ComplaintsforPioneer Energy Management, Inc

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PEM just became the new water management company for a condo that I own. PEM estimated the first two month. The water bill came to $148.02 for 2 months for a vacant condo. ( the water bill was around $16.00 with the old company Guardian who used to manage the water) the third month was an actual read, showed 0 usage because the previous estimated amount was so high. With 0 usage, the bill is still over 29.00 for the month due to their normal fees. Since I was overbilled for the first two month, the bill should be adjusted to reflect this. The lady at PEM says they can’t adjust it and I just need to pay the bill passed on the overbilled amount due to the ridiculous estimated bill. With 0 usage, how can a bill still be over 29.00. Usually the sewer fee is the largest amount on a bill. These are not individual homes with a sewer tied into the main. These are 48 condos with shared sewer lines ties into one main. This company should not be allowed to get rich off taking advantage of people using public utilities.

  

  Business response

  09/23/2024

  Hello! I am able to see your concerns were address and your account was corrected with Pioneer Energy Management. As you mentioned, we are new to servicing this community so we would have no idea that a property is vacant until you upgraded your meter with the appointments we have been scheduling. Now that we are aware the property is vacant, we were able to fix the bill. Also, now that we have replaced the transmitter, bills going forward will be based off actual usage from the property.
  
  We are not a utility company, meaning we do not own, purchase or distribute commodities. We are a service for companies such as apartment communities, HOAs/COAs. In your case, ********* **** owns the infrastructure, we collect on their behalf and send them their money when bills are paid. They are the customers of Columbus City Water. They receive one bill per month based on the master meter (known as the source bill) and they pay invoice. We do make no profit on water and sewer consumption.
  
  Happy to assist you if you have any further questions!

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pioneer energy charged me 2 NSF fees On 5/28/25 & 07/19/24 ***** fee And a disconnection fee 125 7-16/24 and I was never disconnected. I need these fees waived . I have already talked to Pionner and they told me my bank account had to have the exact amount of charge in my bank for a week for my fee to be waived. If an amount comes out. Any human would assume its processed

  

  Business response

  08/13/2024

  Hi *******. We apologize for any confusion regarding the fees applied to your account for disconnection and returned payments. Let me take a moment to explain each process.
  
  The disconnection notice you received stated that payment needs to be made by noon the day before disconnection to avoid additional fees. Please see attached the highlighted wording from your notice that explains the disconnection fee of $125 will be applied to your account if payment is not received at that time. As of July 15, 2024 at noon, the day before disconnection day, we had not received sufficient payment on your account to avoid the $125 disconnection fee.
  
  On July 16, 2024, the day that disconnections occurred, you made a payment at 9:42 am in an effort to avoid your electric being shut off. Since we received your payment we did not disconnect your electric. However, the fee was still applied to your account since payment had not been received by noon the day before.
  
  I have also included our Return Payment Policy. This policy explains that a return fee of $75 can be charged for the following reasons: insufficient funds, closed account, disputed payments, account frozen, stop payment, unauthorized payment, unable to locate account and non-transaction account. You received two fees because sufficient funds were not in your account at the time the payment was made. Unfortuantely, it takes roughly a week to notify customers of returned payments due to the timing it takes for banks for notify PEM and for our team to make those adjustments to customer accounts. To have this fee waived, customers must provide ********************** with a bank statement to verify that funds were in the account at the time the payment was made. 
  
  If you feel as though the return payment fees have been applied to your account in error, please contact a member of our customer support team. We are happy to review your account and waive any fees that you are able to supply bank statement proof for. 
  
  If you have any further questions or concerns, please let us know. Thank you.

  Customer response

  08/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22104946
  
  I am rejecting this response because: 
  I have not received a response from the company.
  Regards,
  
  *******************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am forced to use this company for water at my home. They charge ridiculous fees for payment, no matter what payment method you choose. They change their fees bi-annually, forcing you to switch how you pay so that you can choose the payment method that charges the least, and then their system doesn't autopay on time, causing you to incur additional late fees, or they deduct from your account without prior authorization. It's a racket. This business scams everyone who is forced to use its services. Oh, and when you call, they're either "out to lunch," or you dial an "invalid entry" on the call system, so they're incredibly difficult to reach.

