Complaints

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

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• 

  Minol USA

  15280 Addison Rd Addison, TX 75001

• 

  Minol USA

  15280 Addison Rd. Suite 100 Addison, TX 75001

• 

  Minol USA

  15280 Addison Rd , 100 Addison, TX 75001

• 

  Minol USA

  P.O. Box 650320 Dallas, TX 75265-0320

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:09/27/2023

  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.

  MINOL is a scam and honestly should not be able to conduct business. They take advantage of unsuspecting homeowners/renters. I am a condo owner, and since *** 2023 my water bills gradually went up. I called in a couple times to question the increasing charges and was informed readings are based on actual usage and youre using your heat now and that is the reason for the increased price. This tricked me for a few months until the bills literally QUADRUPLED in a mere 8 months time. I called in many times requesting my water reads which they sent me via email which showed 700+ gallons a day usage which is equivalent to a family of 8! I am a single homeowner and this was obviously incorrect. Minol told me over and over it must be a leak or directing me to my HOA. For MONTHS I tried to resolve the water meter issue minol has never sent someone to check on their equipment or admit it could be wrong. MINOL kept telling me it was my HOAs problem even though we homeowners pay our utility bills separate (not included in HOA fees). Minol has MY credit card on file why dont I have control over this account???It sounds to me like this company has found a loophole and is overcharging people in hopes they do not notice. For renters, they eventually just move out because they cannot resolve nor afford the increasing water bills. For owners, we continue to get misdirected amounting to months or years of overcharges.I can prove my meter issues because the meter is in my house. When I was out of state and my home was completely unoccupied I was still being charged 700 gallons a day! The readings were also perfect whole numbers ex: 700, 750, 600, 620 etc) which is IMPOSSIBLE to achieve with actual use or even a leak. I could tell by looking at the readings they were bullsh*t but youre telling me everyone that works for minol saw those numbers as a leak or my usage. A bunch of CON ARTIST.

  Business Response

  Date: 10/04/2023

  ************,  Thank you for the opportunity to research your concern. As a point of clarification, Minol is contracted by the property to bill tenants for their utility usage. We received notice of your complaint on Wednesday, September 27th. However, our system shows that you spoke with ************** on Friday, September 22nd and he was assisting you with your concerns. Our records indicate that detailed information was mailed to you explaining the circumstances surrounding your complaint and that your account was credited. At this time your account has a balance of ($127.36). If this did not resolve the situation please feel free to contact ************** to discuss. 

  In regards to Minol having your credit card on file, that is not accurate. Credit card information is not saved on the Minol server once a payment is processed. You set your account up for Autopay and you have the ability to turn it off if you desire.

  Thank you.

  Customer Answer

  Date: 10/04/2023

  I am rejecting this response because:   I have not been properly refunded for the last years worth of over charges. The 127$ that was credited only covered the cost of ONE months overcharges. 
  

  If MINOL had acted promptly to their customers concerns we could of handled this obvious error on their part months ago. This refund doesnt even take into account the amount of time I have dedicated out of my work day to get this issue resolved over the past 90 days.

  I am only willing to pay 30$ a month for my water usage since JANUARY 2023 - Present - please refund accordingly.
  

  Thank you for correcting me on how monthly payments are received. Usually, a company who has my personal checking account on autopay allows me permission to have complete control of that said account. Kindly attach the file in your contract paperwork highlighting where it states the *** has control on the account not the actual homeowners  paying the bill.

  Business Response

  Date: 10/04/2023

  Thank you for your feedback. For clarification, the amount credited was $211.13, leaving your account at a current balance of ($127.36). As payments are reimbursed to the *** any credits issued must be approved by the ***. If ************** did not resolve your issues to your satisfaction please contact him at ********************************* or at ************. He is currently overseeing your account concerns and in communication with the ***. He is the best individual to discuss for a resolution.

