Harris Marine Financing, Inc.

Dear Mr***,We received notice that you called into our customer service line on June 6th, We contacted the leasing office on June 7th to discuss the situation and to see if they knew of any leaks or issues inside your unitSince they were unable to find any leaks, your leasing office
agreed to have your meter checked by a technician on the next technician visitA request was submitted to our field services department to have your meter checked. Since there are no known issues with your meter, and no known leaks in your apartment, you were billed the usage that your meter recorded. Meter technicians are not local and therefore must travel to your area in order to perform the inspection. Since travel is required is does take some time to coordinate the visit and schedule a specific date. Going forward your leasing office has agreed to issue your bill each month based on an average usage amount at your apartment community until your meter is inspected by a technician. Last month this amount was 2,gallons. This amount will vary slightly each month.You were issued you a $credit for the charges due 6/1/after they initially checked your apartment for leaksOnce we have a technician check the apartment we will be able to issue any additional credits as needed.As a 3rd party billing company, Conservice does not report to any credit rating institutions.Thank you,Conservice

We apologize for the inconvenienceAmerican Homes Rent's records indicated your home was electric only, so the gas service was never activated. American Homes Rent has issued a $credit to your account for the inconvenience of gas been turned off in the home.Thank you!

*** ***,Please be assured that we are doing our best to promote consistency and transparency for a fair outcome to all parties involvedAlthough Conservice uses "Advanced Metering Solutions" as a sub-contractor to read the meters on the property, Conservice is the 3rd party billing company listed on your lease, and Conservice is ultimately your contact point for all of your meter and billing issuesThere is no need or reason to include "Advanced Metering Solutions" or its function in the billing process in the leaseAlso, you are correct in noting that your lease does not mention an electric capThat was an administrative decision made by the property management to curb high electric bills for tenants, especially during the winter monthsHowever, this is not in the lease because it could lead to abuse (tenant's not conserving their electric use, knowing that they are capped at $200) and the cap may not always be available per the property management's decision. As stated in the original explanation, the property management will replace your thermostat to determine whether or not your thermostat is faulty and thus increasing the electric usage in your apartment unitFurther, we will cap your electric bills at $until the cause of your unit's high electric consumption is determinedAs we work with the property management to investigate your unit's electric consumption, we ask for your patience and cooperation.Thank you,Conservice

Thank you for your response We will do some research on our side and make appropriate adjustments.Thank you,Conservice

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you Con Service for the prompt professional response
Sincerely,
*** ***

Hello ***, The utility charges we have been billing you in the past are directly from the providerWe are more than willing to provide bill copies so you can view these yourselfRegarding your attempts to contact Conservice there is a customer service number listed on the monthly Conservice
statement you receiveWe do not show that any of our customer service representatives have had any phone calls regarding your account. We apologize if the hold time may have been long at the times you tried to contact usRegarding your account being charged in advance up to your move out dateThese charges are estimated up to your move out date give you the opportunity to plan and pay for them rather than having the move out charges added to your account the day you move outSince JEA bills so far in arrears and there is usually a small delay in us receiving the bill and billing it back to you, we estimate these charges ahead of time based on your prior months usage Unfortunately we are unable to credit back any past utility charges as these are the exact amounts we paid the provider for usageWe can provide the statements we have received so you can go over the charges for yourselfPlease contact us if you would like to receive copies of those utility statements or if you have any questions regarding your account Best Regards,Conservice

Dear Mr
***: I understand your concern regarding the quick turn-around time for payment of your electric billI reviewed the mailing date for the bill due January 15, 2017, and saw that it mailed on January giving only five days to submit paymentI thank you for bringing this issue to my attentionI discussed the matter with the team responsible for the billing of your community to identify why the bill due January 15, 2017, mailed so lateOur team’s record shows we are capable of mailing the bills to give more time before payment is due we will make every effort to do so The precise issue was difficulty in obtaining the correct reads for the communityAccuracy is important to Conservice, and to ensure the accuracy of the bills for Optima Camelview, the bills were sent later than normalWe have resolved the issue regarding the meter reads and in the future bills will mail giving you a good amount of time before payment is dueUpon review of your account, I found one late payment in April We removed the $late fee the following month as a courtesyYou have an impressive payment record, and we appreciate that you make timely payments each monthHowever, we would be happy to assist you in setting up automatic payments to alleviate any concern about late fees in the futureBest regards, Conservice

