Complaints

This profile includes complaints for Yes Energy Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Yes Energy Management

  9910 Federal Dr Ste 100 Colorado Springs, CO 80921-3836

  
• 

  Yes Energy Management

  500 Colonial Center Pkwy Ste 200 Roswell, GA 30076-8852

  
• 

  Yes Energy LLC

  53 W JACKSON BLVD 11 1125 CHICAGO, IL 60604

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:05/25/2025

  Type:Customer Service 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.

  This company has horrible customer service and actively avoids resolving or even giving a clear explanation for issues there customers have. Very unprofessional and borderline disrespectful. They treat customers like meaningless ants, as they are a powerful utility company with no check & balances. Avoid at all costs!!

  Business Response

  Date: 05/26/2025

  I am sorry to hear about your experience with us.  Please provide us with the details of your inquiry so that we can investigate your past interactions with us and assist you.  Please provide the name of your property and your address along with the issue you need addressed and we will investigate accordingly.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23376134
  
  I am rejecting this response because: See attached for proof of an over 280% increase in utility statements from April when it was a different company to May when you took over. There is no justified answer for this level of price increase, either from your staff or my apartment complex, which is *******************... I've also attached a screenshot of your company's reviews online, and it follows the trend of inflated bills and unclear billing practices. I sense some lawsuits heading your way! 
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 06/08/2025

  Thank you for providing the details for your complaint.  I show that you contacted our customer service department on 4/18/25 and 6/4/25.  On both occasions, we did respond to your inquiry to explain the billing method being used to charge your unit.  The piece that I think the agent failed to acknowledge, was your question about a 280% increase.  The April ********** statement you provided was for a service period of 2/20/25 - 2/28/25. This is only an 8-day period.  Your first statement from YES is for 2/28/25 -3/31/25. This is a 31-day service period, this is the reason you saw such a dramatic increase.

  I have confirmed you are being charged correctly for all commodities and your charges are comparable to other units in your property with the same # of occupants. They are also comparable to ********** billing methods used. 

  Hot Water Heating, Water, Sewer, and Stormwater are all being billed back to you using a RUBs methodology based 100% on occupancy in your unit.  Trash is billed back using an even prorated method, meaning the total trash charges for the property are divided evenly amongst all units.

  A RUBS method is used when there are no submeters in your unit to measure your individual usage.  The local provider sends an invoice containing cost and consumption data for the entire property and these charges are then allocated out based on the allocation formula as discussed above. This means that residents are not billed based on their own individual usage but rather are allocated charges from the shared Master bill. It is also important to note that your property is paying 25-30% of the initial charges, before allocating the remainder of charges out to their residents.

  This should help clarify the method in which you are billed, and the service period information should clear up your question as to why you saw such an increase from April to May.

  Thank you,

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23376134
  
  I am rejecting this response because: You claim a 3 day difference between billing statements is the justified reasoning behind an over 280% increase? No, I don't think so, and you know better than that as well. 

  The true reasoning is that your billing model and practices are proven and confirmed by your online reviews that you are unethical. The previous utility company before you billed based off of individual unit usage, whereas your company deliberately bills based off of several units lumped together. Thanks to your business model, there is no incentive for tenants to be individually energy conscious & efficient, since my neighbor can simply use all the energy they want and I'll get lumped into their usage. We are only 2 people in our 2 bedroom apartment, and even tested this theory out last month, where we traveled frequently and weren't in our apartment as much as compared to the month prior. So how could we possibly receive an even higher bill from the month previous when we physically were home less with no way of any utility being used or left on?

  You can respond with every generic response you'd like in order to try and save face with the BBB, but the truth, customer reviews and lawsuits against your company speaks volumes! No other way left to sugar coat it, you have unfair billing practices and are an unethical company... bring back my old service provider ASAP!!

