ComplaintsforYes Energy Management

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  YES Energy Management (Yardi) took over billing for water/sewer for my apartment complex a year ago. I work in utility billing for a living and it has been an absolute mess. My primary concern is that our usage reads in gallons, and we've been erroneously billed at the *** rate this entire time. I was told several months ago that billing corrections would issue within ***** days and several billing cycles later, no credits have been issued. I highly doubt when a credit ever is issued that it will come along with any explanation of the revised charges. This whole thing feels fraudulent and at this point, they are basically holding my money hostage. It's bad enough my sewer went from $6 to almost $20 a month when YES took over for ConService. I have spoken to so many people and have heard so many conflicting explanations at this point that I'm convinced no one at YES really understands utility billing which makes sense, because Yardi is not in the business of energy billing. Highly unsatisfied. PLENTY of documentation available upon request.

  Business response

  01/07/2022

  
  Thank you for reaching out to YES Energy Management regarding your billing statement. We appreciate your patience while we work with The Quin, along with your property manager to help find a needed resolution.
  
  YES Energy Management is a third party billing service providing utility billing as directed by The Quin, property management, in alignment with the tenant landlord agreement.
  
  Your property recovers the water and sewer cost using the following method:
  Water - Meter usage - Sub meter invoice rate
  Sewer - MMI RUBS - 50% on Occupancy, 50% on Square Footage
  
  While we are aware that there were some discrepancies of the billing methods previously, all credit adjustments must be approved through the ************** and we do recommend you contact them directly to help expedite your request to have your account reviewed and determine if there are any adjustments warranted to be posted to your account. If the ************** determines there are adjustments due, they will post them directly to your account.
  
  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

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a tenant of an apartment complex that uses Yes Energy Management to **** for water usage for two years. Over that time, our water usage has been fairly the same until Sept. 2021 when the **** more than doubled. When I inquired about it, this was their response, note the unprofessional spelling errors: "The wastewater amount went up due to back charge. On your previous statement you were not charged for wastewater.There is no separte meter for wastewater as this is the dirty water going down the drain, the rates are higher precisely for the cost of the treatement for the dirty water. " I have never been charged this extra "waste water"charge before, I assumed the sewer charge was the "dirt water going down the drain." They are now charging us twice for the same thing and I can't pay for a double water ****. I want this extra waste water charge removed and to be refunded the amounts charged which is $41.56 for Sept. and $41.56 for Oct. Looking at the vast number of complaints against this company, I see we aren't the only people they have taken advantage of, it needs to be addressed and they need to be held accountable. I tried communicating with billing specialist *************************, as others have, but after I sent proof of my wrongful billings, she has ignored me. I attached the bills that I sent Boni that show the double charge & all the other bills with the one correct charge. I have never been charged two sewer charges nor has anyone else I've asked. I cannot keep paying this high ****.

  Business response

  11/01/2021

  
  Hello and thank you for contacting YES Energy Management regarding your wastewater concerns.
  
  We did want to follow up and let you know we are currently working with your property manager/ leasing office about the said wastewater charges and will be making corrections accordingly. Once completed you will see the adjustments on an upcoming statement.
  
  Should you have any further questions or concerns, you may contact YES Energy Management at the phone number listed on your statement or to the ************** at The Vantage. 
  
  Best regards,
  Yes Energy Management Team

  Customer response

  11/06/2021

   
  Complaint: 16056645
  
  I am rejecting this response because: I have not seen any changes yet. I will amend this when it shows up. When exactly can I expect to have this fixed and what exactly is the fix?
  
  Sincerely,
  
  *****************************

  Business response

  11/11/2021

  
  Hello *******,
  
  Thank you for your patience while we made the necessary corrections for the Sewer charges. Please note that there has been a credit adjustment of -$34.41 posted to your leger for the Sewer Corrections regarding service dates of 7/1/2021-9/30/2021.  You can login to your online account and view this today. You will also see that on the  upcoming statement.
  
