Studebaker Submetering Inc.

October 3, *** *** *** Revdex.com KStreet NW, 10th Floor Washington, DC Re: Complaint off *** ***, ID *** Dear *** ***: Thank you for the above referenced complaint. In the Statement of Problem, *** *** alleges that her water
bill skyrocketed 300% in the last nine months. She further states that her unit was inspected by Building management. Additionally, she alleges that two Studebaker Submetering, Inc(SSI) technicians checked her meter, found it to be faulty, and promised to retroactively reduce the bill. *** *** complains that the Property Management Company tacked her water bill onto rent, and is threatening to evict. Finally, she is requesting a $credit in resolution. I will address each item below*** *** is a resident at the *** at *** Apartments. SSI was hired by the community to read water submeters, and produce invoices containing charges for resident consumption. In addition to reading water meters, and generating invoices, SSI collects payments and remits collected funds to the Apartment Community’s Management Company. In this capacity, SSI acts as the representative of the Management Company. SSI does not retain resident payments, nor does it have the power to issue refunds or credits, except as authorized by the Apartment Community’s Management Company. Regarding the allegation that her invoices skyrocketed percent in the last nine months, *** *** has seen an increase in consumption. However, it is not a 300% increase. *** *** moved into unit on June 13, 2015. Then following chart depicts her monthly consumption and charges through March Date Gallons Charge: Jul 22, 3,$Aug 25, 3,$Sep 22, 3,$Oct 23, 2,$Nov 20, 2,$Dec 22, 1,$Jan 20, 2,$Feb 19, 2,$Mar 18, 3,$Average: 2,$49.44The increase in consumption began in April of 2016, and the following chart depicts that increase Date Gallons Charge: Apr 20, 4,$May 20, 4,$Jun 30, 4,$Jul 29, 4,$Aug 26, 4,$Sep 28, 4,$Average: 4,$The increase in consumption between the two time periods is percent, and not 300%. Respecting the statement that the Property Management for The *** at *** inspected her unit, SSI cannot speak on their behalfRegarding the statement that SSI technicians inspected her meter, at the request of Property Management SSI scheduled a technician for August 2, 2016. The technician was accompanied by Property maintenance personnel. According to the technician’s notes, he found a meter oscillation issue, which is water flowing forwards and backwards through the meter. This is caused by building backflow problems, and not a defective meter. The installed submetering system uses pulse output meters attached to radio frequency transmitters. Pulse output meters have a simple switch that opens and closes as ten gallons of water passes through the meter. The transmitter records the number of circuit closures, and transmits that number. Consumption is derived by examining the number of closures or pulses. However, the switch will open and close if water is moving forward or backward through the meter. Hence, building backflow issues can cause the appearance of high usage. The issue was identified to the apartment community’s Management*** *** states that the SSI technician promised to retroactively reduce the invoice. There is no notation in his report of this, and he would not be in a position to offer this. All funds are remitted to the Property Management Company, and any credit or refund must be approved by them. As stated before, SSI invoices and collects on their behalf. In the latter portion of the complaint, *** *** states that the Property Management Company tacked her water bill onto rent, and is threatening to evict. Once again, SSI cannot speak for or address issues with her Property Management Company. Finally, she requests a $credit in resolution. SSI does not have the authority to grant what she has requested. As stated above, we invoice and collect on behalf of the Management Company, and all funds received are remitted to them. In reviewing the customer service records, this was explained to *** *** on September 16, when she contacted our offices Additionally, her requests and the technician’s findings were communicated to themIn closing, SSI cannot issue credits or refunds because all billing and collections are completed on behalf of the *** at Rockville. Additionally, all funds are remitted to them. SSI responded to a high usage request initiated by the management for the *** at *** by dispatching a technician that examined the metering equipment in *** ***’s unit. The submetering equipment (meter and transmitter) was found to be operating normally. A building backflow issue was noted that may have caused an increase in consumption. The findings were communicated to the buildings Property Management, as well as *** ***’s desire for a credit. In response to this complaint, I will once more communicate her request to the Property Management from whom she should seek redressThank you for your consideration of this matterSincerely, Roger *, R*** Director of Operations Studebaker Submetering, Inc

I spoke with *** *** on May 25, I offered to install a new meter, and reset the transmitter to zero so that both devices were reading the same I requested that he install the check valve discussed in the previous response He agreed, and scheduled a plumber for Friday, June 3, One of my technicians met the plumber on-site, and the check valve and new meter were installed *** *** stated that taking these actions would satisfy him.Sincerely, Roger ** R*** | Director of Operations

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. In addition, thank you for the further detail as it pertains to the analytical water usage; I was not aware of the July 9th specifics whereby usage seemed higher and this is enlightening, although not sure why as I trust every other day was 'uniform'It seems like the issue has been resolved and appreciate all efforts
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: while I am glad to hear that there is no financial incentive and only general incompetence keeping SSI from correctly monitoring my water system, this does not negate the fact that I have no choice but to deal with this company and I have been insulted and lied to (by MrR***’s subordinates) in my efforts to have a mistake corrected
Regards,
*** ***

