Dear Revdex.com: This letter serves as a response to the complaint filed by [redacted] on 01/24/After reviewing the complaint, Universal Utilities would like to respond to the complaintOur records show that bills are generated monthly for the accountWe do not show any returned billing statements from the postal serviceWith the account being established since 02/27/2016, the account has incurred late fee penalties due to payments not being received on timePer company policy, payment must be received on or before the due date by 4:PM to avoid penaltyUnfortunately, post marked dates or confirmation numbers are not utilized to avoid late fee penaltiesWe do notify our customers of late fee procedures on the back of the bill stubThere are various options to access the account if office hours are not convenientOur records show the account is registered with the website as well as the automated phone system for 24-hours accessWe make every attempt to assist our customers with various billing and payment options, but it is up to the customer to utilize those services In regards to the desired settlement request, we are unable to adjust the late fee per company policy, as the payment was not received by the due date provided on the billing statementHowever, the account is no longer in shut off status as a payment posted 01/25/via the automated phone systemThe account balance is current and up-to-date with the next payment due by 02/14/We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal UtilitiesCustomer Service Department
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11605433, and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below:The "alternative" they offered to me was "save up your money so you can pay your bill on time" I defy those people to cover all their bills on $a month and still have some "put aside" for later It is well known to this and other companies that a large number of their customers are on Social Security or other monthly forms of payment While they do not ask this question, it is common knowledge The company REFUSES to change the due date to the 2nd of the month (a week later) so that I and others like me can avoid these costly late fees The very fact that they refuse to adjust this due date for me and others like me is a clear indicator that they are INTENTIONALLY racking up huge sums of money from people who can least afford to pay Regards, [redacted]
January 18, Re: ID # [redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 12/22/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerIt is unfortunate that Ms [redacted] feels our billing practices are unfair as the billing is based off the individual water consumption based off the meter readings reported monthlyThe bill is issued monthly and the due date is approximately three weeks after the bill is issued to allow time for mailing paymentsPer company policy, we do not use postmark dates and there is no grace period to avoid penalty if payment is not received in our office by 4pm on the due dateThere is a notice on the bill stub to inform the customer of payment options as well as information on late fee policiesAs mentioned in the complaint, the customer only allowed three days for mailing and we notify customers to allow days for mailing payment to avoid delays with mailed paymentsespecially, during the holiday season when mail may be delayedAlso, the customer mentioned a service issue regarding trash and meter installationAfter reviewing the account history, we do not bill or service trash on the account and there’s no reports of any service issues documented on her accountWe have never been notified that she had a service complaint and if we had we would have investigated her issue immediatelyAs we want to provide the best service possible to our customersWe do not strategically identify limited or low income customers and manipulate due dates to generate revenue on late feesIn regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options are available to the customerAlso, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional feesFor future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiriesWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint Sincerely, Universal Utilities Customer Service Department
July 12, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/26/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerAfter reviewing the account, our records do not show any registration submitted for online access to the accountHowever, we do offer other payments options for payments to post immediately when time is a factorWe offer phone payments, either through the automated phone system as well as through customer service to ensure the payment will post immediately to avoid late penaltiesEven though the registration didn’t get submitted properly, [redacted] had the ability to utilize the phone options to post the payment instead of mailing it since there was not enough time to allow for mailPer company policy, we are unable to adjust late fees unless all payment options are unavailable or in the event the late fee is assessed due to a billing issue or errorIn regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options were available to the customerAlso, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional feesFor future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiriesWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
June 23, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 06/22/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerPer company policy, a bill is issued monthly for the previous month’s usage, along with a due date for the paymentIf payment is not received by the due date, a late fee is assessed, along with a shut off notice generated with an extended due date for the paymentAt the same time, a new billing is also generated for the current month’s billTherefore, if the account reflects a delinquent balance, two notices are generated, but the notices are for different billing cyclesA shut off notice is not generated unless the payment has not been received by the original bill that was issued three weeks earlierAfter reviewing [redacted] account, there have been no fraudulent charges assessed to the account, nor any unethical billing practicesThe billing history shows, several late payments, which is contributing to a shut off notice being generated, along with a new billing statementIn regards to customer service, we offer multiples options for accessing the accountWe recommend using the website and automated system, which are available hours a dayIn the event the account is in shut off status with an expired due date, those systems may not be available as payment must be submitted through customer serviceThis notice is disclosed on the website to inform customers when access may not be available In regards to the desired settlement request, we are unable to adjust any charges as they are valid billing charges assessed for water and sewer usageThere are no illegal billing practices being conducted by Universal UtilitiesTherefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedureWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal UtilitiesCustomer Service Department
