Harris Marine Financing, Inc.

*** ***, 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 $Electric charge as well as the $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

HelloFor your property, Tarmigan, we are billing out the water and sewer charges we receive from the City Fife WA, based off of your unit’s consumptionFor water, the base fee of $covers the consumption up to 2,gallonsIf your consumption exceed this amount, you receive the rate of $
per 1,gallons for the remaining consumptionFor sewer the base fee of $covers all of the sewer consumption for your unit and is a flat fee that every unit at the property receivesThe bases and rates you are being billed are based off of the rates being charged to your community from on the City of FifeTrash is being billed as a flat fee to each unit of $All the methods we are using to bill are in accordance to your lease and your local Utility Billing lawsThank you,Conservice

***,
Thank you for reaching out to usI
am sorry for the inconvenience and frustration you have experiencedConservice
is contracted with your property to recover funds they are paying to the
providersProviders are using a master property meter in order to calculate
the bills they
sendUsing your individual meters we are able to properly bill
each resident based on their individual consumptionThat amount is multiplied
by a utility rate and those charges are passed on to each resident to ensure
that both the property and the residents are paying their fair share of the
provider billed charges
The
meter installation was contracted with the property through an outside meter company
called Studebaker; during one of our meter audits for the property we
discovered a meter install error where Studebaker had entered the count factor
incorrectlyThe provider was billing based on your actual consumption, but Conservice
was unable to bill based on your actual consumption as the meter’s count factor
was incorrectA resident using 5,was only registering as having used
We reached out to the Studebaker to have this corrected when the error was
found
The benefit for a metered
apartment home is that if the meter is working/installed correctly you will
never be charged for consumption you don’t useThis also helps us maximize the
amount we are able to recover from the residents so that Modera Tempo isn’t
stuck paying for the water residents are usingYour meter has been reading
correctly the entire time but due to the count factor being incorrect you
weren’t being billed for all the water you had used
We are
often auditing our billing to ensure we are billing residents accurately and
fairlyFrom time to time we will come across an errorIt is customary in
billing to correct those errors to ensure that we are billing fair and
accurately for both residents and properties alikeOur customer service
department is available to answer questions, but doesn’t have the ability to
reverse charges sent because these charges are approved by your property each
month and changes made to these charges have to be thoroughly reviewed as well
as approved by your property
In
speaking with the management at your property, we have determined that the
back-billing amount is both fair and accurate and can assure you that you are
only being charged only for water you have usedBecause Modera Tempo collects
the payments each month, they are willing to discuss payment options with any
resident who needs time to pay back the chargesPlease feel free to visit your
leasing office or give them a call to discuss payment options to ensure you
have the time you need to pay the amount you would have previously been billed
over the course of months
Thank you,Conservice

*** ***,Your apartment unit is equipped with a submeter that measures the amount of hot water used Conservice is a billing provider contracted with your apartment community We are billing you in accordance with the lease agreement you signed upon your move in at Westhaven
Apartments Your water and sewer services are provided by the City of Seattle WA Because your meter measures only the hot water used instead of the full hot and cold water consumption we use a legal billing method that based on a percentage of your hot water usage compared to all other resident's hot water usage at your community For example, if you use 5% of the hot water used by all of the residents, then you are billed 5% of the water cost from the City of Seattle, less a portion that is paid by your apartment community to cover common area usage.You will notice fluctuation in your bill amount from month to month based on, not only your own hot water usage, but the cost from the water and sewer provider as well I can assure you that we are following all local utility regulations and are billing as fairly and accurately as possible If you should have further questions please let us know.Thank you,Conservice

*** ***,We apologize about the miscommunication on this issueUnfortunately, American Homes Rent has advised us not set residents up on a budget billing planThe reasoning for this is because budget billing has to "true up" at some pointThis means that eventually the utility company
will need to bill for the actual consumption used (whether it be at move out or at the end of the calendar year)The problem with this is that the "true up" could happen when the resident is no longer living in the home which means the resident is not being charged for their actual electric consumptionThis could cause the client or the new resident to be responsible for charges on the usage that they did not accrueBudget billing is also inaccurate as it is usually billed based off of the previous year's consumptionHowever, we can reach out to your property manager and see if they would like to make an exception and allow you to enroll in a budget billing planPlease let us know if you would like us to reach out and see if the exception can be made. Thank you!Conservice

