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.comYou also asked for clarification on when “the clock starts” for the days until late fees are applied The days begins based on the statement date of the bill Reviewing your account, there have not been any late fees appliedIf 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 meHowever, I reviewed all my prior bills and would like it to be noted that although the $fee was removed in 2014, there were three other 'late' charges through the past 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]
[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 apartmentThis 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 providerSincerely, Conservice
Although we have explained the way the sub metering system functions we have continued to work with the community management as well as regional management for Main Street Flats They have decided to extend a credit of $to cover the days in which Ms [redacted] feels she is being incorrectly charged According to information we have no service tickets have been opened by Ms [redacted] with the property regarding the meter If the resident continues to think there are further issues she should advise her community management of the issue.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 systemWe have corrected the error and credited those back to you as wellIncluding those, the total charges are;6/8/2015-7/2/- $Vacant Electric and $Vacant Service Fee.7/2/2015-8/3/- $Vacant Electric and $Vacant Service Fee.8/3/2015-9/1/- $Vacant Electric and $Vacant Service Fee.9/1/2015-10/1/- $Vacant Electric and $Vacant Service Fee.10/1/2015-11/2/- $Vacant Electric and $Vacant Service Fee.10/1/2015-11/2/- ($29) California Credit.11/2/2015-12/3/- $Vacant Electric and $Vacant Service Fee.12/3/2016-1/4/- $Vacant Electric and $Vacant Service Fee.As stated previously, because the set up was incorrect, we cannot credit back the Vacant Service FeeWith those amounts excluded, the total Conservice is able to credit you back is ($674.73)The total amount due on 2/1/- $- was deducted from thatThe remaining credit is ($611.81)A check can be sent out to you for that amountPlease confirm what address you would like that check sent toFor further clarification, the amount of $was prorated by Conservice according to your move in date, meaning we only charged you $for the service period of 6/8/2015-7/2/I do apologize for the confusion and frustrationIf 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-Thank you,Conservice
Mr [redacted] ,I understand your concern for your utility billingYour unit does have an individual water meter, but it has failed and we are unable to get actual usage for your unitCurrently your bill is calculated by taking a property average of usage and applying the rate charged to the property by Pinellas County to get the charge billed to youThe units used to obtain the property average exclude units with potential leaksThe property and Conservice are working on a solution to either repair the meters or switch the entire property over to the RUBs billing methodThe property isn’t profiting from the billing of water at your community.If you have any more questions, please contact us here at Conservice by calling 1-866-947-
Heather O [redacted] After researching your account, I have found that you have never been charged over $for monthly chargesI do, however, see where you might be getting that fromYour average monthly bill since January is $88.23, your total monthly charges since January is $ [redacted] , but we have only received payments totaling $ [redacted] since JanuaryWhen 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 $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 JulyIn August we received a payment of $ [redacted] , but your balance at that time was $ [redacted] , leaving a balance of $ [redacted] which included a late feeThat balance carried over into this month's bill of $*** 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/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 footagePlease feel free to give us a call and we can give you a breakdown of your monthly charges and payments.Thank youConservice
Mr [redacted] , Your meter is located on the ground floor behind the hot water tanks inside a return panelWe 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 thisIf you have any more questions, please contact us here at Conservice by calling 1-866-947- Thank you! Conservice
On July 8th the resident contacted our Customer Service line regarding an online payment for the 5/14/16-6/1/billing period due 7/No record of any payment was listed in our systemIt 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 processedClarification was not given regarding if the resident received any initial payment confirmation or was just having issues with navigating the online payment systemThe 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/- 6/1/billing due 7/on 7/14/The payment was manually entered into our systemNo late fees were charged for this paymentThe 6/1/16-7/1/billing cycle due 8/payment was received and processed 7/28/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 receivedNo payment has been processed for the 7/1/16-8/1/billing cycle due 9/The resident called in on 9/12/to verify if we had received payment, the customer service representative explained that no payment had been receivedThe resident stated she was going to complain to managementBecause payment was not received by the due date of 8/and after the day grace period, the resident was charged a $late feeThis fee has been removed as a courtesyIf the resident has documentation from their bank that the $check was indeed processed, we will correct the accountThe resident would need to send the bank record to [email protected] you,Conservice
Complaint: [redacted] I am rejecting this response because: I will believe it when I see it Furthermore why did the technician blame this all on a toilet leak that was not leaking I knew he was full of BS and did not address the issue properly This matter needs to be resolved quickly as I have news media involved and will persue small claims court if this matter is not resolved in full within days Sincerely, [redacted]