  Business Response

  Date: 10/04/2023

  ************,

  If you would like a refund check rather than an account credit you will need to email  ********************************* to let him know if you want a check and if so what address you would wan the check mailed. The check amount would be  $211.13 (the amount approved by the ***** Until then a negative balance will remain on your account. Thank you.

• Initial Complaint

  Date:09/21/2023

  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 made a payment 09/16/2023 on water account of ******. ****** goes toward the bill. I was going to make another payment today, but I logged in and the payment I made is not reflecting on the account. Where is my money going? Why did they have it reflect when I paid the payment, then today when I went in to make another payment that amount is wrong that I owe. It said ****** after I made the payment on 09/16/2023 . I have the receipt of payment and that it was approved, and the deduction from financial institution and I talked with them today and they show it pending. I sent Minol USA an email as they are not open today.I need this ****** payment to be reflected- I feared if I made another payment today ( which would have been the ****** of rest owed) that it would not reflect either. What is wrong with your site- it should reflect pending at least, as it did when I made the payment, but now the payment I made is nowhere to be seen there now.... It should show I made a payment somewhere and it does not at all. It makes it look as though I paid nothing and the balance is wrong.

  Customer Answer

  Date: 09/21/2023

  I was able to get some answers from a representative who said they had maintenance going on, but the site said nothing about maintenance. Again, after I paid the first amount and went in the next day (as I said in my post), it did not show any payment made at all. It seems if they were having maintenance I would not be able to get into their website at all. It seems any time a payment is made on an account, it should always show the payment made at least- even if it has not deducted from the balance. Something about that seemed really odd. 

  He also said they were not open on Sunday, but that has nothing to do with the site. 

  Business Response

  Date: 09/21/2023

  Thank you for the opportunity to research and respond to your concern. Minol is not closed today, the email you received is an automated response so that all emails received can be research and responded to in the order they were received. For a quicker response you may always contact **************** at **************, which is available Monday through Friday 7am-7pm CST. Attached is a screen shot of the current status of your account. The payment you made on Saturday, September 16th was posted on Sunday the 17th. Thank you.

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:   

  1. They should not be posting my bill with my personal information here as I did not give them permission for that. I consider that a violation of my personal information. 

  2. The fact that they were not open Sunday had nothing to do with the fact that after I made a payment the next day it did not show it. That is very concerning and questionable. 

  3.Saying they had system maintenance has nothing to do with the fact that the payment did not show the next day after I made it. 

   

• Initial Complaint

  Date:08/07/2023

  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.

  So Minol have been assigned to generate bills on Water - Sewer consumption in our apartment. They have been doing so from the date i have been staying in this apartment (2.7 years). Now for past few months Water bill have been so consistent and usage as well also the overall charge shot up almost $30 / month . This seems to be odd because in couple of months we were not at home for 4 days and also we don't have dishwasher usage , no laundry within our apartment and just 2 adult and 1 baby so earlier it was $50 or so which seems to be what based on our usage . These days they have been charging this value without a transparency and i suspect bills fishy

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to allow Minol to research and respond to your concerns. For information purposes, Minol USA is a third party billing agent for *****************. Minol is contracted by the other of ***************** to bill residents for their portion of services as outlined in the lease agreement. The property's system for collecting reads has had issues and Minol is working with the property to get a new system in place to provide accurate submeter readings. In the mean time units are being estimated on usage. Attached is the resident's usage for previous cycle that is being used for estimated usage. The estimated usage has not changed since February, but when we looked at prior billing cycles your unit usage was lower. Due to this Minol has determined to cap your unit's monthly charge at $35.00 until the system is replaced. This is determined by the following: the invoice dated 3/17 was actual usage at $78.77, so I dont think a credit is due. But for the four cycles after that, the usage is estimated.  The average for the three low bills before the first high one is $32.75. Minol will request to the property they provide you a credit in he amount of $183.37; however, that is solely determined and processed by the property as all payments go directly to them and Minol does not maintain any accounting ledgers for them. Thank you.

