Harris Marine Financing, Inc.

*** ***,After reviewing the account it appears that you received two months of utility charges for electricityPer American Homes Rent all applicable utility charges are to be billed back to the tenantThis was a one time catch up that will bring your account currentGoing forward you
should not receive months of electricity chargesOn 9/2/a phone call was placed to Oncor to request a technician to come out and check the meterThey have up to business days to complete the inspectionConservice will be following up with them on 9/17/2016 to find out the resultsIn the mean time, Conservice did reach out to American Homes Rent and they were willing to make payment arrangementsPlease reach out to Susan G*** at 469-250-5102 to get the details of the payment arrangements. Thank you,Conservice

*** ***,I understand your frustrations here In terms of the meters, they are not owned by Conservice Your community owns them and therefore we need their approval before we can help make an upgrades or repairs as it would be at their expense We appreciate your patience in this matter Your community management has approved a -$*** credit to be applied to your account because they said that you were out of town for part of December We know that this does not resolve the full matter and we will work with your community to come to a full resolution.Thank you!Conservice

Complaint: ***I am rejecting this response because: As I stated before THEIR equipment failure should not be MY problemAs an apartment dweller - as opposed to a homeowner - I should not be held accountable for equipment failure that I don't own on property that I don't ownIt is my opinion that both ConService and Irvine Company are the TRUE owners of this issue, not the apartment dwellers who have diligently paid their bills on time as they received them.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you very much for working with me to resolve this issue!
Sincerely,
*** *

***,I wanted to reach out to you in regards to Conservice billing you for your electricity usageSection of the lease agreement that you signed with The Verge states the following "We will furnish the following allotments/utility caps for the items listed...$cap for electricity per resident
Any usage billed over this amount will be the responsibility of all residents in the apartment and payable to the property with in ten daysThe bill will be sent to Resident by Conservice, a third party billing provider..." You lease does outline that you are responsible for your electricity usage and that Conservice will issue this bill to you each month. *** *** *** measures the electricity used in your apartment at The VergeThey then issue a bill for that usage to ConserviceSince we are unable to determine which specific resident utilized the electricity in your apartment, we divide the bill based on the number of days that you and your roommate(s) occupied the apartmentFor the most recent billing that is due on June 1, the electricity bill that we received from *** *** *** showed usage of kwh for a total charge of $We show that you had a roommate for part of this cycle which is from March through April The charges were divided between you and your roommate with you receiving 63.462% of the charges or $We then applied the allowance of $25, which is outlined in your lease, giving you a total charge of $40.40. If you have any other questions, please feel free to contact our customer service department at *** ***. Representatives are available Monday through Friday from 6:AM to 8:PM, Mountain time.Thank you,Conservice

***,First, we would like to thank you for the opportunity to resolve this issue with youAs you may or may not know, we are a third-party billing company that has contracted with your apartment community to bill the residents of the community for utility fees agreed to in the leaseWe appreciate your concern regarding the utility fee charged and hope we may come to a resolutionAs we mentioned above, we bill residents according to the terms of their leaseIn response to your complaint, we requested a copy of your lease from the apartment community to ensure disclosure of the fee to youWe found the fee described on the Utilities Addendum of the lease located in paragraph 4, right above where you initialed acceptance of the terms.In the utility addendum of the lease, you agreed to put utility services in your name by May 19, 2017, the day scheduled for you to move into the residenceAlso disclosed was the potential $feeThe fee was only a potential fee as it could be avoided by switching the electricity from the community’s name to yoursThe property received charges for electricity consumed in your home from May 19, 2017, through July 29, Because it does not appear the provider was informed to switch the service for electricity from the community’s name to yours for over two months, you received the fee as outlined and agreed to in the lease.Again, we understand your concern regarding the feeHowever, because the fee is disclosed in the lease, and utility provider billed the apartment community for over two months, we will not be able to remove the charge unless documentation is provided showing the utility provider put services into your name for the time frame in questionIf you have provider bills from May 19, 2017, through July 29, 2017, showing you as the customer of record, please send them to [email protected], and we will review themShould you have any further questions, you may contact customer support at 1-866-947-Best regards,Conservice

***,Your base fees for water and sewer are determined entirely by the City of FifeThese charges are for the availability for water and sewerThese charges actually cover the first gallons of water that is consumed and all of your sewer consumptionRates and base fees will differ from city to city and will differ quite a bit between a single family home and an apartment complex.Conservice is currently working within the boundaries of your lease and regulations of your state. If you should have further questions we would invite you to call our customer service department at 866-947-7379. Thank you,Conservice

