ComplaintsforYes Energy Management

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Initial Complaint
04/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
YES provides services for Willow ***** apartments, the issue I have with YES their rates and billing are incorrect. There isnt a single person that lives by themselves in this apartment building, however if a tenant lies on who is in the building living with them, Im billed for those people. For example if there is 1 person on a lease and residence falsify that information were billed the difference. Making my bill 129 dollars. This is extremely unfair and YES is benefitting from those falsifying documents from the residence.
Business response
04/09/2024
Hello *******************,

Thank you for reaching out to YES Energy Management regarding your concerns. We are requesting a bit more information to locate your account. Once that has been provided, we can confirm the billing method as requested.

Please provide us with a copy of your invoice or your resident id and address.

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We have lived in our apartment for almost 1 year now, since June. When we first moved in we expected our water bill to be a little high because they informed us that it was billed by the building and not by the unit, but we were also informed that it would be calculated by how many people are in the unit and how many bedrooms. It is now April of 2024 and our water bill is $165.00! That is absolutely ridiculous! Its only 2 people in our unit and we only have one bedroom and one bath! I have called yes utility in the past to get answer and barely got anywhere!
Business response
04/03/2024
Hello *******************,

Thank you for reaching out to YES Energy Management regarding your concerns.

Reviewing your account, you are billed using the RUBS method 100% based on weighted occupancy. This means you are allocated your portion of the water based on two adults. When looking at other like type units your charges are inline with the same occupancy. Please note that the Master Meter Invoice (MMI) used for the March 2024 did have increased overall usage for the community, therefore this would impact overall allocated amounts. Fluctuations are normal depending on season, time of year and resident behavior. This will vary month to month. Please be aware as the community is coming out of winter billing, more usage is likely to take place in the upcoming months.

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was billed for the apartment I moved out of in February of 2024. They have bill me for 60 days and I am no longer at this apartment complex. I have a bill for March 1, 2024 and April 1, of 2024, at ************************. When I called the leasing office on 3/14/24 ********* at ************************ stated I was no longer on the leased but they continue to send out a bill under my name when I spoke to them on March 3, 2024 to ensure this would not happen. I call E Energy customer service and they always states it is the apartment owner who send out the information to them to bill the residents, when I called on 3/13/24 ********* said it is the company fault that I am being bill she knew nothing of it this has been a constant problem when I did stay their and the company would never correct the billing. I need this resolved immediately.
Business response
03/14/2024
Hello ***********************,
Thank you for reaching out to YES Energy Management regarding your move out concerns. We have reached out to the leasing office to get the needed updates and will be providing you with an additional follow up once this is complete.
Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team

Customer response
03/18/2024

Complaint: 21430860

I am rejecting this response because: ******************* never sent me the new bill showing I owe zero dollars if I do not receive it my intent will be to *** both companies and they have been notified.

Sincerely,

*************************
Business response
04/09/2024
Hello ***********************,

Thank you for your time while we did work with the leasing office to have the move out date updated.

We can confirm the leasing office has updated the move out date for you to reflect 3/01/2024. Please note that the requested letter showing no further obligation must come from the leasing office; YES Energy Management is the third-party billing service provider, and the lease contract is between you and the apartment complex. Therefore, if you have not already received the letter since our initial inquiry on your behalf, we do recommend that you contact the leasing office directly to obtain a copy.

We do hope this helps address your concerns.

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Customer response
04/10/2024

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.
And will pursue with legal actions with the leasing company for failure to respond and continue billing without correction even after 30 day notice given in the
month of February 2024.

Sincerely,

*************************
Initial Complaint
03/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been living at "*****************************" since 2021. The apartments were brought out and switched water companies to YES Energy. We are being charged back charges from January 2023 -September of 2023 HOWEVER, YES Energy did not put in meters until September. We were initially told that we would not be responsible for the water charges per the staff in the front office, but now suddenly we are. When I called YES Energy to get a balance on what I "owe" I was informed that I could not get that information and that I would have to open a case and someone would get back with me in 2-3 business days. I'm just trying to figure out two things. 1, how am I being charged for a period that you all didn't have meters installed and 2, how much is it that is supposedly owed for each month that I am required to pay now? I demand answers and I demand them immediately before this becomes a legal issue!
Business response
03/12/2024
Hello ***********************************,

Thank you for reaching out to YES Energy Management regarding your concerns.