  

  Business response

  08/13/2024

  Hi *********. We wanted to take a moment to address some of the concerns from your recent complaint. 
  
  As of July 18, 2024, our offices close from 12pm to 1pm in an effort to allow our customer service representatives to take a lunch break. Our call system tracks missed phone calls and we work to call all customers back as soon as we return from our break. We do apologize though, if you have had any difficulty reaching us during this timeframe. 
  
  Also, we have historically adjusted our payment processing fees once a year, not bi-annually. The following fees began as of April 1, 2024 -- all credit and debit card transactions will be subject to a 3.75% processing fee (with a minimum fee of $2.00), while all ACH payments will incur a $1.75 fee per transaction. Customers do have two options to make a fee-free payment, by either mailing a check to us or signing up for BillPay through their banking institution.
  
  In reviewing your account, our records indicate that you were signed up for automatic payments from June 2022 through March 2024. On March 4, 2024, you deactivated your automatic payment set up. From March through May, we did not receive a payment from you, resulting in late fees being added to your account each month.
  
  On May 23, 2024 you re-activated your automatic payment set up. Also on that day, you initiated a one time online payment in the amount of $116.31, which was the total of your past due bills, excluding the late fees you had incurred.
  
  I have included a screenshot of the notice customers agree to when signing up for automatic payments through our online portal. It states "By choosing the AutoPay option, you agree to have funds withdrawn from your saved account on a recurring basis. AutoPay transactions will be activated after the next regular bill is issued and will process 4 days prior to the due date on the bill."
  
  Since you re-activated your automatic payment set up on May 23, 2024 and did not pay your full balance, our automatic payment system processed a transaction on June 10, 2024 as designed for your remaining balance of $11.78.
  
  I have included your account ledger for your review, along with an account log showing the dates that you activated or deactivated your autopay set up. We recently waived a late fee after speaking you, which you can see notated on your ledger as well.
  
  Please note that any late fees that you have incurred have not been due to an issue with our automatic payment system, but instead non-payment by the due date on your bill. If your account is not paid in full, that remaining balance is subject to a late fee. 
  
  We hope this explanation and the attached ledger help clarify what has taken place on your account and how our fees and automatic payment process works. If you have any further questions or concerns, please reach out to our team and we would be happy to discuss this further. Thank you.

  Customer response

  08/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22099871
  
  I am rejecting this response because: Your business runs inefficiently and uses out of date systems and that makes for it difficult for your customers (many of whom did NOT choose your business) to be successful with their payments. As an Operations Director, this is one of the most poorly run businesses I have ever had the pleasure (nightmare) of working with. If I did have a choice, believe me, I would select another water provider and will be looking into ways to do that. 

  
  Regards,
  
  *******************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pioneer Energy Management billing scam:I am being billed ***** for Sewer - DCRSD (attachedPioneer bill pdf)the correct price should be $23.40 (attachedDCRSD pdf)I live in a one-bedroom apartment at Orange Grand Communities in ********, **, and despite using energy-efficient smart lighting and minimal water, my monthly bill is now over $200. Here is an example I dug into that will explain the PEM's scam (I'm sure they do this for all other utilities on the bill as well). According to the Delaware County Regional Sewer District (DCRSD) pricing table, the cost for sewer for efficiency and one-bedroom apartments should be $23.40. However, Pioneer is charging an outrageous $*****.When I contacted both Pioneer and DCRSD, Pioneer falsely claimed that they have to charge everyone the same rate as if it were a single-family residence. DCRSD clarified that each building is charged a negotiated rate when the service is established, meaning the actual cost per unit is likely much lower. This practice seems not just deceptive, but potentially illegal. It appears that Pioneer is masking the true cost provided by DCRSD while inflating the rates they charge tenants.An honest approach would include an additional line on the invoice stating: "PEM broker fee (example): $89.36 (electric, water, sewer)." This would transparently indicate the extra charges being added, reflecting the true costs more accurately. However, Pioneer's current approach obscures the real costs and unfairly overcharges tenants, which is both unethical and misleading.I spoke with ******, the PEM customer service manager, and she confirmed that this is how Pioneer Energy profits. PEM simplifies billing for property owners, but Pioneer charges both property managers and tenants. It seems 30-40% of each tenant's bill is Pioneers profit, disguised as utility fees with the utility provider listed on the invoice.

