Complaints

This profile includes complaints for Yes Energy Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Yes Energy Management

  9910 Federal Dr Ste 100 Colorado Springs, CO 80921-3836

  
• 

  Yes Energy LLC

  53 W JACKSON BLVD 11 1125 CHICAGO, IL 60604

• 

  Yes Energy LLC

  53 W JACKSON BLVD 11 1125 CHICAGO, IL 60604

• 

  Yes Energy Management

  500 Colonial Center Pkwy Ste 200 Roswell, GA 30076-8852

  
• 

  Yes Energy Management

  500 Colonial Center Pkwy Ste 200 Roswell, GA 30076-8852

  

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:04/05/2025

  Type:Service or Repair 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.

  So my water and sewer is Yes Management we pay through our rent. Somehow my water and sewer at some point jumped up from 40 or 50 dollars to ******. my mom lives in a 5 bedroom house with 6 people and pays 35. Talk about price gouging or ripping people off. We live in government housing and working to get a home and you can't win because companies are aloud to rip people off without explanation. You cannot talk with a person in face when I called the number on the bill. It was not a valid number. Please check in to this.

  Business Response

  Date: 04/21/2025

  We have verified that there is an issue with the customer service number on your bill.  We are addressing this.  In the meantime, you may reach out to our customer service team via email at *************************************** with any questions you may have. We apologize for any inconvenience.
  

  Our research shows that consumption for November and December was estimated at ***** gallons each month as meter data was not being transmitted.  This estimate was calculated based on 3 months of previous usage in your unit.

  Once that issue was fixed, we were able to obtain actual consumption for November and December.  That usage was trued up in addition to the January consumption which is why your bill for January consumption was higher at ***** gallons.

  February consumption was still slightly higher than previous months at ***** gallons. We contacted your property management team and learned that maintenance did enter your unit on 2/9/25. and replaced a toilet flapper but found no other issues.  This could have been contributing to some of the higher usage.  A work order has been placed to be sure there are no other issues.
  

  March usage came in at ***** gallons and is on the lower end of usage we expect to see in a unit with 3 residents. ***** is trending the same. Each person can use up to ***** gallons per month depending on individual habits, etc.  We suspect the toilet flapper could have contributed to higher usage in previous months. 
  Lastly, we have notified your property manager that you are requesting a credit as they will need to approve and place any credits on your account.

• Initial Complaint

  Date:04/02/2025

  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.

  My partner and I are current tenants in a two bedroom, two bath apartment at ********* Apartments in *******, **. Our lease, signed with the previous management company (********), did not include a utility billing addendum for third-party utility billing or any mention of YES Energy Management. Two months ago, the property management switched to ********* Management, and without any prior notice or addendum, our utilities began being billed by YES Energy, violating WA law and our leasing contract. Since then, our electric bill has jumped to $315. YES claimed we aren't individually metered (false), said billing is based on square footage, and admitted our bill was from December - suggesting we may have been double charge. We also can't access our billing info online through YES.Our trash fees have always been unusually high (around $70/month), with no breakdown. Under Greystar management, I was told it's split "equally" but staff couldn't say how many residents there were and refused to disclose their monthly trash bill. The current staff under ********* Management is trying to help us, but I need answers quickly. While we have stayed current on our rent, I cannot afford to continue paying these inflated and unexplained charges. I have included a screenshot of our bill that my partner received from the office.I'm urgently requesting:-A full breakdown and audit of the utility charges applied to our account.-A copy of the utility billing addendum we should hace recieved at the time of the change.-A refund or adjustment for the excessive charges billed without proper notice or authorization.

  Business Response

  Date: 04/09/2025

  YES Energy Management is a third-party billing provider.   We do not have information on how you were previously billed for your utilities with your prior management company, so we acknowledge it may have been different from what you are seeing on your first invoice from YES.  We have confirmed that you are being charged accurately for these utilities.
  

  Payments are made directly to your property management company via your property management's resident portal and your property manages ledger balances.  There is no YES portal for you to access..
  

