Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my new house in January of this year. My official "move in date" was January 1st. I notified ERTH solutions right away but after a few months, I continued to recieve bills in my mailbox that were addressed to myself AND a seperate bill for my previous tenant. When I contacted the company, they claimed that because my previous tenant had "not closed her account" there was an outstanding balance of nearly $450. After nearly an hour of arguing, they informed me they had it all straightened out, and that her account was CLOSED, but the outstanding amount would be transferred to my property taxes. I was extremely frustrated, but paid the extra $560 (including interest) on my property taxes. However, it is now August and I have recieved TWO more bills in the name of my tenant, and today, I just recieved a notice that the "unpaid amount" is once again being transferred to my property taxes. I dont understand why ERTH solutions cant get this sorted out, and why I am continuing to pay for my previous tenant. As of JANUARY 2022, there should have only been ONE ACTIVE ACCOUNT and I am tired of repetively calling the company and getting nowhere. Since assuring me that the account was closed, I have recieved a $45 bill in the name of Chelsey Everets, a $75 bill following that, and have now been told the total amount (of $118) has been transferred to my property taxes. I want this resolved IMMEDIATELY. Thank you!

  Business Response

  Date: 26/08/2022

  Customer had an account with ERTH at alternative property (herein referred to as Property A) since 2018.  Bills for this account were being mailed to the service address of the property.

  Property in question is herein referred to as Property B.

  -          ERTH was billing Customer B related to Property B since 2020

  -          Customer C called ERTH requesting a move to Property B effective Mar 1.  ERTH issued bill to Customer C on Apr 18^th.  Customer C later contacted us to advise they had given wrong address.  Bill was cancelled on Apr 22^nd for Customer C and account setup in Customer B’s name again as we had no record at this time of any other customers being responsible for the property (note that when this occurred, there was no record of Customer B having moved out).

  On April 29, 2022, an email was received from the Customer concerning bills related to Property B (property noted in the BBB complaint), indicating that they are receiving and paying bills for the property but also have received bills in the name of the 2 above customers. ERTH was mailing bills to the service address and received no communication from Customer or Customer B concerning a move having occurred which is why the Customer was receiving bills in other customer’s name to the property address.  In response to the email, ERTH requested that various pieces of information be supplied to setup the account (including the closing date or begin of lease).  The property was not being billed for the same period of time to multiple customers therefore the customer needs to review service periods and service addresses on their bills.

  On May 2, 2022, customer responded to the email however failed to supply the date of responsibility for the account.  On this date, ERTH responded indicating that our records showed Customer B has an account at Property B.  We further advised that should an account be required at Property B, further information was required to set up an account.  ERTH has no record of a response to this email provided by the customer.

  On May 30, 2022, Customer contacted ERTH offices upset about Norfolk county by-laws as he received a notice concerning a tax roll related to the tenant (Customer B).  By-Laws of Norfolk County are attached.  As the property owner, arrears from prior tenant (Customer B) were attached to property taxes of Customer.  This tax roll related to the period up to March 1, 2022.  ERTH is the billing agent for Norfolk County and is responsible for following by-law of the municipality.  During this call, Customer advised that they are the owner and responsible for the property.  Upon review of our call recording software, the following information was discussed during this call:

  Customer was upset about tax roll.  It was mentioned to him at that time that the account was not set up in the Customer’s name but still in the name of Customer B. Customer stated that Customer B did not call in to cancel account, and Customer was made aware that he also did not call in to create an account, or to cancel his account at Property A.  Customer was advised and Customer agreed that we will cancel both accounts effective June 1, 2022, and set up Customer’s new account for June 1, 2022. He was made aware that Customer B had an outstanding balance and one more final bill would be coming and if both were unpaid they would be tax-rolled.  Customer chose to pay the outstanding balance to avoid the tax roll and was advised again that final bill was still to come and would be tax rolled if left unpaid.

  On June 1, 2022 ERTH finalled the account of Customer B and put account into the owner/Customer’s name.  In addition, property A account was finalled effective June 1^st.

  On July 11, 2022, Customer called again concerning by-law issues.  At this time, Customer had a tax roll for the final bill related to Customer B because the final bill was left unpaid.  This tax roll covered the period of May 11, 2022 to May 31, 2022.

  On August 18, 2022, person with permissions to speak about account called our office.  We explained all the dates and issues regarding this situation and person understood, apologized and now understands what happened.

  Regards,