TNT Construction Company

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matterWhen our invoices are mailed, residents have twenty-one (21) days in which to make full payment before a late fee is applied Each monthly resident statements include the due date as well as the amount due if not paid in full by this date We have reviewed the account and the $late fee was properly applied as the balance was not paid in full by the due date of July 31st Unfortunately we are unable to make any adjustments

Although your [redacted] Energy statement does show that you are now being billed for those days, unfortunately that change was made after TGM Bay Isle was already charged for electricity in your unit by [redacted] Energy We apologize for any inconvenience this matter may have caused, however, we are not able to remove the utility recovery charge.In order to better assist your question or concern, please contact our Customer Service Department at [redacted] from 8:00am-7:00pm CST, Monday through Friday

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ July 16, American Utility Management (AUM) received the complaint submitted by [redacted] We would like to take this opportunity to respond and provide details to help in your investigation AUM is a third party billing provider We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservationPart of this assistance includes billing their residents for utilities on a monthly basis When our invoices are mailed, residents typically have twenty-one (21) days in which to make full payment before a potential late payment charge is appliedThis information is clearly stated on each resident statementLate payment charges are only applied if a balance remains on the account after the indicated due dateThis may occur if the payment is not received and processed by the due date, or if the payment was a partial payment An option available is to manage his account onlineEvery statement lists our web address and that the account can be managed onlineThe online service allows access to account information, bill payment and to set up for e-statementsHe can view and print all of his statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction Another option available is to enroll in AUM's E-Statement ProgramIn order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident TabAfter logging in and re-entering his/her email address, the e-statement option would have to be selectedOnce registering for the program he/she would receive an email with a link to confirm the registrationE-statements would begin once the resident has confirmed his or her registrationIf after signing up for e-statements and no receiving them, AUM recommends checking his/her email spam folderAs certain email accounts consider the e-statement spam AUM currently has three bill payment options for our customer's conveniencePayments can be made online along with a convenience fee and the payment would post to the account on the day of the transactionThe online convenience fee is for each approved credit card transaction and is disclosed several times on the websiteEach user must check acknowledging that there is a fee and agrees to pay itIf Mr[redacted] feels that the online convenience fee is too high, he has the option to set up automatic paymentsWith his consent, payments can be automatically debited from his checking accountThe auto debit requires residents to complete an application, which can be done onlineAnother option is to mail payments to our lockbox via The United States Postal Service It appears that Mr[redacted] main concern is that the administrative fee is too high for someone managing an account using an alternative delivery methodThe inclusion of a monthly administrative fee is a customary way for service providers to maintain their operations and provide exceptional serviceAUM's monthly administrative fee supports every aspect of our services and is not limited to the printing and mailing of statements AUM does thank Mr [redacted] for his recommendation of changing the online convenience fee and administrative feeHowever, we will continue to charge a fee for any payment transaction made online and an administrative fee for every statement generated regardless of delivery method Sincerely, [redacted] Paralegal Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) "The inclusion of a monthly administrative fee is a customary way for service providers to maintain their operations and provide exceptional service." In order for this statement to be true, you must provide exceptional serviceAll customer accounts point to AUM having the lowest possible standards of customer serviceIt does not take much searching online to find the honest and scathing reviews of AUMI still have not found anyone with something positive to say about your "exceptional service"My personal experience aligns with the masses on this matter Final Business Response / [redacted] (4000, 9, 2015/08/06) */ We are sorry to hear that his experience is not satisfactoryAUM thanks Mr [redacted] for his recommendation, but we will continue to provide our services without a change in any billing policyAs previously stated, AUM is unable to grant Mr[redacted] refund request

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matterWe have revised the account and determined that according to our records, the Los Angeles Deptof Water and Power account was not transferred into the residents name until 2/17/ For all prior periods the property was charged for the utility while the tenant was residing in the apartment These charges are what are shown on the resident statementsWhen an LADWP invoice is charged to the property for a period which it should have been in the residents name, the charges are added on the next AUM statement as “Electric Recovery” This occurred on of the residents AUM statements Each one included instructions to establish the utility in the resident’s name As these charges are not generated by AUM, we are unable to explain why they might have been higher In previous calls to our customer service agents we attempted to explain these charges If Ms [redacted] had LADWP service in her name covering the dates during her tenancy prior to when service was placed in her name (5/17/through 2/17/16), she may forward a copy of the actual utility bill(s) for AUM to reviewIf the Revdex.com process allows, they may be attached to this complaint Her account will be reviewed and updated based on information receivedIt takes approximately 2-business days for the account to be updated from the date the information is received We hope the information listed above will assist with future payments

