Business Profile

Utility Billing

Oates Energy, Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Oates Energy, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

18 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:03/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a Senior Citizen and own a condo at ****************************************************. This condo had no tenant and water has been turned off in unit. Water was turned on for a cleaning of the Unit for 2 days. The *** no longer pays for the water bills and owners are responsible. My unit averaged about $16 a month when occupied. I also had a $144.00 credit with Oates before I started getting outrageous bills In February of this year from Oates, first $500 and then over 1500. Adding late fees I am now sitting at $1888.96. It should also be known that our *********** has paid Oates already so how can there be usurious late fees added?I have called Oates on 5 separate occasions starting in February and even sent Oates pictures of my meters Twice and one week apart. Then I was told by an Oates *** named ****** that the Oates employee I sent the water meter photos too was no longer with Oates and that I would have to resubmit everything to Oates. Then in a call to Oates this morning on March 17, Rep ******* said that Oates now has my photos again but that they are In Line with my billing?? How is this possible? I feel that Oates is attempting to rip off an out of state senior here! Please help before these late fees increase even more!
Business Response
Date: 03/17/2025
Oates Energy has been contracted by ************ to manage billing for the water consumed by residents. Our process involves reading the water meters each month and billing the residents accordingly. Once the billed amounts are collected, we reimburse the property as they make the payment for the master utility bill to the water provider.

Please be advised that Oates Energy is unable to make concessions regarding high water usage or billing adjustments in this case. It appears that there was a running toilet in the unit, which unfortunately resulted in increased water consumption. As such, the water usage will be charged to the resident, as it passed through the meter.

I would like to confirm that any late fees associated with this account have been waived, and no additional late fees will be applied to the balance in the future.

Regrettably, I am unable to make further adjustments to this account. The photos provided by the resident indicate that the water did indeed pass through the meter, and therefore, the resident is responsible for the usage.

Thank you for your understanding. Should you have any further questions, please feel free to reach out at ***************** or ********************************************************.
**** ******
Initial Complaint
Date:02/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Oates energy sent me a bill over 4 times the normal amount..said a billing error occurred...call ***** *******@************ for questions..so I called, got her voicemail telling me she's out of the office until February 18th..my bill is due by February 16 after that date it considered late and more money is tacked on..I didn't budget for this and no one to talk with..I feel I'm being stronger and forced to pay for their error..
Business Response
Date: 02/11/2025
Tell us why here...Dear Mr. ******** We are sorry to hear about your concerns regarding the three-month discrepancy in your sewer billing. Our goal is to assist you as much as possible in resolving this issue. The correct rate for this period should have been $10.53 per ***** gallons. However, the applied rates were as follows: the first ***** gallons were billed at no charge, and any usage beyond that was charged at $8.92 per ***** gallons. This discrepancy resulted in a one-time charge of $66.25 on your utility invoice. Upon reviewing your account history, we also noted more than 16 late fees totaling $96.00. While we understand that this discrepancy was unexpected, the water and sewer services were consumed and remain your responsibility. That said, Oates Energy would like to assist you by reversing 11 of the $6.00 late fees, totaling $66.00. This adjustment will help offset the underbilled sewer charges. We appreciate your continued service and are here to assist you further if needed.
Initial Complaint
Date:12/11/2024
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.
Oates Energy, Inc, OEI is a crooked and theiving ******* water billing company. Six months ago my neighborhood HOA changed our utility billing to OEI, myself and many others are tired of their scam for more money. This company is so shady, corporate greed ruined them. My hope is that my Neighborhood HOA stops using Oates Energy! I live just three hours away, in ******** *******, from ************ *******. It takes two maybe three days tops to send mail from here to ************. However, on an effort to get all residents to sign up for electronic payment, which comes with a $3 charge to pay a bill. They want this $3, and if you attempt to snail mail it ($0) they will purposely keep the check I mailed in their PO Box until it's past the due date, so then they charge $12 late fee. Then they say, if you signed up for electronic you wouldn't have to pay $12... just $3. They are greedy fools. To intentionally keep mail in the PO Box, then blame the ** ****** ******* for late mail. Liars. After I submit this review, I will then make a BBB Complaint. Secondly, I will be contacting the ******* ********** ** ************ ********** (****) and submitting a complaint and request to investigate. It it's my hope that this company corporately repents of greed, and simply has their mail courier empty the PO Box daily, instead of once every two weeks. I will never pay a company $3 to pay a bill I owe money on. That is extortion.
Business Response
Date: 12/11/2024
We apologize for any inconvenience you may have experienced. We can assure you that we check our PO Box daily and do not wait to cash any checks. We want the funds immediately in order to reimburse your community for the services they have provided you with. We have recommended to you by email that you use a Return Receipt through **** to ensure timely delivery and for proof of when an item was delivered. We have also offered to waive our credit card processing fee as a courtesy. We also have free *** draft on the due date, or you can pay through your bank's free Online Bill Pay service which will send us electronic payment in 2-3 business days. We hope these options will help you find a payment method that works best for you.
Customer Answer
Date: 12/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***** ****

