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:10/03/2023

  Type:Order 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 12 locations, and one of them is in Fountain. I have paid the bill they sent to me every month for the past four years, in full, on time. I just rcvd a letter and copies of bills stating that the meter information was " entered incorrectly" on their end. This was clearly their fault. Now four years later they want 12 months of what they feel was under charged. The amount is over $9000.00 They clearly state this is their error, and they also have no way to even prove that there is anything due for those month's. the amount I've paid each month is in line with all of my other locations, so this is absurd! *** contacted authorities over utilities, and will contact the news and legal if this persists. I've seen similar situations on line. I'm asking them to admit that this was their fault, and waive any fees. I'm paid to date This is for Tan Your Hide at **** Fountain mesa rd, suit 100. ***** acct # ***********

  Customer Answer

  Date: 10/03/2023

  I don't see anywhere that asks what additional information you need. I sent in the original complaint stating that the City of Fountain utilities is trying to back bill me for an " error on their part" in the amount of $9563.52. I am requesting that they waive azl of this, due to this being " their error" and the age of this billing, over a year, not to mention we have paid all of our bills on time for over 4 -5 years. These are the bills they sent to us. 

  No ither tenant in this center has this issue and al of the meters were installed at the same time. 

  Customer Answer

  Date: 10/05/2023

  I have 12 locations, and one of them is in Fountain. I have paid the bill they sent to me every month for the past four years, in full, on time. I just rcvd a letter and copies of bills stating that the meter information was " entered incorrectly" on their end. This was clearly their fault. Now four years later they want 12 months of what they feel was under charged. The amount is over $9000.00 They clearly state this is their error, and they also have no way to even prove that there is anything due for those month's. the amount I've paid each month is in line with all of my other locations, so this is absurd! *** contacted authorities over utilities, and will contact the news and legal if this persists. I've seen similar situations on line. I'm asking them to admit that this was their fault, and waive any fees. I'm paid to date This is for Tan Your Hide at **** Fountain mesa rd, suit 100. ***** acct # ***********

  Customer Answer

  Date: 10/20/2023

  Full name : ***************************** for Tan Your Hide 

  Please see attached documents regarding complaint.

  Business Response

  Date: 11/06/2023

  The City of Fountain Utilities has a Hearing Process as part of our Utilities Code, Ordinance ****. Please have the customer follow that process and we will be happy to review the issue. 

   

  ** updated response**

  Please note: A hearing wouldnt be applicable until service is disconnected or denied.
  
  According to Ordinance ****, Sec. 13.04.400. - Billing errors.  Customers are liable for charges regardless of billing errors. Overcharges will be credited to the account and undercharges will be billed, except that no adjustment will be made for errors that occurred more than 12 months prior to the date the error is reported to or discovered by Utilities.
  
   
  
  Please let me know if this can be done. **************************************************************************** Supervisor
  
  **********************| ************** Fountain ** 80817

  Business Response

  Date: 11/07/2023

  Please note: A hearing wouldnt be applicable until service is disconnected or denied.

  According to Ordinance ****, Sec. 13.04.400. - Billing errors.  Customers are liable for charges regardless of billing errors. Overcharges will be credited to the account and undercharges will be billed, except that no adjustment will be made for errors that occurred more than 12 months prior to the date the error is reported to or discovered by Utilities.