Customer ReviewsforPioneer Energy Management, Inc

Way to difficult to navigate through all these webpages just to pay a simple water bill.

Hi *****. We apologize if you are finding it difficult to navigate our online resident portal. We would be happy to assist you if you call in to speak with a member of our customer support team. Also, if the online portal is not your preferred method of payment, you can call us to make a payment over the phone or mail us a check each month as well. Please let us know if you want to discuss these other payment options, or need assistance with your online portal. Thank you.

In the last 1.5 years, they have been increased their autopay fee to 1.75 per monthly transaction. And they don't give you any option to pay through check to avoid this fee. Literally pay about 10% of my overall bill in this horrendous ripoff of a fee. I will never ever use this company's services again nor recommend them to anyone. I've been in my same apartment community for 3 years with this "company". Awful response to customer service, and a terribly website that fails to save logins, requiring password resets etc...

Hello ******. We're sorry to hear about your frustration regarding your experience with PEM. 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 bank.The 'water billing fee' you are referring to covers the cost for reading your meter, generating your bill and managing your utility account. We understand that this additional expense can be frustrating.We appreciate your feedback regarding the functionality of our online portal. We will pass along your comments to our partners with the service we utilize to offer online accounts to our customers.Again, we apologize for your frustration. We strive to improve your experience, so if you have any other questions or need assistance, please do not hesitate to reach out to our customer support team.

In 3 months I have paid 1300.00 in electric/ water bills from pioneer energy management!!!! The late fees alone are over 100.00 they only give 1 extension a year for a bill. Customer service is extremely rude , I complained about a 500.00 bill for one month and the rep laughed at me . I have everything shut of at the breaker box for 1.5 months and I'm still getting 400+ bills monthly

Hello Kim. We apologize for any frustration you have experienced regarding your PEM utility bill. In an effort to ensure your electric meter was functioning properly, we replaced the meter for your home on June 12, 2024. From this, we have determined that something in your home (such as an appliance) is using a lot of energy. This appears to be the cause of the high electric usage and there is not an equipment failure with your meter. This would be an issue that needs to be addressed with your property, as we do not have control over the systems or appliances that your home is equipped with. We understand that you have turned breakers off to help minimize the electric usage in your home. The billing cycle for the bill you received that was due on June 14 only included roughly a week of usage from when you turned off these breakers, according to the timeline you explained to our customer support representative. We anticipate that you will see significant drop in usage if the breakers remain off for for the duration of the next billing cycle, which will be due on July 12. We certainly want to help you understand your electric usage and bill. However, there appears to be something in your home, unrelated to our equipment, that is causing this usage. If you have any further questions or if we can be of assistance in any way, please contact a member of our customer support team at 614.442.7100. Thank you.

This company makes me miss AEP. My bill for a one bedroom apartment is always over double what it was for a 3 bedroom HOUSE in Dublin for 4 years. Everything about this company is a scam. All the extra fees are ridiculous and it takes hours just to receive a response back from anyone. The employees are always rude, probably due to having to deal with so many angry customers due to their shady business practices.

Hi Alexis. We are sorry to hear that you are having a negative experience. 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. If you feel that your bill does not reflect your usage please contact our customer support team so that we can work together to figure out what might be the cause of the discrepancy. If you would like to learn about ways to avoid a payment processing fee and paper bill fee, please contact our team as they would be happy to discuss what options are available to you.

Zero stars You are charged a customer charge of $10 so we pay $10 to be a PEM Customer odd You are charged a billing fee $ so that they can bill you You are also charged a fee to print the bill you have the Distribution Transmission Charge You have the AEP Generation Charge CRAZY 111 MAKE SURE WHEN YOU MOVE INTO AN APARTMENT THAT THIS IS NOT THE SOURCE YOU HAVE TO USE BEACUSE THEY WILL RIP YOU OFF THEY SAY THE HAVE A RADIO THING THAT READS THE METERS BOTH WATER AND ELETRIC DIVERS THAT DRIVE THROUGH . i HAVE BEEN HERE FOUR YEARS AND NEVER EVER SEEN A pem TRUCK

