Harris Marine Financing, Inc.

Complaint: [redacted] -
I am rejecting this response because I have the past 6+ years of usage data. I will be happy to supply the spreadsheet. May I request the transmitter specifications and fail rates ?2011 - 2918.9 average2012 - 3906.4 average2013 - 4257.3 average2014 - 42525 average2015 - 4261.5 average (true average) (NOT including 18,175 and 8569 anomaly)2016 - 4224.7 average(true average) (NOT including 10,231 and 10,182 anomaly)The data does not support the "true up" contention of estimates. The "actual meter reading" contention is, clearly, impossible.If, for the sake of argument, these "true ups", in my apartment complex, are inaccurate you have billed the 600 tenants an overage of $238,200.00 over two years. ConService is a big company, 25 similar accounts would be an overbill of $5,955,000.00. Thus my request for $450.00 in reimbursement.Thank you for your prompt attention to this debacle, [redacted]           
Sincerely,
[redacted]

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

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

[redacted], We have received your complaint through Revdex.com and wanted to give you a response to help explain your charges.  Your currently living location at [redacted] has two different usages for gas.  Conservice bills you for the gas used to heat your...

unit, while the bill you received from People’s Gas is for gas used for cooking.  People’s gas bills are individually metered and can measure your actual consumption, but the gas used to heat your unit is not individually measured.  When it is not individually measured, we use a formula to calculate your charges based on the square footage of each apartment. This methodology is listed in your lease.  I have attached another word document that helps explain our ratio utility billing system a little better.  Electricity at this location is billed off of actual unit consumption, so you will want to make sure that electricity is put in your name with the provider. Sincerely, Conservice

Dear Mr. [redacted],The water and sewer charges for resident's at Marquis at Otay Ranch are billed to resident's based on their individual consumption recorded from the meter in their unit. However, there are instances when we are unable to receive an accurate meter read and the usage is estimated...

using either the average consumption for the property that month or the historical average for the unit. On 7/30/2016 we were unable to receive a read from your meter and your usage for that month was estimated based on the average usage at the property because we did not have usage history for your unit. We continued to use a property average to estimate your monthly usage from 7/30/2015 - 2/29/2016 due to not receiving a read value from your meter.On 3/28/2016 we were able to receive a read value of 662.90 from your meter. The actual read of your meter was less than what we had previously estimated for your unit, your estimated read was 680.70. As a result we allowed your meter to catch up to the estimated read and you were not billed for water usage from 3/28/2016 - 7/2/2016. On 7/28/2016 the read value for your meter surpassed the estimated read and you were billed for the difference of 3.53 CCFs. On 8/28/2016 we were again unable to receive a read from your meter and your meter usage was estimated using the property average. We recognize that we did have good usage history for your unit from 3/28/2016 - 7/28/2016 which would have allowed us to estimate using a unit average of 5 CCFs. We apologize for the over-estimation that you were billed and we have issued a credit of $31.54 to your account for the over-billing.In cooperation with your community, we have submitted a service request for a technician to come inspect the meter. Going forward we will ensure that you are billed based on your unit average until we are able to receive an accurate read.  Thank you!

Mr. [redacted],   Your meter is located on the ground floor behind the hot water tanks inside a return panel. We have been in contact with management at the property who have stated they will be happy to show you personally where your meter is if you contact them requesting this. If you have any more questions, please contact us here at Conservice by calling 1-866-947-7379.   Thank you!   Conservice

Complaint: [redacted]
I am rejecting this response because: I am unable to view the documents in the office as I am in a landlord/tenant dispute with [redacted] through the Birmingham Revdex.com over repeated violations of my lease agreement. I am the consumer who paid directly for these services, therefore I should be afforded access to invoices and breakdowns from the utility billing company, unless [redacted] is trying to hide inconsistencies with their billing amongst residents. I would like the documents mailed directly to me or sent via email to [redacted]@gmail.com. After all, I am the one paying the charges, not them. 
Sincerely,
[redacted]

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

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

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. However, I reviewed all my prior bills and would like it to be noted that although the $25 fee was removed in 2014, there were three other 'late' charges through the past 8 years with Conservice.  Additionally, while trying to avoid late charges, I have had to use the phone payment service four times, which incurred a fee for use of a credit card.  I have kept all my billing statements and have noted the trend of a shorter time allotment in which to pay a bill.  Hopefully this has now been corrected.
Sincerely,
[redacted]

Mr. [redacted],
Roman"">
We apologize for any
confusion that our statements may have caused regarding your balance with
Conservice. The utility bill in question was mailed out to you on 2/13/2016
with a due date of 3/1/2016; you have a 3 day grace period before late fees are
applied to your account. Per your Revdex.com complaint you stated you mailed in your
payment on 3/1/2016.  There is a notice
on all bills stating "Mailing remittance does not constitute payment.”  We need to receive the payment by the 1st
or before the grace period is up to avoid a late fee.  A late notice was sent to you on 3/8/2016
showing your past due balance including a $5.00 late fee that was accessed to
the account as payment was not received by this date.
A new bill was then
sent on 3/11/2106, for charges due 4/1/2016. 
This bill shows that, at the time the statement went out, we had yet to
receive your payment for the bill due 3/1/16. Payment for the bill due 3/1/2016
was received on 3/14/2016.
A payment was also
received for the bill due 4/1/2016 on 3/21/2016. However this payment did not
include the late fee that was assessed due to the late payment for the bill due
3/1/2106 so, an additional notice was sent to you on 3/22/2016 letting you know
of a past due balance of $5.00 on your account. 
Since a balance was remaining after the 4/1/2106 due date you were
accessed a late fee on 4/6/2016. 
Conservice can remove
one $5 late for the lifetime of the account however, we have removed 2 late
fees on your account in the amount of $10. 
As of today, your balance due 5/1/2016 is $[redacted].  As long as payment is received each month by
the due date you can avoid future late fees. 
Many payment options are available to avoid a late fee being assessed;
this includes adding auto pay to your account or making a payment online or
over the phone. If you would like to know the balance on your account please
call into our customer service department at ###-###-####.
Thank you,
Conservice

