Studebaker Submetering Inc.

To Whom It May Concern:
Studebaker
Submetering, Incis utility billing company contracted
by [redacted] Apartments to read unit meters and invoice resident
consumption. The utility meters are read
remotely using radio frequency technology
I received a complaint from Buster Martin, who is a
resident at [redacted], which states that the consumption listed on the
invoice is inaccurate. The proposed
resolution is to send a technician to physically read the meter, ensure the
meter readings have been accurate, and provide an adjustment if warranted.
In response, I contacted the complainant on March 16th,
and agreed to send a technician. Unfortunately,
the resident is moving from [redacted] in one week. My technicians are scheduled more than a week
in advance. Therefore, I will not be
able to accommodate the request in the time remaining. I reviewed the amount owed and agreed to cover
the expense as an accommodation. I
discussed this with complainant, who agreed with the resolution. I trust this resolves the issue.Sincerely.Roger *R[redacted]Director of Operations

I spoke with [redacted] on August 11th.  I addressed his concerns regarding billing practices, and explained that the building (Park Potomac) has backflow issues that cause some meters to register increased usage. The solution is the installation of a check valve that will prevent water from...

moving backwards and forwards through the water meter.  I offered to change his meter at no cost if he would arrange to have a check valve installed.  He has a plumber scheduled to install the check valve on Monday, August 29th.  We are scheduled to replace the water meter on Wednesday, August 31st.  He stated that this would resolve the complaint. Tell us why here...

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 will work with them directly to fix this issue. 
Regards,
[redacted]

June 3, 2014Dear [redacted]:Thank you for forwarding [redacted]s concern. His complaint is in relation to HVAC charges that are assessed monthly. His complaint and subsequent desired outcome contains several assertions and requests. In summary, they are:1. Studebaker...

Submetering, Inc (SSI) Invoices for HVAC using meters that measure the averagetemperature in the unit as well as the average outside air temperature.2. In February, his average temperature was 71.6 degrees resulting in a charge of $74.78. [redacted] feels that the average air temperature was too high, and compares his average temperature and invoice to that of his neighbors. Furthermore, he states that his thermostat was set much lower than what the average temperature indicates.3. He states that a lower temperature would have resulted in a much lower invoice.It is alleged that SSI is a dishonest company that that attempt to extract unduly large heating bills by misrepresenting the average temperature.5. He states that he received inadequate responses from the SSI Customer Service Department.A request is made for a refund of any transaction fees involved in paying the invoice in two parts.7. He requests that SSI fix the average temperature meter.I will address each item below. However, initially, I will explain the average temperature billing method so that it is clearly understood.A. Method for distributing HVAC charges.Potomac Towers 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 buildings 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 utilities 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 units 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: 35Average Temperature of Unit: Temperature: Differential: Whole: Charge: 101 65 30 0.144928 28.99 102 72 37 .178744 35.75 103 68 33 .159420 31.88 104 70 35 .169082 33.82 105 73 38 .183575 36,71 106 69 34 .164251 32.85Total of all Differentials: 207Amount to Distribute: 200.00Finally, 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.B. Answers to [redacted] questionsrequests. I will answer each statement in italics.1. Studebaker Submetering, Inc (SSI) Invoices for HVAC using meters that measure the average temperature in the unit as well as the average outside air temperature.The exact method has been described above.2. In February, his average temperature was 71.6 degrees resulting in a charge of 74.78. [redacted] feels that the average air temperature was too high, and compares his average temperature and invoice to that of his neighbors. Furthermore, he states that his thermostat was set much lower than what the average temperature indicates.[redacted] is correct that the measured average temperature of 71.67 resulted in the charge of 74.78. With respect to his neighbors, privacy rights prevent a discussion of their accounts. This response will be limited to his specific account. His neighbors are welcome to contact SSI to discuss any issues they may have.I examined [redacted]s meter and by appearance it is functioning correctly. It should be noted that the transmitter that measures his units electric consumption, which he indicates is accurate, also measures the average temperature. Notwithstanding this fact, the average air temperature is only determined in part by his thermostat setting in his unit. The internal building temperature is in large part determined by the aggregate heating of all the residential units. Therefore, if the neighbors heat their unit to a higher temperature, the entire floor will benefit from that heat. Additionally, cooking, lights, electronics and many other items contribute to the temperature within a home.Finally, the temperature noted is the average. There would be time periods where it was cooler, and others where it was warmer. The 71.6 degrees is the average, and there is no indication that this measurement is inaccurate.3. He states that a lower temperature would have resulted in a much lower invoice.As noted in [redacted]s complaint, it was exceptionally cold in that month. While a lower temperature would have resulted in a lower invoice, the primary reason for the higher charge was the higher cost of providing heat. The property experienced dramatically higher costs for providing heat because it was so cold. These costs are what determine the amount to be distributed to the residents using the average temperature. A measurement of a few degrees less would have only resulted in a Slightly lower bill. It would not, however, have resulted in a reduction of the actual costs for providing building heat, which is what caused the increased charge.4. It is alleged that SSI is a dishonest company that that attempts to extract unduly large heating bills by misrepresenting the average temperature.SSI does not retain or profit from any of the utility charges assessed to residents. All utility monies are remitted to property management. Revenue for SSI is derived from the administrative fee clearly denoted on the invoice and is a fixed fee that does not fluctuate. Increasing or decreasing charges does not add to or detract from SSI revenue. The increased charge was solely a result of increased costs for providing residential heat.5. He states that he received inadequate responses from the SSI Customer Service Department.I examined the Customer Service records. There was a notation regarding a misapplied payment that had been corrected, but nothing more. Nevertheless, if the Customer Service Department did not adequately answer questions, I apologize. It should be noted, however, that the charges are derived from and ultimately owed to the property. SSI customer Service cannot issue credits without the permission of property ?anagement.6. A request is made for a refund of any transaction fees involved in paying the invoice in twoparts.As stated above, the charge was assessed on behalf of the property management for Potomac Towers Apartments, and with their express knowledge and permission. SSI cannot issue credits without their permission. It should be noted that they already applied a $50.00 credit on May .7. He requests that SSI fix the average temperature meter.By appearance, his meter is working well. However, I would be glad to have a technician examine his meter if he will contact me at [redacted].I trust this adequately answers all questions. Please feel free to contact me with any additional inquiry.Sincerely,