To Whom It May Concern:Thank you for the above referenced complaint from *** ***In that complaint, she States she received a $late fee every monthShe further asserts that she called and had $Credited to her accountShe alleges the loss or delay of paper bills in the mail,
and presents this as the reason for late paymentFinally, she states that she called and requested paperless billing to rectify the issue of late paymentConsequently, she would like any remaining late fees Credited, and paperless billing established.In response, *** *** is a resident of M*** *** *** ***Studebaker Submetering, Inc(SSI) reads Water meters for this community and invoices for ConsumptionBills are generated at the end of each month, and are given a due date that is days from the date of productionInvoices not paid by the due date incur a $late penalty.The account of *** *** was setup in late October, and the first billing completed in NovemberOf the six billings sent* *** *** has not paid by the due date on any occasionThe invoices are beingmailed to her actual address and we have received no indication from either property management or other residents in that Community that invoices are not being delivered.Regarding the Crediting of late fees, the following chart delineates every late charge, and the Credits she has received to dateOf the six late fees, she has been Credited for four.Date Description Billed Credit Dec 14, Late Fee $Jan 11, Late Fee $Feb 14, Late Fee $Mar 8, Late Fee $Apr 4, Fees Credit $Apr 10, Late Fee $Apr 19, Late Fee Credit $May 23, Late Fee $5.00Totals: $$20.00Regarding paperless billing, according to the Customer Service records, she called on April 19th, and there is no mention of a request for paperless billingThe record of the Conversation is with respect to late fees being waived, and not receiving invoices on timeI do see that the paperless option was setup on our Website, but this was done in late MayThat fact notwithstanding, a request for paperleSS billing does not remove the obligation to pay by the due dateThis is particularly true when the invoices are generated at the same time each month, and mailed to the complainant's home addressAdditionally, the invoices are always available on the SS website.Nevertheless, I will waive the other two late fees, and I have verified that paperless billing has been initiatedI trust this resolves the complaintPlease let me know if I may be of any further assistance.Sincerely, Roger AR*** Director of Operations Studebaker Submetering, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: they are billing illegally - I have not had a resolution I am taking a picture of my water meter ever day There bill does not reflect my meter - so how can they bill me Plus my bill for the past months has been $when for the past year it has been $ Had new meter, had leak tests and nothing has changed except the amount owe each month
Regards,
*** ***

Thank you for the Complaint filed on August 7", The Complainant, *** ***, was a resident of *** at *** *** Apartments from July 15, through June 5, Studebaker Submetering, Inc(SSI) is contracted by the Apartment Community to read residential water meters, and
invoice residents for their specific ConsumptionIn his complaint, *** *** states that he moved out of his apartment months ago, but has Continued to receive bills for Current Water usageHe states that Studebaker Submetering, Inc(SSI) Customer Service refused to cancel his service, stating that the apartment Community had to "take him off." Furthermore, he refuses to pay his outstanding balance, and wants charges generated after May to be droppedMy response is detailed below.As indicated above, SSI was contracted by *** at *** *** to read water submeters and invoice residents for their specific ConsumptionSSI does not have the authority to add or remove residents from occupancy, but invoices according to the records given by the Apartment Management CompanyAll billing is done on their behalf, and remittances are given to themThe responsibility of the tenant to pay utilities is detailed in the Lease Agreement.*** *** did not call the SS Customer Service lineHe sent an e-mail on the weekend of August 5"- 6"The Customer Service team sent a response on Monday morning, August the 7"The email indicated that we could not remove him from the list of active residents, and that his Property Management Company was responsible for this actionThe responding representative intended to Contact the Property Management of *** at *** *** to Confirm his status, but *** *** filed the Revdex.com Complaint by late Monday morning before any action could be takenHad he simply Waited a reasonable period of time, or called the toll free Customer service line, that Confirmation would have OCCurredThey ultimately did confirm that his lease ended on June 5, (not in May as alleged).Finally, and of greatest importance, the utilities at *** *** *** are invoiced in arrearsHe alleges that he has been billed for usage consumed after his June 5", move outHe has notInvoices were generated after that date, but they were for Consumption occurring prior to June 5"Here are the last invoices produced with the generation dates, and service periods.*** *** *** *** *** Alexandria, VA (Tel)###-###-#### (FAX) ###-###-#### WWW, studebakersubmetering.ComGeneration Description Quantity Billed Credit Total Service Period: 3/28/- 4/28/17DateJun 9, Water/Sewer Meter One 1,GAL $$Jun 9, Water/Sewer Meter TWO 1,GAL $$Jun 9, Water/Sewer Meter One $$38.82Admin FJul 21, Water/Sewer Meter One 1,GAL $$Jul 21, Water/Sewer Meter TWO 1,GAL $$4/28/- 5/28/Jul 21, Water/Sewer Meter One $$75.93Admin FAug8, Water/Sewer Meter Two GAL $$5/28/- 6/5/17 Aug8, Water/Sewer Meter One $$84.03Admin FAug 8, Water/Sewer Meter One GAL $$88.10At no time Was he invoiced for Consumption occurring after his move outAdditionally, the service periods are clearly indicated on each invoice.In Conclusion, SSI does not have the authority to change resident status, which was explained to *** ***The representative did attempt to contact his former Property Management to confirm his move out, but he filed this complaint within a few hours of receiving that responseFinally, he has never been charged for Consumption occurring after he left *** at *** ***The invoices Were generated after his occupancy, but were for consumption occurring while he was a residentHis charges are valid, and are still due.I trust this answers all pending questionsIf I may be of any further assistance, please do not hesitate to contact me.Sincerely,Roger ** R*** Director of Operations Studebaker Submetering Inc

