Complaint: [redacted] I am rejecting this response because: I was not told up front about having another company pay my bills for meI f I had the utiltities in my name then whoever came after me would not have to pay anything in regards to my previous usageI would rather pay a deposit to the power company of dollars than to pay a year for your service plus the additional 1500-dollars a year extra in money for the power billI appreciate your response but it doesn't resolve anythingThank you and have a nice day Sincerely, [redacted]
[redacted] ,On July 13, our Customer Service department received your call concerning your utility bill from ConserviceYou stated that you had signed a new lease as of 5/5/and were inquiring as to why you had received a bill for the billing period of 4/15/2016-5/13/with charges prior to your lease sign dateConservice called to verify this information with the property and May 4, was the date we were given for your move in date, but that you had taken over a lease from a previous residentIn the lease it specified that you would be responsible for all terms and conditions of the previous lease, including the Conservice account and all charges associated Given this, even though you weren’t living in the unit for the full service cycle of 04/15/- 05/13/2016, you are still responsible for the complete balance of $Cindy also mentioned that you can contact the previous resident regarding the balance associated with the time you were not in the unit if you desire.You may call their leasing office and the Property Manager would be happy to answer any of your questions concerning your lease and the requirements of taking over the previous leaseYou may also call Conservice Customer Service at ###-###-#### with any other questions or concerns you may have and we would be happy to helpThank 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 Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Conservice,Thank you for your replyI continue to dispute this issue for the following reasons:First, although the lease does in fact say what you quoted in this reply, it states $50, not $monthly or for any other identfied cycle, It just says $I have already paid $and you are billing me for $more.And more specifically, per your records of my billings of:6/13/- 7/13/(received at Conservice on 7/21/and issued to you on your bill mailed on 8/15/2016)7/13/- 8/11/(received at Conservice on 8/20/and issued to you on your bill mailed on 9/15/)8/11/- 8/31/(received at Conservice on 9/6/and issued to you on your bill mailed on 9/15/2016)The very first bill I received from your company was a Statement Date of 7/16/It reflects a statement cycle of 6/1/16-7/1/and confirms that my modate is 6/11/16, which is accurate, and that the billing for the utilities listed (Electricity, Sewer, Trash, Water, your Account Set Up fee and monthly service fee) were proratedIn fact, your monthly service fee was no prorated and I paid the fee in fullThe statement/bill did not have mention of Gas service or Gas service fees or chargesI paid the total amount in full by the due date of 8/1/16.The next bill I received had a Statement Date of 8/16/This included the first reference to Gas utility listing a Vacant Gas Fee of $(the cost of gas) and a Vacant Service Fee (what I found out by calling was the charge received for not having set up an Account with the Gas company in my name) of $When I opened this statement the end of August knowing the due date would be 9/1/in order to write a check is when I noticed these feesI immediately called your company and spoke with ClaytonHe explained the vacant service fee was for not opening a Gas account in my nameI told him that this prompted me that I had forgotten to open a Gas account in my name because all the other utilities didn't require I open an account in my name and that I would do it immediately because I didn't want to pay any more fees for that and he advised me to email your Customer Service email account right away with attn: to him with proof that I opened the account as discussed with himI in fact did this within the next day by attaching a copy of my new account for Gas which I opened on 8/31/I paid that month's Conservice statement/bill in full by the due date of 9/1/16.I never heard back or received any reply to my above email.The next statement I received had a statement date of 9/16/and listed two more Vacant Gas amounts of gas usage and two more Vacant Gas Service Fees of $each, higher than the $fee from the previous month's statementOne covered 7/13/16-8/11/and the other 8/11/16-8/31/The later was not even for a full monthI again immediately called your company to clarify this and ask what the reasons for this were, especially since I had opened the gas account and provided proof as instructed the next day making you aware of this as of 8/31/and regardless of when you received any gas bills or posted them as billable to me, you already knew that my name and apt were associated with billingI also questioned why there was a significantly higher amount for those two fees and that one of those was not even for a full month and that none of this was clearly stated as being ongoing in the leaseI was told that the lower fee of $was just an opportunity to alert a customer that they haven't opened a Gas account in their name and the later higher fees were more of a penalty for still not opening an accountII responded that I did in fact open an account in my name and sent proof the very next day after seeing and clarifying what the $fee was for and therefore did immediately appropriately make the change and should not be billed for the following months as your company had already known I put the gas in