May 6, 2016 [redacted] Revdex.com Re:  Revdex.com Complaint [redacted] Dear [redacted]: Thank you for the above referenced complaint.  [redacted] is a resident at [redacted] Condominiums.  In the Statement of Problem, [redacted] alleges that there...

have been multiple billing inaccuracies, the meter has been replaced three times, leak evaluations have been done, and there is a recommendation for the installation of a check valve.   I will address each allegation below. As a precursor to the response, it is critical to understand the relationship of Studebaker Submetering, Inc. (SSI) to [redacted] Condominiums.  SSI was contracted to read water meters, and generate invoices based on the consumption registered by those meters.  SSI did not install the submetering system, and is only responsible for billing the consumption registered by the meters.  Plumbing issues are the responsibility of the homeowner or the Association as dictated by their governing condominium documents. Respecting the technology, a meter is installed in each unit.   The meter uses a pulse output device, which is an electronic switch that opens and closes with every ten gallons (or one gallon in some cases) of consumption.  The switch is attached to a radio frequency transmitter that counts the number of closes, thereby keeping track of the consumption.  This information is transmitted to a data collector from where it may be accessed. Regarding billing inaccuracies, there has been none.  SSI faithfully invoiced the consumption registered by the meter/ transmitter in [redacted]’s unit.  However, a plumbing issue is causing the meter to register consumption inaccurately. With respect to the plumbing issue, long ago our technicians discovered that there was a backflow problem affecting units within the building.  This causes water to flow in and out of certain units.  Consequently, it makes the meter run forward, and then backwards.  The switch within the meter registers all consumption, irrespective of whether water is flowing in or out of the residence.  SSI communicated this to the property staff on several occasions, and explained that backflow preventers (check valves) had to be installed after the unit shut off valve, and before the meter.  A check valve allows water to run in one direction only, and would eliminate the issue entirely.  Having given that recommendation, the meter was changed to an internal piston meter with the hope that it would mitigate the effect.  Additionally, the technician explained that the piston meter may not solve the issue, and stated that the only certain method would be to install the check valve. I spoke with [redacted], and he understands and is willing to have a check valve installed. In summary, SSI did not install the submetering system.  Likewise, we are not responsible for plumbing issues endemic to the building.  SSI identified the issue affecting [redacted]’s unit, and gave the steps necessary for correction.  In his complaint, he also mentions that the property staff has approached him with this information.  I spoke with him, and he has agreed to install a check valve. I trust this resolves the complaint.