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 thisUnder circumstances the bills would be mailed at least days before the due date and that standard has been met consistently in the pastAs a gesture of good faith we have credited back your most recent late fee of $Additionally we will not apply a late fee to your account for the bills due March 1, to give you sufficient time to submit paymentWe apologize for the inconvenience this has caused and will be sure to monitor this situation in the future.Thank you,Conservice
[redacted] [redacted] ,Thank you for reaching out to us regarding the concern about your water usage I have attached a report that shows your apartment's daily usage for your reference I see that you have spoken to many individuals here at Conservice I am sorry that they were not able to satisfactorily handle your concerns As you can see from the meter consumption file we have provided your meter registered usage on 10/& 10/which, I believe, are the days you are disputing We can reach out to your community manager to discuss this issue further and provider additional information At this time we aren't able to make an adjustment but, will provider additional information that we receive from your community manager.Thank you!Conservice
[redacted] ,We have reviewed your account and have determined that you were billed incorrectly for occupants instead of occupants The occupancy has been corrected to for future billing A credit of $ [redacted] will be issued to this resident for the service period of 6/30/- 8/3/This is based on the prorated amount she should have been billed as of the move in date of 7/1/We apologize for any inconvenience this may have causedLet us know if you have any further concerns.Thank you,Conservice
Complaint: [redacted] I am rejecting this response because: For over years we have been paying at higher rates that did not make sense and were ridiculous in comparison with others in the same neighborhood, and even though your explanation sounds like it provides the necessary data/info it really does not, here is why:Our bills have continued to be high for the duration of stay at North Bethesda Market Apartments, at times reaching close to $for the month The fact that you/community managers are adjusting these billing practices to bring our bills lower, already speak on the amount of pressure they have received in the past several month because of a group effort by the residents to tackle this problem, and they are trying to avoid a lawsuitThe fact that our bill is this month is only $in comparison to $same time last year, or 108$ last month, only speak to the fact that we were right all along and price gouging practices and inaccurate billing were utilized by your company and the management, and only confirms that facts that thousands of resident dollars were overpaid in the course of last several yearsThis is a gross violation!My suggestion is that your company creates a fund to reimburse residents, based on the formulas you so much love to refund the money you have over-collected for these yearsI will personally expect $in compensation which by my formula is what you over charged me for the past yearsShould you choose not to comply we will proceed with legal action and investigation into your past billing and bill distribution practices Sincerely Yours, [redacted]
Dear Ms [redacted] ,Thank you for contacting ConserviceThe 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 conserveBecause 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 fairlyThat’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 residentsThe 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 apartmentThese utility costs are passed on to our residents through ConserviceYou 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 unitWhile 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 basisWe are showing no consumption from 1/19/through 1/31/as well as 4/22/through 5/3/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 readIn this case, the usage would be recorded on the 18th, even though it was used on the 17thIn 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 monthIf 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 EnergyThe amount is the same for all residents and is charged for the availability of natural gas to heat the waterPlease 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 youWe have responded to the emails that have been sent to us, but it is possible that the responses were lostWe can provide you with copies of these sent responses if you so desireWe are also attaching in this response a copy of your daily meter reads through May 23, If you have any other questions, please feel free to reach out to our Customer Service Department at 866-947-where representatives are available to take your call Monday - Friday from 6:am - 8:pm, MST, or at [email protected] you,Conservice
Ms ***, Your move in date is listed as 6/11/2016, but you did not set up an account with Washington Gas until 8/31/ During the time period of 6/11/- 8/31/2016, Washington Gas issued separate bills Conservice will apply a vacant service fee for each bill processed, which is why you received separate vacant service fees The first bill issued by Washington Gas was received at Conservice on 7/21/ Since bills are mailed out to your community around the 15th of each month, the next bill a vacant charge would have shown on your bill was the bill mailed on 8/15/ You should have received this bill between 8/16/- 8/20/2016, your account with Washington Gas was then setup on 8/31/ By this time Washington Gas had issued separate bills covering this time period Those service dates from Washington Gas are as follows: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 timing of when Washington Gas service cycle ended and when their bill was received at Conservice is the reason for the gap in time from when you moved in, to when you saw the vacant charges and realized you had forgot to establish your own gas account However, Conservice did process each vacant gas charge in a timely manner based on when the bills were received In regards to the language in your lease, section states "In the event you fail to timely establish utility services, we may charge you for any utility service billed to us for your dwelling and may charge a reasonable administration fee for billing for the utility service in the amount of $50.00" You were billed fees of $and $which is allowable per your lease agreement These vacant service fees are in place to account for the expense of processing and paying these bills, as well as tracking and passing on the utility charge amounts on the bills.Thank you,Conservice
