Priority Submetering Solutions Reviews (%countItem)
Priority Submetering Solutions Rating
Address: 21 Simcoe Street South, Oshawa, Ontario, Canada, L1H 4G1
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the worst electrical company I have ever dealt with. They will "estimate" bill you around 100$ monthly and then send you random will with a high 500 amount on a bill saying it's for "actual " amount for previous months. They don't tell you that you are just paying an estimate. So glad I moved away from this company. when you call customer service, they are so rude, don't want to explain or help. spoke to Judy who was *** unhelpful. ***. The site isnt helpful either, just one screen with bills. No way to contact help online or report any issue. Can not believeâ??â??e they can run a â??businessâ?? like thisâ?? . If the building they are in , "doesnt have right equipment to measure" yet, then they should let tenants know that before so they can prepare .
Hello Abby,
Sorry that you did not have a good experience with our company. I have not listened to your call so I can't comment on whether or not the customer service representative you spoke with was *** or not, but it doesn't matter - if that's what you took from the call then I apologize and I'm sure the CSR in question would apologize as well.
I will disagree with your point about our website - it is customer friendly and easy to access our toll free information, email and can also have issues resolved using our online chat option.
Sometimes there are issues with metering equipment that take longer to address, your invoices would have indicated an 'E' for Estimate any time an actual reading wasn't taken as explained by the glossary on the back of our invoices.
Again, I apologize for the negative experience you had dealing with Priority. Please feel free to email me if you would like to discuss further.
***@prioritymeter.com
Thanks for responding but still doesn't seem fair. Before our building went to your company ... our bill was 75$-100$ A month max . That's a reasonable amount because it's just me ( who worked 2 jobs at the time and was never home ) and my mother who is 65 and stays in one room who lived in that place. The first bills we got which were around 90-100$ made sense but another 500$ means that technically our monthly bill is around 200$ Each . Makes no sense . we also were never explained estimate ... putting e beside it isn't enough and not a lot of ppl know that is what it means. Also the person I spoke to that day was very condescending and said things like "uh can I talk " and cut me off ***. I called once before in may and spoke to a nicer agent so it's not your whole company but that agent judy is so unprofessional .
Hi Abby,
I apologize again for the interaction you had with one of our staff members. Please feel free to send me an email so you don't have to share your account information online and I can try to resolve your remaining issue.
***@prioritymeter.com
Hello! Okay thanks Jeff, ive emailed you with account # to discuss further. Thank you
I have tried to get answers from both Priority and my building about the inconsistency of the billing in my building. One of my neighbors found out that Priority had lost contact with our building meters for over a year and a half and were charging us random amounts that didn't match up with our usage. My unit was getting charged an extortionate amount for it's size and our usage. Now suddenly our bills are half of what they were, but nothing has changed in our daily habits for this to make sense. The amount we are being asked to pay now makes more sense. Also we have months that were bundled together in groups of 2-3 and those amounts were what we were paying for one month previously. So basically there seems to be no consistency for billing, we are being billed huge amounts without the meter actually being read, and neither Priority nor the building have been helpful. I have been trying to get answers for 3 years!! But the company can't just make up numbers to bill us, especially as we know you couldn't read the building meter for months, yet you show usage numbers and charts that is fake. I will not be paying anything until this gets resolved, because I don't need to be paying for other people's usage.
Hello Felicity,
When did you last contact Priority regarding this? Your last call I can see on file to our office was in January of this year regarding usage in your unit early in the morning which we indicated was most likely your refrigerator. Prior to that we don't have anything on file since June 2018.
There was a period of time in 2019 in which the usage to your unit was being estimated. These are not made up numbers - they are based on the historical usage from the meter assigned to your unit. There were two sets of invoices that were for 3 months each as the building management asked we pause billing in 2019 until the meters were corrected, then once corrected we had to run extended periods in order to try and catch billing up to current. Please email me directly (***@prioritymeter.com) so I can assist with resolving the estimates from 2019.
In July 2019 I discovered that my meters had been out of service since August 2018. No one told me, I had to find out 11 months after the fact. They billed me anyway, the entire time. Upon discovering this, I refused to pay, demanded this be fixed and an audit performed.