  Electric usage for your unit is directly metered by your local provider and charges are calculated for your usage in the unit.  These charges are billed directly to your property and the charges are then passed directly through to you each month. Usage for water, sewer, trash, stormwater and common area electric are not directly metered/measured at the unit level.  The local provider sends property-wide charges for these commodities, and we then calculate charges for your individual unit based on a RUBS method. (Ratio Utility Billing System).  The allocation for water, trash and common area electric are based 100% on occupancy in each unit.  This means that all units with the same number of occupants will receive the same charge. Sewer and stormwater charges are allocated as a per unit fee that is evenly allocated to each unit, regardless of occupancy.   Your first billing is for an extended service period for 40 days, 12/06/2024-01/14/2025, so charges may be higher than you will see in future months.

  If you wish to view the master meter invoice for the entire property, you will need to ask your property manager to provide this information. Lastly, any questions regarding your lease agreement with property will also need to be discussed with your property manager directly.  This would include any concerns with utility addendums if applicable. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23152841
  
  I am rejecting this response because: While you've confirmed that my unit is individually metered for electricity, I was previously told that it was not by YES Energy. Your statement that there is no resident portal and that billing records can only be accessed through the property manager directly contradicts RCW 59.18.063, which grants tenants the right to review the records used to calculate utility charges.

  What exactly is the purpose of YES Energy if tenants can't access billing statements, can't verify charges, and can't get a straight answer answer without being told to chase down the property manager (who, by the way, told us to reach out to your company). 

  You admitted you're using RUBS for other utilities, but somehow there's still no documentation, no breakdown, and no portal to access anything. Just vibes, apparently. So again, I am asking (what I'm legally entitled to under RCW 59.18.063) for a full breakdown of the charges, copies of the records used to calculate them, and an explanation of how a 40-day billing period was magically determined and applied. 

  If YES Energy exists to bill tenants, then you should be able to explain the bill. I'm not paying a mystery amount every month without a clear explanation. Our usage habits haven't changed in the slightest, but coincidentally as soon as your company took over, our electricity bill skyrockets to 5x the price?? That's not a coincidence, that's a red flag for your company. If you continue to ***** accountability, I'll continue escalating this to the Washington Attorney General and other necessary agencies, including my installations JAG office.

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

  Business Response

  Date: 04/21/2025

  [[BBB transcription via email]]

   

  You are correct.  Your electric is not metered by YES Energy.  YES does not read the electric meters, maintain the meters, nor calculate charges. Electric is metered by Avista and charges are passed through directly to you.  We will advise your property manager that you are disputing your electric charge and contact Avista to make sure there are no discrepancies. Your usage appears to be valid and not estimated.

  
  

  While YES does not have a resident portal, your property management company does.  The portal address is www.cityviewapartmentsspokane.com. Through this portal, you can access past statements and pay your lease charges, etc. This portal address is also listed on your resident statement.

  
  

  YES is a third-party billing company that has been contracted to collect vendor statements and allocate charges to residents for your property management company based on predetermined formulas. We do not typically provide a breakdown of your individual charges, as that will vary each month depending on the master vendor charges. The calculation methods used to allocate your charges are disclosed as follows:

  Electric	Direct Pass Through	Unit Directly Metered by Avista - Charges passed through to resident. (YES does not read electric meters or calculate charges.
  Stormwater, Sewer	Per Unit	Provider Bill is split evenly amongst all units including vacant units
  Water, Trash, Common Area Electric	Occupancy	Provider bill is used to calculate a charge per unit based on # Occupants. All units with same occupant count have same charge

  Typically, your property management company is required to provide copies of a master utility invoices per your request.  If you have requested this from your property manager and they have not complied, we will ask for permission to provide these copies to you for this billing.  If you wish to obtain copies of the master utility invoices every month, you will have to make those arrangements with your property manager. 

  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23152841
  
  I am rejecting this response because: the link you provided is simply the rent payment system. It does not show any breakdown of utility charges, usage data, billing formulas, or master invoices. If this is your only method of delivering billing information to residents, then tenants have no way to verify or understand what we're being charged for. Especially when charges have *****d without explanation. If you are simply the middleman that gives the Avista bill to ********* management, then why is there all of a sudden a huge ***** in price?

