Realpage Utility Management Inc

Hello and thank you for reaching out to NWP regarding your
billing concerns. We are in receipt of your complaint and will follow up as soon
as possible.

Hello Mr. [redacted] – You are correct. We do have an account open in your name and process payments on behalf of your community, as this is included in the agreement we have with them. We know the urgency surrounding this matter and we will work with your community to have this resolved as quickly as possible.

Hello Mr. [redacted] As previously advised a credit for the Stop Payment Fee of $35.00 was applied to the account today. You will see this reflected on your NWP account by the morning of Wednesday, October 28th, 2015. If you have any questions, please reach out to our Resident Services Manager at...

949-253-2563

Hello [redacted] –Thank you for sharing your concerns with NWP. We have reviewed your account, including your metered usage history. You’ve confirmed in communication with NWP that there are no leaks or any other items of the sort to indicate your meter is not capturing actual water usage. NWP can...

also confirm that there is no indication of any discrepancy with the metered usage that is being billed and how it’s being billed. At this time we see no indication that a credit is warranted and will consider this matter closed. Nonetheless, we will communicate to your community of this concern and request that your maintenance staff complete an onsite confirmation (if one has not been completed already) to ensure that your meter is performing with accuracy. Thank you and we appreciate your patience.

Hello Ms. [redacted] – First and foremost, NWP would like to relay it’s sincerest apology for any inconvenience. This is not our attention whatsoever. We’ve reached out to the community and reiterated that the closing of bills is to be performed by the community as the lease agreement, addendum or...

whatever contractual agreement was completed is between you and the community. They understood and would follow up with the responsible party to get this reconciled on the side of [redacted]. We also reached out to you directly and left you a voicemail. Should you have any additional questions or concerns regarding this particular matter, you may contact our Resident Services Manager at [redacted].

Hello and please accept our apllogies for the delay in response. Please note that gallon factors for your meter changed effective with the June 2015 billing statement. Attached you will find a copy of your May 2015 billing statement where the meter factor was 10 gallons. We've also provided a copy of your current billing statement where the meter factor is now 1 gallon. If you were to translate the usage from 1 to 10 gallons, prior to the change, you will see that your current usage is in line what what was billed during that time frame. Thank you and please let us know if you have any additional questions.

Thank you for communicating your concerns to NWP. We’ve consulted with your community and relayed your concerns. They’ve confirmed that a credit will be applied for the time in question. This will be based on the meter read history we currently show for your unit. If you have any further questions...

or concerns, please contact our Resident Services Manager at [redacted]

Ms. [redacted] Thank
you for your patience while attempting to address your matter. First and
foremost, please know that it is never the intention of NWP to cause a customer
any inconvenience. As you may already know, NWP bills it’s customer in
correlation with the lease agreement you hold directly...

with your community. Per
your lease agreement you have been responsible for these fees but, there was a
delay in having these appear on your NWP bill.   Again, our apologies
for any inconvenience and we look forward to a much smoother process, moving
forward. Thank you

Hello Mr. [redacted]
 
NWP deeply apologizes for delay in response and please know
that it was done intentionally.  We do
have good news in seeing that your meter is now registering actual usage. What
occurred for the time frame of 4-1-2015 through 4-30-2015, is that an...

actual
read was not obtainable. Protocol is that we estimate the usage based on a
national or property average, if that information is not available, which is
also deemed appropriate within regulatory measures. A screenshot of your usage
has been attached. We will
also follow up with your management office to ensure that your lease agreement
reflects the confirmation of fees that apply for our service, including the new
account fee of $10.00. Should you have any further questions or concerns, please
reach out to our Resident Services Manager at [redacted]