  

  Business response

  08/08/2024

  Hi ****. We apologize for any confusion regarding your Pioneer Energy Management bill and rates at which your usage is being charged. We bill the rate that is listed under "Condo" when individualizing *************************************** (*****) bills. The regulatory language around rates and billing is that it is permitted to bill a resident the rate established for a similarly situated customer being serviced directly from that utility provider.
  
  In the case of apartment communities, we align the most similarly situated customer as the condo user. In a hypothetical scenario, where the apartment user owned his unit and was serviced directly, it would not be classified as an apartment, it would be classified as a condo through *****.
  
  ***** offers discounts for apartments for a few reasons, among them is that there is a single bill and single account that pays for the entire community. So, while we understand that the actual charge we receive for a one bedroom apartment's sewer is slightly less than what the condo rate is, the difference in these amounts is what allows us to offset the additional logistical and operational costs of separating that single bill into hundreds of individual bills for the community. These logistical efforts not only include the issuing of hundreds of bills every month, but also the time and manpower needed for account ********************** responsibilities, collection efforts, and to remain compliant in mandated record keeping.
  
  We hope this helps to clarify the ***** fee that you see on your monthly bill. If you have any further questions, please do not hesitate to contact us. We would be happy to discuss this further with you.

  Customer response

  08/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22048631
  
  I am rejecting this response because: 

  Your response just highlights how Pioneer Energy Managements billing practices are a blatant scam. I live in a one-bedroom apartment, so according to the regulatory language you cited, a similarly situated customer would be another one-bedroom apartment, not a condo. I should be charged the rate for "Efficiency & One Bedroom Apartments" as defined by the ****** which is $23.40, not the $39.00 you are charging under the "Condo" rate. This is not a minor discrepancythis is you deliberately misclassifying the units to inflate the charges.

  Youre hiding behind the utility providers name to mask your own price gouging. Youre not passing through the actual cost but instead padding it with whatever amount you want, then labeling it with the utility provider's name to make it seem legitimate. This is nothing short of deceptive and unethical. Your so-called clarification just proves my pointPioneer Energy Management is exploiting tenants by charging inflated rates under the guise of regulatory compliance. This is a scam, plain and simple. Many other negative reviews echo this exact issue, further proving my point.

  
  Regards,
  
  Mark

  

  Business response

  08/21/2024

  Hi ****. We apologize for your frustration regarding the ************************ Sewer District fees included on your monthly bill and our decision to bill you as a similarly situated customer as a condo user. As a sub-metering company, we do not break down these fees per customer based on their individual floor plan style within an apartment community. As previously explained, we are permitted to bill a resident at the rate established for a similarly situated customer. We understand that you do not agree with this decision and apologize for the increased cost and frustration it has caused you. While we understand you do not agree, we feel as though we have explained our position in regard to these fees. If you have any other questions pertaining your account with us, please let us know.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a tenant at ******************************, ****. We were paying our water directly to the rental office because the units did not have water meters in them, so I guess the total of the bill was divided by all the units and the rental office paid the bill.

