Multifamily Utility Company Inc

Hi ***,We reviewed your account and see that we have already provided a courtesy late fee refund to your account when you spoke to our customer service departmentAt that time we also showed you where on the front and back of your monthly bill it states the due date and the late fee policy
As a reminder any payment postmarked on the due date will be considered on timeWe also recommend signing up for ebills so you can receive your bill electronically 2-days before you receive it in the mail.Thank you,Multifamily Utility Company

March 13,
Dear Mr
***,
Thank you for your inquiry and
questions. After reviewing your account in
detail we see that the late fees applied to your account were due to not receiving
your payment by the
designated due date on your invoice. We want to ensure that all community invoices
are mailed out on time each month allowing residents ample time to remit their
payment through one of our many payment options (mail, online, or over the
phone). We are aware with the constant
changes with the USPS that there have been some delays in mail reaching
residents in a timely matter. In the
effort to assist the residents with this situation we offer a free online portal
for all residents to access their utility invoices ***. We also offer a free paperless billing option
that all residents can sign up for that will provide them an email notification
each time a new invoice is generated for their account. This email is typically generated a day or
two before the invoices are mailed out which allows the resident even more time
to review their invoice online or over the phone and remit payment.
Our customer service department has already reversed two late
fees on your account as a courtesy since you notified us that you did not
receive your first invoice. We hope you
will take advantage of our online account access or live Customer Service Department
so you can receive updated account information with enough time to remit your
payment by the due date. In regards to
your questions about billing procedures or utility charges assessed please feel
free to call or email our Customer Service Department directly. If you feel your questions are not being
answered to your satisfaction please request to speak with one of our
supervisors who can better assist you.
Thank you,
Multifamily
Utility Company
Customer
Satisfaction Team
(800) 501-
Email
support: [email protected]

The agreement provided is between the person making the complaint and the property ownerOur agreement is between our company and the property owner and was entered into prior to the later agreement.Thank you,Multifamily Utility Company

Dear Mr***,
We have reviewed your account again and removed the most
recent late fee from 12/15/All other late fees since the time you have
moved in had already been credited back so you have never once paid a late fee
We have also made an additional one time credit of $for the time you were
away and for goodwillAs of today we have not received payments for your October,
November or December invoices, your current balance including the credits is
$54.96, please pay this amount prior to 1/15/in order to avoid a late fee
For the safety and security of our employees we do not give
out our office address, there are offices throughout the United States
Customer service is a top priority for us and the best way to reach us is
through e-mail or our number
Thank you,
Multifamily Utility Company

Dear Mr***,Our payment processing team does not have signature authority for registered lettersPlease contact our customer service team and they will be happy to process your payment over the phone and discuss your other questions. Thank you,Multifamily Utility Company

Dear Mr. ***,We see you have been in touch with our customer service department and they explained why you were assessed a late feeThey also gave you other options to the mailed bill like eBill and ACH to avoid mail delays in the future but we see you have declined those optionsWe
have reached out to your HOA management company requesting if they can approve any additional late fee credits and will let you know if those are approved.Thank you,Multifamily Utility Company

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***I will wait for the business to perform this action and will give business day for the business to return the credit or provide proof as to where they sent my moneyIf this cannot happen I will take the case further
Regards,
*** ***

Dear Mr ***,We reviewed your account and see that we have already provided a courtesy late fee refund to your account when you spoke to our customer service departmentAs a reminder any payment postmarked on the due date will be considered on timeWe also recommend signing up for ebills so you can
receive your bill electronically 2-days before you receive it in the mail.Thank you,Multifamily Utility Company

Dear Mr***, Multifamily Utility Company was hired by this condo association to provide billing servicesWe take all direction from the association and have nothing to do with the services you or they signed up forPlease direct your questions to the association. Thank
you, Multifamily Utility Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I reject and disagree with the business letter for the reason we had a contract with the companyThere was no notice of termination in writing sent by United States mailThere was no date on when company wanted to switch over to the new billingWhat is the point of having a written contract if the company is going to breach the contract? Secondly, I requested all the billing for and still have not received all the billing for each TenantThird, since the company breach the contract by terminating the no notice Multifamily should refund our monthly fee for 2014.
Regards,
*** ***

Hello,This information is not correctI am Representative for the Owner Mulitifamily knows I am the Representative for the propertyAll I am trying to get is get our billing records for the Tenants for 2014. If the Mulitfamily feels and thinks they did nothing wrong then there shouldn't ba a problem with getting the records