Hello ***,During our process in billing residents for the Savoy we receive bills from Xcel Energy for the property and identify any occupied units which have charges included on the property's billThose charges are then passed on to residentsUnfortunately, in this case there were charges
from Xcel on the property's bill for your unit even though Xcel had already sent you a bill as well, resulting in the double billing We have contacted Xcel and verified the issue was on their endThat being the case a credit has been applied to your account which will appear on your next bill which will be in the mail by the end of next weekIf you would prefer, we can mail a check for those credit amounts insteadPlease let us know if you would like to choose that option and we will get a check drafted and mailed as soon as we are able.Thank you,Conservice

Dear *** ***,On July 30, 2016, Conservice mailed the first utility statement to you with a due date of September 3, This bill totaled $Due to local regulations Conservice must mail new utility charges out to residents before the due date of the previous billOn August
27 Conservice mailed a second utility statement with a due date of October This bill totaled $119.99, but also included a reminder of the previous balance of $and included a grand total of $140.44.On September 2 you paid the charges for the bill due October 1, along with the standard convenience fee of $The total payment was $When Conservice receives a payment, priority is given to remove the oldest balanceAs a consequence the charges due September 3 were taken care of, but that left a balance of $due on October 1 on your account.On September 30 Conservice mailed a bill to you with charges due November That bill included an amount of $141.69, along with a grand total that included the $that was still due on October While a late fee had not been applied, the bill included a warning that a portion of your account balance had not been paid.The $was not paid by October As a consequence, a late fee of $was applied to your account balance on October 3 as allowed by state and local regulationsOn October 5, Conservice sent out a late notice that reads in part, "A $late fee will be charged each month your account carries a balance and payment is not received in full by the due dateTo help keep your account current and in good standing, we will mail you a late notice each month your balance is not paid in full, making it less likely that the charges will become delinquent without your knowledge." This late notice included the balance that was overdue ($20.45) as well as the $late fee.On October 11 Conservice received a check from you for $This included the total amount on your account placed on your most recent bill (from the amount due October and November 1) before your account was assessed a $late feeAs a consequence the account had an outstanding balance of $from the late fee due November 1.On October Conservice mailed you a bill due December It included the full charges for that service period, $This bill also included the $late fee and noted that it had not been paid yet.The $late fee due on November was not paidOn November Conservice applied an additional late fee to your account and sent a late notice to you notifying you that the account balance was $10.00.On November Conservice sent a second late notice as a reminder that there was a past due amount of $in addition to the charges due December 1 of $116.54.As a courtesy Conservice has removed one late fee from your accountOne additional late fee remains, and no further late fees can be removed.Conservice does not attempt to hide late fees or mislead residents as to the total cost of resident utility billsConservice bills also include a section that gives the amount due, and a line reading "Amount due if payment received after due date." There is also a notice on the bill that states "Please note that if you have a previous balance it may not include a late fee or be past due yet," which is applicable in this circumstanceThese sections are designed to prevent confusion regarding late fees and due datesConservice also follows all applicable state and local regulations for third party utility billing. 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,
*** ***

*** *** *** * *** ** ***
*** ** *** Dear Ms***, According to the utility addendum in your lease you are billed for water base, water, and sewer. The water base charge is based on a flat rate per unit amount for water availabilityThe water and sewer
charges billed to residents are based on the utility bills from the local service provider A sub-meter measures the water consumed in the apartment and sends that to our office electronically from a data collector. The rate per gallon charged is the rate the local service provider charges the community We have received and billed for actual usage measured in your apartment up until March 1, which is when we lost connection to the electronic data collectorWhen this happens we bill out a unit average calculated by using the last months of actual consumptionOnce the data collector is back up we can true up any usage that has been under or over billed to your apartment On August 31, we referred you to your leasing office to have someone check your unit for possible leaksWe were not made aware of any leaks and continued to bill per your signed utility addendum For a breakdown of your meter history, ledger, and any additional fees on your account (ex: late fees) please call our Customer Service Department 866-947-Monday through Friday 6:AM to 8:PM MST and we would be happy to assist you Sincerely, Conservice

Dear Mr*** ***, Conservice is not the actual utility customer with LADWP As such we are not able to furnish copies of the bills to youWe have been instructed by Essex Property Trust, the management company for Catalina Gardens, for you contact the Property Manager at Catalina Gardens to review these documents or you can reach out to the Essex Collections department and speak directly with Kristy G*** at 818-227-to further discuss the amounts from LADWP. Thank you,Conservice