my nameI requested those fees be removed but I was told nothng could be done and I started my dispute directly with your company and my apartment communityWaiting for replies and not getting any response that was consistent, I then decided to make this complaint with the Revdex.com.Further, the same day I made this complaint a couple of weeks ago, I stopped by my apartment community to share this info with the Manager because I received a note from here stating that I would need to pay late fees for the remaining $I've been disputing because Conservice will not remove the $feesI again expressed my concerns about this and the Manager called her Conservice point of contact with me there, and I explained the situation to her saying that given the way Conservice system is set up and bills does not facilitate the statement they make of charging a smaller fee (the $first Vacant Service Fee) in order to give the customer a chance to open the account in their name and later charge a higher fee because they didn't take advantage of the $warning fee because I in fact did just that and was still charged these $each feesShe agreed with this view and said she's ask her supervisor if he/she would remove the fee and call either me or the apartment manager the very next day with the answerNeither I nor the apt manager heard backI stopped by the apartment complex office a few days and checked with the manager as to whether she heard anything and she said no and we called the point of contact again but had to leave a message regarding this and left both our numbers again to be contactedStill nothing heard backToday I receive this reply through the Revdex.com and am still unsatisfied with the erroneous and non-customer-friendly dogmatic thinking and response, particularly because despite my many attempts to complain directly with Conservice, there is not a clear or timely process that is respected by your company and yet your company's charges are directly attached to my rent and standing in this apartment community and even with your statement of what the lease says, the lease only refers to $50, not monthly, and you are trying to charge me a total of $90, of which I already paid $the first statement that showed the fee.I am reluctant but willing to settle this by paying only $in addition to my already paid $even though my statements above still stand about there not being a fair process buifor a customer to respond to the initial lower 'alert' I've been told is in placeBecause I did respond right awaySince you refer to the lease as saying $50, I am willing to pay $to equal $which is the reference in the lease as a maximum amount and does not clearly, i.elegally, require anything further.Please let me knowI am unwilling to pay any late fees as this issue has continued to be under legitimate dispute during the time it has not been paidThank you[redacted] *** Sincerely, [redacted] ***
Dear [redacted] ***,We have received the complaint you sent to the Revdex.com and wished to address the concerns you statedThe bucket test maintenance performed in your unit on approximately 8/29/found that the meter was measuring the consumption of the unit correctly Maintenance informed us, as well as provided pictures, showing that after running gallons of water down the drain, the meter only increased by units (beginning read 0207738, ending read 0207748)We have also reviewed the data obtained from your meter, which checks into our system daily, and found that the consumption being used in your unit, while high, shows fluctuation, which is further indication that the meter is working correctly As you informed us that no leaks were found in your unit, in addition to the bucket test confirming the meter is reading correctly, this is why we advised you that the high consumption, to the best of our knowledge, is accurate and directed you to our website for water conservation tips.We understand your continued concern with the high usage in your unit and, as an additional precaution, we have reached out to your management company for further investigation All indicators came back showing that the meter is working correctly and your unit should be billed based on actual usage.Thank you,Conservice
Hello [redacted] ,I apologize for the frustration you are experiencingI understand that you contacted your bank to stop the auto pay processHowever, in order to effectively stop the auto payments, you would have needed to go to our website, www.utilitiesinfo.com Attached is the Auto EFT agreement that outlines this process for your reference As a result, we were authorized to continue requesting the fundsUnfortunately, since the bank had received the request to process a stopped payment, the $charge is currently seen on your account as a returned check charge I also wanted to let you know that your account is no longer set up for autopay on our system, so this should not be an issue in the futureAgain I apologize for the confusion and the frustrationThank you,Conservice