  Our lease says we are to pay $60 a month for water, and then they decided to go with pioneer Energy Management. I was told our bill would NOT go up as long as we stay at or under using 2000 gallons of water a month. Last month was the first bill and they were only to bill half a month at $30 and they tried to sneak in a whole months payment at $60. I was having none of it and called them on it, and they corrected it. This month they added a bogus charge of $20.01 called water and sewer usage.

  I know it's bogus because I actually went to the water department and spoke with the billing clerk, and she confirmed this charge was not a valid charge. Water and sewer usage is actually a part of the water and sewer base charge, which mine is $44.46. There is an actual capital expense that is valid and of. course they have to ***** us for even more money by charging us a $6.50 water billing fee. With their bogus usage charge my bill totals $82.59.

   

  

  Business response

  07/26/2024

  Hello ****. We apologize for any confusion regarding your monthly water and sewer fees and usage since Pioneer Energy Managment has taken over the meter reading and billing responsibilities of your home.  
  
  Your community was previously on a flat rate billing system. Under the previous flat rate billing system, individual usage was unaccounted for and all resident bill amounts had to be estimated from the communitys master water and sewer bill.  Under that billing system, low-water users were unfairly subsidizing the high-water users, leaks went undetected and there was no incentive for water conservation. Since then, an individual water meter was installed in your home. Under the new, metered billing system, you now only pay for water and sewer that you actually use.
  
  On your bill, you will see the following charges: water and sewer base charges, water and sewer usage charges, capital improvement fees and a water billing fee. 
  
  The water and sewer base and usage charges are calculated based on your actual usage and are charged at the same rate the city bills for. We break out the base fees from the usage fees for transparency. The capital improvement charges are based on a Pataskala city ordinance, where for every ***** gallons used, $3 is added to the bill for water and $3 is added for sewer. The water billing fee is including on your bill to cover the cost for reading your meter, generating your bill and managing your utility account.

  A member of our customer support team plans to contact you soon as a follow up to your recent call to our office. We hope that between this response and having the opportunity to speak with a member of our team, we are able to answer all of your questions and provide clarity to your monthly bills. If you have any further questions or concerns, please feel free to contact us again. Thank you.

  Customer response

  07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22042374
  
  I am rejecting this response because:  PEM billing a separate charge for water sewer usage and for Capital improvements, after going directly to the Pataskala water department I was told that both of these charges are included in the total calculation for my usage of water for 2000 units which is $56 46. The separate charges PEM is billing is them trying to make extra money off tenants who are already paying ******* to ******* a month for rent, and some are paying 200 to 300 for Electric. This billing practice is not acceptable! Being dishonest will get you nowhere, I have attached the written breakdown from the water billing Clerk for Pataskala, and she stated these charges do include usage and capital improvements, so please do not keep lying about these extra charges!
  Regards,
  
  ***********************

  

  Business response

  08/08/2024

  Hi ****. We're sorry to hear our previous response did not clarify the charges on your bill. PEM billing will mirror a bill the city municipality would send out in regards to charges, base, usage and capital improvements. PEM does add on our own service fee ($6.50), but the other charges on your bill are at the same rate determined by the city. PEM breaks down these billing charges for transparency which is why the base and usage are two separate line items; on a city bill these may be lumped together.

  Base fees are set by the municipality and are in place so that even if no water is consumed a bill will still generate income. The usage charge is the amount of water used during the billing cycle and the final charge of capital improvement is a city ordinance. The ordinance states that for every ***** gallons of water used a $3.00 charge for water and a $3.00 charge for sewer is charged. So for every ***** gallons of water used a $6.00 charge is added to the bill. All of these amounts are determined by the city, which we simply display on your bill each month.

  PEM is not adding any additional fees into your usage charges, these are the fees for the water you used in your home during the billing cycle, charged at the rate the city has determined. 

  If you have further questions, please call our office so that we can speak directly with you. Thank you.

