Community Utility Billing Services

I want to know why I was billed twice? I know you guys already suck by the crappy webpage. No self-respecting company would use such crap. And, to bill a resident twice is unacceptable. I will be filing a formal complaint with the BBB, and the FCC. You charge a 'convenience' fee of $3.25 and on top of that excessively high fee you billed me twice and have me overdrawn on another bill. The callousness is shameful. Your service has always been poor and it went from worse to worst.

While we truly are sorry that the resident does not have favorable perceptions of the CUBS team, we will continue to service the accounts billing on or around the 7th of each month, allowing days from the bill date for paymentsMaintaining a payment processing center for all ACH, Check, Cashier check and Money Orders, Open [redacted] that process ***, [redacted] Card and DiscoverWhile continuing bill timely and accurately with in the lease terms

The account is listed as occupants per the lease the resident signedThe reason [redacted] was not removed from the billing is that res was originally declined on her own, but reapplied with *** as roommate, Suggested to her to have him removed and reapply herself again, but she has refused to do thatPer the on site manager [redacted] will remain as a roommate until the resident reapplies with him as a cosigner or on her own per lease terms In reference to the $payment, it was received and posted on 02/04/(the due date for said payment was 01/17/14.) The background : The invoice was sent on 12/27/for a service period of 12/14/– 12/26/(days) on 01/21/a late fee was applied (Balance was now 51.44) On 01/28/the invoice in the amount of $(service period (12/27/-01/26/(days) was mailed (leaving a balance of $155.76) On 02/04/a payment of $ was made via Credit card on a balance of $– Remaining balance $was to be paid on or before 02/18/So the resident received the bill due to simple fact she had not paid on time Account history attached At this point CUBS has billed with in the agreement and to the lease termsWe will happly amend the charge when and if the resident updates the lease with Western National In reference to contact we have spoken with the resident on 03/07/14, 03/31/14, and 03/05/ - outlining the information above PLEASE NOTE that as of 05/08/Mr [redacted] is listed on the lease as a Roommate not a cosigner CUBS will happily amend the charges and issue any needed credits when and only when the lease is updated CUBS plans on no further actions on this account, we are holding until the resident brings her account current, and updates the lease to read occupants.CUBS plans on no further actions on this account, we are holding until the resident brings her account current, and updates the lease to read occupants

The CUBS billing is based off of the local service providers service dates. We try and match the dates as closely as possible while maintaining a consistent service period and due date for all residents. Individual due dates are currently unavailable. Monthly bills are produced on or... around the 7th of each month and due 20 days later, this is in line with standard collections policies. All units with in the community have the bill applied and due date evenly and fairly. All units and accounts have the same bill date and due date. We will not be able to change the due date for one unit. During the period of 05/01/17 - 05/04/17 there was a outage in the gateways that allowed residents to pay online, however the residents account was due on 04/27/17 and the call of 05/03/17 had already noted a past due account. The Gate ways where opened again on 05/05/17 and the resident was able to process a payment on 05/08/17. The resident paid in full for the bill date of 05/08/17 and the due date of 05/30/17. We will waive 1 late fee as a courtesy, due to the on line payment gate way being unavailable. The current balance on the account is ($10.00) credit. We will consider the issue closed This company took over the apartment building and with them they transfer us to CUBS billing company for water bill . we usually pay water and rent same time on the first now I just notice they change the due date for water bill to 27 or 28 . I talk to CUBS and they said Core realty made that decision now I am getting late fees cause I get paid on the 1st of the month because I am a disable vet and living check to check. There online billing is down and they charging late fee for having to mail it in.

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
Regards,
*** ***
I will be moving from this complex soon I will rather deal with mlgw that I never have problems withThe customer service for this company is awfulThey told me the due date will be on or now it's on the due date change every 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
What is said by *** *** is not trueI will be receiving a letter from *** *** *** *** *** and I will forward a copy of that letter to you in an attachment soon
Regards,
*** ***

Good Afternoon  As you are aware there had been some inconsistencies with the recent billing for your account. While CUBS strives to maintain a complete and easy to understand billing. Occasionally issues arise.  To that end, we have included your updated invoice for a total of...

