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:11/02/2022

  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 am a senior citizen residing in a senior highrise for 55 and older. Suppose to be affordable housing, but they make you pay for everything. My issue is with the water bill inwhich the leasing office have given notice that if you are behind with your water bill you can be evicted and they will not accept your rent payment. Nevertheless, I called JIT Blue Star Energy services and ask why did not due date change? Each and every month my due date has changed as this year progressed. Sure it can change by a day or two when there are 31 days in a month, but NOT BY A WEEK! Their customer service rep told me, "it depends when the meter is read". Well according to my bill the meter date on the bill only changed by 1 day. As I pulled out previous bills I notice they company has been changing the due date each and every month. Is this a legit company, and the so called devices attached to the water meter in my utility room, is it legit?

  

  Business Response

  Date: 11/03/2022

  Thank you for making us aware of this residents concern.  Yes, third-party billing is legitimate.  Yes, ************** was told the billing date can chance depending on when the meter is read, which is the case.  We also rely on the invoice data from the utility company along with reading individual sub-metered usage for bill creation.  
  There are many things that cause changes in utility billing dates and due dates.Already stated are when the utility bill becomes available and meter read dates.  Weekends, holidays, unexpected issues, acts of nature, etc., can also impact when data is received resulting in the changes. We strive to keep the dates within a few days before or after the previous, but circumstances out of our control occasionally lead to changes greater than a week.  
  In June billing at this property did switch to the beginning of the month from the middle of the month.  While this can cause understandable frustrations, it is within billing standards. We also are willing to set up payment plans should they be needed and we provide assistance resources to help residents should this be a hardship.
  Please thank ************** for sharing her concerns, we will continue to do our best to keep billing dates as consistent as possible while conforming to data regulations when third-party billing. 

• Initial Complaint

  Date:09/28/2022

  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.

  In short, JIT is responsible for the electricity in my apartment building. They have no autopay for monthly dues and have changed payment programs frequently - needless to say making payments is a challenge.I owed them a substantial sum, and was able to pay half of it off. I was told on that call that I would be put on an "autopay program" (which it turns out they never had).A few months later, I get a note telling me I had two weeks to pay $750 or my electricity would be turned off. I was unable to come up with that large amount and told them I could pay $250 and $500 the following month - to which the person on the phone sent me to "their supervisor" which went directly to voicemail.Needless to say I have been without power for more than 24 hours and can't come up with $750 to get my lights turned back on. No flexibility and overall terrible customer service.I am requesting flexibility and that my power be turned back on.

  

  Business Response

  Date: 10/06/2022

  JIT Blue Star is NOT a monthly dues service.  JIT Blue Star is a third-party billing service for the apartment residence where *********************** lives, we bill utility services.  *********************** moved in January 2020 and did not make a payment until June 14, 2022 when we set up a payment plan with him, NOT an autopay program.  The payment plan consisted of an initial payment of $1000, and 5 additional payments of $229.24 to paid each month along with his current bill.  The payment plan was reviewed and agreed to then sent via email to him. 
  There are many ways to pay a bill.  Residents can call and pay  using our phone automated system or with a live agent.  They mail a check or money order.  They can set up an online account and pay using a credit/debit card or echeck. Autopay is an option, but to enable autopay *********************** would need to choose to set up his online account and take the steps to enable autopay.  He has not done this nor did he make any additional payments until September 30th.
  A payment of $835 was made after multiple onsite notices,disconnect notices, and disconnection for non-payment of services. 
  While we regret ************************* dissatisfaction we are third-party ****** of utilities that were used by *********************** that went unpaid for years. 

  Best Regards,
  *********
  
  JIT Utility Billing Services Customer Support
  
  **********************
  ******************************
  ************ Customer Service
  Hours:Monday-Friday *************