Dear *** ***,We are sorry that this issue has been frustrating and the inconvenience it has caused youAs part of our company, we don't deal with any collections agencies at any pointWe do not have any of your information that would be required to work with a collection agency such as your date of birth and social security Because of this, there should be no amount of money that is being collected on behalf of ConserviceWhen a resident has a past due balance, that is up to the property's discretion if they want to involve a third party collection agency, but it does not involve ConserviceAn explanation of our final bill process will help clarify what happens with your utility balanceWhen a resident gets moved out of our system, a final bill is created that covers all utilities from the last day of the cycle from your most recent bill up to your move out dateOnce the final bill gets created, those charges are then sent to the propertyAt this time your account is closed with Conservice and your balance is then transferred to the property resulting in $owed to ConserviceIt is then the property's liability to collect that amount, if they were not able to receive a balance, they can turn that over to a third party collection agency, if they so chooseWe have taken a look at your account and everything was processed correctly and accuratelyYou have no balance with usIf you could provide us with a copy of the bill that you received saying you still have a balance that needs to be paid we would be more than happy to further investigate this for you.Thanks you,Conservice
[redacted] ***,In an act of good faith, we have credited your account for additional late fees Your current balance is -$*** 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
[redacted] , The meter system at your property, Steele Creek South, had been having an issue with the transmittersThis issue has been correctedWhile the meters themselves were recording consumption, some of the transmitters on the property that broadcast the meter reads to the leasing office were malfunctioningAs a consequence, Conservice was unable to receive reads for your unit from late June through early January The final read from your meter based on actual consumption was on May 25, 2016.When Conservice is unable to get reads from a meter an applicable average is used to determine expenseIn your case a property average based on average consumption at the property was usedThe amount varied over the six months Conservice was unable to get reads; from a low of gallons (in July 2016) to a high of gallons (in August 2016)Your estimated meter read on December 25, at the end of the cycle used for the bill due February 1, 2017, was In early January Conservice was able to access your meter read againOn January 25, 2017, the end of the cycle for bills due March 1, 2017, your actual read based on real consumption was 150196, a difference of 24,gallons from the estimated read.During the period when your meter was not checking in Conservice had estimated that you used a total of 17,gallonsIn actuality, your consumption was 45,gallonsConservice had been under estimating your consumptionIn situations where a resident has been under billed for actual consumption, a "true up" of expense occurs, where the resident is billed the difference between the estimation and the actual usageOn the bill due March 1, you were charged consumption for that difference; 24,gallonsShortly before Conservice received a notification from the Revdex.com of your concerns, the leasing office at Steele Creek South contacted Conservice and inquired as to possible options to assist you because of the large increase in your billAfter consultation with Fogelman Management your bill due March was reduced by two thirdsYour bills due April and May will have charges based on actual usage during the applicable period (in the case of the bill due April 1, a consumption charge of gallons) along with one third of the expense from charges sent out on the bill due March One third of the charges equal $for sewer and $for waterIt was determined that splitting up the cost from this large bill over several months would make it easier for you to payThank you,Conservice
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 monthConservice's goal is to get all applicable utilities on a consolidated statement for your home each monthThe water bill that is generated from Las Vegas Valley Water District is typically created from the 12-15th each monthOnce that bill is processed and paid by Conservice, the usage charges for your home are finalized within the same month by the 20thIf we were to not delay your billing for water, that would result in a higher move out bill for water chargesResidents 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 timeThank you,Conservice
Laurie V [redacted] ,Thank you for contacting us regarding your concern.We have contacted the Regional ManagerIt has been decided that you will be billed for water and sewer according to your lease I believe that the Regional Manager has reached out to you to discuss this resolution If you have further questions please feel free to contact us back.Thank you!Conservice Billing Dept
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 unitHowever, 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 unitOn 7/30/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 unitWe continued to use a property average to estimate your monthly usage from 7/30/- 2/29/due to not receiving a read value from your meter.On 3/28/we were able to receive a read value of from your meterThe actual read of your meter was less than what we had previously estimated for your unit, your estimated read was 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/- 7/2/On 7/28/the read value for your meter surpassed the estimated read and you were billed for the difference of CCFsOn 8/28/we were again unable to receive a read from your meter and your meter usage was estimated using the property averageWe recognize that we did have good usage history for your unit from 3/28/- 7/28/which would have allowed us to estimate using a unit average of CCFsWe apologize for the over-estimation that you were billed and we have issued a credit of $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 meterGoing forward we will ensure that you are billed based on your unit average until we are able to receive an accurate read Thank you!