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

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair 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 am filing a formal complaint against Yes Energy Management (**************) for grossly inaccurate and escalating water bills at my residence:********************************************** (Resident ID #*********** live in a household of four people, and our water usage habits have not changed. However, my water bills have increased dramatically and without justification over the last few months:February: ***** gallons March: ****** gallons April: ****** gallons These amounts are completely unreasonable and not reflective of actual use. There are no leaks in the unitI have confirmed this personally and submitted supporting photos of my water meter. Yet instead of investigating the issue in a timely manner, the company has delayed the inspection until June, while continuing to bill me for inflated usage and issue past due ********** is unacceptable to penalize customers with threats of collections, fees, and shut-off notices while an open dispute is still unresolved. I have cooperated fully, documented everything, and made multiple good faith efforts to get this correctedand Im now being punished for their delay and failure to act.I am demanding:A complete investigation into my billing history and water meter Immediate suspension of all late fees, past due notices, and collection threats until the dispute is resolved Correction of any billing errors and appropriate credits for any overcharges I expect this matter to be taken seriously. If not, I will escalate further to the ************************************** and Consumer Protection agencies.Sincerely,******* ********* Unit ****************************************************************************

  Business Response

  Date: 06/16/2025

  Our research shows that we have researched this issue numerous times based on complaints to our customer service team and to your property management team.  Each time, we have found that you are being billed correctly and there were no red flags with your readings.  On average, 1 occupant will use approximately ***** gallons of water per month.  With 4 occupants, ****** or more gallons usage in a month is not unheard of.  Your property management company should check the unit for leaks.  If you have not already, I would recommend a dye test to be sure that your toilet is not running.  ***** times, a toilet can have a leak without you being able to see.  If you place food coloring in the tank (preferably before bed) and leave overnight, the water should remain clear if there are no leaks.  If the water in the bowl has color, then you have a leak.  A leak like this could potentially waste enough water to get the consumption you are seeing.

  With that said, we have confirmed that you are also scheduled for a meter check this month so that we can rule out any issues with the meter.  Your property management company will not authorize any credits until they can see the results of this check to confirm if there is an issue with your meter.  Any credits would have to be authorized by them.  If it is determined that there is an issue with your meter, next steps will have to be discussed at that time.

  Thank you,

• Initial Complaint

  Date:05/13/2025

  Type:Billing 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.

  Hello. I'd like to know why you charge us $5/month (plus $10 to set up an account) for dividing utility charges amongst tenants of a building? We are not owners; we are renters. You are providing a professional service to ******* ... not to us (the tenants). As such, you are ensuring ******* is paid each month. Why are you charging me (the tenant) to ensure ******* is paid? If ******* wants to ensure they are paid, they can pay the fee to you. You are providing a service ... for which ******* should pay you. It is unclear to me why I am being charged to pay a bill each month ... which I can do that any number of other ways ... for FREE. As for $10 to set up an account ..... It's quite a setup you have. $70/unit/year x the number of units in our complex. And the tenant gets what for that money? Nothing. ******* does.

  Business Response

  Date: 05/15/2025

  YES Energy Management is responsible for sending the utility statements, but the fees are collected by ******* directly.  Both the administration fee and the account activation fees are determined by ******* in order to recoup administrative and operating costs associated with managing their utility program.  For additional details on your YES utility statements you can contact our customer service department by phone at ************ or by email at ****************************************

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair 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.

  Yes Energy registration will not allow me to register. I have tried no less than **************************************** I am receiving bills from TEP and Yes Energy - I continue to try and reach someone and no one answers, the calls are constantly dropped before connection, no one returns a phone call. This is just ridiculous.

  Business Response

  Date: 05/14/2025

  We attempted to call you to walk through the process of setting up your account online but were unable to reach you and the inbox is currently full so we were unable to leave a voicemail.
  
  We verified that the mailing address on file at TEP for this home is the correct YES Energy Mgmt. PO Box, so you should not be receiving duplicate invoices from YES and TEP.  We confirmed the customer service number on your statement is correct and active but in the meantime, you can email our customer service team at *************************************** with additional questions.  To register your account online you will need go to ************************** and select the "New User Registration" link.  The register online you will need your registration code which is listed as the "Resident ID" on your YES statement immediately underneath your name, along with the "Unit Number" which is also listed on your YES Statement directly below the property address. Screen shots highlighting where to locate this information are available on the website by hovering over the question mark icon next to each item.
  