July 12, Re: ID # [redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/11/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerAs a third-party billing company, we have been contracted by the Property Owner/Management of [redacted] to provide our metering and billing services to each resident in [redacted] In an effort to offset the expense of a utility bill, the community issues rent reductions and discounts the rate by 50% from the full municipal priceAfter reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practicesIn regards to the desired settlement request, as the billing company we are unable to address any issues regarding the water supply as we do not supply the water source for this propertyThe billing is justified by the meter readings utilized to calculate the usage and produce the monthly billing for the water and sewerThere are no illegal billing practices being conducted by Universal Utilities as rates are approved by the Property Owner of [redacted] where [redacted] property is locatedTherefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedureWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
August 11, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by *** *** on 7/26/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerAfter reviewing the account, our records do not show any registration submitted for online access to the accountHowever, we do offer other payments options for payments to post immediately when time is a factorWe offer phone payments, either through the automated phone system as well as through customer service to ensure the payment will post immediately to avoid late penaltiesEven though the registration didn’t get submitted properly, ** *** had the ability to utilize the phone options to post the payment instead of mailing it since there was not enough time to allow for mailPer company policy, we are unable to adjust late fees unless all payment options are unavailable or in the event the late fee is assessed due to a billing issue or errorIn regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options were available to the customerAlso, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional feesFor future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiriesWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11594379, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
The root of my complaint is explicitly that your company failed to maintain a competent and working online payment system that would have actually registered the account I created on 7/20/to make paymentThe fact that I was able to provide all the registration information required and proceeded to the next step/page and provided my credit card payment information only for that to fail does not lend customer confidence in ANY of your automated payment systemsThe fact that no registration was documented on your end on when I registered my account online is simply outlandish to me and indicates your IT infrastructure is as seriously flawed as I suspected since I have never encounter issues with paying any other bills I have received online and indicated a willful neglect in handling business affairs to the detriment of those that you are billing in order to extract additional feesSimply because your IT infrastructure didn't maintain logs of my account registration does not void the fact that I registered an account online per the provided instructions and was then asked to provide payment information that then failed to accept my on-time payment
Regards,
*** ***
July 12, Re: ID #*** Dear Better Business Representative: This letter serves as a response to the complaint filed by *** *** on 7/11/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerWe have been contracted
by the Property Owner/Management of *** *** to provide our metering and billing services to each resident in *** ***After reviewing the account and service history on the account, our records show the usage based off the actual monthly meter readings taken from the touch pad remote that is wired to the meter underneath the homeOn 4/27/16, the remote reader didn’t register a reading and our service technician discovered a broken wire on the remote, which is why it didn’t register a readingThe remote was rewired and a meter head read was taken for billing purposesThis issue contributed to the increase in the usage, which reflected on the following billing statementBased on the current rate structure, the charges are accurateAfter reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practicesPer the rate structure, the community issues a reduced rate from the full municipal price by 50%, which displays on the itemized charges on the billing statementIn regards to the desired settlement request, the billing is justified by the meter readings utilized to calculate the usage and produce the monthly billing for the water and sewerThere are no illegal billing practices being conducted by Universal Utilities as rates are approved by the Property Owner of *** *** where *** ***’s property is locatedTherefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedureWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
Revdex.com: This letter serves as a response to the complaint filed by *** ***After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerPer company policy, payment must be received on or before the due date by 4:PM to avoid penalty
Our records show that Universal Utilities issued a billing statement on 03/09/with a due date of 04/13/Due to the payment not being received by the due date, a late fee and shut off notice was issued, along with the next billing statement for the month of AprilWe did receive the payment after the notices had already been generated and it posted to the account on the same day it was receivedUnfortunately, post marked dates are not utilized to avoid late fee penaltiesWe do notify our customers off late fee procedures on the back of the bill stub In regards to the desired settlement request, we are unable to adjust the late fee as the payment was not received by the due date provided on the billing statementHowever, the account is no longer in shut off status and the account balance may be paid in full by the current charges due date of 05/11/We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal UtilitiesCustomer Service Department
August 15, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by *** *** on 8/11/After reviewing the complaint, Universal Utilities would like to respond to the complaintWe do not manipulate due dates to generate revenue on
late feesWe rarely waiver in our schedule and our calendar is carefully planned 6-months in advanceOur entire staff has access to this calendar and will provide billing cycle and due dates upon requestOur intention is to provide a fair billing outlet for all parties involved, and stress the fact that customers have control over their water billsOur billing statements are mailed out approximately weeks before the due date to allow time for mailingAlso, we do recommend to allow 7-days when mailing a paymentWe do not base our billing practices on assumptions, but on our monthly calendar, that determines the read and billing cycleBased on *** *** billing cycle, the due date typically falls on the 2nd Wednesday of the monthSince there is no grace period to avoid the late fee, we are very up front with our billing practices and notify our customers on their billing statements that payment must be received on or before the due date by 4:00pm to avoid penaltyIn regards to the desired settlement request, we issued a courtesy credit today for the late feeWe are unable to set a fixed due date for the payment, but we do offer auto pay to avoid delayed payment due to mail We advise our customers to contact customer service, either by telephone or via the website for further assistanceWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
Dear Revdex.com: This letter serves as a response to the complaint filed by [redacted] on 01/24/18. After reviewing the complaint, Universal Utilities would like to respond to the complaint. Our records show that bills are generated monthly for the account. We do not show any returned...