[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 residentsHowever, we are happy to send you a document showing how the bills at Fountains at Palmdale are calculated for each residentWe are sending this document to your property manager via e-mail detailing how you are being billedYou 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
Mr***, Upon investigation of your account and the associated meter history it has been found that peaks in bills for October 2015, January and August are due to under billing the month or months just prior to that billing cycle followed by a trof the accountThe meter in your unit has a transmitter that sends reads to a data collector which then relays those reads to our system dailyThis piece of equipment requires a phone line to send the dataIf 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 systemOn 4/8/the data collector stopped sending readsWhen billing 5/1/the meter showed that zero gallons of water had been usedAt this time you were billed only for the water consumed from 4/1/to 4/8/leaving days of usage that were not billed forThe following month (6/1/2016) we again had information showing zero consumptionThis time you were billed using an estimate determined by using a month unit average - including the consumption billed for May On 6/26/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 problemsFrom 4/8/to 6/26/your meter continued to measure actual consumptionFrom 4/1/to 7/1/your meter measured 15,gallons, an average of 5,gallons per monthBecause this reflects the average for the past year of 5,gallons and an average of 5,for the past two years, we allowed you to be billed for water used in order to trthe account for two months of under billing as follows: For May and June, according to this average you should have been billed for 10,gallons of water, however, you were only billed a total of 5,gallons (1,& 3,respectively)The other spikes noted were also true-ups for under billingHowever, the unbilled water consumption was applied between two bills rather than one Thank you,ConserviceTell us why here
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] Conservice Account # [redacted] Dear Ms***, Due to the sensitive nature of provider bills I reached out to [redacted] corporate officesThey denied permission to present the bills through Revdex.com for confidentiality purposesThey did approve that I provide the bills and the breakdown to the property, where you may view the information in the officeYou 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 billedThe provider bills with the credits will be shown, along with all calculationsI 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
[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 dateThis 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-outThis 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/and this was the charged that was used to prorate your final charges from 02/10/16-03/28/for $We did later receive a provider bill from 02/09/16-03/09/for $284.52, which was provided to youThis bill does not go from 02/10/16-03/28/ [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/to prorate from 02/10/16-03/28/for $This correction was sent over to [redacted] on 04/08/to be posted on their ledgerAt 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 departmentThis misunderstanding was that the newest bill with charges of $was for 02/09/16-03/09/16, and not for 02/10/16-03/28/ We apologize for any inconvenience this may have caused.Thank you,Conservice
Hello [redacted] , At Conservice, we strive to offer excellent customer service and support in handling billing and utility management for your community. One component of this is handling complaints that may arise during this process and resolving these complaints in an accurate and timely... manner. We appreciate the detailed explanation and documentation of your concern and have done all possible to ensure that this issue was thoroughly investigated. A resolution is summarized below. In examining the charges listed on your bill for the service period of 5/1/2016-6/1/2016, we evaluated the estimated reading of 20,000 gallons. This estimated reading was intended to true-up any underestimated consumption in the previous five months due to the meter reads data collector at your community not sending reads to our system. However, in comparing this amount to previous months’ usages before there were any issues with this data collector, we did verify that the average usage for your unit falls between 5,000 and 6,000 gallons each month, and therefore the estimation of 20,000 gallons to true up to the current meter read was deemed excessive. We appreciate you bringing to our attention the pipe break that occurred in your building, as this helps us understand the reason our data showed such a large increase in meter reads when your unit has a consistent history of using around the same amount of usage each month. We have reached out to your community regarding this issue and suggested adjusting this estimated read of 20,000 gallons to a unit average of 5,424 gallons. This falls much more in line with your average usage when compared to your unit history. The property has approved this change. Listed below are the credits that have been applied to your account, displaying both the original charges you received for this service period, as well as the updated charges after this credit has been applied. Original Water Charge (20,000 gallons): $160.93 Original Sewer Charge (20,000 gallons): $119.60 Updated Water Charge (5,424 gallons): $43.58 Updated Sewer Charge (5,424 gallons): $32.41 Credits applied to Water: -$117.35 Credits applied to Sewer: -$87.19 In comparing these updated water and sewer amounts to charges you have received in previous months, we found that these charges fall much more in line with both your typical usage and the typical charges you receive for these utilities, and these amounts have been updated on your account in our systems, as well as with your property management. This issue should be resolved moving forward, as we are using the actual reads we are receiving for your unit, and these already appear to follow the usual trend that is typical of your unit. We appreciate you bringing this issue to our knowledge and hope that you find the provided resolution satisfactory. If you have any further concerns or additional questions, we encourage you to contact our Customer Service line at ###-###-####.Thank you,Conservice
