Spectrum Utilities

Attached is the ledger for this tenant As you can see, he is getting late fee's almost every month, because he does not pay his bill in full and on time His charges would be reduced by $per month, if he would pay his bill in full by the due date In regard to the complaint about our phone system, the prompts are detailed in what you need, but you have to listen to them in their entirety Options 2, 4, 6, 7, 8, & will all ring into our office and get a live person on the phone with you, as long as you are calling during business hours, and our lines aren't full If you call in after hours, or during a time of high volume, our voicemail is available and also instructs people to leave a message and they will receive a call back typically within the hour, but it could take up to business day

Attached are the supporting doc's showing why there has been an increase in gas charges Although the temps have been warmer during the day, the temps still drop low at night There were also days where temps never reached above freezing In regards to our phone system, we receive hundreds of phone calls each day from residents, most of which are local in the Greater Cincinnati area I have contacted the property manager at [redacted] Place, and she did state that occasionally when they have tried to call recently, the line doesn't ring or do anything, it is just silent She said in no way has this always been an issue and is something that they have only recently noticed We are working to figure out why this is only happening to the tenants at this property I believe it maybe something with our 800#, so I have updated the tenants bills with our 513# to see if that resolves the issue going forward I also requested from the property manager that anytime they receive a complaint from a tenant about not being able to reach our office, to send me an email so I can further investigate this issue, and told her she is also more than welcome to give out our email to residents

Attached is the ledger for this tenant.  As you can see, he is getting late fee's almost every month, because he does not pay his bill in full and on time.  His charges would be reduced by $10.00 per month, if he would pay his bill in full by the due date.  In regard to the complaint...

about our phone system, the prompts are detailed in what you need, but you have to listen to them in their entirety.  Options 2, 4, 6, 7, 8, & 9 will all ring into our office and get a live person on the phone with you, as long as you are calling during business hours, and our lines aren't full.  If you call in after hours, or during a time of high volume, our voicemail is available and also instructs people to leave a message and they will receive a call back typically within the hour, but it could take up to 1 business day.

3/14/17Dear Revdex.com,Thank you for your response to my cmoplaint ID # [redacted] on 3/8/17 against Spectrum Solutions, Inc.My desired resolution of my complaint is that Spectrum provides a working phone line with access to a  person. I feel it is unfair to the consumer to provide them with a phone...

number for billing questions, only to have it be a non-working line.  It is my understanding from a reliable source (apt. manager) that this has been the case for a very long time.I am not seeking a billing adjustment or credit, but would like to be able to do so whenever necessary.See phone # on enclosed bill.Thank you!Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]---The company has stated that they will get their phone line working, so my issue has been resolved.

Attached are the supporting doc's showing why there has been an increase in gas charges.  Although the temps have been warmer during the day, the temps still drop low at night.  There were also days where temps never reached above freezing.  In regards to our phone system, we receive hundreds of phone calls each day from residents, most of which are local in the Greater Cincinnati area.  I have contacted the property manager at [redacted] Place, and she did state that occasionally when they have tried to call recently, the line doesn't ring or do anything, it is just silent.  She said in no way has this always been an issue and is something that they have only recently noticed.  We are working to figure out why this is only happening to the tenants at this property.  I believe it maybe something with our 800#, so I have updated the tenants bills with our 513# to see if that resolves the issue going forward.  I also requested from the property manager that anytime they receive a complaint from a tenant about not being able to reach our office, to send me an email so I can further investigate this issue, and told her she is also more than welcome to give out our email to residents.

I explained to the resident and the Revdex.com, that we are a billing company. Spectrum collects the data and calculates and mails the bills. We do not collect or profit from any funds the resident pays the park.  If there are any questions to the amount of the billing, and we are contacted by resident, we ask them to contact the management to verify the information that is sent to us and request and revisions.  

 

We have fired the meter reader that is reading that park, we have discovered that he was estimating the meter reads. Mr [redacted] has not contacted the park manager to get me a correct meter reading to resolve the problems. He contacts the wrong entity to get it resolved. The [redacted] police department should not be involved in a mis-read meter.

 

This matter could have been resolved had Mr [redacted] contacted his manager and had them contact us to revise his billing. It can be revised at any time, and the park can issue him a credit if due.

 

Thanks!

 

Spectrum Utilities

Scottsdale  AZ  [redacted]

fx [redacted]

Please see attached.

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.

[redacted] charges the residents based on the information supplied by Spectrum.  When there is an error, Spectrum has to correct that error and is not willing to accept their part in the excessive charges.  This matter has been refered to the local police department and is being investigated.

Please review attached email exchanges with spectrum.

 

We are an independent billing

service company. We do not collect or benefit from any monies collected by [redacted] for your water. We do not own the meters or maintain them. Please contact

the park to obtain any “refunds” that you feel you are entitled to.

 

We do not appreciate threatening

emails.

 

Thanks!

 

 

Spectrum Utilities

 

Ask us about internet access to

resident history and how you can enter changes on-line!!

 

From: [redacted]] Sent: Wednesday, April 02, 2014 10:43 AMTo: '[redacted]'Subject: RE: billing history

 

The adjustments are not

adequate.  Your meter reader claims he read the meter on March 4 with a

meter reading of 3489 and a previous reading of 3263.  Simple math puts

that at 226 or 22600 gallons of water.  As I stated in a previous communication

on March 24 the meter was reading 3489 and it is now reading 3521.  That

would put next month’s usage at only 32 or 3200 Gallons.  Does that seem

like it is honest to you??

 

I am ready to take this matter

to another step if not resolved satisfactorily within the next  hours.

 

From: [redacted] [mailto:[redacted]]

Sent: Friday, March 28, 2014 8:15 AMTo: '[redacted]'Subject: RE: billing history

It appears that the reading for

February was incorrectly entered. I will adjust that bill and the subsequent

bills and send to the park manager.

I do not follow your information

on the base charge of the $1.58 per thousand. The base charge is $19.71. The first

tier level is $1.58 per thousand for the first 7000 gallons.

 

Thanks!

 

 

Spectrum Utilities

 

Ask us about internet access to

resident history and how you can enter changes on-line!!

 

From: [redacted]] Sent: Thursday, March 27, 2014 8:47 PMTo: '[redacted]'Cc: [redacted]Subject: RE: billing history

 

Averaging the readings from the

meter reading you furnished me show an average usage of 6, 020 gallons per

month.

As the base charge is $1.58 per

1,000 gallons.  I would calculate that I have been overcharged for at least

12 times.  The last two months you will notice exactly the same readings

and charges.  The interesting thing is I read the water meter on March

24,2014 and had the same reading as you show for March 1, 2014.  The

charges for these two months have been $144.13.

The charge for a month with the

average would be $30.77 for water.  According to the city the sewer

charges are based on average water usage during the winter months.  I have

not contacted them to see what that would amount to for our average usage.

 

My question to you is

this.  What are your plans to correct this and make adjustments to my

billing for the past 51 months.

 

Sincerely

 

From: [redacted] [mailto:[redacted]]

Sent: Wednesday, March 26, 2014 11:22 AMTo: [redacted]Subject: billing history

Attached is a report of all the meter readings for your

space. The billing dates are the read dates.

Spectrum hires a reader to read [redacted].

Thanks!

Spectrum Utilities

Ask us about internet access to

resident history and how you can enter changes on-line!!

Regards,