We have verified with our accounting department and the mail room that all payments received from the post office are processed the same day and there are no outstanding pieces of mail from that time frameUnfortunately, we cannot request the post office to find a single piece of potentially lost mail.We have reviewed the customer service call log and any training concerns have been addressed.If the resident would send us the check number, date and amount of the missing check, we can put a refuse payment in our system and if it is received at a later date, it will be sent back to the resident.To avoid any potential postal delays in the future, the resident can provide us with their bank route and account number by sending in a voided check or scan and send an image of a voided check to us and we can manually set up auto payment for her going forwardThis will avoid any potential future late fees or convenience fees associated with one-time payments.Because the resident has not paid the outstanding balance at this time, an additional $monthly late fee was applied to her accountWe have again waived this fee as a courtesy to the resident The total owed is $87.12.Thank you
Dear Mr [redacted] , Thank you for providing us with the details of your concernWe appreciate the information that you have provided The lease that you signed with Stoneleigh Apartments required that you were to obtain electric service with OG&E in your name at the time of your move in on 5/27/ Conservice received bills for your unit from OG&E in Stoneleigh Apartment’s name for the periods of 5/27/16-6/17/and 6/18/16-7/20/ Therefore the charges were passed on to you with the service fees of $for the first occurrence and $for the second occurrence as outlined in the lease that you signed on 5/27/ Once you have the electric service in your name, the charges from Conservice will endYou can contact OG&E at 402-272-or 800-272-to get service in your nameThank you,Conservice
Complaint: [redacted] I am rejecting this response because:This usage details are superfluous and made-upI have stayed in different apartments before and nowhere the water usage was more than gallons per monthAs soon as Conservice took over the billing for water and sewer service for this apartment, water consumption went sky-highSo no need for me to get training from Conservice on water consumptionIt is clear that there is a gross mistake in either calculating the usage or something is very "fishy" as the same meter might be calculating usage from other units as well and that is included in our billThis bucket test is totally baseless as nobody from Conservice had come to investigate the issue and also I was not asked to be present when this test was performedIf there is a fault from the apartment authority they should investigate and resolve it with themI should not be charged unnecessarilyThis is very frustrating as nobody from Conservice showed a minimum accountability to resolve or investigate the issue as it seems they are only concerned about getting money and nothing elseI am feeling cheated for all these and I am willing to take next course of action if this is not taken care with due diligence Sincerely, [redacted] ***
[redacted] ***,Thank you for contacting us! You are on the PG&E Care Program This means that you are charged a reduced electric rate for your electricityYour usage increased in December of 2015, but because it was not in line with previous usage we, along with your onsite leasing office, decided to estimate your usage down until we could have a technician out to check your meterThe technician went out and once we received the report from the technician showing that your meter is working correctly we stopped estimating your usage down and started billing actual usageUsage was estimated down from 12/1/15-5/1/16, and we started billing actual from 5/1/16-7/1/Usage has been between 1000-kWh from 12/1/15-8/1/16.Thank you,Conservice
Conservice began billing Tower Place Apartments for utilities as of 4/20/The electric meter reads were not available when we began billing and we have been working with the community to resolve this issueThree actual reads were supplied to us by the previous providerThe actual measured consumption from these reads were kwh and kwhWe used these two consumption amounts to estimate usage for billing which is common practice when actual read are not availableConsumption was estimated between kwh and kwh since we began billingThe community agreed to send a maintenance technician to the unit to take a picture of the actual meter read so that we can apply credits or charges for any discrepancies in consumptionAfter receiving a current read of today, 11/6/2015, we have calculated a credit for the resident in the amount of $ [redacted] This is the amount that was overestimated since 4/20/We apologize for any inconvenience this has causedThe community will apply the credit to the resident's account and an accurate balance can be obtained from the leasing office.Thank you, Conservice
Dear Mr [redacted] , We apologize for any frustration or inconvenience that this issue has caused, and assure you that we are working to get it resolved as quickly as possibleIn order to maintain our standards for accuracy, we are constantly checking every aspect of our billing processIn doing so, we found that your meter was previously set to read in gallon units, rather than gallon unitsHowever, the meter installation notes for your property state that all meters at the property should be reading in gallon units, so your meter was updated to match the rest of the property When you called in to notify us of your increased usage, we began to look into it furtherWe had your property send us a picture of the meter to verify the unit of measure, but unfortunately due to the way the meter is facing, we are unable to verify from the pictureAs this solution was unsuccessful, we are now sending a technician out to the property to verify the unit of measure for us manually We are trying to get in contact with your property to set a date for the visit, and our hopes are to schedule the visit for no later than July 11thOnce we are able to visit the property and verify the unit of measure for your meter, we will resolve the situation accordinglyAny necessary corrections to your past billing will be made In the meantime, we have credited back the overbilling to your accountPlease feel free to contact our customer service department with any further questions or updates at ###-###-#### Sincerely, Conservice Utility Management & Billing