billing statements from the postal service. With the account being established since 02/27/2016, the account has incurred 17 late fee penalties due to payments not being received on time. Per company policy, payment must be received on or before the due date by 4:00 PM to avoid penalty. Unfortunately, post marked dates or confirmation numbers are not utilized to avoid late fee penalties. We do notify our customers of late fee procedures on the back of the bill stub. There are various options to access the account if office hours are not convenient. Our records show the account is registered with the website as well as the automated phone system for 24-hours access. We make every attempt to assist our customers with various billing and payment options, but it is up to the customer to utilize those services. In regards to the desired settlement request, we are unable to adjust the late fee per company policy, as the payment was not received by the due date provided on the billing statement. However, the account is no longer in shut off status as a payment posted 01/25/18 via the automated phone system. The account balance is current and up-to-date with the next payment due by 02/14/18. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal UtilitiesCustomer Service Department
June 23, 2016 Re: ID #11517578 Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 06/22/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. Per company policy, a...
bill is issued monthly for the previous month’s usage, along with a due date for the payment. If payment is not received by the due date, a late fee is assessed, along with a shut off notice generated with an extended due date for the payment. At the same time, a new billing is also generated for the current month’s bill. Therefore, if the account reflects a delinquent balance, two notices are generated, but the notices are for different billing cycles. A shut off notice is not generated unless the payment has not been received by the original bill that was issued three weeks earlier. After reviewing [redacted] account, there have been no fraudulent charges assessed to the account, nor any unethical billing practices. The billing history shows, several late payments, which is contributing to a shut off notice being generated, along with a new billing statement. In regards to customer service, we offer multiples options for accessing the account. We recommend using the website and automated system, which are available 24 hours a day. In the event the account is in shut off status with an expired due date, those systems may not be available as payment must be submitted through customer service. This notice is disclosed on the website to inform customers when access may not be available. In regards to the desired settlement request, we are unable to adjust any charges as they are valid billing charges assessed for water and sewer usage. There are no illegal billing practices being conducted by Universal Utilities. Therefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedure. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal UtilitiesCustomer Service Department
January 18, 2017 Re: ID #[redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 12/22/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. It is...
unfortunate that Ms. [redacted] feels our billing practices are unfair as the billing is based off the individual water consumption based off the meter readings reported monthly. The bill is issued monthly and the due date is approximately three weeks after the bill is issued to allow time for mailing payments. Per company policy, we do not use postmark dates and there is no grace period to avoid penalty if payment is not received in our office by 4pm on the due date. There is a notice on the bill stub to inform the customer of payment options as well as information on late fee policies. As mentioned in the complaint, the customer only allowed three days for mailing and we notify customers to allow 10 days for mailing payment to avoid delays with mailed payments. especially, during the holiday season when mail may be delayed. Also, the customer mentioned a service issue regarding trash and meter installation. After reviewing the account history, we do not bill or service trash on the account and there’s no reports of any service issues documented on her account. We have never been notified that she had a service complaint and if we had we would have investigated her issue immediately. As we want to provide the best service possible to our customers. We do not strategically identify limited or low income customers and manipulate due dates to generate revenue on late fees. In regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options are available to the customer. Also, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional fees. For future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiries. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
July 12, 2016 Re: ID #[redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/11/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. As a third-party billing...