  If you are unable to share these documents directly, please confirm you've contacted property management to obtain permission to release them.

  At this time, this remains unresolved as we have yet to receive any explanation of charges.

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

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair 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 have been living at this address for over a year now. And I have been paying for another renters utilities for over a year and 3 months. My utilities have been extremely high and I am paying for the apartment downstairs utilities. They have not paid any utilities for over a year and thats not fair to me as a renter. They dont break the charges down for 4 apartments they break it down to 3 apartments and there are 4 apartments in my building.

  Business Response

  Date: 04/04/2025

  Thank you for your inquiry.  
  

  YES is a third party billing company. Your unit is billed on a RUBS billing method (Ratio Utility Billing Service).  Calculations for each unit in your property are based 50% on square footage and 50% on occupancy in each unit.  
  

  The utility vendor invoices used for these calculations are for utility charges for the entire property, not just the units in your building.  All units on the property with the same square footage and number of occupants (780 Square Feet / 2 Occupants) are charged the same as your unit. 

  Even if another unit is occupied and is not paying their utilities for whatever reason, they are still allocated their fair portion of the charges, so you are not being held responsible for those charges.
  Our research shows that you are being billed correctly based on the billing method explained above.

  If you have any further questions, please feel free to contact the customer service number listed on your invoice.

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23136044
  
  I am rejecting this response because: Thats not true. Apartment B in my building has not received a utility bill for over a year now. So its not being billed properly. I asked her if she ever received a bill and she said she hasnt received a bill since she live here and Ive been in this unit for a year and 3 months. So your system is incorrect and she hasnt been billed for her usage of utilities. And I requested a call from the business to discuss this. 

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

  Business Response

  Date: 04/09/2025

  Hello, as previously stated, the utility vendor invoices used for these calculations are for utility charges for the entire property, not just the units in your building.  The charges from your local provider are allocated amongst all occupied units on the property based on square footage and occupancy in each unit.   We have re-confirmed that you are being allocated the same cost as other units with the same square footage and occupancy (780 Square Feet / 2 Occupants).
  
  While all occupied units are allocated these charges, the landlord may be paying utilities for certain units for reasons unknown to us.  If your neighbor says they are not receiving a bill, it may be that the property manager has instructed us not to send a billing statement to that particular unit for whatever reason.  YES cannot disclose or discuss the circumstances or agreements that your landlord has with other tenants on the property. We re-checked the setup and have confirmed that even if another unit is occupied and is not paying their utilities, they are still allocated their fair portion of the charges, and you are not being held responsible for their portion of the charges.
  

  We stand by the research that shows your unit is being allocated correctly. If you are concerned as to why your neighbor is not being sent a utility statement, you or the other tenant would need to make a direct inquiry with your property manager as to why they are not being sent a bill.  

  
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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.

  Our home is leased through FIRST KEY, they use YES ENERGY, our energy bill is outrageous with the pricing they want to charge, our bill keeps getting higher & higher. We have a 3 bedroom home with 2 adults living in the home, no kids/pets. We keep the thermostat at 68 year round, open windows turn off ac/furnace when the weather allows. We don't let the water just run while using it, other than showering, we take less than 10 min showers. I don't understand how our bill keeps going higher & higher. I will be filing another complaint about FIRST KEY, however this is about YES ENERGY.

  Business Response

  Date: 03/24/2025

  Hello and thank you for your inquiry.  

  YES Energy Management is a third-party billing company.  We are directly passing through charges from ********* and ********************** to you.  We do not measure any usage, nor do we calculate charges.  We have attached a copy of the latest bill issue by ********************** and Spire gas.  The amounts on the attached invoices directly match the charges that were passed through on your statement for the service period for 1/23/25 - 2/16/25.

  We did notice that the usage for Electric and Water on the Independence invoice was estimated.  We can contact the utility company on behalf of ******** to inquire as to the reason for the estimate, but any credit to the account would solely be up to the direct Utility provider.  Gas charges appear to be correct and were not estimated.

