Monitor Data Corporation

November Dear ***,
Monitor Data Corporation is contracted by the management at *** *** House to monitor the gas usage and prepare the billing statements for all the tenants at this complexThe tenant is being charged for direct heat, indirect heat and
the gas to heat the hot waterI have enclosed an explanation of direct and indirect heat gas usage.The tenant is claiming she is being charged double the *** gas price of SThe *** price to compare is Sand the basic gas supply charge is $The total *** price is $The tenant is being charged the pass thru price of $which is the price charged to the complexThe tenant also claims she is being charged for the hours of heat used not the actual units of gas usedThe hours of heat are converted to CCF's of gas useI have enclosed of copy of her last heat bill which shows the conversionShe was billed for CCF's of gas for hours of heat useThe indirect heat is a shared charge and is billed according to how many feet offin tube are in the radiatorsThe gas to heat the hot water is also a shared charge and is billed according to the total occupants in each unit not the size of the unitThe management at *** *** House has made the decision to cap the gas charges billed for each unitStudio apartments are capped at $35.00, one bedroom apartments are capped at $and two bedrooms are capped at $Tenants in each of these units are never charged higher than the capped pricesIf any other information is needed I can be reached at ###-###-####Sincerely,
Peg RCustomer Service Representative

Review: Monitor Data Corporation is the vendor used by [redacted] who is my current landlord. [redacted] uses Monitor Data as the vendor for sending invoices to tenants for their rent, utilities and parking fees. In September, my lease was renewed. At that time I was to pay an additional $75.00 to cover the increase in my security deposit and $50.00 "occupancy fee" that [redacted] stated was required by the City of [redacted]. The $ 75.00 check was given to the property manager and my account was credited with the $ 75.00. Somehow, Monitor Data got the information on the $75.00 and proceeded to give me a $75.00 credit on my invoice for my rent the next month. When I told the property manager, he could not understand what was going on. I paid the invoice. The next month, I received my invoice and it was increased by the $75.00 they had credited my the previous month.

I sent an e-mail to the property manager letting him know what had happened and I was not pleased that this fiduciary error on my account. I wanted written documentation that this error would not occur again. He never responded. I sent a letter to the Director of Property Management with [redacted], with copies of my invoices and e-mails and he never responded.

Monitor Data is using other people's money - and not for the intended purpose which is evident by what happened to me.Desired Settlement: Written documentation of their error and assurances it will not happen again. [redacted] Group needs to insure they are handling the tenants funds appropriately. These types of errors are avoidable and should have never happened.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They are making excuses to cover their error. [redacted] applied the money to my account. Monitor Data applied the money to my rent and credited my invoice as though I had a credit for that month. The next month, they added the same amount they previously credited to my invoice to cover their error. I have paperwork and documentation to prove it. They are trying to cover their errors and not own up to their mistakes.

Regards,

Consumer

Response:

I am rejecting this response because: They are making excuses to cover their error. The [redacted] Group applied the money to my account. Monitor Data applied the money to my rent and credited my invoice as though I had a credit for that month. The next month, they added the same amount they previously credited to my invoice to cover their error. I have paperwork and documentation to prove it. They are trying to cover their errors and not own up to their mistakes.

Regards,

Attached is the requested info.

Page 1 - the lease renewal form with a copy of check which was given to the property manager

Page 2 & 3 - e-mails to property manager when I realized what had happened. No response from [redacted].

Page 4 - History Report of payments made on my account. This is showing the actual credit to my account for the $ 75.00.

Page 5 - Monitor data crediting my rent invoice by $ 75.00

Page 6 - Monitor data charging me back the $75.00 when they learned they made a mistake

Page 7 - Letter sent to Director of Property Management with all the attached documents with no response.

Business

Response:

November 15, 2013

Dear [redacted],

As stated in my previous correspondence all information printed on the billing statements for the [redacted] Apartments is provided to Monitor Data Corporation from the management office at the [redacted] Group. Monitor Data does not collect any funds from the tenants at the [redacted] Apartments. All payments are made out to The [redacted] Group and sent to a PO Box at the [redacted] Group office in [redacted].

I will forward a copy of this complaint to The [redacted] Group office at [redacted] Pa [redacted].

If you have any other concerns let us know. I can be reached at ###-###-####.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I had an extensive conversation with the property manager of [redacted] Apartments where I reside. The letter he sent me is attached. Once I read his letter, I sent the attached letter in response. I received an e-mail from him stating the letter I requested will be arriving in a week.

I can't help but feel Monitor Data and [redacted] are pointing fingers at each other and no one is taking responsibility. My documentation clearly shows what happened. Since no one wants to take responsibility, I'd like to add The [redacted] Group to this complaint. This has been going on since August. The more this tries to get swept under the rug, the more frustrated I become and wonder what else they are doing and trying to hide.

If possible, can this be referred to some governmental authority to get them both audited? I explained to my apartment manager that when funds are not used for their intended purpose, it can be deemed as fraud. I can't help but feel that they have taken liberties with other people's money and it has never been challenged. Someone needs to find out what else they are doing. This issue could have been resolved months ago if everyone stopped trying to blame each other.

