Harris Marine Financing, Inc.

[redacted]
Conservice Account #[redacted]
Dear Ms. [redacted],
Due to the sensitive nature of provider bills I reached out
to [redacted] corporate offices. They denied permission to present the
bills through Revdex.com for confidentiality purposes. They did approve that I provide
the bills and the breakdown to the property, where you may view the information
in the office. You will be reviewing six months of provider bills and billing.
All of the information will be broken out for you.  You will see exactly how the property is
billed. The provider bills with the credits will be shown, along with all
calculations. I have created an Excel document that has tabs with each month’s
calculations.
If you have any further questions please feel free to
contact our customer service department at ###-###-####.
Sincerely,
Conservice

On July 8th the resident contacted our Customer Service line regarding an online payment for the 5/14/16-6/1/16 billing period due 7/1. No record of any payment was listed in our system. It is possible that the resident did not complete the final confirmations as multiple steps are...

required to finalize the payment, or the site may have timed out before the payment was processed. Clarification was not given regarding if the resident received any initial payment confirmation or was just having issues with navigating the online payment system. The customer service representative attempted to resolve the issue by suggesting alternative payment options but the resident was not willing to pay the convenience fee associated with a one-time payment over the phone or on the website.We received payment for the 5/14/16 - 6/1/16 billing due 7/1 on 7/14/16. The payment was manually entered into our system. No late fees were charged for this payment. The 6/1/16-7/1/16 billing cycle due 8/1 payment was received and processed 7/28/16. No late fee was applied as payment was received before the due date of 8/1.All check payments are processed the day they are received. No payment has been processed for the 7/1/16-8/1/16 billing cycle due 9/1. The resident called in on 9/12/16 to verify if we had received payment, the customer service representative explained that no payment had been received. The resident stated she was going to complain to management. Because payment was not received by the due date of 8/1 and after the 3 day grace period, the resident was charged a $10 late fee. This fee has been removed as a courtesy. If the resident has documentation from their bank that the $44.32 check was indeed processed, we will correct the account. The resident would need to send the bank record to [email protected] you,Conservice

[redacted],In an act of good faith, we have credited your account for 2 additional late fees.  Your current balance is -$[redacted].  Your next bill will be due 1/1/2016.Please keep in mind that Conservice's business practices fall within all regulations and guidelines.  We provide multiple solutions to customers in order to avoid late fees.  We hope that you will find this resolution satisfactory.  If you should have further concerns please let us know.Thank you,Conservice

Heather O[redacted]After researching your account, I have found that you have never been charged over $100 for monthly charges. I do, however, see where you might be getting that from. Your average monthly bill since January 2015 is $88.23, your total monthly charges since January is $[redacted], but we...

have only received payments totaling $[redacted] since January. When you don't pay your bill on time every month, your charges roll over to the next month along with a late fee, I am showing that this has happened quite a few times, so your bills have been stating that you owe over $100 each month (your current charges plus previous charges and late fees). Currently, your ledger is showing that we did not receive a payment from you in May, June, or July. In August we received a payment of $[redacted], but your balance at that time was $[redacted], leaving a balance of $[redacted] which included a late fee. That balance carried over into this month's bill of $[redacted].  As a courtesy, we have waived a late fee bringing your total balance owing to $[redacted], due 9/1/15.The last phone call that I'm showing we received from you was on 11/7/2013. We do keep a log of phone calls received from residents, so I apologize if you did call and it somehow did not get logged.Your property is set up to charge water and sewer using a formula based on the each unit's square footage. Please feel free to give us a call and we can give you a breakdown of your monthly charges and payments.Thank youConservice

In reviewing your ledger with Progress Residential there haven't been any late fees against your account and payments are typically made around the 27th of the month. Conservice's goal is to get all applicable utilities on a consolidated statement for your home each month. The...

water bill that is generated from Las Vegas Valley Water District is typically created from the 12-15th each month. Once that bill is processed and paid by Conservice, the usage charges for your home are finalized within the same month by the 20th. If we were to not delay your billing for water, that would result in a higher move out bill for water charges. Residents do have the option to sign up for auto pay or log into the resident portal to make a onetime payment each month.  You can prepay for the utilities at any time. Thank you,Conservice