company, we have been contracted by the Property Owner/Management of [redacted] to provide our metering and billing services to each resident in [redacted]. In an effort to offset the expense of a utility bill, the community issues rent reductions and discounts the rate by 50% from the full municipal price. After reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practices. In regards to the desired settlement request, as the billing company we are unable to address any issues regarding the water supply as we do not supply the water source for this property. The billing is justified by the meter readings utilized to calculate the usage and produce the monthly billing for the water and sewer. There are no illegal billing practices being conducted by Universal Utilities as rates are approved by the Property Owner of [redacted] where [redacted] property is located. Therefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedure. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11605433, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:The "alternative" they offered to me was "save up your money so you can pay your bill on time". I defy those people to cover all their bills on $733 a month and still have some "put aside" for later. It is well known to this and other companies that a large number of their customers are on Social Security or other monthly forms of payment. While they do not ask this question, it is common knowledge. The company REFUSES to change the due date to the 2nd of the month (a week later) so that I and others like me can avoid these costly late fees. The very fact that they refuse to adjust this due date for me and others like me is a clear indicator that they are INTENTIONALLY racking up huge sums of money from people who can least afford to pay.
Regards,
[redacted]
July 12, 2016 Re: ID #[redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/11/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. We have been...
contracted by the Property Owner/Management of [redacted] to provide our metering and billing services to each resident in [redacted]. After reviewing the account history for [redacted], our records show the usage based off the actual monthly meter readings taken from the touch pad remote that is wired to the meter underneath the home. The latest bill issued on 07/06/16 indicates actual usage of 6,500 gallons from reads taken between 5/24/16 and 6/29/16. Based on the current rate structure, the charges are accurate. After reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practices. Per the rate structure, the community issues a reduced rate from the full municipal price by 50%, which displays on the itemized charges on the billing statement. In regards to the desired settlement request, we are unable to remove the meter and cancel the billing because we are contracted by the Property Owner/Management of [redacted] to meter and bill each home that resides in the mobile home community. There are no illegal billing practices being conducted by Universal Utilities. Therefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedure. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
July 12, 2016 Re: ID #11594379 Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/26/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. After reviewing the account,...
our records do not show any registration submitted for online access to the account. However, we do offer other payments options for payments to post immediately when time is a factor. We offer phone payments, either through the automated phone system as well as through customer service to ensure the payment will post immediately to avoid late penalties. Even though the registration didn’t get submitted properly, [redacted] had the ability to utilize the phone options to post the payment instead of mailing it since there was not enough time to allow for mail. Per company policy, we are unable to adjust late fees unless all payment options are unavailable or in the event the late fee is assessed due to a billing issue or error. In regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options were available to the customer. Also, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional fees. For future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiries. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11594379, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is a verbatim repeat of the first response that does not acknowledge or address any of my previously listed complaints about the company's handling of my issue. This impersonal response further indicates to me that this business has no desire to provide functioning services to those they do business with in order to extract additional fees.
Regards,
[redacted]
August 3, 2016 Re: ID #11605433 Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/31/16. After reviewing the complaint, Universal Utilities would like to respond to the complaint. It is unfortunate that [redacted] think we are...
taking advantage of those that receive payments from the government. We do not require or request our customer’s income sources or income amounts, therefore we do not know who receives a government check or why. We do not strategically identify limited or low income customers and manipulate due date to generate revenue on late fees. We rarely waiver in our schedule and our calendar is carefully planned 6-12 months in advance. Our entire staff has access to this calendar and will provide billing cycle and due dates upon request. Our intention is to provide a fair billing outlet for all parties involved, and stress the fact that customers have control over their water bills. In the complaint, [redacted] suggest there are other ways to operate. It has never been our practice to adjust our schedule to accommodate one customer or a handful of customers. Just as soon as you appease those customers, someone else may be displeased by the change. Universal Utilities has been very up front and open about our practices. It is absurd to suggest we make the assumption that all of our customers receive a single source monthly income in the form of a government check, and this check is received by our customer on the 3rd of each month or during the first week of each month. So, we do not base our billing practices on those assumptions, but on our monthly calendar, that determines the read and billing cycle. Based on [redacted]’s billing cycle, her due date typically falls at the end of the month allowing time for the payment to be received without late fee penalties. In regards to the desired settlement request, we are unable to credit the account $100 as requested. However, a courtesy credit for $15.00 was applied on 7/11/16 to offset the late fee of $15.00 charged on 06/29/16. Also, in speaking with [redacted], we have offered alternative options to avoid late fees, such as to slightly overpay each month, possibly $5 or $10, until the overpayment satisfies the next billing period, keeping the customer one step ahead. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