$41.88.  While the due date is listed as 10/12/2016 we have also suppressed any possible late fees this month to ensure there is time for the payment to be made, adjusting for the varied bill updates. We apologize for any confusion that this may have caused you or your any one in your home. The goal at CUBS is to provide the best possible service, and when we are unable to do that, we note the error and hope that you accept out apology.  Please call our customer care line with further questions.

as stated in the original response. Simple have the lease changed to read 3 occupants (in which the resident will need to requalify without [redacted] on the lease) and we will remove the additional resident. We can only provide services for the number of occupants on the lease that was signed by the resident.
 
In reference to past due amount the resident is still seriously past due and may face additional actions from the community / owner to bring the account current.

Here is a copy of the response we will post to the residents.
 
CUBS is a third party provider of billing services and as
such we do not have control...

over the costs that are billed out by the [redacted] or [redacted] to [redacted] apartments. It is our obligation to
allocate the Water, Sewer, Gas and Trash utility costs from the utility
providers to the residents at [redacted] according to the terms of the contract
between CUBS and [redacted]. You are correct that there is a Master Meter
installed at the property by the [redacted] and [redacted] which is used
to monitor the usage at the community. This information is not used by CUBS to
calculate your bill. This information is strictly used by [redacted] to calculate
the total property bill. We do not have a contract directly with you as a
resident of [redacted] apartments. It is not our place to disclose the property
utility billing information since we are not the customer of record of [redacted] or [redacted] The property is the customer of record and we do not
have the authority to disclose their billing information to you. You can
contact the utility providers directly and attempt to obtain that information
but since you are also not the customer of record, they may not provide you
with the meter read information.

The resident called initially on 05/27/14 we responed wit ha call on the 05/28/14 and an email on 05/29/14 email text follows  - "Thank you for taking the time to speaking with me yesterday to address your concerns with the level of customer service you were provided. After we spoke, I...

emailed the property to follow up about the leak in your apartment. They have agreed to an adjustment to your account to bring your 5/21/14 bill down to prior levels. To that end, I have adjusted off $16.46, leaving your current balance at $60.00. This amount is due on 6/10/14. Please let me know if there is anything else I can do to assist you. Thank you."
 
The bill has been reduced and CUBS considers the issue closed.

A full refund was applied to the residents card, issues considered closed

While we truly are sorry that the resident does not have favorable perceptions of the CUBS team, we will continue to service the accounts billing on or around the 7th of each month, allowing 20 days from the bill date for payments. Maintaining a payment processing center for all ACH, Check, Cashier check and Money Orders, Open [redacted] that process [redacted] Card and Discover. While continuing bill timely and accurately with in the lease terms

The account is listed as 4...

occupants per the
lease the resident signed. The reason [redacted] was not removed from the
billing is that res was originally declined on her own, but reapplied with [redacted] as roommate, . Suggested to her to have him removed and reapply herself
again, but she has refused to do that. Per the on site manager. [redacted] will remain as a roommate until the resident reapplies with him as a cosigner
or on her own per lease terms.  
In reference to the $51.44 payment,
it was received and posted on 02/04/14 (the due date for said payment was
01/17/14.) The background :
The invoice was sent on 12/27/13 for
a service period of 12/14/13 – 12/26/14 (13 days) on 01/21/14 a late fee was
applied (Balance was now 51.44)
On 01/28/14 the invoice in the
amount of $104.32 (service period (12/27/13 -01/26/14 (31 days)  was
mailed (leaving a balance of $155.76)
On 02/04/14 a payment of $51.44
 was made via Credit card on a balance of $155.76 – Remaining balance
$104.32 was to be paid on or before 02/18/14 So the resident received the bill
due to simple fact she had not paid on time.   
Account history attached.
At this point CUBS has
billed with in the agreement and to the lease terms. We will happly amend the
charge when and if the resident updates the lease with Western National.
In reference to contact
 we have spoken with the resident on 03/07/14, 03/31/14, and
03/05/14  - outlining the information above.
PLEASE NOTE that as of 05/08/14 Mr [redacted]
is listed on the lease as a Roommate not a cosigner.  CUBS will happily amend the charges and issue
any needed credits when and only when the lease is updated.
CUBS plans on no further actions on this account, we are holding until the resident brings her account current, and updates the lease to read 3 occupants.CUBS plans on no further actions on this account, we are holding until the resident brings her account current, and updates the lease to read 3 occupants.

