my unit was disconnected about 5 hours before the expiration of the 48 hour notice.The notice says nothing about disconnection and to make contact before 6pm that day, which I did by email. it is typcial to have to wait if you phone, so sent an email about the power and that a payment was sent the day before sent the receipts as well, nothing. Friday. i received and answer to the email from customer service tthat the payment was made on the 14th, and to assist me in setting up the account, this was on Friday at 6pm, so not power for the weekend. the current invoice was not due until the 29the but there was a carried non payment for when they did the same thing last summer, I have tried to talk to them about it, sent my back up, no reponse. I come back to this. I had tried several times to call in, every time there was a long cue and every time took the option for a callback but never got one. Was communicating through email and customer care continuslaly asking about reconnection and informing them that the errors of not following their policies is the reason for the cut off. it was on day 14 that an email sent and a human called back and put me through to credit to schedule a reconnection. First woman hung up on me, more confused than anything as she put me on hold then hung up. She did confirm that the portal was down completely as i was trying to determine the may 29th payment for any balances, 14th, 23rd and 31st. payments were sent, and ended up overpaying the account which they deducted a disconnection fee, because they cut it too early. have already argued the point and was working with OEB, they never ask for back up. The after i set up reconnection, OEB reaches out that it is resolved and the connection is set up, and suggests i apply for financial assistance. So this time they sent me a notice to the wrong documented address, cut off power after a payment was made, and the agent that turned off the meter never came to my door, and i know this as i was workng in my office beside the entry.and dont follow the information on teh 48 hours notice at all, which i did. Throughout the 14 days agents would come back with points listed in policies that justified the disconnection, like the notice was sent but to the wrong address. Their involvement at each stage seemed more about invoicing a charge than helping get reonnected, so for that time basically had no. power, no lights, was charging battery packs constantly etc.. for 14 days. For the disonnection they claim, there was not info on the charge, and a weird amount on my profile, which only started to wokk but payment history was missing and a credit note. Without my knowlecge they just kept the extra funds and put through the first have of the charge. Last June or july same thing happened, they sent me a notice then a 48 hours notice and as i was way disconnected the power. Why this occured is that being self employed, my checks are irregular, so I phone them to tell them about it and i may miss some due dates, and I did. They told me that they noted my account, once verbally and twice in writing yet there were never any notes on the matter. When the became extremely aggressive, 13 texts in one week, I call in to find out there is not notes, even asked to see my file to verify what s on the file. ignored. this incident was so grossly misleading , they caught a time to issue the disconnection ..I was working with OEB, end expected the charge to show up on teh next invoice, but the response OEB was lame and not well investigated, basically receiving Metergy s version and going with that, and both times e i had back up. which they didn't want. I told OEB that my extra check was confiscated, and inquired if they were ending at their resolution or do they continue with the complaint. No answer. Essentially this is a monopoly and they have a contract which they made with the developer and we are stuck with this company until next year, they own the meters as well. so i guess they think they can do what they want. As per their policies, I did not break any of them, while they didnt adhere to them. i might just move.

I echo the sentiments of other posters. This company's customer service is beyond pathetic and they don't seem to have any sense of logic. Unfortunately my condo subscribes to their Submetering disservice and I am left to deal with them. I brought to their attention a week ago that according to their meters my cold water usage jumped from 4,000 liters per month to close to 40,000 liters per month. They first tried to convince me that this was in line with my previous usage and after I didnt budge I was told they would send it to their meters team to validate. After waiting a week and having to follow up I get a call stating that the meter reads are valid and they aren't going to do anything about it. I don't have a leak in my toilets and I live on a 13th floor. Pretty sure that if I had a 1,000 liter a day leak, my neighbors would've had an issue already. Stay away from this company.

Re: a/c#[protected]

Water bill overcharged from june 2023 to August 2023. I’ve contacted [protected]@metergysolutions.com for this issue, but I don’t agree to the result without any detail provided.

I need a clear detail showing the overpaid amount and credit amount.

My roughly calculation is I overpaid approximately $700 in 3 months, but I have no idea how metergy came up with the amount they have.

The most frustrating issue is metergy just replied 2 email from my 6 emails. Are they treating this as a complaint? Or I need to escalate to high level?

Ive provided enough detail to metergy and I’m not going to put them all here again, it takes so much for it. Please check the detail from my email to metergy

I’m so disappointed with metergy service.

Marco Cheung

Metergy solution charged me more than $250 for reconnection and disconnection fee. I received no phone call from them before the disconnection. I did get the email and mail but as I was out of country I missed to open them. It was the first time I encountered something like this. It’s absolutely ridiculous amount. The outstanding hydro bill is lesser than this fees.

I just had my electricity cut off from Metergy Solutions for an overdue balance of $45.00. The overall bill was 150 and was going to be paid on Thursday, August 31, 2023. The reconnection $250. Which is more than my overall bill. I would like to have this amount waived because energy companies should not disconnect for bills under $200.00 in order to demand $500.00

I own a condo unit downtown. A tenant hasn't set up his hydro account, so I told METERGY Solutions to stop my auto payments. They paused a payment, then charged double the next cycle, taking $700 from me. After calls, a supervisor responded, but they won't refund me. My account is with Metergy.

My *** account was being debited by *** without my knowledge and consent as pre-authorized bill payment from Feb.2020-Feb.2021. *** the summary of the Bank statement outlining the debits made to my TFSA by *** from February 26 to date.. These debits were NOT pre-authorized by me as I do not have any billing account with ***. I would appreciate a thorough investigation into this matter and hope all my money will be refunded for the entire period this has been going on. I do not have any contract with ***and would like the issue looked into because many Canadians could be paying other peoples bills without knowing. Thank you for your understanding and prompt response.

We just moved to from Alberta where we had Metergy Solutions Inc for our electricity. We had to sign-up with the same company for our apartment in Ontario as apparently this is the only option we have for our building. Anyways, we moved to our new apartment on July 16 and we did not get any bill till the end of August as the account was not set-up properly. We had to call to correct it and get our bill. They had our phone number but they never called or sent us any letter or anything. So, when we received our bill last week, we saw they charged $50.00 for setup and $16.67 for a deposit installment. When I called the customer service they are like it's our policy we charge every time you create a new account which happens every time you change your address. To me it does not make any sense as I am an existing customer, so there should not be any setup fee. Also, they did not do anything to setup our account, did not call us or did not even sent our bill properly.