Dear Revdex.com: This letter serves as a response to the complaint filed by [redacted] on 01/24/After reviewing the complaint, Universal Utilities would like to respond to the complaintOur records show that bills are generated monthly for the accountWe do not show any returned billing statements from the postal serviceWith the account being established since 02/27/2016, the account has incurred late fee penalties due to payments not being received on timePer company policy, payment must be received on or before the due date by 4:PM to avoid penaltyUnfortunately, post marked dates or confirmation numbers are not utilized to avoid late fee penaltiesWe do notify our customers of late fee procedures on the back of the bill stubThere are various options to access the account if office hours are not convenientOur records show the account is registered with the website as well as the automated phone system for 24-hours accessWe make every attempt to assist our customers with various billing and payment options, but it is up to the customer to utilize those services In regards to the desired settlement request, we are unable to adjust the late fee per company policy, as the payment was not received by the due date provided on the billing statementHowever, the account is no longer in shut off status as a payment posted 01/25/via the automated phone systemThe account balance is current and up-to-date with the next payment due by 02/14/We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal UtilitiesCustomer Service Department
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11605433, and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below:The "alternative" they offered to me was "save up your money so you can pay your bill on time" I defy those people to cover all their bills on $a month and still have some "put aside" for later It is well known to this and other companies that a large number of their customers are on Social Security or other monthly forms of payment While they do not ask this question, it is common knowledge The company REFUSES to change the due date to the 2nd of the month (a week later) so that I and others like me can avoid these costly late fees The very fact that they refuse to adjust this due date for me and others like me is a clear indicator that they are INTENTIONALLY racking up huge sums of money from people who can least afford to pay Regards, [redacted]
January 18, Re: ID # [redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 12/22/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerIt is unfortunate that Ms [redacted] feels our billing practices are unfair as the billing is based off the individual water consumption based off the meter readings reported monthlyThe bill is issued monthly and the due date is approximately three weeks after the bill is issued to allow time for mailing paymentsPer company policy, we do not use postmark dates and there is no grace period to avoid penalty if payment is not received in our office by 4pm on the due dateThere is a notice on the bill stub to inform the customer of payment options as well as information on late fee policiesAs mentioned in the complaint, the customer only allowed three days for mailing and we notify customers to allow days for mailing payment to avoid delays with mailed paymentsespecially, during the holiday season when mail may be delayedAlso, the customer mentioned a service issue regarding trash and meter installationAfter reviewing the account history, we do not bill or service trash on the account and there’s no reports of any service issues documented on her accountWe have never been notified that she had a service complaint and if we had we would have investigated her issue immediatelyAs we want to provide the best service possible to our customersWe do not strategically identify limited or low income customers and manipulate due dates to generate revenue on late feesIn regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options are available to the customerAlso, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional feesFor future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiriesWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint Sincerely, Universal Utilities Customer Service Department
July 12, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/26/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerAfter reviewing the account, our records do not show any registration submitted for online access to the accountHowever, we do offer other payments options for payments to post immediately when time is a factorWe offer phone payments, either through the automated phone system as well as through customer service to ensure the payment will post immediately to avoid late penaltiesEven though the registration didn’t get submitted properly, [redacted] had the ability to utilize the phone options to post the payment instead of mailing it since there was not enough time to allow for mailPer company policy, we are unable to adjust late fees unless all payment options are unavailable or in the event the late fee is assessed due to a billing issue or errorIn regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options were available to the customerAlso, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional feesFor future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiriesWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
June 23, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 06/22/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerPer company policy, a bill is issued monthly for the previous month’s usage, along with a due date for the paymentIf payment is not received by the due date, a late fee is assessed, along with a shut off notice generated with an extended due date for the paymentAt the same time, a new billing is also generated for the current month’s billTherefore, if the account reflects a delinquent balance, two notices are generated, but the notices are for different billing cyclesA shut off notice is not generated unless the payment has not been received by the original bill that was issued three weeks earlierAfter reviewing [redacted] account, there have been no fraudulent charges assessed to the account, nor any unethical billing practicesThe billing history shows, several late payments, which is contributing to a shut off notice being generated, along with a new billing statementIn regards to customer service, we offer multiples options for accessing the accountWe recommend using the website and automated system, which are available hours a dayIn the event the account is in shut off status with an expired due date, those systems may not be available as payment must be submitted through customer serviceThis notice is disclosed on the website to inform customers when access may not be available In regards to the desired settlement request, we are unable to adjust any charges as they are valid billing charges assessed for water and sewer usageThere are no illegal billing practices being conducted by Universal UtilitiesTherefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedureWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal UtilitiesCustomer Service Department
July 12, Re: ID # [redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/11/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerAs a third-party billing company, we have been contracted by the Property Owner/Management of [redacted] to provide our metering and billing services to each resident in [redacted] In an effort to offset the expense of a utility bill, the community issues rent reductions and discounts the rate by 50% from the full municipal priceAfter reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practicesIn regards to the desired settlement request, as the billing company we are unable to address any issues regarding the water supply as we do not supply the water source for this propertyThe billing is justified by the meter readings utilized to calculate the usage and produce the monthly billing for the water and sewerThere are no illegal billing practices being conducted by Universal Utilities as rates are approved by the Property Owner of [redacted] where [redacted] property is locatedTherefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedureWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
