Reviews
This profile includes reviews for Pioneer Energy Management, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
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Review fromEternity B
Date: 03/28/2025
1 starEternity B
Date: 03/28/2025
As a renter, I am charged separately for energy, transmission, and distribution through AEP, yet never receive an actual AEP bill. My utility bills for January- ***** exceeded $400, much higher than what many homeowners and apartment residents pay directly to AEP. This setup feels unnecessary and burdensome.I am also disappointed in the companys response to customer feedback. On platforms like ****** and the BBB, they mark issues as "addressed" or "closed" without resolving them. This seems more like an attempt to avoid accountability than a genuine effort to address concerns.Lack of Communication and Privacy Concerns:When responding to my ****** review, the owner accessed my account and personal information, including my phone number. Instead of contacting me directly to discuss my high bill, they posted online that my usage was slightly above the community average and cited winter as the cause. This felt like an invasion of privacy, and I am concerned about how my information is being handled. Their 'transparency' felt more like an attempt to silence and embarrass me rather than resolve the issue.Discrepancies in Billing Comparisons:If my usage was only slightly higher than average, it would imply others in the community paid over $300 for the last three months, which seems unrealistic for single condos. For comparison, a family of six with AEP paid under $300 and had access to a payment plan, while renters like me dont have the same option and must pay through third-party providers.Concerns About the Necessity of Your Services:I plan to track my meter readings and compare them to AEP's averages because I don't understand why your services are needed. I'd appreciate an explanation as to why renters can't manage their own utilities and what makes this third-party billing necessary. If you cant provide a clear answer, Id rather not hear irrelevant comments, like saying my shower caused my bill to be twice as high as a homeowners.
Pioneer Energy Management, Inc
Date: 04/02/2025
Hello Eternity,
Thank you for taking the time to share your detailed feedback. We sincerely apologize for the frustration you've experienced. We fully understand your concerns regarding billing transparency, privacy, and the setup of your utility charges. We deeply regret that you feel your issues have not been adequately addressed, and we want to assure you that we take your feedback seriously.
Regarding the utility billing structure, we recognize that being charged separately for energy, transmission, and distribution can seem unnecessary, especially when you aren't receiving a direct bill from AEP. The goal of this setup is to simplify billing for renters, but we acknowledge that it can be confusing and frustrating when not fully explained. In the past, each charge was bundled into one line item, but in response to customer requests for greater transparency, we broke it down into these separate charges to reflect AEP's billing practices.
When you pay an electricity bill, youre paying for the delivery of electricity to your home, which includes AEPs transmission and distribution lines. The transmission/distribution line items cover the high-voltage lines that span long distances, while the generation charge applies to the lower-voltage lines. These are based on your usage at specific rates. The generation rate is listed on your bill, but the transmission/distribution rate is not because it changes monthly (according to AEP). You can always check AEP's rate by visiting this link: ********************************************.
We also understand your concerns about privacy and the security of your personal information. It was never our intention to invade your privacy, and we apologize if it came across that way. Our goal is to provide clear and helpful communication, and we will certainly use your feedback to improve how we communicate moving forward.
As a submetering company, our role is to individually bill residents based on their specific usage. We provide services for apartment communities, HOAs/COAs, and commercial properties, handling meter reading, billing, usage monitoring, and maintenance for these properties.
Please feel free to contact us directly so we can continue this conversation and work toward a solution that addresses your concerns. We truly appreciate your feedback and are committed to resolving the issues you've raised.Review fromLucas M.
Date: 03/27/2025
1 starLucas M.
Date: 03/27/2025
I am just very disappointed with PEM. My electric bill has been above $400 for 3 straight months. I live in **********************, I was charged with the kWh usage of 1929kw. My apartment is 1100 sq feet, I keep my lights off, my heat very low (Im rarely home). The rates are insane. Ive never paid over $200 even with roommates who never shut off lights and cranked the heat. I am very responsible for my electric usage. Just disappointed with this whole situation. Ive called many times. I have friends whose electricity usage is 5-600kwh, theres no way they use 3-4x less than me, given I use my flashlight at night to save electricity, wear sweats and a sweatshirt to stay warm. It needs improved. Sincerely, very disappointed customerPioneer Energy Management, Inc
Date: 04/02/2025
Hello *****,
Thank you for sharing your feedback, and were truly sorry to hear about your experience with PEM. We understand how frustrating it can be to see such high electric bills, especially when you are mindful of your energy usage. We were hoping to review your account but are unable to find it with the information provided.
