Conservice Utility Management & Billing

[redacted], I would first like to apologize for the frustrations that this issues has caused for you.  I know that dealing with bills and utilities can be stressful.  Since Conservice is a 3rd party billing company that is contracted by Property Management companies to work with Utility Providers we aren't always able to resolve concerns as quickly as a customer would hope we can.  In this case there was research that needed to be done and a verification process that we went through.  In addition, since we are contracted by your Property Management we needed to work with them as well.We have validated your claims and the additional $8.30 Electric charge as well as the $50 fee have been removed from your account.  Please note that these charges were credited off of your account with your Property Management, Heatherstone at City Center, and won't be reflected on your Conservice ledger.  We have also verified that there should be no additional Vacant Electric charges that would be applied to your account.If you should have further questions you can refer to your account with your property or do not hesitate to reach back out.  Thank you!ConserviceAimee C**, COO

Mr. [redacted]We would like to assure you that the utility charges billed to you by Conservice are never estimated and are not calculated based on a previous resident’s usage at the home. The charges and dates that you see come directly from the provider bills. If, at any time, you would like to review...

the bill from the utility provider that we used to calculate your bills, you are more than welcome to contact us at [redacted] or [redacted]@conservice.com.  You can then see the full breakdown of the usage amounts with an explanation of the charges.Since we require a bill from the provider before we can generate a bill for you, there can be a delay in receiving an initial bill after moving in to a home.  When your bill is generated, there may be times that the owner of the home has received multiple bills from the provider that were applicable to the address so they are billed back to you. Thank you,Conservice

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have verified that the new bill is at the correct level, and the credit have both been applied.
Sincerely,
[redacted]

Dear Mr. [redacted],   Thank you for your letter with your concerns for your utility billing from Conservice. You are correct in the matter that LADWP is the provider for your water; however, every unit does not have a meter to measure the consumption. The property has a few meters to...

measure the full property consumption from LADWP. Because of this, LADWP issues a master bill for the entire property, not each individual unit. The property management pays a portion of the bill to cover common area usage. The remainder of the master bill is then divided up amongst the residents using a multiplier based on the number of occupants in the unit and the unit’s square footage. The reason for the multiplier is because we do not believe that just because there are 2 people in a unit, they are using twice the consumption. They will likely do household activities together such as dishes, laundry, etc. so we add a value of 1 for the first occupant, add 0.6 for the second occupant and 0.3 for each additional occupant on the lease. When you moved into the apartment community, you signed a lease that outlined what you are responsible for. In that lease, there is a section for the water and sewer allocation that you agreed to when you signed the document. In the water and sewer addendum, it states that you will be billed by a third party billing company based on the occupants and square footage of your unit. Since we are contracted by Catalina Gardens to bill the residents for their utility usage we make sure that everyone is billed according to their lease specifications. Sometimes residents vacate their unit prior to their lease ending, in these instances they are still responsible for their portion of the utilities until such a time as their lease expires or Catalina Gardens moves them out of the system at which point a final bill will be issued for any remaining charges will be due directly to Catalina Gardens. Thank you,Conservice

Thank you for reaching out to us with your concern.  We researched and notice a large amount of water used on April 17th and April 18th around 2000 plus gallons each day.  Since your meter was replaced in January of 2016, we have seen consistent usage being recorded.  Those...

two days of high consumption are not consistent with your usage.  We reached out to the property and they have agreed to credit those two days of abnormal consumption.  The high consumption could have been a toilet flapper not sealed correctly allowing water to run during that time frame.  Since April 18thhowever the daily readings are back to normal and functioning correctly.    Speaking with the property manager, they will credit your account in the amount of $82.29 which covers those two days.  They have also agreed to credit your account $65.00 to help offset the estimated consumption during your first month in your unit.  A total of -$147.29 will be deducted from your rent when you go make your payment on 7/1/2016.  If you have any other question, please feel free to call us at [redacted].