[redacted] ,Thank you for contacting us regarding your bill As previously explained, it is standard practice that when a meter reports "0" usage that a resident is given an estimate based on their usage When you previously contacted Conservice we did reach out to your community management and they instructed us to not adjust the amounts that had been billed However, after looking further into this issue we did reach back out to your community management and a credit has been applied to your account for the time period that you were not living in your home You will see a total credit of -$[redacted] on your account Please keep in mind that they other charges such as water and sewer base charges are not consumption based so those charges will not be adjusted Your new total due 10/1/is $***.If you have any other questions please let us know!Thank you!Cosnervice
Complaint: [redacted] I am rejecting this response because: I was not told up front about having another company pay my bills for meI f I had the utiltities in my name then whoever came after me would not have to pay anything in regards to my previous usageI would rather pay a deposit to the power company of dollars than to pay a year for your service plus the additional 1500-dollars a year extra in money for the power billI appreciate your response but it doesn't resolve anythingThank you and have a nice day Sincerely, [redacted]
[redacted] ,On July 13, our Customer Service department received your call concerning your utility bill from ConserviceYou stated that you had signed a new lease as of 5/5/and were inquiring as to why you had received a bill for the billing period of 4/15/2016-5/13/with charges prior to your lease sign dateConservice called to verify this information with the property and May 4, was the date we were given for your move in date, but that you had taken over a lease from a previous residentIn the lease it specified that you would be responsible for all terms and conditions of the previous lease, including the Conservice account and all charges associated Given this, even though you weren’t living in the unit for the full service cycle of 04/15/- 05/13/2016, you are still responsible for the complete balance of $Cindy also mentioned that you can contact the previous resident regarding the balance associated with the time you were not in the unit if you desire.You may call their leasing office and the Property Manager would be happy to answer any of your questions concerning your lease and the requirements of taking over the previous leaseYou may also call Conservice Customer Service at ###-###-#### with any other questions or concerns you may have and we would be happy to helpThank you, Conservice
Complaint: [redacted] Thanks, please keep us posted here Sincerely, [redacted] ***
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] ***
Complaint: [redacted] I am rejecting this response because: Conservice,Thank you for your replyI continue to dispute this issue for the following reasons:First, although the lease does in fact say what you quoted in this reply, it states $50, not $monthly or for any other identfied cycle, It just says $I have already paid $and you are billing me for $more.And more specifically, per your records of my billings of:6/13/- 7/13/(received at Conservice on 7/21/and issued to you on your bill mailed on 8/15/2016)7/13/- 8/11/(received at Conservice on 8/20/and issued to you on your bill mailed on 9/15/)8/11/- 8/31/(received at Conservice on 9/6/and issued to you on your bill mailed on 9/15/2016)The very first bill I received from your company was a Statement Date of 7/16/It reflects a statement cycle of 6/1/16-7/1/and confirms that my modate is 6/11/16, which is accurate, and that the billing for the utilities listed (Electricity, Sewer, Trash, Water, your Account Set Up fee and monthly service fee) were proratedIn fact, your monthly service fee was no prorated and I paid the fee in fullThe statement/bill did not have mention of Gas service or Gas service fees or chargesI paid the total amount in full by the due date of 8/1/16.The next bill I received had a Statement Date of 8/16/This included the first reference to Gas utility listing a Vacant Gas Fee of $(the cost of gas) and a Vacant Service Fee (what I found out by calling was the charge received for not having set up an Account with the Gas company in my name) of $When I opened this statement the end of August knowing the due date would be 9/1/in order to write a check is when I noticed these feesI immediately called your company and spoke with ClaytonHe explained the vacant service fee was for not opening a Gas account in my nameI told him that this prompted me that I had forgotten to open a Gas account in my name because all the other utilities didn't require I open an account in my name and that I would do it immediately because I didn't want to pay any more fees for that and he advised me to email your Customer Service email account right away with attn: to him with proof that I opened the account as discussed with himI in fact did this within the next day by attaching a copy of my new account for Gas which I opened on 8/31/I paid that month's Conservice statement/bill in full by the due date of 9/1/16.I never heard back or received any reply to my above email.The next statement I received had a statement date of 9/16/and listed two more Vacant Gas amounts of gas usage and two more Vacant Gas Service Fees of $each, higher than the $fee from the previous month's statementOne covered 7/13/16-8/11/and the other 8/11/16-8/31/The later was not even for a full monthI again immediately called your company to clarify this and ask what the reasons for this were, especially since I had opened the gas account and provided proof as instructed the next day making you aware