Thank you for the above referenced complaintIn the statement of problem, Ms*** states thefollowing:When she first moved into her residence, she was overcharged for water utilities. She called Studebaker Submetering, Inc(SSI)SSI would not speak with her until she had aplumber
check her residence for leaks, which she didIt took SSI a month to come out, and see that their equipment was faulty and replace it. She did not receive a refund for the over payments in the previous months. 5. She received proper billing for a few months, and set up auto payments.6. She recently received a bill, and was shocked to see that she had been charged for two months, and had incurred a late fee, even though the payment had been taken from her account the month before.7. She tried calling SSI, but the number would not connect.Ms*** is a resident at *** *** Condominiums located in Derwood, Maryland*** *** has 15-year old submetering system that was not purchased from, or installed by SSIThe submeters are owned either by the individual homeowners, or the Association as the Condominium documents specifyThe *** *** Condominium Association contracted SSI to read the existing Submetering System and to produce invoices based on each unit's consumption beginning in August of The initial meter-reading period was June 25, - July 25, 2014.Respecting the first complaint, Ms*** alleges that she was overcharged for waterShe was not Overcharged, but was charged for the exact value her meter registered, which was 4,gallonsThe Contractual responsibility of SSI is solely to read the meters and produce invoices based on the ConsumptionSubsequent technical evaluations or discoveries in no way affect the fidelity of the meter readings or the charges based on those readings.Regarding the second point, as part of a high usage discovery process, homeowners are always encouraged to have their water Consuming fixtures tested for issues prior to the dispatch of a technicianIn 95% percent of all high usage evaluations, the metering equipment is not found to be faultyThe most common cause of undiscovered water consumption is the household toiletSending a technician to inspect the meter incurs costs for the *** *** Condominium Association, and is not a reasonable request until it is determined that the toilets and other water consuming fixtures are functioning correctly.in the third Complaint, she states that SSI took one month to come out, and see that submetering equipment owned by SS was faultyAs stated above, SS does not own the submetering equipment, and had only just begun reading the meters when she moved into the CommunityThe meters are owned either by the homeowner or the Association as the condominium documents specifyIn the intervening month, SSI would have been communicating with the Condominium Management Company, to obtain permission to inspect and potentially install a replacement meterSSI would have expected remuneration from *** *** CondominiumsOnce permission was received, a technician would have been ScheduledAccording to the Customer Service notes, the meter was ultimately changed to ensure accuracy.With regard to her fourth issue, she states that she did not receive a refund for the prior months over paymentsAll water and sewer payments are ultimately remitted by SS to the Condominium Association for payment to the utility providerSSI does not retain or profit from the water/sewer paymentsAny request to SS for an account review and remittance of previously paid funds would ultimately have to be approved by the Association via its Management CompanyThis request could have been made at the time, and we would have initiated the request, That was two years ago, and she has only now made the request.In her fifth statement, she reports that she received proper billing for a few months and Setup automated paymentsTo ensure a proper enunciation of the events, the meter was changed by January of Therefore, there was a full months of proper billing before Ms*** experienced another issue.Regarding the sixth problem statement, she recently received an invoice, realized she had been charged for two months, and had incurred a tate feeFurthermore, she believes that the payment had been taken from her account the month beforeShe is correct that she received a bit that contained a prior balance from the previous monthHowever, payment was not taken from her account in the prior month, which is why a prior balance appeared on her subsequent invoiceWith research, discovered that an error occurred when uploading the value to be drafted, which prevented the ACH from occurringI am very sorry that this happened, and have removed the late fee.Her final complaint was that she called SS, but could not connectThe telephone number for SS is printed on the invoiceThe local number is ###-###-####SSI is open from 8:AM to 5:PM Monday through Saturday, and Customer Service Representatives are availableSSE has an extensive telephone system, and I cannot imagine why Ms*** could not reach us.Finally, in the "Desired Outcome" section, she requests an adjustment to her account for the months prior to the meter changeShe also requests that her automated payments be stopped until the credit is depleted.In response, although she did not ask for it, I have credited her late feeI cannot give her a credit for the months prior to the meter changeAs stated previously, the contractual responsibility of SS is only to read the meters, produce charges based on the meter readings, and to remit all funds to the Condominium AssociationAny credits must be approved by the AssociationI can submit the usage before and after the meter change to her Property Management Company, and ask if they will approve a creditI will do so later todayI am happy to remove the automated ACH, but Ms*** must realize that until the Property Management Company approves the credit, none will be appliedAdditionally, she does owe for her last two invoicesNon-payment will incur additional late fees.trust this answers all the complaints, and gives a satisfactory resolution.Sincerely,Roger AR***Director of Operations###-###-#### [email protected]

