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 Management

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

  
• 

  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 LLC

  53 W JACKSON BLVD 11 1125 CHICAGO, IL 60604

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:05/12/2024

  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.

  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

  Date: 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

  Date:04/04/2024

  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.

  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

  Date: 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

  Date:04/02/2024

  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.

  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

  Date: 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

  Date:03/13/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/09/2024

  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/06/2024

  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 "*****************************" 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

  Date: 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

  Date:03/01/2024

  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 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

  Date: 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

  Date:02/23/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/02/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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