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Business Profile

Billing Services

Redwood Utility Billing Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Billing Services.

Complaints

This profile includes complaints for Redwood Utility Billing Service's headquarters and its corporate-owned locations. To view all corporate locations, see

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Redwood Utility Billing Service has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/26/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Redwood utility billing service *** (**** *******, ****, *******) unprofessionally dismissed my customer concerns. First phone contact to seek ACH sign up assistance shocked me as ************** rudely disconnected the call while I was voicing my concerns that their companys ACH sign up site is glitched and that I am unable to sign up.Furthermore, my subsequent calls went promptly to voicemail.

      Business Response

      Date: 12/10/2024

      Mr. ******** contacted our customer ********************** department on November 26, 2024 at 10:10am asking for assistance setting up an ACH account for his payments. He stated that our site was not working and was stupid and useless.  My customer ********************** specialist continued to try and assist him with the setup of his ACH account, but Mr. ******** continued to shout and talk over her.  All account activity is time stamped, and on the same day at 11:34am his account shows  he was able to successfully setup an ACH account. Therefore, Mr. ******** issue has been resolved and appears no further action is necessary.

       

       

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This company bills you for water, sewage, garbage. Some months, it's $100+, sometimes it's over $200. No breakdown of usage. Sometimes we're away on business trips for weeks at a time but the bill is higher than usual. We need to see an itemized breakdown of charges and there are no meters showing individual usage. We need everything to be itemized.

      Business Response

      Date: 07/23/2024

      Redwood Utility Billing Service is a 3rd party billing company who contracts with owners of multi-family properties to bill residents for a share of the utility costs, typically water, sewer and trash. Based on the age and construction of a property, sometimes it is not possible to sub-meter an individual unit for water and sewer charges.  In this case we use a ratio billing based on the number of occupants in each unit. Our invoices always show a breakdown of charges indicated in separate line items.(see attachment) The resident(s) responsibility to pay for their share of utilities is tied directly to their rental agreement with the property. There is not billing adjustment to be made.

      Customer Answer

      Date: 07/23/2024

       
      Complaint: 22027501

      I am rejecting this response because:  If you don't have individual meters, who determines the amount each unit uses?  How do you know how many people occupy a residence?  People lie all the time and say less than however many for this exact reason.  Do you guys send out an independent company to see how many people live in a unit?  Your company has a lot of Yelp reviews expressing the same sentiment as I am.  *******************************************************************************************************************************

      And you still haven't explained how when no one is home for days or weeks, my bill goes up still.  

      Sincerely,

      ***************

    Redwood Utility Billing Service is NOT a BBB Accredited Business.

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