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 feeWhen we paid in October for the billing period of September, that amount should have been divided and taken away from our next billIt didn't and also it didn't show discounted on our next bill after thatWe were not gone Ten DaysWe left the 10th and came back the 26thThis company refuses to have us go and talk to them, saying that their address can't be disclosedThis is the company who expects us to sit back and let them charge us however they pleaseMy demands were a properly explained and metered water bill, a month $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] ***

Dear Mr***,We have looked into your account and your concernWe 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 zeroThis 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 systemWhile the actual consumption – and ultimately the bill – are correct, the meter count does not typlically match the reported count from the remote system exactlyThis does not affect the integrity or accuracy of the meter or the systemSlight 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 issueEverything we do at Multifamily Utility Company is aimed at making our service the best in the industryThank 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 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]

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 resolvedTHANK YOU very much for being there as a resourceIt's great to know that you are there to resolve disputesMuch appreciated Best regards, [redacted]

Aloha Ms***, We have reviewed your account and your meter readings and have found them to be accurateIf you have any additional questions please contact our customer service department Mahalo, Multifamily Utility Company

Dear Mr ***, 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 leaseIf you have any other questions please contact our customer service departmentThank you, Multifamily Utility Company

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

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

Dear Mr [redacted] ,Thank you for your inquiryI have reviewed your account and noticed the last time you contacted our customer service department was in July of Our customer service department is available 24/to assist you with any questions you have on your account including if you believe you have been incorrectly chargedWe have opened up a work order with your property management and our meter support staffThe 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 readingOnce 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

May 19th 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 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 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- Email support: [email protected] v

May 19th 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 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 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- 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 The contents of the response from the business was unsatisfactory, and some of there statements were untrueFor instance the correct billing or incorrect billing had been going on for my then just a couple of monthsive been in this same mobile home since and never have I seen the bill this high.The fact that the audit is just now noticing a billing error is very unlikelyAlso, my electric was never shut off and I never received a hour shut off notice, so their for I should not be charged for a reconnect fee or notice feeThis 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 unfairRegards, [redacted]

Hello,We have provided access to all resident billing statements alreadyWe would be happy to provide them again, just email the account manager for this propertyWe have determined there is no error in our handling of the closing of this property account.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 reversedWe understand that due to delays with the USPS some residents don't get their utility bill in a timely mannerYour payment will always be marked on time as long as the payment is post marked with the due dateWe also see you have signed up for ebills so going forward you will recieve your utility bill via email 2-business days before they are normally mailedIf you need anything else please contact our customer service department 24/7/Thank you,Multifamily Utility Company

Complaint: [redacted] I am rejecting this response because:this answer is completely irrelevant to my complain, I am aware that I needed to sign online for the autopay, but the website is not very clear, and I did sign for autopay, what I am asking is that the si-called-late fees be removed from my account, since I thought I was enrolled in autopay, but instructions wre not clearOk Sincerely, [redacted] ***

February 3, Dear Ms***, 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 $gas charge on your 1/6/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 $per day Since your last invoice was for days the total charge was $ The remaining $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

DearMs***, 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 namePer 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

DearMs [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 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, The purpose of the email was to recommend switching current billing services for the 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 residentsOur 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 providerWe 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 servicesOur 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

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 day billing period when it takes longer than that with the mail between [redacted] and San Diego CaliforniaFor people that are stuck on Social Security and have one paycheck a month it’s not possibleI have received your bill days before it is due so have the other tenants in this apartment complexThis 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 $a monthAnd 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 addressOr 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 Ms [redacted] ***, Thank you for your emailUnfortunately due to security reasons the consumer must sign up for autopay onlineThere are easy to follow directions on how to sign up on our website and our customer service representatives are happy to walk you through the setup if you need additional assistanceThank you, Multifamily Utility Company