New England Dive Center

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10855886, and find that this resolution is satisfactory to me for nowThey did not answer the questions regarding the new fees or explain why I was told by their staff the payment was received twice and then billed for it laterI'm told my association plans to end business with the company soon, which will resolve this problemI also have not seen a corrected bill in writing yet so I still have doubts about the late fees being removed Thank you for your help, Regards, C [redacted]

Complaint: I am rejecting this response because: there was no assistance besides removal of late feesCustomer service was horribleI had to follow up several times after being told I would receive calls back Regards, K [redacted]

Customer Service received first contact from resident about bill dated 7/1/on 8/4/16, and the concern was escalated on 8/ Approval to remove the one late fee caused by errors on the 7/1/bill was received on 8/15, and resident was notified of this result on 8/17/ Resident demanded further concessions, but as a third-party billing company, it is not possible for us to deduct actual and accurate utility charges that are ultimately paid to our client, the property management for her apartment complex

We cannot find this person in our billing system with the information provided by the person filing the complaint YES is a third-party billing company; and has no role to play when a condo owner sells a unit, as those transactions are handled strictly by either the HOA office, or the property management/ownership group of the facility This person should be filing complaints with his former HOA office

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11566359, and find that clerical problems will continue but I will deal with them on a one-on-one basis Regards, D [redacted]

This resident first contacted YES Customer Service on 8/2/to contest a high utility bill, and the complaint was escalated on 8/4/ On 8/11/16, billing manager assigned to resident's property applied a credit to his account for the high bill he was concerned about; but billing manager was still working with property management group about scheduling a possible meter inspection Since YES is a third-party billing company on behalf of the condominium community for the unit owned by complainant, all meter services are reviewed and approved by HOA board and the property management group responsible for day-to-day operations of the community Owner called Customer Service about once every days due to length of time for negotiations between YES and property management, at which time the Customer Service manager spoke directly with this owner on 8/25/to explain our role, and that YES had preliminary approval from property management for a technician to come to the facility on 9/8/ Owner then sent email to YES on 9/12/16, to report that no technician arrived on the proposed date, and his bill sent in late August was as high as the one sent in July that was adjusted (as a courtesy) Billing manager immediately contacted property management about the service visit, and found out that approval had not been secured from the HOA board for this service visit, and it was cancelled YES assumed that onsite staff would have informed this owner, but they did not A voicemail message reporting this information about the cancelled service visit was left for this gentleman on 9/13/He was also directed to speak directly with onsite property manager about his ongoing concerns.YES is a third-party billing company, whose primary function is to generate monthly utility bills for owners/tenants at this condo community, based on master bills from the local providers of water and sewer services, along with information received from manual readings of the water meters attached to each unit YES has no direct authority to approve adjustments to high bills, or to schedule and conduct any onsite meter inspections, as the HOA board and property management company of this facility have that authority because they are a client of YES Owner was communicated with according to all proper procedures at YES, and his issues and complaints were properly reviewed and escalated between the billing manager and property management

Resident utility payment in question was sent to outdated remittance address, but YES will remove late fee on a courtesy basis

First Revdex.com complaint not received Resident in question has been responded to on a number of occasions by Customer Service about her concerns regarding some recent statements that were either sent twice or did not reflect a recent payment, and those concerns were also escalated and addressed by
the billing team for this resident's complex No further problems noted since resident's last contacts in early July

Complaint:
I am rejecting this response because:You're response is simply untrueWhen I call the HOA, they refer me to you because they say they have already removed me, and when I call you (yes energy), I'm told to call the HOA.Please provide DETAILED steps on how exactly I am supposed to get my name removed from the account and receive a refund for what was overpaid
Regards,
K*** ***

Resident is being assisted in accordance with proper procedures by Customer Service in accordance with our status as a thid-party billing company for her property management corporation

We are sorry to hear that this former condo owner is having difficulties with his former HOA The fact remains that YES is a billing company and only moves people in or out with official notification from the property management This gentleman should have filed HUD papers with the HOA or property management for the closing of the sale of his unit He can ask the HOA office to look up his HUD notification (or owner can provide them another copy), and then ask for a contact number for the company that manages that property for the HOA