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22042374
  
  I am rejecting this response because: 
  PEM has not resolved my complaint or any other within my apartment complex. If you look at their response it is word for word from their previous response, however they keep neglecting to explain why they are charged me an extra charge of $20.01 for usage which they still have not explained. They do NOT mirror our water department and they also used another county's water billing charges on our first bill and still never credited any of our residents water bills. Then again PEM has over 41 accounts that I am aware of from **** alone with the BBB and none of the are resolved. They may be closed, but people get tired of arguing with crooks, I have all day to fight for what is right and won't stop until they correct my first bill, and refund my $20.01 for the extra usage fee they charge me water/sewer.

  
  Regards,
  
  ***********************

  

  Business response

  08/13/2024

  Hi ****. We are sorry to hear that our last correspondence did not provided the clarification you were looking for. Please let us take a moment to explain further.
  
  First off, you are correct that there was an error on the entire community's first billing. The community was charged Southwest ************** Sewer District (SWLCSD) rates, but should have been charged City of Pataskala rates. This issue was identified and corrected. According to the reconciliation that our team completed for your home, you would have been charged an additional $3.09 in base charges on the first bill which was issued on July 8, 2024 if City of ********* rates had been used. However, per your property management company's instructions, PEM left your bill as originally issued, rather than place a true-up charge on the account.
  
  Also, per your property management company, you are no longer being billed via metered reading. Instead, you have reverted back to flat rate billing as stated in your lease with the community.
  
  Per the flat rate fees and City of Pastakala's calculations, below is the equation that determined your bill:
  
  City of *********:
  Capital Improvement Charge = $6.00/1,000 gallons as noted
  Monthly flat fee water = $15.57
  Monthly flat fee sewer = $28.89
  Tiered water usage rates: Per the City, the first ***** gallons per each master meter is covered under the base fees. The ***** gallons is divided among the residents, bringing the tiered amount to 587 gallons per unit. Therefore, the tiered rates per unit are ***** gallons = $0.00; all usage over 587 gallons is charged at $0.01482/gallon per the published rates.
  
  The below is the calculation for the usage fee in question: 
  1,938 gallons used
  - 587 gallons (covered under minimum)
  = 1,351 gallons
  1,351 gallons x $0.01482 = $20.02 (rounded down on the billing to $20.01)

  Please take a moment to review this information and let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill for a leaking water meter for $329.00 that is due to be paid by 07/12/24. I live in a condo. I am the original owner for 24 years. Neighbors in here told me the water meter belongs to the water company, pioneer Energy Management, call them and they will replace it which I did but was never told l had to pay for it or how much it was. I was shocked when I received the bill! When I called them I was told I had to pay for it. I don’t believe this is my responsibility and being 79 and on a fixed income I told them I can’t pay for it by the dur date and was told it would cost $55 more to make payments!

  Customer response

  07/16/2024

  
  Yes. My complaint number is ********. My name is ******* *******. My number is ###-###-####. And what I want to know is I owe $329 to Pioneer Energy Management, and I am disputing that. And anyhow, it's due the 12th and they told me if I needed to make payments that it would be $55 more. So I was wondering how this is gonna work if I'm gonna have to end up paying $55 more. That's kind of my question. Let's see, I have to go to ***** City and I probably won't be back, let's see. You could probably get me between 315 and 340, otherwise I'm not going to be here. I have to be at church at 4, and I won't get back to my appointment until then. So if you could give me a call back, I'd appreciate it. Thank you very much. Or leave me a detailed message. Thank you.

  

  Business response

  07/17/2024

  Hi *******. We apologize for any frustration regarding your experience with Pioneer Energy Management. Your home recently required a water meter replacement due to a leak, and the fee for that replacement was added to your account. We understand that this additional expense can come as a surprise and we want to help you keep your account current. You have called and spoken with a member of our customer support team and we offered to set up a 6-month payment plan to help pay down your outstanding balance. Furthermore, we have offered a one-time late fee removal should one be added to your account. 

  Again, we apologize for any frustration caused by this added expense and we hope that the payment plan we have offered will help you pay for the cost of replacement over a longer period of time. Should you have any further questions or concerns, please contact our team again so that we can address them. Thank you.