Like pimps, they produce nothing and contribute nothing, but do take their cut. They failed to send me bill, blamed me, then charged a $5 because of my being late to pay a bill I had never received. It was easy to absorb this petty theft than fight it. To some degree their "efficiency" will depend on the promptness of your landlord. Keep in mind, they area a service to your landlord, not to you. If you can avoid them, do. Are they the worst? No. Are they competent and responsive? No especially. Be prepared for a minor aggravation after you move out.

Review: While I lived at [redacted], #[redacted], [redacted], VA [redacted], I used Studebaker Submetering for my electric/heat and paid my bills regularly. I sold my condo on March 28, 2013, paid my final bill and called my vendors to let them know that I was no longer living there. Studebaker stated that they couldn't take this information and that they'd get it from my management company. I have been getting regular letters from Studebaker, alleging uncollected payments and penalties now in the amount of 85.45 for my account. I do not want this to affect my credit score. I have spoken to first someone whose name I did not get, then "[redacted]" and now "[redacted]" and I continue to get letters. They apparently have my move out date as April 26, 2013, which is incorrect. I have offered to show them the documents proving my earlier moveout date but have been rebuffed. This is not my bill due to pay and despite my efforts to correct the problem, I am getting harassing letters and I'm worried about a negative report on my credit.Desired Settlement: I'd like them to assess the bill against the current tenant, or whomever it should be, but it's clearly not me. I'd like them to stop sending me letters and end this hassle. Thank you.

Business

Response:

[redacted]4:02 PM (0 minutes ago)to me**. [redacted]: I called and left you a message. I have been trying to file a response to the above referenced complaint. However, when I go to the website and click on Respond to Complaint I get a grayed out response box. I have attached a screen shot for your convenience. Please call me on my cell phone at[redacted]. Here is the response I was going to make. Response-------------------------------- **. [redacted] filed his complaint on August 16, 2013. According to the notes on his account the Studebaker Submetering, Inc. (SSI) Customer Service Department had already contacted the Management Company for that community to verify the condominium sale. On the 16th, we received a record of the sale from the Management Company, applied a credit to his account and contacted him. He agreed with the credit amount, and paid the remaining balance. His account is paid in full. No report was filed with a credit reporting agency, and it appears that all issues have been successfully resolved.------------------------------------------- Here is the screen shot--------------- ------------------------ Thanks, [redacted]. [redacted]Director of OperationsSTUDEBAKER SUBMETERINGDirect: [redacted]Office: [redacted]Fax: [redacted]E-mail: [redacted]Web: [redacted] From: [email protected] [mailto:[email protected]]

Sent: Wednesday, August 28, 2013 5:12 AM

To: [redacted]

Subject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]. You have a new message waiting for you from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to consumer complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message.

Click Here to see the complaint

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This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####.

Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Phone:###-###-#### Fax: ###-###-#### Email: [email protected] Web: www.myRevdex.com.orgClick here to Reply or Forward

Review: I been living here about 3 years, and I never use the heat at home, so the last 2years they didn't charge me for the gas, and if you look to the meter reading shows the same number for all periods, and in January they start to charge me for gas I didn't use, so I call the company and they fix the belling, they pretending that the meter doesn't work so they send one guy to change the battery, after two months the billing still show the same reading meter, till this month they put a meter reading that I never use, so I called them and they told me that you proprety management ask as to charge you that, so I told them I ll call the Revdex.com and they dont care, I told them I am going to the court so property management told me we have a meeting with the company so till now no answer,

Business

Response:

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

Review: I purchased my Condo towards the end of March of this year. Studdebaker provides the sub-metering for water and sewage. It took them over 6 months to send my first statement which included charges for part of February and all of March, which was before I owned the property as well as a late fee. When I paid my bill minus the incorrect charges and late fee I was slapped with another late fee on my next statement since I didn't pay the whole amount due.Desired Settlement: Please remove the February and most of March charges as well as the two late fees from my account.

Business

Response:

December 5, 2014Dear [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

Review: For the past 1-1/2 years this company has failed to provide accurate invoices re my rental apartment. Charges appear on my statement without explanation, charges are double-billed, and invoices are not timely mailed.Desired Settlement: I would like them to be held accountable for their business methods, and would like an explanation of how they calculate amounts owed.