Hello,Mr [redacted] called in on December 19th, disputing the Vacant Gas charges applied by Conservice from SDG&E, stating he had services in his nameVacant 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-inIrvine contracts Conservice to identify such charges and apply them to the tenant's statement, along with a $penalty feeThis 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-inAs 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 statementUsing 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-inMr [redacted] told the Conservice representative that he would only send in the first and last statements provided from SDG&EConservice 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***, but Conservice did receive an email from the tenant sent to the Conservice Customer Service departmentConservice is in the process of responding to Mr***'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 reversedAs soon as Mr [redacted] is able to provide the documentation asked for, Conservice will follwith SDG&E and provide a resolution to the tenant.Thank you,Conservice
Dear [redacted] ,We have received your Revdex.com complaint and hopefully we can address the issues you haveWe at Conservice are contracted by Pinnacle's Signature Pointe Apartments to provide the utility billing to their residents and apply a $late fee after four days from the date that the bill is dueFor the utilities bills that were sent out with a due date of 5/1/2016, the printing company contracted by Conservice had an error that caused bills to be printed and sent out lateSince Pinnacle's Signature Pointe Apartments is Conservice's direct client, the property management staff was made aware of the issue and asked how they would like Conservice to proceedThe property management staff informed Conservice that they would notify the residents of the delayThis is the reason that the residents at Signature Pointe Apartments were not contacted directly by Conservice about the bill delay issue.As for your concern with the $convenience fee, for any automatic credit card or electronic funds transfer payment, financial institutions charge a convenience fee for those types of paymentsSince this $convenience fee is not instituted or controlled by Conservice, there is no way to remove or bypass it when a payment is madeWe have reached out to the leasing office at Signature Pointe Apartments and have agreed to apply a $credit to your accountThat credit has been applied and is currently reflected on your ledger at ConserviceThank you,Conservice
Dear Mr [redacted] ,The date that we originally received for your move out was 3/30/ 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/and an amount of $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/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- 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]
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.comYou also asked for clarification on when “the clock starts” for the days until late fees are applied The days begins based on the statement date of the bill Reviewing your account, there have not been any late fees appliedIf 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 meHowever, I reviewed all my prior bills and would like it to be noted that although the $fee was removed in 2014, there were three other 'late' charges through the past 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]
[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 apartmentThis 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 providerSincerely, Conservice
Although we have explained the way the sub metering system functions we have continued to work with the community management as well as regional management for Main Street Flats They have decided to extend a credit of $to cover the days in which Ms [redacted] feels she is being incorrectly charged According to information we have no service tickets have been opened by Ms [redacted] with the property regarding the meter If the resident continues to think there are further issues she should advise her community management of the issue.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 systemWe have corrected the error and credited those back to you as wellIncluding those, the total charges are;6/8/2015-7/2/- $Vacant Electric and $Vacant Service Fee.7/2/2015-8/3/- $Vacant Electric and $Vacant Service Fee.8/3/2015-9/1/- $Vacant Electric and $Vacant Service Fee.9/1/2015-10/1/- $Vacant Electric and $Vacant Service Fee.10/1/2015-11/2/- $Vacant Electric and $Vacant Service Fee.10/1/2015-11/2/- ($29) California Credit.11/2/2015-12/3/- $Vacant Electric and $Vacant Service Fee.12/3/2016-1/4/- $Vacant Electric and $Vacant Service Fee.As stated previously, because the set up was incorrect, we cannot credit back the Vacant Service FeeWith those amounts excluded, the total Conservice is able to credit you back is ($674.73)The total amount due on 2/1/- $- was deducted from thatThe remaining credit is ($611.81)A check can be sent out to you for that amountPlease confirm what address you would like that check sent toFor further clarification, the amount of $was prorated by Conservice according to your move in date, meaning we only charged you $for the service period of 6/8/2015-7/2/I do apologize for the confusion and frustrationIf 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-Thank you,Conservice
Mr [redacted] ,I understand your concern for your utility billingYour unit does have an individual water meter, but it has failed and we are unable to get actual usage for your unitCurrently your bill is calculated by taking a property average of usage and applying the rate charged to the property by Pinellas County to get the charge billed to youThe units used to obtain the property average exclude units with potential leaksThe property and Conservice are working on a solution to either repair the meters or switch the entire property over to the RUBs billing methodThe property isn’t profiting from the billing of water at your community.If you have any more questions, please contact us here at Conservice by calling 1-866-947-