  Customer Answer

  Date: 08/21/2023

  I am rejecting this response because:   I haven't received any resolution yet from the management and when contacted they said Minol never contacted them. I need you to reach out to them and address this issue. All my bills going forward should be capped at $35 as you have confirmed and i expect the same in upcoming months.

  Business Response

  Date: 09/06/2023

  Minol has discussed this matter with your ******************** However, you filed this complaint against Minol, not your ******************* so they will not respond via this case number. As far as them responding to you directly that is not something Minol can resolve. Minol does not control *********************** responds to their tenants. We can confirm your August billing statement was for $35.00. Thank you.

• Initial Complaint

  Date:05/16/2023

  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 have been getting quadruple billed. My first bill has been the only accurate reading. Ever since they have maliciously taken advantage of my situation. I am in a 12 month lease so they can abuse my circumstance. I have already paid enough to cover an entire years worth of service in merely 6 months. I will no longer pay and want exemption from their service fees. You can look at my statements and see the clear abuse. The average daily use per person is between ****** gallons a day based on where you look. Even a family of 4 would only use 400 per day, equating to ****** gallons in a 25 day period. I am supposed to believe that a single male in a two bedroom apartment is using DOUBLE a family of 4 in a single family? Even with me having kids half of the time, the numbers are absurdly off. Based on my research they have a clear history of abusive business practices. Over billing and ignoring customer complaints. ********************** is the exact type of administratively corrupt business that defines the under belly ******** business world. They process a service people have to use and take advantage by over billing and seeing who catches on, then who actually bothers to file complaints or follow up with you or take other actions. I have every intention right now of file a lawsuit locally with **************** county against this company. Thank you

  Business Response

  Date: 05/30/2023

  ******************, Thank you for reaching out to Minol and allowing us to research your concern. Minol has notified the Property that their system is not transmitting reads for your unit. Until the reads are received your usage has been estimated based on the last reads received, which is reflected on your January statement. Minol is continuing to work with your Property to get the system up and will provide a response to you directly once the system is transmitting. Thank you.

• Initial Complaint

  Date:04/25/2023

  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.

  Minol bills incorrectly and this issue seems to affect all houses in our HOA. Especially after Sept 2022, the bills are coming with incorrect meter numbers and index.For example, for my account the bill displays meter 000005A03A80F800 while the correct number is ********. Also the index on the meter itself is very different from what's on the bill.We (the **** escalated this to customer service and their client relations team (******************************************). No answer whatsoever.We expect Minol to rectify their information based on correct meter numbers and indexes and make sure all owners are billed what they owe.

  Business Response

  Date: 04/27/2023

  Thank you for the opportunity to respond to the resident's concern; however, additional information is needed. We need to confirm the name of the property Mr. *************************** resides. Once we have the information we can ensure we are research the correct account and property. Thank you.

  Customer Answer

  Date: 04/27/2023

  The name of the *** is "29 on Stone". All that information can be easily gathered from the meter serial number that I provided.

  Business Response

  Date: 05/25/2023

  ****************, 

  Unfortunately we did not receive the response on the property name from the BBB until today. I have requested our team research this issue and we will provide a response directly to you as the BBB has time constraints on responses. I do apologize for the delay, but I hope to have a resolution for you soon.

• Initial Complaint

  Date:04/12/2023

  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.

  My water and sewer bill has a $30.00 increase from the past 5 months. I contacted Minol about this matter. to The employee indicated having reviewed my account and suggested that I should ask maintenance to check for water leaks. That this could possibly be the reason why my bill was higher this month. I communicated with one of the apartment's staff members and he indicated that all of the residents were billed an additional 20/30 more; there are not any water leaks.I did not receive any notifications of a significant increase in my bill. I would like an explanation and a refund.