To Whom It May Concern: Conservice is a utility management company that works with over 8,utility providers and services million locations across the country, including Lowry Park in Denver, ColoradoThis letter is in response to the above-referenced complaint.In his complaint, Mr
*** states that the billing method outlined in his lease differs from the bills received from ConserviceThis is a groundless contention, and the complaint should be closed as resolved.For convenience, please find attached copies of the Conservice bills for Mr***’s apartment. The pertinent section, also quoted by Mr***, is: [Water/Sewer] service is provided by DenverYour submeter reads in gallon unitsYour bill for sewer is based on the percentage of water you use compared to the other residents at your communityFor example, if you use 5% of the water used by all the residents, then you will be billed for 5% of all the [water/sewer].First, Denver Water is the water/sewer provider to Mr***’s homeThe apartment community, as the “utility’s customer of record,” receives a bill for the total water used at the propertyConservice then separately bills each resident their portion of that bill based on the consumption registered by the submeter assigned to their unitThe billing process and methodology is consistent with the language of Mr***’s leaseMr***’s lease also clearly provides that residents are responsible for payment of their proportionate share of the water/sewer expense for common areas at the community.Mr*** takes further issue with the description of the water and sewer services on his bill stating that if a resident uses 5% of the water used by all the residents, then they are billed for 5% of all the water expense for the communityThis statement is true to form since submeters allow for billing of residents based on the consumption of their individual apartment home. As stated in the language, 5% is an exampleMr*** does not receive charges for 5% of the water usage; he is charged only for his proportionate share of the water usage based on the consumption registered by the submeter. Each bill sent to Mr*** and the other residents of Lowry Park includes the meter reads for the service periodRegarding the allegation concerning the overbilling of residents $50,000, I cannot speak to how Mr*** arrived that that figure and he offers no explanation in his complaint. However, as previously mentioned, the residents are billed for their proportionate share of the provider bill from the City of Denver based on their submeter’s registered consumptionSubmetering helps protect against overbilling since residents are charged based on their consumption onlyNo overbilling has occurred at Lowry Park.Thanks you,Conservice

Water for 6/22/17-7/25/was created by the provider on 8/8/Conservice waited for the bill to arrive and the bill was processed on 8/14/Electric for 6/22/17-7/21/was created by the provider on 7/26/and was processed by Conservice on 7/27/17.Gas for 6/21/17-7/21/was created by the provider on 7/and was processed by Conservice on 7/Sewer provider billing is quarterly and the service period of 6/1/17-8/31/was created by the provider on 5/1/and processed on 5/9/As a convenience to the tenants, quarterly bills are broken out into monthly amounts and service periods so the monthly charge are consistent versus a lump sum every monthTrash provider billing is quarterly and the service period of 6/1/17-8/31/was created by the provider on 5/31/and processed on 6/5/As a convenience to the tenants, quarterly bills are broken out into monthly amounts and service periods so the monthly charge are consistent versus a lump sumThe billing due 9/1/was calculated and checked by quality control as of 8/and will be emailed over.As you can see from the above, Conservice is billing back the water bill within a few days of arrival due for the 1st of the following monthYour statement due 9/1/is attachedIf you would like us to bill back the quarterly bills all at once instead of month amounts, we can certainly do that. Thank you,Conservice

Complaint: ***
I am rejecting this response because:I understand the base water charges are for a minimum number of gallons of waterIn your earlier communication you said it's flat a per unit chargeIt should be based on usage as I am to be submetered per my lease agreementIf you believe I am using $worth of sewer every month, (which I am not, based on my continuous minimum water charges and the City of Fife's published rates of sewer being 1.5-times water), or proof that $is the absolute minimum charge the Coty of Fife charges per home it provided sewer availability to (which it's not, because $is more than the "average" bill for the city's residents), please provide me with proofOtherwise you are in violation of the agreement by not submetering my sewer utility and charging me a flat fee which you charge every other apartment on the premises
Sincerely,
*** ***

Dear *** ***, We received your complaint regarding your recent experience with Conservice and would like to address your concerns. First, regarding the payment on your account, no late fee has been applied for the returned payment, as you paid the balance in full with your credit card
The $charged to you when making a one-time payment is not a fee from your bank rather; it is a pass-through of the charge from our bankConservice is charged $through our bank per electronic transactionThe $fee was disclosed before taking the one-time paymentThat fee, charged by our bank, is passed back through to a resident to cover the cost of the transactionWe apologize for any confusion that made you believe the fee was charged from Citibank. Next, at the time you enrolled for automatic payments, we disclosed that the payments must be canceled no later than three business days before the next due date. This policy is in place because payment requests are sent to paying bank before the 1st of each month so that payment is received on the 1stThis is to prevent payment on the utility accounts from showing as delinquent. With regards to your situation, the request to cancel that autopay was made after the request was sent to your bankThe full payment made by you via credit card was done after the payment request had already been sent to Citibank with your old account informationWhere the information on the auto-pay transaction was for your old account, our bank assessed a $returned check feeThis fee was also disclosed when you enrolled in auto-payUnfortunately, Conservice is unable to reverse either of the fees as they are not charged by us, rather they are charged by our bank. We understand your frustration in this matterPlease rest assuredthat we have discussed your situation with the management team over Sunnyvale Town CenterThey are aware that you paid your utilities in full, and that the only amount showing past due on your account is the $NSF feeHowever, where the $fee is not charged by Conservice, rather it is charged by the bank, we are unable to remove the fee. Thank you,Conservice