It's my hope that OEI now sees I will not accept extortion and being charged to pay a bill, and will complain and tattle-tale to any ******* Agency who may assist in utility billing. However, moving forward, I will look forward to excellent customer service and being able to pay a bill without being charged to pay the bill.. Without corporate greed biting at my feet.
Customer Answer
Date: 12/13/2024
Please Assist!
After this BBB complaint and their response.... my check for water bill is still outstanding. Which means they still have not gone to their po box and gotten the mail. ***** **** always posts when a check clears. I sent that November 29th to them. ******** to ************ is 3 days tops. Why are they doing this??? SO THAT they can charge a $12 late fee. This is how Oates Operates, corporate greed to get an additional $3 or $12 with each bill paid.
OEI, you ****! I hope my HOA stops using you! maybe you can do me a favor and you tell ******** ******** ** ********** ***** that you want to cancel the contract with us. Please! CASH THE CHECK #*** FOR $47.21 DATED 11/29. Its messing up my check book balance.

disappointed by this business,
***** ****
ps. No respect. I am 100% Service Connected Disabled ****** ****** ****** Veteran. The ******* BBB knows this because I complain about shady businesses at least 5 times a year.
Business Response
Date: 12/13/2024
We go to our PO box daily, but we have not yet received your payment. We recommend you place a stop payment on your check so you can make payment via one of the methods we previously recommended. As previously stated, we will not charge the $3 credit card or debit card processing fee as a courtesy. Please notify us if you've placed a stop payment, otherwise the check will be posted when received
Initial Complaint
Date:11/14/2024
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.
10/29/2024 I called Oates Energy **** to pay my bill. I informed the company that I would like to make a payment and add additional money to my bill. The listed company charged me three dollars for the transaction but failed to add on the extra amount as requested, I was informed that I would have to pay additional money to make another transaction. I then spoke with the company representative who had a very difficult understanding me. There was clearly a language barrier. My experience with Oates Energy **** was overwhelming, not to say the least. My only request is to have better customer service and properly trained employees.l can be reached at ************ for additional concerns.
Business Response
Date: 11/15/2024
Our notes from the rep state Mr. Royal requested to pay the balance and did not request to pay more until after the transaction with processing fee were completed. He was transferred to the manager who apologized and offered to credit the account in the amount of the processing fee (as we are not able to remove the fee) so he could make a second payment but he stated she did not understand what he wanted in an upset tone and hung up. We are still offering to place a credit on his account in the amount of the processing fee as a one time courtesy.
Customer Answer
Date: 11/15/2024
I would ask the company to simple pull up the call and listen to get all the facts, I also recorded the conversation. The company is more than welcome to call me and I will play the recording. The recording will allow the company to hear my request given to the representative twice before before he submitted the payment. I was not upset but growing frustrated because I had to repeat myself to the manager several times, she had a very hard time with understanding (English). I articulated clearly to her what the problem was. I only ended the call after the manager stared to yell at me for no apparent reason. Communication was definitely a contributing factor. I was not so much concerned about three dollars, it was the way the call was handled. In the future the representative needs to be more tentative to the callers request and managment needs to be able to articulate and understand (English).
More in service training and comprehension is needed for OEi to run A prosperous and effective company.
AGAIN, please listen to the call. Do not rely on Notes.
Business Response
Date: 11/19/2024
Thank you for this information. In order to resolve your issue, we have placed a credit on your account in the amount of the processing fee as a one-time courtesy, so you can make additional payment without fee. We look forward to assisting you in the future.
Customer Answer
Date: 11/19/2024
Again, its not about the money ($3).
Its about professionalism, integrity and honesty. I am requesting continuous in-service training as it pertains to representatives and managers. I will not accept the credit. I only ask that the company consider my concerns and try to resolve the issues for better customer service. Make sure that the representatives are tentative to the customers request and that managers are fully capable of speaking, and understanding English. Once again my issues were primarily customer service, communication, and lack of understanding.
I will not accept the credit, respect my decision.
Customer Answer
Date: 11/19/2024
10/29/2024 I called Oates Energy **** to pay my bill. I informed the company that I would like to make a payment and add additional money to my bill. The listed company charged me three dollars for the transaction but failed to add on the extra amount as requested, I was informed that I would have to pay additional money to make another transaction. I then spoke with the company representative who had a very difficult time understanding me. There was clearly a language barrier. My experience with Oates Energy **** was overwhelming, not to say the least. My only request is to have better customer service and properly trained employees.
Initial Complaint
Date:11/06/2024
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.
Regarding Account # ***************************** Inc.)I was a resident at ************, an apartment complex located in *********, **, from 07 October 2023 through 11 October 2024. During my entire residence, I had an issue regarding my water usage. I began tracking the readings on the water meter located in my unit and compared said readings to the amounts listed on my monthly rent invoices issued by Oates Energy. Every month, my readings did not align with readings quoted by Oates Energy. I contacted their customer service department several times beginning in September, via telephone and email. Each time, I asked why my readings were different than their readings. Each time, I was told I was charged for the correct amount of water usage. Employees in the customer service department, including the supervisor, would never answer my question. I just wanted to know why there was a discrepancy between the water meter readings in my unit and the water meter readings listed on my invoices. In at least one instance, the reading in my unit was lower eight days later (07 August 2024, **********) than the amount listed on my invoice (31 July 2024, **********). Simply put, I am curious as to why the amount listed on my invoice from 31 July 2024 is higher than the amount on the water meter in my unit on 07 August 2024. I presented visual proof of the water meter in my unit, but the employees refused to answer my question. I want a refund or reimbursement if I qualify for such a resolution. At the very least, Oates Energy needs to confirm the water meter readings in each unit at the District coincide with the water meter readings outside of the units. This will prevent overcharging residents for inflated water usage.
Business Response
Date: 11/06/2024
Thank you for giving us the opportunity to respond to your concerns.