  If you are still experiencing problems registering your account online, please email us at the address above and we can set up a time to talk on the phone to provide further assistance.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair 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.

  Ive received a bill from the yes management company for charges that are not explainable. Im disputing all charges as by law Im only entitled to pay what I use in my unit. You cannot have a shared meter and expect other people to pay for gas or water not used. The bill needs to be put in the complex name until it is resolved.

  Business Response

  Date: 05/24/2025

  Water, Wastewater, and gas are billed back using a RUBs (Ratio Utility Billing) methodology.  This method is used when there are no sub-meters in your unit to measure individual usage. The cost from the local providers master meter invoice is billed back based on 50% occupancy and 50% square footage in your unit.  There is a 5% Common Area Deduction taken off the initial vendor charges, meaning your property management/owner is paying for 5% of all charges before charges are allocated out to the units. We have verified all charges are allocating correctly to your unit.
  

  RUBs is not overseen by the same regulatory body as other aspects of utility billing, and we have confirmed this method to be allowable in your area.   All the information shown in your attachments appears to relate to shared sub-meters, which is a different setup than what you have. There are not any sub-meters being used to measure usage or calculate charges. All usage is measured on the propertys master meter by the local provider.  With the RUBS method, the providers master meter invoice cost is shared commonly across the whole property using the method explained above.
  

  Trash is billed back at a flat fee of $10.00
  

  Electricity is not billed back by YES Energy Management.  Any questions regarding these charges will need to be directed to your local utility provider.

  If you have any further questions, please contact our customer service department at the number listed on your invoice or you can email ******************************************************

  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23293269
  
  I am rejecting this response because: what do you explained in your answer is not what is in our lease there is nothing that states 50% of anything and does not say anything about a shared meter. There was 1 m for each building that is shared by the number of units that are in the building. Im pretty sure that is a shared meter. There is nothing that states how many apartments are in there or how many there has to be the * energy management just had a $2.8 million lawsuit for overcharging fee fees. I should not have to be billed five dollars for utility charges and a one time administration fee. Your answer does not coincide with what is in the lease. 
  
  *incerely,
  
  ****** ******

• Initial Complaint

  Date:04/29/2025

  Type:Billing 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 am writing to express my deep concern and frustration regarding the recent water bill totaling $913, which I believe is a result of invoices not being submitted in a timely manner to my billing provider, YES Energy Management. This delay, which has accumulated over a span of three months, has placed an unexpected and unfair financial burden on me and my family.After reaching out to several individuals, I was informed that YES Energy Management is responsible for all utility billing matters and that the billing originates from the local water municipal districts. While I understand there may have been a delay in meter reads or invoice submissions, it is unacceptable that these internal issues are now being passed on to residents in the form of a lump-sum bill.This situation raises several questions:Why were there no notifications or interim estimates provided during the three-month delay?Why did it take multiple inquiries to receive a clear explanation of the issue?What steps are being taken to prevent this type of billing delay from occurring in the future?I respectfully request a thorough review of this matter, including any documentation of when invoices were received and posted. I am also requesting a payment adjustment or accommodation, as this situation was completely beyond my control and should not be penalized as if it were a result of negligence on my part.

  Business Response

  Date: 05/05/2025

  Thank you for your inquiry. Our research shows that due to a communication gap between FirstKey and YES, posting of utility charges was missed for your property over the span of a couple of months. Since we directly pass through vendor charges, there are no estimates used when charges are not posted for any reason.  We have reached out to ******** to clarify our process to ensure that no charges are missed in the future.
  

  Invoices were received on time and would have been posted accurately and timely if not for the communication discrepancy described above. I have attached a screenshot showing the dates of all invoices received as you requested.

