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
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 on the 10th of each month.
PROCESSING FEES FOR PAYMENT METHODS:
ELECTRONIC BANK TRANSFERS
There is no Processing Fee for ACH Electronic Bank Transfer payments made by bank account and routing number.
$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
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 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 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 firstname.lastname@example.org to submit a request for repair
Contact us for help
Customer Support Specialists are standing by Monday – Friday from 8 AM – 4:30 PM.
Call or text: 614.442.7100
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.
Online Resident Portal Links