ComplaintsforYes Energy Management

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Initial Complaint
05/17/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since I moved into my new apartment at the end of January 2022, the water usage billed to me each month has been excessively incorrect. At my previous apartment which also monitored exact water usage, I used anywhere from 1200 - 1400 gallons per month on average. Changing nothing about my water usage habits in my new apartment, my monthly gallons of usage on my water **** were as follows: ****, ****, ****, and my last **** which was a whopping **** gallons. These are impossible numbers for one person to use in a 1-bedroom apartment.My apartment maintenance team has checked for leaks and found nothing, and has checked the water meter and confirmed normal operation. The issue according to my apartment management is the usage being reported by Yes Energy Management. Yes Energy Management claims it's an issue with the apartment's meter. My apartment has been waiving my water bills because they are so incorrect. Yes Energy Management needs to resolve this immediately and stop making up water usage numbers.
Business response
05/24/2022
Hi ****,

Thank you for reaching out regarding your water billing concerns.We wanted to let you know that we have reached out to the leasing office and are working on getting a service visit scheduled to get this matter resolved as promptly as possible. As soon as those details are set the leasing office will notify you of the date and time for the visit. At that time, they will perform testing and service/repair/replace the meter depending on the findings.

As for any additional credit or refunds, you will need to speak with the leasing office as all monies for the water belong to them and they make the decisions on what adjustments can be approved.

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

Best regards,
Yes Energy Management Team
Customer response
05/27/2022

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 contingent upon YES Energy Management resolving the issue with my water meter and performing quality management going forward to ensure bogus water usage amounts are not sent to customers.

Sincerely,

*******************
Initial Complaint
04/20/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've been charged for water and sewer charges in excess of ****** gallons every month for the last year. I had always thought this was insanely high but their customer service assured me that the meter is working and it is what it is. However I was away from home for 3 weeks in February and my supposed usage was still ****** gallons for the month. They are literally just making numbers up and charging me $200-300 a month.
Business response
04/27/2022
Hi Addison,

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

So looking at your most current statement dated 4/20/2022 covering the 2/1/2022-2/28/2022 service dates it indicates your unit used 1.63 100gal of water. The usage recorded from the meter on 2/1/2022 was ********* and the end read on 2/28/2022 was *********. Not that you used ****** to ****** in usage.

As you can see in the graph below it shows you what use each month in 100gal and you are pretty consistent with month over month. It doesnt appear that there are any high usage taking place.

*inserted image of graph on back of statement*

However if you do feel that your unit is using more water than excepted you can so preform the dye test and drop ***** drops of food coloring in the back portion of the toilet tank and dont flush for at least an hour. If the color appears in the bowl before you flush, then there is wasted water usage taking place. You would just need to have maintenance replace the flapper.

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
04/28/2022

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,

Addison House
Initial Complaint
04/05/2022
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 made numerous attempts to resolve our electricity billing issue with Yes Utility Management through *****************. We have already done this and had to pay $220.00 for some one from ***************** to come out. I was told we are not even grounded. The individual from ***************** also stated that there is something seriously wrong and that our electric **** should not be as high as it is. He included in his report that there was a serious problem and that we are not grounded.Since December 2021 to date our electric **** has increased from $400 a month to $793.00. In speaking with Yes Utility Management today, they stated they are aware there was very low usage for several weeks. The Yes Utility Management representative was exceedingly rude. He stated we needed to call *****************. We've already done this to no avail.We have a child in the home and the fact that our meter is not grounded is a very serious and dangerous situation.This needs to addressed immediately and I am also asking for an investigation in to Yes Utility Management and a refund of $220.00 for having to pay someone to come out and fix an error that they obviously knew about long before we moved in to this house.
Business response
04/13/2022
Thank you for reaching out to YES Energy Management regarding your concerns.

We will be reaching out to the **************** leasing office, reviewing the data and will follow up with more information once the research has been completed. Thank you for your patience while this is under review.

Should you have any further questions or concerns, contact YES Energy Management at the phone number listed on your statement.