  Customer response

  07/19/2024

  What they didn’t say is that they add $55 more to allow me to make payments. What does the water meter cost them?? Someone needs to oversee that!! $329 for a water meter?? Who oversees this? They are gauging the public!!!!!

  Customer response

  07/26/2024

  What is pre-purchase information? Do you oversee this company or who does? What are they paying for the water meter?? When they are charging the public $329!? I can’t believe no one has asked this question before! They are gouging us! !!!!!!

  

  Business response

  07/29/2024

  Hello *******. We apologize if our last response did not answer all of your questions. We would be happy to explain further. 
  
  As the owner of your condo, you are also the owner of your water meter, and therefore are responsible for the cost of your water meter replacement. Since the meter in your home was leaking and needed replaced to prevent unnecessary water usage or damage to your home, our field technicians replaced your water meter. The amount that was added to your account was for the cost of the meter itself, along with an installation fee. 
  
  In an effort to help you with this unexpected expense, we agreed to set up a payment plan. This 6-month payment arrangement was based on paying your current bill, along with an additional amount that would go toward the water meter replacement. This would allow you to stay current on the most recent billing cycling while also paying down the water meter replacement balance.
  
  Our records indicate that you have chosen to go ahead and pay the meter replacement cost in full instead of following the payment arrangement. We appreciate you making the effort to take care of this balance in full. If you have any further questions or concerns, please let us know. We would be happy to assist you.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are forced to use Pioneer Energy Management (PEM) because of the apartment complex where we liveJerome Grand. They have repeatedly charged extra fees for a paper bill and then paying online. They dont even provide the electricity or water. They are just a billing company. We have had tons of outages and never get any credit on our bills. In addition I feel like their charges are more than other companies. But we are captive and cant switch to another company. The final straw was now being charge $1.75 fee for direct withdrawal from my checking account to pay my bill. This is an ACH payment and comes directly from my bank. Ive checked with 5/3 Bank and this is the only way I have to pay. I pay all my online bills this way. NO OTHER company charges a fee. So why should PEM.

  

  Business response

  06/05/2024

  Hello ***. We apologize for any frustration that has been caused. We offer several methods for our customers to make payments. All payments made through our online portal or over the phone are considered electronic payments and will incur a payment processing fee. This is simply the cost of processing the transaction and PEM does not profit from this charge. Customers have two options to make a fee-free payment, by mailing in a check/money order or to send the payment via BillPay through a banking institution. In reviewing your account, you are currently making electronic payments with a bank account and routing number through our online portal. This is an electronic payment, and therefore your payment is subject to the processing fee. You are also able to avoid the paper bill fee by signing up to receive electronic statements, which we see you have done. If avoiding these fees are important to you, we would suggest you set up bill pay through your bank, where they will mail a check on your behalf to make your monthly utility payment. If you have any questions or need assistance, please do not hesitate to reach out to our customer support team.

  Customer response

  06/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21791063
  
  I am rejecting this response because: 

  I contacted my banking institution and they ****************** do not offer any type of Bill *** program. They said the way I am paying PEM through ACH payment directly from my checking account is the only way to do this. In fact, the teller I spoke to said that there is no charge for this type of payment. So PEM should not be charging $1.75. All my bills are paid this way. No one charges a fee but PEM. This is wrong. And just plain unacceptable. I was told about getting the email bills and then paying by mailing a check. This still costs money (stamp) and Ive had problems with PEM saying they didnt get the bill by the due date. In my mind, this is STILL not a solution. I am forced to have this company in my life and I think it is wrong they can charge all these fees when no other company does this. 
  
  Regards,
  
  *************************

  

  Business response

  06/19/2024

  Hi ***. In reviewing your account, we can see that you are paying with your ACH information through PEM's customer portal. This process is considered an electronic payment or an echeck, and therefore subject to the processing fee. The processing fee is not applied because of your bank, but rather our payment processor that considers an online ACH payment as an electronic payment.