Thank you for the above referenced complaintIn the "Statement of Problem", *** *** States that she received a high Water bill from Studebaker Submetering, Inc(SSI)That a leaky pipe was discovered and ultimately repairedHer subsequent usage did not reduce as expectedShe hired a plumber,
who recommended replacing the fill valves and flappers (toilet kit), which she personally undertookFollowing this, the water bill still did not drop to expected levelsShe states that she sent an assessment to the Water Company, and expected Someone to examine the equipment in her unitIn this expectation, she implies that the equipment is owned by SSIWhen this did not occur, she forwarded her concerns to the Home Owners Association (HOA).First, I would like to delineate the relationship between SSI and the *** Condominiums HOASS was contracted to read property water meters, and produce invoices based on each individual unit's ConsumptionSSI collects resident payments, and remits these back to the HOASSI is not responsible for plumbing issues (toilets, pipes, etc.)Likewise, SSI does not own, and is not responsible for the water meters, or the associated submetering equipmentThese are wholly owned by, and are the responsibility of the HOA or the homeowners, as specified in their Condominium Documents.Respecting the leaky pipes, toilet issues and other plumbing related problems, SSI is not a plumbing Contractor and cannot assist with these matters.Respecting the expectation that SSI would send a technician, as mentioned above, SSI does not own the metering equipment, and only dispatches technicians when requested by the HOASuch a request does incur a charge of $per hour, plus the cost of materialNo such request has been made.Respecting the usage Concerns, the leakage issues mentioned certainly could have caused high usageunderstand *** ***'s Concerns with respect to seeing reduced usage after the repairs Were madeAS stated above, SSI does not own, and is not responsible for the metersAdditionally, the HOA has not requested a technicianOur Contractual obligations are only to read the meters, produce invoices, Collect payments, and remit these back to the HOANevertheless, spoke With *** *** today, and I have agreed to inspect her meterFollowing the meter inspection, I will make recommendations to the HOA based on my findings.I trust this resolves any issues related to Studebaker Submetering, Inc.Sincerely,Roger *R*** Studebaker Submetering, Inc

May 8,
*** *** Revdex.com
Re: ID ***, *** ***
Dear ***:
Thank you for forwarding *** ***’s concernIn reading her complaint, she has several valid pointsI did personally speak with her in April, and promised to dispatch a technician on a
Saturday to assist herAt the time, I had one qualified technician that could be dispatched on Saturdays, and he had some unforeseen circumstances that temporarily removed him from the scheduleOf course, none of that is her fault, and I should have had better follow up
At this point, all I can do is apologize, and make every effort to rectify the issueI am making my Director of Technical Services available for a Saturday visitI have already called and e-mailed in an attempt to coordinate this with herI am also going to authorize the replacement of the equipment in her unit, at no costFollowing that, we will monitor her usage and adjust existing charges according to what is seen
To *** ***, I am truly sorry for the issues, and the frustrations you facedI would have felt the same wayI trust my subsequent actions will alleviate those frustrations
Sincerely,
*** ** ***
Director of Operations
STUDEBAKER SUBMETERING
Direct: ###-###-####
Office: ###-###-####
Fax: ###-###-####
E-mail: ***

I did find that *** *** was overcharged due to faulty meter reading equipment attached to her meter. I have calculated the credit, and transmitted the same to her Property Management. I called *** *** twice, and left messages, but have not received a response. As stated in my initial response,, Studebaker Submetering, Inccannot grant the credit. All utility money collected is remitted to her Association. I am waiting on a response from her Property Management. If permission is received, I will apply the credit, and waive all late fees.*** ***

May 8, 2014
Dear **. [redacted]:Thank you for forwarding **. [redacted]'s concern. His complaint is in relation to HVAC charges that are assessed monthly. Consequently, seven questions are asked, and three requests under "Desired Outcome." In response, I will explain the methodology for...