By December 2019, nothing had been fixed or addressed, so I told our new building manager that we would be wanting to see this resolved in 2020. Miraculously, in January, they told me that the meter "fixed itself" and started working "suddenly". Then issued back-bills, explained at some point much later as info that they would get off an internal server fed by the meters.
But through continual conversation and investigation, I established, in writing, that the meters are not fixed, that the current usage they're showing on the website is false. We also established, in their own words, that the metering panels had lost power some time ago, they said they ordered the part and are going to fix it. That a tech was finally seeing it, and obviously with no power to the panel that measures metering there could be no data for back-billing.
The long and short of it: I discovered the meter had been broken for 11 months. I gave Priority and my building a chance to fix it, and address the problem with the other tenants. Six months later, at the year and a half point, they had not fixed the issue or been transparent, instead, lying that the meters were fixed and attempting to start *** billing up again. Now they've been caught in the ***, and refuse to comply with a system-wide audit.
This complaint is resolved when we get an audit of the billing system and physical metering system, not just this year, but every year. This should be the least expensive option in the face of installing a new system or building out to LADWP meters. This should be no problem if things are truly getting fixed, and no problem if billing has truly been honest. We have reason to believe that there has been a disgusting amount of price gouging, in violation of our Utility Rights. I cannot accept any resolution that doesn't include a yearly AUDIT of the entire system, both physical and digital.
Dear Sir,
As per our last communication we have sent down the parts needed to address fixing the meters. Our timeline to get this done, as stated to you, was the end of next week.
There are multiple issues that have transpired with this metering system, and not all directly related to the meters themselves. The issue regarding information not being available in the past was a communication issue. We use an internet connection supplied by the building to access the metering information that was down for quite some time. That is where the initial issue came from. The meters have storage in them for approximately 400 days. So even if we cannot access the meters for that time period, they are still storing data. That is where the catchup billing came from, which were actual meter readings. As disclosed to you in the last set of communications, we determined through the local electrician that there was a power supply failure in the metering panel connected to your unit. This was not part of the original issue where communication was lost to the meter and where we were asked to back bill the customers. This was a more recent issue. The new power supplies have been sent down for installation. As far as your request for an audit of the system, that is something you must discuss with the building. Meters are originally tested for accuracy before they are sent out. To re-test the meters, they would have to be removed, packaged, sent to a testing facility and tested. After testing was complete, they would need to be packaged, returned, then reinstalled. This would be at a significant cost and something that would need to be discussed with the building as the building owns the metering system. To your note about over charging, we are a billing service company. We charge a flat rate fee per invoice whether your invoice is $10 or $100. As a billing service company we would prefer bills to be lower. We read the meters and create invoices. If information is not available we have to estimate.
We have sent down the necessary equipment to address the metering and are working with your building to address the issue. Discussing an audit is something that must be done with your building as we have no control over whether they decide to perform one or not.
Regards
(The consumer indicated he/she DID NOT accept the response from the business.)
These are just words. I have no idea what is true without an audit. You also told us that meters worked in January, when they were not yet fixed. If the power supply that works the metering panel was out, there is no way to divide between units and store information that would create back-up data. We don't even know if this story about back up data is real. We don't even know if the meters ever worked or ever will. As far as prices - they have been too high, and not commensurate with power use. Nor is making up bills based on square footage for a year and a half going to be anywhere near correct. Some of my neighbors were charged, quite literally, thousands of dollars for a few months, when you didn't HAVE a metering system. You are going to have to explain this to me and everyone else. These bills have been used to force tenants to move so SB could raise unit prices, and you've been complicit in this. As far as my accounts, personally, we need to discuss the basis, in an audit, of how you thought my winter bills should be close to $100 a month a year ago, why you thought I should pay $45/month after when I wasn't even home. So, yes, I am pursuing a physical audit of the meters with both you and SB Properties. With you, we still need to pursue this information, because all of this billing needs to be explained at length and detail. You have claimed you give us LADWP rates, well, I have no idea how I'd pay $100/month in an apartment in an electric-efficient, recently retrofitted building. You also need to participate in the audit, as you did not tell us when the meters were broken, and charged sums that vaulted far past the realm of reason. All of this needs to be explained, and when fixed, so proven that it is fixed. You have *** about meters being broken, *** about fixing them, *** about usage, presented misleading and *** bills. You bet I need an audit.