August 11, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by *** *** on 7/26/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerAfter reviewing the account, our records do not show any registration submitted for online access to the accountHowever, we do offer other payments options for payments to post immediately when time is a factorWe offer phone payments, either through the automated phone system as well as through customer service to ensure the payment will post immediately to avoid late penaltiesEven though the registration didn’t get submitted properly, ** *** had the ability to utilize the phone options to post the payment instead of mailing it since there was not enough time to allow for mailPer company policy, we are unable to adjust late fees unless all payment options are unavailable or in the event the late fee is assessed due to a billing issue or errorIn regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options were available to the customerAlso, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional feesFor future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiriesWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11594379, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
The root of my complaint is explicitly that your company failed to maintain a competent and working online payment system that would have actually registered the account I created on 7/20/to make paymentThe fact that I was able to provide all the registration information required and proceeded to the next step/page and provided my credit card payment information only for that to fail does not lend customer confidence in ANY of your automated payment systemsThe fact that no registration was documented on your end on when I registered my account online is simply outlandish to me and indicates your IT infrastructure is as seriously flawed as I suspected since I have never encounter issues with paying any other bills I have received online and indicated a willful neglect in handling business affairs to the detriment of those that you are billing in order to extract additional feesSimply because your IT infrastructure didn't maintain logs of my account registration does not void the fact that I registered an account online per the provided instructions and was then asked to provide payment information that then failed to accept my on-time payment
Regards,
*** ***
July 12, Re: ID #*** Dear Better Business Representative: This letter serves as a response to the complaint filed by *** *** on 7/11/After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerWe have been contracted
by the Property Owner/Management of *** *** to provide our metering and billing services to each resident in *** ***After reviewing the account and service history on the account, our records show the usage based off the actual monthly meter readings taken from the touch pad remote that is wired to the meter underneath the homeOn 4/27/16, the remote reader didn’t register a reading and our service technician discovered a broken wire on the remote, which is why it didn’t register a readingThe remote was rewired and a meter head read was taken for billing purposesThis issue contributed to the increase in the usage, which reflected on the following billing statementBased on the current rate structure, the charges are accurateAfter reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practicesPer the rate structure, the community issues a reduced rate from the full municipal price by 50%, which displays on the itemized charges on the billing statementIn regards to the desired settlement request, the billing is justified by the meter readings utilized to calculate the usage and produce the monthly billing for the water and sewerThere are no illegal billing practices being conducted by Universal Utilities as rates are approved by the Property Owner of *** *** where *** ***’s property is locatedTherefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedureWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
Revdex.com: This letter serves as a response to the complaint filed by *** ***After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customerPer company policy, payment must be received on or before the due date by 4:PM to avoid penalty
Our records show that Universal Utilities issued a billing statement on 03/09/with a due date of 04/13/Due to the payment not being received by the due date, a late fee and shut off notice was issued, along with the next billing statement for the month of AprilWe did receive the payment after the notices had already been generated and it posted to the account on the same day it was receivedUnfortunately, post marked dates are not utilized to avoid late fee penaltiesWe do notify our customers off late fee procedures on the back of the bill stub In regards to the desired settlement request, we are unable to adjust the late fee as the payment was not received by the due date provided on the billing statementHowever, the account is no longer in shut off status and the account balance may be paid in full by the current charges due date of 05/11/We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal UtilitiesCustomer Service Department
August 15, Re: ID #Dear Better Business Representative: This letter serves as a response to the complaint filed by *** *** on 8/11/After reviewing the complaint, Universal Utilities would like to respond to the complaintWe do not manipulate due dates to generate revenue on
late feesWe rarely waiver in our schedule and our calendar is carefully planned 6-months in advanceOur entire staff has access to this calendar and will provide billing cycle and due dates upon requestOur intention is to provide a fair billing outlet for all parties involved, and stress the fact that customers have control over their water billsOur billing statements are mailed out approximately weeks before the due date to allow time for mailingAlso, we do recommend to allow 7-days when mailing a paymentWe do not base our billing practices on assumptions, but on our monthly calendar, that determines the read and billing cycleBased on *** *** billing cycle, the due date typically falls on the 2nd Wednesday of the monthSince there is no grace period to avoid the late fee, we are very up front with our billing practices and notify our customers on their billing statements that payment must be received on or before the due date by 4:00pm to avoid penaltyIn regards to the desired settlement request, we issued a courtesy credit today for the late feeWe are unable to set a fixed due date for the payment, but we do offer auto pay to avoid delayed payment due to mail We advise our customers to contact customer service, either by telephone or via the website for further assistanceWe hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaintSincerely, Universal Utilities Customer Service Department
Dear Revdex.com: This letter serves as a response to the complaint filed by [redacted] on 01/24/18. After reviewing the complaint, Universal Utilities would like to respond to the complaint. Our records show that bills are generated monthly for the account. We do not show any returned...