  
  Once the discrepancy was discovered, FirstKey opted to bill back the missed charges and posted all missed charges to your ledger at once as you indicated. You mentioned that a total of $913.00 was billed to you.  We did confirm that credits for Electric charges in the amount of $260.32 have since been credited to your ledger as you were not supposed to receive those charges.
  

  In regard to the remaining amount, we have contacted ******** and communicated your request for payment accommodation, as they would need to make these arrangements with you.  We have also asked them to reach out to you but would recommend you reach out to them directly to ensure a timely resolution to this portion of your complaint. 
  If you have any additional questions, please feel free to reach out to us at the number indicated on your billing statement or email us at ******************************************************.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair 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 live at ******************** owned by Sentinel. I filed 2 complaints last year regarding the same issue - BBB Complaints 6/22/24 ******** and 9/20/24 ******** - where Yes Energy over-charged me for *************** Now, again Yes Energy is over-charging for ************** for March and April 2025. They need to quit doing this. I'm sure they are doing it to other residents also. Please have them adjust my bill! Thank you!

  Business Response

  Date: 05/05/2025

  As explained in your previous complaints, if the hauler for Waste Management is late invoicing them, Waste Management will in turn bill back trash charges without hauler charges and will then add the missed hauler charges to the bill the following month. When this occurs, it will result in a higher charge to you for that specific month, but it does not mean you are being over billed.
  

  Because this scenario is rather common, the Waste Management invoice is going to fluctuate from month to month.  We have confirmed that all charges billed back to you are correct, but you are going to continue to see fluctuations in this charge in some months depending on the time hauler charges are invoiced to Waste Management.  Based on our research, no credits will be recommended.
  

  If you have any questions on future invoices, please feel free to contact us at the number on your invoice or at ******************************************************.
  

  
  

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair 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.

  So my water and sewer is Yes Management we pay through our rent. Somehow my water and sewer at some point jumped up from 40 or 50 dollars to ******. my mom lives in a 5 bedroom house with 6 people and pays 35. Talk about price gouging or ripping people off. We live in government housing and working to get a home and you can't win because companies are aloud to rip people off without explanation. You cannot talk with a person in face when I called the number on the bill. It was not a valid number. Please check in to this.

  Business Response

  Date: 04/21/2025

  We have verified that there is an issue with the customer service number on your bill.  We are addressing this.  In the meantime, you may reach out to our customer service team via email at *************************************** with any questions you may have. We apologize for any inconvenience.
  

  Our research shows that consumption for November and December was estimated at ***** gallons each month as meter data was not being transmitted.  This estimate was calculated based on 3 months of previous usage in your unit.

  Once that issue was fixed, we were able to obtain actual consumption for November and December.  That usage was trued up in addition to the January consumption which is why your bill for January consumption was higher at ***** gallons.

  February consumption was still slightly higher than previous months at ***** gallons. We contacted your property management team and learned that maintenance did enter your unit on 2/9/25. and replaced a toilet flapper but found no other issues.  This could have been contributing to some of the higher usage.  A work order has been placed to be sure there are no other issues.
  

  March usage came in at ***** gallons and is on the lower end of usage we expect to see in a unit with 3 residents. ***** is trending the same. Each person can use up to ***** gallons per month depending on individual habits, etc.  We suspect the toilet flapper could have contributed to higher usage in previous months. 
  Lastly, we have notified your property manager that you are requesting a credit as they will need to approve and place any credits on your account.

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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.

  My partner and I are current tenants in a two bedroom, two bath apartment at ********* Apartments in *******, **. Our lease, signed with the previous management company (********), did not include a utility billing addendum for third-party utility billing or any mention of YES Energy Management. Two months ago, the property management switched to ********* Management, and without any prior notice or addendum, our utilities began being billed by YES Energy, violating WA law and our leasing contract. Since then, our electric bill has jumped to $315. YES claimed we aren't individually metered (false), said billing is based on square footage, and admitted our bill was from December - suggesting we may have been double charge. We also can't access our billing info online through YES.Our trash fees have always been unusually high (around $70/month), with no breakdown. Under Greystar management, I was told it's split "equally" but staff couldn't say how many residents there were and refused to disclose their monthly trash bill. The current staff under ********* Management is trying to help us, but I need answers quickly. While we have stayed current on our rent, I cannot afford to continue paying these inflated and unexplained charges. I have included a screenshot of our bill that my partner received from the office.I'm urgently requesting:-A full breakdown and audit of the utility charges applied to our account.-A copy of the utility billing addendum we should hace recieved at the time of the change.-A refund or adjustment for the excessive charges billed without proper notice or authorization.