of this as of 8/31/and regardless of when you received any gas bills or posted them as billable to me, you already knew that my name and apt were associated with billingI also questioned why there was a significantly higher amount for those two fees and that one of those was not even for a full month and that none of this was clearly stated as being ongoing in the leaseI was told that the lower fee of $was just an opportunity to alert a customer that they haven't opened a Gas account in their name and the later higher fees were more of a penalty for still not opening an accountII responded that I did in fact open an account in my name and sent proof the very next day after seeing and clarifying what the $fee was for and therefore did immediately appropriately make the change and should not be billed for the following months as your company had already known I put the gas in my nameI requested those fees be removed but I was told nothng could be done and I started my dispute directly with your company and my apartment communityWaiting for replies and not getting any response that was consistent, I then decided to make this complaint with the Revdex.com.Further, the same day I made this complaint a couple of weeks ago, I stopped by my apartment community to share this info with the Manager because I received a note from here stating that I would need to pay late fees for the remaining $I've been disputing because Conservice will not remove the $feesI again expressed my concerns about this and the Manager called her Conservice point of contact with me there, and I explained the situation to her saying that given the way Conservice system is set up and bills does not facilitate the statement they make of charging a smaller fee (the $first Vacant Service Fee) in order to give the customer a chance to open the account in their name and later charge a higher fee because they didn't take advantage of the $warning fee because I in fact did just that and was still charged these $each feesShe agreed with this view and said she's ask her supervisor if he/she would remove the fee and call either me or the apartment manager the very next day with the answerNeither I nor the apt manager heard backI stopped by the apartment complex office a few days and checked with the manager as to whether she heard anything and she said no and we called the point of contact again but had to leave a message regarding this and left both our numbers again to be contactedStill nothing heard backToday I receive this reply through the Revdex.com and am still unsatisfied with the erroneous and non-customer-friendly dogmatic thinking and response, particularly because despite my many attempts to complain directly with Conservice, there is not a clear or timely process that is respected by your company and yet your company's charges are directly attached to my rent and standing in this apartment community and even with your statement of what the lease says, the lease only refers to $50, not monthly, and you are trying to charge me a total of $90, of which I already paid $the first statement that showed the fee.I am reluctant but willing to settle this by paying only $in addition to my already paid $even though my statements above still stand about there not being a fair process buifor a customer to respond to the initial lower 'alert' I've been told is in placeBecause I did respond right awaySince you refer to the lease as saying $50, I am willing to pay $to equal $which is the reference in the lease as a maximum amount and does not clearly, i.elegally, require anything further.Please let me knowI am unwilling to pay any late fees as this issue has continued to be under legitimate dispute during the time it has not been paidThank you[redacted] *** Sincerely, [redacted] ***
Dear [redacted] ***,We have received the complaint you sent to the Revdex.com and wished to address the concerns you statedThe bucket test maintenance performed in your unit on approximately 8/29/found that the meter was measuring the consumption of the unit correctly Maintenance informed us, as well as provided pictures, showing that after running gallons of water down the drain, the meter only increased by units (beginning read 0207738, ending read 0207748)We have also reviewed the data obtained from your meter, which checks into our system daily, and found that the consumption being used in your unit, while high, shows fluctuation, which is further indication that the meter is working correctly As you informed us that no leaks were found in your unit, in addition to the bucket test confirming the meter is reading correctly, this is why we advised you that the high consumption, to the best of our knowledge, is accurate and directed you to our website for water conservation tips.We understand your continued concern with the high usage in your unit and, as an additional precaution, we have reached out to your management company for further investigation All indicators came back showing that the meter is working correctly and your unit should be billed based on actual usage.Thank you,Conservice
Hello [redacted] ,I apologize for the frustration you are experiencingI understand that you contacted your bank to stop the auto pay processHowever, in order to effectively stop the auto payments, you would have needed to go to our website, www.utilitiesinfo.com Attached is the Auto EFT agreement that outlines this process for your reference As a result, we were authorized to continue requesting the fundsUnfortunately, since the bank had received the request to process a stopped payment, the $charge is currently seen on your account as a returned check charge I also wanted to let you know that your account is no longer set up for autopay on our system, so this should not be an issue in the futureAgain I apologize for the confusion and the frustrationThank you,Conservice