Dear [redacted], I apologize for the inconvenience that these charges have placed on you. We have reached out to the management of Hearthstone at City Center to confirm that you signed your lease late in the day on 9/26/2016. The provider, Xcel Energy confirmed that you called on 9/27/2016 to...

have service set up for the service address of [redacted] [redacted]  With this information, we were able to get approval to remove the $50 vacant service fee. There should now be a $50 credit on your ledger with the property. We also issued the credits on your bill that was due 1/1/2017 for your water and sewer charges that you were overbilled. Your water and sewer charges are billed based on the number of occupants in your unit and the unit’s square footage. The credit was for the occupant portion of your water and sewer charge only, since the square footage portion will stay the same. The water credit was in the amount of $11.44 and sewer was for $7.43, for service periods 9/26/16-10/31/16. These amounts were included with your water and sewer charge on your bill due 1/1/2017. Original water charge due 1/1/17 was $17.93 with the $11.44 credit equals the $6.49 you will see on your bill. Original sewer charge due 1/1/17 was $16.69 with the $7.43 credit equals the $9.26 you will see on your bill. If you have any further questions please contact our customer service line at 1-866-947-7379. Thank you,Conservice

Complaint: [redacted]
I am rejecting this response because: I will believe it when I see it.  Furthermore why did the technician blame this all on a toilet leak that was not leaking.  I knew he was full of BS and did not address the issue properly.  This matter needs to be resolved quickly as I have news media involved and will persue small claims court if this matter is not resolved in full within 30 days.
Sincerely,
[redacted]

[redacted],To first explain how your final charges are calculated, we take the most recent charges that were billed to you and use those charges to estimate final charges to your lease end date. This is done due to the fact that we bill in arrears and rarely have bills from the provider that extend...

to your lease end date at the time of move-out. This is also outlined in your lease that was signed with [redacted] in section VI of the 3rd Party Utilities Provider Addendum.In this case, the most recent electricity bill that had been charged back you at the time of the move-out was for $[redacted] from 01/12/16-02/09/16 and this was the charged that was used to prorate your final charges from 02/10/16-03/28/16 for $525.96. We did later receive a provider bill from 02/09/16-03/09/16 for $284.52, which was provided to you. This bill does not go from 02/10/16-03/28/16. [redacted] let us know that you were concerned about your final electricity charges, so we recalculated the charges using the bill from 02/09/16-03/09/16 to prorate from 02/10/16-03/28/16 for $464.72. This correction was sent over to [redacted] on 04/08/16 to be posted on their ledger. At this time, we have not received a provider bill that would extend to the lease end date of 3/28/16, which is why electricity charges are being prorated.There did appear to be a misunderstanding in the email communication between you and our customer service department. This misunderstanding was that the newest bill with charges of $284.52 was for 02/09/16-03/09/16, and not for 02/10/16-03/28/16.  We apologize for any inconvenience this may have caused.Thank you,Conservice

Dear Mr. [redacted],The date that we originally received for your move out was 3/30/2017.  After our customer service department received your phone call, we followed up with your Community Manager, and received notification from the property that they were not aware of the early move out....

 At that point, the decision was made to leave the final bill as it was, with a move out date of 3/31/2017 and an amount of $51.19. After receiving notice from the Revdex.com, we again contacted your property about the issue and inquired if any adjustments could be made to the final bill.  After further consideration the decision was made by your Community Manager to adjust the move out date to 2/27/2017 as you had stated, and waive the final bill charges as requested.You should receive an updated move out statement from your community management as well as the credits.If you have any further questions please let us know by contacting our customer service department at 1-86-947-7379.  Thank you,Conservice

Ms. [redacted],We received two separate payments of $1,204.41.  The first was received on 7/1/2016 and the second received on 7/5/2016.   Both payments were made via electronic check through your bank using a program called E-Box.  While we can quickly see E-Box payments as they are...

submitted, the full transaction may not be cleared and completed for up to 7 days.  On July 7th you contacted Conservice and we were made aware that the second payment was a mistake and a refund of that payment was requested.  In order for us to refund the payment, we must wait for the payment to be fully completed and cleared by your bank.  The same day that the refund was requested (July 7th), we opened an internal alert to monitor the transaction and issue the refund when possible.  On Monday July 18th, we were able to verify the second payment had cleared the banks process and a refund of $1,204.41 was issued.  You should see that refund in your bank account within a few days.  If you do not see the refund in a few days please contact us back so that we may follow up.  Thank you for your patience!Conservice

[redacted],At Conservice we receive utility bills from
the provider, WSSC, for the entire community of North Bethesda Market. The
cooling tower,...

fountains, and irrigation at North Bethesda Market are
separately metered and the cost of these is deducted from the total amount
billable to residents. In addition, a deduction that covers common areas such
as swimming pools and public restrooms is taken out of the remaining amount of
the bill and paid by your community management. 
The remaining expense, after these deductions, is divided among the
residents using ratios based on the number of occupants in their unit.  Per your lease agreement, you are billed for 3
occupants.
Over the last few months, the total expense
from the provider increased significantly causing resident bills to increase as
a result.   Your community management has been working
with the provider to decrease the rate used to calculate the water charges and
recently, the provider lowered the rate. 
Your most recent bill due 10/1/15 should have reflected this decrease.
You should still expect a
fluctuation in your bills each month as consumption for the entire property may
increase or decrease.  However, your bill
specifically, for water and sewer decreased from $107.74 to $44.35 from August
to September due to this rate change.Thank you,Conservice