The CUBS billing is based off of the local service providers service dates. We try and match the dates as closely as possible while maintaining a consistent service period and due date for all residents.  Individual due dates are currently unavailable. Monthly bills are produced on or...

around the 7th of each month and due 20 days later, this is in line with standard collections policies. All units with in the community have the bill applied and due date evenly and fairly. All units and accounts have the same bill date and due date.  We will not be able to change the due date for one unit. During the period of 05/01/17 - 05/04/17 there was a outage in the gateways that allowed residents to pay online, however the residents account was due on 04/27/17 and the call of 05/03/17 had already noted a past due account. The Gate ways where opened again on 05/05/17 and the resident was able to process a payment on 05/08/17. The resident paid in full for the bill date of 05/08/17 and the due date of 05/30/17.  We will waive 1 late fee as a courtesy, due to the on line payment gate way being unavailable. The current balance on the account is ($10.00) credit. We will consider the issue closed  This company took over the apartment building and with them they transfer us to CUBS billing company for water bill . we usually pay water and rent same time on the first now I just notice they change the due date for water bill to 27 or 28 . I talk to CUBS and they said Core realty made that decision now I am getting late fees cause I get paid on the 1st of the month because I am a disable vet and living check to check. There online billing is down and they charging late fee for having to mail it in.

Review: I called this company regarding my utility bill increasing monthly when I have been using less and less water. The Customer Service Rep "[redacted]" (refused to give me his last name) was rude, condescending and very unhelpful. When I asked to speak to his supervisor he said he 'is' the Customer Service Supervisor. I then asked to speak to his Manager and he said he was in charge of Customer Service. He all but refused to give me his Manager's name. I tried to remain cordial as I work in a customer service industry and it's imperative to remain calm and easy to speak to at all times. I never got my questions answered just 'blamed' for excessive use which is completely inaccurate. Id like a call from '[redacted]'s' Manager to discuss the appalling treatment and discuss why a bill could increase so much each month when a consumer isn't using the product.thank youDesired Settlement: Would be quite content to know '[redacted]' will receive Customer Service training and discuss how my bill and be reduced to where it should be.

Business

Response:

The resident called initially on 05/27/14 we responed wit ha call on the 05/28/14 and an email on 05/29/14 email text follows - "Thank you for taking the time to speaking with me yesterday to address your concerns with the level of customer service you were provided. After we spoke, I emailed the property to follow up about the leak in your apartment. They have agreed to an adjustment to your account to bring your 5/21/14 bill down to prior levels. To that end, I have adjusted off $16.46, leaving your current balance at $60.00. This amount is due on 6/10/14. Please let me know if there is anything else I can do to assist you. Thank you."

The bill has been reduced and CUBS considers the issue closed.

These people are terrible. They took over billing for my apt complex but made no effort to tell me. Actually, they did make an effort, by sending a letter in the mail, but I never saw it. I just began receiving bills one day. Im not going to pay or generally even open something I randomly receive in the mail. So I was late obviously, and they wont work on the late fees. They are running a racket in concert with apartment complex managers. None of their services are even necessary. On top of it, they swear up and down that their credit card company charges them $3 for every transaction they run. They also charge a $5 service fee on each bill. So $8/month or around 30% of the total bill for them to just be middle men. I know that credit card companies can do better than $3, so thats nonsense. I struggle to understand the $5 fee. I never signed a lease agreeing to it. They swear it is in the lease addendum but they cant produce that. So if you complain to them, they send you to the complex. If you complain to the complex, they send you to CUBS. You can see how the racket works. I know I am not going to get them to reverse the late charges or the service fees, I am sure they are in the right to collect them, but I am complaining now about how they execute on their business strategy and the racket type relationships that they have with complex managers as it puts both of them in a position to collect way more money than is being billed by the utility companies.

Review: This company does not allow automatic payments and has no plan on implementing automatic payments.Desired Settlement: Company should implement automatic payments.