  Business Response

  Date: 04/09/2025

  YES Energy Management is a third-party billing provider.   We do not have information on how you were previously billed for your utilities with your prior management company, so we acknowledge it may have been different from what you are seeing on your first invoice from YES.  We have confirmed that you are being charged accurately for these utilities.
  

  Payments are made directly to your property management company via your property management's resident portal and your property manages ledger balances.  There is no YES portal for you to access..
  

  Electric usage for your unit is directly metered by your local provider and charges are calculated for your usage in the unit.  These charges are billed directly to your property and the charges are then passed directly through to you each month. Usage for water, sewer, trash, stormwater and common area electric are not directly metered/measured at the unit level.  The local provider sends property-wide charges for these commodities, and we then calculate charges for your individual unit based on a RUBS method. (Ratio Utility Billing System).  The allocation for water, trash and common area electric are based 100% on occupancy in each unit.  This means that all units with the same number of occupants will receive the same charge. Sewer and stormwater charges are allocated as a per unit fee that is evenly allocated to each unit, regardless of occupancy.   Your first billing is for an extended service period for 40 days, 12/06/2024-01/14/2025, so charges may be higher than you will see in future months.

  If you wish to view the master meter invoice for the entire property, you will need to ask your property manager to provide this information. Lastly, any questions regarding your lease agreement with property will also need to be discussed with your property manager directly.  This would include any concerns with utility addendums if applicable. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23152841
  
  I am rejecting this response because: While you've confirmed that my unit is individually metered for electricity, I was previously told that it was not by YES Energy. Your statement that there is no resident portal and that billing records can only be accessed through the property manager directly contradicts RCW 59.18.063, which grants tenants the right to review the records used to calculate utility charges.

  What exactly is the purpose of YES Energy if tenants can't access billing statements, can't verify charges, and can't get a straight answer answer without being told to chase down the property manager (who, by the way, told us to reach out to your company). 

  You admitted you're using RUBS for other utilities, but somehow there's still no documentation, no breakdown, and no portal to access anything. Just vibes, apparently. So again, I am asking (what I'm legally entitled to under RCW 59.18.063) for a full breakdown of the charges, copies of the records used to calculate them, and an explanation of how a 40-day billing period was magically determined and applied. 

  If YES Energy exists to bill tenants, then you should be able to explain the bill. I'm not paying a mystery amount every month without a clear explanation. Our usage habits haven't changed in the slightest, but coincidentally as soon as your company took over, our electricity bill skyrockets to 5x the price?? That's not a coincidence, that's a red flag for your company. If you continue to ***** accountability, I'll continue escalating this to the Washington Attorney General and other necessary agencies, including my installations JAG office.

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

  Business Response

  Date: 04/21/2025

  [[BBB transcription via email]]

   

  You are correct.  Your electric is not metered by YES Energy.  YES does not read the electric meters, maintain the meters, nor calculate charges. Electric is metered by Avista and charges are passed through directly to you.  We will advise your property manager that you are disputing your electric charge and contact Avista to make sure there are no discrepancies. Your usage appears to be valid and not estimated.

  
  

  While YES does not have a resident portal, your property management company does.  The portal address is www.cityviewapartmentsspokane.com. Through this portal, you can access past statements and pay your lease charges, etc. This portal address is also listed on your resident statement.

