ComplaintsforYes Energy Management

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in ******************** at *****, managed by Sentinel. Our water, etc., is provided by YES ENERGY MANAGEMENT. On June 22, 2024 I filed a complaint because *** had overcharged me (reference bill dated June 14, 2024. After I filed Complaint ******** with you, YES reimbursed me the overcharged amount.I received by YES invoice dated August 15, 2024 and they have overcharged me on the trash service ($9.33). I would like to be reimbursed the difference please.I received my YES invoice dated September 16, 2024 and they have overcharged me on TWO services (double the amount for "water" ($26.00) and "trash" ($15.65). I would like to be reimbursed for the overcharge please! I am retired and living on a restricted budget! Help!******* ********* YES customer ********

  Business response

  10/09/2024

  Hello and thank you for your inquiry.
  
  Regarding your trash charges.  If the hauler for Waste Management is late invoicing them, they will in turn add the hauler charges the following month.  Because of this, the Waste Management invoice can fluctuate from month to month.  We have confirmed that all charges billed back to you are correct, but you are going to see fluctuations in this charge in some months.  For your September invoice, Waste Management added some previous missed hauler charges, which is why you had a larger charge.  Charges for October show to be lower again.  No credits can be issued for this commodity as all charges were correct.
  
  Your water charges are under investigation.  It does appear that despite similar usage, you were billed at a higher rate than previous months.  Our account manager is investigating this to see if any possible credits will be due.  I cannot confirm any credits at this time, but please feel free to contact our customer service number on your invoice and one of our agents can do additional follow up if you do not see any credits on your latest invoice.  I completely understand that you are on a budget, so we will do our best to find get an answer for you.
  

   

  Thank you

  
  

  Customer response

  10/10/2024

   
  Complaint: 22313334
  
  I am rejecting this response because:  I still believe you have calculated the charges incorrectly.  The history of charges on my bill are grossly increased for the subject date.
  
  Sincerely,
  
  Deborah Pentecost

• Initial Complaint

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am currently in a lease with FirstKey Homes that is up for renewal as my lease ends on 8/31/2024. I am currently a housing voucher participant and the property was renewed with the housing authority for an additional year. The problem is that ******** homes has not renewed my lease and with me being on housing this puts me in jeopardy of losing my voucher and in this economy and these times I cannot afford that. I pay my rent on time but they will not renew because I have an outstanding balance for the electric bill with about $1300 remaining. Backstory on this is that in December of 2023 I received a bill from the management company Yes Energy Management with an electric bill for $2200. So apparently the meter was not working for about a year so I was not being charged... I didn't know this as I get the bill and just pay it and didn't pay attention that the electric was not being charged. FP&L knocked on my door one day and told me they were replacing the meter and that I should contact FPL because that doesnt fall on me. I cannot contact FPL because I have service through YES, not them. Anywho. Once I got that bill I contacted Yes and they told me this falls on the landlord not them so I then contacted First Key and their representative put me on a payment plan since I agreed if I owed I would pay but I cannot pay 2200 plus my rent plus the current utility charges. Their agent agreed and put me on a payment plan so I call in monthly to pay my rent versus using rentcafe to make sure that my rent payment is applied first. So I pay my rent and current utilities first and then I pay an additional $200 to go towards that bill. And now fast forward its time for renewal and I cannot afford to more so I opted to stay in the property. Everything was fine until this month when a representative over the phone says that I cannot renew unless my balance is $500 or less. Now mind you I only have a past due balance because of the 2200 electric bill.

  Business response

  08/27/2024

  Hello and thank yourfor your inquiry.