billing statements from the postal service. With the account being established since 02/27/2016, the account has incurred 17 late fee penalties due to payments not being received on time. Per company policy, payment must be received on or before the due date by 4:00 PM to avoid penalty. Unfortunately, post marked dates or confirmation numbers are not utilized to avoid late fee penalties. We do notify our customers of late fee procedures on the back of the bill stub. There are various options to access the account if office hours are not convenient. Our records show the account is registered with the website as well as the automated phone system for 24-hours access. We make every attempt to assist our customers with various billing and payment options, but it is up to the customer to utilize those services. In regards to the desired settlement request, we are unable to adjust the late fee per company policy, as the payment was not received by the due date provided on the billing statement. However, the account is no longer in shut off status as a payment posted 01/25/18 via the automated phone system. The account balance is current and up-to-date with the next payment due by 02/14/18. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal UtilitiesCustomer Service Department
June 23, 2016 Re: ID #11517578 Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 06/22/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. Per company policy, a...
bill is issued monthly for the previous month’s usage, along with a due date for the payment. If payment is not received by the due date, a late fee is assessed, along with a shut off notice generated with an extended due date for the payment. At the same time, a new billing is also generated for the current month’s bill. Therefore, if the account reflects a delinquent balance, two notices are generated, but the notices are for different billing cycles. A shut off notice is not generated unless the payment has not been received by the original bill that was issued three weeks earlier. After reviewing [redacted] account, there have been no fraudulent charges assessed to the account, nor any unethical billing practices. The billing history shows, several late payments, which is contributing to a shut off notice being generated, along with a new billing statement. In regards to customer service, we offer multiples options for accessing the account. We recommend using the website and automated system, which are available 24 hours a day. In the event the account is in shut off status with an expired due date, those systems may not be available as payment must be submitted through customer service. This notice is disclosed on the website to inform customers when access may not be available. In regards to the desired settlement request, we are unable to adjust any charges as they are valid billing charges assessed for water and sewer usage. There are no illegal billing practices being conducted by Universal Utilities. Therefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedure. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal UtilitiesCustomer Service Department
January 18, 2017 Re: ID #[redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 12/22/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. It is...
unfortunate that Ms. [redacted] feels our billing practices are unfair as the billing is based off the individual water consumption based off the meter readings reported monthly. The bill is issued monthly and the due date is approximately three weeks after the bill is issued to allow time for mailing payments. Per company policy, we do not use postmark dates and there is no grace period to avoid penalty if payment is not received in our office by 4pm on the due date. There is a notice on the bill stub to inform the customer of payment options as well as information on late fee policies. As mentioned in the complaint, the customer only allowed three days for mailing and we notify customers to allow 10 days for mailing payment to avoid delays with mailed payments. especially, during the holiday season when mail may be delayed. Also, the customer mentioned a service issue regarding trash and meter installation. After reviewing the account history, we do not bill or service trash on the account and there’s no reports of any service issues documented on her account. We have never been notified that she had a service complaint and if we had we would have investigated her issue immediately. As we want to provide the best service possible to our customers. We do not strategically identify limited or low income customers and manipulate due dates to generate revenue on late fees. In regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options are available to the customer. Also, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional fees. For future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiries. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
July 12, 2016 Re: ID #[redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/11/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. As a third-party billing...
company, we have been contracted by the Property Owner/Management of [redacted] to provide our metering and billing services to each resident in [redacted]. In an effort to offset the expense of a utility bill, the community issues rent reductions and discounts the rate by 50% from the full municipal price. After reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practices. In regards to the desired settlement request, as the billing company we are unable to address any issues regarding the water supply as we do not supply the water source for this property. The billing is justified by the meter readings utilized to calculate the usage and produce the monthly billing for the water and sewer. There are no illegal billing practices being conducted by Universal Utilities as rates are approved by the Property Owner of [redacted] where [redacted] property is located. Therefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedure. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11605433, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:The "alternative" they offered to me was "save up your money so you can pay your bill on time". I defy those people to cover all their bills on $733 a month and still have some "put aside" for later. It is well known to this and other companies that a large number of their customers are on Social Security or other monthly forms of payment. While they do not ask this question, it is common knowledge. The company REFUSES to change the due date to the 2nd of the month (a week later) so that I and others like me can avoid these costly late fees. The very fact that they refuse to adjust this due date for me and others like me is a clear indicator that they are INTENTIONALLY racking up huge sums of money from people who can least afford to pay.