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.NWP has not addressed my concern. I was not stating that I wasn't reimbursed for over a year. I was reimbursed due to my diligence with my residence management.  I stated that being over-billed is a practice of NWP.  My concern is my bill for services July 2015 to present is not reflecting the correct usage. Each time  I call NWP and discuss this problem, I am told that there "is a problem with your service since I see a spike in your service".  Customer service continues to tell me about dates on which my service "spiked" with little to no explanation. I have called at least 4 times.   I am questioning why my usage went from 531- 1 gallon units per month to double that amount thereafter, see  the period mentioned above.  As I stated, my usage was between 500-600 1 gallon units per month for years and then again back on June 2015. This is where it should be. My home situation has not changed and there is not a problem such as a leak in my apartment.  My maintenance has checked several times. As far as "taking it up with my apartment complex", my apartment has been contacted numerous times and claims that my meter must be broken.  There has to be an explanation as to why my water usage went from your bill on June 2015 of 531 - 1 gallon units to 1400 1-gallon units every month thereafter.  NWP has not addressed that issue which is the real  problem I have been trying to address.  Look at my previous water bills for years 2012- 2013 and the beginning of 2014. I cannot retrieve those bills online as NWP does not make them available anymore to me anymore, I tried. I have bills showing when my bill went from between 500-600 1-gallon units in 2014 to being "estimated" at 3270 1-gallon units per month.  Then water usage went back again to 531-1 gallon units after NWP "fixed" my meter.  So why did the bill go up again 1 month later? Because my meter is not fixed. I have been living in this unit since 2008., alone!
Regards,
[redacted]

Thank you for reaching out to NWP regarding the complaint submitted by Mr. [redacted].By 12-4-2014, NWP had provided the resident with the following items: NWP billing methodology letter which explaining the billing process for the resident’s community of Botanica on the GreenNWP Resident Billing...

Breakdown Report that detailed the specific local water department figures used to compile the April, May and June 2014 NWP billing statementsCopies of the Denver Water winter and summer rate detail  This information provided full details which explained why NWP’s bills fluctuated during that time and how the NWP bills were calculated. As a courtesy to Mr. [redacted], we’ve credited his account a total of $42.00 in late fees which have accumulated since his concerns were addressed.  [redacted], Manager of Resident ServicesNWP Services Corporation  office: 949-253-2563 www.s[redacted]@nwpsc.com | www.nwpsc.com

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.You ([redacted]) have lied consistently over the last 8 months. You can attach and present a document in the middle of a lease which won't hold up. NWP is running a scam and people will know about your shady practices once and for all. 
Regards,
[redacted]

The 'right' things in the NWP's response are:* They reimbursed the unrigthfully charged $14 to my account.* They clarified to me their policy by saying" we advise customers to set a pay date about 5 business days prior to the average due date.".The 'wrong' things in their response:* The corrections apply to only me among their hundreds of customers. I don't want to be selfish by this complaint, i.e. if other users overpaid late fees due to NWP's negligence of stating their policy clearly; then they should be reimbursed as well.* The NWP website still does not clearly tell the users to set a pay date about 5 business days prior to the average due date or the users will end up paying late fees even though they setup the so called AutoPay. Basic decency suggests that the company should clarify their policy very clearly and explicitly when users setup AutoPay via their website and/or their phone sutomer service.In short, my personal complaint got resolved. However, the company has not taken the necessary steps to prevent other customers from suffering the same problem. In addition, to my best knowledge, the company has not reimbursed other customers who might have had the same problem I encountered.Finally, I would like to express my sincere gratitude to Revdex.com. You solved my complaint very throughly and professionally. This is in start contrast with how the NWP customer service agent curtly cut me off and refused to acknowledge any wrong doing. In the modern age of online services, Revdex.com serves as a bright beacon of consumer rights. I am very glad that you exist to protect the consumer interests.Best regards,[redacted]

In review of this matter, there is a misunderstanding to what our customer understood the billing methodology to be for this community. Attached is the billing methodolgy letter that reflects the explanation that our customer received. This letter is available via our website and is also provided to residents upon move in. We appreciate everyone's patience.

Revdex.com:
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.
Regards,
[redacted]

Revdex.com:
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.
Regards,
[redacted]

Mr. [redacted] Thank you for reaching out to RealPage Utility Management, previously known as NWP. The final bill balance is payable to the community, therefore we advise that you speak to the community about having these late fees creditedRealPage Utility Management will not credit late fees...

unless deemed to be an error of RealPage Management [redacted]

Revdex.com:
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.
Regards,
[redacted]

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.
I have already contacted the Leasing Office; and they've done a "Live Bucket Test". I've already sent the test results to NWP, please see attached file. In addition, I have sent (5) emails asking them to check their system. They answered only 2 emails in which they stated that they'd get back to me., please see the attached emails. Also, I called the NWP last week and asked them to check their readings, again. Now, after 5 months and all the emails, they are telling me to request these steps again. This is not a proper solution as they seem to avoid the problem as much as they can.
Regards,
[redacted]

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.
I would still like an explanation as to why my June 2015 bill was 531 1 gallon units and all bills thereafter have a usage doubled. Please see previous email with exact details.Thank you
Regards,
[redacted]