  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

  11/13/2021

   
  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. As long as the double charging stops.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/1/21 I received my monthly **** from Yes Energy. This **** is charging an outrageous amount for water usage. $127.84 for ******** gallons Not the first time this has happened. Last year the amounts started to reach around or over ***************** 8/20, ***** gallons for 9/20, ***** gallons for 10/20, ***** gallons for 11/20.Most other months are listed around 5000 - 4500 gallons.I do not see 1 person can use all that water in 1 month. I did some meter reading of my own and found that I am only using around 40 - 45 gallons a day (apprx 1200-1300/month). Still way high. I don't see where they are getting their figures, they certainly don't match my meter. According to them. I used more water in one month then I would have used in an entire year. This has happened several times and continues to happen.I am trying to locate all the bills (I am supposed to receive a paper copy) but some months I don't receive anything.Can send billing copies if needed

  Business response

  04/27/2023

  Hello,
  
  Thank you for reaching out to YES Energy Management regarding the concerns presented. We wanted to confirm that YES Energy Management worked with **************************** legal representative and consider this concern resolved with the following reply back on June 28, 2022 as follows:
  
  Hi ****,
  
  Thank you for reaching out to YES Energy Management regarding the request for billing information. The information on the Master Meter Invoices MMI are proprietary and dont belong to YES Energy Management.
  
  Carriage House Apartments has informed YES Energy Management that the needed information you requested has been provided by them.
  
  If you need any further information, please contact ***** directly at:
  
  ******************************* | Multifamily Operations Manager
  O: ************ | M: ************
  
  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
  
  
  Best regards,
  YES Energy Management Team

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We lease an apartment in a complex managed by ************ Management, LLC in ******, **. They took over management earlier this year and began utilizing YES Energy Management for billing fixed charges in our lease including rent, trash pickup and pest control as well as variable charges for water and sewer. They also **** two charges shown in lease addendums that are administrative fees for stormwater/drainage costs and trash removal. The fee shown in the stormwater/drainage addendum is $0.60. The fee shown in the trash addendum is $2.75. ************ and YES Energy recently began charging $1.80 instead of $0.60 and $3.00 instead of $2.75. In each of the two addendums, there is verbiage after the blank line that is filled in with the fee amount that says, "(not to exceed $3)." Management has said that this indicates that they can charge $3.00 for these fees. The stormwater/drainage addendum says the fee is "nominal." Management said that "nominal" means they can increase the fee.

  Business response

  10/05/2021

  
  YES Energy Management (YES) staff called the tenant and explained that the billing program calculations and charges, and that the billing program will be adjusted to account for an overlap in billing during the first month, and the tenant thanked YES for making the adjustment to the billing program to resolve the overlap.
  
  We also explained how the admin fees were determined and how the admin fees previously billed were less than the total admin fees that could be billed by the lease. The tenant acknowledged that he understands he is being billed below the admin fees allowed by his lease agreement with the property and still adamant that he should be billed more for admin fees, rejecting the lower fee amount. The tenant is therefore advocating for paying higher admin fees than demanded by the landlord in the lease, which seems a bit non-sensical,however there is nothing stopping the tenant from paying the higher admin fee amount, the tenant will simply accrue a small ledger credit over time.Ultimately this was determined to be a non-issue and more of a tenant payment preference.
  
  Since there are no additional remedial steps for YES to take, we respectfully request the BBB Complaint be resolved without issue.

  Customer response

  10/08/2021

   

  Aja'*****************:

   

  I do not accept YES Energy Management's response to my complaint - 15891523.

   

  The second paragraph of YES Energy Managements written response to my complaint completely mischaracterizes the discussion I had with their representative. This written description of the telephone discussion is a falsehood. I hesitate to use the word lie, but what else applies?

   

  YES Energys representative, Josh ************** who a few times referred to himself on the phone as their fixer, told me of a team of YES Energy people that is working to resolve the billing issues at Alesio ***********************. He told me of a solution to the double billing issue. The solution is to not **** for water for one future month.