Dear Ms. [redacted],Thank you for contacting Conservice. The ever-increasing cost of utilities, tied with the impact utility consumption has on the environment, has made conservation an important concern at Main Street Flats.  When residents are aware of their utility usage, they will be...

more likely to conserve. Because of this, you will be billed for your utility usage each month.When it comes to the billing of utility costs, we all want to ensure that utility usage is billed accurately and fairly. That’s why Main Street Flats is a direct customer of Conservice, a worldwide leader in utility billing for the hot and cold water, sewer, water heating and trash utilities consumed by residents. The utility providers send bills to Main Street Flats which include charges for hot and cold water, sewer, water heating and trash that you consume in your apartment. These utility costs are passed on to our residents through Conservice. You will receive a utility bill from Conservice every month.Conservice bills your water and sewer on a month to month basis, using the meter reads for your individual unit. While daily reads are helpful in seeing usage trends and providing a more accurate picture of usage, you are billed for the full month of consumption, not on a daily basis. We are showing no consumption from 1/19/17 through 1/31/17 as well as 4/22/17 through 5/3/17. While there is recorded usage on 1/18, a day that you were gone, the usage could have occurred on the 17th after the meter was read. In this case, the usage would be recorded on the 18th, even though it was used on the 17th. In the lease that you have signed with your leasing office at Main Street Flats, you have agreed to be responsible for the utilities that are being used in your apartment, whether you are present for the full month or are gone for the majority of the month. If you feel that you are being charged for usage during periods when you are not home, we would suggest talking to Main Street Flats maintenance to come to your apartment to check for leaks or other issues.The hot water base is a flat fee that is charged to each resident from Puget Sound Energy. The amount is the same for all residents and is charged for the availability of natural gas to heat the water. Please be aware that there are multiple charges on your bill that are not affected by your usage and will be the same every month.I apologize that you feel Conservice has not given adequate effort to contact you. We have responded to the emails that have been sent to us, but it is possible that the responses were lost. We can provide you with copies of these sent responses if you so desire. We are also attaching in this response a copy of your daily meter reads through May 23, 2017. If you have any other questions, please feel free to reach out to our Customer Service Department at 866-947-7379 where representatives are available to take your call Monday - Friday from 6:00 am - 8:00 pm, MST, or at [email protected] you,Conservice

Hello, I am reaching out to you in response to the complaint made in reference to discrepancies between your Conservice statements and your ledger found at utilitiesinfo.com.  I understand that these discrepancies can be frustrating, confusing, and can cause headaches, especially when you don’t...

feel that you are getting a consistent answer or adequate information from our customer service representatives.  As it is my responsibility to prepare your monthly statements, manage your account, and have experience working with a number of properties in the state of Oregon I should be able to help clarify the discrepancies that you have referenced. I want to point out that the state of Oregon has strict regulations that we adhere to as we prepare your Conservice statements each month.  Quoting the regulations:  “Residents must be given 30 days from receipt of the monthly billing statement -- NO late fees until after 30 days.”  Because we are required to give residents 30 days to pay their utility charges we often have to mail your next bill to you before the due date of your current bill.   Based on when we mail your next bill and when you’ve made your payment on your current bill, the balances between your statements and your online ledger may not reflect the same amount.  Charges are not posted to the ledger until about 48 hours after the bills have been prepared and mailed to residents and this can also affect the balance discrepancies between your statements and your ledger.  If you make payments on your next bill before due date of your current bill or before the ledger has an opportunity to be updated than we will often see these discrepancies.  We do not simply add charges to a residents account, any items that you are responsible for are listed on each of your monthly statements. Looking at your current bill, due 6/5/2017 the balance due matches exactly what is being reported on your account online.  Currently, the balance due on your statements accurately reflects current amount owed.  Thank you for taking the time to contact us.  It is our aim to adequately explain any situation that a resident finds themselves in regarding utility billing and to be able to resolve any issues or confusion that may arise.  If further explanation is needed, please contact Conservice and we can discuss this further.  Also, if you’d prefer, you can email Conservice with your concern at [email protected] and include your Conservice account number.Thank you,Conservice