We understand Ms.***'s concerns and typically do not change account numbers once they have been created. In this instance however, after further review, we have decided to do soThis resident should not have any issues going forwardIf they have any future questions, they can reach us
at 1-844-832-2550.Thank you,Conservice

Mr***, We apologize for any frustration that our billing methods have causedWe have been contracted by Arbors at Brookfield to bill based on an occupant multiplier method for your water and sewer chargesYour community does not have individual water meters for each unit, so this is the
fairest way your community has decided to distribute the charges from the local utility providerTo calculate your monthly water bill, Conservice uses the provider expense for the entire community and a multiplier based on the number of occupants in each unit To reach the correct multiplier for each unit, add a value of for the first occupant; add for the second and add for each additional occupant on the leaseThe occupant multiplier method actually means savings for you as it is to be assumed that people don’t use double the amount of water as personThe table below illustrates how factored occupancy is calculated step by stepIt is in accordance with South Carolina regulations, and the residents lease agreement that they signed with the property ** This is an example only and does not reflect actual bill amounts ** The total water expense for the community $3,A value based on the occupancy in each unit is given and the total community occupant multiplier is reached (assume the total community occupant multiplier is for this example) Total Community Occupant Multiplier = The provider expense is divided by the Total Community Occupant Multiplier $3,/ = $This gives us the amount per occupant $per occupant If your apartment has occupants, your monthly water bill is $ $x = $ If you have any questions about your billing method or any other questions related to your Conservice utility bill, please call our customer service department at ###-###-#### Thank you, Conservice

Dear Ms***,While you are correct that your bill for the service period of December 25-January was higher than normal, Enclave at Rivergate has informed us that they require all leaks or other maintenance issues to be reported immediately in order to expedite repairs. Your lease states in part "You must promptly notify us in writing of water leaks." Because the toilet had been running through January and February without being reported, it was determined in consultation with Fogelman Management that they will cover a majority of the charges that were incurred due to the running toiletWhile the charges due March 1st with 16,gallons of consumption cannot be adjusted, your bill due April 1 has been adjusted down from an actual usage of 23,gallons to an average of 3,gallons in an effort to alleviate any financial burden this leak has causedThis average was calculated using your last three months of usage before your toilet malfunctioned. Thank you,Conservice

*** ***,We have reviewed your utility accounts in depth and verified that the amounts passed through to you match what the provider has billed directly to American HomesYou are charged one monthly service fee of $on each bill sent to you by Conservice, as specified in your lease
agreementAll other monthly charges come directly from the provider bills based on usage for the propertyI have included these provider bills for you to verify the chargesI have also attached a spreadsheet breaking down each months charges and the Conservice ledger for you to compare. The charges due 12/1/did include two months of usage for water, sewer, electric and gasThis is because American Homes has asked us to bill back whatever provider charges we have each month, however we can place a note on your account to avoid billing multiple months at a timeThis will provide more consistent billing in the future. In reviewing your bills I show that the water and sewer charges with the service period 9/9/15-10/8/were higher than averageYour property manager advised that there was a leak at that time and asked that we credit your charges down to an averageThose credits were applied on 12/2/and sent to your American Homes ledger on 12/4/Your most recent water and sewer charges with the service period of 11/6/15-12/8/also are higher than average; I will be contacting American Homes to see if there may have been another leak.Please contact Conservice Customer Service if you have any other question 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 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 abconsumption. 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 and functioning correctly Speaking with the property manager, they will credit your account in the amount of $which covers those two days. They have also agreed to credit your account $to help offset the estimated consumption during your first month in your unit. A total of -$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 ***

