Customer support for tenants, owners & property managers

At Pioneer Energy Management, we’re dedicated to providing excellent customer service to tenants, owners and property managers. Check out our Frequently Asked Questions below to see if you can find the information you are looking for. If you cannot find it, please don’t hesitate to contact us directly through phone or email.

FOR TENANTS & OWNERS FOR PROPERTY MANAGERS Contact Us

Customer Service

For Tenants & Owners

Pioneer Energy Management is a full-service energy management company that provides services for property developers, managers, and residents including installing and maintaining equipment, reading meters, issuing bills, and collecting payment, and customer support for tenants & owners.

Usage is calculated with a meter read system. The sensors track the consumption as it is being used. Your usage data is based on actual reads (when applicable) instead of averages or estimations each month.

All metered services are billed from your actual usage and charged at public rates, per Public Utility Commission of Ohio rules and regulations. In some cases, tenants may be charged a flat water/sewer rate each month if individual water meters are unable to be installed at the current time. It is based on the total community usage.

Start by creating an online account here. Within your online account, you can sign up for automatic payments via Electronic Bank Transfer (ACH), or Credit Card.

If setting up an automatic payment after the 8th day of the month, the payment will not pull for the current month, and a second one-time payment must be made for the current month. Your autopay will begin the following month if setting up after the 8th.

Please note that if you sign up for auto-pay your payment will automatically withdraw from your account 2 days before the stated due date.

PROCESSING FEES FOR PAYMENT METHODS:

ELECTRONIC BANK TRANSFERS
There is a $1.00 Processing Fee for ACH Electronic Bank Transfer payments made by bank account and routing number.

CREDIT CARDS
$0.01 – $50.00 = $1.49 Processing Fee
$50.01 – $100.00 = $2.94 Processing Fee
$100.01 – $150.00 = $4.39 Processing Fee
$150.01 – $200.00 = $5.84 Processing Fee
$200.01 – $4000.00 = 2.99% Processing fee

No, Pioneer Energy Management has no affiliation with DOXO. We do not recommend that our customers use DOXO’s services to pay their utility bills. This could result in late fees or disconnection notices as DOXO does not notify Pioneer of any payments made, and Pioneer does not receive your payment from DOXO until weeks after the due date.

Absolutely! Within your online account, you can elect to stop receiving paper bills in the mail, and only receive bill notifications via email.

Check out our Power Outage page to see if your property has already been reported. If not, you can contact one of our Customer Support Specialists at 614.442.7100 if it’s between the hours of Monday through Friday from 8 AM to 4:30 PM. If the power is out after hours, please call our After Hours Emergency Line at 614.412.9655.


For Property Managers

You have two options to report a tenant moving out.

1) If you use our Community Manager Portal, you can process move-ins and move-out with the click of a button.

2) If you do not use our community manager portal, you should use our Property Manager Move Out Request Form to submit your move-out(s) for your property. You can either submit a single move-out by filling out the form, or you can submit batch move-outs by uploading an Excel spreadsheet file. Our Customer Support Team will receive your submission and process your move-out promptly for you.

 

You have two options to report a tenant moving out.

1) If you use our Community Manager Portal, you can process move-ins and move-out with the click of a button.

2) If you do not use our community manager portal, you should use our Property Manager Move-In Request Form to submit your move-in(s) for your property. You can either submit a single move-in by filling out the form, or you can submit batch move-ins by uploading an Excel spreadsheet file. Our Customer Support Team will receive your submission and process your move-in promptly for you.

As a property manager, you will receive monthly reimbursement reports that show the summary of money collected from tenants to pay for water and/or electric at your property. In the reimbursement report, you will see information like “Summary by Date,” “Summary by Billing Type” and “Summary by Payment Type,” referring to check, e-check, online payment, etc. Please contact our Operations Manager at 614.442.7100 and she can walk you through your reimbursement report, answering any questions you may have.

If you notice a street light that needs to be repaired or if you have another service-related request please email service@pioneerem.com to submit a request for repair


Contact us for help

By Phone

Customer Support Specialists are standing by Monday – Friday from 8 AM – 4:30 PM.

Call or text: 614.442.7100

Toll-free: 844.894.8961


Contact After Hours

Report an Outage After Hours: 614.412.9655


Send a Message

Send us an email and a specialist will reply to you within one business day.

Contact Us


Online Resident Portal Links

Sign In Create New Account

Office:

141 Greenside Street
Suite B
Powell, OH 43065
Office Hrs: M-F 8am-4:30pm

Phone Numbers:

After Hours Outage Number:

614.412.9655

Payments:

REMIT PAYMENTS TO:
Pioneer Energy Management
PO Box 1857
Powell, OH 43065-1857