Dear Sir,
As previously stated if you would like the meters tested you have to speak to your building about this. We do not own the metering system, we are a billing services company. We pass on the rates from LADWP to the consumers. I am looking at your winter bills from a year ago 2018/2019. They are not $100 per month. There was a bill that was almost $80 but it comprised of two months worth of bills so they have stayed consistent around the $40-$45 mark per month through that time. As far as bills and how they are calculated the rate per kWh is on the bill and the meter readings that they were comprised of are also on the bill.
Regards
(The consumer indicated he/she DID NOT accept the response from the business.)
Priority holds they are just a billing company, but aren't they supposedly sending a tech to fix my metering panel?
The thing about an audit is that it will take both a physical audit of the meters, at least seeing them, that they work, etc, and it will also require Priority's cooperation to confirm that the system works and they can read the meters. So everyone needs to help out in this.
As for the past, I received a bill for 97.57 in November, and I don't know if that was for one month or two. It's hard to keep up with what has been ridiculously inconsistent billing.
But it doesn't matter. The fact is that fake bills were issued while the meters were disconnected. Whether they were $40 or $100 they came for 11 months without ever an admission that the meters weren't connected, until I realized this in July 2019. Then you did admit it.
By September, this wasn't fixed. By December this wasn't fixed. I don't know when they will be. Myself and others take umbrage at receiving bills based on what... past usage? What past usage? From when? Which year? Etc. For myself, it is perhaps less of an extreme case now that you have deleted past amounts and suspended my billing - but I do have a lot of friends in the building who deserve similar treatment. I'm sure that some tenants would dearly like to know how their bills were calculated as well - I've heard some grotesque numbers.
Most paramount, we all deserve working meters and to be shown that they really do work. Especially after ***, such as in January, when I was told meters worked and then found out, nope, they didn't...
Priority, if you don't want the Revdex.com complaint, then talk to SB and come up with a a way for us to audit this system and believe it actually works.
I hope you understand that the more both of your companies deny what we already established happened, and deny us an audit, the more guilty you appear. It makes me strongly suspect that NOTHING has been fixed. You won't prove the system works because you CAN'T.
I have been dealing with being over charged by Priority for almost a year now. I have three units in the same building. One unit, my retail unit, my utilities are paid through my rent, so there should be NO bill in my name. I did not authorize my ssn to be used, I do not even know who put the bill in my name, but I have a standing bill for over $2000 for a years worth of service that is already paid for through my rent to my landlord. My other two units, I am charged an asinine amount as well. I was charged $510 in ONE month in one unit, over $300 in the other for the same month. Upon asking for priorities' assistance, they told me they cannot send someone to inspect my, as they simply just bill. The billing is also off- compared to my LADWP bills at my home just a few blocks over, I NEVER reach the high tier, and I have a *** in all units to ensure a/c is not running. My three bills are over $6000 combined, and no one will give me any answers. I have begged and pleaded for my landlord to send someone to inspect, but they also say it is not their job.
Hello Mr. C.,
We are sorry to hear about the issues you have been experiencing. We have looked into the accounts for your units and do not see any notes indicating that the utilities are paid through your rent for the retail unit. If this is the case please have your Property Manager confirm this and we will adjust as needed. We would have received your information for these three units directly from your Property Manager. Unfortunately Priority does not own or maintain the metering system, thus if you require an investigation, your Property Manager or Building Owner will need to coordinate this. Priority simply reads the meters via an internet connection and generates invoices based on those reads and the local utility rate. You are however, able to view and track the individual usage for each unit online with your account login details. Finally, please note that we have not receive a payment for any of your accounts since July 2019, which is causing a balance forward to appear on your most recent invoices, thus the total amount owing includes usage and charges back to June 2019.
If you have any further questions or require clarification or assistance regarding any of the above please contact me directly at
X-XXX-XXX-XXXX x ***
Kind Regards,
Jade B.