Confirming our original response to you, meters were installed on the hot water side only. The 1st three billings did not include any cold-water charges (Sept-November statements). Charges were then reconciled to reflect what should have been billed for cold water and will be billed back to residents in two parts - the first 1/2 on Jan 2024 statement and the second 1/2 on Feb 2024 statement. Billing setup has been updated so that as of Dec statement water/sewer charges are correct.

Water & Sewer Charges are billed with a Sub Meter Ratio;hot water metered - cold water allocated. Moving forward charges will be for one month as reconciliation is complete.

As far as the information provided by the leasing office, we are not able to speak on their behalf and recommend that you follow up with them on this matter.
Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I recently received a water bill for my apartment unit for 15 days dated for the days of December 15 to December 30. I did not occupy the unit at all. I was physically in **********, so how could I accrue a bill for this much within 15 days in the unit that I did not even use any water or sewer? I have proof I was not in the unit. Please explain this bill to me and who this company is because they are charging me $545 for 15 days of water usage This is not accurate. I cannot contact anyone from the company. I have sent an email and no one has reached back to me. I will not pay this bill i am requesting a breakdown explanation of usage for why it is so high. My rent will not be accepted until I pay this bill, this is an insane amount of water usage. I feel like this is illegal and Im being scammed. It does not look legit. Please look into this business
Business response
03/05/2024
Hello *********************************,

Thank you for reaching out to YES Energy Management regarding your concerns.

After reviewing your account, we show the lease sign and move in day is for 12/15/2023. This would be why the statement received covered the service periods, 12/15/2023-12/29/2023.

Regarding the high water and sewer charges, we reviewed for you the billing method:
Water/Sewer - Sub meter invoice rate This means your usage x the Sub meter invoice rate = your charges.

Secondly, we also reviewed the usage data and saw several days with spiked usage from 12/16/-12/31/2023 and then usage returns to normal levels.The leasing office has already made the needed credit adjustments for the high water/sewer charges to the account.

We hope this email finds you well and addresses your concerns.
Kind regards,
YES Energy Management.
Initial Complaint
02/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Improper billing. I suspect that this company has AGAIN over-billed me for water/sewer use. The bill nearly tripled from the previous month, and I was actually away half of the month, so it should have been less, but definitely not more. I have attempted several times to contact Yes Energy Management, and also my landlord to bring it to their attention and allow them to either correct the bill or provide a suitable explanation. The company will not respond to email or phone calls. I also contacted ******************* who said she would check on it and get back to me. She never did.
Business response
02/27/2024
Hello Ms. ****************** you for reaching out to YES Energy Management regarding your concerns. We have also reached out to the property manager on your behalf as requested.

Regarding your unit, your usage has been consistent and below the average as shown on the chart displayed on the back of the statement. Cost increased from $34.79 to $58.79 on the most recent billing, but that is due to an increase in the bi-monthly Master Meter Invoice (MMI)cost where the utility company billed for 84 days instead of the usual 60 or so days. Every resident at the property saw an increase in their most recent billing due to the 84 days and they will see this again for the 03/24 billing when the other half of the MMI is billed.

However, if you feel you have running or wasted water, we recommend completing the dye test to help visualize a possible needed repair. You can do this by dropping 10 to 15 drops of food coloring in the back portion of the tank. Dont flush and wait for a minimum of 30 mins. The stronger the color the more likely the flapper is not seating correctly causing running wasted water. Depending on the results, you will need to contact maintenance to schedule service.

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Customer response
02/29/2024

Complaint: 21337484

I am rejecting this response because: The business was not straight forward in their response. It appears to be written for the benefit of the BBB and not for me, the customer, as I know the real facts. 1) Every invoice from Yes Energy has been monthly, as was the one with the unjustified increase. Their response claimed billings are bi-monthly. Simply not true. 2) My usage did not increase. In fact, I was away 1/2 of the month. 2) They know as well as I do that there is no water leaks anywhere in my unit. 3) Is it possible that they or the property manager is attempting to overcharge everyone (or some of us) to cover the cost of the frozen pipe in a unit on the 4th floor that likely caused excessive water use during that billing cycle? If so, this should not be paid for by all, or even worse, some tenants they feel like passing it on to. That liability belongs to the property owner/manager for not taking preventive measures against pipes in the building freezing.