Regards,

Consumer

Response:

I am unable to scan or download a readable copy of the letter. It reads:

Per our conversation, the billings you received for November were all correct. I have checked our system and the billings match what was presented to you on your renewal letter. I can assure you moving forward that all billings with your apartment will be correct.

When I spoke to him, there was no discussion regarding "moving forward." I wanted the past issue resolved. This is what he took from our conversation about resolution of the past billing issue. He just wanted to disregard that issue and "move forward."

This has led me to believe there are other underlying issues that have yet to be disclosed and that something else might be going on. This was a simple request that was not addressed until the Revdex.com was contacted and still not resolved. Now my suspicions have been raised and the question raised is why won't they just give me an honest and straightforward answer as to what happened.

Review: I have lived at the current address for the past 3 years. Certain utilities (gas and water) are handled by an outside firm, Monitor Data Corporation. I receive monthly billing statements, and pay the listed amount on time each month, never having a late payment. I recently received notice that a "data processing error" occurred by the company and that I was under-billed by $276.93! The letter stated the gas reading were calculated correctly but goes on to state "The under billing was caused by OUR failure to include all of the natural gas costs incurred by the property management company" for the past 9 months. An admitted error by the company is not justification to put the costs back on the consumer. It is like a consumer buying a car and receiving a call the next year saying they owe more money. The company needs to admit their error and suffer the consequences. Each monthly bill in a sense serves as a contract between me (the consumer) and the company. I have complied with all listed charges on the bill and each month my carried balance was zero. I should not have to pay for what the company describes as their error. I have contacted the company multiple times and even left my name and number for a supervisor to call me back, each time with no response.

I also believe other fraudulent activity is going on within this company. For example, my most current utility bill for 30 days ending June 30th, 2013 charges me $13.88 heating charges. My heat has been turned off since late April!! When I asked about this charge, I was told it is "indirect" heat used to heat the hallway, which also is unjustifiable considering the current high temperatures this summer. If my small unit was charged nearly 14 dollars for heat, I estimate the company is making hundreds of dollars on what they list as "heat" when no heat is on in the entire building and there is no way for us consumers to quantify what they list as "indirect" heat. Someone needs to look into the practices of this company. We the consumers are suffering with bills and collection notices when the company itself is making errors and in my eyes fabricating charges which cannot be validated.Desired Settlement: Credit the "under billing" charges of $276.93.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because the company's explanation reiterates the purpose of my claim, that is, a company scrambling to justify one error after another. Unfortunately, consumers have no way of proving these inaccuracies. For example, the company admits that the "indirect heat" charge should be zero, but says the charges were for instant hot water and should be listed under the water heating line item. Given these oversights, a consumer has no way of knowing if they have been in a sense "paying double" for these charges, as an indirect heat charge in the summer months has been on the bills for years, and a proper breakdown of the individual apartment water heating charges and building heating charges has never been provided.

Furthermore, the fact that this company can openly admit errors in the billing process, without consequences and at the cost of the consumer, is shameful. If consumers cannot use each month's billing statement as a "contract agreement" for payment, then this company can keep claiming "errors" and attempt to re-claim alleged "under-billing."

Most importantly, this collection of "under-billing" selectively targets and discriminates current residents of the complex. Living in the Philadelphia area, many tenants move/relocate month after month with no way of tracking their current whereabouts. Therefore, there is no way of holding these individuals responsible for alleged under billing. Instead, longstanding residents were held liable for 9 months of this alleged under billing. Lastly, the presented "actual charges" in the letter do not appear practical, however, there is no way to prove inaccuracies. My small apartment is kept between 66-67 degrees in the winter months. The "actual charges" line item states that the proper billing of heat should have been $231.99 for the month of January. That is enough money to heat an entire house!

In closing, Monitor Data, after openly admitting errors, would best serve its loyal customers by taking responsibility for its oversight and crediting the units for the under-billing charges, instead of threatening collection agencies for failure of payment.

Business

Response:

Please see attached

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because in her response Ms. Reiser states "Each month Monitor Data makes a concerted effort to produce an accurate bill for each and every tenant. When Monitor Data is aware of a mistake DUE TO AN ERROR or an OVER SITE WE will correct the billing error either to CREDIT or DEBIT the account." Since my original message revolved around an admitted error on the part of Monitor Data, based on the response by the company they should be crediting my account for the "back billing" charges they made me pay, as this was their error.

Also, the company continues to choose not to respond to my argument that in the attempt to collect these under-billing charges they are selectively discriminating against current residents, as many residents have moved out within the 9 months the alleged under billing occurred, and thus are not being held responsible, since their current whereabouts are unknown. Monitor Data is attempting to remedy their unfortunate oversight at the expense of current residents only. A resident should be able to use their monthly bill each month as a "contract," and Monitor Data should not be allowed to continue to allege under billing at any time without consequences. Further, it is illegal to selectively target current accounts when old/closed accounts within the 9 months are not being held responsible.

Monitor Data can end this dispute by crediting me for the unjust $276.93 "under billing" charges I paid, which the company admits was an ERROR ON THEIR PART.