Multifamily Utility Company Inc

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 contents of the response from the business was unsatisfactory,  and some of there statements were untrue. For instance the correct billing or incorrect billing had been going on for my then just a couple of months. ive been in this same mobile home since 2011 and never have I seen the bill this high.The fact that the audit is just now noticing a billing error is very unlikely. Also, my electric was never shut off and I never received a 48 hour shut off notice, so their for I should not be charged for a reconnect fee or notice fee. This issue is not resolved and the errors from your company are very evident and plain, how you have dealt with this entire situation regarding "your" errors is wrong and unfair. Regards,[redacted]

Dear [redacted],
            Thank you for your inquiry and
questions.  We apologize for any concerns
you have experienced with the billing on your account. ...


            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 do not charge interest to your payments or
account balance.  A fixed late fee is
applied to the account if the balance is not paid in full by the due date each
month.   The only additional amounts that
are added to a payment are our standard processing fees for paying by Check or
Credit Card over the phone or online.  If
you mail in a check there are no processing fees applied. 
In the effort to assist the residents with making their
payments on time we offer a free online portal for all residents to access
their utility invoices 24/7/365.  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. 
We apologize if there was any confusion in regards to the
payments or late fees on your account.  Our
customer service department has already reversed two late fees on your account
as a courtesy since you notified us that you were unaware you were responsible
for paying these invoices.  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.  If you contact
our company and 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) 501-6820
Email
support: [email protected]

Dear Mr [redacted],Our customer support representatives are available 24/7 at [redacted] and you can also email us at [redacted]. You can also see additional contact information on our website at [redacted]. Thank you,Multifamily Utility Company

Mr [redacted],We have reviewed your account and received authorization from your management company to refund $15.00 on your account, your current balance is now $0.00. Please take advantage of our ebill option in order to avoid any issues in the future.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.
My response they still haven't answered the question of why we have to have a 10 day billing period when it takes longer than that with the mail between [redacted] and San Diego California.. For people that are stuck on Social Security and have one paycheck a month it’s not possible. I have received your bill 2 days before it is due so have the other tenants in this apartment complex. This is an ongoing problem and you get the same answer nobody can do anything about it not the apartment complex or multi-family will give me an answer , they say they will look into it and see what can be done and they haven't got back to me.I need a statement for the full years cost so I can turn it into energy assistance and I also need the amount of late charges they been charging me which I should not have to pay and I intend to take this further possibly to court.I was trapped into this agreement when I went to sign my lease they told me about this new utility company and said that it would only be at the most $40 a month. And I would have never agreed to a 10-day billing.That is just insane it takes longer for the mail.I'm still waiting for the answer, can they give us a 30-day billing period which is reasonable.And I'm waiting for a response with the invoices I need they have my address. Or have they returned my call or the offices call when I had them call and leave my name and phone number and I'm still getting the runaround.
Regards,
[redacted]

Dear Mr. [redacted],We have looked into your account and your concern. We have found that when the water meter was installed by the developer of your community the "Initial Meter Count" (IMC)
in the remote reading system was not zero. This is quite common since it can take technicians...

some time from when they install the meter until they are able to update the remote reading system. While the actual consumption – and ultimately the
bill – are correct, the meter count does not typlically match the reported count from the remote system exactly. This
does not affect the integrity or accuracy of the meter or the system. Slight variations in reads can also occur if you read the meter at 8:00am and the remote system "reads" it at 11:00pm.
We have done our best to resync your meter with the remote reading system which will correct this
issue. Everything we do at Multifamily Utility Company is aimed at making our
service the best in the industry. Thank you,Multifamily Utility Company

Dear. Ms. [redacted]
 
As indicated in your email,
there are always two sides to a dispute.  In this case, Multifamily
Utility’s (MUC’s) recollections and actions are quite different from the
complaining party.
 
While it is true that the
complaining party had a 3 year...

contract, it was terminated November 1, 2014,
three months prior to the official contract end date.  The following is
MUC’s account of the dialogue with the complaining party.
 