[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

Conservice began billing Tower Place Apartments for utilities as of 4/20/2015. The electric meter reads were not available when we began billing and we have been working with the community to resolve this issue. Three actual reads were supplied to us by the previous provider. The actual measured...

consumption from these 3 reads were 247 kwh and 279 kwh. We used these two consumption amounts to estimate usage for billing which is common practice when actual read are not available. Consumption was estimated between 247 kwh and 279.53 kwh since we began billing. The community agreed to send a maintenance technician to the unit to take a picture of the actual meter read so that we can apply credits or charges for any discrepancies in consumption. After receiving a current read of 9463.04 today, 11/6/2015, we have calculated a credit for the resident in the amount of $[redacted]. This is the amount that was overestimated since 4/20/2015. We apologize for any inconvenience this has caused. The community will apply the credit to the resident's account and an accurate balance can be obtained from the leasing office.Thank you, Conservice

Mr. [redacted],  Upon investigation of your account and the associated meter history it has been found that peaks in bills for October 2015, January 2016 and August 2016 are due to under billing the month or months just prior to that billing cycle followed by a true-up of the account. The...

meter in your unit has a transmitter that sends reads to a data collector which then relays those reads to our system daily. This piece of equipment requires a phone line to send the data. If this equipment is not plugged in or otherwise not working correctly, the meter will continue to measure actual consumption which will be seen on our system when the data collector once again sends information regarding your meter to my system. On 4/8/2016 the data collector stopped sending reads. When billing 5/1/2016 the meter showed that zero gallons of water had been used. At this time you were billed only for the water consumed from 4/1/2016 to 4/8/2016 leaving 24 days of usage that were not billed for. The following month (6/1/2016) we again had information showing zero consumption. This time you were billed using an estimate determined by using a 3 month unit average - including the consumption billed for May.  On 6/26/2016 a technician came to Lowry Park, found that the data collector was not physically connected and was thus unable to send information regarding your meter over the internet to our system, resolved the issue, and tested the equipment for further problems. From 4/8/2016 to 6/26/2016 your meter continued to measure actual consumption. From 4/1/2016 to 7/1/2016 your meter measured 15,300 gallons, an average of 5,100 gallons per month. Because this reflects the average for the past year of 5,167 gallons and an average of 5,067 for the past two years, we allowed you to be billed for water used in order to true-up the account for two months of under billing as follows: For May and June, according to this average you should have been billed for 10,200 gallons of water, however, you were only billed a total of 5,118 gallons (1,270 & 3,848 respectively). The other spikes noted were also true-ups for under billing. However, the unbilled water consumption was applied between two bills rather than one.  Thank you,ConserviceTell us why here...

We have reached out to the community manager who will work directly with the resident on a resolution. Thank you,Conservice

[redacted],As a third party billing provider we are required to obtainauthorization from property management to release any property specific information.  California regulations does not require for properties to release information regarding utility provider bills.  We were unable...

to get authorization from the property to release provider bill information to residents. However, we are happy to send you a document showing how the bills at Fountains at Palmdale are calculated for each resident. We are sending this document to your property manager via e-mail detailing how you are being billed. You are welcome to obtain this document from your leasing office.  We apologize for any inconvenience and hope that we have helped as much as possible.Thank you,Conservice

Dear Mr. [redacted],                 Thank you for providing us with the details of your concern. We appreciate the information that you have provided.  ...

