ComplaintsforYes Energy Management

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Initial Complaint
06/30/2024
Complaint Type:
Order 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.
Tenants have asked to detail regarding their monthly utility bills generated from Yes Energy Management and still have not got any details such as use, rates, any conservation, explanation of admin fees (who signed that contract). Concerns that they resell local utilities at a profit and can not show conservation of any thing therefore lying to end users. City ordinance indicates no reselling, end consume rights to see usage and rates. Does anyone pay for bill without details. Common sense indicates something is not right with this picture. Your not legally register, either.
Business response
07/01/2024
Hello,
I will need a little more information in order to research your concerns. Can you please provide the name of the property and the property address? Once I have this information, I will look into your concerns.

Thank you,

Customer response
07/08/2024

Complaint: 21923141

I am rejecting this response because:

Case has not been resolved.
Yes Energy Mgmt have contracts for Goldmark Properties in ************
All locations for this property management.

They are not very bright in trying to deflect the issue with City and State.

Sincerely,

*******************
Business response
07/10/2024
We would be happy to provide any billing records in relation to an individual that has received a statement from YES Energy Management. With regards to this specific inquiry, we have not been able to locate ******************* as a tenant in any of the properties contracted in *******, *** We invite her to reach out with more details and encourage her to reach out to our customer service department directly at ******************************. Once we have specifics of the property and unit she resides in, we can better address any concerns regarding her billing.
Initial Complaint
06/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I live at ******************** in *************, ********. Yes Energy manages the water, waste, and trash collection for this complex. After being consistently charged approximately $3-$5 a month for trash collection; suddenly I was charged $16.24. When I saw this amount, I thought there must be some mistake. I contacted Yes Energy (Request #********) this month requesting an adjustment. They responded that they use the RUBS method to decide what to charge everyone. I am retired, single, living in a one bedroom apartment. It is unjust for me to pay what residents in two and three bedroom apartments are paying. There are a lot of residents/families crammed into the larger apartments and they dump a lot of garbarge and refuse. Yes Energy should use a tiered method of charging one, two, and three bedroom apartments. The RUBS method for this complex is entirely unjust for the small number of single residents. Thank you!
Business response
06/24/2024
Hello **********************,
Thank you for making us aware of this issue. I am researching the billing details at your property and will provide you with additional details shortly.
Sincerely,
***************************
Manager, Yardi Energy

Business response
06/26/2024
Hello **********************,

Thanks for your inquiry. We have reviewed your property billing methods for trash, and although it is a RUBS calculation, it is based on a tiered rate that varies by the number of occupants in a unit. Since there is only one occupant in your unit, your have the lowest charge allocation rate for this billing cycle. However, there was a duplicate billing from the trash vendor in the prior billing month that was the source of the charge increase. This duplicate charge has been corrected by the trash vendor and resident credits will be reflected on your next utility billing cycle.
Customer response
06/26/2024

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.

Sincerely,

*********************************
Initial Complaint
05/12/2024
Complaint Type:
Billing 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.
This company will double charge you for utilities bills that's already been paid and refuses to reimburse your money back or credit to your account. Very shady Business practices. IF YOU CAN STAY AWAY FROM ANY RENTAL COMPANY THAT USES YES ENERGY MANAGEMENT!!
Business response
05/15/2024
Hello **********,

Thank you for contacting YES Energy Management regarding your concerns.

YES Energy Management is the third-party billing company for your property management company, per your leasing agreement referencing the utilities addendum section of the lease; we are directed to pass through all vendor invoice charges as they are received for your home. Provider charges are based on metered usage data for your home. YES Energy Managements responsibilities are processing, posting utility charges and ensuring that residents are accurately billed based on the information received.

We believe your concern stems from the previous call; it was stated that you have paid for electric charges directly to the vendor/local provider of service instead of to the property management company and are asking for reimbursement of said charges that now reflect on both the statement and ledger.How you can rectify this would require you to provide the proof of payment that was made to the local provider for the said amounts and reference dates to the property management company. Once this can be confirmed by the property management company,they will be able to update the ledger to reflect the balance accordingly.

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
04/04/2024
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
03/09/2024
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 am getting over-billed for water and wastewater. There is discrepancy between my water meter reading and my water bills data. I have been monitoring my water meter (inside my apartment) daily for months, it shows correct actual usage. The accumulated overcharge more than ****** gallons of water +server, almost $2,000.00 so far. Did not have any leak or water running. Billed ***** gallons of water + server only in December (being in hospital for cancer treatments) One person household.Yes Energy Management and my property management pointing each other for resolution, giving me false information and continue overcharge, disregards the rules. I am renting the same apartment for 10 years. Higher water usage/overbilling started since Yes Energy Management is the "billing company"
Business response
03/14/2024
Hello *******************************,

Thank you for contacting YES Energy Management regarding your concerns. We have reviewed your account and wanted to let you know the meter isn't manually read from in your apt so the face of the meter will differ from the transmitted read reflected by the transmitter shown on the billing statement. The meter collects the usage and then sent to the transmitter connected to the meter which sends the information used for billing. The usage and reads are obtained via Wi-Fi. The reads are consecutive from month to month and the Wi-Fi read is the most accurate measurement of your usage monthly.