Complaint: [redacted] I am rejecting this response because: AUM says it has sent my December payment of $to [redacted] at Creve CoeurI have contacted the complex several times to try and retrieve it, and they say they never received the moneyI tried contacting AUM customer service to determine how, when, and to whom the money was sent, and have received contradictory answers (for example, shortly after the payment was supposedly sent, [redacted] staff told me they had not received it and had no relationship with AUMI then asked AUM if they could cancel the check, since it was not received, and credit the funds to my accountThey replied that it was sent electronically, so that was impossible; but later another employee said it had been mailed to Waterfront's address)I need AUM's cooperation in this matter, since I have proof that my payment was made to AUM, but no firsthand proof that [redacted] received it from the companyAUM sent its internal ledger showing the account history, but this was not helpful to [redacted] in showing that they received the paymentWas it sent electronically or by mail? To whom specifically was it sent (i.e., was it addressed to [redacted] , to [redacted] Apartment Management, or to the former management company Village Green)? When was it sent? Is there any confirmation that it has been received, and the check was cashed? If AUM could contact [redacted] directly to verify payment, that would be the most helpful; but if not, I need proof to show the company that they have money that is owed back to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2016/01/15) */ [redacted] Therefore, we will not be responding to you in regard to this matter [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nova Counter top confirmed in an email that they knew the supplies were going to arrive late but they chose not to inform me or confirm if I still wanted to order the counter top if they couldn't deliver it on time [redacted] [redacted]

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matterThe Electric Recovery charge is a charge assessed to the resident when the utility is not in their name as required by the leaseWhen this happens, the property pays to bill and not the resident In addition to the utility expense that should have been billed to resident, a Utility Recover Charge is also assessed for the lease violation It is a set fee regardless of the amount or the dates for the utility that is being recoveredA review of our records indicates that [redacted] has not returned the funds in question to the propertyAs explained in the past, if Ms [redacted] was correctly charged for the same period as the property, AUM would be able to make adjustments for these charges Unfortunately it would appear that this has not happenedWe apologize that this process appears to be complicated – it is not intended to be When [redacted] correct bills for the period in question they are required to provide documentation All that is necessary for an adjustment to be made is to provide this documentation Until such time, unfortunately all charges are appropriate and will remain

November 11, 2015American Utility Management (AUM) received the complaint submitted by [redacted] We would like to take this opportunity to respond and provide details to help in your investigationAUM is a third party billing provider We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation Part of this assistance includes billing their residents for utilities The notice on the statements indicating water and sewer charges will begin on the January statement is just that a notification The charges for water and sewer on the January statement will be based off the December bill period and not for the past few months AUM apologizes for any confusion or inconvenience this may have caused.Sincerely, [redacted] Paralegal

May 9, 2016American Utility Management (AUM) received the complaint submitted by [redacted] We would like to take this opportunity to respond and provide details to help in your investigationAUM is a third party billing provider We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation Part of this assistance includes billing their residents for utilities on a monthly basis.AUM currently has three main bill payment options for our customer’s convenience Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transactionIf a resident feels that the online convenience fee is too high, there is the option to set up automatic payments With consent, payments can be automatically debited from a checking account Another option is to mail payments to our lockbox via the United States Postal Service [redacted] is currently set up for auto-pay and according to the Recurring Automatic Payment Authorization Terms and Conditions (which is agreed to when signing up for auto-pay), the monthly AUM statement acts as the monthly notification of the automatic payment The statement dated March 10, with a due date of March 31, indicates Auto-Pay was activated stating Auto-Pay (Do not send payment You are currently set for Auto-Pay Service) Therefore even if any additional payment was made the auto-pay would still deduct the amount listed on the statement AUM is unable to waive the NSF fee as it was properly assessed.Sincerely, [redacted] Corporate Paralegal