Thank you for responding to my grievance, however I've decided against accepting the explanation given for the following reasons:
- ConService mentioned that they've contracted/subcontracted a company by the name of "Advanced Metering Solutions" yet they reference "ConService" as being listed on my leaseI've never once been told about there subcontractor, which further complicates this matterThey are correct in that the lease has them listed as a "3rd party billing company" under "electric" but fails to mention the company "Advanced Meter Solutions" or there role
- I appreciate now being informed as to the location of my electric meter, however they failed to mention that the the meters are locked and only accessible by staff...not resident's such as myself
- Another misunderstanding on their part is the statement referencing my "girlfriend" and the fact that she should be added to my lease, insinuating she's to blame for my astronomical electric bill and that is absurd!! My female friend and I own a small business together therefore she does frequent my residence, as I frequent her home which is less then 500ft from the apartment community, she receives no mail at my unit, she too has a hectic schedule and works two jobs, so unless I'm forbidden to have guest's that statement is irrelevant and inappropriate!!! Furthermore, I believe in conservation and maintain the thermostat on average at 62degrees so if anything is to blame for the erroneous electric bills, it would more likely be the fact that the windows/air conditioning in the unit weren't weatherproofed prior to my moving in
- Lastly, they mentioned the electric bills being "capped" but it's not clearly or definitively outlined, at least to my understanding
Thank you in advance for any efforts to remedy this situation, I merely desire consistency, transparency and a decision that's fair to all parties involved

***,
Roman"">
On 3/18/we were
notified of a possible issue with your meter by our customer service department
and were in the process of working with the Leasing Office at Alexan Melros
Tobie, in your Leasing Office informed me that you had alerted them to the
issue and they had just had maintenance go and check your unit for any possible
leaks or other issues that could have caused a spike you water consumption
Tobie said they were unable to find any leaks or anything that may have caused
the increaseAt that time, she also received your picture that was taken of
your meter with the usage showing as something other than what we received on
3/1/for your bill and forwarded the picture to usWe received another
picture on 3/22/that had been taken by maintenance at your community that
showed some additional identifying information that we needed. With this information we have entered a work
order to have s meter technician visit your community to resolve the issueWe
will continue to work with your leasing office to come to an acceptable
resolution for you Please refer to the
leasing office for updates.
Thank you!
Conservice

*** and *** *** *** *** *** ***
*** ** *** Dear *** and ***,We apologize for any miscommunication regarding the electric and vacant service fee charges on your Conservice statements and hope to clear up any misunderstanding. Each month
Conservice calculates water, sewer, and trash utility charges for residents at Legacy Farm apartments, along with passing on any electric charges that residents are responsible for during the term of their lease. Legacy Farm was billed by Memphis Light, Gas and Water Division for two electric cycles associated with your apartment during the time frame you agreed to have services set up in your name, per the Utility Addendum of the lease (section 1E). Per this agreement, these charges have been forwarded to you with the corresponding fees. The first cycle billed is from your modate of 9/2/to 9/21/for the amount of $63.05, and the second cycle from 9/21/2017-10/20/for $Each of these bills had an accompanying $administration fee applied for billing electric services that were not correctly set up per the Utility Addendum of the your lease (section 4). If there are any additional questions or concerns or you feel you did have utilities set up properly, please contact our Customer Service Department at 866-947-7379 where representatives are available to take your call Monday - Friday from 6:00am - 8:00pm MST, or at [email protected]. Sincerely, Conservice

*** ***,Per the agreement that Conservice holds with Cambridge Mgmt Company regarding the billing methods for Carriage House Apartments, the Trash utility is changing from a flat fee billing method to being billed using a multiplier based on the number of occupants in the unit. This
change in billing method is effective for all new move-ins and lease renewals as of 12/20/2014. Based on information provided by the management for Carriage House Apartments, you recently renewed your lease with an effective date of 09/01/so, you became eligible for the updated billing method This new billing method explains the increase in the Trash utilityPlease see your current lease agreement for these details.In order to provide detailed information regarding the amount paid to the trash provider, the total occupancy of the complex, and the charges amounts per occupant, Conservice needs permission from the management of Carriage House Apartments. Carriage House management has authorized Conservice to disclose this information and the breakdown is as follows: The total trash expense for Carriage House for the month of September was $***. Carriage House covers 5% of that amount, leaving $*** as the billable amount to the residents. This amount is split up among all residents using an occupant multiplier. An apartment with one occupant would have a multiplier of 1, two occupants would have a multiplier of 1.6, three occupants would have a multiplier of 1.9, and four occupants would have a multiplier of 2.20. For the billing month of October the total multiplier amount for the entire community was 206.70. The billable trash expense of $*** was divided by the total multiplier amount of for a charge of $***. The $*** is multiplied by the multiplier of each unit and that charge is included on the residents utility bill You have a multiplier of 1.6, based on occupants, which gave a trash charge of $***, this amount was included on the bill that was due on 11/1/2015.We hope that this explains the change in your bill amounts Thank you!Conservice