Sincerely,

*************************
Business response
02/29/2024
Hello Ms. ****************** see our response attachment to help address the raised concerns as the character limit would not allow for response in this text box.
Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Initial Complaint
02/20/2024
Complaint Type:
Customer Service Issues
Status:
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.
My apartment building has been using this company and I have been getting my utility bill from them for the past 3 and half year and never paid more than $45 dollars a month. since November 2023 my bill has been increasing to the point where now my January 2024 bill was double than the month before and I have not been in my apartment since I travel for work, I was home 14 days out of the 31 days in January and my utility bill was $75.02. I need someone to fix this issue because paying an amount double than the usual when I was barely home its insane. I need someone to do an investigation or I will go legal with this
Business response
02/27/2024
Hello *****,

Thank you for reaching out to YES Energy Management regarding your concerns.

To review this, you can find this information on your lease agreement under the Utilities Addendum section. In review of your account, it shows that you renewed your lease as of 11/2023 and under the utilities addendum the property now recovering on the Common Area Irrigation built into the water charges based on the billing method listed below.

Billed utility / calculation method: Water/Sewer: RUBS based on 50% square footage 50% based off occupancy in the unit.
Trash: $10.00 per unit
Admin Fee: $4.20 per unit

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Customer response
02/27/2024

Complaint: 21320953

I am rejecting this response because: this does not an explanation on why my bill keeps doubling every month I went from paying $35 2 months ago to now $85 and I was out of town most of the time due to work. makes no sense how my bill is less when im actually home than when im not.

Sincerely,

***************************
Business response
02/29/2024
Hello *****,

Thank you for your additional feedback.

Regarding the increase of the cost, it changed when you signed your newest lease agreement. The irrigation charges are now apart of your water expenses that were previously not billed under your prior lease along with the RUBS billing method of 50 % occupancy 50% square footage. You are allocated your portion of the water charges based on this. As you mentioned you may have not been home, but there is still a portion of the cost that will be billed if you are in the unit for 1 day or for 30/31 days of the service period. We do recommend reaching out to the leasing office as this should have been explained to you when you renewed your lease of the change in the recovery of the water & sewer utilities.

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Initial Complaint
02/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Resident ID: ************************************************* number: 1-3054 The water meter for this account shows ****** gallons of water used for a 1 bedroom apartment. It should read ***** gallons of water. The meter is wrong and needs to be calibrated. This has been going on since October of 2022. and "Yes Energy" is not doing anything about it. A technician came out and stated that the decimal point was set wrong in the meter. So that is the problem, but it hasn't been corrected. The meter was replaced in October of 2023, but it looks like the technician just copied the old meter settings (decimal point placement) and put them in the new meter, so the same problem is still happening. *********************** ************
Business response
02/08/2024
Hello ****************,

Thank you for reaching out to YES Energy Management regarding your concerns of high-water usage. We apologize for the delay but wanted to make sure it was all corrected when reaching out.

We have received confirmation that the multiplier issue for the meter has been resolved and moving forward the water will be inline with actual reads taking place on the meter. The unit has received the adjustments to the ledger for the affected water/sewer billing cycles impacted. Adjustments can be confirmed through the leasing office for up-to-date account balance.

We have also rechecked the meter data reporting in now for the upcoming billing cycle and it is transmitting in correctly.

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Customer response
02/12/2024

Complaint: 21239446

I am rejecting this response because:
This answer is too vague and does not make sense. First what is a multiplier issue? I assume you mean the multiplier being used is wrong. The Utility Bill from YES Energy Management shows the multiplier at ****. Is this the multiplier that has an issue or is it a multiplier setting within the meter that is wrong.
YES Energy Management states that moving forward the water will be inline with actual reads taking place on the meter. What does this mean, it doesnt make any sense. YES Energy Management states We have also rechecked the meter data reporting in now for the upcoming billing cycle and it is transmitting in correctly. What does this mean, was there a problem with the meter readings too?
YES Energy Management states The unit has received the adjustments to the ledger for the affected Water/sewer billing cycles impacted. The first complaint to YES Energy Management was put in a year ago. That complaint was closed without YES Energy Management correcting the problem. So is YES Energy Management going back a year and correcting all those water/billing cycles impacted. Can YES Energy Management show some dates instead of being so vague?
A person should be able to read their Utility Bill and see how many gallons per month is used. This issue has caused a lot of distress with Spectra South apartments and for that reason there should be some compensation.
***********************
Business response
02/15/2024
Hello ****************,

Thank you for your questions and hope we can help resolve them.