Please know that we take concerns like yours seriously. There are several factors that can contribute to higher-than-expected usage, including variations in energy efficiency, appliance usage, and even the efficiency of heating systems, especially during colder months. Wed love to investigate this further for you, please dont hesitate to contact us again directly or reply here so we can assist in getting this sorted for you. We value your feedback and will work hard to improve your experience. Thank you.Review fromDave R
Date: 02/24/2025
1 starDave R
Date: 02/24/2025
Why do we have No Choice of who to pay for our WATER BILL? In ********************, we have Pioneer Energy Management Company for 'this area' which consists of 55 Condo Units. Our water **** is from 'PEM' and has increased to a monthly ****ing fee of $7.29 for my water usage cost of $21.36/month (normal amount and varies). These are the only amounts ****ed on the PEM water ****.PEM also takes an extra $1.75 per month added to my autopay bank payment. PEM tells me it is their 'processing fee'. PEM said they do not show this charge on their Invoice because I am setup on autopay. It is a PEM hidden fee that I have wondered for a while now why my PEM Bill never matches my higher bank payments. After talking to PEM I pursued the the following info (Jan 2025) - The PEM Bill shows 'SIGN UP FOR ***** TO WAIVE THE ***** BILL FEE!'They Do Show the (increased) monthly ****ing fee of $7.29 They Do Not show (hidden) monthly ****ing fee of $1.75 (because I pay them via autopay)They also charge a Paper Bill fee of $1.25 (if not EBILL)They also charge a Credit Card payment fee of 3.75% (minimum $2.00)Info also Printed on **** shows a $75.00 return fee. (for Electric ?)Info also Printed on **** shows a late fee of 15%. (for Electric ?)Info also Printed on **** shows a disconnect fee of $125.00 for late payment (for Electric ?)Printed info on **** appears to be for electric which I have no ideal why its even on my 'water ****'.All of this stuff for a small water **** seems ridiculous for a ****************** Seems like a scam to pay about 40% extra just to **** my water and also the other 55 condos here. My sewer charge is also $40/month (not from PEM). Almost twice the cost of water... doesn't make sense. Why can't we pay Delaware County ********** like other Delaware County water customers ? We pay *************** for the sewer **** at no extra (hidden) ****ing charges. Would Delaware County charge more, or less, than PEM for water ??Pioneer Energy Management, Inc
Date: 03/03/2025
Hello *****. We are sorry to hear that you are having a negative experience. At Pioneer Energy Management, we aim for our bills to be as transparent and descriptive as possible, without any hidden fees. This is why each of our charges are listed separately on the bill itself.
In addition to your water usage fees, the $7.29 water billing fee is applied for reading, billing and collecting payments for your utility usage.
All payments made through the online portal or over the phone will incur a payment processing fee based on the payment type. Your automatic payment is set up with an ACH account. All ACH payments will incur a $1.75 fee per transaction. This is simply the cost of processing the transaction, which you were notified of prior to setting up your automatic payment information in our online portal.
We do not include the payment processing fee on your monthly bill as payment methods can change at any time. Instead, the bill reflects your total amount due during each billing cycle.
If you would prefer to make a fee-free payment, you can mail in a check or money order. Another option is to send your payment via BillPay through your bank.
We hope this provides clarification on our payment methods and our fees. If you have any further questions, please contact a PEM account executive at ************.Review fromSean M
Date: 02/14/2025
1 starSean M
Date: 02/14/2025
I live in *************, in the Villages at *******************'s. I am a single occupant that is home roughly 2 weeks out of each month, and yet I consistently have $150+ water and electricity bills. I have all Energy star compliant appliances; turn off all devices when I leave and take at most 15 short showers per month. I have lived all over the world and have never paid this much monthly as a single occupant/owner. Current Billing AEP Customer Charge $10.00 AEP Distribution/Transmission $24.93 AEP Generation $13.48 Water Billing Fee $7.29 ****************** - Water/Sewer Surcharge $14.95 ****************** - ************ $33.58 ****************** - ***** Charge $59.09 Total Current Billing Charges $163.32Pioneer Energy Management, Inc
Date: 02/24/2025
Hello ****. We apologize for any confusion regarding your PEM bill. One contributing factor to the monthly amount due is from a change implemented by ********* Water & Sewer as of June 1, 2024.