   

  I told Mr. ********* in our phone conversation that the issues in my complaint pertain ONLY to compliance with the lease agreement we have with *******************. Alesio is billing two (2) monthly administrative fees contrary to what is agreed to in our lease. Alesio is billing these two fees in EXCESS of the amounts agreed to in our lease.

   

  First, my statement of facts and my position have not changed. Refer to my original complaint. None of that has changed.

   

  Despite Mr. *********s promises, there has yet to be any change to the billing at Alesio. Alesios online portal, today, shows amounts due that are attributable to the issues explained in my original complaint.

   

  YES Energys written response says, the tenant fees previously billed were less than the total admin fees that could be billed by the lease. This is actually the opposite of the truth as it applies to the two fees at issue. The amounts billed for the two fees were, and continue to be, MORE than the amounts agreed to in our lease.

   

  YES Energys written response says, The tenant acknowledged that he understands he is being billed below the admin fees allowed by his lease agreement with the property and still adamant that he should be billed more for admin fees, rejecting the lower fee amount. This statement is a fabrication. I never said this or anything similar to this.

   

  YES Energys written response says, The tenant is therefore advocating for paying higher admin fees than demanded by the landlord in the lease, which seems a bit non-sensical, however there is nothing stopping the tenant from paying the higher admin fee amount, the tenant will simply accrue a small ledger credit over time. Ultimately this was determined to be a non-issue and more of a tenant payment preference. This statement is also a fabrication. I never said this or anything similar to this. Alesio *********************** online portal, today, shows AMOUNTS DUE that are attributable to the issues explained in my original complaint.

   

  I find it ludicrous that YES Energy Management would make this written response and hope that I would accept it.

   

  It is possible that Mr. ********* is confusing one of the two (2) fees in question with  stormwater/drainage costs that have not ever been billed to us. The lease addendum that includes the agreed-to $0.60 administrative fee primarily addresses stormwater/drainage costs.

   

  Lease Addendum for Allocating Stormwater/Drainage Costs, attached to my original complaint, states, you will be receiving a separate **** from us each month for stormwater/drainage. We may include this item as a separate and distinct charge as part of a multi-item ****. It is possible that Mr. *********s confusion is because stormwater/drainage costs have never been billed to us and he considers these costs to be the same as fees.

   

  If Alesio *********************** chooses to begin billing tenants for stormwater/drainage costs, then that is a decision that can be made if these costs truly exist to be passed on to the tenants. However, this question is not at all related to the two (2) fees at issue in my complaint.

   

  YES Energy Management has not addressed my complaint. YES Energy Management has misrepresented the phone conversation I had with their fixer to the extent that the written response characterization of the conversation is actually the OPPOSITE of what I said.

   

  This issue is NOT complicated. There are two (2) fees in our lease that are not being charged correctly. We are being overcharged for both fees. This issue will be resolved when ******************* and YES Energy comply with our lease agreement. There are two parties to a lease agreement. If YES Energy's position is that additional fee amounts can be arbitrarily charged, that is the position of one of the two parties. By that logic, the other party should be able to arbitrarily pay less, but that would be equally wrong.

   

  Please note the verbiage in the stormwater drainage costs lease addendum that says, separate and distinct charge as part of a multi-item **** Please take the hint from that verbiage. Please **** charges that are legally agreed to in our lease and itemize them so that they are clear.

  --

  ************************************* III
  ***************************************

  *********************************************************************

  *** - ************, **************************
  **** *** - ************, ****************

  Business response

  11/11/2021

  Hi ****************,

   

  We acknowledge that you did not accept our initial response and wanted to let you know we have worked with the property manager regarding your concerns.

  Please contact your property manager to further discuss the resolution and adjustments applied to your account.

   

  Kind regards,

  YES Energy Management

  Customer response

  11/11/2021

   
  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.

  While the billing by YES Energy is still not in line with the fee amounts shown in our lease agreement, reimbursements were made. I was assured there would also be future billing adjustments to avoid additional overcharges.