We understand your frustration with this situation The paid amount was sent to your former property on Jan 10th Even though the payment was cashed, we will be crediting your account in the amount of $as a gesture of good will We hope that this resolves your situationAs always our AUM’s Customer Service Representatives are available to answer question about the billing and the residents account They can be reached by calling [redacted] , 8:00a.mto 7:00p.m(CST) Monday through Friday

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matter. AUM is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses... such as water, sewer and trash. The monthly statement simply reflects the resident’s portion of the overall bill for the property. We have been reviewing the billing at Tiger Plaza and discovered an error in the estimation of usage. We are working diligently to rectify the situation and issue credits to both accounts. We are also attempting to track down the cause of the statement display discrepancy between roommate statements.As always our AUM’s Customer Service Representatives are available to answer question about the billing and the residents account. They can be reached by calling 866-520-1245, 8:00a.m. to 7:00p.m. (CST) Monday through Friday. Tell us why here...

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
American Utility Management (AUM) received the complaint submitted by *** We would like to take this opportunity to respond and provide details to help in your investigation
AUM is a third party billing
providerWe are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservationPart of this assistance includes billing their residents for utilities
Since each apartment does not have an individual water meter, bills must be calculated on an allocation basisResidents' monthly charges are calculated using the property's actual utility billsSince resident charges are based off of the property's actual bills, if the property's utility bill increases, residents will see an increase in their bill as wellLikewise, if the property's utility bill decreases, residents will see a decrease in their billResidents are billed only for their share of the property's overall bill and the total allocated to residents does not exceed the total amount paid by the propertyThe Public Utility sets the rates, reads the property meters and charges the property accordinglyTherefore, residents' bills may fluctuate month to month depending on the property's bill
Unlike the water charges, each apartment has an individual meter for electric usageWhen ***moved into the apartment, he was responsible for the electric charges from that day forwardAUM simply receives the bills from property and bills back accordinglyHowever if Mr*** can provide electric charges in his name for those dates in April, AUM will credit his AUM account for the $Electric Recovery Charge and the $Utility Recovery Charge
Sincerely,
***
Paralegal
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly my electricity bill comes from DTE energy I already tranferred my electric charges to them before I moved and I have already provided my electricty bills (proof) thats in my name to AUMSecondly even if my landlord hired them for electricty before I moved in it is their responsibilty to inform me about these chargesI recieved this bill months after I moved in here which does not make senseI was informed by my landlord that AUM is only my water supplier and I will be recieving my water bills from them ONLYI am a fair person I always pay all my bills on time there has never been any late payment done by me but these charges are unfairWhenever I try to reason with AUM and call their customer service they fail to provide me with any justifications and are extremely rude in their behaviourThey are already over charging me for my water usage and when I ask them to provide me with proof of my actual water usage they refuse to do soI think I have the right to know that I am actually paying the right amount for the services I am actually usingI have said it earlier and I will say it again my electricity comes from DTE energy not AUM since the day I moved in and I have all the electric bills in my name ***
Final Business Response /* (4000, 9, 2015/08/14) */
August 14,
American Utility Management (AUM) received the additional information submitted by *** We would like to take this opportunity to respond and provide details to help in your investigation
As previously stated, each apartment has an individual meter for electric usageFrom the modate of April 17, ***was responsible for the DTE charges in his nameWhile AUM is not privy to Mr***'s individual lease agreement, AUM recommends that he review his signed lease agreement as it determines his payment arraignment and consent for AUM to bill him for cost recovery of electric charges that should have been in his name and a fee
However if Mr*** can provide electric charges in his name for those dates in April, AUM will credit his AUM account for the $Electric Recovery Charge and the $Utility Recovery Charge
Sincerely,
***
Paralegal

November 13, 2015American Utility Management (AUM) received the complaint
submitted by *** ***. We would
like to take this opportunity to respond and provide details to help in your
investigationMr*** contacted AUM regarding a refund and it was
mailed on October 6,
2015. However, the
address was incorrect and AUM’s policy is a day waiting period. Therefore, on November 6, 2015, AUM mailed
the refund to Mr*** at his correct address.AUM apologies for the confusion and any inconvenience this may have
caused.Sincerely, *** ***Paralegal