Our account manager assigned
to the property emailed the complaining party of September 29, 2014.  The
purpose of the email was to recommend switching current billing services for
the 2 units to a more simplified process that would allow the complaining party
to easily collect the utility payments along with the rent to avoid issues of
non-payment from either of the residents. Our service fees would be billed
monthly to the residents and deducted from the complaining party’s account via
Automated Clearing House (ACH).  We also indicated in the same email that
the complaining party would either need to transition to this new process or
they could transition to another utility billing provider. We stated that we
would release them from our contract without penalty if the complaining party
decided to choose another service provider.  We concluded the email by
asking the complaining party to contact us with which option would be best or
if there were any questions regarding either option.
 
The complaining party
responded rapidly asking the cost of switching the service to ACH.  We
responded and told the complaining party that the monthly service cost would
remain the same as it was currently but that if the
complaining party wanted to switch service providers there would be no
cost.  We received no response from the complaining party after numerous
attempts to resolve the contract details and it was determined that the
complaining party did not want to continue with our services. Our contract with
the complaining party clearly states that it is the responsibility of the
property manager and/or owner to furnish MUC with any necessary information
requested by MUC and any inactions of such requests are beyond MUC’s control.
 
In closing, we do not
believe there are any other actions required since the complaining
party never responded to our requests after numerous attempts to contact them
with regards to the property account with MUC. 
We hope that this reply assists you in your response to the complaining
party.   
 
Thank you,
 
Multifamily Utility Company
v

May 19th 2015
Dear Mr. [redacted],
            Thank you for your inquiry and questions.  We apologize for any concerns you have experienced with the billing on your account. ...


            After reviewing your account in detail we do see that you have spoken with our Customer Service Team on multiple occasions.  The notes on your account do indicate your concerns in regards to your electric meter reads.  It also states you spoke with one of our Customer Service Leads on April 8th 2015 and that this representative reviewed the invoices, meter reads, and charges for your account. 
According to the audit preformed on your account it shows that for a period of several months we were entering an incorrect electric meter read for your account.  The incorrect read was caused by a static zero being left off your electric read when calculating your consumption each month.  We are not sure if this occurred when manually reading your meter or while entering your read into our billing system.  By leaving this zero off your read it caused your consumption to be significantly lower than what you actually used in electricity.  During the recent audit we had the person reading your meter double check the reads and we also acquired a picture of your electric meter to ensure we made the correct adjustments to your billing.  The picture on file does confirm that there is a static zero that needs to be added to the end of your meter read when calculating your monthly consumption.  According to the account information it was determined that we will not be going back and adjusting your previous invoices for the consumption that you were not charged over the previous months and the credits that were given, even though they were not correct, will stay on your account. 
            In regards to your question about the charges on your account, these charges were applied because you received a 48 hour shut off notice and your electric was then shut off for nonpayment of utilities on your account.  These fees are the standard fees associated with providing notice, performing the shut off and reconnecting your meter.  For additional information on the shut off procedures required by your community please feel free to contact our Customer Service Team. 
            The monthly cable charge on your account is a set by the community association and is applied to all units occupying this community even if you are not using this service.  If you have any questions about the cable charge or service please contact the HOA Association or Park Property Management Company. 
We hope this additional information helps address your questions and concerns.  If you would like to discuss this information in more detail please call or email our Customer Service Team at your convenience.  If you contact our company and 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) 501-6820
Email support: [email protected]

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.
This does not answer my situation nor does it provide information as to who can resolve it, and I will continue until I am cleared of this debt.
Regards,
[redacted]

Dear. Ms. [redacted],
 
We have reviewed the response from the complaining party.
 
We have reviewed the contract again and the contract the complaining party is refering to is not under the complaining party’s name. Per the
contract, the contract is only between our company and the person listed on the
contract, whom is not the individual issuing the complaint to the RevDex.com. 
 
Most sincerely,
 
Multifamily Utility Company

Dear Mr. [redacted],
 
Thank you for the feedback on how long it is taking to receive
your invoice. We have passed this information on to our billing department so,
they are aware. It was recently brought to our attention that the USPS has been
experiencing a lot of delays with...

overall delivery times, partly due to the
closing of several USPS locations nationwide. 
 
We have continued to expand our options for residents to
review and track their invoices so they do not have to wait for the invoice to
be delivered in the mail each month.  We offer free
online account access for all residents which allows them to view their account
balance and copies of all invoices for their account at any time.  With
the online account access you can sign up for our eBill service so you don’t have to worry about receiving a paper bill each
month.  Once signed up for eBill you will receive an email
notification anytime a new invoice is generated for your account notifying you
the invoice is ready.  At that point you can log into your account and
view the new invoice and account balance.  Other added features we offer
are the ability to pay over the phone through our 24/7/365 automated payment
system, online payment options through the resident account access and free
Autopay services so a resident can have their payment automatically drafted
from their checking account. 
 