Complaint:
I am rejecting this response because:these were not actual and accurate according to the statement received from them
Regards,
K*** ***

To Whom It May Concern - -Complaint first received from Customer Service by tenant on 2/29/16, and immediately escalated to the billing account manager who replied on 3/8/with resolution that all utility charges were correctly assessed with no adjustments required or approved. After
resident contacted YES several more times to protest the original determination of his complaint lodged on 2/29/16, account manager received permission to apply the requested adjustment to tenant utility account as a concession. Resident notified of this new result via email on 4/13/16. YES Customer Service

Hello, Thank you for the opportunity to respond to your inquiry about your meterYES Energy Management is a utility billing companyWe provide the services of metering and billing of energy, water and other ancillary costs to owners and managers of apartment and condominium communities from coast to coastOur apologies for any misunderstanding, the property manager has a new proposal for them to sign to have one of our tech’s to check the meterOnce she signed and returned to us we will schedule a new date to have the meter checkWe have to inspect the meter first before it can be determined if it needs to be replacedWe have no record of it being inspected prior to thisit will be inspected for possible replacement and then we will review if any adjustments need to be made after the inspection is completedOnce again we apologize for any inconvenience and feel free to contact our customer service department for any further questions Thank you Yes Energy Mgmt

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11566359, and find that clerical problems will continue but I will deal with them on a one-on-one basis. 
Regards,
D[redacted]

This resident first contacted YES Customer Service on 8/2/16 to contest a high utility bill, and the complaint was escalated on 8/4/16.  On 8/11/16, billing manager assigned to resident's property applied a credit to his account for the high bill he was concerned about; but billing manager was...

still working with property management group about scheduling a possible meter inspection.  Since YES is a third-party billing company on behalf of the condominium community for the unit owned by complainant, all meter services are reviewed and approved by HOA board and the property management group responsible for day-to-day operations of the community.  Owner called Customer Service about once every 2 days due to length of time for negotiations between YES and property management, at which time the Customer Service manager spoke directly with this owner on 8/25/16 to explain our role, and that YES had preliminary approval from property management for a technician to come to the facility on 9/8/16.  Owner then sent email to YES on 9/12/16, to report that no technician arrived on the proposed date, and his bill sent in late August was as high as the one sent in July that was adjusted (as a courtesy).  Billing manager immediately contacted property management about the service visit, and found out that approval had not been secured from the HOA board for this service visit, and it was cancelled.  YES assumed that onsite staff would have informed this owner, but they did not.  A voicemail message reporting this information about the cancelled service visit was left for this gentleman on 9/13/16. He was also directed to speak directly with onsite property manager about his ongoing concerns.YES is a third-party billing company, whose primary function is to generate monthly utility bills for owners/tenants at this condo community, based on master bills from the local providers of water and sewer services, along with information received from manual readings of the water meters attached to each unit.  YES has no direct authority to approve adjustments to high bills, or to schedule and conduct any onsite meter inspections, as the HOA board and property management company of this facility have that authority because they are a client of YES.  Owner was communicated with according to all proper procedures at YES, and his issues and complaints were properly reviewed and escalated between the billing manager and property management.

Resident utility payment in question was sent to outdated remittance address, but YES will remove late fee on a courtesy basis.

After receiving this complaint on 2/6/17, an investigation was launched by the YES billing manager assigned to Prospect Pointe Apartments, and worked with their management to make appropriate changes to this account (typically, the property that the resides in handles all aspects of the move-out...

process, including informing YES to stop the utility billing for the resident after their move-out date).  This move-out process was corrected and completed on 2/13/17, and resident Ms. [redacted] was informed of new move-out date, new balance reflective of that move-out date, and directed to the property office for any further assistance.  Ms. [redacted]' utility account with YES was officially closed as of 12/9/16.

Complaint: 11679629
I am rejecting this response because: there was no assistance besides removal of late fees. Customer service was horrible. I had to follow up several times after being told I would receive calls back. 
Regards,
K[redacted]

First contact in this matter from resident was received on 10/17/16.  Resolution reached by 10/19/16.  Spoke with residents on phone several times during that 3-day period.