Best regards,
Yes Energy Management Team
Initial Complaint
03/31/2022
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.
I received my latest billing statement on 3/23/2022 with 2 extra charges on my ****. When I went to inquire about these extra charges, they told me that I owed this money from November which they are just now charging me. They also added 3 months worth of water charges (November - February) stating that they are owed this money. These charges are extremely high and don't seem to align with any past charges that i have received since living here. I called to ask them to provide a breakdown of usage and charges since it appears that they just made up a number. I've opened a case and I've called everyday since. They have not responded. I have started a new lease in Februrary and I am not sure how or why they are charging me these fees when my new lease started February. When i asked about the charges since both say "debit for water" (whatever that means) - they told me one is a water **** charge and the other is a sewer charge. But they both say the same thing on the ****. Since i received the **** on 3/23/2022 and i'm expected to pay **** 4/1/2022 - this is an extreme hardship. they have added over $300 in extra charges and cannot explain or provide usage and billing to justify charges. Also, I was trying to get this resolved before the due date and it seems that they are stalling to not answer in order to force me to pay for made up charges.
Business response
04/07/2022
Thank you for reaching out to YES Energy Management regarding your concerns on the current months statement.

We will be reaching out to the leasing office, reviewing the data and will follow up with more information once the research has been completed.Thank you for your patience while this is under review.

Should you have any further questions or concerns, contact YES Energy Management at the phone number listed on your statement.

Best regards,
Yes Energy Management Team
Customer response
04/08/2022

Complaint: 16967526

I am rejecting this response because the response did not address my concerns. It appears that they uploaded the same document I uploaded in my complaint.

Sincerely,

***************************
Initial Complaint
03/21/2022
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 called 3/15/21 and have been calling for days about a gas leak, it is now 3/18/21. They are refusing to come out and fix it. I have 2 babies and we have no where else to go. This is ridiculous, they keep telling me its not their authority. As well as them not willing to pay expenses for a hotel room for the time being as it is very dangerous and they arent taking it seriously. My gas **** is usually $20 and it is $180 because of the leak and theyre refusing to reimburse/credit me as well.
Business response
03/24/2022

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

We want to let you know we have reached out to the property manager on your behalf and they should be contacting you to determine what action steps need to be taken next.

Please note that YES Energy Management is not your local provider and if you feel there is an emergency you should reach out to your local gas provider so that they can come inspect your home.

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

Best regards,
Yes Energy Management Team
Initial Complaint
03/15/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've been getting extremely high water/sewage bills for the past four months. I went from paying about $30 to $200-300. No one can offer an explanation as to why my bills come in saying my husband and I supposedly use 300 gallons of water a month. Maintenance has confirmed there are no leaks and the water meter appears to be working correctly. All they do is adjust my **** when I complain each month, but they still charge me well above what I used to pay, about $100. I'd like a detailed explanation of how they're figuring out what to charge me and a refund for what I've overpaid these past few months.
Business response
03/16/2022

Thank you for reaching out to YES Energy Management regarding your high usage concerns. We are reaching out to your leasing office to determine the next steps are to review and what maintenance may need to take place.

While it has been explained that during November 2021 the property removed all capped consumption that caused the usage to report the same each at **** gal of water each month. During that timeframe your unit consistently used more than but the cap prevented additional usage and cost. Now that your unit is being billed for the consumption of water you are seeing an increase of cost as well. Please note that each month we work with the leasing office regarding the credit adjustments.

Once we have a more complete response on what actions will be taken we will update this with you. Should you have any further questions or concerns, you may contact YES Energy Management at the phone number listed on your statement.

Best regards,
Yes Energy Management Team
Customer response
03/16/2022

Complaint: 16892676

I am rejecting this response because:
This is the canned response I've gotten for months. When is someone going to check to see if my water meter is working correctly?

Sincerely,

*********************
Business response
03/23/2022
Hello and thank you for your patience while we look into your concern.

We have reached out to the property manager requesting for a service visit for your unit. The proposed service dates are to take place on April 11th and April 12th 2022. At that time the service technician will review your meter, complete a flow test and determine if there are any discrepancies vs what it is capturing as usage currently. Please follow up with the leasing office to schedule a time with the service technician.

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

Best regards,
Yes Energy Management Team
Customer response
03/24/2022

Complaint: 16892676

I am rejecting this response because:
While I'm okay with someone from Yes Energy coming to inspect my water meter, given the large amount of complaints online about Yes Energy, I'd like someone unaffiliated with them to verify that the meter is working correctly.