Hello, I am reaching out to you in response to the complaint made in reference to discrepancies between your Conservice statements and your ledger found at utilitiesinfo.com I understand that these discrepancies can be frustrating, confusing, and can cause headaches, especially when you don’t feel that you are getting a consistent answer or adequate information from our customer service representatives As it is my responsibility to prepare your monthly statements, manage your account, and have experience working with a number of properties in the state of Oregon I should be able to help clarify the discrepancies that you have referencedI want to point out that the state of Oregon has strict regulations that we adhere to as we prepare your Conservice statements each month Quoting the regulations: “Residents must be given days from receipt of the monthly billing statement -- NO late fees until after days.” Because we are required to give residents days to pay their utility charges we often have to mail your next bill to you before the due date of your current bill Based on when we mail your next bill and when you’ve made your payment on your current bill, the balances between your statements and your online ledger may not reflect the same amount Charges are not posted to the ledger until about hours after the bills have been prepared and mailed to residents and this can also affect the balance discrepancies between your statements and your ledger If you make payments on your next bill before due date of your current bill or before the ledger has an opportunity to be updated than we will often see these discrepancies We do not simply add charges to a residents account, any items that you are responsible for are listed on each of your monthly statementsLooking at your current bill, due 6/5/the balance due matches exactly what is being reported on your account online Currently, the balance due on your statements accurately reflects current amount owed Thank you for taking the time to contact us It is our aim to adequately explain any situation that a resident finds themselves in regarding utility billing and to be able to resolve any issues or confusion that may arise If further explanation is needed, please contact Conservice and we can discuss this further Also, if you’d prefer, you can email Conservice with your concern at [email protected] and include your Conservice account number.Thank you,Conservice
We have verified with our accounting department and the mail room that all payments received from the post office are processed the same day and there are no outstanding pieces of mail from that time frameUnfortunately, we cannot request the post office to find a single piece of potentially lost mail.We have reviewed the customer service call log and any training concerns have been addressed.If the resident would send us the check number, date and amount of the missing check, we can put a refuse payment in our system and if it is received at a later date, it will be sent back to the resident.To avoid any potential postal delays in the future, the resident can provide us with their bank route and account number by sending in a voided check or scan and send an image of a voided check to us and we can manually set up auto payment for her going forwardThis will avoid any potential future late fees or convenience fees associated with one-time payments.Because the resident has not paid the outstanding balance at this time, an additional $monthly late fee was applied to her accountWe have again waived this fee as a courtesy to the resident The total owed is $87.12.Thank you
Dear Mr [redacted] , Thank you for providing us with the details of your concernWe appreciate the information that you have provided The lease that you signed with Stoneleigh Apartments required that you were to obtain electric service with OG&E in your name at the time of your move in on 5/27/ Conservice received bills for your unit from OG&E in Stoneleigh Apartment’s name for the periods of 5/27/16-6/17/and 6/18/16-7/20/ Therefore the charges were passed on to you with the service fees of $for the first occurrence and $for the second occurrence as outlined in the lease that you signed on 5/27/ Once you have the electric service in your name, the charges from Conservice will endYou can contact OG&E at 402-272-or 800-272-to get service in your nameThank you,Conservice
We have reached out to the community manager who will work directly with the resident on a resolutionThank you,Conservice
Complaint: [redacted] I am rejecting this response because:This usage details are superfluous and made-upI have stayed in different apartments before and nowhere the water usage was more than gallons per monthAs soon as Conservice took over the billing for water and sewer service for this apartment, water consumption went sky-highSo no need for me to get training from Conservice on water consumptionIt is clear that there is a gross mistake in either calculating the usage or something is very "fishy" as the same meter might be calculating usage from other units as well and that is included in our billThis bucket test is totally baseless as nobody from Conservice had come to investigate the issue and also I was not asked to be present when this test was performedIf there is a fault from the apartment authority they should investigate and resolve it with themI should not be charged unnecessarilyThis is very frustrating as nobody from Conservice showed a minimum accountability to resolve or investigate the issue as it seems they are only concerned about getting money and nothing elseI am feeling cheated for all these and I am willing to take next course of action if this is not taken care with due diligence Sincerely, [redacted] ***