First what is a multiplier issue? Is this the multiplier that has an issue or is it a multiplier setting within the meter that is wrong.

We are classifying the issue with the usage displaying as a meter multiplier issue. There is not any issue with the actual meter or the usage reporting in. There was a correction made to the conversion so that the decimal place has been moved to convert the usage correctly going forward. The multiplier on the statement of **** is correct. On the next statement you should see that the usage amounts will decrease and display an actual amount of water/ sewer used.

YES EM states The unit has received the adjustments to the ledger for the affected Water/sewer billing cycles impacted.

Correct, the property Manager has already posted all needed corrections to the ledger for each cycle impacted. Thus, intern you will have only paid for the actual water consumed. You can request a copy of the ledger from the leasing office that reflect the mentioned credit adjustments.
Can YES Energy Management show some dates instead of being so vague? A person should be able to read their Utility Bill and see how many gallons per month is used. This issue has caused a lot of distress with Spectra South apartments and for that reason there should be some compensation.
YES EM has been working with Spectra South have the usage, meter and data reviewed and corrected. Again, we apologize that it took so long to discover the root cause of the issue, we do believe that moving forward it should be corrected. The easiest way to see the dates and corrections would be to view the ledger. So, you can see both the credit adjustments and the dates. Compensation has already been issued for in the corrections made to the ledger.
Best regards,
YES Energy Management Team
Initial Complaint
01/19/2024
Complaint Type:
Product Issues
Status:
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.
I cant contact this company my apartment management companyis trying to take me to court for a water bill for this company. They say i owe $578. Then came next day and said $666. I then recieve a bill from this company for $173. I have tried to call them also, sent a email havent heard back from them! I believe someone is trying to put money in there own pockets ( apartment complex)
Business response
01/25/2024
Hello ******************,

Thank you for reaching out to YES Energy Management regarding your concerns.

To clarify we do show that you reached out to YES Energy Management on 1/18/2024 via email and response same day:
Email: *******************
Email received:
Hello, I need full *** due for water and sewer for court purposes. *************************** ************************************* apt 301 ******* ** ***** . I have a recent bill for ******?

Email reply:
According to the latest bill, which I have attached here for you, the balance on January 8th was ******. Since payments are collected by the property management, you would have to contact them or access your resident portal for a more up to date figure. Your portal can be found at *********************************.

Via phone call: 1/22/2024
Name of the caller: ***************************
Description: Called to inquire about the balance on the account
Agent's actions: I provided the amount due on the most recent bill, advised to contact the property to get the actual balance as we do not collect the payments, she asked for the name of the water company and I gave it to her, I offered to send her the copy of the most recent bill, she refused.

Please find a copy of the statement attached here as of 1/8/2024. Please note, YES Energy Management is a third-party utility billing service.Since all monies are collected by and belong to the leasing company; confirmation of any payments that have been applied to your ledger would need to be provided by them. To get the most accurate balance you can login to the portal or confirm with the leasing office.

Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team
Initial Complaint
01/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
When the apartment I live in was purchased by a new management company, my water and sewer bills tripled in price (from the usual $18 to nearly $50-60), and I was told that there was an issue with the meters and that my bill would "true up" after the connection was restored.I continued to be overcharged until the meters were restored, and the charges dropped back down to the $18 range. I was never reimbursed for the extra charges that were not based on actual usage, when in my state (and according to my lease) we are only supposed to be charged for actual usage. I definitely did not use the utilities more than usual during that time period.I first contacted YES back in September and I keep getting told that if I was overcharged that the bill with adjust automatically, but that has not happened and it has been four months since then. I was assigned a case number (#********) and was told the adjustment would take place with my December bill, but that did not happen.I wrote them again today to check on the status of the case, but they only replied with the same thing they've told me all along, that the bill will true up if I was overcharged - but they have never adjusted or reimbursed me for the overcharges a few months ago.
Business response
01/10/2024
Hello *******,
Thank you for reaching out regarding your concerns. Please allow us to review your account and follow up with you once we have more information to help address your concerns. We will be getting back to you soon.
Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement.

Best regards,
YES Energy Management Team

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