  If you have any additional inquiries about your bill, please feel free to contact our customer service department at the number indicated on your statement and we are happy to help.  If you feel there are any unaddressed services issues in your home, please contact ******** directly.

  Thank you

   

  Customer Answer

  Date: 03/26/2025

   
  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:03/18/2025

  Type:Customer Service 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 December 2024 my water and sewer bill was $***** January 2025 my water and sewer bill was $***** February 2025 my water and sewer jumped to $80. I then asked our leasing staff why the jump. I was told that our bills are on individual meters and billed by Yes Energy Management and was given a number to customer service of ************. I would have to speak with them.I called and spoke with representative named ****** and she stated and sent an email that said we dont have individual meters and charges are based on total billing divided by the number of occupants in each apartment. I stated my bill must be wrong because there are only 2 people in my house and youre charging me $80 and my neighbor who has 4 people $40. I gave the information to our leasing agent who forwarded the information to corporate (*******************) because that was not what they were told.I was told there was nothing they, leasing agent could do.March my bill was $88 and for April it is $110. I went back to the office and was told there is nothing they can do. I was told to call DeKalb County water, which is incorrrect and the transferred me to the City of *********, which is also incorrect. No where to go with this issue and thats why Im filing a complaint. I want to know how Im billed and to be billed fairly. Seniors cannot afford arbitrary cost.

  Business Response

  Date: 03/30/2025

  Your unit is billed using a RUBS method (Ratio Utility Billing System).  RUBS is the most commonly used billing method when submeters are not present.

  Water/Sewer charges for the property are billed by Dekalb County to your property.  These charges are then allocated to each unit based 100% on occupancy, with your unit billed for two occupants.  Our research shows that your unit has been billed correctly according to the number of residents in your unit and the total charge allocated on the provider invoice.  While we cant speak to other specific residents, we can confirm that units with 1 occupant were charged less than you and units with three occupants or more were charged more than you.

  Charges will vary month to month based on fluctuations in whole property consumption.  Based on the monthly provider billing for property usage, your charges in 2024 varied between $40.16 and $80.32 while 2025 charges have varied between $81.62 and $110.66.  Looking at most recent provider charges, property usage is trending downwards once again.  Our research does show that the vendor does estimate usage in some months, which could be the reason you are seeing fluctuation if the vendor estimate is too high in one month and then send a small bill once they have the actual read and true up any previous usage. We can only speculate as to why the provider is doing this, but it is a rather common occurrence.
  

  If there is a concern with the overall water usage on the property, your property manager would need to reach out to the vendor for a meter check.  Since our calculations are correct, we cannot recommend to your property manager that any credits be issued to you at this time.  If the vendor issues any credits for overall usage, your property manager may elect to pass those on if that occurs. We can pass on your concerns to your property manager, but it will be up to them if they wish to dispute any charges from **************
  

  
  

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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 received a new invoice for utilities usage for the previous month 1/6-2/6 and it was 3x the amount than we have been paying for the last 2.5 years we have rented our place. Our utilities have stayed between $200-$300, sometimes up to $400 on random months. But this past month our bill came back to over $900. Our water and electrical usage has stayed similar in all the time we have been there. How can we use the same amount of water every month, with our gas being the only one that fluctuates the most, but have that be $750 for last month. Last month our gas bill was $263, and the month prior, $248. But then this time last year; it was also around $211 for the month prior and $217 for this same exact time last year. Then all of a sudden it goes up to $750 out of no where when our usage has not changed. We have electrical hvac, only do laundry with cold water, do not do dishes in the sink because we have a dishwasher that heats up the cold water. The number of people living in the house has not changed, my children take no more than 10 minutes in the shower, same for us parents. So something is not adding up here. I want this bill corrected because the previous months, the meter reading was at 9814, then 9921 and now all of a sudden its at 367???? in one month? how? bills linked below for evidence as to how much our bill has been the last year.

  Business Response

  Date: 03/30/2025

  Thank you for your inquiry.  

