Complaints

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

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  EBS Conservation

  PO Box 210 Goshen, IN 46527-0210

• 

  EBS Conservation

  21125 Protecta Dr Elkhart, IN 46516

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:02/15/2024

  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.

  Sent paper check for monthly bill payment; never processed, even though I called to verify they accepted paper check mailed to the given address. Charged a late fee, as well as a service fee for online payments each month with apparently no other option for paying bills considering they haven't cashed the check I sent over a month ago.

  Business Response

  Date: 02/22/2024

  EBS processes payments daily.    A check was received on 2-20-24 from the resident.   It was processed and applied to his account on *******.    Accounting has reversed the late charge that was applied to his account. As of today, his account is in good standing.

• Initial Complaint

  Date:12/29/2022

  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 paid my bill but don't have water. I have left emails and voicemails. The *** voicemail message said to leave my name, account number, and phone number and a rep would get back to me, but that haven't and there is no other way to get help. It is untenable.

  Business Response

  Date: 01/09/2023

  Please be advised that EBS is a billing company working on behalf of your *********** EBS is not the provider of the water and sewer for your property. I would also advise checking the main shut off valve in your unit to make sure that it has not been turned off in error.
  
  I would advise that you contact your HOA or a local plumber in regards to your issues.
  
  Upon reviewing your account,  it does appear that a response email was sent your email address on 12-27-22.  Can you please check your spam or junk folder. It was sent from the following email address  *******************************************. 
  
  We also did respond to your phone call again on 12-27-22 and it was noted that as per the greeting message that we could not leave a voice mail due to it being full or that you voice mail has not been setup.
   

• Initial Complaint

  Date:12/08/2022

  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 received a letter in the mail today 12/02/22 from *** (Energy Billing Services - Acct #************) stating that I have an amount due of $9.47 for Gas usage between 09/26/22 and 10/24/22. The DATE BILLED says 11/21/22, yet it arrived in my mailbox on 12/02. The DUE DATE for the bill is 12/01, despite being received on 12/02. The bill says a LATE FEE of $5.00 will be assessed. The letter says I can sign up for 'E-billing' on their website. Attempting to reach their website ******************* I was sent to a broken link titled 'Plesk Web Server's Default Page'. Trying on my computer led to the Plesk website but saying this 'Account was suspended'. With no way to access the *** website, I called the customer ********************** helpline. On the phone the woman explained that the *** charges a $5.00 FEE to pay the bill online (on a website that doesn't even work).MY BILL IS $9.47.THE FEES TO PAY IT ARE $10.00.THE FEES TO PAY THIS BILL ARE 105% OF THE COST OF THE ***** THIS IS EXTORTION.When I explained this I was told "You are lucky the fees are not more, and I am sorry your bill is not higher so the fee would seem smaller." which was a terrible thing to say. I was then told to send in an automatic bank drafting form which itself has a MONTHLY FEE. There is no way to pay what I owe in gas usage without incurring fees. The fact that the fees are MORE than the bill itself is plain extortion.

  Business Response

  Date: 12/13/2022

  Tell us why here...
  The $5.00 fee is for the processing of your credit card payment. This cost
  covers the expense we (EBS) incur from the credit card processing company we
  use to insure the secure handling and processing of your information. There are
  several other payment options available to you that do not involve the $5.00
  processing fee. You can send in a check or a money order to our office We also
  do accept online bill payment through your bank,  in most cases this is a
  free services provided by your financial institution
  
  On Friday 2nd of
  December the EBS website was down for a short period,  EBS was made aware
  of this and it was back up and running after a couple of hours.
  
  

  Customer Answer

  Date: 12/14/2022

   I am rejecting this response because:
  
  
  

  I was not given the option for a fee-less payment. I was berated by your staff for complaining about the conditions. The fees presented were more than the bill; that is completely inexcusable. You are not trying to claw back merchant fees, you are extorting customers. It cannot be possible that the fee for using a utility is higher than the cost of the utility usage. It is a complete outrage that your customer service not only does not care about this fact, but wishes for higher bills to minimize the perceived size of the fees, which were 105% of the gas usage. It is an almost criminal level of extortion and to expect customers to accept these fees is an outrage.
  

  Business Response

  Date: 01/27/2023

  We notice you are signed up for Automatic Payments, processing fees should be at a minimum going forward.  Thank you.