Dear *** ***,We are sorry that this issue has been frustrating and the inconvenience it has caused youAs part of our company, we don't deal with any collections agencies at any pointWe do not have any of your information that would be required to work with a collection agency such as your date of birth and social security Because of this, there should be no amount of money that is being collected on behalf of ConserviceWhen a resident has a past due balance, that is up to the property's discretion if they want to involve a third party collection agency, but it does not involve ConserviceAn explanation of our final bill process will help clarify what happens with your utility balanceWhen a resident gets moved out of our system, a final bill is created that covers all utilities from the last day of the cycle from your most recent bill up to your move out dateOnce the final bill gets created, those charges are then sent to the propertyAt this time your account is closed with Conservice and your balance is then transferred to the property resulting in $owed to ConserviceIt is then the property's liability to collect that amount, if they were not able to receive a balance, they can turn that over to a third party collection agency, if they so chooseWe have taken a look at your account and everything was processed correctly and accuratelyYou have no balance with usIf you could provide us with a copy of the bill that you received saying you still have a balance that needs to be paid we would be more than happy to further investigate this for you.Thanks you,Conservice
[redacted] ***,In an act of good faith, we have credited your account for additional late fees Your current balance is -$*** 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
[redacted] , The meter system at your property, Steele Creek South, had been having an issue with the transmittersThis issue has been correctedWhile the meters themselves were recording consumption, some of the transmitters on the property that broadcast the meter reads to the leasing office were malfunctioningAs a consequence, Conservice was unable to receive reads for your unit from late June through early January The final read from your meter based on actual consumption was on May 25, 2016.When Conservice is unable to get reads from a meter an applicable average is used to determine expenseIn your case a property average based on average consumption at the property was usedThe amount varied over the six months Conservice was unable to get reads; from a low of gallons (in July 2016) to a high of gallons (in August 2016)Your estimated meter read on December 25, at the end of the cycle used for the bill due February 1, 2017, was In early January Conservice was able to access your meter read againOn January 25, 2017, the end of the cycle for bills due March 1, 2017, your actual read based on real consumption was 150196, a difference of 24,gallons from the estimated read.During the period when your meter was not checking in Conservice had estimated that you used a total of 17,gallonsIn actuality, your consumption was 45,gallonsConservice had been under estimating your consumptionIn situations where a resident has been under billed for actual consumption, a "true up" of expense occurs, where the resident is billed the difference between the estimation and the actual usageOn the bill due March 1, you were charged consumption for that difference; 24,gallonsShortly before Conservice received a notification from the Revdex.com of your concerns, the leasing office at Steele Creek South contacted Conservice and inquired as to possible options to assist you because of the large increase in your billAfter consultation with Fogelman Management your bill due March was reduced by two thirdsYour bills due April and May will have charges based on actual usage during the applicable period (in the case of the bill due April 1, a consumption charge of gallons) along with one third of the expense from charges sent out on the bill due March One third of the charges equal $for sewer and $for waterIt was determined that splitting up the cost from this large bill over several months would make it easier for you to payThank you,Conservice
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 monthConservice's goal is to get all applicable utilities on a consolidated statement for your home each monthThe water bill that is generated from Las Vegas Valley Water District is typically created from the 12-15th each monthOnce that bill is processed and paid by Conservice, the usage charges for your home are finalized within the same month by the 20thIf we were to not delay your billing for water, that would result in a higher move out bill for water chargesResidents 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 timeThank you,Conservice
Laurie V [redacted] ,Thank you for contacting us regarding your concern.We have contacted the Regional ManagerIt has been decided that you will be billed for water and sewer according to your lease I believe that the Regional Manager has reached out to you to discuss this resolution If you have further questions please feel free to contact us back.Thank you!Conservice Billing Dept
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 unitHowever, 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 unitOn 7/30/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 unitWe continued to use a property average to estimate your monthly usage from 7/30/- 2/29/due to not receiving a read value from your meter.On 3/28/we were able to receive a read value of from your meterThe actual read of your meter was less than what we had previously estimated for your unit, your estimated read was 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/- 7/2/On 7/28/the read value for your meter surpassed the estimated read and you were billed for the difference of CCFsOn 8/28/we were again unable to receive a read from your meter and your meter usage was estimated using the property averageWe recognize that we did have good usage history for your unit from 3/28/- 7/28/which would have allowed us to estimate using a unit average of CCFsWe apologize for the over-estimation that you were billed and we have issued a credit of $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 meterGoing forward we will ensure that you are billed based on your unit average until we are able to receive an accurate read Thank you!