Client Relations and Regulatory Affairs Manager
Hi Jade,
Thank you for your response. I understand that Priority is only the utility billing. The issue is that I have repeatedly asked for my property management, and Priority, to have someone check my meter. Priority obviously cannot, but the least they could do is contact my property manager and tell them there is an issue, as the management company just simply doesn't believe me. The bills remain unpaid as I am in dispute, and have been requesting this meter inspection since my first contact with Priority, back in June. Priority HAS told me there is clearly an issue, and I need them inspected. After asking my property manager, they said they had no way in contacting someone for an inspection. So who am I supposed to ask for a meter inspection? I have already asked both parties involved. It seems to me there is some sort of agreement between the two parties, as I am unable to receive a simple meter inspection to clearly distinguish if there is a problem with the meter, or if the meter is based on a split meter, which is my assumption. As for my retail store, I can submit my lease agreement in which is says utilities are paid through my rent, as, again, the property manager has been less than helpful when I approached them with this situation. Also, I cancelled my lease for one of the units, and my security deposit was put towards the unpaid utilities for B1. Yet, when I check online, the funds have not been applied. I am unsure why there is a disconnect between the property management and Priority, but this is a complete mess.
Hello Mr. C.,
Priority has been in contact with your Property Management, however as mentioned we don't own the meters and thus cannot force an inspection. We have looked at your usage graph and don't see any spikes or anything that looks out of the ordinary (erratic usage etc.), thus what we would suggest, and previously advised, is to perform a 3 hour test, where you shut off the main breaker for the unit for a period of three hours so that we can see the shut off reflected on your graph. If we don't see the shut off on your graph that would warrant an inspection. As far as I can tell the 3 hour test was suggested to you back in October 2019 by a Priority representative, but we do not see that the test was ever performed. Please confirm if it has. Additionally, I can see that you closed your account for the retail store, however Priority does not collect security deposits at this location. If you paid a security deposit to your property manager you will have to deal directly with them. We sincerely apologize for the difficulties you are experiencing and have done what we can to assist. If you have or will be performing the 3 hour test please let us know when and what time so we can check your graph.
If you have any further questions regarding any of the above please contact me directly at X-XXX-XXX-XXXX x ***. Kind Regards, Jade B. Client Relations and Regulatory Affairs Manager.
I received a disconnection notice after extended traveling for work for most of Spring and Summer and had previously received a disconnection notice at the end of May (I was out of town but was informed and payed the outstanding bill; power was promptly reconnected) ... The present disconnection notice (dated July 2) states that the payment must be received by July 15 2019 and that the disconnection will occur July 16 and July 26. I explained to Tracy that as a contractor I get paid monthly and towards the end of the month. She then informed me that disconnection had already been scheduled for July 17; I asked if the date for disconnection could be either at the end of the month or July 26 (the final date on the notice); she placed me on hold to speak to her manager. She returned to the line saying nothing could be done.
I then asked if I could speak to someone else about it ... like other utilities, there is usually an ombudsman or such to aid in coming to an arrangement, especially in light of the fact that more than half of the outstanding bill is the $130.00 reconnection fee.
At this point, Tracy laughs and says the only person I could speak to is the same manager she just spoke with and I'll just get the very same answer.
I politely ask why Tracy thinks my situation is funny to her and calmly ask if there is anyone else I could speak to in regards to making a very short/term arrangement for the end of July so that I can:
1- Make payment on my credit card (only payment option available) which takes minimum 2-3 days to clear so that I can make payment after I get payed
2- Then make payment to paymentus automated system (as I previously had done)
I also mentioned to her I didn't appreciate her laughing nor making light of my situation, which she didn't apparently like (not once did I get upset nor angry at her) and then asked for an operator number or other way to identify her as the person dealing with me.
I found her response to trying to help resolve the situation far below professional standards and hope that posting this may get a proper response from the company.
When we're in a month of October and get the invoice for August then you see how messy their system is and it's not my first time dealing with Hydro/Water company, The one I used to deal with before moving into this building was sending us the invoices at the end of each month so there is nothing related to the meter, It's resources and messy flows. Also the amounts they're charging us is random prices and the only respond they're giving is the weather conditions, Come on, People are not dumb specially who're living in a condo and have routine life ( 9-5 work ) and usually out during weekend. Even if you ask for sending their technician to check the meter, There will be a charge of $150 if there isn't any problem with the meter and obviously who's going to find it out where the problem is. Just saying payment of $73 only for water for a 1 bedroom 500sf condo is totally nonsense but we have to pay as there is no justice.