  Business Response

  Date: 04/27/2023

  Thank you for the opportunity to respond to the residents concern; however, additional information is needed. Due to residents with similar names we do need ************************ account number so that we can ensure we are researching the correct account. Thank you. 

• Initial Complaint

  Date:01/27/2023

  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 have been staying at this property since 2014. The old manager of the apartments signed all tenants up to this fraudulent water company called Minol. The lowest my bill has ever been was $46. Than. All of a sudden my bill went to $46 to $96 to $120 to $240 and so forth. How? When it's suppose to be at a capped rate? A house the water and sewage bill isn't over $240. You call Minol they cannot give you a legit answer on how much Minol charges for each galloon. The bill states that it isn't from the *****************. But. Minol tell our manager to tell her tenants to call the ***************** to see how much their rates are. Why? When the ***************** isn't charging **. Minol is charging us the bill. The water isn't included with the rent. And. The property I stay at will result into giving eviction notices for non payment of water and says they will take what's owed from the rent. Or. They won't except the rent until the water balance is paid in full. How? When the rent and water are two different bills. They aren't together. If they were together? Than they can take it that way. Minol charges the tenants twice in one month. They will skip over a month when that happens. They have 30 or 31 days billing cycle. Well. These dates 10-18-22 to 11-18-22 is 30 days. But. On the bill for 11-18-22 to 12-18-22 it's 31 days. How? ***************** water rates are $2.97 for ***** a gallon. And for waste/sewage it's $4.98. That means my bill is suppose to be almost $99. But. It isn't. My water bill has been capped for two years and $120 is still to high to pay. After the cap is off. The bill will be over $240. I refuse to pay that much for water/sewage. I am on low income with a job that is limited with work. I could understand that we are being charged correctly. But that's not the case. Even brought to the manager and corporate attention. They don't care and Minol charging different rates for water/sewage each month and they are suppose to go by the bracket.

  Business Response

  Date: 02/10/2023

  Thank you for the opportunity to research your concern. For your reference Minol, Inc. ("Minol") is a third party billing company contracted with ********* ***************** Apartments, LP ("Owner") to bill residents of ***************** Apartment ("Property") for their water and sewer usage. Minol simply issues billing statements and forwards any payments received to the property management office. The Property' units are individually submetered so that residents are billed for only their unit's water/sewer usage. Increase in meter readings can include visitors staying with residents, increased residents in household, taking longer or more frequent showers, increased loads of laundry or dishes, etc. ******************* has stated they have found no leaks in ********************** unit. ********************** units are showing actual reads. The meter equipment used to measure the usage in ******************** **** square foot unit which has 4 occupants is owned by the property Owner. If ****************** would like to have her submeter tested she can arrange that with the property management office. If it is determined there is an issue with the submeter the Owner will need to notify Minol and instruct Minol on next action steps. Funds received by Minol are distributed to the Owner so any credits issued must be at the instruction of the owner.

  Customer Answer

  Date: 02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have proof that I have been complaining about both my toilets running since 2015. Only to be told that the running toilets are fixed by whomever was the maintenance. When in reality? The issue wasn't ever fixed. Forcing me to pay high water bills even when capped. And. Right till this day. My toilets are still ********** have even emailed/called the manager and even called and told the plumber that came out to inform them that my problem still isn't resolved. I am sending screenshots of maintenance work orders stating complete when my toilets are still running.
  See Attachment/File: Screenshot_20230221-132423

  Customer Answer

  Date: 02/21/2023

  Consumer supplied email: *******************

  Business Response

  Date: 02/22/2023

  Thank you for your inquiry. Unfortunately, Minol is not able to provide additional information. Minol is not involved in property maintenance or unit repairs. Minol is strictly a company that calculates water/sewer bills from unit submeter readings. Any payments received by Minol are sent to the Property and any billing corrections/credits would be made at the direction of the Property. The ********* are providing current reads. Any property or unit maintenance issues need to be resolved with ******************** However, Minol has also reached out to ******************* making them aware of this complaint and requesting they communicate with the resident and determine how to resolve the issues.