Your community is visually read- which means at times the meter readers will not be able to read the community on the last day of the month due to weekends and/or holidays. For an example, using the read you provided below on 8/07:

08.07.2024: 243059.97

In July, our meter reader read your meter on 7/22, we used this reading to prorate the remaining days of your billing cycle that ran through the 31st and used the reading ******** to bill you.

With this being said, the meter reading will not always match exactly, and your meter was recording properly as your usage remained consistent and did numbers did catch up, and you were not overbilled.

Please feel free to reach out to our customer service team and will be happy to further assist you and if needed look more into your expressed concerns.
Customer Answer
Date: 11/07/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. However, my concern could have been resolved by their customer service department relaying this information to me without my having to contact the Better Business Bureau.
Regards,
Yahteesha *******
Initial Complaint
Date:06/20/2024
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 didn't find any option fo my case so choose this one. First my bill got at my home on June 17 ( 2 days after due date ) Since I started to leave here we never paid more than $71 Normally is $30 And now is $111? We don't have any leak nothing changed. Actually now we spend more time working so we don't even use water to cook . Can you please explain why is so high?? Honestly I don't trust the people how are coming to do the reading
Business Response
Date: 06/21/2024
Please see the attached consumption report. As you can see, the usage for the past two months are much higher than the previous 3 months. Can you please email a picture of the meter to ********************* so we can investigate? Thank you for your help.
Initial Complaint
Date:05/20/2024
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 had been out of my unit from 2/14/24-5/2/24 because of a death in the family and yet my water/sewer usage (account *******) with Oates Energy Inc. remained the same as in the months when I lived here. I was assured that these are not estimated reads, but actual “drive-by” reads using a handheld devise. I was then asked to dig up the meter from under several inches of dirt and send photos of the meter to them. I have done this three times now, at their request, since April. My request for a field technician to to an ACTUAL PHYSICAL read has been denied. Each phone call ends with the representative saying the same things— it’s under review, the supervisor is working on it, they will return my call by the end of business day, they need another photo…etc. This isn’t rocket science and if it takes a SUPERVISOR 3 months to resolve one issue, perhaps the company should look into a restructuring overhaul. Their last “read” on 4/30/24 was 11096.00 and yet my physical read of the actual meter today, 5/20/24, is only 10,443. Coincidentally, each month the usage remains practically the same— as if these are estimated bills. I need someone to come, knock on my door, read the meter and reset my account. I am not going to continue with this fraudulent activity.
Business Response
Date: 05/21/2024
Thank you for bringing this to our attention and we sincerely apologize that you had to contact the BBB to get this resolved. The Customer Service Manager ********* has reviewed your account and revised 4 invoices based on your 4/24 photo, resulting in a credit of $44.16 on your account. She has brought this matter to the attention of her team as a teaching moment that a second follow-up call should be promptly escalated to her attention. If you have trouble in the future, please email her directly at . Thank you!
Customer Answer
Date: 05/21/2024

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

Regards,

***** ****
Initial Complaint
Date:09/27/2023
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.
***** has overbilled me for utilities for multiple months. I phoned them 3 times (8/25, 9/13, 9/27) and I have emailed them photos of my meter (8/25, 9/2, 9/13). I get the same run around every time I phone ... someone is going to check it ... someone is going to be back in touch ... etc., etc. Nothing gets fixed and my apartment complex wants me to pay the incorrectly billed amounts and say it is up to me to get their contractor to correct the incorrect billings. meter fixed 12-Jun-23 meter reading on bill 30-Jun-23 420 meter reading on bill 31-Jul-23 **** meter reading on bill 31-Aug-23 **** photo of meter attached 15-Aug-23 *** photo of meter 22-Aug-23 353 photo of meter attached 2-Sep-23 822 photo of meter 13-Sep-23 1245 Have additional photos but files are too large.
Business Response
Date: 10/03/2023

Our number one focus at ***** Energy is to provide our customers with a positive customer service experience.
Thank you for allowing us the opportunity to respond to your concerns.