Complaint: ***
I am rejecting this response because: you can't even tell me where the meter is located How can I be charged the same amount as someone that has 3-people within the Unit?? I live by myself and hardly ever home So no I don't accept your response
Sincerely,
*** ***

Hi ***,We have worked with both you, your husband and the management office to come to a resolution. Your home is metered for gas and electricity by PG&E, the management office has contacted PG&E for a meter evaluation on electric and gas usageOnce this is completed, we will be
able to determine if gas and electric charges are correctYour home is metered for water by ConserviceWe have evaluated your meter and found it to be fully functional and reading correctly. The Military billing process is sanctioned by the government to promote and reward utility conservationEach month an average usage of like homes is determined, this usage is multiplied by the utility rate to obtain an allowanceHomes under this allowance will receive a credit for their conservation efforts, while homes above average usage will be charged usage over the allowance providedAccording to our records your gas and electric usage are consistently over the average usage of similar homes in your community. Unfortunately, until we receive communication regarding the evaluation of your PG&E meters, we are unable to make any adjustments to billingI am in contact with the housing office at Moffett Wescoat to ensure this is resolved.We apologize for any inconvenience and ask for your patience while we await meter evaluation from PG&E. Thank you,Conservice

Complaint: ***
I am rejecting this response because: They are not making any changes to the way they handle customer billing going forward. I'm pleased they are removing the $charge on my bill, but my problem occurred because of systemic errors in the way they handle billing that encourages late payments. They still charge a fee for paying online or by phone, which there is no reason should cost them more than receiving bills by mailThey want people to mail in bills so that they can say they bear no burden for the bill arriving late. Also, ConService is not changing their method of notifying customers about late feesIt encourages confusion by sending out bills and late due notices so close together and sending them separatelyAlso, sending these notices separately costs them more money.They also continue to offer no flat rate charge for billingQuality electrical companies like *** offer customers the option of a flat rate so they know what to expect each month as an electric bill, and *** then adjusts yearly either sending the customer a refund or raising what they pay the following year. There need to be changes in the way ConService deals with customers.
Sincerely,
*** ***

Hello ***,After reviewing your account, I found the following Vacant Charges applied to your unit were: 9/1/2015-10/1/- $Vacant Electric and $Vacant Service Fee.10/1/2015-11/2/- $122.77 Vacant Electric and $Vacant Service Fee.10/1/2015-11/2/- ($29) California
Credit.11/2/2015-12/3/- $Vacant Electric and $Vacant Service Fee.12/3/2016-1/4/- $Vacant Electric and $Vacant Service Fee.The totals for Vacant Electric Charges are: $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 systemPlease 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, at 8:AMFrom that documentation, we were able to credit back all Vacant Electric charges totaling $($+ $+ $+ $- $= $371.01)The Vacant Service Fees, totaling $100, have not been credited back at this timeVacant 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 leaseThe notes on your account detail that Electric Service was set up at the wrong address, causing these vacant chargesBecause of the breach in contract, the resident is responsible for the payment of the feesIf 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 providerIf 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 $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 youThe 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

*** ***,The residents are responsible to pay for their individual electric usageThe meters are read each
month by the company, Advanced Metering Solutions, who is contracted by Conservice to
read the metersThe meters are typically read anywhere between the 5th and 11th of each
month
The meters are located in an electric closet on each floor of the propertyResidents are
billed the exact usage that is registered from the meter and billed PECO Residential ratesThe
meter only registers usage for your individual homeResource Residential covers the cost of the
billing and a service fee is not passed through to the residents for the billing serviceThere are no
additional charges billed to the residents to cover this cost. Karen, the property manager, informed us that Conservice is listed as the billing company for the
electric charges; this is listed on the utility addendumAlso, Karen did state she would have the
residents thermostat replacedKaren confirmed that although this resident is the only one listed
on the lease, they have repeatedly told him he needs to add his girlfriend to the lease as she is
there almost every day even when he is not. Vista Apartments is billed the entire property electric bill by PECO Energy and they pay this bill to
PECO Energy; this is the reason the electric bill is due back to the community from the residents
Vista is aware that the electric bills are higher than they would like to bill to the residents and for
this reason (in the winter months), they usually choose to cap all electric bills at a certain dollar
amountThis year, they had us put this in place as of the bills due 2/1/and have the cap set at
$This is for the electric usage portion of the bill onlyThe resident’s bill due 3/1/was
capped at $for electricThe prior month the resident did not reach the cap amount with
a charge of only $*** for electricThe bill before that they were charged $*** and this was
before the property started capping the billsThe first bill was $*** and this was a partial billing
from 10/26/15-11/5/15, which is the reason that bill was much lower. The resident signed up for our paperless billing so their bill is e-mailed to the e-mail address they
provided to us and they are not receiving a paper bill in the mailThe resident may call our
customer service at ###-###-#### if they would like to update the e-mail address we have on
file or if they would like to switch back to a paper bill and have it mailed each monthThey may
also contact us with any other questions they may have and we will be happy to help. Thank you, Conservice