Heather O [redacted] After researching your account, I have found that you have never been charged over $for monthly chargesI do, however, see where you might be getting that fromYour average monthly bill since January is $88.23, your total monthly charges since January is $ [redacted] , but we have only received payments totaling $ [redacted] since JanuaryWhen 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 $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 JulyIn August we received a payment of $ [redacted] , but your balance at that time was $ [redacted] , leaving a balance of $ [redacted] which included a late feeThat balance carried over into this month's bill of $*** 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/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 footagePlease feel free to give us a call and we can give you a breakdown of your monthly charges and payments.Thank youConservice
Mr [redacted] , Your meter is located on the ground floor behind the hot water tanks inside a return panelWe 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 thisIf you have any more questions, please contact us here at Conservice by calling 1-866-947- Thank you! Conservice
On July 8th the resident contacted our Customer Service line regarding an online payment for the 5/14/16-6/1/billing period due 7/No record of any payment was listed in our systemIt 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 processedClarification was not given regarding if the resident received any initial payment confirmation or was just having issues with navigating the online payment systemThe 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/- 6/1/billing due 7/on 7/14/The payment was manually entered into our systemNo late fees were charged for this paymentThe 6/1/16-7/1/billing cycle due 8/payment was received and processed 7/28/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 receivedNo payment has been processed for the 7/1/16-8/1/billing cycle due 9/The resident called in on 9/12/to verify if we had received payment, the customer service representative explained that no payment had been receivedThe resident stated she was going to complain to managementBecause payment was not received by the due date of 8/and after the day grace period, the resident was charged a $late feeThis fee has been removed as a courtesyIf the resident has documentation from their bank that the $check was indeed processed, we will correct the accountThe resident would need to send the bank record to [email protected] you,Conservice
Complaint: [redacted] I am rejecting this response because: I will believe it when I see it Furthermore why did the technician blame this all on a toilet leak that was not leaking I knew he was full of BS and did not address the issue properly This matter needs to be resolved quickly as I have news media involved and will persue small claims court if this matter is not resolved in full within days Sincerely, [redacted]
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 thisUnder circumstances the bills would be mailed at least days before the due date and that standard has been met consistently in the pastAs a gesture of good faith we have credited back your most recent late fee of $Additionally we will not apply a late fee to your account for the bills due March 1, to give you sufficient time to submit paymentWe apologize for the inconvenience this has caused and will be sure to monitor this situation in the future.Thank you,Conservice
[redacted] [redacted] ,Thank you for reaching out to us regarding the concern about your water usage I have attached a report that shows your apartment's daily usage for your reference I see that you have spoken to many individuals here at Conservice I am sorry that they were not able to satisfactorily handle your concerns As you can see from the meter consumption file we have provided your meter registered usage on 10/& 10/which, I believe, are the days you are disputing We can reach out to your community manager to discuss this issue further and provider additional information At this time we aren't able to make an adjustment but, will provider additional information that we receive from your community manager.Thank you!Conservice
[redacted] ,We have reviewed your account and have determined that you were billed incorrectly for occupants instead of occupants The occupancy has been corrected to for future billing A credit of $ [redacted] will be issued to this resident for the service period of 6/30/- 8/3/This is based on the prorated amount she should have been billed as of the move in date of 7/1/We apologize for any inconvenience this may have causedLet us know if you have any further concerns.Thank you,Conservice
Complaint: [redacted] I am rejecting this response because: For over years we have been paying at higher rates that did not make sense and were ridiculous in comparison with others in the same neighborhood, and even though your explanation sounds like it provides the necessary data/info it really does not, here is why:Our bills have continued to be high for the duration of stay at North Bethesda Market Apartments, at times reaching close to $for the month The fact that you/community managers are adjusting these billing practices to bring our bills lower, already speak on the amount of pressure they have received in the past several month because of a group effort by the residents to tackle this problem, and they are trying to avoid a lawsuitThe fact that our bill is this month is only $in comparison to $same time last year, or 108$ last month, only speak to the fact that we were right all along and price gouging practices and inaccurate billing were utilized by your company and the management, and only confirms that facts that thousands of resident dollars were overpaid in the course of last several yearsThis is a gross violation!My suggestion is that your company creates a fund to reimburse residents, based on the formulas you so much love to refund the money you have over-collected for these yearsI will personally expect $in compensation which by my formula is what you over charged me for the past yearsShould you choose not to comply we will proceed with legal action and investigation into your past billing and bill distribution practices Sincerely Yours, [redacted]