Sincerely,

*********************
Customer response
03/28/2022
Hello,

My name is ********************* and I recently filed a complaint against Yes Energy. In their latest response, they said I need to contact my leasing office to set up a time for an inspection. I called my leasing office to do so, but was told by the manager that they won't do anything until Yes Energy contacts them. She was adamant that she would not set up the appointment even though I had the timeframe from Yes Energy. I just wanted to pass the update along so that Yes Energy knows I did as told, but it seems they need to be the ones to do so.

Best,

*********************
Business response
04/05/2022
Hi ******,
We wanted to reach out again to let you know that YES Energy Management is communicating to your property manager about your concerns and we sent the original request to them back on 3/25/2022 to schedule your date after Boca Vista confirmed service to the property. We did send a follow up email so you can see the details below on your behalf to help expedite the scheduling from Boca Vista to your unit during the service visit taking place at the property on 4/11/2022 and 4/12/2022.

Email sent to property manager:
********************* would like to schedule a specific time for her meter visit. Once you determine what time works best for your team and resident please let me know so we can communicate to our technician.

4-12-2022 Earliest appointment 9 AM and the latest would be 4:30PM EST.
Please let me know what time works best for you and *********************.

Maintenance Supervisor or Property Manager will need to also be available to go with the Tech.

In the meantime our response will include that we have asked for Boca Vista Team to assist in scheduling a time to have our Tech and Boca Vistas Maintenance Supervisor or Property Manager,inspect the meter in unit T102 on 4-12-2022 sometime between 9:00AM and 4:30PM EST.

We do hope this helps get the appointment set but again we must direct you to work with the leasing office and your property manager to get this setup.

Kind regards,
YES Energy Management
Initial Complaint
03/07/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
First off my sewer charges has sky rocketed for some reason, over $50 bucks more than it was in months previously. Nothing has changed on our end to cause this jump in the charges either. Second, for some reason they did not charge any gas usage for ******* and so on my February **** they billed me for two months, even though I paid this it is causing us to severely struggle with our other finances as the total charges for one month **** was &668! This is unacceptable as it was not our fault, and no reasons even provided by the company.
Business response
04/28/2023
Hello *******,

Thank you for reaching out to YES Energy Management regarding your concerns. We apologize for any delay on this.

Firstly, regarding your sewer charges, we have reviewed the charges and can confirm your usage is being billed based on what your actual meter reading are being reported. We do see that there was an increase from Dec 2021 to Jan 2022, however this usage amount has remained consistent over the course of the 2022 and 2023 year.

Regarding the gas, please note that each statement includes all utility charges received prior to the statement date. Any missing utility charges will be added to your next statement along with that months utility charges. We do see that this took place Jan 2022 / Feb 2022 statements, Jan 2023 / Feb 2023 & Mar 2023 / April 2023. In these situations, to help reduce financial concerns, FirstKey Homes will allow you to make a payment inline with what your charges normally are. This will then apply to the charges and keep the cost roughly the same each month and offset when you see multiple month charges for the same commodity.

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

Best regards,
YES Energy Management Team
Customer response
04/28/2023

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
02/22/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The company was late to send a statement and post billing charges to my account. This made my ******* be charged $0 for a month. I was then charged for two months worth the following month, however they make you enter a *** ******* amount. Four years ago it appears I entered a $100 **** which was not enough to cover two months worth of charges. Late fees have been incurring since and they will not remove them. Not sure if putting a *** on ******* is regular practice, but with inflation/charges going up each year it seems like a ploy to collect late fees as charges increase from the original price years later.
Business response
03/09/2022

Hello ********,

Thank you for reaching out YES Energy Management regarding a missing payment and the late fees that it has caused to your account. We wanted to let you know that we are having our accounting **** review this to help better understand what took place and determining if we can assist in this matter.We appreciate your patience while this is being looked into.

We also wanted to address the Max *** connected to your account. This is set up by the resident so that no large or shocking balance can be made using your payment method. You do have access to update and change this at any time by logging into your account. It is suggested residents do review their online accounts to ensure information is correct and up to date.

Once we have a response from accounting we will again update the concern.

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

Best regards,
Yes Energy Management Team
Customer response
03/10/2022

Complaint: 16782067

I am rejecting this response because the late fees incurred are not required to be collected from my HOA, per ***************************** of ********************* Management. She states that the late fees are solely profits to YES Management. If my account was not charged in time for the usual autopay I should not be responsible for paying the late fees. If it was an error on my HOAs part, such as if they did not have charges filed in time, then they should pay YES the late fees.