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17,
American Utility Management (AUM) received the complaint submitted by Monique***We would like to take this opportunity to respond and provide details to help in your investigation
AUM is a third party billing
providerWe are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservationPart of this assistance includes billing their residents for utilities on a monthly basis
AUM currently has three main bill payment options for our customer's conveniencePayments can be made online along with a convenience fee and the payment would post to the account on the day of the transactionIf a resident feels that the online convenience fee is too high, there is the option to set up automatic paymentsWith consent, payments can be automatically debited from a checking accountAnother option is to mail payments to our lockbox via the United States Postal Service
According to the Recurring Automatic Payment Authorization Terms and Conditions and the letter sent on August 19, 2015, the monthly AUM statement acts as the monthly notification of the automatic paymentMs.*** signed up for Auto-Pay after the August statement was already mailed (indicating to remit payment (Please write your account number on your check or money order made payable to AUMDo not send cashDo not staple this portion to your payment).)The next statement mailed on September 3, indicates Auto-Pay (Do not send payment...You are currently set for Auto-Pay Service)Each future statement will determine if Auto-Pay will be applied
In this particular case, AUM waived a late fee as a one-time courtesy on July 16, Therefore AUM is unable to waive another late fee
Sincerely,
***
Corporate Paralegal

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matterAUM is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses
such as water, sewer and trash. The monthly statement simply reflects the resident’s portion of the overall bill for the property. Since each apartment does not have an individual meter to measure usage, bills must be calculated on an allocation basis. We have investigated the payment situation. We do see that the original payment of $was made with the prior account number. As explained via email, we are unable to refund that amount as it has already been forward to the residents former property, *** *** at Creve Couer. We can however confirm that the most recent payment of $was applied to the new account. We have waived all late fees that resulted from the account number situationAs always our AUM’s Customer Service Representatives are available to answer question about the billing and the residents account. They can be reached by calling 866-520-1245, 8:00a.mto 7:00p.m(CST) Monday through FridayWe hope the information listed above will assist with future payments

Complaint: ***
I am rejecting this response because: why should I be billed for something that wasn't my errorThis is ridiculous and such a scamI want my $refunded I paid my bill so that I wouldn't be delinquent or late This company is robbing me because of their error not mineI did my part and got my electric turned over to the date that I moved in and now I am being charged for time and an error that wasn't mine.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: your policy should be changedCustomer satisfaction should be your policyYou should not act like you have a monopoly on utility management services leaving your customers no other choice but to file Revdex.com claims to attempt to get actionYou should not bill your customers for services not rendered directly to themThat said, thank you for the refund
Sincerely,
*** ***

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
Sincerely,
*** ** *** ***

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matterIn previous email communication, we explained that AUM is a 3rd party billing company and does not supply electricity. The Utility
Recovery Charge was assessed to the account due to the property receiving electric charges during the lease term. Upon receipt of the residents *** Energy statement covering the days in question, that change was made after TGM Bay Isle was already charged for the electricity in the unit. We apologize for any inconvenience this matter may have caused, however, we are not able to remove the utility recovery charge. As always our AUM’s Customer Service Representatives are available to answer question about the billing and the residents account. They can be reached by calling ***, 8:00a.mto 7:00p.m(CST) Monday through Friday

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matterAUM is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses
such as water, sewer and trash. The monthly statement simply reflects the resident’s portion of the overall bill for the property. Reviewing the account information, our records indicate that the electric service was not placed in the name of the tenant as required by the lease. The result is that the property remained the customer of record and was obligated to pay the electric bill each month. In addition to the lease agreement, each monthly AUM statement that contains these types of charges also instructs the resident the place the utility service in their nameAs our Customer Service Representative explained on the phone as well as via email, if the service was properly placed in the residents name during the time period after move-in, she can forward copies of those paid utility bills for review. They will be reviewed and the account adjusted accordingly. Unfortunately, we are unable to make any adjustments until such timeIt appears that the electric account is now in the residents name as the property is no longer receiving electric bills for this apartmentAs always our AUM’s Customer Service Representatives are available to answer question about the billing and the residents account. They can be reached by calling ***, 8:00a.mto 7:00p.m(CST) Monday through Friday