After much review, and with your assistance we were able to determine your reading is in line with what we are billing you. Our customer service representative communicated this with you on her email sent on 8/25/2023. We are not able to determine how the water is being used only that the reading is recording as it should and that the water passed through the meter.

At this point, we do recommend that you have your unit inspected for any leaks or running toilets- or if you have already one of these issues fixed this would be the cause for your higher consumption during these past months. Depending on when you had the leak fixed, would be when you should start to see a decrease on your invoice.

Please reach out to our customer service team if you have any further concerns; we will be happy to assist further.
Business Response
Date: 10/16/2023
Hello

After further research, we have determined the issue is with your transmitter and will work with the onsite team on getting this resolved for your future invoices.
In the meantime, we have provided your property manager with a credit amount to post to your ledger with them.

We will also contact you directly to provide further details and explanations.

Thank you for your patience and assistance in this matter.
Customer Answer
Date: 10/23/2023
I had 5 days from Wed., Oct. 18 to respond so at 7:42 pm Mon., Oct. 23 the complaint was closed. 5 days ends before 11:59 pm on the 5th day then that should be clearly communicated.
My response was going be that I have had no evidence that ***** has adjusted my account appropriately since I have not received any information. I should have received a monthly invoice by now but have not. However, my apartment complex says they have heard from ***** and ***** is supposedly correcting my account.
Initial Complaint
Date:08/04/2023
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.
they keep charging me 57.00 to 58.00 every month ,and i do't stay there any more.....i called 5 times ..not getting any thing back
Business Response
Date: 08/07/2023
Customer Service manager reached out to *** ****r on Friday, 8/4/23 to request picture of meter so we can adjust consumption and apply credits if needed and resident agreed to send picture.
Initial Complaint
Date:06/05/2023
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.
Concern: overcharging customers for water The current bill from Oates is $709.98 for 4 months (Jan to April 2023), average $177.50 per month. Our average water bill with the previous company was between $60 to $90 per month. There is no leak that a plumber could find, no change in water usage or number of people occupying our apartment, this is very concerning to us that our water bill is more than 2 times of our average water bill before Oates took over. They also lied about what I said on the phone and contradicted themselves in the same email. They claimed I told them I hired a plumber in Feb (I never told them that nor did I hire a plumber in Feb) and later on in the same email they said I never told them I hired a plumber in Feb. Please see what they wrote below. "Thank you for reaching out on this one, Ms. **** actually called into Customer Service yesterday regarding her current Oates Energy invoice. In reviewing the consumption of her unit, we see 30,420 gallons of water was consumed between 01/01/23 and 02/27/23. The remaining 11,690 gallons was used between 02/28/23 and 04/30/23. In speaking with her over the phone, it was mentioned there was a plumber in her unit back in February. It seems something occurred to cause this increase in water that was corrected. We can send out our technician to the site, however he will find the meter reading is in line with billing and the water was consumed at some point. The meter is functioning along with the transmitter. " It appears you had a plumber come out and correct an issue in February as the above shows more normal usage for March and April. You did not mention this to me when we discussed on the phone yesterday. We can still have the tech come out but as you can tell they already checked the transmitter and meter. Are you having a check valve installed? Did your plumber suggest one? Best Regards,
Business Response
Date: 06/09/2023
We apologize for any confusion. All residents were informed that the previous billing company had not billed since December 2022 and that the *** hired Oates Energy to bill for this unbilled usage.

Whether a plumber was hired in February or not, the reads show something occurred to cause an increase in water that was corrected. In reviewing the consumption of her unit, we see 30,420 gallons of water was consumed between 01/01/23 and 02/27/23. This is the main cause to the considerable consumption.

Our technician was at the unit with the president of our company in May. The sub metering equipment is not owned by Oates Energy but we did confirm the meter and transmitter are working correctly and the water was used. Because of this, the *** feels that the bill is owed by Ms. **** (regardless of how the water was used – leak, high usage, etc.) and they will not be issuing a credit at this time.

We have been coordinating for both our technician and an ***-hired plumber to visit the unit and will be in touch with Ms. **** with the finalized date. They should confirm that the water was used and find any current issue.
We look forward to resolving this issue with the ***-hired plumber and hopefully it answers all questions.

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Oates Energy, Inc is NOT a BBB Accredited Business.