Hello Sherry. We are sorry to hear that you are unhappy with your experience. We wanted to take a moment to explain the line items you see on your utility bill. Transmission and distribution charges are common charges from AEP. A transmission charge is the cost to deliver electricity from the power-generating facility, while distribution charges account for the local poles and wires that distribute electricity to your home. The "AEP Customer Charge" is a fixed monthly fee applied directly from AEP to all customers to partially cover the costs for service line maintenance and equipment, while the service fee covers the cost for reading your meter, generating your bill and managing your utility account. While there is a paper bill fee included for statements that are mailed monthly, if you sign up for electronic statements, this will be removed from future bills. In an effort to be transparent, PEM separates these charges on your bill so that customers can better understand what makes up the total amount due each month. Our field technicians conduct meter reads once a month. The technology of the equipment allows us to collect meter reads by driving through your community. To collect reads, our team may be on-site in a marked PEM vehicle or their personal vehicle. We begin collecting our meter reads early in the morning and it only takes a few minutes to collect the information that we need, this may be why you don't see us on-site. Our customer support team would be happy to discuss this further with you should you have any questions. Please contact us if you would like more information. Thank you.

Rip off/scam company. They make their money from billing fees and guess what just increased... biling fees, I was billed over 15.00 in billing fees- no late fees I pay my bills on time, just billing fees and stuck with this scam company until my lease is over. Do not rent or own with any property they service, water bills of over 150.00 and they have refused to send technicians to check the meter. Before them I used to pay less than 2/3 of that amount. Also they don't include the rates in billing, they just charge you whatever they say their scam water meter says is the amount you used. I am betting the 'positive ' reviews were posted themselves as they are rude and uncooperative, unlike Columbus water. Check the differences in service just on the website should tell you enough, sad that a company like this can even exist ripping off consumers

Hi ** ****. We're sorry to hear that you are having a negative experience and can understand that higher than expected utility bills can be frustrating. Your home is equipped with an individual water meter, which allows your utility bill to be based off of your individual water usage. We know that a leak was identified in your home that was contributing to higher water usage. The leak appears to have been fixed as of March 1, 2024. However, we understand that you are still concerned about the usage on your bill. Our records indicate that we have an appointment for one of our field technicians to meet with you before the end of April to review your meter. We hope this appointment is productive and helpful. If there is anything you need before or after that appointment, please reach out to our costumer support team.

ZERO STARS! $875 for a 2 bedroom apartment is not realistic! I’ve owned a 2,000 sq ft home and NEVER has it been that high! I was just threatened with a disconnect notice. I recently separated from the military and have 3 children, I DO NOT have $875 for a freaking utility bill. It’s sad that these businesses feel as if they can do what they want and leave people like myself out to dry like this.

Hello Jasmine, we are sorry to hear that you feel as though you are having a negative experience. 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. Your usage as well as the temperature outside has a direct effect on your bill. Typically your most expensive bills will come in the Winter and Summer since your HVAC unit will have to work harder to keep your home at a comfortable temperature. Given that your unit utilizes electric heat you can expect to see an increase in your kWh usage because your HVAC system is working harder to keep the temperature in your home as warm as you would like while combating the lower temperatures outside. We understand that higher usage and higher electricity bills can cause frustrations but if you wish to call or email us, we are always more than happy to suggest ways you can work towards lowering your kWh usage. Should you have any other questions or if there is anything else our team can help with please feel free to reach out.

I moved into a 2 bed 2 bath apartment from a 4 bed 3 bath home. My utility bills were higher in a 1100 sq ft apartment than a 3000 sq ft house!! Pioneer Energy is a rip off and I broke lease to make sure I was not being scammed into paying their outrageous fees anymore!

Hello Adam, we are sorry to hear that you feel as though you are having a negative experience. 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. If you feel that your bill does not reflect your usage please contact our customer support team so that we can work together to figure out what might be the cause of the discrepancy and if necessary, we can schedule a field technician to come out to make repairs. Should you have any questions or concerns please let us know and our team is more than happy to help.

I would like to thank **** for always processing my payment on time. **** is always friendly, courteous, and professional, which i do appreciate. Keep up the great customer service!! Promote **** immediately... and have a nice day!

Hello Randy, we are thrilled to hear that you are having a great experience with our team. Please let us know if there is anything else we can do for you in the future! Have a wonderful day.