Apex Billing Solutions

In looking at the property as a whole, the due date does fluctuate between the 7th and 10th of the monthThe bills have to be generated by the 24th of each month and bills are due up to days later We have the ability for residents to sign up for e-billE-bill allows the statements to be generated electronically and e-mailed to them instead of the statements going through the postal serviceWith this method, the statements are received with in hours of being generatedIf the residents have online access, they can set e-bill up online or they can call our Customer Service Center at 866-281-and one of our specialist can assist

The $transaction fee is charged any time someone makes a payment online or over the phone and can not be waived or reversedThe "check" option is available though the software provider we use but is not a functioning option at this timeCustomers are welcome to mail their payment into our office or to pay using their bill pay option though their banking institutions if available, or they can sign up for auto draft from their checking or savings accountsThis will allow customers to avoid the transaction feeIt is not in violation of any regulations to charge a transaction fee as long as other payment options are available In reference to the bill fee that is charged each month, it is there to offset administrative expenses needed to maintain customer accountsOur company breaks down what the customer is paying for where as most billing companies hide bill fees in other charges

There are other options for paying your Apex billYou can mail the payment into our office, you can sign up for auto draft or the payments can be made online or over the phone using your credit cardUnfortunately at this time the option for e-check (one time check payments) is not available This information has been communicated to the customer listed in the complaint and we have asked for her contact information so that we can set her up so that her account can be autodrafted at no additional cost

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Their reasoning is not acceptable as I do know that the final bill is paid through the HOA, my concern is that the amount of water usage they have billed throughout the past year has been incorrect (including my final bill) There is NO WAY that the amount of water they are billing for was used I can prove the months were one person was not in the residence or we were out of town, the reduction is drastic, therefore the amount of the last bill is completely incorrect in accordance with the number of people in the home This business was investigated by the complex last year for over billing water usage on the single-family homes The amounts were found to be correct, however, the townhome units were never investigated,probably because many of these units are rentals As for billing days in arrears - most of my bills are over days in arrears and the meter read date is NEVER the same, therefore making it impossible to track manually on my water meter Using Atlanta Water the billing cycle would still be in arrears, however, the meter read date is always going to be roughly the same These meters are electronically read so there is no reason the read dates should be so drastically different Regards, [redacted]

Thank you for reaching outYes, there had been an issue with the meters reporting in to the data collectorBecause of this issue the management company decided to flat bill the residents based on the number of occupants in the units Issues on site have been addressed and resolvedAfter looking into this account, we have discovered there was a billing errorWe have communicated to the leasing office what the adjustment should beIf the resident could reach out to our office for more information, I would be happy to discuss what the credited amount is and what the actual bill amount should beWe can be reached at 866-281-

When investigating the statement of problem, it was found that the statements for this billing cycle did go out a little later than normal It was in no way done to increase revenue for ApexWe do offer the option of receiving statements via e-billThe e-bills are sent on the day the paper statements are mailed outThese go to an email address provided by the tenants so that they can access them at anytime and not have to wait for a paper copy to come via the US Postal ServiceWe also offer the option for tenants to have their payments automatically withdrawn from their checking or savings accountsThese options work well for those that travel a lotWith the ACH (automatic withdrawal) option, the tenant still receives a paper or emailed copy of their statement but will not have to worry about remembering to make a payment or having late fees applied to their account Should there be any other questions or concerns please let us know

Former resident call in on Monday April 6th regarding this issuePer the conversation with former resident, we have cancelled the ACH and e-bill, and will refund the amount withdrawn from her account in the amount of $

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We have researched the complaint filed by the tenant at Manchester Place in [redacted] . Our finding show that the tenants are billed using the RUBs method (Ratio Utility Billing Method). We take the city bill provided by the property and we bill the tenants based on occupancy and square... footage. The tenants are also billed a Common Area Electricity Fee. This fee is for the outside lighting, security lighting in breezeways, etc. This fee is also based on occupancy and square footage and is divided amongst all units. Copies of the city bills can be requested through the leasing office or property management of [redacted] ***. It would be up to them to share that information. Apex Billing Solutions is contracted by the Property Management for [redacted] to generate their statements. We do not collect payments for their tenants and do not control late fees or adjustments made to their accounts. This is something that would also have to be discussed with the leasing office on property. Should there be any other questions or concerns, please let us know.