Dear *** ***,
I apologize for the inconvenience that the wrong rent amount
was on your bill this monthWe add the rent charges onto the bills as a
courtesy to the leasing office and we pull those amounts directly from their
systemIf the leasing office puts a charge in the system
incorrectly or if it
changes from the time we pull the rent to the time the bill is due, that
corrected amount will not be reflected on the bill
Your property, The Timbers, was billed twice in the month of
MarchWe billed the first time with service period of 1/11/2016-2/11/with
a due date of 3/20/This set of bills did not have any rent charges on
themThe second set of bills we sent out this month was for the service period
2/11/2016-3/7/with a due date of 4/1/This set of bills did have rent
charges on them and were sent out on 3/18/We have a record that you
called in on 3/17/and we explained that all payments are made to the
leasing officeYou then called in on 3/24/with the complaint that the
rent was wrong on your billAt this point the second set of bills had already
been sent out with the rent amount the property had in their systemWe have
verified with the property management that the rent amount in their system is
now correct so it should be correct on the next bill sent out to youSince the
leasing office takes all payments, they should be able to clear up any
discrepancies on the rent charges before you make any payments
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 just mailed the lost payment via a replacement check today for the amount of the lost paymentI'm reluctant at this point to send moreThe lost check info is as follows: Wells Fargo check #***, dated 8/30, in the amount of $44.32, mailed on 8/30.Thank you for waiving the late feesHowever, the next payment due for Octwill not be sent until my next pay of the 21stBy then I'll have another bill dueThe lost check is not helping my budget, it's messing it up. I decline to set up auto payments with anyoneMy pay periods vary and I'm not comfortable with anyone in my account now or everI will always decline this optionIf you make a mistake the bank will not care and will charge meI can't afford to have problems on my accountI'm rarely on the overdraft and with identity theft becoming a worldwide problem, I'm not allowing anyone to dip into my account when they pleaseBut thank you for offeringYou should be receiving the check I mailed today hopefully by the end of next weekGiven this is a holiday weekend I'm hoping we don't have another lost check issueMail to UT seems to be some what jinxedThanks
Sincerely,
*** ***

Ms ***,We have contacted your leasing office and they have agreed to settle the issue with your payment of $30.00. Please visit your leasing office to resolve the issue.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 meWhat do I need to do to make sure these changes are reflected on my account?
Sincerely,
*** ***

Hello, We have reviewed your concerns and have some further information that will hopefully help clarify any questions. Your water, sewer,electric, and gas providers bill in arrears, meaning they do not send a bill until the service has actually been used. At the time you received your invoice...

due 12/01/2016, all provider bills that had been received had been billed back, so the billing was current with the provider cycle. The reason you received your final utilities prior to vacating the home is due to a recent change of how move-outs are processed that was requested by Progress Residential. Once a resident gives their notice to vacate, the move-out and final utilities are processed 60 days prior to the expected move-out date. At this time, final utilities have been prorated to the expected move-out date using the most current provider bills. When you vacate the home, your final utilities will be reviewed with the current provider bills that have been received, and will be adjusted as needed. If you have any other concerns or questions, please feel free to contact us. Thank You, Conservice

Dear Mr [redacted],On 02/29/2016, you elected to renew your lease with Invitation Homes.  This updated lease included a section stating that Conservice would be managing the water, sewer, and trash utilities for this property, but that electric and gas service would remain under your name. ...

As a part of this agreement, we would begin billing a service fee of $10.99 each month, and there would also be a $25.00 move out fee, once you opted to move out.We billed a total of $101.93 in service fees in the six months between your renewal and move out dates.  This is including the service and move out fees on your final bill.  Prior to you renewing your lease on 02/29/2016, Conservice was managing the utilities on behalf of Invitation Homes, but we were not billing for any service fees.After reviewing your account, our conclusion is that we have followed the terms outlined in your lease, and that your account is not eligible for an adjustment at this time.We apologize for any inconvenience this may have caused.  If you have any questions, please feel free to reach out to us. Thank you,Conservice