Business

Response:

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], [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], [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

Review: I live in a apartment complex. The apartment uses Studebaker Submetering for the water billing. When you first move in they charge a $15.00 onetime setup fee. Studebaker does not go to the apartment and check the meter nor do they input the information in a computer the apartment complex does all of this. They also charge a water/sewer admin fee of $3.00 a month. I can not personally send them a check to pay the water bill. I think they are over charging the customers.Desired Settlement: For the company to stop charging an outrages setup fee.

Business

Response:

[redacted]

Review: Studebaker Submetering has finally sent me their first bill, for my February 2014 utilities at Potomac Towers Apartments in Arlington, VA, and it is fraudulent. The bill consists of 4 parts: electric, water, HVAC, and administrative. The part that is dishonest is the HVAC charges. The in-apartment meters purport to measure the average temperature in the unit, from which the HVAC charge is derived by some formula (presumably involving outside temperature). Now, February was a cold month, so of course a lower average apartment temperature would result in a lower bill than would a higher average temperature. Studebaker's bill claims that the average temperature in my apt. was 71.6 degrees, on which basis they bill me $74.78 for HVAC. But I rarely used the heating and kept the apartment temperature somewhere in the 60's the entire month. At no time did the temperature even hit as high as 70 degrees, much less average 71.6. I set the temperature in the upper 60's when I was there and awake, set it down a few degrees at night, and set it much lower (in the 50's) when I was not there (approx. 10 hours a day). Because of my extreme frugality with the heating, and the resulting low average temperature, an honest bill would reflect that low temperature in the form of a correspondingly low bill for HVAC. By claiming that I kept the apartment MUCH warmer than I actually did, and reporting a completely false average temperature, Studebaker is fraudulently attempting to bill me for far too much money. My next-door neighbor, whose meter is 4 feet from mine (and separated by a wall) and who kept his apartment warmer than I did mine, was billed much less. Another neighbor reports that his bill, too, falsely claims an average temperature of 71.6 degrees, when his temperature, like mine, never even approached that figure the entire month. Clearly, Studebaker is a dishonest company which attempts to extract unduly large heating bills by fraudulently mis-representing the average temperature in apartments. I explained all this, clearly as day, via email to Studebaker's customer service department. They replied with a bizarrely and poorly-written note that did not address my issue in the slightest. In fact, it was written as if they had not read my explanation at all. I wrote back, explaining things in even more detail. But now, as the May 1 payment deadline is approaching, Studebaker has failed to even respond to my second attempt to resolve the issue.Desired Settlement: Studebaker needs to produce a new bill, one based on the correct (and much lower) average temperature. They need to retract the fraudulent bill they sent me. They must fix their dishonest practices and bill me--and every one of their customers--honestly in the future. They must refund me any transactions fees involved in my having to pay my bill in two parts (since I paid them the other 3 parts of the bill but withheld payment on the fraudulent HVAC charges). They must actually respond to consumer issues, and not just sent a canned response that does not address the matter at hand. If their meter is broken, they must fix it at MY convenience. For my trouble, they ought to issue me some sort of good-faith discount for February. They need to fix this problem with ALL their customers, not just me. If they can't do this, they ought to be out of business. I will report them to my apartment management, and use social media to alert others to Studebaker's dishonest practices.

Business

Response:

June 3, 2014Dear [redacted]:Thank you for forwarding [redacted]s concern. His complaint is in relation to HVAC charges that are assessed monthly. His complaint and subsequent desired outcome contains several assertions and requests. In summary, they are:1. Studebaker Submetering, Inc (SSI) Invoices for HVAC using meters that measure the averagetemperature in the unit as well as the average outside air temperature.2. In February, his average temperature was 71.6 degrees resulting in a charge of $74.78. [redacted] feels that the average air temperature was too high, and compares his average temperature and invoice to that of his neighbors. Furthermore, he states that his thermostat was set much lower than what the average temperature indicates.3. He states that a lower temperature would have resulted in a much lower invoice.It is alleged that SSI is a dishonest company that that attempt to extract unduly large heating bills by misrepresenting the average temperature.5. He states that he received inadequate responses from the SSI Customer Service Department.A request is made for a refund of any transaction fees involved in paying the invoice in two parts.7. He requests that SSI fix the average temperature meter.I will address each item below. However, initially, I will explain the average temperature billing method so that it is clearly understood.A. Method for distributing HVAC charges.Potomac Towers 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 buildings 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 utilities 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 units 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: 35Average Temperature of Unit: Temperature: Differential: Whole: Charge: 101 65 30 0.144928 28.99 102 72 37 .178744 35.75 103 68 33 .159420 31.88 104 70 35 .169082 33.82 105 73 38 .183575 36,71 106 69 34 .164251 32.85Total of all Differentials: 207Amount to Distribute: 200.00Finally, 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.B. Answers to [redacted] questionsrequests. I will answer each statement in italics.1. Studebaker Submetering, Inc (SSI) Invoices for HVAC using meters that measure the average temperature in the unit as well as the average outside air temperature.The exact method has been described above.2. In February, his average temperature was 71.6 degrees resulting in a charge of 74.78. [redacted] feels that the average air temperature was too high, and compares his average temperature and invoice to that of his neighbors. Furthermore, he states that his thermostat was set much lower than what the average temperature indicates.[redacted] is correct that the measured average temperature of 71.67 resulted in the charge of 74.78. With respect to his neighbors, privacy rights prevent a discussion of their accounts. This response will be limited to his specific account. His neighbors are welcome to contact SSI to discuss any issues they may have.I examined [redacted]s meter and by appearance it is functioning correctly. It should be noted that the transmitter that measures his units electric consumption, which he indicates is accurate, also measures the average temperature. Notwithstanding this fact, the average air temperature is only determined in part by his thermostat setting in his unit. The internal building temperature is in large part determined by the aggregate heating of all the residential units. Therefore, if the neighbors heat their unit to a higher temperature, the entire floor will benefit from that heat. Additionally, cooking, lights, electronics and many other items contribute to the temperature within a home.Finally, the temperature noted is the average. There would be time periods where it was cooler, and others where it was warmer. The 71.6 degrees is the average, and there is no indication that this measurement is inaccurate.3. He states that a lower temperature would have resulted in a much lower invoice.As noted in [redacted]s complaint, it was exceptionally cold in that month. While a lower temperature would have resulted in a lower invoice, the primary reason for the higher charge was the higher cost of providing heat. The property experienced dramatically higher costs for providing heat because it was so cold. These costs are what determine the amount to be distributed to the residents using the average temperature. A measurement of a few degrees less would have only resulted in a Slightly lower bill. It would not, however, have resulted in a reduction of the actual costs for providing building heat, which is what caused the increased charge.4. It is alleged that SSI is a dishonest company that that attempts to extract unduly large heating bills by misrepresenting the average temperature.SSI does not retain or profit from any of the utility charges assessed to residents. All utility monies are remitted to property management. Revenue for SSI is derived from the administrative fee clearly denoted on the invoice and is a fixed fee that does not fluctuate. Increasing or decreasing charges does not add to or detract from SSI revenue. The increased charge was solely a result of increased costs for providing residential heat.5. He states that he received inadequate responses from the SSI Customer Service Department.I examined the Customer Service records. There was a notation regarding a misapplied payment that had been corrected, but nothing more. Nevertheless, if the Customer Service Department did not adequately answer questions, I apologize. It should be noted, however, that the charges are derived from and ultimately owed to the property. SSI customer Service cannot issue credits without the permission of property ?anagement.6. A request is made for a refund of any transaction fees involved in paying the invoice in twoparts.As stated above, the charge was assessed on behalf of the property management for Potomac Towers Apartments, and with their express knowledge and permission. SSI cannot issue credits without their permission. It should be noted that they already applied a $50.00 credit on May .7. He requests that SSI fix the average temperature meter.By appearance, his meter is working well. However, I would be glad to have a technician examine his meter if he will contact me at [redacted].I trust this adequately answers all questions. Please feel free to contact me with any additional inquiry.Sincerely,

Review: To whom it may concern,

I have a number of questions and concerns regarding this month's utility bill. (Account #: [redacted], Invoice #: [redacted])

Firstly, why was the HVAC cost so much higher this month for my apartment (#[redacted] in [redacted])? The HVAC cost is 4 times higher this month and compared to last and for both we have used ZERO heat.