Apex is a third party billing company that bills on behalf of HOA(Home Owners Association) or Property Management GroupsWe do not bill on behalf of the Water CompaniesThis residents account has been past due which is why an Urgent Notice was sent outIn some cases, yes this account has carried a credit balance however that has not been the case since AugustWe have been receiving payments on this account but not the full balance by the due dates indicated on the statementsIf a balance is not paid in full by the due date, a late fee is appliedIf the balance is below $a late fee is not appliedWe would be happy to waive one late fee on this residents account as a one time courtesy but would not be able to waive any additional fees on the account going

We apologize for the inability to not take one time payments using a checking accountWe do have the ability to set up recurring drafts using ones checking account at no cost to the residentThose drafts are done based on the due date listed on the statementsWe do them on Monday or Friday depending on the day the due date falls on The payments can also be mailed into our office which would avoid that transaction fee

We recommend that the homeowner reach out to the property managementAny adjustments to his account would have to be made by themOne of our customer service specialists would be able to provide the contact information if he does not have that

I have been in contact with the resident regarding this complaintThey payment that was not received was made out to the HOA and not to ApexI have advised the resident of this information and will reach out to the HOA on their behalf to see if they will allow the payment to be
posted on our side even though it has been allocated differently on the HOA ledgerI spoke with a representative with the residents banking institution which will be sending a copy of the check. Due to the confusion of where the payments should have been sent, late charges have been reversed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
The contracted amount between *** *** ***, LLC, the property management company for the $bill fee was added on to the monthly water bill without the notification or consent of any of the tenants living in the complexThe consumer has a right to accept or reject any additional charges without notification by the proper authority regarding any increase in rents, etcThe property management company that Apex has a contract with does not apply to the tenants they are billingNone of us agreed or had a chance to disagree to the additional added amountIt serves no purpose for us as tenants, and it is our money that is paying for the billing feesThe tenants living here did not contract with Apex

We have continued to review the account in question and have confirmed that the meter readings taken each month are accurateIndustry average shows that a typical person will consume approxgallons of water per monthThis household is well below the industry average with peak usage being in Dec at gallonsAs previously mentioned, the final billing statement is an estimation based off of the past days usage
Regarding meter reading dates, our technician strives to collect meter readings within business days of the 20th of each monthThis allows us to be as close as possible to the City of Atlanta cycleWe are billing within days of the Atlanta billing cycle each month

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
If there was in fact a leak, I don't understand how it could have corrected itself and if it did by some fluke, I don't understand how we could be responsible for that outstanding ginormous bill as this house is brand new and under warranty! Please advise on how to resolve this

Apex is a third party billing processor that is contracted by the *** *** *** for the apartment communityThe account was opened on behalf of this Apartment Complex when they contracted Apex to begin their water/sewer billingAny change to utility billing should be outlined in the
Utility Addendum of the lease agreement signed by the resident The residents should have been notified at least days in advance of this change
Unfortunately we can not close an account without directive from the Property Manager

We are a third party billing company contracted by the *** *** *** to generate statements utility servicesWe allow 15-days for payments to be received and postedIf the payment is received after the stated due date a late fee is appliedLate fees are based on when we
receive the payments not the postmark dateWe would be happy to sign the resident up for e-bill to have the statements sent to their e-mail addressThis would allow the resident to receive the statement with in 24hours of being generatedThey would have to obtain permission from the owner to set up an account or would have to obtain the log in information from the ownerIn regards to this customers account, we have waived the late fee as a one time courtesyWe have also responded to the customers e-mail that was sent yesterday between 1:and 1:estDuring the last few days of the month and the first few days of the month our call volume is always extremely heavyWe apologize for the inconvenience that was caused by the delayed or extended hold times the customer experienced
Our bills are always generated a month in arrears as we are not allowed to bill for something that has not yet been used

I am not pleased at all with Apex I live in an apartment community and I don't use much water, however I am billed for ridiculous amounts I previously lived in a large home and my water bill from the city was a third of what I am charged in this bedroom apartment
It doesn't make any sense and I'm tired of being over-charged I will be moving out of here in another month and thank goodness I won't have to deal with them anymore

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me provided Apex adopt one of the suggested solutions below or another one comparable to them. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I suggest that Apex Billing Solutions take action in regards to responding to customers. If call volume is heavy, then I would get a busy signal and the phone would not ring times before I decide to hang up. Apex should institute some form of call waiting like most companies have where you are either cued to wait with an announced estimated wait time or better yet, can receive a call back when someone is available to take your call.
As far as email, the Revdex.com should not have to give Apex a kick in the pants to respond to my email. Emails should be answered either the same or next business day. If these solutions are not possible, then it sounds like Apex has either a staffing problem or more likely, a worker productivity problem. Regards,*** ***