deriving specific unit HVAC charges, answer each of the seven questions, and respond to the three requests.A. Method for distributing HVAC charges.[redacted] uses a boiler chiller system to create and distribute heating and cooling to all apartment units. Average temperature billing distributes the costs for heating and cooling the building's apartment units using the difference in temperature between each apartment and the average temperature outside. Here is the methodology.1.    The Charge to be distributed. The charge to be distributed is calculated by measuring all the electric, water, gas and any other utility used to create the heating and cooling supplied to all units. The electric, gas and water supplies for the boiler and chiller (HVAC system) are metered. Readings are taken each month and the rate per kilowatt hour, cubic foot, and gallon are applied to the measured consumption to create specific charges. All costs associated with the production of heating and cooling are then summed to create the total HVAC cost for supplying heating or cooling to the apartment units in a given month.2.    Distribution of charges. The cost is distributed by measuring the average temperature in each unit daily, and comparing it to the average temperature outside. Each day, a reading is taken of the average temperature in each unit, as well as the average temperature outside. The difference between the outside and inside temperature is calculated per unit, per day. These differences are summed for the month, and each unit's difference is converted to a percentage of the whole. The specific unit percentage is applied to the charge to be distributed, which creates specific unit charges. A unit with a larger differential (representing a larger difference from the outside air temperature) will have a higher charge. A unit with a lower differential will have a lower charge. Using this method the charges for heating and cooling are fairly distributed using the actual average temperature measurements from each unit taken daily.The following is a simplified example of the calculations based on a single day.Average Outside Temperature:        35        Unit:    Average  Temperature:    Temperature  Differential:    % of Whole:    Charge:**1    65    30    0.144928    $28.99**2    72    37    0.178744    $35.75**3    68    33    0.159420    $31.88**4    70    35    0.169082    $33.82**5    73    38    0.183575    $36.71**6    69    34    0.164251    $32.85Total of all Differentials:        207        Amount to Distribute:        $200.00        Finally, it should be clearly understood that Studebaker Submetering, Inc. ("SSI") does not mark up costs, retain or profit from the HVAC billing. SSI invoices the properties costs for the Management Company, and remits all funds to them. The Management Company uses those funds to remit payment to the actual utility providers. SSI is compensated for its services by a billing or administrative fee that is a separate line item on each invoice.Answers to **. [redacted]'s seven questions:1.    Firstly, why was the HVAC cost so much higher this month for my apartment?As disclosed in the explanation above, the cost to be distributed is derived from the actual costs for providing heating and cooling. Although this was invoiced in April, The time period invoiced was inclusive of heating costs incurred in January. It was an extremely cold winter, and the costs associated with building heat were profound.2.    The HVAC cost is 4 times higher this month and compared to last and for both we have used ZERO heat. I know the algorithm your company uses accounts for HVAC costs based on number of tenants as well as apartment temperature.As explained above, the algorithm used to provide heat does not take into consideration the number of tenants, but is solely based on average temperature. The reason for the increased costs has already been answered.3.    Is there any correction in the algorithm for outdoor temperature? Whenever the building is on heating mode we have our radiators turned off and utilize ZERO heat all winter.As described, the outside air temperature is measured daily, and used as the bases for the differential comparison. Although I cannot validate **. [redacted]'s statement that he did not utilize the heating elements in his unit, I do understand his concern. However, heat is being provided to his unit via the heated corridors and heat usage in other units throughout the building.
4.    This month the temperature outside was significantly warmer. Without a correction for outdoor temperature we are scammed into paying for using "heat" when the ambient temperature is increased.Our billing is in arrears. The time period in question was during the coldest portion of the winter. Moreover, it proved to be one of the coldest on record compared to the same timeframe of prior years.5.    The fact that my landlord ([redacted] Management INC - Property [redacted] at [redacted] VA [redacted]) drags their feet every year turning on the air conditioning should not result in an effective finical penalty to me for increased apartment temperature every spring.SSI cannot answer for [redacted] Management.6.    Charging consumers for this heat is fraudulent and is charging for increases in temperature secondary only to those occurring outside of the apartment and outside of the control of the tenant. Under the current billing model I could place a separate AC unit in my apartment and pay less by cooling my own apartment which is ridiculous.Distributing heating and cooling costs to residents, separate from rent, is a common practice, and complies with all federal, state and local guidelines.7.    My landlord has informed me that any questions I have regarding utility charges will be addressed by you. I need the exact details on the equation that your company uses to calculate my personal utility costs and how exactly this month it resulted in a bill that was 4 times the previous month.I will answer this in the requests because it is asked a second time.Requests:1.    I would like Studebaker sub metering to correct the algorithm that is used to calculate HVAC costs to reflect current ambient temperatures (i.e. is it is warm outside while the building heat is on everyone in the building will have open windows but none will be using "heat") Charging consumers for this heat is fraudulent and is charging for increases in temperature secondary only to those occurring outside of the apartment and outside of the control of the tenant. Under the current billing model I could place a separate AC unit in my apartment and pay less by cooling my own apartment which is ridiculous.All the questions raised in this statement have been answered above.
2.    I would like to be provided with exact details on the equation that your company uses to calculate my personal utility costs and how exactly this month it resulted in a bill that was 4 times the previous month and not a verbose response about how "use varies month to month and is calculated using number of tenants etc" (i.e. I would like to know what the temperature readings in my apartment were over the last month and would like all of the data what was used to calculate this month's HVAC bill)The method and mathematics for billing have been described above. Additionally, it has been stated that the number of occupants is not used to distribute HVAC charges. The average temperature measured in **. [redacted]'s unit was 75.88 degrees in the month in question, and was displayed on his invoice.3.    I should not have to pay this fraudulent amount on my bill since I have used ZERO heat and am being charged simply for my apartment heating up due to it being warm outside.**. [redacted] shared the heat draw for the entire building and, as a resident, is responsible for his share of the charges. As stated formerly, SSI invoices on behalf of **. [redacted]'s property, and does not have authority to grant credits. However, the property did authorize a $50.00 credit, which was applied to his account.I trust this adequately answers all questions. Please feel free to contact me with any additional inquirey.Sincerely,

[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.]
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. 
In addition, thank you for the further detail as it pertains to the analytical water usage; I was not aware of the July 9th specifics whereby usage seemed higher and this is enlightening, although not sure why as I trust every other day was 'uniform'.
It seems like the issue has been resolved and appreciate all efforts.
Regards,
[redacted]

Revdex.com 1411 K. Street NW Washington, DC 20005 Re:  Complaint [redacted], [redacted]
  To Whom It May Concern: Thank you for the above referenced complaint.  In that complaint, [redacted] alleges a variety of things.  These would include:...