[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 residentsHowever, we are happy to send you a document showing how the bills at Fountains at Palmdale are calculated for each residentWe are sending this document to your property manager via e-mail detailing how you are being billedYou 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
Mr***, Upon investigation of your account and the associated meter history it has been found that peaks in bills for October 2015, January and August are due to under billing the month or months just prior to that billing cycle followed by a trof the accountThe meter in your unit has a transmitter that sends reads to a data collector which then relays those reads to our system dailyThis piece of equipment requires a phone line to send the dataIf 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 systemOn 4/8/the data collector stopped sending readsWhen billing 5/1/the meter showed that zero gallons of water had been usedAt this time you were billed only for the water consumed from 4/1/to 4/8/leaving days of usage that were not billed forThe following month (6/1/2016) we again had information showing zero consumptionThis time you were billed using an estimate determined by using a month unit average - including the consumption billed for May On 6/26/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 problemsFrom 4/8/to 6/26/your meter continued to measure actual consumptionFrom 4/1/to 7/1/your meter measured 15,gallons, an average of 5,gallons per monthBecause this reflects the average for the past year of 5,gallons and an average of 5,for the past two years, we allowed you to be billed for water used in order to trthe account for two months of under billing as follows: For May and June, according to this average you should have been billed for 10,gallons of water, however, you were only billed a total of 5,gallons (1,& 3,respectively)The other spikes noted were also true-ups for under billingHowever, the unbilled water consumption was applied between two bills rather than one Thank you,ConserviceTell us why here
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] Conservice Account # [redacted] Dear Ms***, Due to the sensitive nature of provider bills I reached out to [redacted] corporate officesThey denied permission to present the bills through Revdex.com for confidentiality purposesThey did approve that I provide the bills and the breakdown to the property, where you may view the information in the officeYou 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 billedThe provider bills with the credits will be shown, along with all calculationsI 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
[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 dateThis 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-outThis 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/and this was the charged that was used to prorate your final charges from 02/10/16-03/28/for $We did later receive a provider bill from 02/09/16-03/09/for $284.52, which was provided to youThis bill does not go from 02/10/16-03/28/ [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/to prorate from 02/10/16-03/28/for $This correction was sent over to [redacted] on 04/08/to be posted on their ledgerAt 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 departmentThis misunderstanding was that the newest bill with charges of $was for 02/09/16-03/09/16, and not for 02/10/16-03/28/ We apologize for any inconvenience this may have caused.Thank you,Conservice
Hello [redacted] , At Conservice, we strive to offer excellent customer service and support in handling billing and utility management for your community. One component of this is handling complaints that may arise during this process and resolving these complaints in an accurate and timely... manner. We appreciate the detailed explanation and documentation of your concern and have done all possible to ensure that this issue was thoroughly investigated. A resolution is summarized below. In examining the charges listed on your bill for the service period of 5/1/2016-6/1/2016, we evaluated the estimated reading of 20,000 gallons. This estimated reading was intended to true-up any underestimated consumption in the previous five months due to the meter reads data collector at your community not sending reads to our system. However, in comparing this amount to previous months’ usages before there were any issues with this data collector, we did verify that the average usage for your unit falls between 5,000 and 6,000 gallons each month, and therefore the estimation of 20,000 gallons to true up to the current meter read was deemed excessive. We appreciate you bringing to our attention the pipe break that occurred in your building, as this helps us understand the reason our data showed such a large increase in meter reads when your unit has a consistent history of using around the same amount of usage each month. We have reached out to your community regarding this issue and suggested adjusting this estimated read of 20,000 gallons to a unit average of 5,424 gallons. This falls much more in line with your average usage when compared to your unit history. The property has approved this change. Listed below are the credits that have been applied to your account, displaying both the original charges you received for this service period, as well as the updated charges after this credit has been applied. Original Water Charge (20,000 gallons): $160.93 Original Sewer Charge (20,000 gallons): $119.60 Updated Water Charge (5,424 gallons): $43.58 Updated Sewer Charge (5,424 gallons): $32.41 Credits applied to Water: -$117.35 Credits applied to Sewer: -$87.19 In comparing these updated water and sewer amounts to charges you have received in previous months, we found that these charges fall much more in line with both your typical usage and the typical charges you receive for these utilities, and these amounts have been updated on your account in our systems, as well as with your property management. This issue should be resolved moving forward, as we are using the actual reads we are receiving for your unit, and these already appear to follow the usual trend that is typical of your unit. We appreciate you bringing this issue to our knowledge and hope that you find the provided resolution satisfactory. If you have any further concerns or additional questions, we encourage you to contact our Customer Service line at ###-###-####.Thank you,Conservice
[redacted] ,Thank you for contacting us regarding your bill As previously explained, it is standard practice that when a meter reports "0" usage that a resident is given an estimate based on their usage When you previously contacted Conservice we did reach out to your community management and they instructed us to not adjust the amounts that had been billed However, after looking further into this issue we did reach back out to your community management and a credit has been applied to your account for the time period that you were not living in your home You will see a total credit of -$[redacted] on your account Please keep in mind that they other charges such as water and sewer base charges are not consumption based so those charges will not be adjusted Your new total due 10/1/is $***.If you have any other questions please let us know!Thank you!Cosnervice