  FPL confirmed that there were 4 months of estimated bills coming into the end of 2022.  They put in a ticket to fix the meter due to incorrect meter reads. During this time, they chose not to bill incorrect reads. on Dec 29, 2023, FPL then sent out a bill for the entire missing 13 months (11/21/2022 to 12/21/2023), resulting in the bulk amount due on the invoice mentioned in your complaint. FPL also mentioned that they had some issues internally and the meter replacement was scheduled and cancelled a couple of times which was why this took so long. 
  YES is a third-party billing company and is responsible for passing through FPL charges on behalf of your landlord FirstKey Homes. We do not collect any payments from you on their behalf and we are not authorized to post any adjustments to your ledger unless authorized by your landlord.  Given the short time frame until your lease is up, I highly recommend you contact FirstKey homes directly to discuss your request as we are not able to issue any adjustments at this time without direction from them. In the meantime, we can contact ******** to let them know that you have filed this complaint and are looking for an adjustment to the owed charges and provide them with the detail from the vendor provided above.
  
  If you have any additional questions, please feel free to contact our customer service team at the number provided on your YES statement or email us at ***************************************. 
  

  
  

• Initial Complaint

  06/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Tenants have asked to detail regarding their monthly utility bills generated from Yes Energy Management and still have not got any details such as use, rates, any conservation, explanation of admin fees (who signed that contract). Concerns that they resell local utilities at a profit and can not show conservation of any thing therefore lying to end users. City ordinance indicates no reselling, end consume rights to see usage and rates. Does anyone pay for bill without details. Common sense indicates something is not right with this picture. Your not legally register, either.

  Business response

  07/01/2024

  Hello,

  I will need a little more information in order to research your concerns.  Can you please provide the name of the property and the property address?  Once I have this information, I will look into your concerns.  

   

  Thank you,

   

  Customer response

  07/08/2024

   
  Complaint: 21923141
  
  I am rejecting this response because:

   

  Case has not been resolved.

  Yes Energy Mgmt  have contracts for Goldmark Properties in ************

  All locations for this property management.

   

  They are not very bright in trying to deflect the issue with City and State.

  
  Sincerely,
  
  *******************

  Business response

  07/10/2024

  We would be happy to provide any billing records in relation to an individual that has received a statement from YES Energy Management.  With regards to this specific inquiry, we have not been able to locate ******************* as a tenant in any of the properties contracted in *******, ***  We invite her to reach out with more details and encourage her to reach out to our customer service department directly at ******************************.  Once we have specifics of the property and unit she resides in, we can better address any concerns regarding her billing.
  
  

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I live at ******************** in *************, ********. Yes Energy manages the water, waste, and trash collection for this complex. After being consistently charged approximately $3-$5 a month for trash collection; suddenly I was charged $16.24. When I saw this amount, I thought there must be some mistake. I contacted Yes Energy (Request #********) this month requesting an adjustment. They responded that they use the RUBS method to decide what to charge everyone. I am retired, single, living in a one bedroom apartment. It is unjust for me to pay what residents in two and three bedroom apartments are paying. There are a lot of residents/families crammed into the larger apartments and they dump a lot of garbarge and refuse. Yes Energy should use a tiered method of charging one, two, and three bedroom apartments. The RUBS method for this complex is entirely unjust for the small number of single residents. Thank you!

  Business response

  06/24/2024

  Hello **********************,

  Thank you for making us aware of this issue. I am researching the billing details at your property and will provide you with additional details shortly. 

  Sincerely,

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

  Manager, Yardi Energy

   

  Business response

  06/26/2024

  Hello **********************,
  
   
  
  Thanks for your inquiry. We have reviewed your property billing methods for trash, and although it is a RUBS calculation, it is based on a tiered rate that varies by the number of occupants in a unit. Since there is only one occupant in your unit, your have the lowest charge allocation rate for this billing cycle. However, there was a duplicate billing from the trash vendor in the prior billing month that was the source of the charge increase. This duplicate charge has been corrected by the trash vendor and resident credits will be reflected on your next utility billing cycle.

  Customer response

  06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company will double charge you for utilities bills that's already been paid and refuses to reimburse your money back or credit to your account. Very shady Business practices. IF YOU CAN STAY AWAY FROM ANY RENTAL COMPANY THAT USES YES ENERGY MANAGEMENT!!