  
  

  YES is a third-party billing company that has been contracted to collect vendor statements and allocate charges to residents for your property management company based on predetermined formulas. We do not typically provide a breakdown of your individual charges, as that will vary each month depending on the master vendor charges. The calculation methods used to allocate your charges are disclosed as follows:

  Electric	Direct Pass Through	Unit Directly Metered by Avista - Charges passed through to resident. (YES does not read electric meters or calculate charges.
  Stormwater, Sewer	Per Unit	Provider Bill is split evenly amongst all units including vacant units
  Water, Trash, Common Area Electric	Occupancy	Provider bill is used to calculate a charge per unit based on # Occupants. All units with same occupant count have same charge

  Typically, your property management company is required to provide copies of a master utility invoices per your request.  If you have requested this from your property manager and they have not complied, we will ask for permission to provide these copies to you for this billing.  If you wish to obtain copies of the master utility invoices every month, you will have to make those arrangements with your property manager. 

  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23152841
  
  I am rejecting this response because: the link you provided is simply the rent payment system. It does not show any breakdown of utility charges, usage data, billing formulas, or master invoices. If this is your only method of delivering billing information to residents, then tenants have no way to verify or understand what we're being charged for. Especially when charges have *****d without explanation. If you are simply the middleman that gives the Avista bill to ********* management, then why is there all of a sudden a huge ***** in price?

  If you are unable to share these documents directly, please confirm you've contacted property management to obtain permission to release them.

  At this time, this remains unresolved as we have yet to receive any explanation of charges.

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

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair 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 have been living at this address for over a year now. And I have been paying for another renters utilities for over a year and 3 months. My utilities have been extremely high and I am paying for the apartment downstairs utilities. They have not paid any utilities for over a year and thats not fair to me as a renter. They dont break the charges down for 4 apartments they break it down to 3 apartments and there are 4 apartments in my building.

  Business Response

  Date: 04/04/2025

  Thank you for your inquiry.  
  

  YES is a third party billing company. Your unit is billed on a RUBS billing method (Ratio Utility Billing Service).  Calculations for each unit in your property are based 50% on square footage and 50% on occupancy in each unit.  
  

  The utility vendor invoices used for these calculations are for utility charges for the entire property, not just the units in your building.  All units on the property with the same square footage and number of occupants (780 Square Feet / 2 Occupants) are charged the same as your unit. 

  Even if another unit is occupied and is not paying their utilities for whatever reason, they are still allocated their fair portion of the charges, so you are not being held responsible for those charges.
  Our research shows that you are being billed correctly based on the billing method explained above.

  If you have any further questions, please feel free to contact the customer service number listed on your invoice.

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23136044
  
  I am rejecting this response because: Thats not true. Apartment B in my building has not received a utility bill for over a year now. So its not being billed properly. I asked her if she ever received a bill and she said she hasnt received a bill since she live here and Ive been in this unit for a year and 3 months. So your system is incorrect and she hasnt been billed for her usage of utilities. And I requested a call from the business to discuss this. 

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

  Business Response

  Date: 04/09/2025

  Hello, as previously stated, the utility vendor invoices used for these calculations are for utility charges for the entire property, not just the units in your building.  The charges from your local provider are allocated amongst all occupied units on the property based on square footage and occupancy in each unit.   We have re-confirmed that you are being allocated the same cost as other units with the same square footage and occupancy (780 Square Feet / 2 Occupants).
  
  While all occupied units are allocated these charges, the landlord may be paying utilities for certain units for reasons unknown to us.  If your neighbor says they are not receiving a bill, it may be that the property manager has instructed us not to send a billing statement to that particular unit for whatever reason.  YES cannot disclose or discuss the circumstances or agreements that your landlord has with other tenants on the property. We re-checked the setup and have confirmed that even if another unit is occupied and is not paying their utilities, they are still allocated their fair portion of the charges, and you are not being held responsible for their portion of the charges.
  

  We stand by the research that shows your unit is being allocated correctly. If you are concerned as to why your neighbor is not being sent a utility statement, you or the other tenant would need to make a direct inquiry with your property manager as to why they are not being sent a bill.