Dear Ms [redacted] ,Thank you for contacting ConserviceThe 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 conserveBecause 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 fairlyThat’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 residentsThe 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 apartmentThese utility costs are passed on to our residents through ConserviceYou 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 unitWhile 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 basisWe are showing no consumption from 1/19/through 1/31/as well as 4/22/through 5/3/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 readIn this case, the usage would be recorded on the 18th, even though it was used on the 17thIn 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 monthIf 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 EnergyThe amount is the same for all residents and is charged for the availability of natural gas to heat the waterPlease 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 youWe have responded to the emails that have been sent to us, but it is possible that the responses were lostWe can provide you with copies of these sent responses if you so desireWe are also attaching in this response a copy of your daily meter reads through May 23, If you have any other questions, please feel free to reach out to our Customer Service Department at 866-947-where representatives are available to take your call Monday - Friday from 6:am - 8:pm, MST, or at [email protected] you,Conservice
Ms ***, Your move in date is listed as 6/11/2016, but you did not set up an account with Washington Gas until 8/31/ During the time period of 6/11/- 8/31/2016, Washington Gas issued separate bills Conservice will apply a vacant service fee for each bill processed, which is why you received separate vacant service fees The first bill issued by Washington Gas was received at Conservice on 7/21/ Since bills are mailed out to your community around the 15th of each month, the next bill a vacant charge would have shown on your bill was the bill mailed on 8/15/ You should have received this bill between 8/16/- 8/20/2016, your account with Washington Gas was then setup on 8/31/ By this time Washington Gas had issued separate bills covering this time period Those service dates from Washington Gas are as follows: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 timing of when Washington Gas service cycle ended and when their bill was received at Conservice is the reason for the gap in time from when you moved in, to when you saw the vacant charges and realized you had forgot to establish your own gas account However, Conservice did process each vacant gas charge in a timely manner based on when the bills were received In regards to the language in your lease, section states "In the event you fail to timely establish utility services, we may charge you for any utility service billed to us for your dwelling and may charge a reasonable administration fee for billing for the utility service in the amount of $50.00" You were billed fees of $and $which is allowable per your lease agreement These vacant service fees are in place to account for the expense of processing and paying these bills, as well as tracking and passing on the utility charge amounts on the bills.Thank you,Conservice
Hello,Mr [redacted] called in on December 19th, disputing the Vacant Gas charges applied by Conservice from SDG&E, stating he had services in his nameVacant 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-inIrvine contracts Conservice to identify such charges and apply them to the tenant's statement, along with a $penalty feeThis 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-inAs 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 statementUsing 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-inMr [redacted] told the Conservice representative that he would only send in the first and last statements provided from SDG&EConservice 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***, but Conservice did receive an email from the tenant sent to the Conservice Customer Service departmentConservice is in the process of responding to Mr***'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 reversedAs soon as Mr [redacted] is able to provide the documentation asked for, Conservice will follwith SDG&E and provide a resolution to the tenant.Thank you,Conservice
Dear [redacted] ,We have received your Revdex.com complaint and hopefully we can address the issues you haveWe at Conservice are contracted by Pinnacle's Signature Pointe Apartments to provide the utility billing to their residents and apply a $late fee after four days from the date that the bill is dueFor the utilities bills that were sent out with a due date of 5/1/2016, the printing company contracted by Conservice had an error that caused bills to be printed and sent out lateSince Pinnacle's Signature Pointe Apartments is Conservice's direct client, the property management staff was made aware of the issue and asked how they would like Conservice to proceedThe property management staff informed Conservice that they would notify the residents of the delayThis is the reason that the residents at Signature Pointe Apartments were not contacted directly by Conservice about the bill delay issue.As for your concern with the $convenience fee, for any automatic credit card or electronic funds transfer payment, financial institutions charge a convenience fee for those types of paymentsSince this $convenience fee is not instituted or controlled by Conservice, there is no way to remove or bypass it when a payment is madeWe have reached out to the leasing office at Signature Pointe Apartments and have agreed to apply a $credit to your accountThat credit has been applied and is currently reflected on your ledger at ConserviceThank you,Conservice
Dear Mr [redacted] ,The date that we originally received for your move out was 3/30/ 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/and an amount of $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/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- 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]