Sincerely,

*******************************
Business response
03/14/2022

Hi ********,

Again thank you for the patience while we researched this and followed up with your leasing office. It was agreed upon to waive the five late fees as a one-time courtesy on your account. While normally the charges do deduct from the account on the 15th of each month in September it posted on the 16th and so a payment didnt post. Normally it would be recommended you would have logged in and made the payment to prevent late fees. Please note that you are in control of your Auto-Pay and moving forward if the payment is not drafted on the 15th you should log in to post the payment to prevent this issue in the future.

Below is a timeline of the payment in question till 3/10/22 when the credit has been issued:
9/15/21 no payment generated because there was a $0.00 balance that day, charges posted the following day.
10/12/21 late fee posted $10.00 (1)
10/15/21 - balance due $165.16 of $100.00 posted
11/9/21 late fee posted $10.00 (2)
11/15/21 - balance due $169.73 of $100.00 posted
12/6/21 late fee posted $10.00 (3)
12/15/21 - balance due $162.99 of $100.00 posted
1/3/22 late fee posted $10.00 (4)
1/15/22 - balance due $163.29 of $100.00 posted
2/7/22 late fee posted $10.00 (5)
2/15/22 one late fee waiver -$10.00
2/22/22 balance paid of $52.20 leaving a $0.00 balance moving forward.
3/10/22 four remaining late fees waived giving account a -$40.00 credit.

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

Best regards,
Yes Energy Management Team
Customer response
03/15/2022

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
02/17/2022
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.
The past year since Yardi took over the apartment complex its been a mess, my water **** went from $4.00 dollars to my latest **** this month up to $10.68 and it's just keep going up with Yes Energy Management. I live in a studio alone I take one shower a day that's all. I've been living at this complex for 10 years never had any issues, the problems started when new owners the ************ took over. I've never saw any plumbers truck going over any apartments installing water meters I know there is no water meters, I've look under my kitchen counter at water connection no visible meter, these apartments are ranch style build in 70's with probably a 3 foot crawl space the entrance are very tight. I just don't trust this Yes Energy Management. I've been a very good tenant for 10 years paid my rent on time paid my rent full amount during covid never needed assistance, I just don't like to be taken like this.Thank you
Business response
02/25/2022
Thank you for reaching out to YES Energy Management regarding your concerns. At this time you are being billed for the usage that is reporting in from your meter as displayed on your resident statement, not using estimations or other billing methods mentioned.

We wanted to let you know that we have reached out to the leasing office of *************************** and have verified they are aware of your concerns. To be able to further resolve the concerns of high usage, the leasing office/maintenance will need access to the unit to service and possibly replace the meter. We advise you contact Butterflied Oaks directly so they can schedule this with you.

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

Best regards,

Yes Energy Management Team

Kind reagrds,

****

**** |Senior **************** Representative

toll free: ************ fax: ************

mail: *************************************************************************************** mail: www.yesenergymanagement.com
Initial Complaint
02/07/2022
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 reside in a more bike home park that has electricity provided by San ********* and electric to the main electric panel. Each separate unit has a sub meter that is managed and billed by YES electric management. The bills fluctuate dramatically from month to month increasing to double and triple the usual amounts. We have had times were are wattage spikes when nobody is home or at times of power outages due to weather. Our individual meters also dont move often leading us to believe that our meter is faulty, not calibrated or outdated so are not showing true readings. Also on many occasions the meter is not read by the meter readers because of inaccessibility per the managers own statements and so the **** is guesstimated
Business response
04/27/2023
Hello ******* and *******,
Thank you for reaching out to YES Energy Management regarding your concerns. At this time you are being billed for the usage that is reporting in from your meter as displayed on your resident statement times the rate from the local provider, not using estimations or other billing methods mentioned in your concern.

We wanted to let you know that we have reached out to the leasing office of *************************** and have verified they are aware of your concerns. To be able to further resolve the concerns of high usage, the leasing office/maintenance will need access to the unit to service and possibly replace the meter. We advise you contact Butterflied Oaks directly so they can schedule this with you.

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

Best regards,
Yes Energy Management Team

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