·         Studebaker Submetering, Inc. (SSI) overcharges her every few months. ·         In the disputed billing her usage doubled. ·         SSI was slow in correcting the issue, and Roger Ross said he would correct the issue, but did not. ·         SSI uses unfair and deceptive trade practices to take money from individuals that do not review their invoice. In response, let me begin by explaining the relationship between SSI and [redacted].  [redacted] is a resident at [redacted] Apartments in Chapel Hill, North Carolina.  SSI provides meter reading and billing services to her apartment community.  SSI is compensated via a $3.75 per invoice billing fee monthly.  All other monies (utility payments) are remitted back to the apartment community monthly.  The utility money is used to pay the local water/ sewer provider for water consumed by the community.  SSI does not mark up, or keep any utility income.  The following are answers to the questions posed above.  1.       SSI overcharges [redacted] every few months - There have been two incidents of an overcharge, inclusive of the current dispute.  Both overcharges were corrected.  2.       The usage doubled in the time period in question - [redacted] is correct, and that was why I told her I would personally review the issue.  It should be noted, however, that the disputed amount was less than fifteen dollars.    3.       SSI was slow in correcting the issue, and Roger R[redacted] said he would correct the issue, but did not – After a discussion with the actual individual that produces invoices for the property, he explained that he had found an issue with her invoice.  He was correcting it by lowering the subsequent charge in the following month.  It did take time to bring this correction (one month), because the next invoicing had to be completed.  I spoke with [redacted] on Thursday, November 30th, but was unable to demonstrate the correction because the subsequent invoices had not been approved by the Apartment Community staff, and had not been posted.  This was completed on Friday, December 1st.  However, I was out of the office attending to a personal/ family matter.  I did speak with [redacted], on Monday, December 4th, and she accepted the resolution.  Unfortunately, she filed this complaint on Sunday, December 3rd.  These facts notwithstanding, I did apologize to her, and would have liked a timelier resolution.   4.       SSI uses unfair and deceptive trade practices to take money from individuals that do not review their invoice – unfair and deceptive practices would imply that SSI could profit from utility overcharges.  As has already been explained, SSI does not retain any utility income.  Additionally, the billing for this community is completed using procedures regulated by the State of North Carolina, and there is no variation from those practices.   In conclusion, SSI has no financial incentive to overcharge [redacted], and would not profit thereby.  The individual producing the invoices simply made a mistake.  In this case, that error resulted in an overcharge of less than fifteen dollars, which has been corrected.  I do wish I would have corrected this in a timelier way, and for that I have already apologized.  Finally, the day after [redacted] filed this complaint, I spoke with her and gave a final resolution that she accepted.  Thank you for your consideration of this matter.Sincerely, Roger ** R[redacted] Director of Operations Studebaker Submetering, Inc.

April 10, 2014 **. [redacted]
Revdex.com
Metro Washington DC & Eastern Pennsylvania
Re: [redacted]
Studebaker Account [redacted] , MD [redacted] Dear **. [redacted]:
Thank you for the communication regarding **. [redacted]. In his complaint...

he states that he does not use heat, and was not charged for gas in the past as a result. In January, he began receiving a gas charge. He appears to have checked his gas meter for movement. Not seeing any, he called Studebaker Submetering, Inc. (“SSI”), and was given an unsatisfactory answer from the Customer Service Representative. Thereupon, he complained to the on-site Property Manager.
I reviewed his account, and found that preceding any of the issues described, I personally spoke with him about his gas usage. He explained his unique circumstances, and I agreed that his meter needed to be examined. I then committed to charging him $5.00 per month for gas, until an evaluation and repair had been completed. Additionally, I placed notes indicating this arrangement in his account, and in the billing records.
While it does appear that a technician changed the battery in his meter/ transmitter, I believe an additional test should have been completed. Additionally, when he called SSI in March and spoke with a representative, they should have taken different actions given the notes that were in his account. Therefore, I am crediting his account the disputed amount, and authorizing an additional visit to his unit to test the meter thoroughly.
I have tried to call **. [redacted] several times at the number given without success. I will e-mail him this resolution as well.
I trust this fully satisfies this complaint.
Sincerely, [redacted]
Director of Operations
STUDEBAKER SUBMETERING

To Whom It May Concern:   I received the complaint of [redacted] dated August 26, 2016.  In the complaint, he states that he received a bill for July that was out of line with his historic usage.  He states that the Management for his Apartment community had contacted Studebaker...