  Customer Answer

  Date: 02/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I didn't say that Minol have anything to do with any maintenance issues. Minol says that my meter are giving actual reads when they aren't due to my toilets running issue problem. I am advising BBB and Minol that that's one of the questions that are asked by Minol when a customer ask why their bill is high are there any leaks or is your toilet running. I am letting BBB and Minol know that until my problem is fixed with the running toilets that I have been reporting since 2015 only to be told complete meaning fixed when it's not. And. That the manager is indeed aware of the issue and I also told the plumber that were sent out. Was told the plumber would make a return to fix the issue. Only to haven't. I have been having this issue before and after this manager that we have know. She wasn't the manager in 2015. So. That means my issue isn't fixed and my bill need to stay capped until the plumber returns to fix the running toilets. Either way. There isn't any ways around about the way we are getting billed and Minol can't even let you know how much Minol charge by each *****. That's on the ***************** website of how much the charge is for sewage and water. The twice a month getting billed. Minol could be charging under cover charges without the tenant knowing. I don't feel I am being charged individual. I am paying mines plus the maintenance issue which really is a plumber issue of the running toilets and these empty apartments.

• Initial Complaint

  Date:12/25/2022

  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 have been living in an apartment building for a year now. Every month my water bill has been around $150 a month. This isn't the exact issue, but $150 water bill a month for a two bedroom 900 square foot is absolutely absurd within itself. But the months of November 2022- December 2022, and December 2022-January **** has shot up $100 per month more than average. So my water bill for a two bedroom apartment for TWO months is a little over $500. There is just absolutely no way that it should be this high, and apartment maintenance has already done a leak check and found nothing. To whoever is reading this; absolutely nothing personal but I quite frankly refuse to pay $500 for two months in a small apartment where there are only two adults.

  Business Response

  Date: 01/10/2023

  Thank you for the opportunity to research your concern. For your reference Minol, Inc. ("Minol") is a third party billing company contracted with A.R. ***************** **** ("Owner") to bill residents of Independence Oaks ("Property") for their water and sewer usage. Minol simply issues billing statements while all payments and account adjustments are handled by the Property. The Property' units are individually submetered so that residents are billed for only their unit's water/sewer usage. Increase in meter readings can include visitors staying with residents, taking longer or more frequent showers, increased loads of laundry or dishes, etc. Attached are the meter readings for ******************** unit. There was a noticeable increase in water consumption over the period of time. . The meter equipment used to measure the usage in ******************** **** square foot unit which has 4 occupants is owned by the property owner. Minol's audit of the equipment has shown the meter is in good health and actual reads are being used for billing charges. This increase consumption resulted in increased water/sewer charges on ******************** monthly billing statement. Should **************** believe there are issues with her meter she may contact her ************************** to discuss meter testing or replacement
  See Attachment/File: ************** Meter Reads_BBB *******.xlsx

• Initial Complaint

  Date:09/01/2022

  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 am wanting to know how is this company billing me for electricity,, there is no meter on my townhome for my electricity, there is no historical reading data on my bill and my bill has increased $50 since I moved into my home in April 2022. On my bill they have a beginning reading on my usage but no one came out to my house to read a meter before services were put in my name. This is military housing, I am active duty, housing gave me utility allowance of $95 and my bill hasn't been $95 since June. I think the company is estimating my bill and charging me the same monthly charges as the previous tenant.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for time to research your concern. This home is metered and Minol is receiving daily actuals reads for the electric consumption. Your usage has been consistent since move in. The utility allowance is meant to cover the average use. If your life style utilizes more energy than the average for your home type group, then you are responsible for the overage. The utility allowance is not going to match your usage since it is a 5 year average per the DoD guidelines.
  Minol will report this to Housing and ask that they check they home for any maintenance issues. Should you have additional questions please contact ***************@minlusa.com. Thank you.