  We often recommend to our customers who are looking to avoid the electronic payment processing fees to set up BillPay through their banking institution. With this process, you would submit a payment through your online account with your bank, instead of through your customer portal with **********************. Your bank would then send PEM the payment directly, which would allow you to avoid the processing fees our online system applies.

  We have included a copy of your account ledger with our response. On this you can see each of your recent payments is coded with an online payment ID, which is confirmation that you are paying through our online portal versus BillPay through your bank. Payments that are sent through BillPay are coded as "Lockbox Payment". We also included a screenshot of another customer's account to show you what that looks like.

  We do apologize for any confusion or frustration you have experienced. We hope the above explanation clarifies your payment options. Should you have any further questions, please contact a member of our customer support team. Thank you. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Description: Has been paying an outrageous amount of bill. 5-6 hundred dollars per month. Was told her furnace was the issue. Says shes unplugged everything during the day to save money. Is being given different answers every time she calls. Says was told by there a possibility them utility company. Says **** told her to call us. "pioneer energy management" - third party utility company not regulated by ****

  

  Business response

  06/04/2024

  Hi ********. We apologize for any frustration you are experiencing with your Pioneer Energy Management bills. We have included in our response a copy of your account statement. Your account was last at a $0 balance in January 2024. Since then, your account has not been paid in full each month due to missed payments or payments less than the full amount, resulting in late fees being applied to your account.
  
  In reviewing your usage, the meter appears to be functioning properly and has provided actual reads, as opposed to estimated reads, for each billing cycle. We understand that you would like your meter audited and are currently waiting on approval from your apartment community to schedule one of our field technicians to come out. This appointment will be scheduled on a date and time that you can be present. We will contact you as soon as we are able to schedule this appointment. If you have any further immediate questions, please do not hesitate to reach out to a member of our customer support team. Thank you.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since I have moved into this apt complex and had pioneer my electric is always extremely high! I have had several disconnect notices even when my bill is paid down somehow the next month is still high! I have followed their directions when it comes to the the thermostats and everything it’s still high! They don’t hav payment plans or anything! When it was extremely cold and we had that bad blizzard they still were going to cut our electricity off! I want to move because in all my years on this earth I have never in my life seen electricity bills so high especially when you aren’t using a lot of electricity! They don’t care if it’s cold or if it’s hot they will turn your electricity off! They are robbing people blind it’s ridiculous!

  

  Business response

  05/07/2024

  Hello ********. We apologize for any frustration or confusion regarding your water and electric utility bill and the notices you have received in response to your continued unpaid balance.

  Our pricing for all metered services are billed from your actual usage and charged at public rates, per Public Utility Commission of Ohio rules and regulations. As a condition of the partnership between PEM and your property, PEM applies the same or lower rate to your electric usage as the local host utility (AEP) would for residential service. In other words, the rates applied at your property are no higher than if you were a direct customer of the host utility (AEP). If you would like to check our rates against AEP you may go to: **************************************************************

  According to our records, your account has not been brought to a $0 balance. Carrying a balance from one month into the next has resulted in late fees being applied to your account along with the disconnection notices that you have received. Unfortunately, we have received four payments during your residency that resulted in non-sufficient funds. We worked with you in 2023 to set up two different payment plans, both of which were defaulted on for not making payments as agreed. 

  You account had a balance of $155.48 in November 2023 after an assistance check of $1940 was applied to your account. However, your current account balance is at $704.32. Any unpaid balance is subject to a late fee and disconnection notice. With that said, we do our best to work with our customers to prevent disconnection and always take into consideration of extreme weather temperatures in the winter and summer months.

  In reviewing your electric usage, you have had higher usage than the community average. However, your usage this year has been in line with the electric usage you experienced last year. We appreciate that you have taken some of our suggestions to lower your electric usage. The FAQs page on our website provides some good information as to what can cause high electric usage, along with additional information on the line items that make up your utility bill. You can check it out here: ****************

  If you have any further questions or concerns, please feel free to reach out to a member of our customer support team. 