Submetering, Inc. (SSI) in order to resolve the issue, and they had not received a reply.  He also states that the usage was an error, and his unit had been checked for leaks.  As a resolution, he would like his July bill to be adjusted, and wants to ensure the meter issue is resolved.    Regarding usage, Mr. [redacted] did receive a bill for July water consumption that was higher than normal.  It was for 3,340 gallons of consumption.  In the prior month, he consumed 1,370 gallons. However, the consumption was not an error.  His unit has a water meter that is read monthly.  The water meter did record 3,340 gallons of usage.  I examined the usage log, and it does appear that the majority of the usage occurred on Saturday, July 9th.  SSI cannot know why the meter registered this consumption.  Our contractual obligation is to read the water meters and invoice for the consumption registered.    Likewise, SSI cannot arbitrarily adjust the value of resident billings.  Because we invoice on behalf of the Property Management, and all income is theirs, any adjustment must be approved by the Property Management.   Respecting the Apartment Management communicating with SSI, the Customer Service records indicate Mr. [redacted] called and stated that his Property Management was inspecting his unit for leaks on August 9th.  On August 26th, we received an e-mail from the property staff requesting that an adjustment be made to his account.  The account received an adjustment on that day for $26.47.  There is currently a credit on Mr. [redacted]’s account.   I examined the daily meter readings from his meter, and the issue has not reoccurred.  He has, therefore, received the requested credit, and his meter appears to be working properly.    I trust this resolves the complaint.

[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.]
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]As stated, new meters were installed after I paid an independent plumber to install a backflow valve.The response from the company once Revdex.com was invovled was rapid, courteous and helpful.It will take some time to determine if this new meter and valve have resolved the problem.I am appreciative of the response and courteous nature that I have received from the company

December 5, 2014
Dear [redacted]:Thank you for forwarding [redacted]'s concern, received on November 26, 2014. In his complaint, he states that he purchased his condominium, located at [redacted], in [redacted], VA [redacted] towards the end of March, 2014. He states that he...

did not receive invoices for six months, and was subsequently charged for part of February and March, 2014. According to his statement, he did not pay the charges from February and March, and received late fees. Consequently, he would like both late fees removed, as well as the charges from February and March. The response of Studebaker Submetering, Inc (SSI) is as follows.[redacted]'s condominium is part of the [redacted] at [redacted] Condominium Association. SSI is contracted by the Association through its Management Company to read each unit's water meter, and invoice unit owners for their specific consumption. The Management Company is [redacted] Management. SSI establishes a resident account when notification of a purchase is received from the Management Company. In some cases, this does not occur at the time of purchase. When notification is received, a meter reading is obtained for the date of purchase, and back charges calculated.
Regarding [redacted]'s account, SSI received notification from [redacted] in September of 2014. According to the Management Company, [redacted] purchased his unit on February 14, 2014. As detailed above, back charges were calculated and an invoice mailed.
Respecting the late fees, they were applied because payment was not rendered by the due date, which is clearly delineated on the invoice. According to the customer service records, [redacted] has not called our company to dispute his charges. Had he done so, an accommodation might have been made. However, he chose to simply underpay without communication. Therefore, late fees were applied.
After receiving his complaint, I called the management staff for his Association to verify the date of purchase. They stated that his listed date of purchase is February 14, 2014. If [redacted] will forward a copy of his closing statement showing a settlement date other than February 14, 2014, I will be glad to credit his account, and remove the late fees once his Association's Management Company has accepted the documentation.
Thank you for your consideration of this matter. If I may be of any further assistance, please do not hesitate to contact me.
Sincerely,
Roger R. 
Director of Operations

Response is attached. This is the text only.
________________________________________________
April 10, 2014 **. [redacted]
Revdex.com
Metro Washington DC & Eastern Pennsylvania
Re: [redacted]
Studebaker Account [redacted], VA [redacted]...

Dear **. [redacted]:
Thank you for the communication regarding **. [redacted]. In her complaint she states that Studebaker Submetering, Inc (“SSI”) has failed to provide accurate invoices regarding her rental apartment. Furthermore, she alleges that charges appear without explanation and are double billed. Finally she asserts that the invoices are not mailed in a timely way. I will address each allegation in the paragraphs below.
1. SSI has failed to provide accurate invoices regarding her rental apartment.
Unfortunately, **. [redacted] does not give an example with a discrepancy that I can review. Therefore, I will address this allegation by discussing the service we provide, and disclosing a statement of account with several months of history for review.
Regarding the scope of services provided, SSI has been retained by Ross Management to calculate electric charges for each apartment unit, and to print rental and other property related charges and credits on one invoice. The intent is for the resident to receive an invoice that is inclusive of all charges and credits for a one month period. Additionally, the resident is directed to pay all charges to the Property Management Company directly, and not to SSI. Of the charges listed, only the electric charge originates with SSI. All rental, and other charges and credits originate with and are received from the apartment management company. SSI does not create, verify or render explanation for any of the other charges. We simply apply them to the invoice so that the consumer has unified statement of all charges and credits. Here is a listing of the charges that originated with SSI:
[redacted] (Account: [redacted])
Date Description Quantity Billed
Sep 23, 2013 Electric-1BR 683.19 KWH $35.00
Oct 24, 2013 Electric-1BR 528.63 KWH $35.00
Nov 25, 2013 Electric-1BR 394.44 KWH $35.00
Dec 27, 2013 Electric-1BR 347.06 KWH $33.41
Jan 22, 2014 Electric-1BR 353.80 KWH $31.74
Feb 28, 2014 Electric-1BR 328.80 KWH $30.67

