TNT Construction Company

March 8, 2016 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 conservation.  Part of this assistance includes billing their residents for utilities. Since each apartment does not have an individual gas or water meter, bills must be calculated on an allocation basis. After reviewing Ms. [redacted] account, it appears that she may have been incorrectly charged on her first statement.  Unfortunately any possible refund/credit would not be listed on the AUM statement, nor refunded/credited by AUM.  For this particular property, AUM only generates and mails the resident statements and does not collect payment for these charges.  The property should be able to provide this information.  Unfortunately, AUM is unable to grant Ms. [redacted] request. Sincerely, [redacted] Paralegal

Initial Business Response /* (1000, 6, 2015/08/14) */
August 14, 2015
American Utility Management ([redacted]) received the complaint submitted by [redacted]. We would like to take this opportunity to respond and provide details to help in your investigation.
[redacted] 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.
When our invoices are mailed, residents typically have twenty-one (21) days in which to make full payment before a late fee is applied. This information is clearly stated on each resident statement. This fee is only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment.
An available option is to manage the account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. One can view and print 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 [redacted]'s E-Statement Program. In order to enroll in this program, residents must visit the [redacted] website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration.
[redacted] 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 transaction. If anyone 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.
There is always has the option of contacting [redacted]'s Customer Service for the balance, due date and remittance address. They can be reached by calling XXX-XXX-XXXX, 8:00a.m. to 7:00p.m. (CST) Monday through Friday.
Resident payments are not mailed to [redacted] nor are they processed directly by [redacted]. [redacted] contracts with a reputable lockbox service to collect and process all payments. The lockbox service typically processes payments within 24 hours of receipt. However, a delay in processing can occur if directions included on each statement are not followed. Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment.
Occasionally mail may take longer than normal to reach its destination when traveling by the U.S. Postal Service. We have no control over this third party; however we do offer other options in order to receive statements and or make payments in a more timely and efficient manner. Those options as noted above include e-statements, direct debit and contacting our Customer Service Department.
In this particular case, [redacted] waived a late fee as a one-time courtesy on June 3, 2015. Therefore [redacted] is unable to waive another late fee.
Sincerely,
[redacted]
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 matter. When 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 $9.00 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.

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
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 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

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 in contact with your property management team to review your concern regarding the monthly administration fee on your AUM statements.  This fee is included on each statement for the overall billing program including calculating, processing and managing the property’s utility billing program. 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 [redacted] 8:00a.m. to 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. The Electric Recovery charge is a charge assessed to the resident when the utility is not in their name as required by the lease. When 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 recovered. A review of our records indicates that [redacted] has not returned the funds in question to the property. As 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 happened. We 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.

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 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 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 transaction. If 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, 2016 with a due date of March 31, 2016 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

Complaint: [redacted]
I am rejecting this response because: Again another template response, without any regards to what I have written.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: AUM says it has sent my December payment of $8.98 to [redacted] at Creve Coeur. I have contacted the complex several times to try and retrieve it, and they say they never received the money. I 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 AUM. I then asked AUM if they could cancel the check, since it was not received, and credit the funds to my account. They 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 company. AUM sent its internal ledger showing the account history, but this was not helpful to [redacted] in showing that they received the payment. Was 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]

Complaint: [redacted]
I am rejecting this response because there is no response! They say they charge almost 25% of the bill every month to only use a calculator? This is not even a response.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
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 conservation. Part 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 applied. This information is clearly stated on each resident statement. Late payment charges are only applied if a balance remains on the account after the indicated due date. This 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 online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. He 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 Program. In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. If after signing up for e-statements and no receiving them, AUM recommends checking his/her email spam folder. As certain email accounts consider the e-statement spam.
AUM currently has three 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 transaction. The online convenience fee is for each approved credit card transaction and is disclosed several times on the website. Each user must check acknowledging that there is a fee and agrees to pay it. If Mr.[redacted] feels that the online convenience fee is too high, he has the option to set up automatic payments. With his consent, payments can be automatically debited from his checking account. The auto debit requires residents to complete an application, which can be done online. Another 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 method. The inclusion of a monthly administrative fee is a customary way for service providers to maintain their operations and provide exceptional service. AUM'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 fee. However, 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 /* (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 service. All customer accounts point to AUM having the lowest possible standards of customer service. It does not take much searching online to find the honest and scathing reviews of AUM. I 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 /* (4000, 9, 2015/08/06) */
We are sorry to hear that his experience is not satisfactory. AUM thanks Mr. [redacted] for his recommendation, but we will continue to provide our services without a change in any billing policy. As 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 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...