  Customer response

  05/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  First off I have not had four nsfs on my account I make sure of that. I don’t use a lot of electricity at all there was a recent pledge to my account in march and your speaking of last year. My recent pledge to my account had paid my balance so confused why I still have a balance?
  Complaint: 21665755
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** *****

  

  Business response

  05/17/2024

  Hi ********,

  We recently received a pledge that paid the majority of your outstanding balance, in addition to two other payments. Your current account balance is $422.32. Please find your account charge and payment history attached, which dates back to November 2022. Our records also show that you have set up a payment plan for the remaining amount owed on your account. We appreciate your communication and effort to settle your current balance. If you have any further questions, please reach out to a member of our customer support team at ###-###-####. Thank you.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In one month, my water billed jumped from $93.70 to $208.82. Gallons used from 3,300 to 7,750. I called Pioneer Energy Management and questioned why the increase in gallons from one month to the next. When i talked to ***, I was told there could be a leak someplace. After checking my meter where I saw it wasn't moving at all i determined we had no leak. I then asked if they could provide me with a detailed daily usage of water. *** said he could and provided me a spreadsheet showing what I thought was for the entire billing period (3/16/24 to 4/14/24). However what was provided was only for the period 4/1 to 4/15 with most of 4/1 and 4/3 missing and all of 4/2 missing. When i requested the rest of the data I was told that wasn't available and in order to get that someone would have to come out to house and I incur a service call fee. What struck me was the gallons used for the period on the spreadsheet was only 2,161 gallons. Which means for the 15 days prior we would have had to use 5,589 gallons, which is more water than we used in every month for the last year except for June, 2023. I then talked to ****** and could get no answers. She was going to look into it for me but when i finally called her back since I never heard from her she had no answer. This same thing has happened to several residents in our neighborhood. This appears to be common practice in looking at other complaints on here and other websites. Either their means of obtaining data needs checked or their business practices.

  

  Business response

  05/07/2024

  Hi *******. We're sorry to hear that you are having a negative experience. The equipment we use to digitally read your water meter can disconnect, which can be the cause of the missing usage infor***ion. However, when the equipment reconnects to our system, it reads the meters and updates your overall usage accordingly. Typically, a big spike in usage, such as the one you have experienced, indicates a leak somewhere in your home. If you have not already, we recommend that you check your home for any leaks.
  
  You recently spoke with a member of our customer support team and together it was confirmed that your meter is labeled correctly and the usage on the meter ***ches what we're reading in our system. With this infor***ion, we believe your metering is functioning properly. We understand that the increase in your utility bill can be concerning and come as a surprise. If you have any further questions about your water bill or water usage, please do not hesitate to reach out to our customer support team again. Thank you.

  Customer response

  05/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21652231
  
  I am rejecting this response because: We already determined there was NO leak.  A leak doesn't happen then just stop. The fact that several homeowners in our development had or are having the same problem leads me to believe this company either has bad equipment or is not being honest with their customers.  The water usage they are saying we used for that month in no way can be accurate, I dont care what they say.  And there was no leak!!!  Unless this is resolved in my favor it will on to filing a formal complaint with Jefferson Township. This will be made on behalf of our association and the members who are encountering the same problems with this company. 
  
  Regards,
  
  ******* *******

  

  Business response

  05/17/2024

  Hi *******,

  Again, we apologize for the error with the equipment staying connected so that we could receive timely usage read infor***ion. We are currently looking into our usage reports and your utility bills to ensure there has not been any errors. As mentioned in our previous response, an offline meter reports updated usage infor***ion once it reconnects to our system. While we believe the meter is functioning properly, we understand that you disagree and are frustrated. After a proper review of your account, if we determine any findings, will will contact you to discuss them. Thank you for your patience as we investigate further.

*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. ↩