Hi Danyal,
We bill based on the main utility billing period and the rates provided on those invoices. We can't bill the residents until we receive copies of those invoices from the main utility. unfortunately the utility provider is the cause of this delay.
There are not random prices on the invoices, these are the rates from the utility provider, these are not our rates. Priority does not retain any charges relating to your electricity and water consumption, anything relating to your usage is remitted back to your condominium corporation.
We can't simply send a technician out to evaluate every issue. The comment was that if there is nothing wrong with your meter, ie it is generating the correct water usage total based on tests we run which you can be present for, then you would be charged for the visit. It is quite possible There was one day in August where your water usage was higher than usual, Saturday August 18th. Is it possible that something occurred in your unit that day that would have consumed more water than usual? If I remove that high usage from your consumption for the month your water charges drop to $33.00 approximately.
Based on the bill charge for August and That Saturday specially after 7PM according to the unreliable graph(chart) from your website, there is an anomaly which resulted in a high charge for that timeframe. Nothing happened at my unit, no report of leakage which points to the cause of a faulty billing. Looking at the chart, only within a few hours, it accumulated the amount of a monthly charge which is not physically possible. Please refer to the graph as proof:
***
I already paid the full amount but what I'm saying is there are so many people who doesn't know/realize these and they pay lots and lots of money unfairly which we name it burglary.
HI Danyal,
The anomaly has been removed from your usage and your account has been credited accordingly. To refer to this as burglaryis an extreme misrepresentation of the issue at hand. As I mentioned, we do not retain any of your usage charges, there is nothing gained by Priority if your usage is higher, anomaly or not.
They take advantage of their customers. The staff have no idea what they're doing and just charge you random prices. The meter and bill did not match.
Hi John,
I cannot locate your name, email address or postal code in our database. Any search for your email address online results in notifications that your email domain should be blacklisted.
Can you provide some context in to how we have taken advantage of you? How we charge random prices? How did the meter and the bill not match? I cant help you with vague comments and no information to reference.
they call themselves a billing company and in reality they take the money but they have no idea what they are billing me for. They receive an electronic reading from the installed meters, but when I asked them how do they read the meters nobody in their Customer Service was able to give me an explanation. The mediocrity and superficiality installed in this company is proportional with the lousy service they provide. Revdex.com please have a look on the way deal with public. I live in an apartment building, some of the tenants have same issues as I have and we are very determined to take this company to court. ***...first of all is an american company and their services bring no benefit to Canada except headaches.
We are not an American company - we are located in Pickering, Ontario.
The metering equipment at your property is owned by the building, not Priority. As we deal with many different types of metering equipment, readings are not always retrieved the same way. Customer Service staff should have been able to provide an explanation as to how the metering data is acquired, so I apologize for that. The meters associated with your unit send data to our office, those readings and the rates for the utilities for your building are applied to those readings to calculate your invoice. None of your electricity or water charges are retained by Priority.
...Priority knows very well my point of view and my request .
I am still waiting from them an answer to make sense to me and to others in this building..
Their answer is a deja vu....they are experts in retaining money only, nothing else...such a bad experience
I have never heard about a business charging Clients and not being able to give explanations and not having full knowledge of what they are charging the Clients for.....UNACCEPTABLE
They are not even able to handle a payment on line, they have another company for managing money on line and this for an extra charge on us Clients...UNACCEPTABLE
I have worked in many industries/ businesses and I have never met such an unprofessional approach and *** attitude as Priority people exhibit....UNACCEPTABLE
As mentioned, we do not retain any of your utility amounts. Anything billed for your electricity or water consumption is remitted back to the property as your portion of the main utility invoices to the building.
We offer multiple payment options, there is not a charge to pay through online banking, cheque, telephone banking or pre-authorized payment. All utilities and submetering providers use a third party credit card company so that the credit card charges are applied to the customer who chooses to use that service, and thus the credit card charges are not applied across the entire customer base.
I will speak with our Service Department about visiting your unit to check the meters in question - will follow up at the email address attached to your original comment.