  YES is a third-party billing provider and charges for your homes usage from the vendor are passed directly through to you.   YES does not measure usage, read your meters or calculate charges.  That said, metered usage for 01/07-02/06/2025 did note significant increase in usage and we shared this concern with ******** Homes and asked they check your home.  
  

  Provider invoices do not note what gas is used for in your home, however, maintenance should be able to confirm this for you at home check.    If ******** maintenance does not find any issue, they would contact provider directly if meter check is warranted.  Based on their findings, ******** Homes will make decisions on any possible adjustments and follow up with you. 

   

  Thank you

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  I am moving out of the *********************** complex. I gave my notice within the required time period. Biltmore, through YES Energy, has billed me for a full month's rent and is even charging me late fees. This is despite the fact I have, in writing, my resignation letter, their acknowledgement of it, and their prorated rent through the email. The charges, the resignation letter, and the money order they made me get for the prorated rent are all in their system.Despite this, YES Energy and their client, ***************, are seeking a full month's rent and are now assessing late fees. I am deeply concerned about having an eviction on my record and my credit report being inaccurately reported. I worry I may have to seek damages if either of those happen.

  Business Response

  Date: 03/30/2025

  Thank you for your inquiry.

  Resident move outs, including final billing and closing of account, are completed at the property level.  YES does not take care of these steps.  Our research shows that  your account is closed and noted as move out date 03/13/2025 which is your lease end date.  The property has posted final charges to your account for 12/13/*******/13/2025.  Typically, residents are responsible for all unit charges through end of lease date and not move out date.  The property does process all resident payments and they would post late fees when applicable.   While we will share your move out concerns with property, we do ask you contact property management to further discuss final account charges.

   

  Thank you,

  Customer Answer

  Date: 03/31/2025

   
  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:02/26/2025

  Type:Product 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 two bedroom, two bathroom apartment two months ago. My water meter readings are wildly inaccurate. Only two people occupy the apartment. Our billing statement claims we used over ****** gallons one month and over ****** the following one. ****** gallons is enough to fill a swimming pool. It is impossible for two people to consume that much water without a flood. We both shower once daily, only use our dishwasher every other day, and use our washer maybe once a week. Our water usage does not match YES's "calculations" by a long shot. I contacted YES multiple times about the issue, via email and phone. The phone call was unproductive. They pinned it on a running toilet, which still does not make sense. Toilets do not produce that much water. Our washing machine occasionally malfunctions, but again, it does not produce that much water. The *** admitted that our usage was 10x the national average. How is that so? There are no active leaks in the apartment. There is clearly an issue with the meter. I requested a meter inspection/evaluation. The email received in response stated that *** is simply a third-party billing company. If you're just billing, where are these ridiculous numbers coming from?I contacted my building. The first month, the offered a small reimbursement. This month, they are shirting my emails and calls. Something needs to be done, starting with an inspection with a detailed findings ***ort.

  Business Response

  Date: 03/11/2025

  Our memos show that you originally reached out to our customer service team on 1/27/25 regarding a high bill.  At this time, we show you acknowledged a toilet issue, and we advised your reach out for maintenance.  You then confirmed that maintenance was contacted, and toilets were fixed on 1/29/25.  
  

  Your February statement is for service dates of 1/1/25 to 1/31/25. Since maintenance issues werent resolved until the very end of this service period, your usage will still be higher. Please note that depending on the size of the issue, a running/leaking toilet can use up to ***** gallons per day, so the high usage you are mentioning is very possible.
  

  The property has posted credits to your ledger for the January statement charges totaling $113.82.   We still show an open case where you are requesting credits for your February statement. Your property has been advised of the request, but any further credits are at property discretion.
  

  We reviewed your reads for 2/1/25 2/28/25 and show your usage is back down to ***** gallons.  It seems that the repair on the toilet has taken care of the issue, and your next bill should be back to normal levels.
  

  Since YES is a third-party billing company, we cannot facilitate any maintenance requests for your unit.  If you feel there is still an issue, you will need to continue to reach out to your property for a check. We have reached out to the property on your behalf as well to advise them of your concerns. 
  