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
You don't return phone calls or will you respond to phone call from the office I had them call you to more the onceI need the records for how the billing works and records for energy assistanceWe need more then a day billing period I am on a fixed income and severely disabledIt was sent to your office the only office you have you should have given it to the right people That is a sad excuseI am still waiting for a call, do you have a email address? more of the same run around sad business practice

October 20th
Dear Mrs
***,
Thank you for your feedback. We understand you are still having concerns regarding
our late fee policy and charges. If you want to avoid any additonal fees we suggest signing up for ACH or paying your bill with a check or money order by
mailThese are no cost options and as long as your payment is post marked by the due date you will not be assessed a late charge.We
hope this helps relieve any concerns you are having in regards to these
chargesAs a courtesy we have also reversed the $late fee on your
accountYou can also see all of these charges on the invoices we send to you
monthly as we fully believe in transparency.
Our records indicate that a member
of our Customer Service Team called and left a message on August 24th,
regarding your accountThe message was left to go over your concerns and resolving
your account (please see the attached MP
recording below). We have no record
of receiving a returned call but would be happy to at your convenienceOur
goal is to make sure all your questions and concerns are addressed in a timely
manner and that you are satisfiedIf you would like to further discuss this
information in more detail please call or email our Customer Service SupervisorWe look forward to speaking with you
Thank you,
Multifamily
Utility Company
*** ***
Email
support: ***
v

Dear Mr***,We confirmed your bills were mailed on the first business day of each month and were due on the 15th just as every other bill you received over the past two yearsWe see you made an online payment a few days after the due date and have already received a courtesy late fee refund
We do understand there can be delays with the mail delivery and suggest your check your account online or enroll in eBills to ensure you receive your bills in a timely manner.Thank you,Multifamily Utility Company

Dear Mr
***,
Thank you for your inquiry and
questions. We have reviewed your account
and do see that both you and your wife contacted us in October requesting a
credit on your water/sewer charges for the
period of time you were out of town. We apologize for any delays you experienced
while we worked on your request.
Our services are contracted by
your community so anytime we receive a request like this we are
required to get authorization from the Community Manger before processing the
request. We did experience some delay in
getting your request processed. Again we
apologize for this delay and appreciate your patience during this time. According to the notes on your account a
credit was approved and has been added to your account for the
days you were out of town. As a courtesy
we also reversed the late fee that was placed on the account because we did not
receive a payment for your October invoice that was due on November 18th.
In regards to the meter reads for
your unit, there are notes on your account stating that one of our Customer
Service Representatives took some time to review our billing process with
you. We hope that this helped answer all
of your billing questions but if you have any additional questions please
contact us directly and we would be happy to assist you. If your questions are ever not answered in a
timely manner please request to speak with one of our Customer Service Mangers.
Thank you,
Multifamily
Utility Company

Please drop this complaint, it has been resolved.Thank you

Hi [redacted], Our customer service supervisor is reviewing your account and providing the information you requested on your last phone call with us.  Thank you, Multifamily Utility Company

Dear Mr [redacted], We checked the notes on your account and see that a customer service representative has already responded to your questions and notified you that you are being charged a flat rate per your lease. If you have any other questions please contact our customer service...

department. Thank you, Multifamily Utility Company

Dear Mr. [redacted],Thank you for your inquiry. I have reviewed your account and noticed the last time you contacted our customer service department was in July of 2014. Our customer service department is available 24/7 to assist you with any questions you have on your account including if you believe...

you have been incorrectly charged. We have opened up a work order with your property management and our meter support staff. The property owns the meters and remote meter reading system we use to do our billing so we are working with the property to verify the meter and the meter reading. Once the property completes this work we will be in contact with you and let you know if any adjustments are required.Thank you,Multifamily Utility Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company said they were delayed in processing our request, where truly, they were telling us to pay promptly, so as to not get charged a late fee. When we paid in October for the billing period of September, that amount should have been divided and taken away from our next bill. It didn't and also it didn't show discounted on our next bill after that. We were not gone Ten Days. We left the 10th and came back the 26th. This company  refuses to have us go and talk to them, saying that their address can't be disclosed. This is the company who expects us to sit back and let them charge us however they please. My demands were clear: a properly explained and metered water bill, a 2 month $15 credit on our account and the address of where this company is, not some PO Box and excuse of a Customer Service system. 
Regards,
[redacted]