[redacted] ***,Thank you for contacting us! You are on the PG&E Care Program This means that you are charged a reduced electric rate for your electricityYour usage increased in December of 2015, but because it was not in line with previous usage we, along with your onsite leasing office, decided to estimate your usage down until we could have a technician out to check your meterThe technician went out and once we received the report from the technician showing that your meter is working correctly we stopped estimating your usage down and started billing actual usageUsage was estimated down from 12/1/15-5/1/16, and we started billing actual from 5/1/16-7/1/Usage has been between 1000-kWh from 12/1/15-8/1/16.Thank you,Conservice
Conservice began billing Tower Place Apartments for utilities as of 4/20/The electric meter reads were not available when we began billing and we have been working with the community to resolve this issueThree actual reads were supplied to us by the previous providerThe actual measured consumption from these reads were kwh and kwhWe used these two consumption amounts to estimate usage for billing which is common practice when actual read are not availableConsumption was estimated between kwh and kwh since we began billingThe community agreed to send a maintenance technician to the unit to take a picture of the actual meter read so that we can apply credits or charges for any discrepancies in consumptionAfter receiving a current read of today, 11/6/2015, we have calculated a credit for the resident in the amount of $ [redacted] This is the amount that was overestimated since 4/20/We apologize for any inconvenience this has causedThe community will apply the credit to the resident's account and an accurate balance can be obtained from the leasing office.Thank you, Conservice
Dear Mr [redacted] , We apologize for any frustration or inconvenience that this issue has caused, and assure you that we are working to get it resolved as quickly as possibleIn order to maintain our standards for accuracy, we are constantly checking every aspect of our billing processIn doing so, we found that your meter was previously set to read in gallon units, rather than gallon unitsHowever, the meter installation notes for your property state that all meters at the property should be reading in gallon units, so your meter was updated to match the rest of the property When you called in to notify us of your increased usage, we began to look into it furtherWe had your property send us a picture of the meter to verify the unit of measure, but unfortunately due to the way the meter is facing, we are unable to verify from the pictureAs this solution was unsuccessful, we are now sending a technician out to the property to verify the unit of measure for us manually We are trying to get in contact with your property to set a date for the visit, and our hopes are to schedule the visit for no later than July 11thOnce we are able to visit the property and verify the unit of measure for your meter, we will resolve the situation accordinglyAny necessary corrections to your past billing will be made In the meantime, we have credited back the overbilling to your accountPlease feel free to contact our customer service department with any further questions or updates at ###-###-#### Sincerely, Conservice Utility Management & Billing
Hello, I am reaching out to you in response to the complaint made in reference to discrepancies between your Conservice statements and your ledger found at utilitiesinfo.com I understand that these discrepancies can be frustrating, confusing, and can cause headaches, especially when you don’t feel that you are getting a consistent answer or adequate information from our customer service representatives As it is my responsibility to prepare your monthly statements, manage your account, and have experience working with a number of properties in the state of Oregon I should be able to help clarify the discrepancies that you have referencedI want to point out that the state of Oregon has strict regulations that we adhere to as we prepare your Conservice statements each month Quoting the regulations: “Residents must be given days from receipt of the monthly billing statement -- NO late fees until after days.” Because we are required to give residents days to pay their utility charges we often have to mail your next bill to you before the due date of your current bill Based on when we mail your next bill and when you’ve made your payment on your current bill, the balances between your statements and your online ledger may not reflect the same amount Charges are not posted to the ledger until about hours after the bills have been prepared and mailed to residents and this can also affect the balance discrepancies between your statements and your ledger If you make payments on your next bill before due date of your current bill or before the ledger has an opportunity to be updated than we will often see these discrepancies We do not simply add charges to a residents account, any items that you are responsible for are listed on each of your monthly statementsLooking at your current bill, due 6/5/the balance due matches exactly what is being reported on your account online Currently, the balance due on your statements accurately reflects current amount owed Thank you for taking the time to contact us It is our aim to adequately explain any situation that a resident finds themselves in regarding utility billing and to be able to resolve any issues or confusion that may arise If further explanation is needed, please contact Conservice and we can discuss this further Also, if you’d prefer, you can email Conservice with your concern at [email protected] and include your Conservice account number.Thank you,Conservice