  
  

• Initial Complaint

  Date:02/19/2025

  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.

  Im writing because Im extremely frustrated with the way Ive been billed for energy over the past few years. Ive been overcharged with no clear explanation of how these charges are calculated. My most recent bill shows Im being charged $0.21 per kWh, which is significantly higher than the average $0.15 per kWh in my area. I find this completely unacceptable.I expect a full breakdown of my usage and how these charges have been calculated over the years. I also want my account thoroughly reviewed for billing errors, and if Ive been overcharged, I expect to be reimbursed.Please address this promptly. Let me know if you need anything from me to investigate, but I expect a timely and satisfactory resolution.

  Business Response

  Date: 03/11/2025

  Thank you for reaching out with your concerns. I would like to address the points you raised in your complaint.
  

  YES is a third party billing provider. These charges are pass-through charges, meaning we pass through the exact amount that the provider charges and do not do any independent calculations. We have validated that the address is correct and the charges passed through in the last year are accurate. As these are metered charges from the provider, we pass through the rate based on how the account is set up with FirstKey under the Fixed Energy Charge Plan Tier 3. Unfortunately, we are not able to control the vendor's rates.
  

  For ************* we have attached the usage shown on the invoice, which follows the trends for summer and winter peaks. The service plan is set by the property and is a Fixed Energy Charge Plan Tier 3. Costs range from $400 to over $600 during peak summer months and approximately $200 (past) to $300 (this year) during winter months.
  

  Regarding the City of Phoenix charges for water, sewer, and trash, there was one significant ***** in usage from 3/26 to 4/25, which is attached. Otherwise, water usage has been consistent.
  No calls or cases were noted requesting invoices or reporting high usage. The amount owed is $1,277.74
  

  For reference, we receive many calls from Arizona residents concerning the costs for electricity. Costs up to $600 are not unusual and are based on the trends of hotter temperatures.
  Best regards,
  

  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22964829
  
  I am rejecting this response because:

  Our costs have exceeded the $600 during peak season and we use our AC and other appliances sparingly. Something is not right here. We have been getting ripped off for months if not years. 

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

  Business Response

  Date: 03/24/2025

  Hello,

  Unfortunately, there is no new information we can provide.  As stated in our original response, charges are passed directly through from the utility provider.  We do not measure consumption, nor do we calculate charges.  We have verified that we are passing through the charges as displayed on the provider statements and nothing seems to be out of the ordinary about the charges.

  With that said, we will notify our client that you are disputing the charges from the provider and will contact the provider directly to be sure nothing has been estimated.  If you feel there are any issues in the home itself, please contact the owner directly to request any maintenance checks.

   

  Thank you,

• Initial Complaint

  Date:02/19/2025

  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 being charged $22 per month for trash service in my studio apartment, and I dont believe this charge is accurate or reasonable. My building has 245 units, and if every tenant is charged at least $22 per month, that amounts to a total of $5,390 per month for trash collection. Based on publicly available information, the actual cost of trash service for a building of this size in ************ is likely significantly lower depending on the number of dumpsters and frequency of pickups. This suggests that the building is collecting far more than the actual cost of service, potentially profiting off tenants under the guise of a utility fee. I believe tenants deserve transparency in these charges, and I would like to see a breakdown of the actual costs the building is paying for trash collection.

  Business Response

  Date: 03/11/2025

  Thank you for your inquiry.  Your trash charges are billed back using a RUBS(Ratio Utility Billing System) allocation based on occupancy in your unit. We have reviewed the Republic invoices and all charges are being passed back appropriately.  Like type units have been charged the same monthly charges as you have.

  Your property has multiple bins, services and pick-ups, so charges are likely to look different than what you may have located.

  
  With that said, we have noted a jump in pick-up service and recycling services on the last 2 invoices.  It appears there has been an adjustment to services requested and/or an increase in corresponding rates.
  

  If you would like to view a copy of the **************** bill for your property, you may ask for a copy from your property manager.  
  We hope this satisfies your questions.  If you have any additional questions, please feel free to contact us via the customer service number on your statement or email us at ******************************************************.