Dear Ms***,The ever-increasing cost of utilities, tied with the impact utility consumption has on the environment, has made conservation an important concern at your apartment complex, The Arlington at Eastern ShoreWhen residents are aware of their utility usage, they will be more likely to
conserveBecause of this, you are billed for your utility usage each month by Conservice.This utility billing also includes an administrative fee. This fee is charged by Conservice monthly to service and bill your account for water and sewerServices provided by Conservice include calculating the allocated amounts, maintaining the resident information, and mailing statements for each accountResidents currently pay a flat rate of $per month. The Utility Addendum in your lease lists the $Conservice was charging previously, and also states, "If allowed by state law, we at our sole discretion may amend those fees, with written notice to you." Such increases are allowed under state and local regulations. Conservice included a notice on the utility bills mailed on October 15, with a due date of November 1stIt stated, "Effective on bills due December 1st, the fee for Conservice billing will increase to $If you have any questions, please contact our customer service department at 1-866-947-7379." The fee increase took effect on the next set of bills mailed to residents in November with a December due date. Conservice has followed the terms of your lease to allow an increase in the administrative fee.Increases in the administrative fee are the result of increased costsThis can include postal service increases, inflation, government regulation, or other expense increasesIn order for Conservice to provide utility services to residents these costs must often be factored in to administrative fees. Thank youConservice

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

*** ***,We apologize for your experience! As a 3rd Party Billing company we will only mail you correspondence regarding your account, or e-mail if you choose to communicate in electronic form We will mail you a bill along with late notices each month, only if you are delinquent
and have an unpaid balance after your due date Any in person correspondence or debt collection will be handled by your onsite management company Again, we apologize for any unsatisfactory experience you have had If you should have further concerns please reach out to use at 1-866-947-7379.Thank you,Conservice

Complaint: ***
I am rejecting this response because: My water meter has been broken ever since I moved into my apartmentAs a result, I am being charged an unfair average for water consumptionI should be charged a minimum price instead of an average that reflects also the usage of apartments with two occupantsConservice has refused to offer a date my meter will be fixedWhen I asked if my water meter would be fixed by August when I am planning to move out of the complex, I was told "I cannot make any guarantees." I find this unacceptableConservice also made excuses for their lack of meter repairMostly, I do not accept this because Conservice has not tried to do anything to make me a happy customer.
Since
*** ***

Complaint: ***
I am rejecting this response because: The water & sewage bill is one bill therefore the bill sent to should not be double (twice the charge for service)
Sincerely,
*** *** February 26, 2016, 12:pm

Dear Ms***,Thank you for reaching out to us! Shortly after Christmas the usage recorded daily by your meter increased above the levels normally seen in your apartmentThese elevated levels continued throughout the month of JanuaryWhen Conservice calculated resident bills
due February 1 with a usage cycle of December 25, through January 25, 2017, usage, while flagged as high, was not high enough to automatically require further investigationIn many cases residents have legitimate reasons for usage and expense to increase Notification that the increase was unexpected occurred March 1, 2017, when the property was notified that usage in your apartment was once again higher than it had been previouslyAt that point the bills for the service period of January through February had already been calculated and sent to the property for approval. The property informed Conservice that you had submitted a work order to have a running toilet fixed on March The work order was completed the same dayThe running toilet was determined to be the reason behind your increase in bills. Enclave at Rivergate has informed us that they require all leaks or other maintenance issues to be reported immediately in order to expedite repairsBecause the toilet had been running through January and February without being reported, it was determined in consultation with Fogelman Management that they will cover a portion of the charges that were incurred due to the running toiletWhile the charges due March 1st with 16,gallons of consumption will not be adjusted, your bill due April 1 will be adjusted down from an actual usage of 23,gallons to an average of 3,gallonsThis average was calculated using your last three months of usage before your toilet malfunctioned. We hope that you will find this resolution satisfactory.Thank you!Conservice

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