  Business response

  05/15/2024

  Hello **********,
  
  Thank you for contacting YES Energy Management regarding your concerns.
  
  YES Energy Management is the third-party billing company for your property management company, per your leasing agreement referencing the utilities addendum section of the lease; we are directed to pass through all vendor invoice charges as they are received for your home.  Provider charges are based on metered usage data for your home. YES Energy Managements responsibilities are processing, posting utility charges and ensuring that residents are accurately billed based on the information received.
  
  We believe your concern stems from the previous call; it was stated that you have paid for electric charges directly to the vendor/local provider of service instead of to the property management company and are asking for reimbursement of said charges that now reflect on both the statement and ledger.How you can rectify this would require you to provide the proof of payment that was made to the local provider for the said amounts and reference dates to the property management company. Once this can be confirmed by the property management company,they will be able to update the ledger to reflect the balance accordingly.  
  
  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  YES provides services for Willow ***** apartments, the issue I have with YES their rates and billing are incorrect. There isnt a single person that lives by themselves in this apartment building, however if a tenant lies on who is in the building living with them, Im billed for those people. For example if there is 1 person on a lease and residence falsify that information were billed the difference. Making my bill 129 dollars. This is extremely unfair and YES is benefitting from those falsifying documents from the residence.

  Business response

  04/09/2024

  Hello *******************,
  
  Thank you for reaching out to YES Energy Management regarding your concerns.  We are requesting a bit more information to locate your account. Once that has been provided, we can confirm the billing method as requested.
  
  Please provide us with a copy of your invoice or your resident id and address.
  
  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have lived in our apartment for almost 1 year now, since June. When we first moved in we expected our water bill to be a little high because they informed us that it was billed by the building and not by the unit, but we were also informed that it would be calculated by how many people are in the unit and how many bedrooms. It is now April of 2024 and our water bill is $165.00! That is absolutely ridiculous! Its only 2 people in our unit and we only have one bedroom and one bath! I have called yes utility in the past to get answer and barely got anywhere!

  Business response

  04/03/2024

  Hello *******************,
  
  Thank you for reaching out to YES Energy Management regarding your concerns.
  
  Reviewing your account, you are billed using the RUBS method 100% based on weighted occupancy. This means you are allocated your portion of the water based on two adults. When looking at other like type units your charges are inline with the same occupancy. Please note that the Master Meter Invoice (MMI) used for the March 2024 did have increased overall usage for the community, therefore this would impact overall allocated amounts. Fluctuations are normal depending on season, time of year and resident behavior. This will vary month to month. Please be aware as the community is coming out of winter billing, more usage is likely to take place in the upcoming months.
  
  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was billed for the apartment I moved out of in February of 2024. They have bill me for 60 days and I am no longer at this apartment complex. I have a bill for March 1, 2024 and April 1, of 2024, at ************************. When I called the leasing office on 3/14/24 ********* at ************************ stated I was no longer on the leased but they continue to send out a bill under my name when I spoke to them on March 3, 2024 to ensure this would not happen. I call E Energy customer service and they always states it is the apartment owner who send out the information to them to bill the residents, when I called on 3/13/24 ********* said it is the company fault that I am being bill she knew nothing of it this has been a constant problem when I did stay their and the company would never correct the billing. I need this resolved immediately.

  Business response

  03/14/2024

  Hello ***********************,

  Thank you for reaching out to YES Energy Management regarding your move out concerns. We have reached out to the leasing office to get the needed updates and will be providing you with an additional follow up once this is complete.

  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

   

  Customer response

  03/18/2024

   
  Complaint: 21430860
  
  I am rejecting this response because: ******************* never sent me the new bill showing I owe zero dollars if I do not receive it my intent will be to *** both companies and they have been notified.

  
  Sincerely,
  
  *************************

  Business response

  04/09/2024

  Hello ***********************,
  
  Thank you for your time while we did work with the leasing office to have the move out date updated.
  