To give our customers some extra time we do use the postmark date
not the date the check is received. Your account has been reviewed in full. We
can confirm all late fees that were applied before we received your check post
marked before the due date, have been waived by our agents.
 
We are always happy to assist you and are continuously
working on ways to help our residents make their payments on time such as,
extending the due date when mail is delayed by holidays.
 
Thank you,Multifamily Utility Company

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. THANK YOU very much for being there as a resource. It's great to know that you are there to resolve disputes. Much appreciated. 
Best regards,
[redacted]

May 19th 2015
Dear Mr. [redacted],
            Thank you for your feedback.  We understand you are still having concerns about the billing for your utility account and want to make sure we can do everything in our power to help. 
            As stated in our previous response we are aware that the error on the billing of your electric was for more than a couple of months and was due to the meter being incorrectly read.  Due to the meter being read incorrectly it did cause your account to be under billed on multiple invoices.  Because we realize this was not your fault we are not going back and revising your previous invoices which could have caused your charges to increase with the corrected read in place.  
            We reviewed our records and it shows we have documented communication with the person that delivered the shut off notices and preformed the actual shut offs for your community back in September of 2012.  If you would like a copy of the notice that was posted for your unit please feel free to contact our Customer Service Department.  As a courtesy we have reversed both of the charges from your account.  We hope this helps relieve any concerns you are having in regards to these charges. 
            Our records also indicate that a member of our Management Team called and left you a message on May 22nd 2015 letting you know that we are still more than happy to discuss your concerns over the phone but we have yet to receive a call back.  Again our goal is to make sure all your questions and concerns are addressed and you are feeling confident with our responses.  Again we do apologize for the error we made in the previous months and for the inconvenience it has caused you.  We hope this additional information helps address your questions and concerns.  If you would like to discuss this information in more detail please call or email our Customer Service Team at your convenience.  If you contact our company and 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) 501-6820
Email support: [email protected] v

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 agreement which with Multifamily was signed by the previous Property Manager. [redacted] who signed the contract was not the Owner he was in fact the Property Manager. Again, why is there so much resistance to my request for the records.
Regards,
[redacted]

Please contact the condo association, we do not pursue collections on their behalf.

February 3,
2015
Dear Ms. [redacted],
Thank you for your inquiry and
questions.  With the review of your account we
found that there are a few different charges that are involved with billing for
the gas consumption within your community. 
These different charges are why...

there was a difference between the two
invoices even though there was not a large change in your total gas
consumption.  The gas billing for your
individual submeter is based on the rates and fees that the utility provider charges the
community as a whole for gas consumption and providing the gas utility to the
community.  The two main components of
your gas charges are the rate per Therm and the Per Day Meter Charge.  The Per Day Meter Charge is what constituted
the bulk of your $11.75 gas charge on your 1/6/15 invoice.  The per day meter charge is a charge the utility
applies to each meter based on the number of days in the billing cycle.  This charge is calculated at $0.16438 per
day.  Since your last invoice was for 63
days the total charge was $10.36.  The remaining $1.39 of your gas charge was your per Therm consumption charge, taxes and fees. 
The per day meter charge is what caused the increase to your second invoice even though your total gas consumption did not increase much. 
We hope this additional information
helps you better understand the charges you were billed for.  If you have any additional questions please
contact us directly and we would be happy to assist you. 
 
Thank you,
Multifamily
Utility Company

Hi [redacted],We see you have already contacted our customer service and the two late fees that were on you account have already been reversed. We understand that due to delays with the USPS some residents don't get their utility bill in a timely manner. Your payment will always be marked on time as...

long as the payment is post marked with the due date. We also see you have signed up for ebills so going forward you will recieve your utility bill via email 2-5 business days before they are normally mailed. If you need anything else please contact our customer service department 24/7/365. Thank you,Multifamily Utility Company

Hello,We have provided access to all resident billing statements already. We would be happy to provide them again, just email the account manager for this property. We have determined there is no error in our handling of the closing of this property account.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.
Regards,
[redacted]