November 4, 2015American Utility Management (AUM) received the complaint
submitted by [redacted] C. [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 conservation.  Part of this assistance includes billing their residents for utilities
on a monthly basis.Unfortunately AUM was unable to locate this individual in
our system.  Therefore without additional
information such as an AUM account number, AUM is unable to properly respond to
this complaint.At this time AUM is unable to grant his refund request. Sincerely, [redacted]Paralegal

Initial Business Response /* (1000, 8, 2016/01/15) */
[redacted]
Therefore, we will not be responding to you in regard to this matter.
[redacted]
Initial Consumer...

Rebuttal /* (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 matter. We have revised the account and determined that according to our records, the Los Angeles Dept. of Water and Power account was not...

transferred into the residents name until 2/17/16.  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 statements. When 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 9 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 (5/17/14 through 2/17/16), she may forward a copy of the actual utility bill(s) for AUM to review. If the Revdex.com process allows, they may be attached to this complaint.  Her account will be reviewed and updated based on information received. It takes approximately 2-3 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.

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.

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.  When our invoices are mailed, residents have twenty-one (21) days in which to make full payment before a late fee is applied.  This information is clearly stated on each resident statement.  This fee is only applied if a balance remains on the account after the indicated due date.  This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment.  Resident payments are not mailed to AUM nor are they processed directly by AUM.  AUM contracts with a reputable federally regulated lockbox service to collect and process all payments.  The lockbox service typically processes payments within 24 hours of receipt.  However, a delay in processing can occur if directions included on each statement are not followed.  Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment.  As noted in the complaint, the online service allows access to account information, bill payment and to set up for e-statements.  One can view and print statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction.  To expedite the statement delivery, an option available is to enroll in AUM’s E-Statement Program.  In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab.  After logging in and re-entering his/her email address, the e-statement option would have to be selected.  Once registering for the program he/she would receive an email with a link to confirm the registration.  E-statements would begin once the resident has confirmed his or her registration.   AUM currently has three main bill payment options for our customer’s convenience.  The primary payment method is to mail payments to our lockbox via the United States Postal Service.  Each statement includes a remittance coupon for this purpose.  If a payment needs to be made quickly, we offer an online payment process via our website.  This process will post these transactions to the residents account immediately; however it does include a convenience fee which is clearly disclosed during the process. Our third payment method is to set up automatic payments. Our Auto-Payment process provides an easy and cost free way to make payments.  With written consent, payments can be automatically debited from a checking account.  The Auto-Payment process requires residents to complete an application and agree to the terms and conditions.  Auto-Payments are not processed at the time of application.  Rather, following approval, when resident’s statement is processed as Auto-Pay (as indicated on the payment coupon) funds will be withdrawn from the resident’s account.  Residents are instructed to continue to make regular payments until the statement indicates that payment will be made via Auto-Pay.  Cancelation of the Auto-Pay process will be effective on the next generated AUM statement. 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 [redacted], 8:00a.m. to 7:00p.m. (CST) Monday through Friday. We hope the information listed above will assist with future payments.

The AUM Admin Charge on each statement is for the cost of the overall billing program.  It covers all billing expense including, but not limited to, gathering and imputing the properties overall utility expense, maintaining accounts for each resident, maintaining detailed billing records, processing resident payments, and generating and delivering the monthly resident billing statements.  This is all part of the billing program.  It should be noted that this fee is not related to the overall utility expenses as that does not impact the cost of the program. We hope this provides more information on the matter.  Further questions can be answered by calling our Customer Service Representatives at [redacted], 8:00a.m. to 7:00p.m. (CST) Monday through Friday.

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 $8.98 as a gesture of good will.  We hope that this resolves your situation. 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 [redacted], 8:00a.m. to 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. First, we apologize for length of time this has taken to address the issue.  We have been working with the property staff  to...

determine the cause of the higher than expected usage measured by the submeter.  While the investigation is ongoing, we have credited the account.  As the property collects payments, this credit should be reflected on the residents ledger.  As soon as we find a resolution to the situation, we will be in touch with the resident with our findings.  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 [redacted] 8:00a.m. to 7:00p.m. (CST) Monday through Friday.