Regards,
[redacted]
July 12, 2016 Re: ID #[redacted] Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/11/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. We have been...
contracted by the Property Owner/Management of [redacted] to provide our metering and billing services to each resident in [redacted]. After reviewing the account history for [redacted], our records show the usage based off the actual monthly meter readings taken from the touch pad remote that is wired to the meter underneath the home. The latest bill issued on 07/06/16 indicates actual usage of 6,500 gallons from reads taken between 5/24/16 and 6/29/16. Based on the current rate structure, the charges are accurate. After reviewing the account, there have been no fraudulent charges assessed to the account, nor any unethical billing practices. Per the rate structure, the community issues a reduced rate from the full municipal price by 50%, which displays on the itemized charges on the billing statement. In regards to the desired settlement request, we are unable to remove the meter and cancel the billing because we are contracted by the Property Owner/Management of [redacted] to meter and bill each home that resides in the mobile home community. There are no illegal billing practices being conducted by Universal Utilities. Therefore, any additional charges, such as penalties and fees have been assessed based on company policy and procedure. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
July 12, 2016 Re: ID #11594379 Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/26/16. After reviewing the complaint, Universal Utilities would like to clarify the billing issues addressed by the customer. After reviewing the account,...
our records do not show any registration submitted for online access to the account. However, we do offer other payments options for payments to post immediately when time is a factor. We offer phone payments, either through the automated phone system as well as through customer service to ensure the payment will post immediately to avoid late penalties. Even though the registration didn’t get submitted properly, [redacted] had the ability to utilize the phone options to post the payment instead of mailing it since there was not enough time to allow for mail. Per company policy, we are unable to adjust late fees unless all payment options are unavailable or in the event the late fee is assessed due to a billing issue or error. In regards to the desired settlement request, we are unable to adjust the late fee per company policy and procedure as other payment options were available to the customer. Also, after reviewing the billing, the bill was mailed out in enough time for the payment to be mailed and avoid any additional fees. For future reference, the bill stub provides all the payment options to our customers with a toll free number for any questions or inquiries. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11594379, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is a verbatim repeat of the first response that does not acknowledge or address any of my previously listed complaints about the company's handling of my issue. This impersonal response further indicates to me that this business has no desire to provide functioning services to those they do business with in order to extract additional fees.
Regards,
[redacted]
August 3, 2016 Re: ID #11605433 Dear Better Business Representative: This letter serves as a response to the complaint filed by [redacted] on 7/31/16. After reviewing the complaint, Universal Utilities would like to respond to the complaint. It is unfortunate that [redacted] think we are...
taking advantage of those that receive payments from the government. We do not require or request our customer’s income sources or income amounts, therefore we do not know who receives a government check or why. We do not strategically identify limited or low income customers and manipulate due date to generate revenue on late fees. We rarely waiver in our schedule and our calendar is carefully planned 6-12 months in advance. Our entire staff has access to this calendar and will provide billing cycle and due dates upon request. Our intention is to provide a fair billing outlet for all parties involved, and stress the fact that customers have control over their water bills. In the complaint, [redacted] suggest there are other ways to operate. It has never been our practice to adjust our schedule to accommodate one customer or a handful of customers. Just as soon as you appease those customers, someone else may be displeased by the change. Universal Utilities has been very up front and open about our practices. It is absurd to suggest we make the assumption that all of our customers receive a single source monthly income in the form of a government check, and this check is received by our customer on the 3rd of each month or during the first week of each month. So, we do not base our billing practices on those assumptions, but on our monthly calendar, that determines the read and billing cycle. Based on [redacted]’s billing cycle, her due date typically falls at the end of the month allowing time for the payment to be received without late fee penalties. In regards to the desired settlement request, we are unable to credit the account $100 as requested. However, a courtesy credit for $15.00 was applied on 7/11/16 to offset the late fee of $15.00 charged on 06/29/16. Also, in speaking with [redacted], we have offered alternative options to avoid late fees, such as to slightly overpay each month, possibly $5 or $10, until the overpayment satisfies the next billing period, keeping the customer one step ahead. We hope this explanation further clarifies our position in this matter and stands as a satisfactory response to the complaint. Sincerely, Universal Utilities Customer Service Department