We have verified with our accounting department and the mail room that all payments received from the post office are processed the same day and there are no outstanding pieces of mail from that time frame. Unfortunately, we cannot request the post office to find a single piece of potentially lost mail.We have reviewed the customer service call log and any training concerns have been addressed.If the resident would send us the check number, date and amount of the missing check, we can put a refuse payment in our system and if it is received at a later date, it will be sent back to the resident.To avoid any potential postal delays in the future, the resident can provide us with their bank route and account number by sending in a voided check or scan and send an image of a voided check to us and we can manually set up auto payment for her going forward. This will avoid any potential future late fees or convenience fees associated with one-time payments.Because the resident has not paid the outstanding balance at this time, an additional $10 monthly late fee was applied to her account. We have again waived this fee as a courtesy to the resident.  The total owed is $87.12.Thank you

Hello [redacted],After reviewing your account, I found the following Vacant Charges applied to your unit were: 9/1/2015-10/1/2015 - $153.35 Vacant Electric and $25 Vacant Service Fee.10/1/2015-11/2/2015 - $122.77 Vacant Electric and $25 Vacant Service Fee.10/1/2015-11/2/2015 - ($29) California...

Credit.11/2/2015-12/3/2015 - $65.89 Vacant Electric and $25 Vacant Service Fee.12/3/2016-1/4/2016 - $58 Vacant Electric and $25 Vacant Service Fee.The totals for Vacant Electric Charges are: $371.01. Totals for Vacant Service Fees are $100.  I see that the disputed amount is $690.27, but it I'm unable to find any more Vacant Charges from your current unit in our system. Please let us know if there is something other than Vacant Charges you are disputing.From our Customer Service Call log, I can see that we were unable to get the information needed to dispute the Vacant charges and add credits until January 5th, 2017 at 8:25 AM. From that documentation, we were able to credit back all Vacant Electric charges totaling $371.01. ($153.35 + $122.77 + $65.89 + $58 - $29 = $371.01)The Vacant Service Fees, totaling $100, have not been credited back at this time. Vacant Service Fees are fees applied to accounts that do not have their Electric Service in their name at their address at the time of their lease beginning date, therefore breaching their lease. The notes on your account detail that Electric Service was set up at the wrong address, causing these vacant charges. Because of the breach in contract, the resident is responsible for the payment of the fees. If the provider was given the correct information and set up the account in error, we are able to set up a three way call with the provider. If they are able to confirm that the fault is on their end, we are able to credit those amounts back to you. At this time the balance on your account is ($308.09) reflecting the credit added ($371.01) as well as current charges $62.92 due on 2/1/2017. If there is a credit on your account at the time of move out, a final bill will be created with the total amount owed to you. The Leasing office will receive that final bill and credit the amount owed to you during their move out process.  If you would like that credit sent to you prior to your move out please call our Customer Service line to verify. I do apologize for the confusion and frustration. If you would like to dispute the Vacant Service Fees, have any questions, and to verify the receipt method of the credit, please call our Customer Service line at 1-866-947-7379. Thank you, Conservice

Complaint: [redacted]
I am rejecting this response because: I am your client who is paying for said service (month!y) therefore you are accountable to me. You fail to realize I am a paying customer and I demand a detailed account of my utility usage.  Your business model is lacking.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do wish to see Beginning / End water meter readings on all resident water statements in the future.
Sincerely,
Laurie V[redacted]









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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear [redacted]Georgia Power erroneously started services in your name under the Bldg 3 HSE address instead of applying it to your residential apartment, 03107. We discovered this and informed your property management who then had you switch the account to the correct address. Georgia...