  We can confirm the leasing office has updated the move out date for you to reflect 3/01/2024. Please note that the requested letter showing no further obligation must come from the leasing office; YES Energy Management is the third-party billing service provider, and the lease contract is between you and the apartment complex. Therefore, if you have not already received the letter since our initial inquiry on your behalf, we do recommend that you contact the leasing office directly to obtain a copy.
  
  We do hope this helps address your concerns.
  
  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  And will pursue with legal actions with the leasing company for failure to respond and continue billing without correction even after 30 day notice given in the

  month of February 2024.

  
  Sincerely,
  
  *************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am getting over-billed for water and wastewater. There is discrepancy between my water meter reading and my water bills data. I have been monitoring my water meter (inside my apartment) daily for months, it shows correct actual usage. The accumulated overcharge more than ****** gallons of water +server, almost $2,000.00 so far. Did not have any leak or water running. Billed ***** gallons of water + server only in December (being in hospital for cancer treatments) One person household.Yes Energy Management and my property management pointing each other for resolution, giving me false information and continue overcharge, disregards the rules. I am renting the same apartment for 10 years. Higher water usage/overbilling started since Yes Energy Management is the "billing company"

  Business response

  03/14/2024

  Hello *******************************,
  
  Thank you for contacting YES Energy Management regarding your concerns.  We have reviewed your account and wanted to let you know the meter isn't manually read from in your apt so the face of the meter will differ from the transmitted read reflected by the transmitter shown on the billing statement. The meter collects the usage and then sent to the transmitter connected to the meter which sends the information used for billing. The usage and reads are obtained via Wi-Fi. The reads are consecutive from month to month and the Wi-Fi read is the most accurate measurement of your usage monthly. 
  
  When reviewing your usage on the 2/202/2024 statement, it shows there was higher usage recorded starting on 12/9/23 thru 1/21/24 and whatever was causing the higher usage has been corrected.  When we see higher usage taking place, it can indicate water running in the unit. This may be from a faulty flapper allowing seepage from the tank to the bowl or a dripping faucet. We have attached the newest statement dated 3/14/2024, and you can see the usage significantly dropped from last month.
  
  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

  Customer response

  03/18/2024

   
  Complaint: 21410119
  
  I am rejecting this response because:

  Did not answer/explained the discrepancy. Why my water meter reads differently than data of my bills?

  Need to be properly investigated, verifying that there is no technical issues (WIFI). This could lead to inaccurate billing.

  The discrepancy is over ****** gallons what I over paid. Roundly ****** gallons only in December and January.

  I did test my water meter by monitoring consumption. It works fine, it shows accurate usage.

  In short, I prefer an investigation to show the cause of discrepancy, correct all the data to be reimbursed and bill the accurate usage.

  Your last bill overcharged me 90 gallons water + sewer again in February.
  
  Sincerely,
  
  ***************************

  Customer response

  04/03/2024

  Dear ***********************,
  
  I have some concerns about my case.
  As I am still getting over-charged by Yes Energy Management I did some research.
  
  - I found that, my property has Aclara technology, AMI network ( ******************************************************* )
  for wirelessly read water meters. 
  
  - Also found that the transmission unit what should transfer data has damaged cables and may not installed properly 
  
  This transmission unit (MTU) is installed above my apartment, in apartment 82. We both have the same unit and the renter in apt 82 is also highly over- charged by the utility company.
  
  - I also contacted Yes Energy Management again by email (attachment) and forwarded to Caraco property Management too as they both access the whole system.
  
  - This technology also has costumer portal (***************************************) for real-time water metrics, alert, where costumers could examine their water usage (leak detection)
  Unfortunately, it is not accessible for costumer. (?)
  
  - Probably the system/ AMI network doesn't work, or they don't use it, there is not any water meter reading wirelessly or over-charging renters do cover other expense.
  