I know the the algorithm your company uses accounts for HVAC costs based on number of tenants as well as apartment temperature. 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. In fact it is often necessary to have our windows open to be comfortable in the apartment. 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. 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.

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.

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.

Sincerely,

[redacted]Desired Settlement: 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.

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)

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.

Business

Response:

May 8, 2014Dear **. [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,

Review: February 2014 I received a water bill for $422.13 (our water bill is monthly) knowing that this is extremely high for one month of water usage I called Studebaker Submetering. I spoke with a customer service representative named [redacted] who had informed me that for the past couple of months (since Sept-October) they have noticed that my water meter was not reporting usage correctly, and now that I have called they would put in a work order. I should notate that I never once received a phone call from Studebaker Submetering during the time (Sept-Jan) that there was an issue with our water meter and that they needed a technician to look at it. After a couple of e-mails to my account representative [redacted] (that went unanswered until I CC'd the HOA manager to my subdivision) she finally confirmed (short - no friendly remarks, not apologetic) that as this was the result to a faulty meter the amount due was a guesstimate and I would not be charged a late fee after I stated I would not pay a guesstimate to have to wait an extended period of time for a refund.

I had called once a week (after my phone call to report the high bill) to check on the progress before finally someone called me back to schedule. It took Studebaker Submetering 3 weeks from my call to them in February to schedule for a technician to come out to my property at 4 p.m. on March 27th. Each time I called I was told that they had lost a technician and a new technician was being trained. March 27th arrived and by 4 p.m. the technician had not arrived. Knowing that Studebaker Submetering closed at 5 pm, I called at 4:30 and spoke to a customer service representative who called the technician and stated "He knows that you have called and asked about his ETA, he will call you when he is on his way." I never received a phone call and the technician never came to my property. I called the following morning (3/28) to complain to the Director of Operations, [redacted], he was unavailable at the time and I had left a message. By 12 p.m. [redacted] had not called me back, so I called Studebaker Submetering again and was finally transferred to him. [redacted] stated that the "scheduling department was overzealous and should have never scheduled the technician to come out to the property on that day" (I need to notate that no phone call was made to me to change the error of scheduling), he went on to say that since I had to take off work to meet the technician and would have to take off work again that they would schedule someone to come out to the property on a Saturday to accomodate my schedule. He also stated that someone would be calling me the following week to schedule (March 31-April 4). By Friday, April 4th I had not heard back from the scheduling department, so I called again and asked to speak with [redacted] directly. [redacted] answered and did not remember the problem or that I had called and went on to state again that they had lost a technician (which I was told was in January?) and it has caused a lot of problems (even though I was told they had hired someone new). He then again promised that he would check on the work order and would call me back. I waited a week and a half from my conversation with [redacted] and still no phone call back. I called again to speak with [redacted] directly and was given his voicemail and as of today (4/25) he as not called me back. I called again this morning (4/25) not to speak to [redacted] but to call and see if a work order was even placed for my property and was told that they would need to take down my information and call me back. At this time I have not received a phone call.Desired Settlement: I would like for the water meter to be correctly installed at a prompt time. It has been 2 months since my first call to Studebaker Submetering and all the follow-up on this issue has been from me with zero results except a ton of excuses from S.S. I would like for this to be scheduled on Saturday as promised by S.S. as I do not have any additional leave from my work at this time. Not only that, I would like the bill to be corrected and not be penalized for not paying since February as they openly admitted that the amount due was a "guesstimate".

Business

Response:

May 8, 2014

[redacted] Revdex.com

Re: ID [redacted], [redacted]

Dear **. [redacted]:

Thank you for forwarding [redacted]’s concern. In reading her complaint, she has several valid points. I did personally speak with her in April, and promised to dispatch a technician on a Saturday to assist her. At 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 schedule. Of 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 issue. I am making my Director of Technical Services available for a Saturday visit. I have already called and e-mailed in an attempt to coordinate this with her. I am also going to authorize the replacement of the equipment in her unit, at no cost. Following that, we will monitor her usage and adjust existing charges according to what is seen.

To [redacted], I am truly sorry for the issues, and the frustrations you faced. I would have felt the same way. I trust my subsequent actions will alleviate those frustrations.

Sincerely,

Director of Operations

STUDEBAKER SUBMETERING

Direct: ###-###-####

Office: ###-###-####

Fax: ###-###-####

E-mail: [redacted]