Dear *** ***, As you are aware, we were unable to obtain a meter read for your unit from 7/1/17-3/1/During that time your water usage was estimated based on a property average, which ranged from 2,gallons per month to 2,gallons per monthOverall, you were billed for 19,
gallons of water between 7/1/17-3/1/On 4/1/we received an actual meter reading of 399,240, a difference of 28,gallons from the meter read of 370,on 7/1/For the bill due 5/1/18, you were billed the difference between the 19,gallons billed previously and the 28,gallons actually used, for a total of 8,gallons which includes the water usage from 3/1/18-4/1/ Please note that in accordance with your lease at The Pointe at Suwanee Station, you are responsible for all water consumed in your unitNow that we have an accurate recording of the water used in your unit from 7/1/17-3/1/18, you are responsible for the difference between your billed and actual usage during the time the unit was occupied. We believe that you community manager has also reached out to resolve this matter with you directly If you should have further questions please call our customer service line at 866-947- Thank you!

Complaint: ***
I am rejecting this response because: I need evidence that all overages billed to my account in September were credited specifically back to meBusiness states they do not have record of this occurringI need breakdown of billing for entire complex to ensure that the formula is being applied in the same manner to my water account as it is to all tenants in the complexThey have provided no evidence of the amount of the water bill for the entire complexThat information would be necessary to determine the accurate amount of water charges per bill
Sincerely,
*** ***

RE: ** *** (Revdex.com ID: ***) Dear ** ***: I wanted to follow up on my message dated January 18, We received an email confirmation from the leasing office of your community stating they credited you $on your ledgerAdditionally, you were also credited $on your February 1, 2017, Conservice bill sent on January 14, We are still working with the management of your community and a meter technician to schedule a date to visit the community and physically inspect the meter in your homeThe technician will be a different individual as you have expressed dissatisfaction the previous technicianWe will send a new meter with the technician that will be inspected by California Division of Measurement Standards to ensure accuracyIn the event the technician cannot resolve any issue with your meter, the new meter will be on hand to remove the possibility of any further delay or the need for an additional visitAs I mentioned in my previous message, the repair or replacement of your meter will allow us to receive accurate meter reads going forward and to make any further adjustments to your bill, if neededThe timeline for resolution is dependent on when the California Division of Measurement Standards can inspect the new meter as well as the schedules of the new technician and your apartment communityI will update you once we have a firm timeline to keep you informed as this process progressesAgain, we appreciate your patience while we continue working to resolve this situationBest regards,Conservice

*** ***,Conservice bills the residents at your property for Water, Sewer, Gas, Trash and Drainage. The property pays a portion of the total gas, water and sewer bills to cover common area usage and the remainder is billed out equally to the residents using the Ratio Utility Billing
System (RUBS). RUBS is a legal billing method commonly used by 3rd party billing companies. The ratio variables chosen by your property to calculate the resident bills are the number of occupants and the square footage. To calculate the bills we subtract the percentage paid by the property and then divide that amount in half, each half is then divided between the units based on these variables. All units with the same square footage will receive equal charges and all with the same number of occupants will also receive equal charges. Those with large apartments and more occupants are charged more than those in small apartments with less occupants such as you.For example: If the total provider water bill is $6,and the property pays 10% the total amount billed out to the residents is $5,850. If there are occupants at the property half of the billable amount is divided by the total number of occupants: $2,925/363=$per occupant. The other half is divided by the total square footage of all units at the property: $2,925/206,568=$per sqft, this amount is then multiplied by each units square feet. Each unit’s water charges are then calculated by multiplying the number of occupants by the per-occupant amount ($8.06) and adding that to the square foot amount. A resident in a sqft apartment with occupant, such as you, would be billed $for water, based on sqft and based on occupancy. This method was also used to calculate your sewer and gas charges.We hope that this clears up any confusion there may have been.Thank you,Conservice