As of this date, all residents are required to pay $79.43 base fees monthly - this covers the cost of the first ***** gallons of water used by a resident. Any usage above ***** gallons is subjected to the rate of $0.01294/gallon. This means that if you utilize less than ***** gallons of water, you will still be required to pay the monthly base fee of $79.43.
Similarly, the AEP Customer Charge is a fixed monthly fee applied directly from *** to all customers to partially cover the costs for service line maintenance and equipment.
As the utility billing company for your community, we do not set these fees, but simply include them on customer bills as required. We understand that you are making efforts to limit your water and electric usage. However, some of the fees on your bill do not take into account your conservation efforts.
If you have any further questions or need additional clarification on your monthly bill, we invite you to contact a member of our customer support team. Thank you.Review fromBenjaminDawson
Date: 11/18/2024
1 starBenjaminDawson
Date: 11/18/2024
told they had to check water meter. made appointment and he replaced with no paperwork no cost factor and left. they then charged me for meter and an exorbitant water charge afterwards. can I contact attorney general?Pioneer Energy Management, Inc
Date: 11/20/2024
Hello ********,
Thank you for reaching out! We're happy to address any questions or concerns you may have.
Water meters typically have a lifespan of ***** years, and based on the information we have, your meter appears to be the original one installed in 2007. As the owner of your home, you are also the owner of your water meter, and therefore are responsible for the cost of your water meter replacement. As Pioneer Energy Management primarily handles billing for your ***, we don't own the meters or the associated infrastructure. The *** owns the infrastructure so if customers are not being metered due to a faulty meter, it would be in the interest of the *** to have those meters fixed and calculated correctly.
We understand that this may be frustrating, and were here to assist in any way we can. I see that you were able to break up the payments on a payment plan. Please contact customer support for further assistance in the matter if this would be helpful.
Thank you again for reaching out.Review fromBenjamin D
Date: 10/30/2024
1 starBenjamin D
Date: 10/30/2024
charged for replacing water meter without notifying of charge. no documentation as other companies would have you sign billing agreement. excessive water bill afterwards. maybe attorney general should get involved.Pioneer Energy Management, Inc
Date: 12/30/2024
Hello ********,
We're happy to address any questions or concerns you may have.
Water meters typically have a lifespan of ***** years, and based on the information we have, your meter appears to be the original one installed in 2007. As the owner of your home, you are also the owner of your water meter, and therefore are responsible for the cost of your water meter replacement. As Pioneer Energy Management primarily handles billing for your ***, we don't own the meters or the associated infrastructure. The *** owns the infrastructure so if customers are not being metered due to a faulty meter, it would be in the interest of the *** to have those meters fixed and calculated correctly.
We understand that this may be frustrating, and were here to assist in any way we can. I see that you were able to break up the payments on a payment plan. Please contact customer support for further assistance in the matter if this would be helpful.
Thank you again for reaching out.Review fromSteve G
Date: 08/02/2024
1 starSteve G
Date: 08/02/2024
Way to difficult to navigate through all these webpages just to pay a simple water bill.Pioneer Energy Management, Inc
Date: 08/08/2024
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.Review fromJordan J
Date: 06/30/2024
1 starJordan J
Date: 06/30/2024
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...Pioneer Energy Management, Inc
Date: 07/15/2024
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.Review fromKim S
Date: 06/19/2024
1 starKim S
Date: 06/19/2024
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 monthlyPioneer Energy Management, Inc
Date: 07/03/2024
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.Review fromAlexis H
Date: 05/14/2024
1 starAlexis H
Date: 05/14/2024
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.Pioneer Energy Management, Inc
Date: 05/23/2024
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.
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