When reviewing your usage on the 2/202/2024 statement, it shows there was higher usage recorded starting on 12/9/23 thru 1/21/24 and whatever was causing the higher usage has been corrected. When we see higher usage taking place, it can indicate water running in the unit. This may be from a faulty flapper allowing seepage from the tank to the bowl or a dripping faucet. We have attached the newest statement dated 3/14/2024, and you can see the usage significantly dropped from last month.

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: 21410119

I am rejecting this response because:
Did not answer/explained the discrepancy. Why my water meter reads differently than data of my bills?
Need to be properly investigated, verifying that there is no technical issues (WIFI). This could lead to inaccurate billing.
The discrepancy is over ****** gallons what I over paid. Roundly ****** gallons only in December and January.
I did test my water meter by monitoring consumption. It works fine, it shows accurate usage.
In short, I prefer an investigation to show the cause of discrepancy, correct all the data to be reimbursed and bill the accurate usage.
Your last bill overcharged me 90 gallons water + sewer again in February.

Sincerely,

***************************
Customer response
04/03/2024
Dear ***********************,

I have some concerns about my case.
As I am still getting over-charged by Yes Energy Management I did some research.

- I found that, my property has Aclara technology, AMI network ( ******************************************************* )
for wirelessly read water meters.

- Also found that the transmission unit what should transfer data has damaged cables and may not installed properly

This transmission unit (MTU) is installed above my apartment, in apartment 82. We both have the same unit and the renter in apt 82 is also highly over- charged by the utility company.

- I also contacted Yes Energy Management again by email (attachment) and forwarded to Caraco property Management too as they both access the whole system.

- This technology also has costumer portal (***************************************) for real-time water metrics, alert, where costumers could examine their water usage (leak detection)
Unfortunately, it is not accessible for costumer. (?)

- Probably the system/ AMI network doesn't work, or they don't use it, there is not any water meter reading wirelessly or over-charging renters do cover other expense.

- Why is the property management misleading the newly renters saying that there is no water meter, they divide the water usage per apartment/person? All apartment has water meter. Giving false information:

- Why is each renters charged $0.95 by Yes Energy Management/Yardy for online rent/utility payment on the Caraco Property Management portal?

- Why Yes Energy Management charge a $3.00 administration fee each month to each renter and not sending bills.
Renters have to call for get a bill, just to find out that they have a water meter reading what far higher than their water meter shows and the difference between enough to fill up a pool .

I am asking your advice to resolve these issues. Must be regulations, rules and standards set by authorities.

Sincerely,

***************************
Business response
04/17/2024
Hello Mrs. ***************************** just wanted to let you know that we are looking into your inquiries and will be getting back to you as soon as possible. Thank you for allowing us the time to review everything to ensure we are relaying the correct details. We will have more details for you in the upcoming days.
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
04/21/2024

Complaint: 21410119

I am rejecting this response because:
This is the only response for the past over 3 months I am getting from the company, while their keeping over-charging and never give any answer or resolve the problem
Sincerely,

***************************
Business response
05/01/2024
Hello *************,

Thank you for your patience while we reviewed the meter information and usage taking place.

We had our ************* team review the meter data health and as previously stated we are not finding any issues present in the data reads themselves or the usage collected. The Wi-Fi signal is consistent, and we are receiving good data. We have contacted the leasing office and YES Energy Management and the property manager both agree the next step that can be taken is to look at the meter directly. We have added your unit and the neighbors unit that shares the meter to the next service visit to the property which will take place in June or July. Once we have a more specific date range and time, you will get a notice from the leasing office so you can allow our Field Technician to gain access to the meter. You can be present at this appointment as well.

While we do apologize the length this is taking, we do want to ensure that we are getting to the bottom of your concerns and will keep doing our due diligence to help get this resolved.

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
05/06/2024

Complaint: 21410119

I am rejecting this response because:
Yes Energy Management and the property management should "look at the meter" already in January or February when I complained about the ****** gallon water charge in 2 months period and the bill`s "reading" showing over ****** gallons of water over charge.
The water meter not shared, every apartment has their own water meter. The transmitter has 2 line in/out serving 2 apartment. You should know it.

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

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