Dear Mr. [redacted],Upon review of your account we agree that recently the bills have unintentionally been mailed later than our expectation, and that the due date has not been modified to reflect this. Under normal circumstances the bills would be mailed at least 14 days before the due date and that...

standard has been met consistently in the past. As a gesture of good faith we have credited back your most recent late fee of $7.50. Additionally we will not apply a late fee to your account for the bills due March 1, 2017 to give you sufficient time to submit payment. We apologize for the inconvenience this has caused and will be sure to monitor this situation in the future.Thank you,Conservice

Hello [redacted],Upon further evaluation, I noticed that you did have charges on your bills for Vacant Charges that were not appearing in our system. We have corrected the error and credited those back to you as well. Including those, the total charges are;6/8/2015-7/2/2015 - $73.91 Vacant Electric and $25 Vacant Service Fee.7/2/2015-8/3/2015 - $99.55 Vacant Electric and $25 Vacant Service Fee.8/3/2015-9/1/2015 - $130.26 Vacant Electric and $25 Vacant Service Fee.9/1/2015-10/1/2015 - $153.35 Vacant Electric and $25 Vacant Service Fee.10/1/2015-11/2/2015 - $122.77 Vacant Electric and $25 Vacant Service Fee.10/1/2015-11/2/2015 - ($29) California Credit.11/2/2015-12/3/2015 - $65.89 Vacant Electric and $25 Vacant Service Fee.12/3/2016-1/4/2016 - $58 Vacant Electric and $25 Vacant Service Fee.As stated previously, because the set up was incorrect, we cannot credit back the Vacant Service Fee. With those amounts excluded, the total Conservice is able to credit you back is ($674.73). The total amount due on 2/1/2017 - $62.92 - was deducted from that. The remaining credit is ($611.81). A check can be sent out to you for that amount. Please confirm what address you would like that check sent to. For further clarification, the amount of $89.45 was prorated by Conservice according to your move in date, meaning we only charged you $73.91 for the service period of 6/8/2015-7/2/2015. 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 address the check is to be sent to, please call our Customer Service line at 1-866-947-7379. Thank you,Conservice

Hello,Mr. [redacted] called in on December 19th, 2017 disputing the Vacant Gas charges applied by Conservice from SDG&E, stating he had services in his name. Vacant charges appear on a resident's Conservice statement when it's found the resident did not place utilities in their name with the utility...

provider at time of move-in. Irvine contracts Conservice to identify such charges and apply them to the tenant's statement, along with a $25 penalty fee. This service and penalty are disclosed in the tenant's lease.The Conservice Customer Service representative who spoke with Mr. [redacted] explained that research would need to be done to confirm he placed utilities in his name at time of move-in. As part of the research process, Conservice requested Mr. [redacted] send in a copy of the utility bill he received from SDG&E for gas charges for the same period which he was charged on his Conservice statement. Using this information, Conservice would then contact the provider directly to confirm the tenant followed the appropriate process of contracting gas service in his name with SDG&E at time of move-in. Mr. [redacted] told the Conservice representative that he would only send in the first and last statements provided from SDG&E. Conservice received these statements from Mr. [redacted] but both bills sent from the tenant show he is being charged for Electricity service only and for different service periods than which he was charged for on his Conservice statement.The Conservice representative did not have a callback number for Mr. [redacted], but Conservice did receive an email from the tenant sent to the Conservice Customer Service department. Conservice is in the process of responding to Mr. [redacted]'s email notifying him that we do not have the appropriate documentation to contact SDG&E to determine if the vacant recovery charges can be reversed. As soon as Mr. [redacted] is able to provide the documentation asked for, Conservice will follow-up with SDG&E and provide a resolution to the tenant.Thank you,Conservice

[redacted],We apologize for any confusion and wish to help answer any questions you may have. The service fee charge is not only to send the bills, but is to gather the information and calculate the bills based on the information we have collected. The Real Estate tax is a flat charge through...

your community that they have requested us to charge out. Many of the rental property owners nationwide are deciding to use utility billing services, helping in efforts to encourage resources conservation by consumers and stabilize rent. You are billed in accordance with the terms of your renal agreement. Our regulatory department reviews the billing practices at your property to ensure they are in line with all state and local legal requirements. Due to this we are unable to waive or remove the charges and fees in questions. Feel free to call our customer service line with any other questions we have utility expert ready to take your call."I have reviewed this will my team lead and senior team lead. Let me know if this is acceptable or if I need to change or add anything. Thank you,Conservice

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

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

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

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