                The lease that you signed with Stoneleigh Apartments required that you were to obtain electric service with OG&E in your name at the time of your move in on 5/27/16.  Conservice received bills for your unit from OG&E in Stoneleigh Apartment’s name for the periods of 5/27/16-6/17/16 and 6/18/16-7/20/16.  Therefore the charges were passed on to you with the service fees of $15 for the first occurrence and $50 for the second occurrence as outlined in the lease that you signed on 5/27/16.   Once you have the electric service in your name, the charges from Conservice will end. You can contact OG&E at 402-272-9741 or 800-272-9741 to get service in your name. Thank you,Conservice

The resident moved into Unit #** on 8/22/2015. Previous to 10/21/2015 we had resolved concerns with the resident about vacant electric service fees and explained our auto pay service. In regards to questions about their water consumption, our first correspondence with the resident is...

10/21/2015 in which we explained that their water was an estimated amount. After that our records indicate that we did not hear from the resident until 1/4/2016 when they were concerned over the adjustments that were being made and we informed them of why that was happening. The meters for her apartment are owned by the owner's of the apartment complex.  The meter for their unit stopped checking meaning that we no longer received their actual usage. Because we have no actual reads we use an average of all the units at the property (a standard process in the industry as state/city regulations allow). Using a occupancy average while being more accurate isn't an option for this resident because we currently don't have access to occupancy count for each unit. When we start receiving the read again, after repairs are made, we will reconcile the usage that has been billed and make any necessary adjustments. Thank you!Conservice

Hello, After further review of your account, I have made changes to the way your bill is prepared that will cause your bills to reflect the total current charges as well as an accurate amount for total due including any outstanding balance.  The next bill that we will be sending you will have an accurate Total Amount Due that will match exactly what you find on utilitiesinfo.com. You also asked for clarification on when “the clock starts” for the 30 days until late fees are applied.  The 30 days begins based on the statement date of the bill.  Reviewing your account, there have not been any late fees applied. If you would like further clarification, we would be happy to discuss this with you over the phone.  You can reach us at 1-866-947-7379.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.  With that being said it is very sad that I had to contact the Revdex.com to resolve a problem that they refused to settle when I called them myself.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This is not correct/ They have my water. gas. sewer. trash, and electric bill. And by delaying the bill, it actually results in a higher move out charge for then when I move out I will be responsible for 2 months worth and not one month.  Conservice has my bill for 6-8 weeks, and then sends it out so late to only give me 10 days to pay. There is no option to auto pay. I have to have the exact amount and manually enter this. I again asked for my september bill, and I still do not have it and it is Aug 17. The utilities sent them invoices in June and at the beginning of July
Sincerely,
[redacted]

Dear Mr. [redacted],   We apologize for any frustration or inconvenience that this issue has caused, and assure you that we are working to get it resolved as quickly as possible. In order to maintain our standards for accuracy, we are constantly checking every aspect of our billing process. In...

doing so, we found that your meter was previously set to read in gallon units, rather than 10 gallon units. However, the meter installation notes for your property state that all meters at the property should be reading in 10 gallon units, so your meter was updated to match the rest of the property.   When you called in to notify us of your increased usage, we began to look into it further. We had your property send us a picture of the meter to verify the unit of measure, but unfortunately due to the way the meter is facing, we are unable to verify from the picture. As this solution was unsuccessful, we are now sending a technician out to the property to verify the unit of measure for us manually.   We are trying to get in contact with your property to set a date for the visit, and our hopes are to schedule the visit for no later than July 11th. Once we are able to visit the property and verify the unit of measure for your meter, we will resolve the situation accordingly. Any necessary corrections to your past billing will be made.   In the meantime, we have credited back the overbilling to your account. Please feel free to contact our customer service department with any further questions or updates at ###-###-####.    Sincerely, Conservice Utility Management & Billing

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]

[redacted],Thank you for contacting us!  You are on the PG&E Care Program.  This means that you are charged a reduced electric rate for your electricity. Your usage increased in December of 2015, but because it was not in line with previous usage we, along with your onsite...

leasing office, decided to estimate your usage down until we could have a technician out to check your meter. The technician went out and once we received the report from the technician showing that your meter is working correctly we stopped estimating your usage down and started billing actual usage. Usage was estimated down from 12/1/15-5/1/16, and we started billing actual from 5/1/16-7/1/16. Usage has been between 1000-1300 kWh from 12/1/15-8/1/16.Thank you,Conservice