I am a resident of an apartment complex in Greensboro North Carolina that uses Community Utility Billing Services. I have received bills from CUBS that are not billing me for the correct amount several times. The amount that I am being charged does not take into account that my payment for the previous month has already been processed. I have to call customer service in order to find out what amount my bill is each month. I also only receive the bill a week or less from the due date and the amount varies every time.

Review: I have made numerous requests for CUBS to provide me with itemized details of why we are being charged what we're being charged for water, sewer, gas, and garbage. There are no meter readings or rates given, and the company is refusing to provide me with said information. Each month the bill climbs higher and higher with no explanation; we (the entire complex of [redacted] apartments) are blindly being charged random amounts of money for these utilities, plus a bogus $5 charge tacked on each month. After several phone calls I started requesting this via email so I have documentation of their responses, none of which state the meter readings I am asking for, which leads me to believe they do not fairly calculate the bills and are overcharging all of us.Desired Settlement: The company needs to provide customers with the meter reading for the building (they tell me there is only one water meter reading rather than individual), the rates [redacted] is currently charging (they said these are the rates used) and the bill for the garbage collectors.

I suspect we are being grossly overcharged, hence the unwillingness of CUBS to simply provide the meter readings and rates.

It seems as though this company had too many complaints against it, so it changed it's name to hide this. Any bills one is charged for needs to be transparent.

If the company starts printing the information (meter readings, rates, and garbage bill) on everyone's bills so we all know how the dollar amount is reached, then there will be no further action taken.

Business

Response:

Here is a copy of the response we will post to the residents.

CUBS is a third party provider of billing services and as

such we do not have control over the costs that are billed out by the [redacted] or [redacted] to [redacted] apartments. It is our obligation to

allocate the Water, Sewer, Gas and Trash utility costs from the utility

providers to the residents at [redacted] according to the terms of the contract

between CUBS and [redacted]. You are correct that there is a Master Meter

installed at the property by the [redacted] and [redacted] which is used

to monitor the usage at the community. This information is not used by CUBS to

calculate your bill. This information is strictly used by [redacted] to calculate

the total property bill. We do not have a contract directly with you as a

resident of [redacted] apartments. It is not our place to disclose the property

utility billing information since we are not the customer of record of [redacted] or [redacted] The property is the customer of record and we do not

have the authority to disclose their billing information to you. You can

contact the utility providers directly and attempt to obtain that information

but since you are also not the customer of record, they may not provide you

with the meter read information.

Review: Me and my two daughters moved into [redacted] (which I will also file a complaint against), which is managed by Western National Property Management. We moved into the apartment December 14, 2013. I was not told that the water was shared billings and that I would be billed according the number of people that live in the apartment.I received a water bill from Community Utility Billing Services, for $51.44 that was paid in full and the conformation number is [redacted], which brought my account current. Then on the next billing they charged me $155.76, which included the $51.44 I had already paid. Then the bills started to come in inaccurately. I call the Community Utility Billing Services on March 7th, and spoke with [redacted] and with a supervisor [redacted] and was told I was being billed for 4 people in the apartment instead of the 3 persons that live in the apartment. [redacted]t is only a co-signer, not a tenant.I then on March 7th went up to the office at [redacted] and spoke with the assistant manager and she said she would take care of it. I heard nothing from [redacted], so I went back up to the office about a week later and spoke to the new manager of [redacted] regarding this problem and she said she would take care of it. I did not hear anything from her.Today I received a letter from Western National Property Management(which I will also file a complaint against) stating that I have to pay the bill along with my rent or I will be evicted. No one from [redacted], Western National Property Management, or Community Utility Billing Services has contacted me regarding a correction on my bill or regarding the entire problem. No one has contacted me to say we are sorry or we have corrected the problem.Desired Settlement: Community Utility Billing Service, [redacted] and Western National Property Management need to call me to apologize, and they need to make correction and send me the correct billings and I would also like to see the entire billing since my move-in date.

Business

Response:

The account is listed as 4 occupants per the

lease the resident signed. The reason [redacted] was not removed from the

billing is that res was originally declined on her own, but reapplied with [redacted] as roommate, . Suggested to her to have him removed and reapply herself

again, but she has refused to do that. Per the on site manager. [redacted] will remain as a roommate until the resident reapplies with him as a cosigner

or on her own per lease terms.