If **. [redacted] has a question with regard to any of these charges, we would be happy to explain their derivation. They are, however, very reasonable and without discrepancy.
The information below discloses all charges that have appeared on her invoices by date of generation. The items marked in bright yellow are the charges that originate with SSI. All other charges and credits originate with the apartment management company.
There are two instances where a charge is repeated in the subsequent month. I have marked these in a lighter yellow. The charges in question do not originate with SSI. They indicate that the prior month’s utility charge remained unpaid, and the property has passed them to us in the subsequent month for printing on the invoice. In essence, they are unpaid utility charges from the prior month.
[redacted] (Account: [redacted])
Date Description Quantity Billed Credit
Balance
Sep 23, 2013 Concessions (Oct) $56.00
Sep 23, 2013 Rent (Oct) $1,188.00
Sep 23, 2013 Water/Sewer $50.00
Reimbursement (Oct
Sep 23, 2013 Electric-1BR 683.19 KWH $35.00
Oct 23, 2013 Market Rent(Oct) $56.00
Oct 23, 2013 Concessions (Nov) $56.00
Oct 23, 2013 Rent (Nov) $1,188.00
Oct 23, 2013 Water/Sewer $50.00
Reimbursement (Nov
Oct 24, 2013 Electric-1BR 528.63 KWH $35.00
Nov 22, 2013 Market Rent(Nov) $21.00
Nov 22, 2013 Studebaker $35.00
fees-Electric(Nov)
Nov 22, 2013 Concessions (Dec) $56.00
Nov 22, 2013 Rent (Dec) $1,188.00
Nov 22, 2013 Water/Sewer $50.00
Reimbursement (Dec
Nov 25, 2013 Electric-1BR 394.44 KWH $35.00
Dec 27, 2013 Concessions (Jan) $56.00
Dec 27, 2013 Rent (Jan) $1,188.00
Dec 27, 2013 Water/Sewer $50.00
Reimbursement (Jan
Dec 27, 2013 Electric-1BR 347.06 KWH $33.41
Jan 22, 2014 Market Rent(Jan) $174.80
Jan 22, 2014 Concessions (Feb) $56.00
Jan 22, 2014 Rent (Feb) $1,188.00
Jan 22, 2014 Water/Sewer $50.00
Reimbursement (Feb
Jan 22, 2014 Electric-1BR 353.80 KWH $31.74
Feb 28, 2014 Market Rent(Feb) $143.06
Feb 28, 2014 Studebaker $31.74
fees-Electric(Feb)
Feb 28, 2014 Concessions (Mar) $56.00
Feb 28, 2014 Rent (Mar) $1,188.00
Feb 28, 2014 Water/Sewer $50.00
Reimbursement (Mar
Feb 28, 2014 Electric-1BR 328.80 KWH $30.67
Mar 25, 2014 Credit $4.33
Mar 25, 2014 Concessions (Apr) $56.00
Mar 25, 2014 Rent (Apr) $1,188.00
Mar 25, 2014 Water/Sewer $50.00
Reimbursement (Apr
Mar 25, 2014 Electric-1BR 308.77 KWH $28.16
2. Charges appear without explanation and are double billed.
As explained above, all charges and there descriptions are derived from the apartment community’s Management Company, and not from SSI. We simply print them on the invoice. Any complaint or inquiry should be directed to **. [redacted]’s property management office, as they can explain the charges.
Respecting the alleged double billing, it is possible that **. [redacted] did not understand that the second instance of a utility charge that was originally presented in the prior month is an indication that the utility bill from that month remained unpaid, and was in arrears. However, as previously noted, the second charge comes from the property management company, and not from SSI.
According to the SSI customer service records, **. [redacted] has not called to inquire about these charges. Any of our customer service representatives would have been happy to explain them.
3. Invoices are not mailed in a timely way.
SSI generates invoices when it receives the charges from the property management company. Any variation in the invoice production date is a result of fluctuation in the receipt thereof. SSI is not in control of or responsible for those fluctuations. Nevertheless, An examination of the invoice generation dates presented above indicates that the charges are generally received between the 22rd and 25th of each month.
In summary, SSI has not provided inaccurate invoices in that the charges do not originate with SSI, but rather the Property Management Company. Only the electric charges are derived from SSI, and these have been accurate. No charges were double billed. Rather, **. [redacted] had a prior charge appear on a subsequent invoice due to non-payment. Finally, invoices generation dates are determined by the Property Management Company, and not SSI. SSI generates invoices as soon as charges are received.
I trust this explains all the issues. As stated above, there is no record of **. [redacted] contacting the SSI Customer Service Department prior to lodging this complaint. We would be happy to assist with these questions, and I encourage her to contact us at [redacted] if she has any additional questions.
Sincerely, [redacted]
Director of Operations
STUDEBAKER SUBMETERING

[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.]
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.  Mr. R[redacted] did call me twice last week. I was in training classes at my place of employment so I was unable to contact him back until the afternoon of Friday 04/21. He did tell me that he could see that I had overpaid by $600 and something is the exact words used. He told me that he attempted to contact the HOA office and that he would contact me again this week with an update as to how the credit will be applied and when my bill should be updated.
Regards,
[redacted]