JIT Energy Services

Initial Business Response / [redacted] (1000, 16, 2015/12/21) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) Please see the following responses to the consumer complaint from [redacted] , case number referenced above: It is true that, for this property, the first four water bills were mailed at various times of the month due to circumstances surrounding the new billing system; It is true that two water bills were sent during the month of July, at the request of the property owner, to catch up the accurate billing of the property specific to the month of April; The bills are sent between the 10th and the 15th of each month and have been consistently following that schedule for the last five months; The tenant was charged two credit card payment fees on her October bill due to the fact that the tenant submitted two payments via credit card during the month of September; The tenant's claim that she was not informed of the associated credit card payment fees is simply incorrectAll fees are listed on every tenant invoiceEnclosed is a copy of one of the tenant's ebills from August clearly showing that a payment made online via credit card will incur a processing fee of $Also enclosed is a copy of our call notes from the tenant's May 18th conversation discussing online payment options that did not incur a feeAfter that phone call, the tenant made an online payment using her checking account, which is a free payment method Additionally, the tenant's claim that JIT waived one credit card fee of $is false, as we do not waive those feesIt is our belief that the tenant is confused because we said that we hadn't charged any late fees for the first five months on her account due to the fact that this was a transition period to a new billing companyWe are able to waive a late fee if there is justification to do so In summary we feel that the customer is extremely upset regarding the Credit Card Payment Processing Fees that were clearly explained to her back in May and are clearly stated on each and every bill that she receives and is extremely upset that we will not waive these fees The customer also stated that our customer service representative was "rude and nasty"I believe this to be an unfair accusationI believe the tenant was upset that they were not going to get their incurred credit card fees waived and therefore became hostile towards the representativeFinally, the tenant did not believe that she was speaking with the owner of the company when in fact she wasThis further frustrated the tenant when the owner reiterated the fact that credit card fees are not waived under any circumstances JIT Energy does strive to provide 100% customer service satisfaction to all of our customers and are certainly willing to make exceptions, waive fees, allow extensions, etcwhen at all possible to do soWe have policies and procedures in place, however, and will not break those rules just because one person demands us to do so We will continue to provide excellent customer service to [redacted] and hope to one day win her over! Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A fee was waived because I paid with credit card times and was only charged twiceThey did not inform me of a charge when I paid work my credit cardThe owner is a liar and only dealt with because I have no other optionI'm not sure why they are stating they provide excellent customer service because they do NOT! It's not a matter of paying their ridiculous fees and insanely high charges, it's a matter of principleI am currently and actively pushing the management company to use the previous utility providerHappy holidays and keep your responseI'm done with the conversing with JIT