  - Why is the property management misleading the newly renters saying that there is no water meter, they divide the water usage per apartment/person? All apartment has water meter. Giving false information:
  
  
  
  - Why is each renters charged $0.95 by Yes Energy Management/Yardy for online rent/utility payment on the Caraco Property Management portal?
  
  - Why Yes Energy Management charge a $3.00 administration fee each month to each renter and not sending bills.
  Renters have to call for get a bill, just to find out that they have a water meter reading what far higher than their water meter shows and the difference between enough to fill up a pool .
  
  I am asking your advice to resolve these issues. Must be regulations, rules and standards set by authorities.
  
  Sincerely,
  
  ***************************
  

  Business response

  04/17/2024

  Hello Mrs. ***************************** just wanted to let you know that we are looking into your inquiries and will be getting back to you as soon as possible. Thank you for allowing us the time to review everything to ensure we are relaying the correct details. We will have more details for you in the upcoming days. 

  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

  Customer response

  04/21/2024

   
  Complaint: 21410119
  
  I am rejecting this response because:
  This is the only response for the past over 3 months I am getting from the company, while their keeping over-charging and never give any answer or resolve the problem
  Sincerely,
  
  ***************************

  Business response

  05/01/2024

  Hello *************,
  
  Thank you for your patience while we reviewed the meter information and usage taking place.
  
  We had our ************* team review the meter data health and as previously stated we are not finding any issues present in the data reads themselves or the usage collected. The Wi-Fi signal is consistent, and we are receiving good data. We have contacted the leasing office and YES Energy Management and the property manager both agree the next step that can be taken is to look at the meter directly. We have added your unit and the neighbors unit that shares the meter to the next service visit to the property which will take place in June or July. Once we have a more specific date range and time, you will get a notice from the leasing office so you can allow our Field Technician to gain access to the meter. You can be present at this appointment as well.
  
  While we do apologize the length this is taking, we do want to ensure that we are getting to the bottom of your concerns and will keep doing our due diligence to help get this resolved.
  
  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

  Customer response

  05/06/2024

   
  Complaint: 21410119
  
  I am rejecting this response because:

  Yes Energy Management and the property management should "look at the meter" already in January or February when I complained about the ****** gallon water charge in 2 months period and the bill`s "reading" showing over ****** gallons of water over charge.

  The water meter not shared, every apartment has their own water meter. The transmitter has 2 line in/out serving 2 apartment. You should know it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living at "*****************************" since 2021. The apartments were brought out and switched water companies to YES Energy. We are being charged back charges from January 2023 -September of 2023 HOWEVER, YES Energy did not put in meters until September. We were initially told that we would not be responsible for the water charges per the staff in the front office, but now suddenly we are. When I called YES Energy to get a balance on what I "owe" I was informed that I could not get that information and that I would have to open a case and someone would get back with me in 2-3 business days. I'm just trying to figure out two things. 1, how am I being charged for a period that you all didn't have meters installed and 2, how much is it that is supposedly owed for each month that I am required to pay now? I demand answers and I demand them immediately before this becomes a legal issue!

  Business response

  03/12/2024

  Hello ***********************************,
  
  Thank you for reaching out to YES Energy Management regarding your concerns.
  
  Confirming our original response to you, meters were installed on the hot water side only. The 1st three billings did not include any cold-water charges (Sept-November statements).  Charges were then reconciled to reflect what should have been billed for cold water and will be billed back to residents in two parts - the first 1/2 on Jan 2024 statement and the second 1/2 on Feb 2024 statement. Billing setup has been updated so that as of Dec statement water/sewer charges are correct. 
  
  Water & Sewer Charges are billed with a Sub Meter Ratio;hot water metered - cold water allocated. Moving forward charges will be for one month as reconciliation is complete. 
  
  As far as the information provided by the leasing office, we are not able to speak on their behalf and recommend that you follow up with them on this matter.
  Should you have any further questions or concerns, you may reply to this email message or contact YES Energy Management at the phone number listed on your statement. 
  
  Best regards,
  YES Energy Management Team

*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. ↩