  
  Sincerely,
  
  **************************** Iii

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/01/2021, I submitted my 30 day notice to my apartment manager for Dakota Apartments in Winchester, California. At the time, I had paid my water, trash, sewer bill with YesEnergy Management. I had 0 balance. On 09/1/2021, I looked up my bill to pay it and noticed they were charging me an forty-four day Admin fee for water, trash, and sewer services. This was in addition to my regular charges that I would pay on September 1, 2021. Instead of paying $77.00, the company wants me to pay $177. I was never informed that I would be subjected to paying for services at my old apartment after I moved out. This administrative fee is illegal and the company needs to be investigated for it. I have screenshots of my account. It shows my regular charges fpe the month of August then the illegal forty four day admin fee.

  Business response

  09/13/2021

  
  Thank you for reaching out to YES Energy Management regarding your billing concerns during the timeframe when you were billed under YES Energy Management and Dakota Apartments. YES Energy Management is a third party billing service providing utility billing as directed by Dakota Apartments, property management, in alignment with the tenant landlord agreement.
  
  The final bill has been issued by your Dakota Apartments which includes all lease charges and Utilities to match up with your move out date.  
  
  Kindly note that all monies collected by, belong to and remain solely with Dakota Apartments. Any adjustments, credits or charges billed must be authorized by Dakota Apartments and their management company.
  
  After further review on the account, the final charges posted total $177.03; which is from the last date of service to the move out date. Reviewing the statement generated 8/19/2021 the service dates in that statement reflect 6/17/2021- 7/17/2021. Due to billing running arrears from the local provider the 44 day move out would be correct covering from 7/18/2021-8/31/2021.
  
  No charges beyond your move out date of 8/31/2021 have been billed or posted to your account. As the final bill issued is from your property management, we will need to direct you to speak with your onsite management in order to discuss the lease charges of your final move out bill.
  
  Should you have any further questions or concerns about the Water & Wastewater Utilities, you may contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  Yes Energy Management Team

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Got a letter today for “YES ENERGY MANAGEMENT” for $372.55. I moved from an apartment in Milford NH to Maine. My old apartment was empty 08/01/21 and my lease was up 08/23/21.. nobody has been there since the first and I paid my water and wastewater in my rent every single month. How do I have a $372.55 bill from a company that I have never heard of, why was I not notified by mail that these charges even existed and how were they allowed to accrue so high? It’s looking like $16-$30 a month in charges and I overpaid my rent by $30-$50 extra a month to cover these charges. I can’t even make an account on the website to see what I owe, from when or why because it says “my information doesn’t match their records”… interesting how thats possible when my information should never have been shared with them in the first place. Not getting a penny from me. Resident ID: t0006358 Unit- 52-106

  Business response

  09/01/2021

  Thank you for reaching out to YES Energy Management regarding your billing concerns during the timeframe when you were billed under YES Energy Management and The Ridge at Eastern Trails Milford. YES Energy Management is a third party billing service providing utility billing as directed by The Ridge at Eastern Trails Milford Apartments, property management, in alignment with the tenant landlord agreement.
  
  The final bill has been issued by your The Ridge at Eastern Trails Milford which includes all lease charges and Water Utilities to match up with your move out date.  
  
  Kindly note that all monies collected by, belong to and remain solely with The Ridge at eastern Trails Milford. Any adjustments, credits or charges billed must be authorized by The Ridge at Eastern Trails Milford and their management company.
  
  After further review on the account, the final water charges posted total $16.14; the difference of the $356.41 included of the balance pertain to the lease charges mentioned above.
  
  Total Water Charges               $3.99
  Total Wastewater Charges       $8.65
  Utility Admin Fee                    $3.50
  Total =                                  $16.14
  
  As the final bill issued is from your property management, we will need to direct you to speak with your onsite management in order to discuss the lease charges of your final move out bill.
  
  Should you have any further questions or concerns about the Water & Wastewater Utilities , you may contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  Yes Energy Management Team

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