Power did not back-bill Parkside at Highlands to when this was accidentally switched to your name, as they had previously informed us they would do. There is a gap in service from 07/07 - 08/25 which Parkside at Highlands was not billed for.We had informed your property as late as 9/15/17 to let you know not to pay the common area Bldg 3 Hse account that was accidentally switched to your name, as we requested from Georgia Power to have the account back-billed to Parkside at Highlands. However, payments were made to Georgia Power on the account in October and November. Because of this Georgia Power did not back-bill the Hse account to your property. Once Georgia Power was informed, they refunded the amount that Parkside at Highlands paid on the account for the charges that Conservice billed to you for the usage in your apartment. We passed that refund on to you which was $-216.41 in total. Conservice is unable to provide any additional credits as this represents 100% of the charges applied to your Conservice account.As a courtesy, Conservice has contacted Georgia Power for further dispute and they have confirmed a credit has been issued on the account under your name. The credit is for the time that Bldg 3 Hse account was in your name and should show up on your next Georgia Power statement, though Consevice will not be able to confirm this as the account us under your name.  We hope that this resolves this issue for you!Thank you!Conservice

[redacted],We wanted to reach out to you in regards to your experience with Conservice Campus Solutions. We had received an email from Murray South last week advising us that they had you listed in unit [redacted] when you should have been moved over to unit [redacted] as of January 16th 2016. I understand...

that the customer service representative that you spoke with was unable to provide much information in regards to the breakdown of your charges. The reason that they were unable to provide you with the necessary information is because we were in the process of recalculating your correct charges when you had spoken with us last week. We have since emailed Murray South with the breakdown of the correct charges for your time spent in unit [redacted] and [redacted].We have provided the breakdown of your charges that were emailed to the property so that you have accurate information as to what will be updated on your ledger with Murray South.Charges due 2/29/16 Billing period covering 12/23/2015 - 01/22/2016 Total cost for Unit [redacted]: $[redacted]   Consumption: 1542 kWhYou resided in this unit from 12/23/2015 - 01/16/2016 during this billing periodYour portion of this cost is $[redacted]Total cost for Unit [redacted]: $[redacted]   Consumption: 954 kWhYou resided in this unit from 01/17/2016 - 01/22/2016 during this billing periodYour portion of this cost is $[redacted]Total charges before allowance: $[redacted]Total charges after the $25.00 allowance: $[redacted]Charges due 3/31/16 Billing period covering 01/22/2016 - 02/23/2016Total cost for Unit [redacted]: $[redacted]   Consumption: 1599 kWhYou resided in this unit from 01/22/2016 - 02/23/2016 during this billing periodYour portion of this cost is $[redacted] before $25.00 allowance has been appliedTotal charges before allowance: $[redacted]Total charges after the allowance: $[redacted]We are currently working with the property for the new charges covering 02/23/2016 - 03/23/2016 that will be due at the end of April. We have ensured that you are only accountable for charges in unit [redacted] for this most recent billing period. We apologize for not having the information that you requested readily available during this transition between bedrooms.If you have any other questions, please feel free to contact our customer service department at ###-###-####.  Representatives are available Monday through Friday from 6:00 AM to 8:00 PM, Mountain time.Thank you,Conservice Campus Solutions

Dear Mr [redacted],I understand your concern regarding receipt of your final rebate check in the amount of $30.38.  To assist you in understanding the cause of delay, I have detailed the steps we take when processing and mailing rebates.  - Rebates are mailed once a month following...

utility billing.- Funding is requested from Ft Irwin for all current tenants and prior tenants with a forwarding address- Funding is sent to Conservice by Ft Irwin- We mail rebates within 24 business hours of receiving fundingUnfortunately, we did not receive a forwarding address for you until 8/17/16. This moved your specific rebate in to the funding request sent for September Billing.  I have verified your rebate has been requested and will be mailed to your forwarding address upon receiving funding.I apologize for any frustration this has caused you. Please let me know if you have any additional questions. Thank you,Conservice

Complaint: [redacted]
I am rejecting this response because:The dates that I was double charged is from June 8th, 2015 - January 4th 2016. I am asking for a full refund for the electricty charges only for those dates. I expect a check to be sent out and I do not want a credit but on the account. The dates that I was double charged are as followed: Jun 8th '15 - Jul 2nd '15 $89.45Jul 2 '15 - Aug 3 '15: $99.95Aug 3 '15 - Sep 1st '15: $130.26Sep 1st '15 - Oct 1 '15: $153.35Oct 1st '15 - Nov 2nd '15: $93.77Nov 2nd '15 - Dec 3rd '15: $65.89Dec 3rd '15- Jan 4th '16: $58.00Total amount: $690.27 I am not sure why your account deparment cannot match the amounts up correctly as I have sent over each monthly invoice for those periods and your company has all of them on file. Like I stated earlier I expect a check to be sent out for the total amount due and no credit be placed on my account. Thanks,[redacted]          
Sincerely,
[redacted]